2.1 We will provide, install and configure your E.ON Touch hardware at your home.
2.2 We, or a sub-contractor acting on behalf of E.ON Energy Solutions Limited, will contact you to confirm an appointment time to install your E.ON Touch hardware.
2.3 We’ll install your E.ON Touch hardware during normal working hours which are 8.00am to 6.00pm Monday to Friday. You’ll need to ensure that you, or someone over the age of 18, is at your home for the duration of the appointment as we’ll need access to your home at all times whilst E.ON Touch hardware is being installed.
2.4 If you cancel the appointment with less than one working days’ notice or we are unable to gain access to your home to carry out the installation or we’re unable to complete the installation of your E.ON Touch hardware because you’ve not complied with your responsibilities set out in Clause 1, we will make a further appointment with you to complete the work at no extra cost. However, if you don’t keep to the agreed appointment time for the installation or the installation can’t be completed on more than two occasions, we’ll charge you for the installation and we may cancel this contract as described in Clause 6.
2.5 We’re not responsible for any delay caused to your installation due to you cancelling an appointment, us being unable to gain access to your home, or as a result of adverse weather conditions or any other circumstances beyond our reasonable control.
2.6 We may use sub-contractors to carry out work on our behalf. All sub-contractors are approved by us and have undergone training recommended by us. All of our sub-contractors carry identity cards.
2.7 The installation, including any repairs or replacements fitted, of your E.ON Touch hardware (including removing or dismantling existing fixtures and fittings) may cause some damage to the decoration and finish of your home. We will take reasonable care to carry out the installation or repairs without causing any damage to your home and we will make good damage that is caused by our negligence, however, any repairs or redecoration after we finish the initial installation is your responsibility.
2.8 If we need to connect new equipment to your existing central heating system, we’ll not be responsible for the cost of repairing or replacing parts of your existing system as a result, unless we have been negligent in not realising that installing E.ON Touch hardware may cause damage or the way in which we did the work caused the fault. We will not be responsible if your central heating system does not work properly because your water supply becomes inadequate or the water pressure varies.
2.9 All engineers reserve the right not to complete an installation if they feel that their or the occupier’s personal safety is at risk. If the installation would breach any regulations relating to electrical standards or gas safety, the installation will not take place, in this case a refund will be provided.
2.10 The price of E.ON Touch does not include the cost of removing any dangerous waste materials, such as asbestos, which we become aware of when doing the work. You can call a specialist contractor to remove these dangerous materials. When asbestos is removed you’ll need to produce a certificate declaring the site is fit for re-occupation before we can continue to work at your home, which you can obtain from the asbestos removal company.
2.11 From time to time we may need to update your E.ON Touch software and/or the firmware on the gateway. If your own equipment (such as your mobile phone) does not support this upgrade, this could affect the functionality of E.ON Touch by preventing you from using the app fully. We recommend that you always keep the E.ON Touch app and your mobile phone’s operating system up to date.
2.12 The E.ON Touch website, mobile app and services may be temporarily unavailable if we have to carry out routine or emergency maintenance. We’ll try to inform you in advance but it may not always be possible to do so. During maintenance the remote control function and the ability to amend schedules may not be available but you can still control the temperature of your heating using the controls in your home. Any schedules previously set up will continue to run.
Your warranty information was included in the user handbook left with you when E.ON Touch was installed.
2.14 If your E.ON Touch develops a fault you should call us to report this 0345 301 5316 (phone lines are open Monday to Friday, 8am to 8pm and Saturdays, 8am to 12pm).
2.15 We will use reasonable endeavours to contact you and carry out any repairs, but if you cancel the appointment with less than 1 working day’s notice or we are unable to gain access to your home to carry out the repairs or we’re unable to repair your E.ON Touch because you’ve not complied with your responsibilities set out in Clause 1, we will make a further appointment with you to complete the work at no extra cost. However, if you don’t keep to the agreed appointment time for the installation or the installation can’t be completed on more than two occasions, we’ll charge you for the repair and we may cancel this contract as described in Clause 6.