Terms and Conditions

Your Quotation and these Terms make up your Contract with Greenscape Energy. Please read them before you accept, and ask us if anything is unclear. Nothing in these Terms affects your legal rights as a consumer.

Domestic Terms and Conditions

Supply and Installation of Low-Carbon Energy Systems: solar PV, battery storage, heat pumps and air conditioning. Version 2026.4 · October 2026

Important information

These Terms apply when Greenscape Energy Ltd supplies and installs solar PV, battery storage, heat pumps, air conditioning and associated low-carbon energy equipment for domestic customers.

Please read these Terms and your Quotation carefully before accepting them. They explain what we will supply and install, what is and is not included in your price, your cancellation rights, what happens if additional work is required, your responsibilities before and during Installation, our responsibilities, payment, warranties and aftercare, and what happens if something goes wrong.

If anything is unclear, please ask us before accepting your Quotation. Nothing in these Terms excludes or restricts your legal rights as a consumer.

Five important things to know

1 Know what is included

Your Quotation and these Terms explain what is included in your Standard Installation. If unexpected Additional Works are needed, we will explain them and agree the price before proceeding.

2 You have a legal right to cancel

If you signed at home or online, you can cancel for any reason until 14 days after your equipment is delivered. As equipment is normally delivered on the first day of Installation, this period usually continues while we install. If you ask us to start within it and then cancel, you will have to pay for work done and the equipment's reduced value (see clause 9).

3 You can also change your mind before Installation starts

Once your legal cancellation period has ended, Greenscape gives you an additional right to cancel until physical Installation starts. We deduct only genuine, unavoidable costs already incurred for your project (see clause 10).

4 We are responsible for our work

We will carry out the Works with reasonable care and skill and remain responsible for our subcontractors.

5 Tell us if something is not right

Give us the opportunity to investigate and put problems right quickly. If your System is working but minor items such as a broken roof tile are still to be fixed, you may hold back a reasonable amount until they are done, but the rest of your balance is due (see clause 8). This does not affect your legal rights.

Part A · General Terms

1 About Greenscape

1.1 Greenscape Energy Ltd ("Greenscape", "we", "us" or "our") is registered in England and Wales under company number 08007563.

1.2 Our registered office and trading address is The Energy Shop, 544–550 Woodbridge Road, Ipswich IP4 4PN.

1.3 We are a member of the Renewable Energy Consumer Code ("RECC"), membership number 00053326, and are MCS certified, certification number NIC3726. We are authorised and regulated by the Financial Conduct Authority for credit broking, Firm Reference Number 690130.

1.4 You can contact us by email at info@greenscapeenergy.co.uk or by telephone on 01473 727727.

2 Definitions

In these Terms:

Additional Works means work reasonably required for the Installation which is outside the scope of the Quotation or Standard Installation.

Additional Works Quote means our written quotation for Additional Works.

Advance Payment means a payment, other than the deposit, made before the Goods are delivered or Installation starts.

Business Day means Monday to Friday, excluding public holidays in England.

Contract means the legally binding agreement between you and us, made up of the Contract Pack.

Contract Pack means the documents forming your Contract, as described in clause 3.

Contract Price means the price stated in the Quotation, adjusted by any agreed Variation or Additional Works Quote.

Customer Preparatory Works means work identified as your responsibility which needs to be completed before or during the Works.

Early Installation Request means your request in Schedule 2 for us to deliver the Goods and start the Works during your statutory cancellation period.

Existing System means equipment already at the Property which we are not supplying under this Contract, including existing solar PV, battery, inverter, heating, electrical, air-conditioning or control equipment.

Goods means the equipment and materials we supply under the Contract.

Handover Pack means the documents and information we provide on or after completion.

Installation means the physical installation of the System at the Property.

Installation Start means the point at which our installers or subcontractors begin physically installing the System at the Property. A survey, delivery of Goods, erection of scaffolding or other preparatory activity is not Installation Start unless the Contract Pack says otherwise.

Practical Completion has the meaning given in clause 8.14.

Property means the property identified in the Quotation where the Works will be carried out.

Quotation means our written quotation describing the System, Works, price, payment arrangements and estimated timescale.

Standard Installation has the meaning given in clause 5.

Survey Record means our record of the technical survey of the Property.

System means the equipment identified in the Quotation, including any inverters, batteries, cylinders, radiators, controls, isolators, mounting equipment, wiring, pipework, fittings, valves, safety equipment and ancillary components included in the Quotation.

Variation means a change to the Contract agreed between you and us in writing.

Works means the supply, Installation, testing and commissioning of the System and any other work described in the Quotation.

Writing or written includes email and other electronic communication which the recipient can keep.

You or your means the consumer named in the Quotation, entering into the Contract wholly or mainly for purposes outside their trade, business, craft or profession.

3 Your Contract Pack

3.1 Your Contract is made up of the documents in your Contract Pack. These may include:

(a) your Quotation;

(b) these General Terms;

(c) the Product Terms in Parts B to D of these Terms (solar PV and battery, heat pumps, and air conditioning) that apply to your System;

(d) the agreed system design;

(e) performance estimates or calculations;

(f) the Survey Record;

(g) any Additional Works Quote or Variation;

(h) any Early Installation Request;

(i) relevant grant documentation; and

(j) any other document the Quotation states forms part of the Contract.

