Terms of Service

1. Company Details & Agreement

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer", "you", "your") and SECURIFYHQ LIMITED ("SecurifyHQ", "we", "our", "us").

2. Service Description

2.1 What We Provide

• 24/7 human-verified monitoring of your security cameras
• Alert verification and escalation to your designated contacts
• Incident documentation and reporting
• Secure VPN connection (WireGuard) to your cameras
• Video storage for the agreed retention period

2.2 What We Do NOT Provide

We are a monitoring and communication service only. We do NOT:

• Guarantee prevention of crime, theft, or property damage
• Provide physical security guards or on-site personnel in India
• Directly contact police (we notify YOU — you decide on police involvement)
• Provide insurance coverage of any kind
• Guarantee specific response times in all circumstances
• Take responsibility for camera hardware failures or internet outages

2.3 Service Limitations

Our service is dependent on: camera functionality, internet connectivity at your property, power availability, quality of video feeds, and availability of your designated emergency contacts.

3. Your Responsibilities

3.1 Equipment & Connectivity

• Purchase, install, and maintain compatible security cameras
• Ensure stable internet connection at the property
• Maintain power supply to cameras and networking equipment
• Keep cameras positioned legally and appropriately

3.2 Legal Compliance

• You confirm you have legal authority to install surveillance at the property
• Your use of cameras must comply with India's privacy and surveillance laws
• You must inform visitors and occupants that surveillance is in place
• Cameras must not infringe on neighbors' privacy or record public areas

3.3 Accurate Information

• Provide accurate property address and contact details
• Keep emergency contact information current
• Notify us of any changes to property access or occupancy

4. Service Plans & Pricing

Plan	Monthly	Cameras	Verified Alerts	Setup Fee
Basic	NZ$50	Up to 4	30/month	NZ$100
Standard	NZ$100	Up to 8	75/month	NZ$150
Premium	NZ$140	Up to 12	150/month	NZ$200

Annual subscriptions receive a 10% discount. Founding Member pricing is locked for life — your rate will never increase regardless of future standard price changes.

4.1 Add-Ons

• Additional cameras: NZ$12/camera/month
• Extra alerts: NZ$10 per 10 alerts
• Extended video retention (60/90 days): as quoted
• Additional emergency contacts: as quoted
• Monthly review call: NZ$25
• Dedicated monitoring window: NZ$35/month

4.2 Price Changes

We reserve the right to change pricing with 30 days advance notice to existing customers. Founding Members are exempt from price increases.

5. Payment Terms

5.1 Billing

• Subscriptions renew automatically (monthly or annually)
• Payment processed securely via Stripe
• You will be charged using your payment method on file

5.2 Failed Payments

• We retry failed payments 3 times over 10 days
• Service may be suspended after 10 days of non-payment
• Account may be terminated after 30 days

5.3 Refund Policy

• Monthly: No refunds for partial months. Cancel anytime, effective end of billing period.
• Annual: Non-refundable. Service continues for full 12 months. Cancel before auto-renewal.
• Setup fees: Non-refundable once configuration begins.
• Service outages: Prorated credit may be issued for outages exceeding 7 consecutive days.

6. Service Availability, Uptime & Support

6.1 Target Response Times

• Basic: Alert verification begins within 15 minutes
• Standard: Alert verification begins within 5–8 minutes
• Premium: Alert verification begins within 3–5 minutes

These are target times, not guarantees. Response may vary based on alert volume, technical conditions, or camera feed quality.

6.2 Customer Support

• Email: hello@securifyhq.com (24–48 hour response)
• WhatsApp: +91 99880 00954 (urgent issues, 24/7)
• Phone: +64 3 732 8743 (NZ business hours)

6.3 System Availability & Uptime

SecurifyHQ targets 99% monthly uptime for its monitoring platform and CRM systems. This is a target, not a contractual guarantee. Actual availability may be affected by factors outside our control.

Our platform is hosted on DigitalOcean cloud infrastructure. While DigitalOcean maintains enterprise-grade data centres with redundant power, cooling, and networking, we are subject to their availability. Planned maintenance and unplanned outages on DigitalOcean's infrastructure may temporarily affect our services.

6.4 Power & Connectivity Limitations

Our monitoring operations and your property monitoring are both dependent on uninterrupted power and internet connectivity. The following apply:

• Our systems: We use UPS (Uninterruptible Power Supply) and backup solutions for short-term power interruptions. However, prolonged or major power disruptions affecting our infrastructure or our hosting provider are beyond our control and may result in temporary monitoring suspension.
• Your property: If power or internet is lost at your property, your cameras will go offline and monitoring will be automatically suspended for that property until connectivity is restored. No credit or refund is provided for outages caused by your property's power or internet.
• Major events: Natural disasters, widespread grid failures, ISP outages, or other major infrastructure events affecting either party are classified as force majeure events (see Section 12).

