230VOLTS® TERMS & CONDITIONS

These Terms & Conditions apply to Services provided by 230VOLTS®. By booking, purchasing, accepting a quotation or instructing us to provide Services, you agree to these Terms & Conditions, subject to your statutory rights.

1. DEFINITIONS

1.1 “230VOLTS®”, “230 VOLTS”, “we”, “us”, “our” or “the Contractor” means 230 VOLTS.

1.2 “Engineer”, “Electrician”, “Tradesperson”, “Trainee” or “Contractor Representative” means any person appointed, employed or engaged by 230VOLTS® to provide Services.

1.3 “Customer” means the client, person, company, firm, landlord, agent or other party instructing the Services.

1.4 “Consumer” means an individual acting wholly or mainly for purposes outside their trade, business, craft or profession.

1.5 “Property” or “Premises” means the domestic, commercial or other location where the Services are to be provided.

1.6 “Works” or “Remedial Works” means the works described in any quotation, Estimate, booking Confirmation, scope of works or other written instruction accepted by 230VOLTS®.

1.7 “Services” means any service supplied by 230VOLTS®, including inspection, testing, certification, fault-finding, remedial works, installation, emergency attendance, maintenance, PAT testing, thermal inspection and related electrical services.

1.8 “Normal Working Hours” means 8:00am to 4:00pm Monday to Friday, excluding Bank Holidays and Public Holidays.

1.9 “Order” means any request, booking, instruction or acceptance by the Customer for 230VOLTS® to provide Services.

1.10 “Confirmation” means our written acceptance of an Order, including by email, message, invoice, payment request, booking confirmation or other written communication.

1.11 “Working Day” means Monday to Friday, excluding Bank Holidays and Public Holidays in England and Wales.

1.12 “Fixed Price” or “Fixed Fee” means a set price confirmed in writing for a specified Service or scope of Works.

1.13 “Day Rate” means a fixed labour charge per Engineer for one day during Normal Working Hours and excludes materials unless expressly stated otherwise.

1.14 “Hourly Rate” means a charge per Engineer per hour or part thereof in accordance with the applicable charging structure and excludes materials unless expressly stated otherwise.

1.15 “Price” means the amount payable by the Customer for the Services, including applicable labour, materials, attendance charges, surcharges and taxes expressly stated as forming part of the Price.

1.16 “Estimate” means an indication of likely cost only and is not a Fixed Price unless expressly confirmed as such in writing.

1.17 “BS 7671” means the current edition of the IET Wiring Regulations, including applicable amendments in force when the Services are carried out.

1.18 “GN3” means IET Guidance Note 3 relating to inspection and testing.

1.19 “EIC” means Electrical Installation Certificate.

1.20 “EICR” means Electrical Installation Condition Report.

1.21 “MEIWC” means Minor Electrical Installation Works Certificate.

1.22 “PAT” means Portable Appliance Testing.

1.23 “CU” means Consumer Unit.

1.24 “DB” means Distribution Board.

1.25 “Domestic Property” means a building or self-contained part of a building used wholly or mainly as residential living accommodation.

1.26 “Commercial Property” means premises used for business, trade, industrial, office, retail, hospitality, mixed-use or similar non-domestic purposes.

2. ACCEPTANCE AND BOOKING

2.1 Customers must contact 230VOLTS® to request and arrange Services unless another booking method is expressly made available by us.

2.2 Submission of an enquiry, discussion of availability or provision of a proposed appointment does not by itself constitute a confirmed booking.

2.3 A booking becomes confirmed when 230VOLTS® issues Confirmation and any required advance payment has been received, unless expressly agreed otherwise.

2.4 Where advance payment is required, the appointment is not secured until the required payment has been received in cleared funds.

2.5 By confirming a booking, accepting a quotation, making payment or instructing us to commence Services, the Customer agrees to these Terms & Conditions.

2.6 The Customer shall be provided with, or directed to, these Terms & Conditions before being bound by them where required by law.

2.7 The Customer is responsible for providing accurate and complete information concerning the Property, installation, requested Services and any circumstances that may materially affect the booking or Works.

2.8 Quotations shall remain open for acceptance for 28 days unless stated otherwise or withdrawn before acceptance.

2.9 230VOLTS® may reasonably decline, suspend or cancel an Order for operational, technical, safety, legal or other legitimate reasons.

2.10 230VOLTS® determines the appropriately qualified Engineer or Contractor Representative assigned to each Service.

2.11 230VOLTS® may use appropriately qualified employees, subcontractors or other Contractor Representatives to provide the Services.

3. PRICES, ESTIMATES AND QUOTATIONS

3.1 Published prices apply only to the stated scope and conditions of the relevant Service.

3.2 Published SafelyChecked™ prices represent the customer Price for the stated standard scope. Where the Property or requested Service falls materially outside that scope, a bespoke quotation or additional charge may apply.

