Your heat pump installation T's & C's

1.Introduction

1.1 These terms and your Fast Quote and (if applicable) any Additional Works Quote shall form the contract between you and Octopus Energy Services Limited (company number 10434397) (“we”, “us”, “our” and “Octopus”) for the installation of your heat pump system.

1.2 For the purposes of these terms, “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.

1.3 These terms are based on the information you have provided to us in your online application form. If any of this information changes you must let us know immediately as it may impact your Fast Quote and/or our ability to complete your installation. By completing an application form you confirm that you agree to be bound by these terms.

2. Eligibility

2.1 To be eligible for us to install a heat pump system at your property you must accurately complete our application form in full, have the legal right to have the heat pump system installed (both internal and external to your home) and obtain any required planning or building approvals required for your installation (collectively referred to as the “Eligibility Criteria”).

2.2 If any of the Eligibility Criteria have not been satisfied, we will not complete the installation until they are (assuming the heat pump and/or associated components have not already been installed). Where your heat pump system has already been installed either in part of in full:

(a) you shall be liable for all costs of the installed heat pump system parts and their installation; and

(b) you shall be liable for all costs of materials deemed unfit for future use regardless of whether they have been installed at your property yet; and

(c) you shall indemnify us for all claims, liabilities, costs losses and expenses (including third party claims and legal fees that we may incur arising from or in connection with the installation of the heat pump and/or associated components).

3. Our Charges and Boiler Upgrade Scheme (“BUS”) Application

3.1 If we consider your property is likely to be suitable for an air source heat pump system, we will provide you with a price for this work (the “Fast Quote”). The Fast Quote is a fixed price which entitles you to the following Standard Installation Service components and materials:

(a) Daikin Altherma® series air-source heat pump, or similar Daikin model as deemed appropriate by our home heating technical experts

(b) Daikin hot water cylinder, or similar heat-pump compatible cylinder as determined by

(c) Compatible and appropriately sized radiators to meet required heat output

(d) All necessary plumbing and electrical materials required to fit a properly functioning heat pump system to your home

3.2 Your Fast Quote price covers all necessary labour to complete your Standard Installation, which is an installation requiring only minor modifications to your home’s interior and exterior finished surfaces and adjacent grounds. Standard Installation labour does not include major modifications to your home’s existing pipework, any underground works (see Clause 4.1).

3.3 The Fast Quote does not include 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. Where we are not allowed to do so, your DNO may levy a separate charge.

3.4 Any Fast Quote we provide constitutes our fixed price for a standard installation that meets or exceeds Microgeneration Certification Scheme (MCS) standards and is not subject to reduction or discount due to any customer-requested modification of the system design.

3.5 Any Fast Quote that we provide will be valid and guaranteed for thirty (30) days. After such time, we may, at our discretion, elect to issue a new Fast Quote for your home.

3.6 To accept the Fast Quote and proceed with the installation of a heat pump system, you must make a £500 deposit via a payment system provided to you via webpage or email. This deposit is fully refundable in line with Section 4.

3.7 Where you wish to apply for the government Boiler Upgrade Scheme (BUS) grant, we will use the information you provide us to submit the application 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. Site Survey & Suitability

4.1 Even where you meet the Eligibility Criteria, there may be other factors which would prevent us from completing the installation or which would require additional works to be carried out first. We will therefore conduct an on-site survey following the payment of your deposit in line with Clause 3.4, to assess whether your property is suitable for our Standard Installation Service. We will advise you if we are unable to proceed with a Standard Installation.

4.2 Where we identify that your home is not eligible for our Standard Installation Service, but that an installation is possible provided additional works are completed (“Additional Works”), we shall contact you and provide you with a quote for the cost of this in the form of an “Additional Works Quote” or in the form of an amended final sale price in your sale contract (“Contract Pack”).

4.3 You may elect to accept the Additional Works Quote or Contract Pack via a link provided to you by web or email. Payment will due upon completion of the heat pump installation. Should you not wish to accept the Additional Works Quote or the Contract Pack, we will refund your deposit in full.

4.4 Where we identify factors that prevent us from completing an installation even with additional works, we will refund your deposit in full.

4.5 Where we deem your home to be suitable for an air source heat pump installation in accordance with our Standard Installation Service criteria and any required Additional Works, we will perform the installation with reasonable skill and care, in a good and workmanlike manner and in accordance the standards set by the Microgeneration Certification Scheme (MCS). We shall comply with all applicable laws.

4.6 Any changes to the specified schedule of materials and components, including any requested third-party components or materials, will be fully at our discretion.

4.7 We will not make use of components or materials that cause, or are likely to cause, the installed system to fail to meet MCS standards.

