- Effective
- 2 August 2026
- Version
- 2.0.0
- Scope
- All chargeable services and recoverable costs
On this page
Default Fees, Charges & Billing Schedule
This schedule sets the default commercial rates and billing rules that apply where an Order, quotation or service description does not state a different price. All amounts are exclusive of VAT.
1. Standard labour and support rates
| Service | Default charge | Billing basis |
|---|---|---|
| Remote technical support and engineering | £75 per hour | 30-minute minimum, then 15-minute increments |
| On-site attendance | £95 first hour; £65 each additional hour | One-hour minimum; time on site rounded to 15 minutes |
| Out-of-hours planned work | £125 per hour | Two-hour minimum |
| Emergency or same-day priority attendance | £150 call-out plus £95 per hour | Subject to engineer availability; two-hour labour minimum |
| Project management, consultancy or documentation | £75 per hour | 30-minute minimum |
| Data recovery, restoration or complex migration | £95 per hour | No guarantee of successful recovery |
| Training | £75 per hour | One-hour minimum; materials may be additional |
2. Site, travel and access charges
| Item | Default charge |
|---|---|
| Mileage | 45 pence per mile from our normal operating base or engineer’s starting location, whichever is closer |
| Parking, tolls, congestion, ferry or public transport | At cost |
| Travel time for sites more than 30 road miles away | £45 per hour |
| No-fault-found, inaccessible site or aborted attendance | Minimum £95 plus travel and committed subcontractor costs |
| Specialist access, scaffold, tower, cherry picker or MEWP | At cost plus 15% procurement and coordination charge |
| Electrician, cabling contractor or other specialist trade | At cost plus 15% coordination charge unless separately quoted |
3. Appointment cancellation and delay
- Cancellation or material rescheduling with less than two Business Days’ notice: 50% of scheduled labour plus non-refundable costs.
- Cancellation with less than one Business Day’s notice, no access, unsafe site, no authorised contact or Client no-show: 100% of scheduled labour plus travel and committed costs.
- Engineer waiting time caused by the Client, its landlord, trades, keys, permits or access arrangements is chargeable at the applicable labour rate.
- Where work is split across additional visits because a Client dependency was not ready, each visit is separately chargeable.
4. Procurement, equipment and licences
- A 50% commitment payment is normally required before Equipment, licences or project resources are ordered. We may require 100% in advance for special-order, customised, scarce or non-returnable items.
- Supplier delivery and availability dates are estimates. Price changes caused by currency, manufacturer, distributor, tax, shipping or availability may be passed through before dispatch.
- Approved returns may be subject to inspection, carriage and a restocking charge of up to 25%. Configured, opened, activated, licensed, bespoke, clearance or special-order items are not returnable unless faulty or required by law.
- Warranty administration outside a managed service is chargeable at £75 per hour plus shipping unless the Order includes warranty handling.
5. Managed service and account charges
| Item | Default charge |
|---|---|
| Service reactivation after payment or policy suspension | £45 per Service or site |
| Failed, reversed or returned payment administration | £15 per occurrence, in addition to bank charges |
| Urgent data export, credential handover or transition assistance | £75 per hour |
| Restoration from backup | £95 per hour unless included in the contracted backup plan |
| Replacement or additional asset label | £4 per label plus installation time and travel if on site |
| Additional managed device onboarding | £25 per standard network device, or quotation for complex devices |
| Managed network site onboarding and documentation | From £350 per site |
6. Usage and communication charges
SMS, telephone, email, storage, backup, bandwidth, API, domain, certificate and third-party usage may be billed by bundle, unit or actual supplier consumption. Unless included in an Order, overages are charged at our then-current published or supplier-linked rate.
Unused monthly allowances do not roll over unless the Order expressly states otherwise. We may require a prepaid balance or usage cap where third-party consumption could create material exposure.
7. Late payment and debt recovery
For qualifying business debts, we may charge statutory interest at eight percentage points above the Bank of England reference rate, fixed compensation of £40, £70 or £100 depending on the debt value, and additional reasonable recovery costs. We may also recover court fees, legal costs, tracing costs and enforcement charges to the extent permitted by law.
Payment reminders, suspension warnings and debt collection do not waive our rights. Part payment is applied first to recovery costs, then interest, then the oldest principal debt unless law requires otherwise.
8. Price reviews
Recurring Charges may be reviewed in accordance with the Master Terms. Project quotations are normally valid for 30 days. Estimates are not fixed prices and may change if scope, assumptions, access, quantities, supplier costs or site conditions change.
9. VAT and expenses
VAT is added at the prevailing rate. Expenses are recharged at cost unless a handling percentage is stated. Foreign-currency supplier charges may include card, banking and conversion fees.
Legal notices
Formal notices must be sent using the notice method stated in the applicable Order or through the authenticated customer portal. Where no method is stated, notices may be delivered to the registered office above. Operational support messages are not formal legal notices unless expressly identified as such.
Contracting entity: DM Digital UK Services Ltd, company number 17166861, registered office Hoults Yard, Mailing Exchange, Walker Road, Newcastle upon Tyne, NE5 2HL, United Kingdom.