Terms & Conditions

Where to find information about us and our services

You can find everything you need to know about us; the AV Digital Solutions Limited a company registered in England and Wales under the company number 14676843 with the registered office at Companies House, Crown Way, Cardiff, CF14 3UZ, and our services on our website or from our sales staff before you place an order for our services. We also confirm the key information to you in writing before you order either through our enquiry form on our website or via email and this is confirmed to you via a confirmation email or verbally by our sales staff when you place an order for services by phone, and it is confirmed by us.

Should you have any questions about our terms or the services we provide, you may contact us by way of telephone, by enquiry form, by email or by post at our correspondence address: AV Digital Solutions, 315 Glastonbury Crescent, Walsall, WS3 2RP. We always
recommend that this is by way of first class or otherwise recorded delivery.

When you buy from us you are agreeing that:

You have the right to enter into this agreement as the owner or lawful occupier of the premises in which the request for services is made to us.
When entering into this agreement and requesting our services, you are confirming that you have the right to allow us to enter and alter the premises in which the services are requested be carried out. If you are contacting us on behalf of another person or will not be present when the services are carried out, you undertake that you recognise that your agreement is with us and as such, you will remain liable for any services carried out at your request.
We cannot always accept requests for services.
When you make an enquiry to request a service from us either via telephone or online, we cannot always accept the request. We reserve the right the reject or decline requests for services due to supply shortages within your area, lack of availability of Representative’s or other reasons that are beyond our control. We will always make you aware as soon as possible if we are unable to carry out any requested services and for this benefit, you will not be charged.
We only provide a Free Quotation service for new installation works
Our free initial quotations (subject to clause 4 below) are only for services that are new installations rather than any repair or diagnostic services. All quotations issued by our Representatives are valid for 28 days unless if otherwise agreed by us in writing.
All free or initial quotations are estimations based on the limited information supplied by you
If you obtain a quotation from our agents via telephone, online chat, email, or a form on our website, these are subject to variation and change as we cannot assess the accuracy of the information supplied to us by you. We will always try to provide you with a fair and accurate provisional estimation however, if the details supplied by you are not comprehensive, correct or a full picture of the services needed we cannot be held liable for any variations in estimation’s given before one of our Representatives visits your premises. All quotations are valid for 28 days unless agreed by us in writing at our discretion.
Our Representatives will provide you with a free initial quotation for new installation works
When booking our free initial quote service (subject to clause 3) our Representatives will assess the service requested at the premises and provide you with a quote which will remain valid for 28 days. This may be varied as necessary before the commencement of any works.
Our bookings are sometimes delayed due to factors beyond our control
We will always endeavour to fulfil any time slots that we give to you, however this is not always possible due to 3rd party failures, shortages of staff or contractors or other factors beyond our reasonable control. We will always try to make you aware of any delays however, we cannot be held liable to you for any losses whatsoever if we make you aware of the delay as soon as possible and try to book in an alternative slot with you.
Sometimes our charges for services may change part-way through the service taking part
We are not always able to accurately assess the services required with our free assessment, this may be due to technical reasons that may not always be apparent at first sight or other factors that are beyond our reasonable control. We will always make you aware of any changes in price as soon as possible and give you the opportunity to pay for the work carried out so far should you not wish to continue with the new price basis.
All diagnostic (fault finding), investigation and servicing work on existing systems is subject to a minimum of a one-hour fixed labour charge.
This hourly charge will always be made clear to you before booking the service. We do not charge for traveling to your location; however, a minimum one-hour fixed charge is always charged to you regardless of whether it takes less than an hour to perform the service. After this first hour expires, the subsequent time shall be calculated on the same hourly basis. This is a labour charge and is not inclusive of any parts or materials that you may require, these will be quoted to you separately by our Representatives.
You must cancel your diagnostic (fault finding) service more than 24 hours in advance of the booking, or you will be liable to pay our minimum of one hour’s fixed labour charge
If you cancel any scheduled diagnostic or fault finding service less than 24 hours before it is scheduled to commence, this will not allow our Representatives to book an alternative service for the allocated time. You will therefore be liable to pay a minimum of one hour’s fixed labour charge if you do not give us more than 24 hours of prior notice before cancelling this nature of service.
