Air source heat pump installation terms and conditions

Interpretation

These are the Terms, which together with the Order comprise the Contract. Within these Terms, the following definitions shall apply to the defined words and expressions, unless the context requires otherwise:

Commencement Date: means the date on which both parties agree the Order in accordance with clause 4 and at which point the Contract is formed.

Contract: means the legally binding contract between You and Us comprising of these Terms and the Order which comes into force on the Commencement Date and on which We shall supply Goods and Services to You.

CRA: means the Consumer Rights Act 2015.

Delivery Date: means the estimated date that We aim to deliver the Goods and commence Your installation or as varied from time to time in accordance with these Terms.

HIES: means the Home Insulation and Energy Systems Quality Assured Contractors Scheme (a division of the Integrity Foundation (reg. no. 07972075) and which has prepared the Model Terms & Conditions which forms the basis of these Terms.

Emergency Works: means any work required by You to be carried out in an emergency, such as where Your property has been damaged by a storm, is not watertight, or the health and safety of You or Your family is at risk.

Goods: means the items specified in the Order that We have agreed to supply to You.

Heat Pump: means the external heat pump unit, hot water cylinder, controls, wiring, pipes, fittings, valves, radiators and external modifications including earthworks and other fittings that we install as part of the agreed heat pump design.

Installation Plan: means the plan which We will produce to explain what is going to happen, any health and safety issues that You need to be aware of, advise You about any preparations that You may need to make (such as moving furniture or valuables or clearing space), the arrangements for access to Your property by the installation team, any special instructions to protect Your children or pets and what We will be doing with waste and materials that We need to take away.

Marketing Materials: means brochures, drawings, illustrations, literature, samples or other such marketing materials.

MCS: the Microgeneration Certification Scheme

Order: means the detailed description of the Goods and Services that You require Us to supply to You and any documents referred to therein.

Order Confirmation: means the action by Us, in writing, of accepting the Order.

Preparatory Work: means any work that We are contracted to do prior to installation of the Goods.

Price: means the total amount that You are contracted to pay to Us for the Goods and Services as shown on the Order.

Services: means the delivery, installation and professional services specified in the Order that We have agreed to provide to You.We, Us,

Our: means Dwellow Limited, a company registered in England with the registered number 15114137 whose registered trading address is Hermes House, Fire Fly Avenue, Swindon, SN2 2GA.

You, Your: means the person(s) whose details are set out in the Order.

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You should read these Terms carefully and check that the information shown in the Order is correct. We intend to rely on these Terms, so if You require any changes to them, please ask for the change to be confirmed in writing and prior to the Contract being formed.  

Your statutory rights as a consumer are set out in legislation and nothing in this Contract, or any of Our Marketing Materials shall affect any of Your statutory rights.

Fixed Price Quote

Our fixed price quotes (available after a free Home Assessment phone or video call where we assess your home’s eligibility for a Heat Pump) provides for the following:

1. an air-source heat pump that is appropriate for your home
2. a heat pump compatible hot water cylinder
3. compatible and appropriately sized radiators to meet the calculated heat output of your home and its individual rooms in accordance with MCS methodology
4. electrical materials required to fit the Heat Pump in your home
5. plumbing materials required to fit the Heat Pump
6. installation of a  base for your external Heat Pump unit
7. Earthworks and piping to site the Heat Pump away from an external wall (if requested)
8. Replacement of undersized primary heating pipework if identified at the Home Assessment phase
9. Minor modifications to your home’s interior and exterior finished surfaces and adjacent grounds
10. labour costs associated with the installation

Our fixed price quotes do not include changes to your home’s electrical supply that your Distribution Network Operator (DNO) may require. We will carry out the required notifications to your local DNO on your behalf and if additional works are required we will discuss these with You. Your DNO may levy a separate charge for these works. 

Our fixed price quotes will meet or exceed the MCS standards for Heat Pump design and installation. 

