Home Energy Group Ltd — Terms & Conditions of Sale

Version 2.0 | Issue date: 15 January 2026 | Review date: 15 January 2027

These Terms apply to consumer Contracts which expressly identify and incorporate this version. A website update does not retrospectively replace an existing Contract or reduce a guarantee already agreed with a Customer.

Please read these Terms, your Quotation and Installation Agreement before accepting an order. They explain the agreed supply and installation, surveys, design and variations, payment, cancellation, warranties, aftercare and complaints. They cover solar panels, battery storage, heat pumps, associated heating equipment and EV chargers where included in your Contract.

Your statutory rights are not excluded or restricted. HEG will comply with applicable consumer law, including the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the applicable unfair-commercial-practices provisions of the Digital Markets, Competition and Consumers Act 2024. Mandatory legal and relevant consumer-code requirements take priority over any inconsistent Contract provision.

HEG's workmanship warranty is five years. Manufacturer guarantees and insurance-backed protection are separate and will be identified for the selected equipment and installation.

The general Terms are in sections 1–49. Schedules 1–3 contain cancellation information and forms. Schedule 4 applies to heat pumps and associated heating, Schedule 5 to EV charging and Schedule 6 to agreed Boiler Upgrade Scheme and other funding arrangements. These schedules form part of the relevant Contract to the extent applicable.

1. About Home Energy Group

1.1 Company information

Home Energy Group Ltd is registered in England and Wales, company number 12155055.

Registered office: 34 Bracken Bank Crescent, Keighley BD22 7AX, United Kingdom.

Trading address: Unit 4B, Parkway House, Keighley BD21 5LD.

Telephone: 01535 210050. Email: hello@hegrenewables.co.uk. Website: https://heg-renewables.com.

References to Home Energy Group, HEG, we, us or our mean Home Energy Group Ltd.

1.2 Our services

We design, supply, install, commission and support renewable-energy, heating and associated electrical systems, including solar photovoltaic systems, battery energy-storage systems, air-source heat pumps, Harnitek HeatBoost and other heat emitters, electric vehicle charging equipment, inverters, energy controllers, monitoring equipment and associated infrastructure. The particular Products and Services included in your purchase are identified in the Contract. These are consumer terms; a purchase wholly or mainly for business purposes requires an appropriate separate commercial agreement.

1.3 Accreditations and consumer-code membership

We will identify the certification, consumer-code membership and insurance-backed protection applicable to your installation in the pre-contract information. Where your installation falls within our Renewable Energy Consumer Code (RECC) membership, we will comply with the applicable Code. We will comply with the relevant MCS requirements for installations within our MCS certification and with other applicable certification and legal requirements. A scheme's protection applies only within its scope. We will not represent that an EV-only installation or other work has RECC, MCS or insurance protection that does not apply to it. Current details and any relevant membership or certification identifiers are available from us on request and will be supplied where required before contracting.

2. Definitions

2.1 Agreement

Agreement means the complete agreement between Home Energy Group and the Customer, comprising:

• the accepted Quotation;

• the Installation Agreement or order form;

• these Terms & Conditions of Sale;

• the final approved System Design;

• any written Variations;

• any product-specific schedules; and

• any other document expressly stated to form part of the Contract.

2.2 Customer

Customer means the individual or individuals named in the Installation Agreement purchasing wholly or mainly for purposes outside their trade, business, craft or profession. Where more than one Customer contracts with us, each is responsible for the obligations they undertake, including payment. Instructions by a joint Customer will be handled under clause 40.8 without restricting a valid statutory cancellation right.

2.3 Contract

Contract means the legally binding agreement formed in accordance with Section 5.

2.4 Installation Address

Installation Address means the property at which the Products and Services are to be supplied, as stated in the Quotation or Installation Agreement.

2.5 Installation Agreement

Installation Agreement means the project-specific contract or order document issued through our CRM or by another approved method, which records the Customer’s details, the Installation Address, the Products, the price and the Customer’s acceptance.

2.6 Products

Products means the renewable-energy equipment, electrical equipment, materials and associated components specified in the Quotation, Installation Agreement or an agreed Variation.

2.7 Services

Services means the design, survey, supply, delivery, installation, testing, commissioning, certification, registration, administration or aftercare services that Home Energy Group has expressly agreed to provide.

2.8 Quotation

Quotation means our written proposal describing the proposed Products, Services, estimated system performance, price and any project-specific assumptions or exclusions.

2.9 Survey

Survey means any desktop assessment, remote survey, physical site survey, electrical survey, structural assessment or technical inspection carried out in connection with the proposed Installation.

2.10 System Design

System Design means the technical design for the Customer’s installation, including the proposed equipment, layout, positioning, specifications and any associated electrical or structural requirements.

2.11 Variation

Variation means a written change to the Products, Services, System Design, price, specification, installation method or other part of the Agreement that is accepted by both parties.

2.12 Working Day

Working Day means Monday to Friday, excluding bank holidays in England.

2.13 Practical Completion

Practical Completion means the stage at which the agreed installation is substantially complete, the required safety and operational testing and commissioning have been performed, and the system can safely perform the essential functions agreed in the Contract. Minor snagging or cosmetic work does not prevent Practical Completion if it does not materially affect safety, ordinary use or an essential agreed feature. A missing essential heating, hot-water, charging, backup or smart-control function cannot be treated as a minor item where that function was included in the Contract. Documents properly generated shortly after commissioning or independent third-party administrative processing may remain outstanding only as allowed by applicable law, certification and consumer-code requirements. Practical Completion does not discharge any remaining work, handover, certification, registration or statutory obligation.

3. Application of these Terms

3.1 Incorporation into the Agreement

These Terms form part of the Contract where they are properly brought to the Customer's attention before acceptance and incorporated into the Agreement. HEG will supply the required pre-contract information and these Terms in a form appropriate to the method of sale, and provide the required contract confirmation on a durable medium. A durable medium is a form the Customer can retain and reproduce unchanged, such as an email containing the text or an attached document. Merely linking to a changeable webpage is not a substitute for required durable information. For an off-premises contract, information and copies will be supplied on paper unless the Customer agrees to another durable medium where the law permits.

3.2 Opportunity to review

The Customer will be given a reasonable opportunity to read these terms before entering into the Contract.

The Customer should contact Home Energy Group before accepting the Agreement if they do not understand any part of it or require further information.

3.3 Current version

The version of these Terms & Conditions applying to the Contract will be the version identified in the Installation Agreement and supplied to the Customer before the Contract is formed.

A later update to the website Terms & Conditions will not retrospectively replace the version incorporated into an existing Contract unless the Customer and Home Energy Group expressly agree otherwise in writing.

3.4 Order of priority

If Contract documents are inconsistent, their order of priority is: (1) a written Variation accepted by both parties; (2) the project-specific Installation Agreement; (3) the accepted Quotation; (4) the approved System Design; (5) the applicable product-specific schedule; and (6) these general Terms. A specific provision is to be read consistently with the rest of the Contract where possible. No order of priority excludes binding pre-contract information, statutory rights or mandatory consumer-code requirements. No document may reduce the five-year workmanship guarantee stated in section 27 for Contracts incorporating this version. Any additional guarantee benefit expressly agreed with the Customer remains binding.

3.5 Entire agreement

The Agreement records the agreed Products, Services and project arrangements. Important requirements should be recorded in writing to avoid misunderstanding. This does not exclude or restrict a description, representation, information or promise that the law makes binding merely because it is not repeated in a Contract document. Nothing excludes liability for fraud, misrepresentation where it cannot lawfully be excluded, or any other liability that cannot legally be excluded.

4. Quotations

4.1 Quotation period

Unless the Quotation states otherwise, it will remain open for acceptance for 30 calendar days from its date.

After that period, Home Energy Group may:

• extend its validity;

• issue a revised Quotation;

• withdraw it; or

• require updated technical or commercial information before proceeding.

4.2 Status of a Quotation

A Quotation is a proposal based upon the information available when it is prepared.

Unless Home Energy Group expressly states otherwise in writing, a Quotation is not itself confirmation that:

• the property is technically suitable;

• the proposed System Design has received final approval;

• all Products are available;

• supplier pricing has been secured;

• a DNO application will be approved;

• planning or building-regulation consent will be granted;

• a particular installation date is guaranteed; or

• Home Energy Group has completed its final technical and commercial review.

4.3 Information used to prepare the Quotation

The Quotation may be based upon:

• information supplied by the Customer;

• photographs or videos;

• energy bills or usage information;

• mapping and satellite imagery;

• property plans;

• remote assessments;

• preliminary surveys;

• manufacturer information; and

• reasonable assumptions about the property and existing services.

The Customer must tell Home Energy Group promptly if any information supplied is inaccurate or incomplete.

4.4 Included Products and Services

The price covers the Products and Services agreed in the Contract, including any information or description the law makes binding. The Quotation will identify the main scope, essential features, exclusions and any work or facilities the Customer must provide. Unagreed additional work requires the Variation procedure, except reasonable immediate safety action under clause 10.11. An exclusion of an item from the price does not excuse failure to provide the agreed system or comply with a legal duty.

4.5 Performance estimates

Generation, energy use, efficiency, savings, financial returns, payback and export-income forecasts are estimates unless an express guarantee is agreed. Estimates will be prepared with reasonable care and skill, using applicable MCS methodologies where required and clearly disclosed assumptions. Actual results may vary with weather, shading, building heat loss, occupancy, tariffs, system settings, network constraints, equipment characteristics, maintenance and future legal or tax changes. An estimate is not an exclusion of responsibility for misleading information, negligent design or failure to supply the agreed Products or Services. Material performance assumptions and known limitations will be explained before contracting.

4.6 VAT and taxation

The consumer Quotation will show the total payable price, including applicable VAT and all unavoidable charges that can reasonably be calculated in advance. If a charge cannot reasonably be calculated in advance, we will explain its basis and when it may be payable. Optional extras will be identified separately. A legally required tax change may increase or decrease the price only by its direct effect on the supply, subject to section 9 and the Customer's applicable rights. We will not add a mandatory charge at invoice stage that should have been included in the agreed price.

4.7 Obvious errors

Home Energy Group may correct an obvious typographical, mathematical or administrative error in a Quotation before a Contract is formed.

If an error is identified after Contract formation, Home Energy Group will notify the Customer and seek to agree an appropriate correction. We will not rely upon this clause to impose an unreasonable price increase or remove the Customer’s statutory rights.

5. Formation of the Contract

5.1 Customer acceptance

Accepting a Quotation or signing an Installation Agreement is the Customer's offer to proceed, subject to HEG's prompt review and written Order Acceptance under clause 5.3. The Customer may withdraw that offer at any time before it is accepted, without a cancellation penalty. A separately agreed paid survey or other service remains subject to its own lawful terms and cancellation rights.

5.2 Home Energy Group review

Following Customer acceptance, Home Energy Group may complete a final review of matters including:

• the Customer and property information;

• technical suitability;

• System Design;

• Survey findings;

• health and safety;

• product availability;

• current supplier pricing;

• proposed installation resources;

• applicable regulations;

• DNO requirements;

• planning or building-regulation requirements;

• the completeness of the signed documents; and

• the commercial viability of the project.

5.3 When the Contract becomes binding

A binding Contract will be formed when Home Energy Group issues the Customer with written Order Acceptance or another written confirmation expressly stating that the order has been accepted.

An automatically generated acknowledgment confirming that a quotation, signature or form has been received will not by itself constitute Order Acceptance unless it expressly says that the order has been accepted and the Contract has been formed.

5.4 Declining an order before Order Acceptance

Before Order Acceptance, HEG may decline an offer for a genuine, reasonable reason, including technical unsuitability, missing information, unsafe conditions, product unavailability, inability to obtain necessary approvals, installation capacity or a material change to the quoted commercial basis. We will explain the principal reason promptly. The Customer is free to reject a revised proposal or withdraw their offer. Money received will be returned without undue delay and normally within 14 days of withdrawal or rejection, subject to any shorter legal deadline. A deduction for a separately agreed service is permitted only where the Customer is legally liable for it. HEG cannot avoid an already formed Contract merely by labelling its acknowledgment differently or withholding a confirmation after otherwise accepting the order.

5.5 No procurement before Order Acceptance

Unless expressly agreed otherwise, Home Energy Group will not commit to ordering project-specific Products or allocating installation resources until Order Acceptance has been issued and any applicable cancellation requirements have been addressed.

5.6 Contract documents

HEG will supply the Customer with the required confirmation and durable copies of the Installation Agreement, accepted Quotation, these Terms, cancellation information and form, payment schedule, agreed design information and other Contract documents within the legally required timescales. Required pre-contract information must be supplied before the Customer is bound; sending it afterwards does not cure a failure to do so. The Customer will receive an updated durable record of any agreed material Variation.

5.7 Changes after Contract formation

Once the Contract has been formed, Home Energy Group will not unilaterally make a material change to the price, Products, System Design or Services merely because it would prefer different commercial terms.

Any material change following Contract formation must be managed in accordance with the Survey, Design and Variation provisions of these Terms & Conditions and applicable consumer law.

5.8 Customer’s statutory rights

Nothing in this Section limits any statutory cancellation right or other legal remedy available to the Customer.

6. Technical surveys and site assessments

6.1 Purpose of the Survey

The purpose of the Survey is to confirm the technical, practical and safety requirements of the proposed Installation.

The Survey may identify matters that could not reasonably have been confirmed when the initial Quotation was prepared.

These may include:

• the condition, construction, pitch or orientation of the roof;

• structural limitations;

• shading or obstructions;

• available installation space;

• access requirements;

• scaffolding requirements;

• the condition and capacity of the existing electrical installation;

• the consumer unit and protective equipment;

• the electricity meter and incoming supply;

• earthing and bonding arrangements;

• cable routes and containment;

• inverter, battery, heat-pump or EV-charger locations;

• ventilation, drainage or clearance requirements;

• asbestos or other hazardous materials;

• fire-safety considerations;

• planning or building-regulation requirements;

• DNO requirements;

• internet availability where online monitoring is requested; and

• any other matter affecting the safe and compliant delivery of the project.

6.2 Types of Survey

The Survey may use a physical visit, video, photographs, plans, energy records, electrical inspection, structural assessment, heat-loss assessment or specialist review, as appropriate. HEG's choice of method must satisfy the standard of reasonable care and skill and any applicable MCS, consumer-code or legal requirement. Any mandatory technical site survey or other on-site validation will be completed before installation. A remote preliminary assessment is not a substitute for an assessment required for safe, suitable and compliant final design.

6.3 Customer information

The Customer must provide information accurate to the best of their knowledge about ownership and permissions, listed or conservation status, planning restrictions, existing systems, known leaks or structural defects, asbestos, concealed services, shared supplies and proposed building or energy-use changes. The Customer is not expected to identify technical defects beyond their knowledge or competence. HEG may reasonably rely on supplied information but remains responsible for professional checks and enquiries required by a competent survey and design; reliance does not excuse disregarding information that is evidently unreliable or should reasonably be checked.

6.4 Access for Survey

The Customer must provide reasonable access to the Installation Address at the agreed time.

This may include access to:

• roof spaces;

• lofts;

• meter cupboards;

• consumer units;

• plant rooms;

• garages;

• outbuildings;

• gardens;

• proposed equipment locations; and

• other parts of the property reasonably required for the assessment.

The Customer must ensure that access areas are safe, reasonably clear and free from avoidable obstruction.

6.5 Limitations of a Survey

A Survey is generally non-invasive unless otherwise agreed.

Home Energy Group is not expected to:

• lift roof coverings;

• remove walls, ceilings, flooring or fixed furniture;

• excavate ground;

• open concealed building structures;

• disconnect or dismantle third-party equipment;

• test for asbestos;

• carry out destructive investigations; or

• identify defects or services that are hidden and could not reasonably be discovered through an ordinary survey.

Where an issue is concealed or only becomes apparent during installation, it will be managed in accordance with the concealed conditions and Variation provisions of these Terms & Conditions.

6.6 Survey findings

Following the Survey, Home Energy Group may confirm that:

• the proposed Installation can proceed as quoted;

• minor design adjustments are required;

• additional work or equipment is required;

• a specialist report or further assessment is required;

• a different product or installation method is recommended;

• third-party approval is required;

• the proposed Installation is not technically suitable; or

• the work cannot safely or reasonably proceed.

6.7 Additional inspections and reports

Where reasonably necessary, Home Energy Group may recommend that the Customer obtains an assessment or report from an appropriately qualified third party, including:

• a structural engineer;

• a roofing contractor;

• an asbestos specialist;

• an electrician;

• a drainage specialist;

• a planning consultant;

• a building-control body; or

• another relevant professional.

Unless expressly included within the Quotation, the cost and appointment of that third party will be the Customer’s responsibility.

Home Energy Group will not be responsible for the accuracy, conclusions, omissions or timescales of an independent report commissioned by the Customer.

6.8 Unsuitable or unsafe property conditions

Home Energy Group will not be required to install Products where doing so would, in its reasonable professional judgment:

• create an unacceptable safety risk;

• breach applicable regulations or standards;

• conflict with manufacturer instructions;

• damage the property;

• compromise the expected operation of the Products;

• invalidate a warranty;

• require work outside the agreed scope; or

• be otherwise technically unsuitable.

Home Energy Group will explain the relevant concern and, where reasonably possible, discuss suitable alternatives with the Customer.

6.9 Changes arising from the Survey

Material changes resulting from the Survey will be explained in writing and managed under section 10. The Customer is not obliged to accept them. For a RECC-covered installation, if the final design differs from the quotation or the site requires a different system form or position, HEG will explain the change and allow the Customer to cancel where the Code requires. The cancellation and full-refund protection in clause 6.10 takes priority over general cancellation-cost provisions.

6.10 Customer cancellation following significant Survey changes

For an installation covered by RECC, if a technical site survey and risk assessment show the site is unsuitable, HEG will explain the reasons in writing, cancel the Contract as required and refund deposits and advance payments in full. If the system can be installed only in an amended form or position and the Customer does not accept that amended design or specification, HEG will allow cancellation and refund deposits and advance payments in full as required by the Code. HEG will not impose a penalty, an arbitrary deadline or a generic early-service deduction that reduces a refund the Code requires in full. Other applicable statutory rights remain available. Any genuinely separate service contract must be identified and agreed separately and cannot be used to evade this protection.

6.11 Survey does not guarantee the absence of hidden defects

Approval following a Survey does not guarantee that the property is free from concealed defects, hidden services, structural issues or other conditions that could not reasonably have been identified before work started.

7. System design and approval

7.1 Bespoke design

Each renewable-energy Installation is designed for the individual property using the information reasonably available at the time.

The System Design may take account of:

• the Customer’s energy consumption;

• available installation space;

• roof orientation and shading;

• electrical supply characteristics;

• product compatibility;

• manufacturer guidance;

• applicable regulations;

• DNO requirements;

• proposed future energy use;

• Customer preferences; and

• the agreed budget.

7.2 Preliminary and final designs

Designs provided before completion of the technical review may be preliminary and will be identified accordingly. HEG will produce and obtain the Customer's approval of the property-specific final design before installation, including equipment positions and agreed alterations to electrical, heating or building services. Survey findings, safety, product dimensions, manufacturer requirements and statutory or network conditions may require changes. Material changes require agreement or the applicable cancellation/refund protection; an unapproved preliminary design is not authority to reduce the agreed specification.

7.3 Minor technical adjustments

Home Energy Group may make minor technical adjustments where they are reasonably necessary to complete the Installation safely and compliantly and where they do not materially reduce:

• the overall system specification;

• expected performance;

• warranty protection;

• quality;

• functionality; or

• visual appearance beyond what a reasonable Customer would expect.

Examples may include:

• minor movement of equipment;

• reasonable adjustment to cable routes;

• changes to isolator or protective-device positions;

• small layout changes;

• changes to containment;

• revisions required to maintain safe clearances; or

• equivalent technical adjustments.

Where practical, significant visual adjustments will be discussed with the Customer before the relevant work is completed.

7.4 Material design changes

A proposed change will normally be treated as material where it significantly affects:

• the number or type of Products;

• installed capacity;

• expected system performance;

• major equipment locations;

• the total price;

• the Customer’s use of the system;

• the visual appearance of the Installation;

• warranty protection; or

• an important feature expressly agreed with the Customer.

A material change must be recorded in a written Variation and accepted by the Customer before it is implemented.

7.5 Customer design preferences

Home Energy Group will take reasonable account of Customer preferences concerning equipment positioning, layout and cable routes.

However, Home Energy Group will not be required to follow a Customer instruction where doing so would:

• be unsafe;

• breach a regulation or standard;

• conflict with manufacturer guidance;

• adversely affect system operation;

• invalidate a warranty;

• be impractical;

• create unreasonable additional cost; or

• require work outside the agreed scope.

