Terms and Conditions

PART 1 - GENERAL TERMS

This part applies to all customers, whether purchasing directly or receiving measures under a government-funded scheme.

1. Introduction and Acceptance of Terms

By accessing or using any part of this website, you agree to be bound by these Terms and Conditions in full. This includes all public pages directly linked to the site and any designated login areas. If you do not agree with any part of these terms, you must not use this website.

These terms apply to the use of this website and to all transactions for products and services offered by UK Energy Management Group Ltd ("UKEM", "we", "us" or "our"), including the supply and installation of renewable energy products, heating systems, energy efficiency measures, and associated services, whether purchased directly or delivered under government-funded schemes such as ECO4.

These terms are organised in three parts:

• Part 1 - General Terms: applies to all customers regardless of how your installation is funded.
• Part 2 - Direct Purchase Installations: applies where you are purchasing products and services directly from UKEM, whether paying outright or via finance.
• Part 3 - Government-Funded Installations: applies where your installation is delivered under the Energy Company Obligation (ECO4) or another government grant programme.

1.1 Definitions

In these Terms and Conditions, unless the context requires otherwise:

• "UKEM", "we", "us", "our" means UK Energy Management Group Ltd.
• "Customer", "you", "your" means the individual purchasing products or services from UKEM.
• "Solar PV System" means an array of photovoltaic panels, inverter, wiring, and associated components installed for the purpose of generating electricity.
• "Battery Storage System" means an electrical energy storage device and associated components capable of storing electricity generated by a Solar PV System or drawn from the grid.
• "EV Charger" means an electric vehicle chargepoint and associated electrical infrastructure.
• "ASHP" means an air source heat pump and associated components including controls, cylinder, pipework, and radiators where applicable.
• "Boiler" means a gas boiler and associated components.
• "MCS" means the Microgeneration Certification Scheme.
• "RECC" means the Renewable Energy Consumer Code.
• "DNO" means the Distribution Network Operator responsible for managing the local electricity grid and grid connections.
• "G98/G99" means the grid connection application required for installations that export electricity to the public distribution network.
• "SEG" means the Smart Export Guarantee, a tariff offered by licensed energy suppliers for exported electricity.
• "BUS" means the Boiler Upgrade Scheme, a government grant administered by Ofgem.
• "OZEV" means the Office for Zero Emission Vehicles, the government body administering EV chargepoint grants.
• "Commissioned" / "Commissioning" means the installation has been completed, tested, and signed off by the attending engineer.

1.2 Certifications and Registrations

UKEM holds the following certifications and registrations, demonstrating our commitment to quality, safety, and regulatory compliance:

• Health & Safety: ISO 45001, CHAS Elite, SSIP
• Quality Management: ISO 9001, PAS 2030, TrustMark
• Environmental Management: ISO 14001
• Data Protection & Cyber Security: Cyber Essentials, ICO registered
• Renewable Energy: MCS Certified Installer (Installations and ASHP Design), IAA certified
• Technical Competence: NAPIT (electrical self-certification), Gas Safe registered, KIWA/Energystore
• Consumer Protection & Finance: FCA Appointed Representative, EPVS, RECC member, TrustMark
• Supply Chain & Corporate Governance: Achilles UVDB, CHAS Elite

2. Our Products and Services

UKEM offers supply and professional installation of renewable energy and home improvement products. Some products are available for direct purchase (outright or via finance) and others are delivered under government-funded schemes such as the Energy Company Obligation (ECO4).

The specific products available under each route are listed in Part 2 (Direct Purchase Installations) and Part 3 (Government-Funded Installations) respectively. All installations are carried out by our qualified and certified engineers or approved subcontractors (see Section 6). Full product specifications, warranties, and installation terms will be provided as part of your individual quotation and contract documents.

These Terms and Conditions set out the general basis on which UKEM offers its products and services. Your quotation, order confirmation, installation agreement, finance documents, and any scheme-specific paperwork will contain the terms specific to your order. Installation dates, scope, and pricing may be affected by survey findings, customer-supplied information, product availability, DNO approvals, grant approvals, and other third-party or regulatory processes.

