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Charge Wizard - Terms & Conditions 

At Charge Wizard we aim to make everything as straightforward as we can.

Background 

In these Terms & Conditions Charge Wizard (a company registered in England & Wales with company number 14061673) will be referred to as ‘the Company' and the person ordering the product will be referred to as ‘the Customer'. 

All the terms of the contract between the Customer and the Company are contained in this document and written specifications provided to the Customer by the Company on the website. No variation of the terms shall bind either party unless such variation is made in writing and signed by the party to be bound. 

Any concession, latitude or waiver allowed by the Company at any time shall be without prejudice to their strict and full rights under this contract and shall not prevent the Company subsequently exercising such rights. 

We try to keep information on the website and in marketing materials relevant and up to date. However, such information should be used as a guide only because products and services are frequently updated and changed. 

Any reviews or comments made by members of the public on this website are their opinions only and do not form any part of the specification or advice given by the Company about products or services we supply. 

Pictures, text, videos and other material contained on the Company's website(s) and literature are subject to copyright restrictions and must not be copied or reproduced without the written consent of the Company. 

Trademarks and other intellectual property of the Company are protected and not to be replicated or reproduced. 

The Company is registered with the Information Commissioner's Office and treats all information supplied by customers as confidential and will only pass on such information as is required to fulfil the obligations set out in this contract and Law. 

Communication 

The Customer's contact details used by the Company will be the same details supplied by the Customer during the ordering process. 

When the Customer places an order with the Company via the website, the Company will send the Customer an email acknowledging the order and stating; 

  1. details of what the Customer has agreed to purchase.

  2. arrangements for delivery.

  3. arrangements for installation, including assumptions

  4. the total cost.

  5. confirmation of standard installation criteria.

  6. details to contact the Company if there are any issues.

Delivery of goods 

The Company works hard to ensure the delivery of goods happens on time and with clear correspondence in advance. Notwithstanding this, the Customer accepts that sometimes delivery issues occur, and this does not give automatic cause for cancellation. 

The Customer is responsible for notifying the Company of any local restrictions that could impact the delivery of goods, for example local parking restrictions, steep stair climbs, stair climbs longer than 20 steps, on foot carrying distances greater than 30 metres. 

The Customer agrees to have someone present at the property for when goods are scheduled to be delivered. 

The Customer is responsible for keeping any equipment secure and dry once delivered. If equipment is damaged, removed or packaging opened then the Customer will be liable for any costs or losses incurred by both themselves and the Company.

The Customer agrees for the Company to provide necessary details to 3rd party logistic companies to facilitate the delivery of equipment. This information will only be used to deliver the equipment to the Customer and to keep the Customer informed of the delivery status.

Inspection of the site 

After an order is placed with the Company, there is an opportunity for the Customer to send photos to the Company using a customer specific weblink. This link is sent via email after the order is placed and also sent via SMS. By viewing the photos in advance the Company can discuss any technical aspects of the installation prior to the engineer attending; this makes the installation process run as smoothly as possible ensuring the right charge point and materials are delivered to enable a suitable installation. 

The Customer agrees that any photos supplied during or after the ordering process are true and accurate images of what the engineer will see at the installation site. 

If, upon physical inspection of the site, it is determined that equipment ordered is unsuitable or technically not possible to install as ordered, then the Company will inform the Customer of why the installation cannot go ahead as ordered and discuss alternative options including any delay to installation that may be incurred. If the Customer declines the alternatives offered, or if no alternatives can be offered, then the Company will give a full refund to the Customer and remove any materials that may have already been delivered to site. 

In exceptional cases where the Company determines an installation cannot take place, the Company reserves the right to decline any order at any time up until completion. Should the Company decline an order, no damages or expenses of any kind shall be payable by the Company to the Customer beyond the refund of any money already paid in relation to the contract. 

If, upon physical inspection of the site, it is determined that more equipment or a significant amount of extra work is required, then the Company will inform the Customer of any increase in costs prior to these costs being incurred. The Customer will also be informed of any delay to installation that may be incurred. If the Customer declines any extra equipment or work required to facilitate the installation work they are entitled to a full refund. 

Any changes in materials and/or specifications from those detailed in the contract must be approved by the Customer, either by physical documentation or by electronic means (which may include sign on glass or email) prior to any additional work being carried out.

Whilst every effort is made to ensure the delivery and installation timescales agreed during the ordering process are met, the Company reserves the right to delay installation for reasons including (for example) fires, strikes, illness, severe weather, lockouts, terrorism, war and any other causes beyond the control of the Company interfering with its execution or completion of the contract. Time shall not be deemed to be the essence of the Contract.

Carrying out installation work

The Customer will need to provide free access to and from the installation property (both internal and external access will likely be required) on the agreed dates so that we can deliver and install equipment. You must also provide free access to water, gas and electricity (where applicable) for installing and testing your new equipment. 

