Terms and conditions

This document contains terms and conditions for the following:

• OVO solar purchase and installation
• OVO Air Source Heat Pumps (“ASHP”) and installation

1. OVO solar purchase and installation – Terms and Conditions

Terms and Conditions from 18th November 2024.

Last updated 16/09/25

1. About Us and our relationship with OVO
   1. We are Acer Renewables Ltd, The Greenlaw Works, 6 S Greenlaw Way, Glasgow G77 6EF, SC709831 and VAT: GB390334992 referred to in these terms (“Terms”) as “us” or “we”. We are a franchisee of OVO (S) Gas Limited (referred to in these Terms as “OVO”) and operate as an independent business licensed by OVO. References to “you” in these Terms are to the person named as the customer on the quote documentation.
   2. The supply and installation of your solar package will be carried out by us and your contract is with us not OVO. 
   3. For the purposes of these Terms and your contract with us, solar package means the sale, supply and installation of the solar panels and any battery storage equipment you have ordered (as detailed in your accepted quote documentation) these items are referred to as “goods” in these Terms. It does not extend to energy tariffs or other services or products bought or sold as a consequence of the installation unless expressly stated in these Terms.
   4. Although we are responsible for the supply and installation of your solar package, we have appointed OVO as our agent to collect and process all payments due from you to us under these Terms. OVO is acting as our agent in providing this payment service and this does not mean OVO is responsible or liable for the contract between you and us for the solar package. 
   5. All enquiries about your order must be made to us at [email protected] not OVO.
2. About these Terms
   1. These Terms and your accepted solar package quote form your contract with us for the purchase and installation of your solar package. Please read these Terms carefully before agreeing to them. If you would like to discuss any part of the Terms, please contact us using the address or telephone number provided in your quote documentation or any email correspondence from us in relation to your purchase of your solar package or as shown under paragraph 1.5 above. 
   2. These Terms are governed by English law and any claims can be brought in the English courts. However, if you live in Wales or Scotland you (and we) can instead bring any claims in the courts of the country you live in.  
3. Acceptance of Quote and your Cancellation Rights
   1. Your quote is valid for a period of 30 days from the date indicated (including any updated quotes you may receive as a result of any changes to the works). Your quote is subject to these Terms. By accepting the quote, you are agreeing to these Terms but no contract is in place until we send confirmation of your order to you. 
   2. Where you have requested financing for your order (see paragraph 7.9 below) then your quote with the finance option may be issued directly by OVO but your contract for the installation of the solar package is still with us.
   3. You must be over 18 years old to enter into this contract and to accept a quote.
   4. You can change your mind and cancel your contract with us from the day after you agree to these Terms until the date 14 days from the day your goods are delivered (your Cooling Off Period). If you cancel after your goods have already been installed and within the Cooling Off Period you will be responsible for the costs associated with removing them. For full details about your cancellation rights see paragraph 12 below.
4. Delivery and arranging your installation date
   1. Once you have paid your deposit our team will be in touch with you to arrange a mutually convenient time and date for the delivery and installation of your solar package. There may be times when we may not be able to meet the delivery and/or installation dates. See paragraphs 4.2, 4.3, and 6.7 to 6.13 below for what happens in these circumstances and your rights.
   2. Should you wish to amend your delivery and/or installation date you will need to contact us using the details shown in paragraph 1.5 above or on your quote documentation or in email correspondence with us. You will need to give us at least 72 hours’ notice prior to your installation start date (being the date we will arrive to erect your scaffolding as stated in your confirmation schedule email). We reserve the right to charge you for our costs incurred in respect of such cancellation if we do not receive such notice. In the event that you cancel your installation more than twice we reserve the right to cancel this contract and refund your deposit.
   3. We reserve the right to cancel or postpone your installation at our sole discretion for any reason. This could include where we are unable to proceed with the installation where we discover issues prior to or during installation which means it is unsafe or not possible to commence or continue with installation, or where we cannot commence or continue with the installation as a result of works required by you not being undertaken or where you have done or not done something which prevents us from commencing or continuing (such as granting access) or where we believe that the weather or the occurrence of an event or circumstances at or near your property on the day means that we cannot carry out the installation safely. We will try to give you as much advance notice as possible but will not be liable for any loss you may suffer as a result of such cancellation. Aggressive, abusive and/or violent behaviour towards us or our contractors will not be tolerated and we reserve the right to cancel the installation and terminate your contract with us with immediate effect in the event of such behaviour.
5. Title and risk 
   1. You will own your goods once you have made payment in full for them in accordance with these Terms. You are solely responsible for looking after your goods from the time they are delivered to the address you have provided to us and for any loss or damage that may occur to them in your safekeeping.
   2. If the contract between us is ended early for reasons set out in paragraphs 12.1 to 12.3 of these Terms then you must return the goods to us – we’ll tell you how to do this. If you don’t return the goods to us, we may have the right to take legal proceedings to recover the goods or their value and you might also have to pay compensation for reasonable costs or losses we reasonably incur in relation to retrieving the goods. 
6. Installation, permissions and approvals
   1. We will advise you on the approvals and permissions that you might need, but you must get all relevant permissions (such as planning and building consents) before we start work on the installation. If we ask to see those permissions (and related drawings and/or specifications) you’ll need to show them to us. We are not obliged to undertake any works where you have not obtained any necessary approvals or permissions. If you haven’t managed to get the permissions in the time set out in the timetable, we might have to revise the timetable and possibly the quote to take account of the delay.

Checking your roof warranty

1. It is important to note that fitting solar panels to your roof may invalidate any roof warranty you hold. You should consult with your roof warranty provider before going ahead with any installation. We cannot be held liable for your roof warranty being invalidated as a result of an installation.

Technical Site Survey

1. If additional information is required prior to your installation which we weren’t able to obtain from our initial survey, we may need to carry out an onsite technical survey. On the agreed day of the survey, you will need to ensure that there is someone over the age of 18 in the house at all times. All our solar surveyors will carry ID.
2. Your onsite technical survey will take approximately one (1) hour. You will need to provide our surveyors with full access to the property including the loft, garden, all rooms, garages and conservatories and your heating and metering cupboards. You must ensure that our contractors have clear access, and any obstructions are removed. Our surveyors will need to take photographs of certain areas of your property during your appointment and ask you a series of questions about your property and your energy consumption. 
3. If our surveyor cannot gain access or considers that the circumstances to carry out the appointment are potentially dangerous or where there is a risk to health or safety, (e.g. where work is required in a loft space and permanent boards, railings, lighting or ladders are not in place) we or our contractor may, at their discretion discontinue the appointment. You will be contacted by us about this.
4. If you have a loft conversion and we cannot view the whole of your roof but we can see part of the structure, we will assume that the condition of the structure for the whole roof is consistent with the parts that we can see. We will estimate the dimensions of the roof timbers based on the parts that we can see and other roof measurements that we have taken with an error factor added. We will also assume that the loft conversion works have not compromised the structure and are in line with building regulations at the time of the conversion. However, as part of your roof structure is hidden from view your structural survey will be partly based on assumptions and we can give no warranty as to the accuracy of the results. We will not be held liable if it is later discovered that your roof was not suitable for the installation of solar panels and for any damage or costs incurred as a result of this. If this is the case you will be asked whether you want to continue with your solar installation on this basis. If you do want to continue we must ask that you sign a form confirming that you are happy to proceed on the basis that we are not liable for any damage or costs incurred as a result of the roof not being suitable for the installation.

The timetable

1. We agree to supply the goods and carry out the installation work as set out in the timetable that we have agreed with you and which is set out in the quotation. Your acceptance of these Terms shows that you agree to continue using that timetable. 
2. We will make every effort to complete the work by the time agreed with you. However, sometimes there may be delays for reasons beyond our control, for example severe weather, problems sourcing or transporting equipment, government rules changing, or delays caused by you not getting finance, planning permission or approval from the distribution network operator when we expect, access to the property not being given or where applicable, if any of the requirements described in paragraphs 6.1, 6.2, 6.4 or 6.5 are not fulfilled. We can’t be held responsible for those types of delays. 
3. If there are such delays we’ll tell you as soon as possible, and we’ll adjust the timetable by written agreement.
4. In the case of a delay to the delivery of goods beyond the time or period we’ve agreed, or where no time or period has been agreed beyond a period of 30 days from the date you agree to this contract, then you might be offered different products. These will be of a similar 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 as detailed in paragraphs 12.1 to 12.311.3 below. We will not be liable for any failure to meet the timetable where you choose to wait rather than accepting alternative products.

Consequence of delay

Consequence of delay caused by us

1. In the case of an unreasonable delay to the delivery or installation of your solar package for reasons that are within our control, then you can cancel the contract as detailed in paragraph 12 or 12.7 of these Terms (depending on the circumstances). 

Consequences of delay caused by you 

1. We will aim to accommodate small delays without charging you extra.
2. If any delay caused by you means that we incur extra costs, then you will be liable to pay for these costs and we’ll adjust the price accordingly. This might also mean that we need to adjust the timetable to complete the works.

