Important information for npower customers. Key contractual terms: pages 2-7 Terms and Conditions: pages 8-19

Transcription

1 Important information for npower ustomers Key ontratual terms: pages 2-7 Terms and Conditions: pages 8-19

2 K y Contratual Terms We ve put together this guide to help you get to know the main terms in your ontrat for the supply of eletriity or gas (or oth) y us to you and the olletion of Green Deal harges (where appliale). To get an up-to-date opy of the full standard terms and onditions and the doument setting out how we will use your personal data please refer to npower.om/terms or all our Customer Servies Team to request a opy on * or *. If you have signed up to one of our non-standard produts suh as a ixed term ontrat you will also reeive a Tarif Guide relating to that produt whih will set out the additional key ontratual terms for that produt.

3 Charges for supply The harges for your supply of gas or eletriity are set out in this letter/annual summary/ill (as appliale). They will difer depending on your loation, your method of payment and whether or not you take your mains eletriity or gas (or oth) from us, and will e variale or ixed depending upon the terms and onditions of your ontrat/tarif. You will e required to pay a daily standing harge whih applies no matter how muh energy you use. We are permitted to hange the terms of your ontrat in ertain irumstanes ut if the hange is to your disadvantage we must give you at least 30 days prior notie of that hange. If you pay y Diret Deit, your daily standing harge will e disounted so that over a year you ll reeive a disount of 40 on your eletriity harges and 50 on your gas harges for paying y Diret Deit. There is no additional disount after 12 months as it is already taken into aount in the prie you pay eah day. If you agree to pay your energy harges y Diret Deit ut that arrangement fails to operate or you don t omply with your oligations relating to the payment method, for example, if you anel your Diret Deit or your Diret Deit fails, we may transfer you to the non-diret Deit version of your tarif (where your tarif has eneiial rates or harges) and will give you notie of any hange to the terms of this agreement. If your tarif does not have a non-diret Deit version we will transfer you to the non-diret Deit version of our standard tarif. In either of these ases your monthly payments may not e enough to pay for your usage and then there may e an outstanding alane due for payment immediately. How we use your personal information For the full details on the elow please see the doument with the heading Using your personal information (provided with your Terms and Conditions) or at npower.om/terms (as appliale). We strongly reommend you do so as this is only intended as an overview. What information we ollet We will ollet personal information like your name, address, meter numer, ontat details, payment information et. when you engage with us (via our and roker wesites, our App, the phone, via our agents) or sometimes we may otain it from 3rd party soures like landlords, the eletoral roll, the phone ook or the Land Registry. We will otain information from searhing the iles 3

4 of redit-referene agenies, and (where relevant) gather information from fraud prevention agenies. We may reord information aout your health or any disailities you may have (your speial ategory (sensitive) data) to see if you are eligile to sign up to the priority servies register or to see if there are any additional servies we an ofer. We will only do this with your onsent. What we use it for We use your information in lots of ways to: Help us identify you, help us set up and manage your aount (inluding supplying servies to you), ill you, deal with any omplaints, help us assess your reditworthiness and aility to pay our ills and to help us make deisions aout the most appropriate payment methods, produts and servies we an ofer you, help prevent fraud and loss (inluding traing or identifying you), market to you (where you have agreed), arry out statistial analysis, researh and reporting. If you have a smart meter we will use your onsumption data at the level and for the purposes you have either onsented to (half hourly) have not opted out of (daily) or we are legally permitted to use your data for (monthly) for illing and regulatory purposes, or to resolve a query or a omplaint or if we think your meter has een damaged or ompromised in some way. If you have signed up to a Green Deal plan we will use your information to arry out initial validation and veriiation heks. We will also use your information to ollet your green deal harges. The legal ases for doing so Data protetion laws require that where we proess your personal data we must satisfy at least one set ondition for proessing. We have referred to these as the legal ases for proessing and they along with the purposes we proess your personal data for under those ases are set out in the doument with the heading Using your personal information (provided with your Terms and Conditions) or at npower.om/terms (as appliale). In some ases you may have the right to opt out of ertain proessing where we are unale to demonstrate we have an overriding interest in ontinuing to do so. Who we share it with We may share information with other memers of the npower group of ompanies, with agents ating on our ehalf (who help us provide our produts and servies to you), our professional advisors, with organisations like soial servies or medial agenies if we elieve you may need extra help and with relevant industry organisations for agreed industry proesses. If required we may share it with organisations like Ofgem or as part of a governmental data sharing initiatives. 4

