Terms & Conditions

Introduction

These Terms and Conditions ("Terms") govern the provision of home retrofit, energy improvement, and installation services by Nexura Solutions ("we", "us", "our") to the customer ("you", "your"). By accepting a quotation, signing a works agreement, or authorising work to proceed, you confirm that you have read, understood, and agree to be bound by these Terms.

These Terms constitute a contract for services relating to physical works carried out at a residential or rental property. They are not an insurance or warranty product. Where a specific written works agreement is also signed, that document should be read alongside these Terms. In the event of a conflict, the written works agreement shall take precedence.

1. Definitions

• Works — any service, survey, installation, repair, or inspection carried out or arranged by Nexura Solutions at the Property.
• Property — the residential address at which Works are to be carried out, as confirmed in writing.
• Quotation — a written estimate of the cost of Works, valid for 30 days from the date of issue unless otherwise stated.
• Operative — any qualified engineer, installer, surveyor, or technician appointed by or on behalf of Nexura Solutions to carry out Works.
• Completion — the point at which Works have been finished, inspected, and signed off in accordance with the agreed scope.
• Variation — any agreed change to the original scope of Works, materials, or specification, confirmed in writing before works proceed.
• Defect — a material failure in workmanship or installed materials that arises within the guarantee period and is attributable to the Works.

2. Eligibility and Scope

To instruct Nexura Solutions to carry out Works, the following criteria must be met:

• The Property must be a residential address located within the United Kingdom.
• You must be 18 years of age or older and have legal authority to authorise Works at the Property.
• Where the Property is a rental or tenanted property, you confirm that you have obtained any necessary consents from tenants and relevant parties.
• The Property must be accessible and in a condition suitable for the agreed Works to commence safely.
• All information provided to us during the survey and quotation process must be accurate and complete to the best of your knowledge.

We reserve the right to decline to carry out Works or to withdraw from a contract where we reasonably determine that the above criteria are not met, or where site conditions pose risks to the health and safety of our Operatives.

3. Quotations and Estimates

All Quotations are prepared following a Precision Assessment of the Property and are based on the information available at the time of survey. Quotations are valid for 30 days from the date of issue unless otherwise stated in writing.

Quotations represent the estimated cost of Works based on the agreed specification. They do not constitute a fixed-price guarantee where:

• Concealed defects, structural issues, or access complications are discovered once Works have commenced.
• The scope of Works changes at your request.
• Material price increases occur between the date of quotation and the commencement of Works, where Works are delayed by more than 60 days from the quote date.

Where additional costs arise, we will notify you in writing before proceeding. You will not be charged for any variation or additional works without your prior written consent.

4. Our Services

Nexura Solutions provides the following services, each available as a standalone installation or as part of a combined retrofit package:

• Insulation Removal — structural survey, removal of failed or degraded insulation materials, damp treatment, photographic documentation, and condition reporting prior to new works.
• Insulation — installation of thermal insulation to walls, floors, and lofts using materials and methods certified to Building Regulations and PAS 2030/2035.
• Roofing — supply and installation of pitched and flat roofing systems, including solar-ready mounting infrastructure.
• Solar PV — supply, installation, and commissioning of MCS-certified solar photovoltaic systems, including inverter and generation meter installation.
• Battery Storage — supply and installation of home battery storage systems designed to work alongside solar PV arrays.
• Cavity Wall Insulation — pre-installation survey, suitability assessment, injection of certified cavity fill material, and post-installation inspection.
• Air Source Heat Pumps — MCS-accredited ASHP supply, installation, commissioning, Boiler Upgrade Scheme grant management, and performance monitoring.

The specific scope of Works applicable to your project will be confirmed in your Quotation and written works agreement.

5. Surveys and Assessments

Where a Precision Assessment is carried out prior to Works, its findings form the basis of the Quotation and specification. You must ensure that:

• Our surveyor is given reasonable access to all areas of the Property relevant to the proposed Works.
• Any known issues with the Property — including damp, structural defects, previous works, or system failures — are disclosed prior to or during the assessment.

