Terms & Conditions

At Neos, we have a policy of plain and clear language as we believe this enables you to become better informed on whether the Neos Service is right for you.

As part of accepting our services, you should now read our terms & conditions together with your home insurance policy (that you will have received separately). Should you have any questions please contact us via email hello@neos.co.uk or call us on 0203 210 3000 and we will aim to respond as quickly as we can.

The Neos Service Terms & Conditions include (but not limited to) terms that inform you that:

  • They relate to the website, App, devices and monitoring services
  • Neos uses third party devices (including but not limited to smoke sensors, motion sensors, door / window sensors, moisture sensors, water flow sensors and internal camera) which are intended to make your home intelligent and help you protect your home
  • While we have selected these devices based on their reliability, they are intended for the provision of non-time-critical and non-life-threatening information.  They are not intended to be reliable or available 100% of the time and are not certified for emergency use and should therefore not be considered a replacement for certified devices (e.g. smoke detectors that are EN14604:2005 compliant)
  • The Neos Service may be subject to sporadic interruptions and failures for a variety of reasons beyond Neos’ control
  • Should you wish to cancel the Neos Service or your home insurance, please refer to paragraph
  • We provide our Privacy Policy on our website which sets out how we may collect and use your data.

For insurance policies sold, you will not receive advice or a recommendation from us. We will help you make the right choice by asking some questions to narrow down the selection of products and provide information relevant to your demands and needs.  Further detail can be found on our website by following the link to the policy wording

The terms of your home insurance shall be set out within your home insurance policy.

Please refer to the insurance policy documentation or use the following contact details:

  • Customer underwritten by Great Lakes Insurance SE (“Great Lakes”) should call 0203 210 3000
  • Customer underwritten by Aviva Insurance Limited should call 0203 210 3000

If in any doubt on who to contact, please email us on hello@neos.co.uk, or call us on 0203 210 3000 and we shall aim to respond as soon as possible.

1.1 ACCEPTANCE OF TERMS AND CONDITIONS

1.1.1 The Terms and Conditions set out herein relates solely to the services provided by Neos Ventures Limited relating to the website www.neos.co.uk (“the website”), App (“App”), connected home devices (“devices”) and monitoring service (“monitoring service”). References to “website” and / or “App” and / or “devices” and / or “monitoring service” are references to the “Neos Service” and vice versa. References to “we”, “us”, or “our” are references to Neos Ventures Limited.

1.1.2 We are a company registered in England and Wales (09941700) and our registered office address for correspondence can be found on Companies Househttps://beta.companieshouse.gov.uk/company/09941700. We are authorised and regulated by the Financial Conduct Authority, the independent body who regulates firms working in financial services (reference number: 752145).

1.1.3 We are able to provide products under an exclusive arrangements with Aviva Insurance Limited (Buildings and Contents insurance) and ARAG (Home Emergency and Legal Protection) for which Neos receive a commission for arranging a policy. Aviva Insurance Limited. Registered in Scotland, No. 2116. Registered Office: Pitheavlis, Perth PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, registration number 202153. ARAG plc (company number 02585818) registered at 9 Whiteladies Road, Clifton, Bristol, BS8 1NN, who is authorised under a binding authority agreement to administer the insurance on behalf of the insurer, AmTrust Europe Limited (company number 1229676), registered in England and Wales. Registered office: Market Square House, St James’s Street, Nottingham, NG1 6FG. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct, registration number 202189.

1.1.4 Your use of the Neos Service is at all times subject to these Terms and Conditions. By accessing the Neos Service you agree to our Terms and Conditions set out below. If you do not agree to these Terms and Conditions, you must exit our website and / or App immediately.

1.1.5 For the avoidance of doubt, you will have received separate agreements for your home insurance and you should refer to the terms set out therein for all insurance related terms and conditions. The Neos Services Terms and Conditions shall not affect the terms of your home insurance policy in any way (either expressly or implied).

1.2 CHANGES TO TERMS AND CONDITIONS

1.2.1 We reserve the right, from time to time, with notice to you, to change these Terms and Conditions at our sole discretion. The Terms and Conditions applicable to your access to and use of this website and App will be the version that is current and displayed on the website and / or App as at each date you access the website and / or App. Your use of the Neos Service after changes are made means that you agree to be bound by such changes.

1.3 ACCOUNTS AND BILLING

1.3.1 For accounts and billing please email hello@neos.co.uk or call us on 0203 210 3000.

1.3.2 You will have chosen to either pay a one-off annual premium or monthly (direct debit) premium. In the event you choose to cancel the Neos Service please refer to cancellation terms in these Terms & Conditions (paragraph 7) and the terms set out within your home insurance policy documentation.

