Last updated: 13 November 2026
These terms apply when you order products or services from Vigil AI. Vigil AI is a trading name of Sentinel Private Ltd, a company registered in England and Wales, company number 17569449, registered office 70 Bentley Bridge Road, Matlock, DE4 5PQ. Contact: info@vigilhome.co.uk, 0333 335 7352.
We supply AI-assisted security monitoring kit and related cloud services for homes and small businesses. Depending on the plan you choose, this can include cameras, sensors, a hub, floodlights, a phone app, cloud storage, optional professional installation, optional human monitoring and optional Pet Watch. Your order confirmation lists exactly what you have bought.
You can ask for a free survey through our website. We will confirm the kit, installation work and prices in writing before you pay. A contract is formed when we send you an order confirmation, not when you submit the enquiry form. All prices shown on the website include VAT unless we say otherwise. Business quotes are survey-based and may differ from the "from" prices shown.
If you buy kit, ownership passes to you once we have received payment in full. Risk passes to you on delivery or, if we install it, on completion of installation. Cloud, app and monitoring services are separate monthly subscriptions and are not owned by you.
If you rent, the kit stays our property at all times. Rental plans run for a minimum term of 24 months, with the monthly price and one-off installation charge stated on your order confirmation. You must keep the kit at the address agreed, look after it, and let us collect it when the rental ends. You are responsible for loss or damage beyond normal wear and tear. Ending a rental early is covered in our Cancellation and refunds policy.
We will agree a delivery or installation date with you. Unless we agree otherwise, we will deliver goods within 30 days of your order being confirmed. Installation dates depend on your property and the survey. You must give our installers safe access and make sure you are allowed to fit equipment at the property. If you rent your home, you are responsible for getting your landlord's permission. We may need to change a date for reasons outside our control, and we will tell you as soon as we can.
Monthly charges are collected in advance by the method you agree with us. We may change monthly charges on at least 30 days' written notice. If we do, you can cancel before the change takes effect, without a charge for doing so, except where you are in a fixed rental term and the change is only to keep pace with inflation or tax changes. If a payment fails we may suspend monitoring after giving you notice.
You can cancel monitoring subscriptions on 30 days' written notice, subject to the rental minimum term where one applies. We may end or suspend your service if you seriously break these terms, if payment is overdue after reminders, or if we can no longer provide the service, in which case we will refund any prepaid amounts for the period you do not receive. Your right to cancel within 14 days of ordering, and other refund rights, are in our Cancellation and refunds policy.
If something we supply is faulty, not as described, or the service is not carried out with reasonable care and skill, you have legal rights under the Consumer Rights Act 2015. Please tell us as soon as you can and we will repair, replace or refund as the law requires. Nothing in these terms affects your statutory rights.
We do not exclude or limit liability for death or personal injury caused by our negligence, for fraud, or for anything the law does not allow us to exclude. Otherwise, and to the extent the law allows, we are not liable for losses that were not reasonably foreseeable, or for loss of data, profit or business if you are using the service for business purposes. Where we are liable, our total liability for a single event is limited to the amount you paid us for the service in the previous 12 months, or the replacement cost of the affected kit if higher. If you are a consumer, this clause does not take away rights the law gives you.
How we handle personal data, including camera footage and alerts, is described in our Privacy policy. Where you use cameras at your own property, you are normally the controller of footage of other people and must meet your own data protection obligations.
If you are unhappy with anything, email info@vigilhome.co.uk or call 0333 335 7352. We will acknowledge your complaint within 3 working days and aim to resolve it within 14 days. If we cannot resolve it, we will tell you your options, which can include alternative dispute resolution.
These terms, together with your order confirmation, are the whole agreement between us. We may change these terms for future orders. They are governed by the law of England and Wales and the courts of England and Wales have jurisdiction, although if you live in Scotland or Northern Ireland you may also bring a claim in your local courts.