Terms & Conditions

1.1. These terms and conditions ("Terms") govern your use of the Watt & Waves website at https://www.wattandwaves.co.uk ("Website") and the services we offer through it, including our online estimate tool and our installation services.

1.2. By using our Website or requesting an estimate, you agree to these Terms. If you do not agree, please do not use the Website.

1.3. These Terms were last updated on [To be set on publication]. We may update them from time to time — see clause 14 for details.

1.4. If you have any questions about these Terms, contact us:

• Email: Show email
• Phone: Show phone
• Post: Unit 1, Exeter Business Park, Station Road, Exeter, Devon, EX1 0AA

2.1. Watt & Waves is a trading name of Watt & Waves Ltd.

2.2. Our details:

3.1. In these Terms, the following words have the following meanings:

Acceptable use

4.1. You may use our Website for lawful purposes only. You must not:

• Use the Website in any way that breaches any applicable law or regulation
• Use the Website to send or facilitate the sending of unsolicited commercial communications
• Attempt to gain unauthorised access to any part of the Website, the server on which it is hosted, or any connected database
• Use automated tools (scrapers, bots, or similar) to extract data from the Website, except as permitted by law
• Submit false, misleading, or fraudulent information through any form on the Website

Intellectual property

4.2. All content on the Website — including text, images, design, logos, and software — is owned by Watt & Waves Ltd or our licensors and is protected by copyright, trade mark, and other intellectual property laws.

4.3. You may view, download, and print pages from the Website for your personal, non-commercial use. You may not reproduce, distribute, or use our content for any commercial purpose without our written permission.

Your content

4.4. When you upload photos or other content through our forms (for example, roof or consumer unit photos via the survey tool), you retain ownership of that content.

4.5. By uploading content, you grant us a non-exclusive, royalty-free licence to use, store, and process that content for the purpose of preparing your estimate, designing your system, conducting your site survey, and delivering your installation. We will not use your photos for marketing purposes without your separate, explicit consent.

Accuracy of information

4.6. You are responsible for ensuring that the information you provide through our forms is accurate and complete to the best of your knowledge. We rely on this information to generate your Estimate and prepare for your Site Survey. If information you provide is inaccurate, your Estimate and any subsequent Quote may need to be revised.

5.1. Our Website includes an online estimate tool that generates an indicative recommendation based on information you provide about your property, energy usage, and preferences.

5.2. Estimates are indicative only. An Estimate is not:

• A binding offer or commitment by us
• A formal Quote
• A guarantee of price, system size, energy generation, or savings

5.3. The Estimate is generated automatically based on general assumptions and the information you provide. Actual system design, pricing, energy generation, and savings depend on factors that can only be assessed during a Site Survey, including:

• Roof condition, orientation, pitch, and shading
• Electrical infrastructure (consumer unit capacity, cable routing)
• Access constraints
• Local planning requirements
• DNO (Distribution Network Operator) connection requirements

5.4. An Estimate is valid for 30 days from the date it is generated. After this period, pricing and product availability may have changed.

5.5. We may withdraw or modify the Estimate at any time before a formal Quote is issued.

5.6. For more information about how our estimate tool uses your data, see our Privacy Policy, section 9 (Automated Decision-Making and Estimates).

When a contract is formed

6.1. A Contract between you and us is formed only when you accept a formal Quote that we have issued following a Site Survey. The Contract is on the terms set out in the Quote and these Terms.

6.2. The sequence is:

1. You request an Estimate via our Website (no commitment)
2. You book a free Site Survey (no commitment)
3. We conduct the Site Survey and issue a formal Quote (our offer to you)
4. You accept the Quote in writing (the Contract is formed)

6.3. No contract for installation services is formed through the Website alone. Completing the quote form or receiving an Estimate does not create a contract.

