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Terms and Conditions

At Carbon Rewind, our goal is to simplify every process as much as possible.

Our terms and conditions are crafted in clear, easy-to-understand language, avoiding unnecessary jargon. If you require assistance or further information, please feel free to contact our Customer Care team at

Carbon Rewind specialises in offering services tailored to meet the unique needs of homeowners, private tenants, landlords, and social housing providers. Our expertise spans insulation, heating systems, air source heat pumps, and solar PV installations, ensuring that your energy needs are met with precision and care.

Selecting the Right Measures

Recognizing the distinctiveness of each residence, our dedicated experts will guide you in selecting the most appropriate measures for your home. This selection process aligns with your budget and long-term vision, guaranteeing enhanced comfort and optimal energy efficiency for your property.

1. Parties Involved

In these Terms & Conditions, "Carbon Rewind" refers to Carbon Rewind Limited, a registered company in England & Wales with company number 11926768, and the individual placing the order is referred to as "the Customer."

2. Contractual Agreement

All terms of the contract between the Customer and Carbon Rewind are outlined in this document and the written specifications provided by Carbon Rewind on its official website. No alterations to these terms shall be binding unless made in writing and signed by both parties.

3. Information Accuracy

While we strive to keep our website and marketing materials accurate and current, they should be considered as guidelines. Products and services are regularly updated, and any information provided should be used as a reference. Customer reviews and public comments on our website reflect personal opinions and do not constitute official product or service advice from Carbon Rewind.

4. Copyright and Intellectual Property

All content, including but not limited to pictures, text, videos, and other materials on Carbon Rewind's website(s) and literature, is protected by copyright laws. Reproduction or copying of any material without the written consent of Carbon Rewind is strictly prohibited. Trademarks and intellectual property owned by Carbon Rewind are safeguarded and must not be replicated or reproduced without explicit authorisation.

5. Data Protection and Confidentiality

Carbon Rewind is registered with the Information Commissioner's Office and treats all customer-supplied information as confidential. Such data will only be shared as necessary to fulfil the obligations outlined in this contract and as required by law.

6. Communication & Property Access

It is the customer's responsibility to maintain continuous communication throughout the project until completion to ensure satisfaction. The customer must be available for communication and provide unrestricted access to the property. Some projects have strict deadlines set by funders and scheme providers, which both the installer and the customer must adhere to. Customers are expected to facilitate necessary access to ensure timely completion of the work as per the established deadlines.

7. General Survey Process & Procedures

Surveyor Visit

Our surveyors will conduct a comprehensive technical survey, necessitating full access inside and outside your property.


Photos will be taken to provide an Energy Performance Report (EPR) which informs the Energy Performance Certificate (EPC) rating for your property. In some instances we will lodge a new EPC.

The survey typically takes 1-2 hours, involving necessary paperwork completion.

Ventilation Checks

Adequate ventilation assessments will be performed during the survey.


For insulation installations, mandatory ventilation includes 2 trickle vents in each habitable room and DMEV (Decentralised Mechanical Extract Ventilation) extractor fans in the kitchen and bathroom. Sometimes we will install a PIV (Positive Input Ventilation) extractor fan instead of DMEVs.

Customers must agree to necessary ventilation installations; Carbon Rewind won't proceed with other measures unless proper ventilation is confirmed at the property.

In the rare occurrence that we complete installation of your energy saving measure before installing ventilation, the Customer must allow access to Carbon rewind to complete the ventilation upgrade works.

Post-Survey Review

Not all specified measures may be installed once the survey has taken place; installations are subject to a review process. 

If scheduled for installation (based on availability), Carbon Rewind will keep customers informed about the process. Customer availability on the designated installation date and time is crucial.

Please Note

The implementation of specific measures depends on the survey's review. Customers will receive updates accordingly, and their availability for installation is vital to the process.

Appointment Booking, Cancellation and Rescheduling

1. Missed Appointments

Customers are expected to be available at the scheduled appointment time. If the customer misses the appointment without prior notice, Carbon Rewind reserves the right to charge a missed appointment fee of £80.

2. Booking Confirmation

Upon booking an appointment, customers will receive a confirmation notification detailing the date, time, and nature of the appointment. It is the customer's responsibility to review and confirm these details in preparation of our attendance.

3. Rescheduling

Customers may request a reschedule of their appointment by providing a minimum of 48 hours notice before the scheduled time. 

4. Cancellations

Customers can cancel appointments without incurring a cancellation fee if the cancellation is made within 48 hours prior to the scheduled appointment time.

4. Last Minute Cancellations

While last-minute cancellations are not an ideal scenario, they may occur under exceptional circumstances.

Carbon Rewind defines exceptional circumstances as events beyond our control, and we understand that they may necessitate changes to scheduled appointments. These circumstances may include unforeseen issues with transportation, natural disasters, weather events, or health-related concerns affecting our installers/engineers.

6. Confirmation of Changes

Any changes to appointments, whether rescheduling or cancellations, will be confirmed by Carbon Rewind via email or phone. 

7. Customer Cooperation

Customers are expected to cooperate fully with the Carbon Rewind team during appointments, providing necessary access and information. Failure to cooperate may result in the cancellation of the appointment.

8. Exceptional Circumstances:

Carbon Rewind understands that exceptional circumstances may arise. In such cases, customers are encouraged to contact Carbon Rewind as soon as possible to discuss possible accommodations or rescheduling options.