Our fixed price quotes are based on the information you provide through our online quote tool and / or as part of our Home Assessment. Where we determine that this information was not accurate after completing an on site technical home survey of your property, we reserve the right to issue a new Fixed Price quote based on those details.

Our fixed price quotes are valide for thirty days. Should you wish to proceed with your quote after this time, we may at our discretion issue a new quote.

In the event that we issue a Fixed price quote with incorrect information, including price, we may at our discretion issue a corrected quote based on the information you provided to us.

Technical Home Survey

To accept our Fixed price quote and proceed with a technical home survey to verify your home’s suitability for a Heat Pump, you must make a £199 advance payment (Home Survey Advance Payment) via our website, payment link or by telephone.

To undertake a technical home survey we will require access to your property to undertake detailed measurements of the external and internal dimensions, including windows, doors and radiators. The home surveyor will also identify potential sites to locate the components of the Heat Pump.

After the technical home survey is complete we will undertake the required calculations as defined by MCS (or other equivalent certification body) to verify your home’s suitability for a Heat Pump.

Where we are unable to verify aspects of your home, for example insulation levels, from the home survey but you confirm specifications of elements of the fabric of your home we will ask you to provide design and installation documentation associated with that specification. If these are unavailable we will note your confirmation and ask for confirmation in writing. 

If you ask us to deviate from MCS best practices or identify rooms as non-habitable we will confirm this in writing with you at the design stage.

If your home has a wet underfloor heating system installed we will ask you provide design and installation documentation. If you cannot provide such documentation we may cancel your installation and refund the Home Survey Advance Payment. Where we elect to proceed without the documentation, you agree that we make no guarantees as to the future performance of your underfloor heating system.

The Home Survey Advance Payment is refundable where we identify that your home is not suitable for a Heat Pump, subject to the information you shared with us during the online quote and home assessment was accurate.

Where we identify that your home is suitable for a Heat Pump but requires additional work not provided for in the Fixed price quote if you choose to not accept the additional cost of the works then we will refund the Home Survey Advance Payment.

Commencement of Installation

To commence with the install of your Heat Pump you must complete our quote form accurately and in full. You must also have the legal right to have the Heat Pump installed including being the owner of the property and have obtained any freeholder consents as required.

 Acceptance of these Terms is required to engage Our services and indicates Your agreement to comply with and be bound by these Terms in their entirety.

Information We Are Required To Give You

Dwellow Limited is an Introducer Appointed Representative of Social Money Ltd t/a Dopple, a company registered in England under company number 08054296, and is authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under reference number 675283. Registered with the Information Commissioner's Office under reference number ZA026178.

Accompanying your Order, we will provide you with the price of the Goods and Services and a breakdown, where appropriate, of how that price has been reached, including:

1. Delivery charges (if any)
2. VAT charges (at the prevailing rates at the time of the Commencement Date
3. Any statutory fees, such as planning consent fees)
4. Any charges for credit
5. Any other costed items and whether optional or mandatory as part of your Order

If You have chosen or accepted any special offer or incentive as part of the Order we will include details of this including any Terms associated with that arrangement.

We will provide you with information ahead of the Commencement Date, during installation and after installation completes as required under the Microgeneration Certification Scheme (or any equivalent).

Specification of Goods and Services

The Goods and Services are described in the Order.

We may have shown You Marketing Materials to provide You with an approximate idea of the Goods, layout or positioning that they describe. Although we have made every effort to display the Goods correctly, they may vary slightly from the colour or composition shown. All specifications are approximate only and are subject to normal margins of tolerance for the materials and installation in question. 

We have taken measurements for your Goods to enable Us to order the right materials to complete your order. It may be necessary for us to carry out a pre-installation survey to verify our measurements and to develop an Installation Plan (see Preparatory Work). There will be no charge for this.

We will not make use of components or materials that cause, or are likely to cause, the installed Heat Pump to fail to meet MCS standards

Performance Calculations

We have estimated the energy performance calculations and provided these with Your quotation. Our standard calculations are based on standard calculations approved for use by the Microgeneration Certification Scheme (or any equivalent approved by HIES). Where We have referred to energy inflation or other statistical information, We have used information publicly available from the Office for National Statistics.

