Electricity & Gas

 

Our Standard terms apply to all our tariffs.

Some tariffs also have additional terms. Scroll down to view these, or skip to the section below

 

Standard terms for supplying electricity and gas to domestic customers

Definitions
agents and service providers
Agents provide services on our behalf. Service providers provide services to us.
domestic customer
Someone taking gas or electricity (or both) totally or mainly for home use – not business premises.
liability
What you and we are responsible for in law under this agreement.
local network operator
The company which operates the local distribution network through which your electricity or gas is supplied.
meter
The device fitted to record the energy you use. It also includes any associated equipment.
npower group company

The current npower group includes the following companies:
RWE AG
RWE Npower plc
Npower Commercial Gas Limited
Npower Direct Limited
Npower Limited
Npower Gas Limited
Npower Northern Limited
Npower Northern Supply Limited
Npower Yorkshire Limited
Npower Yorkshire Supply Limited
Registered office of Npower Limited: Windmill Hill Business Park, Whitehill Way, Swindon SN5 6PB.
Registered number of Npower Limited: 3653277
Ofgem
The Office of the Gas and Electricity Markets – they regulate Britain’s gas and electricity industries. prepayment device
A device that is used to top up a prepayment meter with credit and may be a card or a key or (until they are withdrawn) a token meter.
subcontractor
A person or company who carries out work for us.
tariff
The rate or rates we have agreed with you for each unit (kilowatt-hour or kWh) of electricity or gas (or both) that you use under this agreement, plus any other charges.
we, us, our
npower, which is the company that supplies electricity or gas (or both) to your home – see ‘Who supplies your gas or electricity (or both)’.
working day
Any day other than a Saturday, a Sunday, Christmas Day, Good Friday or a bank holiday.
you
The person taking the supply of gas or electricity (or both).

About these terms
These terms cover separate agreements.

• Part A contains the terms of your agreement with us to supply gas or electricity or both. The main terms are set out in bold.
• Part B is a standard agreement between you and the local network operator who distributes electricity for us to supply to you.

These agreements only apply if your home is connected to the mains (local network) supplying electricity or gas. If it is not, you must make separate arrangements with the local network operator for that connection.

Part A
Standard agreement with npower for supplying gas or electricity (or both)
These are the standard terms of our agreement with you. You may have agreed to extra terms depending on the tariff which applies. We have designed these standard terms and prices for single, domestic premises with an individual meter. We can refuse to supply premises under these standard terms if they are split up into more than one home whether or not each home has an individual meter.
If we cannot check the details that have been given to us (for example, by an agent or through details supplied online) about you or your meter, we can choose not to go ahead with our agreement with you.

Who supplies your gas or electricity (or both)
npower is our trading name and we supply gas or electricity (or both) to you. The full name of the npower company that supplies you will be shown on the front of your contract or you will have been told about it. You may receive your gas or electricity bill (or both) from any npower group company. Any npower group company may ask for or collect payment from you for any other npower group company. If we supply both your gas and electricity, we do so under separate agreements.

When this agreement starts
Each separate agreement for gas or electricity runs from the date that you:

• signed it;
• accepted it on the phone; or
• sent in an online application.

If none of these apply to you, the agreements start when you start taking the supply.

If we are taking over from another supplier, supply starts from the date we told you in writing that we had taken over as supplier.

You agree to your old supplier:

• giving us all your relevant details to help with your transfer; and
• transferring to us the right to collect any debt you owe to that supplier and passing over all relevant account information.

Changing your mind
You can cancel this agreement within 14 days from the date you signed it, accepted it on the phone or sent it in as an online application. To cancel, simply write to us with your contract number, saying you want to cancel. Address this to:
npower
PO Box 9647
Oldbury
B69 2PZ.
Or, you can email us at customer.acquisitions@npower.com or phone us on 0845 6060 646. You may also use the cancellation form left with you if you signed in person. You may end your agreement with us at any time as described below under ‘Ending this agreement and changing supplier’.

Our charges
You agree to pay our charges based on the tariff which applies. You can find details of our charges and how we work out our charges in any 12-month period on your bill, in our tariff literature, on npower.com/web/At_home/electricity_and_gas/prices_and_discounts/index.htm or by calling customer service. We will add VAT at the appropriate rate to our charges if this applies.

We may change our prices, discounts or the way we charge for gas and electricity. If we increase our prices or reduce our discounts, we will tell you about the changes no more than 65 working days after these changes begin to apply. If you do not accept the changes, you may end this agreement and change supplier. The changes will not apply to you if, within 20 working days of being told about the changes, you tell us that you are ending the agreement. We must also, within the next 15 working days, receive notice from another supplier that they will begin to supply your home within a reasonable period of time. If you owe us money and we object to you transferring your supply to another supplier, you must pay us any money you owe within 30 working days of us telling you that we are going to object to the transfer. As well as paying this money, you must also get in touch with your new supplier and ask them to register you as their customer within the 30-working-day period. This will make sure that your change of supply takes place. If you don’t pay the money you owe and/or your new supplier does not register you within the 30-working-day period, the changes we told you about will apply.

When we change prices, we'll estimate the meter reading on the date the price change takes place. We’ll use this reading to work out your charges at the old prices up to the date we change the price. We will then use the new prices from that date.

Estimated meter readings
When we produce your bill, we will, if possible, use a meter reading that we or you have taken (this is an ‘actual meter reading’). If no reading is available, we'll produce an estimated reading based on your previous energy usage and the typical usage of gas and electricity (if appropriate) for the relevant time of year. You agree to pay the estimated amount or give us your own reading so that we may send a new bill based on that reading.

When we receive an actual meter reading from you or a meter reader which shows us that any previously estimated meter readings we used to prepare your bills may have been over or underestimated, we may cancel and replace the relevant bills. If we do this, we will use the actual meter reading and the typical energy usage of gas and electricity (whichever is appropriate) for the relevant time of year to prepare a more accurate estimated meter reading for the earlier bills. If any price change has taken place in the meantime, we may use the relevant prices before and after the price change when working out the new bill. This will be based on our revised reasonable estimate of the meter reading at the date of that change.

If, for any reason, your meter does not register any gas or electricity used, you agree to pay the amount that we reasonably estimate you have used.

Discounts
You will be entitled to any discounts we may offer, depending on the relevant conditions. You can find details of our discounts in our tariff literature on npower.com/web/At_home/electricity_and_gas/prices_and_discounts/Discounts/index.htm or by calling customer service on 0845 602 6363. In certain circumstances we may offer you a ‘dual-fuel’ discount. If we do this, it will be a condition of our offer that you:

• receive combined gas and electricity bills (rather than receiving separate bills for each fuel); and
• make combined gas and electricity payments (rather than paying for each fuel separately).

Other charges we may make

We may charge costs to do with collecting payments which will include:

• any costs we have to pay to recover money you owe us which may include visiting your home (unless the reason for the visit is beyond your reasonable control);
• our reasonable administration costs involved in collecting your debt (which may include the costs of any phone calls made to you by us or our agents);
• applying for and getting a warrant of entry and carrying it out; and
• any costs to trace you if you have moved and not given us a forwarding address.

