Terms of Service

QCD TERMS AND CONDITIONS

Last updated: 13 September 2026
Version: 1.0

1. About QCD

These terms and conditions apply to the website and to products and services supplied by Quick Call Dave Limited, trading as QCD, referred to as “QCD”, “we”, “us” or “our”.

Our customer or website visitor is referred to as “you” or “the Customer”.

Our contact details are:

Registered company name: Quick Call Dave Limited
Trading name: QCD / Quick Call Dave
Company number: 07531812
Registered office: Edinburgh House, 1-5 Bellevue Road, Clevedon, North Somerset, BS21 7NP
VAT number: GB168521396
Email: [email protected]
Telephone: 01275 541893
Website: https://quickcalldave.com

2. Application of these terms

These terms apply to:

use of the QCD website;

ad-hoc IT support;

remote and on-site technical services;

managed and retained support services;

equipment assessment, supply, installation and repair;

software development and configuration;

broadband and connectivity services;

VoIP and telephony services;

hosted, cloud and software services;

domain-name registration and renewal;

Microsoft 365, Microsoft Azure and other third-party licensing; and

any other product or service identified in a quotation, proposal, order, statement of work or invoice.

A quotation, proposal, order form, service schedule, statement of work or separately signed agreement may contain additional terms.

If there is a conflict, the following order of precedence applies:

a signed agreement or statement of work;

the applicable service schedule or order form;

an accepted quotation or proposal; and

these terms and conditions.

Nothing in these terms affects rights that cannot lawfully be excluded.

3. Business Customers and Consumers

A Business Customer is a person or organisation purchasing products or services wholly or mainly for purposes connected with a trade, business, craft or profession.

A Consumer is an individual purchasing products or services wholly or mainly for purposes outside a trade, business, craft or profession.

Some provisions of these terms apply differently to Business Customers and Consumers. Where this is the case, the relevant section will say so.

A Customer purchasing wholly or mainly for business purposes acknowledges that statutory protections applying exclusively to Consumers will not apply to that purchase.

Consumer statutory rights remain unaffected.

PART A: WEBSITE TERMS

4. Acceptance of the website terms

By accessing or using the QCD website, you agree to comply with the website provisions in these terms and with applicable laws and regulations.

If you do not agree to these provisions, you should not use the website.

Use of the website does not by itself create a contract for QCD to provide IT support, equipment or any other service. A contract for products or services is formed only in accordance with section 10.

5. Intellectual property in the website

Unless otherwise stated, the information, design, text, graphics, branding, documents, downloads and other materials on the QCD website are owned by or licensed to QCD.

These materials are protected by applicable copyright, trade mark and other intellectual-property laws.

You may temporarily view or download one copy of website materials for personal or internal business reference.

This permission is a limited licence and does not transfer ownership.

You must not, without QCD’s prior written permission:

reproduce or modify substantial parts of the website;

use website materials for resale or commercial republication;

remove copyright or proprietary notices;

attempt to decompile or reverse-engineer website software, except where the law expressly permits this;

transfer website materials to another person for republication;

mirror substantial parts of the website on another server; or

imply that QCD endorses another product, business or service.

This licence terminates automatically if these restrictions are breached.

6. Website information

QCD takes reasonable care when preparing website content, but website information is provided for general information only.

The website may contain technical, typographical, pricing or photographic errors.

Unless expressly stated otherwise, website content:

is not a quotation;

is not professional advice for a particular Customer;

does not guarantee that a product or service is available;

may not reflect the latest manufacturer or supplier information; and

should not be relied upon as a substitute for a specific assessment or written recommendation.

QCD may correct, update, remove or change website content when reasonably required.

7. Availability and security of the website

QCD does not guarantee that the website will always be available, uninterrupted, secure or free from errors.

QCD may suspend or restrict access for maintenance, security, operational or technical reasons.

You must not:

attempt to gain unauthorised access to the website or its supporting systems;

introduce malware or other harmful code;

attempt to disrupt the website;

use automated tools in a manner that places an unreasonable load on the website; or

use the website for an unlawful or fraudulent purpose.

8. External links

The website may contain links to external websites or services.

A link does not necessarily mean that QCD endorses the external website, its operator or its content.

QCD does not control external websites and is not responsible for their content, security, privacy practices or availability.

Use of an external website is subject to that website’s own terms and policies.

9. Website liability

Nothing in this section excludes liability that cannot lawfully be excluded.

QCD will not be responsible for loss caused solely by reliance upon general website information where the Customer should reasonably have obtained a specific assessment, quotation or contractual commitment.

The limitations applying to services and products are set out in sections 49 and 50.

PART B: ORDERS AND SERVICE DELIVERY

10. Quotations, orders and contract formation

Unless a quotation states otherwise:

it remains valid for 30 days;

Business Customer prices exclude VAT;

Consumer prices include VAT where legally required;

prices and availability may change before the order is accepted;

hardware and licensing prices may be affected by supplier or exchange-rate changes;

delivery and completion dates are estimates; and

work is not confirmed until QCD accepts the order.

A contract may be formed when QCD:

accepts a signed agreement or order form;

accepts written or electronic approval of a quotation;

accepts a purchase order;

receives an agreed deposit or advance payment; or

begins work following an authorised instruction.

QCD may correct an obvious typographical, calculation or pricing error before fulfilling the affected order.

11. Authority to instruct QCD

The person placing an order or requesting work confirms that they have authority to act for the Customer.

