Install Pros Group Ltd t/a “Install Pros®”
Last updated: 31 March 2026

1. Who we are

1.1. These Terms & Conditions (“Terms”) govern the supply of installation, support, and managed services by Install Pros Group Ltd, trading as Install Pros® (“we”, “us”, “our”).
1.2. Registered office: Rotunda Buildings, Montpellier Exchange, Cheltenham, GL50 1SX. Company number: 14896859. VAT: GB456635174.
1.3. Contact: support@installpros.co.uk, 020 3397 7003. For data protection queries: Jordan Baylis — jordan@installpros.co.uk.

2. What we do

2.1. We install and support network-related products, with a focus on satellite broadband (e.g., Starlink, Project Kuiper and similar), home automation, security systems, audio-visual solutions, and commercial networking.
2.2. We are independent installers. We are not affiliated with nor an agent of Starlink, Project Kuiper, or any ISP or equipment manufacturer. Their own terms and warranties apply to their services and products (see §18).
2.3. We may use vetted subcontractors to deliver all or part of your job (see §9).

3. Definitions

Contract: the agreement formed when you accept our Quote, including these Terms and any schedules.
Customer/you: the person or organisation purchasing services from us.
Equipment: any hardware, mounts, brackets, fixings, cables and consumables we supply.
Install Date: the date we agree to attend site to carry out the installation.
Managed Services: ongoing services (e.g., monitoring, remote support) provided under a monthly/annual plan (see §14).
Quote/Proposal: our written scope, price and assumptions for your job.
Site: the property where the works are performed.

4. Ordering process & surveys

4.1. A Contract forms when you accept our Quote (email/WhatsApp acceptance is sufficient) and pay any required deposit.
4.2. We may conduct a remote and/or on-site survey. Our survey relies on the information available at the time (e.g., obstructions, local regulations, structure). If conditions differ on the day, we may need to vary the works and price (see §12).
4.3. Performance assurance (satellite installs): we will not install where we reasonably believe performance will be sub-optimal (e.g., obstructed sky view, unsafe mounting locations). See §6 for our No-Install Guarantee.
4.4. Acceptance & sign-off. The works are accepted when you sign our job sheet or begin using the system, whichever occurs first. Minor snagging items do not delay acceptance; we will remedy them within a reasonable time.

5. Deposits, scheduling & attendance

5.1. To secure an Install Date, we take a fully refundable deposit (amount stated in your Quote). This aligns attendance for all parties and reserves resources (engineers, access equipment, materials).
5.2. If we cannot proceed for reasons within our control, the deposit is refunded in full (see §6).
5.3. If you cancel or reschedule:
a) ≥ 48 hours before the Install Date: full deposit refunded.
b) < 48 hours before the Install Date or you are not present/accessible: we refund the deposit minus 20% (a late change/no-show fee).
5.4. We may reschedule for safety, weather, or other reasonable operational reasons; we will offer the next available date.

6. No-Install Guarantee

6.1. If, on arrival or during the job, we conclude the installation would not meet a reasonable standard of performance (e.g., severe obstructions, unacceptable signal levels, unsafe structure), we will not install.
6.2. In that case, your deposit is refunded in full. You will not be charged for labour (unless you specifically requested a paid diagnostic/survey visit in advance).

7. Customer responsibilities

7.1. You confirm you:
a) own the Site or have written permission from the owner/landlord;
b) have obtained (where required) planning/listed building consent, freeholder consent, and any third-party approvals;
c) will provide safe access to all work areas, including power, clear routes, and reasonable working space; and
d) will tell us about hazards (e.g., asbestos, fragile roofs, concealed services).
7.2. If additional access equipment (e.g., scaffolding, cherry picker) is required beyond what is in the Quote, this will be charged as a variation (see §12).
7.3. Someone over 18 must be present to approve locations, cable routes, and sign off the works.
7.4. Site readiness, parking & permits. You must ensure we can start work immediately on arrival, with rooms clear and access routes available. You will provide (or reimburse) suitable parking, permits, tolls and any ULEZ/congestion/access charges.
7.5. Waiting time & abortive visits. If we are unable to start within 30 minutes of arrival for reasons outside our control, we may charge reasonable waiting time. If we must leave without completing due to access or readiness, we may charge an abortive visit fee (see Schedule F).

