Terms & Conditions for your Electricity Connection|Symbio Energy

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Terms And Conditions

This document was last updated on: 09.07.2021

INDUSTRY JARGONS & ABBREVIATIONS

The following document contains industry jargons that our agents frequently use when communicating.

a. Energy - The Electrical Energy Supplied to the Households or what we are already supplying is mentioned in this agreement.

b. Agreement/Contract - Standard Terms of Service of your Energy Supply Agreement.

c. Supplier – The Electricity Provider with whom you have agreed to enter into a contract.

d. Customer - An Authorised individual who has agreed to work with Symbio Energy and allow us to provide them with Energy for their Domestic or Residential Premises. The customer may be an owner or occupant of a Household that we are already providing energy to.

e. Estimated Annual Consumption (EAC) - The EAC is the total amount of electricity consumed over the course of a year, i.e., 12 months. When you sign up with Symbio Energy, you will be asked to disclose your EAC, which will be used to calculate your yearly tariffs.

f. Yearly Tariff – The amount agreed to pay for your annual electricity consumption.

g. Monthly Fixed Tariff - Your bill amount remains fixed throughout your contractual term.

h. Seasonal Fixed Tariff - Your bill amount is divided into two seasons, namely summer and winter.

i. Direct Debit (DD) - a monthly deduction of a predetermined amount from your bank account on a fixed date of the month.

j. Supply - Refers to the sale of electricity by us via an Electricity distribution network.

k. Cooling off Period - The time it takes for you to start receiving your electricity supply from Symbio Energy. This provides time to reflect upon the decision of joining us.

l. Dumb Meter - a device that measures the amount of electricity consumed on a monthly basis but is not connected to the internet and cannot provide remote readings of consumption. Customers have to provide physical meter reads to their energy supplier.

m. Smart Meter – There are two types of Smart Meter. SMETS 1 and SMETS2. SMETS 2 are the latest most cyber-secure meters and can be read remotely.

n. Bill - a statement confirming the charges that are payable by you for the supply of electricity.

o. Estimated Bills – Estimated bills are calculated using numerous data points including Estimated Annual Consumption estimates provided by a national database, market conditions, changes in consumption, weather, and season. Estimated bills are not your actual reconciled bills.

They are estimates and as with any estimate, there arecustomers who are under-estimated and customers who are over-estimated. The optimal way to get accurate bills is to submit regular meter reads OR obtain a free smart meter from Symbio Energy.

p. Actual Bills – These are bills that are reconciled between the estimated bills and the actual bills where a validated meter reading is provided. Please note that an energy bill consists primarily of the price per unit of electricity consumed, the standing charge for the meter rental and other infrastructure related to energy consumption. Hence you can only be charged for the number of units you have actually consumed. Nothing more, nothing less.

q. Monies on Account - We will charge a standard monthly amount which will vary twice a year. We will collect less from April to September and slightly more from October to March, to more align the payments to the expected consumption. The new system has calculated the ‘Amount on Account’ which we will take from your Direct Debit.

This is NOT, your billed amount.

This methodology is applicable to New and Variable Renewal Customers.

CONTRACT DETAILS

The agreement commences when Symbio Energy Limited agrees to take responsibility for your Electricity Supply or when you start to take the Supply from Symbio Energy: whichever happens first.

2.1: CUSTOMER RESPONSIBILITIES

You have committed to us that you either own or live in the property where the Electricity will be supplied, you are over 18 years of age, and you can sign up to this agreement or request a switch to Symbio Energy Limited.

You confirm that you have entered into this Agreement with Symbio Energy Limited in your capacity via the website, a price comparison site, energy broker or authorised switching agents such as Look After my Bills etc.

You agree to provide us with accurate information. In case you are a tenant applying for a switch, you agree to furnish Symbio Energy Limited with the Landlord/Owner’s name and contact details at the time of the switch.

Customers with Special Requirements or who are vulnerable due to financial pressures, personal circumstances, or other similar circumstances should identify themselves on the website or call our Dedicated Vulnerable Customer Support Team at 0800 098 8618 from Monday to Friday 9 am to 6 pm.

2.2: DEEMED CONTRACT

An agreement wherein we supply Energy but have not directly agreed to special terms or pricing with the customer, owner or the occupant of a property. This term used within the energy industry and is outlined in paragraph 8 of Schedule 2B of the Gas Act 1986 and/or paragraph 3 of Schedule 6 of the Electricity Act 1989.

OUR TARIFF & PRICING DETAILS

3.1: Our lowest priced tariffs are always available on the Get Quote page on the Symbio Energy website. These competitive tariffs are also available on comparison websites such as Money Supermarket & Money Saving Expert, Uswitch & EnergyLinx in the Open Market or Wide Market View.