Concealed defects or conditions not visible or disclosed at the time of survey are not included within the original Quotation. Where such conditions are discovered during Works, we will notify you promptly and agree a course of action in writing before continuing.

6. Deposits and Payment Terms

The following payment terms apply unless otherwise stated in your written works agreement:

• A deposit of up to 25% of the total contract value may be required upon acceptance of the Quotation to secure materials and scheduling.
• A further staged payment may be required at the commencement of Works or at agreed milestones, as specified in the works agreement.
• The balance of the contract value is due upon Completion, unless an alternative schedule has been agreed in writing.
• Payment is accepted by bank transfer, debit card, or credit card. We do not accept cash payments.

Where grant funding is applicable (including the Boiler Upgrade Scheme), the total amount payable by you will reflect the net figure after the confirmed grant has been applied. Grant eligibility is subject to government criteria and is not guaranteed until formally confirmed by the relevant authority.

Invoices are due for payment within 7 days of issue unless otherwise agreed. Overdue payments may attract interest at a rate of 8% per annum above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998, and we reserve the right to suspend Works until outstanding amounts are settled.

7. Your Responsibilities

By instructing Works to proceed, you agree to:

• Provide clear, safe, and unobstructed access to all areas of the Property required for the Works, including loft spaces, roof access, external walls, and utility areas.
• Ensure that any occupants, including tenants or family members, are aware of the scheduled Works and do not obstruct or interfere with our Operatives.
• Disclose all known issues, prior repairs, existing installations, or structural concerns that may affect the Works.
• Obtain any necessary planning permissions, listed building consents, or permissions from third parties (such as freeholders or management companies) prior to Works commencing. We are not responsible for obtaining such consents on your behalf unless explicitly agreed in writing.
• Ensure the Property has an adequate and functioning electricity and water supply where required for the Works.
• Maintain any installed systems in accordance with manufacturer guidelines and our post-installation recommendations.

8. Materials and Equipment

All materials supplied and installed by Nexura Solutions will be fit for purpose, of satisfactory quality, and appropriate to the agreed specification. Where specific materials are named in the Quotation, we reserve the right to substitute equivalent materials of equal or greater specification where the original material becomes unavailable, subject to prior notification.

Materials and equipment remain the property of Nexura Solutions until full payment has been received. In the event of non-payment, we reserve the right to remove installed materials where legally permissible.

9. Variations to Works

Any variation to the agreed scope of Works must be requested and confirmed in writing before the relevant Works proceed. Verbal instructions will not constitute an authorised variation. Variations may affect the project timeline, total contract value, and completion date. We will provide a revised written estimate for any variation prior to proceeding.

10. Completion and Handover

Upon Completion, we will carry out an internal quality inspection of all Works. You will be invited to inspect the Works and confirm acceptance. Where Works are certified (such as MCS certification for solar PV or heat pump installations), all relevant documentation, certificates, and handover materials will be provided within 30 days of Completion.

Minor snagging items identified at handover will be rectified within a reasonable timeframe. Snagging items do not affect the payment obligation where Works have been substantially completed.

11. Guarantees and Warranties

Nexura Solutions provides the following guarantees on completed Works:

• A 12-month workmanship guarantee on all installation works, commencing from the date of Completion. This covers defects in workmanship attributable to our installation. It does not cover damage arising from misuse, third-party interference, or failure to follow post-installation guidance.
• Product and manufacturer warranties, where applicable, will be passed directly to you and are governed by the relevant manufacturer's terms. These may extend beyond our workmanship guarantee period.
• MCS-certified solar PV and heat pump installations are covered by the MCS consumer protection framework, details of which will be provided at handover.
• Cavity wall insulation installations carry a CIGA-backed guarantee certificate, issued separately upon Completion.

Guarantees are non-transferable unless we agree otherwise in writing. They apply to the original Property only and become void if the relevant system or installation is modified or repaired by a third party without our prior written consent.