What the Quote includes

6.4. Every Quote will clearly set out:

• The system design and specifications (equipment make, model, quantity)
• The scope of work (survey, design, installation, commissioning, monitoring setup, Evidence Pack)
• The total fixed price (inclusive of VAT where applicable)
• Payment terms (deposit, stage payments, final payment)
• Estimated installation date and timeline
• Workmanship guarantee terms
• Manufacturer warranty terms (passed through)
• Any assumptions or conditions

Payment terms

6.5. Payment terms are set out in each Quote. The standard payment structure is:

6.6. We accept payment by bank transfer and card payment.

6.7. If payment is late, we may charge interest and reasonable recovery costs only where this is clearly stated in your Quote and permitted by law. For consumer contracts, any interest rate must be fair, proportionate, and transparent.

This section explains your cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your 14-day cooling-off period

7.1. If your Contract was formed at a distance (for example, you accepted the Quote by email or over the phone without meeting us in person) or off-premises (for example, you signed the Quote during a home visit), you have the right to cancel the Contract within 14 days without giving any reason.

7.2. The 14-day cancellation period starts on the day after the Contract is formed (the day after you accept the Quote).

How to cancel

7.3. To cancel, tell us clearly that you want to cancel. You can:

• Email us: Show email
• Call us: Show phone
• Write to us: Unit 1, Exeter Business Park, Station Road, Exeter, Devon, EX1 0AA

You may use the model cancellation form below, but you are not required to.

Model cancellation form

What happens when you cancel

7.4. Before work has started: If you cancel before we have begun any work (including ordering equipment), we will refund any deposit you have paid within 14 days.

7.5. After work has started with your agreement: If you expressly requested that we begin work during the 14-day cancellation period and acknowledged in writing that you would lose your right to cancel once the services are fully performed:

• You may still cancel at any point before the work is fully completed
• You will be required to pay for the services provided up to the point of cancellation, calculated proportionally based on the total price
• If the work is fully completed within the 14-day period, you lose the right to cancel

7.6. If we started work without proper consent: If we began work during the cancellation period without obtaining your express written request and acknowledgement, you retain full cancellation rights and are not required to pay for any services delivered during the cancellation period.

When cancellation rights do not apply

7.7. The right to cancel does not apply if:

• The Contract was made on our business premises (i.e., you visited our office to sign the Quote) — this would be an on-premises contract, and the 14-day cooling-off period does not apply
• The services have been fully completed with your express consent and acknowledgement (see clause 7.5)

What is included

8.1. Our standard installation service includes:

• Free site survey and system design
• Supply and installation of equipment (panels, inverter, mounting system, battery, and/or EV charger as specified in the Quote)
• Full commissioning and testing
• Monitoring system setup
• Evidence Pack handover (photos, certificates, commissioning records, equipment settings, warranty documents, monitoring guide)
• Notification to the DNO (Distribution Network Operator) where required
• MCS certification and registration

Workmanship guarantee

8.2. We provide a 10-year workmanship guarantee covering defects in our installation work. The guarantee terms are set out in the Quote and the Evidence Pack.

Manufacturer warranties

8.3. Equipment manufacturer warranties are passed through to you. Typical warranty periods are:

• Solar panels: 25-year performance warranty
• Inverter: 10-year warranty
• Battery: 10-year warranty

Warranty terms and conditions are those of the manufacturer. We will assist you in making warranty claims where reasonably practical.

Standard of work

8.4. We will perform all Services with reasonable care and skill, as required by the Consumer Rights Act 2015 (section 49).

8.5. All electrical work will comply with BS 7671 (IET Wiring Regulations) and all solar PV work will comply with MCS installation standards (MIS 3002).

8.6. We will complete the work within a reasonable time, or by the date specified in the Quote if one is given (Consumer Rights Act 2015, section 52).

Timeline expectations

8.7. Timelines provided in the Quote are estimates. Installation timelines may be affected by factors outside our control, including equipment availability, weather, scaffolding access, DNO response times, and building control requirements. We will keep you informed of any delays.

9.1. Sometimes during installation, we discover that additional work is needed that was not included in the original Quote — for example, an unforeseen electrical upgrade, additional cable routing, or a roof repair.

9.2. If additional work is needed:

• We will inform you as soon as possible and explain what is required and why
• We will provide a written price for the additional work before proceeding
• Additional work will only be carried out with your written agreement
• We will not charge for additional work that you have not agreed to in writing

9.3. If you want to change the scope of the agreed work (for example, upgrading to a larger battery), we will provide a revised Quote for the change. Changes are subject to equipment availability and may affect the installation timeline.