Our charges are inclusive of (variable) reasonable expenses incurred by our Representatives in delivering our service
Our charges may be inclusive of reasonable charges incurred by our Representatives such as parking charges, congestion charges and other reasonable charges of this nature. This is usually only applicable for fixed price services or diagnostic services, and we will always make you reasonably aware ahead of time if these additional charges are applicable to your chosen service.
Our services are carried out with reasonable care and skill, but we cannot be held liable for factors beyond our control such as fluctuation reception in your area
We cannot guarantee the quality of reception in your area and received by our equipment or installation as reception quality is dependent on many factors out of our control. However, we will ensure that the reception is received is as good as local factors allow at the time of installation.
Upon completion of the services, you are liable to pay the charge
Upon your service being completed you will be liable for the charge of the service. You can pay our Representatives by way of credit card, debit card or cash. If our representatives are waiting at your premises for this payment, you will be charged in accordance with the appliable hourly fee for the time they spend waiting. We may, at our discretion offer an alternative payment arrangement however this will always be agreed in writing. If we do not confirm any variation in payment arrangements, it can always be assumed that payment is due upon completion of the applicable service to our Representatives.
We will “Price match” or beat any prices from competitors at our discretion and subject to our conditions
We will match a quotation in writing from a similar company delivering the same service at our discretion provided that: (a) The competitor quotation was issued to you by the third-party competitor no later than 28 days preceding the day it is sent to us to match or beat;
(b) The competitor quotation you give us is in writing and is legitimate;
(c) The competitor quotation is provided to us prior to us providing any services to you whatsoever;
(d) The competitor quotation that you present is an accurate reflection of the service you have requested us to provide to you; and
(e) The company from which you obtained the quotation is a Confederation of Aerial Industry’s Member.
If your parts, products, or materials need to be ordered specifically for you, we will take a minimum upfront deposit.
We will charge 50% of the value for any parts, products or materials that must be ordered, this is an up-front charge that must be paid prior to us ordering. Specialist parts ordered in this way are yours once you have made a full payment. You will remain liable for the remaining 50% fee as upon ordering these parts, you agree to pay the full amount payable as quoted by our Representative’s in exchange for the parts (they will remain to be in our possession until full payment has been made).
We reserve the right to uninstall and parts or goods that you do not pay for.
Goods such as parts only belong to you once you have made the full payment in respect to them. Therefore, any parts that are not fully paid by you will remain to be our property. If you refuse to make a full payment, it is our right to uninstall these goods providing we give you reasonable notice. You will also remain liable for the applicable hourly charge in relation to the time spent by our representatives in:
a) Time delivering the service before you are in breach of our agreement (inclusive of labour charges, parts charges, and goods charges as and when applicable); and
b) Time spent uninstalling the parts and in gaining payment or access to your premises.
If the applicable parts or goods cannot be reinstalled or if during the service or deinstallation there was any consumables used that cannot be reused, you will be liable for these additional costs also. You will also be held liable for our reasonable legal costs involved in retrieving these goods or parts (if applicable).
New installations carried out by our Representative’s come with a 12-month parts and labour warranty from us.
This is not applicable to parts not supplied by us as we cannot endorse the reliability of third-party products and our warranty remains to be discretionary if you do not follow the advice of the Representatives who may recommend parts different to your chosen parts or replacements of existing parts or equipment. This is also not applicable to any investigation, diagnostic or work to existing products that are not a part of the service completed by us. Our warranty is contingent on no third party’s working on the work we have carried out in the interim, in this case our warranty would not apply. We may offer additional or extra warranties on parts, materials, and products, but this is at our discretion and can only be fulfilled the day that the service is deemed to be completed. Our warranty does not cover any factors that can be considered beyond our control such as acts of God, fires, third-party caused damage, and weather-related damage. For the avoidance of doubt, this refers to our warranty only – you may be entitled to a parts warranty from the applicable manufacturer of the parts also.
We may offer an extended warranty on goods and installations at our discretion
Where possible to do we may offer on the day that services are completed the opportunity to purchase a warranty longer than 12 months for parts and labour. We are only able to do so on the day that services are completed and at our discretion based on the service provided and the parts installed. For the avoidance of doubt, this refers to our warranty only – you may be entitled to a parts warranty from the applicable manufacturer of the parts also.