3.2: Symbio Energy currently provides two tariff options to our customers. You have the option of selecting either our Fixed or the Variable Tariffs. Fixed tariffs may have differing end dates. You can choose the billing methodology at the time of registration; we offer you the option between seasonal fixed direct debit and monthly fixed direct debit.

3.3: The lowest tariffs we offer is based on conditional factors such as estimated annual consumption, GSP region, and meter type. If a customer finds a lower tariff than ours, we will match the price and give you a £10 Amazon voucher. T&C’s Apply!

3.4: The tariffs displayed on our get quote page are for new and potential customers only. Existing Symbio Energy customers who want to renew their contract will receive a renewal email with our renewal tariff before their contract expires. Existing customers will receive an email with a link to a selection of renewal tariffs. Renewal tariffs are competitive tariffs and not loss leaders such as Promotional Tariffs. Competitive tariffs are tariffs which provide competitive rates without causing an operational loss to Symbio Energy.

3.5 Renewal notices will be sent approximately 30 days before the end of the current contract for Fixed Tariff Customers as well as for Variable Tariff customers. Symbio will suggest a variable tariff in their communication and a link to alternative renewal tariffs will be provided. Customers who fail to select a tariff from the link provided will be placed on alternative Renewal Variable Tariff suggested by Symbio Energy.

3.6 All promotional and renewal tariffs have additional conditions. Access to promotional tariffs and certain renewal tariffs is conditional upon the terms of the tariff being met. In the event the customer repeatedly fails to meet these tariff conditions, the customer will be notified that access to the tariff has been removed and the customer will be moved to Symbio’s Standard Default Tariff. The customer will be provided 60 days to remedy any breach of the terms and conditions and a further 30 days after the Standard Default Tariff will be applied to remedy the breach. Customers will also be advised that there are much lower tariffs available in the market.

3.7: Customers facing financial difficulties are encouraged to speak to the Special Circumstances Team and Symbio will ensure these customers are not penalised due to circumstances and will be offered our support and guidance.

BILLING METHODOLOGY and REFUNDS

Symbio Energy currently uses two billing system methods during a transition period scheduled to last 12 months.

4.1: Estimated Bills – Estimated bills are calculated using numerous data points including Estimated Annual Consumption estimates provided by a national database, market conditions, changes in consumption, weather, and season. Estimated bills are not your actual reconciled bills. They are estimates and as with any estimate, there are customers who are under-estimated and customers who are over-estimated. The optimal way to get accurate bills is to submit regular meter reads OR obtain a free smart meter from Symbio.

4.2: Actual Bills – These are bills that are reconciled between the estimated bills and the actual bills where a validated meter reading is provided. Please note that an energy bill is primarily the price per unit of electricity used, plus the standing charge for the meter rental and other infrastructure related to energy consumption. Hence you can only be charged for the number of units you have actually consumed. Nothing more, nothing less.

4.3: Older/Existing Customers

4.3.1: Older customers will be charged in advance for the following month on an estimated basis. Seasonal variations, day length, weather patterns, cloud cover, temperature and various other factors will all be considered by Symbio Energy’s best estimates. The estimates, like any other estimation model, follows a standard distribution pattern. Some people may experience overestimation, while others may experience underestimation.

4.3.2: Following the receipt of the meter reading, Symbio Energy will adjust any over or underconsumption in the following month. Even if the customer prefers a regular fixed amount, this method involves regular changes in the amount of money collected each month. If there is a balance owing to Symbio Energy of more than £25 per month, the system will attempt to adjust the monthly payment to recover the outstanding balance over three months.

The process of reconciling and estimating one month in advance is ongoing throughout their contractual period.

4.3.3: If the customer requests a fixed amount to be collected each month, Symbio Energy Limited reserves the right to review the fixed amount paid every three months. In case we feel that the fixed amount paid is not in line with your usage, Symbio Energy Limited will increase the fixed direct debit amount to match your use.

Any debit or credit balance will be forwarded to the next month’s bill.

4.3.4: At the end of the agreement, if there is a credit on the account, it will be either refunded to you or should you choose to stay with us, it will be carried to the next billing month. However, if there is an outstanding amount on the account, we will collect the amount from you.

4.4: New/Potential Customers

4.4.1: Monies on Account - We will charge a standard monthly amount which will vary twice a year. We will collect less from April to September and slightly more from October to March, to more align the payments to expected consumption. The new system has calculated the ‘Amount on Account’ which we will take from your Direct Debit.

This is NOT, your billed amount.

