Terms of service

Please read our Terms and Conditions below. Together with our Privacy Policy and the information provided on this page, they explain who we are and the legal terms that apply when you buy products or services from us.

Please read these terms carefully before placing an order. Before you complete your order, you will be asked to confirm that you accept these terms. If you do not accept them, you will not be able to place an order through our site.

We may update these terms from time to time, so please check them each time you place an order to make sure you understand the terms that will apply.

We recommend that you print a copy of these terms or save them for future reference.

1. About these Terms

These terms and conditions apply to the sale of products and the supply of any related services by Frequency 3G Telecom Ltd, trading as Mobile Signal Boosters ("we", "us" or "our"), to you as a consumer.

A consumer is an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.

These terms apply to orders placed through our website, by phone, by email, or during a home or site visit, unless we tell you that different terms apply.

Nothing in these terms affects your legal rights as a consumer.

These terms, and any contract between you and us, are only available in English.

2. Information About Us and How to Contact Us

We are Frequency 3G Telecom Ltd, a company registered in England and Wales under company number 4252441.

Our registered office and main trading address is:

Frequency 3G Telecom Ltd
Emerald House
East Street
Epsom
Surrey
KT17 1HS
United Kingdom

Our VAT number is GB783533802.

You can contact us:

If we need to contact you, we will do so using the email address, phone number or postal address you gave us when placing your order.

3. Your Contract With Us

Product listings, prices and other information on our website are an invitation to treat and not an offer by us to supply.

Your order is an offer to buy from us.

A contract is formed only when we accept your order. We will normally do this by sending you an order confirmation email.

If we cannot accept your order, we will let you know and, if you have already paid, we will refund you promptly.

Your order confirmation will include the main details of your order, including the products and any services you have purchased, the price, and any delivery or installation charges.

Any information we give you about a product or service before the contract is made - including information on our website, in a quotation, or in any survey or specification we agree with you - forms part of the contract unless we agree a change with you.

4. Products and Services

We will supply the products and any services described in your order confirmation.

Images on our website are for illustration only. Products may vary slightly from those images, but any variation will not materially affect the product you receive.

We may make minor changes to a product or service:
a) to reflect changes in applicable laws, regulations or safety requirements; or
b) to implement minor technical adjustments or improvements, provided these do not materially affect your use of the product or service.

If we provide installation, survey, commissioning, optimisation, training, support or other related services, those services will be supplied with reasonable care and skill.

Mobile signal, coverage and performance can be affected by factors outside our control, including network availability, operator service levels, building materials, property layout, interference, power supply, cabling routes and the information provided to us about your property. Any estimates, predictions or coverage illustrations we provide are based on the information reasonably available at the time. This does not affect any legal rights you have if goods or services do not conform to the contract.

5. Price and Payment

The price of the products and services will be the price shown at checkout, in our quotation, or in our order confirmation.

Unless we clearly state otherwise, all prices shown to consumers include VAT.

Delivery, installation and any other charges will be shown to you before you place your order.

You must pay for your order using the payment method offered at checkout, or in line with any payment terms set out in our order confirmation.

We will not increase the price after we accept your order, except:
a) where you ask for a change to the order; or
b) where additional work is required because information you provided was incomplete or inaccurate, or because site conditions materially differ from what was reasonably apparent before the order was accepted.

If this happens, we will tell you the revised price and will not carry out the additional work unless you agree.

6. Delivery of Goods

We will deliver the goods to the address you provide in your order.

Any delivery date we give is an estimate unless we specifically agree otherwise in writing.

We will deliver the goods without undue delay and, unless a longer period is specifically agreed, within 30 days after the contract is formed.

We may deliver goods in instalments where this is reasonable.

If no one is available at your address to take delivery and the goods cannot be posted through your letterbox or left safely, we will leave you instructions for rearranging delivery or collection.

If you do not rearrange delivery or collect the goods within a reasonable time, we may charge you our reasonable direct costs of storage and redelivery, provided we told you those charges could apply before you placed your order.