Costs to do with your meter or the terms of this agreement

We may also charge for:

• a cheque that we have to return to you, or a direct debit that is rejected because there is not enough money in your account;
• postdated cheques (those with a future date written on them), and providing copies of cheques and bills;
• replacing a prepayment device and the reasonable costs in getting it to you;
• visits to your premises by our agents if you have contacted us to tell us that you have run out of credit due to a fault with your prepayment meter or prepayment device (or both) if we cannot find a fault and the visit results in credit being added to your prepayment meter by our agent; or
• our reasonable costs in fitting a prepayment meter to avoid cutting you off (we may decide not to enforce these charges depending on your circumstances); or
• changing a prepayment meter to a credit meter if you ask us to make the change and we agree to do so.

We will charge our reasonable costs for:

• changing your meter if you ask us to, unless you are disabled and we are replacing it with a specially adapted one;
• changing your meter when you become our customer if your type of meter is not one that we can support on our system;
• moving your meter, unless you are of state pension age, disabled or chronically sick (see below ‘About your meter’);
• replacing a damaged meter or meter seals if the damage is your fault;
• disconnecting or reconnecting the supply if you ask us to;
• carrying out a meter accuracy test if you ask for this and we do not find a fault with the meter (which may include the costs of any visits to your home where we do not find a fault with the meter);
• warrants we might have to apply for and visits to your home relating to inspecting or changing your meter; or
• something you do that breaks the terms of your agreement.

Asking for a deposit We may ask you to pay a reasonable amount upfront – a deposit – as security against payment for your gas or electricity (or both). We may do this to protect us against likely loss if we think you may break the terms of your agreement. We will not ask for a deposit if you choose to pay for your gas or electricity (or both) through a prepayment meter and we are reasonably able to supply one. If we ask you for a deposit and you do not pay it, we may:

• refuse to supply gas or electricity (or both) to you; or
• cut off your gas or electricity (or both) until you pay the deposit (plus any reasonable costs we have as a result of cutting off and reconnecting your supply).

When payment is due
Payment is due on the date shown on your bill. You must pay the amount in full by the date shown on your bill unless we have agreed a different payment arrangement with you. If there is a genuine dispute about any amount, you must pay the amount you do not disagree with. When we have settled the matter, we may adjust the amount as a result. If you pay the bills jointly with other people, you are each responsible for paying all amounts until they are paid in full.

Refunding money we owe you
We may keep any money we owe you, and use any payments you make, to reduce any debt you owe us or any of our other group companies. We may do this if the debt is to do with supplying gas or electricity (or both) or the terms of your agreement. This will include any special terms you have agreed to. The amount we may keep will not be more than the amount you owe us.

Legal responsibility
You must pay any reasonable costs that arise if we have to take action because you break the terms of this agreement.

Nothing in this agreement affects our legal liability for causing death or personal injury if this is caused by our negligence. This agreement does not affect your legal rights, including your rights under the Consumer Protection Act 1987.

Gas or electricity (or both) used for business purposes
In these circumstances we are not legally responsible under this agreement for:

• claims made by someone else;
• any losses that are not our fault, or that we could not reasonably expect when we entered into this agreement; or
• any economic or financial loss (including loss of profit, income, opportunity, business contract or goodwill, or wasted expenses – this is not a full list).

If you have used gas or electricity (or both) for business purposes and we have to pay a higher rate of VAT or any other extra tax (such as climate change levy), we will ask you to pay these taxes in full (unless you can give us the exemption certificates we need for the taxes due).

If you are a business customer and we have supplied you as a residential customer by mistake, these terms and conditions will not apply. We will continue to supply you under our ‘deemed business terms’ unless you either sign up to an agreed set of business terms with us or you change to a different supplier. Deemed business terms are the terms that a business customer is supplied under if an agreed contract is not in place. (This is in line with the relevant conditions shown in the Electricity and Gas Acts). Please be aware that these terms may be more expensive than our other business terms.

The quality of your gas or electricity supplies (or both) and making sure they are continuous
Local network operators distribute the electricity or transport the gas that we supply to you (or both). They are responsible for the quality of the supply and for making sure that the supply to you is continuous, without interruptions, through the local network. This is not our responsibility as it is outside our reasonable control.

You have a separate connection agreement with the local electricity network operator, as described in part B below.

About your meter

Prepayment meters
You may ask us for a prepayment meter. We will install one for you if we reasonably can or, if you have a type of meter we can convert from a credit setting to a prepayment setting (either remotely by using the wireless network or by inserting a prepayment device into the meter), we may do that instead. Please remember that a prepayment meter may be more expensive than other ways to pay for energy.

We may ask you to pay for your gas or electricity (or both) through a prepayment meter on our prepayment terms. We may do this if:

• you failed our credit checks;
• a prepayment meter is already installed;
• we have reason to believe that someone has tampered with an existing meter; or
• you owe us money and by installing a prepayment meter we can avoid cutting off your gas or electricity (or both). (See below under ‘Cutting off your gas or electricity (or both)

Position of the meter
Our meter readers must have easy access to read your meter. The meter must also be in a safe, secure and weatherproof position. If it is not, or is not easy to get at, you must provide a suitable position and allow us to move the meter. You agree to pay our reasonable costs for moving the meter unless the unsuitable position was our fault or you are of state pension age, disabled, or chronically sick.

Access to your meter
In an emergency, you must allow us, and anyone we authorise, safe access to the meter at any time. We must also have access at all reasonable times if we need to:

• install, repair, remove or replace the meter;
• convert the meter from a credit setting to a prepayment setting (or vice versa) if this applies;
• read, test or inspect the meter; or
• cut off or reconnect your supply.

Who owns your meter?
A service provider (such as a metering agent or the network operator) owns your meter. If they transfer your meter to another service provider, you agree that both you and the new owner will continue to have the same rights and obligations as before.

Cutting off your gas or electricity (or both)
We have the right to cut off your gas or electricity (or both) in certain situations only. We may do this if:

• you do not pay the charges for gas or electricity (or both) within 28 days of the bill date and we have given you seven working days’ notice in writing that we plan to cut off your supply;
• you cannot pay your debts or have broken the terms of this agreement;
• you do not pay the deposit (we have the right to ask for a deposit as described above under ‘Asking for a deposit’); or
• it is not reasonable, in all the circumstances, for us to supply you.

We may fit a prepayment meter instead of cutting off your gas or electricity (or both) or, if you have a type of meter that we can convert from a credit setting to a prepayment setting (either remotely by using the wireless network, or by inserting a prepayment device into the meter), we may do this instead of cutting off your gas or electricity (or both). You must then pay for gas or electricity (or both) at our prepayment rates which may be more expensive than other ways of paying for your gas or electricity. We may also set the meter to collect any money you owe us. We will tell you if we do this. You must pay any costs we may reasonably ask for if we have to change, convert or reset your meter.

Restricting or cutting off your supply in an emergency
We may cut off your supply if we have to do so by law or in an emergency. We and the gas transporter who operates the network through which the gas is supplied to you, also have the right to tell you to restrict or stop your use of gas for the same reasons. You must then follow our instructions.

Costs
You must pay any costs we may reasonably ask for if we have to cut off and reconnect your supply for any of the reasons described above. Costs may include (but are not limited to) the cost of visits to your home. We will reconnect the supply only when you have paid the amount you owe for gas or electricity (or both) plus any costs we may charge under the terms of this agreement.