Access to services

1. We’ll need to have access to the following free of any charge:

• Electricity supply;
• Adequate storage space for your goods (please see quote documentation for details); 
• Safe and easy access to your property from the public highway; and,
• Easy access to the area inside your property where we’ll carry out the installation, by removing belongings. You should also remove breakable or high value items from our work area and remove or cover electronic appliances. We won’t be responsible for damage caused to these items if you haven’t taken steps to protect them.

1. You, or a third party contractor you employ, might need to carry out advance work before the installation described in the quotation can start. If so, we’ll describe this to you in writing and/or provide a specification. This work must be finished before the installation work is due to start. The standard of work must be good enough for the installation and meet any specification given. If this advance work isn’t finished before the installation is due to start and/or doesn’t meet any specification we provide to you, then the conditions described in paragraph 12.9 of these Terms will apply.

Canopies

1. Where the goods are installed externally and a canopy is required by the manufacturer under the terms of the product warranties, we will not have any liability if the canopy is subsequently removed and damage to the equipment ensues. 
2. Immersion Control Unit

In some cases the solar immersion control unit will not be possible to install due to the condition or configuration of your existing immersion system. This isn't usually established until the electrician starts to work on the installation. If it is not possible to install, we will install the remainder of the system without the immersion control unit. The cost of the immersion control unit as itemised on your quote, will be refunded to you.

If there’s any work we are unable to carry out we’ll tell you and ask how you want us to move forward. If you want us to continue, any refund or additional costs will be confirmed to you in writing. If you choose to cancel, paragraph 12 will apply.

Additional charges

1. If you breach conditions set out in paragraphs 6.1, 6.6 and/or 6.7 of these Terms, you might need to pay extra costs due to delay and/or supply of additional services. You might need to pay reasonable compensation to cover those extra costs. If this happens then paragraph 12.4 (below) of these Terms will apply. 
2. Our obligations to you
   1. Our main obligation to you is to carry out the work with reasonable care and skill, according to the standards set by MCS and according to the timetable set out in the quote. MCS (the MCS Service Company Ltd) certifies low-carbon products and installations used to produce electricity and heat from renewable sources to ensure they meet a high standard. For more information see: (https://mcscertified.com/faq/consumer-faqs/).
   2. We agree to carry out the work with all reasonable care and skill in the planning, installation and commissioning of the system described in the quotation. The goods we supply will: 

• Be of satisfactory quality
• Be fit for purpose 
• Operate as described in the manufacturer’s specification(s)

1. We will carry out the installation of your system and all our communications with you in compliance with the HIES Consumer Code and MCS requirements. 
2. We’ll make sure that the installation complies with the correct MCS installer standard, which in this case is MCS 001 and MIS 3002, 3005 or 3012, where relevant.
3. Once the installed system is commissioned, we’ll give you any guarantees, test certificates, and other paperwork relevant to your goods and installation. We’ll aim to give you this when the system is commissioned, but no later than 10 days after completion. 
4. We’ll also give you all of the documentation needed, as detailed in the appropriate Microgeneration Installation Standard. If it’s a requirement of the MIS 3002, 3005 or 3012 installer standard, we’ll also give you the certificate showing that the installation has been registered with the MCS Installation Database. We’ll aim to give you this within 10 working days of the completion date.
5. The guarantees we give you will cover the goods and installation, and they will comply with the HIES Consumer Code. We’ll explain to you the terms of the guarantees in writing.
6. We’ll make sure that the guarantees will be honoured if we fall into receivership, administration, or bankruptcy during the term of the installer’s guarantee. Please see paragraphs 8.16 to 8.188.14 of these Terms for details.

Credit Arrangements

1. If you apply to enter into a credit agreement with a finance provider introduced by OVO in order to fund the cost of this contract, OVO will act as a credit broker only and not a lender. If you have been introduced to OVO for this purpose by us then we are acting as one of OVO’s introducer appointed representatives. OVO will only provide you with limited options when introducing you to the lenders OVO work with. You must decide whether the finance product you choose is right for you, we don't provide advice or recommendation. OVO (S) Gas Limited, trading as OVO, is authorised and regulated by the Financial Conduct Authority under firm reference number 957641 as a credit broker not a lender. Where there is a change to your quote you may need to cancel and reapply for finance (where applicable). Where this is required, we may also notify your finance provider in order to cancel your original finance application where you were introduced by OVO. You may have to repeat or go through credit checks and therefore your credit file may be impacted.
2. Entry into a credit arrangement does not release you from liability to pay for our goods and services received under or in connection with these Terms.
3. Price and Payment

The Price 

1. The price of your solar package (which includes VAT) is the price detailed in your quote documentation and order confirmation. We take all reasonable care to ensure that the price of the goods notified to you are correct but it is always possible that despite our best efforts the goods we sell may be incorrectly priced at the date of the contract between you and us. If this is the case and the correct price is less than the price we notified you then we will only charge the lesser amount. If the correct price for the goods is higher than the price we notified you of at the date of your contract with us then we will give you the choice to proceed at the higher price and to pay us the difference or to end the contract with us.
2. We accept payment with the following credit cards: Visa, Mastercard, American Express.

The Deposit

1. You’ll need to pay the deposit specified in your quote before your solar order can be confirmed (you will need to pay this deposit to us directly whether or not you have applied for finance through a credit agreement with a finance provider). We will not ask for a deposit of more than 25% of the quote or £5,000 (whichever is lesser) to ensure that your deposit is fully protected by our deposit protection scheme. If you decide to cancel your contract with us within your Cooling Off Period (see paragraphs 12.1 to 12.4 of these Terms) we’ll return that deposit to you in full, unless you’ve asked us to start work during the Cooling Off Period. If you cancel during the Cooling Off Period and we’ve already started work (at your request) then we may be entitled to keep all or part of your deposit and there may be other charges you have to pay. Any amounts we retain or charge for work undertaken during the Cooling Off Period (at your request) will be proportionate to the services we have supplied during that Cooling Off Period and in accordance with applicable law. See paragraph 12.4 below.
2. Once the deposit referred to in paragraph 8.1 is paid, your quotation is subject to a final technical review and also approval from your Distribution Network Operator (DNO), where you’ve been notified that such approval is required. In the event that we need to amend your quotation following this technical review then we’ll issue an updated quotation. If you don’t accept the new quotation within 30 days then we’ll refund that deposit to you in full within 5 to 10 working days.
3. Where your quote changes and you are reapplying for finance we may need to return your original deposit and for you to make a separate payment for a new deposit for your revised solar installation. 
4. It is your responsibility to notify your finance provider of any changes to your quoted contract price. OVO may also notify your finance provider where introduced by OVO. 
5. Following a new quotation, you may need to go through a new finance application with your finance provider. Where OVO introduced you to your finance provider OVO may notify them of the new quotation and they may cancel your original finance application and invite you to reapply.
6. If you don’t accept the quotation you must tell us your decision in a clear statement by telephone, or email, using the details that can be found in your quote documentation or in any email correspondence from us in relation to your purchase of solar and we’ll refund any deposit you’ve paid.

VAT

1. All amounts payable by you under these Terms will be plus VAT. If the rate of VAT changes between the date of your quote and the date we begin the installation we will adjust the rate of VAT that you pay.

Final payment

1. Where you are not entering into a credit agreement, we will issue an invoice for the remaining balance. This will be payable after the installation has been completed and handover declaration signed, with final payment due within three days of completion.

Payments

1. All payments by you (or your finance provider where you have entered a credit agreement) under these Terms must be made to OVO as our payment agent. By collecting your payment and processing this OVO is acting on our behalf in providing this payment service and this does not make OVO liable for the performance of the contract for the installation of your solar package which is our sole responsibility.
2. Payment of the invoice will either: 
3. be made by you to OVO (as our payment collection and processing agent) using the details in the invoice by the due date specified on the invoice; or 
4. be made to OVO (again as our payment and processing agent) directly by your finance provider if you have entered into a credit agreement with a finance provider to fund the final payment. 

Please refer to the terms of your contract with the finance provider in relation to the details of your credit agreement with them including your repayment obligations to the finance provider. 

You are liable for all amounts owing under these Terms.

1. If the credit agreement is cancelled, then subject to the Consumer Credit Act 1974, the contract balance will become immediately payable to us (and must be paid to OVO as our payment collection and processing agent). Please note that you are ultimately responsible for the final payment and all other payments due to us under these Terms and if your credit agreement is cancelled these amounts will become immediately due. This does not affect your statutory rights. 

Disputed Invoices

1. If you withhold any amount after the due date because of any alleged defect, then you must give us as much advance notice as possible and say why you're withholding the payment, including giving satisfactory evidence of the alleged defect. If we agree that there are defects you’ll only be required to pay the remaining balance once these have been fixed. 

If we don't agree that there’s a defect, paragraph 14 will apply. If it’s decided that there isn’t a defect, following the process set out in paragraph 12, you must pay us the balance. If it’s decided that there is a defect and we then fix this, you must pay the balance once the defect is fixed.

Consequences of late payment

1. If you don’t pay the amount needed in an invoice by the due date, then we may charge interest until you pay the full amount. The interest rate we charge will be 3% above the base rate set by the Bank of England. In some circumstances, we may undertake legal proceedings against you to recover amounts owed by you to us in which case you are also liable to pay the costs of any enforcement proceedings.

