FAQ
Questions people ask before their first hire.
If yours isn't here, email hello@thermalyst.com and we'll add it.
If yours isn't here, email hello@thermalyst.com and we'll add it.
You book online, pick your tier, and we dispatch a modern self-contained thermal camera to your door — currently the Topdon TC004 Mini or a comparable model, depending on availability. It arrives fully charged, packed in a padded case that doubles as the return packaging. A printed quick-start guide is in the box, and every tier includes a prepaid return label so you don't need to arrange anything on your end.
Your 3-day hire window begins the day the camera is delivered. When you're done, repack it in the same case and drop it at any parcel shop — your hire ends the moment it's scanned in. If you booked the Full Report tier, upload your best photos through the link in your confirmation email and we'll send back an annotated PDF within a couple of working days.
Book a cameraDelivery
Delivery typically takes up to 7 working days from when you book. We'll confirm your expected delivery date by email once your order is placed.
Yes, though delivery may take an extra day and we'll confirm the exact timing when you book. Get in touch if you're unsure about your postcode.
Because the camera is insured, it needs a signature on delivery — the courier will leave a card with instructions to rearrange or collect nearby if you're not in.
Returns
A prepaid return label is included in the box when the camera arrives. Once you're done, repack the camera in the same case, stick the label on, and drop it at any parcel shop. Get a receipt — it's your proof of return.
Your 3-day hire window starts on the day the camera is delivered to you and ends when it's scanned in at the parcel shop on return. So if it arrives on a Monday, you need it back at the shop by end of day Wednesday.
You can extend at £10/day — just email us before your window closes. Returns scanned in after the window without an agreed extension are charged from the deposit hold.
Deposit & damage
We place a £75 pre-authorisation hold on your card at booking — this isn't a charge, and it's released automatically once the camera is back with us and checked over.
Both legs of delivery are insured against loss or damage in transit. Accidental damage while it's in your care is covered up to the deposit amount — beyond that, we'll always talk it through with you before charging anything extra.
Using the camera
We currently send the Topdon TC004 Mini (or a comparable modern model — exact unit may vary by availability). It's a self-contained handheld thermal camera with a built-in display, so there's nothing to pair with a phone or laptop. It arrives fully charged, packed in a padded carry case that doubles as the return packaging. A printed quick-start guide is included, and Standard and Full Report tiers also come with a prepaid return label already in the box.
No. The camera is point-and-shoot, and the printed guide walks you through the usual places heat escapes — loft hatches, bay windows, letterboxes, external wall corners — so you know where to start.
You'll get the clearest results with the biggest gap between indoor and outdoor temperature — ideally a cold evening with your heating on for a few hours beforehand. We'll always suggest a good window based on the forecast for your delivery date.
No — this is a DIY diagnostic tool, useful for spotting obvious problem areas yourself. It isn't a substitute for an EPC assessment or a qualified surveyor, and we'll say so plainly if your Full Report throws up anything that looks like it needs a proper inspection.
Upload your best 10–15 photos through the link in your confirmation email. We'll send back a one-page PDF identifying what's likely causing each cold spot and roughly how much it typically costs to fix, ranked from cheapest/easiest first.
Booking & cancellations
Free cancellation or rescheduling up to 48 hours before your delivery date. Inside that window, we'll usually already have dispatched or be about to — email us and we'll do what we can.
Yes, any time before your camera is dispatched — just reply to your confirmation email.