REFUND POLICY — TMS Security
Effective Date: 1 January 2025
General Policy Overview
This Refund Policy applies to all products and services provided by TMS Security. Our policy is designed to be fair, transparent, and in line with the Consumer Rights Act 2015. By purchasing from us, you agree to the terms outlined below. 2. Physical Goods — Alarm Kits & Equipment
Unused / Unopened Items
• You may return unused, unopened items in their original packaging within 14 calendar days of delivery.
• Items must be in resellable condition with all original packaging and accessories.
• Once received and inspected, we will process your refund within 14 working days.
Installed or Programmed Equipment
• ❌ Once an alarm kit has been installed, programmed, or set up for you — it cannot be returned or refunded.
• Custom programming, configuration, and testing are completed specifically for you at your request. This work is non-reversible and therefore non-refundable once delivered.
• This includes but is not limited to: Ajax hubs, sensors, detectors, sirens, and all pre-configured systems.
Faulty or Damaged Goods
• If an item arrives damaged or with a manufacturing fault, please notify us within 48 hours of delivery.
• We will require photos or a description of the issue.
• Faulty items will be replaced or repaired in accordance with the manufacturer's warranty — no cash refund will be issued unless replacement is not possible. 3. Services — Alarm Receiving Centre & Monitoring
Cancellation Period
• You may cancel our Alarm Receiving Centre or monitoring service by providing 30 days' written notice from the date of your most recent invoice.
• After that 30-day window has passed: No cancellation or refund request can be accepted for that current billing period. The 30-day notice period runs from the invoice issue date, not the date you receive it.
Early Cancellation & Contract Terms
• Services are billed in advance or arrears as agreed in your contract.
• If you cancel before the end of your agreed contract term or without providing the required 30 days' notice, no refund will be issued for any payments already made.
• Where an agreement is breached by either party — including early termination without proper notice — no refunds are due for services already rendered.
Service Delivery
• Refunds for service fees will only be considered if we have failed to provide the service as agreed and the issue has been reported to us and not resolved within a reasonable timeframe.
• We do not offer partial or pro-rata refunds for partial months of service. 4. How to Request a Refund
All refund requests must be submitted in writing to: 📧 sales@tmssecurity.co.uk Please include:
• ✅ Your invoice or order number
• ✅ The date of purchase or invoice
• ✅ Your full name and contact details
• ✅ A clear reason for your request
• ✅ For physical goods: photos of the item and packaging
We will acknowledge your request within 5 working days and provide a decision or next steps. 5. What Is NOT Refundable Item / Service Refundable? Unopened, unused equipment (within 14 days) ✅ Yes Faulty item reported within 48 hours ✅ Repair / Replacement Installed or programmed alarm kits ❌ No Service period already provided ❌ No Cancellation with less than 30 days' notice ❌ No Request made more than 30 days after invoice ❌ No Custom programming and setup fees ❌ No Third-party provider costs or charges ❌ No — contact provider directly
Your Statutory Rights
Nothing in this policy is intended to limit your statutory rights under UK law. If goods are faulty, not as described, or not fit for purpose, you may have rights beyond what is stated here. If you believe this applies, please contact us so we can assist you properly. Policy Version: January 2025 Last Updated: 29 October 2026 TMS Security — All Rights Reservedy.