We have added a new section clarifying engineer visits and missed appointments. The confirms the "point of no return" for rearranging appointments, and clarifies compensation either way when an appointment is missed. We have also added two additional reasons for charging an admin fee (£5+VAT). We hope you think these are reasonable. It is a bit of a shame that such things are necessary. We think it is not fair for such costs to be part of our overheads and so affect the price for everyone else who is being reasonable. 1. If you send us a bogus invoice which we validly reject (e.g. trying to invoice us for a delayed install when we do not guarantee install dates). Also for each further exchange of correspondence on such invoices. 2. If you attempt to take us to ADR when you are not entitled to (e.g. if you have not followed our complaints procedures, or you are a company of more than 10 staff, or you are, or have said you are, a communications provider). We will also charge any fees we end up paying as a result of such an attempt if accepted by the ADR provider. Any questions, please let us know.