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OVO BEYOND TERMS AND CONDITIONS


 
Last Updated: 20th August 2020
 
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. OVO Beyond


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

2. Our Agreement

 

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 a gas and electricity or 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 as an upgrade to your current plan.
 

 

4. SMART METERS

4.1    Do I need a smart meter? 
OVO Beyond is designed to work best with a smart meter. To make the most of OVO Beyond and access your personalised Energy Spotlights you will need to:
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 as soon as possible after signing up for OVO Beyond.
You can still sign up to OVO Beyond if you don’t have a smart meter installed but you may not get the full experience.
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 and you would like to have a smart meter installed, 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 or I have a non-communicating or incompatible smart meter? 
If you don’t have a compatible smart meter or your smart meter is not communicating, you will still get carbon neutral energy and all the other benefits of OVO Beyond (see Section 5 for details) but you will not be able to access personalised Energy Spotlights as we will not receive any information on your data usage  (you will still receive an Energy Spotlights email).
 

5. BENEFITS

5.1     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).
 
5.2     You will receive the following benefits as a member of OVO Beyond:
a)     carbon neutral electricity and gas if you are a gas and electricity customer, carbon neutral electricity if you are an electricity only customer or carbon neutral gas if you are a gas only customer (see section 6 for more details);
b)     access to On Demand boiler repair which provides a boiler repair service for a fixed fee - see here for details and full terms and conditions. Please note that if you sign up to OVO Homeplan, On Demand boiler repair is already included as part of that plan; 
c)     5 trees planted on your behalf every year. This provides OVO Beyond members with an additional environmental 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;
 
d)    contributions to carbon offsetting projects certified under the VCS or Gold Standard schemes. Our carbon offsetting projects may change from time to time; and
e)    access to personalised energy use insights and easy energy saving tips from Energy Spotlights if you have a smart meter and our general Energy Spotlights emails containing energy saving and carbon cutting tips if you don’t. 

6. CARBON NEUTRAL ENERGY

6.1    All OVO customers will now receive 100% renewable electricity as standard. The renewable electricity we sell is backed by renewable certificates (Renewable Energy Guarantee of Origin certificates (REGOs)). See here [https://www.ovoenergy.com/blog/green/what-are-regos-who-needs-them-and-why.html] for details on Renewable Energy Guarantee of Origin certificates and how these work.  
6.2    With OVO Beyond, in addition to receiving 100% renewable electricity as standard, all the energy you consume will be carbon neutral. By providing renewable electricity and 100% carbon-neutral gas (15% green gas and 85% offset) and offsetting all associated lifecycle carbon emissions involved in the production and consumption of your electricity & gas, OVO Beyond reduces your yearly carbon emissions from the energy used in your home that's supplied by OVO to net zero. The carbon reduction projects from which we source our carbon offsets are certified to the Verified Carbon Standard [https://verra.org/project/vcs-program/] or the Gold Standard [https://www.goldstandard.org/].
 Carbon neutral gas
6.3    If you are an OVO Beyond member with a joint gas and electricity or gas only supply you will receive 100% carbon neutral gas (comprising 15% green gas and 85% offset). 
  The green gas we sell is backed via renewable certificates (Renewable Gas Guarantees of Origin (RGGOs)).
For more information see: 
https://www.ovoenergy.com/guides/energy-guides/rggos-explained.html 
For details on Renewable Gas Guarantees of Origin and how these work. 
 
6.4    The remainder of all carbon emissions created in the production and the consumption of the natural gas you use is offset through carbon reducing initiatives. 
This is achieved by OVO purchasing one UN REDD+ (reduce emissions from deforestation and forest degradation) carbon offset certificate for every tonne of carbon released from the natural gas that our OVO Beyond members use (including both the emissions released when the gas is used, and the emissions released during its generation and transmission).

Carbon neutral electricity

6.5      As an electricity only OVO Beyond member, the carbon emissions produced by the production and transmission of your renewable electricity  is offset by OVO purchasing the equivalent number ofUN REDD+ carbon offset certificates..

7. ENERGY SPOTLIGHTS

7.1     Energy Spotlights 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. 
7.2    All OVO Beyond Customers will receive regular Energy Spotlights emails providing useful carbon cutting tips. If you have a communicating smart meter you will also receive personalised Energy Spotlights via email which provide a detailed breakdown of the energy usage in your home and provide tips for reducing your energy consumption. You will also be able to access your personalised Energy Spotlights via My OVO.
7.3    Your personalised Energy Spotlights are 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.
7.4    Your personalised Energy Spotlights are produced based on data which we have obtained from your smart meter. The more regular the data feed, the more detailed your personalised Energy Spotlights 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.  
7.5    Energy Spotlights is produced on an “as is” basis only. We do not warrant or represent that Energy Spotlights (either general or personalised) 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 for any decisions made or actions taken based on the information contained in or generated by Energy Spotlights. We will not be liable for any damages of any kind arising from the use of Energy Spotlights, whether direct, indirect, incidental, punitive or consequential.
7.6    You understand that when providing Energy Spotlights, 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 Energy Spotlights. You agree that you use Energy Spotlights at your own risk in these respects.
7.7    We may use your personal data to provide you with Energy Spotlights. The way in which data is collected and used by us is set out in our privacy policy which you can access here. 
7.8    The material and information contained within Energy Spotlights 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 continue to receive your gas and electricity from us and continue to meet the eligibility criteria (as set out in section 3). You will pay the relevant subscription price for OVO Beyond applicable at the time 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 PROPERT

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. OUR LIABILITY TO YOU

16.1         Subject to sections 16.2 and 16.3, 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 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. 
16.2         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. 
16.3         Subject to Section 16.3, 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 £10,000 per event or series of events if they’re connected.

17. GENERAL

17.1    We can transfer any of our rights or obligations under these terms without your permission. You may not transfer or assign your OVO Beyond subscription or benefits, except as expressly allowed in these terms.
17.2    If any part of these terms are void or unenforceable, the rest of these terms will be unaffected. 
17.3     These 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. 
 

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