Terms of Service | Coolth Emergency Refrigeration

The Agreement

📋 Parties & Acceptance

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer") and Road and Rescue Ltd (trading as Coolth Emergency Refrigeration), a company registered in England and Wales under company number 16401492, with its registered office at 71-75 Shelton Street, Covent Garden, London WC2H 9JQ ("we", "us", "Coolth").

By requesting a service call, completing a booking, or making payment through our website or by phone, you agree to these Terms in full. If you do not agree, do not use our services.

These Terms are governed by the laws of England and Wales. Any dispute will be subject to the exclusive jurisdiction of the English courts.

⚠️ EMERGENCY SERVICE — READ BEFORE BOOKING

Coolth provides emergency refrigeration services. Once a technician has been dispatched to your location, a call-out charge applies regardless of whether you choose to proceed with the repair. This is non-negotiable.

If you are not the owner or authorised representative of the premises or equipment, you must obtain permission before booking. You will be personally liable for all charges if you are not authorised.

Services & Pricing

Standard Emergency Call-Out — £149 inc VAT Diagnosis and first-hour labour for domestic and light commercial refrigeration faults. Available 24/7 within our service area. Parts, refrigerant, and extended labour are charged additionally at rates confirmed before work begins.
Priority Emergency Call-Out — £189 inc VAT Accelerated dispatch for food-critical failures. Guaranteed response prioritisation. Same pricing structure as above for parts and materials.
HVAC & Heat Pump Service — £269 inc VAT Fixed-price comprehensive service for heat pump, air conditioning, and HVAC systems. Includes full inspection, F-Gas check, and cleaning. Parts additional where required.
Call-Out Charge A call-out charge applies from the moment a technician is dispatched. This charge is non-refundable once the technician has left their base, regardless of whether a repair is carried out or completed.
Additional Works Any parts, materials, refrigerant recharging, or labour beyond the initial call-out will be quoted before work proceeds. You will be asked to authorise additional costs by phone, email, or electronic signature.
Out-of-Hours Surcharge Services requested outside standard business hours (Monday–Friday 08:00–18:00) may attract an out-of-hours surcharge. This will be confirmed at the time of booking.

All prices include VAT at the current UK rate. Prices are subject to change; the price confirmed at the time of booking is the price that applies to your service.

Payment Terms

💳 Payment Obligations

Advance Payment: Emergency call-out fees are collected in advance via secure Stripe payment before technician dispatch is confirmed.
Additional Works: Any additional costs authorised during the job are due on completion of the work, before the technician leaves site.
Accepted Methods: We accept all major debit and credit cards via Stripe. We do not accept cash on site.
Receipts: A payment receipt will be emailed to the address provided at the time of booking. VAT receipts are available on request.
Chargebacks & Disputes: Initiating an unjustified chargeback after receiving service constitutes attempted fraud. We retain full service records, GPS dispatch logs, and technician reports as evidence and will contest all unjustified disputes.
Cancellation: You may cancel your booking at no cost if you do so before a technician is dispatched. Once dispatched, the full call-out fee is non-refundable. Cancellations must be made by calling 07501 250720.

Liability & Warranties

Workmanship Guarantee We guarantee our labour for 30 days from the date of service. If the same fault reoccurs within 30 days due to our workmanship, we will return at no additional labour charge. Parts and materials are subject to manufacturer warranty terms.
Pre-Existing Conditions We are not liable for faults, failures, or damage that existed before our attendance, or for damage caused by equipment that was already in a deteriorated state. Our technician will report pre-existing conditions before beginning work.
Limitation of Liability Our total liability to you for any claim arising from our services is limited to the amount paid for the specific service call in question. We are not liable for loss of profits, loss of revenue, loss of stock, indirect or consequential loss of any kind.
Nothing in these Terms excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under English law.
Food Loss Claims We are not liable for food spoilage or stock loss unless directly caused by our negligent workmanship and evidenced in writing within 24 hours of service completion.
Access & Safe Working You must provide safe access to the equipment and premises. We may refuse to carry out work if conditions are unsafe. The call-out charge still applies in these circumstances.

Governing Law & Other Terms

⚖️ Legal Framework

Governing Law: These Terms are governed by the laws of England and Wales. Any dispute arising under these Terms is subject to the exclusive jurisdiction of the courts of England and Wales.

Consumer Rights: Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.

F-Gas Compliance: Our technicians hold valid F-Gas certification as required under the Fluorinated Greenhouse Gases Regulations 2015. All refrigerant handling is carried out in compliance with applicable environmental legislation.

Variation: We may update these Terms at any time. The version in force at the time of your booking applies to that booking. Current Terms are always available at coolth.tech/terms.

Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions continue in full force.

📬 Contact

Legal & contractual queries

legal@coolth.tech

Emergency service line

07501 250720

Registered office

Road and Rescue Ltd, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ

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