1. Introduction

These Terms & Conditions govern the supply, design, installation and commissioning of renewable energy systems by Pro-NRG Renewables Ltd (“Pro-NRG”, “we”, “us” or “our”) to residential customers (“the Customer”, “you” or “your”).

These Terms apply to all solar photovoltaic (Solar PV) systems, battery storage systems and electric vehicle (EV) charging installations supplied and installed by Pro-NRG Renewables Ltd.

By accepting a quotation, signing a contract, paying a deposit or otherwise instructing Pro-NRG Renewables Ltd to proceed with works, you agree to be bound by these Terms & Conditions.

2. Company Information

Pro-NRG Renewables Ltd

Company Number: 17070884

Registered Office:

Unit 8 Bowker House
Lee Mill Bridge
Ivybridge
England
PL21 9EF

Email:
enquiries@pro-nrg.co.uk

Pro-NRG Renewables Ltd operates throughout the South West of England including Devon, Cornwall, Somerset and Dorset.

3. Accreditation & Industry Standards

Pro-NRG Renewables Ltd is committed to maintaining the highest standards of workmanship, customer service and regulatory compliance.

Where applicable, installations may be completed in accordance with:

• Renewable Energy Consumer Code (RECC)
• Microgeneration Certification Scheme (MCS)
• NICEIC Standards
• TrustMark Requirements
• Current Building Regulations
• Current Electrical Regulations
• Distribution Network Operator (DNO) Requirements
• Manufacturer Installation Standards

Where industry standards, regulations or certification requirements change after contract acceptance, Pro-NRG reserves the right to amend installation methods and specifications to ensure continued compliance.

4. Website Information & Online Pricing

Information contained on the Pro-NRG website, social media platforms, marketing materials, quotations, calculators and promotional literature is provided for general guidance only.

While every effort is made to ensure information is accurate and up to date, Pro-NRG does not guarantee that all information will remain current at all times.

All online estimates, pricing tools, system configurators and indicative quotations are provided for guidance only and do not constitute a legally binding offer.

Final system specifications and pricing are subject to:

• Technical survey
• Roof assessment
• Electrical assessment
• Equipment availability
• DNO requirements
• Structural considerations
• Access requirements
• Design review
• Regulatory compliance requirements

A contract is only formed once a formal quotation has been accepted and confirmed by Pro-NRG.

5. Surveys & Property Assessments

All surveys provided by Pro-NRG are offered free of charge.

The purpose of a survey is to determine whether the property is suitable for installation and to verify the information used during the quotation process.

The Customer agrees to provide accurate information regarding:

• Property ownership
• Roof type
• Roof age
• Existing electrical systems
• Metering arrangements
• Property access
• Existing renewable technologies
• Energy consumption

If information provided during the quotation process is inaccurate, incomplete or misleading, Pro-NRG reserves the right to amend the quotation accordingly.

Where a survey identifies additional work, equipment or services that were not reasonably foreseeable at quotation stage, revised pricing may be issued before installation proceeds.

If agreement cannot be reached regarding revised costs, either party may cancel the contract and any payments made shall be refunded in accordance with applicable cancellation provisions.

6. System Design

All designs produced by Pro-NRG remain the intellectual property of Pro-NRG Renewables Ltd unless otherwise agreed in writing.

System designs are created using information available at the time of design and may be amended following:

• Survey findings
• DNO requirements
• Structural assessments
• Equipment availability
• Manufacturer updates
• Regulatory changes

Pro-NRG reserves the right to substitute products with equivalent or superior alternatives where reasonably necessary.

Any significant changes affecting performance, specification or pricing will be communicated to the Customer before installation proceeds.

7. Solar Generation Estimates

Any projected generation figures, savings estimates, self-consumption forecasts, export forecasts, return-on-investment calculations or payback estimates are illustrative only.

Such projections are based on assumptions including:

• Historical weather data
• Property orientation
• Roof pitch
• Occupancy patterns
• Energy usage assumptions
• Export tariff assumptions

Actual system performance may vary.

Pro-NRG does not guarantee:

• Energy savings
• Export income
• Return on investment
• Payback periods
• Future electricity prices
• Future export rates

Solar generation forecasts are estimates only and are not guaranteed.

8. DNO Applications

Where required, Pro-NRG will manage applications to the relevant Distribution Network Operator (DNO).

This may include:

• G98 notifications
• G99 applications
• Export limitation applications
• EV charger notifications
• Other grid connection approvals

Approval timescales are outside the control of Pro-NRG.

Installation dates may be delayed pending DNO approval.