What we are responsible for

10.1. We do not exclude or limit our liability for:

• Death or personal injury caused by our negligence or the negligence of our employees or subcontractors
• Fraud or fraudulent misrepresentation
• Breach of the terms implied by the Consumer Rights Act 2015 (sections 49–52) — reasonable care and skill, information as a term, reasonable price, reasonable time
• Any other liability that cannot be excluded or limited by law

What we are not responsible for

10.2. Subject to clause 10.1, we are not liable for:

• Indirect or consequential losses — including loss of profit, loss of income, loss of anticipated savings, or loss of opportunity, whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise
• Losses arising from inaccurate information you provide — If the information you give us (whether through the Website, during a survey, or otherwise) is inaccurate or incomplete, and this affects our work, we are not responsible for any resulting losses
• Estimates and projections — Energy generation figures, savings estimates, payback projections, and similar figures provided by us (whether online or in a Quote) are based on assumptions and models. Actual results depend on weather, energy usage, tariff changes, and other factors outside our control. We do not guarantee that actual results will match projections

Cap on liability

10.3. Subject to clause 10.1, our total liability to you in connection with any Contract shall not exceed the total price paid by you under that Contract.

10.4. This clause 10 does not affect your statutory rights as a consumer.

11.1. We are not liable for any failure or delay in performing our obligations where the failure or delay results from events beyond our reasonable control ("Force Majeure Events"), including but not limited to:

• Natural disasters, severe weather, or other acts of nature
• Epidemic or pandemic
• War, terrorism, or civil unrest
• Government actions, sanctions, or trade restrictions
• Power failures, internet outages, or telecommunications failures
• Supply chain disruptions, equipment shortages, or shipping delays
• Industrial action (strikes, lock-outs) not involving our own workforce
• DNO delays in connection or approval

11.2. If a Force Majeure Event occurs, we will:

• Notify you as soon as reasonably practicable
• Use reasonable efforts to minimise the impact and resume performance
• Keep you informed of progress

11.3. If a Force Majeure Event continues for more than 90 days, either party may terminate the Contract by giving written notice. In that case, we will refund any payments made for Services not yet delivered.

Our complaints procedure

12.1. If you are not happy with any aspect of our service, please contact us:

• Email: Show email
• Phone: Show phone
• Post: Unit 1, Exeter Business Park, Station Road, Exeter, Devon, EX1 0AA

12.2. We will acknowledge your complaint within 5 working days and aim to resolve it within 20 working days. If we need more time, we will let you know and keep you updated.

Alternative dispute resolution (ADR)

12.3. If we are unable to resolve your complaint to your satisfaction, you may be able to use an alternative dispute resolution (ADR) scheme.

12.4. You can also contact Citizens Advice for free, independent consumer advice:

• Website: citizensadvice.org.uk
• Phone: 0808 223 1133

Court jurisdiction

12.5. If a dispute cannot be resolved through our complaints procedure or ADR, the courts of England and Wales will have jurisdiction, unless you live in Scotland (in which case you may bring proceedings in Scotland) or Northern Ireland (in which case you may bring proceedings in Northern Ireland).

13.1. All intellectual property in the Website, including its design, text, images, logos, and underlying code, is owned by Watt & Waves Ltd or our licensors.

13.2. The system designs, drawings, and proposals we create for your project remain our intellectual property until the Contract is fully performed and paid for, at which point you receive a licence to use the design documents for the purpose of maintaining and insuring your installation.

13.3. Photos and content you upload through our forms remain your property. You grant us a licence to use them as described in clause 4.5.

14.1. We may update these Terms from time to time. When we make changes:

• We will update the "last updated" date at the top of this page
• For material changes that affect existing Contracts, we will notify you by email or post

14.2. Changes to these Terms do not affect Contracts already formed. The Terms that applied at the time you accepted a Quote continue to apply to that Contract.

14.3. The current version of these Terms is always available at /terms.

Last updated: [To be set on publication]

15.1. These Terms, and any Contract formed under them, are governed by the laws of England and Wales.

15.2. Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection legislation.