Dimensional Digital Support – Terms of Service

Effective Date: 18 February 2026

These Terms of Service (“Terms”) govern the provision of home technology support services by Dimensional Digital Support, a service operated by Dimensional Designs (“we”, “us”, “our”). By booking an appointment, you agree to these Terms.

1. Services Provided

We provide in-home assistance including, but not limited to:

WiFi and router setup
Mesh system installation
Device connection and configuration
Smart device setup
Basic troubleshooting of internet and home equipment
General home technology advice

Services are limited to configuration and troubleshooting within the customer’s property.

2. Services Not Provided

We do not:

Repair or modify Openreach or ISP-owned infrastructure
Guarantee internet speeds, coverage, or service uptime
Provide telecom or internet provider services
Perform electrical installation work beyond standard plug-and-play setup
Provide ongoing managed IT services unless separately agreed in writing

ISP-side faults remain the responsibility of your internet provider.

3. Pricing

Our pricing structure is:

£50 call-out fee, which includes up to 1 hour of service
£10 per additional 30 minutes, if required

Any additional time will be discussed and agreed with the customer before continuing work.

The £50 call-out fee is payable at the time of booking unless otherwise agreed.
Any additional charges are payable at the end of the visit.

4. Payment Terms

Payment is due immediately upon completion of services unless agreed in writing.

We accept:

Bank transfer
Card payment
Cash

Failure to make payment may result in recovery action.

5. Cancellations

Appointments may be rescheduled or cancelled with at least 24 hours’ notice.

Cancellations with less than 24 hours’ notice may result in forfeiture of the £50 call-out fee.

6. Access & Customer Responsibilities

The customer agrees to:

Provide safe and reasonable access to equipment and working areas
Ensure legal ownership of, or permission to configure, devices and networks
Provide accurate information about faults and setup

We reserve the right to refuse or discontinue service where conditions are deemed unsafe, hazardous, or inappropriate.

If we attend the property and are unable to proceed due to unsafe conditions that were not disclosed at the time of booking, the £50 call-out fee remains payable and is non-refundable.

7. Limitation of Liability

While we take reasonable care in providing services:

We are not liable for pre-existing faults, hardware failures, or ISP-side issues
We are not responsible for data loss during troubleshooting or device resets
Customers are responsible for backing up important data before service visits

To the fullest extent permitted by law, our liability is limited to the amount paid for the specific service visit.

8. Equipment & Hardware

If new hardware is recommended:

Purchase decisions remain the customer’s responsibility
We are not liable for manufacturer defects
Warranty claims must be handled directly with the retailer or manufacturer

9. No Guarantee of Resolution

Some technical issues may require ISP involvement, hardware replacement, or specialist repair.

We do not guarantee that all faults can be resolved during a single visit.

10. Data Protection & Privacy

We collect and process personal information (such as name, address, phone number, and email address) solely for the purpose of booking, providing, and invoicing our services.

We handle personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We do not sell or share personal information with third parties, except where necessary to:

Process payments
Comply with legal obligations
Enforce these Terms

Customer information is stored securely and retained only for as long as necessary for business, legal, or accounting purposes.

You have the right to request access to, correction of, or deletion of your personal data by contacting us using the details below.

11. Service Area & Travel

Our standard pricing applies to appointments within a 20-mile radius of Norwich.

Appointments beyond 20 miles will incur an additional charge of £5 per additional 5 miles (or part thereof), measured from our base location to the customer’s address.

Any travel supplement will be confirmed prior to booking.

We reserve the right to decline appointments outside our operating radius.

12. Changes to Terms

We reserve the right to update these Terms at any time. The latest version will be available on our website.

13. Contact

Dimensional Digital Support
A service by Dimensional Designs

Email: help@dimensionaldesigns.co.uk
Website: dimensionaldesigns.co.uk/dds

Digital Support contact

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