Terms Of Service

Terms of Service

Grapevine Communications (London) Ltd.
Last updated: 28th September 2026

1. Who we are

Grapevine Communications (London) Ltd (“we”, “us”, “our”) provides communication and security services to business and individual customers in the UK, including:

• Sales, installation and maintenance of VOIP systems

• Network cabling

• CCTV systems

• Access control and door entry systems

By requesting a quote, placing an order or using our services, you agree to these Terms of Service.

2. Who these terms apply to

2.1 These terms apply to both:

• Business customers (for example, companies, partnerships, sole traders using our services for their business); and

• Consumer customers (individuals using our services mainly for personal, non‑business purposes).

2.2 Some rights only apply to consumers under UK consumer law. Where this is the case, we make that clear in these terms.

3. Services and scope of work

3.1 The exact services, equipment and pricing will be set out in our written quote, order form or contract (the “Agreement”).
3.2 Any changes to the scope of work must be agreed in writing and may affect pricing and timescales.
3.3 We will use reasonable skill and care in providing our services, in line with good industry practice.

4. VOIP services and contracts

4.1 VOIP services are supplied on a fixed‑term contract with a monthly rental. The initial term will be stated in your Agreement (for example, 12, 24 or 36 months).
4.2 During the fixed term you agree to pay all monthly rental charges and any agreed usage or additional fees.
4.3 At the end of the fixed term, the contract will automatically renew for further 12‑month periods unless you give us written notice to terminate, in line with the notice period in your Agreement.
4.4 If you end the VOIP contract early (before the end of the fixed term or a renewal period), early termination charges may apply. These will be set out in your Agreement.
4.5 You are responsible for:

• Providing suitable internet connectivity and power; and

• Ensuring your internal network and equipment are compatible with our VOIP services.

4.6 Consumers only: Your legal rights under UK consumer law are not affected by this section. If you are a consumer and have any questions about your rights, you should seek independent advice.

5. Installation and maintenance

5.1 We will agree installation dates with you in advance. You must ensure we have safe and reasonable access to your premises.
5.2 Risk in any equipment passes to you on delivery or installation (whichever is earlier). Ownership may pass at a different time, as set out in your Agreement.
5.3 Where we provide maintenance services, the scope (e.g. response times, what is covered, exclusions) will be set out in your Agreement.
5.4 We are not responsible for faults caused by:

• Misuse, unauthorised changes or damage by you or third parties;

• Issues with your internet connection, power supply or third‑party services; or

• Events outside our reasonable control (see section 11).

6. Charges and payment

6.1 Our charges will be set out in your quote or Agreement. Prices are usually exclusive of VAT unless stated otherwise.
6.2 We currently take payments offline only, for example by bank transfer, standing order or other agreed methods. We do not currently accept payments directly through this website.
6.3 Invoices are payable within the payment terms shown on the invoice or Agreement.
6.4 If you do not pay on time, we may:

• Charge interest on overdue amounts at the statutory rate; and/or

• Suspend services until payment is received.
  6.5 You agree to pay all charges for the duration of any fixed term or renewal period, unless the Agreement is ended in line with these terms.

7. Your responsibilities

You agree to:

• Provide accurate information so we can design and deliver suitable solutions;

• Obtain any necessary permissions (for example, from landlords or building managers);

• Use the services in a lawful manner and not for any illegal or harmful activity;

• Keep your systems and passwords secure and confidential.

8. Data protection and CCTV

8.1 We may process personal data in order to provide our services. We will do so in line with applicable UK data protection laws and our Privacy Policy.
8.2 If we install CCTV or access control systems, you are the data controller for any footage or access logs collected. You are responsible for:

• Using such systems in compliance with data protection and privacy laws;

• Providing appropriate notices to staff, visitors and other individuals; and

• Responding to any data subject requests or regulatory enquiries.

9. Warranties and limitations

9.1 For all customers

We will provide our services with reasonable skill and care. Except as expressly stated in these terms or required by law, we do not give any other warranties (express or implied) about the services or equipment.

9.2 Business customers

9.2.1 To the fullest extent permitted by law, we are not liable for:

• Loss of profit, revenue, business, contracts or anticipated savings;

• Loss of data or corruption of data; or

• Any indirect or consequential loss.

9.2.2 Our total liability for all claims arising out of or in connection with the Agreement (whether in contract, tort or otherwise) is limited to the total charges paid by you to us under that Agreement in the 12 months before the claim arose.

9.3 Consumers

9.3.1 If you are a consumer, we are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill.
9.3.2 We do not exclude or limit our liability to you where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, or for fraud.
9.3.3 We are not responsible for losses that are not foreseeable, or for business losses where you use our services mainly for personal, non‑business purposes.

10. Suspension or termination

10.1 We may suspend or restrict services if:

• You fail to pay any undisputed amount when due;

• You materially breach the Agreement; or

• We are required to do so by law or a regulatory authority.
  10.2 Either party may terminate the Agreement for material breach if the other party does not remedy that breach within a reasonable period after written notice.
  10.3 Termination does not affect any rights or obligations that have already arisen, including your obligation to pay any outstanding charges and any early termination fees.

11. Events outside our control

We are not responsible for any failure or delay in performing our obligations caused by events outside our reasonable control, including (but not limited to) power failures, internet or telecoms outages, industrial disputes, extreme weather, or acts of government or regulators.

12. Changes to these terms

We may update these Terms of Service from time to time. The latest version will be published on our website. If changes materially affect existing contracts, we will give you reasonable notice.

13. Governing law and jurisdiction

These Terms of Service and any non‑contractual obligations arising out of or in connection with them are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction.

14. Contact us 

If you have any questions about these Terms of Service, please contact:Grapevine Communications (London) Ltd, 137 Sheepcot Lane, Watford, WD250ED.                                                  Email: info@grapevinecomms.co.uk