Sentinel™ Installer Terms and Conditions
These terms govern participation in the Sentinel Installer Partner Programme, including customer introductions, onboarding, authorised platform access and cooperation on technical support. They form a business agreement between Sentinel and the installer business identified in the accepted application.
Version 0.3 | 15 September 2026
1.1 Sentinel means SENTINEL EMS LTD, registered in England and Wales with company number 16914668 and registered office at Lynnem House, 1 Victoria Way, Burgess Hill, West Sussex, England, RH15 9NF. Partner means the company, partnership or sole trader identified by its legal name in the application, acting in the course of its business.
1.2 By submitting an application and accepting these terms, the applicant offers to enter this agreement. The person submitting it confirms that they are authorised to bind the Partner. The agreement starts only when Sentinel emails its express acceptance (Acceptance Date). An automated receipt, payment acknowledgement or discussion does not itself constitute acceptance. If Sentinel declines the application, it will refund any joining fee collected within 14 days.
1.3 The agreement comprises these terms and the Programme Schedule presented to the Partner before submission and included in Sentinel’s acceptance email. The Schedule records the agreed commercial and operational details. It takes priority only where it expressly identifies the provision it varies. Any subsequent change must comply with clause 14. An acceptance proposing different commercial terms requires the Partner’s express agreement before it takes effect.
1.4 The Partner must check its application and correct errors before submission, keep its contact details current, and retain the agreement and acceptance email. Business Day means Monday to Friday excluding public holidays in England. Written notice includes email. References to law include applicable amendments and replacements.
2.1 Subject to onboarding and continuing eligibility, Sentinel appoints the Partner on a non-exclusive basis in the United Kingdom to serve residential and commercial customers. The appointment permits customer introductions, approved onboarding and use of the partner tools and branding expressly made available by Sentinel. The Partner may fund a customer’s promotional subscription under clause 5A.
2.2 The Partner acts as an independent contractor. “Partner” is a programme description and does not create a legal partnership, agency, franchise, employment or joint venture. Neither party may bind the other. The Partner may not enter customer contracts for Sentinel, collect its subscription fees, resell or white-label its services unless separately agreed in writing.
2.3 Neither party promises a minimum number of customers, leads, subscriptions or sales. There is no territory exclusivity, minimum sales target or restriction on working with competing providers unless expressly agreed in the Schedule. Conflicting control of an individual customer’s assets is governed by clause 5.4.
3.1 The Partner must provide accurate business, ownership, contact, qualification and insurance details and notify Sentinel promptly of any material change. Sentinel may conduct reasonable checks before acceptance and during membership.
3.2 The Partner must hold and maintain current MCS accreditation covering the installation activities it undertakes within the programme, together with all licences, registrations, technical competence, training and other accreditations required for its work. It must provide evidence of its MCS status before approval and on reasonable request, and promptly notify Sentinel of suspension, withdrawal, expiry or a relevant restriction. Programme approval does not certify every installation or guarantee the Partner’s work.
3.3 The Partner must maintain suitable professional indemnity insurance for the nature, scope and risks of its work, together with appropriate public liability cover and employers’ liability insurance where legally required. Cover must extend to the activities performed under the programme. The Partner must provide evidence of the insurer, scope, limits and validity before approval and on reasonable request, and promptly disclose cancellation, lapse, material reduction or a relevant coverage restriction. Any specific minimum limits must be recorded in the Schedule before acceptance.
3.4 The Partner is responsible for its employees and subcontractors, their competence, conduct and compliance with this agreement. Each person requiring system access must be individually authorised. The Partner must complete the agreed onboarding and training before using restricted tools or presenting itself as an approved Installer Partner.
3.5 The Partner must perform its installation, commissioning, maintenance and repair work with reasonable care and skill and in accordance with applicable law, electrical and safety requirements, manufacturer instructions and applicable grid-connection requirements. It must obtain the approvals and provide the certificates required for its work and retain appropriate records.
4.1 The standard one-off joining fee is £999 plus VAT at the applicable rate. There is no recurring partner membership fee. The Solar & Storage Live joining offer is £399 plus VAT and includes two customer subscriptions, each free of subscription charges for 12 months. This offer is available only from 22 September 2026 to 24 September 2026 inclusive, UK time. The Schedule must record the selected offer, applicable VAT, total payable and payment date. Each party otherwise bears its own costs.
4.2 Sentinel will provide the onboarding and programme benefits described in the Schedule with reasonable care and skill. Activation of partner access may be conditional on payment, verification and training. Sentinel will inform the Partner of any outstanding conditions and work with it to complete them.
