About your residential contract.

1.1 You and us 

Your contract is between: – you, the person (or people) responsible for use of the electricity and gas (we call that energy) we supply to the domestic property, and – us, E.ON Next Energy Limited, this will be to referred to as E.ON in the rest of this document.

If you've agreed a contract with us, details of your prices and tariff terms and conditions are in the confirmation email or letter we sent you.

1.2 Confirmation letters 

A confirmation letter may be sent to you by letter or email to: – give you details of your contract or a new tariff you've chosen, or – remind you that your fixed term tariff is coming to end, or – if you're on a variable tariff, tell you about changes to your prices or other terms and conditions

1.3 Your meter 

1.3.1 Non-smart meters Some meters record energy use at different times of day separately, such as Economy 7 (E7) or Economy 10 (E10). If your meter does this, we may be able to offer you different tariffs with cheaper rates at times when other people are less likely to be using energy (off-peak). Rates for other times of day (on-peak) may be higher than the equivalent single rate tariff.

If you don't use a lot of energy at night, you may be better off on a tariff with a single rate rather than an E7 or E10 tariff. E7 provides at least seven hours of energy at a cheaper rate and E10 provides at least 10 hours.

Some people may still have meters which have more than one off-peak time, or record heating use separately. These are known as complex meters and they are no longer available.

1.3.2 Smart meters

1.3.3 We may contact you at any time to offer you a Smart meter. We will arrange an appointment with you for the installation of this. If you repeatedly refuse to allow us to install a Smart Meter, you may not be eligible for our full range of products and services, which may include specific Smart Meter tariffs which may be cheaper.

1.3.4 If you have a Smart Meter that we can read without visiting your property, you agree that we can:

• Use the Smart Meter to remotely monitor your energy usage;

• Remotely repair and update the Smart Meter;

• Switch it from credit to prepayment mode or disconnect your supply (if we do this, we’ll tell you before this happens);

• Collect information about how your Smart Meter is working, for example to see if it has any faults or has been tampered with;

• Use information from your Smart Meter to do certain things, such as work out your bill and tailor our services and products to suit you better. We’ll only use this information to offer you products or services if you have given us your permission to do so;

• Take half hourly consumption data, provided you have agreed we can do this, or where you haven’t agreed to half-hourly readings, we may take daily readings, providing we have told you in advance, or else we’ll take monthly reading. We’ll have explained your consent options either while your Smart Meter was being installed, or at the point we found out you had a Smart Meter already installed by a previous supplier. You can change the frequency of your Smart Meter readings at any time by contacting us. If you’re on one of our half-hourly tariffs you’ll need to agree to us taking half hourly meter readings to be eligible for that tariff; and

• Take a meter reading at any other time where we are permitted to by Ofgem, e.g. to provide you with a bill or investigate a query on your account.

1.3.5 We’ll only use the information we collect from your Metering Equipment in line with our Privacy Policy.

1.3.6 You must tell us straight away if your Metering Equipment is damaged or stolen, stops working properly or if you think it has been tampered with.

1.3.7 You must not remove your Metering Equipment without our permission, and we may recover any Metering Equipment we have provided you with if our agreement with you ends.

1.4 Replacing your meter

 In some circumstances we may charge you if you ask us to replace your meter, except where it's faulty. For example, where you ask us to replace a smart meter with a non-smart meter. We won't charge you to install or remove a non-smart prepayment meter.

1.5 Which laws apply to your contract? 

For properties in England and Wales, the laws of England and Wales apply to this contract. For properties in Scotland, the laws of Scotland apply. Nothing in this contract affects your legal rights. If we decide to ignore one or more of the terms in this contract, the others still apply. If a court decides that one or more of the terms in this contract isn't valid, the others still apply.

1.6 Transferring the contract 

We might transfer this contract to another company. If we do, it won't affect your rights to end the contract. We'll share your personal data with the company, so they can carry on supplying your energy. You can't transfer this contract to anyone else without our permission.

2.1 Deemed tariffs

If you've just moved into a property or have taken over responsibility for energy used at a property, you'll automatically be in what is called a deemed contract. This means you haven’t actively chosen a tariff with us so we’ll supply your energy on our Standard Variable tariff until you tell us you’d like a different tariff.

Our Standard Variable tariff has no end date and the prices can go up or down at any time. We'll contact you before we put the prices up. Contact us and we’ll do a credit check to see if we’ve got a better tariff for you. If you do not contact us, we may switch your meter into Prepayment mode.

If you move into a property where the energy needs to be paid for in advance, you may not be able to get any energy. You'll have to pay in advance if you have a Prepayment meter or a smart meter set to collect payments in advance.

If you're a landlord we'll charge you for any energy used and any other energy-related costs while the property is empty, unless we agree something else with you.

2.2 Switching to us

2.2.1 Changing your mind When you switch to us from another supplier, you've got 14 days from when you agree the contract to change your mind – this is what we call the cooling off period. You may contact us to cancel anytime within that 14 days.

2.2.2 Checking your credit rating Unless you will be paying by a prepayment method e.g. a classic prepayment meter or you have a smart meter in pay as you go mode, we may check your credit rating to understand what payment method will suit you best. We will get information about you from credit reference agencies and may also look at our records.

Depending on what the credit check says we may ask you to pay in advance, pay an upfront fee or pay a security deposit. To do this we might have to change your meter. You may lose any discounts you had as a result and may not be able to choose from our full range of tariffs.

We may also check your credit rating even if you haven’t contacted us. We will inform you about it in advance.

If you moved into a property supplied by us and haven’t contacted us, we may switch your smart meter into pay as you go mode.

If you don't pay us in the way and at the time we've agreed, you will go down a fast-tracked debt journey.

If you are currently paying in advance by a prepayment method and would like to change to another way of paying, we will need to check your credit rating.

2.2.3 Making your switch happen It shouldn't take more than 5 working days to switch you over to us, unless: – you've agreed a later date with us, or – your old supplier won't let you switch. This might be because you owe them money, or – we've had trouble getting the information we need, even though we've done everything we reasonably can to contact you, or – something's happened which we can't control.

2.2.4 Supplier of Last Resort

If you switch to us as a result of your previous supplier exiting the market, we will take reasonable steps to carry out any agreement we make with Ofgem, which may include honouring any credit balance held on your account with your previous supplier.

2.3 Ending your contract with us

You can arrange to switch to another supplier whenever you like. We may object if you owe us money. If your tariff has an end date, we may charge you a fee, known as an exit fee, if you switch more than six weeks before that date. Your confirmation letter will tell you about this.

2.4 How we'll contact you

Our service is designed around electronic communications (such as online, in the app, email, push messages, social media, live chat and voice). You need to tell us straight away if you change your email address, social media account or mobile phone number. If you choose not to use electronic communications, you will not be eligible for our full range of services and may not be eligible for some products. When you are ending your contract with us you need to provide us with your new address.

2.5 Managing your account online

2.5.1 Where possible you agree to manage your account online using your online account or by email.

2.5.2 If you don’t have a smart meter installed you will submit monthly meter readings. You can provide readings using the link in the email we send you or using your online account. If you don’t have an email or online account, you must call us. If you can’t read your meter, you must get in touch and let us know. If you do not provide us with the reading, we may move you onto to a different tariff. We will also send a meter reader to your property from time to time.

2.5.3 When you join us you need to provide your date of birth and sometimes your previous address so that we can do a credit check. You need to have a credit check before choosing one of our products.

2.5.4 You’ll receive a bill or statement, with notification of your next payment amount, in a pdf file format by email or a paper copy by post. If you have an online account, you’ll receive your bill via email:

2.5.5 You agree, where possible, to make any changes to your Direct Debit and contract changes by email, through your online account or using the mobile phone app;

2.5.6 You’ll keep your personal details (including current email address and telephone number) accurate and up to date.

2.5.7 You confirm that you’re the owner or occupier of, or for any other reason have responsibility for, the Premises (or will be on the date you want your supply to start).

2.5.8 Tell us if you change your premises from domestic to business use so we can make sure you are on the correct tariff. We reserve the right to move you onto a non-domestic tariff if this is appropriate.

2.5.9 Sometimes, your online account or our online services may be unavailable because of maintenance or problems we can't control. We'll do all we reasonably can to get things working as soon as possible.

2.6 When we can disconnect your energy

If you pay in advance, your supply will turn off automatically if there's no credit on the meter.

If you owe us money, we can disconnect your energy, but this is only a last resort. If you have trouble paying we’ll do everything reasonable to help. If we do end up disconnecting your energy, we'll contact you to tell you.

If you've got a smart meter, we can disconnect the energy without visiting your property. For any other kind of meter, you'd have to give us access to it. If you don't, we may get a warrant and we'll charge you for that.

We, or your network operator, can also disconnect your energy for safety reasons, or if we think you’ve broken the law. We'll charge you what it costs us to disconnect your energy and reconnect it again.

You can ask us to disconnect the energy temporarily, for instance while building work is going on, or you can ask us to disconnect it because you don't need it anymore, for instance because you're having the property demolished. There may be a charge for this.

2.7 Ending your contract

Your contract will end when: – you switch to another supplier, or – someone else becomes responsible for paying for energy at the property, or – we disconnect your energy supply, or – the energy regulator, Ofgem, orders another company to take over supplying your property.

This is very rare and the new supplier would contact you.

We can change the contract with you if: – you get a new meter fitted by your own agent or – you start using the property as business premises

In either of these cases, call us in advance and we'll explain what you need to do.

2.8 Cooling off

You have a 14 day cooling off period from the date the contract was agreed to undo your transfer to us if you wish.

You can choose a supply started date during this period or can wait until after this period has passed.

By choosing a supply start date within your cooling off period, you’ll be liable for any energy used even if you choose to leave us.

If you choose to withdraw from your contract during this period, whilst already on supply with us, after you’ve let us know, we’ll provide you with an additional grace period in which you must make a decision as to whether to choose another tariff offered by E.ON Next, move to a new supplier or return to your old supplier by contacting them to initiate the transfer process. If no action is taken, you’ll be placed onto our standard variable tariff.

If your chosen supply start date is after your cooling off window or you choose to withdraw before your supply start date, we’ll withdraw your transfer and you’ll remain with your current supplier.

If you’ve recently left E.ON Next and you’d like to return to us after choosing to withdraw from a new supplier during your cooling off period, it’s really important that you get in touch with us to let us know so that we can initiate the process to bring you back as quickly as possible. Once you’re back with us, we’ll place you on the tariff you were on previously for the length of time which remained.

3.1 Your energy charges

We work out your energy charges from: – the daily standing charge(s) that apply to your tariff times the number of days, plus – the unit rate(s) that apply to your tariff times based on the amount of energy you use We then take off any discounts applicable and add VAT.

Sometimes, you might also have to pay for: – leaving your contract early. Your confirmation email or letter will tell you if you have to pay an exit fee – replacing prepayment meter cards / keys or payment cards – sending copies of documents like bills or statements – charges for paying your bill late, getting back money you owe us or fitting a prepayment meter – interest on all outstanding charges which have built up – disconnecting or reconnecting your energy when you ask us to – moving, installing, reinstalling, testing or repairing a meter – moving the meter to somewhere else in the property – connecting to your local energy network – getting into your property to access the meter or disconnect your supply - Any reasonable cost we incur (including administration cost) because you failed to meet the Terms and Conditions of this contract. - Charges we are required to pass on to our customers by law or regulation or a regulatory authority (such as Ofgem)

3.1.2 If you have an Economy 7 meter or equivalent, your electricity will be charged at two rates, a higher day rate, and a cheaper night rate. The actual times that your night rate applies will depend on where you live. Contact us if you need confirmation of the times.

3.1.3 In the event that you live in a development supplied by an independent gas transporter and/or independent distribution network operator, there may be incremental charges. Depending on your area, these can include both a fixed amount and unit charge, and we may pass these charges on to you through your account statement for payment as a part of your supply.

3.2 Working out how much energy you've used

We work out your bill using a measure called kilowatt-hours (kWh). We need readings from your meter to do this.

Electricity: your meter automatically uses kilowatt hours. Gas: your gas meter measures how much gas you use in cubic metres or cubic feet.

How much energy you get from that gas depends on things like gas pressure and quality, so we have to convert the cubic metres or feet into kilowatt hours. How we work this out is covered in law.

3.3 Using estimated readings

We'll have to estimate how much energy you've used if: – we don't have a recent meter reading when we're due to send you a bill or statement – the reading we have doesn't seem to be right – your meter's faulty, or it's been damaged or tampered with We'll base our estimate on your previous readings. If we haven't got any readings, we'll base it on the average amount of energy someone in a property like yours uses. If you don't agree with our estimate, you can give us meter readings through your online account or use the contact details in your confirmation letter.

3.4 Discounts

Your confirmation email or letter will show what discounts you get, if any.

3.5 Revised bills or statements

We may send you a revised bill or statement if we find out: – the meter readings we used weren't accurate – your meter wasn't working properly – we had the wrong information about your meter We won't ask for payment for any charges for supply of energy that could reasonably relate to more than 12 months ago, unless you've behaved unreasonably or prevented us from getting any information.

3.6 Green Deal

Green Deal is a Government scheme that means a property can have energy-saving improvements fitted which are then paid for through the electricity bills for that property.

If your property has a Green Deal, you're responsible for paying the Green Deal charges. We'll collect these through your bills and pay them to your Green Deal provider. If you pay in advance, we'll collect the charges through your meter. Green Deal charges aren't included in the prices we agree with you when you switch to us or switch to a different tariff. We'll contact you about those charges as soon as we know what they are.

3.7 FiT payments

We're required to make Feed-in Tariff (FiT) payments under our supply licence. If your property's eligible, we can make FiT payments to you if: – you've got a FiT installation which is accredited by Ofgem or the Micro Certification Scheme (MCS); and – you get your electricity from us or from a non-mandatory FiT supplier when you apply for FiT payments

We pay what's set out in the Feed-in Tariffs Order 2012, as amended, and our electricity supply licence.

4.1 Paying in advance

4.1.1 You can pay in advance by Direct Debit (DD), cash or through a Smart Meter that is switched to prepayment mode, or a prepayment meter. We may need to change your meter and you may have to switch to another tariff to pay in advance for your energy, which means you may not be able to choose from our full range of tariffs. On Standard Variable Tariff (SVT) the price you pay for a unit of energy can go up or down. We’ll tell you before we put the prices up. We may ask you to pay in advance if we think you'll have trouble paying your bills.

If we need to change your meter you won't have to pay unless we have to move it to a different position.

If you pay in advance, we can set your meter to get back any money you owe us and what it cost us to get it back.

After we've fitted your prepayment meter, we'll agree with you whether you'll pay any amount you owe from your old way of paying in one go or whether you want to agree a payment plan to pay it off through your prepayment meter. If you pay it off in one go you must pay it within 7 working days.

4.1.2 You must top up your meter in advance to be supplied with energy;

4.1.3 You may be required to pay any extra charges for any additional services we may provide such as replacement keys, cards etc;

4.1.4 If the prepayment meter is adjusted to get back any charges that you owe, not just the costs of energy consumed. We will advise you of the proportion of each top up amount used as payment for these charges.

4.1.5 If you have a prepayment meter, you ‘ll be put on our Standard Variable tariff, which may be more expensive.

4.1.6 If you have to agree a re-payment plan with us, E.ON, and we believe that your financial circumstances have improved and/or you fail to keep up with the repayments we have agreed with you (for example you fail to top up your meter with credit) we will review your ability to pay and we may, where appropriate: - ask you to pay back the total amount you owe us straight away, or - increase the weekly rate at which you are paying back the debt (we will tell you about this before change it), or - seek to recover that debt by an alternative means (for example we may agree another payment method with you), or - take action against you through the courts to get back what you owe us

4.2 Paying other ways

4.2.1 If you don’t pay by Direct Debit and don’t have a prepayment meter, you’ll still be responsible for paying for the supply in full each month a different way, which you agree with us.

4.2.2 Payment is due when we bill you and we will give you a reasonable amount of time to pay (usually 7 days unless we agree something different).

4.3 Paying by Direct Debit

4.3.1 We prefer you to pay by fixed monthly Direct Debit. We'll agree a monthly amount with you and we'll contact you to confirm it. We will take the first payment around the time we start supplying your energy. After that you can agree a different payment date with us as long as is it not more than 28 days after your last payment. You can’t change your payment date without agreeing it with us. We may change the amount to prevent you from getting into debt.

4.3.2 You are responsible for paying for the supply until your Contract with us ends, including any charges or debts that remain outstanding at the end of your Contract which aren’t taken on by your new supplier. If you have entered into this Contract together with other people, each person will be jointly and individually liable for any money owed to us.

4.3.3 You should keep your account in credit and we’ll track and carry the balance forward to the next month’s Statement of Account;

4.3.4 We usually set your Direct Debit amount based on the amount of energy we think you’ll use over the year divided by twelve unless you pay by variable Direct Debit; which means you pay your bill in full when you receive one, so the amount may go up or down each time;

4.3.5 We aim to review your Direct Debit at least twice a year and will suggest we reduce your Direct Debit if we think it’s too high based on actual meter readings, or we can increase your Direct Debit if it’s too low to help you avoid building up debt;

4.3.6 We will notify you at least 5 working days before the Direct Debit is due to come out of your account;

4.3.7 Your Direct Debit amount will be shown on your statement, and you should contact us if you think your bill is wrong;

4.3.8 If the amount payable is the subject of a bona fide dispute, the undisputed portion should be paid on your usual Direct Debit date. Any disputed amount should be paid via bank transfer within 7 working days of the dispute being resolved. No amounts can be offset or withheld on the monthly Direct Debit unless a credit note has been issued;

4.3.9 We reserve the right to refuse to process any transaction we believe to be fraudulent or suspicious.

4.3.10 We normally ask for payment one month in advance but based on your credit history, which we get from a credit reference agency, we may need you to pay a security deposit. We won’t require you to pay a security deposit if you are on a prepayment Meter or have a Smart Meter installed which we operate in prepayment mode.

4.3.11 If you agree to pay your energy charges by Direct Debit but that arrangement fails due to insufficient funds, we will let you know and re-present the automated instruction within 5 working days. If your bank still won’t pay us, or if you tell us you don’t want to pay by Direct Debit any longer, we’ll change the way you pay. We’ll give you nine days’ notice, then we’ll start sending you bills instead of statements. You’ll have to pay these within 7 days. We may transfer you to the non-Direct Debit version of your tariff (which may not have the same beneficial rates or charges as applied to the original version of your tariff) and will give you notice of any change to the terms of this agreement. If your tariff does not have a non-Direct Debit version, we may transfer you to the nonDirect Debit version of our standard tariff. In either of these cases your monthly payments may not be enough to pay for your usage and then there may be an outstanding balance due for payment immediately.

4.3.12 We will follow the rules for the Direct Debit Guarantee.

4.4 Other payment terms

4.4.1 During your contract we may review the amount of the security deposit you paid us based on your circumstances.

4.4.2 If we have agreed to supply you so long as you pay us a deposit or pay us in advance and you don’t do this, we reserve the right to end this contract. If that happens, you’ll be supplied under a Deemed Contract unless we agree a different contract with you.

4.4.3 If you request a refund of credit on your account, you must have provided us with a meter reading within 14 days of your request, unless you have a Smart Meter that we can collect readings from remotely. If it is a final bill you must also have provided us with a forwarding address.

4.4.4 We will not try to recover charges for your Energy that are older than 12 months unless we have already tried to recover these charges, or you have behaved obstructively or unreasonably.

4.4.5 If you have an account with us, we will routinely share information about your payment record with credit reference agencies. If we consider that your account is in default (i.e. you have not paid us and are in breach of your contract) we will notify you and if you do not pay us, we will report the unpaid debt to credit reference agencies who will record that as a default on your credit file.

4.5 Changing how you pay

You can ask us to change the way you pay at any time. Sometimes you may also need to change to a different tariff. If we agree, we'll confirm the changes to your contract and tell you when they start.

Your standing charge may change. We may change how often we send your bills. We'll contact you about this.

If you want to change from paying in advance to another way of paying, you may need to let us check your credit rating.

4.6 What we pay off first

We'll use what you pay us to pay off your energy charges, then your non-energy charges. We'll pay off the oldest charges first. If you've got more than one account with us, we'll decide which account to make the payment to, unless we've agreed a payment plan for a specific account.

