Terms & Conditions | Pandora car alarms

Pandora Car Alarms UK – Terms and Conditions of Sale & Installation

Pandora Car Alarms UK is a trading name of U.K Car Alarms Ltd, a company registered in England and Wales under company number 10642135 and VAT number 264 5262 02.

These Terms and Conditions apply to all goods and services supplied by U.K Car Alarms Ltd trading as Pandora Car Alarms UK.

Throughout these Terms and Conditions, references to “Pandora Car Alarms”, “Pandora Car Alarms UK”, “we”, “us” or “our” mean U.K Car Alarms Ltd.

Pandora Car Alarms UK

Terms and Conditions of Sale & Installation

Pandora Car Alarms UK is a trading name of U.K Car Alarms Ltd, registered in England and Wales under company number 10642135.

These Terms and Conditions apply to the sale, supply and installation of Pandora vehicle security products and associated services by U.K Car Alarms Ltd trading as Pandora Car Alarms UK ("Pandora Car Alarms", "we", "us" or "our").

Nothing in these Terms and Conditions affects your statutory rights as a consumer.

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1. Installation & Vehicle Compatibility

1.1 Vehicle Compatibility

Pandora systems are designed for compatibility with a wide range of vehicles. However, vehicle manufacturers, specifications, software versions and CANbus systems vary.

Certain information or functions displayed through the Pandora system or application, including fuel level, temperature, vehicle status and other vehicle data, may therefore be unavailable or may differ from information displayed by the vehicle itself.

The availability of individual features is vehicle-specific and cannot be guaranteed unless expressly confirmed by us in writing for the particular vehicle.

1.2 Factory/OEM Systems

Some vehicles contain factory-fitted alarm, immobilisation, keyless-entry or vehicle-control systems which may also be modified by manufacturer software updates.

Additional Pandora hardware or modules may be required to provide certain functions, including:

- Remote mirror closure
- Deadlocking
- Roof operation
- OEM alarm integration
- Arming and disarming functions

Additional hardware or programming may be chargeable.

Where additional hardware has not been purchased or is incompatible with the vehicle, certain factory functions may remain under OEM control or may not be available through the Pandora system.

1.3 Installation Process

Installation of an aftermarket vehicle security system may require:

- Vehicle wiring to be connected, interrupted or modified
- Factory wiring or vehicle systems to be adapted where reasonably necessary
- Factory keys or remote controls to be dismantled where required
- Interior panels, trims, dashboards or other components to be removed and refitted
- Software configuration, CANbus programming and vehicle-specific coding

By authorising installation, you consent to work reasonably required to install the agreed system correctly.

Customers must remove valuables and personal belongings from the vehicle before installation.

We are not responsible for loss of personal belongings left within the vehicle unless caused by our negligence.

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2. GSM & Online Services

2.1 SIM Subscription

GSM-enabled Pandora systems require an active subscription to access GSM, mobile data, text, call and online functionality.

Unless otherwise stated, new qualifying systems include six months of GSM service activated by the installer.

Current renewal prices are:

- 6 months – £70
- 12 months – £125

Current subscription prices will be confirmed at renewal and may change from time to time.

If the subscription is not renewed, the system may continue to operate locally through supported Bluetooth functions, but GSM and online services will cease.

A fair usage policy applies.

2.2 Subscription Cancellation

Subscription cancellation rights will be provided in accordance with applicable consumer law.

Where we voluntarily provide a cancellation period exceeding your statutory entitlement, this does not affect your statutory rights.

Subscriptions are normally associated with the registered system, vehicle and customer account and may not be transferable without our approval.

Where a subscription has expired and reactivation requires replacement hardware, SIM replacement or administration, reasonable charges may apply and will be advised before work is carried out.

2.3 Roaming

UK and supported EU roaming is available subject to the applicable network and fair-use restrictions.

EU roaming exceeding 60 consecutive days may incur additional charges currently set at £1.50 per day.

Use outside supported territories may incur additional charges or may not be available.

Pandora relies partly upon third-party mobile, GPS/GNSS, internet and telecommunications networks. We cannot guarantee uninterrupted availability of services outside our reasonable control.

