Terms and conditions

These terms and conditions set out the terms, on which we sell, deliver and install your Solar System. Please read these terms and conditions carefully before placing your order. We draw your attention to provisions regarding the survey and the survey fee in Clause 4 and your cancellation rights in Clause 7.

1. DEFINITIONS

In these Terms and Conditions references to the following words shall mean:

“Completion” means the date when the Works have been completed and the Solar System is operational and commissioned.

“Contract” means the agreement between you and us for the Works consisting of these Terms and Conditions, together with the Quote and any other document expressly included in the Contract by these Terms and Conditions or by written agreement between you and us.

“IWA” means Independent Warranty/ Independent Warranty Association.

“Quote” means the written quote issued by us for the performance of the Works and any subsequent changes we agree with you (and confirm with a confirmation email) to the information set out in the Quote.

“Solar System” means the solar photovoltaic panel(s) system (and, where applicable, the battery storage system) provided and installed by us as set out in the Quote.

“Us/we” means Solar Century Holdings Limited, a company incorporated in England and Wales with company number 3570325, whose registered office is 90 Union Street, London, SE1 0NW.

“Solarcentury Team” means the team (including our solar advisers), acting on our behalf, to assist you with the design and purchase of a Solar System.

“Survey” means the technical assessment undertaken at your property by our surveyor to assess the property’s suitability and what Solar System, if any, can be installed (including, where necessary, an assessment of your property’s energy rating).

“Survey Fee” means the fee paid by you for the Survey.

“Terms and Conditions” means these terms and conditions of sale.

“Works” means the sale, delivery and installation of the Solar System at your property as set out in the Quote, including any additional works that we may agree upon after the date we enter into the Contract.

“You/your” means the individual to whom the Quote is addressed.

2. INFORMATION ABOUT US

(a) Solarcentury is a trading name of Solar Century Holdings Limited. Your contract is with us and not IKEA. We are registered in England and Wales with company number 3570325. Our registered office is at 90 Union Street, London, SE1 0NW. Our VAT number is 743874893.

(b) We are members of the Renewable Energy Consumer Code (“RECC”). Our RECC registration number is 10370. The RECC aims to ensure that consumers receive a high quality experience from companies when buying small-scale energy generation systems for their homes. We agree to comply with the RECC. See www.recc.org.uk for more information.

(c) We are certified by the Microgeneration Certification Scheme (“MCS”). Our MCS certification body is ELECSA and our number is ELC57102.

MCS certification relates to the solar photovoltaic system only and demonstrates to consumers that companies are able to consistently install to the highest quality every time. The scheme does not currently cover battery storage systems.

3. YOUR QUOTE AND OUR ORDER PROCESS

(a) The Solarcentury Team will advise you of the proposed Solar System design, following our remote desk-top analysis. They will then provide you with a Quote. The Quote sets out important information about the Solar System you are buying, including the price and is based on statements made by you regarding your property. You should read your Quote carefully and inform us of any errors before you accept it.

(b) The Quote is an offer from us to you to enter into a legally binding contract with us and is valid for 60 calendar days from the date stated on the Quote.

(c) The Contract shall become binding on you and us on the earlier of (i) when we receive from you the signed Quote, or (ii) when we get your unqualified oral acceptance of the Quote on the telephone, within the 60-day period, indicating your acceptance of our offer. If you accept the Quote on the telephone, we may still ask you to return a signed copy of the Quote for our records.

(d) Once the Contract is entered into, we will contact you to arrange a Survey. Following the Survey we will confirm your property’s suitability for the Solar System and advise you if extra steps or works, other than those already agreed with you, need to be carried out by you or us to be able to install the Solar System.

(e) If your property is suitable for installation and no further actions or changes to the Quote are required before installation, we will agree a suitable time for carrying out the Works. If further actions or changes to the Quote are required or your property is not suitable for a Solar System then we will follow the process set out in Clause 4.

4. SURVEY

(a) We will always try to supply the Solar System at the price and as described in the Quote you first receive from our Solarcentury Team. However, we provide your Quote before we carry out the Survey and as such certain characteristics and values have been estimated or assumed. In particular, we estimate the Solar System performance by taking the size of the solar radiation (for which we use official tables based on your postcode, the tilt of your roof and which direction it faces) and the estimated shade factor). This may change, if for example: (i) the information you provide to us about your property is incorrect; or (ii) our Survey reveals additional information which was not known to us at the time we provided the Quote.

