T & C's

1. We generally work 9 am – 5 pm. Mon-Fri
2. Out-of-hours appointments are available and may attract a premium depending on time & distance.
3. Phone Calls, if we are with a client, please leave a message, we never answer the phone when with a client. I hope you’ll appreciate this policy.

1. Where a ‘per man day’ rate is offered, this is for 8 hours of work. This could be 2 engineers working for 4 hours, or perhaps 4 man days, so 2 engineers for 2 days, etc. We will clarify with you directly.
2. Our rates are distance based, we have domestic and business local rates and adapt these for clients further afield where travel time is fairly accommodated. Generally, we allow 30 minutes of total travel time, subject to a minimum charge. Please ask, we aim to be fair.
3. For clients further than 30 minutes of travel time away, the minimum chargeable time on-site is 2 hours.
4. Local constitutes the general area of Clevedon, Tickenham, Portishead and Nailsea.
5. We will perform our service to the best of our ability at a time and location to be agreed between us. Sometimes appointments take longer than expected and we will spend more time with a client. We reserve the right to change your appointment time for any reason. We will notify you in advance if possible, but in any case, as soon as we can, inform you of a delay.

1. Whilst we take every care whilst repairing equipment, due to the bonding processes used by manufacturers, screens and plastic parts may not fit back together exactly as new. We can’t control this and cannot be held liable for this. We do our best to minimise this risk.
2. In the course of a repair, screen glass may crack due to released stress within the parts at no fault of our engineers. Screens are often glued and heat must be used to loosen the glue. We take every care and cannot be held responsible for glass damage or consequential loss.
3. If a display screen has imperfections or chips & nicks, the removal process may release stresses and cracks may appear. We take every care and cannot be held responsible for glass damage or consequential loss.
4. Data Loss, Quick Call Dave Ltd strongly advises all clients to back up their data themselves. Through no fault of anyone's, a solid-state drive or hard drive can fail and data loss occur. We will not back up your data unless you ask us to. This is your responsibility.
5. Data Backup, Subject to clause 11, if you ask us to back up your data, we shall do so. We will charge for our labour and any storage device we have to use to contain your backup.
6. Screen Coatings, some displays have visible coatings that wear over time. We always clean displays after a repair with a water-based solution to remove finger mark residue - this clean polished glass can on occasion make screen coating wear appear more visible. This is not a fault with our repair, and in most cases, the screen manufacturer does not consider this effect as a fault. It does not affect the usage of the product.
7. The visibility of any repair, witness marks or slight abrasions to screen plastics, aluminium surrounds etc cannot be avoided in all cases due to the manufacturing process – some units are manufactured not to be dismantled, and these marks will be minimised through skill and care, but some cannot be avoided.
8. If a part cracks on disassembly, under section (1) or (2), parts used to repair may be from reclaimed assemblies and in a Grade-A condition.
9. If a part cracks on disassembly, under section (1) or (2), we will contact you immediately to discuss cost implications.
10. Grade-A means that although used, this part is in excellent condition for its age and if there are any cosmetic blemishes, they will be very minor. Any blemishes outside of the display area will be minor. Any blemishes inside the display area will not be generally obvious when the display is in use, and will not impede fair usage of the display.
11. Business Warranty, Business 2 Business transactions are not governed by Consumer legislation.
12. Warranty Parts, Parts used in repairs typically have a 90-day warranty. If your invoice does not specify a warranty then 90 days is the default parts warranty.
13. Warranty Labour, Labour on repairs is warranted for 90 days in all cases.
14. Self-diagnosis, some of our clients self-diagnose a fault, and some clients purchase their parts and ask us to fit them. We will follow your instructions. Labour is payable in all the cases below, regardless of the outcome. However, we only warrant our labour and cannot be held liable for:
    1. other pre-existing faults
    2. the parts supplied by the client are faulty
    3. no fault is found, the client's diagnosis was wrong
15. Good faith, All items are received for repair in good faith. Periodically we have received equipment for repair in our workshop where the client knew other faults existed or had attempted to self-repair and had shorted a logic board or similar. We take photos of all work, before and after and our workshop is fitted with CCTV in the interests of fairness and oversight.
16. Submitting a Unit to QCD for repair or upgrade constitutes your acceptance of these terms and conditions.
17. None of these terms absolves us from fulfilling our obligation to complete all repairs professionally.
18. Abandonment, any device not collected or organised by you for return, within 90 days of completion is deemed to have been abandoned and may be disposed of as QCD feels appropriate and you shall forfeit such rights, ownership and claims to the equipment and its value voided.
19. Liability, please section on 'Consequential Loss'
20. Triage fee will applied to all repairs which is a minimum of £64 inc vat (unless otherwise agreed)

1. Domain Name Renewal, If a domain is not required, it is your responsibility to cancel the registration in sufficient time before invoicing. Once Nominet receives the renewal notice, generally on the date of our invoice, it is impossible to cancel the registration renewal and any invoice created will need to be paid.We suggest you give 28 days' notice to cancel before the renewal date.
2. Special Orders, Equipment ordered specifically against a client request, computers built to an agreed client specification or other special orders items - are non-refundable once a part order has been dispatched to us by our supplier and their costs will be invoiced and be due.
3. Appointment Cancellation Within 24 hours, We are generally fully booked on any day, efficiently routing our day's travel between client locations. A late cancellation generally leaves us sitting in our vehicle for the duration of your cancelled appointment and we lose money as a result. If you have booked an appointment, late cancellation charges will be applied. 

