These Terms and Conditions govern your use of our websites and services. By accessing our websites, booking our services, or purchasing/renting products from us, you agree to these Terms and Conditions in full. If you do not agree, you must stop using our websites immediately.
"You", "Your", and "Client" refer to the person using our websites or services. "We", "Us", and "Company" refer to AV Xpert Limited, a company registered in England and Wales (Company Number: 8967195), with a registered office at Unit 2 Kingfisher Court, Hinchingbrooke Business Park, Huntingdon, PE29 6AA.
These Terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the English courts.
We are committed to protecting your privacy and handling your data in compliance with the UK GDPR and Data Protection Act 2018.
We do not store credit/debit card details.
Only authorised employees access user data on a need-to-know basis.
We do not sell, share, or rent your personal information.
If you have any questions regarding your data, please contact us at info@avxpert.co.uk.
Client records are confidential and will not be disclosed to third parties unless required by law. Clients have the right to request access to their data and request corrections or deletions where applicable.
We collect personal data (such as name, company name, email, phone, and address) to: Verify your identity; Process enquiries, bookings, and purchases; Provide relevant service recommendations.
All data is securely stored, and access is restricted.
If you subscribe to our mailing list, we will send you promotional emails. You can opt out at any time using the unsubscribe link in any marketing email.
We use cookies to improve your browsing experience. You can configure your browser to reject cookies, but this may affect website functionality.
We use Google Analytics to monitor website traffic anonymously. You can opt out of tracking by using Google's browser add-on.
We retain customer data indefinitely to facilitate future transactions. You can request the deletion of your data, subject to legal obligations.
We implement security measures to protect your data from unauthorised access or breaches.
We provide our website and services "as is" and do not guarantee uninterrupted access. We are not liable for: Loss of business, profits, or data; Damage to your computer, software, or data from using our website.
However, we do not exclude liability for death or personal injury caused by negligence.
We are not responsible for the content or privacy policies of third-party websites linked from our site. Use such links at your own risk.
All website content, including text and graphics, is owned by AV Xpert Limited and protected under copyright laws.
For general inquiries, please refer to our Contact Us page. Different email addresses are available for specific queries.
We may update these Terms from time to time. Continued use of our websites signifies acceptance of any changes. We will notify users of significant updates where necessary.
These Terms and Conditions constitute the agreement between the Client and AV Xpert Limited regarding website usage, bookings, and purchases. Your statutory rights are unaffected.
These Terms and Conditions govern the rental of audio-visual equipment and related services provided by AV Xpert Limited (the "Company").
"You", "Your", and "Client" refer to the person or entity receiving our products and services. "We", "Us", and "Company" refer to AV Xpert Limited, a company registered in England and Wales (Company Number: 8967195), with a registered office at Unit 2 Kingfisher Court, Hinchingbrooke Business Park, Huntingdon, PE29 6AA.
These Terms are governed by the laws of England and Wales, and any disputes arising from or in connection with these Terms will be subject to the exclusive jurisdiction of the English courts.
By signing the quotation provided by the Company, which details the cost of goods and services to be provided, the Client accepts these terms and conditions.
If any provision of these Terms and Conditions is deemed invalid or unenforceable for any reason (including, but not limited to the exclusions and limitations set out above), the invalid or unenforceable provision will be severed, and the remaining provisions will continue in full force and effect.
All orders for the hire of equipment or services must be accepted by the Client via the Company's online quotations and Acceptance Portal. By signing electronically within the portal, the Client acknowledges and agrees to these Terms and Conditions, and the order will be deemed accepted.
The electronic signature provided by the Client is legally binding and has the same legal effect as a physical signature. The Client agrees that their electronic signature is an indication of intent to enter into a binding agreement with the Company, and that the order is confirmed upon submission of the electronic signature.
The Company reserves the right to refuse any order, at its sole discretion, including but not limited to cases where payment is not received, the requested equipment or services are unavailable, or the Company believes the order does not comply with its Terms and Conditions.
The Client agrees that the following conditions must be met in order to qualify to hire equipment from AV Xpert:
- The Client must be over the age of 18 on the first day of the hire period. Proof of age in the form of valid photo ID, may be requested.
- The Client must have a permanent UK address and provide proof of address in the form of a recent utility bill or statement, dated within the last 3 months.
- The Client must provide, if requested, proof of identity in the form of a valid passport or photo-card driving license.
- Payment for hire must be made by traceable electronic means, limited to Card Payment or BACS transfer.
- Payment for the order must be made from an account that is in the Client's name.
- The Client must be able to demonstrate adequate creditworthiness, if requested by the Company, before the hire can proceed.
- The Client must not have any outstanding debts or unresolved disputes from previous agreements with AV Xpert or any associated companies.
- The Client must not intend to use the equipment for any illegal, prohibited, or unlawful purposes.
The hire period will commence on the agreed start date and will continue until the agreed end date as specified in the Order Confirmation. The Client is responsible for ensuring that the equipment is returned on the agreed end date unless otherwise extended in accordance with this clause.
Should the Client require an extension to the hire period, the Client must request such extension at least 48 hours before the original end date. Any extension will be subject to equipment availability and will be confirmed in writing by AV Xpert. Additional charges may apply for extended hire periods, and the Client agrees to pay these charges in accordance with the Company's prevailing rates. AV Xpert may require payment upfront for any extension of the hire period before the extended period commences.
If the Client wishes to return the equipment before the agreed end date, they must notify AV Xpert as soon as possible. Early termination of the hire does not entitle the Client to a refund for any unused period of the hire. The Client remains liable for the full hire charges for the duration of the original hire period, unless otherwise agreed in writing by AV Xpert.
If the Client fails to return the equipment on the agreed end date and has not received prior approval for an extension, AV Xpert reserves the right to charge the Client for an unauthorised extension. This charge will be at the prevailing weekly hire rate for the equipment, plus any additional costs incurred by AV Xpert due to the late return of the equipment. AV Xpert may also take further action to recover any unpaid amounts or losses arising from the unauthorised extension.
AV Xpert may consider the failure to return the equipment as unlawful possession and, in such cases, may take legal action to recover the equipment. The Client acknowledges that such an unauthorised extension could be considered as theft, and AV Xpert reserves the right to report the matter to the authorities if appropriate
Any charges for sale items are separate from the rental charges and are clearly stated in the Order Confirmation. Upon full payment, sale items become the property of the Client. Sale items will be delivered to the Client on the hire start date, unless otherwise agreed in writing.
Service charges are agreed upon as outlined in the Order Confirmation. These charges are set out in the Order Confirmation and are denoted as being based on any of following rates: Hourly Rate (Charged per hour of service provided), Day Rate (A flat rate for up to 8 hours of service which may include travel time), Flat Rate (A fixed charge for services provided over a duration, as determined by AV Xpert), Distance Rate (Charges based on the distance required for delivery or travel to the service location, calculated in accordance with our prevailing rates).
In cases where an hourly rate or day rate has been charged, if the service takes less time than anticipated or if the Client requests the service to be completed in a shorter time than originally agreed, no refund will be given for any unused time.
AV Xpert will make every reasonable effort to ensure that the equipment and services listed in the Order Confirmation are available for the specified hire period. However, the availability of equipment and services is subject to stock levels and other unforeseen circumstances, including, but not limited to, the availability of stock at the time of order, sudden unexpected reductions in stock and unanticipated scheduling conflicts.
In the unlikely event that any equipment becomes unavailable, AV Xpert will endeavour to provide a suitable substitution of equivalent or upgraded standard, at no additional cost to the Client. The suitability of any substituted equipment will be assessed in good faith and to the best knowledge of AV Xpert's skilled technicians. AV Xpert will notify the Client in advance of any substitutions that may potentially affect the intended use or outcome of the hire of equipment.
Unless specific service times are confirmed in the Quotation and Order Confirmation, the availability of services—including delivery, setup, and technical support—remains subject to scheduling. While AV Xpert will make every effort to meet the Client's requested service times, all service times are subject to confirmation and may be adjusted based on other bookings, staffing availability, and logistical considerations. AV Xpert will promptly notify the Client of any changes to the service schedule.
It is the responsibility of the Client to provide specific required timings for services in advance. Failure to do so may result in AV Xpert being unable to deliver services at the requested time. In such cases, the Client may incur additional costs, particularly if services are provided outside of AV Xpert's normal working hours (8:00 AM to 6:30 PM).
AV Xpert is committed to providing high quality service and ensuring a positive experience for our Clients. However, to maintain the integrity of our services and ensure that all rentals are conducted fairly and securely, we reserve the right to refuse hire in certain circumstances.
AV Xpert may, at our discretion, refuse to hire equipment to any Client if we suspect, based on reasonable grounds, that there is a risk of fraudulent activity, illegal conduct, or an intention to misuse or fail to return the equipment as agreed. In such cases, we reserve the right to cancel the order.
We take these measures seriously to protect both our Clients and the Company. In the unlikely event that we refuse a hire request or cancel an order for these reasons, we will notify the Client promptly, and any advance payments made will be fully refunded.
Our goal is always to foster trust and ensure a smooth experience for our Clients. We encourage open communication and are happy to discuss any concerns or questions prior to the hire period to ensure mutual understanding.
As part of our hire process, AV Xpert may require the Client to provide certain documentation to verify identity and address. This may include, but is not limited to, a valid passport or photo-card driving licence and a recent utility bill or bank statement. AV Xpert reserves the right to take a photocopy or photograph of such documentation and retain it securely for the duration of the hire period and, if applicable, beyond that period.
AV Xpert is committed to protecting the confidentiality and security of all personal and financial information provided by the Client. We do not store any card details or other financial information.
All documentation and data provided by the Client will be stored securely and will only be accessed by authorised personnel. We will not share or disclose any Client information to third parties, except as required by law or in cases where it is necessary to facilitate the services being provided (e.g., with third-party service providers for delivery or technical support).
Documentation provided by the Client will be kept on file for the duration of the hire period and may be retained for a period after the hire period ends if required for legitimate business or legal purposes. In compliance with the General Data Protection Regulation (GDPR), the Client has the right to request the deletion of their documentation once the hire period has concluded, and all equipment has been returned in full and without any outstanding balances. Any paper copies of the documentation will be securely destroyed upon the Client's request.
AV Xpert will take all reasonable precautions to ensure that Client documentation and personal data are securely stored and processed in compliance with applicable data protection laws, including the GDPR. We will take necessary steps to prevent any unauthorised access, loss, or misuse of the information. The Client has the right to access, rectify, or request the deletion of their personal data as permitted by GDPR.
AV Xpert may, at its discretion, require a security deposit as part of the hire agreement. The amount of the deposit will be specified in the Order Confirmation and is intended to cover potential damages, loss, or theft of equipment during the hire period, or any other breaches of the Hire Terms by the Client.
The Client agrees that the security deposit will be taken in the form of a "Pre-Auth" (pre-authorisation) on a credit or debit card, as specified by AV Xpert. This pre-authorisation will be held on the card for the duration of the hire period. The Pre-Auth will not be processed as a charge unless deductions are required as outlined below.