Your financial protection 

1. In case we fall into receivership, administration or bankruptcy before we deliver the goods to you, we will insure the money you pay us in advance. We will also make sure to honour our guarantees if we fall into receivership, administration or bankruptcy during the term of the installer’s guarantee. We might do this through the HIES financial Protection Scheme, or one similar.
2. We will give you the details of the insurance scheme we use, and you’ll get a policy directly from the provider once you’ve agreed to these Terms. 

The client account

1. If we fall into receivership, administration or bankruptcy, then the money in that dedicated bank account (or held within the protected payment scheme) will be returned to you or passed to another supplier who’ll complete the work.
2. Change of work 
   1. If, after agreeing to the contract, you want to change the work, you must contact us to request any changes. You must ensure that any requests to make changes are made in writing (to the contact email address provided to you in your quote). We cannot guarantee that we will be able to agree to all requested changes but we might be able to make those changes as long as:

• It’s technically possible;
• We have the right resources;
• The permissions needed are in place; and,
• If you are purchasing through a financing arrangement, that you are able to go through a new or amended financing application and you are accepted for such financing.

1. If you need any help requesting changes or putting your request for any changes in writing please contact us using the contact details in paragraph 1.5 or as set out in your quote documentation or email correspondence with us.
2. If we agree to changes to the works we will send you an updated quote which you must accept within 30 days of receipt otherwise it will be deemed not accepted.
3. If you accept the new quote you will be required to pay any additional associated costs. You may be able to choose to pay this additional amount upfront or if you choose to pay any additional amount with finance you may need to cancel your finance agreement and reapply. If you are reapplying for financing we may need to return your original deposit and for you to make a separate payment for the revised deposit amount. If your quote including your pricing changes your original contract may either be varied or cancelled and replaced in accordance with paragraph 12.12 so that your new quote replaces your previous quote and forms part of your contract with us.
4. It is your responsibility to cover any additional costs associated with the changes including notifying your finance provider of any changes and amending your finance arrangements as required which you will need to do directly with your finance provider. We and/or OVO may also inform your finance provider in accordance with paragraph 8.5.
5. Unexpected work
   1. If there’s any unexpected work, we’ll tell you and ask how you want us to move forward and issue an updated quote. If you want us to continue then you will be required to accept the updated quote. If you don’t want us to continue you have the right to cancel your contract in accordance with paragraph 12 but you may have to pay for any work that has already been undertaken.
   2. If you accept the new costs of unexpected work, you will be responsible for paying any difference in price directly on the final invoice, or if you are paying via finance, you will need to adjust your borrowing to include this cost where required. We and/or OVO may also inform your finance provider in accordance with paragraph 8.5. 
   3. If we have quoted you for any additional work, for example, any of the additional works mentioned in paragraph 13 below, and are unable to undertake those additional works following further evaluation of your property then we will issue you with a new quote. Where the cost of your quote is increasing and you have chosen to take out additional finance we may need to return your original deposit. If this is the case you will be required to make your deposit payment again. 
6. Warranty
   1. You will be responsible for the ongoing maintenance of your solar installation once installed.
   2. We are not the manufacturer of the solar products supplied to you under these Terms. In addition to any rights and remedies you may have under paragraph 12.7, the products come with a manufacturer’s warranty and any claims relating to your products can be made directly to the manufacturer under your manufacturer’s warranty. You are responsible for registering your product warranty with the manufacturer and ensuring you comply with its terms.
   3. Your solar installation also comes with a 2 year workmanship warranty which covers the installation work we have carried out. For full details of the terms of this warranty and your manufacturer's warranty and what is covered by each please see your quote documentation and handover pack.
7. Contract cancellation

Your rights to cancel

1. You can cancel your contract at any time during your Cooling Off Period but if any work has begun within the Cooling Off Period you may have to pay some costs on cancellation. See paragraph 12.4 below.
2. You can also cancel your contract and request a refund of any amounts already paid:

• If there’s a significant delay to the delivery of goods or installation for reasons outside your or our control. A significant delay would be a delay or more than 30 days beyond the proposed delivery or installation date unless the delayed date is agreed between you and us; or
• If in the final design we present to you, the proposed installation is significantly different from what we’ve described to you at the outset.

Your Cooling Off Period

1. If you want the work to start during your Cooling Off Period, then you must request this in writing (you can request this by completing the form during the online purchase journey). You will still be able to change your mind during your Cooling Off Period but if your solar panels have already been installed then you will have to pay for the costs of installing your solar panels (and battery) and all costs associated with removing them (see paragraph 12.4 below). 

Charges you might have to pay if you cancel

1. This paragraph 12.4 sets out any charges you might have to pay if you change your mind and want to cancel your contract.

• If you want to cancel your contract during your Cooling Off Period before we have started work or ordered any goods.

If you want to cancel your contract before we have carried out any work or ordered any goods, we’ll return your deposit to you in full to the card that you paid with within 14 days.

• If you want to cancel your contract after your Cooling Off Period or during the Cooling Off Period where you have consented to works being carried out during your Cooling Off Period, then you will have to pay the costs of:

1. any work we have already carried out on your property;
2. any goods we have already supplied to you or goods that we’ve ordered and can’t cancel or reuse or for any depreciation in value of goods we’ve had to remove; and
3. removing and collecting the goods.

We will try to keep those costs to a minimum. In this case we have a right to keep all or part of your deposit and any further advance payment and/or final payment(s) from you. If the amount you owe is less than the amount you have paid we will return the amount of your deposit in excess of the amount you owe to the card you paid with within 14 days. If the amount you owe to us upon cancellation is more than the payments you have already made (including where sums paid under your finance arrangement have been recovered by the finance provider) we will invoice you for this amount. If you have taken out finance it is your responsibility to notify your finance provider and cancel your finance agreement. We may also notify your finance provider where introduced by us. You may also be liable for early termination fees under your finance partner’s terms.

1. Whilst we will ensure the property is safe and watertight following removal we will not be able to restore it to its previous condition. It is your responsibility to arrange and pay for any further works required to restore your property to its previous state following the removal of the system.

How to cancel

1. To cancel this contract you must either telephone us on 01413740391 or email us at [email protected] giving your reason for cancelling or fill out our model cancellation form available at the end of these Terms.

Your Other rights

If we fail to meet our obligations

1. If we don’t meet our obligations as set out in this contract, then you have various rights that will apply depending on the circumstances. If we break the contract for the supply of services, then depending on the nature of that breach you may be entitled to:

• A repeat performance of the service; or,
• A price reduction or refund (and removal of the goods) depending on the circumstances.

Faulty Goods

1. In the event of any issues with your solar package not only are you covered by your manufacturer’s warranty (which you may need to register to activate) but if any of the goods that we supply are faulty, incorrectly installed, incorrectly described, or not fit for purpose you also have the following legal rights:

• If this happens within the first 30 days after installation, you can reject the goods and claim a refund;
• If this happens after the first 30 days but within the first 6 months you first have to give us the opportunity to repair or replace the goods before asking for a refund if this repair or replacement does not fix the issue;
• After the first 6 months in order to request a repair, replacement or refund you would need to prove that the goods were faulty at the time of installation.

You won’t be entitled to this if you just change your mind about the contract or you decide you no longer want some or all of the parts (after the Cooling Off Period).

Our rights to cancel

1. If you don’t meet your obligations as set out in this contract and don’t meet them within 14 days of getting written notice from us, then we have a right to cancel the contract. We must give you a reasonable opportunity to meet your obligations. 
2. If we suffer a loss as a result of you breaking your contract, we’ll take reasonable steps to prevent the loss from getting worse and you’ll have to pay compensation for reasonable costs or losses reasonably incurred by us.
3. We may terminate the contract with you where you experience, or we anticipate you are about to experience an insolvency event, bankruptcy, enter into an arrangement with creditors, appoint or take steps to appoint a receiver or manager over all or any part of your assets, undertaking or income, are unable to pay your debts when the fall due, cease to trade or if any event analogous to any of the foregoing shall occur in any jurisdiction in which you are resident, incorporated or carries on business. 
4. In some circumstances, where you have a new quotation, we may need to cancel your original contract and ask you to enter into a new contract. 
5. Nothing in these Terms will affect your legal rights as a consumer.
6. Your Data
   1. We  will only ever use any personal data you provide in accordance with our Privacy Policy and as set out in these Terms. 
   2. We may use the contact details you provide to contact you via email, SMS and phone about your installation. It is your responsibility to ensure that the details you provide to us are up to date and correct. 
   3. As a franchisee of OVO we will share your details with OVO as part of our franchise arrangements with OVO as well as to perform our obligations to you.
   4. We may also share your personal data with:
      • our surveyors and installation partners for the purpose of providing you with your solar quote and installation service should you choose to go ahead with installation;
      • to HEIS as part of our membership of HEIS for their quality monitoring procedures;
      • to the manufacturer(s) of your goods in order to resolve any queries or complaints in respect of your goods; and,
      • with the relevant lender providing the finance for your solar package  installation where applicable. This is to enable your finance application to be confirmed.
   5. You understand that we may receive diagnostic data and system performance data from your battery and/or inverter once your solar system has been installed. We will use this data for the purposes of providing you with customer support, for example, for remotely diagnosing faults with your system and for product development and research purposes. We will always anonymise your data when using it for this purpose.
7. Complaints and Dispute resolution
   1. We hope that you are always happy with our service but in the event that you are unhappy and wish to raise a complaint please see paragraph 1.5 for our contact details and how we will try to help put things right for you.
   2. If at any time there’s a dispute between you and us about the installation of your solar package (not any credit agreement that may have been entered into) that can’t be resolved, you can ask for it to be handled through the RECC and/or HIES dispute resolution procedure. This is as long as it’s a dispute relating to the sale and installation of domestic renewable energy systems. We’ll follow this procedure if that’s what you want. RECC and HIES are certified through the Chartered Trading Standards Institute as an Alternative Dispute Resolution provider. You can find more information on the their websites: https://www.hiesscheme.org.uk/, https://www.recc.org.uk/ 
   3. If you register a dispute with HIES it’ll be dealt with by a caseworker, who’ll mediate between both parties to attempt to resolve the dispute. Mediation aims to reach a non-legal solution to the dispute in a reasonable amount of time.
   4. If an agreement is not reached through mediation for any reason, you can take the dispute to HIES’s independent arbitration service.
   5. An award made under the independent arbitration service will be final and legally binding on you and us. You and we may only challenge the award on certain limited grounds under the Arbitration Act 1996.
   6. If you have a complaint about the finance agreement you should contact the finance provider directly.
   7. If at any time there’s a dispute about the way we introduced you to OVO or the way OVO arranged the finance that can’t be resolved, you can refer it to the Financial Ombudsman Service (FOS) who can be contacted at:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Email: [email protected]

