Customer Terms and Conditions
 

Claystone Group Ltd
Company number: 17395862
Registered office: Bottom Cottage, Winchester, Hampshire, United Kingdom, SO211LY
Email: hello@claystonegroup,co.uk
Telephone: +44 7494 459581

Version date: 13 August 2026

Important

These terms apply to quotations and services supplied by Claystone Group Ltd. Your quotation will identify the exact goods, services, price, payment schedule and whether Claystone Group is acting as the installer, project manager or introducer. Please read these terms and the quotation carefully before accepting.

Nothing in these terms limits a consumer’s statutory rights.

1. Definitions

In these terms:

• Business Customer means a Customer acting mainly for purposes relating to its trade, business, craft or profession.

• Consumer means an individual acting mainly for purposes outside their trade, business, craft or profession.

• Contract means the accepted Quotation, these terms and any documents expressly incorporated into the Quotation.

• Customer, you and your mean the person or organisation named in the Quotation.

• Goods means equipment or materials stated in the Quotation, which may include solar panels, inverters, batteries, mounting systems and associated components.

• Quotation means our written quotation, proposal or order confirmation.

• Services means the survey, design, supply, installation, maintenance, project-management, consultancy or other work stated in the Quotation.

• we, us and our mean Claystone Group Ltd.

• Working Day means Monday to Friday, excluding public holidays in England.

2. About the Contract

2.1 A Quotation is an invitation for you to place an order unless it expressly says otherwise. A Contract is formed when you accept the Quotation in the stated manner and we confirm acceptance in writing, or when we begin the Services at your request.

2.2 The Contract contains the entire agreement about the relevant Goods and Services. If there is a conflict, the following order of priority applies:

1. any written variation signed or expressly agreed by both parties;

2. the Quotation;

3. these terms; and

4. other documents incorporated by reference.

2.3 A Quotation is valid for 14 days unless it states a different period. We may withdraw it before acceptance.

2.4 Marketing materials, illustrations and estimated performance figures are general information. They form part of the Contract only where expressly included in the Quotation.

3. Our role and subcontractors

3.1 The Quotation will state whether we are:

• supplying or installing the Goods ourselves;

• managing work performed by approved subcontractors; or

• introducing you to an independent supplier or installer who will contract directly with you.

3.2 Where an independent supplier or installer contracts directly with you, its own terms will govern its work and we are not responsible for performing that separate contract. We remain responsible for any Services expressly stated as ours in the Quotation.

3.3 Where we subcontract our contractual obligations, we remain responsible to you for those obligations, subject to these terms.

4. Surveys, designs and assumptions

4.1 Any initial Quotation may be subject to a site survey, structural or electrical assessment, network approval, planning requirements and confirmation of access and site conditions.

4.2 You must provide complete and accurate information relevant to the work, including known defects, hazardous materials, access restrictions, electrical issues, title or landlord restrictions and any other matter reasonably affecting the Services.

4.3 If a survey or later inspection reveals unforeseen conditions, inaccurate information or additional work, we will explain the issue and, where practicable, provide a revised Quotation or variation before carrying out chargeable additional work.

4.4 Unless included in the Quotation, our Services do not include structural engineering, asbestos removal, roof repair, planning advice, legal advice, tax advice, energy-market advice or remedial work to an existing installation.

5. Permissions and approvals

5.1 The Quotation will identify which party is responsible for applications or consents. These may include planning permission, listed-building consent, landlord or mortgagee consent, building-control requirements, Distribution Network Operator (DNO) approval and export-limitation arrangements.

5.2 You are responsible for permissions assigned to you in the Quotation and for confirming that you are authorised to instruct work at the property or site.

5.3 We do not guarantee that a third party will grant an approval or meet a particular timescale. If a necessary approval is refused or materially conditioned, the parties will discuss a reasonable change or cancellation. You must pay for properly completed work and non-cancellable Goods reasonably ordered before the decision, except where Consumer law requires otherwise.

6. Price and VAT

6.1 The price and applicable VAT treatment will be shown in the Quotation. Unless stated otherwise, prices are exclusive of VAT.

6.2 The price is based on the scope, assumptions and information stated in the Quotation. We may charge for agreed variations and additional work required because of hidden conditions, inaccurate information, Customer-caused delay or a change requested by you.

6.3 We will not impose a material additional charge on a Consumer without agreement, except where immediate work is reasonably necessary to protect health, safety or property and it is impracticable to obtain instructions.

7. Invoices and payment

7.1 You must pay each invoice by bank transfer or another method stated on the invoice, without deduction or set-off except where the law permits.

7.2 Unless the Quotation states otherwise, invoices are due within 14 calendar days of the invoice date.

7.3 If an amount is genuinely disputed, you must notify us promptly, explain the reason and pay any undisputed amount by its due date. The parties will try to resolve the dispute in good faith.

7.4 For Consumers, we may charge interest on overdue, undisputed sums at 4% per year above the Bank of England base rate, calculated daily, where fair and lawful. We will give reasonable notice before applying interest.