5 Credit referene agenies (CRAs): Your personal information will e shared with CRAs (whih may inlude your payment history and any payments you have failed to make) and may then e used y other organisations that aess their iles. Missing or late payments whih have not een formally agreed may result in your redit sore eing afeted and may therefore afet your aility to otain redit from other lenders. If you fail to pay the CRAs may register a default against your redit ile and if we enter into a formal payment arrangement with you that may also e registered against your redit ile oth of whih may afet your aility to otain redit from other lenders. If you have a Green Deal plan your information will e inluded in a entral harge dataase whih may e shared with other organisations that are entitled to have aess to it for agreed industry proesses. We may share information with the industry appointed TRAS Fraud Prevention Ageny (inluding their su-ontrators (if any)) who will use that information and that of other ustomers (whether or not supplied y us) to hek puli and other dataases they hold or have aess to so that they an proile geographial, ehavioural and other similar trends for the purpose of theft and fraud risk assessment and to generate leads ased on that analysis. Automated deision making and profiling We sometimes use your personal information in automated proessing to make deisions aout you suh as redit soring or proiling for marketing. How long we will keep your personal information for We ll keep your information for as long as we need it to provide the produts and servies you ve signed up to. We may also keep it to omply with our legal oligations, resolve disputes and enfore our rights. Information that is no longer required for any purposes will e disposed of. Your Rights to how we use your personal data You have ertain rights in relation to your information: If you have given us onsent to use your information you an withdraw that onsent at any time just ontat us y one of the availale means. You an also ask to aess the personal data we hold aout you, as well as requesting we orret mistakes, restrit or stop proessing or delete it. You have a right to omplain to the ICO. For full details please see the setion on Your rights in the doument with the heading Using your personal information (provided with your Terms and Conditions) or at npower.om/terms (as appliale). 5

6 Green Deal harges Where there have een energy efiieny improvements to the property you live in under a Green Deal plan, then Green Deal harges are payale in addition to your eletriity harges and appear as a separate item in this letter/annual statement/ill (as appliale) and in your Green Deal annual summary. The harges are olleted y us on ehalf of the Green Deal provider who arried out the improvements to your property. If you are the ill payer (or the owner if the property is empty) you are legally responsile for paying Green Deal harges for any improvements that have een made to the property under a Green Deal plan. You must pay your Green Deal harges in the same way as you pay for your eletriity harges. Duration of the ontrat Your ontrat(s) with us will ontinue until either: a) Your gas or eletriity ontrat (or oth) are ended y us after a 28 day period of notie whih may e given at any time, or ) You move house provided you give us at least 2 working days prior notie otherwise you may ontinue to e liale for the supply to the premises. You may e harged an early exit fee if you are on a ixed term ontrat, or ) You hange supplier. You may e harged an early exit fee if you are on a ixed term ontrat. You an hange your energy supplier at any time ut you may have to pay any outstanding alane for the energy you have used and/or any outstanding Green Deal harges (where appliale) efore you an swith. Exit fees Some of our non-standard produts may have an early exit fee (if this applies to your produt the fee will e set out in the assoiated Tarif Guide). If you swith in response to a prie inrease or any other hange to the terms of your ontrat that is to your disadvantage, or a notie of the end of the ixed term period of your ontrat, you would not have to pay an exit fee. Seurity Deposits We may need to ask you to pay a seurity deposit in ertain irumstanes efore or during our supply of eletriity or gas (or oth) to you. We an inlude any Green Deal harges in our alulations of any seurity deposit we may ask you to pay. Supplemental terms and onditions will apply to any seurity deposit we ask for. These will e provided to you when we ask for the deposit. 6

7 Phone alls: We may monitor and/or reord alls for seurity, quality or training purposes. Calling us on an 0800 numer should e free from all moiles and generally free from all landlines. Calling us on a 0330 numer will ost you no more than 01 or 02 numers from landlines or moiles. If you get inlusive minutes with your pakage, alls to a 0330 numer will e part of these. npower is a registered trademark and trading name of Npower Limited (Registered No ), Npower Gas Limited (Registered No ), Npower Northern Limited (Registered No ) who also at as an agent for Npower Northern Supply Limited (Registered No ) for the supply of eletriity, Npower Yorkshire Limited (Registered No ) who also at as an agent for Npower Yorkshire Supply Limited (Registered No ) for the supply of eletriity. Registered in England and Wales.Registered offie Windmill Hill Business Park, Whitehill Way, Swindon SN5 6PB. npm14821/mm20869/jn89/