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3. Additional Features

3.1 Additional Sensors

Optional sensors, including the Pandora VS22 and similar devices, may be affected by the vehicle environment or external interference.

Sources can include Wi-Fi equipment, dash cameras, aftermarket electronics, RF interference and other equipment.

Where necessary, sensitivity may be adjusted or a sensor may be disabled or removed following diagnosis.

3.2 Window, Mirror & Convenience Functions

Window closure, mirror folding, roof operation and similar convenience features are not included as standard unless expressly specified.

Compatibility depends upon vehicle model, specification, age and software.

Additional hardware may be required and may incur an additional charge.

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4. Anti-Hijack & Immobilisation Features

Anti-hijack and certain immobilisation features are vehicle-specific.

Where a particular function cannot be implemented safely or reliably, we reserve the right not to enable that function.

Some vehicles may require subsequent software, firmware or integration updates as vehicle support develops.

Security approvals and certifications apply only to products specifically described as having that approval. Customers should not assume that every Pandora product or installation carries Thatcham or insurer approval unless expressly stated for that particular product.

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5. Orders, Bookings & Payment

5.1 Agreement

By placing an order or authorising installation, you agree to these Terms and Conditions where they have been made available to you before the contract is concluded.

Title to supplied goods remains with U.K Car Alarms Ltd until payment has been received in full, to the extent permitted by law.

5.2 Vehicle Authority

You confirm that you are the vehicle owner or have authority from the owner to authorise the installation.

We may request identification and proof of ownership or authority.

5.3 Booking Deposits

A £150 booking deposit will normally be required to reserve an installation appointment.

If you cancel or fail to attend an appointment, we may retain an amount from the deposit representing losses reasonably incurred as a direct result of the cancellation, including reserved workshop/installer time and costs reasonably committed to your booking.

Any amount retained will not exceed what we are legally entitled to recover.

This does not affect any statutory cancellation rights that apply to distance or off-premises contracts.

5.4 Services Requiring Advance Payment

Certain services, including system removals/uninstalls, servicing, diagnostic work, call-outs and out-of-warranty repairs, require payment in full in advance to secure the appointment.

Where full advance payment is required, the appointment will not be confirmed until payment has been received.

Submitting a booking or enquiry form without making payment does not mean that payment on the day has been agreed. Any no-payment option provided on a booking form is intended for services where no payment is due or where this has been agreed by Pandora Car Alarms in advance.

Advance payments secure the allocated appointment and workshop or engineer time. In the event of cancellation or failure to attend, any amount retained will be limited to losses and costs we are reasonably and legally entitled to recover, subject to any applicable statutory cancellation rights.

Our cancellation and rescheduling terms will continue to apply.

5.5 Tag Range & Customer Responsibility

Pandora security-tag detection range varies according to environmental conditions, including building construction, interference, vehicle location and other electronic devices.

Customers should avoid storing a security tag sufficiently close to the vehicle that it remains detectable by the system.

Where the tag remains within authorised detection range, the vehicle may recognise the tag and permit operation.

Where an anti-hijack feature is installed and enabled, it may subsequently activate in accordance with its programmed safety sequence.

If you believe your tag range is inappropriate for your circumstances, please contact us so that the configuration can be reviewed.

5.6 Finance

Where finance is available, a minimum £150 deposit may be payable directly to Pandora Car Alarms at booking.

The remaining amount will be subject to the finance provider’s separate terms and approval.

Finance applications should be completed no later than 48 hours/two business days before the scheduled appointment.

If finance is declined and the installation cannot proceed, any amount retained from the booking deposit will be limited to losses we are reasonably entitled to recover.

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6. Warranty

6.1 Installation Workmanship

Pandora Car Alarms provides a 12-month workmanship warranty on installations carried out by us, subject to these Terms and your statutory rights.

Where appropriate:

First 60 days: we may offer on-site diagnostic or remedial assistance.

After 60 days: the vehicle may be required to return to the original installation centre or another location agreed by us.

On-site attendance is not guaranteed where diagnosis reasonably requires workshop facilities.

