Andor Group Limited
Effective Date: 1st April 2026 | Version: 2.0
Next Scheduled Review: 1st April 2027
1. DEFINITIONS
In these Terms and Conditions, the following terms shall have the meanings set out below:
“Agreement” means these Terms and Conditions, together with any service order, statement of work, Service Level Agreement (SLA), or other documentation expressly incorporated herein by reference.
“Andor Group” or “We”, “Us” means Andor Group Limited (Company Registration No. 13855236), a company registered in England and Wales, and its authorised subcontractors and agents.
“Client” or “You” means the individual, company, or other entity engaging Andor Group for the provision of Services under this Agreement.
“Services” means all services offered by Andor Group, including but not limited to: Security Guarding, Mobile Patrols, Keyholding and Alarm Response, CCTV Installation and Monitoring, Traffic Management, Construction Site Security, Vacant Property Security, and Equipment Hire.
“SIA” means the Security Industry Authority, the statutory body responsible for regulating the private security industry in the United Kingdom pursuant to the Private Security Industry Act 2001.
“SIA Licence” means a valid licence issued by the SIA authorising an individual to perform licensable security activities within the meaning of the Private Security Industry Act 2001.
“Subcontractor” means any third-party individual or company engaged by Andor Group to perform any part of the Services.
“Intellectual Property Rights” means all patents, trademarks, service marks, copyrights, design rights, database rights, know-how, trade secrets, and any other rights of a similar nature, whether registered or unregistered.
“Confidential Information” means any information disclosed by one party to the other in connection with this Agreement that is designated as confidential or that should reasonably be understood to be confidential given its nature and the circumstances of disclosure.
“UK GDPR” means the General Data Protection Regulation as it forms part of the domestic law of the United Kingdom by virtue of section 3 of the European Union (Withdrawal) Act 2018, as amended by the Data Protection, Privacy and Electronic Communications (Amendments etc) (EU Exit) Regulations 2019 and as further amended from time to time.
“Personal Data” has the meaning given to it in the UK GDPR and the Data Protection Act 2018.
“Force Majeure Event” means any event or circumstance beyond a party’s reasonable control, including but not limited to natural disasters, acts of terrorism, pandemic or epidemic, war, civil disorder, strikes, lockouts, governmental actions, or failure of third-party suppliers.
“Effective Date” means 1st April 2026, the date upon which this Agreement comes into force.
2. INTRODUCTION
2.1 Andor Group Limited is a licensed and accredited security services company, holding SIA Approved Contractor Scheme (ACS) approval and ISO 9001, ISO 14001, and ISO 45001 certifications. We are committed to providing professional, compliant, and reliable services tailored to the needs of each Client.
2.2 These Terms and Conditions govern all Services provided by Andor Group to the Client. By engaging our Services, the Client agrees to be bound by these Terms and Conditions in their entirety.
2.3 Should you have any questions regarding these Terms and Conditions, please contact us at info@andorgroup.com or on 020 4602 3974 prior to engaging our Services.
3. SCOPE OF SERVICES
3.1 Andor Group offers the following Services, each subject to the specific terms of the relevant order confirmation or Service Level Agreement:
3.1.1 Security Guarding — provision of SIA-licensed manned guarding personnel for access control, asset protection, and emergency response.
3.1.2 Mobile Patrols — scheduled and random patrol visits to Client premises, with written reports provided following each visit.
3.1.3 Keyholding and Alarm Response — secure custody of Client keys and attendance at premises in response to alarm activations. Specific terms governing keyholding obligations are set out in Exhibit B.
3.1.4 CCTV Installation and Monitoring — design, supply, installation, commissioning, and remote monitoring of CCTV systems. Data protection obligations specific to CCTV are addressed in Section 12.
3.1.5 Traffic Management — planning and execution of traffic management plans, provision of traffic marshals and gatemen.
3.1.6 Construction Site Security — integrated security solutions for active and vacant construction and development sites.
3.1.7 Vacant Property Security — security and monitoring services for vacant commercial and residential properties.
3.1.8 Equipment Hire — rental of portable cabins, barriers, bollards, and associated infrastructure. Terms governing hire obligations are set out in Exhibit C.
3.2 We understand that each Client has unique requirements. We offer bespoke solutions and will confirm the agreed scope of Services in writing prior to commencement.
3.3 All Services will be delivered by qualified, vetted, and appropriately licensed personnel, in compliance with all applicable laws, regulations, SIA licensing requirements, and relevant British Standards.
