Service Agreement and Scope
OnSite NetCheck provides professional network installation, optimization, and support services for residential and small business customers in London and surrounding areas. Our services include router placement, WiFi optimization, mesh network setup, structured cabling, and comprehensive performance testing.
All services are performed by certified technicians using industry-standard practices and equipment. Service scope is defined during initial consultation and confirmed before work begins.
Booking and Appointment Policies
Appointments can be scheduled through our online booking system or by phone. Same-day service is available subject to technician availability and may incur additional fees for urgent requests.
Customers must provide accurate contact information and property details. Appointment confirmations are sent via email or SMS, and customers are responsible for ensuring access to the service location.
Pricing and Payment Terms
Service pricing is clearly outlined in our package descriptions and confirmed before work begins. Additional charges may apply for hardware purchases, extended service time, or specialized equipment requirements.
Payment is due upon completion of services unless alternative arrangements are made in advance. We accept cash, card payments, and bank transfers for business customers.
Customer Responsibilities and Preparation
Customers must ensure safe access to all areas requiring service and provide necessary passwords for existing network equipment. Any existing network configurations should be documented or backed up before our visit.
Customers are responsible for ensuring adequate power outlets and suitable mounting locations for network equipment as recommended by our technicians.
Service Warranties and Guarantees
We guarantee our workmanship for 90 days from service completion. This covers configuration errors, installation defects, and performance issues directly related to our service delivery.
Hardware warranties are provided by manufacturers and are separate from our service guarantee. We assist with warranty claims but are not responsible for manufacturer defects or failures.
Limitation of Liability and Disclaimers
Our liability is limited to the cost of services provided. We are not responsible for internet service provider issues, existing infrastructure limitations, or performance constraints beyond our control.
While we strive to optimize network performance, actual speeds depend on various factors including ISP service, device capabilities, and environmental conditions.
Cancellation and Rescheduling Policies
Appointments can be cancelled or rescheduled with at least 4 hours notice without penalty. Late cancellations may incur a service call fee to cover technician travel and preparation costs.
No-show appointments are charged the full service fee unless exceptional circumstances prevent customer availability and prior notice is provided.
Property Access and Safety Requirements
Customers must provide safe, unobstructed access to all service areas. We reserve the right to postpone service if safety conditions are inadequate or access is restricted.
Our technicians follow strict safety protocols and will identify any hazards or code violations that may affect network installation or performance.
Intellectual Property and Confidentiality
All service methodologies, configuration templates, and technical documentation remain the intellectual property of OnSite NetCheck. Customer network configurations and performance data are treated as confidential.
We may use anonymized performance data for service improvement and industry benchmarking purposes, but never in a way that identifies specific customers or locations.
Ongoing Support and Maintenance
Optional monthly support plans provide ongoing monitoring, priority service, and regular optimization checks. Support plan terms are outlined in separate agreements and can be cancelled with 30 days notice.
Emergency support outside of support plans is available at standard rates with potential premium charges for after-hours or weekend service calls.
Dispute Resolution and Governing Law
Any disputes arising from our services will be resolved through good faith negotiation. If resolution cannot be reached, disputes will be handled through UK arbitration or small claims court as appropriate.
These terms are governed by UK law and any legal proceedings will be conducted in London courts with jurisdiction over our business location.
Service Modifications and Updates
We reserve the right to modify service offerings, pricing, and terms with reasonable notice to customers. Existing service agreements remain valid under original terms until completion or renewal.
Customers will be notified of significant changes through email or direct communication, with options to discuss how changes may affect ongoing service relationships.
Force Majeure and Service Interruptions
OnSite NetCheck is not liable for service delays or cancellations due to circumstances beyond our control, including severe weather, transportation strikes, or other force majeure events.
In such cases, we will reschedule appointments at the earliest opportunity without additional charges and communicate proactively about any service disruptions.
Contact Information for Service Terms
Questions about these terms of service should be directed to [email protected] or +1 619 201 2010. We are committed to clear communication about service expectations and terms.
These terms are effective as of January 1, 2025, and supersede any previous service agreements or understandings between OnSite NetCheck and our customers.