What we agree to before we start.

1. What these terms cover

These terms apply to anything we install or service for you — single splits, multi-splits, ceiling cassettes, heat pumps, repairs, annual service plans. They also cover the desktop-survey process even when no install follows. By accepting a quote from us in writing (email or signed paper) you're agreeing to these terms.

If you've signed a separate written contract with us — typically for commercial work above £15,000 — that contract overrides anything inconsistent in here.

2. Quotes and pricing

• Quotes are valid for 30 days from the date issued. After 30 days unit prices, refrigerant cost or labour rates may have moved and we'd need to re-quote.
• Quotes are based on the survey information you've given us — photos, measurements, EPC. If something material is different on the day of install (the wall is solid not cavity, the outdoor location is inaccessible, the route needs core-drilling through stone), we'll stop, explain the cost change, and only proceed with your written agreement.
• Quotes are fixed-price for the scope they cover. We don't add charges at the end for "extra time" or "consumables" — those are baked into the quote.
• VAT is shown separately. Domestic installs are 20% VAT; some heat-pump and energy-efficiency work qualifies for 0% VAT under the current scheme — we'll flag this on the quote where it applies.

3. The install

• We'll agree an install date in writing, and confirm 48 hours in advance. We arrive within an agreed window, usually 8:00–9:00am.
• You need to give us safe access — a clear path to the install location, parking within reasonable distance, and someone over 18 on site for the duration of the work or a key arrangement we've agreed.
• We'll lay dust sheets, hoover up after ourselves, and remove all packaging from site. If you've asked us to dispose of an old unit, we'll do that under the WEEE regulations and bring you the disposal certificate.
• Commissioning paperwork (the F-Gas record, the manufacturer warranty registration, the handover pack) is provided by email within 48 hours of completion.
• If we cause any damage to your property — a chip in the plaster, a smudge on the wall — we'll fix it at our cost. Tell us the same day or the day after and we'll come back.

4. Payment

• For installs under £5,000 we ask for a 30% deposit on acceptance, the balance on completion. Card or bank transfer — no cash.
• For installs over £5,000 we use staged payments: 25% on acceptance, 50% on the day work starts, 25% within 7 days of completion.
• Service-plan customers pay annually in advance, by direct debit or bank transfer, the month before the visit is due.
• Late payment after 30 days incurs interest at the statutory rate (Bank of England base + 8%, currently 13%). We'd rather not, so we don't.

5. Warranties

• Workmanship warranty: 5 years on labour. If something we did goes wrong — the install isn't quite right, a bracket fails, a pipework run leaks at a joint we made — we come back and fix it at no charge for 5 years from completion.
• Manufacturer warranty: 5 years on Daikin, Mitsubishi and Toshiba units, extending to 7 years on the Daikin Perfera and Stylish series under the D1+ scheme. We register the warranty for you at install. The warranty is contingent on annual servicing — if you skip a year, the manufacturer voids it. Our service plan keeps you covered.
• Heat pump warranty: 5 years on the unit (Daikin Altherma, Mitsubishi Ecodan, Toshiba Estia), 2 years on cylinders, 1 year on ancillary components (pumps, valves).
• Warranty doesn't cover damage from misuse, third-party tampering, lightning strikes, flood, or anything outside the unit's spec (running outside its design temperature range, for example).

6. Service plans

• Annual visits are scheduled the same calendar month each year. We confirm two weeks in advance and give you a 4-hour window.
• If you miss a service we'll chase up to twice; after that we treat the plan as lapsed. The manufacturer warranty also lapses at this point — both can be reinstated by booking a "first visit" diagnostic at £95.
• The plan price is fixed for the contract year. Price reviews happen at renewal, not in-year.
• Service-plan customers go to the front of the queue for breakdown calls (no callout charge — just time and parts) and pay 10% less on any out-of-warranty repair.

7. Cancellation

• You have a 14-day right to cancel any consumer install contract under the Consumer Contracts Regulations. If we've already started work in that window with your written agreement, you'll owe us the proportionate cost of the work done plus any non-recoverable parts.
• Outside the 14-day window: cancellation more than 7 days before the install date is fine, deposit refunded. Less than 7 days, we keep the deposit (we've already scheduled and ordered parts).
• We can cancel an install if a survey reveals something we can't safely or legally do (asbestos in a wall we'd need to drill through, a listed-building issue we hadn't been told about). Full refund of the deposit; we'd help you find a contractor who can.

8. Complaints

If something's wrong — workmanship, paperwork, anything — we want to know.

1. Email [email protected] with the issue. We acknowledge within two working days and aim to resolve within ten.
2. If we can't resolve it directly, we're an Elite member of REFCOM, the trade body for refrigeration and air-conditioning contractors. Their complaints procedure provides independent review of any technical or contractual dispute. Contact refcom.org.uk/complaints.
3. For a wider consumer route you can also use the Centre for Effective Dispute Resolution (CEDR) under the Alternative Dispute Resolution regulations — we'll provide their contact details on request.

9. Liability

We carry £5 million public liability insurance and £2 million product liability insurance. Certificates available on request before install.

Our financial liability is capped at the value of the contract — we'll fix what we got wrong, but we don't underwrite consequential losses (a wedding photographer's lost session because their studio AC failed mid-shoot, for example). Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraud — those are unlimited by law.

10. Governing law

These terms are governed by the law of England and Wales. Any dispute that doesn't resolve through the complaints procedure above goes to the courts of England and Wales.