Terms & Conditions (Consumer)

This information is important and you should read it alongside the document/s (“System Proposal”, "Change Order" or "Project Addition") which sets out in detail the particular products and services we are offering to supply, install and maintain via a Service Plan as applicable. These documents set out the cost you pay. You can also find here full details of the manufacturer warranty that is given for the products we are supplying. We offer our own services warranty to match that of the manufacturer supplied product warranty.

We are SONA Projects Limited, registered in England with company no. 08188166, and you can find everything you need to know about us and our products on our website, or from our team before you place an order.

When you buy products and services from us you are agreeing that:

• The cost of producing a concept is not refundable and is not offset against the cost of our supplying you with any of our products and/or services if you place an order after we have provided you with a concept design.
• We only accept your order for the supply and installation of our products when we have checked it against the System Proposal, Change Order or Project Addition.
• We are not bound to accept orders and sometimes we reject them.
• We will charge you in accordance with the System Proposal Document.
• We may charge interest on late payments (see below).
• We can pass on any increases in VAT.
• We are not responsible for delays outside our control.
• You are responsible for making sure any measurements supplied to us by you or persons acting on your behalf are accurate and you may incur additional costs if they are incorrect.
• You are responsible for giving us prompt access to your premises so we can deliver the goods and provide the services you have ordered on the agreed delivery/start date.
• You must ensure that all necessary works (including all first fix electrics and cabling) have already been completed so that we are able to start work in commissioning your system on the date we have agreed to commence your project and that all rooms, cabinetry and furniture to house the products we supply are of reasonable quality and will accommodate the products we provide and also that your premises are completely ready for the installation to begin on the installation date.
• Your own electrical contractor will be available on reasonable notice to provide us with support and advice before and during your electrical installation.
• You have met all the other pre-conditions to installation which are set out in the System Proposal, Change Order or Project Addition.
• You agree to draw to our attention any errors or inaccuracies which appear in it and will check carefully that you have supplied us with accurate information as you agree this is important to make sure that our product and services as envisaged in the System Proposal, Change Order or Project Addition.
• We can change products and these terms.
• We can suspend supply (and you have rights if we do).
• We can withdraw products.
• We can end our contract with you.
• We do not compensate you for all losses caused by us or our products.
• We use your personal data as set out in our Privacy Notice.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract and these are set out in the System Proposal, Change Order or Project Addition.

We only accept orders when we have checked them
We contact you to confirm we have received your order and then we contact you again to confirm we have accepted it. Until that time there is no contract between us.

Sometimes we reject orders
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because a credit reference we have obtained is unsatisfactory, because we cannot verify your age (where the product is age-restricted), because you are located outside our delivery areas or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you in accordance with our System Costing Overview in the System Proposal Document
However, for some products, including our service plans, we take payment at regular intervals, as explained to you during the order process or as set out in the System Proposal Document or in your Service Plan. All goods we supply are only owned by you once we have received payment for them in full.

We charge interest on late payments
If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on increases in VAT
If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We are not responsible for delays outside our control
If our supply of your product is delayed by an event outside our control, such as a result of strikes, blackouts and other industrial disputes (whether within our workforce or that of any other party), failures of utility services, acts of god, riots, fire, flood, storm or default on the party of our supplier or subcontractors, government lockdowns or pandemics, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we will not compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team on 01625 541442 to discuss ending the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.

Products can vary slightly from their pictures
The true colour of our product may not exactly match that shown in our marketing or its packaging may be slightly different.

You are responsible for making sure your measurements are accurate
If we are making or supplying the product to measurements you or your agents provide, you are responsible for making sure those measurements are correct. Find information on how to measure by contacting your Project Manager.

We charge you if you don't give us information we need or do preparatory work as agreed with us
We may charge you additional sums if you do not give us information we have asked for about how we can access your property for delivery, installation or to provide services or if you do not do preparatory work for installation, as agreed with us or as set out in our System Proposal Document. For example, we might need to re-deliver on another vehicle or with extra manpower or reschedule services or installation.

Your legal right to change your mind
Most of our products are not bought online, by mail order, over the telephone or on your doorstep, therefore, you do not normally have a legal right to change your mind about your purchase, and receive a refund of what you paid for it.

You can end an on-going contract (find out how)
We tell you when and how you can end an on-going contract with us, for example, for regular services such as one of our service plans, in the service plan document and we confirm this information to you in writing after we have accepted your order or you enter into a service plan. If you have any questions, please contact our Customer Service Team.

