BOILER TERMS AND CONDITIONS

COMPANY TERMS AND CONDITIONS

  1. A quotation from our personal survey is provided for your information only and shall not be used by other contractors for the purpose of quoting.
  2. Any quotation or letter produced by Glow Green Ltd for an individual or company which will be used for the purpose of Civil law or common law at court will cost £250.00 plus VAT. If the work is then carried out by Glow Green Ltd this fee will not apply. By accepting the letter or quotation you agree to these terms and conditions.
  3. Client is the person or organisation to whom the invoice is addressed (whether or not the client is acting for a third party).
  4. The entire copyright of a system design is owned by Glow Green Ltd.
  5. If payment is not made in accordance with the quotation then Glow Green Ltd may withdraw services and recover damages, or, at its option, may exercise its statutory right to interest under the Late Payment of Commercial Debts (Interest) Act 1998.
  6. Any invoice issued to a client is to be paid in full by no later than the date specified on the quotation or 14 days of the date of issue.
  7. A fee of £20 (excluding VAT) will be made for each account reminder, duplicate invoice, or any other paperwork, correspondence or phone calls involved with the pursuit of a debt. This fee is non-refundable, and represents the additional time spent pursuing overdue invoices.
  8. Glow Green Ltd reserves the right to suspend ongoing services once any invoice issued to a client becomes overdue, and also reserves the right to inform the reason of this to third parties to whom this suspension of service affects.
  9. This Agreement shall be subject to and constructed according to English Law and the parties agree to accept the exclusive direction of the Courts of England.
  10. No variation of terms and conditions set out herein shall be effective unless agreed in writing by both parties.

PRICE BEATER GUARANTEE TERMS AND CONDITIONS

  1. Glow Green Ltd must receive a full copy of the quotation from the competitor in PDF format.
  2. The competitor offering the price to beat must be a Limited Company or PLC, not a sole trader.
  3. The Competitor must offer 0% APR finance.
  4. We define “like for like” as the same boiler (make and model), installation address and specification of works.
  5. The boiler warranty must be the same in terms of years.
  6. Any prices beaten will be a minimum of £1.00 cheaper than the competitor’s price.

FINANCE TERMS AND CONDITIONS

  1. At Glow Green Limited we offer finance packages to our customers to make it easier to pay for their heating and plumbing solutions by spreading the cost over monthly instalments.
  2. We work together with our finance partners Hitachi Capital and Barclays Partner Finance to be able to offer the best package to suit our clients.
  3. 0% APR Finance is available on boiler and installation packages up to £2,000 inc VAT. If the cost of the installation package exceeds £2,000, the remainder of the balance is to be paid as a deposit. Representative Example: Package value of £3,000 with £2,000 on 0% APR finance and £1000 to be paid as a deposit. Total amount payable is £3,000.

BOILER TERMS AND CONDITIONS

  1. All the terms of the contract between the Customer and the Company are contained in this document and written specifications (if any) provided to the Customer. No variation of the terms shall bind either party unless such variation is made in writing and signed by the party to be bound.
  2. The Company, having discussed with the Customer the requirements for the installation of the heating products as listed in the quotation, may need to carry out a survey to take detailed measurements and or specifications and any Contract is subject to the surveyor’s report and findings. The Company reserves the right to decline the work detailed on the Contract should its surveyor(s) think fit to do so. Should this action become necessary, the liability of the Company in these circumstances is limited to the refund of any deposit paid by the customer and these sums will be refunded immediately.
  3. Any changes in materials and/or specification from those detailed in the schedule of the quotation will only apply when supported by the Company’s amendment forms which must be signed by both parties — i.e. “The customer” and “The Company”
  4. Delivery / installation timescales are approximate and shall be deemed to commence with effect from settlement of all details of the order and receipt of payment of any deposit where applicable and are made subject to fires, strikes or lockouts and any other causes beyond the contract of the Company interfering with it’s execution or completion of the Contract. Time shall not be deemed to be the essence of the Contract. Should the Company be required to amend the scheduled Installation Date due to engineer availability, then the Company shall not be held liable to compensate for Loss of Earnings. Every effort will be made to notify you (The Customer) of any change to the scheduled Installation Date at the earliest availability.
  5. We will carry out the work during working hours Monday to Friday, but may on occasion need to use a reasonable amount of overtime to achieve completion. This may include additional days for the installation when planned. We may stipulate the number of engineers to complete the installation. However, the number of engineers is not guaranteed and only a guide, as during busy periods this may change.  It is a condition of this contract that your approval of such overtime is granted although we will endeavour to minimise any disruption or inconvenience. Should any overtime or unsociable working hours be specifically requested by you or any other special arrangements charged for and agreed in the quotation, it may be necessary for us to amend the quotation. These charges will be explained at the time and prior to the overtime or unsocial working hours commencing. We will need access to the relative property at all reasonable time whilst the work is being executed and would expect free use of water electricity and gas to enable us to complete the work in accordance with this Contract.
  6. Due to the Company’s policy continuous improvements, the Customer shall have the benefit of any modification the Company may make to its products and procedures albeit these changes may be made without prior notice to the Customer. All illustrations within the Company’s literature and that of its suppliers are subsequently intended as a guide only.
  7. Any concession, latitude or waiver allowed by the Company at any time shall be without prejudice by strict and full rights under this Contract and shall not prevent the Company subsequently exercising such rights.
  8. Payment of the contract balance will be automatically taken on the day of installation using the details provided at the time of booking. If the payment fails, your card will be re-attempted for the remaining balance. You have the right to remove the card details at any time and you can do this in writing or on the phone to Glow Green Limited. For heating installations, if you are a recipient of heating and hot water and payment is not received within 7 days, Glow Green Ltd are entitled to report this to the credit reference agencies and take legal action. For Air Con installations, if the installation has been completed and payment is not received in 7 days, Glow Green Ltd are entitled to report this to the credit reference agencies and take legal action. When payments have been made to the Company’s agent or representatives, the Company must retain a copy of the contract or invoice with the payment indicated and received by the person of whom the payment is handed. Cheques must be made payable in favour of the Company only if remedial work is necessary, the Customer may hold a maximum of 10% of the value of the invoice until such work is carried out. Interest at 2% over Bank base rate, any overdue balance on a daily basis until payment is made. ROMALPA CLAUSE – All goods supplied remain the property of the Company even though installed by way of a lien until fully paid for and the Company reserves the right of re-entry to remove any such goods whether fixed or otherwise, which remain unpaid for. The guarantee shall be null and void if payments are not made on the due dates and the above conditions not adhered to.
  9. If the Customer has entered into a Credit Agreement via one of the Company’s nominated finance providers, the terms of their agreement will apply as part of this Contract. If the credit agreement is later cancelled, then subject to the terms of the 1974 Consumers Credit Act the contract balance will become immediately payable. This does not affect your statutory rights. If the finance documents are not returned and you are in supply of heating and hot water, an invoice will be issued for the full installation cost minus any deposits paid at the time of booking. If you are in supply of heating and hot water and payment is not received within 7 days of the invoice date, Glow Green are entitled to report back to the credit reference agencies.
  10. In the event of suspension or cancellation of the work at the request of the Customer, or lack of instruction or delay on site caused by matters beyond the control of the Company any extra expenses thereby incurred or l osses suffered shall be chargeable to the Customer along with reasonable addition for administration and overhead costs. This condition shall not be construed as to affect any statutory or common law rights of the Customer. If you do not provide us with at least 2 working day’s notice before cancelling your boiler installation, a £250 cancellation charge will be applied.
  11. It is the Customer’s responsibility to ensure that any licence, permit or other authority necessary for the execution of the work is obtained and that existing property boundaries are correctly defined.
  12. Whilst every care will be taken by the Company it accepts no liability for any damages to plaster work, decoration, flooring etc, which may be consequent upon the carrying out of the work detailed, unless specifically provided for in the schedule(s) in the quotation. Cuts or holes made to allow for equipment will be made good but not permanently finished or redecorated. Floor boards will be reinstated or replaced when necessary but special and/or laminated floors cannot be permanently re-fixed. Any carpets which have to be lifted will be re-laid to the best of our engineer’s ability, however we cannot be held responsible for carpets which have been nailed or glued down, It should be anticipated that an amount of re-decoration may be required and this will be the Customer’s responsibility and is not included in the price. Similarly the Company accepts no responsibility for damage which is attributable to structural defect or weakness unless such damage results from negligence on the part of the Company, it’s servants, workmen or assigns.
  13. All new central heating systems/upgrades installed carry a comprehensive 3 year labour warranty from the date of installation. No guarantee can be given however on the integrity or suitability of any existing components being connected to and the Company cannot be held responsible for the failure of any such components or defects existing within any part of the original system i.e) Radiators, pumps, Pipework, Showers Taps etc.
  14. As it is necessary that all pipes are accessible we will not normally bury them in solid floors or walls and pipes will be exposed in these situations Boxing in of pipe-work is not included unless specifically detailed in the quotation. If we remove boxing, it will be down to the engineer’s discretion if the boxing is to be put back.
  15. The quotation given by Glow Green Ltd is a fixed price for the specification of the boiler installation.  The quotation does not include existing issues which we may come across during the installation with your gas, heating, plumbing or electrical system. Should we find issues with your existing system this will be noted on the Boiler Audit form after the installation. A separate quotation can be given to complete these works.
  16. Where combined boilers are supplied, hot water flow rates will be reduced if more than one tap or outlet is used simultaneously. This is not a fault and is a characteristic of most combination boilers.
  17. It is the responsibility of the Customer to ensure a suitable gas supply and meter is available to the relevant
    property. Where this is not the case the Customer will need to organise a supply via Transco or any other suitable pipeline provider. A gas meter will also be required which will need to be arranged separately with a gas supplier. Any costs incurred for the same are to be borne by the Customer and are in no way part of this Contract unless specifically included in the quotation.
  18. The price we quote does not include the cost of removing any dangerous waste materials, such as asbestos, that we could not reasonably identify when we gave you your quote.
    You can call a specialist contractor to remove these dangerous materials or we may be able to arrange for them to be removed at an extra cost. When asbestos is removed you will need to produce a “site clearance for reoccupation” certificate, which you can get from the asbestos removal company, before we continue to work at your property.
  19. The price we quote includes removing all non-dangerous materials, including your old boiler and central heating parts we replace.
  20. The Contract price quoted is subject to any changes in Value Added Tax.
  21. Our engineers may need to gain access to the property main or garage roof – if a vertical flue is installed, condensation pipe coming from loft etc. Glow Green does not hold any liability for damage to a roof if engineers have to gain access.
  22. When brickwork, stonework or other masonry has to be made good e.g . Original flue position from the old boiler, we require the client to provide the necessary bricks required for making good, with the correct quantity allowed for. Glow Green will not provide the bricks for these works unless specifically outlined in the quotation provided in the quotation.
  23. On the day of completion, should our engineer not be able to commission the new boiler fitted by Glow Green Ltd, due to an existing problem with the system, including: valves, controls, electrics and gas, a commissioning charge of £110 plus VAT will be applicable. A Glow Green engineer will need to revisit the property in order to commission the boiler.
  24. Unless it is otherwise stated in the quotation and schedule of works, Glow Green LTD will connect onto your home’s existing electrical system. If the boiler location is changed as part of the schedule of works, then a new fused spur may be required. This quotation does not include the installation of a new fused spur, unless specifically stated. In the event that there is no fused spur present, the boiler will be commissioned on a temporary supply and it will be the home-owner’s responsibility to upgrade the electrical supply to meet current regulations.
  25. If the boiler is to be installed in the loft or at another high location, it is the customers responsibility to install any relevant accessibility parts such as fixed loft ladder, lights, fixed surface/platform, hand rails etc.
  26. We will only remove a cold water storage tank as part of an installation, should this be plastic and also safe to remove. Should the Tank be metal this will be drained down, decommission and left in position. We will not cover the cost of the removal of the metal tank.

