Smart Home Charge Terms and Conditions

Version number: 3.1.0  
Effective date: 9.7.2026 

1.    Who we are
1.1    We are (Response) EPR Limited trading as “Smart Home Charge”. Our company information is at the end of this document. 

2.    What this is all about – introduction to our terms and conditions

2.1 These are our terms and conditions which apply when you buy a charger from us. (Separate terms apply to use of our site.) We’ve tried to make them user-friendly. Please read them carefully and save a copy as we don’t file a copy specifically for the transaction with you. They are available in English only. 

3.    Consumers – definition and minimum legal rights

3.1 Where we refer to “Consumer” below we mean an individual acting for purposes which are wholly or mainly outside that person’s trade, business, craft or profession. 

3.2 We are legally required to remind Consumers that we are under a legal duty to supply goods that are in conformity with the contract. Nothing below affects Consumers’ legal rights. 

4.    Your obligations

4.1 You must ensure that all information you supply to us in connection with your order is correct and complete and that you tell us immediately if there are any changes. 

4.2 You promise to comply promptly with our reasonable requests for information and to provide reasonable co-operation.

4.3 We rely on the information you provide during the quotation and survey process to assess suitability, pricing, and installation requirements. If the information provided is inaccurate or incomplete, this may affect your quote, installation date, or our ability to complete the installation. 

5.    Forming a contract with us 

5.1 Your order constitutes an offer to purchase goods and/or services from us. In accordance with clauses 6.9 and 8.10, a binding legal contract is formed when you place your order and make payment (or, where applicable, pay any required deposit) following acceptance of our quotation, whether that quotation is generated automatically or issued by us following review of your site survey.

5.2 A binding legal contract is formed when we confirm acceptance of your order in writing.

6.    Price and payment

6.1 The price is as stated in the order summary quote and at checkout. 

6.2 VAT is included where applicable. 

6.3 Installation quotes are valid for 30 days. 

6.4 You must make payments within the required timeframes. The contract ends automatically if we do not receive full payment. 

6.5 You authorise us and our payment provider to take payment. 

6.6 If a quote is mispriced, we are not obliged to supply at that price and will offer a refund if you choose not to proceed. 

6.7 You must notify us promptly of any payment dispute. 

6.8 If any amount due is unpaid or charged back, we may suspend or end the agreement. 

6.9 Website or automated quotations are indicative only and are based on the information provided by you. Final pricing is subject to verification following review of your site survey and technical assessment 

6.10 Where you have made payment based on an automated or initial quotation, we reserve the right to revise the price where the information provided by you is inaccurate, incomplete or results in additional installation requirements. In such cases, we will notify you of the revised price and you may choose to proceed or cancel for a full refund. 

7. Delivery 

7.1 Delivery dates are estimates only. We are not liable for delays outside our control or caused by you. 

7.2 You are responsible for arranging re-delivery if missed. 

7.3 You are responsible for additional costs if delivery fails due to incorrect information or lack of action. 

8.    Installation

8.1 Once we receive payment (or deposit), we will notify your DNO where required. Where a deposit is paid, it is refundable if we are unable to proceed with the installation for reasons within our control. If the installation cannot proceed due to inaccurate information provided by you, lack of access, or cancellation by you after work has commenced, we may retain an amount reflecting the reasonable costs incurred 

8.2 The DNO may require works or upgrades, which are outside our control and may incur costs payable by you. 

8.3 Smart Home Charge provides a one-year installation warranty. All charge points come with a manufacturer warranty. 

8.4    We agree to provide our installation service with reasonable care and skill.

8.5 You must provide safe access and a suitable working environment. Installation may require drilling holes and routing cables through internal or external walls and fixing equipment to the property. While we take reasonable care, minor cosmetic damage may occur. Unless caused by our negligence, we are not responsible for redecorating or restoring surfaces following installation. You must inform us of any known hidden utilities, pipes, cables or structural features that may affect installation. We are not responsible for damage caused by hidden utilities or building features that were not reasonably identifiable before installation. You are responsible for ensuring suitable parking and access for our installers. Any parking permits, permissions or associated charges must be arranged by you in advance. 

8.6 A responsible adult must be present on the day of installation.

8.7 Installation scope and pricing 

8.7 Each installation is priced on a bespoke basis using the information you provide. 

8.8 Website pricing represents a minimum starting price only. 

8.9 Final quotes may include additional costs for cable runs, materials, or non-standard requirements. Our quotation is based on the information provided by you and on reasonable assumptions regarding the property, electrical installation and installation requirements. If those assumptions prove to be incorrect or incomplete or if additional work is required to safely complete the installation, we reserve the right to: 

(a) revise the quoted price; 

(b) suspend installation; or 

(c) cancel the order. 