QCD may rely upon instructions from:

the Customer;

a director, partner or proprietor;

an authorised employee;

a nominated technical or administrative contact; or

another person whom QCD reasonably believes is authorised.

The Customer must tell QCD promptly if an authorised person leaves or their authority changes.

QCD may request written confirmation before undertaking material, unusual or high-risk work.

12. Hours of operation

QCD’s normal working hours are 9.00 am to 5.00 pm, Monday to Friday, excluding public holidays in England.

Appointments outside normal working hours may be available by prior agreement and may attract an additional charge. The charge may take account of time, required resources, travel and distance.

When QCD personnel are working with a Customer, they will normally give that Customer their full attention and may be unable to answer incoming calls.

Callers should leave a voicemail or submit a request using an approved support channel.

Unless an applicable support agreement expressly states otherwise, QCD does not provide a continuous or guaranteed telephone-answering or out-of-hours service.

13. Appointments and delays

QCD will use reasonable efforts to attend at the agreed time.

Earlier work, traffic, technical incidents, emergencies or circumstances outside QCD’s reasonable control may cause delay.

If QCD needs to delay or rearrange an appointment, QCD will:

provide as much notice as reasonably practicable;

notify the Customer as soon as reasonably possible; and

seek to agree a suitable replacement appointment.

An appointment time is not guaranteed unless this is expressly stated in writing.

14. Support requests

Support requests should be made through an approved QCD support channel, which may include:

the QCD support portal;

an authorised support email address;

telephone;

an approved remote monitoring or support agent; or

another method specified in the applicable agreement.

The Customer should provide sufficient information about:

the affected user, equipment or service;

the nature of the problem;

the business impact;

relevant error messages;

recent changes; and

any required deadline.

A request sent to an individual employee’s personal email address, mobile telephone or messaging account may not be treated as formally received.

15. Time accounting

Unless QCD agrees a fixed charge or inclusive support allowance, work is charged according to time reasonably spent providing the service.

Chargeable work may include:

diagnosis and investigation;

remote and on-site work;

configuration and installation;

testing;

research reasonably required to address the issue;

communication and documentation;

procurement and supplier liaison;

travel where applicable; and

work undertaken before or after an on-site visit.

A problem does not have to be successfully resolved for reasonable diagnostic and investigative time to be chargeable.

Time estimates are given in good faith but are not fixed prices unless expressly identified as such in writing.

If additional faults or requirements are discovered, QCD may pause the work and request approval for additional expenditure.

16. Person-day rates

Where QCD quotes a per person-day or per engineer-day rate, one person-day means eight hours of chargeable work.

Resources may be allocated in different combinations. For example:

one engineer for eight hours;

two engineers for four hours each; or

two engineers for two days, representing four person-days.

QCD will explain the anticipated allocation where multiple personnel or days are proposed.

17. Travel and minimum charges

QCD may apply different rates according to the type of Customer, location and travel required.

Local rates ordinarily apply within the general area of:

Clevedon;

Tickenham;

Portishead; and

Nailsea.

Unless otherwise stated:

up to 30 minutes of total travel time may be included, subject to the applicable minimum charge;

additional travel time may be chargeable;

reasonable travel expenses may be charged; and

for locations more than approximately 30 minutes’ travel from QCD, the minimum chargeable on-site attendance is two hours.

QCD will explain the applicable charging basis on request and aims to apply travel charges fairly and proportionately.

18. Customer responsibilities

The Customer must:

provide accurate and complete information;

provide safe and timely access to premises, systems and equipment;

provide credentials or authorisation reasonably required for the work;

nominate appropriate authorised contacts;

maintain appropriate backups unless managed backup is expressly included;

keep recovery keys, licence information and authentication details secure;

ensure that systems and services are used lawfully;

follow reasonable security and technical recommendations;

notify QCD of changes that may affect the service;

obtain required permissions from employees, users, landlords or third parties; and

provide a reasonably safe working environment.

QCD is not responsible for delay or additional cost caused by incomplete information, unavailable access, unsafe conditions, unsupported systems or the Customer’s failure to meet these responsibilities.

19. Scope and changes

A quotation or statement of work covers only its stated scope.

A change requested after acceptance may affect:

price;

timescale;

resource requirements;

licensing;

supplier costs; and

technical risk.

QCD may require a revised quotation or written change request before proceeding.

Where proportionate emergency action is reasonably required to protect systems, data or users, QCD may undertake that work where authorised by an appropriate Customer representative.

Emergency work is chargeable unless expressly included in the applicable agreement.

PART C: EQUIPMENT, REPAIRS AND DATA

20. Equipment assessment and triage

Equipment submitted to QCD may be subject to an assessment or triage charge.

Unless otherwise agreed:

the minimum Consumer triage charge is £65 +VAT; and

the minimum Business Customer triage charge £85 +VAT

The charge covers initial inspection, handling and reasonable diagnostic work.

It remains payable where:

no fault is found;

the fault is intermittent;

the equipment is beyond economic repair;

the proposed repair is declined;

the Customer’s diagnosis is incorrect; or

the required part is unavailable.

If the charge is to be credited towards an approved repair, this will be stated in the estimate or confirmed separately.

An estimate is based on faults and conditions reasonably apparent at the time. Additional faults discovered during dismantling or testing may require a revised estimate.

21. Physical risks during repair

QCD will exercise reasonable care and skill when inspecting, dismantling and repairing equipment.

Some manufacturers use adhesives, bonded glass, coatings, clips and construction methods that make equipment difficult to dismantle without cosmetic disturbance or risk.