If a security deposit is requested we will require this to be taken before the equipment is released to your care, and before equipment goes out for delivery if being delivered. If you fail to pay the secuirty deposit when requested, we reserve the right to cancel your hire, and you may still be liable for cancellation fees.
Provided that the equipment is returned in the same condition it was provided, with no damage, loss, or theft, and all hire charges have been paid in full, AV Xpert will release the pre-authorised amount on the Client's credit or debit card within 7 working days of the return of the equipment. If deductions are required, the remaining amount will be released accordingly.
AV Xpert reserves the right, at its discretion, to deduct from the security deposit any amounts owing for: Damages or loss of equipment beyond normal wear and tear; Any outstanding charges, including but not limited to, late return fees and charges for unauthorised extensions to the hire period; Any costs associated with the repair or replacement of damaged or lost equipment, including any liquid damage from spills (e.g. drinks or other liquids) that can cause damage to electronic equipment; Any administrative or service charges that were not paid by the Client; Any excessive cleaning costs if the equipment is returned in a condition deemed beyond acceptable, requiring more than a normal wipe down with a cloth and light detergent, to return the equipment to a clean and hygienic state.
If the security deposit is insufficient to cover such costs, or if a security deposit was not initially taken, the Client will be required to pay the remaining balance in full for such costs and charges.
The Client has the option to either dry hire or wet hire equipment from AV Xpert.
With dry hire, the client hires the equipment only and is responsible for setting up, operating, and packing away the equipment. The Client will also be responsible for the transportation of equipment, unless a delivery service has been included, which may be offered through in-house delivery services, courier, or same-day courier service. However, this delivery service only covers dropping off the equipment at the designated location; AV Xpert will not set up the equipment unless such services have been agreed upon and are included in the Order Confirmation, in which case the service would be classified as a Wet Hire.
A 24-hour technical support service is available for dry hires, but this is limited to basic over-the-phone assistance with setting up the equipment and addressing any damaged equipment issues. The support does not extend to significant operational training or providing assistance if the client is deemed to be unqualified or unable to use the equipment for reasons outside of our control.
Wet hire includes both the equipment and the provision of personnel to set up, operate, and collect the equipment at the end of the hire period. This option is suitable for clients who require technical expertise or assistance with using the equipment during the hire period.
AV Xpert will always demonstrate stewardship and offer professional advice when quoting and recommending suitable options for the hire. However, it is the responsibility of the client to heed such advice. If the client opts for dry hire, or a lesser standard of equipment, against our better judgment, this will be at their own risk. We are unable to compensate for any issues or problems arising from the dry hire, particularly if the client fails to provide accurate or complete details about the event, which could affect the success or suitability of the equipment.
AV Xpert offers flexible delivery and collection options for our hired equipment, with the ability for clients to collect and return equipment from and to our warehouse, or to opt for delivery and collection of equipment to and from their venue.
If a delivery and collection service has not been requested, and is not included on the Order Confirmation, the client will be required to collect and subsequently return equipment from/to our warehouse.
For customer collection and returns, the client is entirely responsible for arranging suitable transportation and will be liable for ensuring appropriate, safe, and secure transport for the equipment, with enough space in their vehicle to accommodate the equipment safely. AV Xpert will not be liable for any damage or loss during transit, and cannot provide any refunds for equipment that the client is unable to collect due to limitations of their chosen means of transport. Equipment will be available for collection from our warehouse on the hire start date at any time between 9 AM and 5.30 PM and must be returned between the same times on the hire end date.
If the Client is returning equipment directly to AV Xpert's warehouse, they must ensure that all items are returned in full by the end of the hire period. Any items not returned will incur additional hire charges from the end of the hire period until the equipment is returned. If the missing items are not returned within 5 days of the hire period's conclusion, AV Xpert will consider the equipment to be lost or stolen. In such cases, the Client will be charged the full replacement cost for the missing items
Where AV Xpert are collecting equipment at the end of a hire period, it is the Client's responsibility to ensure that the equipment remains in the same location it was delivered to. If the Client is not present at the time of collection, they must ensure the equipment is easily accessible and clearly identifiable for collection personnel. If, upon collection, the equipment is unable to be located or inaccessible, AV Xpert will assume the equipment has been lost or stolen, and the Client will be held liable for the return of any missing items. The Client will be required to return any missing equipment at their own cost within 5 days of the hire period's conclusion. If the equipment is not returned within this time frame, the missing items will be deemed chargeable to the Client.
If the client opts for delivery and collection, the client must ensure that the venue is accessible for delivery, and the equipment is ready for collection at the agreed time. AV Xpert will arrange for the delivery and collection, subject to the availability of delivery services. The client is responsible for ensuring that the venue is suitable for the delivery and that any additional requirements, such as assistance with offloading or securing the equipment, are made known in advance.
Delivery services only cover the transportation of the equipment to the specified location. Deliveries will be made by a single person for any dry hire, and therefore, any large items of equipment will require the client to arrange for assistance with offloading. AV Xpert can only assist in moving the equipment to the door of the venue, and cannot provide assistance beyond that, unless a Wet Hire service is requested or otherwise agreed upon in advance. If the client requests setup, this must be specified in the Order Confirmation and will be treated as Wet Hire. Without this service, the client is responsible for setting up, operating, and packing away the equipment.
Delivery and collection schedules are subject to availability and may be impacted by factors such as staffing, weather conditions, or logistical constraints. AV Xpert will notify the client in advance of any changes to the delivery or collection times.
The client is responsible for covering any parking charges at the venue, which must be disclosed and included on the Order Confirmation. Failure to disclose such charges may result in additional costs being incurred.
In the event that the venue is not accessible, or the client is not ready to receive delivery at the agreed time, AV Xpert reserves the right to charge additional fees to cover any delays or re-delivery costs. These costs will be commun
AV Xpert strives to ensure that all equipment and services provided are fit for their intended purpose. Our team will always offer professional advice and guidance when quoting to help the Client select the most suitable equipment and services for their needs. However, the final decision regarding equipment selection and service requirements rests with the Client.
It is the Client's responsibility to provide accurate details regarding the intended use of the equipment and services, including the nature of the event, the venue specifications, audience size, power availability, and any other relevant factors. AV Xpert cannot be held responsible for any issues arising due to the Client's failure to disclose key details or incorrect assumptions about the suitability of equipment or services for their intended application.
If the Client proceeds with hiring equipment or booking services against AV Xpert's professional advice, or omits critical information that would affect suitability, AV Xpert will not be liable for any performance issues, operational difficulties, or additional costs incurred.
While every effort is made to ensure compatibility with other third-party equipment and venue infrastructure, AV Xpert cannot guarantee seamless integration unless compatibility has been explicitly confirmed in writing prior to hire. Additionally, AV Xpert will not be responsible for any disruptions or failures due to factors outside our control, such as inadequate power supply, poor venue conditions, or third-party interference.
If the Client has any concerns about the suitability of equipment or services, they must raise these with AV Xpert before the hire period commences. Once the equipment has been collected or delivered, or services have commenced, no refunds or reductions in hire charges will be provided on the grounds of unsuitability unless a prior written agreement is in place.
AV Xpert requires the Client to ensure that the chosen venue is suitable for the hired equipment and services. The Client must provide accurate details about the venue, including but not limited to access restrictions, available power supply, loading areas, and parking for delivery vehicles. Additionally, the Client must disclose door dimensions, staircases, the number of steps (if more than five), lift access (including internal and door dimensions), and any other relevant factors that could impact delivery, setup, or operation of the equipment. Failure to provide this information may result in additional charges if unforeseen access difficulties arise, such as requiring additional crew members to navigate restricted access areas or encountering lifts that are too small for the equipment. If the venue is unsuitable for the hired equipment, AV Xpert will not be held responsible for any disruption to the Client's event or additional costs incurred in finding alternative solutions.
There must be a loading area for AV Xpert vehicles within 30 metres of the venue entrance, and parking available for AV Xpert delivery vehicles within the vicinity of the venue. If this is not possible, the Client must notify AV Xpert in advance, to allow for suitable alternative arrangements to be made. Any parking charges, permits, or fees must be covered by the Client and should be disclosed in advance, in order to be included in the Order Confirmation. If suitable unloading and parking is unavailable upon arrival, or there are unexpected access restrictions, AV Xpert reserves the right to charge additional fees for any delays or additional labour required to complete the delivery or collection. If delays or issues prevent delivery entirely, AV Xpert will not be held liable for any resulting inconvenience or disruption to your event, and no refunds or compensation will be issued.
If the Client fails to disclose significant access issues, including a large number of stairs (five or more) or a lift that is too small to accommodate the equipment, AV Xpert reserves the right to charge additional fees to cover the extra time and labour required. In extreme cases where access is completely impractical, AV Xpert may cancel the hire at its discretion, without issuing a refund, and without liability for any disruption to the Client's event.
AV Xpert will offer a complimentary site visit for all orders exceeding £1,000 (excluding VAT). For orders below this value, a site visit can be arranged for an additional charge. If AV Xpert does not specifically suggest a site visit, it is the Client's responsibility to request one with sufficient advance notice to ensure availability. If it is too late to schedule a site visit, AV Xpert may instead request that the Client provides photos or videos of the venue and discuss the setup requirements via a call with our technicians. This allows AV Xpert to provide guidance on the suitability of the venue, but the final responsibility for ensuring that the venue is appropriate for the hire remains with the Client.
Please note that the temporary setup of rental equipment may involve noise, temporary disruption, or adjustments to the environment. While AV Xpert will do everything possible to minimise disruption, certain activities, such as hammering truss or other installation tasks, are unavoidable due to the nature of the setup. If the Client requests that the setup be stopped due to disruption or noise, additional charges may apply. Due to time constraints, it is unlikely that the setup can be paused without affecting the timely delivery of the equipment for the Client's event. Therefore, the setup must continue as planned to ensure the equipment is ready and operational on time. If the setup cannot be completed within the agreed timeframe, AV Xpert may need to return at a later date to finish the installation, which could incur additional costs. The Client accepts responsibility for any inconvenience or disruption caused during the setup process and acknowledges that such activities are necessary to ensure the proper functioning of the rented equipment.
The equipment provided by AV Xpert is to be used solely for the purpose for which it is intended by the manufacturer. The Client must not modify, misuse, or attempt to alter the equipment in any way. The equipment shall remain the property of AV Xpert throughout the entire hire period, and the Client shall not lend, sub-hire, or otherwise transfer the equipment to any third party without prior written consent from AV Xpert.
Unless otherwise agreed in writing, all equipment hired from AV Xpert may only be used within the United Kingdom. Any use of the equipment outside of the United Kingdom is strictly prohibited unless prior written consent has been obtained from AV Xpert.
Certain equipment with an appropriate IP (Ingress Protection) rating is suitable for outdoor use and can therefore be used outdoors without the need for shelter from the elements. However, equipment that is not IP-rated or does not have an adequate rating for outdoor conditions must be kept protected from adverse weather, including rain, wind, damp conditions, and extreme temperatures. The Company reserves the right to refuse outdoor use of equipment that is not intended for such purposes, both on safety grounds and if, in its opinion, the equipment may be damaged due to weather conditions or unsuitable locations.
