What if the equipment stops working?

During the life of your contract with us, it is our responsibility to ensure that our equipment and services operate as promised.

In principle, and subject to our T&Cs, this means that as long as the service contract is in force, we will fix or replace defective equipment without additional charges. Battery replacement and charging, damage caused deliberately or negligently by the customer, lost devices and end of life devices are not covered. Please note that in the following circumstances additional charges are payable at the rate applicable at the time:

• If you upgrade services or make alterations to your premises requiring repairs to the alarm system beyond normal maintenance;
• If you fail to provide access at a pre-agreed time for servicing or maintenance work;
• For emergency call-outs if more than two emergency call-out visits occur within a 12 month period;
• For the call-out charges related to the periodic replacement of the chemical element of the ZeroVision system; and
• For repair to the system if the alarm system does not operate following reinstatement post-suspension and the fault is not due to Verisure.

Further information can be found in our terms and conditions.