The performance of energy systems is impossible to predict with certainty due to the variability in fuels and energy sources, climatic variations, local obstructions or environmental conditions and differences from location to location. The estimates provided in this contract are for guidance only and must not be considered as a guarantee of performance. 

If you request any changes to our standard calculations, for example to retain towel rails, we will discuss these with You to determine if the change is possible and any consequences of that. Any agreed upon changes will be confirmed by Us in writing.

Preparatory or Emergency Work

We will commence work on preparing the Goods for delivery and developing an Installation Plan from the Commencement Date. We may, at Our discretion, wait until Your right to change Your mind elapses (see Rights to Change Your Mind).

Our preparatory work may include a survey of Your property, assessment for an Energy Performance Certificate (EPC) or any other preparatory matter. Our fees and charges for preparatory work are clearly shown on the Order. By placing the Order, You give Us permission to go ahead with any Preparatory Work specified in the Order. If You change Your mind and cancel the Contract after the commencement of these Preparatory Works, You will be charged a reasonable proportion of the fees shown for them on the Order.

If You have requested Emergency Works, this will be clearly shown on the Order and You shall be deemed to have given Us permission to commence with these Emergency Works straight away. In this case We may take temporary action to make Your property safe, secure and watertight, before completing a full repair or replacement as set out in the Order You understand that this means You cannot change Your mind and cancel the Contract in respect of those Emergency Works.

Variations

We may need to make minor changes to the Goods specified on the Order if there is a change in laws, regulatory or technical requirements or improvements. These changes will not adversely affect the use or nature of the Goods.

You may ask Us to make changes to the specification of the Goods in advance of delivery. We will then advise You if Your requested change is possible and any consequences of that, including to the Price, the Delivery Date or anything else. Any agreed change will be confirmed by Us in writing.

During Our Preparatory Work (perhaps as a result of a survey or as a result of Your EPC assessment), it may be necessary to make more substantial changes to the Order. We will discuss these with You to determine if the change is possible and any consequences of that, including the Price, the Delivery Date or anything else. If significant changes are required, We will place the Contract on hold for up to 14 days to enable You to consider whether or not You wish to proceed. At the end of 14 days, if no agreement on changes is reached, the Contract will be terminated. You will receive a refund of any deposit paid within a further 14 days less, at Our discretion, any fees and charges due for the Preparatory Work completed so far. Any agreed change will be confirmed by Us in writing.

At your request we may install or commission your Heat Pump at a hot water flow temperature that differs from the designed flow temperature. Where we do this to meet your request, you agree that we do not guarantee system performance for heat output or energy consumption.

Where your home has pipework or other existing fittings or components whose lifespan may be shortened by the installation of your Heat Pump, we may cancel your installation and refund your Home Survey Advance Payment in full. Where we continue with your installation at your requestm, you agree we are not liable for any impacts on these fittings or components.

Changing Your Mind

You have the right to change your mind and cancel this Contract within 14 days from the date of completion of Your installation without giving any reason. This does not apply to the extent that the Contract includes Emergency Works. 

To change Your mind and cancel the Contract in accordance with the above clause You should tell Us as quickly as possible and confirm this in writing. We have supplied a tear off slip below which You can use, but You do not need to. You can notify Us by any means (see Contact Us).

You should think carefully about the consequences of cancelling the Contract at different stages. However, You may change Your mind and cancel the Contract from the Commencement Date to 14 days after the date of completion of Your installation. This is over and above Your statutory rights.

If no Goods have been provided or Services carried out (including any Preparatory Work), You may change your mind and cancel the Contract, in which case You will receive a full refund of any monies paid within a further 14 days. 

If We have commenced with the provision of the Services (including any Preparatory Work) on the Contract, You may change Your mind and cancel the Contract, however We may charge You reasonable fees, provided:

1. it is a reasonable reflection of the value of the work that has been carried out; and
2. You gave us permission (by agreeing to this Contract) to proceed within the cancellation period.

