3.1. You’re responsible for paying Symbio Energy for your energy until this Agreement ends or until you stop using services provided by us, whichever is later.
3.2 Symbio Energy Limited will in the main only offer paperless billing to reduce the cost of credit control. Credit control is an additional avoidable cost which increases energy prices to customers. It is also more sustainable for the environment by not printing on paper. Customers wanting to use Symbio Energy Limited as a supplier will need to provide the following to qualify for Symbio Energy Limited tariffs. Symbio Energy will waive certain
terms for vulnerable customers or customers who require financial assistance. Vulnerable, elderly customers are encouraged to call our customer services department and we will be happy to assist.
• Valid e-mail address – customers must provide a valid e-mail address.
• Valid Phone number – customers must provide a valid UK phone number. A mobile number is preferred and customers must allow Symbio Energy to contact them via text about pertinent issues regarding the contract. Landlines are also acceptable.
•Valid Direct Debit Details and Authority – sometimes incorrect or invalid bank account detailed are provided. In some instances, an account number is provided which does not accept direct debits. This would be deemed as an invalid direct debit account.
• Valid MPAN number – the MPAN number is the unique electricity supply number for your property. Sometimes properties have more than one MPAN number or more than one meter. It is the responsibility of the customer to provide correct details or a copy of a previous bill with the correct MPAN number to Symbio Energy.
• Accurate estimates of property and its energy usage. These can be found on old bills or
Symbio Energy can assist in ascertaining these.
• Details of any other authorized person who may operate the account and their details.
With system enhancements, Symbio Energy may ask for passwords and specific
information which provides confidential authority to operate the account. This is a security
measure to stop unauthorized parties from access to your energy account.
3.3 We’ll calculate the charges for your energy using:
•3.3.5. Half hourly commercial customers have additional charges applied due to the amount of energy that is consumed, such as capacity charges. These will be transparent and detailed on the estimated quote provided before the switch.
• 3.3.6. Symbio Energy will invoice the customer in advance on the basis of the estimated annual energy consumption of the premises receiving the energy supply. The amount taken on the first direct debit will vary depending on when in the month, the switch to Symbio Energy has happened. Thereafter, the customer will receive a bill based upon the EAC or actual meter read. The invoice amount will be deducted from the monies held on account and an amount equivalent to the estimated monthly usage will be taken via direct debit. At the end of the deemed contract, the customer will be given a refund if Symbio Energy is holding onto any credit balances or a final direct debit amount will be taken to settle any outstanding invoices.
• 3.3.7. In order to assist the switch to Symbio Energy tariffs, an opening meter read will be required.
• 3.3.8. Symbio Energy will endeavor to offer customers a suitable date for direct debits. Occasionally, there may be processes or system errors. Symbio Energy would like to apologize if this occurs, but it is not liable for any damages directly or as a consequence of these errors.
3.4. Symbio Energy reserves the right to cancel any switch to its tariffs before the effective switch date if any of the details of the terms in Clause 3.2 are not met. Customers who are unable to fulfill the criteria detailed in Clause 3.2 will be notified that the switch to the Symbio Energy tariff has been aborted. Customers will be given the opportunity to rectify the missing or incorrect information before the switch is aborted. Customers who are subject to an abortive switch will be given the opportunity to re-register for a Symbio Energy tariff once all the qualification information is received and validated.
3.5. If you have a standard meter, you must either pay the amount shown on your bill in accordance with your chosen payment method or the fixed monthly amount you have agreed to pay in advance. The is detailed in the tariff you have chosen.
3.6. If you have a prepayment meter, you must top-up your meter in advance in order to receive the supply, and we will deduct charges for the supply from the amount you top-up.
3.7. We’ll add VAT to all our charges at the prevailing rate and this will be clearly marked on your energy bill.
3.8. If you ask us to test the accuracy of your meter, you must pay us an amount to cover the cost of the work being carried out. We’ll tell you what this amount is at the time, and we’ll provide a breakdown of the costs if you ask us for one. If the National Measurement Office decides that the meter is operating outside of the statutory limits, we’ll refund the payment to you.
3.9. If you are on a Deemed Contract, then you must pay your bills via Direct Debit. Symbio Energy only offers Direct Debit contracts to reduce costs which are then passed onto the customer. Exceptions are made for vulnerable, elderly or confused customers.
3.10. If you have a prepayment meter installed or if you agree to have a prepayment meter installed, you will be placed on our prepayment meter energy plan and rates. However, we understand that prepayment meters are a matter of last resort and our prepayment rates will not penalize customers. They will be higher than our normal tariffs but only sufficiently higher to cover the additional costs of administration.
3.11. If you’re under a Deemed Contract and you have a prepayment meter, or if you change to a prepayment meter for any reason while under contract with us, you will automatically be placed onto our prepayment energy plan.
