Service Agreement

1. About scOS and how to contact us

• Provider: Smart City Operating System Limited, a company registered in England and Wales (company number 13569571).
• Data protection registration: ICO registration ZB346678.
• Contact: support@scos.co.uk, or via the contact page at scos.co.uk/contact.

All official scOS communications and email addresses 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 (see clause 6 and the Terms of Service anti-phishing notice).

2. The Home Intelligence Service

2.1 What the Service is. The “Home Intelligence Service” (the “Service”) is a residential home and property monitoring service for UK properties. It comprises:

• an scOS-owned Intelligence Hub (the “Hub”) supplied to you on loan;
• connection of your compatible cameras to the Hub;
• cloud-assisted behavioural detection of activity at your property; and
• alerts and information delivered to you through the CaelusView portal and the scOS mobile app.

2.2 How detection works. The Service uses behavioural detection. It analyses what is happeningat your property — movement, behaviour and context — in broadly the way a person watching their own property would, and notifies you about activity that may be of interest.

The Service is probabilistic and does not:

• use facial recognition;
• build facial profiles or identity profiles of any individual;
• match anyone against a database of identities; or
• classify or maintain lists of “known” or “unknown” people.

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.

2.3 How we communicate with you. Alerts, snapshots and Service information are delivered to you only through CaelusView and the scOS mobile app (including push notifications from that app). 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 the Apple and Google push-notification 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, alarm-receiving centre or monitored-response service. We do not dispatch, and are not able to dispatch, police, fire, ambulance, keyholders or guards. 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.

2.5 Learning period. When your Service first starts, and after significant changes to your cameras or property layout, the Service goes through a learning period while it settles in and tunes to your property and its normal patterns of activity.

During the learning period (typically the first week, though this may vary) you may receive more alerts than usual, or alerts for ordinary activity, and detection may be less accurate than once the Service has settled. This is expected behaviour and is not a fault or a failure of the Service.

3. Starting the Service

The Service starts once your Hub is installed and activated and your cameras are connected. Professional installation is included. You will need a CaelusView account and the scOS mobile app to use the Service.

If you ask us to start the Service within your 14-day cooling-off period (see clause 8 and the Terms of Service), you accept that we may begin providing it during that period on the basis set out in clause 8.

4. Your responsibilities

4.1 Technical requirements. You are responsible for providing and maintaining:

• a broadband internet connection meeting our published minimum bandwidth requirements;
• a wired Ethernet connection to the Hub from a trusted network source (the Hub is Ethernet-only — see the Terms of Service Hub-care requirements); and
• compatible cameras. The Service supports wired RTSP cameras; please check the current compatibility guidance before purchasing cameras. A UPS (uninterruptible power supply) is recommended to keep the Hub and cameras running through short power interruptions.

We are not responsible for the performance of the Service to the extent it is affected by your internet connection, your network, your cameras, your electricity supply, or other equipment or services outside our control.

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. You should follow the Information Commissioner’s Office (ICO) guidance for home CCTV, available at ico.org.uk.
• Minimise coverage. You should position and configure cameras so that they cover no more of other people’s property or public space than is necessary for your purpose.
• Transparency. Where appropriate, you should let people know that recording is taking place, for example by using clearly visible signage.
• Requests from others. You are responsible for responding to any requests from individuals about footage of them (for example subject access requests), and to lawful requests from the police or other authorities.
• Lawful use. You must use the Service, your cameras and any footage lawfully, and only for legitimate home-security and property-monitoring purposes. You must not use them to harass, stalk or unlawfully surveil any person.

You are responsible for the recorded footage stored on your Hub. As explained in the Service Privacy Policy, footage is stored locally on your Hub and scOS has no technical means to access, search or retrieve it.

4.3 Hub care and account security. You must care for the Hub in accordance with the Hub-care conditions in the Terms of Service (including keeping it indoors, ventilated, within the specified temperature and humidity ranges, connected only by Ethernet to a trusted source, and free from dropping, opening or electrical modification). You must keep your account and app credentials secure and not share them.

5. Payment

• The Service is provided on a monthly subscription with no fixed term, paid by Direct Debit via our third-party payment provider (GoCardless). By subscribing you authorise the applicable Direct Debit.
• Pricing is tiered by camera count (up to 24 cameras). The current price for your camera count is the price shown to you at checkout and confirmed in your subscription. The Intelligence Hub is included in the subscription at no separate charge, and professional installation is included.
• Some orders may offer a separate instalment plan (for example a 3-month plan) for hub-related set-up costs, also collected by Direct Debit. Where offered, this is separate from your ongoing monthly Service fee and will be set out at checkout.
• VAT. Prices are inclusive of VAT where applicable.
• Non-payment. If a payment fails or your subscription falls into arrears, we may suspend the Service until payment is brought up to date (see clause 7). Suspension or termination does not remove any Hub-return obligations or charges under the Terms of Service.

No amount or duration of payment gives you any ownership of, or interest in, the Hub. The Hub remains scOS property at all times (see clause 6 and the Terms of Service).

6. The Intelligence Hub (loaned equipment)

The Hub is supplied to you on loan and remains scOS property at all times. You hold it as a bailee for the duration of your subscription. The full terms governing Hub ownership, your duties as bailee, permitted use, anti-tampering, remote disablement, return, and the Return / Non-Return Charges, are set out in the Terms of Service (Hub sections) and are not repeated here. Key points, for your convenience only:

• You must keep the Hub in your sole possession at the installation address and must not sell, pledge, modify, dismantle, decompile, or export it, or affix it as a fixture, without our consent.
• Unauthorised access to or tampering with the Hub is strictly prohibited. We may suspend or terminate the Service, remotely disable the Hub, and require its return. Tampering may also give rise to civil liability and to criminal liability under the Computer Misuse Act 1990.
• On termination you must return the Hub within the period, and subject to the charges, set out in the Terms of Service.
• If cared for in line with the Hub-care conditions and while your subscription is active, we will repair or replace failed Hub components, or the whole Hub, at no charge.