(b) If we are unable to provide the Solar System as described in the Quote, we will contact you to discuss and agree changes to your Quote, which may include a change to the price of the Solar System. If we cannot agree changes to your Quote with you or your property is unsuitable for a Solar System we or you may cancel your order. Details of how you may cancel your order are set out in Clause 7.

(c) Please note that if your order is cancelled under Clause 4(b), the Survey Fee will not be refunded once the Survey has been completed, except where we should have established using good industry practice (for example through preliminary conversations or our remote desk-top analysis) prior to the carrying out of the Survey, that your property was unsuitable for installation of the proposed Solar System.

5. THE WORKS

(a) The Solar System we supply will:
(i) be of satisfactory quality;
(ii) be fit for purpose; and
(iii) operate as we have described to you.

(b) We will use sub-contractors to carry out the Works. All sub-contractors are MCS certified. By accepting the Quote, you are agreeing to our use of sub- contractors to carry out the Works. We will take full responsibility for our sub- contractors’ works and their compliance with the RECC.

(c) We warrant that we and our sub-contractors shall perform the Works in a workmanlike manner and to the best of our skill and care and that we shall comply with any and all applicable laws and regulations.

(d) We will ensure that the the applicable part of the Works comply with the relevant MCS installer standard which in this case is MIS 300i2n. The MCS does not apply to the installation of battery storage element of the Solar System.

(e) After Completion of the Works we will give to you any guarantees, test certificates and other relevant paperwork relating to your Solar System. We will also give you all the documentation required by the appropriate Microgeneration Installation Standard
for the applicable parts of the Solar System We will submit the relevant paper work for registration of the applicable parts of the Solar System with the MCS no later than ten working days after Completion.

6. TIMETABLE

(a) We agree to carry out the Works in accordance with the timetable that we agree with you – this will be confirmed following discussions between you and our Solarcentury Team after the Quote has been issued and will form part of the Contract.

(b) We will make every reasonable effort to complete the Works by the time set out in the timetable. You must appreciate, however, that the timetable is an estimate only and sometimes delays may occur for reasons beyond our control. Such reasons may include, for example, severe weather. If delays occur we will tell you as soon as possible to discuss how you wish to proceed.

(c) In the case of severe delays to the delivery of goods that make up the Solar System, we may offer you different products of equivalent specification, value and quality, so long as they are MCS certified (where MCS applies) you can either, accept that offer and agree a change to your Quote, wait for the products you ordered initially or choose to cancel the Contract as detailed in Clause 7.

(d) You may be entitled to compensation if we cause significant or unreasonable delay due to factors within our control. In the case of severe delays to the delivery of goods or installation for reasons that are within our control then you may cancel the Contract as detailed in Clause 7 (j).

(e) Please communicate with us regarding any delays you anticipate you may cause us. We will always try to accommodate small delays and avoid any need to pass any costs to you.

7. YOUR RIGHT TO CANCEL

(a) You have the right to cancel the Contract without giving any reason during the “Cancellation Period”. The Cancellation Period starts when you sign the Contract and ends 14 days after the day on which the last part of the Solar System is delivered to you.

(b) To cancel the Contract, you must inform us of your decision by a clear statement (for example a letter sent by post or email to the Solarcentury Team). You may use the Model Cancellation Form attached to these Terms and Conditions but you do not have to. To meet the cancellation deadline, you just have to send your communication of your wish to cancel before the Cancellation Period has expired.

(c) If you cancel your Contract with us, we will reimburse to you all deposit and advance payments, if any, you have made. We may make a deduction for loss in value of any goods supplied, if the loss is the result of handling by you other than what is necessary to establish the nature, characteristics and functioning of the goods, together with any deductions we are allowed to make under Clause 7 (e). We will make the reimbursement without undue delay and in any event not later than:
(i) 14 days after the day on which we receive back from you any goods supplied as part of the Solar System or, if earlier, the day on which you supply evidence of having sent the goods back to us; or
(ii) If there were no goods supplied or we have offered to collect them from you, 14 days after the day on which we are informed about your decision to cancel the Contract.

