Domestic Smart 1 Year Fixed Green Tariff Feb 25

I. the change is not disadvantage to you.

• Your fixed tariff with us is continuous, which means it will only end when you switch supplier, if we choose to end it, or if you agree a new contract with us, or where we are instructed to under a Supplier of Last resort action.

• When joining on this tariff, you will not be eligible for additional joining incentives such as vouchers and credit. Speak to our team about other available tariffs.

Our charges

• The charges for the supply of your gas/electricity are detailed in your Welcome Pack. 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.

• Standing charges will apply whether you actually use any energy or not.

• 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 £75 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 via the customer portal.

• This tariff is an online only tariff. Monthly bills and communications can be accessed via the customer portal.

• This tariff is only available to customers paying by Direct Debit, should the Direct Debit be cancelled, or payments fail, you may be moved onto our green variable tariff.

• 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.

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.

• Smart meter read preferences, opting in to submitting half hourly meter readings is required for this tariff, you may be moved onto our green variable tariff, if your preference for half hourly meter readings is changed. If you don’t currently have a smart meter installed, we will arrange an appointment for installation within the first 3 months of the tariff commencing.

• If a meter is not installed or is refused within3 months, and delays are not due to Ecotricity, the account will revert onto our green variable tariff and exit fees will be payable for the tariff change.

• We are responsible for your meter, and you must give us reasonable access to it, and must not damage or tamper with it.

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 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.

• Where you move house during your fixed term tariff, you won’t be subject to exit fees where you transfer the tariff to the new property. The tariff rates may change dependent on the location of the new 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.

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.

Cancellation Rights

• The contract can be cancelled within 14 days of the date you entered 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 include the setting up of a payment plan, directing you to appropriate debt charities or installing a Smart prepayment meter to help you 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 remain unhappy with our resolution of your complaint, or if your complaint has not been resolved within 8 weeks of the date you told us about it, you may 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, including honouring any credit balance held on your account with your previous supplier.

• Please note that the above summary is 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.