Terms and Conditions of Business

These terms apply to all quotations, orders, goods and services supplied by Gatehouse Security Limited. Please read them before accepting a quotation. By accepting a quotation, paying a deposit, or asking us to begin work, you agree to these terms.

Nothing in these terms affects your legal rights. If you are a consumer, you have rights under the Consumer Rights Act 2015 and other consumer legislation that cannot be excluded or limited, and those rights take precedence over anything written here.

1. Definitions

• "Gatehouse", "we", "us", "our" — Gatehouse Security Limited, company registered in England and Wales.
• "Client", "you", "your" — the person or organisation who accepts our quotation or places an order.
• "Consumer" — an individual acting wholly or mainly outside their trade, business, craft or profession.
• "Business Client" — any Client who is not a Consumer.
• "Services" — the works, installation, maintenance, servicing, repair or call-out attendance described in the Quotation or otherwise agreed in writing.
• "Goods" — the gates, motors, control equipment, intercoms, barriers, materials and any other items we supply.
• "Quotation" — the written quotation or estimate we issue for the Goods and/or Services.
• "Site" — the address at which the Services are to be carried out.
• "Contract" — the agreement between us formed under clause 3.

2. Services We Provide

We will supply the Goods and carry out the Services described in the Quotation with reasonable care and skill, using suitably qualified personnel, and in accordance with applicable standards and regulations for powered gates and access equipment.

Additional or varied work will only be carried out where agreed under clause 7 (Variations).

We will use all reasonable efforts to complete the Services within any timescale discussed, but timescales are estimates only and are not guaranteed unless we have agreed a fixed date in writing. Time is not of the essence.

We are not responsible for delays caused by events outside our reasonable control, including severe weather, supplier or manufacturer delays, utility or network failures, transport disruption, industrial action, illness, restrictions on access to the Site, delays caused by you or your other contractors, or any other force majeure event. If such an event occurs, we will tell you as soon as we reasonably can, and we will work with you to reschedule. If the delay is substantial and prolonged, either of us may end the Contract; in that case you pay only for work already carried out and Goods already supplied or ordered.

We may use suitably qualified subcontractors to carry out part of the Services. We remain responsible for the work they perform.

3. Quotations, Estimates and Acceptance

• The initial site visit is free of charge and includes a no-obligation Quotation. This applies to new installations and to new works — for example, a new gate, barrier, access control or intercom system, or the replacement or upgrade of an existing installation.
• The free site visit is not a fault-finding or diagnostic service. Where you ask us to attend an existing installation that has stopped working, is damaged, or is not performing correctly — for example, a failed motor, control board, intercom or safety device — that visit is a chargeable call-out under clause 10, whether or not a quotation for remedial work follows. This is because such a visit requires engineer diagnosis rather than a survey, and we will confirm the applicable charge before booking.
• Where a fault is diagnosed and the outcome is that the installation needs to be replaced rather than repaired, we may at our discretion allow a discount against the final invoice if you accept the replacement quotation. Any such discount is a goodwill gesture, is offered entirely at our discretion, and may be all or only part of the call-out charge. It is not an automatic credit and cannot be assumed or claimed. Where a discount is offered, the amount will be stated in writing on the quotation or invoice.
• A consultancy fee may be charged for further visits, surveys or design work carried out before a Quotation is accepted. We will tell you about the fee in advance. If you go on to accept the Quotation, that fee is credited against your final invoice.
• Quotations are valid for 30 days from the date of issue unless otherwise stated on the Quotation. After that period the price may be re-quoted to reflect current material, labour and delivery costs.
• Even within the validity period, we reserve the right to revise a Quotation where our suppliers or manufacturers increase their prices, delivery or carriage charges, or where currency, duty or surcharge changes affect the cost of the Goods, before you have accepted the Quotation and paid the deposit. We will notify you of any revision in writing, and you may accept the revised price or cancel without charge.
• Quotations are based on the information available to us and on what can reasonably be seen at the time of survey. They assume normal working hours, unobstructed access, and a Site free from hidden obstructions or defects.
• Groundworks, excavation and civils are estimated, because ground conditions cannot be fully established until work begins. Where rock, made ground, existing foundations, buried services, contaminated ground or unexpected conditions are encountered, additional cost may apply and will be handled as a Variation under clause 7.
• A Contract is formed only when you confirm acceptance in writing (including by email) and we acknowledge it, or when we begin work at your request — whichever happens first.
• A deposit of 50% of the Quotation value is payable on order. We are not obliged to order materials, or schedule works until the deposit has cleared.
• Where we attend Site to carry out or complete works and are unable to do so because of a delay caused by you or a third party (for example, groundworks, electrical supply or building works not being ready), a return visit charge will apply.
• Where we identify a discrepancy or obvious error in a Quotation, we will tell you before proceeding and you may confirm or cancel the order without charge.