Even where reasonable care and skill are exercised:

screens or plastic components may not refit with exactly the same factory finish;

existing chips, scratches, dents or imperfections may become more visible;

existing stress in glass or plastic may be released during dismantling;

heat may be required to soften manufacturer-applied adhesive;

slight witness marks or abrasions may occur around opening points; and

wear in an existing screen coating may become more noticeable after cleaning.

QCD will take reasonable precautions to minimise these effects.

QCD is not responsible for unavoidable deterioration caused by an existing defect, latent stress, previous damage, an earlier repair, ageing adhesive or a design not reasonably intended for repair, provided QCD exercised reasonable care and skill.

Nothing in this section excludes liability for damage caused by QCD’s failure to exercise reasonable care and skill.

If a component is damaged during disassembly, QCD will notify the Customer promptly and explain any likely cost implications before proceeding, where reasonably practicable.

22. Reclaimed and Grade A parts

With the Customer’s agreement, QCD may use a reclaimed or refurbished part where:

a new part is unavailable;

a new part would make the repair uneconomic;

a manufacturer supplies refurbished warranty parts; or

a reclaimed part represents a reasonable repair option.

A Grade A reclaimed part is a previously used part in excellent condition for its age.

Minor cosmetic blemishes may be present. A blemish within a display area should not normally be conspicuous during ordinary use or materially impede use of the display.

QCD will identify reclaimed or refurbished parts on the quotation or invoice where reasonably practicable.

23. Customer-supplied parts and self-diagnosis

Where the Customer diagnoses a fault or supplies a replacement part, QCD may perform the requested work on an instructed-work basis.

Labour and diagnostic charges remain payable regardless of the result.

Unless caused by QCD’s failure to exercise reasonable care and skill, QCD is not responsible where:

the Customer’s diagnosis is incorrect;

a supplied part is faulty, incompatible or unsuitable;

no fault is found;

an unrelated pre-existing fault prevents the requested repair;

a supplied part causes an additional fault; or

the equipment cannot be tested fully because information, credentials or components are unavailable.

QCD warrants its own workmanship but does not provide a warranty for a Customer-supplied component.

24. Existing faults and repair records

The Customer must disclose known:

faults and intermittent symptoms;

liquid exposure;

accidental damage;

previous repair attempts;

missing components;

electrical damage; and

any other matter affecting the safety or feasibility of the work.

QCD may photograph equipment before, during and after repair for condition recording, diagnosis, quality control and dispute resolution.

QCD’s workshop may use CCTV for security, safety and protection of customers, personnel and property.

Photographs and CCTV will be handled in accordance with QCD’s Privacy Policy and applicable data-protection requirements.

Submitting equipment after having a reasonable opportunity to read these terms constitutes acceptance of the repair provisions.

25. Data and backup before repair

The Customer is responsible for maintaining a current and recoverable backup of important data before providing equipment to QCD.

Storage devices can fail without warning. Diagnosis, dismantling, malware remediation, operating-system work, firmware changes and recovery attempts may expose an existing weakness or make data inaccessible.

QCD will not make a backup automatically unless backup is expressly included in the agreed work.

If the Customer asks QCD to create a backup:

the work is chargeable;

storage media or cloud capacity may be charged separately;

the Customer must identify the data to be protected;

QCD does not guarantee that every file will be readable or recoverable; and

backup may be impossible where equipment is already faulty, encrypted, inaccessible or unstable.

QCD is not responsible for loss resulting from a failure to maintain an appropriate backup, except to the extent that QCD caused the loss by failing to exercise reasonable care and skill or where liability cannot lawfully be excluded.

26. Repair warranties

Unless a quotation or invoice states otherwise:

parts supplied by QCD for a repair carry a 90-day warranty;

QCD repair labour carries a 90-day warranty; and

the warranty begins when the repair is completed.

A warranty covers only the replacement part or repair work identified on the invoice.

It does not cover:

a different or unrelated fault;

accidental or liquid damage;

misuse;

malware;

external electrical damage;

unauthorised modification;

normal wear and tear;

a Customer-supplied part; or

a pre-existing issue outside the repair scope.

Where a supplier provides a longer transferable warranty, QCD will pass on the benefit where applicable.

Consumer statutory rights are not limited by this warranty.

27. Uncollected equipment

QCD will notify the Customer when equipment is ready for collection, return or disposal instructions.

The Customer must collect the equipment or organise its return within 90 days of notification.

If the Customer fails to do so, QCD may:

charge reasonable storage costs;

attempt to contact the Customer using the latest details held;

give written notice that the equipment may be sold, recycled or disposed of;

recover reasonable storage, delivery and disposal costs; and

take other steps permitted by law.

QCD will not treat ownership as automatically forfeited merely because 90 days have elapsed.

Before disposal, QCD will provide reasonable notice using the Customer’s latest known contact details, unless the equipment presents an immediate safety, environmental or security risk.

The Customer remains responsible for assessment, repair, storage, return and reasonable disposal charges.

28. Equipment supply and ownership

Ownership of equipment and parts supplied by QCD does not pass to the Customer until QCD has received payment in full for the relevant equipment and associated charges.

Risk in equipment ordinarily passes upon delivery, unless otherwise agreed or required by law.

Until ownership passes, a Business Customer must:

keep the equipment identifiable;

maintain it in reasonable condition;

insure it against loss or damage; and

not sell, dispose of or create a charge over it.

