Terms of Sale
Updated:
1. Acceptance
For direct orders on our SALUS Protect website, our acceptance of your order will take place when SALUS Protect emails you to indicate our acceptance, at which point a contract will come into existence between you and us incorporating these Terms of Sale. If we are unable to accept your order, we will inform you of this by e-mail and will not charge you for any Products. This might be because the Product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the Product or because we are unable to meet a delivery deadline. Orders for our Products through a third-party online retail platform will be handled in accordance with the retailer’s terms.
2. UK Sales
Purchases from SALUS Protect are available only in the UK. You agree not to use or attempt to use any Product outside the UK. You also agree not to transfer or otherwise provide any SALUS Protect product or System components to any third party for use outside of the UK.
3. Use of Products
You agree not to use any Product for any illegal or unlawful purpose.
4. Sales are intended for End Users Only
Purchases made through the SALUS Protect website are intended for end-user customers only.
These terms are personal to you, as the purchaser of the Product. If you sell, gift or otherwise transfer the Product to any other person, that person will have no rights under these terms, save that the terms of the Limited Warranty shall continue to apply, if applicable. Installers and distributor partners will have a different set of terms and conditions for sale. If you are not an end-user please contact sales@salus-protect.com for more details.
5. Payment Methods
SALUS Protect accepts credit cards and debit cards as forms of payment, in each case as set out on our website. If a credit card is being used for a transaction, SALUS Protect may obtain a pre-approval from the credit card company for an amount up to the amount of the order. Billing to your credit card occurs at the time of purchase or when the order is shipped.
We are unable to accept credit cards issued by banks outside the European Economic Area. Debit cards and check cards have daily spending limits that may prevent the processing of your order.
6. Prices
The price of the Products (which excludes VAT) will be the price indicated on the order pages when you place your order. We take all reasonable care to ensure that the price of the Products advised to you is correct. However please see below for what happens if we discover an error in the price of any Products you order.
The total price will include the price of the Products in your order plus any applicable VAT and shipping charges and any customs or excise duty, less any discounts offered by SALUS Protect. SALUS Protect reserves the right to change prices for Products offered at any time and does not provide price protection or refunds in the event of a price drop or promotional offering.
If the rate of VAT changes between your order date and the date we supply the Products, we will adjust the rate of VAT that you pay, unless you have already paid for the Product in full before the change in the rate of VAT takes effect.
Subscription Services
a. We reserve the right to change the price of our monthly or annual subscription services at any time. If we make any changes to your subscription fee, we will provide at least 30 days' notice before the new pricing takes effect.
b. Price changes will be communicated via email. If you do not wish to continue your subscription at the new rate, you may cancel your service before the effective date of the change however, this may restrict the usage of the hardware. Continued use of the service after the new pricing takes effect constitutes acceptance of the updated fees.
Hardware Pricing
a. The prices of hardware products listed on our website are subject to change without prior notice. However, once you place an order and receive confirmation, the price for that order is fixed.
b. Promotional offers, discounts, or limited-time pricing may be adjusted or discontinued at our discretion and are not guaranteed for future purchases.
Taxes and Additional Charges
a. All prices displayed on our website are exclusive of applicable taxes, duties, and shipping fees unless stated otherwise. Any additional charges will be calculated and displayed at checkout.
b. In the event of changes in tax regulations or import/export duties, we reserve the right to adjust prices accordingly.
Errors and Corrections
a. It is always possible that, despite our best efforts, some of the Products may be incorrectly priced. We will normally check prices before accepting your order so that, where the Product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the Product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any Products provided to you.
You must pay for all Products in full before we dispatch them.
7. Value Added Tax
The total price of the Products will include VAT based on the delivery address and the rate in effect at the time your transaction is completed. We will charge all applicable VAT and custom duties, and SALUS Protect has the right to collect any tax it believes it is obliged to collect.
8. Delivery
To the extent permitted by law, delivery will be by a common carrier from SALUS Protect’s shipping point. This means that you (and not SALUS Protect) have the risk of loss or damage to the Products during shipment.
You will be responsible for the costs of delivery as set out on the SALUS Protect website.
We will ship Products without undue delay, subject to any time limits posted on our website at the time of the order.
If our supply of the Products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any Products you have paid for but not received.
You have legal rights if we deliver any Products late. If we miss the delivery deadline for any Products then you may treat the contract as at an end straight away if any of the following apply:
If you do not wish to treat the contract as at an end straight away or do not have the right to do so, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.
