Terms & Conditions

Installation Summary

This terms and conditions document covers works included in a “standard install” and what happens if “additional works” are required. As the majority of jobs are priced remotely, using information and media shared by the customer, sometimes these do not tell the full story, and issues arise on the day of install, meaning an installation cannot be completed, or additional costs need to be incurred in order to complete your install on this first visit. The reason for requesting so much media and videos, are to identify the full scope of the install ahead of time, so that your car charger can be installed safely and in line with Safe Electric Ireland standards. For the best customer experience, if you foresee any reason why we may not be able to complete your install on the day, please let us know in advance.

Standard Install

Absolutely Wired's “standard install” for a home charger (e.g. Easee one), covers a typical home install in the Republic of Ireland, following Safe Electric standards, it includes the following:

1.1

Supply and fit of car charger, mounted to external wall of home. Charger connected to the internet (given a suitable internet WiFi signal is present).

1.2

Hardware fitted additional to charger: Isolator switch, RCBO safety device, 5m SWA cable run back to the distribution board, neatly clipped to the wall.

1.3

CT (current transformer) clamp, which comes with the charger, is hardwired back to the main incoming supply.

1.4

Routing of cable through a drilled hole in the wall up to 500mm depth, if needed.

1.5

Testing of electrical connections and protections required for the charger. Absolutely Wired follows I.S 10101 guidelines for the Republic of Ireland

1.6

Completion of SEAI grant documentation, and supply of Safe Electric documentation (“Cert 3” and “Test Record Sheet”)

Exclusions & limitations to a standard install

2.1

Upgrades to your main electrical supply are excluded from the standard install (i.e. new distribution board / main fuse / electrical tails upgrade). Upgrades are sometimes required to safely support the additional electrical demands of the charger. For example, it is a Safe Electric requirement for the main incoming tails to be a minimum of 16 sq before a charger can be installed. If the capacity is insufficient, the install may need to be cancelled and rescheduled when the electrical capacity is upgraded by the ESB. A periodic inspection report is required to make an application to the ESB for upgrading the tails. Furthermore, if an existing cable is used for the car charger install, which is not suitably sized to take the 7kW electrical load, it may be required to de-rate the charger to a lower load, which would charge the car at a slower rate.

In other instances, the electrical tails may be sized sufficiently, however there may be no rotary isolator fitted inside the ESB meter, or there may be an existing rotary isolator which is not fit for purpose. In these instances, it is the responsibility of the customer to contact ESB directly to make arrangements for their ESB meter to be upgraded accordingly.

Any costs from ESB Networks to upgrade a customers electrical supply in their ESB meter (tails, isolator etc) has to be borne by the customer, and not by Absolutely Wired. Furthermore, this cannot be used an excuse for the customer to withhold payment for a charger install.

ESB Networks can be contacted on (021) 238 6555.

2.2

The presence of an Earth Rod, and Earth Bonding of hot water / gas pipes, need to be present to prevent fatal electric shocks and guarantee customer safety. As such, ensuring protective bonding is in place before an EV charger installation is vital. The only exception where earth bonding doesn’t need to be present is if the pipes that feed the gas / water supply are plastic.

2.3

If the customer has an existing PV solar system installed at their home, and they require syncing with their car charger app, there is a cost associated with additional hardware which needs to be fit for this functionality – it must be requested by the customer prior to install.

2.4

The charger will be connected to the internet WiFi as part of the standard installation, however in some cases it is not possible, for example when the internet signal is weak at the charger location, an internet extender or “TP Link” may be required. Or sometimes the internet signal needs to be “split” into 4g and 5g signals by the internet provider before connecting to the charger is possible. Regardless, the install team will make their best efforts to connect to the internet on the day, however if it is not possible, the team will communicate the likely cause, and the responsibility lies with the customer to address the internet issue. Absolutely Wired will provide remote customer support and trouble shooting to customers as required. Internet connection issues cannot be used as an excuse by the customer to withhold final payment – this will be required following installation of the charger, paperwork and grant documentation. Furthermore, the main power in the house needs to be turned off for a short period during installation - if there are internet issues once the power is turned back on, this is not the responsibility of Absolutely wired, and again is not a reason to withhold payment. If a customer's charger loses connection to the internet, for example when they change internet provider, it is not the responsibility of Absolutely WIred to reconnect, although remote help will be provided, an on-site call out cannot be provided as it occurs too frequently for Absolutely Wired to provide this service. Any call-out linked to an non-installation issue is chargeable to the customer (see 2.8). Absolutely Wired partners with charger manufacturer's with reliable customer support services who provide comprehensive technical support, inc. WiFi connectivity issues.

