These terms apply to air-conditioning servicing, maintenance, fault-finding and repair works undertaken by WDI Group (Surrey) Ltd and should be read together with our Standard Quotation Terms & Conditions and, where applicable, our Repairs, Call-outs & Fault Finding Terms & Conditions.
1. SCOPE OF SERVICE
An air-conditioning service is routine inspection, cleaning and maintenance of the equipment within the scope agreed at booking. A standard service does not include extensive dismantling, specialist deep cleaning, refrigerant leak detection, refrigerant charging, replacement parts or repairs unless specifically included. Where additional work is required, this will be chargeable.
2. EXISTING FAULTS
A routine service is not a fault-finding or repair visit. If the system is not operating correctly, has a fault code, is leaking water, is not cooling/heating correctly, is making abnormal noises or has another known problem, the Client should inform WDI Group when booking. Additional diagnostic time and repair work will be chargeable.
3. FAULTS FOUND DURING SERVICING
Where servicing identifies a fault, leak, damaged component, refrigerant issue, blocked drain, defective pump or other problem, WDI Group will advise the Client. Repairs, replacement parts, refrigerant and additional diagnostic work are not included within the standard service charge unless specifically stated. Where reasonably practicable, Client approval will be obtained before additional chargeable work proceeds.
4. SERVICE DOES NOT GUARANTEE FUTURE OPERATION
Servicing represents the condition and operation of the equipment at the time it is inspected. Completion of a service does not guarantee that the system or any existing component will remain fault-free for any particular period afterwards. Components may subsequently fail because of age, wear, manufacturer failure, intermittent faults or other causes unrelated to the servicing work.
5. FILTERS
Accessible filters will be inspected and cleaned where appropriate as part of routine servicing. The Client remains responsible for routine filter cleaning between professional services in accordance with the manufacturer's recommendations. Systems operated with heavily contaminated filters may require additional cleaning beyond a standard service, which will be chargeable.
6. EVAPORATOR & CONDENSER COILS
Routine servicing includes reasonable cleaning of accessible components appropriate to the service booked. Where evaporator or condenser coils are heavily contaminated with dust, grease, nicotine, mould, biological contamination or other deposits, specialist or deep cleaning may be required. Deep cleaning, extensive dismantling, chemical cleaning or specialist cleaning equipment is not included within a standard service unless specifically stated and will be chargeable.
7. CONDENSATE DRAINAGE
Condensate drains can become restricted or blocked by dirt, dust, biological growth and other contamination. Reasonable checks and routine cleaning may be undertaken during servicing where accessible. Clearing a significant blockage, dismantling drainage systems, replacing drainage pipework or tracing concealed drainage faults is additional work and will be chargeable. A condensate drain being clear at the time of servicing does not guarantee that it will not subsequently become blocked.
8. CONDENSATE PUMPS
Condensate pumps are mechanical/electrical components requiring maintenance and can fail or become blocked. Where a pump requires extensive cleaning, dismantling, repair or replacement, this will be chargeable unless covered by an applicable product warranty. The normal operating noise of a condensate pump is not a defect. Where a pump is operating correctly at the time of servicing, WDI Group cannot guarantee its remaining service life.
9. REFRIGERANT
Refrigerant is not included within a standard service unless expressly stated. Where testing indicates that the system may be short of refrigerant, WDI Group may recommend further leak investigation before refrigerant is added. Refrigerant supplied as part of diagnostic or repair work will be chargeable unless specifically covered by an applicable manufacturer or WDI Group warranty.
10. REFRIGERANT LOSS
An air-conditioning system is a sealed refrigerant circuit and should not normally require routine refrigerant top-ups. Where refrigerant has been lost, this may indicate a leak or another fault requiring investigation. Adding refrigerant does not guarantee that refrigerant will remain within the system where the source of loss has not been identified and rectified. Where the Client instructs WDI Group to recharge a system without undertaking recommended leak investigation or repair, the Client accepts refrigerant may subsequently be lost again and any further attendance, investigation and refrigerant will be chargeable.