4. Fees and Payment

• All prices are in pounds sterling (GBP) as set out in the Quotation.
• Unless stated otherwise, prices exclude VAT, which will be added at the prevailing rate where applicable.
• The balance is due on completion of the works or, on longer projects, once the principal components (such as gates, motors or intercoms) have been installed. We may issue staged invoices on projects where this has been agreed.
• Invoices are payable within the period stated on the invoice. Where no period is stated, payment is due within 14 days of the invoice date.
• You are responsible for the cost of any additional materials, plant, hire or labour reasonably required to complete the project where these arise from Site conditions or from a change in scope, subject to clause 7.
• If you genuinely believe an invoice is wrong, tell us in writing within 7 days of receiving it, setting out what you dispute and why. You may withhold the disputed amount while we investigate, but the undisputed balance remains payable on the due date. Amounts may not otherwise be withheld or set off.
• If payment is late, we may charge interest and, where you are a Business Client, statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998. We may also suspend further work, warranty attendance and scheduled maintenance until the account is brought up to date and recover reasonable costs of recovering the debt.
• Payment is accepted by the methods stated on our invoice. We do not accept payment as being made until cleared funds are received.

5. Ownership and Risk

All Goods remain our property until we have received payment in full and in cleared funds for those Goods and for any other sums owed to us under the Contract. Until then you must keep the Goods in good condition, insured, and identifiable as ours, and you must not dispose of, charge or resell them.

Risk in the Goods passes to you on delivery to Site or on installation, whichever happens first. From that point you are responsible for insuring them.

Where payment is not made, we reserve the right, on reasonable notice and where lawfully permitted, to enter the Site to recover Goods that remain our property. We will not exercise this right in any way that leaves the Site unsafe or insecure.

6. Site Access and Your Responsibilities

So that we can carry out the Services safely and on schedule, you agree to:

• give us safe, clear and unobstructed access to the Site and to the working area at the agreed times;
• provide, or arrange for, a suitable and safe electrical supply where one is required, installed by a competent person;
• tell us about any known buried services, cables, drains, ducting, structural defects, asbestos or other hazards at the Site before work begins;
• obtain any planning permission, listed building consent, landlord or freeholder consent, highways consent, or third-party permission needed for the works, unless we have agreed in writing to do this for you;
• keep children, animals and members of the public away from the working area while work is in progress;
• ensure that vehicles and other obstructions are moved so that work can proceed; and
• provide a responsible adult on Site where handover, testing or a decision on the works is required.

If we cannot proceed, or are delayed, because these arrangements are not in place, we may charge for wasted time, abortive visits and any resulting rescheduling costs.

Powered gates are machinery. Once installed, you are the operator and are responsible for keeping the installation safe, for having it serviced at the recommended intervals (see clause 11), and for keeping the documentation and safety records we hand over. We will explain the safety features and manual release on handover.

7. Variations and Additional Work

Either of us may propose a change to the scope of works. We will confirm any change, and any effect on price and timescale, in writing before the additional work is carried out, except where immediate action is needed to make the Site safe.

Where a change is required for regulatory, safety or standards compliance reasons and you do not wish to proceed with it, we may decline to complete the works. In that case you pay for work already carried out and for Goods already supplied, installed or irrevocably ordered, and we will leave the Site in a safe condition.

8. Cancellation

8.1 If you are a Consumer — your statutory cancellation right

Where the Contract is made away from our business premises (for example, at your home) or entirely at a distance (by phone, email or online), you have the right to cancel within 14 days of the day the Contract is made, without giving a reason. You can tell us by email, letter, phone or message. We will acknowledge your cancellation.

