TERMS & CONDITIONS – ENERGY AFTERCARE LTD
Last updated: 29/09/2026
These Terms & Conditions set out the basis on which Energy Aftercare Ltd (“Energy Aftercare”, “we”, “us”, “our”) provides technical aftercare and support services.
They apply to:
- Homeowners and other direct customers; and
- Installer and business customers, including where we provide white-label support.
Please read these Terms carefully before purchasing or using our services.
If you have any questions, please contact us at: info@energyaftercare.co.uk
1. About Energy Aftercare
Energy Aftercare Ltd provides independent technical aftercare and support relating to solar PV, battery storage and EV charging systems.
We may work:
- Directly with homeowners and other end customers; and/or
- With installers and other businesses, including providing white-label support on their behalf.
Unless we have expressly agreed a separate commercial relationship (for example, a formal partnership or referral agreement), Energy Aftercare is independent of any particular manufacturer, installer or product.
Nothing in these Terms makes us responsible for the original installation, system design, manufacturer warranties or installer workmanship, unless we have expressly agreed otherwise in writing and are appropriately authorised to do so.
Our company details are:
Energy Aftercare Ltd
The Limes, Bayshill Road, Cheltenham, United Kingdom, GL50 3AW
17486213
Email: Admin@energyaftercare.co.uk
2. Services
Energy Aftercare provides technical aftercare and support services, which may include:
- Pre-sales technical guidance
- Helping homeowners understand proposed systems and quotations
- General system sizing and technical guidance
- Installation handover support
- App and monitoring support
- Technical troubleshooting
- System health and performance checks
- Battery and storage support
- EV charging support
- System optimisation
- Technical advice
- Manufacturer escalation and liaison
- Ongoing homeowner aftercare
- Installer technical support
- White-label homeowner support
The exact services we provide in any case will depend on:
- The type of customer (homeowner/consumer or business/installer); and
- What has been agreed in the relevant quotation, order, proposal or contract.
We do not publish specific prices in these Terms. Pricing and commercial details are agreed separately.
3. What Energy Aftercare does not do
Unless we have separately agreed in writing and are appropriately authorised, Energy Aftercare does not:
- Carry out electrical installation work
- Physically modify electrical equipment
- Open, repair or dismantle electrical equipment
- Replace hardware or components
- Carry out physical repairs
- Accept responsibility for the original installation
- Accept responsibility for the original system design
- Accept responsibility for installer workmanship
- Accept responsibility for manufacturer defects
- Provide or replace manufacturer warranties
- Automatically become responsible for product warranties
- Take responsibility for work carried out by another installer, engineer or third party
The relevant installer, manufacturer or other responsible third party remains responsible for matters that fall within their role, such as:
- Installation workmanship
- Original system design
- Product quality and manufacturer warranties
Nothing in this section is intended to exclude or limit Energy Aftercare’s responsibility for its own services where the law does not allow this.
4. System settings and optimisation
As part of our services, we may provide advice about:
- System configuration and operating modes
- Software and firmware settings
- App and monitoring settings
- Battery and charging strategies
- Other optimisation measures
Where appropriate and authorised, we may assist a customer remotely with software, app or system settings (for example, by guiding them through changes or, where agreed, making changes via remote access).
We will never instruct an unqualified homeowner or other unqualified person to:
- Open, dismantle or interfere with electrical equipment; or
- Carry out work that should only be done by a suitably qualified electrician or installer.
Customers remain responsible for:
- Following manufacturer recommendations and safety instructions;
- Complying with any warranty requirements; and
- Checking that any changes are compatible with their own circumstances and risk appetite.
We do not guarantee that optimisation advice will result in:
- A particular saving or reduction in bills;
- A specific level of solar generation;
- A particular battery performance, lifespan or efficiency; or
- Any specific financial return.
5. Safety
Safety is a core priority.
Energy Aftercare will never ask or instruct a homeowner or other unqualified person to:
- Open, dismantle, disconnect, repair, modify or physically interfere with electrical equipment; or
- Work on live electrical systems.
Where we identify or reasonably suspect a safety issue, we may:
- Advise you to stop using the relevant equipment where appropriate;
- Recommend that you contact the original installer, manufacturer or an appropriately qualified engineer; and/or
- Help you identify the appropriate party to contact and assist with escalation.