12. Exclusions

The following are excluded from our workmanship guarantee and from our liability under these Terms:

• Pre-existing defects, structural issues, or failures present at the Property prior to Works commencing.
• Damage caused by misuse, neglect, accidental damage, or failure to follow post-installation maintenance guidance.
• Damage caused by flooding, fire, subsidence, lightning, storm, or other events beyond our reasonable control.
• Works carried out, modified, or interfered with by parties other than Nexura Solutions or our appointed Operatives.
• Cosmetic variations in materials (including minor colour differences, surface texture, or weathering) that do not affect structural performance or system function.
• Normal wear and deterioration over time.
• Failures attributable to inadequate building fabric where this was identified in the pre-works survey and documented in writing.

13. Cancellation and Cooling-Off Period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a contract within 14 days of entering into it without giving a reason, provided that Works have not yet commenced.

Where Works have commenced at your request within the 14-day cooling-off period, you remain liable for the reasonable cost of Works carried out and materials procured up to the point of cancellation.

After the 14-day cooling-off period, cancellation requests will be considered at our discretion. Where Works have commenced, you will be liable for:

• The cost of all Works completed to date.
• The cost of materials ordered, procured, or specially sourced for your project that cannot reasonably be returned or reused.
• A reasonable proportion of any preparatory costs incurred.

Cancellation requests must be made in writing to support@nexurasolutions.co.uk. Verbal cancellations will not be accepted.

14. Liability

Nexura Solutions accepts liability for:

• Direct physical damage to the Property caused by the negligence of our Operatives in the course of Works.
• Defects in workmanship covered under the 12-month workmanship guarantee.
• Any death or personal injury caused by our negligence.

We do not accept liability for:

• Indirect or consequential losses, including loss of income, loss of use of the Property, or business losses.
• Losses arising from delays caused by circumstances beyond our reasonable control, including adverse weather, supply chain disruption, or statutory requirements.
• Damage to pre-existing defects or conditions that were not disclosed prior to Works commencing.

Our total aggregate liability under or in connection with these Terms shall not exceed the total value of the Works carried out under the relevant contract. Nothing in these Terms limits liability that cannot lawfully be excluded under applicable law.

15. Health, Safety, and Compliance

All Works are carried out in accordance with applicable health and safety legislation, including the Health and Safety at Work etc. Act 1974, the Construction (Design and Management) Regulations 2015, and all relevant industry standards including PAS 2030 and PAS 2035 where applicable.

You are responsible for ensuring that the Property is safe for our Operatives to access and that any known hazards — including asbestos, structural instability, or unsafe access — are disclosed prior to Works commencing. Where a hazardous material (such as asbestos) is discovered during Works, Works will be suspended until appropriate remediation has been confirmed. Additional costs associated with hazardous material management are not included within the original Quotation.

16. Data Protection

Nexura Solutions complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Your personal information is used solely for the purposes of delivering our services, processing payments, maintaining records, and communicating with you about your project. We do not sell your personal data to third parties.

For full details of how we collect, use, and protect your personal data, please refer to our Privacy Policy.

17. Complaints Procedure

We are committed to delivering a high standard of workmanship and customer service. If you are dissatisfied with any aspect of our Works or service, please contact us using the details in Section 19. We will:

• Acknowledge your complaint within 3 working days of receipt.
• Investigate your complaint thoroughly and respond with our findings within 14 working days.
• Where a defect in workmanship is confirmed, arrange for remedial works at no additional cost within a reasonable and agreed timeframe.

Where a complaint cannot be resolved directly, you may be entitled to refer the matter to an appropriate Alternative Dispute Resolution (ADR) scheme. Details will be provided upon request. For MCS-certified installations, the MCS consumer protection framework provides additional recourse.

18. Amendments to These Terms

We reserve the right to amend these Terms and Conditions at any time. Any amendments will be published on our website. For contracts already entered into, the version of these Terms in force at the time of contract acceptance will apply, unless you agree in writing to the updated Terms.

19. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

20. Contact Us

For all enquiries, complaints, or notices relating to these Terms, please contact us: