For your installation, for Chillston Care and for servicing, written to be read. If you have a quotation from us, the terms printed at the end of it are the ones that apply to you.
Terms version Sept 2026
These terms and your quotation make up our agreement with you. We’ve written them to be read: if anything isn’t clear, ring us on 01494 312303 before you accept. Nothing in them affects your legal rights.
1.1 Chillston Ltd, registered in England and Wales, company number 17384566. Registered office: 195-197 Wood Street, London, E17 3NU. Phone 01494 312303, email samuel@chillston.com, web chillston.com.
1.2 ‘We’, ‘us’ and ‘our’ mean Chillston Ltd. ‘You’ means the person or people named on the quotation.
2.1 Your quotation describes the work, the equipment we’ll fit and the price. The price is fixed: it covers everything the quotation lists as included, and changes only if the work changes (clause 7).
2.2 A quotation is open for 30 days from its date.
2.3 We’re not registered for VAT, so there’s no VAT on our prices.
2.4 We base the quotation on our survey of your home, and it says what, if anything, could change the price.
3.1 You accept by using the link or the code on your quotation, or by telling us in writing that you’d like to go ahead. Our agreement starts on the day you accept.
3.2 We confirm everything in writing on the day you accept, or the next working day if you accept in the evening or on a Sunday: the price, the deposit, your right to cancel and what happens next.
4.1 The deposit is 30% of the price, due when you accept. It pays for your equipment, which we order once the deposit has arrived.
4.2 The rest of the price is due when the installation is finished: when the system has been commissioned, is working, and we’ve shown you how to use it. We don’t ask for any of it before then.
4.3 You can pay by bank transfer or by card. We send you a receipt for every payment.
4.4 Our bank details never change by email or message. If you receive one saying they have, don’t pay: ring us on 01494 312303.
4.5 The equipment remains ours until it has been paid for in full.
5.1 You can cancel our agreement, without giving a reason, at any time from the day you accept until 14 days after the day we finish installing your equipment.
5.2 To cancel, tell us clearly before that time is up: email samuel@chillston.com, write to us at the address in clause 1, or ring 01494 312303 and we’ll confirm it in writing. You can use the cancellation form at the end of these terms, but you don’t have to. It’s enough to send your message before the time is up.
5.3 If you cancel before we start the installation, we refund everything you’ve paid, including the deposit.
5.4 The installation takes place within your cancellation period, so when you accept we ask you to confirm that you’d like it to go ahead on the date we agree. The price on your quotation has a part for the equipment and parts for the work. If you cancel after we’ve started, you pay for the work done up to the time you tell us, in proportion to the whole of the work; we collect the equipment and refund its part of the price, less the cost of taking it out, which is at most £375.
5.5 We refund you within 14 days of the day you tell us you’re cancelling or, if the equipment is installed, of the day we collect it. We use the same way you paid unless you ask otherwise, and it costs you nothing.
6.1 We agree the day with you and confirm it in writing, with a short list of what helps: clear space in front of where each indoor unit goes, access to your fuse box and, if the pipework runs through it, your loft.
6.2 Please tell us before the day about anything we might not see: pipes or cables in the walls, a previous asbestos survey, or anything about the house that matters to how we work.
6.3 If anyone else’s permission is needed for the work (a landlord, a freeholder or a management company), please get it before we start. We check permitted development and noise at the survey and tell you if we think planning permission is needed. Making a planning application isn’t included.
6.4 If you need to change the date, please give us as much notice as you can. If we need to change it, for example because equipment is late, we tell you as soon as we know and agree a new date with you.
7.1 If you’d like something different from the quotation, or we find something on the day that we couldn’t reasonably have seen at the survey, we stop, explain, and agree any change and its price with you in writing (a message is fine) before carrying on. We never charge for a change you haven’t agreed.
8.1 We check for materials that might contain asbestos before we drill or fix anything, and we record what we find. We never drill into, cut or disturb a material we suspect contains asbestos.
8.2 If suspect material is where the work needs to go, we stop and tell you. Testing it, or removing it by a licensed specialist, isn’t included in the price. If the work can’t go ahead as quoted, we tell you what would change and what it would cost, and you decide whether to carry on. If you decide not to, we refund what you’ve paid.
9.1 We carry out the work with reasonable care and skill, fit the equipment described on your quotation, and follow the manufacturer’s installation instructions.
9.2 Dust sheets go down before the tools come in. We make good the immediate area of the work, filling and sealing around the holes we make, and take all our waste away. Decorating, such as painting or papering over, isn’t included.
9.3 The electrical work is carried out by a registered electrician, who gives you the certificate for it.
9.4 We pressure-test and commission the system, record every reading, and show you how to use it. We send you the commissioning record and our letter after we finish.
9.5 We photograph the work for your records and ours; the photographs go on your Chillston Home. We only use them to show anyone else if you say we may.
10.1 We guarantee our installation work for two years from the day we finish the installation. While you’re a Chillston Care member, it runs for five years from that day.
