Deposit Refund Policy

1. Overview of Survey Deposit Payment

As part of the Power Up Homes scheme, participants who wish to proceed with a renewable energy installation after receiving their Power Up Plan will be required to pay a survey deposit. This deposit confirms your place in the scheme and covers the cost of the technical home survey required to assess the feasibility of your installation and gather data for the design of your system.

Deposit Structure

We understand that circumstances may change, and this document outlines the conditions under which your deposit may be refunded.

2. Full Deposit Refund Scenarios

2.1 Pre-Survey Cancellation

• Early withdrawal: If you cancel before the home technical survey takes place, for any reason, you will receive a full refund within 14 working days.

2.2 Post-Survey Technical or Practical Limitations

• Property unsuitability: If the survey reveals your property cannot technically accommodate the proposed system
• Physical constraints: If space limitations prevent proper installation or access
• Oversized system requirement: If calculations show only an impractically large system would be effective
• Structural modifications: If unexpected major building work becomes necessary for safe installation
• Access limitations: If roof access, boundary proximity, or other site factors prevent installation

2.3 Regulatory and Financial Barriers

• Planning refusal: If planning permission is denied where required
• Grant rejection: If your BUS grant application is unsuccessful through no fault of your own
• Financing issues: If you cannot secure necessary financing identified during the survey
• Building control refusal: If approval is refused for technical reasons beyond your control

2.4 Changes to Original Proposal

• Significant cost increases: If the final quote exceeds your Power Up Plan by more than 20% due to unforeseen mandatory requirements
• Additional mandatory work: If the installer identifies essential work not requested by you for safe installation
• Grant changes: If government grant changes fundamentally alter your project's financial viability

2.5 Force Majeure Events

• Unforeseeable circumstances: If installation becomes impossible due to events beyond anyone's control (natural disasters, government restrictions, major supply disruptions)

3. Alternative Solutions and Revised Quotations

In cases where technical limitations are identified, you may be offered a revised quotation with alternative solutions (such as a different technology or modified installation approach). You retain the right to:

• Accept the revised proposal under new terms
• Decline the revised offer and receive a full refund of your deposit
• Request time to consider the alternatives (up to 14 days)

4. Partial or No Deposit Refund Scenarios

4.1 Post-Installation

• Once your renewable energy system has been successfully installed and commissioned, as the deposit will have been applied to your final payment.

4.2 Post-Survey Discretionary Cancellation

• Change of mind: If you cancel after the technical survey without any valid reason listed above, you may forfeit the full deposit (refer to Section 5 for further details).

4.3 Communication Breakdown

• Unresponsiveness: If we make three documented attempts to contact you over 4 weeks without response, leading to automatic cancellation and deposit retention
• Survey access failure: If you fail to provide access for the technical survey after two rescheduled appointments
• Missing documentation: If you fail to provide required information necessary to complete the assessment

5. Survey Costs and Deposit Retention

When you cancel after a completed technical survey without valid grounds for refund, the appointed installer may invoice for actual survey expenses incurred. These costs include:

• Professional site assessment and technical evaluation
• Heat loss calculations and energy modelling
• System design and specification development
• Travel and administrative expenses

6. After Signing the Agreement with Your Installer

• The installer will provide you with their Terms of Business, which will be approved by a Consumer Code organisation such as the Renewable Energy Consumer Code (RECC) or the Chartered Trading Standards Institute (CTSI).
• If you wish to cancel the installation within the installer's cancellation period, you can do so without penalty. You must follow the process described in the agreement you have signed with your installer. If you cancel after this time, you may have to pay the installer for costs or losses they may have reasonably incurred.

7. Deposit Refund Process

7.1 How to Request a Refund

7.2 Processing Times

7.3 Refund Method

• Refunds will be made to the original payment method used for the deposit
• If the original payment method is no longer available, alternative arrangements will be made
• Bank transfer refunds may take 3–5 working days to appear in your account

8. Changes to Project Scope

• If you request additional components or expand the scope of work beyond the original specification, the original deposit agreement remains valid
• Additional work will be quoted separately and will not affect the refund terms of the original deposit
• If provisional costs (such as potential electrical upgrades) were discussed but excluded from the initial quote, these will be fully explained and agreed before proceeding

9. Appeals Process

If your refund request is declined and you believe this decision is incorrect:

10. Data Protection

All information provided during the refund process will be handled in accordance with UK GDPR and the RetrofitWorks' Privacy Notice posted on the website (www.powerup.homes). Personal data will only be used for processing your refund request and will be retained for the minimum period necessary.

11. Consumer Rights

This refund policy does not affect your statutory consumer rights under UK law. If you believe you have grounds for complaint beyond this policy, you may:

• Contact the Renewable Energy Consumer Code (RECC) if applicable
• Seek advice from Citizens Advice
• Pursue other legal remedies available to you

12. Updates to This Policy

RetrofitWorks reserves the right to update this refund policy with reasonable notice. Any changes will be communicated via email and published on www.powerup.homes. Changes will not affect deposits already paid under previous versions of this policy.

13. Contact Information

If you have any questions about this refund policy or need to discuss your specific circumstances, please contact the Power Up Homes team:

These terms are designed to provide clarity and protection for all parties involved in the Power Up Homes scheme while ensuring the process remains fair and transparent.

© RetrofitWorks Limited 2026