1.3.3 The price of your premium is as quoted on the website and / or App. Prices stated includes all relevant taxes and delivery charges.

1.4 OTHER APPLICABLE TERMS

1.4.1 In addition to these Terms and Conditions our Privacy Policy also applies to your use of the website and / or App and is, where relevant, incorporated by reference into these Terms and Conditions. Please also refer to our FAQs on the website for further information.

2.0 WEBSITE, APP AND DEVICE USE

2.1 You agree not to upload, post, email or otherwise send or transmit any material that contains software viruses or any other computer code, files or programmes designed to interrupt, harm, damage, destroy or limit the functionality of any computer software or hardware or equipment linked directly or indirectly with the Neos Service. You also agree not to interfere with the servers or networks underlying or connected to this website or our services or to violate any of the procedures, policies or regulations of networks connected to the website and/or App and/or devices.

2.2 All content and programming of the website and / or App is our property. Except as may be permitted by law, notwithstanding contractual prohibition, you may not reproduce, modify, copy, de-compile or reverse engineer any of the materials, software or content on the website and / or App without our written permission. Use of the website and / or App is restricted to personal, non-commercial use only.

2.3 You agree not to impersonate any other person while using the Neos Service, conduct yourself in an offensive manner while using our website and / or App, or use the website and / or App for any illegal, immoral or harmful purpose.

2.4 You may not use the Neos service for unlawful purposes or in any way that may damage our name or reputation or that of our affiliates and partners.

2.5 It is your responsibility to ensure your computer system and mobile device meets all the necessary technical specifications to enable you to access and use the website and / or App and is compatible with the website and / or App.

2.6 We may, from time to time, restrict access to certain features of the Neos service, parts or content of the website and / or App, or the entire website and / or App, to users who have registered with us.

2.7 You are solely responsible for maintaining the confidentiality of your account and password, for all activity that takes place on your account, and for restricting access to your computer and mobile device. We will not be held liable for any loss or damage that may result from your failure to do so.

2.8 The information contained in the Neos website is for general information purposes only. We endeavour to keep the information contained on the website (other than User Material) up-to-date and correct, although there may be times when this is not the case. If you notice any issue with the information on the website and / or App, please contact us at hello@neos.co.uk.

3.0 INTELLECTUAL PROPERTY RIGHTS

3.1 All intellectual property rights in or relating to the Neos Service (including our text, graphics, software, photographs and other images, videos, sound, trademarks and logos) are owned by us or our licensors.

3.2 EXTERNAL LINKS

3.2.1 From time to time this website and / or App may also include links to other websites and / or Apps and / or devices and / or services that we do not control. These links are provided for your convenience and information. They do not signify that we endorse the website(s) and / or Apps and / or devices. We have no responsibility for the content, privacy policies or operation of such linked website(s) and / or Apps and / or devices, or for anything provided (or not provided) by the third parties.

4.0 AVAILABILITY OF WEBSITE AND / OR APP

4.1 Although we aim to offer you the best service possible, we make no promise that our website and / or App services will be available all of the time, meet your requirements or be fault free. If a fault occurs in the service, please report it to us at tech@neos.co.uk and we will correct the fault as soon as we reasonably can.

4.2 Your access to the website and / or App may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will restore the service as soon as we reasonably can. In the event that our website and / or App is unavailable, our usual order and cancellation deadlines apply; please notify us of changes to your order via email at hello@neos.co.uk.

4.3 Your access to the website and / or App may be occasionally restricted due a variety of reasons beyond Neos’ control (e.g. internet connection, phone software). You acknowledge these limitations and agree that Neos is not responsible to resolve nor liable for subsequent implications from failure or delay due to reasons beyond Neos’ control.

5.0 DEVICES

5.1 Neos uses third party devices (including but not limited to smoke sensors, motion sensors, door / window sensors, moisture sensors and internal camera) which are intended to help you protect your home.  While we have selected these devices based on their reliability, they are intended for the provision of non-time-critical and non-life-threatening information.  They are not intended to be reliable or available 100% of the time and are not certified for emergency use and should therefore not be considered a replacement for certified devices (e.g. smoke detectors that are EN14604:2005 compliant).  The third party devices used by Neos are subject to sporadic interruptions and failures for a variety of reasons beyond Neos’ control.

5.2 You acknowledge these limitations and agree that Neos is not responsible for any damages allegedly caused by failure or delay in the third party devices provided by Neos.

