Drake Audio-Visual

Customer Sales and Service Terms and Conditions

Guarantee

All of the systems installed by Drake AV are guaranteed by us for 12 months. If any failure is caused by faults originating from the design/installation of systems, we will attend site and rectify the faults and provide a permanent solution. All of the electrical equipment we supply complies with the manufacturers guarantee and warranty, with extended warranty and support also offered by Drake AV for equipment and systems.

If we are called to site and the issues are deemed to be the result of end user error, interference or any other 3rd party connection or interaction, then both the call-out and the subsequent maintenance are chargeable as indicated in our Engineer Call-Out Forms.

Drake AV Service and Maintenance Cover

We offer service and maintenance cover for new or already installed AV/IT equipment in your organisation.  All service contracts are issued with an annual system service and health-check, which includes checks on the following:

• Preventative (Removing dust, tidying and labelling cables)
• Projectors & Flat Panel Displays
• Cameras & Video conference systems
• Audio systems checks and calibration
• Software firmware updates
• System function tests
• Networking and IT connections

The benefits of an agreement that covers your installed equipment include increased longevity for your hardware, a dedicated service schedule, emergency service and expert technicians.  For example, our routine service maintenance visits are designed to catch any serious issues before they cause a major problem.  Furthermore, our included emergency call-outs mean that you will know who to contact quickly, instead of searching for new service providers to help.  As we have worked with you before and installed the equipment in the first instance, we can spend less time on learning the equipment setup and more time on getting the problem fixed.

Quote Terms and Conditions

• All quotes are subject to site survey.
• All prices are subject to VAT unless otherwise stated. Errors and exceptions excluded.
• All quotes for installation work are subject to a 0.75% charge for waste disposal, unless otherwise stated (minimum £25, maximum charge £100 per invoice). This charge will be applied at Confirmation of Order.
• Parking charges incurred during installation work will be added at final invoice.
• Quotes are valid for 15 days from quote date.
• Drake AV reserves the right to supply equal alternative products should availability from quoted manufacturers potentially delay installation.
• Whilst Drake AV tries to ensure that all prices are accurate, errors may occur. If, prior to delivery of the Goods or performance of the Services we discover an error in the price of the Goods or Services or there is an increase in the cost to Drake AV of the Goods or Services due to reasons outside our control, Drake AV reserves the right to correct or increase the price of the Goods or Services, by giving notice to the Customer at any time before delivery, to reflect any increase in the cost of the Goods or Services to Drake AV. If the Customer objects to such a price increase, Drake AV may grant a right of cancellation.
• Once the customer order is confirmed with an official Purchase Order, Drake AV will provide Confirmation of Order via email.
• If items are cancelled after delivery, the customer will be subject to a 25% restocking fee, plus any applicable carriage or collection charges. This fee covers supplier restocking charges, return logistics, and administration costs. Please note that certain items may not be eligible for return or cancellation after delivery.
• Products returned must be factory sealed in totally pristine condition and returned within 14 days from date of delivery. If any of the terms are not met, a credit will not be granted. It is the customer’s responsibility to return the products to Drake AV Video Ltd.

• Delivery, Inspection and Transit Damage – Delivered Goods/Supply Only

Where Drake AV supplies Goods only, without installation, mounting or commissioning services, the Customer is responsible for checking the Goods immediately on delivery and before they are moved, re-dispatched, installed, mounted, commissioned or put into use.

Any visible damage to the packaging or Goods must be clearly recorded on the delivery documentation at the time of delivery and notified to Drake AV in writing without delay.

The Customer must inspect all Goods as soon as reasonably practical after delivery. For display products, including monitors, televisions, touchscreens and large format displays, the Customer must, where reasonably practical and safe to do so, unpack, inspect and power on the screen within 72 hours of delivery in order to identify any visible or concealed transit damage. For the purpose of this clause, concealed damage incudes faults identified upon powering on or commissioning of the Goods.

Any shortage, incorrect delivery, visible damage or concealed damage must be reported to Drake AV in writing within 72 hours of delivery. The Customer must provide supporting evidence, including photographs of the outer packaging, internal packaging, the Goods, any damage identified, and the serial number and/or delivery label.

All original packaging must be retained until Drake AV confirms otherwise. Drake AV reserve the right to refuse claim for damage, shortage or incorrect delivery where the Goods have been moved from the original delivery location, installed, mounted, altered, used, or where the original packaging has been discarded before the Goods have been fully checked. Where reasonably practical inspection and testing should take place at the original delivery location.

Risk in the Goods passes to the Customer on delivery, unless otherwise agreed in writing.

