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Cancellation and Withdrawal Policy

Review Date: Annually

1. Our Commitment

At RenewCap UK Ltd ("RenewCap"), we want our customers to make informed decisions with complete confidence. We are committed to providing a transparent, fair and straightforward cancellation process that complies with applicable consumer protection legislation and industry best practice.

This policy explains your rights to cancel an installation order, withdraw from a finance agreement, and the circumstances in which charges may apply.

 

2. Your Right to Cancel

Installation Orders

If you enter into a contract with RenewCap for the supply and installation of a solar energy system, you have the right to cancel your order within 14 calendar days from the date the contract is signed, without providing a reason.

 

This cooling-off period is provided in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

During this period, you may cancel your order and receive a refund of any payments made, subject to the provisions outlined in this policy.

 

Finance Agreements

Where your installation is financed through one of our lending partners, you may also have separate rights to withdraw from the credit agreement.

Under the Consumer Credit Act 1974, you may withdraw from a regulated credit agreement within 14 days of:

 

Signing the agreement; or

Receiving a copy of the executed agreement, if later.

 

The lender will provide full details of your withdrawal rights within your finance documentation.

 

3. How to Cancel

To cancel your installation order, please notify us using one of the following methods:

Email: hello@renewcap.co.uk

 

Postal Address: RenewCap UK Ltd

167-169 Great Portland Street, 5th Floor, London W1W 5PF

 

To help us process your request promptly, please include:

 

Your full name

Installation address

Order reference number

Contact details

Confirmation that you wish to cancel

 

If you wish to withdraw from a finance agreement, you may contact either RenewCap or the lender directly using the contact details provided within your finance agreement.

 

4. Cancellation Before Equipment Is Ordered

If you cancel your installation order before equipment has been ordered from suppliers or manufacturers:

 

No cancellation charges will apply.

Any deposit or advance payment will be refunded in full.

Refunds will normally be processed within 14 days of receiving your cancellation request.

 

5. Cancellation After Equipment Has Been Ordered

Once equipment has been ordered specifically for your project, Customer may incur costs that cannot be recovered from suppliers.

If you cancel after equipment procurement has commenced but before installation takes place:

 

Cancellation may still be requested.

Any refund may be reduced by reasonable costs already incurred.

Such costs may include:

  • Completed site surveys
  • Design and engineering work
  • Equipment procurement costs
  • Delivered materials
  • Logistics and shipping costs
  • Third-party contractor charges

 

Where deductions are applied, RenewCap will provide a clear breakdown of the costs incurred.

 

6. Cancellation After Installation Has Commenced

In some circumstances, customers may request that installation works begin during the 14-day cooling-off period.

Where you have expressly requested that work commence before the cooling-off period expires and subsequently choose to cancel:

  • You may be required to pay for work completed up to the date of cancellation.
  • Charges will be proportionate to the services delivered and costs incurred.
  • Any equipment already installed may need to be returned or removed, subject to agreement between the parties.

 

RenewCap will provide a detailed explanation of any charges before seeking payment.

 

7. Withdrawal from Finance Agreements

If you exercise your right to withdraw from a finance agreement:

  • The finance agreement will be cancelled.
  • You will remain responsible for repaying any credit already advanced.
  • Accrued interest may be payable in accordance with the lender's terms.
  • Repayment must generally be made within 30 days following withdrawal.
  • The exact repayment amount and process will be confirmed directly by the lender.

Withdrawal from a finance agreement does not automatically cancel your installation contract unless you expressly request cancellation and such cancellation is permitted under the terms of your contract.

 

8. Outright Purchases

For installations purchased without finance:

Before Equipment Dispatch

Orders may be cancelled without charge at any time before equipment has been dispatched or committed to the installation project.

 

After Equipment Dispatch

Where equipment has been dispatched, purchased specifically for the project, or work has commenced, RenewCap reserves the right to deduct reasonable costs already incurred before processing any refund.

A full itemised breakdown will be provided upon request.

 

9. Refunds

Where a refund is due:

  • Refunds will be processed using the original payment method wherever possible.
  • Refunds will normally be made within 14 days of agreement of the refund amount.
  • Any lawful deductions will be clearly explained and supported by appropriate documentation.

 

10. Exceptions

The right to cancel may be limited in certain circumstances permitted by law, including where:

  • Services have been fully completed with the customer's prior consent.
  • Customised or specially ordered equipment has been manufactured to a customer's specific requirements.
  • Work has been undertaken at the customer's express request before the expiry of the cooling-off period.

Any applicable limitations will be explained during the sales process and documented within the customer contract.

 

11. Statutory Rights

Nothing in this policy affects, restricts or excludes any rights you may have under:

  • The Consumer Rights Act 2015
  • The Consumer Contracts Regulations 2013
  • The Consumer Credit Act 1974

Any other applicable consumer protection legislation

Your statutory rights remain fully protected.

 

12. Contact Us

If you have any questions regarding this policy or wish to discuss cancelling your order, please contact:

 

RenewCap UK Ltd

 Email: hello@renewcap.co.uk

 Website: www.renewcap.co.uk

 Address:167-169 Great Portland Street, 5th Floor, London W1W 5PF

 

At RenewCap, we strive to make the transition to clean energy simple, transparent and customer-focused. Our cancellation process is designed to provide flexibility while ensuring fairness for both customers and our project delivery partners.