Chiltern Energy Group: Customer Terms and Conditions

1. Definitions

1.1 In these Terms, the following words have the following meanings:

"We / us / our"

Chiltern Energy Group, the trading name of Martin Prosser and Kyran Lacey, sole traders operating jointly as Chiltern Energy Group, of Kings Head House, 15 London End, Beaconsfield, HP9 2HN.

"You / your"

The customer named on the order confirmation.

"Contract"

The agreement between you and us formed when your payment is processed, incorporating these Terms and the Quote.

"Quote"

The written estimate of costs and scope we provide to you before you place an order.

"Services"

The electrical installation services described in the Quote, including any associated planning, procurement, and administrative work.

"Installation"

The physical on-site work carried out at your property.

"Equipment"

Any charger unit, cabling, fixings, and ancillary materials supplied by us as part of the Services.

"Cooling-Off Period"

The 14-day period beginning the day after the Contract is formed, during which you have a statutory right to cancel.

"Work Commencing"

Has the meaning given in clause 9.7.

"DNO"

The Distribution Network Operator responsible for the electricity network serving your property.

"Grant"

Any government-backed incentive, subsidy, or rebate applied to your installation, including but not limited to the OZEV Electric Vehicle Homecharge Scheme or any successor scheme.

2. About Us

2.1 Chiltern Energy Group is a trading name operated by Martin Prosser and Kyran Lacey as sole traders. Martin Prosser and Kyran Lacey are jointly and severally responsible for all obligations under this Contract. We are not a limited company.

2.2 Our registered address for correspondence is: Kings Head House, 15 London End, Beaconsfield, HP9 2HN.

2.3 You can contact us using the details below:

• Email: info@chilternenergygroup.co.uk
• Phone: 01494 977298
• Hours: Monday to Saturday, 08:00 to 19:00. Closed Sunday.

2.4 Our lead installer, Kyran Lacey, holds NAPIT accreditation and is qualified to carry out the electrical installation work described in these Terms.

3. Scope of Services

3.1 We supply and install EV charging equipment at domestic properties in our service area. The specific scope of your installation is set out in your "Quote".

3.2 The "Services" include all reasonable planning, administrative, and liaison work required to complete the installation, including engagement with your "DNO" where a network application is required.

3.3 We will carry out an in-person site survey prior to installation. Any material changes to scope identified during the survey will be notified to you in writing before work begins.

3.4 We do not carry out any work that falls outside the scope of the "Quote" without your prior written agreement. Additional work requested by you will be quoted separately.

3.5 We are the prime contractor for all work carried out under this "Contract". Where we sub-contract any element of the "Services", we remain responsible to you for the quality and delivery of that work.

3.6 We operate within the following service area: Amersham, Chesham, Great Missenden, Prestwood, Wendover, Princes Risborough, Lacey Green, Chinnor, Tring, Berkhamsted, and surrounding villages in the Chilterns. If your property is outside this area, we will confirm whether we are able to assist before you place an order.

3.7 The "Equipment" remains our property until full payment has been received and cleared. On confirmation of cleared payment, title to the "Equipment" passes to you.

3.8 Where we need to substitute a component of the "Equipment" for an equivalent part due to availability, we will notify you in writing before doing so. Any substitute component will be of equivalent quality and specification. You may cancel the order for a full refund if you do not wish to proceed with the substituted component.

3.9 You are responsible for confirming that the "Equipment" specified in your "Quote" is compatible with your vehicle and your property's electrical installation before placing your order. We will advise on compatibility during the site survey, but the final decision to proceed rests with you.

4. Quotations and Acceptance

4.1 All Quotes are valid for 30 days from the date of issue unless we notify you otherwise in writing.

4.2 A "Quote" is an offer to supply services at a fixed price based on the information available at the time. It is not a binding contract until payment has been processed.

4.3 If site conditions materially differ from those described during the survey, we reserve the right to revise the "Quote" before work begins. We will notify you in writing of any revised price and obtain your agreement before proceeding.

4.4 You accept these Terms by completing payment via our checkout. Before payment is processed, you are required to confirm that you have read these Terms by ticking the acceptance checkbox on the payment page.

4.5 The "Contract" is formed at the point your payment is successfully processed. You will receive a written order confirmation by email.

