Heatable Ltd is registered In England and Wales with company number 08804726.
Heatable Ltd are registered with the Information Commissioners Office (ZA120451) and treat all information supplied by customers as confidential. Information passed on will only be done so to fulfil the obligations set out within these terms and conditions.
Heatable Ltd is authorised and regulated by the Financial Conduct Authority, (FRN 805259) We are a credit broker and not a lender and offer credit from a panel of lenders. We may receive commission if your application is successful, and the amount may vary depending on the product chosen and the amount of credit taken out. Credit is subject to status and affordability, not subject to application and status.
Our MCS certification number is NAP/68602/23/1
Our RECC membership number: 00078194
Trademarks and other intellectual property of the Company are protected and not to be replicated or reproduced.
Photographs and imagery of products and components are subject to copyright, with all rights reserved. The use of any photographs or imagery featured on this website or the company’s promotional assets without the written permission of Heatable is strictly prohibited. Any use of copyrighted imagery for commercial or personal purposes will be charged for, plus legal costs of the copyright owner and financial compensation for copyright infringement relating to commercial gains of the infringer or losses to Heatable Ltd. To check the copywrite status of imagery and photographs please email [email protected]
The following terms and conditions constitute a distance only contract between Heatable Ltd and the customer.
We will only use your personal data in accordance our privacy policy.
Definitions
References in these conditions to ‘Heatable’, ‘Heatable Ltd’, ‘The Company’, ‘our’, ‘we’, and ‘us’ relate to Heatable Ltd, registered office, Glebe Business Park, Lunts Heath Road, Widnes, Cheshire, WA8 5SQ.
References to ‘Customer’, ‘the Customer’ and ‘you’ are references to the person to whom has purchased a product or service through Heatable Ltd.
‘Solar PV system’ means an array of installed panels with the purpose of generating electricity.
‘Battery or Battery Storage System’ means an energy storage device that stores electricity.
‘Commissioned‘ means the installation of your solar panels or Battery system has been completed and signed off by the appointed technician.
‘Fixed price’ means the total price set out in the Quote which has been paid by the purchaser of the Heatable system and/or Battery Storage System to Heatable Limited. This is still subject to change with any customer requests or following a survey.
‘RECC’ means the Renewable Energy Consumer Code.
‘Microgeneration’ means small scale renewable energy generation technology.
‘MCS’ means Microgeneration Certification Scheme.
‘Permitted Development Rights’ means an automatic grant of planning permission which allow certain building works and changes of use to be carried out without having to make a planning application.
‘Smart Export Tariff or SEG’ means a tariff offered by a licensed energy supplier in relation to the SEG obligation.
‘Workmanship Warranty’ means a warranty given by Heatable to the customer which covers the installation defects for a period of 60 months.
‘Work Schedule’ means a schedule of works issued by Heatable, detailing target delivery and installation dates.
‘Design Proposal’ means a full remote design of your solar and where applicable Battery storage system. The design will include panel location, panel layout, accessory locations, generation and performance estimates.
‘G99’ means the application required in order to advise and request the ability to send any energy back to the grid.
‘DNO’ means the District Network Operator who manage any power going back to the grid.
Quoting process
The purpose of the online solar PV design journey is to provide customers with self-serve tool which enables Heatable to display a Fixed price for a solar PV and Battery installation, based on the information provided.
Solar PV and Battery installation quotations are offered as itemised packages and include installation by qualified engineers. Customers have the option to tailor quotations with additional products such as batteries or accessories which may form part of a bundle.
Customers must be aware that quotations provided are only valid and fixed on the basis the data entered into the Quote tool being honest and accurate. There are also a number of factors that can increase or decrease costing based on a property layout and customer requests including increasing or decreasing the number of panels that can compliantly be installed. We also make standard assumptions such as compliant fuse boards, location of installations etc. Additional works are chargeable and equally any reduction of works will be refunded or reduced from the final payment.
All generation forecasting, payback periods and cost savings are estimated and are for illustrative purposes only. Before orders can be completed, customers are provided with an MCS compliant generation estimate. Generation and savings are forecasted using regulated algorithms. No guarantee of % of accuracy is given, system forecasts and specific site results will generally differ. Multiple factors can affect the production and subsequent savings that your Solar PV system can generate. Whilst we always aim to ensure the quoting tool and price provided give you an accurate price, a number of factors can influence the supply and price including space, location, property, property conditions etc, but we will always be transparent and upfront with any potential issues that may occur.
