Terms & Conditions

Which parts apply to you: home customers, Parts A and B plus the schedule for your service. Business customers, Parts A and C plus the schedule for your service. Where we work as a subcontractor, the main contractor's subcontract applies (C12).

These terms are in three parts plus service schedules. Part A applies to everyone. Part B adds terms for home customers, and Part C adds terms for business customers. The schedules add terms for particular services. Your written quotation takes priority over these terms.

Part A: General terms (all customers)

A1. About us

Depth of Light Ltd ("we", "us", "our") is registered in England and Wales, company number 13826448, VAT number 470567673. Our registered address is 1 South House, Bond Avenue, Bletchley, Milton Keynes MK1 1SW.

We are MCS certified for solar PV, a NAPIT registered electrical contractor, a member of the Renewable Energy Consumer Code (RECC), and an OZEV-authorised chargepoint installer for residential schemes.

A2. Which terms apply to you

• Home customers are individuals buying for their own home, not for a trade or business. Parts A and B apply.
• Business customers include companies, schools, academy trusts, charities, public bodies, landlords and anyone buying for a trade or business. Parts A and C apply.
• Schedules 1 to 7 apply to the service you have ordered.

A3. Quotations

Prices from our website calculators or given verbally are estimates only. We issue a written quotation after a survey, or after a desktop review where the quotation says so.

A written quotation is valid for 30 days unless it states otherwise. After that, equipment prices may have changed and we may reissue it.

The quoted price is the price you pay. We will not add charges without your written agreement, except as these terms allow (for example, a change you ask for, or a condition we could not reasonably have seen at survey).

Where a quotation includes a separate survey, design or consultancy fee (for example a structural survey, a design-only service or a paid site visit), that fee is payable even if you do not go ahead with the main work.

A4. How a contract is formed

A contract is formed when you accept our written quotation in writing and we confirm we have received your acceptance. You can accept using the online acceptance form, by signing the quotation or our installation agreement, or by email. Verbal acceptance does not form a contract.

A5. Order of precedence

If documents conflict, they apply in this order: your signed installation agreement (if you have one), your written quotation, then the schedule for your service, then Part B or Part C, then Part A. The scope table in the quotation (Included / Excluded / By others) sets out who does what.

A6. Subcontractors and partners

We use approved subcontractors and specialist partners, including qualified electricians, cleaning operatives, accredited energy assessors and an MCS certified heat pump installer. We remain responsible to you for their work under your contract with us.

A7. Standards

We carry out work with reasonable care and skill, in line with BS 7671 (IET Wiring Regulations), Building Regulations Part P where it applies, MCS standards for MCS installations, and manufacturers' instructions.

A8. Insurance

We hold public liability, employer's liability and professional indemnity insurance. Certificates are available on request.

A9. Complaints

Please contact us first by phone or email. We will acknowledge your complaint within 2 working days and give you a full written response within 10 working days. Home customers can then use the routes in B10. Business customers can use the routes in C11.

A10. Data protection

We handle your personal data under UK GDPR and the Data Protection Act 2018, as set out in our Privacy Policy. We may share the data needed to complete your job with our subcontractors, the DNO, MCS, NAPIT, the energy assessor register, your warranty provider and equipment manufacturers.

A11. Our website

Content on depthoflight.co.uk belongs to us or our licensors. You may not reuse it commercially without our written consent. Calculator results are estimates and do not form an offer.

A12. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you are a home customer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

A13. Changes to these terms

We may update these terms. The version that applies to your contract is the one in force on the date the contract was formed. The version number and date are shown at the top of this page and on the PDF copy.

A14. Work on systems installed by others

Where we add to, repair or maintain equipment installed by someone else, we are responsible only for the work we carry out. We are not responsible for the original design, installation or equipment. We do not take over any warranty given by the original installer. If we find the existing system is unsafe or non-compliant, we will tell you and quote to put it right before carrying on.

A15. Photographs and case studies

We take photographs for records, certification and warranty purposes. We will only use photographs or details of your property in marketing, reviews or case studies with your permission, and never with your full address.

