Please read this carefull before placing any booking

To adhere to laws & licensing within the UK we have set out a Terms and Conditions policy For your protection.

Between you (‘the customer’) and HD Security, here known as HD Security (‘us’).

1.1 The installed system is designed to reduce the risk of loss or damage to your premises so far as this can be done by the use of this type of equipment. However, we do not guarantee that the system cannot be removed, tampered with or made to stop working by you or any unauthorised person. Should this happen, HD Security are not responsible for any losses you may suffer directly or indirectly.

2.1 A minimum deposit of £99 (analogue) or £199 (digital) of the package cost will be required when the order for installation is placed.

2.2 The balance is payable immediately upon completion of the work by our service engineer.

2.3 Payment is by cash, bank transfer or debit/credit card. The following payment cards are accepted: Visa, MasterCard, Maestro, Delta, Electron or Solo. The card payment is to be completed BEFORE the engineer leaves the property. WE DO NOT ACCEPT CHEQUES.

2.4 We expect you to pay monies due promptly. If payment to us is overdue, we will charge you interest at 2% over the base rate of National Westminster Bank, from the date of our invoice until the date you pay PLUS a late payment fee of £99.00 Should you refuse to pay the money plus any interest and late payment fee due to us, we will transfer the payment collection to a debt recovery agent or solicitor. The additional costs of the debt collection and any legal and court fees will also apply.

3.1 All quotes are valid for a period of 30 days.

3.2 The quoted costs may be revised if:

(a) You require the work to be carried out more urgently than agreed.
(b) You change the specification.
(c) Your premises are in some way unsuitable for the equipment and this was not apparent during the course of the telephone/e-mail conversation or there are circumstances which we should have been made aware of.
(d) any other special circumstances that arise and we were not made aware of in writing when supplying our original quotation arose. This includes:
Re-visits of the installer/technicians/engineer for reconfiguration of the system.
Remote viewing, where the customer is responsible for the availability of a broadband internet service, a router that provides the ‘PORT-FORWARDING’ function and a public (static) IP address.
The installation work is outside the working hours of 8.00am – 8.00pm Monday – Friday, except statutory holidays. Requests made by the customer to install outside these working hours will incur additional charges.
Engineers are asked to work outside standard practices of installations. Unless stated on the Works Schedule or we were made aware in writing when supplying our original quotation. Installs should be carried out in easily accessible areas without the need for additional labour work. This includes:

Underground cabling
Building work
Removal of floor boards, Carpet lifting/laying
Erecting poles
Cable containment
Exceptionally high ceilings
Drilling through walls thicker than 400mm

The above will incur additional charges as agreed by the company representatives if required.

NOTE ~ Additional charges may be made if our engineers/technicians/installers are not provided with access to doors, shutters, windows, or any other areas where cables and equipment needs to be installed thereby incurring extra cable length. In any case, the customer will not be liable for extra costs beyond their reasonable knowledge.

4.1 Our ‘CCTV package’ prices quoted on this site are for installations within Newcastle upon Tyne, Gateshead, Sunderland & surrounding areas. Prices are available on application for locations outside of this area.

4.2 The company (HD Security Limited) will endeavour to deliver and/or complete security systems as soon after receipt of an order as possible but cannot accept any responsibility or liability whatsoever for any claim arising in connection with any delay in delivery or completion howsoever caused.

4.3 You agree to give us and our workers full access to your premises to survey, measure, install, test and service the equipment. You also agree to provide an adequate electricity supply for the equipment to operate correctly. If our work is interrupted or delayed because of a problem with access, or the electricity supply is inadequate, we may make an additional charge. We are not liable if completion is delayed due to circumstances beyond our control. By signing the contract with us, you guarantee that you have full authority to allow the installation and no other consent is needed.

4.4 You agree to allow our engineers to take non identifying photographs of your installation for publication on our website and digital media channels including social media.

5.1 If you would like to cancel an installation you’ve arranged online, over the phone, you are entitled to a 14-day cooling-off period during which you can cancel for any reason and get your money back, unless 5.2 applies. You also get this cooling-off period if you were approached by the business somewhere off the business’s premises and it costs £42 or more. Your cooling-off period begins the day after you enter into contract with the us – verbal or otherwise.

