Aira Terms and Conditions

Version: 1.4/2024  

Effective from: 11 June 2024

Please read this document carefully as it sets out the terms and conditions of your new air source heat pump, solar system, battery storage system and/or EV charger and the services relating to these.  

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 Product System and the services relating to your Product System. By having a Product System installed you accept these terms and conditions.    

Definitions  

“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.  

“battery storage system” means the battery/batteries and battery management system designed for home use and other materials installed as part of the agreed battery storage system technical design.

“EV charger” means the EV charger designed for home use and other materials installed as part of the agreed EV charger technical design.  

“Product System” means the product system or systems purchased by you, being an air source heat pump, solar system, battery storage system and/or EV charger (as specified in the Quote).

“Quote” means a quote of the price to be paid for the installation of a Product System and the supply of the services relating to the Product System.  

“solar system” means the solar panels, inverter designed for home use and other materials installed as part of the agreed solar system technical design.  

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

“Warranty” means our warranty from the date of installation and for the Warranty Period where we guarantee the proper functioning of Product System (as further detailed in the Warranty section below).  

“Warranty Period” means the duration of the Warranty (starting on the date of installation) as specified in the Quote (for air source heat pump) or in the Warranty section below (for other Product Systems). If you have purchased more than one product as part of your Product System, they may each have different Warranty Periods.

“we”, “us” or “our” means Aira Home UK Ltd, as the provider of your Product System and the installation thereof.   

Eligibility   

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 Product System.  

If we positively assess the feasibility of the installation of a new Product System, 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.  

Unless otherwise specified in the Quote, 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.  

If the Product System is designed based on drawings rather than an on-site visit, as is the case with newbuild projects, we reserve the right to charge for any work or changes to the Product System or installation work required as a consequence of changes to the plans.  

Your right to cancel  

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 your Product System.  

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).  

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.    

Preparatory work   

We will commence work on preparing the Product System and associated materials 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 ”Your 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 air source heat pump outdoor unit and/or any other preparatory matter depending on what Product System you purchase. 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.  

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 Product System.  

If the time from acceptance of the Quote to the start of installation exceeds six months (other than as a result of any delay on our behalf), we reserve the right to adjust the price in accordance with inflation (CPIH from the Office for National Statistics) and/or for any changes in our product and/or labour related costs.

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

 
Our right to cancel

If you are not able to accommodate delivery and installation of the Product System within 12 months from acceptance of the Quote, we reserve the right to cancel the Quote and your purchase of the Product System (unless the Quote explicitly states anything else).  
 

Installation  

We will contact you to arrange a time for delivery and installation of the Product System. 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 Product System on payment of the price set out in the Quote. The risks (whether of loss, damage or otherwise) in respect of the Product System are transferred to you on delivery of the Product System 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.  

Before we deliver and install your Product System, we will create and share with you a complete design specification based on the preparatory work described above. It will include drawings, installation details and parts needed for the installation. These are all included in the price. Any changes you would like to make to the design (for example placement of a particular unit) need to be agreed with us before the installation starts. Changes may be subject to additional charge. We cannot promise that we will be able to meet your suggested changes.  

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 Product System, we will arrange for free collection of the waste electrical and electronic equipment on a one-for-one basis by a licensed waste carrier.  

Additional Services  

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 assistance services for malfunctions not covered by law and/or the Warranty, changes to installation design specification and any other additional service not included in your Quote.  

Any changes in the property necessary for the installation of the Product System (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.  

Liability  

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 Product System, 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 Product System 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.  

Warranty  

Your Product System comes with a Warranty. The Warranty is different depending on what Product System you have purchased and is subject to exceptions, as detailed in the below sections.

Air source heat pump Warranty

The air source heat pump 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:  

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.   
 

Solar system Warranty. 

The solar system Warranty includes the proper working of the solar panels and the inverter for a total Warranty Period of ten years as follows:

(a) Standard five years’ warranty for all parts including labour charges;

(b) Additional five years’ warranty on all major components excluding labour charges and LCD component/part installed.  

Battery storage system Warranty. 

The battery storage system Warranty includes the proper working of the battery cells and the battery management system (BMS) and if any battery storage product is found defective during the Warranty Period, the product shall be repaired or replaced. The following Warranty Periods apply to battery storage systems:

(a) Battery BMS: Five years

(b) Battery cells product (excluding installation/labour): Ten years or 6000 cycles for as long as it is being used on a daily cycle basis and only for energy storage system (cycle life per year must be below 700 times)

(c) Battery cells installation: For the first five years of the Warranty Period, the battery cells Warranty includes labour charges  

EV charger Warranty 

The EV charger Warranty includes the proper working of the EV charger for a total Warranty Period of three years.

Warranty exceptions

The Warranty for your Product System does not include malfunctions as a result of:

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

(b) your improper and negligent use of the Product System  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 Product System, including when you have not done something we have said you should do (e.g., keeping air source heat pump clean from leaves and debris, changing filters and other consumables that we provide you with, bleeding radiators and adjusting the water pressure);  

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

(e) 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);  

(f) moving the Product System (or any part of it) to a different property;

(g) moving the Product System (or any part of it) to a different place than where it was originally installed without our written permission;

(h) any tampering with or alteration of the Product System;  

(i) 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 which the Warranty was being provided with, such as increased heat loss of the property); or  

(j) 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

If your Product System fails to work properly within the Warranty Period, you shall contact us to inspect and arrange any necessary repairs. We may also contact you to inspect the Product System 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 Product System, which may include replacing the whole or part of the Product System, adding or increasing the size of radiators, or changing pipework or electrical works. You agree to allow us to carry out any and all inspections, repairs or replacements deemed necessary by us in order to get the Product System working and complying with the Warranty. If you prevent us from doing this, it will invalidate the Warranty.  

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 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 Product System under the Warranty.  

You must not allow any third parties to carry out any repairs or other work involving tampering with the Product System, and if you do, this shall invalidate the Warranty.  

If we are unable to fix the Product System and get it working under the Warranty, we will replace it or refund the purchase price to you.  

If you sell your home which has the Product System 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.  

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.  

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.  

Contact us  

You can contact us by email, phone or post:  
Email: contact@airahome.com

Phone: 0330 822 5493

Post: Noah’s Yard, Duke of York, London N1 9AA

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: