Frequently asked questions

Frequently asked questions

  • I forgot my password

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    Create password
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    • Use uppercase and lowercase letters, numbers and special characters.
    • Always use a unique password for each website or account.
    • Avoid passwords that are easy to guess, such as your name or date of birth.
    • Change your password regularly.

  • What is important in ventilation?

    • Use the highest ventilation setting when cooking, showering or receiving visitors.
    • Never turn the ventilation off completely, except in an emergency.
    • Leave a gap of at least 1.5 cm under internal doors to allow for air circulation and ventilation. Take this into account when laying floor coverings.
    • Have the ventilation box or heat exchanger and air ducts cleaned regularly.
    • Keep internal door and/or window vents open and clean.

    Do you like to ventilate your home? Then keep the following points in mind: 

    • Open windows and doors against each other for at least 15 minutes.
    • Is the heating on? Turn it down as low as possible or off completely (if possible) while airing.
    • With any ventilation system, it is not recommended to leave windows open for long periods in winter. The house will cools down unnecessarily and energy will be wasted.

    Tip: also ventilate during or immediately after special activities, such as painting or a party. This is the quickest way to remove humidity, dust and harmful substances such as solvents.

  • Which maintenance service should I choose?

    Maintenance helps maintain a healthy indoor environment, improves air quality, extends the life of the ventilation system, reduces energy bills and can help prevent noise pollution.

    On average, a ventilation system needs to be serviced every 2 years and it is also recommended to have a complete service, including duct cleaning and possible disinfection of the air ducts, every 7-8 years.

    Intovent offers various maintenance services, either in the form of a service subscription or a one-off maintenance service.

    Subscription:

    Intovent offers a maintenance subscription where you can choose to have your ducts cleaned during your first or second maintenance visit. Every 2 years we come to service the ventilation system. Do you have a breakdown/malfunction? With our subscription we do not charge a call-out fee.

    One-off maintenance:

    We offer a range of one-off maintenance services, which can be extended to include duct cleaning, so you can continue to enjoy a healthy indoor environment.

    • Basic: cleaning and inspection;
    • Extended: cleaning, inspection, measuring and calibrating*;
    • All-in: cleaning, inspeciton, measuring and calibration*, duct cleaning.

    *Measuring and calibrating = the supply and return valves are carefully adjusted by the installer. Do not change these settings yourself. Doing so will cause the system to malfunction and may also cause additional noise and draughts.

    Exceptions:

    • New construction: clean the ducts within 1 year due to the amount of dust in the construction environment;
    • Old unit: on average a unit lasts 15 years. Consider replacement in good time;
    • In case of malfunctions and complaints about the ventilation system, we would like to refer you directly to the installer (during the warranty period) or to the troubleshooting form on our website.

  • What should I know about the maintenance subscription?

    Do you have an MV or MVHR maintenance subscription with Intovent? Then we will schedule a maintenance visit. The service/maintenance subscription takes effect after Intovent has carried out an initial service and the unit has been accepted for the service/maintenance subscription. If the unit is accepted, we will immediately carry out the maintenance as part of the subscription. The technician will check whether the device can be serviced on the basis of:

    • Safety of installation and accessibility
    • Technical condition
    • No maintenance arrears

    Intovent comes for a maintenance service every 2 years. Depending on the subscription you choose, the duct cleaning will take place on the 1st or 2nd visit. A subscription offers extra peace of mind and you will also be notified when it is time for your next service. Is your ventilation system not working properly? A malfunction results in reduced or even no ventilation. If you have a subscription with Intovent, there are no call-out charges in the event of a fault. Troubleshooting is not included and we will charge the hourly rate in effect at the time. Materials will be charged at the applicable rate.

    You take out a maintenance subscription for a minimum of 24 months. After that you can cancel it on a monthly basis. Are you moving or do you want to stop the maintenance earlier? Contact us for options. Additional costs may apply.

  • I have ordered a service, when will I be scheduled?

    When you place an order, we will contact you within five working days. Based on your postcode, we will schedule a technician to carry out an expert ventilation service. The duration of the visit will depend on the type of service required.

    Due to busy periods, it may be several weeks before we are able to visit. But it will always be within three months. Intovent tries to schedule maintenance appointments in the most sustainable way possible. This means planning in neighbourhoods allowing technicians drive as few kilometres as possible. That's why it may take somewhat less or more time before it's your turn.

    Do you have an Intovent subscription? Then we will come for a service every 2 years. There may not be exactly 24 months between services, this is due to sustainable scheduling.

  • Product with status delivery time upon request. What does this actually indicate?

    The item you are looking for has the status "Delivery time upon request". But what does that mean?

    It is not always possible for us to provide an exact delivery time. The market is currently experiencing a shortage of materials and this has resulted in longer than usual production and delivery times from our suppliers. This is a common challenge faced by many companies in today's market and it has affected the availability of certain products and parts that we need to fulfil orders. We apologise for any inconvenience this may cause.

    In addition, while most of the products in our range are available from stock, we also offer the possibility of ordering products that are not in our range. For these products we can only give a delivery lead time after request. In such cases you can contact our customer service for more information.

  • What can I do myself to maintain my ventilation system?

    You can easily clean the valves yourself by soaking them in soapy water and brushing them. There is also a foam ring behind the valve. You can replace this over time. 

    Note: It is important to remember which position the valves are in when they are removed. This will determine how much air can flow through the valve. Make sure that the opening of the valve is the same when you replace it. If necessary, you can use a marker to make some marks on the inside (depending on the type of valve).

    Do you have an MVHR unit? Then you can easily change the air filters yourself. On average, it is recommended to change the air filters at least twice a year.

  • When should I have my ventilation system replaced?

    A mechanical ventilation system has a service life of approximately 15 years. We recommend that it is replaced at the end of this period to ensure a properly functioning ventilation system. Want to get the most out of your ventilation system? Then make sure it is serviced on time. Have you noticed that the system is making more noise? Or are you experiencing condensation? Then it is wise to have your ventilation system checked by a professional.

    Find out more in our blog.

  • Is it possible to have a mechanical ventilation system replaced by an MVHR system?

    In a mechanical ventilation system, only polluted air is mechanically extracted. With an MVHR system, air is both exhausted and supplied. Additional air ducts should be provided for this supply. These must be installed in the house. Are you considering replacing a mechanical ventilation system with a heat exchanger? If so, get in touch with one of our experts.

  • Why is it necessary to change the air filters, and how often should this be done?

    Bacteria and mould gradually build up in the filters. This causes a deterioration in the air exchange capacity. In addition, the ventilation system becomes noisier if the filters are not changed regularly.

    On average, it is recommended to change the air filters at least twice a year. If your region or neighbourhood has poor air quality, you may want to change the filters more frequently, for example if you live in an urban area with a lot of traffic. If you suffer from allergies or asthma, you may need to change the filters after only 2 months.

  • Can I vacuum or wash out the filters of my MVHR system myself?

    This is not recommended. The fibres may be damaged or lost, reducing the performance of the MVHR system. However, it may be a temporary solution for dirty filters. If you wish to wash air filters, do not use detergents! Our advice is and remains to replace the filters when they are dirty. This will keep the MVHR system working optimally.

Do you have any questions?