Terms & Conditions

Terms for domestic electrical services and installed products

Business	5 Point Group Limited, company number 14761148
Registered office	Robertson House, 195A Barrack Road, Christchurch, Dorset, England, BH23 2AR
Contact	01202 805065 \| info@5point.co.uk
Last updated	2 October 2026

Please read these terms before placing an order. They explain how our services are purchased, what is included, and your rights if you need to cancel or if something goes wrong.

1 About these terms

These terms apply when you buy electrical installation, inspection or related services from 5 Point Group Limited through our website, by telephone, by email, at your property or through a written quotation. We use the words “we”, “us” and “our” to mean 5 Point Group Limited. “You” and “your” mean the person or organisation placing the order.

Your order, our written quotation or order confirmation, any agreed design or specification, and these terms together form the contract. If there is a conflict, the specific details in the quotation or order confirmation take priority over these general terms.

The website is aimed mainly at domestic customers in Bournemouth, Christchurch, Poole and surrounding areas. If you buy wholly or mainly for personal use, you are a consumer and your statutory rights apply. If you buy for a business, landlord portfolio, trade or professional purpose, any consumer-only cancellation rights in these terms do not apply unless the law says otherwise.

2 How an order becomes binding

The website describes our standard packages and starting assumptions. Product photographs, diagrams and measurements are illustrative unless the order confirmation says they form part of the specification.

You select a package or ask us to quote and give us accurate information about the property and the work required.
We may ask for photographs, measurements, access details, energy-use information or a site survey before confirming the final scope.
Your order is an offer to buy. A binding contract is formed when we send written acceptance or an order confirmation, or when we begin work with your agreement, whichever happens first.
If a technical survey shows that the selected package is unsuitable, we will explain the alternatives. No changed scope or extra charge will apply unless you agree it.

We may decline an order before acceptance if the property is outside our service area, the work is unsafe or unsuitable, required approvals cannot be obtained, a product is unavailable, or the website price was clearly incorrect.

3 Prices and payment

The price and payment schedule will be shown at checkout or in the quotation or order confirmation. Unless stated otherwise, prices include VAT at the rate applying when payment is due.

A fixed-price package is fixed only for the stated inclusions and assumptions. Work outside those inclusions, unforeseen defects, inaccessible routes, inadequate earthing or bonding, asbestos, structural work, decoration, specialist access, network-operator work and customer-requested changes may cost extra. We will normally explain the change and obtain your approval before continuing.

We may require full payment, a deposit or staged payments depending on the service. The payment schedule is part of your order. We may pause ordering, delivery, certification or work if an undisputed payment is overdue, after giving you reasonable notice. This does not affect your right to withhold a genuinely disputed amount or any statutory rights.

Any promotional code, free item or referral benefit is subject to its stated conditions and has no cash value unless we say otherwise. Finance or grant arrangements supplied by another provider are separate from our contract unless expressly included.

4 Appointments and installation dates

Any date given before acceptance is an estimate. Once an appointment is agreed, we will use reasonable care to attend and complete within the agreed period. Some work depends on product supply, weather, scaffolding, permissions, the electricity network operator or other third parties.

If we need to change an appointment, we will contact you as soon as reasonably possible and offer another date. If a material delay is within our control and we cannot complete within a reasonable further period you give us, you may have the right to cancel and receive an appropriate refund.

If you need to rearrange, please give at least two working days’ notice where possible. If we attend but cannot work because access is unavailable, the area has not been cleared, essential services cannot be isolated, or information you supplied was materially wrong, we may charge the reasonable costs actually incurred. We will explain the basis of any charge.

5 Your right to cancel

5.1 Online telephone and home sales

If you are a consumer and the contract is agreed entirely at a distance, such as online, by telephone or by email, or is agreed away from our business premises, you will usually have a legal cooling-off period.

For a service-only contract, the period normally ends 14 days after the day the contract is entered into.
For a sales contract for goods, the period normally ends 14 days after the day you, or a person you nominate, receives the goods. Different rules may apply where goods are delivered in separate lots.
For a contract containing both goods and installation services, the applicable period depends on the legal type of the contract. Your order confirmation will explain the cancellation period that applies to that order.

To cancel, tell us clearly by email, letter or another durable written message before the period ends. You may use the model cancellation form at the end of these terms, but you do not have to. Send cancellations to info@5point.co.uk or the registered office shown above.