8 Standard terms for supplying eletriity and gas to domesti ustomers May 2018

9 Glossary agents and servie providers Agents provide servies on our ehalf. Servie providers provide servies to us. domesti ustomer Someone taking gas or eletriity (or oth) totally or mainly for home use not a usiness premises (it an inlude an organisation using energy in a residential property, e.g. a landlord using energy to provide frostprotetion in a vaant property). energy omudsman (also known as omudsman servies: energy) An independent organisation that deals with ustomer omplaints aout energy supply. gas transporter A ompany who transports gas around the gas network. green deal harges The osts of the green deal plan roken down into a daily harge whih are set y the green deal provider and olleted y us. green deal plan A plan set up for the installation of energy efiieny measures or improvements made (or to e made) to a property y a green deal provider where the osts of suh energy efiieny measures or improvements will e reovered y the green deal provider in the form of green deal harges. green deal provider The party responsile for providing or installing the energy efiieny measures or improvements to a property under a green deal plan. liaility What you and we are responsile for in law. loal network operator or network operator The ompany whih operates the loal distriution network through whih your eletriity or gas is supplied. Master Registration Agreement The agreement of that name required to e maintained pursuant to the eletriity distriution liene onditions, whih sets out the hange of supply proess and meter point registration. meter The devie itted to reord the energy you use. It also inludes any assoiated equipment. Network Code The legal and ontratual framework to supply and transport gas or eletriity (as appropriate to the relevant ode) whih governs proesses, suh as the alaning of the system, network planning, and the alloation of network apaity through whih energy is transported. non-standard produt A produt we supply whih has extra terms that apply along with these standard terms of supply (this may depend on the tarif that applies). npower group ompany The urrent npower group inludes the following ompanies. innogy SE Npower Group pl (ompany numer ) Npower Commerial Gas Limited (ompany numer ) Npower Diret Limited (ompany numer ) Npower Limited (ompany numer ) Npower Gas Limited (ompany numer ) Npower Northern Limited (ompany numer ) Npower Northern Supply Limited (ompany numer ). Npower Yorkshire Limited (ompany numer ) Npower Yorkshire Supply Limited (ompany numer ) PS Energy UK Limited (ompany numer ) The address of innogy SE is Opernplatz 1, Essen, Germany. The address of the other ompanies in the npower group is Windmill Hill Business Park, Whitehill Way, Swindon SN5 6PB. Ofgem The Ofie of Gas and Eletriity Markets they regulate Britain s gas and eletriity industries. prepayment devie A devie that is used to top up a prepayment meter with redit whih, for example, may e a ard or a key. smart energy display (SED) or in home display (IHD) An in home energy usage monitor provided as part of the smart meter installation, for use only at that property, whih wirelessly onnets to your smart meter(s). It shows you how muh energy you re using in near real time as well as how muh it osts (for more information aout your SED go to npower.om/knowmore). smart meter A meter (whih may inlude an assoiated smart energy display, ommuniations hu and anillary equipment) that reords the amount of energy you use and an send this information to us remotely (removing the need for a meter reader to visit), as well as reeiving information sent from us to the meter. Smart Meter Installation Code of Pratie The ode of pratie of that name whih governs the installation of smart meters for more information aout this ode see npower.om/smiop/ SMS (short message servie) This is a text messaging servie whih allows ixed line or moile phone devies to exhange short text messages. suontrator A person or ompany who arries out work for us. tarif The rate or rates for eah unit (kilowatt-hour or kwh) of eletriity or gas (or oth) that you use under this agreement (inluding any daily standing harge) plus any other harges. we, us, our npower, whih is the ompany that supplies eletriity or gas (or oth) to your home see Who supplies your gas or eletriity (or oth). working day Any day other than a Saturday, a Sunday, Christmas Day, Good Friday or a ank holiday. You, your The person, or organisation taking the supply of gas or eletriity (or oth). 9

10 Aout these terms These terms over separate agreements. Part A ontains the terms of your agreement with us to supply gas or eletriity or oth. Part B is a standard agreement etween you and the loal network operator who distriutes eletriity for us to supply to you. These agreements only apply if your home or property is onneted to the mains (loal network) supplying eletriity or gas. If it is not, you must make separate arrangements with the loal network operator for that onnetion. Part A Aout this agreement 1. Standard agreement with npower for supplying gas or eletriity (or oth) a These are the standard terms of our agreement with you. You may have agreed to extra non-standard produt terms depending on the tarif whih applies. We have designed these standard terms and pries for single, domesti premises with an individual meter. By entering into this agreement, you agree that you are a domesti ustomer. If you stop eing a domesti ustomer and eome a usiness ustomer instead, you agree to let us know within seven days of the hange taking plae. This will allow us to arrange for your supply to e transferred over to our standard usiness terms or to a new supplier. This agreement is ased on the information you have given to us, either diretly or through an agent. If: we annot hek any important information aout you or your meter or the information availale is not up to date, or the information you have provided is signiiantly inaurate, false or misleading, or we annot supply a ustomer with your type of meter or metering arrangements, or your meter or metering arrangements or the smart data onsent level you have seleted (eing monthly, daily or half hourly see our separate fair proessing notie doument referred to as Using your personal information our fair proessing (privay) notie for more details of smart onsent) are not suitale for the tarif or payment option you have hosen; we an hoose not to go ahead with our agreement with you whih means we may terminate it and where possile we will ofer you diferent terms to relet your supply irumstanes and/or ofer you a diferent payment option. We will write/ontat you to ofer you any suh alternative. We may ask you to hange your meter or metering arrangements efore we an supply you if that is neessary to enale us to do so and we have no right to make those hanges for you. You will need to arrange for this to happen (at your own ost) efore we an egin supply.. If you have seleted our standard tarif during the hange of supplier proess and we provide you with inorret pries in error we an hoose not to go ahead with our agreement with you whih means we may terminate it and we will ofer you the orret pries. If you reeive suh a notiiation from us then you will either e given the option to aept the revised terms and ontinue with your registration with us (if we spot the error in time) or where you have already transferred over to us we will notify you of the orret pries and the terms of lause 6 will apply. Where you are already a ustomer and you selet our standard tarif and we provide you with inorret pries in error we will notify you of the orret pries and the terms of lause 6 will apply. In this lause referenes to we may (as appliale) also inlude any person ating on our ehalf. 10 d We an refuse to supply premises under these standard terms if they are split up into more than one home whether or not eah home has an individual meter. 2. Who supplies your gas or eletriity (or oth) npower is our trading name and we supply gas or eletriity (or oth) to you. The full name of the npower ompany that supplies you will e shown on the front of your agreement (if in written form) or in the orrespondene sent to you to onirm your agreement with us (for example, if you have entered into an agreement with us over the phone or online). You may reeive your gas or eletriity ill (or oth) from any npower group ompany. Any npower group ompany may ask for or ollet payment from you for any other npower group ompany. If we supply oth your gas and eletriity, we do so under separate agreements, although you may reeive a omined ill (whih will show your gas and eletriity harges separately). 3. When this agreement starts a Eah separate agreement for gas or eletriity runs from the date that you: signed it; aepted it on the phone; or sent in an online appliation (either diret or through an online agent). If none of these apply to you, the agreements start when you start taking the supply (this is known as a deemed ontrat whih will ontinue to apply until we or another supplier egins to supply you under an agreement that you have signed, aepted on the phone or aepted online). If we are taking over from another supplier, we must omplete the transfer within: i 21 days of the date you entered into an agreement with us (for example, if that date is the 6th of the month then we must omplete the transfer either on or efore the 27th of that month); or ii where a anellation period applies (see lause 4 for more details), whih annot e longer than 14 days, within 21 days of the earlier of: the date on whih the anellation period ends (so you must e transferred either on or efore day 35 for example, if that date is the 6th of August then we must omplete the transfer either on or efore the 10th of Septemer); or the date we mutually agree that the transfer may proeed during the anellation period (for example, if that date is day 6 of the anellation period then we must omplete the transfer either on or efore day 27); However, we do not have to omplete your transfer within the period set out aove if: i you ask for the transfer to take plae at a later date; ii you withdraw your request to transfer your supply y telling us that you no longer want to hange supplier; iii your old supplier has ojeted to the transfer; iv after taking all reasonale steps, we still do not have all the information we need from you to omplete the transfer, and that information is not readily availale from another soure; or v after taking all reasonale steps, we are prevented from ompleting the transfer due to any other reason whih is eyond our ontrol.