5.3 The devices have been selected on the basis that they can be easily self-installed. We also offer a paid for professional installation service. Where you choose to purchase a professional installation, we agree to carry out the work to install the devices on these terms and conditions:

5.3.1 You will have confirmed an installation date and estimated time with us. Devices shall be delivered to your registered address in advance to our engineers and it is your responsibility to have the delivered devices available at the time of installation. Sometimes, to carry out the installation of the devices as quickly as possible, we may need to use sub-contractors. All sub-contractors are approved by us. All engineers will carry and present identity cards.

5.3.2 Engineers will only work in your home if there’s someone 18 years old or older there at all times during the visit. It’s your responsibility to give us access to your home. We won’t start or continue doing any work in your home if we believe there’s a health and safety risk.

5.3.3 If you need to change the date of any installation we ask that you contact us as soon as you can via email hello@neos.co.uk or by calling us on 0203 210 3000, that way we’ll be able to rearrange for the earliest next available date. If you fail to keep an agreed appointment time for the installation of on more than two occasions, we may be required to apply an additional installation charge.

5.3.4 We’ll take reasonable care to carry out the installation without causing damage to your property. We’ll make good any damage that is directly caused by our negligence.

6.0 DELIVERY AND RETURN OF DEVICES

6.1 Devices can only be delivered to addresses within the United Kingdom; this excludes PO Box addresses and BFPO addresses.

6.2 Actual delivery times may vary for you depending on (including but not limited to): stock availability; your delivery address; circumstances impacting delivery by the delivery service.

6.3 You will not hold us responsible for any delays, outside our control, which relate to the delivery of devices.

6.4 It is your responsibility to report all lost or undelivered devices online within 7 days by contacting us at: hello@neos.co.uk.

6.5 If you change address, you must update your address details by contacting us at hello@neos.co.uk.

6.6 If you are dissatisfied with any device you receive from us, please contact our customer services team tech@neos.co.uk. We retain the right to request a return of any faulty device by recorded delivery to Neos Ventures Limited and the device will be inspected. If we request recorded delivery then we will pay for the cost of the postage on provision of the postage receipt. If the fault is agreed, a replacement device will be provided at no charge. Nothing in this section affects your legal rights.

7.0 CANCELLATION OF NEOS SERVICE

7.1 We can cancel the Neos Service and home insurance by giving you at least 14 days’ notice in writing at your last known address. Any return premium due to you will depend on how long the Neos Service and home insurance has been in force and whether you have made a claim.

7.2 You can also cancel the Neos Service and home insurance at any time by phoning Neos on 0203 210 3000. Any return premium due to you will depend on how long this insurance has been in force and whether you have made a claim.

7.3 If we or you cancel the policy we will provide you with a prepaid package to return the smart home technology to us and ask that this is returned within 14 days of your cancellation date. If you do not return the technology, we will charge you a one-off fee as detailed within your home insurance documentation.

7.4 If you cancel your policy you will no longer be able to use the Neos App and associated smart technology.

8.0 PRIVACY

8.1 We collect personal information about you through your use of the Neos Service. All information that we collect about you is subject to our Privacy Policy which can be found on our website (www.neos.co.uk)

9.0 LIMITATIONS ON LIABILITY

9.1 Nothing in this clause 9 or otherwise in these Terms and Conditions shall exclude or in any way limit our liability for: fraud or fraudulent misrepresentation; death or personal injury caused by our negligence; breach of any obligations implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982; under Part I of the Consumer Protection Act 1987; or any other liability to the extent the same may not be excluded or limited as a matter of law.

9.2 None of these terms restrict any of your statutory rights. For further information about your statutory rights, contact your local authority Trading Standards Department or Citizen’s Advice Bureau.

9.3 Subject to clause 9.1, in no event shall we be liable to you for any business losses. Any liability we do have for losses you suffer is strictly limited to the purchase price of the relevant products and to losses that were foreseeable. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us. Please note that this does not affect your statutory rights.

9.4 You acknowledge that your use of the Neos Service is at your own risk (also refer to Clause 5.1 and 5.2).

9.5 Except for liability which we cannot limit, restrict or exclude by law we shall have no liability to you or any third party for any direct, indirect or consequential losses or damages (including loss of profits), or any other damages of any kind whether that were not foreseeable to both you and us at the point of sale or use of the Neos Service.

10.0 APPLICABLE LAW

10.1 Your use of this website and / or App is governed by these Terms and Conditions and construed and enforced in accordance with the laws of England and Wales. Disputes arising from your use of this website and / or App and the services we provide are subject to the exclusive jurisdiction of the courts of England and Wales.

