Refund policy

Returns & Refunds Policy

Overview

This policy applies to customers in the United Kingdom and should be read together with our Terms of Service. By placing an order, you agree to the terms set out below.

Our services consist of:

  • A home Wi‑Fi kit (hardware)

  • Installation services (including cabling)

  • Optional subscription-based support services

1. Hardware (Wi‑Fi Kit) Returns

Under the Consumer Contracts Regulations 2013, customers have the right to cancel and request a refund for the Wi‑Fi kit within 14 days of receiving the delivery, provided that:

  • The cancellation request is made within 14 days of purchase, and

  • The kit is returned in reasonable condition, allowing for inspection and handling.

Once returned and approved, the cost of the kit will be refunded using the original payment method.

2. Installation & Cabling Services (Non‑Refundable)

Installation services, including cabling work, are non‑refundable once work has commenced.

This includes:

  • Fully completed cable installation

  • Partially completed cable installation

  • Labour, site visits, and third‑party installation costs

Where a customer cancels within the 14‑day period but installation work has already begun, the cost of installation and cabling will be deducted from any refund or may result in no refund being due.

This is permitted under Regulation 36 of the Consumer Contracts Regulations, where services begin with the customer’s agreement.

3. How to Request a Return or Refund

To request a return or refund, customers must contact us within 14 days of purchase using our official contact details.

Customers are responsible for returning the Wi‑Fi kit unless otherwise agreed. We reserve the right to inspect returned items before issuing a refund.

4. Faulty or Damaged Equipment

If the Wi‑Fi kit is faulty or damaged, customers are entitled to remedies under the Consumer Rights Act 2015, including repair, replacement, or refund where applicable.

5. Refund Processing

Approved refunds are processed within 14 days of receiving the returned kit or confirmation of cancellation, whichever is later.