Terms and Conditions

These Terms & Conditions apply to the Install Pros – Support Plan (“Support Plan”) provided by Install Pros® (“we”, “us”, “our”) to the customer (“you”, “your”).

By subscribing to the Support Plan, you agree to the following terms.

1. Service Overview

The Install Pros – Support Plan provides ongoing aftercare, technical support, and on-site assistance for eligible installations completed or supported by Install Pros®.

The Support Plan is offered at:

• £15 + VAT per month, or
• £150 + VAT annually (20% discount)

The Support Plan is a service agreement, not an insurance policy or warranty product.

2. What’s Included

The Support Plan includes:

• Unlimited workmanship guarantee on Install Pros® installations
• No call-out fees for approved service visits within scope
• Unlimited UK relocation of Starlink systems (excluding additional equipment costs)
• Faulty equipment support for installed equipment
• 24/7 human technical support, including remote diagnostics and guidance

All services are subject to these Terms & Conditions and fair usage.

3. Service Call-Outs & Response Times

• Service calls are subject to engineer availability.
• Where escalation is required, service visits are typically prioritised within 72 hours, with a maximum target response time of 7 days.
• Response times are not guaranteed and may be affected by location, weather, access, or subcontractor availability.

4. Fair Usage & Scope

The Support Plan is designed to cover normal residential and small commercial usage.

It does not include:

• New installations or system upgrades
• Replacement of customer-damaged equipment
• Structural, electrical, or third-party cabling works
• Non-installed or third-party equipment
• Acts of God, power outages, or ISP-wide service failures

Install Pros® reserves the right to determine whether a service request falls within scope.

5. Minimum Term & Cancellation

5.1 Minimum Term

The Support Plan is subject to a minimum term of 7 months from the subscription start date to ensure continuity of service.

5.2 Early Cancellation

If you cancel the Support Plan before completing the 7-month minimum term, Install Pros® reserves the right to:

• Recover the cost of any service call-outs already provided, up to the average call-out cost or
• Charge the remaining balance required to reach the 7-month minimum term, whichever is lower.

5.3 Payment Failure / Direct Debit Cancellation

If a Direct Debit or recurring payment is cancelled or fails before the minimum term is completed, Install Pros® reserves the right to:

• Automatically bill the payment method on file, or
• Recover outstanding charges required to satisfy the minimum term.

Failure to settle outstanding amounts may result in suspension of support services.

6. Annual Subscriptions

Annual subscriptions are paid upfront and are non-refundable, except where required by law.

Early cancellation of an annual plan does not entitle the customer to a refund for unused months.

7. Relocation Terms

• Unlimited UK relocations apply only to systems originally installed or supported by Install Pros®.
• Additional equipment, mounts, cabling, or third-party works are chargeable.
• Relocations are subject to availability and access conditions.

8. Faulty Equipment Support

Install Pros® will assist with diagnosing and resolving faults in installed equipment.

This does not guarantee:

• Manufacturer warranty approval
• Immediate replacement
• Coverage for customer misuse or accidental damage

Replacement hardware, if required, may be chargeable unless otherwise agreed.

9. Suspension & Termination

Install Pros® reserves the right to suspend or terminate the Support Plan if:

• Payments are overdue
• Services are abused or misused
• Requests fall consistently outside fair usage

10. Liability

Install Pros®’ liability under the Support Plan is limited to the provision of services described herein.

We are not liable for:

• Loss of business or income
• Indirect or consequential losses
• Starlink service outages beyond our control

11. Amendments

Install Pros® may update these Terms & Conditions with reasonable notice. Continued use of the Support Plan constitutes acceptance of updated terms.

12. Governing Law

These Terms & Conditions are governed by the laws of England and Wales..