Where a Customer preference can be accommodated only through additional work or materials, Home Energy Group may issue a Variation.

7.6 Generation and performance forecasts

Performance forecasts will follow recognised methodologies and applicable standards and remain estimates unless an express guarantee is agreed. No particular generation, saving, tariff, payback, battery cycling, heating bill or future return is guaranteed merely by an estimate. This does not remove an express guarantee, statutory fitness or description requirement, binding sales information, or HEG's duty to design and install with reasonable care and skill. The heat-pump and EV schedules provide further technology-specific design and performance information.

7.7 Customer approval

Where Home Energy Group requests formal approval of a final design, the Customer must review it carefully and notify us promptly of any questions or requested changes.

Customer approval confirms acceptance of the visible layout and specification shown, subject to reasonable minor on-site technical adjustments.

Approval does not require the Customer to assess technical safety or regulatory compliance, which remain Home Energy Group’s responsibility within its agreed scope.

7.8 Delayed design approval

The Customer must respond to reasonable design queries within a reasonable time. A delay they cause may affect scheduling or availability, and HEG will explain the effect promptly. A post-contract price or specification change must comply with sections 9 and 10 and cannot be imposed merely because approval took longer. HEG remains responsible for delay caused by its own failure to supply adequate design information in good time.

8. Product availability and substitution

8.1 Product availability

Renewable-energy Products are supplied through manufacturers, distributors and wholesalers operating independently of Home Energy Group.

Product availability may change because of:

• manufacturer production;

• shipping or freight delays;

• import restrictions;

• supply-chain disruption;

• product allocation;

• raw-material shortages;

• regulatory change;

• product recalls;

• product discontinuation;

• wholesaler stock levels; or

• events outside Home Energy Group’s reasonable control.

8.2 Products are not reserved automatically

Unless the Agreement expressly states otherwise, Products will not be treated as reserved or allocated to the Customer until:

• the Contract has been formed;

• any applicable cancellation period has expired or the Customer has validly requested early performance;

• any agreed payment required before procurement has been received; and

• Home Energy Group has placed or confirmed the relevant order.

8.3 Product discontinuation or unavailability before Contract formation

Where a quoted Product becomes unavailable or is discontinued before Order Acceptance, Home Energy Group may:

• offer an equivalent or improved alternative;

• issue a revised Quotation;

• revise the System Design; or

• decline the proposed order.

The Customer will be free to accept or reject any revised proposal.

8.4 Product unavailability after Contract formation

Where an agreed Product becomes genuinely unavailable after Contract formation for reasons outside Home Energy Group’s reasonable control, Home Energy Group will notify the Customer promptly.

We may propose an alternative Product that offers substantially equivalent or improved:

• function;

• capacity;

• quality;

• compatibility;

• safety;

• warranty protection; and

• expected performance.

8.5 Customer approval of a material substitution

Home Energy Group will obtain the Customer’s written approval before making a material substitution.

A substitution will normally be treated as material where it changes:

• the manufacturer;

• product type;

• capacity;

• principal functionality;

• warranty period;

• significant visual appearance; or

• another feature that was important to the Customer’s purchasing decision.

8.6 Minor manufacturer changes

A minor manufacturing or production revision is acceptable only if the Product still conforms to the agreed description and specification and the revision does not materially affect function, compatibility, safety, capacity, warranty, appearance or an important purchasing requirement. A change to connectors, dimensions, components, software or branding is not automatically minor. HEG will obtain approval for any material change under clause 8.5.

8.7 Updated product models

Where a manufacturer replaces an agreed Product with a newer version before procurement, Home Energy Group may propose the updated model where it provides substantially equivalent or improved functionality and warranty protection.

The Customer will be informed where the change is material.

8.8 No suitable alternative

If an agreed Product becomes unavailable, we will discuss waiting, an approved alternative or a design change. The Customer is not required to accept a material substitution. If the agreed Contract cannot lawfully or reasonably be fulfilled and no acceptable alternative is agreed, it may be ended to the extent legally permitted, with the appropriate refund and other remedies. HEG will not leave the Customer paying for a disconnected part of a system that no longer provides the agreed benefit. Any right to cancel the whole interdependent project, rather than only one component, remains available where the law or Code provides it. Payments for unsupplied work or goods will be refunded without undue delay and within applicable deadlines.

8.9 Customer-requested brands or models

A required manufacturer, model, colour, compatibility or other important feature should be recorded in the Quotation or Installation Agreement. Recording it helps avoid disputes, but descriptions, brochures and statements that consumer law makes binding are not excluded merely because they are not repeated in the final documents. HEG will supply what is agreed and obtain express agreement to a material change.

9. Supplier pricing, taxation and commercial changes

9.1 Pricing before Order Acceptance

Before a Contract is formed, Home Energy Group may review:

• supplier pricing;

• product availability;

• transport and freight costs;

• import duties;

• taxation;

• manufacturer pricing;

• exchange-rate effects;

• regulatory costs;

• labour requirements; and

• other genuine project costs.

Where a material change means the original Quotation can no longer reasonably be offered, Home Energy Group may issue a revised Quotation or decline the proposed order before Order Acceptance.

9.2 Fixed price after Contract formation

After Order Acceptance, the price is fixed for the agreed scope. It may change only through an agreed Variation, a specifically disclosed lawful price-adjustment mechanism or a legal change that must be applied. Concealed site conditions, inaccurate Customer information, survey findings or Customer delay may justify proposing a Variation; they do not create an unrestricted right to increase the price. HEG will not charge for correcting its own avoidable survey, design, estimating or installation error. The Customer's rights to reject changes and obtain refunds remain protected.

9.3 No general right to increase the price

Home Energy Group will not increase the Contract price after Contract formation merely because:

• its profit margin has reduced;

• it could obtain a higher price elsewhere;

• it has underestimated ordinary costs;

• general market conditions have changed; or

• it no longer wishes to proceed on the agreed commercial basis.

9.4 Changes required by law or taxation

A direct change in legally applicable tax or regulation may be reflected only to the extent lawful and objectively justified by that change. HEG will explain the proposed increase or decrease, provide reasonable supporting information and apply any express legal requirement. Other commercial costs will not be included. If a material change is proposed and the Customer does not accept it, the parties will consider whether the original Contract can proceed and, if not, the applicable right to cancel without penalty or other statutory remedy. A change in law is not a general authority to rewrite the Contract.

9.5 Customer-caused delay and price review

Where the Customer asks to postpone the project or prevents it from proceeding for more than 30 days beyond an agreed or reasonably proposed installation date, Home Energy Group may review:

• product availability;

• supplier pricing;

• labour availability;

• regulatory requirements;

• taxation; and

• the proposed installation schedule.

Any proposed change must be reasonable, directly connected to the delay and confirmed through a written Variation.

The Customer will not be required to accept the revised proposal.

If the parties cannot agree, either party may cancel the affected work. Any cancellation charge must be limited to reasonable costs properly incurred in accordance with the Contract and applicable consumer law.

9.6 Evidence of proposed changes

Home Energy Group will provide a clear explanation of any proposed price change.

This does not require Home Energy Group to disclose confidential supplier agreements, commercially sensitive margins, internal calculations or wholesale pricing beyond what is reasonably necessary to explain the basis and amount of the proposed change.

9.7 No retrospective application

Changes to Home Energy Group’s standard pricing or later versions of these Terms & Conditions will not automatically alter an existing Contract.

10. Variations

10.1 Meaning of a Variation

A Variation is an agreed change to the Contract after it has been formed.

A Variation may relate to:

• Products;

• equipment specification;

• System Design;

• installation method;

• cable routes;

• equipment locations;

• Services;

• timescales;

• price;

• payment arrangements; or

• any other material part of the project.

10.2 Written agreement

A material Variation must be confirmed in writing and accepted by both Home Energy Group and the Customer.

Acceptance may take place through:

• an electronic CRM approval;

• electronic signature;

• email confirmation;

• a signed Variation form; or

• another durable written method agreed by both parties.

10.3 Information contained in a Variation

A Variation should identify, where applicable:

• the change being proposed;

• why the change is required;

• the effect upon the Products or Services;

• the effect upon system performance;

• the additional cost or reduction in price;

• the effect upon timescales;

• any warranty implications; and

• any cancellation rights that apply.

10.4 Customer-requested Variations

Where the Customer requests a change, Home Energy Group will assess whether it is:

• technically possible;

• safe;

• compliant;

• compatible with the Products;

• practical within the project schedule; and

• commercially acceptable.

Home Energy Group may decline a Customer-requested change where there is a reasonable technical, legal, safety or operational reason.

10.5 Charges for Customer-requested Variations

A Customer-requested Variation may carry an agreed charge for additional design, goods, labour, access equipment, deliveries, repeated visits or reasonable non-recoverable supplier costs caused by the change. HEG will explain and agree the amount before carrying out the changed work. A charge must not duplicate a loss, include avoidable costs or amount to an excessive penalty. A statutory cooling-off cancellation is governed by section 18, not a restocking or Variation charge. Clause 10.11 deals with immediate safety action.

10.6 Home Energy Group-proposed Variations

Home Energy Group may propose a Variation where it is reasonably necessary because of:

• Survey findings;

• concealed site conditions;

• product unavailability;

• manufacturer changes;

• safety concerns;

• DNO requirements;

• planning or building-regulation requirements;

• legal or regulatory changes;

• inaccurate Customer information; or

• another matter that could not reasonably have been resolved before Contract formation.

The Customer is not obliged to accept a material Variation.

10.7 Significant changes

The Customer will receive a durable description of a significant Variation and a reasonable opportunity to consider it. Any cancellation, refund or fresh cancellation protection required by law or the applicable Code will be provided. HEG will not implement an unaccepted material change, except reasonable immediate temporary safety measures under clause 10.11. The RECC survey/design refund requirements in clause 6.10 remain unaffected.

10.8 Rejection of a Variation

If the Customer rejects a proposed Variation, the parties will consider whether the original Contract can still be completed safely and lawfully.

Where the original scope remains achievable, Home Energy Group will continue with it.

Where the original scope is no longer technically, legally or safely achievable, either party may cancel the affected part of the Contract.

10.9 Financial consequences of cancellation following a rejected Variation

The financial consequences of rejecting a Variation depend on the reason and the applicable law and Code. Where clause 6.10 requires a full refund, that protection takes priority. HEG will not impose a cancellation penalty for its own breach or an unaccepted change for which a penalty-free exit is required. Any otherwise lawful payment for goods or services already properly supplied must reflect the Customer's actual entitlement, the benefit received and the legal basis, without retaining payment for unsupplied or unusable elements or charging the same loss twice. Any refund will be made without undue delay and within applicable deadlines.

10.10 Oral discussions

Material changes should be expressly agreed and recorded in writing to protect both parties. HEG will promptly record a material agreement reached on site or by telephone. This does not exclude an oral instruction, agreement or service statement that the law makes binding. Neither party is bound to accept an unagreed charge merely because work has been discussed orally.

10.11 Emergency and safety work

If an unexpected condition creates an immediate risk, HEG may take reasonable, proportionate temporary action to make safe, isolate equipment, stop work or prevent serious damage without waiting for written approval. We will notify the Customer as soon as practicable. Any charge must have a lawful basis, be limited to what was reasonably necessary and not relate to a risk caused by HEG's own breach. Non-emergency additional work and charges require agreement under the normal Variation procedure.

11. Planning, building regulations and third-party approvals

11.1 General

Depending on the project and property location, permissions or notifications may include planning permission, listed-building consent, building-control requirements, DNO approval, landlord or freeholder consent, management-company approval, party-wall matters or highway consent. The Quotation will identify known requirements and the agreed allocation of applications and fees. HEG will make reasonable enquiries within its professional scope, advise the Customer of identified requirements and not proceed with work it knows requires an approval that is missing. An authority decides an application, but allocation of the application to the Customer does not exclude HEG's own statutory or professional duties.

11.2 Planning Permission

Solar, heat-pump and EV installations may fall within permitted-development rights only if the applicable conditions are met. Listed status, conservation restrictions, equipment position, size, appearance and noise may affect eligibility. HEG will assess the requirements relevant to its proposed work. England, Wales, Scotland and Northern Ireland have different planning regimes; a rule or exemption in one part of the UK will not be assumed to apply elsewhere. Heat-pump noise and siting assessments will follow the applicable planning standards.

11.3 Responsibility for Planning

Unless HEG agrees to manage a planning application, the Customer is responsible for obtaining an identified planning permission and associated property-owner consent. HEG will supply agreed technical information and explain any limitation to the planning assistance included. If specialist planning advice is required and is not included, this will be made clear. HEG remains responsible for the accuracy and care of advice or administrative work it undertakes; saying that an application is the Customer's responsibility does not excuse HEG's own failure to comply with law.

11.4 Building Regulations

HEG will comply with legal duties applying to its electrical, heating and building work, including applicable testing, competent-person notification and certification requirements. The Contract will identify any additional building-control application or specialist work allocated to the Customer or another contractor. That allocation cannot transfer a non-transferable duty of HEG or excuse unsafe or non-compliant work. Required certificates and notifications will be provided or completed within the applicable timescales.

11.5 Delays caused by Authorities

HEG is not responsible merely because an independent authority or other third party takes time to process an application or makes an adverse decision. HEG remains responsible for its own late, incomplete or incorrect submission or other breach. We will take reasonable steps to reduce delay, keep the Customer informed and preserve cancellation, refund and other remedies where delay or refusal prevents lawful performance.

12. Distribution Network Operator and network connections

12.1 General

Both electricity generation/export and additional demand from heat pumps or EV chargers may require a DNO application, approval or notification. Exporting systems may require G98/G99 procedures, export limitation, engineering information or witness testing. Demand installations require the current low-carbon-technology connection process appropriate to the network operator, including ENA Connect Direct where applicable. HEG will assess the requirements of its agreed installation and not treat a non-exporting system as exempt from demand-connection requirements.

12.2 Home Energy Group’s Role

HEG will perform the DNO assessment, application or notification required for its agreed installation, including any duty applying to HEG as installer. The Quotation will identify any further administration included or work to be carried out by the network operator or another party. We will submit required technical and commissioning information accurately and in the required timescales and obtain prior approval where required. HEG may not use an exclusion in the Quotation to avoid a mandatory installer duty.

12.3 DNO Decisions

Home Energy Group has no authority over the decisions made by the DNO.

The DNO may:

• approve the application;

• request additional information;

• impose export limitations;

• require alterations;

• delay approval;

• reject the application; or

• require network reinforcement.

These decisions are entirely outside Home Energy Group’s control.

12.4 Costs imposed by the DNO

The Quotation will identify known network application fees or supply-upgrade charges included in the price and explain the basis of any possible additional charge that cannot reasonably be calculated in advance. If the DNO requires reinforcement or other additional work, HEG will explain the requirement and agree any material change before proceeding. The Customer is not obliged to accept an unagreed charge. No charge will be passed to the Customer to correct HEG's own breach.

12.5 Timescales

Published DNO timescales are estimates only.

Home Energy Group cannot guarantee:

• when an application will be assessed;

• when approval will be granted;

• when reinforcement work will be completed; or

• when export permission will be issued.

12.6 Export Restrictions

Where the DNO requires export limitation, Home Energy Group will design the system in accordance with the approved export capacity.

The Customer acknowledges that this may limit the maximum electricity exported to the Grid.

12.7 Delays

HEG is not responsible for loss caused solely by an independent DNO processing time or decision outside its reasonable control. This does not exclude responsibility for HEG's application, notification, design or advisory error, or a cancellation or other remedy the Customer is entitled to exercise when performance becomes excessively delayed, impossible or materially different.

12.8 Combined demand and low-carbon connections

HEG will assess combined electrical demand, supply characteristics, relevant earthing and existing generation or storage when designing heat-pump and EV installations. The Customer must disclose known existing or proposed equipment and significant changes in electrical use. HEG remains responsible for competent assessment of information and conditions it should reasonably identify. Required network approval or notification will be completed under the current process.

12.9 Load management and operating limits

Where dynamic load management, export limiting or other power control is required, the design and handover information will explain its effect on system operation. A material limit on expected charging, heating, battery or generation functionality will be disclosed and agreed before installation.

12.10 Network and supplier equipment

HEG will not alter a network operator's or energy supplier's equipment, service fuse, meter or other reserved apparatus unless lawfully authorised. Necessary third-party work, charges and scheduling will be explained. We will not energise a system contrary to a required approval or safety restriction.

13. Customer responsibilities

13.1 General Responsibilities

The Customer agrees to:

• provide accurate information;

• provide reasonable access to the property;

• ensure safe working conditions;

• cooperate with Home Energy Group;

• respond to reasonable requests for information;

• obtain any approvals that remain their responsibility;

• make payments when due; and

• comply with their obligations under this Agreement.

13.2 Property Ownership

The Customer confirms they have the legal authority to instruct Home Energy Group to carry out the proposed works.

If the Customer is not the legal owner of the property, all necessary permissions must be obtained before work commences.

13.3 Safe Access

The Customer must provide safe access to:

• roof spaces;

• lofts;

• electrical equipment;

• consumer units;

• meter cupboards;

• garages;

• outbuildings;

• plant rooms; and

• all agreed equipment locations.

13.4 Existing Electrical Installation

HEG is not the general guarantor of the existing electrical installation or defects it has not caused. However, HEG will undertake the checks required for its additions and connections and assess whether existing arrangements can safely support them. Unsafe or non-compliant conditions may require suspension and agreed remedial work. This does not excuse a defect HEG creates or a pre-existing problem it should reasonably have identified and addressed within its scope.

13.5 Internet Connection

The Customer must provide agreed connectivity reasonably required for monitoring, remote diagnostics or optional intelligent functions and securely provide commissioning access where necessary. HEG will disclose material connectivity requirements before contracting. Failure of the Customer's broadband may affect online features, but does not exclude HEG's responsibility for an agreed essential function or a statutory requirement, including continued charging without communications where the smart-charge-point regulations require it. Passwords must be handled securely and need not be disclosed beyond what is reasonably necessary.

13.6 Customer Availability

The Customer agrees to make themselves reasonably available throughout the project to answer technical or administrative queries where necessary.

Failure to provide requested information within a reasonable period may delay the project.

13.7 Existing Defects

The Customer should inform Home Energy Group of any known:

• roof leaks;

• structural defects;

• electrical faults;

• asbestos;

• damp;

• previous fire damage;

• unsafe installations; or

• other defects that may affect the proposed works.

13.8 Changes After Survey

If the Customer carries out alterations to the property after the Survey has been completed, they must notify Home Energy Group immediately.

Examples include:

• replacing the roof;

• replacing the consumer unit;

• installing scaffolding;

• building extensions;

• altering cable routes;

• installing new electrical equipment; or

• carrying out structural works.

These changes may require a further Survey or a Variation.

14. Access to the property

14.1 Installation Access

The Customer shall provide reasonable access during agreed working hours.

Where access cannot be provided, Home Energy Group reserves the right to reschedule the installation.

Repeated failed visits caused by the Customer may result in reasonable additional costs, provided these are explained in advance where practicable.

14.2 Working Areas

The Customer should ensure that working areas are reasonably clear before the installation begins.

Home Energy Group cannot accept responsibility for delays caused by inaccessible working areas.

14.3 Children and Pets

For health and safety reasons, children and pets should be kept away from active working areas during the installation wherever reasonably possible.

14.4 Unexpected Conditions

If concealed defects, asbestos, unsafe electrical installations or other hazardous conditions are discovered during the works, Home Energy Group may suspend work until the issue has been made safe.

Any additional work required will be managed in accordance with the Variation procedure contained within these Terms & Conditions.

15. Installation process

15.1 Installation scope

Home Energy Group will provide the Products and Services expressly identified in the Contract.

The Installation may include, depending upon the agreed project:

• delivery of Products and materials;

• erection or coordination of scaffolding;

• mechanical installation;

• roof-mounted equipment;

• electrical installation;

• plumbing or heating work;

• cable routes and containment;

• testing and inspection;

• commissioning;

• system registration;

• monitoring-platform setup;

• Customer handover; and

• applicable certification and documentation.

Work not expressly included within the Contract is outside Home Energy Group’s agreed scope unless subsequently added through a written Variation.

15.2 Installation standards

Home Energy Group will carry out the Services:

• with reasonable care and skill;

• using appropriately qualified and competent personnel;

• in accordance with applicable legal and regulatory requirements;

• in accordance with relevant MCS requirements where applicable;

• in accordance with manufacturer instructions;

• using suitable Products and materials; and

• in accordance with the agreed System Design, subject to reasonable on-site adjustments.