3.4 Any specific limitations or exclusions applicable to a particular engagement will be set out in the relevant Service Level Agreement or order confirmation.
4. SIA LICENSING AND REGULATORY COMPLIANCE
4.1 All operatives deployed by Andor Group in roles requiring an SIA Licence — including but not limited to security guarding, door supervision, CCTV operation, and keyholding — shall hold a valid SIA Licence appropriate to their designated activity at all times during deployment.
4.2 Andor Group holds SIA Approved Contractor Scheme (ACS) approval and shall use reasonable endeavours to maintain that approval throughout the term of this Agreement. Evidence of ACS status is available on written request.
4.3 In the event that an operative’s SIA Licence is suspended, revoked, or not renewed, Andor Group will take immediate steps to remove that operative from deployment and will arrange a suitably licensed replacement with minimum disruption. Andor Group shall notify the Client as soon as reasonably practicable in such circumstances.
4.4 The Client shall not direct, instruct, or permit any operative deployed by Andor Group to carry out licensable security activities unless that operative has been confirmed by Andor Group as appropriately licensed.
4.5 All security operatives engaged by Andor Group are screened in accordance with BS 7858:2019 (Screening of individuals working in a secure environment). The Client may request written confirmation of vetting compliance, subject to applicable data protection obligations.
5. ORDERS AND ACCEPTANCE
5.1 Placing an Order:
5.1.1 Orders for Services must be submitted in writing by email or post. Each order should specify the Services required, the relevant site(s), proposed commencement date, and any particular requirements or constraints.
5.1.2 The Client is responsible for ensuring that all information provided is accurate and complete. Andor Group shall not be liable for any failure to perform resulting from inaccurate or incomplete information provided by the Client.
5.2 Order Confirmation:
5.2.1 Upon receipt of an order, Andor Group will issue a written acknowledgment within five (5) business days.
5.2.2 An order is considered accepted once Andor Group issues a written confirmation or commences performance of the Services, whichever occurs first.
5.3 Modifications and Cancellations:
5.3.1 Any modifications to an accepted order must be communicated in writing and are subject to Andor Group’s acceptance.
5.3.2 Cancellation of an accepted order may incur charges for any work already performed, resources mobilised, or costs incurred up to the point of cancellation.
5.4 Rejection of Orders: Andor Group reserves the right to decline any order that falls outside its operational capacity, conflicts with regulatory requirements, or that Andor Group reasonably considers to be unsuitable or impractical.
6. PRICES AND PAYMENT TERMS
6.1 Pricing:
6.1.1 Prices for Services are as set out in Andor Group’s written quotation or proposal, confirmed in writing prior to commencement.
6.1.2 All prices are exclusive of VAT and any other applicable taxes or levies, which will be added to invoices at the prevailing rate.
6.1.3 Andor Group reserves the right to review and adjust pricing annually, or upon significant changes in the National Living Wage, statutory employment costs, or operational overheads. At least 30 days’ written notice will be provided of any adjustment.
6.2 Invoicing:
6.2.1 Invoices will be issued in accordance with the billing schedule agreed in the relevant order confirmation or SLA, typically weekly or monthly in arrears.
6.2.2 Each invoice will include a breakdown of Services provided, applicable rates, hours or units, and VAT.
6.3 Payment Terms:
6.3.1 Payment is due within thirty (30) days of the invoice date, unless a different period is agreed in writing between the parties.
6.3.2 All payments must be made by BACS bank transfer to the bank account details specified on the invoice. Alternative payment methods are only accepted where expressly agreed in advance in writing.
6.4 Late Payments:
6.4.1 In the event of late payment, Andor Group reserves the right to charge interest on the overdue amount at the rate of 8% per annum above the Bank of England base rate, pursuant to the Late Payment of Commercial Debts (Interest) Act 1998, calculated on a daily basis from the due date until payment is received in full.
6.4.2 Andor Group also reserves the right to claim reasonable debt recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
6.4.3 Persistent late payment may result in the suspension or termination of Services upon written notice.
6.5 Disputed Invoices:
6.5.1 If the Client disputes any part of an invoice, written notice of the dispute, setting out the specific grounds, must be provided to Andor Group within seven (7) days of the invoice date.
