Terms & Conditions | KC Security Solutions

1About us and these terms

KC Security Solutions (ABN 98 488 689 659) is owned and operated by Niklas Kreuzer, trading as KC Security Solutions ("we", "us"). We hold Queensland Security Licence 4971708 and Open Cabling Registration 34872.

These terms apply to every quote we give and every job we do for you ("you"), together with your quote or invoice. If your quote says something different from these terms, the quote applies for that job. By accepting a quote, paying a deposit or asking us to start work, you agree to these terms.

2Quotes

Quotes are valid for 30 days from the date shown, unless the quote says otherwise. After that, prices may change, for example if supplier prices change.
Prices are in Australian dollars and include GST where GST applies.
A quote is based on what you've told us and what we could see or reasonably expect at the time, such as a site visit, photos or plans. If the site turns out to be different, section 5 applies.
Unless your quote says so, quotes don't include: 240V electrical work (power points must be installed by a licensed electrician), patching or painting, work at heights needing scaffolding or an elevated work platform, trenching or underground conduit, internet services, monitoring fees or app subscriptions.

3Accepting a quote and deposit

To accept a quote, reply in writing (email or text is fine) and pay the deposit.
A 50% deposit is required to secure your booking and order equipment. We schedule the work once the deposit has cleared.
For larger or staged jobs, we may agree progress payments with you in writing.

4Payment

The balance is due within 7 days of the job being completed.
After-sales support (including remote support, programming changes, warranty call-outs and the Hik-Connect handover) starts once your account is paid in full.
You can pay by bank transfer (EFT) to the account shown on your quote or invoice. Please use your quote or invoice number as the reference. Card payments are available on request, with no surcharge.
We will never change our bank details by email or text alone. If you get a message saying our bank details have changed, don't pay: call us on 0477 511 091 first to check.
If an invoice is overdue, we'll remind you first. If it stays unpaid, further work and support stay on hold until it's paid, and you may need to pay reasonable costs of recovering the debt. This doesn't affect your rights under the Australian Consumer Law.

5Variations and site conditions

If you ask for extra equipment or work, or we find the job needs more than quoted (for example hidden obstructions, no roof or wall access, existing faulty cabling or extra cable runs), we'll explain why and give you a price. We won't do the extra work until you approve it.
If we find or suspect asbestos, we'll stop work in that area. Removing or working around asbestos needs a licensed contractor and is not included.
If you cancel part of the work after equipment has been ordered, the deposit may be used to cover that equipment (see section 9).

6What we need from you

Safe access to the work areas on the agreed day, including roof space, switchboard area and where the recorder or alarm panel will go. Please keep pets secured and tell us about any hazards.
Permission to do the work. If you rent, or the property is in a strata scheme or body corporate, you're responsible for getting the owner's or body corporate's approval before we start.
Power points where equipment needs them, unless they're part of our quote.
Access to your modem or router (and its password) if your system is to be viewed on your phone.
Accurate information. If anything you've told us is wrong and it affects the job, extra time or materials may be charged as a variation.

7Internet, network and app access

Viewing cameras and receiving alerts on your phone needs a working internet connection with enough upload speed, and a stable home or business network. This is provided by you and your internet provider, not by us.
We set up remote viewing through the manufacturer's app (for example Hik-Connect). These apps and cloud services are run by the manufacturer, which may change or limit them.
If your internet or network is unreliable, or changes after installation (new modem, new provider, changed Wi-Fi), extra troubleshooting or hardware may be charged at our standard rates.

8Call-outs and service rates

Service	Rate (per technician)
Call-out, including the first hour on site	$200
Each additional hour	$135
Remote support (by phone or app)	$135 per hour, agreed with you before we start

A minimum one-hour charge applies to every call-out. Parts and equipment are extra.
After-hours, weekend and public holiday rates, and travel outside our usual service area, are quoted before we attend.
Warranty work is covered as described in section 10.

9Rescheduling and cancellations

Need to change your booking? Let us know at least 48 hours before and we'll rebook you at no cost.
If we arrive at the agreed time and can't get access or start work, or you cancel with less than 24 hours' notice, a call-out fee of $200 may apply.
If you cancel an accepted quote, we'll refund your deposit less the cost of any work already done and any equipment ordered for you that we can't return to the supplier (or the supplier's restocking fee if it can be returned).
We may need to reschedule because of weather, illness or supply delays. We'll tell you as early as we can and won't charge you for our changes.

10Warranty

Equipment. The equipment we supply comes with the manufacturer's warranty. For the brands we use most, that's currently:

Hikvision and HiLook cameras and recorders (NVRs): 3 years
Ruijie Reyee access points, ES series switches, wireless bridges and AirMetro point-to-point equipment: 3 years; Ruijie NBS series switches: 5 years
Hard drives, batteries, power supplies and accessories: the manufacturer's warranty for that item, which may be shorter

Manufacturer warranties are generally return-to-base: the faulty item goes back to the supplier to be repaired or replaced. We manage the claim for you.

