Terms of Service

1. Company Details & Agreement

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer", "you", "your") and SECURIFYHQ LIMITED ("SecurifyHQ", "we", "our", "us").

2. Service Description

2.1 What We Provide

• 24/7 human-verified monitoring of your security cameras
• Alert verification and escalation to your designated contacts
• Incident documentation and reporting
• Secure VPN connection (WireGuard) to your cameras
• Video storage for the agreed retention period

2.2 What We Do NOT Provide

We are a monitoring and communication service only. We do NOT:

• Guarantee prevention of crime, theft, or property damage
• Provide physical security guards or on-site personnel in India
• Directly contact police (we notify YOU — you decide on police involvement)
• Provide insurance coverage of any kind
• Guarantee specific response times in all circumstances
• Take responsibility for camera hardware failures or internet outages

2.3 Service Limitations

Our service is dependent on: camera functionality, internet connectivity at your property, power availability, quality of video feeds, and availability of your designated emergency contacts.

3. Your Responsibilities

3.1 Equipment & Connectivity

• Purchase, install, and maintain compatible security cameras
• Ensure stable internet connection at the property
• Maintain power supply to cameras and networking equipment
• Keep cameras positioned legally and appropriately

3.2 Legal Compliance

• You confirm you have legal authority to install surveillance at the property
• Your use of cameras must comply with India's privacy and surveillance laws
• You must inform visitors and occupants that surveillance is in place
• Cameras must not infringe on neighbors' privacy or record public areas

3.3 Accurate Information

• Provide accurate property address and contact details
• Keep emergency contact information current
• Notify us of any changes to property access or occupancy

4. Service Plans & Pricing

Annual subscriptions receive a 10% discount. Founding Member pricing is locked for life — your rate will never increase regardless of future standard price changes.

4.1 Add-Ons

• Additional cameras: NZ$12/camera/month
• Extra alerts: NZ$10 per 10 alerts
• Extended video retention (60/90 days): as quoted
• Additional emergency contacts: as quoted
• Monthly review call: NZ$25
• Dedicated monitoring window: NZ$35/month

4.2 Price Changes

We reserve the right to change pricing with 30 days advance notice to existing customers. Founding Members are exempt from price increases.

5. Payment Terms

5.1 Billing

• Subscriptions renew automatically (monthly or annually)
• Payment processed securely via Stripe
• You will be charged using your payment method on file

5.2 Failed Payments

• We retry failed payments 3 times over 10 days
• Service may be suspended after 10 days of non-payment
• Account may be terminated after 30 days

5.3 Refund Policy

• Monthly: No refunds for partial months. Cancel anytime, effective end of billing period.
• Annual: Non-refundable. Service continues for full 12 months. Cancel before auto-renewal.
• Setup fees: Non-refundable once configuration begins.
• Service outages: Prorated credit may be issued for outages exceeding 7 consecutive days.

6. Service Availability & Support

6.1 Target Response Times

• Basic: Alert verification begins within 15 minutes
• Standard: Alert verification begins within 5–8 minutes
• Premium: Alert verification begins within 3–5 minutes

These are target times, not guarantees. Response may vary based on alert volume, technical conditions, or camera feed quality.

6.2 Customer Support

• Email: hello@securifyhq.com (24–48 hour response)
• WhatsApp: +91 99880 00954 (urgent issues, 24/7)
• Phone: +64 3 732 8743 (NZ business hours)

7. Video Storage & Data

7.1 Retention Periods

• Basic & Standard: 7 days
• Premium: 30 days
• Extended add-on: 60 or 90 days

After retention period, footage is automatically and permanently deleted.

7.2 Access & Privacy

• You can request footage copies at any time (delivered within 48 hours)
• Our operators access footage only when verifying alerts
• All data handling complies with NZ Privacy Act 2020 and GDPR where applicable

See our full Privacy Policy for complete details.

8. Limitations of Liability

8.1 No Guarantee of Prevention

SecurifyHQ provides monitoring and communication services ONLY. We cannot and do not guarantee prevention of theft, vandalism, trespassing, property damage, apprehension of criminals, or recovery of stolen property.

8.2 Liability Cap

To the maximum extent permitted by NZ law, our total liability is limited to the fees you paid in the 12 months prior to the claim. We are not liable for indirect, consequential, or punitive damages.

8.3 We Are NOT Liable For

• Camera hardware failures or malfunctions
• Internet or power outages at your property
• Inability to reach your emergency contacts
• Delays in alert verification due to technical issues or high volume
• Actions or inactions of your emergency contacts or local authorities
• Losses due to your failure to maintain equipment

8.4 Your Indemnification

You agree to indemnify us from claims arising from your breach of these Terms, violation of any laws, or use of cameras in violation of privacy laws.

9. Cancellation & Termination

9.1 Your Right to Cancel

• Monthly: Cancel anytime with 30 days notice. No early termination fees.
• Annual: Cancel anytime — no refund, but service continues for paid period.

9.2 What Happens on Cancellation

• Monitoring stops at end of billing period
• VPN access is revoked
• Video footage deleted within 30 days
• Account data retained 12 months then deleted
• Your hardware (cameras, router) is yours to keep

9.3 Our Right to Terminate

We may suspend or terminate your account for: breach of these Terms, non-payment after 30 days, providing false information, illegal use, or abuse of our staff. We provide 7 days notice for payment issues and immediate termination for fraud or illegal activity.

10. Intellectual Property

SecurifyHQ owns all rights to our website, software, systems, brand, logos, and processes. You retain ownership of your video footage and property data. You grant us a license to access and process footage solely for providing the monitoring service.

11. Dispute Resolution & Governing Law

• Governing Law: New Zealand
• Jurisdiction: New Zealand courts (small claims may be filed locally)
• Informal Resolution: Contact hello@securifyhq.com first — we commit to 30-day good faith resolution before any legal action
• Arbitration: For disputes under NZ$10,000, either party may opt for binding NZ arbitration

12. General Provisions

• Entire Agreement: These Terms and our Privacy Policy constitute the complete agreement between you and SecurifyHQ.
• Amendment: We may update these Terms with 30 days notice for material changes.
• Severability: If any provision is invalid, remaining provisions continue in effect.
• Force Majeure: Neither party is liable for delays due to circumstances beyond reasonable control.
• Assignment: You may not transfer your account. We may transfer rights to a successor company.