Terms & Conditions

1. Who we are

These terms apply to orders and bookings made with Digital Doctors Online Ltd, a company registered in England and Wales, company number 16464633, registered office Flat 11 Strata House, 14-16 Christchurch Road, Bournemouth, England, BH1 3NJ. Contact us at contact@digitaldoctorsonline.com or 07565 611154.

2. What we offer

We sell smart-home and security products (cameras, doorbells, backup-internet equipment and similar), and provide installation, consultancy and ongoing support services for them. Some orders are for products only (delivered to you), some are for services only (installation/support at your property), and some combine both in a single booking.

3. Ordering and payment

Product orders are placed and paid for through our online shop, which is hosted by our platform provider (Wix). Installation/support bookings are arranged directly with us and are subject to availability. Payment for services is due before or at the time of the appointment unless we've agreed otherwise in writing. We accept the payment methods shown at checkout or agreed with you directly.

We'll confirm your order or booking by email once payment is received.

4. Delivery

We currently aim to deliver within 3-7 working days of confirmation, to UK addresses, Monday-Friday excluding public holidays, with tracking and a signature required.

5. Cancellation — your legal right

If you booked online, by phone, or any other way without meeting us in person first, you have a legal right under the Consumer Contracts Regulations 2013 to cancel most orders and bookings within 14 days, without giving a reason. Where this statutory right applies, it takes priority over Section 6 below — Section 6 only ever applies to a cancellation that falls outside this statutory right, never as a way to reduce or replace it. Exactly how the 14-day right applies depends on what you've ordered:

• Physical goods — you can normally cancel within 14 days of receiving them, and return them for a refund.
• Installation/support services — you can normally cancel within 14 days of booking. If you ask us to start work before the 14 days are up, you may lose some or all of this cancellation right once the work is complete, and if you cancel after work has started you may owe us a reasonable amount for what's already been done. We only treat you as having made that request once you've confirmed it separately, using the email process described below under "Requesting we start early" — see that section for exactly how this works today.
• Combined orders (goods plus installation in one booking) — the goods and the service elements of a combined order do not automatically share one cancellation outcome, because they can reach different points before you cancel:
  • If neither the goods nor the installation has happened yet, the full 14-day right normally applies to both.
  • If the goods have been delivered but installation hasn't started, your goods-cancellation right (return the goods for a refund) and your service-cancellation right (cancel the booking) can be exercised independently of each other.
  • If installation has started (only ever with your express request — see "Requesting we start early" below), the service element may be affected as described above, while your rights relating to the goods themselves are unaffected by that.
  • If installation is complete, your rights relating to whether the goods themselves are satisfactory, as described, and fit for purpose continue under Section 7 regardless of the service-cancellation position.

Requesting we start early

Agreeing to these Terms, or confirming a booking, is not the same thing as asking us to start work before your 14-day cancellation period ends — those are two separate steps, and we don't treat one as standing in for the other. If you'd like us to begin installation or service work sooner, we'll email you asking you to confirm that separately, and we'll wait for your reply before starting. That confirmation will be in wording along these lines:

We only treat this as agreed once you've actively replied confirming it — never just because you've booked, paid, or not objected. For now, this is handled by email; a formal on-screen version of this may be built later if we introduce a fuller online booking flow.

6. Cancelling outside your statutory cancellation right

This section is separate from, and does not affect, your statutory rights in Section 5 above. It only applies where you cancel an installation or service appointment after any statutory cancellation right no longer applies (for example, a rearrangement request that isn't a cancellation of the underlying contract at all).

Where a customer cancels an installation or service outside any applicable statutory cancellation rights, Digital Doctors Online Ltd may charge an amount reflecting the reasonable and genuine loss directly caused by the cancellation. This may include non-recoverable equipment or materials purchased specifically for the customer, reasonable preparation or other costs already incurred, and net loss of profit arising from an installation slot that Digital Doctors Online Ltd was unable reasonably to reallocate.

Any charge will be reduced to reflect costs avoided, equipment or materials that can reasonably be reused, returned or resold, and any revenue recovered by reallocating the appointment to another customer. Digital Doctors Online Ltd will not recover the same loss more than once.

Where requested, Digital Doctors Online Ltd will provide a reasonable explanation of how the cancellation charge has been calculated. Nothing in this section affects your statutory rights.

7. Faulty goods and your statutory rights

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015. If a product is faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, price reduction, or refund, depending on how long you've had it. This is separate from, and in addition to, any manufacturer's warranty on the product — a manufacturer warranty is an extra benefit, not a replacement for your legal rights.

