Optim PRO Terms and Conditions (T&Cs)

Optim PRO — Terms and Conditions

Last updated: 7 September 2026

1. About us

Optim PRO is a trading name of Eagles Tribe Ltd, company number 10737179. In these terms, “we”, “us” and “our” mean Eagles Tribe Ltd trading as Optim PRO.

Registered office: 274 Cedar Road, Nuneaton, CV10 9DZ, United Kingdom.

Email: info@optimpro.co.uk
Telephone: 07466 518 415
Website: https://optimpro.co.uk

These terms cover our website and purchases of equipment, installation, servicing, repairs and maintenance agreed through our quotation process. A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. Nothing in these terms limits a consumer’s statutory rights.

2. Our website and enquiries

Our website provides information about our products and services and allows you to contact us or request a quotation. We do not accept purchases directly through the website. There is no website shopping basket or checkout process for placing an order.

Submitting an enquiry, requesting a survey or receiving an automated acknowledgement does not place an order, create a supply contract or commit you to a purchase.

Products, photographs, specifications, example packages and prices on the website help you explore the available options. Your written quotation identifies the equipment, agreed work and price for your particular project. We remain responsible for descriptions and statements that are legally binding on us.

3. Quotations and surveys

We provide a written quotation after discussing your requirements and, where appropriate, carrying out a site survey. Any preliminary estimate will be identified as such.

Our quotation will state the proposed equipment and work, price and VAT treatment, relevant assumptions and exclusions, payment schedule and any validity period. Delivery, installation and other charges will be identified before you commit. Consumer quotations will show the total payable including applicable VAT.

Please give us accurate information about the property, access, existing systems and your requirements. We remain responsible for our professional assessment and for matters we should reasonably identify during an agreed survey.

If a quotation requires a further survey or technical checks, we will explain this and confirm any resulting changes before you commit to the final scope and price. Any charge for a survey or diagnostic visit must be agreed in advance.

4. Accepting a quotation

To proceed, accept the quotation using the method stated in it, such as an email reply or signed acceptance. Unless the quotation expressly provides a different acceptance process, a binding contract is formed when we send written confirmation accepting your instruction to proceed.

We will provide these terms and any project-specific conditions before you are bound, together with a copy of your agreed contract in a form you can retain. An acknowledgement that we have received your message is not an order confirmation.

The contract consists of the accepted quotation, these terms and any additional conditions expressly agreed before the contract is made. Agreed project-specific terms take priority where they conflict with these general terms, subject to your statutory rights. We cannot introduce additional conditions through a later invoice without your agreement.

5. Prices and payment

The agreed quotation price is fixed for the agreed scope of work. Updating a website price does not change an existing contract.

Deposits, stage payments, balance due dates and available payment methods will be stated in the quotation. Payments are made against your quotation or invoice using the instructions we provide. Do not send full payment-card details by email or through an enquiry form.

Deposits are part-payments towards the contract price. They are not automatically non-refundable; cancellation and refund rights are explained below.

6. Changes and additional work

If you request a change, or an unexpected site condition requires a change to the agreed work, we will explain the options and any effect on price or timing. Additional chargeable work requires your agreement in writing before it proceeds.

Where necessary, we may pause affected work to keep the site safe while a solution is agreed. We will not charge you extra to correct our own errors or defective work. If no solution can be agreed, we will discuss how the affected work can be ended fairly, taking account of work properly completed and your legal rights.

7. Equipment, availability and appointments

We will confirm equipment availability and proposed delivery or appointment dates during the quotation and booking process. We will identify whether a date is an estimate or a firm commitment.

If a supplier delay or another event affects an agreed date, we will tell you promptly and discuss the available options. We will not substitute a different brand, model or materially different specification without your agreement.

If we cannot fulfil the contract, or you are legally entitled to end it because of delay, we will refund sums due for goods and services not supplied. Nothing in this section removes any further remedy you may have.

