This page explains how to cancel the Home Intelligence Service and how to return the Intelligence Hub. It is issued by Smart City Operating System Limited (scOS, we, us, our), company number 13569571.
The legally binding cancellation, cooling-off and Hub-return terms are in the Home Intelligence Service Agreement at scos.co.uk/home-intelligence-service-agreement (the Service Agreement). This page is the plain-English version of those terms.
This page does not apply to the Business Intelligence Service. That Service is governed by the Business Intelligence Service Agreement.
Nothing here affects your statutory rights, including rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Cancel anytime
There is no long-term contract and no exit fee for cancelling the subscription itself.
- You may cancel at any time.
- Subscription billing starts on the day the Hub is enrolled on your account (installation or setup). An earlier order is not billed until that day.
- After the cooling-off period, the Service continues until the end of the period you have already paid for. We do not refund a part-used month after that period has begun, except where section 3 applies.
- When the Service ends we remotely wipe the Hub. Download anything you want to keep before you cancel. Wiped data cannot be recovered.
- Cancelling the subscription does not let you keep the Hub. The Hub is ours. You must return it (section 4).
How to cancel
Tell us clearly that you want to cancel. 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 your CaelusView account, use that.
We will not make you fill in a form, we will not make you telephone us, and we will not make cancelling harder than signing up.
UK law also requires us to give you an official model cancellation form. It is in Schedule 1 of the Service Agreement. You do not have to use it. It is there if you prefer a template. Any clear statement that you want to cancel is enough.
We will confirm your cancellation and the date the Service ends, and we will arrange the Hub return.
When the subscription ends we cancel the GoCardless Direct Debit mandate we hold for it. You can also cancel a Direct Debit through your bank.
2. The Intelligence Hub is on loan
The Hub is scOS property. It is loaned to you for the subscription. No amount of payment gives you ownership.
On cancellation we remotely wipe the Hub and you must return it, with its power supply and any accessories we supplied, within 14 days of the day you tell us you are cancelling (or, if later, the day the Service ends).
If you return the Hub within that period, in the condition reasonably expected after reasonable care, there is no non-return charge and no administration charge.
3. Your 14-day cooling-off right (once, at the start)
If you are a consumer who entered into the Service Agreement at a distance (for example online or by telephone), you have a legal right to cancel within 14 days, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
The 14 days run from the day after the day the contract is made. For an online order, that is the day after we email you the confirmation. The 14 days do not start again each month you pay.
If the Service has started
Because the Service is of no use until it is running, checkout asks you, in an unticked box, whether you want us to start during the cooling-off period. The Service, and subscription billing, start when the Hub is enrolled on your account.
- If you did not ask us to start, we will not enrol or activate the Service until the 14 days end. If you cancel in time, you pay nothing for that period.
- If you did ask us to start, and you then cancel within the 14 days, you pay only for the time the Service was actually on. We calculate that as the monthly fee multiplied by the hours from enrolment until you tell us you are cancelling, divided by the hours in that billing month. We refund the rest.
- You lose the statutory cooling-off right only if the Service has been fully provided within the 14 days, you asked us to start, and you acknowledged you would lose the right. This is a rolling monthly service. Starting it during the 14 days does not, by itself, mean it has been fully provided.
We will refund payments we have received from you, less any proportionate amount properly due, within 14 days of being told you are cancelling. You must still return the Hub (section 4).
If you cancel before the Hub is enrolled, and the Service has not started, there is nothing to pay for the Service.
To cancel in the 14 days, use any method in section 1. We will acknowledge on a durable medium (normally email) without delay.
This cooling-off right is in addition to your right to cancel at any time under section 1.
4. How the Hub comes back
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: System, Account, Account Id. Without that paper we may not be able to match the Hub to your account.
Also include the original power supply and any accessories we supplied. 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 our London correspondence address. Returns go to the Caddington address above, or leave the Hub with us when we collect.
Hub condition
Return the Hub in the condition reasonably to be expected if you have taken reasonable care of it. Ordinary wear is fine. Damage caused by dropping, liquids, opening the case, electrical misuse or tampering is not.
5. If the Hub is not returned
These figures are the ones in the Service Agreement. We do not add any other non-return charge on this page. Optional extras you have asked us to supply (for example an external hard disk) are separate, and only if we agreed them with you first. Camera supply and camera installation are billed by the installer we arrange, not by us.
We are not VAT registered. The amounts below are the amounts payable. We do not add VAT.
If the Hub is not in our hands within the 14-day return period, we charge:
| What | Charge | If you later return it undamaged |
|---|---|---|
| Intelligence Hub not back within 14 days | £156 | We refund the £156 and keep £30 for the delay, because we then have the Hub again |
| Power supply not returned with the Hub | £12 | The power-supply charge 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, and they protect our interest in the loaned-device fleet. A written breakdown is available on request. The charge will never exceed the reasonable replacement cost of the Hub model we actually supplied to you.
The charge applies if you do not return the Hub, or if you lose it or damage it beyond repair 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 you taking reasonable care of it and keeping it at the installation address.
If we go to court for the return of the Hub as well as charging this sum, we do not keep both the Hub and the £156. A late undamaged return is handled in the table above.
6. Care of the Hub, faults, and being offline
Keep the Hub:
- indoors, in a cool space (about 10 to 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 open the Hub, connect to it directly, or change its electrical settings. The Hub is our computer. Doing those things is a breach of the Service Agreement. We may suspend the Service, disable the Hub, require its return, charge for damage, and, where we believe a criminal offence has been committed (including under the Computer Misuse Act 1990), report it to the police.
We monitor whether the Hub and the connected cameras are online, so we can keep the Service running and deal with faults before you have to report them. 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, or your broadband or power is down, that is not a fault by us and it is not a refund.
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, while your subscription is active and the Hub has been reasonably cared for. We do not give an automatic refund because the Hub has been offline for a few days. Your statutory rights still apply, including a reduction in price if we fail to perform the Service with reasonable care and skill.
There is no separate 1-year warranty badge. The Hub is loaned. The repair or replacement promise above lasts for as long as the subscription is active and the Hub has been reasonably cared for.
We do not manufacture or brand cameras, and we do not sell them as our product. If you need cameras, we arrange a third-party installer. You do not have to find one yourself. That installer supplies, fits and bills you separately. We do not take payment for the cameras or the camera installation. Camera warranties are the manufacturer's.
7. A note on security
scOS will never ask you to access the Intelligence Hub directly. If anyone claiming to be us, by phone, email or text, asks for your app credentials, or asks you to open, connect to or modify the Hub, treat it as phishing. Check with us via scos.co.uk/contact.
8. Data after cancellation
- Access to the Service, to CaelusView, and to the scOS mobile app ends on your service end date.
- The Hub is remotely wiped.
- Cloud alert data is then deleted on the retention schedule in the Service Privacy Policy.
- Download anything you want to keep before you cancel.
9. How to contact us
Smart City Operating System Limited
Registered office (legal identity): 71 Manor Road, Caddington, Luton, LU1 4EE
Correspondence: 4th Floor, Silverstream House, 45 Fitzroy Street, London W1T 6EB
Hub returns: 71 Manor Road, Caddington, Luton, LU1 4EE
Company number 13569571