The Client must take all reasonable steps to protect unsuitably rated equipment from adverse weather conditions. AV Xpert strongly recommends the use of protective covers or shelters when using equipment outdoors. The Client will be liable for any damage or loss caused by improper storage or failure to protect the equipment in outdoor conditions.
The Client is prohibited from using the equipment in any manner that is unsafe, illegal, or outside of the equipment's intended design or purpose. Equipment should not be used in hazardous environments, such as near open flames or heavy machinery, unless explicitly specified by AV Xpert. Any improper use may result in immediate termination of the hire, and the Client will be liable for any related costs or damages.
AV Xpert will not be held liable for any damage, loss, or injury caused by the misuse, improper handling, operation, or installation of the equipment. The Client is responsible for ensuring that all individuals handling the equipment are adequately trained and follow safety protocols.
AV Xpert will not be liable for any damage caused by residues or spillages from Snow, Smoke, Haze, Dry Ice, Foam, or Bubble Machines. The Client is responsible for operating these machines at a safe and moderate level, ensuring they are used in appropriate locations, always considering their own safety, and the safety of guests and members of the public, and preventing damage or spillages. Any damage resulting from residues or spillages will be the sole responsibility of the Client.
The Client agrees to monitor the equipment throughout the hire period to ensure it remains in good working order. In the event of malfunction, damage, or loss, the Client must immediately notify AV Xpert. The Client is not authorised to repair or attempt to repair the equipment without prior consent from the Company.
It is the Client's responsibility to ensure the safety of all persons who may come into close proximity to the equipment while it is in their possession and care. To mitigate potential risks, the Client must complete a method statement and full risk assessment for all stages of handling the equipment, including transportation, installation, operation, and dismantling. These documents must be completed in advance of handling and using the equipment. The Client is responsible for ensuring that these documents are tailored to the specific tasks and environment in which the equipment will be used. Sample Risk Assessments and Method Statements can be provided by AV Xpert upon request.
Where AV Xpert is responsible for handling and operating the equipment, our trained technicians will have already conducted a comprehensive risk assessment and produced a method statement to cover such work. These documents will be shared with the Client upon request, ensuring that all safety considerations are in place before any work commences.
The Client must ensure that all individuals handling or operating the equipment are fully trained, qualified, and competent to do so. The Client is also responsible for ensuring that all safety protocols, including risk assessments, are followed during the equipment's use.
AV Xpert recommends that the Client assess the venue or location for any potential risks that may affect the safe operation or installation of the equipment. This includes ensuring all electrical connections are secure, that the equipment is placed on stable surfaces, and that there is no risk of damage from nearby objects or conditions. The Client must take all necessary precautions to prevent accidents or injuries.
The Client must be aware of the risks associated with the equipment hired and agrees to take necessary measures to ensure the safety of all persons at the event, as outlined in the "Use of Hire Equipment" section. Certain equipment may pose heightened risks, and the following precautions are advised: Smoke Machines may trigger asthma attacks; advance warnings should be given to guests, and the device should not be used if it is likely to cause harm. Strobe and Laser Lighting may cause seizures in individuals with epilepsy; advance warnings are required, and the equipment should not be used if such persons are present. Bubble and Snow Machines may leave residue on surfaces or create slip hazards; Do not use on shiny surfaces, check with the venue for permission before use and ensure appropriate warnings and signage are in place. Dry Ice Machines must only be operated by trained personnel using thermal gloves due to the extreme cold. These machines should only be used in well-ventilated areas due to the toxic carbon dioxide that is released by these machines.
In the event that AV Xpert deems the environment or conditions unsafe for the use of the equipment, the Company reserves the right to suspend or terminate the hire immediately. The Client will be liable for any costs incurred as a result of such actions, particularly if the unsafe conditions are due to their negligence.
As the Client, you agree to provide adequate supervision of guests at all times and assume full responsibility for the actions and conduct of all persons attending your event, whether invited or not. This includes ensuring that your guests behave in a manner that does not pose any risk to the safety of others or the equipment.
AV Xpert reserves the right to refuse service or remove personnel from any situation where, in our opinion, the environment becomes unsafe. If any AV Xpert personnel feel threatened by physical or verbal abuse, we reserve the right to terminate the service immediately, with full payment still required. The Client will be held responsible for any costs associated with early termination of the service.
Additionally, the Client must ensure that any activity involving the equipment is carried out in compliance with all relevant health and safety regulations and does not compromise the well-being of any person present. AV Xpert is not liable for any injuries, damage, or loss resulting from inadequate supervision or unsafe conduct by the Client or their guests.
The Client is responsible for the equipment from the time it is delivered to the venue until it is safely returned to AV Xpert. This responsibility remains in place even when AV Xpert personnel are present to handle or operate the equipment. The Client agrees to take all reasonable precautions to ensure that the equipment is kept secure and in good condition throughout the hire period.
In the event that the equipment is damaged, lost, or stolen during the hire period, the Client agrees to notify AV Xpert immediately. The Client will be held financially liable for any repair or replacement costs incurred by AV Xpert as a result of such damage, loss, or theft, and agrees to cover these costs within 30 days.
If the equipment is damaged beyond repair, lost, or stolen, AV Xpert reserves the right to charge the Client the full replacement cost of the equipment. In cases of minor damage, AV Xpert may charge for the repair costs as necessary. The Client agrees to cover any additional costs incurred for the repair or replacement of the equipment, including but not limited to labour, shipping, and administrative costs.
AV Xpert personnel are trained to handle the equipment with care; however, the Client remains responsible for the equipment at all times. If any damage, loss, or theft occurs while AV Xpert personnel are present, the Client will still be held financially responsible, unless it can be proven that the damage, loss, or theft was directly caused by AV Xpert's actions.
AV Xpert strongly recommends, and in certain cases, where risk of damage, loss, or theft is deemed to be high, can insist that the Client arranges adequate insurance coverage to be in place to protect against the possibility of equipment loss, theft, or damage for the entire duration of the hire period. Should the Client fail to arrange for insurance, the Client remains fully responsible for any costs arising from such incidents.
In such cases, where the risk of damage, loss, or theft is deemed to be high, and AV Xpert have required the Client to obtain hired-in equipment insurance, AV Xpert will provide a Replacement Costs Report document for all items that will be present at the hire, detailing the full replacement costs for each item. The Client must, in this case, arrange for the insurance to cover the full value of the equipment hired, as specified in the provided report.
Payment for hire, services and any associated fees must be made in accordance with the terms outlined in the quotation or invoice provided by AV Xpert. By accepting the quotation or signing the acceptance document, the Client agrees to adhere to the payment terms as set out by the Company.
Unless otherwise stated, a deposit payment of 30% is required at the time of booking. This deposit must be paid within 7 days of receiving the deposit payment request to secure the reservation and guarantee the availability of equipment for the hire period. The remaining balance is due 7 days prior to the hire start date. If the booking is made less than 7 days before the hire period, full payment must be made at the time of booking. Equipment will not be prepared or dispatched unless full payment has been received in advance.
Payments must be made using traceable and secure methods, including but not limited to card payment, bank transfer, or other electronic payment methods as specified by AV Xpert. Payments made from an account must be in the name of the hirer.
Any delays in payment may result in the hire period being postponed or the order being cancelled.
All goods provided for sale remain the property of AV Xpert until paid for in full, and all goods provided for rental remain the property of AV Xpert indefinitely.
AV Xpert may, at its sole discretion, offer credit facilities to Clients who meet the Company's credit approval criteria. Clients wishing to apply for credit may be asked to submit a formal application, and approval will be based on the Client's financial standing, history, and other relevant factors, entirely at the discretion of the Company.
For approved credit accounts, payment terms will be agreed upon in writing and will be included on all invoices. Typically, credit facilities are granted with a payment term of 30 days from the date of invoice, with invocies being raised on the hire start date. AV Xpert reserves the right to suspend or terminate credit facilities if payments are not made within the agreed terms, or if the Client's account falls into arrears.
Clients must ensure that payment is made by the due date stated on their invoice. Late payments will incur interest at a rate of 8% above the Bank of England base rate per month, with interest accruing monthly on the outstanding amount from the due date until payment is made in full.
Failure to make payment in accordance with these terms may result in the suspension of services or cancellation of the hire contract. AV Xpert reserves the right to retain any advance payments as a non-refundable deposit in such cases. Additionally, the Client will be liable for any costs incurred by AV Xpert due to non-payment, including legal fees and collection costs.
In the event of cancellation by the Client, cancellation fees may apply in accordance with the terms outlined in the “Cancellation and Postponement Policy” section of these terms.
In addition to AV Xpert's own dedicated credit control procedures, we may use the services of a third-party debt collection agency for bad or doubtful debts or overdue accounts. Such debts will be passed to the debt collection agency at our discretion. AV Xpert will make reasonable endeavours to notify the Client prior to such action being taken. Debts passed to the debt collection agency will incur additional costs and interest from the outset, which will be added to the outstanding amount.
The Client must provide at least 24 hours' notice of cancellation. Notification must be made in writing via email or post (to orders@avxpert.co.uk or Unit 2 Kingfisher Court, Hinchingbrooke Business Park, Huntingdon, PE29 6AA), and cannot be accepted by telephone. Any cancellations within 1-28 days of the hire start date will incur a 50% charge of the total hire cost. If the Client has already paid in full, a 50% refund will be issued within 14 days of receipt of written cancellation. Cancellations more than 28 days prior to the hire date will not incur any charges, however any deposits paid are non-refundable. Deposits may be applied to a future hire, which must take place within 2 years of the original date, or the deposit will be retained by AV Xpert as a cancellation fee.
Should the Client wish to postpone, AV Xpert will not provide refunds for any payments made but will apply those payments towards a future hire. The Client must notify AV Xpert of the new hire date within 1 year of the original hire date, and the rescheduled hire must occur within 2 years of the original hire date. The availability of equipment and staff for the new dates will be subject to confirmation, and the Client acknowledges that no refunds will be issued following a postponement if the hire is not rearranged within the above given timeframe.
In the unlikely event that AV Xpert is unable to provide services due to unforeseen circumstances (e.g., illness, accident, or other emergencies), AV Xpert will make every effort to provide a suitable replacement. If a replacement cannot be provided, the Client will receive a full refund for the services not carried out, and may seek compensation up to the total contracted value of the services not provided. AV Xpert will not be held liable for non-fulfilment of contract by any contracted artistes; liability in such cases rests solely with the artiste.
AV Xpert reserves the right to cancel services if the Client fails to adhere to these Terms and Conditions. In such cases, the Client may still be liable to pay the outstanding balance, with any paid deposit being non-refundable.
AV Xpert shall not be held liable for any failure to perform or delays in the performance of any obligations under these terms and conditions if such failure or delay is caused by an event beyond our reasonable control, including but not limited to acts of God, fire, flood, war, terrorism, civil unrest, government regulations, strikes, pandemics, or other unforeseen events. In the event of a Force Majeure, AV Xpert will make reasonable efforts to mitigate the impact and inform the Client of any potential delays or inability to fulfil the contract. If such an event continues for an extended period, either party may terminate the agreement without liability.