If you do choose to treat the contract as at an end for late delivery, you can cancel your order for any of the Products or reject Products that have been delivered. If you wish, you can reject or cancel the order for some of those Products (not all of them), unless splitting them up would significantly reduce their value. After that, we will refund any sums you have paid to us for the cancelled Products and their delivery. If the Products have been delivered to you, you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 01226 323961 and ask for SALUS Protect Customer Support or email us at support@salus-protect.com for a return label or to arrange collection.
We may need certain information from you so that we can supply the Products to you, for example, your address. If you do not give us this information as part of the ordering process or within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the Products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
You are responsible for Products once they are in your possession or the possession of a person identified by you to accept the Products.
9. Our Products
The images of the Products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the Products. Your Product may vary slightly from those images. The packaging of the Product may vary from that shown in images on our website.
We may change the Products to reflect changes in relevant laws and regulatory requirements, to implement minor technical adjustments and improvements, for example, to address a security threat.
We may have to suspend the supply of a Product to:
We will contact you in advance to tell you we will be suspending supply of the Product, unless the problem is urgent or an emergency. You may contact us to end the contract for a Product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 30 days and we will refund any sums you have paid in advance for the Product in respect of the period after you end the contract.
The Products are described on our website at www.salus-protect.com. This sets out important features of the Products. Please note that the Products only perform in the manner set out on our website and there is no guarantee that the Products may not be compromised or circumvented. The Products are designed to provide a specified response in given situations. There is no guarantee that the Products will prevent unauthorised intrusion onto the premises or will prevent any personal injury or property loss or any other emergency condition, including fire, smoke, carbon monoxide, medical emergencies or water damage; or that the Products will in all cases provide adequate warning or protection. You understand that the Products may be interrupted, circumvented, unavailable (for a limited or extended time period) or otherwise compromised, including as a result of equipment designed or used by a third party for the purpose of causing false alarms or gaining unauthorised access to or otherwise affecting or controlling the Products.
10. Limited Warranty and Goodwill Guarantee
If you are a consumer, the Limited Warranty and Goodwill Guarantee do not affect your legal rights under the Consumer Rights Act 2015 or your general rights in relation to faulty or misdescribed Products (which are described in clause 14).
Limited Warranty
SALUS Protect warrants to you that any SALUS Protect branded Product you purchase (being the “Covered Product”) will be free from defects in materials and workmanship under normal use and service for 1 year from the date that you purchase the Product (“Limited Warranty”). SALUS Protect’s obligation and liability under the Limited Warranty is limited to accepting return of the defective part of the Covered Product and providing one or both of remedies (a) and (b) below, to be determined at SALUS Protect’s sole option:
a. Providing an equivalent replacement Product or parts during the warranty period
Replacement Products or parts may be new or reconditioned, at the sole option of SALUS Protect. SALUS Protect warrants any replacement Product or part for 1 year from the time of replacement. Ownership of any returned Product or part transfers to SALUS Protect on receipt.
b. Offering a refund of the original purchase price of the Covered Product
If the defective Covered Product (or any defective part of the Covered Product) did not have a separate purchase price (e.g. because it was sold to you as part of a system or package which included the Covered Product, or because it forms part of a Covered Product), SALUS Protect will calculate the value of the refund based on the overall purchase price of the Covered Product or the proportion of the overall price of the system or package attributable to that Covered Product, where it forms part of the system or package. SALUS Protect’s calculation of this amount will be final. As well as offering you a refund, SALUS Protect may, at its sole option, offer you the alternative option of store credit in an amount equal to or greater than the value of that refund, which may be applied towards such other SALUS Protect products or services and will be valid for such period as SALUS Protect may specify.
For service under the Limited Warranty, please contact SALUS Protect Customer Support at 01226 323961 or visit www.salus-proptect.com/contact. If SALUS Protect is unable to address the issue that you are facing, SALUS Protect will send you a postage-prepaid return slip for your defective Covered Product (or any defective part of your Covered Product). You must return such Covered Product or such part to SALUS Protect using this slip. Service under the Limited Warranty is conditional upon you providing SALUS Protect with proof of original purchase.
Additional warranties or product protection plans may be offered if you purchase SALUS Protect products through an authorised retailer. These ancillary warranties are not provided by SALUS Protect and you should contact the authorised retailer from where you made your purchase to understand the terms of their offer and any protections.
