Standard Terms and Conditions

Last revised: October 2026

Signal booster projects: supply, installation and support.

1. Definitions and interpretation

1.1 In these Conditions:

UCtel, we, us: UCtel Ltd, company number 07631508, registered office 75 Cannon Grove, Fetcham, Leatherhead, KT22 9LP.
Customer, you: the person or organisation that places an Order.
Contract: the contract between UCtel and the Customer for the Services, made up of the Quotation and these Conditions.
Quotation: UCtel's proposal for a project, comprising (a) the formal written quote issued after the Site Survey, setting out the Price, payment schedule and any project-specific commercial terms; and (b) the Survey and Design Document.
Equipment: signal boosters, repeaters, antennas, cabling, mounts and other goods supplied under the Contract.
Services: the design, supply, installation, commissioning and Support Services described in the Quotation. The Site Survey is not part of the Services unless the Quotation includes a further survey.
Site: the premises where the Equipment is to be installed.
Site Survey: UCtel's inspection and signal measurement of the Site.
Survey and Design Document: UCtel's report of the Site Survey findings and the proposed system design, including the Equipment list, antenna and booster locations, cable routes and expected coverage areas.
Support Services: ongoing monitoring, maintenance and technical support described in the Quotation or a separate support agreement.
Network Operator: a UK mobile network operator, such as O2, EE or VodafoneThree.
Completion: the date UCtel notifies the Customer that installation and commissioning are finished.
Consumer: an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.

1.2 Headings do not affect interpretation. "Including" means including without limitation. "Writing" includes email.

2. Basis of contract

2.1 These Conditions apply to every Contract unless UCtel and the Customer have signed a separate written agreement for the Services, such as a master services or framework agreement (a "Customer Agreement"). Terms printed on or referred to in a purchase order, supplier portal or similar do not apply unless UCtel has expressly agreed to them in writing.

2.2 A Quotation is valid for the period stated on the written quote or, if none is stated, 30 days from its date, unless withdrawn earlier. Equipment prices may change if supplier costs or exchange rates move before the Order is accepted.

2.3 An Order is accepted, and the Contract formed, only when UCtel confirms acceptance in writing or starts work, whichever is earlier.

2.4 If the documents forming the Contract conflict, this order of priority applies for that project only: (1) any Customer Agreement; (2) the written quote; (3) the Survey and Design Document; (4) these Conditions.

2.4A Where a Customer Agreement applies, these Conditions still apply to any matter it does not cover. The written quote and Survey and Design Document define the scope of the Services in every case, and the Customer accepts that the coverage, Network Operator and regulatory limits in clauses 3 and 5 apply to the Services regardless of the Customer Agreement, unless that agreement expressly excludes them.

2.5 Marketing material, coverage maps and verbal statements do not form part of the Contract unless written into the Quotation.

3. Site survey, design and coverage

3.1 UCtel issues a Quotation only after completing a Site Survey. The Site Survey is provided under separate survey terms, and any survey fee is payable under those terms. Any budgetary quote given before the Site Survey is an estimate only. It is not an offer that can be accepted, does not form part of the Contract, and the Price in the Quotation may differ from it.

3.2 The Survey and Design Document records the Site Survey findings, the proposed system design and the expected coverage areas. These are based on signal conditions, building plans and information available at the time of the Site Survey.

3.3 A signal booster can only amplify signal that already exists outside the building. UCtel does not guarantee a specific signal strength, data speed or call quality, because these depend on the Network Operators' outdoor coverage, network capacity and changes UCtel does not control.

3.4 Where the Quotation states coverage targets, UCtel will use reasonable skill and care to meet them in the areas marked in the Survey and Design Document. Changes to the building, its layout or materials after the Site Survey may affect performance. Coverage targets labelled as guaranteed in the Survey and Design Document are covered by the money-back guarantee in clause 11A; all other coverage information is indicative.

