Terms & Conditions

New Age Innovation Limited is authorised and regulated by the Financial Conduct Authority FRN 925923. We act as a credit broker not a lender and offer finance from a panel of lenders. Should you require either this Contract or any other information we have supplied to you in large print, please contact us. This contract has been prepared to comply with all our obligations under the HIES code of Practice and the Microgeneration Certification Scheme. This contract details our obligations to you, and your obligations to us, if there is any point that we can clarify for you, please contact us.

1. The Quotation
The quotation we have given you is valid for 30 days from the date of issue. To confirm your order, you will need to sign both copies of this contract; you should keep one copy for your records and return the other copy to us at the address on quotation. No contract will be in place until we confirm the order with you. The quotation will document all goods and services we propose to supply, along with the total price for these goods and services including VAT. We will provide you with a timetable for supplying the goods and carrying out the installation. The quotation will include information as to the performance of the technology we have proposed to install. These performance estimates will be calculated according to the requirements of the appropriate MCS Standard. We will discuss with you and provide you with information as to the location of key components. You will be given the opportunity to approve the site designs before work commences. Where we are unable to supply the main energy generator that was specified in the quotation, we will inform you of this in writing and you will have the right to cancel this contract. We will advise you on approvals and permissions that may be required for the work; however, it will be your responsibility to ensure that such approvals and permissions are in place. If there are additional payments that you may have to make, such as planning costs or if you need to consult a Structural Engineer, we will offer assistance and advice, but you will be responsible for these costs. If there is a particular service or item of equipment that would normally be considered as part of the installation and you have requested that this not be included, then we will have documented this on the quotation. Please take time to acquaint yourself with this contract, if there is anything you do not understand, or if you require clarification on any point, please contact us.

2. Right to cancel
Your rights under this contract The ‘Cancellation Period’ begins when the contract is agreed and will end 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. You have the right to cancel this contract during the cancellation period without giving any reason. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the Cancellation Form we have supplied but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. You may also cancel this contract if there is an unreasonable delay in the installation being carried out, if this has not been caused by you. You would also be entitled to a full refund if that delay has been caused by something outside of your direct control but not caused by you. If you cancel this contract outside the cancellation period you may have to pay us reasonable costs for any losses we may have incurred. We will attempt to keep these costs to a minimum. If you have paid us a deposit or any advance payments, we may retain all or part of these payments as a contribution. You will be entitled to cancel this contract if there is a serious delay in our ability to carry out the agreed work that is outside of your control, but within our control. You will be entitled to a full refund. If we are in serious breach of our obligations as detailed in this contract then you will be entitled to cancel this contract, request a repair or replacement or you may be entitled to request compensation. You can only recourse to these actions if the goods or services are incorrectly described or not fit for purpose. You will not be entitled to seek these remedies if you have changed your mind about the goods and services agreed to.

3. Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is a result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than:

a) 14 days after the day we receive back from you any goods supplied, or
b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise, in any event you will not incur any fees as a result of the reimbursement. We will collect the goods at our expense. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

4. Work begun prior to the expiry of the cancellation period
If you have agreed in writing that installation work will commence before the cancellation period expired, and you subsequently cancel in accordance with your rights, you are advised that reasonable payment maybe due for any work carried out. You must confirm in writing that work may commence before your cancellation period expires. You will be entitled to cancel this contract if there is a serious delay in our ability to carry out the agreed work that is outside of your control, but within our control. You will be entitled to a full refund. If we are in serious breach of our obligations as detailed in this contract then you will be entitled to cancel this contract, request a repair or replacement or you may be entitled to request compensation. You can only recourse to these actions if the goods or services are incorrectly described or not fit for purpose. You will not be entitled to seek these remedies if you have changed your mind about the goods and services agreed to outside of any required cancellation periods.

5. Related credit and other agreements
If you decide to cancel your contract for our goods and services, then any credit agreement and other ancillary contracts related to the main contract will be automatically cancelled.

6. Our rights under this contract
If, within fourteen days of us informing you in writing of a serious breach of your obligations to us you have failed rectify this breach, we will have the right to cancel this contract. Should we suffer any losses due to a breach of this contract then we will be entitled to reasonable compensation to cover these losses. We are required to attempt to keep all losses to a minimum.

