General Terms and Conditions
Our main obligations to you:
- We will carry out the work with all reasonable skill and care according to the timetable agreed with you.
- We will provide you with a warranty that covers both the installation and the goods installed.
Your right to cancel:
- You can cancel this contract and receive a full refund of your deposit by sending written notice no later than 14 days after that date which this contract was signed; this is known as the “Cooling off period”
- If there is a severe or unreasonable delay beyond the “Cooling off period”, not caused by you, or by events beyond our control, then you will have the right to cancel this contract and receive a full refund.
- If we are in serious breach of our obligations, as detailed in this contract, then you have the right to cancel and receive a full refund. (You can also seek other remedies detailed in section 9.3 of this contract).
- If you cancel this contract within the cancellation period, but after delivery of some or all of the goods, then you may have to bear some or all of the cost returning the goods. The cost is estimated at a maximum of 25% of the cost of goods.
- We may make the reimbursement without undue delay and not later than 14 days after we have received any goods supplied back from you.We may make a deduction from the reimbursement for loss in value of any goods supplied; if the loss is the result of unnecessary handling by you.
Your main obligation to us:
- You may be asked for a deposit when you sign the contract.
- You may be asked to make a further advance payment. This must not under any circumstances, when taken together with the deposit, be more than 60% of the total contract price. It must be paid no more than three weeks before the agreed delivery or installation date.
- It is your responsibility to get the necessary permissions and approvals for the work to take place. We will help you do this, however the fees will be paid by you.
- If you fail to pay on time we may stop work and charge additional costs.
- If you cause the work to be delayed, we may stop work and charge reasonable additional costs.
1. ACCEPTANCE OF PROPOSAL
1.1 The Quotation is valid for a period of 30 days from the date of posting. If you wish to proceed then you must sign both copies of this Contract and return one of these to our address. The Quotation is provided on the basis that no Contract is in place until we send an acknowledgement of the order to you.
1.2 We will rely upon the written terms set out here in the Contract. Please read them carefully before signing them. If you need any explanations about these terms please write or telephone us at the address and telephone number provided. If any amendments to this Contract are required you must confirm these in writing and they must be agreed by an authorised representative of this Company.
The “Cooling Off Period”
1.3 You can cancel this Contract by sending us written notice using the address provided. You must send that written notice no later than 14 working days after the date on which this Contract was signed; this right is known as the ‘Cooling Off Period’. If you cancel after that period, then unless we are in breach of this Contract, the conditions set out in section 9.1.1 of this Contract will continue to apply.
2. Our MAIN OBLIGATION to you is to do the work with all reasonable skill and care according to the timetable set out in the Quote and agreed in the Contract.
2.1 We agree to carry out the work with all reasonable skill and care in the planning, installation and commissioning of the system described in the Quotation. The goods we supply must:
- be of satisfactory quality;
- be fit for purpose; and,
- operate as we described to you.
2.2 We agree to supply the goods and carry out the installation work as specified in the timetable set out in the Quotation. We must have discussed that timetable with you before you sign this Contract. Your acceptance of these terms indicates that you agree to proceed using that timetable. Generally the quickest we can deliver goods are 3-5 days unless we have the items in stock already.
2.2.2 If, for whatever reason, there is any delay, suspension or cancellation of the supply of the goods or installation of the system then the conditions described in 8.2.1 and 8.2.2 of this Contract will apply.
2.3 We will carry out the work and all communication with you according to RECC Assurance Scheme Consumer Code. As a member of this Scheme our obligations include (but are not limited to) giving you:
- a detailed Quotation that includes:
- an itemised list of the goods to be supplied
- an itemised list of all survey, design, installation and other services to be provided
- an itemised list of services not included in the Quotation which you will need to provide
- any relevant taxes such as VAT
- a timetable for supplying the goods and for carrying out installation work.
- a right to cancel this Contract by sending written notice to us using the cancellation form and address provided by us (see section 1.3 of this Contract).
- accurate information about approvals and permissions needed for the proposed system and any grants or other financial incentives available for that work.
- the chance to approve site designs before the work starts.
- detailed information about any work you need to do before the installation can begin and about when that work needs to be carried out.
- accurate and truthful information both in our verbal communication with you and our marketing literature and advertising.
2.4 The installation must comply with the relevant installer standard (eg HETAS/ MCS) in force at the time of contract signing.
2.5 At the end of the contract we will give you any guarantees, test certificates and other relevant paperwork related to your goods and installation. We should give you this within seven days of the installation being completed.
2.6 We will provide you with guarantees that cover the goods and installation. This must comply with the RECC Assurance Scheme Consumer Code (see section 11) .
2.6.1 We will explain to you the terms of the guarantees both in writing and verbally.
3. Your MAIN OBLIGATION to us is to make the payments due to us
3.1 You will pay us the deposit specified in the Quotation when you sign this agreement. Should you decide to cancel the contract within the ‘Cooling Off Period’ (see section 1.3 of this Contract) we will return that deposit to you in full.
3.1.1 If you pay the deposit before we have inspected your house, and if we find during that inspection that the installation cannot proceed, then we will promptly refund that deposit to you in full .
3.2 We may require you to pay a further advance payment no more than three weeks before the agreed delivery or installation date. Such a further advance payment, taken together with the deposit, will under no circumstances be more than 60% of the total price in the Quotation and will only be used to carry out this installation, for example to purchase goods. We explain in detail in the Quotation when invoices will be sent and the amount due for each payment.
3.2.1 When we use any of your money to purchase goods we will inform you. The conditions set out in section 5 of this Contract will apply.
3.3 We will not ask you to pay in advance more than 60% of the total contract price set out in the Quotation.
3.4 If we fall into receivership, administration or bankruptcy your deposit and advance payment, if any, will be protected as detailed in section 5 of this Contract.
3.5 The balance outstanding on the contract price is due on completion and commissioning of the installation. We will issue you with an invoice when the work is complete and has been commissioned.
3.5.1 You will not be entitled due to any alleged minor defect to withhold more than a proportionate amount of the outstanding balance. If you do withhold any amount after the due date because of any alleged minor defect you must give us notice before the final date on which payment is due. In that notice you must also state the reasons you are withholding the payment.
Consequences of late payment
3.6 If you fail to pay the amount specified in an invoice by the due date then we may charge interest until the full amount is paid. The interest rate we charge will be 10% above the base rate set by the Bank of England.
3.6.1 If we do not receive payment by the seventh day after payment is due, then we may give you written notice that we intend to stop work on the installation. Once we have sent you this written notice, we may suspend all work until payment is made.
3.6.2 If you are in breach of this Contract because you have failed to make an agreed payment, and we have suspended work, as detailed in section 3.6.1 of this Contract, then we may be entitled to recover any additional costs we incur. We will provide you with written notice containing full particulars of any claim for compensation within 21 days of any suspension of work.
3.7 We may require you to return and deliver up the goods to us. Failing this we will take legal proceedings to recover the goods or their outstanding value.
3.8 Ownership of the Goods& Services shall not pass to the Client until the Company has received in full (in cash or cleared funds) all sums due to it in respect of: the Goods & Services; and all other sums which are or which become due to the Company from the Client on any account.
3.9 Until ownership of the Goods& Services has passed to the Client, the Client shall:
hold the Goods on a fiduciary basis as the Company’s bailee;
store the Goods (at no cost to the Company) separately from all other goods of the Client or any third party in such a way that they remain readily identifiable as the Company’s property;
not destroy, deface or obscure any identifying mark or packaging on or relating to the Goods; and
maintain the Goods in satisfactory condition and keep them insured on the Company’s behalf for their full price against all risks to the reasonable satisfaction of the Company. On request the Client shall produce the policy of insurance to the Company.
4. Your other obligations to us
4.1 You must obtain all relevant permissions (such as Party Wall etc Act 1996, Planning and local authority building consents) that are necessary before we start work on the installation. If we ask to see those permissions (and related drawings and/or specifications) you must make those available. Any work carried out by others (i.e. not by us) on an installation must be relevant competent and qualified persons.
Supply of services
4.2 You must agree to provide the following for our use free of any charge:
- water, washing facilities and toilets;
- electricity supply;
- adequate storage space;
- safe and easy access to your property from the public highway;
- easy access to the location within the property where the installation is to take place by removing all belongings.
4.3 You, or a contractor you employ, may need to carry out preparatory work before the installation described in the Quotation can start. If so, we will describe this to you in writing.
In cases of flue installation we would advise for a flue sweep by a qualified sweep and this should be done before we commence installation.
This work must be finished before the agreed date on which installation work is due to start. This work must be undertaken by competent persons and must be of the necessary quality for the installation. If this preparatory work is not finished before the agreed date on which the installation is due to start, then the conditions described in section 8.3 of this Contract will apply.
4.4 Should you be in breach of conditions set out in 4.1, 4.2 and 4.3 of this Contract you may incur additional costs due to delay and/or provision of additional services. You may be required to pay reasonable compensation to cover those extra costs. If this happens then section 7 of this Contract will apply.
