Terms & Conditions

1. ABOUT US

These Terms & Conditions apply to purchases from WeGo Security.

WeGo Security is a trading name of WeGo Home Group Ltd, a company registered in England and Wales under company number 17421001.

Registered office:
Unit 7, Offley Hoo Farm
Hoo Lane
Offley
Herts
SG5 3ED

Please read these terms before placing an order. Nothing in these terms affects statutory rights that cannot lawfully be excluded or restricted.

2. DEFINITIONS

In these terms:

• “we”, “us” and “our” mean WeGo Home Group Ltd trading as WeGo Security;
• “you” and “your” mean the customer;
• “goods” means equipment or other physical products supplied by us;
• “installation services” means installation, commissioning or related services supplied by us;
• “installed order” means an order that includes installation services;
• “supply-only order” means an order for goods without installation by us;
• “WeGo Care” means the applicable WeGo support/care plan described on the website or in your order.

3. PRODUCT AND SERVICE INFORMATION

We take reasonable care to describe products, packages and services accurately.

Product photographs are illustrative of the relevant product or variant. Minor differences in appearance, packaging or manufacturer presentation that do not materially affect the product may occur.

Ajax product functionality can depend on the particular model, hub, firmware, configuration, connectivity and Ajax services used.

Where an order includes professional installation, the scope of installation is the scope stated in the package, configurator, quotation or order confirmation.

4. PLACING AN ORDER

The website allows you to select products, packages and/or installation options and review the order before submitting it.

You are responsible for checking the order information and correcting errors before placing the order.

Submitting an order is an offer to buy the relevant goods and/or services. A contract is formed when we accept the order and issue confirmation, unless we clearly state a different acceptance process during checkout.

We may contact you before acceptance if information is incomplete, a product is unavailable, an installation requirement needs clarification or there is an obvious pricing or technical error.

5. PRICES

The price payable is the price shown or otherwise agreed when the order is placed, subject to correction of an obvious error before the contract is formed.

Any delivery charge, installation charge or other mandatory charge will be shown or calculated before the order is submitted.

Where WeGo Security is not VAT registered, prices must not be represented as including a separately chargeable amount of VAT. If our VAT status changes, the website and relevant documents will be updated accordingly.

6. PAYMENT

Available payment methods are those displayed at checkout.

For installed orders, the website may operate an authorisation/reservation and later capture process for supported payment methods, with payment taken in accordance with the checkout explanation and order confirmation.

Some finance or third-party payment methods may complete at a different stage and will be subject to the payment provider’s applicable terms.

Supply-only orders may require payment when the order is placed.

No payment route is live merely because it is displayed on a preview or unpublished version of the website. The live checkout wording and payment process applicable when the customer actually orders will govern the transaction.

7. PRODUCT AVAILABILITY

Products and installation dates are subject to availability.

If an item becomes unavailable after an order is accepted, we will contact you and, where appropriate, offer a suitable alternative, revised timing or refund for the unavailable element. We will not substitute a materially different product without agreement.

8. SUPPLY-ONLY ORDERS

Where a product is offered as supply-only, installation is not included unless expressly stated.

The customer is responsible for checking that a supply-only product is suitable and compatible with their intended system.

Some Ajax product ranges are intended for professional installation or commissioning and may not be available through a supply-only purchase route.

9. DELIVERY

Delivery charges and available delivery arrangements will be shown during the ordering process.

Unless a different delivery period is expressly agreed with you, goods will be delivered without undue delay and within the period required by applicable consumer law.

Risk in goods passes to a consumer when the goods come into the physical possession of the consumer or a person identified by the consumer to take possession, subject to the rules applying where the consumer independently commissions a carrier.

Please inspect delivered parcels and tell us promptly about damage, missing items or incorrect goods.

10. INSTALLED ORDERS

Where installation is included, we will arrange an installation appointment after the order is accepted.

You must:

• provide accurate property and contact information;
• provide reasonable access to the property at the agreed time;
• ensure an adult authorised to make installation decisions is present where reasonably required;
• tell us about known hazards, access restrictions, asbestos or other relevant site conditions;
• obtain any permission you are responsible for obtaining, such as landlord or freeholder consent; and
• provide suitable electricity, internet/network access or other facilities where reasonably required for the agreed system.

11. INSTALLATION SCOPE AND SITE CONDITIONS

Our standard installation covers the work described in your order/package.

