PRESTIGE SECURITY SOLUTIONS

GENERAL TERMS AND CONDITIONS

1. Scope of Services

These Terms and Conditions apply to all products, services, installations, maintenance, repairs, integrations, and related works provided by Prestige Security Solutions (“the Company”) to any client (“the Client”).

Services include but are not limited to alarm systems, CCTV systems, access control, intercom systems, WiFi and network infrastructure, electric fencing, and gate or garage automation.

The agreed scope of work is defined in the accepted quotation or written instruction. Any work not expressly included shall be treated as a variation and may be quoted separately.

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2. Quotations and Pricing

Quotations are valid for 7 days unless otherwise stated. Prices exclude builder’s work, trenching, electrical work, plastering, painting, cosmetic finishes, shelving, cabinets, racks, and custom brackets unless explicitly stated.

Working heights are limited to 2.6 metres unless otherwise specified in writing. Work above this height may result in additional costs.

Cabling follows the shortest practical route and may be ceiling-routed or surface-mounted, with or without conduit or trunking, at the Company’s discretion unless otherwise specified in writing.

Power outlets and network ports must be available at installation points. Electrical modifications remain the Client’s responsibility.

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3. Call-Outs and Labour

Call-out and labour are charged in accordance with the Company’s published rate structure. Labour is calculated from arrival on site until departure. After-hours and public holiday rates apply where applicable.

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4. Client Responsibilities

The Client shall:

• Provide safe and unobstructed access to site.
• Ensure compliance with estate, HOA, or Body Corporate rules.
• Provide toilet facilities for installation staff. Where unavailable, a portable toilet may be arranged at the Client’s cost.
• Ensure safekeeping of all equipment delivered to site, whether partially or fully installed.
• Maintain adequate insurance cover for equipment on site.

The Company shall not be liable for theft, vandalism, or damage to equipment while on site. Where security personnel are required during installation, such costs shall be billed separately to the Client.

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5. Installation Conditions

Drilling through tiled or decorative surfaces is avoided where possible. Where authorised, risk of surface damage is accepted by the Client.

All drilled holes will be backfilled with white acrylic filler. Ground cuts will be restored using cement or cold mix tar. Adhesives used may yellow over time; this is not a defect.

Unless otherwise stated, internet-connected devices will be connected via wired Ethernet, not WiFi.

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6. Post-Installation Testing

The Client is responsible for regular system testing. Faults must be reported promptly.

During the warranty period, the Company will endeavour to respond within 7 business days, subject to access, parts availability, and external factors.

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7. System Limitations

Security systems reduce risk but do not eliminate it. The Company does not guarantee prevention of theft, vandalism, or loss and does not act as an insurer.

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8. Warranties

A 12-month warranty applies to workmanship and to equipment supplied, subject strictly to the supplier’s terms and conditions.

Any equipment deemed defective within the 12-month period will be removed and returned to the supplier for assessment. All warranty claims are subject to the supplier’s approval, evaluation procedures, and turnaround times. The supplier retains sole discretion to determine whether the equipment will be repaired, replaced, or credited.

This warranty excludes consumables, damage caused by power surges, lightning, vandalism, misuse, third-party interference, environmental conditions, and criminal acts.

If a reported warranty issue is found to be non-warranty related, the Client shall be liable for call-out, labour, and parts.

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9. Payment Terms

A deposit of 70–80% is required prior to commencement of work, as determined by the Company. The balance is payable upon installation completion.

Payment may not be withheld due to post-installation faults covered under warranty.

Failure to settle outstanding balances entitles the Company to withhold services, including warranty support.

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10. Surge Protection

Adequate surge protection is the responsibility of the Client. Damage caused by power surges, voltage instability, load shedding, or lightning is excluded from warranty.

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11. Liability

The Company’s liability is limited to the value of work performed or equipment supplied. No liability is accepted for indirect or consequential loss.

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12. Governing Law

These Terms and Conditions are governed by the laws of the Republic of South Africa.

Variation of Terms

The Company reserves the right to amend or update these Terms and Conditions from time to time in order to reflect changes in legislation, supplier requirements, operational practices, or industry standards.

Any amendments shall apply to all new quotations, installations, services, and agreements concluded after the date of publication of the revised Terms.

No amendment shall affect work already completed or contracts formally accepted prior to the date of such amendment, unless agreed in writing between the parties.

The latest version of the Terms and Conditions will be made available on the Company’s website or upon request.

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13. Acceptance Testing and Commissioning

Upon completion of installation the Company may conduct operational testing to confirm that the system operates according to specification.

Where the system demonstrates correct operation the installation shall be deemed accepted.

Minor adjustments, calibration or environmental optimisation shall not delay completion or payment.