6.5.2 The undisputed portion of any invoice remains payable on the original due date.
7. CLIENT OBLIGATIONS
7.1 Access and Cooperation:
7.1.1 The Client shall provide Andor Group personnel with all necessary access to premises, equipment, information, and facilities required to deliver the Services safely and effectively.
7.1.2 The Client shall provide timely instructions, approvals, and decisions and shall cooperate fully with Andor Group throughout the delivery of the Services.
7.2 Compliance with Laws:
7.2.1 The Client is responsible for obtaining all permits, licences, or regulatory consents applicable to their premises or operations that are required for Andor Group to deliver the Services.
7.2.2 The Client shall comply with all applicable laws, regulations, and codes of practice relevant to the Services, including those relating to health and safety, fire safety, and data protection.
7.3 Health and Safety:
7.3.1 Prior to commencement, the Client must provide Andor Group with a suitable site induction, relevant risk assessments, and details of any known hazards or health and safety risks at their premises.
7.3.2 The Client is responsible for maintaining a safe working environment for Andor Group personnel whilst on their premises, in accordance with the Health and Safety at Work etc. Act 1974 and the Management of Health and Safety at Work Regulations 1999.
7.3.3 For construction site engagements, the Client shall comply with the Construction (Design and Management) Regulations 2015 and shall provide Andor Group with a copy of the relevant Construction Phase Plan prior to commencement.
8. INSURANCE
8.1 Andor Group’s Insurance:
8.1.1 Andor Group maintains the following minimum levels of insurance throughout the term of this Agreement:
(a) Public Liability Insurance: £5,000,000 per occurrence.
(b) Employers’ Liability Insurance: £10,000,000 per occurrence, as required by the Employers’ Liability (Compulsory Insurance) Act 1969.
(c) Professional Indemnity Insurance: £1,000,000 per claim.
8.1.2 Evidence of Andor Group’s insurance cover is available upon written request. Andor Group will notify the Client promptly of any material change to its insurance arrangements.
8.2 Client’s Insurance:
8.2.1 The Client shall maintain adequate insurance in respect of their own property, assets, and personnel throughout the term of this Agreement.
8.2.2 Where requested, the Client shall provide Andor Group with evidence of relevant insurance prior to commencement of the Services.
9. LIABILITY AND INDEMNIFICATION
9.1 Nothing in this Agreement shall operate to exclude or limit either party’s liability for:
(a) death or personal injury caused by its own negligence or that of its employees, agents, or Subcontractors;
(b) fraud or fraudulent misrepresentation; or
(c) any other liability that cannot be excluded or limited by applicable law, including under the Unfair Contract Terms Act 1977.
9.2 Andor Group’s Liability:
9.2.1 Subject always to clause 9.1, Andor Group’s total aggregate liability to the Client under or in connection with this Agreement — whether in contract, tort (including negligence), breach of statutory duty, or otherwise — shall not exceed the total fees paid or payable by the Client to Andor Group in the twelve (12) calendar months immediately preceding the event giving rise to the claim.
9.2.2 Andor Group shall not be liable to the Client for any indirect, consequential, or special loss, including but not limited to: loss of profits; loss of revenue; loss of anticipated savings; loss of data; loss of goodwill; or loss of business opportunity, whether or not such losses were foreseeable or had been advised of.
9.3 Subcontractors:
9.3.1 Where Andor Group engages Subcontractors to perform any part of the Services, Andor Group remains responsible to the Client for the delivery of those Services. Andor Group shall ensure that any Subcontractor engaged is appropriately qualified, insured, and where required, SIA-licensed.
9.4 Client’s Indemnification:
9.4.1 The Client agrees to indemnify and hold harmless Andor Group, its employees, and agents from and against any third-party claims, liabilities, losses, damages, and reasonable costs arising directly from: (a) the Client’s material breach of this Agreement; (b) the Client’s own negligence or wilful default; or (c) any information or instructions provided by the Client that are inaccurate, incomplete, or unlawful.
9.5 Limitation Period:
9.5.1 Subject to clause 9.1, any claim under or in connection with this Agreement must be brought within twelve (12) months of the date on which the claiming party became aware, or ought reasonably to have become aware, of the facts giving rise to the claim.
10. INTELLECTUAL PROPERTY RIGHTS
10.1 All Intellectual Property Rights in any materials, methodologies, software, processes, or documentation created by Andor Group in connection with the Services shall remain the exclusive property of Andor Group.
10.2 Andor Group grants the Client a non-exclusive, non-transferable, revocable licence to use any deliverables produced under this Agreement solely for their intended purpose and for the Client’s internal business use.
