Definitions

In these Terms:

“Airconcool”, “we”, “us” or “our” means Airconcool Limited and its employees, engineers, subcontractors or authorised representatives.

“Customer”, “you” or “your” means the person, business, company, landlord, managing agent or other party instructing us to carry out works.

“Works” means any installation, service, maintenance, inspection, call-out, diagnostic, repair, commissioning or other work carried out by us.

“Quotation” means a written quotation issued by us setting out the proposed works, equipment, price and any specific inclusions or exclusions.

“Estimate” means an approximate price indication given before a full survey, inspection or confirmation of final details.

“Equipment” means any air conditioning units, heat pump equipment, pipework, controls, pumps, brackets, trunking, materials, parts or accessories supplied or installed by us.

“Site” means the property, building or location where the works are to be carried out.

Application of These Terms

These Terms apply to all work carried out by Airconcool unless otherwise agreed in writing.

If there is any conflict between these Terms and a written quotation, the specific wording in the quotation will take priority for that particular job.

Any change to these Terms must be agreed by us in writing.

These Terms do not affect any statutory rights you may have as a consumer.

Acceptance of Quotation and Terms

A quotation is accepted once the customer confirms approval in writing, pays a deposit, confirms an installation date, or otherwise instructs us to proceed.

By accepting the quotation, the customer confirms that they have read, understood and agreed to these Terms and Conditions.

Once accepted, the quotation becomes the agreed scope of works. Any changes requested after acceptance, and especially after works have started, may be subject to additional charges.

Quotations, Estimates and Pricing

All quotations are based on the information available to us at the time of issue.

Unless stated otherwise, quotations are valid for 30 days from the date of issue.

A quotation is not confirmed until we have received written acceptance and any required deposit or payment.

Any online calculator, website estimate, verbal estimate, email estimate or price range provided before a site survey is indicative only and may change after inspection of the property, access, pipe routes, equipment requirements, electrical requirements, drainage, scaffolding requirements or any other relevant detail.

We reserve the right to revise a quotation if the scope of works changes, the site conditions are different from those described or expected, additional access equipment, scaffolding, electrical work, drainage work or making good is required, equipment prices or supplier costs change before acceptance, or further information becomes available after survey or during installation.

Customer Responsibilities

The customer is responsible for ensuring that we have safe and reasonable access to the property and all working areas; the working area is clear of furniture, valuables, fragile items and obstructions; suitable parking is arranged for our engineers within a maximum of 10 minutes’ walking distance from the property; parking permits, visitor permits, loading access, congestion charge arrangements or site access arrangements are made where required; children, pets and vulnerable persons are kept away from work areas; permission has been obtained for the works to proceed; and any landlord, freeholder, leaseholder, managing agent, council, planning, listed building, conservation area or building control permission has been obtained where required.

The customer is also responsible for ensuring that the proposed outdoor unit location is acceptable to any relevant property owner, freeholder, landlord, managing agent or local authority, and that any asbestos, structural concerns, concealed services or known building issues are disclosed to us before works start.

We are not responsible for delays, additional costs or cancellation charges caused by missing permissions, lack of access, unsafe working conditions, parking issues, undisclosed building issues, or restrictions imposed by third parties.

Parking and Access

The customer is responsible for arranging suitable parking for our engineers within a maximum of 10 minutes’ walking distance from the property.

If suitable parking is not available, any additional parking charges, permit costs, congestion charges, delays or extra time required may be chargeable.

If parking or access issues prevent us from starting or continuing the works, we may need to reschedule the visit and reasonable charges may apply.

Site Conditions and Safety

All works are subject to safe access and suitable working conditions.

We may refuse to start or continue work if we consider the working area unsafe, unsuitable or inaccessible.

Where working at height is required, suitable ladders, scaffold towers, scaffolding, access platforms or other safe access equipment may be needed. Unless specifically included in the quotation, the cost of scaffolding, scaffold towers, lifting equipment or specialist access equipment is excluded.

If additional access equipment is required after survey or during works, this will be quoted separately where possible.

We are not liable for delays caused by weather, unsafe access, scaffold delays, supplier delays, parking restrictions, site restrictions, building works by others, or other matters outside our reasonable control.

Prices, VAT and Additional Costs

Prices are as stated in the quotation.

Domestic air conditioning installations may qualify for zero-rated VAT where the works meet the relevant VAT rules. Where VAT is applicable, it will be charged at the prevailing rate.

