Terms and Conditions/Warranty/Services
Freephone 0800 0430 501
A CCTV maintenance engineer will:
SITE SURVEYS: We leave this form with the customer with all the booking requirements and advisories and cancellation procedures. A small booking fee will be made to secure your booking date.
RECEIPT OF INSTALLATION: We leave this with the customer and must be read as the form is signed to adhere to the terms and conditions. Call out fees apply and warranties. If this is misplaced then all warranties are void as its proof of the installation/purchases.
- Check that the location and coverage of each camera and detector is in accordance with the specification and system drawings.
- Check that the cameras and detectors are not blocked or becoming blocked by foliage, that the fixings are secure and that the brackets are not corroded.
- Verify the quality of each camera in live mode and recorded mode.
- Review recorded footage of each camera at night to determine the quality of images and the available light.
- Check the functionality of dome cameras
- Check each detector is providing detection inside the field of view of the camera and if the detector is associated with a dome camera, check that the detector is triggering the correct pre-set position.
- Test the audio system by verifying that audio announcements can be heard in the associated area of each detector.
- Check that the transmission equipment remains secure and check video connections, audio quality, received pictures, auxiliary/relay functions, alarm inputs and tamper protection.
- Check the integrity of all internal and external cabling and power supplies.
- Ensure all cables and flexible conduits are in good condition and fitted correctly.
All equipment is covered by the suppliers* warranty where the order was placed. The length of the warranty is dependent on the package you have obtained. Before placing any order communicate with the supplier and ask any relevant questions you may ask. The standard warranty covers failure of the DVR, Cameras or any other equipment purchased from the supplier, any issue with software/ passwords being hacked will be taken up with the supplier of the system/broadband provider.* It does not cover accidental or malicious damages.
In the majority of cases the problem can be ascertained and resolved over the phone with the supplier if it is regarding the system. If it is regarding anything to do with installation we* will come out and see what the issue is, if it is our fault and can be rectified there is no charge, otherwise there will be a call out fee payable to us if the damage has occurred due to customer/other persons interfering/tampering with the installation, from opening junction boxes to rerouting cables to unplugging cameras, this has been discussed during the installation and available to read on the receipt/site survey forms and signed. Our warranty for labour only and will be void if is the case.
OUR WARRANTY DOES NOT COVER: malfunction, defect, failure, or damage (i) caused by or resulting from impact, mishandling, tampering, or use contrary to the applicable instruction manual; (ii) arising from ordinary wear and tear, wind, fires, storm, earthquake, incorrect power line voltage, inadequate or improper lighting, adverse weather conditions or nature, your or operators abuse or neglect, misuse, accident or mishap; (iii) arising from shipping; (iv) arising from work, repairs or alterations performed by others than RAAJ CCTV ; (v) routine cleaning, normal cosmetic and mechanical wear and tear; and/or (vi) parts or accessories manufactured by persons other than RAAJ CCTV and warranted by such persons. Any other person/company brought in to move systems/install extra sockets/re-route system/cables will void our warranty without discussion, as all these terms are present from site surveys signed/receipt signed and discussed at length.
MANUFACTURER ISSUES/SOFTWARE ISSUE/REMOTE ACCESS: RaajCCTV are not liable if any software issue arises, the manufacturer will be dealing with issue as it is not a product/install issue. Updates/errors/glitches of software will be across the board and will dealt with by the manufacturers’/broadband providers and the customer has to communicate with them.
SERVICES: We advise that your systems are serviced at least once a year and a fee is chargeable from £60 depending on how many cameras installed.
If necessary, faulty equipment can be returned to the supplier and repaired/replaced through the post. You may have to return faulty items and if so we can help remove these but at a cost as we are not at liable where it concerns faulty items that belong to the customer bought from the supplier.** If during the warranty period, an engineer call out is requested then a nominal call out fee is charged. To reinstall any equipment after a return a charge applies.
Delivery of systems from suppliers to the customers property, systems can be damaged and dropped, if this is the case the supplier will have to be made aware of the damage and returned, customer will liaise with the supplier our time will be paid for on a daily rate of £150 if installations cant take place that day.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE PRODUCT DESCRIBED, WITH ITS HARDWARE, SOFTWARE AND FIRMWARE, IS PROVIDED “AS IS”, WITH ALL FAULTS AND ERRORS, AND RAAJ CCTV MAKES NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION, MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT OF THIRD PARTY. IN NO EVENT WILL RAAJ CCTV, ITS DIRECTORS, OFFICERS, EMPLOYEES, OR AGENTS BE LIABLE TO YOU FOR ANY SPECIAL, CONSEQUENTIAL, INCIDENTAL, OR INDIRECT DAMAGES, INCLUDING, AMONG OTHERS, DAMAGES FOR LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, OR LOSS OF DATA OR DOCUMENTATION, IN CONNECTION WITH THE USE OF THIS PRODUCT, EVEN IF RAAJ CCTV HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. REGARDING TO THE PRODUCT WITH INTERNET ACCESS, THE USE OF PRODUCT SHALL BE WHOLLY AT YOUR OWN RISKS. SECURICO SHALL NOT TAKE ANY RESPONSIBILITIES FOR ABNORMAL OPERATION, PRIVACY LEAKAGE OR OTHER DAMAGES RESULTING FROM CYBER ATTACK, HACKER ATTACK, VIRUS INSPECTION, OR OTHER INTERNET SECURITY RISKS; HOWEVER, RAAJ CCTV WILL PROVIDE TIMELY TECHNICAL SUPPORT IF REQUIRED.