General

As part of our responsibility as Gas Safe Registered engineers, we are required to connect any gas appliance to a gas supply that is safe and sound. Consequently we will need to carry out a gas soundness test on the first of the installation of any new boiler or heating system.

Should there be any leak or defect within the existing gas pipe work we would have no alternative but to condemn the supply, or take steps to make the supply safe as necessary or re-pipe the supply prior to the installation work being carried out. Although a rare occurrence, any such work is totally unforeseen and may have to be an extra amount to that shown in the quotation. The cold water flow rate shown in the quotation is measured using a flow measuring device in litres per minute at the time of the initial visit by our Sales Advisor. Flow rates can fluctuate depending on the age and condition of the water supply and the time of day the reading is taken. When brickwork, stonework or other masonry has to be made good e.g .Original flue position from old boiler, we are unable to provide a match for the existing materials due to restrictions on availability and effects of weathering over the years. Whenever possible we will endeavour to provide a similar finish. Should a Customer wish to provide his/hers own materials for matching purposes, we will make allowance in the calculations of the price agreed in the quotation.

Boiler and Component Guarantee

  1. All GAS & LPG Worcester Bosch and Vaillant boilers installed by Glow Green Ltd are covered by the manufacture guarantee for the first 5 years. Only Worcester Bosch Group, Vaillant and Glow Green Ltd are authorised to work on the appliance during this time. (Authorisation may be given for work to be carried out on a case by case basis).
  2. All OIL Worcester Bosch boilers installed by Glow Green Ltd are covered by the manufacture guarantee for the first 2 years. Only Worcester Bosch Group and Glow Green Ltd are authorised to work on the appliance during this time. (Authorisation may be given for work to be carried out on a case by case basis)
  3. Ideal domestic boilers installed by Glow Green Ltd are covered by the manufacturer backed warranty of 2 to 5 years depending on the boiler model.
  4. Vokera domestic boilers installed by Glow Green Ltd are covered by the manufacture back warranty of 5 years.
  5. Elnur domestic Electric boilers installed by Glow Green are covered by the manufacturer backed warranty of 2 years.

 

Glow Green 12 year warranty

The below terms and conditions refer to the optional 12 year parts and labour warranty, from date of installation. This is only available to customers who had their boiler installed by Glow Green Ltd, and who opted to have a Worcester Bosch or Vaillant boiler installed. Policy includes Gas, LPG and excludes oil boilers.

  1. Glow Green will complete the Benchmark commissioning checklist in full at the time the boiler is installed. This checklist must be made available to Glow Green if we ask and is found at the back of the installation instructions.
  2. A magnetic filter must be installed on the date of installation and cleaned every 12 months.
  3. The flue system is only covered for 12 months after the installation date.
  4. In order to obtain a complete full 12 years warranty the homeowner must agree to use Glow Green Ltd (Glow Care 100) for the full service obligation of the appliance and system. This involves the appliance being serviced within every 12 months by Glow Green Ltd (covered under Glow Care 100). It is the homeowner’s sole responsibility to book in this service with Glow Green Ltd within this timescale.
  5. If the boiler breaks down, we may ask you to pay us a deposit before we visit you to repair it. We will return the deposit in full if we find a fault that is covered by this warranty. We may keep the deposit if we cannot access your property at the time we had arranged with you to visit or we find other conditions of this warranty have not been met. A responsible adult must be at the property to give our engineer access to the boiler.
  6. Glow Green Ltd will not accept liability or responsibility for any fault found on the existing heating system not forming part of the appliance or any fault arising from causes other than the original manufacturing defects or workmanship. A charge will be made for any subsequent call outs relating to the exclusions mentioned, chargeable at Glow Green Ltd’s current normal working hours and emergency out of hours rates (£72 normal working hours and £144 emergency out of hours). Prices inc. VAT at 20%.
  7. Glow Green Ltd cannot be held responsible for any damage that may arise due to adverse weather conditions such as frozen condensation outlets, storms, floods or rainwater down the flue.
  8. Glow Green Ltd reserves the right to cancel any service and maintenance contract if a homeowner does not keep up with the services and maintenance recommendations made by Glow Green Ltd engineers at any point during the 12 years.
  9. Your warranty will be void if you interfere with the heating systems in any way, including draining down the system.
  10. Any decisions made by Glow Green Ltd are final and not subject to change.
  11. Should there be a pay increase in the service contract; Glow Green Ltd will notify you 1 month before collecting the payment.
  12. Boiler Servicing will usually be carried out during the period April to August inclusive. Glow Green Ltd will not be obliged to carry out a service outside of this period as breakdown calls will be given priority. All servicing work is carried out during normal working hours Monday to Friday. Where a condensing boiler is installed and the efficiency of the boiler is found to be reduced predominantly caused by fouling of the heat exchanger Glow Green Ltd reserves the right to charge an additional cost to the standard service rate, Including charges for additional consumables.
  13. Glow Green Ltd may not be held responsible for any delay in provision of spare parts by suppliers and thus no compensation is payable should this occur. Glow Green Ltd may supply and fit replacement parts and components which are adequate but not the same as defective parts.
  14. This warranty only relates to the boiler and integrated controls, not to any connected system or accessories such as time switches, thermostats, motorised valves, external pumps, external expansion vessels and so on.
  15. Any repair carried out under the terms of this warranty does not extend the warranty beyond its original period.
  16. This warranty only applies to boilers bought in and used in the United Kingdom, Republic of Ireland, Isle of Man or the Channel Islands.
  17. Engineers will not carry out repairs if they think accessing the boiler would be a risk to health and safety.
  18. If your boiler is in a cupboard, there must be enough room for the engineer to work (the minimum area as set out in the installation instructions). We will not accept responsibility for removing cupboards, kitchen units, trims and so on to gain access for repairs.
  19. This warranty does not in any way affect your statutory or legal rights.

This warranty does not cover the following.

  1. Boilers installed within mobile leisure accommodation vehicles (LAVs) e.g. boats, caravans.
  2. Products that have been moved from their original place of installation.
  3. Costs of each annual service, including parts such as seals or electrodes replaced at this time.
  4. Any repair that is needed as a result of anything other than a fault to the boiler or failure of the boiler itself.
  5. Any damage, whether accidental, negligent, malicious or otherwise. Damaged appliances should not be installed.
  6. Theft or attempted theft.
  7. Any fault or failure in the heating system to which the boiler is connected.
  8. Any other costs or expenses caused by, or arising as a result of, a repair.
  9. Any damage caused by hard water scale deposits or sludge resulting from corrosion.
  10. Any problems caused by inadequate supply of services such as electricity, gas or water to the property.
  11. Boilers which have not been:
    • the requirement to clean the system and add corrosion inhibitor in line with BS7593:1992); or
    • maintained strictly in line with the maintenance instructions supplied with them.