Energy Aftercare does not undertake electrical repairs as part of its standard service.
6. Manufacturers and installers
To help diagnose and resolve issues, we may communicate with:
- Manufacturers and their technical support teams;
- Installers and their technical staff; and/or
- Other relevant third parties.
Doing so does not:
- Transfer responsibility for the original installation, workmanship or system design to Energy Aftercare;
- Transfer responsibility for hardware, product warranties or manufacturer warranties to Energy Aftercare; or
- Guarantee that a manufacturer or installer will accept responsibility or provide a particular outcome.
We will act reasonably in our communications and escalation efforts but cannot control third-party decisions.
7. Homeowner / direct customer services
For homeowners and other direct customers who purchase support from Energy Aftercare:
- You must provide accurate information reasonably required for us to provide the service.
- You must provide reasonable access to relevant system information where necessary (for example, monitoring data or app access).
- You must follow reasonable safety instructions we provide.
- You must only provide access to accounts and systems that you are authorised to access.
- We will provide support based on the information and system data available at the time.
We will use reasonable skill and care, but we cannot guarantee that every issue can be diagnosed or resolved remotely, particularly where:
- There are underlying installation or hardware faults;
- Third-party systems are unavailable; or
- Information is incomplete or inaccurate.
8. Installer partner services
Energy Aftercare may provide technical support to installers and other business customers under an agreed commercial arrangement.
For installer and business customers:
- The scope of services, support expectations, contract length, payment arrangements and other commercial terms will be agreed separately (for example, in a proposal, order form or contract).
- These Terms apply alongside any specific written agreement. If there is a conflict between these Terms and a signed or otherwise agreed commercial contract, the specific contract will normally govern the relevant commercial terms.
We do not publish our prices or pricing tables in these Terms.
9. White-label support
Energy Aftercare may provide white-label technical support on behalf of an installer or other partner.
Where white-label support has been agreed:
- The installer remains responsible for its relationship with the homeowner.
- The installer remains responsible for the original installation and its workmanship.
- The installer remains responsible for matters falling within its warranties and contractual obligations.
- Energy Aftercare provides the agreed technical aftercare/support function on behalf of the installer.
- Energy Aftercare may communicate directly with the homeowner using the installer’s branding where this has been expressly agreed.
- The homeowner may therefore communicate directly with Energy Aftercare as part of the installer’s support service.
White-label support does not transfer the installer’s underlying legal, contractual, installation or warranty responsibilities to Energy Aftercare.
10. Support cases and commercial terms
Energy Aftercare may charge for services through:
- Agreed partnership or retainer arrangements;
- Individual support cases or case bundles;
- Additional services or projects; or
- Other agreed commercial structures.
The applicable:
- Pricing;
- Included services;
- Support allowance;
- Contract duration; and
- Payment terms
will be set out separately in the relevant quotation, order, proposal, contract or other commercial agreement.
If there is any inconsistency between these website Terms and a specific signed or otherwise agreed commercial contract, the specific contract will normally take precedence for the relevant commercial terms.
11. Payment
Unless otherwise agreed:
- Invoices may be issued monthly or at other agreed intervals.
- Payment terms will be stated in the relevant contract or invoice (for example, payment within 7–14 days of the invoice date).
Where payment is required before a service begins, we are not required to start providing that service until payment has been received.
If an invoice is not paid when due, we may:
- Remind you of the outstanding amount;
- Charge interest or late payment fees where permitted by law and agreed in the contract; and/or
- Suspend services until payment is received.
We may terminate a contract for persistent or serious non-payment, subject to:
- The terms of the applicable agreement; and
- Applicable law (including consumer protection law where relevant).
Any outstanding charges for services already provided remain payable.
We do not state that a customer automatically owes a fixed percentage (such as 40% or 50%) of the remaining contract value following non-payment. Any termination charges must be reasonable and in line with the applicable agreement and law.
12. Contract length and renewal
Contracts may be agreed for different periods (for example, a fixed term or project-based arrangement).
- The contract duration will be stated in your quotation, order, proposal or agreement.
- We will normally contact you shortly before the end of the agreed term to discuss continuation, where appropriate.
