CUSTOMER TERMS & CONDITIONS
1. About these Terms
These Terms & Conditions apply to residential renewable-energy surveying services provided by First Rate Surveys, including EV charging surveys, Solar PV surveys, Battery Storage surveys and combined renewable-energy surveys.
By booking a survey through our website and accepting these Terms & Conditions, you agree to the terms that apply to the service you have booked.
These Terms should be read together with the information provided for the relevant service at the time of booking.
2. About First Rate Surveys
First Rate Surveys provides independent site-survey and proposed-design services for residential renewable-energy projects.
We are an independent surveying business. Unless expressly stated otherwise, we do not sell, supply or install EV chargers, Solar PV systems or battery storage systems as part of the residential survey service.
Our role is to assess the property and provide relevant site information, measurements, photographs, observations and proposed arrangements to assist the customer and their chosen installer.
3. Services Covered
These Terms may apply to the following residential services, depending on the service selected at booking:
• EV Charging Survey
• Solar PV Survey
• Battery Storage Survey
• EV + Solar PV Survey
• EV + Battery Storage Survey
• Solar PV + Battery Storage Survey
• EV + Solar PV + Battery Storage Survey
The scope of the service is the scope described for the particular service selected at booking. Where services differ, the service description shown at the time of booking will apply.
4. What the Survey Includes
Depending on the service booked, the survey may include:
• Assessment of the property and proposed installation area
• Assessment of access and relevant site conditions
• Proposed equipment location
• Assessment of potential cable routes
• Relevant measurements
• Photographs of relevant areas
• Identification of visible site constraints
• Review of accessible existing infrastructure
• Proposed installation arrangement or site layout
• Survey notes and observations
• A professional survey report
The survey is an assessment of the property and proposed installation based on the information reasonably available and conditions observed at the time of the appointment.
5. Survey Limitations
A survey is based on what can reasonably be observed, measured and assessed during the appointment.
We may be unable to inspect areas that are restricted, unsafe, concealed, inaccessible or otherwise unavailable. Where relevant information cannot reasonably be established during the survey, this may be identified in the survey report.
Unless expressly included in the service booked, the survey does not constitute:
• An electrical installation
• Electrical certification
• Electrical testing or inspection
• Structural certification or a structural survey
• Planning permission
• Building Regulations approval
• DNO approval, notification or acceptance
• An EPC
• Final installation certification
• A guarantee that an installation will be approved or installed by a particular installer
The survey report should be considered alongside any further assessment, design or requirements identified by the customer's chosen installer or other suitably qualified professional.
6. Proposed Arrangement and Installer Responsibility
Where a proposed layout, equipment location, cable route or installation arrangement is included, it is provided as survey information and a proposed arrangement based on the site conditions observed during the survey.
The customer's chosen installer remains responsible for confirming the final technical requirements and suitability of the proposed installation, including where applicable:
• Final equipment selection and compatibility
• Electrical requirements and design
• Structural requirements
• Cable sizing and protection
• DNO requirements, notifications or applications
• Planning or Building Regulations requirements
• Final installation design
• Installation, testing and commissioning
• Required certification
The customer is responsible for choosing their installer.
A First-Rate Surveys report does not constitute approval or acceptance of the proposed installation by an installer, manufacturer, DNO, local authority or other third party.
7. Customer Responsibilities
The customer must:
• Provide accurate information during booking and before the appointment
• Provide reasonable access to the property and relevant areas required for the survey
• Ensure any required access arrangements are in place
• Inform us of access or parking restrictions, pets, building works or other circumstances that may affect the appointment
• Make the relevant areas reasonably safe and accessible
• Provide any information or documentation reasonably requested before the appointment where available
If the survey cannot reasonably be completed because the property or relevant areas cannot be accessed or are unsafe, we may need to rearrange the appointment or identify the affected limitations in the report.
8. Booking and Payment
Residential surveys are booked through our online booking system.
The price displayed at the time of booking includes VAT at the applicable rate.
Full payment is required at the time of booking unless otherwise agreed in writing.
A booking is confirmed once the booking has been successfully completed and payment has been accepted. The customer will receive booking confirmation electronically.
9. Cancellation, Rescheduling and Refunds
Customers may cancel or reschedule an appointment using the booking arrangements provided by First Rate Surveys.
