FAQ

PDF download of all FAQs

QUESTIONS ABOUT ORDERING AND THE CONFIGURATOR

Measure correctly, choose tastefully and consider the extras carefully. Once made to measure, nothing can be changed, and it is not possible to order all the amenities later. Some extras would be too expensive by the way of available delivery, and others can only be realised by calling. Therefore, it is better to take one extra more than too few. It is worthwhile to equip the pergola well. The heating and the lighting are modern features, as are the motorised side zip-blinds, which are automatically controlled by remote control.

Always measure external dimensions. We recommend you take the measurements, record everything, and measure again. Incorrect sizes cannot be changed later. The configurator works in cm-steps. If you do not have full centimetres of space left in narrow places, you must round off. Also, make sure that the pergola, the lamella roof or the terrace roof is aligned horizontally and correctly. The internal rain drainage system is already integrated with a small gradient. Width, length and height are always external dimensions in the configurator.

You can freely configure online pergolas and slat roofs of widths between 1 m to 13.5 m, lengths 1 m to 13.5 m, and heights of 2 m to 3.6 m in centimetre steps. From 4.5 m, a new field is automatically created and an additional upright is added. The configurator calculates it automatically. You can’t go wrong here. Our technical team checks every project for errors before production and reports back if necessary. Everything possible in the configurator can also be produced.
Furthermore, you can also send us individual inquiries at any time. We also produce special sizes and shapes and can also send you customised offers or help with the configuration. Every project goes through technical control before production and is thoroughly checked by qualified personnel. If you have any questions or errors in the design, our support team will also contact you.

Yes. You don’t have to choose this separately. The slats tilt and rotate but cannot be moved sideways, so we have decided not to offer the lateral movement for quality reasons. Our fixed position significantly increases the stability, durability and snow load.

Yes, you can choose any variants, but no changes are possible after the 14-day cancellation period. You are also responsible for making sure that you like the pergola and that it complements your decor. Unfortunately, we cannot consider complaints regarding your colour and extra selections. Think about the design. We have made it possible for you to create realistic smoke photo representations in the configurator.

The minimum size is 1 m (width/length) maximum 13.5 m – selectable in centimetre steps. The height can vary between 2 m and 3.6 m. All dimensions are external dimensions. Therefore, if you want to have a room height of 2 m on the inside, make sure that you select a total height of at least 2.2 m.

Changes are possible on special request. However, we recommend that you use the configurator’s suggestions concerning statics.

Pay close attention to what is under the roof. You are responsible for the statics. If one side is not anchored in a stable way or the substructure is not suitable for this, the snow load cannot be guaranteed.

The configurator shows a photorealistic image. However, the colors may vary. We also provide the exact RAL colour codes. You can check these colours in any DIY store using a colour palette and, if necessary, also inform us about RAL colour requests. Two hundred standard colours are available in the pergola slat roof configurator.

Within the 14-day cancellation period, you can cancel the project and reconfigure it. Small changes can be communicated to us by e-mail. We include in the technical configurator, quality control and pass this on directly to the factory.

Yes – open a customer account and take your time to make your decision.

In the configurator directly, no, but you are welcome to send us your inquiries by e-mail. We are happy to process unique shapes and requirements not covered by our pergola lamella roof configurator individually. The following applies: everything is possible and can be requested. Our producer builds custom-made products worldwide and is one of the leading Alutech manufacturers.

Yes – ask us. We are happy to take care of individual offers, also for trade, gastronomy and hotel businesses.

Yes. Measure precisely and ask us for your project by e-mail at office@my-pergola24.com with a good sketch. We can usually send you a CAD drawing with a price quotation within 72 hours.

You can see the products in show house parks, at trade fairs, at reference customers in your area or at our showroom in Hallein in Salzburg, Austria. But we are also happy to send you reference videos and photos. Please contact us.

Anytime – you can always reach us. Trust and support are our top priority. This is the only way we receive online orders. We set higher standards for our availability and service than some retailers.

Only limited extras. It is best to choose the extras directly when ordering. In some cases, it would be too expensive or is not possible with specific amenities. Therefore, it is better to take one extra more than too few. It is worthwhile to equip the pergola well. The heating and lighting are fashionable extras. The motorised lateral zip-blinds are automatically controlled by remote control.

my-pergola24.com is priced below the market. We offer the biggest selection on the market with the amenities and have even more significant price differences. Our goal is to produce motorised lamella roofs, terrace roofs and pergola aluminum systems in high quantities with small markups, made to measure. This enables us to achieve incomparable price advantages, especially for the additional functions and extras.