Part B: Home customers

Part B applies when you are buying for your own home. Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015.

B1. Payment

Unless your quotation says otherwise, we invoice in these stages:

Where an EV charger or other electrical work is part of a solar, battery or heat pump installation, the whole job follows the 25% / 35% / 40% stages. On those jobs the deposit is never more than 25%.

On a heat pump installation the stages are percentages of your net price after the Boiler Upgrade Scheme grant has been deducted, and no payment of any kind is due before Ofgem has issued your voucher.

Each invoice is payable within 7 days of its date, by bank transfer or card. If you pay late, we may charge interest at 4% a year above the Bank of England base rate on the overdue amount until it is paid.

B2. Deposit protection and insurance-backed guarantee

Deposits and stage payments on MCS installations are protected through our insurance provider, the Independent Warranty Association (IWA). Your workmanship warranty (B7) is also insurance-backed through IWA, so it stays valid if we stop trading. We send you the IWA documents with your handover pack.

B3. Finance

Depth of Light Ltd is an Introducer Appointed Representative (Financial Services Register No. 1061765) of Phoenix Financial Consultants Limited, a credit broker authorised and regulated by the Financial Conduct Authority (FRN 539195). All finance is subject to status. If you pay using finance, your credit agreement is a separate contract with the lender and has its own withdrawal rights.

B4. Your right to cancel

You can cancel without giving a reason within 14 days. If your contract includes supplying equipment, the 14 days run from the day the equipment is delivered to you. For service-only work (for example an EICR, an EPC or panel cleaning), they run from the day the contract is formed.

To cancel, tell us clearly by email to info@depthoflight.co.uk or by post to our address. You can use the cancellation form we send with your quotation, which is also in the Appendix, but you don't have to. We will refund what you have paid within 14 days of your notice.

We will not start work during those 14 days unless you ask us to in writing. If you do, and then cancel, you pay a fair proportion of the price for the work done up to the point you told us.

If you cancel after the 14 days but before installation, you pay our reasonable costs already incurred. This includes equipment ordered specially for you that we cannot return, and any supplier restocking charges. We will show you what those costs are and refund the rest of your deposit.

B5. Access and your home

You confirm you own the property or have the owner's written permission for the work. Please give us safe, clear access on the agreed dates, and tell us about anything we should know (for example asbestos, pets, or recent building work).

If we find a problem we could not reasonably have seen at survey, we will stop, explain it, and agree any extra cost with you in writing before carrying on. This might be an unsafe existing installation, a roof defect or asbestos.

B6. Grid connection (DNO)

Where our quotation includes it, we notify or apply to your Distribution Network Operator (DNO). The DNO decides the outcome, its timing and any charges.

If the DNO refuses the connection, limits export, requires changes or causes a significant delay, we will explain your options and agree any change to price or design with you in writing. If you don't want to go ahead, you can cancel and we will refund what you have paid, less any survey or design fee agreed with you in advance.

B7. Workmanship warranty

The warranty runs from the completion date and covers defects caused by our installation. It does not cover equipment failure (see B8), damage by others, storms or other events outside our control, normal wear, or changes made by anyone else without our agreement.

If you sell your home, the remaining warranty transfers to the new owner. Please tell us the new owner's details so we can update our records.

B8. Manufacturer warranties

Panels, inverters, batteries and chargers carry the manufacturers' own warranties. We register them in your name where the manufacturer allows. During your workmanship warranty we handle manufacturer claims for you.

B9. Our responsibility to you

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking this contract or failing to use reasonable care and skill. Loss is foreseeable if it is obvious it would happen, or if we both knew it might happen when the contract was made.

We are not responsible for losses that were not foreseeable, or for business losses. We do not exclude or limit our liability where it would be unlawful to do so. This includes death or personal injury caused by our negligence, fraud, and your statutory rights.

Savings and generation figures in quotations are estimates based on stated assumptions. They depend on weather, your usage and your tariff, and are not guaranteed.