3.3 Estimates are based on information provided by the Customer and information that can reasonably be assessed before attendance.

3.4 Where the scope or condition of an installation cannot reasonably be determined beforehand, an inspection, EICR or fault-finding visit may be required before a Fixed Price can be provided.

3.5 An Estimate may change where the actual scope, duration, condition or complexity differs materially from the information originally available.

3.6 A Fixed Price applies only to the specific scope stated in the booking Confirmation or quotation.

3.7 Additional charges may apply where:

(a) the Customer requests additional Services or Works;

(b) hidden or pre-existing defects are discovered;

(c) information supplied by the Customer is inaccurate or incomplete;

(d) access or operational restrictions materially affect the Service;

(e) additional attendance becomes necessary for reasons outside our reasonable control; or

(f) the Customer agrees to additional Works.

3.8 Where reasonably practicable, additional charges will be explained and agreed before additional chargeable Works are undertaken.

3.9 Only prices or quotations confirmed in writing by 230VOLTS® are binding.

3.10 Unless expressly included within a Fixed Price, materials are additional to labour-based, emergency and fault-finding charges.

3.11 Where a quotation expressly states that particular material prices are provisional, subject to supplier confirmation or subject to a stated validity period, changes in those material prices before purchase may result in an adjustment to the Price. Where reasonably practicable, the Customer will be informed of the adjustment before the affected Works proceed.

3.12 A Fixed Price shall not be increased merely because the Works take longer than anticipated where the agreed scope has not changed, except where these Terms or the quotation expressly provide otherwise.

3.13 230VOLTS® is not currently VAT registered and does not currently charge VAT. If our VAT status changes, prices and invoices will be treated in accordance with applicable VAT requirements.

3.14 230VOLTS® may correct an obvious clerical, typographical, administrative or calculation error in an Estimate, quotation, invoice, payment request or other pricing communication.

3.15 Where correction of an obvious error materially affects a Price that has already been accepted, 230VOLTS® shall inform the Customer promptly. The Customer shall not be required to proceed with materially affected Works solely because of the error, and any applicable contractual or statutory rights remain unaffected.

4. PAYMENT

4.1 Payment may be made using any payment method expressly accepted by 230VOLTS®.

4.2 230VOLTS® may require payment in full or in part before providing Services.

4.3 Once an appointment has been agreed, Domestic EICRs, Commercial EICRs, PAT Testing, Thermal Inspection and Dilemma™ Emergency Electrical Services are normally payable in full in advance to secure the booking.

4.4 Payment does not affect any statutory rights available to the Customer.

4.5 Third-Party Certification shall normally be subject to eligibility and scope confirmation before payment is requested.

4.6 Genius™ Design & Installation projects may require a booking fee, deposit, staged payments or full advance payment as specified in the quotation.

4.7 Unless otherwise stated in the quotation, Genius™ projects may require an initial payment of 50% of the agreed Price before commencement, with the remaining balance or further staged payments payable in accordance with the quotation.

4.8 230VOLTS® may specify a different payment structure for a Genius™ project having regard to its size, duration, material requirements, programme and other commercial requirements.

4.9 Additional authorised charges incurred during attendance, including materials, additional labour or additional Works, shall be payable when requested or in accordance with the relevant invoice.

4.10 Where payment is required before additional Services or Works continue, 230VOLTS® may suspend those Services or Works until payment has been received.

4.11 Qualifying business-to-business debts may be subject to statutory interest, compensation and reasonable recovery costs where permitted by law.

4.12 Where two or more Customers jointly instruct 230VOLTS® under the same contract, each Customer may be responsible for amounts properly payable under that contract in accordance with the basis on which the Order was placed and applicable law.

4.13 For business Customers, where two or more parties jointly enter into the same contract with 230VOLTS®, they shall be jointly and severally responsible for amounts properly payable under that contract unless expressly agreed otherwise in writing.

4.14 A person instructing 230VOLTS® must make clear before the contract is entered into if they are acting as an authorised agent on behalf of another person, company, landlord, property owner or organisation.

4.15 A person instructing 230VOLTS® on behalf of another party must have appropriate authority to place the Order.

4.16 Where a person instructs 230VOLTS® in their own name without disclosing that they are acting solely as an authorised agent for another party, 230VOLTS® may treat that person as the Customer and contracting party responsible for amounts properly payable, subject to applicable law.

5. CANCELLATIONS, RESCHEDULING AND REFUNDS

5.1 Customers must contact 230VOLTS® as soon as reasonably possible if they wish to cancel or reschedule an appointment.

5.2 Nothing in this Section affects statutory cancellation rights available to Consumers. Where a statutory right conflicts with a contractual cancellation charge below, the statutory right takes precedence.