2.5

The home owner must have a parking space off-street, to ensure the charger’s lead/tether does not create a trip hazard for members of the public. Absolutely WIred cannot install a charger in a terraced home, where the lead crosses a public pathway (please note Absolutely Wired cannot fit a ChargeArm, or break into public pathways, as it is not approved by City Councils). If the pathway is privately owned, ground works can be arranged to trench the cable and fix a pedestal for the charger. If any ground works are required, where cable needs to be trenched underground to cross a garden / path, this needs to be priced and agreed ahead of the install. If this is only discovered on the day of install, the job will likely need to be cancelled and rescheduled. It is a requirement that the car charger is mounted to the wall at a height which reduces the likelihood of being hit by a car – typically the top of the charger is set at a ~1.5m height. If a free-standing pedestal is required, please be aware there will be a cost associated with supply and fit.

2.6

If there is a requirement to run cable under floorboards which have not been lifted ahead of time, or through ducting / ceiling or wall voids without a draw cord (to pull the cable through) – please notify us ahead of time, as this may add additional time and cost to the installation. Absolutely Wired cannot take responsibility for reinstating flooring / other building materials once cable has been laid.

2.7

If there are extreme weather conditions (such as storm, flooding, heavy rain or wind) it may not be safe for our installers to work, they will do as much as they can and their return will be scheduled for another date.

2.8

Service call backs / site visits are not provided, with the only exception being in the event an installation issue is discovered. All troubleshooting is first done remotely to diagnose the issue remotely – the majority of issues can be fixed in this way.*

*Some of the products Absolutely Wired install, such as the myenergy Zappi, communicate with other MyEnergi products in the home, such as the Eddi, Libbi and Harvi products. Unless these additional products have also been supplied and installed by Absolutely Wired, we do not accept any responsibility for connecting a Zappi charger to these products, often they can be tempermental and connectivity issues do happen. The Absolutely Wired team will make best efforts to support the customer to connect to these products, however ultimately, troubleshooting connectivity issues to these products is the responsibility of the customer to do with MyEnergi tech support, and not with Absolutely Wired. In instances where a call out is actioned due to a connectivity issue with existing tech which Absolutely Wired did not install, the customer may be subject to a service call fee of €320 +VAT.

Additional works / Rescheduled install

In cases where the “standard install” does not cover the works required for a charger installation;

Detailed breakdown or required works will be provided, with a justification provided to the customer for these works.

Typically these works are those which are defined in the section above “exclusions & limitations to a standard install”. These can also be seen under the SEAI’s home charger grant T&Cs.

If Absolutely Wired's install team determines an install cannot go ahead on the day, additional works will be quoted to the customer, and new install date set within 7-10 working days.

The customer or owner of the home should be present on site for the entire duration of the install, or else a responsible adult over the age of 18 years old.

Install Duration

Absolutely Wired allocates 3 hours for a “standard install” - if works cannot be completed on the day due to unforeseen issues with the electrical or due unexpected additional works, then it may be required to reschedule once the additional works are complete or once updated quotation for the works have been accepted by the customer.

Install Partners & Quality Control

Absolutely Wired does not use sub contractors and has their own installation team. This ensures our chargers are installed by electricians who are qualified and approved by Safe Electric .

In the event of a potential installation hazard, Absolutely Wired will defer to Safe Electric for guidance on recommended resolution. Absolutely Wired's installs follow I.S 10101 guidelines for the Republic of Ireland.

Customer support / Service calls

Absolutely Wired provides technical support to customers post installation . The office hours are 9am-5pm, Monday-Friday. The office is closed on weekends and bank holidays. Customer support and diagnostics are provided remotely by Absolutely Wired and in partnership with the Charger Manufacturer. Only in the event of an installation issue being discovered, is a service call / site visit required, and there is no cost to the customer in this instance. However, should a service call / site visit occur and the root cause of the issue be determined to be caused by customer interference or by a third party, the customer will be liable for a service call fee of €320 + vat. Furthermore, some of the products Absolutely Wired install, such as the MyEnergi Zappi charger, communicate with other MyEnergi products in the home, such as the Eddi, Libbi and Harvi products. Unless these additional products have also been supplied and installed by Absolutely Wired, we do not accept any responsibility for connecting a Zappi charger to these products, often they can be tempermental and connectivity issues do happen. The Absolutely Wired team will make best efforts to support the customer to connect to these products, however ultimately, troubleshooting connectivity issues to these products is the responsibility of the customer to do with MyEnergi tech support, and not with Absolutely Wired. In instances where a call out is actioned due to a connectivity issue with existing tech which Absolutely Wired did not install, the customer may be subject to a service call fee of €320+VAT.