4.3 If an undisputed invoice remains unpaid, Sentinel may charge statutory interest and recovery compensation where legally available. Before suspending access for non-payment it must give at least seven days’ written warning. A genuine invoice dispute must be raised promptly with reasons; the undisputed part remains payable.
4.4 Once agreed onboarding has been fully delivered, the joining fee is not refundable merely because the Partner makes no sales or chooses to leave. If the agreement ends before delivery is complete, Sentinel may retain only the reasonable value of onboarding actually delivered, up to the joining fee, and must refund the balance within 30 days. This does not limit remedies for breach.
4.5 The two show-offer subscriptions each include Protect, Optimise and Flex within the single subscription price, with no subscription charge for the first 12 months. Activation of each service depends on the customer’s system and tariff and the eligibility conditions in clause 6.1. Each 12-month period begins when Sentinel confirms that customer’s subscription is live. The Schedule must record any redemption deadline and the event qualifying an application for the dated offer. Customer payment at renewal is governed by clause 5A.
4.6 The Partner receives no referral commission, subscription revenue share or share of grid-services income under this programme. Any allocation of grid-services income under a customer contract is separate and creates no entitlement for the Partner.
5.1 Each customer contracts separately with Sentinel for its subscribed services and normally pays Sentinel directly. The Partner may instead purchase a subscription for a specified promotional period on that customer’s behalf under clause 5A. The Partner contracts separately for its installation and maintenance work. Funding a subscription does not authorise the Partner to accept service terms or asset-control permissions for the customer.
5.2 Before activation, the customer must receive and accept the applicable residential or business customer terms, service description, pricing and any promotional or renewal conditions. The relevant customer must authorise remote access, monitoring and control, metering-data access and any grid-services participation. The Partner must not tick acceptance boxes, fabricate consent or activate services without valid authority. Residential customers must receive the consumer information and cancellation rights applicable to their contract.
5.3 The Partner must use Sentinel’s current compatibility and onboarding requirements, check the proposed asset and integration, and accurately supply the required site, equipment, commissioning, tariff, metering and contact information. It must disclose known installation faults, warranty restrictions, connectivity limitations and incompatible services. Credentials must be transferred only through approved secure methods.
5.4 The Partner must identify any existing aggregator, flexibility, virtual power plant or other remote-control arrangement affecting the same asset. It must not disconnect another service or enrol an asset in conflicting control arrangements without the customer’s authority and Sentinel’s confirmation of a safe transition. It must not interfere with agreed settings or controls except for necessary safety action, agreed maintenance or an authorised customer instruction, promptly notifying Sentinel of any relevant change.
5.5 Only Sentinel confirms that an asset is accepted and services are live. Compatibility may depend on equipment, firmware, connectivity, tariff and third-party permissions; an approved manufacturer does not mean every product or feature is supported. Sentinel will notify the Partner of material compatibility changes relevant to its authorised customer portfolio as reasonably practicable.
5A Installer funded subscriptions and renewal
5A.1 Before a Partner-funded subscription starts, Sentinel and the Partner must record the named customer and site, the Protect, Optimise and Flex subscription and initial service eligibility, price and VAT, promotional duration, start and end dates and the Partner’s payment obligation in a written funding order. The customer must separately accept the applicable Sentinel customer terms and give the permissions required by clause 5.2. The Partner is responsible for the agreed promotional-period charges; the customer is not liable for those charges merely because it receives the service.
5A.2 The intended arrangement is that the customer holds the service contract from activation while the Partner funds the agreed initial period. The Partner must clearly tell the customer who pays, when the funded period ends and that continued service thereafter requires the customer to agree to pay Sentinel directly. Funding does not give the Partner ownership of the account or an independent right to control the customer’s assets.
5A.3 Before the promotional period ends, Sentinel will contact the customer directly with the renewal price including applicable taxes, billing frequency, term, renewal date, cancellation information and a means to accept and set up payment. Customer-funded renewal requires the customer’s express agreement and valid payment authorisation. Silence, continued use, or the Partner’s acceptance does not authorise Sentinel to charge the customer. The same process applies when a free show-offer subscription ends.
5A.4 If the customer does not agree to renewal, the subscription ends at the end of the funded or free period, with notice and safe cessation of remote services under the customer terms. The Partner is not automatically charged for a further term and the customer does not inherit unpaid Partner invoices. Any extension funded by the Partner requires a new written agreement. Ending programme membership does not cancel an existing funding commitment or shorten the customer’s paid or free period.