Commercial works, servicing, repairs, maintenance and other non-qualifying works will normally be subject to VAT at the applicable rate.

Unless stated otherwise, the quotation excludes scaffolding, access towers, lifting equipment or crane hire; electrical supply from the fuse board; making good, plastering, painting, decorating, boxing-in or specialist finishes; roofing works, waterproofing or making good roof penetrations; planning applications, landlord/freeholder fees or building control fees; parking charges, congestion charges, ULEZ charges or permits; out-of-hours working; removal or alteration of existing services unless specified; specialist structural works, asbestos works or builder’s works; and any works not expressly stated as included.

Any additional work requested by you or required due to site conditions will be charged separately and agreed before proceeding where reasonably possible.

Payment Terms

Payment terms will be stated in the quotation or invoice.

Unless otherwise agreed in writing, installation works usually require a deposit to secure the booking and order equipment, with the balance payable on completion.

For domestic installation works, our standard payment structure is normally a deposit payable on acceptance of quotation and the final balance payable on completion of installation and commissioning.

For commercial works or larger projects, staged payments may apply as set out in the quotation.

Invoices are payable immediately unless different payment terms are agreed in writing.

We reserve the right to pause works, withhold commissioning documents, withhold warranty registration support, or postpone further visits where payment is overdue.

For business customers, we reserve the right to charge statutory interest and recovery costs on late payments, where applicable.

Deposits, Cancellations and Rescheduling

Deposits are used to secure installation dates, allocate labour, order equipment and reserve materials.

If you cancel after accepting the quotation, we may retain or charge a reasonable amount to cover costs and losses already incurred, including administration, survey time, ordered materials, supplier restocking charges, special-order equipment, allocated labour and loss of booked installation time.

If the customer cancels the agreed installation within 7 days before the scheduled start date, we may retain or charge up to 10% of the total quoted amount to cover administration, allocated labour, lost booking time, ordered equipment, materials, planning and other reasonable costs incurred. Any remaining deposit balance will be refunded, subject to deduction of any costs already incurred.

This 7-day cancellation charge will not apply where the job was agreed to be carried out within the next 7 days and the customer cancels within the first 24 hours after accepting the quotation or confirming the booking.

If the customer cancels the agreed installation within 24 hours of the scheduled start time, we may retain or charge up to 20% of the total quoted amount to cover short-notice cancellation, allocated labour, lost booking time, ordered equipment, materials, subcontractor arrangements, access arrangements and other reasonable costs incurred.

This 24-hour cancellation charge will not apply where the job was booked to take place within the next 24 hours and the customer cancels within 2 hours of accepting the quotation or confirming the booking.

Installation dates may be rescheduled by agreement, subject to availability.

For service, maintenance and repair visits, cancellations or rescheduling with less than 24 hours’ notice may be chargeable, especially where an engineer has already been allocated or is on route.

Consumer Cancellation Rights

If you are a consumer and the contract is agreed at a distance, online, by phone, by email, or away from our business premises, you may have a legal right to cancel within 14 days, unless an exemption applies.

If you want us to begin work within the 14-day cancellation period, you must clearly request this. By doing so, you agree that if you later cancel, you may have to pay for works carried out, materials ordered, equipment supplied, and reasonable costs incurred before cancellation.

Where goods have been installed, altered, used, damaged, specially ordered or made unsuitable for resale, deductions may apply to the extent permitted by law.

Nothing in these Terms removes or limits your statutory consumer rights.

Installation Works

Installation works will be carried out in accordance with the quotation and agreed scope.

Unless otherwise stated, installation may include supply of the agreed indoor and outdoor air conditioning units; standard refrigerant pipework and interconnecting cable route; external trunking where quoted; standard brackets or mounting feet where quoted; condensate drain route where agreed; commissioning and basic handover.

Installation does not include making good, plastering, decorating, boxing-in, roof waterproofing, specialist finishes, relocation of existing services, structural works, planning applications, landlord approvals or other third-party permissions unless specifically stated.

Pipe routes, unit positions and outdoor unit locations are agreed based on survey information. Minor adjustments may be required on site depending on joists, pipe routes, drainage, access, obstructions, hidden services or building conditions.

We will take reasonable care when drilling, fixing, routing pipes and carrying out works, but some minor disturbance to walls, ceilings, floors, paintwork, render, tiles, brickwork, decorations, gardens, paving or finishes may be unavoidable. Making good is excluded unless specifically included in the quotation.

