INSTALLATION TERMS AND CONDITIONS
Crystal Electronics Ltd – Home Charge Point Installation Services
Effective Date: December 2025
These terms and conditions outline the scope of installation services provided by Crystal Electronics for our Home Charge units. This document also addresses additional works, contingencies, and limitations that may arise during the installation process.
1. DEFINITIONS AND INTERPRETATION
“The Company” means Crystal Electronics Ltd.
“Customer” means the person or entity engaging the Company’s services.
“EVCP” means Electric Vehicle Charging Point.
“Standard Installation” means the installation services described in Section 2.
“Working Days” means Monday to Friday, excluding UK public holidays.
2. STANDARD INSTALLATION INCLUSIONS
Crystal Electronics’ standard installation package for Home Charge units encompasses the following:
- Installation of the Electric Vehicle Charging Point (EVCP) onto a brick, plaster wall, or another suitable permanent structure.
- Deployment of up to 10 meters of cable, meticulously secured to the wall, running between the electricity supply meter/distribution board and the EVCP.
- Routing of the cable through a drilled hole in walls up to 500mm in thickness, when necessary.
- Professional fitting and testing of electrical connections and safeguards required for the EVCP.
- Installation of a Miniature Circuit Breaker (MCB), Residual Current Device (RCD), or Residual Current Breaker with Overcurrent Protection (RCBO).
- Compliance certification in accordance with current building regulations and electrical safety standards.
3. CONDITIONS AND LIMITATIONS
Certain conditions and limitations must be observed:
- The EVCP must be sited within your designated off-street parking area, positioned at a height that prevents vehicular impact and complies with safety requirements (typically between 750mm and 1200mm above ground level).
- The EVCP must be installed at least 2 metres from any public road or highway.
- Trenching of cables underground or their suspension above ground is not included in the standard package. If such modifications are required, please consult with us to receive a prior quotation. If unanticipated cable trenching is needed during installation (e.g., crossing a garden or pathway), the job may be paused, and additional work will be quoted accordingly.
- While using the charger, the EV charging lead must remain entirely within your property boundaries and must not pose a trip hazard to pedestrians or the public.
- Cable installation beneath floorboards or through ducts, ceiling voids, or wall voids necessitates the presence of a draw cord for cable routing. We do not assume responsibility for restoring flooring or other building materials post-cable installation.
- Information provided during survey must be accurate and complete. It is the Customer’s responsibility to ensure all information provided is correct. The Company reserves the right to suspend or terminate installation if information is found to be materially inaccurate.
- You will be quoted and charged for any additional work that falls outside the remit of a standard installation, as listed in Section 2.
- Our technicians cannot work in crawl spaces, on roofs, or in lofts if they are deemed unsafe according to Health and Safety Executive (HSE) guidelines.
- The Customer must ensure a stable Wi-Fi or mobile data connection is available at the installation location, as required by The Electric Vehicles (Smart Charge Points) Regulations 2021 for smart functionality.
4. REGULATORY COMPLIANCE
4.1 Wiring Standards
All installations will be carried out in accordance with:
- BS 7671:2018+A2:2022+A3:2024 (IET Wiring Regulations, 18th Edition)
- The Electric Vehicles (Smart Charge Points) Regulations 2021
- Building Regulations Approved Document S
- IET Code of Practice for Electric Vehicle Charging Equipment Installation
- All relevant NICEIC guidelines for Electric Vehicle installations
4.2 Non-Compliant Wiring
If your existing wiring does not conform to current BS 7671 regulations and NICEIC guidelines for Electric Vehicle installations, we will temporarily halt the installation process. In such cases, we will provide a quotation for the necessary upgrades to meet regulatory standards. Installation cannot proceed until such upgrades are completed.
4.3 Smart Charging Compliance
All chargers installed will meet smart charging requirements including randomised delay functions, load curtailment capabilities, and demand-side response features as mandated by current regulations.
5. ELECTRICAL SUPPLY CAPACITY
Successful completion of the installation depends on the electrical capacity, including the main fuse (typically 60-100A for domestic properties), supporting the additional electrical demands. If the capacity is insufficient, we may consider de-rating the EVCP or temporarily pausing the installation until your electricity supplier upgrades the main fuse. Any costs associated with electricity supplier upgrades are the responsibility of the Customer.
6. INSTALLATION TIMING
We allocate a four-hour window for standard installations. If unforeseen issues, supply-related problems, or additional work arise, we will reschedule the installation once the necessary adjustments or quotations are accepted. Installation appointments must be confirmed at least 48 hours in advance.
7. ADDITIONAL WORKS
When required, your installation project manager will detail the necessary additional works and furnish a no-obligation quotation for these services, valid for 90 days upon issuance. If an installation cannot be completed on the scheduled day, we will quote for any extra work, and a new installation date will be scheduled upon payment, typically within 7 working days.