If We have completed (or partially completed an installation) You should think carefully about the consequences of cancelling the Contract at this stage. We will return to Your property to remove the Goods and You must allow Us to do so. You should plan carefully for this. We will carefully remove the Goods and leave Your property safe, secure and watertight. It is likely to be impossible to refit Your old goods back into the property and We are under no obligation to do so. However, We will ensure that any gas or water pipes are safely capped off and Your property boarded up or sealed so that it is temporarily protected from bad weather. We will charge You reasonable fees for the work done so far and the reduced value of the Goods. If the work has been completed, this could mean that you could be charged a significant proportion of the agreed price.

Delivery and Installation

We will perform the installation of your Heat Pump with reasonable skill and care, in a good and workman like manner and in accordance with the standards set by the MCS (or equivalent body). We shall also comply with all applicable laws and regulations.

Any additional delivery or installation costs will be shown on the Order (or any agreed variation to it), otherwise Your delivery and installation costs are included in the Price.

We aim to complete the delivery and installation on or about the Delivery Date, but We will liaise with You over any reasonable changes to that.  For the avoidance of doubt time is not of the essence in respect of the Delivery Date.

If a change or delay is caused by something that is within Our reasonable control, We will notify You as soon as reasonably possible and agree with You an alternate Delivery Date. We will take steps to minimise the delay and, if the delay lasts for more than 60 days from the original Delivery Date (unless You have asked for a longer period), We will allow You to cancel the Contract. You will receive a refund of any deposit paid within a further 14 days less, at Our discretion, any fees and charges due for the Preparatory Work completed so far.

If a change or delay is caused by something that is not within Our reasonable control (see Events Outside Our Control), We will notify You as soon as reasonably possible and the change or delay and the reasons for it. We will take steps to minimise the delay, but We may, if necessary, suspend the performance of the Contract until that event is over and the matter back within Our reasonable control.

We will prepare for You an Installation Plan. You will be asked to sign a copy of Your Installation Plan and this will be giving Your consent for Us to proceed with the delivery and installation of the Goods. 

Each installation is different and the specific requirements for Your installation will be set out in Your Installation Plan, but generally:

1. You permit Us (Our installation team and contractors) safe access to, around and egress from the installation site at all reasonable times and, unless otherwise stated in Your Installation Plan and agreed by You, between the hours of 08:00 and 18:00.
2. You agree to have relocated any television systems at or near to the energy systems installation.
3. You agree to provide Us (Our installation team and contractors) with access to a toilet, hot and cold running water and reasonable use of Your power supply whilst on site.
4. You agree to make all necessary preparations to your home for your installation as set out in the information we share with your contract
5. You agree to promptly provide us with any information we request and comply with our reasonable requirements

We will ensure that there is adequate sheeting, protective covering and barriers to prevent unnecessary damage to Your home. This includes for the prevention, as far as is reasonably practicable, of the spread of dust or rubble.

Waste will be removed not more than 7 days following completion of the installation. Where required, We will ensure we use a waste carrier that has a current licence issued by the Environment Agency (or equivalent).

In circumstances where We agree to remove waste from the installation site, You understand that unless We agree otherwise, We shall not be responsible for removing any waste which is not produced as a direct consequence of Our performance of the Services or delivery of the Goods, that is hazardous (including but not limited to asbestos), or which otherwise comes from Your home or garden.

It is possible that a problem with Your property will become apparent during the course of the installation. This could include structural defects, underground obstructions, presence of asbestos or hidden cabling. We will draw this to Your attention as soon as possible and agree with You a plan to resolve the problem, if possible, which may involve You bringing in other contractors which will be at Your expense or additional costs to Your planned works.

Permission and Approvals

Unless we agree otherwise as part of the Order, You are responsible for gaining any necessary approvals including but not limited to any planning permissions, local authority permits and approvals, landlord approval or deed of covenant.  By permitting Us to provide the Goods and carry out the Services You warrant to Us that this has been done.

