Standard Terms of Service of your Energy Supply Agreement.
Symbio Energy Limited, Company Registration Number 07999360.
Building 1, Mansion House R103, BRE Innovation Campus, Bucknalls Lane, WD25 9XX
This is the authorized person who has agreed to work together with us and allow us to provide your energy to premises, residential or commercial. This may be the owner or occupier of a household or business property that we are already providing energy to.
Describes an agreement in a case where we are supplying energy but have not directly agreed to special terms or pricing with the customer, owner or occupier of a property. This is a term used by 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.
This means electrical energy supplied to your home or premises, or what we are already supplying to the household or business referred to in this agreement.
Refers to the sale by us of electricity via an electricity distribution network.
This contract commences from when Symbio Energy agrees to become responsible for your supply, or when you start to take supply from us: whichever happens first.
1.1. You have made a commitment to us that you either own or live in the property where the supply will be made, you are over 18 and you are allowed to sign up to this Agreement or request a switch to Symbio
1.2. You agree that you have entered into this Agreement with Symbio Energy in your personal capacity via the website, via a price comparison site, energy broker or authorised switching agents such as We Flip or Flipper.
2.1. Symbio Energy is authorized to provide a supply of electricity to a customer from the provisions detailed in Clause 1.2 and the provisions in Clause 3 (required information).
2.2. Symbio Energy will commence supply as soon as possible. Symbio Energy observes the Retail Energy Code (REC). It currently takes between 14 to 21 days, although this is due to improve with all parties in the electricity market seeking to reduce switch times. We may change the start date for the supply if we don’t have all the information we need. We will write to you during the process to update you on progress. There are numerous counterparties in a switch of supplier and the amount of time taken to switch is dependent upon the counterparties performing their duties diligently.
2.3. The customer is responsible for any charges to be paid to the old supplier. Old suppliers can refuse a change of supplier if they are owed monies for energy supply.
If your old supplier refuses the request for a switch, the switch will be canceled. However, you are free to request another switch at any 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 contract.
3.1. You’re responsible for paying Symbio Energy for your energy until this Agreement ends or until you stop using services provided by us, whichever is later.
3.2 Symbio Energy Limited will in the main only offer paperless billing to reduce the cost of credit control. Credit control is an additional avoidable cost which increases energy prices to customers. It is also more sustainable for the environment by not printing on paper.
Customers wanting to use Symbio Energy Limited as a supplier will need to provide the following to qualify for Symbio Energy Limited tariffs. Symbio Energy will waive certain terms for vulnerable customers or customers
who require financial assistance. Vulnerable, elderly customers are encouraged to call our customer services department and we will be happy to assist.
• Valid e-mail address – customers must provide a valid e-mail address.
• Valid Phone number – customers must provide a valid UK phone number. A mobile number is preferred and customers must allow Symbio Energy to contact them via text about pertinent issues regarding the contract. Landlines are also acceptable.
•Valid Direct Debit Details and Authority – sometimes incorrect or invalid bank account detailed are provided. In some instances, an account number is provided which does not accept direct debits. This would be deemed as
an invalid direct debit account.
• Valid MPAN number – the MPAN number is the unique electricity supply number for your property. Sometimes properties have more than one MPAN number or more than one meter. It is the responsibility of the customer to
provide correct details or a copy of a previous bill with the correct MPAN number to Symbio Energy.
• Accurate estimates of property and its energy usage. These can be found on old bills or Symbio Energy can assist in ascertaining these.
• Details of any other authorized person who may operate the account and their details. With system enhancements, Symbio Energy may ask for passwords and specific information which provides confidential authority to operate the account. This is a security measure to stop unauthorized parties from access to your energy account.
3.3 We’ll calculate the charges for your energy using:
•3.3.5. Half hourly commercial customers have additional charges applied due to the amount of energy that is consumed, such as capacity charges. These will be transparent and detailed on the estimated quote provided before the switch.
