Your heat pump installation T&C's

These are the terms that apply to the purchase and installation of any of our low carbon technology products: EV chargers, solar PV systems, batteries, or heat pumps. We also have some terms that are specific to each product. These start after the general terms & conditions.

1. Definitions

1.1 In these general terms and conditions, the following terms shall have the
following meaning, unless explicitly stated otherwise.

Customer: the individual named as the customer on the Quote.

Due Date: the date falling 5 days after the date of installation of the Goods

Quote: has the meaning given to it, and as further detailed, in the Product Terms

Goods: any individual or combination of low carbon products that we sell and install (heat pump system, solar PV system, battery system, electric vehicle charge point), as set out in your Quote goods.

Contract Terms: these general terms and conditions of sale and installation of low carbon products

Octopus: Octopus Energy Services Limited as further described in Clause 3.1 below

Product Terms: the specific terms and conditions that apply to those Goods, in addition to these general terms and conditions

Sales Contract: the legally binding contract agreed between Octopus and the Customer for the sale and installation of the Goods following finalisation of the works and costs required in accordance with the Contract Terms, the Product Terms, your Quote, and any Additional Works Quote (if applicable).

Standard Installation: an installation requiring only minor modifications to your home’s interior and exterior finished surfaces and adjacent grounds.

Third Party Solar System: any pre-existing solar PV or battery system not installed by us

1.2 Any reference to ‘we’, ‘us’ or ‘our’ in these terms is to Octopus, and any reference to ‘you’ or ‘your’ is to the Customer

1.3 When we use the words “writing” or “written” in these terms, this includes emails

2. Our Terms & Conditions

2.1 These are the general terms and conditions on which we sell, install, and repair Goods to you. Additional product specific terms and conditions may also apply to the Goods. Where this is the case, we will provide you with the relevant Product Terms as part of your Sales Contract. To the extent there is any conflict between these Contract Terms and any Product Terms, these Contract Terms shall prevail.

2.2 For the purposes of these terms, you are a ‘consumer’ if you are buying Goods from us as an individual for purposes wholly or mainly outside of your trade, business, craft or profession. As a consumer, you have legal rights in relation to Goods that are faulty or which are not provided as described. Advice about your legal rights is available from your local Citizen’s Advice Bureau. Nothing in these Contract Terms or your Sales Contract more broadly will affect these legal rights.

3. About Octopus

3.1 We, Octopus Energy Services Limited, are a company registered in England and Wales. Our company registration number is 10434397 and our registered office is UK House, 5th Floor, 164-182 Oxford Street, London, United Kingdom, W1D 1NN. Our registered VAT number is 358672751.

3.2 How to contact us. You can contact us via our contact page (https://octopus.energy/contact-us/), by telephone at 0808 196 6842 our customer service team at the number, or by writing to us at the email address, set out in the Product Terms for your Goods, or write to us at Octopus Energy Services Limited, UK House, 5th floor, 164-182 Oxford Street, London, W1D 1NN, or send us an email using one of the following addresses:

• heat@octopus.energy for heat pump-related questions
• solar@octopus.energy for solar and battery-related questions
• charging@octopus.energy for EV charging-related questions
• hello@octopus.energy for any general enquiries
  

3.3 How we may contact you. If we need to get in touch with you,we will do so by telephone or by writing to you at the email address or postal address you provide to us.

4. Our low carbon technology products

4.1 Our Goods refer to any individual or combination of low carbon technology products that we sell and install:

4.1.1 “Heat pump” and “heat pump system” mean the heat pump unit, water cylinder, controls, electrical hardware, wiring, pipes, fittings, valves, radiators, and any external modifications including earthworks, barriers, and other materials installed as part of the agreed heat pump system design (collectively referred to as the Heat Pump Goods).

4.1.2 “Solar PV” or “solar PV system” mean the solar photovoltaic panels, inverter, storage battery, controls, electrical hardware, wiring, fittings, ancillary components, any external modifications to the home including the roof, any internal modification to the home, earthworks, and other materials installed as part of the agreed solar PV system design which may be only solar PV panels or an installation of both solar PV panels and a battery (collectively referred to as the Solar Goods).

4.1.3 “Battery-only” and “battery-only system” mean the inverter, storage battery, controls, electrical hardware, wiring, fittings, ancillary components, any external modifications to the home, any internal modification to the home, earthworks, and other materials installed as part of the agreed battery system design where we are installing a standalone battery with no solar PV (collectively referred to as the Battery Goods).

