Home Intelligence Service Agreement

This Service Agreement (the Agreement) sets out the terms on which Smart City Operating System Limited (scOS, we, us, our) provides the Home Intelligence Service to you, the customer (you, your). It applies to residential consumers at properties in England and Wales.

How this Agreement fits with our other documents. This Agreement is the primary document for the Home Intelligence Service. For that Service, it prevails over our Website Terms of Service and any other website terms. The Website Terms of Service govern only use of our website and online store. They do not form an entire agreement for the Service, they do not contain a consumer indemnity, and they do not let us change the price of a Service we have already accepted except under clause 7.4 of this Agreement.

How we handle personal data is set out in the Service Privacy Policy. How to cancel and return the Hub is also summarised at scos.co.uk/refund. If that page and this Agreement ever differ, this Agreement prevails.

Nothing in this Agreement affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This Agreement does not apply to the Business Intelligence Service. That Service is governed by the Business Intelligence Service Agreement at scos.co.uk/business-intelligence-service-agreement.

1. About scOS and how to contact us

• Trader: Smart City Operating System Limited, registered in England and Wales, company number 13569571, trading as “scOS”.
• Registered office (legal identity and geographical address): 71 Manor Road, Caddington, Luton, LU1 4EE.
• Correspondence address (post): 4th Floor, Silverstream House, 45 Fitzroy Street, London W1T 6EB.
• Hub returns address: Smart City Operating System Limited, 71 Manor Road, Caddington, Luton, LU1 4EE. We prefer to collect the Hub (clause 8.6). Do not post Hubs to the London correspondence address.
• Email: hello@scos.co.uk.
• Telephone: +44 (0)333 038 9937.
• Contact page: Contact Us, the single place for email, telephone and other methods.
• Data-protection enquiries and complaints: Contact Us or /privacy/complaints/. Postal complaints: Smart City Operating System Limited, 4th Floor, Silverstream House, 45 Fitzroy Street, London W1T 6EB.
• ICO registration: ZB346678.

All official scOS emails use the scos.co.uk domain. We will never contact you from another domain to ask you to access your Intelligence Hub directly or to share your app or account credentials.

2. The Home Intelligence Service

2.1 What the Service is

The Home Intelligence Service (the Service) is a residential property-monitoring service for properties in England and Wales. It comprises:

• an scOS-owned Intelligence Hub (the Hub) supplied to you on loan. The Hub is the only hardware product we manufacture. We do not manufacture or brand cameras, and we do not sell or import them as our product. Cameras at the property are yours, or are supplied by a third-party installer under a separate contract with that installer (clause 2.8). The Hub is compatible with most NVRs;
• connection of your compatible cameras to the Hub, which ingests their video at the property and can send output actions to connected devices (for example a spoken warning on speakers);
• event footage stored on the Hub at the property. If you have opted for an external hard disk attached to the Hub, 24/7 recording is stored on that disk at the property;
• behavioural detection of activity at your property, performed in our cloud. The Hub does not run the analytics; and
• alerts and information delivered to you through the CaelusView portal and the scOS mobile app, and, where you have connected speakers or horns, automated audio voice-challenges at the property (clause 2.6).

Professional installation of the Hub is included. We may instead post the Hub to you for self-setup.

2.2 How detection works, and what it does not do

The Service uses behavioural detection. It analyses what is happening at your property and notifies you about activity that may need your attention. It does not identify who a person is.

The Service is probabilistic. Today it does not:

• use facial recognition;
• uniquely identify who a person is;
• match anyone against a database of identities or a watchlist; or
• classify or maintain lists of “known” or “unknown” people.

It performs detection and classification of what is happening. Detection results are estimates, not certainties. The Service may miss events, or may flag ordinary activity. It is a tool to help you keep an eye on your property. It is not a guarantee that any particular event will be detected or reported.

We may later add a household identity feature (for example so the Service can tell residents from strangers, for your security only). That would not be part of the Service until we have given you a new notice, completed a data-protection impact assessment, and put the extra legal steps in place. This paragraph is not your consent.

2.3 How we communicate with you

Alerts and Service information are delivered to you only through CaelusView and the scOS mobile app (including push notifications from that app). On iOS we use Apple's Critical Alerts for security events, where you allow them. A notification may include a small snapshot so you can see the alert quickly. We do not deliver Service alerts through WhatsApp, SMS or other third-party messaging platforms.

Notification delivery depends on your device, operating system, network connection and notification settings, and on third-party platforms (for example Apple and Google push services) that are outside our control. We cannot guarantee that any individual notification will be delivered, or delivered at a particular time.

2.4 Not an emergency service

The Service is not an emergency service, an alarm-receiving centre, or a monitored-response service. We do not, and are not able to, dispatch police, fire, ambulance, keyholders or guards. No person from scOS watches your property or receives your alerts. Alerts go to you, the account holder.