Glow Green 10 year OIL boiler warranty

The below terms and conditions refer to the optional 10 year parts and labour warranty, from date of installation. This is only available to customers who had their boiler installed by Glow Green Ltd, and who opted to have a Worcester Bosch oil boiler installed.

  1. Glow Green will complete the Benchmark commissioning checklist in full at the time the boiler is installed. This checklist must be made available to Glow Green if we ask and is found at the back of the installation instructions.
  2. A magnetic filter must be installed on the date of installation and cleaned every 12 months.
  3. The flue system is only covered for 12 months after the installation date.
  4. In order to obtain a complete full 10 years warranty the homeowner must agree to use Glow Green Ltd (Glow Care 100) for the full service obligation of the appliance and system. This involves the appliance being serviced within every 12 months by Glow Green Ltd (covered under Glow Care 100). It is the homeowner’s sole responsibility to book in this service with Glow Green Ltd within this timescale.
  5. If the boiler breaks down, we may ask you to pay us a deposit before we visit you to repair it. We will return the deposit in full if we find a fault that is covered by this warranty. We may keep the deposit if we cannot access your property at the time we had arranged with you to visit or we find other conditions of this warranty have not been met. A responsible adult must be at the property to give our engineer access to the boiler.
  6. Glow Green Ltd will not accept liability or responsibility for any fault found on the existing heating system not forming part of the appliance or any fault arising from causes other than the original manufacturing defects or workmanship. A charge will be made for any subsequent call outs relating to the exclusions mentioned, chargeable at Glow Green Ltd’s current normal working hours and emergency out of hours rates (£72 normal working hours and £144 emergency out of hours). Prices inc. VAT at 20%.
  7. Glow Green Ltd cannot be held responsible for any damage that may arise due to adverse weather conditions such as frozen condensation outlets, storms, floods or rainwater down the flue.
  8. Glow Green Ltd reserves the right to cancel any service and maintenance contract if a homeowner does not keep up with the services and maintenance recommendations made by Glow Green Ltd engineers at any point during the 10 years.
  9. Your warranty will be void if you interfere with the heating systems in any way, including draining down the system.
  10. Any decisions made by Glow Green Ltd are final and not subject to change.
  11. Should there be a pay increase in the service contract; Glow Green Ltd will notify you 1 month before collecting the payment.
  12. Boiler Servicing will usually be carried out during the period April to August inclusive. Glow Green Ltd will not be obliged to carry out a service outside of this period as breakdown calls will be given priority. All servicing work is carried out during normal working hours Monday to Friday. Where a condensing boiler is installed and the efficiency of the boiler is found to be reduced predominantly caused by fouling of the heat exchanger Glow Green Ltd reserves the right to charge an additional cost to the standard service rate, Including charges for additional consumables.
  13. Glow Green Ltd may not be held responsible for any delay in provision of spare parts by suppliers and thus no compensation is payable should this occur. Glow Green Ltd may supply and fit replacement parts and components which are adequate but not the same as defective parts.
  14. This warranty only relates to the boiler and integrated controls, not to any connected system or accessories such as time switches, thermostats, motorised valves, external pumps, external expansion vessels and so on.
  15. Any repair carried out under the terms of this warranty does not extend the warranty beyond its original period.
  16. This warranty only applies to boilers bought in and used in the United Kingdom, Republic of Ireland, Isle of Man or the Channel Islands.
  17. Engineers will not carry out repairs if they think accessing the boiler would be a risk to health and safety.
  18. If your boiler is in a cupboard, there must be enough room for the engineer to work (the minimum area as set out in the installation instructions). We will not accept responsibility for removing cupboards, kitchen units, trims and so on to gain access for repairs.
  19. This warranty does not in any way affect your statutory or legal rights.

This warranty does not cover the following.

  1. Boilers installed within mobile leisure accommodation vehicles (LAVs) e.g. boats, caravans.
  2. Products that have been moved from their original place of installation.
  3. Costs of each annual service, including parts such as seals, oil nozzles,oil injectors, Oil filters, Oil fire values, or electrodes replaced at this time.
  4. Any repair that is needed as a result of anything other than a fault to the boiler or failure of the boiler itself.
  5. Any damage, whether accidental, negligent, malicious or otherwise. Damaged appliances should not be installed.
  6. Theft or attempted theft.
  7. Any fault or failure in the heating system to which the boiler is connected.
  8. Any other costs or expenses caused by, or arising as a result of, a repair.
  9. Any damage caused by hard water scale deposits or sludge resulting from corrosion.
  10. Any problems caused by inadequate supply of services such as electricity, gas or water to the property.
  11. Boilers which have not been:
    • the requirement to clean the system and add corrosion inhibitor in line with BS7593:1992); or
    • maintained strictly in line with the maintenance instructions supplied with them.

For more full details on our Glow Care service plan, download a full copy of the contract here.

Notice of Right to Cancel – Installation

You (The customer) have the right to cancel this contract if you wish. This right can be exercised by sending notice at any time within the period of 14 days starting with the date of acceptance of your quotation.. The notice of cancellation is deemed to be served as soon as it is posted or sent electronically. If work on the above contract has begun, with your agreement, before the end of the cancellation period, you will be deemed to have waived your cancellation right and may be required to pay for any goods or services supplied up until the date of cancellation. You will also be responsible for returning any goods provided to you. Glow Green reserves the right to make reasonable deductions where returned goods have diminished in value due to use.  Any related credit agreement will be automatically cancelled if the contract for goods and services is cancelled. If you wish to cancel your  contract within the 14 day cancellation period please use the contact methods set out below. If you do not provide us with at least 2 working day’s notice before cancelling your boiler installation, a £250 cancellation charge will be applied.

To cancel please write to us at:

Glow Green Ltd.

Avalon,

Floor 5, 26 – 32 Oxford Road

Bournemouth

BH8 8EZ

Or use our online cancellation form here: https://www.glowgreenLtd.com/finance-cancellation-form/

Cancellation Rights – Loan Agreement (if applicable)

If you have arranged a loan agreement with one of our Finance Corporate Partners, you are within your legal rights to cancel your loan agreement at any time within 14 days of signing the loan agreement, which must be given in writing to Glow Green Ltd. However, if the installation has commenced within this time, you will become immediately liable to settle the full installation costs. If you do not provide us with at least 2 working day’s notice before cancelling your boiler installation, a £250 cancellation charge will be applied.

To cancel please visit the following website address: https://www.glowgreenLtd.com/finance-cancellation-form/

Complaints

Occasionally circumstances arise where problems can occur, giving rise to complaints. If you wish to make a complaint to us concerning our performance and failure of our obligations under the terms of this Contract you must email us at [email protected] setting out details of the complaint and we aim to respond in 2 working days.

 

Where we cannot resolve a complaint relating to the installation of your boiler or heating system within 8 weeks, or in cases where you remain dissatisfied by our proposed resolution, you may refer your complaint to the Furniture & Home Improvement Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to this service, please contact the ombudsman by visiting this website https://www.fhio.org/dispute or you can call them on 0333 241 3209.

 

Where we cannot resolve a complaint relating to a loan agreement arranged through us, you may have the right to refer the complaint to the Financial Ombudsman Service, free of charge (within certain timescales). Further information on this will be included within our final response to your complaint.

 

To download a copy of our complaints procedure please click here

 

COVID-19

Glow Green is committed to the health and wellbeing of its customers, engineers and office staff during the Coronavirus Pandemic. We anticipate minimal disruption to our operations, as most of our office team is working from home and we are therefore able to take phone calls and respond to emails as normal. However your patience is appreciated whilst we adapt to this new way of working.

All our engineers have been briefed on precautions outlined by the government and this is continually reviewed. When booking appointments, we are undertaking a Risk Assessment & Health Questionnaire with our customers in the interests of safety for all concerned. We ask that our customers either vacate the property or stay in a room away from our engineer where possible. Our engineers are expected to carry protective equipment and wipe down equipment with sanitizer. If you are considered clinically vulnerable by the NHS you must let us know before our engineers attend. If you have any concerns or questions regarding the impact of COVID-19 on our operation please feel free to contact us on 0330 1139488 or send an email to [email protected].

In accordance with health and safety guidelines, to view the latest version of Glow Green’s COVID-19 risk assessment, click here.