B10. Complaints and disputes

If we cannot resolve a complaint about an MCS installation between us, you can refer it to the Renewable Energy Consumer Code (RECC). RECC's independent dispute resolution service is provided by CEDR (the Centre for Effective Dispute Resolution). For electrical work you can also contact NAPIT. You can still go to court if you wish.

Part C: Business customers

Part C applies to businesses, schools, trusts, charities, public bodies and landlords. Where the work is a construction contract, the Housing Grants, Construction and Regeneration Act 1996 applies, and C1 to C4 are written to meet it.

C1. Payment stages

Unless your quotation says otherwise, we invoice in these stages:

For larger jobs, the quotation may replace the materials stage with monthly valuations.

C2. Invoices, payment notices and due dates

Each invoice is our payment notice. It shows the sum due and how we worked it out. The due date is the invoice date, and the final date for payment is 30 days after the invoice date.

If you intend to pay less than an invoice shows, you must send a pay less notice no later than 7 days before the final date for payment. The notice must state the sum you consider due and how you calculated it. Please quote your purchase order number if you use one. A missing PO number does not delay the due date.

C3. Late payment

Overdue sums carry interest and fixed compensation under the Late Payment of Commercial Debts (Interest) Act 1998. Interest is currently 8% a year above the Bank of England base rate.

C4. Suspension for non-payment

If a sum is not paid by the final date for payment and no valid pay less notice was given, we may suspend work. We will give at least 7 days' written notice first. The programme is extended by the period of suspension, and we may recover reasonable costs of stopping and restarting.

C5. Retention

We accept retention only where it is agreed in writing in your order, up to a maximum of 3% of the contract price. Retained money is released in full 6 months after completion. Release does not depend on any other contract or on anyone else's performance.

C6. CIS and VAT

Where the Construction Industry Scheme applies, you make deductions according to our verified status. Where the VAT domestic reverse charge applies, our invoice will say so. Otherwise VAT is added at the rate in force. Where a lower VAT rate may apply, for example to buildings used for charitable purposes, you must provide the certificate or evidence needed before we can invoice at that rate.

C7. Your responsibilities

Unless the quotation's scope table says we provide it, you are responsible for:

• Asbestos. Giving us the asbestos register or refurbishment survey for the areas we work in, before work starts.
• Structure and roof. Confirming the roof and structure can take the installation, or instructing the structural survey we quote. Also the condition of the roof covering, unless it is in our scope.
• Consents. Obtaining landlord, planning and listed building consents, and any other permissions.
• Access and site. Safe access to all work areas, parking, a working area, and site rules and inductions.
• Welfare. Toilets, handwashing and rest facilities, where our quotation says site welfare is by others.
• Services. Planned shutdowns of your electrical supply at agreed times.
• CDM. Your duties as client under the Construction (Design and Management) Regulations 2015, including passing on pre-construction information.

If you do not meet these responsibilities and it delays or adds to our work, we may charge the extra costs and extend the programme.

C8. Grid connection (DNO)

Where our quotation includes it, we submit the application to your Distribution Network Operator (DNO). The DNO decides the outcome, its timing, and any charges. Our price does not include DNO reinforcement costs, witness testing charges or delays caused by the DNO, unless the quotation says so.

If the DNO limits export or requires changes, we will discuss the options with you and agree any change to price or design in writing.

C9. Variations, delay and programme

Changes to scope must be agreed in writing, with the price and any programme change, before the work is done. Dates in the programme are our best estimate. We are not responsible for delay caused by weather, the DNO, supply shortages, your other contractors, or events outside our reasonable control. We will tell you as soon as we know of a delay and agree a revised date.

C10. Ownership, risk and performance

Equipment remains our property until the full contract price is paid. Risk in equipment passes to you when it is delivered to site. Please keep it secure and insured.

Generation, self-consumption, savings and payback figures come from design software (such as PV*SOL) using stated assumptions. They are estimates, not guarantees.

C11. Warranty, liability, termination and disputes

Warranty. We give a 2-year workmanship warranty on business work, from the completion date. During that period we handle manufacturer warranty claims, including removal and refitting. Manufacturer warranties are registered in your organisation's name at handover.