If you have asked us to begin work within that 14-day period and you then cancel, you must pay for the Services provided and for Goods supplied or specially ordered up to the point you told us you were cancelling. Any balance of your deposit will be refunded within 14 days.

This right does not apply to Goods that have been made or adapted to your specification once manufacture has begun.

8.2 Cancellation by you outside the statutory period

• You may cancel a booked project up to 7 days before the agreed start date. You remain responsible for the cost of any parts already ordered or made to order, plus a restocking fee of 15% where the supplier permits a return.
• If you cancel once the project has started, you are responsible for work completed to that point, parts ordered or installed, applicable restocking fees, and reasonable costs we have unavoidably incurred, including allocated labour we cannot reasonably redeploy.
• Bespoke, made-to-measure or specially manufactured items cannot be returned and are charged in full once manufacture has begun.

8.3 Cancellation by us

• We may end the Contract before work begins by giving you reasonable notice. If we do, we will refund your deposit in full, and you will owe us nothing.
• We may suspend or end the Contract if you fail to pay a sum when due and do not put it right within 14 days of a written reminder, if you do not meet your obligations under clause 6 so that we cannot proceed, or if the Site is unsafe.

9. Warranty

• The warranty period begins on the date we receive payment in full and runs for 12 months from installation, unless a longer manufacturer warranty applies to a specific product, in which case we will pass that benefit on to you where we are able to.
• The warranty covers defects in the workmanship of our installation and mechanical defects in the components we have supplied.
• Please tell us about any fault as soon as you notice it. Continuing to use equipment that is faulty may make the damage worse and may take that damage outside the warranty.

The warranty does not cover:

• pre-existing structures, posts, walls, pillars, foundations or gates that we did not supply;
• parts or equipment supplied by you or by a third party;\
• damage caused by weather, flooding, lightning, power surge or power supply faults;
• damage caused by animals, insects, vegetation or ground movement;
• vandalism, impact damage, accidental damage, misuse, forcing of the gate, or operation contrary to our instructions;
• adjustment, repair, modification or interference by anyone other than Gatehouse or a party we have authorised;
• normal wear to consumable items, batteries, lamps and fixings;
• faults arising because recommended servicing under clause 11 has not been carried out; and
• cosmetic changes such as fading, weathering or surface corrosion that do not affect function.
• Remote controls and handsets are covered only where a fault is reported within one month of supply. Loss, damage and battery failure are not covered.
• Equipment that has been tampered with, dismantled or damaged is not covered.

Where a warranty claim is valid, we will repair or replace the defective part free of charge and there is no call-out charge. Where we attend and the fault turns out to fall outside the warranty, the visit is chargeable under clause 10.

10. Callouts and Fault Attendance

10.1 Reporting a fault

All faults, whether or not you believe them to be under warranty, must be reported to Gatehouse directly using our published contact details. Please do not instruct a third party to work on the installation — doing so may invalidate your warranty and may make the installation unsafe.

When reporting a fault, please tell us the Site address, what the equipment is doing (or not doing), when the problem started, and whether there has been any recent power interruption, impact, building work or landscaping nearby. This helps us bring the right parts and often shortens the visit.

Attending an existing installation that has developed a fault is a call-out under this clause, not a free site survey. The free survey under clause 3 is for quoting new installations and new works only.

10.2 Remote diagnosis first

We will normally try to diagnose and resolve the fault remotely, by phone or by talking you through a simple check such as the power supply, an isolator, a tripped breaker, a safety beam obstruction, or the manual release. There is no charge for this. A remote check often avoids a chargeable visit altogether.

10.3 Booking a call-out and confirming the charge

If a visit is needed, we will tell you the applicable call-out charge, the response category and the expected timescale before the visit is booked. No call-out is booked, and no charge is incurred, until you have confirmed in writing (including by email or message) that you wish to proceed on that basis. Confirmation of the appointment constitutes acceptance of the charges quoted for it.

10.4 What a call-out charge covers

The call-out charge covers the engineer's travel to and from Site, an initial period of attendance on Site, fault diagnosis, and the associated administration and scheduling. It does not include replacement parts, works beyond that initial period, or any subsequent return visit.