3. Property Suitability and Survey

3.1 Right to Withdraw

All installations are subject to a property survey. UKEM reserves the right to withdraw from or amend any agreed contract if, following a survey or site inspection, we determine that:

• The property is structurally unsuitable for the proposed installation
• The installation cannot be completed safely or in compliance with relevant regulations
• The property does not meet manufacturer or scheme requirements

In such cases, no charge will be made for work not carried out and any deposit paid will be refunded in full.

3.2 Planning Permission

Many domestic renewable energy and heating installations fall within permitted development rights and do not require planning permission. However, this is not universal. The following apply:

• It is the customer's responsibility to confirm whether planning permission is required for their specific property, particularly for listed buildings, conservation areas, or flats.
• For air source heat pumps, permitted development conditions include noise limits. The customer should be aware that ASHP installations must comply with noise requirements, and UKEM will advise during the survey if any constraints apply.
• UKEM will flag any known planning constraints identified during the survey, but this does not constitute formal planning advice.
• UKEM accepts no liability for delays or abortive costs arising from a failure to obtain necessary planning consent where this was the customer's responsibility.

3.3 Hazardous Materials

The removal or handling of hazardous materials, including asbestos, is excluded from all contracts. Where hazardous materials are identified before or during installation, works may be suspended until the customer arranges safe removal at their own expense and provides UKEM with a Clean Air Certificate. Any additional costs arising from delays, extended scaffolding, or return visits required as a result are chargeable to the customer.

4. Customer Obligations

4.1 Access and Site Readiness

To enable UKEM to carry out the installation safely and efficiently, you agree to:

• Ensure clear and safe access to all relevant areas of the property on the agreed installation date, including loft spaces, consumer units, external walls, and roof areas as applicable
• Ensure that a responsible adult (aged 18 or over) is present throughout the duration of the installation
• Provide adequate vehicle parking within 25 metres of the property entrance; any parking charges or permits required are the customer's responsibility
• Disclose any known structural issues, asbestos, existing electrical faults, or other conditions that may affect the installation
• Ensure that your property has an adequate consumer unit and electrical infrastructure, or agree in advance to any necessary upgrades
• Obtain any landlord, freeholder, or mortgage lender consent required before work begins

UKEM accepts no liability for delays, additional costs, or incomplete installations arising from a failure to meet the above obligations. Abortive visit charges may apply where access is not available on the agreed date.

4.2 Respectful Conduct

Our engineers and staff come to your property to deliver a professional service and expect to be treated with respect. UKEM will not tolerate threatening, abusive, or violent behaviour toward any member of our team or our subcontractors. If such behaviour occurs:

• The engineer will leave the property immediately and make it safe
• UKEM reserves the right to cancel the contract with immediate effect
• Serious incidents will be reported to the relevant authorities

Where a site is vacated for reasons of safety, abuse, or misconduct, no refund will be due in respect of any visit costs already incurred.

4.3 Making Good and Redecoration

Whilst all reasonable care will be taken during the installation, the following apply:

• Cuts or holes made to allow for equipment will be made good (sealed and secured) but will not be repainted or redecorated - some redecoration should be anticipated and is the customer's responsibility
• Floorboards will be reinstated or replaced where necessary; specialist or laminated floors may not be permanently refixed
• Carpets that are lifted will be re-laid to the best of our operative's ability; UKEM cannot be held responsible for carpets that have been nailed or glued down
• Where specialist finishes (render, timber cladding, stone, specialist mortar) are disturbed, UKEM will make the area temporarily weather-tight; full reinstatement of specialist finishes is the customer's responsibility
• UKEM accepts no liability for matching materials (bricks, tiles, roof tiles, etc.) to existing ones, due to weathering and product obsolescence

4.4 Insurance Notification

It is the customer's responsibility to notify their household buildings and contents insurers of any changes to the property resulting from the installation (including, for example, solar panels, battery storage, heat pump units, or EV chargers). You are strongly recommended to check your insurance policies before installation to ensure appropriate cover is in place. UKEM accepts no liability for any loss arising from a failure to notify your insurer.

