ClimateWorks Care Plan

Residential Terms and Conditions

These Terms and Conditions govern the ClimateWorks Care Plan provided by ClimateWorksUK Ltd. By joining the ClimateWorks Care Plan, the customer agrees to the terms set out below.

1. Company Details

ClimateWorksUK Ltd
Company Number 14878167

Registered Office
11 Vickers House
Priestley Road
Basingstoke
England
RG24 9NP

Email: support@climateworks.co.uk
Telephone: 01256 442571

The ClimateWorks Care Plan is available to customers located within England.

2. Definitions

For the purposes of this agreement the following definitions apply.

Indoor Unit
An indoor air conditioning unit installed inside a property including wall mounted, floor mounted, cassette or ducted air conditioning units.

Outdoor Unit
An external condenser connected to indoor air conditioning units.

Unit
For Care Plan pricing purposes, a unit refers to each indoor air conditioning unit installed within the property. Outdoor condenser units are not counted separately.

Examples

1 indoor unit connected to 1 outdoor unit equals 1 unit

2 indoor units connected to 1 outdoor unit equals 2 units

4 indoor units connected to 1 outdoor unit equals 4 units

Ventilation System
A Mechanical Ventilation with Heat Recovery unit installed to provide mechanical ventilation.

Eligible Equipment

Wall mounted air conditioning units
Floor mounted air conditioning units
Cassette air conditioning units
Ducted air conditioning systems
MVHR ventilation systems

Excluded Equipment

Portable air conditioning units
Window mounted air conditioning units
Plug in consumer air conditioning units

3. Residential Eligibility

Residential Care Plans are available for properties containing up to six indoor air conditioning units.

Properties containing more than six indoor units may require a bespoke commercial maintenance agreement.

Systems must be no more than ten years old at the time of joining the Care Plan.

Systems must be in full working order at the time the Care Plan begins.

Systems not previously installed or serviced by ClimateWorks may require an inspection service before acceptance.

ClimateWorks reserves the right to refuse coverage where equipment is considered unsafe, poorly installed or in unsatisfactory condition.

4. Pricing

Care Plan pricing is based on the number of indoor air conditioning units installed within the property.

Monthly subscription pricing is as follows.

1 indoor unit
£12 per month including VAT

2 indoor units
£16 per month including VAT

3 indoor units
£20 per month including VAT

4 indoor units
£24 per month including VAT

Properties with five or more indoor units may require bespoke pricing.

Payments are collected monthly via Direct Debit.

5. VAT

All prices shown for the ClimateWorks Care Plan include Value Added Tax at the prevailing UK rate.

If the VAT rate changes, ClimateWorks reserves the right to adjust the monthly subscription price accordingly.

6. Contract Term

The ClimateWorks Care Plan operates on a twelve month agreement which automatically renews for additional twelve month periods unless cancelled.

Customers may cancel the Care Plan at any time.

If the Care Plan is cancelled, all benefits including servicing and callout coverage cease immediately and no refunds will be issued.

7. Payment Terms

Payments are collected monthly via Direct Debit.

If a payment fails

First failed payment
The customer will be notified.

Second failed payment
Care Plan benefits may be suspended.

Third failed payment
ClimateWorks reserves the right to terminate the agreement.

ClimateWorks reserves the right to recover reasonable administration or debt recovery costs where payments remain outstanding.

8. Cooling Off Period

Where the Care Plan is purchased remotely including online, email or telephone, the customer has a fourteen day cooling off period.

Customers may request that services begin immediately during this period.

If services are carried out during the cooling off period and the customer cancels, ClimateWorks may charge for services already performed.

9. Annual Service

The Care Plan includes one planned preventative maintenance visit per twelve month contract period.

If the customer fails to arrange or attend the service visit within the contract period, the included service expires and does not carry forward.

10. Scope of Air Conditioning Service

The annual air conditioning service may include the following tasks.

Cleaning internal unit fascia and air filters

Checking and cleaning condensate pumps

Flushing condensate drains

Inspecting evaporator coils

Applying disinfectant treatment to coils

Cleaning outdoor condenser coils

Checking the refrigeration circuit for leaks

Completing F Gas log documentation where required

Checking electrical connections

Recording electrical loads

Checking overall system performance

Recording airflow and temperature readings

Leaving the work area clean and tidy

Air conditioning filters are cleaned during servicing. Replacement filters are chargeable if required.

Refrigerant is not included as part of the annual service.

