Terms & Conditions
These terms and conditions apply to ESE group limited, Unit 5 Sprint Way, Hunts Cross, Liverpool, L24 9AB. This agreement covers the cost of all parts and labour (including VAT) associated with any repairs required to ensure that your solar PV system is in working order. There are no limits to the number of call-outs you may have during this agreement. By using our services, you hereby agree to be bound by these terms and conditions as they are stated here.
We will attempt to carry out an annual inspection (health check) of your solar PV system. We typically conduct your system check once every 12 months. The system check will consist of: a visual inspection of all panels and solar inverters to ensure that they are fully operational, check generation reading, check all cable connections, voltage and current check, photo-voltaic module string test, junction box isolator and distribution board and cable inspection, meter check, labelling and schematic check.
We are not contractually obliged to offer a free health check. You pay ESE Group a monthly (or yearly) fee for Solar Maintenance and Maintenance only. The health check is an additional service that we offer. On occasions, we may be unable to complete a health check for various reasons, that are out of our control. These will be communicated to you prior to any scheduled visit, and where possible the health check will be rescheduled for an alternative date.
If you have not received a health check or you’re unhappy about a previous health check that’s been carried out; you have the right to contact our complaints team via email (firstname.lastname@example.org) and follow our complaints procedure.
ESE Group will cover your FIT payment whilst awaiting repair. ESE Group will financially reimburse any maintenance customer for their FIT and Export tariff from the date a fault has been reported and logged with our maintenance team, to the time it is fixed. We reserve the right to request 3 years of historical data in all instances which clearly shows, by quarter, FIT and generation payments.
This will be calculated by using the average of the 3 previous years’ payments, showing the daily rate per KW hours. This will be multiplied by the number of days since the system fault was advised until the day the system issue is resolved and repaired.
The following months are exempt: November, December, January, and February, due to weather conditions. We are unable to carry out faults connected to issues on rooftops during this time where connections are compromised due to the weather.
Customers can pursue the claim by uploading the necessary documentation on the ESE website, www.esegroup.co.uk/fit-payments-reimbursement, you will then receive an email from our Accounts Department acknowledging receipt and payment will be made within six weeks.
Your FIT payment reimbursement is capped at 28 days only. This is due to replacement/faulty parts being ordered or delays in delivery, which are out of our control. Replacement parts can take up to 28 days to arrive from the manufacturer and be fitted at your property.
ESE Group reserve the right to refuse any payments or to withdraw this offer at any time.
Breakdown calls will be treated as a priority over service calls. If we agree that the breakdown is an emergency, we will respond as a priority.
If you have an existing fault with your solar PV system, but are not currently with ESE Group for maintenance, we can still cover your fault. Cover will be valid on your system if a 5-year (non-refundable) maintenance plan is purchased. This will cover the cost of the existing fault and give you 5 years of stress-free maintenance. Once payment has been taken and you’ve been added to our maintenance system, we’ll arrange for an engineer to visit your property.
We aim to provide you with a quality service that fits your requirements. If for any reason, you are not available for the agreed appointment time, you should contact us at your earliest convenience to arrange an alternative appointment if possible.
For new maintenance agreements, cover will begin once your application has been accepted. This is subject to the successful processing or payment or direct debit creation. Any repairs that are required during the period before payment is received may be subject to a call-out fee. If your payments are in arrears at any stage, your maintenance agreement will be void and subject to call-out fees and costs or repairs. Payment must be paid by monthly direct debit unless the annual subscription has been paid in advance.fit-payments-reimbursement
Solar Maintenance Letters – These terms and conditions apply to ESE Group Ltd. Unit 5 Sprint Way Liverpool L24 9AB. £60 represents 3 months worth of Solar Maintenance and cannot be claimed as a monetary value. This agreement covers the cost of all parts and labour (including VAT) associated with any repairs required to ensure your solar PV system is in working order. There are no limits to the number of call outs you may have during this agreement. We will carry out an annual inspection of your solar PV system.
The health check will consist of the following procedures: a visual inspection of all panels and solar inverters to ensure they are fully operational, check generation reading, check all cable connections, voltage and current check, photovoltaic module string test, junction box isolator and distribution board and cable inspection, meter check, labelling and schematic check, energy production analysis, production of a maintenance report which includes the roof condition alert report. Annual health checks will be carried out on an agreed date during normal working hours. Lost energy generation payments require validation of historic generation meter readings to be provided by the homeowner.
Breakdown calls will be treated as a priority over service calls. We aim to provide you with quality service that fits your requirements. If for any reason, you are not available for the agreed appointment time you should contact us at the earliest convenience to arrange an alternative appointment. Failure to provide ESE Group with 24 hours cancellation notice could incur a callout charge.
