General Terms and Conditions for Home Energy v3

1. Our Contract

This Contract is between you and us. By you, we mean the person who either signed up for an Energy Tariff, owns or rents a property which we supply, or is a secondary account holder on a customer’s account.

We, us or our is Gas and Power Limited (company number 09735925). Our address is 3B Edward VII Quay, Navigation Way, Preston PR2 2YF. When supplying Energy, we trade under the name Gulf Gas & Power UK. When we refer to Gulf Gas & Power UK, we are also referring to Gas & Power Limited.

2. Definitions and meanings

Contract – the contract between you and us for the supply of Energy in accordance with these terms and conditions, the Tariff Schedule terms and conditions (where applicable) and any other documents referred to in these terms and conditions.

Contract start date – this is the date your Contract begins. This will either be the day we agree to start supplying your Property, or when supply begins, whichever is sooner.

Dual fuel – this refers to customers who have both electricity and gas supplied to their Property by us.

Energy – this refers to electricity and / or gas supply.

Exit fee – this is a charge applied to a customer’s account if they decide to cancel or switch away from one of our fixed term Tariffs early.

Prepayment meter – this is a type of meter which requires customers to pay for Energy before using it. This is done via a smartcard, token or key that can be "topped up" at a corner shop or online.

Property – this is the address for the supply of Energy when you apply to become a Gulf Gas & Power UK customer.

Single fuel – this refers to customers who have either electricity or gas supplied to their Property by us.

Smart meter – this is a type of meter records consumption of Energy in intervals of an hour or less and communicates that information back to the Energy supplier for monitoring and billing.

Supply – this is the sale of electricity and/or gas and distribution via a gas transportation network or electricity distribution network.

Supply start date – this is the date we become the registered supplier to your Property for your electricity and/or gas supply.

Tariff – this refers to the prices you will be charged on any Energy contract we offer.

Tariff Schedule Terms and Conditions – a document that details the specific features of the Tariff that together with the General Terms and Conditions forms an integral part of the Contract.

Working day – Monday to Friday, excluding any public holidays.

Year - each consecutive 12 (twelve) month period from and including the Contract start date.

3. General terms and conditions

To be eligible for any of our Home Energy Tariffs, you must:

• Either own or live in the Property. This Property must be connected to mains electricity or gas (or both if Dual fuel).

• Be allowed to sign up to this Contract for the Property.

• Be at least 18 years of age.

• Use the Energy we supply for domestic purposes only. If you use the Energy we supply for commercial purposes you must inform us immediately and we may move you to one of our business Tariffs.

• Keep your contact information up to date. Please let us know if your telephone or email information changes at any time.

When you enter into a Contract you are entitled to a cooling-off period, which allows you to cancel this Contract by informing us of your wish to cancel it within 14 calendar days from the day it was made.

These terms and conditions also apply where we are the supplier of Energy to a property registered to us but you do not have an express contract with us. You agree that although you do not have an express contract with us but are receiving the supply of Energy at the property you shall pay us the charges in accordance with section 7.

You will be liable to pay the charges for all Energy supplied by us at the property until the date on which supply by us ends and your obligation to pay outstanding and on-going charges will continue after this Contract has ended.

4. Our Tariffs

Fixed Term Tariff

A fixed term Tariff is a Tariff with a fixed term and end date. Each of our fixed term Tariffs have their own specific terms and conditions, which are in addition to these general terms. All Tariff terms and conditions can be found here – https://gulfgasandpower.uk/tnc.

During a fixed term, we will not make changes to the pricing of the Energy we supply, unless the Contract is altered due to failure to adhere to the terms and conditions.

Exit fees may apply if you choose to change supplier or move to a different Gulf Gas & Power UK Tariff during a fixed term contract. Please refer to the Tariff Schedule for further details.

You can only access a Tariff if:

• You have applied to join or if you are an existing customer, move to the Tariff on our website or through one of our agents.

• We have agreed to supply your Property on the Tariff.

• If you are switching from another Energy supplier and we become registered as the Energy supplier to your Property.

