Contents

1. Definitions and Interpretation

2. Who These Terms Apply To

3. Enquiries, Surveys and Quotations

4. Orders and Formation of Contract

5. Prices, Payment and Deposits

6. Site Access, Surveys and Installation Works

7. Delivery, Risk and Title

8. Consumer Cancellation Rights (Cooling-Off Period)

9. Business Customer Cancellation and Variation

10. Changes and Variations to the Works

11. Consumer Rights Act 2015 — Statutory Rights

12. Warranties and Guarantees

13. Manufacturer Products and Third-Party Software

14. Intellectual Property

15. Data Protection and Privacy

16. Confidentiality

17. Insurance and Health & Safety

18. Limitation of Liability

19. Indemnity

20. Force Majeure

21. Subcontractors and Assignment

22. Termination

23. Complaints and Alternative Dispute Resolution

24. Governing Law and Jurisdiction

25. General Provisions

These Terms and Conditions ("Terms") govern the supply of audio-visual design, consultancy, equipment supply and installation services (the "Services") by Resi AV T/A J.G. Electrical Ltd of 91 Nettlecombe, Bracknell, England, RG12 0UH, a company registered in England and Wales under company number 03710472 ("Resi AV", "we", "us" or "our"), to any person or organisation that engages us ("Customer", "you" or "your"). Our VAT registration number is 720603967. By accepting a quotation, signing an order form, or instructing us to proceed with any Services, you agree to be bound by these Terms.

1. Definitions and Interpretation

1.1  "Business Customer" means a Customer acting for purposes relating to their trade, business, craft or profession, including developers, architects, interior designers, installers, retailers and other commercial entities.

1.2  "Consumer" means an individual acting wholly or mainly outside their trade, business, craft or profession, as defined by the Consumer Rights Act 2015.

1.3  "Contract" means the agreement between Resi AV and the Customer for the supply of Goods and/or Services, comprising the Quotation, these Terms, and any Order Confirmation.

1.4  "Goods" means any equipment, hardware, cabling, fixtures or other physical items supplied by Resi AV, whether manufactured by us or a third party.

1.5  "Services" means design, consultancy, project management, installation, configuration, calibration, programming, maintenance and support services supplied by Resi AV.

1.6  "Site" means the premises at which the Services are to be performed or Goods delivered/installed.

1.7  "Order Confirmation" means our written acceptance of an order, whether by email, signed contract, or online confirmation.

1.8  "Working Day" means any day other than a Saturday, Sunday or public holiday in England and Wales.

1.9  Headings are for convenience only. References to legislation include any amendment, re-enactment or replacement of it.

2. Who These Terms Apply To

2.1  These Terms apply to both Business Customers and Consumers. Certain clauses apply only to Consumers (in particular the statutory cancellation and consumer rights provisions in Sections 8 and 11), and are marked accordingly. Where a clause conflicts with a Consumer's non-excludable statutory rights, the statutory right prevails.

2.2  These Terms apply to Customers based in, and Sites located in, the United Kingdom and the European Union. Section 24 (Governing Law and Jurisdiction) sets out how the applicable law and forum differ depending on where you are based.

2.3  If you are contracting on behalf of a company or other organisation, you confirm that you have authority to bind that organisation to these Terms.

3. Enquiries, Surveys and Quotations

3.1  Quotations are prepared based on information provided by the Customer and, where applicable, a site survey.

3.2  Quotations are valid for the period stated on the Quotation, or if none is stated, for 30 days from the date of issue, after which they may be revised to reflect changes in product pricing, exchange rates or site conditions.

3.3  A site survey may be required before a firm Quotation can be issued, particularly for bespoke installation projects (e.g. home cinema rooms, structured cabling, multi-room audio). Any budgetary estimate given before a survey is indicative only.

3.4  Quotations for bespoke or made-to-order Goods (including custom joinery, bespoke cabling runs, or products configured to the Customer's specification) will identify those items as bespoke, as this affects cancellation rights under Section 8.

4. Orders and Formation of Contract

4.1  A Contract is formed when Resi AV issues an Order Confirmation, or when we begin performing the Services with the Customer's knowledge, whichever is earlier. No Contract is formed by the mere provision of a Quotation.

4.2  The Customer is responsible for checking that the Order Confirmation accurately reflects the Goods, Services, specification, pricing and timescales agreed, and must notify us promptly of any discrepancy.