Payments Terms and Conditions

1. Payment Obligation

By engaging Carbon Rewind's services, the customer agrees to make payments (if required) as per the agreed-upon terms and pricing outlined in the contract, invoice, or service agreement.

2. Payment Methods

Carbon Rewind accepts payments via FPT or BACS bank transfers, or by posted cheque. The accepted payment methods will be communicated to the customer during the invoicing process.

3. Invoice Issuance

Invoices will be issued electronically, detailing the services provided, quantities, rates, and total amounts due. Customers are responsible for reviewing the invoices for accuracy.

4. Payment Due Date

Payment due dates will be clearly specified on the invoice. Customers are required to make payments by the due date to avoid late fees or service disruptions.

5. Late Payments

Late payments may incur interest charges or late fees, which will be communicated to the customer in advance. Carbon Rewind reserves the right to suspend services for accounts with outstanding payments beyond the agreed-upon grace period.

6. Disputed Charges

In the event of a dispute regarding specific charges on the invoice, customers are required to notify Carbon Rewind within 7 days of invoice receipt. Failure to dispute charges within this period implies acceptance of the invoiced amounts.

7. Refunds and Cancellations

Refunds will be provided in accordance with the company's refund policy, if applicable. Cancellations or service terminations must be communicated to Carbon Rewind in writing within the stipulated notice period to avoid additional charges.

8. Payment Records

Carbon Rewind will maintain records of all payments made, including invoices, receipts, and transaction confirmations. Customers can request copies of payment records for their reference.

9. Changes to Payment Terms

Carbon Rewind reserves the right to modify payment terms for future services, with advance notice to the customer. Existing contracts will continue to adhere to the agreed-upon payment terms.

10. Confidentiality

Customer payment information will be treated confidentially and will not be shared with third parties, except for processing payments.

Health & Safety Terms and Conditions

1. Access and Clear Pathways

Clear all pathways leading to the work area and ensure unhindered access for our technicians. Remove any obstacles or hazards that might impede safe passage to the work site.

2. Scaffolding Safety

If scaffolding is required for the installation, it will be set up by trained professionals adhering to industry safety standards. Never attempt to climb or access the scaffolding.

3. Children and Pets

For the safety of your children and pets, keep them away from the work area during the installation process. Construction sites can be hazardous, and their presence could pose risks to their safety.

4. Electrical Safety

If the installation involves electrical work, be cautious around electrical outlets and wiring. Do not touch any exposed wires or attempt to fix electrical issues on your own. Inform our technicians immediately if you notice any electrical concerns.

5. Ventilation

Ensure proper ventilation in the area where work is being conducted. Adequate airflow helps disperse fumes and dust, maintaining a healthier environment.

6. Communication

Maintain open communication with our team. If you have any safety concerns or notice potential hazards, immediately bring them to the attention of the onsite supervisor or project manager.

7. Compliance with Instructions

Follow all safety instructions provided by our technicians. These instructions are designed to protect you and ensure the smooth progress of the work.

8. Emergency Procedures

Communicate with site operatives on the emergency plan.

9. Reporting Safety Issues

If you notice any safety issues or breaches of safety protocols, report them to Carbon Rewind immediately. Your feedback is crucial in maintaining a safe working environment.

10. Compliance with Regulations

Ensure that your property complies with all relevant safety regulations and standards. Carbon Rewind will not proceed with work in an environment that poses significant safety risks.

Dispute and Liability Terms and Conditions

1. Dispute Resolution

In the event of a dispute arising from our services, both parties agree to resolve the issue through amicable negotiation and discussion. Should the matter remain unresolved, formal mediation will be pursued. If mediation fails, the dispute shall be escalated to binding arbitration in accordance with the rules of the relevant arbitration association. Any legal action will be governed by the laws of the jurisdiction where the services were rendered.

2. Limitation of Liability

Carbon Rewind shall not be held liable for any indirect, incidental, special, or consequential damages, including but not limited to, loss of profits or revenue, business interruption, or emotional distress arising out of our services. Our liability for any direct damages shall be limited to the total amount paid for the specific services in question.

3. Property and Environment

Carbon Rewind shall not be responsible for any damage to the customer's property that is not a direct result of our services. Customers are responsible for ensuring their property's structural integrity and compliance with all relevant regulations before our services commence.

4. Third-Party Contractors

Carbon Rewind may engage third-party contractors for specialised services. We do not assume liability for the actions or negligence of these contractors. However, we will ensure that any subcontractors engaged adhere to industry standards and safety protocols.

5. Force Majeure

Carbon Rewind shall not be liable for any failure or delay in performing our obligations due to circumstances beyond our reasonable control, including but not limited to, natural disasters, acts of terrorism, labour disputes, or government regulations.

6. Customer Responsibilities

Customers are responsible for providing accurate and complete information about their property and complying with all guidelines and recommendations provided by Carbon Rewind. Failure to fulfil these responsibilities may impact the quality of our services.

Customers are required to provide evidence of eligibility for grant funded works. In some cases evidence may fall out of date, and more recent evidence may be requested for the customer to provide. Failure to provide eligibility evidence will result in the customer being liable for the cost of the works.

7. Disclaimer

When fitting a new combination boiler, pressurization of the system may cause strain on old pipework, fixtures, and fittings, potentially leading to defects or leaks. While we take precautions, it is impossible to inspect all existing pipework and fittings.


Carpets will be lifted and relayed with care, but exact placement may not be possible. For laminate and other types of flooring, lifting may result in substantial damage, and we cannot accept liability for restoring it to its original standard.


We do not undertake any stop tap-related issues at any property.

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