(d) If you want any part of the Works (including the Survey) to start before the end of the Cancellation Period you must confirm this in writing and sign the request (“Express Request”).

(e) If you have signed an Express Request the following will apply:
(i) in respect of the Survey, if you then cancel the Contract before the Survey takes place we will return the Survey Fee to you. If you cancel the Contract after the Survey has been completed, the Survey Fee is, subject to Clause 4(c), non-refundable but we will provide you with the Survey reports;
(ii) in respect of the installation works: a. if you then decide to cancel within the Cancellation Period before the Works have been Completed, you will be entitled to a refund of all deposit and advance payments, if any, you have made, but you will still be responsible for the reasonable costs of the supply of the services you have received up to the time when you inform us of your decision to cancel the Contract. b. if within the Cancellation Period we have Completed the Works, you lose the right to cancel and you must pay for the full cost of the works as set out in the Quote.

(f) If you cancel the Contract after the Cancellation Period then you will have to pay compensation for reasonable costs incurred by us. We will try to keep these costs to a minimum. We have a right to retain all or part of your deposit and advance payment, if any, as a contribution.

(g) Whenever we issue you with a revised Quote, you will have a new “Cancellation Period” starting from the date the new or revised Quote is issued in which to consider it.

(h) We will make any reimbursements using the same means of payment as you used for the initial transaction unless you have expressly agreed with us otherwise. We will not charge you any fees for the reimbursement.

(i) We will collect the goods supplied as part of the Solar System at our own expense.

(j) In addition to your right to cancel during the Cancellation Period, if we are in serious breach of our obligations set out in the Contract, then you have the right to:
(i) reject the goods and receive a full refund; or
(ii) a repair or replacement; or
(iii) receive a price reduction.
You can seek those remedies if what we supply or install is faulty, incorrectly described or not fit for purpose or if there are serious delays to the delivery of the Solar System or the Works. You cannot seek these remedies if you change your mind about the Contract or you decide you no longer want some or all of the components making up the Solar System. Your statutory rights are not affected.

(k) If you have entered into a related credit agreement through us with our lender partner to fund your purchase, the credit agreement will automatically be terminated upon cancellation of this Contract.

8. DAMAGE

(a) We shall remedy any damage that is caused to your property due to our or our sub-contractors’ failure to perform the Works in a workmanlike manner and to the best of our skill and care, except that if you decide minor redecorations are necessary following the Works, these shall be your responsibility.

(b) We assume a new electrical supply or a reinforcement/upgrade of an existing electrical supply is not necessary for the performance of the Works and we assume, in respect of any battery storage system, that you can provide the required location and space for us to install the battery safely, unless your Quote or Survey results state otherwise. Where we have connected the Solar System to your existing electrical (or to the extent applicable, solar and/or battery) system we will accept responsibility for loss or damage to the Solar System as well as your existing electrical and solar (if applicable) system where the damage was directly caused by the Works. We will not accept responsibility for the cost of repairing or replacing any part of your existing electrical and solar (if applicable) system which subsequently develops faults unless:
(i) we have been negligent in not foreseeing that such damage may occur or otherwise;
(ii) if the way we carried out the Works directly caused the fault;
(iii) we have breached the Contract and such breach directly caused the fault; or
(iv) the Solar System related equipment or the connection can be proven to have directly caused the fault.

9. YOUR OBLIGATIONS

(a) Your MAIN OBLIGATION to us is to pay us the price set out in the Quote for the Works (and any agreed amendments) in accordance with Clauses 11 and 12 below.

(b) In order for us to be able to perform the Works, you must also:
(i) provide us with the information and documentation we reasonably request and ensure it is accurate and correct;
(ii) provide us, and our sub- contractors, access to your property in order for us to perform the Works;
(iii) obtain all necessary approvals, consents and permissions required for the Works in accordance with Clause 10 and if we ask to see those permissions you must make them available to us; and
(iv) carry out (before our installation) any preparatory work we have asked you to undertake in the Quote and ensure this is carried out by competent persons and to the necessary standard and quality required for our Works.

(c) Subject to Clause 16 below, we shall not be responsible for any costs, charges or losses that you may incur as a result of any delay or non-performance of our obligations, where this is a result of your failure to comply with your obligations (for example, failing to provide us with access to your property).