Product images and descriptions are illustrative. A manufacturer may make a reasonable specification change that does not materially reduce the product’s functionality.

PART D: CANCELLATION, PAYMENT AND RENEWALS

29. Appointment cancellations

QCD schedules appointments and travel routes in advance. Late cancellation may prevent the reserved time from being allocated to another Customer.

If an appointment is cancelled or postponed with less than 24 hours’ notice, QCD may charge an amount reasonably reflecting:

the time reserved;

work already undertaken;

travel already incurred;

non-refundable third-party costs; and

reasonably unavoidable loss.

For a Business Customer, this may be up to the full charge for the time booked where QCD could not reasonably reallocate it.

For a Consumer, the charge will be fair, proportionate and limited to the reasonable loss caused by the cancellation.

If the Customer is unavailable, does not attend or fails to provide agreed access, QCD may charge on the same basis.

No charge will be made for costs that QCD successfully avoids or for time that QCD reasonably reallocates.

30. Special orders and restocking

Products or services ordered specifically at the Customer’s request may not be cancellable once QCD has incurred a non-refundable commitment.

This may include:

custom-built computers;

equipment configured to an agreed specification;

specially ordered parts;

personalised products;

registered or activated software;

licences and subscriptions; and

products that a supplier will not accept for return.

Where a supplier accepts a return but imposes a restocking charge, QCD may pass on that charge. Unless otherwise stated, it may be up to 10 per cent of the relevant item price.

QCD will take reasonable steps to reduce its loss.

If an item can reasonably be resold, the Customer will be credited with the net value recovered after reasonable costs and loss in value.

Consumer statutory rights remain unaffected.

31. Consumer cancellation rights

A Consumer entering into a distance or off-premises contract may have a statutory right to cancel.

Where applicable, QCD will provide information about:

the cancellation period;

how to cancel;

any applicable model cancellation form;

the consequences of requesting an early start to the service; and

circumstances in which the right to cancel may cease.

If a Consumer expressly asks QCD to begin providing services during the statutory cancellation period and then cancels, the Consumer may be required to pay a proportionate amount for services supplied before cancellation.

Where a service has been fully performed following the Consumer’s express request and acknowledgement, the cancellation right may cease where permitted by law.

Nothing in these terms restricts applicable statutory cancellation rights.

32. General refund policy

Refunds and credits will be handled according to:

the agreed scope of work;

the products or services supplied;

work properly completed;

unavoidable third-party commitments;

any warranty applying to the work;

these cancellation provisions; and

applicable statutory rights.

A Customer requesting a refund should contact QCD promptly and provide the invoice number and reason for the request.

An unresolved technical issue does not automatically mean that all diagnostic or professional time is refundable.

Nothing in this section reduces a Consumer’s statutory remedies where products or services do not conform to the contract.

33. Charges, invoices and payment

Unless otherwise stated:

Business Customer prices exclude VAT;

Consumer prices include VAT where required;

QCD accepts approved credit and debit cards;

Business Customer invoices are normally payable within 30 days;

Consumer invoices are normally payable on completion; and

an alternative arrangement applies only where agreed.

The Customer should check invoices promptly and notify QCD in writing of an apparent error, normally within 30 days.

Failure to notify QCD within 30 days does not remove a statutory right or prevent correction of a demonstrable error.

The Customer must pay any undisputed portion by the due date.

QCD may require:

advance payment;

a deposit;

staged payments;

payment by Direct Debit;

a valid payment method; or

payment before ordering equipment or committing to a supplier service.

For Business Customers, overdue balances may bear interest from the due date until payment at 2.5 percentage points above the Bank of England base rate, calculated daily.

QCD may instead exercise applicable statutory rights relating to overdue commercial debts, but will not recover twice for the same interest or cost.

34. Suspension for non-payment

QCD may suspend further work, ordering, support or services where an undisputed invoice remains overdue.

Before suspending an operational service, QCD will provide any notice required by the applicable agreement or law.

QCD may act without advance notice where immediate action is reasonably necessary to prevent fraud, unlawful use or a material security risk.

Suspension does not:

cancel accrued charges;

end a minimum-term commitment;

cancel a third-party subscription; or

remove the Customer’s responsibility for committed costs.

35. Domain-name renewals

Domain names may renew automatically or become irrevocably committed under the registrar’s terms.

The Customer must notify QCD in writing if a domain is no longer required.

The Customer should provide at least 28 days’ notice before the stated renewal date.

Once QCD or the registrar has completed or irrevocably committed the renewal, the associated charge remains payable unless the registrar agrees to reverse or refund it.

QCD will provide reasonable information about renewal dates on request.

The Customer remains responsible for identifying domains it no longer requires and for responding to reasonable renewal communications.

QCD is not responsible for domain expiry or loss where the Customer has failed to pay, supply required registrant information or respond to renewal communications.

PART E: SUPPORT, CLOUD AND THIRD-PARTY SERVICES

36. Retainers

A retainer is an agreed budget based upon an estimated level of recurring support. It is not an unlimited support contract.

The applicable retainer arrangement should identify:

the recurring payment;

estimated or included support time;

included services;

excluded project and third-party costs;

treatment of unusually high or low usage;

whether unused time carries forward;

the review date; and

applicable notice or minimum-term provisions.

Retainers are normally reviewed annually or every six months, as agreed.

Unless specifically included, a retainer does not cover significant project work, such as:

major equipment installations;

office moves;

cloud migrations;

substantial security remediation;

replacement of multiple computers; or

work outside the agreed scope.

