Terms and conditions on which Hadley Wood Security Limited provides security services:

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These are the terms and conditions on which Hadley Wood Security Limited incorporated and registered in England and Wales with company number 04539669 whose registered office is at Ramsay House, 18 VeraAvenue, Grange Park, London, N21 1RA (referred to in this document as we or us) provides services to thecustomer named in the application form sent to us (referred to in this document as the (customer, you or your)

 

These terms were reviewed in November 2025 and may have changed since you last reviewed them

 

YOUR ATTENTION IS DRAWN TO THE LIMITATIONS AND EXCLUSIONS OF SERVICE AND LIABILITY IN PARAGRAPHS 5.6, 9, AND 17 BELOW

 

 

1. Duration of Agreement

 

Agreements with us start on 1 June each year and end on 31 May on the next year (we refer to this as aMembership Year). However, in the first year of our agreement it starts on the earlier of (i) the date we startproviding services to you (ii) the date that we receive your payment or (iii) the date we received yourproperly completed direct debit form. 

 

Our agreement automatically renews for successive periods of 12 months unless you give us or we give you notice in writing to terminate the agreement at least 30 days prior to 1 June in a particular year. If you join in the30 days before 1 June, the agreement will automatically renew for 12 months on the 1 June in that year. Other ways to terminate the agreement are set out below. 

 

2.   Subscription Amounts

 

The subscription amounts for the services we provide are as we have notified you (which may be in the resident information form that we have sent you) pro-rated where our agreement starts partway through aMembership Year. We will notify you of any price changes or changes to the services to be offered at least 60 days prior to any automatic renewal to enable you to terminate our agreement prior to the automatic renewal of agreement.

 

3.   Payment

 

You must pay us all subscription amounts for the Membership Year as they become due for that year eitherwhen our agreement starts or on each renewal date (1 June). Subscription amounts are payable even if theagreement is terminated.

 

4.   Services

 

The services we will provide to you are as set out on the Member Benefits form and may be updatedwhen we email you regarding renewal. You should familiarise yourself with these. We may by agreement provide additional services and if we do, we will let you know what the additional cost will be and may require you toagree additional terms and conditions with us.

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5.   Providing the Services

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5.1 We will always provide you with the Services using reasonable care and skill and in in compliance with all applicable laws and regulations.

5.2 We do not provide any health or medical advice or services although patrol officers have first aid training.

5.3 We will ensure that our personnel are properly trained and licensed and we will maintain appropriate insurance coverage.

5.4 Provided that you sign our plaque consent form that we send to you we will install a membership plaque on your property and by signing that form you confirm that you have all necessary authorisations including from third parties to install the plaque. We will discuss the location with you before installation. We may remove the plaque (notifying you prior to this taking place) should our agreement terminate and/or if we are entitled to suspend the services. You give consent for a representative of ours to access your property solely for the installation and, once notice has been given to you, removal of the plaque. We will have no liability for any damage or issues that may arise with the installation or removal of any plaque. You agree that the plaque can only be displayed whilst you have a current agreement with us. Our rights under this paragraph will continue after our agreement ends for any reason.

5.5 We may sub-contract the performance of any or all of the services but will remain responsible to you for the services even if we do.

 

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6.   Your Obligations

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6.1 You must provide us with accurate and complete the information necessary for the provision of the services, you must ensure that we have your current and up to date contact details including mobile phone numbers.

6.2 You must take reasonable steps to secure and protect your property, yourselves and your visitors. 

6.3 You must ensure that your premises are safe for our and our sub-contactors’ personnel.

6.4 You must comply with all applicable laws and regulations.

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7.   Our responsibility to perform the services by particular times

 

While we aim to carry out the services by the target times we might give, we do not guarantee or provide a firm commitment that the performance of any individual part of the services will be completed by a specified time or date.

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8.   Payment

 

If you do not pay us when required-

If you fail to make payment in accordance with Paragraph 3 or as we have otherwise agreed in writing, we may suspend performing the services until you make payment and also r        remove any plaque we have fitted.