In an emergency, or if you believe a crime is in progress, call 999 immediately. Do not rely on the Service in place of the emergency services or a professionally monitored alarm.

We are not licensed by the Security Industry Authority. We are not NSI or SSAIB accredited. We do not operate an alarm-receiving centre. We do not obtain Unique Reference Numbers for police response. We do not claim that using the Service will reduce your insurance premiums.

2.5 Learning period

Where a camera has automated training contributions switched on, the Service goes through a learning period while it tunes to that camera. This is typically two weeks from when those contributions are enabled, and again after a significant change to that camera or to the property layout. During that period you may receive more alerts than usual, or alerts for ordinary activity. Cameras without training contributions enabled do not go through this learning period. This does not reduce our duty to provide the Service with reasonable care and skill.

2.6 Automated audio voice-challenges

Where you have connected speakers or horns, the Service may automatically play a spoken warning (a "voice-challenge") to a person at your property. You should know the following before you subscribe:

• The voice is AI-generated (synthetic). It is not a live person speaking.
• It is automated. No human at scOS is listening, watching live, or reviewing the message before it plays.
• It is a deterrent, not a dispatched response. Consistent with clause 2.4, a voice-challenge does not mean anyone has been dispatched and does not mean a security team is responding, because, in this Service, there is none.
• What it may say. The message is a general warning that the area is private and that the person should leave. It will never claim to recognise or identify a person, accuse anyone of a crime, use anyone's name, or make threats.
• What a voice-challenge does not do. It is an audible warning and nothing more. It does not send anyone to your property, does not report anyone to the police or any other authority, and does not cause any other action to be taken about the person challenged. No decision with legal or similar effects for any person is made from it.
• You cannot turn this feature off yourself. There is no customer switch in CaelusView or the app. If you (the customer) want automated voice-challenges paused or disabled, use Contact Us or tell your scOS Architect. We will pause or disable them for your property when you ask. A complaint from someone else does not switch the feature off for the property.
• Your right to object and to a human review. If you, or a person who was challenged, thinks a voice-challenge was wrong, unfair or should not have played, you can object at any time, whether or not they are a customer, using the data-protection complaints route in clause 14. A person at scOS will review the alert and the classification that produced the announcement within 14 days, can correct that record, and can take steps to prevent a recurrence. Where the generated words are still held with the alert, we review those words too. Event video stays on your Hub. If the review needs it, we will ask you for it. If a disputed challenge is likely to recur for the same person or situation (for example a resident, a regular visitor or a neighbour), we will pause automated voice-challenges for that situation while the review is carried out.

2.7 Output actions to connected devices

The Hub can send output actions to devices you have connected, including the audio voice-challenge in clause 2.6 and other IoT outputs you attach. Where you connect ordinary smart lighting, the Service can operate that lighting. The Service does not operate locks, heating or appliances unless you have asked us to connect that device as an output. We do not dispatch anyone (clause 2.4).

2.8 Cameras and third-party installation

We do not manufacture or brand cameras, and we do not sell or import them as an scOS product. If you already have compatible cameras, we connect them to the Hub.

If you need cameras supplied, fitted or installed, we arrange a third-party installer. You do not have to find one yourself. That installer supplies, fits and bills you under their contract. scOS does not take payment for camera supply or camera installation. Professional installation of the Hub is included in this Service (or we may post the Hub for self-setup). Camera warranties are the manufacturer's.

3. Pre-contract information and starting the Service

3.1 Key pre-contract information

Before you are bound, we give you the information required by the Consumer Contracts Regulations 2013. A structured summary is in Schedule 2 and is confirmed to you on a durable medium (by email) under clause 3.4. In outline:

• Who we are: clause 1.
• The Service: clause 2, including that detection is probabilistic (2.2), that it is not an emergency service (2.4), and the automated voice-challenge feature (2.6).
• Total price: the monthly subscription price for your camera count, shown at checkout and confirmed in your subscription. We are not VAT registered, so VAT is not added. There are no hidden charges. The only further charge we make without a separate agreement is a Hub non-return charge if you keep, lose or damage the Hub after cancelling (clause 8.7). Optional extras you ask for, such as an external hard disk for 24/7 recording, are charged only if we agree the price with you first. Camera supply and camera installation are billed by the installer, not by us.
• Payment and performance: monthly Direct Debit; the Service starts on Hub setup and activation (clause 3.2).
• Duration and how to end it: a rolling monthly subscription with no fixed term; clause 8.
• Digital-content functionality and compatibility: the app and CaelusView need a compatible device and internet; the Hub is Ethernet-only and needs compatible RTSP cameras (clause 4).
• Your right to cancel within 14 days, and the model cancellation form: clause 8 and Schedule 1.
• Complaints: clause 14.