5. Delivery, Title, Risk and Price
5.1 We will deliver the goods to the location detailed in the Quotation.
Any dates specified by the Company for delivery of the Goods & Services are an estimate and time for delivery shall not be of the essence. If no dates are so specified, delivery shall be within a reasonable time.
5.2 In order to protect your deposit and advance payment, if required, before we deliver the goods in case we fall into receivership, administration or bankruptcy then we must:
- ensure that you are covered by the Deposit and Advance Payment Insurance Scheme provide an insurance-backed guarantee (as described below);
- place your deposit and any further advance payment made in a third party account (as described in section 5.4 below).
5.3 Your deposit and advance payment, if required, will be insured through an insurance scheme. We will provide you with details of the scheme, and you will receive a policy directly from the provider once you have signed the Contract. In this way, your money will be protected should we fall into receivership, administration or bankruptcy before the goods have been delivered.
5.4 We must place your deposit and advance payment made before the goods have been delivered to your property in a special ‘client’ or other third party bank account or dedicated ‘customer’ bank account. This money can only be used for work carried out under this Contract.
5.4.1 If we should fall into receivership, administration or bankruptcy then the money in that dedicated bank account will be returned to you or passed to another supplier who will complete the work. Only when we purchase goods on your behalf (to the value of the sums held in this account) will we be entitled to transfer those sums from the dedicated bank account for our own benefit.
5.5 Where your money has been used to make specific purchases on your behalf, then legal title to those goods, or the proportion of them you have paid for, will pass to you. We must either deliver them to you or label them as belonging to you. Where the goods are stored by us then we must keep those goods separate from our own goods and those of third parties. We must also keep the goods stored, protected, insured and identified as your property until they are delivered to you. You must be able to inspect the goods and/or repossess them.
5.6 Goods belonging to us may be delivered to the site. If the contract is terminated early for reasons detailed in section 9.3 of this Contract then, with reasonable notice, you must return and deliver the goods to us. 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 return the goods to us, we retain the right to take legal proceedings to recover the goods or their value.
5.6.1 If the Contract is terminated early for reasons detailed under section 9.4 of this Contract then, with reasonable notice, you must return and deliver the goods to us. If this happens you may have to pay compensation for reasonable costs or losses reasonably incurred. This may be deducted from any deposit or further advance payment you have already made.
5.7 Until ownership of the goods passes to you, you must:
- store the goods separately in such a way that they remain readily identifiable as our property;
- not destroy, deface or obscure any identifying mark or packaging on or relating to the goods;
- maintain the goods in a satisfactory condition.
5.8 All samples, drawings, descriptive matter, specifications and advertising issued by the Company and any descriptions or illustrations contained in the Company’s catalogues or brochures are issued or published for the sole purpose of giving an approximate idea of the Goods described in them. They shall not form part of the Contract and this is not a sale by sample.
5.9 Delivery Point: the place where delivery of the Goods/ Services is to take place – this must be specified in writing by you to us at time of contract. We may adjust that timetable after discussing this with you according to the conditions set out in section 8 of this Contract. If we fail to carry out the work according to that timetable then the conditions set out in section 8.2 of this Contract will apply.
5.10 Non Delivery. The Company shall not be liable for any non-delivery of Goods & Services (even if caused by the Company’s negligence) unless the Client gives written notice to the Company of the non-delivery within 7 days of the date when the Goods would in the ordinary course of events have been received.
Any liability of the Company for non-delivery of the Goods shall be limited to replacing the Goods within a reasonable time or issuing a credit note at the pro rata contract rate against any invoice raised for such Goods.
The quantity of any consignment of Goods as recorded by the Company upon despatch from the Company’s place of business shall be conclusive evidence of the quantity received by the Client on delivery unless the Client can provide conclusive evidence proving the contrary.
5.11 Offloading. Unless otherwise specified in this Contract, the Client shall provide at the Delivery Point and at its expense adequate and appropriate equipment and manual labour for off-loading the Goods.
5.12 Unless otherwise agreed by the Company in writing, the price for the Goods shall be the Contract Price set out in the Company’s formal Quotation/ acceptance.
5.13 The price for the Goods and services shall be exclusive of any value added tax unless specifically stated as including VAT.
5.14 No payment shall be deemed to have been received until the Company has received cleared funds.
5.15 If the Client fails to pay the Company any sum due pursuant to the Contract, the Client shall be liable to pay interest to the Company on such sum from the due date for payment at the annual rate of 10% above the base lending rate from time to time of the Bank of England, from the due date until the outstanding amount is paid in full. The Company reserves the right to claim interest under the Late Payment of Commercial Debts (Interest) Act 1998.
