The legal agreement between you and us is made up of:
(a) your Tariff Offer;
(b) the Connection Terms; and
(c) the Supply Terms and Conditions,
together the “Agreement”.
For clarity, connection terms shall apply to you and form part of the Agreement with us (acting as operator and agent for and on behalf of the ESCO/network owner) for the connection of your Property to the SNRG SmartGrid (“Connection Terms”). A copy of the Connection Terms can be found on our website: https://oursnrg.com/connection-agreement
If we are not supplying Electricity to your Property, this Agreement shall not apply.
Call us at: 020 3576 6103
Email at: [email protected]
3. Your Agreement with Us
3.1 Scope of the Agreement
This Agreement is between you and us and covers:
(a) the Connection of your Property to the SNRG SmartGrid in accordance with the Connection Terms; and
(b) the supply of Electricity by SNRG to your Property in accordance with:
(i) these Supply Terms and Conditions; and
(ii) your Tariff Offer.
3.2 Your Agreement with Us
By entering into this Agreement with us you agree that:
(a) you are aged 18 or over;
(b) you either own (“Own”) the freehold of your Property or have entered into:
(i) a Lease in respect of your Property (which means you are the “Owner” of your Property);
(ii) a Tenancy Agreement and you are the legal tenant of the Property (which means you are the “Tenant” of the Property); or
(iii) a Rental Agreement and you are the legal occupier of the Property (which means you are the “Occupier” of the Property).
(c) where you are the Owner, you have an Airspace Lease relating to your Property (where applicable);
(d) you are authorised to sign this Agreement; and
(e) where you are receiving a supply of Electricity to your Property, you will use the supply of Electricity for your own residential purposes only and will not attempt to resupply the Electricity to any other person or property.
4. General Terms
4.1 Our responsibility to you for loss or damage
(a) If you suffer any loss or damage as a direct result of something we have done, our maximum aggregate liability to you will be no more than £10,000 per calendar year, or such other limit as may from time to time be prescribed by Law. (b) We are not liable (responsible) for any: (i) financial loss or damage, such as lost profit, wasted expenses, income, business, opportunity, contracts, or goodwill; (ii) any losses that are not our fault or that we could not have reasonably expected when we entered into this Agreement; or (iii) loss that you suffer under any contract or other relationship with any other person. (c) We do not exclude any liability for fraud or anything that we are not allowed to exclude by Law, including death and personal injury.
4.2 How we use your data
(a) We need to collect certain information about you in order to supply you with Electricity and manage your account. We take the protection of your personal data very seriously and want you to feel comfortable with how it’s used. We will use your personal data in line with our Privacy Policy, which is available at www.oursnrg.com/privacy-policy, which we’ll amend from time to time. (b) It may be necessary to share your data with third parties, including any Licensed Supplier, credit reference agencies, and any payment agent, in order to process your data and comply with industry obligations. (c) Information you provide to us will be protected
4.3 Violence and Aggression
We will always do our best to help you, but we do not tolerate violence, physical aggression, or abuse (written or verbal) towards our staff or agents. If it happens, we can take legal action or report it to the police.
4.4 Transferring Our Rights and Responsibilities Under the Contract
We can transfer any of our rights and obligations under this Agreement subject to permission by the Management Company. Our successor will generally take on the rights and responsibilities of this Agreement as if they had originally taken out the Agreement with you, although some obligations may still be enforced against us.
We can subcontract any of our obligations under this Agreement without such permission. In that case, we will not be released from all of our responsibilities under this Agreement notwithstanding that from then on you deal with the successor. This is without prejudice to your accrued rights and liabilities hereunder. You must not transfer your rights or obligations under this Agreement to anyone without our permission (but we must act reasonably with regard to the giving of any permission).
4.5 Notices
(a) If we need to give you a notice for any reason in connection with this Agreement, this will be in writing sent by email or post to the addresses contained in Your Details unless you notify us in writing at [email protected] of any changes.
(b) If we post a notice to you, it will be assumed to have been delivered 2 Business Days after it was posted.
