Terms and conditions

Website Terms & conditions open/close 

npower Ltd

This is the website of npower Limited. Registered office: Windmill Hill Business Park, Whitehill Way, Swindon SN5 6PB. Registered in England and Wales: number 3653277. This website also provides details of other companies and businesses in the npower limited group.

Website Terms of Use

Thanks for visiting this npower website (the " website"). These terms tell you the basis on which you may use our website, whether as a guest or a registered npower customer. Please read them carefully as by using the website you indicate that you accept them and agree to abide by them. If you don't agree with them, please don't use our website. If you breach any of these terms, your permission to use our website ceases immediately.

Who are we?

This website is operated by Npower Limited (" we", " us" or " our" for short). We're a company registered in England and Wales under company number 03653277. Our registered office is at Windmill Hill Business Park, Whitehill Way, Swindon, SN5 6PB. Our VAT number is 768362492. We and our group companies, together with the products and services we sell and provide, are regulated by the 'Office of the Gas and Electricity Markets', more commonly known as OFGEM.

Our products and services may be provided by other members of our group of companies. Just so you know this may include:

RWE Generation UK plc.
(company number 03892782)
Npower Yorkshire Supply Limited
(company number 04212116)
Npower Commercial Gas Limited
(company number 03768856)
Gas Plus Supply Limited
(company number 05199935) Registered office – Dryden House, The Edge Business Centre, Humber Road, London, NW2 6EW
Npower Financial Services Limited
(company number 03925068)
Npower Business and Social Housing Limited
(company number 00893718)
Npower Gas Limited
(company number 02999919)
Octopus Electrical Limited
(company number 00830299)
Npower Northern Limited
(company number 03432100)
 
Npower Northern Supply Limited
(company number 02845740)
Npower Direct Limited
(company number 03782443)
Npower Yorkshire Limited
(company number 03937808)
 

Except as shown all our group companies have the same registered office as us.

Website content

We hope you'll find our website useful. It's generally the most up-to-date source of information about us, our products and services, so you may find it useful to refer to if you have any questions.

We provide the website to you in good faith and you accept that the information shown is provided "as is" without guarantees, conditions or warranties as to its accuracy. We've taken all reasonable steps to ensure that the information displayed is correct at the time of inclusion, but there may be inadvertent or occasional errors for which we apologise. Where errors come to our attention, we'll try to correct them as soon as reasonably possible however we accept no liability for any errors, omissions or inaccuracies contained in our website's content. If you've any concerns, you must always check specific terms and conditions applicable to your relevant individual product or service. 

Use of our website is at your own risk and you're wholly responsible for decisions that you make as a result of information you read. You agree that you'll only use our website for lawful purposes and not in a way that breaches applicable local, national or international laws or regulations (for example, using it to cause nuisance, annoyance or inconvenience, or to transmit, or procure the sending of unsolicited or unauthorised advertising or promotional material).

We aim to ensure that our website is available 24 hours a day however we'll not be liable if it is unavailable at any time for any reason. Access to our website may be suspended temporarily or removed entirely without notice (eg. if there's a system failure, or for maintenance or repair).

Products and services

The products and services available through our website are subject to specific terms and conditions which are available to you at the time that you purchase the product and/or service. You must read these - if there's any conflict between them and these terms, they will prevail. If you're a consumer, these terms won't affect any of your statutory rights which you have, including those relating to contracts formed online.  Unless otherwise stated, prices quoted on our website are exclusive of tax and delivery charges.

Except where you are entering into, or otherwise in relation to, a residential contract for the supply of gas and/or electricity on one of our group's tariffs:

  • by completing and submitting electronic forms on our website you're making an offer to purchase goods and/or services which, if accepted by the relevant company, will result in a binding contract
  • any details of products and services on our website are not an offer to sell or buy such products or services. The company advertising the product or service may decide to accept or reject your offer
  • we can only provide products and services if they're available and we can't guarantee they will be.

Unless otherwise stated we can suspend, change, cease supplying or withdraw the prices and/or details of products, services and/or offers shown on our website without notice, and without liability to you. Our website, and the products and services on it are intended for personal use only by people resident in specified areas of the United Kingdom. We don't accept orders from outside of this region.

