What this policy covers

This page applies where a Simple Green Energy representative visits a customer’s home, speaks to a customer at the door, arranges a survey, provides a quotation, or discusses a possible installation away from our business premises.

It covers services such as EV chargers, solar panels, battery storage, heat pumps and other home energy improvement services.

Our representatives

Any representative visiting your property should explain who they are, why they are visiting and what company they represent.

You can ask them to provide identification. If you do not wish to speak to them, or if you ask them to leave, they must leave.

• We will not use aggressive sales methods.
• We will not ask you to make an immediate decision at the door.
• We will not stay at your property after being asked to leave.
• We will not give misleading information about prices, grants or eligibility.
• We will allow you time to read information and ask questions.

Before you agree to any work

Before you agree to proceed, we will provide clear information about the proposed goods or services, the price, the expected timescale and the main terms that apply.

For some installations, a survey may be required before we can confirm the final specification, installation requirements and quotation.

Information we may provide

• Details of the product or service being offered.
• The total price, including VAT where applicable.
• Deposit amount, payment terms or finance information where applicable.
• Expected installation or delivery timescale.
• Details of guarantees, warranties or aftercare.
• Any survey requirements before work can begin.
• Your cancellation rights where applicable.
• How to contact us with a question, concern or complaint.

Surveys and quotations

A home survey may be needed to check whether the proposed installation is suitable for your property. We will explain who will carry out the survey, what they need access to and whether there is any cost.

We will provide a written quotation before work is agreed. The quotation should explain the work proposed, the price and any important conditions that apply.

Cancellation rights

Where a contract is agreed at your home or away from our business premises, you may have the right to cancel within 14 days without giving a reason.

Where cancellation rights apply, we will explain those rights and provide the information required before the contract is agreed.

If you ask us to begin work before the 14-day cancellation period has ended, we may ask you to confirm this in writing. If you later cancel after work has started, you may be required to pay for work already completed up to the point of cancellation, where permitted by law.

Vulnerable customers

Some customers may need more time or support before making a decision. Where appropriate, we will allow time for a customer to speak with a family member, friend, carer or trusted third party.

We will not continue with a sale where we believe a customer does not understand the information provided or needs additional support before deciding.

Complaints

If you are unhappy with any part of our service, please contact us so we can try to resolve the matter promptly and fairly.

We will review your complaint and aim to respond within a reasonable timeframe.

Company details

Further information about doorstep selling regulations is available on GOV.UK .

This page is provided for customer information only and does not replace your statutory rights.