15.3 Employees and subcontractors

HEG may use competent employees, subcontractors, specialists or installation partners. We remain responsible for delivering work forming part of our Contract, including our appointed subcontractors' work, and for their compliance with applicable requirements. We will identify appointed contractors and their role to the Customer where the relevant Code requires it. The Customer should raise concerns about HEG-appointed contractors with HEG rather than being required to pursue them separately.

15.4 Working hours

Installation work will normally take place during reasonable daytime working hours.

Home Energy Group may occasionally need to:

• arrive earlier or later than initially expected;

• extend the working day;

• attend on additional days;

• suspend work temporarily; or

• rearrange the sequence of work.

We will make reasonable efforts to keep the Customer informed of significant changes.

15.5 Duration of work

Any estimated installation duration is provided in good faith but is not guaranteed.

The actual duration may be affected by:

• weather;

• site access;

• property conditions;

• technical findings;

• product delivery;

• scaffolding;

• electrical or structural work;

• DNO requirements;

• the availability of specialist personnel;

• Customer-requested changes; and

• other circumstances outside Home Energy Group’s reasonable control.

15.6 Temporary interruption to services

Installation may require temporary interruption to electricity, heating, hot water or connected equipment. HEG will explain expected material disruption before work starts and take reasonable steps to minimise it. The Customer must disclose known medical, accessibility or other critical requirements in good time. We will discuss and record appropriate arrangements, responsibilities and any agreed cost before disconnecting an essential service. Unless included, HEG does not supply a separate critical-power or temporary-heating system, but this does not exclude reasonable care, duties to vulnerable consumers, applicable complaint-response requirements or liability for avoidable loss caused by HEG's breach.

15.7 Reasonable disruption

Renewable-energy installation work may involve:

• drilling;

• noise;

• dust;

• vibration;

• movement of materials;

• temporary access restrictions;

• cable containment;

• roof access;

• scaffolding;

• lifting equipment; and

• temporary shutdown of electrical or heating systems.

Home Energy Group will take reasonable care to minimise avoidable disruption but cannot eliminate the ordinary disturbance associated with construction and electrical work.

15.8 Protection of the property

Home Energy Group will take reasonable care while working at the Installation Address.

However, the Customer should remove or protect:

• fragile items;

• valuables;

• furniture;

• vehicles;

• garden ornaments;

• decorations;

• stored possessions; and

• other items near the working areas.

Home Energy Group will not be responsible for damage to an item that the Customer was reasonably asked to move or protect but failed to do so.

This does not exclude responsibility for damage caused by Home Energy Group’s failure to exercise reasonable care and skill.

15.9 Making good

HEG will perform the agreed making-good work and remedy damage for which it is legally responsible. Unless specifically included, ordinary installation making good does not involve whole-room redecoration, exact matching of aged finishes, replacement of undamaged areas, unrelated landscaping or repair of pre-existing defects. Necessary penetrations, fixings and containment are part of the installation only if consistent with the agreed scope and competently finished. These exclusions do not limit a reasonable remedy for damage caused by HEG's lack of care or other breach; section 31 applies.

15.10 Existing property condition

HEG is not responsible merely because the property contains pre-existing wear, deterioration, hidden defects or poor third-party work, or a failure would have occurred regardless of installation. HEG remains responsible for damage it causes and conditions it should reasonably identify, protect against or address when carrying out its agreed work. Significant concerns will be explained, and any additional non-emergency work will follow the Variation procedure.

15.11 Concealed services

The Customer must provide any available information concerning concealed services, including:

• electrical cables;

• water pipes;

• gas pipes;

• drainage;

• heating pipes;

• data cabling;

• alarm wiring; and

• underground services.

Home Energy Group will take reasonable precautions, but it cannot guarantee the identification of every concealed service.

If an incorrectly positioned, unrecorded or unexpected concealed service is discovered, work may be suspended and a Variation may be required.

15.12 Waste and packaging

Unless the Contract states otherwise, Home Energy Group will remove ordinary packaging and installation waste arising directly from its work.

The Customer remains responsible for unrelated household, building or garden waste and for Products or equipment not included within Home Energy Group’s removal scope.

15.13 Photographs and installation records

Home Energy Group may take photographs or videos of the Installation for:

• technical records;

• quality assurance;

• certification;

• warranty registration;

• health and safety;

• training;

• complaint investigation; and

• evidence of the condition and completion of the work.

Images that identify the Customer or the property will not be used for general marketing without the appropriate permission.

15.14 Unsafe behaviour or interference

Home Energy Group may suspend work where the Customer, an occupier, visitor or another contractor:

• enters a restricted working area;

• interferes with tools or equipment;

• acts abusively or threateningly;

• prevents safe working;

• refuses to follow a reasonable safety instruction; or

• otherwise creates an unacceptable risk.

Where work is suspended for this reason, the Customer may be responsible for reasonable additional costs directly caused by the suspension.

16. Installation dates and delays

16.1 Proposed dates

Dates proposed before Order Acceptance are provisional unless otherwise agreed. The Contract will state the agreed delivery and installation times or periods. If no delivery time or period is agreed for a sales contract, goods will be delivered without undue delay and within 30 days after Contract formation as the law requires. This delivery default is not a representation that every project has the same installation duration.

16.2 Agreed and estimated timing

An estimate will be clearly identified as such and given in good faith. It does not permit unreasonable delay, override an agreed binding date or exclude a statutory remedy. HEG will perform Services within the agreed time, or within a reasonable time where the time is not fixed. The rights relating to essential delivery timing in clause 16.3 remain unaffected.

16.3 Essential delivery and completion dates

The Customer should tell HEG before contracting if delivery or completion by a particular date is essential, and the parties should record the requirement clearly. For goods delivery, an essential date may arise from the circumstances at Contract formation or from the Customer telling HEG before contracting, as section 28 of the Consumer Rights Act 2015 provides. Statutory rights do not depend on a date being labelled 'Critical Completion Date' or separately accepted in a prescribed form. An expressly agreed essential service-completion date will also be honoured subject to applicable law.

16.4 Events affecting the programme

HEG may propose reasonable rescheduling for unsafe weather, genuine product or access problems, required approvals, concealed conditions, Customer changes, legal restrictions or events outside reasonable control. Ordinary staffing, vehicle or equipment problems do not automatically remove HEG's responsibility for its own delay. We will take reasonable mitigation steps and preserve agreed essential-date, cancellation and other statutory rights.

16.5 Communication about delay

Where Home Energy Group becomes aware of a material delay, we will:

• notify the Customer within a reasonable period;

• explain the general cause where reasonably possible; and

• provide a revised estimate when sufficient information is available.

16.6 Customer-caused delay

A delay is Customer-caused only to the extent it results from the Customer's failure to fulfil a reasonable agreed obligation, such as supplying access, known information, decisions, approvals or an undisputed payment, or from an agreed Customer postponement. A condition the Customer did not know and could not reasonably be expected to identify is not automatically their breach. We will explain the effect and seek a reasonable revised programme. Any costs or price changes must comply with the Contract and law.

16.7 Costs caused by postponement

Where an agreed visit is cancelled or prevented by the Customer without reasonable notice, Home Energy Group may recover reasonable costs directly incurred, such as:

• aborted labour;

• delivery or collection charges;

• scaffolding charges;

• specialist attendance;

• accommodation;

• plant hire; or

• non-refundable third-party charges.

Any charge will reflect the actual and reasonable loss caused and the steps Home Energy Group could reasonably take to reduce that loss.

16.8 Significant delay caused by Home Energy Group

If HEG fails to deliver goods, the Customer may exercise the rights in section 28 of the Consumer Rights Act 2015, including immediate termination where delivery is refused or essential timing is missed, or requiring delivery within an appropriate additional period in other cases. If that additional period is missed, the Customer may end the Contract as the law permits. For Services, the Customer retains agreed-time, reasonable-time, price-reduction, damages and termination remedies available in the circumstances. A refund following lawful termination will be made without undue delay and within applicable deadlines.

16.9 Significant timetable changes

Where Home Energy Group proposes a significant change to the agreed timetable for reasons within its control, the Customer will be informed of any cancellation or re-contracting rights required by the Renewable Energy Consumer Code.

16.10 Delay outside Home Energy Group’s control

Home Energy Group will not be responsible for loss caused solely by a delay outside its reasonable control, provided that we have:

• taken reasonable steps to avoid or reduce the delay;

• informed the Customer where appropriate; and

• resumed performance as soon as reasonably practicable.

Nothing in this clause removes a remedy that the Customer is legally entitled to exercise where the delay becomes excessive or performance becomes impossible.

17. Scaffolding and access equipment

17.1 When scaffolding is required

Home Energy Group will determine the appropriate access method using relevant health-and-safety requirements and the circumstances of the property.

The Installation may require:

• scaffolding;

• edge protection;

• access towers;

• lifting equipment;

• roof-access systems;

• temporary barriers; or

• another suitable means of safe access.

The Customer may not require Home Energy Group or its contractors to use an access method that Home Energy Group reasonably considers unsafe or inappropriate.

17.2 Scaffolding provider

Scaffolding may be provided by:

• Home Energy Group;

• a scaffolding subcontractor appointed by Home Energy Group;

• the Customer, where expressly agreed in writing; or

• another contractor approved by Home Energy Group.

Where Home Energy Group arranges scaffolding as part of the Contract, it will remain responsible for coordinating the agreed service with the Customer.

17.3 Customer-arranged scaffolding

Where the Customer arranges scaffolding, the Customer must ensure that it:

• is erected by a competent and appropriately insured contractor;

• is suitable for the proposed work;

• complies with applicable health-and-safety requirements;

• is available on the agreed date;

• has been properly inspected; and

• remains in place until Home Energy Group confirms it is no longer required.

Home Energy Group may refuse to use Customer-arranged scaffolding that it reasonably considers unsafe, unsuitable or inadequately documented.

Any resulting delay or additional cost may be treated as Customer-caused.

17.4 Scaffolding dates

Scaffolding erection and removal dates are estimates and may differ from the main installation dates.

Scaffolding may need to remain in place after the primary Installation while:

• inspection is completed;

• remedial work is arranged;

• roof work is checked;

• equipment is commissioned;

• weather prevents safe removal; or

• the scaffolding provider schedules collection.

17.5 Independent scaffolding schedules

Where scaffolding is provided by an independent contractor, Home Energy Group will use reasonable efforts to coordinate erection and removal but cannot guarantee the contractor’s precise arrival time.

The Customer should contact Home Energy Group, rather than instructing the scaffolding contractor directly, unless otherwise agreed.

17.6 Customer use of scaffolding

Scaffolding is provided for authorised workers only.

The Customer, household members and visitors must not:

• climb the scaffolding;

• move or remove components;

• store items on it;

• attach decorations, coverings or equipment;

• allow children to access it; or

• use it for their own work.

17.7 Damage or interference

The Customer may be responsible for reasonable costs arising from unauthorised interference with, damage to or misuse of scaffolding or access equipment by the Customer, an occupier or a visitor.

17.8 Security and access

The presence of scaffolding may affect property security.

The Customer remains responsible for taking reasonable precautions concerning windows, doors, alarms and access points while scaffolding is present.

Home Energy Group will not be responsible for criminal acts committed by unrelated third parties unless caused by Home Energy Group’s failure to exercise reasonable care.

17.9 Satellite dishes and external equipment

Where a satellite dish, aerial, camera, light, gutter, cable or other external item interferes with the safe installation of scaffolding or Products, temporary removal or repositioning may be required.

Unless expressly included within the Contract, specialist disconnection, reconnection or realignment of third-party equipment may be charged separately or remain the Customer’s responsibility.

17.10 Scaffolding following cancellation

If scaffolding is ordered or erected before cancellation, whether any cost is payable depends on the applicable cancellation right. Statutory cooling-off cancellation is governed by section 18; procurement of scaffolding alone does not create a charge. Outside that period, reasonable unavoidable costs may be considered under section 19, subject to mitigation and any full-refund or penalty-free cancellation right.

18. Cooling-off cancellation rights

18.1 Cancellation information

HEG will supply clear cancellation information and the model form before the Customer is bound where required. The notice will identify the contract type and applicable deadline or the rule for calculating it, and explain return arrangements and any legally payable costs. The model form is optional. Schedules 1 to 3 supplement this section and must be read consistently with it.

18.2 Applicable cancellation periods

For an ordinary distance or off-premises sales contract for goods, including goods supplied with installation services, the Customer can cancel from formation of the Contract until the end of 14 days after the day the goods come into the physical possession of the Customer or their nominated recipient other than the carrier. For multiple goods delivered separately, the period ends 14 days after the day the last goods are received; for multiple lots or pieces it ends after the last lot or piece. For a contract for regular delivery during a defined period, the relevant receipt is the first delivery. For a separate services-only contract to which statutory cancellation applies, the period ends 14 days after the day the Contract is made. In other consumer sales circumstances, HEG provides at least 14 days after the Customer signs the Contract; where acceptance occurs later, the Customer will have at least 14 days after Contract formation. Any longer or more favourable right required by law or the applicable Code takes priority. Procurement, an early installation date or a signature alone does not shorten a goods-delivery-based period.

18.3 How to cancel

The Customer may cancel by any clear statement communicating that decision, including email, post or telephone. The model form is optional and no particular portal must be used. Notices can be sent to hello@hegrenewables.co.uk or either HEG address in clause 1.1; telephone cancellation may be made on 01535 210050. Keeping written evidence is advisable but is not an additional condition of a valid notice. If HEG offers an online cancellation facility and the Customer uses it, HEG will acknowledge it on a durable medium without delay.

18.4 Effective date of cancellation

It is sufficient for the Customer to send or communicate their clear cancellation decision before the applicable period ends. HEG will not require receipt of a posted or emailed notice before the deadline where the law treats timely sending as sufficient. Reasonable identity or authority checks will not be used to defeat an otherwise valid notice or postpone its effective date.

18.5 Refund following cancellation within the cancellation period

After valid cooling-off cancellation, HEG will reimburse payments legally due to be refunded without undue delay and normally within 14 days after being informed. Where the law permits and HEG has not offered to collect the goods, reimbursement may be withheld until the goods are received back or the Customer supplies evidence of return, whichever is earlier. HEG will include the cost of the least expensive standard delivery offered where required; an expressly chosen premium-delivery supplement need not be refunded. Refunds will use the original payment method unless the Customer expressly agrees otherwise, without a refund fee. Goods-return arrangements are in clause 18.11 and Schedule 1.

18.6 Request to start Services early

HEG will start Services during the cancellation period only after the Customer expressly requests early performance and receives the required information about its consequences. For off-premises contracts the request will be on a durable medium; HEG will normally record all early-start requests in writing using Schedule 3. The request must identify the Services and be freely given, not pre-ticked or inferred from a general preferred installation date. HEG may decline early performance if unsafe, impractical or inconsistent with applicable requirements.

18.7 Cancellation after Services have started early

If the Customer validly requests early Services and later cancels, HEG may charge only the proportionate amount the law permits for Services actually performed before the cancellation communication. It will be calculated against the agreed service price, or the appropriate market value if the total price is excessive. The required cancellation and cost information and express request must have been supplied; otherwise HEG will not charge for Services where the law prohibits it. Ordering Products, reserving labour or incurring a supplier charge is not automatically a chargeable Service to the Customer.

18.8 Fully performed Services

For a services-only contract, the statutory cancellation right may be lost on full performance only where the Customer's legally required prior express consent and acknowledgment of that consequence have been obtained. For a mixed goods-and-services sales contract, completion of the service element does not by itself end the remaining goods cancellation right; any lawful service charge is assessed separately. No early-start request removes remedies for defective goods, poor Services or misleading information.

18.9 Goods installed during the cancellation period

HEG will not normally deliver or install during the applicable cancellation period without first obtaining the Customer's express written request and explaining the legally relevant consequences, including safe removal and any possible lawful cost. Such a request is not a blanket waiver of the goods cancellation right. If cancellation requires removal of fixed equipment, HEG will arrange appropriate safe access and explain the lawful arrangements. The Customer must not be required to dismantle heating or electrical equipment themselves. Installation, special ordering or a property-specific design does not automatically make Products exempt bespoke goods.

18.10 Failure to provide cancellation information

Where legally required cancellation information is not provided, the cancellation period can be extended by up to 12 months beyond its normal end. If the missing information is provided within that extended period, the cancellation period ends as the regulations provide, normally 14 days after its receipt. This clause does not reduce any other consequence of HEG failing to supply required information.

18.11 Return, collection and permitted costs

Where goods are to be returned, the Customer must return or make them available as the regulations require, normally within 14 days after cancellation unless HEG has offered collection. The pre-contract information will identify any return cost the Customer may lawfully be required to bear and the cost or a reasonable estimate for goods that cannot normally be returned by post. If the necessary return-cost information was not supplied, the Customer will not be charged where the law prohibits it. For off-premises goods delivered to the home at Contract formation that cannot normally be returned by post, HEG will collect them at its expense where required. Any reduction for diminished value is limited to what the law permits for handling beyond what is necessary to establish the goods' nature, characteristics and functioning, and does not apply where the law bars it because cancellation information was missing. No automatic restocking, administration or cancellation penalty applies during statutory cooling-off. Removal and making-good costs after early installation are payable only to the extent lawfully due and properly disclosed; they are not assumed to be payable merely because HEG incurs them.

19. Customer cancellation after the cooling-off period

19.1 Request to cancel

The Customer may ask to cancel the Contract after the applicable cancellation period has expired by notifying Home Energy Group in writing.

Home Energy Group will confirm the financial and practical consequences of cancellation.

19.2 Reasonable cancellation costs

Where the Customer cancels without Home Energy Group being in breach, the Customer may be required to pay reasonable losses directly resulting from the cancellation.

These may include:

• Services already performed;

• bespoke design or engineering work;

• Products already supplied;

• project-specific Products that cannot reasonably be returned or reused;

• reasonable supplier restocking charges;

• delivery and collection costs;

• scaffolding or access costs;

• permit or application charges;

• specialist subcontractor costs;

• reasonable administration directly required to unwind the project; and

• other unavoidable project-specific commitments properly entered into after Contract formation.

19.3 No automatic percentage charge

HEG will assess actual, reasonable loss individually and will not apply an automatic fixed-percentage penalty. No charge will include ordinary pre-contract sales or marketing costs, costs not incurred, avoidable or recoverable amounts, standard goods reusable without loss, duplicated loss or an excessive amount. This section does not override a statutory cooling-off right, HEG-breach remedy, RECC full refund or other penalty-free exit.

19.4 Duty to reduce loss

Home Energy Group will take reasonable steps to reduce losses caused by cancellation.

This may include:

• cancelling supplier orders;

• returning Products;

• reallocating standard stock;

• cancelling labour or scaffolding;

• using reserved installation capacity elsewhere; or

• avoiding work that is no longer necessary.

19.5 Cancellation statement

HEG will provide an itemised explanation of a proposed cancellation charge and reasonable evidence sufficient to understand and assess the amount. We may protect unrelated commercially sensitive information, but confidentiality will not be used to prevent the Customer challenging a charge or obtaining evidence through a lawful dispute process. Any balance due to the Customer will be refunded without undue delay and within applicable deadlines.

19.6 Products already delivered

Where Products have already been delivered to the Customer, Home Energy Group will explain whether:

• the Products can be returned;

• collection is required;

• the Customer is responsible for taking reasonable care of them;

• deductions may be made for damage or unreasonable handling; or

• the Products are bespoke or cannot reasonably be returned.

19.7 Cancellation because of Home Energy Group’s breach

Nothing in this Section requires the Customer to pay a cancellation charge where the Customer lawfully ends the Contract because Home Energy Group has materially breached it.

19.8 Cancellation because the Customer has changed their mind

A change in the Customer’s personal circumstances, funding, property plans or purchasing preference does not automatically remove reasonable costs already incurred after the cancellation period.

Home Energy Group will nevertheless assess each cancellation fairly and individually.

20. Payment terms

20.1 Contract price

The Customer pays the agreed Contract price and any accepted lawful Variation. Where a grant provides an upfront discount, the Customer owes only the properly identified net contribution, not the grant value pending payment to HEG. Schedule 6 governs Boiler Upgrade Scheme arrangements.

20.2 Standard payment model

Unless the Installation Agreement states otherwise, Home Energy Group’s standard consumer payment arrangement is:

• no deposit payable when the Contract is signed; and

• the full Contract balance payable upon Practical Completion.

20.3 Alternative payment schedule

A project may require an alternative payment schedule because of:

• bespoke or high-value Products;

• commercial-scale equipment;

• special-order materials;

• extended project duration;

• third-party charges;

• finance arrangements; or

• another project-specific reason.