• 3.3.6. Symbio Energy will invoice the customer in advance on the basis of the estimated annual energy consumption of the premises receiving the energy supply. The amount taken on the first direct debit will vary depending on when in the month, the switch to Symbio Energy has happened. Thereafter, the customer will receive a bill based upon the EAC or actual meter read. The invoice amount will be deducted from the monies held on account and an amount equivalent to the estimated monthly usage will be taken via direct debit. At the end of the deemed contract, the customer will be
given a refund if Symbio Energy is holding onto any credit balances or a final direct debit amount will be taken to settle any outstanding invoices.
• 3.3.7. In order to assist the switch to Symbio Energy tariffs, an opening meter read will be required.
• 3.3.8. Symbio Energy will endeavor to offer customers a suitable date for direct debits.
Occasionally, there may be processes or system errors. Symbio Energy would like to apologize if this occurs, but it is not liable for any damages directly or as a consequence of these errors.
3.4. Symbio Energy reserves the right to cancel any switch to its tariffs before the effective switch date if any of the details of the terms in Clause 3.2 are not met. Customers who are unable to fulfill the criteria detailed in Clause 3.2 will be notified that the switch to the Symbio Energy tariff has been aborted. Customers will be given the opportunity to rectify the missing or incorrect information before the switch is aborted. Customers who are subject to an abortive switch will be given the opportunity to re-register for a Symbio Energy tariff once all the qualification information is
received and validated.
3.5. If you have a standard meter, you must either pay the amount shown on your bill in accordance with your chosen payment method or the fixed monthly amount you have agreed to pay in advance. The is detailed in the tariff you have chosen.
3.6. If you have a prepayment meter, you must top-up your meter in advance in order to receive the supply, and we will deduct charges for the supply from the amount you top-up.
3.7. We’ll add VAT to all our charges at the prevailing rate and this will be clearly marked on your energy bill.
3.8. If you ask us to test the accuracy of your meter, you must pay us an amount to cover the cost of the work being carried out. We’ll tell you what this amount is at the time, and we’ll 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’ll refund the payment to you.
3.9. If you are on a Deemed Contract, then you must pay your bills via Direct Debit. Symbio Energy only offers Direct Debit contracts to reduce costs which are then passed onto the customer. Exceptions are made for vulnerable, elderly or confused customers.
3.10. If you have a prepayment meter installed or if you agree to have a prepayment meter installed, you will be placed on our prepayment meter energy plan and rates. However, we understand that prepayment meters are a matter of last resort and our prepayment rates will not penalize customers. They will be higher than our normal tariffs but only sufficiently higher to cover the additional costs of administration.
3.11. If you’re under a Deemed Contract and you have a prepayment meter, or if you change to a prepayment meter for any reason while under contract with us, you will automatically be placed onto our prepayment energy plan.
3.12. If you’re having trouble paying your bill, you should contact us immediately to discuss ways to save money and the payment methods available to you. Symbio Energy will always work with vulnerable customers to assist them and to help them through their travails. Please call Customer Services and ask to speak to the Vulnerable Customers team.
3.13. If for any reason your direct debit cannot be collected on the agreed date another attempt will be made within 5 working days. If this is rejected again, we will write to you to make a payment by BACS transfer and we will have to add £15 to your energy bill to cover the cost of credit control. If the direct debit is canceled by the customer during the
course of the deemed contract, the customer will be placed on the default non-direct debit tariff. We will write to the customer to inform them of this and encourage them to resolve the situation to find a cheaper alternative which allows paper billing and non-direct debit payment methods.
3.14. We will carry any debit or credit balance forward to the next month’s bill.
3.15. In order to bill you as accurately as possible, you must give us an up-to-date meter reading for your energy at least every 90 days and when requested by Symbio Energy if there is a reason to need more up to date meter readings. If you move supplier from Symbio Energy, you will be required to provide a final meter read to Symbio Energy from which a final energy bill will be calculated.
3.16. You (the customer) must keep your account in credit by paying for the supply in advance by automatic payment, or if you’re in debt with us, you agree to not be in debt by more than half of what we’ve calculated as being your expected annual bill (EAC).
3.17. Your automatic monthly payment amount will be based on the cost of the energy we think you’ll use during a year with Symbio Energy split into 12 equal monthly payments. We will inform you of your payment amounts and payment dates when we set up your account with us.