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14. Commissioning and Environmental Adjustment

Outdoor sensors, electric fencing and perimeter detection devices may require commissioning adjustments after installation to optimise performance in site-specific environmental conditions.

Environmental factors include vegetation movement, insects, wind, rain, wildlife, temperature fluctuations, electrical interference and structural movement.

Such adjustments do not constitute defective equipment or workmanship.

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15. Sensor Masking

Sensor masking refers to obstruction or interference preventing a detection device from functioning correctly.

Masking may occur due to furniture placement, stored items, dust accumulation, insects, spider webs, paint or deliberate tampering.

Clients should regularly inspect sensors and ensure detection areas remain unobstructed.

Anti-masking sensors are available for higher-risk installations where requested.

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16. Electrical Supply Conditions

Security equipment requires stable electrical supply.

South African supply conditions including load shedding, voltage instability, grid switching events, lightning and power surges may affect electronic equipment.

Solar systems, inverters and generators may introduce unstable voltage or frequency variation.

Prestige Security Solutions shall not be liable for damage caused by unstable electrical supply.

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17. System Limitations and Layered Security

Security systems reduce risk but cannot eliminate it.

Prestige Security Solutions does not guarantee that systems cannot be bypassed, defeated or tampered with.

Clients should implement layered security including physical barriers such as gates, burglar bars, fencing and lighting together with electronic systems.

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18. Environmental Changes After Installation

Renovations, landscaping changes, vegetation growth or structural alterations after installation may affect system performance.

Prestige Security Solutions shall not be responsible for performance changes caused by such alterations.

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19. Burglary and Loss Disclaimer

Prestige Security Solutions installs systems intended to reduce risk and improve detection capability.

The Company does not act as an insurer of the Client’s property and shall not be liable for burglary, theft, vandalism or loss.

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20. Client Network and Internet Changes

Remote viewing and connectivity depend on the Client’s ISP, router configuration and network stability.

Prestige Security Solutions shall not be responsible for loss of connectivity caused by router replacement, ISP changes or network reconfiguration.

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21. Refusal of Maintenance

Electronic security systems require periodic inspection and maintenance.

Where recommended maintenance is declined the Company shall not be responsible for deterioration of system performance or nuisance alarms.

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22. Force Majeure

Prestige Security Solutions shall not be liable for delays or failure caused by events beyond its control including civil unrest, sabotage, natural disasters or national grid failure.

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23. Payment Default and Enforcement

All invoices are payable strictly in accordance with the terms stated on the quotation or invoice.

Any amount not paid by the due date shall be deemed in default.

In the event of default, Prestige Security Solutions reserves the right to:

• Suspend all services, including warranty support, maintenance, remote access, monitoring integration, and technical assistance
• Disable or restrict system functionality where legally permissible
• Withhold programming codes, configuration access, or documentation
• Refuse future bookings or call-outs
• Institute legal proceedings for recovery of outstanding amounts.

Overdue amounts shall accrue interest at the maximum rate permitted by law from due date until payment in full.

The Client shall be liable for all recovery costs, including collection commission and legal fees on an attorney-and-client scale.

Ownership of all equipment supplied remains vested in Prestige Security Solutions until full payment has been received.

The Client may not withhold or reduce payment due to alleged defects or pending warranty claims unless agreed in writing.

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24. Dispute Resolution Process

Should the Client dispute any invoice, charge, or aspect of the installation or services rendered, the following process shall apply:

The dispute must be submitted in writing within 5 business days of invoice date or completion of works.

The Client must clearly specify the nature of the dispute and provide supporting detail.

Undisputed portions of the invoice must be paid in full by the due date.

Prestige Security Solutions shall investigate and respond within a reasonable time.

The lodging of a dispute does not suspend payment obligations for undisputed amounts.

Where the dispute relates to workmanship or performance, Prestige Security Solutions shall be given reasonable access to inspect and rectify any verified defects before any third-party contractor is appointed.

Failure to follow this process shall constitute acceptance of the work and charges invoiced.

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25. Completion and Snag Adjustments

Installation shall be deemed complete when:

Equipment is installed in accordance with the accepted quotation; and

The system is powered, configured, and operational.

Minor adjustments, calibration, optimisation, commissioning refinements, or non-material snag items shall not delay or suspend final payment.

Post-installation fine-tuning, sensitivity adjustments, user configuration updates, or environmental optimisation are considered part of normal commissioning and do not affect completion status.

Final payment remains due upon completion notwithstanding:

Minor adjustments;

Cosmetic concerns not affecting functionality;

User training or configuration changes;

Environmental optimisation requirements.

Any additional works requested beyond the original scope shall be treated as a variation and quoted separately.