Changes Requested After Works Have Started

Any changes, additions or special requests made by the customer after works have started may be chargeable.

If a change or request causes the works to extend into an additional day, we may charge a full additional day rate, regardless of the size of the change, where the change prevents the works from being completed within the original planned programme.

The additional day rate may be up to £1,000 per day for a two-person team or £600 per day for a one-person visit.

This may apply where changes affect pipe routes, unit positions, outdoor unit locations, drainage, trunking routes, access arrangements, electrical requirements, decorative preferences, or any other part of the agreed scope.

We will advise the customer as soon as reasonably possible if a requested change is likely to result in additional charges.

Electrical Works

Electrical works are included only where specifically stated in the quotation.

Where a system can be powered from a suitable local 13A socket, this may be included where stated.

Where a dedicated supply from the fuse board, consumer unit, isolator, upgraded circuit, RCD protection or other electrical works are required, this will be quoted separately unless included in the quotation.

Any existing electrical supply must be safe, suitable and compliant. If an existing supply is found to be unsuitable, additional electrical work may be required at extra cost.

Electrical works may be carried out by our electrician or by a third-party electrician arranged on the customer’s behalf. If you appoint your own electrician, they must complete the required supply before our installation date and ensure it meets the required specification.

We are not responsible for delays, return visits or additional costs caused by incomplete, unsafe or unsuitable electrical supplies provided by others.

Condensate Drainage and Pumps

Where possible, condensate drainage will be arranged by gravity fall.

Where gravity drainage is not possible, a condensate pump may be required. Pumps can produce some operational noise and may require maintenance or replacement during the life of the system.

Unless stated otherwise, condensate pumps, pump accessories and third-party components are subject to their own manufacturer or supplier warranty and may not carry the same warranty period as the main air conditioning unit.

Blocked drains, pump failures caused by lack of maintenance, dirt, slime, poor usage conditions, accidental damage or third-party interference are not covered under standard installation warranty unless caused by our installation workmanship.

After the first year, condensate pumps and third-party items will not be covered by our standard parts warranty if annual servicing has not been carried out by Airconcool or our approved agents.

Scaffolding and Access Equipment

Where scaffolding, scaffold tower or specialist access equipment is required, it will be clearly stated in the quotation if included.

If scaffolding or access equipment is excluded, any price provided for it is an estimate only unless confirmed in writing.

Where we arrange scaffolding or a scaffold tower on behalf of the customer, the customer agrees to allow up to 2 weeks from the date of our completion for the scaffolding to be removed.

Scaffold removal is subject to the scaffolding company’s availability, weather conditions, access and scheduling.

We will make reasonable efforts to arrange removal as soon as possible, but we are not liable for inconvenience, delay, loss of use, or any third-party issue caused by the scaffolding remaining in place during this period.

Scaffold dates and prices are subject to availability from the scaffolding provider.

We are not responsible for delays caused by scaffolding providers, weather, access restrictions or third-party changes.

Third-Party Contractors

Where electricians, scaffolders, roofers, builders, plumbers, decorators, access companies or other third-party contractors are required, they may be arranged by you or, where agreed, by us.

Where we arrange an electrician, scaffolder, roofer, builder, plumber, decorator, access company or any other third-party contractor on the customer’s behalf, we do so to assist with the overall project.

The customer acknowledges that these third-party contractors remain responsible for their own workmanship, services, advice, materials, safety, delays and any defects in their work.

Airconcool is not liable for the work, omissions, delays, damage, defects, charges or conduct of any third-party contractor, even where we have helped arrange or coordinate them.

Any issues relating to third-party work may need to be raised directly with the relevant contractor, although we will assist where reasonably possible.

Where the customer appoints their own third-party contractors, the customer is responsible for ensuring their work is completed on time and to the correct specification.

We are not responsible for delays, defects or additional costs caused by third-party contractors appointed by the customer.

Rubbish and Waste Removal

We will remove installation-related rubbish and packaging within a reasonable time after completion.

The customer agrees to allow us up to 5 working days from completion to arrange collection and removal of rubbish, unless otherwise agreed in writing.

Rubbish may be left in a suitable agreed location for collection, provided it does not create an unreasonable obstruction or safety risk.

Commissioning and Handover

On completion, we will commission the system and test its basic operation.

We will provide a handover, including basic operating instructions.

Any commissioning sheet, warranty document, certificate or completion report will be provided after completion and payment, where applicable.