11. Scope of MVHR Service

The annual MVHR service may include the following tasks.

Filter cleaning

Airflow testing

Sensor and fan inspection

Motor inspection

Heat exchanger inspection

Condensate connection inspection

Boost control testing

Cleaning and sanitisation of the MVHR unit

Replacement filters are chargeable if required.

12. Breakdown Attendance

The Care Plan removes the standard callout charge for breakdown visits.

Breakdown visits are limited to a maximum of two visits per twelve month contract period.

Telephone troubleshooting will be attempted before confirming a site visit.

The first hour of onsite labour is included.

Additional labour beyond the first hour will be charged at £75 per hour.

All replacement parts, materials and refrigerant are chargeable.

Care Plan customers receive a ten percent discount on repair labour.

Breakdown visits are available during standard working hours only.

Monday to Friday
08:00 to 17:00

Emergency or out of hours attendance is not included.

13. Customer Responsibilities

Customers must

Provide safe access to equipment

Keep outdoor units clear of debris

Clean accessible filters periodically

Ensure ventilation openings remain unobstructed

Notify ClimateWorks promptly of faults

Failure to maintain the system may affect performance and may not be covered by the Care Plan.

14. Exclusions

The Care Plan does not cover faults caused by

Electrical supply issues within the property

Internet connectivity or WiFi related issues

Structural building faults

Work carried out by third party contractors

Lack of cleaning or maintenance

Vermin or pest damage

Storm damage or flooding

Power surges

Cosmetic defects

Refrigerant recharge where a leak repair has not been carried out

15. Access Requirements

Customers must provide safe access to equipment.

Clear access to indoor and outdoor units must be provided.

Adequate parking must be available.

Pets must be secured during visits.

Where specialist access equipment such as scaffolding or lifting platforms is required, this is not included within the Care Plan.

Parking charges required to access the property may be passed to the customer.

ClimateWorks reserves the right to refuse work where conditions are considered unsafe.

16. Misuse of Service and Non Fault Visits

ClimateWorks reserves the right to charge for attendance where a reported fault is not caused by the equipment.

Examples may include

Incorrect system settings

Remote control or thermostat operation

Electrical isolators switched off

Internet or WiFi issues

Blocked airflow caused by furniture or objects

User error or misunderstanding of system operation

Where no equipment fault is found, ClimateWorks may charge a standard callout fee.

ClimateWorks reserves the right to refuse further visits where repeated non fault visits occur.

17. Excessive Repairs or Uneconomical Equipment

The ClimateWorks Care Plan is a maintenance service and not an insurance policy.

If equipment repeatedly fails or becomes uneconomical to repair, ClimateWorks may recommend replacement.

ClimateWorks reserves the right to withdraw such equipment from the Care Plan.

18. Refrigerant and Leak Repairs

The Care Plan does not include refrigerant, leak detection or leak repairs.

Where a refrigerant leak is identified, ClimateWorks will provide a quotation for repair and recharge.

Refrigerant will not be added to a system where a leak is known to exist unless the leak has been repaired.

Where a system repeatedly loses refrigerant, ClimateWorks may recommend repair or replacement before further attendance is provided.

19. Pre Existing Faults

The Care Plan does not cover faults that existed prior to the start date of the agreement.

Where equipment has not previously been installed or serviced by ClimateWorks, an inspection service may be required before acceptance.

If a fault is identified during inspection or the first service visit, ClimateWorks will provide a quotation for repair.

Equipment may only be added to the Care Plan once faults have been repaired and the system is confirmed to be operating correctly.

20. Property Sale or Equipment Replacement

If the property is sold, the Care Plan will terminate unless the new homeowner agrees to transfer the plan and provides new Direct Debit details.

If covered equipment is removed, the Care Plan ends.

If equipment is replaced, the Care Plan may continue subject to inspection by ClimateWorks.

21. Subcontractors

ClimateWorks reserves the right to appoint approved subcontractors to perform services where required.

22. Force Majeure

ClimateWorks shall not be liable for delays or failure to perform services due to circumstances beyond reasonable control including severe weather, supply chain disruption, transport disruption, government restrictions or staff illness.

23. Liability

ClimateWorks liability under this agreement is limited to the value of fees paid by the customer during the previous twelve months.

ClimateWorks shall not be liable for indirect losses including loss of profit, business interruption or commercial downtime.

24. Governing Law

This agreement is governed by the laws of England and Wales.

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