Frequently Asked Questions
Everything you need to know about our CCTV packages, commercial maintenance and support.
I'm wary of “subscription” deals — what am I actually getting?
Fair question. Our CCTV package is a fixed agreement: you know the install cost up front and what's covered for the term — equipment, professional installation, and included maintenance — not an open-ended bill with surprise add-ons. It's structured so you can budget clearly; after the initial term you can renew, upgrade, or discuss options.
How fast is delivery on shop orders?
In-stock items are usually sent for next working day delivery (UK mainland) when you order before the courier cut-off — exact cut-off times and any exceptions are confirmed at checkout or on the product page. Some remote postcodes or large/heavy lines may take an extra day; we'll tell you if that applies.
How does installation work?
After you order or accept a quote, we agree a date that suits you. Most installs are completed in one day. Our engineers run cables, mount cameras, set up the recorder and app, and hand over so you know how to use the system. Commercial or larger sites may need more than one visit — we'll say so when we quote.
Do you cover my area?
We're based in Manchester and work across Greater Manchester and surrounding areas. Contact us with your postcode and we'll confirm straight away.
How do the pay-monthly CCTV packages work?
You pay a one-off installation fee first, then a fixed plan price for your package. That covers the kit, install, and included maintenance for the agreement (typically 24 months). Payments are taken by Direct Debit (GoCardless) — install fee once after the mandate is set up, then the plan amount each month. Eligible packages include a camera refresh around every 3 years so your hardware stays current. After 24 months you can renew, upgrade, or talk through alternatives.
What's included in the 3-year free upgrade?
On eligible pay-monthly packages we replace your cameras with newer models at no extra cost around every 3 years. Technology moves fast — we help keep your system current without surprise hardware bills.
What's your returns policy?
Shop (online) orders: unused, resaleable goods are usually returnable within 14 days under UK consumer rules, subject to exceptions (e.g. opened software, cut cable, personalised items). Installed CCTV / contracts: rights depend on what you signed — cooling-off and cancellation are set out in our Terms & Conditions. If something's faulty or not as described, contact us and we'll put it right under your statutory rights.
Can I cancel?
The subscription runs for 24 months. Please review our Terms & Conditions for cancellation policy. We're happy to answer any questions before you commit.
Can I upgrade cameras I already have?
Often yes. We'll check your recorder (NVR/DVR), cabling, and what you want to achieve — sometimes we can swap cameras only; sometimes the recorder needs upgrading too. Book an installation quote or contact us and we'll recommend the most cost-effective path.
Do you do wireless CCTV?
We normally install wired CCTV (cable to each camera) for stable video and fewer drop-outs. Wireless intruder alarms are different — we do supply and install wireless alarm systems where that's the right fit. If you need wireless-only cameras for a specific reason, ask us and we'll be honest about pros, cons, and alternatives.
What if I have a problem with my system?
Package customers have maintenance included for covered faults. Call 0161 5454 540 or email support@thirdeyesurveillance.co.uk and we'll arrange a visit or remote help as appropriate.
Can you maintain a system you didn't install?
Yes. Our maintenance service is designed for commercial and business customers, even if another company installed your CCTV or alarms. We'll assess the system first, then agree a maintenance plan.
Who is your maintenance service for?
We focus on warehouses, offices, schools, colleges, construction sites and retail / transport sites in and around Manchester. For residential-only work, we may refer you to a partner.
Who carries out the work — you or a partner?
Your contract and day-to-day contact is with us. Our own engineers do most installations, callouts, and maintenance. Occasionally we assign a vetted partner for coverage or location — we still handle quoting, scheduling, and customer care.