TERMS AND CONDITIONS OF SERVICE
The terms and conditions stated within this document apply to World OfSolar Maintenance Ltd, 1st and 2nd Floor Offices, 77 East Street, Chichester PO19 1HL (“the company”, “us”, “we”, “our”).
This agreement covers the costs of all labour and parts (including VAT) associated with any repairs required to ensure your solar PV system is in working order. There are no limits to the number of callouts you may have during this agreement.
An annual inspection of your solar PV system will be carried out by World OfSolar Maintenance Ltd.
To adhere to our terms, all customers who have not received an install of their Solar PV system with World Of SolarLtd will receivea health check within 90 calendar days from the start of the agreement.
The World Of Solar Maintenance Ltd heath check is inclusive of; performing a test of the installation, checking modules for excessive soiling from dirt build up or animal waste, confirming proper system signage is in place, inspecting the inverter (making sure it does not show excessive external cracking or signs of wear), ensuring the module wiring is secure and not resting on the roof, hanging loose and exposed to potential damage, inspecting racking system for any defects including rust, corrosion, sagging and missing or broken clips or bolts, collecting inverter readings, make, model and serial number, checking for wildlife nesting under the solar panel array, checking for potential new shade items such as a satellite dish or trees, inspecting PV modules for visual defects that can appear in the form of burn marks, discoloration, delamination, or broken glass and supplying a full report including photographs when appropriate. Annual health check visits will be carried out on an agreed date during normal working hours.
What our health check does not consist of; Additional time on site to complete any repair work found as a result of our inspection, additional materials for repair work any repair work found as a result of our inspection, cleaning of the Array (Can be added to the cost of a Green Way Solar Health Check, ask when booking the service), removing or replacing faulty inverter.
Customers who had installation of their solar PV system with World Of Solar Ltd will receive a remote health check.
Breakdown calls will be prioritised over service calls.
World Of Solar Maintenance Ltd aim to provide all our customers with an exceptional service that fits your individual requirements. If you are unavailable for your appointment time previously agreed with World OfSolar Maintenance Ltd you should contact us at your earliest convenience to arrange an alternative appointment. Failure to provide World OfSolar Maintenance Ltd with 48-hour cancellation notice may incur a callout charge.
As part of our maintenance service, we reserve the right to contact you each quarter to take your generation metre readings to ensure you are getting the highest performance from your solar PV system following any repairs that have been executed.
Cover for new maintenance agreements will commence once we notify you of our acceptance of your application, subject to successful processing of payment or direct debit. If you do not choose to pay the annual subscription in advance, your monthly payment for your maintenance plan must be made in advance.
Repair requirements requested to be carried out during the period before payment is received may incur a callout fee.
If your account payments fall in to arrears your maintenance plan may be terminated and subject callout fees.
World Of Solar Maintenance Ltd.’s maintenance plan agreement is a rolling agreement and you have the right to terminate this agreement by giving not less than 30 days’ notice in writing.
Should you wish to cancel your membership, please send your cancellation notice in writing via email to the Operations Manager at email@example.com.
This maintenance agreement only covers the components already in your current solar PV system, World OfSolar Maintenance Ltd.’s maintenance plan agreement does not cover any damage to your property from a previous or alternative contractor, nor any existing roof repair requirements.
If the maintenance of your solar PV system requires any parts, World OfSolar Maintenance Ltd reserve the right to commence repairs using parts with similar specification. Should your inverter or unit by unrepairable and need replacing, we reserve the right to use an inverter or unit of identical specification, many inverters and units become obsolete after three years once no longer in production.
Free Health Check
All new customers who have not had their solar PV installation with World Of Solar Ltd, must have an initial health check within 90 days of entering a maintenance plan with World Of Solar Maintenance Ltd where a full system diagnosis will be undertaking with full checks carried out (access to your attic and location of equipment will be required). Customers will be issued with a Health Check Assessment Report. The first health check is free and covered in your maintenance plan. World Of Solar Maintenance Ltd will arrange your free system health check at your earliest convenience within the first 90 days of your maintenance plan commencing.
