Terms of Service

Last updated: December 2024

1. Introduction

These Terms of Service ("Terms") govern your use of the energy supply services provided by Impliciarl Energy Solutions Ltd ("Impliciarl", "we", "us", or "our"). By engaging our services, you agree to be bound by these Terms.

Please read these Terms carefully before using our services. If you do not agree with any part of these Terms, you should not use our services.

2. Definitions

In these Terms, the following definitions apply:

• "Customer" means any person or entity who enters into an agreement with us for the supply of energy
• "Energy" means electricity and/or gas supplied by us
• "Property" means the premises at which energy is supplied
• "Supply Agreement" means the contract between you and us for the supply of energy
• "Tariff" means our charges for the supply of energy as may be varied from time to time

3. Energy Supply Services

3.1 Supply of Energy

We will supply energy to your property in accordance with your Supply Agreement and these Terms. Our supply is subject to:

• Availability of energy through the relevant networks
• Your compliance with these Terms
• Payment of charges when due
• Safe and legal use of energy at your property

3.2 Supply Commencement

Energy supply will commence on the date specified in your Supply Agreement or as otherwise agreed. We may require a cooling-off period and credit checks before commencing supply.

3.3 Interruption of Supply

Energy supply may be interrupted due to:

• Network maintenance or emergencies
• Non-payment of charges
• Breach of these Terms
• Safety concerns
• Force majeure events

4. Pricing and Payment

4.1 Charges

You agree to pay all charges for energy supplied as set out in your tariff. Charges may include:

• Unit rates for energy consumed
• Standing charges
• Connection and disconnection fees
• Late payment charges
• Other fees as specified in your agreement

4.2 Billing

We will send you bills at regular intervals. Bills may be based on:

• Actual meter readings
• Estimated readings
• Smart meter data

4.3 Payment Terms

Payment is due within 14 days of the bill date unless otherwise specified. We accept various payment methods including direct debit, online payments, and bank transfers.

4.4 Late Payment

Late payment charges may apply to overdue amounts. Persistent non-payment may result in supply disconnection and debt recovery action.

5. Customer Obligations

5.1 Property Access

You must provide safe and reasonable access to your property for:

• Meter reading
• Maintenance and safety inspections
• Equipment installation or removal
• Emergency situations

5.2 Accurate Information

You must provide accurate and complete information when requested, including:

• Contact details
• Meter readings
• Changes to your circumstances
• Property information

5.3 Safe Use

You must ensure that energy is used safely and in accordance with applicable regulations. Any unsafe situations must be reported immediately.

6. Meter Reading and Data

6.1 Meter Readings

We may take meter readings at reasonable intervals or request that you provide readings. Smart meters may transmit readings automatically.

6.2 Data Use

We will use energy consumption data in accordance with our Privacy Policy and applicable data protection laws.

7. Switching and Termination

7.1 Your Right to Switch

You may switch to another energy supplier at any time, subject to any applicable notice periods and exit fees.

7.2 Termination by Us

We may terminate your agreement with reasonable notice or immediately in cases of:

• Material breach of these Terms
• Non-payment of charges
• Fraudulent activity
• Safety concerns

7.3 Final Bills

Upon termination, we will issue a final bill based on final meter readings. Any credit balance will be refunded.

8. Customer Service and Complaints

8.1 Customer Service

We provide customer service through various channels including phone, email, and online platforms. Our customer service standards are set out in our Customer Charter.

8.2 Complaints Procedure

If you have a complaint, please contact our customer service team. If we cannot resolve your complaint, you may refer it to the Energy Ombudsman.

9. Vulnerable Customers

We provide additional support for vulnerable customers, including:

• Priority Services Register
• Payment assistance schemes
• Alternative communication methods
• Emergency support services

10. Limitation of Liability

10.1 Our Liability

Our liability is limited to the maximum extent permitted by law. We are not liable for:

• Interruptions to supply beyond our control
• Network-related issues
• Consequential or indirect losses
• Loss of profits or business

10.2 Force Majeure

We are not liable for failure to perform our obligations due to circumstances beyond our reasonable control.

11. Data Protection and Privacy

We process your personal data in accordance with our Privacy Policy and applicable data protection laws. Your privacy rights are set out in our Privacy Policy.

12. Regulatory Compliance

Our services are regulated by Ofgem (Office of Gas and Electricity Markets). We comply with all applicable industry codes and regulations.

13. Changes to Terms

We may update these Terms from time to time. We will notify you of significant changes with appropriate notice. Continued use of our services constitutes acceptance of updated Terms.

14. Intellectual Property

All intellectual property rights in our website, services, and materials remain our property or that of our licensors.

15. Third Party Rights

These Terms are between you and us. No third party has any rights under these Terms except as expressly stated.

16. Governing Law

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

17. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

18. Entire Agreement

These Terms, together with your Supply Agreement and our Privacy Policy, constitute the entire agreement between us regarding your use of our services.

19. Contact Information

For questions about these Terms or our services, please contact us:

20. Emergency Contacts

For gas emergencies, contact the National Gas Emergency Service: 0800 111 999

For electricity emergencies, contact your local distribution network operator or call 105.

These Terms of Service are effective from the date shown above and replace any previous versions.