Frequently Asked Questions

Supply and Installation of the Zaptec Go home charger

The cost covers the following items:

  • Delivery and standard installation by our expert UK team
  • 3-year warranty
  • Aftercare service for three years after installation

Your cost includes a standard installation. This covers a charge point located in the same building, and within 15 metres of your power supply. If your installation is more complicated, we will discuss any additional costs after your survey and provide you with a quote for any additional materials needed.

if you would still like to proceed, then we will send you an invoice with a link to the payment.

If you decide not to proceed then we’ll issue you with a full refund, no questions asked.

As soon as your order is placed, you’ll receive a text message from us with a link to the survey as we need to collect a few more details from you to help us prepare for your installation.

Please complete your survey as soon as you can. Once you send this back to us, we will give you a call to talk through your survey information and arrange a good time to send our engineer out to install your charge point.

We’ll look for the next available slot for our engineer in your area and give you a call to find out when will be convenient for you. From the date you return the survey to install is estimated at around two weeks but we can often get someone to you earlier.

Our installation slots are booked for either 9am or 1pm and we even install at weekends.

Once we’ve spoken to you about your survey and arranged an installation date, we will post your charge point to your home address. This will be sent with Parcelforce and you’ll receive an email with your delivery date and tracking information. Parcelforce will give you the option to change your delivery date if you need to.

Your charge point will arrive in a sealed box. Please leave it unopened until your installation date. Our engineer will open it and check that the box contains everything he needs.

It’s free delivery for our charge points.

If the delivery arrives damaged then get in touch with us straight away so that we can arrange a replacement in time for your installation date. We may ask for evidence of the damage such as photos.

You can cancel your home charge point order at any time before the installation date. However, if the charger has already been delivered to you, you must return it by post at your own expense.

We will refund you within 14 days of receipt.

To request a cancellation please call us at 03300 562 562 or email the home charging team at [email protected]

We are here for you for years after your installation and pride ourselves on our aftercare service. For three years after your installation, we offer unlimited call-outs if your charge point develops a fault or stops working. Just get in touch and let us know at [email protected] or call us on 03300 562 562.

All parts and labour costs will be covered unless our engineer determines that the fault was caused by your deliberate act or omission or failure to follow reasonable instructions given to you at installation.

We also regularly keep your software up to date with automatic, remote updates throughout the life of the equipment.

In the event that your EV charge point needs to be removed from the property as you have not acquired the correct permissions, Mer bears no responsibility. Any costs associated with the removal of your charge point, fines, or legal fees, will be your own responsibility.

We’re always here to help and answer any of your questions, before or after installation. Email us [email protected] or call us on 03300 562 562 between the hours of 9am and 5pm, Monday to Friday.

Last updated: June 2022