Company Policies
At Arcas Air Conditioning, we are committed to providing a professional, reliable and transparent service from your initial enquiry through to installation and aftercare.
These policies explain how we operate and what you can expect when working with us. They are designed to help ensure a safe, respectful and efficient experience for both our customers and our team.
These policies should be read alongside any quotation, terms and conditions, and other information provided by Arcas Air Conditioning in relation to your services.
Professional Conduct
We are committed to providing a friendly, professional and respectful service to every customer.
In return, we ask that our office staff, engineers and contractors are treated with the same courtesy and respect.
We reserve the right to refuse, suspend or discontinue quotations, site surveys, installations, servicing or other services where our employees or contractors are subjected to abusive, threatening, intimidating, discriminatory or otherwise inappropriate behaviour.
This policy applies to all forms of communication, including telephone calls, emails, text messages and in-person appointments.
We greatly appreciate the professionalism and mutual respect shown by the vast majority of our customers.
Health & Safety
The safety of our employees, customers and members of the public is our highest priority.
Our engineers follow relevant health and safety procedures while carrying out installations, servicing and other work.
Where a property or working environment presents a risk to the safety of our team or others, we reserve the right to postpone, suspend or decline work until the issue has been resolved.
Site Access
Customers are responsible for providing safe and reasonable access to all agreed work areas so that installations, servicing and other work can be completed safely and efficiently.
Please ensure that access routes, indoor installation areas and outdoor unit locations are clear before our engineers arrive.
Where restricted or unsuitable access causes delays, prevents work from being completed or requires additional work, additional charges may apply.
Children & Pets
For everyone’s safety, we kindly ask that children and pets are kept away from the working area while our engineers are carrying out installations or servicing.
This helps prevent accidents and allows work to be completed safely and efficiently.
Protecting Your Property
Our engineers take reasonable care when working within your home or business.
We recommend that valuable, delicate or sentimental items close to the working area are moved or protected before our engineers arrive.
While we take reasonable precautions to protect your property, Arcas Air Conditioning cannot accept responsibility for pre-existing damage or for items that have not been moved or adequately protected where they are located within or immediately next to the working area.
Quotations
All quotations are prepared using the information available to us at the time of pricing.
Where a quotation is based on photographs, videos, architectural drawings or information provided by the customer, it should be considered an estimate until the installation requirements have been confirmed, including through a site survey where required.
If unforeseen site conditions or additional work are identified, we will discuss any changes with you before additional work is carried out.
Site Surveys
Some installations require a site survey before a final quotation can be confirmed.
A site survey allows us to assess:
Indoor and outdoor unit locations
Pipework routes
Electrical requirements
Condensate drainage
Access requirements
Installation feasibility
This helps us confirm that the proposed system is suitable for the property and that the final quotation accurately reflects the installation requirements.
Installation Appointments
Once a quotation has been accepted, an installation date will be arranged with you.
Customers are responsible for ensuring that the agreed work areas are accessible and ready for our engineers. Where required, someone aged 18 or over must be present at the property.
If circumstances beyond our control prevent an installation from proceeding on the agreed date, we will work with you to arrange the next available appointment.
Product Recommendations
Arcas Air Conditioning recommends systems based on the property’s requirements, including room size, layout, performance, efficiency and the intended use of the system.
If a customer chooses a different specification or system against our recommendation, Arcas Air Conditioning cannot be held responsible for any reduction in performance, efficiency or comfort resulting from that decision, where such outcome is reasonably attributable to the customer’s chosen specification.
Warranty & Aftercare
Manufacturer warranties are provided in accordance with the equipment installed and remain subject to the manufacturer’s terms and conditions.
Where applicable, Arcas Air Conditioning also provides an installation warranty covering our workmanship, subject to the terms of the relevant warranty.
Our support does not end once installation is complete. We are available to assist with warranty enquiries, servicing, maintenance and technical support where required.
Third-Party Equipment & Installations
Arcas Air Conditioning reserves the right to decline work involving equipment supplied by third parties or systems previously installed by other contractors where we are unable to verify the quality of the installation, confirm compliance with manufacturer requirements or provide our standard installation warranty.
Where we do agree to work on existing or third-party equipment, any warranty or guarantee provided by Arcas will be limited to the specific work we have carried out.
Cancellations & Rescheduling
If you need to cancel or rearrange a site survey or installation appointment, please provide as much notice as possible.
We understand that circumstances can change, and we will do our best to accommodate reasonable requests to reschedule.
If we need to cancel or rearrange an appointment due to unforeseen circumstances, engineer availability, or circumstances beyond our control, we will let you know as soon as possible and work with you to arrange the next available appointment.
We appreciate your understanding that installation dates may occasionally need to change due to circumstances outside our control.
Environmental Responsibility
Arcas Air Conditioning is committed to responsible working practices.
Where possible, we recycle packaging and responsibly dispose of waste materials in accordance with applicable requirements.
We also recommend efficient air conditioning systems where appropriate, helping customers manage energy use while maintaining comfortable indoor temperatures.
Questions
If you have any questions about these policies or our services, please contact our team and we will be happy to help.
Thank you for choosing Arcas Air Conditioning. We look forward to providing a professional and reliable service.