Terms & Conditions
Last Updated: October 2025
Welcome to Norfolk & Suffolk Security Ltd (NSS). By accessing or using our website, booking a service, or entering into an agreement with us, you agree to comply with the following terms and conditions. Please read them carefully.
1. General Information
Company Name: Norfolk & Suffolk Security Ltd
Registered Office: North East Business Centre, Pinbush Road, Lowestoft, NR33 7NQ
Email: sales@nssecurityltd.co.uk
Phone: 01502 819333
Website: www.nssecurityltd.co.uk
NSS provides fire and security services to both domestic and commercial clients across Norfolk, Suffolk, and surrounding regions.
2. Quotations & Estimates
All quotations are free of charge and valid for 30 days from the date of issue unless otherwise stated.
Quotations are based on information provided during the site survey or consultation. Any changes to system requirements, site conditions, or client specifications may result in a revised quotation.
Acceptance of a quotation constitutes agreement to these Terms and Conditions.
3. Bookings & Site Surveys
All installations, servicing, and maintenance packages are subject to a free on-site survey to confirm suitability, compliance, and pricing.
Surveys are arranged by appointment, and NSS reserves the right to reschedule due to weather, access, or safety considerations.
Clients must ensure safe access to the property or premises during the survey and installation.
4. Payments
Payment terms will be clearly stated on your invoice or contract.
For one-off installations, payment is typically 50% deposit upfront and 50% on completion, unless otherwise agreed.
Maintenance plans and service agreements are payable monthly or annually in advance via Direct Debit or invoice.
All online and account-based payments are processed securely via QuickBooks.
Prices listed on our website and brochures exclude VAT unless otherwise stated.
5. Cancellations & Refunds
Cancellations must be submitted in writing within 14 days of acceptance for a full refund (if no work has commenced).
Once installation or servicing begins, cancellations may incur costs for labour, materials, and administrative fees.
Refunds for prepaid maintenance plans will be calculated on a pro-rata basis, deducting services already rendered.
6. Service Plans & Renewals
Annual and monthly maintenance plans run for a 12-month term and renew automatically unless cancelled in writing 30 days before the renewal date.
Clients will receive a renewal reminder via email prior to renewal.
Any upgrades or downgrades to service tiers must be requested before the renewal date.
7. Call-Outs & Emergency Support
Standard call-out hours are Monday to Friday, 9:00am – 5:00pm.
Out-of-hours call-outs are available for active customers and are subject to additional charges unless covered under your plan.
All call-out rates and response times are detailed within your service agreement or chosen package.
8. Equipment & Ownership
All equipment supplied remains the property of NSS until full payment has been received.
Systems provided under financed or rental agreements remain NSS property until all obligations are fulfilled.
Once payment is complete, ownership and responsibility transfer to the client.
9. Warranties & Guarantees
All new installations carry a 12-month parts and labour warranty unless otherwise specified.
Warranty does not cover damage caused by misuse, vandalism, electrical surges, or third-party interference.
Any modifications or repairs performed by unauthorised personnel will void the warranty.
10. Compliance & Standards
All installations and maintenance are carried out by certified NSS engineers in accordance with:
BS 5839 – Fire Detection & Fire Alarm Systems
BS 7671 – Electrical Installation Regulations
UK Health & Safety Regulations
Compliance certificates and system documentation are provided upon completion.
11. Liability
NSS shall not be held liable for indirect or consequential loss, including business interruption, data loss, or third-party damages arising from system failure or misuse.
Clients are responsible for maintaining adequate insurance coverage for property and assets.
NSS will not be liable for failure to perform its obligations due to circumstances beyond its control (e.g., severe weather, supply chain delays, or industrial action).
12. Privacy & Data Protection
NSS complies with the UK General Data Protection Regulation (GDPR).
Personal data collected through the website or service forms is used solely to process enquiries, bookings, and service agreements.
We never sell or share customer data with third parties.
13. Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the English courts.
14. Contact
For any questions regarding these Terms & Conditions, please contact us:
Email: admin@nssecurityltd.co.uk
Phone: 01502 819333
Address: North East Business Centre, Pinbush Road, Lowestoft, NR33 7NQ
At Norfolk & Suffolk Security, we believe in transparency, integrity, and professionalism — ensuring every client receives clear communication and dependable service from start to finish.
