Please read our Terms & Conditions of Service before placing an order or confirming an installation.
“Acceptance Letter” means the letter signed by you in order to accept the Quotation and these terms and conditions.
“Improvement(s)” means the improvements referred to in the Quotation, which we have agreed to supply and install at your Property.
“Property” means the property where the Improvement(s) will be installed, the address of which is set out in the Quotation.
“Quotation” means the quotation for the Improvement(s) provided by us.
“us”, "our" or “we” means YES Energy Solutions.
“you”, "your" means the customer referred to in the Quotation.
2. Your responsibilities to get permissions and consents
You must obtain all necessary permissions and consents in relation to the Improvements (including but not limited to mortgage company, insurer, local planning authority, conservation area and/or listed building consent) and where appropriate ensure we are in receipt of a copy.
3. Appointments and preparing for the installation
Appointments and start dates are scheduled and given in good faith. We will endeavour to keep them, but cannot guarantee to do so. Where you are required to make preparatory arrangements before installation, these need to be done before our planned start date. You must notify us at least 24 hours before our planned start date if you are not fully prepared for us to start work. If you do not we may charge you for any costs we incur.
4. Installation of the Improvement(s)
4.1 You must give us (and our sub-contractors) access to the relevant area(s) of your Property so that we can install your Improvement(s). You must ensure that there is an adequate supply of water and electricity (and gas if this is normally supplied) to your Property and allow us to use reasonable amounts of these free of charge so that we can install your Improvement(s).
4.2 You will ensure that the Property is clean and safe for our workers.
4.3 We are not responsible for any existing faults or defects relating to the structure, plumbing, electrics, heating or any other part of the Property or for any redecorating which is necessary as a result of our work.
4.4 If we find faults, defects or other problems which mean that we will need to do additional work we will provide you with a cost estimate for that additional work. You may choose whether or not to accept our estimate. If you decide not to accept our estimate then either of us may cancel this Agreement by sending the other party written notice. If this Agreement is cancelled for this reason we may charge you for all work we completed before this Agreement was cancelled.
4.5 If we are not able to start or complete the installation of any of your improvement(s) because of things beyond our control (for example, poor weather conditions), this is not something you could hold us responsible for, but the contract would remain valid for any improvement(s) already installed.
4.6 We may use sub-contractors to install Improvement(s).
4.7 Once you have checked that your Improvement(s) have been installed satisfactorily you must sign a certificate of completion that we will give to you, to confirm the Improvement(s) have been completed satisfactorily.
We will provide you with a guarantee on completion. This will set out your rights against us in relation to any defects in the design, workmanship and materials in our work after they are complete.
6. Paying for your Improvement(s)
6.1 The total price you must pay us for the supply and installation of your Improvement(s) is set out in the Quotation. We normally require you to pay part of the price as a deposit on acceptance of the quotation. Payment in full will become due on completion and you must pay us immediately. We reserve the right to charge interest on late payments. Full title on the installation will only pass to you once your final payment has cleared.
6.2 If you have chosen to finance all or part of the supply and installation of your Improvement(s) by credit, the credit agreement which you have signed will set out how much you will need to repay. If you cancel your credit agreement then you may need to make other arrangements to pay for your Improvement(s). Cancelling your credit agreement may result in the cancellation of this Agreement.
7.1 You may cancel this Agreement within 14 days starting on and including the day on which you sign the Acceptance Letter unless we have already started installing the Improvements with your agreement or we have provided you with goods that have been personalised to the Property. If you wish to cancel during this time, you must tell us in writing by sending us a letter or an email. We will refund your deposit within 14 days of receiving your cancellation.
7.2 We will have a right to cancel this Agreement if you breach it or if we become aware that any information provided by you before entering into it is false or incomplete. If we cancel we will send you written notice. If this happens, you will have to pay us an amount to cover the costs we have incurred in meeting our responsibilities under this Agreement until the date of cancellation including for any Improvement(s) installed.
7.3 We may cancel this Agreement for any other reason at anytime before the installation of your Improvement(s) start. If we cancel we will send you written notice. If this happens, we will each be responsible for any costs we have incurred in meeting our responsibilities under this Agreement until the date of cancellation.
7.4 We are obliged to delay or halt any works if there is any evidence of bat roosts at the Property. A full ecological survey would be required before any works can be resumed and you will have to pay for the cost of this survey.
7.5 If we start the installation at your property and then find the structure of your building is not suitable for the works we have agreed to carry out then we will be allowed to cancel this contract.
8. Complaints Procedure
At YES Energy Solutions, we are committed to providing an excellent customer experience. As a Community Interest Company whose mission is to alleviate fuel poverty across the UK, customer satisfaction is at the heart of everything we do.
However, in the event you are dissatisfied with the service you have received from us or our installer network, we urge you to get in touch and we will aim to resolve this as thoroughly and quickly as possible.
Once received, we will contact you if we need more information.
We will aim to resolve the problem within one working day if possible.
If your complaint requires further action, it will be escalated to the appropriate manager and we will aim to resolve the issue within ten working days.
If you would like to leave a complaint, please get in touch through one of the following methods, leaving your full name and best contact number:
If you are not happy with the way in which we have handled your complaint you can contact the following organisations:
For unresolved complaints relating to renewable energy technologies contact RECC. The RECC consumer code offers an arbitration and conciliation service if your complaint remains unresolved once you have progressed through our complaints procedure.
For unresolved complaints for any other Improvement(s) such as insulation or heating, you can contact our Green Deal certification body NICEIC once you have progressed through our complaints procedure.
You can contact NIC EIC here:
NIC EIC Head Office Warwick House Houghton Hall Park Houghton Regis Dunstable LU5 5ZX
9.1 We will not be responsible for the following whether intort (including for negligence), contract, misrepresentation or otherwise:
9.1.1 any costs or losses you sustain or incur arising as a result of the performance of our obligations under this Agreement being prevented or delayed by any of your breaches of this Agreement, negligence or other acts or omissions whatsoever;
9.1.2 any costs or losses you sustain or incur as a result of any event or circumstance beyond our reasonable control;
9.1.3 any reasonable loss of use, loss of profit, loss of opportunity or similar losses or any reasonable loss of anticipated savings; and
9.1.4 any losses that were not foreseeable on the date of this Agreement.
9.2 Our total liability under or in connection with this Agreement is the total price stated in the Quotation.
9.3 If scaffolding is required to install your Improvement(s), we cannot be held responsible for any unauthorised use of the scaffolding out of normal working hours when our installers are not on site.
9.4 We will avoid damaging your possessions during the installation but we would ask you to remove items such as potted plants or other delicate items that may be in the vicinity of the works.
10. Other Provisions
10.1 This Agreement consists of the Quotation, the Acceptance Letter and these terms and conditions.
10.2 This Agreement excludes and takes priority over any inconsistent comments, statements, or terms referred to or contained in any communication we have had with you.
10.3 We may together decide to vary this Agreement but only if the variation is in writing and agreed between us.
10.4 A waiver of any right under this Agreement is only effective if it is in writing.
10.5 We may assign any of our rights under this Agreement without your consent. You may assign your rights under this Agreement with our prior written consent.
10.6 This Agreement is for the benefit of the parties to it and (where applicable) their permitted assigns. It is not intended to benefit, or be enforceable by, anyone else.
For more information please call our customer services team on 01422 880100(office hours 9am - 5pm, Mon - Fri)