These Terms & Conditions apply to the EV Heroes Service, Maintenance & Care plan (“Service Plan”) provided by EV Heroes Ltd (“EV Heroes”, “we”, “us” or “our”) to domestic customers (“you” or “your”).
By purchasing the Service Plan, you agree to these Terms & Conditions.
The Service Plan
The EV Heroes Service, Maintenance & Care plan is designed to help maintain the safe and reliable operation of your EV charging equipment through regular inspections, testing, maintenance and support.
The Service Plan is available for eligible domestic EV chargers and does not require the charger to have been originally installed by EV Heroes, subject to an initial assessment and the charger being suitable for the service.
The Service Plan does not replace the manufacturer’s warranty or guarantee and does not provide cover for damage or faults that fall outside the scope of the Service Plan.
Annual Inspection
The Service Plan includes one annual inspection of your EV charging equipment and associated electrical installation.
The annual inspection may include:
– Visual inspection of the charger and associated hardware.
– Functional checks of relevant circuit switchgear.
– Functional checks of the EV charger and internal switchgear.
– Inspection for signs of moisture ingress to the charger.
– EV charging cycle testing.
– Voltage checks at the charger.
– Earth loop impedance (Zs) safety testing on the relevant circuit.
– Electrical Switchgear trip-time safety testing on the relevant circuit.
– Visual inspection for signs of overloading or overheating.
– Inspection and, where appropriate, tightening of accessible connections within the charger and associated switchgear.
– Connectivity checks for supported mobile-enabled or connected charging equipment.
– A maintenance report following the inspection.
The exact checks carried out may vary depending on the type, manufacturer, model and installation of the charger and associated electrical equipment.
Where an inspection identifies a potential safety issue, fault or defect, we will advise you of the issue and, where appropriate, recommend further remedial work.
Connectivity Checks
Where applicable, the annual inspection includes a connectivity check to help ensure that compatible connected or mobile-enabled charging equipment can communicate correctly with its associated services.
Connectivity can be affected by factors outside EV Heroes’ control, including mobile network availability, Wi-Fi, internet connectivity, manufacturer platforms, software updates and changes made by the charger manufacturer.
EV Heroes cannot guarantee continuous connectivity where the cause is outside our control.
Maintenance and Repairs
The Service Plan covers the inspection and maintenance services specifically described in these Terms & Conditions.
Where a fault or issue is identified, EV Heroes may carry out reasonable remedial work where this falls within the scope of the Service Plan.
Additional charges may apply where work is outside the scope of the Service Plan, including but not limited to:
– Additional electrical work.
– Remedial work required to bring an existing installation up to the required standard.
– Replacement parts not covered by a manufacturer’s warranty or guarantee.
– Replacement of equipment where the failure is not covered by the manufacturer’s warranty or the Service Plan.
– Damage caused by misuse, user error, vandalism or circumstances outside our control.
We will advise you of any additional charges before carrying out chargeable work, wherever reasonably practicable.
Replacement Parts
Where a replacement part is required and is covered by the relevant manufacturer’s warranty or guarantee, EV Heroes will, where authorised by the manufacturer, arrange or carry out the replacement in accordance with the manufacturer’s warranty terms.
Where a required replacement part is not covered by the manufacturer’s warranty or guarantee, additional charges may apply.
The Service Plan does not cover damage caused by:
– User error or misuse.
– Vandalism or deliberate damage.
– Accidental damage.
– Natural disasters or extreme external events.
– Electrical surges or other electrical events where appropriate protection has not been provided.
– Alterations or modifications carried out by someone other than EV Heroes or an appropriately qualified person.
– Other circumstances outside the reasonable control of EV Heroes.
Replacement Chargers
If an EV charger is found to be beyond economical repair, EV Heroes will assess the available options based on the manufacturer’s warranty, the condition of the equipment and the circumstances of the fault.
Where the charger is covered by a valid manufacturer’s warranty, EV Heroes may assist with the warranty claim and, where authorised by the manufacturer, arrange the replacement of the charger.
A replacement charger is not automatically included in the Service Plan where the failure or damage is outside the manufacturer’s warranty or the scope of the Service Plan.
Any replacement equipment or additional installation work that is not covered by the manufacturer’s warranty may be chargeable.
RFID Fobs
Where your charger uses RFID fobs, the Service Plan includes up to 10 replacement RFID fobs during each 12-month period, where replacement is required.
Additional replacement fobs beyond this allowance may be chargeable.
This provision applies only to compatible RFID fobs and does not cover other accessories or equipment.
Customer Support
Customers can contact EV Heroes during our normal business hours:
Monday to Friday, 8am to 5pm.
Email: hello@evheroes.co.uk
Telephone: 01257 826601
We aim to respond to reported issues within 24 hours during business hours.
Where appropriate and technically possible, we will carry out remote diagnosis and, where possible, remote resolution of reported issues.
If an issue cannot reasonably be resolved remotely, we aim to arrange for an engineer to attend within 72 hours to investigate the issue and determine the appropriate course of action.
The 24-hour response and 72-hour attendance periods are service targets and may be affected by circumstances outside our reasonable control, including parts availability, manufacturer support, network or connectivity issues, access to the property, severe weather, traffic, emergencies or other unforeseen circumstances.
Call-Out Charges: One call-out is included free of charge per annum. Any additional call-outs during the same annual period will be charged at £85.00 plus the cost of any parts required.
Access to the Property
You must provide reasonable access to the EV charger, associated electrical equipment and relevant areas of the property when an inspection, maintenance visit or repair is required.
If access is unavailable or an appointment cannot be completed for reasons outside EV Heroes’ control, we may need to rearrange the appointment.
Existing Installations
Where a charger was not originally installed by EV Heroes, the Service Plan does not automatically confirm that the existing installation complies with current electrical standards or regulations.
As part of the initial inspection and subsequent maintenance visits, EV Heroes may identify defects, non-compliant work or safety concerns relating to the existing installation.
Where such issues are identified, additional remedial work may be required before the charger can continue to be serviced or operated.
Any remedial work outside the scope of the Service Plan will be discussed with you before it is carried out.
Service Plan Price and Payment
The Service Plan is charged annually.
The advertised monthly equivalent is provided for information only and does not mean that monthly payments are available.
For example, a Service Plan advertised as equivalent to £8 per month is charged as an annual payment of £96.
The applicable price will be confirmed at the time of purchase.
The price of the Service Plan may change for future annual periods. Where applicable, you will be informed of any change before a new annual period begins.
Renewal
The Service Plan automatically renews every 12 months unless you cancel it before the renewal date.
Your annual payment will be taken using the payment method provided when you purchased the Service Plan.
We will provide reasonable advance notice of the upcoming renewal and the applicable renewal price before your next annual payment is taken.
If the price of the Service Plan changes, we will notify you of the new price before the renewal takes place.
You can cancel your Service Plan at any time before the next renewal date by contacting EV Heroes using the contact details provided in these Terms & Conditions.
Once an annual renewal payment has been taken, your new 12-month Service Plan period will begin, subject to any applicable statutory cancellation rights.
Cancellation
If you purchase the Service Plan online, by telephone or otherwise as a distance contract, you may have a statutory right to cancel within 14 days, subject to applicable consumer law.
If you ask EV Heroes to begin providing the Service Plan during this cancellation period, you may be required to pay for services supplied up to the point at which you cancel, where permitted by law.
Where the law provides a right to cancel, EV Heroes will provide the relevant cancellation information and procedure.
Nothing in these Terms & Conditions affects your statutory consumer rights.
Exclusions
The Service Plan is intended to provide preventative maintenance, inspection and support. It is not an insurance policy and does not provide unlimited repairs, replacement equipment or cover for every type of damage or failure.
The Service Plan does not cover:
– Damage caused by misuse or user error.
– Vandalism or deliberate damage.
– Damage caused by natural disasters or extreme external events.
– Damage caused by electrical surges where appropriate protection has not been provided.
– Unauthorised modifications or alterations.
– Defects in unrelated parts of the property’s electrical installation.
– Internet, Wi-Fi or mobile network services.
– Manufacturer subscription or software charges.
– Replacement equipment or parts that are not covered by the manufacturer’s warranty or the Service Plan.
– Work required because the existing installation does not meet applicable requirements.
This list is not intended to exclude any rights or remedies that you have under applicable consumer law.
Manufacturer Warranties
The Service Plan does not replace, extend or alter the manufacturer’s warranty or guarantee for your EV charger.
Where a fault may be covered by the manufacturer’s warranty, EV Heroes may assist with diagnosis and, where appropriate, the warranty claim process.
The final decision on whether a claim is covered by a manufacturer’s warranty rests with the relevant manufacturer.
Limitation of Service
EV Heroes reserves the right to decline or suspend Service Plan coverage where, following inspection, we reasonably determine that the equipment is unsafe, materially defective, inaccessible or unsuitable for continued maintenance under the Service Plan.
Where possible, we will explain the reason and discuss the available options with you.
Our Legal Responsibilities
Nothing in these Terms & Conditions excludes or limits any liability or rights that cannot legally be excluded or limited.
In particular, nothing in these Terms & Conditions affects your statutory rights as a consumer or EV Heroes’ legal obligations to provide services with reasonable care and skill.
Events Outside Our Control
EV Heroes will not be responsible for delays caused by circumstances outside our reasonable control, including severe weather, flooding, traffic disruption, industrial disputes, manufacturer delays, parts shortages, telecommunications or internet failures, power network issues or other unforeseen circumstances.
We will take reasonable steps to minimise the impact of such circumstances and resume the service as soon as reasonably practicable.
Complaints
If you are unhappy with any aspect of the Service Plan, please contact us:
hello@evheroes.co.uk
01257 826601
We will investigate your complaint and aim to resolve it fairly and promptly.
Changes to These Terms
EV Heroes may update these Terms & Conditions from time to time to reflect changes to the Service Plan, our business or applicable legal requirements.
Where changes materially affect an existing customer, we will provide appropriate notice where required.
Governing Law
These Terms & Conditions are governed by the laws applicable in the part of the UK in which you are resident, and any disputes will be subject to the jurisdiction of the relevant UK courts, subject to your statutory consumer rights.