10.3 Any Intellectual Property Rights owned by the Client and provided to Andor Group for the purposes of this Agreement shall remain the property of the Client. The Client grants Andor Group a limited licence to use such materials solely for the performance of the Services.
10.4 The Client shall not reproduce, distribute, or otherwise exploit Andor Group’s materials, processes, or methodologies without prior written consent.
11. DATA PROTECTION AND UK GDPR COMPLIANCE
11.1 Both parties shall comply with all applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018, in connection with any Personal Data processed pursuant to this Agreement.
11.2 Andor Group’s Obligations:
11.2.1 Andor Group shall process Personal Data only to the extent necessary to perform the Services and in accordance with the Client’s documented lawful instructions.
11.2.2 Andor Group shall implement appropriate technical and organisational measures to protect Personal Data against unauthorised or unlawful processing, accidental loss, destruction, or damage, as required by Article 32 of the UK GDPR.
11.2.3 Andor Group shall ensure that all personnel with access to Personal Data are subject to binding confidentiality obligations and have received appropriate data protection training.
11.2.4 Where Andor Group acts as a data processor on behalf of the Client as data controller, the parties shall enter into a separate Data Processing Agreement meeting the requirements of Article 28 of the UK GDPR prior to any such processing commencing.
11.3 Data Subject Rights: The Client, as data controller, is responsible for handling data subject requests in respect of Personal Data processed under this Agreement. Andor Group will provide reasonable assistance to the Client in fulfilling such obligations where it is technically and operationally practicable to do so.
11.4 Data Breach Notification:
11.4.1 In the event of a Personal Data breach, Andor Group will notify the Client without undue delay and in any event within 72 hours of becoming aware of the breach, in accordance with the UK GDPR.
11.4.2 Notification will include sufficient information to enable the Client to meet its obligations to the Information Commissioner’s Office (ICO) and, where required, to affected data subjects.
12. CCTV AND SURVEILLANCE DATA
12.1 This section applies to all engagements involving the installation, commissioning, maintenance, or monitoring of CCTV or surveillance systems by Andor Group.
12.2 CCTV footage constitutes Personal Data under the UK GDPR. Both parties acknowledge their respective responsibilities as data controllers and/or data processors and agree to comply with the ICO’s CCTV Code of Practice and all applicable data protection legislation.
12.3 Prior to the activation of any CCTV system, the Client (as data controller) is responsible for ensuring that appropriate privacy impact assessments, signage, and public-facing privacy notices are in place in compliance with the UK GDPR and ICO guidance.
12.4 Unless otherwise agreed in writing, Andor Group recommends that CCTV footage is not retained beyond 31 days, except where footage is required for an ongoing investigation, legal proceedings, or other documented lawful purpose.
12.5 Where Andor Group provides remote CCTV monitoring services, Andor Group will act as a data processor on behalf of the Client. A Data Processing Agreement will be entered into in accordance with clause 11.2.4.
12.6 Andor Group shall not access, copy, share, or otherwise use CCTV footage for any purpose other than the performance of the Services, except where required to do so by law, court order, or competent regulatory authority.
13. CONFIDENTIALITY
13.1 Both parties acknowledge that in the course of this Agreement they may receive Confidential Information belonging to the other party, including business strategies, financial information, client data, operational processes, and proprietary technology.
13.2 Each party undertakes to: (a) use the other’s Confidential Information solely for the purposes of this Agreement; (b) not disclose it to any third party without prior written consent; and (c) protect it with no less care than it applies to its own confidential information, and in any event with reasonable care.
13.3 These confidentiality obligations do not apply to information that: (a) is or becomes publicly available without breach of this Agreement; (b) was already in the receiving party’s possession before disclosure; (c) is received from a third party not subject to a confidentiality obligation; or (d) is required to be disclosed by law, court order, or regulatory authority, provided that prior written notice is given to the disclosing party where permitted.
13.4 The Client shall not disclose Andor Group’s pricing, proposals, contractual terms, or operational methodologies to any third party, including competitors, without Andor Group’s prior written consent.
13.5 The obligations under this section shall survive the termination or expiry of this Agreement for a period of five (5) years.
14. MODERN SLAVERY AND HUMAN TRAFFICKING
14.1 Andor Group is committed to acting ethically and with integrity in all of its business dealings and relationships. We implement and enforce effective systems and controls to ensure that modern slavery and human trafficking are not taking place anywhere in our own business or supply chains.