8. CUSTOMER PRESENCE AND RESPONSIBILITIES
8.1 Presence Requirements
A responsible adult, aged 18 or older, must be present on-site throughout the installation process. Failure to provide suitable access or presence may result in appointment cancellation and applicable cancellation fees.
8.2 Property Ownership and Permissions
If you are not the property owner and freeholder, written permission and proof of address from the appropriate owner or management company must be obtained and provided to the Company before EVCP installation. Similarly, for installations that may impact neighbouring properties, written permission and proof of address from the appropriate owners are mandatory prerequisites.
8.3 Customer Information Accuracy
The Customer warrants that all information provided during the survey and booking process is accurate, complete, and not misleading. This includes but is not limited to: property ownership status, electrical system specifications, parking arrangements, and any restrictions or limitations affecting the installation site.
9. WARRANTY TERMS
9.1 Standard Warranty
Crystal Electronics’ Home Charge Points are protected by a comprehensive 36-month (3-year) warranty covering both parts and installation, in compliance with government minimum technical specifications for residential chargepoints. This warranty covers manufacturing defects and installation workmanship under normal use conditions.
9.2 Warranty Claims
Any hardware malfunctions should be reported promptly to EV@crystalelectronics.co.uk, indicating the serial number, installation date, and a concise fault description. Our technical team will assess the issue, contact you for further details, and arrange a service visit if necessary within 48 hours of confirmation.
9.3 Warranty Exclusions
The warranty is void if:
- The EVCP has been tampered with by anyone other than a Crystal Electronics appointed electrician
- The unit has been damaged through misuse, negligence, or accident
- Modifications have been made to the electrical supply without our authorisation
- The Customer has failed to follow operating instructions provided
9.4 Extended Warranty
An optional 24-month extended warranty (extending total coverage to 5 years) can be requested upon acceptance of the quotation, subject to the same terms and conditions. Extended warranty pricing will be provided separately.
10. CANCELLATIONS AND REFUNDS
10.1 Customer Cancellation
Payment or deposit secures your appointment slot. In case of cancellation:
- More than 7 working days before scheduled installation: Full refund minus 10% administration fee
- Between 3-7 working days before scheduled installation: 25% cancellation and restocking fee applied
- Less than 3 working days before scheduled installation: 50% cancellation fee applied
- Cancellation on day of installation or no-show: 100% of payment forfeited
10.2 Processing Time
Refunds will be processed within 28 working days through the original card or bank account used for payment.
10.3 Company Cancellation
If the Company must cancel or postpone an installation due to factors within our control, you will be offered:
- Rescheduling at the earliest mutually convenient date, or
- Full refund of all payments made
11. LIMITATION OF LIABILITY
11.1 Service Configuration
Crystal Electronics will configure your charger according to the specifications of the Electric Vehicle for which it is intended. However, we cannot guarantee compatibility with every vehicle make and model. Customers are advised to verify compatibility with their specific vehicle before proceeding.
11.2 Exclusion of Liability
Subject to Section 11.3, Crystal Electronics accepts no liability for:
- Indirect or consequential losses, costs, or damages arising from the use or misuse of our hardware or software
- Loss of business, profit, revenue, or anticipated savings
- Damage to property not directly caused by our negligence
- Costs arising from incompatibility with specific vehicle models
- Losses resulting from power outages, grid failures, or electricity supply issues
11.3 Liability Cap and Exceptions
Nothing in these terms shall limit or exclude our liability for:
- Death or personal injury caused by our negligence
- Fraud or fraudulent misrepresentation
- Breach of the terms implied by Section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession)
- Breach of the terms implied by Sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, quality and fitness for purpose)
- Any other liability which cannot be limited or excluded by applicable law
Where we are liable, our total liability shall not exceed the amount paid by the Customer for the installation service, except in cases covered by Section 11.3 above.
11.4 Aborted Installations
We disclaim liability for aborted installations of home charge points due to safety or practicality concerns, including issues related to land ownership, inadequate electrical supply, structural unsuitability, or unforeseen power limitations. In such instances, a full refund of all payments will be issued unless essential information was knowingly withheld or misrepresented by the Customer, in which case cancellation fees per Section 10.1 shall apply.
12. CONSUMER RIGHTS
12.1 Your Statutory Rights
These terms and conditions do not affect your statutory rights as a consumer under the Consumer Rights Act 2015. Services must be performed with reasonable care and skill, as described, and within a reasonable time.
12.2 Unfair Terms
All terms in this agreement are intended to be fair and reasonable. If any term is found to be unfair under the Consumer Rights Act 2015, that term will not be binding on you, but the remainder of these terms will continue to apply.
12.3 Complaints
If you are dissatisfied with our service, please contact us immediately at EV@crystalelectronics.co.uk. We will investigate and respond to your complaint within 14 working days. If you remain dissatisfied, you may escalate your complaint through alternative dispute resolution services.
