Terms & Conditions

Upcoming Solar and Battery Installation Terms and Conditions

Effective from 16 November 2026

These terms apply to new contracts entered into on or after 16 November 2026.

Your individual quotation and contract set out the equipment, installation scope, price, payment arrangements and terms applicable to your order.

For contracts entered into before this date, please refer to the terms supplied with your order.

1. Your agreement with Spark

1.1 We are Spark Energy UK Ltd, trading as Spark, registered in England and Wales under company number 14381786, with its registered office at St. Pegs Mill, Thornhill Beck Lane, Brighouse, England, HD6 4AH. “You” means the customer named in the Order. The Order identifies your property, equipment, work, price, payment arrangements and any specific exclusions.

1.2 Your contract consists of the Order, these terms, the performance information and any other documents expressly included in the Order. It is formed when Spark has signed the Order and you have completed all required customer signatures, ending with your acknowledgements. We will provide a copy you can keep. Please tell us about any mistake or important promise missing from it. This does not remove your rights concerning statements we made that you relied upon.

1.3 Nothing in this contract, an acknowledgement or a guarantee limits your statutory consumer rights. A later change is effective only when properly agreed; we cannot replace your agreed terms simply by issuing a new version.

2. Equipment, design and estimates

2.1 We will supply and install the equipment and agreed features described in the Order. Illustrations may not reproduce colour exactly, but the stated models, quantities, capacities and agreed functionality are part of your agreement, subject to the minor panel-upgrade option in clause 2.1A where included in the Order. We will not substitute materially different equipment without your written agreement.

2.1A — Minor panel upgrades. Where the Order includes this option, Spark may supply a higher-wattage version of the quoted solar panel from the same manufacturer and product range, at no additional charge, to reflect product updates available before installation.

The replacement must have no lower quality or manufacturer warranty protection, no materially different appearance or dimensions, and no adverse effect on the agreed layout, system performance, compatibility or compliance. The agreed number of panels will not be reduced.

We will confirm the actual model in writing before installation and provide its product information.

An upgrade meeting these conditions forms part of your agreed specification and does not, by itself, constitute a significant change under clause 3.2. Your statutory rights remain unaffected.

2.2 Your performance estimate identifies the design, data and assumptions used. Generation, self-consumption, bills, savings and returns are forecasts, not guaranteed amounts. Weather, shading, usage, tariffs, export arrangements and the condition and operation of the system can change results. This qualification does not excuse inaccurate information, an unsuitable agreed design or failure to supply what we promised.

2.3 Please tell us if the property, electricity usage, tariff or other information used in the quotation is wrong or changes. We will explain material effects on the proposal and provide revised documents where needed. Whole-home backup is included only where the Order expressly includes its installation and associated equipment; its agreed limits are described in the separate backup disclosure.

3. Survey and changes

3.1 We use property information, photographs, installation planning and surveys to assess roof suitability, access, equipment locations and installation requirements. Signing this contract alone is not a request for chargeable services to start during your cancellation period.

3.2 If the survey or installation reveals a material issue, we will explain the proposed solution, price and timing before proceeding with the affected work. Variations, including changes requested by you, must be recorded and agreed in writing and signed by you. We will issue revised design or performance information when the change affects it.

If our detailed design requires a significant change to the agreed installation, you may accept the revised proposal or cancel without further cost, obligation or liability. If you cancel for that reason, we will refund all deposits and other payments you have made to Spark for the Order.

3.3 We will explore suitable options with you, but will not proceed where we cannot install safely and compliantly.

4. Permissions and responsibilities

4.1 You are responsible for checking and obtaining any required planning permission, listed-building consent, owner, landlord or freeholder approval, and other property permissions before installation. Tell us promptly about relevant restrictions or outstanding approvals and provide confirmation of permissions where requested. Spark can offer assistance but does not undertake these applications or resolve ownership issues for you.

4.2 Spark handles the DNO application or notification and any required roof structural survey. We remain responsible for the compliance and safety of our design and installation, applicable electrical/Building Regulations certification and MCS registration. We will explain any network approval, export limit or required change before proceeding with work affected by it.

4.3 Check whether your home insurer requires notification of the proposed works or completed installation. Tell us about any relevant conditions that affect the work. Our use of subcontractors does not remove our responsibility for the work they perform for us.

