1. Agreement to these terms

These terms apply when you use the Millbrook website or book any heating, cooling, or plumbing service from Millbrook (“we”, “us”). By booking a visit or approving a quote, you agree to them. If you have a separate written agreement with us, such as a Care Plan or an installation contract, that agreement takes priority where the two differ.

2. Booking and appointments

You can book online or by phone. We confirm an arrival window, and a technician will arrive within it or contact you if we are delayed. An adult aged 18 or over should be present at the start of the visit. Our emergency line is answered 24/7, and we send help as quickly as demand, weather, and travel allow. We can’t promise a specific response time for every call.

3. Pricing and quotes

Prices marked “From” on our website are starting prices. Your technician diagnoses the problem first, then gives you a written price for the full job, and work begins only after you approve it. Any call-out or diagnostic fee is shown when you book and is never added later. If we find extra work is needed once a job is underway, we pause and ask for your approval before continuing.

4. Payment and financing

Payment is due when the work is complete, unless we agree otherwise in writing. We accept major cards, bank transfer, and checks. Financing is provided by third-party lenders, subject to credit approval, and the lender’s terms apply to the financed amount. We are not the lender. Unpaid balances may carry fees as shown on your invoice.

5. Cancellations and rescheduling

You can cancel or reschedule free of charge up to 24 hours before your arrival window. Changes made inside that window, or visits where no one is available to let us in, may incur a missed-appointment fee shown at booking. Once special-order equipment has been ordered for you, its cost may be non-refundable. Nothing here limits any cancellation rights you have under Texas or federal law.

6. Access and property conditions

Please give our technicians safe, clear access to the work area, secure pets, and tell us about any known hazards, such as standing water or suspected asbestos or mold. We may postpone or decline work that is unsafe or would not meet code. We take care to protect your floors and belongings, and we ask that you move valuables out of the work area.

7. Guarantee and warranties

Repairs and installations come with a written guarantee. If the same problem returns within the period stated on your quote and invoice, we return and fix it at no charge. The guarantee excludes damage from misuse, work by other contractors, normal wear, and events such as flooding or power surges. Equipment manufacturers’ warranties are separate, and we help you register them.

8. Care Plan membership

The Care Plan is optional, and you never need it to book a job. It covers the benefits listed at sign-up, currently two heating and cooling tune-ups a year, a yearly plumbing check, priority emergency service, no check-up fee, and 10% off repairs. The discount applies to repairs, not to equipment replacement or new installs. Priority service depends on availability. The plan renews each year, and you can cancel at any time. Cancel within 30 days of joining without using a visit, and we refund the fee.

9. Liability and website use

We are licensed and insured. To the extent the law allows, our liability for any claim is limited to the amount you paid for the service involved, and we are not liable for indirect or consequential losses. Nothing in these terms limits liability we cannot lawfully limit. The website is for general information. Its content belongs to Millbrook, and you may not copy it or misuse the site. Our Privacy Policy explains how we handle your information.

10. Changes, governing law, and contact

We may update these terms, and the version in effect when you book applies to that booking. Texas law governs them, and any dispute will be heard in the courts of Harris County, Texas. Questions can go to hello@millbrook.com, (713) 555-0142, or Millbrook, 4100 Westheimer Road, Suite 210, Houston, TX 77027.