10.5 Working hours and response

We attend during our normal working hours only. We do not offer an out-of-hours, evening, weekend, public holiday or 24-hour emergency call-out service, and we do not undertake to attend outside those hours in any circumstances.

• Standard — attendance during our normal working hours, on the next mutually convenient appointment.
• Priority — where the installation is unsafe, a vehicle or person is obstructed, or a Site cannot be secured, we will do our best to attend at the earliest available slot within our normal working hours, ahead of routine work. A priority rate applies. This is a best-efforts response and is not a guaranteed response time.

Faults reported outside our working hours will be picked up on the next working day. Where a fault leaves your gate immobilised, we will talk you through the manual release on the next working day so that the gate can be opened and closed by hand in the meantime; you should familiarise yourself with the manual release at handover.

If anyone is trapped, injured or at immediate risk, or if the Site is unsafe, call the emergency services on 999. Do not wait for our attendance.

The rate applicable to each category is confirmed at the time of booking. Rates are reviewed periodically and the rate current at the time of booking applies.

10.6 Additional time, parts and return visits

• Time on Site beyond the period included in the call-out charge is chargeable in the increments notified to you at booking.
• Replacement parts, consumables and materials are chargeable unless the fault is covered by the warranty under clause 9.
• Where a fault cannot be resolved on the first visit — for example, because a part must be ordered, specialist plant is required, or the cause lies with a third-party system — we will make the installation safe, explain the position, and quote for the further work. A return visit to fit ordered parts is chargeable unless the work is covered by warranty.
• Where we recommend further work and you decide not to proceed, the diagnostic visit remains chargeable.

10.7 Attendance where no fault is found or the cause lies elsewhere

The call-out charge is payable for attending, whatever we find. In particular, a visit is chargeable where:

• no fault is found, or the equipment operates correctly on our arrival;
• the cause is a loss of mains power, a tripped breaker, an isolated supply, a broadband or network fault, or another supply issue outside our installation;
• the cause is a third party's equipment, a client-supplied part, or work carried out by someone else;
• the cause is user error, a flat handset battery, an obstruction across the safety beams, or the gate having been left on manual release; or
• the cause is damage, misuse, vandalism or an event excluded from the warranty under clause 9.
  Where we can, we will tell you at the point of booking if we think the likely cause falls into one of these categories, so that you can decide whether to proceed.

10.8 Access and attendance on the day

• You, or a responsible adult authorised to make decisions and approve chargeable work, must be present at the Site unless we have agreed otherwise in writing.
• We need safe access to the gate, the control panel, the motors and the electrical supply. Where access is blocked — by parked vehicles, storage, locked areas or landscaping — and this prevents or delays the work, the visit is chargeable and a further visit may be required.
• We will give an arrival window rather than a fixed time, and will contact you if traffic, weather or a preceding urgent job affects it. Where a visit cannot be completed within our normal working hours, the remaining work will be rescheduled to the next available appointment.
• Our engineers will not carry out work they consider unsafe. If a Site is unsafe, the engineer will make the equipment safe if possible, withdraw, and explain what must be put right first. The visit remains chargeable.

10.9 Missed appointments and cancellations

• If you need to change or cancel a booked call-out, please give us as much notice as possible.
• Cancellations with more than 24 hours' notice: no charge.
• Cancellations within 24 hours of the appointment: a late-cancellation charge applies, to cover engineer time that can no longer be re-booked.
• Same-day cancellation, cancellation after the engineer has departed for Site, or no access on arrival: the full call-out charge applies.
• If we have to cancel or reschedule a confirmed visit, no charge is made to you, and we will offer the next available priority appointment.

10.10 Paying for a call-out

Call-out charges, additional time and parts are invoiced after the visit and are payable in accordance with clause 4. For first-time customers, or where an account is in arrears, we may ask for payment of the call-out charge in advance of attendance.

11. Planned Preventative Maintenance (PPM)

Powered gates are machinery and require regular servicing. Annual servicing, as a minimum, is recommended for safety, compliance and reliability, and more frequent servicing may be appropriate for high-usage or commercial installations. Servicing is not included in the warranty and is charged separately.