4.3  Any samples, drawings, descriptive matter, illustrations or renders produced by Resi AV are for general guidance only and do not form part of the Contract unless expressly incorporated by reference in the Order Confirmation.

5. Prices, Payment and Deposits

5.1  All prices are stated in pounds sterling (or euros, where agreed for EU Sites) and, for Consumers, are inclusive of VAT at the applicable rate. For Business Customers, prices are exclusive of VAT unless stated otherwise, and VAT will be added at the rate applicable at the tax point.

5.2  Unless otherwise agreed in writing, payment is due as follows:

5.2.1  a deposit of 50% of the total Contract price or the total cost of equipment which on acceptance of the Quotation, to secure scheduling and order equipment;

5.2.2  interim payments at the milestones set out in the Order Confirmation (e.g. on completion of first fix cabling, or on delivery of major equipment);

5.2.3  the balance on practical completion of the Services, or on delivery of Goods where no installation is included.

5.3  Late payment by a Business Customer will accrue statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998 at the applicable rate, together with compensation for recovery costs, unless a different rate is agreed in writing.

5.4  Late payment by a Consumer may accrue interest at [4]% per annum above the Bank of England base rate from the due date until paid, calculated daily, provided this is proportionate and reasonable in the circumstances.

5.5  Resi AV reserves the right to suspend Services or delivery if any payment is overdue, without liability for any resulting delay, subject to giving reasonable notice.

5.6  Where a project is quoted on a time-and-materials basis, invoices will be accompanied by a reasonable breakdown of time and materials on request.

6. Site Access, Surveys and Installation Works

6.1  The Customer must provide safe, timely and unrestricted access to the Site for surveys, deliveries and installation works, including reasonable access to power, network connectivity, parking and welfare facilities where required.

6.2  The Customer is responsible for ensuring the Site is structurally suitable for the intended installation (including wall and ceiling fixings for mounted equipment) and for obtaining any necessary consents, including landlord consent, listed building consent, or planning permission, before work begins. Resi AV is not liable for delay or additional cost arising from the Customer's failure to obtain such consents.

6.3  Where other trades (e.g. builders, electricians, decorators) are working on Site concurrently, the Customer is responsible for coordinating access and sequencing unless Resi AV has expressly agreed to act as principal contractor.

6.4  Estimated installation dates are given in good faith but are not guaranteed unless expressly stated as a fixed date in the Order Confirmation. Resi AV is not liable for delays caused by factors outside its reasonable control, including third-party trades, structural issues discovered on Site, or Customer-requested changes.

6.5  The Customer must remove or protect valuable, fragile or sentimental items from the work area. Resi AV will take reasonable care of the Site and will make good any damage it causes to decoration directly resulting from the installation, but is not responsible for pre-existing defects or wear and tear.

7. Delivery, Risk and Title

7.1  Delivery dates are estimates only. Time is not of the essence unless expressly agreed in writing.

7.2  Risk in Goods passes to the Customer on delivery (for supply-only orders) or on installation (where Resi AV installs the Goods), except that for Consumers, risk in goods sent by carrier remains with Resi AV until the Consumer or a person nominated by the Consumer takes physical possession of them, in accordance with the Consumer Rights Act 2015.

7.3  Title to Goods does not pass to the Customer until Resi AV has received payment in full for those Goods and any other sums then due. Until title passes, the Customer must keep the Goods separately identifiable as Resi AV's property, and Resi AV may enter the Site to recover unpaid Goods on reasonable notice.

7.4  Where the Customer supplies their own equipment for Resi AV to install or integrate, Resi AV accepts no liability for the performance, safety or compatibility of that equipment, and will advise the Customer in advance if it considers the equipment unsuitable.

8. Consumer Cancellation Rights (Cooling-Off Period) — Consumers Only

8.1  If you are a Consumer and the Contract was concluded off-premises (for example, during a home visit or survey) or at a distance (for example, by phone, email or through our website), you have a statutory right to cancel the Contract within 14 days, without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

8.1.1  The cancellation period expires 14 days after the day the Contract is entered into (for Services) or 14 days after you (or a person you nominate) take physical possession of the last Goods (for supply-only orders).

8.1.2  To cancel, you must inform us of your decision by a clear statement (e.g. by letter, email, or using the cancellation form we provide with your Order Confirmation) before the cancellation period expires.

8.1.3  If you cancel, we will reimburse all payments received from you, including standard delivery costs, within 14 days of being informed of your decision, using the same payment method you used, unless you agree otherwise.

