Q: I've read, or have been told, that heat pumps don't require maintenance. So, why would I need a maintenance visit every two years?

With the help of Aira Intelligence , your Aira Heat Pump is always monitoring its own performance, identifying inefficiencies and resolving issues automatically. If it detects something it can't fix, it alerts our team, who fine-tune it remotely. This means that your heat pump requires very little hands-on support. However, there are certain maintenance tasks that help keep your system running smoothly. That's why, as part of your all-inclusive plan, you have the option of a maintenance visit every two years. During these visits, a Clean Energy Technician will take care of all the essentials, like cleaning the water filter, bleeding radiators and checking refrigerant levels. Ensuring your heat pump continues to perform at its best.

Question 1

If I paid for my heat pump upfront, how do I pay for the all-inclusive plan if I want to opt in?

Accepted Answer

The all-inclusive plan activates automatically once your heat pump system is installed and paid for. Best of all, it’s completely free for the first year, so you don’t need to lift a finger. Just sit back, relax, and enjoy total comfort and peace of mind knowing we’ll fix any issues with your system at no extra cost.*

As your first year draws to a close, we’ll get in touch to see if you’d like to continue your all-inclusive cover. If you do, we’ll set up a standing charge of £19.90 per month to keep your comprehensive plan active. If you choose to opt-out, you won’t be charged, and your system will remain covered by a basic product and installation warranty for the next four years.

*The Aira Guarantee, which is included in our all-inclusive plan, is limited by our terms and conditions and does not cover damage or malfunction caused by components not supplied by Aira, improper or negligent use, vandalism or violence to the heat pump or unauthorised tampering with the heat pump. Full terms and conditions are available here.

Question 2

How do I opt in and pay for the all-inclusive plan if I have chosen to spread the cost of my heat pump across monthly payments?

Accepted Answer

If you're financing your heat pump with monthly payments, your all-inclusive plan is automatically included for free during the first year. As your first year with your heat pump comes to an end, we'll contact you to confirm if you'd like to continue with the all-inclusive plan.

If you opt in, the plan will be added as a separate standing charge of £19.90 per month alongside your existing heat pump payments. If you decide not to continue with your all-inclusive plan, you won't be charged, and your system will be covered by a basic product and installation warranty for the next four years.

Question 3

If I opt out of the all-inclusive plan, how do I cancel my payments?

Accepted Answer

The first year of your all-inclusive plan is free and begins automatically following the installation of your heat pump. As your first year with your heat pump comes to an end, we’ll contact you to confirm if you’d like to continue with the all-inclusive plan. If you do, we’ll set up a standing charge of £19.90 per month to keep your comprehensive plan active. If you choose not to continue, you will not be charged, and your system will remain covered by a basic product and installation warranty for the next four years.

If you decide to continue with your all-inclusive plan after the first year, you’ll have the flexibility to cancel at any time. Simply contact our Customer Care team, and we’ll take care of it for you.

Question 4

Can I opt out in the first year and get a lower price for the installation and hardware?

Accepted Answer

No, you cannot. The cost of installation and hardware is separate from the all-inclusive plan. The first year of the all-inclusive plan is provided at no additional cost to ensure your heat pump operates seamlessly and to give you peace of mind. Opting out of the plan does not reduce the upfront price of your heat pump system.

Question 5

If I opt out of the all-inclusive plan after a year, can I pay for the Aira Guarantee when my basic 5-Year Product and Installation Warranty runs out?

Accepted Answer

The first year of your all-inclusive plan is free, so you can enjoy total comfort and peace of mind knowing we’ll fix any issues with your system at no extra cost under our Aira Guarantee. As your first year with your heat pump draws to a close, we'll give you the option to continue your all-inclusive cover.

If you choose to opt out, you won’t be charged, and your system will remain covered by a basic product and installation warranty for the next four years. However, please note that once you opt out of the all-inclusive plan, you cannot rejoin or purchase the cover provided by our Aira Guarantee separately. Should any issues arise that require hands-on support not covered by the basic warranty, these callouts will incur individual charges.

Question 6

I've read, or have been told, that heat pumps don't require maintenance. So, why would I need a maintenance visit every two years?