When does the Limited Warranty not apply?
The Limited Warranty does not apply (i) where damage is caused to a Covered Product by failure to follow installation or operating instructions (including in regards to Critical Updates & Replacements), misuse (which includes using Covered Products outdoors unless outdoor use is expressly permitted, and in such cases only as directed), alteration, abuse, accident or tampering, (ii) to damage or non-performance resulting from use of any item or repair services not provided by SALUS Protect or (iii) to business users. The Limited Warranty does not apply if the damage was caused by act of god, natural disaster, labour dispute, war, terrorism, civil strike, or other cause beyond SALUS Protect’s control. Battery replacement and adhesive tapes are excluded from the Limited Warranty. Covered Products that are tested and found to be in good working condition (not defective) are not covered by this Limited Warranty.
Goodwill Guarantee
Unless specified otherwise, any goodwill, satisfaction guarantee or money-back guarantee offers are made on an item-by-item basis (whether the items are purchased alone or as part of a larger order). Where a goodwill guarantee is provided, you may return the Product to us at any time within the time frame specified:
if you ordered directly from our website (www.salus-protect.com), from date of delivery; or
if you ordered from one of our authorised distributors, from the date of your order,
and receive a full refund ("Goodwill Guarantee"). Unless specified otherwise, the term of such Goodwill Guarantee is 60 days.
SALUS Protect will send you a postage-prepaid return slip, and you must return you the Products to SALUS Protect using such slip. The provision of the Goodwill Guarantee is conditional on you providing SALUS Protect with proof of purchase and is non-transferable. If you wish to return your Product under the Goodwill Guarantee, please contact SALUS Protect Customer Support at 01226 323961 or visit www.salus-protect.com/contact.
To the extent permissible by law, Satisfaction Guarantees only apply to the initial purchaser, purchasing directly from SALUS Protect or through an authorised retailer, and are non-transferable. As a condition of this guarantee, SALUS Protect may require that the customer produce proof of purchase to confirm the purchase date.
Extended Warranty
We may, from time to time, offer you an extension to the warranty period stated within the Limited Warranty described above, in connection with and conditional on your purchase of additional products and/or services provided by us. In such circumstances, the terms of the Limited Warranty shall continue to apply as described above, save for the stated warranty period.
11. Responsibility for loss or damage suffered by you
If either you or we are in breach of our agreement, you or we shall be liable to the other for foreseeable loss and damage caused by the breach and not for any losses that are not a foreseeable consequence of the breach or for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you or us.
We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process. We are not liable to you for loss that was not foreseeable, was not caused by us or is a business loss.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products and for defective products under the Consumer Protection Act 1987.
If you use the products for any business, commercial purpose or re-sell any Products we will have no liability to you for any loss howsoever arising (whether in contract, tort (including negligence), breach of statutory duty or otherwise) that relates to a business, such as any loss of profit, loss of business, business interruption, or loss of business opportunity, in each case whether that loss is direct, indirect or consequential, and (ii) our total liability to you (whether in contract, tort (including negligence), breach of statutory duty or otherwise) shall not exceed the total cost of the Products purchased by you.
12. Monitoring Services
Monitoring services will be provided in connection with your purchase of the Products. Once you have set up the payment through the payment page sent to you following the purchase of the products, an activation code will be sent to you. This code must be entered via the IMMUNITY at SALUS Protect app. Follow the instructions within the app and enter the code at the partner code section to activate your 24/7 professional monitoring services. Please note that failure to pay the subscription can result in suspension of your equipment and termination of your account which means that your will no longer be able to use your products.
Monitoring services will be provided in accordance with SALUS Protect’s Terms of Service which can be found online www.salus-protect.com/terms-of-service and no other terms will apply to such services.
Services Provided Without Monitoring Subscription
If you activate service offerings made available in connection with any Products that do not require a monitoring subscription (such as motion-detected alerts, cloud-based video recording and storage and/or video streaming services which may be made available, from time to time, in connection with a SALUS Protect security camera without a monitoring subscription) such services shall be provided in accordance with the Terms of Service applicable to such services which can be found at wwwsalus-protect.com/terms-of-service. Such services will not be provided unless or until you activate them online through the SALUS Protect mobile app (where available) or by calling SALUS Protect Customer Support at 01226 323961
13. Insurance
The price of the Products is unrelated to the value of property located on or near the premises at which the Products are located. No portion of the purchase price is for insurance or is an insurance premium.
