Skip to main content

Smart Heating Controls

Nest Pro London logo smart phone in a house siloet
Menu
Menu
Nest Pro London logo smart phone in a house siloet
Menu
Nest Pro London logo smart phone in a house siloet

 

 

Remote Support Delivery Policy

Last updated: 17 October 2026

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

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.

See our Terms & Conditions.

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