3.2 When the Service starts

The Service starts, and subscription billing starts, on the day the Hub is enrolled on your account. That is the installation or setup day. An order placed earlier is not billed until that day.

Professional installation of the Hub is included. We may instead post the Hub to you for self-setup. After you order we will contact you to agree how the Hub will be set up, and where we set it up in person we will offer you an appointment as soon as reasonably practicable.

Your account is created for you after you complete the order, using the checkout email address, or your scOS Architect sets it up. You can change that email in CaelusView. CaelusView is the online portal for the Service. The scOS mobile app does the same things on a phone.

3.3 Your express request to start during the cooling-off period

Because the Service is of no use until it is running, we will normally begin providing it during your 14-day cooling-off period. We will only start during that period if you ask us to. At checkout (and again in your confirmation) you will be asked to tick a box that reads:

I want the Home Intelligence Service to start when the Hub is enrolled, during my 14-day cancellation period. If I cancel after it has started, I will pay only for the hours it was on, as a proportion of that month's fee. Starting a rolling monthly service does not, by itself, mean it has been fully provided. I would lose the 14-day right only if the Service were fully provided within those 14 days.

This box is not pre-ticked. If you do not tick it, the Service will not start until your cooling-off period ends (see clauses 8.3 and 8.4).

3.4 Confirmation on a durable medium

Before Hub setup we will send you, by email, a confirmation of this Agreement (including Schedules 1 and 2), so that you have it in a form you can keep. If you asked us to start during the cooling-off period, that confirmation will record your express request.

4. Your responsibilities

4.1 Technical requirements

You are responsible for providing and maintaining:

• a broadband connection with at least 0.5 Mbit/s of upload for each IP camera that uses the Intelligence Service, and not less than 2 Mbit/s of upload in total. That figure is for the Intelligence Service only. Local recording on the Hub or an external disk does not use this upload;
• extra upload while you watch live view from outside the property. The live picture is the camera's own stream. On the cameras we measure, that is about 8 Mbit/s per camera you watch at the same time. Allow 10 Mbit/s of upload per camera being watched, on top of the Intelligence Service figure. Watching on the same network as the Hub does not use this upload. Live view is not part of the minimum for the Service itself;
• a wired Ethernet connection to the Hub from a trusted network source (the Hub is Ethernet-only); and
• IP cameras (wired RTSP). Check the current compatibility guidance before buying cameras.

These upload figures come from the analytics feed the Hub actually sends: about one substream image a second per intelligence camera. A link that is only just large enough will drop images, so the figures include headroom.

If you want advice on a UPS (uninterruptible power supply), contact us. We are not responsible for the performance of the Service to the extent it is affected by your internet connection, network, cameras, electricity supply or other equipment outside our control. This does not reduce our own duty of reasonable care and skill.

4.2 Your duties as a CCTV operator

If your cameras capture images of people, you may have legal responsibilities as the operator of a domestic CCTV or monitoring system. This is your responsibility, not ours. In particular:

• Coverage. Where your cameras capture images beyond the boundary of your own property, for example a neighbour's property, a shared space, a pavement or a road, the UK GDPR and the Data Protection Act 2018 are likely to apply to you as a data controller for that footage. Follow the ICO's guidance for domestic CCTV at ico.org.uk/for-the-public/home-cctv-systems. If that page moves, start at ico.org.uk.
• Minimise coverage. Position and configure cameras so they cover no more of other people’s property or public space than is necessary.
• Transparency. Where appropriate, let people know recording is taking place, for example with clearly visible signage. Because the Service can play automated audio voice-challenges (clause 2.6), signage that also mentions audio is good practice.
• Requests from others. You are responsible for responding to requests from individuals about footage of them (for example subject access requests), and to lawful requests from the police or other authorities.
• Lawful use. Use the Service, your cameras and any footage lawfully, and only for legitimate home-security and property-monitoring purposes. Do not use them to harass, stalk or unlawfully surveil any person.

You are responsible for the recorded footage stored on your Hub. Event footage stays on your Hub, at the property. If you have opted for an external hard disk attached to the Hub, 24/7 recording is also stored on that disk at the property. The Hub is compatible with most NVRs. There is no scOS cloud library of event video or of that 24/7 archive. All behavioural detection runs in our cloud: the Hub sends video needed for analysis to us, as described in the Service Privacy Policy. Short frames used for that analysis are processed and then discarded. Alert records and classifications are held in our cloud for a limited period. We have no technical means to access, search or retrieve the recorded-footage archive held on your Hub.

4.3 Hub care and account security

You must care for the Hub as set out in clause 6.4, and keep your account and app credentials secure and unshared.