Ending this agreement and changing supplier

Moving home
You must give us at least two working days’ notice before you move home. You must also give us details of your new address and your final meter readings so that we can send you your final bill. If you have given us the correct notice, your agreement with us will end on the date you move out of the property. If you fail to give us the correct notice, your agreement will end either:

• two working days after you tell us that you have moved; or
• when someone else takes over the supply;

whichever is first.
Until your agreement ends, you will still be responsible for paying for any gas or electricity (or both) used at your old home. This means if you delay in telling us about your move, you may have to pay for any energy used during the period when nobody else was registered as taking the supply. If you do not give us your new address and we have to pay costs to trace you, we may add these costs to your final bill.

Your right to end this agreement
Your agreement with us will end if and when:

• you change supplier and the new supplier starts to supply your home; or
• we start to supply you under a new contract; or
• the supply is cut off because it is no longer needed.

Until then, this agreement will continue to apply and you must pay for all gas or electricity (or both) used up until it ends. We may prevent you from transferring to another supplier if you owe us money. You may end this agreement immediately if we lose our licence to supply gas or electricity (if this applies).

Our right to end this agreement
We may end this agreement by giving you 28 days’ notice in writing. We may end the agreement immediately if:

• you break any of its terms;
• you cannot pay your debts; or
• we lose our licence to supply gas or electricity (if this applies).

Transferring your details to a new supplier
We may give your new supplier any relevant details to help with the transfer. If you owe us money, we may object to your transfer, or transfer the debt to your new supplier for them to collect. We will give them full details of the amount you owe.

Ofgem can withdraw our supply licence in certain circumstances. To make sure you do not lose supply, Ofgem may give a ‘last resort supply direction’ to another supplier to take over the supply from us. If this happens, your agreement with us would end on the date the Ofgem direction took effect.

More about this agreement
Changes to these agreement terms
At any time, we may change the terms under which we supply gas or electricity (or both). If the changes are to your significant disadvantage, we will tell you about them no more than 65 working days after the changes begin to apply. If you do not accept the changes, you may end this agreement (as set out above under ‘Our charges’).

Our supply licence and general law
This agreement depends on general law, and we can enforce all our rights under our supply licence or by law.

Transferring our rights or subcontracting to another supplier
We may transfer any of our rights under this agreement to any other organisation. We may transfer any of our responsibilities to any other licensed supplier of gas or electricity (or both). We will tell you as soon as we reasonably can if we transfer any rights or responsibilities to another organisation. We may also subcontract anything we have agreed to do under this agreement. However, we will still be responsible for anything carried out by our subcontractors. None of this affects your right to end the agreement as described above under ‘Ending this agreement’.

Law
In any dispute, English law applies to this agreement.

Data protection notice
How we use the information you give us
We will use the information you give us, or which we legally receive from another organisation or person, to set up and manage your gas or electricity account (or both) with us. We may share it with all relevant industry organisations based on agreed industry processes. We may use it and share it with any npower group company to:

• help us identify you so we know who we are talking to;
• supply you with gas or electricity (or both);
• set up and otherwise manage your account, including collecting debts and improving our service to you;
• work out your bills;
• help prevent and detect fraud or loss;
• assess risk, carry out marketing (unless you have opted out) or market research, statistical analysis, test systems, improve the way that we run your accounts (including quality assurance) and analyse your account history; and
• train staff and monitor our services. This may mean that we record our conversations or our correspondence with you to make sure we are providing you with a good service and to make sure we keep to our legal and regulatory obligations.

If you have a meter installed at your property that can be connected to the wireless network (a ‘smart’ meter), we will gather information about the gas or electricity (or both) you use remotely and in real time (the equipment will automatically send us the information). We may use this information for the purposes set out above.

We may pass information about you to our agents and service providers for these purposes. This may involve passing your information outside of the European Economic Area (EEA) to countries that do not have the same data protection standards as we do in the UK. If we, or our agents and service providers, do this, we will make sure that it happens with the relevant legal protection in place. If we are asked, we may pass your information on for regulatory purposes to Ofgem (or any organisation which takes over Ofgem’s role), or as part of a government data-sharing initiative.

We may search the files of credit-reference agencies who will record the search. We may share information about how you deal with your account with other financial institutions, with credit-reference agencies and with fraud-prevention agencies. We may use this information to help us assess your ability to pay our bills and to make decisions about the products and services that we offer you.

We may use and record information about you or a member of your household. We may pass this information to social services, or to other organisations such as Help the Aged if you are in danger of being cut off and we believe you may need extra help. You or a member of your household may need this extra help as a result of your (or their) health, age, disability or financial circumstances.

If you have given us your mobile phone number or email address (or both), we may use the information to send you service messages or other similar information (by text message or email). The aim is to help us manage your account. We will not use the information for marketing purposes unless you have agreed that we can. You must let us know if your mobile phone number or email address changes so that we can keep this information up to date.

We will release your account details to any organisation we may transfer our rights or responsibilities to under this agreement.

If you take a product through Homeserve, we may pass your details to Homeserve Membership Ltd. They may contact you and use your information (and pass it on to their service providers and their own group of companies), to help manage your policy, and for training and statistical analysis.

You are entitled to see the personal information that we hold about you at any time. (If you write to, email or phone us and ask to see this information, it is known as a subject access request.) You may do this by calling us on 0845 602 6363 or by emailing customer.data@npower.com or by writing to:
Data Protection SARs Team
npower
Building Tio 2
Ground Floor
Traynor Way
Off Shotton Lane
Peterlee
County Durham
SR8 2RU.
When we receive your request we will send you a form to fill in and you will have to pay a fee of £10. If you do not return the form or pay the £10 fee, we will not be able to deal with your request.

Part B Electricity only
About this part of the agreement
By signing this agreement for an electricity supply, you are entering into two contracts. They are with:

• us at npower to supply electricity to your home; and
• your local network operator, to distribute electricity across a network so that we can supply electricity to you. The terms that will apply to you are shown below (‘National Terms of Connection’). Plain English Campaign’s Crystal Mark does not apply to the following text about the national terms of connection.

National terms of connection
Your supplier is acting on behalf of your network operator to make an agreement with you. The agreement is that you and your network operator both accept the national terms of connection (NTC) and agree to keep to its conditions. This will happen from the time that you enter into this contract and it affects your legal rights. The NTC is a legal agreement. It sets out rights and duties in relation to the connection at which your network operator delivers electricity to, or accepts electricity from, your home or business.

If you want a copy of the NTC or have any questions about it, please write to:
Energy Networks Association
6th Floor
Dean Bradley House
52 Horseferry Road
London
SW1P 2AF.
Phone: 020 7706 5137, or see the website at www.connectionterms.co.uk.

Plain English Campaign’s Crystal Mark does not apply to the following text about the electricity supply.

About the electricity supply
The local network operator is responsible for the characteristics of your electricity supply. The electricity delivered to your home through the network will normally be at one of the voltages shown below. It will have the following frequency, number of phases and margins of variation associated with it.

• connection voltage and permitted variations: at 400/230, 460/230 and 230 volts, plus 10% or minus 6%
• number of phases of supply: at 400/230 volts, three; at 460/230 volts and 230 volts, one
• frequency of supply and permitted variations: at all voltage levels, 50 hertz, plus or minus 1%.

