Remote Support Delivery Policy
Last updated: 1 June 2025
1. Service Coverage
Our remote support service is available to customers anywhere in the UK. You do not need to be within our local installation zone to receive support.
2. Appointment Timing
Once you place an order, we aim to contact you the same day (or within one working day during busy periods) to schedule your remote session.
Most appointments are available within 1–2 working days.
3. Delivery Method
Remote support is delivered entirely online via:
- Phone call
- Video call (e.g., Zoom, WhatsApp, FaceTime)
- Screen sharing (if required)
No physical products are dispatched, and no on-site visits are included in this service.
4. Missed or Rescheduled Appointments
If you miss your scheduled appointment without giving at least 24 hours’ notice, a rebooking fee may apply.
We understand emergencies happen — please contact us as early as possible to reschedule.
5. Technical Requirements
To access remote support, you’ll need:
- A stable internet connection or mobile data
- Access to your thermostat, boiler, and smart device (phone/tablet)
- (Optional) Basic tools such as a voltage tester screwdriver or non-contact voltage pen
We’ll work with what you have to support you effectively.
6. Limitations of the Service
This is a guidance-only service. You are responsible for following any instructions safely and within the law.
We do not provide:
- On-site visits
- Gas or boiler diagnostics
- Responsibility for outcomes of DIY or electrical work
Please refer to our full Service Description for more details on what is and isn’t included.
7. Contact
If you have questions before or after your remote session, please email us at:
📧 hello@smart-thermostat.co.uk