Refund policy

Mi Climate Limited is a company registered in England and Wales (company number 11348799). Our VAT registration number is 323895677.

Registered office: 19 Pilgrims Way, Wrotham, Sevenoaks, United Kingdom, TN15 7DF.

Email info@mi-climate.co.uk with your name, project or invoice reference, the service concerned and the reason for your request. For a consumer statutory cancellation, a clear statement that you wish to cancel is sufficient; you do not have to give a reason. Keep a copy of your message. Do not send payment card details.

Cancelling an unconfirmed enquiry or preferred visit request does not cancel a confirmed project automatically: tell us clearly which agreement you wish to cancel.

If you are a consumer and enter into a qualifying distance or off-premises service contract, you normally have 14 days from the day after the contract is made to cancel without giving a reason. Different rules apply to goods, mixed contracts and exceptions. We will provide the cancellation information applicable to your written agreement.

If you expressly request that services start during the cancellation period and have received the required information, a lawful proportionate charge may be payable for services actually provided before cancellation. The cancellation right for a fully performed service is lost only where the legal requirements for your express consent and acknowledgement have been met.

Exceptions can apply, including goods made to your specifications and specifically requested urgent repairs. These exceptions are limited and do not remove your rights if goods or services are faulty; additional work or goods may still carry cancellation rights. We will not assume an exception applies merely because equipment has been ordered.

For all new agreed projects, following owner approval, the deposit is 50% of the full approved quote total for projects costing up to and including £10,000.00, and 10% for projects costing more than £10,000.00. Exactly £10,000.00 requires a 50% deposit. The agreed total, including any applicable VAT and agreed charges, is the basis for the threshold and deposit calculation and must be clear in your written quote.

If you cancel after the first 14 days following formation of the project agreement, our policy provides for retention of 5% of the full agreed project price, not 5% of the deposit, for work booking, diary scheduling and project administration. This must be disclosed and agreed before the contract is made. It is not an automatic forfeiture: retention applies only where lawful and, for consumers, only to the extent fair and proportionate to evidenced costs or losses actually incurred, taking account of savings and reasonable mitigation. If the justified amount is less than 5%, we retain only that lower amount. We explain any deduction and refund the remaining deposit, subject to any separate lawful charge for work or goods already supplied; the same cost will not be charged twice.

This retention does not apply when we cancel the work or override statutory cancellation rights, including any legally extended cancellation period, or remedies for faulty goods or deficient services. Within the first 14 days we do not apply this booking and administration retention; any separate lawful charge for services expressly requested and actually provided during a statutory cancellation period remains subject to the consumer protections below. New terms do not retrospectively change an existing project agreement.

Tell us promptly if there is a problem so we can investigate. Where services are not performed with reasonable care and skill, consumer remedies may include repeat performance or a price reduction, as required by law. Faulty goods have separate statutory remedies.

If we cancel or cannot deliver the agreed work, we will discuss an alternative or refund sums relating to work or goods not supplied, subject to your agreement and legal rights. You do not have to accept an alternative that removes a statutory remedy.

For a valid statutory service-contract cancellation, reimbursement is made without undue delay and normally no later than 14 days after we are informed of the cancellation, subject to lawful deductions and applicable exceptions. Where consumer law requires a refund for deficient services, its applicable deadlines also apply.

Refunds normally use the original payment method unless you expressly agree otherwise, without a refund fee. Payment providers and banks may take additional time to display the credit. For other agreed refunds, we will confirm the amount and processing arrangements in writing. Test-mode transactions do not take real money and do not produce a real-money refund.

This policy does not reduce rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable law. Commercial projects may have different contractual rights from consumer projects. Contact info@mi-climate.co.uk if you are unsure which arrangements apply.