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Terms and conditions for electric vehicle charge points

We care about privacy and we protect your personal data. We want to be transparent about how we use your personal data, so before you read our terms and conditions, we want to point out that British Gas Services Limited is the data controller of your personal data. Although our Privacy Notice does not form part of the agreement between you and us, we recommend that you read our Privacy Notice, to understand how we collect and use your personal data and your data protection rights. Please see our Privacy Notice at britishgas.co.uk/privacy-policy

These are our terms for supplying and installing your charge point. Please read them carefully. They tell you important information, like who we are, how we will supply and install the charge point and what to do if there is a problem.

When we print the words below in bold, they have the following meanings:

By “we”, “us” or “our” we mean British Gas Services Limited (registered number 03141243) trading as Centrica in Northern Ireland and British Gas in the rest of the UK. Our registered office is Millstream, Maidenhead Road, Windsor, Berkshire, SL4 5GD.

business customer - means any customer who is not a consumer.

charge point – the charge point unit to use with a plug-in electric vehicle.

consumer - you are a consumer if you are an individual and you are buying products from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession). If you receive an OLEV grant, we’ll treat you as a consumer.

customer declaration – Parts A and B of the Electric Vehicle Homecharge Scheme Installation Form (v.2.3) or the equivalent sections of any forms that replace it.

installation – the installation of your charge point by us under this agreement. It does not include electrical upgrade work for which separate fees and terms apply.

OLEV – the Office for Low Emission Vehicles.

OLEV grant – the Electric Vehicle Homecharge Scheme grant provided by OLEV.

property – the building, or part of a building, where the charge point will be installed and all the land up to your boundary including any detached outbuildings.

standard installation - means the standard installation package set out in your quote.

Your quote is valid for 21 days. After this we may not be able to honour it, and you might need to get another one. All prices include VAT at the current rate.

Unless we’ve agreed otherwise, the price on your quote is for the standard installation package. If you need extra work which is not included in that package, we'll explain why, and agree any additional costs with you before starting work. Any electrical upgrade work will be carried out under our one-off home improvement and repair work terms- you can find them at britishgas.co.uk. If there is any difference between what we say here and in those terms, what we say here takes priority.

If we carry out a virtual survey, we’ll need to check the accuracy of the information you gave us before we start work. If it turns out that the information you gave us was not correct, we may need to give you an updated quote before starting work.

Sometimes we have to do work which could cause damage to wall coverings, paint and solid wall insulation (for example if we need to do some wiring to install the charge point). If you need to do any redecoration then, unless we have been negligent with our work, this will be your responsibility and is not included in the price we quote.

We can only complete the installation if:

  • The electrical capacity (e.g. main fuse) can support the additional electrical demands of a charge point.
  • It’s safe to install a charge point.

If the capacity is not sufficient, we might be able to de-rate the charge point or we may have to pause the job until your main fuse is upgraded by your electricity supplier.

If the electrical arrangements or something else at the property means it’s unsafe to install a charge point, we won’t complete the installation until you resolve the issue. For example, where there’s hazardous chemicals, pest infestations, verbal or physical abuse or harassment.

We don’t have to start or continue the installation if we believe that the location isn’t suitable or safe for a charge point. For example, if the charging lead could create a trip hazard or the charging lead will not remain on your property during charging.

We’ll start the installation on the time and date we agree with you. Unless we agree otherwise, work must take place during our normal working hours Monday to Friday.

We allocate 3 hours for each standard installation. If it takes us less time to install your charge point you won’t receive a price reduction, as we can’t re-allocate the installer to another job at such short notice. To carry out the work as quickly as possible, we may send one of our suitably qualified contractors.

OLEV provides a grant for electric vehicle drivers to have a charge point installed at their home. The OLEV grant is subject to a number of conditions. The full terms can be found at https://www.gov.uk/government/publications/customer-guidance-electric-vehicle-homecharge-scheme.

If you think you may qualify for the OLEV grant, we recommend you read the full terms, as you will need to confirm if you meet the eligibility requirements (1) during our quote process and (2) when you sign the customer declaration.