8. Access and installation

Please arrange safe access at the agreed time and tell us about known hazards or restrictions. You must have authority to instruct the work. Responsibility for landlord consent, planning approval and any other necessary permissions will be identified before work starts; this does not transfer our own legal or professional responsibilities to you.

The quotation will identify relevant work such as electrical supplies, condensate drainage, pipework, access equipment, removal of existing equipment and making good. Decoration and other additional work are included only where stated.

We will work with reasonable care and skill, take reasonable measures to protect your property and leave our work areas tidy. If we cause damage through a failure to take reasonable care, we will put it right or provide an appropriate remedy.

9. Consumer cancellation rights

Where your contract is a qualifying distance or off-premises contract, you normally have a statutory right to cancel without giving a reason. Receiving and accepting a quotation instead of buying through a website does not, by itself, remove that right.

For a service-only contract, the cancellation period normally ends 14 days after the day the contract is made. For equipment supplied with installation, it normally ends 14 days after the day you receive the equipment, or the last item where one order is delivered separately. You may also cancel before delivery.

Tell us clearly that you wish to cancel, using the contact details above. Email is helpful for keeping a record, but is not compulsory. You may use the optional form below. Send your cancellation before the applicable deadline.

If you want services to start during the cancellation period, we will obtain your express request and explain any proportionate payment due if you later cancel. Starting work does not automatically remove cancellation rights. A service-only contract loses its cancellation right after full performance only where the required request and acknowledgement have been obtained. Completing installation does not automatically remove the cancellation right for the equipment.

Any applicable legal exception, including genuinely personalised goods or specifically requested urgent repairs, will be explained before you commit. Standard equipment ordered for your project is not automatically exempt.

10. Returns and refunds after statutory cancellation

Where goods must be returned, return them within 14 days of notifying us, unless we agree to collect them. Contact us to arrange safe handling of installed equipment; do not disconnect refrigerant or electrical connections yourself.

You pay direct return or collection costs only where we informed you of that responsibility before contracting, including the cost of returning goods that cannot normally be posted. Otherwise, we bear those costs. We will also collect at our expense where the law requires it.

We refund eligible payments, including standard delivery charges, within 14 days of cancellation. Where permitted for goods, we may wait until we receive them back or evidence of their return, whichever is earlier. Refunds use the original payment method unless you agree otherwise, without a refund fee.

Any deduction for excessive handling or requested services supplied during the cancellation period will be made only where legally permitted and explained to you. We do not impose a restocking fee for exercising a statutory cancellation right. Opening packaging alone does not remove your rights.

11. Other cancellations and rescheduling

If no statutory cancellation right applies, or its period has expired, contact us promptly to discuss cancellation or a change of date.

Any cancellation charge must follow the contract and applicable law. For consumers, it will reflect reasonable net losses caused by the cancellation, allowing for costs saved, recoveries and reasonable steps to reduce those losses. We will explain any deduction and refund the remaining balance. We will not automatically retain your entire deposit.

Business cancellation and rescheduling arrangements may be specified separately in the accepted quotation.

12. Quality, warranties and maintenance

Equipment will conform to the contract and applicable legal requirements. We will carry out services with reasonable care and skill.

Manufacturer and workmanship warranty periods, coverage and any servicing or registration conditions will be set out in your quotation or accompanying warranty information. Commercial warranties are additional to consumers’ statutory rights and do not replace our responsibilities for faulty goods or services.

Please report problems using our contact details so we can investigate and arrange an appropriate remedy. A fault does not have to be reported within a manufacturer’s warranty period for statutory rights to apply.

Planned maintenance contracts will have a separate agreed schedule stating coverage, visit frequency, charges, duration, renewal and termination arrangements.

13. Complaints and liability

Please send complaints to info@optimpro.co.uk or contact us using the details above, giving your quotation or invoice reference and a description of the problem. We will investigate and explain our proposed resolution. If a consumer complaint cannot be resolved, we will provide information about relevant alternative dispute resolution arrangements where required, including whether we will participate.

