Terms of sale

These terms are the contract between you and Duneair Ltd. They apply when you buy a system, a survey, or AirCare from this website. Please read them before you order — by paying, you accept them.

There is no phone number, and that is a decision rather than an omission — the reasoning is on the contact page. Everything in this contract can be done by email, including cancelling.

A named heat pump, supplied and installed at the address you give us, for the price shown. One indoor unit and one outdoor unit serving one room, unless you have bought a multi-room package.

Included in the price

• The unit itself, of the make and model named on the product page and in your order confirmation
• A pre-install survey, including the MCS 020(a) noise calculation and a written Room Study
• Installation by an F-Gas certified engineer, and commissioning
• Standard pipework up to the length stated on the product page, and making good the immediate area
• Your certificates, and registration of the manufacturer warranty

Not included

• Electrical work beyond connecting to an existing suitable supply. If your consumer unit needs upgrading, that is quoted separately
• Scaffolding, or access equipment beyond a standard ladder
• Structural work, asbestos removal, or redecoration beyond the immediate area
• Removing or disposing of an existing system, unless we have agreed it in writing
• Anything the survey identifies as non-standard, which is clause 7

Photographs on this site are illustrative and show installations of the type we do, not your property. The unit you receive is the make and model named in your order.

1. 1You choose a system and pay on the checkout page. Placing the order is an offer to buy — the contract does not exist yet.
2. 2We email you an order confirmation. That email is the moment the contract starts, and it is your durable copy of it: it carries your order details, the cancellation deadline and the cancellation form.
3. 3If we cannot accept the order, we tell you and refund you in full.

The reasons an order is not accepted, in practice: we do not yet cover your area, the property is one we cannot safely install at, or the price shown was obviously wrong.

Every price on this site is the total you pay for what is listed as included. There is no delivery charge, no booking fee and no call-out fee, and we do not add anything at the end.

The price shown is the total. We are not VAT registered, so there is no VAT to add.

If that changes — and it will once we pass the registration threshold — the price you were quoted for an order already placed does not change. Installing a heat pump in a home is zero-rated for VAT in any case, under the energy-saving materials relief that runs to 31 March 2027, so registering would not add anything to an installation price.

Payment is by card, taken through Stripe on our checkout page. We never see or store your card number. The full price is taken when you order.

A survey booked on its own is £95.00, and is refunded in full against your installation if you go ahead — refunded to the card you paid with, not held as credit.

We do not offer finance or credit of any kind. If that changes, it will be described here before it is offered.

When the equipment becomes yours

The equipment stays ours until we have received payment in full and it has been installed. Since you pay up front, this matters in one situation only: if a payment is later reversed or charged back after we have fitted the system, the equipment remains ours until the position is resolved.

1. 1You pick an install date on your order page.
2. 2We survey the property — room-by-room sizing, the MCS 020(a) noise calculation, and photographs of the proposed routes and positions. This is usually remote, from photographs you send and the address.
3. 3We send you the Room Study: where the indoor head sits, how the pipework runs, where the outdoor unit goes, and what the noise calculation came to. You approve it, or you tell us what to change.
4. 4We install, commission, and hand over your certificates.

Photographs

The survey depends on photographs of the relevant rooms and outside walls, which you upload from your order page. If we do not have them, we cannot survey, and an install date may move. What we do with those photographs, and how long we keep them, is in the privacy notice.

Sometimes the survey finds something the product page does not cover: a longer pipe run, a wall that will not take the bracket, an electrical supply that needs work, asbestos, or a position that cannot meet the noise limit.

• We tell you before any work starts, never after
• You get the difference quoted in writing, and you can accept it or cancel
• If you cancel at that point you are refunded in full, including the survey fee
• If we cannot do the job at all, you are refunded in full and you are not charged for the survey that told us so

We may also decline the job at this stage. If we do, the same refund applies — you are never left having paid for a system we have decided not to fit.

