Cancellation & Refund Policy

This policy explains your rights to cancel work booked with Tempest Air Conditioning Ltd and how we handle refunds. It forms part of our Terms & Conditions.

Last updated: August 2026

1. Who We Are

Tempest Air Conditioning Ltd
Registered in England and Wales, Company No. 16512664
Registered office: 28 Fir Tree Road, Guildford, Surrey, GU1 1JJ, United Kingdom
Email: info@tempestac.co.uk · Telephone: 07471 895699

2. Your Statutory Right to Cancel

If you are a consumer and you booked our services away from our premises or at a distance – for example over the phone, by email, or through this website – you have a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You may cancel within 14 calendar days of entering into the contract, without giving any reason. This 14-day period is known as the cooling-off period.

This statutory right applies to consumers only. It does not apply to business customers, who are covered by section 6 below.

3. If You Ask Us to Start Work During the 14-Day Period

Many customers need us sooner than 14 days – particularly for emergency call-outs and urgent repairs. You are entitled to ask us to begin work during the cooling-off period, and we are happy to do so.

If you make that request, the following applies:

  • We will ask you to expressly request in writing or by recorded confirmation that we begin work before the 14-day period ends. This is a legal requirement and protects both of us.
  • You keep your right to cancel during the remainder of the 14 days.
  • If you cancel after work has begun, you must pay us a reasonable amount for the service already provided, in proportion to what has been supplied up to the point you told us you wished to cancel.
  • Once the service has been fully performed within the 14-day period at your express request, and you acknowledged that you would lose your right to cancel on completion, you will no longer have a right to cancel that service.

We will always make this clear to you before starting. We will never begin chargeable work without your agreement.

4. How to Cancel

To cancel, tell us clearly before the cancellation period expires. You can:

  • Email us at info@tempestac.co.uk
  • Telephone us on 07471 895699
  • Write to us at 28 Fir Tree Road, Guildford, Surrey, GU1 1JJ

You may use the model cancellation form below, but you do not have to. A clear statement is enough. To meet the deadline, it is sufficient that you send your cancellation before the cancellation period has expired.

Model Cancellation Form

To: Tempest Air Conditioning Ltd, 28 Fir Tree Road, Guildford, Surrey, GU1 1JJ — info@tempestac.co.uk

I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:

Ordered on / received on: ______________________
Name of consumer: ______________________
Address of consumer: ______________________
Signature (only if this form is sent on paper): ______________________
Date: ______________________

5. Refunds

If you cancel within the cooling-off period and no work has been carried out, we will refund you in full.

  • Refunds are made within 14 days of the day we are informed of your cancellation.
  • We refund using the same payment method you used for the original transaction, unless you expressly agree otherwise.
  • You will not incur any fees as a result of the refund.
  • Where work has begun at your express request, we deduct a proportionate amount for the service already supplied, and refund the balance.

6. Cancelling a Booked Appointment

Outside the statutory cooling-off period, or where you are a business customer, the following applies to booked appointments:

  • More than 24 hours’ notice — you may reschedule or cancel free of charge.
  • Less than 24 hours’ notice — we may charge a reasonable contribution towards the reserved engineer time. We will tell you the amount before charging it.
  • No access on arrival — if our engineer attends at the agreed time and cannot access the property, the call-out fee may be charged.
  • We will always try to accommodate genuine emergencies and unforeseen circumstances. Talk to us.

7. Servicing Plans

Servicing plans are purchased for a fixed twelve-month term.

  • You may cancel within 14 days of purchase for a full refund, provided no service visit has taken place.
  • If a service visit has already been carried out, we will deduct the value of the visit supplied and refund the balance.
  • After the 14-day period, plans run to the end of the twelve-month term. Plans do not renew automatically — we will contact you before the term ends and you choose whether to continue.
  • Plans are linked to the property and system described at the time of purchase. If you move, contact us and we will discuss transferring or refunding the remaining balance.

8. Emergency Call-Out Fees

Our call-out and diagnostic fee is charged for attending your property and carrying out fault-finding. It is redeemable against the cost of the repair if we complete the repair on the same visit.

  • If you cancel before our engineer sets off, no fee is charged.
  • If our engineer has already travelled to your property, the call-out fee is payable.
  • If we attend and cannot identify a fault, only the diagnostic fee is payable.
  • Parts and additional labour are only charged where you have approved the quote in advance.

9. If Something Goes Wrong With Our Work

Under the Consumer Rights Act 2015, services we supply must be carried out with reasonable care and skill. If they are not, you are entitled to ask us to put things right.

  • Tell us as soon as you notice a problem and we will return to inspect the work.
  • Where the fault is due to our workmanship, we will re-perform the work at no cost to you.
  • If re-performance is impossible or we cannot complete it within a reasonable time and without significant inconvenience to you, you may be entitled to a price reduction.
  • This is in addition to any manufacturer’s warranty on equipment we have supplied and installed.

10. Cancellation By Us

We may need to cancel or reschedule in rare circumstances – for example engineer illness, severe weather, or a safety issue at the property. If we cancel, we will offer you the earliest alternative appointment or a full refund of anything you have paid in advance. We will not charge you for a cancellation we have caused.

We may also decline or stop work where the property presents a health and safety risk, where the system is unsafe to operate, or where proceeding would breach the F-Gas Regulations. In those cases we will explain the reason and refund any amount paid for work not carried out.

11. Complaints

If you are unhappy with anything, please contact us first – most issues are resolved quickly. Our full Complaints Procedure explains the steps and timescales.

Nothing in this policy affects your statutory rights as a consumer.

12. Finance Agreements

Where you have paid for an installation using a finance agreement arranged through Phoenix Financial Consultants Limited, cancellation of the finance agreement is governed by that agreement and by the lender’s own terms, which will have been provided to you separately. Cancelling the installation does not automatically cancel the finance agreement – please contact us and we will help you deal with both.

See our Finance Options page for regulatory information.

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