Terms and Conditions for Home Customers
Buying for a business? These terms are for home customers. Our business terms are here: Terms and Conditions (Business Customers)
EPOS NI and BRISK Technology are trading names of Enhuk Limited, a company registered in Northern Ireland (company number NI646709). Registered office: Unit 1 Block A, Scrabo Business Park, Jubilee Road, Newtownards, Co. Down, BT23 4ZP. VAT number GB 305142450.
Contact us: +44 (0)28 9099 1247 · support@eposni.com · Unit 1 Block A, Scrabo Business Park, Jubilee Road, Newtownards, Co. Down, BT23 4ZP.
Version 2026.09, effective 31 August 2026.
Amended 8 September 2026. Section 7.3 (costs passed on to us) now applies only after a minimum period. While you are in a minimum period the only increase we can make is the one written into your order in pounds and pence under 7.1. The text as published on 1 September 2026 is kept unchanged at Terms and Conditions for Home Customers — version 2026.09.
1. Who these terms are for
1.1 These terms apply when you buy from us as a consumer — that is, as an individual buying wholly or mainly for purposes outside any business, trade, craft or profession you carry on. Most work at a private home falls here.
1.2 If you are buying for a business, our Terms and Conditions for Business Customers apply instead. If you are buying partly for business and partly for private use, tell us before you order and we will tell you which set applies. Where you are a consumer, nothing in any quote, order or other document takes away the rights these terms and the law give you.
1.3 These terms, together with our quote and the pre-contract information we give you, form the contract between us. Please read them before you accept a quote and ask us about anything you are not sure of.
2. Our quote and your order
2.1 A quote is not an offer you can simply accept into a binding contract on its own; the contract starts when we confirm your order in writing (including by email) or start the work, whichever happens first. We will confirm the contract to you in a durable form — normally by email — including these terms and the information listed in section 3.
2.2 Some work — solar, battery storage, EV charging, CCTV, cabling — needs a survey before we can be certain the job can be done for the price quoted. Where the quote says it is subject to survey and the survey shows the work cannot be done as quoted, we will explain why and offer you a revised price. You are free to say no. If you do, we will refund any deposit you have paid in full, apart from a survey charge if the quote clearly said one was payable.
2.3 We will not start work, order materials or take a deposit before you have had the information in section 3 and a copy of these terms.
3. Information we give you before you order
3.1 Before you are bound, we will give you in writing: a clear description of what we are supplying; the total price including VAT, or how it will be worked out if it cannot be fixed in advance; any delivery, installation or other charges; how and when you pay; when we will do the work or deliver; how long any ongoing service lasts and how to end it; our contact details and how to complain; a reminder that goods and services must meet the legal standards in section 8; and, where you have one, your right to cancel, how to use it, and a cancellation form.
3.2 Where any of that information is missing or wrong, you are not bound by it, and where the missing information is about your cancellation right, section 4.3 applies.
4. Your right to change your mind
4.1 When you have a 14-day right to cancel. You have the right to cancel without giving a reason, and without paying a cancellation charge, where the contract is:
- an off-premises contract — signed or agreed somewhere other than our own business premises, including at your home, at your door, at an event or exhibition, or immediately after we met you away from our premises; or
- a distance contract — agreed entirely at a distance, for example by phone, email or through our website, without us meeting face to face.
Most domestic solar, battery, EV charging and CCTV sales are off-premises contracts, because they are agreed at the customer's home.
4.2 How long you have. The 14 days run:
- for services and installation work — from the day after the day the contract is made;
- for goods — from the day after the day you (or someone you name) receive them, or the last item if the order comes in parts.
4.3 If we did not tell you about this right, the 14 days do not start until we do, and if we never do, the cancellation period ends 12 months and 14 days after it would otherwise have ended.
4.4 How to cancel. Tell us in a clear statement before the period ends — by email to support@eposni.com, by post to Unit 1 Block A, Scrabo Business Park, Jubilee Road, Newtownards, Co. Down, BT23 4ZP, or by using the cancellation form we gave you (you do not have to use the form). Sending the message before the deadline is enough; it does not have to reach us in time.
4.5 If you want us to start within the 14 days. We will not begin work inside the cancellation period unless you ask us to in writing, and we will ask you to confirm that you understand you will still be able to cancel but will have to pay for what we have done. If you then cancel:
- you pay a fair, proportionate amount for the work carried out up to the moment you told us, based on the total price;
- you do not pay for work done before you asked us to start early, or where we started without your written request; and
- you pay for materials we have supplied and which cannot reasonably be returned, only where you asked us to start early and we told you the cost first.