Passwords

If you choose or we issue you with a username, password or other piece of identification information, you must keep it confidential. You're fully responsible for all actions on your account. You must notify us immediately if there is any unauthorised use. We're not liable for any loss or damage arising from your failure to keep this information confidential and we reserve the right to suspend or disable your username, password or other piece of identification information.

External links from our website and third party content

From time to time we may include hypertext links to sites which are created by individuals or companies outside of our group. If you click on these, you'll leave our website. We do this when there is a particular relevance to the topic you're reading about. Whilst we'll try to check that the content of these sites is suitable, we unfortunately can't take any responsibility for the practices of the individuals or companies who publish them, nor the integrity or quality of their content. We've no control over these sites and accept no responsibility for them, for loss or damage that you may incur through your use of them or any results that may be obtained from them. Please review their terms of use and privacy policies (if any) prior to your use of them.

We don't accept liability or responsibility for any websites which we frame.

Some elements of the content, products and/or services accessible from our website may not be provided by us but instead by other individuals or companies. We're unable to guarantee such content, products or services are virus and error free. You should always check e-mails, attachments and files before downloading them.

Intellectual Property Rights

Any intellectual property rights (for example, copyright, database rights, know-how, patents (in each case whether registered or unregistered)) in our website and its content (including the text, photographs and graphical images) are owned by us and our licensors. All rights are reserved.  You're permitted to download and print content from our website for your own personal use and not for other purposes (including business). The content of our website must not be copied, reproduced, used or otherwise dealt with for any other reason. Trademarks, logos and brand names shown on our website are owned by us and our licensors and no rights are granted to use any of them without the prior permission of us and/or our licensors (as applicable).

Viruses, hacking and other offences

You must not misuse our website by knowingly introducing viruses, Trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attack our website with a denial-of-service attack or a distributed denial-of-service attack. You must not attempt to gain unauthorised access to our website, the software that it uses, the server on which it is stored or any server, computer or database connected with our website. Any of the foregoing would be an offence under the Computer Misuse Act 1990. We reserve the right to report such offences and to co-operate with all relevant law enforcement bodies in relation to any investigation of such an offence (which may include us disclosing your identity to them).

Our Liability

To the extent permitted by the laws of England we and our group expressly exclude any liability:

  • for direct, indirect and consequential loss or damage (including, loss of income, use, revenue, business, profits, contracts, anticipated savings, goodwill, wasted management or office time, data or corruption of data) how ever such loss or damage arises and whether incurred by you in connection with our website; the use, inability to use, failure to access, or results of the use of our website; your use of any sites linked to our website; and/or any materials or content posted on our website or a third party site
  • for any loss or damage which was not reasonably foreseeable by you or us
  • for the accuracy, suitability, quality or completeness of any information and the value and integrity of goods and services offered through our website
  • for any loss or damage caused by a distributed denial-of-service attack, viruses, malicious or other technologically harmful material that may infect your computer, equipment, programs, data or other proprietary material as a result of your use of our website or any site linked to or from it
  • arising from any reliance placed on content accessible on or via our website. Information provided by us does not constitute legal or professional advice (financial or otherwise) and shouldn't be relied upon without taking independent advice. You're wholly responsible for any decisions that you make as a result of information you read. You must not rely on information on our website when making any investment decision or a decision to buy financial services from any organisation

To the extent permitted by the laws of England we don't provide warranties of any kind, including suggestions that our products and/or services will be of satisfactory quality, fit for purpose, compatible with equipment that you have, secure and/or accurate. We don't warrant that the information on our website is complete, accurate or that we've checked it.

You acknowledge that use of our website involves information being transmitted over public telecommunications networks which are inherently insecure. We make no representation or warranty that your use of our website, or the operation of it, will be uninterrupted, error, bug, or virus free and we accept no liability for effects of the same.

Nothing in these terms removes or limits our liability for fraud, death or personal injury caused by our negligence or for any liability which can't be limited or excluded by English law. If you're a consumer, these terms won't affect any of your statutory rights which you have and which cannot be excluded by these terms. For more information on your statutory rights, contact your local authority Trading Standards Department or Citizens Advice Bureau.

How do we gather and look after your information?

Information that we collect about you during your visits to our website and from your applications for products and services will be used and held by us in accordance with our privacy policy. Please read this to ensure that you are fully aware of how we and our group use your information. When you provide us with information, you acknowledge and agree that we're entitled to treat this information as accurate and up-to-date.

