Booking terms

Who you are booking with

Your installation is supplied and carried out by B-Cool Ltd, a company registered in England and Wales, company number 17440061, whose registered office is 75 Eaton Square, London, England, SW1W 9AW.

For anything about a booking — changing it, cancelling it, the guarantee, or a complaint — email bookings@b-cool.co.uk or ring 020 3051 7753.

What we supply

We supply and install one reversible heating and cooling air conditioning system at your home, as described in your booking confirmation.

How the contract is made

When you book, you are making an offer to buy. The contract is made when we confirm your booking by email. Until then nothing is agreed.

The price

The price you see when you book is the price you pay, including VAT and fitting. It is fixed at booking and will not increase. You pay nothing when you book — no deposit, and nothing charged to a card.

The price covers the units and the work described on your booking. If something on the day means work beyond that job — new electrical work, for example a consumer unit that has to be replaced — we tell you what it costs before we do it. If you would rather not go ahead, we stop and you pay nothing.

Paying

The full price is due on completion. Completion means the system is installed and we have shown you that it works.

You can pay at your property by card, or by bank transfer on the day. Nothing is taken before then.

Whether your property is suitable

Before or at the start of the installation, we check that your property is suitable. If we find the work cannot reasonably be carried out as booked — because of the structure, the access or the electrical supply — we may cancel by telling you, and you pay nothing.

What we need from you

• Permission. You confirm that you own the property or have the owner's written permission, and that you have any permission needed from a freeholder, landlord or management company. If you rent, the owner's say-so comes first.
• Anything unusual about the building. Tell us before you book if the property is listed or in a conservation area.
• Accurate answers. The information you give us when booking — the layout, the rooms, the walls — has to be accurate. If it turns out to be materially wrong and that stops the installation, we may cancel the contract.
• Access, on the day. Someone over 18 has to be at the property for the whole visit, so we can get in and out and show you the system at the end.
• Somewhere to park. The crew arrive in a van with the units, ladders and tools, and need a space near the house for the day. If parking needs a permit or a suspended bay, that's yours to arrange.
• Clear walls and a working supply. The walls where the units go, inside and out, need to be clear — nothing fixed to them, nothing stacked against them, and room for a ladder — and we need a working electrical supply.

The day

We agree the installation date with you when you book. If we have to rearrange, we tell you as soon as we can. If we cannot agree a date, either of us may cancel at no cost.

Cancelling

You have 14 days to cancel, for any reason, and the 14 days run from the day your installation is completed — not from the day you booked. So the right is still open for a fortnight after the crew have been and gone.

To cancel, just tell us clearly: email bookings@b-cool.co.uk or ring 020 3051 7753. You don't have to give a reason.

• Cancel before the installation, and you pay nothing. Nothing has been charged, so there is nothing to refund.
• If you asked us to install during the cancellation period and then cancel afterwards, you must let us in to remove the equipment. You will have to pay the reasonable cost of removal — we estimate no more than £500 — a proportionate amount for the work already carried out before you told us, and any drop in the value of the equipment caused by handling it beyond what was needed to check how it works.
• If you have paid, we refund you within 14 days of being told, less anything you owe under the point above, by the same method you paid, and with no fee for the refund.

Because every installation happens before that period has ended, we ask you at checkout to confirm you want the work to go ahead — that's what the tick box is for, and it's what makes the point above possible.

What we do, and what we leave

We fit the units, the pipework, the cable and the drain, and we test and commission the system before we leave. We take our waste and packaging away with us.

Where pipes pass through a wall we make good the holes we drill, but we don't redecorate: we don't paint, re-plaster or re-paper. Pipework outside runs in trunking on the wall, on the route agreed on the day.

Your neighbours and planning

Installations of this kind are normally permitted development. Where a house needs planning permission, we tell you before you book.

Your legal rights

We must supply goods that are as described, fit for purpose and of satisfactory quality, and carry out the installation with reasonable care and skill. If the equipment or the installation is faulty, you may be entitled to a repair or replacement, a price reduction or a refund.

These are your rights under the Consumer Rights Act 2015. They stand whatever else these terms say, they are separate from your right to cancel, and our guarantee does not affect them. For more, see the Citizens Advice website.

Guarantee

We guarantee our installation workmanship for 12 months from completion. The equipment carries the manufacturer's own warranty on top of that.

To make a claim, email bookings@b-cool.co.uk. The guarantee doesn't cover damage from misuse or accidents, or work carried out by anyone other than us or our installers. It is in addition to your legal rights, and does not replace them.

Maintenance and aftercare

For maintenance or aftercare, email bookings@b-cool.co.uk. Servicing and maintenance visits are not included in the price unless we agree otherwise in writing.

Our responsibility to you

If we break these terms or are negligent, we are responsible for loss or damage you suffer that is a foreseeable result. We are not responsible for loss that isn't foreseeable, or for business losses.

We will make good any damage to your property that we cause during the installation, other than the openings and fixings the installation itself needs.

Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, for damage to your property caused by our negligence, for your rights as a consumer, or for anything else the law doesn't allow us to limit.

If we can't do the job on the day

Sometimes what we find on site isn't what we expected. If we can't fit safely or within the rules, we say so and don't charge you. If we have to come back another day, we agree that with you at the time.

Complaints

Tell us and we'll put it right. Email bookings@b-cool.co.uk or ring 020 3051 7753. We acknowledge a complaint within 5 working days and aim to resolve it within 14 days.

Law

These terms are governed by the law of England and Wales, and you can bring a claim in the courts of England and Wales. If you live elsewhere in the UK, you can bring a claim in your own country's courts.