5. Warranties and Guarantees

5.1 Workmanship Warranty

UKEM provides a 2-year workmanship warranty on all installations carried out by our engineers or approved subcontractors. This covers defects arising directly from the quality of the installation work itself.

The workmanship warranty does not cover:

• Faults arising from fair wear and tear, accidental damage, or misuse
• Defects resulting from modifications or repairs carried out by third parties not authorised by UKEM
• Damage caused by events outside our control (storms, flooding, subsidence, etc.)
• Consumable components such as filters and fuses
• Pre-existing defects, poorly installed infrastructure, or components not supplied or installed by UKEM
• Cosmetic damage, redecoration, or building fabric (plaster, render, roofing materials)

Nothing in this section affects your statutory rights under the Consumer Rights Act 2015.

Any additional workmanship protection, insurance-backed guarantee, or consumer-code protection applicable to your installation will be set out in your installation documents where relevant.

5.2 Manufacturer Product Warranties

All products are supplied with the benefit of the relevant manufacturer's warranty. Duration and terms vary by product and brand and will be specified in your installation documentation.

In the event of a zero-hour product failure (i.e. a fault present at or immediately after installation), the manufacturer or their appointed representative will be required to attend and repair the product. UKEM will liaise with the manufacturer on your behalf to arrange attendance as quickly as possible. UKEM is not responsible for replacing a product in the event of a zero-hour manufacturer failure.

UKEM will provide reasonable assistance in processing manufacturer warranty claims but is not the warrantor for manufacturer defects. If you experience an issue during the manufacturer warranty period, contact the manufacturer directly using details provided in your installation documentation.

For battery storage systems, manufacturer warranties typically include capacity guarantees (a guaranteed percentage of original capacity after a specified number of years or charge cycles). Specific capacity warranty terms will be detailed in your installation documentation and are governed by the manufacturer, not UKEM.

6. Use of Subcontractors

UKEM carries out installations using a combination of directly employed engineers and approved third-party subcontractors. All subcontractors are vetted, hold the necessary certifications and registrations, and are required to meet UKEM's quality and safety standards.

The use of a subcontractor does not affect your rights under these terms. UKEM remains your primary point of contact and is responsible for the quality of the installation regardless of who carries it out. All warranties in Section 5 apply equally whether work is carried out by UKEM staff or subcontractors.

7. Force Majeure

UKEM shall not be liable for any delay or failure to perform its obligations under these terms where such delay or failure results from circumstances beyond our reasonable control, including but not limited to: severe weather, supplier or manufacturer delays, material shortages, strikes, industrial action, illness, flooding, fire, acts of terrorism, war, pandemic, government action, or failure of utility supplies.

Where a force majeure event occurs, UKEM will notify the customer as soon as reasonably practicable and will use reasonable efforts to resume performance. Installation dates are estimates only unless expressly confirmed in writing. Dates may also be affected by survey findings, customer readiness, product availability, DNO approvals, grant approvals, and other third-party or regulatory processes.

8. Use of This Website

This website and UKEM's products and services are directed at, and available to, customers in mainland Great Britain (England, Wales, and Scotland) only. We do not currently offer installations in Northern Ireland, the Isle of Man, the Channel Islands, or any other territory outside mainland Great Britain.

We may deny or restrict your access to the site at any time if we reasonably believe you have not complied with these terms or are misusing the site. We reserve the right to amend, update, suspend, or discontinue the site or any part of it at any time without notice.

9. Accuracy of Information

We take reasonable care to ensure that the information on this website is accurate and up to date. However, information may be sourced from third parties and we cannot guarantee its accuracy, completeness, or suitability for your individual circumstances.

Estimates and indicative figures - including projected energy savings, solar generation outputs, heat pump efficiency ratings, battery storage capacity projections, and EV charging costs - are illustrative only. They will vary based on your property, usage patterns, energy tariffs, weather conditions, and other individual factors. They do not constitute a guarantee of savings or performance.

To the fullest extent permitted by law, we exclude all liability for reliance on information published on this website. This does not affect your statutory rights as a consumer.

