Purchase Policy
1. Quotes and Invoicing: All custom installations and hardware deployments begin with a formal, itemised quote valid for 14 days. Acceptance of the quote requires a signature or digital confirmation. Invoices for hardware must be paid in full prior to the scheduling of on-site installation, unless a hardware leasing agreement is explicitly in place.
2. Subscription and Managed Service Fees: Recurring services (such as Social Media Management, Managed IT, and automated website hosting) are billed monthly in advance. Failure to pay recurring invoices within 7 days of the due date may result in a temporary suspension of services or POS network access.
3. Installation and Deployment Upon hardware purchase, our team will schedule a deployment date. If our technicians arrive and the site is inaccessible or unsafe, a rescheduling fee may apply. Digital Emergency retains the title to all physical hardware until the final invoice is paid in full.
4. Hardware Leasing If you choose to lease POS or CCTV equipment rather than purchase it outright, the hardware remains the property of Digital Emergency. At the end of the lease term, you may upgrade to new hardware, return the equipment, or purchase it at a depreciated fair market value.
Return and Refund Policy
1. Hardware Returns (B2B): As our services are provided business-to-business (B2B), standard consumer cooling-off periods do not automatically apply. However, if any purchased hardware (such as POS terminals or cameras) is delivered dead-on-arrival (DOA) or critically malfunctions within the first 30 days, we will replace the hardware immediately at no additional cost.
2. Hardware Warranties: Beyond the initial 30 days, all TP-Link and VIGI enterprise cameras come with a standard manufacturer warranty of up to 3 years. Digital Emergency will act as your liaison to facilitate any RMA (Return Merchandise Authorisation) processes, ensuring you receive replacement hardware with minimal operational downtime.
3. Digital Services and Marketing: Due to the labour-intensive nature of digital marketing, content creation, and custom web development, all payments for digital services already rendered are non-refundable. If you wish to cancel a monthly digital marketing or IT management retainer, we require a standard 30-day written notice.
4. Return Process: To initiate a hardware return or report a fault, contact your dedicated account manager or email support@digitalemergency.com with your serial number and a description of the fault. We will dispatch a technician for an on-site diagnostic or provide a prepaid shipping label for the return of portable POS units.
Maintaining a transparent, fair relationship with our clients is essential to the Digital Emergency ethos. We are committed to ensuring that if your technology fails, our response does not.