Accepted Answer

With the help of Aira Intelligence, your Aira Heat Pump is always monitoring its own performance, identifying inefficiencies and resolving issues automatically. If it detects something it can't fix, it alerts our team, who fine-tune it remotely. This means that your heat pump requires very little hands-on support.

However, there are certain maintenance tasks that help keep your system running smoothly. That's why, as part of your all-inclusive plan, you have the option of a maintenance visit every two years. During these visits, a Clean Energy Technician will take care of all the essentials, like cleaning the water filter, bleeding radiators and checking refrigerant levels. Ensuring your heat pump continues to perform at its best.

Question 7

Does the 4X efficiency promise under the Performance Guarantee include heating and hot water?

Accepted Answer

One of the three pillars of our Aira Guarantee is our Performance Guarantee, which promises that your Aira Heat Pump will deliver heating at least 4X more efficiently than a gas boiler. While this guarantee does not extend to the heating of hot water, our heat pumps are designed to deliver industry-leading efficiency across the board, helping you save on your energy bills and reduce your carbon footprint.

Question 8

Can I transfer my Aira all-inclusive plan if I sell my property?

Accepted Answer

Yes, you can. If you’ve sold your home with an Aira Heat Pump installed, we can offer the new owner the option to continue your Aira all-inclusive plan.

To arrange this, simply let us know about the ownership change and provide the buyer’s name and contact details. You can do this by emailing us at support@airahome.com or sending the information by post.

Please ensure you have the buyer’s consent before sharing their details with us. Once you've provided us with all the information, we'll handle the rest.

Question 9

Can you explain the warranty age deduction clause in the all-inclusive plan T&Cs and provide an example of how it works?

Accepted Answer

With our all-inclusive plan, we’re all about keeping your Aira Heat Pump running smoothly for years to come. That’s why it includes our industry-leading 15-Year Aira Guarantee, where we’ll service, repair, or replace any parts as many times as needed over the 15 years. No hassle. No additional costs.

The age deduction is standard practice for long-term warranties and only comes into play in the rare event that a part is no longer available. We don’t expect this to happen, as our heat pumps use reliable, widely available parts and are built to keep your home cosy for the long haul. The age deduction is only relevant if we can’t repair the system and need to offer a replacement.

In the unlikely event we can’t repair your system because a spare part is no longer available globally, we’ll replace your system at a discounted price or offer a refund. The discount follows a standard age deduction:

10% per year after year 5, based on the invoiced value (for example, in year 7, the deduction would be 20% of your original price).

Example

Let's say you’ve purchased an Aira Heat Pump system and paid £8,000 (invoice value). Now, 9.5 years later, in the unlikely event that your heat pump can’t be repaired or serviced and needs to be replaced, the age deduction would apply.

Since the deduction starts after year 5, you’d have 4 full years of deductions (4 × 10% = 40%). This means you’d receive a £4,800 discount on a replacement heat pump system. If a replacement isn’t possible, you’d be eligible for a refund of the same amount.

That said, this scenario is extremely rare. The age deduction is standard practice for long-term warranties and only comes into play in the unlikely event that a part is no longer available. Something we don't expect to happen. Our heat pumps use reliable, widely available parts and are built to keep your home cosy for the long haul.

Question 10

Why does Aira have an age deduction?

Accepted Answer

The age deduction is a standard practice in long-term warranties, and it’s there to keep things fair. It only applies in very rare cases where a heat pump needs a full replacement or refund after years of use.

Think of it like a car warranty. If a manufacturer offers a 10-year guarantee, they wouldn’t give you a brand-new car after 9 years of use – they’d account for depreciation. It’s the same logic with your Aira Heat Pump.

Table placeholder				Aira all-inclusive plan
Aira Heat Pump system design & installation
Hassle-free switch
Flexible finance options
15-Year Aira Guarantee
24/7 Customer Care
Remote monitoring
Premium app features
A maintenance visit every 2 years
4G connectivity if your Wi-Fi drops out

The Aira all-inclusive plan

What’s included? So much more than your old basic boiler cover.

Complete peace of mind. And it's free for the first year. That’s a real no-brainer.

The 15-Year Aira Guarantee

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