Pyronix Guard Response

Open the app settings from the home screen, select Guard Response Settings, choose your panel and select Edit Trusted Contacts. Tap the plus button and enter the contact details. Each trusted contact must have HomeControl2.0 and the required PyronixCloud account/Home set up. Keep their email addresses and telephone numbers current. Menu labels can vary by app version.

Open Settings, then Guard Response Settings, select your panel and choose View History of Events. Select an event to open its report, photographs and notes. During an active response, the app shows progress and the guard's location/arrival information.

Cancel through the app. To retain a credit or avoid an additional callout charge, Guard Response must receive the cancellation within 10 minutes of receiving the original event, and the guard must not already be on site. After that window, a credit is used or the full additional callout charge applies. This is separate from cancelling subscription renewal.

The installer guidance says an extra callout is requested and paid for on demand in the app at £55 + VAT for either property type. The provider's terms also refer to additional callouts being charged through the reseller: check the billing method and total shown before confirming. Paid additional callouts do not have the 30-minute credit guarantee.

If required, you or your nominated person can approve chargeable standby/grounding. The installer guidance states £1 per minute in started 15-minute blocks: 1–15 minutes is £15 and 16–30 minutes is £30. This is separate from the included inspection.

The provider's guidance says the subscription stays with the original property and panel and cannot be transferred to your new address. It does not offer a discretionary pro-rata refund simply because you move or have unused callouts. Statutory cancellation rights and remedies remain unaffected.

Cover is for one fixed, professionally fitted compatible intruder alarm at the registered property. Residential and commercial rates differ; you must declare the correct category. Incorrect categorisation can affect service and lead to the difference in subscription fees being charged. Video events are excluded unless separately agreed. Coverage is subject to the app's postcode check and provider acceptance; the provider may refuse coverage where timely attendance is not feasible. Its terms also reserve rights to decline or discontinue cover, subject to applicable law.

The full cover period is 12 months and includes two callout credits. Keep the separate annual PyronixCloud control-panel subscription active. WEBHAYER's annual payment renews automatically until renewal is cancelled in Manage my subscriptions; consult your confirmation for payment and cover dates. If a shortened first term aligned with PyronixCloud is specifically agreed, the provider's terms provide two credits where more than six months remain, or one where less than six months remain, followed by the full annual term at renewal. The terms do not specify the exactly-six-month case; confirm the allowance before agreeing an aligned term. The prices above are for a full year, not a promise of an automatically prorated checkout.

Both confirmed and unconfirmed alarms offer a guard request. Up to three trusted contacts can receive escalated notifications. If the account holder and additional contacts do not acknowledge the event within the documented 90-second period per user, automatic dispatch applies only to a confirmed activation (two or more zones). Do not assume that ignoring a confirmed alarm prevents a callout or preserves a credit.

The provider aims for arrival within 30 minutes of receiving the app notification/request. For the two included callouts only, arrival outside that period does not deduct a credit. The third and later paid callouts remain chargeable regardless of response time. A cancellation must reach Guard Response within 10 minutes of its receiving the original event and before the guard is on site to avoid using a credit or paying the callout rate. Later cancellation uses a credit or incurs the full callout charge.

Accepting the provider's terms authorises access for an external inspection. Disclose hazards and keep access details accurate. The guard only inspects areas with reasonable access that they consider safe. The core service is an exterior inspection and photographic report; the provider's Appendix B allows an interior inspection where applicable if keyed access has been provided. Routine keyholding, forced entry and repair of damage are not included. The included visit covers inspection and reporting up to a maximum of one hour; an inspection exceeding that may incur additional charges.

The installer guidance lists additional callouts at £55 + VAT for domestic and commercial properties, processed on demand in the app. The provider's terms also describe reseller billing; the applicable payment route and total must be confirmed before the additional callout is ordered. Standby/grounding after a break-in requires approval from you or your nominated person and may be charged automatically to your account. The stated standby rate is £1 per minute in started 15-minute blocks (£15 for up to 15 minutes; £30 for 16–30 minutes). Do not treat the one-hour inspection limit as free standby.

Keep your property, account, hazard and trusted-contact details accurate. An active PyronixCloud subscription, functioning alarm communications and HomeControl2.0 account are required. Guard Response is delivered by third-party security companies using SIA-licensed guards. The app provides dispatch/arrival records, actions taken, reports and photographs. Communications failures, hardware faults and planned or emergency maintenance can interrupt availability; report problems through the app helpdesk.

The provider's stated routine in-app support hours are 8:00am–6:30pm Monday to Friday. The terms separately describe 24-hour support through the attending officer/helpdesk for a genuine activation or burglary; this should not be confused with round-the-clock routine account support. For subscription and setup assistance, contact WEBHAYER. Where a break-in is suspected or confirmed, the guard contacts police and the account holder or nominated person. Police attendance is not guaranteed by this subscription.

Cancel future automatic renewal through Manage my subscriptions and check the displayed access end date. Cancelling renewal does not cancel an active guard dispatch. The provider does not offer transfer to another property/panel or discretionary pro-rata refunds for moving home or unused callouts. This does not override a consumer's statutory cancellation rights, rights if a service is not supplied as agreed, or WEBHAYER's Refund and Cancellation Policy. Any request to start service during the statutory cancellation period is handled separately under that policy.