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Aira Terms and Conditions


Version: 1.1/2024
Effective from: 5 February 2024


Please read this document carefully as it sets out the terms and conditions of your new air source heat pump and the services relating to your air source heat pump.

These Terms are based on the information you have provided to us and that we have gathered during the on-site visit of your home. If any of this information changes you must let us know immediately as it may impact your Quote and/or our ability to complete your installation.

These Terms together with the Quote form the contract between us and you for the installation of your new air source heat pump and the services relating to your air source heat pump. By having an air source heat pump system installed you accept these terms and conditions.




“air source heat pump” means the air source heat pump unit designed for home use and other materials installed as part of the agreed air source heat pump system technical design.

“Quote” means a quote of the price to be paid for the installation of an air source heat pump and the supply of the services relating to the air source heat pump.
“Terms” means these terms and conditions set out in this document.

“Warranty” means our 10 year warranty from the date of installation where we guarantee the proper functioning of the air source heat pump.

“we”, “us” or “our” means Aira Home UK Ltd, as the provider of the services for your air source heat pump and the installation of your air source heat pump.



Our clean energy experts shall make a preliminary assessment of the eligibility and feasibility of the works required. If our clean energy experts believes you to be eligible, they shall arrange a date and time for an on-site visit at your home.

Even where you meet the eligibility criteria, there may be other factors which would prevent us from completing the installation or which would require additional works to be carried out first. This is why we will carry out an on-site survey to verify the feasibility for the installation of the air source heat pump.

If we positively assess the feasibility of the installation of a new air source heat pump, we will provide you with a Quote and these Terms.

We will tell you if we think you need to do anything to your home, such as improving insulation, before we start work. In some cases, we can arrange to carry out this work for you through one of our subsidiaries or a partner, otherwise you must arrange to carry out this preparatory work yourself.

The Quote is valid for thirty (30) days for you to accept. To confirm your order, you need to confirm to us via the link we send to you indicating that you accept the Quote and these Terms. After this, your Quote will not be valid and you may need to get another one from us.




You may have the right to cancel, without giving any reason, starting from the day you accept the Quote and ending 14 days from the day where you acquire physical possession of the last product related to the air source heat pump.

To exercise the right to cancel, you must inform us of your decision to cancel by a clear statement (any communication expressly stating the decision to withdraw and sending such communication by e-mail to contact@airahome.com or a letter sent by post).

We will refund you any money you have paid. If you have agreed in writing that installation work will commence before the cancellation period expires, and you subsequently cancel, reasonable payment may be due for any work carried out. You must confirm in writing that work may commence before your cancellation period expires.

If you cancel this contract outside the cancellation period, you may have to pay to us reasonable costs for any losses we may have incurred.



We will commence work on preparing the air source heat pump for delivery and developing an installation plan from the day you accept the Quote. We may, at our discretion, wait until your right to change your mind elapses (see ”Right to Cancel”).

Our preparatory work may include a survey of your property, assessment for an Energy Performance Certificate (EPC), an in depth technical survey, foundation works in respect of an outdoor unit and/or any other preparatory matter. You agree to provide us with safe and unobstructed access to your property to carry out our preparatory work.

Our fees and charges for preparatory work are clearly shown on the Quote. By accepting the Quote, you give us permission to go ahead with any preparatory work specified in the Quote. If you change your mind and cancel after commencement of these preparatory works, you will be charged a reasonable proportion of the fees shown for them on the Quote.



The price is indicated in the Quote.

The terms of payment are contained in the Quote and are to be made by bank transfer. Unless otherwise agreed, the price shall be paid within ten (10) days after we have installed your air source heat pump.

HIES will not cover deposits or advance payments in excess of 25% of the contract value or more than £5,000.



We will contact you to arrange a time for delivery and installation of the air source heat pump. We may use entrusted couriers and/or carriers of our own choice to carry out the delivery to you.

You shall become the owner of the air source heat pump on payment of the price set out in the Quote. The risks (whether of loss, damage or otherwise) in respect of the air source heat pump are transferred to you on delivery of the air source heat pump to your property.

We will have agreed with you a timetable for carrying out the delivery and installation. Any timetables we give are our best estimates and we will do what we can to keep to them. Where we think that there will be a delay, we will let you know as soon as possible and agree a new timetable with you.