5. Payment

• The Service is a monthly subscription with no fixed term, paid by Direct Debit via our payment provider (GoCardless). By subscribing you authorise that Direct Debit.
• Pricing is tiered by camera count (up to 24 cameras). The price for your camera count is the price shown at checkout and confirmed in your subscription. The Hub and professional Hub installation (or posting the Hub for self-setup) are included at no separate charge. Camera supply and camera installation, if you need them, are arranged by us and billed by the installer, not by us (clause 2.8). An external hard disk for 24/7 recording is optional. We can supply one. The extra monthly charge depends on the size of the disk and is confirmed with you before you take it. It is not included in the standard subscription. Event footage stays on the Hub either way.
• VAT. We are not VAT registered. Prices are not subject to VAT, and we do not add VAT.
• Non-payment. If a payment fails or your subscription falls into arrears, we may suspend the Service until payment is brought up to date (clause 8.8). Suspension or termination does not remove any Hub-return obligation.

No amount or duration of payment gives you any ownership of, or interest in, the Hub (clause 6).

6. The Intelligence Hub (loaned equipment), care and product security

6.1 The Hub is on loan

The Hub, its power supply and any accessories we supply with it remain scOS property at all times. They are supplied on loan. You hold them as a bailee for the duration of your subscription.

No period of payment, however long, and no use of the Hub, however extensive, gives you ownership, an equitable interest, a lien, or a right to keep the Hub.

You must:

• keep the Hub in your sole possession at the installation address;
• not sell, pledge, charge, assign, sub-let, lend, modify, dismantle, open, decompile, attempt to extract firmware or software from, remove identifiers from, or take the Hub outside the United Kingdom, without our prior written consent; and
• not affix the Hub to land in a way that would make it a fixture: it remains a chattel of scOS.

While you hold the Hub, your duty is to take reasonable care of it. You are not an insurer of it. Clause 8.7, not a transfer of all risk, decides when a charge is due if the Hub is lost, damaged or not returned. Once we or our carrier have the Hub back, that duty ends.

Although the Hub is loaned rather than sold, it is supplied under this Agreement and your statutory rights under the Consumer Rights Act 2015 in respect of goods we supply, including that the Hub must be of satisfactory quality, fit for purpose and as described, apply to it and are not excluded (see clause 10.1).

6.2 Anti-tampering

The Hub is our computer. You must not, and must not allow anyone else to, open it, connect to it directly, change its electrical or software settings, or attempt unauthorised access to the Hub, the scOS app, CaelusView, or our systems. That includes hacking, reverse engineering, bypassing security, intercepting traffic, or extracting firmware.

Those acts are a breach of this Agreement. If we reasonably believe you have done any of them, we may suspend or terminate the Service, remotely disable the Hub, require its return under clause 8, and charge you for damage. We will not enter your premises without your consent or a court order. If you do not return the Hub we may apply for delivery up under the Torts (Interference with Goods) Act 1977 and charge the non-return charge in clause 8.7.

Because we own the Hub and we have not authorised that access, it can also be a criminal offence under the Computer Misuse Act 1990. Section 1 covers unauthorised access. Section 3 covers unauthorised acts that impair the operation of a computer. Where we believe an offence has been committed, we may report it to the police. We do not promise that a prosecution will follow.

scOS will never ask you to access the Intelligence Hub directly. If anyone claiming to be us asks for your credentials or asks you to open, connect to or modify the Hub, treat it as phishing and check with us.

6.3 Repair and replacement

While your subscription is active and the Hub has been reasonably cared for, if the Hub is faulty we will repair it with a software update where that will fix it. Otherwise we will replace it, at no extra charge. There is no separate 1-year warranty. The Hub is loaned, and this repair or replacement promise lasts for the subscription, not for a fixed 12 months.

Your statutory rights under the Consumer Rights Act 2015 are not limited by this clause and are not limited to 12 months.

We do not manufacture, brand or sell cameras (clause 2.8). Camera warranties are the manufacturer's.

6.4 Hub-care conditions

For longevity, keep the Hub:

• indoors, in a cool space (about 10–24°C);
• well ventilated;
• in air that is not very humid (relative humidity below about 60%) and not very dusty; and
• connected by Ethernet to a trusted internet source only.

You must not drop, shake, heat or impact the Hub, open it, connect to it directly, or modify its electrical settings. See clause 6.2.

6.5 Product-security commitments (PSTI)

The Hub is a connectable product. We are its manufacturer.