   The charge is the full rate for the time booked.

4. Missed Appointments, If you are a no-show or not available for an agreed appointment, the time allocated to you will be invoiced.
5. Parts ordered against an accepted estimate may incur a restocking fee of 10% – only if they can be returned to the supplier. If parts cannot be returned, the items will need to be paid for unless they can be easily sold to another client at Quick Call Dave Ltd’s discretion in which case the loss in value received by us may be charged to you.

1. All charges are +vat unless stated otherwise
2. We accept credit and debit cards
3. Business clients are invoiced net 30 days
4. Domestic clients are invoiced on completion and payment is due immediately unless an alternative arrangement is in place
5. You have 30 days from the date of an invoice to check that no errors have been made AND let us know in writing. No refunds or credits can be made after this time.
6. Parts remain the property of Quick Call Dave Ltd until fully paid
7. Where you the customer are a Business and you are purchasing services, hardware or software of any kind, you acknowledge that you are buying goods or services only for business purposes. As a business customer, purchases you make from us will not benefit from the statutory protection available to consumers under the Consumer Rights Act 2015 and related legislation.

1. All contractual agreements and disputes will be under the jurisdiction of the courts of England & Wales
2. Liability, our maximum liability to you shall be limited to the cost of the services provided or product(s) purchased.
3. Terms and conditions may change from time to time.

1. Where we develop software for you, through skill and training we minimize bugs and errors, but they do happen from time to time. We endeavour to rectify once discovered as soon as practically possible to minimise the effects, you agree that we cannot be held liable for consequential loss, howsoever caused.
2. Intellectual Property (IP), where Quick Call Dave Ltd develop and write software for clients, Quick Call Dave Ltd retain all IP and Copyright of the software developed unless explicitly included in the costs agreed.
3. Where Quick Call Dave Ltd extend software already in use by the client business, and the IP is owned by the client:
any bug fixes, or remediation of existing features to fix or extend is retained by the client on payment of agreed costs.
4. Substantially altering software’s function and features, any IP introduced by Quick Call Dave Ltd is retained by Quick Call Dave Ltd unless explicitly agreed otherwise.

All phone calls are recorded for quality control.

Recordings are securely stored and erased on a regular cycle and only Dave has access to them (no staff members).

Dave is the company data controller and can be contacted using the contact form at the foot of our home page.

Under GDPR we require a lawful reason to record calls:

Clients often wonder how Dave, who is Dyslexic can run a successful IT Support company. Tech is not a problem for Dave, he is completely immersed in it - dyslexic individuals often have a strength which is way out there compared to a non-dyslexic person. However, that strength is often balanced with the difficulty to carry out everyday tasks, that are memory-related. Remembering to call someone, the details of a conversation, ordering a part on time - this is really tricky. It is through leveraging technology to overcome these relative difficulties, such as using shared calendars, spell checkers, a ticket system to log written communications, tickets having reminders and notifications, recording calls etc - all of these tools, used together, ensure that work is completed on time and to the specification and costs agreed.

We frequently have long discussions with clients regarding the costs for items of equipment, labour charges and deadlines. Verbal agreement of charges etc. Recording calls allows Dave to replay a conversation and make notes of what was agreed for the avoid of a needless misunderstanding and ensure we deliver what was agreed at the price agreed.

Clients often remark that Dave is OCD - not QCD! The OCD traits stem from Dave's fear of forgetting things and refusing to allow Dyslexia to hold him back, the OCD level of attention to note-taking, tickets and scheduling - overcoming his relative difficulties.

We believe that, on balance, reviews left for QCD online by clients, validate the lawful processes we use to solve our client's problems.

Thank you for your understanding.

QCD works with various suppliers, reselling these services to clients of QCD. These services are hosted in the 'cloud' and QCD is unable to provide an SLA that it cannot have any control over.

From time to time, a service might become unavailable. QCD cannot be held accountable or financially responsible for a supplier outage, and clients accept that QCD is not liable for any consequential losses that may result from an outage beyond the control of QCD. Purchasing 'cloud' based services through QCD constitutes a client's acceptance of these reasonable terms.

