Installation Terms & Consumer Contract Overview

Last updated: 18th February 2026

Clear agreements. Defined protections. No surprises.

Glow Homes treats installation as long-term infrastructure. That means the legal and contractual side is handled with the same discipline as design and delivery.

This page provides a plain-English overview of how contracts, payments, cancellation rights, and protections work when you proceed with a Glow installation.

Full legal terms are always provided in writing before any commitment.

1. When a Contract Is Formed

A legally binding contract for installation services is only formed once:

A written agreement has been issued
The system design and scope are clearly defined
Both parties have signed the contract

Website content, marketing materials, and preliminary discussions do not constitute a binding offer.

Nothing proceeds without formal agreement.

2. What the Contract Includes

Your installation contract will clearly set out:

System design and specification
Scope of works
Installation responsibilities
Payment structure
Estimated timelines
Warranty terms
Cancellation rights
Complaints procedure

There are no hidden terms and no verbal-only agreements.

3. Cancellation & Cooling-Off Rights

Where a contract is entered into off-premises or at a distance, customers have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This typically provides a 14-day cooling-off period.

Full details of your cancellation rights — including how to exercise them — are provided in writing before you sign.

Glow does not use urgency tactics or time-limited pressure to secure commitment.

4. Payment Structure

Payment terms are confirmed in writing within your contract.

Typically:

A deposit is payable following signed agreement
Further payments are linked to defined project milestones
The balance is payable following installation and commissioning

No installation work proceeds without agreed written terms.

Payment stages reflect delivery progress — not arbitrary sales targets.

5. Deposits & Financial Protection

Deposit handling is governed by your written contract.

Where applicable, deposit protection and financial safeguards are structured in line with recognised consumer protection standards.

Details of how deposits are held and protected are provided before commitment.

6. Installation Standards & Compliance

Installations are delivered through appropriately qualified and accredited professionals working in accordance with:

Current UK electrical regulations (including BS 7671 where applicable)
Relevant Building Regulations
Applicable DNO notification requirements (G98 / G99 where required)

All required commissioning, certification, and documentation is provided upon completion.

7. Warranties

Your contract will clearly explain:

Manufacturer product warranties
Installation workmanship warranties
What is covered
What is not covered
How warranty support is coordinated

Glow remains your single point of contact for warranty coordination in accordance with agreed terms.

8. Aftercare & Ongoing Support

Installation is not the end of responsibility.

Following commissioning, you will receive:

System handover documentation
Monitoring access (where applicable)
A defined support contact

Glow remains accountable for coordinating support and resolving issues in line with agreed terms.

9. Complaints & Independent Resolution

Glow operates a structured complaints procedure.

If a concern arises:

We acknowledge complaints within 2 working days
We aim to provide a substantive written response within 14 calendar days
A Final Response will be issued where appropriate

If a complaint cannot be resolved directly — or if eight weeks have passed without resolution — independent dispute resolution may be available through the Renewable Energy Consumer Code (RECC), where applicable.

Full details of escalation routes are available on our Complaints Procedure page.

Nothing in your contract affects your statutory rights.

10. Limitation of Liability

Nothing in our terms limits or excludes liability for:

Death or personal injury caused by negligence
Fraud
Any liability that cannot be excluded under applicable law

Subject to this, liability is governed by the terms set out in your written installation contract.

11. Transparency & Governance

Glow Homes is the consumer-facing brand of Glow Collective Ltd, a company registered in England & Wales.

We operate under structured internal governance, defined installation standards, and recognised UK consumer protection frameworks.

Design comes first. Contracts come with clarity. Delivery follows discipline.