Guarantee and Aftercare

Last updated: 14 September 2025

We stand behind our work while keeping things clear and fair. This page explains what is covered, for how long, and what is not covered. It is designed to minimise unnecessary call outs and travel while keeping you protected. Nothing here affects your statutory rights.

1) What our guarantee covers

  • Workmanship on installation tasks – faults caused by our physical installation work on the specific items we fitted or wired are covered for 30 days from completion. Examples: access point mounting, cable terminations, router placement we performed.
  • Software configuration and tune ups – if the same issue reappears on the same device with the same setup, we provide one targeted repeat-fix within 7 days of the visit. This keeps things efficient and avoids open ended support.
  • Parts we supply – covered by the manufacturer warranty. If a part is faulty within 30 days, we handle the return or replacement and fit it without extra labour charges. After 30 days, manufacturer processes apply and our labour may be chargeable.
  • Wi-Fi optimisation results – we demonstrate improvements at handover using simple speed or coverage checks. If performance drops within 7 days without external changes, we will repeat tuning once to restore the demonstrated result where reasonably possible.

2) What is not covered

  • External or intermittent faults such as ISP line issues, cabinet faults, power cuts, storms, or network outages.
  • Changes after our visit including moving equipment, adding new devices, new walls or furniture, different channels set by your ISP, or auto updates to routers, operating systems, drivers, or apps.
  • Malware, scams, or unsafe software installed later including re-infection via email, websites, USB devices, or remote support from third parties.
  • Third party interference where another person or provider alters the setup we delivered.
  • Pre-existing defects, intermittent hardware, water or physical damage, surge damage, batteries and consumables.
  • Coverage beyond the demonstrated baseline where building materials or incoming broadband quality limit achievable performance.
  • Data recovery outcomes which are best effort only, with no guarantee of success.

3) How long coverage lasts

  • Installation workmanship: 30 days from completion.
  • Software configuration and tune ups: 7 days from completion for the same issue on the same device.
  • Parts: manufacturer warranty only. Our labour free for swaps in the first 30 days, then chargeable.
  • Goodwill remote check: one quick remote tweak within 7 days if helpful.

4) What we need from you

  • Report issues within the time frames above and describe what changed since our visit.
  • Do not move or reset equipment before we assess. Keep power and internet available for diagnostics.
  • Be available for a short remote session and basic checks we request. If a revisit is needed, we schedule it into the next route day for your area.

5) Remedies

Where our service fell below reasonable care and skill, we will provide repeat performance or a fair price reduction. Our total liability for a job is limited to the amount you paid for that job. We are not liable for indirect or consequential losses. This does not limit liability for death or personal injury caused by negligence.

6) Aftercare and maintenance

  • Handover notes summarising what we changed and any passwords you provided back to you.
  • Simple care tips such as safe updates and backup reminders.
  • Optional follow ups for extended support, mesh expansion, or health checks at our standard rates.

7) How to make a guarantee claim

Email [email protected] with your name, address, visit date, and a short description. We aim to respond within two working days. If we cannot reproduce the problem or it is outside the scope above, standard charges apply.

8) Your statutory rights

This guarantee operates in addition to your rights under the Consumer Rights Act. You always retain those rights.