No less than 42 days before the end of your fixed term, we will send you a notification to let you know what options you have and what Tariffs are available to you. During this period, if you choose to sign up to a new fixed term, no exit fees will be charged and your new fixed term will begin immediately after the end date of this Tariff.

If you stay with Gulf Gas & Power UK, but choose not to sign up to a new fixed term, you will be moved to our Default Tariff.

Standard Variable Tariff

A Standard Variable Tariff is a Tariff with no fixed term or end date. Our SVT has its own specific terms and conditions, which are in addition to these general terms. All Tariff terms and conditions can be found here – https://gulfgasandpower.uk/tnc.

While you are on our SVT, we may make changes to the pricing of the Energy we supply. If your prices are set to increase, we will inform you 30 days prior to any changes being made.

Exit fees do not apply if you choose to change supplier or move to a different Gulf Gas & Power UK Tariff.

You can only access a Tariff if:

• You have applied to join or if you are an existing customer, move to the Tariff on our website or through one of our agents.

• We have agreed to supply your Property on the Tariff.

• You have decided not to switch to a new tariff or supplier at the end of your fixed term contract.

• If you are switching from another Energy supplier and we become registered as the Energy supplier to your Property.

Our SVT is our Default Tariff and any customer who chooses not to switch to a new tariff or supplier at the end of their fixed term will be automatically moved to this tariff.

5. Switching to Gulf Gas & Power UK

When you apply to switch to Gulf Gas & Power UK, you are agreeing that we can contact your existing supplier to tell them to end your Contract with them. We will provide you with a date when your switch should take place. We aim to complete your switch within 21 calendar days of the date you apply to join us, however there may be issues outside of our control which affect our ability to meet this timescale or supply you with Energy.

Your switch could also be delayed if:

• We do not have all the information required to complete your switch.

• You have any debt with your existing supplier, you will be responsible for paying these debts. In some cases your supplier could object to your Contract being ended due to debt existing on your account. This could delay or stop your switch to Gulf Gas & Power UK.

We will contact you five days before the date of your  switch asking you to give us a meter reading at or close to the actual switch date. We require you to provide us with this reading for us to effectively complete your switch.

In the event of a change of tenancy you must tell us the date you began to take Energy at the Property and the electricity and/or gas meter reading(s) at that time. If this information is not made available then we reserve the right to consider that:

• The start date of supply of Energy to you is the day after the termination date for the outgoing customer.

• The opening meter reading(s) for you is the same as the final meter reading(s) for the outgoing customer.

6. Meters and meter access

Your meter must be a Credit meter, which is a meter which does not require prepayment of any kind. This can also be a Smart meter.

If you have a Smart meter in your Property, you may lose some of its functionality when you join Gulf Gas & Power UK and may need to provide us with regular meter readings. Please contact us if you would like any further information.

You are responsible for ensuring your Property has an appropriate Credit meter which meets all the following requirements:

• It is capable of measuring the Energy supplied to your Property.

• Maintenance and legal compliance checks are carried out for all pipes, equipment, wires and other fittings.

• It is suitable and meets industry standards for safety and accuracy.

• You are responsible for ensuring that your metering equipment is not lost, stolen or damaged. In this Contract metering equipment means the meter itself and all equipment required to operate your meter.

• If you discover any damage, fault or other issue with your metering equipment, you must tell us immediately.

We are allowed to install, maintain, read, disconnect, repair or replace any metering equipment.

You must pay our reasonable costs in connection with removing, inspecting, replacing or repairing the metering equipment at your Property, except if the loss or damage has been caused by something we have done or failed to do.

You agree to give us or anyone acting on our behalf safe access to your Property and all metering equipment. If there are obstructions preventing us accessing your metering equipment, you must remove them. If we need to relocate the meter for any reason, we may charge you for the related costs unless you are eligible for this work to be done free of charge.

7. Payments

You are responsible for paying us for the Energy until your Supply with us ends, and also paying any charges or debts you have accrued which remain outstanding after your Contract ends which have not been taken on by your new supplier.

We will calculate the charges for your Energy using:

• The gas/electricity you’ve consumed in kilowatt hours (kWh). Estimates will be used if up to date readings are not available.