4.7 If you're having trouble paying

If you’re having trouble paying, please see your confirmation letter for how to contact us. We will seek to understand your current circumstances and ability to pay. We may be able to:

• Offer a suitable payment arrangement

• Offer to install a prepayment meter to manage your supply

• Offer, where appropriate, to deduct payments from eligible benefits

• Offer advice on how to use less energy

• Offer to use any credit you hold on another account with us to offset any balance that has accrued

We will continue to offer the services above where, following direction from Ofgem, another company takes over supplying your property. If following reasonable attempts to make available the services above, we have been unable to agree a resolution, we will commence activity to recover what you owe and may charge you what it costs us to get back the money you owe us in a proportionate way.

4.8 If you don't pay us as we've agreed

If you don't pay us in the way and at the time we've agreed we may:

4.8.1 Offer you a payment plan which suits your circumstances;

4.8.2 Need you to pay your account up to date and we may change your Direct Debit arrangement so that it takes the full amount of your bill each month plus any debt you owe us rather than just a fixed amount;

4.8.3 Change the amount of your fixed Direct Debit or change the prepayment meter payments to get back the money you owe us;

4.8.4 Install a prepayment/PAYG meter or switch your existing meter into PAYG mode;

4.8.5 Provide information about your non-payment to credit reference agencies, which may affect your ability to get credit in the future;

4.8.6 Take legal action;

4.8.7 Refer your account to a debt collection agency or sell your debt to another company;

4.8.8 We may charge you to get back the costs of collecting payments from you, especially all costs we have to pay to get back the money you owe us, including bank charges due to cancelled or failed payments, the cost of visiting you, including through any debt collection agency, getting a Warrant of Entry from a Magistrates Court to get access to our meter and installing a meter in prepayment mode, cost of finding you if you have moved and not given us a forwarding address;

4.8.9 We may also charge interest at the relevant time on all outstanding charges from the date the charges first became overdue until the date you make payment of such charges;

4.8.10 If you don’t pay your bill in the way and at the time we’ve agreed or we believe that you are at risk of failing to make the payments that you owe us, we’ll work out your ability to pay and we may ask for payment out of any benefits you may be getting.

5. Moving out

5.1 If you're not responsible for the property anymore, you need to tell us. Otherwise we'll keep charging you until someone else takes over responsibility for the energy.

5.2 Within 14 days of your move, provide us with a final meter reading and your new address so we can send you a final bill or any credit we owe you. If you've got a smart meter, we can take a reading ourselves. We can also clear your data from the meter and the Smart Energy Display. Make sure you leave the Smart Energy Display behind.

5.3 We'll do everything reasonable to send you your final bill or statement within six weeks of you moving out (or of us finding out you've moved). You'll need to pay it within 14 days of us sending it unless we agree something else with you. We'll use your final reading. If you haven't given us one, we'll use the new occupant's reading or, if we don't have that, our own estimated reading.

5.4 If you have a credit on any E.ON account when you move, we may use it to pay off a debt on any other account you have with us. This might be for a different fuel or property. We'll pay you anything that's left so make sure we have your new address.

5.5 If you move out of a property with Green Deal charges due, you'll have to pay those charges up to the date you move out, on top of anything else you owe.

6. Switching supplier

6.1 If you switch supplier, we'll do everything reasonable to make the switch happen within 5 working days of the new supplier telling us.

If you have a smart meter, it might not work with your new supplier. Talk to us or your new supplier about this.

We'll do everything reasonable to send you your final bill or statement within six weeks of you switching. You'll need to pay it within 14 days of us sending it unless we agree something else with you.

If subsequent information becomes available, and we need to correct an error in your final bill, we will do this as quickly as we can.

We can stop you switching if you owe us money. If you pay in advance you can switch as long as you owe £500 or less for each fuel. Both you and your new supplier would have to agree to move the debt over to them.

If you've been paying in advance through a smart meter we'll change your meter to credit mode (that means paying after you’ve used energy or ‘in arrears’, not in advance). We'll clear the settings on your meter and Smart Energy Display at about midnight on the day your switch happens.

Your new supplier will start collecting any Green Deal charges you owe on your new property.

If you have a credit on any E.ON account when you've switched, we may use it to pay off a debt on any other account you have with us (for example for a different fuel or property). Any remaining credit will be paid to you as long as you gave us an up to date meter reading.

6.1.1 If you do choose to switch supplier all outstanding amounts will need to be paid.

6.1.2 We may end this Contract immediately if: - You are in material breach of the Contract; - You did not pay us what you owe us when we asked; and - You no longer own or occupy the Premises; and - We no longer have the relevant licences to supply your Energy. - Ofgem gives a “Last Resort Supply Direction" to another supplier in respect of the Energy in relation to the Premises.

7.1 Standards of service

Energy is delivered to your meter by your local network operator. You can call them on 105. You'll find details about them on your bill or statement.

Things can happen that can't be controlled by them or by us. For instance, your electricity or gas might be of lower quality than usual.

7.2 Electricity National Terms of Connection

We're acting on behalf of your electricity network operator to make an agreement with you. The agreement is that you and your electricity network operator both accept the National Terms of Connection (NTC) and agree to keep to its conditions. This'll happen from the time that you enter into this contract and it affects your legal rights. The NTC is a legal agreement. It sets out rights and duties in relation to the connection at which your network operator delivers electricity to, or accepts electricity from, your property.

If you want to know who your network operator is, or want a copy of the NTC or have any questions about it, please write to: Energy Networks Association, 1st Floor, 4 More London Riverside, London, SE1 2AU, phone: 0207 706 5137 or see connectionterms.org.uk.

7.3 Emergencies

If anyone living in your property has a serious medical condition or a disability, let us know. Where appropriate, we'll tell your network operator, so they can try to make sure you can still use essential equipment if there's a loss of supply.

In a gas emergency, we or your network operator might ask you to turn down gas appliances or stop using gas altogether. You'll need to follow any instructions we give you.

Sometimes your gas might be turned off because there's not enough available in the network. This is called a gas deficit emergency. It's rare, but if it happens you might qualify for compensation. It'd be worked out in line with a document called the Uniform Network Code. We'll add the payment to your account as soon as the people who run the gas transmission grid tell us we should.

7.4 Meter faults and problems

If you think your meter is faulty, contact us using the contact details on our website so we can test it. You pay for the test, but if the meter does turn out to be faulty, we'll refund you. Until we've fixed the fault, we'll estimate how much energy you've used.

7.5 Getting access to your meter

You must let us, anyone we authorise, or your network operators, have access to your meter at any time. This'll be in normal working hours unless it's an emergency or we've agreed a time with you.

We'll also take as much care as we can while we're in your property.

We need to inspect your meter regularly to check it's safe and working properly.

If you don't let us have access to your meter, we can charge you our costs. That could include the cost of a warrant.

8. Complaints

8.1 If you haven’t received the service you'd expect, you can contact us and we’ll follow the complaints policy on our website.

8.2 If you need independent advice at any time you can contact Citizens Advice by phone on 0808 223 1133 or visit their website at www.citizensadvice.org.uk/energy/. Their service is free, independent and confidential.

8.3 When you send a formal complaint, we will do everything in our power to resolve the issue.

8.4 If we can’t agree on a solution with you, we’ll write to you to explain our position and our best offer. This is known as a deadlock letter.

8.5 If you don’t want to accept the suggestion in the deadlock letter, or if the issue has dragged on for more than eight weeks, then you can refer the issue to the Energy Ombudsman.

They offer a free and impartial service that sorts out disputes between energy companies and customers.

You can get in touch with the Ombudsman by: – phone on 0330 440 1624 – email at enquiry@energyombudsman.org

What they decide is legally binding for us, but not for you.

8.6. We’ll put details of any changes to our complaints process on our bills, statements, and website.

8.7 If you bought your energy online, you could use the Online Dispute Resolution (ODR) Platform at http://ec.europa.eu/consumers/odr/ to try to settle the dispute by completing the online form.

Please do not do this until you have followed our internal complaints process as set out above. As part of the ODR process we need to agree with you which dispute resolution body needs to hear your complaint. If we cannot agree then your complaint will not be processed further - please see the site for more information.

9.1 Our responsibilities

We're not liable for:

• any harm to you, which we couldn't have expected when we agreed your contract

• any damage you suffer that's outside our control, whatever caused it

If the network operator causes you loss or damage, we'll only be responsible for what we're entitled to get back from them on your behalf.

The maximum we or the network operator can pay in any one year (January to December) for any incident, or related series of incidents, is £1,000,000. That limit doesn't apply if someone's died or been injured, or if the law doesn't limit liability.

9.2 Your responsibilities

You're responsible for all energy you use at the property, paying bills in line with this contract and taking care of the meter. If more than one person's responsible for using electricity and gas at the domestic property, you'll all be responsible – as individuals or together – for paying your bills.

You are responsible for paying for the supply until your Contract with us ends, including any charges or debts that remain outstanding at the end of your Contract which aren’t taken on by your new supplier. If you have entered into this Contract together with other people, each person will be jointly and severally liable for any money owed to us. You will all become each others’ financial associates which will be recorded on your credit report and may affect your credit score in the future.

You must take care of the meters at the property, including making sure they're protected from the weather. You're responsible for making sure there's a meter box or cover for the meter or replacing them.

You must let us know straight away if you think your meter's damaged or if you think it's been tampered with. If the damage is your fault or caused by your negligence, we'll charge you for repairing or replacing the meter. We can prosecute anyone responsible for damaging or tampering with metering equipment. It's illegal and dangerous to interfere with our equipment, or the network operator's, for example to steal energy, or try to.

If you've got a smart meter, you must not let anything stop it communicating with us.

10.1 Processing your data

For the purpose of supplying you with energy under this contract E.ON will be the ‘data controller’.

This means E.ON UK plc, and the companies owned by E.ON UK plc who provide energy and related products and services. For further information on how we’ll process your personal data please see our privacy notice (eonenergy.com/privacy) which we’ll amend from time to time.

10.2 Your rights

You've a number of rights which relate to the access to and control of your data. These are also set out in our privacy notice.

11.1 About these tariffs

11.1.1 Some tariffs are only available if you pay by Direct Debit and manage your account online. This will be confirmed when you agree your contract and also confirmed in your welcome letter.

11.1.2 If it is a condition of the tariff you chose with us and you are eligible, you agree to the installation of Smart Meter(s). If you fail to arrange and keep a suitable appointment with us to have Smart Meter(s) installed within 90 calendar days (or other time we agree with you) of your tariff start date, we may move you to our Standard Variable Tariff, which may be more expensive than the tariff we have quoted to you and may not have the same features and benefits. If we identify that the installation is not possible for technical reasons, you will remain on your chosen tariff.

11.1.3 If your tariff has an end date, we might charge you a fee, known as an exit fee, if you switch more than six weeks before that date. Your welcome letter will tell you about this.

11.1.4 All of the electricity we supply to you will be from renewable sources such as wind, solar and biomass. Currently, we use renewable certificates to do this. We may, at our sole discretion, substitute the renewable certificates and use an alternative product or scheme that we consider to be equivalent. If for any reason we're unable to supply all or part of your electricity from a renewable source, we will notify you of the relevant change 30 days before it becomes effective.

11.2 About your prices

Your prices are shown in your confirmation letter. These prices and your terms and conditions will stay the same until the end date shown in your confirmation letter, unless:

• you stop paying by Direct Debit, or a Direct Debit payment fails

• you do not provide us with your meter reading – you owe us money and we switch you to paying in advance

• a law or regulation means we need to make a change (like VAT changes)

• we had to end the contract due to your not adhering to what we agreed – the Government or our regulator (Ofgem) tells us to change our prices

You can arrange to switch to another of our tariffs or to another supplier at any time without giving notice, but if you switch supplier before we send you your renewal notice we may charge you an exit fee. See your confirmation letter for details.

11.2.1 If you change your payment method then your standing charge and unit rate may increase and you may lose any discounts associated with the tariff.

11.2.2 If you don’t pay for your energy as agreed you may be moved onto our Standard Variable tariff, this may mean your prices increase

11.3 What happens at the end date

At the end date, if you haven't switched supplier or agreed a new tariff with us, unless you choose to move onto a new Fixed Rate Tariff, Variable Rate Tariff or Time of Use Tariff, subject to availability and at our discretion, we will automatically transfer you to either:

11.3.1 The cheapest Variable Rate Tariff; or

11.3.2 A Relevant Fixed Term Default tariff that is cheaper than (or as cheap as) our cheapest Variable Rate Tariff with no exit fees, in each case calculated based on our estimate of your annual energy usage and as appropriate for your payment method, meter type and other relevant account arrangements.

11.3.3 If you move onto a new Fixed Rate Tariff when your previous Fixed Rate Tariff ends, we’ll start a new contract based on the new Fixed Rate Tariff on the date the old one ends. Prices on our standard variable tariffs can change at any time but will never be more than the cap set by Ofgem. We'll contact you about six weeks before your end date with all the details about the tariff we'll switch you to.

11.3.4 If you switch supplier or switch to another tariff our price protection rules may apply, this means you can switch to another of our tariffs up to 20 working days after the changes are due to start and we'll keep you on your old prices and terms and conditions until your switch is complete.

If you decide to switch to another supplier, they'll let us know. If they tell us no more than 20 working days after the changes are due to start and your switch is then completed within six weeks, we'll keep you on your old prices and terms and conditions until your switch is complete.

However, if you owe us money we may stop you from switching supplier – we'll let you know. If you pay the money you owe us no more than 30 working days after we've let you know about it, you'll be able to carry on with your switch. We'll keep you on your old prices and terms and conditions providing your switch is completed within six weeks.

12.1 About this tariff

Your prices are in your confirmation letter. We can change the prices, or these terms and conditions, at any time. Prices on our standard variable tariffs will never be more than the cap set by Ofgem.

Our Standard Variable Tariff doesn’t have an end date. You'll stay on this tariff unless you switch to another of our tariffs, or switch to another supplier. You don't need to give us any notice, and we won't charge you an exit fee to leave.

12.2 Putting up our prices or changing these terms in a way that makes you worse off

If we increase our tariff prices or change our terms and conditions in a way that's less favourable to you, we'll contact you before the changes takes effect. If you don't want to accept the changes, you can switch to another of our tariffs or another supplier and our price protection rules may apply.

You can switch to another of our tariffs up to 20 working days after the changes are due to start and we'll keep you on your old prices and terms and conditions until your switch is complete.

If you decide to switch to another supplier, they'll let us know. If they tell us no more than 20 working days after the changes are due to start and your switch is then completed within six weeks, we'll keep you on your old prices and terms and conditions until your switch is complete.

However, if you owe us money we may stop you from switching supplier – we’ll let you know. If you pay the money you owe us no more than 30 working days after we've let you know about it, you'll be able to carry on with your switch. We'll keep you on your old prices and terms and conditions providing your switch is completed within six weeks.

About this tariff

This tariff offers you the option to use electricity at a fixed lower (or zero) price (pence per Kilowatt hour unit rates) during ‘off peak’ hours.

Your welcome pack will show your actual prices and off peak times.

Depending on the product you choose, these typically would be:

9-12p per Kilowatt hour between 12am/midnight and 7am in the morning, or

0p per Kilowatt hour for 2 hours between 12am/midnight and 7am per Kilowatt.

(We may launch other prices and times, which you may be able to switch to if suitable).

This tariff would be suitable if you are going to be using more electricity than you currently do by:

Driving a battery-only electric vehicle more than 3000 a year (roughly 60 miles a week) and charging mostly at home through an EV charge-post (not a 3-pin plug socket), and or, fully charging a hybrid vehicle battery every night at home.

This tariff is very unlikely to be suitable (give you any reduced energy costs) for moving the electricity you currently use to the off-peak hours (such as changing when you use appliances and devices).

There is no fee if you decide to switch to another tariff during your contract.

Charges (how we work out your bill) and payment

We will work out your bill by applying the unit rate to how many Kilowatt hours (‘kwh’) you use based on the half-hourly readings we get from your smart meter.

E.ON Next reserves the right to withdraw this tariff at any point. You must pay for your energy by monthly Direct Debit.

Eligibility

To be eligible for this tariff you must have

a smart meter (or agree to the installation of one) that can send meter reads automatically, and,

consented for us to read your electricity consumption (remotely) every 30 minutes.

The tariff needs this so that we can see when you use electricity each day and charge you the right pence per Kilowatt hour rate.

If you withdraw consent for us to read your electricity consumption through your smart meter every 30 minutes, we will apply the higher/highest unit rate to all your usage.

If your smart meter stops working, we may take your average consumption times and amounts to calculate your bill(s) until the meter is working.

Testing your smart meter

As part of switching to this tariff, we must run test-reads of your smart meter for up to 5 days.

If the tests are successful, your tariff begins on your switch date (we will back-date your unit rates).

If the tests fail, we will put you onto our Standard Variable Tariff (SVT), and contact you with options, for example, to switch back to your previous supplier, choose another supplier, continue on the SVT or choose one of our other products. On the SVT, your unit rate is the same all day (there would not be a lower off-peak unit rate(s) and time(s).

Moving House

You can keep this tariff if you move house and still meet the eligibility criteria.

Climate Positive Terms and Conditions

In addition to E.ON Next standard terms and conditions the following terms will apply for our Climate Positive tariff:-

For the gas element of your tariff, we will estimate the amount of carbon emissions we think you will produce from your gas usage over the next 12 months. We will offset this by funding projects that reduce Co2 emissions. We’ll evidence this by purchasing Certified Emission Reduction (CER) credits from selected emission-reduction projects in developing countries around the world.

There is additional environmental benefit to this tariff as we will plant 5 trees on your behalf through a donation to the One Tree Planted charity who plant trees worldwide to combat deforestation. The trees planted on your behalf will support a project in the Amazon rainforest. When these trees reach maturity they’ll absorb up to 23kg of Co2 from the atmosphere each year.

*Certified Emission Reduction credits (CERs) come from emission-reduction projects in developing countries. They are issued by the United Nations and are each equivalent to one tonne of Co2. To be eligible for CERs, the emission-reduction projects must qualify through a rigorous and public registration and issuance process.

Terms and Conditions for customers on Next Miles

In addition to E.ON Next standard terms and conditions the following terms will apply for our Next Miles tariff:-

Next Miles Credit

The Next Miles credit is a fixed credit amount – as confirmed in your welcome letter and only available to customers who own or lease (including company car drivers) an electric or plug-in hybrid vehicle that’s registered with the DVLA. We may ask you to prove ownership or lease of the vehicle by asking for your number plate. The Next Miles credit will only be paid for one electric or hybrid vehicle per household.

The Next Miles credit will be applied to your electricity account after 6 months of being supplied on this tariff.

Calculation of the Next Miles credit

Based on the current 2018 model Nissan Leaf with a 40 Kilowatt Hour (kWh) battery and a combined range of 177 miles, 1kWh is the equivalent of 4.425 miles. 850 EV Miles credit divided by 4.425 multiplied by the UK National Average unrestricted electricity unit rate of this tariff as of June 2018 (15.295p/KwH ex VAT), which equals £30.

Terms and conditions for the E.ON Next Winter Support Fixed (50/25)

In addition to the standard E.ON Next terms and conditions, the following terms will apply for the E.ON Next Winter Support Fixed. If there is anything in these tariff terms and conditions that contradicts the Standard E.ON Next terms and conditions, terms and conditions, these terms will take precedence.

• About your Tariff

1.1 Who’s eligible for the tariff:

You can only have this tariff if you are an existing customer and the following apply to you:

• Either :

a) Eligible for Warm Home Discount Core groups 1 & 2, Broad group Scotland, or customers previously eligible for Broad group in England & Wales and your household income falls within a low affordability threshold

• or

b) You are a customer who relies on the energy supply to operate essential medical equipment , as defined in Section 1.4 below (existing vulnerability) and a household income of under £31,000

• or

c) your annual household income is under £19,000 and you have an income and expenditure deficit (I&E)

• Agree to have a Smart meter installed

• Pay for your energy by fixed monthly Direct Debit (for non prepayment)

• If your Direct Debit fails or you cancel it we may switch you to our standard variable tariff

1.2 Core Group 1: Customers in receipt of the guaranteed element of pension credit

1.3 Core Group 2: low-income customers with high energy costs

1.4 Medical equipment

a) Nebuliser or apnoea monitor

b) Heart, lung & ventilator

c) Dialysis, feeding pump or automated medication

d) Oxygen Concentrator

e) MDE electric showering

1.5 You can access additional information about the Warm Home Discount scheme by following the provided link (https://www.eonnext.com/warm-home-discount)

2. About your prices

2.1 This product does not have any exit fees

2.2 Your prices are in your confirmation letter or email. These prices will stay the same until the end date shown in your confirmation letter or email, unless:

• you stop paying by Direct Debit, or a Direct Debit payment fails

• a law or regulation means we need to make a change (like VAT changes)

• the government or our regulator (Ofgem) tells us to change our prices.