3 year warranty

Absolutely Wired installs car chargers which are covered by a minimum 36-month product warranty. It is the customer’s responsibility to register the charger with the manufacturer to activate the warranty post install. In the event of hardware failure, the customer can report the issue to Absolutely Wired, or directly to the charger Manufacturer. In order to expedite the process, they should include details including the serial number, the date of installation and short description of the fault – with images/screenshots as required. All warranty claims are ultimately handled and decided through the charger manufacturer, and once reviewed, a new charger will be shipped to the customer if deemed a valid warranty claim. Please note, the warranty will be rendered void should the charger unit be opened, modified, tampered with or repair attempted by anyone other than Absolutely Wired / the Charger manufacturer. In most instances warranty claims are not required, as failure rates of chargers are extremely low within the warranty period, and usually issues can be resolved remotely with the support of Absolutely Wired & Charger Manufacturer’s respective technical support teams.

Limitation of liability

In no circumstance will Absolutely Wired accept any liability for any loss, costs, or consequential damage due to the use and/or misuse of installed hardware or software products except in cases where it determined to have been caused by our negligence. For example when a charging cable or charger plug is damaged by a person or pet. In no event will Absolutely Wired accept any liability for any loss, costs, or consequential damage due to the aborted installation of a car charger where it is not safe or practical to install. This includes (but is not limited to) issues related to land ownership or power which can’t be assessed prior to install. In these circumstances we will provide a full refund of all money paid to Absolutely Wired in respect of the planned installation unless the customer has withheld any key information from us (Absolutely Wired). Our liability for any other losses won’t exceed the value charged for your install, except for our liability for personal injury or death caused by our negligence and anything else where our liability can’t be limited by law. The customer is liable for any costs incurred due to the supply of false, inaccurate, or incomplete information to Absolutely Wired in relation to the SEAI home charger grant or any other services offered.

Smart Charger functionality / Load balancing

Absolutely Wired only install “smart” chargers which refers to chargers which connect to the internet, and which have intelligence to monitor, manage, and restrict energy consumption. Once connected to the internet WiFi, the charger will automatically download over-the-air updates, meaning it continually runs on the latest firmware updates available. Connecting the charger to WiFi is required to connect to the charger manufacturers App, which shows live and historical charging data, while also providing remote control functionality. As per section 2.4 of “exclusions & limitations to a standard install” above, please note appropriate internet WiFi signal in the location your charger is installed is the responsibility of the customer. If the signal is not sufficient, functionality that requires WiFi may not work as intended or at all. For example, firmware updates may take a long time to complete or not complete at all, remote support diagnostics may not be possible and charging data may not be properly recorded in the manufacturers App.

The CT (current transformer) clamp is fixed to the main incoming supply (“tails”) as standard with your charger, and this enables the charger to measure the electric current which in turn allows “load balancing”, a safety feature which adjusts the electricity load (or charge rate) thereby preventing overloading your home’s allocated electricity supply. Please note, any alterations post installation which may impact the home charge unit’s functionality, such as tampering or damage to the CT clamp, should be reported to Absolutely Wired. Furthermore, if your charger is installed from a secondary distribution board (i.e. fuseboard), your electricity supply is not protected from overload.

Distribution Network Operator Conditions

The rate at which your charger is capable of operating at is ultimately determined (and limited) by the distribution network operator (DNO) conditions – or in layman’s terms, how much power is available at the location where it’s installed. DNO conditions are not under Absolutely Wired’s control and therefore we cannot guarantee any power output or availability period in relation to your charger and accepts no liability or responsibility for issues such as performance arising therefrom. Furthermore, the majority of homes operate on a single phase supply, meaning that the maximum load the charger can draw is ~7kW. In some instances homes operate on a three-phase supply, and in those exceptional cases, a three-phase charger can be installed, which can draw up to a 22kW load.

Payment

Absolutely Wired accepts payments methods of credit and debit card, Direct debit, and Bank Transfer.

Complaints Process

At Absolutely Wired, we take customer complaints very seriously, as we strive to provide a high level of service and quality. See below our 5x step process for addressing customer complaints in timely manner;

Customer files complaint via email to darragh@absolutely-wired.com with a full description of the complaint, with supporting pictures as necessary. The more information shared, the better we can assess the complaint.
Absolutely Wired will respond via email, acknowledging receipt of the complaint, and commence a 5 working day period for solving complaint.
Absolutely Wired will categorize the complaint and assess a resolution in line with company policy(s).
Solve issue, or explain to customer reasons as to why issue cannot be solved.
Follow up with customer to ensure they're satisfied with response, and answer any further questions on the matter.