11 d e If the transfer has een delayed for one of the reasons set out at () iii, () iv or () v aove, one that reason no longer applies we will omplete the transfer as soon as we reasonaly an, and at the latest within 21 days of the date that the reason for the delay no longer applied (unless you no longer want to ontinue with the transfer). You agree to your old supplier: giving us all your relevant details to help with your transfer; and transferring to us the right to ollet any det you owe to that supplier and passing over all relevant aount information. 4. Changing your mind You an anel this agreement within 14 days (eing the anellation period) from the date you signed it, aepted it on the phone or made your appliation online (where the irst day of that 14 day period is the day after the date you signed your agreement, aepted it on the phone or made your appliation online) or within 7 days of the date you reeive your welome letter whihever is the later. To anel, simply write to us with your agreement numer, saying you want to anel. Address this to: npower, PO Box 177, Houghton-le-Spring, DH4 9AQ. or, you an us at ustomer.aquisitions@npower.om or phone us on (generally free from most landlines and should e free from a moile) or (will ost you no more than 01 or 02 numers and are inluded in most inlusive minutes from moiles). You may also use the anellation form left with you if you signed in person or the form whih is availale on npower.om (in our setion How do I anel my eletriity/gas ontrat? ). Charges 5. Our harges and where to ind them You agree to pay our harges ased on the tarif whih applies. You an ind details of our harges and how we work out our harges in any 12-month period on your ill/statement, in our tarif literature, on npower.om/tarif or y alling ustomer servies on (generally free from most landlines and should e free from a moile) or (will ost you no more than 01 or 02 numers and are inluded in most inlusive minutes from moiles). We will add VAT at the appropriate rate to our harges if this applies. 6. Changes to our harges or the terms of this agreement a We may hange our pries, hange or remove eneits, hange the way we harge for gas and eletriity or hange these terms and onditions. If we inrease our pries or make any other hange to the terms of this agreement whih disadvantages you, we will tell you aout the hanges at least 30 days efore they egin to apply. If you do not aept the hanges, you may end this agreement and hange supplier. The hanges we make will not apply to you as long as: no later than 20 working days after (ut not inluding) the date on whih the inrease in the pries or any other unilateral hange to the terms of this agreement takes efet we have reeived notiiation under the Master Registration Agreement (for eletriity) or the Network Code (for gas) or oth that another supplier will egin to supply your home within a reasonale period of time and the supplier does so; or you have entered into a new agreement with us whih omes into efet no later than 20 working days after (ut not inluding) the date on whih the prie hange or any other unilateral hange to the terms of this agreement takes efet. 11 If you owe us money and we ojet to you transferring your supply to another supplier, if you still want to leave us you must pay us any money you owe within 30 working days of us telling you that we ojet to the transfer. If you don t pay the money you owe within 30 working days, the hanges we told you aout will apply. As well as paying this money, you should also get in touh with your new supplier to make sure that they will register you as their ustomer within the 30-working-day period. When we hange pries, we ll either estimate the meter reading on the date the prie hange takes plae or, if you have a funtional smart meter and we are ale to do so, take an remote read at the relevant time. We ll use these reading to work out your harges at the old pries up to the date we hange the prie (unless you give us an atual meter reading on that date or we have een ale to take one remotely, in whih ase we will use that to work out your harges). We will then use the new pries from that date. 7. How any Beneits, Disounts and/or Bundles will e applied to the pries you pay a If we ofer a eneit on your tarif for paying for energy supplied y Diret Deit, that eneit may e applied automatially through either: i a lower daily standing harge, and/or ii a lower unit rate, than we harge other redit ustomers on the same tarif who pay y other means. If you agree to pay your energy harges y Diret Deit ut that arrangement fails to operate or you don t omply with your oligations relating to the payment method, for example, if you anel your Diret Deit or your Diret Deit fails, we may transfer you to the non-diret Deit version of your tarif (whih may not have the same eneiial rates or harges as applied to the original version of your tarif) and will give you notie of any hange to the terms of this agreement. If your tarif does not have a non-diret Deit version we will transfer you to the non-diret Deit version of our standard tarif. In either of these ases your monthly payments may not e enough to pay for your usage and then there may e an outstanding alane due for payment immediately. Other If we ofer disounts and/or undles, for example, a undled disount (where another produt or servie is provided as part of the gas or eletriity agreement) we will speify the onditions relating to that disount and/or undle in the supplementary terms and onditions appliale to that non-standard produt. d e f If you have a dual fuel aount with us: you will reeive omined gas and eletriity ills (rather than reeiving separate ills for eah fuel); and you must make omined gas and eletriity payments (rather than paying for eah fuel separately). Any omined ill will show the harges for gas and eletriity separately. If you move to a house supplied y npower, you may not e ale to transfer your tarif and/or any assoiated eneits. You should hek the details of your ofer and any extra terms and onditions that apply. You an ind details of our tarifs on npower. om/disounts or y alling ustomer servies on (generally free from most landlines and should e free from a moile) or (will ost you no more than 01 or 02 numers and are inluded in most inlusive minutes from moiles).

