Terms of service.

Last updated: 4 June 2026

1. Who you're contracting with

These terms apply when you engage South East HVAC Design & Installations Ltd (“we”, “us”) to design, supply, install, service or repair HVAC equipment. We are registered in England and Wales (company number 17251184) with registered office at Ground Floor, 108–112 Main Road, Sundridge, Sevenoaks, TN14 6ES.

2. Quotes

• Quotes are written and itemised. We do not quote over the phone for installation work without a site survey.
• Site surveys for installation projects are free within our core coverage area (Sevenoaks, Tonbridge, Sundridge, Westerham, Bromley, Orpington, Dartford, Maidstone and surrounding postcodes).
• Quotes are valid for 30 days from issue unless stated otherwise on the quote itself.
• If site conditions on the day of works differ materially from those at survey (concealed pipework, unexpected access, asbestos, etc.) we will pause, explain and re-quote before continuing.

3. Deposit and payment

• For installation work over £1,500, we typically request a deposit of 30% to confirm the booking and order equipment. Smaller jobs are payable on completion.
• The balance is payable on the day of practical completion, by bank transfer or card.
• Invoices are issued the same working day; payment terms are 7 days unless agreed otherwise.
• Late payment interest may be charged at the statutory rate (Late Payment of Commercial Debts (Interest) Act 1998) for business customers.

4. Variations

If you ask for changes to the scope during the work, we'll confirm the variation in writing (email or WhatsApp message counts) before proceeding. Variations are billed at the rates set out in the original quote or, where new, at our published day-rate.

5. Cancellation

• Consumer right to cancel: if you are a consumer and the contract was concluded off our premises, you have a 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To cancel, email info@southeasthvac.uk.
• If you ask us to start the work within the 14-day cancellation period and you then cancel, you may be liable for a reasonable portion of the work done.
• If you cancel after equipment has been ordered specifically for your job, the equipment supplier's restocking fee may be passed on.

6. Workmanship warranty

We warrant our workmanship for 2 years from the date of practical completion. The warranty covers defects in installation. It does not cover:

• Equipment failure under the manufacturer's warranty — raise these with the manufacturer (we will help).
• Damage caused by misuse, third-party modification, lack of servicing, or freezing pipework.
• Wear-and-tear components (filters, fuses, anodes).

7. Manufacturer warranties

Equipment carries the manufacturer's standard warranty. Headline ranges:

• Worcester Bosch / Vaillant combi boilers: 7-10 years if registered within 30 days. We register on your behalf.
• Air source heat pumps: typically 5-7 years.
• Air conditioning (Daikin / Mitsubishi): typically 5 years.
• MVHR (Vent-Axia, Zehnder): typically 2-5 years.

8. Servicing and aftercare

• Most manufacturer warranties require annual servicing. We'll remind you in advance.
• Annual boiler service from £85. Landlord CP12 from £85 (combined with service).
• F-Gas systems with ≥5 tCO₂e of refrigerant require annual leak checks by law.

9. Emergency callouts

• Our 24/7 emergency line is for genuine emergencies (no heat or hot water in winter, gas leak, refrigerant leak, condensate flood).
• Standard call-out fee applies and is disclosed before dispatch. Parts and labour billed in addition.
• Out-of-hours callouts attract an out-of-hours premium — quoted before dispatch.

10. Liability

We carry £5 million Public Liability insurance. We are not liable for:

• Indirect or consequential losses (e.g. business interruption beyond the direct cost of the failed equipment).
• Losses caused by your failure to maintain or service equipment as required.
• Losses caused by third-party interference with our installation.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraudulent misrepresentation.

11. Gas Safe and F-Gas obligations

All gas work is carried out by Gas Safe registered engineers and lodged with the Gas Safe Register. All refrigerant work is carried out under our REFCOM F-Gas company certification and lodged where the regulations require. We do not delegate certified work to non-certified personnel.

12. Force majeure

Neither party is liable for delay caused by events beyond reasonable control, including extreme weather, supplier failure, public-health restrictions, or industrial action. We will notify you of any such delay and revised completion date as soon as practical.

13. Dispute resolution

If something goes wrong, please raise it with us first by email at info@southeasthvac.uk. We will respond within 5 working days. If we cannot resolve it informally, consumers may refer the matter to the Gas Safe Register dispute service for gas-related issues, or to an appropriate alternative dispute resolution provider.

14. Governing law

These terms are governed by the laws of England and Wales. Any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

15. Changes

These terms apply to the contract in force at the time of your quote. We may update these terms for future work; the “last updated” date at the top reflects the most recent revision.

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