Telephone: 0800 023 4567 or 0300 123 9123

Web: www.financial-ombudsman.org.uk

1. Additional Works we may recommend to you in your quote

Depending on the nature of your property we may recommend some additional works to you over and above our standard installation where we feel your property would benefit from them. You are under no obligation to accept these additional works.

Fire protection

1. Where a solar system has inverters, battery or switchgear installed in a loft (or other similar rarely visited building zone), in compliance with Fire Safety British Standards. Where fire detection equipment is located and where an alarm may not be heard (for example, in a loft or other rarely visited zone) it will be necessary to link to a sounder elsewhere in the building. 

We accept no liability if you choose not to have these devices fitted.

Loft Access

1. Where solar equipment is installed in a loft space, if not already in place, we recommend that a suitable loft ladder and lighting is installed for ongoing access during the lifetime of the system. Fitting a loft ladder and lighting falls outside of our contracted work. We recommend speaking with a third party specialist to complete these works.
2. Terms for Battery Only Installation

This paragraph 16 will only apply if you are only purchasing a battery installation. 

1. We also offer a battery only installation service. You do not have to have purchased your solar installation from us to take advantage of this service.
2. We will not make any changes to the existing solar installation and we are not liable for any future issues relating to that solar system.
3. You’ll get either a ten (10) or twelve (12) year (depending on the manufacturer) warranty on the battery and inverter. We also guarantee our workmanship for a period of two (2) years from the date your battery is installed. These warranties only cover the battery and inverter and do not cover the rest of your solar installation.
4. The warranties do not extend to damage or faults due to accident, misuse, acts of God, neglect by you, the removal or repositioning of part of the system if it has been carried out by anyone who has not been authorised by us, or any other event outside our control.
5. The installation of a battery will not affect any Feed-in Tariff payments with your existing solar panels.
6. Terms for a Giv Energy Gateway

This paragraph 17 will only apply to you if you are having a Giv Energy gateway installed.

1. To comply with the electrical wiring regulations, when installing the Giv Energy gateway, we have to ensure that there is a suitable earth point in the event of a loss of mains power. This may mean that we need to install an earth electrode or disc. In some cases it may not be possible to obtain the required earth readings from our earth electrode or disc that we will try to install. We will try several locations (up to three) at your property and endeavour to do our best to obtain a compliant reading. We won’t be able to establish a location until the electrician starts to work on the installation. 
2. If it is not possible to obtain a suitable reading, we will install the main All in one unit and not the gateway and its backup functions. The cost of the gateway unit is around £650 on average (the exact cost will be made known to you) which will be refunded to you.
3. To obtain the reading we may cause some damage while trying to install an earth rod or disc by drilling through a concrete driveway or block paving or digging up a small area of grass. We do not cover the cost of making good for these in the event we are unable to obtain a compliant earth reading.
4. If there’s any work we are unable to carry out we’ll tell you and ask how you want us to proceed. If you want us to continue, any refund or additional costs will be reflected in your quote. If you choose to cancel, paragraph 12 will apply.
5. Liability
   1. Subject to paragraph 18.2 Our maximum aggregate liability to you in respect of all claims of any kind under these Terms shall be £100,000.
   2. We do not exclude liability for death, personal injury caused by our negligence or any other liability which cannot be excluded or limited by law.
   3. We will not be liable to you for any circumstances beyond our control including:

• any indirect, consequential or economic loss including, without limitation, loss of profit, goodwill or business;
• any loss which was not reasonably foreseeable by us, our employees, subcontractors or agents;
• any loss suffered by you due to your act, error or negligence or that of a third party.

1. We shall not be liable (and shall not be in breach) for any delay in or failure to perform our obligations under these Terms if such delay or failure results from the actions or omissions of you, or your agents, contractors or other third parties or from circumstances beyond our reasonable control except as set out in these Terms.
2. Quality Assurance
   1. You acknowledge and agree that OVO may undertake inspections and audits of the services and any goods provided to you by us as set out in this paragraph 19.
   2. You will reasonably co-operate with any requests for information and access to your premises required by OVO for the purposes of undertaking these inspections and audits, these inspections shall be at no additional cost to you. 
   3. If as a result of an inspection or audit under this paragraph 19, OVO considers that revisions to proposed work or further work on work already undertaken is required to meet OVO’s quality expectations:

• we shall undertake such work at no additional cost to you; and, 
• you agree to co-operate with us in undertaking this additional work; and, 
• you acknowledge that we may be required to issue updated quotes or plans for the services for your acceptance (such acceptance not to be unreasonably withheld), but you will not be charged for any additional work undertaken by us to issue such updated quote or plan. 

1. General
   1. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect. Even if we delay in enforcing these Terms against you, we can still enforce them later.
   2. We can enforce any of our rights under these Terms or enforce any paragraph even if there’s a delay in doing so, for example, if there’s a delay in us making a demand for any money you owe us.
   3. We can make changes to these Terms and our solar offering at any time. Updated Terms can be found on the website. The Terms applicable to your contract to us will be those Terms current at the date we confirm your order.  
   4. We may transfer or subcontract our rights under these Terms to a third party without your consent and at any time (including our right to recover amounts payable by you).
   5. You may not transfer your rights under these Terms without our prior written consent.
   6. The contract and these Terms are made for the benefit of you, OVO and your franchisee (where applicable). No other person or entity shall have any rights under or in connection with the contract, except for OVO, who shall have the right to enforce the Terms of the contract as if they were a party to it. This means that OVO can take action to ensure that the Terms of the contract are followed.

Model Cancellation Form 

To Acer Mechanical Services Ltd, Edward House Business Centre, 4c Burnfield Avenue, Glasgow, Scotland, G46 7TL, [email protected]

I/We* [    ] hereby give notice that I/We* cancel my/our* contract for the sale and supply of the solar package ordered on[    ]/received* on [   ] [with order number: [         ].

Name of consumer: 

Address of consumer:

Date: 

*Delete as appropriate

1. OVO Air Source Heat Pumps (“ASHP”) and installation – Terms and Conditions

Terms and Conditions dated 2 Jun 2025.

Last updated 16/09/25

1. About us and our relationship with OVO
   1. We are Acer Mechanical Services Ltd, Edward House Business Centre, 4c Burnfield Avenue, Glasgow, Scotland, G46 7TL, SC709831 and VAT: GB390334992 referred to in these terms (“Terms”) as “us”, “we” or “our”. We are a franchisee of OVO (S) Gas Limited (referred to in these Terms as “OVO”) and operate as an independent business licensed by OVO. References to “you” in these Terms are to the person named as the customer on the quote documentation.
   2. The supply and installation of your ASHP package (detailed below) will be carried out by us and your contract is with us not OVO. 
   3. For the purposes of these Terms and your contract with us, ‘ASHP Package’ means the sale, supply and installation of the air source heat pump(s) (as detailed in your accepted quote documentation) these items are referred to as “goods” in these Terms.  
   4. Please note that references to ASHP Package does not extend to energy tariffs or other services or products bought or sold as a consequence of the installation unless expressly stated in these Terms. 
   5. Although we are responsible for the supply and installation of your ASHP Package, we have appointed OVO as our agent to collect and process all payments due from you to us under these Terms. OVO is acting as our agent in providing this payment service but this does not mean OVO is responsible or liable for the contract between you and us for the ASHP Package. 
2. Contact us 

All enquiries about your order must be made to us at [email protected] not OVO.

1. About these Terms
   1. These Terms and your accepted ASHP Package quote form your contract with us for the purchase and installation of your ASHP Package. Please read these Terms carefully before agreeing to them. 
   2. If you would like to discuss any part of the Terms, please contact us using the address or telephone number provided in your quote documentation or any email correspondence from us in relation to your purchase of your ASHP Package or as shown under paragraph 2) above. 
   3. These Terms are governed by English law and any claims can be brought in the English courts. However, if you live in Wales, Scotland you (and we) can instead bring any claims in the courts of the country you live in.  
   4. In these Terms, if we use the words ‘including’, ‘include’, ‘in particular’, ‘for example’ or any similar expression, we are giving examples and those words shall not limit the sense of the words, description, definition, phrase or term that follows those words.
   5. We use some words and phrases in these Terms that have set meanings. Where we do this, we will tell you what the word or phrase means the first time it is used, and we will use a capital letter at the front of that word or phrase each time it is used.
   6. If you have any questions regarding these Terms, please let us know before you proceed.
2. Eligibility 

To be eligible for us to install an ASHP Package at your property, you must be legally entitled to have the ASHP Package installed and obtain any required planning or building approvals (see Pre Installation Requirements in paragraph 8) below). You are responsible for making sure the information provided is accurate and complete.

1. Acceptance of Quote and your Cancellation Rights
   1. An estimated quote for the standard installation of the ASHP Package will be provided to you via email following completion of our onsite technical survey (see paragraph 8)b) below for more details) and is valid for a period of 30 days from the date indicated after which it will expire if not accepted by you in accordance with these Terms.
   2. If you are happy with your estimated quote and wish to proceed to purchase the ASHP Package quoted for you can do so by accepting within our online OVO portal via the link that is sent to you by email. You can view the quote online or by downloading the PDF, and you will be prompted to sign your name which will indicate you have accepted the quote. You can then choose how you would like to make payment for your deposit. More details can be found in paragraph 15)b) below. On acceptance you will be required to make a deposit payment (as set out in your estimated quote).
   3. Please note that if you request changes to the installation works that will incur additional time or costs or unforeseen works on our part that were not anticipated at the time for providing you with the estimated quote under paragraph 5)a) then we will provide you with a  revised quote. This revised quote shall be valid for 30 days. If you do not accept this revised quote within this time period then you are confirming that you no longer wish to go ahead with the ASHP Package installation and we can terminate the contract between you and us (if any at that stage) and will refund any deposit paid by you subject to any deductions we are entitled to make under these Terms where installation works have already commenced. 
   4. All quotes provided to you by us are subject to these Terms. By accepting the quote, you are agreeing to these Terms but no contract is in place until we send confirmation of your order to you. At this point a contract will be formed consisting of your quote and these Terms together with any documents referred to in these Terms.
   5. In addition to our quote you may have additional costs to pay for planning permission, building control fees and other pre installation requirements (please see paragraph 8) below). This is your sole responsibility. Our quote excludes any mains electrical supply works, building, decorating and groundworks and any making good costs.
   6. Where you have requested financing for your order (see paragraph 13)a) below) then your quote with the finance option may be issued directly by OVO but your contract for the installation of the ASHP Package is still with us.
   7. You must be over 18 years old to enter into this contract and to accept a quote. 
   8. You can change your mind and cancel your contract with us from the day after you agree to these Terms until the date which is 14 days from the day your goods are delivered (your Cooling Off Period). 
   9. If you cancel your contract with us after your goods have already been installed and within the Cooling Off Period you will be responsible for the costs associated with removing them. For full details about your cancellation rights see paragraph 19) below.
2. Delivery and arranging your installation date 
   1. Once you have paid your deposit our team will be in touch with you to arrange a mutually convenient time and date for the delivery and installation of your ASHP Package. There may be times when we may not be able to meet the delivery and/or installation dates. See paragraphs 6)b), 6)c), and 9)c) to 10)b)  below for what happens in these circumstances and your rights.
   2. Should you wish to amend your delivery and/or installation date you will need to contact us using the details shown in paragraph 2) above or on your quote documentation or in email correspondence with us. You will need to give us at least 72 hours’ notice prior to your installation start date. We reserve the right to charge you for our costs incurred in respect of such cancellation if we do not receive such notice. In the event that you cancel your installation more than twice we reserve the right to cancel this contract and refund your deposit.
   3. We reserve the right to cancel or postpone your installation at our sole discretion for any reason. This could include where we are unable to proceed with the installation where we discover issues prior to or during installation which means it is unsafe or not possible to commence or continue with installation, or where we cannot commence or continue with the installation as a result of works required by you not being undertaken or where you have done or not done something which prevents us from commencing or continuing (such as granting access) or where we believe that the weather or the occurrence of an event or circumstances at or near your property on the day means that we cannot carry out the installation safely. We will try to give you as much advance notice as possible but will not be liable for any loss you may suffer as a result of such cancellation. Aggressive, abusive and/or violent behaviour towards us or our contractors will not be tolerated and we reserve the right to cancel the installation and terminate your contract with us with immediate effect in the event of such behaviour.
3. Title and risk 
   1. You will own your ASHP goods once you have made payment in full for them (or payment is provided to us where you have opted to finance the purchase) in accordance with these Terms. You are solely responsible for looking after your goods from the time they are delivered to the address you have provided to us and for any loss or damage that may occur to them in your safekeeping.
   2. If the contract between us is ended early for reasons set out in paragraphs 19)a) to 19)c) of these Terms then you must return the ASHP goods to us or permit us access to your premises to remove them – we’ll tell you how to do this. If you don’t return the ASHP goods to us, we may have the right to take legal proceedings to recover the goods or their value and you might also have to pay compensation for reasonable costs or losses we reasonably incur in relation to retrieving the goods. 
4. IMPORTANT: PRE INSTALLATION REQUIREMENTS
   1. Consents and permissions 
      • It may be a requirement for you to obtain any appropriate permissions before we start work on the installation. In particular if your property is a listed building or in a conservation area, you may need planning permission This may include obtaining appropriate permission to install the ASHP (including permitted development rights and/or permission from your landlord where you are a tenant), undertaking any redecoration works at your property and/or undertaking any alteration works e.g. a retrofit underfloor heating installation collectively referred to here as the Pre Installation Requirements. 
      • We will try to advise you on the approvals and permissions that you might need, but you are responsible for contacting your local planning authority to confirm whether planning permission is required or to obtain all relevant planning permissions as well as carrying out all redecoration and/or alteration works required to install the ASHP Package. 
      • Where you do need to obtain or perform any of the Pre Installation Requirements, evidence that you have done so will need to be provided to us 2 (two) weeks before we can undertake the ASHP Package works. 
      • If we ask to see evidence of the Pre Installation Requirements (and related drawings and/or specifications) you’ll need to show them to us. We are not obliged to undertake any works where you have not obtained or performed any of the Pre Installation Requirements. In which case we might have to revise the timetable and possibly the quote to take account of the delay.
   2. Onsite Technical Survey 
      • Our online price guide is subject to an onsite technical survey being conducted at your home before an accurate quote can be provided to you. 
      • The onsite survey may take between 2 (two) to 4 (four) hours depending on the size of your property. Once the onsite survey has been completed, we will then be able to provide a formal and final quote for the ASHP installation. Please note, however, that the price provided in the final quote may be subject to change due to any changes in the specifications required and/or additional charges incurred. Once this has been discussed with you, the final amended quote will be provided. For more details concerning your amended quote, please see paragraph 11)b) below. 
      • You will need to provide our surveyors with full access to the property including the loft, garden, all rooms, garages and conservatories and your heating and metering cupboards. You must ensure that our contractors have clear access, and any obstructions are removed. Our surveyors will need to take photographs of certain areas of your property during your appointment and ask you a series of questions about your property and your energy consumption. 
      • If our surveyor cannot gain access or considers that the circumstances to carry out the appointment are potentially dangerous or where there is a risk to health or safety, (e.g. where work is required in a loft space and permanent boards, railings, lighting or ladders are not in place) we or our contractor may, at their discretion discontinue the appointment. You will be contacted by us about this.
5. The timetable
   1. We agree to supply the ASHP goods and carry out the installation work as set out in the timetable that we have agreed with you and which is set out in the quotation. Your acceptance of these Terms shows that you agree to continue using that timetable. 
   2. We will make every effort to complete the work by the time agreed with you. However, sometimes there may be delays for reasons beyond our control, for example severe weather, problems sourcing or transporting equipment, government rules changing, or delays caused by you not getting finance, planning permission or approval from the distribution network operator when we expect, access to the property not being given or where applicable, if any of the Pre Installation Requirements are not obtained or fulfilled. We cannot be held responsible for those types of delays. 
   3. If there are such delays we’ll tell you as soon as possible, and we will adjust the timetable by written agreement.
   4. In the case of a delay to the delivery of goods beyond the time or period we’ve agreed, or where no time or period has been agreed beyond a period of 30 days from the date you agree to this contract, then you might be offered different products. These will be of a similar 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 as detailed in paragraphs 19)a) to 19)c) below. We will not be liable for any failure to meet the timetable where you choose to wait rather than accepting alternative products.
   5. Consequence of delay
      • Consequence of delay caused by us - In the case of an unreasonable delay to the delivery or installation of your ASHP Package for reasons that are within our control, then you can cancel the contract as detailed in paragraph 19) of these Terms (depending on the circumstances). 
      • Consequences of delay caused by you - We will aim to accommodate small delays without charging you extra. If any delay caused by you means that we incur extra costs, then you will be liable to pay for these costs and we’ll adjust the price accordingly. This might also mean that we need to adjust the timetable to complete the works.
6. Access to services
   1. We will need to have access to the following free of any charge:
      • Electricity supply;
      • Mains water isolation point (both internal and external);
      • Adequate storage space for your goods (please see quote documentation for details); 
      • Safe and easy access to your property from the public highway; and,
      • Easy access to the area inside your property where we’ll carry out the installation, by removing belongings. You should also remove breakable or high value items from our work area and remove or cover electronic appliances. We won’t be responsible for damage caused to these items if you haven’t taken steps to protect them.
   2. You, or a third party contractor you employ, might need to carry out advance work before the installation described in the quotation can start. If so, we’ll describe this to you in writing and/or provide a specification. This work must be finished before the installation work is due to start. The standard of work must be good enough for the installation and meet any specification given. If this advance work isn’t finished before the installation is due to start and/or doesn’t meet any specification we provide to you, then the conditions described in paragraph 9)e) of these Terms will apply.
7. Additional charges
   1. If you breach conditions set out in paragraphs 8), 9)a) and/or 9)b) of these Terms, you might need to pay extra costs due to delay and/or supply of additional services (in accordance with these Terms).  
   2. As part of the ASHP Package, it may be necessary for our installers to make changes to your onsite radiators to facilitate the installation of the ASHP Package. This may include carrying out additional preparation work to a sufficient standard for our installer to install the ASHP Package. Where additional charges for this work are required, we will update your quote and send this to you before this work commences. Please note that if the additional work is required and you have opted to pay for the ASHP Package by means of financing, you may be required to complete a further finance application to include the additional charges. You will be required to sign the updated quote to confirm you accept it and are happy for the additional charges to be paid before the installation can continue and this can be completed via the OVO portal and a link to your updated quote will be sent to you via email link.
8. Our obligations to you
   1. Our main obligation to you is to carry out the work with reasonable care and skill, according to the standards set by MCS and according to the timetable set out in the quote. MCS (the MCS Service Company Ltd) certifies low-carbon products and installations used to produce electricity and heat from renewable sources to ensure they meet a high standard. For more information see: (https://mcscertified.com/faq/consumer-faqs/).
   2. We agree to carry out the work with all reasonable care and skill in the planning, installation and commissioning of the system described in the quotation. The goods we supply will: 
      • be of satisfactory quality
      • be fit for purpose 
      • operate as described in the manufacturer’s specification(s)
   3. We will carry out the installation of your system and all our communications with you in compliance with the HIES Consumer Code, RECC or approved alternative and MCS requirements. 
   4. We’ll make sure that the installation complies with the correct MCS installer standard, which in this case is MCS 001 and MIS 3005.
   5. Once the installed system is commissioned, we’ll give you any guarantees, test certificates, and other paperwork relevant to your goods and installation. We’ll aim to give you this when the system is commissioned, but no later than 10 days after completion.  
   6. After a period of 30 days from the date we completed the ASHP Package installation you will be deemed to have accepted the ASHP Package as being installed satisfactorily and in accordance with these Terms unless you have notified us to the contrary within this time period.  Please note that this is without prejudice to any of the legal rights you have as a consumer and further advice about your legal rights can be obtained from your local Citizens Advice Bureau. Nothing in these Terms will affect the legal rights you have in relation to faulty goods or services. 
   7. We’ll also give you all of the documentation needed, as detailed in the appropriate Microgeneration Installation Standard. If it’s a requirement of the MIS 3005 installer standard, we’ll also give you the certificate showing that the installation has been registered with the MCS Installation Database. We’ll aim to give you this within 10 working days of the completion date.
   8. The guarantees we give you will cover the goods and installation, and they will comply with the  HIES Consumer Code, RECC or approved alternative. We’ll explain to you the terms of the guarantees in writing. We’ll make sure that the guarantees will be honoured if we fall into receivership, administration, or bankruptcy during the term of the installer’s guarantee. Please see paragraphs 15)s) to 15)u) of these Terms for details.
9. Credit Arrangements
   1. If you apply to enter into a credit agreement with a finance provider introduced by OVO to fund the cost of this contract, OVO will act as a credit broker only and not a lender.
   2. If you have been introduced to OVO for this purpose by us then we are acting as one of OVO’s introducer appointed representatives. 
   3. OVO will only provide you with limited options when introducing you to the lenders OVO work with. You must decide whether the finance product you choose is right for you, we don't provide advice or recommendation.
   4. OVO (S) Gas Limited, trading as OVO, is authorised and regulated by the Financial Conduct Authority under firm reference number 957641 as a credit broker not a lender. 
   5. Where there is a change to your quote you may need to cancel and reapply for finance (where applicable). Where this is required, we may also notify your finance provider in order to cancel your original finance application where you were introduced by OVO. You may have to repeat or go through credit checks and therefore your credit file may be impacted.
   6. Entry into a credit arrangement does not release you from liability to pay for our goods and services received under or in connection with these Terms.
10. Price 
    1. The price of your ASHP Package is the price detailed in your final quote documentation and order confirmation. 
    2. We take all reasonable care to ensure that the price of the goods notified to you are correct but it is always possible that despite our best efforts the goods we sell may be incorrectly priced at the date of the contract between you and us. If this is the case and the correct price is less than the price we notified you then we will only charge the lesser amount. If the correct price for the goods is higher than the price we notified you of at the date of your contract with us then we will give you the choice to proceed at the higher price and to pay us the difference or to end the contract with us.
    3. We accept payment with the following credit cards: Visa, Mastercard, American Express.
11. Payment terms and the Deposit
    1. You’ll need to pay the deposit specified in your quote before your order can be confirmed (you will need to pay this deposit to us whether or not you have applied for finance through a credit agreement with a finance provider). 
    2. We will not ask for a deposit of more than 25% of the quote to ensure that your deposit is fully protected by our deposit protection scheme. Where you are paying for your deposit by the cash option rather than finance, you will be redirected through our OVO portal and prompted to pay via the online card payment option. Where you opt to pay by finance, you will be redirected to an external finance application and conditional on acceptance of such finance, you will then be able to submit payment for the deposit. 
    3. If you decide to cancel your contract with us within your Cooling Off Period (see paragraphs 19)a) to 19)d) of these Terms) we’ll return that deposit to you in full, unless you’ve asked us to start work during the Cooling Off Period. If you cancel during the Cooling Off Period and we’ve already started work (at your request) then we may be entitled to keep all or part of your deposit and there may be other charges you have to pay. Any amounts we retain or charge for work undertaken during the Cooling Off Period (at your request) will be proportionate to the services we have supplied during that Cooling Off Period and in accordance with applicable law. See paragraph 19)d) below.
    4. Once the deposit referred to in paragraph 15)b) is paid, your quotation is subject to a final technical review and also approval from your Distribution Network Operator (DNO), where you’ve been notified that such approval is required. Where we need to amend your quotation following this technical review then we’ll issue an updated quotation. If you don’t accept the new quotation within 30 days then we’ll refund that deposit to you in full within 5 to 10 working days.
    5. Where your quote changes and you are reapplying for finance we may need to return your original deposit and for you to make a separate payment for a new deposit for your revised ASHP installation. 
    6. It is your responsibility to notify your finance provider of any changes to your quoted contract price. OVO may also notify your finance provider where introduced by OVO. 
    7. Following a new quotation, you may need to go through a new finance application with your finance provider. Where OVO introduced you to your finance provider OVO may notify them of the new quotation and they may cancel your original finance application and invite you to reapply.
    8. If you don’t accept the quotation you must tell us your decision in a clear statement by telephone, or email, using the details that can be found in your quote documentation or in any email correspondence from us in relation to your purchase of the ASHP Package and we’ll refund any deposit you’ve paid.