World OfSolar Maintenance Ltd.’s maintenance plan does not cover any electrical or maintenance work required prior to the initial free health check and you may be faced with a callout charge and labour costs.
If electrical or maintenance work is performed on your property by a third-party which involves, alters or affects your solar PV system this will not be covered by your World OfSolar Maintenance Ltd plan. If any corrective work is needed following a third-parties work you may be faced with a callout charge and labour costs.
All additions, adjustments, enhancements and/ or upgrades made to your solar PV system by a third-party company, not prior authorised by World OfSolar Maintenance Ltd will nullify your existing maintenance contract and current callout and labour charges will apply.
In cases where a fault occurs and a technician from World OfSolar Maintenance Ltd is appointed to visit your property, if solar panels are found to be faulty (inclusive of inverters and micro inverters) World Of Solar Maintenance Ltd will liaise directly with the manufacturer of the faulty product where they are deemed under warranty. A receipt must be provided for proof of purchase in order for us to arrange any replacement and re-installation.
Technician callouts are covered under the terms of our maintenance agreement and will not incur any additional cost during the active subscription of your plan. If you are not the owner the property with an installed solar PV system, it is your responsibility to check with your landlord whether you are already covered prior to entering a maintenance agreement with World OfSolar Maintenance Ltd. You will not be entitled to a refund if it is later found your system is covered by a third party.
If scaffolding is required for access additional charges may apply to cover the costs.
If a customer refers World OfSolar Maintenance Ltd, they will receive £25 for each referred customer that enters into a maintenance plan with World Of Solar Maintenance Ltd. Minimum term of 6 months applies for the referral, if you decide to leave before 6 months then you will be liable to return a fee of £25.00back to World Of Solar Maintenance Ltd.
World OfSolar Maintenance Ltd reserve the right to assign or transfer all or any part of our rights to a sub-contractor and obligations to this agreement without your consent if they hold MCS accreditation’s or are regulated under the electrical standards governing bodies.
We reserve the rights to amend the terms and conditions of your solar PV system maintenance agreement at any time. Any changes made to World Of Solar Maintenance Ltd’s terms and conditions will be updated on the World Of Solar Maintenance Ltd website at Terms & Conditions the latest terms on World Of Solar Maintenance Ltd.’s website invalidate any previous terms and conditions. Customers will be notified of any changes in writing within 28 days and your right to cancel will apply.
You have the right to cancel this maintenance agreement at any time with 30 days written notice via email to Operations Manager at firstname.lastname@example.org If your agreement is paid monthly by Direct Debit, we will stop the agreement after your next payment has been processed once you have submitted your 30 days written notice, you will be liable for any outstanding costs relating to any upgrades that have not been settled in full.
Any delay on our part enforcing any term and condition right or remedy in respect of this agreement will not be deemed to be a waiver of any such terms and conditions.
For customers without a maintenance agreement all electrical technician callout charge are chargeable at a standard fee of £165.00 for the first hour and £60 an hour thereafter. All customers who have an active maintenance agreement will not pay for these charges after their free initial health check, however if we conduct a repair on your domestic or commercial solar PV system and if you cancel your direct debit without an agreed cancellation of World OfSolar Maintenance Ltd maintenance agreement you may be liable for these charges.
World OfSolar Maintenance Ltd provide full telephone support for customers with an active maintenance agreement, customers must first contact our offices. This process must be completed prior to arranging callout. Upon opting in for World Of Solar Maintenance Ltd maintenance agreement, all customer must provide the following information for their solar PV system such as: building’s roof type (slate/concrete/rosemary/steel construction), size of system (amount of panels, make model and serial number of inverter) and a recent meter reading. World Of Solar Maintenance Ltd does not accept any liability for the workmanship nor the installation nor are we liable for your generation, from any work carried out from a third party inclusive of the company responsible for your original installation.
World Of Solar Maintenance Ltd maintenance agreement is not an insurance policy or a warranty for your PV system.