4.6 If we are unable to fulfil your order for any reason following payment, including where a site survey reveals that a standard installation is not technically viable at your property, or where a "DNO" application is refused and no alternative solution is available, we will notify you in writing and issue a full refund of all amounts paid. We will not be liable for any further costs or losses in these circumstances.

5. Payment Terms

5.1 Payment is taken in full at the point of order via Stripe. No deposit structure applies. The full contract value is due at the time of booking.

5.2 We do not accept payment by cheque, BACS, or bank transfer unless agreed in advance in writing.

5.3 Where a "Grant" forms part of the payment structure, clause 6 applies. Your liability for the full contract price remains unless the "Grant" is confirmed in writing by the granting body before or at the time of payment.

5.4 No installation date will be confirmed or work scheduled until payment has cleared.

5.5 All prices are inclusive of VAT where applicable and stated on the "Quote". If the VAT rate changes between the date of your "Quote" and the date of installation, we reserve the right to adjust the VAT element of the price accordingly. We will notify you in writing if this applies.

6. Grants and Incentives

6.1 Where a "Grant" forms part of your installation funding, you are solely responsible for confirming your own eligibility before placing your order. We are not responsible for any grant eligibility assessment.

6.2 You warrant that all information provided to us or to the granting body in connection with a "Grant" application is accurate, complete, and not misleading.

6.3 If a "Grant" is refused, delayed, reduced, or reclaimed by the granting body for any reason, including inaccurate or incomplete information provided by you, you remain liable for the full contract price. In these circumstances we will not be required to reduce or refund any element of the price.

6.4 We are not responsible for decisions made by granting bodies, changes to grant schemes, or delays in grant processing.

6.5 Where a grant shortfall arises through no fault of yours (for example, due to a scheme change after your order was placed), we will discuss options with you in good faith. We are under no obligation to absorb any shortfall but will endeavour to find a reasonable solution.

6.6 Where we process a "Grant" application on your behalf, we act as your agent. All decisions, confirmations, and representations to the granting body remain your responsibility.

7. Customer Responsibilities

7.1 You are responsible for ensuring that the information you provide to us, including property details, electrical supply information, and any information relevant to a "Grant" application, is accurate and complete.

7.2 You must ensure that we have safe and unobstructed access to your property at the agreed time. Failure to provide access may result in a rescheduling charge under clause 10.

7.3 You are responsible for obtaining any third-party consents required prior to the installation, including but not limited to landlord permission, planning permission, and consent from a management company or residents' association where applicable.

7.4 We are not responsible for any delays, additional costs, or consequences arising from your failure to obtain the consents referred to in clause 7.3.

7.5 You are responsible for ensuring the area where installation is to take place is clear and accessible on the day of installation. We will advise you of any specific requirements during the survey.

7.6 You must inform us of any known issues with your electrical installation, fuse board, or incoming supply before the site survey. If issues are identified during the survey or installation, we will notify you and provide a separate quote for any additional remedial work required.

7.7 Where the "Equipment" requires an internet connection to operate fully, including for app control, smart charging features, or any grant-required remote monitoring, you are responsible for providing and maintaining a suitable broadband or Wi-Fi connection at your property. We are not liable for any reduction in functionality caused by an absent, inadequate, or interrupted internet connection.

7.8 You are responsible for keeping the "Equipment"'s firmware and software up to date as directed by the manufacturer. We are not responsible for any reduced functionality, security vulnerabilities, or compatibility issues arising from your failure to apply manufacturer updates.

8. Installation and Access

8.1 We will carry out the "Installation" at your property on the date agreed with you following the site survey and payment.

8.2 We will take reasonable steps to complete the "Installation" in a tidy and professional manner and to minimise disruption to your property.

8.3 We will make good any minor damage to your property caused directly by our work to a reasonable standard. We are not responsible for pre-existing defects, decorative finishes beyond the immediate area of work, or structural issues not caused by us.

8.4 Installation timescales are estimates. Factors outside our control, including weather, supply chain delays, "DNO" decisions, and access issues, may affect the schedule. We will notify you of any significant delay as soon as reasonably practicable.

8.5 Where a "DNO" application is required, we will manage this on your behalf. "DNO" decisions and timescales are outside our control. We are not liable for delays caused by "DNO" processes.

8.6 On completion of the "Installation", we will carry out testing and commissioning of the "Equipment" and provide you with any required certificates and documentation.