Any cancellation or rescheduling terms, including any notice requirements or charges that apply outside statutory rights, will be clearly displayed during the booking process and will form part of the contract.
Nothing in these Terms removes or limits any statutory cancellation, refund or other consumer rights that apply to the customer.
Where a customer has a statutory right to cancel, the applicable statutory cancellation period and refund requirements will apply.
Where a refund is due, it will be made using the original payment method unless another method is agreed with the customer.
10. 14-Day Cancellation Period and Request for Early Performance
Where the contract is entered into online, statutory cancellation rights may apply.
The customer may expressly request that First Rate Surveys begins providing the survey service before the end of the applicable statutory cancellation period.
If the customer makes such a request and then exercises a statutory cancellation right before the service is fully performed, the customer may be required to pay an amount proportionate to the service supplied up to cancellation, where the law permits this.
If the service is fully performed after the customer's express request and with the required acknowledgement that the right to cancel will end once the service is fully performed, the statutory right to cancel the service contract may end in accordance with applicable law. The customer's statutory rights are not otherwise affected by these Terms.
11. Appointment Attendance and Access
We will make reasonable efforts to attend at the agreed date and time.
If circumstances outside our reasonable control prevent us from attending, we will contact the customer and arrange an alternative appointment.
If we need to reschedule an appointment, the customer will not be charged an additional booking fee because of that rescheduling.
If the customer cannot provide reasonable access to the property or relevant areas, we may be unable to complete the survey. We will discuss the available options with the customer.
12. Survey Report and Delivery
Following the survey, the customer will receive the applicable survey report electronically.
The report is prepared using the information, observations, measurements and photographs obtained during the survey.
The expected report delivery timeframe will be stated on the relevant service information or otherwise communicated to the customer.
The customer may provide the report to their chosen installer or other relevant professional for the purpose of progressing the proposed installation.
13. Changes to the Property or Project
The survey reflects the property and conditions observed at the time of the appointment.
If the property, electrical installation, proposed installation location, equipment, project requirements or other relevant circumstances change after the survey, the report may no longer accurately reflect the proposed installation.
The customer should inform their chosen installer of any material changes and obtain any further assessment required.
14. Photographs and Survey Information
Photographs, measurements, notes and other information collected during the survey may form part of the survey report and may be retained as business records.
Any personal information collected in connection with the service will be handled in accordance with our Privacy Policy.
15. Third-Party Installers
First Rate Surveys is independent of the customer's chosen installer unless expressly stated otherwise.
We do not guarantee:
• The availability of a particular installer
• The price quoted by an installer
• The installer's final design
• The quality of installation work
• The performance of installed equipment
• Any warranty provided by an installer or manufacturer
Any installation contract is between the customer and their chosen installer.
16. Reasonable Care and Skill
First Rate Surveys will provide the surveying service with reasonable care and skill as required by applicable law.
Nothing in these Terms removes or reduces the customer's statutory rights in relation to the service.
17. Liability
Nothing in these Terms excludes or restricts liability where it would be unlawful to do so.
Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or restricted.
Subject to the above, First-Rate Surveys is not responsible for matters that were not reasonably identifiable or accessible during the survey, inaccurate or incomplete information supplied by the customer or a third party, changes to the property or project after the survey, or decisions made by third parties based on the survey.
Nothing in these Terms limits any rights or remedies the customer has under applicable consumer law.
18. Complaints
If you have a concern regarding your survey or our service, please contact us as soon as reasonably possible.
We will review the matter and aim to resolve legitimate concerns fairly and promptly.
Email: Complaints@firstatesurveys.co.uk
19. Governing Law
These Terms are governed by the laws of England and Wales.
Nothing in these Terms affects any mandatory rights that a customer may have as a consumer.
20. Customer Agreement and Electronic Acceptance
By booking a residential renewable-energy survey, the customer confirms that:
• They have had a reasonable opportunity to read these Terms & Conditions before booking.
• The information provided during booking is accurate to the best of their knowledge.
• They agree to the Terms & Conditions applicable to the service booked.
• Where they request the survey to begin before the end of any applicable statutory cancellation period, they expressly request that the service begins on the booked appointment date and acknowledge the relevant statutory consequences explained during booking.
Acceptance of these Terms through the online booking process will be recorded as part of the customer's booking.