Retention of Title of Goods

Absolutely Wired retain ownership of all goods and services provided until paid in full.

Changes to Terms and Conditions

Absolutely Wired hold the unilateral right to change or vary these Terms and Conditions without advanced notification to existing customers.

Website Cookies

Visitors to Absolutely-wired.com have the right under EU GDPR legislation to accept or reject cookie policy. See below “privacy policy” for information on how Absolutely Wired makes use of cookies and gathers information. Credit / debit card details will be held for the sole purpose of payment of requested service in which Absolutely Wired provides. You give agreement to the provisions contained within the Privacy Policy. Absolutely Wired will uphold the principles of obtaining and processing data fairly and ethically.

Absolutely Wired Limited

Privacy Notice – How we Manage and Protect your Personal Information

Absolutely Wired Limited we take the privacy of your personal information seriously. Our Privacy Policy explains how and when we collect personal information, why we do so and how we manage and protect this information. It also explains your rights in relation to the use of your personal information and how you can exercise these rights.

We will update our Privacy Notice from time to time and you can review it on our website www.absolutely-wired.com

What Personal Information do we collect and how?

To provide data to our web applications we may collect personal information in the following ways:

Information you provide to us when you complete our proposal tool and in any other interactions you have with us including your identity, contact details and vehicle details.
Information about your location including date and time you search for and use your charger.
Information about your use of chargers including duration energy usage and cost.
Information about your payments.
Information about your use of our web applications including IP address, type of device, browser, location and pages accessed.
Information about your marketing preferences based on your consent for us to send marketing communications to you using your preferred channels.

How do we Use your Personal Information?

We use your personal information to provide data to our web applications. Your personal information may also be used in the following ways:

To provide you with information on our services at your request.
To provide you with information relating to other products or services that may be of interest to you. We will only communicate with you in this way if you consent to receive marketing communications from us.
To tell you about any changes to our services or web applications as necessary.
To respond to your feedback, queries and complaints.

How long do we Keep your Personal Information?

We will only keep your personal information for so long as it is necessary for the purpose for which it was collected. This will vary depending on the purpose for which we collected the personal information. After this we will delete or anonymise your personal information.

How do we Protect your Personal Information?

The security of your personal information is important to us. We do our best to make sure that your personal information is kept secure from unauthorised or unlawful use, loss or destruction.

Who do we Share your Personal Information with?

In order to provide data to our web applications we may need to share your personal data with trusted third parties.

Before we share data with third parties we check that they apply the same or greater controls in relation to data protection including if there is a requirement to send you personal information outside of the European Economic Area (EEA).

This Privacy Notice is not applicable to third parties. Where we deem it appropriate we may direct you to the Privacy Notice of a relevant third party or your will find their Privacy Notice on their website.

We may also share your personal information with any member of our group.

We may also share your personal information in the following circumstances:

In the event that we sell any of all our business, in which case we may share your personal information with the buyer.
If we are required to share your personal information in order to comply with any legal obligation or to enforce an agreement.
To reduce fraud risk.
To protect our rights, the rights of our group or our customers.

What are your Rights in relation to your Personal Information?

In order to collect and use your personal information we must have a legal basis for doing so.

As a data subject you have a number of rights:

Right to be informed: You have the right to be told how your personal information is used. This Privacy Notice is intended to provide you with clear and transparent details on how we use your personal information.
Right of access: You can ask us for a copy of the personal information we hold about you.
Right of rectification: If you think that the personal information that we hold about you is wrong, you can ask us to correct it.
Right of erasure: You can ask us to delete your personal information. We will do so unless we have a legitimate reason to keep it.
Right to restrict processing: You can ask us to stop using your personal information. We will do so unless we have a reason that we need to keep using it e.g. to provide you with our services.
Right to data portability: You can ask us to provide your personal information in a suitable format to another service provider.
Right to object: You can object to us using your personal information for certain reasons including direct marketing.
Right not to be subject to automated decision-making including profiling: If we were to make decisions based solely on automated processes you could ask us not to do this.

How do I make a Privacy Related Query or Complaint?

If you would like to make a query or complaint you can contact us:

Telephone: +353 852533207

Email: info@absolutely-wired.com

Postal Address:

45 Liffey Crescent

Liffey Valley Park

Lucan

Co. Dublin

You also have the right to complain to the Data Protection Commission or another supervisory authority. You can contact the Office of the Data Protection Commissioner at:

Telephone: +353 57 868 4800

+353 (0)761 104 800

Lo Call Number 1890 252 231

Fax: +353 57 868 4757

Email: info@dataprotection.ie

Postal Address: Data Protection Commission

Canal House
Station Road
Portarlington
R32 AP23 Co. Laois