10. Limitation of Liability

To the fullest extent permitted by applicable law, UKEM excludes all liability for:

• Indirect or consequential loss, including loss of income, profit, business, data, or goodwill
• Loss of profit, business interruption, increased energy costs, loss of anticipated savings, or loss of earnings arising from delays, complications, or rectification works
• Any loss or damage arising from your use of or inability to use this website
• Inaccuracies in third-party content or linked external sites
• Damage caused by pre-existing structural defects or weaknesses at the installation address, whether visible or not

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraudulent misrepresentation, or any liability that cannot be excluded under applicable law.

11. Intellectual Property and Copyright

The UK Energy Management Group Ltd name, logo, and all content on this website are protected by copyright and are the property of UKEM or its licensors. You may not reproduce, distribute, or use any content from this website for commercial purposes without our prior written consent.

You may print or save content for your own personal, non-commercial use, including your own quotation and product information documents. The engineer attending your property may take photographs and video of the installation for UKEM's auditing, compliance, and quality assurance records. These images are required for regulatory and scheme compliance purposes. With your consent, UKEM may also use installation photographs for marketing or promotional purposes. You are free to decline marketing use without affecting your installation or any other rights under these terms.

12. Third-Party Products, Links, and Services

Where we provide links to external websites, we do not endorse any products or services advertised on those sites. Use of any such links is at your own risk. We accept no responsibility for the content, security, or performance of third-party sites.

UKEM uses Trustpilot and Google Reviews as platforms for collecting and displaying customer reviews. The display of reviews and ratings on this website does not imply endorsement of UKEM by Trustpilot or Google.

13. Personal Data and Privacy

Our full Privacy Notice explains how we collect, use, and protect your personal data. A copy is available on our website. Your data will not be sold to or shared with external third parties for their own marketing purposes without your explicit consent.

14. Marketing Communications

We may contact you about products and services that may be of interest to you, subject to your marketing preferences and in accordance with our Privacy Notice. You can opt out at any time by emailing customercare@ukem.co.uk.

15. Complaints

If you are not satisfied with any aspect of our products or service, please contact us:

• Email: customercare@ukem.co.uk
• Post: Customer Care, UK Energy Management Group Ltd, 6 Crown Road, Quay West Business Village, Sunderland, SR5 2AL

We aim to acknowledge all complaints within 5 working days and to resolve them within 8 weeks.

Where we are unable to resolve your complaint to your satisfaction, you may have the right to refer the matter to the Renewable Energy Consumer Code (RECC) dispute resolution process, which is UKEM's nominated alternative dispute resolution provider for non-finance complaints. Where your complaint relates to a finance agreement, you may also refer it to the Financial Ombudsman Service (FOS) at www.financial-ombudsman.org.uk.

16. Changes to These Terms

We may update these Terms and Conditions from time to time. The date at the top of this page indicates when these terms were last updated. Your continued use of this website or our services after any changes are published constitutes acceptance of the updated terms.

17. Transfer of Contract and Business Continuity

In the event that UKEM ceases to trade, undergoes a change of ownership, or is otherwise unable to fulfil its obligations under this contract, we may transfer our rights and obligations to a suitably qualified third party. We will notify you in writing if this happens and will ensure that the transfer does not affect your rights under this contract, including any outstanding warranties.

You may not transfer your rights or obligations under this contract to any other person without our prior written consent.

18. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If it cannot be modified, it shall be removed. In either case, the remaining provisions of these terms shall continue in full force and effect.

19. Waiver

If UKEM does not exercise or enforce any right or provision of these Terms and Conditions, this does not constitute a waiver of that right or provision. Any waiver of any provision shall only be effective if confirmed in writing by UKEM.

20. Governing Law and Jurisdiction

These terms and conditions are governed by and construed in accordance with the laws of England and Wales, except where your installation property is located in Scotland, in which case Scots law applies.

Any dispute arising out of or in connection with these terms will be dealt with by the courts of England and Wales if your property is in England or Wales, and by the courts of Scotland if your property is in Scotland.

UKEM's products and services are available to customers in mainland Great Britain only. If you access this website from outside mainland Great Britain, you do so at your own risk and are responsible for ensuring compliance with all applicable local laws.