SafelyChecked™ Cancellations

5.3 Outside any applicable statutory cancellation right:

(a) More than 24 hours before the agreed appointment — No cancellation charge

(b) Less than 24 hours before the agreed appointment — £35 cancellation charge

(c) Where the Engineer has already attended the Property — £75 attendance/cancellation charge

5.4 Where a cancellation charge applies to a prepaid SafelyChecked™ booking, the applicable charge shall be deducted and the remaining balance refunded.

Dilemma™ Emergency Cancellations

5.5 Outside any applicable statutory cancellation right:

(a) Before the Engineer has been dispatched — £35

(b) After the Engineer has been dispatched but before arrival — £75

(c) After the Engineer arrives at the Property — the applicable one-hour minimum Dilemma™ charge

5.6 Where the Customer prepaid more than the applicable cancellation charge, the remaining balance shall be refunded less any other charges lawfully and properly due.

5.7 An Engineer is considered dispatched when allocated to the emergency attendance and having commenced travelling to the Property.

Genius™ Project Cancellation

5.8 Where a Customer cancels or terminates an accepted Genius™ project before completion, the Customer remains responsible, subject to applicable law, for:

(a) Services and Works already properly provided;

(b) materials properly ordered, purchased, manufactured or committed specifically for the project;

(c) reasonable supplier cancellation, return or restocking charges actually incurred;

(d) other reasonable unavoidable costs or commitments properly incurred for the project; and

(e) reasonable losses directly resulting from cancellation to the extent they may lawfully be recovered.

5.9 230VOLTS® shall take reasonable steps to mitigate avoidable loss resulting from a project cancellation.

5.10 Any amount properly due following cancellation may be deducted from payments already made, with any remaining refundable balance returned to the Customer.

Rescheduling

5.11 SafelyChecked™ appointments may normally be rescheduled without charge where more than 24 hours’ notice is provided, subject to availability.

5.12 Where less than 24 hours’ notice is provided, the applicable cancellation charge may be payable before a replacement appointment is confirmed.

5.13 Repeated rescheduling may be treated as cancellation and rebooking where it causes 230VOLTS® reasonable costs or loss of appointment availability.

5.14 Once a Dilemma™ Engineer has been dispatched, the applicable Dilemma™ cancellation provisions apply.

Failed or Aborted Attendance

5.15 Where an Engineer attends but the Service cannot reasonably proceed because of no access, incorrect information, absence of a required adult, tenant or occupier refusal, inaccessible equipment, unavailable electrical supply where required, unsafe site conditions or another circumstance within the Customer’s reasonable control, a reasonable failed attendance charge may apply.

5.16 Any failed attendance charge shall reflect the circumstances and reasonable costs or losses incurred and shall operate subject to applicable law.

Consumer Cancellation Rights

5.17 Where a Consumer enters into a distance or off-premises contract and has a statutory right to cancel, applicable statutory cancellation rights shall operate in accordance with applicable consumer law.

5.18 Where a Consumer requests that 230VOLTS® commence Services during an applicable statutory cancellation period, 230VOLTS® may require the Consumer expressly to request commencement before that period expires.

5.19 Where required by law, the Consumer may also be required to acknowledge the consequences of requesting full performance during the cancellation period.

5.20 Where permitted by law, if a Consumer cancels after expressly requesting commencement during the applicable cancellation period, the Consumer may be required to pay a proportionate amount for Services supplied before cancellation.

5.21 Where the Service has been fully performed following the Consumer’s express request and any acknowledgement required by law, the statutory cancellation right may cease where permitted by law.

Urgent Dilemma™ Services

5.22 Where a Consumer specifically requests Dilemma™ attendance for urgent repairs or maintenance, statutory cancellation rights may operate differently in accordance with applicable consumer law.

5.23 Any statutory exception relating to urgent repairs or maintenance applies only to the extent provided by law and does not automatically extend to additional non-urgent Services or goods.

Cancellation by 230VOLTS®

5.24 Where 230VOLTS® cancels an appointment before providing the Service and the Customer is not responsible, the Customer may choose, where reasonably available, between transferring payment to a replacement appointment or receiving a full refund for the cancelled Service.

Refunds

5.25 Where a refund is due following Customer cancellation, the refund shall be the amount paid less any cancellation charge, attendance charge, Services already supplied, authorised materials or other amount lawfully due.

5.26 Advance payments are not automatically non-refundable merely because they were paid in advance.

5.27 Refunds shall be processed using an appropriate payment method and within any timescale required by applicable law.

5.28 Cancellation or rescheduling requests should be made using contact details provided by 230VOLTS®, including telephone, email or another communication method accepted by us.

5.29 Customers are encouraged to retain written confirmation of cancellation or rescheduling requests.

5.30 A cancellation or rescheduling request takes effect when received by 230VOLTS® through an accepted communication method, subject to applicable law.

6. PARKING, ACCESS, DOCUMENTATION AND ATTENDANCE

6.1 The Customer must ensure reasonable and safe access to the Property.

6.2 Where applicable, the Customer must provide required parking permits, access codes, keys, security permissions or other access arrangements.

