Terms of Service

By accessing or using any Phantom Security & Fire service, website, or application, you confirm that you:

• Are at least 18 years of age
• Have the legal authority to enter into this agreement
• Are a resident of a location within our service area
• Have read, understood, and agree to be bound by these Terms and our Privacy Policy

These Terms apply to all visitors, users, and customers. We reserve the right to update these Terms at any time. Continued use of our services after changes are posted constitutes your acceptance of the revised Terms.

Phantom Security & Fire provides the following services to residential customers:

• Home security equipment: Professional-grade sensors, cameras, control panels, keypads, and smart devices
• Professional installation: Certified technicians install and test all equipment at your property
• 24/7 professional monitoring: UL-listed central station monitoring with emergency dispatch capabilities
• Mobile app and remote access: Control your security system remotely via smartphone or web browser
• Customer support: Technical assistance, account management, and service calls within our service area

Service availability may vary by location. We reserve the right to modify, suspend, or discontinue any service with reasonable notice.

To use our services, you must create an account. By registering, you agree to:

• Accurate information: Provide truthful, current, and complete information during registration and keep it updated
• Account security: Maintain the confidentiality of your login credentials and notify us immediately of any unauthorized access
• One account per household: Each service address may have one primary account; additional users may be added as authorized contacts
• Responsibility: You are responsible for all activity that occurs under your account

We reserve the right to suspend or terminate accounts that violate these Terms or that we reasonably believe are being used fraudulently.

Installation Deposit

A deposit is required to secure your installation appointment. This deposit is applied toward your total equipment and installation cost. See our pricing page or speak with a representative for the current deposit amount.

Monitoring Fees

Monthly or annual monitoring fees are billed in advance on your chosen billing cycle. By enrolling in monitoring, you authorize Phantom to charge your payment method on file automatically each billing period.

Auto-Pay

Monitoring services are billed via automatic payment. You may update your payment method at any time through your account portal or by contacting support.

Late Payments

If a payment fails, we will attempt to re-charge your payment method and notify you. Accounts more than 30 days past due may have monitoring services suspended until payment is received. Accounts more than 60 days past due may be terminated.

Refund Policy

Refund terms for your monitoring fees and your installation deposit are set in your monitoring agreement. See Section 7 for cancellation.

Equipment Ownership

Upon full payment of your equipment balance, all installed hardware becomes your property. You own your equipment outright - there is no equipment rental or lease.

Warranty

Warranty coverage for Phantom-installed equipment is set in your monitoring agreement.

Installation Scheduling

Installation appointments are scheduled based on technician availability in your area. Typical lead time is 3–10 business days from deposit payment. We will confirm your appointment by email and SMS.

Property Access

You authorize our certified technicians to access your property at the scheduled appointment time for purposes of installing, testing, and servicing your security system. An adult (18+) must be present during installation.

Scope of Monitoring

Our UL-listed central monitoring station provides 24/7/365 monitoring for alarm signals transmitted by your installed equipment. Upon receiving an alarm signal, our operators will attempt to contact you and/or dispatch appropriate emergency services per your established response plan.

Limitations

Monitoring services depend on active internet connectivity or cellular backup. We are not liable for service interruptions caused by power outages, internet provider failures, or cellular network outages beyond our control.

Emergency Dispatch

You authorize us to dispatch emergency services (police, fire, medical) to your property in response to triggered alarms. You acknowledge that false alarm fines from local authorities are your responsibility. We recommend testing your system regularly and keeping your emergency contacts updated to reduce false dispatches.

Cellular Backup

Systems with cellular backup modules maintain monitoring capability during internet outages. Cellular backup requires an active cellular data subscription included in your monitoring plan.

Monitoring Term

Residential monitoring is month to month with no cancellation fees or penalties, and you may cancel at any time by contacting our support team. Commercial monitoring has an initial term set in your monitoring agreement and continues month to month after that.

Notice Period

Residential customers do not need to give notice. For commercial accounts, notice and cancellation terms are set in your monitoring agreement.

Equipment After Cancellation

Your equipment is yours to keep. We do not reclaim installed equipment upon cancellation. You may continue to use your system without monitoring, or choose a self-monitoring option.

Deposits and Refunds

Under New York State law, you have the right to cancel within 3 business days of signing. Deposit and refund terms, including for prepaid annual plans, are set in your monitoring agreement.

To the fullest extent permitted by applicable law:

• Phantom's total liability to you for any claim arising out of or related to these Terms or our services shall not exceed the total amount you paid to us in the 12 months preceding the event giving rise to the claim
• We are not liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or property, even if we were advised of the possibility of such damages
• We are not liable for losses arising from burglary, fire, flood, or other events that occur despite the presence of our security system
• We are not liable for service interruptions caused by factors outside our reasonable control, including acts of God, natural disasters, power outages, or telecommunications failures

Some jurisdictions do not allow the exclusion or limitation of certain damages. If these laws apply to you, some or all of the above limitations may not apply.

These Terms are governed by and construed in accordance with the laws of the state in which your service address is located, without regard to conflict of law principles. Any dispute arising out of or relating to these Terms or our services shall be subject to the exclusive jurisdiction of the courts in that state.

For customers in multiple jurisdictions, the laws of the state where your primary service address is located shall govern. If any provision of these Terms is found to be unenforceable, the remaining provisions will remain in full force and effect.

If you have questions about these Terms of Service, please contact us:

For general inquiries, visit our Support page.