13. DATA PROTECTION AND PRIVACY
13.1 Data Collection and Use
We respect your privacy and process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Personal information collected during the installation process will be used solely for:
- Performing our contract with you
- Compliance with legal obligations
- Legitimate business interests (with your privacy protected)
13.2 Data Security
We implement appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing, accidental loss, destruction, or damage.
13.3 Your Rights
Under UK GDPR, you have the right to:
- Access your personal data
- Rectify inaccurate personal data
- Request erasure of your personal data
- Object to processing of your personal data
- Request restriction of processing
- Data portability
For full details of our data processing practices, please refer to our Privacy Policy available on our website or by request.
13.4 Data Retention
We will retain your personal data for as long as necessary to fulfil the purposes for which it was collected, including for legal, accounting, warranty, and reporting requirements (typically 7 years after completion of service).
14. INSURANCE AND INDEMNITY
14.1 Company Insurance
Crystal Electronics maintains appropriate public liability insurance and professional indemnity insurance covering our installation services.
14.2 Customer Indemnity
The Customer agrees to indemnify and hold harmless the Company against any claims, damages, or losses arising from:
- Inaccurate or misleading information provided by the Customer
- Lack of proper permissions or authorisations
- Post-installation modifications made by third parties
- Misuse of the installed equipment
15. INTELLECTUAL PROPERTY
All intellectual property rights in the charger software, installation documentation, and related materials remain the property of Crystal Electronics or our licensors. The Customer receives a non-exclusive licence to use the software for the intended purpose only.
16. FORCE MAJEURE
The Company shall not be liable for any failure or delay in performing its obligations under this agreement where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: acts of God, pandemic, government restrictions, strikes, severe weather, or failure of suppliers or subcontractors.
17. DISPUTE RESOLUTION
17.1 Informal Resolution
In the event of a dispute or disagreement, we encourage you to contact us promptly at EV@crystalelectronics.co.uk to seek resolution. We are committed to addressing any concerns or issues in a fair and reasonable manner within 14 working days.
17.2 Alternative Dispute Resolution
If we cannot resolve your complaint, you may be eligible to use alternative dispute resolution through an approved ADR provider. We will provide details of suitable ADR providers upon request.
17.3 Legal Proceedings
Nothing in this clause affects your right to take legal proceedings. Any disputes shall be governed by English law and subject to the exclusive jurisdiction of the courts of England and Wales.
18. MODIFICATIONS TO TERMS AND CONDITIONS
Crystal Electronics reserves the right to modify these terms and conditions as needed to comply with legal requirements or reflect changes in our services. Updated versions will be made available on our website at [website URL]. Changes will take effect upon publication for new bookings, but will not affect existing contracts unless required by law. Customers will be notified of material changes via email where possible.
19. COMMUNICATION AND NOTICES
19.1 Primary Contact
Clear communication is essential for a successful installation process. Our primary contact email is: EV@crystalelectronics.co.uk
19.2 Customer Obligations
If there are concerns or factors that may hinder the completion of your installation on the scheduled day, we kindly request that you inform us at least 48 hours in advance. This proactive approach allows us to assess and potentially resolve any issues, ensuring a smooth installation experience.
19.3 Notice Method
All formal notices under this agreement must be in writing and sent to the email address or postal address provided by each party. Notices are deemed received:
- If by email: at the time of transmission (during business hours)
- If by post: 2 working days after posting (UK addresses)
20. ENTIRE AGREEMENT
These Terms and Conditions, together with any quotation, invoice, or installation specification provided to you, constitute the entire agreement between Crystal Electronics and the Customer. They supersede all prior negotiations, representations, or agreements, whether written or oral.
21. SEVERABILITY
If any provision of these terms is held to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.
22. NO WAIVER
Failure by the Company to enforce any provision of these terms shall not constitute a waiver of that provision or affect our right to enforce it subsequently.
23. THIRD PARTY RIGHTS
A person who is not a party to this agreement shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.
24. ASSIGNMENT
The Customer may not assign, transfer, or subcontract any rights or obligations under this agreement without our prior written consent. We may assign our rights and obligations to another entity, provided that such assignment does not adversely affect your rights under this agreement.
CONTACT INFORMATION
Crystal Electronics Ltd
For inquiries, service requests, or to report issues related to your Home Charge installation, please contact us at:
Email: EV@crystalelectronics.co.uk
Warranty Claims: EV@crystalelectronics.co.uk (include serial number, installation date, and fault description)
Postal Address: 4 Titley Bawk Avenue, Earls Barton, Northamptonshire, NN6 0LA
Company Registration: 04657875
VAT Number: GB 812 4558 40
ACCEPTANCE
By engaging our services, you acknowledge that you have read, understood, and agree to be bound by these terms and conditions. These Terms and Conditions constitute a legally binding agreement between Crystal Electronics and the Customer.
Last Updated: December 2025
Version: 2.0
Crystal Electronics Ltd is committed to providing safe, compliant, and professional EV charging installations in accordance with all applicable UK regulations and industry standards.