6.3 Reasonable parking, toll, congestion, permit or similar attendance costs may be charged where not included in the agreed Price and where the Customer has been informed where reasonably practicable.

6.4 The Customer must provide accurate address and contact information.

6.5 A suitable adult aged 18 or over must be present at a Domestic Property unless alternative arrangements have expressly been agreed.

6.6 Relevant consumer units, distribution boards, electrical equipment, accessories and areas requiring inspection or work must be reasonably accessible.

6.7 The Customer must provide, where available and reasonably relevant, existing electrical certificates and reports, circuit schedules, drawings, plans, specifications, schedules of Works, asbestos information, health and safety information, site rules and other documentation reasonably requested by 230VOLTS®.

6.8 Where information reasonably necessary for safe provision of the Services is unavailable, incomplete or raises a safety concern, 230VOLTS® may reasonably delay, limit or suspend affected Services.

6.9 The Customer must inform 230VOLTS® of known asbestos, hazardous materials, dangerous site conditions or other relevant risks before attendance.

6.10 Where a tenant, occupier, managing agent, employee, facilities representative or other third party provides access or acts on the Customer’s behalf, the Customer is responsible for ensuring that person is aware of relevant appointment, access and safety requirements.

6.11 Where attendance cannot reasonably proceed because of circumstances outside our reasonable control or within the Customer’s reasonable control, including lack of access, unavailable supply, inaccessible equipment or missing required information, a reasonable failed attendance charge may apply.

6.12 Any failed attendance charge shall reflect the circumstances and reasonable costs or losses incurred and shall not exceed what may lawfully and fairly be charged.

6.13 Where scheduled Works cannot proceed because of circumstances within the Customer’s reasonable control, including the site not being ready, other trades preventing access or progress, required information being unavailable or agreed access not being provided, 230VOLTS® may charge a reasonable aborted attendance or standing-time charge reflecting labour and other reasonable costs incurred.

7. SAFELYCHECKED™ INSPECTION, TESTING AND CERTIFICATION

7.1 SafelyChecked™ inspection and testing Services shall be undertaken with reasonable care and skill and in accordance with applicable requirements of BS 7671 and relevant industry guidance.

7.2 Domestic EICR, Commercial EICR, PAT and Thermal Inspection bookings are normally payable in full in advance once an appointment has been agreed.

General Inspection Requirements

7.3 Relevant electrical equipment and areas forming part of the agreed inspection scope must be reasonably accessible.

7.4 An electrical supply must be available where reasonably required to complete applicable inspection and testing procedures.

7.5 Where the required supply is unavailable, inspection or testing may be limited, postponed or require additional attendance.

7.6 Inspection and testing may require temporary interruption or isolation of the electrical supply.

7.7 The Customer is responsible for making appropriate arrangements for equipment or activities that may be affected by planned interruption.

Domestic EICRs

7.8 Published Domestic EICR pricing is primarily based on the number of bedrooms within a standard residential Property.

7.9 Standard Domestic EICR pricing does not impose a fixed circuit limit.

7.10 A bespoke quotation may be required where a Property is unusually large or complex, comprises multiple dwellings, contains substantial commercial elements or extensive outbuildings, has significant access restrictions or otherwise falls materially outside a standard residential EICR.

7.11 The Customer must provide accurate information about the Property when requesting a booking.

Commercial EICRs

7.12 Published Commercial EICR pricing is primarily based on the total number of circuits within the agreed inspection scope.

7.13 Multiple distribution boards, three-phase systems, restricted access, operational restrictions, industrial equipment, out-of-hours requirements or unusual complexity may require a bespoke quotation.

EICR Extent and Limitations

7.14 An EICR records the condition of the fixed electrical installation observed and tested at the time of inspection.

7.15 An EICR is not a warranty, guarantee or insurance product.

7.16 The extent of inspection and testing will be determined having regard to the installation, purpose of the inspection, available records, accessibility, safety, operational restrictions and applicable technical guidance.

7.17 Any agreed or necessary limitations will be recorded on the EICR where appropriate.

7.18 Hidden defects, inaccessible items, latent conditions and non-visible damage may fall outside the inspection scope.

7.19 Testing may be limited by safety considerations, access restrictions, tenant or occupier refusal, operational requirements, inability to isolate supplies or other site conditions.

7.20 Unless expressly included, inspection does not include lifting or removing flooring, floorboards, laminate, tiles or ceilings; opening building fabric; moving substantial furniture, white goods, appliances or possessions; accessing unsafe or inaccessible lofts, voids or outbuildings; destructive investigation; or dismantling equipment beyond what is reasonably necessary.

7.21 Customer appliances, electronic devices and other equipment are not included within an EICR unless expressly stated.

7.22 The Customer should disconnect, shut down or otherwise protect sensitive equipment where advised before testing.

7.23 Remedial Works, replacement parts, repairs and upgrades are not included within the EICR Price unless expressly stated.