3.18. Symbio Energy aims to review the amount, date and frequency of your automatic payments at least twice a year to make sure you’re not paying too much or too little. When we intend to make any changes to your automatic payment, we will notify you by email (normally 10 working days) in advance of the payment being taken, or such other period as we may agree.
3.19. If you’re a domestic customer, we may do checks with a credit reporting agency to ensure you are able to pay your energy bills. We will always ask your permission before doing this. If you’re a business customer, we will always do checks with a credit reporting agency to ensure you are able to pay your energy bills.
• 3.19.1. Based on credit score, we may ask you to pay a security deposit before we start working to bring your energy supply across. In that case, this Agreement won’t start until we have received the security deposit in full.
• 3.19.2. We may refuse to supply your energy until the security deposit is paid, or;
• 3.19.3. We may stop supply if we have to use the security deposit to pay one of your bills.
• 3.19.4. If the start date of your supply is delayed because you have not paid the security deposit, we aren’t responsible for any charges you have to pay your old supplier.
• 3.19.5. The amount of security deposit we ask for will depend on your individual circumstances but can be 2 times what we think is the likely value of your monthly bill.
• 3.19.6. A security deposit will be repaid once you have established good payment history.
3.20. If you don’t pay your bill on time:
• 3.20.1. We can add the amount of your debt to your next bill.
• 3.20.2. If you do not make a payment to us on the date it is due we can charge you £15 for each missed payment to cover the administrative costs of recovering the outstanding payment
• 3.20.3. We have the right to install a prepayment meter at your property under a warrant from the Magistrates’ or Sheriff’s Court without requiring your permission if your energy remains unpaid.
•3.20.4. We can temporarily suspend or permanently disconnect the supply without requiring your permission.
•3.20.5. If you on a Symbio Direct Debit low-cost tariff but do not make the payments via Direct Debit or cancel the Direct Debit for more than one month, we will move you onto our higher non Direct Debit tariff. We will notify you of this in writing to the supply address. We will encourage you to provide valid Direct Debit details or encourage you to seek an energy supplier that has the infrastructure to manually issue paper bills and actively chase customers for payment.
3.21. If you would like a refund:
• 3.21.1. Upon request, we can refund credit in your Symbio Energy account that exceeds your expected energy usage for the next month.
• 3.21.2. We can increase your automatic payments to cover the energy we think you’ll use during the winter months once your credit balance has been reduced by such a refund.
3.22. If we (or our payments processor) make an error with your automatic payment (for example, the amount of the payment taken is incorrect), you’re entitled to an immediate refund from us of the full amount paid and any charges or interest you may have incurred from your bank as a result, for example, going overdrawn caused by incorrect payment. You should contact us as soon as you realize that an error has been made. We will take the correct automatic payment immediately after making the refund to you as you will still be required to make the payment to us for the period to which the (incorrect) automatic payment relates to. If you receive a refund from us that you’re not entitled to, you must pay the amount of the refund back to us immediately when we ask you to.
3.23. Under some circumstances, you may incur additional charges under this Agreement. This is usually in the case where you have asked us to undertake work on the energy infrastructure in your home. This can include moving your meter from its current location to another location, works required as a result of renovations of building works, or requests by you to disconnect the supply of energy to your home. We will always tell you prior to making any additional
4.1. By joining Symbio Energy, you agree to manage your account online. This allows us to work together to keep costs low and therefore energy prices low.
4.2. By joining Symbio Energy you’re agreeing that you’ll undertake the following actions:
• 4.2.1. Provide meter readings using your online account dashboard or within our mobile app (when live), by emailing Symbio Energy or calling our telephone service,
• 4.2.2. Receive monthly statements via e-mail,
• 4.2.3. Provide us with accurate personal details, including your personal email address, and telephone contacts and to keep these details up to date.
4.3. If you’re unable to use our online service due to reasons we agree are beyond your control, you will in no way be penalized for this.
5.1. If you move home, you agree to provide us with a final meter reading taken between 5 days before or 5 days after you are no longer renting or owning the property.
5.2. If you’re moving to a new house and you don’t let us know, this Agreement will not end until a new person moves into that property. You will be liable for all costs until this occurs
6.1. In order to provide you with energy, from time to time we (the supplier or its authorised agents) will require access to your meter. You agree to provide us, or any person we have authorised acting on our behalf to safe, unrestricted access to your energy metering and associated equipment. If your metering equipment is obstructed, it is your responsibility to remove it or the obstruction and pay any associated costs.
