BEFORE WE BEGIN
Terms & Conditions
Clear expectations for your survey, equipment and installation.
Operational launch draft · 1 October 2026. The specific written quote and required consumer information are supplied before you enter a contract.
Your quote and agreement
Snug Upgrade is backed by Up & Over Doors Ltd. Your written quotation identifies the contracting business, its contact details, agreed equipment, installation work, VAT, payment stages and validity period. A survey or enquiry does not commit you to buy. Please check the scope before accepting; any changes and additional charges must be agreed in writing.
Preparing for installation
Please give us accurate information about the property, permissions, existing systems and known hazards, and provide safe access and working space. Tell us about fragile finishes, hidden services and access restrictions. We take reasonable care of your property and agree necessary drilling, fixings, cable routes and making-good before work. Unforeseen conditions may require a revised plan or separately agreed work.
Existing systems and compatibility
Electrical supplies, heating systems, valves, wiring and networks must be suitable and safe. Survey checks reduce uncertainty but cannot reveal every concealed condition. If an incompatibility or unsafe condition is found, we explain the options before proceeding. Work requiring a specialist electrician or appropriately registered gas engineer is separately identified and carried out by a suitably qualified person. A basic heating safety/operation check is not a Gas Safety Certificate.
Connectivity and third-party services
Connected features may require broadband, Wi-Fi, electrical power, a compatible hub and manufacturer accounts. Coverage depends on construction, layout, interference and equipment; an improved local network cannot exceed your broadband service. Internet, power or third-party service outages can affect alerts, recording, remote access and automations. We do not control those services, but remain responsible for our own agreed work and reasonable care.
Apps, updates and accounts
Devices may need their native apps and customer-owned accounts. Amazon/Alexa, Tapo, Tado, eero and other providers can change software, firmware, compatibility or service availability. We explain known dependencies at installation; future third-party changes may require adjustments. Keep account recovery details secure, use strong passwords and install appropriate updates. We do not retain your account passwords.
Subscriptions, storage and everyday controls
Any optional subscription and its continuing cost will be identified before you choose it. Local storage has finite capacity and recordings may be overwritten; a local card is not an unlimited archive or guaranteed backup. Agree retention and access settings at handover. We explain normal manual or physical controls where supported, including which functions remain available during an outage.
Security and physical protection
Cameras, sensors, lighting and grilles can help reduce risk; they do not guarantee prevention, detection, uninterrupted recording or an emergency response. Fixed grilles need assessment of escape routes, structure and window operation. A physical-security product is not represented as certified attack-resistant unless the written specification identifies applicable certification.
Warranty, workmanship and support
Manufacturer equipment warranties and our responsibility for installation workmanship are distinct. Your quote and handover identify the applicable warranty and support arrangements; your statutory consumer rights remain unaffected. Tell us promptly about faults so we can assess them. Callouts caused by customer changes, external networks, platforms or unrelated existing faults may be chargeable, but we explain and agree charges first. A charge does not replace our obligation to remedy work for which we are responsible.
Payment, cancellation and rescheduling
Deposits and payment dates, where applicable, are stated in your quote before acceptance. Contact us promptly if you need to cancel or move an appointment. We will explain any reasonable, evidenced costs and seek to minimise losses; a deposit is not automatically forfeited. Where consumer distance or off-premises cancellation rights apply, the usual cancellation period is 14 days. We provide the relevant notice and cancellation information before contracting. If you expressly request services during that period, a proportionate charge for work performed may apply if you cancel. Made-to-measure goods can be exempt from change-of-mind cancellation rights; this does not remove rights for faulty goods or automatically exempt associated services. Your written agreement explains what applies.
Responsibility and questions
We carry out agreed services with reasonable care and skill. Nothing here excludes statutory rights, liability for fraud, death or personal injury caused by negligence, or anything else that cannot lawfully be excluded. If something goes wrong, contact us with the details so we can investigate and propose a fair remedy. These general terms do not replace the specific agreed scope or mandatory consumer protections.
Privacy and contact
See our Privacy Notice for how enquiries and personal information are handled. Contact info@upandoverdoorsltd.co.uk or 0117 3000707 with questions.