Customer terms

These terms apply when you ask us to survey, supply, install, service, repair or maintain air conditioning. Please read them together with your quote. If you are a consumer, you have legal rights if our work is not carried out with reasonable care and skill or if equipment we supply is faulty. Nothing in these terms affects those rights.

1. Who we are

We are Monair Cooling ("we", "us", "our"), based in Egham, Surrey. You can contact us at [email protected] or on 07512 021784. Our full postal address is shown on your quote.

"You" means the person or business named on the quote. You are a "consumer" if you are an individual buying mainly for purposes outside your trade or business, for example air conditioning for your home.

2. Your contract with us

Your contract is made up of your written quote and these terms. If they differ, the quote applies. The contract starts when you accept the quote in writing (for example by email or message) or pay the deposit, whichever happens first. Any change to the work must be agreed in writing.

3. Surveys and quotes

• Surveys are free and can be done by video call or in person.
• Quotes are valid for 30 days unless the quote says otherwise.
• Your quote is based on what we see and what you tell us at the survey. If we find something we could not reasonably have known about, such as an unexpected wall construction, an unsuitable electrical supply or suspected asbestos, we will explain what it means and agree any change in price or timing with you in writing before doing extra work. We will not charge for extra work you have not agreed.

4. Who does the work

All surveys, installations, servicing and repairs are carried out by F-gas certified engineers, who may be our own staff or trusted subcontractors working for us. We remain responsible to you for their work.

5. Prices and payment

• The price is the amount shown on your quote, including VAT where it applies.
• Installations: a deposit of 50% of the price is due when you accept the quote. It pays for the equipment we order for you. The balance is due on the day the installation is completed.
• Servicing and repairs: payment is due when the work is completed. If parts need to be ordered specially, we may ask for payment for them in advance, and we will tell you before ordering.
• Maintenance plans: payable monthly in advance.
• You can pay by bank transfer or card.
• If you pay late, we may charge interest on the overdue amount at 4% a year above the Bank of England base rate. If you are a business customer, we may instead claim interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

6. Your right to cancel (consumers)

If you are a consumer and you agreed the contract away from our business premises, for example at your home, by phone, by email, by message or online, you can cancel it within 14 days without giving any reason.

• Servicing, repairs and maintenance plans: the 14 days end 14 days after the day the contract is made.
• Installations where we supply the equipment: the 14 days end 14 days after the day the equipment comes into your physical possession, which is normally the installation day.

How to cancel. Tell us clearly before the cancellation period ends, by email, phone or message, or by sending us the form below. You do not have to use the form.

Your refund. We will refund what you have paid within 14 days of you telling us, using the same payment method, at no charge to you. If equipment has already been delivered or installed, we will agree with you how and when it will be removed. We may reduce your refund if the equipment has lost value because it was handled more than was needed to check it.

If you ask us to start sooner. We will not start work during the cancellation period unless you ask us to in writing. If you ask us to start and then cancel, you must pay for the work we carried out before you told us, in proportion to the full price. If we complete a service during the cancellation period at your request, you lose the right to cancel that service once it is complete.

7. Other cancellations, changes and missed appointments

• If you cancel after the cancellation period has ended, or if you are a business customer, you will need to pay our reasonable costs already incurred, including for equipment ordered for you that cannot be returned, and for work already carried out.
• If you need to move an appointment, please give us at least 24 hours’ notice. If we cannot get access at the agreed time and you did not let us know, we may charge the reasonable cost of the wasted visit.
• We may cancel the contract if you do not pay the deposit or provide the access we need, or if it becomes unsafe to carry out the work. If we cancel, we will refund anything you have paid for work not carried out.

8. Your responsibilities

• Give us safe access to the property and the areas where we will work, and clear the space around them.
• Make sure there is a suitable place to connect to electricity, or tell us if you are unsure.
• Tell us about anything that could affect the work or anyone’s safety, including any asbestos you know of.
• Get any permission you need, for example from your landlord, freeholder or management company, or planning permission or listed building consent. We will tell you if we think permission is likely to be needed.

9. Installation

• We will agree the position of the indoor and outdoor units and the pipe route with you before we start.
• We will protect your floors and furniture, and leave the work area clean and tidy.
• Your quote sets out what is included. Unless it says otherwise, it does not include building work, redecorating, scaffolding or other access equipment, or removing old systems.
• When the work is complete, we will show you how to use the system and help you register the manufacturer’s warranty.

10. Ownership of equipment

Equipment we supply remains ours until you have paid for it in full. It becomes your responsibility once it is delivered to your property.

11. Our guarantee and manufacturer warranties

• Our workmanship guarantee: we guarantee our installation and repair work for 12 months from the day it is completed. If a fault is caused by our workmanship during that time, we will put it right free of charge.
• Manufacturer warranties: new equipment is covered by the manufacturer’s own warranty. For Daikin and Mitsubishi Electric systems this can be up to 7 years when the system is registered and serviced every year as the manufacturer requires. The manufacturer sets the terms, and we will help you register and make any claim.
• What is not covered: faults caused by misuse, accidental damage, problems with the electricity supply, missed annual servicing, or work by anyone other than us, as well as normal wear and tear and items that need regular replacement, such as filters.
• These guarantees are in addition to your legal rights.

12. Servicing, repairs and systems we did not install

• We will tell you about any faults we find during a service, and quote before carrying out any repair.
• Finding the cause of a fault can take more than one visit. We will keep you informed, and we will not go beyond the agreed price without your approval.
• On systems we did not install, we guarantee the work we do, but we are not responsible for the original installation or for faults caused by the age or condition of the system.

13. Maintenance plans

• What your plan includes is set out in your plan summary.
• Plans have a minimum term of 12 months. After that, they continue month to month until you cancel with 30 days’ notice.
• If you end your plan during the first 12 months, after any cancellation period, we may charge the normal price of any service or discounted work you have already received, less what you have paid.
• We may change the monthly price after the minimum term by giving you at least 30 days’ notice. You can cancel without charge before the change takes effect.

14. Delays and events outside our control

We will do our best to keep to agreed dates. If something outside our reasonable control delays the work, such as severe weather, supplier delays or illness, we will tell you as soon as possible and agree a new date. If the delay is long, you can cancel and we will refund anything you have paid for work not carried out.

15. Our responsibility for loss or damage

If you are a consumer: we are responsible for loss or damage you suffer that is a foreseeable result of us breaking this contract or failing to use reasonable care and skill. If we damage your property while working, we will put it right. We are not responsible for loss or damage that was not foreseeable, or for business losses.

If you are a business customer: we are not liable for any loss of profit, revenue, business or data, or for any indirect or consequential loss. Our total liability under the contract is limited to the price paid or payable for the work.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law.

16. Complaints

If you are unhappy with anything we have done, please contact us at [email protected] or on 07512 021784, with your name, the property address and what you would like us to do. We aim to acknowledge complaints within 2 working days and to resolve them within 14 days.

If we cannot resolve your complaint, we will tell you in writing, including details of an alternative dispute resolution provider and whether we will use it. You can also get free advice from the Citizens Advice consumer helpline on 0808 223 1133.

17. Your information

We use your personal information as set out in our privacy policy.

18. General

• We may transfer our rights and obligations under the contract to another business, and will tell you if we do. You need our agreement to transfer yours.
• Nobody else has any rights under the contract.
• If a court finds part of these terms invalid, the rest will still apply.
• If we do not insist on something straight away, we can still insist on it later.
• These terms are governed by the law of England and Wales. If you are a consumer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts. If you are a business customer, the courts of England and Wales have exclusive jurisdiction.