4.1.4 “EV Charger Goods” means electric vehicle charge point hardware, cabling, wiring, fittings, and safety devices installed as required.

4.2 Goods can vary slightly from their pictures. We have made every effort to display the Goods accurately on our website and in marketing materials; however, these are for illustrative purposes only.

5. Eligibility & purchase

5.1 You may get an indicative quote for any of our Goods on the Octopus website, which is used to make a preliminary assessment of eligibility:

• Link to our heat pump explorer
• Link to our solar & battery explorer
• Link to our EV charger explorer
  

5.2 Octopus will, in our sole discretion, assess and determine your property’s eligibility for any of our Goods based on information provided by you through our website and any follow-up communications by phone or email, and/or, if required, an in-person survey of your property (“Customer Journey”).

5.2.1 We may require a refundable deposit in order to proceed with an in-person survey. If we determine your property is ineligible for our Goods following the survey or if you decide not to proceed with the purchase prior to signing the Sales Contract, we will refund your deposit using the same method of payment.

5.3 You must have the legal right to have our Goods installed (both internal and external to your home) and be responsible for obtaining any required planning or building approvals required for your installation. This is collectively referred to as the “Eligibility Criteria.”

5.4 Our ability to provide Goods under the Sales Contract is dependent on the technical information you have provided to us. Should you need to amend or update your Eligibility Criteria information or any of the technical information provided to us, you must inform us as soon as you become aware of the change, as it may impact our Quote and the ability to complete the installation. Where we determine the technical details of your home differ from the answers you provided, we reserve the right to void your Quote and issue a new Quote based on those details.

5.5 Our pricing and installation service is based on a “Standard Installation”, which requires only minor modifications to your home’s interior and exterior finished surfaces and adjacent grounds.

5.5.1 Standard Installation includes:

• a design that (where applicable) meets or exceeds the Microgenerational Certification Scheme (MCS) standards and any applicable laws (and is not subject to reduction or discount from any customer-requested modifications of the system design);
• all materials and equipment as part of Goods that you are purchasing, of the size, quantity, capacity, and model deemed appropriate for your home by our technical experts;
• any compatible controls and connections required to fit a properly functioning system; and
• all labour required to complete an installation with reasonable skill and care, in a good and workmanlike manner and in accordance with the standards set by the MCS standards and any applicable laws.

5.5.2 A Standard Installation does not include:

• any major modifications to your home’s existing pipework, including the replacement of a one-pipe heating system or the replacement of undersized primary heating pipework (“Pipework Replacement”);
• any underground works;
• any changes to your home’s electrical service that your Distribution Network Operator (DNO) may require, such as unlooping, or a three-phase (3-phase) power connection. If your home requires a main fuse (service cut-out) upgrade, we may be able to undertake these works for you, but where we are not allowed to do these additional works, your DNO may levy a separate charge for doing them;
• any activities which may require additional action from you to get your home ready for installation (“Pre-Installation Activities”), which may have additional costs not included in your quote;
• any major modifications to your home’s roof, walls, or any structural members, any underground works, or other works deemed abnormal by our installation experts;
• any building-related works required (such as any works to box in installed pipework, repair and plastering of walls and ceilings where these surfaces have been disturbed for the purposes of the installation); or
• any repair and finishing of floors and floor coverings where these have been disturbed for purposes of the installation (we appreciate that this work can be extensive, and so we will always aim to fill external wall and suspended floor penetrations where external portions are visible or exposed to unheated spaces where we reasonably can).

5.6 If we determine that your property is eligible for installation, we will provide you with a Quote and these Terms.

5.6.1 The Quote for Heat Pump Goods, Solar Goods, and/or Battery Goods will be provided via an email link and is valid for thirty (30) days for you to accept. You will need to confirm to us via the link that you accept the Quote and these Terms. After this, your Quote will not be valid and you may need to get another one from us.

5.6.2 If it is not being purchased as part of a bundle with another Good, the Quote for EV Charger Goods is generated online, which you can accept and pay for via our online checkout. Making the payment will constitute your acceptance of our offer and at this point the binding Sales Contract will come into existence between you and us. Please refer to the Product Terms for more details on the purchase and installation process of standalone EV Charger Goods.

