Aira all-inclusive plan terms and conditions

Version: UK-AIP-1.0/2025

Effective from: 7 January 2025

Please read this document carefully as it sets out the terms and conditions of your subscription to the Aira All Inclusive Plan for your new air source heat pump.

These Terms together with the Quote form the contract between us and you for the Aira all-inclusive plan. By accepting the Quote, you accept these terms and conditions.

1. General definitions

“Aira”, “we”, “us” or “our” means Aira Home UK Ltd, as the provider of the Aira all-inclusive plan.

“air source heat pump” means the air source heat pump you have purchased from Aira and for which you will benefit from the Aira all-inclusive plan, but does not include the Aira Thermostat.

“Purchase Agreement” means the agreement (including quote and terms & conditions) governing the purchase and installation of your air source heat pump.

“Quote” means a quote provided by us for your acceptance regarding your subscription to the Aira all-inclusive plan (which may or may not be the same quote document forming part of the Purchase Agreement).

“Terms” means the terms and conditions set out in this document.

“Warranties” means the extended Product and Installation Warranty (see section 3), the Comfort Guarantee (see section 4) and the Performance Guarantee(see section 5).

“Warranty Period” means, subject to any suspension in accordance with these Terms, a period starting on the date of installation of your air source heat pump and ending on the earlier of (i) termination or expiry of the Aira all-inclusive plan and (ii) 15 years from the installation date.

2. Aira all-inclusive plan

The “Aira all-inclusive plan” includes the following services and warranties:

(a) the extended Product and Installation Warranty (see section 3);

(b) the Comfort Guarantee (see section 4);

(c) the Performance Guarantee (see section 5);

(d) the Service Commitment (see section 6); and

(e) the Aira Intelligence Premium Features (see section 7).

Note that the Warranties are subject to age deduction. You may not be entitled to compensation for the full amount in the event of a Warranty claim. Please refer to section 10 for details.

3. Extended Product and Installation Warranty

Aira warrants for the duration of the Warranty Period the proper working of the air source heat pump by way of ensuring that (i) the installation of the air source heat pump is duly performed and completed in accordance with industry standard practice applicable at the time of the installation and (ii) all parts of the air source heat pump function necessary for its primary function operate properly in all material aspects (subject to normal wear and tear).

4. Comfort Guarantee

Aira warrants for the duration of the Warranty Period that the air source heat pump shall have the ability to maintain minimum indoor temperature as follows:

The air source heat pump’s ability to maintain the above indoor temperature is conditional on the outside temperature not falling below the lowest expected temperature for the location where the air source heat pump is installed. You can find a list of the lowest expected temperatures in the Appendix to these Terms.

5. Performance Guarantee

Aira warrants for the duration of the Warranty Period that the air source heat pump shall have an overall space heating performance of not less than 3.4, subject to the following:

(a) The Performance Guarantee applies to the air source heat pump’s heating efficiency in space heating mode and excludes hot water heating and any non-heating related activity of the air source heat pump (such as de-frosting of outdoor unit or cooling activity if combined with e.g. fan coil unit).

(b) The overall space heating performance of 3.4 is a reference to an “overall” efficiency and the purpose of the Performance Guarantee is not to promise that the overall efficiency will be achieved at all times as there are many factors which can influence this but should be considered as a guarantee that during any period of 365 days (a whole heating season) during the Warranty Period you should not experience re-occurring or persistent significant failures reaching the overall efficiency.

(c) The Performance Guarantee is conditional on, and assumes that, (i) the air source heat pump is operated using Aira’s recommended running schedule/control strategy, (ii) the air source heat pump is not configured to maintain indoor temperatures that significantly exceed the minimum temperatures specified in section 4 (Comfort Guarantee) and (iii) the outdoor temperature does not fall below the lowest expected temperatures as listed in the Appendix to these Terms. In particular, if you apply frequent and/or large temperature changes, the Performance Guarantee will be void.