Can you link to our website?

You may link to our website provided that you do so in a way that is fair and legal and also:

  • link to but don't replicate the home page or other relevant page of our website
  • ensure that your website doesn't contain content that is distasteful, offensive, controversial, inciteful, illegal, infringes any rights of any third party, is detrimental in any way to the npower and/or hometeam brands, or otherwise doesn't comply with applicable laws and regulations
  • don't remove, distort or otherwise alter the size or appearance of our logos
  • don't create a frame or any other browser or border around our website
  • don't imply in any way that we're endorsing products or services other than our own
  • don't misrepresent your relationship with us or present any false information about us
  • don't use any of our trademarks without our permission
  • don't link from a website that is not owned by you (unless you have the permission of the owner to do so)

We reserve the right to revoke the right to link to our website at any time without notice.  You shall indemnify us for any loss or damage (including reputational damage) suffered by us and/or our group as a result of a breach by you of the conditions set out above in linking to our website.

Law

These terms and any dispute or claim that arises in relation to them will be governed by the laws of England.  You agree to only bring legal actions about these terms against us in a court in England. We reserve the right to bring a claim against you in your country of residence or any other relevant country.

If any part of these terms is found to be illegal or unenforceable, this will not affect the validity or enforceability of the remainder of these terms.

What if we update our terms of use?

We do keep these terms under regular review and we reserve the right to change them so please do check each time you use our website. You'll be able to read about any updates on this page - as soon as they happen.

If we need to send any notices under these terms to you and you've given us your contact details, we'll do this by communicating them to you via phone, text message, electronic messaging, e-mail or mail. In all other cases you can read about them here.

What if I have a question?

Why not visit the FAQ pages on our website? If the answer you're looking for isn't there, you can always speak to us – just follow this link to contact us!

Tariffs no longer on sale open/close 

npower additional terms and conditions for products no longer on sale

Terms and Conditions for paperless bills

  • To sign up for paperless bills, a valid email address must be provided and npower informed of any changes to this email address
  • Only the npower account holder or their authorised representative can set up paperless bills. Any suspected unauthorised use should be reported immediately
  • Failure to advise npower of changes to your email address may result in the paperless bills service being stopped
  • If problems with your email account prevent the delivery of your bill notification email, we may stop paperless bills and reintroduce normal paper bills via the post
  • In order to maintain accurate records, you must validate the registered email address when requested to do so. Failure to respond to this confirmation request may result in the paperless bills being stopped
  • Once paperless bills have been set up, all previous methods of billing will be superseded and there will be no paper bills issued – including Braille, Audio & Enlarged bills. However, any follow up for outstanding balances and some npower literature will continue to be sent via post
  • Occasionally there may be additional information on your bill relating to payment amounts or dates. A message will appear in the bill notification email when this occurs and it is your responsibility to log in to view your bill and note the changes. Other notifications may continue to be sent in the post
  • Only those bills produced since paperless bills were set up, that you would normally have received through the post, will be viewable online
  • If you currently receive separate gas and electricity bills, you will continue to do so after setting up paperless bills. You can and should set up both accounts for paperless bills under the same My npower membership
  • A bill can only be set up against a single My npower membership
  • Payment using the Giro slip will be unavailable. Payments should be made using an alternative method eg. Direct Debit, online banking, online payments, or by Debit/Credit card
  • We endeavour to maintain an active service 24 hours, 7 days a week. However due to essential maintenance and updates there are times when the service may not be available
  • Opening hours for telephone contact with the Web Support Team will be Monday - Thursday 8am – 5pm and Friday 8am - 4.30pm
  • It is your responsibility to maintain accurate contact information and you should make updates in the My details section of My npower as soon as you are aware of changes
  • Some information previously sent with your bill will now be made available online. We will notify you by email when this happens. It is your responsibility to follow the link and read the new information as it may refer to your Terms & Conditions or Guaranteed Standards of Service
  • You may opt out of marketing communications sent by email in the My details area of the site or by clicking the opt-out link in promotional emails
  • If you move house, you will need to notify npower in the normal way, by either phoning or completing a change of address notification form on the website. You can set your new address up for paperless bills as soon as you receive your account number
  • Changes to your direct debit payment amount will continue to be communicated via your bill or, in some instances, by post. Where your online bill contains details of changes to your payment amount, we will state this in your email notification. This email notification constitutes 'advance notice' on the assumption that you will view your bill. It is therefore your responsibility to open all emails from us and view your bill in a timely manner, in order to be aware of changes to your payment amount

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Mobile apps terms & conditions open/close 

THIS AGREEMENT is dated the date on which you first use the App (as defined below).

PLEASE READ CAREFULLY BEFORE DOWNLOADING THE APP FROM THIS WEBSITE.

This end-user licence agreement (EULA) is a legal agreement between you ( End-user or you) and Npower Limited of Windmill Hill Business Park, Whitehill Way, Swindon SN5 6PB registered in England and Wales with company number 3653277 ( Licensor, us or we) for the Npower mobile application software, the data supplied with and by the software, and the associated media ( App); and

We licence use of the App to you on the basis of this EULA and subject to any rules or policies applied by any appstore provider or operator from whose site, located at either https://play.google.com or https://itunes.apple.com as appropriate (either, Appstore), the End-user downloaded the App ( Appstore Rules). We do not sell the App to you. We remain the owners of the App at all times.

Operating system requirements This App requires a mobile device running iOS 7, 8 or Android 4.0.3 to 4.4.2 with internet access.

Important notice:

  • By downloading the App from this Appstore you agree to the terms of the licence which will bind you. The terms of the licence include, in particular, the privacy policy defined in condition 1.5 and limitations on liability in condition 7
  • If you do not agree to the terms of this licence, we will not license the App to you and you must stop the downloading process now. In this case the downloading process will terminate
  • As a consumer, you have the right to withdraw from your transaction without charge and without any reason before downloading the App
  • However, you will lose the right to cancel the transaction once you begin to download the App
  • This does not affect your consumer rights for an app that is defective

You should print a copy of this EULA for future reference.