3.2 We will send you the Contract Pack with your Quotation, so that you have time to read it before you enter into the Contract.

3.3 If documents in the Contract Pack conflict, the following order of priority applies:

(a) an agreed Variation or Additional Works Quote, for the matter it changes only;

(b) the Quotation;

(d) these General Terms; and

(e) supporting survey and technical documents.

3.4 No document takes priority where that would unlawfully reduce your consumer rights or conflict with a mandatory requirement that applies to us.

4 Forming the Contract

4.1 The Contract is formed when you accept our Quotation by signing it, by confirming your acceptance by email, or through our online acceptance process. We will confirm your acceptance in writing.

4.2 Unless it states otherwise, our Quotation is valid for 30 days.

4.3 Before you enter into the Contract we will give you the information required by consumer law and RECC.

4.4 Information we give you about the System or Works which consumer law treats as binding forms part of the Contract.

Your information

4.5 Our Quotation and design depend on information you give us about your Property, your requirements and your existing equipment.

4.6 You must answer our questions accurately to the best of your knowledge. We do not expect you to know technical matters that a householder would not ordinarily know.

4.7 Please tell us promptly if information you supplied was materially incorrect or has materially changed.

4.8 If materially inaccurate information changes the work required, we may provide a revised Quotation or Additional Works Quote.

4.9 We will not charge you extra for a problem which a competent surveyor would have identified during our non-intrusive survey of the Property.

5 Standard Installation

5.1 Unless your Quotation states otherwise, the Contract Price is based on a Standard Installation.

5.2 A Standard Installation includes:

(a) the Goods specified in the Quotation;

(b) installation labour;

(d) the cable and pipe routes shown in or reasonably expected from the agreed design;

(e) testing and commissioning;

(f) the certification included in our scope; and

(g) making good as described in these Terms or the Quotation.

5.3 Unless specifically included in the Quotation, a Standard Installation does not include:

(a) significant structural alteration or repair;

(b) asbestos removal or other specialist hazardous-material work;

(d) major alterations to existing heating pipework;

(e) substantial excavation or civil engineering;

(f) work a DNO or utility provider requires to be carried out separately;

(g) correction of unrelated defects in the existing electrical installation;

(h) specialist plastering, decoration, joinery or boxing-in;

(i) replacement of flooring or specialist finishes;

(j) rectification of unsafe or incompatible Existing Systems;

(k) planning or third-party fees;

(l) work resulting from concealed conditions which could not reasonably have been identified during our survey; or

(m) anything excluded in the Quotation.

6 Survey and Suitability

6.1 Our Quotation may be subject to a satisfactory technical survey.

6.2 If the survey materially changes the design, scope, price or viability of the Installation, we will explain the issue and, where appropriate, issue a revised Quotation.

6.3 You do not have to accept a material change identified at survey. If you do not, you may end the Contract without charge and we will refund all payments made. Where a material change arises after Installation has started, clause 14.6 applies instead.

6.4 If we reasonably decide that the Property is unsuitable, or that the Works cannot be carried out safely or lawfully, we may end the Contract. Where you are not responsible for the reason, we will refund all payments for Goods and services not supplied.

7 Price

7.1 The Contract Price is stated in your Quotation and includes VAT at the applicable rate unless stated otherwise.

7.2 If the VAT rate or treatment changes before the relevant supply is made, the VAT payable will be adjusted as required by law.

7.3 We will not increase the Contract Price because our general costs increase after the Contract has been formed.

7.4 The Contract Price may change only where:

(a) you request a Variation;

(b) Additional Works are required and agreed under clause 14;

(d) a DNO or other external authority imposes a requirement we could not reasonably have foreseen; or

(e) the applicable VAT treatment changes.

7.5 Except where emergency work is needed to make the Property safe, we will explain any additional charge and obtain your agreement before carrying out chargeable Additional Works.

7.6 If a price change under clause 7.4(b), (c) or (d) is material and you do not accept it, you may end the Contract under clause 14.6.

8 Deposit, Advance Payments and Payment

Deposit

8.1 When you enter into the Contract, you will pay the deposit stated in your Quotation.

8.2 The deposit will not exceed 25% of the Contract Price. Any further Advance Payment before delivery or Installation is covered by clauses 8.4 to 8.6.

8.3 The amount of the deposit may vary between customers depending on the System, Contract Price, payment method and any finance arrangements. Your individual payment schedule will always be shown in your Quotation before you enter into the Contract.

Further Advance Payment

8.4 In some circumstances we may require a further Advance Payment before the agreed delivery or Installation date. This may apply, for example, where:

(a) equipment has been ordered or allocated for your Installation;

(b) significant project-specific costs are about to be committed;

(c) the amount being funded under a finance agreement means that part of the Contract Price is to be paid directly by you; or

(d) you ask to change the amount being financed and this changes the amount which you will pay directly to Greenscape.

8.5 We will not require a further Advance Payment earlier than permitted under the applicable RECC Consumer Code.

8.6 The deposit and any further Advance Payment taken together will not exceed 60% of the Contract Price, or any lower limit required by the applicable RECC Consumer Code.