Failure by AV Xpert to enforce any provision of these terms and conditions, or delay in exercising any right or remedy, shall not constitute a waiver of such provision or the right to enforce it in the future. Any waiver of a provision of these terms will only be effective if made in writing by an authorised representative of AV Xpert.
These Terms and Conditions govern the sale and installation of audio-visual equipment and related services provided by AV Xpert Limited (the "Company").
"You", "Your", and "Client" refer to the person or entity receiving our products and services. "We", "Us", and "Company" refer to AV Xpert Limited, a company registered in England and Wales (Company Number: 8967195), with a registered office at Unit 2 Kingfisher Court, Hinchingbrooke Business Park, Huntingdon, PE29 6AA.
These Terms are governed by the laws of England and Wales, and any disputes arising from or in connection with these Terms will be subject to the exclusive jurisdiction of the English courts.
By signing the quotation provided by the Company, which details the cost of goods and services to be provided, the Client accepts these terms and conditions.
If any provision of these Terms and Conditions is deemed invalid or unenforceable for any reason (including, but not limited to the exclusions and limitations set out above), the invalid or unenforceable provision will be severed, and the remaining provisions will continue in full force and effect.
All orders for the sale and installation of audio-visual equipment and associated services must be accepted by the Client via the Company's online quotations and Acceptance Portal. By signing electronically within the portal, the Client acknowledges and agrees to these Terms and Conditions, and the order will be deemed accepted.
The electronic signature provided by the Client is legally binding and has the same legal effect as a physical signature. The Client agrees that their electronic signature is an indication of intent to enter into a binding agreement with the Company, and that the order is confirmed upon submission of the electronic signature.
The Company reserves the right to refuse any order, at its sole discretion, including but not limited to cases where any required payment is not received, the requested equipment or services are no longer available, or the Company believes the order does not comply with its Terms and Conditions.
As part of our installation and integration service, AV Xpert includes comprehensive system training for the Client. This training is designed to ensure that the Client is fully familiar with the operation of the installed system. The training session will cover all relevant aspects of the system's functionality, including but not limited to: System Overview - A walk-through of the system components and their operations, Operating Instructions - Step-by-step guidance on how to use and maintain the system, Troubleshooting - Basic troubleshooting tips to address common issues, Safety Procedures - Important safety protocols related to the system's use, Q&A Session - An opportunity for the Client to ask questions and clarify any doubts.
The training will take place on-site at a mutually agreed time and location, and the duration will depend on the complexity of the installed system. Additional or follow-up training sessions may be requested by the Client for a fee, subject to availability and scheduling.
AV Xpert provides a comprehensive warranty for the equipment and services included in the installation, covering both manufacturer warranties and AV Xpert's own service commitments, through our 1-Year On-Site Callout Warranty, which is included free of charge with all installation and integration orders, unless otherwise stated.
All new equipment supplied by AV Xpert is covered by the respective manufacturers' warranties. The terms and conditions of these warranties may vary depending on the manufacturer and the specific equipment. It is the responsibility of the Client to become familiar with the individual manufacturer's warranty for each product, including the duration of the warranty, coverage details, and how to make a claim directly with the manufacturer, in the event that our On-Site Callout Warranty has expired.
In addition to the manufacturers' warranties, AV Xpert's included 1-year On-Site Callout warranty covers you with:
- Immediate telephone support during business hours.
- On-site technician visits for issues that cannot be resolved remotely.
- Manufacturers' warranty claims management, including loan equipment if necessary.
- User training refreshers, including remote sessions throughout the warranty period.
The 1-year warranty period begins from the commissioning date of the installation and lasts for 365 days. This warranty covers defects in workmanship, but is subject to the equipment being used under normal operating conditions and in accordance with the manufacturer's guidelines.
Exclusions: This warranty does not cover:
- Damage caused by misuse, negligence, or failure to follow operational instructions.
- Wear and tear from normal use or environmental factors outside of the equipment's specified operating conditions.
- Modifications or repairs made by anyone other than AV Xpert or an authorised technician, with prior approval by AV Xpert.
- Consumables or accessories, such as cables or batteries, unless explicitly covered by the manufacturer's warranty.
For any warranty claims, the Client must notify AV Xpert in writing within the warranty period, and we will respond promptly to arrange for necessary actions.
AV Xpert provides 230V pre-enabling electrical works only where explicitly specified in the project agreement. In all other cases, it is the responsibility of the Client to arrange for any necessary electrical works to be completed prior to the scheduled installation date.
Additionally, any works involving collaboration with third-party contractors, such as builders, plasterers, electricians, or other trades must be discussed and arranged in advance to ensure that the site is fully prepared. Any delays caused by incomplete enabling works or other contractors will result in extended project timelines and may lead to additional costs.
Should AV Xpert subcontract any electrical work, this is not covered under AV Xpert's on-site warranty, though the sub-contractor may provide their own warranty for such work.
The Client is advised to confirm that all pre-enabling works are completed ahead of the installation date to avoid disruptions and ensure the project runs smoothly.
AV Xpert requires sufficient and safe access to the site for the entire agreed installation period. This includes access to all relevant areas where equipment will be installed, as well as the necessary permissions, keys, or codes for entry, and space to safely store tools and stock for the project. Failure to provide adequate access may result in additional installation costs and delayed completion of the project.
For reasons of health and safety, it is essential that the specific work site be closed-off with no access to the general public during the installation period. As the Client, you accept responsibility for ensuring the closure of the site, and you acknowledge that AV Xpert will not be held liable for any loss of earnings arising from this closure.
AV Xpert will not proceed with installation if the site is not properly secured or if access is restricted for reasons beyond our control. If access delays occur due to external factors, additional charges may apply.
Please note that the installation process may involve noise, temporary disruption, or modification to the environment. If the Client requests that the installation work be stopped due to disruption or noise, additional charges may apply. If the work cannot be completed within the agreed timeframe, AV Xpert may need to return at a later date to complete the installation, which could incur additional costs. The Client accepts responsibility for any inconvenience or disruption caused during the installation process and acknowledges that such activities may be necessary to ensure the successful installation and functionality of the new system.
Where possible, the Client shall provide free on-site parking for the technician's vehicle(s) for the entire duration of the project. If on-site parking is not available, any parking fees or costs incurred will be passed on to the Client. The Client is responsible for ensuring the technician has access to a nearby parking space and that these fees are covered.
Unless specifically stated in the quotation, the chasing of cables into walls or floors is not included. AV Xpert will run cables through plasterboard walls and false ceilings or floors where possible, but not if obstructions such as noggings or insulation interfere with the cable route. For all other cable routing, we will use silicone glue, cable tacks, or trunking to ensure the most discreet installation possible.
Where concealment isn't feasible, we will endeavour to use colour-matched trunking or suitable background-coloured cabling to minimise the visual impact, if available.
AV Xpert is committed to environmentally responsible disposal of any waste generated during the installation process. We will remove packaging, old equipment, and debris resulting from the installation. However, we will not dispose of any waste that was not created directly through the installation process.
AV Xpert includes the de-installation, removal, and responsible disposal of any existing equipment being replaced as part of the project. The installation site will be cleaned and cleared of waste such as dust, cable off-cuts, and packaging. If you wish to keep the old equipment being replaced, please inform our engineers while they are on-site, and it will be left in a designated area.
Any waste not related to the installation or removal of equipment, including existing materials or waste from other contractors, is the responsibility of the Client.
Quotations are valid until the Valid Date shown. If no date is provided, the quotation is valid for 30 days from the document date. However, prices and availability are provided subject to changes by our suppliers and may change without notice. Should any price adjustments or product unavailability occur between the time of issue and acceptance, the Client will be notified promptly.
If items become unavailable at the quoted price, AV Xpert will endeavour to source an equivalent product at the same cost. If no equivalent is available, or if the Client cannot agree upon a suitable alternative at a different cost, AV Xpert reserves the right to remove the item from the order and issue a credit note for the cost of said item, along with a refund of any deposits paid.
In the event that a suitable substitute cannot be agreed upon, the Client understands that the system may not function as intended and agrees to pay for the works and items supplied, even if the system is not fully commissioned. In such cases, the 1-Year On-Site Callout Warranty will be invalidated.
AV Xpert will always demonstrate stewardship and offer professional advice when recommending suitable equipment for the installation. However, it is the responsibility of the Client to communicate their objectives clearly and ensure the system meets their needs. The Client must also conduct their own research to verify that the equipment will achieve their desired outcomes.
If the Client opts for equipment or solutions that differ from AV Xpert's recommendations, they do so at their own risk. AV Xpert is not liable for any misunderstandings or errors related to the project brief. While we take the Client's full specification and requirements into account, some elements may not be included due to limitations of the technology or budgetary constraints. On request, we will outline the full functionality of the system as it was intended, so as to reduce any chance of misunderstanding.
AV Xpert cannot be held liable for any unforeseen delays or stock availability issues caused by our suppliers or external factors beyond our control, or for any accidental issues arising during the installation process. While we strive to meet agreed timelines, delays due to manufacturing, delivery, installation, or supply chain disruptions may occur. In such cases, AV Xpert will make every effort to inform the Client promptly and minimise the impact, but we cannot be held responsible for any resulting inconvenience or loss.
Any changes to the agreed scope of the project after the quotation has been accepted must be discussed and approved by both the Client and AV Xpert. Changes may result in additional costs and extended timelines, depending on the nature of the alterations. Any modifications to the project will be documented in writing, and the Client will be provided with a revised quotation for approval. AV Xpert is not obligated to carry out changes without prior written consent from the Client, and such changes may affect the overall performance or functionality of the system.
If the Client decides to omit any sections from the agreed scope, they will remain liable for the total cost as per the original quotation. The Client will not be entitled to a reduction in price for any omitted sections, and the full contractual obligations remain intact.
AV Xpert cannot be held liable for issues arising from environmental factors such as poor acoustics, lighting conditions, or flickering cameras caused by LED lighting or other unforeseen environmental conditions. While we will always recommend necessary remedies or treatments to mitigate these issues, the Client is responsible for ensuring that the environment is suitable for the system's optimal performance. If these environmental factors are not addressed, certain elements of the Callout Warranty may be invalidated, particularly if they affect the system's functionality and performance.
If specific dates and timelines need to be met, AV Xpert will factor these into our planning and do everything possible to accommodate the Client's requested schedule. However, due to factors such as technician availability and stock constraints, we cannot guarantee specific delivery dates at the time of order. The Client will be notified promptly if there are any changes or delays to the scheduled delivery date.
Payment for installation services and associated fees must be made in accordance with the terms outlined in the quotation or invoice provided by AV Xpert. By accepting the quotation or signing the acceptance document, the Client agrees to adhere to the payment terms as set out by the Company.
A 50% deposit is required at the time of order to secure project dates and reserve stock. This deposit must be paid within 7 days of receiving the deposit payment request. The remaining balance is due upon completion of the installation, with payment terms of 30 days from the date of invoice.
Payments must be made using traceable and secure methods, including card payment, bank transfer, or other electronic payment methods as specified by AV Xpert. For payments over GBP500, BACS transfer or cheque is the only accepted method. Payments must be made from an account in the Client's name.