8. Installation quality and what can affect it

We carry out installation work with reasonable care and skill, as required by law — this obligation is ours, and we don't reduce it just because other things can also affect how well your system performs. If you believe our workmanship is faulty, please contact us and we'll investigate and put things right where appropriate. To be clear about what we're responsible for:

• A faulty product (the device itself doesn't work correctly) is covered by your statutory goods rights in Section 7, regardless of who installed it.
• Poor installation (the device works, but wasn't fitted or configured correctly) is our responsibility under this section — reasonable care and skill is a legal standard, not something we can contract out of.
• Customer misuse or changes after installation (for example, moving or reconfiguring equipment yourself) aren't something we're responsible for, though we're happy to help if you ask us to look at it again.
• Third-party equipment we didn't supply or install is the responsibility of whoever did — we'll be clear at the time if something is outside what we fitted.
• Network, connectivity, power, or environmental factors outside our control (see Section 9) can affect how a system performs after correct installation — this doesn't excuse us from installing it correctly in the first place, only from things that genuinely aren't within our control once it's working as installed.

90-Day Installation Workmanship Guarantee

If a defect is directly caused by our own installation workmanship, and you report it to us within 90 days of the installation being completed, we'll remedy it at no additional labour charge to you.

This 90-day guarantee is a commercial promise we're making on top of your legal rights — it doesn't replace or reduce your statutory rights in any way, and it isn't the only way to get something put right. If a problem is actually a faulty product rather than our workmanship, your statutory goods rights under Section 7 apply regardless of this guarantee, and don't stop after 90 days. If 90 days have passed, you may still have a remedy under consumer law even though this specific guarantee has ended — this guarantee expiring does not mean your rights have.

This guarantee doesn't automatically cover a problem caused solely by: something you or another installer did after we finished (misuse, accidental damage, reconfiguration); your broadband, Wi-Fi, or mobile network; a power failure; an outage of the manufacturer's own app or cloud service; or a fault in the product itself rather than how we fitted it (see Section 7 for that). It does not, and cannot, exclude cover for our own negligent installation, poor workmanship, or a failure to exercise reasonable care and skill — those remain our responsibility regardless of what else may also be a factor.

To report a workmanship issue, contact us using the details in Section 1 as soon as you notice it.

9. Liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can't lawfully be excluded or limited under UK law. We don't use a blanket statement that we accept no liability under any circumstances — that wouldn't be accurate or lawful, and we don't want these terms to suggest otherwise.

Some things that affect how your system performs are genuinely outside our control once it's correctly installed — for example, your own broadband or mobile connection, third-party cloud or app services run by the equipment manufacturer, network coverage, or a power outage. We'll explain this clearly if it's relevant to your order. This does not reduce our responsibility for our own negligence, for installing something incorrectly, or for supplying faulty goods — it only covers things that are genuinely someone else's responsibility or outside anyone's control.

We don't promise that any security system we install will prevent crime, guarantee detection of an incident, guarantee uninterrupted recording or connectivity, or provide an emergency response or monitoring centre service — unless we've specifically agreed to provide one of those as part of your order. Smart security equipment reduces risk and helps you keep an eye on your property; it cannot guarantee an outcome, and we won't describe it as if it can.

We're responsible for loss or damage you suffer that we cause by breaching these terms, or through our own negligence or failure to exercise reasonable care and skill, where the law makes us responsible for that. We're not responsible for a loss we didn't cause, and we're not responsible for a loss that neither of us could reasonably have expected at the time you placed your order (for example, an unusual loss specific to your circumstances that you didn't tell us about beforehand).

We're not automatically responsible for a failure caused solely by a third-party service or piece of infrastructure outside our control — for example, a broadband outage, a Wi-Fi problem we didn't cause, a mobile network outage, a power failure, or an outage of the equipment manufacturer's own app or cloud service. This does not exclude our liability for negligent installation, poor workmanship, faulty goods we've supplied where your statutory rights apply, or anything else that's actually within our control — it only ever covers a loss genuinely caused by something outside anyone's control on our side.

10. Changes to these terms

If we need to make a material change to these terms after you've placed an order, we'll tell you directly and give you a reasonable chance to review it before it applies to you — simply continuing to use our website afterwards is not, on its own, how we treat a change to an existing order or booking as accepted.

11. Complaints

If something's gone wrong, please contact us at contact@digitaldoctorsonline.com and we'll do our best to put it right. You may also be entitled to use a certified Alternative Dispute Resolution provider, or contact your local Trading Standards service, if we can't resolve things directly.

12. Governing law

These terms are governed by the law of England and Wales, and any dispute will be handled by the courts of England and Wales.