If full commissioning cannot be completed due to missing electrical supply, incomplete works by others, lack of access, low ambient conditions, missing permissions, or other matters outside our control, a return visit may be chargeable.

Servicing and Maintenance

Regular servicing is recommended to keep the system operating efficiently, safely and in line with manufacturer warranty requirements.

A standard service visit may include cleaning or washing filters; checking indoor and outdoor units; checking basic operation in heating and/or cooling; checking temperature performance; checking drains and condensate pump operation where accessible; visual inspection of pipework, insulation and electrical connections; cleaning accessible parts of the indoor and outdoor unit; and identifying obvious faults or maintenance issues.

Unless specifically stated, a service visit does not include replacement parts; repairs; deep chemical cleaning; pump replacement; refrigerant leak repair; refrigerant recovery or recharge; major strip-down works; access equipment or scaffolding; cleaning inaccessible parts; works caused by poor installation by others; or works required due to lack of previous maintenance.

If faults are found during servicing, repairs will be quoted separately.

Service Contracts and Extended Warranty

Where a maintenance contract is agreed, the scope, frequency and price will be set out in the quotation or service agreement.

Extended manufacturer or supplier warranties may depend on annual servicing being carried out by Airconcool or an approved contractor.

If annual servicing is missed, delayed or carried out by others without suitable records, the extended warranty may be reduced, refused or invalidated by the manufacturer or supplier.

It is the customer’s responsibility to ensure servicing is booked within the required interval.

Repairs and Call-Outs

Repair and call-out visits are normally diagnostic in nature unless a specific repair has already been agreed.

A call-out charge covers attendance and investigation for the agreed period. It does not guarantee that the fault will be repaired within that period.

Additional labour, parts, materials, refrigerant, access equipment, parking, congestion charges or return visits may be chargeable.

We will advise you of the likely repair cost before proceeding where reasonably possible.

Some faults cannot be fully diagnosed until the system is opened, tested, pressure tested, leak tested or run under certain conditions. Further faults may become apparent after an initial repair.

We are not responsible for unrelated faults, pre-existing defects, poor installation by others, lack of maintenance, blocked drains, failed pumps, manufacturer defects, obsolete parts or faults caused by misuse, incorrect settings, power supply issues, water damage, accidental damage, third-party interference or external conditions.

If parts are obsolete, unavailable or delayed, we are not responsible for supplier delays or inability to repair.

Repair Warranty

Any warranty on repairs applies only to the specific part replaced or specific repair carried out by us.

Unless otherwise stated, repair labour is warranted for 90 days and replacement parts are subject to the manufacturer or supplier warranty.

Repair warranty does not apply where the system has other unrelated faults; the fault is caused by another component; the system has been tampered with or worked on by others; the issue is caused by lack of maintenance; filters, drains, coils or pumps are blocked or dirty; the fault is due to power supply issues, misuse, physical damage, weather damage, water damage or external causes; or the system is old, poorly installed, heavily worn or beyond economical repair.

If we attend for a warranty repair and the issue is found not to be related to our previous work, a call-out charge may apply.

Manufacturer Warranty and Installation Warranty

Unless otherwise stated in the quotation, new installations supplied and installed by us are covered by 3 years parts warranty and 1 year labour warranty.

Extended parts warranty of up to 7 years may be available on selected brands where the system is serviced annually by Airconcool or our approved agents, and where the manufacturer or supplier conditions are met.

Manufacturer warranty covers qualifying parts only and does not always include labour, access equipment, scaffolding, consequential losses, decoration, making good, or works unrelated to the failed part.

The standard 3-year parts warranty applies to the main air conditioning equipment supplied and installed by us. It does not automatically include condensate pumps, pump accessories, third-party controls, electrical accessories or other third-party items after the first year if annual servicing has not been carried out by Airconcool or our approved agents.

Warranty does not cover lack of servicing or poor maintenance; blocked filters, blocked drains or dirty coils; condensation pump failure caused by dirt, blockage or lack of maintenance; misuse, incorrect operation or incorrect settings; damage caused by third parties; accidental, malicious or physical damage; power supply issues or electrical faults not caused by us; water damage, storm damage, freezing, overheating or environmental damage; corrosion caused by unsuitable environments; pest damage; systems moved, altered or repaired by others; faults caused by installation, parts or equipment supplied by others; consumables, batteries, filters, remote controls or accessories unless stated.