8. Working on buildings, drilling & making good

8.1. Our engineers take care to minimise damage. Drilling and cable routing are often necessary; we will discuss locations with you.
8.2. We will make good to a reasonable tradesmanlike standard, but we do not provide redecoration, repainting, or specialist finishes unless expressly quoted.
8.3. External installs are weather-dependent and may be subject to environmental wear. We cannot guarantee against future weathering where that is outside our control.
8.4. You accept that fixing to certain substrates (e.g., old brickwork, render, cladding) may carry risk and may necessitate alternative mounting (potentially at extra cost).
8.5. Hidden services & fabric risk. We are not responsible for damage to undisclosed or reasonably undetectable hidden services (pipes, cables, ducts). If asbestos-containing materials are suspected, we will stop and you must arrange testing/remediation.
8.6. Wi-Fi coverage & speeds. Unless expressly stated in the Quote, we do not guarantee whole-property wireless coverage or a particular speed/latency. Performance depends on building materials, layout, client devices and ISP conditions. We may recommend additional access points, mesh nodes or cabling; these are chargeable variations.
8.7. Satellite performance. Predicted performance is indicative only. Weather, network load and obstructions (including future tree growth) may affect service. Re-aiming/re-location later is chargeable.

9. Subcontractors & insurance

9.1. We also use a small network of fully insured, vetted subcontractors who meet our standards and work as part of the Install Pros® family because of their proven skill in this sector. They are Certified Install Pros®.
9.2. Subcontractors act on our behalf and are bound by these Terms.
9.3. We maintain appropriate public liability and indemnity insurance. Evidence is available on request.

10. Warranty

10.1. Workmanship: we guarantee our workmanship for 2 years from completion. If a defect arises due to our workmanship within that period, we will remedy it at our cost.
10.2 Five Year Comprehensive Cover includes, for the duration of the five-year term:
a) Repair or replacement (at our discretion) of any supplied and installed equipment that becomes faulty due to defects in materials or workmanship.
b) Labour and call-out costs for diagnosing, removing, repairing, and re-installing covered equipment.
c) Parts and components required to restore the system to proper working order, including like-for-like substitutions where an exact match is unavailable.
d) System fault investigation and testing to confirm performance following repair or replacement.
e) Remote support where possible, and on-site attendance where required to resolve covered faults.

This cover is limited to equipment we supplied and installed and does not extend to third-party or customer-provided items, accidental or wilful damage, unauthorised modifications, misuse, neglect, or issues arising from external factors outside our control (such as power surges, building alterations, or acts of nature).

10.3. Equipment: manufacturer warranties apply in addition to your statutory rights. We’ll assist with manufacturer claims where feasible.
10.4. Exclusions: misuse, accidental damage, unauthorised alterations, acts of God, vermin, pest or bird damage, corrosion due to environmental conditions, ISP service faults, and circumstances outside our control.

11. Optional “Advanced Cover” plan

11.1. For a fixed monthly fee (set out in your plan summary), you may purchase Advanced Cover, which provides:
a) priority 24/7 remote support;
b) free call-outs for covered faults; and
c) replacement of products outside their manufacturer warranty when originally supplied/installed by us (like-for-like or nearest equivalent);
d) full upgrade to the latest equipment if the contract is held for 3 or more years (must be requested by you; subject to availability and reasonable equivalence).
11.2. Fair use applies. Exclusions mirror §10.3 and include consumables, cosmetic issues, and upgrades requested for convenience.
11.3. Advanced Cover begins on our written confirmation and continues month-to-month unless cancelled with 30 days’ notice. We may suspend or cancel for non-payment.

12. Variations & unforeseen works

12.1. If conditions differ from the survey/Quote (e.g., hidden obstructions, non-viable cable routes, extra access needs), we will explain the options and pricing before proceeding.
12.2. Variations must be agreed in writing (email is fine). If you decline, we will complete the feasible portion or make safe; charges apply for work done and materials used.

13. Aftercare & support

13.1. Included: all installations include free aftercare and support via phone or WhatsApp during standard hours (business days, standard UK office hours unless stated otherwise).
13.2. Upgrades: for 24/7 remote support and free call-outs, choose Advanced Cover (§11) or a Managed Services plan (§14).
13.3. We will use reasonable care and skill in troubleshooting. ISP outages, upstream faults, or third-party equipment issues are outside our control.
13.4. Remote support, consent & backups. Remote access tools may be used to diagnose and fix issues. You consent to our engineers connecting to your systems for support purposes. You are responsible for backing up data before we work; we are not liable for data loss arising from pre-existing faults or lack of backups.

14. Managed Services

14.1. We partner with Norwich Cloud as our IT division to fulfil certain Managed Services (e.g., monitoring, remote management, proactive maintenance).
14.2. Your contract remains with Install Pros®; Norwich Cloud acts as our service provider.
14.3. Service descriptions, target response times, and inclusions/exclusions are detailed in your plan summary.
14.4. Billing, support, and account management remain through Install Pros® as your single point of contact.
14.5. Term & termination. Managed Services are monthly rolling unless a longer minimum term is stated in your plan. You may cancel on 30 days’ notice after any minimum term. We may suspend or terminate for non-payment, material breach, or security risk.
14.6. Service targets. Response and restore targets (if any) are targets, not guarantees; time is not of the essence.
14.7. Security changes. You authorise us and Norwich Cloud to apply security updates and configuration changes reasonably required to protect your systems.

15. Prices, payment & title

15.1. Prices are as per the Quote and inclusive/exclusive of VAT as stated.
15.2. Unless otherwise agreed in writing:
a) deposit due on booking (§5);
b) balance due on completion (or staged per Quote).
15.3. We may charge interest on overdue sums at 4% per annum above the Bank of England base rate (or as permitted by the Late Payment of Commercial Debts legislation for business customers).
15.4. Equipment remains our property until paid in full. Risk passes on delivery/installation.
15.5. Materials & substitutions. If a specified product becomes unavailable, we may supply a nearest-equivalent item of equal or better specification at no extra cost, or agree a priced alternative with you.
15.6. Price volatility (T&M). For time-and-materials jobs, significant supplier price increases notified after the Quote date may be passed through; we will evidence and agree these in advance.
15.7. Late payment & suspension. For business customers, statutory interest and fixed-sum compensation may apply under the Late Payment of Commercial Debts (Interest) Act 1998. We may suspend services (including Managed Services) for non-payment after reasonable notice.
15.8. Ownership & de-installation. Title passes on full payment. If payment is overdue, we may, on reasonable notice and with your permission, attend to de-install our unpaid Equipment or disable licences supplied by us, without affecting your statutory rights.
15.9. Removal & disposal (WEEE). On request, we can remove and responsibly dispose of old equipment and packaging. Charges apply unless included in the Quote. You are responsible for securely wiping any data-bearing devices before hand-over for disposal.

16. Access, safety & right to refuse

16.1. We may refuse or pause work if we consider the Site unsafe (e.g., severe weather, fragile roofs, unsafe electrics), or if required permissions are missing.
16.2. We comply with health and safety laws and will follow safe-working practices, including working-at-height controls.

17. Your equipment & third-party products

17.1. If we install or integrate customer-supplied equipment, we are not responsible for its quality, compatibility, or existing faults, and it is excluded from our product replacement obligations.
17.2. We will use reasonable endeavours to integrate third-party products but cannot guarantee performance where dependencies sit with other vendors.

18. ISP services 

18.1. Any internet service subscription (e.g., Starlink, Project Kuiper, or other ISPs) is a contract between you and that provider. We do not supply the ISP service and are not liable for their service levels, speeds, latency, uptime, fair-use policies, data caps, or outages.
18.2. You must review and accept the relevant provider’s terms and privacy notices. We can assist with installation and basic setup. Raise ongoing service issues with your ISP; we can assist on a reasonable-efforts basis.

19. Delays & force majeure

19.1. We are not liable for delay or failure caused by events beyond our reasonable control (e.g., extreme weather, supply-chain issues, industrial action, network/utility outages, governmental action). We will notify you and resume as soon as reasonably practicable.

20. Photographs & publicity

20.1. We may take photographs of the installation for records and quality assurance.
20.2. With your consent, we may use non-identifying images for marketing. You can withdraw consent at any time.

21. Liability

21.1. Nothing in these Terms limits liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded under law.
21.2. Subject to 21.1:
a) we are not liable for indirect or consequential loss (e.g., loss of profit, business interruption, data loss);
b) our total liability for all claims arising from a job is limited to the total price paid (or payable) for that job.
21.3. Your statutory rights (including under the Consumer Rights Act 2015) are not affected.
21.4. Consumers vs business customers. For business customers, the exclusions in §21.2 apply and the liability cap is per job. For consumers, we do not exclude losses that are a foreseeable result of our breach or negligence.

22. Consumers: distance selling / cooling-off

22.1. If you are a consumer and you purchase at a distance/off-premises, you may have a 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
22.2. If you ask us to carry out services during the cooling-off period, you acknowledge you may lose the right to cancel once services are fully performed, and you will pay for any services already provided if you subsequently cancel. See Schedule E for a model cancellation form.

23. Communications & GDPR (UK)

23.1. How we communicate. We use email, phone and WhatsApp to manage your job, provide updates, and deliver support. By engaging us, you consent to us contacting you using these methods for service administration and support. You can change your contact preferences at any time.
23.2. Data controller. Install Pros Group Ltd is the data controller for personal data we process about customers and contacts.
23.3. What we collect. Identity and contact details; site address; permissions/consents; job notes and photos; billing data; and technical metadata needed to diagnose and support installations.
23.4. Why we process (legal bases).
— to perform our contract with you (e.g., booking, installation, billing, support);
— our legitimate interests in running and improving our business (e.g., quality assurance, training, preventing fraud);
— compliance with legal obligations (e.g., tax, safety);
— your consent (e.g., optional marketing or specific WhatsApp groups if applicable).
23.5. Sharing & processors. We share data with service providers strictly as needed to deliver services (e.g., Norwich Cloud for Managed Services fulfilment, communications platforms like WhatsApp, email providers, scheduling and accounting systems, payment processors, access equipment hire). We require appropriate contracts and safeguards.
23.6. International transfers. If data is transferred outside the UK, we will use an adequacy decision or appropriate safeguards (e.g., UK IDTA/standard contractual clauses).
23.7. Retention. We keep data only as long as necessary for the purposes above and to meet legal/accounting obligations. Typical retention for job records is 6 years after completion, unless law requires longer.
23.8. Your rights. Under UK GDPR and the Data Protection Act 2018, you have rights to access, rectify, erase, restrict, object, and data portability, and rights in relation to automated decision-making where applicable. To exercise these rights or to request a copy or deletion of your data, contact our data protection officer — jordan@installpros.co.uk. We aim to respond within 7 days; in all cases we will respond within one month as permitted by law (extendable by two further months for complex requests). We may charge a reasonable fee or refuse requests that are manifestly unfounded or excessive. You may be asked to verify your identity.
23.9. Complaints. You can complain to the Information Commissioner’s Office (ICO) at ico.org.uk. We would appreciate the chance to address your concerns first.
23.10. Privacy notice. This section summarises how we handle personal data. For full details, please see our Privacy Notice.
23.11. WhatsApp notice. WhatsApp is a third-party platform with its own terms and privacy policy. By choosing WhatsApp support, you acknowledge that your data will be processed by WhatsApp/Meta in accordance with their policies.
23.12. CCTV/audio systems. Where we install CCTV or audio-enabled devices, you are the controller for any recordings. You must use signage where appropriate, set retention periods, and comply with UK data protection law and any police/alarm authority guidance. We can provide template signage on request.