Any delays in payment may result in delays to the project, suspension of services, or cancellation of the order. In such cases, AV Xpert reserves the right to retain the deposit as non-refundable and to charge for any additional costs incurred due to non-payment, including legal fees and collection costs.
AV Xpert reserves the right to apply late payment interest at a rate of 8% above the Bank of England base rate per month for any overdue payments. Failure to adhere to these payment terms may result in the suspension of services or cancellation of the contract, and the Client will remain liable for all outstanding balances.
In the event that payment remains overdue, AV Xpert may refer the account to a third-party debt collection agency. Any costs incurred from the use of a debt collection agency will be added to the outstanding balance and be the responsibility of the Client.
All goods provided for sale remain the property of AV Xpert until full payment, including any outstanding charges, has been made. In the event that payment is not made as agreed, AV Xpert reserves the right to recover any equipment supplied, including removal from the Client's premises, without prior consent.
If the Client cancels the project after confirming the order, but before installation has commenced, the client will owe 50% of the total project costs as a cancellation fee, and as such, the deposit will not be refunded.
If the Client cancels after installation has commenced, the full project balance will be due as originally agreed. However, under these circumstances, the Client will retain ownership of the purchased stock, which will be handed over, but will not be installed.
In the event of postponing the agreed delivery dates, and if stock has already been ordered, AV Xpert reserves the right to invoice an additional 25% of the total balance to cover the costs incurred. Postponements must be communicated promptly, and any changes to the delivery schedule will be subject to availability and agreement. Should further delays occur, additional charges may apply.
Your order confirmation and invoice may include charges for rental, sale, and services.
Rental charges may apply for specialised access equipment or other non-standard tools required for installation. These charges are based on the project delivery period as specified in the Order Confirmation. If the project duration extends due to factors beyond our control, additional hire fees may be incurred.
Sale charges cover all specified equipment supplied for installation. Ownership of purchased equipment transfers to the Client upon full payment.
Service charges cover areas of the project such as integration, programming, installation, commissioning, and training. These charges are outlined in the Order Confirmation and may be structured as follows:
- Hourly Rate - Charged per hour of service.
- Day Rate - A flat fee for up to 8 hours, including travel if applicable.
- Flat Rate - A fixed charge covering a non-specified duration.
- Distance Rate - Charges based on delivery or travel distance at prevailing rates.
For hourly or daily rate services, no refunds are provided for unused time if the service is completed sooner than anticipated or if the Client requests a reduced duration. However, if for unforeseen circumstances, the project takes longer than expected due to factors within our control, no additional rental or service charges will be applied.
AV Xpert is committed to ensuring the highest safety standards during the installation of equipment. However, the Client also has responsibilities to maintain a safe environment before, during, and after installation.
Prior to installation, AV Xpert will conduct a comprehensive risk assessment and method statement, which will be shared with the Client upon request. These documents will outline all necessary precautions and procedures to ensure safe working conditions.
The Client is responsible for ensuring that the installation site is safe and free from hazards, along with other responsibilities relating to the health and safety of personel, including, but not limited to:
- Providing clear and unrestricted access to all required areas.
- Ensuring the installation area is free from obstructions and potential hazards.
- Ensuring that structural and electrical requirements meet safety standards.
- Informing AV Xpert of any site-specific risks in advance.
- Ensuring that only authorised and trained individuals have access to the installation area.
If AV Xpert determines that conditions are unsafe, work may be paused or may have to be rescheduled. Any additional costs resulting from delays due to unsafe conditions caused by a lack of cooperation from the client, or the client's negligence, will incur additional costs.
The Client is responsible for ensuring a professional and safe working environment for AV Xpert personnel. Any form of verbal or physical abuse towards AV Xpert staff may result in immediate termination of services, with full payment still required.
All installation activities must comply with relevant health and safety laws. AV Xpert is not liable for injuries, damages, or losses resulting from the Client's failure to uphold safety responsibilities.
Both AV Xpert and the Client agree to maintain the confidentiality of any business-sensitive or proprietary information shared during the project. This includes technical details, pricing structures, system designs, and project documentation. Such information must not be disclosed to third parties without prior written consent, except as required by law.
AV Xpert offers a free initial consultation and quotation service, which is strictly intended to assist Clients in making informed decisions. This service does not replace our consultancy service, which is available for those seeking independent advice on suitable products and system designs—particularly if they intend to procure and install the equipment themselves or submit the project for tender.
All quotations and related documentation provided through our free consultation are confidential and intended solely for the Client and any relevant decision-making bodies. These materials must not be shared with third parties without explicit permission from AV Xpert.
We trust that our Clients engage with us in good faith. However, if it is found that a Client has shared quotations, designs, or other confidential details with third parties without authorisation, AV Xpert reserves the right to invoice a consultancy fee to compensate for the time and expertise involved in preparing the system design and quotation. This fee will start from £150 + VAT, depending on the complexity of the work involved.
Any custom software, programming, or unique system designs developed by AV Xpert as part of the project remain the intellectual property of AV Xpert unless otherwise agreed in writing. The Client is granted a non-exclusive licence to use such intellectual property for its intended purpose. Any unauthorised reproduction, modification, or distribution is strictly prohibited. The Client retains ownership of any equipment purchased outright but does not acquire rights to proprietary software, configurations, or documentation unless explicitly stated in the contract.
In the event of a dispute, both parties agree to attempt an amicable resolution through negotiation. If a resolution cannot be reached, disputes shall first be referred to mediation or arbitration in accordance with the laws of England and Wales before legal proceedings are initiated. Any legal action shall be brought exclusively in the courts of England and Wales. AV Xpert and the Client agree to bear their own legal costs unless otherwise determined through arbitration or court ruling.
Neither AV Xpert nor the Client shall be held liable for delays or failure to fulfil obligations due to circumstances beyond reasonable control. This includes, but is not limited to, acts of God, natural disasters, war, terrorism, strikes, supply chain disruptions, or government actions. In such cases, both parties shall take reasonable steps to mitigate delays, and project timelines may be adjusted accordingly. If fulfilment of the contract becomes impossible, either party may terminate the agreement without penalty, except for costs already incurred.
Failure by AV Xpert to enforce any provision of these terms at any time shall not be construed as a waiver of our rights to enforce the same or any other provision in the future. No waiver of any breach shall be deemed a waiver of any subsequent breach. Any waiver must be in writing and signed by an authorised representative of AV Xpert. The Client acknowledges that continued service or engagement does not imply a waiver of any rights or obligations outlined in these terms.
AV Xpert takes great care to ensure the accuracy of all quotations, invoices, and documentation. However, errors and omissions are excepted. In the event of any discrepancies, AV Xpert reserves the right to correct any mistakes and adjust the associated costs accordingly.
These Terms and Conditions govern the provision of audio-visual related support services provided by AV Xpert Limited (the "Company").
"You", "Your", and "Client" refer to the person or entity receiving our products and services. "We", "Us", and "Company" refer to AV Xpert Limited, a company registered in England and Wales (Company Number: 8967195), with a registered office at Unit 2 Kingfisher Court, Hinchingbrooke Business Park, Huntingdon, PE29 6AA.
These Terms are governed by the laws of England and Wales, and any disputes arising from or in connection with these Terms will be subject to the exclusive jurisdiction of the English courts.
By signing the quotation provided by the Company, which details the cost of goods and services to be provided, the Client accepts these terms and conditions.
If any provision of these Terms and Conditions is deemed invalid or unenforceable for any reason (including, but not limited to the exclusions and limitations set out above), the invalid or unenforceable provision will be severed, and the remaining provisions will continue in full force and effect.
All orders for the support of audio-visual equipment and associated systems must be accepted by the Client via the Company's online quotations and Acceptance Portal. By signing electronically within the portal, the Client acknowledges and agrees to these Terms and Conditions, and the order will be deemed accepted.
The electronic signature provided by the Client is legally binding and has the same legal effect as a physical signature. The Client agrees that their electronic signature is an indication of intent to enter into a binding agreement with the Company, and that the order is confirmed upon submission of the electronic signature.
The Company reserves the right to refuse any order, at its sole discretion, including but not limited to cases where any required payment is not received, or the Company believes the order does not comply with its Terms and Conditions.
The services provided under this agreement are for the one-off provision of technical support to attempt to resolve a specific issue or issues within the client's audio-visual system, or to add additional functionality to a system through the adjustment of setting or reprogramming of the system, as brought to the Company's attention in advance when enquiring about a resolution, before providing a quotation. This may involve the provision of technicians to visit customer sites or provide over-the-phone support, as agreed upon in advance.
The service is not ongoing and is contracted solely for the resolution of the identified issue(s) and does not constitute an ongoing support and maintenance agreement.
The availability of the service is subject to the Company's discretion and technician availability. The service will be provided on a one-off basis to attempt to resolve the specific issue(s) or add further functionaility to the system, as described by the client.
If the implementation cannot be fully resolved during this service visit, within the allocated time, further charges may apply for any additional time or further services required to complete the resolution.
If additional time is required beyond the allocated time for the visit, this must be agreed upon by the client in writing, and will be chargeable at the standard hourly technician rates, subject to the availability of the technician's schedule.
The Company will bring standard cabling and components to the service visit, which may be required to resolve the issue(s), but cannot guarantee that all required parts will be available to fully resolve the issue(s).
If any additional or specific components are required, that are not already included on the Order Confirmation, these will be chargeable, and the costs must be agreed upon in writing. If the necessary components are not available to the technician at the time of the visit, a further chargeable visit will be required to complete the resolution, at the client's expense.
When you contact us regarding an issue with your audio-visual system, we will assess the problem based on the information you provide. In some cases, an initial consultation with a technician may be required, which will be provided free of charge. This consultation, typically conducted over the phone, helps us understand the issue more clearly and allows us to use our best judgement to propose a suitable resolution. Following the consultation, if we determine a service visit is necessary, we will provide a quotation outlining the anticipated resolution, including the charges for the service visit. The quotation will reflect our professional judgement of the time, resources, and components required to address the issue.
The agreed-upon charges for the service visit will cover the technician's time, any components or materials used, and any additional costs as specified in the quotation. Services are generally billed on a per-hour basis, depending on the nature of the work.
For hourly or day-rate services detailed on your Order Confirmation, no refunds will be issued for unused time if the service is completed sooner than expected, or if the Client requests a reduced duration. However, if the service is delayed or extended due to factors within our control, the service will be provided without additional cost.
If the issue cannot be fully resolved during the service visit, additional charges may apply for further visits or services required to complete the resolution. These charges will be agreed upon by means of a separate quotation, that will need to be accepted before proceeding with any additional work.
If the issue requires a repair that cannot be performed on-site or may be covered under warranty, we are happy to take any faulty units away for further investigation. After assessing the equipment, we will provide a cost for either handling the warranty repair and reinstating the unit, or for having the unit professionally repaired and reinstated. If under these circumstances, the client does not wish to accept the proposed quote for the required work, they will either need to collect the equipment from our warehouse or pay for shipping to have it returned. Alternatively, we can offer to dispose of the unit in an ethical manner free of charge, provided the client agrees to this in writing. If we do not hear from the client within 3 months of notifying them about the status of the equipment, we reserve the right to dispose of the item.
