Terms of Service | The Air Conditioning People

1. Introduction

These terms and conditions govern your use of the website operated by The Air Conditioning People Limited ("we", "our", "us") and the air conditioning installation, servicing and repair work we carry out. By using our website or accepting a quote, you agree to these terms in full.

2. Our Services

We supply, install, service and repair Toshiba air conditioning for homes and businesses across the United Kingdom. All work on refrigerant circuits is carried out by F-Gas certified engineers, and we hold F-Gas company certification through REFCOM.

3. Quotes and Pricing

Quotes are based on the information you give us and, for most jobs, a survey carried out by video or in person. Surveys are free.
A quote is valid for 30 days from the date we send it. After that the price may change.
A price range given before a survey is an estimate, not a quote. The fixed price is confirmed in writing after the survey.
Your quote lists the equipment, the agreed positions of the indoor and outdoor units, and the work included. Anything not listed is not included.
All prices include VAT unless otherwise stated.
If, on arrival, our engineer finds that the information given when quoting was materially inaccurate (for example, incorrect room sizes, a different wall construction, or access problems that were not mentioned), we may revise the quote before starting work. You can then accept the revised price or cancel without charge.

4. Booking and Payment

A booking is confirmed once you have accepted your quote and we have received the deposit set out in section 5.
We accept payment by bank transfer.

5. Deposits

A deposit of 30% of the total quoted price is required before your installation date is secured in our schedule.
Deposits are refundable only as set out in section 8. Where a refund is due, we may withhold an amount to cover costs we have incurred for your job and cannot recover, such as equipment or materials that cannot be returned to our suppliers, restocking charges and return carriage. If those costs are more than the deposit, we may invoice you for the difference.
The remaining balance is due on completion of the installation unless other payment terms have been agreed in writing.

6. Late Payments

The following terms apply to overdue invoices and late payments:

Domestic customers: invoices are due on completion of the work or by the date shown on the invoice, whichever is earlier. If payment is not received within 14 days of the due date, we may charge interest at 4% a year above the Bank of England base rate on the outstanding balance until it is paid in full. By accepting these terms and proceeding with a booking, you agree to this interest provision.
Commercial customers: late payments from business customers are subject to the Late Payment of Commercial Debts (Interest) Act 1998. This entitles us to charge statutory interest at 8% a year above the Bank of England base rate from the date payment becomes overdue, plus fixed compensation for debt recovery costs as set by the Act (£40 for debts up to £999.99, £70 for debts from £1,000 to £9,999.99, and £100 for debts of £10,000 or more).
While payment remains outstanding beyond the agreed terms, we may withhold further services, including servicing visits and our handling of warranty claims. This does not affect any F-Gas record or certificate we are required by law to provide.
If payment is persistently not made, we may instruct a debt recovery agent or start legal proceedings to recover the outstanding balance, together with any interest, compensation and reasonable recovery costs.

7. Retention of Title

All equipment and materials we supply, including indoor units, outdoor units, pipework and accessories, remain the property of The Air Conditioning People until we have received full payment for the job, including any balance, interest or other sums due.
Risk in the equipment passes to you on delivery to, or installation at, the property. From that point you are responsible for any loss of or damage to it, whether or not ownership has passed.
Where payment remains outstanding, we may recover any equipment that has not been installed, by prior arrangement and where it is safe and practical to do so. Installed equipment will only be removed with your agreement or by order of a court, and the refrigerant will be recovered by an F-Gas certified engineer.
You must not remove, sell or otherwise dispose of any equipment we have supplied until it has been paid for in full.

8. Cancellation and Rescheduling

If you are a consumer and accept your quote online or by email, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day you accept to cancel for any reason. Any money you have paid will be refunded within 14 days of you telling us.
If you ask us to start work within those 14 days, you must pay for the work carried out up to the point you cancel, in proportion to the full price. Once the work is fully completed at your request, you lose the right to cancel.
To cancel, tell us clearly by email or phone. A message saying you wish to cancel is enough.
If you cancel after the 14-day period, we will refund your deposit less any costs we have incurred for your job and cannot recover. These include equipment and materials that cannot be returned to our suppliers, restocking charges, return carriage, and work already carried out. If those costs are more than the deposit, we may invoice you for the difference.
If you ask to move your installation date, we will try to offer another date, but this is not guaranteed. Any costs we incur as a result of the change, such as storing equipment or labour already committed to your job, may be charged to you.

