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OVO BEYOND TERMS AND CONDITIONS


Last Updated: 03 September 2019


These OVO Beyond terms and conditions are between you and us:


(a) You are the person who has subscribed to OVO Beyond; and
(b) We, Us, Our or OVO is OVO Electricity Limited. Our address is 1 Rivergate, Temple Quay, Bristol BS1 6ED.


1. OUR AGREEMENT


OVO Beyond is a membership program offering multiple benefits and services to its members as set out in these terms and conditions.


2. OVO Beyond


2.1 By accepting these terms and conditions, you agree to subscribe to OVO Beyond.


2.2 These terms and conditions are supplemental to the OVO supply terms and conditions.


3. ELIGIBILITY


3.1 You will be eligible for OVO Beyond if you:
a) comply with these terms and conditions and the OVO supply terms and conditions;
b) are an OVO pay monthly member;
c) are not a gas only or electricity only member; 
d) take your supply through a credit meter; 
e) do not receive FiT payments from us under the Feed-in Tariff scheme; 
f) provide a valid email address to us and inform us if it changes;
g) receive all account communications (including price change and tariff end notices and the provision of other important information) by email;
h) pay your energy bills by monthly direct debit on time and at least the recommended amount (or more) each month; and
i) chose to subscribe to OVO Beyond.


4. SMART METERS


4.1 Do I need a smart meter? OVO Beyond is designed to work with smart meters. Unless we agree otherwise, in order to take up and remain on OVO Beyond you must:
a) either have a compatible smart meter for gas and electricity already installed at your property; or 
b) book a smart meter installation and have a gas and electricity smart meter fitted by us within 3 months of signing up for OVO Beyond.


4.2 Am I eligible for a smart meter install? Not all OVO members will be able to have smart meters. We may not be able to install smart meters in your home for practical or technical reasons.This includes whether or not we are currently installing smart meters in your area and whether or not your property is suitable (for example, meters won’t be installed if there is anything blocking access to the meter(s)). When you sign up to OVO Beyond, we’ll ask you a few questions to check if you are able to get a smart meter in your home. But sometimes we will not know this until an engineer has been to your home. If we’re unable to install a smart meter in your home, we will let you know.


4.3 What if OVO can’t install a smart meter? If we are unable (for any reason) to install gas and electricity smart meters within 3 months of you signing up for OVO Beyond, then you will no longer be eligible for OVO Beyond. In that case we will terminate your subscription for OVO Beyond on your next OVO billing date. 


4.4 What if I have a smart meter installed by another supplier? If you already have smart meters that have been installed by another supplier, we may not be able to operate your existing meters as smart meters. If we are unable (for any reason) to operate your existing gas and electricity meters in smart mode within 3 months of you signing up for OVO Beyond, then you will no longer be eligible for OVO Beyond. In that case we will terminate your subscription for OVO Beyond on your next OVO billing date. 


4.5 What if I have a non-communicating smart meter? OVO Beyond is designed to work with communicating smart meters. If your smart meter is not communicating, you will not be able to enjoy the full benefit of OVO Beyond. In that case it may make sense for you to switch to another OVO product such as our Green Electricity and Green Gas Upgrades. But you will continue to subscribe to OVO Beyond unless you cancel in accordance with section 7.

5. BENEFITS


5.1 Once you have subscribed, you will be eligible to receive OVO Beyond.


5.2 You will begin to receive the benefits under OVO Beyond, on the date you:
a)come on supply (if you are joining OVO); or
b)subscribe to OVO Beyond (if you are already on supply with OVO).


5.3 You will receive the following benefits:
a) renewable electricity and carbon neutral gas;
b) a discount on OVO HomePlan standard rates (note this discount cannot be used in conjunction with any other offer or discount); and
c) Zero In.

5.4 You will also receive access to OVO On Demand - our boiler repair service. Note that this gives you access to the service but is subject to an additional fee if you decide to use the On Demand service. See here for more details. Note that if you have signed up to OVO HomePlan, our boiler repair service is included as part of that plan.


6. RENEWABLE ELECTRICITY AND CARBON NEUTRAL GAS


As part of OVO Beyond, you will receive


a) 100% renewable electricity, delivered by us purchasing Renewable Energy Guarantee of Origin (REGO) certificates issued by the energy regulator, Ofgem or Guarantees of Origin (GoO) issued by the relevant European issuing body that are members of the Association of Issuing Bodies (AIB). Every unit of renewable electricity generated in Great Britain is given a REGO Certificate and every unit of renewable electricity generated by members of the AIB is granted a GoO. For each compliance year, we buy certificates to prove that we supply renewable electricity to our OVO Beyond members. The purpose of the certificate is to prove that energy was produced from renewable sources. For more information read here;
b) in respect of renewable electricity, an additional environmental benefit, which means we will provide a supplemental benefit in addition to 100% renewable electricity, in accordance with our regulatory obligations. For more details of the current additional environmental benefit, see here. We may change how we deliver the additional environmental benefit from time to time;
c) 15% green gas, delivered by purchasing the equivalent number of green gas Guarantees of Origin (or certificates of another name). These Guarantees of Origin evidence that green gas was produced from biomethane sources and has been injected directly into the gas distribution network. The Guarantees of Origin are issued by relevant bodies in the UK and Europe once the green gas has been injected into the gas grid and allow the tracking of green gas through the supply chain to ensure that there is no double selling of green gas units. For each compliance year, we buy sufficient Guarantees of Origin to match our members use of green gas and to prove that we supply green gas to our OVO Beyond members; and
d) the remainder of all carbon emissions created in both the production and the consumption of the natural gas you use in your home will be offset through carbon saving initiatives. This is achieved by OVO purchasing one REDD+ (reduce emissions from deforestation and forest degradation) offset certificate for every tonne of carbon released from the gas that our OVO Beyond members use (including both the production and the consumption of the natural gas in your home).


7. ZERO IN


7.1 Zero In is designed to help you better understand how energy is used in your home and what changes you could make to reduce your energy consumption. 
You will be able to access Zero In via My OVO. For certain OVO members, we have not yet developed the functionality to display Zero In via MyOVO, and for those OVO members we will send a monthly email digest displaying the Zero In results.


7.2 Zero In is based on data automatically transmitted to us through your smart meter which may be connected to other devices in your home, as well as any other data you submit to us through My OVO.


7.3 Zero In is produced based on data which we have obtained from your smart meter. The more regular the data feed, the more detailed Zero In will be. For a more granular and up-to-date breakdown of your energy usage, we recommend that you set your meter to send readings every half hour. If you have chosen daily or monthly readings, the results will be less granular than with half hourly readings.  See the ‘smart data’ section of our Privacy Policy for how you can set the frequency of your smart meter readings.  


7.4 Zero In is produced on an as is basis only. We do not warrant or represent that Zero In will be delivered free of any inaccuracies, interruptions, delays, omissions or errors (“Faults”), or that all Faults will be corrected. It is therefore intended to provide information and guidance only and we are not liable for any Faults. You assume responsibility of any decisions made or actions taken based on the information contained in or generated by Zero In. We will not be liable for any damages of any kind arising from the use of Zero In, whether direct, indirect, incidental, punitive or consequential.


7.5 You understand that when providing Zero In, we are providing energy efficiency information for general information purposes only and do not provide professional advice. Any savings claims given to you are an estimate only and your actual savings will vary depending on your energy use and the changes you make to your energy habits. We are not responsible for any loss, damage or cost resulting from any action or decisions taken by you made in reliance on Zero In. You agree that you use Zero In at your own risk in these respects.


7.6 We may use your personal data to provide you with Zero In. The way in which data is collected and used by us is set out in our privacy policy which you can access here. 


7.7 The material and information contained within Zero In is for your personal use and may not be distributed or used for commercial purposes. All content, including but not limited to text, graphics, logos, images and software is owned by OVO or its third party service providers (as applicable). Any use, including but not limited to, the reproduction, modification, distribution, transmission, republication or display of the content  (other than in your use of this service) is strictly prohibited.


8. PAPERLESS COMMUNICATIONS


8.1 By subscribing to OVO Beyond you’re agreeing to self-serve and manage your account online, which includes having a valid email address at all times and receiving all communications electronically. This includes documents relating to your core energy supply, such as changes to terms and conditions, bills and annual statements, price change and tariff end notices and tariff information labels. You waive your rights to require service of documentation by any other means.


8.2 You are responsible for the continued accuracy and validity of the email address you supply. You should make updates in MyOVO as soon as you are aware of changes.


8.3 We will use reasonable efforts to send email notifications to you when new bills are available for you to view online. But you will remain liable for bills if those are not received in your inbox for any reason, including because your email inbox is full, it has been bounced by your firewall or spam filter or your email address has been closed or is otherwise not operative.


8.4 Please ensure that your electronic mail address is secure as we cannot accept any responsibility for any person other than the addressee of the communication having read, moved or deleted the electronic mail without you having seen it.


8.5 We may occasionally still send mail to you by post, including follow up correspondence for outstanding balances and other OVO literature.Therefore please ensure that you inform us immediately of any changes to these details as soon as possible.


9. PAYMENTS AND DIRECT DEBITS


9.1 OVO Beyond will be added to your monthly statement.


9.2 Your Direct Debit monthly subscription payment will be automatically adjusted to cover the monthly price of OVO Beyond.


9.3 You will see an itemised line in your monthly bill relating to the OVO Beyond payment: “OVO Beyond [monthly date]”


10. FREE OFFER PERIODS


10.1 Your OVO Beyond subscription may start with a free offer period. The duration of the free offer period will be specified during sign-up. We will charge the OVO Beyond subscription fee for the next billing cycle at the end of the free offer period unless you cancel your OVO Beyond subscription prior to the end of the free offer period.


11. CANCELLING OVO BEYOND


11.1 You may cancel your subscription to OVO Beyond at any time through My OVO or over the phone by ringing us on 0330 303 5063. Your subscription will terminate on your next OVO billing date. Please note that we do not provide refunds or credits for any partial - month subscription periods. 


11.2 If you do not notify us before the next due date of your monthly subscription fee that you want to end your OVO Beyond subscription, we will automatically charge the monthly OVO Beyond fee on your next OVO billing date.


11.3 If you cancel, you may re-subscribe to OVO Beyond at any point as long as you are on supply with us and continue to meet the eligibility criteria in . The price of OVO Beyond will be set at the point of your new subscription.


12. END OF YOUR FIXED OVO PLAN


12.1 As long as you are on supply with us and you comply with the OVO supply terms and conditions and these terms and conditions, OVO Beyond will be automatically added to any new, renewed, or upgraded OVO plan that you take on, and you will continue to receive OVO Beyond, unless you choose to cancel it.


13. SWITCHING AWAY FROM OVO OR MOVING OUT OF YOUR PROPERTY


13.1 If you want to switch your supply to a different supplier or move out of your property, we'll no longer be able to supply you with energy and OVO Beyond.


13.2 You will continue to receive energy and OVO Beyond until the point that your switch takes place or you move out. Your subscription will terminate on that date but we do not provide refunds or credits for any partial - month membership periods.


13.3 Your additional environmental benefit for the year in which you switch away or move out will be pro-rated to the date you switch away or move out.

14. TERMINATION BY US


14.1 We may terminate your OVO Beyond subscription with 14 days’ notice for convenience and will issue a prorated refund of your paid OVO Beyond subscription based on the time remaining in your current month subscription period.


14.2 We may terminate your OVO Beyond subscription immediately by notice if we consider that (a) your use of OVO Beyond or its services or benefits materially breach these terms or any applicable law or (b) you fraudulently use or misuse OVO Beyond or its services or benefits. In this case we will not give you a refund. 


15. CHANGES TO THESE TERMS AND CONDITIONS


15.1 Subject to section 15.2, we may change these terms and conditions at any time. We’ll update them on our website if we do. Please check this page regularly to review updated terms. The date these terms and conditions were last updated is at the top of this page.
15.2 If we make changes to these terms and conditions that are disadvantageous to you, we'll let you know about the changes at an appropriate time (leaving you reasonable time to avoid the changes by cancelling your subscription should you wish to do so).


16. No transfer or assignment of benefits


You may not transfer or assign your OVO Beyond subscription or benefits, except as expressly allowed in these terms.


 

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