5.7 Once you have accepted your Quote, we will prepare a Sales Contract which will include:

• the costs of supply, delivery, and installation of the Goods (“Final Price Quote”)
• a summary of any Pre-Installation Activities required
• any Performance Estimates as required, which may include estimated running costs and/or payback periods, depending on the specific Goods

5.8 By signing the final version of the Sales Contract, the Sales Contract will become a binding contract between you and us.

5.9 We may require a non-refundable deposit upon signing the Sales Contract to secure your installation spot (Installation Deposit). If you have already paid a deposit, this will become non-refundable upon signing the Sales Contract.

5.9.1 There are certain circumstances in which the Installation Deposits will be refundable, in our sole discretion, acting reasonably, or as required under clause 9.4:

• If the installation cannot proceed due to circumstances beyond either parties' control (for example, not receiving planning approval from the relevant local authorities or DNO)
• If the installation receives approval but with restrictions that materially impact the design, capacity/generation, location, price, or payback period
• If Octopus subsequently determines that the installation is non-viable due to the discovery of information or changes in any applicable law

5.10 We may identify that your home is not suitable for our Standard Installation service, but that an installation is possible provided additional works are completed (“Additional Works”). We shall provide you with a quote for the cost (an Additional Works Quote) as either a separate email or document, or an amended final sale price in your final Sales Contract. The Additional Works Quote may include services and materials provided by third-party providers.

5.10.1 We strive to identify Additional Works while assessing your eligibility and prior to issuing a Quote and Sales Contract; however, situations can arise where we discover Additional Works during the installation process (e.g. Pipework Replacement). If this happens, we will notify you immediately and provide an Additional Works Quote.

5.10.2 If you choose not to proceed with the Additional Works, we may have to terminate or cancel your installation. We will make every reasonable effort to minimise disruption and costs to both parties, but reserve the right to collect partial payment for any works completed or costs associated with removing and re-instating any existing equipment if it exceeds the amount of any non-refundable deposit or previous payments.

5.11 Upon installation of your Goods, you will receive a document pack that includes information such as certificates, operating manuals, warranty and insurance documentation, and, where applicable, a service plan document.

5.12 In instances where we do not take full payment upfront, you must make full and final payment for installation of your Goods and any Additional Works identified within 5 days of completion of installation (“Due Date”).

6. Your obligations under the sales contract

6.1 The costs of supply, delivery and installation of the Goods will be as set out in the Sales Contract.

6.2 You confirm, acknowledge, and agree that:

6.2.1 You will promptly provide us with any information we request and comply with our reasonable requirements;

6.2.2 You make all necessary preparations to your property for your installation as set forth in your Sales Contract (including any Pre-Installation Activities) within a reasonable timeframe, not to exceed six months;

6.2.3 You will provide us with safe, free and unobstructed access to your property to carry out the installation; and

6.2.4 You will comply with all applicable laws, planning authority instructions, and obtain all necessary consents which we require for us to install the Goods;

6.2.5 You will be the end user of the Goods purchased and you confirm that you will be the owner and operator of the Goods for the purposes of any manufacturer warranty;

6.2.6 The Goods are not rated for life-support, critical or medical device use, and you will not use the Goods purchased for life support or for any medical purpose, or in any scenario where the failure of power supply could lead to loss or life or personal injury;

6.2.7 You shall not modify, alter, or tamper with the Goods;

6.2.8 You shall not move your Goods from the location of installation without our consent, and agree that Octopus shall not be liable for the removal or reinstallation of any Goods installed by us upon your relocation of the Goods.

6.2.9 You shall ensure that any Heat Pump, Solar, and Battery Goods are connected to the internet at all times, except when interrupted by causes outside of your reasonable control;

6.2.10 You shall remain the end user of the Goods, or notify us not less than 30 days in advance if you intend to change the end user of the Goods;

6.2.11 You shall take reasonable care of your Goods and any associated equipment; and ensure that your Goods are at all times switched on and connected per the manufacturer’s instructions to ensure continued use, and

6.2.12 You shall download and install any relevant manufacturer software, and keep your product up to date with the latest software and product updates as made available from time to time by or on behalf of the manufacturer.

6.3 You agree that to the extent that any installation, repair, maintenance or management is required in respect of your Goods or any related controls, you shall agree a suitable time with us for such works to take place during our normal business hours.

6.4 We will let you know if the manufacturer of your Goods has provided a warranty in relation to the product you’ve purchased. You may need to register your product for that warranty in order to benefit from it, and we encourage you to read and understand the terms and conditions of that warranty at the point of registration. Any warranty provided under these terms and/or the Sales Contract does not replace or reduce your statutory rights under UK consumer law.