AGREED TERMS

  • 1. ACKNOWLEDGEMENTS
    • 1.1 The terms of this EULA apply to the App or any of the products and/or accessible through the App (Services), including any updates or supplements to the App or any Service, unless they come with separate terms, in which case those terms apply. If any open-source software is included in the App or any Service, the terms of an open-source licence may override some of the terms of this EULA. Services may be provided by other companies within the npower group of companies. Please see http://www.npower.com/home/about-npower/terms-and-conditions/ for a list of the companies which are included in the npower group
    • 1.2 We may change these terms at any time by sending you an email with details of the change or notifying you of a change when you next start the App. The new terms may be displayed on-screen and you may be required to read and accept them to continue your use of the Services
    • 1.3 From time to time updates to the App may be issued through the Appstore. Depending on the update, you may not be able to use the Services until you have downloaded the latest version of the App and accepted any new terms
    • 1.4 You will be assumed to have obtained permission from the owners of the mobile telephone or handheld devices that are controlled, but not owned, by you and described in condition 2.2 (Devices) and to download a copy of the App onto the Devices. You and they may be charged by your and their service providers for internet access on the Devices. You accept responsibility in accordance with the terms of this EULA for the use of the App or any Service on or in relation to any Device, whether or not it is owned by you
    • 1.5 The terms of our privacy policy from time to time, available at http://www.npower.com/native/Help/PrivacyPolicy/ (Privacy Policy) are incorporated into this EULA by reference and apply to the Services. Additionally, by using the App or any Service, you acknowledge and agree that internet transmissions are never completely private or secure. You understand that any message or information you send using the App or any Service may be read or intercepted by others, even if there is a special notice that a particular transmission is encrypted
    • 1.6 The Services available through the App are subject to specific terms and conditions which are available to you at the time that you purchase the Service. You must read these - if there's any conflict between them and these terms, they will prevail. If you're a consumer, these terms won't affect any of your statutory rights which you have, including those relating to contracts formed online. Unless otherwise stated, prices quoted in the app are exclusive of tax and delivery charges
    • 1.7 By using the App or any of the Services, you consent to us collecting and using technical information about the Devices and related software, hardware and peripherals for Services that are internet-based or wireless to improve our products and to provide any Services to you
    • 1.8 Certain Services, may make use of location data sent from the Devices. You can turn off this functionality at any time by turning off the location services settings for the App on the Device. If you use these Services, you consent to us and our affiliates' and licensees' transmission, collection, maintenance, processing and use of your location data and queries to provide and improve location-based and road traffic-based products and services
    • 1.9 From time to time we may include hypertext links to sites which are created by individuals or companies outside of our group (Third-party Sites). If you click on these, you'll leave the App. Whilst we'll try to check that the content of Third-party Sites is suitable, we unfortunately can't take any responsibility for the practices of the individuals or companies who publish them, nor the integrity or quality of their content. We've no control over Third-party Sites and accept no responsibility for them, for loss or damage that you may incur through your use of them or any results that may be obtained from them. Please review their terms of use and privacy policies (if any) prior to your use of them
    • 1.10 Some elements of the content and/or Services accessible from the App may not be provided by us but instead by other individuals or companies. We're unable to guarantee such content or Services are virus and error free. You should always check any files before downloading them
    • 1.11 Except where you are entering into, or otherwise in relation to, a residential contract for the supply of gas and/or electricity on one of our group's tariffs:
      • (a) by completing and submitting electronic forms via the App you're making an offer to purchase Services which, if accepted by the relevant company, will result in a binding contract
      • (b) any details of Services on the App are not an offer to sell or buy such Services. The company advertising the Service may decide to accept or reject your offer
      • (c) we can only provide Services if they're available and we can't guarantee they will be
    • 1.12 Unless otherwise stated we can suspend, change, cease supplying or withdraw the prices and/or details of Services and/or offers shown on the App without notice, and without liability to you. The App, and the Services on it are intended for personal use only by people resident in specified areas of the United Kingdom. We don't accept orders from outside of this region
    • 1.13 If you choose or we issue you with a username, password or other piece of identification information, you must keep it confidential. You're fully responsible for all actions on your account. You must notify us immediately if there is any unauthorised use. We're not liable for any loss or damage arising from your failure to keep this information confidential and we reserve the right to suspend or disable your username, password or other piece of identification information
    • 1.14 Any words following the terms including, include, in particular or for example or any similar phrase shall be construed as illustrative and shall not limit the generality of the related general words
  • 2. GRANT AND SCOPE OF LICENCE
    • 2.1 In consideration of you agreeing to abide by the terms of this EULA, we grant you a non-transferable, non-exclusive licence to use the App on the Devices, subject to these terms, the Privacy Policy and the Appstore Rules, incorporated into this EULA by reference. We reserve all other rights
    • 2.2 You may download a copy of the App onto any number of Devices and view, use and display the App on the Devices for your personal purposes only
  • 3. LICENCE RESTRICTIONS
    • Except as expressly set out in this EULA or as permitted by any local law, you agree:
      • (a) not to copy the App except where such copying is incidental to normal use of the App, or where it is necessary for the purpose of back-up or operational security;
      • (b) not to rent, lease, sub-license, loan, translate, merge, adapt, vary or modify the App;
      • (c) not to make alterations to, or modifications of, the whole or any part of the App, or permit the App or any part of it to be combined with, or become incorporated in, any other programs;
      • (d) not to disassemble, decompile, reverse-engineer or create derivative works based on the whole or any part of the App or attempt to do any such thing except to the extent that (by virtue of section 296A of the Copyright, Designs and Patents Act 1988) such actions cannot be prohibited because they are essential for the purpose of achieving inter-operability of the App with another software program, and provided that the information obtained by you during such activities:
        • (i) is used only for the purpose of achieving inter-operability of the App with another software program;
        • (ii) is not unnecessarily disclosed or communicated without our prior written consent to any third party; and
        • (iii) is not used to create any software that is substantially similar to the App;
      • (e) to include our copyright notice on all entire and partial copies you make of the App on any medium;
      • (f) not to provide or otherwise make available the App in whole or in part (including object and source code), in any form to any person without prior written consent from us; and
      • (g) to comply with all technology control or export laws and regulations that apply to the technology used or supported by the App or any Service ( Technology),
      together Licence Restrictions
  • 4. ACCEPTABLE USE RESTRICTIONS
    • You must:
      • (a) not use the App or any Service in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with this EULA, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, including viruses, or harmful data, into the App, any Service or any operating system;
      • (b) not infringe our intellectual property rights or those of any third party in relation to your use of the App or any Service (to the extent that such use is not licensed by this EULA);
      • (c) not transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of the App or any Service;
      • (d) not use the App or any Service in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users; and
      • (e) not collect or harvest any information or data from any Service or our systems or attempt to decipher any transmissions to or from the servers running any Service
  • 5. INTELLECTUAL PROPERTY RIGHTS
    • 5.1 You acknowledge that any intellectual property rights (for example, copyright, database rights, know-how, patents (in each case whether registered or unregistered)) in the App and its content (including the source code, text, photographs and graphical images) are owned by us and our licensors. All rights are reserved. The source code and content of the App must not be copied, reproduced, used or otherwise dealt with for any other reason. Trademarks, logos and brand names shown on our website are owned by us and our licensors and no rights are granted to use any of them without the prior permission of us and/or our licensors (as applicable)
    • 5.2 You acknowledge that the rights in the App are licensed (not sold) to you, and that you have no rights in, or to, the App or the Technology other than the right to use each of them in accordance with the terms of this EULA
    • 5.3 You acknowledge that you have no right to have access to the App in source-code form
  • 6. EXCLUSION OF WARRANTY
    • 6.1 The App is provided to you in good faith and you accept that the functionality provided and information shown is provided "as is" without guarantees, conditions or warranties as to its operation or accuracy. We've taken all reasonable steps to ensure that the App functions as intended and the information displayed is correct at the time of inclusion, but there may be inadvertent or occasional errors for which we apologise. Where errors come to our attention, we'll try to correct them as soon as reasonably possible however we accept no liability for any errors, omissions or inaccuracies contained in the App or its content
    • 6.2 Use of the App is at your own risk and you're wholly responsible downloading and installing it and for decisions that you make as a result of information you read. You agree that you'll only use the App for lawful purposes and not in a way that breaches applicable local, national or international laws or regulations (for example, using it to cause nuisance, annoyance or inconvenience, or to transmit, or procure the sending of unsolicited or unauthorised advertising or promotional material)
    • 6.3 Where the App or any of the Services access content via the Internet we aim to ensure that this is available 24 hours a day however we'll not be liable if it is unavailable at any time for any reason. Access to online content may be suspended temporarily or removed entirely without notice (eg. if there's a system failure, or for maintenance or repair)
  • 7. EXCLUSION OF LIABILITY
    • 7.1 You acknowledge that the App has not been developed to meet your individual requirements, and that it is therefore your responsibility to ensure that the facilities and functions of the App meet your requirements
    • 7.2 To the extent permitted by the laws of England we expressly exclude any liability:
      • (a) for direct, indirect and consequential loss or damage (including, loss of income, use, revenue, business, profits, contracts, anticipated savings, goodwill, wasted management or office time, data or corruption of data) how ever such loss or damage arises and whether incurred by you in connection with the App; the use, inability to use, failure to access, or results of the use of the App; your use of any sites linked to the App; and/or any materials or content contained in the App or a Third-party Site
      • (b) for any loss or damage which was not reasonably foreseeable by you or us
      • (c) for the accuracy, suitability, quality or completeness of any information and the value and integrity of Services offered through the App
      • (d) for any loss or damage caused by viruses, malicious or other technologically harmful material that may infect your Device, equipment, programs, data or other proprietary material as a result of your use of the App or any site linked to or from it
      • (e) arising from any reliance placed on content accessible on or via the App. Information provided by us does not constitute legal or professional advice (financial or otherwise) and shouldn't be relied upon without taking independent advice. You're wholly responsible for any decisions that you make as a result of information you read. You must not rely on information on the App when making any investment decision or a decision to buy financial services from any organisation
    • 7.3 To the extent permitted by the laws of England we don't provide warranties of any kind, including suggestions that our products and/or services will be of satisfactory quality, fit for purpose, compatible with equipment that you have, secure and/or accurate. We don't warrant that the information on our website is complete, accurate or that we've checked it
    • 7.4 If you’re a business we shall have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity as a result of your use of this App, however caused
    • 7.5 You acknowledge that use of the App involves information being transmitted over public telecommunications networks which are inherently insecure
    • 7.6 We make no representation or warranty that your use of the App, or the operation of it, will be uninterrupted, error, bug, or virus free and we accept no liability for effects of the same
    • 7.7 Nothing in these terms removes or limits our liability for fraud, death or personal injury caused by our negligence or for any liability which can't be limited or excluded by English law
    • 7.8 If you're a consumer, these terms won't affect any of your statutory rights which you have and which cannot be excluded by these terms. For more information on your statutory rights, contact your local authority Trading Standards Department or Citizens Advice Bureau
  • 8. TERMINATION
    • 8.1 We may terminate this EULA immediately at any time without notice
    • 8.2 On termination for any reason:
      • (a) all rights granted to you under this EULA shall cease;
      • (b) you must immediately cease all activities authorised by this EULA, including your use of any Services;
      • (c) you must immediately delete or remove the App from all Devices, and immediately destroy all copies of the App then in your possession, custody or control and certify to us that you have done so;
      • (d) we may remotely access the Devices and remove the App from all of them and cease providing you with access to the Services and the Appstore
  • 9. COMMUNICATION BETWEEN US
    • 9.1 If you wish to contact us in writing, or if any condition in this EULA requires you to give us notice in writing, you can send this to us by e-mail or by prepaid post to Npower Limited at Windmill Hill Business Park, Whitehill Way, Swindon SN5 6PB and mobilesupport@npower.com. We will confirm receipt of this by contacting you in writing, normally by e-mail
    • 9.2 If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your request for the App
  • 10. OTHER IMPORTANT TERMS
    • 10.1 We may transfer our rights and obligations under this EULA to another organisation, but this will not affect your rights or our obligations under this EULA
    • 10.2 You may only transfer your rights or obligations under this EULA to another person if we agree in writing
    • 10.3 If we fail to insist that you perform any of your obligations under this EULA, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you
    • 10.4 Each of the conditions of this EULA operates separately. If any court or competent authority decides that any of them are unlawful or unenforceable, the remaining conditions will remain in full force and effect
    • 10.5 This EULA and any dispute or claim that arises in relation to them will be governed by the laws of England. You agree to only bring legal actions about these terms against us in a court in England. We reserve the right to bring a claim against you in your country of residence or any other relevant country
    • 10.6 If any part of these terms is found to be illegal or unenforceable, this will not affect the validity or enforceability of the remainder of these terms