If it is subsequently found that the correct permissions are not in place and your Heat Pump has already been installed either in part or in full, then:

1. you shall be liable for all costs of the installed Heat Pump parts and their installation costs,
2. you shall be liable for all costs of materials deemed unfit for future use regardless of whether they have been installed at your propert yet; and,
3. you shall indemnify us for all claims, liabilities, costs, losses and expenses (including third party claims and legal fees that we may incur arising from or in connection with the installation of the Heat Pump.

We are responsible for the registration of Your installation with HIES, electrical certification, if required, registrations with the Microgeneration Certficiation Scheme, building regulations, District Network Operator notifications / applications, registration of any manufacturer’s guarantees, application for any local or public incentive or grant payments.

Obtaining Ownership of the Goods

You take responsibility for the risk of damage or loss to the Goods from the date that We complete the Services.

You obtain title (ownership) of the Goods when We receive payment of the Price in full without any set-off or counterclaim or a properly executed finance agreement is in place with a finance provider who will pay Us for the Goods and Services on Your behalf.  However, in the event that You enter into a finance agreement please be aware that there may be terms governing title (ownership) as between You and the finance provider.

Insurers

It is the customers responsibility to notify the customers household buildings or content insurers, should such be required. of any change to the property bought about by the works and in so far as the same ls Insurable to ensure appropriate insurance cover is affected. The customer is strongly recommended to check the insurance policy. schedule and terms and conditions to see if such notification Is required and if there is any doubt the customer should notify the insurers in writing of the proposed works before such works commence.

Payment Terms

The full Price is shown clearly on the Order. We may amend the Price, by agreement with You, following a survey or any other additional matters that arise in the course of delivering the Services. 

You will pay for the Goods and Services as follows:

1. You will pay Us a fee of £199.00 for completion of the Home Survey.
2. You will pay Us a deposit of 25% of the Price (after deducting any local or public grants you are eligible for and not exceeding £5,000), on receipt of the Order Confirmation. 
3. No less than 5 working days ahead of the start of your installation you will pay Us a further staged payment of 25% of the Price (after deducting any local or public grants you are eligible for).
4. On completion of the installation, You will pay the balance of any sums due within five (5)  working days.

We accept payment by bank transfer, debit or credit card and finance agreement.

The non-payment of any payments due by the relevant due date, may incur additional charges. We may levy interest at a rate of up to 8% above the base rate of the Bank of England. Any interest due will be calculated and added to Your bill and accrue from the date on which payment was due to the date of payment whether before or after any judgment. We may also add any legal, debt recovery or processing fees to the amount due.

Defective Goods or Service

We make every effort to supply and fit Goods to Your complete satisfaction. However, if You have a concern or complaint about the Goods or Service, please let Us know as soon as possible (See Contact Us).

If You do identify a fault or problem with the Goods, You agree to give Us a chance to put things right. We will investigate the fault, which may include coming back to Your property if necessary. You agree to cooperate with Us to enable Us access to Your property and to resolve Your complaint.

We do not accept liability for the following faults with Your installation:

1. any damage caused by You following the completion of installation,
2. any damage caused by You, or anyone acting for You, in attempting to repair the fault without Our consent,
3. any damage caused by fair wear and tear of the Goods.
4. any damage caused by switching off the Heat Pump (it should be switched on at all times) and connected per the manufacturer’s instructions

The installation of Your product could make Your property more thermally and energy efficient. However, a by-product of this can be additional condensation either on the surface of the glass (but not between the panes), the surface of the frames and elsewhere in Your home. This is related to the need for adequate ventilation. We will advise You about how to improve the free flow of air around Your property, which will reduce condensation, but We cannot accept responsibility for problems with condensation.

The CRA states that if You have a problem with the Services, then You can ask Us to repeat or fix the Services if it’s not carried out with reasonable care and skill or get some money back if We can’t fix it.