5. Dates, access and safety

5.1 We will agree installation arrangements and provide an installation plan explaining access, preparations, safety measures and expected timing. We will tell you promptly about delays, explain the reason and agree revised arrangements. Your statutory rights concerning delay, including rights arising from an essential agreed date, remain available; you do not have to wait an automatic 60 days.

5.2 Please provide safe access to the agreed work areas, normally between 08:00 and 18:00 unless agreed otherwise, and reasonable access to electricity, water and a toilet. We will identify any areas that must be cleared and any aerial, satellite or other obstruction needing attention. Tell us about access needs, children, pets or vulnerable people so suitable arrangements can be made.

5.3 We will take reasonable precautions to protect your property, control dust and debris, and secure work areas and equipment. Please keep household members and visitors outside restricted areas and do not alter or use scaffolding. We remain responsible for our safety duties. We may stop work if conditions are unsafe and will explain what must happen before it resumes.

5.4 We will remove waste generated by our installation within seven days of completion. Removal of unrelated waste, asbestos or other pre-existing hazards is not included unless expressly agreed. If a hidden defect or hazard is discovered, we will make the area safe, explain the issue and agree the next steps and any additional cost before further affected work.

6. Completion and payment

6.1 The Order states the total price, VAT treatment, included work and any expressly excluded cost. There are no extra charges unless disclosed and agreed. We accept bank transfer, debit card or credit card.

6.2 — Cash purchase. Pay the deposit stated in your Order when the Order is confirmed. The remaining balance is due on the day your agreed installation is completed and successfully commissioned. There is no additional intermediate cash payment. Commissioning means the agreed installation has been completed, tested and made ready for its agreed operation. We will record completion, explain safe operation and provide the required handover documents and certificates as they become available.

6.3 — Finance purchase. Your deposit, lender contribution and repayments are those in your Order and separate finance agreement. We will not apply the cash payment schedule to your financed purchase. If the Order depends on linked finance being approved and it is declined, you may cancel without penalty unless you choose another payment arrangement. Cancelling finance alone does not necessarily cancel a purchase: contact us and the finance provider so the position can be confirmed.

6.4 If you believe an amount is incorrect or work is incomplete or faulty, tell us promptly. We will investigate and explain our response. This contract does not remove any lawful right to withhold a disputed amount or seek a remedy. Please pay sums that are properly due and not disputed; contact us if you are having payment difficulties.

Overdue payment. If an amount properly due remains unpaid, we will send a written reminder and give you a reasonable opportunity to pay or raise a concern before taking further recovery action. We will consider genuine disputes and reasonable repayment proposals. We do not add contractual late-payment interest or fixed recovery fees. If court proceedings are necessary, we may seek the unpaid debt and any interest, court fees and other costs the court permits.

6.5 Ownership passes when the price is paid in full or an effective finance arrangement provides for the lender to pay us, subject to the lender’s ownership terms. We retain responsibility for loss of or damage to the equipment until installation is completed. This does not affect responsibility for damage caused by either party.

7. Wi-Fi, internet connectivity and remote monitoring

Your internet connection

You are responsible for providing and maintaining a suitable internet connection, including adequate Wi-Fi coverage where the equipment is installed. Spark will connect the system during commissioning using that connection.

Maintaining your broadband service, router and home-network settings remains your responsibility. If you change provider, router, network name, password or other settings, you are responsible for restoring the system’s connection.

Spark does not provide broadband or home-network maintenance and does not include visits to resolve problems caused by these services or changes. Reconnection guides and EcoFlow UK Support are available to assist.

This does not exclude Spark’s responsibility for faults in equipment supplied by Spark or for work performed incorrectly.

Optional mobile connection

Spark normally uses your home Wi-Fi. If we agree to supply a 4G dongle, we will confirm any included mobile-data period and its start date in writing. Unless your quotation states otherwise, you are responsible for renewing or replacing that data service after the included period, or providing another suitable internet connection. Mobile connectivity depends on network coverage. Spark remains responsible for faulty equipment it supplies or incorrect installation.

Connected features and manufacturer warranty

Internet access is required for online monitoring, remote access and internet-dependent features, including relevant software and safety updates. These functions may be unavailable while the system is disconnected. An offline status alone does not establish that the solar or battery installation has stopped operating.