6.5 Please note that all Pre-Installation Activities, and any works you undertake to your property in preparation for the installation of any Goods, are at your own risk. We are not responsible or liable for the costs of any such work undertaken, regardless of whether the installation of your Goods takes place or not.

7. Our right to make changes

7.1 The exact make and specification of all components and materials shall be at our sole discretion and any changes to the specified schedule of materials and components, including any requested third-party components or materials, will also be at our discretion.

7.2 If we need to make changes to the Goods you’ve purchased, we will notify you and explain the reason why. If you are not comfortable with the changes you can contact us to cancel the Sales Contract and receive a refund for any Goods you have paid for in advance, but not received.

8. Scheduling installation & taking delivery

8.1 We will find a mutually agreeable date to start your installation (“Installation Date”) based on our available capacity and confirmation that all agreed and required Pre-Installation Activities and/or Additional Works will be completed by the Installation Date.

8.2 We may ask if we can deliver the Goods separately and prior to the Installation Date. (“Delivery Date”). If you give consent for this, you are responsible for providing appropriate space to store and secure the goods until the day the Installation Date.

8.3 If you need to reschedule, we ask for the following notice periods:

• At least 24 working hours' notice to reschedule a Delivery Date;
• At least 10 working days notice to reschedule an Installation Date

8.4 Such notice must be provided on a working day. If you need to reschedule your delivery or installation on shorter notice, we reserve the right to charge a rescheduling fee of up to £150 for a Delivery Date and up to £250 for an Installation Date.

8.5 Note that rescheduling a Delivery or Installation Date may result in subsequent delays in installation, depending on Octopus’s available capacity in the area.

8.6 Goods will become your responsibility from the time that we deliver the Goods at the address you provided to us.

8.6.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the statutory right to cancel your order, beginning when you sign the contract and ending 14 days after all the Goods relating to the contract are delivered to your home. If you provided us with express consent to install within your statutory 14-day cancellation period (requested as part of the Sales Contract), we will do our best to install the Goods either upon delivery of the last component of the Goods (the Delivery Date) or within 7 days of the Delivery Date.

8.7 If our supply of the Goods is delayed then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. If there is a risk of substantial delay or if we confirm we are unable to deliver the Goods to you, you may end the Sales Contract and receive a refund for any Goods you have paid for but not received. Nothing in this Clause affects your statutory rights and you retain the right to cancel the Sales Contract as set out in Clause 9.

8.8 You have legal rights if we deliver any Goods late. Subject to Clause 8.6.1, If we miss the delivery deadline for any Goods then you may treat the Sales Contract as at an end straight away if we confirm that we will not be able to deliver the Goods to you.

8.9 You will own the Goods once we have received payment in full.

9. Your rights to end the sales contract

9.1 You may end your Sales Contract with us in certain circumstances. Your rights will depend on what you have bought, whether there is anything wrong with it, how we are performing, and when you decide to end the Sales Contract. You can end the Sales Contract for the following reasons:

9.1.1 if what you have bought is faulty or misdescribed you may have a legal right to end the Sales Contract (or to get the Goods repaired or replaced or to get some or all of your money back) – see Clause 12;

9.1.2 if you want to end the Sales Contract because of something we have done in breach of these terms, as set out in Clause 9.3; or

9.1.3 if you have changed your mind about the Goods, you may be able to get a refund if you provide us with notice at any time from placing your order online until the end of the cooling off period, but this will be subject to deductions as set out in Clause 9.4.

9.2 To end the Sales Contract with us, you should let us know by calling
customer services on 0808 196 6842 or email us, either at the product emails set out above or your dedicated Smart Tech Specialist. You may also provide us with the cancellation notice set out at the schedule to these terms with your email or written cancellation, but we do not require this.

9.3 Ending the Sales Contract because of something we have done or are
going to do. If you are ending a Sales Contract for a reason set out below, the Sales Contract will end immediately and we will refund you in full for any Goods which have not been provided to you. The reasons you can end this are:

9.3.1 we have told you about an error in the price or description of the Goods you have ordered and you do not wish to proceed; or

9.3.2 you have a legal right to end the Sales Contract because of something we have done wrong, and depending on the nature of our breach of these terms, you may be entitled to compensation pursuant to your rights as a consumer.

9.4 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund.