Pro-NRG accepts no liability for delays arising from DNO processing times, requests for further information or refusal of applications.

Where DNO requirements result in additional costs, these costs may be passed to the Customer following consultation and approval.

9. Access, Scaffolding & Additional Equipment

The Customer must provide safe and reasonable access to the property for surveys, deliveries, installation works and inspections.

Where specialist access equipment is required, including:

• Scaffolding
• Cherry pickers
• Mobile elevated work platforms
• Road closures
• Traffic management
• Crane lifts
• Specialist roof access systems

additional charges may apply.

If such requirements are identified after quotation but before installation, revised pricing may be issued.

The Customer may cancel the contract if they do not wish to proceed with additional access costs.

10. Roof Suitability & Structural Condition

Pro-NRG will undertake a visual assessment of the roof during the survey process.

However, Pro-NRG is not a structural engineering company and does not undertake invasive inspections of roof structures unless specifically commissioned to do so.

The Customer acknowledges that Pro-NRG cannot be held responsible for:

• Existing roof defects
• Deteriorated roof coverings
• Damaged felt or membranes
• Defective battens
• Timber decay
• Hidden structural weaknesses
• Existing leaks
• Existing water ingress

Where defects are identified before or during installation, works may be suspended until remedial works have been completed.

Any remedial works required are the responsibility of the Customer unless otherwise agreed in writing.

11. Installation Process

Pro-NRG Renewables will use reasonable endeavours to complete installations on the agreed dates. However, installation dates are estimates only and may be affected by factors outside of our control, including adverse weather conditions, equipment availability, DNO approvals, health and safety requirements or unforeseen site conditions.

The Customer agrees to provide reasonable access to the property throughout the installation process, including access to roof spaces, loft areas, consumer units, meters and any other locations relevant to the installation.

Installation works may involve drilling, cable routing, fixing equipment to walls, roofs or other structures and the installation of surface-mounted containment. Whilst Pro-NRG will take reasonable care to minimise disruption and maintain a tidy working environment, some minor cosmetic impact may be unavoidable.

Where additional work is identified during installation that was not reasonably foreseeable during the survey process, Pro-NRG reserves the right to pause works and discuss the situation with the Customer before proceeding.

Upon completion of the installation, the Customer will be given the opportunity to inspect the works and raise any concerns before the project is deemed complete.

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12. Customer Responsibilities

The Customer is responsible for ensuring that all information provided to Pro-NRG is accurate and complete.

The Customer must ensure that safe and reasonable access is available to the property for surveys, deliveries, installations, inspections and any subsequent visits required to fulfil the contract.

Where permissions, licences or approvals are required, including landlord consent, freeholder consent, planning permissions or listed building approvals, it is the Customer’s responsibility to obtain these prior to installation unless otherwise agreed in writing.

The Customer must ensure that appropriate parking arrangements are available for installation personnel and delivery vehicles. Any parking charges, permits or restrictions must be disclosed before installation.

The Customer is responsible for ensuring that pets, children and vulnerable persons are kept away from active work areas during installation.

Failure to provide access or comply with customer responsibilities may result in delays, additional costs or rescheduling charges.

13. Payments & Finance

Unless otherwise agreed in writing, payment terms shall be as follows:

• 25% deposit upon acceptance of the quotation.
• 35% payable prior to installation commencing.
• 40% payable upon practical completion of the installation.

All deposits shall be protected in accordance with applicable RECC requirements where required.

Payment of any outstanding balance shall become due immediately upon completion of the installation unless alternative arrangements have been agreed in writing.

Pro-NRG reserves the right to suspend works, withhold commissioning documentation, certification or warranty registration where outstanding payments remain unpaid.

Where finance is selected, Pro-NRG may introduce the Customer to an approved third-party finance provider. Any finance agreement entered into shall be governed by the terms and conditions of the finance provider and shall constitute a separate agreement between the Customer and the lender.

If installation is delayed by the Customer for a period exceeding 90 days following contract acceptance, Pro-NRG reserves the right to review and amend pricing to reflect changes in equipment costs, labour costs, regulatory requirements or market conditions.

14. Bird Protection

Bird protection systems are not included as standard unless specifically stated within the quotation.

Where requested by the Customer, bird protection measures may be supplied and installed as an optional upgrade at additional cost.

Pro-NRG cannot be held responsible for issues arising from birds, nesting activity, debris accumulation or animal ingress where bird protection has not been included within the agreed scope of works.

Where bird protection is installed, Pro-NRG does not guarantee that all future bird activity will be prevented.

15. Internet Connectivity & Monitoring

Many modern renewable energy systems include online monitoring platforms, mobile applications and remote diagnostic capabilities.