We do not provide a warranty on labour carried out only
We will only provide our 12-month warranty on labour alone at our discretion, this will be noted on your invoice if applicable to the service we have carried out.
Our warranty does not cover the following:
(a) Reception quality and conditions changing which are outside the companies control which may be inclusive of but not limited to; local buildings being erected, trees, cranes maintenance of local transmitters, power cuts, lighting strikes/gales winds and all similar force majeure events;
(b) Movement or damage caused by winds in excess of 50mph;
(c) Interference caused by local radio hams, citizen band radio radar, electrical appliances or any other transmitting frequencies;
(d) Any repair, upgrades or alterations carried out by persons other than our Representatives;
(e) Retuning of receiving equipment due to alteration of channel frequencies; or
(f) Works carried out for the customer against our Representative’s best recommendations, for example, installation of an aerial not suitable for the reception area.
If you believe that our service has not been carried out with reasonable care and skill, you must give us the chance to investigate.
We would like everyone to have a great experience with us which is why we offer a 12-month labour and (selected) parts warranty on new installations. We are only able to fulfil this if you alert us in the first instance something goes wrong and permit us access to your premises to investigate this. We will then in a reasonable time frame amend the fault found if it is our fault. This warranty will not apply if it is found that there has been a third-party at the premises after our installation as we cannot reasonably deduct whether this is the fault of the third-party or of our Representative’s. Any call outs that are found to violate the above terms of the warranty or where a Representative comes to your premises to find no fault shall be chargeable at our usual hourly rates (with a minimum of one hours call out charge to be appliable should it be found that we are not at fault). If we are found not at fault, any subsequent charges for parts will also be passed on to you should you request us to conduct repair work for which we are not at fault or did not cause whilst conducting the initial service.
You must alert us in the first instance should you have a complaint regarding damage caused by our Representatives
You must contact us as soon as possible should you believe that any damage has been caused to your premises by our Representatives. Your complaint must have a written description with supporting photographic evidence and you must allow us to investigate in-person so that we are able to see the damage. We cannot be held liable when you have not given us the opportunity to investigate the nature of the complaint in person and instead, have enlisted 3rd parties as cannot in this situation, determine our liability towards you. We are only able to rectify any damage caused this if you alert us in the first instance something goes wrong and permit us access to your premises to investigate this. We will then in a reasonable time frame amend the fault found if it is our fault. This will not apply if it is found that there has been a third-party at the premises after our installation as we cannot reasonably deduct whether this is the fault of the third-party or of our Representative’s. Any call outs that are found to be no fault of our Representative’s shall be chargeable at our usual hourly rates (with a minimum of one hours call out charge to be appliable should it be found that we are not at fault).
Our services are currently not subject to VAT at the prevailing rate, and we are passing on the decreases in VAT.
Subject to the defined date VAT will be charged thereafter. Please contact our office staff for the detailed information. If the rate of VAT changes between your order date and the date we supply the service, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
We charge interest on late payments
If we’re unable to collect any payment you owe us, we charge interest on the overdue amount at the rate of 8% a year above the Bank of England base rate from time to time. This interest accrues daily from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
We’re not responsible for delays outside our control
If our supply of your service is delayed by an event outside our control, such as traffic delays or failures of third parties, we will contact you as soon as possible to let you know and do what we can to reduce the delay. If we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our customer services team to end the contract and receive a refund for any services you have paid for in advance, but not received, less reasonable costs we have already incurred.
Our responsibility for loss or damage suffered by you if you are a consumer.
We are responsible to you for foreseeable loss and damage caused by us.
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so.
This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services including the right to receive services which are: as described and match information we provided to you and supplied with reasonable skill and care and for defective services under the Consumer Protection Act 1987.
We are not liable for business losses.
If you are a consumer, we only supply the service for to you for domestic and private use. If you use the services for any commercial, business or re-sale purpose our liability to you will be limited as set out below.
Our responsibility for loss or damage suffered by you if you are a business
Nothing in these terms shall limit or exclude our liability for:
death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);•
• fraud or fraudulent misrepresentation;
• breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982; and
• any matter in respect of which it would be unlawful for us to exclude or restrict liability.