Customer Complaints Procedure
World OfSolar Maintenance Ltd is devoted to providing exceptional customer service. Whilst every effort is made to ensure complete customer satisfaction, we appreciate mistakes can happen. Our complaints procedure is an assurance for people who feel dissatisfied their experience that we have a consistent approach to following up and responding to any complaints with the objective to continuously improve our performance.
World Of Solar Maintenance Ltd have a simple 3-step approach for ease when handling complaints.
How to complain:
By Phone: 03333355954
By Email: email@example.com
By Post: 1st and 2nd Floor Offices 76-77 East Street Chichester PO19 1HL .
How we handle complaints and what will happen next:
We have designated employees who will ensure your complaint is registered, acknowledged and responded to in accordance with our complaints handing process below. We may request further information to enable us to investigate any concerns raised. Please note, if relevant information is not provided, we may be unable to fully investigate your complaint.
Stage One: Upon receiving your complaint, this will be recorded on the system and allocated a reference number. You will receive acknowledgement of your complaint within 5 working days in writing or by email. When acknowledging your complaint, we may request information from you to be able to investigate your concerns, once the relevant information has been provided, we will fully investigate your concerns and provide a response within 7 working days. If it has not been possible to resolve your concerns at stage 1, we may escalate your complaint to stage 2 of our complaints procedure once reviewed by a departmental manager. However, should no further information be provided your complaint may not be escalated and this will be our final response to the matter.
Stage Two: If it has not been possible to resolve your complaint at stage one, it will be reviewed by a departmental manager. You should expect to receive a full response within 7 working days, or a letter explaining any reason why further time is required to investigate your complaint and details of when you should expect a full response by. You will receive a letter or email confirming the outcome of your appeal and whether this has been escalated to stage 3 of our complaint’s procedure.
Stage Three:Should the complainant be dissatisfied with the way their complaint has been dealt with, the complaint will be reviewed by our Managing Director who will liaise with relevant departments to try and resolve the matter amicably. Should the Director feel the complaint does not require further investigation, you will be notified in writing that World OfSolar Maintenance Ltd have issued their final response to the matter. You will be provided with a response to your concerns in writing within 10 working days.
Your Right to Cancel
If you change your mind and wish to cancel the Contract you should tell us as quickly as possible and confirm this in writing. You have the right to cancel this contract during the ‘cancellation period’ without giving any reason.
The cancellation period will expire after 14 (fourteen) calendar days from the date of this contract. To exercise your right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g., a letter sent by post or email).To meet the cancellation deadline, you must send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
You should think carefully about the consequences of cancelling the Contract at different stages. However, you may change your mind and cancel the Contract from the Commencement Date to 14 (fourteen) days after the date of completion of your installation and your deposit will be refunded in full and without penalty within 14 (fourteen) days of signing the contract and before any of the goods are delivered. This is over and above Your statutory rights.
If we have completed (or partially completed an installation) you should think carefully about the consequences of cancelling the contract at this stage. we will return to your property to remove the goods and you must allow us to do so. You should plan carefully for this. We will carefully remove the Goods and leave Your property safe, secure and watertight. It is likely to be impossible to refit your old goods back into the property and we are under no obligation to do so. However, we will ensure that any gas or water pipes are safely capped off and your property boarded up or sealed so that it is temporarily protected from bad weather. We willand we can handle it correctly. All specifications are approximate only and are subject to normal margins of tolerance for the materials and installation in question.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, excluding the costs of delivery.
We reserve the right to make a deduction from the reimbursement for loss in value of any goods supplied, or service work carried out if the loss is a result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:
a)14 (fourteen) days after the day we receive back from you any goods supplied, or
b)(if earlier) 14 (fourteen) days after the day you provide evidence that you have returned the goods, or
c) If there were no goods supplied, 14 (fourteen) days after the day on which we are informed about your decision to cancel this contract.