Placing an order
To proceed with a quotation and place an order you will be required to select your preferred installation date via the booking calendar and complete the booking form on selected orders. This date will always be subject to availability and the return of any G99 application.
Once your order is placed, you will receive a booking confirmation, this email will contain instructions to upload and submit photographs of your property. These are needed in a timely manner to ensure we can process your order. Failure to provide the required photographs may result in the delay of your installation.
Once your site photographs have been received, one of our in-house representatives will use these, combined with the information provided by you during the online PV survey stage to create a Design Proposal which will include a MCS compliant generation, payback period and consumption forecasting (For solar).
Both the Design Proposal and Work Schedule will be sent to you for approval and signature. Upon approval of these documents a 25% deposit is required to process your order. A deposit is not always required depending on your finance choices.
Once a customer approves and signs the Design Proposal a contract between the customer and Heatable will be formed in line with the terms of this document. If you do not agree to these terms please do not sign the Design Proposal or Work Schedule. If you have any queries regarding these terms, then please contact us.
By placing an order, you are confirming you are the owner of the property detailed in the Design Proposal and Work Schedule or that permission from the owner has been granted.
The quotation, Design Proposal and Work Schedule provided are solely for your personal use. To place an order via the website you must be at least eighteen (18) years old. You may not use the website for any commercial purpose.
We reserve the right to make changes to any part of these Terms and Conditions from time to time, so please ensure you check the latest version.
This contract is governed by the laws of England and Wales. If there is any dispute between us, it will be dealt with by the courts of England and Wales if your property is England or Wales, and by the courts of Scotland if your property is in Scotland.
Nothing in this contract affects our legal rights or powers. Nothing in this contract affects any of your statutory rights that cannot be excluded by law.
Cancellations
You reserve the right to cancel your order within 14 days of signing your first agreement. Should you request changes after the first signed agreement, for the purposes of any cancellations, we consider the first agreement as the start of your 14 day period. Any cancellation after this period may result in a charge of £495 due to costs incurred such as DNO application, surveys, admin etc. Should you wish to cancel at any point, we request this is made in writing or email to [email protected].
Any cancellation after the installation date has been confirmed may incur additional charges.
Heatable also reserves the right to refuse or cancel any order. Notice of any cancellation will be sent to you in writing.
Customers must be aware that if any element of the Work Schedule has been started or completed (such as erection of the scaffolding, specialised stock ordered etc) then a proportionate deduction of the refund value will be retained to cover these costs.
Contact
Throughout the process of booking and having your solar PV or Battery system installed, Heatable will communicate mostly by email or telephone but this could also be text messages. There may of course be ad hoc instances in which we will contact you with unforeseen important information, but our process of communications will largely be as below:
Confirmation email or phone call or text message upon placing order
Email order confirmation
Photo upload request via email and/or text messages
Pre-installation reminder - before the planned installation date via phone/text message
Courtesy phone call/text message post installation
Review request link via email
Follow up documentation via email; relevant registrations
Service reminders/offers via email or phone call
Heatable will share your contact and address information with your appointed installation technician and product suppliers prior and after your installation, should they need to make contact for any reasons including but not limited to; arrival time, access or technical queries. We do not sell or pass your details on to any third party that is not related to your order, the installation or suppliers & manufacturers.
Notices to you under this contract will be sent by post or hand delivered to the billing address, or in the case of email to the last known email address that you have provided. We will treat such notices as having been received 2 (two) days after we have sent it to you, unless we receive evidence to the contrary.
Payment methods
Payments for installation are made in two stages, these are:
25% upon sign off on the Design Proposal and Work Schedule. This deposit will be entered into a deposit protection scheme.
The remaining balance is received in full within 24 hours of the installation being Commissioned.
Ownership of the system will remain the property of Heatable LTD until full payment is made.
Heatable accepts payment by credit or debit card, BACS transfer or via finance products offered by one of our appointed lenders. All credit is subject to status. AmEX payments are limited to a total of £5,000 per order.
Credit/debit card
All card transactions are processed securely through our payment merchant, Checkout.com.
Finance
Heatable Ltd acts as a credit broker and not as a lender. Finance products are offered to customers via a panel of approved lenders. All lending decisions are at the discretion of the individual lenders.