PART 2 - DIRECT PURCHASE INSTALLATIONS

This part applies where you are purchasing products and services directly from UKEM, whether paying outright or via finance. It should be read alongside Part 1 (General Terms).

21. Direct Purchase Products

The following products are available for direct purchase from UKEM, either outright or via finance:

• Solar panels and battery storage systems
• Gas boilers - installed by Gas Safe registered engineers
• Air source heat pumps - MCS certified installation
• EV chargers (including Ohme and Tesla chargepoints) and associated electrical infrastructure

22. Online Purchases and Orders

22.1 Placing an Order

Where you place an order or submit a quote request through this website, you are making an offer to purchase. No contract for the supply of goods or services is formed until we issue a written order confirmation or installation agreement.

By placing an order, you confirm that you are either the legal owner of the property or that you have obtained all necessary permissions from the owner, landlord, freeholder, or managing agent to proceed with the installation.

All quotations and the ordering process are provided for domestic use only. You must be at least 18 years old to place an order.

22.2 Pricing and VAT

All prices shown are in pounds sterling (GBP) inclusive of VAT (where applicable) unless otherwise stated. Certain renewable energy and energy-saving products may qualify for the reduced rate of 0% VAT on energy-saving materials under current government legislation; where this applies, it will be reflected in your quotation. Prices are subject to change without notice. The price confirmed in your order confirmation is the price you will pay.

22.3 Ownership of Goods

Ownership of all equipment and materials supplied by UKEM remains with UKEM until full and cleared payment has been received. This applies whether or not the equipment has been installed at the property.

22.4 Deposits

Where a deposit is required, this will be clearly stated in your quotation. The following terms apply:

• If you cancel within the 14-day cooling-off period (see Section 22.7), your deposit will be refunded in full, less any costs already reasonably incurred at your request.
• If you cancel after the cooling-off period has expired, your deposit may be retained to cover costs already incurred, including procurement of equipment and pre-installation work.
• If UKEM cancels your order for reasons other than property unsuitability or customer-side issues, your deposit will be refunded in full.

22.5 Quotation Validity

Quotations provided through our online tool or by telephone are based on information supplied by you and are valid for seven (7) days from the date of issue. Quotations are only fixed where all information provided is accurate and complete. If information is found to be inaccurate upon site inspection, UKEM reserves the right to re-quote, and you may accept the revised price or cancel for a full refund.

22.6 Optional Extras and Upgrades

Where you select optional extras or upgrades as part of your order, specific terms, compatibility requirements, and warranty details will be set out in your order confirmation and installation agreement.

22.7 Distance Selling - Your Right to Cancel

If you contract with us remotely (online, by phone, or by email), cancellation rights may apply under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Details of any applicable cancellation period, the method for cancelling, and the effect of requesting early commencement of works will be set out in your order confirmation or installation agreement.

To exercise your right to cancel, please notify us clearly in writing:

• By email: customercare@ukem.co.uk
• By post: UK Energy Management Group Ltd, 6 Crown Road, Quay West Business Village, Sunderland, SR5 2AL

22.8 After the Cooling-Off Period

Once the 14-day cooling-off period has passed, or once installation has been completed, cancellation will be subject to Section 26 of these terms. Any bespoke or special-order equipment ordered specifically for your installation may not be returnable.

23. Finance and Credit

23.1 Finance Provider

UK Energy Management Group Ltd is an Appointed Representative of Shermin Finance Limited (FRN 727594), which is authorised and regulated by the Financial Conduct Authority. Shermin Finance Limited (Company No. 01276121), Registered Office: Homeserve, Cable Drive, Walsall, England, WS2 7BN.

Shermin Finance Limited acts as a credit broker, not a lender. Finance is subject to status and affordability. We may introduce you to a limited number of carefully selected lenders. We may receive a commission from lenders when a finance application is successful; the amount may vary depending on the product selected and the amount of credit taken. We do not provide independent financial advice.

