Cord domestic chargepoint T&Cs

 

These terms may have changed since you last reviewed them

 

Where to find information about us how to contact us

We are Cord Power Technologies Limited a company incorporated in England and Wales with company number and registered office address at International House, Colmore Row, Birmingham, B33AP. Our trading name is Cord. Our registered VAT number is 435 4183 02

You can contact us by telephoning our customer service team on 0330 102 5656 or by emailing us at hello@cord-ev.com.

If we have to contact you, we will do so by telephone or by writing to you at the email or postal address you provided to us during the order process.
In these terms when we use the term product this includes the EV charger goods and the services we provide when we carry out the site survey, apply for the DNO approval and install the EV charger at your property.

 

Our contract with you

We contact you to confirm we've received your order and after we have checked all the details, our acceptance of your order will take place when we contact you again to confirm we've accepted it. Once we have confirmed acceptance of your order, a contract will come into existence between us. If we cannot accept your order we will reject it.

If we are unable to accept your order, we will inform you of this and will reject your order(s). This might happen, for example, because a product is unexpectedly out of stock, because you are located outside our installation areas, as stated on our website or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

 

We charge you when we accept your order.

In relation to the electric vehicle charger element of our products, you will own it once we have received payment in full.

 

What we agree to do

During the order process, we will agree a site survey date with you. On that date we will collect information about your property that is relevant to the installation and correct functioning of the EV charger.
Following the completion of the site survey we will contact your DNO (Distribution Network Operator) to apply for permission to install the EV charger. Once we have received permission we will ask you to book in your installation date.
On the installation date we will install your EV charger at the installation property and following the installation we will provide you with the appropriate National Inspection Council for Electrical Installation Contracting certification document.
If the site survey shows that your property is unsuitable for installation or the DNO rejects our application to install an electric vehicle charger at your property, we will contact you to cancel your order as soon as possible and will refund any sums you have paid. The site survey report belongs to us.

Ongoing GSM connectivity costs are included in the price of any EV charger for the 3 years following installation.

We may charge you for GSM connectivity costs from the third anniversary of the EV charger installation at the then applicable prices, as set out on our website. Where we implement this charge, we will let you know via email. Where these charges are not paid, we have the right to suspend the GSM connectivity service. Please note that the EV charger can be connected to WiFi to maintain full functionality.
If you are using GSM connectivity, we may contact you in order to help connect the EV charger to WiFi. Where your data usage is excessive, we have the right to suspend the GSM connectivity.

 

Additional installation costs

It is a legal requirement to have gas/oil and water earth bonding in place with the installation of an EV charger. If we know you do not have this bonding we will tell you but we may not be able to determine this until the day of installation. If you do not have this bonding in place on the day of installation, we will install this for you and this will incur an additional charge which will be charged at the rate set out on our website. You will pay this charge during the booking process (where we know this is not in place) or otherwise within 7 days of our invoice.

If you don't make any payment to us when it's due and you still don't make payment within 48 hours of our reminding you that payment is due, we shall be entitled to suspend your use of the EV Charger until payment is made.

 

OZEV (Office for Zero Emission Vehicles) Grants

If you are applying for an OZEV grant it is your responsibility to ensure that you meet the requirements of the scheme as laid out on the OZEV website. If we suspect that the installation will not comply with the rules of the scheme we may pause your installation. If you disagree with this assessment you should provide us with additional information in support of your application which we may then pass to the DVLA/OZEV for pre-approval.  You are responsible for any costs incurred due to the supply of false, inaccurate, or incomplete information in relation to the OZEV grant scheme. If your application is unsuccessful or the grant ceases to be available we retain the right to invoice for you the Grant amount. If you don't make any payment to us when it's due and you still don't make payment within 48 hours of our reminding you that payment is due, we shall be entitled to suspend your use of the EV Charger until payment is made.

We pass on changes in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

 

We're not responsible for delays outside our control

If our supply of our products is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: www.cord-ev.com to end the contract and receive a refund for any products you have paid for in advance, but not received. We may charge you for the reasonable costs we have already incurred, for instance the costs of carrying out your site survey.

 

Products can vary slightly from their pictures

A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.

 

You're responsible for making sure the information you provide us is accurate

We may charge you additional sums if you don't give us information we've asked for about how we can access your property for delivery, installation or to provide services or if you don't do preparatory work for installation, as agreed with us. For example, we might need to reschedule services.