This agreement has been entered into on the date stated at the beginning of it.

ECO terms and conditions open/close 

Here are a few key things it’s important you know

  • We are offering free or subsidised energy saving improvements as part of a government scheme called the Energy Companies Obligation (ECO). The scheme was set up for the largest energy suppliers to help make British households more energy efficient
  • Cavity wall and loft insulation (if recommended for you) will be installed for free. Sometimes we can’t install boilers for free; if this is the case you may be asked for a contribution towards a new boiler (you will not be under any obligation if you don’t want to contribute). This will be detailed in your Energy Saving Improvement Plan
  • In addition to seeing proof of your eligibility, we may need to obtain some permissions (eg. from a landlord) before installing energy saving improvements in your home
  • npower will provide funding towards the work that is outlined in your Energy Saving Improvement Plan. If additional work is required (eg. removal of asbestos) that npower doesn’t agree to arrange, you’ll be responsible for arranging this and for the cost
  • The energy saving improvements will be installed by approved contractors, but your contract is with npower Northern Limited. Our registered office is Windmill Hill Business Park, Whitehill Way, Swindon SN5 6PB and you can contact us Monday to Friday 8am to 8pm on 0800 072 1740 (generally free from mobiles and free from most landlines) or 0330 100 8122 (included in any ‘inclusive minutes’ from mobiles)
  • We’ll agree a suitable date with you for the installation. We’ll not be liable for any costs or loss of income that you may incur as a result of any changes to the date or time
  • If you change your mind and would like to cancel your installation and agreement with us, you can do this within 14 days of receiving your Energy Saving Improvement Plan. If you do ask for installation within your 14 day cancellation period, you will be responsible for the costs of the installation undertaken if you later choose to cancel after we’ve started the work
  • During the installation, we may have to disturb some of the fixtures and fittings in your home. We’ll make sure we leave your home clean, tidy and safe after completing the installation. The funding doesn’t include the cost of redecoration
  • It is your responsibility to clear the work area of any belongings to make sure our installers have access to carry out the installation safely
  • When we’ve completed the installation we’ll make sure you’re happy with the end result and that you have all the relevant guarantee and warranty paperwork
  • We’ll make sure that the goods included in your install are of satisfactory quality and are as described
  • However, if you have any problems, please contact us and we’ll do our best to solve any issues in accordance with our complaints policy