Terms and Conditions

Last updated: 17 October 2026

1. Company Information

Smart Thermostat Pro is a trading name of Nest Pro London Ltd.

Email: hello@smart-thermostat.co.uk
Website: smart-thermostat.co.uk

2. Products and Services

We supply smart thermostats (e.g. Nest, Hive, Tado) and offer professional installation services throughout Greater London and areas within the M25. We also provide remote support services across the UK.

3. Order Process

All orders are subject to availability and acceptance. You will receive a confirmation email after placing your order, but formal acceptance only occurs when we confirm installation availability or dispatch. We reserve the right to cancel or refund any order before acceptance due to stock issues, pricing errors, or geographic limitations.

4. Pricing and Payment

All prices include VAT where applicable. You can pay online at checkout, by an agreed payment link, or by cash or card on completion. Advance payment is not required to book an installation appointment; your appointment is confirmed by email. Where invoice terms have been agreed, payment is due within 7 calendar days of the invoice date unless another due date is agreed in writing. This does not change an agreement to pay on completion. Refunds, if applicable, will be returned to the original payment method.

5. Cancellation and Returns

Cooling-Off Period

You have the right to cancel your order for any reason within 30 days of receiving your goods or from the date of installation — whichever comes later.

If Installation Has Not Taken Place

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.

If Installation Has Taken Place

For a voluntary goodwill return within 30 days of installation, we deduct a fixed £80 from your refund for the installation visit. This applies even if we refit your old thermostat. Contact us to agree safe removal, return and any refitting arrangements. This deduction does not override statutory cancellation rights or remedies for faulty goods or installation.

Refunds

Please return the product with its accessories and packaging where available. Original packaging and unused condition are not blanket conditions for exercising statutory rights. Refunds are processed within 14 days of receiving the returned goods; for statutory goods cancellations, the applicable deadline runs from receipt of the goods or evidence of return, whichever is earlier. We refund standard outward delivery where required by law. Statutory rights concerning faulty goods or installation take precedence over this goodwill policy. The 30-day offer is additional to eligible statutory 14-day cancellation rights; any charge for services started during a statutory cancellation period is made only where legally permitted.

6. Delivery and Installation

We aim to deliver and install within 3–7 working days of your confirmed order. If no delivery time is agreed, the legal maximum is 30 days. We are not liable for delays due to weather, access issues, or third-party disruptions. You must ensure safe, clear access and confirm heating system compatibility before purchase.

7. Remote Support

Remote services are provided via video, phone or screen-sharing. These services are advisory in nature. We do not conduct gas or boiler diagnostics. The customer remains responsible for acting on guidance safely and legally.

8. Warranties

All smart thermostats include the manufacturer’s standard warranty. Installation workmanship is guaranteed for 12 months. Our warranty does not cover misuse, accidental damage, or undisclosed issues with existing systems.

9. Limitation of Liability

We are not liable for:

• Loss of data or software.
• Issues arising from customer-installed systems or incompatibility not disclosed at purchase.
• Delays caused by third parties or circumstances beyond our control.

Nothing in these terms limits liability for death or personal injury caused by negligence, or for breach of your statutory rights under UK law.

10. Governing Law

These terms are governed by the laws of England and Wales. Any legal disputes will be handled in the courts of England and Wales.

11. Contact Us

If you have any questions about these Terms and Conditions or need help with your order, please contact us:

📧 hello@smart-thermostat.co.uk
📞 020 3835 5003