Terms & Conditions

These Terms and Conditions apply to services booked through this website or otherwise agreed with WEBHAYER. For Pyronix Guard Response, also read the service-specific terms, dispatch procedure, callout cancellation rules and additional charges on the Pyronix Guard Response service page. The provider’s Guard Response terms, HomeControl2.0 terms and privacy policy are presented during activation/in the app. Statutory rights remain unaffected. WEBHAYER provides installation, repair, maintenance, inspection, configuration and technical support services. WEBHAYER does not sell goods through this website.

1. About WEBHAYER

WEBHAYER operates from 124 City Road, London, EC1V 2NX. Email: web@webhayer.co.uk. Telephone: 020 8087 1921.

2. Service information and quotations

The service page, quotation and booking confirmation describe the work included. Images and general descriptions are illustrative. Unless expressly included, parts, batteries, parking, congestion charges, specialist access equipment and additional work are excluded. If our inspection shows that different or additional work is needed, we will explain it and obtain your approval before charging for it.

3. Booking and contract formation

Submitting a booking is an offer to purchase the selected service. A contract is formed when WEBHAYER accepts the booking and confirms it by email or telephone. We may decline a booking, for example where the address is outside the coverage area, the requested work cannot be performed safely, or information supplied is incomplete. If we decline after taking payment, the relevant payment will be refunded.

4. Prices and payment

Prices are shown in pounds sterling. For alarm repair services, the advance payment price is £80 for the first hour, the standard first-hour rate is £100, and each additional hour is £50. For alarm maintenance services, the advance payment price is £100 for the first hour, the standard first-hour rate is £120, and each additional hour is £75. The applicable service page and checkout take priority if a different service-specific price is clearly stated.

Advance payment prices apply where payment is made before the service. Extra time is charged only where required and explained. Optional extras and other additional charges require your approval. Payment is processed using the methods displayed at checkout, including Stripe where available. Payment details are handled by the payment provider and are not stored by WEBHAYER in full.

5. Appointment confirmation

Placing an order does not by itself reserve a specific appointment. After receiving your order, WEBHAYER will contact you by email or telephone to agree and confirm the service date and time. This process also applies when you select cash payment. Any stated arrival time is an estimate unless expressly confirmed as fixed. We will tell you as soon as reasonably possible if an appointment must be changed.

Pyronix Alarm Repair bookings: the £80 advance payment covers the engineer’s visit, fault diagnosis and up to one hour of repair work. The fee does not guarantee a successful repair. If a properly carried out assessment shows that repair is not possible or would not be economical, the charge for the visit and diagnostic work remains payable. Replacement parts, additional labour and any return visit are charged only where the scope and cost have been explained and agreed in advance. After receiving your order, WEBHAYER will contact you to agree and confirm the appointment. If, before the visit takes place, WEBHAYER and the customer cannot agree a mutually suitable appointment, the booking payment will be refunded in full, including any paid booking extras. This does not affect statutory cancellation rights.

6. Your responsibilities

You must provide accurate contact, address and system information, confirm that the service address is within the coverage area, provide safe and reasonable access, disclose known hazards and ensure that an authorised adult is present where required. You are responsible for backing up relevant data and retaining system codes where appropriate. Delays or additional visits caused by missing access, inaccurate information or unsafe conditions may result in a reasonable additional charge if explained and permitted by law.

7. Performance of the service

WEBHAYER will perform services with reasonable care and skill. The scope is limited to the work agreed. We do not guarantee that every fault can be diagnosed or repaired within the first hour. Where completion requires additional time, parts or third-party work, we will explain the options and seek approval before proceeding.

8. Consumer cancellation rights

If you are a consumer and the contract is made online, by telephone or away from our business premises, you will normally have 14 days from the date the contract is made to cancel. To cancel, send a clear statement to web@webhayer.co.uk or call 020 8087 1921, giving your name, service address and booking or invoice reference.

9. Starting a service during the cancellation period

If you ask us to begin during the 14-day cancellation period and later cancel after work has started, you may have to pay a proportionate amount for the work already supplied. If the service is fully completed during that period following your express request and acknowledgement, the cancellation right for that completed service is lost. Further details appear in the Refund and Cancellation Policy.

10. Rescheduling and missed appointments

Contact us as soon as possible if you need to reschedule. Any charge for a missed appointment, late cancellation or wasted visit will apply only where it was clearly disclosed, is reasonable and is permitted by law. WEBHAYER may reschedule where illness, unsafe conditions, severe travel disruption or circumstances outside reasonable control prevent attendance.

11. Problems and remedies

If the service is not performed as agreed, contact us promptly. Where required by the Consumer Rights Act 2015, consumers may be entitled to repeat performance within a reasonable time and without significant inconvenience, or an appropriate price reduction or refund. Nothing in these terms limits statutory rights.

12. Liability

Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. WEBHAYER is not responsible for losses that were not reasonably foreseeable when the contract was made or for business losses suffered by consumers. Business liability is limited to the extent permitted by law and subject to any written quotation or separate agreement.

13. Personal data

Personal data is handled in accordance with the Privacy Policy and Cookies Policy. Service and payment providers may process information where necessary to take payment, operate the website, communicate with you and deliver the service.

14. Complaints

Please send complaints to web@webhayer.co.uk with the booking or invoice reference and a clear description of the issue. We will review the matter and respond within a reasonable time.

15. Governing law and jurisdiction

These terms and service contracts are governed by the law of England and Wales. The courts of England and Wales will have jurisdiction, except that a consumer living elsewhere in the United Kingdom may bring proceedings in the courts available under mandatory consumer law.

16. Changes to these terms

We may update these terms for future bookings. The version in force when your contract is formed will apply to that booking unless a change is required by law or agreed with you.