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Where you seek to not pay amounts due to us-

You will not refuse to pay any amount owing to us where there is only a minor or inconsequential defect or error in the performance of the services.

 

 

9.   We are not responsible for delays outside our control

 

If our supply of the services is delayed by an event outside our control, (such as road works, telecommunications failures, road closures, emergency services or extreme weather) we will endeavour to let you know of the reason for the delay unless it is obvious (e.g. a road closure) and do what we reasonably can to reduce the delay.

 

10.  Your legal right to change your mind if you are a consumer

 

If you are a consumer and have entered the agreement online, over the telephone or on your doorstep of your property, you have 14 days after the date we confirm your order to change your mind. How to let us know and what happens next. If you change your mind under this right, contact us or fill in the form at the end of this document and email it to us at info@hadleywoodsecurity.com. We will refund you as soon as possible and within 14 days of you telling us you have changed your mind. We will refund you by the method you used for payment. We do not charge a fee for the refund.

 

11.  Cancellation by you

 

11.1 Once we and you enter into a binding agreement, you will not be able to unilaterally cancel the agreement, except where we agree to that cancellation or as otherwise provided for in this agreement. If we do agree to cancel the agreement then we will charge you a pro-rated amount for the services provided up to the date of cancellation.

11.2 If you wrongly purport to cancel our agreement or do not fulfil your obligations (such as by not paying any sums due to be paid to us) in a way which amounts to you cancelling the agreement we do not have to accept your cancellation except as provided elsewhere in this agreement. However, we may choose to accept cancellation, and if we choose to do so you will be required to pay to us a reasonable amount for the losses, expenses and costs we have suffered.

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12.  You have rights if there is something wrong with the service provided

 

If you think there is something wrong with the service provided, you must contact us at info@hadleywoodsecurity.com and let us know. If we breach this agreement and do not remedy this breach within a reasonable period of time (in most cases this will be within 14 days unless the nature of the circumstances means more time is needed) you may terminate this agreement by giving us written notice. 

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13. We can change services and these terms

 

13.1 Changes we can always make. We can always change the services:

 

•                   to reflect changes in relevant laws and regulatory requirements; and

•                   to make minor technical adjustments and improvements. These are changes that don't affect the service materially.

 

13.2 Changes we can make only if we give you notice and an option to terminate. We can also make more material changes to the services or these terms, but if we do so we will notify you and you can then contact us to end the agreement before the change takes effect and receive a refund for any services you have paid for in advance but not received.

 

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14. We can suspend the supply of a service.

 

We would only do this to deal with technical problems or make minor technical changes or to update the service to reflect changes in relevant laws and regulatory requirements.

 

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15. We can withdraw services

 

We can stop providing a service. We will let you know at least 30 days in advance (unless this is a legal requirement to stop providing the service) and we will refund any sums you have paid in advance for services which will not be provided. 

 

 

16. We can end our agreement with you

 

We can end our agreement with you for a service and claim any compensation due to us if:

 

·            you do not make any payment to us when it is due and you still do not make payment within 7 days of our reminding you that payment is due.

 

·            you do not, within a reasonable time, provide us with information, cooperation or access that we have reasonably requested to enable us to provide the service, for example, contact     details of residents   at your property or vehicle registration numbers. 

 

·            you breach any of your obligations under these terms and conditions and do not remedy them within a reasonable time of a written request to remedy the breach. In most cases, this will be within 14 days, unless the nature of the breach requires more time.

 

We do not offer refunds of the subscription amounts you have paid or are due to pay but if you terminate because of our failure to comply with our obligations to you may be entitled to a rebate of subscription amounts.

 

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17. We do not compensate you for all losses caused by us or our services

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17.1 You have legal rights under consumer law, including the right to have the services provided with reasonable care and skill. Nothing in this agreement changes those rights.

