Refund policy

If we decide you don't need us

Part of what you're paying for is an honest eligibility check. If that check shows your installation sits at or below 16 A per phase and can be handled under the notification route, or that it needs a different application entirely, we will tell you and refund the full £300.00. We would rather do that than submit something you didn't need.

If you change your mind before we submit

Ask us to stop at any point before the application goes to the network operator and we will refund the fee in full, less any work already done at your request.

Your statutory cancellation right

If you are buying as a consumer rather than in the course of a business, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from entering the contract to cancel and receive a refund.

The two boxes on the application form record acceptance of the terms and refund policy, and understanding of the privacy policy. They do not record a separate request to start work within the 14-day period. If you want us to start within it, contact us to arrange the required request and acknowledgement before work starts. Where you expressly request early performance and acknowledge the loss of the cancellation right once the service is fully performed, completing the service may end that right; if work is only partly performed, a proportionate amount may be payable for work done at your request. You can instead wait until the cancellation period has ended. Your statutory rights are unaffected.

If the application is returned

If it comes back because of an error or omission on our part, we correct and resubmit it at no charge. If it comes back because the information you gave us was inaccurate, or because you changed the system after submission, the resubmission is chargeable — but we will always tell you what changed and what it will cost before doing the work.

What we can't refund

• The network operator refusing the connection, or approving it on terms you don't like.
• The operator escalating your application off the fast track to a full assessment.
• The operator taking longer than their published target to respond.
• Connection or reinforcement charges the operator asks you for. Those are payable to them, not to us, and are outside our control.

We are paid to make the application properly, not to guarantee the answer. A refused application that was correctly prepared and properly argued is still the service you bought.

How to ask

Email hello@aesirsolar.co.uk with your order reference. Approved refunds go back to the card you paid with, normally within five working days and always within 14.