5A.5 Where a separately agreed arrangement places the initial service contract in the Partner’s name, renewal in the customer’s name requires either a new customer contract or an express transfer agreement accepted by Sentinel, the Partner and the customer. A transfer takes effect only on the agreed date and does not release accrued Partner liabilities unless expressly agreed. Customer service and control permissions remain necessary throughout. Any refund for a Partner-funded period is due to the party that paid, subject to the applicable contract and law.
6.1 Sentinel offers one subscription tier including Protect, Optimise and Flex within the subscription price. Each service is activated according to the customer’s system compatibility and tariff suitability, together with any necessary permissions, connectivity, integration and market or programme eligibility. Inclusion does not mean that all three services can be activated immediately or on every system. The Partner must explain known activation conditions and limitations before signup and must not present the services as separately priced tiers. Customer pricing and any grid-services revenue allocations are governed by the relevant customer contract; inclusion of Flex does not remove those allocations.
6.2 The Partner must not guarantee savings, grid-services revenue, payback, uninterrupted service, fault detection or protection against equipment failure. Calculator outputs and forecasts must be described as estimates, with material assumptions, limitations and applicable subscription and other charges made clear. The Partner must not alter approved outputs to make benefits misleading or describe gross benefits as net savings.
6.3 The Partner must not promise insurance, an extended equipment warranty, manufacturer endorsement, energy-supply services or a particular response time unless Sentinel has expressly approved that specific offer in writing. Monitoring does not replace electrical inspections, physical maintenance or manufacturer warranty requirements.
6.4 Each party must comply with applicable advertising, consumer protection, direct marketing and anti-bribery requirements. The Partner must explain its role and any financial incentive where legally required and must not misrepresent Sentinel or its relationship with a manufacturer or energy provider. Sentinel may require misleading or unauthorised materials to be corrected or withdrawn promptly
7.1 Sentinel manages first-line customer support for the Sentinel subscription, including Protect, Optimise and Flex. It is the initial contact for service enquiries and fault reports and provides triage, remote investigation and software-related assistance with reasonable care and skill. The Partner remains responsible for the safety and quality of its physical work, commissioning records, and its installation, maintenance and warranty obligations to customers.
7.2 The Partner must provide customers with Sentinel’s current support contact details and direct Sentinel service enquiries to that channel, forwarding reports received by the Partner promptly where authorised. The Schedule records support hours, contact and escalation channels and any agreed response targets. No fixed response or resolution time is promised unless expressly agreed. Both parties must cooperate promptly within their support scope; urgent safety issues must be handled under clause 7.5.
7.3 Sentinel will assess reported or detected issues and investigate software or remote-service faults within its scope. Where installation or hardware work is required, Sentinel will refer the matter to the Partner with reasonably necessary diagnostics and coordinate customer communications. The Partner must assess referrals concerning its work, cooperate in diagnosis and arrange remedial work required by its contractual or legal obligations. Neither party may present an unverified diagnosis as established fault.
7.4 A referral does not authorise chargeable site attendance. The party commissioning chargeable work must agree scope and charges with the responsible payer before work begins, except where emergency action is authorised by law or an existing contract. The Partner must not charge a customer for rectification which it is obliged to provide without charge. Sentinel does not assume call-out or replacement costs merely by referring a fault.
7.5 The Partner must promptly report suspected unsafe operation, equipment damage, serious control conflicts and relevant complaints. Remote monitoring is not an emergency response service. Immediate danger must be handled through the appropriate emergency procedure and competent personnel. Neither party may require unsafe work or actions contrary to manufacturer or network safety requirements.
8.1 During membership, Sentinel grants the Partner a limited, non-exclusive, non-transferable right to use the partner portal, tools and documentation made available for programme activities. Access is limited to authorised users and customers for whom current permission exists. No right to operate a customer asset is granted solely by membership.
8.2 The Partner must protect credentials, use available multi-factor authentication where required, keep devices reasonably secure and revoke access promptly when staff leave or roles change. It must not share accounts, bypass access controls, access another installer’s portfolio, bulk extract customer data without authority, introduce harmful code or copy or reverse engineer software except where the law permits this despite contractual restriction.
8.3 The Partner must promptly tell Sentinel of suspected misuse or security incidents and cooperate in containment. Sentinel may monitor use proportionately for security and compliance. On reasonable notice, the Partner must provide records directly relevant to compliance. Any review must minimise disruption, protect unrelated confidential information and occur no more than annually unless a material breach or security incident is reasonably suspected.
8.4 Sentinel may maintain and update its systems and restrict affected access where necessary for security or safe operation. It will give reasonable advance notice where practicable. No platform uptime commitment arises under this agreement unless expressly stated in the Schedule. Customer service commitments remain governed by the relevant customer contract.
