Mr Solar Rescue Service
Membership Terms & Conditions
Effective Date: July 2026
These Terms & Conditions govern the Mr Solar Rescue Service provided by Mr Solar Ltd, Company No. 14128954 (“Mr Solar”, “we”, “our”, “us”). By purchasing a Bronze, Silver or Gold Rescue Membership, you agree to these Terms & Conditions.
1. About Mr Solar
Mr Solar Ltd provides maintenance, servicing, inspections, diagnostics, repairs and technical support for solar photovoltaic (PV) systems, battery storage systems, EV chargers and associated renewable energy equipment.
The Rescue Service is designed to provide ongoing maintenance and technical support. It is not an insurance policy, equipment warranty or emergency breakdown cover.
2. Membership Plans
Membership is available as:
- Bronze Rescue
- Silver Rescue
- Gold Rescue
The services included within each membership are those published on our website at the time of purchase.
Mr Solar reserves the right to improve or amend membership benefits provided the overall value of the membership is maintained.
3. Eligibility
Membership is available for:
- Domestic properties
- Commercial premises
- Agricultural properties
located within our operating area.
We reserve the right to decline membership where:
- The installation is unsafe.
- Equipment has been severely damaged.
- The installation does not comply with current electrical regulations.
- Parts are obsolete or unavailable.
- Access is unsafe.
4. Initial Rescue Inspection
For systems not originally installed by Mr Solar, an Initial Rescue Inspection may be required before membership benefits commence.
The inspection enables us to:
- Assess the condition of the installation.
- Verify equipment.
- Record serial numbers.
- Identify existing faults.
- Confirm system safety.
Existing faults identified during this inspection are excluded from membership until repaired.
5. Existing Faults
Membership does not cover faults that:
- existed before joining;
- were known but not disclosed;
- were identified during the Initial Rescue Inspection.
These faults will be quoted separately.
6. Membership Commencement
Membership begins once:
- payment has been received; and
- acceptance has been confirmed by Mr Solar.
Benefits cannot be backdated.
7. Annual Service Visits
Annual inspections are carried out by prior appointment.
Customers must provide:
- safe access;
- reasonable working space;
- suitable lighting;
- access to monitoring systems where applicable.
Lofts containing equipment must have safe flooring and access.
Mr Solar reserves the right to refuse unsafe working conditions.
8. Fair Usage
Telephone support, remote diagnostics and technical assistance are provided subject to fair usage.
Where support requests become excessive, unreasonable or unrelated to the covered system, we reserve the right to limit assistance.
9. Remote Monitoring
Remote support relies upon:
- working internet connection;
- compatible monitoring equipment;
- manufacturer cloud services;
- customer account access.
Mr Solar accepts no responsibility for failures caused by third-party servers or internet outages.
10. Firmware Updates
Firmware updates are only installed where approved by the equipment manufacturer.
Some manufacturers require remote authorisation before updates can be applied.
Mr Solar accepts no responsibility where manufacturers:
- refuse firmware updates;
- withdraw firmware;
- introduce software changes.
11. Priority Response
Priority attendance means your request will be scheduled ahead of non-members wherever reasonably possible.
Priority response is not a guaranteed same-day or next-day attendance.
Attendance remains subject to:
- engineer availability;
- weather conditions;
- parts availability;
- safe working conditions.
12. Labour Discounts
Membership labour discounts apply only to Mr Solar standard labour charges.
Discounts do not apply to:
- replacement equipment;
- materials;
- scaffold;
- access equipment;
- crane hire;
- third-party contractors;
- DNO charges;
- certification fees;
- manufacturer charges.
13. Warranty Assistance
Mr Solar will assist customers with manufacturer warranty claims where reasonably possible.
However:
- warranty acceptance remains entirely at the manufacturer’s discretion;
- manufacturers may refuse claims;
- replacement products may differ from the originals;
- warranty processing times are outside our control.
14. Included Labour (Gold Membership)
Gold Membership includes up to four (4) hours of labour per membership year for approved manufacturer warranty replacement work.
Additional labour is chargeable at the prevailing member rate.
This benefit excludes:
- scaffold;
- access equipment;
- replacement parts;
- roofing works.
15. Annual Health Report
Silver and Gold members receive an annual report detailing:
- system condition;
- inverter status;
- battery health;
- monitoring status;
- recommendations.
The report is advisory only and does not constitute a structural survey or guarantee of future performance.