The CRA states that the Goods must be as described, fit for purpose and of satisfactory quality.  If the goods do not meet these requirements:

1. within 30 days then You are entitled to a refund,
2. after 30 days but within 6 months then if We are unable to repair or replace the Goods, then You are entitled to a full refund or
3. after 6 months but within 6 years then if the Goods do not last for a reasonable period of time, then You may be entitled to some money back.

If You reject the Goods and seek a full refund, We will return to Your property to remove the Goods and You must allow Us to do so. You should plan carefully for this. We will carefully remove the Goods and leave Your property safe, secure and watertight. It is likely to be impossible to refit Your old goods back into the property and We are under no obligation to do so. However, We will ensure that any gas or water pipes are safely capped off and Your property boarded up or sealed so that it is temporarily protected from bad weather.

The Goods may have a manufacturers guarantee and, if the fault is a manufacturing fault, We will work with the manufacturer to repair or replace the Goods. For convenience, many manufacturers prefer to deal directly with You if it is a manufacturing fault, but We retain primary responsibility for resolving Your concern or complaint.

Workmanship Guarantee

We are required under the HIES Code of Practice to provide you with a Workmanship Guarantee. 

We guarantee all work will be carried out by installers using reasonable care and skill. They will use a level of reasonable care and skill as it is reasonable for you to expect. The guarantee period for the installation services shall be 2 years from completion of the installation services. Further terms of the Workmanship Guarantee will be provided to you in our Workmanship Guarantee document. 

The Workmanship Guarantee will be underwritten with an Insurance Backed Guarantee, You will be entitled to claim on this insurance policy should We cease to trade and not be in a position to honour such a guarantee.

We will ensure that if a property changes ownership there will be no charge to transfer any workmanship guarantee to the new owners of the property.

We will register the completion date of the Contract with HIES within 7 days of completion in order that an Insurance Backed Guarantee is issued to You to underwrite the workmanship guarantee. 

Complaints

In the event of a complaint please contact Us as soon as possible (see Contact Us). 

A copy of our complaints policy is available upon request.

Dispute Resolution

In the event of an unresolvable issue, You can refer Your case to Our nominated alternative dispute resolution provider through HIES, HIES can be contacted at: 

HIES, Address: Centurion House, Leyland Business Park, Centurion Way, Farington, Leyland, PR25 3GRTelephone: 0330 335 3354Email: info@hiesscheme.org.uk

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The parties agree that, in the event of a dispute, We will exclusively attempt to resolve the dispute through using HIES’s alternative dispute resolution services.

If we are unable to resolve the dispute through mediation, the complaint can be referred by HIES to The Dispute Resolution Ombudsman, who is entirely independent of HIES. 

This Contract is subject to the applicable laws of England, Wales, Scotland and Northern Ireland and subject to the agreement of the parties to attempt to resolve a dispute through alternative dispute resolution, the courts of England and Wales shall have exclusive jurisdiction to hear any dispute arising from this Contract.

If any court, ombudsman or any other competent authority decides that any aspect of any term of this Contract is invalid or unenforceable, that aspect of that term shall be severed from the Contract and shall have no effect on the remainder of the Contract.

Limitation of Liability

Either party shall be liable for any death or personal injury caused by its negligence or any negligence of its subcontractors, any fraud or fraudulent misrepresentation committed by it and for any other loss or damage suffered by the other party which is a direct consequence of the relevant party’s breach of its obligations under this Contract and whether in contract, tort (including negligence), breach of statutory duty or otherwise.  In the event of loss or damage, the party suffering the loss or damage shall be required to take reasonable steps to mitigate the loss or damage.

If you suffer any loss or damage, our responsibility to you will be limited to the cost of the goods and services provided to you under this agreement, up to a maximum of £7,500.

If we do nothing, or delay taking action, if you breach this Contract, we will still be entitled to take action later if we wish.