AIR CONDITIONING TERMS AND CONDITIONS

COMPANY TERMS AND CONDITIONS

  1. A quotation from our personal survey is provided for your information only and shall not be used by other contractors for the purpose of quoting.
  2. Any quotation or letter produced by Glow Green Ltd for an individual or company which will be used for the purpose of Civil law or common law at court will cost £250.00 plus VAT. If the work is then carried out by Glow Green Ltd this fee will not apply. By accepting the letter or quotation you agree to these terms and conditions.
  3. Client is the person or organisation to whom the invoice is addressed (whether or not the client is acting for a third party).
  4. The entire copyright of a system design is owned by Glow Green Ltd.
  5. If payment is not made in accordance with the quotation then Glow Green Ltd may withdraw services and recover damages, or, at its option, may exercise its statutory right to interest under the Late Payment of Commercial Debts (Interest) Act 1998.
  6. Any invoice issued to a client is to be paid in full by no later than the date specified on the quotation or 14 days of the date of issue.
  7. A fee of £20 (excluding VAT) will be made for each account reminder, duplicate invoice, or any other paperwork, correspondence or phone calls involved with the pursuit of a debt. This fee is non-refundable, and represents the additional time spent pursuing overdue invoices.
  8. Glow Green Ltd reserves the right to suspend ongoing services once any invoice issued to a client becomes overdue, and also reserves the right to inform the reason of this to third parties to whom this suspension of service affects.
  9. This Agreement shall be subject to and constructed according to English Law and the parties agree to accept the exclusive direction of the Courts of England.
  10. No variation of terms and conditions set out herein shall be effective unless agreed in writing by both parties.

FINANCE TERMS AND CONDITIONS

  1. At Glow Green Limited we offer finance packages to our customers to make it easier to pay for their boiler and air conditioning installations by spreading the cost over monthly instalments.
  2. We work together with our finance partners to be able to offer the best package to suit our clients.
  3. 0% APR Finance is available on boiler and installation packages up to £2,000 inc VAT. If the cost of the installation package exceeds £2,000, the remainder of the balance is to be paid as a deposit. Representative Example: Package value of £3,000 with £2,000 on 0% APR finance and £1000 to be paid as a deposit. Total amount payable is £3,000.

AIR CONDITIONING TERMS AND CONDITIONS

  1. All the terms of the contract between the Customer and the Company are contained in this document and written specifications (if any) provided to the Customer. No variation of the terms shall bind either party unless such variation is made in writing and signed by the party to be bound.
  2. The Company, having discussed with the Customer the requirements for the installation of the air conditioning products as listed in the quotation, may need to carry out a survey to take detailed measurements and or specifications and any Contract is subject to the surveyor’s report and findings. The Company reserves the right to decline the work detailed on the Contract should its surveyor(s) think fit to do so. Should this action become necessary, the liability of the Company in these circumstances is limited to the refund of any deposit paid by the customer and these sums will be refunded immediately.
  3. Any changes in materials and/or specification from those detailed in the schedule of the quotation will only apply when supported by the Company’s amendment forms which must be signed by both parties — i.e. “The customer” and “The Company”
  4. Delivery / installation timescales are approximate and shall be deemed to commence with effect from settlement of all details of the order and receipt of payment of any deposit where applicable and are made subject to fires, strikes or lockouts and any other causes beyond the contract of the Company interfering with it’s execution or completion of the Contract. Time shall not be deemed to be the essence of the Contract. Should the Company be required to amend the scheduled Installation Date due to engineer availability, then the Company shall not be held liable to compensate for Loss of Earnings. Every effort will be made to notify you (The Customer) of any change to the scheduled Installation Date at the earliest availability.
  5. We will carry out the work during working hours Monday to Friday, but may on occasion need to use a reasonable amount of overtime to achieve completion. This may include additional days for the installation when planned. We may stipulate the number of engineers to complete the installation. However, the number of engineers is not guaranteed and only a guide, as during busy periods this may change.  It is a condition of this contract that your approval of such overtime is granted although we will endeavour to minimise any disruption or inconvenience. Should any overtime or unsociable working hours be specifically requested by you or any other special arrangements charged for and agreed in the quotation, it may be necessary for us to amend the quotation. These charges will be explained at the time and prior to the overtime or unsocial working hours commencing. We will need access to the relative property at all reasonable time whilst the work is being executed and would expect free use of water electricity and gas to enable us to complete the work in accordance with this Contract.
  6. Due to the Company’s policy continuous improvements, the Customer shall have the benefit of any modification the Company may make to its products and procedures albeit these changes may be made without prior notice to the Customer. All illustrations within the Company’s literature and that of its suppliers are subsequently intended as a guide only.
  7. Any concession, latitude or waiver allowed by the Company at any time shall be without prejudice by strict and full rights under this Contract and shall not prevent the Company subsequently exercising such rights.
  8. Payment of the contract balance will be automatically taken on the day of installation using the details provided at the time of booking. If the payment fails, your card will be re-attempted for the remaining balance. You have the right to remove the card details at any time and you can do this in writing or on the phone to Glow Green Limited. For heating installations, if you are a recipient of heating and hot water and payment is not received within 7 days, Glow Green Ltd are entitled to report this to the credit reference agencies and take legal action. For Air Con installations, if the installation has been completed and payment is not received in 7 days, Glow Green Ltd are entitled to report this to the credit reference agencies and take legal action. When payments have been made to the Company’s agent or representatives, the Company must retain a copy of the contract or invoice with the payment indicated and received by the person of whom the payment is handed. Cheques must be made payable in favour of the Company only if remedial work is necessary, the Customer may hold a maximum of 10% of the value of the invoice until such work is carried out. Interest at 2% over Bank base rate, any overdue balance on a daily basis until payment is made. ROMALPA CLAUSE – All goods supplied remain the property of the Company even though installed by way of a lien until fully paid for and the Company reserves the right of re-entry to remove any such goods whether fixed or otherwise, which remain unpaid for. The guarantee shall be null and void if payments are not made on the due dates and the above conditions not adhered to.
  9. If the Customer has entered into a Credit Agreement via one of the Company’s nominated finance providers, the terms of their agreement will apply as part of this Contract. If the credit agreement is later cancelled, then subject to the terms of the 1974 Consumers Credit Act the contract balance will become immediately payable. This does not affect your statutory rights. If the finance documents are not returned and you are in supply of a functioning air conditioning system, an invoice will be issued for the full installation cost minus any deposits paid at the time of booking. If you are in supply of a functioning air conditioning system and payment is not received within 7 days of the invoice date, Glow Green are entitled to report back to the credit reference agencies.
  10. In the event of suspension or cancellation of the work at the request of the Customer, or lack of instruction or delay on site caused by matters beyond the control of the Company any extra expenses thereby incurred or losses suffered shall be chargeable to the Customer along with reasonable addition for administration and overhead costs. This condition shall not be construed as to affect any statutory or common law rights of the Customer. If you do not provide us with at least 2 working day’s notice before cancelling your installation, a £250 cancellation charge will be applied.
  11. It is the Customer’s responsibility to ensure that any licence, permit or other authority necessary for the execution of the work is obtained and that existing property boundaries are correctly defined.
  12. Whilst every care will be taken by the Company it accepts no liability for any damages to plaster work, decoration, flooring etc, which may be consequent upon the carrying out of the work detailed, unless specifically provided for in the schedule(s) in the quotation. Cuts or holes made to allow for equipment will be made good but not permanently finished or redecorated. Floor boards will be reinstated or replaced when necessary but special and/or laminated floors cannot be permanently re-fixed. Any carpets which have to be lifted will be re-laid to the best of our engineer’s ability, however we cannot be held responsible for carpets which have been nailed or glued down, It should be anticipated that an amount of re-decoration may be required and this will be the Customer’s responsibility and is not included in the price. Similarly the Company accepts no responsibility for damage which is attributable to structural defect or weakness unless such damage results from negligence on the part of the Company, it’s servants, workmen or assignees.
  13. All new air conditioning systems/upgrades installed carry a comprehensive 3 year labour warranty from the date of installation. No guarantee can be given however on the integrity or suitability of any existing components being connected to and the Company cannot be held responsible for the failure of any such components or defects existing within any part of the original system i.e) Consumer Units, or Electrical supply to the property etc.
  14. As it is necessary that all pipes are accessible we will not normally bury them in solid floors or walls and pipes will be exposed in these situations Boxing in of pipe-work is not included unless specifically detailed in the quotation. If we remove boxing, it will be down to the engineer’s discretion if the boxing is to be put back.
  15. The quotation given by Glow Green Ltd is a fixed price for the specification of the air conditioning installation.  The quotation does not include existing issues which we may come across during the installation with your gas, heating, plumbing or electrical system. Should we find issues with your existing system this will be noted on the post installation paperwork. A separate quotation can be given to complete these works.
  16. It is the responsibility of the Customer to ensure a suitable electrical supply and meter is available to the relevant property. Where this is not the case the Customer will need to organise a supply via their existing or any other suitable electrical provider. An electric meter will also be required which will need to be arranged separately with an electrical provider. Any costs incurred for the same are to be borne by the Customer and are in no way part of this Contract unless specifically included in the quotation.
  17. The price we quote does not include the cost of removing any dangerous waste materials, such as asbestos, that we could not reasonably identify when we gave you your quote. You can call a specialist contractor to remove these dangerous materials or we may be able to arrange for them to be removed at an extra cost. When asbestos is removed you will need to produce a “site clearance for reoccupation” certificate, which you can get from the asbestos removal company, before we continue to work at your property.
  18. The price we quote includes removing all non-dangerous materials.
  19. The Contract price quoted is subject to any changes in Value Added Tax.
  20. Our engineers may need to gain access to the property main or garage roof. Glow Green does not hold any liability for damage to a roof if engineers have to gain access.
  21. When brickwork, stonework or other masonry has to be made good, we require the client to provide the necessary bricks required for making good, with the correct quantity allowed for. Glow Green will not provide the bricks for these works unless specifically outlined in the quotation provided in the quotation.
  22. If the air conditioning system is to be installed in the loft or at another high location, it is the customers responsibility to install any relevant accessibility parts such as fixed loft ladder, lights, fixed surface/platform, hand rails etc.