You will be notified by the lenders of their decision , should your finance application be declined we will contact you to explore alternative method of payment. It remains the responsibility of the customer to ensure they have access to funds to settle the full contractual value.
Upon completion of an installation that was paid for using a finance option, you may be asked by the lender to complete a ‘satisfaction notice’ – usually via e-signature. At this point you will have the opportunity to raise any concerns with your installation. Any complaints raised will be managed in line with our complaint's procedure. Refusal to sign a satisfaction note does not void the contract.
Finance cancellation rights (14-day cooling off period)
As per your statutory consumer rights, should you take out a finance agreement in order to fulfil payment of your service from The Company or Lender, you will have the right to cancel this agreement within 14 days of commencement (commonly known as a ‘cooling off period’). Should any element of the Work Schedule have been completed within this period and you choose to exercise this right, you will still be liable to make full payment to The Company (full prior agreed amount inc. VAT). This payment will need to be paid by credit/debit card or BACS transfer within 48 hours of your cooling off period being activated. Failure to make timely payment will result in The Companies legal pursuit of the outstanding balance.
Discount codes
We may from time to time run discount codes and promotional campaigns. Customers need to be aware that only one form of promotion or discount code can ever be applied. Discount codes cannot be retrospectively applied or credited. For avoidance of doubt, any discount codes need to be applied or raised prior to signing the proposal or any agreements.
Installation
Prior to any attendance by Heatable, or any of it’s representatives, it is the Customer's responsibility to secure any permissions, licences or permits that may be required to authorise the work such as consent from landlords, building managers, leaseholders and covenants relating to listed buildings or areas of conservation. Solar PV systems which are mounted on pitched roof spaces usually fall under Permitted development rights however, it the customers responsibility to ensure formal planning approval for their specific location is not required before an installation takes place. In the event that any installations are cancelled or stopped as a result of unauthorised works, Heatable will look to recover costs or charge as applicable. Heatable will only remove any non-authorised work once full payment has been received for the initial proposal and an agreed payment has been made in the event of non-authorised work, for any further works that may be needed. We believe in an open and honest approach and are always keen to work with our customers for the very best solutions.
It is the responsibility of the Customer to ensure there is adequate vehicle parking for the contractors to park their vans within 10 meters of the entrance to the property. Any charges for parking or permits are to be paid for and arranged by the Customer in advance of the installation or reimbursed to the Company. Any parking or access restrictions should be highlighted within a reasonable amount of time (ideally 14 days prior to install) or at the point of any survey.
The customer is responsible for the security and protection of any materials delivered to site before the installation commences.
The Customer (or their representative) must have complete control over the isolation of the electricity on the installation date. If safe isolation services is not possible then the installation may have to be postponed or cancelled and a refund issued. At this point there is likely to be charges appropriately to our costs incurred including any failed installation.
Whilst every effort is made to ensure the delivery and installation timescales agreed during the ordering process are met, The Company reserves the right to delay installation without Customer compensation for reasons such as material shortages, supplier delays, sickness, fires, strikes, illness, severe weather, terrorism, war and any other causes beyond the control of the Company interfering with its execution or completion of the contract.
Time shall not be deemed to be the essence of the contract. The Company are not liable for any loss of profit, loss of business, business interruption, costs of energy due to installation delays, loss of salary or holiday entitlement should delays occur. In addition we will not compensate for loss of any savings you could have made should any equipment we install not perform. However, we will always work with you and any manufactures to resolve any issues as soon as possible.
All installation works will be completed to the relevant governing standard.
Sometimes things do not go to plan with the installation of new equipment. The Customer agrees to give the Company and its engineers reasonable opportunities to put thing right by providing access to the installation address and time to remedy any faults or problems. If remedial works are required, in the first instance your original installing technician will return to rectify the issues.
We have assumed that your property is in a good state of repair and contains no structural defects or weaknesses. We will not be responsible for any damage caused to your property as a result of any existing defects. Any defects may not be present at the time, but in the rare case of any damage, we will review on based on the circumstances at the time.
