3.1 You are responsible for paying Symbio Energy Limited for your energy consumption until this Agreement ends or until you stop using the services provided by us, whichever is later.
3.2 Symbio Energy Limited will only offer paperless billing to reduce the cost of credit control. Credit control is an additional avoidable cost which increases energy prices to customers. It is also more sustainable for the environment by not printing on paper. However, should you request a paper bill every month, a charge of £5 per bill will be applicable and added to your monthly bill. Symbio Energy Limited will waive certain terms for vulnerable customers or customers who require financial assistance. Vulnerable, elderly customers are encouraged to call our customer services department and we will be happy to assist.
Customers wanting to use Symbio Energy Limited as a supplier will need to provide the following to qualify for Symbio Energy Limited tariffs.
• Valid e-mail address – customers must provide a valid e-mail address.
• Valid Phone number – customers must provide a valid UK phone number. A mobile number is preferred, and customers must allow Symbio Energy Limited to contact them via text about pertinent issues regarding the Agreement. Landlines are also acceptable.
•Valid Direct Debit Details and Authority – sometimes incorrect or invalid bank account details are provided. In some instances, an account number is provided which does not accept direct debits. This would be deemed as an invalid direct debit account.
• Valid MPAN number – The MPAN number is the unique electricity supply number for your property. Sometimes properties have more than one MPAN number or more than one meter. It is the responsibility of the customer to provide correct details or a copy of a previous bill with the correct MPAN number to Symbio Energy.
• Accurate estimates of property and its energy usage. These can be found on old bills or Symbio Energy Limited can assist in ascertaining these.
• Details of any other authorised person who may operate the account and their details. With system enhancements, Symbio Energy Limited may ask for passwords and specific information which provides confidential authority to operate the account. This is a security measure to stop unauthorised parties from accessing your energy account.
• Details of the landlord/owner or managing agent of the property if you are a tenant/occupier of the property
3.3 We will calculate the charges for your energy using:
3.3.1 Half hourly commercial customers have additional charges applied due to the amount of energy that is consumed, such as capacity charges. These will be transparent and detailed on the estimated quote provided before the switch.
3.3.2 Symbio Energy Limited will invoice the customer in advance based on the estimated annual energy consumption of the premises receiving the energy supply. The amount taken on the first direct debit will vary depending on when in the month, the switch to Symbio Energy Limited has occurred. We estimate your consumption as per the Estimated Annual Consumption and then upon receiving the meter reading, we reconcile it with the estimated units charged, the bill amount will be collected via direct debit. At the end of the Deemed Contract, the customer will be given a refund if Symbio Energy Limited is holding onto any credit balances or a final direct debit amount will be taken to settle any outstanding invoices.
3.3.3 Electricity consumption in winter is significantly higher than in summer. Therefore, payments in winter are based on winter estimates and summer bills will be in line with the summer usage.
3.3.4 In order to assist with the switch to Symbio Energy Limited tariffs, an opening meter read must be submitted by the customer.
3.3.5 If you have requested for a fixed amount to be collected each month, Symbio Energy Limited reserves the right to review the fixed amount paid every three months, in case we feel that the fixed amount paid is not in line with your usage, Symbio Energy Limited will increase the fixed direct debit amount to match your usage.
3.3.6 Symbio Energy Limited will endeavour to offer customers a suitable date for direct debits, if requested by the customer. In exceptional circumstances where there may be processes or system errors, Symbio Energy Limited will take reasonable steps to rectify any error but will not be liable for any damages directly or consequential loss.
3.4 Symbio Energy Limited reserves the right to cancel any switch to its tariffs before the effective switch date if any of the details of the terms in Clause 3.2 are not met. Customers who are unable to fulfill the criteria detailed in Clause 3.2 will be notified that the switch to Symbio Energy Limited tariff has been aborted. Customers will be given the opportunity to rectify the missing or incorrect information before the switch is aborted. Customers who are subject to an abortive switch will be given the opportunity to re-register for a Symbio Energy Limited tariff once all the qualification information is received and validated.