You will not incur any fees as a result of the reimbursement. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed with World OfSolar Maintenance Ltd otherwise.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
If you wish for us to commence work within the 14 (fourteen) days
If the nature of the work you wish us to undertake is urgent or you do not wish to wait for the 14 (fourteen) day cancellation period to expire, you must provide your agreement to us starting work for you within the cancellation period. That agreement must be in writingby email or post. You may confirm your wish for work to commence within the cancellation period within this contract. By so doing, you are providing your agreement in writing to enable us to commence work within the 14 (fourteen) calendar day cancellation period.
Where you have provided your consent for work to commence within the 14 (fourteen) calendar day cancellation period and you later exercise your right to cancel, you will be liable for any costs, VAT and disbursements incurred up to the point of cancellation. If the service has been fulfilled within the cancellation period, you will lose your right to cancel the contract.
Unless you make an express request for us to commence work within the 14 (fourteen) day period will not be able to undertake any work until the end of the cancellation period.
If you decide that we should stop working for you, you will pay our charges up until that point. These are calculated on an hourly basis plus expenses or by proportion of the agreed fee as set out in these terms and conditions.
Related Credit and Other Agreements
If you decide to cancel your contract for our goods and services, then any credit agreement and any other ancillary contracts related to the main contract will be automatically cancelled.
Our rights to cancel
If, within 14 (fourteen) days (fourteen) of us informing you in writing of a serious breach of your obligations to us you have failed to rectify this breach, we will have the right to cancel this contract.
Should we suffer any losses due to a breach, we will have the right to cancel this contract.
We will agree a suitable timeframe with you for carrying out installation. By signing this contract, you are confirming that you agree with this timeframe. We aim to complete the delivery and installation on or as close to the delivery and installation date as reasonably possible, but we will liaise with you over any reasonable changes to that.
There can be occasions that this timetable may need to be varied, due to, for example, poor weather or unavailability of goods and services. We will inform you of any delay we become aware of at the earliest possible opportunity. We would then arrange a new mutually agreeable timeframe.
In the case of severe delays to the delivery of goods then you may be offered different products of equivalent specification, value and quality, so long as they are MCS certified. You can either accept that offer, wait for the products you ordered or choose to cancel the contract without penalty.
If a change or delay is caused by something that is within our reasonable control, we will notify you as soon as reasonably possible and agree with You an alternate Delivery Date. We will take steps to minimise the delay and, if the delay lasts for more than 60 days from the original Delivery Date (unless You have asked for a longer period), We will allow You to cancel the Contract. You will receive a refund of any deposit paid within a further 14 (fourteen) days less, at Our discretion, any fees and charges due for the Preparatory Work completed so far. Should the delay be caused by you, we will attempt to accommodate that delay without cost to you. However, if the delay incurs us in extra costs, for example scaffolding, we will require that you cover these costs.
If a change or delay is caused by something that is not within Our reasonable control, we will notify you as soon as reasonably possible about the change or delay and the reasons for it. All work will be completed within a reasonable timeframe.
The installation will be carried out strictly in line with the MCS Standard relevant to the technology, and to any document referred to within that standard. In addition, we will ensure at all times that we meet all our obligations under the RECC Consumer Code.
The goods we supply will be of satisfactory quality and fit for the purpose. They will operate as we have described to you.
We will have insurances in place which will cover any loss or damage caused by us or our agents.
You do identify a fault or problem with the Goods, we will investigate the fault, which may include coming back to Your property if necessary. You agree to cooperate with us to enable us safe and easy access to our property and the installation area. You will be required to facilitate to us normal services free of charge; this would include toilet, washing, water facilities and electricity.
Any work to prepare for the installation, carried out by you or a third party that you employ should be carried out in line with the agreed start date for the installation. If this work hasnot been completed and a consequent delay is caused you may be liable for any costs incurred by us for such a delay.
The work will be carried out by personnel trained in each of the tasks they are assigned.
You will be given warranties for both the installation itself and for the installed goods. The terms of these warranties will be given to you in writing and we will explain them to you verbally.
Within seven days of the completion of the installation we will hand over to you all documentation required as set out within the appropriate Microgeneration Installation Standard.
