System upgrade terms

We are Spark Energy UK Ltd, trading as Spark, registered in England and Wales under company number 14381786. Our registered address is St. Pegs Mill, Thornhill Beck Lane, Brighouse, England, HD6 4AH.

Contact us on 0330 818 7273 or at help@sparkhome.co.uk. For cancellations, use cancellations@sparkhome.co.uk; for complaints, use complaints@sparkhome.co.uk. You may also write to our registered address.

These terms cover the supply and installation of additional battery storage, an EcoFlow Gateway, or both, ordered through our upgrade portal for an existing Spark domestic installation. The portal is for consumers buying mainly for personal use. No customer account, new subscription or finance agreement is required.

Your upgrade is a separate contract comprising these terms, your accepted upgrade order and any other documents expressly included in that order. Spark’s general terms for new solar and battery installations are not incorporated into this upgrade contract. We will supply a dated copy of these terms with your accepted order; later website changes do not alter that agreement.

Your original installation contract, certificates, guarantees and existing rights remain in place. This purchase does not restart their duration or automatically extend them to new equipment. Nothing in these terms limits your statutory consumer rights.

You can review and correct your selections before paying. Submitting an order is your offer to buy the goods and installation shown at checkout. Our automatic acknowledgement and payment receipt confirm receipt of your order and payment; they are not acceptance of the proposed installation.

We will contact you within two working days of successful payment to confirm and book installation, or discuss missing information, concerns or additional work. Working days are Monday to Friday, excluding public holidays in England and Wales. This is a commitment to contact you, not to complete installation within two days.

We accept your order by sending a separate acceptance email after reviewing your installation details and photographs and agreeing any necessary changes. The email will identify the equipment, work, price and delivery or installation arrangements, and include the terms and cancellation information in a form you can keep.

You may withdraw before acceptance without charge. If you withdraw, we cannot accept your order, or you decline a revised proposal before acceptance, we will refund everything you have paid without undue delay and within 14 days. Reviewing your checkout information and photographs carries no separate charge.

Your accepted order identifies the battery model, quantity and warranty option, any Gateway, and any mounting conversion or relocation. The battery options are EcoFlow OCEAN 2 5 kWh and 8 kWh modules. Capacity comparisons use those advertised sizes; kWh describes stored energy, while kW describes inverter output. Price-per-kWh comparisons exclude a Gateway and separately priced mounting or relocation work.

We will confirm compatibility, mounting, clearances and any required firmware before installation. For the single-phase configurations offered here, retaining original PowerOcean batteries limits the upgraded system to four battery modules; an OCEAN 2-only system may have up to six. Wall mounting is limited to three modules. You may buy up to three additional batteries in one order, subject to the remaining capacity. The inverter is not counted as a battery.

Our online Gateway offer requires a 5 kW or 6 kW EcoFlow PowerOcean or OCEAN 2 inverter. A 3.68 kW inverter is not eligible for this offer. Contact us about other equipment or anything you cannot identify; Duracell and Solis upgrades are arranged directly with the office.

Gateway backup is limited by the agreed design, inverter output, available battery charge and household demand. We will identify any circuits or loads excluded from backup before acceptance. Buying a Gateway does not guarantee that every appliance can run together or that backup will last for a particular period.

We will not substitute materially different equipment or add another inverter, battery arrangement or chargeable work without your express agreement in writing.

Please take reasonable care to provide accurate contact and installation details, including your current equipment, battery count, mounting and any need to move it. Your original Spark reference is optional. Tell us promptly if anything changes.

A current installation photograph is required. Gateway orders also require readable inverter-label and consumer-unit photographs. Relocation requires a separate photograph of the proposed position. Show the equipment and surrounding space, without people, personal documents or unnecessary information. Do not remove protective electrical covers to take photographs.

We may request more information or a survey before acceptance. Your answers and photographs help us assess the work; they do not transfer our responsibility for technical suitability, safe design or competent installation to you. You must have authority to authorise work at the property and obtain any owner, landlord or other property permission required from you.