Liability. Our total liability under or in connection with the contract is limited to the contract price. Physical damage to property caused by our negligence is limited to the amount covered by our public liability insurance. We are not liable for loss of profit, revenue, savings, grants, contracts or data, or for indirect or consequential loss. Nothing limits liability for death or personal injury caused by negligence, or for fraud.

Termination. Either party may end the contract by written notice if the other becomes insolvent, or commits a material breach and does not put it right within 14 days of notice. If the contract ends, you pay for work done and for materials ordered that cannot be returned.

Disputes. We aim to resolve disputes by discussion between directors first. Either party may refer a dispute to adjudication at any time, under the Scheme for Construction Contracts where the Act applies.

C12. Work as a subcontractor

Where we work as a subcontractor to a main contractor or installer, the subcontract or order agreed with that contractor governs the work. These terms apply only to matters that document does not cover.

Schedule 1: Solar, battery and EV installation

• Survey and design. The design, panel layout and equipment are as set out in the quotation. We may substitute equipment of equal or better specification if an item becomes unavailable, and we will tell you first.
• Roof work. We take reasonable care, but existing tiles, slates or flashings that are brittle, cracked or poorly fixed can break when they are lifted. We replace like-for-like where available. Repairs to existing roof defects are not included unless quoted.
• Scaffolding and access. These are included only where the quotation says so. Scaffold must stay up until we have finished and signed off the roof work.
• Point of connection. The price assumes your existing consumer unit or distribution board and earthing are suitable. If they are not, we will quote the upgrade before carrying on.
• Cable routes and making good. Cable routes are agreed on the day. Making good means filling and plastering to a paintable finish. Decorating is not included.
• DNO notification. We notify or apply to the DNO for connection, as the quotation states (G98, G99 or G100).
• Handover. On completion you receive the relevant documents. These include the MCS certificate, Electrical Installation Certificate, Building Regulations notification, commissioning records, warranty registrations, the user guide and the IWA guarantee (home MCS installations).
• Export payments. You arrange Smart Export Guarantee or other export payments with your chosen supplier. Rates and eligibility are set by the supplier.
• Monitoring. Monitoring apps rely on your broadband and the manufacturer's platform. We will help set them up but cannot guarantee the manufacturer's service.
• EV chargers and grants. Where an OZEV grant applies, the grant is deducted from your invoice and the price depends on the grant being approved. You must give the information OZEV requires. If the grant is refused because the information given was wrong, the grant amount becomes payable by you.

Schedule 2: Electrical work and EICRs

• Existing installations. If we find an existing fault that makes it unsafe to carry on, we will explain it and pause work until it is put right. Remedial work outside the quotation is quoted separately.
• EICRs. An Electrical Installation Condition Report records the condition of the installation on the day of inspection, within the limitations agreed and noted in the report. It is not a guarantee of future condition.
• Dangerous defects. If we find a defect coded C1 (danger present), we will make it safe with your consent. This may mean isolating a circuit, and we will explain why.
• Remedials. Repairs recommended in an EICR are quoted separately and are not included in the inspection price.
• Certificates. Notifiable work is certified and notified under Building Regulations through our competent person scheme. Certificates are issued on completion.

Schedule 3: Solar panel cleaning

• What's included. The panels, areas and access method listed in the quotation. We clean with purified water and soft brushes, with no chemicals or pressure washing, in line with manufacturers' guidance.
• Access and site. You provide the access in the quotation (for example roof access, a man-safe system or MEWP ground space). You also provide an outside water supply where the quotation says so, and a site contact on the day. Schools must tell us about safeguarding and induction requirements in advance.
• Weather and safety. We may postpone because of rain, high wind, ice or other unsafe conditions. We will rebook at no extra charge.
• Existing condition. We photograph the array before and after cleaning. We are not responsible for existing damage or defects we find, such as cracked glass, hotspots, loose cables, perished mesh or pest nesting. We will report them to you and can quote repairs separately.
• Results. Cleaning removes dirt and debris that reduce output. We do not guarantee a particular increase in generation.
• If you're not happy. Tell us within 7 days of the clean and we will return to re-clean any area we missed, at no charge.
• Cancellation (business customers). If you cancel or rearrange with less than 7 days' notice, or we cannot get the access agreed on the day, we charge 5% of the quoted price.
• No workmanship warranty. Cleaning is a service, not an installation, so the Part B7 and Part C11 warranties do not apply to it.

