TERMS & CONDITIONS
1.2 You agree that you have entered into this Agreement with Symbio Energy Limited in your personal capacity via the website, via a price comparison site, energy broker or authorized switching agents such as We Flip or Flipper.
1.3 You agree to provide us with accurate information, in case you are a tenant applying for a switch, you agree to furnish Symbio Energy Limited, with the Landlord/owner name and contact details at the time of the switch.
2.2 and the provisions in Clause 3 (required information).
2.3 Symbio Energy Limited will commence supply based on the Retail Energy Code (REC). It currently takes between 14 to 21 days, although this is due to improve with all parties in the electricity market seeking to reduce switch times. We may change the start date for the supply if we do not have all the information we need. We will write to you during the process to update you on progress. There are numerous counterparties in a switch of supply and the amount of time taken to switch is dependent upon the counterparties performing their duties diligently.
2.4 The customer is responsible for any charges to be paid to their old supplier. Your old supplier can refuse a switch/change of supplier if there is an outstanding debt owed to them. If your old supplier refuses the request for a switch, the switch stands cancelled. However, you are free to request another switch at any time. Please note suppliers cannot refuse a request to switch without a valid reason. Often, it is an outstanding final bill payment, or the customer is still in a contract (usually a fixed-term contract attracting a termination fee).
2.5 It is the customer’s responsibility to submit their Estimated Annual Consumption (EAC) for the last 12 months. We will then compare the EAC provided with the Industry Standards, if the EAC is below the Industry Standards, Symbio Energy Limited will request customers to provide us with previous electricity bills to support their claim.
2.6 It is mandatory to provide an opening meter reading with the meter picture within 10 days of the switch. In case a meter reading is not submitted within three months of the switching date to Symbio Energy Limited, the tariff will automatically change to the default tariff.
2.6.2 Symbio Energy Limited reserves the right to charge a minimum administration fee of £10.00 for not submitting the opening meter reading when requested during the switch and thereby leading to a dispute with the other supplier.
2.6.3 A meter reading must be submitted by the end of every month. If a meter reading is submitted after the cut-off date, the meter reading will be considered in the next billing cycle.
2.6.4 If the customer provides a meter reading which is 10% below the expected profile or EAC, you will be requested to submit photographic evidence of the same. If the evidence is not provided then the customer will be asked to pay as per the estimates.
2.7 Symbio Energy Limited follows an Advance Billing System; hence customers are billed one month in advance based on the Estimated Annual Consumption and seasonal estimates. Upon receiving the meter reading at the end of the month, the bill will be reconciled in line with the meter reading received. Any over or under collection will be adjusted in the following billing. The process of reconciliation and estimating one month in advance is a continuous process.
2.7.1 At the end of the Agreement, if there is a credit on the account it will be either refunded back to you or should you choose to stay with us, it will be carried to the next billing month, however, if there is an outstanding amount on the account, we will collect the amount from you.
PAYING FOR ENERGY
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 £5.00 per invoice will be applicable and added to your monthly billing. Symbio Energy Limited will waive specific 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 information 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 authorized person who may operate the account and their details. With system enhancements, Symbio Energy Limited may ask for authentication and specific information which provides confidential authority to operate the account. This is a security measure to stop unauthorized 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 The 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 To assist with the switch to Symbio Energy Limited tariffs, an opening meter reading 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, we will send you an email reminder. If the direct debit is not reinstated, we will write to you to make a payment by BACS transfer or online payment and we will have to add £10 to your energy bill to cover the cost of credit control and or reinstate your direct debit. If the direct debit is cancelled by the customer during the Agreement, we also reserve our right to place the customer on the default non-direct debit tariff automatically, subject to 9.1. 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.
3.14 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 switch supplier from Symbio Energy Limited, you will be required to provide a final meter reading with a meter picture. 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 to 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 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 to any exit fee and/or cost incurred as a result of the replacement.
ONLINE ACCOUNT MANAGEMENT
4.2 By joining Symbio Energy Limited you are agreeing that you will undertake the following actions:
4.2.1 Submit meter readings using your online account dashboard or via our mobile app. We will accept meter readings over the phone from vulnerable customers and in exceptional circumstances.
4.2.2 Customers are encouraged to download the Symbio App, in the future our cheaper tariffs may be accessible only via the mobile app.
4.2.3 Receive monthly statements via e-mail.
4.2.4 Provide us with accurate personal details, including your personal email address, and telephone contacts and to keep these details up to date.
