Terms of service

1. Acceptance of these terms

These terms govern your use of solar-tech-support.co.uk and any services you book or buy from us. By submitting a form, booking a diagnostic, or otherwise engaging us to do work, you accept these terms.

If you do not accept these terms, please do not use this website or our services. These terms do not affect your statutory rights as a consumer.

2. Who we are

This website and the services described on it are operated by RVTC LTD, trading as STS Solar Tech Support. We are a company registered in England and Wales, company number 16980210. Our registered office is 139 Barnsley Road, Cudworth, Barnsley, S72 8UT, United Kingdom. You can contact us at hello@solar-tech-support.co.uk or 07944 877 329.

We carry public liability insurance with cover of £5,000,000.

3. What we do

STS Solar Tech Support provides independent diagnostic, repair, troubleshooting, technical-support and decommissioning services for solar PV and battery storage systems. We work on systems installed by other companies — we are not affiliated with any manufacturer, installer network, distribution channel or retailer unless explicitly stated.

We do not sell new solar installations under the STS Solar Tech Support brand. New installations are offered by our sister brand, Alectrona Solar.

4. Pricing — no fix, no fee

Our pricing model is published in plain English on the pricing page.

• Remote diagnostic (RD-01): Free if we cannot resolve your fault remotely. from £75 if we do resolve it remotely (the "remote fix" rate).
• On-site repair (OS-01+): a minimum of £245 per visit; complex jobs quoted in writing first.
• Emergency on-site (EM-01 / EM-02): £295 business hours, £449 out-of-hours.
• Decommissioning, remove-&-reinstall, audits, takeovers: quoted per system after a free scoping call.
• Solar Health Plan (HP-01 / HP-02): £10/month Standard or £15/month Plus, billed monthly, cancel any time.

Any work outside the agreed scope is quoted in writing before we proceed. No work is carried out without your sign-off, except for genuinely emergency safety isolation where we will inform you immediately afterwards.

5. Quotes and acceptance

Written quotes are valid for 30 days unless stated otherwise. A quote becomes a contract when you accept it — either by replying to confirm acceptance, by paying a survey or deposit fee, or by booking a date for the work. From that point the agreed scope and price applies.

If the on-site work reveals scope we could not see at scoping time (hidden water damage, additional faults, components needing replacement that were not obvious remotely), we stop and quote the additional work in writing before proceeding.

6. Payment

Unless otherwise agreed in writing, invoices are payable within 7 days of issue for consumers and 30 days for commercial clients. We accept bank transfer (preferred), debit card via Stripe payment link, or other methods on request. We do not currently accept cash or cheque.

Late payment is subject to statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable. We may suspend further work and withdraw access to monitoring portals we maintain on your behalf for accounts in arrears.

7. Your responsibilities

To get a useful service from us, you agree to:

• Give us accurate information about your solar system — brand, age, fault symptoms, monitoring access
• Provide reasonable access to the property on the agreed visit date
• Follow our written safety advice and not attempt to open inverter or battery enclosures yourself
• Tell us promptly if circumstances change (system has worsened, third party has done work since we quoted)
• Keep your contact details up to date so we can respond to your enquiry

8. Technical advice and DIY guidance

The pages on this website contain general technical guidance for solar PV and battery systems. This guidance is based on our diagnostic experience and is intended to help you understand your system. It is not a substitute for a site-specific diagnostic by a qualified engineer.

Solar electrical systems involve high DC voltages and stored chemical energy. Do not open inverter or battery enclosures, do not work on the DC side of the system, and isolate from the consumer unit if you smell burning, see arcing, or notice any sign of fire risk. In an emergency, call 999.

9. No guarantee of remote-only resolution

Our remote diagnostic identifies the most likely cause of a fault and resolves it where the fault is software, settings, firmware or monitoring-related. We cannot guarantee that any specific fault can be resolved without an on-site visit. Where on-site work is required, we say so during the diagnostic and quote it before proceeding.

10. Cancellation and rescheduling

For consumer bookings paid online, the Consumer Contracts Regulations 2013 give you a 14-day right to cancel from the day of agreement, except where you have asked us to start work within that window. If you ask us to start within the cancellation window and we have begun, you may still cancel but are liable for the work already done.

To reschedule, please give us as much notice as possible. Site visits cancelled less than 24 hours in advance may be charged at half the agreed rate to cover the engineer's reserved time.

11. Workmanship warranty

We warrant our own workmanship for 12 months from the date of the work, against defects in our installation, configuration or repair. The warranty covers correction of the original work; it does not extend to unrelated faults, damage caused by third-party intervention since our visit, or hardware covered by manufacturer warranty (which we will help you claim separately where applicable).

12. Limitation of liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be limited or excluded by English law.

Subject to that, our total liability arising out of or in connection with any service we provide is limited to the fee paid for that service. We are not liable for indirect or consequential losses (loss of profit, loss of generation income, loss of FIT or SEG payments) arising from the work, unless caused by our negligence.

13. Data and privacy

How we handle your personal data is described in the privacy policy.

14. Intellectual property

All content on this website — text, guides, photography, diagrams, brand marks — is owned by RVTC LTD or licensed to us. You may share short excerpts with attribution and a link back to the source page. You may not republish substantial portions, train machine-learning models on the content commercially without permission, or claim authorship of our material.

15. Third-party links

This website contains links to manufacturer documentation, third-party tools, regulatory bodies, and other external resources. We are not responsible for the content, availability or policies of external sites.

16. Changes to these terms

We review these terms at least annually. Material changes are highlighted on this page when they happen. Continued use of our services after a change indicates acceptance of the updated terms.

17. Governing law

These terms are governed by the laws of England and Wales. Any dispute is subject to the exclusive jurisdiction of the courts of England and Wales.

18. How to contact us

To accept a quote, ask about a clause in these terms, raise a complaint, or arrange anything else:

• Email: hello@solar-tech-support.co.uk
• Phone: 07944 877 329
• Post: 139 Barnsley Road, Cudworth, Barnsley, S72 8UT, United Kingdom

We aim to acknowledge complaints within 5 business days and resolve them within 30 days.