We do not accept liability for the following faults with your installation:
a. any damage caused by you following the completion of installation;
b. any damage caused by you, or anyone acting for you, in attempting to repair the fault without our consent;
c. any damage caused by fair wear and tear of the goods.
Transfer of Rights and Third Parties
We may transfer Our rights and obligations under this Contract to a suitably qualified third party of our choosing. We will tell You in writing if this happens and we will ensure that the transfer will not affect Your rights under this Contract.
You may not transfer Your rights and obligations under this Contract to any other person without Our consent.
This Contract is between you and us. To the extent permitted by law, no third party has any rights to enforce any of the terms of this Contract.
Using your Personal Information
We will use the personal information You provide to Us in accordance with the Data Protection Act 1998 and more specifically to:
a. Supply the Goods and Services to You;
b. Process any payments that You make for the Goods and Services, including if necessary conducting credit reference checks;
c. Register Your installation with any relevant bodies, including Your deposit protection and insurance backed guarantee and any competent persons scheme;
d. Address any concerns or complaints that You have about the Goods and Services, including liaison with HIES and The Ombudsman Service Limited (registeredcompany number 04351294); or
e. Where the law requires Us to share Your information with third parties, including law enforcement agencies;
f. and by entering into the Contract You expressly signify your acceptance to ourprocessing of Your personal information in these ways.
We will use Your information in accordance with your wishes and you may notify us of any changes to those wishes by emailing us at firstname.lastname@example.org
Any deposits and advance payments that you make to us can only be used to carry out work under this contract.
We are required under the Renewable Energy Consumer Code to protect the Workmanship Warranty and any advance payments and deposits with an insurance policy. World Of Solar Maintenance Ltd will give to you the information and contact details of this insurance company with your quotation. Should World OfSolar Maintenance Ltd fall into receivership, bankruptcy or administration, you will be entitled to claim on this policy.
When we purchase goods for use under this contract the legal title to those goods or the proportion of which you have paid us for will pass to you. We will either store them for you, marking them as your property and kept separate from other goods, or we will deliver them to you. Any goods belonging to you we will ensure are insured until they are delivered to you. If you wish, you may make arrangements to inspect the goods or to remove them from our premises at no additional cost to World OfSolar Maintenance Ltd.
The quotation will set out in detail when invoices will be sent and the amounts due for each payment.
If we have requested a deposit, then this deposit will not exceed 25% of the total contract price set out in the quotation. Should you decide to cancel this contract within the cancellation period, then this deposit will be returned to you within 14 (fourteen) working days.
If we have requested advance payments in addition to a deposit, the total of all advance payments and deposits will not exceed 60% of the total contract price.
We will not request advance payments to be made any more than 4 weeks from the agreed delivery or installation date.
If we have requested a deposit before a full technical assessment of your property has been made, and we are unable to proceed because of something discovered during that technical inspection, then any deposits or advance payments will be returned to you within 14 (fourteen) working days.
If you are having difficulties in facilitating payment or are disputing any fees payable on an invoice, you must notify us in writing within 7 (seven) days of receipt of the relevant invoice.
You should make the payments agreed on the quotation as they become due. The final payment will be due on completion of the installation. We may cease work if you fail to make any agreed payment. Should you fail to pay the amount specified in an invoice sent to you by the agreed due date, World OfSolar Maintenance Ltd reserve the right to charge you interest until you pay the amount due. The interest rate we will charge will be 2% above the Bank of England base rate. If we intend to cease work, we will give you notice of this in writing.
It is not permissible under this contract to withhold any more than a proportionate amount of the outstanding balance for any alleged defect. If you do withhold any amount after a payment has become due, you should state the reasons for withholding payment and give us notice of your intention before the final date on which payment is due.
If you have not made a payment that is due to us and you are in breach of this contract and we have ceased work, you may have to compensate us for any additional costs World OfSolar Maintenance Ltd have incurred. Dependent on the circumstances, we may require that the goods are returned to us. If necessary, we will take legal proceedings to recover the goods or/and any outstanding amounts due to us.