Whilst all reasonable care will be taken by the Company, it accepts no liability for any damage to existing plaster work, decorations, flooring etc which may be consequent upon the carrying out of the work detailed. Cuts or holes made to allow for equipment will be made good but not permanently finished or re-decorated. Floorboards will be reinstated or replaced where necessary, but special and/or laminated floors cannot be permanently re-fixed. Any carpets which are lifted will be re-laid to the best of our operative’s ability, however, we cannot be held responsible for carpets which have been nailed or glued down. It should be anticipated that an amount of redecoration may be required, and this will be the customer's responsibility and is not included in the price.
The Company accepts no liability for any materials used during the installation process having variations in size, colour, texture and general appearance. When matching materials (such as bricks and tiles) to existing materials which are part of the house, a close match is often not possible due to older products becoming obsolete and the effects of weathering over time. The customer agrees to make available their own materials, at their expense, at the time of the work taking place if they would like a specific material (such as a matching tile) to be used. Due to the nature of roof tiles which are exposed to extreme heat, cold and adverse weather conditions, these can break during installations. As always we will endeavour to repair or replace as required as best as reasonably possible with no guarantee implied regarding perfect match or exact replacement.
Properties which are installed with specialist wall finishes such as render, timber, cladding, stone or specialist mortar products will be made temporarily weather tight and will not be sympathetic to the building’s fabric. Reinstatement of these specialist finishes are the responsibility of the Customer, no contribution will be made by the Company.
Debris will be removed from site as part of the price, but this does not include the removal of any dangerous/hazardous waste material such as asbestos, existing solar panels, Inverters & batteries which we become aware of before or during the installation. It is the responsibility of the customer to arrange for the safe removal and disposal from site at their own expense and to provide the Company with a Clean Air Certificate or certified confirmation as proof this work has been completed. We may halt an installation if a dangerous or hazardous substance is identified during the works. The installation will only resume once the dangerous or hazardous substances have been professionally removed. This may create delays based on the installers schedule, time to resolve or further investigations. Should there be additional charges due to delays regarding dangerous/hazardous waste such as longer scaffolding, returning for completion etc, we will discuss at the point of being aware and expect this costs to be paid on receipt of said charges. We will do our best to work with you and keep these to a minimum.
It must be anticipated by customers that a certain level of cleaning will be required once the scaffolding has been disassembled and removed.
Warranties, guarantees and more
After your Solar PV system has been Commissioned and when we hand it over to you, we will provide you with a completed MCS certificate that will verify that your Solar PV system meets the required standards. Your MCS certificate will also be live on the MCS database. Your MCS certificate will be required to make any applications for a valid Smart Export Tariff with "SEG” obligated energy suppliers. We will also register your system with RECC and issue your certificate. These documents are normally around 5-7 days after installation and only requested and supplied to you when full and final settlement for any outstanding payments are paid and cleared funds.
A Smart Export Tariff is a separate agreement that you are able to enter into with any energy supplier offering a Smart Export Tariff under the SEG obligation. You are not obliged to enter any contract with us for your Smart Export Tariff and should consider each option carefully. Applications for SEG payments are the responsibility of the customer.
We will ensure that your Solar PV installation is compliant with the regulations set out by OFGEM. We shall also ensure that your installation meets the requirements set out by OFGEM to qualify for Smart Export Guarantee tariffs at the time the Solar PV installation is installed.
Where notifiable electrical works have been completed, we’ll register these with our electrical certification body, NAPIT.
Once your Solar PV system and relevant accessories have been installed, they are covered immediately by the manufacturer. In rare occasions, new products may not function correctly when first installed. Manufacturers have strict QC processes however; parts can become dislodged in transit causing a zero hour failure. The Customer needs to be aware that in the event of a zero hour failure, the manufacturer or their representatives will be required to attend site repair the product, we cannot replace the product. We will liaise with the manufacturer to arrange the soonest possible date to attend and repair the product. Under no circumstances should this delay any payments for completion of works.
If you experience any issue with a product within your 60 months workmanship warranty period, then Heatable will arrange a repair on your behalf including any labour requirements. This may or may not be chargeable depending if a workmanship or manufacture fault is established. Often it can be quicker to liaise directly with the manufacturer.
If you experience and issue with a product outside of your 60 months workmanship warranty period and your products are under the manufactures warranty then you will need to contact the manufacturer to arrange a repair or replacement. Customers must be aware that parts only manufacturer warranties and will exclude any costs for labour or access equipment to repair or replace products. Details of the manufactures warranty conditions can be found within your handover pack. .