8.10 If information provided is inaccurate or additional works are required, we may: 

• amend the price; or 

• pause or cancel the installation. 

8.11 Where additional works are required, we will agree revised costs before proceeding. If you do not proceed, we may charge for work already completed. 

8.12 Installation appointments and rescheduling 

We will agree an installation date with you. 

8.13 You must provide at least 5 working days’ notice to cancel or reschedule. 

8.14 Late changes may incur a fee of up to £150–£250. 

8.15 If installation cannot proceed due to: 

• no access 

• unsafe conditions 

• property not ready 

• incorrect information 

we may charge an abortive visit fee and/or reschedule at additional cost. 

8.16 We are not responsible for delays caused by third parties (including DNOs). 

8.17 Where the consumer unit, earthing arrangement, electrical capacity or other electrical infrastructure requires upgrade or modification, such works are not included within the quoted installation price unless expressly stated. 

8.18 Our installers may refuse to carry out or continue installation where working conditions are unsafe, where there is a risk to health and safety, or where abusive or threatening behaviour occurs. In such cases we may reschedule the installation or cancel the order and charge reasonable costs incurred. 

9.    Grant

9.1 We may apply for grants on your behalf but do not guarantee eligibility.  

9.2 You remain responsible for the full installation price regardless of grant eligibility. 

9.3 If a grant application is rejected, withdrawn or clawed back for any reason, you must pay the outstanding amount within 7 days of notification. If not paid, we may remove or deactivate the charger. 

10.    Ownership and use of the charger
10.1    Ownership transfers once fully paid.

10.2    You must use and maintain the charger in accordance with instructions and applicable laws.

10.3 Smart functionality may depend on internet connectivity, mobile signal or third-party platforms. We do not guarantee uninterrupted availability of such services and are not responsible for service outages or compatibility issues relating to third-party systems. 

11.    Consumer right to cancel (“cooling off”)
11.1    You have the right to cancel within 14 days.

11.2    Instructions for cancellation are at the end. 

11.3 Early commencement of services 

By placing your order, you request that we begin services within the 14-day period (including DNO notification, grant application, and scheduling). You acknowledge that if the services are fully performed during the 14-day cancellation period, you will lose your right to cancel the contract.  

11.4 If you cancel after services have started, you must pay for the services provided up to the date of cancellation. We may also deduct reasonable costs, including: 

• administration 

• survey work 

• DNO/grant processing 

• installation work 

• removal and loss of value (if installed) 

11.5 This does not affect your statutory rights. 

12.    Manufacturer guarantees
12.1    The goods that we sell may be subject to a manufacturer’s guarantee. If so, please read the term and conditions of those guarantees.

12.2    A manufacturer’s guarantee does not affect your legal rights as a Consumer. You can get advice about your legal rights from your local Trading Standards office or Citizens' Advice Bureau.

12.3 If goods are faulty or misdescribed, we will meet our legal obligations (repair, replacement, or refund). 

12.4 Where required by law, we will cover reasonable return costs. 

13.    Liability – restrictions on our legal responsibility (IMPORTANT)
13.1    Nothing in this agreement in any way limits or excludes our liability for negligence causing death or personal injury or for fraud or fraudulent misrepresentation or for anything which may not legally be excluded or limited. In this section, any reference to us includes our employees and agents.

13.2    The following clauses apply only if you are a Consumer:
a)    We are not responsible for any loss or damage caused by us or our employees or agents in circumstances where:
•    there is no breach of a legal duty owed to you by us or by any of our employees or agents;
•    such loss or damage was not reasonably foreseeable (meaning it was not an obvious consequence of our breach or not contemplated by you and us at the time we entered into this contract);
•    such loss or damage is caused by you, for example by not complying with this agreement; or
•    such loss or damage relates to a business (as we do not intend for goods bought by Consumers to be used for business).

b)    You will be responsible to us for any reasonably foreseeable loss or damage we suffer arising from your breach of this agreement (subject of course to our obligation to mitigate any losses).

13.3    The following clauses apply only if you are not a Consumer:
a)    Our total aggregate liability of any kind (including for our own negligence) is limited to the price paid for our goods and services.
b)    In no event (including for our own negligence) will we be liable for any:
•    economic losses (including, without limit, loss of revenues, profits, contracts, business or anticipated savings);
•    loss of goodwill or reputation; 
•    special, indirect or consequential losses; or
•    damage to or loss of data
(even if we have been advised of the possibility of such losses).
c)    You will indemnify us against all claims and liabilities directly or indirectly related to your breach of this agreement.
d)    To the extent allowed by law, you and we exclude all terms, whether imposed by statute or by law or otherwise, that are not expressly stated in this agreement.
e)    This agreement constitutes the entire agreement between us with respect to its subject matter and supercedes any previous communications or agreements between us. We both acknowledge that there have been no misrepresentations and that neither of us has relied on any pre-contractual statements. Liability for misrepresentation (excluding fraudulent misrepresentation) relating to the terms of this agreement is excluded.