5.16 the Company’s total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise, arising in connection with the performance or contemplated performance of the Contract shall be limited to the relevant element of the Contract Price; and
5.17 the Company shall not be liable to the Client for any pure economic loss, loss of profit, loss of business, depletion of goodwill or otherwise, in each case whether direct, indirect or consequential, or any claims for consequential compensation whatsoever (howsoever caused) which arise out of or in connection with the Contract, for example RHI or FIT payments are not liable.
6. Change of work
6.1 If, after signing the contract, you want to change the work, you must consult with us first. We may be able to incorporate your changes into the installation provided that:
- it is technically possible;
- we have the necessary resources;
- the necessary permissions are in place.
6.2 If we agree to this change of work you must
- confirm this in writing; and,
- do so within 14 days of when you first tell us.
6.3 We will then adjust the price:
- by written agreement beforehand, if possible; or if not then
- by later written agreement; or if not then
- by referring to any priced documents, if this applies; or if not then
- by a reasonable amount for the work done or goods supplied.
6.4 Every change that means extra or revised work (as opposed to changes that leave something out) may mean extra costs. We will try to keep those costs to a minimum.
7. Unexpected work
7.1 The Quotation given to you must detail the hourly or daily costs that would result from any unexpected work due to site conditions or special circumstances beyond the control of the member.
7.2 Where unexpected work arises, we will tell you and ask how you want us to proceed. If you want us to continue then section 6.3 of this Contract will apply.
8. Changes to Agreed Timetable
8.1 We will make every effort to complete the work by the time agreed with you. You must appreciate, however, that sometimes delays may occur for reasons beyond our control, especially when third parties are involved in installing other, related works. We cannot be held responsible for those delays. If such delays occur we will complete the work as soon as possible.
Consequence of delay caused by us
8.2 You will be entitled to compensation if we cause significant or unreasonable delay due to factors within our control.
8.2.1 In the case of major delays to the delivery of goods or installation then you may be offered different products of equivalent specification, value and quality, so long as they are certified to the same standards.
8.2.2 In the case of major delays to the delivery of goods then you will be entitled to cancel the contract as detailed in section 9.2 of this Contract.
Consequences of delay caused by you
8.3 We will seek to accommodate small delays without recourse to compensation.
8.3.1 If the work is delayed or lasts longer than expected for any reason within your control, we will adjust the price accordingly, as shown in section 6.3 and subject to section 7 of this Contract.
9. Cancellation of this Contract
9.1 As detailed above in section 1.3 of this Contract, you can cancel this contract by sending us written notice no later than 14 days after the date on which this contract was signed.
9.1.1 If you cancel this Contract after the period referred to in sections 9.1 and 1.3 of this Contract then you may have to pay compensation for costs or losses reasonably incurred. We will try to keep those costs to a minimum. We have a right to retain all or part of your deposit and further advance payment, if made, as a contribution.
9.2 If there is a serious delay to the delivery of goods for reasons that are outside your control, but within our control, then you will be entitled to cancel the contract and receive a full refund. This is in line with the RECC Assurance Scheme Consumer Code and the Supply of Goods and Services Act 1982.
9.3 Additionally, if we are in serious breach of our obligations as detailed in this Contract then you have a right to:
- cancel the contract and receive an appropriate refund; or,
- request a repair or a replacement; or,
- ask for compensation.
You can seek those remedies if what we supply or install is faulty, incorrectly described or not fit for purpose. You cannot seek those remedies if you change your mind about the contract or you decide you no longer want some or all of the components.
9.5 Subject to the other provisions of these conditions the Company shall not be liable for any direct, indirect or consequential loss (all three of which terms include, without limitation, pure economic loss, loss of profits, loss of business, depletion of goodwill and similar loss), costs, damages, charges or expenses caused directly or indirectly by any delay in the delivery of the Goods & Services (even if caused by the Company’s negligence), nor shall any delay entitle the Client to terminate or rescind the Contract unless such delay exceeds 90 days.
9.6 If you are in serious breach of your obligations as set out in this Contract and you fail to remedy that breach within 14 days of receiving written notice from us about that breach, then we have a right to cancel the contract. We must give you reasonable opportunity to rectify the alleged breach.
9.7 If we suffer a loss as a result of your breach of contract, we must take reasonable steps to prevent the loss from getting worse. If your breach of contract leads to a cancellation then you may have to pay compensation for reasonable costs or losses reasonably incurred.