The goods remain at our risk until they come into your physical possession, or the physical possession of someone you identify to take them on your behalf.

Please inspect the goods as soon as reasonably possible after delivery and tell us promptly if anything is missing, damaged or incorrect. This does not affect your legal rights.

7. Installation and Other Services

If your order includes installation or other on-site services, we will agree an appointment date or date range with you.

Any appointment date we give is an estimate unless we specifically agree otherwise in writing.

You must:
a) provide us with safe and reasonable access to the property;
b) ensure that the area where we are to work is safe and suitable;
c) provide accurate information about the property, access, power supply, internet or other relevant site conditions;
d) obtain any permissions, consents or approvals needed for the installation at your property, unless we have expressly agreed to do this for you; and
e) ensure that an adult aged 18 or over is present during the appointment if required.

We may refuse to carry out or complete the services if:
a) access is unsafe or unavailable;
b) the site is not ready;
c) required permissions have not been obtained;
d) carrying out the work would risk damage, injury or breach of law; or
e) the actual site conditions are materially different from those described to us before we accepted your order.

If we cannot carry out the services because of something within your control, we may rearrange the appointment and charge a reasonable missed appointment or abortive visit fee, but only if we told you about that possible charge before you were bound by the contract.

If additional work or materials are required beyond the agreed scope, we will tell you and agree any extra charges with you before proceeding.

If you ask us to begin supplying services during your 14-day cancellation period, you expressly request that early start. If you later cancel, you may have to pay us a proportionate amount for services supplied up to the time of cancellation. If the service is fully performed within the cancellation period after your express request, you will lose the right to cancel the service once it has been fully completed.

8. Your Right to Cancel

This clause applies only where you have a legal right to cancel, for example where the contract is a distance contract or an off-premises contract.

Goods

If you buy goods only, you may cancel the contract within 14 days without giving any reason.

The cancellation period for goods ends 14 days after:
a) the day on which you, or a person you nominate, receives the goods; or
b) if the goods are delivered in instalments or separate lots, the day on which you, or a person you nominate, receives the last instalment or lot.

Services

If you buy services only, you may cancel the contract within 14 days after the day the contract is made.

Mixed contracts for goods and services

If your contract is for goods with related services, your cancellation rights may differ as between the goods and the services. Where services are due to start within the 14-day cancellation period, the early-start provisions in clause 7 apply.

How to cancel

To cancel, you must clearly tell us that you want to cancel. You can do this by email, post, phone, or by using the model cancellation form at the end of these terms.

To meet the cancellation deadline, it is enough for you to send your communication before the cancellation period has expired.

Returning goods after cancellation

If you cancel a contract for goods, you must send the goods back to us, or hand them to us, within 14 days after telling us that you want to cancel.

Unless we agree otherwise, you must pay the direct cost of returning the goods if you cancel for convenience and the goods are not faulty, damaged or not as described.

Where goods cannot normally be returned by post, we will tell you the estimated collection or return cost before you place your order.

We may reduce your refund to reflect any reduction in the value of the goods if this has been caused by your handling of them beyond what is necessary to establish their nature, characteristics and functioning.

Refunds after cancellation

If you cancel a contract for services, we will refund you within 14 days after the day on which we are informed of your decision to cancel, subject to any lawful deduction for services already supplied at your express request.

If you cancel a contract for goods, we will refund you within 14 days after the earlier of:
a) the day we receive the goods back; or
b) the day you provide evidence that you have sent the goods back.

We will refund you using the same payment method you used for the original transaction unless we agree otherwise with you.

We do not charge a fee for making a refund.

Exceptions to the right to cancel

The right to cancel does not apply, or may be lost, in certain cases, including:
a) goods made to your specifications or clearly personalised;
b) services once fully performed, if they were started during the cancellation period at your express request and you acknowledged that you would lose the right to cancel once the services were fully performed;
c) sealed goods which are not suitable for return for health protection or hygiene reasons, if they become unsealed after delivery; and
d) digital content supplied other than on a tangible medium, once supply has begun with your prior express consent and acknowledgement that you would lose the right to cancel.