3.5 If the Network Operator later reduces outdoor coverage, changes frequencies or switches off a technology (for example 3G), any redesign or replacement Equipment is chargeable as a Variation.

3.6 The Customer should review the Survey and Design Document before accepting the Quotation and tell UCtel of any inaccuracy in it. Acceptance of the Quotation confirms the Customer's agreement to the design, and later changes are Variations.

4. Customer obligations

4.1 The Customer must:

give UCtel safe and timely access to the Site, including roof, risers, ceiling voids and comms rooms, during agreed working hours;
obtain, before installation, all consents needed from landlords, building owners, managing agents and planning authorities, including for external antennas and cable routes;
provide accurate information on the Site, including asbestos registers, building plans, fire-stopping requirements and any listed-building restrictions;
provide a suitable power supply and, where needed, network connectivity for remote monitoring;
tell UCtel of any site rules, permits to work or security inductions; and
keep the Equipment in place, powered and free from interference after Completion.

4.2 If the Customer does not meet these obligations, UCtel may delay the Services and charge reasonable costs, including aborted visits, charged at UCtel's standard day rate at the time.

4.3 UCtel is not liable for delay or failure caused by the Customer's failure to meet clause 4.1.

5. Regulatory compliance

5.1 UCtel will supply only Equipment that may lawfully be used in the UK, either because it meets Ofcom's licence-exemption requirements for mobile repeaters or because the relevant Network Operator has approved its use.

5.2 The Customer must not modify, move, re-site or tamper with the Equipment, or connect non-approved boosters to it. Doing so may breach Ofcom regulations, cause interference to mobile networks and will void the warranty.

5.3 If Ofcom or a Network Operator requires the Equipment to be adjusted, switched off or removed because of interference or a change in regulation, the Customer will allow UCtel access to do so. Work not caused by UCtel's fault is chargeable.

6. Equipment, delivery, title and risk

6.1 Delivery and installation dates in the Quotation are estimates. Time is not of the essence unless agreed in writing.

6.2 UCtel may substitute Equipment of equal or better specification if a quoted item becomes unavailable, and will tell the Customer before doing so.

6.3 Risk in the Equipment passes to the Customer on delivery to the Site.

6.4 Title to the Equipment passes to the Customer only when UCtel has received full payment of the Price. Until then the Customer holds the Equipment for UCtel, must keep it insured and identifiable, and allows UCtel to enter the Site to recover it if payment has not been made by the agreed payment date.

6.5 Equipment provided on a rental or managed-service basis remains UCtel's property at all times.

7. Installation, completion and acceptance

7.1 UCtel will carry out installation with reasonable skill and care, using trained engineers, in line with the Survey and Design Document and applicable health and safety and building regulations.

7.2 Unless the written quote states that UCtel will do so, the Customer is responsible for making good cable entry points, fire-stopping and sealing of penetrations through walls, floors and ceilings, and any redecoration. UCtel will tell the Customer where penetrations have been made. Where the Customer carries out this work, it is responsible for ensuring it meets fire safety and building regulations.

7.3 UCtel will not disturb suspected asbestos. If it is found, UCtel will stop work in the affected area and notify the Customer promptly. Work will resume once the Customer has arranged a survey or removal at its cost.

7.4 On Completion UCtel will commission and test the system and provide an As-Built report and a post-installation survey showing signal readings at agreed test points.

7.5 The Customer must tell UCtel in writing of any defect within 5 working days of Completion. Otherwise the installation is accepted. UCtel will correct notified defects that are its responsibility within a reasonable time.

7.6 Minor snagging items that do not affect use of the system do not delay Completion or payment.

8. Variations and delays

8.1 Either party may request a change to the Services. A change (a "Variation") is binding only when both parties agree it in writing, including any change to the Price or timetable.

8.2 UCtel may charge for extra work caused by Site conditions not reasonably visible at the Site Survey, such as hidden obstructions, inaccessible cable routes or construction materials that block signal.