Maintaining internet connectivity is also a condition of EcoFlow’s manufacturer warranty. Its V1.7 home-energy policy, effective 7 September 2026, requires connectivity for critical firmware and safety updates. For the inverter and battery system, it states that disconnection for over one year adjusts warranty coverage to five years from the original activation date.

The warranty conditions applicable to your order are those supplied at purchase. These manufacturer-warranty conditions do not remove your statutory rights against Spark. EcoFlow warranty policy

SparkCare+ remote monitoring

SparkCare+ remote monitoring requires your system to remain connected to the internet and shared with Spark through EcoFlow’s installer platform.

While that access is unavailable, Spark cannot view live system information or carry out remote monitoring and reviews that depend on it. Spark does not undertake to identify every loss of connection or routinely contact you to request reconnection or renewed sharing.

Remote access may resume automatically when an interrupted internet connection is restored. If you remove Spark’s access, sharing must be restored before the affected services can resume. Contact Spark if you need assistance restoring that sharing.

The tablet’s connection is separate from the installed system’s connection: a disconnected tablet does not necessarily interrupt Spark’s access to the inverter and battery system.

Loss of remote access does not, by itself, end other SparkCare+ benefits that do not depend on that access.

8. Cancelling or ending the contract

8.1 You may change your mind without giving a reason from the date the contract is formed until 14 days after installation is completed, or any later deadline required by law. “Your right to cancel” explains how to cancel and obtain a refund. “Possible charges if you cancel” explains the potential costs at each installation stage. You do not have to use the optional cancellation form.

8.2 We will not begin services during the applicable cancellation period without your separate signed “Request to start work”. The installation date will be agreed with you later if it is not known when you sign. Beginning work does not, by itself, remove your remaining cancellation rights. Merely ordering standard equipment does not automatically make your deposit non-refundable.

8.3 You may also end the contract where the law permits because we have failed to meet our obligations. If Spark cannot provide a safe, compliant installation and the Order is cancelled, we will refund all sums you have paid to Spark within 14 days, without cancellation or preparatory-work charges. Nothing here replaces any additional remedy or compensation to which you are entitled.

9. Faults and your legal rights

9.1 We must supply goods that match their description, are of satisfactory quality and are fit for any agreed purpose, and perform services with reasonable care and skill. If something is wrong, contact us. We will investigate and arrange a suitable remedy, including repair, replacement, repeat performance, price reduction or refund where applicable under consumer law.

9.2 Please give us reasonable information and access to investigate and put things right. We will agree practical arrangements and take account of your circumstances. Manufacturer assistance does not replace our responsibility as your supplier. Your legal rights are not limited to a manufacturer’s warranty period.

9.3 We are not responsible for damage caused by misuse, an unrelated accident, or another person’s alteration, but only to the extent that it caused the problem. These exclusions do not excuse our own faulty work or restrict your statutory rights. Clause 10 explains additional contractual cover.

10. Warranties and financial protection

Your product warranties

The product schedule shows the equipment selected for your installation, its manufacturer warranty and the relevant warranty document. Product and performance warranties can cover different things and have conditions such as registration, operating limits, maintenance or battery throughput. The actual manufacturer documents supplied with your Order explain these conditions. Spark will help you obtain them and assist with a claim. Manufacturer cover is additional to your legal rights against Spark as the supplier.

Our 30-year design and workmanship guarantee

Spark guarantees its system design and installation workmanship for 30 years from completion. If a fault is caused by our design or installation work, we will investigate and put it right without charge.

This covers defects in our system design or how we installed, connected, secured or commissioned it. It does not cover normal wear, ageing or unrelated equipment faults, or guarantee forecast generation or savings. Expiry of a manufacturer’s warranty does not end our responsibility for a design or workmanship defect.

Insurance backing for the first 10 years

For the first 10 years, the installation-workmanship cover also benefits from an insurance-backed guarantee arranged through HIES. This provides additional protection if Spark ceases trading and cannot honour covered obligations, subject to the terms, limits and exclusions of your insurance certificate and policy.

Spark remains responsible for its design and workmanship guarantee throughout all 30 years. During years 11–30, the same Spark cover continues directly with us, without the HIES-arranged insurance backing.

These protections are additional to your statutory rights.