7.5 For Business Customers, we may claim statutory interest, fixed compensation and reasonable recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998, as amended, or any alternative contractual remedy stated in the Quotation.

7.6 If an undisputed payment remains overdue after notice, we may suspend future work until payment is made. We will not do so where suspension would be unsafe or otherwise unlawful.

8. Delivery and installation dates

8.1 Any date is an estimate unless the Quotation expressly makes it a binding deadline. Timing may depend on surveys, approvals, network operators, product availability, weather, access and other contractors.

8.2 We will keep you reasonably informed of material delay and arrange a new date where necessary.

8.3 Consumer rights relating to agreed delivery or performance dates remain unaffected.

9. Your responsibilities

You must:

• give us and our contractors safe, reasonable access at agreed times;

• ensure working areas are reasonably clear and disclose known risks;

• provide agreed utilities and facilities where reasonably required;

• keep children, pets, staff and visitors away from work areas;

• obtain permissions allocated to you under the Contract;

• avoid interfering with the work or equipment; and

• follow operating, maintenance and safety instructions supplied with the system.

We may pause work if conditions are unsafe or materially different from those disclosed. Reasonable resulting costs may be charged where the issue is within your control, following notice and supporting details.

10. Changes to the work

10.1 A change to the scope, specification, price or timing must be recorded in writing. Email is sufficient unless the Contract requires a signed document.

10.2 If you request a change, we will explain any reasonably foreseeable effect on price and timing before it is agreed.

10.3 We may substitute a component only where reasonably necessary and will use an equivalent or better specification, subject to your approval where the change is material. This does not reduce your statutory rights.

11. Performance and savings estimates

11.1 Solar generation, battery performance, energy savings, payback periods and export income are estimates unless expressly guaranteed in the Quotation.

11.2 Actual results depend on matters outside our control, including weather, shading, orientation, usage patterns, electricity tariffs, export rates, grid constraints, system availability, degradation and changes in law or policy.

11.3 We will use reasonable care when preparing any estimate, based on the information and assumptions stated. We do not guarantee a particular saving, income, property-value increase or payback period unless the Quotation contains an express written guarantee.

12. Completion and handover

12.1 We will notify you when the Services are materially complete. Minor items that do not prevent safe and reasonable use do not postpone completion, but we will address agreed snagging items within a reasonable period.

12.2 Where applicable, we will provide the handover documents identified in the Quotation, which may include operating instructions, warranties, test results, certificates and approval records.

12.3 You should inspect the work and notify us promptly of apparent damage, defects or missing items. A delay in notifying us does not remove a Consumer’s statutory rights.

13. Ownership and risk

13.1 Risk of loss or damage passes as required by law. For a Consumer, risk in Goods generally passes when the Goods come into your physical possession or that of a person you identify to receive them.

13.2 For Business Customers, ownership of Goods does not pass until we receive full payment for those Goods, but risk passes on delivery unless the Quotation states otherwise.

13.3 We will not remove installed Goods from a Consumer’s property without lawful authority. Any retention-of-title right is subject to applicable law and third-party property rights.

14. Quality, warranties and aftercare

14.1 We will perform the Services with reasonable care and skill. Goods will be as described, of satisfactory quality and fit for a purpose made known to us where the law requires.

14.2 Manufacturer warranties and any workmanship warranty will be identified in the Quotation or handover pack. Unless expressly stated, a manufacturer warranty is provided by the manufacturer and may be subject to registration and maintenance conditions.

14.3 Warranty cover does not extend to fair wear and tear, misuse, unauthorised alteration, failure to follow instructions, accidental damage, external network problems or damage caused by another person, except where the law provides otherwise.

14.4 If you report a possible defect, you must allow reasonable access for inspection and remedy. If the issue is our responsibility, we will provide the remedy required by the Contract or law. If it is not covered, we may charge a reasonable inspection or call-out fee notified in advance.

14.5 Nothing in a commercial warranty replaces or restricts a Consumer’s statutory remedies, including rights relating to faulty Goods or Services not performed with reasonable care and skill.

15. Consumer cancellation rights

15.1 This section applies where you are a Consumer and the Contract is made at a distance (for example online, by email or telephone) or away from our business premises (for example at your home), unless a legal exception applies.

15.2 You normally have 14 days from the day after the service Contract is made to cancel without giving a reason. Where the Contract is principally for Goods, the cancellation period may instead run for 14 days from the day after you, or a person nominated by you, receives the Goods. Different rules may apply to mixed contracts and split deliveries.

15.3 To cancel, send a clear statement to the email or postal address at the beginning of these terms. You may use the model form in Schedule 1, but you do not have to.

15.4 We will not begin Services during the cancellation period unless you expressly request this. If you request an early start and then cancel, you must pay a proportionate amount for Services properly supplied before cancellation.

15.5 If the Services are fully performed during the cancellation period, you will lose the right to cancel the completed Services only if, before work starts, you expressly requested early performance and acknowledged that the cancellation right would be lost on full performance.

