Terms

Terms and conditions

These terms apply when The EcoGlow Group Ltd supplies and installs equipment or carries out work at your home. Please read them before you sign an order. Nothing here takes away your legal rights as a consumer.

1. Who we are

The EcoGlow Group Ltd is a private limited company registered in England and Wales. We hold TrustMark licence number 3288118 and are certified to PAS 2035 and PAS 2030.

Our MCS certification covers solar photovoltaic systems (MIS 3002), the design and installation of air source heat pump systems (MIS 3005-D and MIS 3005-I) and battery storage (MIS 3012).

2. The contract between us

A quotation is not a contract. A contract is made when you sign our order form or accept our quotation in writing and we confirm it. At that point these terms apply.

Our quotation is open for acceptance for [PLACEHOLDER — confirm — suggested 30 days] from its date. After that we may need to requote, because equipment prices and grant rules change.

Before you are bound, we will give you in a durable form: a description of the work, the total price, when payment is due, how long the work will take, our contact details, your cancellation rights and the cancellation form. If anything in this list is missing, ask us for it before you sign.

3. The survey and the design

The survey is free and carries no obligation. What we design depends on what the survey finds. If we discover something at your property that changes what is needed — the state of the roof, the wiring, the existing pipework, the loft — we will explain it, tell you what it means for the price, and get your agreement in writing before doing anything about it. You will never receive a bill for work you did not agree to.

Any performance estimate we give you — generation, savings or running cost — is produced using the method set out in the MCS standard for that technology, and it will be given to you in writing with your quotation. It covers the equipment being installed and any related products. What you actually get depends on the weather, on energy prices and on how you use your home. An estimate is not a guarantee, and the estimate in your quotation may change if the design changes.

Where we give you an estimate of savings or of a payback period, we will show you what it is based on. We will not present an estimate as though it were a promise.

4. Price and payment

The price in your quotation includes VAT at the rate that applies to that work. Some energy saving materials installed in residential property are currently zero-rated for VAT; where that applies, your quotation will say so. Where it does not apply, VAT is charged at the standard rate.

Payment terms are set out in your quotation, which states the amount and timing of every payment. As a member of the Renewable Energy Consumer Code we are bound by the following limits, and we will not ask you for more:

• Any deposit is a reasonable percentage of the total — and never more than 25%.
• A deposit and any further advance payment, added together, never exceed 60% of the total.
• We will not ask for a further advance payment more than three weeks before your equipment is due to be delivered.
• Deposits are only ever used for your work — buying your equipment, for example.
• If you cancel, we return your deposit within 14 days.

Every deposit and advance payment you make is insured, so that if we became insolvent or ceased trading before your work was finished, another Code member would complete it at no extra cost to you. That protection is provided by [PLACEHOLDER — confirm which one protects deposits: your paperwork shows both Qualitymark Protection Ltd (accredited installer) and the Consumer Protection Association (membership 4808). Name the one that actually provides the deposit and workmanship insurance].

We may charge interest on an overdue account at [PLACEHOLDER — confirm the rate. NOT 8% above base — that is the Late Payment of Commercial Debts (Interest) Act 1998 rate and it applies between businesses. These are consumer terms, where an excessive default charge is challengeable as an unfair term under the Consumer Rights Act 2015. Pick a modest contractual rate, for example 4% above the Bank of England base rate].

5. Carrying out the work

We will agree a start date with you and keep you informed if it has to move. Dates are estimates unless we have agreed a fixed date in writing.

We ask that you give us safe access to the areas we need, tell us about anything hidden that we ought to know about — cables, pipework, asbestos, structural work — and clear the working area of anything valuable or fragile.

We will leave the site clean and take our waste away. We will make good where we have had to cut, drill or lift, but making good is not redecoration: we cannot match aged paint, plaster or render exactly, and where a repair will be visible we will tell you beforehand.

Our own engineers carry out the work. If anyone other than us will install or supply part of it, we will tell you their name and what they will be doing before the work starts. We remain responsible to you for everything done under your contract, and if there is a problem you come to us, not to them.

