Last updated: 22 September 2026

These Terms & Conditions apply to your use of www.comfortservicesengineers.co.uk and to the air conditioning, MVHR, repair, servicing and maintenance services we provide. Please read them before booking work with us. If your written quotation or maintenance agreement says something different, the quotation or agreement takes priority.

1. About us

We are Comfort Services Engineers Ltd, a company registered in England and Wales. Our address is Suite G04, 1 Quality Court, Chancery Lane, London WC2A 1HR. You can reach us on 020 7183 9615 (office), 07760 205017 (mobile and WhatsApp) or admin@comfortservicesengineers.co.uk.

In these terms, “you” means the person or organisation booking our services or using our website. You are a consumer if you are an individual acting mainly outside your trade, business or profession, and a business customer otherwise. Some sections apply differently to consumers and business customers, and this is stated where it does.

2. Using our website

• Information on this website, including guidance on systems, symptoms and costs, is general. It is not a substitute for a survey or diagnosis of your property or equipment. Prices, system choices and timescales depend on each job and are confirmed in writing.
• We aim to keep the website accurate and available, but we do not guarantee it will always be error-free or uninterrupted.
• Photographs show our own work unless stated otherwise. The website design, text and images belong to us or our licensors and may not be copied for commercial use without permission.
• Links to other websites are provided for convenience. We are not responsible for their content.
• You must not misuse the website, for example by attempting unauthorised access, introducing malicious code or submitting false enquiries.

3. Surveys and quotations

• Quotations are based on the information you give us and on what can reasonably be seen during our survey. Unless the quotation states otherwise, it remains valid for 30 days.
• A quotation sets out the equipment, scope of work, price and any assumptions or exclusions. Please check it carefully and tell us if anything is missing or incorrect.
• If we find conditions that could not reasonably have been seen before work started, such as hidden obstructions, unsuitable wiring or structural issues, we will explain the options and agree any change in price with you before doing extra work.

4. How a contract is formed

A contract is formed when you accept our quotation (in writing, by email or by WhatsApp) and we confirm the booking. For repair call-outs and one-off services, a contract is formed when you ask us to attend and we confirm the visit and the charges that apply.

5. Your responsibilities

• Give us accurate information about the property, the existing equipment and the work you need.
• Obtain any permissions needed before work starts, such as consent from a landlord, freeholder or managing agent, planning permission or listed-building consent. We can advise on what may be needed, but you are responsible for obtaining it unless your quotation says otherwise.
• Provide safe and reasonable access, a working electricity supply and a clear working area at the agreed time.
• Tell us about any known hazards, including asbestos, fragile surfaces or restricted access.
• Use and maintain equipment in line with the manufacturer’s instructions once it is handed over.

6. Appointments

We will agree appointment dates and times with you and keep you informed of any delay. If you need to rearrange, please give us at least 48 hours’ notice. If we cannot get access at the agreed time without good reason, we may charge for the wasted visit where this was set out in your quotation or booking confirmation.

7. Price and payment

• The price is as stated in your quotation or booking confirmation. We will make clear whether prices include VAT.
• Where a deposit is required, for example to order equipment, the amount will be stated in the quotation.
• Invoices are payable within the period stated on the invoice. For business customers, we may charge statutory interest and compensation on late payments under the Late Payment of Commercial Debts (Interest) Act 1998.
• Equipment we supply remains our property until it has been paid for in full. Risk in the equipment passes to you once it is delivered to your property.

8. Your right to cancel (consumers)

If you are a consumer and the contract was made away from our premises or at a distance (for example by phone, email, WhatsApp or at your home), you have the right to cancel within 14 days of the contract being formed, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• To cancel, tell us clearly by email to admin@comfortservicesengineers.co.uk or by phone on 020 7183 9615.
• If you ask us to start work within the 14-day period and then cancel, you will pay a proportionate amount for the work carried out up to the point you told us you were cancelling.
• Once the service has been fully performed at your request within the cancellation period, you will lose the right to cancel.
• If you ask us to carry out urgent repairs or maintenance, the right to cancel does not apply to that urgent work.
• We will refund any money due within 14 days of you telling us you are cancelling, using the same payment method you used.

9. Our standard of work

We will carry out our services with reasonable care and skill, in line with the manufacturer’s installation requirements and the regulations that apply to the work, and within the time agreed or, if no time was agreed, within a reasonable time.

10. Warranties and guarantees

• Equipment is covered by the manufacturer’s warranty on the manufacturer’s terms. These often require registration and regular servicing. We will tell you what applies to the equipment in your quotation.
• Any workmanship guarantee we give is set out in your quotation or handover documents.
• Warranties and guarantees do not cover faults caused by misuse, accidental damage, lack of servicing, power supply problems, or work carried out by others after we hand the system over.

Your legal rights: if you are a consumer, nothing in these terms affects your legal rights under the Consumer Rights Act 2015. Our services must be carried out with reasonable care and skill, and goods we supply must be as described, fit for purpose and of satisfactory quality. Citizens Advice can give free information on your rights: citizensadvice.org.uk.

11. If something goes wrong

If you are unhappy with our work or notice a problem, please contact us as soon as possible so we can inspect it and put it right. Please do not let anyone else alter or repair the work before we have had the chance to look at it, unless it is an emergency. We will acknowledge complaints promptly and aim to resolve them fairly and quickly.

12. Our liability

• We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be excluded or limited by law.
• Consumers: we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that was not foreseeable. We supply services for domestic and private use, and we are not liable to consumers for any loss of profit, business or business opportunity.
• Business customers: we are not liable for any indirect or consequential loss, or for loss of profit, revenue, business, goodwill or data. Our total liability arising from any contract is limited to the price paid or payable under that contract, unless a different limit is agreed in writing.
• We will make good any damage we cause to your property while carrying out the work. Some making-good, such as redecoration, may be excluded where this is stated in the quotation.

13. Planned maintenance agreements

For planned preventative maintenance (PPM) and commercial service contracts, the visit frequency, scope, response arrangements, term and notice period are set out in the agreement. These terms apply to anything the agreement does not cover.

14. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, such as severe weather, supplier or manufacturer delays, or restrictions on access. We will tell you as soon as possible and agree a new date. If the delay is likely to be substantial, you may cancel and receive a refund for anything paid for but not provided.

15. Your personal information

We use your personal information as described in our Privacy Policy. Our use of cookies is explained in our Cookie Policy.

16. General

• We may update these terms from time to time. The version that applies to your work is the one in force when the contract was formed.
• If any part of these terms is found to be unenforceable, the rest will remain in effect.
• These terms are governed by the law of England and Wales. Consumers can bring proceedings in the courts of England and Wales, or, if they live in Scotland or Northern Ireland, in the courts of their home nation.