15.6 Cancellation rights may not apply to Goods made to your specifications or clearly personalised, subject to applicable law. Standard equipment is not treated as personalised merely because it was selected for your project.

15.7 If cancellation requires installed or bulky Goods to be returned, the applicable collection or return arrangements and cost estimate should be stated in the Quotation or order information. We will comply with all legal refund and collection obligations.

15.8 These cancellation rights are separate from your rights where Goods are faulty or Services are not properly performed.

Request to start during the cancellation period

Use the following wording as a separate, unticked acceptance option where applicable:

​

I expressly request that Claystone Group Ltd begins the Services before the end of my 14-day cancellation period. I understand that, if I cancel after work has begun, I must pay a proportionate amount for Services supplied up to cancellation. If the Services are fully performed during that period, I acknowledge that I will lose my right to cancel those completed Services.

16. Cancellation outside statutory cooling-off rights

16.1 You may ask to cancel after any statutory cancellation period. We will take reasonable steps to reduce avoidable costs but may charge for:

• Services already performed;

• Goods already delivered;

• bespoke, personalised or non-returnable Goods reasonably ordered for the project;

• supplier cancellation or restocking charges actually and reasonably incurred; and

• other reasonable losses directly resulting from the cancellation.

16.2 Charges to a Consumer will be fair, proportionate and limited to actual loss. We will provide an explanation on request.

16.3 We may terminate the Contract by written notice if you commit a serious breach and, where the breach can be remedied, fail to remedy it within a reasonable period specified in our
notice. We may also terminate immediately where continuing would be unlawful or unsafe.

17. Liability

17.1 Nothing in the Contract excludes or limits liability where it would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation,
or breach of statutory Consumer rights.

17.2 If you are a Consumer, we are responsible for foreseeable loss or damage caused by our breach or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, avoidable loss you failed to mitigate, or business loss arising from your use of the Goods or Services for commercial purposes.

17.3 If you are a Business Customer, subject to clause 17.1:

• neither party is liable for indirect or consequential loss, or for loss of profit, revenue, business, contracts, opportunity, anticipated savings, goodwill or data;

• our total aggregate liability arising from the Contract will not exceed 100% of the total price paid or payable under the Contract; and

• these limits apply to contract, tort (including negligence), misrepresentation and other legal claims.

17.4 Clause 17.3 does not limit your obligation to pay valid invoices or any liability that cannot lawfully be limited. The parties acknowledge that the commercial limits reflect the price and insurance arrangements.

18. Events outside reasonable control

Neither party is liable for delay or failure caused by an event beyond its reasonable control, provided it takes reasonable steps to reduce the effect and resumes performance when practicable. This does not excuse payment already due. If the event causes a substantial delay, either party may end the affected Services on written notice, and you will pay for work properly completed and non-cancellable commitments, subject to Consumer law.

19. Complaints

19.1 Please send complaints to hello@claystonegroup.co.uk or the postal address above. We will acknowledge the complaint and aim to provide a substantive response within 10 Working Days.

19.2 If we belong to a certification scheme, consumer code or alternative dispute-resolution service relevant to your Contract, details will be stated in the Quotation or complaints procedure.

19.3 Nothing in this clause prevents either party from exercising legal rights.

20. Personal information

We handle personal information in accordance with our Privacy Policy, available at the footer.

21. General terms

21.1 Assignment. You may not transfer the Contract without our written consent, which will not be unreasonably withheld. We may transfer it as part of a genuine business sale or restructuring, provided this does not reduce a Consumer’s rights.

21.2 Third-party rights. Unless expressly stated, a person who is not a party to the Contract has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999.

21.3 Waiver. A delay in enforcing a right does not waive it.

21.4 Severability. If a court finds part of the Contract unlawful or unenforceable, the remainder continues in effect and the affected part will apply to the minimum extent necessary to make it lawful.

21.5 Notices. Contract notices must be sent using the contact details in the Quotation or these terms. Email is permitted unless the Contract or law requires another method.

22. Governing law and courts

22.1 The Contract is governed by the law of England and Wales.

22.2 If you are a Consumer resident elsewhere in the UK, you retain any mandatory protections of your home jurisdiction and may bring proceedings in the courts available to you under applicable law.

22.3 If you are a Business Customer, the courts of England and Wales have exclusive jurisdiction.

Schedule 1 – Model cancellation form

Complete and return this form only if you wish to cancel a qualifying Consumer contract.

To: Claystone Group Ltd,  Bottom cottage, Owslebury, Winchester, Hampshire SO211LY
Email: hello@claystonegroup.co.uk

I/We hereby give notice that I/We cancel my/our contract for the sale of the following Goods / supply of the following Services:

Description: ______________________________________________

Ordered on / contract made on: ______________________________

Received on (if applicable): _________________________________

Name of Consumer(s): ______________________________________

Address of Consumer(s): ____________________________________

Signature of Consumer(s) (only if sent on paper):

Date: ______________________________________________________