If you need more explanation about these figures, please call your local electricity network operator who may be listed in your phone book under electricity distributors.

Where our electricity comes from
Between April 2008 and March 2009, the electricity we supplied was from the following fuel sources.
Coal 42%
Natural gas 42%
Nuclear 8%
Renewable (wind, hydro and solar power) 5%
Other 3%

The Direct Debit Guarantee
This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.

If there are any changes to the amount, date or frequency of your Direct Debit npower will notify you 10 working days in advance of your account being debited or as otherwise agreed. If you request npower to collect a payment, confirmation of the amount and date will be given to you at the time of the request.

If an error is made in the payment of your Direct Debit, by npower or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.

If you receive a refund you are not entitled to, you must pay it back when npower asks you to.

You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.

Revised December 2009

back to top

 

Special Terms and Conditions – npower Online Tariffs

These additional terms and conditions ("Online Tariff Terms") apply to our “Sign Online” and “Web” online tariffs each as available from time to time (“Online Tariff(s)”) in addition to our Standard Terms for Supplying Electricity and Gas ("Standard Terms"). Terms defined in the Standard Terms shall have the same meaning in these additional terms. If there is any conflict between the Online Tariff Terms and the Standard Terms, the Online Tariff Terms will prevail.

1. Prices, payment and meter readings

You agree to pay our charges based on our current prices for your area applicable to the version of our Online Tariffs that you opted for.

You must pay any charges due to us by monthly Direct Debit. If you cease to make payments by monthly Direct Debit, or if you fail to provide initial payment account details within 7 days of request from us, you will revert to our standard prevailing tariff for quarterly billed customers for your area on our Standard Terms alone.

Your Direct Debit payments will be reviewed periodically to monitor payments against consumption and such review may result in adjustments for outstanding balances.

Our Online Tariffs are not available to Premises fitted with a prepayment meter. If it is, or becomes, a requirement for supply that you take supply through a prepayment meter on our prepayment terms, or you already have a prepayment meter, you will not be eligible for your relevant Online Tariff and you will revert to our standard prevailing tariff for prepayment customers for your area on our Standard Terms alone.

You may notify us at any time if you wish to switch to another tariff or stop paying by monthly Direct Debit. You will not then be eligible for your relevant Online Tariff and you will revert to your chosen tariff or our standard prevailing tariff for quarterly billed customers (as appropriate) for your area on our Standard Terms alone.

You must notify us immediately of any changes to your bank account, including any which affect your ability to regularly pay by Direct Debit.

Our available Online Tariff prices may be replaced from time to time. Any replacement or alternative online tariff may offer lower prices. Some may only be available to new customers of us.

2. Eligibility and obligations of Online Tariff customers

In order to take up and remain on our Online Tariffs you must:

• be a new customer of ours (or any other npower group company) unless we permit otherwise;
• apply for supply to your Premises online at npower.com or via an online energy broker service;
• take supply at the Premises wholly or mainly for domestic purposes;
• be supplied via a meter at the Premises which is a credit meter that supports either single or two rate metering that has no reference to another meter at the Premises;
• provide valid and correct Direct Debit details with your application, have a bank or building society account that supports monthly Direct Debit and you maintain regular and continuous monthly payments by this method;
• provide your email address and inform us if it changes;
• use npower.com as your primary method of contact with customer services;
• receive your bills online by - registering for paperless bills at npower.com/mynpower within 30 days of receiving your account number
• provide meter reads online when requested
• notify us immediately online of changes to any of your details;
• conduct your relevant Online Tariff account in accordance with any features of the tariff that exist when you contract with us or that we may introduce from time to time. You will be notified of such changes and any additional terms and conditions that may apply to your Online Tariff.

We reserve the right to transfer you to our standard prevailing tariff for quarterly billed or prepayment customers (as appropriate) on our Standard Terms alone if you do not comply with any of the eligibility criteria above upon or at any time after your application.

Revised 20 July 2009

back to top

 

Additional Terms for Fixed 2011 and Tracker tariffs

Additional terms for supplying electricity and gas to domestic customers who choose our Fixed Price, Capped Price or Tracker Price offer

Who these additional terms apply to

These additional terms apply to you if:

• we (npower) supply your electricity or gas (or both);
• you are a domestic customer;
• you have chosen our Fixed Price, Capped Price or Tracker Price offer (which we call a ‘Price Control Offer’ in these additional terms); and
• we have agreed to supply you under our Price Control Offer (there is limited availability for these terms).

These terms do not replace our ‘Standard terms for supplying electricity and gas to domestic customers’ but are in addition to them.

You cannot choose our Price Control Offer if:

• you pay on a prepayment tariff and have a prepayment meter; or
• you pay on a non-standard tariff, where our charges are not wholly based on a single rate standard domestic tariff (or two rate economy 7 tariff for electricity).

When these terms start
These terms apply from the date when we agree we will supply you under our Price Control Offer.

When these terms end
These terms apply until the stated end date of the offer you have chosen (which we call the ‘Price Control Period’ in these additional terms), or until you cancel your Price Control agreement or it ends early as referred to below. After the end of the Price Control Period or the cancellation or end of your Price Control Agreement, we will supply you on our ‘Standard terms for supplying electricity and gas to domestic customers’ alone.

Changing your mind
You can cancel your Price Control Agreement within 14 days from the date when we tell you that we have agreed to supply you under our Price Control Offer. To do this, simply write to us at npower, PO Box 9647, Oldbury B69 2PZ, stating that you want to cancel your Price Control Agreement. If your Price Control Agreement is cancelled but you continue to take supply from us, we will continue to supply you on our standard (offline) variable prices under our ‘Standard terms for supplying electricity and gas to domestic customers’ as if you had never applied for the Price Control Offer.

Our charges
You agree to pay our charges for your gas or electricity (or both), in line with the Price Control Offer you have chosen, for the Price Control Period or until your Price Control Agreement ends. We may change our prices if we are required to do so by law or by our supply licence. At the end of the Price Control Period, or at the end of your Price Control Agreement if this is earlier, the prices will return to our standard (off-line) variable prices applicable to you, unless we have agreed alternative terms with you or we have another offer that we feel may be suitable for you and we inform you that you will be placed on those terms and you do not tell us that you do not wish to take that offer. You would be able to return to standard pricing as described in the paragraph "Ending this agreement".

Changing your tariff
If you:

• change your tariff during the Price Control Period, for a fuel covered by your Price Control Agreement;
• choose to change to another tariff that was eligible for a Price Control Offer at the time you were accepted for the original Price Control Offer (for example from Economy 7 to Standard Domestic); and
• tell us when requesting that change that you want to continue on the Price Control Agreement after the tariff change;

then our Price Control Offer prices applicable to that tariff will apply for the remainder of the Price Control Period.
These are as follows:

• For Fixed Price or Capped Price offers, the price for the new tariff will be the Price Control Offer price for that tariff as at the date it was determined for your original tariff.
• For Tracker Price offers, the initial price will be the price applying at the date of your tariff change.

If you do not tell us when you change tariff that you wish to continue with the Price Control Agreement, your Price Control Agreement will end for that fuel when the tariff changes and you will not be able to switch back to that particular Price Control Offer at any time in the future.