Workmanship. Our installation work is covered for 12 months from the date we finish the job. If something we installed fails in that time because of our workmanship, or a covered equipment fault needs the item removed and refitted, we'll fix it at no charge for labour.

After the first 12 months. Faulty equipment that's still under the manufacturer's warranty is repaired or replaced free of charge, but the labour to remove, return and refit it is charged at our standard rates (section 8).

Making a claim. Contact us as soon as you notice a problem and let us check it, remotely where possible, before anyone else works on it. Please keep your invoice as proof of purchase. Where we need to send equipment back to the supplier, we'll tell you how long it's likely to take.

Warranty claims don't restart the warranty. Repaired or replaced equipment, and any workmanship we redo, is covered for the rest of the original warranty period or 90 days from the repair, whichever is longer. Your rights under the Australian Consumer Law still apply.

What counts as a fault. A fault is a physical or hardware defect in the product itself, for example a camera or recorder that won't power on, a failed lens, sensor, port, hard drive or component, or a product that stops working. Performance that depends on the site or settings isn't a fault, for example picture quality at night or in glare, detection range or false alerts from trees and weather, Wi-Fi coverage, app or internet speed, or a camera's field of view. We're happy to adjust settings or positions to improve performance, charged at our standard rates. This doesn't apply if a product doesn't do what it was described or advised to do for your situation: your rights under the Australian Consumer Law still apply.

What warranties don't cover (unless the law says otherwise):

Damage from lightning, power surges, storms, flooding, fire, pests or animals
Accidental damage, misuse, vandalism or tampering
Performance that depends on the site, settings or network rather than a physical defect (see above)
Equipment that has been moved, changed or repaired by anyone other than us
Problems caused by your internet, network, modem or router, or by changes to them
Batteries and other parts that wear out with normal use, and normal cosmetic wear
Equipment or cabling that was already there before we started (unless we were asked to repair it)

11Your consumer rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our services also come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

The warranties in section 10 are in addition to these rights. Nothing in these terms limits or excludes any right you have under the Australian Consumer Law or any other law that can't be excluded.

12Looking after your property

We take care to protect your home or business, clean up after ourselves and take away our packaging.
Installing security equipment means drilling and fixing into walls, eaves and ceilings. Small holes, fixing points and minor marks around the installed equipment are a normal part of the work and aren't patched or painted unless your quote says so.
We're not responsible for damage that already existed, or for damage caused by hidden services or defects we couldn't reasonably have known about (for example unmarked pipes or cables inside walls, brittle tiles or rotted timber).
If we damage your property through our own carelessness, we'll fix it or pay for the reasonable cost of fixing it.

13Using your system lawfully

You're responsible for how your cameras, intercoms and alarm are used after installation. In particular:

Point cameras at your own property. Avoid recording into neighbours' homes, yards or windows.
Some cameras and intercoms can record sound. Recording private conversations you're not part of can be against the law in Queensland (Invasion of Privacy Act 1971). Tell us if you'd like audio turned off.
In a workplace, tell staff and visitors about the cameras (for example with signage) and follow any workplace laws that apply to you.
Keep your passwords private and only share access through the app's sharing features.

We can give general advice on camera placement, but we can't give legal advice.

14Monitoring and what a system can do

A security system deters intruders and alerts you, but no system can guarantee it will prevent theft, break-ins, damage or injury.
If you choose back-to-base monitoring, it's provided by an independent monitoring centre under its own terms and fees. We're not responsible for how the monitoring centre, police or security patrols respond.
Alerts, notifications and remote viewing depend on power, your internet connection and the manufacturer's cloud services, which can be interrupted.
Test your alarm regularly and keep backup batteries in good condition; we can service it for you.

15Our liability

We're responsible for loss or damage caused by our negligence or by us breaching these terms, and for your rights under the Australian Consumer Law (section 11).
To the extent the law allows, we're not liable for loss that wasn't reasonably foreseeable, or for loss caused by theft, a break-in or another person's actions that a working system didn't prevent.
Where goods or services are not of a kind ordinarily acquired for personal, domestic or household use, our liability is limited (to the extent the law allows) to supplying, repairing or replacing the goods or services again, or paying the cost of doing so.

16Ownership of equipment

Equipment we supply becomes yours once it has been paid for in full. Until then it remains our property. Responsibility for looking after it passes to you once it's installed or delivered.

17Privacy and remote access

We handle your personal information as described in our Privacy Policy.
With your permission, we keep maintenance access to your system through Hik-ProConnect (or a similar manufacturer tool) so we can check device health, install updates and fix problems remotely. We don't view your cameras unless you ask us to while sorting out an issue. You can remove our access at any time in the app.
Passwords and access details you give us are kept confidential and are only used to work on your system.

18Complaints and disputes

If you're unhappy with anything, please call or email us first. Most problems can be sorted out quickly. If we can't resolve it together, you can contact the Queensland Office of Fair Trading.

19General

These terms are governed by the laws of Queensland.
If any part of these terms can't be enforced, the rest still applies.
We may update these terms from time to time. The version on our website when you accept your quote applies to your job.

Questions? Call 0477 511 091 or email Admin@kcsecuritysolutions.com.au.