Questions people actually ask

Because most of what matters happens after you book. Watching the technician approach, seeing the estimate with photos before you agree to it, approving it, paying, and keeping the receipt — that’s a live, two-way thing, and it works badly over email and phone tag. We’d rather ask for one download than send you seven text messages.

You need an account to request service, because a technician has to be able to reach you and we have to know the request is real. You do not need to enter a card to create one, and the diagnostic fee is on the pricing page before you sign up for anything. The repair price can’t be quoted until someone has seen the fault — that’s true of every honest HVAC company, not just ours.

In the neighbourhoods we cover, most requests are accepted within about twenty minutes and a technician is usually on site the same day. Overnight and holiday requests take longer to get picked up, which is why the fee steps up until someone accepts. You see the accepted time before you commit, so you are never waiting on an unanswered request.

The job goes out again with a wider radius and a higher diagnostic fee, in steps, until it’s taken — but never above the ceiling you set when you made the request. If it still isn’t accepted, we tell you rather than leaving it open, and you are not charged anything.

You can request the same company, and if they’re available the job goes to them first before it’s broadcast. We can’t guarantee a specific individual — they work for that company, not for us, and their schedule is the company’s to set.

No. Our commission comes out of what the HVAC company earns, not out of your bill, and companies on the platform agree not to charge a different price for coming through us. If you ever see a “platform fee” or “booking surcharge” on an estimate, that’s a violation — send it to us.

Your card is authorised — checked and held, not charged — when a company accepts the job. It is charged once the work is finished and you have signed it off in the app. If you decline the repair after the diagnosis, the only charge is the diagnostic fee.

You pay the diagnostic fee and nothing else. The technician leaves, no work is done, and the diagnosis stays on your account — so if you get a second opinion or come back to us later, you are not paying twice to find the same fault.

Not without you approving it. If the technician opens something up and finds a second fault, that goes back to you as a new line for approval before any of it is done. An invoice that doesn’t match the estimate you approved is something we will hold while we look at it.

Someone else, and we are direct about that. NovaAir does not employ technicians and does not perform the work. The person who arrives works for an independent, licensed HVAC company that accepted your job. What we do is verify that company, route the work, hold the payment and keep the record.

The company needs a current state contractor licence for your jurisdiction, general liability insurance of at least $1,000,000 on file, and a registered business entity. Every technician who enters a home carries an EPA 608 certification, which is federal law for handling refrigerant, and a background check re-run annually. All of it is held with expiry dates — if something lapses, jobs stop routing to them that day.

Yes. Once a company accepts you get the technician’s name and photo, the company name, their rating, and a live map with a real ETA. If any of that makes you uncomfortable, you can cancel before they set off at no cost.

[PENDING LEGAL REVIEW — decision D4] The answer here has to state precisely who carries liability, what our role is in a claim, and what the company’s insurance covers. It must be written by counsel, not by us. Do not ship this page with placeholder text in this slot.

Work is warranted by the company that did it for 12 months. Report it in the app and the return visit carries no diagnostic fee. If the same company can’t or won’t put it right, raise it with us and we will step in.

Raise it in the app and we hold the charge while we look. Your invoice has to match the estimate you approved, line for line — that is a condition of being on the platform, not a courtesy.

Tell us and we re-broadcast the job immediately rather than making you start again. You are not charged for a visit that didn’t happen. Repeated no-shows are reviewed and can end a company’s relationship with the platform.

20% on labour and fees, 5% on parts, and nothing on sales tax or on your own customers. There is no signup fee, no monthly fee, and no charge for a job you passed on. Card processing comes out of our commission, not yours. The full arithmetic on a real job is on the pricing page.

About fifteen minutes to complete if you have your licence and certificate of insurance to hand. We verify both against the issuing bodies, which takes around three business days. You hear from us either way, and if something is missing we say exactly what.

Yes, and we take nothing on those. Dispatch, technician tracking, invoicing and payments work the same for a job from your own book as for one we sent you — the commission only applies to jobs the platform routed to you.

No. Passing costs you nothing and does not affect what you are offered next. There is no acceptance-rate score and no ranking — every qualified company sees a job at the same moment, and the first to accept takes it.