4.4.2: Symbio Energy will verify the expected annual energy usage and add 15% to account for expected variances in consumption and anticipated increase in overall UK energy consumption. The customer will receive a request for monies on account to cover electricity costs for the month. Symbio Energy will then issue a bill at the end of the month and we will take off the monies on account. Any surplus funds will earn 5% interest, which we will pay monthly on a compound basis. The surplus amount is the funds remaining after the immediate bill has been paid.

For example, if you had £100 on Symbio’s account for the upcoming month and your energy bill was £90 at the end of the month, your surplus is £10.

4.4.3: Symbio’s systems will automatically limit the amount of surplus funds to 15%, and any funds above this will be refunded to the customer. We will adjust the amount collected per month to ensure no more than 15% surplus exists at any point.

4.4.4: Any credit balances or monies held in excess of your expected monthly bill will attract 5% interest from Symbio Energy. In line with Ofgem best practice guidelines and unlike our competitors, we will not allow any excess amount on your account to exceed 15% of your annual bill and will automatically refund any excess at the end of your contract period.

4.4.5: The newer billing methodology results in less monthly bill variation and is more competitive in the industry. The amount deducted from your account by Direct Debit will be the same each month. Symbio does have a seasonal billing and collection system in place. Symbio Energy collects less in the summer and more in the winter because users use less energy in the summer. Unless there is a significant change in energy usage, the Direct Debit amount will generally remain the same for six months of the year.

Please note that estimated bills are not the final bill; instead, they are an approximation of usage. Symbio will only charge for actual energy used, as determined by verified meter reads. Your monthly direct debits do not reflect your energy consumption or billed amount. Your bill can only include the number of units consumed, standing charges, the climate change levy (if applicable), and VAT.

4.4.6: Please note that if during the year, the credit balance exceeds 15% we will automatically refund the monies into your account. We will review the impact of Covid 19 and other energy consumption factors and we will seek to bring this amount down to 10% within 6 months and certainly with 12 months once the changes in the market have stabilized.

4.4.7: As per the industry trends, everyone should be on the same billing system, but we recognize this may not be possible. Every customer on a variable tariff will be placed onto the new system by the end of July 2021. Customers on a fixed tariff contract will be moved to the new system at the end of the contract upon renewal.

4.4.8: We do understand that times are difficult, and many customers may not find the new billing system helpful. In this case, call the dedicated number and whilst you will be on the new system the amount of money collected will be measured to meet your means.

4.4.9: If you want to change the amount collected on your Direct Debit you may contact us at any time on the number below and we can work with you to set an amount which is affordable to you. The amount collected will be set to an amount that does not leave a large debt to you at the end of the contract or a large surplus for Symbio Energy. The monies will still be collected in advance, but a lower amount agreed with yourself.

4.4.10: Symbio Energy reserves the right to change its billing or operational methods at any time. We will always notify the customer and provide at least 14 days’ notice of any changes. In the case of customers on a fixed-term contract, such changes are optional. If you accept them, you may receive some small compensation in the form of a tariff discount, money off your bill, or an extension of your tariff term (if the prices have gone up and your tariff is lower in price).

4.4.11: Refunds – You can ask for any surplus funds back at any time after the billing cycle. Any excess funds held by Symbio Energy at the end of a contract will be automatically returned upon issue and settlement of the final bill. If Symbio delays in this, the customer is entitled to compensation for Symbio’s failures.

METER DETAILS & ACCESS TO YOUR PROPERTY

5.1: Standard Meters

5.1.1: To provide the customer with energy, we (the supplier or its authorised agents) will require access to your meter from time to time. You agree to provide us, or any person we have authorised, acting on our behalf, safe unrestricted access to your energy metering and associated equipment. If your metering equipment is obstructed, it is your responsibility to remove the obstruction and pay any related costs.

5.1.2: We may charge the customer if you do not let us know at least 48 hours before a booked appointment that access would not be available at the time of the appointment.

5.1.3: If the meter reading submitted by you does not match the estimated annual consumption, we will appoint an independent meter reader to visit your premises and take a physical meter read. The meter reader will call and make an appointment. The customer will be responsible for the costs of the home visit. The visit usually takes place within 2-3 weeks. In the interim, the estimated reading is still in place.Once we receive data from the meter reading operator, we will reconcile your bill and issue an actual bill.

5.1.4: If a customer discovers that their standard meter is faulty, they can always contact our customer service representative and request that a free smart meter be installed at their home.

5.2: Smart Meters

5.2.1: If a customer has a Smart meter, Symbio Energy or its agents will automatically read the meter, which we will use for billing purposes. As a smart meter customer, you agree that:

• Any in-home display installed along with that meter remains our property or the meter provider we have contracted and may not be removed.

• We may use the smart meter to monitor the energy you use remotely.

