Terms of service

Consumer terms of sale

These terms apply to consumer purchases. For purchases made wholly or mainly for business purposes, read our Business terms of sale. See also our Returns and refunds policy.

Plain-English summary (not a substitute for the full terms below). If you buy from us online as a consumer, you normally have 14 days after your order arrives to change your mind and cancel, for most products. You return the item at your own cost, and we refund you — including the basic outbound delivery charge — once we have it back (or you show proof you have posted it); we may reduce the refund for any use or damage beyond a normal inspection, and we may hold the refund until the goods (or proof of posting) reach us, unless we have offered to collect them. A few things are different: items we genuinely build or personalise to your specification cannot be cancelled, and a service you ask us to start within the 14 days may be charged for what we have supplied (see paragraph 7.9). We tell you on the product page, before you buy, where an item is made to your specification. Separately, and whatever the item, if it is faulty or not as described you have the legal rights in section 8, which we do not limit.

1. Who we are and who these terms are for

1.1 These Terms and Conditions of Sale (“Terms”) govern the sale of goods and services by Seneca Enterprise Ltd (“we”, “us”, “our”) to consumers — that is, individuals buying wholly or mainly for purposes outside a trade, business, craft or profession.

1.2 We are Seneca Enterprise Ltd, a company registered in England and Wales under company number 16047365, registered office 71–75 Shelton Street, Covent Garden, London WC2H 9JQ. Our online shop is at shop.senecaenterprise.com. You can contact us at info@senecaenterprise.com or on +44 (0)151 453 5915.

1.3 If you are buying in the course of a business, these Terms do not apply to you; your purchase is governed instead by our Terms of Sale (business customers). You are buying as a business if you are acting wholly or mainly for purposes relating to your trade, business, craft or profession. Giving a company name or VAT number is relevant to this but does not by itself decide it; if in fact you are a consumer, these Terms apply to you, whatever details you gave at checkout.

1.4 Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable law. Where any term conflicts with those rights, your statutory rights prevail.

2. These terms and how to read them

2.1 Please read these Terms before you place your order. By placing an order you confirm that you accept these Terms.

2.2 We may change these Terms from time to time; the version that applies to your order is the version published on our shop when you place it. We keep dated versions.

3. How a contract is formed

3.1 Our shop and any quotation is an invitation to buy, not an offer. Your order is an offer to buy.

3.2 A contract is formed only when we send you an order confirmation or dispatch confirmation. If we cannot accept your order (for example, the item is out of stock, mispriced, or we cannot supply to your location) we will tell you and will not charge you, or will refund any payment taken.

3.3 Our right to refuse or cancel an order. We may decline or cancel an order before we accept it, and may cancel an order after acceptance but before dispatch, where: there is an obvious error in the price or description of the item; we are unable to verify your identity, address or payment; we reasonably suspect fraud; we cannot lawfully supply the item to you or to your location (including export, sanctions or licensing restrictions); or the order is for resale. If an item you ordered turns out to be unavailable, we will contact you and offer an alternative, a later delivery, or a full refund, whichever you prefer. If we have taken payment for a cancelled order, we will refund it in full. Cancelling an order under this paragraph does not affect any other rights you have in law, and we will not refuse an order on any ground that would amount to unlawful discrimination.

4. Price and payment

4.1 Prices are shown on the shop and include VAT at the applicable rate. The price you pay is the price displayed when you place your order.

4.2 Delivery charges are shown separately before you pay and are added to the price of the goods.

4.3 For one-off purchases, payment is taken when you place your order. Where a product is sold on a recurring (subscription) basis, the billing frequency, recurring price, any minimum term and how to cancel are shown on the product page before you buy and in your confirmation; your statutory cancellation rights in section 7 still apply. Ownership of goods passes to you on full payment or on delivery, whichever is later; risk in goods passes to you on delivery.

5. Delivery

5.1 We will deliver to the address you give at checkout. We will tell you an estimated delivery date or period. Unless we agree otherwise, we will deliver without undue delay and in any event within 30 days of the contract being formed.

5.2 If delivery is delayed by an event outside our reasonable control, we will contact you and take reasonable steps to limit the delay. This does not affect your right to end the contract and receive a full refund if we miss a delivery deadline that was essential, or if we fail to deliver within 30 days or within any further reasonable period you then give us.