If you bought online, over the telephone or on your doorstep, you have a legal right to change your mind plus extra rights under our cancellation policy.

By placing an order with us, you confirm that you own the property or that you have the property owner’s permission for the installation of an EV charger. If this is untrue and the owner of the property requires removal of the EV charger and rectification of the property, you agree that you will be responsible for the costs of such removal and rectification and not us.

 

Your legal right to change your mind.

For most of our products bought online, over the telephone or on your doorstep, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

 

Our cancellation policy.

In addition to the legal rights to change your mind, you may cancel or move a booking for survey or installation services up to 48 hours before your scheduled booking. If you cancel a booking, we will take that as cancellation of the contract to supply products and services to you. If you move a booking, this will not cancel your contract with us. This cancellation policy does not affect your legal rights if there is something wrong with your product (for more on those rights see You have rights if there is something wrong with your product).

 

When you can't change your mind.

You can't change your mind about an order for:
• installation services, once these have been completed; and
• goods which are installed at the installation property identified in your order.

 

The deadline for changing your mind.

If you change your mind about a product you must let us know no later than 14 days after:
• the day we deliver your product, if it is goods, for example an EV charger but only in circumstances where we have not already installed it at your property.
• the day we confirm we have accepted your order, if it is for a service, for example the provision of survey services or EV charger installation services.

 

How to let us know.

To let us know you want to change your mind, contact our Customer Service Team through our website www.cord-ev.com.
You have to return the product at your own cost. If your product is goods, for example, an EV charger which has not been installed at your property, you have to return it to us within 14 days of your telling us you have changed your mind.
Returns are at your own cost. You can send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price.

For help with returns, see our Returns Process at www.cord-ev.com

We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time. We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can be contacted through our website at www.cord-ev.com and they can advise you on whether we're likely to reduce your refund.

 

When and how we refund you.

If your product is a service or goods that haven't been delivered or that we're collecting from you, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

 

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact our Customer Service Team via our website www.cord-ev.com. The terms of our product warranty are set out in the box below.

 

Product Warranty

Where a fault occurs with the goods supplied by us within a warranty period of 36 months from the date of installation (or date of supply where we do not install the goods), we will provide free technical repairs and/or replacements (at our option).

Our warranty covers both parts and labour and will be subject to the provisions set out on our warranty page.

 

We can change products and these terms

Changes we can always make. We can always change a product:
• to reflect changes in relevant laws and regulatory requirements;
• to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don't affect your use of the product; and
• to update firmware installed on your EV charger. We might ask you to install these updates.

 

Changes we can only make if we give you notice and an option to terminate.

We can also make the following types of change to the product or these terms, but if we do so we'll notify you and you can then contact our Customer Service Team via our website at www.cord-ev.com to end the contract before the change takes effect and receive a refund for any products you've paid for in advance, but not received:

Change to the dates of your site survey or installation.
Upgrading bonding or additional services and products to install the EV charger as agreed with you.

 

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:
• deal with technical problems or make minor technical changes;
• update the product to reflect changes in relevant laws and regulatory requirements; or
• make changes to the product (see We can change products and these terms).
We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we're going to suspend supply, for more than a month you can contact our Customer Service Team: www.cord-ev.com to end the contract and we'll refund any sums you've paid in advance for products you won't receive.

 

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:
• you don't book your installation within a reasonable time of us notifying you or you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, completion of actions required by the DNO;
• you don't on the date of your relevant booking allow us to carry out the site survey or deliver and install the EV charger to you.

 

We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
• Avoidable. Something you could have avoided by taking reasonable action. For example, damage or unavailability of your own product, which you could have avoided by following our advice to apply a free update to firmware or by ensuring that the product is connected to the internet at all times.
• A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

 

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: www.cord-ev.com

You have several options for resolving disputes with us

Our complaints policy.  Our Customer Service Team can be contacted at www.cord-ev.com.

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to The Electric Vehicle Consumer Code through their website at www.electric-vehicle.org.uk. EVCC does not charge you for making a complaint and if you're not satisfied with the outcome you can still go to court.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

 

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product or service. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.
You can only transfer your contract with to a new owner of the installation property. You can transfer the warranty we provide as set out above to a new owner of the installation property. We can require the new owner to prove their ownership of the property.

 

Nobody else has any rights under this contract.

This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.