1. Introduction
These Installation & Configuration Terms apply where EDM Solutions is requested to install, configure, commission, register, link, test or support metering products, prepaid meters, smart meters, accessories, vending-related products or related utility infrastructure.
These terms apply together with the EDM Solutions Terms & Conditions, quotation terms, warranty policy, delivery policy and any formal quotation or agreement issued by EDM Solutions.
2. Quotation Scope
Installation and configuration services are only included where clearly stated in the formal quotation.
If the quotation only covers product supply, then installation, plumbing, electrical work, configuration, commissioning, meter registration, vending setup, site visits and technical support may be quoted separately.
Customers must review the quotation carefully before accepting it.
3. Site Readiness
The customer is responsible for ensuring that the site is ready before installation or configuration work begins.
Site readiness may include
- Safe access to the property;
- Access to meter locations;
- Access to water, electrical or utility infrastructure where required;
- Correct pipework, wiring or mounting location;
- Isolation valves or electrical isolation where required;
- Suitable working space;
- Approval from property owners, body corporates, tenants, managing agents or responsible representatives;
- Availability of a responsible person on site;
- Compliance with relevant safety and property requirements.
4. Access to Site
The customer must ensure that EDM Solutions or its approved installation team can access the site at the agreed time.
If access is denied, delayed, restricted or unavailable, EDM Solutions may charge additional fees for waiting time, return visits, rescheduling, transport, labour or project delay.
5. Accurate Site Information
The customer must provide accurate site and project information before quotation and installation.
This may include
- Property type;
- Number of meters required;
- Existing meter location;
- Pipe size;
- Meter type;
- Water or electricity supply arrangement;
- Phase type where electricity is involved;
- Municipal meter arrangement;
- Sub-metering requirements;
- Photos where requested;
- Access limitations;
- Any special site conditions.
EDM Solutions will not be responsible for delays, extra costs or unsuitable product selection caused by incorrect or incomplete customer information.
6. Additional Work
If additional work is required on site that was not included in the quotation, EDM Solutions may provide a revised quotation or charge additional fees.
Additional work may include
- Plumbing modifications;
- Pipe rerouting;
- Electrical changes;
- Civil work;
- Fault finding;
- Removal of old infrastructure;
- Repairing leaks;
- Replacing valves or fittings;
- Installing additional accessories;
- Extra cabling;
- Extra travel or labour;
- Work caused by unsafe or non-compliant site conditions.
7. Plumbing Responsibility
For water meter installations, the customer is responsible for ensuring that the plumbing infrastructure is suitable for installation unless plumbing work is specifically included in the quotation.
EDM Solutions may install meters according to the agreed scope, but existing leaks, damaged pipes, poor pipe alignment, inaccessible pipework, missing valves, pressure issues, municipal supply issues or plumbing defects may require additional work or third-party plumbing support.
8. Electrical Responsibility
For electricity meter installations, the customer is responsible for ensuring that electrical infrastructure is safe, accessible and suitable unless electrical work is specifically included in the quotation.
Electrical work may need to be performed by suitably qualified personnel. EDM Solutions may decline or delay work if the site appears unsafe or non-compliant.
9. Safety
EDM Solutions may refuse, delay or stop work if the site is unsafe.
Unsafe conditions may include exposed electrical wiring, dangerous plumbing conditions, restricted access, aggressive animals, unsafe structures, flooding, fire risk, poor lighting, unsafe working height, security concerns or any condition that places staff, contractors, customers or property at risk.
10. Installation Date and Scheduling
Installation dates are scheduled based on product availability, payment confirmation, team availability, site readiness and project requirements.
Any installation date provided before final confirmation is an estimate. EDM Solutions will make reasonable efforts to meet agreed dates but may reschedule due to stock delays, payment delays, weather, unsafe site conditions, access problems, supplier delays or events outside its control.
11. Customer Delays
If the customer delays installation by failing to provide information, payment, access, approvals or site readiness, EDM Solutions may revise the installation schedule and may charge additional costs where applicable.
12. Configuration and Commissioning
Some products require configuration or commissioning before use.
This may include
- Meter programming;
- Tariff setup;
- Vending setup;
- Keypad pairing;
- Token testing;
- Meter registration;
- Platform setup;
- Customer onboarding;
- Communication testing;
- Valve testing where applicable;
- Final technical verification.
Configuration and commissioning are only included where clearly stated in the quotation.
13. Vending and Meter Linking
Where meters must be linked to vending systems or third-party vending providers, EDM Solutions may require accurate meter numbers, customer details, property details and supplier information.
Delays may occur where third-party providers, supplier systems, vending platforms or external approvals are involved.
EDM Solutions will not be responsible for delays caused by external systems outside its control.
14. Testing and Handover
Where installation or configuration is completed, EDM Solutions may perform reasonable testing based on the scope of work.
Testing may include physical inspection, meter display checks, token loading checks, valve checks, communication checks or basic functionality checks.
The customer or site representative should be available during handover where required.
15. Customer Acceptance
Once installation, configuration or commissioning work is completed and handed over, the customer should report any visible issue as soon as possible.
Failure to report issues promptly may make it more difficult to verify whether the issue relates to installation work, later site changes, tampering, misuse, infrastructure faults or third-party work.
16. Exclusions
Unless specifically included in the quotation, the following are excluded
- Municipal applications or approvals;
- Building alterations;
- Major plumbing work;
- Major electrical work;
- Civil works;
- Trenching;
- Repairs to existing infrastructure;
- Leak repairs;
- Electrical compliance upgrades;
- Network infrastructure;
- Internet connectivity;
- Tenant communication;
- Security access arrangements;
- After-hours work;
- Ongoing maintenance;
- Third-party vending fees;
- Municipal tariff disputes;
- Customer-side billing disputes.
17. Third-Party Work
If any third party modifies, moves, opens, rewires, replumbs, bypasses, removes, tampers with or interferes with installed products, EDM Solutions may not be responsible for resulting faults or failures.
Any additional support required after third-party interference may be charged separately.
18. Tampering and Misuse
Tampering, bypassing, unauthorised opening, unauthorised repair, misuse or interference with meters, valves, keypads, wiring, seals or communication components may void warranty, support obligations or workmanship support.
19. Callouts After Installation
If a customer requests a callout after installation, EDM Solutions may assess whether the issue is related to workmanship, product fault, site infrastructure, customer misuse, tampering, third-party work, municipal supply or another external cause.
If the issue is not caused by EDM Solutions’ workmanship or an approved product fault, callout fees, labour fees, travel fees or material costs may apply.
20. Maintenance
Unless a maintenance plan is included or agreed separately, installation does not include ongoing maintenance.
Maintenance, routine checks, software updates, repairs, support visits or replacement parts may be quoted separately.
21. Contact Details
Installation and configuration questions may be sent to EDM Solutions using the official contact details below.
Email: info@edmsolutions.co.za
Call: 010 009 5448
WhatsApp: 0692765353
Operating Area: South Africa
Business Hours: Monday to Friday, 08:00 to 17:00