6.5 Planned Maintenance

We may occasionally take systems offline for maintenance, updates, or upgrades. Where possible, we will notify customers at least 24 hours in advance via email. Planned maintenance windows are typically scheduled during low-alert periods. No credit is issued for planned maintenance downtime.

6.6 Outage Credits

As noted in Section 5.3, a prorated credit may be considered for unplanned outages exceeding 7 consecutive days caused solely by our systems. Credits are not provided for:

• Outages caused by your equipment, power, or internet
• Third-party infrastructure failures (DigitalOcean, ISPs, DNS providers)
• Force majeure events
• Planned maintenance
• Outages under 7 consecutive days

No refunds are issued for partial months under any circumstances. Credits, if granted, are applied to a future billing period.

6A. Festival & High-Traffic Period Limitations

6A.1 What Is a High-Traffic Period?

A "High-Traffic Period" or "Festival Period" means any time when alert volumes across our monitored camera network are significantly elevated above normal baseline levels. This commonly occurs during, but is not limited to:

• Major Indian festivals: Diwali, Holi, Navratri, Ganesh Chaturthi, New Year (1 Jan), Eid, Christmas
• National holidays: Republic Day, Independence Day, Holi
• Local events: melas, public gatherings, neighbourhood celebrations
• Any period where alert volume across our network exceeds 5× the 30-day average baseline

6A.2 Alert Volume During Festivals

During major festivals such as Diwali or Holi, our AI detection systems may register 10× or more alerts per hour compared to a normal day. This is caused by:

• Significantly increased foot traffic and gatherings in public and residential areas
• Fireworks, smoke, and bright lights triggering motion and object detection
• Street camera detections from crowds moving through public spaces
• Celebratory gatherings which may appear as unusual activity to AI systems

While our systems apply automatic suppression measures (raised confidence thresholds, extended cooldown periods, and optional street camera suppression), this does not eliminate the significantly elevated alert load on our human monitoring staff.

6A.3 Staffing Limitations

Our monitoring staff are hired and contracted based on normal operational alert volumes. During High-Traffic Periods:

• We do not hire temporary or untrained staff to handle spikes — doing so would introduce unacceptable risk to the security and privacy of customer data and video footage
• Our existing operators will prioritise alerts based on severity and camera type
• Response times during High-Traffic Periods may exceed the standard target times set out in Section 6.1
• Some lower-priority alerts (particularly street-facing cameras during known festival times) may receive delayed review

6A.4 No Guaranteed Response Times During High-Traffic Periods

During High-Traffic Periods, our standard target response times (Section 6.1) are suspended and do not apply. We make no guarantee of alert verification within any specific timeframe during these periods. You acknowledge and agree that:

• Festival and high-traffic alert spikes are foreseeable and inherent to operating security monitoring services in India
• We cannot be expected to scale human staff in proportion to a 10× alert surge
• Our service during High-Traffic Periods is provided on a best-effort basis
• You should not rely on our monitoring as your sole security measure during festivals or major public events

6A.5 Festival Mode — How We Help

To manage alert quality during High-Traffic Periods, we operate a "Festival Mode" in our monitoring platform. When activated for your account:

• Confidence threshold raised: Only alerts where our AI scores ≥90% confidence (vs. the normal camera-level threshold) are escalated to human operators
• Extended cooldown: Repeat alerts from the same camera are suppressed for a minimum of 15 minutes (configurable) to prevent flooding
• Street camera suppression: Cameras designated as "street-facing" or "public-area" may have all alerts suppressed during festival periods, as these generate the highest false-positive volumes from crowd activity
• Indoor cameras unaffected: Interior cameras (bedrooms, offices, restricted areas) continue to operate at normal sensitivity

Festival Mode may be activated by SecurifyHQ at our discretion during known festival periods, or by your account manager upon request. Customers may also request temporary adjustments to their alert thresholds via hello@securifyhq.com.

6A.6 Your Responsibilities During High-Traffic Periods

During festivals and high-traffic events, we strongly recommend that you:

• Do not rely solely on SecurifyHQ monitoring as your security solution
• Ensure your property has appropriate physical security measures (locks, lighting, local alarms)
• Inform your local contacts that reduced monitoring responsiveness is expected
• Contact us in advance if you have a specific security concern during a festival period — we will do our best to prioritise

6A.7 No Liability for Festival Period Incidents

SecurifyHQ accepts no liability for security incidents, theft, property damage, or harm occurring during High-Traffic Periods where our response was delayed, reduced, or unavailable as a result of elevated alert volumes, Festival Mode suppression, or staffing constraints. This limitation applies regardless of your subscription plan. This is in addition to, and consistent with, our general limitations in Section 8.