If conditions that could not reasonably have been identified beforehand mean additional work or equipment is needed, we will explain the issue and any additional price before carrying out chargeable additional work.

We will not knowingly carry out work that is unsafe, unlawful or technically inappropriate.

Reasonable drilling, fixings and cable routes may be necessary. We will take reasonable care of the property but minor making-good or decoration may be outside the agreed installation scope unless expressly included.

12. INSTALLATION APPOINTMENTS AND DELAYS

We will use reasonable care to attend agreed appointments.

Events outside our reasonable control, including severe weather, supplier disruption, illness, access problems, network outages or other exceptional circumstances, may require an appointment to be rearranged.

Nothing in this section removes rights you have where a service is not provided within an agreed or legally required time.

13. SYSTEM COMMISSIONING AND HANDOVER

Where included, we will commission the installed equipment and provide reasonable handover information.

Some features depend on the customer maintaining suitable internet, cellular service, electricity, compatible devices, third-party accounts or subscriptions.

A security system reduces risk but cannot guarantee that burglary, fire, flooding, damage, loss or another event will not occur.

14. CUSTOMER ACCOUNTS AND AJAX APP

Where an Ajax account or app is used, the customer is responsible for protecting account credentials and managing authorised users.

Ajax services are also subject to the relevant Ajax terms, privacy information and technical availability.

15. CONSUMER CANCELLATION RIGHTS — DISTANCE ORDERS

If you are a consumer buying online or otherwise at a distance, you will normally have a statutory right to cancel within the applicable 14-day cancellation period, subject to legal exceptions.

For goods, the cancellation period will normally run for 14 days from the day after you, or a person nominated by you, receives the goods.

For a service contract, the cancellation period will normally run for 14 days from the day after the contract is entered into.

If an order combines goods and services, different statutory rules may apply to the different elements.

These rights are in addition to rights relating to faulty or misdescribed goods or services.

16. STARTING INSTALLATION DURING THE CANCELLATION PERIOD

We will not treat acceptance of these general Terms & Conditions alone as a request to start installation services during the statutory cancellation period.

If you want installation or another service to begin before the relevant cancellation period has expired, we may require a separate express request from you.

If you expressly request that services begin during the cancellation period and then cancel before the service is fully performed, you may be required by law to pay a proportionate amount for the service actually supplied up to cancellation.

Where the law provides that the cancellation right is lost after a service has been fully performed, this will only apply where the legal requirements for that loss of cancellation right have been satisfied, including the necessary request/acknowledgement.

17. HOW TO CANCEL

To exercise a statutory cancellation right, tell us clearly that you wish to cancel.

You may contact us using the contact details provided on the website. You may use the model cancellation form at the end of these terms, but you do not have to use that form.

18. RETURNS AFTER CANCELLATION

Where you cancel a supply-only goods order under a statutory cooling-off right, you must normally return the goods within 14 days after telling us you are cancelling, unless we have offered to collect them.

You must take reasonable care of goods. We may make a deduction from a refund where the law allows this because handling has reduced the value of the goods beyond what is necessary to establish their nature, characteristics and functioning.

You will normally be responsible for the direct cost of returning cancelled goods where the law permits and we informed you of that responsibility before the contract was made.

This does not apply in the same way where goods are faulty, misdescribed or otherwise do not conform to the contract.

19. REFUNDS FOLLOWING STATUTORY CANCELLATION

Refunds following a valid statutory cancellation will be made in accordance with applicable law.

For goods, we may be entitled to wait until we receive the returned goods or evidence that they have been sent back, whichever occurs first.

Where you chose a more expensive delivery method than our least expensive standard delivery option, we are not required to refund the additional delivery cost beyond the amount required by law.

20. PERSONALISED OR BESPOKE GOODS

The statutory cooling-off right may not apply to goods made to your specifications or clearly personalised, where the legal exception applies.

We will not describe an ordinary standard security product as bespoke merely because it forms part of an installation.

21. FAULTY GOODS

Consumer goods must meet the standards required by the Consumer Rights Act 2015, including being of satisfactory quality, fit for purpose where applicable and as described.

If goods do not conform to the contract, you may have statutory remedies including repair, replacement, price reduction, rejection or refund depending on the circumstances and timing.

Nothing in a manufacturer warranty replaces or reduces your statutory rights.

22. INSTALLATION AND SERVICE QUALITY

We will provide installation and other services with reasonable care and skill.