(d) OUR RIGHTS: If you are in serious breach of your obligations as set out in the Contract and you fail to remedy that breach within 14 days of receiving written notice from us about that breach, then we have a right to cancel the Contract. We must give you a reasonable opportunity to put right the alleged breach. If we suffer loss
as a result of your breach, we will take reasonable steps to prevent the loss from getting worse. If your breach leads to a cancellation then you may have to pay compensation for costs or losses reasonably incurred.

10. CONSENTS AND INSURANCE

(a) You are responsible for ensuring that you have made all relevant enquiries and obtained all relevant consents and permissions, such as for example planning permissions, approvals under building regulations or consents from your mortgage lender before we start the Works. Where applicable, you are responsible for informing us of a suitable location for battery storage system

(b) In particular:
(i) by entering into the Contract you are warranting that you are the owner of the property we are carrying out the Works on and/or that you have all necessary permissions and consents for the Works at the property;
(ii) you may need planning permission if your property is a listed building or in a conservation area. You are responsible for contacting your local planning authority and other relevant people to obtain confirmation that such permissions and consents are required or not;
(iii) you are responsible for approaching your property insurers to ensure that installing the Solar System does not affect your insurance policy. You should do this at an early stage and in any event before the earlier of (i) the end of the Cancellation Period and (ii) the commencement of the Works on site.

(c) We are not responsible for any costs, charges or losses that you may incur due to your failure to obtain the consents and permissions required by this clause. You will reimburse us for any reasonable, direct costs or losses which we incur as a result of your failure to obtain such consents or permissions.

11. CHANGES AND VARIATIONS

(a) If after the Contract was entered into you want to make a change to the Works, you must consult with us first. We may be able to incorporate your changes provided it is technically possible and the necessary permissions are in place. Changes requested by you may mean extra costs. If we agree to this change in work, we will issue you with a revised Quote which may have an adjusted price and you will benefit from a new Cancellation Period (see Clause 7(g)).

(b) If unexpected work arises, due to unforeseeable roof conditions or you have failed to inform us about a key issue with your property or you have made changes to your property between the date of the Survey and the date of installation which directly impacts on our ability to carry out the Works(including, where applicable) in respect of the location of your battery storage system) or makes the Works impossible to carry out, we will tell you and ask you how you want us to proceed. If you want us to continue, we shall:
(i) agree with you the additional or varied Works that we need to carry out; and
(ii) agree with you any additional charge that may be payable by you for such additional or varied Works; and
(iii) issue you with a revised Quote and you will benefit from a new Cancellation Period (see Clause 7(g)).
If we are unable to agree the changes, you may cancel the Contract with immediate effect. If you choose to cancel the Contract, you may do so as set out in Clause 7 and we shall promptly remove any material and collect any goods from your property.

12. PAYMENT

(a) In exchange for us performing the Works, you must pay us the price (including the Survey Fee) for the Works as set out in the Quote, together with any agreed price amendments in accordance with Clause 11, using the payment method you have agreed with our Solarcentury Team.

(b) Your Quote will explain when you will be invoiced and the amount due for each payment.

(c) When you accept the Quote and enter into the Contract with us, you must pay us:
(i) a Survey Fee. This is non- refundable except as stated in Clauses 4(c) and 7(e); and
(ii) the deposit (if any) specified in your Quote. This is refundable in the circumstances specified in Clause 7.

(d) If you are paying for the Works in full on completion (i.e. you are not paying via a linked finance agreement with our lender partner) then, after Completion of the Works you will make a final payment for the balance outstanding for the Solar System as specified in the Quote. We will invoice you for this final payment on the date of Completion of the Works. The invoice must be paid by you within 10 calendar days from the date of the invoice. On the day that we receive your final payment, we shall issue you with a final receipt and send it to you by post and email.

(e) If you do not pay any invoice within the time set out in that invoice then we may charge you interest at the rate of 3% above the Bank of England’s base rate. We may also be entitled to recover additional costs we incur due to your late payment and take legal action to require you to return and deliver up the Solar System or any goods making up the Solar System, to us.

(f) If you are paying for the Works via a linked finance agreement with our lender partner, they will pay us in full for the Works (subject to you confirming you are satisfied with the Works) and you will make repayments directly to the lender partner, in accordance with the terms of the loan agreement you have entered into with them.

