Terms and Conditions

Ventilation System Servicing

• Inclusions for all services & call outs are detailed on our website www.hrv-group.com and in quotations (online and emailed)
• 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
      4.  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 www.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 (www.theairshop.co.uk) to set up your filter subscription.  The Air Shop are a brand of the HRV Group
• If rebalancing is required for airflows, unless otherwise stated or requested, all air flow re balancing and or commissioning will be to Approved Document F - 2010 Edition incorporating 2010 and 2013 

Remedial Jobs

• 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
• If rebalancing is required for airflows, unless otherwise stated or requested, all air flow re balancing and or commissioning will be to Approved Document F - 2010 Edition incorporating 2010 and 2013

HRV Service Plans Terms and Conditions: MVHR

The Service Plan Agreement covers only the following;

1. the annual servicing of the ventilation system whereby HRV Group will provide a MVHR Service (inclusions detailed below) at the SITE ADDRESS, ONCE per calendar year for the term of the agreement
   
   
2. AND (where applicable based on the service plan signed up for) 6 monthly replacement filters to be sent directly to the SITE ADDRESS
   
   

• The Service Plan is a fixed term agreement
• Your service Plan will commence 7 days AFTER set up when the first payment will be taken
• We use Go Cardless as our secure direct debit provider - you will recieve confirmation of your direct debit set up directly from them
• We will collect monthly payments via Direct Debit on the same calendar day every month for the set service plan term (e.g.1 year agreement = 12 monthly instalments)
• If you cancel your Direct Debit through your bank, this does not cancel the service agreement and we will contact you directly to take payment for outstanding monies owed, or instruct a third party to do this on our behalf
• If we can’t reach you regarding outstanding monies owed, we will cancel the service plan and hold any payments made until we can discuss this with you
• We will contact you 30 days prior to the service being due on your unit to book in a service engineer to complete the works
• If you are due to receive a 6 monthly filter replacements as part of your service plan, this will be sent directly to your site address via our sister company The Air Shop (theairshop.co.uk) and by agreeing to the terms and conditions of this service plan, you agree for your details to be passed to The Air Shop, only to process your filter order
• When your filter order is processed you will receive confirmation from the The Air Shop that your order is being process and filters will be sent via Royal Mail 48 hour service and a tracking number will be provided
• You have a cooling off period of 14 days (from the start of the service plan contract) in which you can cancel the agreement without penalty.  If you do cancel within 14 days, we will issue a refund within 7 working days where/if payments have been made
• You can request a cancellation of your service plan, giving 1 calendar month notice by sending an email to enquires@hrv-group.com providing your service plan number, full name and site name and the reasons why you wish to cancel your service plan – we will respond within 7 working days
• An administration cost of £85 + VAT will deducted from any monies refunded should a cancellation be agreed
• Service Plans are not transferrable in the event of moving to a new address/property as the age, condition and type of unit may differ from the original set up. We offer loyal customers preferential rates, so please contact us to discuss the details and we provide a suitable solution for cancellation of the service plan and looking after a new system.

Definitions for Service Plans

Free Filters for the Life of your Service Plan

• We offer free filters for the life of your service plan on a select makes and models.  This will be clearly shown on the plan you choose online and will be confirmed when you have completed the set up.
• Free Filters included for your system are Basic Barrier (G3 Grade)
• Filters will be sent at 6 month intervals in between servicing (filters replaced at service)

Example based on 2 Year MVHR service plan including free filters for the life of your plan;

Eco Filters for the life of your Service Plan

We offer a unique 6 monthly Eco Filter replacement programme on select makes and models.  This will be offered and detailed on the plan you choose online and will be confirmed when you have completed the set up.

The Eco Filter programme provides the filter material only to be simply replaced by the homeowner/occupant in the plastic frame or casing.  This offers a long-term sustainable option where plastic frames are not sent to landfill and reused.

Filter material supplied will be Basic Barrier Grade (G3) and meet the requirements of
Filters will be sent at 6-month intervals in between servicing (filters replaced at service) and an instruction video will be available for ease of replacement

Example based on 2 Year MVHR service plan including free filters for the life of your plan;

Filters Included in your Service Plan

We offer service plans with 6 monthly filter replacements included in price of the service plan on a select makes and models.  This will be offered and detailed on the plan you choose online and will be confirmed when you have completed the set up.

Filters included in the plan will be the lowest grade available including Basic Barrier (G3) and Dust Destroyer (G4).
Filters will be sent at 6-month intervals in between servicing (filters replaced at service)
Filters have been discounted from standard or typical online pricing to offer cost savings per year.

Example based on 2 Year MVHR service plan including free filters for the life of your plan;

For Commissioning Only 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
• Unless otherwise stated or requested, all air flow re balancing and or commissioning will be to Approved Document F - 2010 Edition incorporating 2010 and 2013 

Privacy & Security
For full details of our privacy policy, please download on our website www.hrv-group.com or request in writing from 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

Version Updated February 2023