Terms of Service

Last updated: January 2024

1. Introduction

These Terms of Service ("Terms") govern your use of energy supply services provided by Goosiacrod Energy Ltd ("Company", "we", "our", or "us"). By entering into a supply agreement with us, you ("Customer", "you", or "your") agree to be bound by these Terms.

2. Definitions

• "Supply Agreement" means the contract between you and us for the supply of electricity and/or gas
• "Premises" means the property where energy is supplied
• "Tariff" means the price structure for energy supply
• "Smart Meter" means an electronic device that records energy consumption and communicates remotely
• "Standing Charge" means the fixed daily charge for maintaining your energy supply

3. Supply of Energy

3.1 Service Provision

We will supply electricity and/or gas to your premises in accordance with:

• Your supply agreement
• These Terms of Service
• Applicable industry codes and regulations
• Our supply licence conditions

3.2 Service Availability

While we aim to provide continuous service, we cannot guarantee uninterrupted supply due to:

• Network maintenance and upgrades
• Emergency repairs and safety works
• Extreme weather conditions
• Third-party network issues
• Force majeure events

4. Pricing and Payment

4.1 Tariff Structure

Your energy charges consist of:

• Unit rate charges based on consumption
• Standing charges (fixed daily charges)
• Government levies and taxes
• Any additional services charges

4.2 Price Changes

We may change our prices by giving you at least 30 days' written notice. Price changes may occur due to:

• Changes in wholesale energy costs
• Regulatory changes and government levies
• Network and distribution costs
• Market conditions

4.3 Payment Terms

Payment is due within 14 days of the bill date unless otherwise agreed. We accept payment by:

• Direct debit (preferred method with discounts available)
• Credit or debit card
• Bank transfer
• Cash at PayPoint locations

4.4 Late Payment

If payment is not received by the due date:

• We may charge interest on overdue amounts
• We may restrict or disconnect your supply
• We may require additional security deposits
• We may instruct debt collection agencies

5. Meter Reading and Billing

5.1 Meter Readings

We will obtain meter readings through:

• Smart meter automatic readings
• Customer submitted readings
• Physical meter readings by our agents
• Estimated readings when necessary

5.2 Billing Frequency

Bills are issued:

• Monthly for direct debit customers
• Quarterly for other payment methods
• On demand for final bills

5.3 Billing Disputes

If you dispute a bill, you must notify us within 12 months. While investigating:

• You must pay the undisputed portion
• We will not disconnect supply for the disputed amount
• We will provide a detailed investigation
• Adjustments will be made if errors are found

6. Customer Obligations

6.1 Access to Premises

You must provide reasonable access for:

• Meter reading and maintenance
• Safety inspections
• Equipment installation or replacement
• Emergency situations

6.2 Equipment Care

You must:

• Keep meters and equipment safe from damage
• Report any damage or suspected tampering
• Not interfere with meters or supply equipment
• Ensure adequate ventilation around gas appliances

6.3 Information Accuracy

You must provide accurate information including:

• Contact details and address changes
• Meter readings when requested
• Changes in property use or occupancy
• Any safety concerns or incidents

7. Contract Duration and Termination

7.1 Contract Length

Supply agreements may be:

• Fixed-term contracts (12-60 months)
• Variable rate agreements
• Rolling contracts with notice periods

7.2 Customer Termination

You may terminate by:

• Giving required notice period (usually 28 days)
• Switching to another supplier
• Vacating the premises permanently

7.3 Company Termination

We may terminate the agreement if:

• You breach these terms persistently
• You fail to pay bills after formal notice
• You provide false information
• You refuse reasonable access

7.4 Early Termination Fees

Fixed-term contracts may include early termination charges if you exit before the end date.

8. Liability and Warranties

8.1 Service Standards

We will use reasonable care and skill in providing our services but cannot guarantee:

• Continuous, uninterrupted supply
• Specific voltage or pressure levels
• Protection from power quality issues

8.2 Limitation of Liability

Our liability is limited to:

• Direct costs resulting from our negligence
• Amounts specified in regulatory standards
• Maximum annual liability of £1,000 per customer

We are not liable for:

• Indirect or consequential losses
• Business interruption costs
• Third-party network failures
• Acts of nature or force majeure events

9. Data Protection and Privacy

We process your personal data in accordance with:

• UK General Data Protection Regulation
• Data Protection Act 2018
• Our Privacy Policy
• Industry data sharing arrangements

10. Complaints and Disputes

10.1 Complaint Process

If you have a complaint:

1. Contact our customer service team
2. We will acknowledge within 5 working days
3. Investigation completed within 8 weeks
4. Final response provided with resolution

10.2 Ombudsman Services

If unsatisfied with our response, you may refer the matter to:

• Energy Ombudsman
• Citizens Advice Consumer Service
• Ofgem for supply licence breaches

11. Regulatory Compliance

Our services are subject to regulation by:

• Office of Gas and Electricity Markets (Ofgem)
• Health and Safety Executive
• Department for Business, Energy & Industrial Strategy
• Local trading standards authorities

12. Force Majeure

Neither party is liable for delays or failures due to events beyond reasonable control, including:

• Natural disasters and extreme weather
• Government actions and regulatory changes
• Industrial disputes and strikes
• Cyber attacks and system failures
• Pandemic or health emergencies

13. Changes to Terms

We may update these Terms by:

• Providing 30 days' written notice
• Publishing changes on our website
• Explaining reasons for significant changes
• Offering opt-out rights where applicable

14. Governing Law

These Terms are governed by English law and subject to the jurisdiction of English courts.

15. Contact Information

For questions about these Terms or our services:

These Terms of Service constitute a legally binding agreement between you and Goosiacrod Energy Ltd. Please read them carefully and contact us if you have any questions.