OVO Energy Experts Terms & Conditions

These terms and conditions (Terms) apply to our OVO Energy Experts trial (the Trial). Please read these Terms carefully. 

This Trial is being run by OVO Energy Limited (“we”, “us”, “OVO”).

In these Terms “you” is the person who has signed up to take part in the Trial.

1.  What is “OVO Energy Experts”?

1.1 OVO’s Energy Experts is a Trial we are running to provide people with personalised advice on how they can make their homes more energy efficient. The Trial will run from 10th April 2023 and you must have booked your appointment by 26th May 2023. We may extend or end the trial at our discretion.

1.2 As part of the Trial you will get:

  • 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
  • An energy performance certificate (EPC) (which gives your property a rating depending on how energy efficient it is)
  • A follow up Home Health report includes a personalised energy efficiency, home upgrade recommendations and information on any available sources of funding

  This is provided free of charge as part of the Trial.

1.3     Trial is invitation only and we will contact customers who are eligible.

1.4  To take part in the Trial you must be an OVO Energy customer, live in a house (not a flat), be the home owner and the home occupier. Entry to the Trial is our discretion and we may not be able to admit you to the Trial even if you meet our Eligibility Criteria. There are currently a maximum of 100 places on the Trial.

2.   Your Appointment

2.1 All appointments will need to be booked by 26th May 2023.

2.2 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 energy experts will carry ID. 

2.3  Your appointment will take approximately 2 to 3 hours. Please note that our 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 energy experts have clear access and any obstructions are removed.

2.4 Please let us know if you need to cancel your appointment by contacting +44 117 471 9232.  Please note that if you cancel your appointment and do not rebook it by 26th May 2023 or if you cancel multiple times, we reserve the right to remove you from the Trial and offer your place to someone else.

2.5 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 won’t be liable to compensate you for any loss or inconvenience caused to you.

3. Your Report

3.1 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. 

3.2 In some instances following our assessment your EPC rating may be lower than a previous rating that you may have been given. There's a few reasons why this might have happened:

  • Your home's energy efficiency might have reduced over time.
  • 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 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.

4.       Changes to the Trial or these Terms

  We can make changes to these Terms and the Trial at any time. These changes may include, but are not limited to withdrawing the Trial or reducing the time the Trial is available for. Where we make any changes which are to your detriment we will give you reasonable notice.

5. Contact Us

If you have any questions about the Trial please contact 0333 034 1562.

6. General

6.1 We will not be liable for any loss or damage you may suffer as a result of your participation in this Trial save where such loss or damage cannot be excluded by law. By taking part in the Trial you acknowledge that as it is a trial things may not always work perfectly but we will do our best to promptly resolve any issues.

6.2 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: 3rd May 2023