Except to the extent expressly stated in these terms and conditions, all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.
We shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and
Our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total sums paid by you for services under such contract.
Your legal right to change your mind.
For most of our services bought online, over the telephone or on your doorstep, you have 14 days after the date we confirm your order to change your mind about a purchase, but:
• You lose the right to cancel any service, when it’s been completed (and you must pay for any services provided up the time you cancel).
• You cannot cancel a same day or urgent service as our Representative’s would have made arrangements to travel to your premises, all cancelations made on this basis shall be subject to our Booking Fee.
How to let us know you’d like to cancel and what happens next.
If you change your mind (providing that you give us at least 24 hours of prior notice for any booked service) contact our Customer Services Team, fill in the online form or print-out our cancellation form and post it to us at AV Digital Solutions Limited, 315 Glastonbury Crescent, Walsall, WS3 2RP. We will refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. We refund you by the method you used for payment. We don’t charge a fee for the refund.
You have rights if there is something wrong with your service.
If you think there is something wrong with your service, you must contact our Customer Services Team. Our Representative’s will take photographic evidence of the services carried out, when possible, if you feel that you did not receive a sufficient service from us, please contact us with photographic evidence and the nature of your complaint in reasonable detail. We will then investigate your complaint and try to rectify the situation, if, upon investigation it’s found that our services are carried with the due care and skill, you will be liable for our charges in accordance with our hourly rate. Please see rates for the possible charges. Remember too that you have several options to resolve issues with us.
Summary of your key legal rights
If your product is services, for example the installation of an Aerial, the Consumer Rights Act 2015 says:
• You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill or get some money back if we can’t fix it.
.If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable.
• If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.
We can always change a service we provide.
This may be in order to:
• to reflect changes in relevant laws and regulatory requirements; and
• to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don’t affect your use of the service.
We can suspend a supply of services (and you have rights if we do).
We may do this to:
(a) deal with technical problems or make minor technical changes;(
b) update the service to reflect changes in relevant laws and regulatory requirements; or
(c) make changes to the service.
We can withdraw services if:
We can stop providing a service. We let you know as soon as possible, and we will refund any sums you’ve paid in advance for services which won’t be provided.
We can end our contract with you if:
We can end our contract with you for a service and claim any compensation due to us if:
(a) you don’t make any payment to us when it’s due and you still don’t make payment within 7 days of our reminding you that payment is due;
(b) you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the service, for example, your correct contact number, email address or premises address.
We don’t compensate you for all losses caused by us or our services
We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
(a) Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).(
b) Caused by a delaying event outside our control. If we have taken the steps set out in the section, we’re not responsible for delays outside our control.(
c) Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
(d) A business loss. It relates to your use of a product for the purposes of your trade, business, craft, or profession.
We use your personal data as set out in our Privacy Policy
How we use any personal data you give us is set out in our Privacy Policy.
Our Complaints policy
Our Customer Care Team will do their best to resolve any problems you may get in contact with us by way of our contact number, a form on our website, by email or by writing to our trading address (we recommend that this is always by way of recorded delivery or first class post) at AV Digital Solutions Limited, 315 Glastonbury Crescent, Walsall, WS3 2RP
You must include your full name, your address and the nature of your complaint with reasonable supporting evidence. We will endeavour to get back to you within 14 working days of any complaint submitted.
These terms are governed by the Courts of England
These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland, or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms apply to our contract.
We can transfer our contract with you, so that a different organisation is responsible for supplying your service
We’ll contact you to let you know if we plan to do this. If you’re unhappy with the transfer you can contact our Customer Care Team to end the contract within 7 days of us telling you about it and we will refund you any payments you’ve made in advance for services not provided.
Nobody else has any rights under this contract
This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply
If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later
We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
The terms you accept in using our website:
Products may vary slightly from their pictures on our website
The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products.
You must respect our intellectual property rights when using our website
We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You cannot not rely on the information on this site
The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action based on the content on our site. We make no representations, warranties, or guarantees, whether express or implied, that the content on our site is accurate, complete, or up to date.
We are not responsible for any third-party websites we link to
Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them. We have no control over the contents of those sites or resources.