8.2  This statutory cancellation right does not apply to:

8.2.1  Goods made to your specification or clearly personalised (for example, bespoke cabinetry, custom-cut cabling looms, or equipment configured specifically for your Site);

8.2.2  Contracts concluded entirely on Resi AV's business premises (e.g. a showroom visit with no follow-up home survey forming part of the sale process);

8.2.3  Services which have been fully performed, if performance began with your prior express consent and acknowledgement that you would lose the right to cancel once the Service was complete.

8.3  If you expressly request that installation work begin during the 14-day cancellation period and then cancel, you will be charged a reasonable amount for the Services provided up to the point you told us you wished to cancel, calculated in proportion to what has been performed compared with the full Contract, plus the cost of any bespoke materials already ordered on your behalf.

8.4  We will provide the statutory Cancellation Form and full pre-contract information (our identity, total price, delivery arrangements and cancellation rights) before any off-premises or distance Contract is concluded, as required by the 2013 Regulations.

9. Business Customer Cancellation and Variation

9.1  The statutory cancellation right in Section 8 does not apply to Business Customers. Once a Contract is formed, a Business Customer may only cancel with Resi AV's written agreement.

9.2  If Resi AV agrees to cancellation, the Business Customer will be liable for all costs reasonably incurred up to the date of cancellation, including non-cancellable orders for bespoke or special-order equipment, and a reasonable allowance for lost profit on the cancelled Contract.

9.3  Deposits paid by Business Customers are non-refundable to the extent they have been applied to costs already committed (e.g. equipment ordered, subcontractors booked).

10. Changes and Variations to the Works

10.1  Either party may request a variation to the agreed scope. No variation is binding until confirmed in writing (including by email), setting out any change to price and timescale.

10.2  Where a Customer-requested variation affects equipment already ordered or work already completed, the Customer will be responsible for any associated restocking fees, wasted labour, or additional materials cost.

10.3  If unforeseen conditions are discovered on Site (for example, inadequate existing wiring, structural obstructions, or asbestos-containing materials) that require additional work, Resi AV will notify the Customer and agree a variation before proceeding, save where immediate action is required for safety.

11. Consumer Rights Act 2015 — Statutory Rights — Consumers Only

11.1  Nothing in these Terms affects your statutory rights as a Consumer under the Consumer Rights Act 2015. Goods supplied must be as described, of satisfactory quality, fit for any particular purpose made known to us, and installation Services must be carried out with reasonable care and skill, at a reasonable price (if not agreed) and within a reasonable time (if not agreed).

11.2  If Goods are faulty, you may generally be entitled to:

11.2.1  a repair or replacement, and if that is not possible or does not resolve the issue within a reasonable time and without significant inconvenience, a price reduction or a full refund;

11.2.2  reject faulty Goods and obtain a full refund within the first 30 days from delivery in most cases.

11.3  If Services do not match what was agreed or are not performed with reasonable care and skill, you are entitled to require Resi AV to repeat the Service at no extra cost, or to a price reduction if repeat performance is not possible or not done within a reasonable time.

11.4  These statutory rights are in addition to, and are not limited by, any manufacturer warranty or the guarantee terms in Section 12.

12. Warranties and Guarantees

12.1  Subject to Sections 12.2 and 12.3, Resi AV warrants that installation workmanship will be free from defects for a period of [12] months from the date of practical completion (the "Workmanship Warranty").

12.2  The Workmanship Warranty does not cover: (a) faults in equipment itself, which are covered by the relevant manufacturer's warranty; (b) damage caused by misuse, unauthorised modification, or third-party interference with the installation; (c) faults caused by the Customer's own network, electrical supply, or third-party equipment not supplied by Resi AV; or (d) reasonable wear and tear.

12.3  Where equipment is covered by a manufacturer's warranty, Resi AV will reasonably assist the Customer in making a claim under that warranty but is not itself the guarantor of the manufacturer's obligations, except to the extent Resi AV separately agrees to act as the Customer's authorised repair agent.

12.4  This Section does not limit or exclude any statutory rights available to Consumers under Section 11.

13. Manufacturer Products and Third-Party Software

13.1  Certain Goods incorporate third-party software, firmware, cloud services or subscriptions (for example, control system platforms, streaming services, or licensing for AV control software) which are subject to the relevant manufacturer's or provider's own end-user licence terms. The Customer is responsible for reviewing and accepting those terms directly.