(d) The Performance Guarantee will be void if the property’s mechanical ventilation system is set to excessively high air exchange rates, leading to increased heat loss and reduced efficiency of the heat pump.

(e) The Performance Guarantee will be void if doors or windows are left open for extended periods, resulting in increased heat loss and reduced efficiency of the heat pump.

(f) The overall space heating performance will be monitored by us through our remote monitoring system. It is your responsibility to maintain a stable and functional Wi-Fi internet connection to keep the air source heat pump connected. The Performance Guarantee will be suspended during any period in which the air source heat pump is disconnected from the internet or experiences frequent disruptions in connectivity.

(g) You are required to maintain a functional and appropriate electricity connection. Any extended power outages, as well as periods following such outages that require prolonged re-heating of the property, are excluded from the Performance Guarantee.

(h) The Performance Guarantee requires a connected Aira thermostat (or alternative device provided by Aira) which shall remain placed where installed by us. It is your responsibility to replace the batteries of the thermostat (or any alternative device) when needed.

(i) The Performance Guarantee requires that the outdoor unit is installed adjacent to a wall, as positioning it elsewhere, such as free-standing, can negatively affect the efficiency of the system.

6. Service Commitment

We will undertake continuous remote monitoring of your air source heat pump and will fix any issue or malfunction that is reasonably capable of being fixed remotely.

In addition to our obligation to rectify any defect or malfunctioning falling under the Warranties, we will (if needed) schedule service visits to fix issues of minor character as part of regular service and maintenance.

If at least two years have passed since the most recent service, repair or maintenance visit – or since the installation date of your air source heat pump if no such visit has yet occurred – you are entitled to request a maintenance and service visit by an Aira Clean Energy Service Technician at no extra charge.

If you cancel or reschedule a scheduled visit less than 10 working days before the agreed date, we reserve the right to charge you for the replacement visit at our standard rates. This also applies if you are not at home or fail to provide access to your property and the air source heat pump at the agreed date and time.

You will be charged for any investigation, maintenance, or repair work (including labour, call-out fee and material costs) related to issues or problems excluded from the Service Commitment (see section 9).

7. Aira Intelligence Premium Features

Your Aira all-inclusive plan includes access to Aira Intelligence Premium Features through the Aira application, subject to availability, periodic updates, and any additional terms and conditions that may apply from time to time.

8. Right to charge a deposit

If you request us to investigate or fix an issue under the Aira all-inclusive plan, we reserve the right to charge a deposit before commencing any work. The deposit amount will be determined at our discretion and communicated to you in advance.

If the issue is found to be covered under the Aira all-inclusive plan, the full deposit will be refunded to you. If the issue is not covered under the Aira all-inclusive plan (e.g. due to exclusions, misuse, or other factors), the deposit may be applied toward the cost of inspection, diagnosis, and/or repairs (including labour, material and call-out fee). Any remaining balance of the deposit will be refunded or credited to you.

9. Exceptions to Warranties and Service Commitment

The Warranties are valid for the Warranty Period only. The Service Commitment is limited to regular service and maintenance and will not cover any substantial repair or replacement work.

The Warranties and the Service Commitment do not apply to, and Aira shall not be obliged to rectify any, malfunctions, defects or issues arising as a result of:

(a) defects in, or your improper or negligent use of, a pre-existing system or other components (e.g. cables, pipes, radiators, thermostats, electrical system etc.) not supplied by us;

(b) your improper and negligent use of the air source heat pump (or any ancillary products or components supplied by us in connection therewith, such as radiators) or your failure to use it in accordance with the provisions of the technical documentation;

(a) your negligence, carelessness in the use and maintenance of the air source heat pump (or any ancillary products or components supplied by us in connection therewith, such as radiators or Aira thermostat), including when you have not done something we have said you should do (e.g., keep air source heat pump clean from leaves and debris, clean and/or change filters and other consumables that we provide you with, bleed radiators and adjust water pressure);

(b) lighting, storm, power surges, fire, flood, earthquake, explosion or other natural disaster;

