These Terms of Business are a general summary of how we work. They do not replace any signed service agreement, contract or written quotation, which will always take precedence where there is any difference.
1. About These Terms
These terms set out the general basis on which Empress Monitoring ASM Limited (“Empress”, “we”, “us”) provides its monitoring, installation, maintenance and guarding services. The specific scope, price and duration of your services will be confirmed in your individual quotation and/or service agreement.
2. Quotations and Acceptance
Quotations are provided free of charge and, unless stated otherwise, remain valid for 30 days from the date of issue. A binding agreement is formed once you accept our quotation in writing or instruct us to proceed. Prices are quoted exclusive of VAT, which is added at the prevailing rate.
3. Charges and Payment
Charges are as set out in your quotation, service agreement or invoice. Recurring monitoring and maintenance services are typically billed in advance for the agreed period. Payment terms are stated on each invoice. We reserve the right to suspend services where charges remain unpaid beyond the agreed terms, subject to any notice required by your agreement.
4. Service Delivery and Site Access
We will carry out our services with reasonable care and skill and in accordance with our ISO 9001:2015 quality management system. To deliver our services effectively, you agree to provide safe and timely access to the site, accurate information about the premises and systems, and a suitable power and connectivity supply where required for monitored equipment.
5. Monitoring and the Alarm Receiving Centre
Where we provide remote monitoring, alarm signals are handled through Advanced Signal Monitoring (ASM), our partner Alarm Receiving Centre (ARC). The effectiveness of monitoring depends on a continuous supply of power and communications at the site, and on the correct operation of the connected equipment, which are outside our direct control.
6. Warranties and Maintenance
Installed equipment is covered by the manufacturer's warranty and, where applicable, by the workmanship terms set out in your agreement. Ongoing maintenance and support are provided under a separate maintenance contract where one is in place. Faults should be reported to us promptly so that we can respond in line with the agreed service levels.
7. Liability and Insurance
Empress maintains appropriate insurance for its activities. Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot lawfully be excluded. Subject to that, our liability is as set out in your service agreement. Security services reduce, but cannot eliminate, the risk of loss, and we are not liable for losses arising from causes beyond our reasonable control.
8. Term and Termination
The duration and notice periods for your services are set out in your service agreement. Either party may end the agreement in accordance with those provisions. On termination, any charges due up to the end of the agreement remain payable.
9. Data Protection
We handle personal data, including CCTV footage, in accordance with UK data protection law and our Privacy Policy. Our ICO registration reference is ZB816112.
10. Governing Law
These terms and any services we provide are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute. If you have any concern about our service, please see our Complaints Procedure.