• Statement of Compliance. A Statement of Compliance has not yet been issued for any Intelligence Hub. We will issue one and send it to you. We will not wait to be asked. Once a Statement exists, new Hubs will be accompanied by it (in the box or with your confirmation documents).
• Security updates. Security updates follow the Intelligence Hub itself. The end date is the date published for that Hub when we first supplied it to any customer. A later loan, including a loan to you after another customer has used it, does not start a new period and does not move the end date later or earlier. A Hub first supplied on or after 27 July 2026 is supported until 31 October 2031 unless we extend that date. A Hub we first supplied before 27 July 2026 is supported until 30 June 2028 unless we extend that date. We may extend an end date. We will not bring one forward. Receiving a Hub in a later year does not, by itself, give that Hub a later end date. A new model would have its own period. We do not have to replace every deployed Hub when we release a new model. The Statement of Compliance, when issued, will state the period that was correct when we first supplied that Hub. This commitment is about the Hub. It does not depend on you paying for the Service. It does not stop because your subscription ends, or because the Hub is loaned to another customer, while that Hub is still inside its support period.
• Vulnerability reporting. You can report a security vulnerability as described on our vulnerability disclosure page. We will acknowledge and act on reports in line with that page.

7. Availability, updates and changes

7.1 Availability

We monitor whether the Hub and the connected cameras are online, so we can keep the Service running and deal with faults. If the Hub goes offline, for any reason, we alert you and we are alerted. Do not unplug the Hub unless we advise you to. If you unplug it, the Service stops, and that time is not a fault by us.

We use reasonable efforts to keep the cloud parts of the Service available. This Agreement does not promise an uptime percentage, a service-level agreement, or a downtime-credit scheme. A few days offline is not, by itself, a refund. If we fail to perform the Service with reasonable care and skill, your statutory right to a price reduction still applies.

The Service may be unavailable from time to time, including for maintenance, updates, or reasons outside our control. We will try to keep planned maintenance short and, where we reasonably can, to tell you about it in advance.

This clause does not exclude or limit our duty to supply the Service with reasonable care and skill under the Consumer Rights Act 2015, or any other statutory right you have.

Availability of our platform is not a promise about detection. Whether any particular event is detected is governed by clauses 2.2 and 10, not by this clause 7.

7.2 Updates

We issue software and firmware updates often. They can be daily. They are applied automatically, including over the air to the Hub, to maintain, improve or secure the Service. Security updates are provided as described in clause 6.5. Feature updates may change or remove features. We will not remove a core feature you rely on without notice under clause 7.4.

7.3 What availability does not cover

We are not responsible, except to the extent caused by our failure to use reasonable care and skill, for unavailability caused by your broadband, local network, electricity supply, cameras or UPS, or by third-party push-notification platforms (Apple, Google).

Event footage and any 24/7 recording stay on the Hub or on an external disk at your property. We do not hold that archive. We are not responsible for loss of those local recordings where the cause is your broadband, power, unplugging the Hub, or a disk we do not control. If the Hub itself is faulty, clause 6.3 applies. This does not remove our duty to perform the cloud detection Service with reasonable care and skill.

7.4 Changes to this Agreement, the Service or the price

This is a rolling agreement. We may change this Agreement, the Service or the price by giving you at least 30 days’ notice (for example by email or in-app notice). If you do not accept a change, you may cancel before it takes effect, and you will not pay any early-exit or non-return penalty for doing so. Your only obligation is to return the Hub (clause 8). We will make this right to cancel clear in the change notice. Continuing to use the Service after a change takes effect means you accept it, except that for a materially onerous change we will not treat mere continued use as acceptance without a clearer opt-in.

We will not change the price of a Service we have already accepted except under this clause 7.4.

8. Your cancellation rights, Hub return, suspension and termination

8.1 Your 14-day right to cancel (cooling-off)

As a distance-contract consumer you have the right to cancel within 14 days without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The 14 days run from the day after the day you enter into this Agreement (for an online order, the day after the confirmation email). They do not start again each month you pay. Subscription billing still starts only when the Hub is enrolled (clause 3.2).

8.2 How to cancel (cooling-off or later)

To cancel, tell us clearly. A simple message is enough. You can:

• use Contact Us;
• email or telephone us using the details on the contact page;
• tell your scOS Architect; or
• if a cancel option is available in CaelusView, use that.

We do not require you to telephone, we do not require a form, and we will not make you jump through extra steps.

UK law also requires us to give you the model cancellation form in Schedule 1. You do not have to use it. Any clear statement that you want to cancel is enough.

We will acknowledge your cancellation on a durable medium without delay.

8.3 If you asked us to start during the 14 days

If you ticked the box in clause 3.3 and you then cancel within the 14 days, you must pay only for the time the Service was actually on. That amount is the monthly fee multiplied by the hours from enrolment until you tell us you are cancelling, divided by the hours in that billing month. You lose the statutory right to cancel only if the Service has been fully provided within the period, you had asked us to start, and you acknowledged you would lose the right. If you cancel before enrolment, and the Service has not started, there is nothing to pay for the Service.

The Home Intelligence Service is a rolling monthly service. Starting it during the 14 days does not, by itself, mean it has been fully provided. You normally keep the 14-day right and, if you asked us to start, you pay only for what you have used.

