Where to find information about us and our products

You can find everything you need to know about UK Protection and our services on our website or, if you wish to speak to a member of staff, from our team before you make a booking for our close protection security services. After a booking has been requested by you, and confirmed by us, we also confirm the key information to you in writing, either by email, in your online account or on paper.

We don't give business customers all the same rights as consumers

For example, business customers can't cancel their orders, they have different rights where there is a problem with a service and we don't compensate them in the same way for losses caused by us. Where a term applies just to businesses or just to consumers, this is clearly stated. You are a business customer if you are buying products wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual.

When you use us for your close protection services you are agreeing that:

• We only accept bookings when we've checked them and ensured that we have the appropriate security personnel free to fulfil the booking and this has been confirmed to you.
• Sometimes we may have to reject bookings, on any number of grounds.
• We charge you when we accept your order.
• We charge interest on late payments.
• We pass on increases in VAT.
• We're not responsible for delays outside our control.
• You're responsible for making sure the details you provide to us, to allow us to provide the services, are accurate. This includes details of the duration, locations, number of security personnel we need to employ for the job, the number of persons present in your entourage.
• We charge you if you don't give us information we need.
• If you are a consumer and you made a booking online or over the telephone, you have a legal right to change your mind.
• We regularly review our services and make changes to the services we offer and these terms.
• We do have rights to end our contract with you.
• We have a right to charge for any additional fees that are incurred by us in performing the services, including for additional people in your entourage, parking fines that are incurred as a result of your requests or any additional time that is required to provide the services not anticipated at the time of making a booking.
• We use your personal data as set out in our Privacy Notice.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract.

If you are a business customer this is our entire agreement with you

If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.

We only accept orders when we've checked them

After you submit a request for a booking we contact you to confirm we've received your order and then we contact you again to confirm we've accepted it.

Sometimes we reject orders, when this happens, we let you know as soon as possible and will not charge for orders we are unable to fulfil.

We charge you when we accept your order

Minimum Charges

If you are a business customer you have no set-off rights

If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).

We charge interest on late payments

If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 8% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on increases in VAT

If the rate of VAT changes between your booking date and the date we supply the services, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

Our Services

Our services are to provide close protection personal security. We are not offering taxi or private hire transport services, and so your purchase of our services is made in the context of a security requirement.

Our close protection officers are Security Industry Association (SIA) approved and will, at all times, be dressed in plain clothes with a professional appearance. If additional protective equipment is required then this will only be provided where we have carried out risk assessments and has been specifically agreed with our Customer Service Team.

We're not responsible for delays outside our control

If our supply of services is delayed by an event outside our control we contact you as soon as possible to let you know and do what we can to reduce the delay.

As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team to end the contract and receive a refund for any services you have paid for in advance, but not received.

You're responsible for making sure your details are accurate

Our services are provided on the basis of the details that you give to us. This includes the location we are to provide the services (including any drop-off and pick-up locations), the duration of the services, the number of people you are making the booking for, including such reasonable detail that we may require to fulfil our services adequately. It is your responsibility to make sure that all such details are provided to us accurately. Where additional charges are applicable for services not set out, or details not provided, at the time of your booking then we reserve the right to charge such amounts to you. This can include additional security officers required, additional locations to attend, extended duration or more people in your entourage that require the services to be provided for.

Child seats can be supplied for our vehicles, but must be requested in advance. If children are to be present, then the close protection officers may refuse to provide services in the event that insufficient personal protective equipment has not been requested and is not available.

Insurance

UK Protection has insurance for the carriage of clients. This does not extend to items left in the vehicle (whether attended to or not) and you should ensure adequate personal/item insurance is maintained for this purpose.

Where goods are moved from a store to vehicle by the close protection officer these goods remain the ownership and responsibility of you.

Parking Fines

It is common for close protection services to require us to park our vehicles as close as possible to provide adequate services, or clients to require us to reposition vehicles. In either case, all parking fines arising from client directed positioning will be recharged to you.

If you are a consumer and you bought online or over the telephone you have a legal right to change your mind

Your legal right to change your mind. For most of our services, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below.

When you can't change your mind. You can't change your mind about an order for services, once these have been commenced, this means the earlier of (a) the day of the intended delivery date(s), or (b) the day we start preparing the services to be delivered to you, which usually takes place 7 days.

The deadline for changing your mind. If you change your mind about the services you must let us know no later than 14 days after the day we confirm we have accepted your order.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team: by sending an email to info@ukprotectionltd.co.uk or by phone on 0844 384 3444.

When and how we refund you. We refund you as soon as possible and within 14 days of you telling us you've changed your mind. We refund you by the method you used for payment. We don't charge a fee for the refund.

You have rights if there is something wrong with your services

Your rights and remedies if you are a consumer. We honour our legal duty to provide you with services that are as described to you and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us.

We can end our contract with you

We can end our contract with you for a service and claim any compensation due to us (including enforcement costs) if:

• you don't make any payment to us when it's due and you still don't make payment within 5 days of our reminding you that payment is due;
• you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the services.

We don't compensate you for all losses caused by us or our products

Our liability to consumers. We're not responsible for losses you suffer caused by us breaking this contract if the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
• Avoidable. Something you could have avoided by taking reasonable action.
• Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as described in Our liability to businesses.

Our liability to businesses. If you're a business, then, except in respect of the losses described in Losses we never limit or exclude:

• we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and
• our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total sums paid by you for the services in respect of the contract (or any part thereof) for which we have failed to provide the services.

Losses we never limit or exclude. Nothing in these terms shall limit or exclude our liability for:

• death or personal injury caused by negligence to the extent preserved by section 2(1) of the Unfair Contract Terms Act 1977;
• fraud or fraudulent misrepresentation;
• breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;
• any liability that cannot legally be limited.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice.

You have several options for resolving disputes with us

Resolving disputes without going to court (consumers only). Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to the Security Industry Association through their website: Report security staff or companies to the Security Industry Authority (SIA) — GOV.UK.

You can go to court. These terms are governed by English law. If you are a consumer then, wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you are a consumer we can claim against you in the courts of the country you live in. If you are a business you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and if you are a consumer we'll ensure that the transfer won't affect your rights under the contract. If you're a consumer and you're unhappy with the transfer you can contact our Customer Service Team and we will refund you any payments you've made in advance for products not provided.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn't mean we can't do it later.