Glow Green 7 year Air conditioning Warranty

The below terms and conditions refer to the optional 7 year labour warranty, from date of installation. This is only available to customers who had a Mitsubishi Heavy Industries or Daikin Air Conditioning installed by Glow Green Ltd,

  1. A 7 year Parts (Only) Warranty is provided for free, for Air conditioning systems installed by Glow Green.
  2. In order to obtain a complete full 7 years Labour warranty the homeowner must agree to use Glow Green Ltd (AC Glow Care 100 – £99 Plus VAT for the first year) for the full service obligation of the system. This involves the appliance being serviced within every 12 months by Glow Green Ltd (covered under Glow Care 100). It is the homeowner’s sole responsibility to book in this service with Glow Green Ltd within the 12 month timescale.
  3. If the air conditioning system develops a fault, we may ask you to pay us a deposit before we visit you to repair it. We will return the deposit in full if we find a fault that is covered by this warranty. We may keep the deposit if we cannot access your property at the time we had arranged with you to visit or we find other conditions of this warranty have not been met. A responsible adult must be at the property to give our engineer access to the air conditioning
  4. A charge will be made for any recurring call outs relating to any exclusions mentioned, chargeable at Glow Green Ltd’s current normal working hours and emergency out of hours (£99 Plus VAT normal working hours and £140 plus VAT emergency out of hours).
  5. Glow Green Ltd cannot be held responsible for any damage that may arise due to adverse weather conditions such as frozen condensation outlets, storms & floods.
  6. Glow Green Ltd reserve the right to cancel any service and maintenance contract if a homeowner does not keep up with the services and maintenance recommendations made by Glow Green Ltd engineers at any point during the 7 years.
  7. Your warranty will be void if you interfere with the Air Conditioning system in any way,
  8. Any decisions made by Glow Green Ltd are final and not subject to change.
  9. Should there be a pay increase in the service contract; Glow Green Ltd will notify you 1 month before collecting the payment.
  10. Boiler Servicing will usually be carried out during the period April to August inclusive. Glow Green Ltd will not be obliged to carry out a service outside of this period as breakdown calls will be given priority. All servicing work is carried out during normal working hours Monday to Friday.
  11. Glow Green Ltd may not be held responsible for any delay in provision of spare parts by suppliers and thus no compensation is payable should this occur. Glow Green Ltd may supply and fit replacement parts and components which are adequate but not the same as defective parts.
  12. This warranty only relates to the air conditioning system & integrated controls.
  13. Any repair carried out under the terms of this warranty does not extend the warranty beyond its original period.
  14. This warranty only applies to air conditioning systems bought in and used in the United Kingdom.
  15. Engineers will not carry out repairs if they think accessing the air conditioning system would be a risk to health and safety.
  16. Glow Green reserves the right to cancel the 7 year labour warranty with 28 days notice to renewal. This will not affect your Free 7 year Part Warranty with the manufacturer.
  17. This warranty does not in any way affect your statutory or legal rights.

This warranty does not cover the following.

  1. Commercial or industrial premises. This optional Labour warranty is strictly for Residential (Domestic) properties.
  2. Air conditioning systems installed within mobile leisure accommodation vehicles (LAVs) e.g. boats, caravans, static homes.
  3. Products that have been moved from their original place of installation.
  4. Any repair that is needed as a result of anything other than a fault to the air conditioning system.
  5. Consumable parts.
  6. Any damage, whether accidental, negligent, malicious or otherwise. Damaged appliances should not be installed.
  7. Theft or attempted theft.
  8. Any other costs or expenses caused by, or arising as a result of, a repair.
  9. Any problems caused by inadequate supply of electricity.
  10. Rectifying a refrigerant leak after 12 months
  11. The cost of a replacement condensate pump after 12 months
  12. The cost of a compressor replacement (labour & materials)
  13. Call outs on Saturday, Sunday or Bank Holidays
  14. Labour Repairs over £300 each calendar year.
  15. The cost of any high level access equipment that may be required for repair purposes.

Notice of Right to Cancel – Installation

You (The customer) have the right to cancel this contract if you wish. This right can be exercised by sending notice at any time within the period of 14 days starting with the date of acceptance of your quotation.. The notice of cancellation is deemed to be served as soon as it is posted or sent electronically. If work on the above contract has begun, with your agreement, before the end of the cancellation period, you will be deemed to have waived your cancellation right and may be required to pay for any goods or services supplied up until the date of cancellation. You will also be responsible for returning any goods provided to you. Glow Green reserves the right to make reasonable deductions where returned goods have diminished in value due to use.  Any related credit agreement will be automatically cancelled if the contract for goods and services is cancelled. If you wish to cancel your  contract within the 14 day cancellation period please use the contact methods set out below. If you do not provide us with at least 2 working day’s notice before cancelling your boiler installation, a £250 cancellation charge will be applied.

To cancel please write to us at:

Glow Green Ltd.

Avalon,

Floor 5, 26 – 32 Oxford Road

Bournemouth

BH8 8EZ

Or use our online cancellation form here: https://www.glowgreenLtd.com/finance-cancellation-form/

Cancellation Rights – Loan Agreement (if applicable)

If you have arranged a loan agreement with one of our Finance Corporate Partners, you are within your legal rights to cancel your loan agreement at any time within 14 days of signing the loan agreement, which must be given in writing to Glow Green Ltd. However, if the installation has commenced within this time, you will become immediately liable to settle the full installation costs. If you do not provide us with at least 2 working day’s notice before cancelling your installation, a £250 cancellation charge will be applied.

To cancel please visit the following website address: https://www.glowgreenLtd.com/finance-cancellation-form/

Complaints

Occasionally circumstances arise where problems can occur, giving rise to complaints. If you wish to make a complaint to us concerning our performance and failure of our obligations under the terms of this Contract you must email us at [email protected] setting out details of the complaint and we aim to respond in 2 working days.

 

Where we cannot resolve a complaint relating to the installation of your air conditioning  system within 8 weeks, or in cases where you remain dissatisfied by our proposed resolution, you may refer your complaint to the Furniture & Home Improvement Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to this service, please contact the ombudsman by visiting this website https://www.fhio.org/dispute or you can call them on 0333 241 3209.

 

Where we cannot resolve a complaint relating to a loan agreement arranged through us, you may have the right to refer the complaint to the Financial Ombudsman Service, free of charge (within certain timescales). Further information on this will be included within our final response to your complaint.

 

To download a copy of our complaints procedure please click here

 

COVID-19

Glow Green is committed to the health and wellbeing of its customers, engineers and office staff during the Coronavirus Pandemic. We anticipate minimal disruption to our operations, as most of our office team is working from home and we are therefore able to take phone calls and respond to emails as normal. However your patience is appreciated whilst we adapt to this new way of working.

All our engineers have been briefed on precautions outlined by the government and this is continually reviewed. When booking appointments, we are undertaking a Risk Assessment & Health Questionnaire with our customers in the interests of safety for all concerned. We ask that our customers either vacate the property or stay in a room away from our engineer where possible. Our engineers are expected to carry protective equipment and wipe down equipment with sanitizer. If you are considered clinically vulnerable by the NHS you must let us know before our engineers attend. If you have any concerns or questions regarding the impact of COVID-19 on our operation please feel free to contact us on 0330 1139488 or send an email to [email protected].

In accordance with health and safety guidelines, to view the latest version of Glow Green’s COVID-19 risk assessment, click here.

Renewables Solutions terms and conditions

Glow Green Renewables Solutions Installation Contract

Terms used in this contract:
Where We use the bold terms below in the Contract, this is what We mean:

“Bespoke Design and Install Service” means the Installation of a Renewables Solution which has been designed to produce the Minimum Annual Output specified in Your Quote, carried out using Our mid-range hardware package.

“Cancellation Form” means the form which is available online at the following location: <a=https://www.glowgreenltd.com/finance-cancellation-form/ and which is referred to in the Terms and Conditions attached to your quote.

“Cancellation Fee” no more than 30% of the total Price.

“Credit Check” means a check carried out by our panel of lenders to ensure that You have the financial means necessary to cover any payments due under the Contract.

“Contract” means these terms and conditions and the Quote between You and Us for the Installation of Your Renewables Solution as may be updated by Us from time to time.

“Cooling Off Period” means the 14-day period after signing your quote in which you can cancel your contract at no cost to you. We will not book an installation, order any equipment or complete any works for you within this period. “Deposit” means the deposit amount set out in Your Quote.

“Energy Performance Certificate” or “EPC” means, in relation to Your Premises, the certificate setting out the energy efficiency of Your Premises.

“Final Balance Payment” means the amount set out in Your Quote that You must pay Us once the Installation is complete representing the difference between (i) the Price and (ii) the Deposit.

