Terms of service

Below you will find our terms of service for the various services we offer.

Installation terms and conditions

The below terms and conditions apply to all Surveillance Store installation services:

  1. All installers are employed or contracted and authorised by the Surveillance Shop to carry out installation work.
  2. The type of service (fixed or variable price) is agreed when ordering the installation and cannot be changed during or after installation.
  3. Travel reimbursement outside Stockholm and Gothenburg is charged at the basic cost of the nearest major city plus a supplement of SEK 60 per mile (total mileage) calculated from the central station in each city.
  4. Work is done with low voltage only unless otherwise agreed.
  5. Costs for installation materials such as cables, connectors, mouldings and the like will be added unless otherwise agreed.
  6. Cabling is done with nubs unless otherwise agreed.
  7. Drilling holes in extremely thick walls (over 35cm) in hard materials such as concrete or stone is not something we can normally do and is therefore not part of our installation service. However, we will help you find a suitable contractor for the drilling, but the cost of drilling will be added.
  8. For installation heights above 4 metres, you must inform us well in advance of installation to book a skylift or equivalent. In the event of waiting time for the collection of a skylift or equivalent, our regular hourly rate will be charged.
  9. Basic training is provided by our eminent support staff by phone and possibly screen sharing.
  10. In order to access your installed system remotely, you need a suitable internet connection, preferably fibre.
  11. The installer must be given free access to the premises where the installation is to be carried out, as well as access to the network and router (if network configuration is required). Waiting time beyond the control of the installer (for example, lack of password to router or other things that limit access to network configuration) is always charged at an hourly rate according to our regular hourly rate.
  12. Prices are inclusive of VAT for individuals and exclusive of VAT for businesses.

Support agreement terms

The terms and conditions below apply to all Surveillance Store Support agreements:

  1. All support technicians are employed and trained by the Surveillance Store to perform qualified support on surveillance equipment provided by the Surveillance Store.
  2. A support contract includes unlimited telephone support during our opening hours.
  3. Support contracts can be signed at any time.
  4. Support Plus contracts can only be signed during the regular warranty period or after functional verification of products and provide an unlimited warranty for the duration of the contract.
  5. A Support Agreement gives you exclusive offers at regular intervals, provided you choose to receive communications from the Surveillance Store.
  6. The operational monitoring service does not provide a guarantee of operation, but we will keep an eye on your system to make sure it is working, notify you if anything happens, and try to fix it quickly without you having to be on site.
  7. None of the agreements are associated with an insurance policy and we take no responsibility if products are used in an improper manner that violates Swedish law.
  8. Support contracts are signed and run annually and are paid in advance. They have a one-month cancellation period where you receive an invoice well before the cancellation period expires for the next annual period.
  9. Prices are inclusive of VAT for individuals and exclusive of VAT for businesses.

Terms of use

The terms and conditions below apply to all of the Surveillance Shop's support services:

  1. All support technicians are employed and trained by the Surveillance Store to perform qualified support on surveillance equipment provided by the Surveillance Store.
  2. We do not take responsibility for your password for privacy reasons.
  3. Support contracts can be signed at any time if you need help.
  4. Troubleshooting can sometimes take longer than 10 days depending on contact with our suppliers or more extensive testing. We always communicate with you so that you know what is happening with the product.
  5. Prices are inclusive of VAT for individuals and exclusive of VAT for businesses.