Any alternative payment schedule must be clearly stated in the Quotation or Installation Agreement before the Contract is formed.

20.4 Deposits and advance payments

A deposit or advance-payment requirement must be clear before contracting. For RECC-covered installations, an initial deposit will not exceed 25% of the estimated overall cost. A deposit and further advance payments together will not exceed 60%; a further advance will not be required earlier than three weeks before the agreed delivery date of all goods to be installed. HEG will arrange protection for all such deposits and advances as required by the Code, use the money only for the Contract and provide the applicable protection details. If applicable law or another mandatory scheme requires more favourable protection, it takes priority. Required protection cannot be removed by a project-specific payment schedule.

20.5 Payment on Practical Completion

At Practical Completion, payment is due under the agreed schedule. A minor snag or independent administrative process does not automatically justify withholding the whole price. Conversely, HEG will not treat missing essential functionality, unsafe or materially defective work, required handover failures or an arguable statutory claim as a trivial item. The Customer retains lawful withholding, set-off, rejection, refund and other remedies. Any outstanding amount and remedy will be considered fairly under clause 20.6 and section 25.

20.6 Genuine outstanding work

If work is incomplete, unsafe or defective, or the Customer has another arguable claim, they should notify HEG with reasonable details. The parties will identify the remedy, timescale and any amount reasonably withheld. Withholding should be proportionate to the circumstances and lawful claim; the whole balance may be justifiably withheld where the breach or applicable remedy warrants it. HEG will not require agreement to a deduction before the Customer can exercise a statutory right. Undisputed amounts remain payable.

20.7 Payment methods

Payment must be made using a method accepted by Home Energy Group and identified on the invoice or Installation Agreement.

The Customer must use the correct payment reference when requested.

Home Energy Group will not ask the Customer to transfer money to a different bank account solely by an unexpected email or text message without an appropriate verification process.

The Customer should contact Home Energy Group using a known telephone number if they receive a suspicious or unexpected payment instruction.

20.8 Payment deadline

Unless a different period is agreed before contracting, an undisputed balance due at Practical Completion is payable within 24 hours after the invoice is issued. This default will be disclosed prominently in the Quotation or Installation Agreement. An invoice cannot introduce a shorter unagreed deadline. The deadline does not override lawful withholding, a grant-funded net-price arrangement, agreed finance-payment processes or any statutory remedy.

20.9 Finance agreements

Where the Customer uses a finance provider:

• the finance agreement is separate from the Installation Contract unless the documents expressly state otherwise;

• finance remains subject to the provider’s approval and terms;

• Home Energy Group does not guarantee that finance will be approved;

• the Customer must provide accurate information to the finance provider; and

• the Customer should read the finance agreement carefully before signing it.

Where the finance arrangement is a linked credit agreement, the Customer may have additional statutory rights.

20.10 Failure of finance

Unless the Contract expressly states that it is conditional upon finance approval, failure to obtain finance will not automatically cancel the Installation Contract.

Where the Customer intends to rely upon finance, this should be confirmed before Order Acceptance and recorded in the Installation Agreement.

20.11 Overdue payment

If an undisputed amount is not paid when due, Home Energy Group may:

• contact the Customer for payment;

• suspend Services that have not yet been performed;

• withhold optional or non-statutory Services;

• recover reasonable debt-recovery costs where legally permitted; and

• exercise other lawful remedies.

Home Energy Group will not withhold statutory certificates or documentation as a means of avoiding its legal obligations.

20.12 Interest

Interest will be charged only if a lawful, fair rate or calculation was expressly stated in the Quotation or Installation Agreement before Contract formation. If no rate was agreed, HEG will not introduce a contractual rate on the invoice, without prejudice to any interest a court may lawfully award. Contractual interest will be simple, not compound, and limited to overdue undisputed sums. It will not run on a genuinely disputed sum while the parties actively seek resolution, or on a grant amount the Customer does not owe.

20.13 Payment dispute

The Customer must notify Home Energy Group promptly if they dispute an invoice and explain:

• the amount disputed;

• the reason for the dispute; and

• any supporting information.

The Customer should pay any undisputed part by the due date.

Home Energy Group will investigate the disputed amount fairly and within a reasonable period.

20.14 No cash payment to installers

Unless expressly authorised in writing by Home Energy Group, the Customer must not make payment directly to an installer, subcontractor, surveyor or other individual attending the property.

21. Ownership and responsibility for Products

21.1 Transfer of ownership

To the extent legally effective for the particular Products, ownership passes when HEG receives the Customer's full undisputed amount, unless the Contract or an applicable funding scheme requires earlier transfer. For a Boiler Upgrade Scheme installation, the property owner will own the qualifying equipment after installation at the time required by the scheme, irrespective of a general retention-of-title provision. This does not remove a lawful debt for the net customer contribution. Retention of title does not confer an automatic right to disconnect, enter or remove installed equipment.

21.2 Transfer of risk

Risk of loss or damage passes only as consumer law permits, normally when the Customer or their nominated recipient other than the carrier takes physical possession. HEG remains responsible for damage caused by HEG or its appointed contractors and for safeguarding Products while they are within HEG's control. Special rules apply if the Customer independently commissions a carrier not offered by HEG. Transfer of risk does not affect statutory conformity or installation rights.

21.3 Care of unpaid Products

Until ownership has passed, the Customer must:

• take reasonable care of the Products;

• not sell, dispose of or deliberately damage them;

• not remove identifying labels;

• inform Home Energy Group of any serious damage, seizure or third-party claim; and

• keep them at the Installation Address unless otherwise agreed.

21.4 Installed Products

Nothing in this Section gives Home Energy Group an automatic right to enter the property or remove installed Products without:

• the Customer’s agreement;

• a lawful court order; or

• another valid legal right.

Any enforcement action must be proportionate and carried out lawfully.

21.5 Customer-owned equipment

Any existing Customer-owned equipment that is retained remains the Customer’s responsibility unless Home Energy Group has expressly agreed to service, repair or warrant it.

21.6 Removed equipment

Where Home Energy Group removes existing equipment, the Contract will state whether it will be:

• left with the Customer;

• disposed of;

• recycled;

• returned to a manufacturer; or

• handled in another agreed manner.

Once the Customer has authorised disposal, Home Energy Group will not be required to recover or return the item.

22. Practical Completion, commissioning and handover

22.1 Practical Completion

Practical Completion has the meaning in clause 2.13. The system must be safe, commissioned and capable of the essential operation agreed. Any minor outstanding work will be recorded with a reasonable completion plan. Practical Completion and payment do not discharge HEG's remaining Contract, handover, certification or statutory obligations.

22.2 Testing and commissioning

Home Energy Group will carry out the testing and commissioning reasonably required for the Products and Services within its scope.

Testing may include:

• electrical safety checks;

• operational testing;

• inverter or controller commissioning;

• battery communication;

• heat-pump commissioning;

• EV-charger testing;

• export-limitation testing;

• monitoring-platform setup; and

• completion of installation records.

22.3 Customer demonstration

Where applicable, Home Energy Group will provide a reasonable demonstration or explanation covering:

• normal system operation;

• isolation procedures;

• monitoring access;

• basic Customer controls;

• emergency or shutdown information;

• manufacturer instructions;

• warranty requirements; and

• how to request support.

The handover is intended to explain ordinary Customer use and does not constitute technical training allowing the Customer to alter, dismantle or repair the Products.

22.4 Customer attendance

The Customer or an authorised adult representative should be available for the handover where reasonably possible.

If nobody is available, Home Energy Group may provide the information electronically or arrange a later telephone or remote handover.

This will not prevent Practical Completion where the system has otherwise been properly installed and commissioned.

22.5 Completion record

Home Energy Group may ask the Customer or their representative to sign or electronically acknowledge a completion record.

Signing confirms that:

• the Installation has been handed over;

• any visible outstanding items have been recorded;

• basic operating information has been supplied; and

• the property has been left in a reasonably acceptable condition.

Signing does not remove the Customer’s statutory rights or prevent them from reporting a defect that was not reasonably apparent at handover.

22.6 Snagging items

Minor snagging items should be recorded and notified within a reasonable period after installation.

Home Energy Group will assess the issue and, where it is responsible, arrange an appropriate remedy within a reasonable time.

A snagging item does not automatically mean the entire system is incomplete or that the full Contract payment may be withheld.

22.7 Certificates and post-installation documents

The applicable handover pack will include required electrical and commissioning records, MCS and building-compliance documents where applicable, operating and safety instructions, approved design information, warranty and insurance details, DNO records and any other required project records. HEG will provide documents promptly after commissioning and within legal and applicable scheme deadlines. We will not withhold required handover documents pending full payment. Documents genuinely produced by third parties later will be explained and supplied promptly when available.

22.8 Timescale for documents

Any mandatory certification, registration and notification deadline takes priority over a general 'reasonable period'. HEG will provide the timescales applicable to the project and act promptly to comply with them. If an independent body delays a document despite HEG's correct and timely action, we will explain the position, provide available evidence and pursue the outstanding item. Third-party processing is not an excuse for HEG's own late action or a failure affecting essential functionality, grant eligibility or a statutory remedy.

22.9 Manufacturer registration

Where warranty registration is included or required to secure a guarantee benefit HEG has promised, HEG will complete its registration steps within the applicable deadline. Any owner-only action and short deadline will be clearly explained before contracting and at handover. The Customer must supply accurate details and complete clearly identified personal steps. HEG remains responsible for the consequences of its own registration failure. Manufacturer registration conditions do not reduce statutory rights against HEG.

22.10 Monitoring accounts

Where monitoring or smart setup is included, HEG will carry out the agreed hardware, account and connectivity setup and demonstrate access using the available agreed connection. Required or essential features must not be dismissed as optional monitoring. We will explain any remaining genuinely third-party issue and provide the remedy required by the Contract or law. Temporary loss of optional monitoring does not necessarily mean the underlying energy system is faulty.

22.11 App and account security

The Customer is responsible for:

• maintaining secure passwords;

• keeping account details private;

• updating contact information;

• preventing unauthorised access; and

• complying with the platform provider’s terms.

Home Energy Group will not be responsible for account changes made by the Customer or an unauthorised person using the Customer’s login credentials, except where Home Energy Group caused or contributed to the unauthorised access.

22.12 Final acceptance

No clause requiring inspection, signature or acceptance prevents the Customer from exercising statutory rights in relation to Products or Services that are defective, incorrectly described or not provided with reasonable care and skill.

23. System operation and performance

23.1 Intended function

Home Energy Group will design and install the system so that it is capable of performing the principal function described in the Contract, subject to:

• the agreed System Design;

• the physical characteristics of the property;

• applicable network restrictions;

• correct Customer operation;

• suitable maintenance;

• available energy sources;

• internet and third-party services where relevant; and

• matters outside Home Energy Group’s reasonable control.

23.2 No guarantee of uninterrupted operation

Renewable-energy systems are electrical, mechanical and software-controlled systems.

Home Energy Group does not guarantee that the system will operate continuously without:

• interruption;

• temporary shutdown;

• maintenance;

• adjustment;

• software updates;

• communications loss;

• network restrictions;

• component failure; or

• manufacturer support.

A temporary interruption does not necessarily mean that the system or Installation is defective.

Nothing in this clause reduces the Customer’s rights where the Products are faulty or the Services have not been performed with reasonable care and skill.

23.3 Solar photovoltaic performance

Solar generation will vary according to matters including:

• daylight and solar irradiance;

• season;

• weather;

• roof orientation and pitch;

• shading;

• dirt, debris or snow;

• panel temperature;

• network voltage;

• inverter operation;

• system availability;

• degradation; and

• export or generation restrictions.

The Customer acknowledges that solar panels will not generate a constant level of electricity and that production will normally be substantially lower during winter than during summer.

23.4 Battery operation

Battery operation will depend upon matters including:

• available solar generation;

• household consumption;

• battery state of charge;

• battery reserve settings;

• permitted charge and discharge rates;

• electricity tariffs;

• Customer-selected operating modes;

• inverter and battery software;

• battery temperature;

• network conditions; and

• manufacturer safety controls.

The stated usable capacity of a battery may differ from its total nominal capacity because the battery-management system may reserve part of the capacity to protect the equipment.

23.5 Battery charging and discharging

The maximum charging or discharging rate described in product literature may not always be achieved.

Actual rates may be limited by:

• the inverter or controller;

• the number of connected batteries;

• battery temperature;

• battery state of charge;

• household electrical demand;

• cable and protective-device ratings;

• DNO restrictions;

• software settings;

• manufacturer controls; and

• system design.

23.6 Battery preservation functions

Battery systems may automatically:

• reserve energy;

• reduce charge or discharge power;

• enter standby;

• carry out balancing or calibration;

• charge from the Grid;

• prevent full discharge;

• stop operating at extreme temperatures; or

• take another protective action.

These functions are intended to preserve battery safety, performance or service life and will not ordinarily indicate a fault.

23.7 Grid charging and electricity tariffs

Where the system can charge from the Grid, the Customer remains responsible for:

• selecting an appropriate electricity tariff;

• entering or approving tariff settings;

• understanding import and export prices;

• monitoring changes made by the energy supplier;

• checking whether a tariff remains available; and

• paying all electricity charges.

Home Energy Group does not control energy-supplier tariffs and does not guarantee that a particular tariff, rate or integration will remain available.

23.8 Export payments

Home Energy Group does not guarantee:

• eligibility for an export tariff;

• acceptance by an energy supplier;

• the export rate;

• the time taken to register for export payments;

• the accuracy of a supplier’s meter records; or

• the amount of export income received.

Unless expressly included in the Contract, applying to an electricity supplier for an export tariff remains the Customer’s responsibility.

23.9 Backup and emergency power

A battery-storage system does not automatically provide power during a Grid outage.

Backup power will be available only where:

• suitable backup equipment is expressly included;

• the system has been designed and commissioned for backup operation;

• the battery has sufficient stored energy;

• connected loads remain within the backup rating;

• the relevant protective equipment is operational; and

• the system has not entered a safety shutdown.

23.10 Backup limitations

Where backup or emergency power is included:

• only the circuits or loads identified in the Contract may be supported;

• maximum output will be limited;

• high-power appliances may not operate;

• starting currents may cause shutdown;

• duration will depend upon battery charge and electrical demand;

• solar generation during an outage may be limited by the System Design; and

• operation may differ from normal Grid-connected operation.

Home Energy Group does not guarantee any minimum duration of backup supply unless expressly stated in the Contract.

23.11 Essential medical or safety equipment

The Products must not be relied upon as the sole source of electricity for life-support, medical, security, fire-safety or other critical equipment unless the Contract expressly includes a suitably designed and independently assessed critical-power solution.

The Customer is responsible for maintaining any appropriate alternative or uninterrupted power supply.

23.12 Heat-pump performance

Heat-pump performance and bills can vary with weather, building heat loss, insulation, air tightness, flow temperature, emitters, hot-water demand, occupancy, controls, tariffs and maintenance. Forecasts remain estimates unless expressly guaranteed. HEG will nevertheless provide a competent property-specific heating design and installation suitable for the agreed purpose and scope. A general variability statement does not excuse undersizing, unsuitable emitters, incorrect commissioning or misleading claims. Schedule 4 specifies the heat-pump and associated heating obligations.

23.13 EV-charger performance

EV charging rate depends on the vehicle's onboard charger, state of charge, available supply capacity, phases, load management, voltage, settings and relevant network conditions. The unit's maximum rating does not guarantee that every vehicle charges at that rate. Material expected restrictions will be explained before contracting. HEG remains responsible for the agreed equipment, safety and statutory smart functionality; loss of communications does not excuse a requirement to continue charging offline where applicable. Schedule 5 supplies the EV-specific obligations.

23.14 Expected degradation

Normal wear, ageing or degradation consistent with the applicable specification and reasonable durability expectations does not by itself establish a defect. Manufacturer tolerances are relevant but do not conclusively determine statutory satisfactory quality, durability or a promised performance guarantee. Premature failure, abnormal efficiency reduction or misdescribed capacity will be assessed under the Contract and consumer law.

23.15 System settings

The Customer should not change advanced or installer-level settings without suitable technical guidance.

Incorrect settings may:

• reduce performance;

• increase energy costs;

• prevent expected charging or discharging;

• interfere with export limitation;

• cause communication problems;

• trigger safety protection; or

• affect manufacturer warranty coverage.

Home Energy Group may charge a reasonable fee to investigate or correct a problem caused by unauthorised or inappropriate setting changes.

23.16 Performance concerns

HEG may reasonably request operating records, fault codes, readings, settings or other accessible information to investigate performance concerns. Generation or financial performance may need assessment over a suitable period, but an immediate safety issue or loss of heating, hot water or an essential function will not be deferred merely to collect seasonal data. We will adjust requests to the Customer's ability and provide timely investigation and remedies under sections 25, 29 and 37.

24. Monitoring, internet and software services

24.1 Monitoring services

Where included within the Contract, monitoring allows the Customer to view some or all of the system’s operational information.

Monitoring data may include:

• generation;

• import and export;

• battery state of charge;

• household consumption;

• equipment status;

• operating mode;

• alarms; and

• historic performance.

24.2 Monitoring is not a revenue-grade meter

Unless expressly stated otherwise, information shown in an app or monitoring portal is intended primarily for operational guidance.

It may differ from:

• the electricity supplier’s meter;

• an export meter;

• billing records;

• a certified generation meter; or

• another revenue-grade measurement device.

Energy bills and export payments will normally be based upon the relevant supplier or approved meter rather than monitoring-app data.

24.3 Internet requirements

Online monitoring, remote diagnostics and intelligent functions may require:

• a stable broadband service;

• suitable Wi-Fi or wired connectivity;

• adequate signal strength;

• compatible network equipment;

• continued power to the Customer’s router;

• correct passwords;

• an active manufacturer account; and

• access to the manufacturer’s servers.

Unless expressly included, Home Energy Group is not responsible for improving the Customer’s broadband or Wi-Fi network.

24.4 Internet changes after installation

The Customer must reconnect or request assistance reconnecting the equipment following changes including:

• a new internet provider;

• a replacement router;

• a changed network name;

• a changed password;

• a router reset;

• new firewall settings; or

• changes to the home network.

Such reconnection is not ordinarily a warranty repair where the system and monitoring equipment are functioning correctly.

24.5 Third-party platforms

Apps, cloud portals, energy-tariff integrations, smart-home systems and remote servers may be provided by:

• manufacturers;

• energy suppliers;

• network operators;

• software providers; or

• other independent third parties.

Home Energy Group does not own or control those services unless expressly stated otherwise.

24.6 Availability of third-party services

Independent platforms can experience outages, change interfaces, charge for optional services or discontinue integrations. HEG does not control them and does not promise indefinite unchanged optional service. However, HEG remains responsible for an agreed essential feature, binding compatibility description, statutory digital-content or goods requirement and any remedy required by law. Any known material subscription or dependency will be disclosed before contracting. A third-party exclusion cannot override required offline EV charging or applicable supplier-interoperability requirements.

24.7 Tariff integrations

Where equipment is advertised as compatible with an electricity tariff or supplier integration, compatibility means that the relevant function is supported at the time specified in the Contract.

It does not guarantee:

• continued availability of the tariff;

• continued cooperation between the manufacturer and energy supplier;

• automatic selection of the cheapest period;

• a specific financial saving;

• uninterrupted data exchange; or

• compatibility with future versions of the tariff.

24.8 Software and firmware updates

Manufacturers may issue software or firmware updates to:

• improve safety;

• address faults;

• maintain compatibility;

• change operating functions;

• improve cybersecurity;

• meet regulatory requirements; or

• improve system performance.

Updates may be automatic or may require remote or on-site intervention.

24.9 Temporary effects of updates

During or following an update, the system or monitoring platform may temporarily:

• restart;

• lose communication;

• display incomplete data;

• revert to default settings;

• require reconnection;

• require account authentication; or

• operate differently.

Home Energy Group will provide reasonable assistance where the update relates to Products supplied by us and support falls within our contractual or warranty responsibilities.

24.10 Customer accounts

The Customer may be required to accept a manufacturer’s or platform provider’s own terms and privacy notice.

The Customer is responsible for providing accurate account details and maintaining access to the email address or mobile telephone number associated with the account.

24.11 Remote access

Where remote support is included, HEG and relevant authorised technical partners may process necessary system data and use remote access for commissioning, diagnosis, agreed support, maintenance, safety or warranty administration on an appropriate lawful basis. The scope and any relevant sharing will be explained under the Privacy Notice. A contract clause is not blanket consent for unrelated data use. Access credentials will be protected, and a request to change access will be handled consistently with legal and safety obligations.

