Guarantee Conditions Heat Pump Installation

Guarantee Conditions WOLTANIC – Installation for Heat Pump

Woltanic GmbH grants a guarantee for the heat pump installation carried out at the customer's premises for a period of 2 years from the date of creating the acceptance protocol for the installation, which determines the start of the guarantee period.
The scope of the guarantee and liability result from this document in conjunction with the signed acceptance protocol.
Woltanic GmbH grants the guarantee exclusively for materials and components delivered by Woltanic GmbH and installed at the customer's premises. Woltanic assumes no responsibility for existing installations of the customer, does not intervene in them and is not liable for defects, malfunctions or damages resulting therefrom.

Registrations within the scope of the granted guarantee are accepted exclusively in written form:

Customer data (name / company name, installation address, telephone number, e-mail address, customer number or order number),
a detailed description of the defect or irregularity,
Photo documentation or video recordings depicting the defect. Notifications transmitted orally, by telephone, via SMS, via internet messenger or in any other way will not be processed.

Woltanic undertakes to react to a properly submitted notification within 3 working days of receipt (excluding statutory holidays and non-working days).
The deadline for rectifying a determined and confirmed defect is up to 30 calendar days from the date of confirmation of the notification.
In the event of necessary purchase or delivery time for spare parts, this deadline may be extended by the necessary procurement time. The customer will be informed of this in writing.

The customer is not entitled to intervene in the installation independently or to commission third parties with repair work without the written consent of Woltanic.
In the event of such interventions, the guarantee of Woltanic GmbH expires, and all costs for repairs, maintenance or damages resulting therefrom cannot be claimed against Woltanic.

The customer is obliged to comply with the guarantee conditions of the respective manufacturers of the individual installation components (e.g. heat pump, buffer storage tank, hot water storage tank, controls, etc.).
In particular, the customer undertakes to:

If the reported defect concerns a component covered by the manufacturer's guarantee, Woltanic may forward the report to the manufacturer. In this case, Woltanic assumes no responsibility for:

the reaction time and procedure of the manufacturer,
the time and type of defect rectification,
communication between the customer and the manufacturer during the further course of the complaint.

The guarantee does not extend to defects, damages or works caused by or relating to:

improper operation, incorrect use, independent modifications to the system or lack of maintenance,
interventions by unauthorized persons or other companies without the written consent of Woltanic GmbH,
works and activities not included in the scope of services of Woltanic GmbH, in particular:

venting radiators or heating circuits,
refilling or adjusting the system pressure,
hydraulic balancing or temperature adjustment,
opening or closing valves, readjusting thermostats,
commissioning the system before the heating period,
cleaning, replacing or maintaining filters, sieves and vents,
rework or sealing on masonry or wall breakthroughs (e.g. foam, bitumen, annular space seal),
any construction or insulation work not carried out by Woltanic and where Woltanic was not commissioned,
cleaning and maintenance of the sludge or magnetite separator, if necessary rinsing the heating system again,
chemical or mechanical cleaning of the heating installation in the event of contamination or deposits,
removal of sludge, magnetite or other residues from the heating system,
inspection and, if necessary, replacement of wearing parts in connection with system cleaning.

external influences (e.g. overvoltage, power failure, frost, flooding, fire, storm, hail, vandalism),
defective or contaminated water quality, limescale deposits, corrosion or lack of system flushing,
use of non-original spare parts, inadmissible substances or unsuitable operating materials,
defects or damages to the existing customer system that are not part of the Woltanic installation,
normal wear and tear of wearing parts (e.g. seals, filters, anodes, vents, valves),
costs for private emergency services or third parties commissioned without approval from Woltanic GmbH,
costs for diagnosis and travel if no technical defect is found ("troubleshooting without findings").

A service registration within the scope of the guarantee as well as its processing do not constitute recognition of a guarantee claim. The final decision on the eligibility of the claim is made after technical analysis and/or the visit of a service technician from Woltanic GmbH.
Woltanic reserves the right to refuse repair or replacement if the installation has been modified, damaged or used improperly.
If it is determined that the deployment of the Woltanic service team was not justified – in particular if the reported defect does not exist, is due to improper operation of the installation or the customer has withheld essential information – the customer will be charged with all costs for travel, diagnosis and working time of the service team and is obliged to settle the incurred costs vis-à-vis Woltanic GmbH on the basis of the issued invoice.
A prerequisite for processing a service registration within the scope of the Woltanic guarantee is full payment (100%) of the contractually agreed order sum. Guarantee or service requests from customers with outstanding payments will not be processed until all financial obligations have been fully met.
These conditions do not limit or exclude the customer's rights under statutory warranty or other mandatory statutory provisions.
In matters not regulated in this document, the provisions of the German Civil Code (BGB) as well as other relevant provisions of German or European law apply.

Last updated: December 17, 2025