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ANNEXURE A – Alarm Systems

A1. False Alarm Management

A false alarm is an activation not caused by confirmed intrusion.

Occasional false alarms are inherent to electronic systems and are considered acceptable. Repeated activations on the same zone within a short period may constitute a genuine fault.

Outdoor beams and perimeter sensors may require post-installation adjustments.

The Client may be required to provide date, time, zone details, and weather conditions to assist fault resolution.

A2. Battery Backup

Alarm panels are supplied with standard battery backup intended for short-term operation during power failure.

Most systems provide approximately 1–3 hours backup depending on system size and battery condition.

Prestige Security Solutions does not guarantee specific battery standby times. Any runtime provided is an estimate only.

Extended backup solutions must be specified at planning stage and are quoted separately.

A3. Panel Access

Newly installed alarm panels may be locked during the warranty period.

Third-party access, modification, or programming during warranty shall void the warranty.

Access codes may be requested after warranty expiry, subject to full settlement of all accounts.

A4. Criminal Damage

Equipment damaged due to burglary, attempted burglary, vandalism, sabotage, or external events is not for the Company’s account.

The Client must maintain adequate insurance cover.

The Company cannot guarantee that any system or component cannot be bypassed and shall not be liable should this occur.

A5. Commissioning and Adjustment Visits

Certain alarm components, particularly outdoor beams, perimeter devices, and high-sensitivity sensors, may require progressive adjustment following installation to stabilise performance under real-world environmental conditions.

As part of the commissioning process, a technician may be required to attend site on one or more occasions to:

• Fine-tune sensitivity settings
• Adjust alignment
• Optimise detection thresholds
• Evaluate environmental interference and site variables.

Such adjustment visits during the initial commissioning and warranty period shall not be deemed defective workmanship.

Environmental stability cannot be guaranteed during the initial commissioning period and may require calibration over a period of time.

Where repeated activations are caused by environmental changes, vegetation growth, insect infestation, structural movement, power instability, or site alterations after installation, additional visits may be chargeable at the Company’s standard call-out and labour rates.

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ANNEXURE B – CCTV Systems

B1. Purpose and System Limitations

CCTV systems are installed for deterrence, monitoring, and post-event review.

CCTV systems are reactive monitoring tools and shall not be relied upon as the sole means of security.

Prestige Security Solutions does not guarantee that criminal activity will be prevented, that all incidents will be captured, or that all individuals will be identifiable.

Image clarity depends on camera placement, lighting, distance, movement, and environmental conditions.

Wide-angle cameras are designed for coverage and are not necessarily intended for facial identification unless specifically quoted.

B2. Lighting and Night Performance

Image quality is directly affected by available lighting. The Client is responsible for ensuring adequate lighting where identification is required.

Infrared (IR) cameras may produce black-and-white footage at night. Performance may be affected by glare, reflection, moisture, or environmental interference.

Night performance limitations do not constitute defective workmanship.

B3. Storage and Recording Retention

Recording duration depends on hard drive capacity, resolution, frame rate, number of cameras, and scene activity.

Retention period estimates are approximations only.

Prestige Security Solutions does not guarantee a specific retention period unless explicitly stated in writing.

The Client is responsible for verifying recording functionality and promptly downloading relevant footage after incidents.

The Company is not liable for footage loss due to overwriting, power failure, hard drive failure, system damage, or user deletion.

B4. Remote Access and Network Dependency

Remote viewing depends on internet connectivity, router stability, ISP performance, and power availability.

Prestige Security Solutions is not liable for ISP outages, router reconfiguration, firewall restrictions, or network changes after installation.

Unless otherwise specified, internet-enabled devices will be connected via wired Ethernet and not WiFi.

B5. Hard Drives and Component Wear

Recording devices contain mechanical hard drives subject to wear.

Hard drive failure is not defective workmanship and is subject only to manufacturer warranty.

Replacement outside warranty is chargeable.

B6. Camera Placement and Environmental Changes

Camera placement is based on site conditions at installation.

Prestige Security Solutions is not responsible for coverage limitations caused by vegetation growth, structural alterations, new obstructions, or environmental changes after installation.

Repositioning due to site changes is chargeable.

B7. Tampering and Criminal Damage

Equipment damaged due to theft, attempted theft, vandalism, sabotage, fire, or external events is not for the Company’s account.

The Client must maintain adequate insurance cover.

B8. Power and Surge Protection

CCTV systems are sensitive to voltage instability and surges.

Surge protection is the responsibility of the Client.

Damage caused by lightning, load shedding, or unstable power supply is excluded from warranty.

B9. AI Analytics and Motion Detection

AI-based detection and motion analytics are probabilistic systems and not infallible.