7.24 Where an inspection identifies defects or unsatisfactory conditions, subsequent Remedial Works shall be separately quoted or charged.

7.25 Any recommended reinspection interval reflects the installation and circumstances at the time and does not guarantee its future condition.

7.26 Missing, inaccurate, incomplete or outdated circuit identification, circuit schedules, previous certificates, drawings or installation records may affect the extent, duration or efficiency of inspection and testing.

7.27 Where circuits or equipment cannot reasonably be identified, 230VOLTS® shall not be required to assume or certify information that cannot reasonably be verified.

7.28 Relevant limitations, observations or unavailable information may be recorded within the EICR or associated documentation where appropriate.

7.29 Where electrical equipment, supplies, controls or systems operate only at particular times, under particular loads or under particular operating conditions, inspection, testing or thermal assessment may be limited where those conditions are unavailable during attendance.

7.30 Where additional, repeat or out-of-hours attendance is reasonably required to inspect or test equipment under necessary operating conditions, that attendance may be separately chargeable and shall be agreed before proceeding where reasonably practicable.

7.31 The Customer is responsible for identifying and informing 230VOLTS® before inspection or testing of equipment, processes, systems or operations that must not be interrupted without prior arrangements, including where applicable IT equipment, servers, alarms, life-safety systems, refrigeration, machinery or business-critical equipment.

7.32 Where isolation or interruption cannot reasonably be undertaken because of operational restrictions imposed by the Customer or occupier, affected inspection or testing may be limited and the limitation recorded where appropriate.

Reinspection

7.33 Where 230VOLTS® is instructed to reinspect following Remedial Works carried out by another person, reinspection is a separate Service unless expressly included.

7.34 A reinspection does not guarantee a satisfactory outcome. Where the installation or Remedial Works remain unsatisfactory, relevant findings will be recorded accordingly.

PAT Testing

7.35 PAT Testing applies to appliances or equipment presented in an accessible and testable condition.

7.36 Plugs, leads and other relevant accessible parts must be reasonably available for inspection and testing.

7.37 Equipment that cannot reasonably be accessed or tested without moving substantial furniture, appliances or other items may be excluded from the completed testing quantity.

7.38 Hardwired equipment is excluded unless expressly agreed.

7.39 Standard PAT Testing includes appropriate inspection and testing together with a digital PAT record or report.

7.40 Physical appliance labels are not included within the standard SafelyChecked™ PAT Service unless expressly agreed.

7.41 Large-volume, multi-site or unusual PAT requirements may require a bespoke quotation.

Thermal Inspection

7.42 Thermal Inspection applies to agreed accessible electrical equipment, boards or panels.

7.43 The Service includes thermal imaging and digital reporting of relevant findings within the agreed scope.

7.44 Restricted access, complex installations, specialist equipment or unusual operational requirements may require additional charges or a bespoke quotation.

7.45 Thermal imaging represents conditions observed at the time of inspection and does not guarantee that faults or abnormal conditions will not subsequently develop.

Specialist Inspection & Testing

7.46 Specialist Inspection & Testing is quoted according to the required scope, installation, access and technical requirements.

7.47 The extent and limitations of Specialist Inspection & Testing shall be confirmed before commencement where reasonably practicable.

8. THIRD-PARTY CERTIFICATION

8.1 Third-Party Certification is available only for eligible electrical work and subject to applicable scheme requirements.

8.2 Customers must contact 230VOLTS® before electrical work begins to establish whether the proposed work is eligible.

8.3 Third-Party Certification cannot be provided retrospectively under this Service.

8.4 The standard Third-Party Certification package is £700, unless otherwise quoted.

8.5 Subject to eligibility and satisfactory progress, the standard package includes:

(a) 1st Fix Inspection;

(b) 2nd Fix Inspection;

(c) Final Inspection, Testing & Certification; and

(d) Building Regulations Notification through the applicable certification process.

8.6 Additional inspection visits are £250 per visit unless otherwise agreed.

8.7 Complex or major installations may require a bespoke quotation.

8.8 Booking or payment does not guarantee that certification will ultimately be issued.

8.9 Certification and Building Regulations Notification are subject to satisfactory inspection, testing, compliance and applicable scheme requirements.

8.10 The Customer and installer must provide reasonable access at each required stage and must not conceal or complete relevant Works before required inspections have taken place.

8.11 Defects, non-compliance, incomplete work, inaccessible work or missed inspection stages may require corrective work and additional inspection visits.

8.12 Remedial Works and additional inspection visits are not included within the standard £700 package unless expressly stated.

8.13 230VOLTS® may refuse certification where certification would be inconsistent with applicable technical, legal or scheme requirements.

9. DILEMMA™ EMERGENCY ELECTRICAL SERVICES

9.1 Dilemma™ provides reactive emergency electrical attendance, fault investigation, repair where reasonably practicable and make-safe Services.