If you did not ask us to start during the 14 days, you pay nothing for the cooling-off period.

8.4 Effects of cancellation within the 14 days

• Refund. We will refund all payments received from you, less any proportionate amount properly due under clause 8.3, within 14 days of being told you are cancelling.
• Return of the Hub. You must return the Hub (and its power supply) under clause 8.6 within 14 days of telling us you are cancelling.
• Non-return charge. Clause 8.7 applies if you keep the Hub.
• Your footage and account. On cancellation the Hub is remotely wiped and your cloud alert data is deleted in line with the Service Privacy Policy. Download anything you want to keep before you cancel: it cannot be recovered afterwards.

8.5 Ending the Service after the cooling-off period

There is no fixed term. You may cancel at any time under clause 8.2. The Service then continues until the end of the period you have already paid for. Partial months already paid are not refunded, except under clause 8.4. You will not be charged for any period after that paid period ends.

When the subscription ends we cancel the GoCardless mandate we hold for it. You can also cancel a Direct Debit through your bank.

8.6 How the Hub is returned

We prefer to collect the Hub from your home. We will contact you to agree a collection time.

If we cannot collect it, you must post it to:

Smart City Operating System Limited 71 Manor Road Caddington Luton LU1 4EE

You must include a piece of paper stating your Account Id. Find it in CaelusView under System, Account, Account Id. Also include the original power supply and any accessories we supplied, and pack the Hub so it is reasonably protected in transit.

If we ask you to post the Hub, we will tell you at the time whether we are sending a prepaid label or reimbursing reasonable postage on proof. Risk in the Hub passes back to us when we, or our carrier, receive it.

Do not post Hubs to the London correspondence address.

You must return the Hub within 14 days of telling us you are cancelling or, if later, of the day the Service ends.

8.7 Non-return charge

If you return the Hub within the 14-day return period, in the condition reasonably expected after reasonable care, there is no charge.

If the Hub is not in our hands within those 14 days, we charge £156. We treat the Hub as unavailable for the next customer. If the power supply is also not returned, we charge a further £12.

We are not VAT registered. These amounts are the amounts payable. We do not add VAT.

If you return the Hub undamaged after those 14 days, we refund the £156, because we then have the Hub again, and we keep £30 for the delay. The £12 still applies if the power supply is missing.

These figures are a genuine pre-estimate of our cost of sourcing, securely provisioning, keying and shipping a replacement Hub, and they protect our legitimate interest in the integrity of our loaned-device fleet. A written breakdown is available on request. The charge will never exceed the reasonable replacement cost of the Hub model actually supplied to you.

The charge applies if you do not return the Hub, or if you lose it or damage it because you did not take reasonable care of it, including taking it away from the installation address without our consent.

We will not charge you where the Hub is lost, destroyed or damaged through no fault of yours, and you tell us promptly. Examples are fire, flood, or theft of the Hub despite your taking reasonable care of it and keeping it at the installation address.

Nothing in this clause stops us seeking return of the Hub itself under the Torts (Interference with Goods) Act 1977 as well as charging the non-return charge. If the Hub comes back undamaged, the £156 is refunded as set out above. We do not keep both the Hub and the £156.

8.8 Suspension or termination by us

We may suspend or terminate the Service if you materially breach this Agreement (for example non-payment, misuse, or tampering with the Hub), or where the law requires it. Where practical and appropriate we will give you notice and a chance to put things right first.

8.9 What happens on any termination

Your access to the Service, to CaelusView, and to the scOS mobile app ends. The Hub is remotely wiped (download what you want to keep first). You must return the Hub under clauses 8.6 and 8.7. Re-joining later is subject to our then-current terms, pricing and installation requirements.

9. Data and privacy

How we handle personal data and footage is set out in full in the Service Privacy Policy. In summary, and without limiting that policy:

9.1 Who controls what

• You are the data controller of your own cameras and the footage they record, and for how much of other people’s property or public space your cameras cover (clause 4.2).
• scOS is the controller of the detection outputs, alerts and account data it processes in its cloud to provide the Service, and is an independent controller for any model-improvement processing you opt into (clause 9.3). Where we later provide the Service through a white-label partner that operates an alarm-receiving centre, we and that partner would be joint controllers for the live detection and alerting, and you would be told who is responsible for what.

9.2 Where your data is processed

Event footage stays on your Hub, on your premises. If you have opted for an external hard disk, 24/7 recording stays on that disk at the property. All behavioural detection runs in our cloud: the Hub sends video needed for analysis to us. Short frames used for that analysis are processed and then discarded. Alert records and classifications are held in our cloud for a limited period (see the Service Privacy Policy).

