Terms and conditions

Welcome to the terms and conditions page of TG Services. By accessing this web site and/or placing an order or making a payment, you agree to be bound by these terms and conditions as set out below.


The following terms & conditions make reference to:

Our web site: www.hotandcool.co.uk ('our web site' 'this web site', 'web site')

Site owner: TG Services, 1 Wintershill Farm Business Park Winchester Road, Fair Oak, Eastleigh, SO32 2AH, VAT No: 871 3716 17 ('us', 'TG Services' 'our', 'we')

Contact: enquiries@hotandcool.co.uk or on 02380 000701


Use of this web site and content »

Placing an order »

Invoice payments »

Account information »

Delivery »

Returns and refunds »

Copyright »

Disclaimers »


Use of this web site and content:

All content including text, pictures, graphics and diagrams are supplied on a 'as is' basis, we take no liability for the accuracy of this information and all information must be treated as such. Furthermore all images contained within this web site are for illustrative purposes only. We do not offer any warranties expressed, implied or otherwise on using this information for any general purpose including but not limited to D.I.Y work, buying guides, advice, comparisons or for reference.


TG Services makes every care in the preparation of the content of this web site, however we cannot guarantee uninterrupted and totally reliable access to this web site and so, therefore, cannot guarantee that the information will always be completely up to date and free of mistakes. To the extent permitted by applicable law, TG Services disclaims all warranties; express or implied, as to the accuracy of the information contained in any of the materials on this web site and will accept no liability for any loss or damage arising as a result of problems with access.


While we try and ensure that all prices on this web site are accurate, errors may occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or canceling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund. All item prices include VAT at 17.5%.


You must be eighteen years old to use this site. If you are under eighteen, you may only use the site in conjunction with, and under the supervision of, a parent or guardian. If you do not qualify, please do not use the site.


This web site is intended for use for residents within the United Kingdom (UK), we do not exclude residents from other countries from using this web site but express no liability for the accuracy of information, prices and content for use in other countries. Furthermore TG Services makes no representation that any product referred to in the materials on this web site is appropriate for use, or available, in other locations. Those who choose to access this site from other locations are responsible for compliance with local laws if and to the extent local laws are applicable.



Placing an order and conditions of acceptance:

Please note that when you place an order online with TG Services payment is instantly released by your bank and automatically accepted by Protx on behalf of TG Services. You should then receive a payment confirmation e-mail from Protx. However, the acceptance of funds and subsequent communication from Protx in no way constitutes an acceptance of the order or a guarantee of despatch of goods.


Your order (including payment) will be treated as an offer to purchase from TG Services, acceptance of which is indicated when and only when TG Services despatch the goods and sends an email of delivery confirmation (whether or not you receive that e-mail).

Up until the point of despatch TG Services reserves the right to decline your order and to process a full refund. Once we despatch the order (and at no time prior to this) TG Services enter into a legally binding agreement with you the customer regarding said order. For the avoidance of doubt, any such contract will be deemed to have been concluded in the United Kingdom. Further, any such contract will be interpreted, construed and enforced in all respects in accordance with the laws of England, and you and TG Services irrevocably submit to the non-exclusive jurisdiction of the English Courts.


You agree that e-mail can be used as a long-distance means of communication.

You undertake that all details you provide to TG Services for the purpose of ordering or purchasing goods or services are correct, that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of the goods or services ordered.


The technical steps required to create the contract between you and us are as follows:

• You place the order for your products on the web site by pressing the"submit" button at the end of the check-out process. You will be guided through the process of placing an order by a series of simple instructions on the web site.

• We will send to you an Order Confirmation email detailing the products you have ordered. This is not an acceptance from TG Services.

• At the same time as your product is shipped from our business address we will send you a Despatch Confirmation email.

• Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it.


Non-acceptance of an order may be a result of one of the following reasons:

• The product(s) you ordered being unavailable from stock

• Our inability to obtain authorisation for your payment

• The identification of a pricing, product or offer description error

• You not meeting the eligibility to order criteria as set out below


All orders for products are subject to availability and we reserve the right to refuse to accept any order in which case we will have no further obligation to the party concerned. However if a payment from your debit or credit card has already been made, if your order is declined you will subsequently receive a full refund.


We will send you an email to confirm that your order has been received and whether or not it has been accepted. At anytime, you can see the status of your order by going to the Order Tracking area, or by emailing orders@hotandcool.co.uk with a request. Be sure to include your order reference number, if you have it. Price and availability information displayed on the TG Services web site are subject to change without notice.