13.2  Where ongoing subscriptions are required for full system functionality (for example, control system cloud licences), Resi AV will identify these at the point of quotation, but is not responsible for price changes, discontinuation, or service interruption caused by the third-party provider.

13.3  Resi AV does not guarantee that any product will remain supported, updated or compatible with future software or operating system releases beyond the manufacturer's own published support lifecycle.

14. Intellectual Property

14.1  All designs, drawings, system schematics, programming code, control system configurations and other materials created by Resi AV in connection with the Services remain the intellectual property of Resi AV, whether or not the Customer has paid for the associated design time.

14.2  On payment in full, Resi AV grants the Customer a non-exclusive, perpetual licence to use any such materials and system programming for the purpose of operating, maintaining and repairing the installed system at the Site, but not to reproduce or exploit them commercially or at another site without Resi AV's written consent.

14.3  The Customer grants Resi AV a licence to use photographs and general (non-confidential) descriptions of completed installations for marketing purposes, unless the Customer opts out in writing before or within a reasonable time after completion.

15. Data Protection and Privacy

15.1  Each party will comply with applicable data protection law, including the UK GDPR and Data Protection Act 2018 and, where the Customer or Site is located in the EU, the EU General Data Protection Regulation (Regulation (EU) 2016/679), in each case as amended, re-enacted or replaced from time to time (including by the Data (Use and Access) Act 2025 and any related UK reforms).

15.2  Resi AV acts as a data controller for personal data collected to quote, contract, deliver and invoice the Services (such as Customer contact details and Site information), and will process it in accordance with our Privacy Notice, available at

[www.resiav.co.uk/privacy], which forms part of these Terms by reference.

15.3  Where Resi AV installs internet-connected or smart-home equipment capable of collecting data about the Customer's household (e.g. usage analytics, cameras, voice control), Resi AV will explain the relevant privacy settings at handover, but responsibility for ongoing privacy configuration rests with the Customer as the operator of the system.

15.4  Where personal data is transferred outside the UK or EEA (for example, to a manufacturer's cloud platform hosted overseas), Resi AV will only do so, or permit a manufacturer to do so, where an adequate safeguard applies, such as an adequacy decision or Standard Contractual Clauses / the UK International Data Transfer Addendum.

15.5  For Business Customers, if Resi AV processes personal data on the Customer's behalf as a data processor (for example, monitoring data from a commercial AV system), the parties will enter into a separate data processing agreement incorporating the standard clauses required by Article 28 UK/EU GDPR.

16. Confidentiality

16.1  Each party will keep confidential any non-public information disclosed by the other in connection with the Contract (including pricing, system designs, security codes and access arrangements), and will use it only for the purposes of performing the Contract.

16.2  This obligation does not apply to information that is or becomes public other than through breach of this clause, or that a party is required to disclose by law or regulation.

17. Insurance and Health & Safety

17.1  Resi AV holds public liability insurance of not less than £2,500,000.00 and copies are available upon request.

17.2  Resi AV will carry out Services in compliance with applicable health and safety legislation, including (where relevant) the Construction (Design and Management) Regulations 2015. The Customer will provide any relevant health and safety information about the Site (e.g. known asbestos, structural hazards) before work begins.

17.3  Working at height, electrical works, and structural fixings will only be carried out by appropriately qualified personnel, whether employed directly by Resi AV or engaged as subcontractors under Section 21.

18. Limitation of Liability

18.1  Nothing in these Terms excludes or limits Resi AV's liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law (including, for Consumers, liability for breach of the statutory rights described in Section 11).

18.2  Subject to Section 18.1, and to the extent permitted by law:

18.2.1  as against Business Customers, Resi AV's total liability arising out of or in connection with the Contract, whether in contract, tort (including negligence) or otherwise, will not exceed the total price paid or payable under the relevant Contract;

18.2.2  as against Business Customers, Resi AV will not be liable for any indirect or consequential loss, or for loss of profit, revenue, business, anticipated savings, or data;

18.2.3  as against Consumers, Resi AV is liable only for foreseeable loss and damage caused by its failure to comply with these Terms or by its negligence, and will not be liable for losses that are not a foreseeable result of such a failure.

18.3  Where a Business Customer supplies its own equipment, network infrastructure, or specifications for Resi AV to work to, Resi AV is not liable for defects or failures caused by that equipment, infrastructure or specification.

18.4  For Consumers, the limitations in this Section apply only to the extent fair and reasonable, and do not affect your right to bring a claim under the Consumer Rights Act 2015 or other non-excludable consumer protection law.