AV Xpert requires sufficient and safe access to the site for the entire duration of the agreed service visit. This includes access to all relevant areas where the audio-visual system is located, as well as the necessary permissions, keys, or codes for entry. The site should provide adequate space for the technician to work, including space to store tools and equipment used during the service visit.
Failure to provide adequate access may result in additional service charges, delays in the completion of the service, or the inability to carry out the service as scheduled.
For reasons of health and safety, it is essential that the work area is free from any hazards or obstacles that could impede the technician's work. As the Client, you are responsible for ensuring the work area is prepared in advance and free from unnecessary interference during the service visit. If access to the site is restricted or compromised due to factors outside of AV Xpert's control, additional charges may apply, and the service may need to be rescheduled.
AV Xpert reserves the right to delay or reschedule the service if proper access cannot be provided or if health and safety concerns arise during the visit. Any delay caused by inadequate access may result in additional charges to cover the rescheduling or additional technician time required.
The Client is responsible for ensuring a professional and safe working environment for AV Xpert personnel. Any form of verbal or physical abuse towards AV Xpert staff may result in immediate termination of services, with full payment still required.
All activities must comply with relevant health and safety laws. AV Xpert is not liable for injuries, damages, or losses resulting from the Client's failure to uphold safety responsibilities.
Please note that some repairs may generate noise or cause temporary disruption to the working environment. If the Client requests that the service be stopped due to disruption or noise, additional charges may apply. Furthermore, if the work cannot be completed within the agreed timeframe, AV Xpert may need to return at a later date to finish the service, which could incur additional costs. The Client accepts responsibility for any inconvenience or disruption that may occur during the service visit, and acknowledges that such activities may be necessary to complete the work.
Where possible, the Client shall provide free on-site parking for the technician's vehicle for the entire duration of the service visit. If on-site parking is not available, any parking fees or costs incurred will be passed on to the Client. The Client is responsible for ensuring the technician has access to a nearby parking space and that these fees are covered.
AV Xpert is committed to environmentally responsible disposal of any waste generated during a service visit. We will remove and dispose of any packaging, old redundant equipment that is being replaced under this visit, and debris directly resulting from the service visit and any repairs carried out on-site. However, we will not dispose of any waste that was not created directly through the service provision.
If the service visit involves the replacement or repair of existing equipment, AV Xpert will remove and dispose of the faulty or replaced equipment in an environmentally responsible manner. The work area will also be cleared of any waste generated during the visit, including cable off-cuts, packaging, and other debris.
If you wish to keep any equipment that is being replaced or removed during the service, please inform the technician on-site, and the equipment will be left in a designated area.
Any waste not related to the service visit, including materials or waste from other contractors, is the responsibility of the Client. The Client agrees to manage and dispose of any such waste separately.
AV Xpert will provide services with reasonable skill and care, and in accordance with industry standards. However, the Company's total liability to the Client under this agreement, whether arising from negligence, breach of contract, or otherwise, shall not exceed the total amount paid by the Client for the specific service being provided.
AV Xpert shall not be liable for any indirect, incidental, consequential, or special damages, including but not limited to, loss of profit, loss of use, loss of data, or damage to reputation, arising from or in connection with the service visit, even if the Company has been advised of the possibility of such damages.
AV Xpert will not be held liable for any damage or loss caused by factors beyond its control, including but not limited to, third-party actions, natural disasters, or power failures. Additionally, AV Xpert is not responsible for any pre-existing issues within the Client's system or equipment that were not brought to the Company's attention prior to the service visit.
The services provided under this agreement do not come with a warranty due to the nature of the work being carried out. While AV Xpert will make every reasonable effort to resolve the Client's issues during the service visit, there is no guarantee that the issue will be fully resolved or that the system will perform without further issues after the service.
If AV Xpert is unable to resolve the issue during the service visit, the Company shall not be liable for any resulting damage, loss of functionality, or any other consequences arising from the unresolved issue.
In the event of a fault or defect in the service, AV Xpert will, at its discretion, either re-perform the service or refund the cost of the service, excluding any costs for equipment or materials used.
Payment for services provided under this agreement must be made in accordance with the terms outlined in the quotation or invoice provided by AV Xpert. By accepting the quotation or signing the acceptance document, the Client agrees to adhere to the payment terms as set out by the Company.
A 30% deposit is required at the time of order to secure the service appointment and reserve any required materials. This deposit must be paid within 7 days of receiving the payment request. The remaining balance is due upon completion of the service visit, with payment terms of 30 days from the date of invoice.
Payments must be made using traceable and secure methods, including card payment, bank transfer, or other electronic payment methods as specified by AV Xpert. For payments over GBP500, BACS transfer or cheque is the only accepted method. Payments must be made from an account in the Client's name.
Any delays in payment may result in delays to the service, suspension of services, or cancellation of the agreement. In such cases, AV Xpert reserves the right to retain the deposit as non-refundable and to charge for any additional costs incurred due to non-payment, including legal fees and collection costs.
AV Xpert reserves the right to apply late payment interest at a rate of 8% above the Bank of England base rate per month for any overdue payments. Failure to adhere to these payment terms may result in the suspension of services or cancellation of the contract, and the Client will remain liable for all outstanding balances.
In the event that payment remains overdue, AV Xpert may refer the account to a third-party debt collection agency. Any costs incurred from the use of a debt collection agency will be added to the outstanding balance and will be the responsibility of the Client.
The Client may cancel or postpone the service appointment, subject to the following terms:
Cancellation: If the Client wishes to cancel the service, they must provide at least 48 hours' notice prior to the scheduled service visit. In the event of cancellation of the scheduled visit, AV Xpert reserves the right to retain the full deposit paid, which is non-refundable.
Postponement: If the Client wishes to postpone the service appointment, they must provide at least 48 hours' notice. AV Xpert will make reasonable efforts to accommodate the rescheduled date, subject to availability. If the rescheduled date is within 30 days of the original service start date, the deposit will be applied to the new service date. If the postponement results in a delay beyond 30 days, a new quotation may be required, and any increase in costs will be communicated to the Client.
Both parties agree to maintain the confidentiality of any information, documents, or data that is shared in the course of providing or receiving the services under this agreement. This includes, but is not limited to, technical details, business practices, client information, and any proprietary systems or methods.
AV Xpert acknowledges that, in the course of providing service, it may have access to the Client's confidential information, and will take reasonable steps to ensure that such information is not disclosed to any third party without the Client's prior consent, except where required by law or regulation.
The Client acknowledges that any information shared with AV Xpert is provided with the understanding that AV Xpert will use it only for the purpose of performing the agreed-upon service. AV Xpert will not use the Client's confidential information for any other purposes without prior written consent from the Client.
Any custom software, programming, or unique system designs developed by AV Xpert, whether as part of an initial system installation or subsequent updates to an existing system, remain the intellectual property of AV Xpert unless otherwise agreed in writing. The Client is granted a non-exclusive, non-transferable licence to use such intellectual property for its intended purpose, subject to the terms and conditions outlined in this agreement.
In cases where AV Xpert is tasked with updating or modifying an existing system provided by another installer, the Client is responsible for ensuring that AV Xpert is granted the necessary access to the system, including access to original programming, configurations, or software. This may include, but is not limited to, providing passwords, security access, or other relevant documentation. The Client agrees to arrange any necessary permissions or consents from the original installer or third-party provider for AV Xpert to access and modify the system.
If AV Xpert encounters difficulties obtaining access to the original system programming or components due to restrictions or lack of cooperation from the previous installer, AV Xpert will inform the Client. Any delays or additional costs incurred due to such access issues will be the responsibility of the Client. AV Xpert cannot be held liable for any inability to complete the updates or modifications as initially agreed if such access is not provided.
The Client acknowledges that they do not acquire any rights to proprietary software, configurations, or documentation created by AV Xpert, unless explicitly stated in the contract or agreement. Any unauthorised reproduction, modification, or distribution of AV Xpert's intellectual property is strictly prohibited.
In the event that AV Xpert is required to use any third-party software or components as part of the system update, the Client will be informed of any applicable licensing terms. Any such software or components remain the intellectual property of their respective owners.
AV Xpert shall not be liable for any delay, failure, or inability to perform its obligations under this agreement if such delay or failure is caused by an event or circumstance beyond its reasonable control, including but not limited to acts of God, fire, flood, storm, earthquake, war, civil unrest, terrorist activity, strikes, labour disputes, supply shortages, or any other cause that could not have been foreseen or reasonably avoided.
In the event of a Force Majeure situation, AV Xpert will notify the Client as soon as reasonably possible and will make reasonable efforts to resume performance of its obligations as soon as the situation allows. If the Force Majeure event continues for an extended period, both parties will have the right to terminate the agreement without liability, except for obligations that have already been performed. Any deposit payments made prior to the Force Majeure event will remain non-refundable.
No waiver of any provision of this agreement shall be deemed a waiver of any other provision, and no waiver shall be effective unless it is in writing and signed by both parties.
Failure or delay by AV Xpert to enforce any part of this agreement or exercise any right or remedy under this agreement shall not constitute a waiver of such right or remedy, and any waiver, if given, shall not be deemed to be a continuing waiver, nor shall it operate as a waiver of any subsequent breach of the same or any other provision of this agreement.
These Terms and Conditions govern the provision of audio-visual equipment support and maintenance services provided by AV Xpert Limited (the "Company").
"You", "Your", and "Client" refer to the person or entity receiving our products and services. "We", "Us", and "Company" refer to AV Xpert Limited, a company registered in England and Wales (Company Number: 8967195), with a registered office at Unit 2 Kingfisher Court, Hinchingbrooke Business Park, Huntingdon, PE29 6AA.
These Terms are governed by the laws of England and Wales, and any disputes arising from or in connection with these Terms will be subject to the exclusive jurisdiction of the English courts.
By signing the quotation provided by the Company, which details the cost of the Agreement and the equipment covered, the Client accepts these terms and conditions. The contract for the provision of services will be referred to as the "Agreement." or where applicable the "Support and Maintenance Agreement" which may also be referred to as the "SMA".
If any provision of these Terms and Conditions is deemed invalid or unenforceable for any reason (including, but not limited to the exclusions and limitations set out above), the invalid or unenforceable provision will be severed, and the remaining provisions will continue in full force and effect.
All orders for support and maintenance agreements for audio-visual equipment and associated systems must be accepted by the Client via the Company's online quotations and Acceptance Portal. By signing electronically within the portal, the Client acknowledges and agrees to these Terms and Conditions, and the order will be deemed accepted.
The electronic signature provided by the Client is legally binding and has the same legal effect as a physical signature. The Client agrees that their electronic signature is an indication of intent to enter into a binding agreement with the Company, and that the order is confirmed upon submission of the electronic signature.
The Company reserves the right to refuse any order, at its sole discretion, including but not limited to cases where any required payment is not received, or the Company believes the order does not comply with its Terms and Conditions.
The services provided under this Agreement are for the support and maintenance of the Client's audio-visual system, specifically designed to address the ongoing use of the system, covering specifically the equipment as outlined in the quotation. These services shall include routine preventative maintenance, telephone support during business hours, on-site engineer visits where necessary, and loan equipment in the event of failure, all aimed at ensuring the continued effective performance and reliability of the equipment.