• To avoid the hassle of submitting a physical reading, we will generally collect readings from your smart meter automatically.

• We will also collect information about how your smart meter and it’s functioning (for example, if it has any faults or has been tampered with)

• If there is a problem with your smart meter, we may use outside resources to resolve it. Any charges incurred while repairing the meter must be borne by the customer.

• We will only use the information from your smart meter to do certain things such as work out your bill in line with our Privacy Policy which you can find at https://www.symbioenergy. co.uk/privacy-policy-cookies/ . We will only use the information from your smart meter to offer you products and services from our partners or us if you have given us consent to do so.

• If your meter is damaged or stolen, you must let us know immediately.

5.2.2: If you ask us to test your meter’s accuracy, you must pay us an amount to cover the cost of the work being carried out. We will tell you what this amount is at the time of the visit, and we will provide a breakdown of the costs if you ask us for one. If the National Measurement Office decides that the meter is operating outside of the statutory limits, we will refund the payment.

5.2.3: Under some circumstances, you may incur additional charges under this agreement. In an instance where you have asked us to undertake work on the electricity infrastructure in your home. These works may include moving your meter’s location, work required due to renovations, or a request to disconnect your home’s supply of energy. We will always tell you before making any additional charges.

5.3: Space Test

If you are unsure whether your meter reading is correct, you can perform a Space test by taking twometer readings within two hours. The movement of a single meter reading helps us understand the meter reading for the Day and Night.

For example, if you perform the space test during the day, the meter reading that moves for two hours is the day meter reading, and the one that remains constant is the night meter reading.

INFORMATION ABOUT YOUR SUPPLY

6.1: Customers wanting to use Symbio Energy Limited as a supplier will need to provide the following information to qualify for Symbio Energy Limited tariffs. It is the customer’s responsibility to provide accurate data and honest declarations when seeking to switch to Symbio Energy. This data will be checked against central databases for audit purposes.

• Valid email address

• Valid UK registered Phone number

• Mobile Number - Customers must allow Symbio Energy Limited to contact them via text about the agreement’s pertinent issues. Landlines are also acceptable.

• Valid Direct Debit Details and Authority – sometimes incorrect or invalid bank account details are provided. In some instances, an account number is provided, which does not accept direct debits. This would be considered an invalid direct debit account.

• Valid MPAN (Meter Point Administration Number)– The MPAN is a unique electricity supply number for your property. Sometimes properties have more than one MPAN or more than one meter. The customer’s responsibility is to provide correct details or a copy of a previous bill with the valid MPAN to Symbio Energy.

• Accurate estimates of the property and its Electricity Consumption - These can be found on old bills, or Symbio Energy Limited can help obtain the information.

• Details of any other authorised person who may operate the account and their details. Symbio Energy Limited may ask for authentication and specific information with system enhancements that provide confidential authority to manage the account. The security measure is to stop unauthorised parties from accessing your energy account.

• Details of the landlord/owner or managing agent of the property if you are a tenant/ occupier of the property.

6.2: Symbio Energy Limited is authorised to supply Electricity to a customer from the provisions detailed in Customer responsibility and Paying for Energy.

SWITCHING TO SYMBIO ENERGY

7.1: Symbio Energy Limited will commence supply based on the Retail Energy Code (REC). The cooling off period takes between 14 to 21 days to begin with the supply; however, this is due to improve with all parties in the electricity market seeking to reduce switch times.

We may change the start date of the supply if we do not have all the information we need. We will write to you during the process to update you on the progress. Numerous counterparties are involved in the switch of supply, and the amount of time taken to switch depends on the counterparties performing their duties diligently.

7.2: The customer is responsible for any charges to be paid to their old supplier. Your old supplier can refuse a switch/change of supply if there is an outstanding debt owed to them. If your old supplier refuses the request for a switch, the switch will be cancelled. However, you are free to request another switch at any given time.

Please note suppliers cannot refuse a request to switch without a valid reason. Often, it is an outstanding final bill payment, or the customer is still in a contract (usually a fixed-term contract attracting a termination fee).

7.3: Symbio Energy Limited reserves the right to cancel any switch to its tariffs before the effective switch date if any of the details are not met. Customers who cannot fulfil the criteria detailed will be notified that the switch to Symbio Energy Limited tariff has been aborted.

Customers will then be allowed to rectify the missing or incorrect information before the switch is aborted. Customers subjected to an abortive switch will be allowed to re-register for a Symbio Energy Limited tariff once the qualified information is received and validated.

7.4: It is the customer’s responsibility to submit their Estimated Annual Consumption (EAC) for the last 12 months. We will compare the EAC provided with the Industry Standards; if the EAC is below the Industry Standards, Symbio Energy Limited will request customers to provide us with previous electricity bills to support their claim.

7.5: It is mandatory to provide an opening meter reading with the meter picture within 10 days. In case a meter reading is not submitted within three months of the switching date to Symbio Energy Limited, the tariff will be automatically changed to the Standard Variable tariff.

7.6: The Customer will receive at least three email reminders seeking an opening meter reading. Suppose the customer does not provide the opening meter reading and is later disputed with the old supplier. In that case, the customers must provide photo evidence to substantiate the claim recorded at the switch time.

7.7: If the difference between the submitted and estimated readings is 250 kWh or greater, Symbio Energy can dispute the opening meter reading. We will not dispute the reading if the difference between the submitted meter reading and the estimated reading is less than 250kWh.

7.8: If the customer does not submit an opening meter reading at the time of the switch and this results in a dispute with the other supplier, please be advised that Symbio Energy Limited reserves the right to charge a minimum administration fee of £25.00.

We will charge this fee for failing to submit the opening meter reading when requested, which resulted in a dispute.

PAYING FOR ENERGY

8.1: You are responsible for paying Symbio Energy Limited for your energy consumption until the end of this agreement or until you stop using the services provided by us, whichever is later.

8.2: Electricity consumption in winter is significantly higher than in summer. Therefore, payments in winter are based on winter estimates and summer bills will be in line with the summer estimates

8.3: We will add VAT (Value Added Tax) to all our charges at the prevailing rate, and this will be marked on your energy bill.

8.4: A meter reading must be submitted by the end of every month. If a meter reading is submitted after the cut-off date, the meter reading will be considered in the next billing cycle.

8.5: Symbio Energy Limited will only offer paperless billing to reduce the cost of credit control. Credit control is an additional avoidable cost that increases energy prices to customers. It is also more sustainable for the environment by not printing on paper. However, should you request a paper bill every month, a charge of £5.00 per bill will be applicable and added to your monthly bill.

Symbio Energy Limited will waive specific terms for vulnerable customers or customers who require financial assistance. Customers who are vulnerable or elderly are encouraged to contact our customer service department, and we will gladly accommodate your request.

8.6: To bill you as accurately as possible, you must give us an up-to-date meter reading for your electricity consumption by the last day of every month or when requested by Symbio Energy Limited if there is a reason for a more up to date meter reading.

If you switch supplier from Symbio Energy Limited, you will be required to provide a final meter reading with a meter picture. Symbio Energy will generate a final bill once we receive a closing meter reading from your new supplier.

8.7: If the customer provides a meter reading which is 10% below the expected profile or EAC, you will be requested to submit photographic evidence. If evidence is not provided, the customer will be asked to pay as per the estimates.

8.8: Understating consumption on purpose by providing a false reading is a fraud and a criminal offence. If such customers are identified, they will no longer be eligible for the offered tariff and will be moved to the default tariff. Symbio Energy may impose additional monetary penalties for this offence.

8.9: Any revision of an invoice received as a result of a customer error while submitting a reading will result in a £10 administration fee.

8.10: You must keep your account in credit by paying for the supply in advance through automatic payments. If you are in debt with us, your debt amount should not be more than half of your monthly expected consumption. This criterion is only applicable to existing customers and customers who chose a fixed tariff during renewal.

8.11: Symbio Energy Limited aims to review the amount, date and frequency of your payments at least twice a year to ensure you are not paying too much or too little. If the amount on your direct debit changes due to an increase in consumption or a failure to submit meter readings, we will notify you via email within 7 working days.

8.12: If you do not pay your bill on time:

• We can add the amount of your debt to your next bill.

• If you do not make a payment to us on the due date, we will charge you £10 for each missed payment to cover the administrative costs of recovering the outstanding payments.

• If a customer is on the Symbio Direct Debit lowcost tariff and does not make payments for over two months via Direct Debit or chooses to cancel the Direct Debit without notifying Symbio of reasons for such cancellation. Symbio Energy will automatically move you to our Standard Variable Tariff. We will notify you of this by email.

We will encourage you to provide valid Direct Debit details or encourage you to seek an energy supplier with the infrastructure to issue paper bills manually and actively chase customers for payment.

• If the payment remains outstanding for over 90 days, we reserve our rights to initiate legal proceedings to recover the entire sum with costs and interests.

8.13: A late payment fee of £10 will be applied if the payment has not been received within 30 days of issuing you a bill. In case the payments are consecutively defaulted, then a warning letter will be issued to the customer. We reserve the right to supply energy, and we can ask customers to switch to another energy supplier or have them automatically moved to our default tariff.

If you have difficulty paying your bill, we advise you to contact us immediately and discuss the ways and payment method available to you.

8.14: If you are having trouble paying your bill, you should contact us immediately to discuss ways to reduce your liability and the suitable payment methods available to you. Symbio Energy Limited will always work closely with all customers, including the vulnerable, to help them through their travails.

DIRECT DEBIT

9.1: Symbio Energy Limited will strive to offer customers a suitable date for direct debits if requested by the customer. In exceptional circumstances where there may be processes or system errors, Symbio Energy Limited will take reasonable steps to rectify any error but will not be liable for any damages or consequential loss.

If you are on a Deemed Contract, then you must pay your bills via Direct Debit. Symbio Energy Limited only offers a Direct Debit Agreement to reduce costs; the benefits are then passed onto the customer. Exceptions are made for vulnerable or elderly customers.

9.2: CANCELLING YOUR DIRECT DEBIT

9.2.1: If you agree to pay by Direct Debit, you have the right at any time to cancel the mandate if there is any dispute about your bill. This clause is subject to you providing a 72 hours’ notice before withdrawing and Symbio Energy Limited not having resolved your billing query. Should your billing query be resolved, and you continuously fail to reinstate the DD within 60 days, Symbio Energy will automatically move your account to our higher Standard Variable Tariff.

9.2.2: If the payments continue to be taken after you have cancelled your Direct Debit (by contacting your bank), you should first contact your bank to obtain a refund. Under the Direct Debit Guarantee, your bank is required to refund you for any payments made after you cancel your Direct Debit

9.2.3: You must notify us that you have cancelled your Direct Debit to update our records. You should also ensure that you arrange alternative means of making any required payment to us. However, we may charge you the additional costs of using alternative payment channels.

9.2.4: If the direct debit cannot be collected on the agreed date, we will send you an email reminder. If the direct debit is not reinstated, we will write to you to make a payment by BACS transfer or online payment and we will have to add £10 to your energy bill to cover the cost of credit control and/or reinstate your direct debit.

Suppose the customer cancels the direct debit during the agreement. In that case, we also reserve our right to place the customer on the default nondirect debit tariff automatically. We will write to the customer to inform them of this and encourage them to resolve the situation or find a cheaper alternative that allows paper billing and non-direct debit payment methods.

REFUNDS

10.1: Upon request, we can refund the credit in your Symbio Energy account that exceeds your expected electricity usage for the next month. This criterion only applies to existing customers on the old billing methodology.

10.2: Refunds for active Symbio Energy accounts. To get a refund from Symbio Energy, the customer must meet specific criteria such as

• Direct Debit instruction on your account needs to be active.

• A meter photograph showing the meter reading has to be submitted 14 days before the refund request.

• If the credit amount on the account is less than £50.00, it will be adjusted in the following bill. However, if the credit amount is over £50.00, it will be refunded upon request within 14 days. This process will be followed for existing customers who are on the older billing method, but it will not apply to new customers.

• If all criteria outlined are met, your refund request will be processed within 14 days of us confirming the same with you. If there is any delay, we will inform you accordingly.

• We can increase your automatic payments to cover the Electricity we think you will use during the winter months once the refund has reduced your credit balance.

CUSTOMER PORTAL & MOBILE APP

11.1: Customer Portal

By joining Symbio Energy Limited, you agree to manage your account online. This allows us to keep costs low and, thereby providing with lowest prices for electricity. You agree that you will undertake the following actions:

• Customers are encouraged to download the Symbio Energy Mobile App

• Submit meter readings using your online account dashboard or via our mobile app. We will accept meter readings over the phone or email from vulnerable customers and in exceptional circumstances.

• Receive monthly statements via email.

• Provide us with accurate personal details, including your email address and telephone contacts, and keep these details up to date.

11.2: Mobile App

Our Mobile App is the most convenient way to manage your energy account from anywhere and at any time. The Symbio Energy Mobile App is now available for both Android and iOS devices.

• Check your Dashboard & the Energy Usage

• Submit Meter Readings

• Monitor your monthly payment

• Access Bill Summary

• Manage your Password

11.3: If you are unable to use our online service due to reasons we agree are beyond your control; you will not be penalised for this.

RENEWAL TARIFF

12.1: Renewal customers will be offered an alternate tariff in the link. Depending on the customer’s choice, we will bill them as part of the new billing process, and any money owed will be adjusted according to the new rates.

12.2: We will notify you via email well in advance when your contract is up for renewal. We will send you three renewal notices approximately 30 days before the end of the current contract for Fixed Tariff Customers as well as for Variable Tariff customers. The email will include a link to the renewal tariff options.

MOVING TO A NEW HOUSE OR CHANGE OF PREMISES

When you move, you agree to provide us with a final meter reading taken on the day you leave the property you own or rent.

If you are moving to a new house and do not let us know, this Agreement will not end until we are informed. You will be liable for all costs incurred until we are provided with the owner/landlord details, or the new occupant contact us.

A final bill will be generated only after the landlord’s/ letting agency’s complete details are shared with Symbio Energy. Until then, you will be liable for all costs. It’s the Customer’s responsibility to provide with these details, failing which the Customer is responsible for all charges.

CHANGES TO THE CONTRACT

14.1: From time to time, we may update this Agreement to comply with changes to laws or regulations or our business necessitates. Please check this page regularly to review updated terms. The date this Agreement was last revised is at the top of this page.

Should there be any material changes to the Terms and Conditions contained herein, we will send an email asking you to review the new Terms and Conditions. You will be given 30 days from the point of communication.

14.2: Post which, Symbio Energy Limited will have deemed acceptance of the Terms and Conditions. Should you disagree with the new Terms and Conditions, please provide feedback to Symbio Energy within 30 days, and the new terms will not bind you until your queries have been resolved.

However, in most instances, the Customer who disagrees with the new Terms and Conditions is advised to seek a new supplier whose T&C’s are more agreeable to their personal needs.

14.3: If we make changes to this Agreement that increase your energy rates, we will give you 30 days’ notice to let you know about the changes. This clause is only applicable to customers who have chosen the ‘variable tariff plans’. If you disagree with the changes, you can change to another supplier without any penalty.

This term does not apply if we change your payment method as per this Agreement. If we hear from your new supplier within 20 working days after the change takes effect, or if you enter a new plan with us in the same period, we will keep your prices the same until you switch or start the new plan (as applicable).

14.4: If you have opted for a fixed tariff for a specified duration, and should you decide to change to a lower tariff in the middle of your contract, you will be allowed to do so without paying the exit fee for the first tariff update. Any subsequent lower tariff switch request within the contractual term will attract an exit fee.

However, this does not apply to customers referred to us by third party entities, as we may charge you an exit fee if you wish to change to a cheaper tariff.

ENDING THE CONTRACT

15.1: You have the right to cancel this Agreement and your relationship with Symbio Energy up to 14 days after the day this Agreement starts without any charges. We call this the cooling-off period. You can cancel your Agreement with us after we commence your energy supply by switching to another supplier or entering into a new agreement with us but will be subject to any costs incurred or applicable exit fees.

15.2: If you are switching, you do not need to tell us yourself; your new supplier will contact us to cancel your relationship with us on your behalf.

15.3: If Ofgem gives a “Last Resort Supply Direction” to an electricity supplier other than us concerning your premises, this Agreement will end automatically to the fuel specified in the relevant “Last Resort Supply Direction”.

LIABILITY

16.1: Any liability that is not capable of being excluded by law. We are not liable for any loss or damage (including negligence and breach of statutory duty) that we could not reasonably have expected would result from the violation of this Agreement when you entered it.

16.2: If we are liable for a loss caused by an electricity distributor, our liability (including for negligence or breach of statutory duty) is limited to the amount we are entitled to recover from them on your behalf. 16.3: If we are required or entitled to take action under our electricity supply licence or any other binding rules, we would not be in breach of this Agreement.

16.4: As we do not directly control the reliability of energy to your property, we cannot guarantee that the supply will be uninterrupted. We can, however, confirm that the reliability of your energy supply would be the same irrespective of which energy supplier you chose.

USING PERSONAL INFORMATION.

17.1: We will process your data in line with our Privacy Policy, which we may amend from time to time. You can find it at https://www.symbioenergy.co.uk/privacy-policy-cookies/

17.2: You have several rights which relate to the access and control of your data. These are also set out in our Privacy Policy, which you can find at https://www.symbioenergy.co.uk/privacy-policy-cookies/

OUR COMPLAINTS PROCEDURE

18.1: If you are unhappy with our service, you can complain by calling us on 0333 050 9372 or emailing us at [email protected]

18.2: In some instances, when you raise a complaint, we may request you to provide us with further information to investigate and resolve the matter efficiently. However, should we not receive any communication from you, and as a result, there is a delay in resolving the complaint, we reserve our right to issue a deadlock letter until we hear from you. You should then provide us with the requested time frame to resolve the issue internally.

18.3: Before escalating the complaint to the independent regulators, it is mandatory to register your complaint with us and follow the complaint procedure outlined by Symbio Energy Limited on our website. This procedure includes granting us the required timeframe to resolve your complaint as per our internal complaint procedure.

However, suppose the complaint procedure is not adhered to and the complaint is escalated to the Regulatory body. In that case, we reserve the right to continue to offer our services and may encourage you to find another energy provider.

