Terms of Service

Last updated: April 2026  ·  AXON Fire & Security

1. Definitions

In these terms:

• "AXON" means AXON Fire & Security, the service provider
• "Customer" means any individual or business engaging AXON for services
• "Services" means the installation, maintenance, monitoring and repair of fire and security systems
• "Portal" means the AXON client portal accessible at our website
• "Site" means the customer's premises at which services are performed

2. Services

AXON provides fire alarm installation and maintenance, intruder alarm installation and monitoring, CCTV installation and monitoring, access control installation, fire extinguisher supply and servicing, and emergency lighting installation and maintenance.

All installations are carried out by qualified engineers in accordance with applicable British Standards, including BS 5839 for fire detection systems and PD 6662 for intruder alarm systems. AXON is actively working towards relevant industry accreditations including BAFE SP203-1 certification.

3. Maintenance Contracts

• Maintenance contracts run for the term specified in the individual contract document, typically 12 months with annual renewal
• Service intervals are determined by the system type: Fire Alarms every 6 months; Intruder Alarms, CCTV and Access Control annually (or 6-monthly where monitoring is in place)
• Customers are responsible for providing reasonable access to the site for scheduled maintenance visits
• Failure to allow access may result in a charge for the aborted visit and may affect the validity of system certification
• AXON will provide reasonable notice of maintenance visits, typically 30 days by email reminder

4. Payment Terms

• Invoices are payable within 30 days of the invoice date unless otherwise agreed in writing
• Late payment may incur interest at 8% above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998
• AXON reserves the right to suspend services, including monitoring, where invoices remain unpaid beyond 60 days
• All prices are as quoted and do not include VAT. AXON Fire & Security is not currently VAT registered. No VAT will be charged unless we notify you otherwise in writing.
• Any work outside the agreed scope of a quote or contract — including call-outs found not to be covered by warranty, work made necessary by misuse, third-party damage or unauthorised alterations, or work requested outside normal working hours — is charged separately at AXON's standard rates. Where practical, AXON will confirm the likely cost before this work proceeds.

5. Risk and Title

Risk in any equipment supplied by AXON passes to the customer on delivery to the site. Ownership of that equipment does not pass to the customer until AXON has received payment for it in full. Until payment is received in full, the customer holds any unpaid equipment on trust for AXON and must not sell, dispose of, or grant any security interest over it. Where a customer fails to pay for equipment supplied, AXON reserves the right to recover that equipment.

6. Customer Obligations

The customer is responsible for:

• Ensuring that the site is safe and accessible for AXON engineers at the time of any visit
• Notifying AXON promptly of any faults, activations or changes to the site that may affect system performance
• Training staff in the correct use of fire alarm and intruder alarm systems
• Maintaining a current list of keyholders and ensuring the ARC holds up-to-date contact information where monitoring services are provided
• Not making any alterations to installed systems without prior written agreement from AXON
• Complying with all relevant legislation including the Regulatory Reform (Fire Safety) Order 2005

7. AXON Obligations

AXON will:

• Carry out all work with reasonable skill and care using qualified engineers
• Use materials and components appropriate for the intended purpose
• Issue relevant certification upon completion of installation and maintenance visits
• Respond to emergency fault calls for contract customers within a reasonable timeframe
• Maintain appropriate public liability insurance

8. Warranties & Guarantees

AXON provides a 12-month warranty on all installation workmanship. Equipment warranties are subject to the terms of the original manufacturer. Warranties are void if the system has been tampered with, modified or damaged through misuse or neglect.

AXON does not guarantee that any system will prevent all incidents of fire, intrusion or loss. Systems are designed to reduce risk and provide early warning; they cannot eliminate risk entirely.

9. Limitation of Liability

AXON's liability to the customer for any claim arising out of or in connection with the services shall not exceed the total value of the contract in the 12 months preceding the claim. AXON shall not be liable for any indirect, consequential, or economic loss including loss of profits, business interruption or loss of data.

Nothing in these terms limits AXON's liability for death or personal injury caused by negligence, fraud, or any other matter that cannot be excluded by law.

Any complaint about the services must be raised with AXON within 14 days of the issue arising, and any formal claim must be made within 30 days, to give AXON a fair opportunity to investigate and put things right. AXON accepts no liability for claims made outside this period. Where an invoice for the services in question remains unpaid at the time of the issue arising, this clause does not create any liability on AXON's part until that invoice is settled.

10. Monitoring Services

• Where monitoring services are provided, signals are transmitted to a third-party Alarm Receiving Centre (ARC)
• Police response to intruder alarm signals is subject to current police policy and cannot be guaranteed
• AXON is not responsible for response times of emergency services
• Customers must maintain up-to-date keyholders with the ARC. AXON accepts no liability for loss arising from outdated keyholder information
• Monitoring contracts may be subject to separate terms issued by the ARC provider

11. Cancellation & Termination

Either party may terminate a maintenance contract by giving 90 days written notice prior to the contract renewal date. Early termination may be subject to an early exit fee equivalent to the remaining contract value.

AXON may terminate a contract immediately and without notice if the customer fails to make payment, is subject to insolvency proceedings, or materially breaches these terms.

12. Client Portal

Access to the AXON client portal is provided as a convenience to active customers. The portal allows customers to view their system information, maintenance dates and documents. Portal access may be suspended or withdrawn at AXON's discretion. You are responsible for keeping your portal access credentials secure and must notify AXON immediately if you suspect unauthorised access.

13. Confidentiality

Both AXON and the customer agree to keep confidential any commercially sensitive or technical information disclosed by the other in connection with the services, and not to disclose it to third parties except where required by law or necessary to perform the contract. This obligation continues after the contract ends.

14. Data Protection

AXON processes personal data in accordance with our Privacy Policy and UK GDPR. By engaging our services, you acknowledge that we will process contact and site information as necessary to provide those services.

15. Force Majeure

AXON shall not be liable for any failure or delay in performing its obligations caused by circumstances beyond its reasonable control, including but not limited to acts of God, pandemic, government action, supply chain disruption, or failure of third-party services.

16. Dispute Resolution

If a dispute arises between AXON and the customer, both parties agree to first attempt to resolve it informally by discussing the matter in good faith. If the dispute has not been resolved within 30 days of it being raised, either party may propose mediation before pursuing formal legal action. Nothing in this clause prevents either party from seeking an urgent legal remedy from the courts where necessary.

17. Governing Law

These terms are governed by the law of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Contact