Continued functionality of the products and software depends on you maintaining your subscription for all necessary software licences and any upgrades to the support products you have bought. Where you have a service plan it will set out the software licences that we will maintain in force. Any other software licences must be renewed by you and kept in force at all times as any failure to do so will cause the system to lose functionality. We have no responsibility to you in those circumstances.

You have rights if there is something wrong with your product and/or our services
If you think there is something wrong with your product, you must contact our Support Team. We honour our legal duty to provide you with products that are as described to you within the documentation and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have several options for resolving disputes with us.

Summary of your key legal rights If your product is goods, for example, hardware supplied to you, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: Up to 30 days: if your goods are faulty, then you can get a refund. Up to six months: if your goods cannot be repaired or replaced, then you are entitled to a full refund, in most cases. Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back. If your product is digital content, for example, software supplied as part of your home technology system, the Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality: If your digital content is faulty, you're entitled to a repair or a replacement. If the fault can't be fixed, or if it hasn't been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back. If you can show the fault has damaged your device and we haven't used reasonable care and skill, you may be entitled to a repair or compensation If your product is services, for example, the installation of the home entertainment system, the Consumer Rights Act 2015 says: You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it. If a price has not been agreed upfront, what you are asked to pay must be reasonable. If a time has not been agreed upfront, it must be carried out within a reasonable time.

We can change products and these terms

Changes we can always make. We can always change a product:

• to reflect changes in relevant laws and regulatory requirements;
• to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don't affect your use of the product;
• to update digital content, provided that the digital content always matches the description of it that we provided to you before you bought it. We might ask you to install these updates.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

• deal with technical problems or make minor technical changes;
• update the product to reflect changes in relevant laws and regulatory requirements; or
• make changes to the product (see we can change products and these terms).

We let you know, may adjust the price and may allow you to terminate
We contact you in advance to tell you we are suspending supply and installation of our products, unless the problem is urgent or an emergency. If we suspend supply, or tell you we are going to suspend supply, for more than 12 months you can contact our Customer Service Team to end the contract and we will refund any sums you've paid in advance for products you won't receive.

We can withdraw products
We can stop providing a product, such as an ongoing service, for example, an ongoing service plan or a subscription for digital content or goods. We will give you as much advance notice as practicable and we refund any sums you've paid in advance for products which won't be provided.

We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us if:

• you do not make any payment to us when it is due and you still do not make payment within 7 days of our reminding you that payment is due;
• you do not, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product;
• you do not, within a reasonable time, allow us to deliver the products to you and/or install the same. As the products have been made to your specification and have been personalised, then you may not be entitled to any refund in circumstances where we are unable to sell the products to someone else.

We do not compensate you for all losses caused by us or our products
We are responsible for losses you suffer caused by us breaking this contract which it was reasonable to foresee when we accepted your order unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken all reasonable steps in our power to avoid a delay. We are not responsible for delays outside our control.
• Avoidable. Something you could have avoided by taking reasonable action.
• A business loss. A loss that relates to your use of a product for the purposes of your trade, business, craft or profession or any loss you suffer in connection with your trade, business, craft or profession.
• Loss of profits
• Loss of use or corruption of software, data or information
• Indirect or consequential loss
• Losses in excess of all the monies you have paid to us for the products and services in respect of which you seek compensation

We use your personal data as set out in our Privacy Notice here
How we use any personal data you give us is set out in our Privacy Notice which is found on our website and/or supplied with the System Proposal Document.

You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team will do their best to resolve any problems you have with us or our products and you should allow us to resolve any complaint in the first instance. You should contact our team by phone or email us at complaints@sona.technology. We will respond to you initially within 48 hours and the complaint will be investigated and then considered by a director. We shall endeavour to conclude our investigation and report our findings to you within (28 days) of your initial complaint but in more complex cases it may take longer. We will keep you advised on the progress of our investigation and the likely date the complaints process will be concluded.

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to CEDIA, our industry body, who will consider your complaint under their grievance process providing you submit your complaint within a year from the date we installed the products or, if later, a year from the date you became aware or ought to have become aware of the subject matter of your complaint. A complaint should be sent to member@cedia.org.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We will tell you in writing if this happens and we will ensure that the transfer won't affect your rights under the contract.

You can only transfer your contract with us to someone else if we agree to this. However, you can transfer our warranty (as explained) to a new owner of your property

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

Personal Data. Your personal data will be processed in accordance with our Data Protection Policy.

Notices. Any legal notice under this contract can be served by pre-paid first class post or by email to the other party’s last known address and will be considered to have been received the second working day after the notice can be shown to have been served.