9.4.1 You have 14 days after the day you:

• sign the Sales Contract, in which period you may cancel the Sales Contract and your Installation Deposit is refundable.
• receive (or someone you nominate receives) the Goods, in which period you may cancel the Sales Contract. Where your Goods are split into several deliveries over different days, you have 14 days after the day you receive (or someone you nominate receives) the last delivery to change your mind about the Goods and cancel the Sales Contract. We will determine whether your Installation Deposit is refundable under these circumstances in accordance with clause 9.5.1.

9.4.2 If you would like us to install the Goods during the cancellation period referenced in clause 9.4 above, you will need to provide express written consent to install during that period. The form required for signing shall be included in your Sales Contract pack.

9.5 Cancelling if works have already started

9.5.1 Should you give us consent to install the Goods during the cancellation period and then later decide to cancel the contract within your 14-day cancellation period, then you will have to pay reasonable charges for goods and services supplied up to the date that you cancel and for making good your property. This will include the reasonable fees for the work done so far and the reduced value of the Goods. It may include us retaining the Installation Deposit, or an amount greater or less than the Installation Deposit. Please note that the Goods, once installed, will be considered bespoke as they have been fitted to the requirements of your property.

9.5.2 We will pay the costs of return or uninstallation if the Goods are faulty or misdescribed, or we are legally required to do so because of something we’ve done wrong. In all other circumstances (including where you are exercising your right to change your mind) we may charge you for the reasonable costs and fees incurred in relation to the Goods and services received prior to cancellation. If we have commenced work prior to the expiry of the 14-day cancellation period with your consent, you must allow us to uninstall the Goods and we will charge you reasonable fees for the work done so far and the reduced value of the Goods. This could mean that you are charged a significant proportion of the agreed price, as it is likely to be impossible to re-fit the Goods to another property.

9.5.3 If you end the Sales Contract for any reason after Goods have been dispatched to you or you have received them and the Goods have not been installed, you must contact us and arrange a time for collection or return.

9.5.4 In some cases and with your permission, we may have completed some activities prior to you receiving delivery of the Goods (e.g. installing an earth rod for a whole-home back-up battery system). If you subsequently cancel the Sales Contract after works have been completed, we reserve the right to, at our discretion, charge you a fee up to £400 to reflect work carried out at your property.

9.6 We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:

9.6.1 for Goods which we have not offered to collect, your refund will be made within 14 days from the day on which we receive the Goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the Goods back to us; and

9.6.2 in all other cases, your refund will be made within 14 days of you telling us that you have changed your mind.

10. Our rights to end the contract

10.1 We may end the Sales Contract if you break it. We may end the Sales Contract at any time by writing to you if:

10.1.1 you do not make any payment to us when it is due and you still do not make payment within 28 days of us reminding you that payment is due;

10.1.2 where you have signed the Sales Contract and we are unable to contact you for a period of thirty (30) days following reasonable attempts to make contact; or

10.1.3 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Goods, for example, instructions regarding access to your property or confirmation that the Pre-Installation Activities have been completed within six months.

10.2 If we end the Sales Contract under the conditions in Clause 10.1, we will retain the Installation Deposit and any non-refundable deposits paid. However, if you have paid in advance for Goods we have not provided (e.g. for EV Charger Goods), we will issue a refund.

11. If there is a problem with the goods

11.1 If you have any questions or complaints about the Goods, you should contact us. You can find details of who to contact in the complaints policy provided in your Product Terms.

11.2 We will install your Goods with reasonable care and skill. Your Goods may be supplied with a warranty provided by the manufacturer of the product to cover defects in the Goods, depending on the relevant Goods and manufacturer in question. Any applicable manufacturer warranty documentation will be provided to you following installation of your Goods, and we will assist you with making a warranty claim should your Goods be defective under that manufacturer warranty.

11.3 In addition, we are under a legal duty to supply Goods that are in conformity with the Sales Contract and your rights as a consumer. Nothing in these terms will affect your legal rights as a consumer.

12. Price and payment

12.1 The price of the Goods (which includes VAT) will be the price indicated on the Sales Contract. We take all reasonable care to ensure that the price of the Goods advised to you are correct. However please see Clause 9.3 for what happens if we discover an error in the price of the Goods you order.

12.2 If the rate of VAT changes between the date of the Sales Contract and the date that we supply the Goods, we will adjust the rate of VAT that you pay, unless you have already paid for the Goods in full before the change in the rate of VAT takes effect.