12 8. Meter readings a Unless you have a funtioning smart meter that an provide us with your meter readings remotely, you must give us meter readings at least every six months. This will help us to make sure your ills are as aurate as possile. We may ask you to provide more frequent meter readings depending on your method of payment. d e f When we produe your ill or statement, we will, if possile, use a meter reading that we (either via a metering agent or remotely if you have a smart meter) or you have taken (this is an atual meter reading ). If no atual meter reading is availale, we will produe a reasonale estimate of usage at your property. You agree to pay the estimated amount or give us an atual meter reading. We will send a new ill ased on this reading (unless you agree otherwise) or, if no ill is due at that time, we will use this when we work out your next ill (unless a further atual meter reading is provided). If you take oth gas and eletriity from us, and you do not have a funtional smart meter and want to update your energy usage, you must give us oth meter readings, even if only your gas or your eletriity usage has een estimated. If we do not reeive meter readings for oth fuels, the fuel without an atual meter reading will e estimated when we next send you a ill. When we reeive an atual meter reading from you or a meter reader whih shows us that any previously estimated meter readings we used to prepare your ills may have een over or underestimated, we may anel and replae the relevant ills. If we do this, we will use the atual meter reading and the typial energy usage of gas and eletriity (whihever is appropriate) for the relevant time of year to prepare a more aurate estimated meter reading for the earlier ills. If any prie hange has taken plae in the meantime, we will use the relevant pries efore and after the prie hange when working out the new ill. This will e ased on our revised reasonale estimate of the meter reading at the date of that hange, unless you provide us with your own meter reading at the date of that hange. If your home shares an unmetered supply of gas or eletriity (or oth) with other premises (for example, eletriity used in shared parts of a uilding divided into lats), we may estimate the amount of gas or eletriity (or oth) used and harge you an appropriate share. If, in our reasonale opinion, the meter reading you provide is not aurate, we will not use it, ut we will try to ontat you to get a new meter reading to use instead. If, for any reason, your meter does not register any gas or eletriity used, you agree to pay the amount that we reasonaly estimate you have used. 9. Other harges we may make a We may harge to reover any reasonale osts of olleting payments from you. These may inlude the following. i Costs we pay to reover money you owe us, whih may inlude osts of visiting your home (unless the reason for the visit is eyond your reasonale ontrol). ii Administration osts involved in olleting your det (inluding the ost of any phone alls made to you y us or our agents). iii Costs of applying for and getting a warrant of entry and arrying it out. iv Costs of traing you if you have moved and not given us a forwarding address. v Green deal harges for energy efiieny measures or improvements that you, or a previous oupant of your property, have made in your home Costs to do with unaepted payments a We may also harge to reover any reasonale osts we have to pay if: we have to return a heque to you, or a Diret Deit payment is rejeted eause there is not enough money in your aount; or you send us a post-dated heque (that is, a heque with a future date written on it) or if we have to pay osts to give you opies of heques and ills. 11. Costs to do with your meter (whether it is a redit meter or a prepayment meter) a We will harge to reover any reasonale osts of the following. i Moving your meter, unless you are of pensionale age, hronially sik or have an impairment, disaility or long term medial ondition (inluding ut not limited to a visual, auditory or moility impairment) or any other harateristi we identify as eing relevant (see elow Aout your meter ). ii Repairing or replaing a damaged meter or meter seals, if the damage is your fault. iii Disonneting or reonneting the supply if you ask us to. iv Carrying out a meter auray test if you ask for this and we do not ind a fault with the meter (whih may inlude the osts of any visits to your home where we do not ind a fault with the meter). v Getting a warrant to enter your home if you refuse to let us in, and reasonale osts related to entering your home with the warrant. vi Dealing with something you do that reaks the terms of this agreement. Changing your meter if you ask us to in other irumstanes than the ones set out in lause 11(a) aove is typially free of harge (and will always e free if you are of pensionale age, hronially sik or have an impairment, disaility or long term medial ondition (inluding ut not limited to a visual, auditory or moility impairment) or any other harateristi we identify as eing relevant and annot use your existing meter) ut we reserve the right to harge you if you request more than two single or two dual fuel meter exhanges within a 12 month period of the original exhange (and your irumstanes haven t hanged) or lause 12 (a)(iii) elow applies. If you have a restrited metering arrangement and either you ask us, or we ask you and you agree, to hange your meters to standard meters (e that traditional redit meters or prepayment meters or Smart versions of the same), we will not harge you for hanging your meters. However, should any re-wiring et. e required as part of the meter exhange you will need to arry this out at your own ost. Aess to a single rate tarif will not e dependent on you agreeing to hange your meter(s) from a restrited metering arrangement to a non-restrited metering arrangement. One the meters are hanged we will not hange them ak to your original restrited metering arrangement. 12. Costs to do with your prepayment meter a We may also harge to reover the reasonale osts of the following. i Replaing a prepayment devie and the reasonale osts of getting it to you. ii Visits to your premises y our agents if you have ontated us to tell us that you have run out of redit due to a fault with your prepayment meter or prepayment devie (or oth) if we annot ind a fault and the visit results in redit eing added to your prepayment meter y our agents.