14. Your right to end the contract
Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
To end the contract with us, please let us know by doing one of the following:
Call customer services +44 1226 6110731 email us at support@salus-protect.com. Please provide details of what you bought, when you ordered or received it and your name and address.
Complete the form at www.salus-protect.com on our website.
Complete the form available online to print off at www.salus-protect.com and post it to us at the address on the form. Or simply write to us at SALUS Protect, Unit 8-10 Northfield Business Park,
Forge Way, Parkgate, Rotherham, S60 1SD including details of what you bought, when you ordered or received it and your name and address. We may also require proof of purchase.
If you end the contract for any reason after Products have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them, post them back to us at SALUS Protect, Unit 8-10 Northfield Business Park, Forge Way, Parkgate, Rotherham, S60 1SD or (if they are not suitable for posting) allow us to collect them from you. Please call customer services on 01226 323961 email us at support@salus-protect.com for a return label or to arrange a collection. If you are a consumer and you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
We will pay the costs of return:
If you are responsible for the costs of return and we are collecting the Product from you, we will charge you the direct cost to us of collection.
Where we are obliged to refund the price and or delivery costs to you we will do so by the method you used for payment. However, we may make deductions from the price if you are exercising your right to change your mind and we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the Products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
We will make any refunds due to you as soon as possible. If you are a consumer and are exercising your right to change your mind then:
Where we have not offered to collect the Products, your refund will be made within 14 days from the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us.
In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.
IMMUNITY Subscription
The IMMUNITY subscription payment is taken through this e-commerce website either as an annual payment or a monthly payment, depending on the option selected by the customer. The customer must ensure their payment method is up to date to ensure continuous use of the IMMUNITY system.
Should the user wish to terminate the subscription, they must provide 30 days written notice. The user must be aware that any terminating of the subscription service will affect the usage of the system.
MERLIN Subscription
The MERLIN subscription payment is taken directly through the SALUS Premium Lite app in advanced features. Cancellation of his payment must be made through the app with 30 days' notice. You will continue to have access to the Service until the end of your 30-day notice period.
15. Our rights to end the contract
If we end the contract in the situations set out in this clause 18 we will refund any money you have paid in advance for Products we have not provided, but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
16. If there is a problem with a Product
If you have any questions or complaints about a Product, please contact us. You can telephone our customer service team Please call customer services on 01226 323961 email us at support@salus-protect.com or write to us at Customer Services, SALUS Protect, Unit 8-10
Northfield Business Park, Forge Way, Parkgate, Rotherham, S60 1SD
We are under a legal duty to supply Products that are in conformity with this contract.
If you wish to exercise your legal rights to reject Products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services at 01226 323961 or email us at support@salus-protect.com for a return label or to arrange collection.
17. Software
Software embedded within a Product is licensed to you on a non-exclusive and limited basis and is not sold. You may use such software only in connection with the Product in which it is embedded, and may not modify, distribute, copy or reverse engineer such software. All rights with respect to such software not licensed to you under this contract are fully reserved by SALUS Protect and/or its licensors. You may transfer your rights to the software only.
We may inform you from time to time that certain critical Product, component and/or software updates or replacements are needed to maintain reliable performance of your Product or any components thereof (“Critical Updates & Replacements”). You are responsible for ensuring such Critical Updates & Replacements are made, in accordance with our reasonable instructions. [Critical Updates & Replacements will be at no cost to you]. Critical Updates & Replacements can include updated labelling, replacement of batteries, replacement of WIFI or cellular modules, and even replacements of discontinued Products. By purchasing a System or component parts from SALUS Protect, you acknowledge you will make all reasonable efforts to support these necessary updates and that SALUS Protect has met its obligations to you by making these updates reasonably available.
