Home Visit

Cancellation Policy

Home user appointments can be booked online or by phone. All bookings must be paid in advance to secure the appointment time. You will receive confirmation by email once your booking is completed. You may cancel your appointment at any time, provided you give at least 24 hours’ notice before the scheduled start time. Cancellations made with 24+ hours’ notice will receive a full refund. Cancellations made with less than 24 hours’ notice are non‑refundable, as the appointment slot cannot be reallocated at short notice. If the technician arrives and you are not available, the appointment will be treated as a late cancellation. You may reschedule your appointment free of charge if you provide at least 24 hours’ notice. Rescheduling with less than 24 hours’ notice will be treated as a cancellation, and a new booking will be required. Rescheduled appointments are subject to availability. Technician Arrival & Access You must ensure: Someone aged 18 or over is present at the property Safe access to the premises All devices are available, powered, and ready for inspection If access is not possible, the visit may be cancelled and treated as a late cancellation. During any home visit, the technician will comply with: UK Health & Safety at Work Act 1974 Electrical safety guidelines UK GDPR when handling or accessing personal data If the environment is unsafe, the technician may refuse to proceed and the visit will be rescheduled. A standard home visit includes: Diagnosis and troubleshooting Device setup WiFi and network checks Smart‑home support General IT assistance Additional time beyond the first hour is charged at £35 per hour, billed in 30‑minute increments. The following are not included in the visit fee: Hardware parts Replacement components Software licences Third‑party subscription costs Any additional costs will be discussed and agreed before work begins. If you miss your appointment or are unavailable when the technician arrives: The booking is treated as a late cancellation No refund will be issued A new booking will be required