6. Guarantees and certification

Your equipment carries the manufacturer's warranty, which we register for you. The length varies by product and is stated in your quotation.

Our workmanship is guaranteed in writing at no extra cost for two years from completion. The guarantee transfers to the new owner if you sell your home.

Where the installation is registered with TrustMark or MCS, it is also covered by an insurance-backed guarantee provided by [PLACEHOLDER — confirm the insurance-backed guarantee provider — Qualitymark Protection Ltd or the Consumer Protection Association], which protects you if we cease trading.

On completion we will give you the certificates the installation requires, the commissioning records, the manufacturer documentation and instructions for using and maintaining the system. We register your installation on the MCS Installation Database within 10 working days of commissioning.

Servicing

Some systems must be serviced regularly to keep the manufacturer's guarantee valid. Where that applies to your installation we will tell you before you order, and your quotation will say what is required and how often. [PLACEHOLDER — confirm the servicing intervals you quote for heat pumps and for solar/battery, and whether servicing is chargeable]

The RECC Code

Before you sign, we give you a copy of the Renewable Energy Consumer Code, in print or electronically. It sets out what you are entitled to expect from us.

None of this affects your rights under the Consumer Rights Act 2015: the work must be carried out with reasonable care and skill, and the goods must be of satisfactory quality, fit for purpose and as described.

7. Cancellation

Your 14-day right

Where the contract was made at your home, or anywhere else away from our business premises, you may cancel without giving a reason. Where the contract includes equipment we supply, the period ends 14 days after the day that equipment comes into your possession. Where it is services only, it ends 14 days after the day the contract was made. If in doubt, the later date applies.

How to cancel

Tell us clearly that you want to cancel — by email to info@ecoglow.uk.com, by post to the address above, or by telephone on 01932 550828. You may use the form at the foot of this page, but you do not have to. Sending the message before the 14 days are up is enough; it does not matter if it reaches us afterwards.

What happens then

We refund everything you have paid within 14 days of being told. If you asked us in writing to start work during the cancellation period, we may charge you a proportionate amount for what was done up to the point you cancelled.

Goods made to your specification

The cancellation right does not apply to goods made to your own specification or clearly personalised. Standard equipment selected for your property is not personalised, and you can still cancel.

If we cancel

We may cancel if the survey shows the work cannot be done safely or properly, if a grant you were relying on is withdrawn, or if we cannot get access. We will refund everything you have paid and explain why.

8. Grants and funded work

Where your work is funded through a government scheme, the scheme's rules apply as well as these terms, and we will give you those rules in writing. Eligibility is decided by the scheme administrator, not by us. If funding is refused or withdrawn we will tell you at once and you may cancel without charge.

We will never tell you that a grant exists when it does not, and we will never pressure you to sign in order to secure funding.

9. If something goes wrong

Please tell us. Our complaints procedure sets out how we handle it, how long we take, and who you can go to if we cannot put it right between us.

10. Liability

We are responsible for loss you suffer that is a foreseeable result of us breaking this contract or failing to use reasonable care and skill.

We do not exclude or limit our liability in any way where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, for fraud, and for breach of your statutory rights as a consumer.

We are not liable for loss that was not foreseeable, or for business losses, since we supply to you for domestic use.

We hold public liability insurance of £5 million, with employers' liability cover of £10 million.

11. Other terms

We may transfer this contract to another business, and will tell you in writing if we do; if you are unhappy about it you may cancel and be refunded for anything not yet done.

If a court finds part of these terms unlawful, the rest continues in force.

If we do not insist on something immediately, that does not prevent us from doing so later.

These terms are governed by the law of England and Wales, and you may bring proceedings in the English courts. If you live in Scotland, you may bring proceedings in either the Scottish or the English courts, and Scots law applies. If you live in Northern Ireland, the same applies in respect of the Northern Irish courts.

Model cancellation form

Last updated 28 August 2026.