Support under a retainer is normally provided on a reasonable best-endeavours basis. A guaranteed response target applies only where it is expressly documented.

37. Service-level agreements

A service level or response target applies only where expressly included in a current written agreement.

Unless that agreement states otherwise:

response time means the time to acknowledge, triage or begin investigation, not resolution time;

targets apply only during the relevant support hours;

priority is determined using impact and urgency;

resolution times are targets rather than guarantees;

calculations may pause while QCD awaits Customer information, access, approval or third-party action;

planned maintenance and circumstances outside QCD’s reasonable control are excluded; and

a high-impact incident may take priority over less urgent work.

No informal statement creates or changes a service level.

38. Third-party cloud services and outages

QCD resells and administers services provided by third-party suppliers.

Availability may depend upon infrastructure, software, networks and suppliers outside QCD’s reasonable control.

Unless QCD expressly provides its own service-level commitment:

QCD does not guarantee uninterrupted availability;

supplier uptime figures are not guarantees made independently by QCD;

QCD is not responsible for the underlying supplier outage; and

QCD does not automatically provide compensation beyond a supplier credit that QCD receives and is entitled to pass on.

When QCD is notified of an outage, QCD will use reasonable efforts to:

distinguish a local issue from a supplier incident;

investigate systems within QCD’s agreed responsibility;

report an identified supplier incident;

provide reasonable updates when information is available; and

assist with local remediation where technically feasible.

Investigation and remediation are chargeable unless included in a support agreement.

Supplier service-level information should be read on the supplier’s current website or within its contractual terms.

39. Remote support and management access

The Customer authorises QCD to access relevant systems remotely when assistance is requested or remote administration is included in an agreement.

Remote support may involve:

viewing a screen;

changing configuration;

installing or removing software;

restarting equipment;

transferring diagnostic files; and

accessing system information required to investigate an issue.

QCD will use reasonable care and limit access to what is reasonably required.

The Customer should ensure users save their work and close unrelated confidential information before a remote session begins.

40. Remote monitoring and cloud controllers

QCD may use remote monitoring and management systems, security platforms, backup portals and hosted controllers.

These may include:

remote monitoring and management software;

endpoint security portals;

backup-management systems;

Microsoft cloud-management services;

telephony-management systems; and

Ubiquiti network controllers.

By instructing QCD to install, connect or manage a supported system, the Customer authorises QCD to connect that system to the relevant management platform for delivery of the agreed service.

Platforms may collect:

device identity and configuration;

operating-system and software status;

performance information;

alerts and error conditions;

update status;

security events;

network health; and

information reasonably required for support.

QCD will control administrative access and handle personal data in accordance with its Privacy Policy and applicable data-protection obligations.

The applicable agreement should identify responsibility for primary administrator accounts and management access following termination.

41. Licensing and third-party commitments

Products and services supplied or administered by QCD may be subject to supplier terms.

Examples include:

Microsoft 365;

Microsoft Azure;

backup and disaster-recovery services;

telephony;

broadband;

security services;

domain names;

cloud hosting; and

software subscriptions.

A service may have a separate:

minimum term;

annual commitment;

renewal date;

notice period;

quantity commitment;

usage charge;

price change; and

acceptable-use policy.

Termination of QCD support does not automatically terminate a third-party service.

The Customer remains responsible for charges until the applicable commitment ends.

Where QCD remains committed to a supplier, QCD may continue invoicing the Customer even if the Customer stops using the service.

The Customer must separately instruct QCD to cancel, reduce, transfer or port each service. Instructions remain subject to supplier deadlines and terms.

On reasonable request, QCD will provide available information about commitment end dates and notice requirements.

Supplier prices may change. QCD may pass through an applicable supplier price increase after providing reasonable notice where practicable.

42. Rolling Business Customer support agreements

Unless the applicable agreement states otherwise, a Business Customer IT Support Agreement operates for an initial 12-month term.

It automatically renews for a further 12-month term unless either party gives at least 30 days’ written notice before the renewal date.

If valid notice is not received before the deadline, the renewed term remains in effect until its next expiry date, subject to any separate termination right.

The initial term, renewal mechanism and notice deadline should also be displayed prominently in the relevant proposal, order form or support agreement.

Ending support does not automatically terminate separately contracted licensing, backup, cloud, connectivity or telephony services.

PART F: BROADBAND AND TELEPHONY

43. Broadband services

Broadband and connectivity services are supplied for the minimum term stated at the point of order.

Availability, speed and installation depend upon factors that may include:

location;

line condition;

network capacity;

network-operator activity;

site access; and

third-party infrastructure.

An estimated speed is not a guarantee of continuous performance unless expressly stated otherwise.

The Customer should not cancel an existing connection until QCD confirms that it is appropriate to do so.

QCD is not responsible for a loss of service caused by premature cancellation undertaken or instructed by the Customer.

44. Broadband early termination

If the Customer terminates during the minimum term, or QCD terminates because of the Customer’s material breach, the Customer must pay:

charges accrued to the termination date;

applicable supplier termination charges;

unrecovered installation or equipment costs;

committed recurring charges for the remaining minimum term, less costs QCD reasonably avoids; and

reasonable cessation, migration or recovery costs.

QCD will explain the basis of the charge on request.

No early termination charge applies where the Customer validly terminates because of QCD’s unremedied material breach.

Consumer statutory rights remain unaffected.

45. VoIP service dependencies

VoIP services depend upon power, internet connectivity, suitable network equipment and third-party carriers.