QUESTIONS ABOUT PAYMENT, BUYER PROTECTION AND SECURITY

You have a 14-day cancellation period in which you can also inform us about changes to the project. After that, the purchase is binding and goes into production in the factory.

Fourteen days, the custom-made order is in production, and there is an obligation of acceptance,
investment and payment. We cannot take back customised plans. Therefore, the revocation is only valid for 14 days.

Because of the high project prices and because we want to offer the pergolas, lamella roofs and terrace roofs at a reasonable price, only a bank transfer is possible. Unfortunately, we cannot accept credit cards.

Please do not order, and if you should encounter financial difficulties, we will have to take back the pergola if you are paying by installments. Payments already made will not be refunded. If you pay in advance, we will not deliver without charge, and we will only produce the product when the 50% deposit has been received.

No. We need a minimum number of documents to check your creditworthiness to grant you credit. Please understand that we can only approve complete applications.

No. This is a payment by installments, which we grant you directly without any further costs and with a simple check.

There are other documents to be provided, but the shopping cart in the payment process will show you this. Upload everything completely. After confirmation, payment by installments is also possible.

Yes – the rules for companies apply.

There are a lot of sharp and pointed parts when you set up your pergola. Even the wooden box can splinter. It is best not to let children play in the immediate vicinity during the construction period. Not much can happen in later operations. Ensure that no fingers get in between when operating the side blinds or slats and that children do not climb onto the roof. Although the motors have resistances that should prevent crushing, the resistance may be too low for small children’s hands, so there is a crushing danger.

In a typical operation, there should be no serious injuries, but crushing is entirely possible. Therefore, pay attention to your safety.

We deliver EU-wide, our manufacturer delivers worldwide, and several hundred projects have already been implemented. Numerous satisfied customers in more than 70 countries have already successfully installed our manufacturer’s quality product.

Put up the slats before snowfall. There is nothing more to consider. It also makes sense if you have an electrician install a general power-off switch for the circuit.

Keep the slats high. Otherwise, the contact surface is too large.

This varies depending on the size of the pergola and the number of heaters. One heater uses 2.500 watts. One kWh costs about 16-20 ct. One hour of operation per heater costs about 0.5 EUR.

The weather station is one of the overestimated extras. It can cause the roof to close if it is not operated correctly, e.g. in winter with sleet. It is also problematic if you rely on it in windy conditions and do not open the roof. Since we want to offer safe and qualitative systems, we have decided not to offer a weather station. Our designs are built in such a way that maximum operator safety is always guaranteed.

We recommend that you take down the curtains in winter and store them in a dry place. In summer, they can stay in place if you make sure that the area is well ventilated. They are made of high-quality outdoor fabric.

Yes, but we recommend using a protective cover. Rain can still penetrate from the side, and the cold does the rest.

There are no special maintenance or care instructions. Oil the moving parts occasionally for safety. Eliminate scratches or cover them with touch-up paint to avoid consequential damage after assembly. In winter, we advise against operation at low temperatures.

Observe the questions frequently asked here and make sure that the unit is assembled correctly and used safely.

Follow the user manual in detail and watch the videos on our website several times. Then it should work. Print out the user manual. It is possible that certain extras are not explicitly mentioned in the assembly instructions or shown in the videos. If you have any questions, just give us a call. It is relatively self-explanatory.

Anytime via our support service. We will get back to you quickly.

QUESTIONS ABOUT DELIVERY

After the 14-day cancellation period and the payment of the deposit, the pergola will be put into production irrevocably. After about 15-18 weeks, it will be delivered.

Yes. In the customer account or by mail, photos of certain milestones in production are gladly shown. E.g. you will receive pictures as soon as the pergola has been built in its raw aluminum state and it is tested before powder coating. We are even working on videos that we want to make available. Then you will receive photos in the packed condition so you can better estimate the delivery.

Yes, the delivery is free and includes unloading at the address, as far as access is possible. Pay attention to the weight of the pergola on the storage area and protect it from rain.

If the delivery has visible transport damage, take photos and note this on the carrier’s delivery protocol and send us an e-mail.

