Sabre On-Site Terms and Conditions

On-Site and Off-Site Support

1.     Product Knowledge & Additional Billing
Sabre Security Mart resells a wide range of products, and while our staff have expertise in many of them, we may not be immediately familiar with every product. In cases where we need to familiarize ourselves with a specific product—such as new or rarely used home automation devices—additional time may be required for research and learning. The client acknowledges that any such time spent will be billable. However, for products with which we are already well-versed, installation and support times will generally be more efficient. Whenever possible, we will inform the client in advance if additional learning time is required so they can understand that research and skill development time will be included in the billing.

2.     Billing for On-Site Technical Support
On-site technical support is billed based on time and materials. Once work begins following quote acceptance, the client agrees that any delays outside of Sabre’s control—such as unforeseen site issues or the client opting to use their own networking provider for cabling—will not exempt them from charges. All time and materials used will be documented in a service report, which the client will sign as confirmation of the work done. Should additional visits be required to complete the installation or provide further support, a new service document will be issued. However, no additional call-out fee will be charged as long as the work remains part of the same job.

3.     Charges for a Call-Out of Sabre Staff

• Call-out Fee: Within a 50km radius of Sabre offices or representatives (including Pinetown (H/O), East London, Benoni, and other locations across South Africa, Botswana, Malawi, and additional regions), a standard call-out fee applies.
• Hourly Rate: Charged per hour or part thereof
• Travel Charges: For distances beyond the 50km radius, a per-kilometer travel charge applies, calculated based on the distance from a Sabre office or representative to the client and back
• Payment Terms: All prices exclude VAT and must be paid within seven (7) days of the call-out.
• Service Disabling Rights: Sabre reserves the right to disable services for clients who do not adhere to Sabre’s policies.

4.     Return Visits & Travel Costs
While additional call-out fees may not apply for follow-ups on the same job, travel costs for return visits that are beyond Sabre’s control will still be billed.

5.     Call-Backs & Warranty on Workmanship

• If a client requests a return visit after an installation, the following rules apply:
• If the issue is due to faulty workmanship, Sabre will not charge for the call-out.
• If the issue is caused by external factors or additional work is required while on-site, the client will be billed for time and materials accordingly.
• Any cosmetic changes requested after the initial service document has been signed will be billed based on the time and materials required. If the request was noted on the service document or discussed with the technician before the job was signed off, Sabre reserves the right to charge for any additional time and materials used.
• Sabre reserves the right to charge for return visits requested more than seven (7) days after the initial on-site work. However, if the issue can be resolved remotely, Sabre may offer free remote desktop support.
• If the call-back is unrelated to the original installation, an additional call-out fee may apply.

6.     Charges for Incomplete Installations
If an installation cannot be completed in a single visit and Sabre needs to return, the client will be billed for all time used, including:

• Travel to and from the site
• Vehicle costs
• Materials used on-site
• Time spent on-site

Travel costs will be calculated based on AA rates and Google Maps time and distance estimates.

Non-Payment & Hardware Removal

8. Failure to Pay for Installed Hardware
• Once an invoice has been issued, if the client fails to make full payment, Sabre reserves the right to remove any installed hardware to recover costs associated with the installation.
• Removed hardware will be held for a period of seven (7) days, during which the client may settle the outstanding amount to have the equipment reinstalled.
• If payment is not received within this period, Sabre may resell the devices.
• If the client makes payment within the seven (7) days, the hardware will be reinstalled, and additional charges will apply for the time spent on-site to complete the reinstallation.

Additional Services & Extended Warranty

9. Biometric Hardware Warranty & Insurance
• All biometric hardware comes with a 12-month carry-in factory warranty.
• An extended warranty is available for 24 or 36 months at a cost of 20% of the devices price per annum (paid in advance) or per month if on a monthly support contract.
• On-site repair/replacement insurance is available at an additional cost—see later sections of this agreement for pricing.

On-Site Support Contract Option

10. On-Site Support Contracts

• Clients may request an on-site support contract for a minimum period of 12 months.
• Under this contract, clients receive a 50% discount on standard hourly rates for on-site support.
• A minimum of 4 hours of support per month is required.
• A 50% discount on call-out fees applies under this agreement.

Client Responsibilities

11.  Safety & Handling of Goods
The client acknowledges that Sabre provides safety instructions in advance, either verbally or in writing. When handling Sabre’s products, the client, their agents, or employees must follow these instructions to ensure proper and safe use.

12.  Estimates & Additional Costs
Where pro-forma invoices or estimates are provided for installations or repairs, final costs may vary based on site conditions, product compatibility, or unforeseen factors. Any additional costs will be communicated to the client before proceeding with the work. Repairs or installations will only continue once the client provides written acceptance of the additional charges.

13.  Billing Confirmation & Service Documentation
All additional billable hours and materials beyond the original quote will be recorded in the signed service document. The client acknowledges that by signing this document, they accept responsibility for these charges. Any adjustments or negotiations regarding additional time or hardware must be agreed upon between the client (or their representative) and the Sabre technician on-site, with the agreement documented in writing. The service document forms an integral part of the original quotation and final invoice.