The Customer acknowledges that:

VoIP may not operate during a power or internet outage;

call quality may be affected by local equipment or internet performance;

emergency calling may not provide the same location information as a traditional fixed line;

the registered service address must be kept current;

number ports depend upon third-party carriers;

porting dates are not guaranteed;

international and premium-rate calling may be restricted;

fraudulent or unauthorised calls may generate charges; and

the Customer must protect accounts, passwords, handsets and configuration details.

The Customer should maintain an alternative method of contacting emergency services where appropriate.

Usage and out-of-bundle charges are payable in addition to recurring charges.

46. VoIP inclusive bundles and fair use

This section applies where QCD provides a VoIP bundle containing inclusive calls.

Inclusive destinations are those expressly identified in the applicable order or current tariff.

Unless the tariff states otherwise, these may include ordinary UK calls to:

numbers beginning 01, 02 and 03; and

supported UK mainland mobile networks.

The following are not included unless expressly stated:

Channel Islands and Isle of Man destinations;

redirect and personal-numbering services;

separately classified Wi-Fi calling destinations;

premium-rate and special-service numbers;

international destinations;

directory enquiries; and

destinations excluded by the upstream carrier.

The current carrier tariff and charge-code list determines whether a call is inclusive.

Bundles are intended for normal mixed business calling. Unless QCD agrees otherwise:

outbound calls must not exceed 75 per cent of total calls made and received;

call-centre use is prohibited;

automated diallers are prohibited;

artificial traffic generation is prohibited; and

abnormal or unusually high-volume calling may be reviewed.

QCD will take account of reasonable exceptions, including:

a service awaiting number porting;

a service active for fewer than four weeks;

very low call volumes; or

usage otherwise accepted by QCD or its carrier.

If usage falls outside this policy, QCD may notify the Customer and allow at least 14 days to change the pattern.

If usage continues, QCD may move the Customer to an appropriate tariff under which calls are charged separately.

Where a change materially increases the recurring price and is not required because of the Customer’s breach, the Customer may reject the new tariff and terminate the affected service, early termination charges will apply if within a contracted term. Charges already incurred and unavoidable supplier commitments remain payable.

47. VoIP termination and number porting

A VoIP service may have a fixed minimum term, rolling annual term or monthly service period.

Where a fixed term applies, early termination charges may include recurring charges committed for the remainder of the term, less costs QCD reasonably avoids.

Where a rolling annual term applies, charges may remain payable to the end of the current annual period, subject to the order’s notice requirements.

Where no minimum or annual commitment remains, either party may terminate on at least 30 days’ written notice ending at the end of a calendar month, unless otherwise stated.

The Customer remains responsible for:

usage already incurred;

equipment charges;

porting fees;

supplier termination charges;

outstanding invoices; and

irrevocably committed costs.

QCD will process an authorised number-port request in accordance with applicable provider procedures.

The Customer’s obligation to pay outstanding charges continues after a number has been ported or the service has ended.

PART G: INFORMATION, SOFTWARE AND SECURITY

48. Confidentiality

Each party must protect the other party’s confidential information and use it only for purposes connected with the service.

This obligation does not apply to information that:

is lawfully public;

was already held without restriction;

is received lawfully from another source;

is independently developed; or

must be disclosed by law or a competent authority.

QCD may share information with employees, contractors and suppliers who reasonably need it to deliver the service and who are subject to appropriate confidentiality obligations.

49. Data protection

Each party will comply with applicable data-protection law.

Depending upon the particular service, QCD may act as:

an independent controller;

a processor acting on the Customer’s documented instructions; or

a controller for some activities and a processor for others.

Where required, the parties will enter into an appropriate Data Processing Agreement.

The Customer is responsible for ensuring it has a lawful basis for providing personal data and authorising QCD’s access to systems containing that data.

Further information is provided in QCD’s Privacy Policy.

50. Telephone calls, support records and communications

QCD may record or retain business communications for legitimate purposes, including:

confirming instructions;

maintaining service records;

quality and training;

security;

fraud prevention;

transaction evidence; and

resolving complaints or disputes.

Records may include telephone calls, voicemail, support tickets, email, chat and remote-support records.

Where legally required, callers will be informed that recording is taking place.

QCD will restrict access to authorised persons and retain records only for as long as reasonably required for the relevant purpose, legal obligation or potential claim.

51. Security responsibilities

QCD will use reasonable technical and organisational measures appropriate to the agreed services.

The Customer remains responsible for:

authorising users;

removing access for leavers promptly;

protecting credentials;

using multi-factor authentication where appropriate;

maintaining supported hardware and software;

following reasonable security recommendations;

reporting suspected incidents promptly; and

not bypassing security controls.

No security system can guarantee that a cyber incident, phishing attack, compromise or data loss will never occur.

Where the Customer rejects or delays a documented security recommendation, QCD is not responsible for resulting loss to the extent permitted by law and to the extent the rejected recommendation would reasonably have prevented or reduced that loss.

52. Software development and intellectual property

QCD will exercise reasonable care and skill when developing, modifying or maintaining software.

Software may nevertheless contain defects, compatibility problems or unexpected behaviour.

When QCD becomes aware of a defect in work for which it is responsible, QCD will use reasonable efforts to investigate and correct it within the agreed scope and support arrangements.