12.3 It is always possible that, despite our best efforts, some of the Goods we sell may be incorrectly priced. We will normally check prices before providing any quotes so that, where the Goods’ correct price at the date of the Sales Contract is less than our stated price at the date of the Sales Contract, we will charge the lower amount. If the Goods’ correct price at the date of the Sales Contract is higher than the price stated to you, we will contact you for your instructions and no contract will have been entered into.

12.4 We accept payment with American Express, China UnionPay, Discover & Diners Club, Japan Credit Bureau, Visa and Mastercard.

12.5 If you do not make any payment due to us under the Sales Contract by the Due Date we may:

12.5.1 charge interest to you on the overdue amount at the rate of 3% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgement. You must pay us interest together with any overdue amount;

12.5.2 Pause or cancel any tariff linked to the Goods;

12.5.3 take such steps as are necessary to recover the sums due to us, which may include employing a debt collection agency;

12.5.4 provide information about your non-payment to credit reference agencies, which may impact your ability to get credit in the future; and/or

12.5.5 recover from you all costs incurred by us in pursuing your non-payment, including bank charges due to cancelled or failed payments, the cost of visiting you, including through any debt collection agency.

12.5.6 If you think an invoice is wrong you must contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

13. Our responsibility for loss or damage suffered by you

13.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of us breaking this Sales Contract or us failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable or loss or damage which is indirect, such as loss of earnings, or the cost of making improvements or changes to your property. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the Sales Contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your legal rights in relation to the Goods as summarised at Clause 11.

13.3 We will make good any damage to your property caused by us when
installing the Goods. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while installing the Goods. In addition to your statutory rights, we separately guarantee that our installation work shall be conducted with reasonable care and skill (the Installation Warranty). Should you suffer any damage to your property in the five years following the installation because of our failure to install in accordance with the Installation Warranty, we shall remedy the damage you have suffered.

13.4 We are not liable for business losses. We only supply the Goods for domestic and private use. If you use the Goods for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13.5 Octopus does not limit or exclude its liability where doing so would be unlawful. Otherwise, and subject to clauses 13.2 and 13.4 of these Contract Terms, our total aggregate liability under your Sales Contract shall not exceed the sum of £30,000.

14. Data protection

14.1 You agree that we may use any personal data that you provide to us in
according to our Privacy Policy which is available on our website at https://octopus.energy/policies/privacy-policy/, and as set out in these terms. You further agree that we may share your personal data with distribution network operators and electricity systems operators (known as DSOs and ESOs respectively) for the purposes of submitting an application for installation of your Goods at your property, and such personal data shall be handled in accordance with that DSO or ESO’s privacy policy in place from time to time.

14.2 As members of HIES (please visit https://www.hiesscheme.org.uk/who-we-are/about-hies/ to read more about the Consumer Code Body) and NAPIT (please visit https://www.napit.org.uk/home-owner/why-choose-a-napit-member.aspx to read more about the MCS Certification Body), you agree that we may provide such customer data to them as required in support of their quality monitoring procedures.

14.3 You agree that we may receive telemetry, diagnostic, and other system performance data from your installed Goods, to include control modules, inverters, batteries, and other installed digital devices, whether or not you are under an energy import or export tariff agreement with us. Such data will be transmitted via your Goods’ control device. Any use of such data by ourselves will be conducted in accordance with applicable laws and our Privacy Policy, and you hereby agree to such use. Any use of such data by ourselves will be conducted in accordance with applicable laws and our Privacy Policy and you hereby agree to such use of your data from your Goods. Please visit https://octopus.energy/policies/privacy-policy/ to read more about the Octopus Energy Privacy Policy.

14.4 You agree that we, through our mobile application for Apple iOS or Google Android and selected third party tools and services, may send and receive telemetry, diagnostic, other system parameters and performance data.

14.5 You agree that we may access your Goods remotely to allow control of the operation and functions of your system or its installed digital components through our mobile application, or by other remote means. This may include deciding to control the output of your Goods within its normal operational parameters (per manufacturer’s specification), and maintaining temperature thresholds set by you.

14.6 You agree that, where you are under a flexible energy import or export tariff (“Smart Tariff”) agreement with us, you agree that we may, through our digital systems, remotely access your installed Goods for the purpose of controlling its operation and functions as required to deliver optimised system performance in support of your Smart Tariff.

14.7 You agree that we may share your personal data with any underlying product provider or manufacturer to assist with the provision of services under these terms and conditions, including but not limited to the delivery, installation and maintenance of your Goods.