“Force Majeure Event” means an event or circumstance out of Our or Your reasonable control which cannot be prevented or avoided such as fire or severe weather conditions and which stops duties under the Contract from being carried out.

“G99 certificate” means the certificate which may need to be applied for and given by the operator of the local electricity distribution network to which Your Premises are connected to confirm there is network availability for the connection of Your Renewables Solution.

“Hazard” the potential that a situation, material or tool which has to cause harm or damage.

“Installation” means the work to design, construct, install, test and commission the Renewables Solution at Your Premises,

“Instalment Payment Plan” means the agreed instalment payment plan detailing agreed instalment amounts and payment structure set out in the Quote with Us.

“Marketing Materials” means any brochures, drawings, illustrations, literature, samples or other such marketing materials provided in relation to Us or any services or products offered by Us.

“MCS” means the Microgeneration Certification Scheme, and a recognised quality assurance scheme to certify microgeneration products and installers used to produce electricity and heat from renewable sources.

“Premises” means Your domestic premises, the address of which is set out in Your Quote.

“Price” means the amount set out in Your Quote which You must pay Us for Your Renewables Solution and for performing Our obligations under the Contract.

“Quote” means the document which sets out the proposed Renewables Solution to be installed at Your Premises which was sent to You as part of the Quote pack.

“RECC” means the Renewable Energy Consumer Code which is a quality assurance scheme which sets out high consumer protection standards for businesses who are selling or leasing renewable energy generation systems to domestic consumers.

“Requote” means a document issued by Us which details changes to materials and/or specifications from those detailed in the original Quote.

“Risk” the likelihood or probability of a Hazard causing harm or damage to a person, materials or property.

“Renewables Solution” means the associated plant and equipment which We propose to install at Your Premises and described in more detail in Your Quote.

“Renewables Inverter” is the electrical equipment which changes direct current (DC) produced by the Renewables panels into alternating current (AC), making it suitable for use with home appliances and the electricity network.

“Upfront Payment” means the upfront payment amount set out in Your quote.

“We” / “Us” / “Our” / “Ours” means Glow Green Limited, a company registered in England and Wales. Company Registration Number 07530174 and VAT Number 135032748.

“You” / “Your” means the person or people who have entered into this Contract with Us.