24.12 Remote changes

Home Energy Group will not deliberately make a material change to Customer-controlled operating preferences without:

• the Customer’s instruction;

• a reasonable technical or safety reason;

• a manufacturer requirement; or

• another lawful basis.

Where an urgent safety or system-protection change is made, the Customer will be informed where reasonably practicable.

24.13 Data retention and availability

Monitoring data may be stored by a third-party provider rather than Home Energy Group.

Home Energy Group does not guarantee:

• permanent retention of historical data;

• continuous access to data;

• the accuracy of every data point;

• availability following closure of a platform; or

• recovery of data deleted by the Customer or provider.

The Customer should download or retain any information that is particularly important to them.

24.14 Cybersecurity

The Customer must take reasonable cybersecurity precautions, including:

• using secure and unique passwords;

• protecting login details;

• applying recommended router updates;

• not sharing installer-level access;

• avoiding unapproved software or integrations; and

• reporting suspected unauthorised access promptly.

24.15 Third-party integrations and modifications

Home Energy Group is not responsible for faults or loss caused by:

• unauthorised software;

• unofficial application programming interfaces;

• third-party smart-home controls;

• home-automation systems;

• unapproved firmware;

• altered communications equipment; or

• another integration not supplied or approved by Home Energy Group or the manufacturer.

Where a third-party integration has been added, Home Energy Group may require it to be disconnected before warranty diagnosis can be completed.

25. Customer statutory rights

25.1 Rights under consumer law

Products must satisfy the applicable Consumer Rights Act 2015 requirements, including satisfactory quality, safety and durability, conformity with description and relevant fitness for purpose. A particular purpose may be made known expressly or by implication; the Act's reasonable-reliance rules apply and do not require a separate formal 'agreed purpose' label. Where HEG supplies or arranges installation, the applicable installation-conformity requirements apply. Services must be provided with reasonable care and skill, honour information made binding by law, and be performed within the agreed or a reasonable time. Applicable rights for digital content and essential software are also preserved.

25.2 Guarantees are additional

Manufacturer guarantees, the Home Energy Group Workmanship Guarantee and any insurance-backed guarantee are provided in addition to the Customer’s statutory rights.

They do not replace, reduce or restrict those rights.

25.3 Contractual responsibility

HEG remains responsible for its obligations as supplier and contracting installer. The Customer may pursue a statutory claim against HEG without first obtaining a manufacturer's warranty approval. HEG will investigate and may involve a manufacturer, distributor or other party, but will not refer the Customer elsewhere merely to avoid an obligation that rests with HEG. A manufacturer process cannot justify unreasonable delay or significant inconvenience beyond what the law allows.

25.4 Goods remedies

Where goods breach applicable quality, fitness, description or other relevant requirements, the statutory remedies may include the short-term right to reject, normally subject to a 30-day period calculated under the Act, repair or replacement, and a price reduction or final rejection where the statutory conditions are met. If the breach concerns only installation conformity under section 15, that breach does not by itself create the same short-term rejection right; the repair/replacement and subsequent remedies in the Act apply. Other goods or Services breaches may give additional remedies.

25.5 Services remedies and necessary costs

Where Services fail to conform, the Customer may require repeat performance where possible or an appropriate price reduction where the statutory conditions apply. Required repeat performance will be at HEG's cost within a reasonable time and without significant inconvenience. A statutory goods repair or replacement will likewise be carried out at HEG's cost as the law requires, including necessary labour, materials, removal, refitting and access costs where legally required. A parts-only manufacturer guarantee does not transfer HEG's statutory costs to the Customer.

25.6 Six-month presumption and continuing rights

For relevant repair/replacement and later goods remedies, a conformity failure appearing within six months of delivery is presumed to have existed at delivery unless the statutory exceptions or contrary evidence apply. This is not a six-month limit on consumer rights or a universal product-lifetime guarantee. Expiry of a contractual or manufacturer guarantee does not automatically end a statutory claim; entitlement depends on the Act, the facts and applicable legal time limits.

25.7 Other remedies and refunds

The Customer may exercise other lawful remedies, including damages, withholding or set-off, and termination where available. No clause requires completion of a warranty or complaints process before a statutory right can be exercised. Refunds will be provided within the deadlines applicable to the particular remedy. The Customer cannot recover the same loss twice, but may combine compatible remedies where the law permits.

26. Manufacturer guarantees

26.1 Product-specific guarantee information

Products may carry a manufacturer, importer or distributor guarantee. Before contracting, HEG will identify the guarantor, covered Products, period, commencement rule, principal conditions, exclusions, registration requirements, relevant servicing and claim route. We will make the applicable guarantee documents available in an accessible durable form, provide them at handover and supply copies on request where required. A headline period does not imply identical cover for every component.

26.2 Hanchu ESS Products

Where the accepted Quotation identifies a Hanchu Product as carrying a 12-year manufacturer guarantee, HEG will supply that Product with the stated guarantee benefit and explain any conditions required to secure it. Batteries, hybrid inverters, AC-coupled controllers, energy-storage controllers or gateways are included in that 12-year description only where expressly identified as covered in the applicable product guarantee and Quotation. The statement does not automatically extend a battery or inverter warranty to accessories or every Hanchu model. Any registration, internet, compatibility, operating or performance condition material to the purchase will be explained before the Customer agrees. An already agreed guarantee benefit cannot be reduced merely by supplying different terms after installation.

26.3 Solar-panel warranties

Solar panels may have separate product and output-performance warranties, with different periods and remedies. Periods of 25 or 30 years apply only where identified for the selected model; there is no blanket promise that every panel has a 25–30-year product-replacement warranty. The Quotation will identify the applicable product and performance periods, warranted output retention, principal conditions and available remedies.

26.4 Product and performance cover

A product guarantee concerns specified manufacturing or material defects. A performance guarantee may concern output or capacity retention under defined test conditions. They must not be presented as interchangeable. HEG will explain the selected Product's cover and any distinction between a warranted output level, service life, expected degradation and a guarantee of replacement.

26.5 Other equipment

Heat pumps, Harnitek HeatBoost radiators, EV chargers, non-Hanchu inverters, optimisers, mounting systems, monitoring devices and other equipment have the model-specific guarantee stated in the Quotation and applicable documents. The selected model and principal conditions will be recorded before contracting. Neither the HEG workmanship warranty nor the warranty of a connected Product automatically gives every component the same manufacturer period.

26.6 Relationship with the Contract and statutory rights

The lawful detailed guarantee terms explain scope, claims, remedies, labour, access costs, commencement and transfer conditions. They do not retrospectively reduce a guarantee benefit HEG expressly promised, override binding pre-contract information or restrict statutory rights against HEG. A manufacturer claim and a statutory claim against HEG are separate routes; the Customer need not use the manufacturer route first.

26.7 Independent guarantor

A manufacturer's guarantee is an undertaking by its named guarantor. HEG does not control that organisation's parts stock, claim process or future trading status. HEG remains responsible for its own Contract and statutory obligations, including the benefit of a guarantee it has expressly agreed to provide. Manufacturer delay or insolvency does not automatically end the Customer's rights against HEG.

26.8 Registration

Where HEG agrees to register equipment or registration is needed to secure the guarantee it promises, HEG will perform its steps within the applicable deadline and provide available confirmation. Any owner-only step will be clearly explained with its deadline. The Customer must provide accurate details and carry out those identified personal steps. HEG will not transfer the consequences of its own late or defective registration to the Customer. Statutory rights are not conditional on manufacturer registration.

26.9 Servicing and operating conditions

Material guarantee conditions, including service frequency, authorised-service requirements, connectivity, approved components, updates, reporting deadlines and operating limits, will be disclosed before contracting. The Customer should keep instructions and service records. Manufacturer conditions apply only to the extent lawful and cannot remove an unrelated statutory claim against HEG.

26.10 Manufacturer remedies and replacements

Depending on the lawful guarantee terms, the guarantor may provide remote support, correction, repair, parts or replacement equipment, including a permitted equivalent or refurbished replacement. Whether a replacement restarts the guarantee is determined by those terms and any binding promise. A manufacturer remedy does not restrict a different statutory remedy available against HEG.

26.11 Labour, access and losses

A parts-only or product guarantee may exclude diagnosis, labour, removal, refitting, scaffolding, delivery, lifting or other costs. Such exclusions do not transfer to the Customer costs HEG must bear under consumer law or its workmanship warranty. HEG will identify the legal or contractual basis and agree any genuinely chargeable work before performance. Recoverable loss caused by HEG's breach remains governed by sections 25 and 32.

26.12 Optional extensions and programme changes

Any optional extended guarantee will be described separately, including provider, term, price, main benefits and exclusions. It will not be portrayed as compulsory or part of the standard cover unless genuinely included. If an agreed material extension becomes unavailable, HEG will provide the appropriate contractual or legal remedy; a manufacturer's later change cannot simply remove an included benefit.

26.13 Transfer and overseas manufacturers

Transferability is governed by the lawful guarantee terms and any benefit agreed with HEG. We will identify relevant transfer steps and the responsible UK importer or distributor where applicable. HEG will provide required guarantor contact and territorial information. A restriction in a manufacturer guarantee does not prevent transfer of the HEG workmanship warranty under clause 27.6 or remove statutory obligations that continue to apply to HEG.

27. Home Energy Group five-year workmanship warranty

27.1 Period and price

For Contracts incorporating this version, HEG provides a workmanship warranty at no additional charge for five years from Practical Completion. It applies to the installation work carried out by HEG or its appointed installers under the Contract, including solar, battery, heat-pump, HeatBoost radiator and EV-charger installations within that work. This version does not reduce a longer guarantee already binding under an earlier Contract or a separately agreed additional benefit.

27.2 Scope

The warranty covers defects arising from HEG's installation process or workmanship, including defective mounting, cables, connections or pipework, inadequate sealing of an installation penetration, or equipment installed contrary to the agreed design, applicable standards or manufacturer instructions. It is not a general product-manufacturing or building-maintenance guarantee. Design and goods defects remain subject to the Contract and statutory rights whether or not classified as workmanship.

27.3 Remedy and costs

HEG will investigate a valid workmanship issue and provide appropriate correction, repair, reinstallation or replacement of workmanship-related materials within a reasonable time and without significant inconvenience as applicable. HEG will bear the reasonable necessary costs of honouring this warranty, including labour and access where needed for the covered remedial work. The Customer's statutory entitlement to a different or additional remedy is not restricted.

27.4 Fair exclusions

The warranty does not cover a problem to the extent caused by a manufacturing defect, normal wear or lawful specification-consistent degradation, accident, misuse, unauthorised modification, third-party work, unrelated building or roof failure, extreme weather or an insured event, pests, independent grid or internet failure, reasonably necessary maintenance not carried out, or another cause not attributable to HEG's workmanship. An exclusion applies only to the extent the excluded cause created or materially contributed to the reported problem. An unrelated event does not invalidate unaffected cover or statutory rights.

27.5 Roof and property issues

HEG is not the general guarantor of the roof or building. Where a leak or other property issue is reported, we will assess whether it arises from HEG's work, a pre-existing defect, deterioration, storm damage or another cause. If HEG's workmanship caused the issue, an appropriate remedy will be provided. Existing fragility does not excuse failure to exercise reasonable care.

27.6 Transferability

The warranty transfers to a subsequent owner of the Installation Address for the remainder of its original five-year period, provided the system remains at that address and the owner supplies reasonable ownership and installation details. A reasonable notification process may be required, but no unreasonable fee or formality will be imposed. Transfer does not restart the period.

27.7 Insurance-backed protection

Where the applicable consumer code or certification requires insurance-backed workmanship protection, HEG will arrange protection intended to honour the full five-year workmanship period if HEG becomes insolvent or ceases trading and cannot honour the warranty. The Customer will receive the provider, policy/certificate, duration, commencement, limits, covered events, claim route and principal exclusions. For work outside a mandatory scheme's scope, the Quotation will state whether separate insurance-backed protection is included. HEG's own five-year workmanship obligation applies whether or not an optional insurance policy is included. No policy description will imply cover for a technology or event that the policy does not cover.

27.8 Distinction between protections

HEG's workmanship warranty, insurance-backed cover, product manufacturers' guarantees and statutory rights are separate protections. A five-year workmanship warranty does not shorten an agreed longer manufacturer guarantee. A policy exclusion does not reduce HEG's own workmanship obligation or statutory liability. Required insurance arrangements will be consistent with the full offered workmanship term and applicable Code requirements.

27.9 Reporting and reducing damage

The Customer should report suspected defects promptly after discovery, give available details and take reasonable safe steps to avoid further damage. A delay does not automatically defeat a claim; its effect will be assessed fairly. The Customer is not expected to dismantle equipment or carry out work beyond their competence.

27.10 Investigation and access

HEG may initially investigate through telephone support, photographs, monitoring or other suitable remote information and arrange on-site inspection where necessary. The Customer must provide reasonable safe access. Urgent and complaint-related inspections remain governed by sections 29 and 37; the warranty process does not defer those duties.

27.11 Genuinely chargeable investigations

HEG will not charge merely because a Customer raises a genuine concern. A reasonable agreed diagnostic or call-out fee may apply only where the work is outside HEG's contractual or statutory obligations, the charge and basis were explained and agreed in advance, and investigation establishes a chargeable cause or unnecessary attendance. A no-fault finding on one visit does not by itself mean the claim is unfounded. No fee applies to HEG's covered workmanship remedy or another remedy it must provide without charge.

27.12 Statutory rights

The warranty is additional to statutory rights. Its five-year expiry does not automatically end a statutory claim, and an acknowledgment, service record, guarantee form or insurance decision does not remove a legal remedy. The applicable rights and time limits depend on the law and circumstances.

28. Maintenance and Customer care

28.1 Customer responsibility

Following handover, the Customer is responsible for operating and caring for the Products in accordance with:

• manufacturer instructions;

• the handover information;

• safety notices;

• servicing requirements;

• guarantee conditions; and

• reasonable guidance provided by Home Energy Group.

28.2 Routine observation

The Customer should periodically check for matters including:

• warning lights;

• fault messages;

• unusual noise;

• visible damage;

• leaks;

• blocked ventilation;

• unusual smells;

• loss of monitoring;

• reduced performance; and

• changes to system operation.

The Customer should not remove covers or attempt an electrical or mechanical repair.

28.3 Solar-panel cleaning

Solar panels will often receive some natural cleaning through rainfall, but local conditions may cause a build-up of:

• bird fouling;

• leaves;

• moss;

• dust;

• pollution;

• salt; or

• other debris.

The Customer must not access the roof unless competent and properly equipped.

Cleaning should be carried out only where reasonably necessary and using a safe and suitable method.

28.4 Vegetation and shading

The Customer is responsible for managing trees, shrubs or other vegetation on their property where growth causes new shading, obstruction or access problems.

Home Energy Group is not responsible for reduced performance caused by vegetation growth after the System Design was prepared.

28.5 Battery environment

The Customer must not:

• obstruct battery ventilation;

• cover battery equipment;

• store hazardous or flammable materials against it;

• expose it to water;

• alter temperature-control arrangements;

• move it;

• disconnect protective equipment; or

• use the installation area contrary to manufacturer requirements.

28.6 Heat-pump maintenance

Heat-pump maintenance and safe routine checks will be explained in the handover information. They may include clear airflow, filters, pressure, condensate and frost protection, periodic servicing, treatment-fluid checks and approved updates. Qualified service work must be carried out by a competent person; the Customer should not undertake unsafe work or refrigerant tasks. Material servicing frequency, guarantee conditions and known servicing costs or their basis will be disclosed before contracting. A maintenance omission does not remove an unrelated workmanship or statutory claim.

28.7 EV-charger care

The Customer should inspect the charger, cable and connector for visible damage and should stop using the equipment if it appears unsafe.

The charging cable should be stored securely and protected from avoidable damage.

28.8 Electrical inspections

The Customer remains responsible for arranging normal periodic inspection and maintenance of the property’s electrical installation.

Home Energy Group’s certification of its own work does not amount to a lifetime guarantee of the entire existing electrical installation.

28.9 Alterations to the property

The Customer should contact Home Energy Group before:

• replacing the roof;

• moving installed equipment;

• extending or altering the building;

• changing the consumer unit;

• adding generation or battery equipment;

• altering protected circuits;

• covering equipment;

• changing ventilation; or

• allowing another contractor to work on the system.

28.10 Records

The Customer should retain:

• the Contract;

• Quotation;

• System Design;

• certificates;

• warranties;

• manuals;

• insurance-backed guarantee;

• maintenance records;

• fault records; and

• correspondence concerning the Installation.

These should be passed to a new owner if the property is sold.

28.11 Optional servicing

Unless expressly included within the Contract, routine servicing and maintenance after handover are not included within the original Installation price.

Home Energy Group may offer:

• one-off servicing;

• maintenance agreements;

• system health checks;

• cleaning;

• electrical inspection;

• software assistance; or

• other aftercare services.

The scope and price will be confirmed separately.

28.12 No compulsory Home Energy Group service

Unless a manufacturer guarantee expressly requires an authorised service provider, the Customer will not be required to purchase routine maintenance exclusively from Home Energy Group.

Any third party working on the system should be appropriately competent and must follow manufacturer and regulatory requirements.

29. Faults, technical support and repairs

29.1 Reporting a fault

The Customer should report a technical issue using Home Energy Group’s current support process.

Home Energy Group may require the Customer to submit:

• a support form;

• Customer and installation details;

• Product serial numbers;

• fault codes;

• photographs;

• videos;

• monitoring screenshots;

• internet-status information;

• a description of the issue; and

• details of any recent change to the property or system.

29.2 Purpose of the support process

Providing complete information allows the technical team to:

• identify the installed Products;

• review monitoring data;

• assess likely causes;

• contact the manufacturer where appropriate;

• determine whether remote action is possible;

• arrange the correct replacement Product;

• ensure an engineer attends with suitable information; and

• avoid unnecessary or repeated visits.

29.3 Initial assessment

Home Energy Group may first attempt to investigate or resolve the issue through:

• remote monitoring;

• telephone guidance;

• video support;

• software changes;

• manufacturer assistance;

• reset instructions; or

• another reasonable diagnostic method.

The Customer must not perform any step that they reasonably believe would be unsafe.

29.4 Response times

HEG will prioritise safety, loss of essential heating or hot water and serious system failure, and investigate within a reasonable time and without significant inconvenience where consumer law requires. Manufacturer and parts availability may affect repair, but do not displace HEG's legal responsibilities. The specific complaint findings and inspection requirements in section 37 take priority over a general support estimate. Unless separately agreed, there is no unconditional promise to complete every repair on the same day; that does not remove a required 24-hour inspection or other mandatory action.

29.5 Emergency situations

The Customer should immediately stop using and, where safe, isolate equipment if there is:

• smoke;

• fire;

• a burning smell;

• sparking;

• exposed electrical parts;

• serious water leakage near electrical equipment;

• physical battery damage;

• unusual heat;

• a dangerous noise; or

• another immediate safety concern.

Where there is an immediate danger, the Customer should leave the affected area and contact the appropriate emergency service.

29.6 Manufacturer involvement

Home Energy Group may need to provide information to or obtain instructions from the manufacturer, importer or distributor.

The Customer agrees to reasonable sharing of technical and Product information for diagnosis, warranty administration and repair, subject to applicable data-protection requirements.

29.7 Return merchandise authorisation

HEG may obtain a manufacturer's return authorisation or technical assessment when administering its guarantee. This process does not require the Customer to await that approval before HEG honours a statutory claim, and will not be used to avoid a required remedy or cause legally unacceptable delay.

29.8 Replacement Products

A replacement supplied under a manufacturer guarantee may be:

• new;

• refurbished;

• remanufactured;

• an updated equivalent model; or

• another replacement permitted by the applicable guarantee.

The remaining guarantee period will be determined by the manufacturer’s terms and the Customer’s statutory rights.

29.9 Parts availability

Repair times may be affected by:

• diagnosis;

• manufacturer approval;

• stock availability;

• international shipping;

• product discontinuation;

• engineer availability;

• access requirements; and

• scaffolding or specialist equipment.

Home Energy Group will keep the Customer reasonably informed of material developments.

29.10 Loss of generation or savings

Home Energy Group does not guarantee compensation for:

• lost solar generation;

• increased electricity imports;

• missed export income;

• lost tariff opportunities;

• additional heating costs; or

• other financial consequences of a fault.

This clause does not exclude loss that the Customer is legally entitled to recover because it was caused by Home Energy Group’s breach and was reasonably foreseeable.

29.11 Third-party faults

If an issue is caused solely by the network supply, meter, Customer's internet, another contractor, existing equipment or a Customer change outside HEG's responsibility, HEG will explain the evidence and appropriate referral. HEG remains responsible for compatible integration it agreed to supply, an issue it causes, or a condition it should reasonably have addressed. Chargeable further work will be explained and agreed before performance; no statutory remedy will be charged to the Customer.