Customer-caused issues, unrelated vehicle faults, discharged vehicle batteries, damage, misuse or failures caused by third-party modifications are not covered by the workmanship warranty.

6.2 Parts Warranty

Unless otherwise stated:

- Main alarm control unit, manufacturer's warranty of up to three years, subject to applicable manufacturer conditions
- Remotes, sirens, tags and external sensors – 12 months

Nothing in this warranty limits your statutory rights relating to faulty goods.

6.3 Warranty Transfer

Our additional installation warranty is normally provided to the original purchaser.

Where ownership of a vehicle changes, we may offer an inspection/service, currently £165, after which an additional warranty may be offered subject to the system's condition.

Any manufacturer's warranty or statutory rights will be dealt with according to their applicable terms and law.

6.4 Warranty Exclusions

Our additional warranty may not cover faults caused by:

- Tampering
- Unauthorised modification
- Work carried out by third parties
- Modification of system wiring or programming without approval
- Accident damage, water ingress or other external causes not attributable to the product or our workmanship

These exclusions do not remove statutory rights where we are legally responsible for faulty goods or services.

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7. Returns, Cancellations & Refunds

7.1 Goods Purchased at a Distance

Consumers purchasing goods online or by telephone may have a statutory right to cancel within 14 days in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where a statutory cancellation right applies, the customer must notify us within the applicable cancellation period.

Goods should then be returned in accordance with the statutory return requirements.

The customer may be responsible for any reduction in value resulting from handling beyond what would reasonably be necessary to establish the nature, characteristics and functioning of the goods.

7.2 Faulty Goods

Faulty goods will be dealt with in accordance with the Consumer Rights Act 2015 and any applicable manufacturer warranty.

Customers should contact us or the supplying installer as soon as reasonably possible after discovering a fault so that it can be investigated.

Nothing in these Terms imposes a shorter notification period than the customer's statutory rights.

7.3 Appointment Cancellation

If an installation appointment is cancelled, we reserve the right to recover reasonable losses directly resulting from that cancellation.

Any cancellation charge or amount retained from a deposit will be proportionate to our reasonably incurred losses and will take account of costs we have avoided or reasonably been able to mitigate.

This does not affect statutory cancellation rights.

7.4 Installed Systems & Change of Mind

Where a system has been purchased under a contract concluded at our business premises, there is normally no statutory cooling-off period merely because the customer subsequently changes their mind.

Once an installation has been completed, we are not required to remove a correctly supplied and correctly installed system or provide a refund solely because the customer no longer wishes to keep it, except where a statutory cancellation right applies.

Where we voluntarily agree to remove a system, reasonable installation, removal, programming, consumable and other costs may be taken into account, subject to applicable consumer law.

7.5 Remote Programming

Programming and configuration affecting vehicle security should only be carried out by Pandora Car Alarms or an appropriately authorised installer.

Faults caused by unauthorised modification or programming may not be covered by our additional warranty.

7.6 Manufacturer Testing

Where specialist manufacturer inspection or testing is reasonably necessary, processing times may vary.

An estimated timescale will be provided where possible. Any estimate is not intended to restrict statutory remedies or rights that apply to faulty goods.

7.7 Sale and Promotional Items

Sale, discounted and promotional goods have the same statutory consumer rights as full-price goods.

Any additional voluntary returns policy we offer may have separate conditions, but this does not affect statutory rights.

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8. Delivery

Online goods will be dispatched to the delivery address supplied when ordering.

Delivery charges and estimated delivery times will be displayed or advised before purchase where applicable.

International deliveries may incur additional shipping, customs, tax or import charges.

Where delivery fails because incorrect information has been provided or reasonable delivery attempts cannot be completed, reasonable redelivery charges may apply.

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9. Customer Identification & Ownership

9.1 Customer Number

Customers may be issued a unique customer number for account identification and future support.

9.2 Ownership Card

Certain Pandora systems are supplied with an ownership/security card.

The card should be stored securely.

Loss of security credentials may require security verification, reprogramming or replacement of security components. Where replacement work is necessary, the applicable cost will be advised before work proceeds.

