Order & cover terms.
The terms for your installation, your cover, and your right to cancel. The figures for your order are on your order form.
1. About these terms
These are the terms for your alarm installation and cover with Hugo Alarm Systems, a trading name of ReclaimHQ Ltd, registered in England and Wales (company number 17042386), 4 Leckwith Drive, Bridgend, CF31 4JH. You can reach us at hello@hugoalarms.com or 01656 511 281.
This is a web copy of the order pack you receive when you place an order. The figures for your specific order (your price, any deposit, your term and your monthly payment) are on your own order form. For the rules governing use of this website, see our Terms of use.
2. Your order
Your order form sets out the package, equipment and cover you have chosen, your total price and how you pay. Any deposit is shown there (we don't usually ask for one). The balance is due on completion, or by the terms of your finance agreement. Everything in your chosen plan is included for the full plan term; the only amounts ever payable beyond your plan price are the proportionate or cost-recovery amounts in section 6, if you cancel.
Your plan runs for the term shown on your order form, and your system is covered for that whole term. Your plan does not renew automatically. We'll offer you a renewal near the end, and it's your choice whether to continue. If you bought your system upfront rather than on a plan, it comes with our 2-year warranty (parts and labour for faults under normal use) from the date of installation.
3. Your cover
Your plan includes everything to keep your system running for the full term. No separate maintenance contract, no surprise bills:
- your Ajax system and all the equipment in your package;
- professional installation and configuration;
- parts and labour for faults under normal use;
- annual servicing (remote health checks, and a visit where one is needed);
- 24/7 support and callouts for genuine faults or alarm events;
- free relocation if you move home (below).
How your alarm is monitored
Your system is self-monitored: it sends real-time alerts straight to your phone through the Ajax app, around the clock. This is app-based self-monitoring. It is not a manned (ARC) monitoring centre and it does not include police response. There are no monthly monitoring fees.
How callouts and servicing work
- Servicing: once a year we check your system is healthy. Most checks are remote; if a hands-on visit is needed, we come to you.
- Callouts: if you have a genuine fault or an alarm you can't resolve in the app, contact us any time. We aim to reply the same or next working day and, where a visit is needed, to attend within three working days. We work remote-first, with a visit when that's what it takes.
- Parts: if Hugo-installed equipment fails under normal use while your plan is active, we repair or replace it at no extra cost.
What's not included
Generous, but not unlimited. Cover doesn't include:
- damage from accident, misuse or deliberate action;
- faults caused by building works, decorating, or third parties;
- problems with your broadband, mobile network or mains power;
- lost or stolen accessories (fobs, keypads, tags);
- changes or upgrades beyond your original system (we'll quote for these);
- anything outside normal domestic use.
24/7 support is for customers with an active Hugo plan.
Free relocation
Move home while your plan is active and we'll move your system with you: removed safely, reinstalled at your new address free of charge, and the new home re-surveyed. Fair-use terms: while your plan is active; within our service area (further afield, a fair travel contribution may apply); your existing system only (new additions are surveyed and quoted); once per plan term.
Your legal rights
We carry out all work with reasonable care and skill, and your equipment will match what we've described and be fit for purpose, as required by the Consumer Rights Act 2015. This cover is in addition to those rights.
4. Your right to cancel
Because we agree your order in your home, you have the right to cancel within 14 days without giving any reason. The 14 days run from the day after your alarm equipment is delivered or installed (or, for a services-only order, from the day after you sign).
To cancel, tell us clearly before the 14 days are up, by email, phone or letter, or using the cancellation form included in your order pack. It's enough that you send your cancellation before the 14 days end; keep a copy as proof of when you sent it.
If you cancel in time we refund every payment we've received, including any deposit, within 14 days. Because your equipment is installed, we always collect it ourselves. You never need to post anything, and we won't hold up your refund waiting for a return. We may reduce your refund only to reflect a service you asked us to start early (a proportionate amount, calculated against the full price of your plan) or any loss in value to equipment from handling beyond what was necessary.
5. Starting work within the 14 days
If you'd like us to begin before your 14-day period ends (to survey, order parts, or install sooner), the law asks you to tell us so in writing first. We will not begin any work, order bespoke parts, or install within the 14 days unless you give us that request in writing (a signed form, an email or a letter); a phone call alone isn't enough, and we'll give you a copy.
If you ask us to start early and then cancel, you pay a proportionate amount for the service and work supplied up to the moment you cancel, calculated against the full price of your plan, never more. Your alarm equipment keeps its full 14-day cancellation right even after it's installed; if you cancel, we remove and collect it and you pay only the proportionate service or labour charge for work done at your request.
6. Cancellations and charges
Your 14-day right always applies. If you cancel and we have not started work at your written request, you get a full refund, including your deposit. You pay nothing. If you asked us to start early and then cancel, you pay only the proportionate amount above, never the full package price.
After the 14 days have ended, your order is a firm commitment, and the charges below apply if you cancel. These only ever cover real costs we have already incurred on your job: our genuine estimate of those costs, not a fee for cancelling. If a stage hasn't happened, you're not charged for it, and if our actual cost is lower, you pay the lower actual cost:
- Survey completed, nothing ordered: no charge; your survey is free.
- Parts ordered or configured for your home: parts at cost, less any restocking we recover.
- Installation started: the above, plus labour for the work actually done, at £37.50/hr for the hours worked.
- Installation completed (after the 14 days): the full package price is due.
Returnable parts are refunded less only the restocking charge our supplier applies to us; parts mounted, cut or paired to your hub that can't be returned are charged at cost. We always show you an itemised breakdown. You never pay more than the full package price, and never for a stage that didn't happen. Any refund is paid to the same method you used, within 14 days.
7. If you’re paying by finance
If you fund your system through our finance partner, two separate rights apply. Cancelling this order also ends the linked credit agreement, so you won't be left paying finance for a system you've cancelled. Separately, you have your own 14-day right to withdraw from the credit agreement itself (section 66A, Consumer Credit Act 1974); we'll tell you how, and we notify the lender. Tell us if you want to cancel the finance, the order, or both.
Expect a phone call after your installation. Once your system is installed and you've signed the completion note, Ideal4Finance will call you to check you're happy, from a number beginning 01772. It's a genuine call, not spam, and it's an important one: the quicker you take it, the quicker everything completes. If you miss it, they'll try again, or you can call them back on 0203 841 2818.
8. Complaints & your rights
If something's wrong, contact us at hello@hugoalarms.com or 01656 511 281. Our complaints procedure sets out how we handle it and your right to the Financial Ombudsman for finance matters. Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Last reviewed · July 2026