• A standing charge, for each “Meter Point Reference Number” (MPRN) or “Meter Point Administration Number” (MPAN) registered to your Property.

If you’re on a fixed plan, the charges that apply to begin on your Contract start date.

We will add VAT to our charges at the applicable rate (currently 5% for Energy usage, 20% for any other charges).

You can find out how much your Energy costs by looking at the pricing tables (called Tariff Information Labels or TILs) relating to this Tariff. Pricing information can be found here.

The prices we charge for Energy will depend on your location and the type of meters you have in your home. This is clearly set out in the Tariff Information Labels.

These prices will be honoured for the period specified in the Tariff Schedule of Terms and Conditions:

• The rate of VAT changes,

Or

• We are prevented from doing so by the actions or requirements of any governmental or regulatory authority (Ofgem).

8. Back Billing

Where it is brought to our attention that there has been, or continues to be, a part of undercharging for the consumption of energy at the premises Gulf shall limit the period of billing to the previous 12 month period from which the relevant bill or statement was generated.

9. Payment methods

Unless specified in the Tariff Schedule Terms and Conditions, all Gulf Gas & Power UK Tariffs are sold on a Direct Debit only basis. Your first Direct Debit will be taken on or around the date your Energy is scheduled to be switched to us.

If your bank refuses our Direct Debit request, we will contact you to inform you. If you are unable to resolve any issues regarding your Direct Debit payments, you may be moved to our Payment on Receipt of Bill Tariff, which could cost you more than the Tariff you have signed up to. Payment on Receipt of Bill tariffs require payment to be made by cheque or online payment. Please note, your Tariff may not be available for you to re-join if you have been moved to a Payment on Receipt of Bill Tariff.

An administration charge may apply if we move you to our Payment on Receipt of Bill Tariff and you may be subject to the exit fees applicable to this Tariff.

By agreeing to pay by Direct Debit, you must:

• Agree that payment for Energy can, at times, be taken in advance.

• Agree to contact us before the Direct Debit is taken from your bank account if you believe your bill is incorrect.

• Give us an up-to-date meter reading at least every 90 days. If you have a Smart meter, readings may still be required.

Your Direct Debit amount will be calculated one of two ways:

• If you are a new customer, Direct Debit payments will be calculated using the amount of Energy we think you will use, based on the information we gather when you make your application.

• If you are an existing customer and are moving to a new Tariff, Direct Debit payments may be calculated using the amount of Energy you have used based on the meter readings you have supplied.

We will review your Direct Debit payment at least every 12 months to make sure you are paying the correct amount. You can contact us at any time to review your Direct Debit payment, but only if we have an up to date meter reading.

10. Additional charges

You may incur additional charges while we are supplying your Energy. This could include:

• Failed Direct Debit payments

• Testing the accuracy of your meter.

• Repairing or replacing your metering equipment.

• Changing the position of a meter at your Property.

• Disconnecting or reconnecting your Energy.

• Charges we are required to pass on to our customers by law or regulation, or a regulatory authority (such as Ofgem).

• Any other reasonable costs we incur (including administration costs) because you failed to meet the terms and conditions of this Contract.

Please click here for a full list of charges.

11. Late payments and difficulties in making payments

If you are struggling to pay your Energy bills, it is important that you contact us as soon as possible so we can discuss the options available to you, or by calling their Adviceline on 0300 330 1313. Calls cost 12p per minute from a landline, and from 3p to 45p from a mobile.

If you pay by Direct Debit or if you make a payment by some other means, and the payment fails, you may be liable for any bank charges we incur. For details of our charges, please click here.

On a regular basis, we will keep you informed of your account balance and should your account run into debt, we will take a series of steps to help you to bring your account back into credit. However, if you build up significant debt, and do not respond to our efforts to resolve the debt issue on your account, we may involve the services of a Debt Collection Agency and we can install prepayment meters at your Property under warrant from the Magistrates’ Court (or the Sheriff Court in Scotland) without your permission. We can temporarily suspend or permanently disconnect the Energy under warrant (if necessary) from the Magistrates’ Court (or the Sheriff Court in Scotland) without your permission.

12. Using your information

Our Privacy Policy can be found here.