9. Faulty, Damaged or Incorrect Goods; Problems With Services

We are under a legal duty to supply goods that are in conformity with the contract, and services performed with reasonable care and skill.

If the goods are faulty, damaged, not as described, not fit for purpose, or not installed correctly where installation forms part of the contract, you may have legal rights including the right to reject, repair, replacement, price reduction or refund depending on the circumstances.

If the services are not carried out with reasonable care and skill, or do not match binding information we gave you about the service, you may have legal rights including repeat performance or a price reduction.

Please contact us as soon as possible if you think there is a problem with the goods or services. We may ask for photographs, a description of the issue, or reasonable access to inspect the goods or work.

If goods are faulty and you are entitled to a repair or replacement, we will bear the reasonable costs that the law requires us to bear, including reasonable labour, materials and, where applicable, removal and reinstallation costs.

Any manufacturer guarantee or commercial warranty is separate from, and does not limit, your legal rights.

10. Manufacturer Guarantees and Any Additional Warranty

Some products may come with a manufacturer guarantee. Details will be provided with the product or in the product description where applicable.

We may also offer an additional commercial warranty or workmanship guarantee. If we do, we will state its scope, duration and exclusions clearly.

Any commercial warranty is in addition to, and does not affect, your legal rights.

11. Using Our Products

You must use the products in line with any user instructions, safety guidance and any applicable laws or regulations.

You are responsible for checking that the products are suitable for your intended use and compatible with your existing equipment, property and network environment, based on the information we provide.

We are not responsible for poor performance caused solely by matters outside our reasonable control, including third-party network outages, changes made by mobile operators, interference, or building or site conditions that differ materially from the information you gave us before purchase.

Nothing in this clause limits your rights if the goods or services do not conform to the contract.

12. Complaints

If you are unhappy with our products or services, please contact us using the details in clause 2.

We will try to resolve complaints promptly and fairly.

If we need more information to investigate a complaint, you agree to provide reasonable cooperation.

13. Our Responsibility to You

Nothing in these terms excludes or limits our liability where it would be unlawful to do so. This includes liability for:
a) death or personal injury caused by our negligence;
b) fraud or fraudulent misrepresentation; and
c) your statutory rights as a consumer.

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 the contract or failing to use reasonable care and skill.

We are not responsible for:
a) loss or damage that was not foreseeable;
b) loss or damage caused by your failure to follow our instructions relating to the products;
c) loss or damage caused by inaccurate or incomplete information provided by you;
d) business losses, including loss of profit, business interruption or loss of business opportunity, where you are buying as a consumer; or
e) delay or failure caused by events outside our reasonable control, subject to clause 14.

This clause does not affect any right you may have under the Consumer Rights Act 2015 or any other law.

14. Events Outside Our Control

We are not responsible for delay or failure to perform the contract where this is caused by an event outside our reasonable control, including severe weather, fire, flood, epidemic, power failure, transport disruption, network outage, or shortages of materials.

If this happens, we will contact you as soon as reasonably possible and take reasonable steps to minimise the effect.

If there is a risk of substantial delay, you may contact us to end the contract and receive a refund for any products or services you have paid for but not received.

15. Privacy and Personal Information

We use your personal information in line with our Privacy Policy, available on our website.

We may share your personal information with trusted service providers where necessary to perform the contract, for example payment providers, delivery companies and installation contractors.

We will only use your personal information as permitted by applicable data protection law and our Privacy Policy.

16. Other Important Terms

We may transfer our rights and obligations under these terms to another organisation, but this will not reduce your rights under the contract.

You may only transfer your rights or obligations under these terms to another person if we agree in writing.

Each clause operates separately. If any court or relevant authority decides that any part of these terms is unlawful, the remaining clauses will remain in effect.

If we delay in enforcing these terms, that does not mean we have waived our rights.

This contract is between you and us. No other person has any right to enforce any term of this contract, except where the law says otherwise.

These terms are governed by the law of England and Wales.

If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the United Kingdom in which you live.