5.3 If no one is available to take delivery, the carrier will leave a note on how to rearrange delivery or collect.

6. Nature of the goods — coverage and performance

6.1 We describe each item on its product page. Please read the description, specifications and any coverage or compatibility notes before ordering.

6.2 Signal boosters and repeaters amplify an existing mobile signal; they cannot create coverage where there is no usable outside (donor) signal, and they cannot improve the capacity or speed of the mobile network itself. Real-world data speed depends mainly on the quality of the donor signal (for example signal-to-noise ratio) and on the mobile network, which are outside the product and outside our control. Provided an item works to its published specification, variation in speed or coverage caused by the external mobile network is not, by itself, a fault in the product. This paragraph describes what the goods do; it does not affect your rights if the goods do not match their description, any representation we made, or a particular purpose you made known to us, expressly or by implication, where you relied on our skill or judgment (section 8).

6.3 Private network equipment, SIMs and connectivity may require you to hold, or to obtain, the appropriate spectrum authorisation or network configuration. Where use of an item depends on a licence, authorisation or compatible network, this is stated on the product page before you order.

7. Your right to cancel (changing your mind)

7.1 You normally have the right to cancel. If you are a consumer buying at a distance, you may cancel most orders within 14 days, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Paragraphs 7.4 to 7.10 explain how this works.

7.2 Exceptions. The 14-day right to change your mind does not apply to: (a) goods genuinely made to your specification or clearly personalised. A standard product is not excepted merely because we order it in, prepare it, configure it or combine standard stock components after you buy; (b) a service that has been fully performed, where you asked us to begin it within the 14-day period and acknowledged that you would lose the right to cancel once it was complete; and (c) any other case the Regulations exclude. We tell you on the product page, before you order, where an item falls within (a) or needs to be started as a service.

7.3 Exceptions aside, the right in 7.1 applies to our products, including signal boosters and other standard equipment. In all cases your rights if an item is faulty or not as described (section 8) are unaffected and apply to every item, including made-to-specification items.

7.4 The cancellation period. For goods, it ends 14 days after the day you (or someone you nominate, other than the carrier) receive the goods, or the last item of a multi-part order. For a service, it ends 14 days after the day the contract is formed.

7.5 How to cancel. Tell us clearly before the period ends — by email to info@senecaenterprise.com, or by any other clear statement that you are cancelling. You may use the model cancellation form at the end of these Terms, but you do not have to. You can cancel at any time after placing your order, including before the goods are delivered. We will acknowledge your cancellation and give you the address to return any goods to.

7.6 Returning the goods. You must send the goods back without undue delay and in any event within 14 days of telling us you are cancelling. You may handle and inspect the goods as you reasonably would in a shop. Please return them complete and in suitable protective packaging; returning an item without its original packaging does not cancel your right to a refund, but it may affect any deduction under paragraph 7.8.

7.7 Cost of return. You are responsible for the direct cost of returning the goods. We recommend a tracked and insured service, and you should take reasonable care of the goods until they reach us.

7.8 Deduction for diminished value. We may reduce your refund to reflect any loss in value of the goods caused by handling them more than was necessary to establish their nature, characteristics and functioning (that is, more than you could in a shop) — for example signs of use or damage. Any deduction reflects the actual loss in value; it is not a fixed fee or an automatic charge for missing packaging.

7.9 Services started in the cancellation period. If you made an express request for us to begin a service within the 14-day period, and we gave you the required cancellation information before you ordered, and you then cancel, you must pay a proportionate amount for the service we supplied up to the point you cancel. If we did not give you that information, or you did not expressly ask us to begin before the period ended, you have nothing to pay for service supplied during the cancellation period. If the service has been fully performed in the circumstances described in paragraph 7.2(b), you lose the right to cancel it.

7.10 Refunds (change of mind). We refund the price you paid for the cancelled goods, plus the basic (least expensive) outbound delivery charge we offered — not the extra cost of any premium or express delivery you chose. We refund using the same payment method you used, with no fee, without undue delay and in any event within 14 days of receiving the goods back or (if earlier) the day you provide proof that you have sent them. For goods, we may withhold the refund until we have received them back or you have supplied proof of posting, whichever is earlier. Where we have offered to collect the goods, or where there are no goods to return (for example a cancelled service), we refund within 14 days of the day you told us you were cancelling.