6.2. We may charge you if you don’t let us know at least 48 hours prior to a booked appointment that access won’t be available at the time of the appointment.
6.3. If you have a smart meter (when this service is available by Symbio Energy) that we can read without visiting your property, you agree that:
• 6.3.1. Any in-home display installed along with that meter remains our property or the meter provider we have contracted and may not be removed.
• 6.3.2. We may use the smart meter to remotely monitor the energy you use; and
• 6.3.3 We’ll normally collect readings from your smart meter once a day. You can decide whether we take a reading for the entire 24-hour period or for each half-hour period. We won’t take more than one reading a day unless you have given us your consent.
• 6.3.4 If you’d prefer us to only take one reading a month, you can write to us at email@example.com.
• 6.3.5 We’ll also collect information about how your smart meter is working (for example, if it has any faults or has been tampered with).
• 6.3.6 We may remotely repair and update the smart meter, switch it from credit to prepayment or disconnect your supply – we will notify you before this happens inline with our credit policy; and
use the information from your smart meter to offer you products and services from us or our partners if you have given us consent to do so.
6.4. If your meter is ever damaged or stolen, you must let us know immediately.
6.5. If this Agreement ends, we may recover any metering equipment we have provided to you and you agree to provide us all the access we need to do this.
7.1. From time to time, we may update this Agreement to comply with changes to laws or regulations, or where our business necessitates a change to this Agreement. Please check this page regularly to review updated terms. The date this Agreement was last updated is at the bottom of this page. Should there be any material changes to the Terms and
Conditions contained herein, we will send an e-mail asking you to review the new Terms and Conditions. You will be given 20 working days from the point of communication. Thereafter, Symbio Energy will have deemed acceptance of the Terms and Conditions. Should you disagree with the new Terms and Conditions, please do provide feedback to Symbio Energy. 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 the customer.
7.2. If we make changes to this Agreement that results in your energy rates increasing, we will give you 60 days’ notice to let you know about the changes. This is only applicable to customers who have chosen the ‘variable tariff plans’. If you do not agree with the changes, you can change to another supplier without any penalty. This doesn’t apply if we change your payment method in accordance with 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’ll keep your prices the same until you switch or start the new plan (as applicable).
SWITCHING FROM SYMBIO ENERGY
7.3. If you’re switching for any reason, we can object to the switch if there are outstanding charges due on your account. If you have a prepayment meter, we can block the switch if you owe us more than £500, unless your new supplier agrees to take on the debt. You have 30 working days after receiving a notification to pay us the outstanding charges when you have notified us you intend to switch.
7.4. If you ask us, we can add another person to your account so that they can administer your account on your behalf. We can only make that person financially responsible for your account if they agree to it, which we will need to do with them directly.
7.5. If we withdraw a plan that you’re on, we will move you onto a tariff that is available. We will always notify you
of this change.
9.1. If you agree to pay by Direct Debit, you have the right at any time to cancel the mandate for us to take payments by informing your bank of this fact. Depending on the bank’s terms, you may be required to give a certain amount of notice before the payment is due to be taken, or to provide your cancellation in writing. You should check the requirements directly with your bank.
9.2. If, after having cancelled your Direct Debit (by contacting your bank in accordance with Clause 9.1), the payments continue to be taken, you should firstly contact your bank to obtain a refund. Under the Direct Debit Guarantee, your bank will be liable to refund you for any payments that continue to be made after you cancel your Direct Debit.
9.3. You must notify us that you have cancelled your Direct Debit, so that we can 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 to us of you using alternative payment channels or we may, without your consent, install a prepayment
meter at your premises.
8.1. You have the right to cancel this Agreement and your relationship with us up to 14 days after the day this Agreement starts. We call this the cooling off period. You can cancel your Agreement with us after we commence supply of your energy by switching to another supplier or entering into a new agreement with us.
8.2. If you are switching, you don’t need to tell us yourself; your new supplier will contact us to cancel your relationship with us on your behalf.