VAT

1. All amounts payable by you under these Terms will be plus VAT where applicable. If the rate of VAT changes between the date of your quote and the date we begin the installation we will adjust the rate of VAT that you pay.

Final payment

1. Where you are not entering into a credit agreement, we will issue an invoice for the remaining balance. This will be payable after the installation has been completed and handover declaration signed, with final payment due within three days of completion.
2. If you have financed your ASHP Package through a credit agreement you will receive a request from the lender to confirm your satisfaction with the installation. Confirmation is due within 14 days of receipt.

Payments

1. All payments by you (or your finance provider where you have entered a credit agreement) under these Terms must be made to OVO as our payment agent. By collecting your payment and processing this OVO is acting on our behalf in providing this payment service and this does not make OVO liable for the performance of the contract for the installation of your ASHP Package which is our sole responsibility.
2. Payment of the invoice will either: 
3. be made by you to OVO (as our payment collection and processing agent) using the details in the invoice by the due date specified on the invoice; or 
4. be made to OVO (again as our payment and processing agent) directly by your finance provider if you have entered into a credit agreement with a finance provider to fund the final payment. 
5. Please refer to the terms of your contract with the finance provider in relation to the details of your credit agreement with them including your repayment obligations to the finance provider. 

You are liable for all amounts owing under these Terms.