14.2 Andor Group publishes an annual Modern Slavery Act Transparency Statement in compliance with the Modern Slavery Act 2015. A copy is available upon request and on our website at andorgroup.com.
14.3 Andor Group requires all suppliers, Subcontractors, and other business partners to comply with the Modern Slavery Act 2015 and to conduct appropriate due diligence within their own supply chains. Any supplier or Subcontractor found to be in breach of modern slavery obligations will be removed from our approved supply chain.
14.4 The Client agrees to support Andor Group’s anti-slavery and human trafficking obligations and not to require Andor Group to engage suppliers or Subcontractors who cannot demonstrate compliance with applicable legislation.
15. RENEWAL AND TERMINATION
15.1 Renewal:
15.1.1 Prior to the expiry of any fixed-term engagement, Andor Group will contact the Client to discuss renewal terms, including any adjustments to service scope or pricing.
15.1.2 Renewals must be confirmed in writing and signed by authorised representatives of both parties.
15.2 Termination by Notice:
15.2.1 Either party may terminate this Agreement by giving not less than thirty (30) days’ written notice to the other party. For contracts with an annual value exceeding £50,000, a minimum of sixty (60) days’ written notice shall apply, unless a different period is specified in the relevant Service Level Agreement.
15.2.2 All notices of termination must be delivered in accordance with clause 20.4 and must state the proposed effective date of termination.
15.3 Termination for Cause:
15.3.1 Either party may terminate this Agreement with immediate effect by written notice if the other party:
(a) commits a material breach of this Agreement that is incapable of remedy;
(b) fails to remedy a material breach capable of remedy within fourteen (14) days of receiving written notice specifying the breach in reasonable detail; or
(c) enters into administration, liquidation, receivership, a company voluntary arrangement, or any other insolvency or analogous process.
15.4 Effects of Termination:
15.4.1 Termination shall not affect any rights, obligations, or liabilities that have accrued prior to the effective date of termination.
15.4.2 The Client shall pay for all Services properly rendered up to and including the effective date of termination.
15.4.3 Upon termination, each party shall promptly return or securely destroy the other party’s Confidential Information in accordance with clause 13.
15.5 Staff Solicitation:
15.5.1 If the Client, during the term of this Agreement or within six (6) months following its termination, directly or indirectly employs, engages, or solicits any member of Andor Group’s staff who was involved in delivering the Services, the Client shall pay Andor Group a recruitment fee equal to twenty percent (20%) of the relevant individual’s gross annual remuneration.
15.5.2 This clause does not apply where employment results from a response to a general public advertisement not specifically directed at Andor Group personnel.
16. FORCE MAJEURE
16.1 Neither party shall be in breach of this Agreement or otherwise liable for any delay or failure in performance of its obligations to the extent that such delay or failure results directly from a Force Majeure Event.
16.2 The affected party shall: (a) notify the other party in writing as soon as reasonably practicable upon becoming aware of a Force Majeure Event; (b) provide reasonable details of the event and its anticipated duration; and (c) use all reasonable endeavours to mitigate the effects of the event and to resume full performance as soon as possible.
16.3 If a Force Majeure Event continues for a period exceeding thirty (30) consecutive days, either party may terminate the affected Services by giving written notice. The Client shall remain liable for payment for all Services properly rendered prior to the onset of the Force Majeure Event.
17. ENVIRONMENTAL OBLIGATIONS
17.1 Andor Group is committed to conducting its operations in an environmentally responsible manner. Andor Group holds ISO 14001 Environmental Management System certification and maintains a documented environmental policy, available on request.
17.2 Both parties agree to comply with all applicable environmental legislation, regulations, and standards in connection with the performance of this Agreement, including the Environmental Protection Act 1990.
17.3 The Client agrees to cooperate with Andor Group’s reasonable environmental initiatives, including responsible waste management, energy efficiency measures, and sustainable procurement practices.
17.4 In the event of any environmental incident arising from the delivery of the Services, both parties shall collaborate promptly to address, remediate, and report the incident in accordance with applicable regulatory requirements.
18. DISPUTE RESOLUTION
18.1 Amicable Resolution: In the event of any dispute or disagreement arising under or in connection with this Agreement, the parties shall first attempt to resolve the matter through good-faith negotiations.