13 Payment iii Fitting a prepayment meter to avoid utting you of or as a fraud prevention measure (we may deide not to enfore these harges depending on your irumstanes). iv Changing a prepayment meter to a redit meter or a redit meter to a prepayment meter where the reservation in lause 11() applies. v Our agents visiting your premises if you have not taken reasonale are of the meter, and the reasonale osts of repairing or replaing the meter. In the event that we are unale to support your smart funtionality we will not harge you for replaing a smart prepayment meter with a traditional prepayment meter where you are swithing to us from another supplier. 13. When payment is due a Payment is due when we ill you ut we will give you a reasonale amount of time to pay. You must pay the amount shown on your ill in full on or efore that date unless we have agreed a diferent payment arrangement with you. One a demand for payment has een made (i.e. you have een illed) if that ill remains unpaid for a period of at least 28 days, we have the right to ojet to you transferring to another supplier until you have paid your aount in full. If there is a genuine dispute aout any amount, you must pay the amount you agree you owe. When we have settled the matter, we will adjust the ill as appropriate. If you are entering into this agreement together with other people (suh as your partner), you are eah responsile for paying all amounts until they are paid in full. If you owe us money (inluding in relation to another property where we have supplied you) we will use any payments you make to pay of the oldest det irst. We will not aept payment other than y our speiied payment methods and any heques sent in payment of a ill must e aepted y the UK anking industry and an only e onsidered as settlement for any monies owed to us one leared y our ank. If you fail to pay your ill or we elieve that you are at risk of failing to make the payments that are due to us, we will assess your aility to pay and where appropriate we may hange the frequeny at whih you reeive your ills. We will notify you efore we make this hange. Bakilling d When we issue a ill we an only seek to reover harges for the eletriity or gas (or oth) used in the last 12 months, unless: the ill was sent prior to 1st May 2018, or we have previously issued a ompliant ill and we are seeking payment for previously illed harges, or you ehave in an ostrutive or manifestly unreasonale way (for example you do not allow us aess to your meter(s) to read them without good reason or you are ehaving unlawfully y stealing eletriity or gas or, where you own your meter you fail to keep it in proper working order), or any other irumstanes speiied y Ofgem. 14. Instalment plan and payment sheme a If you annot pay your ill, we may ofer you an instalment plan instead of itting a prepayment meter. This plan will spread the money you owe us over a period of time and at a rate that should e afordale for you. It is a ondition of the instalment plan that you also agree a payment sheme to pay for your energy use. You an pay of the full amount you owe at any time efore the instalment plan ends. 13 While you still owe us money under your instalment plan, you may not e ale to hange supplier. If you move home, you will have to pay us the full amount you still owe under the instalment plan, unless you ask us to transfer the amount over to your new address and you ontinue to take your supply from us. We will set up a new payment sheme and instalment plan for your new address. If you fail to make any payment due under the instalment plan, the plan will automatially end and we may install a prepayment meter or hange the operating mode to prepayment if you have a smart meter to help you pay for the energy you use and reover any money you still owe us. 15. Refunding money we owe you We may keep any money we owe you, and use any payments you make or any seurity deposit you have paid, to redue any det you owe us or any of our other group ompanies. We may do this if the det is to do with supplying gas or eletriity (or oth) or the terms of your agreement. This will inlude any speial terms you have agreed to. The amount we keep will not e more than the amount you owe us. 16. Asking for a deposit a We may ask you to pay a reasonale amount upfront a deposit as seurity against payment for your gas or eletriity (or oth). We may do this to protet us against likely loss in the event that you reak the terms of this agreement. We will not ask for a deposit if you hoose to pay for your gas or eletriity (or oth) through a prepayment meter and it is safe and reasonaly possile for you to use a prepayment meter. We will only ask for a deposit if it is reasonale for us to do so in the irumstanes. If we ask you for a deposit and you do not pay it, we may e entitled to: refuse to supply gas or eletriity (or oth) to you; or ut of your gas or eletriity (or oth) until you pay the deposit (plus any reasonale osts we have as a result of utting of and reonneting your supply). Supplemental terms and onditions will apply to any seurity deposit we ask for. These will e provided to you when we ask for the deposit or are availale at npower.om/terms or you an request a opy y alling (generally free from most landlines and should e free from a moile) or (will ost you no more than 01 or 02 numers and are inluded in most inlusive minutes from moiles). Aout your meter 17. Damage to the meter (whih for a smart meter also inludes the SED, ommuniations hu and any anillary equipment) a You must take reasonale are to make sure that the meter is not interfered with or damaged. If you notie any damage to your meter, or if you suspet that someone has interfered with your meter, you must tell us as soon as possile. 18. Position of the meter Our meter readers must have easy aess to read your meter. The meter must also e in a safe, seure and weatherproof position. If it is not, or is not easy to get at, you must provide a suitale position and allow us to move the meter. You agree to pay our reasonale osts for moving the meter unless the unsuitale position was our fault or you are of pensionale age, hronially sik or have an impairment, disaility or long term medial ondition (inluding ut not limited to a visual, auditory or moility impairment) or any other harateristi we identify as eing relevant.

14 19. Aess to your meter You will need to give us reasonale aess to read, install, test, inspet, repair, remove or replae your meter when neessary. If we are unale to do so remotely we may also need aess to onvert your meter (if it is a smart meter) from a redit setting to a prepayment setting (or vie versa), or to ut of or reonnet your supply. 20. Prepayment meters a You may ask us for a prepayment meter. We will install one for you if we reasonaly an or, if you have a type of meter we an onvert from a redit setting to a prepayment setting (either remotely y using the wireless network or y inserting a prepayment devie into the meter), we may do that instead. Please rememer that a prepayment meter may e more expensive than other ways to pay for energy. d e f We may ask you to pay for your gas or eletriity (or oth) through a prepayment meter on our prepayment terms. We may do this if: our redit heks indiate this is the most appropriate payment method for you; a prepayment meter is already installed; we have reason to elieve that someone has tampered with an existing meter; or you owe us money and y installing a prepayment meter we an avoid utting of your gas or eletriity (or oth). If you have a prepayment meter itted (or, if you have a smart meter, where the operating mode is hanged to prepayment) then you will e provided with some supplemental terms and onditions either y us or y an agent ating on our ehalf who provides you with the key/ard for you to add redit to your meter whih, for example, will explain: how redit an e added to your prepayment meter, your meter displays, et. If you have got into det and you are paying of the money you owe us through a prepayment meter you must make the weekly repayments we have agreed with you to make sure you pay ak the money you owe us. You will need to add more redit to your meter over and aove the repayment we have agreed with you to pay for your ongoing energy use. If you fail to keep up with the repayments we have agreed with you (for example you fail to top up your meter with redit) we will review your aility to pay and we may, where appropriate: ask you to repay the total amount you owe us straight away, or inrease the weekly rate at whih you are paying of the det (we will tell you aout this efore we do so), or seek to reover that det y an alternative means (for example we may agree another payment method with you), or take ation against you through the ourts to reover the det. A prepayment meter may e exhanged for a redit meter (or onverted from prepayment to redit mode if a smart meter has een installed and the funtionality is availale) upon your request provided you demonstrate a good redit or payment history. We usually ask for any outstanding det to have een paid efore the exhange takes plae and that you have omplied with any additional terms and onditions we may have notiied you aout (for example, you may need to demonstrate 6 to 12 months good payment history). A seurity deposit or some other form of seurity may e required efore we arry out suh an exhange. Meter exhanges are 14 usually free of harge ut are sujet to our fair and reasonale request poliy as set out in lause 11(). 21. Smart meters (whih inludes the SED, ommuniations hu and any anillary equipment) a If you agree to have a smart meter installed, we or our agent will ontat you to arrange a onvenient appointment for the installation to take plae. If we or our agent are not let into your property for the appointment we have agreed with you to install the smart meter, we may harge you the osts of that visit, unless you gave us at least 48 hours notie that the agreed time was no longer onvenient. When we or our agent installs your smart meter we will follow the Smart Meter Installation Code of Pratie. A opy of the Code an e found on our wesite at npower.om/smiop/ d e The smart meter and the smart energy display that we or our agents have provided free of harge or y way of a replaement will e owned y us at all times. If you move house you must leave the smart energy (in home) display in the property unless it is a display unit that you have purhased for your own use in whih ase you may remove it from the premises. If you had a smart meter installed y your previous supplier we will treat it as a traditional redit meter until suh time as we notify you that we are ale to utilise its smart funtionality. If the smart meter is operating in prepayment mode and either we require you to or you wish to ontinue on a prepayment tarif then we will, sujet to lause 12(), replae your smart prepayment meter with a traditional prepayment meter until suh time as the appropriate smart funtionality is availale to us and we are ale to arrange for your meters to e hanged ak to smart meters set in prepayment mode. One the smart funtionality is availale, if you have a smart prepayment meter and transfer supply over to us your old supplier will onvert your smart prepayment meter to a smart meter set in redit mode to ensure that you ontinue to e supplied during the hange of supply proess. We will do the same if you deide to transfer supply over to a diferent supplier as part of the hange of supply proess and one that has ourred, your new supplier should e in touh to let you know the next steps. When we take over your energy supply we will hange the smart meter ak to eing a smart prepayment (where either we require you to do so or you wish to ontinue on a prepayment tarif). However if there are any ommuniation issues with your smart meter(s) we may have to leave your meter(s) set up in redit mode. If this ours we will review what steps we may need to take to reover any det arued whilst the meter(s) remains in redit mode. One a smart meter is installed and the smart funtionality is availale for us to use (whih we will notify you aout) we will e ale to take meter readings, diagnose any tehnial prolems (as we will reeive various alerts from the meter that will let us know if something is wrong inluding if your meter has een tampered with in some way), update your meter and monitor your energy use (to the level we are allowed to or you onsent to), without visiting your property. We will use those readings to work out the ills that we send you. We an also, without visiting your home: swith your smart redit meter to work as a smart prepayment meter; or swith your smart prepayment meter to work as a smart redit meter; or disonnet your supply (ut only if the irumstanes set out in lause 29 apply); if we have the right to do these things under the terms of this agreement or y law.

