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 to you by 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 and provide you with personalised advice on how you can make your home more energy efficient.
2.2 As part of OVO Energy Experts 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.
3. How it Works
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) to three (3) 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 My OVO account or by calling 0333 034 1562. 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.
4. The Report
4.1 Following your appointment, you will receive a Home Health Report produced in partnership with the Energy Saving Trust containing:
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.
Please note that any funding offered by the Energy Saving Trust will be subject to availability and eligibility so there is no guarantee that you will be successful should you apply.
4.2 You will also receive an EPC for your property with recommendations on how to reduce energy usage and increase efficiency through home upgrades.
4.3 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.
4.4 You are not guaranteed to save energy or money on your bills as a result of your OVO Energy Experts visit. Your Home Health Report will contain a series of recommendations which you will need to action in order to save energy and see any reduction in your bills. 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.
4.5 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 paper 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 your OVO Energy Experts visit 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 our OVO Energy Experts service you must meet following eligibility criteria:
a. you must be the homeowner of the property; 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 My OVO account.
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 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. 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 are happy with our service but if you do want to make a complaint you can do this by emailing us at [email protected] or calling 0330 303 5063. Please see our feedback page for more information.
10.1 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.
10.2 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: 22 May 2023