Where you change the amount being financed

8.7 If you choose to increase or reduce the amount being financed, the amount payable directly by you may change.

8.8 Where this happens, the amount payable before Installation may be structured and recorded as the appropriate combination of:

(a) the initial deposit, which will not exceed 25% of the Contract Price; and

(b) where applicable, a subsequent Advance Payment taken at the time permitted by the applicable RECC Consumer Code.

8.9 We will clearly show the revised payment schedule and the amount to be funded under any finance agreement before the revised arrangement takes effect.

Protection of money paid in advance

8.10 We will protect qualifying deposits and further Advance Payments in accordance with the applicable RECC Consumer Code and the protection arrangements applying to your Contract.

8.11 We will provide you with information about the applicable protection arrangements and any confirmation or certificate which the relevant scheme requires us to provide.

Interim and final payments

8.12 Any other interim payment will be clearly identified in the Quotation and will reasonably relate to the relevant stage of the Works, Goods supplied or project costs properly committed.

8.13 Unless your Quotation states otherwise, the final balance is payable on Practical Completion, within 7 days of our final invoice.

Practical Completion and minor outstanding items

8.14 Practical Completion is reached when the System has been installed and commissioned and is operating safely and as intended, even if minor items remain outstanding. Minor items are those which do not prevent the safe and proper use of the System, such as replacing a damaged roof tile, making good, fitting a label or finishing cosmetic work.

8.15 Where minor items remain at Practical Completion, we will give you a written list of them, our reasonable estimate of the cost of putting each one right, and the date by which we will do so.

8.16 While those items are outstanding, you may hold back a retention from the final balance. The retention should reasonably reflect the cost of putting the items right, and we consider up to twice our estimate to be reasonable. The rest of the final balance is payable in the usual way.

8.17 For example, if your System is commissioned and generating as expected but a broken roof tile needs replacing at an estimated cost of £150, you may hold back up to £300 until the tile is replaced. The remainder of the final balance is due within 7 days of our invoice.

8.18 The retention is payable within 7 days of us completing the outstanding items. If you do not give us reasonable access to complete them within 30 days of our request, the retention becomes payable, but we remain responsible for putting the items right.

8.19 If you disagree with our list or our estimate, please tell us in writing. We will discuss it with you and, if we cannot agree, either of us may refer the matter to RECC under clause 35.

Disputed invoices

8.20 If you believe part of the Works is defective or incomplete in a way which goes beyond a minor item, please tell us promptly. You may withhold a reasonable amount relating to that issue while it is investigated, but any undisputed amount remains payable.

8.21 Any amount withheld beyond what clauses 8.16 and 8.20 allow is treated as an undisputed amount for the purposes of clause 8.22, and we may refer the matter to RECC.

Late payment

8.22 If an undisputed amount remains unpaid after its due date, we may charge simple interest at 4% per year above the Bank of England base rate from the due date until payment.

8.23 Before starting recovery action, we will give you at least 14 days' written notice and an opportunity to resolve the matter.

9 Your Statutory Right to Cancel

9.1 If the Contract is made at your home, away from our premises, or at a distance (for example online, by phone or by email), you have the right to cancel it without giving any reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in these Terms reduces that right.

Cancellation period

9.2 The cancellation period starts when the Contract is made and ends 14 days after the day on which the Goods are delivered to the Property. If the Goods are delivered in more than one consignment, it ends 14 days after the last delivery. This period is set by law. If you cancel after Installation has started, clause 9.6 explains what you must pay.

How to cancel

9.3 To cancel, tell us clearly by email, letter or phone using the details in clause 1. You may use the Model Cancellation Form in Schedule 1, but you do not have to. It is enough to contact us before the cancellation period ends.

Installation during the cancellation period

9.4 We normally deliver the Goods on the first day of Installation, so Installation will usually take place within the cancellation period. We will only deliver the Goods or start the Works during the cancellation period if you make an Early Installation Request using Schedule 2. If you do not, we will schedule Installation after the cancellation period has ended.

If you cancel

9.5 If you cancel before any work has started, we will refund all payments. If the Goods have been delivered, you must take reasonable care of them and make them available for us to collect, at our cost. If they have been unpacked, used or handled beyond what is needed to inspect them, we may deduct any resulting reduction in their value.

9.6 If you have made an Early Installation Request and then cancel within the cancellation period, you must pay reasonable charges for the goods and services supplied up to the day you tell us you are cancelling. These include design, DNO applications, scaffolding and installation labour, and the cost of removing the Goods and making good the Property so that it is left safe and weathertight. Installed Goods are fitted and configured specifically for your Property and are treated as bespoke, so you must also pay for the reduction in their value. Depending on the work carried out, we may keep your deposit, or charge an amount greater or less than the deposit and refund any difference. This may be a significant proportion of the Contract Price but will not exceed it. We will give you an itemised statement.

9.7 If, at your written request, we carry out preparatory work before the Goods are delivered (for example installing an earth rod, upgrading a consumer unit or erecting scaffolding) and you then cancel, we may charge the reasonable cost of that work.