9.2 Dilemma™ is not a guaranteed first-time-fix Service.

Advance Payment

9.3 A minimum one-hour emergency attendance charge must be paid in full in advance before an Engineer is dispatched, unless expressly agreed otherwise.

9.4 Due to the nature of electrical fault-finding, 230VOLTS® normally recommends booking and paying for 2 hours to provide sufficient time for investigation and, where reasonably possible, repair or make-safe work.

9.5 The 2-hour recommendation does not change the minimum booking requirement of 1 hour.

Dilemma™ Rates

9.6 Domestic Properties

Weekdays 8:00am–6:00pm — £150 per hour

Evenings 6:00pm–12:00am — £200 per hour

Overnight 12:00am–8:00am — £250 per hour

Weekends & Bank Holidays — £200 per hour

9.7 Commercial Properties

Weekdays 8:00am–6:00pm — £300 per hour

Evenings 6:00pm–12:00am — £400 per hour

Overnight 12:00am–8:00am — £500 per hour

Weekends & Bank Holidays — £400 per hour

9.8 Overnight rates apply between 12:00am and 8:00am, including weekends and Bank Holidays.

9.9 Published Dilemma™ rates are charged per electrician.

Chargeable Time

9.10 A minimum one-hour charge applies.

9.11 Chargeable time begins when the Engineer arrives at the Property.

9.12 Chargeable time includes time reasonably spent discussing and assessing the fault, accessing equipment, inspection, fault-finding, testing, isolation, repair, make-safe work, explaining findings and other reasonable activities necessary to provide the Service.

9.13 Travel before arrival is not treated as on-site chargeable labour unless a separate attendance or travel charge has expressly been agreed.

Additional Time

9.14 After the first hour, additional labour is calculated in 15-minute increments at the applicable hourly rate.

9.15 Where additional time is required beyond the period already paid for, the Engineer will advise the Customer before continuing.

9.16 Payment for additional agreed time must be made before any further chargeable work is carried out.

9.17 230VOLTS® is not required to continue chargeable work beyond the paid period until the required additional payment has been received.

9.18 Where the Customer does not authorise or pay for additional time, the Engineer shall cease further chargeable work at the end of the paid period, subject to immediate steps reasonably necessary to leave the installation safe.

9.19 Continuation remains subject to Engineer availability, site conditions and it being safe and reasonable to continue.

Prepaid Time

9.20 Where the Customer prepays more than the one-hour minimum, including the recommended 2 hours, the amount represents advance payment for available Engineer time.

9.21 Where the Service is completed before all prepaid time has been used, unused prepaid time above the one-hour minimum shall be calculated using applicable 15-minute increments.

9.22 Any refundable unused balance will be returned subject to other authorised charges properly due.

9.23 The first-hour minimum remains payable once attendance has commenced even if the Service is completed in less than one hour.

Materials

9.24 Materials are additional unless expressly stated otherwise.

9.25 The Customer may be required to pay for materials before they are installed, ordered or collected.

9.26 Where non-stocked or specialist materials require collection, ordering or additional attendance, applicable additional charges shall be explained before being incurred where reasonably practicable.

Diagnosis, Repair and Make-Safe

9.27 Payment covers Engineer attendance and time and does not guarantee that a fault will be diagnosed or permanently repaired within the period booked.

9.28 Where reasonably practicable, the Engineer will investigate the reported problem and attempt to diagnose, repair or make safe the installation within the paid period.

9.29 Where permanent repair cannot reasonably be completed, the Engineer may make the installation safe where reasonably practicable and recommend or quote further Works.

9.30 Further Remedial Works or installation Works may be quoted separately.

Arrival Times and Additional Engineers

9.31 Estimated arrival times are indicative only and may vary because of Engineer availability, traffic, location, existing emergency attendances and circumstances outside our reasonable control.

9.32 Where more than one Engineer is reasonably required, additional labour charges may apply.

9.33 Where reasonably practicable, the Customer will be informed before additional chargeable personnel are deployed.

10. GENIUS™ DESIGN & INSTALLATION

10.1 Genius™ projects are individually scoped and quoted.

10.2 Works shall be carried out with reasonable care and skill and in accordance with applicable electrical and statutory requirements.

10.3 Before additions or alterations are undertaken, 230VOLTS® may require inspection or testing of the existing installation.

10.4 Where the existing installation is unsafe, unsuitable or requires Remedial Works before proposed Works can proceed, those Works shall be separately chargeable.

10.5 Full rewires and substantial projects shall be subject to their own scope and quotation.

10.6 The Customer must provide relevant drawings, certificates, asbestos information, access details and health and safety information reasonably required.

10.7 230VOLTS® may suspend or decline Works where conditions are unsafe or legally or technically unsuitable.