5. Cooling off period and Rescheduling Your Installation Date

5.1 You have a 14-day “cooling off period” that runs from the day you accept these terms and conditions. During that time you can cancel this contract and we will refund any money you have paid, provided that our engineers have not already carried out your installation.

5.2 You agree that we can, at your request, start work before the end of the cooling off period. Where you ask us to do this, you agree that we can charge you for any goods delivered or services carried out by us up to the point you notify us that you wish to terminate this Agreement per clause 2.2.

5.3 After your 14-day “cooling off period” has expired, you may request a refund of your full deposit less applicable charges for any goods delivered or services carried out by us up to the point you notify us that you wish to terminate this Agreement per clause 2.2.

5.4 You may reschedule your installation date, but you must give us at least 2 working days’ notice if you want to do this, or we may, at our discretion, charge you a fee of up to £150. To reschedule your appointment or cancel this contract please call us on 0808 196 7511.

6. Your Obligations

6.1 You agree to:

6.1.1 promptly provide us with any information we request and comply with our reasonable requirements.

6.1.2 make all necessary preparations to your home for your installation as set forth in your Contract Pack.

6.1.3 comply with all planning legislation regarding the installation of your air source heat pump system.

6.1.4 provide us with safe, free and unobstructed access to your property to carry out the installation.

If you fail to cooperate with us or meet the aforementioned standards, we may cancel or delay your installation and charge you a cancellation fee of up to £150.

6.2 You are responsible for paying us for your Fast Quote, Additional Works Quote and/or Contract Pack in accordance with the terms of any invoice provided by us. If you do not pay an invoice on time, we will use reasonable endeavours to contact you and resolve the non-payment. Should your invoice remain unpaid, we may:

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

6.2.2 where you have entered into a credit agreement with us, provide information about your non-payment to credit reference agencies, which may impact your ability to get credit in the future;

6.2.3 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; and/or

6.2.4 charge interest at the rate of 4% above the Bank of England Bank base rate at the relevant time on all outstanding charges from the date the charges first became overdue until the date you make payment of such charges.

7. Warranty

7.1 Your heat pump comes with a 5-year warranty from the manufacturer. We will assign the benefit of this warranty to you upon completion of your installation and will provide you with details on how you can claim.

7.2 We provide a 2-year warranty from the date your system is commissioned on your hot water cylinder, any new radiators we installed, and any new-to-home electrical components installed as part of your heat pump system.

7.3 We guarantee and our workmanship for a period of two (2) years from the date your system is commissioned.

7.4 After we have completed the installation of your heat pump system, you will be responsible for maintaining it to ensure that it continues to operate in good working order.

7.5 Warranties and guarantees do not cover accidental damage, misuse, or failures due to lack of recommended maintenance. We reserve the right to limit our workmanship guarantee where another company or individual, regardless of credentialing or licensure, conducts subsequent work on the system.

8. Complaints

8.1 We hope you don’t have any need to complain, but if you do wish to make a complaint, please email heat@octopus.energy or phone us on 0808 1966 842 for any issues before installation, and 0808 175 1696 for any issues after installation. Call between 9am and 5pm, Monday to Friday and we will do our best to resolve the issue with you.

9. Your Information

9.1 You agree that we may use any personal data that you provide to us in accordance with our Privacy Policy which is available on our website at https://octopus.energy/policies/privacy-policy/, and as set out in these terms.

10. Liability

10.1 We will not be liable to you for:

10.1.1 Any loss due to circumstances beyond our control (Force Majeure event);

10.1.2 Any loss which is indirect, consequential, economic or financial including loss of profit, revenue, goodwill, business, contractor wasted expenses;

10.1.3 Any loss which was not or could not have been reasonably foreseen even if we, our employees, subcontractors or agents did not follow these terms; or

10.1.4 Any loss suffered as a result of the act or omission of a third party; and

10.1.5 Any losses that arise due to your act, omission negligence or default.

10.2 If you suffer any loss or damage, our responsibility to you will be limited to the cost of the goods and services provided to you under this agreement, up to a maximum of £7,500.

10.3 We do not limit or exclude liability for death or personal injury caused by our negligent acts or omissions.

11. General

11.1 We may transfer, subcontract, assign or novate any or all of our rights (including the right to recover the charges) or obligations under this contract without your consent. This will not affect your rights under this contract.

11.2 You may not transfer the contract or any of your rights under it without first obtaining our written consent.

11.3 If we do nothing, or delay taking action, if you breach this contract, we will still be entitled to take action later if we wish.

11.4 Notices to you under this 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. Notices to us under this 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 hello@octopusenergy.com.

11.5 If any part of this contract is invalid or is void or unenforceable, it shall not affect the rest of the contract.

11.6 The laws of England and Wales apply to this contract and any disputes arising shall be dealt with exclusively by the English courts.

Version 3 - Updated 1st September 2023