OVO Energy Experts Terms and Conditions

1. These Terms

1.1 These terms and conditions (Terms) apply to OVO Energy Experts (Energy Experts). Please read these Terms carefully.

1.2 OVO Energy Experts is a service provided by OVO Energy Limited (“we”, “us”, “OVO”).

1.3 In these Terms “you” is the person who has purchased an OVO Energy Experts visit.

1.4 These Terms only relate to OVO Energy Experts and are separate to the OVO Core Terms and Conditions governing the supply of energy for customers that get their energy from OVO.

2. What is "Energy Experts"?

2.1 "OVO Energy Experts" is a paid service we offer where one of our OVO Energy Experts will visit your home (or carry out a video appointment) and provide you with personalised advice on how you can make your home more energy efficient.

2.2 As part of OVO an Energy Experts in-person appointment you will receive:

a. a home visit from one of our fully trained OVO Energy Experts who will carry out a survey of your property to see where you are using most energy;

b. an energy performance certificate (EPC) (which gives your property a rating depending on how energy efficient it is); and

c. a follow up Home Health Report with energy efficiency and home upgrade recommendations and information on any available sources of funding.

2.3 As part of OVO Energy Experts video appointment, you will receive:

a) a video call with one of our fully trained OVO Energy Experts who will review information about your home to provide you with advice to help you save energy.

b) a follow-up appointment report with advice and guidance based on your circumstances, property and interests, designed to help save you money on bills and have a home that's more energy efficient

Please note: you will not receive an energy performance certificate (EPC) if you have booked a video appointment.

3. How it Works

The process will be different depending on whether you’ve booked an in-person appointment or a video appointment. Both processes are detailed here.

The In-person Appointment

3.1 On the day of your appointment, you will need to ensure that there is someone over the age of 18 in the house at all times. All our OVO Energy Experts will carry ID.

3.2 Your appointment will take approximately two (2) hours. Please note that our OVO Energy Experts will need full access to the property including the loft, garden, all rooms, garages and conservatories and your heating and metering cupboards. Please ensure that our OVO Energy Experts have clear access, and any obstructions are removed.

3.3 If you can no longer accommodate your appointment time you can rearrange your appointment online via your online account (if you're an existing customer) or by contacting us using the details in your confirmation email. If you cancel an appointment multiple times and without providing a minimum of twenty-four (24) hours’ notice, we reserve the right to charge you for the full cost of the visit.

3.4 We reserve the right to amend or cancel your appointment. If we do this, we will always do our best to let you know and rearrange your appointment for another time. If we do have to reschedule or cancel your appointment, we will not be liable to compensate you for any loss or inconvenience caused to you.

The video appointment

3.5 You will be sent an email containing an exact appointment time and a link to the video appointment shortly after your booking is complete. You will need to ensure your device is able to run Google Teams and that the device’s webcam and microphone are working, that you have a reliable internet connection and are in a quiet enough environment to hear and speak to your Expert.

3.6 Your appointment will last around 20 minutes and will start promptly at your appointment time.

3.7 If you can no longer accommodate your appointment time you can rearrange your appointment online by contacting us using the details found in your confirmation email. If you cancel an appointment multiple times and without providing a minimum of twenty-four (24) hours’ notice, we reserve the right to charge you for the full cost of the appointment.

3.8 We reserve the right to amend or cancel your appointment. If we do this, we will always do our best to let you know and rearrange your appointment for another time. If we do have to reschedule or cancel your appointment, we will not be liable to compensate you for any loss or inconvenience caused to you.

4. The Report

4.1 Following your appointment, you will either receive a Home Health Report (if you’ve booked an in-person appointment) or an Appointment Report (if you’ve booked a video appointment.

The Home Health Report contains:

a. ways you can save energy in your home;

b. information on your property’s energy use and bespoke advice to your property; and

c. extra information on funding and routes to installation support.

The Appointment Report contains:

a. a summary of your appointment

b. your top energy efficiency recommendations (and how to take those next steps)

c) additional home efficiency guidance and information

Please note that any funding or grants mentioned will be subject to availability and eligibility so there is no guarantee that you will be successful should you apply.

If you’ve booked an in-person appointment, you’ll also receive an EPC for your property with recommendations on how to reduce energy usage and increase efficiency through home upgrades.

4.2 Please note that the information in the Home Health Report is intended for guidance purposes only. You should always seek professional advice and undertake full surveys before agreeing to undertake any energy efficiency or other works to your property.

Please also note that any advice given, especially in the case of video appointments, is based on information provided by you about your home and energy use, as well as information available online. Your OVO Energy Expert will make recommendations to the best of their knowledge, based on the information provided to them being accurate. If we don’t have access to certain data at the time of the appointment, we may make reasonable assumptions based on other available evidence or industry standards.

4.3 You are not guaranteed to save energy or money on your bills as a result of your OVO Energy Experts appointment. Your Home Health Report or Appointment Report will contain a series of recommendations which you will need to carry out in order to save energy and see any reduction in your energy consumption. Any savings will depend on what actions you take, your energy usage habits and your home type and any energy saving measures you decide to undertake.