9.8 Clauses 9.6 and 9.7 do not apply if you cancel because the Goods are faulty or not as described, or because of our breach of the Contract. In those cases we will remove the Goods at our cost and refund all payments.

9.9 Any refund will be made within 14 days of the day you tell us you are cancelling, using the same payment method you used unless you agree otherwise. Where part of the Contract Price was paid by a lender, that part will be refunded to the lender. Any linked credit agreement will also be cancelled.

10 Greenscape's Additional Cancellation Right

10.1 This clause applies once your statutory cancellation period under clause 9 has ended, or where you have no statutory right to cancel. Within the statutory cancellation period, clause 9 applies instead.

Before Installation Start

10.2 In addition to your statutory rights, Greenscape gives you a contractual right to cancel for any reason at any time before Installation Start. To use it, tell us in writing.

10.3 We will refund the money you have paid, less reasonable costs which:

(a) were actually incurred specifically for your Contract;

(b) result directly from your cancellation; and

10.4 These may include made-to-order or non-returnable Goods, design and technical work already carried out, DNO or third-party application costs, committed scaffolding and delivery charges, and other unavoidable third-party costs.

10.5 We will take reasonable steps to minimise these costs, will not charge twice for the same cost, and will give you an itemised statement of any deduction.

Once Installation starts

10.6 This additional right ends at Installation Start. After that, you cannot cancel under this clause simply because you have changed your mind.

10.7 This does not affect any statutory right that continues to apply, including rights arising from faulty or misdescribed Goods, deficient services or breach of Contract.

11 Rescheduling

11.1 You may rearrange an agreed Installation date without charge by giving us at least 24 hours' notice by phone or email, using the details in clause 1.

11.2 With less notice, we may recover the additional costs we actually incur and cannot reasonably avoid, such as committed scaffolding or aborted labour. We will take reasonable steps to minimise those costs.

11.3 If Installation cannot take place within 60 days of the agreed date because of circumstances for which you are responsible, we may give you written notice requiring you to provide access or agree an Installation date.

11.4 If the issue is not resolved within the period stated in that notice, we may end the Contract and recover our reasonable losses which we cannot reasonably avoid.

12 Customer Preparatory Works

12.1 We will identify Customer Preparatory Works before Installation wherever practicable. These may include:

(a) obtaining landlord, freeholder or other permissions;

(b) clearing lofts and working areas;

(d) specialist asbestos removal;

(e) structural repairs;

(f) unrelated electrical remedial work; or

(g) other work the Contract Pack states is your responsibility.

12.2 You must complete agreed Customer Preparatory Works before Installation.

12.3 If they are not completed and this prevents safe Installation, we may postpone the Works and recover the additional costs this actually causes, provided the requirement and its likely consequences were made clear to you beforehand.

13 Permissions and Consents

13.1 You confirm that you own the Property or have authority to instruct us to carry out the Works.

13.2 Unless the Quotation says we will obtain them, you are responsible for permissions from any landlord, freeholder, management company, mortgage lender or other person with an interest in the Property.

13.3 We will tell you where we believe planning permission, listed building consent, conservation area consent or another approval may be required, and what, if anything, we have agreed to do.

14 Changes and Additional Works

14.1 If you request a change, we will explain its effect on the System, Contract Price, expected performance, warranties and timescale. Material changes will be agreed in writing before we proceed.

Unexpected conditions

14.2 If we discover something which could not reasonably have been identified during our survey, such as concealed structural defects, asbestos, hidden services or significant defects in existing electrical or heating systems, we may stop the affected Works.

14.3 We will explain the problem and the options.

14.4 Where Additional Works are required, we will provide an Additional Works Quote and obtain your agreement before proceeding, except where immediate action is needed to make the Property safe.

14.5 We will tell you if a DNO requirement or other external requirement materially changes the System, price or viability of the Installation before carrying out affected Additional Works.

14.6 If a proposed change is material and you do not want to proceed, you may end the Contract. You will pay only for Goods and services properly supplied and reasonable unavoidable costs already incurred, subject to your statutory rights.

15 Equipment Availability and Substitution

15.1 We will supply the make and model specified in your Quotation unless a change is agreed or the specified equipment becomes unavailable.

15.2 We will tell you before making any substitution. Where the alternative materially changes the manufacturer, appearance, dimensions, functionality, warranty, compatibility, monitoring or expected performance, we will explain the change and its effect, and ask you to confirm in writing (a reply by email or text message is enough) that you are happy to proceed. We will not install a material substitute until you have confirmed. If you do not agree, clause 15.4 applies.

15.3 Unless you agree otherwise, a substitute will have an equivalent or better overall specification.

15.4 If we cannot provide the agreed equipment or an acceptable alternative, either party may end the affected part of the Contract and we will refund payments for Goods or services not supplied.

16 Installation and Access

16.1 We will carry out the Works with reasonable care and skill, using competent personnel, and in accordance with applicable law, the Building Regulations, MCS requirements, BS 7671, manufacturers' instructions and relevant technical standards.

16.2 We will confirm the planned Installation date in writing.

16.3 You must provide safe access to the relevant areas of the Property. You should also clear agreed working areas, move vehicles where necessary, protect or remove fragile or valuable belongings, keep children and pets away from working areas, and tell us about any hazards you know about.