10.8 Payment arrangements shall be those specified in Section 4 and the applicable quotation.

10.9 Variations, additions and changes to the agreed scope may affect the Price and completion timescale.

10.10 Where reasonably practicable, variations shall be recorded and agreed in writing before varied or additional Works proceed.

10.11 Where immediate additional work is reasonably necessary for safety or to prevent damage and prior written approval cannot reasonably be obtained, 230VOLTS® shall explain the circumstances and resulting charge as soon as reasonably practicable, subject to applicable law.

10.12 New electrical equipment or protective devices introduced into an existing installation may reveal pre-existing or underlying faults not previously apparent.

10.13 Pre-existing or underlying faults are not automatically included within the original project Price and may require separately chargeable investigation or Remedial Works.

10.14 230VOLTS® shall not be responsible for a pre-existing defect merely because it becomes apparent during or following the Works, except to the extent loss or damage is caused by our breach, negligence or other legal responsibility.

10.15 No third party should alter, conceal, interfere with or tamper with Works carried out by 230VOLTS® before required inspection, testing or certification where doing so may affect safety, certification, Building Regulations Notification or our ability to verify the Works.

10.16 Third-party alteration or interference may affect any applicable workmanship guarantee to the extent it causes or contributes to the relevant defect.

10.17 Where scheduled Works cannot proceed because the Property or site is not ready, required access has not been provided, other trades prevent progress or another circumstance within the Customer’s reasonable control prevents the Works, an aborted attendance or standing-time charge may apply.

10.18 Certification applicable to completed Works shall be issued in accordance with Section 12.

11. ELECTRICAL MAINTENANCE SERVICE PLAN

11.1 Any Electrical Maintenance Service Plan is a maintenance and compliance-management service and is not an insurance policy.

11.2 Precise Services, Property allocation, visit allowances, labour allowances and Price shall be stated in the applicable Service Plan.

11.3 Each Service Plan applies only to its assigned Property unless expressly agreed otherwise.

11.4 Unused visit allowances do not transfer between properties or roll over unless expressly stated.

11.5 Maintenance visits are reactive attendances following reported faults and are not routine inspections or preventative servicing unless expressly included.

11.6 Materials, replacement components, installation Works, upgrades and work exceeding applicable allowances are additional unless expressly included.

11.7 Additional chargeable Works shall be quoted or agreed before proceeding where reasonably practicable.

11.8 The Customer must provide safe and reasonable access.

11.9 Failed or aborted visits caused by lack of access, unsafe conditions, inaccurate information, tenant refusal or inaccessible equipment may count towards the applicable visit allowance and/or result in a reasonable attendance charge, subject to applicable law.

11.10 Response times are targets only unless expressly guaranteed in writing.

11.11 Repeated faults resulting from underlying defects outside the Service Plan scope may require separately chargeable investigation or Remedial Works.

11.12 230VOLTS® may appoint appropriately qualified subcontractors.

11.13 Payment, cancellation, minimum-term, renewal and termination arrangements shall be stated in the applicable Service Plan and remain subject to applicable law.

12. DOCUMENTATION AND CERTIFICATION

12.1 Certificates, reports and other formal documentation shall be issued following completion of the relevant Service and satisfaction of applicable technical and scheme requirements.

12.2 Drafts, site notes, preliminary observations and verbal comments do not constitute final certification or reports.

12.3 Documents will normally be issued within 7–14 Working Days where applicable, although third-party scheme processing or circumstances outside our reasonable control may affect this timescale.

12.4 Payment obligations relating to documentation shall operate only to the extent permitted by applicable law and relevant certification or scheme requirements.

12.5 Where certification cannot properly be issued because Works are incomplete, inaccessible, altered by others or otherwise fail applicable requirements, 230VOLTS® is not required to issue certification that would be inaccurate or improper.

13. TIMEKEEPING AND DELAYS

13.1 Attendance, commencement and completion times are estimates unless expressly guaranteed in writing.

13.2 230VOLTS® shall not be responsible for delay to the extent caused by circumstances outside our reasonable control, including severe weather, flood, fire, traffic or transport disruption, emergencies, restricted access, utility failures, supply-chain disruption, material shortages, industrial action, government or local-authority action or other events that could not reasonably have been avoided.

13.3 Where such circumstances occur, Services may reasonably be delayed or rescheduled and, where appropriate, a revised reasonable timescale shall be agreed.

13.4 Nothing in this Section excludes any statutory right or remedy that cannot lawfully be excluded.

14. GUARANTEE

14.1 Subject to applicable statutory rights, 230VOLTS® provides a 12-month workmanship guarantee on qualifying installation and remedial labour carried out by us.

14.2 The guarantee applies only to defective workmanship relating to the specific Works undertaken by 230VOLTS®.

14.3 Manufacturer warranties apply to materials and equipment where applicable.

14.4 A manufacturer’s product warranty does not automatically include labour costs for removal, replacement or reinstallation unless covered by the manufacturer, our workmanship obligations or applicable law.