Contracts do not automatically renew unless continuation is expressly agreed (for example, by signing a renewal or confirming continuation in writing).
If continuation is not expressly agreed, the service will end at the expiry of the agreed term, subject to any applicable notice provisions in the contract.
Silence or failure to respond does not automatically constitute acceptance of a renewal.
13. Cancellation and early termination
13.1 Consumer (homeowner) customers
If you are a consumer (for example, a homeowner purchasing services for personal use), nothing in these Terms removes or restricts your statutory cancellation or consumer rights under UK law.
Where a statutory cancellation period applies (for example, for certain distance or off-premises contracts), that period will apply as required by law.
If you ask us to begin providing services during any applicable cancellation period, the relevant legal rules will apply. For example, you may be required to pay for services already provided if you later cancel within the statutory period.
13.2 Business customers
For business customers (including installers), cancellation and early termination rights will be set out in the relevant contract.
13.3 Prepaid services and early termination
For prepaid services:
- If you wish to terminate before the end of the agreed period, we may require the request to be made in writing.
- Where an early termination or refund mechanism has been agreed, any refund or amount payable will be calculated according to the applicable contract.
Any early termination charge must be reasonable and proportionate, taking into account:
- Services already provided;
- Reasonable costs incurred; and
- Losses reasonably arising from the early termination.
We do not make all prepaid payments automatically non-refundable, and we do not attempt to contract out of statutory consumer rights.
14. Response times and support availability
Our support availability and response times depend on:
- The service you have purchased; and
- What is stated in your specific agreement.
Where response times or service levels (SLAs) have been agreed, these will be set out in the relevant commercial agreement.
A response time means we will aim to respond within that period. It does not guarantee that:
- The issue will be fully diagnosed within that time; or
- The issue will be fully resolved within that time.
We do not publish guaranteed resolution times in these Terms unless they have been specifically agreed in a separate contract.
15. Remote access and passwords
To provide support, we may need temporary access to:
- Monitoring portals;
- Inverter apps;
- Battery apps;
- EV charging apps; or
- Other relevant software or platforms.
You must only provide access that you are authorised to provide.
We will not ask you to send passwords by ordinary email. Where possible, you should:
- Use a temporary password or temporary access method; or
- Use a secure sharing mechanism agreed with us.
We do not intentionally record, retain or store customer passwords as part of our normal processes. Passwords and credentials should be handled verbally or through an appropriate secure access method.
We strongly recommend that you change any passwords after we have completed support where credentials have been temporarily provided.
We will not ask you to physically interact with electrical equipment as part of remote support.
16. No guarantee of savings or performance
Energy Aftercare provides technical advice and support, but we do not guarantee:
- A particular level of solar generation;
- A particular reduction in electricity bills;
- A specific financial saving or return on investment;
- A particular battery performance, lifespan or efficiency;
- A particular system efficiency or level of self-consumption;
- Resolution of every technical issue; or
- Resolution of a manufacturer or hardware fault.
Any advice is based on the information, system data and circumstances available at the time. Actual outcomes may vary due to factors outside our control, including weather, tariffs, usage patterns, hardware performance and third-party systems.
17. Customer responsibilities
You (the customer) agree to:
- Provide accurate and complete information;
- Provide relevant system information where reasonably required;
- Follow manufacturer safety instructions and guidance;
- Follow reasonable instructions provided by Energy Aftercare;
- Ensure we are authorised to access any accounts or system information you share;
- Keep your own account credentials secure;
- Inform us of relevant changes to your system or circumstances; and
- Not ask us to carry out work outside our agreed scope or outside our competence (for example, electrical installation work).
18. Limitation of liability
Nothing in these Terms:
- Limits or excludes liability for death or personal injury caused by negligence;
- Limits or excludes liability for fraud or fraudulent misrepresentation; or
- Limits or excludes any other liability that cannot be limited or excluded under applicable law (including statutory consumer rights).
Subject to the above:
- Energy Aftercare is not responsible for losses, damage, faults, failures or performance issues caused by:
- The original installer or installation workmanship;
- Original system design;
- Hardware failure or manufacturer defects;
- Manufacturer software or firmware;
- Product warranties or warranty decisions;
- Third-party services, apps or platforms;
- Incorrect or incomplete information supplied by the customer;
- Customer actions or misuse;
- Failure or unavailability of third-party apps, monitoring platforms or communication services; or
- Circumstances outside our reasonable control (for example, power cuts, network outages, extreme weather or regulatory changes).
