Terms & Conditions

1. Introduction

1.1. These are the legal terms and conditions (the “Terms”) which apply to your purchase of service and or product with Go Zero Limited, a company registered in England with registered office at Unit 9 Crabtree Road, Egham Business Village, Egham, England, TW20 8RB, with company number 10627533.

1.2. Please read these Terms carefully and make sure that you understand them before purchasing any Go Zero products or service.

1.3. When certain words and phrases are capitalised in these Terms, they are defined terms with the meaning given in section 1.4 below.

1.4. In these Terms, when we refer to “Go Zero” or to “we”, “us” or “our”, we mean Go Zero Limited and, in relation to your purchase, the Go Zero. When we refer to “you” or “your”, we mean you as the buyer.

1.5. If a particular term in these Terms is invalid or inconsistent with any Applicable Law, the Applicable Law will apply, but the other terms will remain valid.

1.6. All orders must be made by someone over the age of 18.

1.7. Orders can be only made online.

2. When your order is confirmed

2.1. When you complete the order process with us, it is treated as an offer to contract with us. The offer is only accepted by us, and a contract formed, when we generate an Order Reference in our systems. If you try to book but for any reason this fails and does not generate a Order Reference, you will not have a valid order with us, in this instance you must contact our customer service team.

2.2. Your order reference will be displayed in your confirmation. Please check all the details carefully. You should contact us if anything is incorrect.

2.3. If you think you have made an order but have not received an order confirmation, please contact us.

3. Your installation includes (Standard)

3.1. One virtual survey at your designated address.
3.2. One installation at your designated address.
3.3. Fitting the charger on a brick or plaster wall or other suitable permanent structure.
3.4. Cable supplied up to 10 meters, fixed flush to the wall, from the consumer unit to the charger. Cable to be installed at a maximum height of 2m or what’s deemed safe by the installer.
3.5. Cable routed through 1 drilled hole in a wall up to 20 inches thick where required.
3.6. Cable not trenched or hidden behind walls, through joists, under flooring, aerial or underground.
3.7. Fitted in compliance with current wiring regulations BS7671 and Code of Practice for Electric Vehicle Charging Equipment Installation, 4th Edition.
3.8. Assumes there is adequate spare ways in the consumer unit or isolation switch after the energy meter to provide a safe isolation.
3.9. No civil works to be disturbed/ moved as part of the installation.
3.10. Requirements for installation will be assessed as part of a pre-installation visit.
3.11. If, after assessing, your installation falls outside these standard parameters and requires any additional parts or labour, we will provide you with a no-obligation quote outlining the additional requirements and potential costs. 3.12. We are unable run cable under floorboards or through ducting/ceiling voids/wall voids without a drawcord or if the floorboards have not been lifted. We can’t take responsibility for reinstating flooring or other building materials after the cable has been laid.
3.13. Our Installers reserve the right not to undertake work if it is considered unsafe to do so. This includes, but, is not limited to, unsafe equipment, working at height, lofts & crawl spaces.
3.14. In periods of extreme weather conditions where the Installer identifies it is not safe to complete the work, it may be required to suspend & rearrange the visit.
3.15. Requirements not shared as part of the pre-installation visit may lead to us being unable to complete the installation. 

3.16 Assumes that the current property complies to BS:7671 and that no remedial work is required to prior to the EV Charger installation.

3.17 Standard Installation applies in UK Mainland only.

4. Refunds for non-standard installations

4.1. If you installation does not meet our standard terms, and you wish to cancel your installation, we will provide a refund minus the cost of the site survey.

5. Shipment of your charger

5.1.1. We will ship your charger before your planned installation date.

5.1.2. The charger will be shipped to your designated install address.

6. Installation partners

6.1. We have our own nationwide installation team and will prioritise them for any domestic installation. 

6.2. We have access to a network of vetted qualified partners and reserve the right to authorise them to carry out the installation of your charger on our behalf.

6.3. We will share your personal information with our installation partners. This is limited for the purpose of completing your survey and installation only.

7. Cancellations of order/booking for certain behaviours

7.1. We reserve the right to cancel your Order connected to you, deny you or take other action to protect us and our systems, with or without prior notice to you, if:

7.1.1. The cardholder did not authorise or disputes the authorisation of the payment and/or claims that the Order or Booking is fraudulent.

7.1.2. We reasonably suspect that your order, or any information provided in relation to the order (whether provided by the cardholder) is fraudulent, deceptive, or inaccurate; and/or we reasonably suspect that the cardholder is connected to any fraudulent activity.

8. Payment & Refunds

8.1. Unless we tell you otherwise, you must pay in full at the time of making your order.

8.2. We will only pay refunds to you using the original payment method. If the original payment method is no longer available, we will refund to an alternative payment method in your name.

8.3. Refunds will normally be made in the original currency in which the order was made.

9. Warranty and Maintenance

9.1. Our home charger is covered by a comprehensive 3-year warranty.

9.2. In the event of a failure, you report this through our after-sales support email support@gozerocharge.com

9.3. In the email please quote the serial number, the date of installation and a brief description of the fault, our technical team will carry out an assessment and will contact you to get further details and if necessary, arrange a service visit.

9.4. Your warranty will be void if the unit is opened, modified, tampered with or repair is attempted by anyone other than a Go Zero appointed electrician.

9.5 Subject to contract and/or lease option, Go Zero will maintain publicly available chargers in accordance with said contract. Please note, third-party damage or misuse is not covered under warranty or maintenance and will be subject to a £75 call-out fee plus costs should the fault be deemed not under warranty or covered by the terms of the agreement.

10. Data Protection

10.1. We control the ways and the purposes for which your personal data is processed by us and we are the “controller” for the purposes of the data protection laws that apply to us, including EU Regulation 2016/679 (General Data Protection Regulation or GDPR).

11. Personal Data We Process

11.1. “Personal Data” means any information relating to an identified or identifiable natural person. We process the Personal Data outlined below.

11.2. Contact Information, such as name, address, email address, phone number, title.

11.3. Login Credentials to authenticate to a system or application, such as a username, password, email address, and security questions and answers, as well as records relating to access to and use of such systems and applications.

11.4. Purpose and Use of Data

11.5. Go Zero uses your Personal Data to manage your engagement with Go Zero, which may include:

11.6. Communicating with you.

11.7. Sharing Contact Information, such as name, address, email address, phone number, title to our installer.

11.8. Go Zero processes your Personal Data when there is a legal basis to do so, when:

11.8.1. Necessary to enter and perform under an agreement with you.

11.8.2. You consent to the processing.

11.8.3. The processing is required by applicable law.

11.8.4. We, or a third party, have a legitimate interest in using your Personal Data to provide a safe work environment or protect Go Zero against theft or fraud.

12. Disclosure to Third Parties

12.1. We may communicate about your order with the vendor, supplier, partner, or installer we are affiliated with. We engage service providers who may only process your Personal Data on our behalf and at our instructions and who are contractually bound by data protection and confidentiality obligations. Additionally, we may disclose your Personal Data as required or permitted by applicable UK law, for example, in connection with requests from governmental authorities.

13. Your Rights and Choices

13.1. You are generally free to decide whether to provide us with Personal Data, if you choose not to provide certain Personal Data you will not be able to enter into an agreement with us. For example, we will not be able to install your charger without your name and address.

14. International data transfers

14.1. Go Zero may transfer Personal Data of Individuals to countries other than the country in which the information was originally collected, including to the United States and the EU where our vendors are located.

14.2. We will only transfer Personal Data from to the United States or the EU in accordance with applicable UK data protection act.

15. Limitation of liability

15.1. In no event we will accept any liability for any loss, costs, or consequential damage due to the use and/or misuse of our hardware or software products except where this is caused by our negligence.

15.2. In no event will we accept any liability for any loss, costs, or consequential damage due to the aborted installation of a home charger where it is not safe or practical to install.

15.3. Our liability for any other losses won’t exceed the amount we charge you for your install, except for our liability for personal injury or death caused by our negligence and anything else where our liability can’t be limited by law.