The Customer is responsible for providing and maintaining a suitable internet connection where required for commissioning, monitoring and operation of connected equipment.

Where internet connectivity is unavailable, interrupted or subsequently removed, certain monitoring functions, remote diagnostics, firmware updates or app-based functionality may be limited or unavailable.

Pro-NRG accepts no responsibility for monitoring interruptions or reduced functionality caused by internet service failures, network changes or customer equipment.

16. Photography, Drone Imagery & Marketing

Pro-NRG may take photographs, videos and drone imagery of installations before, during and after completion.

Such imagery may be used for:

• Installation records
• Quality assurance
• Compliance requirements
• Health and safety purposes
• Staff training
• Warranty support

Marketing use of identifiable customer properties will only occur where appropriate consent has been obtained.

Customers may withdraw marketing consent at any time by contacting Pro-NRG in writing.

The withdrawal of consent will not affect the use of photographs or imagery retained for compliance, operational or legal purposes.

17. Warranties

Products supplied by Pro-NRG are typically covered by manufacturer-backed warranties, the length and scope of which vary between manufacturers and products.

Warranty details will be provided as part of the quotation and handover documentation.

In addition to manufacturer warranties, Pro-NRG provides a two-year workmanship warranty covering installation workmanship carried out by Pro-NRG personnel or approved subcontractors.

Warranty coverage does not extend to:

• Accidental damage
• Misuse or neglect
• Unauthorised alterations
• Third-party modifications
• Acts of nature
• Pest or animal damage
• Internet or communication failures
• Existing defects in the property

The Customer must notify Pro-NRG of any warranty claim within a reasonable period after becoming aware of the issue.

Warranty obligations may be void where systems have been modified, tampered with or repaired by unauthorised third parties.

18. Cancellation Rights

Customers entering into contracts away from business premises or online may benefit from cancellation rights under the Consumer Contracts Regulations 2013.

The Customer has the right to cancel the contract within 14 days of signing without providing a reason.

Cancellation requests must be made in writing to enquiries@pro-nrg.co.uk.

Where the Customer expressly requests installation work to commence within the 14-day cancellation period, the Customer acknowledges that cancellation rights may be reduced or lost once installation work has commenced or been completed.

Any refunds due following cancellation will be processed in accordance with applicable consumer protection legislation.

19. Complaints Procedure

Pro-NRG is committed to delivering excellent customer service and resolving complaints fairly and efficiently.

If a Customer is dissatisfied with any aspect of our service, they should contact us as soon as possible so that we can investigate and attempt to resolve the matter.

Complaints should be submitted in writing to:

enquiries@pro-nrg.co.uk

Pro-NRG will acknowledge complaints promptly and aim to provide a full response within a reasonable timeframe.

Where a complaint cannot be resolved directly, Customers may have access to independent dispute resolution services available through relevant accreditation schemes, including RECC where applicable.

20. Limitation Of Liability

Nothing within these Terms & Conditions shall exclude or limit liability for death or personal injury caused by negligence, fraud or any liability that cannot legally be excluded.

Subject to the above, Pro-NRG’s total liability arising under or in connection with the contract shall not exceed the total contract value paid by the Customer.

Pro-NRG shall not be liable for:

• Indirect losses
• Consequential losses
• Loss of profits
• Loss of business
• Loss of revenue
• Loss of opportunity
• Future energy costs
• Future tariff changes

Pro-NRG shall not be responsible for future reductions in system performance caused by vegetation growth, neighbouring developments, shading, roof alterations, satellite installations or any other changes occurring after installation.

21. Force Majeure

Pro-NRG shall not be liable for any delay, failure or inability to perform its obligations where such delay or failure results from events beyond its reasonable control.

Such events may include severe weather, natural disasters, fire, flood, war, terrorism, industrial disputes, pandemics, supply chain disruptions, utility failures, governmental restrictions or acts of third parties.

Where a force majeure event occurs, Pro-NRG shall be entitled to a reasonable extension of time to perform its obligations.

22. Governing Law

These Terms & Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.

Any dispute arising from or relating to these Terms & Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

23. Data Protection

Pro-NRG Renewables processes personal information in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Information provided by Customers will be used for the purposes of providing quotations, designing systems, delivering installations, fulfilling contractual obligations, complying with regulatory requirements and providing ongoing customer support.

Further information regarding how personal information is collected, processed and protected can be found within the Pro-NRG Renewables Privacy Policy available on our website.

By entering into a contract with Pro-NRG Renewables, the Customer acknowledges that their personal information may be processed for the purposes outlined within our Privacy Policy.