Terms of service

These terms govern every order placed with CLI SECURE LTD, whether through shop.clisecure.com, by telephone, by email or against a written quotation, and they govern your use of this website. Please read them before you buy. If any part is unclear, ring us on 0333 242 1314 and we will talk it through with you before you commit.

1. Who you are dealing with

CLI SECURE LTD is registered in England and Wales under company number 10813832, with its registered office at 60 Copthorne Avenue, Ilford, Greater London, IG6 2SQ. Our VAT registration number is GB344829477. We supply VoIP telephony, networking, CCTV and physical security equipment, together with the licences, subscriptions and support contracts that go with them. Throughout these terms, "we", "us" and "our" mean CLI SECURE LTD, and "you" means the person or organisation placing the order. We trade only under our registered name; we do not use a separate trading name.

2. Trade customers and consumers

The bulk of what we sell goes to other businesses, but we also sell to private individuals. UK law treats those two groups very differently, so these terms flag the difference wherever it matters.

• You are a business customer if you are buying wholly or mainly for the purposes of a trade, business, craft or profession. That includes sole traders, partnerships, limited companies, charities, schools, housing associations and public bodies, and it includes resellers and installers buying for onward supply.
• You are a consumer if you are an individual buying wholly or mainly for your own private use, outside any business.

Where you give us a company name, a VAT number, a purchase order reference or a trade account number, we will treat the order as a business-to-business contract and the business provisions below will apply. If you believe an order has been categorised wrongly, tell us before dispatch and we will correct it.

Nothing in these terms takes away or reduces any right you have as a consumer under English law. Where any term here conflicts with your statutory rights as a consumer, your statutory rights win and that term does not apply to you.

3. Product information and specifications

We describe products as accurately as we can, drawing on manufacturer datasheets, images and specifications. Those descriptions are for guidance. Photographs are illustrative and colours, connector layouts, mounting kits and bundled accessories can differ from the image shown.

Manufacturers change hardware revisions, firmware, packaging and bundled contents without always telling the channel in advance. We may therefore supply a product of a later revision or a slightly altered specification, provided it does not materially reduce the performance or the function you ordered. If a change is material, we will tell you before dispatch and you may cancel that line without charge.

If a particular feature, throughput figure, protocol, interoperability requirement or firmware version is essential to your project, please confirm it with us in writing before ordering. We are happy to check it. We cannot accept responsibility for an assumption we were never asked about.

4. Prices and VAT

Unless a page, quotation or invoice expressly says otherwise, prices shown to trade customers are exclusive of VAT. VAT at the prevailing UK rate is added at checkout and shown separately on your invoice. Where we display prices to consumers as VAT-inclusive, that will be stated clearly on the page.

Prices exclude delivery unless stated. Delivery charges are shown before you confirm your order and are set out in our shipping and delivery policy.

We review pricing regularly and prices can change without notice, but a change will never affect an order we have already accepted. Currency movements, manufacturer price increases and component shortages move quickly in this sector; where a price on the website is obviously wrong — for example a decimal point in the wrong place, or a firewall listed at a fraction of trade cost — we are not obliged to supply at that price. In that situation we will contact you before doing anything, and you can either confirm at the corrected price or cancel the order for a full refund.

5. Quotations

Written quotations are valid for 30 days from the date of issue unless the quotation itself states a shorter or longer period. After that they lapse and must be re-quoted, because manufacturer pricing, promotional funding and exchange rates will have moved.

A quotation is an invitation to order, not an offer capable of immediate acceptance, and it is given on the basis of the requirement you described to us. If the quantity, specification, delivery location or term changes, the price changes with it. Quotations are confidential to you and are subject to stock being available when you place the order.

6. How a contract is formed

When you place an order you are making an offer to buy. Your order is not accepted at that point, even though you may receive an automated acknowledgement email and even though payment may already have been taken. An order acknowledgement is a receipt confirming what you asked for; it is not our acceptance.

A binding contract comes into existence only when we dispatch the goods (or, for licences, software and subscriptions, when we issue the key, certificate or activation), and then only for the items actually dispatched or issued. If your order covers several items, each dispatch forms a separate contract for the items in it.

We may decline an order, or any part of it, at our discretion. Reasons include stock being unavailable, a pricing or description error, a failed credit or fraud check, a manufacturer restriction on the territory or the end user, our inability to verify your details, or an export control concern. If we decline an order for which you have already paid, we will refund you in full, promptly and without charge.

7. Payment

Unless we have agreed a credit account with you in writing, payment is due in full, in cleared funds, before goods are dispatched. We accept the payment methods shown at checkout. Card payments are handled by our payment providers; we do not store your full card details.

Where we have granted a credit account:

• Invoices are payable within 30 days of the invoice date, unless different terms are stated on the invoice or in a signed agreement.
• Payment must be made in full without any deduction, set-off or counterclaim.
• Time of payment is of the essence.
• Credit limits are set at our discretion and may be reduced, suspended or withdrawn at any time, including part-way through an order.