3.5 If you have a standard meter, you must either pay the amount shown on your bill via direct debit or the fixed monthly (seasonal) amount you have agreed to pay in advance. This is detailed in the tariff you have chosen.
3.6 If you have a prepayment meter, you must top-up your meter in advance in order to receive the supply, and we will deduct charges for the supply from the credit amount you hold.
3.7 We will add VAT to all our charges at the prevailing rate and this will be clearly marked on your energy bill.
3.8 If you ask us to test the accuracy of your meter, you must pay us an amount to cover the cost of the work being carried out. We will tell you what this amount is at the time, and we will provide a breakdown of the costs if you ask us for one. If the National Measurement Office decides that the meter is operating outside of the statutory limits, we will refund the payment to you.
3.9 If you are on a Deemed Contract, then you must pay your bills via Direct Debit. Symbio Energy Limited only offers Direct Debit Agreement to reduce costs, the benefits are then passed onto the customer. Exceptions are made for vulnerable or elderly customers.
3.10 If you have a prepayment meter installed or if you agree to have a prepayment meter installed, you will be placed on our prepayment meter energy plan and rates. However, we understand that prepayment meters are a matter of last resort and our prepayment rates will not penalize customers. They will be higher than our normal tariffs but only sufficiently higher to cover the additional costs of administration.
3.11 If you are under a Deemed Contract and you have a prepayment meter, or if you change to a prepayment meter for any reason while under an Agreement with us, you will automatically be placed onto our prepayment energy plan.
3.12 If you are having trouble paying your bill, you should contact us immediately to discuss ways to reduce your liability and the payment methods available to you. Symbio Energy Limited will always work closely with all customers including the vulnerable to assist and help them through their travails. Please call Customer Services and they will assist you accordingly.
3.13 If for any reason your direct debit cannot be collected on the agreed date another attempt will be made within 5 working days. If this is rejected again, we will write to you to make a payment by BACS transfer and we will have to add £10 to your energy bill to cover the cost of credit control. If the direct debit is canceled by the customer during the Agreement, the customer will be placed on the default non-direct debit tariff automatically. We will write to the customer to inform them of this and encourage them to resolve the situation or to find a cheaper alternative which allows paper billing and non-direct debit payment methods.
3.13.1 The £10 late payment fee, will be applied if the payment has not been received within 30 days. In case the payments repeatedly default; a warning letter will be issued to the customer. We reserve the right to supply energy and we can ask customers to switch to another energy supplier or they will be automatically moved to our default tariff.
3.14 We will carry any debit or credit balance forward to the next month’s bill.
3.15 In order to bill you as accurately as possible, you must give us an up-to-date meter reading for your energy consumption by the last day of every month and/or when requested by Symbio Energy Limited if there is a reason for a more up to date meter reading. If you move supplier from Symbio Energy Limited, you will be required to provide a final meter reading. A final bill will be generated when we receive a closing meter reading from your new supplier.
3.16 You must keep your account in credit by paying for the supply in advance by automatic payment, or if you are in debt with us, you agree to not be in debt by more than half of what we have calculated as being your expected bill based on your Estimated Annual consumption (EAC).
3.17 Your automatic monthly payment amount will be based on the cost of the energy we think you will use during a year with Symbio Energy Limited split as per seasonal estimates. The electricity consumption in winter is significantly higher than in summer, hence the payments in winter will be based on the winter consumption, which will be slightly higher. The summer bills will be accordingly adjusted, and they will be in line with your summer estimates. You can easily measure that your bill amount during summer is lower than your bill amount during winter. We will inform you of your payment amounts and payment dates when we set up your account with us.
3.18 Symbio Energy Limited aims to review the amount, date and frequency of your payments at least twice a year to make sure you are not paying too much or too little. When we intend to make any changes to your automatic payment, we will notify you by email (normally 3 - 4 working days) in advance of the payment being taken, or such other period as we may agree.
3.19 If you are a domestic customer, we may do checks with a credit reporting agency to ensure you are able to pay your energy bills. We will always ask your permission before doing this. If you are a business customer, we will always do checks with a credit reporting agency to ensure you are able to pay your energy bills.