What we need from you

• Access to the property for the working day, and somewhere to park within a reasonable distance
• That you own the property, or have the owner's written permission. We will ask, and we cannot fit to somebody else's wall on your say-so
• Any consent the building needs: a landlord, a freeholder, a management company, or listed building consent
• An electrical supply that meets current regulations
• That you have told us anything that affects the work — asbestos, structural issues, or a previous system removed badly
• Somewhere safe for an engineer to work, and any pets kept clear of it

If we cannot work when we arrive

If we arrive and cannot work because one of the things above is missing, we may charge a reasonable amount towards the wasted visit. We will tell you the figure before we charge it, it will never exceed what the visit actually cost us, and we will not charge it where the reason was outside your control.

Your existing system and your building

We are responsible for our own work. We are not responsible for the condition of an existing system we have not installed, for pre-existing faults in your electrics or your building, or for damage that follows from something you did not tell us about. If we find something like that, we stop and tell you rather than working around it.

We make good the immediate area — the wall the unit is fitted to, and where pipework passes through. We do not redecorate a room, and we cannot match every finish exactly. If matching matters to you, say so at survey and it goes in the Room Study.

We install within 30 days of your order unless we agree a later date with you, which in practice you choose yourself when you book. If we need to move a date, we tell you as soon as we know and offer you the next available one.

If something outside our reasonable control delays us — weather that makes working at height unsafe, a manufacturer supply failure, illness — we are not liable for the delay itself, but you can cancel and be refunded in full if it drags on. That is your right and we will not argue about it.

You can move your install date yourself from your order page. If you move it at short notice more than once, we may ask you to rebook rather than holding an engineer.

You have 14 days to cancel from the day you place the order, without giving a reason. Booking an install date is you asking us to start inside that window, and it is the only thing that starts work early.

The full detail — how to cancel, the cancellation form, what happens once installation is complete, and how refunds are paid — is in the cancellation and refunds document, which forms part of these terms.

We are under a legal duty to supply goods that conform to this contract, and nothing in these terms affects your rights under the Consumer Rights Act 2015.

• The equipment must be of satisfactory quality, fit for purpose and as described
• The installation must be carried out with reasonable care and skill
• Within 30 days of installation, a fault with the equipment entitles you to reject it and be refunded in full

Our workmanship guarantee, the manufacturer warranties, what voids them and how to claim are set out in the guarantees and warranties document, which forms part of these terms.

AirCare is an optional annual service plan at £14 a month — £168 a year — billed monthly with no minimum term. Declining it does not affect your installation or any right you have under these terms.

It is a separate rolling contract with its own terms, its own cancellation right and its own start date, which is the day your system is fitted and working rather than the day you order. Those terms form part of your contract only if you take the plan.

Most domestic installations in England are permitted development, and the noise calculation is what decides it. We run the MCS 020(a) calculation as part of every survey and give you the result in writing — that document is what demonstrates the installation qualifies.

The guides on this site explain how the rules work and are kept current against primary sources. They are general information about the rules, not advice about your property — your survey is the document that speaks to your property.

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of that failure. We are not responsible for loss that is not foreseeable.

We hold £2m public liability insurance. We do not supply these systems for business use, and if you use one for any commercial purpose we have no liability to you for loss of profit, loss of business or business interruption.

If something has gone wrong, email hello@duneair.com with your order reference. We acknowledge within two working days and aim to resolve within 14.

How we handle complaints, how to escalate one, and what to do if we cannot agree — including alternative dispute resolution and your right to go to court — is in the complaints document.

• We may change these terms. The version that applies to your order is the one published when you placed it, and we will email you if we change something that affects a live order or subscription.
• We may transfer this contract to another business, and will tell you if we do. Your rights under it are unaffected.
• Your contract is with us. We use self-employed engineers and subcontractors to carry out the work, and we remain responsible to you for it.
• You may not transfer your rights under this contract to someone else without our written agreement — though a manufacturer warranty may transfer with the property, and we will not stand in the way of that.
• If a court finds part of these terms unlawful, the rest continues to apply.
• If we do not insist on something immediately, that is not us giving it up.
• These terms are governed by the law of England and Wales, and you can bring court proceedings in England and Wales. If you live in Scotland or Northern Ireland, you can bring them there instead.