Terms & Conditions

1. Your order and agreed work

These terms apply to goods and services supplied by Nest Pro London. We confirm the products, scope of work, price and appointment arrangements with you before the work goes ahead. Any additional work or charge must be explained and agreed with you first.

Please tell us about your existing heating controls and any known faults so we can assess the work. If we discover a compatibility issue or a problem outside the agreed work, we will explain the options and agree the next step with you.

2. Payment and invoices

You can pay online at checkout, by an agreed payment link, or by cash or card on completion. Advance payment is not required simply to arrange an installation appointment. Your booking details are confirmed by email.

Where we have agreed to invoice you, payment is due within 7 calendar days of the invoice date, unless another due date has been agreed in writing. This does not change an existing agreement to pay on completion.

If an invoice looks incorrect or you have a payment query, contact us promptly so we can resolve it.

3. Installation appointments and access

Your appointment confirmation sets out the agreed date and arrival window. Please provide safe, clear access to the heating controls and someone authorised to let the engineer in. Tell us about access restrictions before the visit.

You can authorise a keyholder or another adult to provide access. Please do not send passwords or key-safe codes in writing; agree secure access directly with the engineer.

We will let you know if an appointment needs to change. If we cannot provide the agreed service, we will discuss a replacement appointment or an appropriate refund with you.

4. Cancelling or moving an appointment

Cancelling or moving your appointment is free with at least 48 hours’ notice. With less than 48 hours’ notice, our standard charge is 50% of the booking value. A no-show or no access on the day carries a standard charge of the full booking value.

These charges are subject to your statutory rights and must be fair. We take reasonable steps to reduce our loss, including trying to refill the appointment. Any charge will be reduced where necessary so it does not exceed our actual net loss caused by the cancellation or missed appointment, taking account of costs saved and any replacement booking. Ask us for an explanation of any charge.

This appointment policy does not replace a statutory right to cancel or your remedies for faulty goods or services. If you cancel with at least 48 hours’ notice, we refund the payment for the cancelled booking in full.

Let us know as early as possible using our contact details. This notice rule also applies to booked remote-support appointments.

5. Our 30-day installed-thermostat goodwill offer

If you change your mind about a thermostat supplied and installed by Nest Pro London, you can request a return under our goodwill offer within 30 days of installation.

For a return under this voluntary offer, we deduct a fixed £80 from your refund for the installation visit. This applies even if we refit your old thermostat.

The £80 deduction applies only to this goodwill offer. It does not override statutory cancellation rights, the right to reject faulty goods, or remedies for faulty installation. If statutory rights entitle you to a refund without this deduction, those rights take precedence.

Contact us before arranging removal or sending anything back. We will agree safe removal, return arrangements and any refitting with you. Please keep the thermostat, accessories and packaging where available. Do not attempt electrical work yourself.

Read the Refunds & Returns Policy for the return and refund process. This offer concerns thermostats we supply and install; installation-only work on a product bought elsewhere is not a return of goods to us.

6. Statutory cancellation and consumer rights

Distance and off-premises purchases

For eligible online, telephone and off-premises goods purchases, you normally have 14 days after receiving the goods to tell us you want to cancel, followed by another 14 days to return them. This statutory right is separate from our 30-day installed-thermostat goodwill offer.

You may inspect goods as you would in a shop. Original packaging and an unused condition are not blanket requirements for exercising statutory rights. A deduction for diminished value may apply only where the law permits it, for handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

Services started during the cancellation period

Where a statutory 14-day service cancellation period applies, it normally runs from the date the service contract is made. We will only start during that period at your express request. If you then cancel, you may have to pay a proportionate amount for work properly supplied, where legally permitted. The right to cancel a fully performed service is lost only when the legal requirements, including your express consent and acknowledgement, have been met.

Faulty goods and installation

Goods must be as described, of satisfactory quality and fit for purpose. Services must be performed with reasonable care and skill. If there is a problem, contact us promptly so we can arrange the appropriate repair, replacement, repeat performance, price reduction or refund required by law. Faulty goods may qualify for the statutory 30-day short-term right to reject. Neither our goodwill offer nor a warranty limits these rights.

For statutory goods cancellations, we refund within the applicable legal deadline, normally within 14 days of receiving the returned goods or evidence of return, whichever is earlier. Standard outward delivery is refunded where required by law. Any return costs are handled in accordance with your statutory rights and information provided before purchase.

7. Workmanship and product warranties

Our installation workmanship guarantee lasts for 12 months from installation. Contact us if you believe an issue is caused by our workmanship. Product manufacturer warranties are separate and subject to their own terms.

Guarantees and warranties are additional to your statutory rights. They do not replace or shorten those rights.

8. Privacy, questions and changes

Our Privacy Policy explains how we use personal information. Please contact us with questions or complaints about an order, installation or invoice so we can investigate.

These terms do not exclude or limit liability where doing so would be unlawful. Changes to this page do not retrospectively change the terms of an existing order without your agreement.