Here’s a summary of some of the key conditions:

  • You must either;

    • be the registered keeper of an eligible vehicle, or
    • be assigned an eligible company car, or lease an eligible vehicle for at least 6 months,

This must have happened on or after 1 October 2016.

  • A full list of eligible vehicles can be found at https://www.gov.uk/government/collections/government-grants-for-low-emission-vehicles
  • The charge point must be installed at a residential property.
  • You must own or rent the property where the charge point will be installed. If you rent it, you must get written permission from the appropriate owner and/or management company for the installation.
  • You can receive an OLEV grant for one charge point for each eligible vehicle (held concurrently), up to a maximum of two charge points per household.
  • Sorry you won’t be eligible if you received funding for a charge point under an earlier grant scheme.
  • You must have the charge point installed as a private individual. This means you can’t claim VAT back from HMRC for the installation.
  • Your property must have designated private off-street parking suitable for a charge point. And you must have access to this area at all times.
  • Your charge point must be an OLEV approved smart charge point.
  • Your installation date must be less than 4 months before the delivery date or the date you become the registered driver of the vehicle. Otherwise you’ll need to contact OLEV to ask for permission.

If we believe your charge point and/or installation are eligible for an OLEV grant, we will only ask you to pay us the difference between the OLEV grant available and the total price in our quote. We will apply for an OLEV grant on your behalf to cover the balance.

To complete the OLEV grant application, you need to give us certain information and sign the customer declaration. By accepting our quote, you agree that;

  • the information you give us will be full, complete and accurate,
  • you will promptly give us any information or documents we need to complete the OLEV grant application, and
  • you will sign the customer declaration promptly.

If you don’t do these things and this means;

  • we are not able to apply for an OLEV grant, or
  • our OLEV grant application is refused, we will take the steps set out in the following paragraphs.

If we’ve not started work, we will update your quote to reflect the fact that the OLEV grant is not available. If you don’t want to go ahead, we’ll refund you any money you’ve already paid. We can deduct our reasonable expenses from the refund.

If we’ve already installed your charge point (and we’ve made reasonable attempts to get the information we need for the OLEV grant from you) we will charge you the difference between what you’ve already paid and the total price in our quote. This could be up to £350 for each charge point.

There may be other grants or funding available to help you get a charge point installed. It’s up to you to confirm if you could be eligible and to apply for such funding.

You must tell us if your circumstances change after signing section A of the customer declaration ahead of your installation date where this could affect your eligibility for the OLEV grant.

If your circumstances change after the installation or you no longer have use of your electric vehicle before the minimum 6-month keepership period ends, you must tell OLEV via Chargepoint.Grants@olev.gsi.gov.uk.

If your quote assumes you will be eligible for an OLEV grant, but the government ends that scheme or changes the value of the OLEV grant before we have installed your charge point, we will not have to carry out the installation, unless you pay us any short-fall in funding.

We’ll give you our time estimate for doing the installation and we’ll do our best to keep to this, unless something beyond our control means we can’t – in which case we’ll let you know as soon as possible and arrange a new time.

If you’re not at the property on the day of installation, you must make sure that there is somebody else present who is 18 years or older and can give instructions to the installer and sign paperwork on your behalf during the visit. It’s your responsibility to give us access to your property. If we can’t get access, we won’t be able to complete the work and you’ll need to contact us to arrange another appointment. We can also charge you our reasonable costs for the wasted visit.

If you buy your charge point directly from the vehicle manufacturer or dealer and they deliver it to you before the installation, you’ll be responsible for keeping it safe from the point you receive it until you hand it over to us. If the charge point is lost or damaged during that time, you’ll have to source and pay for a new one.

It’s your responsibility to get any permission needed for the work, as we don’t accept liability for unauthorised work, e.g. if you don’t own the property, you’ll need to get the owner’s permission first, or if the property is a listed building you may need planning permission. You’ll be responsible for any losses or costs to us if claims are made against us for work carried out without the proper permission.

Once connected to Wi-Fi, your charge point may receive over-the-air updates to improve your experience. It may send or receive messages to complete diagnostic checks. From time to time the manufacturer of your charge point may, acting reasonably, need to make the smart functionality of your charge point temporarily unavailable to allow them to carry out maintenance or to implement updates. They will use reasonable endeavours to keep such interruptions to a minimum. The manufacturer of your charge point may make an app available to support its charge points. If you download any such app, you will be entering into a separate agreement with the manufacturer, which will govern the use and functionality of that app. You may need to use this app to control the smart functionality of your charge point. If this is the case and you don’t want to use the app, your charge point will still function in manual mode.