23.2 Finance Applications

Where you apply for finance through this website or via one of our representatives:

• Submitting a finance application does not guarantee acceptance. Approval is at the sole discretion of the lender.
• You must be 18 or over, a UK resident, and meet the lender's eligibility criteria.
• A credit check will be conducted, which may leave a footprint on your credit file.
• The Annual Percentage Rate (APR) and total amount repayable will be clearly stated in your credit agreement before you sign.
• You have the right to withdraw from a credit agreement within 14 days of signing without giving a reason.
• If a finance agreement is subsequently cancelled after installation has begun or been completed, the full contract balance becomes payable promptly by alternative means and in accordance with your revised payment arrangements.

24. Pre-Installation Photo Submission

Following placement of your order, we may ask you to submit photographs of your property to help us plan and confirm your installation. Guidance on what to photograph will be provided with your upload link. Photographs must be submitted before your scheduled installation date; failure to do so may result in rescheduling.

You confirm that all photographs submitted are true, accurate, and current representations of the property. If the engineer finds that conditions differ materially from the photographs provided, UKEM reserves the right to re-quote or cancel the order with a full refund.

25. Product-Specific Terms

25.1 MCS Certification and Smart Export Guarantee (Solar and ASHP)

UKEM is a certified installer under the Microgeneration Certification Scheme (MCS). Where applicable, following completed installation and receipt of full payment, UKEM will provide MCS certification and, where required, RECC registration and NAPIT electrical certification.

UKEM will use reasonable endeavours to register eligible solar and ASHP installations with MCS where applicable. However, it is the customer's responsibility to apply to their energy supplier for any Smart Export Guarantee (SEG) tariff or other export payment using the MCS certificate provided. UKEM accepts no liability for a customer's failure to register or claim an available tariff.

25.2 Boiler Upgrade Scheme (BUS) - Heat Pumps

UKEM is an MCS certified installer eligible to apply for the Boiler Upgrade Scheme on the customer's behalf. Where applicable, the following terms apply:

• UKEM will apply to Ofgem for a BUS voucher on your behalf. The grant value will be deducted from your quotation upfront.
• Eligibility is subject to Ofgem's scheme rules, including the requirement for a valid Energy Performance Certificate (EPC) and the replacement of an existing fossil fuel or electric heating system.
• Once a BUS voucher is issued, installation must be completed within the validity period set by Ofgem (typically 3 months for ASHP, 6 months for GSHP). If the voucher expires, a new application will be required.
• The BUS grant cannot be combined with other government funding for the same heat pump installation.
• UKEM accepts no liability if a BUS application is declined by Ofgem or if scheme funding is exhausted.

25.3 Grid Connection - Solar PV and Battery Storage

For solar PV installations that export electricity to the grid, a G98 notification or G99 application to the local Distribution Network Operator (DNO) may be required. The following terms apply:

• For smaller domestic systems (typically under 3.68kW single phase), UKEM will submit a G98 notification to the DNO on your behalf.
• For larger systems, a G99 application is required. DNO approval may take several weeks and installation dates are provisional until approval is received.
• UKEM accepts no liability for delays caused by the DNO approval process. Where DNO approval is required, the installation date may need to be rescheduled.
• UKEM will not commission a solar PV system for grid export until the appropriate DNO notification or approval has been completed.

25.4 EV Charger - Specific Terms

The following additional terms apply to EV charger installations:

• DNO notification: Installation of an EV charger may require notification to your local Distribution Network Operator. UKEM will submit the required notification on your behalf. Where DNO approval is required (for example, where an electrical supply upgrade is needed), installation dates are provisional until approval is received.
• Smart Charge Points Regulations: All EV chargers installed by UKEM comply with the Electric Vehicles (Smart Charge Points) Regulations 2021, which require chargers to include off-peak charging defaults, randomised delay functions, and remote access capabilities.
• OZEV grant: Where you are eligible for an OZEV EV Chargepoint Grant, UKEM will apply for the grant on your behalf as an OZEV-authorised installer. The grant value will be deducted from your invoice. Eligibility is subject to OZEV's scheme rules and is not guaranteed. UKEM accepts no liability if a grant application is declined or if the scheme closes.
• Electrical capacity: Your property must have sufficient electrical capacity to support the charger. Where a supply upgrade or consumer unit replacement is required, this will be identified during the survey and quoted separately.
• Part P compliance: EV charger installation is notifiable electrical work under Part P of the Building Regulations. UKEM's NAPIT registration covers self-certification of this work.

