1. You understand that submitting, and paying for, your booking does not guarantee that it will be accepted. If your booking is accepted we will confirm this by email. Only then will we be obliged to provide you with the design consultation you have chosen.

2. If we are unable to accept your booking we will let you know as soon as practicable and refund you any payments you have made.

3. Where your booking is accepted we will:

• process the booking;
• process your payment; and
• carry out the design consultation requested at the property address provided on the date and time agreed, at the time of booking.

4. Where your booking is accepted you shall:

• provide all information which is necessary to enable us to fulfil our obligations at paragraph 3; and
• provide us or the engineer (where we have subcontracted the design consultation) with access to the property on the date and time agreed and provide all other necessary information reasonably requested by us or the engineer to enable them to carry out the design consultation.

5. We may subcontract the design consultation to engineers who we deem are appropriate to undertake the work and we may assign or otherwise transfer any of our rights and obligations under these terms to another company associated with us.

6. You are responsible for the accuracy and completeness of all information you provide to us including but not limited to names, property addresses, email addresses and the type of design consultation required. If you have made a mistake you must contact us as soon as possible at upgrades@heatgeek.com.

7. You may cancel by contacting us at upgrades@heatgeek.com if you are within the 14 day cooling off period, and you will be entitled to a full refund of any amounts paid.

8. If you wish to cancel the design consultation on the day it is due to take place, please contact us at upgrades@heatgeek.com as soon as possible to inform us you would like to cancel. We may accept your cancellation and/or reschedule your design consultation provided your reason for cancellation is reasonable in our opinion. If we do accept your cancellation or allow you to reschedule you will still remain liable for any fee that has been paid.

9. We may cancel by notifying you by email where an event outside of our control prevents us from, or delays us in, carrying out our obligations. In this case you shall be entitled to a refund of any payment in advance for services that have not been provided to you.

10. We will not be liable to you for any failure to perform, or delay in performance of, any of our obligations under these terms which is caused by an event outside of our control. However, if we breach these terms we shall be responsible for any foreseeable loss or damage you suffer as a direct result. Loss or damage is foreseeable if it was an obvious consequence of the breach or if it was contemplated by both of us when the booking was accepted. In addition, we do not exclude or limit our liability to you in any way for anything which cannot legally be limited or excluded.

11. Where an event outside of our control occurs we will notify you by email as soon as reasonably possible. You agree that our obligations under these terms shall be suspended and the time for performance extended until the event outside of our control is over at which time we will resume our obligations as soon as reasonably possible.

12. You may not use the design consultation and/or any associated documentation for any commercial, business or re-sale purpose and we shall have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13. If you have purchased a Black Label Design Consultation, you are entitled to 8 hours of consulting time from the engineer that has been assigned to your project to ensure the designs and plans meet the requirements of your project. We reserve the right to charge additional fees if the consulting time required is greater than 8 hours. We will contact you in advance to agree these additional fees if this is the case.

14. After your Design Consultation has been conducted, you will receive a detailed proposal for the works to install a renewable heating system at your home. This proposal will override any estimate provided to you before this stage and be customised with your specific needs, home archetypes and any other constraints. Up to 30 days after you have received your proposal, if you do not wish to proceed with the installation, you may request a refund of the design consultation fee. We will process this request within 20 working days from receipt. We may restrict access to the outputs of your design consultation if you choose to request a refund.

15. In the highly unlikely event that you are not happy with the quality of the design consultation provided please contact upgrades@heatgeek.com.

16. If we go on to install a heat pump for you, we may share your email address with the partner who referred you to us so they do not send you marketing information to sell you a heat pump.

17. These terms are governed by English law and each of us agree to submit to the exclusive jurisdiction of the English courts.