Schedule 4: Maintenance plans

• What's included. Each plan (Monitor, Maintain or Full cover) includes the visits, checks and response times listed in your quotation or plan summary. Response times are measured from when you report the fault to us.
• Term and renewal. Plans run for 12 months and renew automatically for a further 12 months unless cancelled.
• Cancelling. You can cancel by giving at least 30 days' written notice before the renewal date. Home customers can also cancel within 14 days of first signing up, under Part B4.
• Price changes. We may change the plan price at renewal. We will give you at least 30 days' notice, and you can cancel before the new price starts.
• Payment. Plans are invoiced annually in advance, on the payment terms in Part B1 or C2.
• What's not included. Replacement parts, repairs and remedial work found during a visit are quoted separately. Equipment we did not install is covered only to the extent listed in the plan.

Schedule 5: EPCs and air source heat pumps

EPCs

• Energy Performance Certificates are carried out by an accredited Domestic Energy Assessor working with us. Depth of Light Ltd is not itself an accredited assessor.
• The assessor's rating is their independent judgement under the government methodology. We cannot influence or guarantee a particular rating.
• You must give the assessor access to all rooms, the loft and the heating system, plus any evidence of insulation or improvements you want taken into account.
• The certificate is lodged on the government EPC register and is valid for 10 years.
• Advice on improving your rating, including solar or batteries, is general guidance. It does not promise any particular change in rating.

Air source heat pumps

Who does the work. Depth of Light Ltd is your contracting party and all payments are made to us. The heat pump is designed, installed, commissioned and MCS certified by an MCS certified heat pump installer working with us (A6). Depth of Light Ltd is not itself MCS certified for heat pumps. We remain responsible to you for that installer's work under your contract with us.

Boiler Upgrade Scheme (BUS) grant

The Boiler Upgrade Scheme is run by Ofgem in England and Wales. These terms reflect how Ofgem requires the scheme to work.

• The grant is taken off your price. You never pay it and claim it back. Your quotation shows the full price of the installation, the grant amount, and the net price you pay. The grant amount is deducted before you are asked for any payment, including the deposit.
• We apply, not you. The MCS certified heat pump installer applies to Ofgem for the grant voucher in your name and with your written consent. You are named on the application as the property owner. The installation value shown to Ofgem is the full price in your quotation, and the grant deducted from your price is the same amount the voucher is worth. You do not deal with Ofgem yourself, although Ofgem may contact you directly to confirm details or as part of an audit, and you agree to respond if they do.
• Your eligibility declaration. Ofgem requires you to confirm certain things before a voucher can be issued: that you own the property, that the heat pump is replacing a fossil fuel or direct electric heating system, that the property has not already had a Boiler Upgrade Scheme grant, and that the installation is not required by a planning condition. We will ask you to confirm these in writing. If any of them turns out not to be true, or you withdraw your consent, Ofgem will not pay the grant and the full price in your quotation becomes payable.
• No work before the voucher. We do not start the installation until Ofgem has issued the voucher. If the voucher is refused, either of us may cancel at no charge, other than a survey fee agreed in writing in advance. Nothing you have paid is kept.
• Voucher expiry. Vouchers are time-limited by Ofgem and we schedule your installation to be completed and the voucher redeemed inside that window. If the window is missed for a reason within our control, we bear the lost grant and your net price does not change. If it is missed because you were unable to give us access or asked us to delay, we will tell you in writing before the deadline and we will apply to Ofgem for a new voucher where the scheme allows it; if no further voucher can be obtained, the grant amount becomes payable.
• If Ofgem withdraws or claws back the grant after your installation for a reason that is not your responsibility, we bear it. Your net price does not change and we will not come back to you for the difference.
• Grant amounts are set by the government and can change. The amount that applies to you is the one in force when your voucher is issued, and it is the figure stated on your quotation. The scheme covers heat pumps only — there is no Boiler Upgrade Scheme grant for solar panels, batteries or EV chargers, and we will not tell you otherwise.
• Sharing your information. To apply we pass your name, address, contact details, property details and heating system details to the MCS certified installer, to MCS, and to Ofgem. This is necessary to perform your contract and to comply with the scheme rules. See our privacy policy.

