Care Plan Terms & Conditions
These terms apply to every Frostbite Services Care Plan (single split, multi split up to 3 indoor units, and multi split 4 indoor units and above). By signing up you agree to them. Last updated: November 2026.
1. Who we are
Frostbite Services is an air conditioning and refrigeration business based in Norwich, covering Norfolk and Suffolk. Call 07943 765947 or email info@frostbiteservices.co.uk.
2. What your plan includes
- One annual service for the system(s) covered by your plan, including filter cleaning and a system health check.
- One free call-out per year (every 12 months from sign-up). If your system develops a fault we will attend and diagnose it at no call-out charge.
- Priority booking for repairs.
3. What is not included
- Parts, replacement components and refrigerant are chargeable. We will explain the fault and agree the cost with you before any work is carried out.
- Any additional call-outs after your free call-out are charged at our standard rates.
- Work on systems not covered by your plan, or more indoor units than your plan covers.
4. Which systems are covered
Your plan covers the number of units you tell us about when you sign up: one single split system (Single Split plan), up to 3 indoor units on one multi split system (Multi Split up to 3 plan), or 4 or more indoor units on one multi split system (Multi Split 4+ plan). Tell us if you add or remove units so we can move you to the right plan.
5. Information we need from you
When you sign up you must give us your name, the address where the system is installed, a contact number, and the number of indoor units. We use this to book your annual service. We will contact you to arrange a convenient date, and you agree to give us access to the system at the agreed time.
6. Payment
Your plan is paid monthly by recurring payment (Direct Debit). The price is shown when you sign up and includes VAT where applicable. We will give you at least 30 days notice before any price change.
7. Cancelling
You can cancel at any time and there are no cancellation fees. To cancel, contact us by phone or email, or cancel your Direct Debit with your bank. Cancelling stops all future payments and your plan benefits end. We do not refund months already paid. You also have a 14-day cooling-off period from sign-up under the Consumer Contracts Regulations; if you ask us to start the service during that period and we have already carried it out, we may charge for the work done.
8. Service area
Care plans are available at properties in Norfolk and Suffolk.
9. Our responsibilities
We will carry out services with reasonable care and skill by suitably qualified, F-Gas certified engineers. We cannot guarantee that a fault will not occur between visits. Nothing in these terms limits your statutory rights or our liability for death or personal injury caused by our negligence.
10. Complaints
If you are unhappy with any part of our service please contact us and we will do our best to put it right.
11. Changes to these terms
We may update these terms from time to time. The version in force when you sign up applies to your plan unless we give you notice of a change.