(c) If we deliver a notice to you by hand to the most recent address we have for you, it will be assumed to have been delivered immediately when it was delivered. If sent to your nominated email address, it will be deemed delivered on proof of delivery receipt.
4.6 Other Things to Know About This Contract
(a) We can enforce any of our rights under this Agreement even if there is a delay in doing so, for example, if there’s a delay in us making a demand for any money you owe us.
(b) If any part of this Agreement is declared invalid or is void or unenforceable, the validity of the rest of the Agreement will not be affected.
(c) The terms and conditions for use of our website are available at .
(d) This Agreement is confidential save that disclosure may be made to advisors, insurers, financiers, affiliates of the parties, a prospective purchaser of the Property, or otherwise as required by law. Confidentiality shall survive termination of the Agreement.
(e) This Agreement is governed by the laws of England and Wales. If there is any dispute between us, it will be dealt with by the courts of England and Wales.
4.7 Duration of the Agreement
This Agreement will start on the Start Date and end on the Expiry Date.
5. Connection
5.1 SNRG SmartGrid Operator
We are the operator of the SNRG SmartGrid. You acknowledge that by entering into this Agreement, you have also agreed to enter into the Connection Terms, pursuant to the terms set out on our website: , as updated by us from time to time in line with this Agreement.
Our Charges and Pricing Guarantee
6.1 Responsibility for Charges
You will be responsible for paying the Charges from the Start Date.
6.2 Basis of Our Charges
Our Charges are based on:
(a) a daily standing charge, which is a fixed amount; and
(b) a single unit rate charge, which is a charge for each unit used under your agreed tariff for your location.
The specific charges relating to your Property shall be those set out in your Tariff Offer.
6.3 Additional Charges
We also have the right to bill you and seek payment for any other charges payable under this Agreement, including but not limited to any Debt Processing Charges, which we may require you to pay us as a result of you failing to pay any bill in line with clause 8.
6.4 Charge for Electricity Supply
We will charge you for the amount of electricity supplied to you in kilowatt-hours.
6.5 Calculation of Charges
Our Charges are based on the Electricity consumed by you at the Property as recorded by the Metering Equipment and calculated based on a meter reading supplied automatically from a Smart Meter. If you have a Smart Meter and it stops sending us data, we will use an estimate.
6.6 Fixed Rate Tariff
If you are on a “fixed rate tariff,” the rate(s) will be the one(s) that applied on the date you signed up as detailed in your Tariff Offer, for the duration of that tariff.
6.7 Time of Use or Variable Rate Tariff
If you are on a “time of use tariff” or a “variable rate tariff,” the rate(s) will be the one(s) that applied at the time Electricity was consumed as detailed in your Tariff Offer.
6.8 Multi-Rate Charges
Your electricity may be charged at two rates, for example, a peak day rate and off-peak night rate.
6.9 Additional Costs
We can also charge you for other reasonable costs that aren’t included in our tariffs under certain circumstances. We will tell you how much such charges are at the time and will provide a breakdown of the costs if you ask us for one. These can include costs arising from the following:
(a) visiting your Property and stopping, disconnecting, or reconnecting your supply if you ask us to do it (for example, if you want to move your meter or need to disconnect it temporarily), or to repair damage that you have caused to the meter;
(b) inspecting, testing, replacing, or working on your meter if you ask us to, but there’s no problem with it;
(c) charges we are required to pass on to our customers by law or regulation or a regulatory authority (such as Ofgem);
(d) replacing payment cards or keys if you have a prepayment meter;
(e) any reasonable cost we incur (including administration cost) because you failed to meet the terms and conditions of this Agreement.
7. Changes to the Agreement
7.1 Changes Due to Law or Regulation
Subject to clause 7.4, you agree that we may change the terms and conditions of this Agreement at any time on prior written notice to you where there is a change in law or regulation that requires a change.
7.2 Notice of Charge Increases
If we intend to increase the charges payable, we will give you not less than 25 days’ prior notice, except in exceptional circumstances (outside our control) where we will give you as much prior notice as possible.