11.0 ASSIGNMENT BY US

11.1 You agree that we may assign any of our rights and/or transfer, sub-contract or delegate any of our obligations under these Terms and Conditions. These Terms and Conditions are personal to you and you may not assign any of your rights or transfer, sub-contract or delegate any of your obligations under these Terms and Conditions.

12.0 ACCOUNTS ARE NON-TRANSFERABLE

12.1 Accounts with Neos Ventures Limited are not transferable and therefore cannot be sold or traded.

13.0 NO WAIVER

13.1 If we delay exercising or fail to exercise or enforce any right available to us under these Terms and Conditions, such delay or failure does not constitute a waiver of that right or any other rights under these Terms and Conditions.

14.0 FORCE MAJEURE

14.1 We will not be liable to you for any lack of performance, or the unavailability or failure, of this website and / or App or our services, or for any failure by us to comply with these Terms and Conditions, where such lack, unavailability or failure arises from any cause reasonably beyond our control.

15.0 THIRD PARTY RIGHTS

15.1 Nothing in these Terms and Conditions confers on any third party any benefits under the provisions of the Contracts (Rights of Third Parties) Act 1999.

16.0 NO WARRANTY

16.1 This Website and / or App and our Communications, and their content, are provided as is.
16.2 We accept no liability for the content of and functions contained on the Website and / or App and / or devices or in our Communications.

16.3 We make no warranty that the Neos Service will operate uninterrupted or error-free.

16.4 We make no warranty that the website and / or App is compatible with all computer or mobile device software and equipment.

16.5 We take internet security seriously, although we cannot warrant that the Website and / or App and its server is free of errors, viruses, worms, Trojan Horses or any other malicious software and we shall not be liable for any damage you may suffer as a result of such destructive and unintended features.

16.6 We will not be deemed to be in breach of contract or of these Terms and Conditions as a result of any failure to perform our obligations or any delay in our performance if that failure or delay is due to any circumstance beyond our reasonable control.

16.7 We warrant that the products will be of satisfactory quality and fit for purpose.

16.8 This warranty is in lieu of all other warranties, expressed or implied.

17.0 VALIDITY OF PROVISIONS AND REMEDIES

17.1 If any provisions of these Terms and Conditions is or becomes invalid or contravenes applicable regulations then the remaining provisions will not be affected.

18.0 WAIVER AND BREACH

18.1 No waiver by us or breach of the Terms and Conditions shall constitute a waiver of any other form.
18.2 No failure by us to exercise any remedy shall constitute a waiver of the right subsequently to exercise that or any other remedy.

19.0 WEB LINKS AND ADVERTISING

19.1 Links to our Website and / or App from other Websites or Publications (included but not limited to magazines, newspapers, newsletters and flyers) (other than sites owned by Us or publications commissioned by us) are for information only. They have not been reviewed by us and as such we have no responsibility for the content of such Websites or Publications and accept no liability for any loses whatsoever that may be incurred as a result.

20.0 CONTACTING US

20.1 Please submit any questions you have about these Terms and Conditions or a membership you have registered for by email to hello@neos.co.uk, call us on 0203 210 3000 or write to us through using our registered address, which can be found on the Companies House Website

21.0 ADDITIONAL TERMS AND CONDITIONS FOR USERS OF LEAKBOT

When agreeing to the Neos Terms and Conditions you also expressly confirm your agreement to the Leakbot Terms and Conditions set out below. In the event of any conflict in the Neos and Leakbot Terms and Conditions, then the Neos Terms and Conditions shall prevail.

In your use of the Leakbot, the device may identify leaks caused by wear and tear or other leaks such as dripping taps etc which are not covered on your Neos home insurance policy and in these situations Neos is not liable for the costs of repairing any leaks, whether detected by the LeakBot device or otherwise.  From time to time you may be offered additional services to assess your internal fresh water plumbing system to locate and repair any leak in your home which is detected by the LeakBot device, which if accepted by you will incur additional charges.  The basis of the additional services and additional charges will be made clear to you at the point of offer and you will have the ability to accept or decline this offer.

Where a leak is found and there is damage caused to your property as a result of escaping water and/or trace and access to reach the source of a hidden leak and make good afterwards, you should review the terms of your insurance policy to confirm the level of cover.

21.1 LEAKBOT TERMS AND CONDITIONS

Things you need to know about LeakBot.

LeakBot is designed and manufactured by Homeserve Labs Limited, Cable Drive, Walsall WS2 7BN registered in England with number 08442778 (“HomeServe”). For details of LeakBot’s manufacturer guarantee, please refer to the details in the link immediately below:

https://leakbot.io/leakbot-manufacturers-guarantee-tpuk

If you do not agree with the terms below, please do not install LeakBot to your internal fresh water plumbing system.