2.3 You can arrange to switch to another of our tariffs or to another supplier at any time without giving notice.

3. Debt write-off provision (applicable to E.ON Next Winter Support Fixed 50)

3.1 Providing that you fulfil your obligation of making the agreed payments as specified in the tariff agreement for the entire contract duration, E.ON Next will forgive any remaining outstanding debt in full upon completion of the contract duration (ending 31 March 2024)

3.2 In the event that you fail to make a scheduled payment under this agreement, E.ON Next shall make a second attempt to collect the payment 10 working days after the date of the failed payment

3.3 If the Direct Debit payment successfully processes during the second attempt, the contract shall continue as originally agreed and the outstanding debt write-off conditions detailed in 3.1 shall remain in effect

3.4 If the payment fails during both the initial attempt and the second attempt outlined above, they shall be deemed to be in default of the agreement. Upon default, reversion to Standard Variable Tariff rates will occur and any debt shall not be written off. E.ON Next shall retain the right to pursue all available legal remedies to recover the outstanding debt.

3.5 For the purposes of this agreement the term debt is defined as any outstanding financial obligation owed by you, the Customer, to E.ON Next, as of and no later than 30 September 2023.

4. Governing law

4.1 For properties in England and Wales, the laws of England and Wales apply to this contract. For properties in Scotland, the laws of Scotland apply.

4.2 Nothing in this contract affects your legal rights. If we decide to ignore one or more of the terms in this contract, the others still apply.

4.3 If a court decides that one or more of the terms in this contract isn't valid, the others still apply.

1. About this contract

E.ON GENERAL TERMS AND CONDITIONS OF SUPPLY FOR USE OF ELECTRIC VEHICLE CHARGE POSTS

These terms and conditions relate to your use of our Electric Vehicle Charge Post. Please read the following  terms and conditions before you sign up to use the Services or use the E.ON Drive Customer Portal.

Definitions of all the words in bold are at the end of the document.

1. About this Contract

1.1 This Contract is between: 

1.1.1 you, the person purchasing the Services we supply; and

1.1.2 us/we, E.ON Energy Solutions Limited trading as E.ON Drive, a business division of E.ON Energy Solutions Limited (whose company number is 03407430 and registered office is Westwood Way, Westwood Business Park, Coventry, CV4 8LG). 

1.1.3 The Contract is formed as soon as you register for an Account via the Website or via the App.

1.1.4 By registering for an Account and by using the Services, you are agreeing to do so in accordance with this Contract.

1.1.5 This Contract sets out the entire agreement between us and you in relation to the provision of the Services.

1.1.6 For consumers resident in England and Wales, the laws of England and Wales apply to this Contract. For consumers resident in Scotland, the laws of Scotland apply to this Contract.

1.1.7 Nothing in this Contract affects your legal rights. 

1.1.8 If a court decides that one or more of the terms in this Contract is not valid, the other terms still apply.

1.1.9 If you have any questions in relation to your Account or the Services and want to talk to us about it, please contact us: (a) by e-mail at EONDriveUK@eonenergy.com; or(b) by telephone on03450520000- we may record calls for quality and training purposes. 

1.1.10 If you would like this Contract in another format (for example: audio, large print, braille) please contact us using the contact details above. 2. About the services

Pre-payment charging services

2.1 How to register for the Services

2.1.1 In order to use the Services you must register online by creating an Account via the Website or via the App.

2.1.2 In order to register you must provide us with your payment card details, mobile telephone number and e-mail address. You will also need to create a memorable password. Upon registration, we will deduct the Initial Registration Deposit from your bank account as credit for your Account.  You will need this password to access your Account via the Customer Portal, to log in to the App and to use the Services.

2.1.3 Once you have registered and your Account is in positive credit, you will be able to charge your Electric Vehicle at the Charge Posts by using the App (see paragraph 2.2) or by using an RFID Card and/or Tag (see paragraph 2.3).

2.1.4 Your Account registration will not have an end date. You will remain registered until you notify us that you want to cancel your Account by e-mail or telephone (please see our contact details at paragraph 1) or until your Account becomes dormant for more than two years. We will not charge you a fee to cancel your registration.  If you cancel your Account we will refund any credit in your Account to you.

2.2 Accessing the Services with the App

2.2.1 You will be able to use the Services once you have downloaded the App and logged in using your password and the email address you used when you registered.

2.2.2 In using the App you agree:(a) not to copy, decode, reverse engineer, disassemble, decompile or otherwise translate or convert the App;(b) not to infringe or copy the code or content or the design of the App;(c) not to use the App for any purpose other than to receive the Services;(d) not to distribute, rent, assign, sub-licence, lease, resell, distribute or otherwise deal in or encumber the App;(e) not to use the App, or permit it to be used, on behalf of any third party; (f) not to attempt to circumvent or interfere with any security features of the App;(g) not to use the App in any way that breaches any applicable law or regulation;(h) not to submit the name, address, telephone, mobile or fax number, e-mail address or any other personal data in respect of any individual other than yourself;(i) not to impersonate another user, misrepresent your identity or misrepresent your affiliation with any other person;(j) and (k) not to misuse the App by knowingly introducing viruses, trojan horses, worms, logic bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code which is malicious or technologically harmful.

2.3 Accessing the Services with an RFID Card or Tag

 2.3.1 If you would like to use the Services with an RFID Card or Tag, you will need to request these at registration or subsequently via the Customer Portal. The RFID Card and Tag come together and you cannot request one without the other.

2.3.2 We will aim to deliver the RFID Card and Tag to your chosen address within 14 days of receiving your request. You will be charged the RFID Card and Tag Fee for delivery of the RFID Card and Tag and this amount will be:(a) automatically deducted from your payment card, if you request the RFID Card and Tag via the Customer Portal; or (b) added to your Initial Registration Deposit if you request the RFID Card and Tag during registration, thus increasing the amount we deduct from your bank account on registration.

2.3.3 You will need to follow the instructions on the Charge Posts on how to use an RFID Card or Tag.2.3.4 You will keep the RFID Card and Tag secure and take appropriate steps to prevent them being stolen or copied.  You will also inform us as soon as possible should you believe that your RFID Card or Tag is lost, stolen or could have been copied.2.4 Returning your RFID Card and Tag

2.4.1 You have 14 days from when you receive your RFID Card and Tag to change your mind and receive a refund for your RFID Card and Tag. This is your cooling off period. 

2.4.2 If you do change your mind, please tell us before the end of the cooling off period using the contact details above and we will refund the cost of the RFID Card and Tag to the payment card that you registered with, within 14 days of receiving the returned RFID Card and Tag.  You will need to pay the delivery costs for the return of the RFID Card and Tag and you must return both in order to receive a refund.

2.4.3 If you change your mind after the cooling off period, you will not receive a refund.

2.4.4 If your RFID Card or Tag is faulty, you must send it back to us as soon as possible and we will at your option either: (a) refund you the full RFID Card and Tag Fee if the fault occurs within the first 30 days of your receipt of the RFID Card or Tag; or  (b) send you a replacement RFID Card and/or Tag if the fault occurs within 6 months of you receiving them.  

2.4.5 If you lose or damage your RFID Card or Tag and need a replacement or if you simply want an additional RFID Card and Tag, you can request these via the Customer Portal.  In requesting an additional RFID Card and Tag you will be charged an additional RFID Card and Tag Fee for delivery of the replacement or additional RFID Card and Tag and this will be automatically deducted from your registered payment card. We will endeavour to send the new RFID Card and Tag to your chosen address within 14 days of receiving your request. 

2.4.6 The provisions of this paragraph 2.4 apply to any RFID Card and Tag supplied by us to you.

PAY AT POST CHARGING SERVICES

2.5 Accessing the Services

2.5.1 You will be able to use the Services once you have accessed the Website, selected the E.ON Drive Charge Post you wish to use and entered valid payment card details. 3. Our responsibilities and yours

3.1 Our responsibilities

3.1.1 We will try  to ensure that the Services are available at all times but we cannot guarantee this and we will not be liable to you for any unavailability of the Services.  

3.1.2 We will ensure that all price information is accessible via the App and the Website.  Prices shall be shown per kWh and/or per hour. 

3.1.3 Where the Services are unavailable, for example, for maintenance purposes or due to circumstances beyond our control, we will try to get the Services running again as soon as possible.  

3.1.4 We cannot guarantee that you will be able to charge your vehicle at every Charge Post at all times. You will be able to find the location and availability of the nearest Charge Post to you via the Website or via the App.

3.1.5 We will ensure that any RFID Card and Tag that we send to you are of satisfactory quality, fit for purpose and match the description, sample or model.  If an RFID Card or Tag does not meet these requirements they will be deemed to be "faulty" and you may obtain a replacement as described in paragraph 2.4.4.

3.1.6 We will aim to keep the App and the Website up to date with availability of Charge Post.

3.1.7 We reserve the right to suspend your Account and cancel your right to receive the Services if we have reason to believe that:(a) you have failed comply with your responsibilities under this Contract;(b) you have breached a term of this Contract;(c) you have misused the Account, Customer Portal or Services; or(d) if you owe money to us.

3.1.8 We are not liable for: (a) any harm to you, which we could not have expected when we agreed your Contract and which was therefore not a foreseeable result of our breaching this Contract;(b) any damage you suffer that is outside our control; (c) any loss you incur as a result of your use of an incorrect or inadequate cable (having regard to paragraph 3.2.1); or(d) business losses including loss of business, revenue, profit, or savings that you expected to make. 

3.1.9 Nothing in this Contract limits or excludes our liability for death or personal injury arising as a result of our negligence or for fraud.

3.1.10 If for any reason we are found to be liable for any losses suffered by you in connection with this Contract, our liability will be limited to the greater of: £1,000 or the amount you have paid to us in the past 24 months in respect of your receipt of the Services as at the point the liability arises.

3.1.11 We might transfer this Contract to another company. If we do, we’ll notify you via the Website, by email or via the App and it won’t affect your legal rights. Unless you cancel your Account in accordance with paragraph 2.1.4 we’ll share your personal data with the company so that they can carry on supplying the Services to you. 

3.2 Your responsibilities

3.2.1 If the Charge Post does not have a permanently attached cable then you will need to use your own cable to attach your Electric Vehicle to the Charge Post and to charge your vehicle. We are not responsible for any loss you may incur due to the use of any faulty or incorrect cable. It is your responsibility to ensure that you use the correct equipment for this purpose and that the cable you are using is fit for that purpose and compliant with the appropriate British and International Standards (including IEC 61851-1 and BS EN 62196-2 standards as amended from time to time). 

3.2.2 You must pay for the Services in accordance with this Contract.

3.2.3 You must not:(a) tamper with the Charge Post in any way;(b) use the Charge Post for any purpose other than to charge your Electric Vehicle; (c) damage the Charge Post; (d) allow anybody else to use your Customer Portal (it being acknowledged that if you do allow a third party to use your Customer Portal then you shall be liable for that third party's actions or omissions as if they were your own). 

3.2.4 We have the right to change the terms of this Contract at any time. We will use our best efforts to provide you with as much notice as possible of any material changes via the Website, by e-mail or via the App. If you are unhappy with the changes made to this Contract you may cancel your Account in accordance with paragraph 2.1.4. 4. Paying us and topping up your account

Pre-payment customers

4.1 The amount that you will be charged each time you charge your Electric Vehicle at a Charge Post will depend on the amount of energy provided and/or the time that your Electric Vehicle was connected and the location of the Charge Post. The current prices for charging your Electric Vehicle can be found on the Website and on the App. The prices are shown per kWh and/or p/hour and are inclusive of VAT at the prevailing rate.  Prices can change from time to time and will vary depending on the Charge Post.  You will be able to monitor ongoing cost of the charge via the App and when you have finished charging your vehicle you will be able to review all your charges on the Customer Portal.

4.2 You will only be able to charge your Electric Vehicle at a Charge Post if your Account is in positive credit. If you have opted out of the Auto Top Up and your Account does not have enough credit to pay for the amount of charge you have used then: 

4.2.1 your Account will be in debt. (Please ensure you have a minimum balance on your account of £10 at all times).

4.2.2 you will not be able to charge your vehicle at a Charge Post until you have topped up your Account manually in accordance with paragraph 4.3 such that your Account is in positive balance or have opted back into the Auto Top Up arrangements; and 

4.2.3 we reserve the right to recover from you the amount which your Account is in debt.

4.3 You can top up your Account at any time via the Customer Portal.

4.4 Unless you have opted out of the Auto Top Up via your Account then, if the balance on your Account falls below £10.00 (ten pounds), we will automatically deduct £15 (fifteen pounds) from your payment card to top up the credit on your Account (the "Auto Top Up"). 

4.5 You can opt out of the Auto Top Up at any time via your Account.  If you opt out of the Auto Top Up, you will be responsible for manually topping up your Account.  You can also opt back into the Auto Top Up via your Account and if you opt back into the Auto Top Up, we will automatically top up your Account in accordance with paragraph 4.4.

4.6 You can request a refund of any credit on your Account and/or the closure of your Account at any time by notifying us by e-mail or telephone (please see our contact details at paragraph 1). 

4.7 If your Account is dormant for a period of two years, we will cancel your Account and try to contact you using the personal details we hold to refund any credit that you have remaining on your Account. If we are unable to reach you within 6 weeks, we will refund the credit on your Account to our chosen charity.

Pay at Post customers

4.8 The amount that you will be charged when charge your Electric Vehicle at a Charge Post will depend on the amount of energy provided and/or the time that your Electric Vehicle was connected and the location of the Charge Post. The current prices for charging your Electric Vehicle at the Charge Post, together with any minimum payment, will be provided via the Website. The prices are shown per kWh and/or p/hour and are inclusive of VAT at the prevailing rate.  Prices can change from time to time and will vary depending on the Charge Post.  You will be able to monitor ongoing state of the charge via the Website. 

4.9 When you have finished charging your vehicle you will be able to review all your charges on the Website and arranged for a VAT receipt to be emailed to you if required. 

If you take part in the Vehicle to Grid trial

4.10 V2G is a two-way charging technology which means we will use some of your battery power to provide balancing services to the grid.

4.11 V2G charging posts are clearly marked and should not be used unless you are participating in ‘e4futures' trial and have a Nissan Leaf 2016 onwards with 30kWh battery or greater/ Nissan eNV200 2018 onwards with 40kWh battery or greater.

4.12 Using the V2G charging post if you do not fulfil the criteria in Clause 4.11 may invalid your battery warranty. 

4.13 To start using the V2G charging posts you must tell us by using the E.ON Drive app how full you want the battery and by what time this needs to be complete. 

4.14 Whilst we will try to ensure the battery is ready for the time you have set in the E.ON Drive app we cannot guarantee this and will not be liable for any associated losses.  5. Personal data

5.1 Processing your data

5.1.1 If you provide any personal data to us under this Contract, E.ON Energy Solutions Limited will be the ‘data controller’. Our Data Protection Office can be contacted at: Newstead Court, Little Oak Drive, Annesley, Nottinghamshire, NG15 0DR.

5.1.2 We will process your personal data in line with our privacy notice, which we will amend from time to time. You can find it at eonenergy.com/privacy. 

5.2 Your rights

5.2.1 You have a number of rights which relate to the access to and control of your personal data. These are also set out in our privacy notice. 6. Complaints

6.1 If you have a complaint about the service you have received, you can: 

6.1.1 call us on03450520000; or 

6.1.2 e-mail us at EONDriveUK@eonenergy.com; or

6.1.3 write to us at Customer Service Centre, E.ON, PO Box 7750, Nottingham NG1 6WR.

6.2 We train our customer care team to be able to resolve most issues straightaway. If they cannot do so, our resolution team will take over. We try to resolve complaints in two working days or less. If you’re not satisfied with how we respond, you can ask us to review your case. We’ll look into how we’ve handled it and decide if we should do anything differently. 

6.3 If we haven’t resolved your complaint after eight weeks, or if we’ve sent you a final resolution letter, also known as a deadlock letter, you can go to the Energy Ombudsman. This is a free and impartial service that resolves disputes between energy companies and customers.

6.4 You can get in touch with the Ombudsman by: 

6.4.1 telephone on 0330 4401624; or

6.4.2 e-mail at osenquiries@os-energy.org.

6.5 To 'Know Your Rights' and to obtain free, independent, confidential and impartial advice on consumer issues visit www.citizensadvice.org.uk/energy.  You can also call the Citizens Advice consumer helpline on 0345 404 0506 or fill in their energy query form. You can do any of this at any point during the complaints process.

6.6 If we change our complaints process, we’ll tell you through your Customer Portal, and through our Website. 7. Definitions

Account means your E.ON Drive account registered for/accessed via the Website or App

App means the E.ON Drive App which is available from the Google Store or Apple App Store

Auto Top Up has the meaning given to it in paragraph 4.4

Charge Post(s) mean the physical units at which Electric Vehicles can be charged

Contract means these terms and conditions

Customer Portal means your online Customer Portal accessed via www.eondrive.co.uk/customer or through the App

Electric Vehicle(s) means a motor vehicle that uses electricity to power or assist in the propulsion of the motor vehicle and where the vehicle battery may be charged by plugging the vehicle into a dedicated Charge Post

Initial Registration Deposit means an initial deposit deducted from your bank account upon registration and notified to you prior to your completion of registration

Tag means the E.ON Drive RFID tag designed to be attached to a key ring and used to access the Services at a Charge Post

RFID means Radio Frequency Identification and refers to a small electronic circuit embedded in the RFID Card or Tag and used to communicate with the Charge Post in order to identify the driver and provide access to the Services

RFID Card means the credit card sized E.ON Drive RFID card used to access the Services at a Charge Post

RFID Card and Tag Fee means a fee payable by you for the RFID Card and Tag and notified to you prior to you requesting the RFID Card and Tag

Services means the provision of electricity to you via the Charge Posts and access to the Customer Portal

Website means www.eondrive.co.uk/map

1. App terms

1.1 By installing the App and using our services, you agree to be bound by:

1.1.1 these terms of use ("App Terms"); and 

1.1.2 our Privacy Policy.

1.2 Please review them carefully before you accept them. If you do not agree to these terms then we will not licence the App to you and you must not download or use it.

2. The App

2.1 The App is provided by E.ON Energy Solutions Limited trading as E.ON Drive, a business division of E.ON Energy Solutions Limited (whose company number is 03407430 and registered office is Westwood Way, Westwood Business Park, Coventry, CV4 8LG) ("we", "us" or "E.ON") to enable you to find the location and availability of the nearest Charge Point, charge your Electric Vehicle and access the Services. The App can be used on most Apple iOS and Android OS devices.

2.2 We may change the App Terms at any time and will inform you of a change through the App, when you next start the App. The new terms may be displayed on-screen and you may be asked to read and accept them to continue your use of the App.

2.3 We may update the App to add and improve its functions.

2.4 If you have any issues with the App, please contact us by e-mail at EONDriveUK@eonenergy.com and we will do our best to help you.

2.5 The App is provided for convenience. You acknowledge that the App (and the Services provided through the App) are dependent upon third parties. E.ON does not guarantee a certain availability of the App. In particular, maintenance work, disturbances in your access requirements, events beyond our/third parties’ control such as power failures can lead to non-availability of the App. E.ON may temporarily limit or stop the App at any time. E.ON will carry out the required maintenance work, as far as is possible, in low-usage times. Should longer temporary performance adjustments or restrictions be required, E.ON will advise you of the nature, extent and duration of the impairment to the extent that this is objectively possible in the circumstances and the disclosure would not delay the removal of any interruption already occurred.

2.6 You do not need to register on the App to use it, however, you can register with us in order to create an Account which simplifies payment for charging your Electric Vehicle and reviewing previous charging transactions. You will need to create an Account to access our private charge posts that are not available to the general public where you have been granted use of these facilities.

3. The App services

3.1 The App includes the following Services:

3.1.1 the ability to locate E.ON Drive and third-party Charge Points on an interactive map and obtain directions to those Charge Points; and

3.1.2 for E.ON Drive Charge Points, (a) a list of nearby charge points and maintain lists of favourite locations; (b) a filter of the displayed charge points by connector type; (c) the provision of pricing information for each Charge Point; (d) the ability to start and stop the charging of your Electric Vehicle and monitor the status of any ongoing charging transaction; and (e) the ability for registered users to view their available balance.