1. If the credit agreement is cancelled, then subject to the Consumer Credit Act 1974, the contract balance will become immediately payable to us (and must be paid to OVO as our payment collection and processing agent). Please note that you are ultimately responsible for the final payment and all other payments due to us under these Terms and if your credit agreement is cancelled these amounts will become immediately due. This does not affect your statutory rights. 

Disputed Invoices

1. If you withhold any amount after the due date because of any alleged defect, then you must give us as much advance notice as possible and say why you're withholding the payment, including giving satisfactory evidence of the alleged defect. If we agree that there are defects you’ll only be required to pay the remaining balance once these have been fixed. 
2. If we don't agree that there’s a defect, paragraph 21) will apply. If it’s decided that there isn’t a defect, following the process set out in paragraph 21), you must pay us the balance. If it’s decided that there is a defect and we then fix this, you must pay the balance once the defect is fixed.

Consequences of late payment

1. If you don’t pay the amount needed in an invoice by the due date, then we may charge interest until you pay the full amount. The interest rate we charge will be 3% above the base rate set by the Bank of England. In some circumstances, we may undertake legal proceedings against you to recover amounts owed by you to us in which case you are also liable to pay the costs of any enforcement proceedings.

Your financial protection 

1. In case we fall into receivership, administration or bankruptcy before we deliver the goods to you, we will insure the money you pay us in advance. We will also make sure to honour our guarantees if we fall into receivership, administration or bankruptcy during the term of the installer’s guarantee. We might do this through the HIES financial Protection Scheme, the REEC financial Protection Scheme, or one similar.
2. We will give you the details of the insurance scheme we use, and you’ll get a policy directly from the provider once you’ve agreed to these Terms. 

The client account

1. If we fall into receivership, administration or bankruptcy, then the money in that dedicated bank account (or held within the protected payment scheme) will be returned to you or passed to another supplier who’ll complete the work.
2. Change of work 
   1. If, after agreeing to the contract, you want to change the work, you must contact us to request any changes. You must ensure that any requests to make changes are made in writing (to the contact email address provided to you in your quote). We cannot guarantee that we will be able to agree to all requested changes but we might be able to make those changes as long as:
      • it’s technically possible;
      • we have the right resources;
      • the permissions needed are in place; and
      • if you are purchasing through a financing arrangement, that you are able to go through a new or amended financing application and you are accepted for such financing.
   2. If you need any help requesting changes or putting your request for any changes in writing please contact us using the contact details in paragraph 2)) above or as set out in your quote documentation or email correspondence with us.
   3. If we agree to changes to the works we will send you an updated quote which you must accept within 30 days of receipt otherwise it will be deemed not accepted.
   4. If you accept the new quote you will be required to pay any additional associated costs. You may be able to choose to pay this additional amount upfront or if you choose to pay any additional amount with finance you may need to cancel your finance agreement and reapply. If you are reapplying for financing we may need to return your original deposit and for you to make a separate payment for the revised deposit amount. If your quote including your pricing changes your original contract may either be varied or cancelled and replaced in accordance with paragraph 19) so that your new quote replaces your previous quote and forms part of your contract with us.
   5. It is your responsibility to cover any additional costs associated with the changes including notifying your finance provider of any changes and amending your finance arrangements as required which you will need to do directly with your finance provider. We and/or OVO may also inform your finance provider in accordance with paragraph 15)f).
3. Unexpected work
   1. If there’s any unexpected work, we’ll tell you and ask how you want us to move forward and issue an updated quote. If you want us to continue then you will be required to accept the updated quote. If you don’t want us to continue you have the right to cancel your contract in accordance with paragraph 19) but you may have to pay for any work that has already been undertaken. Please note that any unexpected work may cause our installers to temporarily pause the installation of the ASHP Package until such unexpected works have been completed. 
   2. If you accept the new costs of unexpected work, you will be responsible for paying any difference in price directly on the final invoice, or if you are paying via finance, you will need to adjust your borrowing to include this cost where required. We and/or OVO may also inform your finance provider in accordance with paragraph 15)f)     . 
   3. If we have quoted you for any additional work, for example, any of the additional works mentioned in paragraph 22) below, and are unable to undertake those additional works following further evaluation of your property then we will issue you with a new quote. Where the cost of your quote is increasing and you have chosen to take out additional finance we may need to return your original deposit. If this is the case you will be required to make your deposit payment again. 
4. Warranty
   1. You will be responsible for the ongoing maintenance of your ASHP installation once installed.
   2. We are not the manufacturer of the ASHP products supplied to you under these Terms. In addition to any rights and remedies you may have under paragraph 19), the products come with a manufacturer’s warranty and any claims relating to your products can be made directly to the manufacturer under your manufacturer’s warranty. You are responsible for registering your product warranty with the manufacturer and ensuring you comply with its terms. For full details of your manufacturer’s warranty and what is covered, please see your quote documentation and handover pack. 
   3. Your ASHP installation also comes with a 5 year workmanship warranty which covers the installation work we have carried out For full details of the terms of this warranty and what is covered please see Schedule 1 of these Terms. 
5. Contract cancellation

Your rights to cancel

1. You can cancel your contract at any time during your Cooling Off Period but if any work has begun within the Cooling Off Period you may have to pay some costs on cancellation. See paragraph 19)d) below.
2. You can also cancel your contract and request a refund of any amounts already paid:
   • if there’s a significant delay to the delivery of goods or installation for reasons outside your or our control. A significant delay would be a delay or more than 30 days beyond the proposed delivery or installation date unless the delayed date is agreed between you and us; or
   • if in the final design we present to you, the proposed installation is significantly different from what we’ve described to you at the outset.

Your Cooling Off Period

1. If you want the work to start during your Cooling Off Period, then you must request this in writing (you can request this by completing the form during the online purchase journey). You will still be able to change your mind during your Cooling Off Period but if the ASHP Package has already begun to be installed then you will have to pay for the costs of installing the ASHP Package and all costs associated with removing them (see paragraph 19)d) below). 

Charges you might have to pay if you cancel

1. This paragraph 19)d) sets out any charges you might have to pay if you change your mind and want to cancel your contract.

• If you want to cancel your contract during your Cooling Off Period before we have started work or ordered any goods.

If you want to cancel your contract before we have carried out any work or ordered any goods, we’ll return your deposit to you in full to the card that you paid with within 14 days.

• If you want to cancel your contract after your Cooling Off Period or during the Cooling Off Period where you have consented to works being carried out during your Cooling Off Period, then you will have to pay the costs of:

1. any work we have already carried out on your property;
2. any goods we have already supplied to you or goods that we’ve ordered and can’t cancel or reuse or for any depreciation in value of goods we’ve had to remove; and
3. removing and collecting the goods.
4. We will try to keep those costs to a minimum. In this case we have a right to keep all or part of your deposit and any further advance payment and/or final payment(s) from you. If the amount you owe is less than the amount you have paid we will return the amount of your deposit in excess of the amount you owe to the card you paid with within 14 days. If the amount you owe to us upon cancellation is more than the payments you have already made (including where sums paid under your finance arrangement have been recovered by the finance provider) we will invoice you for this amount. If you have taken out finance it is your responsibility to notify your finance provider and cancel your finance agreement. We may also notify your finance provider where introduced by us. You may also be liable for early termination fees under your finance partner’s terms.
5. Whilst we will ensure the property is safe and watertight following removal we will not be able to restore it to its previous condition. It is your responsibility to arrange and pay for any further works required to restore your property to its previous state following the removal of the system.

How to cancel

1. To cancel this contract you must either telephone us on 01909813456 or email us at [email protected] giving your reason for cancelling or fill out our model cancellation form available at the end of these Terms.

Your Other rights

If we fail to meet our obligations

1. If we don’t meet our obligations as set out in this contract, then you have various rights that will apply depending on the circumstances. If we break the contract for the supply of services, then depending on the nature of that breach you may be entitled to:
   • a repeat performance of the service; or,
   • a price reduction or refund (and removal of the goods) depending on the circumstances.

Faulty Goods

1. In the event of any issues with your ASHP Package not only are you covered by your manufacturer’s warranty (which you may need to register to activate) but if any of the goods that we supply are faulty, incorrectly installed, incorrectly described, or not fit for purpose you also have the following legal rights:
   • if this happens within the first 30 days after installation, you can reject the goods and claim a refund;
   • if this happens after the first 30 days but within the first 6 months you first have to give us the opportunity to repair or replace the goods before asking for a refund if this repair or replacement does not fix the issue;
   • after the first 6 months in order to request a repair, replacement or refund you would need to prove that the goods were faulty at the time of installation.

You won’t be entitled to this if you just change your mind about the contract or you decide you no longer want some or all of the parts (after the Cooling Off Period).

