TERMS AND CONDITIONS
KumbaDirect.com Terms and Conditions (Solar and boreholes excluding home appliances).
By browsing and placing an order on our website, you are agreeing to the terms and conditions of sale herein.
2. The Process
The process is as follows (1) Load & usage assessment (2) Placing order (3) Slot date allocation (4) Installation (5) Post-installation Assessment (6) Works Sign-Off / Commissioning (7) Follow-up call
3. Installation & Slot dates
3.1 Slot dates are allocated according to the KumbaDirect installation schedule. If your allocated day/s is not suitable, we will allocate a date suitable to you depending on availability of slots.
3.2 Due to the nature of the work involved, we operate a flexi-slot system, where the slot date may be adjusted +/- 2 days. Depending on whether further work needs to be done, installation may exceed more than 1 day and usually up to a week if there are unresolved issues or as many days as the solution requires within reason.
3.3 If customer is advised of installation date and they are not at the premises, we will reschedule another slot day/s. There will be an additional transport cost equivalent to the original transport cost or as advised at time of slot re-allocation.
3.4 If customer does not give installation team access to the premises to enable them to do their work, we will reschedule and you will be required to pay any additional transport costs. Persistent denial of access will result in cancellation of of sale.
3.5 Customers can request to change installation dates by contacting our customer service on +44 77634 98401 not less than a day before installation. For example, if installation flexi-date is given as Wednesday 12 Feb / Thursday 13 Feb, the last date that the customer can request for a slot date change is Tuesday 11 Feb.
3.6 Customer will not interfere with installation, neither invite third parties to work on an ongoing installation or on a system still under Warranty. Getting third parties to work on installation under Warranty without express consent from KumbaDirect will invalidate Warranty.
3.7 After Post-Installation Assessment, customer signs off to confirm the system installed and work done. This is done same day or next working day, or at a suitable time, not exceeding 14 days after installation.
4. Additional Costs
There are additional costs which are not part of the standard package costs, and which should be paid in upfront in cash and before installation
4.1 Transport cost depending on location
4.2 Accommodation and boarding depending on whereabouts
4.3 Unforeseen costs arising to make it possible to do an installation. Examples may include welding, wiring , roof realignments, extra codes etc.
5.1 You get free support for the first 2 months after commissioning, aka Works Sign-off.
5.2 You are responsible for transport and accommodation, if needed for the support.
5.3 You will be allocated a flexi-slot support date according to slot availability. Where remote support is possible, this is the first option.
5.4 Support customer service number is +44 77634 98401 or email email@example.com . Communication through any other channels other than these would not be logged into the system and may not be attended to.
5.5 Business hours are Monday to Friday 10.00am to 6pm,
5.6 After Works Note signing, your point of contact for issues with the solar installation system is our Customer Service reachable on +44 77634 98401 or our email address firstname.lastname@example.org . Issues raised through other contacts, even contacts within the company, would not be logged into the system and any work done without knowledge or express authorisation by KumbaDirect Customer Service would affect Warranty.
6.1 Customers can request to cancel installation and reverse the sale within 7 days of final installation whether sign-off / Delivery note has been signed or not. In the event of cancellation, we will uninstall. Conditions for cancellation
- Not happy with installation
- Non-working system
6.2 Components must be in their original state, not tempered with functional as installed. Accessories that cannot be reused, Labour, Transport and Admin cost are non-refundable.
6.3 For solar packages bought by cash, refund will be processed within 14 working days. For packages bought on credit, terms and conditions of credit agreement apply.
6.4 In the event of cancellation and the subsequent uninstallation, KumbaDirect is not liable for any additional expenses arising out of the uninstallation thereof incurred by customers outside the direct costs of the solar.
6.5 KumbaDirect reserves the right to cancel order, cancel installation or request uninstallation, within 30 days of Post-Installation Assessment/ Commission. Cancellation could be due any reason, but not limited to the below;
- non-payment of additional costs required to complete the e.g. transport costs
- Customer failure to service credit where credit is availed
- Suspected fraud
- Suspected site and other sire related underlying issues that could affect system.
- Where installers feel threatened physically and verbally and we have reason to believe that is so.
- Customer complaints about service which amount to KumbaDirect concluding cancelling is the best option for both parties.
- Where KumbaDirect concludes there could be problems in the long run, either with installation or customer relationship.
- Customer denying Installers access to installation site or site inaccessible due to bad roads or other physical inhibitions
- Customer requests and insists on getting installations done with more than what was agreed on or where KumbaDirect conclude they cannot meet customer expectations.
- Components are out of stock with no restocking date in place
7. Complaints Procedure
7.1 In the event that you have a complain, in the first instance, contact us on WhatsApp +44 77634 98401. We will try to resolve your issue. However, after getting a response, and are not satisfied with the response, please do so in writing, with subject heading ‘COMPLAINT’ to email@example.com We will look into your complaint and give a written response.
8. Customer Responsibility
8.1 It is the responsibility of the customer to ensure that the site is suitable for solar installation. Where conditions are not suitable, we allow a maximum of 7 days for customer to rectify the situation before we cancel order.
8.2 It is the customer’s responsibility to ensure there is suitable and adequate space for the installation (Space for panels, battery , inverter or any other required installation). There should be enough space, strong roof , suitable shading (no obstructions).
8.3 As a renewable energy as opposed to Grid power, solar is affected by how overcast the outlook is. Therefore it is the responsibility of the customer to responsibly optimise weather conditions and usage. Our installers give tips on best practice.
9. Warranties and Guarantees
- Warranty is valid for 12 months on the solution
- Components are replaced for free after conditions of operations are established and established that it is equipment fault.
- Guarantees summary (subject to inspection and lab testing). Supplier warranty extended to client. Terms and conditions apply.
– 12 months on electricals: Inverters, charger controllers, batteries etc
– 5 years on solar panels
10. Customer understands how solar works
10.1 The customer understands solar power is weather -dependent. It is possible for some solar energy to be still be collected during cloudy and rainy days, but that is not always the case, therefore the efficiency of the solar system drops. KumbaDirect is not liable for any inefficiencies of the system as a result of overcast weather.
10.2 It is the responsibility of the customer to apply best solar practice in order to optimise system efficiency. For example, switching on heavy loads like boreholes pumps during day when sun is out, avoiding using heavy usage appliances at one time etc.
11. Help us, help you
At KumbaDirect, we always do our best to help our customers. Please help us to help you by treating our teams with the same kindness and respect you would expect from us.