0800 061 4849 online@qerb.uk
UPDATE TO GREEN HOMES GRANT TERMS – If you were issued a Green Homes Grant quote prior to 7/12/2020 your terms will state that the quote is valid for 30 days. As a result of the delay in the Government issuing vouchers, all quotes are now valid until the 31/03/2021 to ensure that quotes do not expire whilst awaiting approval. This update overides the terms stated on your quotation.

Green Homes Grant Terms and Conditions v1.1

TERMS AND CONDITIONS
1. Any price, together with these terms and conditions, sets out the entire agreement between you and QERB Energy Ltd. Nobody else will be able to benefit from this agreement. The laws of England and Wales govern this agreement.
2. Any quotations given are valid for 120 days from the date of issue.
3. The goods specified may change from the original quotation if stock is not readily available. If a product is substituted the replacement will be of similar or superior quality and value.
4. All prices exclude VAT at the current rate unless specified otherwise.
5. The price we quote does not include the cost of removing any dangerous waste materials, such as asbestos. You can call a specialist contractor to remove these dangerous materials or we may be able to arrange for them to be removed at an extra cost. When asbestos is removed you will need to produce a ‘site clearance for reoccupation’ certificate, which you can get from the asbestos removal company, before we can continue to work at your property.
6. The price we quote includes removing all non-dangerous materials generated during the install, such as the old water cylinder.
7. Any time frame estimates we give you are based on availability and scheduling. We will endeavour to do what we can to keep to given scheduled dates. Where the dates may change or a likely delay occurs, we will inform the relevant persons as soon as possible and agree to new scheduled dates. The time it takes us to complete the work has no effect on the price you were quoted. Any work that cannot be completed within the timeframe of the Green Homes Grant scheme will need to be cancelled.
8. We may need you to lift carpets or take up all or some other floor coverings, including tongue-and-grooved floor coverings and parquet hardwood, rubber or tiled floors, so we can complete the work. We will give you as much notice as possible if we need you to do this. If we do any of this work for you, we will only be responsible for any unnecessary damage caused directly by our negligence.
9. We will take care to carry out the work without causing damage to your property. Sometimes the work means we must create access, this can cause damage to things like cupboards, skirting boards, tiles, wall & floor coverings. You may need to redecorate, repair or restore certain areas once the work is completed – this is not included in our price and you will be responsible for this.
10. If you are a tenant, you will need your landlord’s permission before you can allow us to start the work, and we may need you to give us evidence that you have got this permission. If we carry out work at the landlord’s property and you have not got permission or have given us false or inaccurate information, you will compensate us for any losses we suffer because of your failure to get your landlord’s permission.
11. If your property is a listed building, in a conservation area, classed as an area of outstanding natural beauty or subject to any other restrictions, it is your responsibility to make sure that you get any permission you need before we start the work. If you do not get the permission required, you may be prosecuted in the criminal courts. We will not be able to start any work if you have not got the appropriate planning permission, this is your responsibility. If we carry out work at your property and you have failed to inform us or given us false or inaccurate information, you will compensate us for any losses we suffer because of your failure to get the permission you needed, which may include court fines and penalties.
12. Where we have connected new equipment to your existing system, we cannot accept responsibility for the cost of repairing or replacing parts on your existing system or related damage caused. This may include, but is not limited to, any existing pipework, fittings and radiators.
For example, replacing a boiler or upgrading to a different system can create higher water pressure, which can result in an old heating system leaking or breaking down.
13. As water supply rates can change, we cannot be responsible for your central-heating system failing to work properly because your water supply becomes inadequate or keeps changing.
14. Installations carried out under the Microgeneration Certification Scheme (MCS) will be fitted in accordance to the required standard. We will ensure we meet all our obligations under the RECC Consumer Code.
15. We cannot be responsible if we cannot meet our responsibilities because of things beyond our control including, for example, poor or adverse weather conditions, industrial disputes and strikes (that we are not directly involved in) and acts of God.
16. To carry out the work as quickly as possible, we may use one of our approved sub-contractors. All installers that we use are fully qualified, registered and carry identity cards. In the event of the use of a sub-contractor all liability and responsibility relating to the installation will be borne by the sub-contractor.
17. We can cancel this agreement at any time by giving you written notice.
18. If you apply for funding through multiple different companies external to QERB Energy Ltd, we reserve the right to charge for any work completed which we are then unable to claim through the scheme funding due to an alternative company completing the installation on your behalf.
19. If you book a survey or install appointment, which does not proceed without good reason, or you fail to cancel or reschedule the appointment within 72 hours of the agreed date, we reserve the right to charge for reasonable costs incurred.
20. If we fail to complete a survey or installation appointment, we cannot be held responsible for costs incurred by you e.g. time taken off work.
21. If we do not use all of the parts specified in the quote, or complete the work using less employees or in less time than stated, we do not provide a refund for any associated costs. We do also not usually charge extra for taking longer, using more resources or parts, unless there is a significant difference.
22. If significant additional work or materials are required to complete an install we will advise you of this and provide a new quotation for review.
23. Any payments due for work under quotation will be clearly indicated. If you fail to make any agreed payment by the date due, we may
cease work until the account it brought up to date. If any payment or invoice sent to you is late being paid, we will charge £25 late fee plus 3% interest above the Bank of England base rate. It is not permissible under this contract to withhold any amount after a payment has fallen due. If you are in breach of this contract because of failure to comply with the payment schedule you may have to compensate us for any additional costs incurred by us. If necessary, we will take legal proceedings to recover goods or/and outstanding amounts due to us.
24. We cannot be held responsible for any works or installations that are altered, changed, opened, pierced, damaged or tampered with by any third party and QERB Energy accepts no liability for loss or damage arising directly or indirectly as a result of such incidents taking place. Unauthorised works will also invalidate any warranties provided.

25. If you make a false declaration or fail to provide information relating to a funding application, which results in funding being rejected or reduced by either the voucher provider. You will be liable for all costs incurred as a result of your application.
26. If you fail to comply with requests to provide evidence to support an application, before or after installation, which then results in the funder rejecting or reducing your funding. You will be liable for all costs incurred as a result of your application.
27. You may cancel this contract within 14 days by using either the Cancellation Form we have supplied overleaf, or by writing to us at QERB Energy Ltd, 28B Estover Close, Plymouth, PL6 7PL. This is called the 14-day cooling off period and starts the day you agreed for the work to go ahead. You may waive your right to a 14-day cooling off period, for example if you require the installation to commence quickly due to having no heating, by completing the 14-day waiver form.
28. If you cancel this contract after the 14-day cooling off period, we may retain some or all your payment to cover reasonable costs. These could include administration and labours costs. We will endeavour to keep these costs to a minimum. If there is a significant delay in the installation after the fourteen-day period that was not caused by you, or was caused by events beyond our control, then you will have a right to cancel this contract and receive a full refund (within 14 days of the cancellation). If you have signed a credit agreement, which relates to this agreement, your credit agreement will automatically be cancelled if this agreement is terminated.
29. Acceptance of a quotation but failure to provide a valid Green Homes Voucher prior to the commencement of work will result in any planned work being cancelled and charges for our reasonable costs, including restocking fees and lost labour time, will be charged to the customer as per our terms and conditions of sale.
30. If the required Primary Measures cannot be fully installed, any secondary measures will be cancelled subject to meeting the Green Homes Grant voucher terms.
31. All works are subject to the terms and conditions of the Green Home Grants voucher scheme as set by the UK Government (BEIS) and can change at any time.
32. Please read the ‘Supplementary Terms and Conditions for Green Homes Grants’ on our website www.qerb.uk/terms or request a copy via 01752 546160.

Complaints

If you are unhappy with the service or installation provided please email us at customerservice@qerb.uk and we will endeavour to respond within 7 days. If the complaint is serious please contact our offices on 01752 546160.

Green Homes Grant Supplementary Terms and Conditions 1.0

These terms and conditions have been prepared to comply with all our obligations under the Green Homes Grant Scheme and are to be presented in conjunction with your Contract and Quotation for your installation. This document is an addendum to your Quotation and Contract. This document covers the ‘Mandatory Scheme Conditions’ as set out in the Green Homes Grant Installer Terms and Conditions. Please submit this document along with your quotation when you apply for a Voucher under this Scheme.

  1. The Quotation

The price quoted for the installation (including that related to the Eligible Cost) is reflective of our usual prices for an installation of that kind and is not any higher than the price that would be quoted if the installation was not being carried out under the Green Homes Grant Scheme and you were paying the full price of the installation yourself.

The price quoted relates only to work to be undertaken after the issue of the Voucher.

The price quoted for the installation accurately reflects the rates of VAT applicable to the Eligible Cost(s) in question, such that the benefit of any reduced rates of VAT is passed on to you.

The quotation complies with any minimum requirements as to its form and content, as specified by the Scheme Administrator.

Where we are providing any quotation in respect of any goods, services or works the cost of which is outside the scope of the Scheme (including where any such cost will not constitute an Eligible Cost for the purposes of the Scheme), the relevant goods, services or works will be covered in a separate 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 have been in receipt of your Voucher from the Green Homes Grant Scheme, with our installer details listed, and to sign both copies of the contract; you should keep one copy for your records and return the other copy to us at the address on the quotation. No contract will be in place until we confirm the order with you. For the Green Homes Grant scheme, you should keep all documentation pertaining to your upcoming installation for six years.

You should submit your quotation to the Green Homes Grant Scheme as part of your application for a Voucher. Once received, the Voucher will include our company details.

You must acquaint yourself with the Customer Terms and Conditions of the Green Homes Grant scheme – you can access them via the government website or we can provide you with a link to view them. You are not required to redeem your Voucher unless and until, prior to the Voucher Expiry Date, the Voucher has become redeemable in accordance with the Customer Terms and Conditions. You can view them here: https://green-homes-grant.service.gov.uk/customer-terms-and-conditions or we can send you a link directly.

  1. Right to cancel and expiry of Green Homes Grant Voucher

If at any time prior to completion of the installation of the Eligible Measure we cease to be Registered as a Green Homes Grant Scheme Installer, you will have a right to cancel the contract on a no liability basis (such that you are not required to make any payment to the us in respect of the relevant installation) and, where any installation work has already started, your property to be reinstated to the condition it was in prior to the start of the work at no cost to you and provide for the return of any deposit or part payment made by you in respect of the Eligible Measures.

If any Voucher expires before its redemption or is cancelled and/or payment of the Grant is withheld or clawed-back, in each case for any reason other than due to a ‘Customer Default’, the risk of that expiry, cancellation, withholding or clawback is to be borne by us alone and you will not be required to make any additional payment to us in respect of the resulting shortfall in what we will have been paid for the installation.

For these purposes, a ‘Customer Default’ means any of the following:

(i) a breach of the Customer Terms and Conditions by you;
(ii) any fraud by you or collusion with us, as the Installer;
(iii) a failure on the part of you, within a period of 7 (seven) days after the Voucher has become redeemable, to take the steps you need to take under the Customer Terms and Conditions in order to redeem the Voucher; or
(iv) You or your property ceasing to be eligible for the Voucher under the Customer Terms and Conditions as a result of a change in circumstances;

Except where a ‘Customer default’ (as defined in the points above) has caused your Voucher to be cancelled and/or payment of the Grant covered by that Voucher to be withheld or clawed-back, you will not be required to make any payment to us (whether before or after installation of the Eligible Measure) in respect of the relevant Eligible Costs which were, or were due to be, covered by the relevant Grant. You would still be required to pay the customer contribution.

If at any time prior to completion of the installation of the Eligible Measure we cease to be registered as an Installer, you will have a right to cancel the contract on a no liability basis (such that you are not required to make any payment to us in respect of the relevant installation) and, where any installation work has already started, to require your property to be reinstated to the condition it was in prior to the start of the work at no cost to you, and provide for the return of any deposit or part payment made by you in respect of the Eligible Measures.

  1. Effects of cancellation

If having been issued with a Voucher, you decide that you will not be proceeding with the installation of the Eligible Measure(s) covered by it, you must contact the Scheme Administrator as soon as reasonably practicable and inform it of your decision. The Scheme Administrator will then have the right to cancel the Voucher, so that grant funds covered by the Voucher can be made available to other applicants.

  1. Timetable for works


We will ensure that works are completed at least seven days prior to the expiry of your Voucher. This is to enable you to complete all necessary steps required under the Customer Terms and Conditions within the timeframe to redeem your Voucher prior to the expiry date. It is deemed a ‘Customer Fault’ if you do not take the necessary steps to redeem the Voucher within the correct timeframe and you will be liable to pay us the balance of the installation in that case.

  1. The Installation

Within 14 days following completion of the installation of each Eligible Measure covered by a Voucher, and in any event not later than 7 (seven) days before the Voucher Expiry Date, we shall:

  • Issue an invoice to you in respect of the installation of the Eligible Measure, which will comply with any requirements specified by the Scheme Administrator as to its form and content and, in particular, must show all the Eligible Costs of supplying and installing the Eligible Measure and the VAT rate applicable to each element of the relevant installation. Where any other work, not relating to the installation of the Eligible Measure covered by your Voucher, is carried out by us for you, that other work must be invoiced separately;
  • Issue you with an appropriate claim of conformity and any relevant handover pack, as required in accordance with the relevant PAS Standard;
  • Where required in accordance with the rules specified by TrustMark in its “Green Home Grant Scheme Requirements for TrustMark Scheme Providers” document and/or any rules of the relevant TrustMark Approved Scheme, provide you with a copy of the guarantee which we are required to provide under the those rules; and
  • Upload to the TrustMark data warehouse all information which we are required to upload as a matter of the rules specified by TrustMark in its “Green Home Grant Scheme Requirements for TrustMark Scheme Providers” document.

To redeem your Voucher, you must pay to us your contribution of the contract price, minus any deposit deductions, as you will need to confirm this in order to redeem your Voucher for the remaining balance.

  1. Deposits, advance payments and goods purchased with deposits and advance payments

We will not charge you for a deposit amount that would exceed the customer contribution to this installation as covered under the Green Homes Grant scheme, which is equal to one third of the total actual cost. The Voucher will cover the remaining two thirds up to the value of £5,000. If you are in receipt of the low-income Green Homes Grant Voucher, we will not charge you a deposit of any kind unless the quoted contract price exceeds £10,000.

Redemption of the Voucher

Under the Customer Terms and Conditions, a Voucher will become redeemable in the following circumstances:-

  • A Voucher will become redeemable once the installation of the Eligible Measure covered by that Voucher has been completed satisfactorily by the Installer referred to in the Voucher and (prior to the Voucher Expiry Date) and we, as the Installer, have fully complied with our obligations section 5 above in relation to that Eligible Measure;

Once any Voucher has become redeemable, we will require you, the Customer:-

  1. to pay us any balance of the Customer Contribution (after taking into account the Grant and any deposit paid), in respect of the installation of the relevant Eligible Measure; and
  2. to take the necessary steps under the Customer Terms and Conditions to redeem the Voucher and commence the process for the relevant Grant being claimed from the Scheme Administrator.

Once you have taken steps 1 and 2 referred to above, the Scheme Administrator will confirm this to us, and we must then do the following within 10 working days of receiving the Scheme Administrator’s confirmation:-

  1. where applicable, confirm to the Scheme Administrator that the Installer has received the relevant Customer payment referred to in steps 1 and 2 above;
  2. confirm to the Scheme Administrator that the necessary lodgments have been made with TrustMark, as referred to in section 5 above;
  3. make the Installer Declarations; and
  4. provide to the Scheme Administrator a dated image or copy of the relevant invoice issued by us, as referred to section 5 above.

Where we have complied with this in respect of a redeemable Voucher and the Scheme Administrator is reasonably satisfied that all necessary requirements arising under the Customer Terms and Conditions and the Installer Terms and Conditions have been met and continue to be met as regards the installation of the Eligible Measure covered by the relevant Voucher, the Scheme Administrator will, provided always it is in receipt of funds from BEIS in order to make such payment, pay, on your behalf, the relevant amount of Grant to us. For these purposes, we will be required to provide details to the Scheme Administrator of a UK bank account in the name of the Installer named on the Voucher to which payment of Grant will be made.

For the avoidance of doubt, the Scheme Administrator reserves the right to withhold payment of that Grant and/or cancel the relevant Voucher if it is entitled to do so under the relevant Customer Terms and Conditions.

Energy Companies Obligation Terms and Conditions v1.1

Please read this document carefully as it will tell you everything you need to know about how we deal with each other when we carry out installation work in your home.  If you have any questions, please let us know before you accept the installation booking.

  1. Any price, together with these terms and conditions, sets out the entire agreement between you and QERB Energy Ltd. Nobody else will be able to benefit from this agreement.  The laws of England and Wales govern this agreement.
  2. Any quotations given are valid for 30 days from the date of issue.  To confirm your order, you will need to sign the agreement and pay any contribution required in full or as per the payment schedule.  You agree not permit  another company to carry out the same work within 90 days of the signed date.
  3. For renewable energy sales any deposit or advance payment you have made to us or will make to us according to the time scales set out in the quotation will be placed in a ‘client’ bank account.  These deposits and advance payments for renewable installations can only be used to carry out work under this contract.  Should we cease trading because of receivership, administration or bankruptcy the monies in that bank account will be returned to you or allocated to another MCS Approved Contractor to complete the work.  We are required under the RECC to also protect these deposits, advanced payments and our Workmanship Warranty with an insurance policy.  This clause does not apply to installations under the Energy Company Obligation (ECO) scheme which require a contribution.
  4. Unless a specific manufacturer of product is purchased and specified on the agreement as an extra, the goods supplied may change from the original work quoted.  If a product is substituted the replacement will be of similar or superior quality and value.
  5. All contributions and prices include VAT at the current rate unless specified otherwise.
  6. The price we quote does not include the cost of removing any dangerous waste materials, such as asbestos.  You can call a specialist contractor to remove these dangerous materials or we may be able to arrange for them to be removed at an extra cost.  When asbestos is removed you will need to produce a ‘site clearance for reoccupation’ certificate, which you can get from the asbestos removal company, before we can continue to work at your property.
  7. The price we quote includes removing all non-dangerous materials, including your old boiler or storage heaters and all central heating parts we replace, except for redundant tanks located in the loft or other equipment not practically accessible.
  8. Any time frame estimates we give you are based on availability and scheduling.  We will endeavour to do what we can to keep to given scheduled dates.  Where the dates may change or a likely delay occurs, we will inform the relevant persons as soon as possible and agree new scheduled dates.  The time it takes us to complete the work has no effect on the price you were quoted.
  9. We may need you to lift carpets or take up all or some other floor coverings, including tongue-and-grooved floor coverings and parquet hardwood, rubber or tiled floors, so we can complete the work.  We will give you as much notice as possible if we need you to do this. You can call a specialist contractor to do this work or we may be able to do it for you at an extra cost.  If we do any of this work for you, we will only be responsible for any unnecessary damage caused directly by our negligence and it will be your responsibility to put the flooring back once the work is completed.
  10. We will take care to carry out the work without causing damage to your property. Sometimes the work means we must create access, this can cause damage to things like cupboards, skirting boards, tiles, wall & floor coverings.  You may need to redecorate, repair or restore certain areas once the work is completed – this is not included in our price and you will be responsible for this.
  11. If you are a tenant, you will need your landlord’s permission before you can allow us to start the work, and we may need you to give us evidence that you have got this permission.  If we carry out work at the landlord’s property and you have not got permission or have given us false or inaccurate information, you will compensate us for any losses we suffer because of your failure to get your landlord’s permission.
  12. If your property is a listed building, in a conservation area, classed as an area of outstanding natural beauty or subject to any other restrictions, it is your responsibility to make sure that you get any permission you need before we start the work.  If you do not get the permission required, you may be prosecuted in the criminal courts. We will not be able to start any work if you have not got the appropriate planning permission, this is your responsibility. If we carry out work at your property and you have failed to inform us or given us false or inaccurate information, you will compensate us for any losses we suffer because of your failure to get the permission you needed, which may include court fines and penalties.
  13. For boiler replacement, upgrades or first-time central heating you will need to have an adequate Gas, LPG, Oil and/or electricity supply to your property before we can start the work.  We can put you in touch with a gas or electricity distribution company to arrange this if you need us to.
  14. Where we have connected new equipment to your existing system, we cannot accept responsibility for the cost of repairing or replacing parts on your existing system or related damage caused.  This may include, but is not limited to, any existing pipework, fittings and radiators. For example, replacing a boiler or upgrading to a different system can create higher water pressure, which can result in an old heating system leaking or breaking down.
  15. Boilers only – As water supply rates can change, we cannot be responsible for your central-heating system failing to work properly because your water supply becomes inadequate or keeps changing.
  16. Installations carried out under the Microgeneration Certification Scheme (MCS) will be fitted in accordance with the required standard.  We will ensure we meet all our obligations under the RECC Consumer Code.
  17. We cannot be responsible if we cannot meet our responsibilities because of things beyond our control including, for example, poor or adverse weather conditions, industrial disputes and strikes (that we are not directly involved in) and acts of God.
  18. To carry out the work as quickly as possible, we may use one of our approved sub-contractors.  All installers that we use are fully qualified, registered and carry identity cards.  In the event of the use of a sub-contractor all liability and responsibility relating to the installation will be born by the sub-contractor.
  19. We can cancel this agreement at any time by giving you written notice.
  20. Some products and services may qualify for additional funding or revenue, such as the Renewable Heat Incentive or Feed-In Tariff. Where this applies, QERB Energy Ltd can not be held liable for acceptance into any such scheme or can not guarantee any return on investment that is not achieved. Any figures quoted are estimates only and you are responsible for conducting your own due diligence relating to these schemes.
  21. If you apply for ECO funding through multiple different companies external to QERB Energy Ltd, we reserve the right to charge for any work completed which we are then unable to claim through the scheme funding due to an alternative company completing the installation on your behalf.
  22. If you book a survey or install appointment, which does not proceed without good reason, or you fail to cancel or reschedule the appointment within 72 hours of the agreed date, we reserve the right to charge for reasonable costs incurred.
  23. If we fail to complete a survey or installation appointment, we cannot be held responsible for costs incurred by you e.g. time taken off work.
  24. Any payments due for work under quotation will be clearly indicated.  If you fail to make any agreed payment by the date due, we may cease work until the account it brought up to date.  If any payment or invoice sent to you is late being paid, we will charge £25 late fee plus 3% interest above the Bank of England base rate.  It is not permissible under this contract to withhold any amount after a payment has fallen due.  If you are in breach of this contract because of failure to comply with the payment schedule you may have to compensate us for any additional costs incurred by us.  If necessary, we will take legal proceedings to recover goods or/and outstanding amounts due to us.
  25. For Cavity Wall Insulation, QERB Energy Ltd will act as an intermediary and introduce you to an approved third-party installation company who will design and install the project.  These parties will provide their own terms and conditions.  QERB Energy Ltd will not be held responsible for any aspects of the installation.
  26. If you make a false declaration or fail to provide information relating to a funding application, which results in funding being rejected or reduced by either the funding provider or OFGEM.  You will be liable for all costs incurred as a result of your application.
  27. If you fail to comply with requests to provide evidence to support an application, before or after installation, which then results in the funder or OFGEM rejecting or reducing your funding.  You will be liable for all costs incurred as a result of your application.
  28. You may cancel this contract within 14 days by using either the Cancellation Form we have supplied overleaf, or by writing to us at QERB Energy Ltd, 28B Estover Close, Plymouth, PL6 7PL. This is called the 14-day cooling off period and starts the day you agreed for the work to go ahead. You may waive your right to a 14-day cooling off period, for example if you require the installation to commence quickly due to having no heating, by completing the Express Request for work form.
  29. If you cancel this contract after the 14-day cooling off period, we may retain some or all your payment to cover reasonable costs.  These could include administration and labour costs, including fees charged by third parties such as your local authority. We will endeavour to keep these costs to a minimum.  If there is a significant delay in the installation after the fourteen-day period that was not caused by you, or was caused by events beyond our control, then you will have a right to cancel this contract and receive a full refund (within 14 days of the cancellation).  If you have signed a credit agreement, which relates to this agreement, your credit agreement will automatically be cancelled if this agreement is terminated.
  30. If we are unable to claim the ECO grant for any reason, such as rejection by the utlity or OFGEM, we reserve the right to reclaim the grant value from you as the beneficary of the work completed.
  31. As part of the work you maybe visited by an independant auditor who may identify additional or remedial works. In these cases you must allow the auditor access to inspect works and any remedial or additional work that we are required to complete must be allowed within the timeframe stated by the auditor. Failure to provide access to complete the inspection or to complete the works may result in your grant being rejected and you having to pay the value of the grant.

Complaints

If you are unhappy with the service or installation provided please email us at customerservice@qerb.uk and we will endeavour to respond within 7 days. If the complaint is serious please contact our offices on 01752 546160.