All discounts, special offers and promotions are subject to availability, may be withdrawn or changed without notice, and may not be used in conjunction with any other offers, except where explicitly stated. If an item is subject to two available discounts, TG Services reserves the right to decide which will be applied.


Invoice payments:

This service is intended exclusively for customers of TG Services who use our engineer services. By engineer services this means attending, fitting, repairing, installing, servicing or other assistance given by one of our engineers that is chargeable and has been invoiced or a job sheet with the outstanding balance has been left at our customer's home. This service is independent of our online shopping experience and can not be used without firstly opening an online account.


For the purpose of invoice payments, TG Services reserves the right to open up an online account on our customer's behalf for the purpose of invoice payment. Upon creating an account we will contact you, via post, phone or email informing you of this. If you do not wish to use this service you must notify us immediately through any form of contact. If you do not contact us your account will remain open until such time as you either inform us that you would like it closed or we close your account on your behalf. If you choose to continue to use this service you must keep all details up-to-date and as accurate as possible and follow the 'account information' procedures as detailed below.


Irrespective of how your account was opened, you do not have to use our invoice payment system to pay your invoice. We will still accept payment via cash, cheque or over the phone using your debit or credit card. We will still update the status of any or all invoices that we have received payment for in this way, providing that they are viewable in your customer account area in the first instance.


We do not guarantee that all engineer invoices will be placed within your account area, we reserve the right to select invoices for the purpose of online payment at our discretion. You may contact us to elect an invoice to be included in your customer account area for the purposes of payment or reference but the final decision would still be at our discretion.


Whilst we take every care when inputting your invoices onto our online system we do not guarantee that all information will be free from errors. It is the customer's responsibility to check the invoice amount(s) and details before a payment is made. Where an error has occurred that has effected the price (GROSS, VAT or TOTAL) we will amend the details without due notification providing payment has not already or is in the process of being made. Where an invoice has been paid and the details were later found out to be incorrect we will inform you immediately and either issue a refund for an overpayment, or request additional payment for the outstanding amount.


All invoices contained within your account area are in lieu of payment of our engineer services. The invoices can not be canceled or changed without our explicit consent. You may refer to your paper invoice or job sheet to confirm the details of your online invoice. You may also print a copy for your records, however the printed copy will not override the details of your original invoice/job sheet as supplied by us, unless we have informed you otherwise.


If your payment has not been successful we reserve the right to change your invoice status to reflect the unsuccessful payment. We may take up to 5 working days before we change your payment status.


Account information:

If you use the web site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner.


Please ensure that the details you provide us with are correct and complete and inform us immediately of any changes to the information that you provided when registering. You can access and update much of the information you provided us with in the Your Account area of the web site.


TG Services reserves the right to refuse access to the web site, terminate accounts, remove or edit content, or cancel orders at our discretion. If we cancel an order, it will be without charge to you.




The period stated within which we will dispatch your order is approximate. Goods will be sent to the address given by you in your order and stated in the Order Confirmation. If your order is delayed for any reason you will be duly informed. If the order can not be resolved within 30 days from your order date we would then ask for further confirmation that you would like the order to continue. Many of the goods we sell are special order items, delivery estimates will be given once your order has been taken and we have then checked availability with our suppliers. Please note that your goods may be sent to you in installments. You may cancel your entire order with us if subsequent installments forming part of your order are not delivered by us.


Once you receive the Despatch Confirmation email please allow a further 3-5 working days for your order to arrive. We will advice you on the courier used to deliver your items and the estimated delivery time within the confirmation email. If you have not received your order within 10 working days from the date of your Despatch Confirmation email, please contact us immediately.


A delivery charge will be added to your order, if applicable, as indicated in your shopping cart, order form or the web site. If you are a new customer all deliveries must be sent to your registered address (that is your debit or credit card address). If you are a recurrent customer you may opt for the items to be sent to you work address. Whilst we always try to accommodate all delivery address's we reserve the right to refuse delivery to your work address at our discretion.


All deliveries will need to be signed for as proof of delivery, we accept no liability whatsoever for any delivery errors occurring as a result of circumstances beyond our control including but not limited to the activities of the courier used to deliver the products. Before you sign for the delivery please make sure that the packaging has not been opened, if this is the case check the contents in front of the courier before taking delivery. Furthermore it is the customer's responsibility to check the packaging for damage before accepting the delivery.


We only deliver to addresses within England, we may consider delivery outside of England at our discretion and at an additional cost. Your order will not be accepted for delivery addresses outside of England unless confirmed by us beforehand.


Returns and refunds:

Canceling an order before delivery:

You may cancel your order by accessing your order history and clicking 'cancel order' next to the order in question. This option is only available when your order status is at the 'order taken' stage. For orders with a status of 'processing' you must contact us on 02380 000701 or through email confirming us of your intent to cancel. For orders that are shown as 'Sent' you must wait for delivery of these items then follow the procedures set out below.


Canceling an order after delivery:

Under the United Kingdom's Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel the contract for the purchase of most items within seven working days of delivery.


To cancel this contract / order, please email us at orders@hotandcool.co.uk with your intentions within 7 working days of delivery. Following notification of cancellation, the product should be returned to us in its original packaging and in an unused and re-saleable condition. The cost of returning the goods will be the customer’s responsibility. Please quote your order number and full name in all references. Please package the relevant item securely and send it to us at the following address.


The return address is:

TG Services

1 Wintershill Farm Business Park,

Winchester Road

Fair Oak


SO32 2AH

02380 000701


For your protection, we recommend that you use a recorded-delivery service. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error or the item is faulty. If we do not receive the item back from you within a reasonable time, we may arrange for collection of the item from your residence at your cost. As soon as we receive notice of your cancellation of this order, and received the said items we will refund (within 30 days from the cancellation notification) for the purchase price for that item less, if relevant, any part of the costs of returning the items to us not paid by you or the cost of collection incurred by us.


Please note the above does not apply to the special order items made specifically for the customer.


Faulty or incorrect deliveries:

In cases where the rejection or cancellation is due to a defect or discrepancy in the order, this must be notified to us as soon as possible. If there is a discrepancy with your order (i.e. incorrect item delivered) we will exchange the product at cost to us or you may cancel your order, in which case you will not be liable for delivery costs. If your product is faulty on delivery you will not be responsible for the return delivery charge if, following our assessment of the product upon its return to us, we agree that it is faulty. If your product develops a fault after delivery and within 30 days of delivery please refer to the 'Product becomes faulty' guidelines below.

All breakages in transit, incorrect goods received, shortages should be notified to TG Services on 02380 000701 or by e-mail to orders@hotandcool.co.uk within 48 hours of receipt of the product by the customer.


Product becomes faulty within 30 days:

Please contact us immediately with the details of your product, your order number and details of the fault. In some cases TG Services may refer you to the manufacturer directly as they offer a direct and more efficient replacement or repair service. In all other instances we will issue you with a Return Merchandise Authorisation number (RMA). Please supply your RMA number, order number and your name in all correspondence and send the item securely to:


The return address is:

RMA: (Include your RMA number here)

TG Services

1 Wintershill Farm Business Park,

Winchester Road

Fair Oak


SO32 2AH

02380 000701


If following our assessment of the product upon its return to us, we agree that it is faulty and the fault has developed not due to abuse, accidental damage, poor installation or misuse of the product you will be informed if you will receive a refund or exchange within 7 working days (from our receipt of the item). You will then receive an exchange within 14 days (unless otherwise stated) or we will issue a refund within 30 days.



All Web site design, text, graphics, the selection and arrangement thereof underlying source code, javascript and all other material on this Web site are copyright of TG Services. ALL RIGHTS RESERVED. Any use of materials on this Web site--including reproduction for purposes other than those noted above, modification, distribution, or re-publication without the prior written permission of TG Services is strictly prohibited.



We reserve the right to withdraw any products from this web site at anytime and/or remove or edit any materials or content on this web site. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any product from this web site whether or not that product has been sold; removing or editing any materials or content on the web site; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.


We shall have no liability to you for any delay in the delivery of products ordered or any other matters to the extent that the delay is due to any event outside our reasonable control, including but not limited to acts of God, war, flood, fire, labour disputes, strikes, lock-outs, riots, civil commotion, malicious damage, explosion, governmental actions and any other similar events.


We shall have no liability (including liability for negligence) for the acts or omissions of telecommunications service providers or for failures of, or faults in their networks and equipment.


The products sold on this site are provided for private domestic and consumer use only. Accordingly, TG Services do not accept liability for any indirect loss, consequential loss, loss of data, loss of income or profit, loss of damage to property and/or loss from claims of third parties arising out of the use of this site or for any products or services purchased from TG Services.


All products are covered by a twelve month manufacturer's warranty. If your product develops a fault while under warranty, please contact TG Services and we will advise you where to send it for repair. If your product develops a fault after 30 days from delivery we will always advice you to contact the manufacturer direct for repairs and/or exchange.


No waiver by us of any breach of these Terms shall be considered as a waiver of any subsequent breach of the same or any other provision.





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