4.6 When the right ends. Once a service is fully performed, and you asked us to start early and acknowledged you would lose the right to cancel on completion, the right to cancel that service ends. You keep your right to cancel any goods that are still to be delivered.
4.7 Goods you send back. If you cancel goods, send them back to us within 14 days of telling us. You pay the cost of returning them unless we agreed otherwise or the goods are faulty or not as described. You are responsible for any loss in value caused by handling them beyond what is needed to check them, as you would in a shop.
4.8 Refunds. We refund within 14 days — for goods, within 14 days of getting them back or of proof you have sent them; for services, within 14 days of you telling us. We refund the way you paid, and we refund standard delivery costs (not any premium delivery upgrade you chose).
4.9 These rights are yours in addition to your right to a refund, repair or replacement if something is wrong (section 8). Cancelling under this section does not need anything to be wrong.
5. Price and payment
5.1 The price is the one in our quote and includes VAT unless the quote clearly says otherwise. If the rate of VAT changes between your order and delivery, we adjust the VAT you pay unless you have already paid in full.
5.2 For goods and one-off work, we tell you in the quote when payment is due.
5.3 Deposits and staged payments for installation work. For solar, battery storage, EV charging, CCTV and cabling we normally ask for a deposit and payments at stages, as set out in your quote: typically 30% on order, 40% when the main equipment is delivered to your property, and the balance when the system is commissioned and handed over. We do not ask for payment in full up front. We are not currently a member of a renewables consumer code, so your deposit is not covered by an insurance-backed deposit guarantee. We keep deposits as small as we sensibly can for this reason, and we do not ask for a stage payment before we have reached that stage.
5.4 We charge for a stage only when we reach it. If we do not complete the work, you pay only for what we have done and supplied.
5.5 Late payment. If you do not pay on time we may charge interest at 4% a year above the Bank of England base rate on the overdue amount, from the due date until payment. We will not charge interest while you are genuinely disputing a bill and working with us to resolve it.
6. Ongoing services — how long they last and how to end them
6.1 Where you buy an ongoing service — broadband, phone, monitoring, support, hosting — the quote and your order confirmation tell you how long the minimum period is, what you pay, and what happens at the end of it. We will not sign you up to a minimum period without telling you first, in writing, what it is.
6.2 Ending after the minimum period. After any minimum period you may end the service at any time by giving us 30 days' notice. There is no charge for doing so.
6.3 Ending during a minimum period. If you end an ongoing service before the minimum period is up, you pay the charges for the rest of that period, less anything we save by not having to supply it, plus any charge our own supplier makes us pay to stop the service early, plus the unpaid balance of any equipment we supplied at a reduced price on the basis that you would stay for the term. We will show you the calculation. We will never charge you more than we actually lose.
6.4 You pay nothing to leave where you end the service because we have broken the contract and not put it right, or because we have increased the price or changed these terms to your disadvantage (sections 7 and 15.3).
6.5 We may end an ongoing service by giving you 30 days' notice, or immediately if you seriously break the contract, or if you do not pay a bill within 30 days of us telling you it is overdue.
6.6 Broadband and internet phone — calling 999 in a power cut. Internet-based phone services need both your broadband and your mains electricity. In a power cut they will not work. Before we install one, we will ask whether you or anyone in your home would be left with no way of calling the emergency services in a power cut — that includes asking whether you have a mobile that gets a reliable signal indoors at your address. We write down what you tell us and what we offered you.
- If you have a mobile with a reliable indoor signal, that is your backup. Keep it charged, and tell us if the signal changes or the person relying on it changes.
- If you do not, or if anyone in the home has a disability, a telecare alarm, or another reason to depend on the phone, we will provide you free of charge with a solution that gives at least one hour of access to the emergency services in a power cut, and show you how to use it. If you would rather not have it, we will record that we explained the risk and you declined.
6.7 Please keep the address registered against your phone number correct — it is the location passed to the emergency services — and tell us before you use the number at a different address.
7. If we need to change the price
7.1 During a minimum period. Any increase that will happen during a minimum period is written into your order in pounds and pence, with the amount and the date it takes effect, before you agree. We will not make any other increase during that period.
7.2 After a minimum period, or where there is none. We may increase a recurring price by giving you at least 30 days' written notice. You may end that service without charge by telling us before the increase takes effect.
7.3 Costs passed on to us — only after a minimum period. This does not apply during a minimum period. While you are in a minimum period the only increase we can make is the one written into your order under 7.1, even if our own costs go up. After a minimum period, or where your service has none, if a supplier we buy from — a software vendor, a network, a licensor — increases what it charges us for part of your service, we may pass that increase on at cost, on at least 30 days' notice, telling you what has gone up and by how much. You may end the affected service without charge before it takes effect. We will not use this to increase our own profit.
