1) Scope and who we are

These Terms apply to your use of the Website and any Services we make available in the United Kingdom. In these Terms, "Energy Plus", "we", "us" and "our" refer to the operator of energyplus.co.uk. "You" means the person or business using the Website or Services.

Additional terms may apply to specific tariffs, supply agreements, installation services, maintenance plans, smart devices, or partner services. If there is any conflict between these Terms and product- or tariff-specific terms, the latter will prevail for that product or tariff.

Nothing in these Terms affects your statutory rights under UK law.

2) Key definitions

• Consumer: An individual acting wholly or mainly outside their trade, business, craft or profession.
• Business Customer: A customer acting for the purposes of a business, trade or profession.
• Contract: A legally binding agreement between you and us for the supply of Services.
• Working Day: Monday to Friday, excluding public holidays in England and Wales.

3) Using our website

You agree to use the Website in accordance with these Terms and applicable laws. You must not misuse the Website, attempt unauthorised access, introduce malicious code, engage in data mining, or infringe the rights of others. We may suspend, restrict or terminate access if we reasonably suspect misuse.

Content on the Website is provided for general information and to help you make informed decisions. While we aim to keep information accurate and up to date, it may not be exhaustive or tailored to your circumstances. You should check key details before relying on them.

4) Eligibility and location

The Website is intended for users in the United Kingdom. If you access it from elsewhere, you are responsible for compliance with local laws. Services may be limited or unavailable in certain areas and premises types.

5) Accounts and security

To access some Services you may need to create an account. You agree to provide accurate information, keep your login details secure, and notify us promptly of any unauthorised use. We may suspend or close accounts where we reasonably suspect fraud, misuse or material breach.

6) Quotes, orders and contract formation

Any quote or price shown on the Website is an invitation to treat and not an offer. A binding Contract forms when we expressly accept your order (for example, by written confirmation) or when we start providing the relevant Service, whichever occurs first.

Where Services are provided by or via a third party (for example, installations or certain tariffs via a partner), the third party’s terms may apply in addition to these Terms. We will make this clear where relevant.

We may refuse an order where eligibility criteria are not met, where we are unable to verify identity or credit status, or for reasonable operational or regulatory reasons.

7) Cooling-off and cancellations

If you are a Consumer and you purchase Services online or by phone, you may have a 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This generally runs from the day after the Contract is formed. If you ask us to begin Services within the cooling-off period, you may be charged proportionally for Services supplied before cancellation.

Some Services may not be cancellable once fully performed (for example, once an installation has been completed with your agreement). We will make any exceptions clear before you order.

To cancel, please use our Contact page with your name, address, order or account number, and the Service you wish to cancel.

8) Pricing, billing and payments

• Prices: Unless stated otherwise, prices are in GBP and inclusive of VAT for Consumers. Business Customers’ prices may be exclusive of VAT.
• Tariffs and charges: For any energy plans or related services, your tariff or product-specific terms will set out unit rates, standing charges, and any additional fees. See our Tariff Terms where applicable.
• Billing: We may bill monthly or at another agreed interval. Estimates may be used where actual meter data is not available; adjustments are made when readings are received.
• Payment methods: We accept the payment methods shown during checkout or in your account, which may include Direct Debit, card payments, or bank transfer. Certain discounts may be conditional on paying by Direct Debit or going paperless.
• Late payment: If a payment is missed or reversed, we may charge reasonable late payment fees and statutory interest as permitted by law. We will contact you before taking further steps.
• Financial difficulty: If you’re struggling to pay, please contact us early. We will work with you to agree a fair and reasonable plan in line with applicable guidance.

9) Direct Debit terms

By setting up a Direct Debit, you authorise us to collect payments in accordance with your bill and any relevant Direct Debit Guarantee. We may review and adjust your Direct Debit amount periodically to reflect usage and account balance. You will be notified in advance of changes, in line with Direct Debit scheme rules.

10) Meters, access and smart devices

• Meter access: You agree to provide safe and reasonable access to your meters or equipment for readings, maintenance, inspections and installations.
• Smart meters and devices: Where smart devices are used, we may collect usage and technical data to provide Services, optimise performance, and support troubleshooting. Features may depend on network coverage and device compatibility.
• Safety: You must keep the area around equipment clear and inform us of any hazards. If we reasonably consider conditions unsafe, we may reschedule work.

11) Switching and moving home

If you switch provider or move property, please notify us with reasonable notice and provide final meter readings where requested. Early termination charges may apply only where clearly stated in your tariff or contract terms.

12) Promotions and referral programmes

From time to time we may offer promotions, credits, or referral rewards. Each promotion is subject to its own terms, eligibility criteria, time limits, and fair usage rules. We may withdraw or amend promotions where reasonably necessary.

13) Complaints and dispute resolution

We aim to resolve issues quickly and fairly. Please contact us via our Contact page in the first instance. We will acknowledge your complaint and keep you updated. If your complaint relates to regulated energy services and remains unresolved after our internal process, you may be able to escalate to the Energy Ombudsman. For general guidance on energy consumer rights, see Ofgem.

We will provide our full complaints procedure upon request or via our Complaints page.

14) Our responsibility to you

• We do not exclude or limit liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, fraud, or your statutory rights under the Consumer Rights Act 2015.
• Subject to the above, we will not be liable for loss or damage that was not reasonably foreseeable, or for business losses suffered by Consumers.
• For Business Customers, and to the extent permitted by law, our total liability arising under or in connection with the Contract or these Terms shall be limited to the total amount paid by you for the Services in the 12 months preceding the event giving rise to the claim.
• We are not responsible for failures or delays caused by events outside our reasonable control (force majeure), but we will take reasonable steps to reduce any impact.

15) Privacy and data protection

We respect your privacy. Our processing of personal data complies with UK GDPR and the Data Protection Act 2018. For details on what we collect, why we collect it, and your rights, please see our Privacy Policy.

Where we rely on consent (for example, for certain marketing), you can withdraw your consent at any time. You can also manage your preferences in your account or by contacting us.

16) Cookies

We use cookies and similar technologies to operate the Website, measure performance, and improve user experience. Where required, we obtain your consent via our cookie banner. You can manage preferences at any time. See our Cookies Policy for details.

17) Intellectual property

All content on the Website, including text, graphics, logos, icons, images, audio, video, software, and design, is owned by or licensed to us and is protected by intellectual property laws. You may not copy, modify, distribute, or create derivative works without our prior written permission, except as permitted by law for personal, non-commercial use.

18) Third-party links and partners

The Website may include links to third-party sites or services. We are not responsible for their content, policies, or practices. If you engage with a partner or third party, your relationship will be governed by their terms and privacy policy.

19) Changes to these Terms

We may update these Terms from time to time, for example to reflect changes in law, regulation, or our Services. Where the changes are material and affect an ongoing Service, we will give you reasonable notice using the contact details in your account or via the Website.

20) Suspension and termination

We may suspend or terminate your access to the Website or Services where reasonably necessary, for example in the event of a material breach, suspected fraud or misuse, or non-payment, or to comply with law or regulatory guidance. If we terminate a Service without fault on your part, we will refund any amounts paid for Services not yet provided.

21) Governing law and jurisdiction

These Terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. If you are a Consumer living in Scotland or Northern Ireland, you may bring legal proceedings in your local courts. The parties agree that the courts of England and Wales will have non-exclusive jurisdiction.

22) How to contact us

If you have questions about these Terms or need help with your account or an order, please visit our Contact page. We aim to respond within standard UK business hours on Working Days.

23) Accessibility and additional support

We are committed to accessibility and supporting customers in vulnerable circumstances. If you need communications in alternative formats or wish to join a Priority Services Register (where available), please contact us via our Contact page or see Priority Services.

24) Other important terms

• Severability: If any part of these Terms is found unlawful, the remainder remains in effect.
• No waiver: A delay in enforcing rights does not waive them.
• Assignment: We may transfer our rights and obligations under these Terms to another organisation. You may only transfer your rights with our prior written consent, unless permitted by law.
• Notices: We may provide notices via the Website, email, SMS, post, or your online account.

Frequently asked questions