Terms and Conditions

Our terms and conditions for Domestic Gas and Electricity Supply

1. Introduction

1.1   These terms and conditions set out the agreement for Supplying gas and/or electricity to your home and together with our Tariffs and any Additional Terms and Conditions form the contract between Us and you, the customer.

1.2 By entering into the contract you confirm that you are the owner or live in your Property or that you’re responsible for it and that the Property is not used for commercial purposes and is already connected to the mains gas and/or electricity network(s).

1.3 If We Supply you with electricity, you are also entering into a standard agreement for your connection to the network with the Network Operator. We act as the agent of the Network Operator and when you enter into a contract with Us, you also accept and agree to abide by the National Terms of Connection, which is a legally binding document. You can obtain a copy of the National Terms of Connection from www.connectionterms.org.uk.

2. Definitions

Additional Charges – means any charges that are not directly for the Supply of gas and/or electricity and as set out in your Welcome Letter.

Deemed Contract – a contract between Us and you formed because you are the owner or occupier of a Property we supply gas and/or electricity to but for which no contract has been agreed.

Deposit – the money you need to pay Us as security in advance before we’ll supply gas and/or electricity to your Property.

Gas Transporter – the company that’s licensed by Ofgem to pipe gas to your Property.

Licences – the gas supplier licence held by Entice Energy Supply Limited allowing Us to supply gas to domestic and commercial premises in Great Britain, and the electricity licence held by Simply Your Energy Limited allowing Us to supply electricity to domestic and commercial premises in Great Britain.

Meter – the metering equipment in your Property used to measure the amount of gas and/or electricity you consume.

Network Operator – the local electricity distribution operator which connects your Property to the electricity network.

Ofgem – the Office of Gas and Electricity Markets, Our regulator.

Prepayment Meter – a meter that charges you upfront for your gas and/or electricity.

Property – the building or space we supply gas and/or electricity to under this contract to be used mainly for domestic purposes.

Supply – the gas and/or electricity we provide, or what we do to provide the gas and/or electricity.

Tariffs – the list of our current tariff prices and charges.

Tariff Information Label – The detailed information for each tariff as set out on our website

We, Us, Our – Entice Energy Supply Limited and its subsidiary companies (including without limitation Simply Your Energy Limited), having their registered addresses at Ransom Wood Hall South, Ransom Wood, Mansfield, Nottinghamshire, NG21 0HJ.

Welcome Letter – the email we send you following your application to confirm your tariff details containing details regarding the supply of gas and/or electricity to your Property.

Working Day – any day except Saturday, Sunday and bank holidays in England.

3. Contract start date

3.1 The contract between Us and you will start when you agree with Us over the phone that We will supply gas to you or, if you apply online via Our website, when you receive Our Welcome Letter via email.

3.2 Nothing provided by Us including (but not limited to) sales and marketing literature, price lists and other documents constitutes a contractual offer capable of acceptance. Your order constitutes a contractual offer that We may, at our discretion, accept. A legally binding contract between Us and you will be created upon Our acceptance of your order, indicated by Our agreement over the phone and/or our Welcome Letter.

3.3 When you place an order with Us, you are agreeing that you are at least 18 years of age, that you are capable of entering into a contract with Us, and that you are a resident of Great Britain.

3.4 If you didn’t enter a contract with us in any of the ways described above, then we will supply you under a Deemed Contract when:
a you move into your Property;
b your tenants move out of a Property that you are the Landlord of; or
c you become responsible for your Property.

4. Cooling-off period

4.1 You have a 14-day cooling-off period starting the day after your contract start date in which you may cancel the contract with Us free of charge.

4.2 If you have made any payment to Us for any services We have not yet provided, We will refund these sums to you as soon as is reasonably possible.

5. Supply start date

5.1 We will usually begin to Supply you with gas and/or electricity within 21 days from the day your cooling-off period ends.

5.2 There are a few things that might mean We take longer than 21 days to start supplying gas and/or electricity. These include (but are not limited to) if:

a you ask us to delay taking over the Supply;
b your previous supplier objects to the transfer;
c you don’t give Us information we need when we request it;
d you’re connected to an Independent Gas Transporter network or We are unable to supply your meter type; or
e an event outside of Our control occurs.

6. Our prices and charges

6.1 Our prices for supplying gas and/or electricity are set out in our Tariff Information Labels and in your Welcome Letter. You’ll also find this information on our website at www.EnticeEnergy.com/tariffs

6.2 You will receive a monthly statement online which details your payments and the charges for the gas and/or electricity you have consumed in the previous month based upon Meter readings submitted by you, or taken by Us or a Meter reading agent We appoint. Where no recent Meter reading is provided or there are reasonable grounds for Us to believe the available reading is not accurate, We will estimate your gas and/or electricity usage and show this in your monthly statement.

6.3 VAT will be charged on our Supply of gas and/or electricity at the prevailing rate, which is 5% at the date of these terms and conditions.