Terms and Conditions of this Contract

  1. How this Contract Works
    1. The Contract is between You and Us. It is made up of (i) Your Quote (ii) this Contract (including any schedules) (iii) Requote (if applicable). It is important for You to read this Contract carefully so that You understand how it works.
    2. If You do not understand this Contract and want to talk to Us about it, or if You would like this Contract in another format (for example: audio, large print, braille), please contact us using the contact details below.
    3. If the Contract names more than one person, you’ll all be responsible – as individuals and together – for Your obligations under the Contract.
    4. The Contract will start from the date We receive Your signed and dated Quote.
    5. If this Contract contradicts Your Quote, this Contract will take priority.
  2. Your Right to Cancel the Contract
    1. You may cancel the Contract within 14 days from the start date of Your Contract if you change Your mind (the Cooling Off Period). To exercise this right to cancel, You must tell Us within the Cooling Off Period in writing, by e-mail or by sending a completed Cancellation Form. You can find Our contact details in the “Contacting Us” section below.
    2. We will not book an installation, order any equipment or start any works for you within the Cooling Off Period.
    3. If you cancel your Order after the Cooling Off Period but before installation, you will be liable for the cost of any time and materials incurred by us, including but not limited to any preparatory work, associated logistics and scaffolding, together with any profit that would have been made by us for your Order.
  3. About Us
    1. We are accredited under and are members of the RECC. When We are performing Our obligations under the Contract, We will make sure that at all times, We comply with the requirements of the RECC.
    2. We are also accredited under and are members of the MCS. When We are performing Our obligations under the Contract, We will similarly make sure that at all times, We comply with the requirements of the MCS.
    3. We may transfer Our rights and/or obligations under the Contract to another company. If We organise for another company to perform some of Our obligations for Us, this will not affect Our responsibility to You under the Contract.
  4. What We need You to do before We install Your Renewables Solution
    1. Before We carry out the Installation or order any equipment, You must satisfy the following conditions (unless We tell You otherwise) (the “Installation Requirements”):
      • a. The Cooling Off Period period has ended and You haven’t cancelled the Contract or You have sent Us a completed Waiver Form (and We have received it).
      • b. You have either:
        (i) paid Us in full (and any additional costs specified in Your Quote (and We have received); or
        (ii) paid Us the Deposit and any additional costs specified in Your Quote (and We have received it);
      • c. You have a broadband connection at Your Premises to which We can connect Your Renewables Solution to enable communications with the Renewables Solution.
      • d. You have completed any actions that We have specified in the Quote that You must carry out.
      • e. Where any consent or certification is required from Your local distribution network operator for the Renewables Solution to be connected to the local distribution network (We will confirm if this is applicable to You), all such consent and certification must be obtained. In order to do this, We will liaise with the local distribution network operator on Your behalf provided that You give Us authority to do so by signing and returning a letter of authority which We will provide to You.
      • f. As Your Quote is based on the surveys of Your Premises (desktop and/or physical) which We carried out prior to You entering into the Contract with Us, You must not have carried out any renovation, modification or other alteration to the structure of Your Premises or changed its primary use since the date of Our last survey.
    2. If some or all of the installation requirements are not satisfied within 30 days of the start date of Your Contract and We have not told You that You do not need to satisfy them, We may cancel the Contract or provide You with a new Quote (which, if You accept, will replace the existing Quote).
    3. You must also obtain all consents and permissions by the date on which We complete the Installation to allow Us to carry out the Installation and to keep Your Renewables Solution installed at Your Premises. These consents and permissions may include building regulation completion certificates, planning permissions, landlord consents and mortgagor consents. If We ask You, You must promptly provide Us with proof that You have obtained them. If You have not obtained them all, We may cancel the Contract or provide You with a new Quote (which, if You accept, will replace the existing Quote).
    4. We may determine that a structural survey of Your property is required to confirm that Your roof structure is suitable for the Renewables solution installation. If We request a structural survey from You, it is Your responsibility to provide this to Us before We can proceed with the installation. We may cancel the Contract or provide You with a new Quote (which, if You accept, will replace the existing Quote).
    5. After an order is placed, there is an opportunity for the customer to send photos to the Us using an online portal. By viewing the photos in advance We can discuss any technical aspects of the installation prior to the engineer attending; this makes the installation process run as smoothly as possible ensuring the right materials are delivered to enable a suitable installation.
      You agree that any photos supplied during or after the ordering process are true and accurate images of what the engineer will see at the installation site.
    6. If deemed necessary, We may supplement the above steps with a virtual inspection of your property making use of video call software. This allows further opportunity to expand upon any further technical points raised during the pre-installation process.
  5. Alternative options and declining an order
    1. If, upon physical inspection of the site, it is determined that equipment ordered is unsuitable or technically not possible to install as ordered, then We will inform You of why the installation cannot go ahead as ordered and discuss alternative options including any delay to installation that may be incurred. If the customer declines the alternatives offered, or if no alternatives can be offered, then We will give a full refund to the customer, minus any Cancellation Fee that may be applicable, and remove any materials that may have already been delivered to site.
      In exceptional cases where We determine an installation cannot take place, We reserve the right to decline any order at any time. Should We decline an order, no damages or expenses of any kind shall be payable by Us to You beyond the refund of any money already paid in relation to the contract.
    2. If, upon physical inspection of the site, it is determined that more equipment or a significant amount of extra work is required, then We will inform You of any increase in costs prior to these costs being incurred and issue Requote which must be approved by you (orally or in writing) and will then form part of the Contract (this approval may be carried out either by physical documentation or by email). We will also inform You of any delay to installation that may be incurred. If the customer declines any extra equipment or work required to facilitate the installation work they are entitled to a full refund.
    3. We reserve the right to decline any order at any time up until completion. Should We decline an order, no damages or expenses of any kind whatsoever shall be payable by Us to You beyond the refund of any money already paid in relation to the contract.
    4. Any changes in materials and/or specifications from those detailed in the original documentation, will only apply when supported by Requote issued by Us, which must be approved by You and will then form part of the Contract (this approval may be carried out either by physical documentation or by email).
    5. Whilst every effort is made to ensure the delivery and installation timescales agreed during the ordering process are met, We reserves the right to delay installation for reasons including (for example) fires, strikes, illness, severe weather, lockouts, terrorism, war and any other causes beyond Our control interfering with its execution or completion of the contract. Time shall not be deemed to be the essence of the Contract.
  6. Arranging a date for the Installation
    1. Once We have received and reviewed the survey of Your house from Your sales consultant Our Delivery Team will contact You to arrange a date on which We can begin the Installation (the “Installation Date”).
    2. If You want to re-arrange the installation date, You must give Us at least 5 working days notice. If You give Us less than 5 days’ notice, You must pay Us the costs We have incurred as a result. If You rearrange the installation date two times or more, We may cancel the Contract.
    3. We may rearrange the Installation Date if We believe that, on the day, the weather or the occurrence of an event or circumstances at or near Your Premises (and which is outside Our reasonable control) means that We cannot carry out the Installation safely. We will try to give You as much advance notice as possible.
    4. Time shall not be deemed to be the essence of the Contract. Should We be required to amend the scheduled Installation Date due to engineer availability, then We shall not be held liable to compensate for Loss of Earnings.
  7. Installing Your Renewables Solution
    1. Your Quote will set out how long We think it will take to carry out the Installation at Your Premises. Although every case is different, the Installation of a Renewables Solution will, typically, take between one and three days, although We may need to return to Your Premises on a subsequent day in order to complete the final tests of the Renewables Solution. We may also need to attend Your Premises before and after the Installation in order to set up and dismantle any scaffolding which is required.
    2. When adding new equipment to your house, our engineer will need to inspect existing relevant infrastructure to ensure it meets current regulatory standards and is of suitable performance. Should your existing infrastructure fail to meet relevant standards/capacity then We will give you the options to bring the infrastructure up to a standard which allows new equipment to be connected. At this point You may cancel your order for a full refund minus the Cancellation Fee if applicable. If you do not wish to authorise the required additional work(s) but still wish the new equipment to be installed, we will leave the equipment for final connection by others and will not be able to commission the equipment. In such circumstances the customer is still liable to make payment in full as if the installation had been completed.
    3. Notwithstanding point 2 above, We cannot guarantee the integrity or suitability of any existing components being connected to as part of your Renewables solution and We cannot be held responsible for the failure of any such components or defects existing within any part of the existing infrastructure that may not have been readily apparent at the point of installation
    4. If Your system is being installed under a G99 certificate, in some circumstances Your Renewables Solution may have to be locked off and not used until the local distribution network operator in Your local area has received a copy of the commissioning certificates. Our Technical Team will discuss this with You and manage this prior to the Installation if this is applicable to Your Installation.
    5. Hazards during the installation and protection against these
      • a. During the Installation there will be hazards such as tools and materials, cables, dust sheets, ladders and scaffolding at Your Premises. We want to keep You, Your family, visitors and Our people as safe as possible so please try to avoid the work areas and take care when entering is required. Please also ensure You follow any instructions the technicians/contractors give you at all times. By signing these terms and conditions You confirm that You understand and are aware of what You need to do regarding the hazards associated with the Installation.
    6. What We need You to do during the Installation
      • a. In order for Us to carry out the Installation, You agree to give Us (and Our representatives and sub-contractors) safe, full, free and unrestricted access to Your Premises including access to electricity, broadband, earthing and other relevant services at Your Premises that We need to carry out the Installation.
      • b. If We ask, You must empty and otherwise make ready, airing cupboards, storage and other parts of Your Premises to enable the Installation.
    7. During the Installation:
      • a. You, or a responsible person who is over 18 years old and authorised by You, must be at the Premises at all times (unless We agree with You otherwise).
      • b. You must take reasonable steps to ensure the health and safety of Our personnel, contractors and sub-contractors whilst they are working at the Premises.
    8. If You do not comply with Your responsibilities set out in Sections 6.3 and 6.5 above for a period of seven days after We have told You about Your non-compliance, We may cancel the Contract.
    9. If We discover an environmental or safety issue or condition at the Premises (such as the existence of asbestos), We will tell You immediately and stop the Installation. You will be responsible for rectifying the issue or condition. Once rectified, We will continue with the Installation. If You do not rectify the issue or condition within three months of Us telling You, We may cancel the Contract or provide You with a new Quote (which, if You accept, will replace the existing Quote).
    10. Goods supplied and delivered by us to you, or your premises, shall remain our property until paid for by you in full. Whilst goods remain our property we have the absolute authority to:
      • i. Retake, sell or otherwise deal with or dispose of all or any part of these goods.
      • ii. Enter any premises, at any time and without notice, in which goods or any part thereof is installed, stored or kept, or is reasonably believed so to be.
      • iii. Seek a court injunction to prevent you from selling, transferring or otherwise disposing of such goods.
    11. You agree to keep the goods we deliver to you safe.
    12. The risk in such goods will pass to you on delivery to you.
    13. If We leave any tools or equipment or goods with You (with Your agreement) and You damage, tamper or lose them (or fail to prevent their damage or loss), We may charge You for Our costs in repairing and/or replacing them.
    14. You agree that you will not exercise a lien over any tools, equipment or goods.
    15. Our responsibilities during the Installation
      • a. We will observe all health and safety regulations.
      • b. We will use reasonable care and skill.
      • c. We will:
        • (a) take reasonable care to avoid disrupting Your Premises;
        • (b) remove all waste material relating to the work We have carried out; and
        • (c) clean up to a reasonable standard, but We will not repaint or redecorate any surfaces affected by Our work or complete any remedial work to building structures and We will not accept responsibility for damage to carpets or other floor coverings, unless We have been negligent.
      • d. We will use materials that are of satisfactory quality.
      • e. We will ensure that Your Renewables Solution complies with all regulations and standards current at the time of installation.
    16. We will use Our reasonable efforts to ensure that the plant and equipment that We install at Your Premises as part of Your Renewables Solution corresponds with the plant and equipment set out in Your Quote. However, We cannot guarantee that the plant and equipment will be available when carrying out the Installation. If any plant and equipment is unavailable, We will install substitute plant and equipment which is of a similar or better specification to the unavailable plant and equipment.