The remaining Spark design and workmanship guarantee transfers without charge when the property is sold. Please notify Spark so the ownership record can be updated. An ownership-record update does not restart the guarantee period.

HIES registration and deposit protection

We will register your contract with HIES within seven days of signing and update the completion record within seven days of completion. The scheme’s deposit protection is subject to the policy terms and covers no more than the lower of 25% of the contract value or £5,000. The HIES leaflet and your certificates explain eligibility, duration, exclusions and how to claim.

Keep your HIES certificates and policy with your contract. Contact help@sparkhome.co.uk or 0330 818 7273 about a fault or warranty document. If a dispute remains unresolved, the contract explains HIES and other available routes. These guarantees do not restrict your legal rights or access to a court.

SparkCare+ referrals and discounts

For each new customer you refer before they order, we pay £500 after their Spark installation is completed. Ask them to name you when enquiring.

Your SparkCare+ discount is 15% off Spark’s quoted price for future products and services. Request it before ordering; we will confirm the reduced price in writing.

11. Price Match Guarantee

If you submit a qualifying lower quotation for the same installation before your installation begins, we will match the comparable total price.

The comparison must cover the same property and scope of work, including installation, access and scaffolding, electrical work, required certification and applicable VAT. The equipment must be the same make, model and quantity, including panels, inverter, batteries and mounting system. Equipment and workmanship warranty cover must also match. We will explain any material difference rather than treating an unrelated omission as an automatic rejection.

The competitor must be a genuine insured installer able to carry out the installation at your property, with the qualifications and certification required for that work. Its quotation must be written, dated within the 30 days before your claim, available to you and sufficiently detailed to verify the comparison.

We compare the price actually payable for the same work. We do not match quotation errors, clearance or liquidation sales, or an offer that is unavailable to you. Finance, cashback, bundled products or customer-specific subsidies must be identified so we can establish whether there is a genuinely comparable price; a headline price that omits part of your installation is not a like-for-like quotation.

Send the complete quotation, your Spark order reference and any supporting detail to help@sparkhome.co.uk, or reply to your Spark quotation. We may ask for reasonable clarification and, with your permission, verify the quotation with the competitor. We will give you a written decision explaining the comparison. If you disagree, you can use our complaints procedure.

We will honour this guarantee on the terms supplied with your Order. Later changes to a promotion will not retrospectively remove a valid entitlement already agreed with you. This guarantee is additional to your statutory rights.

12. Complaints and independent help

Contact complaints@sparkhome.co.uk or 0330 818 7273. We will acknowledge your complaint in writing within two working days, investigate fairly and provide our complaints procedure, including response times and escalation routes.

If unresolved, you can contact HIES on 0344 324 5242, info@hies.org.uk, hies.org.uk, or MCS on 0333 103 8130, mcscomplaints@mcscertified.com. Each scheme can explain its complaints process and eligibility for independent alternative dispute resolution (ADR). We will cooperate with the applicable scheme process and participate in ADR where required by that scheme. Your right to go to court is unaffected. Finance complaints also have the routes explained in the finance documentation.

13. Responsibility for loss and exceptional events

We are responsible for foreseeable loss or damage caused by our breach of contract or negligence. We do not exclude liability for death or personal injury caused by negligence, fraud, or anything the law does not allow us to exclude. Both parties should take reasonable steps to avoid unnecessary loss. If an event genuinely outside our reasonable control delays work, we will explain it, take reasonable steps to reduce its effect and discuss a revised date. If we cannot complete within a reasonable time, you may end the uncompleted part and receive a refund for it. The full-refund provision in clause 8.3 still applies where Spark cannot provide a safe, compliant installation. Your other legal remedies remain available.

14. Transfers and governing law

We will not transfer our obligations in a way that reduces your rights. We will notify you of any proposed transfer and obtain consent where required. The design and workmanship guarantee passes without charge to a new property owner as explained in clause 10. The law and courts of the UK nation in which you live remain available to protect your consumer rights; nothing requires you to bring proceedings only in England and Wales.

15. Personal information

We use your information to manage the order, payments, installation, registrations, guarantees and aftercare, and to meet legal obligations. Relevant information may be shared with the organisations needed for those purposes, including HIES, certification bodies and, where applicable, the finance provider. Our privacy notice explains this and your rights. Marketing preferences are separate and can be changed at any time. Signing the contract is not consent to unrelated marketing.