7.4 Sections 7.1 to 7.3 do not apply to a change in VAT, which we must pass on.
8. Your legal rights if something is wrong
8.1 We must supply goods that are of satisfactory quality, fit for purpose and as described, and services carried out with reasonable care and skill, within a reasonable time and for a reasonable price where none was fixed. These rights come from the Consumer Rights Act 2015 and nothing in these terms takes them away or limits them.
8.2 Goods. In summary: if goods are faulty you can reject them and get a full refund within 30 days; after that you can ask for a repair or replacement, and if that fails or is not done in a reasonable time you can ask for a price reduction or reject them. Between 30 days and six months, a fault that appears is normally treated as having been there from the start.
8.3 Services and installation. If a service is not carried out with reasonable care and skill, you can ask us to put it right; if we cannot or do not do so within a reasonable time and without significant inconvenience to you, you can ask for a price reduction.
8.4 Digital content. Where we supply software or digital content it must be of satisfactory quality, fit for purpose and as described, and if it damages your device or other content because we have not used reasonable care, we must repair the damage or compensate you.
8.5 Manufacturers' guarantees. Some products come with a manufacturer's guarantee. That is in addition to your legal rights against us, not instead of them.
8.6 For detailed advice about your rights you can contact Consumerline (0300 123 6262) or Citizens Advice.
9. Work at your home
9.1 We will agree a date with you and let you know if it has to change. We will treat your home with care, keep the work area reasonably tidy, and take away our waste and packaging.
9.2 Please make sure we can get safe access to where we need to work — the loft, the roof, the meter, the consumer unit, the cable route — and tell us about anything hazardous or hidden you know of, such as asbestos, a fragile roof, or buried cables or pipes.
9.3 Consents. We make the notifications an installer has to make, such as building control and, for a generating or charging system, the network operator. You are responsible for any permission you need as the property owner or occupier — planning permission, listed-building or conservation-area consent, and your landlord's, freeholder's, management company's or mortgage lender's consent. Tell us if you are not the owner. If you are unsure, ask us and we will tell you what we think is needed, but the permission itself is yours to obtain.
9.4 Missed appointments. If we arrive at an agreed appointment and cannot do the work because we cannot get in, or the area is not ready, we may charge you a reasonable amount for the wasted visit — currently £75 including VAT — but not where you gave us at least two working days' notice, or where the reason was outside your control. We will always tell you before we charge. If we miss an appointment without reasonable notice, we will rebook at your convenience and offer a goodwill payment of £30.
9.5 We are responsible for damage we cause to your property through our carelessness, and we are insured for it (section 12.3). We are not responsible for the pre-existing condition of your property; if we notice a problem — a roof in poor condition, old wiring — we will tell you before we go ahead.
10. Delivery and when things go wrong with timing
10.1 We will deliver goods and carry out work within the time we agreed or, if none was agreed, within 30 days of the contract.
10.2 If we miss an agreed deadline that you told us was essential, or we miss a deadline and you then set us a new reasonable one that we also miss, you can end the contract and get a refund for anything not provided.
10.3 Goods are your responsibility once you receive them, and yours once you have paid for them. Where we install goods at your property they become part of your property on installation.
10.4 Sometimes things happen we cannot control — severe weather, a network failure, a supplier failing, an event outside our reasonable control. We will tell you as soon as we can and agree a new date. If the delay is likely to be substantial, you may end the contract and get a refund for anything not provided.
11. Solar panels, battery storage and EV charging at home
11.1 Survey first. We survey the roof, the electrics and the supply before fixing the design. Section 2.2 applies if the survey changes the job.
11.2 What we estimate, and what we do not promise. Any figure we give you for generation, savings, export income or payback is an estimate, worked out on standard industry methodology from the survey and from assumptions about your electricity use and energy prices, which we will state. It is not a guarantee. Actual output and savings will be different, and we cannot promise anything about future energy prices, tariffs, grants or export rates. We will never present an estimate as a guaranteed saving.
11.3 Grid connection. Connecting a generating system needs your network operator's approval. If they refuse, delay, or impose a limit, that is outside our control. We will tell you straight away and, if the system we can install is materially different from the one you ordered, you can either agree a revised price with us or cancel and pay only for work and materials up to that point.
11.5 Warranties. The panels, inverter, battery and mountings come with their manufacturers' guarantees — the lengths and conditions are in your quote and handover pack. We guarantee our own workmanship for two years from commissioning. Manufacturers' guarantees usually depend on the system being registered, maintained and not altered by anyone else; we will explain what you need to do. None of this affects your legal rights in section 8.
11.6 Batteries lose capacity as they age. The manufacturer's guarantee says how much capacity is retained and for how long. A battery will not keep your power on during a power cut unless your quote specifically says it is a back-up system with the switching that needs.
11.7 EV charge points. The charging speed you get depends on your car as well as the charger; the figure on the charger is its maximum, not what any particular car will draw. Smart features, apps, scheduling and tariff integration are run by the manufacturer under its own terms and need a working internet connection — we cannot promise they will always be available or stay free.
Grants — please read this before you order. We are not an approved installer for any EV charge point grant scheme. That means we cannot claim a grant for you, and an installation we carry out will not qualify for a grant that requires an approved installer. The full price is payable. If a grant matters to you, you should use an approved installer, and we will tell you so rather than take the order. We repeat this in your quotation, in writing, before you commit.
11.8 Handover. When we finish we give you the electrical certificate, the commissioning record, the manufacturer paperwork and instructions for use and maintenance. Systems need occasional checking and cleaning; that is not included unless your quote says so.
12. Our responsibility to you
12.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking the contract or failing to use reasonable care and skill. We are not responsible for loss that is not foreseeable.
12.2 We never exclude or limit our responsibility for: death or personal injury caused by our negligence; fraud; breach of your legal rights about goods and services (section 8); or defective products under the Consumer Protection Act 1987.
12.3 Insurance. We hold public liability and products liability insurance, employers' liability insurance and professional indemnity insurance. We will show you the certificate, with the levels of cover in force, on request — please ask before you order if the level of cover matters to you.
12.4 We are not responsible for loss you suffer in the course of a business — these terms are for private use, and if you use what we supply for a business we are not liable for loss of profit, business or opportunity.
13. Your personal information
13.1 We use your personal information to provide what you have bought, to take payment, to meet our legal obligations and, where you have agreed, to keep in touch. Our privacy notice at our privacy notice explains what we hold, why, how long for and what rights you have.
13.2 Where we install a CCTV or door-entry system at your home, you decide what it records and how long footage is kept, and you are responsible for how it is used — including if it captures your neighbours' property or a public footpath. We will explain the settings and point you to the ICO's guidance for home CCTV. Where we look at or export footage for you, we do it only on your instruction.
14. If you are unhappy
14.1 Tell us. Contact us at support@eposni.com or +44 (0)28 9099 1247. We will acknowledge within two working days and aim to resolve it within ten working days, telling you if it will take longer and why.
14.2 Broadband and phone services. If we have not resolved your complaint within six weeks, or we tell you we have reached deadlock, you can take it free of charge to CISAS, the independent adjudication scheme we belong to, approved by Ofcom. You have 12 months from the date we tell you we have reached deadlock in which to apply. If you accept the adjudicator's decision, it is binding on us. CISAS, c/o CEDR, 100 St Paul's Churchyard, London EC4M 8BU · cisas@cedr.com · 020 7520 3814 · cedr.com/consumer/cisas
14.3 Solar and renewable installations. We are not currently a member of a renewables consumer code such as RECC or HIES, so there is no separate scheme complaints or arbitration route for this work. Your complaint goes through section 14.1, and your legal rights in section 8 are unaffected.
14.4 Nothing here affects your right to take a claim to court. These terms are governed by the law of Northern Ireland, and you can bring proceedings in the Northern Ireland courts. If you live in England, Wales or Scotland you can also bring proceedings there.
15. Other terms
15.1 We may transfer our rights and obligations under this contract to another organisation; we will tell you in writing and it will not affect your rights. You may transfer your rights under a guarantee to someone who buys your property, if you tell us in writing.
15.2 This contract is between you and us. No one else can enforce it.
15.3 Changes to these terms. We may change these terms. Where a change affects you and is to your disadvantage, we will give you at least 30 days' written notice, tell you what is changing, and you may end the affected service without charge before it takes effect. Changes we have to make because of the law or a regulator may take effect sooner, and we will tell you.
15.4 If a court finds part of these terms unlawful, the rest continues to apply.
15.5 If we do not insist on something straight away, that does not stop us doing so later.
15.6 Anything we have to give you in writing we may send by email to the address you gave us, or by post.
Version 2026.09, published 1 September 2026. A permanent copy of this version is kept at /terms-and-conditions-home-2026-09/ so that a contract signed against it can be read as it stood.