Terms of service

1. Scope of the Website and Terms

This website is operated by OPOExpert Air Conditioning. By using this website, you acknowledge the following terms of use. This website provides service and pricing information, articles and contact channels; there is no real-time online payment or automatic booking confirmation function on the website.

The actual service content, date, charges, and other special arrangements are subject to the information confirmed by both parties in the quote or booking. If any service has separately confirmed conditions, those conditions apply to the relevant service.

2. Service Enquiries and Quotations

You can enquire via WhatsApp, phone or email. Please provide the correct model, quantity, location, and fault or cleaning needs as far as possible so we can understand the situation. The service coverage and service descriptions listed on the website should be read together with the individual quotation; if the on-site situation differs from the information provided, the service scope, feasibility or required fees may vary.

Any extra work, fees or arrangements should be confirmed by both parties before the work begins. An enquiry or initial quotation does not mean the booking has been confirmed.

Installation and repair quotations are valid for 30 days. After expiry, please reconfirm the price and work arrangement first. If the scope changes or other faults are found, we will explain and update the quotation first, and only carry out additional work after the customer's agreement.

3. Payment, Deposit, Rescheduling, Cancellation and Refunds

The service date, time and location will be confirmed during the booking process. The payment and booking arrangements below follow the same rules as the FAQ and related service pages.

Payment and deposit

• Bank transfer, FPS, cash, PayMe, and Alipay are accepted.
• A deposit of HK$500 is required for cleaning and repair bookings.
• An installation booking generally requires a deposit of 50% of the project fee.
• The deposit will be deducted from the total fee, and the balance will be paid upon completion of the service or work. The deposit will not be added on top of the total price.

Reschedule

• For cleaning, repair, and installation, you may reschedule free of charge if you notify us at least 24 hours before the appointment.
• If notice is less than 24 hours, or if the appointment is rescheduled after the technician has arrived: cleaning and repair rescheduling fee of HK$300 will be charged.
• If notice is less than 24 hours, or if the appointment is rescheduled after the technician has arrived: installation rescheduling fee is charged at 10% of the total order amount or HK$2,000, whichever is higher.
• Please contact customer service via WhatsApp to reconfirm the service date and time.
• The rescheduling fee, cancellation fee, and attendance fee are separate arrangements. If rescheduling is requested after arrival, it will be handled under the above rescheduling fee and will not be added to the HK$500 attendance fee.

Cancel and refund before the technician arrives

• If the booking is cancelled directly before the technician arrives, a HK$300 cancellation fee will be charged for all services, regardless of how far in advance notice is given; free rescheduling in advance does not mean free cancellation.
• Cancellation of installation with extra works fee: 20%; that is, HK$300 cancellation fee plus extra works fee: 20%.
• For any AC fee already paid, the handling and refundable amount must be confirmed separately depending on whether the item has already been ordered; full refunds are not guaranteed.
• After cancellation, the applicable cancellation fee will be deducted from the deposit already paid, and the balance will be refunded. For installation, the refundable amount will also be checked separately according to the above work fee and the air conditioner ordering status.
• Refunds can be made by bank transfer, FPS, cash, PayMe or Alipay. Customer service will confirm the actual refund method and amount.
• For example, if a cleaning deposit of HK$500 has been paid and the appointment is cancelled before the technician arrives, HK$300 cancellation fee will be deducted and HK$200 will be refunded.

4. On-site Visits and Safety

Please ensure the service location can be accessed reasonably, and inform us of any known machine faults, water leakage, electrical issues, or other conditions that may affect work safety. Whether a specific task can be carried out still depends on the equipment and site environment. Website articles are for general reference only; tasks involving electricity, working at height, dismantling units, or other safety risks should be handled by suitable personnel.

Suitable for AC cleaning, appliance cleaning, fabric and household cleaning, and repair inspections. This HK$500 rule does not apply to installation. If the technician has already arrived, and the customer cancels cleaning, does not accept the cleaning or repair quotation, or safe work cannot be carried out on site, a fixed HK$500 attendance fee will be charged according to the confirmed arrangement. No-show cancellations are handled as a cancellation fee; if you only ask to reschedule after arrival, it will be handled as a rescheduling fee, and HK$300 and HK$500 will not be charged together.

The inspection/attendance fee is the same HK$500 charge, not split into two items; it can be waived from the repair cost after you agree to the repair, and the waiver and amount payable will be checked when confirming the quotation.

5. Warranty and After-sales Claims

The cleaning service includes a 90-day warranty for problems caused by the cleaning service; dripping and leakage cases must first have the cause verified and the applicable terms confirmed at booking, and not all cases qualify for free repair.

Damage during cleaning guaranteed:If damage is confirmed to have been caused by our staff during the air conditioner cleaning process, our company will bear the cost.

Installation includes one year of installation warranty, covering water leakage caused by the mounting bracket, glass sealing and sealant. For split units, it also covers refrigerant leakage caused by poor pipe connection. Warranty for the unit itself is handled by the manufacturer or agent according to their terms. Installation warranty does not mean all faults of the entire unit are repaired free of charge. Our repair services do not include any warranty, including repair parts and workmanship, and do not apply the warranty for cleaning or installation.

If there is a problem after service, please contact customer service via WhatsApp, phone or email and provide the following information so we can verify the service and the cause of the issue.

• Service date, booking name and contact number.
• Service address, and the unit, model or service item with the issue.
• When did the problem occur, what exactly happened, and provide clear photos or short videos.
• If you have a quotation, payment record or service receipt, please provide them as well.

Customer service will first check the records and the cause of the problem, then confirm whether maintenance applies, how it will be followed up, and any possible charges; reporting a problem does not mean all faults will be repaired free of charge. These terms do not limit consumer rights that cannot be excluded under applicable law.

6. Website Content and Third-party Links

We will do our best to keep the website information clear and up to date, but articles, illustrative images and general descriptions cannot replace an inspection of a specific unit or site conditions. The website may link to WhatsApp, YouTube or display Google Maps; third-party websites and services are operated by their respective providers, so please review their terms and privacy policies before use.

The text, design and brand marks on this website, unless otherwise stated, are for viewing and enquiry about our services only; please do not reproduce them commercially or impersonate them without permission.

7. Liability and Disputes

To the extent permitted by applicable law, we make no unreasonable warranty regarding website interruptions not under our control, third-party service failures, or discrepancies in website information caused by incomplete data. Nothing in these terms excludes any liability that cannot be excluded by law. If there is any service-related dispute, please contact us first to explain the situation so we can handle it; these terms are interpreted under the laws applicable in Hong Kong.

8. Policy Updates and Contact

We may update these terms from time to time in line with our services or website arrangements. The updated version will be posted on this page with the date shown. If you have any questions about these terms or our services, please email enquiry@opoexpert.com.hkor call 3188 1889。