Unless expressly agreed otherwise:

each party retains intellectual property it owned before the work began;

QCD retains its tools, libraries, utilities, templates, methods, frameworks and know-how;

QCD retains intellectual property in new software developed by QCD;

after full payment, the Customer receives a non-exclusive right to use paid-for deliverables for their intended purpose;

third-party and open-source components remain subject to their respective licences; and

a transfer of ownership requires an express written assignment and may involve an additional charge.

Where QCD modifies software owned by the Customer:

ownership of the Customer’s original software remains with the Customer;

paid-for corrections may be used as part of that software;

QCD retains independently reusable tools, methods and components; and

ownership of substantial new functionality should be identified in the quotation or statement of work.

PART H: WARRANTIES AND LIABILITY

53. Standard of service

QCD will provide services with reasonable care and skill.

Where QCD supplies equipment or software, applicable manufacturer or supplier warranties may also apply.

Unless required by law:

QCD does not provide a separate warranty for a third-party product;

supplier warranty decisions remain with the supplier;

warranty work may exclude data recovery, reconfiguration and travel;

misuse, accidental damage, malware and unauthorised changes are excluded; and

a replacement supplied under a manufacturer warranty may be refurbished.

Consumer statutory rights relating to goods and services remain unaffected.

54. Limitation of liability

Nothing in these terms excludes or limits liability for:

death or personal injury caused by negligence;

fraud or fraudulent misrepresentation; or

any liability that cannot lawfully be excluded or limited.

For Business Customers, subject to the paragraph above:

neither party is liable for indirect or consequential loss;

neither party is liable for loss of profit, revenue, anticipated savings, goodwill or business opportunity;

QCD is not liable for an outage or failure of a third-party platform outside its reasonable control;

QCD is not liable for loss that could reasonably have been avoided by maintaining an appropriate backup;

QCD is not liable for loss caused by unsupported or previously damaged systems;

QCD is not liable for loss arising from inaccurate or incomplete Customer instructions; and

QCD is not liable for loss that could reasonably have been avoided by following a documented recommendation.

These exclusions apply only to the extent that QCD did not cause the loss through breach of contract, negligence or failure to exercise reasonable care and skill.

For Business Customers, QCD’s total aggregate liability arising from an individual order, project or series of connected events is limited to the value of the order or project.

For Consumers, QCD is responsible for foreseeable loss caused by its breach or failure to exercise reasonable care and skill. QCD is not responsible for business loss arising under a consumer contract.

55. Business continuity and consequential loss

The Customer is responsible for assessing its dependency upon technology and maintaining proportionate business-continuity arrangements.

Unless expressly included in a written agreement, QCD does not guarantee:

uninterrupted operation;

recovery within a particular period;

compatibility with every third-party system;

prevention of every cyber incident; or

recovery of every item of data.

Recommendations relating to resilience, backup, replacement or security should be considered in light of the Customer’s own operational, insurance and regulatory requirements.

PART I: SUSPENSION, TERMINATION AND GENERAL TERMS

56. Operational suspension

QCD may suspend all or part of a service where reasonably necessary because of:

an immediate security risk;

unlawful or abusive use;

danger to people, systems or networks;

non-payment of an undisputed overdue amount;

breach of supplier terms;

suspension of an upstream service; or

failure to provide information or access required to continue safely.

Where reasonably practicable, QCD will notify the Customer and explain what is required to restore the service.

Suspension does not cancel accrued or committed charges.

57. Termination

Either party may terminate an agreement in accordance with its minimum-term and notice provisions.

Either party may terminate for material breach where the breach:

cannot be remedied; or

is not remedied within a reasonable period following written notice.

QCD may suspend or terminate immediately where continued provision would be unlawful, unsafe or create a material security risk.

On termination:

outstanding invoices and committed charges remain payable;

the Customer must return QCD property;

QCD access may be removed;

each party should return or securely dispose of confidential information where appropriate;

third-party commitments continue unless separately cancelled; and

exit, export, migration and handover work may be chargeable.

Termination does not affect rights or liabilities that have already accrued.

58. Exit and handover assistance

Where reasonably requested, QCD may provide assistance to transfer supported services to the Customer or another provider.

Unless included in the applicable agreement, the following are chargeable:

documentation preparation;

data export;

configuration export;

supplier liaison;

licence transfer;

number porting;

migration meetings; and

other handover work.

QCD may require payment of undisputed overdue invoices before undertaking discretionary additional handover work.

This does not permit QCD to withhold Customer-owned data or impede a regulated porting process where doing so would be unlawful.

59. Force majeure

Neither party is liable for delay or failure caused by circumstances outside its reasonable control.

These may include:

telecommunications or utility failure;

widespread supplier outages;

industrial action;

natural disasters;

government action;

widespread cyber incidents;

transport disruption; and

failure of upstream infrastructure.

This provision does not remove the Customer’s obligation to pay for products or services already supplied or irrevocably committed.

60. Notices

Formal notices must be sent using the contact information in the applicable agreement, quotation or invoice.

Notices concerning termination, disputes or changes to legal details must be in writing.

A support ticket or telephone conversation does not normally constitute formal termination notice unless QCD confirms its acceptance in writing.

61. Assignment and subcontracting

QCD may use suitably qualified employees, contractors and specialist suppliers to deliver services.

QCD remains responsible for its contractual obligations, subject to these terms.

The Customer may not transfer an agreement to another party without QCD’s prior written agreement.

62. Third-party rights

Unless expressly stated otherwise, no person other than QCD and the Customer has a right to enforce these terms.

63. Severability

If a court or competent authority finds part of these terms invalid or unenforceable, the remaining provisions will continue in effect.