    17. If, during the Installation, We find that additional work is required or additional costs will need to be incurred (which has not been caused by Our neglect or default) or if You change the requirements of the Renewables Solution from what is set out in Your Quote, We will provide You with a Requote (which, if You accept, will replace the existing Quote). If You do not accept the Requote, We may cancel the Contract. An example of additional costs that may be incurred is if Your Renewables Solution needs a G99 certificate and the local electricity distribution network decides to impose certain charges for issuing the G99 certificate.
  8. Completion of the Installation
    1. We will let You know once the Installation is complete. Once the Installation has been completed:
      • a. You must if You have opted to pay an initial deposit prior to installation pay Us the Final Balance Payment within seven days of the date on which the Installation was completed.
      • b. If You do not pay the Final Balance Payment within 30 days after having received a reminder from Us, We may cancel the Contract. Please also see the “If You don’t pay” section below about other remedies We may have.
  9. Paying for Your Installation
    1. We have a number of different payment options and will confirm the agreed payment method and terms with You in writing. Please see below for the relevant section depending on how You have paid for Your Installation.
    2. Where You have paid a Deposit:
      • a. Where We have agreed to take a Deposit from You and collect the remainder of payment upon completion of the Renewables Solution and Installation services.
    3. The Renewables Solution (and associated products) will be Your responsibility from the time We deliver them. You do not own the Renewables Solution until We have received full payment for the services undertaken.
    4. On completion of the Installation of the Renewables Solution We will require full payment of any outstanding balance as set out in Our Quote. Payment terms are seven days from completion of the Installation.
    5. Once We have received the Final Balance Payment from You:
      • (a) You will become owners of and responsible for Your Renewables Solution; and
      • (b) We will apply to certify Your Renewables Solution under the MCS or equivalent registration body, and will provide You with the certificate once We receive it.
      • (c) You will benefit from the guarantees and warranties for the parts of Your Renewables Solution as specified in Your Quote. These guarantees and warranties will be for Your benefit and all subsequent owners of Your Premises and will be valid for the period set out in each guarantee and warranty. These guarantees and warranties have their own terms and conditions and We recommend that You read them carefully to understand Your rights and obligations under them. If You do not understand and want to talk to Us about these, please contact us on 0330 113 9488. Other than these warranties, all other warranties (including fitness for purpose) are implied by law or otherwise are excluded to the fullest extent permitted by law.
  10. Other Provisions
    1. Our standard workmanship guarantee is 3 years from the date of completion of Installation of Your system. This covers defects associated with the Installation We carried out, but not product defects, which are covered by manufacturers’ guarantees and warranties (see below). Workmanship is only guaranteed if full payment has been made. The guarantee will become null and void if our standard workmanship and/or Renewables Solution is subject to misuse or negligence, and/or repaired, modified or tampered with by anyone else.
    2. We will provide You with (or arrange the provision to You of):
      • (a) copies of the product guarantees and warranties which You benefit from;
      • (b) copies of all certificates, user manuals, guides, instructions, drawings and other documentation relating to Your Renewables Solution.
    3. In rare circumstances, Your local distribution network operator may need to carry out works in Your local area and may require You to disconnect Your Renewables Solution until these works have been completed. Please note that We will not be legally responsible to You for any losses that You may incur in these circumstances.
  11. Your Ongoing Rights and Obligations
    1. Once the Installation has been completed:
      (a) You agree to comply with all conditions of the consents and permissions to keep Your Renewables Solution installed at Your Premises. You must tell Us immediately if You become aware that You have not complied with these conditions.
      (b) You must maintain a broadband connection at Your Premises and keep Your Renewables Solution connected to it to enable communications with the Renewables Solution.
      (c) You must allow Us, Our personnel, contractors and sub-contractors to access Your Premises at reasonable times where We ask You in order to inspect Your Renewables Solution, to carry out any of Our responsibilities or exercise any of Our rights under the Contract.
    2. Once the installation of Your Renewables Solution has been completed, We will provide You with the necessary documentation and guidance from the manufacturer of Your Renewables Solution. It is your responsibility to follow these.
  12. Force Majeure
    1. Neither You nor We will be legally responsible to the other for any failure or delay to perform its obligations under this Contract if such a failure or delay is due to a Force Majeure Event.
    2. If the Force Majeure Event affects Yours or Our ability to carry out its obligations under the Contract for a continuous period of 3 months then the non-affected person may cancel the Contract.
    3. If the Contract has been cancelled for a Force Majeure Event and (i) You have not paid the Final Balance Payment and (ii) You are not paying the Final Balance Payment in accordance with Section 7.1.2 (via an agreed Instalment Payment Plan), We will remove the Renewables Solution from Your Premises and return Your Premises to a reasonable standard at no cost to You.
  13. Limits on Our Responsibility to You
    1. Nothing in the Contract removes or limits Our legal responsibility to You for death or personal injury caused by Our negligence. We also accept full legal responsibility if We act in a fraudulent way. This Contract does not affect any rights You have by law.
    2. Except for Our legal responsibility for death or personal injury, as set out above, We are not legally responsible under this Contract for:
      a. any losses that are not Our fault, or that We could not have reasonably expected when We entered into this Contract; or
      b. any financial losses (for example, wasted expenses or loss of profit, income, opportunity, contract or goodwill) whether direct, indirect or consequential.
      c. Our total liability to You shall not exceed £15,000.
  14. Ending Your Contract
    1. Expiry of the Contract – this Contract will automatically end on completion of the Installation, unless it has been cancelled earlier by either You or Us in accordance with the Contract.
    2. Cancellation by You
      • a. In addition to the rights You have to cancel the Contract as set out elsewhere in these Terms and Conditions, You can cancel the Contract if You are moving home. You must tell Us when You are going to move out of Your home so We can ensure Your Renewables Solution will work for the next occupant. The cancellation will take effect on the date You move home. To do this, please contact Our Renewables Solution and Battery Support Team by email at [email protected] or by telephone on 0330 113 9488. We will acknowledge all cancellations in writing or by e-mail.
    3. Cancellation by Us
      • a. In addition to the rights We have to cancel the Contract as set out elsewhere in these Terms and Conditions, We may also immediately cancel the Contract if We are unable to complete the Installation:
        • i. for any reason (e.g. environmental, health and safety, structural or technical reasons connected with Your Premises) which has not been caused by Our neglect or default and which You have not resolved the issue within 30 days of Us telling You about it; or
        • ii. for the occurrence of an event or circumstance which prevents completion of the Installation which could not have been reasonably foreseen by Us and which You have not resolved the issue within 30 days of Us telling You about it.
    4. Cancellation by You or Us
      • a. In addition to the right to cancel the Contract if a Force Majeure Event occurs (see Section 10 for more details), either You or Us (as the person cancelling) may cancel the Contract immediately, if (i) the non-compliant person has been informed about its non-compliance and (ii) after being informed, continues to not comply for a period of 30 days.
    5. Consequences of expiry or cancellation:
      • a. If You have cancelled the Contract because We have varied the Contract or as a result of any neglect or default by Us, then (i) if You have not paid the Final Balance Payment, We will remove the Renewables Solution from Your Premises and return Your Premises to a reasonable standard at no cost to You (ii) if the final balance has been paid upfront, we will We will remove the Renewables Solution from Your Premises and return Your Premises to a reasonable standard at no cost to You and refund Your Payment.
      • b. If You have not paid the Final Balance Payment, and You are not paying the Final Balance Payment in accordance with Section 7.1.2 (via an agreed Instalment Payment Plan), We will remove the Renewables Solution from Your Premises and return Your Premises to a reasonable standard.
      • c We may charge You for the costs We have incurred up until the cancellation of the Contract (as well as costs for removing the Renewables Solution and returning Your Premises to a reasonable standard). Where We do charge You for Our costs, We are entitled to recover what You owe Us either (i) by retaining an amount of Your Deposit equal to Our costs or (ii) invoicing You for the amount owed. We will return the outstanding balance of Your Deposit to You within 30 days.
      • d. If You have a bankruptcy petition filed against You or We reasonably believe that You will not be able to pay for the Installation of Your Renewables Solution, We may choose to end or suspend this Agreement until payment in full for the completed and ongoing Installation has been made.
      • e. Ending Your Contract will not affect any guarantees and warranties provided in relation to Your Renewables Solution, any rights and responsibilities that You or We had before the Contract ended, or which are due to come into force under the Contract or to continue after the date it ended.
  15. Advice and Complaints
    1. If We fail to deliver the standard of service You expect, You can contact our Support Team so that We can put it right. You can find their contact details in the “Contacting Us” section below.
    2. We train Our Support Team to be able to sort most things out straight away. If they can’t, Our resolution team will take over. We try to resolve complaints in two working days or less. If You’re not satisfied with how We respond, You can ask Us to review Your case. We’ll look into how We’ve handled it and decide if We should do anything differently.
    3. If We haven’t resolved Your complaint after eight weeks, or if We have sent You a final resolution letter, also known as a deadlock letter, to say there’s no more We can do, You can go to the Dispute Resolution Ombudsman. It’s a free and impartial service that sorts out disputes between companies and customers. You can get in touch with the Dispute Resolution Ombudsman at:
      Telephone: +44 (0)333 241 3209
      Email: [email protected]
      Website: www.disputeresolutionombudsman.org
      Address: Dispute Resolution Ombudsman 3-4 Viewpoint Office Village Babbage Road Stevenage SG1 2EQ
    4. What they decide is legally binding for Us, but not for You.
    5. Alternatively, You can refer Your case to Our nominated alternative dispute resolution provider through the RECC. Under the RECC, the nominated provider is The Dispute Resolution Ombudsman and You can contact them via RECC at:
      Telephone: +44 (0)207 981 0850
      Email: [email protected]
      Website: www.recc.org.uk/
      Address: Renewable Energy Consumer Code, Brettenham, House, 2-19 Lancaster Place, London WC2E 7EN
    6. If You aren’t happy with what the Dispute Resolution Ombudsman decides or You may refer Your complaint to the courts of England and Wales.
    7. To ‘Know Your Rights’ and for free, independent, confidential and impartial advice on consumer issues, visit: citizensadvice.org.uk/energy. You can also call the Citizens Advice consumer helpline on 03454 040506 or fill in their energy query form. You can do any of this at any point during the complaints process.
    8. If We change Our complaints process, We will tell You through Our website
  16. Your Personal Data
    1. We respect your right to privacy and undertake to look after any information which could identify you (“personal information”) carefully. We strictly comply with all UK data protection laws, and we are listed on the public register of data controllers, which is looked after by the Information Commissioner.
    2. Our separate Privacy Policy applies to our customers, users of our products and services, and to our prospective customers who have shown an interest in our products and services.
    3. This Privacy Notice tells you who we are, how we collect, share and use your personal information, and how you can exercise your privacy rights. It applies to personal information that we use to provide you with our services or products, and personal information which we collect through our website. If we change the way we handle your personal information, we’ll update the Privacy Policy and you’ll be able to see the changes.
    4. Our Privacy policy is available for you to view here: https://www.glowgreenltd.com/privacy-policy/
    5. If You don’t pay
      1. If You owe Us a balance after installation, You agree to make all payments You owe Us promptly and without any deductions whatsoever. If You do not pay promptly and in full when amounts owed to Us are due, or where We have reminded You that amounts are overdue, We may take reasonable action to recover any amounts owed, together with any costs We incur in dealing with an overdue payment. We may appoint a debt collection agency and/or take legal action if You do not pay (e.g. the Final Balance Payment).
    6. How We’ll contact You
      1. If You have given Us an email address or mobile telephone number We may email or text You to manage Your account or to provide You with useful information. We may also send You messages by social media if You have provided Us with these details.
      2. If You change Your email address, social media account or mobile phone number You will need to let Us know straight away to make sure You still receive messages from Us.
    7. Contacting Us
      1. If You wish to contact Us, please:
        • a. Write to Us at:
        • Glow Green Limited, 5th Floor, Avalon Building, Bournemouth, BH8 1EZ
        • b. all Our Customer Service team on 0330 113 9488 between 9am and 5pm Monday to Friday. This is a local rate number when You call from a landline, and If You call from a mobile, charges may vary.
        • c. Email Us: [email protected]
    8. General
      1. We reserve the right to change the terms of the Contract. If We do, We will notify You about the changes and when they will take effect. If You do not agree with the changes, You can cancel the Contract with immediate effect by telling Us by e-mail or in writing by post within 7 days of receiving Our notification.
      2. By agreeing to the Contract, You agree to Us carrying out a Credit Check on You. We may carry out this check before You have paid Us the Deposit. If for any reason You fail the Credit Check We reserve the right to immediately cancel the Contract.
      3. If any court, ombudsman or any other competent authority decides that any aspect of a provision of the Contract is invalid or unenforceable, that aspect of that provision shall be severed from the Contract and shall have no effect on the remainder of the Contract.
      4. The Contract is governed by the laws of England and Wales. Your statutory rights as a consumer are set out in legislation and nothing in the Contract, or any of Our Marketing Materials shall affect any of Your or Our statutory rights.