13.4 Additional exclusions 

13.4 We are not responsible for: 

• public charging costs 

• loss of earnings or income 

• indirect or consequential losses 

13.5 Nothing excludes liability where unlawful. 

14.    Events outside our control

14.1 We are not liable for delays or failure to perform our obligations caused by events outside our reasonable control, including severe weather, supply chain disruption, labour shortages, power outages, acts of government, failure of third-party suppliers, Distribution Network Operator delays, vehicle breakdowns, road traffic accidents or other transport-related issues affecting our installers. 

15.    Your personal information - our privacy policy applies

15.1 Your data is processed in line with our privacy policy. 

16.    English law and courts

16.1 English law applies. 

17.    General but important stuff

17.1 If any provision of this agreement is found by any court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, lawful and enforceable. If such modification is not possible, the provision shall be deemed deleted. Any modification or deletion shall not affect the validity and enforceability of the remaining provisions of this agreement. 

17.2 We may transfer, assign, subcontract or otherwise deal with any or all of our rights and obligations under this agreement. If we do so, we will ensure that your rights under this agreement are not adversely affected. 

17.3 You may not transfer or assign your rights or obligations under this agreement without our prior written consent. 

17.4 Any failure or delay by either party to exercise any right or remedy under this agreement shall not constitute a waiver of that or any other right or remedy. No single or partial exercise of any right or remedy shall prevent or restrict the further exercise of that or any other right or remedy. 

17.5 A person who is not a party to this agreement shall not have any right to enforce any term of this agreement under the Contracts (Rights of Third Parties) Act 1999. 

17.6 This agreement constitutes the entire agreement between you and us in relation to its subject matter. 

17.7 You acknowledge that, in entering into this agreement, you have not relied on any statement, representation, assurance or warranty that is not expressly set out in this agreement, provided that nothing in this agreement excludes or limits liability for fraud, fraudulent misrepresentation, or any information that we are required by law to provide to you. 

18.    Complaints
18.1 If you have a complaint, please contact us using the details on our website or at the end of these terms. We will investigate complaints fairly and aim to resolve them promptly. 

19.    Our company information
19.1    Company name: (Response) EPR Limited
19.2    Trading name: “Smart Home Charge”
19.3    Country of incorporation: England and Wales.
19.4 Registered number: 07081588
19.5    Registered office and trading address: First Floor, 34 & 36 Thorpe Wood, Peterborough PE3 6SR, UK.
19.6    Contact email address: [email protected]
19.7    Other contact information: See our website.
19.8 VAT number: 986 6051 80
 
RIGHT TO CANCEL (“COOLING OFF”)

The following applies if you have the legal right to cancel this contract (as explained above):

Right to cancel
1.    You have the right to cancel this contract within 14 days without giving any reason.

1a. Made-to-Order and Custom Products
Some products on our website are made to order or customised to your specifications (for example, non-standard cable lengths or configurations). These items are exempt from the standard 14-day cooling-off period under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
This means they cannot be returned or cancelled once production has begun, unless the item is faulty or not as described.

2.    The cancellation period will expire after 14 days from the day on which you acquire physical possession of the goods.

3.    To exercise the right to cancel, you must inform Smart Home Charge by letter or email. You may use the model cancellation form below but it is not obligatory.
 
4.    To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation
5.    If you cancel this contract, we will reimburse to you all payments received from you including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

6.    We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you, or for services already completed.

7.    We will make the reimbursement without undue delay, and not later than:
a)    14 days after the day we receive back from you any goods supplied, or
b)    (if earlier) 14 days after the day you provide evidence that you have returned the goods.
(It is your responsibility to ensure that the charger is safely de-installed by a person qualified to do so.)

8.    We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

9.    You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of the contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. 

10.    You will bear the direct cost of returning the goods.

11.    You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. (This means that we are entitled to make a deduction if the charger is damaged as a result of de-installation.)

12.    If you requested us to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated to us your cancellation of this contract in comparison with the full coverage of the contract. (This means that we are entitled to deduct a reasonable installation fee if the charger has been installed.)

MODEL CANCELLATION FORM

Complete and return this form only if you wish to cancel the contract:

— To [NAME, GEOG ADDRESS], email address above:
— I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/ for the supply of the following service [*], 
— Ordered on [*]/received on [*],
— Name of consumer(s),
— Address of consumer(s),
— Signature of consumer(s) (only if this form is notified on paper),
— Date

[*] Delete as appropriate