3.19.1 Based on credit score, we may ask you to pay a security deposit before we start working to bring your energy supply across. In that case, this Agreement would not start until we have received the security deposit in full.
3.19.2 We may refuse to supply your energy until the security deposit is paid, or;
3.19.3 We may stop supply if we have to use the security deposit to pay one of your bills.
3.19.4 If the start date of your supply is delayed because you have not paid the security deposit, we are not responsible for any charges you have to pay your old supplier.
3.19.5 The amount of security deposit we ask for will depend on your individual circumstances but can be 2 times what we think is the likely value of your monthly bill.
3.19.6 A security deposit will be repaid once you have established good payment history.
3.20. If you do not pay your bill on time:
3.20.1 We can add the amount of your debt to your next bill.
3.20.2 If you do not make a payment to us on the due date, we can charge you £10 for each missed payment to cover the administrative costs of recovering the outstanding payment.
3.20.3 We have the right to install a prepayment meter at your property under a warrant from the Magistrates’ or Sheriff’s Court without requiring your permission if your energy remains unpaid after three reminders including any associated costs incurred as a result.
3.20.4 We can temporarily suspend or permanently disconnect the supply without requiring your permission.
3.20.5 If you are on a Symbio Direct Debit low-cost tariff but do not make the payments via Direct Debit or cancel the Direct Debit for more than one month, you will be automatically moved to our higher non Direct Debit tariff (subject to clause 9) We will notify you of this by email. We will encourage you to provide valid Direct Debit details or encourage you to seek an energy supplier that has the infrastructure to manually issue paper bills and actively chase customers for payment.
3.20.6 If payment remains outstanding for over 90 days, we reserve our rights to initiate legal proceedings to recover the full sum with costs and interests.
3.21. If you would like a refund:
3.21.1 Upon request, we can refund the credit in your Symbio Energy account that exceeds your expected energy usage for the next month.
3.21.2 Refunds for active Symbio Energy accounts. To be eligible for refunds, the below criteria needs to be met:
• Direct Debit instruction on your account needs to be active.
• A meter photograph showing the meter reads needs to have been submitted 14 calendar days, preceding the request for refund
• The minimum refund amount is £25 i.e. the credit balance in your account after adjusting for one Direct Debit payment (agreed in your quote) must exceed £25.
126.96.36.199 If all criteria outlined in section 3.21.2 are met, your refund request will be processed within 14 days of us confirming the same with you. If there is any delay, we will inform you accordingly.
3.21.3 We can increase your automatic payments to cover the energy we think you will use during the winter months once your credit balance has been reduced by such a refund.
3.21.4 Refunds for Final Bills: To be eligible for a refund, a final bill needs to be generated. A final bill will be generated when we receive a closing reading from your new supplier. We aim to process your refund request within 14 days of us generating your final bill. If there is any delay, we will inform you accordingly.
3.22 If we (or our payments processor) makes an error with your automatic payment (for example, the amount of the payment taken is incorrect), you are entitled to an immediate refund from us of the full amount paid, for example, going overdrawn caused by an incorrect payment (proof to be provided). You should contact us as soon as you realise that an error has occurred. We will take the correct automatic payment immediately after refunding you any excess amount taken from you or if agreed we can keep it as a credit for your next bill. If you receive a refund from us which you are not entitled to, you must pay the amount back to us immediately when we ask you to.
3.23 Under some circumstances, you may incur additional charges under this Agreement. This is usually in the case where you have asked us to undertake work on the energy infrastructure in your home. This can include moving your meter from its current location to another location, works required as a result of renovations of building works, or requests by you to disconnect the supply of energy to your home. We will always tell you prior to making any additional charges. However, if you have a faulty meter, it will be replaced with a Smart Meter without a charge, subject to a customer staying with Symbio Energy Limited, till the end of Agreement or at least 6 months whichever is higher. Should you decide to leave us at any time, you will be liable for any exit fee and/or cost incurred as a result of the replacement.