SolaR Care Plan
Terms & Conditions

What this Solar Care Plan includes

For all categories of plans the following applies:

1. This is an agreement between you and REMPS Ltd and IS NOT a contract of insurance or an insurance policy.
2. For the avoidance of doubts the Care Plan is held entirely at our discretion.
3. All plans have annual full in depth inspection and health check if requested.
4. Unlimited call out service.
5. Unlimited diagnostic health check.
   
6. 72 hour call out period promise, provided throughout Monday – Friday.
   
7. Should you require repairs or parts we guarantee to offer the best rates on labour and parts, both of which are subject to availability.
   
8. MSC qualified technicians are provided at all times for any call outs.
   
9. Free help line available from 9am-5pm Monday - Friday.
   
10. Solar & Heating Care Plan covers both solar and heat pump system.
    
11. Complete Renewable Care Plan covers: solar, heat pumps and wind turbines.

What the Solar Care Plan does NOT include

For all categories of plans the following applies:

1. Previous defect workmanship.
   
2. Accidental or deliberate damage.
   
3. Repair/service by unauthorised representative.
   
4. Breakdown covered by manufacturers warranty.
   
5. Defective installation.
   
6. Appliance imported by you from outside UK.
   
7. Commercial use.
   
8. We cannot be responsible for any inconvenience, loss or damage caused by a delay in the manufacturers, suppliers or repair engineers in supplying/providing spare parts.
   
9. We are not responsible for any labour/part cost from any engineers not arranged by us with yourselves to attend to the appliance. If we cannot get an engineer to you within 72 hours, we will arrange with yourselves a replacement engineer.

Your obligations

1. You should answer the initial questionnaire accurately as failure to do so may lead to the Solar Care Plan being invalidated. You will provide us with all additional information that we may reasonably require in order to supply our services. All information supplied by you must be complete and accurate.
   
2. You must ensure that the appliance has been fitted in accordance with the manufacturer’s instructions.
   
3. You have a duty of care to look after, handle and operate your appliance in accordance with manufacturer’s instructions.
   
4. You must ensure that if you change, modify or move your appliance that you contact our customer service helpline to ensure that your Solar Care Plan is amended to reflect this change. Failure to do so will result in the appliance not being covered.
   
5. You must allow our engineers access to the appliance. If we attend and find we have no access, you will be charged a call out fee.

Payments, Charges & Fees

1. You authorise us to take amounts shown on your Solar Care Plan on the dates shown on your introduction letter.
   
2. Your Solar Care Plan will automatically renew upon expiry of the initial period of 1 year and on each anniversary of that date for a further 12 months. You allow us to continue the same payment plan until notified otherwise. If you do not wish to renew your Solar Care Plan please contact us, by email or phone as set out in your welcome letter before your renewal date.
   
3. We will send your renewal paperwork 14 days before end date. 
   
4. You must pay us or the approved engineer for all authorised works prior to repairs being undertaken.

Cancellations

1. You can cancel your Solar Care Plan at any time by emailing us on admin@remps.co.uk or calling us on 0808 189 2882.
   
2. Cancellations are processed by the 15th of the month, services will be cancelled by the end of that calendar month and the complete month will be paid. Any cancellation request after the 15th of the month will be processed the following month and will be chargeable until the end of that month. Cancellations before completion of contract will incur a fee of £99.

Complaints and disputes

1. We aim to provide a first-class service at all times. However, if you have a complaint or dispute this should be communicated to us in the first instance by contacting Customer Support Team:
   • By email to admin@remps.co.uk or
   • Via post by sending a letter to: REMPS Ltd, Tudor House, Grammar School Road, North Walsham, NR28 9JH.
2. Upon receipt of the complaint we will respond by email/letter to you to confirm that we are dealing with the complaint or dispute.
   
3. Each complaint is registered by us with a complaint or dispute number and we maintain the state of the complaint or dispute.
   
4. All complaints or disputes are investigated free of charge.
   
5. We will confirm by email or letter the outcome of the complaint or dispute.
   
6. Within the complaint or dispute we need to clearly understand the nature of the reason for this therefore please make sure the following information is enclosed:
   
   • Plan reference number
   • Your full name, residential address and daytime telephone number.
     
   • Your email address.
     
   • A clear description of the circumstances of the complaint or dispute and all evidence available to you and copies of any documents.
7. We reserve the right to decline accepting a complaint and /or a dispute when information does not match our records or information is missing.
   
8. We will do our best to resolve your complaint or dispute within 4 weeks.
   
9. We will advise you within 5 working days or our non-acceptance of the complaint or dispute.
   
10. In cases where we cannot resolve the complaint or dispute to events out of our control, we have the right to provide you with interim reports and reasons for the final response. In any case the complaint or dispute must have a final response within 35 days. If we request further information this must be responded to us within 5 working days. If you fail to provide the additional information we will close the case. We will provide an email to confirm that the case is closed.
    
11. After the case is closed, any further information received will be submitted as a new complaint or dispute. We reserve the right to refuse the reoccurring complaint or dispute.

General Conditions

1. Your information will be held by us for the purpose of providing you with the selected Care Plan. Your details may be used by us or our associated companies for marketing purposes namely to inform you of other similar products and services which we think may be of interest to you. You consent to us contacting you by phone, email or postal mail.
   
2. If you wish to opt out of your data being used for marketing purposes, please email us on admin@remps.co.uk .
   
3. Your Solar Care Plan is solely for the benefit of you and cannot be transferred or assigned to anybody else. The provisions of the Contracts (Rights of Third Parties) Act 1999 do not apply. Nothing in these terms affects your statutory rights.
   
4. This Solar Care Plan is not an insurance product and we are not regulated by the Financial Conduct Authority.
   
5. In the event it is found that you are acting fraudulently We will cancel your Solar Care Plan without any further contact or refunding any monies. If we have any reason to believe that there is false, dishonest or exaggerated statements, declarations or falsely obtaining our services we will investigate and report to the appropriate authority.
   
6. We aim to carry out all required support and diagnostic checks within a reasonable amount of time, if we have delays we will inform you of the likely completion date.
   
7. We shall not be in breach of these Terms and Conditions nor liable to delay in performing, failure to perform any of our obligations under these Terms and Conditions if such delay or failure results from events, circumstances or causes beyond our reasonable control.

How to Contact Us

You can contact us 3 ways:

• Post: REMPS Ltd, Tudor House, Grammar School Road, North Walsham, NR28 9JH
  
• Email: admin@remps.co.uk
  
• Telephone: 0808 189 2882

If contact us to arrange a Diagnostics Check you can contact us on:

• Email: admin@remps.co.uk
  
• Telephone: 0808 189 2882

Opening Hours : Monday to Friday 9am – 5pm.
We have a dedicated UK- based Customer Service offering nationwide coverage, expert engineers and competitive prices. We have it all covered.