5.2 If a ‘permit to work‘ agreement has been signed by the customer, in order to allow us to commence work prior to the expiry of the 14 day cancellation period, you understand that if you subsequently cancel the contract within the 14 day period, you will be asked to pay for any work that has been carried out prior to the cancellation.

5.3 To ensure consistency of installation, quality and service our engineers will perform pre and post installation checks on the equipment and will photograph completed installations.

5.4 We will provide full training on completion of installation & extra training days are available for new staff etc.

We provide a warranty period of 12 months on all our products, with the exception of the Hikvision Digital IP system which carries a warranty of 36 months.

6.1 The customer must notify us immediately of a fault occurring with the security system and we will repair such fault as soon as possible after receiving notification.

6.2 We guarantee that we will repair faults in the installed system free of charge within the warranty period from the installation date. This guarantee does not apply to matters stated in condition 6.3.

6.3 The guarantee does not apply if we believe or have reason to suspect that changes have been made to a system/products supplied by our company or to faults caused by the following:

Incorrect adjustment or positioning by you or others of any part of the system.
Consumable items of all kinds failing. Consumables are items with a finite life such as lamps and batteries.
Products added to the CCTV system not supplied directly by us.
Work carried out by police, fire or other authorities, or by any telecommunication agency or other party.

6.4 A call out fee of at least £50 will be charged if the fault / malfunction caused to the system has been made by the user and not a defective part / installation. For example, if an engineer attends to assess a ‘no video’ issue that has been caused by the customer accidentally or otherwise cutting, or disturbing the installation cables / components, a fee will be chargeable. If upon investigation there is a faulty part this will be repaired or replaced with no fee payable within the warranty period.

If we are unable to configure the remote viewing on the day of the scheduled installation due to IT technical issues, ISP unavailability or lack of details such as Router IP address, user name and password then further charges will apply to remotely configure or revisit to complete the set up.

The company (HD Security) cannot be held liable for client IT issues such as change of router, failed connection, change of internet service provider, re-set of router, new mobile phone, loss of settings on the router or a new operating system.

8.1 The company (HD Security) shall not be liable, unless due to our own negligence for the costs of any work, repairs or replacement of equipment which results from fire, electrical power surge, storm, flood, accident, neglect, misuse or malicious damage.

8.2 The company (HD Security) does not warrant or represent that that the operation of the installation will be uninterrupted or error free. We provide the system to assist in the security of the customers premises but does not thereby warrant the security of the property, the customer or the contents therein.

8.3 The company (HD Security) does not act and shall not be deemed to act as an insurer of the customers property or contents contained therein and give no warranty that by virtue of the installation of the system, the property or contents contained therein are completely secure or inviolable.

8.4 The company (HD Security) shall have no liability in contract, unless due to our own negligence for any loss suffered and in particular, we do not accept any liability whatsoever for any consequential loss or damage (including loss of earnings or profits) which may arise from any malfunction or defect of the system.

8.5 The terms and conditions given in this contract do not affect your rights under the Sale of Goods Act or Unfair Contract Terms Act.


(HD Security) shall not be liable for any failure of or delay in the performance of this Agreement for the period that such failure or delay is due to causes beyond its reasonable control, including but not limited to acts of God, war, strikes or labour disputes, embargoes, government orders or any other force majeure event.

This contract is governed by the laws of England and Wales, Scotland or Northern Ireland as the case may be and each party submits to the jurisdiction of the Courts thereof.

We hope that you will be pleased with any purchase you’ve made from us – but if there’s something you’re not happy with, we’d like you to tell us about it so that we can try to put matters right.

In the first instance, please call us on 0800 2888 613. If you do not wish to discuss matters over the phone, you may also contact us via the methods below;



Published 8 December 2015

1. Surveillance Camera Commissioner

The Protection of Freedoms Act 2012 introduced the regulation of public space surveillance cameras in England and Wales. As a result the surveillance camera code of practice (2013) was issued by the Secretary of State under section 30 of the act to ensure that the use of cameras in public places is regulated and only used in pursuit of a specified purpose. The code, which came into force on 12 August 2013, seeks to balance the need for cameras in public places with individuals’ right to privacy.

The code applies to the use of surveillance camera systems that operate in public places in England and Wales, regardless of whether or not there is any live viewing or recording of images or information or associated data. The role of the Surveillance Camera Commissioner (SCC) is to encourage compliance, review operations and provide advice about the code.