Our rights to cancel

1. If you don’t meet your obligations as set out in this contract and don’t meet them within 14 days of getting written notice from us, then we have a right to cancel the contract. We must give you a reasonable opportunity to meet your obligations. 
2. If we suffer a loss as a result of you breaking your contract, we’ll take reasonable steps to prevent the loss from getting worse and you’ll have to pay compensation for reasonable costs or losses reasonably incurred by us.
3. We may terminate the contract with you where you experience, or we anticipate you are about to experience an insolvency event, bankruptcy, enter into an arrangement with creditors, appoint or take steps to appoint a receiver or manager over all or any part of your assets, undertaking or income, are unable to pay your debts when the fall due, cease to trade or if any event analogous to any of the foregoing shall occur in any jurisdiction in which you are resident, incorporated or carries on business. 
4. In some circumstances, where you have a new quotation, we may need to cancel your original contract and ask you to enter into a new contract. 
5. Nothing in these Terms will affect your legal rights as a consumer.
6. Your Data
   1. We will only ever use any personal data you provide in accordance with our Privacy Policy and as set out in these Terms. 
   2. We may use the contact details you provide to contact you via email, SMS and phone about your installation. It is your responsibility to ensure that the details you provide to us are up to date and correct. 
   3. As a franchisee of OVO we will share your details with OVO as part of our franchise arrangements with OVO as well as to perform our obligations to you.
   4. We may also share your personal data with:
      • our surveyors and installation partners for the purpose of providing you with your quote and installation service should you choose to go ahead with installation;
      • to HIES Consumer Code, RECC or approved alternative as part of our membership of HIES Consumer Code, RECC or approved alternative for their quality monitoring procedures;
      • to the manufacturer(s) of your goods in order to resolve any queries or complaints in respect of your goods; and,
      • with the relevant lender providing the finance for your ASHP Package installation where applicable. This is to enable your finance application to be confirmed.
7. Complaints and Dispute resolution
   1. We hope that you are always happy with our service but in the event that you are unhappy and wish to raise a complaint please see paragraph 2) for our contact details and how we will try to help put things right for you.
   2. If at any time there’s a dispute between you and us about the installation of your ASHP Package (excluding any credit agreement that may have been entered into whereby you should contact the lender directly) that can’t be resolved, you can ask for it to be handled through the either the HIES dispute resolution procedure or the RECC dispute resolution procedure depending on which trade association your installer is registered with. This is as long as it’s a dispute relating to the sale and installation of domestic renewable energy systems. We’ll follow this procedure if that’s what you want. HIES Consumer Code, RECC or approved alternative are certified through the Chartered Trading Standards Institute as an Alternative Dispute Resolution provider. You can find more information on the HIES website here: https://www.hiesscheme.org.uk/ , and the RECC website here: https://www.recc.org.uk  
   3. If you register a dispute with HIES it’ll be dealt with by a caseworker, who’ll mediate between both parties to attempt to resolve the dispute. Mediation aims to reach a non-legal solution to the dispute in a reasonable amount of time.
   4. If an agreement is not reached through mediation for any reason, you can take the dispute to HIES’s independent arbitration service.
   5. An award made under the independent arbitration service will be final and legally binding on you and us. You and we may only challenge the award on certain limited grounds under the Arbitration Act 1996.
   6. If you have a complaint about the finance agreement you should contact the finance provider directly.
   7. If at any time there’s a dispute about the way we introduced you to OVO or the way OVO arranged the finance that can’t be resolved, you can refer it to the Financial Ombudsman Service (FOS) who can be contacted at:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Email: [email protected]

Telephone: 0800 023 4567 or 0300 123 9123

Web: www.financial-ombudsman.org.uk

1. Additional Works we may recommend to you in your quote

Depending on the nature of your property we may recommend some additional works to you over and above our standard installation where we feel your property would benefit from them. You are under no obligation to accept these additional works.

1. Loft Access

Where ASHP equipment is installed in a loft space, if not already in place, we recommend that a suitable loft ladder, lighting and boarding is installed for ongoing access during the lifetime of the system. Fitting a loft ladder, lighting and boarding falls outside of our contracted work. We recommend speaking with a third-party specialist to complete these works.

1. Liability
   1. Subject to paragraph 24)b) our maximum aggregate liability to you in respect of all claims of any kind under these Terms shall be £100,000.
   2. We do not exclude liability for death, personal injury caused by our negligence or any other liability which cannot be excluded or limited by law.
   3. We will not be liable to you for any circumstances beyond our control including:
      • any indirect, consequential or economic loss including, without limitation, loss of profit, goodwill or business;
      • any loss which was not reasonably foreseeable by us, our employees, subcontractors or agents;
      • any loss suffered by you due to your act, error or negligence or that of a third party.
   4. We shall not be liable (and shall not be in breach) for any delay in or failure to perform our obligations under these Terms if such delay or failure results from the actions or omissions of you, or your agents, contractors or other third parties or from circumstances beyond our reasonable control except as set out in these Terms.
2. Quality Assurance
   1. You acknowledge and agree that OVO may undertake inspections and audits of the services and any goods provided to you by us as set out in this paragraph 25).
   2. You will reasonably co-operate with any requests for information and access to your premises required by OVO for the purposes of undertaking these inspections and audits, these inspections shall be at no additional cost to you. 
   3. If as a result of an inspection, OVO considers that revisions to proposed work or further work on work already undertaken is required to meet OVO’s quality expectations:
      • we shall undertake such work at no additional cost to you; and, 
      • you agree to co-operate with us in undertaking this additional work; and, 
      • you acknowledge that we may be required to issue updated quotes or plans for the services for your acceptance (such acceptance not to be unreasonably withheld), but you will not be charged for any additional work undertaken by us to issue such updated quote or plan. 
3. General
   1. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect. Even if we delay in enforcing these Terms against you, we can still enforce them later.
   2. We can enforce any of our rights under these Terms or enforce any paragraph even if there’s a delay in doing so, for example, if there’s a delay in us making a demand for any money you owe us.
   3. We can make changes to these Terms and our ASHP offering at any time. Updated Terms can be found on the website. The Terms applicable to your contract to us will be those Terms current at the date we confirm your order.  
   4. We may transfer or subcontract our rights under these Terms to a third party without your consent and at any time (including our right to recover amounts payable by you).
   5. You may not transfer your rights under these Terms without our prior written consent.
   6. The contract and these Terms are made for the benefit of you, OVO and us (as applicable). No other person or entity shall have any rights under or in connection with the contract, except for OVO, who shall have the right to enforce the Terms of the contract as if they were a party to it. This means that OVO can take action to ensure that the Terms of the contract are followed.

Schedule 1

Five year workmanship warranty for heat pumps

As part of the installation of your ASHP Package, you will be provided with a 5 (five) year workmanship warranty which will cover the installation services for the heat pumps installed. 

1. What’s covered

1. Warranty Period: This workmanship warranty is valid for a period of five (5) years from the date of completion and commissioning of the installation of the ASHP Package.

1. Covered Works: The warranty applies exclusively to the installation services provided by us in relation to the heat pump system and associated components forming your ASHP Package including but not limited to the hot water cylinder and radiators.

1. Defects Covered: This warranty covers defects or faults directly attributable to the manner in which the installation was carried out, where such defects arise from a failure to exercise reasonable care and skill in accordance with the Consumer Rights Act 2015 and the Terms.

1. Call-out Fees: No call-out fees shall apply for issues determined to fall within the scope of this workmanship warranty. For issues outside the scope of this warranty, a standard call-out fee of £150 shall apply, and any remedial work will be quoted separately.

1. What’s not covered
   
   This workmanship warranty does not cover and will not apply in the following circumstances:
2. where the claimant is not the original purchaser;
3. to any faults or failures attributable to defects in the products or components themselves, which are covered under the respective manufacturer’s warranty as it only applies to the installation services. This is without prejudice to any legal rights you have under law. However we will:

• assist in identifying the nature of the fault during a call-out;
• if the issue is confirmed to be a product defect, we will provide guidance on next steps and, where applicable, furnish supporting documentation for a manufacturer warranty claim; and
• apply our standard call-out fee unless the issue is confirmed to be a workmanship-related fault; 

1. repairs or replacements for equipment or components not supplied and installed by us including but not limited to:

• Existing pipework, electrics, third-party controls, and connections;
• Cages, brackets, external filters/meters/hoses, valves, or any third-party fittings; and 
• Any third-party modifications or additions made after completion and commissioning of the ASHP package 

1. damage or system faults caused by:

• Neglect or failure to perform regular maintenance (e.g., annual servicing);
• Accidental or malicious damage, misuse, or tampering;
• Servicing or repairs by non-authorised third parties; and
• External factors including power outages, contaminated water, limescale, or air pollution.

1. Additional Terms

1. This warranty begins on the date of completion of the installation and commissioning of your ASHP package and shall remain valid for the stated duration of 5 years unless otherwise agreed in writing..
2. This warranty is non-transferable unless explicitly stated in writing.
3. You must allow us reasonable access to inspect or repair the system under warranty.
4. All claims must be made via email or by contacting us or your local installer within the time period stated above together with proof of purchase and such supporting evidence we may need such as photographs or documentation.

THIS WARRANTY IS IN ADDITION TO AND DOES NOT AFFECT YOUR STATUTORY RIGHTS

Model Cancellation Form 

To Acer Mechanical Services Ltd, Edward House Business Centre, 4c Burnfield Avenue, Glasgow, Scotland, G46 7TL, [email protected]

I/We* [    ] hereby give notice that I/We* cancel my/our* contract for the sale and supply of the ASHP Package ordered on [    ]/received* on [   ] [with order number: [         ].

Name of consumer: 

Address of consumer:

Date: 

*Delete as appropriate