If installation does not conform to the contract, please contact us so that we can investigate and, where appropriate, put the work right or provide another remedy required by law.

23. MANUFACTURER WARRANTY

Where a manufacturer warranty applies, details may be supplied with the product or described on the website.

Manufacturer warranties are additional to statutory consumer rights.

Warranty coverage does not normally include damage caused by misuse, unauthorised alteration, accidental damage, unsuitable third-party equipment or circumstances excluded by the manufacturer, subject always to your statutory rights.

24. WEGO WORKMANSHIP

Any specific WeGo workmanship cover stated in your order or on the website applies on the terms stated for that cover.

It does not reduce statutory rights relating to installation services.

25. WEGO CARE

Where WeGo Care is included or purchased, the applicable benefits, initial period, renewal price and payment frequency will be those stated for the relevant package/tier when you order.

Care benefits may include, depending on the tier, services such as system support, remote health/support features, replacement batteries, extended equipment warranty while Care remains active, ProofLinc entitlement and WeGo Home Group discounts.

Not every Care tier has identical benefits.

Any free or discounted introductory period and the price payable afterwards must be clearly shown before the customer becomes liable for a renewal payment.

Where a Care plan renews, cancellation and renewal rights will be provided in accordance with the law applying at the relevant time.

26. SIM/CELLULAR AND THIRD-PARTY CONNECTIVITY

Some systems or Care arrangements may include or use cellular/SIM connectivity.

Coverage and performance depend on third-party telecommunications networks and local conditions. We cannot guarantee uninterrupted third-party network availability.

Any separate renewal price for a SIM or connectivity service will be stated before the customer becomes liable to pay it.

27. SECURITY AND MONITORING

Unless your order expressly includes a particular monitoring service, the supply or installation of security equipment does not mean that WeGo Security operates a continuously staffed alarm receiving or emergency monitoring service.

Do not assume that an alarm automatically results in attendance by police, fire, ambulance or another emergency service unless a specific service providing that outcome has been separately agreed.

28. LIABILITY

We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or statutory consumer rights that cannot lawfully be excluded.

For consumers, we are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill.

We are not responsible for loss or damage that is not foreseeable, for business losses suffered by a consumer, or for failures caused solely by third-party services or circumstances outside our reasonable control where the law does not make us responsible.

Security equipment is risk-reduction equipment. It is not insurance and is not a guarantee against crime, loss, damage, fire, flood or other events.

29. BUSINESS CUSTOMERS

If you purchase wholly or mainly for business purposes, some statutory consumer rights described in these terms will not apply.

Any specific business quotation, service agreement or negotiated written terms may supplement or replace relevant provisions of these website terms.

30. COMPLAINTS

If something goes wrong, please contact us using the contact details shown on the WeGo Security website and provide your order/reference details where available.

We will investigate complaints and seek to resolve them fairly.

Nothing in our complaints process prevents a consumer from exercising statutory rights or using any dispute-resolution or court process available by law.

31. PERSONAL INFORMATION

We use personal information in accordance with our Privacy Policy.

Cookie and similar-technology use is described in our Cookie Policy.

32. CHANGES TO THESE TERMS

The terms applying to an order are those made available to you when the contract is entered into.

We may update these website terms for future orders. We will not retrospectively change an existing customer contract merely by publishing new website terms.

33. SEVERABILITY

If a court or competent authority finds part of these terms unlawful or unenforceable, the remaining provisions will continue to apply so far as legally possible.

34. GOVERNING LAW

These terms are governed by the law of England and Wales.

If you are a consumer resident elsewhere in the UK, you retain any mandatory protections and rights to bring proceedings in the courts available to you under applicable law.

35. CONTACT

WeGo Security
A trading name of WeGo Home Group Ltd
Company number: 17421001

Registered office:
Unit 7, Offley Hoo Farm
Hoo Lane
Offley
Herts
SG5 3ED

Use the contact details shown on the WeGo Security website for order, cancellation or complaint enquiries.

MODEL CANCELLATION FORM
(Complete and return this form only if you wish to cancel a contract and have a statutory right to do so. You may instead make any other clear statement of cancellation.)

To: WeGo Security, a trading name of WeGo Home Group Ltd, Unit 7, Offley Hoo Farm, Hoo Lane, Offley, Herts, SG5 3ED

I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods / 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:

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