4.4 OVO may contact you after the visit to discuss the recommendations given in your Home Health Report or Appointment Report. You can unsubscribe at any time from these messages by following the unsubscribe instructions at the bottom of the message.

4.5 In the case of an in-person appointment, in some instances following our assessment your EPC rating may be lower than a previous rating that you may have been given. There are a few reasons why this might have happened:

a. your home's energy efficiency might have reduced over time;

b. we might not have been able to verify certain energy efficiency measures during the visit, for example if certain paperwork wasn't available; or

c. we would have to undertake intrusive work on your property (for example drilling holes in walls) to check that specific energy efficiency measures have been put in place.

You acknowledge that the EPC rating of your property may be lowered following the results of an in-person appointment with an OVO Energy Expert and we have no liability for any loss suffered by you should this be the case.

5. Eligibility Criteria

5.1 To be eligible for an in-person appointment from an OVO Energy Expert, you must meet the following eligibility criteria:

a. you must be the homeowner of the property or have permission of the homeowner for the visit to take place; and

b. live in one of the areas we cover. To see if we are currently covering your area, please use our postcode checker which can be found on the OVO Energy Experts booking page of your online account (if you're an existing customer) or check the list on our Energy Experts page.

5.2 To be eligible for a video appointment from an OVO Energy Expert, you must be a current OVO customer, but do not need to be a homeowner or live in a specific area.

6. Payment

Once your appointment has taken place we will email you a link to make payment. Payment must be made within 5 days. Please note that you will not receive your EPC or your Home Health Report (for in-person appointments) or your Appointment Report (for video appointments) until payment has been made.

7. Your Right to Cancel

7.1 You can cancel the visit at any time before the appointment takes place, and you will not be charged (the Cooling Off Period).

7.2 To do this, please either go to your online account or if you want to cancel less than 24 hours of your appointment, please call us on 0333 034 1562 (Mon-Fri 9am-5pm excluding bank holidays).

7.3 Please note that you will not be able to cancel once your appointment has taken place.

8. Changes to OVO Energy Experts or these Terms

We can make changes to these Terms and our OVO Energy Experts service at any time. These changes may include, but are not limited to withdrawing or making changes to our OVO Energy Experts service. Where we make any changes which are to your detriment we will give you reasonable notice.

9. Data Protection

For Energy Experts Video appointments

9.1 Data collected and lawful basis

In order to deliver the service, we will collect the following information from you:

• Customer contact details (full name, contact details, home address).

• Information about your property that is relevant to the delivery of the service you have requested.

• A record of your video appointment.

• Responses to your post-appointment survey.

We rely on either our contractual obligations and/or our legitimate interests in providing the best possible service to you, ensuring our own internal quality checks, generating your Appointment Report, and helping resolve any complaints.We kindly ask that you do not voluntarily share any additional information during the video call that you do not wish to have recorded.

9.2 We need to collect this information to effectively deliver the service, ensure the quality of the service, to resolve any complaints, and we also use the information provided internally to better understand our customers’ needs and interest in our products and services, in order to tailor what we offer and ensure it is relevant. Noprofiling or automated decision-making is used on the data, and your data would be fully anonymised as per UK GDPR standards so that we’re unable to identify you personally.

9.3 As part of your video appointment, OVO Energy will record the session and generate a summary of the conversation using Artificial Intelligence (AI) as well as making notes during the appointment. This helps us:

• Produce your Personalised Appointment Report

• Ensure the speed and quality of the service provided; and

• Respond to any complaints or service queries.

The recording and summary will be securely stored for a limited period (see section 9.6) and will not be used for any other purpose, including marketing. If you prefer not to have your appointment recorded, you can choose to turn your camera off, or opt for an in-person visit instead, if this is available in your area.

9.4 Finally, our Energy Experts may be given access to your usage and account information in order to tailor their advice and to reduce the need to ask you questions on the video call. No action is required on your part for this.

Both video and in-person appointments

9.5 Special Category Information

We will only collect the information required from you in order to fulfil the service, such as the required contact and energy usage information on the booking form, and any information you share during the appointment. We do not collect special category or ‘sensitive’ information (such as health conditions) and customers should not share this information with us so that it is not inadvertently captured in our systems.

9.6 How long we retain your data

Your data is securely stored and retained only for as long as is strictly necessary and in line with OVO’s Privacy Notice and internal retention periods. For the purposes of this service (appointments with Energy Experts) data is only retained for a maximum of 12 months unless a longer period is required to meet our contractual obligations to you, or because of a complaint or dispute that legally requires us to retain your information for a longer period.

9.7 Further Information

For more information on how we handle your data more generally at OVO and how to exercise your data subject rights, please see our Privacy Notice.

10. Contact Us

If you have any questions about OVO Energy Experts, please contact 0333 034 1562 (Mon-Fri 9am-5pm excluding bank holidays). We hope you're happy with our service, but if you want to make a complaint you can email us at [email protected].

11. General

11.1 We will not be liable for any loss or damage you may suffer as a result of your participation in OVO Energy Experts save where such loss or damage cannot be excluded by law.

11.2 These terms are governed by English Law and any dispute arising in relation to these Terms shall be subject to the exclusive jurisdiction of the English Courts.

Last updated: August 2025