13. Refunds

If you have built up credit on your account and would like a refund, we will issue any refunds in line with our Refunds Policy. Please contact us for details.

If you are switching away from us, you will receive a refund (if one is due) once we have received meter readings from your new supplier and sent you your last bill.

14. Moving home or changing supplier 

If you inform us of your home move at least two Working days in advance, we will transfer the balance of any fixed term Tariff to your new address, providing that you:

• Wish to remain a Gulf Gas & Power UK customer, on the Tariff which you have selected.

• Provide us with all relevant information, including your new address, and any details you have on the person(s) responsible for your existing Property after you leave.

• Provide an up to date meter reading at your current address and an opening reading at your new address when you move in.

Although your fixed term will be transferred, the prices you pay may change based on the location of your new property. The prices you pay will be confirmed during the transfer of your Tariff.

If you inform us that you wish to change supplier, the Contract will end (subject to the below) after we have received notice from your new supplier of your change of supplier and that new supplier has registered you as its customer and has started supplying you.

15. Cancellations

If you are on a fixed term Tariff, you can cancel your Contract with us at any time, however:

• You may incur an exit fee if you choose to cancel more than 49 days before the end of your fixed term.

• You will be responsible for any debt that is on your account.

• No exit fees will apply if:

• You are cancelling during your cooling off period.

• You are on a variable Tariff

• We have agreed for any other reason that exit fees will be waived.

If you choose to cancel by either switching to another Energy supplier or by moving to a different Gulf Gas & Power UK Tariff, you may be charged an exit fee, unless you are choosing to cancel within 49 days of the date specified in end date of your Tariff, specified in your Welcome Pack and Tariff Terms and Conditions.

16. Changes to your Contract

We can make changes to your Contract at any time, however we will always notify you of any changes we are making before they are made.

If we make changes to this Contract that are disadvantageous to you, we will give you 30 days’ notice to let you know about the changes. If you do not agree with the changes, you can switch to another supplier or start a new plan with us without paying an exit fee.

If the changes to the Contract are required or necessary because of changes to the industry agreements under which we operate or changes imposed by any governmental or regulatory body or authority, the changes will come into effect on the day of notification.

Waiving of an exit fee would not apply in the following circumstances:

• Changing your payment method where your account is in debt.

• Increasing any additional charges.

• Moving you automatically onto a variable tariff or Payment on Receipt of Bill tariff in accordance with this Contract.

Changing the amount of VAT you pay.

• Making changes to the Contract if we are required to do so by Ofgem’s rules.

If you ask us, we can add another person to your Contract so that they can administer your account on your behalf. We can’t make that person financially responsible for your Energy unless they agree to it and they tell us themselves; in which case this Contract is automatically amended to make them a party to it from the date they agreed to become a party.

17. Disconnections

We can make changes to your Contract at any time, however we will always notify you of any changes we are making before they are made.

If we make changes to this Contract that are disadvantageous to you, we will give you 30 days’ notice to let you know about the changes. If you do not agree with the changes, you can switch to another supplier or start a new plan with us without paying an exit fee.

If the changes to the Contract are required or necessary because of changes to the industry agreements under which we operate or changes imposed by any governmental or regulatory body or authority, the changes will come into effect on the day of notification.

Exit fees will apply in the following circumstances:

• Changing your payment method where your account is in debt.

• Moving you automatically onto a variable Tariff or Payment on Receipt of Bill Tariff in accordance with this Contract.

• Changing the amount of VAT you pay.

• Making changes to the Contract if we are required to do so by Ofgem’s rules.

If you ask us, we can add another person to your Contract so that they can administer your account on your behalf. We can’t make that person financially responsible for your Energy unless they agree to it and they tell us themselves; in which case this Contract is automatically amended to make them a party to it from the date they agreed to become a party.

18. Our liability

Nothing in this Contract limits or excludes our liability for: (a) death or personal injury resulting from negligence; or (b) fraud or fraudulent misrepresentation; or (c) any liability that is not permitted to be limited or excluded by law. Subject to the above, our liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising under or in connection with the performance or contemplated performance of the Contract shall in all circumstances be limited to in respect of all claims (connected or unconnected) £10,000 in any Year.

