Booking terms

Quotes and scope

Every job is quoted in writing with scope, window and price. Work beyond the agreed scope is done only after your approval.

Before the visit

You arrange facility access for the named engineer, make sure the part is on site with its part number, approve the change with a runbook and rollback where needed, and keep a remote owner reachable during the window.

Cancellation and failed visits

Cancellation less than 24 hours before the visit: 50% of the visit minimum. Failed access or missing parts on the day: the visit minimum. Waiting time is billed after the first 15 minutes. A return visit caused by the client is a new visit.

Parts and pass-through costs

Escort fees and parts are passed through at cost on separate invoice lines. Parts bought on your behalf are charged at cost plus 10%.

Acceptance and payment

The closure report is accepted when you confirm it or when there is no objection within two business days. Invoices are payable within 14 days; the first ad-hoc job is prepaid. All prices are net, plus VAT.

Liability

Liability is capped as set out in the quote or master service agreement. General and professional liability insurance, including client property in our care, is in place before any site access; the certificate is part of the compliance pack.

Not offered

Work on power circuits or UPS, fibre splicing and OTDR certification, new structured cabling, certified data destruction and e-waste handling (coordinated through partners only), and 24/7 monitoring of your systems.

We don’t offer OS, application or network administration; it stays with your team. Small businesses with no IT person are looked after by our sister brand ByteHelp.