1. Warranty provider
This warranty is provided by BlueMax Technology Support Ltd, company number 12902082, of R1.6 Fen House, Fen Road, Cambridge, Cambridgeshire, England, CB4 1UN (“BlueMax”). Contact hello@bluemaxinfo.co.uk or 01223 944389.
2. Warranty period and eligibility
The warranty runs for three years from the completion date shown on the BlueMax invoice or handover record. It applies to qualifying equipment supplied and installed by BlueMax as part of the same contract and to BlueMax installation workmanship.
The warranty is issued to the original customer for the installed premises unless BlueMax agrees a transfer in writing. Proof of purchase or the relevant BlueMax invoice number may be required.
3. What the warranty covers
Subject to the exclusions below, the warranty covers:
- a confirmed defect in CCTV equipment supplied by BlueMax that prevents it from performing substantially in accordance with its intended specification;
- a confirmed failure caused by BlueMax installation workmanship, including a qualifying fault in a BlueMax-installed termination, connection, mounting or standard cable route;
- reasonable remote diagnosis and, where needed, an on-site attendance at the original installed premises; and
- repair or replacement of the covered item, at BlueMax’s option, without a charge for the covered equipment or covered installation labour.
4. Replacement equipment
Where replacement is appropriate, BlueMax may supply the same model or an equivalent model with substantially comparable functionality. A replacement may be new or professionally refurbished where lawful and reasonable, and will be compatible with the installed system so far as reasonably practicable.
A replacement does not restart the three-year period. The repaired or replaced item remains covered for the balance of the original warranty period. Removed equipment becomes BlueMax’s property where ownership is needed to complete a manufacturer or distributor claim.
5. Installation workmanship
Covered workmanship is work carried out by BlueMax or an authorised BlueMax installer under the original quotation. If a covered workmanship fault is confirmed, BlueMax will take reasonable steps to correct the affected work.
The warranty does not guarantee that a preferred cable route will remain cosmetically invisible, that pre-existing surfaces will not age or move, or that third-party building materials will remain unchanged. Making good or decoration is included only where expressly stated in the quotation.
6. What is not covered
This warranty does not cover a fault, failure or damage caused or contributed to by:
- accidental damage, impact, dropping, drilling, paint, building work or damage by occupants, pets, vehicles or contractors;
- theft, attempted theft or vandalism, including deliberate interference with cameras, cabling, recorders or network equipment;
- water ingress, flooding or extreme weather outside the product’s specified environmental rating, or water entering through a building defect or non-BlueMax work;
- lightning, electrical surge, unstable power or power failure, including damage originating from the customer’s electrical installation or a utility supply;
- customer misuse or neglect, failure to follow instructions, unsuitable cleaning, blocked ventilation, password loss, unauthorised reset or use outside the intended specification;
- third-party modification, relocation, repair, opening, cabling, firmware change or system alteration not authorised by BlueMax;
- internet, router, Wi-Fi, mobile-network, app, cloud or third-party service faults, including provider changes, outages, account problems, incompatible customer devices or altered network credentials;
- customer-owned or third-party equipment, wiring, storage, monitors, devices, power supplies or accessories not supplied by BlueMax;
- pests, insects, corrosion, contamination, fire, subsidence or structural movement not caused by BlueMax workmanship;
- normal wear and cosmetic change that does not materially affect operation; or
- a failure to permit reasonable diagnosis, maintenance or access.
7. Consumables and routine maintenance
Consumable or maintenance items are excluded unless they fail because of a separate covered defect. Examples include remote-control batteries, replaceable backup batteries, customer-replaceable fuses, cleaning materials and items expected to deteriorate through normal use.
Cleaning lenses, removing obstructions, managing vegetation, changing passwords, retraining users, adjusting preferences, network changes and routine system health checks are maintenance or support services rather than warranty replacements unless the need results directly from a covered fault.
8. Recording, alerts and connectivity
No CCTV system can guarantee prevention or recording of every incident. Retention, image quality, detection and notifications vary with settings, scene conditions, storage, power and connectivity. A change in performance caused by customer settings, environmental conditions or a third-party platform is not an equipment defect.
Where BlueMax confirms a fault in a covered recorder, hard drive, camera or BlueMax-installed connection, that hardware fault remains eligible subject to these terms.
9. How to make a claim
- Contact BlueMax at 01223 944389 or hello@bluemaxinfo.co.uk.
- Provide your name, installation address, invoice or quotation reference, the affected equipment and a clear description of the fault.
- If reasonably requested, provide indicator-light details, screenshots, photographs or a short non-sensitive video of the fault. Do not send private CCTV footage unless BlueMax confirms a suitable method.
- Follow reasonable diagnostic steps. BlueMax may be able to restore service remotely without an attendance.
- If an on-site visit is needed, provide safe access to the system, network equipment, power and relevant work areas at the agreed time.
10. Diagnosis and chargeable work
BlueMax will assess whether the reported issue is covered. If inspection shows that the issue is excluded, that no fault exists, or that it is caused by customer or third-party equipment, BlueMax may offer chargeable support. Any attendance or repair charge will be explained before chargeable work proceeds where reasonably practicable.
Emergency attendance, out-of-hours work and temporary security arrangements are not included unless separately agreed.
11. Customer obligations
The customer must take reasonable care of the equipment, keep passwords and recovery details secure, use suitable power and network services, maintain clear camera views, report faults promptly and take reasonable steps to prevent further damage. The customer must not permit an unauthorised person to alter or repair the system while a warranty claim is being assessed.
12. Limits of this warranty
This warranty provides repair or replacement for a covered fault. It is not insurance and does not cover loss of recordings, loss of use, alternative security, property loss, business interruption or losses caused by a criminal incident. BlueMax’s broader liability remains governed by the installation contract and applicable law.
Nothing in this warranty excludes or limits liability where doing so would be unlawful.
13. Statutory rights
This warranty is additional to statutory rights. For consumers, goods must be as described, of satisfactory quality and fit for a disclosed purpose, and installation services must be carried out with reasonable care and skill, subject to applicable law. Those rights may provide remedies outside or beyond this written warranty and are not restricted by it.
Further general consumer guidance is available from Citizens Advice and GOV.UK. Commercial customers retain the rights expressly provided by their contract and any rights that cannot lawfully be excluded.
14. Governing law
This warranty is governed by the law of England and Wales. The courts of England and Wales have jurisdiction, subject to any mandatory right of a consumer elsewhere in the United Kingdom to use their local courts.