Please refer to the Terms of Service for the binding detail, including exact return timescales and charge amounts.

7. Availability, updates and changes

7.1 Availability (no SLA). We aim to provide a reliable Service and to use reasonable efforts to keep it available. However, the Service is provided on an “as is” and “as available” basis. We do not guarantee that the Service will be uninterrupted, timely, secure, error-free, or available at any particular level.

There is no service-level agreement (SLA), no uptime commitment and no downtime credits. The Service may be unavailable from time to time, including for maintenance, updates, or reasons outside our control. This clause does not exclude or limit our obligations to supply the Service with reasonable care and skill under the Consumer Rights Act 2015, or any other statutory right you have.

7.2 Updates. We may issue software and firmware updates (including over-the-air updates to the Hub) automatically and without prior notice, to maintain, improve or secure the Service. Updates may change or remove features.

7.3 Changes to this Agreement or the Service. 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 wish to accept a change, you may cancel before it takes effect, in line with clause 8. Continuing to use the Service after a change takes effect means you accept it. [SOLICITOR REVIEW: confirm the 30-day change mechanism, and any right-to-cancel-on-price-change wording, meets consumer-fairness requirements.]

8. Cancellation, suspension and termination

8.1 Your right to cancel (rolling term). There is no fixed-term contract— you may cancel at any time. To cancel, contact us via the contact page. We will confirm an end-of-service date and arrange collection or return of the Hub. Partial months are not refunded.

8.2 Statutory cooling-off. As a distance-contract consumer you have a 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as described in the Terms of Service. If you ask us to start the Service during that period, you accept pro-rata charging up to the point of cancellation, and you lose the right to cancel once the Service has been fully provided within the period. Hub return under the Terms of Service still applies on any cancellation, including during cooling-off.

8.3 Suspension or termination by us. We may suspend or terminate the Service if you materially breach this Agreement or the Terms of Service (for example non-payment, misuse, or tampering with the Hub), or where we are required to do so by law. Where practical and appropriate we will give you notice and an opportunity to put things right first.

8.4 What happens on termination. On termination, for any reason:

• your access to the Service and to CaelusView for the Service ends;
• the Hub will be remotely wiped. You should download anything you wish to keep before cancellation, as data cannot be recovered afterwards; and
• you must return the Hub within the period, and subject to the Return / Non-Return Charges, set out in the Terms of Service.

Re-joining after cancellation 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 at scos.co.uk/service-privacy. In summary, and without limiting that policy:

• Recorded footage is stored locally on your Hub (like a home NVR), on a rolling basis, encrypted with a key held on the Hub. scOS has no technical means to access, search or retrieve your footage. Only limited alert snapshots are held in our cloud, for up to 30 days.
• We do not sell your data, share it with advertisers, or otherwise monetise it.
• 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, it requires your consent, and you can withdraw it at any time in CaelusView. No Training Contributions are made unless you switch them on.

Please refer to the Service Privacy Policy for the full detail, including retention periods and international-transfer safeguards.

10. Our responsibility to you (liability)

[SOLICITOR REVIEW — this clause materially affects consumer rights and must be reviewed and approved before publication.]

10.1 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;
• any breach of the rights you have under the Consumer Rights Act 2015 (including the right to services carried out with reasonable care and skill); or
• any other liability that cannot be excluded or limited under applicable law.

10.2 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.

10.3 Subject to clause 10.1, and because the Service is a monitoring aid and not an emergency or guaranteed-response service, we are not liable for:

• any failure to detect, or to notify you of, any event;
• any burglary, theft, damage, trespass, injury or other loss occurring at your property, which remains a matter for you, the emergency services and your insurer;
• non-delivery or delayed delivery of notifications caused by your device, network, settings, or third-party push-notification platforms; or
• failures caused by your internet connection, electricity supply, cameras or other equipment, or by matters outside our reasonable control.

10.4 Insurance. The Service is not a substitute for property, contents or other insurance. You are responsible for arranging and maintaining appropriate insurance.

10.5 Subject to clause 10.1, our total liability to you arising out of or in connection with this Agreement in any 12-month period is limited to the total amount you paid us for the Service in the 12 months immediately before the event giving rise to the liability. [SOLICITOR REVIEW: confirm this cap is fair and enforceable against a consumer under the Consumer Rights Act 2015; consider whether it should be disapplied or reframed for consumers.]

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, including power or internet failures, failures of third-party platforms or suppliers, extreme weather, fire, flood, industrial action, or acts of government. This clause does not affect your statutory rights.

12. Referral programme

Where a referral programme is offered, its current terms (including any discount rates, referral caps and expiry) will be published separately and may change from time to time. Participation is subject to those terms. [SOLICITOR REVIEW: confirm current referral terms before restating any specific figures here.]

13. General

• Assignment. You may not transfer this Agreement without our consent. We may transfer it, provided your rights are not adversely affected.
• Insolvency / wind-down. If scOS ceases operating, the position on Hub ownership and any outstanding charges is as set out in the Terms of Service.
• Severance. If any part of this Agreement is found to be unenforceable, the rest continues in effect.
• Complaints. If something goes wrong, please contact us at support@scos.co.uk so we can try to put it right.
• 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.

14. Acceptance

By subscribing to the Home Intelligence Service and completing checkout, you confirm that you have read and agree to this Agreement, the Terms of Service and the Service Privacy Policy.

This is DRAFT v0.1, dated 6 July 2026. Not for customer use until [SOLICITOR REVIEW] items are resolved and legal sign-off is obtained.