16.4 We may suspend work if continuing would be unsafe.

17 Existing Property Conditions

17.1 Some parts of a Property cannot be inspected without intrusive investigation. Where we have to make a material assumption, we will record it in the Survey Record. If an assumption proves incorrect, clause 14 applies.

Electrical installations

17.2 We will carry out the electrical testing required for our Installation.

17.3 If an unrelated defect must be corrected before the System can be safely or lawfully connected, we will explain it and quote separately. We will not charge separately where the remedial work results from our own breach or was included in the Quotation.

18 Existing and Third-Party Systems

18.1 Where our System connects to an Existing System, we are responsible for our own Works and any work on the Existing System we agree to carry out.

18.2 We may ask for technical documentation or inspect an Existing System before connection.

18.3 If we reasonably consider an Existing System unsafe, defective, incompatible or unsuitable, we will explain what needs to be corrected, offer an Additional Works Quote where appropriate, and may decline to connect until the issue is resolved.

18.4 We do not become responsible for a pre-existing defect because our equipment is connected to an Existing System, but we remain responsible for damage to an Existing System caused by our negligence or failure to use reasonable care and skill.

19 Customer-Supplied Equipment

19.1 If you ask us to install equipment you have supplied, you are responsible for its suitability and condition unless we agree otherwise.

19.2 We may decline to install customer-supplied equipment we reasonably consider unsafe, unsuitable, incompatible or non-compliant.

19.3 We remain responsible for carrying out any installation work we agree to undertake with reasonable care and skill.

20 Property Protection and Making Good

20.1 We will take reasonable care to protect your Property.

20.2 Installation will involve drilling, fixings, cable or pipe routes and other disturbance described in or reasonably expected from the Contract. We will make good affected areas to a reasonable standard.

20.3 Specialist decoration, plaster finishes, joinery, boxing-in and replacement of specialist flooring are not included unless stated in the Quotation.

20.4 We will remove packaging and waste arising from our Works and dispose of it lawfully. Existing equipment will be removed only where the Quotation includes it.

21 Subcontractors

21.1 We may use competent subcontractors. We remain responsible to you for their work under the Contract.

22 DNO and Grid Connection

22.1 Where required, we will make the notification or application to your Distribution Network Operator ("DNO").

22.2 DNOs may impose export limits, connection conditions, technical requirements, network upgrades or charges. We do not control DNO decisions or processing times. Clause 14.5 applies to any resulting change.

22.3 Where applicable, we will provide the MCS documentation you need to apply for a Smart Export Guarantee (SEG) tariff. We do not control or guarantee SEG eligibility, tariff availability, export rates or future export income.

23 Performance Estimates

23.1 Where required, we will provide an MCS-compliant performance estimate. Other performance information will be based on the information available to us and manufacturers' specifications.

23.2 Unless expressly stated as a guarantee, estimates of generation, consumption, savings, payback, export income, battery use, heating costs and System efficiency are estimates, not guarantees.

23.3 Actual results depend on weather, shading, household behaviour, occupancy, tariffs, energy prices, System settings, maintenance and the thermal performance of the Property.

23.4 This does not excuse defective design, equipment or workmanship. If the System does not conform to the Contract because of a matter for which we are responsible, we will provide the remedy required by the Contract and the law.

24 Internet Connectivity, Apps and Third-Party Services

24.1 Some Systems use internet connectivity, Wi-Fi, mobile networks, manufacturer servers or apps for monitoring, optimisation, remote diagnostics or smart functions. We will explain any known connectivity requirements.

24.2 Unless we supply the relevant service, we are not responsible for an outage caused solely by failure of your internet connection, your home network, a mobile network, a manufacturer's online platform or another independent third-party service. This does not affect our responsibility where the System or our Installation is defective.

24.3 You should allow safety, security and compatibility updates to software and firmware in line with manufacturers' instructions, and should not interfere with safety-critical software or settings.

24.4 With your agreement, we may access your System's monitoring data or connect to it remotely to diagnose faults, optimise settings or support warranty claims. We will only do so for those purposes, and you can withdraw your agreement at any time.

24.5 We will take reasonable steps to keep any remote connection to your System secure. You are responsible for the security of your home network and of any app accounts and passwords you hold, and should not share login details with anyone you do not trust.

24.6 Manufacturer apps and online platforms are provided under the manufacturer's own terms and privacy policy.

25 Ownership and Risk

25.1 Ownership of the Goods passes to you when the Contract Price for those Goods and related Works has been paid in full. Until then, you must not sell or dispose of the Goods without our agreement.

25.2 Risk of loss or damage to the Goods passes to you when they come into your physical possession. Where Goods are delivered before Installation, we will agree a safe storage location with you.

26 Completion, Commissioning and Handover

26.1 On completion we will test and commission the System and explain how to operate it safely.

26.2 Depending on the System, your Handover Pack will include MCS certification, electrical installation certification, Building Regulations compliance documentation, commissioning records, DNO documentation, refrigerant information, warranty information, insurance-backed protection documents, operating instructions and maintenance information.