Our engineers come to work to deliver services in your home. They aim to treat you courteously at all times and expect you to treat them in a similarly respectful way. We take any threatening, abusive or violent behaviour against any of our engineers - seriously. Where an incident of threatening, abusive or violent behaviour towards our engineers occurs, the engineer will immediately leave your home and the property made safe and the incident may be reported to the police. The Company will not send another engineer to your home until an investigation and risk assessment has been carried out. The Company reserves the right to terminate the contract should the work environment be deemed unsafe for our engineers. 

During the fulfilment of this contract, the Customer agrees to provide a safe and respectful workplace for any persons attending the installation address. Persons attending a property to carry out work connected with this contract will leave the property if rude, abusive or unsafe conditions are encountered. If this happens, it will be at the sole discretion of the Company if a reattendance is arranged and what the charge for such a reattendance will be. In any event, no refund will be due from the Company to the Customer if the site is vacated for reasons of safety, abuse or general rudeness. 

It is the responsibility of the Customer to ensure there is adequate vehicle parking for the engineer to park their van within 25 metres of the entrance to the property. Any charges for parking are to be paid by the Customer. If a permit for parking is required, it is the responsibility of the Customer to organise the permit or notify the Company of the restriction at least two working days before the engineer/delivery is due to arrive (or at the time of ordering, whichever is sooner). 

Prior to any attendance by the Company, it is the Customer's responsibility to secure any permissions, licences or permits that may be required to authorise the work. Examples of such permit could be a listed building consent, landlord consent or freeholder agreement. 

The Company will always try to complete work before 6pm on the day of installation but may on occasion need to use a reasonable amount of overtime to achieve completion. It is a condition of this contract that your approval to such overtime is granted, although we will endeavour to minimise any disruption or inconvenience.

Due to the Company's policy of continuous improvement, the Customer shall have the benefit of any modification the Company may make to its products and procedures, albeit these changes may be made without prior notice to the Customer. All illustrations within the company's website (and any advertising, marketing material or literature) and that of its suppliers are subsequently intended as a guide only.

Whilst all reasonable care will be taken by the Company, it accepts no liability for any damage to existing plaster work, decorations, flooring etc which may be consequent upon the carrying out of the work detailed. Cuts or holes made to allow for equipment will normally be made good but not permanently finished or re-decorated. Floor boards will be reinstated or replaced where necessary but special and/or laminated floors cannot be permanently re-fixed. Any carpets which are lifted will be re-laid to the best of our operative's ability, however, we cannot be held responsible for carpets which have been nailed or glued down. It should be anticipated that an amount of redecoration may be required, this will be the Customer's responsibility and is not included in the price. 

Whilst engineers working on behalf of the Company will take reasonable care not to damage wiring, plumbing and other services at your property, the Company cannot be held responsible for any consequential damage caused to existing services/installations that are not clearly visible. 

The Company will not be liable for any damage to your home which is caused as a direct result of structural defects or weaknesses at the installation address whether they are visible or not. If you are unsure of the structural integrity of your building you should engage an appropriately qualified structural surveyor prior to any attendance the Company may arrange in connection with the contract. 

Products and building materials can vary in colour, texture and general appearance. The Company accepts no liability for any materials used during the installation process having variations in colour, texture and general appearance. In summary, the Company accepts no liability for any materials introduced to the property matching any existing materials and explicitly states variations in colour, texture and general appearance are likely and will be accepted by the Customer. 

When adding new equipment to your house, our engineer will need to inspect existing relevant infrastructure to ensure it meets current regulatory standards and is of suitable performance. Should your existing infrastructure fail to meet relevant standards/capacity then we will give you the options to bring the infrastructure up to a standard which allows new equipment to be connected. At this point you may cancel your order for a full refund. If you do not wish to authorise the required additional work(s) but still wish the new equipment to be installed, we will leave the equipment for final connection by others and will not be able to commission the equipment. In such circumstances the Customer is still liable to make payment in full as if the installation had been completed. 

The engineer will take pictures of your installed equipment and relevant infrastructure for the Company's auditing process and for our own records. The engineer may also attend with other people including managers, supervisors, trainees or apprentices. From time to time the Company may use pictures of installed equipment for marketing purposes. 

During installation, our health and safety plan requires the engineer to have access to working communication devices. If for any reason the engineer is unable to get mobile phone reception, the house holder agrees to make available to the engineer access to their telephone and internet connection for no charge. 

Upon completion of all physical works at the property, the Customer (or their representative) may inspect the work before the engineer departs. Once the Company's appointed engineer is satisfied that the work is complete and the Customer (or their representative) has been given the opportunity to inspect, then all works required to fulfil the contract are deemed to have been completed. 

