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/The legal stuff/2 Year Fixed Green Tariff V24.1 Principal Terms

The legal stuff

The legal stuff

2 Year Fixed Green Tariff V24.1 Principal Terms

2 Year Fixed Green Tariff V24.1

Principal Terms
V24.1 January 2024

The Principal Terms are a summary of the key points within your contract; however, these are not a substitute for the full Terms and Conditions. We recommend that you read both documents. A fixed contract is an agreed contract between you and us for a set time period.

Contract Terms

• The contract has fixed charges for 2 years (24 months) from the day you enter into the contract or your supply start date whichever is the sooner.

• After the end of your tariff, unless you choose a further fixed tariff, you will be moved on to our cheapest variable green price tariff; this tariff has variable pricing and isn’t for a fixed term.

• We will contact you before the end of the contract to advise you of your new rates.

Our charges

• We may end this contract or amend or move your remaining supply to our Green Variable tariff in the following circumstances:

  1. The change is not disadvantageous to you.

  2. You have provided information that is incomplete or incorrect.

  3. We have installed a prepayment meter due to your request or for non-payment.

  4. Update of Government taxes including increases and decreases in VAT payable.

• Your fixed tariff with us is continuous for the duration of one year, which means it will only end when you switch to another supplier, if we choose to end it, or if you agree a new contract with us, or under a supplier of last resort action.

• The charges for the supply of your gas/electricity are detailed in your welcome letter. You can also sign up to our customer portal, where the details are available.

• The standing charge and rates are fixed for the duration of the contract, Government charges may change, and we will notify you if this affects how much you pay.

• Where you end your contract more than 49 days before the contract end date or change to another Ecotricity tariff you will be subject to a £150 exit fee per fuel.

Credit Checking

• We will use your information to conduct a credit check for this tariff, the result will remain on your credit file.

• On some occasions we may require a security deposit as a condition of Ecotricity supplying you.

• This tariff is only available for credit meters.

Billing and payments

• You will receive your bills monthly.

• Monthly Direct Debit: Your Direct Debit will be set as a monthly amount, which is assessed in line with your consumption. This will be reviewed quarterly to ensure you pay the right amount and you have a zero balance on your annual review. The Direct Debit will be collected on the agreed date as per the welcome pack. • Variable Direct Debit: Ecotricity will take the full amount of the Gas/Electricity bill 10 days after the bill was generated.

• Payment on receipt of bill: You will be expected to pay the full amount on the bill within 14 days of the date on the bill. This can be done by cash, cheques, Bacs, debit card online through your customer portal, the automated payment line or by calling up.

• You may choose to receive your bills in paper or electronic form, this includes accessing your bills online, where we have your details and agreement through your online account. To change your billing preferences please contact us [online or by phone].

Smart Meters

• For some smart meters, we may not be able to communicate with your meter initially. For these meters we’ll request monthly meter readings until we are able to enable communications.

• Where we are communicating with your meter, we will take half hourly reads.

Moving Home

• Where you’ve moved into a property that’s already supplied by Ecotricity please contact our customer service team and provide your details and an up-to-date meter reading. This allows us to set your account up as soon as possible.

• If you are moving home, please contact the customer service team at least two working days before the day you move where we will request a final meter reading and your forwarding address on the day you move out. Where you don’t contact us, you may remain responsible for any use in the property.

Leaving us

• Where you don’t have an outstanding balance, you are free to leave at any time, although if you are outside of the 49-day window you will be subject to the exit fee. The transfer should not take more than 5 working days.

Switching over from your current supplier

• Where you have applied for a dual fuel tariff and your current supplier objects to the transfer of one fuel and this cannot be resolved, we may choose to supply you with the other fuel only. You will lose associated discounts relating to the dual fuel tariff.

Cancellation Rights

• The contract can be cancelled within 14 days of the date you entered into it by contacting Ecotricity. Following this time, you will be subject to our exit fees.

Possible additional charges and discounts

• Please note that Ecotricity may charge you in relation to any additional costs incurred due to ancillary matters relating to your supply. There is a non-exhaustive list of examples of additional charges within our help and support guides.

Struggling to Pay

• If you’re having trouble in paying your energy bills, we’ll do everything reasonable to help, this could be through the setting up of a payment plan, directing you to appropriate debt charities or installing a Smart prepayment meter to manage your payments upfront.

• If you need help with an energy problem - for example with your bills or meters, or if you’re struggling to pay for the energy you use, Citizens Advice are the official source of free and independent energy advice and support. They will support and provide any independent advice required.

• Go to citizensadvice.org.uk/energy or call them on 03454 04 05 06 between 9am – 8pm, calls are charged at your normal rate or online on www.citizensadvice.org.uk/about-us/contact-us/contact-us/contact-us/. This service is confidential.

Complaints

• If you need to make a complaint, you should contact our Customer Services Team to enable us to resolve it. The team will do their best to resolve the complaint, however if you’re still unhappy with our response you can speak to our Customer Contact Specialist Team.

• Should you still remain unhappy with our resolution of the complaint, or if your complaint has not been resolved within 8 weeks of the date you told us about it, you could refer the matter to the Ombudsman Services: Energy on 0330 440 1624 or at ombudsman-services.org/sectors/energy. They are a free and independent service, and we are bound by their decision.

Supplier of Last Resort

• Should you be switched to us as a result of your previous supplier exiting the market, we will take reasonable steps to fulfil any agreement made with Ofgem, include honouring any credit balance held on your account with your previous supplier.

Please note that the above elements are provided as a limited guide only, please take the time to read the full Domestic Terms and Conditions along with your Supply Contract as this is a legally binding agreement.

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