29.12 No-fault-found visits

A no-fault-found visit may be charged only if it falls outside HEG's contractual and statutory obligations, the fee and basis were explained and agreed beforehand, and the charge is reasonable in the circumstances. HEG will consider intermittent faults and the Customer's evidence; inability to reproduce a fault on one visit does not itself make a genuine claim chargeable. No fee will be imposed for a statutory or covered workmanship remedy.

29.13 Access for repair

The Customer must provide reasonable and safe access for inspection, repair, replacement or removal of Products.

Where access equipment is reasonably required after expiry of the applicable workmanship or labour cover, the Customer may be responsible for that cost unless:

• the manufacturer guarantee includes it;

• the fault is attributable to Home Energy Group’s breach;

• consumer law requires Home Energy Group to bear it; or

• Home Energy Group expressly agrees otherwise.

29.14 Customer attempts to repair

The Customer must not open, dismantle or repair Products unless:

• suitably qualified and authorised;

• instructed by Home Energy Group or the manufacturer; or

• immediate reasonable action is necessary to prevent injury or serious property damage.

Unauthorised repair may affect guarantee coverage only where it causes or contributes to the fault or prevents proper diagnosis.

29.15 Repeated or intermittent faults

Some issues may be intermittent and may require:

• monitoring over time;

• data collection;

• repeated testing;

• firmware updates;

• manufacturer analysis; or

• staged replacement of components.

A fault not being reproduced during the first inspection does not automatically mean the Customer’s concern will be dismissed.

29.16 Customer cooperation

The Customer must cooperate reasonably with investigation and provide available information and safe access. HEG will make requests proportionate to the problem and the Customer's abilities and offer reasonable alternatives or accessibility adjustments. Missing nonessential screenshots, forms or technical data will not automatically defeat a valid claim or postpone urgent required action. We will explain what information or access is genuinely necessary to progress the case.

29.17 Completion of repair

Following repair, Home Energy Group may ask the Customer to confirm that:

• the system is operating;

• the reported fault has been addressed; or

• further monitoring is required.

Such confirmation does not remove statutory rights if the repair later proves ineffective.

30. Warranty exclusions, misuse and third-party work

30.1 Fair application of exclusions

HEG will apply an exclusion from its workmanship guarantee only to the extent that the excluded cause created or materially contributed to the problem, or genuinely prevents necessary diagnosis until reasonably addressed. An unrelated maintenance, internet, modification or documentation issue will not remove unaffected cover. Manufacturer guarantees have their own lawful conditions, but neither those conditions nor a workmanship exclusion limits statutory rights against HEG.

30.2 Misuse

Misuse may include:

• operating equipment outside the manufacturer’s specified limits;

• blocking required ventilation;

• exposing equipment to unsuitable environmental conditions;

• using the Products for a purpose for which they were not designed;

• repeatedly ignoring safety warnings;

• disconnecting required protective devices;

• placing dangerous materials against electrical equipment;

• physically damaging Products; or

• continuing to use equipment after being advised that it is unsafe.

30.3 Unauthorised alteration

The Customer should obtain appropriate technical advice before allowing any person to:

• move equipment;

• alter electrical connections;

• add further batteries;

• connect another inverter;

• alter solar strings;

• change export-limitation equipment;

• alter heat-pump pipework;

• replace protective equipment;

• modify backup circuits;

• install third-party controllers;

• change installer-level settings; or

• alter any part of the installed system.

30.4 Work by another contractor

The Customer is free to appoint another appropriately competent contractor.

However, Home Energy Group will not be responsible for:

• work performed by that contractor;

• damage caused by that work;

• incompatible Products added by that contractor;

• changes to Home Energy Group’s original Installation;

• incorrect settings introduced by that contractor; or

• warranty consequences arising from the contractor’s actions.

30.5 Preserving unaffected cover

Work by another contractor will not automatically invalidate every Home Energy Group obligation or guarantee.

Any exclusion will be limited to the part of the system or issue affected by that contractor’s work.

30.6 Unauthorised software and controls

Home Energy Group is not responsible for a fault caused by:

• unofficial firmware;

• third-party control software;

• an unofficial application programming interface;

• Home Assistant or another home-automation platform;

• altered communications equipment;

• unauthorised remote control;

• malware;

• unsupported tariff-control software; or

• another integration not approved by the manufacturer.

30.7 Removal for diagnosis

HEG may reasonably require an unapproved integration or setting to be disabled where necessary to diagnose the reported issue safely. We will explain why, offer proportionate alternatives where available and identify any proposed charge beforehand. Such a requirement will not be used to avoid an unrelated statutory remedy or delay an urgent safety or essential-service response. Responsibility for any necessary cost depends on the cause and the applicable Contract and law.

30.8 Tampering and security labels

The Customer must not remove or interfere with:

• serial-number labels;

• safety labels;

• seals;

• anti-tamper devices;

• product-identification marks; or

• commissioning records.

This clause does not prevent lawful repair or inspection by a competent person, but interference that prevents identification or diagnosis may affect a claim.

30.9 Failure to maintain

A guarantee claim may be declined to the extent that the issue was caused by a failure to carry out maintenance that:

• was reasonably necessary;

• was clearly disclosed;

• was required by the manufacturer; and

• the Customer could reasonably have arranged.

30.10 Environmental conditions

The Customer is responsible for ensuring that equipment areas remain broadly consistent with the conditions identified during the Survey and required by the manufacturer.

Home Energy Group is not responsible for damage caused by later changes including:

• water ingress unrelated to our work;

• flooding;

• condensation caused by altered ventilation;

• excessive dust;

• chemical contamination;

• excessive heat;

• freezing;

• building works;

• storage of inappropriate materials; or

• restricted airflow.

30.11 Grid and supply conditions

Renewable-energy Products may respond to abnormal Grid conditions by:

• reducing power;

• disconnecting;

• displaying a fault;

• entering standby; or

• stopping export.

Home Energy Group is not responsible for Grid voltage, frequency, outages or network quality that it does not control.

We will provide reasonable assistance in identifying whether the matter should be referred to the DNO or electricity supplier.

30.12 Energy-supplier equipment

Home Energy Group is not responsible for faults in:

• the electricity meter;

• smart-meter communications;

• meter tails owned or controlled by the supplier;

• supplier tariff systems;

• export registration;

• billing systems; or

• another item controlled by the energy supplier or network operator.

30.13 Consumable and service items

Normal servicing and consumables not included in a guarantee may be chargeable, including filters, treatment fluids, control batteries, cleaning and routine replacement items. A component is not automatically excluded merely because it is called a consumable: premature failure, defective materials or workmanship and statutory remedies will be assessed on their merits. Chargeable work will be quoted before it is carried out.

30.14 Cosmetic issues

A minor cosmetic difference will not ordinarily constitute a defect where it does not materially affect:

• safety;

• operation;

• durability;

• value;

• weather resistance; or

• the appearance reasonably expected from the agreed specification.

This does not permit the supply of visibly damaged or materially misdescribed Products.

31. Property damage and remedial work

31.1 Duty of care

Home Energy Group will take reasonable care to avoid unnecessary damage to the Installation Address and the Customer’s belongings.

31.2 Reporting damage

The Customer should report alleged damage as soon as reasonably possible after discovering it.

The report should include, where available:

• photographs;

• the location;

• the date discovered;

• a description of the damage;

• why the Customer believes it relates to Home Energy Group’s work; and

• any urgent action already taken.

A delay in reporting will not automatically defeat a claim, but it may make investigation more difficult.

31.3 Opportunity to inspect

Except in an emergency, the Customer should give Home Energy Group a reasonable opportunity to inspect alleged damage before appointing another contractor to carry out permanent remedial work.

31.4 Emergency action

The Customer may take reasonable urgent action where necessary to:

• protect people;

• make the property safe;

• prevent substantial further damage; or

• restore an essential service.

The Customer should retain reasonable evidence and invoices relating to any emergency work.

31.5 Home Energy Group responsibility

Where Home Energy Group has caused damage through a failure to exercise reasonable care and skill, we will provide an appropriate remedy.

Depending upon the circumstances, this may include:

• arranging repair;

• paying a reasonable repair cost;

• replacing the damaged item;

• making an appropriate financial contribution; or

• another remedy agreed with the Customer.

31.6 Standard of repair

A repair will aim to restore the affected area to a reasonable condition, taking account of:

• its age;

• previous condition;

• available matching materials;

• ordinary wear;

• the nature of the Installation; and

• the extent of damage caused.

Home Energy Group is not required to replace an entire undamaged area solely because an exact match to aged materials is no longer available, unless that is the only reasonable remedy.

31.7 Pre-existing damage

Home Energy Group is not responsible for damage or deterioration that existed before its work began.

Where practical, photographs taken during the Survey or Installation may be used to establish the property’s prior condition.

31.8 Fragile materials

Some older or fragile materials may crack or deteriorate during otherwise careful work.

Where a higher risk is reasonably identifiable, Home Energy Group will explain it before proceeding where practicable.

Any responsibility will depend upon whether Home Energy Group exercised reasonable care and whether the damage was reasonably avoidable.

31.9 Roof tiles and coverings

Roof work may occasionally require replacement of tiles or coverings that are:

• already damaged;

• brittle;

• poorly fixed;

• unavailable in an exact match; or

• unsuitable for safe refitting.

Home Energy Group will take reasonable care and will explain any material additional work required.

31.10 Decorative finishes

Unless expressly included, Home Energy Group’s making-good obligation does not include complete decoration or exact colour matching beyond the area directly affected by its work.

31.11 Customer-appointed repair

Home Energy Group will not automatically be responsible for the cost of a contractor appointed by the Customer without first being given a reasonable opportunity to investigate and remedy the issue.

This does not apply where:

• urgent action was reasonably required;

• Home Energy Group refused to act;

• Home Energy Group failed to respond within a reasonable period; or

• the Customer was otherwise legally entitled to arrange the remedy.

31.12 Betterment

A remedy should not ordinarily place either party in a materially better position than if the damage had not occurred.

Where a repair necessarily replaces an old item with a substantially improved new item, a reasonable allowance for betterment may be considered where legally appropriate.

This clause will not be used to reduce a statutory remedy unfairly.

32. Liability

32.1 Liability that is not excluded

Nothing in the Contract excludes or limits Home Energy Group’s liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation;

• breach of statutory rights concerning the title to Goods;

• defective Products or Services where liability cannot legally be excluded;

• deliberate misconduct; or

• any other liability that cannot lawfully be excluded or limited.

32.2 Reasonably foreseeable loss

Where Home Energy Group breaches the Contract, it will be responsible for loss or damage that is a reasonably foreseeable result of that breach.

Loss is foreseeable where:

• it was an obvious consequence of the breach; or

• both parties knew, when the Contract was formed, that the loss might occur.

32.3 Domestic use

These consumer Terms & Conditions are intended for Customers purchasing Products and Services mainly for domestic and private use.

Home Energy Group is not ordinarily responsible under these consumer terms for:

• business interruption;

• loss of business;

• loss of commercial opportunity;

• loss of commercial revenue;

• loss of business data; or

• another purely commercial loss.

This exclusion will not apply where the relevant business purpose and risk were expressly disclosed and accepted as part of the Contract.

32.4 Energy savings and income

Estimated energy savings, export income, tariff benefits and returns are projections rather than guaranteed financial outcomes.

Home Energy Group will not be responsible merely because actual savings or income are lower than estimated where the system:

• has been properly designed;

• has been correctly installed;

• is operating in accordance with its specification; and

• the difference results from weather, Customer use, tariff changes or another variable outside Home Energy Group’s control.

32.5 Loss caused by Customer action

Home Energy Group will not be responsible for loss or damage caused or increased by:

• inaccurate Customer information;

• Customer misuse;

• failure to follow instructions;

• failure to take reasonable action after a warning;

• unauthorised alterations;

• interference by another contractor;

• unsuitable property conditions concealed from Home Energy Group; or

• failure to maintain the system.

32.6 Shared responsibility

Where both Home Energy Group and the Customer contributed to a loss, responsibility will be assessed fairly according to the extent that each party’s act or omission caused the loss.

32.7 Third-party decisions

HEG does not control independent decisions by a DNO, authority, supplier, manufacturer, insurer, finance provider or property owner. HEG remains responsible for its own contractual and statutory obligations, including competent advice and administration, agreed goods or features, grant applications within its scope and necessary consumer remedies. An independent refusal is not an automatic basis to impose the resulting cost on the Customer.

32.8 Third-party service failures

HEG does not operate independent broadband, mobile networks, energy tariffs, smart-meter systems or manufacturer cloud platforms. It is not responsible merely because such a service independently fails or changes. HEG remains responsible for an agreed essential feature, binding description, competent integration and any remedy required by consumer law. This exclusion does not override a statutory offline-charging or supplier-interoperability requirement for covered EV equipment.

32.9 Customer’s duty to reduce loss

A Customer who becomes aware of a fault, leak, warning or other problem should take reasonable steps to prevent avoidable further loss.

That may include:

• reporting the issue;

• following safe isolation instructions;

• stopping use of unsafe equipment;

• protecting the affected area; or

• permitting reasonable access.

The Customer will not be required to perform work that would be unsafe or beyond their competence.

32.10 Insurance

The Customer remains responsible for maintaining appropriate buildings, contents and other property insurance.

The Customer should notify their insurer of the Installation where required by the insurance policy.

32.11 No general liability cap

These Terms impose no general financial cap on HEG's liability to a consumer. The rules on foreseeability, causation, mitigation and non-recoverable losses apply only as permitted by law. No separate Contract document may exclude or limit a liability, remedy or statutory right that cannot lawfully be restricted or introduce an unfair limitation.

32.12 No exclusion for poor workmanship

Nothing in this Section permits Home Energy Group to avoid responsibility for Services not performed with reasonable care and skill.

33. Events outside reasonable control

33.1 Meaning

An event outside reasonable control is an event that Home Energy Group could not reasonably prevent or overcome.

It may include:

• severe weather;

• flooding;

• fire;

• epidemic or pandemic;

• war;

• terrorism;

• civil disorder;

• industrial action not limited to Home Energy Group’s own workforce;

• transport or shipping disruption;

• port closure;

• import or export restriction;

• government action;

• legal or regulatory change;

• widespread Product shortage;

• manufacturer recall;

• utility failure;

• DNO restriction;

• cyberattack;

• failure of essential communications infrastructure;

• serious accident;

• natural disaster; or

• another comparable event outside reasonable control.

33.2 Notification

Where such an event materially affects the Contract, Home Energy Group will notify the Customer within a reasonable period and explain:

• the nature of the impact;

• any expected delay;

• steps being taken; and

• any available alternative.

33.3 Temporary suspension

Home Energy Group’s affected obligations will be suspended for the period during which performance is prevented by the event.

We will take reasonable steps to:

• reduce the disruption;

• protect the Customer’s property;

• source reasonable alternatives;

• resume work; and

• keep the Customer informed.

33.4 Customer payment obligations

The Customer will not be required to pay for Products or Services that Home Energy Group does not provide.

An event outside reasonable control does not remove payment obligations for Products or Services already properly supplied.

33.5 Extended event

If an event prevents a material part of the Contract for more than 60 days, either party may end the affected work by notice, subject to any earlier statutory or contractual termination right. We will first discuss reasonable alternatives where practicable. The Customer is not required to wait 60 days if the law permits earlier termination, and any right to end an interdependent whole project remains available.

33.6 Financial consequences

Where affected work ends, HEG will refund payments for unsupplied Products or Services without undue delay and within applicable deadlines. Payment for work already supplied, any unusable interdependent elements and genuinely unavoidable commitments will be assessed under the applicable law and Code; there is no automatic charge simply because a commitment exists. HEG will not impose a penalty or retain funds contrary to a statutory or RECC full-refund right.

33.7 Existing statutory rights

Nothing in this Section removes a right the Customer has where performance becomes impossible, excessively delayed or fundamentally different from what was agreed.

34. Suspension of work

34.1 Home Energy Group’s right to suspend

Home Energy Group may temporarily suspend the Services where reasonably necessary because:

• continuing would be unsafe;

• the property is inaccessible;

• the Customer has not supplied required information;

• a required approval is missing;

• an undisputed payment is overdue;

• another contractor’s work prevents progress;

• concealed conditions require investigation;

• the Customer requests a material change;

• Products are unavailable;

• an event outside reasonable control occurs;

• abusive or threatening behaviour occurs; or

• continuing would breach a law, standard or manufacturer requirement.

34.2 Notice of suspension

Home Energy Group will explain:

• why work is being suspended;

• what needs to happen before it can resume;

• any likely effect on dates; and

• any potential reasonable additional cost.

Immediate notice may be given verbally where urgent safety action is required, followed by written confirmation where appropriate.

34.3 Customer opportunity to remedy

Where the suspension results from a Customer breach that can be corrected, Home Energy Group will normally give the Customer a reasonable opportunity to remedy it.

34.4 Consequences of suspension

During a suspension:

• installation dates may need to be rearranged;

• reserved labour may be allocated elsewhere;

• Products may need to be stored;

• scaffolding may remain in place or require removal;

• supplier availability may change; and

• reasonable additional costs may arise.

Any Customer charge must reflect reasonable loss or cost directly caused by the Customer’s breach or delay.

34.5 Suspension over disputed payment

Home Energy Group will not suspend essential remedial work solely because the Customer has withheld a reasonable and proportionate amount relating to a genuine dispute.

The Customer should pay any undisputed amount.

34.6 Resumption

Home Energy Group will resume performance within a reasonable time after the reason for suspension has been resolved, subject to:

• installation capacity;

• engineer availability;

• Product availability;

• weather; and

• any necessary revised programme.

35. Termination by HEG

35.1 Termination after Contract formation

Home Energy Group may end all or part of the Contract only where there is a genuine and substantial reason.

35.2 Grounds for termination

HEG may terminate only on a specific, lawful and substantial basis, such as a serious unremedied Customer breach, repeated refusal of safe access, a substantial unpaid undisputed debt, materially false information, violence or serious safety risk, or genuine impossibility of lawful performance after reasonable alternatives are considered. Technical unsuitability, refused permission or unavailable Products will be handled through the applicable survey, Variation and refund provisions. HEG will not terminate merely because it dislikes the agreed price, could make more profit elsewhere or wishes to avoid a remedy for its own breach.

35.3 Minor breach

Home Energy Group will not terminate the Contract for a trivial or technical breach where a proportionate alternative is available.

35.4 Notice

Except where immediate termination is reasonably necessary because of serious safety, fraud, violence or illegality, Home Energy Group will give the Customer:

• written notice;

• the reason for proposed termination; and

• a reasonable opportunity to remedy a remediable breach.

35.5 Refunds and amounts due

On termination, the Customer will receive all refunds and remedies legally due. HEG may recover only amounts lawfully payable for properly supplied work or a Customer breach, taking account of benefit received, mitigation and any interdependence of the installation. The full-refund protection in clause 6.10 and statutory remedies take priority. Any deduction will be itemised, proportionate and evidenced; unused payments will be refunded without undue delay and within applicable deadlines.

35.6 Termination caused by Home Energy Group

Where the Contract ends because Home Energy Group is in material breach, the Customer retains all remedies available under consumer law.

35.7 Removal of temporary equipment

Following termination, Home Energy Group may arrange reasonable removal of:

• unused Products belonging to Home Energy Group;

• tools;

• waste;

• temporary protection;

• access equipment; and

• scaffolding.

Access must be arranged reasonably with the Customer.

36. Termination by the Customer

36.1 Statutory and contractual rights

The Customer may end the Contract where entitled under:

• statutory cancellation rights;

• the Consumer Rights Act 2015;

• these Terms & Conditions;

• the Renewable Energy Consumer Code; or

• another applicable law.

36.2 Material breach

The Customer may end the Contract where Home Energy Group commits a material breach and:

• the breach cannot be remedied; or

• Home Energy Group fails to remedy it within a reasonable period after being asked to do so.

36.3 Excessive delay

The Customer may have the right to end the Contract where:

• Home Energy Group fails to complete within an agreed Critical Completion Date;

• Home Energy Group fails to perform within an additional reasonable period required by the Customer; or

• delay becomes so significant that the Customer is legally entitled to treat the Contract as ended.

36.4 Rejected material Variation

The Customer may end the affected part of the Contract without penalty where Home Energy Group proposes a significant change that:

• the Customer does not accept; and

• means the original scope cannot reasonably proceed.

36.5 Unsafe or non-compliant work

Nothing requires the Customer to permit work to continue where there is a reasonable and immediate concern that it is unsafe or unlawful.