If you change to another tariff that was not eligible for a Price Control Offer at the time you were accepted for the original Price Control Offer, for example if you change to a prepayment tariff (either at your request or as required by us), your Price Control Agreement will end for that fuel.

Ending this agreement
If you choose to end your Price Control Agreement to switch to another npower tariff you can do so without penalty but you will not be able to switch back to that particular Price Control Offer at any time in the future.

Moving home
If you move home your Price Control Agreement will normally end, but you may be able to transfer it to your new home if: your gas or electricity (or both) is provided on a single rate standard domestic tariff (or two rate economy 7 tariff for electricity);

• you do not have a prepayment meter;
• you ask us to transfer the Agreement to your new home when you tell us about your change of address; and
• we agree to continue with the Agreement at your new home.

If we agree, the prices you will pay for your supplies for the rest of the Price Control Period will be the prices under the equivalent Price Control Offers applicable to your new home at the time you were originally accepted for the Price Control Offer (which may be different from the prices in your present home). These are as follows:

• For Fixed Price or Capped Price offers these will be the prices in force at the date you originally entered into this Price Control Agreement.
• For Tracker Price offers these will initially be the prices in force at the date of your move.

Revised July 2008

back to top

 

Additional Terms for npower ONE tariff

These terms are in addition to and do not replace npower’s Standard terms for supplying electricity and gas to domestic customers.

npower ONE offers gas and electricity at our standard variable prices with two free Gas Boiler Repairs at your energy supply address until 30th November 2010. We may offer you an alternative to Gas Boiler Repair if we choose.

Your Free Gas Boiler Repair is provided by npower hometeam under the terms and conditions for Fixed Price Repairs, these are available at: www.npower.com/web/hometeam/FixedPriceRepair/Termsandconditions/index.htm or by phoning 0800 0722 999. They will also be provided to you prior to any repair being undertaken at your energy supply address.

Should you switch to the npower ONE offer, you will lose any benefits of your previous npower tariff and may not be able to return to that tariff later.

These additional terms apply to you if:

• we (npower) supply your gas and electricity;
• you are a domestic customer;
• you agree to pay your energy bills by monthly Direct Debit, quarterly variable Direct Debit, or any other payment method that we may agree with you from time to time;
• you pay on the prevailing standard variable tariff where our charges are wholly based on a single rate metered standard domestic tariff (or two rate metered economy 7 tariff for electricity);
• you are a homeowner;
• your boiler at your home is eligible for the Gas Boiler Repair; and
• you have chosen and we have agreed to supply you on our npower ONE offer.

If at any time you stop paying by Direct Debit or you do not meet any of these eligibility criteria or do not comply with the terms of the npower ONE offer, we may transfer you to our standard (off-line) variable prices applicable to you, and you will no longer be eligible for the free Gas Boiler Repairs and you may not be able to switch back to the npower ONE offer at any point in the future.

You cannot be supplied on our npower ONE offer:

• if your supply is through a prepayment meter; or
• if we only supply you with one fuel; or
• whilst remaining on or moving to any other npower product or tariff; or
• you are not the property owner.

Offer Period
These terms apply from the date when we agree we will supply you under our npower ONE offer until 30th November 2010 or any earlier date on which you/we change your tariff and your npower ONE Agreement ends. We call this the npower ONE Period.

Free Gas Boiler Repair
Your free Gas Boiler Repair covers 2 repairs upto the value of £600 (including callout, parts, labour and VAT) each. If the value of the repair is greater than £600, the engineer will provide a quotation for any additional work. If you accept the quotation you agree to pay for any additional work above £600. Only one free repair may be redeemed per call out request.

The Gas Boiler Repair excludes repairing or replacing heat exchangers, hot water cylinders, radiators or blockages, scale and sludge in your system.

Repairs must be authorised and carried out by npower hometeam. Any repairs carried out by an unauthorised contractor will not be reimbursed by npower.

If we are unable to repair your gas boiler (for example, if parts are no longer available), then npower hometeam will provide a discount of £450 off the installation of a new boiler, where npower hometeam provide and install the new boiler.

There are certain eligibility criteria and exclusions that apply to your free Gas Boiler Repair, please refer to npower hometeam terms and conditions for Fixed Price Repairs for full information on your Gas Boiler Repair.

Our charges
During the npower ONE Period our prices for electricity and gas will be our standard variable prices applicable to your area and indicated in the npower ONE offer, on the opening date of the offer.

When this Agreement ends
We will write to you within 14 days of your npower ONE Period ending and if you continue to take supply from us, we will place you on another suitable npower product, which may carry a premium (the “New Product”). You will be supplied on the terms of the New Product offer until you inform us that you no longer wish to be supplied on the New Product offer. You will still be able to return to standard variable prices, or any other npower tariff that we may agree with you at any time.

Changing your mind
You can cancel your npower ONE Agreement within 28 days from the date when we tell you that we have agreed to supply you under the npower ONE offer. To do this, simply write to us at npower, PO Box 9647, Oldbury B69 2PZ, stating that you want to cancel your npower ONE Agreement. If your npower ONE Agreement is cancelled but you continue to take supply from us, we will continue to supply you on our normal standard variable prices under our ‘Standard terms for supplying electricity and gas to domestic customers’ as if you had never been supplied on the npower ONE offer.

Changing supplier
If you change your supplier of electricity or gas, or both, to which your npower ONE Agreement applies, you will no longer be eligible for the npower ONE offer.

Changing your tariff
If you change your tariff during the npower ONE Period for an alternative npower tariff you will no longer be eligible for the npower ONE offer and will be supplied under the terms of your new tariff, and you may not be able to switch back to the npower ONE offer at any point in the future.

Moving home
If you move home your npower ONE Agreement will normally end, but you may be able to transfer it to your new home if:

• your electricity and gas is supplied by npower and is provided on a single rate standard domestic tariff (or two rate economy 7 tariff for electricity); and
• you are the homeowner; and
• you do not have a prepayment meter; and
• you ask us to transfer the Agreement to your new home when you tell us about your change of address;
• your boiler at your new home is eligible for the Gas Boiler Repair; and
• we agree to continue with the Agreement at your new home.

If we agree, the prices you will pay for your supplies for the rest of the npower ONE Period will be the prices under the npower ONE offer applicable to your new home. Those prices may be different from the prices in your present home, for example due to regional variations in our prices, or different metering, or gas being supplied by an independent gas transporter.

back to top

 

npower Online Price Control Agreement for Go Fix and Go Fix XL

These terms are in addition to and do not replace npower’s Standard Terms for Supplying Electricity and Gas (“Standard Terms”). Terms defined in the Standard terms shall have the same meaning in these additional terms. If there is any conflict between these terms and the Standard Terms, these terms will prevail.

Go Fix and Go Fix XL are only available online and offer a price fix till 31st December 2010. Charges will be based on our current prices for your area that you opted for.

Should you switch to the Go Fix or Go Fix XL offer, you will lose any benefits of your previous npower tariff and may not be able to return to that tariff later.