Design, performance and warranties

• The heat pump is sized from a room-by-room heat loss calculation to MCS standards. Any existing radiators, pipework, cylinder or controls that the calculation shows are not suitable are listed in your quotation as included, excluded or by others (A5). We cannot guarantee a heat pump will heat your home properly if you decline work the heat loss calculation says is needed.
• Any efficiency, running cost or bill saving figure we give you — including figures from our website calculator — is an estimate based on the design assumptions and energy prices stated with it. It is not a guarantee. Actual performance depends on how you run the system, the weather, and the price of electricity.
• Your MCS certificate is issued in your name and lodged on the MCS database. We give you the commissioning records and handover pack on completion.
• The workmanship warranty for heat pump installations is stated in your quotation. Manufacturer warranties are registered in your name. Manufacturer warranties on heat pumps usually require annual servicing — your handover pack says what yours needs, and the warranty may be void if it is not done.
• Deposit protection and the insurance-backed guarantee under B2 apply to heat pump installations in the same way as to other MCS installations.

Schedule 6: CCTV, alarms and smart home

• Your use of CCTV. If your cameras capture areas beyond your own property, such as a street or a neighbour's garden, you are responsible for using the footage lawfully under data protection law. We will position cameras as you direct and can advise on privacy masking.
• Accounts and apps. Remote viewing, alarm apps and smart home platforms depend on your broadband and the manufacturer's service. You own the accounts, passwords and any subscriptions. We set them up but cannot guarantee a third-party service.
• Monitoring contracts. Any monitoring or keyholding contract is with the monitoring provider, not us, unless the quotation says otherwise.
• Alarms. You are responsible for keeping codes and fobs secure and for false activations caused by use or pets.
• Warranty. Installation carries the 2-year workmanship warranty in Part B7 or C11. Equipment carries the manufacturer's warranty.

Schedule 7: Supply-only goods and plug-in solar

• Supply-only. Where we supply equipment without installing it, you are responsible for its correct installation and use. We are not responsible for faults caused by installation carried out by others. Manufacturer warranties apply.
• Returns for home customers. If you bought at a distance or away from our premises, you can cancel within 14 days of receiving the goods. Return them unused, in the original packaging, within 14 days of cancelling. Unless the goods are faulty, you pay the cost of return. We refund within 14 days of receiving them back.
• Plug-in (balcony) solar. Plug-in kits must be used as the manufacturer instructs, with the correct socket, and must be registered where the product rules require it. They are not MCS installations and are not eligible for MCS certification or the MCS-linked export payments. If we install a plug-in kit, the 2-year workmanship warranty applies to our installation.
• Faulty goods. Your rights for faulty goods under the Consumer Rights Act 2015 are not affected.

Appendix: Model cancellation form

Home customers only. Complete and return this form only if you wish to cancel the contract.

To: Depth of Light Ltd, 1 South House, Bond Avenue, Bletchley, Milton Keynes MK1 1SW · info@depthoflight.co.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following goods [*] / for the provision of the following service [*]:

[*] Delete as appropriate.

Contact

For any questions about these terms, contact us:

Depth of Light Ltd
1 South House, Bond Avenue, Bletchley, Milton Keynes MK1 1SW
Email: info@depthoflight.co.uk
Phone: 01908 714446 · Mon–Fri 08:00–17:00
Company No. 13826448 · VAT No. 470567673