The checkout shows the total price for your address and selected work before payment. It includes delivery, the installation described in your order and any applicable VAT. Your SparkCare+ price already includes the stated 15% discount; we do not deduct a second discount at payment. Any optional floor-mount conversion or system relocation is included in the displayed total when selected or required.

You may pay either a 10% deposit or the full price through Stripe Checkout. If you choose a deposit, the remaining 90% is due when the agreed installation is completed, tested and ready for its agreed use. We will issue a Sage invoice with a secure Stripe payment link. We will not automatically charge the balance to your card.

If you pay in full, there is no further balance for the agreed work. Neither a deposit nor full payment is automatically non-refundable. The cancellation and refund provisions below apply to both options.

Any additional work or price change requires your express agreement in writing before we proceed. We will not treat silence as agreement, impose an unspecified charge or charge your card automatically for extras. Nothing in the payment arrangements removes your legal rights if the goods or work are defective.

We will confirm installation arrangements with you. Unless a different delivery period is agreed, goods will be delivered without undue delay and within 30 days after acceptance. Installation will be completed by the agreed date or, if no date is agreed, within a reasonable time. Tell us before acceptance if a particular deadline is essential.

We will explain the access, preparation and any temporary interruption to your electricity supply needed for the work. Please provide safe access at the agreed time and tell us about restrictions or relevant property conditions. We will take reasonable care of your home, leave the work safe, remove installation waste and provide the relevant operating and handover information. We remain responsible for work carried out by installers acting for us.

If we identify a safety concern or need for a material change, we will explain the proposed solution, price and timing. We will not install an unsafe arrangement. If a material change needed to deliver a suitable upgrade cannot be agreed, you may cancel the order without penalty and receive a refund of the payments made for it.

We will tell you promptly about delays, take reasonable steps to reduce their effect and agree revised arrangements. References to estimated dates or events outside our control do not remove your legal rights concerning delay, cancellation or refunds.

You may cancel without giving a reason from acceptance until 14 days after the day you, or a person you nominate other than the carrier, receives the goods. If items from one order are delivered separately, the period runs from receipt of the last item. Any later cancellation deadline required by law also applies. Before acceptance, you may withdraw as explained in section 3.

This is a supply-and-install contract. The cancellation period is linked to receipt of the goods; it does not automatically expire 14 days after payment or when installation is completed.

Tell us clearly that you wish to cancel by email, telephone, post or another clear statement using the details in section 1. You may use the form at the end, but do not have to. You do not need an account, a reason or an original reference number. It is sufficient to send your cancellation before the deadline.

After the change-of-mind period, contact us if you wish to cancel. Any amount we may fairly retain or claim must reflect our actual net loss, taking account of costs saved and reasonable steps to reduce that loss. There is no automatic forfeiture of your deposit or entitlement to the full contract price. This does not affect cancellation or other remedies available because of a fault, delay or breach by Spark.

Placing an order, paying, accepting these terms or sending photographs is not an express request to start chargeable installation during your cancellation period. If you want an early start, we will obtain a separate express request and explain the service charge or calculation before you decide.

If you expressly request an early start, receive the required information and then cancel, you may have to pay a proportionate amount for services actually supplied before you told us, where the law permits. We will give an itemised explanation. This is not an automatic charge for the whole installation or the whole order. Starting or completing installation does not, by itself, remove your cancellation right for the goods.

If you cancel under your statutory right to change your mind, the following collection and refund arrangements apply. Contact us to arrange safe removal and collection of equipment supplied under the cancelled order. Do not disconnect installed electrical equipment yourself or send batteries by ordinary post. We will arrange appropriately qualified personnel and leave the affected installation safe.

You will only be charged direct collection or removal costs that were clearly disclosed and agreed before you ordered, including a reasonable maximum estimate where an exact cost could not be calculated, and that can lawfully be charged. If we have not provided the required information, we will bear those costs. Selecting relocation does not agree a cancellation-removal charge.

Where we arrange collection, or no goods have been supplied, we will refund without undue delay and within 14 days after you tell us you are cancelling. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee, and include any standard delivery charge paid.