For new maintenance agreements, cover will start once we accept your application, subject to the successful processing of payment or Direct debit creation. Any repairs that are required during the period before payment is received may be subject to a call out fee. If your payments are in arrears at any stage your maintenance agreement will be void and subject to call out fees and costs of repairs. Payment must be made by monthly direct debit unless the annual subscription has been paid in advance.
ESE Group Limited will contact all customers to discuss your renewal on or around your subscription period end date and will continue to be subject to the original discount.
ESE Group Limited’s maintenance agreement is a rolling agreement, and you have the right to cancel this by giving 28 days’ notice. If you wish to cancel please state this in writing to the Operations Manager at: ESE Group Limited, Unit 5, Sprint Way, Hunts Cross, Liverpool, L24 9AB.
The agreement only covers the components that make up your solar PV system. This agreement does not cover existing roof repairs or damage to the property from the previous contractor, it does not cover third-party upgrades i.e existing battery systems etc.
We do not cover pest-related issues e.g., damage to the PV array by pigeons. We do not cover acts of god e.g., a flood or storm damage to the system, this should be taken up with your insurance provider. We do not cover the removal and replacement of solar panels for roof work under the solar PV maintenance agreement.
If it is required to replace any parts to maintain your solar PV system, we retain the right to do so using parts from a similar specification system. Should we replace your inverter due to a fault that cannot be repaired, we will use an inverter of identical specification, as many of the inverters used over 3 years are no longer in production.
If a third party attempts to do any electrical work or general maintenance on your property that compromises your solar PV system, this will not be covered, and this may result in a charge to complete any corrective work.
As part of our maintenance service, we reserve the right to contact you during each quarter to take your generation meter readings to ensure you are getting the maximum from your solar PV system following any repairs that have taken place.
Upon an engineer visiting your property due to a fault occurring, if solar panels, inverters, or micro-inverters are faulty, we will take ownership and liaise directly with the manufacturer where they are deemed under warranty and you must provide a receipt and proof of purchase for us to do this, and to arrange the products to be replaced for reinstallation by us.
If the junction box isolator, distribution board, or wiring is faulty in relation to your solar PV array, we will replace that immediately.
We will only repair issues reported by a third party regarding your solar system on receipt of a written report by a qualified person or persons.
Under the terms of our maintenance agreement, all engineer call-outs are free of charge which is covered under a maintenance agreement.
Systems installed under a rent-a-roof scheme or provided by a landlord are usually covered under a maintenance scheme provided by the owner of the system. It is your responsibility to check that you are not already covered before entering into a maintenance agreement with ESE Group Limited.
We may assign or transfer any or all parts of our rights to a subcontractor and obligations to this agreement without your consent who hold the necessary qualifications. ESE Group Limited will notify customers of any changes in writing with 28 days notice and your right to cancel will apply.
We reserve the right to amend the terms and conditions of your solar PV system maintenance agreement. ESE Group Limited will notify you of any changes in writing and give you the right to cancel within 28 days of any changes made.
Any delay on our part enforcing any term or condition right or remedy in respect of this agreement will not be deemed to be a waiver of any such terms and conditions.
If both parties agree to cancel the agreement, and you pay by direct debit, we will stop the agreement after we have processed your next payment, you will be liable for any outstanding costs relating to any upgrades that have not been settled in the full amount.
If scaffolding is required to access the roof this will be free of charge under the maintenance agreement.
ESE Group Limited’s electrical engineer call-out charge is a standard fee of £175 for the first hour and then £70 an hour therefore after. All customers who have a maintenance agreement will not pay for these charges, however if we conduct a repair on your domestic solar PV system and you cancel your direct debit without an agreed cancellation of the maintenance agreement you may be liable for these charges.
As part of this maintenance contract, all customers will receive telephone support. Upon any potential queries or faults occurring, the customers must first telephone our office and we will then transfer the customer to a fully qualified electrical engineer to do a telephone diagnostic. This process must be completed before we would arrange an engineer call-out.
Upon taking out the maintenance agreement, all customers must provide us with the following information on their solar PV array system: date of installation, roof type i.e.: slate/concrete/rosemary/steel construction, size of system i.e., number of panels, make, model number and serial number of the inverter, with a current meter reading.
ESE Group Limited does not accept any responsibility for the workmanship or the installation nor are we liable for your generation from any work carried out from a third-party including the original installation company.
ESE Group Limited maintenance agreement is not an insurance policy or a warranty for your PV system.
ESE Group Limited does not accept any responsibility for generation from any installation work carried out but will rectify any issues caused.
For more information, get in touch
Call 0151 665 0560 or email us at email@example.com
For more information, get in touch
Call 0151 665 0560 or email us at firstname.lastname@example.org