 

17.2 We are not responsible for losses you suffer caused by us breaking our obligations if the loss is:

 

·            Unexpected: It was not obvious that it would happen and nothing you said to us before we reached agreement with you meant we should have expected it.

·            Caused by a delaying event outside our control: As long as we have taken the steps set out in Paragraph 9.

·            Avoidable: Something you could have avoided by taking reasonable action, including following our reasonable instructions.

 

17.3 We and/or our sub-contractors are not liable for any security breach at your property or the consequences of any such breach. 

 

17.4 To the extent that you use our services in respect of any trade, business, craft or profession then, save in respect of any liability which cannot legally be limited, our total liability to you for all losses arising under or in connection with any agreement between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to what you paid for the services and all claims for loss of profit or indirect or consequential loss are wholly excluded.

 

17.5 Losses we never limit or exclude. Nothing in these terms and conditions shall limit or exclude our liability for:

• death or personal injury caused by our negligence

• your legal rights under consumer law if you are a consumer

 

   Maximum Liability - For all other losses not listed above, if you are a consumer, our total liability shall not exceed 3 times the amount you have paid for the services.

 

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18. Contacting each other

 

18.1 You can telephone us (our contact numbers are on our website www.hadleywoodsecurity.com).

 

18.2 However, for important matters we suggest that you write and send any communications by email to info@hadleywoodsecurity.com.

 

18.3 We may contact you by post or email and we may also telephone you/whatsapp/text you.

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19.  Confidentiality

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Both parties agree to keep confidential all confidential information obtained in the course of the agreement andwe will not disclose your confidential information to any third party without your prior written consent other than inthe proper performance of our obligations including to our sub-contractors or as required by law.  This duty of confidentiality extends to our sub-contractors.

 

 

 

20. We use your personal data as set out in our Privacy Notice

 

20.1 How we use any personal data you give us is set out in our Privacy Notice: https://www.hadleywoodsecurity.com/terms- and-conditions

 

20.2 We also have a specific CCTV policy which deals with how we use personal data as part of our CCTV network. This is available here https://www.hadleywoodsecurity.com/terms-and-conditions/Privacynotice

 

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21. You have several options for resolving disputes with us

 

Our complaints policy.

We will do our best to resolve any problems you have with us or our services as per our complaints policy. Please email info@hadleywoodsecurity.com with any complaints or concerns.

 

You can go to court.

These terms are governed by English law, and you must bring claims against us in the English courts.

 

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21.Other important terms apply to our agreement

 

21.1 We can transfer our agreement with you, so that a different organisation is responsible for supplying your service.

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21.2 We will tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the agreement.

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21.3 You can only transfer your agreement with us to someone else if we agree to this. We will usually agree to transfer the agreement to someone who resides in your premises instead of you (for example if you sell your house or let it to a tenant) provided all amounts we are owed are paid to us and the new occupant signs an agreement with us. We will require you to pay any outstanding amounts for that Membership Year and, if you have not cancelled the automatic renewal in accordance with Paragraph 1 prior to automatic renewal, to also pay the subscription amounts for the following Membership Year as well. We can require the new owner to prove you transferred the service to them as a pre-condition to us agreeing to the transfer.

 

21.4 Nobody else has any rights under this agreement. This agreement is between you and us. Nobody other than the parties to the agreement can enforce it and neither of us will need to ask anybody else to agree to end or change it.

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21.5 If a court invalidates some of this agreement, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

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21.6 If you comprise more than one legal person, each such legal person is wholly liable to perform all of your obligations.

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21.7 Where the phrase “including” is used it means “including without limitation”. Where examples are given, this does not limit the matter it relates to.

 

21.8 Even if we delay in enforcing this agreement, we can still enforce it later. Our right to take any action for any breach by you of this agreement is not time limited event if we do not take that action straight away.

 

 

 

Model Cancellation Form

 

(Complete and return this form only if you wish to withdraw from the contract)

To Hadley Wood Security Limited incorporated and registered in England and Wales with company number 04539669 info@hadleywoodsecurity.com:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate