Terms and Conditions for Heat Pump Plus Trial
These terms and conditions (Trial Terms) apply to you if you have joined our Heat Pump Flex trial (the Trial). They are supplemental to the Heat Pump Plus Terms (ovoenergy.com/terms/heat-pump-plus-add-on), our Core Energy Supply Terms and Conditions (Core Terms- ovoenergy.com/terms/2022) or any other terms which may apply to your OVO Energy tariff.
All defined terms in the Core Terms will have the same meaning when used in these terms unless otherwise stated.
In order to participate in the Trial you will be required to sign up to the following terms and conditions:
Trial Terms - These Trial Terms which are specific to OVOs role in the Heat Pump Plus Flex trial.
Partner Terms - In addition, separate terms and conditions will apply to the supply of services supplied to you by Havenwise as part of the Trial (the Partner Terms). See section 2 below for more details on the services that Havenwise will provide as part of the Trial (the Havenwise Services). It’s very important that you read and properly understand these Partner Terms before you proceed, as you will not be able to participate in the Trial if you later refuse to sign the Partner Terms.
1. About the Trial
The purpose of this Trial is to remotely control the temperature settings of compatible air source heat pumps in order to identify potential energy and cost savings for OVO customers.
2. Our Partners
2.1 As well as OVO, Havenwise will be involved in delivering the Trial. While you are on the Trial, Havenwise will connect to your Heat Pump to control and optimise your heating system. They vary the rate, timing and amount of electricity used to provide heating and hot water via your Heat Pump to optimise when electricity is used to reduce the costs of your electricity supply. By participating in the Trial, you acknowledge that Havenwise may make changes to your schedule that may impact your heat pump’s energy consumption and related metrics such as the SCOP value.
2.2 In order to participate in the Trial, you will need to download the Havenwise App and agree to the Havenwise Terms and Conditions (havenwise.co.uk/tos) which will apply to the delivery of the Havenwise Services. If you do not wish to sign up to the Partner Terms, unfortunately you will not be able to participate in the Trial.
2.3 Havenwise will access information generated, collected, processed or stored by your Heat Pump. For more info about how your data will be used by Havenwise during the Trial please see the Havenwise Privacy Notice (havenwise.co.uk/privacy).
2.4. Your contract for the provision of the Havenwise Services will be between you and Havenwise. OVO will have no liability to you whatsoever for the Havenwise Services, nor does OVO give any guarantees about the performance of the Havenwise Services, including that your electricity bills will be reduced during the Trial.
3. Trial Eligibility
3.1 To take part in the Trial, you’ll need to meet and continue to comply with the conditions set out in this Section 3 throughout the Trial Period.
3.2 In order to be able to join the Trial, you must:
3.2.1 be an OVO energy customer and have signed up to our Heat Pump Plus tariff add-on;
3.2.2 have a compatible Vaillant aroTHERM 3 post 2016 or an aroTHERM Plus heat pump with a connected myVAILLANT Connect internet gateway or a Mitsubishi Electric Ecodan heat pump;
3.2.3 agree to the Partner Terms, including Havenwise controlling your heat pump remotely during the Trial Period (as described in Section 2); and
3.2.4 be happy to take part in customer research relating to the Trial. So we can assess the effectiveness of the Trial, we’ll ask you for feedback on your experience throughout the Trial Period. For example, you’ll receive a detailed survey before and after the Trial, and then monthly short (less than five minutes completion time) questionnaires during the Trial. You may also be invited to participate in interviews about your experience. For details please see our description of the research activities that may take place. You can opt out of this at any time by contacting [email protected] or 0330 102 7423.
3.3 Entry into the Trial is at our absolute discretion and you acknowledge that you might not be able to join the Trial regardless of whether you satisfy the Eligibility Criteria.
4. Voucher
For participating and completing all surveys in the Heat Pump Flex Trial you will receive a £50 love to shop voucher which will be given to you at the end of the Trial.
5. Heat Pump Performance
During the Trial, Havenwise will connect to your Heat Pump and control and optimise your heating system. This will involve varying the rate, timing and amount of electricity used to provide heating and hot water via the Heat Pump to optimise when electricity is used to reduce the costs of your electricity supply. During this period, you’re still responsible for maintaining the good running condition of your Heat Pump in line with normal operating procedures such as servicing requirements. Please read your manufacturers’ instructions, warranty or guarantee carefully. It is your responsibility to ensure you comply with their terms.
6. Trial Period
6.1 The Trial will start once you are accepted onto the trial and end on 31 March 2026 (the Trial Period), subject to you or us terminating the Trial earlier in accordance with these Trial Terms.
6.2 We reserve the right to extend the Trial, in which case your Trial will automatically continue after 31 March 2026 (unless we notify you otherwise) until such date as we notify you that the Trial has ended (subject to earlier termination of your participation in the Trial by either you or us in accordance with these Trial Terms).
6.3 If during the Trial Period you change, renew or upgrade your current OVO plan to another fixed term plan, the Trial will automatically be added to your new plan, provided you still comply with the Eligibility Criteria.
7. How your data is used
7.1 We will use any personal information you provide us with in accordance with our Privacy Policy (ovoenergy.com/privacy-policy).
7.2 Please refer to Havenwise’s terms and conditions and privacy policy for details of any processing of data carried out by Havenwise. Note that OVO takes no responsibility for acts and omissions of Havenwise and will not be liable for any terms you agree with Havenwise and any transaction or relationship between you and Havenwise.
8. Withdrawing from the Trial
8.1 You can withdraw from the Trial at any time but you won’t receive the voucher (see section 4) unless you’ve completed all the required surveys and interview if requested. Please contact the Havenwise Heat Pump support team to do this, you can call on Number: +44 7488 600135 Mon-Fri (9am-5pm) or email [email protected].
8.2 If you decide to withdraw from the Trial, Havenwise will attempt to revert your schedule to the temperature settings present prior to the Trial commencing. This process may take up to one week, during which time Havenwise’s settings may persist. During this time, you can always override any changes via your heat pump control manually.
8.3 Leaving the Trial does not stop you being an OVO energy Heat Pump Plus customer.
9. Where we can end the Trial
9.1 We reserve the right to end the Trial early at any time. If this happens we will notify you in advance.
9.2 We also reserve the right to end your participation in the Trial if you’re in breach of any of these Terms, the Heat Pump Plus Terms, our Core Terms or the Havenwise terms.
10. Changes to these Terms
We can make changes to the Trial and these Terms at any time. We’ll notify you of any changes in advance if, in our reasonable opinion, they may be detrimental to you.
11. Liability
11.1 Subject to Section 11.4, OVO will not be responsible for:
11.1.1 any failure of the Havenwise Services or your Heat Pump to function correctly;
11.1.2 any costs, loss or damage you suffer as a result of events outside our reasonable control;
11.1.3 any costs, loss or damage you suffer as a result of not participating in the Trial in accordance with these Terms.
11.2 Subject to Section 11.3, we will not be liable, whether caused by breach of contract, negligence, breach of statutory duty or otherwise, for any (a) loss or damage that we couldn’t reasonably have expected would result from breach of these Terms and Conditions at the time you entered into it, or (b) for any loss of savings, profit or business; or (c) for any indirect or consequential losses which you or anyone else suffers. 11.3 Nothing in these Terms and Conditions will affect our liability to you for death or personal injury as a result of our negligence, fraud or fraudulent misrepresentation.
11.4 Subject to Section 11.3, our maximum aggregate liability (including for negligence and breach of statutory duty) if you suffer any loss or damage as a direct result of something we’ve done, our maximum liability to you will be no more than £500 per event or series of events if they’re connected.
12. General
12.1 These Trial Terms, and any documents explicitly referred to in them, are the entire contract between you and us.
12.2 Nothing in these Trial Terms affects our legal rights or powers. Nothing in these Trial Terms affects any of your statutory rights that can’t be excluded by law.
12.3 If any part of these Trial Terms are void or unenforceable, the rest of these Trial Terms will be unaffected.
12.4 These Trial Terms are governed by the laws of England and Wales if your property is in England or Wales, 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 and Wales if your property is in England or Wales, and by the courts of Scotland if your property is in Scotland.