AirCare plan terms

AirCare is an annual service visit for the system we installed, on a date we book with you, paid for monthly. An annual visit, on a date we book with you. Most of what goes wrong with a heat pump is gradual — a slow refrigerant loss, a clogged filter, a fan drawing more than it should — and none of it announces itself. You notice the bill, eventually.

What each visit includes

• Annual service and leak check — Refrigerant pressures, charge weight, electrical checks and a leak test on the circuit. The results go in writing, the same way the survey did.
• Filters cleaned and the coil checked — The single biggest cause of an efficient unit quietly becoming an inefficient one. Two minutes of the visit, and the part most people never do.
• A performance report — What it drew, what it delivered, and how that compares with the figures it was commissioned at. If it has drifted, you find out from us rather than from your electricity bill.
• Your warranty kept valid — Manufacturer warranties on these units run five to seven years and generally require an annual service to remain in force. This is the service that does it.

What it does not include

• Parts and repairs — those are quoted separately, at cost plus fitting
• Accidental damage, or anything a third party has worked on
• It does not extend the manufacturer warranty. It keeps the existing one valid

If a visit finds something that needs a part or a repair, we quote it separately and you decide. We never carry out chargeable work on the day without asking.

We email you on the day it starts, telling you the amount, the date of the first payment and how to cancel. If your installation never happens, the plan never starts and you are never charged.

Your first service visit is due around twelve months after installation. We contact you to book it — you do not have to remember.

If a payment fails

Cards expire and banks decline things. If a payment fails we email you and try again over the following days. If it still cannot be taken we pause the plan and tell you — we do not let an unpaid balance quietly accumulate and then present it.

A paused plan does not entitle you to a service visit until it is brought up to date, but nothing is owed for the period it was paused and there is no reconnection fee.

We contact you when a service is due and agree a date. You need to give access to the property and to both units, indoor and outdoor.

• If you cannot make the date, tell us and we rebook. There is no charge for that
• If we arrive and cannot get access, we may charge a reasonable amount towards the wasted visit — the same basis as an installation visit, and never more than it cost us
• If we cannot reach you to book at all, we keep trying rather than quietly counting the year as used

The written performance report goes to you after each visit and is what proves the service happened. Keep it — a manufacturer warranty claim usually turns on being able to show the services were done.

Keeps the warranty valid and the efficiency where you bought it.

The plan does not extend the manufacturer warranty and does not replace it. It keeps the existing one alive. What each warranty covers is in the guarantees document.

We may change the monthly price. If we do:

• We give you at least 30 days' notice by email, saying what the new price is and when it starts
• You can cancel before it takes effect, and pay nothing more
• If you do nothing, the new price applies from the date in the notice

We will not change the price of a plan in its first twelve months.

Email hello@duneair.com quoting your order reference and we stop it. No notice period, no exit fee, no retention call, and no form to complete.

Monthly, cancel any time, no minimum term. If you cancel you keep whatever you have already had — there is nothing to claw back.

Your 14-day right

As a distance contract, the plan also carries a statutory 14-day cancellation right running from the day it starts — the day of installation. Cancel inside that and you are refunded anything taken, unless you have already had a service visit, in which case we may charge a proportionate amount for it.

If we stop it

We can end the plan by giving you 30 days' notice, and we refund anything paid for a period after it ends. We would do that if we stop offering the plan, or if we can no longer service your system safely — not as a way out of a warranty claim.

Cancelling the plan does not affect your installation, your workmanship guarantee, your certificates or your statutory rights. It affects the manufacturer warranty only in that somebody else then has to do the annual service.

So you always know what is being taken and can stop it:

You can also see the plan's status on your order page at any time, without logging in or remembering a password.