15. Miscellaneous terms & conditions

15.1 We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your statutory rights or rights under the Sales Contract.

15.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

15.3 Nobody else has any rights under this Sales Contract. This Sales Contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither we or you will need to get the agreement of any other person in order to end the Sales Contract or make any changes to these terms.

15.4 Notices to you under this Sales Contract will be sent by post or hand to the billing address, or in the case of email to the last known email address that you have provided to us. Notices to us under this Sales Contract must be sent by post to Octopus Energy Services Limited, UK House, 5th Floor, 164-182 Oxford Street, London, W1D 1NN, with a copy emailed to notices@octoenergy.com.

15.5 If a court finds part of the Sales Contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

15.6 These terms are governed by English law and you can bring legal proceedings in respect of the Goods in the courts of England and Wales. If you live in Scotland you can bring legal proceedings in respect of the Goods in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Goods in either the Northern Irish or the English courts.

SCHEDULE

MODEL Cancellation Notice
(Complete and return this form only if you wish to withdraw from the Sales Contract)

To Octopus Energy Services Limited, UK House, 5th Floor, 164-182 Oxford Street,
London, W1D 1NN, 0808 164 1088.

I [*] hereby give notice that I/ [*] cancel my [*] Sales Contract of sale of the following
Goods [*]/for the supply of the following Service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

Heat Pump Product Terms

1. Introduction

1.1 These terms, together with the general terms and conditions of sale and installation (known as the Contract Terms) and your Quote (defined below) and, any Additional Works Quote (if applicable) shall form the contract between you and Octopus Energy Services Limited (company number 10434397) (“we”, “us”, “our” and “Octopus”) for the sale, purchase and installation of your Heat Pump Goods. Any defined terms used in these Product Terms which are not defined here shall have the meaning given to them in the Contract Terms.

2. Standard Installation and Quotes

2.1 The Quote we provide will be for our Standard Installation, which has the definition as in the Contract Terms. For clarity, materials for Heat Pump Goods include:

• air-source heat pump as deemed appropriate for your home by our home heating technical experts;
• a heat-pump compatible cylinder as determined by us;
• compatible and appropriately sized radiators to meet the required heat output;
• electrical materials required to fit a properly functioning heat pump system at your home; and
• plumbing materials required to affect a standard installation of a properly functioning heat pump system at your home.

3. Boiler Upgrade Scheme (“BUS”) Application

3.1 Where you wish to apply for the government Boiler Upgrade Scheme (BUS) grant, we will use the information you provide us to submit the relevant form on your behalf. Where your application is unsuccessful or if the BUS grant ceases to be available, you will need to pay the difference to us before we can proceed with your installation.

4. Installation Exceptions and Waivers of Liabilities & Guarantees

4.1 In accordance with MCS standards, we will exercise reasonable skill and care when determining suitable locations for your Heat Pump Goods, including pipework and electricals. We may, at your request, choose to relocate components or otherwise deviate from our initial design to achieve specific outcomes. Where we alter our plans to meet your requests, you agree that we are not liable for damages to interior and exterior finished surfaces and adjacent grounds that result from these alterations.

4.2 If your home is equipped with an underfloor heating system connected to your boiler or other primary heat source:

4.2.1 you must provide design & installation documentation. If you cannot provide such documentation, we may cancel your installation and you may lose any non-refundable Deposits paid; and

4.2.2 where we elect to continue with the installation without the requested documentation with your approval, you agree that we make no guarantees as to the future performance of your underfloor heating system.

4.3 At your request we may install or commission your system at a hot water flow temperature that differs from the designed flow temperature. Where we commission your Heat Pump Goods at a different temperature to meet your request, you agree that we do not guarantee system performance for heat output or energy consumption.

4.4 Where your home has pipework or other existing fittings or components whose lifespan may be shortened by the installation of your Heat Pump Goods, we may cancel your installation and refund your Deposit. Where we continue with your installation at your explicit request, you agree that we are not liable for any impacts on these fittings or components.

5. Finance

5.1 If you have applied for finance in order to purchase your Heat Pump Goods, the following terms will apply.

5.2 Finance is offered through Novuna. Novuna is a trading style of Mitsubishi HC Capital UK PLC authorised and regulated by the Financial Conduct Authority. Financial Services Register no. 704348. Registered Office: Novuna House, Thorpe Road, Staines-upon-Thames, Surrey, TW18 3HP. Registered in Cardiff under company no. 1630491.

