Special Terms and Conditions for the Sale of Air Conditioning Units with Installation
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Due to the seasonal nature of air conditioning sales and the direct impact of installation quality on the customer experience, additional conditions apply to the sale of air conditioning units with installation services.
The Merchant guarantees that it:
- has adequate personnel, organizational and technical capacities for performing installations,
- performs installations using professionally qualified personnel,
- will contact the customer no later than within 2 working days after receiving the order,
- will provide professional, safe and high-quality installation services in accordance with applicable legislation, technical guidelines and professional standards,
- will timely inform the customer about any changes to installation appointments or possible delays.
The Merchant guarantees installation of air conditioning units:
- no later than within 15 days during the period from May 1 to September 30 of the current year,
- and no later than within 5 days outside the above-mentioned period,
except in cases of objective circumstances beyond the Merchant’s control.
The Merchant is obliged to immediately inform the Operator when it determines:
- that it can no longer ensure the above-mentioned deadlines,
- that it does not have sufficient installation capacities,
- or that organizational, personnel or other circumstances exist that could significantly affect the quality of service execution or the customer experience.
The Merchant is fully responsible for:
- communication with the customer,
- organization of installation appointments,
- quality of installation execution,
- any damages,
- complaints related to installation,
- compliance with the published execution deadlines.
As customers perceive installation services as part of the overall Enaa purchasing experience, the Operator reserves the right to apply stricter supervision over the quality of installation services.
In the event of delays in installation execution, the Merchant must provide the customer and the Operator with clear communication, a new realistic execution date, and active resolution of the situation.
If the Merchant fails to adequately resolve delays, if delays are repeated, or if due to organizational issues the Merchant is unable to provide a predictable customer experience, the Operator may, without prior notice:
- extend the displayed delivery or execution deadlines,
- temporarily suspend publication of individual offers,
- limit or suspend the sale of installation services of the individual Merchant,
- or permanently remove offers from sale.
In the event of:
- failure to meet the specified deadlines,
- inadequate handling of delays,
- unresponsiveness,
- poor customer experience,
- increased number of complaints,
- or other serious deficiencies in installation execution,
the Operator may:
- temporarily remove the Merchant’s air conditioning offers with installation services from sale for the period from May 1 to September 30 of the current year,
- or permanently remove them from sale,
depending on the severity, frequency and duration of the non-compliance and its impact on customer experience and the reputation of the Enaa brand.
The Operator reserves the right to independently assess the adequacy of service execution, quality of communication and suitability for continued cooperation based on:
- customer complaints,
- internal statistics,
- response times,
- percentage of successfully completed installations,
- customer feedback,
- and its own assessment regarding the protection of service quality and the reputation of the Enaa brand.
In the event that the customer withdraws from the contract due to delays in installation execution or inadequate service execution, the Merchant shall assume all obligations and costs related to such case.
The Merchant acknowledges that, in the sale of air conditioning units with installation services, the Operator prioritizes quality of execution and customer satisfaction over the quantity of completed orders.