5.2 Starting work during the cooling off period

We will not normally start a service during the cooling-off period unless you expressly ask us to. If you ask us to begin and then cancel within the period, you may have to pay a fair proportion for the service supplied up to cancellation and for any goods lawfully supplied or installed. If the service is fully completed after your express request and your acknowledgement that the cancellation right will be lost on full completion, that cancellation right ends once the service has been fully performed.

This is particularly relevant to urgent fault finding, safety work and appointments requested within 14 days of ordering. We will record your request before starting where the law requires it.

5.3 Goods made or ordered for your installation

Some goods may be made to your specification, configured for your property or become inseparably installed. The statutory right to cancel may not apply to genuinely bespoke goods, and ordinary return rights may end once goods have become inseparably mixed with the property. We will not use this clause to remove rights that the law gives you, including rights relating to faulty, misdescribed or unsuitable goods.

5.4 Refunds after a valid cancellation

Where you validly cancel under a statutory cooling-off right, we will refund payments due to you without undue delay and within the legal time limit. We will normally use the original payment method unless we agree otherwise. We may deduct only amounts the law allows, such as the proportionate value of a service started at your express request or any reduction in the value of goods caused by handling beyond what would reasonably be allowed in a shop.

If goods need to be returned or collected, we will explain the arrangements and any lawful direct return or collection cost before the contract is made. Installed goods must not be disconnected or removed by an unqualified person.

5.5 Cancellation outside the cooling off period

You may ask to cancel at any time. If no statutory cancellation right applies, or the cooling-off period has ended, we will act reasonably and try to minimise loss. We may retain or charge reasonable, evidenced costs already incurred, including surveys, design, administration, labour, booked specialist access, restocking charges we must pay, and goods ordered specifically for your job that cannot reasonably be reused or returned. We will provide a breakdown on request. This does not affect remedies available where we are in breach of contract.

6 Changes unforeseen work and site conditions

Electrical work can uncover conditions that were not visible during pricing, such as damaged cables, borrowed neutrals, inadequate earthing, non-compliant alterations, hidden junctions, asbestos-containing materials, water damage or overloaded circuits. We will make the installation safe, explain what we have found and, where practical, give you options before carrying out additional chargeable work.

A variation is binding when agreed in writing, by recorded electronic message or clearly on site. If immediate work is reasonably necessary to remove a serious danger, we may take proportionate steps to make the installation safe and then discuss permanent remedial work with you.

Unless expressly included, our work does not include redecorating, plastering, specialist making-good, moving furniture, lifting and relaying delicate floor finishes, asbestos removal, structural engineering, planning applications, network-operator charges or work by other trades.

7 Your responsibilities

Give us complete and accurate information about the property, existing equipment, ownership, access restrictions and known defects.
Obtain the owner’s or landlord’s permission and any planning, listed-building, leasehold or management-company consent that is your responsibility.
Provide safe access to the work area, consumer unit, loft, meters, parking and other relevant parts of the property, and keep children and pets away from the work zone.
Tell us about suspected asbestos, fragile roofs, concealed services, alarms, medical equipment, home-working needs or anything else that could affect safety or isolation of the electricity supply.
Provide working internet and suitable Wi-Fi where app-connected products require it, unless the quotation includes network work.
Follow product instructions and do not tamper with, move or permit unauthorised work on installed equipment.

8 Standards certificates and handover

We will perform the service with reasonable care and skill and in accordance with the scope agreed. Where applicable, work will be tested and the relevant electrical certificate or report will be issued after completion and payment of undisputed sums. Building Regulations notification, manufacturer registration, MCS documentation or other scheme paperwork is included only where stated in the order.

Certificates and reports record the installation and conditions found at the time of inspection or completion. They do not guarantee that an installation will remain fault-free or that later alterations by others will comply.

9 Warranties and your statutory rights

Product and workmanship warranties will be as stated in the quotation, order confirmation, handover documents or manufacturer’s terms. Manufacturer warranties may require registration, internet connectivity, servicing or use in accordance with instructions. We will not reduce a manufacturer’s warranty without telling you before purchase.

Nothing in these terms limits your statutory rights. Goods must be as described, of satisfactory quality and fit for any particular purpose made known to us where the law requires. Services must be performed with reasonable care and skill. If a service does not conform to the contract, you may have a right to repeat performance or, where that is impossible or cannot be done within a reasonable time without significant inconvenience, a price reduction.

Please tell us promptly if you think something is wrong and give us a reasonable opportunity to inspect and, where appropriate, put it right. This does not require you to accept an unsafe temporary repair or remove rights that cannot lawfully be excluded.