False alerts or missed detections may occur.

Analytics performance depends on camera positioning, lighting, and environmental stability.

B10. POPIA Compliance and Privacy

The Client is solely responsible for compliance with the Protection of Personal Information Act (POPIA) and any applicable privacy legislation.

This includes installing appropriate signage, limiting camera coverage to lawful areas, controlling access to footage, and ensuring lawful disclosure.

Prestige Security Solutions does not provide legal advice regarding privacy compliance and is not responsible for how footage is accessed or shared by the Client.

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ANNEXURE C – Access Control Systems

C1. System Purpose and Limitations

Access control systems regulate entry based on programmed credentials.

The system does not guarantee prevention of unauthorised access, tailgating, forced entry, or misuse of valid credentials.

The Client is responsible for controlling distribution of tags, cards, codes, and biometric access rights.

C2. Credential Management

The Client is responsible for adding, deleting, and managing user credentials unless a service agreement provides otherwise.

Loss, theft, or misuse of access credentials does not constitute system failure.

Emergency override keys and master credentials must be safeguarded by the Client.

C3. Power and Backup

Controllers and locking devices rely on power availability. Backup duration is limited and not guaranteed unless specified in writing.

Extended battery or UPS solutions must be specified at quotation stage and are quoted separately.

C4. Door Hardware and Mechanical Components

Maglocks, strikes, closers, hinges, and door alignment significantly affect system performance.

Prestige Security Solutions is not responsible for faults arising from door misalignment, structural movement, worn hinges, or improper door hardware.

Mechanical defects may require third-party correction at the Client’s cost.

C5. Networked Systems

Where controllers are network-connected, performance depends on network stability.

Prestige Security Solutions is not liable for network outages, IP changes, firewall rules, or IT reconfiguration by third parties.

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ANNEXURE D – Electric Fencing

D1. Environmental Sensitivity

Electric fences are highly sensitive to vegetation, wind, insects, and grounding conditions.

False alarms caused by vegetation growth, debris, insect activity, or poor earth continuity are not considered equipment faults.

D2. Maintenance Requirements

Regular trimming, insulator inspection, and earth testing are required.

Failure to maintain vegetation clearance may result in nuisance alarms and performance degradation.

D3. High Voltage Components

High-voltage cables, joints, and insulators deteriorate over time.

Replacement of weathered components outside warranty is chargeable.

D4. Structural Movement

Fence stability depends on poles, brackets, and weld points. Prestige Security Solutions is not responsible for fence movement, cracked plinths, or structural instability caused by environmental or third-party factors.

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ANNEXURE E – Gate and Garage Automation

E1. Mechanical Wear

Gate motors operate in conjunction with wheels, tracks, hinges, and rack systems.

Motor strain caused by worn wheels, misalignment, or structural issues is not defective workmanship.

E2. Obstruction and Impact Damage

Damage caused by vehicle impact, forced opening, or obstruction is not for the Company’s account.

E3. Safety Devices

Photo beams and safety edges reduce risk but do not eliminate injury or damage.

Prestige Security Solutions is not liable for misuse or bypassing of safety devices.

E4. Power Dependence

Automation systems rely on power availability. Backup batteries provide limited operation and are not guaranteed for specific cycle counts.

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ANNEXURE F – WIFI Access Points and Network Infrastructure

F1. Coverage Expectations

WiFi performance depends on building materials, interference, and device capability.

Signal strength and throughput are not guaranteed across all areas unless a formal site survey was conducted and specified in writing.

F2. Interference and Environment

Performance may be affected by neighbouring networks, electrical interference, and environmental changes.

F3. Third-Party ISP and Router Dependency

Remote performance depends on the Client’s ISP, router configuration, upstream bandwidth, and power availability.

Prestige Security Solutions is not responsible for ISP outages, router replacement, router configuration changes, firewall rules, carrier-grade NAT restrictions, or any third-party network changes after installation.

Where third-party IT providers administer the network, Prestige Security Solutions’ scope is limited to the supplied equipment and agreed configuration only.

F4. Cabling, Power, and PoE

Network performance depends on cable quality, termination standards, PoE budgets, and power stability.

Power surges, voltage instability, and load shedding may affect network equipment and are excluded from warranty unless surge protection has been adequately implemented by the Client.

Any electrical work, additional power outlets, UPS provisioning, or distribution board modifications remain the Client’s responsibility unless explicitly included in writing.

F5. Ongoing Support and Change Control

Once the network is commissioned and confirmed stable, further changes requested by the Client or made by third parties may impact performance and may require additional billable support.

Fault-finding related to third-party configuration changes, ISP changes, user devices, or environmental interference is chargeable at the Company’s standard call-out and labour rates.

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