Events outside our Control

We will not be liable for the consequences of any events that are outside of Our reasonable control and which includes, but is not limited to:

1. Civil commotion, civil war, riot, invasion, armed conflict, terrorist attack or threat of terrorist attack, war or threat or preparation for war,
2. Acts of God, collapse of buildings, fire, explosion, inclement weather, storm, flood, subsidence, drought, epidemic or natural disaster,
3. Impossibility of use of railways, shipping, aircraft, motor transport or other means of public or private transport,
4. Impossibility of use of public or private utility networks or telecommunications,
5. The acts, decrees, legislation, regulations or restrictions of any government, whether national or local or
6. Strikes or labour unrest (other than in relation to Our own employees).

The obligations of the parties under this Contract are suspended for the period for which such a Specified Event continues and extended for the duration of that period. 

Transfer of Rights and Third Parties

In the event of Dwellow Limited ceasing to trade and not be in a position to honour Our obligations under this Contract, we may transfer Our rights and obligations under this Contract to a suitably qualified third party of Our choosing. We will tell You in writing if this happens and We will ensure that the transfer will not affect Your rights under this Contract.

We may transfer, subcontract, assign or novate any or all of our rights (including the right to recover charges) or obligations under this contract without your consent. This will not affect your rights under this Contract.

You may not transfer Your rights and obligations under this Contract to any other person without Our consent. Except that, if We are in default of any award made by Our nominated alternative dispute resolution provider You may transfer Your rights to HIES for the purpose of recovering that award from Us.

This Contract is between You and Us. To the extent permitted by law, no third party has any rights to enforce any of the terms of this Contract.

Data Privacy and Using Your Personal Information

We will use the personal information You provide to Us in accordance with our Privacy Policy which is available on our website at https://www.dwellow.co.uk/policies/privacy-policy and more specifically to:

1. Supply the Goods and Services to You,
2. Process any payments that You make for the Goods and Services, including if necessary, conducting credit reference check,
3. Register Your installation with any relevant bodies, including Your deposit protection and insurance backed guarantee and any competent person scheme,
4. Address any concerns or complaints that You have about the Goods and Services, including liaison with HIES or The Dispute Resolution Ombudsman where the law requires Us to share.

On the Order, We have asked You to indicate whether or not You will allow Us to send You information about Our future Products and Services. We will use Your information in accordance with Your wishes and You may notify Us of any changes to those wishes (See Contact Us).

You agree that we may receive telemetry, diagnostic and other system performance data from your installed Heat Pump to include control modules, temperature sensors and other installed digital devices. Such data will be transmitted bia the manufacturers controller or via functionally equivalent Heat Pump control device. Any use of such data by ourselves will be conducted in accordance with applicable laws and our Privacy Policy.

You agree that we, through our mobile or web applications and selected third party tools and services, may send and receive telemetry, diagnostic, other system parameters and performance data.

You agree that we may access your Heat Pump remotely to allow control of the operation and functions of your system or its installed digital components. This may include deciding to start or stop your Heat Pump or change its power consumption within its normal operational parameters (as per the manufacturers specification) and maintaining temperature thresholds set by you.

General

We can change these terms and conditions at any time, which may include situations where it is necessary for us to comply with any laws, or other rules that we are obliged to follow.

We will inform you of any changes and the latest copy of our terms and conditions will be available on our website.

Notices to you under this Contract will be sent by post or by hand to the address we have on record, or in the case of email to the last known email address that you have provided to us. Notices to us under this contract must be sent by post to Dwellow Limited, Hermes House, Fire Fly Avenue, Swindon, SN2 2GA or by email to hello@dwellow.co.uk

Contact Us

If you need to write to us, you may do so at:

Dwellow Limited, Hermes House, Firefly Avenue, Swindon, SN2 2GAhello@dwellow.co.ukIf you need to call us, you may do so by calling:0330 822 2795

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Cancellation Form

If you change your mind and decide to cancel Your contract, you may do so by contacting us or sending us this form (you do not have to use this form):

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NAME:

ADDRESS:

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I/We (delete as appropriate) hereby give notice that I/we wish to cancel my/our contract dated:

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SIGNED:

DATE:

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