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10. Liability

Nothing in these Terms excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or statutory consumer rights which cannot legally be excluded.

We are not responsible for losses caused by circumstances outside our reasonable control or faults resulting from unauthorised third-party modifications.

Pandora vehicle security products are designed to reduce the risk of unauthorised vehicle use or theft. No vehicle security product can guarantee that a vehicle will never be stolen, damaged or interfered with.

The installation of a security system does not constitute a guarantee against theft.

Customers should notify us of suspected installation problems or faults as soon as reasonably practicable so that we have an opportunity to investigate.

No fixed reporting period in these Terms limits statutory consumer rights.

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11. Cooling-Off Period & Distance Contracts

11.1 Cancellation and Cooling-Off Period

Where a consumer enters into a contract with Pandora Car Alarms entirely online or by telephone, they may have a statutory right to cancel the contract within 14 days in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The 14-day cooling-off period does not generally apply to contracts concluded in person at our business premises.

Where an installation is booked online or by telephone and the customer requests or agrees for installation work to commence within the 14-day cancellation period, the customer expressly requests that Pandora Car Alarms begins providing the installation service during that period. Where permitted by law, the customer may be required to pay for services supplied before cancellation. Where the service has been fully performed, the customer's statutory right to cancel the service may be lost where the applicable legal requirements have been satisfied.

11.2 Changes to Products or Installation Agreed at Our Premises

A customer may originally make an enquiry or booking online or by telephone but subsequently attend one of our business premises and discuss their requirements with a member of our sales or installation team.

Where, following a face-to-face consultation at our premises, the customer chooses and agrees to purchase a different or materially upgraded alarm/security system from that originally booked, and the replacement system, specification and price are agreed in person before installation, the resulting agreement may constitute a new or varied contract concluded at our business premises rather than a distance contract.

For example, where a customer originally books one Pandora alarm model by telephone but, following a face-to-face consultation at our premises, agrees to replace that booking with a different Pandora alarm model at a different price, the statutory 14-day cancellation provisions applicable specifically to distance contracts will not apply merely because the original appointment was arranged by telephone.

Whether a contract is a distance or on-premises contract will be determined in accordance with applicable consumer law and the circumstances in which the final contract was concluded.

11.3 Installed Products and Change of Mind

Where a customer does not have a statutory right to cancel, Pandora Car Alarms is not obliged to remove an installed alarm or security system or provide a refund simply because the customer has subsequently changed their mind.

Any removal, exchange, refund or credit offered in these circumstances will be at the discretion of Pandora Car Alarms and may be subject to reasonable charges for installation, removal, programming, configuration, consumable materials and any reduction in value of equipment, to the extent permitted by law.

Nothing in these Terms and Conditions affects a customer's statutory rights in relation to faulty goods, goods that are not as described, or services that have not been performed with reasonable care and skill.

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12. Data & Privacy

Personal data will be handled in accordance with our Privacy Policy and applicable data-protection legislation.

Our Privacy Policy is available on the Pandora Car Alarms UK website.

Telephone calls may be recorded for legitimate business purposes including training, quality assurance, security and dispute resolution, in accordance with our Privacy Policy.

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13. Contract & Variations

These Terms, together with the applicable order, booking confirmation, quotation and any other terms expressly agreed between us, form the contract.

Where the customer and an authorised member of our team agree a change to the product, specification or price, we may record that change on the booking, job sheet, invoice, order confirmation or other durable record.

Nothing in this section prevents a customer from relying upon representations or rights which cannot lawfully be excluded.

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14. Governing Law

These Terms are governed by the law of England and Wales.

Nothing in this clause deprives a consumer resident elsewhere in the United Kingdom of any mandatory consumer protection or right to bring proceedings available to them under applicable law.

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15. Acceptance of Terms

Customers will be provided with or directed to these Terms before entering into the contract where required.

Payment of a deposit, confirmation of an order or authorisation for installation may constitute acceptance of these Terms where the Terms have been made available before the contract is concluded.

For distance bookings where installation is requested within the statutory cancellation period, additional express consent may be required before installation begins.

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