Warranty starts from the date of completion, commissioning or final invoice, whichever is earliest, unless stated otherwise.

Warranty support is subject to full payment having been received.

Equipment Ownership and Risk

Equipment and materials supplied by us remain our property until paid for in full.

Risk in the equipment passes to the customer once delivered to site or installed, unless otherwise required by law.

You must take reasonable care of any equipment delivered to site before installation.

Delays and Force Majeure

We will make reasonable efforts to meet agreed dates, but dates are estimates unless expressly confirmed as fixed in writing.

We are not liable for delays caused by supplier shortages, delivery delays, manufacturer issues, illness, weather, unsafe access, scaffolding delays, parking restrictions, traffic, accidents, power issues, customer delays, lack of permissions, third-party contractors, or events outside our reasonable control.

If delays occur, we will update you and arrange a revised date as soon as reasonably possible.

Damage and Making Good

We will take reasonable care while working at your property.

You must remove or protect valuables, fragile items, furniture, artwork, electronics, curtains, blinds and personal belongings before works start.

We are not responsible for damage caused by items left in working areas, hidden defects, poor existing workmanship, weak plaster, brittle tiles, concealed pipes or cables, structural defects, rotten timber, poor render, old paintwork, fragile finishes or other pre-existing conditions.

Unless included in the quotation, making good, filling, sanding, painting, decorating, boxing-in, plastering, tiling, flooring, roof repairs or specialist finishes are excluded.

Any damage you believe has been caused by us must be reported in writing as soon as possible and before any third party carries out remedial work.

Customer-Supplied Equipment

Where you ask us to install customer-supplied equipment, we are not responsible for the suitability, quality, warranty, specification, compatibility, missing parts, damage, defects or performance of that equipment.

Any warranty we provide will apply only to our workmanship, not to the equipment itself.

If customer-supplied equipment is faulty, incomplete or unsuitable, additional labour or return visits may be chargeable.

Complaints and Defects

If you are unhappy with any aspect of our work, you must notify us in writing as soon as possible.

We must be given a reasonable opportunity to inspect and, where appropriate, put right any issue before you appoint another contractor.

If you appoint another contractor without giving us a reasonable opportunity to inspect or rectify, this may affect any warranty or claim relating to our work.

We will aim to respond to complaints promptly and resolve matters fairly.

Limitation of Liability

Nothing in these Terms limits or excludes our liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded.

Subject to the above, we are not liable for loss of profit, loss of business, loss of income, loss of opportunity, inconvenience, loss of use, indirect or consequential losses, delays outside our control, faults caused by others, pre-existing issues, customer misuse or lack of maintenance.

For business customers, our total liability will not exceed the amount paid for the specific works giving rise to the claim, except where the law does not allow such limitation.

For consumer customers, nothing in these Terms affects your statutory rights.

Insurance

We maintain appropriate public liability insurance and, where applicable, employer’s liability insurance.

Copies of insurance documentation can be provided upon request.

Data Protection

We will use your personal information to provide quotations, arrange surveys, carry out works, issue invoices, manage warranties, provide service reminders and communicate with you about your enquiry or job.

We may share relevant information with suppliers, manufacturers, subcontractors, engineers, electricians, scaffolders, roofers or other parties where necessary to carry out or coordinate the works.

We will handle personal data in accordance with applicable UK data protection laws.

Photos and Records

We may take photos or videos of equipment, pipe routes, outdoor units, installation areas, serial numbers, commissioning information and completed works for records, warranty, quality control and evidence of workmanship.

We will not publish identifiable photos of your property for marketing without your permission.

Website, Online Estimates and Information

Information on our website is provided for general guidance only.

Online estimates are indicative and are not a final quotation.

Prices, availability, models, specifications, efficiency ratings and product details may change without notice.

A formal quotation will be provided after reviewing the relevant property details and/or carrying out a survey where required.

Governing Law

These Terms and any contract between you and Airconcool are governed by the laws of England and Wales.

Any disputes will be subject to the courts of England and Wales, unless consumer law provides otherwise.

Severability

If any part of these Terms is found to be invalid, unlawful or unenforceable, the remaining parts will continue to apply.

Contact

If you have any questions about these Terms, please contact:

Airconcool Limited Email: info@airconcool.co.uk Telephone: 033 0470 8041 Website: https://airconcool.co.uk Registered office: 86-90 Paul Street, London, EC2A 4NE Company number: 14962170 VAT number: 446336879