4.3 If you are unable to use our online service due to reasons we agree are beyond your control, you will not be penalized for this.
MOVING TO A NEW HOUSE OR CHANGE OF PREMISES
5.2 If you are moving to a new house and you do not let us know, this Agreement will not end until we are informed of the same. You will be liable for all costs until we are provided with the owner/landlord details or the new occupier contact us.
5.3 A final bill will only be generated when the complete details of the landlord or letting agency are shared, until then, you will be liable for all costs. It remains the responsibility of the Customer to provide these details failing which you will continue to be liable for all costs.
ACCESS TO YOUR METER
6.2 We may charge you if you do not let us know at least 48 hours prior to a booked appointment that access would not be available at the time of the appointment.
6.3 If you have a smart meter that we can read without visiting your property, you agree that:
6.3.1 Any in-home display installed along with that meter remains our property or the meter provider we have contracted and may not be removed.
6.3.2 We may use the smart meter to remotely monitor the energy you use;
6.3.3 We will normally collect readings from your smart meter once a day. You can decide whether we take a reading for the entire 24-hour period or each half-hour period. We would not take more than one reading a day unless you have given us your consent.
6.3.5 We will also collect information about how your smart meter is working (for example, if it has any faults or has been tampered with).
6.3.6 We may remotely repair and update the smart meter, switch it f rom credit to prepayment or disconnect your supply – we will notify you before this happens in line with our credit policy;
6.4 If your meter is ever damaged or stolen, you must let us know immediately.
CHANGES TO THIS AGREEMENT
Thereafter, Symbio Energy Limited will have deemed acceptance of the Terms and Conditions. Should you disagree with the new Terms and Conditions, please do provide feedback to Symbio Energy within the 30 days period and you will not be bound by the new terms until your queries has been resolved. However, in most instances, the customer who disagrees with the new Terms and Conditions is advised to seek a new supplier whose T&C’s are more agreeable to their personal needs.
7.2 If we make changes to this Agreement that results in your energy rates increasing, we will give you 30 days’ notice to let you know about the changes. This is only applicable to customers who have chosen the ‘variable tariff plans’. If you do not agree with the changes, you can change to another supplier without any penalty. This does not apply if we change your payment method in accordance with this Agreement. If we hear from your new supplier within 20 working days after the change takes effect, or if you enter a new plan with us in the same period, we will keep your prices the same until you switch or start the new plan (as applicable).
7.2.1 If you have opted for a Fixed tariff for a specified duration and should you decide to change to a cheaper tariff in the middle of your contract, you will be allowed to do so without paying the exit fee for the first tariff update. Any subsequent cheaper tariff switch request within the contractual term will attract an exit fee.
However, this is not applicable to customers referred to us by third party, as we may charge you an exit fee, if you wish to change to a cheaper tariff.
CANCELLING YOUR AGREEMENT WITH US
8.2 If you are switching, you do not need to tell us yourself; your new supplier will contact us to cancel your relationship with us on your behalf.
8.3 If Ofgem gives a “Last Resort Supply Direction” to an electricity supplier other than us in relation to your premises, this Agreement will end automatically in relation to the fuel specified in the relevant “Last Resort Supply Direction”.
However, this is not applicable to customers referred to us by third party, as we may charge you an exit fee, if you wish to change to a cheaper tariff.
CANCELLING YOUR DIRECT DEBIT
9.2 If, after having cancelled your Direct Debit (by contacting your bank in accordance with Clause 9.1), the payments continue to be taken, you should first contact your bank to obtain a refund. Under the Direct Debit Guarantee, your bank will be liable to refund you for any payments that continue to be made after you cancel your Direct Debit.
9.3 You must notify us that you have cancelled your Direct Debit, so that we can update our records. You should also ensure that you arrange alternative means of making any required payment to us. However, we may charge you the additional costs of using alternative payment channels.
9.4 If you continuously fail to re-instate your direct debit or do not make arrangement for payment within 30 days of further requests we may, without your consent, install a prepayment meter at your premises or after clearing the arrears, you can switch away from us.
STOPPING YOUR ENERGY SUPPLY
10.1.1 You have not paid your bill on time, and we will re-start it as soon as possible once the bill has been paid.
10.1.22 You are in material breach of this Agreement.
10.1.3 We are required to do so by Ofgem, the gas transporter or the network operator or by any law, code or agreement relating to the energy supply
10.1.4 We have reason to believe that you may have damaged or tampered with your metering equipment.
10.2 If we have had to suspend or disconnect the supply, we may choose to do checks with a credit reporting agency and ask for a security deposit before we restart or re-connect it.