19. Indemnity

19.1  A Business Customer will indemnify Resi AV against any claim, loss, liability or cost arising from the Customer's breach of these Terms, provision of inaccurate Site information, or unauthorised modification of the installed system by the Customer or a third party.

19.2  This Section does not apply to Consumers to the extent it would be an unfair term under the Consumer Rights Act 2015.

20. Force Majeure

20.1  Neither party is liable for any failure or delay in performance caused by circumstances beyond its reasonable control, including but not limited to: acts of God, fire, flood, extreme weather, war, civil unrest, epidemic, government action, supply chain shortages, import/export restrictions, transport disruption, or failure of third-party utilities or telecommunications networks.

20.2  If a force majeure event continues for more than [60] days, either party may terminate the affected Contract on written notice, in which case the Customer will pay for Goods and Services already supplied and non-cancellable committed costs.

21. Subcontractors and Assignment

21.1  Resi AV may engage suitably qualified subcontractors to perform any part of the Services (for example, electrical, structural or decorating work), and remains responsible for their performance as if carried out by Resi AV directly.

21.2  The Customer may not assign, transfer or subcontract its rights or obligations under the Contract without Resi AV's prior written consent, save that a Consumer may transfer the benefit of any Workmanship Warranty to a subsequent owner of the property, subject to Resi AV's reasonable administrative requirements.

21.3  Resi AV may assign or transfer the Contract, or any of its rights and obligations, to another entity carrying on the same business (for example, in the event of a sale, merger or reorganisation), provided this does not materially reduce the Customer's rights under the Contract.

22. Termination

22.1  Either party may terminate the Contract with immediate effect by written notice if the other party:

22.1.1  commits a material breach of the Contract which is not remedied within 14 days of written notice to do so;

22.1.2  becomes insolvent, enters administration or liquidation, or has an equivalent process commenced against it.

22.2  On termination, the Customer will pay for all Goods and Services supplied up to the date of termination, together with any non-cancellable costs reasonably incurred by Resi AV, without prejudice to either party's accrued rights and remedies (including a Consumer's statutory cancellation rights under Section 8, where applicable).

23. Complaints and Alternative Dispute Resolution

23.1  If you have a complaint, please contact us in the first instance at

complaints@resiav.co.uk so that we can try to resolve the matter directly.

23.2  If you are a Consumer and we are unable to resolve a complaint directly, you may refer the dispute to an alternative dispute resolution (ADR) provider approved for the relevant sector. We are obliged to use this ADR scheme, but will confirm our position on request, as required by the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

23.3  If you are an EU-based Consumer, you may also be able to use the European Commission's Online Dispute Resolution platform where available for cross-border disputes, or the equivalent consumer complaints body in your country of residence.

24. Governing Law and Jurisdiction

24.1  These Terms, and any dispute or claim arising out of or in connection with them (including non-contractual disputes), are governed by the laws of England and Wales.

24.2  Jurisdiction:

24.2.1  if you are a Business Customer, the courts of England and Wales have exclusive jurisdiction over any dispute;

24.2.2  if you are a Consumer resident in the UK, disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales, and you may also bring proceedings in the courts of the part of the UK in which you live;

24.2.3  if you are a Consumer resident in an EU member state, you will benefit from any mandatory protections of the consumer-protection law of your country of habitual residence, which these Terms do not affect, and you may bring proceedings either in England and Wales or in the courts of your own country of residence, to the extent permitted by applicable law.

25. General Provisions

25.1  Entire agreement: The Contract (Quotation, these Terms and the Order Confirmation) constitutes the entire agreement between the parties and supersedes all prior discussions, save for any fraudulent misrepresentation.

25.2  Severability: If any provision of these Terms is found unenforceable, the remaining provisions continue in full force and effect.

25.3  Waiver: A failure to enforce any provision is not a waiver of the right to do so later.

25.4  Notices: Notices under the Contract must be given in writing by email or post to the addresses in the Order Confirmation, and are deemed received the next Working Day (email) or two Working Days after posting (UK post) or five Working Days (international post).

25.5  Third-party rights: No one other than a party to the Contract has any right to enforce any of its terms, save that a subsequent property owner may enforce a transferred Workmanship Warranty as described in Section 21.2.

25.6  Changes to these Terms: Resi AV may update these Terms from time to time; the version in force at the date the Contract is formed will apply to that Contract.