Support Service Terms & Pricing

1. This is a paid service

Technical support, fault diagnosis and repair services provided by The Energy Collective Ltd ("we", "us", "our") through this ticket system are chargeable. By submitting a ticket you engage our services on the basis that the work carried out will be invoiced. Free initial triage, where offered, is limited to a brief review of your submission to determine the best path forward — it does not constitute diagnosis or repair.

2. Pricing

Current rates are published on our Pricing page and are incorporated into these terms by reference. Unless a fixed quote is agreed in writing before work starts, support is charged at our standard hourly rate, rounded up to the nearest whole hour per the rounding policy in force at the time. Quotes are valid for 30 days. Prices are subject to VAT where applicable. We reserve the right to revise a quote if site or system conditions differ materially from those described in your ticket.

3. Authority to proceed

Submitting a ticket confirms you have the authority to instruct the work and to accept charges for it. For installer-submitted tickets, the installer warrants that the customer has authorised the work and the associated charges, and the installer remains jointly and severally liable for the invoice where the customer does not pay.

4. Invoicing & payment terms

Invoices are issued after the work is carried out (or, for deposit-required work, at the point a deposit is requested) and are due within 14 days of issue unless a different term is stated on the invoice. Deposits, where required, are non-refundable once materials or engineer time have been committed. Accepted payment methods are shown on the invoice.

5. Non-payment & recovery

If you use the service and do not pay, we will pursue our legal options to recover the amount owed. Specifically:

• Interest will be added to the outstanding balance at 8% above the Bank of England base rate per annum (the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable), accruing daily from the day after the invoice due date until the debt, plus all interest and costs, is paid in full.
• Reasonable debt-recovery and administration costs will be added to the account.
• We will continue to add interest until the total is sufficient to pursue through the Small Claims Court, at which point we will issue a claim without further notice.
• A County Court Judgment (CCJ) may be recorded against you, which can affect your credit rating and ability to obtain credit.

We would always rather resolve a billing concern amicably — if you have a problem paying, contact us at desk@theenergycollective.uk before the due date. Agreeing a plan does not remove the debt; it simply avoids recovery action while the plan is kept to.

6. Estimates vs. final charges

Any figure discussed before work begins is an estimate, not a fixed price, unless we confirm a fixed quote in writing. Where diagnosis reveals additional work, we will seek your authority before proceeding; work authorised verbally or by you proceeding with the repair carries the same liability to pay as written authority.

7. Appointments, call-outs & cancellations

Site visit appointments must be cancelled at least 24 hours in advance. Cancellations within 24 hours, missed appointments or call-outs where access is not provided may incur a call-out charge at our standard rate. Remote support sessions are scheduled by mutual agreement.

8. Warranties

Workmanship is guaranteed for 12 months from completion. Equipment warranties are subject to the respective manufacturer's terms. We will assist with warranty claims but are not liable for manufacturer decisions.

9. Liability

Our liability for any single claim is limited to the value of the work carried out or the product supplied, whichever is lower. We are not liable for indirect or consequential losses. Nothing in these terms limits liability for death or personal injury caused by negligence.

10. Governing law

These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Contact

For questions about these terms, email desk@theenergycollective.uk.