For the cloud parts of the Service we use named service providers. Most cloud processing takes place in the United Kingdom and the European Economic Area (for example secure hosting in Amazon Web Services’ Ireland and London regions). Some features rely on providers located in, or that may route data to, the United States, in particular Modal Labs, Inc. (used to classify short alert-candidate video frames), Google (used to generate written security briefings) and ElevenLabs, Inc. (used to generate the AI voice-challenge in clause 2.6). Who they are, and the transfer position, are set out in the Service Privacy Policy. We do not claim that all processing takes place in the UK or EEA.

9.3 Training Contributions

You may optionally allow footage from a camera to be used to improve our detection models. This is a per-camera setting. It is off by default. For you as the account holder it requires your consent. You can switch it on in CaelusView or the app, or ask us to switch it on. You can withdraw that consent at any time. No Training Contributions are made unless it has been switched on. People who appear in that footage are not asked separately; that processing is explained in the Service Privacy Policy.

We do not sell your data, share it with advertisers, or otherwise monetise it.

10. Our responsibility to you (liability)

10.1 Liabilities we never exclude. Nothing in this Agreement excludes or limits our liability where it would be unlawful to do so. In particular, we do not exclude or limit our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• defective-product liability under the Consumer Protection Act 1987 Part I; or
• any other liability that cannot be excluded or limited under applicable law.

We do not exclude the duty to perform the Service with reasonable care and skill. If we fail that duty, you can require repeat performance or a price reduction under sections 54 to 56 of the Consumer Rights Act 2015. Clause 10.5 does not cut those remedies down. Other damages, where the law allows a limit, are limited by clause 10.5.

10.2 Foreseeable loss. We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this Agreement or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable. What this means when the Service does not detect or deter a particular incident is clause 10.3. Clause 10.2 does not promise that every incident will be detected. Clause 10.3 does not remove the responsibility this clause describes.

10.3 The Service is a monitoring aid, not a guarantee of detection

(This clause 10.3 is subject to clause 10.1 in every case.)

(a) The Service is probabilistic (see clause 2.2). It is designed to help you keep an eye on your property. It does not promise to detect, or to notify you of, every event, and it may miss events or flag ordinary activity. A failure to detect or notify you of a particular event is not, by itself, a breach of this Agreement.

(b) This does not remove our duty to provide the Service with reasonable care and skill. A miss that results from our failure to use reasonable care and skill is a breach. We do not exclude that duty. Where the law allows a cap, damages for that failure are limited by clause 10.5. The cap does not apply to the liabilities in clause 10.1, and it does not cut down a repeat performance or a price reduction under sections 54 to 56 of the Consumer Rights Act 2015. Clauses 10.2 and 10.3 are read together.

(c) The Service is not an emergency or guaranteed-response service (see clause 2.4). Except to the extent caused by our failure to use reasonable care and skill, we are not responsible for a burglary, theft, damage, trespass, injury or other loss occurring at your property. A loss of that kind is a matter for you, the emergency services and your insurer (see clause 10.4).

(d) Except to the extent caused by our failure to use reasonable care and skill, we are not responsible for non-delivery or delayed delivery of notifications caused by your device, network, notification settings or third-party push-notification platforms (such as the Apple or Google push services), or for failures caused by your internet connection, electricity supply, cameras or other equipment.

10.4 Insurance

The Service is not insurance and is not a substitute for it. Our fees are not insurance premiums. We are not an insurer. We do not insure you, your property or its contents against loss.

You should arrange and maintain appropriate buildings and contents insurance (and any other cover you need) for risks such as burglary, theft, damage and fire.

We may hold insurance for our own business. We make no representation that we hold any particular policy or any particular limit, and any insurance we hold is not for your benefit unless the law requires. You should not rely on us as your insurer.

The price of the Service reflects the fact that you, not scOS, carry these property risks and insure against them.

10.5 Limit on our remaining liability

This clause 10.5 does not apply to any liability listed in clause 10.1, which is unlimited, and does not affect your statutory rights. Subject to that, our total liability to you arising out of or in connection with this Agreement is limited to the greater of: (a) £2,500; and (b) an amount equal to the fees you paid us for the Service in the 12 months before the event giving rise to the liability. This limit does not apply to any liability the Consumer Rights Act 2015 does not allow us to limit. If we do not perform the Service with reasonable care and skill, you can require repeat performance or a price reduction under sections 54 to 56 of that Act. Clause 10.5 does not cut those remedies down.

11. Force majeure

We are not liable for any failure or delay in performing our obligations to the extent it is caused by events outside our reasonable control, wherever they happen. That includes power or internet failures, failures of third-party platforms or suppliers, extreme weather, fire, flood, pandemic, war, sanctions, failure of an undersea cable, a cloud-region outage we do not control, industrial action, or acts of government. This clause does not affect your statutory rights, and it does not excuse a security update we are still able to issue.