We are responsible for foreseeable loss or damage caused by our breach of contract or failure to exercise reasonable care and skill. Nothing excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability or consumer right that cannot lawfully be excluded or limited.

Any additional business-specific liability provisions must be expressly agreed as part of the business contract and comply with applicable law.

14. Privacy and website content

We handle personal information in accordance with applicable UK data protection law and our separate Privacy Policy.

Website content belongs to Eagles Tribe Ltd or its respective owners. You may view, download or print it for your own use when considering our services. Commercial reproduction or redistribution requires permission, except where otherwise permitted by law.

Third-party links are provided for convenience. We do not control the content or operation of those websites.

15. Referrals

Where we advertise a referral reward, the advertised reward amount and these conditions apply. The referred customer must not have used our services in the previous 24 months.

A qualifying referral must result in the purchase and installation of a complete air conditioning or heat pump system. Repairs, maintenance plans and accessory-only purchases do not qualify. One reward is available per installation address; self-referrals do not qualify.

Rewards are processed 30 days after installation is completed and the invoice is paid in full. The offer cannot be combined with other discounts or finance promotions unless expressly approved. Any reward method will be confirmed with the referrer.

We may change or end the scheme for future referrals, but changes will not remove rewards already earned or alter the terms applying to referrals already accepted under an existing offer.

16. Governing law and updates

These terms are governed by the law of England and Wales. Consumers retain any mandatory protection and right to bring proceedings in their home jurisdiction within the United Kingdom. Business disputes are subject to the courts of England and Wales.

Website updates apply to future contracts. The version supplied when your contract was agreed continues to apply unless a change is expressly agreed with you.

17. 36-Month Installation & Labour Guarantee

OptimPRO, a trading name of Eagles Tribe Ltd, guarantees its installation workmanship for 36 months from commissioning. During this period, we will rectify installation defects attributable to our work at no charge, including necessary labour and installation materials. Call-out, diagnosis and repair labour for equipment faults covered by the manufacturer’s warranty are also included. Equipment replacement parts remain subject to the manufacturer’s separate warranty.

This guarantee excludes routine servicing, consumables and faults caused by misuse, accidental damage, external electrical supply problems, third-party alterations or failure to maintain the system in accordance with the manufacturer’s instructions. These exclusions apply only where they caused or contributed to the fault.

Please report faults promptly using the contact details on your quotation and allow reasonable access for inspection and repair. Any work outside this guarantee will be explained and priced for your approval before it proceeds.

This guarantee is additional to, and does not limit, your statutory rights.

18. Finance — Important Information

Finance is subject to status, affordability checks and the lender’s eligibility criteria. Approval is not guaranteed. Interest rates, repayment periods and any deposit requirements depend on the finance product and your circumstances. Your repayment schedule and total amount payable will be confirmed before you enter into a credit agreement. Borrowing with interest increases the overall cost of your purchase. Missed payments may affect your credit rating.

EAGLES TRIBE LTD is an Introducer Appointed Representative of Ideal Sales Solutions Ltd, t/a Ideal4Finance. Ideal Sales Solutions Ltd is a credit broker and not a lender (FRN 703401). Finance available subject to status. The rate offered is always provisional and will depend upon your personal circumstances, the loan amount and the term.

Optional consumer cancellation form

To: Eagles Tribe Ltd trading as Optim PRO, 274 Cedar Road, Nuneaton, CV10 9DZ; info@optimpro.co.uk.

I/We hereby give notice that I/We cancel my/our contract for the following goods/for the supply of the following service (delete as appropriate):

Goods or service: ____________________

Quotation/order reference: ____________________

Ordered on/received on (delete as appropriate): ____________________

Name of consumer(s): ____________________

Address of consumer(s): ____________________

Signature of consumer(s), only if submitted on paper: ____________________

Date: ____________________