Contract for installation services between Key Solar Ltd and the recipient of this contract.

This contract complies with our obligations as members of the Home Insulation & Energy Systems Scheme (HIES) and the Microgeneration Certification Scheme (MCS).

1. Acceptance of Proposal

1.1 The Proposal is valid for 30 days from the date indicated. To proceed, sign the order acceptance form, return one copy to our address, and keep one for your records. No contract exists until we send an acknowledgement of your order.

1.2 Please read these terms carefully before signing. If you need any explanation, contact us in writing at info@keysolar.co.uk, by post at Flat 2, 13 St Georges Road, Windyridge, Looe, PL13 1EB, or by telephone on 01503 770008.

1.3 This agreement is governed by the law and courts where your property is located.

Your right to cancel

1.4 You have the right to cancel this contract during the 14-day cancellation period without giving any reason. You may also cancel without penalty before any goods are delivered.

1.5 To cancel, send a clear statement by post to Flat 2, 13 St Georges Road, Windyridge, Looe, PL13 1EB, requiring proof of delivery, or email info@keysolar.co.uk. Any advance payments made will be returned if you cancel within the allotted period. If you cancel after the cancellation period, costs may apply and we may retain part of your deposit and any advance payments as a contribution – see paragraph 9.1.1.

2. Our Main Obligation to You

We will do the work with reasonable skill and care according to MCS standards and the timetable in the Proposal. Under MCS, only certified companies can contract for the sale and installation of a system. Our MCS certification number is NIC-601223 and we are registered with NICEIC.

2.1 We will plan, install, and commission the system described in the Proposal. Goods supplied will be of satisfactory quality, fit for purpose, and operate as described.

2.1.1 We will inform you of any contractor engaged by us and take full responsibility for their work and compliance with the HIES Consumer Code.

The timetable

2.2 We will supply the goods and carry out installation as set out in the Proposal. Your acceptance confirms agreement to that timetable.

2.2.1 We will make every effort to complete the work on time. Delays can occur for reasons beyond our control – for example severe weather. We cannot be held responsible for such delays.

2.2.2 If delays occur, we will notify you as soon as possible and adjust the timetable by mutual agreement.

2.2.3 In the case of severe delays to delivery, you may be offered equivalent MCS-certified products. You may accept the alternative, wait for your original products, or cancel under sections 9.2 and 9.3.

Consequences of delay

2.2.4 If a significant or unreasonable delay is caused by us for reasons within our control, you are entitled to compensation.

2.2.5 For severe delays within our control, you may cancel under sections 9.2 and 9.3.

2.2.6 We will seek to accommodate minor delays caused by you without compensation.

2.2.7 If your delay causes us extra costs, we will adjust the price accordingly as described in the Proposal.

3. Our Other Obligations

3.1 We will carry out the work and communicate with you in line with the HIES Consumer Code.

3.2 We will ensure the installation complies with MIS 3002.

3.3 We will advise on additional measures that may benefit performance and durability – for example protection from flora and fauna.

3.4 Where self-consumption is quoted with an electrical energy storage system (EESS), we will state if we are not certified to MIS 3012.

3.5 After commissioning, we will provide guarantees, test certificates, and relevant paperwork within 10 days of commissioning where possible.

3.6 We will provide documentation required by the relevant MCS Installation Standard, including MCS database registration within 14 working days of commissioning.

3.7 Our guarantees will cover goods and installation and will comply with the HIES Consumer Code. We will explain these in writing and verbally.

3.8 We will ensure guarantees are honoured if we enter receivership, administration, or bankruptcy – see Section 8.

4. Your Main Obligation – Payments

The deposit

4.1 Pay the deposit specified in the Proposal when you sign this agreement. The deposit cannot exceed 25% of the total contract price. If you cancel within the cancellation period, it will be returned in full.

4.1.1 If we find during our inspection that the installation cannot proceed, we will refund your deposit in full within two weeks.

Advance payments

4.2 The Proposal explains when invoices will be sent and amounts due.

4.3 We may require a further advance payment no more than 14 days before delivery or installation, if explained in the Proposal. If no goods are delivered before installation, the deposit plus any further advance will not exceed 60% of the total price.

4.4 If we enter receivership, administration, or bankruptcy, your deposit and advance payments are protected – see Section 8.

Final payment

4.5 We will invoice the balance after commissioning.

4.5.1 If there is an alleged minor defect, you may withhold only a proportionate amount and must notify us with reasons.

Consequences of late payment

4.6 We may charge interest at 3% above the Bank of England base rate until paid.

4.6.1 If payment is 7 days late, we may give written notice to suspend work until payment is made.

4.6.2 If you are in breach for non-payment and we suspend work, we may recover additional costs with written particulars within 21 days.

4.6.3 We may require return of goods or take proceedings to recover goods or their value.

4.6.4 Final invoice payment must be received before Key Solar begins the handover pack, which will be posted within 14 working days.

5. Your Other Obligations

5.1 You must obtain all necessary permissions before work starts and provide them on request. For flat roofs under original warranty where membranes are penetrated, consult the warranty provider.

Supply of services

5.2 You must provide free of charge: water, washing facilities and toilets, electricity supply, adequate storage, safe and easy access from the public highway, and clear access to work areas.

5.3 Any preparatory work described by us must be completed by competent persons before the agreed start date. If not, clause 2.2.7 applies.

Additional charges

5.4 Breach of clauses 4.1, 4.2, or 4.3 may incur reasonable additional costs for delay or extra services – see Section 7.

5.5 You must notify us of any asbestos that may affect the work. If suspected during works, we will halt until tests are carried out and, if present, removal is completed by a licensed contractor at your cost.

