XTRA ENERGY LTD

Terms & Conditions

These Terms, together with the Order, form the entire Contract between You (the Customer) and Xtra Energy Ltd (“We”, “Us”, “Our”).

​Commencement Date: The date the Order is signed by both parties.

Contract: These Terms + the signed Order

CRA: Consumer Right Act 2015

Delivery Date: Estimated date for delivery & installation

RECC: Renewable Energy Consumer Code (to which Xtra Energy Ltd is committed).

Emergency Works: Immediate essential works needed for safety or integrity of the property

Goods: All solar PV, battery systems, equipment and components listed in the Order.

Installation Plan: A written plan describing the installation process, access, safety and site requirements.

Order: The document specifying the Goods, Services and Price.

Order Confirmation: Our written acceptance of Your Order

Preparatory Work: Surveys, EPC assessments, structural checks or other work needed prior to installation.

Price: Total contract value including VAT.

Services: Delivery, installation, commissioning, certification, and any professional services.

 

Company Details: XTRA Energy Ltd

Registered Office: Unit One, Storey Court, Dunne Road, Blaydon on Tyne, NE21 5NH

Email: hello@xtraenergy.co.uk

Tel: 07411708902

Website: xtraenergy.co.uk

Company registered Number: 16868289

Nothing in these Terms affects Your statutory consumer rights.

1. Formation of Contract

TheContract is formed when both parties sign the Order. Please read all documents carefully and notify Us of any required changes before signing.

2. Information We Must Provide You

Your Order will clearly show:

  • Full Price (including VAT) and cost breakdown

  • Any statutory fees (planning, EPC, structural survey if applicable)

  • Optional upgrades and whether they are mandatory or optional

  • Any promotional discounts

  • Payment structure and finance options

  • Availability of aftercare, maintenance and support

3. Specification of Goods

Goods supplied will match the description in the Order.

Marketing illustrations, images or examples are for guidance only—actual colours, finishes or materials may vary slightly.

Measurements will be verified during surveys and reflected in the final Installation Plan.

4. Performance Calculations

Energy savings, generation forecasts and payback periods are estimates only. They are produced using:

  • MCS-approved calculation methods, and

  • Public data from the Office for National Statistics

Actual performance may vary due to weather, shading, orientation, property conditions and other external factors. No generation values represent a guarantee.

5. Preparatory Work & Emergency Work

We may carry out:

  • roof surveys

  • EPC assessments

  • structural checks

  • electrical checks

  • any other necessary preparatory steps

If You cancel after Preparatory Work has begun, a reasonable portion of the cost may be charged.

Emergency Works cannot be cancelled once started.

6. Variations

We may make minor technical adjustments required by law, regulation or product availability.

You may request changes within 7 days of the Commencement Date. Any changes affecting cost or timing will be confirmed in writing.

If major changes arise during surveys (e.g., structural concerns, roof limitations), You may pause the Contract for 14 days and either:

  • accept the revised Order, or

  • cancel the Contract with a refund (minus reasonable survey/Preparatory Work costs)

7. Your Right to Cancel

As a RECC-compliant installer, You have enhanced cancellation rights:

You may cancel within 14 days of the Commencement Date.

If You cancel:

  • Before any work begins: full refund

  • After preparatory work begins: We may charge reasonable costs only

  • After installation begins or is completed: We may remove the system and charge for labour, materials used, and reduced value of returned products

Cancellation must be communicated in writing but may be sent by email.

8. Delivery & Installation

Delivery and installation are included in the Price unless otherwise stated.

Time is not of the essence.

If delays occur:

Within our control:

We will reschedule. If delays exceed 60 days, You may cancel and receive a refund (minus preparatory costs).

Outside our control:

See Clause 22 (Events Outside Our Control).

Installation Requirements

You agree to:

  • provide access between 08:00–18:00

  • provide water, electricity and toilet access for installers

  • move fragile items, valuables or obstructions prior to installation

  • allow safe access to Your property, roof and electrical areas

Waste Removal

Waste will be removed within 7 days by a licensed carrier.
Waste unrelated to Our installation is not included.

9. Permissions & Approvals

You are responsible for:

  • planning permission

  • conservation/listed building approval

  • landlord or freeholder consent

  • structural approvals (if required)

We are responsible for:

  • MCS Certification

  • RECC Compliance

  • DNO Notification

  • Manufacturer Warranty Registration

10. Ownership & Insurance

Goods become Your property once:

  • full payment has been received, or

  • a finance agreement is activated

Risk transfers upon installation and commissioning.

It is Your responsibility to notify Your property insurer of modifications.

11. Payment Terms

Payments are made as follows:

  1. 10% deposit at Order Confirmation
    (RECC & QANW limit: no more than 25% or £5,000)

  2. 50% stage payment once equipment is ready for installation

  3. 40% final payment within 7 days of completion and commissioning

Accepted payment methods:
Bank transfer, debit/credit card, or finance (subject to approval).

Late payments may incur interest at 8% above Bank of England base rate and reasonable recovery fees.

12. Defective Goods or Services

Please notify Us of any defects as soon as possible.

We will:

  • inspect the issue

  • repair or replace Goods if covered by warranty

  • remedy workmanship issues within the guarantee period

We are not liable for:

  • damage caused by third parties

  • customer-attempted repairs

  • fair wear & tear

  • condensation caused by reduced ventilation

CRA rights apply (30 days / 6 months / up to 6 years, depending on nature of fault).

If Goods are rejected, We will remove them safely but cannot reinstall old systems.

13. Workmanship Guarantee (QANW-Backed)

We provide a 2-year workmanship guarantee, backed by QANW Insurance.

This guarantee:

  • transfers free of charge if You sell the property

  • covers all installation workmanship

  • is valid even if Xtra Energy Ltd ceases trading (QANW will take over)

You will receive Your QANW certificate within 7 days of completion.

14. Complaints & Dispute Resolution

Complaints should be sent to:
hello@xtraenergy.co.uk or 0191 7163555

If a complaint cannot be resolved, You may escalate it via:

RECC Dispute Resolution
https://www.recc.org.uk/consumers/how-to-complain

If still unresolved, it may proceed to The Dispute Resolution Ombudsman, independent from RECC.

15. Limitation of Liability

We do not exclude liability for:

  • death or personal injury caused by negligence

  • fraud

  • any rights You hold under consumer legislation

Otherwise, liability is limited to reasonable, foreseeable losses.

16. Events Outside Our Control

These include but are not limited to:

  • extreme weather

  • supply chain disruption

  • government regulation changes

  • utility/grid failures

  • strikes or labour shortages

Obligations may be suspended during such events.

17. Transfer of Rights

We may transfer obligations to a suitably qualified third party (e.g., if ceasing to trade).
You may only transfer rights with Our consent, except for RECC/ADR cases.

18. Use of Personal Information

Your data is processed in accordance with GDPR for:

  • delivering the Contract

  • processing payments

  • certification registrations

  • warranty and guarantee activation

  • compliance with RECC, MCS and QANW requirements

We will not send marketing without Your consent.

Facebook X-twitter Youtube