7.3 SNRG SmartGrid Guarantee
Notwithstanding clause 7.2, our SNRG SmartGrid Guarantee means that the Charges to you shall not exceed:
(a) whilst the Energy Price Guarantee is in place, the Energy Price Guarantee;
(b) following expiry of the Energy Price Guarantee or on reversion back to the Default Tariff Cap, the Default Tariff Cap;
(c) following expiry of the Default Tariff Cap:
(i) the applicable price cap under any successor mechanism implemented in England and Wales pursuant to applicable law; or
(ii) if there is no successor mechanism, the applicable price cap under a replacement mechanism notified by us to you.
7.4 Less Favourable Changes
If we change the terms and conditions of this Agreement in a way that is less favourable to you, we will contact you no less than 25 days before the changes take effect. If you don’t want to accept the changes, you can switch to another supplier in accordance with clause 7 of this Agreement.
8. Paying us
8.1 Billing Interval
We shall, at regular intervals during the term of this Agreement, provide bills or statements via an online portal or by post according to your preference.
8.2 Payment Due Date
Each statement and/or bill we send to you must be paid by the date which is 15 calendar days from the date of the bill (the “Payment Due Date”). This excludes payments made by Direct Debit or Prepayment.
8.3 Statement/Bill Corrections
If we have made a mistake on the statement and/or bill, we will amend it. We will then credit or debit the corresponding amount on the next month’s statement and/or bill.
8.4 Direct Debit Payments
You shall pay the billed amount by direct debit (unless otherwise agreed with us), and you are responsible for ensuring that the direct debit can be paid in full on the Payment Due Date. You should keep your account in credit, and we will track and carry the balance forward to the next month’s statement.
8.5 Fixed Direct Debit Amount
We typically set your fixed direct debit amount based on the amount of Electricity we think you will use across a year divided by 12. We aim to review your direct debit at least twice a year and can offer to reduce your direct debit if it is too high based on actual Smart Meter readings or we can increase your direct debit if it is too low to help you avoid building up debt.
8.6 Direct Debit Notifications
Payments by Fixed Monthly Direct Debit will be notified when they are set up, and payments by Variable Direct Debit will be notified at least 5 Business Days before the direct debit is due to come out of your account. If your direct debit fails due to insufficient funds, we will let you know and re-present the automated instruction within 5 Business Days.
8.7 Statement Review
Your direct debit amount will be shown on your statement, and you should contact us if you believe your statement is incorrect.
8.8 Fraud Prevention
We reserve the right to refuse to process any transaction we deem fraudulent or suspicious.
8.9 Deposit or Advance Payment
We may ask for a deposit or payment in advance of Connecting your Electricity supply. The amount to be paid will be based on your credit history according to a credit reference agency. We may require you to pay a security deposit or have someone else act as guarantor for your payments. We won’t require you to pay a security deposit if you are on a prepayment meter or have a Smart Meter operating in prepayment mode. We may install a Smart Meter that we can read if you don’t already have one, and you agree to give us, our employees, and our agents access to the Property for installation and replacement purposes.
8.10 Account Credit
If we do ask you to make a payment to credit your account before you receive an Electricity supply from us, we will periodically review your account and may reduce your credit balance as you build a payment history with us.
8.11 Direct Debit Guarantee
We will act in accordance with the Direct Debit Guarantee.
8.12 Payments Without Direct Debit
If you do not pay by direct debit and do not have a Prepayment Meter or a Smart Meter operating in prepayment mode, you will still be responsible for paying for the supply in full each month by an alternative payment method agreed with us.
8.13 Full Payment Responsibility
You must pay all Charges in full. Part payment will not release you from your obligation to pay any outstanding Charges. If you are entering into this Agreement with other people (for example, because you own your Property jointly) then you are each responsible for paying all amounts until they are paid in full. We can claim any money owed to us from any of the account holders. This could mean claiming it all from just one person.