In order to take up and remain on our Go Fix or Go Fix XL you must:

• be a new customer of ours (or any other npower group company) unless we permit otherwise;
• be a new customer of ours (or any other npower group company) unless we permit otherwise;
• apply for supply to your Premises online at npower.com or via an online energy broker service;
• we (npower) supply your gas and/or electricity
• be a domestic customer;
• agree to pay your energy bills by monthly direct debit;
• provide your email address and inform us if it changes;
• use npower.com as your primary method of contact with customer service;
• receive your bills online by - registering for paperless bills at npower.com/mynpower within 30 days of receiving your account number
• provide meter reads online when requested
• notify us immediately online of changes to any of your details;
• conduct your online account with any new features we may introduce and notify you of from time to time;
• pay on the tariff where our charges are wholly based on a single rate metered standard domestic tariff (or two rate metered economy 7 tariff for electricity); and
• have chosen and we have agreed to supply you on our Go Fix or Go-Fix XL offer

If at any time you do not meet any of these eligibility criteria or do not comply with the terms of the Go Fix or Go Fix XL offer, we may transfer you to our to our standard (off-line) variable prices applicable to you, and you may not be able to switch back the Go Fix or Go Fix XL offer at any point in the future.

You cannot be supplied on our Go Fix or Go Fix XL offer if your supply is through a prepayment meter.

Online Price Control Period
These terms apply from the date when we agree we will supply you under our Go Fix or Go Fix XL offer until 31st December 2010 or any earlier date on which you change your tariff or you do not meet the eligibility criteria and your Online Price Control Agreement ends. We call this the Online Price Control Period.

Our charges
During the Online Price Control Period our prices for electricity and gas will be fixed at the current prices for your area that you opted for online at sign-up, these being the prices indicated in the Go Fix or Go Fix XL offer, applicable to your area on the opening date of the offer. The only exception to this is if any charge or cost is imposed by or as a consequence of any action, order, decision or imposition by any governmental, statutory or licensing authority, and, when added to our charges at the time, this causes our prices to exceed the fixed price.

At the end of your agreement
At the end of your Online Price Control Period or at the end of your Online Price Control Agreement if earlier, and you continue to take supply from us, we will place you on our standard online price for your area, which may be higher than your current Go Fix or Go-Fix XL offer, unless we have agreed alternative terms with you or we have another offer that we feel may be suitable for you and we inform you that you will be placed on those terms and you do not tell us that you do not wish to take that offer.

Changing your mind
You can cancel your Go Fix or Go Fix XL Agreement within 14 days from the date when we tell you that we have agreed to supply you under the Go Fix or Go Fix XL offer. To do this, simply write to us at npower, PO Box 9647, Oldbury B69 2PZ, stating that you want to cancel your Online Price Control Agreement. If your Online Price Control Agreement is cancelled but you continue to take supply from us, we will continue to supply you on our normal standard prices under our 'Standard terms for supplying electricity and gas to domestic customers’ as if you had never been supplied on the Go Fix and Go Fix XL offer.

Changing supplier
If you change your supplier for electricity or gas, or both, to which your Online Price Control Agreement applies, you will no longer be eligible for the Go Fix or Go Fix XL offer.

Changing your tariff
If you change your tariff during the Online Price Control Period for an alternative npower tariff you will no longer be eligible for the Go Fix or Go Fix XL offer and will be supplied under the terms of your new tariff, and you may not be able to switch back to the Go Fix or Go Fix XL offer at any point in the future.

Moving home
If you move home your Online Price Control Agreement will end.

back to top

 

npower Additional Terms for Go Save

These terms are in addition to and do not replace npower’s Standard Terms for Supplying Electricity and Gas ("Standard Terms").  Terms defined in the Standard terms shall have the same meaning in these additional terms.  If there is any conflict between these terms and the Standard Terms, these terms will prevail.

Go Save is only available online and offers standard (off-line) variable prices with a £5 discount per fuel per year ("Go Save Discount") for managing your energy account online and meeting the eligibility criteria below.  Charges will be based on our current prices for your area that you opted for.

Should you switch to the Go Save tariff, you will lose any benefits of your previous npower tariff and may not be able to return to that tariff later.

In order to take up and remain on our Go Save tariff you must:

• apply for supply to your Premises online at npower.com or via an online energy broker service;
• we (npower) supply your gas and/or electricity ;
• be a domestic customer;
• agree to pay your energy bills by monthly direct debit;
• provide your email address and inform us if it changes;
• use npower.com as your primary method of contact with customer service;
• receive your bills online by - registering for paperless bills at npower.com/mynpower within 30 days of receiving your account number
• provide meter reads online when requested
• notify us immediately online of changes to any of your details;
• conduct your online account with any new features we may introduce and notify you of from time to time;
• pay on the tariff where our charges are wholly based on a single rate metered standard domestic tariff (or two rate metered economy 7 tariff for electricity); and
• have chosen and we have agreed to supply you on our Go Save tariff.

If at any time you do not meet any of these eligibility criteria for managing your account online or do not comply with the terms of the Go Save tariff, we may transfer you to our to our standard (off-line) variable prices applicable to you, and you may not be able to switch back to the Go Save tariff at any point in the future.

You cannot be supplied on our Go Save tariff if your supply is through a prepayment meter.

When this Agreement ends
These terms apply from the date when we agree we will supply you under our Go Save tariff until you/we change your tariff/supplier and your Go Save Agreement ends.  We call this the Go Save Period.

Our charges
During the Go Save Period our prices for electricity and gas will be our standard (off-line) variable prices, applicable to your area that you opted for online at sign-up and indicated in the Go Save tariff.

Go Save Discount
Your Go Save Discount will be shown as a pro-rata discount off your energy bill for as long as you remain on the Go Save tariff.

Changing your mind
You can cancel your Go Save Agreement within 14 days from the date when we tell you that we have agreed to supply you under the Go Save tariff. To do this, simply write to us at npower, PO Box 9647, Oldbury B69 2PZ, stating that you want to cancel your Go Save Agreement. If your Go Save Agreement is cancelled but you continue to take supply from us, we will continue to supply you on our normal standard prices under our ‘Standard terms for supplying electricity and gas to domestic customers’ as if you had never been supplied on the Go Save tariff.

Changing supplier
If you change your supplier for electricity or gas, or both, to which your Go Save Agreement applies, you will no longer be eligible for the Go Save tariff.

Changing your tariff
If you change your tariff for an alternative npower tariff you will no longer be eligible for the Go Save tariff and will be supplied under the terms of your new tariff, and you may not be able to switch back to the Go Save tariff at any point in the future.

Moving home
If you move home your Go Save Agreement will normally end, but you may be able to transfer it to your new home if:

• your electricity and gas is supplied by npower and is provided on a single rate standard domestic tariff (or two rate economy 7 tariff for electricity); and
• you do not have a prepayment meter; and
• you ask us to transfer the Agreement to your new home when you tell us about your change of address;
• you continue to meet the eligibility criteria of the Go Save tariff; and
• we agree to continue with the Agreement at your new home.

If we agree, the prices you will pay for your supplies for the rest of the Go Save Period will be the prices under the Go Save tariff applicable to your new home. Those prices may be different from the prices in your present home, for example due to regional variations in our prices, or different metering, or gas being supplied by an independent gas transporter.

back to top

 

npower Price Control Agreement Price Cap Reward offer

These terms in this Price Control Agreement are in addition to and do not replace npower’s Standard terms for supplying electricity and gas to domestic customers. Words which are defined in our Standard terms for supplying electricity and gas to domestic customers shall have the same meaning in this Price Control Agreement.

