Terms of trade
These terms apply when you book a heat pump install or join the service plan with NZ Heat Pumps. In short: your deposit is fully refundable until you accept the confirmed price after the site check, prices include GST, a contracted installer does the electrical and refrigerant work, and nothing here reduces your rights under the Consumer Guarantees Act 1993.
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1. Who you are dealing with
"We", "us" and "NZ Heat Pumps" means NZ Heat Pumps. Your contract for the supply and installation of a heat pump is with us, not with the installer who carries out the work. We engage a contracted installer to do the electrical and refrigerant work; we do not ourselves hold electrical or refrigerant registrations and make no claim to.
We are not currently taking payments. Every region is on a waitlist while installers are contracted, so clauses about deposits, balances and the service plan describe how it will work when bookings open.
2. Prices
- All prices are in New Zealand dollars and include GST.
- A package price covers the unit, the standard install described below and the electrical certificate.
- Market ranges shown on this site are other people's published figures, sourced and dated on the page. They are not our prices and are not an offer.
- Ducted, multi-split and non-standard jobs are priced individually by written quote, valid for 30 days unless it says otherwise.
3. What a standard install includes
| Item | Allowance |
|---|---|
| Indoor unit | High-wall unit mounted on an external wall of the room |
| Outdoor unit | Ground-mounted on a pad or brackets directly behind the indoor unit (back-to-back) |
| Refrigerant pipe | Up to 3 metres, insulated, with the wall penetration sealed |
| Pipe capping | Up to 2 metres of cover on the outside wall |
| Condensate drain | Up to 4 metres to a suitable drain point |
| Electrical | Up to 15 metres of cable to the switchboard, a single-storey run, and the electrical certificate |
| Commissioning | Pressure test, vacuum, gas charge check, test run and a walk-through of the remote |
| Warranty | Manufacturer's warranty registered in your name; the installer's workmanship warranty passed to you in writing |
Anything outside that is an extra. The usual ones are:
- Extra refrigerant pipe beyond 3 metres — $50–$80 per metre
- Outdoor unit on a roof, high wall bracket or second storey — Priced at the site check
- Pipe run through the roof space or under the floor — Priced at the site check
- New circuit or switchboard work — Priced at the site check
- Removing an old heat pump — Priced at the site check
Extras are quoted to you in writing after the site check. You are never charged for an extra you have not agreed to in writing.
4. Deposit and refunds
- A booking is confirmed by a $200deposit, taken through Stripe's hosted checkout. We never see or store your card details.
- The deposit is fully refundable at any time until you accept the confirmed price following the site check. That includes if the site check finds extras you do not want, if you change your mind, or if we cannot schedule an installer within the window we agreed with you.
- Refunds go back to the card used, normally within 5 working days of the request.
- If you go ahead, the deposit is credited in full against your balance.
5. The site check
After you book, our installer inspects the installation site, in person or from photographs you supply. They check the wall, the pipe run, the outdoor unit position and the switchboard. We then send you either a confirmation that the package price stands, or a written confirmed price listing each extra. You accept it or cancel. Until you accept, you owe nothing beyond the refundable deposit.
6. Cancellations after acceptance
Once you accept the confirmed price we order the unit and book the installer. If you cancel after that, we may deduct costs we have actually and reasonably incurred — typically a restocking charge on an ordered unit and any installer callout already committed — and refund the rest. We will always tell you the figure and how it is made up before deducting anything. If we cancel, or cannot complete the install, you get a full refund.
7. Paying the balance
The balance is the accepted price plus any accepted extras, less your deposit. We invoice it once the install is complete and the electrical certificate has been issued, and it is payable on the due date shown on the invoice.
8. Warranties
- The manufacturer's warranty on the unit is registered in your name and is claimed through us.
- The installer's workmanship warranty is passed to you in writing with your completion paperwork.
- You deal with us for any warranty issue. We arrange the manufacturer claim or send the installer back.
9. Service plan
The yearly service plan, when it opens, covers one service per indoor unit per year, carried out by our contracted installer, with a written report. It renews yearly until cancelled and you can cancel at any time before renewal in the Stripe customer portal or by emailing us. If you cancel within 14 days of joining and no service has been carried out, you get a full refund. No price has been set for the plan and nobody has been charged for it.
10. Referrals
If we cannot do your job, we will say so. We pass your details to another installer only if you tick the box asking us to, and we tell you who they are first. We may receive a fee for a referral. If you do not tick the box, nothing is passed on.
11. Your statutory rights
Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 where you are acting as a consumer. As the seller, we carry the Consumer Guarantees Act obligations for both the goods and the service. Where you acquire the goods or services for business purposes, the Consumer Guarantees Act does not apply.
12. Liability
Subject to clause 11, our liability arising out of a job is limited to the price you paid for it. We are not liable for indirect or consequential loss. Nothing here excludes liability that cannot lawfully be excluded.
13. Information on this site
The calculators and guides on this site are general information for New Zealand conditions, sourced and dated on each page. They are not a design, a compliance assessment or professional advice. Landlords must use Tenancy Services' Heating Assessment Tool for the Healthy Homes heating standard. The installer's site check is what determines the final size and price.
14. Changes and law
We may change these terms; the version that applies to your job is the one published when you booked. These terms are governed by New Zealand law and the New Zealand courts have jurisdiction.
15. Contact
Questions about these terms, a deposit or a refund: contact us. See also our privacy policy and how it works.