9. Cancellation and Cooling-Off

Your Statutory Right to Cancel

9.1 As this is a distance contract, you have the right to cancel this "Contract" within 14 days of the "Contract" being formed without giving any reason. This right is provided under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

9.2 The "Cooling-Off Period" begins the day after you receive your order confirmation.

9.3 To exercise your right to cancel within the "Cooling-Off Period", you must notify us clearly in writing before the period expires. You may do this by email to info@chilternenergygroup.co.uk or by post to Kings Head House, 15 London End, Beaconsfield, HP9 2HN. You must include your name, address, and order reference.

9.4 You may use the model cancellation form provided with your order confirmation, but you are not required to do so.

Cancellation Within the Cooling-Off Period: No Work Started

9.5 If you cancel within the "Cooling-Off Period" and Work has not yet commenced, you will receive a full refund of all amounts paid. We will process the refund within 14 days of receiving your cancellation notice.

Cancellation Within the Cooling-Off Period: Work Has Started

9.6 Under Regulation 36 of the Consumer Contracts Regulations 2013, we are required to obtain your express written consent before commencing any work during the "Cooling-Off Period". At the point of checkout, you will be presented with a separate confirmation checkbox stating: “I expressly request that Chiltern Energy Group begins administrative, procurement, and planning work immediately upon payment. I understand that if I subsequently cancel within the 14-day cooling-off period, I will be liable for reasonable costs incurred up to the point of cancellation.” If you do not tick this checkbox, we will not commence any work until the "Cooling-Off Period" has expired, and you will be entitled to a full refund if you cancel within that period. If you do tick this checkbox, clauses 9.7 to 9.10 apply.

9.7 For the purposes of these Terms, "Work Commencing" means the point at which any of the following occur: (a) Administrative processing of your order, including the assignment of an installer and scheduling; (b) Any planning or assessment activity carried out in connection with your installation; (c) Any engagement with your DNO or electricity supplier, including the submission of an application or notification; (d) The ordering or procurement of materials or equipment specific to your installation. Work commencing is not limited to physical installation activity on-site.

9.8 If you cancel within the "Cooling-Off Period" after "Work Commencing", you will be charged reasonable costs actually incurred by us up to the point of cancellation, subject to a minimum charge of £49.99. The minimum charge forms part of our recoverable costs and is not applied in addition to them where doing so would result in total recovery exceeding our actual loss.

9.9 Costs that may be recovered under clause 9.8 include administrative and planning time, any "DNO" or supplier liaison already carried out, materials ordered that cannot be returned or that incur a return cost, delivery or logistics costs, and any payment processing charges that are non-recoverable.

9.10 These charges reflect costs actually incurred and will not exceed our reasonable losses.

9.11 We will provide you with a written breakdown of any charges deducted from your refund. The balance will be returned to you within 14 days.

Cancellation After the Cooling-Off Period

9.12 If you cancel after the "Cooling-Off Period" has expired, you will be charged a cancellation fee of 20% of the total contract value.

9.13 This fee represents a genuine estimate of our losses including scheduling, lost capacity, and administrative costs, and may be reduced where our actual losses are demonstrably lower.

9.14 Where materials have been ordered, delivered, or installed at the point of cancellation, we will charge either: (a) the 20% cancellation fee under clause 9.12; or (b) our actual costs incurred up to the point of cancellation, including the cost of materials ordered, any supplier restocking charges, and labour performed, whichever is the greater amount. The total charged under this clause will not in any event exceed the full contract value.

9.15 Any refund due after deduction of cancellation charges will be paid within 14 days of the cancellation being confirmed in writing.

10. Rescheduling

10.1 You may request to reschedule your installation appointment by giving us at least 5 working days' notice in writing. We will accommodate reasonable rescheduling requests subject to availability at no additional charge.

10.2 If you request to reschedule with less than 5 working days' notice, or fail to provide access at the agreed time, we reserve the right to charge a rescheduling fee of £75.00 plus VAT to cover wasted travel and allocation costs.

10.3 We will not charge a rescheduling fee where the need to reschedule arises from circumstances beyond your reasonable control. If you believe this applies, please contact us as soon as possible.

10.4 If you reschedule more than twice, we reserve the right to treat the contract as cancelled under clause 9.12.

11. Warranties

11.1 All "Equipment" supplied by us is covered by the manufacturer's warranty. The length and terms of the manufacturer's warranty vary by product and will be confirmed in your order documentation.