18.2 Escalation: If the dispute is not resolved within fourteen (14) days of written notice of the dispute being given, it shall be escalated to senior management representatives of each party, who shall meet (in person or by video conference) within a further fourteen (14) days.
18.3 Mediation: If the dispute remains unresolved following senior management escalation, either party may propose mediation conducted by a neutral third party under the rules of the Centre for Effective Dispute Resolution (CEDR) or another mutually agreed mediation body. The costs of mediation shall be shared equally, unless otherwise agreed.
18.4 Arbitration: If both parties agree in writing, a dispute may be resolved by binding arbitration under the Arbitration Act 1996, at a venue in England.
18.5 Litigation: If mediation fails or is not pursued within thirty (30) days of a party’s proposal to mediate, either party may commence legal proceedings. Both parties submit to the exclusive jurisdiction of the courts of England and Wales.
18.6 Nothing in this clause shall prevent either party from applying to a court of competent jurisdiction for urgent interim or injunctive relief.
19. AMENDMENTS AND ANNUAL REVIEW
19.1 These Terms and Conditions will be reviewed annually. The next scheduled review date is 1st April 2027.
19.2 Andor Group reserves the right to amend these Terms and Conditions. Any material amendments will be communicated to the Client in writing at least thirty (30) days before they come into effect.
19.3 If the Client does not accept the proposed amendments, it may terminate the Agreement in accordance with clause 15.2 before those amendments take effect, without penalty.
19.4 No variation to these Terms and Conditions shall be effective unless it is in writing and signed by an authorised representative of each party.
20. GENERAL PROVISIONS
20.1 Assignment: Neither party may assign, transfer, or subcontract any of its rights or obligations under this Agreement without the prior written consent of the other party, such consent not to be unreasonably withheld or delayed. Andor Group may, without consent, assign this Agreement to any successor entity arising from a merger, acquisition, or group reorganisation.
20.2 Severability: If any provision of this Agreement is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision shall be deemed modified to the minimum extent necessary to make it enforceable, and the remaining provisions shall continue in full force and effect.
20.3 Waiver: No failure or delay by either party in exercising any right or remedy under this Agreement shall constitute a waiver of that or any other right or remedy. A waiver of any breach shall not be construed as a waiver of any subsequent breach.
20.4 Notices: All formal notices under this Agreement must be in writing and delivered by: (a) hand, taking effect on the day of delivery; (b) email to the agreed contact address, taking effect on confirmed receipt; or (c) first class recorded post to the registered office address, taking effect three (3) business days after the date of posting. Notices to Andor Group should be addressed to: The Directors, Andor Group Limited, 20-22 Wenlock Road, London, N1 7GU, or via email to info@andorgroup.com.
20.5 Entire Agreement: This Agreement constitutes the entire agreement between the parties with respect to its subject matter and supersedes all prior agreements, representations, warranties, negotiations, and understandings, whether oral or written. Each party acknowledges that it has not relied upon any representation not expressly set out herein.
20.6 Third-Party Rights: A person who is not a party to this Agreement shall have no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this Agreement.
20.7 Governing Law and Jurisdiction: This Agreement is governed by and shall be construed in accordance with the laws of England and Wales. Both parties irrevocably submit to the exclusive jurisdiction of the courts of England and Wales.
20.8 Relationship of the Parties: Nothing in this Agreement shall create or imply any partnership, joint venture, agency, employment, or fiduciary relationship between Andor Group and the Client or any of their respective personnel.
EXHIBIT A — DETAILED ORDER PROCESS
A1 Initial Enquiry: Clients should contact Andor Group by email (info@andorgroup.com) or telephone (020 4602 3974) to discuss their requirements. A scoping call or site survey may be arranged to enable Andor Group to prepare an informed proposal.
A2 Proposal and Quotation: Andor Group will issue a written quotation setting out the proposed scope, pricing, and applicable conditions. Quotations are valid for thirty (30) days from the date of issue, unless otherwise stated.
A3 Acceptance: The Client must confirm acceptance of the quotation in writing. An email confirmation is acceptable for initial acceptance; a countersigned Service Level Agreement or order form will be required for ongoing or high-value contracts.
A4 Mobilisation: Following written acceptance, Andor Group will confirm the mobilisation timeline, site visit arrangements (if applicable), and assign a dedicated account contact.
EXHIBIT B — KEYHOLDING AND ALARM RESPONSE
B1 Key Security: Andor Group accepts responsibility for the secure custody of Client keys whilst held in our possession. Keys are individually logged, coded, and stored securely in accordance with BS 7984 (Keyholding and Response Services). Keys shall not be labelled with the Client’s address or the name of the property to which they relate.