3.2 We may use third-party suppliers to support us in providing the App. We take reasonable care in selecting our suppliers so as to protect your security.

3.3 By uploading or submitting any information, content or materials to the App, you allow us (and our suppliers) a worldwide right to use it to provide the App to you. More information about how we use your information, and how it is held securely, is in our Privacy Policy.

4. Compatible devices and mobile data charges

4.1 In order to use the App, you are required to have a compatible mobile telephone or handheld device and internet data access. You must have obtained permission from the owners of any devices you use that are controlled, but not owned, by you to download and use the App.

4.2 You may be charged by your mobile network operator for internet data access. You accept responsibility for the use of the App (including data charges) and any service on or in relation to any device, whether or not it is owned by you.

5. Proprietary rights and license

5.1 All trademarks, copyright, database rights and other intellectual property rights of any nature in the App (including its appearance and branding), together with the underlying software code, are owned by E.ON or its licensors. We may also use open source software code in the App.

5.2 E.ON grants you a revocable right to use the App for your personal (non-commercial) use in accordance with these App Terms.

5.3 You will be able to use the Services once you have downloaded and installed the App.

5.4 In using the App you agree: (a) not to copy, decode, reverse engineer, disassemble, decompile or otherwise translate or convert the App; (b) not to infringe or copy the code or content or the design of the App; (c) not to use the App for any purpose other than to receive the Services; (d) not to observe, study or test the functioning of the App (or any part of it), but only so far as the same cannot be restricted by law; (e) not to distribute, rent, assign, sub-licence, lease, resell, distribute or otherwise deal in or encumber the App; (f) not to remove or modify any trademark, copyright notice or other proprietary marking or notices on the App; (g) not to use the App, or permit it to be used, on behalf of any third party; (h) not to attempt to circumvent or interfere with any security features of the App; (i) not to use the App in any way that breaches any applicable law or regulation; (j) not to upload material to the App that might reasonably be considered likely to upset other users, including (but not limited to) the following: libellous or defamatory comments; anything which discriminates against race, sex, religion, nationality, disability, age or sexual orientation; personal insults about another user; content containing profanities; or harassing, obscene, indecent or offensive language; (k) not to submit to or make a statement on the App which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism; (l) not to make on the App any reference to any ongoing or pending criminal trial anywhere in the world, or advocate, promote or incite any third party to commit, or assist any unlawful or criminal act; (m) not to submit to the App the name, address, telephone, mobile or fax number, e-mail address or any other personal data in respect of any individual other than yourself; (n) not to impersonate another user, misrepresent your identity or misrepresent your affiliation with any other person on the App; (o) not to submit any content on the App which infringes the intellectual property rights of any third party or that may constitute a criminal offence or give rise to civil liability or that otherwise violates any national or international law or regulation; and (p) not to misuse the App by knowingly introducing viruses, trojan horses, worms, logic bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code which is malicious or technologically harmful.

5.4 You will not, nor allow third parties on your behalf, to (i) make and distribute copies of the App; (ii) attempt to copy, reproduce, alter, modify, reverse engineer, disassemble, decompile, transfer, exchange or translate the App; (iii) create derivative works of the App; (iv) rent, lease, sub-license, loan, translate, merge, adapt, vary or modify the App; (v) make alterations to, or modifications of, the App, or permit the App to be combined with, or become incorporated in, any other programs.

5.5 You will comply with all technology control or export laws and regulations that apply to the technology used or supported by the App.

6. Acceptable use restrictions

6.1 You must not, and must not permit any other person to:

6.1.1 use the App in any unlawful way or in breach of these App Terms, or act fraudulently or maliciously;

6.1.2 infringe intellectual property rights in relation to the App, or by your use of it;

6.1.3 use the App in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other persons; and

6.1.4 attempt to decipher any transmissions to or from the servers running any service.

7. Data protection

7.1 Any personal information you supply to us (and which we collect from you) when creating an Account or using the App will be used by us in accordance with our Privacy Policy.

8. Suspending and stopping your use of the app

8.1 We may suspend or end your use of the App at any time with or without informing you. We have no obligation to resume provision of the App or Services to you, or to re-activate your Account, if suspended or closed. If we permanently end your use of the App then: (a) the rights granted to you in these App Terms end, and (b) you must stop use of the App and remove it from your devices.

8.2 You may stop your use of the App at any time by removing the App from your device. Doing so will not automatically delete your Account, if you have one. You can ask us to close your Account by contacting us at EONDriveUK@eonenergy.com. We will delete the Account information we hold about you after a period of inactivity on your Account, in accordance with our Privacy Policy.

9. Limitation of liability

9.1 The App has not been developed to meet your individual requirements, and it is your responsibility to ensure that the App meets your requirements.

9.2 We only supply the App for domestic/personal use. You may not use the App for commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of revenue, loss of business, business interruption, or loss of business opportunity. We also have no liability to you for any damage or alteration to your equipment including your devices as a result of the installation or use of the App.

9.3 All information, content and materials displayed on the App is provided for information only. Accordingly, you agree that we are not liable to you for:

9.3.1 any action (or inaction) resulting from use of or reliance on information, content and materials displayed in the App (or any loss or damage you suffer as a result);

9.3.2 third party sites linked to or accessed from the App (or your use of, or reliance on, those sites); or

9.3.3 any dealings you have with third parties (including your providers) through the App. Our responsibility

9.4 We are not liable to you under or in connection with these App Terms for:

9.4.1 any harm to you which is not a foreseeable result of our breaching any obligations in these App Terms;

9.4.2 any damage you suffer that is outside our control;

9.4.3 loss of business, revenue, profit, or savings that you expected to make.

9.5 Nothing in these App Terms limits or excludes our liability for death or personal injury arising as a result of our negligence or for fraud.

9.6 If for any reason we are found to be liable for any losses suffered by you in connection with these App Terms, our liability will be limited to £250. Your responsibility

9.7 You agree to reimburse us for any losses we incur as a result of your breach of, or failure to comply with, these App Terms or if we suffer any losses as a result of your use of the App Terms.

10. Disclaimer

10.1 The App may contain links to third-party websites ("Third-party Sites"). Third-party Sites are not under our control, and we are not responsible for and do not endorse their content or their privacy policies (if any). You need to make your own judgement on any Third-party Sites, including the purchase and use of any products or services accessible through them.

10.2 To the maximum extent permitted by law, we disclaim all implied warranties with regard to the App. We do not warrant that the information, content or materials displayed on the App are accurate, sufficient or error-free, nor that the information on our system is, when accessed by you, up-to-date or complete. The App and software are provided "as is" and "as available" without warranty of any kind.

11. Complaints

11.1 If you have any complaints about the App please contact us by e-mail at EONDriveUK@eonenergy.com.

12. Other important terms

12.1 We may transfer our rights and obligations under these App Terms to another organisation, but this will not reduce your rights or those obligations. You may not transfer your rights or obligations to another person.

12.2 If we fail to insist that you perform any of your obligations, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. Any waiver would need to be given by us in writing.

12.3 Each of the conditions of these App Terms operates separately. If any court or competent authority decides that any of them are unlawful or unenforceable, the remaining conditions will remain in full force and effect.

12.4 Please note that these App Terms, their subject matter and formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction.

13. Definitions

Account means your E.ON Drive account registered for/accessed via the Website or App

App means the software application currently known as the E.ON Drive App which is available from the Google Store or Apple App Store

Charge Point means the physical units at which Electric Vehicles can be charged

Electric Vehicle means a motor vehicle that uses electricity to power or assist in the propulsion of the motor vehicle and where the vehicle battery may be charged by plugging the vehicle into a dedicated Charge Point

Privacy Policy means the E.ON Drive App Privacy Policy available at www.eonenergy.com/privacy

Services means any of the services set out in paragraph 3.1. 

Website means eondrive.co.uk/register

1. About this contract

These Terms and Conditions relate to your use of our Electric Vehicle Charge Points. Please read the following important Terms and Conditions before you sign up to use the Services or use the E.ON Drive Customer Portal and check that you agree to these Terms and Conditions.

Definitions of all the words in bold are at the end of the document.

1.1 This Contract is between:

1.1.1 you, the person purchasing the Services we supply; and

1.1.2 us/we, E.ON Energy Solutions Limited trading as E.ON Drive, a business division of E.ON Energy Solutions Limited (whose company number is 03407430 and registered office is Westwood Way, Westwood Business Park, Coventry, CV4 8LG).

1.2 This Contract sets out:

1.2.1 your legal rights and responsibilities;

1.2.2 our legal rights and responsibilities; and

1.2.3 certain key information required by law.1.3 Do you need more help?

1.3.1 If you don't understand any term of this Contract or have any questions in relation to your Account or the Services and want to talk to us about it, please contact us: (a) by e-mail at EONDriveUK@eonenergy.com; or (b) by telephone on03450520000, We may record calls for quality and training purposes.

1.3.2 If you would like this Contract in another format (for example: audio, large print, braille) please contact us using the contact details above.

1.4 When the Contract is formed

1.4.1 The Contract is formed as soon as you register for an Account via the Website or via the App.

1.4.2 By registering for an Account and by using the Services, you are agreeing to do so in accordance with this Contract.

1.4.3 This Contract sets out the entire agreement between us and you in relation to the provision of the Services.1.5 What laws apply to this Contract?

1.5.1 For consumers resident in England and Wales, the laws of England and Wales apply to this Contract. For consumers resident in Scotland, the laws of Scotland apply to this Contract.

1.5.2 Nothing in this Contract affects your legal rights.

1.5.3 If a court decides that one or more of the terms in this Contract is not valid, the other terms still apply.

2. About the services

2.1 How to register for the Services

2.1.1 In order to use the Services you must register online by creating an Account via the Website or via the App.

2.1.2 In order to register you must provide us with your payment card details, mobile telephone number and e-mail address. Upon registration, we will deduct the Initial Registration Deposit from your bank account as credit for your Account. Once you have registered, a password will be sent by text to the mobile telephone number you provided during registration. You will need this password to access your Account via the Customer Portal, to log in to the App and to use the Services.

2.1.3 Once you have registered and your Account is in positive credit, you will be able to charge your Electric Vehicle at the Charge Points by using the App (see paragraph 2.2) or by using an RFID Card and/or Tag (see paragraph 2.3).

2.2 In using the App you agree: (a) not to copy, decode, reverse engineer, disassemble, decompile or otherwise translate or convert the App; (b) not to infringe or copy the code or content or the design of the App; (c) not to use the App for any purpose other than to receive the Services; (d) not to observe, study or test the functioning of the App (or any part of it), but only so far as the same cannot be restricted by law; (e) not to distribute, rent, assign, sub-licence, lease, resell, distribute or otherwise deal in or encumber the App; (f) not to remove or modify any trade mark, copyright notice or other proprietary marking or notices on the App; (g) not to use the App, or permit it to be used, on behalf of any third party; (h) not to attempt to circumvent or interfere with any security features of the App; (i) not to use the App in any way that breaches any applicable law or regulation; (j) not to upload material to the App that might reasonably be considered likely to upset other users, including (but not limited to) the following: libellous or defamatory comments; anything which discriminates against race, sex, religion, nationality, disability, age or sexual orientation; personal insults about another user; content containing profanities; or harassing, obscene, indecent or offensive language; (k) not to submit or make a statement which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism; (l) not to make any reference to any ongoing or pending criminal trial anywhere in the world, or advocate, promote or incite any third party to commit, or assist any unlawful or criminal act; (m) not to submit the name, address, telephone, mobile or fax number, e-mail address or any other personal data in respect of any individual other than yourself; (n) not to impersonate another user, misrepresent your identity or misrepresent your affiliation with any other person; (o) not to submit any content on the App which infringes the intellectual property rights of any third party or that may constitute a criminal offence or give rise to civil liability or that otherwise violates any national or international law or regulation; and (p) not to misuse the App by knowingly introducing viruses, trojan horses, worms, logic bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code which is malicious or technologically harmful.

2.3 Accessing the Services with an RFID Card or Tag

2.3.1 If you would like to use the Services with an RFID Card or Tag, you will need to request these at registration or subsequently via the Customer Portal. The RFID Card and Tag come together and you cannot request one without the other.

2.3.2 We will aim to deliver the RFID Card and Tag to your chosen address within 14 days of receiving your request. You will be charged the RFID Card and Tag Fee for delivery of the RFID Card and Tag and this amount will be: (a) automatically deducted from your payment card, if you request the RFID Card and Tag via the Customer Portal; or (b) added to your Initial Registration Deposit if you request the RFID Card and Tag during registration, thus increasing the amount we deduct from your bank account on registration.

2.3.3 You will need to follow the instructions on the Charge Points on how to use an RFID Card or Tag. 

2.3.4 You will keep the RFID Card and Tag secure and take appropriate steps to prevent them being stolen or copied. You will also inform us as soon as possible should you believe that your RFID Card or Tag is lost, stolen or could have been copied.

2.4 Returning your RFID Card and Tag

2.4.1 You have 14 days from when you receive your RFID Card and Tag to change your mind and receive a refund for your RFID Card and Tag. This is your cooling off period.

2.4.2 If you do change your mind, please tell us before the end of the cooling off period using the contact details above and we will refund the cost of the RFID Card and Tag to the payment card that you registered with, within 14 days of receiving the returned RFID Card and Tag. You will need to pay the delivery costs for the return of the RFID Card and Tag and you must return both in order to receive a refund.#           

2.4.3 If you change your mind after the cooling off period, you will not receive a refund.

2.4.4 If your RFID Card or Tag is faulty, you must send it back to us as soon as possible and we will at your option either: (a) refund you the full RFID Card and Tag Fee if the fault occurs within the first 30 days of your receipt of the RFID Card or Tag; or (b) send you a replacement RFID Card and/or Tag if the fault occurs within 6 months of you receiving them.

2.4.5 If you lose or damage your RFID Card or Tag and need a replacement or if you simply want an additional RFID Card and Tag, you can request these via the Customer Portal. In requesting an additional RFID Card and Tag you will be charged an additional RFID Card and Tag Fee for delivery of the replacement or additional RFID Card and Tag and this will be automatically deducted from your registered payment card. We will endeavour to send the new RFID Card and Tag to your chosen address within 14 days of receiving your request.

2.4.6 The provisions of this paragraph 2.4 apply to any RFID Card and Tag supplied by us to you.

3. Our responsibilities and yours

3.1 Our responsibilities

3.1.1 We will use our best efforts to ensure that the Services are available at all times but we cannot guarantee this and whilst we will use our best efforts to ensure that the Services are available at all times, we will not be liable to you for any unavailability of the Services.

3.1.2 We will ensure that all price information is accessible via the App and the Website. Prices shall be shown per kWh and/or per hour.

3.1.3 Where the Services are unavailable, for example, for maintenance purposes or due to circumstances beyond our control, we will use our best efforts to get the Services running again as soon as possible.

3.1.4 We cannot guarantee that you will be able to charge your vehicle at every Charge Point at all times. You will be able to find the location and availability of the nearest Charge Point to you via the Website or via the App.

3.1.5 We will ensure that any RFID Card and Tag that we send to you comply with your legal rights (being that they are of satisfactory quality, fit for purpose and match the description, sample or model). If an RFID Card or Tag does not meet these requirements they will be deemed to be "faulty" and you may obtain a replacement as described in paragraph 2.4.4.

3.1.6 We will aim to keep the App and the Website up to date with availability of Charge Points.

3.1.7 We reserve the right to suspend your Account and cancel your right to receive the Services if we have reason to believe that: (a) you have failed comply with your responsibilities under this Contract; (b) you have breached a term of this Contract; (c) you have misused the Account, Customer Portal or Services; or (d) if you owe money to us.

3.1.8 We are not liable for: (a) any harm to you, which we could not have expected when we agreed your Contract and which was therefore not a foreseeable result of our breaching this Contract; (b) any damage you suffer that is outside our control; (c) any loss you incur as a result of your use of an incorrect or inadequate cable (having regard to paragraph 3.2.1); or (d) business losses including loss of business, revenue, profit, or savings that you expected to make 

3.1.9 Nothing in this Contract limits or excludes our liability for death or personal injury arising as a result of our negligence or for fraud. 

3.1.10 If for any reason we are found to be liable for any losses suffered by you in connection with this Contract, our liability will be limited to the greater of: £1,000 or the amount you have paid to us in the past 24 months in respect of your receipt of the Services as at the point the liability arises. 

3.1.11 We might transfer this Contract to another company. If we do, it won’t affect your legal rights. We’ll share your personal data with the company so that they can carry on supplying the Services to you.

3.2 Your responsibilities

3.2.1 If the Charge Point does not have a permanently attached cable then you will need to use your own cable to attach your Electric Vehicle to the Charge Point and to charge your vehicle. We are not responsible for any loss you may incur due to the use of any faulty or incorrect cable. It is your responsibility to ensure that you use the correct equipment for this purpose and that the cable you are using is fit for that purpose and compliant with the appropriate British and International Standards (including IEC 61851-1 and BS EN 62196-2 standards as amended from time to time). 

3.2.2 You must pay for the Services in accordance with this Contract.

3.2.3 You must not: (a) tamper with the Charge Point in any way; (b) use the Charge Point for any purpose other than to charge your Electric Vehicle; (c) damage the Charge Point; (d) allow anybody else to use your Customer Portal (it being acknowledged that if you do allow a third party to use your Customer Portal then you shall be liable for that third party's actions or omissions as if they were your own).           

3.2.4 We have the right to change the terms of this Contract at any time. We will use our best efforts to provide you with as much notice as possible of any material changes via the Website, by e-mail or via the App. If you are unhappy with the changes made to this Contract you may cancel your Account in accordance with paragraph 2.1.4.

4. Paying us and topping up your account

4.1 The amount that you will be charged each time you charge your Electric Vehicle at a Charge Point will depend on the amount of energy provided and/or the time that your Electric Vehicle was connected and the location of the Charge Point. The current prices for charging your Electric Vehicle can be found on the Website and on the App. The prices are shown per kWh and/or p/hour and are inclusive of VAT. Prices can change from time to time and will vary depending on the Charge Point. You will be able to monitor ongoing cost of the charge via the App and when you have finished charging your vehicle you will be able to review all your charges on the Customer Portal.

4.2 You will only be able to charge your Electric Vehicle at a Charge Point if your Account is in positive credit. If you have opted out of the Auto Top Up and your Account does not have enough credit to pay for the amount of charge you have used then:

4.2.1 your Account will be in debt. (Please ensure you have a minimum balance on your account of £10 at all times).

4.2.2 you will not be able to charge your vehicle at a Charge Point until you have topped up your Account manually in accordance with paragraph 4.3 such that your Account is in positive balance or have opted back into the Auto Top Up arrangements; and 

4.2.3 we reserve the right to recover from you the amount which your Account is in debt.

4.3 You can top up your Account at any time via the Customer Portal.

4.4 Unless you have opted out of the Auto Top Up via your Account then, if the balance on your Account falls below £10.00 (ten pounds), we will automatically deduct £15.00 (fifteen pounds) from your payment card to top up the credit on your Account (the "Auto Top Up").

4.5 You can opt out of the Auto Top Up at any time via your Account. If you opt out of the Auto Top Up, you will be responsible for manually topping up your Account. You can also opt back into the Auto Top Up via your Account and if you opt back into the Auto Top Up, we will automatically top up your Account in accordance with paragraph 4.4.

4.6 You can request a refund of any credit on your Account and/or the closure of your Account at any time by notifying us by e-mail or telephone (please see our contact details at paragraph 1).

4.7 If your Account is dormant for a period of two years, we will cancel your Account and try to contact you using the personal details we hold to refund any credit that you have remaining on your Account. If we are unable to reach you within 6 weeks, we will refund the credit on your Account to our chosen charity.

5. Personal data

5.1 Processing your data

5.1.1 If you provide any personal data to us under this Contract, E.ON Energy Solutions Limited will be the ‘data controller’. Our Data Protection Office can be contacted at: Newstead Court, Little Oak Drive, Annesley, Nottinghamshire, NG15 0DR.

5.1.2 We will process your personal data in line with our privacy notice, which we will amend from time to time. You can find it at eonenergy.com/privacy. Our privacy notice sets out: (a) where we might get data about you from; (b) why we need it; (c) what we might do with the data (including who we might share it with); (d) the circumstances in which your data might be transferred abroad; and (e) how long we keep it for.

5.2 Your rights

5.2.1 You have a number of rights which relate to the access to and control of your personal data. These are also set out in our privacy notice.

