Terms of Service

1. Service Agreement

1.1 Acceptance of Terms

By engaging Mainteniq for services, you agree to these terms and conditions. Our services are provided according to British Standards, Gas Safe regulations, and all applicable UK law.

1.2 Service Scope

• HVAC system installation, maintenance, and repair
• Building Management System (BMS) services
• Fan Coil Unit (FCU) and Heat Interface Unit (HIU) maintenance
• MVHR (Mechanical Ventilation with Heat Recovery) services
• Emergency call-out services
• Energy efficiency consultations
• Compliance certifications and safety inspections

1.3 Professional Standards

All work is performed by Gas Safe registered engineers and F-Gas certified technicians. We comply with Building Regulations and Health & Safety requirements.

2. Booking and Scheduling

2.1 Service Requests

• All bookings must be confirmed in writing (email or signed agreement)
• Emergency services available 24/7 with premium rates
• Minimum 24 hours notice required for non-emergency appointments
• Access requirements must be communicated at booking

2.2 Cancellation Policy

• 24+ hours notice: No charge
• Less than 24 hours: 50% of service charge
• No access provided: Full service charge applies
• Emergency calls cannot be cancelled within 2 hours

3. Payment Terms

3.1 Payment Methods

• Bank transfer (preferred)
• Credit/Debit cards
• Corporate accounts (30-day terms available)
• Cash for emergency services under £500

3.2 Payment Schedule

• Maintenance services: Payment due on completion
• Installation projects: 50% deposit, balance on completion
• Large commercial projects: Staged payments as agreed
• Emergency services: Payment due before engineer departure

3.3 Late Payment

Late payment charges of 8% per annum plus Bank of England base rate apply to overdue invoices. We reserve the right to suspend services for accounts over 30 days overdue.

4. Warranties and Guarantees

4.1 Workmanship Warranty

• 12 months guarantee on all labour and workmanship
• Parts warranty as per manufacturer terms (typically 1–5 years)
• Installation warranties up to 6 years for commercial systems
• Annual maintenance contracts include priority service

4.2 Warranty Exclusions

• Damage caused by misuse or neglect
• Normal wear and tear
• Modifications by third parties
• Force majeure events
• Failure to follow maintenance recommendations

5. Liability and Insurance

5.1 Insurance Coverage

• Public liability insurance: £2,000,000
• Professional indemnity: £1,000,000
• Employer's liability: £10,000,000
• All relevant trade certifications and licences

5.2 Limitation of Liability

Our liability is limited to the value of the service provided. We are not liable for consequential losses, business interruption, or indirect damages unless caused by our negligence.

6. Health and Safety

6.1 Site Safety

• All engineers carry relevant safety equipment and certifications
• Risk assessments conducted for all commercial work
• COSHH assessments for chemical handling
• Compliance with CDM regulations on construction sites

6.2 Customer Responsibilities

• Provide safe access to work areas
• Inform us of any known hazards (asbestos, etc.)
• Ensure adequate lighting and ventilation
• Remove personal belongings from work areas

7. Intellectual Property

All designs, specifications, and documentation remain our intellectual property. Customers receive a licence to use for the intended purpose only.

8. Dispute Resolution

8.1 Complaints Procedure

We aim to resolve all complaints within 7 working days. See our Complaints Procedure for detailed steps and escalation process.

8.2 Governing Law

These terms are governed by English law, and any disputes will be subject to the exclusive jurisdiction of English courts.

9. Termination

Either party may terminate ongoing contracts with 30 days written notice. Emergency services and completed work are not subject to termination.

10. Contact Information