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▬ Terms & Conditions

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RAW SURVEILLANCE SOLUTIONS

Terms and Conditions of Sale

Website: www.rawss.co.za | Email: info@rawss.co.za | Tel: 084 484 4000

These Terms and Conditions (“Terms”) govern all sales of products, supply of services and provision of monitoring subscriptions by RAW Surveillance Solutions (“RAW”, “we”, “us”, or “our”) to any customer (“the Customer”, “you”). By placing an order on www.rawss.co.za, signing a quote, or accepting delivery of goods or services from RAW, the Customer accepts these Terms in full.

Supplier alignment: RAW sources all Products from Regal Distributors SA (Pty) Ltd (“Regal”) and supplies them onwards to the Customer. Accordingly, the Customer’s rights in respect of warranties, returns, repairs and product faults are aligned with, and limited to, the terms on which Regal supplies those Products to RAW. RAW cannot offer warranties or remedies that exceed those provided by Regal or the original manufacturer.

These Terms apply to consumers and businesses alike, save that consumers retain rights under the Consumer Protection Act 68 of 2008 (“CPA”) which cannot be contracted out of.

1. Definitions

  • “Products” means any goods sold by RAW, sourced from Regal Distributors SA (Pty) Ltd, including but not limited to CCTV equipment, alarm systems, electric fencing components, access control hardware, two-way radios, and related accessories.
  • “Services” means installation, configuration, on-site support, maintenance, callouts and any other professional service rendered by RAW.
  • “Monitoring Services” means off-site CCTV monitoring, alarm monitoring or any recurring subscription-based service provided by RAW.
  • “Customer” means any natural or juristic person purchasing Products or contracting for Services from RAW.
  • “Order” means any order for Products or Services placed via the website, by email, by telephone or by signed quotation.
  • “Regal” means Regal Distributors SA (Pty) Ltd, RAW’s sole product supplier.

2. Orders and Acceptance

Orders may be placed via www.rawss.co.za, by email to info@rawss.co.za, by telephone, or by signed acceptance of a written quote.

An order placed by the Customer constitutes an offer to purchase. A binding agreement only comes into effect when RAW confirms the Order in writing or receives payment authorisation in full or in part, whichever occurs first.

RAW reserves the right to decline any Order, in whole or in part, without giving reasons. Where an Order is declined after payment has been received, RAW will refund the amount paid in full within a reasonable period.

The Customer is responsible for ensuring that Products ordered are suitable for the intended purpose and compatible with their existing infrastructure. The Customer is advised to confirm specifications with RAW before placing an Order if uncertain.

Where RAW does not hold stock of a Product, the Order is subject to availability from Regal. RAW shall not be liable for any delay, shortage or unavailability of stock arising from Regal’s supply chain. With the Customer’s consent, RAW may source the same or a similar Product as an alternative at the agreed price.

Placing items in an online shopping basket or wishlist does not constitute an Order or reserve stock.

3. Pricing and Quotes

All prices listed on www.rawss.co.za are quoted in South African Rand (ZAR) and are inclusive of VAT at the prevailing rate, unless expressly stated otherwise.

Quotations are valid for the period stated on the quote, and where no period is stated, for 14 (fourteen) days from the date of issue. After this period, RAW reserves the right to revise pricing in line with changes in supplier costs (including pricing adjustments by Regal), exchange rates, or other input costs.

Prices exclude delivery and installation charges unless expressly included in the quote. These will be quoted separately.

Where a legitimate pricing error occurs (whether on the website, in a quote, or in any communication), RAW reserves the right to correct the error and notify the Customer before processing the Order. The Customer may then elect to proceed at the corrected price or cancel the Order for a full refund.

4. Payment Terms

RAW accepts the following payment methods:

  • Credit or debit card via secure online payment gateway (PayFast / PayGate);
  • Electronic Funds Transfer (EFT) to RAW’s nominated bank account (details provided on the invoice or upon request); and
  • Credit solutions via approved third-party providers (e.g. Payflex, Fevertree), subject to the provider’s own terms and approval.

Unless otherwise agreed in writing, full payment is required before any Products are dispatched or any Services are commenced.

Where partial payment or a deposit is agreed in writing, RAW reserves the right to suspend delivery, installation or Services until the outstanding balance is settled.

EFT payments must reflect in RAW’s bank account before Products are released or Services scheduled. Proof of payment is not equivalent to received funds.

All online card transactions are processed via PayGate / PayFast using SSL encryption. RAW does not store any card details on its servers.

5. Delivery

RAW delivers within the Republic of South Africa only. Delivery is offered via courier or in-house delivery, depending on the Customer’s location.

Delivery timeframes are estimates only. RAW will use reasonable efforts to deliver within 2 to 7 working days from confirmation of payment, but no specific delivery date is guaranteed. Lead times depend on availability of stock from Regal.

The Customer must provide a complete and accurate delivery address, including suburb, postal code and a contactable mobile number. RAW shall not be liable for failed deliveries, delays or additional charges arising from incorrect or incomplete address details supplied by the Customer.

Risk in the Products passes to the Customer upon delivery, being the moment the Products are signed for at the delivery address by the Customer, their agent, or any person present at the address who accepts the delivery.

Ownership in the Products remains with RAW until full payment of the purchase price (including any delivery and installation fees) has been received in cleared funds. Until such payment is received, RAW shall be entitled to take possession of any Products in respect of which payment is overdue, and the Customer waives any right to a spoliation order in such circumstances.

If the Customer is not available to accept delivery at the agreed time and the courier is required to make a second delivery attempt, additional delivery charges may apply.

Damage in transit: The Customer must inspect Products on delivery and report any visible damage to the driver and to RAW immediately, before signing for the delivery. Claims for damage in transit will not be accepted once the delivery has been signed for without notation. Any damage discovered after offloading must be reported to RAW in writing within 24 hours of delivery.

6. Installation Services

Where Installation Services are included in the Order, RAW will install Products at the Customer’s premises on a mutually agreed date.

The Customer is responsible for:

  • Ensuring safe and reasonable access to the premises on the installation date;
  • Providing a stable power supply and, where applicable, internet connectivity required for the Products to function;
  • Obtaining any necessary permissions from landlords, body corporates, homeowners associations or local authorities required for the installation; and
  • Disclosing any hazards, restrictions or special conditions at the premises that may affect the installation.

If the installation cannot proceed on the agreed date due to a cause attributable to the Customer (e.g. no access, no power, premises not ready), RAW reserves the right to charge a callout fee and reschedule. Repeat failures may result in forfeiture of any deposit paid in respect of installation.

Installations are performed in accordance with manufacturer specifications. Any deviation requested by the Customer is at the Customer’s risk and may void manufacturer and supplier warranties.

After installation, the Customer is required to inspect the work and sign a job completion document. Signature constitutes acceptance that the installation was performed to the Customer’s satisfaction, save for any latent defects.

7. Monitoring Services and Subscriptions

Monitoring Services are provided on a subscription basis as set out in a separate Monitoring Services Agreement or quote.

Monitoring fees are payable monthly in advance via debit order or recurring card payment, unless otherwise agreed in writing.

RAW will use reasonable skill and care in providing Monitoring Services but cannot guarantee that any incident will be prevented, detected, or responded to. Response by armed response providers, SAPS, or any third party is outside RAW’s control.

Subscriptions continue on a month-to-month basis unless cancelled by either party giving at least one (1) calendar month’s written notice.

RAW reserves the right to suspend Monitoring Services if the Customer’s account is in arrears, or if the Customer’s equipment is faulty in a manner that prevents the service being delivered.

False alarm callouts may attract additional fees as set out in the Monitoring Services schedule.

8. Warranties

Supplier-aligned warranty: All Products are sold subject to the warranties provided by Regal and the original manufacturer of the Product. The warranty period varies by Product and brand, and is set out in Regal’s product warranty schedule available at regalsecurity.co.za. RAW’s warranty obligations to the Customer are limited to, and conditional upon, the warranties that Regal and the original manufacturer extend to RAW in respect of the same Product.

Should a Product become faulty within the warranty period, the Customer must notify RAW in writing within 10 (ten) days of the fault becoming apparent and arrange for the Product to be returned to RAW for assessment. The Customer must produce the original tax invoice when claiming under warranty.