The Customer should notify Home Energy Group promptly and allow a reasonable opportunity to investigate where appropriate.

36.6 Notice

The Customer should notify Home Energy Group clearly in writing when exercising a right to terminate and should explain the reason.

Failure to use the word “terminate” will not invalidate a notice that clearly communicates the Customer’s decision.

36.7 Consequences

The consequences depend on the legal basis for ending the Contract, goods and Services supplied, their conformity and usability, payments made and the Customer's remedies. HEG will refund amounts legally due without undue delay and within the applicable deadline. A lawful cooling-off or RECC full-refund cancellation will not be converted into a chargeable cancellation merely because HEG has already committed expenditure.

36.8 Return or collection of Products

Where Products must be returned or collected, the parties will agree reasonable arrangements that comply with applicable consumer law.

37. Complaints

37.1 Commitment

HEG will record, investigate and seek to resolve complaints fairly, promptly and accessibly. Our process does not remove a statutory right, require unsafe Customer action or make a manufacturer decision a prerequisite to a remedy. The complaint-handling commitments in this section apply to our consumer installations; applicable legal and consumer-code requirements take priority if more favourable.

37.2 Raising a complaint

The Customer may submit a complaint using:

Email: hello@hegrenewables.co.uk

Post: 34 Bracken Bank Crescent, Keighley, United Kingdom, BD22 7AX

Telephone: 01535 210050

The Customer should provide, where available:

• their name;

• Installation Address;

• Contract or quotation reference;

• contact details;

• a clear description of the concern;

• relevant dates;

• the resolution sought; and

• supporting photographs or documents.

37.3 Accessibility

Home Energy Group will make reasonable adjustments to the complaints process for a Customer with a disability, communication need or other relevant vulnerability.

37.4 Acknowledgment

HEG will acknowledge a complaint promptly, normally within two working days, identify the handler and explain the next step. This acknowledgment target does not postpone an urgent inspection or action required within 24 hours under clause 37.5. A complaint received through telephone or another accessible method will be recorded and not rejected merely because a particular form was not used.

37.5 Investigation

HEG will investigate the Contract, records, technical evidence and requested resolution and report findings clearly to the Customer in writing within 10 working days of notification. Where appropriate, we will arrange inspection within five working days, and within 24 hours where the Customer is without heating or hot water because of the situation giving rise to the complaint. These are inspection requirements, not an unconditional promise of a completed repair within those periods. HEG will nevertheless provide any repair or other remedy within the time and standard the Contract, consumer law or applicable Code requires.

37.6 Customer cooperation

The Customer must provide reasonable cooperation, including access and information, where necessary to investigate the complaint.

A lack of access or information may limit what Home Energy Group can determine.

37.7 Keeping the Customer informed

If further work or technical assessment remains necessary, HEG will explain what has been established, the outstanding steps and expected timing, and provide appropriate progress updates. We will not use a general final-response period to delay the findings, inspection or remedial action required by clause 37.5 or law.

37.8 Proposed resolution

Where Home Energy Group accepts that corrective action is required, the proposed resolution may include:

• an explanation;

• an apology;

• correction of records;

• technical support;

• repair;

• replacement;

• completion of outstanding work;

• a price reduction;

• reimbursement;

• compensation where appropriate; or

• another fair remedy.

37.9 Final response

At the end of the investigation, HEG will issue a durable written final response explaining the complaint, evidence, findings, whether something went wrong, its effect and proposed action. It will state that the internal process is complete and identify the applicable independent escalation route. We will not require a Customer with a RECC-covered complaint to wait eight weeks before a referral that the current Code permits. Where investigation has not resolved the matter within the applicable process, HEG will explain the available referral without obstructing it.

37.10 No loss of rights

Using Home Energy Group’s complaints procedure does not remove the Customer’s statutory rights.

38. Alternative dispute resolution

38.1 Internal resolution first

The Customer should give HEG a reasonable opportunity to investigate and provide a remedy, except where urgency or the law permits another course. This is not a condition that removes a statutory rejection, refund, damages or court right. HEG will comply with any obligation under the applicable consumer code to attempt its dispute process before taking court action against the Customer.

38.2 Renewable Energy Consumer Code

For installations covered by our RECC membership, HEG will follow the current RECC dispute-resolution process and cooperate with the appointed service. The current appointed ADR provider is Green Homes Dispute Resolution. We will supply current contact/referral information in the final response and where required before contracting. Information is also available at https://www.recc.org.uk/consumers. If the appointed provider or process lawfully changes, the applicable successor process will be explained without reducing mandatory rights.

38.3 Mediation or conciliation

An applicable dispute-resolution service may offer:

• independent complaint review;

• conciliation;

• mediation;

• expert assessment;

• adjudication;

• arbitration; or

• another resolution procedure.

The procedure available will depend upon the relevant scheme rules.

38.4 Other schemes

For EV-only work or other work outside RECC's scope, HEG will identify the applicable consumer-code and independent dispute arrangements, if any, in pre-contract information and the final response. Where legally required, we will identify an appropriate certified or accredited ADR entity and state whether HEG is obliged or willing to participate. Finance or insurance complaints may have separate provider and Financial Ombudsman routes where jurisdiction applies; the Energy Ombudsman is relevant only where the complaint falls within its jurisdiction. HEG will not suggest a body can adjudicate a complaint outside its scope.

38.5 Court rights

Alternative dispute resolution does not prevent the Customer from using the courts where legally entitled to do so.

Home Energy Group will not use these Terms to create an unreasonable barrier to legal proceedings.

38.6 Costs

Each dispute-resolution scheme will determine whether:

• the service is free to the Customer;

• a fee applies;

• an award is binding;

• legal representation is required; and

• costs may be recovered.

Home Energy Group will provide available information but does not control an independent scheme’s rules.

39. Data protection and privacy

39.1 Personal information

Home Energy Group will process personal information in accordance with applicable data-protection law and its current Privacy Notice.

39.2 Information collected

Depending upon the Customer relationship, information may include:

• name;

• address;

• contact details;

• property information;

• energy consumption;

• electricity bills;

• financial or payment information;

• finance-application information;

• identification information;

• survey photographs;

• recordings of communications;

• system serial numbers;

• monitoring data;

• location information;

• complaint records; and

• technical support information.

39.3 Reasons for processing

Information may be processed to:

• prepare a Quotation;

• assess suitability;

• form and administer the Contract;

• carry out a Survey;

• design the system;

• deliver and install Products;

• process payment;

• complete certification;

• make DNO applications;

• register warranties;

• arrange insurance-backed protection;

• provide support;

• investigate faults;

• deal with complaints;

• meet legal obligations;

• prevent fraud;

• protect health and safety; and

• manage Home Energy Group’s legitimate business operations.

39.4 Sharing information

Home Energy Group may share relevant information with:

• installers and subcontractors;

• manufacturers;

• distributors;

• wholesalers;

• DNOs;

• MCS;

• RECC;

• TrustMark;

• NICEIC or another certification body;

• insurance providers;

• finance providers;

• delivery and scaffolding contractors;

• software and CRM providers;

• professional advisers;

• regulators;

• law-enforcement bodies; and

• another party reasonably involved in delivering or protecting the Contract.

Only information reasonably required for the relevant purpose should be shared.

39.5 Manufacturer and cloud services

Monitoring systems may transmit data to servers operated by a manufacturer or cloud-service provider.

That provider may process information under its own privacy notice and account terms.

39.6 International transfers

Some manufacturers or service providers may process information outside the United Kingdom.

Where Home Energy Group is responsible for the transfer, it will use an appropriate lawful safeguard where required.

39.7 Technical monitoring

Where remote monitoring is enabled, technical information may be used to:

• view system status;

• diagnose faults;

• alter authorised settings;

• identify performance issues;

• install updates;

• process warranty claims; and

• maintain service records.

39.8 Recordings

Telephone calls or video interactions may be recorded for:

• training;

• quality assurance;

• evidence of instructions;

• complaint handling;

• fraud prevention; and

• legal compliance.

Where required, the Customer will be informed that recording is taking place.

39.9 Marketing

Home Energy Group will send electronic marketing only where it has an appropriate lawful basis.

The Customer may withdraw marketing consent or object to direct marketing at any time.

Service messages relating to the Contract are not marketing and may still be sent where necessary.

39.10 Customer rights

Subject to applicable law, the Customer may have rights to:

• access personal information;

• correct inaccurate information;

• request deletion;

• restrict processing;

• object to processing;

• receive portable information;

• withdraw consent; and

• complain to the Information Commissioner’s Office.

39.11 Privacy Notice

Our current Privacy Notice is available at https://heg-renewables.com/privacy-policy. HEG will supply an accessible copy on request. It explains relevant processing, retention, sharing, safeguards and rights and does not change the agreed Products, Services or price. Acceptance of these Terms is not blanket consent to optional marketing or unnecessary personal-data processing.

40. Communications and notices

40.1 Contact details

Each party must provide accurate contact details and notify the other promptly if they change.

40.2 Communication methods

Home Energy Group may communicate by:

• email;

• telephone;

• text message;

• CRM notification;

• customer portal;

• post;

• electronic signature platform; or

• another agreed method.

40.3 Durable records

Important Contract information, Variations, cancellation notices and final complaint responses will be provided in a form that can be retained or reproduced.

40.4 Email delivery

An email will ordinarily be treated as received when it enters the recipient’s email system, provided that the sender does not receive a delivery-failure notice.

This does not prevent a party from showing that the email was not reasonably accessible.

40.5 Postal notices

A notice sent by first-class post will ordinarily be treated as received two Working Days after posting.

A party should retain proof of postage for an important notice.

40.6 Telephone discussions

Home Energy Group may confirm an important telephone discussion in writing.

The Customer should notify Home Energy Group promptly if the written record appears incorrect.

40.7 Change instructions

A significant instruction affecting the Contract should be provided or confirmed in writing.

Home Energy Group may decline to act upon an instruction where it cannot reasonably confirm:

• the Customer’s identity;

• the instruction’s meaning;

• the Customer’s authority; or

• the technical consequences.

40.8 Joint Customers

For joint Customers, HEG may accept routine administrative instructions from either named Customer. Material changes, refund-account changes or disclosure of private information may require reasonable authority checks or agreement of affected parties. HEG will not use this clause to defeat or delay an otherwise valid statutory cancellation notice by a contracting Customer. Any necessary clarification will be sought promptly without changing the legal effect of timely notice.

40.9 Authorised representative

The Customer may authorise another adult to communicate with Home Energy Group.

Home Energy Group may ask for written authority before disclosing personal information or accepting a material instruction.

40.10 Emergency contact

The Customer must provide a telephone number that Home Energy Group may use for urgent safety, access or installation matters.

41. Assignment and subcontracting

41.1 Subcontracting

Home Energy Group may appoint competent subcontractors to perform parts of the Services.

Subcontracting does not remove Home Energy Group’s contractual responsibility for work forming part of its Agreement with the Customer.

41.2 Assignment by Home Energy Group

Home Energy Group will not transfer the Contract in a way that materially reduces the Customer’s rights without:

• the Customer’s consent; or

• another lawful basis that provides equivalent protection.

41.3 Business reorganisation

Home Energy Group may transfer administrative responsibilities to another company within the same ownership or corporate group, provided that:

• the Customer’s substantive rights are not reduced;

• the Customer is informed where appropriate; and

• data protection requirements are followed.

41.4 Assignment by the Customer

The Customer may not transfer the outstanding Contract to another person without Home Energy Group’s written agreement.

This does not prevent:

• transfer of applicable warranties after completion;

• transfer following sale of the property;

• rights passing by law; or

• another transfer that Home Energy Group cannot reasonably refuse.

41.5 Property sale before installation

If the Customer sells or agrees to sell the Installation Address before completion, they must notify Home Energy Group immediately.

The parties will discuss whether to:

• continue before completion of the sale;

• transfer the project to the buyer;

• postpone;

• amend the Contract; or

• cancel.

Any transfer requires the new owner’s acceptance and Home Energy Group’s reasonable approval.

42. Intellectual property and document use

42.1 Home Energy Group documents

Home Energy Group retains intellectual-property rights in materials it creates, including:

• bespoke drawings;

• technical designs;

• calculation formats;

• quotation layouts;

• reports;

• photographs;

• training material;

• manuals;

• CRM content; and

• written guidance.

42.2 Customer licence

The Customer has a licence to retain, reproduce and use project-specific documents for operating, maintaining, inspecting and repairing the system, warranty and regulatory purposes, obtaining future-work quotations, selling the property and other reasonable private purposes. Access to or use of necessary operating, safety, certification and handover documents is not conditional on full payment. This licence does not authorise unrelated commercial exploitation of HEG's branding or standard proprietary materials.

42.3 Third-party use

The Customer may provide project documents to:

• a subsequent property owner;

• a competent contractor;

• an insurer;

• a lender;

• a surveyor;

• a solicitor;

• a regulator; or

• another person with a legitimate need.

42.4 Commercial reproduction

The Customer must not reproduce or commercially exploit Home Energy Group’s standard documentation, branding or proprietary material for an unrelated business purpose without permission.

42.5 Manufacturer material

Manufacturer manuals, software, photographs, logos and product literature remain subject to the manufacturer’s intellectual-property rights.

43. Confidential information

43.1 Customer information

Home Energy Group will treat non-public Customer information in accordance with its data-protection and confidentiality obligations.

43.2 Home Energy Group information

The Customer may receive information relating to:

• wholesale pricing;

• supplier arrangements;

• internal costings;

• commercial margins;

• technical processes;

• software access;

• installer credentials; or

• other confidential business information.

The Customer must not misuse confidential information obtained accidentally or through restricted access.

43.3 Customer explanation rights

Nothing in this Section prevents the Customer from requesting a reasonable explanation of:

• a price change;

• cancellation charge;

• Variation;

• invoice;

• warranty decision; or

• another matter affecting their rights.

Home Energy Group may explain the calculation without disclosing unrelated confidential supplier terms or internal margins.

43.4 Legal disclosure

Either party may disclose confidential information where reasonably required by:

• law;

• a court;

• a regulator;

• an ombudsman;

• an ADR provider;

• an insurer;

• a professional adviser; or

• the proper enforcement of legal rights.

44. Third-party rights

44.1 General rule

Except where these Terms expressly state otherwise, a person who is not a party to the Contract does not have a right to enforce it under the Contracts (Rights of Third Parties) Act 1999.

44.2 Permitted beneficiaries

This does not prevent rights arising under:

• a manufacturer guarantee;

• an insurance-backed guarantee;

• a finance agreement;

• a transferred workmanship guarantee;

• a statutory protection; or

• another separate agreement.

44.3 Variation without third-party consent

The parties may vary or end the Contract without the consent of a third party unless that third party has a separate legal right preventing them from doing so.

45. Severability

45.1 Invalid term

If a court or competent authority determines that part of the Contract is invalid, unlawful or unenforceable, the remaining terms will continue to apply where legally possible.

45.2 Narrow interpretation

A lawful interpretation will be applied where genuinely available. HEG will not rely on this clause to rewrite an unfair term in its favour or deprive the Customer of the meaning or protection consumer law requires. Ambiguous consumer wording will be interpreted in accordance with section 69 of the Consumer Rights Act 2015.

45.3 Replacement

An unenforceable provision will not bind the Customer where the law so provides. The remaining Contract continues only to the extent lawful and capable of doing so. Any replacement requiring agreement will be discussed and expressly agreed; HEG cannot impose a substitute term that reduces a statutory right.

46. Waiver

46.1 Delay in enforcement

If either party delays exercising a right, this does not automatically mean that the right has been waived.

46.2 Single waiver

A decision not to enforce a right on one occasion does not prevent it being enforced later.

46.3 Written waiver

A material waiver should be confirmed in writing.

This Section will not permit either party to act unfairly where the other has reasonably relied upon a clear representation or course of conduct.

47. Changes to these Terms

47.1 Contract version

The version supplied before Order Acceptance will apply to the Customer’s Contract.

47.2 Website updates

Home Energy Group may update the website version of these Terms for future Contracts because of:

• legal changes;

• regulatory updates;

• accreditation requirements;

• changes to Products or Services;

• operational improvements; or

• clarification.

47.3 Existing Contracts

An update published after Contract formation will not automatically alter an existing Contract.

47.4 Agreed amendments

An existing Contract may be materially amended only through an agreed Variation or a specifically applicable legal requirement or other lawful agreed mechanism. A minor administrative correction may be made only if it does not disadvantage the Customer. A website update, later warranty wording or new standard pricing does not change existing commitments.

47.5 Version control

Home Energy Group will maintain reasonable version control showing:

• the version number;

• effective date;

• document owner; and

• review date.

A copy of the version applying to a particular Contract will be retained with the Customer’s Contract record.

48. Entire agreement and reliance on information

48.1 Contract documents

The Contract comprises the documents identified in Section 2 and Section 3.

48.2 Important statements

Where the Customer relies upon a specific statement or promise that is important to the purchase, the Customer should ask for it to be recorded in writing before Order Acceptance.

48.3 Sales discussions

HEG is responsible for oral or written statements made by or on its behalf that consumer law makes binding. The Customer is encouraged to record important promises in the Contract documents, but failure to repeat a binding promise does not remove it. Any change requiring express agreement must be agreed expressly; a general entire-agreement provision is not that agreement.

48.4 Customer information

The Customer confirms that information supplied to Home Energy Group is accurate to the best of their knowledge.

48.5 Fraud and misrepresentation

Nothing excludes liability for fraud or fraudulent misrepresentation.

49. Governing law and courts

49.1 Governing law

The Contract is governed by the law of England and Wales, subject to the mandatory protections that apply to the Customer in their part of the United Kingdom. This choice does not deprive a consumer in Scotland or Northern Ireland of a mandatory protection or remedy applicable to them.

49.2 Customer residence

A Customer living in Scotland or Northern Ireland may also benefit from mandatory consumer protections applying in their part of the United Kingdom.

49.3 Courts

Proceedings may be brought in the courts permitted by applicable law. A consumer may bring proceedings in the part of the United Kingdom in which they live where legally entitled to do so. HEG will not rely on these Terms to require exclusive use of an English court or prevent a competent Scottish or Northern Irish court from hearing the dispute. Any proceedings brought by HEG must respect the rules protecting consumer defendants.

49.4 Alternative dispute resolution

The Customer is encouraged to use the appropriate complaints and dispute process, but does not lose a statutory right to the courts. HEG's own duty to attempt a required consumer-code process before suing a Customer remains applicable under clause 38.1.

Customer acknowledgments

Before the Customer becomes bound, HEG will supply the required pre-contract information, including the Quotation, these Terms, cancellation information and form, payment arrangements, principal guarantee conditions, applicable protection and complaints information, and the design information required at that stage. The final property-specific design will be approved before installation, and any material change handled under the Contract and applicable Code.

The Customer may be asked to confirm receipt and understanding of the relevant information, including that estimates are not guaranteed savings, batteries do not provide outage backup unless included, network and optional cloud services have independent dependencies, and HEG's workmanship warranty is five years. Any early-start request must be separate and express. An acknowledgment is not a waiver of statutory rights, a substitute for information HEG must supply or permission to impose an unagreed charge.

Contact information

Home Energy Group Ltd

Company number: 12155055

Registered office: 34 Bracken Bank Crescent, Keighley BD22 7AX, United Kingdom

Trading address: Unit 4B, Parkway House, Keighley BD21 5LD

Telephone: 01535 210050

General, complaints and cancellation email: hello@hegrenewables.co.uk

Technical support email: support@hegrenewables.co.uk

Website: https://heg-renewables.com

Current office and support hours are published or supplied by HEG. Office opening hours do not shorten a cancellation deadline or remove an urgent inspection, safety or other mandatory response requirement. Cancellation may be sent to either HEG address above.

Schedule 1 — Cancellation information

Your right to cancel

You may cancel an ordinary distance or off-premises sales Contract for goods, including goods supplied with installation services, without giving a reason from Contract formation until the end of 14 days after the day you or your nominated recipient, other than the carrier, receives the goods. For multiple goods delivered separately, use the day the last goods are received. For multiple lots or pieces, use receipt of the last lot or piece. For a regular-delivery contract over a defined period, use receipt of the first goods.

For a separate services-only Contract to which statutory cancellation applies, the period ends 14 days after the day the Contract is made. In other consumer sales circumstances, HEG provides at least 14 days after signature and, if acceptance is later, at least 14 days after Contract formation. A longer or more favourable applicable legal or consumer-code right takes priority. Your project information will identify the applicable rule. Missing legally required cancellation information can extend the period as explained in clause 18.10.

