Terms & conditions

Last updated: 10 June 2026

These terms apply when you book air-conditioning supply and installation through metrocool.co.uk. “MetroCool”, “we” and “us” mean Lin & Song Ltd, registered in England & Wales (company no. 14924756), registered office: 49 Fairmount Road, London SW2 2BJ. VAT no. 494809442. Contact: hello@metrocool.co.uk · 07359 192194. Nothing in these terms affects your statutory rights as a consumer.

1. Your quote and price

Your online price is fixed and includes the equipment, standard installation, materials and VAT, based on the answers you give in the quote (property, rooms, outdoor unit position, pipe runs and so on). If, on the day or beforehand, we find the answers were materially inaccurate (for example a much longer pipe run, no safe access, or a different property layout), we'll tell you before doing any work and either agree a revised price with you or cancel the booking with a full refund. We never start chargeable extra work without your agreement.

2. Booking and deposit

A booking is made when you pay the 50% deposit at checkout and we email your confirmation with an order number. The remaining 50% balance is invoiced and due on your installation date, after the work is complete. Your deposit covers securing your installation slot and the purchase of your unit.

3. Your unit and delivery

After booking, we purchase your unit and have it delivered to your installation address, normally within 7 days. Please keep it safe, unopened and undamaged until install day. Risk in the goods passes to you on delivery; ownership passes when you've paid in full.

4. The installation

• Installations are carried out by F-Gas certified engineers in a single visit where possible.
• Someone aged 18 or over must be present for the full duration.
• You're responsible for making the work areas reasonably accessible, and for parking for the engineer's van (including any permit or charge).
• Installation includes drilling a small (~65mm) hole through an external wall for the pipework, sealed and finished neatly.
• For larger systems (4.5–5kW), the unit needs its own dedicated electrical supply with a local isolator. As confirmed at booking, providing that supply (by a qualified electrician) is your responsibility unless we've agreed otherwise in writing. Our engineer will check the supply is safe and suitable before connecting to it, and can't connect to an unsafe or unsuitable supply.
• We're not responsible for pre-existing defects in your property's electrics, structure or damp-proofing, or for making good decorative finishes beyond the immediate work area.

5. Changing your installation date

Need a different date? Tell us at least 48 hours before your install and we'll rearrange it free of charge. With less notice we'll still do our best, but we may charge a reasonable fee if the engineer's visit is wasted.

6. Cancellation and refunds

Your 14-day cooling-off right. Because you buy online, you have the legal right to cancel within 14 days of booking without giving a reason (Consumer Contracts Regulations 2013). By booking, you expressly request that we begin within that period — purchasing and delivering your unit and, if your install date falls inside it, carrying out the installation — and you acknowledge that once the installation has been fully carried out, the right to cancel the service is lost.

If you cancel within the 14 days:

• Before your unit has been dispatched and before any work: full refund of everything you've paid.
• After your unit has been dispatched or delivered, but before installation: full refund less our direct costs of getting the unit back to the supplier (return delivery and any restocking charge) — or, if you prefer, keep the unit and we refund everything except its supply price.
• After installation is complete: the work can no longer be cancelled and the full price remains payable. Your warranty and statutory rights about the quality of the work are unaffected.

After the 14 days:you can still cancel any time before installation. We'll refund your deposit less the direct costs we can't recover (such as the unit's return/restocking). If you cancel less than 48 hours before your install date we may also deduct a reasonable amount for the reserved engineer visit. We'll always tell you the exact refund before processing it, and we always try to keep deductions as small as we can.

How to cancel: use the cancel option on your order tracking page, or email hello@metrocool.co.uk (a simple “I wish to cancel my order [order number]” is enough), or call us. Refunds go back to your original payment method, normally within 14 days.

Our cancellation rights:we may cancel and refund you in full if we can't safely or lawfully carry out the work (for example unsafe access, no suitable electrical supply for a large system, or your property falls outside our coverage area).

7. Warranty and aftercare

• Your unit comes with a 10-year manufacturer's parts warranty (Mitsubishi Heavy Industries), conditional on installation to the manufacturer's guidelines — which our engineers follow — and on the unit being serviced regularly.
• Our own workmanship is guaranteed for 12 months from installation.
• Warranties are in addition to, and do not limit, your rights under the Consumer Rights Act 2015 (goods must be as described and of satisfactory quality; services must be carried out with reasonable care and skill).

8. Liability

We are responsible for foreseeable loss or damage caused by our negligence or our breach of these terms, up to the total price of your order. We are not liable for losses that were not foreseeable, business losses, or problems caused by pre-existing defects in your property. Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.

9. Complaints and law

If something's wrong, email hello@metrocool.co.uk and we'll aim to respond within 2 working days and put it right quickly. These terms are governed by the law of England and Wales, and disputes can be brought in the courts of England and Wales (or your local UK courts if you live elsewhere in the UK).