15.4. You are liable for any costs incurred due to the supply of false, inaccurate or incomplete information to us in relation to the home charge grants.

15.5. Go Zero shall not be held liable for the minimum differences or inaccuracies that the customer may perceive in relation to the Product, with respect to the presentation published on the Website, particularly due to problems regarding the display of the Website, the quality of the photographic reproductions, incidents in the browser used by the Client, or similar.

15.6. Go Zero ensures that applies all the necessary measures to provide the customer with a faithful image of the commercialised Products.

16. Applicable Laws and Jurisdiction

16.1. These General Terms and Conditions shall be governed by the laws of United Kingdom without prejudice to the consumers and user’s protection laws that could result applicable.

17. Tariffs  

17.1 All transactions that are transacted through the Go Zero charge portal are subject to a Per Kw £0.05pence plus VAT fee. Please note; this fee does not apply to domestic charging that has no financial transaction attached.

17.2 It is your responsibility to set your own electricity tariff that includes the level of margin you require; for example: if your electric supply tariff is £0.037PpKWh, you set the tariff to £0.047PpKWh this would give you a margin of £0.10p Per KWh less any third-party handling fees (Stripe or Payter)

17.2 Withdrawing money from your account will attract a £1.00 Trolly fee (third party) per withdrawal; default payments are currently set to once per month.

18. Fault handling

18.1 All chargers are monitored for a communication heartbeat. This is sent every 60 seconds and transmits the status and any faults via the OCPP platform.

18.2 where applicable, the fault can be rectified with a remote firmware update. This will be carried out without consultation. There can be occasions when the charger must be reset, or the power supply interrupted. Our support team will support and guide you on this.

18.3 Should the fault continue, we will instruct the electrical engineer to attend to inspect and diagnose the fault. Replacing the unit free of charge within its warranty period. 

19. Fair Use Policy

19.1 We want our products to be used in a fair and responsible manner while respecting the rights of our company and others. To that end, we have established the following fair use policy:

19.2 Limitations on Use: Our products may only be used for their intended purpose and in accordance with any instructions or guidelines provided with the product. Any use of our products in a manner that could cause harm to people, animals, or property is strictly prohibited.

19.3 Intellectual Property: Our products are protected by copyright, trademark, and other intellectual property laws. Any unauthorized reproduction, distribution, or modification of our products is strictly prohibited.

19.4 Customer Reviews and Feedback: We encourage customers to provide feedback and reviews of our products, but we reserve the right to moderate or remove any reviews or feedback that are false, misleading, or defamatory.

19.5 Warranty and Liability: We provide a limited warranty for our products, but we are not responsible for any damages or injuries resulting from improper use or misuse of our products.

20. Complaints

20.1 Customers can make a complaint by contacting our customer service team by phone, email, or through our website. We will acknowledge receipt of the complaint within 24 hours and will provide the complainant with a reference number for their complaint.

20.2 We will investigate the complaint and aim to provide a response within 5 working days. If we cannot respond within this timeframe, we will update the complainant with the reason for the delay and an estimated timeframe for our response.

20.3 If a complainant is not satisfied with the initial response to their complaint, they can request that the complaint be escalated to a manager. If the complainant is still unsatisfied with the response, they can escalate the complaint to our complaints team, who will review it and provide a final response.

20.4 We will record and track all complaints received, including any relevant data about the complaint and the complainant. We will use this information to identify trends or patterns in complaints and improve our service.

20.5 We provide training and support to our customer service team to ensure they have the skills and knowledge required to handle complaints effectively.

20.6 Confidentiality and privacy: We will protect the confidentiality and privacy of the complainant and any personal information that is collected as part of the complaint process.

20.7 We are committed to resolving complaints in a fair and efficient manner, and we will use any feedback received to improve our service

20.8 Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached Energy Ombudsman is impartial and free to use. Energy Ombudsman can be contacted in the following way:
Name: Energy Ombudsman Website: www.energyombudsman.org
Email: enquiry@energyombudsman.org Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm) Post: Energy Ombudsman P.O. Box 966 Warrington, WA4 9DF