8.3 If the Customer cancels or postpones a scheduled day of work, or UCtel's engineers cannot start work on the day because the Site is not ready or accessible, UCtel may charge: (a) 50% of that day's charge where less than 48 hours' notice is given; and (b) 100% of that day's charge where less than 24 hours' notice is given. A day's charge is the rate shown in the written quote or, if none is shown, UCtel's standard day rate at the time.

8.4 If work is suspended for more than 30 days for reasons not caused by UCtel, UCtel may invoice for work done and Equipment ordered to date.

8.5 If, after the schedule has been agreed, the Customer restricts or withdraws access to any part of the Site for its own operational reasons (for example trading hours, events, security or other contractors), and this causes unplanned delay, standing time, extra visits or out-of-hours working, UCtel may charge for the additional time and costs at its standard day rate at the time and adjust the schedule accordingly. UCtel will tell the Customer as soon as reasonably practicable when a restriction is likely to lead to extra charges.

9. Prices and payment

9.1 The Price and payment schedule for each project are set out in the written quote. Typical schedules include a deposit with the balance on Completion, staged payments against milestones, or full payment on Completion.

9.2 Where no schedule is stated in the written quote or a Customer Agreement, UCtel will invoice on acceptance of the Order whichever is greater of: (a) 50% of the total Price; or (b) 100% of the Equipment price. The balance is invoiced on Completion.

9.3 UCtel may require payment for the Equipment before ordering it. Where a Customer Agreement does not allow payment on order, UCtel may instead agree a deposit or staged payments in the written quote. Payments for Equipment ordered specifically for the Customer are non-refundable once that Equipment has been ordered, except as set out in Schedule 1 for Consumers.

9.4 Prices exclude VAT, which is payable at the prevailing rate. Support Services are invoiced annually in advance, unless otherwise agreed in the written quote or a Customer Agreement.

9.5 Business Customers must pay invoices within 30 days of the invoice date, unless otherwise agreed in the written quote or a Customer Agreement, without set-off or deduction.

9.6 If payment is late, UCtel may: charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998; suspend Services, including Support Services; and withhold the As-Built report and post-installation survey until payment is made.

9.7 Disputed amounts must be raised in writing within 10 days of the invoice. Undisputed amounts remain payable on time.

10. Ongoing support services

10.1 Support Services start on Completion and run for the term stated in the Quotation (the "Initial Term"). They then renew automatically for successive 12-month periods unless either party gives at least 30 days' written notice before the end of the current term. UCtel will send the Customer a renewal notice, including the charges for the next term, at least 60 days before the end of the current term.

10.2 Support Services may include remote monitoring, fault diagnosis, firmware updates, telephone and email support, and engineer site visits, as set out in the Quotation or support agreement.

10.3 UCtel will aim to respond to reported faults within the response times for the Customer's support level. Response times are targets, not guarantees of fix times.

10.4 Support Services do not cover faults caused by: Network Operator outages or coverage changes; weather or environmental damage, including to external antennas; power or broadband failures; damage, misuse or unauthorised changes; building works; or Equipment not supplied by UCtel. Visits for these are chargeable at UCtel's standard rates.

10.5 UCtel may review support charges on each renewal. Any change will be shown in the renewal notice.

10.6 If the Customer requires a purchase order for a renewal, it must provide the purchase order number to UCtel within 30 days of the renewal notice. A missing or late purchase order does not prevent renewal, delay payment, or affect UCtel's right to invoice for the renewed term. UCtel will accept a purchase order covering more than one term.

11. Warranty

11.1 UCtel warrants that, from Completion:

the Equipment is covered by the manufacturer's 24-month warranty, on the manufacturer's terms. UCtel will pass the benefit of that warranty to the Customer and manage warranty claims on its behalf; and
its installation workmanship will be free from material defects for 12 months.

11.2 If a defect is notified within the warranty period, UCtel will, at its option, repair or replace the defective Equipment or re-perform the work. This is the Customer's sole remedy for breach of warranty, subject to clause 12.

11.3 The warranty does not cover defects or reduced performance caused by: (a) external factors outside UCtel's control, including changes to Network Operator signal, outdoor coverage, frequencies, network capacity or technology (such as a network switch-off); (b) weather and environmental conditions, including high winds, storms, lightning, ice, flooding, water ingress or corrosion damaging external antennas, mounts or cabling; (c) fair wear and tear, misuse, accident or power surges; or (d) unauthorised repair, modification or relocation, building works, or failure to follow UCtel's instructions.

11.4 Except as set out in these Conditions, all warranties and conditions implied by statute or common law are excluded to the fullest extent permitted by law (this does not apply to Consumers).

11A. Money-back guarantee

11A.1 For eligible installations, UCtel provides a 3-month money-back guarantee starting on the date of Completion.

11A.2 An installation is eligible if: (a) the system was designed and installed by UCtel; (b) coverage targets labelled as guaranteed ("Guaranteed Coverage Targets") were agreed in writing in the Survey and Design Document before installation; and (c) the Customer has paid the Price in full by the agreed payment date and has otherwise complied with the Contract. Large or complex projects may instead be subject to a pilot phase, which will be stated in the Quotation.

11A.3 If the system does not meet the Guaranteed Coverage Targets, the Customer must notify UCtel in writing within 3 months of Completion.

11A.4 After notification, the Customer will give UCtel reasonable Site access and 30 days to investigate, reconfigure or modify the system. UCtel will carry out this work at no additional cost to the Customer.

11A.5 If UCtel cannot meet the Guaranteed Coverage Targets within that period, UCtel will remove the Equipment and refund the Price paid for the installation, together with a pro rata refund of any Support Services charges paid for the unused period. The Customer is responsible for making good the Site after removal, in line with clause 7.2.

11A.6 On refund, ownership of the Equipment returns to UCtel and the Contract, including any Support Services, ends.

11A.7 The guarantee does not apply where the Guaranteed Coverage Targets are not met because of any of the factors in clause 11.3, including changes to a Network Operator's outdoor signal or network capacity, or unauthorised changes to the Site or Equipment.

11A.8 For business Customers, a refund under this clause is the Customer's sole remedy for failure to meet the Guaranteed Coverage Targets and counts towards the limit in clause 12.3. For Consumers, this guarantee is in addition to their legal rights under Schedule 1.

12. Limitation of liability

12.1 Nothing in these Conditions limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot be limited by law.

12.2 Subject to clause 12.1, UCtel is not liable to a business Customer for loss of profit, revenue, business, contracts, data or goodwill, or for any indirect or consequential loss.

12.3 Subject to clause 12.1, UCtel's total liability under or in connection with each Contract is limited to 100% of the Price paid for that project, plus, for Support Services, the charges paid in the 12 months before the claim.

12.4 UCtel is not liable for the availability, coverage or performance of any Network Operator's network, including inability to make emergency calls.

12.5 UCtel maintains public liability insurance of £5 million and professional indemnity insurance of £5 million.

12.6 This clause 12 survives termination of the Contract.

13. Cancellation and termination

13.1 A business Customer may cancel an Order before installation starts by written notice. The Customer must pay: any design fees stated in the written quote; the cost of Equipment already ordered that cannot be returned, or any supplier restocking charge; and reasonable costs incurred to date.

13.2 Either party may terminate the Contract immediately by written notice if the other:

commits a material breach and does not remedy it within 14 days of written notice; or
becomes insolvent, enters administration or liquidation, or ceases trading.

13.3 UCtel may terminate or suspend the Contract if any amount remains unpaid more than 30 days after its agreed payment date.

13.4 On termination the Customer must pay all invoices and, for work done but not yet invoiced, UCtel may invoice immediately. Accrued rights and remedies are not affected.

