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Customer information

Policies in plain English

The commercial and service rules that apply to AI Surveillance subscriptions, SCS-supplied equipment, installation and support.

Subscriptions and activation

  • AI Surveillance is a rolling monthly service, paid in advance. There is no annual plan and no free month.
  • Customer-facing subscription prices are final GBP prices, calculated using the latest published reference rate and rounded to the nearest penny. If live conversion is unavailable, SCS does not display or issue a numeric subscription price.
  • For a Solo camera supplied by SCS, the equipment order covers the camera, selected accessories and delivery only. After delivery, the customer scans the activation QR code and makes the first monthly subscription payment before SCS connects and activates the camera.
  • For existing equipment, the first 30 days is charged only after successful cloud activation. If the equipment cannot connect, no subscription is charged.
  • Cancellation takes effect at the end of the current paid period. There is no partial-period refund. Upgrades may be prorated immediately; downgrades apply at the next renewal.
  • A failed payment suspends video, recording and alerts immediately. SCS retries after 7 days and makes a final retry after 14 days. A final warning is sent at least 48 hours before cancellation. If the final retry is unsuccessful, the subscription is cancelled after 14 days unpaid. No subscription charge accrues while suspended; successful payment restores service and starts a new 30-day paid period.

Equipment orders and delivery

  • Direct-to-cloud equipment orders are paid in full upfront. Bespoke Gateway or installed systems require an approved deposit before procurement.
  • The deposit covers all equipment, the £10 order delivery charge and committed third-party costs. The remaining installation labour is due immediately on recorded handover unless written credit was approved before work began.
  • Direct-to-cloud dispatch is normally estimated at 5–10 working days after cleared payment and cloud preparation. Dates are estimates, not guarantees.
  • SCS never substitutes an unavailable camera automatically. The customer may choose an approved alternative, accept a revised wait time or receive a full refund.
  • Purchased hardware belongs to the customer once its full equipment price is paid. Cloud access and the subscription remain separate services.

Returns, cancellations and warranties

  • Consumers may notify a change-of-mind cancellation within 14 days after delivery. Where informed in advance, the customer pays return postage, and lawful deductions may be made for handling beyond what is needed to inspect the goods.
  • A business may cancel before procurement. After procurement, any refund is limited to recoverable amounts after committed supplier, configuration and restocking costs.
  • SCS passes through the full manufacturer equipment warranty and separately warrants its installation workmanship for 12 months. Statutory rights are unaffected.
  • Remote fault diagnosis is free. SCS pays for attendance where its workmanship or legal responsibility is confirmed; otherwise a visit charge is agreed before attendance.

Setup, installation and handover

  • Each Direct-to-Cloud (Solo) order includes one 30-minute remote activation and app-handover session.
  • The included session must be booked within 30 days of delivery. One reschedule is included when at least 24 hours’ notice is given. An unnotified missed appointment consumes the included session.
  • Interactive live support is by appointment. After the included session is used, missed without notice or expires, further support is chargeable. One appointment may be rescheduled without charge when at least 24 hours’ notice is given.
  • Installation changes or access problems require 48 working hours’ notice. Otherwise reasonable evidenced labour, travel and non-recoverable third-party costs may be charged, subject to consumer rights.
  • Residential work during the 14-day cooling-off period starts only after an express written early-start request and acknowledgement of reasonable completed-work costs if cancelled.
  • Hidden site conditions pause the affected work until written scope-and-price approval is received, except work needed to make the site safe.
  • Handover is complete when commissioning tests pass, secure account access and basic training are provided, and handover is recorded. Minor non-critical snags are logged but do not delay payment.

Accounts, footage and CCTV responsibilities

  • The verified account holder may invite or remove named users and assign site permissions. Only the account holder or formal administrator may control billing, cancellation or device unlocking. Shared logins should not be used.
  • SCS does not access, view, select or disclose customer images, thumbnails, live video, recordings or exported clips. This is not a human monitoring service.
  • Authorised support personnel may use only technical information needed for setup or diagnosis: device identity, connection status, health alerts, firmware, network and configuration settings, and technical logs.
  • Requests for footage from individuals, police, insurers or other third parties are referred to the verified customer. SCS may explain how the customer can export footage but will not access or disclose it.
  • The customer or site operator is responsible for lawful purpose, signage, retention, access and footage requests. SCS provides standard guidance and templates, not legal advice.

Support, complaints and incidents

  • Email technical support is always available and SCS acknowledges messages within one working day. It is separate from interactive live support, does not require an appointment and does not consume the included 30-minute session. No emergency-response promise is made.
  • An active subscription includes account and billing help, platform and service-status assistance, connection-health triage and basic configuration guidance. Hands-on reconfiguration, extra training and site visits are chargeable.
  • Complaints may be submitted through the customer account or by email. SCS acknowledges them within two working days and aims to give a written outcome within ten working days, explaining any delay.
  • If SCS suspects an account, device or platform security incident, it contains the risk, preserves technical logs, notifies the verified account holder without undue delay and assists the customer’s assessment. Authorities are notified only where SCS has a legal duty.

These policies do not remove statutory consumer rights. Questions can be raised through the customer account or by contacting SCS.