Snagging

26.3 Minor snagging which does not prevent safe and proper use does not by itself mean that Installation is incomplete. We will record outstanding snagging and put it right within a reasonable period. Clauses 8.14 to 8.19 explain how payment works while minor items are outstanding.

27 Warranties

27.1 We provide a workmanship warranty of at least 2 years from completion, as set out in the Contract Pack.

27.2 The workmanship warranty is insurance-backed, so that it continues if we cease trading.

27.3 Manufacturers' warranties are additional warranties provided by the relevant manufacturer. We will register them where registration by us is required.

27.4 Some warranties require servicing, maintenance, connectivity or other conditions. These are set out in the warranty information.

27.5 These warranties are in addition to, and do not affect, your statutory consumer rights.

28 Looking After the System

28.1 You should follow the operating, safety and maintenance instructions supplied with the System.

28.2 You should not relocate, dismantle or alter the System except in line with manufacturers' instructions, using a competent person, or with our agreement where the alteration affects work for which we remain responsible.

28.3 Unauthorised alteration may affect a manufacturer's warranty where its terms provide for this. It does not automatically remove your statutory rights.

28.4 If a problem arises, take reasonable steps to prevent further damage where it is safe to do so and contact us promptly. You are not required to carry out technical work, attempt repairs or put yourself at risk.

29 Selling Your Property

29.1 If you sell the Property, we recommend giving the new owner the Handover Pack, operating and maintenance information, and warranty documents.

29.2 Where a warranty is transferable, we will help with the transfer as its terms require.

29.3 You should transfer or close monitoring accounts containing your personal information.

30 Delays

30.1 If we become aware of a material delay, we will tell you as soon as practicable and provide a revised estimate where possible.

30.2 Neither party is responsible for delay caused by an event outside its reasonable control which could not reasonably have been prevented, such as severe weather, widespread industrial action, major utility or DNO disruption, civil emergencies or major supply-chain interruption. The affected party must take reasonable steps to minimise the effect and resume performance as soon as practicable.

30.3 Unless the Quotation provides a different period, if Installation is delayed by more than 90 days beyond the agreed date for reasons for which you are not responsible, you may end the Contract and receive a refund for Goods and services not supplied.

30.4 This does not restrict any earlier statutory right you may have because of delay.

31 Grants and Government Schemes

31.1 If a Boiler Upgrade Scheme ("BUS") grant or other government incentive is included in your Quotation, the Quotation will show the amount we expect to apply as a separate line, deducted from the price up front.

31.2 Grant values, eligible technologies and eligibility rules may change. The grant is determined by the scheme rules at the date of application.

31.3 Where agreed, you authorise us to make the application on your behalf. You must provide accurate information, respond to requests for confirmation from us or the scheme administrator, tell us of any change in eligibility, and not make a duplicate claim.

31.4 If a grant is refused because you or the Property do not meet the eligibility requirements, or because information you supplied was materially incorrect, we will explain the effect on the Contract and you will be responsible for the full Contract Price unless we agree otherwise.

31.5 If a grant is lost solely because of our error, you will not bear the resulting loss.

31.6 If a scheme materially changes after the Contract is formed, we will explain the options and respect your consumer rights.

32 Finance

32.1 If you choose to pay using finance, the finance is provided by a separate finance company, not by Greenscape. Greenscape Energy Ltd is authorised and regulated by the Financial Conduct Authority for credit broking (Firm Reference Number 690130), and you can check our status on the Financial Services Register at register.fca.org.uk. We act as a credit broker, not a lender: we make the finance option available and introduce you to the finance company, but we do not lend money, process your application or advise you on whether the finance is suitable for you.

32.2 Before you apply, we will tell you which finance company we work with, whether we work with one or several, and whether we receive a commission or other payment from it. Your credit agreement is a separate contract between you and the finance company, on its own terms, which it will give you before you sign. Your rights relating to linked credit agreements are unaffected.

32.3 A material Variation may require approval from the finance provider or a new finance application. We will tell you before proceeding where a Variation affects your finance agreement.

33 Our Responsibility to You

33.1 If we breach the Contract, we are responsible for loss or damage which is a foreseeable consequence of that breach or of our failure to use reasonable care and skill. Loss is foreseeable if it was an obvious consequence, or if you and we knew when the Contract was made that it might occur.

33.2 We are responsible for physical damage to the Property caused by our negligence or breach, and we maintain public liability insurance.

33.3 We are not responsible for loss to the extent it is caused by:

(a) a pre-existing defect which we did not cause or make worse;

(b) your failure to follow safety or operating instructions;

(d) materially inaccurate information you provided and which we reasonably relied on.

33.4 The System is supplied for domestic use. If you use it for a commercial purpose you did not tell us about, we are not responsible for business losses such as loss of profits.

33.5 Nothing in the Contract excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, your statutory consumer rights, or defective products under the Consumer Protection Act 1987.

34 If Something Goes Wrong

34.1 Please contact us promptly by phone or email, using the details in clause 1, if you believe there is a problem with the System or Works. Photographs help us to assess it quickly. Please give us a reasonable opportunity to inspect and put it right.

