Terms and conditions

1. provide us with meter readings at least every 90 days,on reasonable request, or allow us to take readings automatically through your Smart Meter so that we can provide you with an accurate bill;
2. receive Statement of Account, with notification of the next payment amount, via email or an alternative method we agreed with you;
3. pay the charges associated with your Energy supply and tariff under this Contract;
4. make any changes to your direct debit and contract changes via email or via your online account or via the mobile phone application;
5. keep your personal details (including current email address) accurate and up to date;
6. confirm that you are 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) and
7. tell us if you change your Premises from domestic to business use so we can ensure you are on the correct tariff. We reserve the right to move you onto a non-domestic tariff if this is appropriate.

1. you move into a property already supplied by us, until you agree a formal Contract with us or appoint a new supplier;
2. the person who was the named account holder with us moves out of the property but you remain; or
3. you exercise your cancellation rights under clause 5.1.

1. your existing supplier blocks the switch; or
2. some part of your account with your previous supplier is in debt; or
3. we do not have all the information we require in order to complete your switch, despite us having taken all reasonable steps to obtain any missing information from you, and where we can't get the information from another source; or
4. your meter is not suitable for the tariff we are to provide; or
5. any other situation arises which is outside of our control, provided we have taken reasonable steps to resolve the situation.

1. A daily standing charge which is a fixed amount;
2. A single unit rate charge, which is a charge for each unit used under your agreed tariff for your location;
3. If you are on a Fixed Rate Tariff the rate(s) will be the one(s) that applied on the date you signed up, for the duration of that tariff;
4. If you are on a Smart Tariff or a Variable Rate Tariff, the rate(s) will be the one(s) that applied at the time Energy was consumed. Where the formula that calculates your tariff contains a wholesale energy feed, we take wholesale electricity prices using the EPEX SPOT GB Day-Ahead auction 30 min from www.epexspot.com/en/market-data and wholesale gas prices from Marex Spectron every day. In the event these indices are not available we reserve the right to use an alternative publicly available source of market data;
5. 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. This night rate will typically apply for a number of hours between 8pm and 8am. The actual times that your night rate applies will depend on where you live. They are coded into your meter and should also be written there for you to see; and
6. 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.

1. 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 caused to the meter;
2. Inspecting, testing, replacing or working on your meter if you ask us to but there’s no problem with it;
3. Replacing payment cards or keys if you have a Traditional Prepayment Meter;
4. Charges we are required to pass on to our customers by law or regulation or a regulatory authority (such as Ofgem); and
5. Any reasonable cost we incur (including administration cost) because you failed to meet the Terms and Conditions of this Contract.

1. You are not an existing customer under the London Power Scheme;
2. The person or Premises you refer is an existing customer under the London Power Scheme or otherwise of Octopus Energy (including any of its whitelabel brands), or is supplied under the Bulb energy supply licence;
3. The person you refer cancels their agreement with us before their Supply Start Date or their first successful direct debit payment;
4. The person you refer has been a customer under the London Power Scheme or otherwise of Octopus Energy within the last 12 months;
5. You do not refer a customer to us through your Personalised Link. Referrals not made through your Personalised Link, for example if the person you refer signs up through a third party such as a price comparison site, or which are claimed retrospectively are not eligible and will not be rewarded; and/or
6. We have reason to believe you are sending or advertising your Personalised Link to people who are not known to you or if you are in any way trying to benefit from our referral scheme on a commercial basis rather than for personal use. We may review any account we think might be "taking the mickey" - particularly if we receive complaints from other customers, or if you have referred over 10 people in any 12 month period and we reserve the right to deactivate your Personalised Link or move you to a different scheme.

1. you should keep your account in credit and we will track and carry the balance forward to the next month’s Statement of Account;
2. we typically set your direct debit amount based on the amount of energy we think you’ll use across a year divided by twelve;
3. we aim to review your direct debit at least twice a year and can offer to reduce your direct debit if it’s too high based on actual meter readings or we can increase your direct debit if it is too low to help you avoid building up debt;
4. we will notify you at least five (5) Working Days before the direct debit is due to come out of your account;
5. if your direct debit fails due to insufficient funds, we will let you know and re-present the automated instruction within five (5) Working Days;
6. your direct debit amount will be shown on your statement, and you should contact us if you believe your bill is incorrect;
7. 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;
8. we reserve the right to refuse to process any transaction we deem fraudulent or suspicious.

1. If we do ask you to make a payment to credit your account before you come on supply, we will periodically review your account and may reduce your credit balance as you build a payment history with us;
2. If we have agreed to supply you on the basis that your payments will be guaranteed by another person (a guarantor) and that person no longer wishes to stand as a guarantor for you, then we reserve the right to switch your Smart Meter into prepayment mode (and we may install a Smart Meter for you if you don't already have one), or end this Contract, in which case you will be supplied under a Deemed Contract unless we agree a different Contract with you.

1. You must top-up your meter in advance in order to receive the supply;
2. You may be required to pay any additional charges for any additional services we may provide such as replacement keys, cards etc; and
3. We may adjust your payments to recover any charges that you owe, and not just the costs of Energy 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.

1. Require that you bring your account into good order and we may change the nature of your direct debit arrangement so that it collects the full amount of your bill each month plus any debt outstanding on your account rather than just a fixed amount;
2. Change the amount of your fixed direct debit or adjust the debt recovery rate on your Traditional Prepayment Meter or Smart Meter operating in PAYG mode to recover the sums due to us;
3. Require you to pay a security deposit;
4. Obtain a warrant to enter your Premises and replace your existing meter with a Smart Meter;
5. Switch your existing Smart Meter into prepayment mode to recover any outstanding balance and help manage your future payments;
6. Offer you a payment plan according to your circumstances;
7. Charge you £15 for the first missed payment and £20 for each missed payment after that;
8. Take such steps as are necessary to recover the sums due to us, which may include employing a debt collection agency;
9. Provide information about your non-payment to credit reference agencies, which may impact your ability to get credit in the future;
10. Recover from you all costs incurred by us in pursuing your non-payment, including bank charges due to cancelled or failed payments, the cost of visiting you, including through any debt collection agency, getting a warrant to enter your property and installing a Smart Meter which we can switch into prepayment mode;
11. Charge interest at the rate of 4% above the Bank of England Bank base rate 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; and/or
12. Disconnect the supply in accordance with clause 14; and/or
13. Object to you switching to another supplier until you’ve paid your outstanding balance.

1. Either another supplier takes over supplying Energy to the Premises by the end of your notice period, or the supply has been disconnected by this date; and
2. All sums due by you to us have been paid.

1. You are in material breach of the Contract;
2. You did not pay us what you owe us when it was due;
3. You no longer own or occupy the Premises;
4. We no longer have the relevant licences to supply your Energy;

1. the cheapest Variable Rate Tariff; or
2. a Fixed Rate Tariff that is cheaper than (or as cheap as) our cheapest Variable Rate Tariff,

1. You have not paid your bill on time;
2. You are in material breach of the Contract;
3. We have reason to believe your Metering Equipment may have been damaged or tampered with; and/or
4. We are required to do so by any law, code or agreement.

1. Our reasonable costs to disconnect the supply; and
2. Our reasonable costs to reconnect the supply.

1. To take a meter reading;
2. To carry out a safety inspection;
3. To install, replace, test or reposition the Metering Equipment;
4. To disconnect the supply;
5. To reconnect the supply; and/or
6. To install a Smart Meter.

1. Use the Smart Meter to remotely monitor your Energy usage;
2. Remotely repair and update the Smart Meter;
3. Switch it from credit to prepayment mode or disconnect your supply (we would notify you before this happens and this would only be in the case where you have not been paying for your Energy and our attempts to recover unpaid amounts have failed);
4. Collect information about how your Smart Meter is working, for example to see if it has any faults or has been tampered with;
5. 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;
6. Take half hourly meter readings, provided you have consented, or where you have not consented to half hourly readings, we may take daily reads, providing we have notified you in advance, or monthly reads in all other circumstances. We will have will have let you know in writing your consent options either during your sign-up process, during the installation of your Smart Meter, or at the point we became aware you had a Smart Meter already installed from a previous supplier. You can change your frequency preferences at any time in your online account, which is signposted in every email communication you receive from us, or by contacting us by any channel. If you are on one of our half hourly tariffs such as Agile Octopus, you will need to agree to us taking half hourly meter readings to be eligible for such tariff; and
7. Take a meter reading at any other time where we are permitted to by Ofgem, such as to provide you with a bill or investigate a query on your account.

1. You can contact the Energy Ombudsman by phone on 0330 440 1624, by email at osenquiries@os-energy.org or through their website, www.ombudsman-services.org/energy.html. Alternatively, you can write to them at Ombudsman Service: Energy, PO Box 966, Warrington, WA4 9DF;
2. The Ombudsman will undertake a full review of your concerns and of the actions that Octopus Energy took in order to try to get to a resolution. This is a free and independent service;
3. Their decision is binding for us but not for you.

TransUnion International UK Limited

One Park Lane

Leeds

West Yorkshire

LS3 1EP

Phone: 0330 024 7574

Website: www.transunion.co.uk/consumer/consumer-enquiries

Experian Limited

Consumer Help Service

PO Box 9000

Nottingham

NG80 7WP

Phone: 0344 481 0800 or 0800 013 8888

Website: ins.experian.co.uk/contact

Equifax Limited

Customer Service Centre

PO Box 10036

Leicester

LE3 4FS

Phone: 0333 321 4043 or 0800 014 2955

Website: www.equifax.co.uk/Contact-us/Contact_Us_Personal_Solutions.html

1. Any loss due to circumstances beyond our control (Force Majeure event);
2. Any loss which is indirect, consequential, economic or financial including loss of profit, revenue, goodwill, business, contractor wasted expenses;
3. Any loss which was not or could not have been reasonably foreseen even if we, our employees, subcontractors or agents did not follow this Contract; or
4. Any loss caused to you by the gas transporter or the DNO in excess of the amount we are entitled to recover from the gas transporter or the DNO on your behalf.

1. Affects or is likely to affect the security, availability and quality of the service of the distribution network; or
2. Causes danger or requires urgent attention regarding the supply or distribution of electricity.