If a business customer pays late, we may charge interest and fixed compensation on the overdue amount under the Late Payment of Commercial Debts (Interest) Act 1998, currently 8% above the Bank of England base rate, running from the due date until payment is received. We may also suspend further deliveries, place the account on hold, and recover our reasonable costs of collection. These late payment provisions do not apply to consumers.

8. Delivery, title and risk

Delivery options, timescales, cut-off times and surcharges are set out in our shipping and delivery policy, which forms part of these terms.

Risk in the goods passes to you when they are delivered to the address you gave us, or when they are first made available for unloading there. From that moment the goods are at your risk and it is sensible to insure them.

Title — legal and beneficial ownership — does not pass to you until we have received payment in full and in cleared funds for those goods and for every other sum you owe us on any account. Until title passes, and where you are a business customer, you must store the goods separately and in a way that makes clear they belong to us, keep them insured, not alter or obscure any identifying marks, and not pledge them or grant any security over them. You may resell or use them in the ordinary course of your business, but if payment becomes overdue or you become insolvent, your right to do so ends immediately and we may enter any premises where the goods are stored to recover them.

Any delivery date we give is an estimate, not a guarantee. Where you are a business customer, time of delivery is not of the essence and we are not liable for any loss caused by late delivery, including installation charges, engineer time or contractual penalties you incur elsewhere. Consumers retain their statutory rights in relation to delivery, including delivery within 30 days where no date has been agreed.

9. Availability, back orders and part shipments

Stock in this sector moves quickly and the website may show an item as available shortly after the last unit has gone. If we cannot fulfil a line, we will contact you with the expected lead time and you may wait, take an alternative we suggest, or cancel that line for a full refund.

Where an order contains several lines and some are in stock, we may ship the available items first and send the balance when it arrives, at no extra delivery cost to you. Back orders are held for the item, not the price, unless we confirm a held price in writing.

10. Software, licences and subscription products

Licence keys, activation codes, support subscriptions, cloud services, digital certificates and renewal entitlements are supplied on different terms from hardware, because once they are issued they cannot be recovered or resold.

• Once a key, code or entitlement has been issued to you, registered to a serial number, or activated, it is non-returnable, non-refundable and non-cancellable. Please check the part number, term, quantity and target serial number carefully before ordering.
• Renewals must match the serial number and expiry date of the existing appliance. It is your responsibility to give us the correct serial; a licence applied to the wrong device cannot be moved.
• Your use of the software or service is governed by the manufacturer's own end user licence agreement and acceptable use terms, entered into directly between you and them. We sell you the entitlement; we are not a party to that licence and cannot vary it.
• We do not warrant that any software will be error-free or uninterrupted, and we are not responsible for the manufacturer withdrawing, changing or end-of-life-ing a product or service.

Where you are a consumer buying digital content at a distance, your statutory cancellation right ends once supply has begun with your express consent and your acknowledgement that you thereby lose that right. We will ask for both before we release a key.

11. Warranties and returns

Our full position on returns, faults, dead-on-arrival units, restocking charges and manufacturer RMA routing is set out in our returns and refunds policy, which forms part of these terms. Please start any return through our returns request form.

In summary: goods are covered by the manufacturer's warranty for the period that manufacturer specifies, and we will help you make use of it. Consumers additionally have the statutory rights described in the next section. Business returns of unwanted goods are at our discretion and may carry a restocking charge.

12. Your statutory rights as a consumer

If you are a consumer, the Consumer Rights Act 2015 gives you rights that we cannot exclude. Goods we supply must be of satisfactory quality, fit for any purpose you made known to us, and as described. If they are not, you have a short-term right to reject them within 30 days of delivery for a full refund; after that you can require repair or replacement, and if that fails you may claim a price reduction or reject the goods.

Separately, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel most distance purchases within 14 days of receiving them, without giving any reason. Details of how that works, and the limited categories it does not cover, are in our returns and refunds policy.

These consumer rights do not apply to business customers. Business purchases are governed by these terms and by the Sale of Goods Act 1979 as it applies between businesses; there is no automatic right for a business to cancel a distance purchase or to change its mind.

13. Limitation of our liability

Read this section carefully. It limits what we are responsible for.

Nothing in these terms limits or excludes our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• breach of the statutory terms as to title under section 12 of the Sale of Goods Act 1979;
• defective products under the Consumer Protection Act 1987; or
• anything else that cannot lawfully be limited or excluded.

If you are a business customer, and subject always to the paragraph above:

• We will not be liable for any loss of profit, loss of revenue, loss of business, loss of contracts, loss of anticipated savings, loss of goodwill, loss or corruption of data, wasted management or staff time, cost of substitute goods or services, or any indirect or consequential loss, however arising and whether or not we were told such loss was possible.
• We will not be liable for the cost of removing, reinstalling, reconfiguring or recommissioning goods, for engineer or contractor attendance, or for any penalty or liquidated damages you owe a third party.
• Our total liability to you in connection with any order, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the price you paid us for the goods giving rise to the claim.
• All warranties, conditions and terms implied by statute or common law are excluded to the fullest extent the law allows.