24. Complaints & dispute resolution

24.1. Please raise any concerns promptly via support@installpros.co.uk. We aim to resolve issues quickly and fairly.
24.2. If we cannot resolve a dispute, we will provide details of a suitable Alternative Dispute Resolution (ADR) entity and confirm whether we will engage with them. Using ADR does not restrict your right to bring court proceedings. These Terms are governed by the laws of England and Wales, and disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

25. Changes to these Terms

25.1. We may update these Terms from time to time. The version effective on the date you accept your Quote governs your Contract. We will provide a copy on request.

26. General

26.1. Entire agreement & precedence. The Quote and these Terms are the entire agreement. If they conflict, the Quote takes precedence for scope and pricing.
26.2. Assignment & subcontracting. We may assign or subcontract our rights/obligations; you may not assign without our consent (not unreasonably withheld).
26.3. Third-party rights. A person who is not a party has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce these Terms.
26.4. Severance. If any provision is invalid, the rest remains effective.
26.5. No waiver. A delay or failure to enforce is not a waiver.
26.6. Notices. Formal notices may be served by email to the contacts in §1.3 and are deemed received at 9am the next Business Day.
26.7. Time not of the essence. Time is not of the essence unless expressly stated otherwise in the Quote or these Terms.

Schedules

Schedule A – Advanced Cover

Included: 24/7 remote support; priority triage; free on-site call-outs for covered faults; out-of-warranty replacement for items originally supplied/installed by us (like-for-like or nearest equivalent).
Excluded: misuse, accidental damage, pests, environmental corrosion, ISP outages, power issues, customer-supplied equipment, upgrades, cosmetic-only issues, non-original parts.
Term: monthly rolling; 30 days’ notice to cancel; non-payment may suspend service.
Fair use: we may reasonably cap repeated call-outs where root cause is outside scope.

Schedule B – Managed Services

Fulfilment partner: Norwich Cloud (acting for Install Pros®).
Contracting entity & billing: Install Pros®.
Scope: monitoring, patching, remote management, proactive checks, defined response targets; exact inclusions/exclusions per plan summary.
Escalation path: raise with Install Pros®; escalations coordinated with Norwich Cloud.

Schedule C – Cancellation & Deposits

Deposit: fully refundable to secure date/resources.
Cancel/reschedule ≥ 48h: full refund.
Cancel/reschedule < 48h or no access on the day: refund minus 20% of the deposit.
No-Install (performance not optimal; §6): full refund.

Schedule D – Workmanship Warranty

Duration: 2 years from completion.
Remedies: repair, re-perform, or replace at our discretion.
Exclusions: see §10.3.

Schedule E –  Cancellation Form

To: Install Pros Group Ltd, Rotunda Buildings, Montpellier Exchange, Cheltenham, GL50 1SX, support@installpros.co.uk
I/We hereby give notice that I/We cancel my/our contract for the supply of services:
— Ordered on/received on: [date]
— Name of consumer(s):
— Address of consumer(s):
— Signature (only if this form is notified on paper):
— Date:

Schedule F – Rate Card & Call-Outs

• Standard hours: Mon–Fri 09:00–18:30.

• Labour (standard): Project based not hourly.

• Out-of-hours: No additional fees.

• Travel: first 150 miles included; then £2/mile.

• Waiting time: £50+VAT/hour after the first 30 minutes if Site not ready.

• Abortive visit: £95+VAT (plus travel) if we cannot proceed due to access/readiness.

• Access equipment: at cost + 20% handling.

• Diagnostics-only visit: £95-£150+VAT.