7. Timetable for works
We will have agreed with you a timetable for carrying out the installation. By signing this contract you are confirming that you agree with this timetable. There can be occasions that this timetable may need to be varied, due to, for example, poor weather or unavailability of goods and services. We will inform you of any delay we become aware of at the earlies possible opportunity. We would then arrange a new mutually agreeable timetable. In the case of severe delays to the delivery of goods then you may be offered different products of equivalent specification, value and quality, so long as they are MCS certified. You can either accept that offer, wait for the products you ordered or choose to cancel the contract without penalty. Should the delay be caused by us, or by our suppliers, and that delay could be considered a severe by a reasonable person ,you would be entitled to cancel this contract without penalty to you. Should the delay be caused by you, we will attempt to accommodate that delay without cost to you. However, if the delay incurs us in extra costs, for example scaffolding, we will require that you cover these costs.

8. The Installation
The installation will be carried out strictly in line with the MIS Standard relevant to the technology and to any document referred to within that standard. In addition, we will ensure at all times that we meet all our obligations under the HIES Code of Practice. The goods we supply will be of satisfactory quality and fit for the purpose. They will operate as we have described to you. We will have insurances in place which will cover any loss or damage caused by us or our agents.

9. Deposits
Advance payments and goods purchased with deposits and advance payments. Any deposits and advance payments that you make to us can only be used to carry out work under this contract. We are required under the HIES Code of Practice to protect any deposits and advance payments you make to us, as well as the Workmanship Warranty, with an insurance policy. We will give to you the name and the contact details if this insurance company with the quotation. You will be entitled to claim on this policy should we fall into receivership, bankruptcy or administration. When we purchase goods for use under this contract the legal title to those goods or the proportion of which you have paid us for will pass to you. We will either deliver them to you or we will store them for you and mark them as your property. They will be kept separate from other goods. We will ensure that these goods are insured until they are delivered to you. You may make arrangements to inspect these goods or remove them from your premises if you wish. If we have requested a deposit, then this deposit will not exceed 25% of the total contract price set out in the quotation. Should you decide to cancel this contract within the cancellation period, then this deposit will be returned to you promptly. If we have requested advance payments in addition to a deposit, the total of all advance payments and deposits will not exceed 60% of the total contract price. We will not request advance payments to be made more than 3 weeks from the agreed delivery or installation date. If we have requested a deposit before a full technical assessment of your property has been made, and we are unable to proceed because of something discovered during that technical inspection, than any deposits or advance payments will be returned. The quotation will set out in detail when invoices will be sent and the amounts due for each payment.

10. Goods belonging to us
Any goods belonging to us that have been delivered to you should remain clearly identifiable as our property. Until the title to the goods is transferred to you the goods should be stored in such a way as they are protected from damage. They should be kept in their original packaging. Should you fear for the safety of the goods in any way, or you feel that the goods are causing any form of hazard you should contact us. Should you terminate the contract for any reason, then we will make arrangements with you to collect the goods. If this happens then we will reimburse you if any of your money was used to purchase a proportion of the goods. If this happens then we will reimburse you if any of your money was used to purchase a proportion of the goods. If you do not make adequate and reasonable arrangements with us to allow the goods to be collected, we retain the right to take legal proceedings to recover the goods or their value. The amount of any reimbursement may be reduced by any reasonable costs we may have incurred.

1. Changes to planned work
If you decide to make changes to any planned work after you have designed this contract you should contact us without delay. Wherever possible we will incorporate your changes and if we are not able to do so we will inform you as to why it is not possible for us to do so. Where are we able to agree to your changes, we will require that you set out, in writing and within fourteen days, confirmation of your request. You need to be aware that any changes to the original design may mean an adjustment to the cost of the installation. Any adjustment in the cost, either in addition or subtraction will be dealt with as a variation of Contract and we will adjust the price by written agreement with you. There can be occasions when we come across unexpected work. Should this arise, we will discuss this with you. If it is an area of work in which we are competent to operate, we will issue you a quotation to complete that work. We will have documented on the quotation the normal rate for the work of our installers. If the work is outside our area of competence, we will assist you in finding a suitably qualified contractor to carry out the work. If this unexpected work causes a delay in the Installation process, we may need to make reasonable charges for this delay.