SURVEILLANCE LAWS VARY BY JURISDICTION. PLEASE CHECK ALL RELEVANT LAWS IN YOUR JURISDICTION BEFORE USING THIS PRODUCT IN ORDER TO ENSURE THAT YOUR USE CONFORMS TO THE APPLICABLE LAW. RAAJ CCTV SHALL NOT BE LIABLE IN THE EVENT THAT THIS PRODUCT IS USED WITH ILLEGITIMATE PURPOSES.
IN THE EVENT OF ANY CONFLICTS BETWEEN THIS MANUAL AND THE APPLICABLE LAW, THE LATER PREVAILS.
When clocks go back/forward don’t forget to sync your system too.
Bookings & Cancellations
If you have to change a confirmed booking please ensure you give at least 48 Hours notice in advance, otherwise, a site visit fee will be payable of £25.00 Whilst we would take every reasonable steps to meet the delivery and installation date. We are only able to install weather permitting – if we have to cancel which could be on the day we are not accounted for and we shall not be liable for any losses, costs, damages or expenses incurred by you or any other person or company arising directly or indirectly out of any failure to meet any estimated delivery and installation date.
A booking fee will be taken if you wish to go ahead with an install this will be explained verbally and on the survey sheet for you to read. Signed and returned survey form with fee will confirm an installation date. This will be taken off the total upon completion unless otherwise stated for individual reasons.
If you decide not to go ahead with a confirmed install without 7 days notice you will be accountable for 25% payment of the total for installation. Booking fee will not be returned.
Unless we agree in writing to do so, the prices do not include any work involving carpet laying, concealing cables, redecorating, plastering, building or any carpentry work.
In all cases, payment is due in full on completion of the installation. We do not accept cheques or credit cards.
GDPR & CCTV
Check with www.ico.org.uk for further information. There is a helpful number plus tick box questions which gives you a result/answer at the end.
We do not keep IP addresses or passwords and no mobile CCTV footage is stored. Footage of property/cameras/feedback/reviews are used for social sites and advertising/ websites and permission is taken prior to this with an acceptance from the customer via a signature on the receipt. We don’t link names or addresses to pics unless customer agrees or publishes this themselves.
*We advise that you change your passwords as many times as you can and don’t share these details with us or others. We do not keep footage or store IP addresses/passwords.
**We recommend products as we are primarily installers and not suppliers, if there is a fault with product’s then we are not to blame as we make no monies on systems and you must liaise with the suppliers you bought from. You can provide your own product and we will install this as long as its new and of standard.
We reserve the right to change, add, or remove any portion of this Site or these Terms, in whole or in part, at any time and for any reason, with or without notice. Changes to these Terms will be effective when posted. You agree to review these Terms periodically to be aware of any changes. Your continued use of this Site after any changes to the Terms will be considered acceptance of those changes. These Terms govern your use of this Site. In the event that you do not comply with these Terms, we may, without notice, block or restrict your access to this Site and/or pursue legal action against you for any alleged or actual violation of these Terms or governing law.
Goods and/or services available from this site are available only to residents of or companies incorporated in the UK. This disclaimer and the limitation of damages below covers use of the Site and any promotional or other materials or information contained on it. Disclaimers and limitations and exclusions of liability, which relate to goods or services bought or made available through this site are contained in the relevant terms and conditions governing such purchases. This Site and the information and materials on the Site are provided “as is”. We do not guarantee or warrant that any files available for downloading through this Site will be free of infection or viruses, worms, trojan horses or other code that manifest contaminating or destructive properties. You are responsible for implementing sufficient procedures to satisfy your particular requirements for accuracy of data.
Please note that when you purchase equipment or services from us, we do not provide insurance for your premises or its contents and our charges are not insurance premiums. Our charges are based upon the value of the products we sell and the limitations and exclusions of liability set forth in the terms of purchase and are unrelated to the value of any property located in your premises, or any risk of loss to or on your premises. Our products do not eliminate the events they are intended to detect, avert or record and any loss, cost or expense arising from such events, even where our products failed, is your sole risk and output. You assume total responsibility and risk for your use of the Site.
*We never store or keep any footage, footage is with customers and customers only. *We never store passwords or logins and customers are advised to change passwords as and when able.
*Our CCTV signage on properties are for advertising purposes only and not to be used to contact for footage retrieval
SUPPLIER – Where you purchased your own equipment from.
WE/US – Raaj CCTV
Raaj CCTV Reserves the right to update these terms and conditions at any time without notice.
Viewing Problems – Raaj CCTV
Mobile CCTV Viewing Problems (Smartphone, Tablet, Laptop)
I cannot view CCTV when I’m away from home.
I have bought a new phone and need to view CCTV again.
If you have changed your phone, we will have to complete the set-up again, there is a fee attached and this will be payable each time you change your phone. The initial install may have been free, if this was free it does not continue to be so. We are not to blame for you changing your phones/broadband provider. We don’t take monthly subscriptions and will only charge if you change broadband/phones. Please respect our terms & conditions.
Why has this happened? Your router no longer has the settings that allow your mobile device to connect to it over the internet.
Important note: Your router is not managed or supplied by Raaj CCTV. Therefore the change that has happened on your router, or the change of router, is not covered by your warranty.
How to Fix: The no hassle way – let us help you
Email us and we’ll call you back to arrange to sort this out then take payment of £35.
We’ll arrange to take care of the router settings and ensure your mobile device is now able to view your CCTV when away.
Note: You will need a PC or Mac and to be on your home WiFi (or wherever the CCTV system is fitted)