On-Site Support: Terms & Conditions

1. Rates

• On-site support is charged at £55 per hour during business hours.
• Business hours are Monday to Friday, 9:00 to 18:00 (UK time), excluding bank holidays.
• Work in the evening, at weekends or on bank holidays carries a 50% surcharge on all time charges: £82.50 per hour, including the minimum charge and the day rate.
• A minimum of 3 hours (£165) applies to every visit, even if the work takes less time.
• Charges for a single day are capped at £400 for up to 8 hours on site. Time beyond 8 hours in the same day is charged at the hourly rate on top of the day rate.
• All prices exclude VAT, which is added at the prevailing rate (currently 20%).

2. Travel

• Travel to sites within London Zones 1–4 is included in the rates above.
• For sites outside Zone 4, transport, parking and similar costs may be charged. We will tell you about these before the visit.

3. Two Ways to Book

• Pay online for a 3-hour visit. You pay the minimum charge when you book: £165.00 + VAT (£198.00) in business hours, or £247.50 + VAT (£297.00) out of hours. Any time beyond 3 hours is invoiced after the visit at the applicable rate.
• Request a quote first. For larger jobs we email a written quote showing the estimated time on site, plus any travel costs outside Zone 4. Nothing is booked and no charge applies until you accept the quote in writing. Quotes are valid for 14 days.
• Hardware, cabling materials and parts are not included unless itemised in your quote or invoice.

4. Scheduling

• Once your payment is received (or your quote accepted), we will contact you, normally within one working day, to agree a date and time window. We do not offer self-service time slots.
• On-site visits need at least two working days' notice: the earliest visit is the second working day after you book.
• Attendance windows are estimates; we will tell you about any delay as early as possible.
• You must give reasonable access to the premises and the relevant equipment (network cabinets, risers, roof spaces and so on) at the agreed time.
• If access is not available and work cannot go ahead, the 3-hour minimum charge applies.

5. Changes to Scope

• If, on attendance, the work required differs materially from the description you gave, Blanched will pause and give you a revised price before continuing.
• Additional work will not be carried out without your approval, except where necessary to leave the site safe.

6. Cancellations & Rescheduling

• If you cancel a paid booking before a date has been agreed, your payment is refunded in full.
• You may reschedule or cancel an agreed visit free of charge up to 48 hours before the appointment.
• Cancellations or reschedules within 48 hours of the appointment may incur a fee of up to the 3-hour minimum charge, which may be kept from your payment.
• If Blanched cancels or cannot attend, no charge applies and any payment made in advance is refunded in full.

7. Completion & Payment

• On completion, you will receive a summary of the work carried out and a final VAT invoice.
• Online payments are taken by our payment provider, Stripe, by card, Apple Pay or Google Pay. Card details are never seen or stored by Blanched.
• Any balance after the visit (extra time, approved variations, travel outside Zone 4) is due within 14 days of the invoice date unless otherwise agreed, by payment link or bank transfer.
• Refunds are made to the original payment method and may take 5 to 10 working days to appear.

8. Warranty & Liability

• Workmanship is guaranteed for 90 days from completion.
• Hardware carries the manufacturer's warranty only.
• Blanched is not liable for pre-existing faults, third-party equipment failures, or issues arising from changes made by others after our attendance.

9. Contact

For any queries regarding these terms, please contact us at hello@blanched.uk or call 020 3411 0730. These terms sit alongside our general Terms of Use & Supply and Privacy Policy.