(c) accidental damage, vandalism or other violent or forceful or negligent act or incident (whether intentional or not and including damage caused by animals or objects such as falling trees);

(d) with respect to the temperatures in a room being too low, the room in question not being equipped with radiators or other heat emitters of the size and standard recommended by Aira;

(e) moving the air source heat pump (or any part of it) to a different property;

(f) moving the air source heat pump (or any part of it) or any ancillary products or components (such as radiators or Aira thermostat) to a different place than where it was originally installed without our written permission;

(g) any tampering with or alteration of the air source heat pump (or any ancillary products or components supplied by us in connection therewith, such as radiators or Aira thermostat);

(h) any unauthorized repair work on the air source heat pump by you or third parties;

(i) combining the air source heat pump with other items that are not intended to be used together with the air source heat pump;

(j) any extension to or modification of your home (including adding or removing walls, adding or replacing windows, doors, insulation, radiators, underfloor heating, ceiling or other items resulting in a change of circumstances from when the air source heat pump was installed, such as increased heat loss of the property);

(k) water from own water fountain used for your air source heat pump not meeting the following minimum water quality standards:

• consistency of chloride ion ≤300 ppm (300mg/l);
• PH value: 6-8;
• no ammonia contamination;
• water pressure: 1.0-1.8 bar; or

(l) any other factor outside of our control.

The Warranties are also subject to age deduction (see section 11).

10. Reporting and managing defects and malfunctions

If your air source heat pump fails to work properly during the Warranty Period, you shall contact us to inspect and arrange any necessary repairs. We may also contact you to inspect the air source heat pump during the Warranty Period if we have reason to believe that there is an issue with it. We shall attempt to fix any identified issue at least three times. We may carry out any repairs or replacements that we deem necessary in order to fix the air source heat pump, which may include remote and on-site repair work, replacing the whole or part of the air source heat pump, adding or increasing the size of radiators, or changing pipework or electrical works.

For the duration of the Warranty Period, you agree to cooperate with us and allow us to carry out any and all inspections, repairs or replacements deemed necessary by us in order to get the air source heat pump working and complying with the Warranties. If you prevent us from doing this, it will invalidate the Warranties.

We reserve the right to use qualified technical personnel of our own or companies operating in the same industry.

If you do not report any defect, malfunction or other issue to us as soon as reasonably possible and in any event within two months from the date it was discovered, you shall not be able to ask us to fix the air source heat pump under the Warranties or claim other compensation.

You must not allow any third parties to carry out any repairs or other work involving tampering with the air source heat pump, and if you do, this shall invalidate the Warranties.

We will make all reasonable efforts to repair your air source heat pump (to the extent covered by the Warranties), including sourcing any necessary spare parts. If we are unable to repair the air source heat pump and get it working under the Warranties – whether due to unavailability of spare parts or other circumstances – we will replace it with an equivalent product or refund the purchase price for the air source heat pump to you. Any replacement or refund is subject to age deduction in accordance with section 11.

11. Warranty age deduction

General

Any refund or replacement product will be subject to an age deduction based on the total price you paid for your air source heat pump (including installation) under the Purchase Agreement (“Original Price”). For a refund, the applicable age deduction will be subtracted from the Original Price. For a replacement product, you will be required to pay an amount equal to the age deduction.

Start of deduction period

The age deduction will commence five years after the installation date of the air source heat pump.

Rate of deduction

From the beginning of the sixth year after installation, a deduction of ten percent (10%) of the original price for your air source heat pump and its installation will be applied for each full year thereafter.

Calculation of deduction

The deduction will be calculated as follows:

Replacement/refund value = Original Price - (10% × [Number of full years beyond five years])

Example: If a claim is made during the 9th year after installation (e.g., 8 years and 9 months after installation), the age deduction will be 30% (10% × 3 full years beyond the 5th year).

The total deduction will never exceed one hundred percent (100%) of the original cost of the Product and its installation.