16. Drone Inspections
Drone inspections are carried out where safe and legally permitted.
Operations are subject to:
- Civil Aviation Authority (CAA) regulations;
- weather conditions;
- flight restrictions;
- property access.
Drone inspections may be substituted with alternative inspection methods where flying is not possible.
17. Solar Performance
Solar generation varies according to:
- weather;
- shading;
- orientation;
- equipment age;
- temperature;
- customer electricity usage.
Mr Solar does not guarantee:
- annual generation;
- export income;
- electricity savings;
- battery performance.
18. Customer Responsibilities
Customers agree to:
- maintain internet connectivity where required;
- advise us of any modifications made to the system;
- provide safe access;
- report faults promptly;
- keep equipment accessible.
Failure to do so may affect membership benefits.
19. Unsafe Installations
If our engineers identify dangerous electrical conditions, we reserve the right to isolate affected equipment where necessary to protect persons or property.
Any remedial works will be quoted separately.
20. Exclusions
Membership does not include:
- replacement batteries;
- replacement inverters;
- replacement solar panels;
- roof repairs;
- structural repairs;
- storm damage;
- fire damage;
- flood damage;
- rodent damage;
- accidental damage;
- theft;
- vandalism;
- cosmetic defects;
- software subscriptions charged by manufacturers.
Unless specifically stated.
21. Membership Fees
Membership is payable:
- monthly by Direct Debit; or
- annually in advance.
Prices include VAT unless otherwise stated.
22. Cancellation
Monthly memberships may be cancelled after the minimum term by providing 30 days’ written notice.
Annual memberships are non-refundable after the statutory cooling-off period except where required by law.
Mr Solar may terminate membership immediately where:
- abusive behaviour occurs;
- payments are overdue;
- unsafe conditions prevent attendance.
23. Missed Payments
Membership benefits will be suspended where payments become overdue.
Benefits resume once outstanding payments have been received.
24. Transfer of Membership
Membership is linked to the property.
Subject to approval, memberships may be transferred to a new homeowner upon sale of the property.
25. Limitation of Liability
To the maximum extent permitted by law, Mr Solar shall not be liable for:
- indirect losses;
- consequential losses;
- loss of income;
- loss of export payments;
- increased electricity costs;
- business interruption;
- manufacturer delays;
- failure of third-party equipment.
Nothing in these Terms limits liability for death or personal injury caused by negligence or any liability that cannot legally be excluded.
26. Data Protection
We process personal information in accordance with UK GDPR and our Privacy Policy.
Customer data is used solely for providing services, managing memberships and meeting legal obligations.
27. Force Majeure
Mr Solar shall not be liable for delays caused by events beyond our reasonable control including:
- severe weather;
- flooding;
- fire;
- supply shortages;
- industrial action;
- government restrictions;
- pandemics.
28. Complaints
Should you be dissatisfied with our service, please contact us in writing.
We will acknowledge complaints within five working days and aim to resolve them promptly.
29. Governing Law
These Terms & Conditions shall be governed by the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the English courts.
Additional Membership Terms & Conditions
The following clauses should be read in conjunction with the Mr Solar Rescue Service Terms & Conditions and form part of the Membership Agreement.
30. Minimum Membership Term
All Bronze, Silver and Gold Rescue Service memberships are subject to a minimum initial term of twelve (12) months.
Membership commences on the date of acceptance by Mr Solar Ltd and receipt of the first payment.
The minimum term enables us to provide scheduled maintenance, priority support and long-term technical assistance while maintaining competitive membership pricing.
31. Membership Renewal
At the end of the initial 12-month term:
- Monthly memberships will automatically continue on a rolling monthly basis until cancelled.
- Annual memberships will automatically renew for a further 12 months unless cancelled before the renewal date.
Members will be notified in advance of any renewal where required by law.
32. Cancellation
Following completion of the initial 12-month term, members may cancel their membership by providing 30 days’ written notice by email or post.
Where a customer cancels before the expiry of the initial 12-month term, Mr Solar reserves the right to recover the outstanding balance of the agreed minimum membership period.
Membership benefits cease once the cancellation period expires.
33. Statutory Cooling-Off Rights
Customers purchasing memberships online, by telephone or away from our business premises have the right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where a customer requests services to commence during the cooling-off period and subsequently cancels, Mr Solar reserves the right to charge for any inspections, visits, labour or services already provided.
34. Joining Fee
Mr Solar may charge a standard Rescue Service joining fee.