6. Complaints

6.1 If we haven't given you the kind of service you expect, you can:           

6.1.1 call us on 0330 202 4417; or

6.1.2 e-mail us at EONDriveUK@eonenergy.com; or

6.1.3 write to us at Customer Service Centre, E.ON, PO Box 7750, Nottingham NG1 6WR.

6.2 We train our customer care team to be able to resolve most issues straightaway. If they cannot do so, our resolution team will take over. We try to resolve complaints in two working days or less. If you’re not satisfied with how we respond, you can ask us to review your case. We’ll look into how we’ve handled it and decide if we should do anything differently.

6.3 If we haven’t resolved your complaint after eight weeks, or if we’ve sent you a final resolution letter, also known as a deadlock letter, to say there’s no more we can do, you can go to the Energy Ombudsman. This is a free and impartial service that resolves disputes between energy companies and customers.

6.4 You can get in touch with the Ombudsman by:

6.4.1 telephone on 0330 4401624; or

6.4.2 e-mail at osenquiries@os-energy.org.

6.5 What they decide is legally binding for us, but not for you.

6.6 To 'Know Your Rights' and to obtain free, independent, confidential and impartial advice on consumer issues visit www.citizensadvice.org.uk/energy. You can also call the Citizens Advice consumer helpline on 0808 223 1133 (England) or 0808 223 1144 (Wales), or fill in their energy query form. You can do any of this at any point during the complaints process.

6.7 If we change our complaints process, we’ll tell you through your Customer Portal, and through our Website.

7. Definitions

Account means your E.ON Drive account registered for/accessed via the Website or AppApp means the E.ON Drive App which is available from the Google Store or Apple App Store

Auto Top Up has the meaning given to it in paragraph 4.4

Charge Point(s) mean the physical units at which Electric Vehicles can be charged

Contract means these Terms and Conditions

Customer Portal means your online Customer Portal accessed via www.eondrive.co.uk/customer or through the App

Electric Vehicle(s) means a motor vehicle that uses electricity to power or assist in the propulsion of the motor vehicle and where the vehicle battery may be charged by plugging the vehicle into a dedicated Charge Point

Initial Registration Deposit means an initial deposit deducted from your bank account upon registration and notified to you prior to your completion of registration

Tag means the E.ON Drive RFID tag designed to be attached to a key ring and used to access the Services at a Charge Point

RFID means Radio Frequency Identification and refers to a small electronic circuit embedded in the RFID Card or Tag and used to communicate with the Charge Point in order to identify the driver and provide access to the Services

RFID Card means the credit card sized E.ON Drive RFID card used to access the Services at a Charge Point

RFID Card and Tag Fee means a fee payable by you for the RFID Card and Tag and notified to you prior to you requesting the RFID Card and Tag

Services means the provision of electricity to you via the Charge Points and access to the Customer Portal

Website means www.eondrive.co.uk

1. App terms

1.1 By installing the App and using our services, you agree to be bound by:

1.1.1 these terms of use ("App Terms"); and 

1.1.2 our Privacy Policy.

1.2 Please review them carefully before you accept them. If you do not agree to these terms then we will not licence the App to you and you must not download or use it.

2. The App

2.1 The App is provided by E.ON Energy Solutions Limited trading as E.ON Drive, a business division of E.ON Energy Solutions Limited (whose company number is 03407430 and registered office is Westwood Way, Westwood Business Park, Coventry, CV4 8LG) ("we", "us" or "E.ON") to enable you to find the location and availability of the nearest Charge Point, charge your Electric Vehicle and access the Services. The App can be used on most Apple iOS and Android OS devices.

2.2 We may change the App Terms at any time and will inform you of a change through the App, when you next start the App. The new terms may be displayed on-screen and you may be asked to read and accept them to continue your use of the App.

2.3 We may update the App to add and improve its functions.

2.4 If you have any issues with the App, please contact us by e-mail at EONDriveUK@eonenergy.com and we will do our best to help you.

2.5 The App is provided for convenience. You acknowledge that the App (and the Services provided through the App) are dependent upon third parties. E.ON does not guarantee a certain availability of the App. In particular, maintenance work, disturbances in your access requirements, events beyond our/third parties’ control such as power failures can lead to non-availability of the App. E.ON may temporarily limit or stop the App at any time. E.ON will carry out the required maintenance work, as far as is possible, in low-usage times. Should longer temporary performance adjustments or restrictions be required, E.ON will advise you of the nature, extent and duration of the impairment to the extent that this is objectively possible in the circumstances and the disclosure would not delay the removal of any interruption already occurred.

2.6 You do not need to register on the App to use it, however, you can register with us in order to create an Account which simplifies payment for charging your Electric Vehicle and reviewing previous charging transactions. You will need to create an Account to access our private charge posts that are not available to the general public where you have been granted use of these facilities.

3. The App services

3.1 The App includes the following Services:

3.1.1 the ability to locate E.ON Drive and third-party Charge Points on an interactive map and obtain directions to those Charge Points; and

3.1.2 for E.ON Drive Charge Points, (a) a list of nearby charge points and maintain lists of favourite locations; (b) a filter of the displayed charge points by connector type; (c) the provision of pricing information for each Charge Point; (d) the ability to start and stop the charging of your Electric Vehicle and monitor the status of any ongoing charging transaction; and (e) the ability for registered users to view their available balance.

3.2 We may use third-party suppliers to support us in providing the App. We take reasonable care in selecting our suppliers so as to protect your security.

3.3 By uploading or submitting any information, content or materials to the App, you allow us (and our suppliers) a worldwide right to use it to provide the App to you. More information about how we use your information, and how it is held securely, is in our Privacy Policy.

4. Compatible devices and mobile data charges

4.1 In order to use the App, you are required to have a compatible mobile telephone or handheld device and internet data access. You must have obtained permission from the owners of any devices you use that are controlled, but not owned, by you to download and use the App.

4.2 You may be charged by your mobile network operator for internet data access. You accept responsibility for the use of the App (including data charges) and any service on or in relation to any device, whether or not it is owned by you.

5. Proprietary rights and license

5.1 All trademarks, copyright, database rights and other intellectual property rights of any nature in the App (including its appearance and branding), together with the underlying software code, are owned by E.ON or its licensors. We may also use open source software code in the App.

5.2 E.ON grants you a revocable right to use the App for your personal (non-commercial) use in accordance with these App Terms.

5.3 You will be able to use the Services once you have downloaded and installed the App.

5.4 In using the App you agree: (a) not to copy, decode, reverse engineer, disassemble, decompile or otherwise translate or convert the App; (b) not to infringe or copy the code or content or the design of the App; (c) not to use the App for any purpose other than to receive the Services; (d) not to observe, study or test the functioning of the App (or any part of it), but only so far as the same cannot be restricted by law; (e) not to distribute, rent, assign, sub-licence, lease, resell, distribute or otherwise deal in or encumber the App; (f) not to remove or modify any trademark, copyright notice or other proprietary marking or notices on the App; (g) not to use the App, or permit it to be used, on behalf of any third party; (h) not to attempt to circumvent or interfere with any security features of the App; (i) not to use the App in any way that breaches any applicable law or regulation; (j) not to upload material to the App that might reasonably be considered likely to upset other users, including (but not limited to) the following: libellous or defamatory comments; anything which discriminates against race, sex, religion, nationality, disability, age or sexual orientation; personal insults about another user; content containing profanities; or harassing, obscene, indecent or offensive language; (k) not to submit to or make a statement on the App which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism; (l) not to make on the App any reference to any ongoing or pending criminal trial anywhere in the world, or advocate, promote or incite any third party to commit, or assist any unlawful or criminal act; (m) not to submit to the App the name, address, telephone, mobile or fax number, e-mail address or any other personal data in respect of any individual other than yourself; (n) not to impersonate another user, misrepresent your identity or misrepresent your affiliation with any other person on the App; (o) not to submit any content on the App which infringes the intellectual property rights of any third party or that may constitute a criminal offence or give rise to civil liability or that otherwise violates any national or international law or regulation; and (p) not to misuse the App by knowingly introducing viruses, trojan horses, worms, logic bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code which is malicious or technologically harmful.

5.4 You will not, nor allow third parties on your behalf, to (i) make and distribute copies of the App; (ii) attempt to copy, reproduce, alter, modify, reverse engineer, disassemble, decompile, transfer, exchange or translate the App; (iii) create derivative works of the App; (iv) rent, lease, sub-license, loan, translate, merge, adapt, vary or modify the App; (v) make alterations to, or modifications of, the App, or permit the App to be combined with, or become incorporated in, any other programs.

5.5 You will comply with all technology control or export laws and regulations that apply to the technology used or supported by the App.

6. Acceptable use restrictions

6.1 You must not, and must not permit any other person to:

6.1.1 use the App in any unlawful way or in breach of these App Terms, or act fraudulently or maliciously;

6.1.2 infringe intellectual property rights in relation to the App, or by your use of it;

6.1.3 use the App in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other persons; and

6.1.4 attempt to decipher any transmissions to or from the servers running any service.

7. Data protection

7.1 Any personal information you supply to us (and which we collect from you) when creating an Account or using the App will be used by us in accordance with our Privacy Policy.

8. Suspending and stopping your use of the app

8.1 We may suspend or end your use of the App at any time with or without informing you. We have no obligation to resume provision of the App or Services to you, or to re-activate your Account, if suspended or closed. If we permanently end your use of the App then: (a) the rights granted to you in these App Terms end, and (b) you must stop use of the App and remove it from your devices.

8.2 You may stop your use of the App at any time by removing the App from your device. Doing so will not automatically delete your Account, if you have one. You can ask us to close your Account by contacting us at EONDriveUK@eonenergy.com. We will delete the Account information we hold about you after a period of inactivity on your Account, in accordance with our Privacy Policy.

9. Limitation of liability

9.1 The App has not been developed to meet your individual requirements, and it is your responsibility to ensure that the App meets your requirements.

9.2 We only supply the App for domestic/personal use. You may not use the App for commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of revenue, loss of business, business interruption, or loss of business opportunity. We also have no liability to you for any damage or alteration to your equipment including your devices as a result of the installation or use of the App.

9.3 All information, content and materials displayed on the App is provided for information only. Accordingly, you agree that we are not liable to you for:

9.3.1 any action (or inaction) resulting from use of or reliance on information, content and materials displayed in the App (or any loss or damage you suffer as a result);

9.3.2 third party sites linked to or accessed from the App (or your use of, or reliance on, those sites); or

9.3.3 any dealings you have with third parties (including your providers) through the App. Our responsibility

9.4 We are not liable to you under or in connection with these App Terms for:

9.4.1 any harm to you which is not a foreseeable result of our breaching any obligations in these App Terms;

9.4.2 any damage you suffer that is outside our control;

9.4.3 loss of business, revenue, profit, or savings that you expected to make.

9.5 Nothing in these App Terms limits or excludes our liability for death or personal injury arising as a result of our negligence or for fraud.

9.6 If for any reason we are found to be liable for any losses suffered by you in connection with these App Terms, our liability will be limited to £250. Your responsibility

9.7 You agree to reimburse us for any losses we incur as a result of your breach of, or failure to comply with, these App Terms or if we suffer any losses as a result of your use of the App Terms.

10. Disclaimer

10.1 The App may contain links to third-party websites ("Third-party Sites"). Third-party Sites are not under our control, and we are not responsible for and do not endorse their content or their privacy policies (if any). You need to make your own judgement on any Third-party Sites, including the purchase and use of any products or services accessible through them.

10.2 To the maximum extent permitted by law, we disclaim all implied warranties with regard to the App. We do not warrant that the information, content or materials displayed on the App are accurate, sufficient or error-free, nor that the information on our system is, when accessed by you, up-to-date or complete. The App and software are provided "as is" and "as available" without warranty of any kind.

11. Complaints

11.1 If you have any complaints about the App please contact us by e-mail at EONDriveUK@eonenergy.com.

12. Other important terms

12.1 We may transfer our rights and obligations under these App Terms to another organisation, but this will not reduce your rights or those obligations. You may not transfer your rights or obligations to another person.

12.2 If we fail to insist that you perform any of your obligations, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. Any waiver would need to be given by us in writing.

12.3 Each of the conditions of these App Terms operates separately. If any court or competent authority decides that any of them are unlawful or unenforceable, the remaining conditions will remain in full force and effect.

12.4 Please note that these App Terms, their subject matter and formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction.

13. Definitions

Account means your E.ON Drive account registered for/accessed via the Website or App

App means the software application currently known as the E.ON Drive App which is available from the Google Store or Apple App Store

Charge Point means the physical units at which Electric Vehicles can be charged

Electric Vehicle means a motor vehicle that uses electricity to power or assist in the propulsion of the motor vehicle and where the vehicle battery may be charged by plugging the vehicle into a dedicated Charge Point

Privacy Policy means the E.ON Drive App Privacy Policy available at www.eonenergy.com/privacy

Services means any of the services set out in paragraph 3.1. 

Website means eondrive.co.uk/register

1. Raising your concernsIf you're not happy about the service you've received then please get in touch:

• By phone on

  03450520000

  , standard call rates apply and we may record calls for quality and training purposes

• By email at eondriveuk@eonenergy.com

• By post at E.ON Drive Customer Service Team, PO Box 7750, Nottingham, NG1 6WR

2. What counts as a complaint?A complaint is an expression of dissatisfaction made to E.ON relating to any of its products or services.A complaint can relate to:

• Any of our products and services

• When someone feels they've been unreasonably impacted upon by our products or services

• Where we haven't met the agreed standards

3. What we'll do next

1. If we're not able to deal with your complaint over the phone we'll send you an acknowledgement letter, no more than five business days after receiving your complaint. In the letter, we'll confirm receipt of your complaint and let you know a date when we plan to resolve your complaint by.

2. We'll keep you updated on our progress.

3. When we've completed our investigation, we'll advise you of our final response. This will clearly set out the results of our investigation and the outcome of your complaint.

4. Still not satisfied?Our aim is to give you a fair outcome within eight weeks. If you aren’t satisfied with the outcome or we haven’t provided a final response within eight weeks, you can escalate your complaint to the Energy Ombudsman, to progress the complaint further. Their contact details are below.The Energy Ombudsman is a scheme operated by the Ombudsman Services, set up to help resolve consumer disputes. They’ll carry out an impartial review of your complaint. They’re independent and their service is free to you.

5. What the Energy Ombudsman can decideIf the Energy Ombudsman say we’re at fault, they may decide that we must offer you one of the following:

• A service or some practical action that will benefit you

• A financial award

• An apology

• An explanation

If your complaint is investigated and you accept the Energy Ombudsmen decision, we’re bound by this. As a consumer, you aren’t obliged to accept their decision and can still take your complaint elsewhere, (i.e. court).

6. Contact details for Ombudsman Services: EnergyYou can contact the Ombudsman in the following ways:

• by e-mail - osenquiries@os-energy.org

• by phone - 0330 440 1624, standard call rates apply

• by post - PO Box 966, Warrington, WA4 9DF

• online via their website: www.os-energy.org

Definitions

Where We use the terms below in the Contract, this is what We mean:

“Cancellation Form” means the form set out in Schedule 2 of these Terms and Conditions.

“Contract” means these Terms and Conditions and Your Customer Proposal Form.

“Customer Proposal  Form” means the document entitled E.ON Drive EV Customer Proposal Form, which We will send to You following Our Survey.

“Distribution Network Operator” means the company that is responsible for the distribution of electricity from the national transmission grid to Your home e.g. UK Power Networks or Northern Powergrid.

“Electric Vehicle” means any battery-operated vehicle which the EV Home Charger is used to charge.

“EV Home Charger” means the Electric Vehicle Home Charger and all associated equipment (including the tethered cable where applicable) which We propose to install at Your Home described in more detail in Your Customer Proposal Form.

“Force Majeure Event” includes but is not limited to; extreme bad weather, fire, flooding, lightning strike or the occurrence of any event or circumstance which is outside of Our or Your reasonable control.

“Home” means Your domestic property, the address of which You provided on Your Customer Proposal Form.

“Installation” means the work to install, test and commission the EV Home Charger at Your Home.

“Installation Date”  means the date on which we will begin Your Installation.

“Installation Completion Date” means the date on which We inform You that Your Installation is complete.

“OZEV EVHS Grant” means the Office for Zero Emission Vehicles Electric Vehicle Homecharge Scheme grant.

“Price” means the price of the Installation of the EV Home Charger at Your Home as set out in the Quote and where necessary the Re-Quote.

“Quote” means a table stating the Price  of the EV Home Charger to be installed in Your Home and which is contained in Your Customer Proposal Form.

“Quote Summary” means a written summary in Your Quote setting out the details of the Installation of Your EV Home Charger.

“Re-Quote” means an amended quote issued following the discovery of unforeseen works which affect the Installation. 

“Survey” means the detailed analysis of Your Home which We conducted to assess the suitability of Your Home for the Installation and to provide You with a Quote.

“Warranty” means the warranty provided by Us  in respect of Your EV Home Charger  attached at Schedule 1

“We” /”Us”/ “Our” / “Ours” means E.ON Energy Solutions Limited (Company Number 03407430) whose registered office is at Westwood Way, Westwood Business Park, Coventry, CV4 8LG and companies within the E.ON UK plc group.

“Working Days” means a day (other than a Saturday, Sunday or public holiday) when banks in London are generally open for non-automated business.

“You”/ “Your” means the person or people who have entered into this Contract with Us.

1. How this Contract works1. How this Contract works

1.1 The Contract is between You and Us. It is made up of (i) Your Customer Proposal Form and (ii) these Terms and Conditions (including the schedules), which You will receive together. It is important for You to read these Contract Terms and Conditions carefully so that You understand exactly how it works.

1.2 If You  want to talk to Us about this Contract, or if You would like this Contract in another format (for example: audio, large print, braille), please contact Our EV Home Charge Support Team by email at eondriveuk@eonenergy.com or by telephone on 0333 202 4417.

1.3 If there is any conflict between this Contract and Your Customer Proposal Form, this Contract will take priority.

2. Your right to cancel the Contract

2.1 You may cancel the Contract within 14 days from the start date of Your Contract if You change Your mind (the “Cooling Off Period”). To cancel, You must tell Us within the Cooling Off Period by sending us either an email or a  letter attaching a completed Cancellation Form as set out in Schedule 2. You can find Our contact details in the “Contacting Us” section below.

2.2  After the Cooling Off Period, You can cancel Your Contract by sending us a completed Cancellation Form up to five Working Days before Your scheduled Installation Date. If You cancel within five Working Days of Your scheduled Installation Date, We reserve the right to charge You £200 to cover Our committed costs and if We have already begun the Installation before You tell Us You want to cancel the Contract, but We have not completed the Installation We will remove all parts of the EV Home Charger that were installed at the time of cancellation.

2.3 After the Installation Completion Date You will lose the right to cancel the Contract and it will continue in effect.

3. Our right to end or suspend the Contract

3.1 In addition to the rights We have to end the Contract in Paragraph’s 4, 8, 9 and 16 We may also immediately cancel the Contract or suspend the Contract for up to 30 Working Days at any time if We are unable to complete the Installation for any reason that will affect Our ability to complete the Installation (e.g. health and safety, structural or technical reasons connected with Your Home) which has not been caused by Our neglect or default and which has not been resolved within three months of Us telling You about it.

3.2 If the Contract has been ended due to the reasons detailed in Paragraph 3.1 after We have started the Installation, We will remove the EV Home Charger from Your Home and remedy damage We have caused by the removal at no cost to You.

3.3 If We suspend this Contract as mentioned in Paragraph 3.1 We will tell You when, if at any time during the 30 Working Days the Contract is suspended for, We are able to proceed with the Installation. If after 30 Working Days  of suspension, We are still not able to proceed with the Installation We will end the Contact immediately and if We had already begun the Installation at Your Home we will remove the EV Home Charger as set out in Paragraph 3.2. 

4. Ending the contract

4.1 In addition to  Your right to cancel and  Our right to end  the Contract in Paragraphs 2 and 3 of these Terms and Conditions:

4.1.1 You may end the Contract immediately, by sending Us either an email or a letter attaching a completed Cancellation Form as set out in Schedule 2, if We do not comply with the Contract and (i) We have been informed about Our non-compliance and (ii) after being informed, We continue to not comply for a period of 30 Working Days.

4.1.2 We may end the Contract immediately where You do not comply with the Contract and (i) You have been informed about Your non-compliance and (ii) after being informed, You continue to not comply for a period of 30 Working Days.