The affected provision will be modified only to the minimum extent necessary to make it valid and enforceable.

64. Waiver

A delay or failure to enforce a contractual right does not waive that right.

A waiver applies only to the particular circumstances for which it is given.

65. Entire agreement

For Business Customers, the applicable agreement, service schedules, accepted quotations and these terms constitute the entire agreement relating to the relevant products or services.

Neither party relies upon a statement not included in those documents.

Nothing in this section excludes liability for fraud or fraudulent misrepresentation or affects Consumer statutory rights.

66. Changes to these terms

QCD may update the website version of these terms.

A change will not retrospectively alter an existing order or fixed-term agreement unless:

the Customer agrees;

the agreement permits the change;

the change is required by law;

it results from an applicable supplier term; or

QCD provides the notice required by the agreement.

The terms applying to an order will normally be the version made available when that order was accepted.

The latest version will display its effective date.

67. Governing law and jurisdiction

These terms and agreements made under them are governed by the law of England and Wales.

For Business Customers, the courts of England and Wales have exclusive jurisdiction unless otherwise agreed in writing.

A Consumer may also have the right to bring proceedings in the part of the United Kingdom in which they live.

PART J: COOKIE POLICY

68. About this Cookie Policy

This Cookie Policy explains how QCD uses cookies and similar technologies on its website.

It should be read together with QCD’s Privacy Policy, which explains how QCD uses, stores and protects personal data.

In this Cookie Policy, “Website” means the QCD website and associated online services controlled by QCD.

69. What cookies are

Cookies are small text files stored on a computer, telephone, tablet or other device when a website is loaded in a browser.

Cookies may help a website:

operate correctly;

remember settings;

maintain a logged-in session;

understand how visitors use the website;

measure performance; and

provide relevant integrations or content.

70. Session and persistent cookies

A session cookie is temporary and normally expires when the browser is closed.

A persistent cookie remains on the device for a defined period or until it is deleted.

Persistent cookies may be used to remember preferences and provide a more consistent experience during later visits.

71. First-party and third-party cookies

A first-party cookie is set directly by the QCD website.

A third-party cookie is set by another organisation whose service or content is used on the website.

Third-party services may include analytics, embedded media, social networks, advertising or other website functions.

A third party’s use of information is governed by its own privacy and cookie terms.

72. Necessary cookies

Necessary cookies support functions needed for the website to operate.

They may be used to:

maintain security;

remember cookie choices;

support forms;

maintain a user session;

provide account access; and

balance website traffic.

Where these cookies are strictly necessary for a service requested by the user, they may operate without optional consent where permitted by law.

73. Functionality cookies

Functionality cookies allow the website to remember choices and provide enhanced features.

They may remember:

display preferences;

language;

region;

account settings; and

other website customisation.

Where consent is required, these cookies will not be set unless the user enables them.

74. Analytics cookies

Analytics cookies help QCD understand how visitors use the website.

They may collect information about:

pages visited;

navigation through the website;

approximate session duration;

technical errors;

device and browser type; and

general website performance.

Where consent is required, analytics cookies will not be set unless the user enables them.

QCD should not describe analytics information as fully anonymous unless that has been confirmed for the analytics service actually used.

75. Social media and advertising cookies

The website may include content or functions provided by social media and advertising platforms.

Subject to the Customer’s cookie choices, these providers may use technologies to:

identify that a device has visited the website;

measure interaction with embedded content;

support content sharing;

measure advertising performance; or

provide relevant advertising.

Information collected by these providers is governed by their own policies.

QCD does not state that these technologies collect no identifiable information, because the operation of a third-party tag is determined partly by the relevant provider and the user’s account or browser settings.

76. Cookie consent and choices

Where consent is required, the website will ask the user to choose whether optional cookies may be set.

Rejecting optional cookies should not prevent use of the website’s essential features, although some non-essential functions may be unavailable.

Users should be provided with a method to revisit or amend their cookie preferences.

Consent should be obtained before optional analytics, social media or advertising cookies are activated.

77. Browser controls

Users may also use their browser settings to:

block cookies;

delete existing cookies;

receive a warning before cookies are stored; or

limit cookies from particular websites.

Blocking all cookies may prevent some website features from working correctly.

Information about browser cookie controls is normally available through the relevant browser’s help pages.

78. Cookie list

QCD should maintain an accurate cookie list or preference panel identifying, where applicable:

cookie name;

provider;

purpose;

category;

expiry period; and

whether it is first-party or third-party.

The displayed list should be checked against the cookies actually deployed by the website and updated when services or integrations change.

79. Changes to the Cookie Policy

QCD may update this Cookie Policy to reflect:

a change in website technology;

a change in the cookies used;

a new third-party service;

a legal or regulatory change; or

a change in QCD’s business practices.

The effective date will be updated when a material change is published.

Where a change requires renewed consent, the website will request that consent.

Continued browsing should not be described as consent to optional cookies where affirmative consent is legally required.

80. Cookie and privacy enquiries

Questions about QCD’s use of cookies or personal data may be sent to:

QCD / Quick Call Dave Limited
Email: [email protected]
Postal address: 175 Clevedon Road, Tickenham, Clevedon, BS21 6RG

Further information is available in QCD’s Privacy Policy.

Where a signed agreement or accepted quotation expressly states a different termination period, renewal arrangement, licence commitment, support level, liability limit or commercial term, that express term shall take precedence over these Website Terms and Conditions solely for the services to which it relates.