10 Damage and liability

We will take reasonable care of your property. Some disturbance is unavoidable when routing cables, fixing equipment, lifting floors or working on existing finishes. We are responsible for reasonably foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill, subject to the limits permitted by law.

We are not responsible for pre-existing faults, hidden defects, inaccurate information supplied by you, work carried out by others, manufacturer or network outages, or loss that we could not reasonably have foreseen when the contract was made. We are not responsible for business losses where you are buying as a consumer.

Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory rights, or any liability that cannot lawfully be excluded or limited.

11 Events outside reasonable control

We are not responsible for delay caused by events outside our reasonable control, including severe weather, unsafe site conditions, supply-chain disruption, industrial action, utility or communications failure, network-operator delay, government action or the failure of a third party we could not reasonably avoid. We will contact you, take reasonable steps to reduce the effect and rearrange the work. If a substantial delay continues, either party may be entitled to end the affected part of the contract, with a fair refund or payment for what has already been supplied.

12 Complaints

Please contact us first so we can try to resolve the matter quickly:

Email: info@5point.co.uk
Telephone: 01202 805065
Post: 5 Point Group Limited, Robertson House, 195A Barrack Road, Christchurch, Dorset, England, BH23 2AR

Please include your name, property address, order or invoice number, a clear description of the issue and any helpful photographs. We will acknowledge the complaint, investigate it fairly and explain our proposed resolution. If an applicable certification scheme, warranty provider or alternative dispute resolution service is available for your order, its details will be supplied in the quotation or handover information.

13 Personal information

We use personal information to quote, arrange and carry out the work, take payment, provide certificates, register warranties, meet legal duties and communicate with you. Further details are set out in our Privacy Policy on the website. Where the work requires us to share relevant details with a manufacturer, certification body, building-control service, distribution network operator, finance provider or subcontractor, we will do so only for a lawful purpose.

14 Other important terms

We may use suitably qualified employees or subcontractors and remain responsible for the work we have agreed to supply. You may not transfer the contract to someone else without our written agreement, although we will not unreasonably refuse a request connected with a house move or change of property ownership.

If a court finds part of these terms unlawful or unenforceable, the remaining terms continue. A delay in enforcing a right does not waive it. No person other than you and us has a right to enforce this contract, except where the law provides otherwise.

These terms and the contract are governed by the law of England and Wales. If you are a consumer, you may bring proceedings in the courts that apply to your home address where the law permits.

Service specific terms

The following sections apply in addition to the general terms. Your quotation or order confirmation will state the exact equipment, allowances and exclusions for your package.

15 Solar and battery installations

15.1 Survey design and approvals

A package selection is subject to confirmation that the roof, electrical installation, meter position, cable routes, proposed equipment locations and network connection are suitable. We may require a technical survey, structural information, distribution network operator approval, planning or listed-building consent, scaffolding or access equipment before installation.

Panel count, inverter size, battery capacity, layout and component model will be those in the final design or order confirmation. If a named component is unavailable, we will not substitute a materially different product without your agreement. A like-for-like or better substitution may be proposed with clear details.

15.2 Generation savings and battery operation

Any generation, savings, payback, self-consumption or export figures are estimates based on assumptions such as historic weather data, orientation, shading, household use, tariff and system availability. They are not a guarantee of future output, savings, energy prices, export income or payback period.

A standard battery system does not necessarily provide electricity during a power cut. Backup or island-mode operation is included only if expressly stated and may support only selected circuits or a limited load. Monitoring and smart functions may depend on the customer’s broadband, Wi-Fi, mobile service and third-party platforms.

15.3 Property condition and installation

You must tell us about known roof leaks, fragile coverings, structural issues, asbestos, recent roof work or warranties that could be affected. We are not roof surveyors unless the quotation states otherwise. If the roof or electrical installation is unsuitable, we may pause and propose remedial work or a revised design.

Scaffolding, roofer attendance, bird protection, trenching, structural work, switchgear upgrades, meter relocation, export limitation equipment and network charges are included only if listed. Roof penetrations and cable entries will be weather-sealed using appropriate methods, but matching tiles, finishes or concealed routes cannot always be guaranteed.

15.4 Payment handover and permissions

Solar and battery orders may use staged payments linked to survey, equipment ordering, delivery, installation and handover. The schedule will be stated in the order. We will supply the documents stated in the order after completion and payment, which may include electrical certification, manufacturer information and scheme documentation where applicable.