14. Data protection and confidentiality

14.1 Each party will comply with the UK GDPR and the Data Protection Act 2018. UCtel processes personal data in line with its privacy policy at www.uctel.co.uk/privacy-policy.

14.2 Remote monitoring collects system performance data only, such as signal levels, alarms and uptime. It does not access the content of calls, messages or mobile data passing through the system.

14.3 Each party will keep confidential the other's business information, pricing and Site information, except where disclosure is required by law or to professional advisers, subcontractors or Network Operators for the purposes of the Contract.

14.4 UCtel may use the Customer's name and a general description of the project as a reference, unless the Customer objects in writing.

15. Force majeure and general

15.1 Neither party is liable for delay or failure caused by events beyond its reasonable control, including Network Operator outages, supply chain shortages, extreme weather, strikes, pandemic or government action. If such an event lasts more than 60 days, either party may terminate on written notice.

15.2 UCtel may use qualified subcontractors but remains responsible for their work.

15.3 The Customer may not assign the Contract without UCtel's written consent.

15.4 If any provision is found invalid or unenforceable, it will be treated as modified to the minimum extent necessary to make it valid and enforceable. If that is not possible, it will be treated as deleted. In either case, the rest of the Contract remains in force.

15.5 No failure or delay in exercising a right is a waiver of it.

15.6 A person who is not a party has no right to enforce the Contract under the Contracts (Rights of Third Parties) Act 1999.

15.7 Notices must be in writing and sent to the addresses in the Quotation or to accounts@uctel.co.uk.

15.8 The Contract is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

15.9 The Contract is the entire agreement between the parties for the Services and replaces any earlier discussions, proposals or understandings, including any budgetary quote. Each party confirms it has not relied on any statement not set out in the Contract. Nothing in this clause limits liability for fraud.

Schedule 1: Additional terms for Consumers

This Schedule applies only where the Customer is a Consumer. Where it conflicts with the Conditions above, this Schedule prevails.

S1.1 Statutory rights. Nothing in the Contract affects a Consumer's legal rights under the Consumer Rights Act 2015. Equipment must be of satisfactory quality, fit for purpose and as described, and Services must be performed with reasonable care and skill. Clauses 11.2 (sole remedy) and 11.4 (exclusion of implied terms) do not apply.

S1.2 Right to cancel. Where the Contract is made at the Consumer's home, by phone or online, the Consumer may cancel without giving a reason within 14 days of the Contract being formed or, for the Equipment, within 14 days of the day it is delivered (see S1.3), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. UCtel will provide a model cancellation form with the Quotation.

S1.3 Starting work early. UCtel will not start work within the cancellation period unless the Consumer expressly asks it to in writing (including by email) and acknowledges that they will lose the right to cancel the Services once they are fully performed. If the Consumer then cancels, they must pay a proportionate amount for the Services provided up to cancellation. Once the Services are fully performed, the right to cancel the Services is lost. However, the Consumer may still cancel the supply of the Equipment within 14 days of the day it is delivered, even if it has been installed. In that case UCtel will refund the price of the Equipment, and the Consumer must pay the direct cost of its return, including the reasonable cost of UCtel removing it, which UCtel will tell the Consumer before the Contract is made.

S1.4 Refunds. Refunds on valid cancellation are made within 14 days, using the original payment method. Clause 8.3 (late cancellation charges), clause 9.3 (non-refundable Equipment payments) and clause 13.1 do not apply during the cancellation period.

S1.5 Payment. Consumers pay in line with the Quotation. Clause 9.6 interest under the Late Payment Act does not apply; UCtel may instead charge interest at 4% a year above the Bank of England base rate on overdue sums.

S1.6 Liability. Clause 12.2 does not apply. UCtel is responsible for foreseeable loss caused by its breach or negligence, but not for business losses. UCtel will make good damage to the Consumer's property that it causes during installation.

S1.7 Complaints. Complaints should be sent to accounts@uctel.co.uk. UCtel will respond within 10 working days.