9. Cancellation by Us (Force Majeure)

We may cancel or reschedule an appointment where carrying out the work is prevented or materially affected by circumstances beyond our reasonable control. These include, but are not limited to:

Storms, flooding, lightning, snow, ice or other severe weather.
Rain or high winds that make it unsafe to work at height or to mount outdoor units.
Road closures, accidents or travel disruption that stop our engineers reaching the property.
Illness, injury or other incapacity of our staff.
Delays or shortages from the manufacturer or our suppliers that mean equipment does not arrive in time.
Government restrictions, public health emergencies or other regulatory action.
Any other event beyond our reasonable control that prevents us from carrying out the work safely or lawfully.

Where we cancel or reschedule for any of these reasons, we will tell you as soon as reasonably practicable and offer another date at no extra cost. No cancellation fee will be charged to you in these circumstances.

10. Servicing, Breakdowns and Call-Out Charges

Servicing visits are charged at the price confirmed when the visit is booked.
Breakdown and repair visits carry a call-out charge, which covers the first hour of the engineer's time on site. Time after the first hour is charged in 15-minute blocks. The call-out charge and hourly rate will be confirmed with you before the visit.
If a repair is needed after a fault has been found, we will give you a separate price for it before any work goes ahead.
Where a fault is covered by the manufacturer's warranty, the replacement part is supplied under that warranty. Any labour, refrigerant or call-out charge will be confirmed with you before the work goes ahead.

11. Installation

You must provide safe and clear access to the areas where the indoor units, outdoor unit and pipework will go. Any obstruction that prevents or delays the installation is your responsibility.
You confirm that you have any permissions needed for the installation, such as landlord or freeholder consent, and planning permission or listed building consent where the outdoor unit requires it.
The positions of the indoor and outdoor units and the pipework route are agreed before work starts. Changing them on the day may change the price.
We carry out all work in line with the F-Gas Regulations, the Building Regulations, the manufacturer's installation instructions and industry good practice. Electrical connections are made in line with BS 7671 (IET Wiring Regulations).
Minor making good around pipework holes, brackets and trunking is included. Plastering, decorating or other building work is not included unless it is listed in your quote.

12. Core Drilling, Render, Cladding and Plaster

Installing a system means drilling a hole through an external wall for the pipework, usually from the inside out. We use the right equipment for the wall and take care while drilling, but the condition of the existing wall finishes is outside our control.

External walls: where a wall is rendered, pebble-dashed or clad, the existing finish can blow, crack, come away from the wall or chip around the hole while it is drilled, particularly where it is old or already weakened. Unless it is caused by a failure on our part to take reasonable care, we are not responsible for this damage or for any further damage it leads to.
Internal walls: where the internal plaster is old, blown or already cracked, it can crack, loosen or come away around the hole or the indoor unit's mounting plate while we drill and fix. Unless it is caused by a failure on our part to take reasonable care, we are not responsible for this damage or for any further damage it leads to.
We will fill and seal around the pipework where it passes through the wall. Repairing or re-rendering, re-plastering or redecorating a damaged area is not included in your quote. If you would like us to arrange it, we will give you a separate price.
Please tell us before the work starts if you know of any loose, hollow or cracked render, cladding or plaster, so that we can discuss where to drill.
Nothing in this section limits our liability for damage caused by our negligence or for work not carried out with reasonable care and skill.

13. Additional and Unforeseen Work

If, during the work, our engineer finds a problem that was not visible or reasonably foreseeable when we quoted, we will tell you before carrying out any additional work. Examples include an electrical supply or consumer unit without the capacity for the new circuit, inadequate earthing, a wall that cannot safely take core drilling or brackets, hidden pipes or cables in the planned route, or suspected asbestos.
A revised price will be given for your approval before any additional work goes ahead. We will not carry out additional chargeable work without your consent unless it is needed to make the installation safe.
Where we find a danger to safety, we may need to isolate or disconnect the affected circuit or equipment. We will explain this to you at the time. Where we suspect asbestos, we will stop work in that area until it has been tested.

14. Power Interruptions

Connecting a new system means the power to individual circuits, or to the whole property, has to be switched off for a time. We cannot guarantee an uninterrupted supply while we are working.
If you work from home or rely on a continuous supply for equipment such as computers, freezers or medical devices, it is your responsibility to make other arrangements for the duration of the work.
We will give you as much notice as possible before switching circuits off and will restore power as soon as it is safe to do so. We are not liable for any loss of work, data or income caused by a planned or necessary power interruption during our work.

15. Customer Responsibilities

You are responsible for clearing the work areas of furniture, personal belongings and valuables before we arrive. We will take reasonable care, but we cannot be held responsible for items left in the work area.
Pets must be kept away from the work areas for their safety and our engineers'.
Parking must be available within a reasonable distance of the property for our vans. Any parking charges or permits needed are your responsibility.
Please tell us about any known hidden pipes, cables or underfloor heating near the planned unit positions and pipework route.
Core drilling through walls produces dust. We will put down dust sheets and clean up after ourselves, but some dust may remain. Any redecorating needed is your responsibility unless it is listed in your quote.
After installation, keep the outdoor unit clear of obstructions and have the system serviced at least once a year (see section 17).