10. Conciliation and arbitration
10.1 If at any time a dispute arises between you and us which cannot be resolved amicably then both you and we can refer the matter to conciliation. We must agree to conciliation if that is your wish.
10.2 The conciliation service that will be used is that offered by the RECC Assurance Scheme and is described in the Consumer Code. It aims to reach a non-legal solution to the dispute in a reasonable timescale. The RECC Assurance Scheme will appoint a suitably qualified independent expert (or experts) to consider the matter in the light of consumer protection legislation in force. After considering all the evidence, either in writing, or in a face-to-face mediation, the expert will make recommendations for resolving the issue. Neither party will be bound by these recommendations, though both are strongly encouraged to accept them in the interests of resolving the dispute speedily and effectively.
10.3 If the conciliator’s recommendations are not acceptable for any reason, you can refer the matter to the independent arbitration service and we must agree to arbitration if that is your wish. If we would like to seek arbitration then we must seek your permission first. The procedure used for independent arbitration is described in the RECC Assurance Scheme Consumer Code. You will have to pay a fee equivalent to the County Court small claims procedure fee. This fee will be refunded to you if the arbitrator finds in your favour.
10.4 The outcome of the arbitration process will be legally-binding and enforceable. An award made under the independent arbitration service will be final and binding on you and us. You and we may only challenge the award on certain limited grounds under the Arbitration Act 1996.
11. Our Warranty
The warranty set out in the Terms and Conditions upon which Renewable Energy Engineers Limited (REE Ltd) offers warranty cover for the installation services offered by it to its customers, and for the installation services offered by us and our installers. Terms defined in which REE Ltd Terms and Conditions bear the same meaning when used in this warranty. Your attention is drawn to the Terms and Conditions attached, which includes provisions relevant to the warranty set out below.
11.1 Installation Services
We will warrant to you that the Installation Services will be performed by the appropriately qualified and trained installers using reasonable care and skill, to such high standard of quality as is reasonable for you to expect.
The Warranty Period for the Installation Services shall be 1 years from completion of the Installation Services.
The workmanship will be done to the relevant standards at time of contract signing. The provision of accuracy is as per good practise workmanship standards, so for example, the laying of hearths and blacks will be to with plus or minus 5mm of finished floor level. The hanging of radiators can be accurate to within 5mm etc. Plastering can be done to the best standard within the one visit generally allowed for, e.g. 1-2mm, and you must leave adequate time for drying before use. Once dry, it may need a sand for any minor imperfections to leave a smooth finish.
11.2 Remedial Action
If you make a valid claim about our service in accordance with the Terms and Conditions, REE Ltd may arrange for the relevant products to be reinstalled by any of our registered or approved installers or refund to the customer the charge for the relevant part of the Installation Service (or a proportionate part of such charge).
This Warranty will only apply:
If the product has been installed by a REE Ltd installer and has been properly used and maintained throughout the warranty period.
If you have informed REE Ltd of the alleged defect within the warranty period and within a reasonable period of discovery (14 days).
11.4 General Conditions
You will promptly provide all information and support including access to site and services reasonably necessary to enable us to evaluate any alleged defect and to perform its obligations under this warranty.
You agree that all premises, plant, power, fuel, support services and other inputs that you provide for the installation and use of the products are fit for purpose and will be properly used and provided.
Any dispute as to whether a defect is covered by this warranty shall be immediately referred at the request of either party to the complaints service as detailed in the Terms and Conditions.
11.6 Third party rights
When REE Ltd has installed a system in a property that is sold within the warranty period the warranty will pass to the new legal owner of the property. It may not be transferred to or exercised by any third party.
This warranty is governed by Scottish Law and the Scottish Courts or by the law and courts governing where your property is if this is outside Scotland.
11.8 Manufacturer’s Product Warranty
Most products supplied by us come with the benefit of a manufacturer’s product guarantee. Where a claim in respect of any of the products is notified to REE Ltd by you in accordance with the Terms and Conditions, REE Ltd will liaise with the manufacturer and use all reasonable endeavours to secure a replacement of the product (or part in question) or a refund of the price of the product (or a proportionate part of the price). This warranty does not replace or limit your legal rights to bring a claim to REE Ltd as the retailer of the good supplied.
12. Information about us
www.stove-haus.co.uk is a site operated by Renewable Energy Engineers Ltd (“We” or “REE”). We are registered in Scotland under company number SC440327 and have our registered office at 26 Anniesland Buisness Park Glasgow G13 1EU. We are a limited company. “Stove Haus” is a trading name and trade mark of Renewable Energy Engineers Ltd .