The Price Cap Reward offer is a premium capped product

The price cap for electricity is:

• 6.54p kWh (ex VAT) per primary block unit (the "Premium") above our standard tariff payable on the electricity primary block as at 09/11/09; and
• our standard tariff rate payable on the electricity secondary block as at 09/11/09

The price cap for gas is set at our standard tariff payable as at 09/11/09.

The £100 Credit (the "Credit") will be applied to your electricity account after 14th December 2010 and will be shown on your first energy statement thereafter.

Should you switch to the Price Cap Reward offer, you will lose any benefits of your previous npower tariff and may not be able to return to that tariff later.

These additional terms apply to you if:

• we (npower) supply your gas and electricity (or electricity only in the absence of a mains gas connection);
• you are a domestic customer;
• you agree to pay your energy bills by monthly Direct Debit or quarterly variable Direct Debit
• you pay on the prevailing standard variable tariff where our charges are wholly based on a single rate metered standard domestic tariff (or two rate metered economy 7 tariff for electricity); and
• you have chosen and we have agreed to supply you on our Price Cap Reward offer.

If at any time you do not meet any of these eligibility criteria  ("Eligibility Criteria") or do not comply with the terms of the Price Cap Reward offer, we may transfer you to our standard (off-line) variable prices applicable to you, and you may not be able to switch back to the Price Cap Reward offer at any point in the future.

You cannot be supplied on our Price Cap Reward offer:

• if your supply is through a prepayment meter; or
• if we only supply you with one fuel (except in the absence of a mains gas connection); or 
• whilst remaining on any other tariff such as "Standard"; "Energy Discount"; "Fixed 2011"; "Juice"; "National Trust"; and any online tariff; and/or
• whilst you are benefiting from one of our other offers which we decide cannot be used together with the Price Cap Reward  (such as the "Energy Bonus" and "npower ONE").

Price Control Period
These terms apply from the date when we agree we will supply you under our Price Cap Reward offer until the earlier of:

• 31st December 2010;
• the date you change your tariff with us;
• the date you cease to meet any of the Eligibility Criteria;
• except where we agree otherwise with you, the date you permanently leave the address where we provide you with the Price Cap Reward; and
• the date we terminate our agreement with you in accordance with our 'Standard terms for supplying electricity and gas to domestic customers'.

We call this the "Price Control Period".

The Credit
In order to be eligible for the £100 Credit you must remain a Price Cap Reward customer for gas and electricity (or electricity only in the absence of a mains gas connection) and pay continuously by Direct Debit until 14th December 2010.

The Credit will be applied by us to your electricity account and can only be used against charges made by us on that account at the address where we provide you with the Price Cap Reward tariff.

The Credit cannot be paid to you in cash or in any other way than that stated above.

Our charges during the Price Control Period
During the Price Control Period our prices for electricity and gas will not exceed the capped levels set out above.

The only exception to this is if any charge or cost is imposed by or as a consequence of any action, order, decision or imposition by any governmental, statutory or licensing authority, and, when added to our charges at the time, this causes our prices to exceed the capped level. We will let you know about this in the same way as we let you know about all changes to our charges under our Standard terms for supplying electricity and gas to domestic customers.

If, during the Price Control Period, the prevailing npower standard rates for electricity and/or gas fall below our standard tariff payable as at 09/11/09 then we will charge you the lower amount. For electricity, you will still be required to pay the Premium for each primary block unit.

Our charges after the Price Control Period ends
We will write to you within 14 days of your Price Control Period ending and if you continue to take supply from us, we will place you on another suitable npower product, which may carry a premium (the "New Product").  You will be supplied on the terms of the New Product offer until you inform us that that you no longer wish to be supplied on the New Product offer.  You will still be able to return to standard variable prices, or any other npower tariff that we may agree with you at any time.

Changing your mind
You can cancel this Price Control Agreement within 28 days from the date when we tell you that we have agreed to supply you under this Price Control Agreement. To do this, simply write to us at npower, PO Box 9647, Oldbury B69 2PZ, stating that you want to cancel this Price Control Agreement. If this Price Control Agreement is cancelled but you continue to take supply from us, we will continue to supply you on our normal standard variable prices under our 'Standard terms for supplying electricity and gas to domestic customers'.

Changing supplier
If you change your supplier of electricity or gas, or both, to which this Price Control Agreement applies, you will no longer be eligible for the Price Cap Reward offer.

Changing your tariff
If you change your tariff during the Price Control Period for an alternative npower tariff you will no longer be eligible for the Price Cap Reward offer and will be supplied under the terms of your new tariff, and you may not be able to switch back to the Price Cap Reward offer at any point in the future.

Moving home
If you move home this Price Control Agreement will normally end, but you may be able to transfer it to your new home if you continue to meet the Eligibility Criteria and:

• your electricity and gas (or electricity only in the absence of a mains gas connection) is provided on a single rate standard domestic tariff (or two rate economy 7 tariff for electricity); and
• you do not have a prepayment meter; and
• you ask us to transfer the Agreement to your new home when you tell us about your change of address; and
• we agree to continue with the Price Control Agreement at your new home.

If we agree, the prices you will pay for your supplies for the rest of the Price Control Period will be the prices under the Price Cap Reward offer applicable to your new home. Those prices may be different from the prices in your present home, for example due to regional variations in our prices, or different metering, or gas being supplied by an independent gas transporter.

back to top

 

npower Additional Terms for Sign Online 17 and WEB 17 Offers

These terms are in addition to and do not replace npower’s Standard Terms for Supplying Electricity and Gas (“Standard Terms”). Terms defined in the Standard terms shall have the same meaning in these additional terms. If there is any conflict between these terms and the Standard Terms, these terms will prevail.

Sign Online 17 and WEB 17 are only available online and offer current Sign Online 17 and WEB 17 prices applicable to your area that you opted for when taking electricity and gas until 31st March 2011.

Should you switch to the Sign Online 17 or WEB 17 offer, you will lose any benefits of your previous npower tariff and may not be able to return to that tariff later.

In order to take up and remain on our Sign Online 17 or WEB 17 offer you must:

• you must be a new customer of ours (or any other npower group company) unless we permit otherwise;
• apply for supply to your Premises online at npower.com or via an online energy broker service;
• we (npower) supply your gas and electricity;
• be a domestic customer;
• agree to pay your energy bills by monthly direct debit;
• provide your email address and inform us if it changes;
• use npower.com as your primary method of contact with customer service;
• receive your bills online by - registering for paperless bills at npower.com/mynpower within 30 days of receiving your account number;
• provide meter reads online when requested;
• notify us immediately online of changes to any of your details;
• conduct your online account with any new features we may introduce and notify you of from time to time;
• pay on the tariff where our charges are wholly based on a single rate metered standard domestic tariff (or two rate metered economy 7 tariff for electricity); and
• have chosen and we have agreed to supply you on our Sign Online 17 or WEB 17 offer.

If at any time you do not meet any of these eligibility criteria or do not comply with the terms of the Sign Online 17 or WEB 17 offer, we may transfer you to our standard (off-line) variable prices applicable to you, and you may not be able to switch back to the Sign Online 17 or WEB 17 offer at any point in the future.