(g) If you exercise your right to withdraw from the credit agreement, you will still be bound by the Contract and will be responsible for fulfilling your obligations under it (including making payment for the Works to us), unless you also exercise the right to cancel this Contract in accordance with Clause 7.

13. TITLE & RISK

(a) The risk in the Solar System shall pass
to you upon Completion, and you shall be responsible for insuring the Solar System from that point.

(b) Title in the Solar System will remain with us until you have paid the price for the Works in full. You agree that during any period that your payment is unreasonably delayed, we are entitled to require you to let us enter your property in order to collect the Solar System, or any goods delivered that make up the Solar System. Failing this we may take legal proceedings to recover the goods or their outstanding value.

14. WORKMANSHIP WARRANTY

(a) We warrant that the Solar System and the Works shall be free from defects for a period of six (6) years following Completion (the “Warranty Period”) in respect of all Contracts in England, Scotland, Wales and Northern Ireland.

(b) If you notify us of a defect in the Solar System or the Works that appears within the Warranty Period then we shall (at our option) repair or replace the Solar System, or re-perform the Works, as applicable, UNLESS the defect is merely cosmetic (for example, discolouration and variations in colour of the Solar System components) or has occurred as a result of:
(i) your failure to operate and/or maintain the Solar System in accordance with our written instructions;
(ii) any repairs or alterations having been carried out to the Solar System by any party other than us or our sub- contractors without our prior written consent; or
(iii) any fire, water damage or any other damage (whether occurring naturally or due to human action or intervention) or other accident that is not caused by us or our sub-contractors.

(c) Your statutory rights are not affected by this Clause 14. Under law in relation to the supply of goods and services you have a variety of rights and remedies when things go wrong or not as you expect. Nothing in the Contract excludes or limits your statutory rights. For more information on your rights visit or contact your local Citizens advice Centre.

(d) The components making up the Solar System are also guaranteed by its manufacturer. These guarantees are described in the Quote or in the attachments sent out with the Quote.

(e) Our workmanship warranty is insurance backed and is covered by Clause 19. For more details on how you can make a claim under this warranty please refer to our warranty document “Customer warranty for installation services and system performance” (which we will provide you with).

15. OUR PERFORMANCE GUARANTEE

(a) This clause does not apply to any battery storage system that is installed as part of your Solar System. In addition to the warranties described in Clause 14, we will provide a system performance guarantee in respect of all Contracts in England, Scotland, Wales and Northern Ireland as follows:
(i) We will guarantee that upon normalisation for variance of sun hours, the mean annual energy generation of the Solar System during the first six (6) years of operation (“Performance Guarantee Period”) will reach at least eighty (80) % (“Guaranteed Generation”) of the estimated output as shown in the Quote (“Estimated Generation”), (“Performance Guarantee”).

For the purposes of this clause, normalisation for variance of sun hours (“Sun Hours”) out of our control is as follows: “Actual Sun Hours” (over six (6) years) recorded at the geographically nearest Met Office Weather Station is measured against the “Historical Sun Hours” (since records begin) taken from the same Met Office Weather Station and the percentage of Actual Sun Hours / Historical Sun Hours is applied to the actual generation of the Solar System (“Actual Generation”).
(ii) Where the Guaranteed Generation level set out in Clause 15(a)(i) is not met, we will make a compensation payment to you for the sum of the difference between the actual revenue generated from the Feed-in Tariff and the Export Tariff for Actual Generation and revenue calculated from the Feed-in Tariff and the Export Tariff for Guaranteed Generation, for each of the six (6) years during the Performance Guarantee Period.
(iii) This guarantee will not apply to any failure to reach the Guaranteed Generation level, to the extent: (a) such failure arose directly or indirectly from any act by any party other than us or our sub-contractors; (b) the Solar System is used in any other way than we recommend and such other way of using the Solar System has caused the failure; (c) you fail to follow our written instructions and this causes the failure, including our instructions on operation and maintenance; (d) you fail to inform us of a fault or failure of your Solar System and/or fail to provide us with access to your Solar System for a period of longer than two weeks, in which case such period will be excluded from the Performance Guarantee in proportion to the Estimated Generation for that particular period, (e) you carry out any alteration or repair which is not in accordance with our instructions or which has been carried out by any other party than us or our sub-contractors without our written consent and such alteration or repair causes the failure; or (f) any fire or damage (whether occurring naturally or due to human action or intervention) or other accident that is not caused by us or our sub-contractors.