34.2 This does not prevent you obtaining urgent help to protect people or property, and does not restrict your statutory rights. Consumer law may entitle you to repair, replacement, repeat performance, a price reduction, rejection, a refund or damages, depending on the circumstances.

35 Complaints

35.1 Please send complaints to us using the details in clause 1. We will acknowledge a written complaint within 3 Business Days and provide a full response within 10 Business Days. If a technical matter takes longer, we will keep you informed.

35.2 If we cannot resolve your complaint, you may refer it to RECC, which offers free mediation and, if needed, an independent adjudication service. Details are at www.recc.org.uk.

35.3 Using alternative dispute resolution does not remove your right to take court action.

36 Data Protection

36.1 We process personal data in accordance with the UK GDPR and the Data Protection Act 2018. Our Privacy Notice explains what we collect, why, our lawful bases, who we share it with, how long we keep it, your rights and how to contact us.

36.2 We share information only as needed to perform the Contract and meet our obligations, including with MCS, RECC, Ofgem, DNOs, insurers, finance providers, manufacturers and warranty administrators, subcontractors and regulators.

36.3 We may use secure software tools, including AI-based tools, within our own business systems, for example to prepare quotations, manage your account or analyse System monitoring data. Your information stays within our business accounts, is used only for those purposes and is not shared with anyone who does not need it.

36.4 We do not sell your personal information. Any marketing will comply with privacy and direct-marketing law.

36.5 You may complain to the Information Commissioner's Office (ico.org.uk) about how we handle your data.

37 Accessibility and Additional Support

37.1 Please tell us if you have accessibility requirements or need additional support. We will make reasonable adjustments, including providing documents in alternative formats.

37.2 You may nominate another person to deal with us on your behalf, subject to appropriate authority and identity checks.

38 When Greenscape May End the Contract

38.1 We may end the Contract if:

(a) the Property is unsuitable;

(b) the Works cannot be carried out safely or lawfully;

(d) despite reasonable attempts to resolve the issue, you fail to provide required access or cooperation;

(e) material information you provided proves substantially inaccurate; or

(f) continuing would put us in breach of the law, regulatory requirements or safety standards.

38.2 Where we end the Contract because of your material breach, we may recover our reasonable losses which we cannot reasonably avoid, and will give you an itemised statement of any deduction.

38.3 Where we end the Contract for a reason for which you are not responsible, we will refund payments for Goods or services not supplied.

39 General

39.1 Formal notices should be given in writing using the contact details in the Contract Pack. This does not prevent you cancelling under clause 9 by any method the law permits.

39.2 We may transfer our rights and obligations to another organisation where this does not reduce your rights or disadvantage you. We will tell you if this happens.

39.3 If any provision is found unlawful or unenforceable, the remaining provisions continue to apply.

39.4 A delay by either party in enforcing a right does not waive that right.

39.5 The Contract is governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you keep your mandatory local consumer protections and may bring proceedings in your local courts.

Part B · Solar PV and Battery Product Terms

These Product Terms apply in addition to Part A where your Quotation includes solar PV or battery storage.

40 Solar System Design

40.1 Your Quotation and design will identify the principal components, including the solar panels, inverter, battery (where included), mounting system and controls.

40.2 The panel layout may change if our installers find a physical obstruction or safety issue which could not reasonably have been identified beforehand. We will discuss any material change with you before proceeding.

41 Roof Condition

41.1 Our survey is not a full structural or roofing survey unless stated.

41.2 Please tell us about any known leaks, structural problems, roof deterioration, asbestos or previous roof repairs.

41.3 If we identify a roof issue which makes Installation unsafe or unsuitable, we may suspend Installation while it is assessed or corrected.

41.4 We remain responsible for roof damage caused by our negligence or defective Installation.

42 Scaffolding and Access

42.1 Where included, the Quotation covers the scaffolding required for the Standard Installation.

42.2 Additional scaffolding needed because of a circumstance which could not reasonably have been identified during survey may be Additional Works, which we will quote for and agree with you under clause 14 before charging.

42.3 Scaffolding may remain for a short period after Installation while collection is arranged.

43 Solar Performance

43.1 Solar generation depends on weather, shading, orientation, roof pitch, system availability and grid restrictions.

43.2 Estimated generation is not a guarantee of a particular bill saving or financial return unless stated otherwise in writing.

44 Battery Systems

44.1 Battery performance and usable capacity vary with temperature, age, operating settings, charging patterns, manufacturer reserve settings and degradation over time. Usable capacity may therefore differ from the battery's nominal capacity.

44.2 Backup or island-mode operation is included only where stated in your Quotation. A battery does not automatically keep your Property supplied with electricity during a power cut.

45 Existing Solar or Battery Systems

45.1 For battery-only or extension installations, we may require information about the Existing System and may decline connection where we reasonably consider it unsafe, incompatible or unsuitable. Clause 18 applies.

Part C · Heat Pump Product Terms

These Product Terms apply where your Quotation includes a heat pump used for space heating or hot water.

46 Heat Pump Design

46.1 We will design the heat pump System in accordance with MCS requirements.

46.2 The Quotation will identify the components included, which may include the heat pump, cylinder, controls, pumps and valves, radiators or emitters, pipework alterations and electrical works.