18. Camera and other recording devices
If the Products include any camera or any other video-related and/or audio-related equipment (“Camera”), you acknowledge and agree that (i) the Camera is intended to assist you and any monitoring facility used to provide you with a service in the verification of alarm events at your premises, not to reduce or eliminate any risk of loss, (ii) the Camera is not intended to detect or prevent unauthorised intrusion onto the premises or any other emergency condition, including fire, smoke, carbon monoxide, medical emergencies or water damage, (iii) you will use the Camera solely in connection with lawful recording practices on or near your Premises that at all times comply with the Privacy Policy and these Terms of Service and no other purpose, (iv) you shall not use the Camera, or permit the use of the Camera, for any illegal or unlawful purpose, (v) you shall not use or permit the use of a Camera installed with a view where any person may have a reasonable expectation of privacy, including restrooms, dressing or changing areas, locker rooms or similar areas, (vi) you shall instruct all persons who may use the Camera of any limitations with respect to the Camera, (vii) you shall notify any person whose oral communication may be intercepted, recorded or transmitted by the Camera of any such interception, recording or transmission, and (viii) when and to the extent restricted or otherwise prohibited by applicable laws, YOU MUST NOT INTERCEPT, RECORD OR TRANSMIT ANY ORAL COMMUNICATION OF ANY PERSON WITHOUT HAVING SUCH PERSON’S PERMISSION TO DO SO. Please refer to the SALUS Protect Privacy Policy at www.salus-protect/privacy-policy/ for important information regarding the recording of audio and video.
19. Responsibility for the operation of the Products
You are responsible for the operation of the Products and must comply with all applicable laws relating to their use. These may include laws relating to data protection and privacy (including as set out in the Terms of Service), CCTV and surveillance and the operation of security alarms. In the UK they may include the General Data Protection Regulation, the Data Protection Act 2018, the Clean Neighbourhoods and Environment Act 2005, the Protection of Freedoms Act 2012, and the Regulation of Investigatory Powers Acts 2000 and 2016.
20. Life Safety Notice
If you purchase a Product that includes smoke detectors or you add smoke detectors at a later time, there may be requirements or standards applicable in your jurisdiction with respect to the intended use of these products and their installation, maintenance and location. You should contact your local authority having jurisdiction or consult a qualified professional to assist in the installation, maintenance and location of such detectors. You have sole responsibility for complying with any and all codes, laws and standards that may apply to the installation, placement, and maintenance of the Products. SALUS Protect makes no warranty that its smoke detectors comply with interconnectivity requirements which may apply in your jurisdiction.
21. Privacy
Please refer to SALUS Protect’s privacy policy at www.salus-protect.com/privacy-policy for important information about our collection, use and sharing of your personal information. We will only use your personal information as set out in our www.salus-protect.com/privacy-policy.
22. Installation
If the customer opts for installation, this is carried out by our third-party installer partners. The installation arrangements are made directly with the customer and our third-party installer managers 'Order Work'. SALUS Protect can accept no responsibility for the installation of the products.
23. Other Terms
Other terms. You understand and agree that sales made by SALUS Protect-authorised distributors, resellers or retailers shall be subject to these Terms of Sale, notwithstanding that the ultimate sale may have been made by authorised distributors, resellers or retailers. Which laws apply to this contract and where you may bring legal proceedings? These terms are governed by the laws of England and Wales and you can bring legal proceedings in respect of the Products in the courts of England and Wales. If you live in Scotland you can bring legal proceedings in respect of the Products in either the Scottish courts or the courts of England and Wales.
Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not demand payment from you but continue to provide the products, we can still require you to make the payment at a later date.
If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Nobody else has any rights under this contract (except someone you pass your Limited Guarantee on to, should you sell the Product within the warranty period). This contract is between you and us. No other person shall have any rights to enforce any of its terms, except a person who you have sold the Product to during the warranty period detailed in clause 12 may rely on and enforce the Limited Guarantee.
Notices. Unless otherwise expressly provided in this contract, (i) all notices required to be given to SALUS Protect shall be deemed to have been duly given if in writing and mailed by regular mail, postage prepaid, or overnight delivery, by a reputable, national overnight delivery service to SALUS Protect’s then current registered office business and (ii) all notices required to be given to Subscriber shall be deemed to have been duly given if in writing and sent to the e-mail address Subscriber provided to SALUS Protect.
Assignment. We may transfer our rights and obligations under these Terms of Sale to another organisation. We will contact you to let you know if we plan to do this. If you are a consumer and you are unhappy with the transfer you may contact us to end the contract within 30 days of us telling you about it and we will refund you any payments you have made in advance for Products not provided. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing or in conjunction with the transfer of the Products in accordance with this agreement.
Reconditioned parts - As part of SALUS Protect’s sustainability, recycling, and reusability efforts, we reserve the option of using reclaimed, recycled, or otherwise reconditioned parts as component parts in any new products sold or provided to consumers and any purchase made of any new products or request for replacement parts by the consumer is transacted with that understanding, agreement, and acknowledgment between the parties.