- For business customers, and to the extent permitted by law, our liability for direct losses arising from our services may be subject to a reasonable financial cap, as set out in the relevant contract. Any such cap will not apply to liabilities that cannot legally be limited.
For consumer customers, your statutory rights are not affected. You may have additional rights under consumer law that go beyond what is set out in these Terms.
19. Third-party services
Our services may rely on third-party manufacturers, monitoring platforms, apps, software and communication services (for example, inverter portals, battery apps, EV charging apps, email and messaging services).
We cannot guarantee:
- The availability or performance of third-party systems; or
- That third-party services will continue to operate in the same way over time.
Where a third-party service fails or changes, we may assist with troubleshooting or escalation where appropriate, but we are not responsible for the third party’s failure or decisions.
20. Intellectual property
All intellectual property rights in:
- Our website content;
- Documents, reports and templates we create;
- Processes, methods and tools we develop; and
- Other proprietary materials
belong to Energy Aftercare or our licensors.
You may use materials we supply to you:
- For your own personal use (if you are a homeowner/consumer); or
- For your internal business purposes (if you are a business customer);
in each case, only for the purpose for which they were provided.
You must not:
- Reproduce, resell, distribute or commercially exploit our proprietary materials; or
- Remove or alter any copyright or proprietary notices;
without our prior written permission.
21. Confidentiality
Where Energy Aftercare and an installer or business partner share confidential information (including in white-label relationships), each party agrees to:
- Keep the other party’s confidential information secret;
- Use it only for the purposes of the agreed services; and
- Not disclose it to third parties except where necessary for the services, required by law, or with the other party’s consent.
Confidential information may include:
- Commercial terms and pricing;
- Technical information about systems and support processes;
- Customer lists and contact details; and
- Other non-public business information.
These confidentiality obligations do not apply to information that:
- Is or becomes publicly available through no fault of the receiving party;
- Was already lawfully known to the receiving party;
- Is independently developed without using the other party’s confidential information; or
- Must be disclosed by law, court order or regulatory requirement.
22. Data protection
Energy Aftercare handles personal data in accordance with UK data protection law. For more information about how we collect, use and protect personal data, please see our Privacy Policy.
Where we provide white-label support or process homeowner information on behalf of an installer:
- Our data protection roles (for example, controller or processor) may depend on the specific arrangement; and
- Any controller/processor responsibilities should be documented separately in an appropriate data protection agreement.
Nothing in these Terms is intended to contradict our Privacy Policy. If there is any apparent inconsistency, please refer to the Privacy Policy and contact us for clarification.
23. Complaints
If you have a complaint or concern about our services, please contact us at:
Email: Admin@energyaftercare.co.uk
We will aim to:
- Acknowledge your complaint within a reasonable period;
- Investigate it fairly; and
- Provide a response within a reasonable timeframe.
If you are a consumer, you may also have rights to escalate complaints through external bodies or regulators, depending on the nature of the issue.
24. Suspension and termination
We may suspend or terminate services where appropriate, including where:
- There is a serious or repeated breach of the agreement;
- There is persistent non-payment of invoices;
- The service is being misused or used unlawfully;
- There are serious safety concerns; or
- Continuing the service would be unreasonable or unsafe in the circumstances.
Any suspension or termination will be subject to:
- Applicable consumer rights (for homeowner customers); and
- The specific terms of the relevant contract.
Termination does not affect rights and obligations that have already arisen, including payment for services already provided.
25. Changes to these Terms
We may update these Terms & Conditions from time to time, for example to:
- Reflect changes in our services;
- Reflect changes in law or regulatory guidance; or
- Clarify existing wording.
For existing customers, changes will be handled in accordance with your contract and applicable law. The latest version of these Terms will show a “Last updated” date at the top.
26. Governing law
These Terms & Conditions are governed by the law of England and Wales, unless applicable law requires otherwise.
Nothing in these Terms prevents a consumer from relying on mandatory consumer protections that apply to them under the law of their country of residence.