16. Contact

Spark Energy UK Ltd, St. Pegs Mill, Thornhill Beck Lane, Brighouse, England, HD6 4AH. Telephone: 0330 818 7273. General enquiries: help@sparkhome.co.uk. Cancellations: cancellations@sparkhome.co.uk. Complaints: complaints@sparkhome.co.uk.

Your right to cancel

Your cancellation period

You may cancel this contract without giving a reason from the date it is formed until 14 days after your installation is completed. If the law gives you a later cancellation deadline, that later deadline applies. This preserves your statutory rights, including any extension where required cancellation information has not been supplied.

You can cancel before installation as well as after it. The completion date is day zero; the following day is day one. For example, if installation is completed on 1 June, this completion-based period ends at the end of 15 June. We will confirm the completion date and cancellation deadline in your handover record. Signing the contract or the request to start work does not start a shorter 14-day deadline.

How to cancel

Tell Spark Energy UK Ltd clearly that you wish to cancel:

• Email: cancellations@sparkhome.co.uk
• Telephone: 0330 818 7273
• Post: Spark Energy UK Ltd, St. Pegs Mill, Thornhill Beck Lane, Brighouse, England, HD6 4AH.

You may use the separate optional form supplied with this contract, but do not have to. Please include your name, property address and order reference if available so we can identify your order. These details help us identify it; they are not a condition of a valid cancellation. To meet the deadline, send your cancellation before the period expires. Keep a copy or record. We will confirm receipt.

What happens next

We will stop further work, except work needed to make the site safe, and arrange any necessary safe removal and collection. Do not disconnect or remove installed electrical equipment yourself. We will agree access and leave the property safe, secure and watertight.

We will refund payments, including standard delivery charges, without undue delay and within 14 days after being told of your cancellation, less only amounts lawfully payable as explained below. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee. An additional amount you chose to pay for a more expensive delivery service need not be refunded.

If you expressly requested work to begin after receiving the required information, you may have to pay a proportionate amount for services actually supplied up to cancellation, calculated against the agreed contract price. Where the necessary information or request was missing, you will not be charged for those services during the statutory cancellation period.

We may also recover a reduction in the value of goods where the law permits, including loss caused by use or handling beyond what is necessary to establish their nature, characteristics and functioning. Any deduction must reflect the actual loss of value. Charges can be substantial after installation and commissioning. The section “Possible charges if you cancel” below explains the possible charges, including removal, access and collection where recoverable. There is no automatic cancellation penalty or forfeiture of your deposit.

We will provide a written breakdown explaining the calculation, any refund and any remaining balance. You may ask about likely charges beforehand, but you do not need to obtain or agree a calculation before cancelling. Asking about costs does not itself cancel your order or extend the deadline. We may waive charges in individual cases.

We will notify the relevant provider of cancellation where a linked agreement must also end. Contact your finance provider as well if applicable. These change-of-mind provisions do not limit your remedies for faulty goods, faulty installation or our breach of contract.

Possible charges if you cancel

The examples below follow the work actually completed, not a fixed number of days before installation. Only charges permitted by the contract and applicable law are payable; this is not a fixed tariff.

We will explain each amount in writing, using the services supplied, supporting costs and any recoverable loss of equipment value. We will account for costs avoided and value recovered, and will not charge twice for the same work or loss. No sales commission, marketing or lead-generation costs will be added. Your right to cancel does not depend on agreeing the calculation.

Optional model cancellation form

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

To: Spark Energy UK Ltd, St. Pegs Mill, Thornhill Beck Lane, Brighouse, England, HD6 4AH; cancellations@sparkhome.co.uk

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.

Order reference, if available (optional): ……………………………………….

Request to Start Work

The following request is provided separately for signature in your individual contract. Viewing this page does not make that request.

Spark will not begin work during your cancellation period without your separate signed request. This covers the agreed DNO/preparatory work and installation services in your Order. We will agree the installation date with you once it can be arranged; you do not need to know it when signing this request.

I expressly request Spark to begin those agreed services before my cancellation period has ended. I have read “Your right to cancel” and “Possible charges if you cancel”, provided in the sections above. I understand that, if I cancel, I may be responsible for the charges explained there and that these may be substantial after installation and commissioning. Spark will provide a written breakdown.

This request does not remove my right to cancel.