5.3 Octopus Energy Services Limited is authorised and regulated by the Financial Conduct Authority (FCA), Firm Reference Number 1033722. We act as a credit broker and not a lender. Company number: 10434397. Registered address: UK House, 5th Floor, 164–182 Oxford Street, London, W1D 1NN. You agree to us sharing your personal data with Novuna where you wish to apply for financing from them.

5.4 The finance agreement shall be between you and Novuna. Novuna can arrange terms of 5, 6, 7, 8 and 10 years at a fixed interest of 9.9% APR. Acceptance of your application for finance shall be at Novuna’s absolute discretion.

5.5 In order to be eligible for consideration by Novuna for the provision of finance, you must:

5.5.1 be 18 years old or older;

5.5.2 be in permanent, paid employment (over 16 hours a week), retired and receiving a pension, be a houseperson with a partner in permanent paid employment or be self employed;

5.5.3 be a UK resident for a minimum of three years prior to application;

5.5.4 be able to provide acceptable proof of identification;

5.5.5 make payments by direct debit; and

5.5.6 be purchasing the Heat Pump Goods for personal, not business, use.

5.6 In order to make a credit application with Novuna you must (a) read and accept their privacy notice which will be provided as part of the application, (b) provide and verify your direct debit instructions, and (c) comply with any other terms and conditions that Novuna require to provide the finance.

5.7 In the event that you intend to make alterations to your Heat Pump Goods subsequent to finalising your finance agreement, resulting in an increased borrowing amount, you will need to initiate the finance application process again. This is because the finance offer will be based on your final price. Please note that this may impact the delivery and installation dates we have provided you with.

5.8 In the event that you move property after the Goods have been installed, the original credit agreement entered into with Novuna will remain in effect. You remain fully liable for all repayments in accordance with the terms of their finance agreement, regardless of any changes in property ownership or occupancy.

5.9 You acknowledge and agree that to the extent we agree to provide you with a refund of any sum in relation to your Heat Pump Goods (other than the deposit referred to in paragraph 5.9 of the Contract Terms), we are required to pay such sum to Novuna by way of a reduction to your outstanding finance balance, rather than to pay such sum to you directly.

5.10 As we have no direct relationship with the finance product, we are unable to address any finance-related queries and/or complaints, and you will need to reach out to Novuna directly. Their details can be found here. We accept no responsibility for nor any liability in relation to the financing of your product.

5.11 Retrospective interest adjustments will not be applied following the release of new products. All interest rates and conditions are subject only to the terms in effect at the time of original agreement or purchase.

5.12 If you have taken consumer finance and wish to amend the delivery address from that of your original credit application, then you must provide a proof of address for the amended address provided. Novuna will then have the final say over whether they can send the Heat Pump Goods to your updated address.

5.13 Novuna require a signed confirmation of delivery and installation of your Heat Pump Goods (a Confirmation Note). If this is not provided at the point of delivery and/or installation we’ll follow up by email and phone call, and you hereby agree to provide us with such confirmation promptly upon our request. We reserve the right to uninstall and remove your Heat Pump Goods if you fail to provide us with this Confirmation Note within 30 days of our first request.

5.14 Any fees which are charged to us as a result of changes to your information or decisions following completion of the consumer credit arrangements will be charged to you. For example:

5.14.1 If you cancel your contract for the Heat Pump Goods you will automatically cancel your application for consumer finance, and Novuna will charge a £28 administration charge;

5.14.2 if you wish to reschedule the payments of your consumer financing arrangements, please be aware that Novuna will charge an administration cost of £28 for each month your first payment is postponed;

5.14.3 charges which may be applied for missed or late payments, including:

5.14.3.1 a charge for recalled direct debits of £22;

5.14.3.2 a charge for returned or recalled checks of £25;

5.14.3.3 a charge for an issue of a default notice of £25; and/or

5.14.3.4 a charge for the issue of a letter notifying a breach of your credit agreement of £25.

6. Contact Us

6.1 We hope you don’t have any issues with your Heat Pump Goods, but if you do wish to contact us, please email heat@octopus.energy or call us on 0808 196 6842 and we will do our best to resolve the issue with you. Further details on our complaints policy can be found at https://octopus.energy/unhappy-home-tech/

Heat Pump General & Product Terms Version 7 - updated on 27 August 2025.