We will perform the installation with reasonable skill and care, in a good and workmanlike manner and in accordance with the standards set by the Microgeneration Certification Scheme (MCS). We shall comply with all applicable laws.

You must ensure that the installation premises is prepared and cleared. Prior to installation, we will provide you with a checklist indicating necessary preparations you must make before installation starts. If you have any questions or problems, please contact customer support.

After installation of your air source heat pump, we will arrange for free collection of the waste electrical and electronic equipment on a one-for-one basis by a licensed waste carrier.



You may request additional services to be performed at the time of delivery and installation or at a later time. E.g., you might request extraordinary maintenance and assistance services for malfunctions not covered by law and/or the Warranty, and any other additional service not included in your Quote.

Any changes in the property necessary for the installation of the air source heat pump (e.g., holes and abrasions in the masonry or plasterwork) shall not be made good by us. Any repair is an additional service and is not included in the Quote and, shall be paid in addition to the price set out in the Quote.



In performing maintenance services on the air source heat pump system and any other additional service, we may use qualified technical personnel or companies operating in the same industry. Regular maintenance services (but not additional services) are covered by our 10 year Warranty.

We shall contact you before any planned maintenance service to schedule an appropriate time. You shall facilitate our performance of maintenance services after installation by allowing our staff access to your home. If you prevent us from carrying out our maintenance services it will invalidate the Warranty. 


We shall not be liable if we are unable to carry out the installation or provide any services to you if the failure is caused by circumstances beyond our control (a force majeure event) or unforeseeable circumstances. In such cases, you shall be entitled to a full refund of the total price paid.

We shall not be liable if we are unable to carry out the installation or provide any services to you where you do not allow us access to the property for the delivery and installation of the air source heat pump, or if you behave negligently. In such cases, you are liable to reimburse us for the costs incurred up to that time.

Our aggregate liability, whether for negligence, breach of contract, misrepresentation or otherwise, shall in no circumstances exceed the purchase price paid by you in respect of any occurrence or series of occurrences.

We will not be liable for any other costs or losses, including but not limited to, loss of income, loss of use of the equipment, 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.



Your air source heat pump comes with a Warranty.

The Warranty includes:

(a) the proper working of the air source heat pump; and

(b) the air source heat pump’s ability to maintain minimum indoor temperature as follows:

Room Temp. (˚C)
Living room: 21
Dining room: 21
Bedsitting room: 21
Bedroom: 18
Hall and landing: 18
Kitchen: 18
Bathroom: 22
Toilet: 18

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.

The Warranty does not include malfunctions as a result of:

(a) defects in a pre-existing system or other components (e.g., cables, pipes, radiators, etc.) not supplied by us;

(b) your improper and negligent use of the air source heat pump or your failure to use it in accordance with the provisions of the technical documentation;

(c) your negligence, carelessness in the use and maintenance of the air source heat pump, including when you have not done something we have said you should do (e.g., replacement of filters);

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

(e) accidental damage, vandalism or other violent or forceful act or incident;

(f) any tampering with or alteration of the air source heat pump; or

(g) 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 heat loss).

If the air source heat pump fails to work properly withing the Warranty period, you shall contact us to inspect and arrange any necessary repairs. 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 replacing the whole or part of the air source heat pump, adding or increasing the size of radiators, or changing pipework. You agree to allow us to carry out any and all repairs or replacements deemed necessary by us in order to get the air source heat pump working and complying with the Warranty.

If you do not report any defect to us as soon as reasonably possible and 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 Warranty.

You must not allow any third parties to carry out any servicing or repairs to the air source heat pump, and if you do, this shall invalidate the Warranty.

If we are unable to fix the air source heat pump and get it working under the Warranty, we will refund the purchase price to you.

If you sell your home which has the air source heat pump in it, the Warranty can be transferred to a new owner if you notify the change of ownership to us by e-mail to contact@airahome.com or by sending us a letter in the post. The new owner is then bound by the provisions of these Terms.



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.



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.



You can contact us by email, phone or post:


0330 822 5493

Noahs Yard
10, York Way
London, N1 9AA




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.

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