Terms and Conditions

Working Hours

Our normal working hours are 9am to 5pm, Monday to Friday, excluding public and bank holidays. We may sometimes work outside of these hours, but it is not guaranteed. If you need to be able to contact us outside of our normal working hours, please speak to our sales team to discuss an out of hours support contract, we are able to provide anything up to 365/24/7 cover.

Payment

If you are a new customer we will expect payment in full for any hardware prior to shipping. Once you have built up a relationship with us you may request credit terms. If we decide to extend credit, it will consist of a 30 day term where we issue the invoice and expect payment within 30 days of the tax date of the invoice. Failure to pay within the 30 days may result in us applying interest to the overdue amount at the rate of 8% above the base rate of the Bank of England. We also reserve the right to charge a £50 late payment fee for any invoice that remains unpaid past it’s due date under the UK’s late payment legislation.

If you pay by Direct Debit and any payment is returned unpaid by your bank we will charge you a £5 + VAT administration fee to cover our costs, this charge is “per payment returned”. If the invoice subsequently becomes overdue then the standard late payment charges apply, as per the previous paragraph, this is in addition to the £5 + VAT administration charge for a returned Direct Debit payment.

Warranty

Any hardware we supply that is sold as new will carry a 12 month RTB (Return To Base) warranty, unless you have made specific alternative arrangements with us, i.e. a support contract that specifically covers your hardware. You are responsible for the safe return of any faulty hardware to us, we highly recommend you use an insured, tracked and “signed for” service for returning any hardware. Some hardware may have more than a 12 month warranty on them, but this will be from the manufacturer. For any such extended warranty it would be your responsibility to return any faulty hardware direct to the manufacturer unless you make arrangements with us to do this on your behalf. Please note that we may charge a handling fee for providing this service, the amount charged would depend on the item, i.e. size, weight, etc.

Remedial Work

If a service or hardware we provide develops a fault you must report this to us as soon as possible, we request this is done via email to support@comgw.co.uk in the first instance so that we have a record of when the fault was first reported. If you choose to call us by telephone instead, then we highly recommend that you follow this up with an email as we do not routinely record telephone calls. We may ask you to carry out some basic tests to ascertain the exact nature of the fault, please ensure these are completed as requested to save time and wasted engineering visits. With a lot of electronic equipment simply turning the item off for a few minutes, then back on may clear the fault and is worth doing before contacting us.

If we are unable to clear the fault remotely, either by you completing any actions we request, or by us logging in remotely, you may request one of our engineers visit your site to diagnose, and hopefully clear, the fault. If the fault was as a result of any faulty equipment that we own, then there will be no charge for the visit. If however the fault is due to any equipment owned by the customer and/or not explicitly covered by a service agreement, we will charge our standard engineering visit fee (see below). If the fault is due to any circumstances beyond our reasonable control then we will charge our standard engineering visit fee. For illustration here are some typical examples of faults we would charge for:

  • Customer attaches their own piece of equipment to their local network which degrades or stops the network from working correctly.
  • Cable chewed through by animals, or cable damaged by customer.
  • Accidental damage to equipment.
  • Interference or alteration of cabling / equipment installed by us.

This list is not exhaustive but gives an idea of what we would charge for. If you are unsure then please ask us before requesting an engineering visit.

Engineering Visits

If you request an engineer visit your premises to carry out work, we will charge for that visit, unless it is to fix a fault that we are responsible for (see “Remedial Work” section above). Our standard call out fee is £60 + VAT which includes the first hour on-site. Subsequent time, over the first hour, is charged at £40 + VAT per hour in 15 minute increment.

Our engineers are generally very busy and it may not always be possible to schedule a visit within your preferred timescale. We will always do our best to prioritise work that affects your business. If the reason for the visit is a standard servicing or installation request, then we prefer a minimum of two weeks notice. Unless you have a support contract with us, our aim is to have an engineer with you within one week for any faults or otherwise unscheduled issues you experience. If you need a more certain timescale, please speak to our sales team about setting up a support contract with a specific SLA (Service Level Agreement).