15 f One a smart meter has een installed and the smart funtionality is availale for us to use, your ills will e ased on the meter readings we take from your smart meter. In some irumstanes we may still have to estimate some of your ills if your smart meter has failed or the ommuniations to the smart meter have failed. We may also need to send an agent to take meter readings if a failure ours or if there is an issue with your meter. We will still need an agent to visit from time to time to arry out an inspetion of your smart meter in line with our legal and regulatory oligations (see lause 19 for details of the aess required to your meter). 22. Who owns your meter and any related equipment? a Unless you have hosen to it your own meter and any related metering equipment (whih must meet ertain standards and e itted in aordane with industry proedures otherwise it may e removed y us or our agent) in whih ase you own the meter, a servie provider (suh as a metering agent or the network operator) owns your meter and any related equipment supplied with it (suh as a display unit supplied with a smart meter), even when it is installed at your property. If they transfer your meter to another servie provider, you agree that oth you and the new servie provider will ontinue to have the same rights and oligations as efore. Generally you will e responsile for all the pipes, wiring and equipment on your side of the property eyond the meter installed at your premises and we are not responsile for those nor for their safety. Exeptionally there may e equipment eyond the meter whih you are not responsile for. You are also responsile for the meter housing inluding any external meter oxes (inluding the doors and overs). Ending this agreement 23. Moving home and your responsiility for the energy harges a You may end this agreement at any time. If you are moving home you must ensure you omply with (i) and (ii) elow: i You must give us at least two working days notie efore you move home. You must also give us details of your new address and your inal meter readings so that we an send you your inal ill. If you have given us the orret notie, your agreement with us will end on the date you move out of the property. If you fail to give us the orret notie, your agreement will end either: two working days after you tell us that you have moved; or when someone else takes over the supply; whihever is irst. ii Until your agreement ends, you will still e responsile for paying for any gas or eletriity (or oth) used at your old home. This means if you delay in telling us aout your move, you may have to pay for any energy used during the period when noody else was registered as taking the supply. If you do not give us your new address and we have to pay osts to trae you, we may add these osts to your inal ill. 24. Your right to end this agreement a Your agreement with us will end if and when: you hange supplier and the new supplier starts to supply your home; we start to supply you under a new agreement; we lose our liene to supply gas or eletriity (or oth); we end this agreement as desried elow; or the supply is ut of eause it is no longer needed. 15 Until then, this agreement will ontinue to apply and you must pay for all gas or eletriity (or oth) used up until it ends. You may end your agreement with us at any time as desried aove under Ending this agreement and elow in transferring to a new supplier. 25. Transferring to a new supplier a You may transfer to a new supplier at any time sujet to the following: i If you want to transfer to a new supplier, we an prevent the transfer if: you tell us that you have not entered into an agreement with another supplier and you want us to prevent the transfer; you owe us money; your proposed new supplier agrees that the transfer was a mistake; or your proposed new supplier does not apply to transfer all the related eletriity meters at the premises on the same day. ii We will take all reasonale steps to send you your inal ill within six weeks of the transfer to your new supplier eing ompleted. If we reeive further information that allows us to orret a mistake in your inal ill, we will send you a orreted inal ill as soon as possile after we reeive the further information. iii There is no harge for transferring to a new supplier, and we will do everything reasonaly possile to help with the transfer. You may have to pay an exit fee if it applies to your partiular non-standard produt. 26. Our right to end this agreement a We may end this agreement y giving you 28 days notie in writing. We may end the agreement immediately in the following irumstanes. i If you have failed to pay for your gas or eletriity (or oth), annot pay your dets, or have failed a redit hek, and: you have refused our ofer of letting you pay in instalments or through having a prepayment meter itted; or it is not reasonaly possile for us to it a prepayment meter. We may also give you the opportunity (where possile) to pay diretly from any state eneits you reeive. ii If you reak the terms of this agreement in any other way whih would reasonaly e onsidered to e serious (for example, you tamper with your meter). iii If we lose our liene to supply gas or eletriity (if this applies). 27. Transferring your details and where appliale a det to a new supplier a We may give your new supplier any relevant details to help with the transfer. If you owe us money, we may ojet to your transfer. Alternatively, we may agree with your new supplier to transfer the det (if it is elow a pre-set industry value) to your new supplier for them to ollet. Provided you do not ojet, we will give them full details of the amount you owe and provide any information that is required to enale the transfer of the det to proeed. If you do ojet to this information eing provided we will not e ale to ontinue with the transfer. Ofgem an withdraw our supply liene in ertain irumstanes. To make sure you do not lose supply, Ofgem may give a last resort supply diretion to another supplier to take over the supply from us. If this happens, your agreement with us would end on the date the Ofgem diretion took efet.