The terms, in plain English.

1. Who we are

Dual Electrical Services, Unit 17, Flemington Road, Glenrothes KY7 5QF. VAT number 433 564 594. Email solar@dualelectricalservices.co.uk, phone 07860 784882. We are NAPIT registered, MCS certified through NAPIT for solar PV and battery storage, TrustMark registered and a member of the Renewable Energy Consumer Code (RECC).

2. What DUAL Care is

DUAL Care is a service agreement. For a fixed monthly or annual fee we carry out the scheduled inspections and tests set out for your plan, give you written reports, book your work as priority, and charge our member labour rate when you ask us to do other work.

This is a service agreement. It is not a contract of insurance and it is not regulated by the Financial Conduct Authority. We do not promise to repair or replace anything at our cost. Repairs, parts and replacement equipment are always quoted and charged separately, whatever caused the fault.

3. The plans

The plans, what each annual visit includes and the current prices are on the DUAL Care page, and the version you join on is confirmed in your welcome pack. Today they are:

• DUAL Care Electrical: £11 a month, or £121 a year.
• DUAL Care Solar & Battery: £18 a month, or £198 a year.
• DUAL Care Solar: £14 a month, or £154 a year.
• DUAL Care EV: £8 a month, or £88 a year. £4 a month when added to another plan.
• DUAL Care Complete: £29 a month, or £319 a year.
• DUAL Care Landlord: £12 a month per property, or £132 a year.

All prices include VAT at the current rate.

4. What is included

• One scheduled visit a year for each plan you hold, including the items listed for that plan, carried out by a qualified engineer during our normal working hours.
• A written report for each inspection within seven days of the visit, and a copy kept with your job record.
• For plans that include it, a full Electrical Installation Condition Report (EICR) once in every five years of membership. Your first included EICR is carried out once you have been a member for twelve months, or sooner for a landlord who needs one (see section 10 for what happens if you then leave early).
• For solar and battery plans, a review of your monitoring portal twice a year, where you have given us access, with a message if the system appears to be offline or under-performing.
• Priority booking as described in section 7.
• Our member labour rate as described in section 8.
• The plan discounts listed in your welcome pack: today, 10% off parts and materials on any work we do for you, 15% off panel cleaning and bird-proofing on the solar plans, and £100 off a battery upgrade or additional battery on the solar and Complete plans. They change only as section 11 allows.

5. What is not included

• Putting faults right, whatever their cause. Every repair, part, consumable and replacement item is charged at the member rate and quoted in writing before the work, except a minor item we can put right during a visit, which is charged at the member rate for the extra time with your agreement on the day.
• Panel cleaning, bird-proofing, scaffold, access equipment beyond a ladder, and any work at height that needs more than a ladder.
• Visits outside our normal working hours, which are priced separately by arrangement.
• Anything a manufacturer's warranty would ordinarily supply. We will help you make a warranty claim, but where a manufacturer has stopped honouring its warranties we cannot supply parts on its behalf.
• Losses that follow from a fault, such as lost generation or export income.

6. Joining, when the agreement starts, and systems we did not install

You ask to join by completing the form on the DUAL Care page, by phone or in writing. The form is a request, not an order, and nothing is owed until we confirm. We confirm the plan, the price and the start date in a welcome pack sent by email, or on paper if you ask or if you joined at an installation handover. Your agreement starts on the date of that confirmation, and the 14 days in section 10 run from it.

If we installed your system, your first annual visit is booked within the first three months. If we did not, the first visit is an acceptance inspection at the plan price: if the system passes, your membership continues; if it has faults that need work first, we quote them at the member rate and you can either have the work done or cancel with a full refund of anything you have paid. Repairs to another installer's work carry our two-year workmanship guarantee on that repair, not on the original installation.

A new installation by us includes the matching plan for twelve months from commissioning at no charge. That period is the first term. The plan then continues month by month at the published price unless you tell us before it ends that you do not want it.

7. Priority booking

Members go ahead of non-members in our diary, and DUAL Care Complete members are booked ahead of other members. A fault reported by 2 pm on a working day is seen the next working day. No power or a burning smell reported before noon on a working day is seen the same day. These are the standards we work to and we will always tell you if we cannot meet one; they are not a promise that every fault can be fixed at the first visit, because parts sometimes have to be ordered. If something is dangerous, switch it off and, if there is a risk of fire, call 999 first.

