Heat pumps and solar panels: complaints, additional charges and advance-payment refunds

You sign the contract and pay in advance, then receive a different-capacity device, an extra bill or a system that does not work as agreed. With heat pumps and solar panels, first establish whether the problem concerns the equipment, installation, completion date or contract itself. Each situation may call for a different remedy and different evidence.

On 7 October 2026, the President of UOKiK announced that 21 clauses used by Nasz Prąd had been found unfair and a fine of 21 475 000 zł had been imposed. The announcement described, among other things, changing a pump's capacity and price after signing, penalties for an unprepared building and shifting responsibility for roof strength onto the customer. According to the announcement, the decision is not final and the company may appeal to a court. These findings concern the specified trader; they do not determine the assessment of every company or every renewable-energy contract.

An administrative fine is not a payment to an individual customer. The announcement alone also does not mean every buyer will receive a full refund. An individual claim still depends on the contract, payments, work performed and circumstances in which the agreement was made. Source: UOKiK announcement of 7 October 2026

Make a chronological record: what was ordered, when and to whom payment was made, the agreed deadline and the work actually completed. Compare the model and specifications in the offer with the installed device's markings. Keep the acceptance report and any reservations. If capacity selection or installation is disputed, consider whether an independent technical assessment is needed.

Consumer sales contracts are subject to the rules on goods not conforming to the contract. As UOKiK explains, a consumer may initially demand repair or replacement; a price reduction or withdrawal is available in the situations specified by law. Not every defect immediately justifies a full refund. Where a contract also covers installation or building work, its nature and the appropriate legal basis must be established. See UOKiK's explanation of goods not conforming to the contract.

• The contract, terms, attachments, offer, estimate and all amendments.
• Transfer confirmations, invoices and any financing and subsidy documents.
• The audit, design, equipment specifications, acceptance and inspection reports, and fault notifications.
• Installation photos, readings, correspondence with the contractor, and your complaint and response.
• A short list of discrepancies: what was promised, what the contract said and what you actually received.

If the company has not performed the work, assessing a refund requires checking the deadline, reasons for delay, work completed and basis for ending the contract, among other things. An advance payment (zaliczka) and earnest money (zadatek) are not the same. Do not assume an installation problem automatically ends a separate credit agreement. State whether a bank financed the purchase and whether subsidy documents were signed.

The right to withdraw from a distance or off-premises contract depends on the contract type, how it was made and statutory exceptions. UOKiK explains that the usual period is 14 days, or 30 days for an unsolicited visit to a consumer's home or a sales excursion. When the period starts also depends on the contract type. The signing date and location and information about the start of services therefore matter. UOKiK's explanation of withdrawal.

One project may involve a seller, installer, bank and subsidy administrator. These are not always the same company. Start by checking the names and details on the contract, invoice, payment confirmation and financing documents. Note whom you actually engaged for each task and who responded to the complaint.

This is a practical map of documents, not a ready-made answer about liability. If a trading company took the order, a team installed the system and a bank collects the instalments, sending everyone the same letter does not establish what you demand from each. Check particularly carefully whether the problem concerns the work, equipment specifications, settlement or information given before signing.

The offer specifies a particular device model and scope of work. Different equipment is installed, with the contractor citing stock availability. Include the offer, contract, device markings and correspondence about the change. Identify which change you accepted and which was not agreed. A photo of the panels alone cannot reconstruct the order terms.

Another case: you paid in advance, the deadline passed and work has not started. The agreed deadline, start conditions, any amendments and the company's replies matter. This differs from a complaint about a completed but defective installation. Do not choose a remedy solely on the basis of another customer's story.

1. Ustalenia: the subject of the contract, price, scope, device model and deadlines.

2. Payments: dates, amounts, recipients and whether the purchase was financed with credit.

3. Wykonanie: what was installed or completed, when, and what reservations were recorded at acceptance.

4. Discrepancies: a short, documented list of differences between the contract and the actual situation.

5. Previous notifications: when the problem was reported, what was requested and how the company responded.

For technical problems, record the symptoms, device messages and circumstances in which they occur. Do not try to determine the cause yourself from general online advice. An independent technical assessment can help establish whether the issue concerns selection, installation, configuration or another system component.

Keep notification confirmations, describe completed visits and identify faults that remain. If you received a response, check whether it addresses every discrepancy. A general statement that “the system works” does not itself establish compliance with everything agreed, just as an unsatisfactory reading alone does not establish the cause.

Collect the full set of documents before writing again. A short summary of requests and the parties' positions is more useful than numerous scattered messages. The available route depends on the contract and specific circumstances; general information does not replace identifying the legal basis appropriate to the documents.

Reporting a defect to the contractor does not automatically clarify credit terms or subsidy documents. Check what documents you received, what actions have already been reported and who was responsible for them. If correspondence introduces an extra charge or specification change, keep both the original offer and the proposed change.

Do not assume a dispute with the installer suspends other obligations. Identify all related contracts when preparing the case for assessment. This helps raise the right questions before further arrears or contradictory statements arise.

When first contacting PGW, explain whom you contracted with, how much you paid, what was completed and the main problem. Include the complaint response and financing details. We will establish the possible scope of service and documents needed for further assessment. A clear chronology aids analysis, but does not guarantee a full refund or a particular dispute outcome.

UOKiK identifies consumer ombudsmen and the Trade Inspection as sources of help with individual disputes. After an unsuccessful complaint, you can also check out-of-court dispute resolution options. Reporting a market practice to UOKiK and pursuing your own money are separate actions. Official list of assistance options.

You can also describe your case to the PGW team. To start, identify the company, the contract's subject, the amount paid and the problem. PGW establishes the possible scope of service and coordinates action; an independent lawyer selected by the client provides legal assessment and representation. Terms depend on the case. We also discuss recovering an advance payment from a company in a separate guide.

In your written notification, give the contract number and date, describe how performance differed from the agreement, attach evidence and state the action you expect. Keep proof of sending and the reply. If you suspect an electrical hazard, do not repair the system yourself; assessment by a suitably qualified person is needed.

Does a lack of contact mean fraud?

Not by itself. Non-performance may be a civil dispute. If deliberate deception is suspected, consider notifying law enforcement. Criminal proceedings and pursuing payment are separate matters.

Can you stop paying instalments?

Do not make that decision solely because of a breakdown or a dispute with the installer. Check the financing agreement and its connection to the purchase; stopping payments on your own may create further arrears.

When withdrawing, the start of services before the deadline and the consent wording may matter. Check UOKiK's explanation of special contract situations. For other situations, see our guide to first steps after online fraud.

This material was prepared from the official sources linked above, checked on 20 October 2026.