47 Heat Loss and Property Assumptions

47.1 Heat pump design depends on information about the Property, including its dimensions, construction, insulation, glazing, existing emitters and heating requirements.

47.2 If concealed construction or inaccurate information means the design must change, we will explain the effect before proceeding. Clause 14 applies.

48 Radiators and Pipework

48.1 The Quotation will identify any radiator or emitter replacements included.

48.2 Unless included in the Quotation, a Standard Installation does not include wholesale replacement of existing heating pipework. If existing pipework is found to be unsuitable and this could not reasonably have been identified beforehand, we will explain the options and any Additional Works required.

49 Existing Boilers and Heating Systems

49.1 Removal or alteration of an existing boiler or heating appliance is included only where stated in the Quotation. Where equipment is removed, we will leave the affected services safe.

49.2 Any retained heating appliance remains your responsibility, except for work we carry out on it.

50 Hot Water

50.1 Where your Installation includes a hot water cylinder, it will be sized for your expected household requirements based on the information available to us.

50.2 Heat pump hot water operates differently from a boiler system. We will explain the relevant controls at handover.

51 Heat Pump Performance

51.1 Heat pumps operate differently from conventional boilers and may run for longer periods at lower flow temperatures.

51.2 Running costs depend on weather, electricity tariff, indoor temperatures, hot water use, occupancy, building heat loss and control settings. Any running-cost estimate is an estimate, not a guarantee, unless stated otherwise.

52 Boiler Upgrade Scheme

52.1 Where BUS applies, clause 31 also applies. The grant amount will be shown in the Quotation.

52.2 We will explain the eligibility requirements which apply to your Installation.

52.3 You must complete any property owner confirmation or consent required by Ofgem.

Part D · Air Conditioning and Air-to-Air Product Terms

These Product Terms apply where your Quotation includes an air conditioning or air-to-air heat pump System.

53 System Design

53.1 Your Quotation will identify the indoor and outdoor units, controls, pipework, cabling and condensate arrangements.

53.2 We will agree unit positions and principal routes with you.

54 Cooling and Heating Capacity

54.1 Manufacturer capacity and efficiency figures are based on specified test conditions. Actual performance varies with indoor and outdoor temperatures, room conditions, occupancy and use.

54.2 Unless expressly guaranteed, quoted capacities and efficiency figures are not guarantees of particular energy costs.

55 Condensate

55.1 Air conditioning equipment produces condensate. We will install the drainage arrangement included in the agreed design.

55.2 Where gravity drainage is not available and a condensate pump is required, this will be included or quoted. Condensate pumps produce some operating noise and need maintenance.

56 Refrigerant

56.1 Refrigerant work will be carried out by engineers holding the appropriate F-gas certification, in accordance with the F-gas Regulations. We will record the refrigerant type and charge in the Handover Pack.

56.2 Where periodic leak checks or record keeping are required by law, we will explain the requirements which apply to you as the owner or operator. We offer maintenance contracts that include them.

57 Outdoor Units, Noise and Planning

57.1 We will select the outdoor unit location having regard to manufacturer requirements, safe access, airflow, noise, neighbours and planning requirements.

57.2 You remain responsible for obtaining any permissions the Contract Pack identifies as your responsibility.

58 Boiler Upgrade Scheme

58.1 Air conditioning used for cooling only is not eligible for the BUS grant. Air-to-air heat pumps installed to heat the Property may be eligible where they meet the scheme rules, in which case clause 31 applies.

Part E · Cancellation Documents

Schedule 1 · Model Cancellation Form

Complete and return this form only if you wish to cancel the Contract. You do not have to use this form.

To: Greenscape Energy Ltd, The Energy Shop, 544–550 Woodbridge Road, Ipswich IP4 4PN. Email: info@greenscapeenergy.co.uk

I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods*/for the supply of the following service*:

Quotation / Contract reference ________________________________

Property address ________________________________

Ordered on* / received on* ________________________________

Name of consumer(s) ________________________________

Address of consumer(s) ________________________________

Signature of consumer(s) (only if this form is sent on paper) ________________________________

Date ________________________________

* Delete as appropriate.

Schedule 2 · Early Installation Request

Please read this before signing. You have a legal right to cancel your Contract until 14 days after your Goods are delivered. You do not have to ask us to start before that period ends. If you do not make this request, we will schedule Installation after your cancellation period has ended.

I/We* expressly request Greenscape Energy Ltd to deliver the Goods and begin the Works, including any preparatory work, before the end of my/our* statutory cancellation period. I/We* understand that:

(a) I/we* keep the right to cancel until the cancellation period ends;

(b) if I/we* cancel after work has started, I/we* will have to pay for the goods and services supplied, the cost of removing the Goods and making good the Property, and the reduced value of installed Goods, as set out in clause 9.6, and this may be a significant proportion of the Contract Price; and

☐ Yes, I/we* request early installation.

Quotation / Contract reference ________________________________

Property ________________________________

Requested Installation date ________________________________

Name of consumer(s) ________________________________

Signature or electronic confirmation ________________________________

Date ________________________________

* Delete as appropriate.