Clear terms for our home-networking services

Trader: Daryl Hagedorn t/a Waterlooville Home Networks
Business, correspondence and service address: 4 Siskin Grove, Waterlooville, PO7 8HW
Service area: Normally within around 10 miles of Waterlooville.
Email: hello@waterloovillehomenetworks.co.uk
Telephone: 07733 797198

1. Services

We provide residential networking services including Wi-Fi troubleshooting, surveys, access-point installation, Ethernet/Cat6 cabling, home-working set-up, network optimisation, garden-office connectivity and network installation. The precise work is described in the agreed quotation or booking confirmation.

2. Surveys and troubleshooting

A free initial phone consultation is available before you commit to paid work. We discuss what you need and explain the scope and price of any chargeable next step before you agree to it. For installation work, WHN may carry out the site and technical checks reasonably needed to design the proposed work and provide a firm quotation. If an unusually complex job requires separately chargeable design or investigative work, we will explain the scope and price before you agree to it.

2A. Home Wi-Fi Troubleshooting Visit pricing and scope

The optional £99 Home Wi-Fi Troubleshooting Visit covers one agreed problem, local travel within our normal service area and up to 90 minutes of relevant checks and practical improvements where possible, plus a concise outcome summary. The service is professional troubleshooting rather than a guarantee that every fault can be fully resolved within the visit. Some problems require new equipment, cabling, further installation work or action by the broadband provider. The fee remains payable for the agreed visit and work supplied, subject always to your statutory rights if our work fails to meet legal requirements. Outside-area travel is only offered with an agreed total price before booking.

Additional troubleshooting is £35 for each further 30-minute block, only after we explain the options and obtain your express approval before each block. We offer no more than two blocks, making the maximum agreed troubleshooting total £169 for up to 2½ hours; additional installations and materials require a separate written quotation. Declining optional extra time does not affect the agreed £99 visit charge.

Where the visit identifies a follow-on WHN installation quoted at £750 or more before the credit, a £99 credit against that installation is available if its written quotation is accepted within 30 calendar days of the visit. The credit applies once to the installation price, not to equipment-only purchases or alongside another promotion; there is no cash alternative. The final price and eligibility are confirmed in the quotation before acceptance. Extra troubleshooting charges are not credited.

3. Quotations and forming a contract

Installation work will normally be quoted in writing with scope, equipment, labour, assumptions, exclusions and total price. Unless stated otherwise, quotations are valid for 30 days. A contract is made when you accept and we confirm the agreed booking or installation; silence is not acceptance. Hidden conditions may require a revised proposal, but no extra chargeable work proceeds without your agreement.

4. Equipment

We identify equipment sufficiently in your quotation. If unavailable, we will agree material substitutions and price/function changes before ordering. Where WHN supplies equipment, WHN is the customer-facing seller and remains your first contact if that equipment appears faulty. Ownership transfers when the relevant invoice is paid in full, without affecting your statutory rights. Customer-owned equipment removed during work remains yours and stays at your property: we do not provide a disposal service.

5. Deposits and equipment orders

We do not normally require a deposit. WHN funds equipment in an accepted installation quotation. We will agree scope and total price before ordering. If a special-order or unusually large job cannot be accepted on these terms, we will discuss options before forming a contract, not demand an unexpected deposit afterwards. Cancellation remains subject to applicable statutory rights.

6. Access and property information

Please provide reasonable access and identify known hazards or hidden services, including electrical cables, pipes, asbestos-containing materials, underfloor heating, unusual construction and restricted access. You should obtain any landlord/freeholder permissions you need. We can change or stop a method where safe access or a suitable route cannot be established.

7. Cabling and making good

Retrofit cabling may involve drilling, surface routes, trunking or external runs. We seek to minimise disruption and produce a neat installation; fully concealed routes cannot always be achieved. Major building work, plastering, decoration and specialist electrical work are excluded unless explicitly quoted.

8. Customer equipment and third-party services

We may connect existing routers, broadband, computers or other third-party items. We cannot promise continued compatibility or performance of equipment, software, broadband services or cloud services outside our control.

9. Broadband and network performance

Network work may improve coverage and stability but cannot guarantee internet speed, gaming latency or external performance. ISP conditions, external networks, neighbouring Wi-Fi, radio interference and devices affect results.

10. Wi-Fi coverage

We use reasonable care and skill to design around the agreed requirements and conditions present at the time. Coverage may change with alterations, furniture, interference or new neighbouring networks.

11. Configuration and security

We use reasonable care configuring equipment. Please secure passwords and choose who may access your network. We will not intentionally retain administrative credentials without a separate managed-support agreement.

12. Personal information

We process personal information as explained in the Privacy Notice.

13. Completion and handover

We test the installed network or service as appropriate to the agreed scope and provide relevant equipment, Wi-Fi and support information where appropriate. For equipment supplied by WHN, handover records may include the model, serial or MAC identifier, installation date and applicable support/warranty route. Where supported and agreed, customer ownership or administrator control of the network platform is handed over without removing WHN's responsibilities as seller of goods we supplied.

14. Payment

Payment of the agreed Troubleshooting Visit or installation price is due immediately upon completion by bank transfer to the Mettle account shown on our FreeAgent invoice. You will know the total price and payment arrangement before acceptance. We do not add VAT while not VAT-registered.

15. Changes and additional work

Your booking/quotation fixes the agreed scope and total price. If you request additional work or hidden conditions require a change, we will explain the revised scope, total price and timing in writing before extra chargeable work. We only proceed after your express approval. Declining an optional variation creates no charge for that work. If the original scope cannot safely or reasonably proceed, we will discuss the outcome first. Statutory rights remain unaffected.

16. Consumer cancellation rights

A qualifying distance or off-premises consumer contract usually carries a 14-day cancellation right. See the cancellation notice and optional model form in this pack. Services and supplied goods can have different cancellation start dates. Where WHN supplies equipment, the specific quotation includes an equipment-and-installation cancellation section identifying the goods and the return/refund arrangements before you accept.

17. Starting during the cancellation period

A request to start a service within an applicable cancellation period must be separate and express, not inferred from your quotation acceptance or booked date. If you subsequently cancel, a proportionate service charge may apply only where the statutory conditions are met. If the service is fully performed following the required request and acknowledgement, the cancellation right for that service may end. Rights concerning faulty work and goods remain.

18. Cancellation by WHN

We may rearrange or cancel because of illness, unsafe conditions, severe weather, equipment unavailability or other circumstances beyond reasonable control. Where reasonably possible we will agree another suitable date. We will not charge for work not supplied where a refund is due.

19. Workmanship, equipment and support

If work or equipment supplied by WHN appears faulty, contact us first with the job reference, affected equipment and symptoms. WHN remains the customer-facing seller for equipment we supplied. We will make reasonable initial checks and investigate or correct without charge where the law requires us to do so. A manufacturer warranty, where available, is additional to your statutory rights and WHN may handle that supplier/manufacturer route on your behalf. If checks instead indicate a separate issue such as an ISP outage, customer or third-party configuration change, accidental or misuse damage, unsupported modification or another problem unrelated to WHN-supplied goods or workmanship, any chargeable remote or on-site work will only proceed after we explain the basis, scope and price and you agree it. We do not retrospectively impose a charge merely because the equipment is found to be working. See our equipment warranty & support guide.

20. Damage and liability

We take reasonable care in your home and are responsible for reasonably foreseeable loss caused by our failure to use reasonable care and skill or breach of contract. We are not responsible for loss outside our reasonable control. Nothing excludes or limits liability where this would be unlawful, including for death or personal injury caused by negligence, fraud or your statutory rights.

21. Existing faults and hidden conditions

We are not responsible for pre-existing defects we could not reasonably identify. If hidden conditions affect the work, we will explain options before proceeding where practicable.

22. Photographs and survey records

We may take reasonable diagnostic photographs and measurements for job records. Images that identify your property will not be used for advertising or social media without separate permission.

23. Complaints

If unhappy, email us with your reference and concern so we can investigate fairly. We will respond and offer the remedies required by law. Contact: hello@waterloovillehomenetworks.co.uk; 07733 797198.

24. Changes to these terms

The version supplied to you before accepting a particular quotation/booking applies to that contract. We may update terms for later contracts without retrospectively altering your agreed version.

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Google Maps features and content displayed on this website are subject to the Google Maps/Google Earth Additional Terms of Service and the Google Privacy Policy. These website features do not change the version of the service contract supplied with your quotation or booking.