(b) The Solar System will use your Wi-fi network (if you have one) to transmit data. This allows you to monitor your Solar System online, and for us to check it if you suspect a fault. If the Wi-fi is turned off, not working, or its configuration has changed, the Solar System will still operate but you may not be able to see how it is performing.

(c) Our Performance Guarantee is not insurance backed and is not covered by Clause 19. For more details on how you can make a claim under this Performance Guarantee please refer to our warranty document “Customer warranty for installation services and system performance”. We will offer you the option to renew your Performance Guarantee at the end of the six (6) year period, for which renewal we may charge an additional fee.

(d) Your statutory rights are not affected by this Clause 15. Under law in relation to the supply of goods and services you have a variety of rights and remedies when things go wrong or not as you expect. Nothing in the Contract excludes or limits your statutory rights. For more information on your rights visit or contact your local Citizens advice Centre.

16. LIABILITY

(a) Your statutory rights will not be excluded or limited by anything in this Contract, except as specified in the Contract and only to the extent permitted by law. To find out more about your statutory rights, contact your local Citizens Advice Centre. Nothing in these Terms and Conditions will limit or exclude our liability:
(i) for death or personal injury resulting from negligence;
(ii) for fraud or fraudulent misrepresentation; or
(iii) in any way that is not permitted under applicable law.

(b) Subject to the above, we will not be liable to you in respect of: (i) any losses arising out of any event or events beyond our reasonable control; or (ii) any business losses, including (without limitation) loss of or damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities or goodwill.

17. EVENTS OUTSIDE OF A PARTY’S CONTROL

If either party is prevented or delayed in fulfilling its respective obligations under the Contract by acts, events, omissions or accidents that are beyond such party’s reasonable control, including any acts of God, fire, flood, severe weather, explosions, war (whether declared or not) acts of terrorism, industrial disputes or acts of local or central Government or of any other competent authorities, such prevention or delay shall be excused for the time of the event.

18. USING YOUR PERSONAL INFORMATION

(a) During the course of our relationship with you we may obtain certain information about you including your personal details and your property details. We may store, use and share with third parties (including the Solarcentury Team, our subcontractors, our retail partner (IKEA) and our payment platform provider) your personal information for the purposes of processing your Quote, carrying out the Works and for conducting general market analysis. We may only share your information for marketing communications with selected third parties (including IKEA) if you give us your consent. Please see our Privacy Policy on our website at ikea.solarcentury.com/privacy-policy for more details.

19. DEPOSIT PROTECTION AND INSURANCE BACKED WORKMANSHIP WARRANTY

(a) In the unlikely event that we cease business then as part of your Contract with us you will have additional protections as follows, subject to terms described in your insurance policy:
(i) If you have paid a deposit and/or any advance payment and we cease business before we have started the Works, then the insurance policy will refund the deposit and the advance payment (if any) excluding the Survey Fee.
(ii) if the Works have been started and/or Completed, and we cease business, then the insurance policy will cover the fulfillment of any and all of our outstanding obligations, as set out in the Contract, including our workmanship warranty (but excluding our performance guarantee which is not insurance backed) and repairing defects in the Solar System at no extra cost to you until the end of the Warranty Period.

(b) Your deposit and advance payment and workmanship warranty is insured with IWA’s scheme. You give your consent to us registering your name and address, details and value of the Works with the administrators of IWA’s scheme. You can find out more by contacting us and by reviewing your individual policy documents.

20. MAINTENANCE

(a) Although solar installations are reasonably “fit and forget” technology, certain parts such as the inverter may need servicing or have to be replaced in the lifetime of the Solar System. Please contact us if you would like more information.

(b) If you are having a battery storage system installed as part of your Solar System, you must ensure that: (i) the battery is kept dust free. It should be cleaned with a dry cloth and no water should be used; and (ii) the battery is at all times kept free of obstructions with good ventilation. Do not place anything on, under or near the battery.

(c) Do not attempt to remove any part of your Solar System from the location in which it was first installed. Please always contact us first.

(d) For further information on maintenance, please see the manufacturer’s guidelines.