You cannot be supplied on our Sign Online 17 or WEB 17 offer if your supply is through a prepayment meter.

Offer Period
These terms apply from the date when we agree we will supply you under our Sign Online 17 or WEB 17 offer until 31st March 2011 or an earlier date on which you/we change your tariff/supplier and your Sign Online 17 or WEB 17 Agreement ends. We call this the Sign Online 17 and WEB 17 Period.

Our charges
Our prices for electricity and gas will be our current Sign Online 17 and WEB 17 prices, applicable to your area.

Sign Online 17 and WEB 17 prices may vary during the Sign Online 17 and WEB 17 Period.

Our available online tariff prices may be replaced from time to time. Any replacement or alternative online tariff may offer lower prices. Some may only be available to new customers of ours.

When this Agreement ends
If you continue to take supply from us at the end of your Sign Online 17 or WEB 17 Period, we will place you on our standard online product (“Go-Save”), which may be more expensive than Sign Online 17 or WEB 17.

Changing your mind
You can cancel your Sign Online 17 or WEB 17 Agreement within 14 days from the date when we tell you that we have agreed to supply you under the Sign Online 17 or WEB 17 offer. To do this, simply write to us at npower, PO Box 9647, Oldbury B69 2PZ, stating that you want to cancel your Sign Online 17 or WEB 17 Agreement. If your Sign Online 17 or WEB 17 Agreement is cancelled but you continue to take supply from us, we will continue to supply you on our normal standard (off-line) variable prices under our ‘Standard terms for supplying electricity and gas to domestic customers’ as if you had never been supplied on the Sign Online 17 or WEB 17 offer.

Changing supplier
If you change your supplier for electricity or gas, or both, to which your Sign Online 17 or WEB 17 Agreement applies, you will no longer be eligible for the Sign Online 17 or WEB 17 offer and will incur an Early Exit Fee.

Changing your tariff
If you change your tariff for an alternative npower tariff you will no longer be eligible for the Sign Online 17 or WEB 17 offer and will be supplied under the terms of your new tariff, and you may not be able to switch back to the Sign Online 17 or WEB 17 offer at any point in the future and will incur an Early Exit Fee.

Early Exit Fee
If before 31st March 2011 you change your supplier or tariff for electricity or gas, or both, to which your Sign Online 17 or WEB 17 Agreement applies, you agree to pay a termination fee of £20 in respect of each such fuel. If you have been paying your energy bills by Direct Debit, you agree that we may also take this fee by Direct Debit.

Moving home
If you move home your Sign Online 17 or WEB 17 Agreement will normally end, but you may be able to transfer it to your new home if:

• your electricity and gas is supplied by npower and is provided on a single rate standard domestic tariff (or two rate economy 7 tariff for electricity); and
• you do not have a prepayment meter; and
• you ask us to transfer the Agreement to your new home when you tell us about your change of address;
• you continue to meet the eligibility criteria of the Sign Online 17 or WEB 17 offer; and
• we agree to continue with the Agreement at your new home.

If we agree, the prices you will pay for your supplies for the rest of the Sign Online 17 or WEB 17 Period will be the prices under the Sign Online 17 or WEB 17 offer applicable to your new home. Those prices may be different from the prices in your present home, for example due to regional variations in our prices, or different metering, or gas being supplied by an independent gas transporter.

back to top

 

Additional Terms for the Freedom Standard offer

These terms are in addition to and do not replace npower's Standard terms for supplying electricity and gas to domestic customers.

Freedom Standard offers gas and electricity at our prevailing standard (off-line) variable prices with Reward Money paid to the named Barclaycard Freedom Reward Account (subject to eligibility).

If you are an existing npower customer and switch to the Freedom Standard offer, you will lose any benefits of your previous npower tariff and may not be able to return to that tariff later.

These additional terms apply to you if:

• we (npower) supply your gas and electricity (or electricity only in the absence of a mains gas connection);
• you are a domestic customer;
• you agree to pay your energy bills by monthly Direct Debit, or quarterly variable Direct Debit;
• you pay on the prevailing standard (off-line) variable price where our charges are wholly based on a single rate metered standard domestic tariff (or two rate metered economy 7 tariff for electricity);
• you hold an eligible Barclaycard and meet the eligibility criteria set out in the Barclaycard Freedom Reward Money Terms and Conditions at www.barclaycard.co.uk/freedomterms;
• your supply address and your Barclaycard billing address are the same;
• you have chosen and we have agreed to supply you on our Freedom Standard offer.

If at any time you stop paying by Direct Debit or you do not meet any of the eligibility criteria above or do not comply with the terms of the Freedom Standard offer, we may transfer you to our prevailing standard (off-line) variable prices applicable to you, and you will no longer be eligible to receive Reward Money from us and you may not be able to switch back to the Freedom Standard offer at any point in the future.

You cannot be supplied on our Freedom Standard offer:

• if your supply for either fuel is through a prepayment meter; or
• if we only supply you with one fuel (except in the absence of a mains gas connection); or
• whilst remaining on or moving to any other npower product or tariff for either fuel.

When this Agreement Ends

These terms apply from the date when we agree we will supply you under our Freedom Standard offer until you/we change your tariff/supplier or you are no longer eligible for the Freedom Standard offer and your Freedom Standard Agreement ends.

We will write to you within 14 days of the Freedom Standard offer coming to an end to advise you of another suitable offer. If you continue to take supply from us, we will place you on our prevailing standard (off-line) variable prices or any other npower tariff that we may agree with you at any time.

Freedom Standard Reward Money

Any direct debit discount you are eligible for, after moving to/opting for the Freedom Standard offer, will be paid to you as Reward Money on your Barclaycard Freedom Reward Account and will not be credited to your energy account.

There are specific Barclaycard Freedom Reward Money Terms and Conditions that apply to your Reward Money, please refer to www.barclaycard.co.uk/freedomterms for full information on your Reward Money.

Our charges

During the Freedom Standard offer our prices for electricity and gas will be our prevailing standard (off-line) variable prices applicable to your area.

Changing your mind

You can cancel your Freedom Standard Agreement within 28 days from the date when we tell you that we have agreed to supply you under the Freedom Standard offer. To do this, simply write to us at npower, PO Box 9647, Oldbury B69 2PZ, stating that you want to cancel your Freedom Standard Agreement. If your Freedom Standard Agreement is cancelled but you continue to take supply from us, we will continue to supply you on our normal standard (off-line) variable prices under our ‘Standard terms for supplying electricity and gas to domestic customers’ as if you had never been supplied on the Freedom Standard offer.

Changing supplier

If you change your supplier of electricity or gas, or both, to which your Freedom Standard Agreement applies, you will no longer be eligible for the Freedom Standard offer and will not receive any Reward Money from us on your Barclaycard Freedom Account.

Changing your tariff

If you change your tariff for an alternative npower tariff you will no longer be eligible for the Freedom Standard offer and will not receive any Reward Money payments from us to your Barclaycard Freedom Account and will be supplied under the terms of your new tariff, and you may not be able to switch back to the Freedom Standard offer at any point in the future.

Moving home

If you move home your Freedom Standard Agreement will normally end, but you may be able to transfer it to your new home. Contact our Home Movers Team to check.

back to top