Subject to the above, we are not liable in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise for any special, indirect, consequential or pure economic loss, costs, damages, charges or expenses.

Subject to the above, if we are liable for a loss caused by a gas transporter or electricity distributor, our liability in contract, tort (including for negligence and breach of statutory duty) misrepresentation, restitution or otherwise is limited to the amount we are entitled to recover from them on your behalf. If we are required or entitled to take action under our gas supply license, electricity supply license or any other rules that are binding on us, we will not be in breach of this Contract.

We cannot guarantee that the supply of Energy will be uninterrupted.

19. Emergencies and Safety

Gas emergencies – if you can smell gas or have any kind of gas emergency, please call 0800 111 999 immediately.

Your distributor should also be contacted in the event of a power cut.

We can disconnect or restrict Energy if we believe you are using your Energy unsafely, unlawfully, in a way that it was not intended or if you tamper with any equipment used to supply Energy to your Property.

We are not responsible for any losses incurred should we need to suspend your Energy in an emergency or for safety reasons.

20. Making a complaint

We take customer dissatisfaction extremely seriously and for when complaints are made, we’ve created a complaint handling process to make sure customers are looked after and are treated fairly.

In most cases, complaints and dissatisfaction can be resolved when we’re first made aware of an issue. However, when this isn’t possible, the following process will be used to help ensure we find a resolution:

Step 1:

If we have made an error or our service isn’t how you’d like, please contact us so we can fix things as soon as possible – we’re here to help! You can do this by:

W: Visit https://gulfgasandpower.uk/contact to submit your complaint online.

T: 0800 830 3670           

A: 3B Edward VII Quay, Navigation Way, Preston PR2 2YF

Step 2:

We will aim to resolve your complaint straight away. However, should we be unable to do so we will keep you informed through the process and provide you with appropriate updates.

During this time, we will look into your account to establish what went wrong and once we’ve investigated your complaint, we will work on resolving the issue.

Step 3:

As soon as we have reviewed your complaint and have a resolution, we will be in touch with the next steps. To resolve your complaint, we will;

• Provide you with an overview of our investigation

• Give you an explanation as to what went wrong

• Put things right as quickly as possible

• Apologise if we’ve made a mistake

• Offer compensation (where appropriate)

• Ensure you are completely satisfied with the resolution

Want some independent advice?

The Citizens Advice consumer service will give you free, confidential and impartial advice. If you’d like some advice on a complaint, you can contact them using the following details:

T 03454 04 05 06

W www.citizensadvice.org.uk/energy

You can also download their enquiry form here:

Consumer energy query form

Know your rights

The Citizens Advice service have produced a ‘Know Your Rights’ document, which will provide you with additional information about your rights as an energy customer.

You can download the Citizens Advice ‘Know Your Rights’ document here:

Know your rights (PDF 127 KB)

What happens if your complaint isn’t resolved?

If after eight weeks you don’t feel your complaint had been properly resolved, you have the right to refer your complaint to the Ombudsman Services: Energy.

The Ombudsman settle disputes between customers and suppliers and are completely independent. Once they’ve reviewed your case, you can decide whether to accept their decision – if you do accept it, we’ll always act on whatever they say.

You can use the details below to get in touch with the Ombudsman Services: Energy:

T 0330 440 1624

T 0330 440 1600 (Textphone)

W www.ombudsman-services.org/energy

E [email protected]

21. National Terms of Connection

If we supply you with electricity under this Contract, you are also entering into a standard connection agreement for your electricity with your local electricity network operator. There is no similar agreement for gas.

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 Contract and it affects your legal rights. The NTC is a legal agreement. It sets out rights and duties in relation to the connection where 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 contact Energy Networks Association:

by post at 6th Floor, Dean Bradley House, 52 Horseferry Road, London SW1P 2AF;

by phone at 0207 706 5137; or

via its website www.connectionterms.co.uk.

22. The laws of this Contract

This Contract is governed by the laws of England and Wales if your Property is in England or Wales, 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 and Wales if your Property is in England or Wales, and by the courts of Scotland if your Property is in Scotland.

 

General Terms and Conditions for Home Energy v3