The services will be provided for a period of one year (365 days), starting from and inclusive of the date of acceptance of this Agreement, unless the Policy Period is otherwise specified on the quotation. In either case, the specified period of cover shall, herein after, be referred to as the Policy Period.
This Agreement does not cover ongoing support or maintenance outside of the Policy Period unless otherwise agreed in writing. Additionally, the services are limited to the specific equipment identified in the quotation, and any modifications or enhancements outside of this scope will require a separate agreement and separate charges.
The services provided under this Agreement include the following:
- Planned Preventative Maintenance: The Company will perform at least one scheduled Planned Preventative Maintenance (PPM) visit per annum (unless otherwise specified in the quotation), typically towards the start of the Agreement. This visit will be arranged during normal working hours at a time mutually agreed upon by both parties. The PPM visit will include inspection, cleaning, and testing of each item of equipment listed in the Agreement, along with any ancillary items such as cables and power supplies. System updates and diagnostics will be carried out.
- Telephone Support: The Client will have access to technical assistance during business hours (Monday to Friday, 9 a.m. - 5:30 p.m.) for troubleshooting, user guidance, and resolving any equipment faults over the phone.
- On-Site Engineer Visits: If issues cannot be resolved remotely, an engineer will be dispatched to the Client's site. The target response times for on-site visits are as follows: 1 business day for East Anglia; 2 business days for London; 3 business days for the rest of the UK. Callouts will be scheduled at a time mutually agreed-upon between AV Xpert and the Client. The Company will bring standard cabling and components to the service visit, which may be required to resolve the issue(s), but cannot guarantee that all required parts will be available to fully resolve the issue(s), and in such cases, may need to return at a different time.
- Equipment Repair and Replacement: The Company will manage manufacturer warranty claims and provide loan equipment where applicable. For out-of-warranty equipment, repairs will be chargeable and will proceed only with the Client's approval. AV Xpert will cover its own labour charges under the Agreement. However, if repairs require external services, such as for complex precision electronics, those charges will be the Client's responsibility. Minor repairs, where the cost of parts does not exceed £25 + VAT, will be completed at no additional charge. Any repairs requiring parts over £25 + VAT will incur additional charges, with the cost of parts and repairs agreed upon before proceeding.
- User Training Refreshers: The Company will provide a maximum of two (2) user training refresher sessions per year, if requested by the Client. These sessions will be scheduled at a time that suits both parties and may be conducted on-site or remotely, depending on the availability of AV Xpert.
The Client acknowledges that the support and maintenance services provided under this Agreement are subject to the following limitations:
- Only equipment listed in the agreement, along with associated cables and power supplies, will be covered.
- The agreement excludes faults or defects caused by: Misuse, neglect, or failure to maintain an acceptable operating environment; Non-compliance with manufacturers' operating guidelines; Any alterations or modifications made by the Client or third parties without prior written consent from AV Xpert; Accidents or natural disasters affecting the equipment.
- AV Xpert will not provide cover for equipment deemed beyond economic repair.
- Telephone support and engineer visits are available during business hours (Monday - Friday, 9 a.m. - 5.30 p.m.), excluding public and bank holidays. Support is subject to technician availability, and in the event of an unavailable technician, we will return calls within 2 business hours.
- AV Xpert will attempt to resolve issues remotely before dispatching an engineer. On-site visits will only occur after all reasonable remote support options have been exhausted. If the Client does not cooperate during a support call, AV Xpert may refuse to send an engineer.
- Coverage is limited to faults arising from user error, manufacturing defects, or unforeseen failures. Malicious damage, accidental physical damage, or theft are not covered. Additional charges may apply for damages or theft.
- Loan equipment will be provided, subject to availability, during repairs or replacements. If the Client does not confirm repair costs within 14 days, loan equipment may be withdrawn.
- While unlimited engineer callouts are included, AV Xpert reserves the right to charge for callouts if they are subsequently deemed outside the agreement's scope.
- Repeated issues caused by user error, or lack of system understanding, may result in AV Xpert refusing site visits or charging for additional callouts.
Installed equipment covered under the Agreement must not be moved, tampered with, or altered in any way by the Client or any third party, unless otherwise agreed. If AV Xpert determines that the Client or any third party has moved or tampered with equipment (other than equipment that is deemed portable), AV Xpert reserves the right to charge additional fees for any required callouts or repairs. In extreme cases, AV Xpert may revoke the Agreement without notice, if it is determined that such actions have caused damage to the equipment or posed a risk to its proper functioning.
The Client acknowledges that any alterations to the installation or the equipment may void the Support and Maintenance Agreement, and agrees to indemnify AV Xpert for any damages or losses arising from the misuse or mishandling of equipment.
AV Xpert shall not be held liable under any circumstances for the inability of the Client to make full use of the services or equipment provided by AV Xpert or covered under the Support and Maintenance Agreement (SMA). It is the responsibility of the Client to ensure that the services listed are suitable for their needs and that the equipment covered under the Agreement is fit for purpose.
The Client is advised to carefully assess their requirements before accepting the services and acknowledges that AV Xpert has provided all necessary information regarding the suitability of the services offered. If the Client requires any clarification or additional details, they are encouraged to contact AV Xpert prior to the commencement of the service.
AV Xpert will not be held responsible for any incompatibility of services with the Client's existing infrastructure, location, or intended use, unless otherwise specifically agreed in writing by the Company.
AV Xpert will cover the cost of their own labor for any repairs or replacements carried out under the Agreement. AV Xpert's engineers are competent in troubleshooting and repairing audiovisual equipment; however, this coverage does not extend to complex circuitry and electronics diagnostics or repair, which may require specialized expertise beyond our standard services. Additionally, AV Xpert will cover the cost of parts that come under the value of £25 + VAT for any single issue that has arisen and been reported.
In the event that a repair or replacement is required, AV Xpert will, once the issue is diagnosed, supply loan equipment of a similar standard to maintain the overall core functionality of the system while repairs or replacements are being carried out. This ensures that the system remains operational until the issue is resolved. However, if the Client does not approve any chargeable repairs within 14 days of receiving the quotation, AV Xpert reserves the right to withdraw the loan equipment and cease to provide further services in respect of the reported issue.
However, if the cost of replacement parts exceeds £25 + VAT, the Client will be provided with a quotation detailing the nature of the work required and any associated costs. The Client will be required to approve this quotation by signing acceptance before any additional work is undertaken.
Additional charges may also arise if the Client is in breach of the limitations of the policy, such as misusing the equipment, tampering with the installation, or failing to adhere to the terms and conditions outlined in the Agreement. In such cases, AV Xpert reserves the right to charge for repairs, replacements, or additional work that is required to restore the equipment or services to a functional state.
No work or replacement parts will be ordered or installed without the Client's explicit written approval. Failure to approve the quotation may result in delays in service delivery or suspension of services until agreement is reached.
If the Client refuses to approve the additional charges, AV Xpert reserves the right to remove coverage for the affected issue or parts, and the Agreement will continue in a limited form.
Relocation of equipment covered under the Agreement must be carried out by AV Xpert, with the exception of equipment deemed by AV Xpert to be portable. The Client shall not move, relocate, or attempt to relocate any equipment without prior written consent from AV Xpert. This is to ensure that all equipment is handled and set up correctly, avoiding any potential damage or malfunction.
In the event that AV Xpert is required to relocate the equipment, this will be treated as a chargeable service. The Client will be provided with a quotation for the relocation services which may include charges for labour, transport and any additionally required parts or system components, which must be approved prior to the commencement of any work.
Relocation services are subject to the new location being within the United Kingdom. If the new location falls outside the UK, AV Xpert reserves the right to terminate the Agreement early, and any ongoing obligations or support services will cease at that time.
The Agreement will continue to remain in full effect during and after the relocation of equipment by AV Xpert, and any subsequent maintenance or support required following the relocation will be covered in accordance with the terms of the Agreement.
If the Client moves or relocates the equipment without AV Xpert's prior consent, the Company reserves the right to withdraw any coverage for the affected equipment, and the Agreement may continue in a limited form.
AV Xpert will make every reasonable and practicable effort to resolve any reported issues with the equipment or services covered under the Agreement. However, if an issue arises that is outside the scope of manufacturer warranties or is related to software glitches, compatibility problems, or other technical matters, AV Xpert cannot be held responsible for the resolution. In these cases, AV Xpert will work with the manufacturer to address the issue but cannot guarantee the timing or availability of firmware updates or software patches. The issue will be excluded from the Agreement if it cannot be resolved.
AV Xpert will provide services with reasonable skill and care, in accordance with industry standards. However, the Company's total liability to the Client under this Agreement, whether arising from negligence, breach of contract, or otherwise, shall not exceed the total amount paid by the Client for the specific service being provided.
AV Xpert shall not be liable for any indirect, incidental, consequential, or special damages, including but not limited to, loss of profit, loss of use, loss of data, or damage to reputation, arising from or in connection with the services provided under this Agreement, even if the Company has been advised of the possibility of such damages.
AV Xpert will not be held liable for any damage or loss caused by factors beyond its control, including but not limited to, third-party actions, natural disasters, power failures, or other unforeseeable events. Furthermore, AV Xpert is not responsible for any pre-existing issues within the Client's system or equipment that were not brought to the Company's attention prior to the service visit. If pre-existing issues were not reported, additional charges may apply in respect of resloving these, with the Agreement continuing in a limited form.
The services provided under this Agreement do not come with a warranty due to the nature of the work being carried out. While AV Xpert will make every reasonable effort to resolve the Client's issues during the service visit, there is no guarantee that the issue will be fully resolved after one visit, or that the system will perform without further issues following the service visit. In such circumstances, AV Xpert will assess a plan of action within the scope of the Agreement and, if necessary, may need to return at a later date to complete the work or address additional concerns.
The Company shall not be liable for any resulting damage, loss of functionality, or any other consequences arising from unresolved issues. In cases where AV Xpert has made reasonable attempts to resolve the issue, including contacting manufacturers or seeking further support, the specific issue will be excluded from the Agreement. The Client acknowledges that further attempts to resolve the issue may require additional costs and approvals.
In the event of a fault or defect in the service, AV Xpert will, at its discretion, either re-perform the service or issue a partial refund for the service cost, excluding any charges for equipment or materials used. Any refund or re-performance will be contingent upon the Client's full cooperation in providing access to the system or equipment as necessary for the resolution of the issue.
This Agreement will terminate on the final day of the Policy Period. In the event that no new Support and Maintenance Agreement is established to provide uninterrupted coverage, with at least the same level of cover and all items previously covered included, any ongoing repairs or replacements of equipment at the time of termination will be reinstated, but there is no guarantee that the issues will be fully resolved. Additionally, any loan equipment provided will be chargeable or removed, depending on the circumstances.
If an issue is reported within the final days of the Policy Period and we are unable to send an engineer before the end of the period, AV Xpert will include one engineer callout outside the Policy Period free of charge. However, if the issue cannot be fully resolved during this callout, AV Xpert will not be able to assist further unless a new Agreement is in place.