9.1 Each party must comply with applicable UK data protection and privacy laws, including the UK GDPR, Data Protection Act 2018 and applicable electronic marketing rules, as amended. Each is responsible for the lawful basis, transparency, security, retention and individual rights relevant to processing for which it determines the purposes and means.
9.2 For customer introductions and each party’s separate customer relationship, the parties act as independent controllers to the extent each determines its own purposes and means. Roles follow the actual processing. Before either party processes personal data solely on the other’s instructions, they must enter the required processor terms; before jointly determining purposes and means, they must agree the required joint-controller arrangement. This clause alone does not authorise processing requiring such additional terms.
9.3 Shared data is limited to what is reasonably necessary for introductions, eligibility, onboarding, authorised monitoring, fault resolution, service administration and compliance. It may include customer and site contact details, equipment identifiers, commissioning records, relevant energy data, diagnostic logs and support history. Neither party may disclose entire customer databases or unrelated records merely because membership exists.
9.4 The disclosing party must establish a lawful basis, provide required privacy information and obtain any required permission before sharing. Each recipient must limit access to authorised people, use secure transfer methods, maintain appropriate technical and organisational safeguards, and comply with applicable restrictions on onward disclosure and international transfers. Customer permissions for service control and marketing must be addressed separately where required.
9.5 A party discovering an incident affecting shared personal data must notify the other without undue delay, provide available details and updates, and cooperate on containment, investigation and required notifications. Each party remains responsible for its own statutory reporting deadlines. They must also cooperate reasonably with relevant individual-rights requests and regulator enquiries.
9.6 Each party must retain shared data only as long as necessary for the permitted purpose or legal requirements, then securely delete or anonymise it. Withdrawal of customer authority ends the Partner’s corresponding access promptly. Lawfully retained records must remain protected and cannot be reused for unrelated marketing.
9.7 Sentinel may contact introduced customers directly to deliver, administer, renew and support their Sentinel services and obtain service feedback, subject to their contracts and privacy rights. The Partner retains its separate installation relationship. Neither party owns a customer or overrides that customer’s freedom to choose providers.
9.8 Sentinel must not use a Partner’s non-public customer list or service data to solicit competing installation work for HSEnergy or another installer, or disclose it to them for that purpose. Access by any shared-service personnel must be restricted to the service task, protected by confidentiality and appropriate permissions, and must not make that data available for their separate sales activity.
9.9 Clause 9.8 does not prevent a referral requested or authorised by the customer, necessary safety or service-continuity action, disclosure required by law, or dealings demonstrably arising independently without use of the Partner’s confidential information. Where practicable, Sentinel will first give the Partner a reasonable opportunity to address a service issue before arranging an alternative installer. Customer choice and safety take priority
10.1 Sentinel and its licensors retain their rights in the platform, software, calculators, documentation, branding and other materials. The Partner retains its rights in its own materials. No ownership transfers under this agreement.
10.2 Once approved, the Partner may use the current Installer Partner badge and approved Sentinel materials solely to promote its authorised participation, complying with supplied brand instructions. It must not register confusing domain names, social accounts or trade marks, alter logos without approval, or imply that it is Sentinel. Sentinel may require correction of misuse. All such use must stop when membership ends.
10.3 Sentinel may identify the Partner in a public installer directory only with its written approval of the name, logo and contact details used. Public case studies, testimonials and use of customer names require the relevant prior permissions. The Partner must ensure it has the necessary rights in materials it supplies.
11.1 Each party must protect the other’s non-public business, technical, pricing and customer information, use it only to perform or enforce this agreement, and disclose it only to personnel, contractors and professional advisers who need it and are subject to appropriate confidentiality duties. Each party is responsible for its permitted recipients.
11.2 This restriction does not apply to information lawfully public without breach, already lawfully held without restriction, independently developed or lawfully received from an unrestricted third party. Legally required disclosure is permitted, with advance notice where lawful and practicable. Confidentiality continues for five years after termination, and for trade secrets for as long as they remain trade secrets; personal-data obligations continue as required by law.
12.1 Nothing limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability which cannot lawfully be limited or excluded. Each party remains responsible for the acts and omissions of personnel and subcontractors performing its obligations.
12.2 Subject to clause 12.1, each party’s aggregate liability arising out of or in connection with this agreement, whether in contract, negligence, misrepresentation, breach of statutory duty or otherwise, is limited in each Contract Year to the greater of £25,000 and the total programme fees paid or payable by the Partner in that Contract Year. Contract Year means each successive 12-month period from the Acceptance Date; a final shorter period is also a Contract Year.