6.4 We may charge you Additional Charges if we deem them appropriate. These Additional Charges can be found at www.EnticeEnergy.com/tariffs. They include (but are not limited to):

a visiting your Property and stopping, disconnecting or reconnecting your Supply if the reason is your fault;
b inspecting or conducting Meter works if you request them but it is found there’s no fault with your Meter;
c moving your Meter;
d trying to recover money you owe Us, including (but not limited to) missed payments, reasonable administration costs, and the costs of trying to contact you, visiting you, getting a warrant to enter your Property and installing a Prepayment Meter;
e visiting your Property when you haven’t kept an agreed appointment with Us or Our agents;
f if you interfere with your gas and/or electricity Meter, or steal gas and/or electricity;
g replacing any card, key or token that you lose or damage;
h if you are connected to an Independent Gas Transporter Network;
i if there are insufficient funds available to pay your for Direct Debit; and/or
j sending a Meter reading agent to your Property where you have not submitted a customer reading for six months or more.

7. Payment

7.1 You agree to pay Us for supplying gas and/or electricity to your Property and for any other charges that apply under these terms and conditions (including any Additional Charges).

7.2 You’re responsible for paying your bills. If there is more than one account holder or the contract is entered into jointly, then each person is jointly and severally liable for any debt on the account.

7.3 Where you pay by Direct Debit, you agree:
a at all times that there will be sufficient funds in your account to cover the payment each month;
b the first Direct Debit payment will be taken as soon as possible after the end of the 14-day cooling-off period and monthly thereafter or on the date you choose during registration;
c the monthly Direct Debit amount will be determined initially by the estimated annual gas and/or electricity consumption based on the information you, the Gas Transporter and the Network Operator provide;
d the Direct Debit will be adjusted following receipt of Meter readings from Us or you or information provided by your previous supplier about your historic consumption;
e We will always aim to keep your account in credit and may adjust the monthly amount to ensure you do not fall into debt. This could include adding a winter uplift payment If your contract starts between September and March or due to adverse weather conditions that mean you are likely to use more gas and/or electricity than initially forecast; and
f We will always give you at least 10 days’ notice of any change to your Direct Debit.

7.4 We agree to refund you when your account is in credit in line with our Refund Policy.

8. Non-payment

8.1 If you’re finding it difficult to pay, let Us know as soon as possible and We’ll try to help you.

8.2 By entering into this contract you agree to pay your bills and any Additional Charges on time and in full. If you don’t, we may:

a require a Deposit or, where it is practical to do so, install a Prepayment Meter in your Property;
b charge you Our reasonable costs for the work if we have to install a Prepayment Meter. It is likely that you will pay a higher tariff price to reflect increased Meter costs under a Prepayment Meter;
c adjust the prepayment tariff to recover any money owed to Us;
d refer you to a debt collection agency and recover any costs incurred in doing so from you;
e charge interest on the outstanding amount at 3% above the Barclays Bank base rate until you pay it in full; and/or
f disconnect your Supply in accordance with clause 10.

8.3 You agree to pay Us any money you owe from previous contracts with Us or any money owed to a previous supplier that is transferred to Us, including (but not limited to) Our reasonable administration fees.

8.4 Where you agree to pay by Direct Debit and subsequently cancel your Direct Debit or there are insufficient funds available to take payment, we may move you to another tariff including our evergreen variable tariff until a new Direct Debit mandate is entered into between you and Us.

8.5 If we issue a bill for a period that has not been billed or billed inaccurately, You will only be liable for charges that could reasonably have been used within the previous 12 months, unless;

a. We have made reasonable requests to obtain a correct meter reading and it has not been provided; or
b. You have provided inaccurate information on your consumption or meter readings; or
c. You have failed to inform us that you are responsible for the supply to the property; or
d. Any other circumstance that OFGEM specifies.

9. Meter reading and access to your gas or electricity Meter

9.1 We can ask you for a Meter reading before we start to Supply your gas and/or electricity. If you do not provide Us with a meter reading, you agree to allow Us to read your Meter. If We have to read your Meter, We can ask you to pay a reasonable charge for Our time and expense.

9.2 You agree to provide meter readings to Us at least twice a year in order to provide you with accurate bills. If you do not do this, We may instruct an agent to read your Meter and we may charge you for doing this.

9.3 Subject to Ofgem rules at the time, We may conduct a safety check on your Meter periodically.

9.4 You agree to allow Us, our agents and the Gas Transporter access to your Property in order to read, inspect, maintain and/or repair your Meter. You are responsible for ensuring access to your Meter and We can charge you for the removal of any obstruction that prevents access.

9.5 You agree to take reasonable care to make sure that the Meter and/or other metering equipment isn’t damaged or interfered with. Failure to do this may mean you’ll have to pay for the reasonable cost of us (or our agents) visiting your Property and repairing the Meter and/or other metering equipment.

9.6 You agree to inform Us immediately if the Meter’s damaged, if there is a fault or a problem with it, or if you have reason to believe it’s been tampered with.

