Terms and Conditions

Terms & Conditions

General terms for the supply, installation, commissioning and aftercare of solar, battery and related energy systems.

Company	Shine Solar Power Limited
MCS certification	NIC-601735
Effective date	02/02/2025

 

Important: These terms apply alongside the accepted quotation, final system design, payment schedule, cancellation notice and any agreed variations. The quotation contains the project-specific details.

1. Scope and status of these terms
These terms apply to Shine Solar Power Limited (we, us and our) and the customer who accepts a quotation from us (you and your). They apply to the supply, installation, commissioning and handover of the system and related products described in the accepted quotation and final approved design.

We will carry out the work with reasonable care and skill and in accordance with applicable law and the relevant MCS Installer Standards. Nothing in these terms limits your statutory rights as a consumer.

The quotation, final design, payment schedule, cancellation notice and form, any written request to begin work during the cancellation period and any written variation form part of the agreement. If documents conflict, the latest written document agreed by both parties takes priority, except that statutory rights always apply.

2. Quotations, acceptance and final design
A quotation is valid for 30 days from its date unless it says otherwise. An agreement is formed only when we confirm acceptance of your order in writing. We may accept electronic signatures and electronic acceptance where we agree to use them.

The quotation is based on the information and survey stage stated in it. Before installation, we will provide or confirm the final design, key equipment, installation layout, programme and any material alterations needed to the property or electrical services. You must approve the final design before work starts.

If a technical survey or final design shows that the system is unsuitable, or differs materially from the quotation, we will explain this in writing. You may accept a revised proposal or cancel the affected work without penalty and receive a full refund of related deposit and advance payments.

3. Price, deposit and payment
The total price, including the applicable VAT rate, is set out in the quotation. The quotation will state when payments are due and the accepted payment methods.

Any deposit is payable as stated in the quotation and will not exceed 25% of the total contract price. If you pay a deposit before a technical inspection and we later find that the installation cannot proceed, we will refund the deposit in full within two weeks.

Any further advance payment will be requested only where stated in the quotation and no more than three weeks before the agreed delivery or installation date. Deposit and further advance payments together will not exceed 60% of the total price where no goods have been delivered, unless title has passed to you in specific goods bought with your payment.

The final balance becomes due only after the installation is completed. If there is an alleged minor defect, you may withhold only a proportionate amount while the matter is investigated. Please tell us as soon as possible why an amount is being withheld.

4. Late payment
If an undisputed payment is overdue, we may charge interest at 2.5% a year above the Bank of England base rate from the due date until payment. Before suspending work for non-payment, we will give written notice setting out the amount due and a reasonable opportunity to pay or raise a query.

If a delay caused by non-payment results in reasonable additional costs, we will explain those costs in writing before seeking payment and will take reasonable steps to minimise any loss.

5. Your responsibilities and site access
You must give us safe and reasonable access to the property and provide electricity, water, washing facilities and toilet facilities free of charge where reasonably required. You must remove belongings from work areas and provide adequate safe storage space for equipment.

We will advise you on approvals and permissions that may be needed. You must obtain permissions that the quotation says are your responsibility, including planning or building consents where applicable, and provide them when requested. Unless the quotation says otherwise, we will identify and manage the required DNO notification or application for the proposed system.

You must tell us before work starts about hazards, asbestos, structural concerns, restricted access, listed-building or conservation-area status, landlord or freeholder consents, concealed services and any other matter that may affect safety, design, price or programme. Any preparatory work we identify must be completed by competent persons before the agreed start date.

6. Timetable, delivery and delays
We will use reasonable efforts to deliver the goods and complete the installation in the agreed timetable or installation window. We will tell you promptly about any delay and agree a revised timetable where appropriate.

If a delay is caused by circumstances outside our reasonable control, including severe weather, material shortages, DNO processes, safety concerns or access restrictions, we will not be responsible for that delay but will take reasonable steps to reduce its effect.

If a delivery delay means that the agreed products are unavailable, we may offer equivalent products of equivalent specification, value and quality. You may accept the alternative, wait for the original products or use any cancellation rights available to you. If we cause a significant or unreasonable delay within our control, you may have rights to compensation, a price reduction or cancellation as provided by law.

7. Changes and unexpected work
If you ask to change the work after acceptance, we will assess whether the change is technically possible, whether permissions are needed and its effect on price and timetable. No change is binding unless it is recorded in writing and agreed by both parties.

If unexpected site conditions or special circumstances arise, we will explain the issue, options, estimated additional cost and programme impact before carrying out extra work, except where immediate action is necessary to make the site safe. Any agreed additional work will be charged as set out in the quotation, variation agreement or, where neither applies, a reasonable amount.

8. Delivery, title, risk and protection of payments
We will deliver goods to the property unless the quotation says otherwise. Where your payment is used to make a specific purchase on your behalf, title to the goods or the proportion paid for may pass to you. We will identify, protect and insure goods held for you as appropriate.

Where payment-protection or workmanship-warranty protection applies, we will provide the relevant policy or scheme information with your contract pack. Do not rely on any particular policy unless it is stated in your quotation or other written customer documentation.

If the agreement ends lawfully before installation, we will explain arrangements for collection or return of goods and any refund due. Until ownership passes to you, you must keep goods at your property in satisfactory condition and not remove or obscure identifying marks or packaging.

9. Installation, commissioning and handover
We may use competent subcontractors. If we do, we will tell you their name and role in writing and remain responsible for their work and compliance with applicable law and the relevant MCS Installer Standards.

Once the system is commissioned, we will give you relevant guarantees, test certificates, user information and other documentation relating to the goods and installation. We aim to provide these at commissioning and, where applicable, will provide MCS documentation within the relevant MCS timescales.

10. Installation warranty and manufacturer warranties
We warrant that installation services will be performed by appropriately qualified and trained installers using reasonable care and skill to the standard reasonably expected. This installation warranty lasts for two years from completion of the installation services.

If a valid claim is made during the warranty period and in accordance with these terms, we may arrange for the relevant products to be reinstalled by a registered or approved installer, or refund the charge for the relevant part of the installation service, or a proportionate part of that charge.

The installation warranty applies only where the product has been installed by our registered or approved installer, has been properly used and maintained, and you notify us of the alleged defect during the warranty period and within a reasonable time of discovery. You must provide reasonable information, access to the site and support needed to investigate and resolve a claim.

Most products also have a manufacturer product warranty. If you tell us about a product claim in accordance with these terms, we will liaise with the manufacturer and use reasonable endeavours to obtain the remedy available under that warranty. Manufacturer warranties do not replace or limit your legal rights against us as the supplier of the goods.

If the property is sold during the installation-warranty period, the installation warranty passes to the new legal owner of the property. It cannot otherwise be transferred or exercised by a third party.

11. Performance estimates and aftercare
Any estimates of generation, savings, export payments or payback are based on the assumptions identified in the quotation. Actual performance may vary because of weather, shading, system availability, household energy use, energy prices, tariffs, export arrangements and other factors outside our control. This does not affect your rights where a product or service does not meet the agreed specification or legal standard.

If regular servicing or a maintenance agreement is required or offered, we will explain its scope, price, frequency, cancellation process and transferability before you agree to it.

12. Cancellation
You have cancellation rights during the cancellation period described in the cancellation notice provided with your quotation or contract pack. You may cancel by sending a clear statement by post or email to accounts@shine-solar.co.uk; you may use the cancellation form provided but do not have to do so.

Where the agreement is made in your home, away from our premises or by distance means, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply. We will provide the relevant written cancellation information and form. We will refund payments due on cancellation within the applicable legal timeframe.

We will not start installation during the cancellation period unless you make an express written request. If work starts at your request and you later cancel within the cancellation period, you may be responsible only for the reasonable cost of goods and services supplied and any reasonable making-good work, where the law permits.

If you cancel after the cancellation period, you may be required to pay reasonable costs or losses we have incurred because of the cancellation. We will take reasonable steps to minimise those costs and will not retain sums for sales or marketing costs incurred before you accepted the quotation.

13. Complaints procedure
A complaint is an expression of dissatisfaction where you want us to do something about it. Please contact us by phone, email or post as soon as possible after noticing the problem. We will make a formal record, investigate the issue and seek an agreed resolution promptly and effectively.

If a complaint cannot be resolved immediately by phone, we may ask you to put it in writing so that there is a clear record. We will offer reasonable help if you need it. We may ask for supporting paperwork or other information and will record relevant contacts and communications.

If we need to inspect the system or visit the property, we will normally do so within seven days of receiving the complaint. If a situation arising from our work has left you without heating or hot water, we will aim to attend within 24 hours. We will record the outcome of any visit and tell you the outcome as soon as reasonably possible.

We will respond with our findings and a summary of actions or communications within 10 working days of receiving the complaint. If we cannot resolve the complaint or you are not satisfied with the outcome, we will explain the available escalation options. Technical matters relating to MCS Installer Standards may be referred to our MCS certification body: NICEIC Group, Whitting Valley Road, Old Whittington, Chesterfield S41 9EY; 0800 519 5190; mcs@niceic.com.

We will regularly review complaints records to identify actions that may prevent recurring problems. We will not take or threaten court action without first giving you a reasonable opportunity to resolve the issue through this procedure.

14. Privacy, communications and general terms
We process personal data in accordance with our Privacy Policy. We may contact you about the quotation, installation, safety, warranties and aftercare. Marketing communications are managed separately in accordance with your preferences and applicable law.

We are not responsible for a failure or delay caused by an event outside our reasonable control, but we will communicate with you and take reasonable steps to reduce the effect. Neither party may transfer the agreement without the other’s written agreement, except that we may use competent subcontractors while remaining responsible for their work.

If any term is unenforceable, the remaining terms continue in force. These terms and any agreement formed under them are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction unless mandatory consumer law provides otherwise.