Reservation policy

Last updated: 10 July 2026

Pre-launch document. This policy is written in good faith for Coolhaven's demand-validation phase and will be reviewed by a qualified UK solicitor before commercial launch. If anything here is unclear, email [email protected] and we'll answer plainly.

The one-paragraph version

You pay a fully refundable £10. It holds your place in the priority queue for your postcode and service. It is credited toward your purchase if you buy, refunded if you don't. It is not a purchase and does not guarantee a product, price, delivery date or installation. That's the whole deal.

What "priority" concretely means

  • When we confirm stock and coverage for an area, priority reservations are contacted before free interest registrations and before any general release.
  • Within priority, earlier reservations are contacted earlier (first reserved, first served).
  • Urgent requests flagged for health-vulnerable households are triaged ahead of the standard queue — fairness for people at genuine risk outranks strict ordering.

What your £10 can become

  1. Credit: deducted in full from your first Coolhaven order (unit, installation deposit or first rental invoice).
  2. Refund: returned to your original payment method at your request, any time, no reason required. See the Refunds policy for timing.

There is no third destination. The £10 is never converted into a "fee".

What we commit to

  • Honest, current status for your area in your account — no invented availability.
  • Final pricing and specifications in writing before you're asked to commit to anything.
  • No additional charge without a new, explicit checkout by you.
  • If we decide not to launch in your area, we'll tell you and prompt the refund rather than sit on your money.

Reservation limits & expiry

  • One active priority reservation per service category per customer — a second attempt at the same category is declined at payment.
  • Reservations don't expire during the validation phase. If that changes, affected customers get 60 days' written notice and the standing refund option.
  • We may cap priority reservations per area to keep the queue honest relative to plausible stock; caps are real numbers, not marketing devices.

When we might cancel a reservation

Fraudulent payment, abusive conduct toward staff or partners, or clear misuse of the system. Cancelled-by-us reservations are refunded in full automatically.