10.4 We will not disconnect your supply in winter (1st October to 31st March) if any person living at the property is registered as vulnerable. In addition, we provide a range of priority services for members who are registered with us as vulnerable.
10.5 We will not tolerate violence, physical aggression or verbal or written abuse towards our staff or agents. We reserve the right to terminate this Agreement, if we believe that you are behaving inappropriately or in violation of applicable laws or regulations – for example, if you are abusive or behave offensively towards our staff or agents.
WHAT WE ARE RESPONSIBLE FOR
11.2 Except in relation to any liability which is not capable of being excluded by law, we are not liable for any loss or damage (including negligence and breach of statutory duty) that we could not reasonably have expected would result from breach of this Agreement at the time you entered into it.
11.3 If we are liable for a loss caused by an electricity distributor, our liability (including for negligence and breach of statutory duty) is limited to the amount we are entitled to recover f rom them on your behalf.
11.4 If we are required or entitled to take action under our electricity supply licence or any other rules that are binding on us, we would not be in breach of this Agreement.
11.5 As we do not directly control the reliability of energy to your property, we cannot guarantee that the supply will be uninterrupted. We can, however, confirm that the reliability of your energy supply would be the same irrespective of which energy supplier you chose.
USING PERSONAL INFORMATION
EMERGENCIES AND SAFETY
13.2 You must not use the supply in any way that endangers people or property, or that could interrupt the electricity of any other property
13.2 We can restrict the supply if we think you are using it in a way that is unsafe or if we are required to by any legal requirement or other requirements that are binding on us.
NATIONAL TERMS OF CONNECTION
The NTC is a legal agreement. It sets out rights and duties in relation to the connection at which 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 write to: Energy Networks Association, 6th Floor, Dean Bradley House, 52 Horseferry Road, London SW1P 2AF: phone 0207 706 5137, or see the website at www.connectionterms.org.uk.
OUR COMPLAINTS PROCEDURE
15.2 In certain cases, when you raise a complaint, we may request you to provide us, with further information to fully investigate and resolve the matter. However, should we not receive any communication from you and as a result, there is a delay in resolving the complaint, we reserve our right to issue a deadlock letter until we hear from you. You should then provide us the requested time frame to resolve the issue internally.
15.3 Prior to escalating the complaint to the independent regulators, it is mandatory to register your complaint with us and follow the complaint procedure outlined by Symbio Energy Limited on our website. This includes granting us the required time frame to resolve your complaint as per our internal complaint procedure. However, if the complaint procedure is not adhered to, and the complaint is escalated to the Regulatory body, we reserve the right to continue to offer our services and may encourage you to find another energy provider.
16.2. In the event of a change of ownership, change of tenancy or any other change that may affect this Agreement or the supply of your energy, you are not able to transfer your rights or obligations under this Agreement without agreeing to this with us.
16.3 We would not tolerate violence, physical aggression or verbal or written abuse towards our staff or agents. If it happens, we can take legal action or report it to the police. We reserve the right to offer you our services and can ask you to switch to another supplier
16.3.1 If after resolving your issue and advising you of our terms and conditions and in case you are not willing to adhere to our terms and conditions and thereby willingly breach the terms of the contract, Symbio Energy reserves the right to offer their services.
We further reserve our rights to put you on our default tariff and may encourage you to look for another service provider, if you are not happy with our services.
16.3.2 We at Symbio Energy ensure that we resolve all customer queries within a reasonable time while providing one to one service. We are committed to continue providing an excellent service to all our customers as well as competitive tariffs within the UK. However, customers who choose to use social media to denigrate a company are engaged in a form of cyber bullying and it is not something that we, at Symbio Energy support. If you approach social media without contacting us or giving us an opportunity to resolve your query, Symbio Energy may encourage you to find another provider if you are unhappy with our services.
16.5 This Agreement, any other agreements you receive from us, and any documents explicitly referred to in this Agreement, are the entire agreement between you and us.
16.6 Nothing in this Agreement affects our legal rights or powers. Nothing in this Agreement affects any of your statutory rights that cannot be excluded by law.
16.7 If any part of this Agreement is void or unenforceable, the rest of the Agreement will be unaffected.
16.8 This Agreement is governed by the laws of England if your property is in England, 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 if your property is in England and by the courts of Scotland if your property is in Scotland.