For servicing, remedial, call out and commissioning jobs;
Ventilation Servicing & Call Outs
Inclusions for all services/call outs are detailed at in HRV quotations and on the website www.hrv-group.com
- Where a quotation has been provided, your approval to proceed is confirmed by;
1. accepting via email – enquiries@hrv-group.com (please provide quote number)
2. using the online acceptance button
3. booking and paying online via our service quotation tool
3. Accepting via phone
- We use the information you provide to calculate the servicing cost including information about the Unit, Unit Location, Property Type and Size. By making your payment, you have agreed to the terms and conditions of our system servicing.
- All information you have provided will be confirmed by the service desk when we schedule your appointment. Our calls are all recorded for training and monitoring purposes.
- When we attend the property to complete the service, and the information that has been provided is incorrect, we reserve the right to apply additional charges which will be discussed, and payment will be required on the day with the engineer via a card machine. Additional charges will be discussed before work commences.
- We do not store any payment details on our website and use fully certified payment gateway providers including Square and PayPal
- If you have opted to pay only a deposit online, final payment will be taken via a card machine with the engineer on the property ON the day of the service
- For Call Outs, 25% of the value of the call out charge will be deducted from any follow on remedial work invoice
- If HRV are scheduled to complete a Ventilation Service which can’t be completed due to total failure of the unit (not component parts including motor and or control PCB)the job will roll back to a Call Out charge of £135.00 incl VAT. Where and if monies are owed, we can hold and/or apply these to follow on remedial works. If no remedial works are instructed, a refund will be issues within 5 working days
- Where HRV are scheduled to complete a Ventilation Service and the unit has a component part failure (e.g. motor or control PCB) the service will be completed without airflow balancing an a remedial quotation will be provided for the replacement part. Airflow balancing will be completed once the new part is installed.
- Cancellations charges apply as follows; If a call out or system service is cancelled less than 48 hours before the scheduled date, a charge of £135.00 (inclusive of VAT) will apply and this will be deducted from any monies already paid. If there are any monies outstanding they will be refunded within 5 working days and email confirmation will be sent.
- For failed appointments at the confirmed scheduled time/date due to no accessibility at the property, 100% of job (or remaining balance) will be invoiced.
- For details on how we store, process and manage your information, please refer to our Privacy Policy which can be found at hrv-group.com/privacy. If you have any concerns or questions regarding your information, please email us at enquiries@hrv-group.com
- If you choose to set up a Filter Subscription when booking your online MVHR service, your information will be passed to The Air Shop (theairshop.co.uk) to set up your filter subscription. The Air Shop are a brand of the HRV Group.
Remedials and Replacement Systems
- For Remedial jobs, a 50% pre-payment will be required at the point of the job being scheduled. Any remaining balance will be collected via a card machine ON the day at the property or via payment over the phone with the office.
- Cancellations of Remedial jobs less than 48 hours before the scheduled time and which are not re-scheduled within 28 days will incur a charge of 50% of the original quotation value at the point of cancellation.
- For failed appointments at the confirmed scheduled time/date due to no accessibility at the property, 100% of job (or remaining balance) will be invoiced.
- For Labour only jobs, we accept no responsibility for any issues or incorrect parts being supplied/purchased. The remaining balance for the job will be collected via a card machine with the engineer ON the day.
- When attending a job, any additional works required which are not part of the original quotation will be discussed/quoted prior to any further work being completed
- When we quote/schedule work, we ask questions to ensure we have the correct information about the unit, property and accessibility. We may ask for photos to be provided. If we attend site and the engineer deems the work to be a health and safety concern due to accessibility, electrical safety or any other hazard, we reserve the right to cancel the job and the deposit/call out will be non-fundable. We will provide information and recommendations for work that is required to be completed
Commissioning Jobs
- Unless HRV have signed off the ventilation design and/or carried out the full installation we cannot guarantee that the required airflows will be met
- If the system fails, the engineer with issue a report suggesting possible options to identify and solve the problem
- All wiring must have been completed by a qualified electrician and fan wiring for boost functionality is the responsibility of the client
- Any issues relating to electrical wiring is not included as part of the commissioning work
Privacy & Security
For full details on our privacy policy, please download on our website www.hrv-group.com or request in writing from HRV Group, 13 Market Road, London, TW9 4LZ
All personal information including address and payment details are stored and processed in accordance with our GDPR policy which is available, along with our general terms and conditions, to download on our website www.hrv-group.com