11. REFRIGERANT LEAK DETECTION
Leak detection is investigative work and is charged for the engineer's time, expertise and testing undertaken. Some refrigerant leaks can be extremely small, intermittent, inaccessible or difficult to locate. WDI Group will use reasonable care and skill when carrying out leak detection but cannot guarantee every leak will be located during the first attendance. Further visits, extended pressure testing, trace gas, electronic detection, dismantling or other investigative procedures may be required and will be chargeable.
12. PRESSURE TESTING & LEAK REPAIRS
Where a refrigerant leak is repaired, appropriate testing will be undertaken before the system is recommissioned. A successful pressure or leak test confirms the condition of the tested system at the time the test is undertaken. It does not guarantee another leak will not subsequently develop elsewhere within existing pipework, coils, joints or equipment. Where a subsequent leak is unrelated to WDI Group's previous repair, further investigation and repair will be chargeable.
13. REFRIGERANT RECOVERY & RECHARGING
Where repair work requires refrigerant to be recovered, evacuated, weighed in or replaced, associated labour and refrigerant will be chargeable unless expressly included within a quotation or applicable warranty arrangement. The quantity and type of refrigerant required will depend upon the system and manufacturer's specifications.
14. SYSTEMS WITH PRE-EXISTING REFRIGERANT LEAKS
Where WDI Group attends a system installed or previously repaired by another company, WDI Group cannot warrant the integrity of the existing refrigerant circuit. Repairing one identified leak does not guarantee that additional leaks or weaknesses are not present elsewhere within the system.
15. SEQUENTIAL DIAGNOSIS & MULTIPLE FAULTS
Air-conditioning faults can sometimes only be diagnosed in stages. A failed PCB, sensor, fan motor, compressor, valve, pump, control or other component may prevent further components from being operated or tested. Where WDI Group reasonably identifies and repairs or replaces a defective component, further testing may subsequently reveal another fault which could not reasonably have been identified beforehand. The fact another fault becomes apparent following the first repair does not, by itself, mean the original diagnosis or repair was incorrect. Additional diagnosis, parts, labour, refrigerant and attendance required to rectify further faults will be chargeable.
16. MANUFACTURER PARTS-ONLY WARRANTIES
Many air-conditioning manufacturer warranties provide replacement parts only. Unless expressly agreed otherwise, manufacturer warranty approval for a replacement part does not include WDI Group's labour or other associated costs. Where applicable, the Client will be responsible for charges including fault diagnosis, engineer attendance, labour to remove and replace parts, refrigerant recovery and charging, refrigerant not supplied by the manufacturer, pressure testing and evacuation, recommissioning, additional visits, access equipment and other materials reasonably required to complete the repair. Where a manufacturer provides an approved labour allowance, WDI Group will advise the Client how this applies.
17. MANUFACTURER WARRANTY CLAIMS
Manufacturer warranties are provided and administered by the manufacturer and remain subject to the manufacturer's conditions. WDI Group cannot guarantee that a manufacturer will accept a warranty claim. Where a manufacturer refuses a claim because of lack of servicing, contamination, incorrect maintenance, third-party work, accidental damage or another excluded condition, WDI Group's attendance, diagnosis, parts and labour will be chargeable.
18. SERVICING & WARRANTY REQUIREMENTS
The Client is responsible for ensuring the system is serviced within intervals required by the manufacturer and any applicable WDI Group contractual warranty. Where WDI Group has provided an additional contractual warranty conditional upon WDI Group servicing the system, the system must be serviced by WDI Group within each required 12-month period unless otherwise expressly agreed in writing. Failure to arrange servicing within the required period may invalidate any additional contractual WDI Group warranty, subject always to the Client's statutory rights.
19. SERVICE REMINDERS
WDI Group may send annual service reminders by email, SMS, telephone or other means as a courtesy. The Client remains responsible for monitoring when servicing is due and arranging it within the required period. WDI Group is not responsible for a missed service because a reminder was not sent, received, noticed or acted upon.
20. THIRD-PARTY SERVICING & REPAIRS
WDI Group does not warrant servicing, repairs, maintenance, refrigerant work, electrical work or alterations undertaken by another company or person. Where another company has serviced, repaired, opened, moved, disconnected or otherwise interfered with the system, WDI Group will not be responsible for that work. Where third-party work causes or contributes to a fault, refrigerant leak, electrical issue, drainage problem or other failure, investigation and remedial work by WDI Group will be chargeable.