EMERGENCIES AND SAFETY

19.1: If you have an electrical emergency, you must report it by calling 105 to find your local electricity distributor.

19.2: You must not use the supply in any way that endangers people, property or that could interrupt any other property’s Electricity.

19.3: We can restrict the supply if we think you are using it unsafely or if we are required to by any legal requirement or other binding requirements.

INDEPENDENT ADVICE

If you require independent or external assistance, or if you need any advice; we recommend contacting any of the contacts listed below.

ORGANISATION CONTACT NUMBER WEBSITE
Citizen Advice 03444 111 444(England)
03444 772 020(Wales)
www.citizensadvice.org.uk/
Civil Legal Advice 0345 345 4345 www.gov.uk/civil-legal-advice
StepChange Debit
Charity
0800 138 111
0800 138 138
www.stepchange.org
National Debtline 0808 080 4000 www.nationaldebtline.org
Advice UK 0300 777 0107 www.adviceuk.org.uk
Christians Against Poverty 0800 328 0006 www.capuk.org
Age UK 0300 777 0107
Citizens Advice Consumer Helpline 0808 223 1133

NATIONAL TERMS OF CONNECTION

We are acting on behalf of your network operator to agree with you. The Agreement is that you and your network operator both accept the National Terms of Connection (NTC) and agree to keep to its conditions. This will happen when you enter into this Agreement, and it affects your legal rights. The NTC is a legal agreement. It sets out rights and duties concerning the connection at which your network operator delivers Electricity to or accepts Electricity from your home or business. If you want a copy of the NTC or have any questions about it, please write to Energy Networks Association, 6th Floor, Dean Bradley House, 52 Horseferry Road, London SW1P 2AF: phone 0207 706 5137, or see the website at www.connectionterms.org.uk

OTHER CONDITIONS

22.1: In the event of a company restructure, change of ownership, or another event required as part of our general course of business, we may transfer any of our rights or obligations under this Agreement. It may not be possible to notify you to seek your permission beforehand.

22.2: In case of change of ownership, tenancy or other changes that may affect this Agreement or the supply of your energy, you are not able to transfer your rights or obligations under this Agreement without agreeing to this with us.

22.3: We will not tolerate any form of violence, physical aggression, verbal or written abuse directed at our employees or agents. If this occurs, we have the option of taking legal action or reporting it to the police. Symbio Energy reserves the right to switch abusive or rude customers to our default tariff. If the need arises, we reserve the right to offer you our services while requesting that you switch to another supplier.

22.4: After resolving your issue and advising you of our terms and conditions, if you are unwilling to adhere to our terms and conditions and thereby willingly breach the terms of the contract, your account will be switched to the Default Tariff. Symbio Energy reserves the right to offer its services and may encourage you to find another supplier.

22.5: We at Symbio Energy ensure that we resolve all customer queries within a reasonable time while providing one to one service. We are committed to continue providing excellent service to all our customers and competitive tariffs within the UK. However, customers who choose to use social media to denigrate a company are engaged in cyberbullying, and it is not something that we at Symbio Energy support. Suppose you approach social media without contacting us or allowing us to resolve your query. In that case, Symbio Energy may encourage you to find another provider if you are unhappy with our services.

22.6: If we need to notify you about this Agreement, we will use your email address or the postal address you have provided to us. Suppose we post a notice to you in connection with this Agreement. In that case, it will be assumed to have been delivered two working days after the notification was posted unless it is issued to you by hand or email, in which case it will be considered to have been delivered immediately.

22.7: This Agreement, documents or any other agreements you receive from us is an Agreement/ understanding between you and us.

22.8: Nothing in this Agreement affects our legal rights or powers. Nothing in this Agreement affects any of your statutory rights that cannot be excluded by law.

22.9: If any part of this Agreement is void or unenforceable, the rest of the Agreement will be unaffected.

22.10: This Agreement is governed by England’s laws if your property is in England and Scotland if your property is in Scotland. If there is any dispute, it will be dealt with by England and Scotland’s courts, respectively.

Finally – Despite the large and voluminous document, this is a partnership. Symbio Energy commits to working with any of its customer/partners to resolve difficulties, disputes and operational issues. Symbio Energy is a young company, not perfect by any means but it undertakes to continue to provide the UK’s Lowest Promotional Tariffs, Lowest Renewal Tariffs and be the lowest priced energy supplier in the UK.

The name ‘Symbio’ comes from a contraction of the adjective’ Symbiosis,’ which describes a process in which two organisms or pairs collaborate to benefit each other. It is, in effect, a partnership in which we gain your valuable custom while you save a lot of money compared to the majority of UK Energy Suppliers.

Thank you for choosing Symbio Energy.

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