Terms and Conditions

This section explains what is covered when you use SFPL Connect. These Terms apply to the device, the portal, and support provided by Specific Fire Protection Limited (“SFPL”).

• Purchase and use of SFPL Connect hardware devices
• Access to the SFPL Connect monitoring portal
• Support for device and portal-related issues

SFPL provides a one (1) year manufacturing warranty on the Device from the date of billing.

This warranty covers manufacturing defects in materials or workmanship under normal and intended usage conditions.

The warranty does not cover damage resulting from improper installation, misuse, unauthorized modifications, accidental damage, environmental extremes, or external electrical faults.

For account setup and service operation, SFPL may collect:

• Name
• Email address
• Phone number

You are responsible for ensuring this information is accurate and kept up to date.

SFPL does not sell user personal information to third parties under any circumstances.

SFPL also does not disclose customer operational metadata (including, but not limited to, number of devices, number of projects, configurations, usage patterns, or similar account-level details) to third parties, except where required by law.

If required by applicable law, legal process, or lawful government request, SFPL may disclose relevant user or system data to authorized authorities. Such disclosure will be limited to the extent legally required.

SFPL may use data collected from connected devices for internal research, analytics, quality improvement, and product development to improve reliability, performance, and future features.

SFPL retains the following operational records for SFPL Connect:

• Raw device data logs: up to 2 years
• Generated alerts: up to 3 years

After these retention periods, data may be deleted, anonymized, or archived in accordance with our internal data lifecycle and legal compliance requirements.

• Initial response target: within 24 working hours of receiving a user query/ticket.
• Issue resolution target: within 72 working hours from query/ticket receipt, subject to issue complexity and dependencies.

These are service targets and may vary in exceptional situations, including major outages, force majeure events, or where additional information/access is required from the customer.

SFPL does not provide return or refund for devices once sold, except in the following cases:

• Device is defective due to manufacturing fault
• Device is damaged during shipping and verified promptly

Customers must report such issues within the applicable claim window and provide reasonable evidence (for example photos/videos, shipment details, and order information) for verification.

Use of SFPL Connect must comply with applicable laws, local electrical codes, and safe installation practices. The customer/integrator is responsible for proper deployment conditions and compliant usage.

SFPL may update these Terms from time to time. Revised Terms become effective upon publication unless otherwise stated.