Terms & Services

These terms explain how Gray Security Services offers home security information, surveys, equipment, and monitoring through graysecurityservices.com. They took effect on September 28, 2026. If a written quote you accept says something more specific about your house, that quote governs the equipment and the price. These terms govern the relationship around it.

1. Who these terms cover

These terms apply to anyone who browses this website, sends a form, subscribes to notes, or asks Gray Security to survey, install, or monitor a home. “You” means the adult who requests the service and anyone in the household who uses the panel, the app, or a code. “We” and “Gray” mean Gray Security Services. Equipment means sensors, keypads, cameras, locks, sirens, and related hardware we supply or agree to connect. The monitoring desk means the people who receive alarm and safety signals under an active plan.

By using the site or asking for a survey, you confirm that you are able to enter an agreement for the household and that you will not use the services to watch, record, or restrict a person without a lawful reason and, where someone else shares the home, without a fair explanation to them.

2. The website

Pages on this site describe home security services in general. They are an invitation to talk, not a promise that every feature is available in every building or that a listed monthly price is the final price for your doors, wiring, and internet. Photos show the kind of work we do. Your house will look like your house. Forms on this site check what you type in the browser and then show a confirmation. They do not, by themselves, create an account, charge a card, or dispatch a technician.

You agree not to misuse the site: no attempts to break it, no scraping that degrades it, no false identity in a form, and no upload of anything unlawful. We may refuse a request that appears to seek surveillance of another person without their knowledge, cameras aimed into a place that is not yours, or any use that would turn a home system into a tool for harm.

3. Quotes and surveys

A survey conversation and a first written outline are offered without a fee. The outline lists recommended devices, rooms we suggest leaving without cameras, what monitoring includes, and what it does not include. A quote expires if we say it expires, or after thirty days if the quote is silent. Prices can change after that because hardware and the condition of a door can change.

You are responsible for telling us about pets, shared walls, rental rules, and people who must be able to enter without creating an alarm. If you hide a material fact and we have to return, the return visit may be billed. We will tell you that cost before we schedule it.

4. Equipment

Some plans include equipment while the plan is active. Some quotes sell equipment to you. The quote states which is which. Equipment we still own must be returned in reasonable condition if the plan ends, except for small contacts that cannot be removed without damage, which we will describe. Equipment you buy remains yours, and you are responsible for keeping it from obvious abuse, paint, and water unless the device is rated for that place.

We choose devices we can support. We may decline to attach unknown hardware. If we agree to connect something you already own, we do not become the manufacturer, and a failure of that device is not our failure unless we damaged it during installation.

Batteries age. A sensor that chirps needs attention. Standard plans include guidance by email. Premium plans include the yearly check described on the pricing page. A battery we replace outside a scheduled check may be a small parts charge, stated before we fit it.

5. Installation

Installation happens only after you accept a quote by email. We need a responsible adult present. We need permission for any hole, lock change, or camera position. We will not mount a camera in a bedroom or bathroom. We will not aim a camera into a neighbor’s window if the view can be narrowed. If a placement you insist on creates that problem, we may refuse that placement.

You will test the system with us: arm, open a protected door, cancel, and lock. If you skip the test, the visit is still complete only when we have recorded that you declined, and you accept that the first night is then your experiment. Wi-Fi names, passwords, and panel codes are handled so they are not left on a sticky note. You should change any temporary code we used before we leave, and we will remind you.

6. Monitoring services

Live monitoring, on plans that include it, means a person receives qualifying signals from the panel. Qualifying signals include an intrusion alarm that is not cancelled, and safety alerts you have asked us to treat as urgent, such as smoke, heat, or a severe leak, even when the burglar portion is disarmed. Doorbell motion, by itself, is not an emergency signal unless your written instructions say a specific rule should be treated that way.

When a qualifying signal arrives, the specialist identifies the sensor, checks whether a valid cancel code was entered, and contacts the people you listed, in the order you listed, using the contact methods you provided in your instructions. We do not use those details for marketing.

Monitoring is not a guarantee that a person will reach the house, that a sound will scare someone away, or that property will be recovered. It is a commitment to notice the signal and follow your instructions with reasonable care. Delays can happen because of power loss beyond the panel’s backup, a damaged sensor, a network failure on a path we do not control, or a signal that arrives incomplete. The panel is designed to tell you when its path is unhealthy. You agree to look at that warning and email us rather than assume silence means safety.

7. Your instructions

You will keep the call order current. You will tell us if a person on the list should be removed, including after a household change. You will not list a person who has not agreed to be contacted about alarms. A cancel code must stay private. If a code is shared too widely, change it. We are not responsible for a cancelled alarm that used a valid code, even if the person holding it should not have had it, unless we disclosed it.

You will not ask the desk to confront a person, to enter a home, or to make a decision that belongs to you. Specialists give information and follow the list. They do not provide legal advice, medical care, or a promise of law-enforcement action.