If there is a problem with a charge point (or parts) we supplied, or the work we carried out, within 3 years of the date we finished the installation, we will repair or replace the faulty charge point (or faulty parts) we’ve supplied, or fix the faulty work we’ve done free of charge. The warranty will not apply if:

  • the fault is caused by neglect, accidental or intentional damage or negligence by you or a third party,
  • repairs or modifications have been attempted or carried out by an engineer who has not been approved by us,
  • we reasonably believe the charge point has not been used or maintained in line with the manufacturer’s instructions,
  • the fault is caused by unrelated faults with the electrical wiring at your property or a fault in the charging system of your electric vehicle, or
  • the charge point is installed in a commercial property. This warranty does not affect your legal rights. If you want independent advice about your rights, you can speak to Citizens Advice or Trading Standards.

We’ll complete the work included in your quote with due skill and care, and in line with industry standards. However, if you’re unhappy with our services, you can make a complaint using the following contact details:

We take any complaint seriously and we’ll do our best to resolve the issue right away. If we need more time to investigate, we’ll let you know and keep you updated. If you’re a consumer and are not satisfied with our final response, or it’s been more than eight weeks since we received your complaint, you may be able to take your complaint to the Utilities ADR. For more information visit utilitiesadr.co.uk.

17.1 Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation or for any matter where it would be unlawful to limit our liability. 17.2 We’ll take care to carry out the work without causing damage to your property. If we cause unnecessary damage because of our negligence, we’ll put it right. 17.3 We won’t under any circumstances, be responsible for;

  • the cost of repairing any pre-existing faults or damage to your property or electricity supply that we discover during the installation,
  • any loss caused because you have provided inaccurate or misleading information,
  • any damage caused if the charge point isn’t used in line with the manufacturer’s instructions,
  • any problems caused by your or anyone else’s smartphone, computer, internet browser or internet connection,
  • any business loss or damage, such as losing profit, income, business, contracts or goodwill,
  • any loss which both sides would not have reasonably expected when we made this agreement, or
  • if you are a business customer, any indirect or consequential loss.

    17.4 If you are a business customer, subject to clauses 17.1 and 17.3, our total liability to you in respect of any and all losses arising under or in connection with the agreement, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to no more than £100,000.

    17.5 Each individual sub-clause in this section 17 applies separately. If a court tells us we can’t rely on one of the sub-clauses, the others will still apply.

    17.6 If you’re a consumer, these limitations don’t affect your legal rights under the Consumer Rights Act 2015, if applicable, and any laws that replace it. If you want independent advice about your rights, you can speak to Citizens Advice or Trading Standards.

You can cancel your agreement with us at any time before the installation is fully completed. This is called your “cooling off” period. By accepting the quote you’ve agreed that we can start work during your cooling off period. If you cancel after work starts, we’ll charge you for;

  • work we’ve already carried out, and/or
  • any goods we’ve supplied which have already been installed. And we won’t be responsible for undoing any work we’ve already carried out. We can deduct these costs from any deposit you’ve paid or bill you for them. If you are a business customer and you cancel, we can also charge you a cancellation fee to cover our reasonable expenses. If you no longer want the work to go ahead, please contact us on 0333 202 1055. We can cancel the installation at any time by giving you written notice.

Nobody other than you will be able to benefit from this agreement. If you break any part of this agreement and we don’t respond right away, that doesn’t necessarily mean we won’t do anything about it later on. For example, if we don’t immediately ask you for money that you owe us, it won’t stop us from asking for it later on. If a court tells us a part or clause of this agreement isn’t valid the rest of the agreement will still apply.

The service is only available on the UK mainland and in Northern Ireland. Sorry, it’s not currently available on UK off shore islands such as the Isle of Man or the Isle of Wight. This agreement is bound by the laws of whichever country the property for which you require the service is in – England, Wales, Scotland or Northern Ireland.