  • Subject to meeting the Installation Criteria (set out below), LeakBot detects leaks from 5 ml per minute on the internal fresh water plumbing system in your property. LeakBot does not prevent leaks. LeakBot alerts you in case of a water leak by emitting a sound or through an SMS, app notification or an e-mail (an “Alert”).

Installation Criteria:

For LeakBot to successfully detect water leaks on the internal fresh water plumbing system, the following criteria need to be fulfilled:

  • LeakBot has to be installed on the internal mains water supply pipe before the pipe branches off around the property,
  • LeakBot has to be installed between 0.3m and 0.6m from the ground where the mains water supply pipe enters the property, and
  • in any 24-hour period, LeakBot requires some water to flow through the internal fresh water plumbing system; but also a minimum of one 3-hour period where no water is used.

PLEASE NOTE:

LeakBot does not detect the following:

  • leaks that are not on the internal fresh water plumbing system
  • leaks that are on a closed system, for example on your central heating system or waste system
  • a new leak on your internal fresh water plumbing system where an existing leak has not been repaired
  • leaks on the mains water supply pipe located before where LeakBot has been installed

 

Alerts relating to a continuous fast flow of water shall only be triggered after 60 minutes (or less if you have chosen a different amount of time in the app) in cases where LeakBot has not detected a pre-existing continuous low flow leak.

  1. If LeakBot cannot / does not comply with the Installation Criteria, LeakBot may be deactivated.
  2. LeakBot is only for domestic and private use. You agree not to use LeakBot for any commercial, business or resale purposes. LeakBot may be deactivated if there are reasonable grounds to believe that LeakBot is being used for any commercial, business or resale purposes or otherwise in breach of these terms and conditions.
  3. HomeServe and Neos are not responsible for the following:
    a) any costs, loss or damage that you suffer as a result of not using LeakBot in accordance with the manufacturer guidelines;
    b) any costs, loss or damage that you suffer as a result of LeakBot not complying with the Installation Criteria;
    c) any costs, loss or damage that you suffer as a result of a problem caused by loss of connection with the relevant network
    d) any costs, loss or damage that you suffer as a result of not receiving, hearing or acting upon an Alert;
    e) any costs, loss or damage that you suffer as a result of leaks that do not fall within the scope of LeakBot (as set out in Paragraph 1 above);
    f) any costs, loss or damage that you suffer as a result of you not complying with instructions provided at the time of registration of LeakBot.
    g) any costs relating to the identification and repair of a leak as a result of an Alert;
    h) any increase in your water bill;
    i. any loss or damage you suffer as a result of you or anyone else altering the radio frequency allocations of your system controls;
    j) replacing the batteries for your LeakBot;
    k) any costs, loss or damage that you suffer as a result of:
    i. LeakBot not providing an Alert as a result of LeakBot being unclipped from the mains water pipe,
    ii. LeakBot being switched off or silenced, or
    iii. LeakBot not containing batteries in working order.l) any costs, loss or damage that you suffer as a result of the internal mains water plumbing system in your property:
    i. being damaged (whether deliberately or accidentally),
    ii. no longer being fit for its purpose (for whatever reason), or
    iii. not complying with laws and regulations relating to plumbing systems; and

    m)  following an Alert, the costs of any work carried out by you or persons not authorised by us in advance.

  4. You acknowledge that access to LeakBot may be interrupted if necessary, for compelling reasons (maintenance or to eliminate unforeseen vulnerabilities)
  5. Any and all intellectual property and intellectual property rights in the LeakBot belong to HomeServe.
  6. You agree not to (i) decompile, disassemble, reverse engineer or otherwise attempt to obtain or perceive the source code from which any software component of the LeakBot are compiled or interpreted, and you acknowledge that you have no right to obtain or use such code; or (ii) create any derivative product from the LeakBot or source code; save only for acts that are expressly permitted as a result of mandatory or non-derogable provisions of applicable law.
  7. HomeServe will collect data that relates to your water use and readings from your LeakBot from time to time. That data will only be used in relation to the operation of LeakBot. Where HomeServe processes personal data, this will be done in line with its privacy policy which can be found at https://leakbot.io/privacy-policy/
  8. These Terms and Conditions may be varied from time to time and you will be notified accordingly. If you disagree with such updates, please immediately notify the sender of the notification so that your LeakBot can be deactivated. If you do not request that your LeakBot is deactivated within 7 days of an update notice, you agree to be bound by the new terms.