• Delivery, Inspection and Transit Damage – Goods Supplied with Installation

Where Drake AV is contracted to deliver, install, mount or commission the Goods, Drake AV will carry out a reasonable inspection of the Goods at the point of installation, where reasonably practical to do so.

For display products, including monitors, televisions, touchscreens and large format displays, Drake AV will, where reasonably practical and safe to do so, unpack, inspect and power on the screen before or during installation in order to identify any visible or concealed damage. If visible or concealed damage is identified before or during installation, Drake AV will notify the Customer as soon as reasonably practical and provide supporting evidence where available.

If the Goods are delivered direct to site prior to installation, it is the Customer’s responsibility to inspect the Goods immediately on delivery. Any visible damage to the packaging or Goods must be clearly recorded on the delivery documentation at the time of delivery and notified to Drake AV in writing without delay.

The Customer must inspect all Goods as soon as reasonably practical after delivery. For display products, including monitors, televisions, touchscreens and large format displays, the Customer must, where reasonably practical and safe to do so, unpack, inspect and power on the screen within 72 hours of delivery in order to identify any visible or concealed transit damage.

Any shortage, incorrect delivery, visible damage or concealed damage must be reported to Drake AV in writing within 72 hours of delivery. The Customer must provide supporting evidence, including photographs of the outer packaging, internal packaging, the Goods, any damage identified, and the serial number and/or delivery label.

All original packaging must be retained until Drake AV confirms otherwise. Drake AV may be unable to accept or progress any claim for damage, shortage or incorrect delivery where the Goods have been moved from the original delivery location, installed, mounted, altered or used, or where the original packaging has been discarded before the Goods have been fully checked.

Risk in the Goods passes to the Customer on delivery, unless otherwise agreed in writing.

The Customer acknowledges that Drake AV cannot accept responsibility for pre-existing transit damage where the Goods were delivered to site and accepted by the Customer or a third party before Drake AV attended, or where the Goods and/or packaging were moved, stored, unpacked, removed from the original delivery location, damaged, discarded or otherwise handled by others prior to Drake AV’s inspection.

• Data protection policy – please see our website for further information www.com/privacy-policy/
• IT (User Devices) – many functions of a PC/laptop can be restricted by corporate and user policies. We cannot take any responsibility for the effects of these restrictions. Configuration of the user’s PC/laptop remains their responsibility.

Health & Safety Executive: Control of Asbestos Regulations 2012 – EU Directive 2009/148/EC

The duty to manage asbestos is a legal requirement. It applies to the owners and occupiers of commercial and public premises (such as offices, industrial units, hospitals, schools, etc.)

If commissioned to carry out AV installation work in your building, we will need prior notification that the area we are to work in is clear of asbestos. It is a legal requirement that your building has been assessed for asbestos and its location or absence is verified in your Asbestos Register.

Should the Asbestos Register not be available or cannot be found when we attend site we will not be able to commence any work and extra charges will be applied for Engineer’s down time.

Payment Terms

All prices are subject to VAT. E & O E. We are unable to guarantee price stability though we will hold prices wherever we can.

Payment Terms

For orders with a total value up to £5,000 (excluding VAT), payment is required in full at the time of placing the order.

For orders exceeding £5,000 (excluding VAT), the following staged payment terms apply:

• 25% of the total order value is due upon receipt of the order
• 50% of the total value is due 5 days prior to delivery of the goods
• The remaining 25% of the total order value is due upon completion of the work.

Insurance

Insurance of all equipment shall be solely the responsibility of the purchaser from the time of initial installation.

All images shown within quotations are used for illustration purposes only and may not represent the actual equipment described or supplied. This document and all intellectual rights are and remain the property of DRAKE AV VIDEO LTD. and should not be distributed outside the organisation to which it was supplied, either whole or in part without the express permission of Drake AV Video Ltd. All orders accepted are subject to our normal terms and conditions, unless agreed otherwise. Registered trademarks are the property of their respective companies.

Installation Method

Our team will require full, unhindered access on the agreed date & time. Failure to provide adequate access will result in a charge of £690.00 per day to cover our costs. Parking must be provided if possible, please liaise with our service department to confirm. The installation/fixing of equipment will be facilitated through the use of hand tools with battery powered tools used when required. We require that network connection points and mains power sockets (240V) to be installed by others unless appointed by Drake AV sub-contractors.  For installations above shoulder height, we will utilise A-frame ladders and scaffold/plant equipment where necessary. All redundant cabling will be removed. The existing AV equipment will be de-installed and removed from site unless otherwise stated.

Full Risk Assessments, Method Statements and Delivery Schedules will be provided on acceptance of our proposal.

Our Reference: 
DAV-ISO-051 (b), Ver:14 Date:12.03.26