You can contact the SCC at

2. Information Commissioner’s Office

The Information Commissioner’s Office (ICO) regulates and enforces the Data Protection Act (DPA) which covers images being recorded by CCTV cameras. Please note that in light of the Rynes judgment by the Court of Justice of the European Union, if your CCTV covers any areas beyond the boundaries of your property it will no longer be regarded as domestic processing and be exempt from the DPA. If you have any questions or complaints about the use of domestic CCTV, please contact the ICO at or call 0303 123 1113.

3. General guidance

An individual has the right to protect their property and this can be done by using a CCTV system where it is necessary, such as a security measure. However, the Surveillance Camera Commissioner recommends that users of CCTV systems should operate them in a responsible way to respect the privacy of others.

A CCTV system to protect a domestic dwelling from acts of crime and anti-social behaviour is now commonplace. Although this seems a reasonable use, there have been a number of complaints to the police, ICO and the SCC from neighbours and other members of the public using pavements in the vicinity who believe that cameras are being used to spy on them and their families.

Below is a short set of considerations to guide you through steps for ensuring that your CCTV security system reduces the risk of intruding on the privacy of others, including neighbours.

3.1 Reasons for getting a CCTV system

Think about the following questions before getting a CCTV system:

  • why do I need CCTV?
  • could I use another means to protect my home, such as improved lighting?
  • what do I want my CCTV camera to view and record? (this could be the front door, a parking space, the back yard, a shed etc)

3.2 How your CCTV system affects others

It is important to consider the privacy of others while setting up your system. Ask yourself:

  • where will I position the CCTV to ensure minimal intrusion in to my neighbour’s and other people’s privacy?
  • will the range of the cameras overlook my neighbour’s property, pavements and other areas? (if so, consider ways to reduce intrusion such as using privacy filters)
  • how will my neighbours feel about my CCTV?

You also need to be aware that if your camera(s) captures images outside the confines of your of household, those images are subject to the DPA. Please see the Information Commissioner’s Office website for more information about domestic cameras covering areas other than your own property.

3.3 Letting people know about your CCTV system

Ensure that you are transparent to those around you when installing your CCTV system. You can do this by:

  • informing your neighbour(s) about your system
  • putting up a notice informing people that recording is taking place

3.4 If you already have a CCTV system

If you already have a CCTV system installed, you should check that:

  • your system is still needed
  • your cameras do not intrude on your neighbour’s property as this could mean that you will not be complying with the DPA
  • you regularly delete the recordings and that they are not kept for longer than is necessary for the protection of your property

Please note that if your camera is pointing directly at a neighbour’s property, you should take steps to reposition it to avoid complaints or in some cases accusations of violation of privacy or harassment.

3.5 Taking responsibility for your CCTV system

If you are thinking of installing a CCTV system on your property, you should be aware of your responsibilities:

  • it is your responsibility to make sure that the CCTV system is installed correctly
  • you are also responsible for all the information that is recorded by your system
  • you must make sure that the information is not used for any other purpose than protecting your property
  • it is vital that you understand how your system works, so please make sure you read the manual and if necessary ask your installer to show you how to operate it

3.6 Storing the recorded information

Ensure you follow the steps below when storing the information you record on your CCTV system:

  • you should make sure that the date and time on your system are accurate
  • it is important to check that you have enough recording space
  • you should not store any information or images for longer than is necessary to protect your property which means you should delete the information once it is no longer required
  • you should make sure that the information recorded is used only for the purpose for which your system was installed (for example it will not be appropriate to share any recordings on social media sites)
  • you must keep the recordings secure and keep access to them to a minimum (remember that you are responsible for what happens with the information)

3.7 After installation

Once you’ve installed your CCTV system, you should consider the following:

  • it is important that you check your system regularly to make sure that it is working properly (this may include cleaning any debris affecting the camera and wiping it down after bad weather)
  • you should also check the position of your camera from time to time to make sure it still captures the right images and does not overlook someone else’s property or public space, such as walk ways

3.8 Using information as evidence

In certain circumstances, the information you record may be used as evidence. You should bear in mind that:

  • if your system captures information of an incident, it could be use by the police to aid an investigation
  • it is important that the information you record can be used as evidence, if required
  • if you are not sure, check with your installer or your local police authority


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