12.3 For breach of confidentiality, data protection, unauthorised customer-data use or infringement of the other party’s intellectual property, the separate aggregate cap is £100,000 per Contract Year, replacing the general cap for those claims. Claims arising from the same event or connected events are allocated to the Contract Year in which the first event occurred and do not attract multiple caps.
12.4 Subject to clause 12.1, neither party is liable to the other for indirect or consequential loss, or anticipated profits, savings or grid-services income. This does not exclude payment of agreed fees, refunds, or reasonable direct costs of responding to a data incident, restoring data or remedying physical property damage caused by the liable party, subject to the applicable cap. Fees and contractual refunds due are not reduced by a liability cap.
12.5 Each party must take reasonable steps to mitigate loss. Neither is responsible to the extent loss is caused by the other’s breach or negligence. This agreement does not alter liability under a separate customer or installation contract or restrict any customer’s rights. The same loss may not be recovered twice.
13.1 This agreement continues from the Acceptance Date until terminated. Either party may terminate on 30 days’ written notice, unless an expressly agreed minimum commitment is recorded in the Schedule. Either may terminate immediately for an irremediable material breach or a material breach not remedied within 14 days after written notice explaining what must be remedied.
13.2 Sentinel may suspend only the affected partner access, referrals or badge use where reasonably necessary to address a material breach, loss of a required qualification or insurance, unauthorised access, safety or security risk, or legal requirement. It must explain the reason and required remedy, before suspension where practicable, review the matter promptly and restore access when the grounds cease. Non-payment suspension is subject to clause 4.3.
13.3 On termination, the Partner must stop presenting itself as an approved partner and stop using Sentinel branding, tools and restricted documentation. The parties must cooperate in an orderly handover of open support matters and honour accrued payment and refund obligations. Confidential information must be returned or securely deleted on request, subject to lawful retention.
13.4 Ending or suspending membership does not itself terminate or suspend customers’ Sentinel subscriptions, change their prices or remove the Partner’s existing installation and warranty obligations. Sentinel must preserve customer service in accordance with each customer contract. Partner access may end, but reasonably necessary handover information must be exchanged securely where lawful and authorised. No account may be transferred to another installer without the required authority.
13.5 Clauses intended to operate after termination, including accrued payments, customer-data restrictions, confidentiality, intellectual property, liability and dispute provisions, continue to apply.
14.1 Sentinel may make reasonable changes to operational requirements or these terms by giving at least 30 days’ written notice, identifying the change and effective date. The Partner may terminate before a materially adverse change takes effect without an additional termination charge. Agreed joining fees and customer funding orders cannot be changed retrospectively. New recurring fees or a minimum commitment require express agreement.
14.2 Changes urgently required by law, safety or security may take effect sooner to the extent necessary, with notice and reasons as soon as practicable. Neither policy updates nor website edits may otherwise override this clause. Individually negotiated variations require written agreement by authorised representatives of both parties.
14.3 Neither party is liable for failure caused by an event beyond its reasonable control that it could not reasonably avoid or mitigate. The affected party must promptly notify the other, explain the effects, mitigate them and resume performance as soon as reasonably practicable. This does not excuse payment already due. Either party may terminate affected obligations after 60 continuous days of material disruption; refunds are dealt with under clause 4.4.
15.1 Formal notices must be in English and sent by email to the notice addresses in the Schedule, or delivered to the party’s registered or stated business address. Email is received at 9 am on the next Business Day after sending unless the sender receives a delivery failure; hand delivery is received when delivered during business hours, otherwise the next Business Day. This does not govern service of legal proceedings.
15.2 Neither party may transfer this agreement without the other’s written consent, not to be unreasonably withheld or delayed. Subcontracting does not release responsibility. This agreement is the entire agreement on programme membership; no term excludes liability for fraud. Failure to enforce a right is not a waiver. If a provision is unenforceable, the remainder continues. Third parties have no enforcement rights under the Contracts (Rights of Third Parties) Act 1999.
15.3 The parties will first refer a dispute to senior representatives and try to resolve it within 20 Business Days, without preventing urgent relief or steps needed to preserve legal rights. The agreement and related non-contractual disputes are governed by the law of England and Wales, whose courts have exclusive jurisdiction
I confirm that I am authorised to act for the business named in this application and that it is applying in the course of its business. On its behalf, I have read and accept the Sentinel Installer Partner Terms and Conditions and the completed Programme Schedule, including the charges shown. I understand that membership starts only when Sentinel confirms acceptance by email.