5. Consequences of cancellation5.1 If You have ended the Contract for the reasons stated in Paragraph 4.1.1 and We have partially completed the Installation of the EV Home Charger, We will remove the EV Home Charger from Your Home and remedy the damage We have caused by the removal at no cost to You and We will refund any payments made by You.

5.2 If We have ended the Contract for the reasons stated in Paragraph 4.1.2 We may charge You for the costs We have incurred up until the cancellation of the Contract (as well as costs for removing the EV Home Charger, where applicable).

5.3 Ending Your Contract for the reasons stated in Paragraph 4.1.1 after completion of the Installation will not affect any guarantees and warranties provided in relation to Your EV Home Charger, any rights and responsibilities that You or We had before the Contract ended, or which are due to come into force under the Contract or to continue after the date it ended.

5.4 If We end Your Contract for the reasons stated in Paragraph 4.1.2 any guarantees and warranties provided in relation to Your EV Home Charger will become null and void. 

6. About us

6.1 We may transfer Our rights and/or obligations under the Contract to another company. If We arrange for another company to perform Our obligations for Us, this will not affect Our responsibility to You under the Contract.

7. OLEV EVHS Grant

7.1  We are accredited by the Office for Zero Emission Vehicles (OZEV) to access the Electric Vehicle Homec harge Scheme (EVHS) grant funding. If You are eligible the grant subsidises the cost of installing a residential EV Home Charger for the owners/ primary users of electric vehicles. The grant allows You to claim up to £350 towards the cost of installing an EV Home Charger.

7.2  To be eligible for the grant You must meet the latest eligibility criteria set  by OZEV (which was updated 1 April 2022). Full details of the OZEV EVHS grant can be found at Electric Vehicle Homecharge Scheme: guidance for customers - GOV.UK (www.gov.uk)

7.3  By accepting an OZEV grant funded EV Home Charger Installation, You confirm that You have read, agree with and can comply with all the Terms and Conditions of the EVHS Scheme.

7.4  It is Your responsibility to apply for the OZEV EVHS grant and inform Us of any changes to Your OZEV EVHS grant eligibility prior to the day of Installation. As detailed in the Terms and Conditions of the OZEV EVHS grant, OZEV reserves the right to take whatever action it deems necessary in order to claim the funding back from the customer, where a customer has failed to inform an Installer of any such change.

7.5  In the event You do not qualify for the OZEV EVHS grant, You fail to make the necessary application for the grant  or the OZEV EVHS grant is withdrawn by the government You will be liable for the full cost of the installation of the EV Home Charger. 

8. What we need you to do before we install your EV home charger

8.1 The cost of the Installation will be set out in Your Quote.

8.2 A standard home charger Installation includes fitting of the EV Home Charger on a brick or plaster wall, or to another suitable permanent structure with a cable run back to the consumer unit of under 10 metres. Cables will be fixed flush to the wall at a height of under 1.8m. The cable can be routed through a drilled hole in a wall up to 500mm thick, if this is needed. An earth rod will be installed in soft ground, where required. We will not run cables behind walls, through joists, under tiles/carpets/floorboards or install cables in trenches or aerially unless this is specifically referred to in the Quote Summary as these are non-standard items.

8.3 In some instances, We may identify unexpected extra works when Our installer attends Your Home that have not been identified from the Installation Survey. These unforeseen works may include additional drilling, a requirement for a longer cable due to the positioning of the fuse cord or if hazardous material such as asbestos is discovered.

8.4 If We do identify unforeseen works as set out at Paragraph 8.3 We will discuss this with You and if necessary, We will reschedule an Installation Date once the works required to rectify the unforeseen works  are complete or Our Re-Quote for the work has been accepted by You. It is Your responsibility to rectify unforeseen works but where possible We will issue a Re-Quote for Your consideration where We are able to undertake the works required to rectify the unforeseen works.

8.5 In the event of unforeseen works We reserve the right to suspend the Installation in accordance with Paragraph 3.1 until the unforeseen works have been rectified.

8.6 You may reject the Re-Quote or inform Us You will not be undertaking the works required to rectify the unforeseen works. Where You do so We will end the Contract and where relevant remove the EV Home Charger from Your Home and remedy the damage We have caused by the removal. We reserve the right to charge You for any costs We have incurred  in undertaking the Installation up to and including the date We end the Contract.

8.7 We can only complete Your Installation if the electrical capacity (main fuse) of Your Home can support the additional electrical demands of Your EV charger. We will take steps to determine that You have the additional capacity ahead of Your Installation and whether We need to apply to Your Distribution Network Operator (DNO) as part of this. By signing this Contract, You authorise E.ON to make this application to Your DNO.

8.8  If the capacity of the main fuse in Your property is not sufficient then We may have to delay Your Installation until Your main fuse and/or electricity supply is upgraded by Your DNO (this could incur additional costs). If it is not possible to upgrade Your main fuse and/or electricity supply or You do not want to do this then We may end the Contract in accordance with Paragraph 3.1.

8.9 Before We carry out the Installation, You must satisfy the following conditions (unless We tell You otherwise) (the “Installation Requirements”):

8.9.1 The Cooling Off Period has ended and You haven’t cancelled the Contract.

8.9.2 You must ensure You have a wi-fi  connection at Your Home with sufficient reception  to  enable communications with the EV Home Charger. You shall be responsible for any extension to Your wi-fi connection should it not have sufficient reception. Where wi-fi connection is not available on Your Installation Date; Our installer will discuss options of an ‘offline’ EV Home Charger

8.9.3 You have completed any actions that We have specified that You must carry out.

8.10 You must also obtain all consents and permissions by the date on which We begin the Installation to allow Us to carry out the Installation and to keep Your EV Home Charger installed at Your Home. These consents and permissions may include planning permissions, landlord consents and mortgagor consents. If We ask You, You must promptly provide Us with proof that You have obtained them. 

9. Arranging a date for the Installation

9.1 Once We have received and reviewed Your signed Contract Our team will contact You to arrange a date on which We can begin the Installation (the “Installation Date”).

9.2 Once Your Installation Date is arranged, We will send You a link to Our E.ON Drive smart charging registration page. You must  register for an E.ON Drive account to allow You to  Home Charge and to access  E.ON Drive’s public charging network. You will not be required to credit Your account for use with Your Home Charger but to use E.ON Drive’s public charging network You must credit Your account. Full Terms and Conditions for Your E.ON Drive account are available online https://www.eonenergy.com/terms-and-conditions/eon-drive.html or within the E.ON Drive app.

9.3 If You want to re-arrange the Installation Date, You must give Us at least three Working Days’ notice. If You give us less than three Working Days’ notice, We reserve the right to charge You the costs We have incurred as a result. If You rearrange the Installation Date more than twice, We may end the Contract.

9.4 We may re-arrange the Installation Date if We believe that, on the day, the weather or the occurrence of an event or circumstances at or near Your Home (and which is outside Our reasonable control) means that We cannot carry out the Installation safely. We will try to give You as much advance notice as possible.

10. Hazards during the Installation and protection against these hazards

10.1 During the Installation a number of new hazards and risks will be introduced to Your Home. We want to keep You, or anyone else at Your Home and Our personnel and any contractors as safe as possible. Existing and potential hazards and risks which could be introduced to Your Home are set out below. Others may also arise during the Installation. By signing this Contract You confirm that You understand and are aware of what You need to do regarding the Hazards associated with the Installation. Please stay away from work areas when tools are in use, attract the attention and follow the instructions of the technicians/contractors at all times.

10.1.1 Materials and Tools – Materials and Tools are present to aid the technicians/contractors in  their work. If used or interfered with these could cause serious personal injury. Furthermore, materials and tools can cause a slip, trip or fall hazard.

10.1.2 Noise and dust – Short durations of loud noise and dust creation from power tools such as drills will be created during the Installation. Keep doors closed to minimise the effect of noise and dust.

10.1.3 Children and pets –Please keep children and pets away from the Installation area and any tools and materials. 

11. What we need you to do during the Installation

11.1 In order for Us to carry out the Installation:

11.1.1 You, or a responsible person who is over 18 years old and authorised by You, must be at the Home at all times (unless We agree with You otherwise).

11.1.2 You must take reasonable steps to ensure the health and safety of Our personnel, contractors and subcontractors whilst they are working at the Home.

11.2 If We leave any tools or equipment with You (with Your agreement) and You damage, tamper or lose them (or fail to prevent their damage or loss), We may charge You for Our costs in repairing and/or replacing them.

11.3 You agree to give Us (and Our representatives and subcontractors) safe, full, free and unrestricted access to Your Home including access to electricity, broadband, earthing and other relevant services at Your Home that We need to carry out the Installation.

11.4 If We ask, You must empty and otherwise make ready, cupboards, storage and other parts of Your Home to enable the Installation.

12. Our Responsibilities During the Installation

12.1 In carrying out the Installation:

12.1.1 We will observe all relevant health and safety regulations.

12.1.2 We will use reasonable care and skill.

12.1.3 We will:     a) take reasonable care to avoid disrupting Your Home;     b) remove all waste material relating to the work We have carried out; and     c) remedy damage We have caused.

12.1.4 We will use materials that are of a satisfactory quality.

12.1.5 We will ensure that Your EV Home Charger complies with all relevant regulations and standards current at the time.

12.2 We will use Our reasonable efforts to ensure that the equipment that We install at Your Home as part of Your EV Home Charger corresponds with the equipment set out in Your Customer Proposal Form. However, We cannot guarantee that the equipment will be available when carrying out the Installation. If any equipment is unavailable, We will notify You of this and install substitute equipment which is of a similar or better specification to the unavailable equipment.

13. Completion of the Installation

13.1 We will let You know once the Installation is complete (the ”Installation Completion Date”). Once the Installation has been completed and full payment under Paragraph 14 has been made:(a)   You will become owners of and be responsible for Your EV Home Charger; and(b)   You will benefit from the Warranty which will last three (3) years from the Installation Completion Date. This Warranty will be for Your benefit and for subsequent owners of Your Home (for the duration of the Warranty period) and subject to You complying with Paragraph 18.3. The Warranty has its own Terms and Conditions and is subject to exclusions which can be found at Schedule 1. We recommend that You read these carefully to understand Your rights and obligations under them.(c)   If Your EV Home Charger develops a fault You should contact Our EV Home Charger Support Team by email at  eondriveuk@eonenergy.com or by telephone on 0333 202 4417.(d)   Other than the EV Home Charger Warranty, all other warranties (including fitness for purpose) are implied by law or otherwise are excluded to the fullest extent permitted by law.

14. Following Installation

14.1 You will only use the EV Home Charger for the purpose it is intended and in accordance with the instructions provided.

14.2 You must maintain a broadband connection at Your Home and keep Your EV Home Charger connected to it to enable communications with the EV Home Charger and keep its Smart functionality.

14.3 You must allow Us, Our personnel and contractors to access Your Home at reasonable times where We ask You  in order to inspect Your EV Home Charger, to carry out any of Our responsibilities or exercise any of Our rights under the Contract. For example, if You or We identify that Your Home Charger is no longer communicating via the broadband  connection or we remotely identify an issue, We may need to inspect Your EV Home Charger to determine the reason for this. We would make all inspection arrangements  with You in advance of visiting Your Home.

15. Payment

15.1 You have 30 days from the Installation Completion Date to make payment in full of the Price.

15.2 Payment should be made by BACS using the details set out in Your Quote.

15.3 If payment is not made within 30 days We reserve the right to refer You to Our debt collection team.

15.4 If We cannot reach a resolution with You for payment of the Price We reserve the right to enter Your Home to remove the EV Home Charger and any of Our equipment and You must provide Us with access to do so under Paragraph 14.3.

16. What happens if we can’t go ahead with your installation

16.1 Neither You nor We will be legally responsible to the other for any failure or delay to perform its obligations under this Contract if such a failure or delay is due to extreme bad weather or the occurrence of an event or circumstances (which is outside of Our or Your reasonable control) that means We cannot carry out the Installation safely.

16.2 If extreme bad weather or the occurrence of an event or circumstances (which is outside of Our or Your reasonable control) affects Yours or Our ability to carry out its obligations under the Contract for a continuous period of one month then the non-affected person may end the Contract.

16.3 If the Contract has been cancelled due to the reasons detailed in Paragraph

16.2 after We have started Installation, We will remove the EV Home Charger from Your Home and remedy any damage We have caused by the removal at no cost to You.

17. Limits on Our Responsibility to You

17.1 Nothing in the Contract removes or limits Our legal responsibility to You for death or personal injury caused by Our negligence. We also accept full legal responsibility if We act in a fraudulent way. This Contract does not affect any rights You have by law.

17.2 We are not responsible for any wear and tear including cosmetic damage to the EV Home Charger after the Installation Completion Date.

17.3  Except for Our legal responsibility for death or personal injury, as set out above, We are not legally responsible under this Contract for:

17.3.1 Any losses that are not Our fault, or that We could not have reasonably expected when We entered into this Contract; or

17.3.2 Any financial losses (for example, wasted expenses or loss of profit, income, opportunity, contract or goodwill).

17.3.3  If We are legally responsible to You for any loss or damage Our legal responsibility to You will be limited to £100,000 for all incidents that lead to loss or damage. 

18. If You are moving home

18.1 If You are going to move out of Your Home before Your scheduled Installation Date You can cancel Your Contract up to five Working Days before Your scheduled Installation Date.

18.2 If You cancel within five Working Days of Your Installation Date, we reserve the right to charge up to £200 to cover Our committed costs.

18.3 If You move out of Your Home following Installation of Your Home Charger, You  must tell Us so We can ensure Your EV Home Charger will work for the next occupant and that they benefit from any remaining Warranty period. To do this, please contact Our EV Home Charger Team by email at eondriveuk@eonenergy.com or by telephone on 0333 202 4417. We request that You leave Your handover pack, provided following Installation as detailed in Paragraph 13.2(b), so that the new occupant of Your Home is able to use the EV Home Charger and to contact Us.

19. Advice and complaints

19.1 If We fail to deliver the standard of service You expect, You can contact Our EV Home Charger Support Team so that We can put it right. You can find their contact details in the “Contacting Us” section below.

19.2 We train Our EV Home Charger Support Team to be able to sort most things out straight away. If they can’t, Our resolution team will take over. We try to resolve complaints in two Working Days or less. If You’re not satisfied with how We respond, You can ask Us to review Your case. We’ll look into how We’ve handled it and decide if We should do anything differently.

19.3 If We haven't resolved Your complaint after eight weeks, or if We've sent You a final resolution letter, also known as a deadlock letter, to say there's no more We can do, You can go to the Alternative Dispute Resolution Ombudsman (UADR). It's a free and impartial service that sorts out disputes between companies and customers.  You can get in touch with the Alternative Dispute Resolution Ombudsman via the following routes:

Telephone: 0203 598 7390

Email: enquiries@ombadr.org

Website: https://www.cdrl.org.uk/utilities-adr

Address: UADR, 12-14 Walker Ave, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW

What they decide is legally binding for Us, but not for You. 

19.4 Alternatively, You can refer Your case to Our nominated alternative dispute resolution provider through the HIES.  Under the HIES, the nominated provider is The Ombudsman Service Limited (registered company number 04351294) and You can contact them via HIES at:

Telephone: 0344 324 5242

Email: info@hiesscheme.org.ukWebsite: www.hiesscheme.org.uk

Address: Astley House, 29 Queens Road, Chorley, Lancashire, PR7 1JU

19.5 If You aren't happy with what the Retail Ombudsman decides or if You don't want to refer Your complaint to the HIES to resolve through its alternative dispute resolution procedures, You can refer Your complaint to the courts of England and Wales.

19.6 To 'Know Your Rights' and for free, independent, confidential and impartial advice on consumer issues, visit: citizensadvice.org.uk/energy. You can also call the Citizens Advice consumer helpline on 03454 040506 or fill in their energy query form. You can do any of this at any point during the complaints process.

19.7 If We change Our complaints process, We will tell You through Our website eonenergy.com

20. Personal data

20.1 If You provide any personal data to Us under this Contract E.ON Energy Solutions Ltd will be the ‘data controller’.

Our Data Protection Office can be contacted at Trinity House, 2 Burton Street, Nottingham, NG1 4BX. We will process Your personal data in accordance with Our privacy notice, as amended from time to time, which can be found at eonenergy.com/privacy or by contacting Us to request a paper copy. Our privacy notice sets out:

•       Where We might get data about You from

•       Why We need it

•       What We might do with the data (including who We might share it with)

•       The circumstances in which Your data might be transferred abroad

•       How long We keep it for.

We are also required to provide Your name, address and email to NAPIT (a government approved UK accreditation service) to comply with local authority building control notification requirements relating to the Installation of Your EV Home Charger.   

Your rights

20.2 You have a number of rights relating to the access to, and control of Your data. These are also set out in Our privacy notice

21. How we'll contact you

21.1 If You’ve given Us an email address or mobile telephone number We may email or text You to manage Your account or to provide You with useful information.

21.2 If You change Your email address, or mobile phone number You will need to let Us know straight away to make sure You still receive messages from Us.

22. Contacting usIf You wish to contact Us, please:

Write to Us at:E.ON Energy Solutions Ltd, Westwood Way, Westwood Business Park, Coventry, CV4 8LG

Call:Our EV Home Charger Support Team on 0333 202 4417  between 9am and 5pm, Monday to Friday. This is a local rate number when You call from a landline, and mobile, charges may vary.

Email Us at: eondriveuk@eonenergy.com 

23. General

23.1 We reserve the right to change the terms of the Contract. If We do, We will notify You about the changes and when they will take effect. If You do not agree with the changes, You can cancel the Contract with immediate effect by sending Us either an email or a letter attaching a completed Cancellation Form as set out in Schedule 2 within five Working Days of receiving Our notification. You can find Our contact details in the “Contacting Us” section.

23.2 If any court, ombudsman or any other competent authority decides that any aspect of a provision of the Contract is invalid or unenforceable, that aspect of that provision shall be severed from the Contract and shall have no effect on the remainder of the Contract.

23.3 The Contract is governed by the laws of England, Wales and Scotland. Your statutory rights as a consumer are set out in legislation and nothing in the Contract, or any of Our marketing materials shall affect any of Your or Our statutory rights.

Schedule 1 - For at home installations

E.ON Energy Solutions Limited provides a limited warranty in respect of the EV Home Charger which We installed at Your Home in accordance with the following terms and conditions:

1. Scope of Warranty

1.1. Subject to Clauses 1.2 and 1.3 of this Schedule 1, this Warranty is given for a period of  (three) years from the Installation Completion Date (the “Warranty Period”) and will cover the cost of parts and labour for repairs to faults of the EV Home Charger originating from the manufacturing and/or installation of the EV Home Charger.

1.2. This Warranty does not cover:

1.2.1. cosmetic damage to the EV Home Charger;

1.2.2. wear and tear to the EV Home Charger;

1.2.3. accidental, deliberate or grossly negligent damage;

1.2.4. damage to the Electric Vehicle itself;

1.2.5. damage resulting from grid faults or from the acts or omissions of Your Distribution Network Operator;

1.2.6. any fault related with the unit which is a result of a damaged cable or using a damaged cable;

1.2.7. damage resulting from a Force Majeure Event.

1.3. For the avoidance of doubt this Warranty will be invalidated where:

1.3.1. the EV Home Charger is misused beyond its intended purpose or has not been used or stored in accordance with manufacturers instructions;

1.3.2.  there has been a non-authorised/non E.ON representative interference with the EV Home Charger;

1.3.3.      You attempt to modify the EV Home Charger without Our prior consent and the repair of the EV Home Charger is made unreasonable as a result of such modification;

1.3.4. The Warranty Period has expired.

1.4. This Warranty is the exclusive warranty and is provided in the place of any warranty as to fitness for purpose, or any other warranty whether express or implied with the exception of warranties of title and infringement.

2. Procedure for Warranty Claims

2.1. In order to make a claim under this Warranty You must contact the EV Home Charger Support Team by email at eondriveuk@eonenergy.com or by telephone on 0333 202 4417 as soon as reasonably possible after You become aware of the defect.

2.2. In the case of a defect which cannot be resolved remotely We will try to contact You to make an appointment to carry out any repairs due under this Warranty. If We are unable to gain access to Your Home on the date of Your appointment We will make a further appointment with You to complete the work at no extra cost. However, if You don’t keep to the agreed appointment time on the second occasion, We reserve the right to charge You for the costs we have incurred in attending the appointment. 