12. No extension of Warranty Period

The Warranty Period under these Terms will not exceed 15 years from the date of installation of the air source heat pump covered by the Aira All-Inclusive Plan, regardless of any subsequent repairs, replacements (in whole or in part), or other actions taken under the Warranties and/or Service Commitment. This does not affect any rights you may have under the Consumer Rights Act 2015.

13. Right to inspect

If you sign up for the Aira All Inclusive Plan after installation of your air source heat pump, we reserve the right to inspect the air source heat pump within six months of the commencement the Aira All Inclusive Plan to ensure that it is in satisfactory condition and eligible for coverage under these Terms.

You agree to grant us or our authorised representatives access to the property where the air source heat pump is installed during reasonable hours to perform the inspection. If you fail to grant us access to inspect the air source heat pump within 14 days of request or at an agreed date and time, we reserve the right to limit or terminate coverage under the Aira All-Inclusive Plan until the inspection is completed.

If the inspection reveals any defects, damage, or other issues that would affect the validity of the Service/Warranty Agreement, we will inform you and may, at our discretion:

(i) recommend necessary repairs or maintenance to bring the air source heat pump into compliance (at your expense, unless covered under other agreements or statutory rights);

(ii) adjust the Terms to reflect the condition of the air source heat pump; or

(ii) terminate your Aira All-Inclusive Plan with immediate effect.

14. Transfer of the Aira All Inclusive Plan to a new homeowner

If you sell your home which has the air source heat pump in it, we may offer the buyer to take over your Aira All Inclusive Plan. In order to arrange for this, you need to notify us about the change of ownership and provide us with name and contact details of the buyer (email and telephone) by e-mail to support@airahome.com or by sending us a letter in the post.

By sending us the buyer’s name and contact details, you confirm that you have obtained the buyers consent to share such personal data with us.

15. Liability

We shall not be liable for any delay or interruption in providing any services or work to you under the Aira All-Inclusive Plan if the delay or interruption is caused by circumstances beyond our control (a force majeure event) or unforeseeable circumstances.

We shall not be liable if we are unable to carry out any work or provide any services to you where you do not allow us access to the property where the air source heat pump is installed, or if you behave negligently.

Our total aggregate liability, whether arising from negligence, breach of contract, misrepresentation, or otherwise, under or in connection with both the Purchase Agreement and the Aira All-Inclusive Plan, including these Terms, shall not exceed the sum of:

(i)  the purchase price paid by you for the air source heat pump; and

(ii) the total subscription fees paid by you for the Aira All-Inclusive Plan.

This combined liability cap applies to any single occurrence or series of occurrences, regardless of the basis of the claim.

We will not be liable for any other costs or losses, including but not limited to, loss of income or anticipated savings, loss of use of equipment, damage to property, your failure to get the appropriate permissions to install the air source heat pump or any redecoration or alteration works. We will not be liable to you for any amount granted under the government Boiler Upgrade Scheme, Home Energy Scotland Grant and Loan or any other grant scheme.

16. Fees, payment and subscription periods

The Aira All-Inclusive Plan is offered as a subscription service. The duration and initial fee for each subscription period are specified in the Quote. The subscription fee must be paid in advance, no later than the start of the subscription period, using the agreed payment method. The start date of your first subscription period will be the date your air source heat pump is installed in accordance with the Purchase Agreement or such later date specified in the Quote.

We reserve the right to adjust the subscription fee periodically, including for reasons such as inflation or increased costs. Any price change will be communicated to you at least one month before they take effect and will not apply to you until after the end of your current subscription period. If you do not agree with a price adjustment, you may cancel your subscription at any time before the change is implemented. The cancellation will take effect at the end of your current subscription period.

Unless required by law to issue a refund (including if you exercise your statutory right to cancel as outlined in section 18.1), we do not provide refunds, either in whole or in part, for any fees paid. However, if you are entitled to cancel the Aira All-Inclusive Plan with immediate effect, we will refund the portion of the subscription fee corresponding to the unused term of the plan.