6A.8 Advance Notice of Festival Periods

Where possible, we will provide at least 48 hours' advance notice via email when we intend to activate Festival Mode for your account or region. However, we reserve the right to activate Festival Mode immediately in response to unexpected alert surges without prior notice.

7. Video Storage & Data

7.1 Retention Periods

• Basic & Standard: 7 days
• Premium: 30 days
• Extended add-on: 60 or 90 days

After retention period, footage is automatically and permanently deleted.

7.2 Access & Privacy

• You can request footage copies at any time (delivered within 48 hours)
• Our operators access footage only when verifying alerts
• All data handling complies with NZ Privacy Act 2020 and GDPR where applicable

See our full Privacy Policy for complete details.

8. Limitations of Liability

8.1 No Guarantee of Prevention

SecurifyHQ provides monitoring and communication services ONLY. We cannot and do not guarantee prevention of theft, vandalism, trespassing, property damage, apprehension of criminals, or recovery of stolen property.

8.2 Liability Cap

To the maximum extent permitted by NZ law, our total liability is limited to the fees you paid in the 12 months prior to the claim. We are not liable for indirect, consequential, or punitive damages.

8.3 We Are NOT Liable For

• Camera hardware failures or malfunctions
• Internet or power outages at your property
• Inability to reach your emergency contacts
• Delays in alert verification due to technical issues or high volume
• Actions or inactions of your emergency contacts or local authorities
• Losses due to your failure to maintain equipment

8.4 Infrastructure & Third-Party Services

Our platform is hosted on third-party cloud infrastructure (including DigitalOcean). We are not liable for losses or service interruptions arising from failures, outages, security incidents, or changes to third-party infrastructure or services beyond our control. We take reasonable steps to select reputable providers and maintain appropriate redundancy, but we cannot guarantee their uninterrupted operation.

8.5 Data Security & Breach Notification

We implement industry-standard technical and organisational measures to protect your personal data and video footage, including encrypted storage, access controls, and secure VPN tunnelling. However, no system is completely immune to security incidents.

In the event of a confirmed data breach that is reasonably likely to cause serious harm to you, we will:

• Notify affected customers within 72 hours of becoming aware of the breach (or as soon as reasonably practicable), in compliance with the NZ Privacy Act 2020
• Notify the New Zealand Privacy Commissioner where required by law
• Provide details of what data was affected, what steps we have taken, and what you should do

We are not liable for breaches caused by: your own failure to secure your account credentials, your third-party camera hardware vulnerabilities, malware on your network, or events classified as force majeure.

8.6 Your Indemnification

You agree to indemnify us from claims arising from your breach of these Terms, violation of any laws, or use of cameras in violation of privacy laws.

9. Cancellation & Termination

9.1 Your Right to Cancel

• Monthly: Cancel anytime with 30 days notice. No early termination fees.
• Annual: Cancel anytime — no refund, but service continues for paid period.

9.2 What Happens on Cancellation

• Monitoring stops at end of billing period
• VPN access is revoked
• Video footage deleted within 30 days
• Account data retained 12 months then deleted
• Your hardware (cameras, router) is yours to keep

9.3 Our Right to Terminate

We may suspend or terminate your account for: breach of these Terms, non-payment after 30 days, providing false information, illegal use, or abuse of our staff. We provide 7 days notice for payment issues and immediate termination for fraud or illegal activity.

10. Intellectual Property

SecurifyHQ owns all rights to our website, software, systems, brand, logos, and processes. You retain ownership of your video footage and property data. You grant us a license to access and process footage solely for providing the monitoring service.

11. Dispute Resolution & Governing Law

• Governing Law: New Zealand
• Jurisdiction: New Zealand courts (small claims may be filed locally)
• Informal Resolution: Contact hello@securifyhq.com first — we commit to 30-day good faith resolution before any legal action
• Arbitration: For disputes under NZ$10,000, either party may opt for binding NZ arbitration

12. General Provisions

• Entire Agreement: These Terms and our Privacy Policy constitute the complete agreement between you and SecurifyHQ.
• Amendment: We may update these Terms with 30 days notice for material changes.
• Severability: If any provision is invalid, remaining provisions continue in effect.
• Force Majeure: Neither party is liable for delays due to circumstances beyond reasonable control.
• Assignment: You may not transfer your account. We may transfer rights to a successor company.