This is the minimum charge for sending an engineer to your home or business. The exact price depends on your location — customers further from Boston may have a slightly higher rate to cover additional travel. We'll always confirm your specific call-out rate when you book.

If our engineer visits you and is unable to fix the problem, a £50 call-out charge still applies. This isn't us being unfair — it's because our engineer has still spent time travelling to you, diagnosing your issue, and giving you professional advice, even if the fault couldn't be resolved on the day. By booking a call-out, you agree to this charge. We'll always be honest with you if we think a remote session or workshop repair might be more suitable before you commit to a visit.

No Fix No Fee does apply if you bring your device to our workshop — if we can't fix it, you don't pay for labour.

A fixed-rate charge for a remote support session where one of our engineers connects securely to your device to resolve your issue. This is often the quickest and most affordable way to get help — no travel time, no waiting for an appointment slot. We use Zoho Assist, a secure and transparent remote tool where you can see everything we do at all times.

Available to existing business customers only, for genuine critical emergencies such as a full server failure, network outage, or ransomware attack. Because our on-call engineer is being called out outside of normal working hours — potentially in the evening, at weekends, or on bank holidays — a significant surcharge applies on top of standard rates. Our engineer will confirm the exact charge verbally before starting any work, so you always know what you're agreeing to.

We will assess your device, identify the fault, and give you a full explanation of our findings — at no charge. This includes hardware and software diagnostics. We'll then give you a clear repair quote so you can decide how you'd like to proceed, with no pressure and no obligation.

If, after we've diagnosed your device for free, you decide to repair it yourself or take it to another provider, a £50 diagnostic fee becomes payable before we return your device. This covers the engineer's time and any call-out costs involved in assessing your device. We think this is fair — our expertise and time has real value, and this policy allows us to keep diagnostics free for everyone who repairs with us.

If you bring your device to our workshop and we're unable to fix the fault, you won't be charged for labour. Simple as that. We only charge for parts that have been ordered or used with your prior approval. This applies to workshop drop-off repairs only — not call-out visits (see above).

Labour and parts are quoted separately and confirmed with you before any work begins. Parts are never ordered without your approval, and we'll always let you know if a part is a special order that may be non-refundable. You'll receive a full itemised invoice showing exactly what you've been charged for.

Before we begin any repair, we'll send you a Repair Authorisation document to sign. This confirms your agreement to the work and protects both of us — it covers things like data loss acknowledgement and liability. It's sent to your email and takes just a moment to sign online. We won't start work until it's signed, and you'll always have a copy in your customer portal.

A £25 non-refundable deposit is required to confirm all appointments. This is deducted from your final invoice when the work is completed. If you need to reschedule, please give us at least 24 hours' notice and we'll carry your deposit forward to the new appointment.

If you miss a scheduled appointment without giving us at least 24 hours' notice, a £40 no-show fee will be charged. We don't apply this straight away — our engineer will wait up to 10 minutes at or near your property and will try to reach you by phone and email using your registered contact details. Any calls will come from our office number, 01205 627240, so please make sure it isn't blocked. If we still can't reach you, the appointment is marked as a no-show and the fee applies. This must be paid before a new appointment can be booked.

Invoices are due within 30 days. If payment isn't received within this window, a late payment fee of £60 or 50% of the invoice (whichever is higher) may be applied. If you're having difficulty paying, please get in touch with us before the due date — we'd much rather help you find a solution than apply a late fee.

If you cancel a mobile or broadband contract before the end of your minimum term (typically 12 or 24 months), the supplier will charge an early exit fee — usually based on the number of months remaining. This is a supplier charge set by the network, not by us, and is passed on to you in full. We'll always let you know what this would be before you cancel so you can make an informed decision.

When you cancel a service, most suppliers require one final month's payment to cover the notice period or close out the billing cycle — even if the service has already stopped. This is standard practice across the industry and is a supplier requirement that we pass on to you. We'll make sure you're aware of this when you request a cancellation.

A supplier may suspend your service for reasons such as non-payment, suspected misuse, or legal requirements. If your service is suspended, we'll notify you as soon as we're made aware and help you resolve the situation. However, the supplier's decision to suspend is outside of our control and we cannot guarantee reinstatement.

If your service has been suspended and you'd like it reinstated, the supplier may charge a reactivation fee on top of any outstanding balance. This is passed on to you in full. We'll always let you know the cost before proceeding with a reinstatement request.

Some suppliers charge admin fees for things like SIM replacements, number porting, contract amendments, or other account changes. Where these are applied by the supplier, they're passed on to you. We'll always tell you about these before making any changes to your account.

If your usage exceeds your plan's allowances — such as going over your data cap or call minute allowance — the supplier may apply excess usage charges. We'll always try to alert you if we're made aware you're approaching your limits, but these charges are determined and applied by the supplier and passed on to you in full.

Some broadband and telephony services require a supplier engineer for installation or fault resolution. If the supplier determines the fault is on your side of the connection, they may charge for the visit. This is a supplier decision and the charge will be passed on to you. We'll let you know if this is a possibility before any engineer visit is booked.

If our supplier increases their wholesale costs, we may need to pass this on to you. You'll always receive at least 30 days' written notice before any price change takes effect. In some circumstances, a mid-contract price increase may give you the right to exit without an early termination fee — we'll advise you of your options if this happens.

For £10 a month, Priority Support customers are guaranteed a call-out within two working days during busy periods. This doesn't affect the quality of service all our customers receive — it simply guarantees your response time when demand is high. Think of it as peace of mind that you won't be waiting during a particularly busy spell.

Our managed IT contracts are tailored to your business — covering monitoring, maintenance, support, and more for a fixed monthly fee. Pricing is agreed at the contract stage so there are no surprises. Get in touch for a no-obligation quote.

Pay securely via PayPal — including using a debit or credit card through PayPal's checkout, even without a PayPal account.

Ideal for subscriptions and recurring invoices. Set up a Direct Debit through GoCardless and payments are collected automatically when invoices are due.

Pay by debit or credit card via Stripe's secure payment platform. Available directly from your customer portal or invoice link.

Business customers may pay by BACS bank transfer. Our bank details will be included on your invoice. Please use your invoice number as the payment reference.