HEG's order acceptance, procurement or an early-start request does not shorten a goods-delivery-based cancellation period. This notice is not a blanket waiver of any cancellation right.

How to cancel

Tell HEG clearly that you have decided to cancel. You may email hello@hegrenewables.co.uk, telephone 01535 210050, or write to either Home Energy Group Ltd, Unit 4B, Parkway House, Keighley BD21 5LD, or 34 Bracken Bank Crescent, Keighley BD22 7AX. The form in Schedule 2 is optional. No particular website portal or wording is required.

Sending or communicating your decision before the period ends is sufficient. Retain evidence where possible. If you use an online cancellation facility offered by HEG, we will acknowledge it on a durable medium without delay.

Effects of cancellation and refunds

HEG will reimburse payments due to be refunded without undue delay, normally within 14 days after being informed. Where the law permits and we have not offered to collect the goods, we may wait until we receive the goods or evidence that you have returned them, whichever is earlier. That waiting rule does not apply where we have offered collection.

We will refund the least expensive standard delivery charge offered where required, but need not refund the extra cost of a premium delivery option you expressly chose. Refunds use the original payment method unless you expressly agree otherwise. No refund fee will be charged.

Goods return or collection

Where you must return goods, do so or make them available within the period the regulations require, normally 14 days after cancellation unless HEG has offered collection. The project-specific information will identify any direct return cost you may lawfully have to pay and the cost or a reasonable estimate for goods that cannot normally be returned by post. If legally required cost information was not given, you will not bear that cost where the law prohibits it.

Where an off-premises Contract involves goods delivered to your home at Contract formation that cannot normally be returned by post, HEG will collect them at its expense as required. Fixed electrical or heating equipment must be handled safely by an appropriately competent person; you will not be expected to dismantle it yourself.

A deduction for diminished value is allowed only to the extent legally permitted for handling beyond what is necessary to establish the goods' nature, characteristics and functioning. Such a deduction will not apply where the law prohibits it because cancellation information was not supplied. There is no automatic cooling-off administration, restocking or cancellation penalty. Any removal or making-good charge following expressly requested early installation must have a lawful basis and be properly disclosed; it does not become payable merely because HEG incurs it.

Services begun at your express request

If you expressly request early Services after receiving the necessary information, you may have to pay the lawful proportionate value of Services actually provided up to cancellation. The request and information requirements in clauses 18.6–18.8 apply. For a services-only Contract, the right to cancel a fully performed service may end only where the required prior consent and acknowledgment were obtained.

For a mixed supply-and-installation Contract, completing the service element does not by itself remove the remaining goods cancellation right. An early-start request does not authorise an unagreed charge or remove rights concerning faulty goods or poor workmanship.

Technical survey and design cancellations

Any RECC cancellation and full-refund right under clause 6.10 takes priority over general cancellation-cost provisions. Cancelling because of HEG's breach or exercising another statutory remedy is not a chargeable change-of-mind cancellation merely because work or procurement has begun.

Schedule 2 — Model cancellation form

Complete and send this form only if you wish to cancel. You may use another clear statement instead.

To: Home Energy Group Ltd

34 Bracken Bank Crescent, Keighley BD22 7AX

Email: hello@hegrenewables.co.uk

I/We hereby give notice that I/we cancel my/our Contract for the sale of the following goods and/or the supply of the following service:

Description of goods and/or Services: ____________________________________

Contract or quotation reference, if known: _________________________________

Ordered on / received on, where relevant: _________________________________

Customer name(s): ___________________________________________________

Customer address: ___________________________________________________

Installation Address, if different: _______________________________________

Contact email or telephone, optional: ____________________________________

Customer signature(s), only if this form is sent on paper: _____________________

Date: ______________________________________________________________

Delete or disregard details that do not apply. A missing nonessential reference, optional contact detail or paper signature on an electronic notice does not invalidate an otherwise clear, valid cancellation.

Schedule 3 — Express request to begin Services during the cancellation period

Use this only if you freely wish HEG to begin identified Services before your cancellation period ends. It is separate from ordinary Contract acceptance.

Customer name(s): ___________________________________________________

Installation Address: __________________________________________________

Contract reference: ___________________________________________________

Requested early Services, including any early installation: ____________________

____________________________________________________________________

Requested start date: __________________________________________________

□ I/We expressly request that HEG begin the identified Services before the end of the applicable cancellation period.

I/We confirm that the cancellation and early-service cost information has been supplied. I/We understand that if I/we cancel, I/we may have to pay only the lawful proportionate amount for Services actually provided before cancellation. This does not authorise an unagreed charge, automatically make ordered goods or reserved resources payable, or remove statutory rights concerning Products or Services.

This request does not by itself waive any remaining right to cancel the goods purchase. If the Contract supplies both goods and installation, the two elements will be treated separately as the law requires. Any lawful removal, return or making-good arrangements remain subject to the pre-contract information and section 18.

The following separate box applies only to a services-only Contract and must not be used as a goods-purchase waiver:

□ I/We expressly consent to full performance of the identified services-only Contract during the cancellation period and acknowledge that the right to cancel that services-only Contract will be lost once it is fully performed, provided the legal requirements are met.

Customer signature or recorded electronic confirmation: ______________________

Date: ______________________________________________________________

HEG confirmation that the request is accepted and any applicable arrangements:

____________________________________________________________________

HEG representative and confirmation date: _________________________________

No box may be pre-ticked. HEG will retain the request and confirmation on a durable medium. A request for a preferred date alone is not this separate express request.

Schedule 4 — Heat pumps and associated heating systems

HP1. Application

This schedule applies where HEG supplies, designs or installs a heat pump or associated heating equipment under the Contract. It includes Harnitek air-source heat pumps and HeatBoost radiators where selected. The Quotation and approved design identify the equipment, agreed scope and any technology-specific requirement. A stand-alone radiator or emitter purchase includes only the work agreed for it, but statutory rights and HEG's workmanship warranty still apply to HEG's installation work.

HP2. Property-specific assessment

HEG will carry out or obtain the heat-loss and heating assessments required for a competent design, including room-by-room heat-loss and emitter assessment where required by the applicable standards. HEG will consider relevant construction, insulation, ventilation, local design conditions, space-heating demand, hot-water demand and the proposed controls.

The Customer should supply known building information and disclose proposed extensions, insulation changes, significant occupancy changes or other matters affecting the assessment. HEG remains responsible for reasonable professional checks; the Customer is not required to certify a technical calculation.

HP3. Design information and capacity

Before installation, HEG will provide the approved property-specific design identifying the heat-pump model and capacity, design indoor and outdoor temperatures, design flow temperature, space-heating provision, heat emitters and domestic-hot-water arrangements. The design will explain material assumptions, supplementary heating, expected control operation and any limitation on the intended purpose.

HEG will select the system and components with reasonable care and skill in accordance with applicable standards and the agreed purpose. Any hybrid or partial-coverage arrangement will be expressly explained, including the proportion or scope provided by the heat pump where required. A grant-funded arrangement must also satisfy the relevant scheme rules; an otherwise technically possible hybrid does not imply grant eligibility.

Customer approval accepts the disclosed layout and commercial specification, not responsibility for technical safety, capacity or compliance. A disclaimer about tariffs, occupancy or weather does not excuse an inadequately designed or installed system.

HP4. Emitters and retained equipment

The Quotation or design will identify radiators, HeatBoost emitters, underfloor heating, cylinder, pumps, buffer or volumising equipment, pipework, controls and electrical equipment to be retained, replaced or altered. HEG will assess suitability of retained equipment within its agreed design and integration scope.

Known required emitter or pipework upgrades must be disclosed and priced or clearly allocated before contracting. HEG is not the general guarantor of unrelated old equipment, but cannot disregard an incompatibility it should reasonably identify. Genuinely concealed issues will follow the Survey and Variation provisions, not automatically become a Customer breach.

HP5. Associated work and exclusions

The Contract will state whether the price includes flushing, water treatment, inhibitor or antifreeze, insulation, condensate drainage, frost protection, foundations, lifting, electrical supply work, controls, cylinder installation, removal or lawful disconnection of the former heating system, disposal and making good. Necessary work by others and any Customer facilities must be clearly identified.

HEG will not begin irreversible removal of an existing system without the required permission, agreed sequencing and appropriate consideration of the new installation's readiness. Excluded decorative or building work does not excuse unsafe unfinished work or damage caused by HEG's breach.

HP6. Location, airflow and noise

HEG will assess the unit location, maintenance access, required airflow and clearances, condensate route, frost risk and applicable planning, noise and siting standards. The agreed outdoor-unit position and any material appearance or noise characteristics will be explained before installation.

A heat pump is mechanical equipment and is not promised to be silent. Normal specification-consistent sound or defrost operation does not itself establish a defect. This does not exclude responsibility for avoidable excessive noise, poor siting, inadequate vibration control, negligent installation or a legal nuisance for which HEG is responsible. An authority's independent decision is distinct from HEG's design and compliance obligations.

HP7. Refrigerants and specialist work

Any refrigerant, electrical, unvented-hot-water or other specialist work will be performed by personnel with the competence and qualifications legally required for the particular equipment and task. Requirements depend on the refrigerant and system; a qualification applying to one technology is not assumed to apply identically to every heat pump. Manufacturer safety clearances and requirements, including those for flammable refrigerants where relevant, will be respected.

HP8. HeatBoost and other fan-assisted emitters

Where fan-assisted emitters are supplied, the design and handover will explain the applicable output at the design water temperature, electrical requirements, airflow, controls, normal sound and maintenance. A manufacturer's headline maximum output is not the output at every flow temperature or setting. HEG will select and install emitters suitable for the agreed room heating requirements, rather than relying solely on a maximum rating.

HP9. Interruption and vulnerable occupants

HEG will explain planned heating and hot-water interruption before disconnecting existing services. The Customer must disclose known vulnerability, medical dependence or other critical needs. HEG will discuss reasonable sequencing, temporary arrangements and any agreed cost and keep avoidable disruption to a minimum.

There is no promise of uninterrupted heating throughout necessary installation work unless expressly agreed. That does not excuse unreasonable avoidable interruption, failure to take reasonable care or a required complaint inspection under section 37.

HP10. Commissioning and handover

HEG will perform the required commissioning and verify the operation reasonably needed for the agreed system, including controls, temperatures, circulation and relevant safety checks. It will provide the required commissioning record, design and performance information, certification, operating instructions and warranty information promptly and within applicable deadlines.

The demonstration will cover normal heating and hot-water controls, weather compensation where fitted, supplementary heating, appropriate schedules, safe shutdown, basic checks and support. Mild-weather commissioning does not waive a defect later revealed in colder conditions; suitability at the design conditions must be supported by competent design and appropriate commissioning evidence.

HP11. Energy use and maintenance

Bills and achieved efficiency depend on weather, tariffs, building condition, temperatures, occupancy, hot-water use, control choices and maintenance. Forecasts use disclosed assumptions and are not a guarantee of a particular future bill unless expressly stated. HEG will not make unsubstantiated savings claims or use variability to avoid the agreed heating purpose.

Routine maintenance and any material warranty servicing conditions will be explained before contracting and at handover. Only safe user checks should be performed by the Customer. Specialist servicing, treatment and repairs require an appropriately competent person. The Customer need not buy routine servicing exclusively from HEG unless a lawful, disclosed manufacturer condition requires an authorised provider; unaffected statutory rights remain intact.

HP12. Later changes and faults

The Customer should notify HEG of significant later changes to the building, heat emitters, controls or heating loads before assuming the existing design remains suitable. HEG is not responsible for a reduction caused solely by an unagreed later change, but an unrelated change does not remove cover for HEG's own fault.

Heating or hot-water loss must be reported promptly. HEG will prioritise essential-service issues and meet the investigation, inspection and remedial obligations in sections 25, 29 and 37. Manufacturer parts or approval processes do not remove those obligations.

Schedule 5 — Electric vehicle charging equipment

EV1. Application and equipment

This schedule applies to EV charging equipment and its installation included in the consumer Contract. The Quotation or design will identify manufacturer, model, rating, connector, tethered or untethered arrangement, included cable length, mounting location, cable route and agreed charging functions. It will identify whether any solar-diversion, energy-management or tariff feature is included and relevant compatibility requirements.

These terms do not constitute a business-to-business contract for a public or commercial charging operation. Any such work requires an appropriate separately agreed scope and terms.

EV2. Electrical assessment

HEG will assess available supply capacity, phases, maximum demand, earthing, bonding, existing protective arrangements and the safe connection requirements for the proposed charger. Significant simultaneous loads, including heat pumps, other chargers, storage and generation, will be considered.

The Contract will identify required protective equipment, load management and electrical upgrades. HEG will comply with applicable electrical installation requirements, including the current relevant Wiring Regulations and EV installation guidance. A known supply limitation must be explained, not left as an undisclosed reason for poor performance after installation.

EV3. DNO procedures and reserved equipment

The demand-connection assessment, approval and notification obligations in section 12 apply. HEG will use the current network process, obtain approval before connection where required and complete the required notification. The Customer must disclose known existing or planned significant loads.

Network or supplier upgrades and their charges will be explained and agreed under the Contract. HEG will not alter reserved network or metering equipment without lawful authority or energise contrary to a required approval.

EV4. Charging rates and load management

Actual charging speed depends on the vehicle's onboard charger, supply phases, battery state, available capacity, voltage, controls and load management. A 7 kW, 11 kW, 22 kW or other nominal rating is not a promise of that rate in every circumstance or with every vehicle.

HEG will explain the expected capability and any material limit before contracting. Dynamic control may reduce or pause charging to protect the available supply. Its effect and relevant settings will be demonstrated. This does not excuse incorrect rating information, unsuitable design or failure to deliver an essential agreed charging capability.

EV5. Smart-charge-point regulatory requirements

For a charge point within the Electric Vehicles (Smart Charge Points) Regulations 2021, HEG will meet its applicable seller obligations, supply compliant equipment and provide the required statement of compliance. It will maintain required technical compliance information and sales records and comply with applicable safety and security requirements.

The regulations have a defined territorial and equipment scope: they concern relevant private charge points sold for use in Great Britain and do not apply identically to Northern Ireland sales, public charging, rapid chargers or other excluded categories. HEG will assess which requirements apply rather than making a blanket exemption or coverage assumption.

EV6. Defaults, delays and user control

At commissioning and handover, HEG will explain the relevant default charging hours, randomised-delay function and user controls or overrides. The Customer may accept or change default settings as the applicable regulations and equipment allow. A lawful scheduling delay or load-management pause is not itself a defect, but HEG must not misdescribe it as a vehicle or internet fault to avoid correcting a genuine installation issue.

EV7. Connectivity and supplier changes

The Customer must provide connectivity agreed as necessary for optional remote services. HEG will disclose requirements for accounts, compatible devices, mobile data, subscriptions and any unavoidable ongoing charges before contracting.

For covered equipment, communications loss must not prevent charging where continued charging is required by the smart-charge-point regulations. The required electricity-supplier interoperability must also be preserved. A general disclaimer about cloud platforms does not override these requirements. A specific third-party tariff integration may change independently, but binding compatibility information and essential agreed features remain subject to the Contract and statutory remedies.

EV8. Solar, storage and bidirectional features

Solar diversion, battery coordination, vehicle-to-home, vehicle-to-grid or outage-backup operation is included only if expressly identified and designed for in the Contract. The Customer should not assume an ordinary charger supports bidirectional operation or household backup. HEG will explain vehicle, system, network and tariff dependencies of any included feature and obtain any required approval.

EV9. Positioning and civil work

The Contract will identify the mounting method, cable route, included trenching or other civil work and making-good standard. Parking layout, reach to the vehicle, trip risks and appropriate environmental protection will be considered within HEG's scope.

A cable across a public footway, highway or third-party property is not included without an expressly agreed safe and lawful arrangement and any required consent. The Customer must not improvise an unsafe crossing. This does not remove HEG's responsibility for a safe, competent installation of the work it has agreed.

EV10. Testing and handover

HEG will inspect, test and commission the charging installation as required, verify appropriate operation and provide the required electrical certificate, statement of compliance where applicable and operating information within the applicable deadlines. The Customer will be shown normal charging, scheduling, load management, safe shutdown and support arrangements.

Signing the handover record does not remove rights concerning faults, essential features or statutory non-compliance discovered later.

EV11. Care and faults

The Customer should inspect the cable, connector and unit for visible damage, store the cable appropriately and stop using equipment that appears unsafe. The Customer must not defeat protection, alter installer settings without competent advice or use unsuitable adapters contrary to lawful safety instructions.

HEG will investigate faults and provide the remedies it is responsible for under the Contract, five-year workmanship warranty and law. A different vehicle, setting or internet issue will be distinguished from a defect in HEG's work; an unrelated change will not invalidate unaffected cover.

EV12. Complaints and protection

HEG's complaint-handling commitments in section 37 apply. Pre-contract information and the final response will identify the applicable consumer-code, insurance and independent ADR arrangements, if any. An EV-only installation will not be represented as covered by RECC or another scheme unless that installation is actually within the relevant membership and scheme scope. Statutory consumer rights apply irrespective of scheme membership.

Schedule 6 — Boiler Upgrade Scheme and other funding

BUS1. Scope and eligibility

This schedule applies where the Contract expressly includes a Boiler Upgrade Scheme grant. The scheme applies only to eligible properties, technologies, installers and installations under the rules in force for the application. A nationwide installation service does not mean the scheme is available nationwide; its territorial and other eligibility rules apply.

HEG will undertake the eligibility assessment and installer duties required for its application. The Customer must provide accurate known information, including ownership, property, existing heating and other relevant public funding, and give the required consent. HEG will explain any unresolved eligibility or funding condition before the Customer is bound to the relevant commercial arrangement.

BUS2. Gross price, grant and customer contribution

The Quotation and invoice will clearly state the total eligible project price, the full applicable grant discount and the net contribution payable by the Customer. HEG will pass the full grant value to the property owner as the required upfront discount. Grant amounts are project-specific and will not be assumed from a generic website statement.

HEG will not request or accept the grant value from the Customer pending payment by Ofgem. Delay in receiving the grant does not make that amount an overdue customer debt. The standard payment provisions apply to the net contribution only, subject to lawful withholding and agreed finance arrangements.

BUS3. Application, consent and deadlines

HEG is responsible for its installer account, application, relevant supporting evidence, installation and certification, and voucher redemption as the scheme requires. HEG will identify the relevant project deadlines and act in time to comply. The Customer must complete the official owner-consent step personally where required and respond reasonably to necessary information requests.

HEG will explain the status of the application and any outstanding action. Neither the Customer's consent nor HEG's quotation guarantees that Ofgem will approve an ineligible application, but HEG remains responsible for competent advice and the accuracy and timeliness of its own work.

BUS4. Eligible design and ownership

A BUS-funded design must meet the applicable scheme requirements for capacity, heating provision, technology, commissioning, certification and ownership. A design combining a heat pump with fossil-fuel supplementary heating must not be represented as eligible where the scheme prohibits it.

The property owner will own the qualifying equipment after installation at the time required by the scheme. This takes priority over the general retention-of-title wording. HEG's right to recover a lawful unpaid net contribution remains separate and gives no automatic right to enter, disconnect or remove equipment.

BUS5. Refusal, expiry or changed funding

If funding is refused, expires or materially changes, HEG will notify the Customer promptly, explain the reason and available lawful options, and consider any permissible corrective application. The Customer will not be required to pay a higher contribution through an unagreed Variation.

If the Contract expressly and fairly depended on grant approval, the stated lawful conditional arrangements will apply. Any alternative self-funded project requires the Customer's express agreement. If the funded Contract cannot proceed as agreed, the appropriate cancellation and refund protections will be applied; HEG will not silently turn it into a gross-price debt.

The Customer will not automatically bear lost funding caused by HEG's application error, missed deadline, failure to meet scheme standards or grant-payment delay. Consequences of materially inaccurate Customer information or Customer-caused delay will be assessed on evidence under the Contract, scheme rules and law, with mitigation and no disproportionate penalty.

BUS6. Audit, records and aftercare

HEG and the Customer will cooperate reasonably with a lawful scheme audit or information request within their responsibilities. HEG will retain and provide its required records and use personal information only on an appropriate lawful basis. An audit or grant issue does not remove statutory product, workmanship or complaint rights.

BUS7. Other grants and incentives

Where another grant, incentive or funding programme is expressly included, its applicable rules and the parties' responsibilities will be identified before contracting. HEG will disclose whether it administers the application and whether approval is a condition of the agreed price. It will not guarantee future scheme availability, use misleading eligibility claims or pass its own failure to the Customer through an unagreed charge. Boiler Upgrade Scheme-specific rules are not assumed to apply identically to every other scheme.