When installing new equipment other trades may be required to complete the work. For example, an authorised electrician may be required to de-energise the property. In such circumstances, the Company will endeavour to install the equipment to a near complete standard. Once the relevant works have been completed, the Company will attend to connect and commission the device. Depending on the time between visits, the revisit may be charged. 

Sometimes things do not go to plan with the installation of new equipment. The Customer agrees to give the Company and its engineers reasonable opportunities to put things right by providing access to the installation address and time to remedy any faults or problems. In addition to this, the Customer undertakes to minimise or avoid any losses it may suffer as a result of the actions (or non-actions) of the Company or the appointed engineer. 

New equipment can sometimes not function correctly once first installed (for example a part may have become dislodged internally during transit). The Company works proactively with both customers and product manufacturers/suppliers in such circumstances to rectify the issue as quickly as possible. Sometimes faulty equipment needs refitting which can cause significant delays and inconvenience; the Company will do all that it reasonably can to minimise disruption to the household. 

If something within the Customer's responsibilities/control (such as removal of asbestos or improving existing infrastructure) prevents delivery and/or installation of any goods/services ordered for more than 12 months after the order was placed with the Company, then the Company will be deemed to have performed the contract in full and entitled to retain all monies paid to date without deduction or refund in full or in part without the supply of any further goods/services. 

The Company is not liable for any loss of profit, loss of business, business interruption or business opportunity under any circumstances. 

The Company deems the following to be part of a Standard installation: 

  • Fixing of charger to a wall or suitable permanent structure at a height between 750mm to 1200mm (next to the parking without creating a trip hazard).

  • Routing of cable through a single wall of up to half a metre thick

  • Up to 10m of standard installation cable* clipped to the wall between your meter/fuse board and your charger

  • Connecting to your electrical supply (electricity meter or fuse box)

  • Installation of protective devices suitable for the installation and EV charger such as RCBO and PEN fault devices as required by BS7671.

  • Associated electrical testing and handover

  • Demonstration of the charger functions 

*Cable type - Tuff Sheath 

Before either the property visit or installation of the charge point, the Company will review any documentation and advise if additional charges are applicable. In the event of these charges being unexpected, and the Customer no longer wishes for the installation to take place, a full refund will be issued. 

Finance and Payments 

If paying by credit or debit card, the payment of cleared funds from the Customer to the Company is required prior to delivery and/or installation of goods. Payment is only deemed to have been received once the funds are showing in the Company's bank account as cleared funds. If the Customer instigates an attempt to clawback payments (for example requesting a credit card chargeback) then the Company can pass on any costs and/or losses associated with dealing with and defending such action.

We use Stripe and Klarna to facilitate our transactions, for further information please visit Stripe’s terms and conditions via their website or use the links on our website to view Klarna terms and conditions.

All final invoices issued by the Company to the Customer are issued after payment has been made and goods have been installed. Whilst any money is outstanding, the Company is entitled to delay or defer any or all work without any penalty due from the Company to the Customer whatsoever. 

All the prices displayed by the Company include VAT unless otherwise stated. Delivery and other service charges will be confirmed on screen during the specification and purchase process. After a customer completes an order to the Company, the standard installation price should not change even if the applicable VAT rate does. 

In the event of suspension or cancellation of the work at the request of the Customer, or lack of instructions or delay on site caused by matters beyond the control of the Company, any extra expenses thereby incurred or losses suffered by the Company shall be chargeable to the Customer along with a reasonable addition for administration and overhead costs. This condition shall not be construed as to affect any statutory or common law rights of the Customer. 

The Company reserves the right at its sole discretion to accept or refuse any order placed by the Customer until the appointed engineer has inspected the site and accepted the order. 

The Customer is responsible for disposing of any packaging. Debris will be removed from site as part of the contract price, but this does not include the removal of any dangerous/hazardous waste material such as asbestos which we become aware of before or during the installation. It is the responsibility of the Customer to arrange for the safe removal and disposal from site at their own expense and to provide the Company with a Clean Air Certificate as proof this work has been completed. 

If the Customer would like to keep any old equipment or material that will be removed as part of any installation work ordered, they must let the appointed engineer know on the day of install. 

Party Wall Act; it is the responsibility of the Customer to undertake a party wall agreement with any neighbouring properties where required in advance of the Company attending site to carry out work. 

Under Construction (Design and Management) Regulations 2015 the Company needs to ensure operatives working on the site have access to welfare facilities including; a toilet, washing facilities, drinking water and facilities for rest in a warm indoor area. To reduce costs, the Customer agrees to provide access to these facilities within the existing property for workers to use in a clean and respectful way. If the Customer would like the Company to make alternative arrangements to comply with these CDM Regulations, they will notify the Company at least 14 days before any onsite works are due to commence and pay the additional cost of hiring such facilities 7 days prior to work commencing. 