10.2 If something goes wrong because of the way we installed it, ring us and we’ll put it right at no cost to you: the visit, the labour and any parts it needs.
10.3 The guarantee doesn’t cover damage from accidents or misuse, work on the system by anyone else, or faults in the equipment itself, which the manufacturer’s warranty covers (clause 11).
10.4 The guarantee stays with your home: if you sell it, the new owners have it for the rest of its term. It’s in addition to your legal rights, not instead of them.
11.1 Your equipment comes with Daikin’s warranty, on Daikin’s terms, which we give you. We register the installation with Daikin and upload the commissioning documents within 90 days of finishing.
11.2 Daikin’s standard cover is two years from commissioning. It extends to five years, free of charge, if you activate it on Daikin’s Stand By Me site within 24 months. Activating it is yours to do; we give you the code, and a hand if you’d like one.
11.3 Daikin’s terms ask for the system to be serviced every year, and a warranty claim may be refused if it hasn’t been.
12.1 If we damage your property while doing the work, we put it right or pay the reasonable cost of putting it right.
12.2 We’re responsible for loss or damage you suffer that is a foreseeable result of us breaking this agreement or not using reasonable care and skill. We’re not responsible for loss that isn’t foreseeable. We supply the system for your home, not for a business, so we’re not responsible for any loss of business, profit or opportunity.
12.3 Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t allow us to limit, including your rights under the Consumer Rights Act 2015. In short: if what we supply isn’t as described, or our work isn’t done with reasonable care and skill, you’re entitled to have it put right.
12.4 If you haven’t paid the deposit within 14 days of accepting, we may end our agreement by telling you in writing. If something outside anyone’s control stops us doing the work (for example, the equipment stops being made) and we can’t agree a way forward, either of us may end the agreement, and we refund what you’ve paid for anything we haven’t done.
13.1 If you’re unhappy with anything, tell Samuel: ring 01494 312303 or email samuel@chillston.com. We reply within two working days, and agree with you what we’ll do and by when.
13.2 If we can’t settle it between us, we tell you so in writing, with the name of an alternative dispute resolution service and whether we’ll use it. You can also go to court.
14.1 We use your details to carry out the work, keep your records and look after your system. Our privacy notice, at chillston.com/privacy, explains what we keep, why, and for how long.
15.1 If a court decides any part of these terms can’t be enforced, the rest still applies.
15.2 Only you and we have rights under this agreement, except that the guarantee in clause 10 passes to the next owners of your home.
15.3 These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in the courts there.
The key information on the join page is the short version of these terms, and you see it before you join. Clauses 12 to 15 of our installation terms (responsibility, complaints, your information and the general points) apply to Chillston Care too.
Chillston Care is a rolling monthly membership for the air conditioning at your home. It includes:
£12 a month for the first indoor unit, and £3 for each one after it. There’s no VAT to add: we’re not registered for it. For seven or more indoor units we agree the price with you.
Monthly by Direct Debit, collected for us by Stripe, and protected by the Direct Debit Guarantee. The first payment leaves your account about a week after you join, then around the same date each month. There’s no minimum term: the least you pay is one month’s payment.
Our first 50 members are founding members: their price is guaranteed for as long as their membership continues, including indoor units they add later, and if they sell their home the new owners can keep it too.
For everyone else, the price is fixed for the first 12 months. After that it can change at most once a year, and we tell you at least 30 days before. You can end your membership before a change takes effect.
We tell you when each Health Check is due. Every six months we also email you a reminder of your membership, what you pay, and how to end it.
Any time, online at chillston.com/end-membership or by ringing 01494 312303. There’s no exit fee. Payments stop, and you’re covered to the end of the month you’ve paid for.
You have 14 days from joining to change your mind, for a full refund.
We may end a membership whose payments have stopped, after telling you, or on 30 days’ notice for another good reason (for example, if we can no longer look after the system safely), refunding anything paid for time after it ends.
We always tell you what a repair would cost before we do it. Parts and repair labour are charged at 15% off, unless the fault is down to our installation and still under our workmanship guarantee, when there’s nothing to pay. A free call-out you don’t use doesn’t carry over to the next plan year.
Chillston Care doesn’t cover damage from accidents or misuse, or work on the system by anyone else.
Your membership can pass to the new owners of your home if they’d like it: they tell us, and the Direct Debit moves to them.
A one-off Health Check is £175 for one indoor unit, plus £50 for each additional unit, paid on the day.
A call-out is £150 to attend. We tell you what any repair would cost before we do it, and there’s no charge at all if the fault is down to our installation and still under our workmanship guarantee.
We’re not registered for VAT, so there’s no VAT on our prices.
Complete and return this form only if you wish to cancel the agreement. You don’t have to use it: an email or a letter saying you’re cancelling is just as good.
To: Chillston Ltd, 195-197 Wood Street, London, E17 3NU. Email: samuel@chillston.com.
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods, with their installation: the air conditioning described in quotation __________.
Terms version Sept 2026. Chillston Ltd, registered in England & Wales, company no. 17384566. Registered office: 195-197 Wood Street, London, E17 3NU.