Terms of Engagement

These terms apply to every booking you make with Eagle Nest Security Services Ltd (company no. 14595351), whether through the client portal, by phone, WhatsApp or email. A signed written contract for a specific site takes priority where it says something different.

1. Bookings

1.1 A booking is a request until we confirm it in the portal or in writing. We aim to confirm within 2 hours during the day.

1.2 Each officer is charged for a minimum of 4 hours per shift.

1.3 You will give us accurate site details, access arrangements, known risks and a named site contact for every booking.

2. Cancellations and changes

2.1 The portal shows the charge, if any, before you confirm a cancellation.

2.2 Shortening a confirmed shift is treated as a cancellation of the hours removed.

3. Charges and payment

3.1 Charges are the agreed hourly rate per officer, plus VAT. Hours are taken from the verified clock-in and clock-out record, rounded to the nearest 15 minutes, and never less than the minimum in 1.2.

3.2 We invoice weekly. Payment is due within 14 days of the invoice date.

3.3 On late payment we may charge statutory interest and fixed compensation under the Late Payment of Commercial Debts (Interest) Act 1998, and may pause new bookings until the account is up to date.

3.4 If you dispute any part of an invoice, tell us within 7 days and pay the undisputed part on time.

4. Our officers

4.1 Every officer we supply holds a valid SIA licence for the work, checked on the public SIA Register of Licence Holders before their first shift and re-checked regularly while they work with us. Officers are screened for identity, address and right to work in the UK.

4.2 Officers stay under our supervision and control. Please give site instructions through the officer's assignment or our dispatch team. Officers will not follow instructions that are unlawful or unsafe, or that fall outside the licensed activity.

4.3 If you are unhappy with an officer, tell dispatch. Where reasonable we will replace them as soon as possible.

5. Engaging our officers directly

5.1 During any booking and for 6 months after the last shift an officer worked for you, you agree not to employ or engage that officer directly or through another company without our written agreement.

5.2 If you wish to do so, you can choose either:

• a transfer fee of £3,000 plus VAT per officer, or
• to continue booking that officer through us for a further 8 weeks on the same terms, after which no fee is due.

5.3 Neither option restricts the officer's own right to choose where they work.

6. Site safety and welfare

6.1 You are responsible for the safety of your site. Before the first shift you will tell us about any hazards, provide a site induction where needed, and share your emergency and lone working arrangements.

6.2 You will give officers access to toilets, drinking water, a sheltered place to rest and somewhere to take breaks, as required by the Workplace (Health, Safety and Welfare) Regulations 1992.

6.3 Report any accident or incident involving our officer to us straight away.

7. Liability and insurance

7.1 We hold public and employer's liability insurance. Certificates are available on request.

7.2 Our total liability for any booking is limited to the greater of the charges for that booking or the amount our insurance pays out. We are not liable for indirect or consequential loss, or loss of profit.

7.3 Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.

8. Data and attendance records

8.1 Each of us is responsible for the personal data we hold under UK GDPR. We share only what you need to run your site safely: the officer's first name, surname initial, licence status and attendance times.

8.2 Clock-in location checks and photos are used only to verify attendance and keep officers safe, as set out in our privacy notice.

9. General

9.1 We may update these terms. The portal asks you to accept any new version before your next booking. Bookings already confirmed stay on the terms that applied when they were made.

9.2 These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

9.3 Questions about these terms: [email protected].

Version 2026-10 · updated 29 October 2026