6. Change of Work

6.1 If you want to change the work after signing, consult us. We can incorporate changes where technically possible, resources and permissions allow.

6.2 Confirm your request in writing within 14 days of first notifying us.

6.3 We will record any variations for agreement and signature.

6.4 Changes that add or revise work may incur extra costs. We will keep these to a minimum.

7. Unexpected Work

7.1 The Proposal details daily costs for unexpected work due to site conditions or special circumstances beyond our control.

7.2 If unexpected work arises, we will inform you and ask how to proceed. If you ask us to continue, section 6.3 applies.

8. Delivery, Title and Risk, and Workmanship Warranty

8.1 We will deliver goods to the location in the Proposal.

8.2 Deposits and advance payments up to 25% of contract value or £5,000 (whichever is lower) are insured through HIES. Guarantees are protected if we enter receivership, administration, or bankruptcy.

8.3 You will receive policy details after signing.

8.4 We may hold deposits/advances in a client account or protected payment scheme and use them only for this contract.

8.4.1 If we enter receivership, administration, or bankruptcy, funds in that account will be returned to you or passed to another supplier to complete the work.

8.5 Where your money is used to purchase specific goods, title to those goods passes to you. We will identify, protect, and store them separately until delivery.

8.6 If the contract ends early under section 9.3, we will collect goods delivered to you and reimburse any sums used to purchase your proportion of those goods.

8.6.1 If the contract ends early under section 9.4, you must return the goods to us on reasonable notice and may have to pay reasonable costs or losses.

8.7 Until ownership passes, you must store goods separately, keep identifying marks intact, and maintain them in satisfactory condition.

9. Contract Cancellation

Your rights

9.1 See sections 1.4 and 1.5 regarding cancellation rights.

9.1.1 Cancelling after the period in section 1.4 may require compensation for reasonable costs or losses. We may retain all or part of your deposit and advances as a contribution.

9.1.2 If you want work to start during the cancellation period, you must request this in writing. If you later cancel within that period, you may be responsible for costs of goods and services supplied and making good the property.

9.2 If there is a serious delay to delivery or installation outside your control, or the system materially differs from the original design, you may cancel and receive a full refund.

9.3 If we are in serious breach, you may cancel and receive an appropriate refund, request repair or replacement, or seek compensation. These remedies apply where goods or installation are faulty, misdescribed, or not fit for purpose.

Our rights

9.4 If you are in serious breach and do not remedy within 14 days of written notice, we may cancel the contract, having given reasonable opportunity to put things right.

9.5 We will take reasonable steps to mitigate any loss. If your breach leads to cancellation, you may need to pay reasonable costs or losses.

10. Complaints

10.1 We aim to resolve complaints quickly and informally. Please contact us as soon as possible.

10.1.1 If you contact us by phone on 01503 770008 or in person, note who you spoke to.

10.1.2 Note any resolution offered and whether you are satisfied.

10.1.3 If you are not happy with the resolution, you may make a formal complaint.

10.2 Record your complaint in writing and send to Flat 2, 13 St Georges Road, Windyridge, Looe, PL13 1EB.

10.2.1 We will acknowledge within 3 working days of receiving your written complaint.

10.2.2 Include your preferred phone number and email for follow-up.

10.3 Your complaint will be logged and assigned for investigation.

10.4 You will receive a detailed response within 14 working days unless a longer investigation is required – for example a site visit. In that case, we will provide progress updates and a date for a full reply, no later than 14 days after the initial target.

11. Alternative Dispute Resolution

11.1 In the event of an unresolved issue, you can refer your case via HIES to QA Scheme Support Services Ltd and the Dispute Resolution Ombudsman. See www.hiesscheme.org.uk for the HIES Code of Practice.

11.2 We agree to attempt to resolve disputes through HIES ADR services.

11.3 If mediation does not resolve the complaint, it can be referred by HIES to the Dispute Resolution Ombudsman – www.disputeresolutionombudsman.org.

Our Warranty

The Warranty sets out the terms on which Key Solar t/a Key Solar Ltd offers cover for products supplied and installation services provided by us and our installers. Terms defined in our Terms and Conditions have the same meaning here.

1. Installation services

1.1 Installation services will be performed by appropriately qualified and trained installers using reasonable care and skill, to a high standard of quality.

1.2 The warranty period for installation services is 2 years from completion.

2. Remedial action

2.1 If you make a valid claim under the Terms and Conditions, we may arrange reinstallation by a registered or approved installer, or refund the relevant proportion of the installation charge.

3. Exceptions

3.1 This warranty applies only if the product was installed by a Key Solar registered installer, properly used and maintained, you informed us of the alleged defect within the warranty period and within a reasonable time of discovery, and no work has been carried out by others.

4. General conditions

4.1 You will provide information and access reasonably necessary for us to evaluate defects and perform our obligations. You agree all premises, plant, power, fuel, support services, and other inputs you provide are reasonable, fit for purpose, and properly provided.

5. Expertise

Any dispute about whether a defect is covered may be referred to the complaints service detailed in the Terms and Conditions.

6. Third-party rights

6.1 If the property is sold within the warranty period, the warranty passes to the new legal owner. It may not be transferred to or exercised by any third party.

7. Law

7.1 This warranty is governed by English law and the English courts, or by the law and courts where your property is if outside England or Wales.

8. Manufacturer’s product warranty

8.1 Most products we supply include a manufacturer’s guarantee. Where a product claim is notified to us, we will liaise with the manufacturer and use reasonable endeavours to secure a replacement or refund proportionate to the price. This does not replace or limit your legal rights against Key Solar as the retailer.