We consider these limits reasonable given the price of the goods, the fact that you are free to buy elsewhere, and the fact that the losses excluded are ones you are far better placed than us to insure against or design around.

If you are a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not responsible for unforeseeable loss, or for loss connected with any business use you make of the goods. Your statutory rights are unaffected.

14. Suitability, installation and end use

You are responsible for satisfying yourself that the goods you order are suitable for your intended use, are compatible with your existing equipment, and can lawfully be used in the way you intend. That is particularly important with CCTV and surveillance equipment, where the operator carries duties under data protection and surveillance camera law, and with telephony equipment used for emergency calls.

Unless we have separately agreed to carry out installation or configuration, we supply hardware only. We are not liable for installation carried out by you or by a third party, nor for any loss arising from an unsuitable network design, an incorrect configuration or a failure to keep firmware up to date.

You must not export, re-export or supply any goods in breach of UK export controls or sanctions, and you confirm that you are not buying on behalf of any person or country subject to such restrictions.

15. Cancellation and amendment by you

If you are a consumer, see section 12 and our returns policy. If you are a business customer, you may ask to cancel or amend an order before dispatch and we will always try to help, but once an order has been picked, dispatched, specially ordered or configured we are not obliged to accept a cancellation. Where we do agree, we may charge our reasonable costs already incurred, and any restocking charge set out in our returns policy.

16. Events outside our control

We are not liable for any failure or delay in performing our obligations caused by something outside our reasonable control. That includes strikes and industrial action, civil unrest, war, terrorism, fire, flood, storm, epidemic or pandemic, failure of public or private telecommunications or power networks, cyber attack, import or export restrictions, customs or border delays, carrier failure, and shortage or discontinuation of components or products by a manufacturer.

If such an event occurs we will let you know as soon as we reasonably can and will do what we sensibly can to limit its effect. If it continues for more than 30 days, either of us may cancel the affected part of the order and we will refund anything you have paid for goods not supplied.

17. Using this website

The content of this site — text, images, product data, layout, logos and code — belongs to us or to our licensors and is protected by intellectual property law. You may view it, and print or download extracts for your own internal business use or personal use. You may not copy, republish, scrape, resell or systematically extract any part of it without our written permission.

Manufacturer names, product names and logos shown on this site are the trade marks of their respective owners and are used to identify the goods we supply. Their appearance does not imply any endorsement of us by them beyond any partner status we hold.

You must not misuse the site: no attempts to gain unauthorised access, no introduction of malicious code, no automated harvesting, and nothing that disrupts the service for others. If you hold an account, you are responsible for keeping your login details confidential and for everything done under your account.

Where we link to other websites we do so for convenience. We do not control them and are not responsible for their content or their practices.

18. Our online shop is hosted by Shopify

This store runs on the Shopify platform, which provides the ecommerce infrastructure that lets us sell to you online. Your contract of sale is with CLI SECURE LTD, not with Shopify, and Shopify is not responsible for the goods, the advice or the service you receive from us.

19. Your data

How we collect and handle personal information, and the rights you have over it, are explained in our privacy policy.

20. Complaints

If something has gone wrong, please tell us. Email sales@clisecure.com or ring 0333 242 1314 with your order number and what has happened. We will acknowledge your complaint within two working days and aim to resolve it within ten working days, telling you if we need longer.

21. General

• Whole agreement (business customers). These terms, together with our quotation and order confirmation, form the entire agreement between us and replace anything said or written beforehand. You confirm you are not relying on any statement or representation not set out here. Any terms you seek to impose, including those printed on your purchase order, do not apply.
• Assignment. You may not transfer your rights or obligations under a contract with us without our written consent. We may transfer ours, and will tell you if we do.
• Waiver. If we do not insist on something you are required to do, or delay in enforcing a right, that does not mean we have given it up.
• Severance. If any provision is found to be unlawful or unenforceable, the rest continues in force.
• Third parties. No one other than you and us has any right to enforce these terms.
• Changes. We may amend these terms from time to time. The version in force when you place your order is the one that applies to that order.

22. Governing law and jurisdiction

These terms and any contract made under them are governed by the law of England and Wales, and any dispute will be dealt with by the courts of England and Wales. If you are a consumer living in Scotland or Northern Ireland, you may also bring proceedings in the courts of the country where you live.

Contact us

CLI SECURE LTD
60 Copthorne Avenue, Ilford, Greater London, IG6 2SQ, United Kingdom
Telephone: 0333 242 1314
Email: sales@clisecure.com
Registered in England and Wales, company number 10813832
VAT registration number GB344829477