Refund and Cancellation Policy

This Refund and Cancellation Policy explains how cancellations, enquiry withdrawals and refund-related matters are handled in connection with this website.

This website is an informational and enquiry-based website for heat pump information in the United Kingdom. It does not sell heat pumps directly online, does not process direct installation payments through the website and does not create a heat pump purchase or installation contract by itself.

1. Scope of this policy

This policy applies only to website enquiries, callback requests and any services that may be provided directly by Saideh LTD through this website.

It does not automatically apply to heat pump products, surveys, installation services, deposits, warranties, finance agreements or other services supplied by third-party installers, suppliers, managers or service providers. Those arrangements are governed by the terms of the relevant third party.

2. Cancelling an enquiry or callback request

You may cancel or withdraw an enquiry or callback request at any time by contacting us using the details below. Once we receive your request, we will take reasonable steps to stop further handling of the enquiry by us.

If your enquiry has already been passed to a third-party manager, supplier, installer or service provider, you may also need to contact that third party directly to stop further contact or cancel any separate arrangement made with them.

3. No direct online sales

Saideh LTD does not sell heat pumps directly through this website and does not take online payment for heat pump products or installation services through this website.

If you make a payment directly to a third-party supplier, installer or service provider, that third party is responsible for confirming the payment terms, cancellation rights, refund process, deposit rules, warranty terms and any applicable consumer rights information.

4. Payments made directly to Saideh LTD

If Saideh LTD ever accepts a direct payment from you for a separate paid service, such as a paid consultation, administrative service or other clearly described service, the specific terms provided at the time of purchase will apply.

Where applicable, you may have a legal right to cancel a distance service contract within 14 days from the day after the contract is entered into. If you ask for a paid service to start during the cancellation period, you may be required to pay for the part of the service already provided before cancellation.

If a paid service has been fully performed with your prior agreement during the cancellation period, your right to cancel may be affected, depending on the circumstances and the information provided to you before the service started.

5. Third-party deposits, surveys and installation bookings

Any deposit, survey fee, installation booking fee or product payment made to a third-party supplier, installer or service provider is not controlled by Saideh LTD unless expressly stated in writing.

Refunds for third-party payments must be requested from the party that received the payment. Their own cancellation policy, refund policy, appointment terms, survey terms, installation agreement and statutory obligations will apply.

6. Grants, funding and rejected applications

Any references to grants, funding schemes, incentives or eligibility are provided for general information only. Saideh LTD does not guarantee that you will qualify for funding, receive a grant, be approved under a scheme or obtain a specific installation price.

A rejected grant or funding application does not automatically create a right to a refund from Saideh LTD unless you paid Saideh LTD directly for a specific paid service and the applicable service terms provide for a refund.

7. How to request cancellation or raise a refund issue

To cancel an enquiry submitted through this website or raise a refund-related issue involving Saideh LTD, please contact us and provide enough information for us to identify your enquiry.

• Your full name.
• Your email address and telephone number used in the enquiry.
• The date you submitted the enquiry or made contact.
• A short explanation of what you want to cancel or query.
• Any relevant reference, email confirmation or third-party provider name, if available.

8. Review time

We aim to review cancellation and refund-related messages as soon as reasonably possible. Response times may vary depending on the nature of the request, whether a third party is involved and whether further information is needed.

If your request relates to a third-party payment, deposit, installation booking, product order, survey or warranty, we may direct you to the relevant third party because Saideh LTD may not be able to approve, process or reverse payments that it did not receive.

9. Your statutory rights

Nothing in this policy is intended to exclude, restrict or limit any statutory rights that cannot be excluded under applicable UK consumer law.

Where you have entered into a separate contract with a third-party supplier, installer or service provider, your statutory rights in relation to that contract should be raised with that third party.

10. Changes to this policy

We may update this Refund and Cancellation Policy from time to time to reflect changes in our website, business model, third-party relationships, legal requirements or enquiry handling process. The latest version will be shown on this page.