B2 Response Times: Andor Group will aim to attend alarm activations within the response time specified in the Service Level Agreement. Standard target response times are typically 30–45 minutes from receipt of an activation. Response times are targets and may be affected by traffic conditions, weather, or other factors outside Andor Group’s reasonable control.
B3 False Alarms: Attendance at confirmed false alarms will be charged at the applicable call-out rate specified in the quotation. Where persistent false alarms generate an unreasonable operational burden, Andor Group reserves the right to review and amend the keyholding arrangement on reasonable written notice.
B4 Loss or Compromise of Keys: The Client must notify Andor Group immediately upon becoming aware of any loss, theft, or suspected compromise of key security. Andor Group’s liability for loss arising from a breach of key custody obligations on Andor Group’s part shall be limited to the reasonable and documented cost of rekeying or recoding the affected premises, up to a maximum of £5,000 per incident, unless a higher limit is separately agreed in writing.
B5 Return of Keys on Termination: Upon termination of a keyholding arrangement, Andor Group will return all keys within five (5) business days of receiving written instruction, subject to settlement of all outstanding invoices.
EXHIBIT C — EQUIPMENT HIRE
C1 Ownership: All equipment rented by Andor Group to the Client remains the sole property of Andor Group at all times. The Client acquires no title to, or security interest in, any hired equipment.
C2 Client Responsibilities: The Client is responsible for the safekeeping of all hired equipment against loss, theft, or damage during the hire period. Any loss or damage beyond fair wear and tear will be charged to the Client at the assessed replacement or repair cost.
C3 Prohibited Modifications: The Client must not attempt to repair, modify, dismantle, or service hired equipment without Andor Group’s prior written consent.
C4 Return of Equipment: Equipment must be returned in the condition in which it was delivered (fair wear and tear excepted) at the end of the hire period. The Client is responsible for the cost of any remediation required beyond fair wear and tear.
C5 Maintenance: Andor Group will carry out scheduled maintenance in accordance with the relevant Service Level Agreement. Emergency maintenance requests will be addressed as soon as reasonably practicable.
EXHIBIT D — CONFIDENTIALITY SUPPLEMENT
D1 Non-Disclosure: Neither party shall disclose the other party’s pricing, commercial terms, operational processes, or proprietary methodologies to any third party, including competitors, without prior written consent.
D2 Security Measures: Both parties shall implement and maintain appropriate technical and organisational security measures to prevent unauthorised access to or disclosure of Confidential Information.
D3 Employee and Contractor Obligations: Each party shall ensure that all employees, agents, and Subcontractors with access to the other party’s Confidential Information are subject to written confidentiality obligations no less stringent than those set out in these Terms and Conditions.
EXHIBIT E — ENVIRONMENTAL COMPLIANCE
E1 Andor Group operates in accordance with its ISO 14001-accredited Environmental Management System. Our Environmental Policy is available upon request.
E2 Waste arising from the delivery of Services will be managed in accordance with the Environmental Protection Act 1990, the Waste (England and Wales) Regulations 2011, and all other applicable waste management legislation.
E3 Andor Group is committed to reducing carbon emissions across its operations. We are in the process of developing a Net Zero transition plan and encourage Clients to engage with and support our sustainability initiatives where practicable.
EXHIBIT F — DISPUTE RESOLUTION PROCEDURES
F1 All formal disputes should be raised in writing, addressed to: The Directors, Andor Group Limited, 20-22 Wenlock Road, London, N1 7GU, or by email to info@andorgroup.com.
F2 Mediation will be conducted by a neutral third party agreed between the parties. If the parties cannot agree on a mediator within ten (10) days of a proposal to mediate, a mediator will be nominated by the Centre for Effective Dispute Resolution (CEDR).
F3 Where arbitration is agreed in writing, proceedings will be conducted in England in accordance with the LCIA Arbitration Rules or such other arbitration rules as the parties may agree. The arbitrator’s decision shall be final and binding on both parties.
Andor Group Limited
20-22 Wenlock Road, London, N1 7GU
Tel: 020 4602 3974 | Email: info@andorgroup.com | www.andorgroup.com
Registered in England and Wales. Company Registration No: 13855236
SIA Approved Contractor | ISO 9001 | ISO 14001 | ISO 45001