12. Late payment
You should make the payments agreed on the quotation as they become due. The final payment will be due on completion of the installation. If you fail to make any agreed payment, we may cease work. If you fail to pay the amount specified in an invoice sent to you by the agreed due date, then we reserve the right to charge you interest until you pay the amount due. The interest rate we will charge will be 3% above the Bank of England base rate. It is not permissible under this contract to withhold any more than a proportionate amount of the outstanding balance for any alleged defect. If you do withhold any amount after a payment has become due, you should give us notice of your intention before the final date on which payment is due. You should also, with that notice, state the reasons for withholding payment. If we intend to cease work, we will give you notice of this in writing. If you are in breach of this contract because you have not made a payment that was due to us and we have ceased work, you may have to compensate us for any additional costs we have incurred. Dependent on the circumstances, we may require that the goods are returned to us. If necessary, we will take legal proceedings to recover the goods or/and any outstanding amounts due to us.

13. Conciliation and arbitration
Note: The HIES conciliation and arbitration process only covers unresolved disputes arising from issues connected to the sale and installation of small scale renewable technologies. If at any time a dispute arises between you and us that cannot be resolved you can refer the matter to be handled through HIES’s dispute resolution procedure, provided it falls within their remit. We must agree to follow this procedure if that is your wish. HIES is certified through the Chartered Trading Standards Institute as an Alternative Dispute Resolution provider. You can find further information on the HIES website: http://www.hiesscheme.org.uk/how-to-complain

If you register a dispute with HIES it will be allocated to a HIES Dispute Resolution Office, who will mediate between both parties in order to resolve the dispute. Mediation aims to reach a non-legal solution to the dispute in a reasonable timescale. If an agreement is not reached through mediation for any reason, you can refer the matter to HIES’s Alternative Dispute Resolution (ADR) Services and we must agree to arbitration if that is your wish. This is completely free as part of the HIES Service. You can find more information on the HIES website: https://www.hiesscheme.org.uk/how-to-complain/

CUSTOMER SERVICE CHARTER

Firstly, we would like to say THANK YOU for purchasing one of our products. We trust you will enjoy the benefits of the product for many years to come and will never have any problems with the product or installation. However, we accept that even with the best will in the world things can go wrong, so as a responsible company, we feel it is only prudent that we tell you what your rights are and how you can resolve any problem that may arise.

YOUR RIGHTS

Your statutory rights provide that the goods supplied must be:
• of satisfactory quality,
• fit for their purpose,
• as described,
• be installed correctly
and if there is any issue with your installation then we will attempt to repair or replace the system within a reasonable time and without significant inconvenience to you.

COMPLAINTS PROCEDURE

If you do have a complaint about our company we want to hear about it and we will do our best to put it right. Please read our complaints procedure.

Our complaints procedure has the following goals;
• To deal with complaints fairly, efficiently, and effectively;
• To ensure that all complaints are handled in a consistent manner throughout;
• To increase customer satisfaction;
• To use complaints constructively in the planning and improvement of all our products and services;
• Ultimately, to ensure customers are left with a positive view of the company and would be happy to make another purchase from us in the future. In addition, the installation service that we have provided to you must be carried out with reasonable care and skill, and within a reasonable period of time.

HOW TO COMPLAIN

We would like to sort out any complaint as soon as possible. Most complaints can be resolved informally. In the first instance, contact us on 0203 936 3785 and we will try to sort the matter out. We would strongly advise you to do this if the matter is urgent and where any delay could lead to further damage. If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make note of this as well. If you are not satisfied or do not wish to resolve matters informally, you may pursue a formal complaint. Write down your complaint and send it to;

New Age Innovation Limited,
The Old Courthouse, Orsett Road,
Grays,
RM17 5DD

Please provide us with as much detail as possible to help us access your complaint. This will save us time and help us to resolve your complaint as quickly as possible.

WHAT HAPPENS NEXT

We will provide acknowledgement of your complaint within 5 working days of receipt. You may be contacted to make sure that we have understood your complaint properly or to clarify any issue, Our compliance team will investigate the matter thoroughly and may engage in written correspondence with you throughout the investigation process. We will endeavour to send a final response to yo within 30 days of the receipt of your complaint, although most complaints will usually be resolved much quicker. Our final response will indicate an alternative dispute resolution (ADR) body that you can contact if you are not satisfied with our response. In all cases, a complaint will be given full and fair consideration. If as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. As these proceedings are confidential, we will not be able to inform you of the outcome of the outcome of these proceedings.

MODERN SLAVERY STATEMENT

We are committed to improving our practices to combat slavery and human trafficking. We recognise that slavery and human trafficking is a real yet hidden issue in our society. We will not tolerate slavery and human trafficking in our business or supply chain.

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