8. Acceptable use of cameras and locks

Cameras and locks are for the household’s security. You will not use them to harass, to record intimate moments of another person without consent, to monitor a worker in a way that the law forbids, or to point them at a place you do not have a right to watch. You will tell occupants that entries may be recorded. If we learn the system is being used for harm, we may suspend monitoring and camera access and will email you the reason. Suspension for this reason does not require us to keep providing a service we believe is being abused.

9. Fees

Monthly plan fees are billed as the quote describes. The figures on the pricing page are the ordinary monthly amounts for the bundles listed there. Extra doors, long cable runs, and lock hardware that must be special-ordered are additional and appear on the quote before you accept. Taxes, if any apply to your invoice, are shown on the invoice rather than invented on this page.

If a payment fails, we will email you. Monitoring may be paused if the invoice remains unpaid after the reminder period stated in the invoice, and we will email you before the pause. A pause means signals may no longer be handled by the desk. Sensors in the house may still sound locally. We restore monitoring after the account is brought current, unless the equipment has been removed.

10. Changes, moves, and ending service

You may ask to add or remove a sensor by email. We will confirm the change and any fee before we do it. If you move, email us as early as you can. Some equipment can be relocated. Some cannot, especially if it was fitted to a door that will stay behind. Monitoring does not automatically follow you to a new house, because the new house needs its own survey.

You may end a month-to-month plan by email with the notice the quote requires, or with thirty days’ notice if the quote is silent. We may end service with the same notice, or sooner if the system is being abused, if we cannot reach a safe installation, or if continuing would put staff or occupants at risk. On the end date, app access to monitoring closes. Clips are handled as the privacy policy describes. Equipment we own is scheduled for collection or return instructions are emailed. Equipment you own stays, and we will give you the practical steps to keep or remove it.

11. Email notes

Newsletter notes are optional and are governed by the subscribe and unsubscribe pages as well as these terms. Service emails about your own system are not optional while the system is active, because they carry failures, invoices, and appointment times. Unsubscribing from notes does not close an alarm plan.

12. Privacy

Camera clips, sensor events, contact details, and instructions are handled under our privacy policy. That policy is part of how you should judge whether to hire us. If the privacy policy and these terms both speak about retention of clips, the more specific time period in your quote wins, and otherwise the privacy policy wins.

13. Intellectual property

The Gray name, the shield-and-house mark, the words on this site, and our survey documents are ours. You receive a limited right to use the app and the panel for your household while the plan is active. You do not receive the right to copy our documents for resale, to present our photos as your own work, or to reverse engineer the panel software beyond what the law allows for interoperability.

You keep ownership of your household’s clips and of the instructions you write. You give us a limited right to view and transmit them only to provide the service, to investigate a fault, or to answer a lawful request. We do not take a license to use your clips in advertising. If we ever want a photo of an install for the site, we will ask first, and we will not show faces, house numbers, or a view that identifies the home unless you agree in writing.

14. Disclaimers

Home security reduces surprise. It does not remove risk. We disclaim, to the extent the law allows, any implied promise that the service will be uninterrupted, that every intruder will be deterred, that every fire or leak will be detected, or that the app will be available on every phone. Devices can fail. People can forget a code. A siren can be ignored by the street. You should still lock doors, keep working smoke detection as your quote describes, and treat the system as one layer.

Information on the blog-style notes is general education. It is not a survey of your house. Do not reposition a camera or disable a sensor solely because an article described a different home.

15. Limitation of responsibility

To the extent the law allows, Gray’s responsibility for a claim about the website, a survey, installation, equipment we supply, or monitoring is limited to the fees you paid to Gray for the service at issue during the three months before the event. We are not responsible for indirect losses, lost peace of mind as a category of damages beyond that cap, or the acts of other people who enter a home. The cap does not apply where the law forbids a cap, including certain harms caused by willful misconduct.

You agree that the price of monitoring is set with this limit in mind. If you need a different allocation of risk, ask for it before you accept the quote. A different allocation must be written and signed by both sides. It is not created by a chat message or by silence.

16. Other people’s property

If you rent, you confirm you have, or will obtain, any permission the owner requires before we drill or change a lock. You will pay the cost of restoring a surface if the owner demands it and the quote said the mount would leave a mark. We will not pretend a sensor is invisible if it is not.

17. Changes to these terms

We may update these terms as the service changes. The date at the top will change. If you have an active plan, we will email a summary of material changes before they apply to you. Continued use of monitoring after that date means you accept the update. If you do not accept it, you may end the plan as section 10 describes. Changes that the law requires can take effect when the law says they do.

18. Disputes and the whole agreement

Please email us first and describe the problem, the house, and what you want done. Many issues are a sensor, a code, or a misunderstanding of what a plan includes, and those can be repaired faster than a formal claim. These terms, the privacy policy, and the quote you accept are the whole agreement. They replace earlier conversations about the same subject. A waiver must be written to count. If a section is held unenforceable, the rest stays in place.

19. How to reach us about these terms

Email hello@graysecurityservices.com with the subject “Terms.” Do not send alarm emergencies to that inbox and expect an instant desk response. Active alarms belong to the panel and the instructions on your account. We reply to term questions by email.