7.11 No additional returns scheme. We do not offer goodwill returns, discretionary change-of-mind exchanges or an extended returns period. Where no statutory right or express contractual remedy applies, we do not accept a return or cancellation. This does not affect your statutory rights under section 8.

8. If there is something wrong with the goods (your legal rights)

8.1 Under the Consumer Rights Act 2015, the goods we supply must be of satisfactory quality, fit for their purpose (including any particular purpose you made known to us, expressly or by implication, where you relied on our skill or judgment), and as described. These rights cannot be excluded or limited.

8.2 Short-term right to reject. If an item is faulty or not as described, you have 30 days to reject it and get a full refund. This period normally runs from delivery; where we must install or set the goods up before you can use them, it runs from when that is done. The period pauses from when you ask us to repair or replace the item, or we agree to; if a repair or replacement is then unsuccessful, you have at least 7 days from that point to reject the goods, if that is longer than the time remaining in the 30-day period.

8.3 Repair or replacement. After 30 days, if an item develops a fault, you may ask us to repair or replace it, free of charge. If a repair or replacement is unsuccessful, cannot be done, or is not done within a reasonable time and without significant inconvenience, you are entitled to a price reduction or to reject the goods for a refund (which, after the first six months, may take into account the use you have had). During the first six months, a fault that appears is treated as having been present at delivery, unless we show otherwise.

8.4 To exercise these rights, contact us at info@senecaenterprise.com with your order number and a description of the problem. For a faulty-goods return, we will cover the reasonable cost of returning the item. We may ask you to carry out basic checks, or to let us inspect or test the item, to establish whether it is faulty or whether the issue is caused by the external mobile network (see paragraph 6.2); we will not use this to obstruct or unreasonably delay a valid rejection.

8.5 Faulty-goods refunds. Where you are entitled to a refund under this section, we make it without undue delay and in any event within 14 days of agreeing that you are entitled to it, using the same payment method you used, with no fee.

8.6 Manufacturer guarantees. Where an item carries a manufacturer’s guarantee or warranty, its existence and main conditions are stated on the product page before you order, and the full details are provided in the documentation supplied with the item. The period and terms vary by product and manufacturer. Any such guarantee is in addition to, and does not affect, your legal rights in this section 8.

9. Our responsibility to you

9.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

9.2 We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for any breach of your statutory rights in relation to the goods or services.

9.3 We supply goods to you for private and domestic use. To the extent you use them wholly or mainly for a business purpose, we are not liable to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

10. Services and use of connectivity and radio equipment

10.1 Any service we supply (for example connectivity or activation) will be carried out with reasonable care and skill. Where we have not fixed a price or time in advance, the service will be at a reasonable price and within a reasonable time. If a service does not meet these standards, you may ask us to perform it again where that is possible, or you may be entitled to a price reduction.

10.2 You must use any SIM, connectivity, signal booster, repeater or radio equipment lawfully, in accordance with the product documentation and any applicable Ofcom licence-exemption conditions or authorisation. You must not modify equipment in a way that makes it non-compliant, or resupply it other than as permitted.

11. Your personal information

11.1 We handle your personal information in accordance with our Privacy Policy, available at shop.senecaenterprise.com/policies/privacy-policy.

12. Complaints, disputes and governing law

12.1 If you have a problem, please contact us first at info@senecaenterprise.com or +44 (0)151 453 5915 and we will try to resolve it. We aim to acknowledge complaints promptly and to resolve them as quickly as we can. When we give you our final response to a complaint, we will tell you about any alternative dispute resolution (ADR) or other arrangements available to you. For connectivity or communications services, a separate, mandatory complaints and ADR scheme applies, and we will tell you how to use it.

12.2 These Terms are governed by the law of England and Wales. You may bring legal proceedings in the courts of England and Wales; if you live in Scotland you may bring proceedings in Scotland, and if you live in Northern Ireland you may bring proceedings in Northern Ireland.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract. You do not have to use it — any clear statement that you are cancelling is enough.)

To: Seneca Enterprise Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, or info@senecaenterprise.com.
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods / for the supply of the following service:
— Order number: ____________________
— Ordered on / received on: ____________________
— Name of consumer(s): ____________________
— Address of consumer(s): ____________________
— Signature of consumer(s) (only if this form is sent on paper): ____________________
— Date: ____________________