8.14 VAT and Taxes
You agree to pay VAT and any other taxes or duties which may become applicable by Law at the applicable rate. We will also charge you any amount that we have to include on your bill (for example, if the government establishes a scheme for members to pay for energy efficiency measures through energy bills).
8.15 Difficulty Paying
Please let us know as soon as possible if you are having difficulty paying your bill by the Payment Due Date so we can try and help you. Information on the best way to let us know will be detailed in the bill or reminder letter. For example, we may be able to tell you about alternative payment methods or plans, discuss your options for paying any debt, and provide energy efficiency advice to help you use less energy. If you do not pay billed amounts by their due date, we may:
(a) offer you a payment plan according to your circumstances;
(b) switch your Smart Meter into prepayment mode to recover any outstanding balance and help manage your future payments;
(c) charge you interest at 2% per year above the current Bank of England base rate, which will be charged on the overdue amount you owe. Interest will build up from the Payment Due Date and continue until you pay the overdue amount, plus interest, which interest shall accrue on a daily basis and be compounded annually;
(d) report any non-payment to credit reference agencies (which may affect your credit rating) and/or fraud prevention agencies;
(e) change your payment method;
(f) recover from you all costs incurred by us in pursuing your non-payment, including bank charges due to cancelled or failed payments, the reasonable cost of any debt collection agency, or our getting a warrant to enter your Property;
(g) to the extent we are permitted to by Law, apply to the relevant governmental department for payments towards your energy bills directly from your benefit payments under the ‘Fuel Direct Scheme’ (or any replacement scheme);
(h) engage the services of third-party debt collection agencies in order to recover the debt; and/or
(i) take action against you through the courts to recover the debt.
8.16 Smart Meter Prepayment Mode
Should we switch your Smart Meter into prepayment mode in accordance with clause 8.15(b), you would be required to top up credit and pay for your supply in advance and may cost more per unit of Electricity consumed. When the Smart Meter is in prepayment mode:
(a) you must top-up your meter in advance in order to receive the supply;
(b) you may be required to pay any additional charges for any additional services we may provide such as replacement keys, cards, etc.; and
(c) we may adjust your payments to recover any charges that you owe, and not just the costs of Electricity consumed. In this event, we will advise you of the proportion of each top-up amount that will be used as payment for such charges.
8.17 Prepayment Rates
If your Smart Meter is operating in prepayment mode, you will be placed on our prepayment rates, which may cost more per unit of Electricity consumed than our other tariffs.
8.18 Allocation of Payments
We will use the amounts you pay us to pay off any Charges you owe us as we see fit. For example, we may put the amounts you pay towards your oldest outstanding Charges first or pay off any other Charges and costs you owe us. If you have a credit balance on your account, you are entitled to choose to apply that credit balance to reduce any amount that you may owe to us (whether or not we hold a licence which entitles us to supply energy to your Property). If you request a refund of credit on your account, you must have provided us with meter readings within 14 days of your request, unless you have a Smart Meter that we can collect readings from remotely. We will only be able to give you a refund if this will not cause your account to fall into debt.
8.19 Undercharging
If we have undercharged you for the supply of Electricity, we will not ask you to pay the undercharged amount if the statement to which the undercharging relates is more than twelve months old.
9. Flexibility Scheme
9.1 Introduction of Flexibility Scheme
To help reduce your Electricity supply costs under this Agreement, we may introduce a voluntary scheme under which we change the demand profile of the SNRG SmartGrid via control of Flexible Assets in your Property (the “Flexibility Scheme”).
9.2 Participation in the Flexibility Scheme
Participation in the Flexibility Scheme is optional. We will write to you with details of such a scheme when available.
10. Switching to Another Supplier or Ending Supply Under This Agreement
10.1 Notice of Termination
You may terminate the supply of Electricity under this Agreement by giving us no less than 28 calendar days’ notice provided that:
(a) you will have vacated the Property on the day the Agreement terminates; or
(b) a third party Licensed Supplier takes over supplying Electricity to your Property by the end of your notice period and a new Smart Meter has been installed in respect of your Property by your new Licensed Supplier (or they have taken over the existing Smart Meter), (in each case, at your own cost) by the date of termination;
(c) all Charges and other sums due from you to us have been paid (if they have not been paid then we can object to a new Licensed Supplier taking over the supply).
10.2 No Additional Charges for Switching
We will not charge you any additional charges in connection with switching your Electricity supply to a Licensed Supplier.
10.3 Termination by Us
We may terminate the supply of Electricity to you under this Agreement immediately if:
(a) you neither Own nor are a Tenant at the Property;
(b) you are using Electricity other than for the purpose for which we agreed to supply it under this Agreement;
(c) Ofgem asks another company to supply your Electricity; or
(d) our agreement with the Management Company in respect of the SNRG SmartGrid has either expired or been terminated, and we no longer have the ability to supply you over the SNRG SmartGrid.
10.4 End of Supply
The supply of Electricity under this Agreement will, if it has not already ended earlier in accordance with this clause 10 or clause 11, end on the Expiry Date.
10.5 Final Bill
We will take all reasonable steps to ensure that you receive a final bill in respect of any unpaid Charges for the Electricity supply to your Property within 6 weeks of the date on which we stop supplying Electricity to your Property.
10.6 Right to Recover Unpaid Amounts
Termination of the Agreement (or your vacating the Property) will not affect our right to recover any unpaid amounts from you.
11. What Happens if You Cease to Be the Owner or Tenant of the Property
11.1 Notifying Us of Your Move
If you cease to be the Owner or Tenant of the Property and you are moving, you must tell us by either calling us or contacting us via our website at least 5 Business Days before you move out. Provided you have told us you are moving, this Agreement will end on the day you move out, although you will still be responsible for any outstanding Charges incurred during the period of your ownership or occupation.
11.2 Late Notice
If you do not give us at least 5 Business Days’ notice, your contract will continue until the earlier of:
(a) the day you tell us you’ve moved out (and given us any evidence we may reasonably ask for); or
(b) we are informed that someone else is now the Owner or Tenant of the Property.
11.3 Responsibility for Electricity Usage
This means if you delay in telling us about your move, you may have to pay for any Electricity used after your move date.
12. Disconnection and De-Energisation
12.1 Circumstances for Disconnection
Subject to clause 12.3 , we can refuse to supply you, suspend, de-Energise or disconnect the supply if:
(a) you have not paid your bill on time and we have not been able to agree with you a payment plan and the amount outstanding is at least £1,200 and has been outstanding for at least 6 months;
(b) we have reasonable cause to believe your Smart Meter or Metering Equipment has been damaged or tampered with; and/or
(c) we are required to do so by any Law, code or industry agreement.
12.2 Costs of Disconnection
If we disconnect the supply in the circumstances referred to in clause 12.1 (a) or (b) where the damage was caused by you, you are required to pay:
(a) our reasonable costs to disconnect your Property; and
(b) our reasonable costs to reconnect your Property, where applicable.
12.3 Winter Disconnections
We shall not disconnect your supply in winter (October to March) if we know that the occupants of your Property are in a Vulnerable Situation or are included on our Property Services Register. A “Vulnerable Situation” means the occupants’ personal circumstances and characteristics create a situation where they are significantly less able than the average residential occupant to look after their interests and/or significantly more likely than an average residential occupant to suffer harm, and this includes if they are of pensionable age, disabled or chronically sick.
12.4 Temporary Disconnections
We may need to (and reserve the right to) temporarily disconnect you from the SNRG SmartGrid if necessary:
(a) in connection with any maintenance we need to carry out on the SNRG Property, Solar PV Panels or SNRG SmartGrid;
(b) in an emergency;
(c) if we deem there to be a threat to the health and safety of any person;
(d) in connection with any extension or new connection works we need to carry out on the SNRG SmartGrid (including providing new electric vehicle charging points); or
(e) and if we do so, we will endeavour to reconnect you at our own cost as soon as reasonably possible.
12.5 Costs for Temporary Disconnections
If we disconnect the supply in the circumstances referred to in clause 12.4 , you will not be required to pay the associated disconnection and reconnection costs, unless the reason for us taking action under clause 12.4 was caused by any act or omission on your part.
13. Metering Equipment
13.1 Volume Measurement
The volume of Electricity supplied to your Property is measured by the Metering Equipment and will be notified to you periodically.
13.2 Ownership of Metering Equipment
The Metering Equipment and the infrastructure connecting it to your Property is our property.
13.3 Protection of Metering Equipment
You are required to take reasonable steps to ensure the Metering Equipment is protected and not damaged or interfered with in any way. You must tell us straight away if you become aware that the Metering Equipment is damaged or stolen, stops working properly, or if you think it has been tampered with.
13.4 Removal of Metering Equipment
You must not remove the Metering Equipment without our permission, and we may recover the Metering Equipment if our agreement with you ends.
13.5 We shall repair or replace defective Metering Equipment as soon as reasonably practicable and reconcile the Charges based on our reasonable estimates.
13.6 If you make an appointment with us or our agents and cannot keep it, you must let us know 48 hours before the appointment. This also covers the appointments we make with you to carry out routine maintenance on any Solar PV Panels (or ancillary equipment) installed on your Property.
13.7 Your Property has installed on or in it the following items (together the “SNRG Property”): the Solar PV Panels, Metering Equipment, and ancillary items. You acknowledge that the SNRG Property will at all times remain the property of SNRG; that you will not interfere with or damage the SNRG Property; and that, if you do so, we may recover all associated costs and losses we reasonably incur from you.
13.8 If you have a Smart Meter that we can read without visiting your Property, you agree that we can: (a) use the Smart Meter to remotely monitor your Electricity usage; (b) remotely repair and update the Smart Meter; (c) switch it from credit to prepayment mode or disconnect your supply (we would notify you before this happens); (d) collect information about how your Smart Meter is working, for example to see if it has any faults or has been tampered with; (e) use information from your Smart Meter to do certain things, such as work out your bill and tailor our service and products to suit you better. We will only use this information to offer you products or services if you have given us your permission to do so; and (f) take half-hourly meter readings; and (g) take a meter reading at any other time, such as to provide you with a bill or investigate a query on your account
14.1 If you want to make a complaint, you can do so by calling us at 020 3576 6103 or emailing us at [email protected].
14.2 If you are not satisfied and need independent advice at any time, you can contact Citizens Advice by phone on 0808 2231133 or visit their website at . Their service is free, independent, and confidential.
15. Solar PV Panels
15.1 This provision only applies where your Property is fitted with Solar PV Panels.
15.2 The Solar PV Panels, the infrastructure connecting them to the SNRG SmartGrid, and the electricity they generate are our property. Although the panels are attached to your Property, you will not acquire any ownership interest in them and will have no right to require us to transfer or sell them to you or require us to provide a direct supply of electricity from them to your Property. We may in our entire discretion make you an offer to sell you the Solar PV Panels, and any such offer will be made on a fair market valuation (and on such other basis as may be required by Law).
15.3 The basis on which we may retain the panels on your Property is specified and regulated by the Airspace Lease (where applicable).
15.4 You must tell us straight away if you become aware or suspect that the Solar PV Panels or the infrastructure connecting them to the SNRG SmartGrid is damaged, stops working properly or if you think it has been tampered with.
15.5 It is our responsibility to ensure the Solar PV Panels are kept at all times in good working order and we will schedule with you maintenance appointments. You agree not to obstruct, delay, or unreasonably prevent us from carrying out maintenance of the panels.
15.6 Save as required in an emergency (to avoid damage to life or property), you must not attempt to interfere with or remove (or arrange for a third party to remove) the Solar PV Panels without our prior written agreement. In an emergency, you may isolate or instruct a competent professional to isolate the Solar PV Panels. In these circumstances, you must notify SNRG of the actions you have taken as soon as reasonably possible.
15.7 When you sell the Property, you must not indicate or represent to any prospective purchaser that they may or will have the right to take ownership of or to remove the Solar PV Panels if they buy the Property.
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