Deductions are limited to lawful amounts for services under section 9, agreed and lawful direct collection or removal costs disclosed as above, and any legally permitted reduction for actual loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. We will explain and evidence any deduction. Installation does not automatically make equipment non-returnable. There is no automatic administration, restocking, payment-processing or cancellation fee.

Cancellation of the battery purchase also cancels an associated warranty extension bought through us; registration alone does not make the extension price non-refundable. These change-of-mind provisions do not make you pay costs that we must bear to remedy faulty goods, defective installation or another breach of your rights.

The equipment must be as described, of satisfactory quality and fit for purpose, and we must install it with reasonable care and skill. Contact Spark about a fault or concern. We remain responsible as your supplier and installer; a manufacturer’s warranty or decision does not replace your rights against us. Legal remedies may include repair, replacement, repeat performance, a price reduction or a refund, depending on the circumstances.

The new 5 kWh OCEAN 2 battery carries EcoFlow’s conditional 15-year product warranty. For an 8 kWh OCEAN 2 battery, your order records either the standard 10-year cover or 15-year cover including the five-year extension. If you purchase the extension, we will arrange it and provide confirmation.

The EcoFlow Gateway (Single-Phase) carries a conditional 10-year manufacturer warranty. Battery warranties have the following time, throughput and usable-energy limits under EcoFlow’s current policy; the time or throughput limit applies first.

EcoFlow’s warranty begins on activation or commissioning, or nine months after production, whichever is earlier. We will not provide equipment with less than the advertised remaining cover without explaining this and obtaining your agreement before you order. Its policy requires internet connectivity for critical updates and states that more than one year disconnected reduces coverage to five years from original activation. Where you buy an 8 kWh warranty extension, we will purchase and activate it within the required 12 months of warranty start and give you confirmation.

We will make the applicable manufacturer policy available before you order and supply the fixed version applying at purchase with your order documents. It explains the operating conditions, calculation of usable energy, exclusions and other limits. Later changes to EcoFlow’s online policy do not replace the warranty terms supplied for your purchase.

A stated cell life of up to 10,000 charge cycles is not an unconditional warranty for that number of cycles or a guarantee of particular savings. Manufacturer warranties are additional to your statutory rights.

This upgrade does not include a separate extended Spark design or workmanship guarantee unless expressly stated in your accepted order. This does not limit our statutory responsibilities, or any rights you already have under your original installation contract.

Where the order is limited to adding compatible battery modules to an existing commissioned system and the work is non-notifiable, the new addition is not registered under MCS or HIES. That addition does not receive a new MCS certificate, HIES deposit protection or a HIES insurance-backed guarantee. Your ordinary consumer rights and the applicable manufacturer warranties remain available.

Gateway installations, relocation or other work outside that limited battery-module scope are assessed separately. We will explain any applicable electrical certification, notifications, scheme registration or protection before acceptance and provide the documents required for the agreed work. We will not treat the battery-module position as an exemption from requirements applying to different work.

Spark’s Privacy Policy at https://sparkhome.co.uk/privacy-policy/ explains how we use your contact details, installation photographs, payment references and other information to assess and fulfil orders, provide aftercare and keep necessary records. Agreeing to these terms is not consent to unrelated marketing.

Card payments are handled through Stripe; Sage invoices may also link to Stripe. Do not send card details in photographs, emails or messages. Guest checkout does not create a customer login, but we still retain necessary order and business records as explained in the Privacy Policy.

Send complaints to complaints@sparkhome.co.uk or call 0330 818 7273. We will acknowledge your complaint within two working days, investigate it and explain our proposed resolution. Our complaints procedure is available on request. If a dispute remains unresolved, we will explain our final position and any applicable independent dispute-resolution route. You retain your right to use the courts.

We are responsible for foreseeable loss or damage caused by our breach of contract or negligence. We do not exclude liability for death or personal injury caused by negligence, fraud, or anything else the law does not allow us to exclude. Both parties should take reasonable steps to avoid unnecessary loss.

These terms are governed by English law, without removing mandatory consumer protections available in the UK country where you live. You may bring proceedings in the courts of the UK country where you live; these terms do not require you to use only the courts of England and Wales.