12. Referral programme

Where a referral programme is offered, its current terms (including any discount rates, referral caps and expiry) are published separately and may change. Participation is subject to those terms. Any referral discount does not create a forfeiture trap and does not affect your right to cancel under clause 8 or your price-change cancellation right under clause 7.4. No referral figures are restated in this Agreement.

13. Software licence (app and CaelusView portal)

We grant you a limited, personal, non-exclusive, non-transferable, revocable licence to use the scOS mobile app and the CaelusView portal for the duration of your subscription, solely to receive and manage the Service. You must not copy, modify, distribute, sell, sub-licence, reverse-engineer or attempt to extract the source of the app or portal, except to the extent the law permits despite this restriction. We (or our licensors) own, or are licensed to use, the app, the CaelusView portal, the Hub software and the other software that delivers the Service. We reserve all of our (and our licensors’) intellectual-property rights. This licence is not a transfer of ownership.

This licence does not reduce your statutory rights in respect of digital content under the Consumer Rights Act 2015, sections 34–36 (including that the app and portal must be of satisfactory quality, fit for purpose and as described). Those rights cannot be excluded.

14. Complaints, alternative dispute resolution and the ICO

• General complaints. If something goes wrong, use Contact Us so we can try to put it right.
• Alternative dispute resolution. We are not currently a member of an ADR scheme. If we cannot resolve a complaint, we will consider a request to use a CTSI-accredited alternative dispute resolution provider on a case-by-case basis and will tell you our decision in writing. Whether or not ADR is used, you may bring a claim in the courts.
• Complaints about how we handle personal data. You can complain to us about our handling of your personal data at Contact Us or /privacy/complaints/, or by post to Smart City Operating System Limited, 4th Floor, Silverstream House, 45 Fitzroy Street, London W1T 6EB. You do not need to be a customer. This includes anyone we have processed an alert or a classification about. Recordings and event footage are held by the property operator, not by us. We will acknowledge within 30 days as required by section 164A of the Data Protection Act 2018, and, where your complaint concerns an automated classification of you or your behaviour (including an automated voice-challenge under clause 2.6), a human will review the disputed classification within 14 days of your complaint. Clause 2.6 explains the pause we apply where a disputed voice-challenge is likely to recur.
• The ICO. You can complain to the Information Commissioner’s Office at any time, before, during or after complaining to us, at ico.org.uk/make-a-complaint or on 0303 123 1113. scOS is registered with the ICO, registration ZB346678. Complaining to us first is not a precondition.

15. General

• Assignment. You may not transfer this Agreement without our consent. We may transfer it, provided your rights are not adversely affected. If we assign or novate this Agreement to a different provider such that your counterparty changes, you may end this Agreement without penalty (returning the Hub under clause 8) if you do not wish to continue with the new provider.
• Stopping the Service. If we permanently stop the Service while we are solvent, we will agree with you whether the Hub is collected or transferred, and any non-return charge for that stop is waived. If we are in administration or liquidation, what happens to the Hub is decided by the insolvency office-holder and, where the law requires it, the court. This clause does not transfer title by itself.
• Notices. Notices to you are given by email to your account address or by in-app notice, and are treated as received the next day. Notices to us are given via Contact Us, by email to hello@scos.co.uk, or, for legal notices, by post to our registered office in clause 1, and are treated as received two working days after sending.
• Severance. If any part of this Agreement is found unenforceable, the rest continues.
• Governing law and jurisdiction. This Agreement is governed by the law of England and Wales, and disputes are subject to the non-exclusive jurisdiction of the courts of England and Wales. This does not deprive you of any protection you have under the mandatory law of the part of the UK where you live, or of your right to bring proceedings in your local courts.

16. Acceptance

You must be 18 or over and capable of entering into a binding contract. If we reasonably believe you are not, we may cancel the order, refund any payment taken, and require return of the Hub.

By subscribing to the Home Intelligence Service and completing checkout, you confirm that you have read and agree to this Agreement, the Website Terms of Service (for the website and store only) and the Service Privacy Policy.

Schedule 1: Model Cancellation Form

You do not have to use this form. A simple message via Contact Us, an email, a call, or a word with your scOS Architect is enough (clause 8.2).

UK law still requires us to give you this official template. The wording in the box below is the statutory model cancellation form from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134), Schedule 3, Part B, with our details inserted in the “To” line.

scOS guidance (not part of the statutory form): complete and return this form only if you wish to cancel the contract and prefer to use the template.

Model cancellation form

To Smart City Operating System Limited, 4th Floor, Silverstream House, 45 Fitzroy Street, London W1T 6EB; email: hello@scos.co.uk:

I/We [] hereby give notice that I/We [] cancel my/our [] contract of sale of the following goods []/for the supply of the following service [*],

Ordered on []/received on [],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

Schedule 2: Pre-contract information (CCR 2013 Schedule 2)

Displayed at checkout and confirmed on a durable medium under clause 3.4.