Once the Customer selects an installation date during the online order process, it's reserved for 25 minutes. To confirm the installation date, the payment process (including the completion of any finance documents) needs to be finished by the Customer within 25 minutes.

Cancellation

The Customer will lose the right to cancel set out below should the Company complete the installation of your new equipment within 14 days of your order being placed and the Customers has requested that the Company perform services within this 14-day period as it will be deemed that the Company has been engaged to carry out urgent maintenance or repairs at the Customer’s household. 

The Customer has a right to cancel this contract within 14 days without giving any reason provided that Notice of cancellation is emailed to [email protected] within 14 days of the order being placed. Any email sent intended to serve as your statement of cancellation should be clear and unambiguous. You may use the following style of wording although this is not obligatory “I/we hereby give notice of cancellation for the order number [insert order number] for the supply of [item you wish to cancel] to [property address]. Signed [insert your name].” 

If the equipment has already been delivered, the Customer is responsible for ensuring that the goods are returned to the Company at their own cost.  Any refund due to the Customer will only be processed on receipt of the equipment by the Company in an unused, undamaged and resellable condition, including the equipment remaining unregistered with the manufacturer (including, where applicable, any extended warranties). The Company reserves the right to refuse to accept returned equipment if the equipment is returned more than three (3) months after initial delivery to the Customer, and will not process any refund in respect of this equipment.  This only applies in the case of return of equipment following cancellation of an order by the Customer and does not affect the statutory rights of the Customer. 

Warranty Specification  

Under the Consumer Rights Act 2015, the Customer has a right to a refund, repair or replacement of products that are faulty, or not what is expected. 

If the Customer believes the item they have received to be faulty, the Company will first attempt to resolve the fault over the phone, as it can be the case that what at first appears to be fault could actually be an issue caused during installation or initial setup.  Where required, the Company will also confirm that there is a genuine fault with the equipment manufacturer before taking any further action in respect of refund, repair or replacement and, as the manufacturers are usually the best equipped to triage and/or resolve suspected faults, the Company may ask the Customer to liaise directly with the manufacturer before arranging any refunds, repairs or replacements.  Please note that in all cases, the warranty is provided by the manufacturer of the purchased product and not by the Company. 

If a fault is confirmed within 30 days of delivery (for non-installed items) or within 30 days of installation (for installed items), the Customer should inform the Company who will arrange for either a refund of the cost of the faulty item(s) (excluding any installation or other work charges, and excluding any other items delivered and/or installed at the same time as the faulty item) or repair or replacement of the faulty item(s) as required. 

In some cases, the Company may not be able to offer the Customer their preferred option if it is disproportionate to another (e.g. because it has a much higher cost to the Company than the alternative). If that is the case, the Company will still offer the Customer a repair or replacement to fix the issue, but not the choice of either.  

If it is not possible for the Company to offer a repair or replacement, the Customer can choose to keep the product and receive a partial refund or return the product and receive a full refund. 

If a fault is confirmed after 30 days of delivery (for non-installed items) or after 30 days of installation (for installed items), the Customer will need to contact the manufacturer of the faulty item for resolution. 

Most items will be covered by a manufacturer’s warranty for a minimum of 1 year from the date of purchase; however, some manufacturers may offer extended warranties, either free or at an additional cost, and these will normally require a registration of the purchased item directly with the manufacturer.  It is the responsibility of the Customer to complete this registration, if required, to benefit from any available extended warranty. 

There may also be restrictions within manufacturer’s warranties (e.g. the use of a product may only be covered in a domestic setting and use in a commercial setting may invalidate a product warranty).  It is the responsibility of the Customer to ensure that the product they are purchasing, its intended use and its intended installation location comply with the manufacturer’s warranty terms. 

Neither the Company, nor the manufacturers will be liable to you, whether under this contract or otherwise (and whether to carry out any warranty repairs or otherwise) where any failure, fault or problem arises as a result of: 

  • Any failure of the Customer or third parties in the care, operation and/or, where required, inspection, servicing or maintenance of the equipment which is not done strictly in accordance with the manufacturer’s instructions.  The Customer is responsible for maintaining full and accurate service/maintenance records for all equipment as may be required, and without any such records any warranty will be void.

  • Any deliberate damage or vandalism

  • Damage caused by circumstances outside the control of the Company or the equipment manufacturer.

  • Any damage caused by unreasonable variations in the electricity supply at the premises where the equipment is installed (e.g. surges caused by lightning strikes). 

The terms and conditions set out above apply only to the purchased equipment and any other items fitted as part of the installation of the purchased equipment.  All other parts of the existing electrical installation at the property are completely excluded from any warranty offered. 

If the Company re-attends at the Customer’s request but no fault is found, or the issue relates to something the Company is not responsible for, then the Company reserves the right to make a reasonable charge to cover costs for such an attendance.

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