2.3. In order to carry out the repairs required under this Warranty We will remove Your existing EV Home Charger and replace it with a new EV Home Charger. We will try to ensure that the new EV Home Charger We install will match Your previous EV Home Charger with respect to model and colour but please note that We cannot guarantee this. Where Your previous EV Home Charger model has been discontinued We cannot provide You with the same model but will provide You with another charger of a similar specification. Your previous EV Home Charger will be returned to Us for repair and will then be retained. The Warranty period will not be extended by any replacement of Your EV Home Charger.

3. Miscellaneous

3.1.   Your rights under this Warranty will be assigned to the new occupant of Your Home if You wish to leave Your EV Home Charger in situ when You move. You must tell Us one month prior to Your move date that You will be moving so that We are able to assign Your rights under this Warranty to the new occupant of Your Home.

3.2.   Without prejudice to Schedule 1 Clause 3.1, You will not be permitted to transfer Your rights under this Warranty to any third party.

3.3.   Should any provision of this Warranty be or become invalid in whole or in part, the validity of the remainder of this Warranty shall not be affected. The invalid provision shall be severed, and the remainder of this Warranty shall continue in force.

4. Jurisdiction

4.1.   This Warranty is governed by the laws of England and Wales. Your statutory rights as a consumer are set out in legislation and nothing in this Warranty shall affect any of Your or Our statutory rights.

Terms and Conditions

Applicable to

E.ON Next Energy Limited Customers Purchasing a Boiler from E.ON Energy Solutions Limited

1. The Offer

E.ON Energy Installation Services Limited (CRN: 09965944) whose registered address is Westwood Way, Westwood Business Park, Coventry, United Kingdom, CV4 8LG ("E.ON EIS") is offering £150 off the price of new boiler to E.ON Next Energy Limited (CRN: 03782443) (“E.ON Next”) supply customer when the discount code: “CUSTOMER150” is used (the "Customer Discount ").

By participating in the Customer Discount, you (the "Participant" and "you") agree to be bound by these terms and conditions ("Terms") and confirm that all information submitted is true, accurate, and complete. The Customer Discount can be changed or withdrawn at any time and for any reason.  Where the Customer Discount is changed or withdrawn, E.ON EIS will notify customers at: https://www.eonenergy.com/eonnext-offers.html.

E.ON EIS reserves the right to verify the eligibility of any and all Participants and may, in its sole discretion, not accept any Participant that fails to satisfy the eligibility requirements below. Participants shall at all times act in good faith towards E.ON EIS and the Customer Discount.

Customers may only apply one Customer Discount per household. The Customer Discount is not exchangeable for cash or any other alternative, is non-transferrable and may not be used together with any other offers.

The purchase from, then supply and installation of the boiler by E.ON EIS is subject to boiler supply and installation terms and conditions and eligibility. More information can be found at: https://www.eonenergy.com/terms-and-conditions/eon-installation.html.

2. Eligibility

This Customer Discount is available to E.ON Next supply customers aged 18 years old or above who either:

a) request their quote by visiting https://www.eoninstall.com/boilers/get-a-quote.html between 24 June 2023 and 21 December 2023 (“Offer Period”) and within 30 days of receiving their email quote, have either made their upfront payment or accepted the Terms and Conditions of their finance agreement; or

b) book a free boiler home video assessment (“Home Video Assessment”) by visiting http://www.eoninstall.com/boilers/home-survey/book-date.html in the Offer Period and complete their Home Video Assessment before 11:59pm on 31 December 2023;

In either case, customers are not eligible to participate in the Customer Discount if they:

a) reside outside of the mainland UK or in any of the following postcode areas: AB, DD, HS, IM, IV, KW, LA, PA, PH, PO31 through to PO41, TR, ZE;

b) do not remain an E.ON Next supply customer at the time of installation;

c) are excluded from the Customer Discount in accordance with these Terms;

d) are purchasing their boiler through government affordable warmth schemes; or

e) are employees of E.ON EIS, E.ON Next or E.ON Energy Solutions Limited (company registration number 03407430).

3. How to Participate in the Customer Discount

You can participate in this Customer Discount by either:

a) booking a free boiler Home Video Assessment (subject to availability) with an E.ON EIS Heating Expert by calling 0330 400 1083 or visiting http://www.eoninstall.com/boilers/home-survey/book-date.html ; or

b) purchasing a boiler online via our website by visiting https://www.eoninstall.com/boilers/get-a-quote.html (“Online Boiler Purchase”).

Whether using the Home Video Assessment or Online Boiler Purchase journey, you must quote the relevant discount code to be eligible for any discount.

For Home Video Assessments, you will receive a boiler quote which will include the total cost of the boiler and installation ("Quote"). You must notify the Heating Expert carrying out the Home Video Assessment of your intention to use the discount code for the purpose of your Quote. If the boiler is covered by these Terms and you are deemed to be eligible, the discount outlined above will be applied to your Quote and deducted from the total cost. Failure to notify the Heating Expert of your intention to use a discount code may result in the discount not being applied to your Quote, and discount codes may not be applied retrospectively.

For an Online Boiler Purchase, you will be shown your boiler price online or you can choose to have this emailed to you. This will be the total price of the boiler and installation ("Price"). When you use the relevant discount code the discount outlined above will be applied to your Price and deducted from the total cost. If you choose to have your Price emailed to you, ensure you have applied the correct discount code to apply your discount first. Prices emailed to you will be valid for 30 days from the date that they are emailed.

4. General

If you have any questions about this Customer Discount or you need to get in contact with us, please contact E.ON EIS on 0800 054 6250 and we will do our best to help.

To the furthest extent permitted by law, E.ON EIS liability to you in contract, tort (including negligence) or otherwise for any loss, injury or damage of whatever kind caused in whole or in part by participation in this Customer Discount, or by their failure to perform any of their obligations under these Terms shall be limited to £250. Nothing in these Terms excludes or limits E.ON EIS liability for death or personal injury arising from their negligence, or fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

E.ON EIS accepts no responsibility for your failure to sign up for this Customer Discount due to a technical fault and accepts no responsibility for any purchases which are not completed in accordance with these Terms for any reason.

In the event of unforeseen circumstances or technical reasons outside of its control, E.ON EIS shall have the right to amend or temporarily suspend the Customer Discount at any time (including if required by local regulations and/or laws) without liability to you or its customers.

Each paragraph of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs of these Terms will remain in full force and effect.

This Customer Discount and these Terms are governed by and construed in accordance with English law and you and we both agree that any dispute or claim arising out of or in connection with this Offer or these Terms will be subject to the non-exclusive jurisdictions of the courts of England.

1.1 You and us 

Your contract is between: – you, the person (or people) responsible for use of the electricity and gas (we call that energy) we supply to the domestic property, and – us, E.ON Next Energy Limited, this will be to referred to as E.ON in the rest of this document.

If you've agreed a contract with us, details of your prices and tariff terms and conditions are in the confirmation email or letter we sent you.

1.2 Confirmation letters 

A confirmation letter may be sent to you by letter or email to: – give you details of your contract or a new tariff you've chosen, or – remind you that your fixed term tariff is coming to end, or – if you're on a variable tariff, tell you about changes to your prices or other terms and conditions

1.3 Your meter 

1.3.1 Non-smart meters Some meters record energy use at different times of day separately, such as Economy 7 (E7) or Economy 10 (E10). If your meter does this, we may be able to offer you different tariffs with cheaper rates at times when other people are less likely to be using energy (off-peak). Rates for other times of day (on-peak) may be higher than the equivalent single rate tariff.

If you don't use a lot of energy at night, you may be better off on a tariff with a single rate rather than an E7 or E10 tariff. E7 provides at least seven hours of energy at a cheaper rate and E10 provides at least 10 hours.

Some people may still have meters which have more than one off-peak time, or record heating use separately. These are known as complex meters and they are no longer available.

1.3.2 Smart meters

1.3.3 We may contact you at any time to offer you a Smart meter. We will arrange an appointment with you for the installation of this. If you repeatedly refuse to allow us to install a Smart Meter, you may not be eligible for our full range of products and services, which may include specific Smart Meter tariffs which may be cheaper.

1.3.4 If you have a Smart Meter that we can read without visiting your property, you agree that we can:

• Use the Smart Meter to remotely monitor your energy usage;

• Remotely repair and update the Smart Meter;

• Switch it from credit to prepayment mode or disconnect your supply (if we do this, we’ll tell you before this happens);

• Collect information about how your Smart Meter is working, for example to see if it has any faults or has been tampered with;

• Use information from your Smart Meter to do certain things, such as work out your bill and tailor our services and products to suit you better. We’ll only use this information to offer you products or services if you have given us your permission to do so;

• Take half hourly consumption data, provided you have agreed we can do this, or where you haven’t agreed to half-hourly readings, we may take daily readings, providing we have told you in advance, or else we’ll take monthly reading. We’ll have explained your consent options either while your Smart Meter was being installed, or at the point we found out you had a Smart Meter already installed by a previous supplier. You can change the frequency of your Smart Meter readings at any time by contacting us. If you’re on one of our half-hourly tariffs you’ll need to agree to us taking half hourly meter readings to be eligible for that tariff; and

• Take a meter reading at any other time where we are permitted to by Ofgem, e.g. to provide you with a bill or investigate a query on your account.

1.3.5 We’ll only use the information we collect from your Metering Equipment in line with our Privacy Policy.

1.3.6 You must tell us straight away if your Metering Equipment is damaged or stolen, stops working properly or if you think it has been tampered with.

1.3.7 You must not remove your Metering Equipment without our permission, and we may recover any Metering Equipment we have provided you with if our agreement with you ends.

1.4 Replacing your meter 

In some circumstances we may charge you if you ask us to replace your meter, except where it's faulty. For example, where you ask us to replace a smart meter with a non-smart meter. We won't charge you to install or remove a non-smart prepayment meter.

1.5 Which laws apply to your contract? 

For properties in England and Wales, the laws of England and Wales apply to this contract. For properties in Scotland, the laws of Scotland apply. Nothing in this contract affects your legal rights. If we decide to ignore one or more of the terms in this contract, the others still apply. If a court decides that one or more of the terms in this contract isn't valid, the others still apply.

1.6 Transferring the contract 

We might transfer this contract to another company. If we do, it won't affect your rights to end the contract. We'll share your personal data with the company, so they can carry on supplying your energy. You can't transfer this contract to anyone else without our permission.

2.1 Deemed tariffs

If you've just moved into a property or have taken over responsibility for energy used at a property, you'll automatically be in what is called a deemed contract. This means you haven’t actively chosen a tariff with us so we’ll supply your energy on our Standard Variable tariff until you tell us you’d like a different tariff.

Our Standard Variable tariff has no end date and the prices can go up or down at any time. We'll contact you before we put the prices up. Contact us and we’ll do a credit check to see if we’ve got a better tariff for you. If you do not contact us, we may switch your meter into Prepayment mode.

If you move into a property where the energy needs to be paid for in advance, you may not be able to get any energy. You'll have to pay in advance if you have a Prepayment meter or a smart meter set to collect payments in advance.

If you're a landlord we'll charge you for any energy used and any other energy-related costs while the property is empty, unless we agree something else with you.

2.2 Switching to us

2.2.1 Changing your mind When you switch to us from another supplier, you've got 14 days from when you agree the contract to change your mind – this is what we call the cooling off period. You may contact us to cancel anytime within that 14 days.

2.2.2 Checking your credit rating Unless you will be paying by a prepayment method e.g. a classic prepayment meter or you have a smart meter in pay as you go mode, we may check your credit rating to understand what payment method will suit you best. We will get information about you from credit reference agencies and may also look at our records.

Depending on what the credit check says we may ask you to pay in advance, pay an upfront fee or pay a security deposit. To do this we might have to change your meter. You may lose any discounts you had as a result and may not be able to choose from our full range of tariffs.

We may also check your credit rating even if you haven’t contacted us. We will inform you about it in advance.

If you moved into a property supplied by us and haven’t contacted us, we may switch your smart meter into pay as you go mode.

If you don't pay us in the way and at the time we've agreed, you will go down a fast-tracked debt journey.

If you are currently paying in advance by a prepayment method and would like to change to another way of paying, we will need to check your credit rating.

2.2.3 Making your switch happen It shouldn't take more than 5 working days to switch you over to us, unless: – you've agreed a later date with us, or – your old supplier won't let you switch. This might be because you owe them money, or – we've had trouble getting the information we need, even though we've done everything we reasonably can to contact you, or – something's happened which we can't control.

2.2.4 Supplier of Last Resort

If you switch to us as a result of your previous supplier exiting the market, we will take reasonable steps to carry out any agreement we make with Ofgem, which may include honouring any credit balance held on your account with your previous supplier.

2.3 Ending your contract with us

You can arrange to switch to another supplier whenever you like. We may object if you owe us money. If your tariff has an end date, we may charge you a fee, known as an exit fee, if you switch more than six weeks before that date. Your confirmation letter will tell you about this.

2.4 How we'll contact you

Our service is designed around electronic communications (such as online, in the app, email, push messages, social media, live chat and voice). You need to tell us straight away if you change your email address, social media account or mobile phone number. If you choose not to use electronic communications, you will not be eligible for our full range of services and may not be eligible for some products. When you are ending your contract with us you need to provide us with your new address.

2.5 Managing your account online

2.5.1 Where possible you agree to manage your account online using your online account or by email.

2.5.2 If you don’t have a smart meter installed you will submit monthly meter readings. You can provide readings using the link in the email we send you or using your online account. If you don’t have an email or online account, you must call us. If you can’t read your meter, you must get in touch and let us know. If you do not provide us with the reading, we may move you onto to a different tariff. We will also send a meter reader to your property from time to time.

2.5.3 When you join us you need to provide your date of birth and sometimes your previous address so that we can do a credit check. You need to have a credit check before choosing one of our products.

2.5.4 You’ll receive a bill or statement, with notification of your next payment amount, in a pdf file format by email or a paper copy by post. If you have an online account, you’ll receive your bill via email:

2.5.5 You agree, where possible, to make any changes to your Direct Debit and contract changes by email, through your online account or using the mobile phone app;

2.5.6 You’ll keep your personal details (including current email address and telephone number) accurate and up to date.

2.5.7 You confirm that you’re the owner or occupier of, or for any other reason have responsibility for, the Premises (or will be on the date you want your supply to start).

2.5.8 Tell us if you change your premises from domestic to business use so we can make sure you are on the correct tariff. We reserve the right to move you onto a non-domestic tariff if this is appropriate.

2.5.9 Sometimes, your online account or our online services may be unavailable because of maintenance or problems we can't control. We'll do all we reasonably can to get things working as soon as possible.

2.6 When we can disconnect your energy

If you pay in advance, your supply will turn off automatically if there's no credit on the meter.

If you owe us money, we can disconnect your energy, but this is only a last resort. If you have trouble paying we’ll do everything reasonable to help. If we do end up disconnecting your energy, we'll contact you to tell you.

If you've got a smart meter, we can disconnect the energy without visiting your property. For any other kind of meter, you'd have to give us access to it. If you don't, we may get a warrant and we'll charge you for that.

We, or your network operator, can also disconnect your energy for safety reasons, or if we think you’ve broken the law. We'll charge you what it costs us to disconnect your energy and reconnect it again.

You can ask us to disconnect the energy temporarily, for instance while building work is going on, or you can ask us to disconnect it because you don't need it anymore, for instance because you're having the property demolished. There may be a charge for this.

2.7 Ending your contract

Your contract will end when: – you switch to another supplier, or – someone else becomes responsible for paying for energy at the property, or – we disconnect your energy supply, or – the energy regulator, Ofgem, orders another company to take over supplying your property.

This is very rare and the new supplier would contact you.

We can change the contract with you if: – you get a new meter fitted by your own agent or – you start using the property as business premises

In either of these cases, call us in advance and we'll explain what you need to do.

2.8 Cooling off

You have a 14 day cooling off period from the date the contract was agreed to undo your transfer to us if you wish.

You can choose a supply started date during this period or can wait until after this period has passed.

By choosing a supply start date within your cooling off period, you’ll be liable for any energy used even if you choose to leave us.

If you choose to withdraw from your contract during this period, whilst already on supply with us, after you’ve let us know, we’ll provide you with an additional grace period in which you must make a decision as to whether to choose another tariff offered by E.ON Next, move to a new supplier or return to your old supplier by contacting them to initiate the transfer process. If no action is taken, you’ll be placed onto our standard variable tariff.

If your chosen supply start date is after your cooling off window or you choose to withdraw before your supply start date, we’ll withdraw your transfer and you’ll remain with your current supplier.

If you’ve recently left E.ON Next and you’d like to return to us after choosing to withdraw from a new supplier during your cooling off period, it’s really important that you get in touch with us to let us know so that we can initiate the process to bring you back as quickly as possible. Once you’re back with us, we’ll place you on the tariff you were on previously for the length of time which remained.

3.1 Your energy charges

We work out your energy charges from: – the daily standing charge(s) that apply to your tariff times the number of days, plus – the unit rate(s) that apply to your tariff times based on the amount of energy you use We then take off any discounts applicable and add VAT.

Sometimes, you might also have to pay for: – leaving your contract early. Your confirmation email or letter will tell you if you have to pay an exit fee – replacing prepayment meter cards / keys or payment cards – sending copies of documents like bills or statements – charges for paying your bill late, getting back money you owe us or fitting a prepayment meter – interest on all outstanding charges which have built up – disconnecting or reconnecting your energy when you ask us to – moving, installing, reinstalling, testing or repairing a meter – moving the meter to somewhere else in the property – connecting to your local energy network – getting into your property to access the meter or disconnect your supply - Any reasonable cost we incur (including administration cost) because you failed to meet the Terms and Conditions of this contract. - Charges we are required to pass on to our customers by law or regulation or a regulatory authority (such as Ofgem)

3.1.2 If you have an Economy 7 meter or equivalent, your electricity will be charged at two rates, a higher day rate, and a cheaper night rate. The actual times that your night rate applies will depend on where you live. Contact us if you need confirmation of the times.

3.1.3 In the event that you live in a development supplied by an independent gas transporter and/or independent distribution network operator, there may be incremental charges. Depending on your area, these can include both a fixed amount and unit charge, and we may pass these charges on to you through your account statement for payment as a part of your supply.

3.2 Working out how much energy you've used

We work out your bill using a measure called kilowatt-hours (kWh). We need readings from your meter to do this.

Electricity: your meter automatically uses kilowatt hours. Gas: your gas meter measures how much gas you use in cubic metres or cubic feet.

How much energy you get from that gas depends on things like gas pressure and quality, so we have to convert the cubic metres or feet into kilowatt hours. How we work this out is covered in law.

3.3 Using estimated readings

We'll have to estimate how much energy you've used if: – we don't have a recent meter reading when we're due to send you a bill or statement – the reading we have doesn't seem to be right – your meter's faulty, or it's been damaged or tampered with We'll base our estimate on your previous readings. If we haven't got any readings, we'll base it on the average amount of energy someone in a property like yours uses. If you don't agree with our estimate, you can give us meter readings through your online account or use the contact details in your confirmation letter.

3.4 Discounts

Your confirmation email or letter will show what discounts you get, if any.

3.5 Revised bills or statements

We may send you a revised bill or statement if we find out: – the meter readings we used weren't accurate – your meter wasn't working properly – we had the wrong information about your meter We won't ask for payment for any charges for supply of energy that could reasonably relate to more than 12 months ago, unless you've behaved unreasonably or prevented us from getting any information.

3.6 Green Deal

Green Deal is a Government scheme that means a property can have energy-saving improvements fitted which are then paid for through the electricity bills for that property.

If your property has a Green Deal, you're responsible for paying the Green Deal charges. We'll collect these through your bills and pay them to your Green Deal provider. If you pay in advance, we'll collect the charges through your meter. Green Deal charges aren't included in the prices we agree with you when you switch to us or switch to a different tariff. We'll contact you about those charges as soon as we know what they are.

3.7 FiT payments

We're required to make Feed-in Tariff (FiT) payments under our supply licence. If your property's eligible, we can make FiT payments to you if: – you've got a FiT installation which is accredited by Ofgem or the Micro Certification Scheme (MCS); and – you get your electricity from us or from a non-mandatory FiT supplier when you apply for FiT payments

We pay what's set out in the Feed-in Tariffs Order 2012, as amended, and our electricity supply licence.

4.1 Paying in advance

4.1.1 You can pay in advance by Direct Debit (DD), cash or through a Smart Meter that is switched to prepayment mode, or a prepayment meter. We may need to change your meter and you may have to switch to another tariff to pay in advance for your energy, which means you may not be able to choose from our full range of tariffs. On Standard Variable Tariff (SVT) the price you pay for a unit of energy can go up or down. We’ll tell you before we put the prices up. We may ask you to pay in advance if we think you'll have trouble paying your bills.