21. SYSTEMS INSTALLED BY OTHER COMPANIES
WDI Group may agree to service or repair systems originally installed by another contractor. By servicing or repairing such equipment, WDI Group does not assume responsibility for the original installation, design, equipment selection, pipework, electrical installation, drainage or previous workmanship. Any defects identified within the existing installation will be reported where reasonably practicable and remedial work will be chargeable.
22. ACCESS & DISMANTLING
Servicing and repair may require covers, panels, filters, pumps, pipework connections or other components to be removed or disturbed. Older, brittle, corroded or deteriorated components may fail when disturbed despite reasonable care being exercised. Where additional work or replacement is required because of pre-existing deterioration which could not reasonably have been identified beforehand, additional parts and labour will be chargeable. This does not exclude WDI Group's responsibility to exercise reasonable care and skill.
23. ACCESS EQUIPMENT
Where servicing or repair requires ladders, towers, scaffolding, specialist roof access or lifting equipment beyond that reasonably anticipated at booking, additional costs will be chargeable. Where specialist access is known beforehand, this should be stated when booking.
24. ELECTRICAL FAULTS
Air-conditioning systems contain electrical and electronic components. Where servicing identifies an electrical defect outside the normal scope of the service, additional diagnostic or electrical work will be chargeable. WDI Group is not responsible for pre-existing defects within the property's electrical installation which are unrelated to our work.
25. WI-FI, APPS & SMART CONTROLS
Problems caused by the Client's Wi-Fi, internet connection, router, mobile device, manufacturer application or third-party cloud service are not equipment servicing defects. Attendance to troubleshoot or reconnect such services will be chargeable unless the problem results directly from WDI Group's workmanship.
26. CUSTOMER-SUPPLIED PARTS
Where the Client supplies a replacement part or component, that item is not covered by a WDI Group product or parts warranty. The Client is responsible for ensuring it is correct, compatible, complete and fit for purpose. If a Client-supplied part fails or subsequently requires removal, repair or replacement, WDI Group's attendance, diagnostic work and labour will be chargeable. The Client is responsible for pursuing any applicable warranty directly with the supplier or manufacturer.
27. WDI GROUP WORKMANSHIP WARRANTY
Unless expressly stated otherwise, WDI Group provides a 12-month workmanship warranty covering servicing or repair work actually undertaken by WDI Group. The warranty applies to WDI Group's workmanship and does not provide a 12-month guarantee against failure of the air-conditioning system or its existing components. It does not cover unrelated or subsequent component failures, manufacturer product failures, pre-existing faults, refrigerant leaks unrelated to WDI Group's repair, blocked or contaminated condensate drains, dirty filters or coils, routine maintenance, normal wear and tear, accidental damage, misuse, failure to maintain or service the system, or third-party servicing, alterations or interference. Where a reported warranty issue is investigated and found not to result from WDI Group's workmanship, attendance and diagnostic work will be chargeable. Nothing within these terms affects the Client's statutory rights.
28. PAYMENT
Service, attendance and diagnostic charges are payable for work undertaken. Charges remain payable where a fault is identified, the system requires additional repairs, a refrigerant leak cannot be identified during the first attendance, parts must be ordered, the Client chooses not to proceed with a recommended repair, the system is considered uneconomical to repair, or further investigation is required. Additional parts, refrigerant, labour and return visits authorised by the Client will be charged separately unless included within an agreed fixed price.
29. ACCEPTANCE
By booking or instructing WDI Group to carry out air-conditioning servicing, maintenance, fault-finding or repair, the Client confirms acceptance of the agreed service, attendance or diagnostic charges, WDI Group's Standard Quotation Terms & Conditions, WDI Group's Repairs, Call-outs & Fault Finding Terms & Conditions where applicable, these Air Conditioning Servicing & Repairs Terms & Conditions and any additional terms specifically agreed for the booking. Nothing within these terms affects the Client's statutory rights.