Please note that this Support and Maintenance Agreement does not automatically renew. It is the Client's responsibility to ensure that adequate cover is arranged and a new Agreement is in place before the current Policy Period expires, in order to guarantee the continuation of services without interruption. Failure to do so may result in a lapse in coverage and potential delays or additional costs for any services required after the Agreement ends.
AV Xpert requires sufficient and safe access to the site for the entire duration of any planned maintenance or support visits. This includes access to all relevant areas where the audio-visual system is located, as well as the necessary permissions, keys, or codes for entry. The Client must also provide any required passwords, PINs, or security codes needed to access the systems involved in the service. The Client must ensure that the site provides adequate space for the technician to work, including a safe area for storing tools and equipment used during the service.
Failure to provide adequate access or prepare the site as required may result in delays, additional service charges, or the inability to carry out the service as scheduled. The Client agrees to ensure that all areas where work will take place are accessible and safe for the technician to carry out the agreed services.
AV Xpert reserves the right to delay or reschedule the service if proper access cannot be provided or if health and safety concerns arise during the visit. Any delays caused by inadequate access or unsafe conditions may result in additional charges to cover rescheduling or additional technician time.
The Client is responsible for ensuring a professional and safe working environment for AV Xpert personnel. Any form of verbal or physical abuse towards AV Xpert staff will result in immediate termination of services, with full payment still required.
All activities will comply with relevant health and safety laws. AV Xpert is not liable for injuries, damages, or losses arising from the Client's failure to maintain a safe working environment.
Please note that some repairs may generate noise or cause temporary disruption to the working environment. If the Client requests that the service be stopped due to disruption or noise, additional charges may apply. Furthermore, if the work cannot be completed within the agreed timeframe, AV Xpert may need to return at a later date to finish the service, which could incur additional costs. The Client accepts responsibility for any inconvenience or disruption that may occur during the service visit, and acknowledges that such activities may be necessary to complete the work.
Where possible, the Client shall provide free on-site parking for the technician's vehicle for the duration of the service visit. If on-site parking is unavailable, any parking fees or associated costs will be passed on to the Client. The Client is responsible for ensuring that the technician has access to a nearby parking space, and that these fees are covered.
AV Xpert is committed to environmentally responsible disposal of any waste generated during a service visit. We will remove and dispose of any packaging, old redundant equipment that is being replaced under this visit, and debris directly resulting from the service visit and any repairs carried out on-site. However, we will not dispose of any waste that was not created directly through the service provision.
If the service visit involves the replacement or repair of existing equipment, AV Xpert will remove and dispose of the faulty or replaced equipment in an environmentally responsible manner. The work area will also be cleared of any waste generated during the visit, including cable off-cuts, packaging, and other debris.
If you wish to keep any equipment that is being replaced or removed during the service, please inform the technician on-site, and the equipment will be left in a designated area.
Any waste not related to the service visit, including materials or waste from other contractors, is the responsibility of the Client. The Client agrees to manage and dispose of any such waste separately.
An invoice will be issued promptly upon acceptance of the order. Payment for services under the Support and Maintenance Agreement (SMA) must be made in accordance with the terms outlined in the invoice provided by AV Xpert. Unless credit terms have been agreed upon, full payment for the SMA, including all costs detailed in the quotation (excluding any additional charges that may arise as specified in the agreement), is required prior to the commencement of any services. If credit terms are in place, payment will be due 30 days from the invoice date, unless otherwise agreed in advance of acceptance of the quotation, in writing.
The full upfront costs of the Support and Maintenance Agreement (SMA) are outlined in the quotation accepted by the Client. The Client acknowledges and accepts that additional charges may arise during the term of the agreement. If such charges cannot be mutually agreed upon, AV Xpert reserves the right to limit the provision of services under the agreement. By accepting the quotation or signing the acceptance document, the Client agrees to be bound by and comply with the payment terms as set forth by the Company.
Payments must be made using traceable and secure methods, including card payment, bank transfer, or other electronic payment methods as specified by AV Xpert. For payments over GBP500, BACS transfer or cheque is the only accepted method. Payments must be made from an account in the Client's name.
Any delays in payment may result in delays to the services, suspension of services, or cancellation of the Agreement. In such cases, AV Xpert reserves the right to charge for any additional costs incurred due to non-payment, including legal fees and collection costs. AV Xpert may also apply interest on overdue payments at a rate of 8% above the Bank of England base rate per month, with interest accruing monthly on the outstanding amount from the due date until full payment is received.
If payment remains overdue, AV Xpert reserves the right to refer the account to a third-party debt collection agency. Any costs incurred from the use of a debt collection agency will be added to the outstanding balance and will be the responsibility of the Client. AV Xpert will make reasonable efforts to notify the Client before such action is taken. Any debts referred to a collection agency will incur additional costs and interest from the outset, which will be added to the outstanding amount.
The Client may cancel the Agreement, subject to the following terms:
If the Client wishes to cancel the service, they must provide at least 48 hours' notice prior to any scheduled visits, training sessions or support calls.
Cancellations must be made in writing, and cannot be accepted over the phone.
The Client does not have the right to cancel the service while loan equipment is being provided, or while a warranty or repair claim is currently open.
The Client acknowledges that once AV Xpert has conducted the preventative maintenance visit, or provided any form of telephone support, callouts, site visits, loan equipment, or other tangible benefits in relation to the Agreement, cancellation of the service will be subject to a cancellation fee. This fee will equate to the cost of all services already rendered at the current rates, along with an additional charge of 30% of the total remaining cost of cover on the Agreement once any fees for services rendered have been deducted.
In the event of cancellation, the Client will be entitled to a partial refund, calculated as follows: The total cost of the Agreement, minus the cost of all services already rendered at the current rates (including rental fees for any loan equipment provided), will be divided by the number of months remaining in the Agreement period. A monthly refund value will be determined based on the remaining amount, and 70% of this calculated remaining value will be refunded for each full month left in the Agreement period.
In the unlikely event that AV Xpert is unable to provide the services outlined in this Agreement due to unforeseen circumstances, including but not limited to accident, death, or sudden illness, AV Xpert will make every reasonable effort to provide a suitable substitute of comparable quality. However, AV Xpert cannot guarantee a replacement service, and if a replacement cannot be arranged, the Client will be entitled to a full refund for any services not delivered. In such cases, the Client may seek compensation, up to a maximum value not exceeding the total contracted value for the undelivered services, calculated in the same manner as cancellation of service by the Client, as outlined in the previous cancellation clause.
AV Xpert will not be held liable for non-fulfilment of the contract by any contracted artiste. In such circumstances, liability will rest solely with the contracted artiste, up to and no more than the contracted amount for their services.
The Client acknowledges that they are unable to postpone the start of the policy cover under this Agreement, once accepted. Once the policy coverage period has commenced, the terms and services outlined in this Agreement will apply regardless of any postponement requests. However, if the Client requests to postpone a scheduled service, such as a preventative maintenance visit, callout, or site visit, the request must be made at least 7 days in advance of the originally scheduled service date. Postponement within 7 days of the scheduled service may incur a postponement fee, which will be based on the costs incurred by AV Xpert up to that point, including any non-refundable deposits or expenses. Should the Client fail to reschedule the postponed service within 30 days from the original service date, the cancellation terms outlined in this Agreement may apply, and cancellation fees may be charged.
Both parties agree to maintain the confidentiality of any information, documents, or data that is shared in the course of providing or receiving the services under this agreement. This includes, but is not limited to, technical details, business practices, client information, and any proprietary systems or methods.
AV Xpert acknowledges that, in the course of providing service, it may have access to the Client's confidential information, and will take reasonable steps to ensure that such information is not disclosed to any third party without the Client's prior consent, except where required by law or regulation.
The Client acknowledges that any information shared with AV Xpert is provided with the understanding that AV Xpert will use it only for the purpose of performing the agreed-upon service. AV Xpert will not use the Client's confidential information for any other purposes without prior written consent from the Client.
Any custom software, programming, or unique system designs developed or updated by AV Xpert as part of the agreement remain the intellectual property of AV Xpert unless otherwise agreed in writing. The Client is granted a non-exclusive licence to use such intellectual property for its intended purpose. Any unauthorised reproduction, modification, or distribution is strictly prohibited. The Client retains ownership of any equipment purchased outright but does not acquire rights to proprietary software, configurations, or documentation unless explicitly stated in the contract.
In cases where AV Xpert is tasked with updating or modifying an existing system provided by another installer, the Client is responsible for ensuring that AV Xpert is granted the necessary access to the system, including access to original programming, configurations, or software. This may include, but is not limited to, providing passwords, security access, or other relevant documentation. The Client agrees to arrange any necessary permissions or consents from the original installer or third-party provider for AV Xpert to access and modify the system.
If AV Xpert encounters difficulties obtaining access to the original system programming or components due to restrictions or lack of cooperation from the previous installer, AV Xpert will inform the Client. AV Xpert cannot be held liable for any inability to complete updates or modifications if such access is not provided, and under such circumstances, if this prevents the resolution of an issue that has arisen within the system, said issue will be removed from the scope of the Agreement until such a time that the Client can provide the necessary access and permissions.
Neither AV Xpert nor the Client shall be held liable for any failure or delay in the performance of their obligations under this Agreement if such failure or delay is caused by circumstances beyond their reasonable control, including but not limited to acts of God, war, terrorism, civil unrest, strikes, lockouts, pandemics, natural disasters, government actions, fire, flood, power outages, or any other event or circumstance that could not have been reasonably foreseen or avoided.
In the event of a Force Majeure situation, the affected party shall notify the other party in writing as soon as possible, and both parties will make reasonable efforts to mitigate the effects of the Force Majeure event.
If a Force Majeure event persists for more than 30 days, AV Xpert will not permit termination of the Agreement but may offer to extend the service period by the length of the Force Majeure incident. This extension will be made to ensure the complete fulfilment of the services provided under the Agreement.
If the Force Majeure event significantly impacts the timing or availability of services, AV Xpert will work with the Client to reschedule and provide services as soon as reasonably possible. Neither party shall be entitled to claim damages for any delays or failures in performance resulting from Force Majeure, and both parties agree to cooperate in good faith to reach an equitable solution.
No failure or delay by AV Xpert or the Client in exercising any right, power, or privilege under this Agreement shall operate as a waiver thereof, nor shall any single or partial exercise of any right, power, or privilege preclude any other or further exercise of that or any other right, power, or privilege.
Any waiver of any provision of this Agreement shall be effective only if made in writing and signed by an authorised representative of the party granting such waiver. A waiver of any breach of this Agreement shall not be construed as a waiver of any subsequent breach, whether or not similar in nature.
No course of dealing between the parties or any failure to exercise, or delay in exercising, any right, power, or remedy under this Agreement shall operate as a waiver or preclude any exercise of such right, power, or remedy in the future.
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Unit 2 Kingfisher Court
Hinchingbrooke Business Park
Huntingdon, Cambridgeshire
PE29 6AA
© AV Xpert Limited 2014-2025. AV Xpert Limited is a company registered in England and Wales. Company Registration No: 08967195. VAT Registration No: GB262 4843 96. Registered address: Unit 2, Kingfisher Court, Kingfisher Way, Hinchingbrooke Business Park, Huntingdon, Cambs, PE29 6AA.