21. FEED-IN TARIFF

(a) After Completion, we will register your Solar System installation (but excluding the battery storage element) on the MCS installation database and send you the MCS certificate. You must then send your MCS certificate, your Energy Performance Certificate and any other information that may be required to your chosen registered Feed-in Tariff licensed supplier with your Feed-in Tariff application in order to receive Feed-in Tariff payments.

(b) Feed-in Tariff rates are published and set by the Office of Gas and Electricity Markets (OFGEM). Rates decrease every quarter. There is a new system of deployment caps and if the caps are reached your application will be placed into a queue for entry into the next quarter’s tariff rate (if any). Being given a place in the queue does not guarantee eligibility for a particular tariff or eligibility for support under the Feed-in Tariff as it will depend on the number of applications ahead of you. Rates and Government policy can also be changed at any point. Therefore, we cannot guarantee at any point what Feed-in Tariff rate (if any) you may get, the date Feed-in Tariff payments will start or that you will get the Feed-in Tariff at all.

22. RESOLVING COMPLAINTS AND DISPUTES

(a) We hope you don’t have any reason to complain about any aspect of our service or have a dispute with us relating to the Contract. But if you do, please contact us in the first instance so we can attempt to resolve the issue or dispute informally. Please see our Complaints Policy on our website at ikea.solarcentury.com/complaints for more details.

(b) In the unlikely event that we are not able to resolve the issue or dispute informally, we will discuss with you the most effective way of resolving the dispute using mediation or arbitration based on the nature of the dispute.

(c) You can refer any dispute you have to be resolved through RECC’s dispute resolution provided the dispute relates to the sale and installation of your Solar System. We must agree to follow this procedure if that is your wish. RECC is certified through the Chartered Trading Standards Institute as an Alternative Dispute Resolution provider. You can find further information on the RECC website at www.recc.org.uk/consumers/how-to- complain.

(d) If you register a dispute with RECC it will be allocated to a caseworker, who will mediate between both parties in an attempt to resolve the dispute. Mediation aims to reach a non-legal solution to the dispute in a reasonable timescale.

(e) If an agreement is not reached through mediation for any reason, you can refer the matter to RECC’s independent arbitration service and we must agree to arbitration if that is your wish. You would have to pay a small fee directly to the arbitration provider, which may be refunded to you if the arbitrator finds in your favour. You can find further information on the RECC website at www.recc.org.uk/consumers/how-to- complain/independent-arbitration

(f) An award made under the independent arbitration service will be final and legally binding on you and us. You and we may only challenge the award on certain limited grounds under the Arbitration Act 1996.

(g) Disputes that relate to the MCS Installer Standards can be referred to our MCS Certification Body.

(h) Neither you nor we are required to refer any complaint or dispute to independent arbitration, and we may choose together to deal with the matter in other ways, including taking legal action.

23. GENERAL

(a) You may not transfer your rights and obligations under the Contract to another person without our prior written consent, which we will not withhold unreasonably, except that, any new owner of your property will get the benefit of the warranty and guarantee in Clauses 14 and 15 in relation to the Solar System during the applicable warranty period. You may not be able to transfer the benefit of the insurance scheme under Clause 19 to a new owner of your property without certain conditions being met and a transfer fee being made. Please check the conditions in your individual insurance policy documents.

(b) We can transfer all or any of our rights and obligations under the Contract to another organisation, but this will not affect your rights under the Contract.

(c) The Contract is governed by the laws of England and Wales (or Scotland or Northern Ireland, if you reside there) and is subject to the exclusive jurisdiction of the courts of England and Wales (except that if you are a resident of Scotland, you may also bring proceedings in Scotland, and if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland).

(d) In the case of conflict between these Terms and Conditions and the Quote, these Terms and Conditions shall prevail.

(e) Any applicable mandatory consumer protection legislation shall always prevail including your rights under the Consumer Rights Act 2015.

(f) If we have to contact you or give you notice in writing, we will do so by email or by post to the address you provide to us in the Quote.

24. CONTACT US

(a) If you have any queries about these Terms and Conditions, the Quote or your order, please contact us by phone on 0800 334 5996; or write to us at Customer Services, Solar Century Holdings Limited, 90 Union Street, London, SE1 0NW or by email to: homes@solarcentury.com. You can also use the same contact details if you have any questions about your Solar System after it has been installed.