Terms and Conditions of Business

1. Services Provided

The Client agrees to engage Gatehouse Security Limited (“Gatehouse”, “The Company”, “Contractor”) to provide agreed Services and/or Goods. Additional tasks may be performed if mutually agreed in writing. Gatehouse will make all reasonable efforts to deliver services within agreed timescales but will not be held liable for delays due to unforeseen circumstances beyond its control (e.g., Force Majeure). Every effort will be made to minimise such delays.

2. Insurance

Gatehouse maintains valid Public Liability, Professional Indemnity, and all necessary accreditations. Documentation is available to Clients upon request.

3. Quotations

• The initial site visit is free and includes a no-obligation quote
• Consultancy fees apply for further visits before quote acceptance. These fees will be deducted from the final invoice if the quote is accepted
• Quotes are valid for 30 days. Acceptances after this period will require updated pricing
• Written confirmation is required to proceed
• Groundworks are estimated due to variable ground conditions; additional costs may apply
• A 50% deposit is required upon order
• Additional charges apply if Gatehouse must return to complete work due to third-party delays.

4. Fees and Payment

• Charges are in GBP as per the quote
• Payment is due upon completion of the works or once key components (gates, motors, intercoms) are installed
• The Client is liable for any additional materials or services required to complete the project
• Additional charges may apply due to unforeseen site conditions or changes in scope
• Payment may not be withheld or reduced for any reason

5. Ownership of Goods

• Gatehouse retains ownership of all goods supplied until full payment is received in cleared funds

6. Cancellation and Termination of Projects and PPM

• The Client may cancel the project up to 7 days prior to the start date. They will be responsible for the cost of any parts ordered and a 15% restocking fee
• Cancellations during the project are liable for completed work, ordered parts, restocking fees (15%), and associated labour/loss of profit
• Gatehouse reserves the right to terminate the agreement prior to project commencement with reasonable notice, refunding any deposit paid
• If the scope of work changes and Gatehouse cannot proceed due to regulatory reasons, the Client will be charged for completed work and installed parts
• To ensure fair scheduling and efficient use of engineer time, the following cancellation terms apply to all confirmed Planned Preventative Maintenance (PPM) visits:
  
  Cancellations With Over 24 Hours’ Notice No fees apply
  
  Cancellations Within 24 Hours £95 late-cancellation fee will apply to cover loss of bookable engineer time
  
  Same-Day Cancellations / Engineer En Route If a confirmed PPM appointment is cancelled on the day of the visit, or after the engineer has departed, the full PPM service cost will be charged to cover the engineer’s allocated time and travel
  
  If We Need to Cancel If we must cancel a confirmed visit with less than 24 hours’ notice due to unforeseen circumstances (e.g., illness, emergencies, operational issues):
  
  No fees will be charged to the customer
  We will offer the next available priority appointment
  
  Appointment Confirmation Once a date/time is confirmed (via phone, email, or message), these cancellation terms automatically apply.

7. Warranty 

• Warranty begins upon full payment
• Clients must notify Gatehouse of any issues immediately
• Warranty covers mechanical defects and workmanship for 12 months post-installation
• Exclusions: pre-existing structures, third-party or client-supplied parts, weather damage, animal interference, vandalism, misuse, and user error
• Remote controls are only covered if faulty within one month of supply
• Tampered or damaged items are not covered.

8. Call-Outs

• Faults (under warranty or otherwise) must be reported to Gatehouse
• A call-out fee applies, covering engineer time, fuel, and admin. This will be communicated before booking
• Additional time and replacement parts are chargeable unless covered under warranty
• Clients must be present unless otherwise agreed. Missed appointments or cancellations within 24 hours will incur a charge
• Fees are payable upon receipt of call-out confirmation.

9. Periodic Preventative Maintenance (PPM)

• Annual servicing is recommended for compliance and performance
• Gatehouse will aim to send reminders for annual or agreed service intervals
• Current service rates will be provided in advance
• Cancellations with less than 24 hours’ notice incur a 50% charge of the agreed PPM fee
• Fault diagnosis during servicing is chargeable as additional time
• Replacement parts during PPM are also chargeable
• PPM is not included in standard warranty.

10. Data Protection and Marketing Communication

• Gatehouse is committed to protecting client data
• Clients may receive updates and safety information unless they opt out
• Opt-out requests can be sent via email, letter, phone, or SMS
• Our Privacy Policy (last updated June 2025) is available on our website or by request
• Project images may be used for marketing; no personal data or identifiable details will be shared

11. Governing Law

These Terms and any related disputes are governed by the laws of England and Wales, under the exclusive jurisdiction of its courts.

12. Respect of Employees

Gatehouse values its team and welcomes client feedback. Abuse or inappropriate behaviour towards staff, whether on-site or by phone, will not be tolerated.