Refund Policy
Refund Policy for Natus Energy Ltd
Last Updated: April 18, 2025
At Natus Energy Ltd, located at Unit 2, 82 James Carter Road, Bury St Edmunds, Suffolk, IP28 7DE, United Kingdom, we are committed to providing fair and transparent refund processes for our grid-independent electrical power services. This Refund Policy outlines the terms for refunds related to prepaid electricity purchases, installation fees, or cancellations, in compliance with UK consumer and corporate law.
1. Scope of Services
Natus Energy Ltd supplies electricity generated by our proprietary generators to residential and commercial premises on a prepaid billing basis. Generators remain the property of Natus Energy Ltd and are not sold. Clients may pay a 60% deposit, provide a Letter of Credit, or Standby Letter of Credit to secure an order, with potential installation or commissioning fees.
2. Cooling-Off Period (Residential Clients)
2.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, residential clients have a 14-day cooling-off period to cancel their service contract without penalty, starting from the day the contract is agreed (e.g., when the order is confirmed).
2.2 No manufacturing or costs are committed by Natus Energy Ltd until the cooling-off period expires, ensuring no financial loss to the client upon cancellation.
2.3 To cancel, notify us in writing via:
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Email: [insert contact email, e.g., support@natusenergy.com]
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Post: Natus Energy Ltd, Unit 2, 82 James Carter Road, Bury St Edmunds, Suffolk, IP28 7DE, United Kingdom
2.4 Upon cancellation within the cooling-off period, we will refund: -
Any prepaid deposit (e.g., 60% of the order value).
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Any installation or commissioning fees paid.
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Refunds will be processed within 14 days via the original payment method.
3. Cancellations After the Cooling-Off Period
3.1 If a residential client cancels after the 14-day cooling-off period, or if a commercial client cancels at any time, refunds are subject to the following:
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Before Manufacturing: If cancellation occurs before manufacturing begins, we will refund any prepaid deposit or release any Letter of Credit/Standby Letter of Credit, less an administrative fee of [insert amount, e.g., £100 or 5% of the deposit], as specified in the service contract.
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After Manufacturing: Once manufacturing starts (after the cooling-off period), deposits are non-refundable due to costs incurred, unless otherwise agreed in writing.
3.2 Installation fees are refundable only if installation has not commenced. If installation is underway, fees may be partially refundable based on work completed.
4. Refunds for Prepaid Electricity
4.1 Prepaid electricity balances are non-refundable except in the following cases:
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Cancellation during the cooling-off period (residential clients).
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Termination of the service contract by either party, as per our Terms and Conditions.
4.2 Refunded balances will be processed within 14 days via the original payment method.
5. Non-Delivery or Faulty Services
5.1 If we fail to deliver or install a generator as agreed, or if the electricity supply does not meet UK safety and quality standards (per the Consumer Rights Act 2015), clients may be entitled to a full or partial refund, depending on the issue.
5.2 Contact us immediately to report issues, and we will investigate and resolve within a reasonable timeframe.
6. Commercial Clients
6.1 Commercial clients are not entitled to the 14-day cooling-off period under UK consumer law. Refunds are governed by the service contract and these terms.
6.2 Cancellations before manufacturing are eligible for a refund of deposits or release of Letters of Credit, less administrative fees. Non-refunded amounts will be detailed in the contract.
7. How to Request a Refund
To request a refund, contact us with your order details:
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Email: [insert contact email, e.g., support@natusenergy.com]
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Phone: [insert phone number]
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Post: Natus Energy Ltd, Unit 2, 82 James Carter Road, Bury St Edmunds, Suffolk, IP28 7DE, United Kingdom
We will respond within 5 business days and process approved refunds within 14 days.
8. Changes to This Policy
We may update this Refund Policy to reflect changes in our practices or UK law. Updates will be posted on our website, with significant changes communicated via email or written notice.
9. Contact Us
For refund inquiries or complaints:
Natus Energy Ltd
+442045724685
Unit 2, 82 James Carter Road, Bury St Edmunds, Suffolk, IP28 7DE, United Kingdom