Your agreed payment method is set out in the Quote. We may offer a selection of payment methods from time to time. Contact us if you wish to change or update your payment method.

17. Changes to the terms & conditions

We reserve the right to amend and update these Terms from time to time. Any changes will be communicated to you at least one month before they take effect. If a change negatively impacts your rights or obligations in any significant way, it will not apply to you until the end of your current subscription period. In such cases, you may cancel your subscription at any time before the change takes effect, and the cancellation will be effective at the end of your current subscription period.

18. Your right to cancel the Aira All Inclusive Plan

18.1 Your statutory right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the statutory right to cancel your subscription within 14 days of entering into the agreement, without giving any reason.

To exercise the right to cancel, you must inform us of your decision to cancel by a clear statement (e.g. downloading, filling in and sending the withdrawal form available on our website, or any other communication expressly stating the decision to withdraw and sending such communication by e-mail to contact@airahome.com or a letter sent by post).

If you cancel within the 14-day cancellation period, we will reimburse any fees you have paid for the subscription, provided no services have been accessed or used during this time. If you have accessed or used the services within the 14-day period, we may deduct an amount proportionate to the value of the services provided before cancellation.

We will process any refund due to you within 14 days from the date we receive your cancellation request, using the same payment method you used for the initial transaction, unless you agree otherwise.

This statutory right to cancel is in addition to any other rights you may have under these Terms or applicable law.

18.2 Your general right to cancel

You may cancel your Aira All-Inclusive Plan at any time by contacting us (see section 22). Your cancellation will take effect at the end of the current subscription period.

After cancellation of your Aira All-Inclusive Plan, we have no obligation to offer you to renew the Aira All-Inclusive Plan or sign up to a new Aira All-Inclusive Plan.

19. Our right to cancel or suspend the Aira All Inclusive Plan

We reserve the right to cancel the Aira All Inclusive Plan with immediate effect if you are in material or repeated breach of your obligations under these Terms.

If you fail to pay the subscription fee for the Aira All Inclusive Plan on time, the Aira All Inclusive Plan will be automatically suspended until payment is made. During a suspension, you will not benefit from our Service Commitment or be entitled to any rectification for defects, malfunctions or other issues covered by the Warranties. If a payment remains due but unpaid for more than 30 days after we have sent you a reminder, we are entitled to cancel your Aira All-Inclusive Plan subscription with immediate effect.

After cancellation of your Aira All-Inclusive Plan, we have no obligation to offer you to renew the Aira All-Inclusive Plan or sign up to a new Aira All-Inclusive Plan.

Without limiting any other cancellation rights, we reserve the right to terminate your Aira All-Inclusive Plan after the expiry of the Warranty Period by providing you with at least one month's prior notice. In such a case, your Aira All-Inclusive Plan will end at the conclusion of the current subscription period.

20. Complaints

We hope you do not have any need to complain, but if you do need to make a complaint, please email contact@airahome.com and we will do our best to resolve the issue with you.

21. Using your personal information

You agree that we may use any personal data you provide to us in accordance with our Privacy Policy which is available at www.airahome.com.

22. Contact us

You can contact us by email, phone or post:

Email: contact@airahome.com

Phone: 0330 822 5493

Post: AIRA HOME UK, Noah’s Yard,  10 York Way, London N1 9AA

23. General

These Terms shall be governed by and construed in accordance with the laws of England and Wales.

We may transfer, subcontract, assign or novate any or all of our rights or obligations under these Terms without your consent.

Should one or more provisions of these Terms be or become invalid or ineffective in whole or in part, the validity and enforceability of the remaining provisions shall nevertheless remain unaffected.

These Terms do not affect your legal rights under the Consumer Rights Act 2015.

Appendix

Lowest expected temperatures

The lowest expected temperature that applies to your air source heat pump Warranty is the temperature of the location closest to your home where the air source heat pump is installed: