About your residential contract.

1.1 You and us 

Your contract is between: – you, the person (or people) responsible for use of the electricity and gas (we call that energy) we supply to the domestic property, and – us, E.ON Next Energy Limited, this will be to referred to as E.ON in the rest of this document.

If you've agreed a contract with us, details of your prices and tariff terms and conditions are in the confirmation email or letter we sent you.

1.2 Confirmation letters 

A confirmation letter may be sent to you by letter or email to: – give you details of your contract or a new tariff you've chosen, or – remind you that your fixed term tariff is coming to end, or – if you're on a variable tariff, tell you about changes to your prices or other terms and conditions

1.3 Your meter 

1.3.1 Non-smart meters Some meters record energy use at different times of day separately, such as Economy 7 (E7) or Economy 10 (E10). If your meter does this, we may be able to offer you different tariffs with cheaper rates at times when other people are less likely to be using energy (off-peak). Rates for other times of day (on-peak) may be higher than the equivalent single rate tariff.

If you don't use a lot of energy at night, you may be better off on a tariff with a single rate rather than an E7 or E10 tariff. E7 provides at least seven hours of energy at a cheaper rate and E10 provides at least 10 hours.

Some people may still have meters which have more than one off-peak time, or record heating use separately. These are known as complex meters and they are no longer available.

1.3.2 Smart meters

1.3.3 We may contact you at any time to offer you a Smart meter. We will arrange an appointment with you for the installation of this. If you repeatedly refuse to allow us to install a Smart Meter, you may not be eligible for our full range of products and services, which may include specific Smart Meter tariffs which may be cheaper.

1.3.4 If you have a Smart Meter that we can read without visiting your property, you agree that we can:

• Use the Smart Meter to remotely monitor your energy usage;

• Remotely repair and update the Smart Meter;

• Switch it from credit to prepayment mode or disconnect your supply (if we do this, we’ll tell you before this happens);

• Collect information about how your Smart Meter is working, for example to see if it has any faults or has been tampered with;

• Use information from your Smart Meter to do certain things, such as work out your bill and tailor our services and products to suit you better. We’ll only use this information to offer you products or services if you have given us your permission to do so;

• Take half hourly consumption data, provided you have agreed we can do this, or where you haven’t agreed to half-hourly readings, we may take daily readings, providing we have told you in advance, or else we’ll take monthly reading. We’ll have explained your consent options either while your Smart Meter was being installed, or at the point we found out you had a Smart Meter already installed by a previous supplier. You can change the frequency of your Smart Meter readings at any time by contacting us. If you’re on one of our half-hourly tariffs you’ll need to agree to us taking half hourly meter readings to be eligible for that tariff; and

• Take a meter reading at any other time where we are permitted to by Ofgem, e.g. to provide you with a bill or investigate a query on your account.

1.3.5 We’ll only use the information we collect from your Metering Equipment in line with our Privacy Policy.

1.3.6 You must tell us straight away if your Metering Equipment is damaged or stolen, stops working properly or if you think it has been tampered with.

1.3.7 You must not remove your Metering Equipment without our permission, and we may recover any Metering Equipment we have provided you with if our agreement with you ends.

1.4 Replacing your meter

1.4.1 Where we need to replace your meter, for example, because its due for a routine replacement, a fault, for safety reasons or during an emergency we will install a Smart Meter at your property. If we can’t fit a Smart Meter due to technical constraints or other restrictions , we will install a non-Smart Meter instead. 1.4.2 We may refuse any request to replace a Smart Meter with a non-Smart Meter, unless we feel that there are exceptional circumstances. 1.4.3 In some circumstances we may charge you if you ask us to replace your meter, except where it's faulty. We won't charge you to install or remove a non-smart prepayment meter.

1.5 Which laws apply to your contract? 

For properties in England and Wales, the laws of England and Wales apply to this contract. For properties in Scotland, the laws of Scotland apply. Nothing in this contract affects your legal rights. If we decide to ignore one or more of the terms in this contract, the others still apply. If a court decides that one or more of the terms in this contract isn't valid, the others still apply.

1.6 Transferring the contract 

We might transfer this contract to another company. If we do, it won't affect your rights to end the contract. We'll share your personal data with the company, so they can carry on supplying your energy. You can't transfer this contract to anyone else without our permission.

2.1 Deemed tariffs

If you've just moved into a property or have taken over responsibility for energy used at a property, you'll automatically be in what is called a deemed contract. This means you haven’t actively chosen a tariff with us so we’ll supply your energy on our Standard Variable tariff until you tell us you’d like a different tariff.

Our Standard Variable tariff has no end date and the prices can go up or down at any time. We'll contact you before we put the prices up. Contact us and we’ll do a credit check to see if we’ve got a better tariff for you. If you do not contact us, we may switch your meter into Prepayment mode.

If you move into a property where the energy needs to be paid for in advance, you may not be able to get any energy. You'll have to pay in advance if you have a Prepayment meter or a smart meter set to collect payments in advance.

If you're a landlord we'll charge you for any energy used and any other energy-related costs while the property is empty, unless we agree something else with you.

2.2 Switching to us

2.2.1 Changing your mind When you switch to us from another supplier, you've got 14 days from when you agree the contract to change your mind – this is what we call the cooling off period. You may contact us to cancel anytime within that 14 days.

2.2.2 Checking your credit rating Unless you will be paying by a prepayment method e.g. a classic prepayment meter or you have a smart meter in pay as you go mode, we may check your credit rating to understand what payment method will suit you best. We will get information about you from credit reference agencies and may also look at our records.

Depending on what the credit check says we may ask you to pay in advance, pay an upfront fee or pay a security deposit. To do this we might have to change your meter. You may lose any discounts you had as a result and may not be able to choose from our full range of tariffs.

We may also check your credit rating even if you haven’t contacted us. We will inform you about it in advance.

If you moved into a property supplied by us and haven’t contacted us, we may switch your smart meter into pay as you go mode.

If you don't pay us in the way and at the time we've agreed, you will go down a fast-tracked debt journey.

If you are currently paying in advance by a prepayment method and would like to change to another way of paying, we will need to check your credit rating.

2.2.3 Making your switch happen It shouldn't take more than 5 working days to switch you over to us, unless: – you've agreed a later date with us, or – your old supplier won't let you switch. This might be because you owe them money, or – we've had trouble getting the information we need, even though we've done everything we reasonably can to contact you, or – something's happened which we can't control.

2.2.4 Supplier of Last Resort

If you switch to us as a result of your previous supplier exiting the market, we will take reasonable steps to carry out any agreement we make with Ofgem, which may include honouring any credit balance held on your account with your previous supplier.

2.3 Ending your contract with us

You can arrange to switch to another supplier whenever you like. We may object if you owe us money. If your tariff has an end date, we may charge you a fee, known as an exit fee, if you switch more than six weeks before that date. Your confirmation letter will tell you about this.

2.4 How we'll contact you

Our service is designed around electronic communications (such as online, in the app, email, push messages, social media, live chat and voice). You need to tell us straight away if you change your email address, social media account or mobile phone number. If you choose not to use electronic communications, you will not be eligible for our full range of services and may not be eligible for some products. When you are ending your contract with us you need to provide us with your new address.

2.5 Managing your account online

2.5.1 Where possible you agree to manage your account online using your online account or by email.

2.5.2 If you don’t have a smart meter installed you will submit monthly meter readings. You can provide readings using the link in the email we send you or using your online account. If you don’t have an email or online account, you must call us. If you can’t read your meter, you must get in touch and let us know. If you do not provide us with the reading, we may move you onto to a different tariff. We will also send a meter reader to your property from time to time.

2.5.3 When you join us you need to provide your date of birth and sometimes your previous address so that we can do a credit check. You need to have a credit check before choosing one of our products.

2.5.4 You’ll receive a bill or statement, with notification of your next payment amount, in a pdf file format by email or a paper copy by post. If you have an online account, you’ll receive your bill via email:

2.5.5 You agree, where possible, to make any changes to your Direct Debit and contract changes by email, through your online account or using the mobile phone app;

2.5.6 You’ll keep your personal details (including current email address and telephone number) accurate and up to date.

2.5.7 You confirm that you’re 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).

2.5.8 Tell us if you change your premises from domestic to business use so we can make sure you are on the correct tariff. We reserve the right to move you onto a non-domestic tariff if this is appropriate.

2.5.9 Sometimes, your online account or our online services may be unavailable because of maintenance or problems we can't control. We'll do all we reasonably can to get things working as soon as possible.

2.6 When we can disconnect your energy

If you pay in advance, your supply will turn off automatically if there's no credit on the meter.

If you owe us money, we can disconnect your energy, but this is only a last resort. If you have trouble paying we’ll do everything reasonable to help. If we do end up disconnecting your energy, we'll contact you to tell you.

If you've got a smart meter, we can disconnect the energy without visiting your property. For any other kind of meter, you'd have to give us access to it. If you don't, we may get a warrant and we'll charge you for that.

We, or your network operator, can also disconnect your energy for safety reasons, or if we think you’ve broken the law. We'll charge you what it costs us to disconnect your energy and reconnect it again.

You can ask us to disconnect the energy temporarily, for instance while building work is going on, or you can ask us to disconnect it because you don't need it anymore, for instance because you're having the property demolished. There may be a charge for this.

2.7 Ending your contract

Your contract will end when: – you switch to another supplier, or – someone else becomes responsible for paying for energy at the property, or – we disconnect your energy supply, or – the energy regulator, Ofgem, orders another company to take over supplying your property.

This is very rare and the new supplier would contact you.

We can change the contract with you if: – you get a new meter fitted by your own agent or – you start using the property as business premises

In either of these cases, call us in advance and we'll explain what you need to do.

2.8 Cooling off

You have a 14 day cooling off period from the date the contract was agreed to undo your transfer to us if you wish.

You can choose a supply started date during this period or can wait until after this period has passed.

By choosing a supply start date within your cooling off period, you’ll be liable for any energy used even if you choose to leave us.

If you choose to withdraw from your contract during this period, whilst already on supply with us, after you’ve let us know, we’ll provide you with an additional grace period in which you must make a decision as to whether to choose another tariff offered by E.ON Next, move to a new supplier or return to your old supplier by contacting them to initiate the transfer process. If no action is taken, you’ll be placed onto our standard variable tariff.

If your chosen supply start date is after your cooling off window or you choose to withdraw before your supply start date, we’ll withdraw your transfer and you’ll remain with your current supplier.

If you’ve recently left E.ON Next and you’d like to return to us after choosing to withdraw from a new supplier during your cooling off period, it’s really important that you get in touch with us to let us know so that we can initiate the process to bring you back as quickly as possible. Once you’re back with us, we’ll place you on the tariff you were on previously for the length of time which remained.

3.1 Your energy charges

We work out your energy charges from: – the daily standing charge(s) that apply to your tariff times the number of days, plus – the unit rate(s) that apply to your tariff times based on the amount of energy you use We then take off any discounts applicable and add VAT.

Sometimes, you might also have to pay for: – leaving your contract early. Your confirmation email or letter will tell you if you have to pay an exit fee – replacing prepayment meter cards / keys or payment cards – sending copies of documents like bills or statements – charges for paying your bill late, getting back money you owe us or fitting a prepayment meter – interest on all outstanding charges which have built up – disconnecting or reconnecting your energy when you ask us to – moving, installing, reinstalling, testing or repairing a meter – moving the meter to somewhere else in the property – connecting to your local energy network – getting into your property to access the meter or disconnect your supply - Any reasonable cost we incur (including administration cost) because you failed to meet the Terms and Conditions of this contract. - Charges we are required to pass on to our customers by law or regulation or a regulatory authority (such as Ofgem)

3.1.2 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. The actual times that your night rate applies will depend on where you live. Contact us if you need confirmation of the times.

3.1.3 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.

3.2 Working out how much energy you've used

We work out your bill using a measure called kilowatt-hours (kWh). We need readings from your meter to do this.

Electricity: your meter automatically uses kilowatt hours. Gas: your gas meter measures how much gas you use in cubic metres or cubic feet.

How much energy you get from that gas depends on things like gas pressure and quality, so we have to convert the cubic metres or feet into kilowatt hours. How we work this out is covered in law.

3.3 Using estimated readings

We'll have to estimate how much energy you've used if: – we don't have a recent meter reading when we're due to send you a bill or statement – the reading we have doesn't seem to be right – your meter's faulty, or it's been damaged or tampered with We'll base our estimate on your previous readings. If we haven't got any readings, we'll base it on the average amount of energy someone in a property like yours uses. If you don't agree with our estimate, you can give us meter readings through your online account or use the contact details in your confirmation letter.

3.4 Discounts

Your confirmation email or letter will show what discounts you get, if any.

3.5 Revised bills or statements

We may send you a revised bill or statement if we find out: – the meter readings we used weren't accurate – your meter wasn't working properly – we had the wrong information about your meter We won't ask for payment for any charges for supply of energy that could reasonably relate to more than 12 months ago, unless you've behaved unreasonably or prevented us from getting any information.

3.6 Green Deal

Green Deal is a Government scheme that means a property can have energy-saving improvements fitted which are then paid for through the electricity bills for that property.

If your property has a Green Deal, you're responsible for paying the Green Deal charges. We'll collect these through your bills and pay them to your Green Deal provider. If you pay in advance, we'll collect the charges through your meter. Green Deal charges aren't included in the prices we agree with you when you switch to us or switch to a different tariff. We'll contact you about those charges as soon as we know what they are.

3.7 FiT payments

We're required to make Feed-in Tariff (FiT) payments under our supply licence. If your property's eligible, we can make FiT payments to you if: – you've got a FiT installation which is accredited by Ofgem or the Micro Certification Scheme (MCS); and – you get your electricity from us or from a non-mandatory FiT supplier when you apply for FiT payments

We pay what's set out in the Feed-in Tariffs Order 2012, as amended, and our electricity supply licence.

4.1 Paying in advance

4.1.1 You can pay in advance by Direct Debit (DD), cash or through a Smart Meter that is switched to prepayment mode, or a prepayment meter. We may need to change your meter and you may have to switch to another tariff to pay in advance for your energy, which means you may not be able to choose from our full range of tariffs. On Standard Variable Tariff (SVT) the price you pay for a unit of energy can go up or down. We’ll tell you before we put the prices up. We may ask you to pay in advance if we think you'll have trouble paying your bills.

If we need to change your meter you won't have to pay unless we have to move it to a different position.

If you pay in advance, we can set your meter to get back any money you owe us and what it cost us to get it back.

After we've fitted your prepayment meter, we'll agree with you whether you'll pay any amount you owe from your old way of paying in one go or whether you want to agree a payment plan to pay it off through your prepayment meter. If you pay it off in one go you must pay it within 7 working days.

4.1.2 You must top up your meter in advance to be supplied with energy;

4.1.3 You may be required to pay any extra charges for any additional services we may provide such as replacement keys, cards etc;

4.1.4 If the prepayment meter is adjusted to get back any charges that you owe, not just the costs of energy consumed. We will advise you of the proportion of each top up amount used as payment for these charges.

4.1.5 If you have a prepayment meter, you ‘ll be put on our Standard Variable tariff, which may be more expensive.

4.1.6 If you have to agree a re-payment plan with us, E.ON, and we believe that your financial circumstances have improved and/or you fail to keep up with the repayments we have agreed with you (for example you fail to top up your meter with credit) we will review your ability to pay and we may, where appropriate: - ask you to pay back the total amount you owe us straight away, or - increase the weekly rate at which you are paying back the debt (we will tell you about this before change it), or - seek to recover that debt by an alternative means (for example we may agree another payment method with you), or - take action against you through the courts to get back what you owe us

4.2 Paying other ways

4.2.1 If you don’t pay by Direct Debit and don’t have a prepayment meter, you’ll still be responsible for paying for the supply in full each month a different way, which you agree with us.

4.2.2 Payment is due when we bill you and we will give you a reasonable amount of time to pay (usually 7 days unless we agree something different).

4.3 Paying by Direct Debit

4.3.1 We prefer you to pay by fixed monthly Direct Debit. We'll agree a monthly amount with you and we'll contact you to confirm it. We will take the first payment around the time we start supplying your energy. After that you can agree a different payment date with us as long as is it not more than 28 days after your last payment. You can’t change your payment date without agreeing it with us. We may change the amount to prevent you from getting into debt.

4.3.2 You are responsible for paying for the supply until your Contract with us ends, including any charges or debts that remain outstanding at the end of your Contract which aren’t taken on by your new supplier. If you have entered into this Contract together with other people, each person will be jointly and individually liable for any money owed to us.

4.3.3 You should keep your account in credit and we’ll track and carry the balance forward to the next month’s Statement of Account;

4.3.4 We usually set your Direct Debit amount based on the amount of energy we think you’ll use over the year divided by twelve unless you pay by variable Direct Debit; which means you pay your bill in full when you receive one, so the amount may go up or down each time;

4.3.5 We aim to review your Direct Debit at least twice a year and will suggest we reduce your Direct Debit if we think it’s too high based on actual meter readings, or we can increase your Direct Debit if it’s too low to help you avoid building up debt;

4.3.6 We will notify you at least 5 working days before the Direct Debit is due to come out of your account;

4.3.7 Your Direct Debit amount will be shown on your statement, and you should contact us if you think your bill is wrong;

4.3.8 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;

4.3.9 We reserve the right to refuse to process any transaction we believe to be fraudulent or suspicious.

4.3.10 We normally ask for payment one month in advance but based on your credit history, which we get from a credit reference agency, we may need you to pay a security deposit. We won’t require you to pay a security deposit if you are on a prepayment Meter or have a Smart Meter installed which we operate in prepayment mode.

4.3.11 If you agree to pay your energy charges by Direct Debit but that arrangement fails due to insufficient funds, we will let you know and re-present the automated instruction within 5 working days. If your bank still won’t pay us, or if you tell us you don’t want to pay by Direct Debit any longer, we’ll change the way you pay. We’ll give you nine days’ notice, then we’ll start sending you bills instead of statements. You’ll have to pay these within 7 days. We may transfer you to the non-Direct Debit version of your tariff (which may not have the same beneficial rates or charges as applied to the original version of your tariff) and will give you notice of any change to the terms of this agreement. If your tariff does not have a non-Direct Debit version, we may transfer you to the nonDirect Debit version of our standard tariff. In either of these cases your monthly payments may not be enough to pay for your usage and then there may be an outstanding balance due for payment immediately.

4.3.12 We will follow the rules for the Direct Debit Guarantee.

4.4 Other payment terms

4.4.1 During your contract we may review the amount of the security deposit you paid us based on your circumstances.

4.4.2 If we have agreed to supply you so long as you pay us a deposit or pay us in advance and you don’t do this, we reserve the right to end this contract. If that happens, you’ll be supplied under a Deemed Contract unless we agree a different contract with you.

4.4.3 If you request a refund of credit on your account, you must have provided us with a meter reading within 14 days of your request, unless you have a Smart Meter that we can collect readings from remotely. If it is a final bill you must also have provided us with a forwarding address.

4.4.4 We will not try to recover charges for your Energy that are older than 12 months unless we have already tried to recover these charges, or you have behaved obstructively or unreasonably.

4.4.5 If you have an account with us, we will routinely share information about your payment record with credit reference agencies. If we consider that your account is in default (i.e. you have not paid us and are in breach of your contract) we will notify you and if you do not pay us, we will report the unpaid debt to credit reference agencies who will record that as a default on your credit file.

4.5 Changing how you pay

You can ask us to change the way you pay at any time. Sometimes you may also need to change to a different tariff. If we agree, we'll confirm the changes to your contract and tell you when they start.

Your standing charge may change. We may change how often we send your bills. We'll contact you about this.

If you want to change from paying in advance to another way of paying, you may need to let us check your credit rating.

4.6 What we pay off first

We'll use what you pay us to pay off your energy charges, then your non-energy charges. We'll pay off the oldest charges first. If you've got more than one account with us, we'll decide which account to make the payment to, unless we've agreed a payment plan for a specific account.

4.7 If you're having trouble paying

If you’re having trouble paying, please see your confirmation letter for how to contact us. We will seek to understand your current circumstances and ability to pay. We may be able to:

• Offer a suitable payment arrangement

• Offer to install a prepayment meter to manage your supply

• Offer, where appropriate, to deduct payments from eligible benefits

• Offer advice on how to use less energy

• Offer to use any credit you hold on another account with us to offset any balance that has accrued

We will continue to offer the services above where, following direction from Ofgem, another company takes over supplying your property. If following reasonable attempts to make available the services above, we have been unable to agree a resolution, we will commence activity to recover what you owe and may charge you what it costs us to get back the money you owe us in a proportionate way.

4.8 If you don't pay us as we've agreed

If you don't pay us in the way and at the time we've agreed we may:

4.8.1 Offer you a payment plan which suits your circumstances;

4.8.2 Need you to pay your account up to date and we may change your Direct Debit arrangement so that it takes the full amount of your bill each month plus any debt you owe us rather than just a fixed amount;

4.8.3 Change the amount of your fixed Direct Debit or change the prepayment meter payments to get back the money you owe us;

4.8.4 Install a prepayment/PAYG meter or switch your existing meter into PAYG mode;

4.8.5 Provide information about your non-payment to credit reference agencies, which may affect your ability to get credit in the future;

4.8.6 Take legal action;

4.8.7 Refer your account to a debt collection agency or sell your debt to another company;

4.8.8 We may charge you to get back the costs of collecting payments from you, especially all costs we have to pay to get back the money you owe us, including bank charges due to cancelled or failed payments, the cost of visiting you, including through any debt collection agency, getting a Warrant of Entry from a Magistrates Court to get access to our meter and installing a meter in prepayment mode, cost of finding you if you have moved and not given us a forwarding address;

4.8.9 We may also charge interest 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;

4.8.10 If you don’t pay your bill in the way and at the time we’ve agreed or we believe that you are at risk of failing to make the payments that you owe us, we’ll work out your ability to pay and we may ask for payment out of any benefits you may be getting.

5. Moving out

5.1 If you're not responsible for the property anymore, you need to tell us. Otherwise we'll keep charging you until someone else takes over responsibility for the energy.

5.2 Within 14 days of your move, provide us with a final meter reading and your new address so we can send you a final bill or any credit we owe you. If you've got a smart meter, we can take a reading ourselves. We can also clear your data from the meter and the Smart Energy Display. Make sure you leave the Smart Energy Display behind.

5.3 We'll do everything reasonable to send you your final bill or statement within six weeks of you moving out (or of us finding out you've moved). You'll need to pay it within 14 days of us sending it unless we agree something else with you. We'll use your final reading. If you haven't given us one, we'll use the new occupant's reading or, if we don't have that, our own estimated reading.

5.4 If you have a credit on any E.ON account when you move, we may use it to pay off a debt on any other account you have with us. This might be for a different fuel or property. We'll pay you anything that's left so make sure we have your new address.

5.5 If you move out of a property with Green Deal charges due, you'll have to pay those charges up to the date you move out, on top of anything else you owe.

6. Switching supplier

6.1 If you switch supplier, we'll do everything reasonable to make the switch happen within 5 working days of the new supplier telling us.

If you have a smart meter, it might not work with your new supplier. Talk to us or your new supplier about this.

We'll do everything reasonable to send you your final bill or statement within six weeks of you switching. You'll need to pay it within 14 days of us sending it unless we agree something else with you.

If subsequent information becomes available, and we need to correct an error in your final bill, we will do this as quickly as we can.

We can stop you switching if you owe us money. If you pay in advance you can switch as long as you owe £500 or less for each fuel. Both you and your new supplier would have to agree to move the debt over to them.

If you've been paying in advance through a smart meter we'll change your meter to credit mode (that means paying after you’ve used energy or ‘in arrears’, not in advance). We'll clear the settings on your meter and Smart Energy Display at about midnight on the day your switch happens.

Your new supplier will start collecting any Green Deal charges you owe on your new property.

If you have a credit on any E.ON account when you've switched, we may use it to pay off a debt on any other account you have with us (for example for a different fuel or property). Any remaining credit will be paid to you as long as you gave us an up to date meter reading.

6.1.1 If you do choose to switch supplier all outstanding amounts will need to be paid.

6.1.2 We may end this Contract immediately if: - You are in material breach of the Contract; - You did not pay us what you owe us when we asked; and - You no longer own or occupy the Premises; and - We no longer have the relevant licences to supply your Energy. - Ofgem gives a “Last Resort Supply Direction" to another supplier in respect of the Energy in relation to the Premises.

7.1 Standards of service

Energy is delivered to your meter by your local network operator. You can call them on 105. You'll find details about them on your bill or statement.

Things can happen that can't be controlled by them or by us. For instance, your electricity or gas might be of lower quality than usual.

7.2 Electricity National Terms of Connection

We're acting on behalf of your electricity network operator to make an agreement with you. The agreement is that you and your electricity network operator both accept the National Terms of Connection (NTC) and agree to keep to its conditions. This'll happen from the time that you enter into this contract and it affects your legal rights. The NTC is a legal agreement. It sets out rights and duties in relation to the connection at which your network operator delivers electricity to, or accepts electricity from, your property.

If you want to know who your network operator is, or want a copy of the NTC or have any questions about it, please write to: Energy Networks Association, 1st Floor, 4 More London Riverside, London, SE1 2AU, phone: 0207 706 5137 or see connectionterms.org.uk.

7.3 Emergencies

If anyone living in your property has a serious medical condition or a disability, let us know. Where appropriate, we'll tell your network operator, so they can try to make sure you can still use essential equipment if there's a loss of supply.

In a gas emergency, we or your network operator might ask you to turn down gas appliances or stop using gas altogether. You'll need to follow any instructions we give you.

Sometimes your gas might be turned off because there's not enough available in the network. This is called a gas deficit emergency. It's rare, but if it happens you might qualify for compensation. It'd be worked out in line with a document called the Uniform Network Code. We'll add the payment to your account as soon as the people who run the gas transmission grid tell us we should.

7.4 Meter faults and problems

If you think your meter is faulty, contact us using the contact details on our website so we can test it. You pay for the test, but if the meter does turn out to be faulty, we'll refund you. Until we've fixed the fault, we'll estimate how much energy you've used.

7.5 Getting access to your meter

You must let us, anyone we authorise, or your network operators, have access to your meter at any time. This'll be in normal working hours unless it's an emergency or we've agreed a time with you.

We'll also take as much care as we can while we're in your property.

We need to inspect your meter regularly to check it's safe and working properly.

If you don't let us have access to your meter, we can charge you our costs. That could include the cost of a warrant.

8. Complaints

8.1 If you haven’t received the service you'd expect, you can contact us and we’ll follow the complaints policy on our website.

8.2 If you need independent advice at any time you can contact Citizens Advice by phone on 0808 223 1133 or visit their website at www.citizensadvice.org.uk/energy/. Their service is free, independent and confidential.

8.3 When you send a formal complaint, we will do everything in our power to resolve the issue.

8.4 If we can’t agree on a solution with you, we’ll write to you to explain our position and our best offer. This is known as a deadlock letter.

8.5 If you don’t want to accept the suggestion in the deadlock letter, or if the issue has dragged on for more than eight weeks, then you can refer the issue to the Energy Ombudsman.

They offer a free and impartial service that sorts out disputes between energy companies and customers.

You can get in touch with the Ombudsman by: – phone on 0330 440 1624 – email at enquiry@energyombudsman.org

What they decide is legally binding for us, but not for you.

8.6. We’ll put details of any changes to our complaints process on our bills, statements, and website.

8.7 If you bought your energy online, you could use the Online Dispute Resolution (ODR) Platform at http://ec.europa.eu/consumers/odr/ to try to settle the dispute by completing the online form.

Please do not do this until you have followed our internal complaints process as set out above. As part of the ODR process we need to agree with you which dispute resolution body needs to hear your complaint. If we cannot agree then your complaint will not be processed further - please see the site for more information.

9.1 Our responsibilities

We're not liable for:

• any harm to you, which we couldn't have expected when we agreed your contract

• any damage you suffer that's outside our control, whatever caused it

If the network operator causes you loss or damage, we'll only be responsible for what we're entitled to get back from them on your behalf.

The maximum we or the network operator can pay in any one year (January to December) for any incident, or related series of incidents, is £1,000,000. That limit doesn't apply if someone's died or been injured, or if the law doesn't limit liability.

9.2 Your responsibilities

You're responsible for all energy you use at the property, paying bills in line with this contract and taking care of the meter. If more than one person's responsible for using electricity and gas at the domestic property, you'll all be responsible – as individuals or together – for paying your bills.

You are responsible for paying for the supply until your Contract with us ends, including any charges or debts that remain outstanding at the end of your Contract which aren’t taken on by your new supplier. If you have entered into this Contract together with other people, each person will be jointly and severally liable for any money owed to us. You will all become each others’ financial associates which will be recorded on your credit report and may affect your credit score in the future.

You must take care of the meters at the property, including making sure they're protected from the weather. You're responsible for making sure there's a meter box or cover for the meter or replacing them.

You must let us know straight away if you think your meter's damaged or if you think it's been tampered with. If the damage is your fault or caused by your negligence, we'll charge you for repairing or replacing the meter. We can prosecute anyone responsible for damaging or tampering with metering equipment. It's illegal and dangerous to interfere with our equipment, or the network operator's, for example to steal energy, or try to.

If you've got a smart meter, you must not let anything stop it communicating with us.

10.1 Processing your data

For the purpose of supplying you with energy under this contract E.ON will be the ‘data controller’.

This means E.ON UK plc, and the companies owned by E.ON UK plc who provide energy and related products and services. For further information on how we’ll process your personal data please see our privacy notice (eonenergy.com/privacy) which we’ll amend from time to time.

10.2 Your rights

You've a number of rights which relate to the access to and control of your data. These are also set out in our privacy notice.

11.1 About these tariffs

11.1.1 Some tariffs are only available if you pay by Direct Debit and manage your account online. This will be confirmed when you agree your contract and also confirmed in your welcome letter.

11.1.2 If it is a condition of the tariff you chose with us and you are eligible, you agree to the installation of Smart Meter(s). If you fail to arrange and keep a suitable appointment with us to have Smart Meter(s) installed within 90 calendar days (or other time we agree with you) of your tariff start date, we may move you to our Standard Variable Tariff, which may be more expensive than the tariff we have quoted to you and may not have the same features and benefits. If we identify that the installation is not possible for technical reasons, you will remain on your chosen tariff.

11.1.3 If your tariff has an end date, we might charge you a fee, known as an exit fee, if you switch more than six weeks before that date. Your welcome letter will tell you about this.

11.1.4 Some of our fixed term tariffs come with 100% renewable electricity. If this applies to your tariff, it will be set out in your principle terms. For these tariffs, all of the electricity we supply to you will be from renewable sources such as wind, solar and biomass. We do this through agreements with generators of renewable power, E.ON's own renewable generation assets, or through the purchase of renewable electricity certificates. We may, at our sole discretion, substitute the renewable certificates and use an alternative product or scheme that we consider to be equivalent. If for any reason we're unable to supply all or part of your electricity from a renewable source, we will notify you of the relevant change 30 days before it becomes effective.

11.2 About your prices

Your prices are shown in your confirmation letter. These prices and your terms and conditions will stay the same until the end date shown in your confirmation letter, unless:

• you stop paying by Direct Debit, or a Direct Debit payment fails

• you do not provide us with your meter reading – you owe us money and we switch you to paying in advance

• a law or regulation means we need to make a change (like VAT changes)

• we had to end the contract due to your not adhering to what we agreed – the Government or our regulator (Ofgem) tells us to change our prices

You can arrange to switch to another of our tariffs or to another supplier at any time without giving notice, but if you switch supplier before we send you your renewal notice we may charge you an exit fee. See your confirmation letter for details.

11.2.1 If you change your payment method then your standing charge and unit rate may increase and you may lose any discounts associated with the tariff.

11.2.2 If you don’t pay for your energy as agreed you may be moved onto our Standard Variable tariff, this may mean your prices increase

11.3 What happens at the end date

At the end date, if you haven't switched supplier or agreed a new tariff with us, unless you choose to move onto a new Fixed Rate Tariff, Variable Rate Tariff or Time of Use Tariff, subject to availability and at our discretion, we will automatically transfer you to either:

11.3.1 The cheapest Variable Rate Tariff; or

11.3.2 A Relevant Fixed Term Default tariff that is cheaper than (or as cheap as) our cheapest Variable Rate Tariff with no exit fees, in each case calculated based on our estimate of your annual energy usage and as appropriate for your payment method, meter type and other relevant account arrangements.

11.3.3 If you move onto a new Fixed Rate Tariff when your previous Fixed Rate Tariff ends, we’ll start a new contract based on the new Fixed Rate Tariff on the date the old one ends. Prices on our standard variable tariffs can change at any time but will never be more than the cap set by Ofgem. We'll contact you about six weeks before your end date with all the details about the tariff we'll switch you to.

11.3.4 If you switch supplier or switch to another tariff our price protection rules may apply, this means you can switch to another of our tariffs up to 20 working days after the changes are due to start and we'll keep you on your old prices and terms and conditions until your switch is complete.

If you decide to switch to another supplier, they'll let us know. If they tell us no more than 20 working days after the changes are due to start and your switch is then completed within six weeks, we'll keep you on your old prices and terms and conditions until your switch is complete.

However, if you owe us money we may stop you from switching supplier – we'll let you know. If you pay the money you owe us no more than 30 working days after we've let you know about it, you'll be able to carry on with your switch. We'll keep you on your old prices and terms and conditions providing your switch is completed within six weeks.

12.1 About this tariff

Your prices are in your confirmation letter. We can change the prices, or these terms and conditions, at any time. Prices on our standard variable tariffs will never be more than the cap set by Ofgem.

Our Standard Variable Tariff doesn’t have an end date. You'll stay on this tariff unless you switch to another of our tariffs, or switch to another supplier. You don't need to give us any notice, and we won't charge you an exit fee to leave.

12.2 Putting up our prices or changing these terms in a way that makes you worse off

If we increase our tariff prices or change our terms and conditions in a way that's less favourable to you, we'll contact you before the changes takes effect. If you don't want to accept the changes, you can switch to another of our tariffs or another supplier and our price protection rules may apply.

You can switch to another of our tariffs up to 20 working days after the changes are due to start and we'll keep you on your old prices and terms and conditions until your switch is complete.

If you decide to switch to another supplier, they'll let us know. If they tell us no more than 20 working days after the changes are due to start and your switch is then completed within six weeks, we'll keep you on your old prices and terms and conditions until your switch is complete.

However, if you owe us money we may stop you from switching supplier – we’ll let you know. If you pay the money you owe us no more than 30 working days after we've let you know about it, you'll be able to carry on with your switch. We'll keep you on your old prices and terms and conditions providing your switch is completed within six weeks.

Terms for our Next Pumped tariff (from 16 April 2025)

1. Tariff terms and conditions

1.1 In addition to E.ON Next standard residential terms and conditions the following terms will apply:

2. About this tariff

2.1 Because the wholesale prices of electricity vary during the day based on supply and demand, we are able to vary the prices that we charge to our customers during the day.

2.2 This tariff offers you the option to use electricity at a lower price (pence per Kilowatt hour unit rates) during defined ‘off peak’ hours of 22:00 - 06:00, while charging a peak rate between 16:00 -19:00 and a standard lower rate at all other hours of the day. 

2.3 The rates for each period on this tariff are fixed for 12 months and there are no exit fees if you decide to switch to another tariff or supplier within the 12 month period.

2.4 Due to the way this tariff works, your In-Home Display will stop working. However, you will be able to keep up to date with your usage through our app.

2.5 Next Pumped is a new and evolving beta product. Our communications and your online account may look and behave a little differently to normal as we continue to optimise the product.

3.Your quote

3.1 You will have received a quote before accepting this tariff which was based on your estimated annual consumption.

3.2 Your quote was based on the following assumptions:

3.2.1 Your heat pump has an efficiency of 300% and 80% of your previous gas usage went towards heating your home.

3.2.2 You use your electricity in the following proportions each day:

• 24% of your total consumption during the off-peak hours of 22:00 - 06:00

• 59% of your total consumption during the standard hours of 06:00 - 16:00 and 19:00 - 22:00

• 17% of your total consumption during the peak hours of 16:00 - 19:00.

4. Eligibility

4.1 To be eligible for this tariff you must have:

• 4.1.1 A heat pump or an electric boiler in your home.

• 4.1.2 A smart meter that can send meter reads automatically.

• 4.1.3 Consented for us to obtain consumption data from your smart meter at 30 minute intervals. We will use this data to bill you, so you can view your energy consumption on your online account, and for settlement of our purchasing on the electricity markets.

• 4.1.4 You must pay for your energy by monthly Direct Debit, and manage your account online.

4.2 If you withdraw consent for us to read your electricity consumption through your smart meter every 30 minutes, the tariff will end, and you will move to our Standard Variable Tariff (SVT), Next Flex.

4.3 If you stop paying by Direct Debit and/or managing your account online, we reserve the right to end the Next Pumped tariff and switch you to our Standard Variable tariff, or another tariff of your choice for which Direct Debit and online account management are not a requirement.

4.4 This tariff is designed to suit homes with a heat pump. You can keep this tariff if you move house and still meet the eligibility criteria.

5. Charges and payment

5.1 The Supplier will work out the electricity charges by multiplying the relevant unit rate with how many kilowatt hours (‘kWh’) the Customer uses during off-peak and standard periods, using the half-hourly readings received from the Customers’ smart meter.

5.2 The Supplier will bill the Customer on a monthly basis. The bill will consist of the consumption charges calculated on the basis of the meter readings and the standard and off peak unit rates, Standing Charge, VAT at 5%.

5.3 The Customer’s bill will be calculated based on actual energy usage as recorded by the smart meter. Any failure of the meter to transmit accurate data will result in estimated billing until the issue is resolved.

5.4 As this is a continuously evolving product, the customer’s bill will display labelling that doesn’t quite match up to how the product has been described. This will be changed in future, however, where annual estimated usage is shown on the bill - the labels mean the following; Day = Peak rate (16:00 - 19:00) Night = Super Off Peak rate (22:00 - 06:00) Off Peak = Off Peak rate (06:00 - 16:00 and 19:00 - 22:00).

5.5 The Customer will be liable for all charges incurred under the terms of this tariff.

5.6 In the event of a technical fault resulting in the inability to obtain the Customer’s usage data, or where the Customer’s meter ceases communication with the Supplier’s system, the Supplier will make reasonable efforts to re-request the missing Half-Hourly (HH) consumption data for a period of seven (7) consecutive days from the initial identification of the fault.

5.7 If the Supplier remains unable to collect the missing data after the seven (7) day period, the system will automatically estimate the missing volume using available read data from other periods. 

5.8 The charge for the estimated usage will be calculated using the product’s lowest unit rate to ensure the Customer is not unduly disadvantaged.

5.9 In instances where data is missing for more than four (4) days within a consecutive thirty (30) day period, the Supplier will apply the Customer’s historical consumption average to determine the charge for the uncollected data. 

5.10 The Supplier will also undertake a thorough investigation to identify and rectify the underlying cause of the communication failure.The Supplier will also make every effort to contact the customer throughout the investigation process to ensure transparency and resolution.

5.11 Where/if the missing data issue persists or does not meet the predefined criteria for automated resolution, the Supplier will conduct a manual intervention and ensure that billing is processed in an accurate and fair manner. 

5.12 In the event the Supplier is unable to start communicating with the Customers’ meter again, we will contact you to discuss the options available. If the Supplier is unable to contact the Customer, they will move them to their Standard Variable tariff (Next Flex) and let them know in accordance with the Suppliers’ obligation.

6. Testing your smart meter

6.1 If you’re switching to us from another supplier we must run test-reads of your smart meter for up to 15 days. During this period, you will remain on our Standard Variable Tariff (SVT), Next Flex.

6.2 If you are already an E.ON Next customer, we must run test-reads of your smart meter for up to 5 days and you will remain on your existing tariff during this period.

6.3 If the tests are successful, your tariff begins when the tests have completed.

If the tests fail, we will put you on to our SVT, and contact you with options, for example, to switch back to your previous supplier, choose another supplier, continue on the SVT or choose one of our other products. 

6.4 On the SVT, your unit rate is the same all day (there would not be a lower off-peak unit rate(s) and time(s)).

6.5 We reserve the right to withdraw this tariff at any point.

Terms for our Next Store & Save tariff.

Tariff Terms and Conditions

In addition to E.ON Next standard residential terms and conditions the following terms will apply:

1 Contractual Agreement

1.1 This document constitutes a legally binding agreement between you ("the Customer") and E.ON Next ("the Supplier") for the provision of the Next Store & Save Fixed 12m tariff.

1.2 The tariff is a fixed-term contract for a period of 12 months, commencing from the date the Customer’s supply starts under this tariff.

2 Eligibility

2.1To be eligible for this tariff the Customer must have:

2.1.1 A solar battery storage system installed in your home.

2.1.2 Possess a functioning smart meter capable of transmitting half-hourly usage data to the Supplier.

2.1.3 Consented for the Supplier to obtain consumption data from the Customers smart meter at 30 minute intervals. The Supplier will use this data to bill the Customer.

2.1.4 Pay by Direct Debit and manage the account online via the Next Connect app.

2.1.5 If the Customer withdraws consent to read the electricity consumption through their smart meter every 30 minutes, the tariff will end, and they will move to the Standard Variable Tariff (SVT), Next Flex.

2.1.6 If the Customer stops paying by Direct Debit and/or managing their account online, the Supplier reserves the right to end the Next Store & Save tariff and switch the Customer to the Standard Variable tariff, or another tariff of the Customers’ choice for which Direct Debit and online account management are not a requirement.

2.2 By entering this contract, the Customer confirms they meet these eligibility criteria.

3 About this tariff

3.1 Because the wholesale prices of electricity vary during the day based on supply and demand, we are able to vary the prices that we charge to our customers during the day.

3.2 This tariff offers the Customer the option to use electricity at a lower price (pence per Kilowatt hour unit rates) during defined ‘off peak’ hours of 02:00 - 05:00.

3.3 Whilst charging a standard rate at all other hours of the day.

3.4 The rates for each period on this tariff are fixed for 12 months.

3.5 There are no exit fees if the Customer decides to switch to another tariff or supplier within the 12 month period.

3.6 Due to the way this tariff works, the Customers’ In-Home Display will stop working. However, the Customer will be able to keep up to date with their usage through the Supplier’s app.

3.7 Next Store & Save is a new and evolving product. The Supplier’s communications and the Customers’ online account may look and behave a little differently to normal as the Supplier continues to optimize the product.

3.8 This tariff is designed to suit homes with a solar battery. Customers can keep this tariff if they move house and still meet the eligibility criteria.

4 Your quote

4.1 The Customer will have received a quote before accepting this tariff which was based on their estimated annual consumption. The quote was/will be based on the following assumptions:

• The Customers’ battery system charges and discharges with 95% efficiency

• The battery will charge from any excess solar generation when available and will be charged from the grid during off-peak periods.

5 Charges and payment

5.1 The Supplier will work out the electricity charges by multiplying the relevant unit rate with how many kilowatt hours (‘kWh’) the Customer uses during off-peak and standard periods, using the half-hourly readings received from the Customers’ smart meter.

5.2 The Supplier will bill the Customer on a monthly basis. The bill will consist of the consumption charges calculated on the basis of the meter readings and the standard and off peak unit rates, Standing Charge, VAT at 5%.

5.3 The Customer’s bill will be calculated based on actual energy usage as recorded by the smart meter. Any failure of the meter to transmit accurate data will result in estimated billing until the issue is resolved.

5.4 As this is a continuously evolving product, the customer’s bill will display labelling that doesn’t quite match up to how the product has been described. This will be changed in future, however, where annual estimated usage is shown on the bill - the labels mean the following; Day = Peak rate (16:00 - 19:00) Night = Super Off Peak rate (02:00 - 05:00) Off Peak = Off Peak rate (05:00 - 16:00 and 19:00 - 02:00).

5.5 The Customer will be liable for all charges incurred under the terms of this tariff.

In the event of a technical fault resulting in the inability to obtain the Customer’s usage data, or where the Customer’s meter ceases communication with the Supplier’s system, the Supplier will make reasonable efforts to re-request the missing Half-Hourly (HH) consumption data for a period of seven (7) consecutive days from the initial identification of the fault.

5.6 If the Supplier remains unable to collect the missing data after the seven (7) day period, the system will automatically estimate the missing volume using available read data from other periods. The charge for the estimated usage will be calculated using the product’s lowest unit rate to ensure the Customer is not unduly disadvantaged.

5.7 In instances where data is missing for more than four (4) days within a consecutive thirty (30) day period, the Supplier will apply the Customer’s historical consumption average to determine the charge for the uncollected data.

5.8 The Supplier will also undertake a thorough investigation to identify and rectify the underlying cause of the communication failure.The Supplier will also make every effort to contact the customer throughout the investigation process to ensure transparency and resolution.

5.9 Where/if the missing data issue persists or does not meet the predefined criteria for automated resolution, the Supplier will conduct a manual intervention and ensure that billing is processed in an accurate and fair manner.

5.10 In the event the Supplier is unable to start communicating with the Customers’ meter again, we will contact you to discuss the options available. If the Supplier is unable to contact the Customer, they will move them to their Standard Variable tariff (Next Flex) and let them know in accordance with the Suppliers’ obligation.

6 Testing your smart meter

6.1 If the Customer is switching to the Supplier from another Supplier they must run test-reads of their smart meter for up to 15 days. During this period, they will remain on the Suppliers’ Standard Variable Tariff (SVT), Next Flex.

6.2 If the Customer is already an E.ON Next customer, they must run test-reads of their smart meter for up to 5 days and they will remain on your existing tariff during this period.

6.3 If the tests are successful, your tariff begins when the tests have completed.

6.4 If the tests fail, the Supplier will transfer the Customer to the Standard Variable tariff (SVT), and contact them with options, for example, to switch back to their previous supplier, choose another supplier, continue on the SVT or choose one of the Suppliers’ other products.

6.5 On the SVT, the unit rate is the same all day (there would not be a lower off-peak unit rate(s) and time(s)).

7 Data Collection and Privacy

7.1 By accepting this contract, the Customer consents to the collection and use of half-hourly electricity consumption data for billing purposes and to facilitate smart charging.

7.2 All personal data collected will be handled in accordance with applicable data protection legislation and the Supplier’s Privacy Policy.

8 Termination and Exit

8.1 The Customer may terminate this contract without incurring any exit fees by notifying the Supplier at any time during the 12-month term.

8.2 The Customer must give the Supplier reasonable notice before switching to a new energy supplier. Failure to do so may result in delays in processing the switch.

8.3 Upon termination, the Customer will remain liable for any outstanding payments due up to the effective date of termination.

9 Governing Law and Jurisdiction

9.1 This contract shall be governed by, and construed in accordance with, the laws of England and Wales

9.2 Any disputes arising under or in connection with this contract shall be subject to the exclusive jurisdiction of the courts in England and Wales.

9.3 The Supplier reserves the right to withdraw this tariff at any point.

Tariff Terms and Conditions.

In addition to E.ON Next standard residential terms and conditions the following terms will apply.  In the event of any inconsistency between these terms and the standard terms and conditions, these terms shall prevail.

1. About this tariff.

1.1 Tariff duration: This tariff offers electricity at a lower price during a daily defined ‘off peak’ period of 7 hours, and a higher standard rate at all other hours of the day.

1.2 Confirmation of your actual prices and off peak times will be sent to you by email.

1.3 No exit fees will apply if you decide to switch to another tariff or supplier within the 12 month period.

1.4 Charges: You shall be liable for the daily standing charge and unit rates for each fuel under this tariff. Additionally, Valued Added tax (VAT) shall be applied.

1.5 The prices stipulated in your contract shall remain unchanged except under the following circumstances:

1.6 You elect to change your tariff.

1.7 Governmental or regulatory bodies mandate changes necessitating price adjustments, such as modifications in the applicable VAT rate. In the event of such changes, we shall provide you with a notice of any resulting price adjustments.

1.8 Due to the way this tariff works, your In-Home Display will stop working. 

1.9 Next Drive tariff is a new and evolving beta product. Our communications and your online account may look and behave a little differently to normal as we continue to optimise the product.

2. Charges and payment.

2.1 We will work out your electricity charges by multiplying the relevant unit rate with how many Kilowatt hours (‘kwh’) you use during the off-peak and standard periods, using the half-hourly readings we get from your smart meter.

2.2 We will bill you on a monthly basis. Your bill will consist of the consumption charges calculated on the basis of your meter readings and the off-peak and standard unit rates, daily Standing Charge, and VAT at 5%.

2.3 If, for any reason, a technical fault has occurred, or your meter stops communicating and we are unable to obtain your usage, we will take your average consumption for peak and standard periods to estimate your bill(s) until the technical fault is corrected or your meter is communicating again. If we do not have sufficient consumption data, we will use average consumption figures provided by Ofgem.

2.4 In the event we are unable to start communicating with your meter again, we will contact you to discuss the options available. If we are unable to contact you, we will move you to our Standard Variable tariff (Next Flex) and let you know. You will then be able to choose another tariff of your choice.

2.5 In the event of a technical fault resulting in the inability to obtain the Customer’s usage data, or where the Customer’s meter ceases communication with the Supplier’s system, the Supplier will make reasonable efforts to re-request the missing Half-Hourly (HH) consumption data for a period of seven (7) consecutive days from the initial identification of the fault.

2.6 If the Supplier remains unable to collect the missing data after the seven (7) day period, the system will automatically estimate the missing volume using available read data from other periods. The charge for the estimated usage will be calculated using the product’s lowest unit rate to ensure the Customer is not unduly disadvantaged.

2.7 In instances where data is missing for more than four (4) days within a consecutive thirty (30) day period, the Supplier will apply the Customer’s historical consumption average to determine the charge for the uncollected data. The Supplier will also undertake a thorough investigation to identify and rectify the underlying cause of the communication failure.The Supplier will also make every effort to contact the customer throughout the investigation process to ensure transparency and resolution.

2.8 Where/if the missing data issue persists or does not meet the predefined criteria for automated resolution, the Supplier will conduct a manual intervention and ensure that billing is processed in an accurate and fair manner.

2.9 In the event the Supplier is unable to start communicating with the Customers’ meter again, we will contact you to discuss the options available. If the Supplier is unable to contact the Customer, they will move them to their Standard Variable tariff (Next Flex) and let them know in accordance with the Suppliers’ obligation.

3. Eligibility.

3.1 To be eligible for this tariff you must:

3.2 Must own or lease an electric or hybrid vehicle and charge it at your home. If you do not meet this eligibility criteria, we reserve the right to remove you from this tariff.

3.3 Have a smart meter that can send meter reads automatically.

3.4 Consent for us to obtain consumption data from your smart meter at 30 minute intervals. We will use this data to bill you, so you can view your energy consumption on your online account, and for settlement of our purchasing on the electricity markets.

3.5 You must pay for your energy by monthly Direct Debit, and manage your account online.

3.6 If you withdraw consent for us to read your electricity consumption through your smart meter every 30 minutes, the tariff will end, and you will move to our Standard Variable Tariff (SVT), Next Flex.

3.7 If you stop paying by Direct Debit and/or manage your account online, we reserve the right to end the Next Drive Tariff and switch you to our Standard Variable tariff, or another tariff of your choice for which Direct Debit and online account management are not a requirement.

3.8 You can keep this tariff if you move house and still meet the eligibility criteria.

4. Testing your smart meter.

4.1 As part of switching to this tariff, If you’re switching to us from another supplier we must run test-reads of your smart meter for up to 15 days. 

4.2 During this period, you will be on our Standard Variable Tariff (SVT), Next Flex.

4.3 If the tests are successful, your tariff begins when the tests have completed.

4.4 If the tests are  unsuccessful, you will remain our SVT, and we will contact you with options, for example, to switch back to your previous supplier, choose another supplier, continue on the SVT or choose one of our other products. On the SVT, your unit rate is the same all day (there would not be a lower off-peak unit rate(s) and time(s)).

4.5 If you are already an E.ON Next Customer, we must run test-reads of your smart meter for up to 5 days and you will remain on your existing tariff during this period.

4.6 If the tests are successful, your tariff begins when the tests have completed.

4.7 If the tests are unsuccessful, you will remain on your current tariff.

4.8 We reserve the right to withdraw this tariff at any point.

Zoom EV Terms and Conditions

These terms and conditions ("Agreement") govern your access to and use of the Zoom EV platform ("Platform"), offered by [E.ON Next] ("Company," "we," "our," or "us"). By using the Platform, you agree to comply with and be bound by the terms set forth herein.

1. Access to Zoom EV

1.1. Optional Benefit Ecosystem

E.ON Next offers you access to the Zoom EV platform, an online platform providing a range of benefits related to electric vehicle (EV) services ("Benefit Ecosystem"). Access to the Benefit Ecosystem through Zoom EV is entirely optional.

1.2. Eligibility

Access to Zoom EV is available only to customers who are on the E.ON Fix and Drive tariff ("Tariff"). You must be on the Tariff to receive access to the Zoom EV Benefit Ecosystem.

2. Sign-up and Account Creation

2.1. New Customers

New customers will be invited to access the Zoom EV platform once E.ON Next has taken over the energy supply at the property and the customer has an active account with us.

2.2. Account Access

Upon successful sign-up and account creation on the Zoom EV platform, you will have access to the Platform for a period of 12 months, even if you change your tariff or energy supplier during that period.

3. Notification of Benefits Platform

3.1. Email Notifications

By agreeing to these terms, you consent to receive email notifications regarding the optional benefits available through the Zoom EV platform. These emails will inform you about updates, new features, and available services related to the Benefit Ecosystem.

4. Use of Platform

4.1. No Obligation to Use

You acknowledge and agree that access to and use of the Zoom EV Benefit Ecosystem is entirely at your discretion. There is no obligation to use the platform, and you may opt-out at any time as per the instructions provided on the Platform.

5. Jurisdiction and Governing Law

5.1. Jurisdiction

This Agreement shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.

6. Miscellaneous

6.1. Amendments

E.ON Next reserves the right to amend, update, or modify these terms and conditions at any time. Any changes will be communicated to you via email, and continued use of the Platform after such changes will constitute your acceptance of the revised terms.

6.2. Severability

If any provision of this Agreement is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

6.3. Entire Agreement

This Agreement constitutes the entire understanding between you and E.ON Next regarding the use of the Zoom EV platform, and supersedes all prior discussions, agreements, or understandings, whether written or oral, relating to the subject matter herein.

By using the Zoom EV platform, you acknowledge that you have read, understood, and agree to these terms and conditions.

Next Smart Saver Terms and Conditions

1. Tariff Terms and Conditions

1.1. In addition to the E.ON Next standard residential terms and conditions, the following terms will apply;

2. Contractual Agreement

2.1. This document constitutes a legally binding agreement between you ("the Customer") and E.ON Next ("the Supplier") for the provision of the Next Smart Saver tariff.

2.2. The tariff is a fixed-term contract for a period of 12 months, commencing from the date the Customer’s supply starts under this tariff.

3. Eligibility

3.1. To be eligible for this tariff the customer must;

3.1.1. Possess a functioning smart meter capable of transmitting half-hourly usage data to the Supplier.

3.1.2. Consented for the Supplier to obtain consumption data from the Customers smart meter at 30 minute intervals. The Supplier will use this data to bill the Customer.

3.1.3. If the Customer withdraws consent to read the electricity consumption through their smart meter every 30 minutes, the tariff will end, and they will move to the Standard Variable Tariff (SVT), Next Flex.

3.1.4. You must pay for your energy by monthly Direct Debit, and manage your account online.

3.2. By entering this contract, the Customer confirms they meet these eligibility criteria

4. About this tariff

4.1. Because the wholesale prices of electricity vary during the day based on supply and demand, we are able to vary the prices that we charge to our customers during the day. This tariff offers the Customer the option to use electricity at a lower price (pence per Kilowatt hour unit rates) during defined ‘off peak’ hours of 05:00 - 16:00 and 19:00 - 02:00, and during ‘super off peak’ hours of 02:00 - 05:00, whilst charging a higher price during ‘peak’ hours of 16:00 - 19:00.

4.2. The rates for each period on this tariff are fixed for 12 months and there are no exit fees if the Customer decides to switch to another tariff or supplier within the 12 month period.

4.3. Due to the way this tariff works, the Customers’ In-Home Display will stop working. However, the Customer will be able to keep up to date with their usage through the Supplier’s app.

4.4. Next Smart Saver is a new and evolving beta product. The Supplier’s communications and the Customers’ online account may look and behave a little differently to normal as the Supplier continues to optimise the product.

5. Your Quote

5.1. All customers will have received a quote before accepting this tariff. For existing E.ON Next customers this will be based on their estimated annual consumption. If for any reason we do not have enough usage data, or if you are a new customer to E.ON Next, the quote will be based on the following assumptions:

5.1.1. The Customer uses electricity in the following proportions each day:

• 78% of total consumption during the off-peak hours of 05:00 - 16:00 and 19:00 - 02:00

• 7% of your total consumption during the super off peak hours of 02:00 - 05:00

• 15% of your total consumption during the peak hours of 16:00 - 19:00.

6. Charges and payment

6.1. The Supplier will work out the electricity charges by multiplying the relevant unit rate with how many kilowatt hours (‘kWh’) the Customer uses during off-peak and standard periods, using the half-hourly readings received from the Customers’ smart meter.

6.2. The Supplier will bill the Customer on a monthly basis. The bill will consist of the consumption charges calculated on the basis of the meter readings and the standard and off peak unit rates, Standing Charge, VAT at 5%.

6.3. The Customer’s bill will be calculated based on actual energy usage as recorded by the smart meter. Any failure of the meter to transmit accurate data will result in estimated billing until the issue is resolved.

6.4. As this is a BETA product, the customer’s bill will display labelling that doesn’t quite match up to how the product has been described. This will be changed in future, however, where annual estimated usage is shown on the bill - the labels mean the following; Day = Peak rate (16:00 - 19:00)Night = Super Off Peak rate (02:00 - 05:00) Off Peak = Off Peak rate (05:00 - 16:00 and 19:00 - 02:00)

6.5. The Customer will be liable for all charges incurred under the terms of this tariff.

6.6. In the event of a technical fault resulting in the inability to obtain the Customer’s usage data, or where the Customer’s meter ceases communication with the Supplier’s system, the Supplier will make reasonable efforts to re-request the missing Half-Hourly (HH) consumption data for a period of seven (7) consecutive days from the initial identification of the fault.

6.7. If the Supplier remains unable to collect the missing data after the seven (7) day period, the system will automatically estimate the missing volume using available read data from other periods. The charge for the estimated usage will be calculated using the product’s lowest unit rate to ensure the Customer is not unduly disadvantaged.

6.8. In instances where data is missing for more than four (4) days within a consecutive thirty (30) day period, the Supplier will apply the Customer’s historical consumption average to determine the charge for the uncollected data. The Supplier will also undertake a thorough investigation to identify and rectify the underlying cause of the communication failure.The Supplier will also make every effort to contact the customer throughout the investigation process to ensure transparency and resolution.

6.9. Where/if the missing data issue persists or does not meet the predefined criteria for automated resolution, the Supplier will conduct a manual intervention and ensure that billing is processed in an accurate and fair manner.

6.10. In the event the Supplier is unable to start communicating with the Customers’ meter again, we will contact you to discuss the options available. If the Supplier is unable to contact the Customer, they will move them to their Standard Variable tariff (Next Flex) and let them know in accordance with the Suppliers’ obligation.

7. Testing your smart meter

7.1. If the Customer is switching to the Supplier from another Supplier, E.ON Next must run test-reads of the Customer’s smart meter for up to 15 days. During this period, the Customer will remain on the Suppliers’ Standard Variable Tariff (SVT), Next Flex.

7.2. If the Customer is already an E.ON Next customer, E.ON Next must run test-reads of the Customer’s smart meter for up to 5 days and the Customer will remain on their existing tariff during this period.

7.3. If the tests are successful, your tariff begins when the tests have completed.

7.4. If the tests fail, the Supplier will transfer the Customer to the Standard Variable tariff (SVT), and contact them with options, for example, to switch back to their previous supplier, choose another supplier, continue on the SVT or choose one of the Suppliers’ other products. On the SVT, the unit rate is the same all day (there would not be a lower off-peak unit rate(s) and time(s)).

8. Data Collection and Privacy

8.1. By accepting this contract, the Customer consents to the collection and use of half-hourly electricity consumption data for billing purposes and to facilitate smart charging.

8.2. All personal data collected will be handled in accordance with applicable data protection legislation and the Supplier’s Privacy Policy.

9. Termination and Exit

9.1. The Customer may terminate this contract without incurring any exit fees by notifying the Supplier at any time during the 12-month term.

9.2. The Customer must give the Supplier reasonable notice before switching to a new energy supplier. Failure to do so may result in delays in processing the switch

9.3. Upon termination, the Customer will remain liable for any outstanding payments due up to the effective date of termination.

10. Governing Law and Jurisdiction

10.1. This contract shall be governed by, and construed in accordance with, the laws of England and Wales

10.2. Any disputes arising under or in connection with this contract shall be subject to the exclusive jurisdiction of the courts of England and Wales

11. The supplier reserves the right to withdraw this tariff at any point

Terms and Conditions: Next Drive Smart Tariff

1. Contractual Agreement

1.1 These terms and conditions apply in addition to our standard terms and conditions for residential customers. If there is a conflict between the terms of the two sets of terms and conditions, these will take precedence.

1.2 We reserve the right to amend these terms and conditions at any time.

1.3 This document constitutes a legally binding agreement between you ("the Customer") and E.ON Next ("the Supplier") for the provision of the Next Drive Smart Tariff.

1.4 The tariff is a fixed-term contract for a period of 12 months, commencing from the date the Customer’s supply starts under this tariff.

2. Eligibility

2.1 To qualify for the Next Drive Smart Tariff, the Customer must:

2.2 Own or lease a compatible electric vehicle ("EV").

2.3 Have a home EV charger installed at the premises.

2.4 Possess a functioning smart meter capable of transmitting half-hourly usage data to the Supplier.

2.5 Pay by Direct Debit and manage the account online via the Next Connect app.

2.6 By entering this contract, the Customer confirms they meet these eligibility criteria.

3. Charges and Rates

3.1 The tariff features both peak (7 AM to 12 AM) and off-peak (12 AM to 7 AM) unit rates.

3.2 When smart charging is enabled via the Next Connect app, EV charging will occur at off-peak rates regardless of the time of charging.

3.3 The smart charging schedule will be visible in the Next Connect app.

3.4 Charging conducted outside the smart charging schedule during peak hours will incur peak rates, as specified in the Customer’s tariff plan.

3.5 The Supplier reserves the right to modify rates during off-peak or peak periods in compliance with regulatory approval, but such changes will not affect the fixed-term nature of the tariff unless mutually agreed upon by both parties.

4. Data Collection and Privacy

4.1 By accepting this contract, the Customer consents to the collection and use of half-hourly electricity consumption data for billing purposes and to facilitate smart charging.

4.2 All personal data collected will be handled in accordance with applicable data protection legislation and the Supplier’s Privacy Policy. (eonenergy.com/privacy)

4.3 The Customer shall use the Next Connect app to input charging preferences and authorise smart charging schedules.

4.4 To enable us to provide the smart charging services to the Customer, we will process the Customer’s personal data in accordance with the Supplier’s Privacy Policy.

4.5 In addition, we may be requested to share the following personal data with the Original Equipment Manufacturer (OEM) of the Customer’s electric vehicle and/or any third party involved in connecting to the Customer’s EV, which will be processed by them as a data controller:

• Car make and model

• Charger make and model

• Your car’s battery capacity

• Your charging preferences

• Your charging schedules

• Your timezone

• Your EV’s plugged in status

• Whether your car is at its home location.

5. Smart Charging Obligations

5.1 The Customer must download the Next Connect app, pair their EV, and set their charging preferences.

5.2 The Supplier will optimise charging schedules based on these preferences to ensure charging at the most cost-effective times.

5.3 If the Customer manually overrides the smart charging schedule to initiate a charge during peak hours, the Customer agrees to incur peak rate charges.

5.4 The customer acknowledges that EV charging should be scheduled exclusively through the Next Connect app to benefit from this tariff.

5.5 The Customer acknowledges that failure to utilise the smart charging features as prescribed may result in higher electricity charges.

6. Billing and Payment Terms

6.1 All payments must be made via Direct Debit, and the Customer is responsible for ensuring that the Direct Debit mandate remains valid for the duration of the contract.

6.2 The Customer’s bill will be calculated based on actual energy usage as recorded by the smart meter. Any failure of the meter to transmit accurate data will result in estimated billing until the issue is resolved.

6.3 The Customer will be liable for all charges incurred under the terms of this tariff

6.4 In the event of a technical fault resulting in the inability to obtain the Customer’s usage data, or where the Customer’s meter ceases communication with the Supplier’s system, the Supplier will make reasonable efforts to re-request the missing Half-Hourly (HH) consumption data for a period of seven (7) consecutive days from the initial identification of the fault.

6.5 If the Supplier remains unable to collect the missing data after the seven (7) day period, the system will automatically estimate the missing volume using available read data from other periods. The charge for the estimated usage will be calculated using the product’s lowest unit rate to ensure the Customer is not unduly disadvantaged.

6.6 In instances where data is missing for more than four (4) days within a consecutive thirty (30) day period, the Supplier will apply the Customer’s historical consumption average to determine the charge for the uncollected data. The Supplier will also undertake a thorough investigation to identify and rectify the underlying cause of the communication failure.The Supplier will also make every effort to contact the customer throughout the investigation process to ensure transparency and resolution.

7. Liability

7.1 The Supplier shall not be liable for any loss or damage arising from interruptions to the electricity supply or issues with smart charging functionality that are outside the Supplier’s control, including but not limited to, failure of the Customer’s EV charger or smart meter, network issues, or technical faults in the Next Connect app.

7.2 The Supplier’s liability for any direct loss caused by breach of this agreement is limited to the total value of electricity supplied under this contract during the 12-month period. Indirect or consequential losses, including loss of business, profit, or goodwill, are expressly excluded.

7.3 Nothing in these terms shall limit or exclude the Supplier's liability for death or personal injury caused by negligence or for fraudulent misrepresentation.

8. Termination and Exit

8.1 The Customer may terminate this contract without incurring any exit fees by notifying the Supplier at any time during the 12-month term.

8.2 The Customer must give the Supplier reasonable notice before switching to a new energy supplier. Failure to do so may result in delays in processing the switch.

8.3 Upon termination, the Customer will need to remove their EV from the Next Connect app. This can be done via the app or by getting in touch with us.

8.4 Upon termination, the Customer will remain liable for any outstanding payments due up to the effective date of termination.

8.5 If we (E.ON Next) choose to terminate the trial on the Next Connect app, you will remain on the tariff prices unless you wish to change to another tariff. You will no longer be able to use the Next Connect app, however you will be able to choose another app of your choice to manually schedule your car charging requirements.

9. Smart Charging requirements

9.1 The Customer acknowledges and agrees that the use of smart charging via the Next Connect application is a mandatory requirement for remaining on the E.ON Next Drive Smart tariff.

9.2 If the Customer fails to use the smart charging feature consistently, the Supplier reserves the right to notify the Customer that they are no longer eligible for the tariff. The Customer will be required to switch to an alternative tariff that is better suited to their usage patterns

9.3 The Supplier will give reasonable notice and support to help the Customer switch to a more suitable product if smart charging is not utilised as intended.

10. Governing Law and Jurisdiction

10.1 This contract shall be governed by, and construed in accordance with, the laws of England and Wales

10.2 Any disputes arising under or in connection with this contract shall be subject to the exclusive jurisdiction of the courts in England and Wales.

Terms and conditions for the E.ON Next Winter Support Fixed (50/25)

In addition to the standard E.ON Next terms and conditions, the following terms will apply for the E.ON Next Winter Support Fixed. If there is anything in these tariff terms and conditions that contradicts the Standard E.ON Next terms and conditions, terms and conditions, these terms will take precedence.

• About your Tariff

1.1 Who’s eligible for the tariff:

You can only have this tariff if you are an existing customer and the following apply to you:

• Either :

a) Eligible for Warm Home Discount Core groups 1 & 2, Broad group Scotland, or customers previously eligible for Broad group in England & Wales and your household income falls within a low affordability threshold

• or

b) You are a customer who relies on the energy supply to operate essential medical equipment , as defined in Section 1.4 below (existing vulnerability) and a household income of under £31,000

• or

c) your annual household income is under £19,000 and you have an income and expenditure deficit (I&E)

• Agree to have a Smart meter installed

• Pay for your energy by fixed monthly Direct Debit (for non prepayment)

• If your Direct Debit fails or you cancel it we may switch you to our standard variable tariff

1.2 Core Group 1: Customers in receipt of the guaranteed element of pension credit

1.3 Core Group 2: low-income customers with high energy costs

1.4 Medical equipment

a) Nebuliser or apnoea monitor

b) Heart, lung & ventilator

c) Dialysis, feeding pump or automated medication

d) Oxygen Concentrator

e) MDE electric showering

1.5 You can access additional information about the Warm Home Discount scheme by following the provided link (https://www.eonnext.com/warm-home-discount)

2. About your prices

2.1 This product does not have any exit fees

2.2 Your prices are in your confirmation letter or email. These prices will stay the same until the end date shown in your confirmation letter or email, unless:

• you stop paying by Direct Debit, or a Direct Debit payment fails

• a law or regulation means we need to make a change (like VAT changes)

• the government or our regulator (Ofgem) tells us to change our prices.

2.3 You can arrange to switch to another of our tariffs or to another supplier at any time without giving notice.

3. Debt write-off provision (applicable to E.ON Next Winter Support Fixed 50)

3.1 Providing that you fulfil your obligation of making the agreed payments as specified in the tariff agreement for the entire contract duration, E.ON Next will forgive any remaining outstanding debt in full upon completion of the contract duration (ending 31 March 2024)

3.2 In the event that you fail to make a scheduled payment under this agreement, E.ON Next shall make a second attempt to collect the payment 10 working days after the date of the failed payment

3.3 If the Direct Debit payment successfully processes during the second attempt, the contract shall continue as originally agreed and the outstanding debt write-off conditions detailed in 3.1 shall remain in effect

3.4 If the payment fails during both the initial attempt and the second attempt outlined above, they shall be deemed to be in default of the agreement. Upon default, reversion to Standard Variable Tariff rates will occur and any debt shall not be written off. E.ON Next shall retain the right to pursue all available legal remedies to recover the outstanding debt.

3.5 For the purposes of this agreement the term debt is defined as any outstanding financial obligation owed by you, the Customer, to E.ON Next, as of and no later than 30 September 2023.

4. Governing law

4.1 For properties in England and Wales, the laws of England and Wales apply to this contract. For properties in Scotland, the laws of Scotland apply.

4.2 Nothing in this contract affects your legal rights. If we decide to ignore one or more of the terms in this contract, the others still apply.

4.3 If a court decides that one or more of the terms in this contract isn't valid, the others still apply.

Next Fixed SPAYG April 2026 terms and conditions.

In addition to the standard terms and conditions, the following specific terms shall apply to the ‘Next Fixed SPAYG April 2026’ tariff. In the event of any inconsistency between these terms and the standard terms and conditions, these terms shall prevail.

About your tariff.

• Tariff duration: This tariff is a fixed price tariff and shall terminate on 30 April 2026.

• Charges: You shall be liable for the daily standing charge and unit rates for each fuel under this tariff. Additionally, Valued Added tax (VAT) shall be applied.

• The prices stipulated in your contract shall remain unchanged expect under the following circumstances:

  • You elect to change your tariff.

  • Governmental or regulatory bodies mandate changes necessitating price adjustments, such as modifications in the applicable VAT rate. In the event of such changes, we shall provide you with a notice of any resulting price adjustments.

• There are no exit fees associated with this tariff.

Eligibility.

• This tariff is only available to a limited number of existing customers. To be eligible for this tariff we will have notified you directly.

• A Smart Meter is a prerequisite for eligibility under this tariff.

• Customers currently utilising a classic prepayment meter must consent to the installation of a Smart Meter.

• Your property must be within an area where we currently install Smart Meters.

• Post code restrictions: due to technical and/or logistical reasons Smart meter installation may be unavailable in certain post code areas.

• Allow our Engineers access to your meter to allow installation of your new Smart Meter.

• Before our Engineers install your Smart Meter they will assess the suitability and compatibility of the Smart Metering system based on your customer needs and do a technical assessment. They will only proceed if they determine all the conditions are met for a safe and compliant installation of the Smart Meter.

• To be considered a complete successful installation the Smart Meter must be both installed at your property and communicating.

End of Contract.

• We shall contact you at a reasonable time prior to the end of your contract to inform you of your options for switching tariffs or supplier.

• In the event that you do not switch your tariff or supplier before the end date of your contract, you will be automatically transferred to the cheapest default tariff available to you at the time.

Tariff withdrawal.

We reserve the right to withdraw this tariff at any time.

1. Description:

This tariff comes with 2 cheaper periods of electricity each day to charge your battery and 100% renewable electricity. Your prices are fixed for 12 months. To be eligible, you must have a battery storage system in your home that was installed by E.ON Next through the Coventry Affordability scheme. You must have a smart meter and consent to half-hourly consumption data collection so we can bill you accurately and pay the markets for the electricity you've used. There are no exit fees. If you want to change supplier, please tell us as soon as you can.

2. Principle Terms

2.1. Includes two daily cheaper charging periods for your battery, helping you save on energy costs.

2.2. Fixed prices for 12 months.

2.3. You must have a working smart meter.

2.4. To be eligible, you must own a solar battery storage system that was installed in your house through the E.ON Next Coventry Affordability Scheme.

2.5. You agree to us collecting data every half hour. This is so you can see your consumption, we can bill you accurately and pay the markets for the electricity you've used.

2.6. No exit fees.

3. Tariff Terms and Conditions

3.1. In addition to the E.ON Next standard residential terms and conditions and the E.ON Next Coventry Affordability Scheme Terms and Conditions, the following terms will apply;

4. Contractual Agreement

4.1. This document constitutes a legally binding agreement between you ("the Customer") and E.ON Next ("the Supplier") for the provision of the Next Assured Fixed tariff.

4.2. The tariff is a fixed-term contract for a period of 12 months, commencing from the date the Customer’s supply starts under this tariff.

5. Eligibility

5.1. To be eligible for this tariff the customer must have;

5.1.1.Been approached by E.ON to be part of the Coventry Affordability Scheme

5.1.2. A battery storage system that was installed by E.ON in their home

5.1.3. Possess a functioning smart meter capable of transmitting half-hourly usage data to the Supplier

5.1.4. Consented for the Supplier to obtain consumption data from the Customers smart meter at 30 minute intervals. The Supplier will use this data to bill the Customer.

5.1.5. If the Customer withdraws consent to read the electricity consumption through their smart meter every 30 minutes, the tariff will end, and they will move to the Standard Variable Tariff (SVT), Next Flex.

5.2. By entering this contract, the Customer confirms they meet these eligibility criteria

6. About this tariff

6.1. Because the wholesale prices of electricity vary during the day based on supply and demand, we are able to vary the prices that we charge to our customers during the day. This tariff offers the Customer the option to use electricity at a lower price (pence per Kilowatt hour unit rates) during defined ‘off peak’ hours of 02:00 - 04:00 and 13:00 - 15:00, whilst charging a standard rate at all other hours of the day.

6.2. The rates for each period on this tariff are fixed for 12 months and there are no exit fees if the Customer decides to switch to another tariff or supplier within the 12 month period.

6.3. Due to the way this tariff works, the Customers’ In-Home Display will stop working. However, the Customer will be able to keep up to date with their usage through the Supplier’s app.

6.4. The Next Assured Fixed is a new and evolving beta product. The Supplier’s communications and the Customers’ online account may look and behave a little differently to normal as the Supplier continues to optimize the product.

7. Your Quote

7.1. The Customer will have received a quote before accepting this tariff which was based on their estimated annual consumption. The quote was/will be based on the following assumptions:

7.1.1. The Customers’ battery system charges and discharges with 95% efficiency

7.1.2. The battery will be charged from the grid during off-peak periods

8. Charges and payment

8.1. The Supplier will work out the electricity charges by multiplying the relevant unit rate with how many kilowatt hours (‘kWh’) the Customer uses during off-peak and standard periods, using the half-hourly readings received from the Customers’ smart meter.

8.2. The Supplier will bill the Customer on a monthly basis. The bill will consist of the consumption charges calculated on the basis of the meter readings and the standard and off peak unit rates, Standing Charge, VAT at 5%.

8.3. The Customer’s bill will be calculated based on actual energy usage as recorded by the smart meter. Any failure of the meter to transmit accurate data will result in estimated billing until the issue is resolved.

8.4. The Customer will be liable for all charges incurred under the terms of this tariff.

8.5. If, for any reason, a technical fault has occurred, or the Customers’ meter stops communicating and the Supplier is unable to obtain the usage, average consumption for peak, off peak and base rate periods to estimate the Customers’ bill(s) will be taken into account until the technical fault is corrected or the Customers’ meter is communicating again. In the event of insufficient available consumption data, the Supplier will use typical domestic consumption values (TDCV) provided by Ofgem.

8.6. In the event the Supplier is unable to start communicating with the Customers’ meter again, we will contact you to discuss the options available. If the Supplier is unable to contact the Customer, they will move them to their Standard Variable tariff (Next Flex) and let them know in accordance with the Suppliers’ obligation

9. Testing your smart meter

9.1. If the Customer is switching to the Supplier from another Supplier they must run test-reads of their smart meter for up to 15 days. During this period, they will remain on the Suppliers’ Standard Variable Tariff (SVT), Next Flex.

9.2. If the Customer is already an E.ON Next customer, they must run test-reads of their smart meter for up to 5 days and they will remain on your existing tariff during this period.

9.3. If the tests are successful, your tariff begins when the tests have completed.

9.4. If the tests fail, the Supplier will transfer the Customer to the Standard Variable tariff (SVT), and contact them with options, for example, to switch back to their previous supplier, choose another supplier, continue on the SVT or choose one of the Suppliers’ other products. On the SVT, the unit rate is the same all day (there would not be a lower off-peak unit rate(s) and time(s)).

10. Data Collection and Privacy

10.1. By accepting this contract, the Customer consents to the collection and use of half-hourly electricity consumption data for billing purposes and to facilitate smart charging.

10.2. All personal data collected will be handled in accordance with applicable data protection legislation and the Supplier’s Privacy Policy.

11. Termination and Exit

11.1. The Customer may terminate this contract without incurring any exit fees by notifying the Supplier at any time during the 12-month term.

11.2. The Customer must give the Supplier reasonable notice before switching to a new energy supplier. Failure to do so may result in delays in processing the switch

11.3. Upon termination, the Customer will remain liable for any outstanding payments due up to the effective date of termination.

12. Governing Law and Jurisdiction

12.1. This contract shall be governed by, and construed in accordance with, the laws of England and Wales

12.2. Any disputes arising under or in connection with this contract shall be subject to the exclusive jurisdiction of the courts of England and Wales

13. The supplier reserves the right to withdraw this tariff at any point

Tariff Terms and Conditions

In addition to E.ON Next standard residential terms and conditions the following terms will apply:

1. Contractual Agreement

• This document constitutes a legally binding agreement between you ("the Customer") and E.ON Next ("the Supplier") for the provision of the Next Free Boiler cover Fixed 12m.

• The tariff is a fixed-term contract for a period of 12 months, commencing from the date the Customer’s supply starts under this tariff.

2. Eligibility

• This tariff is only available to customers who are going through the online home-move journey

• The boiler cover is available only to homeowners who are responsible for the boiler at the property at which they reside.

• To be eligible for this tariff you must have a smart meter installed or be willing to book an appointment for a smart meter installation

• It is a requirement of this tariff to pay by Direct Debit and manage your account online

• This is a dual fuel tariff meaning we must supply both your gas and electricity

3. About this Tariff

• This is an 12 month fixed term tariff that comes with 12 months free boiler cover provided through Homeserve.

• Your standing charge and unit rate will remain fixed for the duration of the tariff.

• To obtain the boiler cover, you must complete the sign up process with Homeserve. A link will be provided to you when you complete the sale of the energy tariff.

• You have 60 days from when you receive the sign up email to redeem the boiler cover with Homeserve.

• If you change supplier or change tariff having already signed up to 12 months boiler cover, you will still have your HomeServe cover for the duration of 12 months.

• You change supplier we will charge you an exit fee of £50.

4. Charges and payment

• You will be liable for all charges incurred under the terms of this tariff

• All payments must be made via Direct Debit and you are responsible for ensuring that the Direct Debit mandate remains valid for the duration of the contract

• Your bill will be calculated based on actual energy usage as recorded by the smart meter. Any failure of the meter to transmit accurate data will result in estimated billing until the issue is resolved.

5. Data Collection and Privacy

• All personal data collected will be handled in accordance with applicable data protection legislation and the Supplier’s Privacy Policy.

6. Termination and Exit

• You may terminate this contract by notifying the Supplier at any time during the 12 month term

• You must give the Supplier reasonable notice before switching to a new energy supplier. Failure to do so may result in delays in processing the switch.

• Upon termination, you will remain liable for any outstanding payments due up to the effective date of termination.

7. Governing Law and Jurisdiction

• This contract shall be governed by, and construed in accordance with, the laws of England and Wales.

• Any disputes arising under or in connection with this contract shall be subject to the exclusive jurisdiction of the courts in England and Wales.

The Supplier reserves the right to withdraw this tariff at any point.

HomeServe FREE Gas Boiler Cover (the “Cover”) Promotion Terms and Conditions. 

Promoter: HomeServe Membership Limited (CRN: 2770612) Cable Drive, Walsall WS2 7BN. Registered in England. (HomeServe”) 

Exclusive access to Free Boiler cover offer.

Once your switch has been completed, we will send you information by email to the address on your E.ON Next account on how to apply for the Cover through HomeServe ("Boiler cover Application Email"). 

The Cover is only available to E.ON Next Customers who switch to an eligible energy tariff. Eligible energy tariffs are determined at the discretion of E.ON Next from time to time. You must apply for the Cover through HomeServe within 60 days from the date of the Boiler cover Application Email.

Only one application per household may be submitted; non-transferable; no cash alternative, and this offer may be withdrawn at any time. The address to be covered must match your energy supply. 

The Cover is available only to homeowners who are responsible for the boiler at the property at which they reside. Further eligibility criteria and exclusions apply upon your application to HomeServe for the Cover. This offer is available only to new HomeServe customers.

HomeServe will provide you with relevant policy information on the Cover to make an informed decision and confirm that the Cover meets your needs. If you take out the Cover it is a separate insurance contract between you and HomeServe. Your first 12 months of Cover are free, but if you’d like your cover to continue automatically in the following year, you’ll need to provide your payment details when you apply to HomeServe. HomeServe will contact you 4 weeks before renewal to check the policy is still right for you.

If you choose to continue into your second year, the expected price for customers who haven’t made a claim is £11.16 a month (£133.92 for the year). The price may be higher if you have made one or more claims in the first year. 

E.ON Next is a trading name of E.ON Next Energy Limited. E.ON Next Energy Limited is a company registered in England and Wales. Registered number: 03782443. Registered office: Westwood Way, Westwood Business park, Coventry, CV4 8LG. 

E.ON Next Energy Ltd are an introducer appointed representative of HomeServe Membership Ltd, which is authorised and regulated by the Financial Conduct Authority (FCA) for general insurance activities under firm reference number 312518.

Below contains terms and conditions for the following: 

1. For customers who register for an E.ON Drive account. 

2. For customers using the www.eonevpay.co.uk web page to pay directly for a single charging transaction.

E.ON Drive general terms and conditions of supply for use of electric vehicle charge posts.

These terms and conditions relate to your use of our Electric Vehicle Charge Posts. Please read the following Terms and Conditions or use the E.ON Drive App to check that you agree to these before you sign up to use the Services. 

1. About this Contract 

1.1 This Contract is between:  

1.1.1 you, the person purchasing the Services we supply (the ‘Purchaser); and 

1.1.2 us/we, E.ON Drive Customer Service Team, PO Box 7750, Nottingham, NG1 6WR.  

1.2 This Contract sets out: 

1.2.1 your legal rights and responsibilities; 

1.2.2 your legal rights and responsibilities; and 

1.2.3 key information required by law. 

1.3 Do you need more help? 

1.3.1 If you don't understand any of the terms of this Contract or have any questions in relation to your Account or the Services and want to talk to us about it, please contact us:  

a) By post at:

E.ON Drive Customer Service Team, PO Box 7750, Nottingham, NG1 6WR.

b) Or call:

Our Sales Support Team on 0333 202 4417 (option 1) between 9am and 5pm, Monday to Friday. This is a local rate number when You call from a landline, and mobile, charges may vary. Our 24/7 Technical Support Team on 0333 202 4417 (option 2) 

1.3.2 If you would like this Contract in another format (for example: audio, large print, braille) please contact us using the contact details above. 

1.4 When the Contract is formed 

1.4.1 The Contract is formed as soon as you register for an Account via the Website or via the App. 

1.4.2 By registering for an Account and by using the Services, you are agreeing to do so in accordance with this Contract. 

1.4.3 This Contract sets out the entire agreement between the Purchaser and E.ON in relation to the provision of the Services. 

1.5 What laws apply to this Contract? 

1.5.1 For consumers who are residents in England and Wales, the laws of England and Wales apply to this Contract. For consumers who are residents in Scotland, the laws of Scotland apply to this Contract. 

1.5.2 Nothing in this Contract affects your legal rights.  

1.5.3 If a court decides that one or more of the terms in this Contract is not valid, the other terms still apply. 

2. About the Services

Pre-payment charging Services 

How to register for the Services 

2.1.1 In order to use the Services you must register online by creating an Account via the Website or the App. 

2.1.2 In order to register you must provide us with your payment card details, mobile telephone number and e-mail address. You will also need to create a memorable password. You will need this password to access your Account via the App and to use the Services. 

2.1.3 Upon registration, we will deduct the Initial Registration Deposit from your bank account as credit for your Account.  

2.1.4 Once you have registered and your Account is in positive credit, you will be able to charge your Electric Vehicle at the Charge Posts by using the App (see paragraph 2.2) or by using an RFID Card and/or Tag (see paragraph 2.3). 

2.1.5 Your Account will remain registered until you notify us that you want to cancel by e-mail or telephone (please see our contact details at paragraph 1) or until your Account becomes dormant for more than two years. We will not charge you a fee to cancel your registration.  If you cancel your Account we will refund any credit in your Account to you onto the card registered to your Account.

2.2 Accessing the Services with the App 

2.2.1 You will be able to use the Services once you have downloaded the App and logged in using your password and the email address you used when you registered. 

2.2.2 In using the App you agree: 

• a) not to copy, decode, reverse engineer, disassemble, decompile or otherwise translate or convert the App; 

• b) not to infringe or copy the code or content or the design of the App; 

• c) not to use the App for any purpose other than to receive the Services; 

• d) not to observe, study or test the functioning of the App (or any part of it), but only so far as the same cannot be restricted by law;  

• e) not to distribute, rent, assign, sub-licence, lease, resell, distribute or otherwise deal in or encumber the App; 

• f) not to remove or modify any trade mark, copyright notice or other proprietary marking or notices on the App;  

• g) not to use the App, or permit it to be used, on behalf of any third party;  

• h) not to attempt to circumvent or interfere with any security features of the App; 

• i) not to use the App in any way that breaches any applicable law or regulation; 

• j) not to upload material to the App that might reasonably be considered likely to upset other users, including (but not limited to) the following: libellous or defamatory comments; anything which discriminates against race, sex, religion, nationality, disability, age or sexual orientation; personal insults about another user; content containing profanities; or harassing, obscene, indecent or offensive language; 

• k) not to submit the name, address, telephone, mobile or fax number, e-mail address or any other personal data in respect of any individual other than yourself; 

• l) not to impersonate another user, misrepresent your identity or misrepresent your affiliation with any other person; 

• m) not to submit any content on the App which infringes the intellectual property rights of any third party or that may constitute a criminal offence or give rise to civil liability or that otherwise violates any national or international law or regulation; and  

• n) not to misuse the App by knowingly introducing viruses, trojan horses, worms, logic bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code which is malicious or technologically harmful. 

2.3 Accessing the Services with an RFID Card or Tag  

2.3.1 If you would like to use the Services with an RFID Card or Tag, you will need to request these at registration or subsequently via the App. The RFID Card and Tag come together and you cannot request one without the other. 

2.3.2 We will aim to deliver the RFID Card and Tag to your chosen address within 14 days of receiving your request. You will be charged the RFID Card Fee for delivery this amount will be: 

• a) automatically deducted from your payment card, if requested via the App; or  

• b) added to your Initial Registration Deposit if you requested during registration. This willincrease the amount we deduct from your bank account on registration. 

2.3.3 You will need to follow the instructions on the Charge Posts on how to use an RFID Card or Tag. 

2.3.4 You will keep the RFID Card and Tag secure and take appropriate steps to prevent them being stolen or copied.  You will also inform us as soon as possible should you believe that your RFID Card or Tag is lost, stolen or could have been copied. 

2.4 Returning your RFID Card and Tag 

2.4.1 You have 14 days from when you receive your RFID Card and Tag to change your mind and receive a refund for your RFID Card and Tag. This is your cooling off period.  

2.4.2 If you do change your mind, please tell us before the end of the cooling off period using the contact details in Section 1 above and we will refund the cost to the payment card that you registered with. This refund will be made within 14 days of receiving the returned RFID Card and Tag.  You will need to pay the delivery costs for the return of the RFID Card and Tag and you must return both in order to receive a refund. 

2.4.3 If you change your mind after the cooling off period, you will not receive a refund even if you chose to return both items. 

2.4.4 If your RFID Card or Tag is faulty, you must send it back to us as soon as possible and we will either:  

• a) send you a replacement RFID Card and/or Tag dispatch.   

2.4.5 If you lose or damage your RFID Card or Tag and need a replacement or if you simply want an additional RFID Card and Tag, you can request these via the App.  In requesting an additional RFID Card and Tag you will be charged an additional RFID Card Fee. This will be automatically deducted from your registered payment card or available credit on your Account. We will endeavour to send the new RFID Card and Tag to your chosen address within 14 days of receiving your request.  

2.4.6 The provisions of this paragraph 2.4 apply to any RFID Card and Tag supplied by us to you. 

Pay at post charging Services 

2.5 Accessing the Services  

2.5.1 You will be able to use the Services once you have accessed the Website, selected the E.ON Drive Charge Post you wish to use and entered valid payment card details. 

3. Our responsibilities and yours 

3.1 Our responsibilities 

3.1.1 We will use our best efforts to ensure that the Services are available at all times but we cannot guarantee this and we will not be liable to you for any unavailability of the Services.   

3.1.2 We will ensure that all price information is accessible via the Website.  Prices shall be shown per kWh and/or per hour.  

3.1.3 Where the Services are unavailable, for whatever reason , we will use our best efforts to get the Services running again as soon as possible.   

3.1.4 We cannot guarantee that you will be able to charge your vehicle at every Charge Post at all times. You will be able to find the location and availability of the nearest Charge Post to you via the Website or via the App. We will aim to keep the App and the Website up to date with availability of Charge Post. 

3.1.5 We will ensure that any RFID Card and Tag that we send to you comply with your legal rights (being that they are of satisfactory quality, fit for purpose and match the description, sample or model).  If an RFID Card or Tag does not meet these requirements they will be deemed to be "faulty" and you may obtain a replacement as described in paragraph 2.4.4. 

3.1.6 We reserve the right to suspend your Account and cancel your right to receive the Services if we have reason to believe that: 

• a) you have failed comply with your responsibilities under this Contract; 

• b) you have breached a term of this Contract; 

• c) you have misused the Account, App or Services; or 

• d) if you owe money to us. 

3.1.7 We are not liable for:  

• a) any harm to you, which we could not have reasonably foreseen or expected as a result of our breach of this Contract when we agreed your Contract 

• b) any damage you suffer that is outside our control;  

• c) any loss you incur as a result of your use of an incorrect or inadequate cable (having regard to paragraph 3.2.1); or 

• d) business losses including loss of business, revenue, profit, or savings that you expected to make 

3.1.8 Nothing in this Contract limits or excludes our liability for death or personal injury arising as a result of our negligence or for fraud. 

3.1.9 If for any reason we are found to be liable for any losses suffered by you in connection with this Contract, our liability will be limited to the greater of: £1,000 or the amount you have paid to us in the past 24 months in respect of your receipt of the Services at the point the loss arises. 

3.1.10 We reserve the right totransfer this Contract to another company. If we do, you will be notified, and it won’t affect your legal rights. We’ll share your personal data with the company so that they can carry on supplying the Services to you. Should you not wish this to happen, upon notification of the transfer, you will have the option to delete your account as per point 2.1.5 above. 

3.2 Your responsibilities 

3.2.1 If the Charge Post does not have a permanently attached cable then you will need to use your own cable to attach your Electric Vehicle to the Charge Post in order to charge your vehicle. It is your responsibility to ensure that you use the correct equipment for this purpose and that the cable you are using is fit for that purpose and compliant with the appropriate British and International Standards (including IEC 61851-1 and BS EN 62196-2 standards as amended from time to time).  

3.2.2 You must pay for the Services in accordance with Section 4 of this Contract. 

3.2.3 You must not: 

• a) tamper with the Charge Post in any way; 

• b) use the Charge Post for any purpose other than to charge your Electric Vehicle;  

• c) damage the Charge Post whether accidental or intentional;  

3.2.4 We reserve the right to change the terms of this Contract at any time. We will use our best efforts to provide you with as much notice as possible of any material changes via the Website, by email or via the App. If you are unhappy with the changes made to this Contract you may cancel your Account in accordance with paragraph 2.1.4. 

4. Paying Us and topping up your Account 

Pre-payment customers 

4.1 The amount that you will be charged each time you charge your Electric Vehicle at a Charge Post will depend on the amount of energy provided and/or the time that your Electric Vehicle was connected and the location of the Charge Post. The current prices for charging your Electric Vehicle can be found on the Website and on the App. The prices are shown per kWh and/or p/hour and are inclusive of VAT at the prevailing rate.  Prices can change from time to time and will vary depending on the Charge Post.  You will be able to monitor ongoing cost of the charge via the App and when you have finished charging your vehicle you will be able to review all your charges on the App 

4.2 You will only be able to charge your Electric Vehicle at a Charge Post if your Account is in positive credit. If you have opted out of the Auto Top Up and your Account does not have enough credit to pay for the amount of charge you have used then:  

4.2.1 your Account will be in debt. (Please ensure you have a minimum balance on your account of £10 at all times). 

4.2.2 you will not be able to charge your vehicle at a Charge Post until you have topped up your Account manually in accordance with paragraph 4.3 such that your Account is in positive balance or have opted back into the Auto Top Up arrangements; and  

4.2.3 we reserve the right to recover from you the amount which your Account is in debt. 

4.3 You can top up your Account at any time via the App 

4.4 Unless you have opted out of the Auto Top Up via your Account then, if the balance on your Account falls below £10.00 (ten pounds), we will automatically deduct £15 (fifteen pounds) from your payment card to top up the credit on your Account (the "Auto Top Up") It is your responsibility to ensure there are sufficient funds available for this Auto Top Up. E.ON accepts no responsibility for any charges incurred as a result of this Auto Top Up.

4.5 You can opt out of the Auto Top Up at any time via your Account on the Website or App.  If you opt out of the Auto Top Up, you will be responsible for manually topping up your Account.  You can also opt back into the Auto Top Up via the Website or App If you opt back  in, we will automatically top up your Account in accordance with paragraph 4.4. 

4.6 You can request a refund of any credit on your Account and/or the closure of your Account at any time by notifying us by e-mail or telephone (please see our contact details at paragraph 1).  

4.7 If your Account is dormant for a period of two years, we will cancel your Account. We will try to contact you using the personal details we hold to refund any credit that you have remaining on your Account. If we are unable to reach you within 6 weeks, we will refund the credit on your Account to our chosen charity. 

Pay at post customers 

4.8 The amount that you will be charged when using E.ON’s Charge Post will depend on the amount of energy provided and/or the time that your Electric Vehicle was connected and the location of the Charge Post. The current prices for charging your Electric Vehicle at the Charge Post, together with any minimum payment, will be provided via the Website. The prices are shown per kWh and/or per hour and are inclusive of VAT at the prevailing rate.  Prices can change from time to time and will vary depending on the Charge Post.  You will be able to monitor ongoing state of the charge via the Website.  

4.9 You will be able to use the Website to arrange for a VAT receipt to be emailed to you if required once you have finished your charging session.

5. Personal Data  

5.1 Processing your data 

5.1.1 If you provide any personal data to us under this Contract, E.ON Drive Solutions UK Ltd will be the ‘data controller’. Our Data Protection Office can  be  contacted at Trinity House, 2 Burton Street, Nottingham, NG1 4BX 

5.1.2 We will process your personal data in line with our privacy notice, which we will amend from time to time. You can find it at eonenergy.com/privacy. Our privacy notice sets out: 

• a) where we might get data about you from; 

• b) why we need it; 

• c) what we might do with the data (including who we might share it with); 

• d) the circumstances in which your data might be transferred abroad; and 

• e) how long we keep it for. 

5.2 Your rights 

5.2.1You have a number of rights which relate to the access to and control of your personal data. These are also set out in our privacy notice. 

6. Complaints  

6.1 If we haven’t given you the kind of service you expect, you can:  

• 6.1.1 call 0333 202 4417 (option 1) between 9am and 5pm, Monday to Friday. This is a local rate number when You call from a landline, and mobile, charges may vary. Our 24/7 Technical Support Team on 0333 202 4417 (option 2).

• 6.1.2 write to us at E.ON Drive Customer Service Team, PO Box 7750, Nottingham, NG1 6WR.

6.2 We train our customer care team to be able to resolve most issues straightaway. If they cannot do so, our resolution team will take over. We try to resolve complaints in two working days or less. If you’re not satisfied with how we respond, you can ask us to review your case. We’ll look into how we’ve handled it and decide if we should do anything differently.  

6.3 If we haven’t resolved your complaint after eight weeks, or if we’ve sent you a final resolution letter, also known as a deadlock letter, to say there’s no more we can do, you can go to the Alternative Dispute Resolution Ombudsman (UADR). This is a free and impartial service that resolves disputes between energy companies and customers. 

6.4 You can get in touch with the Ombudsman by:  

• 6.4.1 telephone on 0203 598 7390; or 

• 6.4.2 email at ENQUIRIES@OMBADR.ORG. 

• 6.4.3 website: WWW.CDRL.ORG.UK/UTILITIES-ADR

6.5 What they decide is legally binding for us, but not for you. 

To 'Know Your Rights' and to obtain free, independent, confidential and impartial advice on consumer issues visit www.citizensadvice.org.uk/energy.  You can also call the Citizens Advice consumer helpline on 0345 404 0506 or fill in their energy query form. You can do any of this at any point during the complaints process. 

6.6 If we change our complaints process, we’ll tell you through our Website. 

7. Defined Terms:

• Account means your E.ON Drive account registered for/accessed via the Website or App

• App means the E.ON Drive App which is available from the Google Store or Apple App Store

• Auto Top Up has the meaning given to it in paragraph 4.4

• Charge Post(s) mean the physical units at which Electric Vehicles can be charged 

• Contract means these terms and conditions

• Electric Vehicle(s) means a motor vehicle that uses electricity to power or assist in the propulsion of the motor vehicle and where the vehicle battery may be charged by plugging the vehicle into a dedicated Charge Post

• Initial Registration Deposit means an initial deposit deducted from your bank account upon registration and notified to you prior to your completion of registration

• Tag means the E.ON Drive RFID tag designed to be attached to a key ring and used to access the Services at a Charge Post

• RFID means Radio Frequency Identification and refers to a small electronic circuit embedded in the RFID Card or Tag and used to communicate with the Charge Post in order to identify the driver and provide access to the Services

• RFID Card means the credit card sized E.ON Drive  RFID card used to access the Services at a Charge Post 

• RFID Card Fee means a fee payable by you for the RFID Card and Tag and notified to you prior to you requesting the RFID Card and Tag

• Services means the provision of electricity to you via the Charge Posts and access to the App

• Website means map.eondrive.co.uk

1. App terms

1.1 By installing the App and using our services, you agree to be bound by:

1.1.1 these terms of use ("App Terms"); and 

1.1.2 our Privacy Policy.

1.2 Please review them carefully before you accept them. If you do not agree to these terms then we will not licence the App to you and you must not download or use it.

2. The App

2.1 The App is provided by E.ON Energy Solutions Limited trading as E.ON Drive, a business division of E.ON Energy Solutions Limited (whose company number is 03407430 and registered office is Westwood Way, Westwood Business Park, Coventry, CV4 8LG) ("we", "us" or "E.ON") to enable you to find the location and availability of the nearest Charge Point, charge your Electric Vehicle and access the Services. The App can be used on most Apple iOS and Android OS devices.

2.2 We may change the App Terms at any time and will inform you of a change through the App, when you next start the App. The new terms may be displayed on-screen and you may be asked to read and accept them to continue your use of the App.

2.3 We may update the App to add and improve its functions.

2.4 If you have any issues with the App, please contact us:

By post at: E.ON Drive Customer Service Team, PO Box 7750, Nottingham, NG1 6WR.

Or Call: Our 24/7 Technical Support Team on 0333 202 4417 (option 2).

2.5 The App is provided for convenience. You acknowledge that the App (and the Services provided through the App) are dependent upon third parties. E.ON does not guarantee a certain availability of the App. In particular, maintenance work, disturbances in your access requirements, events beyond our/third parties’ control such as power failures can lead to non-availability of the App. E.ON may temporarily limit or stop the App at any time. E.ON will carry out the required maintenance work, as far as is possible, in low-usage times. Should longer temporary performance adjustments or restrictions be required, E.ON will advise you of the nature, extent and duration of the impairment to the extent that this is objectively possible in the circumstances and the disclosure would not delay the removal of any interruption already occurred.

2.6 You do not need to register on the App to use it, however, you can register with us in order to create an Account which simplifies payment for charging your Electric Vehicle and reviewing previous charging transactions. You will need to create an Account to access our private charge posts that are not available to the general public where you have been granted use of these facilities.

3. The App services

3.1 The App includes the following Services:

3.1.1 the ability to locate E.ON Drive and third-party Charge Points on an interactive map and obtain directions to those Charge Points; and

3.1.2 for E.ON Drive Charge Points, (a) a list of nearby charge points and maintain lists of favourite locations; (b) a filter of the displayed charge points by connector type; (c) the provision of pricing information for each Charge Point; (d) the ability to start and stop the charging of your Electric Vehicle and monitor the status of any ongoing charging transaction; and (e) the ability for registered users to view their available balance.

3.2 We may use third-party suppliers to support us in providing the App. We take reasonable care in selecting our suppliers so as to protect your security.

3.3 By uploading or submitting any information, content or materials to the App, you allow us (and our suppliers) a worldwide right to use it to provide the App to you. More information about how we use your information, and how it is held securely, is in our Privacy Policy.

4. Compatible devices and mobile data charges

4.1 In order to use the App, you are required to have a compatible mobile telephone or handheld device and internet data access. You must have obtained permission from the owners of any devices you use that are controlled, but not owned, by you to download and use the App.

4.2 You may be charged by your mobile network operator for internet data access. You accept responsibility for the use of the App (including data charges) and any service on or in relation to any device, whether or not it is owned by you.

5. Proprietary rights and license

5.1 All trademarks, copyright, database rights and other intellectual property rights of any nature in the App (including its appearance and branding), together with the underlying software code, are owned by E.ON or its licensors. We may also use open source software code in the App.

5.2 E.ON grants you a revocable right to use the App for your personal (non-commercial) use in accordance with these App Terms.

5.3 You will be able to use the Services once you have downloaded and installed the App.

5.4 In using the App you agree: (a) not to copy, decode, reverse engineer, disassemble, decompile or otherwise translate or convert the App; (b) not to infringe or copy the code or content or the design of the App; (c) not to use the App for any purpose other than to receive the Services; (d) not to observe, study or test the functioning of the App (or any part of it), but only so far as the same cannot be restricted by law; (e) not to distribute, rent, assign, sub-licence, lease, resell, distribute or otherwise deal in or encumber the App; (f) not to remove or modify any trademark, copyright notice or other proprietary marking or notices on the App; (g) not to use the App, or permit it to be used, on behalf of any third party; (h) not to attempt to circumvent or interfere with any security features of the App; (i) not to use the App in any way that breaches any applicable law or regulation; (j) not to upload material to the App that might reasonably be considered likely to upset other users, including (but not limited to) the following: libellous or defamatory comments; anything which discriminates against race, sex, religion, nationality, disability, age or sexual orientation; personal insults about another user; content containing profanities; or harassing, obscene, indecent or offensive language; (k) not to submit to or make a statement on the App which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism; (l) not to make on the App any reference to any ongoing or pending criminal trial anywhere in the world, or advocate, promote or incite any third party to commit, or assist any unlawful or criminal act; (m) not to submit to the App the name, address, telephone, mobile or fax number, e-mail address or any other personal data in respect of any individual other than yourself; (n) not to impersonate another user, misrepresent your identity or misrepresent your affiliation with any other person on the App; (o) not to submit any content on the App which infringes the intellectual property rights of any third party or that may constitute a criminal offence or give rise to civil liability or that otherwise violates any national or international law or regulation; and (p) not to misuse the App by knowingly introducing viruses, trojan horses, worms, logic bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code which is malicious or technologically harmful.

5.4 You will not, nor allow third parties on your behalf, to (i) make and distribute copies of the App; (ii) attempt to copy, reproduce, alter, modify, reverse engineer, disassemble, decompile, transfer, exchange or translate the App; (iii) create derivative works of the App; (iv) rent, lease, sub-license, loan, translate, merge, adapt, vary or modify the App; (v) make alterations to, or modifications of, the App, or permit the App to be combined with, or become incorporated in, any other programs.

5.5 You will comply with all technology control or export laws and regulations that apply to the technology used or supported by the App.

6. Acceptable use restrictions

6.1 You must not, and must not permit any other person to:

6.1.1 use the App in any unlawful way or in breach of these App Terms, or act fraudulently or maliciously;

6.1.2 infringe intellectual property rights in relation to the App, or by your use of it;

6.1.3 use the App in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other persons; and

6.1.4 attempt to decipher any transmissions to or from the servers running any service.

7. Data protection

7.1 Any personal information you supply to us (and which we collect from you) when creating an Account or using the App will be used by us in accordance with our Privacy Policy.

8. Suspending and stopping your use of the app

8.1 We may suspend or end your use of the App at any time with or without informing you. We have no obligation to resume provision of the App or Services to you, or to re-activate your Account, if suspended or closed. If we permanently end your use of the App then: (a) the rights granted to you in these App Terms end, and (b) you must stop use of the App and remove it from your devices.

8.2 You may stop your use of the App at any time by removing the App from your device. Doing so will not automatically delete your Account, if you have one. You can ask us to close your Account by contacting us at EONDriveUK@eonenergy.com. We will delete the Account information we hold about you after a period of inactivity on your Account, in accordance with our Privacy Policy.

9. Limitation of liability

9.1 The App has not been developed to meet your individual requirements, and it is your responsibility to ensure that the App meets your requirements.

9.2 We only supply the App for domestic/personal use. You may not use the App for commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of revenue, loss of business, business interruption, or loss of business opportunity. We also have no liability to you for any damage or alteration to your equipment including your devices as a result of the installation or use of the App.

9.3 All information, content and materials displayed on the App is provided for information only. Accordingly, you agree that we are not liable to you for:

9.3.1 any action (or inaction) resulting from use of or reliance on information, content and materials displayed in the App (or any loss or damage you suffer as a result);

9.3.2 third party sites linked to or accessed from the App (or your use of, or reliance on, those sites); or

9.3.3 any dealings you have with third parties (including your providers) through the App. Our responsibility

9.4 We are not liable to you under or in connection with these App Terms for:

9.4.1 any harm to you which is not a foreseeable result of our breaching any obligations in these App Terms;

9.4.2 any damage you suffer that is outside our control;

9.4.3 loss of business, revenue, profit, or savings that you expected to make.

9.5 Nothing in these App Terms limits or excludes our liability for death or personal injury arising as a result of our negligence or for fraud.

9.6 If for any reason we are found to be liable for any losses suffered by you in connection with these App Terms, our liability will be limited to £250. Your responsibility

9.7 You agree to reimburse us for any losses we incur as a result of your breach of, or failure to comply with, these App Terms or if we suffer any losses as a result of your use of the App Terms.

10. Disclaimer

10.1 The App may contain links to third-party websites ("Third-party Sites"). Third-party Sites are not under our control, and we are not responsible for and do not endorse their content or their privacy policies (if any). You need to make your own judgement on any Third-party Sites, including the purchase and use of any products or services accessible through them.

10.2 To the maximum extent permitted by law, we disclaim all implied warranties with regard to the App. We do not warrant that the information, content or materials displayed on the App are accurate, sufficient or error-free, nor that the information on our system is, when accessed by you, up-to-date or complete. The App and software are provided "as is" and "as available" without warranty of any kind.

11. Complaints

11.1 If you have any complaints about the App please contact us:

By post at: E.ON Drive Customer Service Team, PO Box 7750, Nottingham, NG1 6WR.

Or call: Our 24/7 Technical Support Team on 0333 202 4417 (option 2).

12. Other important terms

12.1 We may transfer our rights and obligations under these App Terms to another organisation, but this will not reduce your rights or those obligations. You may not transfer your rights or obligations to another person.

12.2 If we fail to insist that you perform any of your obligations, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. Any waiver would need to be given by us in writing.

12.3 Each of the conditions of these App Terms operates separately. If any court or competent authority decides that any of them are unlawful or unenforceable, the remaining conditions will remain in full force and effect.

12.4 Please note that these App Terms, their subject matter and formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction.

13. Definitions

Account means your E.ON Drive account registered for/accessed via the Website or App

App means the software application currently known as the E.ON Drive App which is available from the Google Store or Apple App Store

Charge Point means the physical units at which Electric Vehicles can be charged

Electric Vehicle means a motor vehicle that uses electricity to power or assist in the propulsion of the motor vehicle and where the vehicle battery may be charged by plugging the vehicle into a dedicated Charge Point

Privacy Policy means the E.ON Drive App Privacy Policy available at www.eonenergy.com/privacy

Services means any of the services set out in paragraph 3.1. 

Website means eondrive.co.uk/register

1. Raising your concerns

If you're not happy about the service you've received then please get in touch:

• By post at:

  E.ON Drive Customer Service Team, PO Box 7750, Nottingham, NG1 6WR.

• Call:

  Our Sales Support Team on 0333 202 4417 (option 1) between 9am and 5pm, Monday to Friday. This is a local rate number when You call from a landline, and mobile, charges may vary. Our 24/7 Technical Support Team on 0333 202 4417 (option 2).

2. What counts as a complaint?

A complaint is an expression of dissatisfaction made to E.ON relating to any of its products or services.

A complaint can relate to:

• Any of our products and services.

• When someone feels they've been unreasonably impacted upon by our products or services.

• Where we haven't met the agreed standards.

3. What we'll do next.

1. If we're not able to deal with your complaint over the phone we'll send you an acknowledgement letter, no more than five business days after receiving your complaint. In the letter, we'll confirm receipt of your complaint and let you know a date when we plan to resolve your complaint by.

2. We'll keep you updated on our progress.

3. When we've completed our investigation, we'll advise you of our final response. This will clearly set out the results of our investigation and the outcome of your complaint.

4. Still not satisfied?

Our aim is to give you a fair outcome within eight weeks. If you aren’t satisfied with the outcome or we haven’t provided a final response within eight weeks, you can escalate your complaint to the Energy Ombudsman, to progress the complaint further. Their contact details are below.The Energy Ombudsman is a scheme operated by the Ombudsman Services, set up to help resolve consumer disputes. They’ll carry out an impartial review of your complaint. They’re independent and their service is free to you.

5. What the Energy Ombudsman can decide

If the Energy Ombudsman say we’re at fault, they may decide that we must offer you one of the following:

• A service or some practical action that will benefit you

• A financial award

• An apology

• An explanation

If your complaint is investigated and you accept the Energy Ombudsmen decision, we’re bound by this.

As a consumer, you aren’t obliged to accept their decision and can still take your complaint elsewhere, (i.e. court).

6. Contact details for Energy Ombudsman

You can contact the Energy Ombudsman in the following ways:

• by e-mail - enquiry@energyombudsman.org.

• by phone - 0330 440 1624, standard call rates apply.

• by post - PO Box 966, Warrington, WA4 9DF.

• online via their website: www.os-energy.org.

Where We use the terms below in the Contract, this is what We mean:

“Cancellation Form” means the form set out on our website (which can be found here).

“Contract” means these Terms and Conditions and Your Customer Proposal Form.

“Customer Proposal Form” means the document entitled ”Your Quote”, which We will send to You following Our Survey (if a Survey is required).

“Distribution Network Operator” means the company that is responsible for the distribution of electricity from the national transmission grid to Your Home e.g. UK Power Networks or Northern Powergrid.

“Electric Vehicle” means any battery-operated vehicle which the EV Home Charger is used to charge. “EV Home Charger” means the Electric Vehicle Home Charger and all associated equipment (including the tethered cable where applicable) which We propose to install at Your Home described in more detail in Your Customer Proposal Form.

“Force Majeure Event” includes but is not limited to; extreme bad weather, fire, wind, flooding, lightning strike or the occurrence of any event or circumstance which is outside of Our or Your reasonable control.

“Home” means Your domestic property, the address of which You provided on Your Customer Proposal Form.

“Installation” means the work to install, test and commission the EV Home Charger at Your Home.

“Installation Date” means the date on which We will begin Your Installation.

“Installation Completion Date” means the date on which We inform You that Your Installation is complete.

“Meter Isolation Works” means essential electrical works which involves de-energising Your meter, installing an isolator switch, and subsequently re-energising the meter. The installation of an isolator switch facilitates the carrying out of electrical work safely but without the need to involve Your Distribution Network Operator to disconnect the fuse on each occasion. We require access to Your Home for the purpose of performing Meter Isolation Works.

“OZEV EVHS Grant” means the Office for Zero Emission Vehicles Electric Vehicle Homecharge Scheme grant.

“Price” means the price of the Installation of the EV Home Charger at Your Home as set out in the Quote and where necessary the Re-Quote.

“Quote” means a table stating the Price of the EV Home Charger to be installed in Your Home and which is contained in Your Customer Proposal Form.

“Re-Quote” means an amended quote issued following the discovery of unforeseen works which affect the Installation, such as additional materials or labour requirements.

“Smart Functionality” means Your EV Home Charger can send and receive information, adjust the electricity flow and timing, provide demand side response services, and includes a user interface for operation in accordance with Regulation 5(2) of The Electric Vehicles (Smart Charge Points) Regulations 2021.

“Survey” means the detailed analysis of Your Home which We conducted to assess the suitability of Your Home for the Installation and to provide You with a Quote.

“Unauthorised Alterations” refers to any actions such as moving, opening, modifying, rewiring, tampering, interfering with, repairing or attempting to repair the EV Home Charger by someone who is not unauthorised by Us.

“Warranty” means the warranty provided by Us in respect of Your EV Home Charger attached at Schedule 1.

“We” / ”Us”/ “Our” / “Ours” means E.ON Drive Solutions UK Limited (Company Number 12467317) whose registered office is at Westwood Way, Westwood Business Park, Coventry, CV4 8LG and companies within the E.ON UK plc group.

“Working Days” means a day (other than a Saturday, Sunday or public holiday) when banks in London are generally open for non-automated business.

“You”/ “Your” means the person or people who have entered into this Contract with Us.

1. How this Contract works

1.1 You must be at least eighteen (18) years old and a resident in the UK to enter the Contract with Us.

1.2 The Contract is between You and Us. It is made up of (i) Your Customer Proposal Form and (ii) these Terms and Conditions (including the schedules), which You will receive together. It is important for You to read these Terms and Conditions carefully so that You understand exactly how they work.

1.3 This Contract shall commence upon Your acceptance of the Customer Proposal Form and these Terms and Conditions (the “Start Date”). Please check these documents before accepting Your Quote as they form Your Contract with Us.

1.4 This Contract covers Your purchase (where applicable) and/or the Installation of Your EV Home Charger.

1.5 If You want to talk to Us about this Contract, or if You would like this Contract in another format (for example: audio, large print, braille), please contact Our EV Home Charge support team.

• By email at eondriveuk@eonenergy.com

• Or call: Our Sales Support Team on 0333 202 4417 (option 1) between 9am and 5pm, Monday to Friday. This is a local rate number when You call from a landline, and mobile, charges may vary.

1.6 If there is any conflict between these Terms and Conditions and Your Customer Proposal Form, these Terms and Conditions will take priority.

2. Your right to cancel the Contract

2.1 You may cancel the Contract within fourteen (14) days from the Start Date of Your Contract if You change Your mind (the “Cooling Off Period”). To cancel, You must tell Us within the Cooling Off Period by sending Us either an email or a letter attaching a completed Cancellation Form. You can find Our contact details in the “Contacting Us” section at Paragraph 21 of these Terms and Conditions.

2.2 After the Cooling Off Period, You can cancel Your Contract by sending Us a completed Cancellation Form up to five (5) Working Days before Your scheduled Installation Date. If You cancel within five (5) Working Days of Your scheduled Installation Date, We reserve the right to charge You two hundred pounds (£200) to cover Our committed costs and if We have already begun the Installation before You tell Us You want to cancel the Contract, but We have not completed the Installation We will remove all parts of the EV Home Charger that were installed at the time of cancellation. You must allow Us access to Your Home in order to do this.

2.3 After the Installation Completion Date You will lose the right to cancel the Contract and it will continue in effect.

3. Our right to end or suspend the Contract

3.1 In addition to the rights We have to end the Contract in Paragraphs 4, 8, 9 and 16. We may also immediately end or suspend the Contract (by written notice) for up to thirty (30) Working Days at any time if We are unable to complete the Installation for any reason that will affect Our ability to complete the Installation (e.g. health and safety, structural or technical reasons connected with Your Home) which has not been caused by Our neglect or default and which has not been resolved within three (3) months of Us telling You about it.

3.2 If the Contract has been ended due to the reasons detailed in Paragraph 3.1 after We have started the Installation, We will remove the EV Home Charger from Your Home and remedy damage We have caused by the removal at no cost to You.

3.3 If We suspend this Contract as mentioned in Paragraph 3.1 We will tell You when, if at any time during the thirty (30) Working Days the Contract is suspended for, We are able to proceed with the Installation. If after thirty (30) Working Days of suspension, We are still not able to proceed with the Installation We will end the Contact immediately and if We had already begun the Installation at Your Home We will remove the EV Home Charger as set out in Paragraph 3.2.

4. Ending the Contract

4.1 In addition to Your right to cancel and Our right to end the Contract in Paragraphs 2 and 3 of these Terms and Conditions:

4.1.1 You may end the Contract (by written notice) immediately, by sending Us either an email or a letter attaching a completed Cancellation Form, if We do not comply with the Contract and (i) We have been informed about Our non-compliance and (ii) after being informed, We continue to not comply for a period of thirty (30) Working Days.

4.1.2 We may end the Contract immediately where You do not comply with the Contract and (i) You have been informed about Your non-compliance and (ii) after being informed, You continue to not comply for a period of thirty (30) Working Days.

5. Consequences of cancellation

5.1 If You have ended the Contract for the reasons stated in Paragraph 4.1.1 and We have partially completed the Installation of the EV Home Charger, We will remove the EV Home Charger from Your Home and remedy the damage We have caused by the removal at no cost to You and We will refund any payments made by You.

5.2 If We have ended the Contract for the reasons stated in Paragraph 4.1.2 We may charge You for the costs We have incurred up until the ending of the Contract (as well as costs for removing the EV Home Charger, where applicable).

5.3 Ending Your Contract for the reasons stated in Paragraph 4.1.1 after completion of the Installation will not affect any guarantees and warranties provided in relation to Your EV Home Charger, any rights and responsibilities that You or We had before the Contract ended, or which are due to come into force under the Contract or to continue after the date it ended.

5.4 If We end Your Contract for the reasons stated in Paragraph 4.1.2 any guarantees and warranties provided in relation to Your EV Home Charger will become null and void.

6. About Us

6.1 We may transfer Our rights and/or obligations under the Contract to another company (this will not affect Your rights under the Contract). If We arrange for another company to perform Our obligations for Us, this will not affect Our responsibility to You under the Contract.

7. OZEV EVHS

7.1 We are accredited by the Office for Zero Emission Vehicles (OZEV) to access the Electric Vehicle Homecharge Scheme (EVHS) grant funding. If You are eligible the grant subsidises the cost of installing a residential EV Home Charger for the owners/ primary users of electric vehicles. The grant allows You to claim up to £350 towards the cost of installing an EV Home Charger.

7.2 To be eligible for the grant You must meet the latest eligibility criteria set by OZEV. Full details of the OZEV EVHS Grant can be found at Electric Vehicle Homecharge Scheme: guidance for customers - GOV.UK (www.gov.uk)

7.3 By accepting an OZEV grant funded EV Home Charger Installation, You confirm that You have read, agree with and can comply with all the terms and conditions of the EVHS scheme.

7.4 It is Your responsibility to apply for the OZEV EVHS Grant and inform Us of any changes to Your OZEV EVHS Grant eligibility prior to the day of Installation. As detailed in the terms and conditions of the OZEV EVHS Grant, OZEV reserves the right to take whatever action it deems necessary in order to claim the funding back from the customer, where a customer has failed to inform an installer of any such change.

7.5 In the event You do not qualify for the OZEV EVHS Grant, You fail to make the necessary application for the OZEV EVHS Grant or the OZEV EVHS Grant is withdrawn by the government You will be liable for the full cost of the Installation of the EV Home Charger.

8.1 What We need You to do before We install Your EV Home Charger

8.1 The Price of the Installation will be set out in Your Quote.

8.2 A standard home charger Installation includes fitting of the EV Home Charger on a brick or plaster wall, or to another suitable permanent structure with a cable run back to the consumer unit of under 10 metres. Cables will be fixed flush to the wall at a height of under 1.8m. The cable can be routed through a drilled hole in a wall up to 500mm thick, if this is needed. We will not run cables behind walls, through joists, under tiles/carpets/floorboards or install cables in trenches or aerially unless this is specifically referred to in the Quote as these are non-standard items.

8.3 Before We can provide You with a Quote, We must first determine if You require a Survey. We make this decision based on the information that You provide to Us. You are responsible for making sure that the information You provide is accurate so that We can provide You with the correct Quote. If We discover that the information provided is not accurate, this may mean that We have to Re-Quote.

8.4 In some instances, We may identify unexpected extra works when Our installer attends Your Home that have not been identified previously (either via the Survey or the information that You have provided to Us). These unforeseen works may include additional drilling, a requirement for a longer cable due to the positioning of the fuse cord or if hazardous material such as asbestos is discovered.

8.5 If We do identify unforeseen works as set out at Paragraph 8.4 We will discuss this with You and if necessary, We will reschedule an Installation Date once the works required to rectify the unforeseen works are complete or Our Re-Quote for the work has been accepted by You. It is Your responsibility to rectify unforeseen works but where possible We will issue a Re-Quote for Your consideration where We are able to undertake the works required to rectify the unforeseen works.

8.6 In the event of unforeseen works We reserve the right to suspend the Installation in accordance with Paragraph 3.1 until the unforeseen works have been rectified.

8.7 You may reject the Re-Quote or inform Us You will not be undertaking the works required to rectify the unforeseen works. Where You do so We will end (by written notice) the Contract and where relevant remove the EV Home Charger from Your Home and remedy the damage We have caused by the removal. We reserve the right to charge You for any costs We have incurred in undertaking the Installation up to and including the date We end the Contract.

8.8 We can only complete Your Installation if the electrical capacity (main fuse) of Your Home can support the additional electrical demands of Your EV Home Charger. We will take steps to determine that You have the additional capacity ahead of Your Installation and whether We need to apply to Your Distribution Network Operator as part of this. By signing this Contract, You authorise Us to make this application to Your Distribution Network Operator.

8.9 If the capacity of the main fuse in Your Home is not sufficient then We may have to delay Your Installation until Your main fuse and/or electricity supply is upgraded by Your Distribution Network Operator (this could incur additional costs). If You want the electricity supply to be upgraded by Your Distribution Network Operator You must allow them access to Your Home to allow them to complete the work. If it is not possible to upgrade Your main fuse and/or electricity supply or You do not want to do this then We may end the Contract in accordance with Paragraph 3.1. If You decide not to upgrade Your electricity supply We may still charge You for the reasonable costs that We have incurred.

8.10 We are not responsible for any civil work that is required prior to the Installation (including but not limited to trenching for cable routes, erecting of mounting posts).We are also not responsible for any civil work that may be required after Installation (for example, filling in any trenches that were required for cable routes). We will notify You during Your Survey if any civil work is required. You are responsible for ensuring that any civil work is completed prior to Your Installation Date, failure to do so may result in Your Installation Date being postponed or delayed and an additional charge of £200 may be incurred if Our installer attends Your Home but is unable to complete the Installation because of this.

8.11 We are not responsible for decorative finishes once the Installation is completed.

8.12 Before We carry out the Installation, You must satisfy the following conditions (unless We tell You otherwise) (the “Installation Requirements”):

8.12.1 The Cooling Off Period has ended and You haven’t cancelled the Contract (or you have expressly waived Your right to cancel during the Cooling Off Period);

8.12.2 You must ensure You have a secure Wi-Fi connection at Your Home with sufficient reception and 2.4GHz frequency (5GHz is not supported) to enable communications with the EV Home Charger. You shall be responsible for any extension to Your Wi-Fi connection should it not have sufficient reception. Where Wi-Fi connection is not available on Your Installation Date; Our installer will discuss options for an ‘offline’ EV Home Charger. Wi-Fi is required to enable Us to remotely diagnose faults and also to install software updates to Your EV Home Charger. Certain software updates may be critical for security reasons. If You do not have Wi-Fi We will not be able to fix any security concerns that We may discover after Your Installation. If You do not have a sufficient Wi-Fi reception this may result in a loss of functionality in Your EV Home Charger; and

8.12.3 You have completed any actions that We have specified that You must carry out. This may include (but is not limited to) clearing the path for the cable run, removing of skirting boards, or any other actions that may be required.

8.13 You must also obtain all consents and permissions by the date on which We begin the Installation to allow Us to carry out the Installation and to keep Your EV Home Charger installed at Your Home. These consents and permissions may include planning permissions, landlord consents and mortgagor consents. If We ask You, You must promptly provide Us with proof that You have obtained them.

9. Arranging a date for the Installation

9.1 Once We have received and reviewed Your signed Contract Our team will contact You to arrange the Installation Date.

9.2 Once Your Installation Date is arranged, We will send You a link to Our E.ON Drive smart charging registration page. You must register for an E.ON Drive account to allow You to use Your EV Home Charger and to access E.ON Drive’s public charging network. You will not be required to credit Your account for use with Your EV Home Charger but to use E.ON Drive’s public charging network You must credit Your account. Full Terms and Conditions for Your E.ON Drive account are available online eonenergy.com/terms-and-conditions/eon-drive or within the E.ON Drive and E.ON Home app.

9.3 If You want to re-arrange the Installation Date, You must give Us at least five Working Days’ notice. If You give Us less than five Working Days’ notice, We reserve the right to charge You £200 to reflect the costs that We will have incurred. If You rearrange the Installation Date more than twice or if Installation takes place more than three (3) months after the Start Date, We may end the Contract.

9.4 We may re-arrange the Installation Date if We believe that, on the day, the weather or the occurrence of an event or circumstances at or near Your Home (and which is outside Our reasonable control) means that We cannot carry out the Installation safely. We will try to give You as much advance notice as possible.

9.5 The price of the EV Home Charger includes the cost of Installation and delivery on the agreed Installation Date. The Price is subject to change, but any changes will not affect existing orders unless You fail to schedule Your Installation within three (3) months of the Start Date. In that case, We may need to increase the Price or cancel the Contract in accordance with Paragraph 9.3 above.

10. Hazards during the Installation and protection against these hazards

10.1 During the Installation a number of new hazards and risks will be introduced to Your Home. We want to keep You, or anyone else at Your Home and Our personnel and any contractors as safe as possible. Existing and potential hazards and risks which could be introduced to Your Home are set out below. Others may also arise during the Installation. By signing this Contract You confirm that You understand and are aware of what You need to do regarding the hazards associated with the Installation. Please stay away from work areas when tools are in use, attract the attention and follow the instructions of Our technicians/contractors at all times.

10.1.1 Materials and Tools – Materials and tools are present to aid the technicians/contractors in their work. If used or interfered with these could cause serious personal injury. Furthermore, materials and tools can cause a slip, trip or fall hazard.

10.1.2 Noise and dust – Short durations of loud noise and dust creation from power tools such as drills will be created during the Installation. Keep doors closed to minimise the effect of noise and dust.

10.1.3 Children and pets – Please keep children and pets away from the Installation area and any tools and materials.

10.1.4 Power – during Your Installation, all electrical appliances will need to be turned off to ensure that they are protected.

11. What We need You to do during the Installation

11.1 In order for Us to carry out the Installation:

11.1.1 You, or a responsible person who is over eighteen (18) years old and authorised by You, must be at the Home at all times (unless We agree with You otherwise); and

11.1.2 You must take reasonable steps to ensure the health and safety of Our personnel, contractors and subcontractors whilst they are working at the Home.

11.2 If We leave any tools or equipment with You (with Your agreement) and You damage, tamper or lose them (or fail to prevent their damage or loss), We may charge You for Our costs in repairing and/or replacing them.

11.3 You agree to give Us (and Our representatives and subcontractors) safe, full, free and unrestricted access to Your Home including access to electricity, broadband, earthing and other relevant services at Your Home that We need to carry out the Installation.

11.4 If We ask, You must empty and otherwise make ready, cupboards, storage and other parts of Your Home to enable the Installation. This might include (but is not limited to) clearing the path to where You would like Your EV Home Charger installed.

11.5 As part of Your Installation We will need to carry out Meter Isolation Works, You confirm you are the ‘owner’ of the Home where the Meter Isolation Works are to take place. An owner of a premises may (without limitation) be an owner-occupier (owning the freehold or a long lease), a private landlord, a local authority, or a housing association. If You are not the owner of Your Home, You must obtain written consent from the owner before the Meter Isolation Works can proceed. You must also confirm the following:

11.5.1 that You have the necessary authority to consent to Meter Isolation Works;

11.5.2 You consent to Us undertaking the Meter Isolation Works;

11.5.3 that You have given (or will give) reasonable advance notice to the occupiers of the Home (if applicable), and will retain and produce when requested evidence of such notice;

11.5.4 that You have considered and provided information to Us regarding any issues relevant to the Meter Isolation Works at the Home;

11.5.5 that You have considered whether any occupiers of the Home are vulnerable, (whether the de-energisation of the connection may put an occupier at risk), and have notified Us of any vulnerable occupiers;

11.5.6 that You have taken reasonable steps in respect of any vulnerable occupiers’ additional needs, including by providing support to the occupiers (if applicable) during the Meter Isolation Works or giving sufficient advance notice of the Meter Isolation Works so as to enable the occupier to arrange for additional support; and

11.5.7 if any medical dependency on electricity has been identified or the presence of a third party is required during the Meter Isolation Works, confirmation that You have informed the occupier (if applicable) that this information will be shared with the registered electricity supplier.

12. Our Responsibilities during the Installation

12.1 In carrying out the Installation:

12.1.1 We will observe all relevant health and safety regulations.

12.1.2 We will use reasonable care and skill.

12.1.3 We will:

a) take reasonable care to avoid disrupting Your Home;

b) remove all waste material relating to the work We have carried out; and

c) remedy any damage We have caused.

12.1.4 We will use materials that are of a satisfactory quality (or in the case of materials used in Ireland, merchantable).

12.1.5 We will ensure that Your EV Home Charger complies with all relevant regulations and standards current at the time.

12.2 We will use Our reasonable efforts to ensure that the equipment We install at Your Home as part of Your EV Home Charger corresponds with the equipment set out in Your Customer Proposal Form. However, We cannot guarantee that the equipment will be available when carrying out the Installation. If any equipment is unavailable, We will notify You of this and install substitute equipment which is of a similar or better specification to the unavailable equipment.

12.3 Whilst Smart Functionality is included with every EV Home Charger, the energy clamp provides additional functionality. It features a power balancing capability that monitors Your Home’s energy consumption and adjusts the charging rate to prevent overloading. The energy clamp is installed with every new EV Home Charger purchased online. During Installation, the clamp is attached around the electricity meter tails and connected to the EV Home Charger.

12.4 Customers with solar power, detached garage installations, or three-phase power supplies may have limited energy clamp functionality, which will be assess during Installation.

12.5 Please be aware that any modifications made the EV Home Charger or its installation after the Installation Completion Date may affect its functionality and void the Warranty. If You have any questions, please contact Our EV Home Charger Support Team.

13. Completion of the Installation

13.1 We will let You know once the Installation is complete (the ”Installation Completion Date”). Once the Installation has been completed and full payment under Paragraph 14 has been made:

13.1.1 You will become owners of and be responsible for Your EV Home Charger; and

13.1.2 You will benefit from the Warranty which will last three (3) years from the Installation Completion Date. This Warranty will be for Your benefit and for subsequent owners of Your Home (for the duration of the Warranty period) and subject to You complying with Paragraph 18.1 The Warranty has its own Terms and Conditions and is subject to exclusions which can be found at Schedule 1. We recommend that You read these carefully to understand Your rights and obligations under them.

13.1.3 If Your EV Home Charger develops a fault whilst under Warranty You should contact: Our EV Home Charger Support Team by email at  eondriveuk@eonenergy.com or by telephone on 0333 202 4417.

13.1.4 Other than the Warranty, all other warranties (including fitness for purpose) which are implied by law or otherwise are excluded to the fullest extent permitted by law.

14. Following Installation

14.1 After the EV Home Charger is installed at Your Home, You are responsible for any loss and damage to it.

14.2 You will only use the EV Home Charger for the purpose it is intended and in accordance with the instructions provided. To ensure proper functioning of the EV Home Charger and to benefit from the Warranty, it is important that You do not undertake or allow any Unauthorised Alterations. If You have concerns that any Unauthorised Alterations have taken place, please contact Us for advice, but note that We assume no responsibility by providing such advice.

14.3 You must maintain a secure wi-fi connection (and data allowance) at Your Home at Your own cost and keep Your EV Home Charger connected to it to enable communications with the EV Home Charger and keep its Smart Functionality.

14.4 You must allow Us, Our personnel and contractors to access Your Home at reasonable times where We ask You in order to inspect Your EV Home Charger, to carry out any of Our responsibilities or exercise any of Our rights under the Contract. For example, if You or We identify that Your Home Charger is no longer communicating via the wi-fi connection or We remotely identify an issue, We may need to inspect Your EV Home Charger to determine the reason for this. We would make all inspection arrangements with You in advance of visiting Your Home. You will remain liable for the Price if you fail to allow Us reasonable access or assistance to Your Home and Your EV Home Charger.

14.5 The charging rate of Your EV Home Charger depends on the power available at Your Home, which is determined by local power network conditions. We may need to adjust the charging rate to match any limitations imposed by the wiring installation at Your Home or as required by Your Distribution Network Operator and/or electricity supplier. These conditions can vary due to local electrical load and generation. If there is insufficient power available, the EV Home Charger may temporarily operate at a lower charging rate until conditions improve. We do not guarantee a specific power output or availability period for Your EV Home Charger due to these local power network conditions, and We are not liable for any performance or availability issues arising from them.

14.6 If You do not have off-street parking and need to extend Your Electric Vehicle charging cable across public land or pedestrian walkways. You must also prioritise the safety of pedestrians and minimise the risk of accidents by taking necessary precautions. This can be done by using a cable cover, arranging for a cable gulley to be installed outside Your Home, or utilising other accessories to prevent trip hazards. Additionally, You may also consider leaving signs and lights to alert pedestrians, especially during nighttime, about the presence of Your Electric Vehicle charging cable.

14.7 Further to Paragraph 14.6 above, You are responsible for Your own actions and should take appropriate measures to prevent accidents. We do not accept responsibility or liability for accidents or personal injury resulting from Your failure to alert the public or for failing to cover Your Electric Vehicle charging cable. Please note that this information is based on general guidelines and it is recommended to consult local regulations and guidelines provided by Your local authority for specific requirements and recommendations regarding electric vehicle charging in public areas.

14.8 You agree to cooperate with Us to produce a case study and/or engagement note (e.g. press release or blog), to be released at any time after the Installation Completion Date.

15. Payment

15.1 You have fourteen (14) days from the Installation Completion Date to make payment in full of the Price.

15.2 Payment should be made by BACS or credit / debit card using the details set out in Your invoice.

15.3 If payment is not made in accordance with Paragraph 15.1 We reserve the right to refer You to Our debt collection team. They may take all reasonable steps required to pursue the outstanding debt, including commencing litigation.

15.4 If We cannot reach a resolution with You for payment of the Price We reserve the right to enter Your Home to remove the EV Home Charger and any of Our equipment and You must provide Us with access to do so under Paragraph 14.4.

16. What happens if We can’t go ahead with Your Installation

16.1 Neither You nor We will be legally responsible to the other for any failure or delay to perform its obligations under this Contract if such a failure or delay is due to extreme bad weather or the occurrence of an event or circumstances (which is outside of Our or Your reasonable control) that means We cannot carry out the Installation safely.

16.2 If extreme bad weather or the occurrence of an event or circumstances (which is outside of Our or Your reasonable control) affects Yours or Our ability to carry out its obligations under the Contract for a continuous period of one (1) month then the non-affected person may end the Contract (by written notice).

16.3 If the Contract has been cancelled due to the reasons detailed in Paragraph 16.2 after We have started Installation, We will remove the EV Home Charger from Your Home and remedy any damage We have caused by the removal at no cost to You.

16.4 In certain circumstances beyond Our reasonable control, such as a change in the law, We may be required to discontinue certain services or products. If this situation arises and it impacts Your EV Home Charger and/or Installation, We will inform You using the email address provided in Your Customer Proposal Form and explain the available options to You.

17. Limits on Our Responsibility to You

17.1 Nothing in the Contract removes or limits Our legal responsibility to You for death or personal injury caused by Our negligence (including Our agents and subcontractors), fraud or fraudulent misrepresentation. Furthermore, this Contract does not affect any consumer rights You have by law (including the right to receive products that are fit for their intended purpose, as described, and of satisfactory quality, as well as the right to receive installation services provided with reasonable care and skill).

17.2 We are not responsible for any wear and tear including cosmetic damage to the EV Home Charger after the Installation Completion Date.

17.3 Except for the circumstances set out at Paragraph 17.1, We are not legally responsible under this Contract for:

17.3.1 any losses or damage that is not Our fault, that is not a direct result of something We did (or failed to do) and/or was not reasonably foreseeable when We entered into this Contract (including but not limited to land ownership issues, power supply or existing wiring problems);

17.3.2 any financial losses (for example, wasted expenses or loss of profit, use, income, opportunity, business, contract or goodwill);

17.3.3 losses or damage caused by Our non-compliance with the Contract, delays or unavailability or products or services, as a result of circumstances beyond Our control or caused by a third party for whom We are not responsible;

17.3.4 loss, damage, or injury as a result of Unauthorised Alterations;

17.3.5 any installation or services provided by someone not authorised by Us;

17.3.6 loss or damage to other electrical appliances in Your Home (such as switching the power on or off during Installation) or due to inadequate wiring in Your Home;

17.3.7 loss of corruption of software, data or information;

17.3.8 losses resulting from incorrect instructions or information provided by You; or

17.3.9 losses suffered where aborted installations or delays have been caused by Your failure to provide access to Us or prepare Your Home as required.

17.4 If We are legally responsible to You for any loss or damage Our legal responsibility to You will be limited to £100,000 for all incidents that lead to loss or damage.

17.5 Your EV Home Charger performance may be limited by the specification, make or model of Your Electric Vehicle. It is Your responsibility to check the compatibility of the EV Home Charger with Your Electric Vehicle. We are not liable to You for any loss associated with Your failure to do so.

17.6 The appearance of Your EV Home Charger and its packaging may be different from the pictures or images shown on Our website. The pictures on Our website are only meant to provide an illustration and may not accurately represent the actual product.

18. If You are moving home

18.1 If You move out of Your Home following Installation of Your Home Charger, You  must tell Us at least one (1) month prior to Your move date so We can ensure Your EV Home Charger will work for the next occupant and that they benefit from any remaining Warranty period. To do this, please contact Our EV Home Charger Support Team by email at eondriveuk@eonenergy.com or by telephone on 0333 202 4417. We request that You leave Your handover pack, provided following Installation as detailed in Paragraph 13.1.2, so that the new occupant of Your Home is able to use the EV Home Charger and to contact Us.

19. Advice and Complaints

19.1 If We fail to deliver the standard of service You expect, You can contact Our EV Home Charger Support Team so that We can put it right. You can find their contact details in the “Contacting Us” section below.

19.2 We train Our EV Home Charger Support Team to be able to sort most things out straight away. If they can’t, Our resolution team will take over. If You’re not satisfied with how We respond, You can ask Us to review Your case. We’ll look into how We’ve handled it and decide if We should do anything differently.

19.3 If We haven't resolved Your complaint after eight (8) weeks, or if We've sent You a final resolution letter, also known as a deadlock letter, to say that We are unable to resolve Your complaint, You can go to the Utilities Alternative Dispute Resolution (UADR). It's a free and impartial service that sorts out disputes between companies and customers. You can get in touch with the UADR via the following routes:

• Telephone: 0203 598 7390

• Email: enquiries@ombadr.org

• Website: cdrl.org.uk/utilities-adr

• Address: UADR, 12-14 Walker Ave, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW What they decide is legally binding for Us, but not for You.

19.4 If You aren't happy with what the UADR decides, You can refer Your complaint to the courts of England and Wales (or if Your Home is in Ireland, the courts of Ireland).

19.5 To 'Know Your Rights' and for free, independent, confidential and impartial advice on consumer issues, visit: citizensadvice.org.uk/energy. You can also call the Citizens Advice consumer helpline on 03454 040506 or fill in their energy query form. You can do any of this at any point during the complaints process.

19.6 If We change Our complaints process, We will tell You through Our website eonenergy.com or eonnext.com

20. Personal Data

Processing Your data

20.1 If You provide any personal data to Us under this Contract We will be the ‘data controller’.

Our Data Protection Officer can be contacted at Trinity House, 2 Burton Street, Nottingham, NG1 4BX. We will process Your personal data in accordance with Our privacy notice, as amended from time to time, which can be found at eonenergy.com/privacy or by contacting Us to request a paper copy. Our privacy notice sets out:

• Where We might get data about You from

• Why We need it

• What We might do with the data (including who We might share it with)

• The circumstances in which Your data might be transferred abroad

• How long We keep it for.

We are also required to provide Your name, address and email to NAPIT (a government approved UK accreditation service) to comply with local authority building control notification requirements relating to the Installation of Your EV Home Charger.

Your rights

20.2 You have a number of rights relating to the access to, and control of Your data. These are also set out in Our privacy notice.

How We’ll contact You

If You’ve given Us an email address or mobile telephone number We may email or text You to manage Your account or to provide You with useful information about Your account.

20.3 If You change Your email address, or mobile phone number You will need to let Us know straight away to make sure You still receive messages from Us.

21. Contacting Us

If You wish to contact Us, please:

Write to Us at: E.ON Drive Customer Service, Trinity House, 2 Burton Street, Nottingham, NG1 4BX

Call: Our EV Home Charger Support Team on 0333 202 4417  24/7. This is a local rate number when You call from a landline, and mobile, charges may vary.

Email Us at: eondriveuk@eonenergy.com

22. General

22.1 We reserve the right to change the terms of the Contract. If We do, We will notify You about the changes and when they will take effect. If You do not agree with the changes, You can cancel the Contract with immediate effect by sending Us either an email or a letter attaching a completed Cancellation Form within five Working Days of receiving Our notification. You can find Our contact details in the “Contacting Us” section at Paragraph 21.

22.2 Aside from intellectual property rights (trademarks, design rights, copyright, know how, business names etc) already owned by third parties, all intellectual property rights associated with this Contract shall be owned by Us.

22.3 If any court, ombudsman or any other competent authority decides that any aspect of a provision of the Contract is invalid or unenforceable, that aspect of that provision shall be severed from the Contract and shall have no effect on the remainder of the Contract.

22.4 The Contract is governed by the laws of England and Wales. Your statutory rights as a consumer are set out in legislation and nothing in the Contract, or any of Our marketing materials shall affect any of Your or Our statutory rights.

22.5 This Contract shall be subject to the exclusive jurisdiction of the English Courts.

22.6 The Contracts (Rights of Third Parties) Act 1999 shall not apply and no person other than You or Us shall have any rights under it.

Schedule 1 - Warranty for Electric Vehicle Home Chargers

E.ON Drive Solutions UK Limited provides a limited warranty in respect of the EV Home Charger which has been purchased directly from Us and that We installed at Your Home in accordance with the following terms and conditions:

1. Scope of Warranty

1.1. Subject to Clauses 1.2 and 1.3 of this Schedule 1, this Warranty is given for a period of three (3) years from the Installation Completion Date (the “Warranty Period”) and will cover the cost of parts and labour for repairs to faults of the EV Home Charger originating from the manufacturing and/or installation of the EV Home Charger.

1.2. This Warranty does not cover:

1.2.1. cosmetic damage to the EV Home Charger;

1.2.2. normal ageing and wear and tear to the EV Home Charger (for example, discolouration, normal corrosion/oxidation);

1.2.3. accidental, deliberate or grossly negligent damage;

1.2.4. damage to the Electric Vehicle itself;

1.2.5. damage resulting from grid faults (such as abnormally high voltage outside of the regulated parameters) or from the acts or omissions of Your Distribution Network Operator;

1.2.6. any fault related with the unit which is a result of a damaged cable or using a damaged cable;

1.2.7. any fault or lack of functionality that is caused by a poor wi-fi connection;

1.2.8. damage resulting from a Force Majeure Event.

1.3. For the avoidance of doubt this Warranty will be invalidated where:

1.3.1. the EV Home Charger is misused beyond its intended purpose or has not been used, installed, maintained or stored in accordance with manufacturers instructions or other documentation provided by Us;

1.3.2. Unauthorised Alterations have been undertaken;

1.3.3. You attempt to modify the EV Home Charger without Our prior consent and the repair of the EV Home Charger is made unreasonable as a result of such modification;

1.3.4. the EV Home Charger is used with any connected equipment (such as a charging cable) that has not been supplied by Us or recommended for use by Us with the EV Home Charger;

1.3.5. You do not allow Us reasonable access to Your Home and the EV Home Charger to allow Us to investigate or repair any fault in Your EV Home Charger;

1.3.6. You do not allow Us to download critical firmware to Your EV Home Charger;

1.3.7. the EV Home Charger has been stored in an unsuitable location;

1.3.8. the Warranty Period has expired.

1.4. This Warranty is the exclusive warranty and is provided in the place of any warranty as to fitness for purpose, or any other warranty whether express or implied with the exception of warranties of title and infringement.

2. Procedure for Warranty Claims

2.1. In order to make a claim under this Warranty You must contact the EV Home Charger Support Team by telephone on 0333 202 4417 (option 2) as soon as reasonably possible after You become aware of the defect.

2.2. If You suspect a fault with the EV Home Charger, please make sure that it is connected to wi-fi so that

We can perform remote diagnostic tests to determine the nature of the issue. Please contact the EV Home Charger Support Team using the contact information provided above.

2.3. In the case of a defect which cannot be resolved remotely We will try to contact You to make an appointment to carry out any repairs due under this Warranty and We will aim to visit Your Home within five (5) working days. If We are unable to gain access to Your Home on the date of Your appointment, We reserve the right to charge You for the costs we have incurred in attending the appointment.

2.4. In order to carry out the repairs required under this Warranty We may need to remove Your existing EV Home Charger and replace it with a different EV Home Charger. The replacement EV Home Charger may be new or it could be a refurbished EV Home Charger. We will try to ensure that the replacement EV Home Charger We install will match Your previous EV Home Charger with respect to model and colour but please note that We cannot guarantee this. Where Your previous EV Home Charger model has been discontinued We cannot provide You with the same model but will provide You with another charger of a similar specification. Your previous EV Home Charger will be returned to Us for repair and will then be retained. The Warranty period will not be extended by any replacement of Your EV Home Charger.

2.5. In the event of faulty chargers being repaired or replaced by Us, they may be sent to Our laboratory for evaluation. If it is determined that the fault occurred due to reasons not covered by the Warranty, We retain the right to seek reimbursement for the repair or replacement costs from You.

2.6. In circumstances where We make an appointment to investigate a fault under this Warranty, and upon attendance of Your Home We discover that the fault is caused by any of the items listed in Clause 1.2 of this Schedule 1, We reserve the right to charge You for the costs we have incurred in attending the appointment and the appointment would not be covered by Your Warranty.

3. Miscellaneous

3.1. Your rights under this Warranty will be assigned to the new occupant of Your Home. You must tell Us one (1) month prior to Your move date that You will be moving so that We are able to assign Your rights under this Warranty to the new occupant of Your Home. It is advisable that You notify Us as soon as possible to ensure that Your EV Home Charger is no longer linked to Your account.

3.2. Without prejudice to Clause 3.1 of this Schedule 1, You will not be permitted to transfer Your rights under this Warranty to any third party.

3.3. Should any provision of this Warranty be or become invalid in whole or in part, the validity of the remainder of this Warranty shall not be affected. The invalid provision shall be severed, and the remainder of this Warranty shall continue in force.

4. Jurisdiction

4.1. This Warranty is governed by the laws of England and Wales. Your statutory rights as a consumer are set out in legislation and nothing in this Warranty shall affect any of Your or Our statutory rights.

Last updated May 2025.

E.ON Drive Solutions UK Limited provides a limited warranty in respect of the EV Home Charger which We installed at Your Home in accordance with the following terms and conditions:

1.    Scope of Warranty

1.1    Subject to Clauses 1.2 and 1.3 of this Schedule 1, this Warranty is given for a period of 3  (three) years from the Installation Completion Date (the “Warranty Period”) and will cover the cost of parts and labour for repairs to faults of the EV Home Charger originating from the manufacturing and/or installation of the EV Home Charger. 

1.2    This Warranty does not cover:

1.2.1    cosmetic damage to the EV Home Charger;

1.2.2    wear and tear to the EV Home Charger;

1.2.3    accidental, deliberate or grossly negligent damage;

1.2.4    damage to the Electric Vehicle itself;

1.2.5    damage resulting from grid faults (such as abnormally high voltage outside of the regulated parameters) or from the acts or omissions of Your Distribution Network Operator;

1.2.6    any fault related with the unit which is a result of a damaged cable or using a damaged cable;

1.2.7    any fault or lack of functionality that is caused by a poor wi-fi connection; 

1.2.8    damage resulting from a Force Majeure Event.

1.3    For the avoidance of doubt this Warranty will be invalidated where:

1.3.1    the EV Home Charger is misused beyond its intended purpose or has not been used or stored in accordance with manufacturers instructions;

1.3.2    there has been a non-authorised/non E.ON representative interference with the EV Home Charger;

1.3.3    You attempt to modify the EV Home Charger without Our prior consent and the repair of the EV Home Charger is made unreasonable as a result of such modification;

1.3.4    You do not allow us reasonable access to Your Home and the EV Home Charger to allow us to investigate or repair any fault in Your EV Home Chargers; 

1.3.5    You do not allow us to download critical firmware to Your EV Home Charger; 

1.3.6    the Warranty Period has expired.

1.4    This Warranty is the exclusive warranty and is provided in the place of any warranty as to fitness for purpose, or any other warranty whether express or implied with the exception of warranties of title and infringement. 

2.    Procedure for Warranty Claims

2.1    In order to make a claim under this Warranty You must contact us:

By post at: E.ON Drive Customer Service Team, PO Box 7750, Nottingham, NG1 6WR. Or call: Our 24/7 Technical Support Team on 0333 202 4417 (option 2).

2.2    In the case of a defect which cannot be resolved remotely We will try to contact You to make an appointment to carry out any repairs due under this Warranty and We will aim to visit Your Home within 5 working days. If We are unable to gain access to Your Home on the date of Your appointment,  We reserve the right to charge You for the costs we have incurred in attending the appointment.  

2.3    In order to carry out the repairs required under this Warranty We may need to remove Your existing EV Home Charger and replace it with a different EV Home Charger. The replacement EV Home Charger may be new or it could be a refurbished EV Home Charger. We will try to ensure that the replacement EV Home Charger We install will match Your previous EV Home Charger with respect to model and color but please note that We cannot guarantee this. Where Your previous EV Home Charger model has been discontinued We cannot provide You with the same model but will provide You with another charger of a similar specification. Your previous EV Home Charger will be returned to Us for repair and will then be retained. The Warranty period will not be extended by any replacement of Your EV Home Charger. 

2.4    In circumstances where We make an appointment to investigate a fault under this Warranty, and upon attendance of Your Home We discover that the fault is caused by any of the items listed in paragraph 1.2 of this Warranty, We reserve the right to charge You for the costs we have incurred in attending the appointment and the appointment would not be covered by Your Warranty. 

3.    Miscellaneous

3.1    Your rights under this Warranty will be assigned to the new occupant of Your Home. You must tell Us one month prior to Your move date that You will be moving so that We are able to assign Your rights under this Warranty to the new occupant of Your Home. It is advisable that You notify Us as soon as possible to ensure that Your EV Home Charger is no longer linked to Your account. 

3.2    Without prejudice to Schedule 1 Clause 3.1, You will not be permitted to transfer Your rights under this Warranty to any third party. 

3.3    Should any provision of this Warranty be or become invalid in whole or in part, the validity of the remainder of this Warranty shall not be affected. The invalid provision shall be severed, and the remainder of this Warranty shall continue in force. 

4.    Jurisdiction

4.1    This Warranty is governed by the laws of England and Wales. Your statutory rights as a consumer are set out in legislation and nothing in this Warranty shall affect any of Your or Our statutory rights.

Terms and Conditions

Applicable to

E.ON Next Energy Limited Customers Purchasing An Air Source Heat Pump from E.ON Energy Installation Services Limited.

1. The Offer

E.ON Energy Installation Services Limited (CRN: 09965944) whose registered address is Westwood Way, Westwood Business Park, Coventry, United Kingdom, CV4 8LG ("E.ON EIS") is offering a discount of £350 off the price of a new Air Source Heat Pump (“ASHP”) including the installation which is available to E.ON Next Energy Limited (CRN: 03782443) (“E.ON Next”) and Sainsbury’s Energy supply Customers when the discount code: “PUMP350” is used (the "Customer Discount").

Sainsbury's Energy is a trading name used under license by E.ON Next, Sainsbury’s Energy customers are supplied by E.ON Next.

In order to receive the Customer Discount, you (the "Customer" and "you") agree to be bound by these terms and conditions ("Terms") and confirm that all information submitted is true, accurate, and complete. The Customer Discount can be changed or withdrawn at any time and for any reason. Where the Customer Discount is changed or withdrawn, E.ON EIS will notify Customers at: www.eonenergy.com/exclusive-discounts/energy-customer-offers.

E.ON EIS reserves the right to verify the eligibility of any and all Customers and may, in its sole discretion, not accept any Customers that fail to satisfy the eligibility requirements below. Customers shall at all times act in good faith towards E.ON EIS and the Customer Discount.

Customers may only apply one Customer Discount per household. The Customer Discount is not exchangeable for cash or any other alternative, is non-transferrable and may not be used in conjunction with any other offers.

The purchase from, then supply and installation of the ASHP system by E.ON EIS is subject to ASHP supply and installation terms and conditions and eligibility. More information can be found at: eonenergy.com/terms-and-conditions/eon-installation.

2.   Eligibility

This Customer Discount is available to E.ON Next supply Customers aged 18 years old or above who:

a) book an ASHP call with an E.ON EIS Heating Expert (“Heating Expert”) between 18 March 2024 and 30 June 2025 (“Offer Period”);

b) complete their Onsite Survey (“Survey”) before 11:59pm on 31 July 2025;

c)  give the discount code “PUMP350" during their call with an E.ON EIS Heating Expert;

d) have either made their upfront payment or accepted the Terms and Conditions of their finance agreement within 30 days of receiving their quote following the Survey;

e) apply the relevant Customer Discount code to their respective quote; and

f) reside in an eligible location (to be discussed during the call with an E.ON EIS Heating Expert).

In either case, Customers are not eligible to receive the Customer Discount if they:

a) do not remain an E.ON Next supply Customer at the time of installation.

b)  are excluded from the Customer Discount in accordance with these Terms.

c) are purchasing their ASHP system through government schemes other than the Boiler Upgrade Scheme and,

d) are an employee of E.ON EIS, E.ON Next or E.ON Energy Solutions Limited (company registration number 03407430).

3.   How to Receive the Customer Discount

You can receive the Customer Discount by booking a Survey with a Heating Expert by visiting eoninstall.com/heat-pumps/get-a-quote. Surveys are subject to availability. After your Survey, you will receive a quote (the “Quote”) which will include the total cost of an ASHP.

You must notify the Heating Expert carrying out the  Survey of your intention to receive the Customer Discount by providing the relevant Customer Discount code. If your ASHP system is covered by these Terms and you are deemed eligible, the Customer Discount will be applied to your Quote. Failure to notify the Heating Expert of your intention to receive the Customer Discount may result in the Customer Discount not being applied to your Quote, and the Customer Discount may not be applied retrospectively.

4.   General

If you have any questions about the Customer Discount or you need to get in contact with us, please contact E.ON EIS on 0345 366 5981 and we will do our best to help.

To the furthest extent permitted by law, E.ON EIS liability to you in contract, tort (including negligence) or otherwise for any loss, injury or damage of whatever kind caused in whole or in part by receiving the  Customer Discount, or by their failure to perform any of their obligations under these Terms shall be limited to £250. Nothing in these Terms excludes or limits E.ON EIS liability for death or personal injury arising from their negligence, or fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

E.ON EIS accepts no responsibility for your failure to sign up for the Customer Discount due to a technical fault and accepts no responsibility for any purchases which are not completed in accordance with these Terms for any reason.

In the event of unforeseen circumstances or technical reasons outside of its control, E.ON EIS shall have the right to amend or temporarily suspend the Customer Discount at any time (including if required by local regulations and/or laws) without liability to you or its Customers.

Each paragraph of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs of these Terms will remain in full force and effect.

The Customer Discount and these Terms are governed by and construed in accordance with English law and you and we both agree that any dispute or claim arising out of or in connection with the Customer Discount or these Terms will be subject to the non-exclusive jurisdictions of the courts of England.

Terms and Conditions

Applicable to

E.ON Next Energy Limited Customers Purchasing Solar from E.ON Energy Installation Services Limited

1. The Offer

E.ON Energy Installation Services Limited (CRN: 09965944) whose registered address is Westwood Way, Westwood Business Park, Coventry, United Kingdom, CV4 8LG ("E.ON EIS") is offering a discount of either:

1. £200 off the total price of a solar panel and battery storage installation;

2. £150 off the total price of a solar panel installation only; or

3. £150 off the total price of a battery storage installation only.

This discount is available to E.ON Next Energy Limited (CRN: 03782443) (“E.ON Next”) and Sainsbury’s Energy supply Customers (“Customer Discount”) when the discount code “SOLAR200” (solar panel and battery storage) or “SOLAR150” (either solar panel or battery storage only) is used.

Sainsbury's Energy is a trading name used under license by E.ON Next, Sainsbury’s Energy customers are supplied by E.ON Next.

In order to receive the Customer Discount, you (the "Customer" and "you") agree to be bound by these terms and conditions ("Terms") and confirm that all information submitted is true, accurate, and complete. The Customer Discount can be changed or withdrawn at any time and for any reason. Where the Customer Discount is changed or withdrawn, E.ON EIS will notify Customers at: eonenergy.com/exclusive-discounts/energy-customer-offers

E.ON EIS reserves the right to verify the eligibility of any and all Customers and may, in its sole discretion, not accept any Customers that fail to satisfy the eligibility requirements below. Customers shall at all times act in good faith towards E.ON EIS and the Customer Discount.

Customers may only apply one Customer Discount per household. The Customer Discount is not exchangeable for cash or any other alternative, is non-transferrable and may not be used in conjunction with any other offers.

The purchase from, then supply and installation of the solar system by E.ON EIS is subject to solar system supply and installation terms and conditions and eligibility. More information can be found at: eonenergy.com/terms-and-conditions/eon-installation

2. Eligibility

This Customer Discount is available to E.ON Next supply Customers aged 18 years old or above who:

a) book a free solar Remote Survey (“Remote Survey”) for a solar panel and battery storage installation or a solar panel installation only or a battery storage installation only, with an E.ON EIS Solar Expert between 22 June 2024 and 30 June 2025 (“Offer Period”);

b) complete their Remote Survey before 11:59pm on 10 July 2025;

c) give the discount code “SOLAR200“, or “SOLAR150”, in their Remote Survey;

d) have either made their upfront payment or accepted the Terms and Conditions of their finance agreement within 30 days of receiving their email quote following the Remote Survey.

e) apply the relevant Customer Discount code to their respective quote.

In either case, Customers are not eligible to receive the Customer Discount if they:

a) reside outside of the mainland UK, or in Scotland, or any of the following postcode areas: ZE, KW, HS, IV, AB, PH, DD, PA, KY, KA, DG, TD, IM, LL, PO31 through to PO41, NW, N, E, W, WC, EC, SW, SE;

b) do not remain an E.ON Next supply Customer at the time of installation;

c) are excluded from the Customer Discount in accordance with these Terms.

d) are purchasing their solar system or storage through government schemes; and

e) are an employee of E.ON EIS, E.ON Next or E.ON Energy Solutions Limited (company registration number 03407430).

3. How to Receive the Customer Discount

You can receive the Customer Discount by booking a free solar Remote Survey with an E.ON EIS Solar Expert by visiting eoninstall.com/solar-panels/get-a-quote Remote Surveys are subject to availability.

In your Remote Survey, you will receive a quote (the “Quote”) which will include the total cost of either:

1. a solar panel and battery storage installation;

2. a solar panel installation only; or

3. a battery storage installation only.

You must notify the Solar Expert carrying out the Remote Survey of your intention to receive the Customer Discount by providing the relevant Customer Discount code. If your solar panel and battery system is covered by these Terms and you are deemed eligible, the Customer Discount will be applied to your Quote. Failure to notify the Solar Expert of your intention to receive the Customer Discount may result in the Customer Discount not being applied to your Quote, and the Customer Discount may not be applied retrospectively.

4. General

If you have any questions about the Customer Discount or you need to get in contact with us, please contact E.ON EIS on 0345 366 5981 and we will do our best to help.

To the furthest extent permitted by law, E.ON EIS liability to you in contract, tort (including negligence) or otherwise for any loss, injury or damage of whatever kind caused in whole or in part by receiving the Customer Discount, or by their failure to perform any of their obligations under these Terms shall be limited to £250. Nothing in these Terms excludes or limits E.ON EIS liability for death or personal injury arising from their negligence, or fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

E.ON EIS accepts no responsibility for your failure to sign up for the Customer Discount due to a technical fault and accepts no responsibility for any purchases which are not completed in accordance with these Terms for any reason.

In the event of unforeseen circumstances or technical reasons outside of its control, E.ON EIS shall have the right to amend or temporarily suspend the Customer Discount at any time (including if required by local regulations and/or laws) without liability to you or its Customers.

Each paragraph of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs of these Terms will remain in full force and effect.

The Customer Discount and these Terms are governed by and construed in accordance with English law and you and we both agree that any dispute or claim arising out of or in connection with the Customer Discount or these Terms will be subject to the non-exclusive jurisdictions of the courts of England.

Terms and Conditions

Applicable to

E.ON Next Energy Limited Customers Purchasing a Home Electric Vehicle Charger from E.ON Drive Solutions UK Limited

1. The Offer

E.ON Drive Solutions UK Limited (registered number 12467317) whose registered address is Westwood Way, Westwood Business Park, Coventry, United Kingdom, CV4 8LG ("E.ON ES") is the offeror offering £50 off the price of a home electric vehicle charger (“EV charger”) for E.ON Next Energy Limited (company registration 03782443) (“E.ON Next”) supply customers when the discount code “EV50” is used (the "Offer").

By participating in the Offer, you (the "Participant" and "you") agree to be bound by these terms and conditions ("Terms") and confirm that all information submitted is true, accurate, and complete. The Offer can be changed or withdrawn at any time and for any reason and will be available for a limited period only. Where the Offer is changed or withdrawn, E.ON ES will notify customers at: eonenergy.com/eonnext-offers.

E.ON ES reserves the right to verify the eligibility of any and all Participants and may, in its sole discretion, not accept any Participant that fails to satisfy the eligibility requirements below. Participants shall at all times act in good faith towards E.ON ES and the Offer. Customers may only apply one Offer per household. The Offer is not exchangeable for cash or any other alternative and is non-transferable.

The purchase from, then supply and installation of the EV charger by E.ON ES is subject to EV supply and installation terms and conditions and eligibility. More information can be found at: eonenergy.com/terms-and-conditions/eon-drive.

2. Eligibility

This Offer is available to E.ON Next supply customers aged 18 years old or above who:

a) book a free EV charger video call survey (“Video Call Survey”) between 29 February 2024 and 30 June 2025 (“Offer Period”);

b) complete their Video Call Survey before 11:59pm on 10 July 2025;

c) give the relevant discount code in the Video Call Survey;

d) remain an E.ON Next supply customer at the time of installation (which may be outside of the Offer Period);

e) do not reside outside of the mainland UK or in any of the following areas and UK postcodes: AB, DD, DG, FK, HS, IV, KA, KW, KY, ML, PA, PH, TD, ZE and PO31 through to PO41.

f) live in a property that is suitable for the installation of an EV charger and is not excluded for any health and safety, structural or technical reasons connected with your home;

g) either own the property that they live in or have the express consent of the property owner prior to installation;

h) are not excluded from the Offer in accordance with these Terms; and

i) are not employees of E.ON ES, E.ON Next or E.ON Energy Installation Services Limited (company registration number 09965944) (“EEIS”).

3. How to Participate in the Offer

You can participate in this Offer by booking a free EV charger Video Call Survey with an E.ON ES EV charger Expert (“EV Charger Expert”) by visiting eoninstall.com/uk-emobility-b2c/serving-area or eonnext.com/electric-vehicles/home-chargers. Video Call Surveys are subject to availability.

In your Video Call Survey, you will receive an EV charger quote which will include the total cost of the installation ("Quote"). You must notify the EV Charger Expert carrying out the Video Call Survey of your intention to participate in the Offer and give the relevant offer code. If the EV Charger is covered by these Terms and you are deemed to be eligible, the relevant discount will be applied to your Quote and deducted from the total cost. If you do not notify the EV Charger Expert of your intention to participate in the Offer the discount may not be applied to your Quote. Discount codes may not be applied retrospectively.

4. General

If you have any questions about this Offer or you need to get in contact with us, please contact E.ON ES on 0333 202 4417 (option 1) and we'll do our best to help.

To the furthest extent permitted by law, E.ON ES liability to you in contract, tort (including negligence) or otherwise for any loss, injury or damage of whatever kind caused in whole or in part by participation in this Offer, or by their failure to perform any of their obligations under these Terms shall be limited to £250. Nothing in these Terms excludes or limits E.ON ES liability for death or personal injury arising from their negligence, or fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law. E.ON ES accepts no responsibility for your failure to sign up for this Offer due to a technical fault and accepts no responsibility for any purchases which are not completed in accordance with these Terms for any reason.

In the event of unforeseen circumstances or technical reasons outside of its control, E.ON ES shall have the right to amend or temporarily suspend the Offer at any time (including if required by local regulations and/or laws) without liability to you or its customers.

Each paragraph of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs of these Terms will remain in full force and effect.

This Offer and these Terms are governed by and construed in accordance with English law and you and we both agree that any dispute or claim arising out of or in connection with this Offer or these Terms will be subject to the non-exclusive jurisdictions of the courts of England.

These terms and conditions (the ‘Terms’) govern the tado° Thermostat Energise Offer (the ‘Offer’) which provides eligible E.ON Next customers a 50% discount on selected Tado products. By participating in this Offer, you agree to comply with these Terms.

1. General Terms

1.1 These terms and conditions govern the tado° Thermostat Energise Offer (the “Offer”).

1.2 By participating in the Offer, customers agree to these terms and conditions.

1.3 The Offer may be withdrawn or modified at any time without prior notice.

2. Eligibility

2.1 The Offer is available exclusively to customers of E.ON Next.

2.2 Participants must log in to their E.ON Next online account to access the Offer.

2.3 A valid smartphone is required to download and use the tado° app to operate the thermostat.

3. Offer Redemption

3.1 The Offer provides a 50% discount on tado° V3+ products for eligible E.ON Next customers.

3.2 The discount is applicable only once per customer in a single transaction.

3.3 Following the completion of one transaction (covering one or multiple products), the Offer expires.

3.4 Subsequent purchases will not qualify for the 50% discount.

4. Purchase and Delivery

4.1 All products purchased through the Offer are dispatched directly by tado°.

4.2 Customers will be redirected from the E.ON Next website to the tado° website to complete their purchase.

4.3 tado° is responsible for processing all transactions, including collection of personal and payment information, in compliance with applicable data protection laws.

5. Support and Warranty

5.1 Installation support and general customer inquiries related to tado° products are the responsibility of tado°.

5.2 tado° provides support through various channels, including live chat, email, and telephone.

5.3 Any product faults, damages, or defects must be reported to and resolved directly by tado°.

6. Returns and Refunds

6.1 Returns, refunds, and exchanges for tado° products are managed exclusively by tado°.

6.2 Refunds will be processed by tado° in accordance with their policies, including but not limited to cases of dissatisfaction, damage, or product faults.

7. Governing Law and Jurisdiction

7.1 This Agreement shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.

8. Additional Provisions

8.1 E.ON Next is not responsible for the performance, functionality, or support of tado° products.

8.2 Any liabilities arising from the purchase, use, or operation of tado° products rest solely with tado°.

New Build Battery Retrofit Offer (from 21 December 2024).

Terms and conditions

These terms and conditions have been updated from the 24 February 2025. Section 1 and 2 have been amended with a new “Offer Period”.

Applicable to:

Customers who have had solar panels previously installed by ECO2 Solar Limited and are now purchasing a battery retrofit system from E.ON Energy Installation Services Limited.

1. The Offer

E.ON Energy Installation Services Limited (CRN: 09965944) whose registered address is Westwood Way, Westwood Business Park, Coventry, United Kingdom, CV4 8LG ("E.ON EIS") is offering £1,000 off the price of a battery retrofit system (“Battery Retrofit”) for customers who have previously had solar panels installed by ECO2 Solar Limited (CRN: 06083205) whose registered address is Unit 8 John Samuel Building, Arthur Drive Hoo Farm Industrial Estate, Kidderminster, Worcestershire, DY11 7RA (“Eco2Solar”) when the offer code “NBB1000” is used (the "Offer").

By participating in the Offer, you (the "Participant" and "you") agree to be bound by these terms and conditions ("Terms") and confirm that all information submitted is true, accurate, and complete. The offer is valid for remote surveys completed between 1 October 2024 and 30 June 2025. The validity of the offer may be changed or withdrawn at any time. Where the Offer is changed or withdrawn, E.ON EIS will notify customers at: https://www.eonenergy.com/terms-and-conditions/eon-installation.html.

E.ON EIS reserves the right to verify the eligibility of any and all Participants and may, in its sole discretion, not accept any Participant that fails to satisfy the eligibility requirements below. Participants shall at all times act in good faith towards E.ON EIS and the Offer.

Customers may only apply one Offer per household. The Offer is not exchangeable for cash or any other alternative and is non-transferrable. The Offer cannot be used in conjunction with any other offer.

The purchase and supply and installation of the Battery Retrofit by E.ON EIS is subject to the solar panels and battery installation terms and conditions and eligibility. More information can be found at: eonenergy.com/terms-and-conditions/eon-installation.

2. Eligibility

This Offer is available to customers aged 18 years old or above who:

1. have previously had solar panels installed by Eco2Solar;

2. book a free solar remote survey for a Battery Retrofit with an E.ON EIS solar expert between 1 October 2024 and 20 June 2025 ("Offer Period");

3. complete their remote survey before 11.59pm on 30 June 2025;

4. provide the offer code “NBB1000” during their remote survey;

5. has either made their upfront payment or accepted the terms and conditions of their finance agreement within 30 days of receiving their email quote following the remote survey; and

6. apply the relevant offer code to their respective quote.

In either case, customers are not eligible to receive the Offer if they:

1. reside outside of the mainland UK, or in Scotland, or any of the following postcode areas: ZE, KW, HS, IV, AB, PH,

2. DD, PA, KY, KA, DG, TD, IM, LL, PO31 through to PO41, NW, N, E, W, WC, EC, SW, SE;

3. are excluded from the Offer in accordance with these Terms.

4. are purchasing their Battery Retrofit through government schemes; and

5. are an employee of E.ON EIS, Eco2Solar, E.ON Next Energy Limited (CRN: 03782443) or E.ON Energy Solutions Limited (CRN: 03407430).

3. How to Receive the Offer

You can receive the Offer by booking a free solar remote survey with an E.ON EIS solar expert by visiting eoninstall.com/solar-panels/battery/get-a-quote. Remote surveys are subject to availability.

In your remote survey, you will receive a quote which will include the total cost of a Battery Retrofit. You must notify the solar expert carrying out the remote survey of your intention to receive the Offer by providing the offer code “NBB1000”. If your Battery Retrofit is covered by these Terms and you are deemed eligible, the Offer will be applied to your Quote. Failure to notify the solar expert of your intention to receive the Offer may result in the Offer not being applied to your Quote, and the Offer may not be applied retrospectively.

4. General

If you have any questions about the Offer or you need to get in contact with us, please contact E.ON EIS on 0345 366 5981 and we will do our best to help.

To the furthest extent permitted by law, E.ON EIS’s liability to you in contract, tort (including negligence) or otherwise for any loss, injury or damage of whatever kind caused in whole or in part by receiving the Offer, or by their failure to perform any of their obligations under these Terms shall be limited to £250. Nothing in these Terms excludes or limits E.ON EIS’s liability for death or personal injury arising from their negligence, or fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

E.ON EIS accepts no responsibility for your failure to sign up for the Offer due to a technical fault and accepts no responsibility for any purchases which are not completed in accordance with these Terms for any reason.

In the event of unforeseen circumstances or technical reasons outside of its control, E.ON EIS shall have the right to amend or temporarily suspend the Offer at any time (including if required by local regulations and/or laws) without liability to you or its customers.

Each paragraph of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs of these Terms will remain in full force and effect.

The Offer and these Terms are governed by and construed in accordance with English law and you and we both agree that any dispute or claim arising out of or in connection with the Offer or these Terms will be subject to the non-exclusive jurisdictions of the courts of England.

Terms and conditions applicable to E.ON Next refer a family or friend offer.

Background.

E.ON Next Energy Limited (CRN:03782443) whose registered address is Westwood Way, Westwood Business Park, Coventry, United Kingdom, CV4 8LG (“E.ON Next”) is offering:

1. a Reward to a Referrer who has previously purchased an Air Source Heat Pump (“ASHP”) from E.ON Energy Installation Services Limited (CRN: 09965944) whose registered address is Westwood Way, Westwood Business Park, Coventry, United Kingdom, CV4 8LG ("E.ON EIS"); and

2. a Discount on the price of an ASHP purchased from E.ON EIS by a Referee no later than 31 March 2026. (together “the Offer”).

Definitions.

• “Discount” means the reduction applied to the price of the ASHP purchased by the Referee.

• “Referee” means a family or friend who has been referred (by the Referrer) to E.ON EIS to purchase an ASHP.

• “Referral” means a referral for the purchase of an ASHP from E.ON EIS, made by the Referrer to the Referee.

• “Referrer” means a customer who has already purchased an ASHP from E.ON EIS and is making the Referral.

• “Reward” means either the credit added to an energy account (if you are an existing E.ON Next customer) or shopping vouchers (if you are non E.ON Next customer).

• “You/Your” means you the Referrer or the Referee.

The Offer.

• The Referrer is offered a Reward for each Referral (in accordance with Clause 2.4) and the Referee is offered a Discount if an ASHP is purchased by the Referee upon being referred by the Referrer (in accordance with Clause 2.3).

• The Offer may be subject to change at any time and may vary by campaign and the time period in which the Offer is valid for will be clearly stated in promotional material.

• The Discount will be applied to the ASHP Quotation at the point in which the Referee has provided E.ON Next with the name, address and if applicable the E.ON Next account number of the Referrer during the Quotation process and/or the survey.

• The Reward will be processed once the Referee has accepted the Quotation, accepted the terms and conditions applicable to the installation of the ASHP and has either paid for the price for the ASHP in full or accepted the terms and conditions applicable to any finance agreement.

• E.ON Next reserves the right to vary or withdraw the Offer at any time without notice, however rewards validly earned by the Referrer before this time as well the subsequent Referee Discount will be honoured.

• Both the Referrer and the Referee must be over the age of 18 in order participate in this Offer.

• The Referrer must not falsely claim to represent E.ON Next when sharing their details (for the purposes of facilitating the Referral) with a Referee.

• The Referrer must not pay for advertising regarding the Reward across social media platforms or search engines.

• The Referrer must not share details of the Reward on any review websites or community platforms. For example, Trustpilot or including it as part of a review.

• If E.ON Next have reason to believe the Referrer is benefitting from our on the Reward on a commercial basis rather than for personal use, the Referrer will no longer be eligible for the Offer.

• If E.ON Next suspects a breach of these terms and conditions, it reserves the right to suspend the Referrer from the Offer at any point.

• If the Referrer is an E.ON Next customer it will not be eligible to withdraw the Reward from their account as cash within the term of their contract (including where they decide to change supplier earlier than their contract end date).

• If the Referrer is an E.ON Next customer and pays by Direct Debit and asks for a refund of the credit they have built up on their account, the Reward will be excluded from any refund within the term of their contract.

• The Discount can be used in conjunction with the discount available to all E.ON Next customers (and Sainsbury’s Energy customers) when buying an ASHP but not in conjunction with any other offers or discount. This discount is £350 off the price of a new ASHP when the discount code “PUMP350” is used.

General

• If you have any questions about this Offer or you need to get in contact with us, please contact E.ON Next on 0345 366 5981 and we will do our best to help.

• To the furthest extent permitted by law, E.ON Next’s liability to you in contract, tort (including negligence) or otherwise for any loss, injury or damage of whatever kind caused in whole or in part by participation in this Offer, or by their failure to perform any of their obligations under these Terms shall be limited to £250. Nothing in these Terms excludes or limits E.ON Next’s liability for death or personal injury arising from their negligence, or fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

• E.ON Next accepts no responsibility for Your failure to take up this Offer due to a technical fault and accepts no responsibility for any purchases which are not completed in accordance with these terms for any reason.

• In the event of unforeseen circumstances or technical reasons outside of its control, E.ON Next shall have the right to amend or temporarily suspend the Offer at any time (including if required by local regulations and/or laws) without liability to you or its customers.

• Each paragraph of these terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs of these terms will remain in full force and effect.

• This Offer and these terms are governed by and construed in accordance with English law and you, and we both agree that any dispute or claim arising out of or in connection with this Offer and/or the Customer Discount or these Terms will be subject to the non-exclusive jurisdictions of the courts of England.

1. Eligibility.

1.1 This offer is available only to existing E.ON Next customers who have received the promotional email.

1.2 Customers with Pay As You Go (PAYG) meters are not eligible for this offer.

1.3 Single gas customers are excluded from this offer.

2. Offer Details.

2.1 The offer consists of a £5 bill credit, equivalent to or exceeding the average daily cost of electricity in the UK.

2.2 Please refer to the dates within the promotional email, which outlines when the offer period starts and ends.

3. How to Claim.

3.1 To claim the offer, eligible customers must:

a) Download the E.ON Next app.

b) Log into their account on the app.

c) Claim the free energy day reward (£5 bill credit) within the offer period stated in the promotional email.

4. Credit Application

4.1 The £5 bill credit will be applied within 28 days of 2 May 2025.

4.2 The credit will appear as 'Free energy credit' on online accounts and paper statements, and bills.

4.3 This credit is non-transferable and non-refundable.

4.4 Customers with both gas and electricity on a single account will receive a maximum of £5 bill credit.

5. Energy Usage and Payments

5.1 The £5 credit will be applied regardless of actual energy usage during the reward period.

5.2 If consumption exceeds the total value of the reward before the end of the 24-hour period, customers are responsible for paying for ongoing usage as per their account terms and conditions.

5.3 Customers are responsible for adjusting their monthly payments to avoid falling into arrears.

6. Exclusions and Limitations

6.1 This offer cannot be used in conjunction with any other offer or discount available from E.ON Next at the time of app download.

6.2 Customers who switch suppliers or move home before 30th April 00:00, 2025, will not receive the credit.

7. Price Cap Information

7.1 Between 1 April and 30 June 2025, the energy price cap is set at £1,849 per year for a typical household who use electricity and gas and pay by Direct Debit.

7.2 For more information on average costs of electricity and gas based on the January price cap in the UK, please visit: https://www.ofgem.gov.uk/energy-price-cap

7.3 Individual electricity costs may vary depending on factors such as home size, energy usage habits, and supplier tariffs.

8. Changes to the Offer

8.1 E.ON Next reserves the right to modify, suspend, or cancel this offer at any time without prior notice.

9. Data Protection

9.1 Personal data collected in connection with this offer will be processed in accordance with E.ON Next's Privacy Policy.

10. Acceptance of Terms

10.1 By participating in this offer, customers agree to these terms and conditions

1 About us

The promoter of this promotion is E.ON Energy Solutions Limited (CRN: 03407430) (“the Promoter”) whose registered office is at Westwood Way, Westwood Business Park, Coventry, CV4 8LG.

2 The promotion

The Promoter is offering the chance to win a Wallbox electric vehicle charging post plus free standard installation. E.ON Next will issue a voucher code of £1,049 which the user must enter into the online journey to redeem their free Wallbox charger and standard installation.

3 How to enter

3.1 You can enter this promotion at the Innovation Zero Congress via the E.ON Next exhibition stand.

3.2 You can enter by completing the entry form via the URL link and providing your details.

3.3 You may only submit one entry to this promotion.

3.4 No payment is necessary to enter this promotion.

3.5 All entries must include your name and email address.

3.6 By submitting your entry, you confirm that you have read and understood these terms and conditions and agree to be bound by them. Entries that do not comply with these promotion rules will be void and will not be entered into the promotion.

4 Start and closing date

4.1 The promotion will start and close during the event.

4.1.1 You can enter this promotion at the event on 29 April 2025 from 9:00am and it will close on 30 April 2025 at midnight.

4.2 Entries received outside the time periods set out in this clause 4 will be void and will not be entered into this promotion.

5 Eligibility

5.1 To enter this promotion, you must be a resident of the UK and be aged 18 or over at the time of entry.

5.2 The following persons are not eligible to enter:

5.2.1 our employees or workers, or the employees or workers of any company in our group;

5.2.2 employees or workers of any organisation involved in the operation or administration of this promotion including prize suppliers and advertising agencies; and

5.2.3 members of their immediate families.

5.3 You must live in accommodation that is suitable for the installation of an electric vehicle charging point. You must therefore not live in a flat, terrace house or accommodation that does not have off street parking.

5.4 You will only be able to receive the prize if you live at a property that is eligible for standard electric vehicle charging installation. If you live at a location that requires any additional civil or ground works (for example an upgrade to the distribution network) you will not be eligible to receive the prize.

5.5 You must not already have an electric vehicle charging point installed at the accommodation in which you intend the prize to be installed at.

5.6 If you are deemed to be ineligible under these terms and conditions the prize will be made available to the next eligible entrant.

5.7 To redeem the winner must enter the voucher code in the online journey and it will entitle a free Wallbox Pulsar Max with standard installation (value of £1049) anything over this must be paid for by the winner

5.8 You will only be able to receive the prize at the address provided upon entry to the promotion.

5.9 Entries will be void if they:

5.9.1 do not comply with these terms and conditions;

5.9.2 are incomplete or illegible;

5.9.3 are considered by the promoter to be part of an attempt to manipulate or unfairly influence the outcome of this promotion.

5.10 We may ask for proof of age, residence or eligibility. Delay or failure to provide the evidence to our reasonable satisfaction may result in an entry being void or a prize being forfeited.

5.11 Our decision as to whether an entrant (or their entry) is eligible for this promotion is final and we are not obliged to provide any reasons for disqualification.

6 Prize

6.1 The prize is supplied by the Promoter and comprises an electric vehicle charging point plus standard installation.

6.2 One electric vehicle charging point plus standard installation will be available to win

6.3 The winner is responsible for any costs or expenses involved in claiming or using the prize other than those that are expressly stated above as being included as part of the prize.

6.4 Following selection of the winners, the Promoter will carry out a survey at the winner’s property to ensure that they are suitable for receipt of the prize. If the survey reveals that an electric vehicle charging post cannot be installed or can be installed but at additional cost outside of the standard installation cost, the winner will no longer be eligible to receive the prize and the prize will be made available to the next eligible entrant in accordance with clause 6.5 below.

6.5 The installation of the prize will be subject to the Promoters standard terms and conditions for installation. A copy of these terms can be found here: https://www.eonnext.com/policies/terms-and-conditions

6.6 The prize may be subject to additional terms and conditions imposed by the supplier or other organisation connected to this promotion.

6.7 The prize is for the named winner only and cannot be given or transferred to any other person. A cash alternative is not available should the winner not be eligible for installation.

6.8 The promoter reserves the right to amend or withdraw the prize draw without notice.

7 Selection of the winner

7.1 One winner will be randomly selected as part of the promotion one week after the closing date.

7.2 The winner will be randomly selected via a computer generator.

8 Contacting the winner

8.1 We will notify the winner via email as soon as possible on or after the closing date using the contact details provided in the entry.

8.2 Reasonable efforts will be made to make contact over a period of two weeks. If it has not been possible to contact the winner in that time, the prize will be forfeited and awarded to the next eligible entrant.

9 Receiving the prize

9.1 When we email the winner as per clause 8.1, we will also provide them with instructions on how to book the survey in order to obtain their prize.

9.2 We are not liable for any damage or loss to a prize caused by any third party. If a prize is damaged or fails to be delivered, we have no obligation to provide a replacement prize.

10 Publicity and use of personal information

10.1 We will use your personal information only in accordance with these terms and conditions for the administration of the promotion and for no other purposes unless we have your consent. Your personal details will be kept in accordance with the current data protection legislation and in line with our privacy policy, a copy of which can be found here: https://www.eonenergy.com/privacy.html.

10.2 The surname and county of the winner can be obtained by sending a stamped, self-addressed envelope to E.ON Next Energy Limited Registered Office: Westwood Way, Westwood Business Park, Coventry, CV4 8LG.

10.3 Entrants who do not want their surname and county included on the list of winners referred to above must notify us within a reasonable period of time before the closing date of this promotion. See clause 12 below for our contact details.

10.4 The winner of this promotion may be asked to participate in publicity.

11 Our liability

While nothing in these terms and conditions will limit our liability for death or personal injury caused by our negligence or for fraud, we will not be legally responsible to entrants or winners for any losses that were not foreseeable to us or to you at the time of entry to this promotion or which are caused by a third party.

12 Complaints and disputes

12.1 If you want to contact us about this promotion or have a complaint, you can reach us by:

12.1.1 phone: 0808 501 5200

12.1.2 email: hi@eonnext.com or

12.1.3 https://www.eonnext.com/unhappy

12.2 These terms and conditions shall be governed by and construed in accordance with the laws of England and Wales.

12.3 Any disputes shall be subject to the exclusive jurisdiction of the English courts.

Where We use the terms below in the Contract, this is what We mean: “Repair Works” means the works set out in the Quote Email. “Repair Works Date” means the date on which we will carry out the Repair Works (as agreed with You). “EV Charger” means the charger previously supplied and/or installed by Us at the Premises. “Contract” means these Terms and Conditions and Your Quote Email. “Quote Email” means the document that sets out the cost and details of the Repair Works. “Premises” means the address provided on Your Quote Email and where the EV Charger is located. “We” /”Us”/ “Our” / “Ours” means E.ON Drive Solutions UK Limited (Company Number 12467317) whose registered office is at Westwood Way, Westwood Business Park, Coventry, CV4 8LG and companies within the E.ON UK plc group. “Working Days” means a day (other than a Saturday, Sunday or public holiday) when banks in London are generally open for non-automated business. “You”/ “Your” means the person or people who have entered into this Contract with Us.

1. How this Contract works

1.1. You must be at least eighteen (18) years old and a resident in the UK to enter the Contract with Us. 1.2. The Contract is between You and Us. It is made up of (i) Your Quote Email and (ii) these Terms and Conditions (including the schedule(s)), which You will receive together. It is important for You to read these Terms and Conditions carefully so that You understand exactly how they work. 1.3. This Contract shall commence upon Your acceptance of the Quote Email and these Terms and Conditions (the “Start Date”). Please check these documents carefully as they form Your Contract for the Repair Works with Us. For the avoidance of doubt, this Contract does not cover Your purchase (where applicable) and/or the installation of Your EV Charger. 1.4. If You want to talk to Us about this Contract, or if You would like this Contract in another format (for example: audio, large print, braille), please contact Our support team by email at eondriveuk@eonenergy.com or by telephone on 0333 202 4417. 1.5. If there is any conflict between this Contract and Your Quote Email, these Terms and Conditions will take priority.

2. Your right to cancel the Contract

2.1. You may cancel the Contract within fourteen (14) days from the Start Date of Your Contract if You change Your mind (the “Cooling Off Period”). To cancel, You must tell Us within the Cooling Off Period by sending Us an email using the contact details mentioned in the “Contacting Us” section below. 2.2. After the Cooling Off Period, You can cancel Your Contract by sending Us an email (using the same contact details referred to above) up to five (5) Working Days before Your scheduled Repair Works Date. If You cancel within five (5) Working Days of Your scheduled Repair Works Date, We reserve the right to charge You two hundred pounds (£200) to cover the costs We have incurred. 2.3. After the Repair Works Date You will lose the right to cancel the Contract and it will continue in effect.

3. Our right to end or suspend the Contract

3.1. In addition to the rights We have to end the Contract in Paragraphs 4, 8, 12 and 13 We may also immediately end or suspend the Contract (by written notice) for up to thirty (30) Working Days at any time if We are unable to complete the Repair Works for any reason that will affect our ability to complete the Repair Works (e.g. health and safety, structural or technical reasons connected with Your Premises) which has not been caused by Our neglect or default and which has not been resolved within three (3) months of Us telling You about it. 3.2. If We suspend this Contract as mentioned in Paragraph 3.1 We will tell You when, if at any time during the thirty (30) Working Days the Contract is suspended for, We are able to proceed with the Repair Works. If after thirty (30) Working Days of suspension, We are still not able to proceed with the Repair Works We will end the Contact immediately.

4. Ending the Contract

4.1. In addition to Your right to cancel and Our right to end the Contract within these Terms and Conditions: 4.1.1. You may end the Contract (by written notice) immediately, by sending Us an email if We do not comply with the Contract where (i) We have been informed about Our non-compliance and (ii) after being informed, We continue to not comply for a period of 30 Working Days. 4.1.2. We may end the Contract immediately where You do not comply with the Contract where (i) You have been informed about Your non-compliance and (ii) after being informed, You continue to not comply for a period of 30 Working Days.

5. Consequences of cancellation

5.1. If the Contract has ended for the reasons stated in Paragraph 2.2, 4.1.2 and 8.2 We may retain the costs We have incurred up until the ending of the Contract from any advance payment made by You.

6. About Us

6.1. We may transfer Our rights and/or obligations under the Contract to another company (this will not affect Your rights under the Contract). If We arrange for another company to perform Our obligations for Us, this will not affect Our responsibility to You under the Contract.

7. What We need You to do before We perform the Repair Works

7.1. The cost of the Repair Works will be set out in Your Quote Email. 7.2. In the event of unforeseen works We reserve the right to suspend the Repair Works in accordance with Paragraph 3.1 until the unforeseen works have been rectified. 7.3. Before We carry out the Repair Works, You must satisfy the following conditions (unless We tell You otherwise) (the “Repair Works Requirements”): 7.3.1. The Cooling Off Period has ended and You haven’t cancelled the Contract (or you have expressly waived Your right to cancel during the Cooling Off Period); 7.3.2. You must provide accurate information during Your remote diagnostics call with Our support team. If We attend Your Premises and discover that the information You provided is false and an additional site visit is required to carry out the Repair Works, You will be charged an additional call-out fee; and 7.3.3. You must also obtain all consents and permissions (where applicable) by the date on which We begin the Repair Works to allow Us to carry out the Repair Works. If We ask You, You must promptly provide Us with proof that You have obtained them.

8. Arranging a date for the Repair Works

8.1. Once We have received and reviewed Your signed Contract, Our team will contact You to arrange a date on which We can begin the Repair Works (the “Repair Works Date”). 8.2. If You want to re-arrange the Repair Works Date, You must give Us at least five (5) Working Days’ notice. If You give us less than five (5) Working Days’ notice, We reserve the right to retain £200 to reflect the costs that We have incurred. If You rearrange the Repair Works Date more than twice, We may end the Contract. 8.3. We may re-arrange the Repair Works Date if We believe that, on the day, the weather or the occurrence of an event or circumstances at or near Your Premises (and which is outside Our reasonable control) means that We cannot carry out the Repair Works safely. We will try to give You as much advance notice as possible.

9. Hazards during the Repair Works and protection against these hazards

9.1. During the Repair Works a number of new hazards and risks may be introduced to Your Premises. We want to keep You, or anyone else at Your Premises and Our personnel and any contractors as safe as possible. Existing and potential hazards and risks which could be introduced to Your Premises are set out below. Others may also arise during the Repair Works. By signing this Contract You confirm that You understand and are aware of what You need to do regarding the Hazards associated with the Repair Works. Please stay away from work areas when tools are in use, attract the attention and follow the instructions of Our technicians/contractors at all times. 9.1.1. Materials and tools – Materials and tools are present to aid the technicians/contractors in their work. If used or interfered with these could cause serious personal injury. Furthermore, materials and tools can cause a slip, trip or fall hazard. 9.1.2. Noise and dust – Short durations of loud noise and dust creation from power tools such as drills will be created during the Repair Works. Keep doors closed to minimise the effect of noise and dust. 9.1.3. Children and pets –Please keep children and pets away from the Repair Works area and any tools and materials. 9.1.4. Power – during the Repair Works, all electrical appliances will need to be turned off to ensure that they are protected.

10. What We need You to do during the Repair Works

10.1. In order for Us to carry out the Repair Works: 10.1.1. You, or a responsible person who is over eighteen (18) years old and authorised by You, must be at the Premises at all times (unless We agree with You otherwise); and 10.1.2. You must take reasonable steps to ensure the health and safety of Our personnel, contractors and subcontractors whilst they are working at the Premises. 10.2. If We leave any tools or equipment with You (with Your agreement) and You damage, tamper or lose them (or fail to prevent their damage or loss), We may charge You for Our costs in repairing and/or replacing them. 10.3. You agree to give Us (and Our representatives and subcontractors) safe, full, free and unrestricted access to Your Premises including access to electricity, broadband, earthing and other relevant services at Your Premises that We need to carry out the Repair Works. 10.4. If We ask, You must empty and otherwise make ready, cupboards, storage and other parts of Your Premises to enable the Repair Works. This might include (but is not limited to) clearing the path to where the Repair Works will be performed.

11. Our Responsibilities During the Repair Works

11.1. In carrying out the Repair Works: 11.1.1. We will observe all relevant health and safety regulations. 11.1.2. We will use reasonable care and skill. 11.1.3. We will: a) take reasonable care to avoid disrupting Your Premises; b) remove all waste material relating to the work We have carried out; and c) remedy any damage We have caused. 11.1.4. We will use materials that are of a satisfactory quality (or in the case of materials used in Ireland, merchantable). 11.1.5. We will ensure that the Repair Works complies with all relevant regulations and standards current at the time. 11.2. Where applicable, We will use Our reasonable efforts to ensure that the equipment We use for the Repair Works corresponds with the equipment set out in Your Quote Email. However, We cannot guarantee that the equipment will be available when carrying out the Repair Works. If any equipment is unavailable, We will notify You of this and install substitute equipment which is of a similar or better specification to the unavailable equipment.

12. Payment

12.1. We require advance payment of the Repair Works when You accept Your Quote Email and these Terms and Conditions. We will take this payment from You before We send Your Quote Email confirmation email. If payment is unsuccessful, We will try to contact You using the contact details You have provided to Us. If We are unable to contact You, We will cancel this Contract and notify You by email. 12.2. Payment should be made by BACS or credit / debit card using the details set out in Your Quote Email.

13. What happens if We can’t go ahead with the Repair Works

13.1. If We can't carry out the Repair Works, We may suggest that You replace the EV Charger, which Our technicians/contractors can install during the same visit. You can use the money You have already paid for the Repair Works towards the cost of a replacement EV Charger. The remaining amount should be made by BACS or credit / debit card using the details provided by email and sent within two (2) working days following the installation of Your replacement EV Charger. You don't have to agree to this, but accepting this option will ensure You have a fully functioning EV Charger in one (1) visit. 13.2. Neither You nor We will be legally responsible to the other for any failure or delay to perform its obligations under this Contract if such a failure or delay is due to extreme bad weather or the occurrence of an event or circumstances (which is outside of Our or Your reasonable control) that means We cannot carry out the Repair Works safely. 13.3. If extreme bad weather or the occurrence of an event or circumstances (which is outside of Our or Your reasonable control) affects Yours or Our ability to carry out its obligations under the Contract for a continuous period of one (1) month then the non-affected person may end the Contract (by written notice). 13.4. In certain circumstances beyond Our reasonable control, such as a change in the law, We may be required to discontinue certain services or products. If this situation arises and it impacts Your Repair Works, We will inform You using the email address provided in Your Quote Email and explain the available options to You (including a refund of any advance payments made by You for the Repair Works that have not yet been carried out).

14. Limits on Our Responsibility to You

14.1. Nothing in the Contract removes or limits Our legal responsibility to You for death or personal injury caused by Our negligence (including Our agents and subcontractors), fraud or fraudulent misrepresentation. Furthermore, this Contract does not affect any consumer rights You have by law (including the right to receive products that are fit for their intended purpose, as described, and of satisfactory quality, as well as the right to receive Repair Works provided with reasonable care and skill). 14.2. Except for Our legal responsibility for death or personal injury, as set out above, We are not legally responsible under this Contract for: 14.2.1. any losses or damage that is not Our fault, that is not a direct result of something We did (or failed to do) and/or was not reasonably foreseeable when We entered into this Contract (including but not limited to power supply or existing wiring problems); 14.2.2. any financial losses (for example, wasted expenses or loss of profit, use, income, opportunity, business, contract or goodwill); 14.2.3. losses or damage caused by Our non-compliance with the Contract, delays or unavailability or products or services, as a result of circumstances beyond Our control or caused by a third party for whom We are not responsible; 14.2.4. any services provided by someone not authorised by Us; 14.2.5. loss or damage to other electrical appliances in Your Premises (such as switching the power on or off during the Repair Works) or due to inadequate wiring in Your Premises; 14.2.6. loss of corruption of software, data or information; 14.2.7. losses resulting from incorrect instructions or information provided by You; or 14.2.8. losses suffered where aborted installations or delays have been caused by Your failure to provide access to Us or prepare Your Premises as required. 14.3. If We are legally responsible to You for any loss or damage Our legal responsibility to You will be limited to £100,000 for all incidents that lead to loss or damage.

15. Advice and Complaints

15.1. If We fail to deliver the standard of service You expect, You can contact Our support team so that We can put it right. You can find their contact details in the “Contacting Us” section below. 15.2. We train Our support team to be able to sort most things out straight away. If they can’t, Our resolution team will take over. If You’re not satisfied with how We respond, You can ask Us to review Your case. We’ll look into how We’ve handled it and decide if We should do anything differently. 15.3. If We haven't resolved Your complaint after eight (8) weeks, or if We've sent You a final resolution letter, also known as a deadlock letter, to say that We are unable to resolve Your complaint, You can go to the Utilities Alternative Dispute Resolution (UADR). It's a free and impartial service that sorts out disputes between companies and customers. You can get in touch with the UADR via the following routes: Telephone: 0203 540 8063 Email: enquiries@ombadr.org Website: https://www.cdrl.org.uk/utilities-adr Address: UADR, 12-14 Walker Ave, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW What they decide is legally binding for Us, but not for You. 15.4. If You aren't happy with what the UADR decides, You can refer Your complaint to the courts of England and Wales (or if Your Premises is in Ireland, the courts of Ireland). 15.5. To 'Know Your Rights' and for free, independent, confidential and impartial advice on consumer issues, visit: citizensadvice.org.uk/energy. You can also call the Citizens Advice consumer helpline on 03454 040506 or fill in their energy query form. You can do any of this at any point during the complaints process. 15.6. If We change Our complaints process, We will tell You through Our website eonenergy.com or eonnext.com

16. Personal Data

Processing Your data 16.1. If You provide any personal data to Us under this Contract We will be the ‘data controller’. Our Data Protection Officer can be contacted at Trinity House, 2 Burton Street, Nottingham, NG1 4BX. We will process Your personal data in accordance with Our privacy notice, as amended from time to time, which can be found at eonenergy.com/privacy or by contacting Us to request a paper copy. Our privacy notice sets out: - Where We might get data about You from - Why We need it - What We might do with the data (including who We might share it with) - The circumstances in which Your data might be transferred abroad - How long We keep it for.

Your rights 16.2. You have a number of rights relating to the access to, and control of Your data. These are also set out in Our privacy notice How We’ll contact You 16.3. If You’ve given Us an email address or mobile telephone number We may email or text You to manage Your account or to provide You with useful information about Your Repair Work. 16.4. If You change Your email address, or mobile phone number You will need to let Us know straight away to make sure You still receive messages from Us.

17. Contacting Us

If You wish to contact Us, please: Write to Us at: E.ON Drive Customer Service, Trinity House, 2 Burton Street, Nottingham, NG1 4BX Call: Our support team on 0333 202 4417 (available 24/7). This is a local rate number when You call from a landline, and mobile, charges may vary. Email Us at: eondriveuk@eonenergy.com

18. General

18.1. We reserve the right to change the terms of the Contract. If We do, We will notify You about the changes and when they will take effect. If You do not agree with the changes, You can cancel the Contract with immediate effect by sending Us an email within (5) Working Days of receiving Our notification. You can find Our contact details in the “Contacting Us” section above. 18.2. Aside from intellectual property rights (trademarks, design rights, copyright, know how, business names etc) already owned by third parties, all intellectual property rights associated with this Contract shall be owned by Us. 18.3. If any court, ombudsman or any other competent authority decides that any aspect of a provision of the Contract is invalid or unenforceable, that aspect of that provision shall be severed from the Contract and shall have no effect on the remainder of the Contract. 18.4. The Contract is governed by the laws of England and Wales. Your statutory rights as a consumer are set out in legislation and nothing in the Contract, or any of Our marketing materials shall affect any of Your or Our statutory rights.

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E.ON Drive Solutions UK Limited provides a limited warranty in respect of the Repair Works carried out by Us at Your Premises in accordance with the following terms and conditions:

1. Scope of Warranty

1.1. Subject to Clauses 1.2 and 1.3 of this Schedule 1, this Warranty is given for a period of twelve (12) months from the Repair Works Date (the “Warranty Period”) and will cover the cost of parts and labour for repairs to faults originating from the Repair Works. For the avoidance of doubt, this Warranty only applies to the specific parts that were repaired or replaced during the Repair Works and does not cover the entire EV Charger. 1.2. This Warranty does not cover: 1.2.1. cosmetic damage to the specific parts that were repaired or replaced during the Repair Works; 1.2.2. normal ageing and wear and tear to the specific parts that were repaired or replaced during the Repair Works (for example, discolouration, normal corrosion/oxidation); 1.2.3. accidental, deliberate or grossly negligent damage; 1.2.4. damage to an electric vehicle or the EV Charger itself; 1.2.5. damage resulting from grid faults (such as abnormally high voltage outside of the regulated parameters) or from the acts or omissions of Your Distribution Network Operator; 1.2.6. any fault which is a result of a damaged cable or using a damaged cable; 1.2.7. any fault or lack of functionality that is caused by a poor wi-fi connection; 1.2.8. damage resulting from an event or circumstance which is outside of Our or Your reasonable control and affects Yours or Our ability to carry out its obligations under the Contract (including but not limited to, extreme bad weather, fire, wind, flooding, lightning strike). 1.3. For the avoidance of doubt this Warranty will be invalidated where: 1.3.1. the Repair Works are misused beyond their intended purpose or have not been used, installed, maintained or stored (where applicable) in accordance with manufacturer’s instructions or other documentation provided by Us; 1.3.2. You attempt to alter or modify the Repair Works without Our prior consent, and the effectiveness of the Repair Works is made unreasonable as a result of such modification; 1.3.2. the Repair Works are used with any connected equipment (such as a charging cable) that has not been supplied by Us or recommended for use by Us with the Repair Works; 1.3.4. You do not allow Us reasonable access to Your Premises and the EV Charger to allow Us to carry out the Repair Works; 1.3.5. You do not allow Us to download critical firmware necessary for carrying out the Repair Works; 1.3.6. the Warranty Period has expired. 1.4. This Warranty is the exclusive warranty and is provided in the place of any warranty as to fitness for purpose, or any other warranty whether express or implied with the exception of warranties of title and infringement.

2. Procedure for Warranty Claims

2.1. In order to make a claim under this Warranty You must contact Our support team by telephone on 0333 202 4417 as soon as reasonably possible after You become aware of the defect. 2.2. If You suspect a fault arising from the Repair Works, please make sure that the EV Charger is connected to wi-fi so that We can perform remote diagnostic tests to determine the nature of the issue. Please contact Our support team using the contact information provided above. 2.3. In the case of a defect which cannot be resolved remotely We will try to contact You to arrange a visit to the Premises and carry out any repairs due under this Warranty. We will aim to carry out this visit within five (5) working days. If We are unable to gain access to Your Premises on the date of the scheduled visit, We reserve the right to charge You for the costs we have incurred in attending the Premises. 2.4. In order to carry out the repairs required under this Warranty We may need to remove Your existing EV Charger and replace it with a different EV Charger. The replacement EV Charger may be new or it could be a refurbished EV Charger. We will try to ensure that the replacement EV Charger We install will match Your previous EV Charger with respect to model and colour but please note that We cannot guarantee this. Where Your previous EV Charger model has been discontinued We cannot provide You with the same model but will provide You with another charger of a similar specification. Your previous EV Charger will be returned to Us for repair and will then be retained. The warranty period provided with the EV Charger when We originally supplied and/or installed it at the Premises, will not be extended by any such replacement EV Charger. 2.5. In the event of faulty chargers being repaired by Us, they may be sent to Our laboratory for evaluation. If it is determined that the fault occurred due to reasons not covered by the Warranty, We retain the right to seek reimbursement from You for the costs We have incurred. 2.6. In circumstances where We schedule a visit to investigate a fault under this Warranty, and upon attendance of Your Premises We discover that the fault is caused by any of the items listed in Clause 1.2 of this Schedule 1, We reserve the right to charge You for the costs we have incurred in attending the Premises and the visit would not be covered by Your Warranty.

3. Miscellaneous

3.1. Your rights under this Warranty will be assigned to the new occupant of Your Premises. You must tell Us one (1) month prior to Your move date that You will be moving so that We are able to assign Your rights under this Warranty to the new occupant of Your Premises. It is advisable that You notify Us as soon as possible to ensure that Your EV Charger is no longer linked to Your account. 3.2. Without prejudice to Clause 3.1 of this Schedule 1, You will not be permitted to transfer Your rights under this Warranty to any third party. 3.3. Should any provision of this Warranty be or become invalid in whole or in part, the validity of the remainder of this Warranty shall not be affected. The invalid provision shall be severed, and the remainder of this Warranty shall continue in force.

4. Jurisdiction

4.1. This Warranty is governed by the laws of England and Wales. Your statutory rights as a consumer are set out in legislation and nothing in this Warranty shall affect any of Your or Our statutory rights.

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