14.5 The workmanship guarantee does not cover problems caused by fair wear and tear; misuse, neglect or accidental damage; third-party alterations or interference; pre-existing defects; unrelated parts of an installation; defects inherent in Customer-supplied materials; external causes outside our reasonable control; or failure to undertake recommended Works, except where 230VOLTS® remains responsible under applicable law.

14.6 Where the Customer instructs 230VOLTS® to proceed contrary to a written recommendation or warning, the workmanship guarantee may not cover defects or loss caused by the matter against which the Customer was warned.

14.7 Customer-supplied materials are not covered by a 230VOLTS® product warranty. This does not affect responsibility for our workmanship in installing them or applicable statutory rights.

14.8 Inspection, testing and reporting Services including EICRs, PAT and Thermal Inspection report conditions observed or tested at the relevant time and do not guarantee future installation or equipment performance.

14.9 Nothing in this Section affects a Consumer’s statutory rights.

15. LIABILITY AND STATUTORY RIGHTS

15.1 230VOLTS® shall provide Services with the reasonable care and skill required by applicable law.

15.2 Nothing in these Terms excludes or restricts liability where unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or rights and liabilities that cannot lawfully be excluded.

15.3 230VOLTS® shall not be responsible for loss or damage to the extent caused by pre-existing defects, hidden or inaccessible defects that could not reasonably have been identified within the agreed scope, third-party Works or interference, materially inaccurate information, defects inherent in Customer-supplied equipment, failure to act upon relevant safety recommendations, or undisclosed site hazards, except to the extent caused by our breach, negligence or other legal responsibility.

15.4 Where a problem concerns Works carried out by 230VOLTS®, the Customer should give us a reasonable opportunity to inspect and, where appropriate, remedy the problem before commissioning third-party remedial work, except where urgent action is reasonably necessary.

15.5 Nothing in these Terms removes or reduces a Consumer’s statutory rights.

16. MATERIALS AND GOODS

16.1 Materials supplied by 230VOLTS® shall be reasonably appropriate for the agreed Works unless particular products or specifications have been agreed.

16.2 Goods supplied to Consumers remain subject to applicable statutory rights concerning satisfactory quality, fitness for purpose and conformity with description.

16.3 Customer-supplied equipment and materials remain the Customer’s responsibility as to suitability except where 230VOLTS® has expressly agreed to determine suitability or has a legal responsibility concerning them.

16.4 Any ownership, risk or retention-of-title provisions relating to goods shall operate only to the extent permitted by applicable law.

16.5 Special-order, bespoke or non-returnable materials may require advance payment before ordering.

16.6 Where a project is cancelled, treatment of materials already purchased, ordered or committed shall be governed by Section 5 and applicable law.

17. WASTE

17.1 Waste removal, disposal or recycling is not included unless expressly stated in the quotation or booking.

17.2 Where waste removal is not included, responsibility for lawful disposal remains with the Customer.

17.3 Where 230VOLTS® agrees to remove electrical or controlled waste, it shall be handled in accordance with applicable legal requirements.

17.4 Hazardous, specialist or regulated waste may require separate arrangements and additional charges.

18. COMPLAINTS

18.1 Complaints should be submitted in writing to info@230volts.co.uk.

18.2 Complaints will normally be acknowledged within 3 Working Days.

18.3 We aim to investigate and provide a substantive response within 15 Working Days where reasonably practicable.

18.4 Customers should give 230VOLTS® a reasonable opportunity to inspect and, where appropriate, remedy an alleged problem before commissioning third-party remedial work, except where urgent action is reasonably necessary.

18.5 Nothing in this complaints procedure affects statutory rights.

19. GENERAL

19.1 These Terms apply together with the relevant quotation, booking Confirmation, scope of Works and invoice.

19.2 Where a specific written quotation or booking Confirmation expressly varies these Terms, the specifically agreed written provision takes precedence for that Service.

19.3 No employee, Engineer, subcontractor or representative is authorised to materially vary the contractual terms, Price or scope on behalf of 230VOLTS® unless authorised or subsequently confirmed by 230VOLTS®.

19.4 Variations to significant contractual terms should be recorded in writing where reasonably practicable.

19.5 If any provision is found invalid, unlawful or unenforceable, the remaining provisions shall continue in effect.

19.6 Failure or delay by 230VOLTS® in exercising a contractual right does not automatically constitute a waiver of that right.

19.7 Nothing in these Terms affects statutory rights available to Consumers.

19.8 These Terms and relevant booking documentation constitute the agreement between the parties concerning the Services, subject to rights and obligations imposed by law.

19.9 These Terms shall be governed by the laws of England and Wales.

19.10 Nothing in these Terms prevents a Consumer from relying upon mandatory jurisdiction rights available under applicable law.

230VOLTS®
Electrical Inspection, Testing, Emergency Services, Consultancy, Design & Installation

Email: info@230volts.co.uk

Last updated: September 2026