Goods belonging to us
All goods delivered to you that belong to World OfSolar Maintenance Ltdare required to remain clearly identifiable as our (the company) property and kept in the original packaging. Until the title to the goods is transferred to you, the goods should be stored in such a way as they are protected from damage.
Should you fear for the safety of the goods in any way, or you feel that the goods are causing any form of hazard you should contact us.
Should you terminate the contract for any reasonwe will make arrangements with you to collect the goods, we will then reimburse you if any of your money was used to purchase a proportion of the goods within 14 (fourteen) working days. The amount of any reimbursement may be reduced by any reasonable costs we may have incurred. If you do not make adequate and reasonable arrangements with us to allow the goods to be collected, we retain the right to take legal proceedings to recover the goods or their value.
Changes to the planned work
After you have signed your contract, if you decide to make changes to any planned work you should contact us without delay. Wherever possible, we will incorporate your changes, where we are able to accommodate your changed and agree, we will require that you set out a conformation of your request in writing and withing 14 (fourteen) days.
If we are not able to agree to your changes, we will inform you as to why it is not possible for us to do so.
Any changes to the original design may mean an adjustment to the cost of the installation. Any adjustment in the cost, either in addition or subtraction will be dealt with as a Variation of Contract, you will receive a written agreement including a price adjustment. You are also entitled to cancel the contract if there are changes in the original design or if the main Energy Generator differs to that in the quotation, as outlined in clause 2 of this contract.
There can be occasions when we come across unexpected work, should this arise, we will discuss this with you. If it is an area of work in which we are competent to operate, we will issue you with a quotation to complete that work. We will have documented on the quotation the normal rate for the work of our installers. If the work is outside our area of competence, we will assist you in finding a suitably qualified contractor to carry out the work. If this unexpected work causes a delay in the installation process, we may need to make reasonable charges for this delay.
Workmanship Warranty Guarantee
We warrant to you that the installation will be carried out by appropriately qualified and trained personnel. They will use a level of reasonable care and skill as it is reasonable for you to expect. The warranty period for the installation services shall be 12 months from completion of the installation services.
We will offer a 30-day customer assistance period after the installation, where we will help you fine tune your settings, and help you get to know your renewable system and its controls. After the 30-day customer assistance period ends, you will need to contact the manufacturer for any assistance thereafter.
If you make a valid claim about our service in accordance with our terms and conditions, we may arrange for the relevant products to be reinstalled by any of our registered or approved installers, or refund to the customer the charge for the relevant part of the installation service (or a proportionate part of such charge).
This warranty will only apply:
If the product has been installed by us and has been properly used and maintained throughout the warranty period; If you have informed us of the alleged defect within the warranty period and within a reasonable period of discovery.
You will promptly provide all information and support including access to site and services that are reasonably necessary to enable us to evaluate any alleged defect and to perform its obligations under this warranty.
You will ensure that all premises, plant, power, fuel support services and other inputs that you provide for the installation and use of the products are reasonable, are fit for purpose and will be properly used and provided.
Any dispute as to whether a defect is covered by this warranty shall be immediately referred at the request of either party to the Home Insulation & Energy Systems (RECC) Contractors Scheme as detailed in Principle 8 and if necessary, Principle 10 of The Home Insulation & Energy Systems (RECC) Contractors Scheme.
Where we have installed a system in a property that is sold within the warranty period the warranty will pass to the new legal owner of the property. It may not be transferred to or exercised by any third party.
This warranty is governed by English law and the English courts or by the law and the courts governing where your property is, if this is outside England or Wales.
Most products supplied by us come with the benefit of a manufacturer's product guarantee. Where a claim in respect of any of the products is notified to us by you in accordance with our terms and conditions, we will liaise with the manufacturer and use all reasonable endeavours to secure a replacement of the product (or the part in question), or a refund of the price of the product (or a proportionate part of the price). This warranty does not replace or limit your legal rights to bring a claim against us as the retailer of the goods supplied.