16. Certification and Compliance

On completion we commission the system and keep the records required under the F-Gas Regulations, including the type and quantity of refrigerant in your system.
We register your system with the manufacturer for its warranty when we commission it.
Where the electrical work is notifiable under Part P of the Building Regulations, you will receive the appropriate electrical certificate and a Building Regulations compliance certificate.
If your system holds enough refrigerant to need regular leak checks under the F-Gas Regulations, we will tell you how often they are required.
Please keep all certificates and documents we give you. They may be needed for warranty claims, property sales or insurance. Replacement copies may be subject to an administration fee.

17. Servicing and Maintenance

The manufacturer's warranty requires the system to be serviced at least once a year by a qualified engineer. If it is not, the manufacturer may reduce or refuse warranty cover.
A service typically includes cleaning the filters and coils, checking the drainage and electrical connections, and testing the system's operation. It does not include repairs or replacement parts, which will be priced separately.
If a service finds a problem, we will explain it and give you a price for any repair. You are free to use any suitably qualified engineer for repairs, but work on the refrigerant circuit must be carried out by an F-Gas certified engineer, and work by others may affect the manufacturer's warranty.

18. No Access Fee

If our engineer arrives for a booked survey, installation, service or repair and cannot get into the property, a no access fee of £100 will be charged.
This fee covers the engineer's time and travel to the property.
It is your responsibility to make sure someone is there to give us access at the agreed time.

19. Warranty

Toshiba systems installed on or after 24 September 2026 are covered by Toshiba's manufacturer's warranty for 7 years from the date of installation. Systems installed before that date keep the 5-year warranty they were sold with. The warranty covers parts only.
We register the warranty with Toshiba when we commission your system and handle any claims with Toshiba on your behalf. The warranty is subject to Toshiba's own terms.
The warranty depends on the system being serviced at least once a year by a qualified engineer and used in line with the manufacturer's guidelines.
The warranty does not cover damage caused by misuse, neglect, unauthorised modifications, work carried out by others, problems with the electrical supply, or Acts of God.
Your statutory rights under the Consumer Rights Act 2015, including the right to have our work carried out with reasonable care and skill, are not affected by these terms.

20. Liability

We carry public liability insurance.
Our liability for any claim arising from our services is limited to the value of the contract.
We are not liable for any indirect, consequential or incidental losses arising from our services.
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, or for fraud.
Nothing in these terms is intended to affect your statutory rights as a consumer.

21. Data Protection

We protect your personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We collect and use personal data (including your name, address, contact details and details of your property) only to provide our services, manage bookings, register warranties, keep the records the law requires, and issue certificates.
We share your data with third parties only where it is needed to carry out our services or to meet legal requirements. This includes the equipment manufacturer for warranty registration and Building Control where electrical work is notifiable. We will not sell your data or share it with third parties for marketing without your explicit consent.
We keep personal data only for as long as we need it for these purposes, or as long as the law requires. F-Gas and installation records are kept for the periods the regulations require.
You have the right to ask for access to, correction of or deletion of your personal data, and to restrict or object to its use. To do so, contact us at hello@theairconditioningpeople.co.uk.
For full details of how we collect, use, store and protect your data, see our Privacy Policy.

22. Intellectual Property

All content on this website, including text, images, logos and design, is owned by The Air Conditioning People and protected by UK copyright law. You may not reproduce, distribute or use any content without our written permission.

23. Governing Law

These terms are governed by the laws of England and Wales. Any disputes arising from these terms or our services are subject to the exclusive jurisdiction of the courts of England and Wales.

24. Complaints Procedure

If you are unhappy with any part of our work, please contact us as soon as possible at hello@theairconditioningpeople.co.uk or on 01977 343112. We aim to acknowledge complaints within 2 working days and to resolve them within 14 working days.
Where a complaint is about the standard of our installation work, we will arrange a return visit at no charge to inspect it and, where appropriate, put it right.
If we cannot resolve the matter to your satisfaction, you can contact the Citizens Advice consumer helpline on 0808 223 1133, who can refer your complaint to Trading Standards.

25. Changes to These Terms

We may update these terms from time to time. The latest version will always be available on our website. The version in force when you accept your quote applies to that job, and we will tell you directly about any change that affects a booking you already have.

26. Contact

If you have any questions about these terms, please contact us at hello@theairconditioningpeople.co.uk or on 01977 343112.