11.2 We provide a 12-month workmanship warranty on our installation labour, running from the date of installation. This covers defects in the standard of our installation work but does not cover faults arising from misuse, third-party interference, or normal wear and tear.

11.3 To make a warranty claim, contact us at info@chilternenergygroup.co.uk with your name, order reference, a description of the issue, and photographs where possible.

11.4 We will assess warranty claims within 5 working days of receipt and advise you of the proposed remedy. Where a valid claim is confirmed, we will carry out remedial work at no additional cost to you.

11.5 The warranties in this clause are in addition to, and do not affect, your statutory rights under the Consumer Rights Act 2015.

11.6 Nothing in these Terms limits or excludes any warranty or liability that cannot be excluded or limited by law.

11.7 Where the "Equipment" is outside the manufacturer's warranty period and requires a call-out, repair, or replacement part, we will provide a separate written quote for any labour and materials required. There are no ongoing maintenance fees under this "Contract".

12. Liability and Limitations

12.1 Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot be excluded or limited by applicable law.

12.2 Subject to clause 12.1, our total liability to you under or in connection with this "Contract", whether in contract, tort (including negligence), or otherwise, shall not exceed the total amount paid by you under the "Contract". This cap does not apply to damage to your property or person caused directly by our negligence, for which our liability remains unlimited subject to clause 12.1.

12.3 We are not liable for any indirect or consequential loss, including but not limited to loss of income, loss of profit, loss of business, loss of anticipated savings, or damage to goodwill, even if we were aware that such loss might arise.

12.4 We are not liable for any loss or damage caused by events outside our reasonable control, including but not limited to adverse weather, supply chain disruption, "DNO" delays, or power outages.

12.5 You are responsible for ensuring your property is suitable for the installation. We are not liable for damage to your property arising from pre-existing conditions that were not disclosed to us or were not reasonably discoverable during the site survey.

12.6 Nothing in these Terms excludes or limits your statutory rights under the Consumer Rights Act 2015 or any other applicable law. To the extent that any term in these Terms conflicts with your statutory rights, your statutory rights prevail. These Terms are intended to supplement, not replace, the protections provided to you by law.

13. Data Protection

13.1 We collect and process your personal data in order to fulfil your order, manage your installation, comply with our legal obligations, and communicate with you about your "Contract".

13.2 Your personal data may be shared with third parties where necessary to deliver the "Services", including equipment manufacturers, your "DNO", and any grant processing body.

13.3 We will not sell or transfer your personal data to third parties for marketing purposes without your consent.

13.4 For full details of how we collect, use, store, and protect your personal data, and your rights in relation to it, please refer to our Privacy Policy at: chilternenergygroup.co.uk/privacy-policy.

13.5 By placing an order with us, you acknowledge that you have read our Privacy Policy and consent to the processing of your personal data as described in it.

14. Complaints and Disputes

14.1 If you are unhappy with any aspect of our service, please contact us in the first instance at info@chilternenergygroup.co.uk or by calling 01494 977298. We aim to acknowledge all complaints within 2 working days and to provide a resolution within 14 working days.

14.2 If we are unable to resolve your complaint to your satisfaction, and your complaint relates to our installation workmanship, you may refer the matter to NAPIT, whose details are available at www.napit.org.uk.

14.3 If your complaint relates to a consumer contract dispute that we are unable to resolve, you may also have the right to refer the matter to an Alternative Dispute Resolution (ADR) provider. We will provide details of the applicable ADR scheme upon request.

14.4 Nothing in this clause affects your statutory rights or your right to take legal action.

15. Governing Law

15.1 These Terms and any "Contract" formed under them are governed by and shall be construed in accordance with the laws of England and Wales.

15.2 Any dispute arising out of or in connection with these Terms or any "Contract" shall be subject to the exclusive jurisdiction of the courts of England and Wales, subject to your right as a consumer to bring proceedings in the courts of the country in which you are resident.

15.3 A person who is not a party to this "Contract" has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this "Contract".

15.4 We may transfer our rights and obligations under this "Contract" to another organisation, for example in connection with a business sale, restructure, or incorporation. We will notify you in writing if this happens. Any such transfer will not reduce your rights under this "Contract" or under applicable consumer law. You may not transfer your rights or obligations under this "Contract" to another person without our prior written consent.