8.3. If Ofgem gives a “Last Resort Supply Direction” to an electricity supplier other than us in relation to your premises, this Agreement will end automatically in relation to the fuel specified in the relevant “Last Resort Supply Direction”.
10.1. We can refuse to supply you, suspend or disconnect your supply or tell you to stop using it if:
• 10.1.1 You want to leave a supplier, but that supplier prevents us from supplying your gas or electricity (or both).
• 10.1.2 You haven’t paid your bill on time, and we will re-start it as soon as possible once the bill has been paid.
• 10.1.3 You are in material breach of this contract.
• 10.1.4 We are required to do so by Ofgem, the gas transporter or the network operator or by any law, code or agreement relating to the energy supply.
• 10.1.5 We have reason to believe that you may have damaged or tampered with your metering equipment.
10.2. If we have had to suspend or disconnect the supply, we may choose to do checks with a credit reporting agency and ask for a security deposit before we restart or re-connect it.
10.3. If we ask you, you must reimburse us for the cost of suspending or disconnecting the supply, as well as the cost for re-starting or re-connecting it.
10.4. We will not disconnect your supply in winter (1st October to 31st March) if any person living at the property is registered as vulnerable. In addition, we provide a range of priority services for members who are registered with us as vulnerable.
10.5. We won’t tolerate violence, physical aggression or verbal or written abuse towards our staff or agents. We reserve the right to terminate this contract if we believe that you are behaving inappropriately or in violation of applicable laws or regulations – for example, if you are abusive or behave offensively towards our staff or agents.
11.1. Our liability (including for negligence and breach of statutory duty) is limited to £10,000 for each unconnected event that we are directly responsible for, or £10,000 in total for any connected series of events that we’re directly responsible for, and which has caused you loss or damage. We are responsible for any liability which is not capable of being excluded by law.
11.2. Except in relation to any liability which 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 couldn’t reasonably have expected would result from breach of this Agreement at the time you entered into it.
11.3. If we are liable for a loss caused by an electricity distributor, our liability (including for negligence and breach of statutory duty) is limited to the amount we’re entitled to recover from them on your behalf.
11.4. If we are required or entitled to take action under our electricity supply licence or any other rules that are binding on us, we won’t be in breach of this Agreement.
11.5. As we do not directly control the reliability of energy to your property, we can’t 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.
13.1. If you have an electricity emergency, you must report it by calling 105 to find your local electricity distributor.
13.2. You must not use the supply in any way that endangers people or property, or that could interrupt the electricity of any other property.
13.3. We can restrict the supply if we think you are using it in a way that is unsafe or if we are required to by any legal requirement or other requirements that are binding on us.
14.1. We are acting on behalf of your network operator to make an agreement 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 from the time that you enter into this agreement 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 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.
15.1. If you’re unhappy with our service, you can make a complaint by calling us or emailing us at firstname.lastname@example.org. We will follow our complaints policy and revert to you within 21 days. Symbio Energy is also a member of the Ombudsman Scheme and should we fail to resolve your complaint, you may contact the Ombudsman to have your complaint independently reviewed.
16.1. 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 and it may not be possible to notify you or seek your permission beforehand.
16.2. In the event of a change of ownership, change of tenancy or any other change 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.
16.3 We won’t tolerate violence, physical aggression or verbal or written abuse towards our staff or agents. If it happens, we can take legal action or report it to the police.
16.4. If we need to serve a notice on you in connection with this Agreement, we will use either your email address or postal address that you have provided to us. If we post a notice to you in connection with this Agreement, it will be assumed to have been delivered two working days after it was posted unless it is issued to you by hand or email in which case it will be considered to have been delivered immediately.
16.5. This Agreement, any other agreements you receive from us, and any documents explicitly referred to in this Agreement, are the entire agreement between you and us.
16.6. Nothing in this Agreement affects our legal rights or powers. Nothing in this Agreement affects any of your statutory rights that can’t be excluded by law.
16.7. If any part of this Agreement is void or unenforceable, the rest of the Agreement will be unaffected.
16.8. This Agreement is governed by the laws of England if your property is in England, and in Scotland if your property is in Scotland. If there is any dispute between us, it will be dealt with by the courts of England if your property is in England and by the courts of Scotland if your property is in Scotland.