Terms of service

What this covers

These terms cover the quotes we give and the installation work we carry out on homes and on commercial premises.

They are written in plain English on purpose. Where they are silent, the law still applies, and nothing here removes a right you have as a consumer.

Quotes and estimates

An estimate worked out from your bill and your postcode is an estimate. It tells you roughly what a system would cost and roughly what it would do, and it is free.

A fixed price follows a survey, when an engineer has seen the roof, the consumer unit and the cable routes. That is the number we hold ourselves to.

A fixed price can change if the scope changes after you accept it, or if the survey or the strip-back finds asbestos, structural work or a supply that will not take the system. We tell you before we carry on, not afterwards.

What is included and what is not

Your written quote lists what is in the price and what sits outside it. The same two lists are set out on our homepage so you can read them before you ever speak to us.

We keep one copy of those lists rather than two, so the site and the quote cannot contradict each other. Where your job needs something that is not on them, it goes on the quote in writing.

Access, scaffolding and the site

We need access to the roof, the loft, the consumer unit and a route for cable, plus somewhere to stand scaffolding and somewhere to park the van. We agree all of that at survey, not on the morning.

The property needs to be safe to work on and work in. If we turn up and it is not, or access we agreed is not there, we will have to come back, and a return visit can carry a cost.

Grid approval

We submit the application to the distribution network operator and handle the G98 notification or the G99 application. We do not decide the outcome, the network operator does.

An approval can come back with conditions, for example a cap on export or a limit on inverter size. If a condition changes the design we explain what it means for your system and your price before we order anything.

Cancellation

If you are a consumer and you sign away from our premises, you have a statutory cancellation period and you can change your mind within it without giving a reason.

The exact length of that period, how you tell us, and what happens if you have asked us to start early are all TO CONFIRM pending legal review. Until this page is signed off, treat your statutory rights as the floor and ask us in writing if you want to cancel.

Warranties

There are two different warranties on your installation and they are worth keeping apart. Our workmanship warranty covers the way we fitted it, so the mounting, the wiring, the sealing and the labour to put right anything we got wrong. Its length is TO CONFIRM.

Manufacturer warranties cover the equipment itself, the panels, the inverter, the battery and the charger, and they come from the manufacturer on their terms. They pass to you with the handover pack. We will make a claim on your behalf, but we cannot extend what the manufacturer offers.

Complaints

Tell us first, by phone or email, and we will come back to you. Most things are a return visit rather than an argument.

If we cannot put it right between us there is an escalation to an independent scheme. The scheme is TO CONFIRM, because it follows from the certification ES Group registers under, and we will name it here once that registration is confirmed.

Who we are

Energy Services Group Limited. Company number 17236544. Registered office: 5 Brayford Square, London, England, E1 0SG.

• Email: info@esgroupuk.com
• Phone: 0800 000 0000
• ICO registration reference TO CONFIRM
• Last reviewed TO CONFIRM