25.5 Connectivity Requirements

Many products installed by UKEM require internet connectivity to function fully, including smart EV chargers, solar monitoring systems, smart heating controls, and battery management systems. It is the customer's responsibility to ensure a stable Wi-Fi or internet connection is available at the installation location. UKEM is not responsible for the customer's broadband, Wi-Fi range, or mobile signal strength, and any network upgrades are the customer's responsibility unless expressly included in the quotation.

26. Cancellation Policy

26.1 Before Installation Begins

Subject to your statutory 14-day cooling-off rights (see Section 22.7), if you cancel an order before installation has commenced you may be subject to a cancellation charge to cover:

• Costs of any bespoke or special-order equipment already procured specifically for your installation
• Reasonable survey and pre-installation assessment costs
• Any third-party fees (e.g. scaffolding, DNO applications) already incurred on your behalf

26.2 After Installation Has Commenced

If cancellation occurs after installation has begun, UKEM may recover the contract value or such part of it as reflects work carried out, goods supplied or committed, and costs reasonably incurred, unless cancellation arises because of a defect or UKEM's material breach of contract.

26.3 Appointment Cancellations

We require at least 48 hours' notice to reschedule or cancel a booked installation appointment. Failure to provide adequate notice may result in an abortive visit charge being applied.

26.4 If UKEM Cancels

UKEM reserves the right to cancel or refuse any order at any time. Where UKEM cancels an order for reasons other than property unsuitability, customer-side issues, or customer breach of these terms, a full refund of any monies paid will be issued. No further damages or expenses shall be payable by UKEM to the customer.

PART 3 - GOVERNMENT-FUNDED INSTALLATIONS

This part applies where your installation is delivered under the Energy Company Obligation (ECO4) or another government grant programme. It should be read alongside Part 1 (General Terms).

27. Products Available Under Government-Funded Schemes

The following products may be available to eligible customers under the Energy Company Obligation (ECO4) or other government grant programmes, subject to eligibility, property suitability, and available funding. Where funding is approved and the proposed measures are covered in full by the relevant scheme, eligible customers may receive installation at no direct cost. In some cases, eligibility, scope, funding limits, or property-specific requirements may affect what is available.

• Insulation (cavity wall, loft, room in roof, and solid wall)
• Gas boilers - installed by Gas Safe registered engineers
• Air source heat pumps - MCS certified installation
• Electric storage heaters
• Solar panels (where eligible under the scheme)
• Ventilation systems
• Smart heating controls

28. ECO4 and Government Grant-Funded Measures

28.1 Scope

Where UKEM is installing measures as part of the Energy Company Obligation (ECO4) scheme or other government-funded grant programmes, the following additional terms apply alongside the rest of these terms.

28.2 Cost to Customer

Where funding is approved and covers the full scope of works, eligible customers will not be charged for the installation. Funding is subject to scheme rules, funder approval, available budget, and survey outcomes. UKEM may withdraw, amend, or reschedule where funding is declined, reduced, or withdrawn. Funding can only be claimed for the installation of complete measures, and UKEM is required to provide evidence of all completed work to our funders.

28.3 Appointment Changes and Cancellations

Once an appointment is scheduled, we require at least 48 hours' notice for any changes or cancellations. Failure to provide 48 hours' notice may result in a cancellation fee being charged.

28.4 Project Completion

Every measure agreed upon prior to installation must be fully installed. Once any measure installation begins, the full project must be completed. If you choose not to allow UKEM to complete the full project, you may be liable for costs reasonably incurred up to that point, including any unrecoverable funding-related or project costs.

28.5 Suitability of Measures

UKEM reserves the right to withdraw any measures if subsequent surveys identify that a property is unsuitable or installation cannot be completed safely or within scheme rules. No charge will be made for work not carried out.