• We aim to send a reminder ahead of the annual or agreed service interval, but the responsibility for keeping the installation serviced rests with you as the operator.
• Current service rates are provided in advance of each visit.
• A PPM visit covers inspection, adjustment, lubrication, safety-device testing and a written service record. It does not include fault diagnosis or repair.
• Where a fault is found during a service, diagnosis and any repair are chargeable as additional time, and replacement parts are chargeable. We will seek your approval before carrying out chargeable work.

Cancellation of a confirmed PPM appointment:

• More than 24 hours' notice: no charge.
• Within 24 hours: a late-cancellation charge applies, to cover bookable engineer time that has been lost.
• On the day of the visit, or after the engineer has departed for Site: the full PPM service cost is charged, to cover the engineer's allocated time and travel.
• If we have to cancel with less than 24 hours' notice because of illness, an emergency or an operational issue, no charge is made and we will offer the next available priority appointment.

Once an appointment date and time have been confirmed by phone, email or message, these cancellation terms apply automatically.

12. Our Liability

We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of the statutory terms implied by the Consumer Rights Act 2015 or the Supply of Goods and Services Act 1982, or for any other liability that cannot lawfully be excluded.

Subject to that, our total liability to you in connection with the Contract is limited to the total price paid or payable under the Contract, or the amount recoverable under our public liability or professional indemnity insurance for the claim, whichever is the greater.

If we do work negligently and cause damage to your property, we will put it right or pay to have it put right.

Where you are a Business Client, we are not liable for loss of profit, loss of business, loss of contracts, loss of anticipated savings, business interruption, or any indirect or consequential loss.

We are not liable for the condition or performance of pre-existing structures, posts, walls, pillars, foundations or gates that we did not supply, or for equipment or systems supplied or altered by others.

Access control and gate equipment is a deterrent and a control measure; it is not a guarantee against unauthorised access, and we are not liable for losses arising from criminal acts of third parties.

13. Insurance and Accreditations

We hold valid Public Liability and Professional Indemnity insurance and maintain the accreditations relevant to our work. Copies of our certificates and accreditation details are available to Clients on request.

14. Data Protection and Marketing

• We take the protection of your personal data seriously and handle it in accordance with the UK GDPR and the Data Protection Act 2018.
• We use your details to quote, deliver and support the Services, to maintain service records, and to meet our legal obligations.
• We may send you service reminders, safety notices and occasional updates. You can opt out at any time by email, letter, phone or SMS, and we will action it promptly. Safety-critical and service-related notices relating to your installation are not marketing and may still be sent.
• We may use photographs of completed installations for marketing purposes. We will not publish your name, address or any detail that identifies you or your Site, and you may ask us not to use images of your property at all.
• Our Privacy Policy sets out how we handle personal data in full, including how long we keep it and your rights. It is available on our website or on request.

15. Complaints

If something is not right, please tell us. Contact us in writing setting out the problem and what you would like us to do. We will acknowledge your complaint promptly, investigate, and give you a written response. Most issues are resolved quickly once we know about them, and raising a concern with us first gives us the chance to put things right.

16. Respect for Our People

We value our team and welcome your feedback, including when it is critical. Abusive, threatening or discriminatory behaviour towards our staff, whether on Site, by phone or in writing, will not be tolerated. Where it occurs, we may withdraw from Site, suspend the Services and, in serious cases, end the Contract; in that event you remain liable for work carried out and Goods supplied to that point.

17. General

• These terms, together with the Quotation, form the entire agreement between us and supersede any previous discussions or documents.
• If any part of these terms is found to be unenforceable, the rest continues to apply.
• A delay in enforcing a term is not a waiver of it.
• We may update these terms from time to time. The version in force at the date of your Quotation applies to your Contract.
• You may not transfer your rights under the Contract without our written consent. We may transfer ours where your rights are not affected.
• No one other than you and Gatehouse has any right to enforce these terms.
• Notices under these terms must be given in writing to the contact details on the Quotation or invoice.

18. Governing Law and Jurisdiction

These terms, and any dispute arising out of or in connection with them, are governed by the law of England and Wales, and are subject to the exclusive jurisdiction of the courts of England and Wales. If you are a Consumer resident in Scotland or Northern Ireland, you may bring proceedings in your local courts.

01 August 2026