QCD will, however, once notified of an outage, determine within a reasonable time the cause of the outage and report this to a client. It may be that the client hardware is faulty (physical or general configuration), and in this case, QCD will attempt to remedy such issues if reasonably possible subject to any SLA agreed between QCD and the client. Any QCD response will be billable unless specifically included in any support contract.

Typically, Microsoft, 3CX and other suppliers offer a 99.9% uptime based on criteria supplied by each company.

Microsoft SLA: Visit Microsoft website to view their SLA

3CX SLA: Visit 3CX website to view their SLA

3CX Support SLA: Ticket Submission, 48 hours

Some clients would prefer to budget for annual support costs but prefer not to pay for a full support contract. A 'retainer' may be the answer.

A 'retainer' is quite simply a best estimate agreed by both parties, of the number of hours support a client agrees to pay monthly. Some months a client may require more support, and other months they may require less. Neither QCD nor the client will alter the agreement mid-term, typically the 'retainer' is reviewed annually or 6 months as agreed between both parties.

Generally a 'retainer' does not include special project work. An example of this would be that the client purchased some new equipment not anticipated and needed it configured, this would likely not be included in a 'retainer' unless this was specifically included by agreement.

Typically our Service Level Agreement for Tickets would be on a best endeavour basis. For stricter SLA a service contract would be required.

The retainer mechanism is intended to be fair and reasonable to both parties.

Contact us and ask for details.

Neither Quick Call Dave Ltd nor its clients shall be liable to the other for any indirect or consequential loss (including but not limited to loss of goodwill, loss of business, loss of data, loss of connectivity, loss of anticipated profits or savings and all other pure economic loss) arising out of or in connection with any agreement. The maximum extent of any damages will be the cost of the goods or services provided in a particular package of work.

QCD Limited Terms of Service for 3CX Bundle Products

These Terms of Service are set out by QCD to cover Bundle Products (products with inclusive minutes) provided by QCD.

These are in addition to our Terms and Conditions.

1. Calls to numbers beginning with 01, 02 & 03 and the mobile carriers, Vodafone, EE, 3, and O2 (Telefonica) covered by charge codes fm1, fm2, fm3, fm4, fm5 and fm6 are included in the Bundle tariff for calls delivered in the United Kingdom. Calls to redirect services, Wi-Fi services (fw charge codes), Channel Islands and the Isle of Man are not included in any bundled minutes. Inclusive calls will not be charged where the customer adheres to these terms.
2. The ratio of outbound to inbound calls does not exceed 75% of outbound calls to the total calls made and received on a customer’s bundle account.
3. Call centres, automated dialer traffic, or other methods of automatic dialling are not permitted on Bundle Products.
4. Any company found to be breaking the 25/75% rule, operating a call centre or dialler equipment will be informed within 14 days of the end of the month that they will need to adhere to these terms. If no improvement to the calling ratio is made or the failure to cease operating a call centre or dialler equipment within 14 days of the breach being reported the customer will be moved to our standard hosted or SIP trunk product with calls charged at the channel partner agreed rates.
   1. Exceptions will apply:
      1. Awaiting number porting.
      2. The customer has been using the service for less than 4 weeks (to enable us to run a report).
      3. Calls per channel are very low.

5. We ask you to stick to the spirit of the scheme which is to provide non-heavy-use customers with inclusive minutes to specified destinations. The Fair Usage Policy is applied so that Users who carry out normal inbound/outbound calling activity, based upon our average statistical analysis, will not be charged for any UK National (01,02,03) or UK Mainland Mobile (EE, Vodafone, O2, Three) minutes. QCD reserves the right to switch customers with excessive call volume or unusual calling patterns to a more appropriate tariff at any time. The customer will have the option to cancel the service at no cost if switching to a new tariff is not acceptable.
6. QCD reserve the right at their discretion to allow the service to continue outside the items in section 4 and the right to terminate or move the service to standard hosted or SIP trunks if the service is deemed to be being abused.

Charge Codes Included

UK GEOGRAPHIC

UK WIDE

UK MOBILE EE

UK MOBILE H3G

UK MOBILE O2

UK MOBILE ORANGE

UK MOBILE VODAFONE

UK MOBILE VODAFONE (CW)

Many of the modern smart systems have cloud-based controllers. The Remote Monitoring and Maintenance (RMM) tools we use to manage domestic and business computers are connected to cloud controllers. These cloud controllers are essential to us being able to provide quality service to our clients.

The information gathered on these controllers is governed by strict GDPR guidance and we control who can access such data at all times.

Typically information collated provides information to us on how a device performs, relays any error conditions, or handles feature updates in an automated manner.

Allowing us to install an RMM or a cloud-based system such as a Ubiquiti wifi system, you explicitly permit us to connect your system to our controllers to provide you with a service.

Please see our Privacy Policy separately.