10. Disconnecting your gas and/or electricity Supply

10.1 We may suspend or disconnect your Supply if:
a. you do not pay any sums due to Us on time;
b. you Interfere with or damage your Meter;
c. there’s an emergency;
d. We are required to by Ofgem, the Gas Transporter or the network operator or any law, code or agreement;
e. you refuse to pay a Deposit or have a Prepayment Meter installed; and/or
f. you breach this contract.

10.2 If We disconnect your Supply, We can charge you for Our reasonable costs to disconnect and/or reconnect the Supply.

11. Changes to this contract

11.1 We can change the terms of the contract at any time by giving you 30 days’ written notice of such changes.

11.2 If you are on a variable tariff We may change the tariff price at any time by giving you 30 days’ written notice of any such change. This does not apply where the price change would be in your advantage or where a fixed tariff is ending and you are automatically transferred to a variable tariff.

11.3 If you are on a fixed tariff then the price will not change until the expiry of the fixed period as detailed in your Welcome Letter. At the end of the fixed tariff period, if you do not agree a new fixed tariff with Us and do not move to another supplier, We will transfer you to Our standard variable tariff. We will contact you before the tariff ends to tell you what your options are.

12. Ending this contract

12.1 You have the right to switch to another gas and/or electricity supplier at any time. This contract will continue to apply until the date that your Supply is taken over by the new supplier or the Supply is disconnected and you will be liable to pay for all gas and/or electricity consumed until the date your Supply is taken over.

12.2 We can block the switch to a new supplier if you have not paid in full any money you owe Us.

12.3 If you are on a fixed tariff, We may charge you the exit fee as detailed in the Tariff Information Label and your Welcome Letter.

12.4 We have the right to end the contract if:

a you do not pay your bill on time;
b you breach this contract;
c We are required to do so by Ofgem, the Gas Transporter or the network operator or any law, code or agreement;
d you refuse to pay a Deposit or have a Prepayment Meter installed;
e you interfere with or damage your Meter,

or at any time by giving you 28 days’ notice.

13. Moving house

13.1 If you are moving house then you must give us at least 2 working days’ notice before your move date. If you do not do this, then you will be liable for the Supply of gas and/or electricity to the Property until the contract ends, which will be the earlier of:

a 2 Working Days after you inform us you have moved; and
b when a new owner or occupier takes on the Supply at the Property.

13.2 If you are within a fixed tariff period and do not want Us to Supply your new house, then We may charge you the applicable exit fee as detailed in the Tariff Information Label and your Welcome Letter.

13.3 We will send you a closing bill after your contract has ended, which will include details of any refund or additional sums due and how We will collect them.

14. Protecting your information

14.1 We agree to use your personal data in accordance with our Privacy and Cookies Policy, which can be found on Our website, www.enticeenergy.com

14.2 You agree to Us using your personal data and to the processing of such personal data for the purposes of the Theft Risk Assessment Service Arrangements required of Us under our License.

15. Our liability

15.1 We will not be held liable for:
a any loss due to circumstances beyond Our control;
b any indirect or consequential losses including (but not limited to) loss of profits, loss of earnings, or wasted expenses;
c any loss which We or you would have reasonably expected when this contract was made (this applies even if our employees, agents or subcontractors did not follow this contract); or
d any loss caused by the Gas Transporter or the network operator that We cannot recover from them.

15.2 If you suffer any loss or damage Our responsibility to you will be limited to no more than £10,000 for each event that causes you loss or, if there are a number of connected events, our responsibility will be limited to £10,000 in total for these events.

16. Transferring rights and responsibilities

16.1 You can’t transfer any of your rights or responsibilities under this contract to another person without our written permission.

16.2 We may transfer, subcontract, assign or novate any or all of Our rights (including the right to recover unpaid charges) and responsibilities under this contract or pay another organisation to carry out any of Our responsibilities under this contract, without your permission.

17. Other conditions

17.1 If you breach any part of this contract and We fail to respond immediately, We retain the right to take action at a later date for the same or a subsequent breach. (For example, if you do not pay your bill on time and we do not immediately take action.)

17.2 If any provision(s) or part(s) of any provision(s) of these terms and conditions is/are found to be unlawful, invalid or otherwise unenforceable by any court or other authority, that/those provision(s) shall be deemed severed from the remainder of these terms and conditions. The remainder of these terms and conditions shall be valid and enforceable.

17.3 The contract is between you and Us. It is not intended to benefit any other person or third party in any way and no such person or party will be entitled to enforce any provision of these terms and conditions.

18. Governing law and jurisdiction

18.1 These terms and conditions, the contract, and the relationship between you and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with, the law of England and Wales (if your Property is in England or Wales) or Scotland (if your Property is in Scotland).

18.2 Any dispute, controversy, proceedings or claim between you and Us relating to these terms and conditions, the contract, or the relationship between you and Us (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales or Scotland, as determined by your residency.