This joining fee will be waived for customers committing to the minimum 12-month membership term, unless otherwise stated.
Where membership is cancelled during the initial term, Mr Solar reserves the right to recover any joining fee that was waived as part of the membership offer.
35. Initial Rescue Inspection
Where a solar PV or battery system was not originally installed by Mr Solar, an Initial Rescue Inspection may be required before membership is accepted.
The purpose of this inspection is to:
- Verify the installation is electrically safe.
- Record equipment details.
- Assess system condition.
- Identify any existing faults.
- Confirm compatibility with the Rescue Service.
The inspection fee is payable separately unless included as part of a promotional offer or Gold membership.
36. Existing Fault Exclusion
Membership is intended to provide ongoing maintenance and support.
It does not cover:
- faults existing before membership commenced;
- faults identified during the Initial Rescue Inspection;
- previously undisclosed defects;
- faults resulting from unauthorised modifications.
Existing faults must be repaired separately before Rescue Service benefits apply to those components.
37. Rescue Membership Is Not Insurance
The Mr Solar Rescue Service is a preventative maintenance and technical support membership.
It is not:
- Home insurance
- Equipment insurance
- A manufacturer’s warranty
- An extended warranty
- A guarantee against equipment failure
- A replacement product scheme
Membership provides maintenance, inspections, technical support and member benefits only.
38. Annual Service Entitlement
Membership includes one scheduled annual inspection or service per membership year (where included within the selected package).
Unused annual inspections:
- cannot be exchanged for cash;
- cannot be carried forward into future years;
- are forfeited if membership is cancelled.
Appointments remain subject to engineer availability.
39. Response Times
The following response targets apply during normal working hours and are subject to engineer availability, weather conditions and safe access.
Bronze Rescue
Target response:
Within five (5) working days
Silver Rescue
Target response:
Within three (3) working days
Gold Rescue
Priority target response:
Within one to two (1–2) working days
These response times are targets only and are not guaranteed.
Emergency situations involving electrical safety may be prioritised ahead of routine maintenance visits.
40. No Call-Out Charge Benefit
Where included within the selected membership level, the first emergency attendance each membership year will not incur Mr Solar’s standard call-out charge.
This benefit:
- does not include labour;
- does not include replacement parts;
- does not include specialist access equipment;
- does not include scaffolding;
- is limited to one attendance per membership year unless otherwise stated.
41. Membership Rewards
To reward customer loyalty, Mr Solar may offer additional benefits to long-standing members, including:
After 3 Years
- Complimentary thermal imaging inspection (where appropriate).
After 5 Years
- Complimentary drone roof inspection.
After 10 Years
- Lifetime Priority Member status (subject to continued membership) and enhanced member discounts.
These rewards are discretionary and may be amended or substituted by Mr Solar with equivalent benefits.
42. Membership Transfer
Membership is linked to the registered property rather than the individual customer.
Where a property is sold, the membership may be transferred to the new owner with the written approval of Mr Solar.
Mr Solar reserves the right to inspect the installation before approving a transfer.
43. Annual Price Review
Mr Solar reserves the right to review membership prices annually.
Members will receive not less than 30 days’ written notice of any change to membership fees.
Any revised pricing will apply from the next renewal date and will not affect the remainder of any prepaid membership period.
44. Abuse of Membership
Membership is intended for genuine maintenance and technical support.
Mr Solar reserves the right to suspend or terminate membership where:
- abusive or threatening behaviour occurs;
- fraudulent claims are made;
- unauthorised modifications compromise system safety;
- payment obligations are not met;
- our engineers are refused safe access.
No refund shall be due where membership is terminated for breach of these Terms & Conditions.
45. Entire Agreement
These Terms & Conditions, together with the membership confirmation, website service descriptions and Privacy Policy, constitute the entire agreement between Mr Solar Ltd and the member in relation to the Rescue Service.
No verbal representation shall override these Terms unless confirmed in writing by a Director of Mr Solar Ltd.
Contact Details
Mr Solar Ltd
Beacon Innovation Centre
Camelot Road
Gorleston-on-Sea
Great Yarmouth
Norfolk
NR31 7RA
Telephone: 01603 394104
Email: info@mrsolarpv.co.uk
Website: www.mrsolarpv.co.uk
Company Registration No. 14128954
MCS Certified • NAPIT Approved • HIES Registered • Norfolk Trusted Trader