8. Member rate for other work

While your membership is current, labour on any call-out, repair, upgrade or additional inspection we carry out at the property is charged at £40 an hour including VAT, with a minimum of 1 hour, and no call-out premium. Non-members pay £59.99 an hour on a call-out and £50 an hour for booked work. Parts and materials are charged at 10% off the price we would quote a non-member. General electrical work expected to take more than two hours, or to need parts above £100, is quoted in writing first. Any work on a solar PV or battery system is set out in a written quotation first, as the RECC Code requires.

9. Paying

• Monthly plans are paid by standing order on the same date each month, in advance. Annual plans are paid by bank transfer in advance and charge 11 months for twelve. We will offer Direct Debit when it is available and tell you first.
• We send the payment details in your welcome pack. We never ask for card details by phone.
• If a payment is missed we will let you know and give you 14 days to put it right. While a payment is outstanding, priority booking and the member rate are paused. If two consecutive payments are missed we may end the agreement in writing.

10. Length, renewal and cancelling

• Cooling off. You can cancel within 14 days of the date your agreement starts (section 6), for any reason, by email, phone, letter or the form at the end of this page, and we refund everything you have paid. If you ask us in writing to start the plan and carry out a visit within those 14 days and then cancel, you pay a fair proportion for what has been done.
• First term. The first term is twelve months from the start date. It then continues month by month.
• Leaving. After the first term you can leave at any time with 30 days' notice. If you paid annually we refund the unused whole months.
• Early leavers and the included EICR. If we have carried out an included EICR and you leave within twelve months of it, we charge the difference between its standalone price (from £200) and the plan fees you have paid by then, so that nobody joins for a cheap EICR and leaves. The same rule applies whether you pay monthly or annually.
• Reminders. We remind you before each renewal, and at least every six months, of what you are paying and how to cancel.
• Safety findings. If a report finds a dangerous item (a C1 or C2 on an EICR, or the equivalent on another report) and it is not put right within 30 days, by us or by anyone else, we may suspend the annual visit and priority booking until it is. If it is still outstanding after 90 days we may end the agreement with a refund of the unused whole months.
• By us. We can end the agreement with 30 days' written notice, with a refund of anything paid for the period after that date, or as set out above for missed payments and safety findings.

11. Prices and changes

Your price is fixed for the first term. We may change prices, plan contents or plan discounts at a renewal date only, with at least 30 days' written notice, and you may cancel before the change takes effect. If the rate of VAT changes, prices change by that amount from the date it applies.

12. Visits, access and safety findings

• We agree visit dates with you and give an arrival window. Someone over 18 must be present. If we arrive as agreed and cannot get in, we rebook once at no charge; a further missed visit is charged at the member rate for one hour.
• If we have not carried out your annual visit within twelve months of the start date or of the last visit, for any reason other than lack of access, you may either have it done in the following month or cancel with a refund of that year's fee.
• Roof-level inspections are made from the ground or from a ladder where it is safe to do so. We do not use scaffold on plan visits.
• If a visit finds something dangerous we tell you at once, make it safe where we can, and quote the remedial work at the member rate. You are free to use another contractor. If nobody puts it right, section 10 applies.
• Reports describe the condition of the installation on the day. They are not a warranty of future performance.

13. Moving house

If you sell the property, the new owner may take over the agreement and its reports on the same terms for the rest of the first term and then month by month, at no cost. If you let the property, the agreement stays with you as owner. Tell us and we will write to the new owner.

14. Monitoring access and your data

For solar and battery plans we ask for viewer access to your monitoring portal so we can review the system remotely. We use it only for the purposes of this agreement and remove it when the agreement ends. How we look after your details is set out in our privacy notice.

15. Our responsibility

We carry out every visit with reasonable care and skill and hold public liability insurance. If we get something wrong we put it right at no cost. We are not responsible for losses that are not a foreseeable result of our breach, or for lost generation, export income or business losses. Nothing in these terms limits our liability for death or personal injury caused by our negligence, or anything else the law does not allow us to limit.

16. Complaints

Tell us first: solar@dualelectricalservices.co.uk or 07860 784882. We acknowledge within two working days and reply in full within ten working days. If you are not satisfied, complaints about solar, battery or other renewable work can go to Green Homes Dispute Resolution, the RECC-appointed dispute resolution body, at ghdr.org.uk, and MCS-related complaints to the MCS scheme's resolution provider; both are free to you. For electrical-only work we will tell you in our final response whether an alternative dispute resolution body is available.

17. The law

This agreement is governed by the law of Scotland and the Scottish courts. Nothing in it takes away rights you have under the Consumer Rights Act 2015 or any other law.

Cancellation form

You only need this if you want to cancel within the 14 days in section 10, and you can use an email or a phone call instead. A copy is in your welcome pack.

Version 1.1, 23 September 2026. Earlier versions are available on request.