We try to find a solution quickly. Send us photos, and we will do our best to deliver a replacement. However, since these are pergolas, terrace roofs, lamella roofs made to measure, exchange, or replacement delivery can, unfortunately, take up to 18 weeks. Usually, there are no delivery damages and no essential parts have been missing so far. We can deliver small and standard features faster. Customised pieces take longer. Screws can be bought at any time in the hardware store. These are typically stainless-steel goods.

Yes, in exceptional cases, then we will contact you beforehand.

Yes. We are often in contact, and you will receive a delivery date from the carrier.

No. It is delivered by truck to the delivery address, as far as possible.

You unload by default. If you cannot do this, you must explicitly tell the carrier so that they know that they have to unload it. This can be decisive, depending on which truck they send. Please contact them when you call.

The wooden box and parts can withstand some water. However, protect the goods from moisture and rain and cover them with a tarpaulin if necessary. The electrical components should not get wet or damp before installation.

Yes, but you must order the crane yourself. We do not assume any liability for further transport or the exact placement.

QUESTIONS ABOUT ASSEMBLY

No, but you should have at least one good craftsman in your construction team. It is quite self-explanatory, but specific technical skills are required, especially for electricity, foundations and alignment. Once this has been resolved, however, things move very quickly. You should allow at least two full days for the assembly.

You must prepare a frost and stormproof foundation to scale and make provisions for the power connection (we recommend high fuse protection, preferably a power line with at least 16 amperes) as well as grounding/lightning protection. You will also need at least four skilled assembly assistants with at least two high standing ladders, or preferably, a mobile scaffold for large projects. You will need useful tools (cordless screwdriver, various wrenches, a hammer, a plumb bob, a spirit level, a hammer drill for fixing the foundations, possibly an angle grinder with a metal cutting disc (flex), should small adjustments be necessary, silicone and the corresponding pistol). It is best to set up enough space so that you can distribute the parts evenly. The assembly is not complicated, but you have to read the instructions well and call us if you are stuck. With several hundreds of projects, the setup has always worked very well so far. It is essential to follow our instructions and read them carefully.

Pay attention to your children when setting up and operating the system and use it properly. Attention: there is a danger of crushing with the moving parts and a danger of burns with the heaters. Please always work precisely according to the plan and pay attention to the FAQs and watch the videos before assembly.

my-pergola24.com deals in large scale motorised aluminum pergolas, pavilions, lamella roofs and patio roofs. We have technical teams who check the projects and technically experienced sales staff. However, we do not have craftsmen. Although, through our network of partners, we can recommend companies that you can hire separately. We do not, however, accept any liability for construction work.

Then it is better to call in a professional and hire a tradesperson to do it. Show him the instructions and videos – it is quite self-explanatory and can be solved quickly. The parts are mainly pre-assembled.

Nothing that cannot be corrected. But you must follow the instructions carefully and prepare yourself well. It can be done well.

Get a paint stick with the right RAL colour and cover the scratches.

The pergola space and about the same area, so you can move around and place the parts.

TECHNICAL QUESTIONS ABOUT THE PRODUCT

The products of my-pergola24.com are manufactured with the high-quality aluminum 6005-T5 (alternative names of the alloy: UNS A96005; ISO AlSiMg; Aluminium 6005-T5; AA6005-T5; Al6005-T5) in 3 mm wall thickness. This ensures high quality, strength and durability. All load-bearing parts, including the lamellas, have a 3 mm wall thickness. Pay attention to this when comparing: DIY stores sell cheap pergolas, lamella and terrace roofs, often with a 2 mm thickness. Specialist retailers rely on 3 mm and thus achieve higher stiffness and load-bearing capacities, which are very important, especially in regions where alpine winter conditions are also present. Side panels are built at my-pergola24.com with a 2.2 mm wall thickness. All parts are powder-coated and rust-resistant. Small parts and screws are made of stainless steel (high quality). In the case of snow load reinforcement, the slats are stiffened with galvanised steel.

The motor for the slat movement is made of waterproof stainless steel and drives the slats with 300 N. It is designed for an operating time of at least ten years.

Yes – it is 70% pre-installed according to EU regulations and is CE approved.

Mostly aluminum and stainless steel are used; some components are made of corrosion-protected steel. Here rust can occur in case of damage.

The pergola, or the slatted roof, carries approx. 180 kg snow per m2. This depends on the span of the slats. Every 4.5 m, there is an additional upright on our models to secure the load. If you choose the snow load reinforcement, the slats’ steel stiffening increases the load to 250 kg per m2. This corresponds to about 1 m3 of snow. However, it is still necessary to open the slats in winter before heavy snowfall and not to take any risks. In commercial use, a structural engineer must be consulted in the project planning. We must advise against allowing people to stay under the pergola when it snows. Clear the snow from the roof and do not take any unnecessary risks; it is impossible to estimate the snow’s real weight that falls on a day. The slats must be opened before. In any case, before you set up the roof, find out what is the minimum snow load on roofs in your region/city. There are minimum requirements per community, which are given in Newtons: 1.000 N equals 102 kg. With the pergola from my-pergola24.com, you have a good standard. This also applies for winter regions. Nevertheless, in the case of exceptional snowfall, the pergola must be cleared or preferably opened.

The metal is statically charged and thus attracts colour powder. During a heat process, the powder runs to paint and thus permanently encloses the metal. This is a very weather-resistant process.

Usually, no, but it depends on where you live or the size of the pergola, patio roof or lamella roof you are configuring. Also, the type of foundation or the place where you place it, or the planned height, may require a building permit. It is best to ask your building authorities before ordering and clarify this.

Depending on the extras, approx. 25-30 kg per m2. The configurator will show you the total weight. It may vary slightly with the finished product. However, not significantly. For example, if you have a roof terrace, make sure that it is stormproof and can be securely erected.

Different places require different fastenings. The foundation should be frost-proof and in balance. It should withstand high wind speeds. We will be happy to advise you if you contact us about this.

Do not underestimate the power of wind, water and snow. Therefore, fasten everything well and attach great importance to this. We recommend opening the slats when it is windy so that the wind does not have a large surface area to attack.

A light breeze is no problem. It is even pleasant to use the roller blinds for protection from the sun and light breezes. At heights, wind and during storms, the zip roller blinds can be damaged. Never lower them in the wind.

No – it is a finished kit but has essential parts pre-installed. The rain drainage system or the motors are installed, but the pergola must be assembled and screwed down. The electrics are pre-installed, but the product has to be connected to the electric circuit, so we recommend an electrician. If a rain sheet is missing on a roof connection and does not drip between the wall and the aluminum posts, we recommend using a plumber.

A standard electric circuit with 16-ampere x 230 volt = 3.7 kW is sufficient to operate the slats and max. two side blinds. If you need additional extras like, e.g. if you have configured other amenities such as lighting and heating or other side blinds, we recommend connecting to a power circuit with at least a 16-ampere fuse 6.4kw. Especially, the heating needs a particular current load. With more than two heaters, a 3-phase 11.1kw gasoline line should be used.

Yes, we strongly recommend connection to lightning protection or sufficient grounding.

Yes, the exact alignment is essential for the construction and to ensure that the pergola and the roof closes well.

You mustn’t damage or kink the LED tubes and light installation during construction. If a hose is kinked, it is broken. A subsequent delivery takes a long time because they are made to measure. Also, do not overstrain the LEDs when installing them and only connect them to our system – not to other current test sources.

We sell EU-compliant, splash-proof, high-quality infrared heaters. These get very hot. Do not install them in areas where people could burn themselves and watch out for children. Noteworthy, at the end of a heating process, let them cool down. A cover is not necessary. The heaters are operated via remote control. Make sure that they are only switched on when you want them to be. Otherwise, it uses unnecessary energy and can also be dangerous if they are switched on for days or weeks, if operated continuously and for too long. Keep in mind that the heater needs many current loads and secure it well in a safe circuit that is sufficient for the loads. The heater must be connected to a high voltage circuit if you want to ensure long-term safe operation. Per radiant heater, up to 2,500 watts are combined. If other things are connected to the source, a standard power outlet can soon reach the limit.

We recommend a high voltage current. In principle, however, a standard 230 V electrical circuit is sufficient. The more extras, particularly heating, it must be high voltage with at least 6.4kW power.

Yes, we recommend it.

Load-bearing parts (uprights, slats etc.) 3 mm – side parts non-load-bearing 2.2 mm.

Yes, that is possible. There are many in use as carports and they are an excellent alternative to conventional carports. However, you should consider the snow load in certain regions.

Special formats can be requested at any time: 3-6-angular – as U or also other unique shapes are possible. Always send us precise sketches.

Yes – we expressly recommend it.

The electrics have a CE seal of approval, but there is no test report. This can only be done after installation by your electrician.

You would have to apply for one yourself at the test centre after installation since proper installation is crucial here. In the commercial sector, TÜV certification is mandatory, and we recommend that you obtain it before it is put into operation for guests.

The pergola is rainproof. Only heavy rain and lateral rain can cause wetness. If you choose a roof connection, you should have the plumber install a rain sheet between the wall/pergola/terrace roof to overlap, then no water runs down the wall.

No. You usually need one tube of silicone, suitable for outdoor use, to seal the rainwater channel after screwing it on. Think also about the pistol, which is also needed for this.

Yes. If anything is missing, please contact us or get a replacement at the hardware store if you need it quickly.

QUESTIONS ABOUT WARRANTY AND GUARANTEE

Please contact our support hotline or write to us at support@my-pergola24.com. We make every effort to ensure high customer satisfaction. You will see that we take your concerns very seriously and work in a solution-oriented manner. However, we do not assume any liability for damages caused by improper installation. We offer the pergola terrace roof lamella roof systems exclusively with self-assembly.

We generally give a 24-month warranty and security, provided that the assembly has been carried out correctly. However, we know from experience that parts such as stainless steel, aluminum and motors have more extended durability if appropriately used. Specific projects of our manufacturer have been standing for more than ten years and still work correctly. The engines are also waterproof and built to last.
There should therefore be no problems within the 24-month warranty period. If there are, please write to us immediately. We will do our best to react.

We answer immediately. However, the duration of the solution depends on the problem. We can assure you that we are immensely customer-friendly and solution-oriented.

Comparable pergolas, lamella roofs, terrace roofs and motorised Alutech project buildings cost 1.250 EUR per m2 incl. VAT. excl. construction. my-pergola24. com is cheaper due to the high quantity and lean company structure and the online distribution channel and offers equivalent products from 750-900 EUR per m2. incl. VAT. excl. construction depending on size. We have lower surcharges and a self-explanatory presentation due to the online configurator.

For scratches, we recommend getting a touch-up paint stick in the appropriate RAL colour. For extensive damages, we recommend contacting us to discuss the most suitable and cost-effective solution with you. We are happy to help, but we cannot accept any guarantees or liability for the damage caused by third parties’ improper installation or injury.

Yes. We have very high business liability and legal expenses insurance. We have never used it before due to good planning and quality and good support. Still, we are convinced that this is an investment in our credibility and an important sales argument to ensure satisfied customers. We live on recommendations.

GENERAL QUESTIONS AND QUESTIONS FROM DEALERS

Yes. We also work together with show house parks, trade fairs and dealers. Are you, e.g. a winter garden or window fitter, locksmith or roofer, etc.? Then you can contact us and sign a distribution agreement with us. You will receive a commission and create your dealer store on our website and manage your customers and plans in this area.

Yes. We have certified partner companies, and it is also possible that you have already seen my-pergola24.com products with other logos. We are retailers and wholesalers and also deliver directly ex works to well-known partners. At my-pergola24.com, you can find the systems but only here in the webshop.

We do not accept any liability for the setup, but we will be happy to establish contacts. If you would like to offer our system to our customers at your own expense and liability, please contact us. We will include you in our contact database if you can prove that you are qualified for this.

Because we use tight organisation, calculation, a large quantity, and the online distribution channel to pass on price advantages.

We work together with one of the world’s leading Alutech specialists for motorised electric pergolas, patio roofs and aluminum slat roofs. We produce each project only made to measure and are very specialised in this field. my-pergola24.com is the trading platform of 2Mountain-Development GmbH, based in Hallein, Salzburg, Austria. At this address, you can also come and see pergolas in person and arrange a consultation appointment.

In Hallein, Salzburg, Austria for corporate customers and at the consumer’s place of business, depending on the country regulation of consumer protection.

You have 24-hour planning possibilities and immediate price information, and you can make several configurations until you have decided. We also offer extensive support and a lot of information online about motorised aluminum slat roofs, pergolas, patio roofs and carports. Unbeatable is our price and product quality, as well as the 0% installment payment with 36 months of free credit.

2Mountain-Development GmbH, located in the industrial park Neualmerstraße 37, 5400 Hallein, Province of Salzburg in Austria.

my-pergola24.com – 2Mountain-Development GmbH