If we need to change your meter you won't have to pay unless we have to move it to a different position.

If you pay in advance, we can set your meter to get back any money you owe us and what it cost us to get it back.

After we've fitted your prepayment meter, we'll agree with you whether you'll pay any amount you owe from your old way of paying in one go or whether you want to agree a payment plan to pay it off through your prepayment meter. If you pay it off in one go you must pay it within 7 working days.

4.1.2 You must top up your meter in advance to be supplied with energy;

4.1.3 You may be required to pay any extra charges for any additional services we may provide such as replacement keys, cards etc;

4.1.4 If the prepayment meter is adjusted to get back any charges that you owe, not just the costs of energy consumed. We will advise you of the proportion of each top up amount used as payment for these charges.

4.1.5 If you have a prepayment meter, you ‘ll be put on our Standard Variable tariff, which may be more expensive.

4.1.6 If you have to agree a re-payment plan with us, E.ON, and we believe that your financial circumstances have improved and/or you fail to keep up with the repayments we have agreed with you (for example you fail to top up your meter with credit) we will review your ability to pay and we may, where appropriate: - ask you to pay back the total amount you owe us straight away, or - increase the weekly rate at which you are paying back the debt (we will tell you about this before change it), or - seek to recover that debt by an alternative means (for example we may agree another payment method with you), or - take action against you through the courts to get back what you owe us

4.2 Paying other ways

4.2.1 If you don’t pay by Direct Debit and don’t have a prepayment meter, you’ll still be responsible for paying for the supply in full each month a different way, which you agree with us.

4.2.2 Payment is due when we bill you and we will give you a reasonable amount of time to pay (usually 7 days unless we agree something different).

4.3 Paying by Direct Debit

4.3.1 We prefer you to pay by fixed monthly Direct Debit. We'll agree a monthly amount with you and we'll contact you to confirm it. We will take the first payment around the time we start supplying your energy. After that you can agree a different payment date with us as long as is it not more than 28 days after your last payment. You can’t change your payment date without agreeing it with us. We may change the amount to prevent you from getting into debt.

4.3.2 You are responsible for paying for the supply until your Contract with us ends, including any charges or debts that remain outstanding at the end of your Contract which aren’t taken on by your new supplier. If you have entered into this Contract together with other people, each person will be jointly and individually liable for any money owed to us.

4.3.3 You should keep your account in credit and we’ll track and carry the balance forward to the next month’s Statement of Account;

4.3.4 We usually set your Direct Debit amount based on the amount of energy we think you’ll use over the year divided by twelve unless you pay by variable Direct Debit; which means you pay your bill in full when you receive one, so the amount may go up or down each time;

4.3.5 We aim to review your Direct Debit at least twice a year and will suggest we reduce your Direct Debit if we think it’s too high based on actual meter readings, or we can increase your Direct Debit if it’s too low to help you avoid building up debt;

4.3.6 We will notify you at least 5 working days before the Direct Debit is due to come out of your account;

4.3.7 Your Direct Debit amount will be shown on your statement, and you should contact us if you think your bill is wrong;

4.3.8 If the amount payable is the subject of a bona fide dispute, the undisputed portion should be paid on your usual Direct Debit date. Any disputed amount should be paid via bank transfer within 7 working days of the dispute being resolved. No amounts can be offset or withheld on the monthly Direct Debit unless a credit note has been issued;

4.3.9 We reserve the right to refuse to process any transaction we believe to be fraudulent or suspicious.

4.3.10 We normally ask for payment one month in advance but based on your credit history, which we get from a credit reference agency, we may need you to pay a security deposit. We won’t require you to pay a security deposit if you are on a prepayment Meter or have a Smart Meter installed which we operate in prepayment mode.

4.3.11 If you agree to pay your energy charges by Direct Debit but that arrangement fails due to insufficient funds, we will let you know and re-present the automated instruction within 5 working days. If your bank still won’t pay us, or if you tell us you don’t want to pay by Direct Debit any longer, we’ll change the way you pay. We’ll give you nine days’ notice, then we’ll start sending you bills instead of statements. You’ll have to pay these within 7 days. We may transfer you to the non-Direct Debit version of your tariff (which may not have the same beneficial rates or charges as applied to the original version of your tariff) and will give you notice of any change to the terms of this agreement. If your tariff does not have a non-Direct Debit version, we may transfer you to the nonDirect Debit version of our standard tariff. In either of these cases your monthly payments may not be enough to pay for your usage and then there may be an outstanding balance due for payment immediately.

4.3.12 We will follow the rules for the Direct Debit Guarantee.

4.4 Other payment terms

4.4.1 During your contract we may review the amount of the security deposit you paid us based on your circumstances.

4.4.2 If we have agreed to supply you so long as you pay us a deposit or pay us in advance and you don’t do this, we reserve the right to end this contract. If that happens, you’ll be supplied under a Deemed Contract unless we agree a different contract with you.

4.4.3 If you request a refund of credit on your account, you must have provided us with a meter reading within 14 days of your request, unless you have a Smart Meter that we can collect readings from remotely. If it is a final bill you must also have provided us with a forwarding address.

4.4.4 We will not try to recover charges for your Energy that are older than 12 months unless we have already tried to recover these charges, or you have behaved obstructively or unreasonably.

4.4.5 If you have an account with us, we will routinely share information about your payment record with credit reference agencies. If we consider that your account is in default (i.e. you have not paid us and are in breach of your contract) we will notify you and if you do not pay us, we will report the unpaid debt to credit reference agencies who will record that as a default on your credit file.

4.5 Changing how you pay

You can ask us to change the way you pay at any time. Sometimes you may also need to change to a different tariff. If we agree, we'll confirm the changes to your contract and tell you when they start.

Your standing charge may change. We may change how often we send your bills. We'll contact you about this.

If you want to change from paying in advance to another way of paying, you may need to let us check your credit rating.

4.6 What we pay off first

We'll use what you pay us to pay off your energy charges, then your non-energy charges. We'll pay off the oldest charges first. If you've got more than one account with us, we'll decide which account to make the payment to, unless we've agreed a payment plan for a specific account.

4.7 If you're having trouble paying

If you’re having trouble paying, please see your confirmation letter for how to contact us. We will seek to understand your current circumstances and ability to pay. We may be able to:

• Offer a suitable payment arrangement

• Offer to install a prepayment meter to manage your supply

• Offer, where appropriate, to deduct payments from eligible benefits

• Offer advice on how to use less energy

• Offer to use any credit you hold on another account with us to offset any balance that has accrued

We will continue to offer the services above where, following direction from Ofgem, another company takes over supplying your property. If following reasonable attempts to make available the services above, we have been unable to agree a resolution, we will commence activity to recover what you owe and may charge you what it costs us to get back the money you owe us in a proportionate way.

4.8 If you don't pay us as we've agreed

If you don't pay us in the way and at the time we've agreed we may:

4.8.1 Offer you a payment plan which suits your circumstances;

4.8.2 Need you to pay your account up to date and we may change your Direct Debit arrangement so that it takes the full amount of your bill each month plus any debt you owe us rather than just a fixed amount;

4.8.3 Change the amount of your fixed Direct Debit or change the prepayment meter payments to get back the money you owe us;

4.8.4 Install a prepayment/PAYG meter or switch your existing meter into PAYG mode;

4.8.5 Provide information about your non-payment to credit reference agencies, which may affect your ability to get credit in the future;

4.8.6 Take legal action;

4.8.7 Refer your account to a debt collection agency or sell your debt to another company;

4.8.8 We may charge you to get back the costs of collecting payments from you, especially all costs we have to pay to get back the money you owe us, including bank charges due to cancelled or failed payments, the cost of visiting you, including through any debt collection agency, getting a Warrant of Entry from a Magistrates Court to get access to our meter and installing a meter in prepayment mode, cost of finding you if you have moved and not given us a forwarding address;

4.8.9 We may also charge interest at the relevant time on all outstanding charges from the date the charges first became overdue until the date you make payment of such charges;

4.8.10 If you don’t pay your bill in the way and at the time we’ve agreed or we believe that you are at risk of failing to make the payments that you owe us, we’ll work out your ability to pay and we may ask for payment out of any benefits you may be getting.

5. Moving out

5.1 If you're not responsible for the property anymore, you need to tell us. Otherwise we'll keep charging you until someone else takes over responsibility for the energy.

5.2 Within 14 days of your move, provide us with a final meter reading and your new address so we can send you a final bill or any credit we owe you. If you've got a smart meter, we can take a reading ourselves. We can also clear your data from the meter and the Smart Energy Display. Make sure you leave the Smart Energy Display behind.

5.3 We'll do everything reasonable to send you your final bill or statement within six weeks of you moving out (or of us finding out you've moved). You'll need to pay it within 14 days of us sending it unless we agree something else with you. We'll use your final reading. If you haven't given us one, we'll use the new occupant's reading or, if we don't have that, our own estimated reading.

5.4 If you have a credit on any E.ON account when you move, we may use it to pay off a debt on any other account you have with us. This might be for a different fuel or property. We'll pay you anything that's left so make sure we have your new address.

5.5 If you move out of a property with Green Deal charges due, you'll have to pay those charges up to the date you move out, on top of anything else you owe.

6. Switching supplier

6.1 If you switch supplier, we'll do everything reasonable to make the switch happen within 5 working days of the new supplier telling us.

If you have a smart meter, it might not work with your new supplier. Talk to us or your new supplier about this.

We'll do everything reasonable to send you your final bill or statement within six weeks of you switching. You'll need to pay it within 14 days of us sending it unless we agree something else with you.

If subsequent information becomes available, and we need to correct an error in your final bill, we will do this as quickly as we can.

We can stop you switching if you owe us money. If you pay in advance you can switch as long as you owe £500 or less for each fuel. Both you and your new supplier would have to agree to move the debt over to them.

If you've been paying in advance through a smart meter we'll change your meter to credit mode (that means paying after you’ve used energy or ‘in arrears’, not in advance). We'll clear the settings on your meter and Smart Energy Display at about midnight on the day your switch happens.

Your new supplier will start collecting any Green Deal charges you owe on your new property.

If you have a credit on any E.ON account when you've switched, we may use it to pay off a debt on any other account you have with us (for example for a different fuel or property). Any remaining credit will be paid to you as long as you gave us an up to date meter reading.

6.1.1 If you do choose to switch supplier all outstanding amounts will need to be paid.

6.1.2 We may end this Contract immediately if: - You are in material breach of the Contract; - You did not pay us what you owe us when we asked; and - You no longer own or occupy the Premises; and - We no longer have the relevant licences to supply your Energy. - Ofgem gives a “Last Resort Supply Direction" to another supplier in respect of the Energy in relation to the Premises.

7.1 Renewable electricity

All of the electricity we supply to you will be backed by renewable certificates, as evidence that we've generated or purchased electricity from renewable sources such as wind, solar and biomass.

However, if for any reason, and at any time, we're unable to obtain sufficient renewable certificates to match your supply, we may have to start to supply all or part of your electricity from a nonrenewable source.

7.2 Standards of service

Energy is delivered to your meter by your local network operator. You can call them on 105. You'll find details about them on your bill or statement.

Things can happen that can't be controlled by them or by us. For instance, your electricity or gas might be of lower quality than usual.

7.3 Electricity National Terms of Connection

We're acting on behalf of your electricity network operator to make an agreement with you. The agreement is that you and your electricity network operator both accept the National Terms of Connection (NTC) and agree to keep to its conditions. This'll happen from the time that you enter into this contract and it affects your legal rights. The NTC is a legal agreement. It sets out rights and duties in relation to the connection at which your network operator delivers electricity to, or accepts electricity from, your property.

If you want to know who your network operator is, or want a copy of the NTC or have any questions about it, please write to: Energy Networks Association, 1st Floor, 4 More London Riverside, London, SE1 2AU, phone: 0207 706 5137 or see connectionterms.org.uk.

7.4 Emergencies

If anyone living in your property has a serious medical condition or a disability, let us know. Where appropriate, we'll tell your network operator, so they can try to make sure you can still use essential equipment if there's a loss of supply.

In a gas emergency, we or your network operator might ask you to turn down gas appliances or stop using gas altogether. You'll need to follow any instructions we give you.

Sometimes your gas might be turned off because there's not enough available in the network. This is called a gas deficit emergency. It's rare, but if it happens you might qualify for compensation. It'd be worked out in line with a document called the Uniform Network Code. We'll add the payment to your account as soon as the people who run the gas transmission grid tell us we should.

7.5 Meter faults and problems

If you think your meter is faulty, contact us using the contact details on our website so we can test it. You pay for the test, but if the meter does turn out to be faulty, we'll refund you. Until we've fixed the fault, we'll estimate how much energy you've used.

7.6 Getting access to your meter

You must let us, anyone we authorise, or your network operators, have access to your meter at any time. This'll be in normal working hours unless it's an emergency or we've agreed a time with you.

We'll also take as much care as we can while we're in your property.

We need to inspect your meter regularly to check it's safe and working properly.

If you don't let us have access to your meter, we can charge you our costs. That could include the cost of a warrant.

8. Complaints

8.1 If you haven’t received the service you'd expect, you can contact us and we’ll follow the complaints policy on our website.

8.2 If you need independent advice at any time you can contact Citizens Advice by phone on 0808 223 1133 or visit their website at www.citizensadvice.org.uk/energy/. Their service is free, independent and confidential.

8.3 When you send a formal complaint, we will do everything in our power to resolve the issue.

8.4 If we can’t agree on a solution with you, we’ll write to you to explain our position and our best offer. This is known as a deadlock letter.

8.5 If you don’t want to accept the suggestion in the deadlock letter, or if the issue has dragged on for more than eight weeks, then you can refer the issue to the Energy Ombudsman.

They offer a free and impartial service that sorts out disputes between energy companies and customers.

You can get in touch with the Ombudsman by: – phone on 0330 440 1624 – email at enquiry@energyombudsman.org

What they decide is legally binding for us, but not for you.

8.6. We’ll put details of any changes to our complaints process on our bills, statements, and website.

8.7 If you bought your energy online, you could use the Online Dispute Resolution (ODR) Platform at http://ec.europa.eu/consumers/odr/ to try to settle the dispute by completing the online form.

Please do not do this until you have followed our internal complaints process as set out above. As part of the ODR process we need to agree with you which dispute resolution body needs to hear your complaint. If we cannot agree then your complaint will not be processed further - please see the site for more information.

9.1 Our responsibilities

We're not liable for:

• any harm to you, which we couldn't have expected when we agreed your contract

• any damage you suffer that's outside our control, whatever caused it

If the network operator causes you loss or damage, we'll only be responsible for what we're entitled to get back from them on your behalf.

The maximum we or the network operator can pay in any one year (January to December) for any incident, or related series of incidents, is £1,000,000. That limit doesn't apply if someone's died or been injured, or if the law doesn't limit liability.

9.2 Your responsibilities

You're responsible for all energy you use at the property, paying bills in line with this contract and taking care of the meter. If more than one person's responsible for using electricity and gas at the domestic property, you'll all be responsible – as individuals or together – for paying your bills.

You are responsible for paying for the supply until your Contract with us ends, including any charges or debts that remain outstanding at the end of your Contract which aren’t taken on by your new supplier. If you have entered into this Contract together with other people, each person will be jointly and severally liable for any money owed to us. You will all become each others’ financial associates which will be recorded on your credit report and may affect your credit score in the future.

You must take care of the meters at the property, including making sure they're protected from the weather. You're responsible for making sure there's a meter box or cover for the meter or replacing them.

You must let us know straight away if you think your meter's damaged or if you think it's been tampered with. If the damage is your fault or caused by your negligence, we'll charge you for repairing or replacing the meter. We can prosecute anyone responsible for damaging or tampering with metering equipment. It's illegal and dangerous to interfere with our equipment, or the network operator's, for example to steal energy, or try to.

If you've got a smart meter, you must not let anything stop it communicating with us.

10.1 Processing your data

For the purpose of supplying you with energy under this contract E.ON will be the ‘data controller’.

This means E.ON UK plc, and the companies owned by E.ON UK plc who provide energy and related products and services. For further information on how we’ll process your personal data please see our privacy notice (eonenergy.com/privacy) which we’ll amend from time to time.

10.2 Your rights

You've a number of rights which relate to the access to and control of your data. These are also set out in our privacy notice.

11.1 About these tariffs

11.1.1 Some tariffs are only available if you pay by Direct Debit and manage your account online. This will be confirmed when you agree your contract and also confirmed in your welcome letter.

11.1.2 You agree to the installation of a Smart Meter, where eligible. You still qualify for this tariff if you already have a smart meter installed or it’s not currently possible to install a smart meter at your property.

11.1.3 If your tariff has an end date, we might charge you a fee, known as an exit fee, if you switch more than six weeks before that date. Your welcome letter will tell you about this.

11.2 About your prices

Your prices are shown in your confirmation letter. These prices and your terms and conditions will stay the same until the end date shown in your confirmation letter, unless:

• you stop paying by Direct Debit, or a Direct Debit payment fails

• you do not provide us with your meter reading – you owe us money and we switch you to paying in advance

• a law or regulation means we need to make a change (like VAT changes)

• we had to end the contract due to your not adhering to what we agreed – the Government or our regulator (Ofgem) tells us to change our prices

You can arrange to switch to another of our tariffs or to another supplier at any time without giving notice, but if you switch supplier before we send you your renewal notice we may charge you an exit fee. See your confirmation letter for details.

11.2.1 If you change your payment method then your standing charge and unit rate may increase and you may lose any discounts associated with the tariff.

11.2.2 If you don’t pay for your energy as agreed you may be moved onto our Standard Variable tariff, this may mean your prices increase

11.3 What happens at the end date

At the end date, if you haven't switched supplier or agreed a new tariff with us, unless you choose to move onto a new Fixed Rate Tariff, Variable Rate Tariff or Time of Use Tariff, subject to availability and at our discretion, we will automatically transfer you to either:

11.3.1 The cheapest Variable Rate Tariff; or

11.3.2 A Relevant Fixed Term Default tariff that is cheaper than (or as cheap as) our cheapest Variable Rate Tariff with no exit fees, in each case calculated based on our estimate of your annual energy usage and as appropriate for your payment method, meter type and other relevant account arrangements.

11.3.3 If you move onto a new Fixed Rate Tariff when your previous Fixed Rate Tariff ends, we’ll start a new contract based on the new Fixed Rate Tariff on the date the old one ends. Prices on our standard variable tariffs can change at any time but will never be more than the cap set by Ofgem. We'll contact you about six weeks before your end date with all the details about the tariff we'll switch you to.

11.3.4 If you switch supplier or switch to another tariff our price protection rules may apply, this means you can switch to another of our tariffs up to 20 working days after the changes are due to start and we'll keep you on your old prices and terms and conditions until your switch is complete.

If you decide to switch to another supplier, they'll let us know. If they tell us no more than 20 working days after the changes are due to start and your switch is then completed within six weeks, we'll keep you on your old prices and terms and conditions until your switch is complete.

However, if you owe us money we may stop you from switching supplier – we'll let you know. If you pay the money you owe us no more than 30 working days after we've let you know about it, you'll be able to carry on with your switch. We'll keep you on your old prices and terms and conditions providing your switch is completed within six weeks.

12.1 About this tariff

Your prices are in your confirmation letter. We can change the prices, or these terms and conditions, at any time. Prices on our standard variable tariffs will never be more than the cap set by Ofgem.

Our Standard Variable Tariff doesn’t have an end date. You'll stay on this tariff unless you switch to another of our tariffs, or switch to another supplier. You don't need to give us any notice, and we won't charge you an exit fee to leave.

12.2 Putting up our prices or changing these terms in a way that makes you worse off

If we increase our tariff prices or change our terms and conditions in a way that's less favourable to you, we'll contact you before the changes takes effect. If you don't want to accept the changes, you can switch to another of our tariffs or another supplier and our price protection rules may apply.

You can switch to another of our tariffs up to 20 working days after the changes are due to start and we'll keep you on your old prices and terms and conditions until your switch is complete.

If you decide to switch to another supplier, they'll let us know. If they tell us no more than 20 working days after the changes are due to start and your switch is then completed within six weeks, we'll keep you on your old prices and terms and conditions until your switch is complete.

However, if you owe us money we may stop you from switching supplier – we’ll let you know. If you pay the money you owe us no more than 30 working days after we've let you know about it, you'll be able to carry on with your switch. We'll keep you on your old prices and terms and conditions providing your switch is completed within six weeks.