The customer remains responsible for choosing an energy tariff and completing any export-tariff application unless we expressly agree to do it. Approval, timescales and payments are controlled by the energy supplier or network operator and are not guaranteed by us.

16 Electric vehicle charger installations

The selected package is based on the installation allowances stated on the product page or quotation, including the permitted cable length, route, fixing surface, consumer-unit connection and earthing arrangement. Extra cable, trenching, groundworks, posts, difficult access, fire stopping, distribution-board work, load management or network-operator requirements may cost extra if not included.

Installation is subject to a suitable electrical supply, earthing, bonding, spare capacity, charger location and communications signal. We may need to notify or obtain approval from the distribution network operator. Their response times and any supply upgrade are outside our control.

App functions, scheduling and remote monitoring depend on the charger manufacturer, internet or mobile connection and the customer’s compatible device. A grant, landlord approval, parking right or future tariff saving is not guaranteed unless expressly stated. Where a lead is not included with an untethered charger, you must provide a compatible charging cable.

17 Electrical Installation Condition Reports

An EICR is an inspection and test of the accessible parts of the fixed electrical installation within the agreed scope. It records the condition found at the time. It is not a guarantee that every concealed cable, joint or accessory is defect-free, and it does not include dismantling the building or testing equipment outside the agreed scope.

You must provide access to the consumer unit, circuits, accessories and relevant rooms and tell us about sensitive equipment, alarms or circuits that cannot be isolated. Limitations caused by access, occupancy, safety, labelling, concealed wiring or permission will be recorded where appropriate.

The fixed EICR price covers the inspection, testing and report described in the package. Repairs and remedial work are not included unless stated. An “unsatisfactory” outcome or classification code is not a failure to provide the service; it is a professional record of defects or risks found. We can quote separately for remedial work, and you are free to use another competent contractor.

Any complimentary PAT testing or other bonus is limited to the quantity and conditions stated in the offer and does not extend the EICR scope.

18 Consumer unit upgrades

The package includes the consumer unit, protective devices, surge protection, testing, certification and ancillary items expressly listed in the order. The price assumes the existing installation can be safely connected and that the number and type of circuits match the information supplied or survey findings.

Testing may reveal faults that an older fuse board or protective device did not detect. Existing low insulation resistance, borrowed neutrals, shared circuits, damaged cables, missing earthing or bonding, defective appliances and non-compliant alterations are not automatically included in the package price. We will explain any issue and agree remedial work where reasonably possible.

Equipment owned by the electricity supplier or network operator, including the service head, cut-out fuse and meter, is outside our control. Work may depend on their attendance or approval. Minor filling around the new board is included only if stated; full plastering, joinery and decoration are excluded unless quoted.

19 Electric heating installations

Heater size and quantity will be based on the room information, survey and assumptions stated in the order. Heat performance and running cost depend on insulation, glazing, ventilation, ceiling height, outside temperature, occupancy, tariff and how the controls are used. Any room-size guidance is indicative, not a guarantee of a particular temperature or bill saving.

The package includes only the heaters, controls, electrical supplies, removal and making-good expressly listed. New circuits, consumer-unit upgrades, reinforcement, moving furniture, removal of other heating systems and decoration may be extra.

Wi-Fi or app features depend on compatible customer equipment, signal strength and the manufacturer’s service. Core manual heating operation may differ from smart features; details will be in the product instructions.

20 General electrical services

General electrical work is limited to the tasks and allowances in the quotation or booking confirmation. A call-out or first-hour charge covers attendance and reasonable diagnosis or work during that period; it does not guarantee that a fault can be permanently repaired within that time or without parts.

If further work, specialist equipment or return attendance is required, we will explain the options and price before proceeding where reasonably possible. Fault-finding can be affected by intermittent defects, concealed wiring, unauthorised alterations and connected appliances. We are not responsible for unrelated defects merely because they become apparent during our visit.

Model cancellation form

Complete and return this form only if you wish to cancel a contract. You may instead send any clear statement confirming your decision to cancel.

To	5 Point Group Limited, Robertson House, 195A Barrack Road, Christchurch, Dorset, England, BH23 2AR \| info@5point.co.uk
Customer statement	I/We give notice that I/We cancel my/our contract for the following goods and/or services:
Order or quotation number
Ordered on
Customer name
Installation address
Customer signature	Only needed if this form is sent on paper
Date