RAW’s liability under warranty is limited to the cost of replacement of the faulty Product or the granting of a credit to the value of the Product, as determined by Regal’s warranty assessment.

All warranties shall be immediately void if:

  • Any equipment has been tampered with, opened, or had its seals broken;
  • The Product has been operated outside its stated specifications;
  • The Product has been damaged by physical abuse, incorrect installation, misuse, neglect, or unauthorised modification;
  • Damage results from lightning strikes, power surges, power spikes, load shedding, or any electrical fluctuation;
  • Damage results from acts of God, fire, water, theft, or vandalism; or
  • The Product has been installed by a party other than RAW in a manner inconsistent with the manufacturer’s installation manual.

No-fault-found fee: Where a Product is returned for warranty assessment and Regal’s technical team finds no fault, a handling fee of up to 10% of the Product’s value will be charged to the Customer, and the Product will be returned at the Customer’s cost.

Out-of-warranty repairs: Where a Product is sent for repair outside of warranty, the Customer will be required to accept a repair quotation before any work is carried out. A repair rejection fee may apply for repairs declined by the Customer or for Products not originally supplied by RAW.

Repair turnaround: Repair times cannot be guaranteed, as turnaround is dependent on Regal, the manufacturer, parts availability and seasonal demand.

Uncollected repairs: Products sent for repair that are not collected by the Customer within 90 (ninety) days of the repair being completed (with notification sent by SMS or email) may be sold by RAW to defray repair, storage and handling costs.

Installation work performed by RAW is warranted against faulty workmanship for a period of 3 (three) months from the date of installation.

The Customer’s rights under the Consumer Protection Act in respect of defective goods (implied warranty of quality for 6 months) are not affected by this clause.

9. Clearance Stock

Products marked as “Clearance”, “Sale” or end-of-range carry special terms in line with Regal’s clearance policy:

  • Clearance Products carry a 1 (one) month repair return warranty only;
  • Clearance Products cannot be returned for credit;
  • Out-of-box failures must be reported within 7 (seven) days of delivery for credit or repair;
  • No further discount is available on Clearance Products; the listed sale price is final;
  • Clearance Products may be shop-soiled or end-of-range and are sold “as is”; and
  • Standard delivery charges apply to Clearance Products.

10. Returns, Refunds and Cancellations

In line with the Electronic Communications and Transactions Act 25 of 2002, consumers purchasing online have the right to cancel an Order without reason within 7 (seven) days of receipt of the Products, provided that:

  • The Products are unused, in their original sealed packaging and in resaleable condition;
  • The Customer notifies RAW in writing within the 7-day period; and
  • The Customer returns the Products at their own cost, unless the Products were defective or incorrectly supplied.

This right of return does not apply to:

  • Clearance Products (which are sold as is);
  • Products that have been installed, activated, or registered to a specific user account;
  • Products that have been custom-configured or specially ordered for the Customer;
  • Products with broken seals or removed packaging; and
  • Services already rendered or partially rendered.

Refunds will be processed within 30 (thirty) days of RAW receiving and inspecting the returned Products, and once Regal has confirmed acceptance of the return where applicable.

Installation Services that have commenced cannot be cancelled for a full refund. RAW will be entitled to retain a portion of fees in respect of work performed and materials already supplied.

11. Limitation of Liability

IMPORTANT – SECURITY INDUSTRY NOTICE: Surveillance, alarm and monitoring systems are designed to deter and detect, not to prevent crime. RAW makes no representation or warranty that the Products or Services will prevent any criminal act, intrusion, loss, injury or damage. The Customer acknowledges that the value of security equipment is significantly less than the value of life and property it is designed to help protect, and that the price paid for Products and Services bears no relationship to the value of potential losses.

To the maximum extent permitted by law, RAW shall not be liable for any indirect, consequential, special, incidental or punitive losses or damages, including but not limited to loss of profits, loss of business, loss of data, theft, burglary, vandalism, bodily injury, or any third-party claims, whether arising from contract, delict, statute or otherwise.

RAW’s total aggregate liability arising out of or in connection with any Order shall be limited to the amount actually paid by the Customer to RAW in respect of the Products or Services giving rise to the claim.

Nothing in these Terms excludes or limits liability for fraud, gross negligence, or any liability that cannot be excluded under South African law (including the CPA).

The Customer acknowledges that systems supplied by RAW may depend on third-party services (e.g. electricity, internet, mobile networks, armed response providers, SAPS) and on RAW’s supplier (Regal), and that RAW is not liable for failures, delays or losses caused by such third parties.

12. Customer Obligations

The Customer agrees to:

  • Use the Products only for their intended purpose and in accordance with the manufacturer’s instructions;
  • Regularly test alarm systems, cameras and any monitoring equipment to ensure they remain operational;
  • Notify RAW promptly of any fault, defect or failure;
  • Keep contact details (phone, email, address) up to date with RAW; and
  • Ensure any persons using the system are properly trained and informed.

13. Data Protection and Privacy (POPIA)

RAW collects, processes and stores personal information in accordance with the Protection of Personal Information Act 4 of 2013 (“POPIA”).

By placing an Order, the Customer consents to RAW processing personal information necessary to fulfil the Order, including the Customer’s name, contact details, delivery address and payment information.

Where Monitoring Services involve the recording of video or audio footage, the Customer is responsible for ensuring that all persons who may be recorded are properly notified, and that any required signage is displayed at the premises.

RAW’s full Privacy Policy is available on www.rawss.co.za.

14. Intellectual Property

All trademarks, logos, product names and other intellectual property displayed on www.rawss.co.za or on Products supplied by RAW remain the property of RAW, Regal, or the respective rights holders. Nothing in these Terms transfers any intellectual property rights to the Customer.

15. Force Majeure

RAW shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay is caused by events beyond its reasonable control, including but not limited to natural disasters, fire, flood, load shedding, strikes, civil unrest, pandemic, government action, war, sanctions, or failures of third-party suppliers (including Regal), couriers or service providers.

16. Default and Breach

If the Customer fails to make any payment when due, or breaches any other obligation under these Terms, RAW reserves the right to:

  • Suspend any further Orders, deliveries or Services;
  • Suspend Monitoring Services;
  • Recover any unpaid Products in line with the reservation of ownership clause; and
  • Demand immediate payment of all amounts owing, whether due or not.

In the event that RAW has to institute legal proceedings to recover amounts owing, the Customer shall be liable for all legal costs on the attorney-and-own-client scale, including collection commission and tracing fees.

17. Governing Law and Jurisdiction

These Terms are governed by the laws of the Republic of South Africa.

The Customer consents to the jurisdiction of the Magistrates’ Court in terms of Section 45 of the Magistrates’ Courts Act 32 of 1944, notwithstanding that any claim may exceed the Court’s ordinary jurisdiction. RAW retains the right to institute proceedings in any other court of competent jurisdiction.

Any dispute may also be referred to the Consumer Goods and Services Ombud, the National Consumer Commission, or to arbitration under the Arbitration Foundation of Southern Africa, as appropriate.

18. General

These Terms constitute the entire agreement between RAW and the Customer in respect of Products and Services supplied. No variation, amendment or waiver of these Terms shall be of any force unless reduced to writing and signed by an authorised representative of RAW.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

RAW’s failure to enforce any right under these Terms shall not constitute a waiver of that right.

RAW reserves the right to amend these Terms from time to time. The version published on www.rawss.co.za on the date of any Order shall apply to that Order.

19. Contact Us

For any queries regarding these Terms or any Order, please contact:

RAW Surveillance Solutions

Email: info@rawss.co.za

Telephone: 084 484 4000

Website: www.rawss.co.za

 

IMPORTANT NOTICE

This document has been drafted to align with the supply terms of Regal Distributors SA (Pty) Ltd, RAW Surveillance Solutions’ sole product supplier. Before publishing these Terms on www.rawss.co.za, please have them reviewed and approved by a qualified South African attorney to ensure compliance with the Consumer Protection Act, Electronic Communications and Transactions Act, POPIA, and any other applicable legislation.

Last updated: 11 May 2026