3.12. If you’re having trouble paying your bill, you should contact us immediately to discuss ways to save money and the payment methods available to you. Symbio Energy will always work with vulnerable customers to assist them and to help them through their travails. Please call Customer Services and ask to speak to the Vulnerable Customers team.
3.13. If for any reason your direct debit cannot be collected on the agreed date another attempt will be made within 5 working days. If this is rejected again, we will write to you to make a payment by BACS transfer and we will have to add £15 to your energy bill to cover the cost of credit control. If the direct debit is canceled by the customer during the course of the deemed contract, the customer will be placed on the default non-direct debit
tariff. We will write to the customer to inform them of this and encourage them to resolve the situation to find a cheaper alternative which allows paper billing and non-direct debit payment methods.
3.14. We will carry any debit or credit balance forward to the next month’s bill.
3.15. In order to bill you as accurately as possible, you must give us an up-to-date meter reading for your energy at least every 90 days and when requested by Symbio Energy if there is a reason to need more up to date meter readings. If you move supplier from Symbio Energy, you will be required to provide a final meter read to Symbio Energy from which a final energy bill will be calculated.
3.16. You (the customer) must keep your account in credit by paying for the supply in advance by automatic payment, or if you’re in debt with us, you agree to not be in debt by more than half of what we’ve calculated as being your expected annual bill (EAC).
3.17. Your automatic monthly payment amount will be based on the cost of the energy we think you’ll use during a year with Symbio Energy split into monthly payments. The
electricity consumption in winter is significantly higher than in summer, hence the payments in winter will be based on the winter consumption, which will be slightly higher.
The summer bills will be accordingly adjusted and they will be in line with your summer consumption. You can easily measure that your bill amount during summer are lower then your bill amount during winter. We will inform you of your payment amounts and payment dates when we set up your account with us.
3.18. Symbio Energy aims to review the amount, date and frequency of your automatic payments at least twice a year to make sure you’re not paying too much or too little. When we intend to make any changes to your automatic payment, we will notify you by email (normally 10 working days) in advance of the payment being taken, or such other period as we may agree.
3.19. If you’re a domestic customer, we may do checks with a credit reporting agency to ensure you are able to pay your energy bills. We will always ask your permission before
doing this. If you’re a business customer, we will always do checks with a credit reporting agency to ensure you are able to pay your energy bills.
• 3.19.1. Based on credit score, we may ask you to pay a security deposit before we start working to bring your energy supply across. In that case, this Agreement won’t start until we have received the security deposit in full.
• 3.19.2. We may refuse to supply your energy until the security deposit is paid, or;
• 3.19.3. We may stop supply if we have to use the security deposit to pay one of your bills.
• 3.19.4. If the start date of your supply is delayed because you have not paid the security deposit, we aren’t responsible for any charges you have to pay your old supplier.
• 3.19.5. The amount of security deposit we ask for will depend on your individual circumstances but can be 2 times what we think is the likely value of your monthly bill.
• 3.19.6. A security deposit will be repaid once you have established good payment history.
3.20. If you don’t pay your bill on time:
• 3.20.1. We can add the amount of your debt to your next bill.
• 3.20.2. If you do not make a payment to us on the date it is due we can charge you £15 for each missed payment to cover the administrative costs of recovering the outstanding payment
• 3.20.3. We have the right to install a prepayment meter at your property under a warrant from the Magistrates’ or Sheriff’s Court without requiring your permission if your energy remains unpaid.
•3.20.4. We can temporarily suspend or permanently disconnect the supply without requiring your permission.
•3.20.5. If you on a Symbio Direct Debit low-cost tariff but do not make the payments via Direct Debit or cancel the Direct Debit for more than one month, we will move you onto our higher non Direct Debit tariff. We will notify you of this in writing to the supply address. We will encourage you to provide valid Direct Debit details or encourage you to seek an energy supplier that has the infrastructure to manually issue paper bills and actively chase customers for payment.
3.21. If you would like a refund:
• 3.21.1. Upon request, we can refund credit in your Symbio Energy account that exceeds your expected energy usage for the next month.
• 3.21.2. We can increase your automatic payments to cover the energy we think you’ll use during the winter months once your credit balance has been reduced by such a refund.
3.22. If we (or our payments processor) make an error with your automatic payment (forexample, the amount of the payment taken is incorrect), you’re entitled to an immediate refund from us of the full amount paid and any charges or interest you may have incurred from your bank as a result, for example, going overdrawn caused by incorrect payment. You should contact us as soon as you realize that an error has been made. We will take the correct automatic payment immediately after making the refund to you as you will still be required to make the payment to us for the period to which the (incorrect) automatic payment relates to. If you receive a refund from us that you’re not entitled to, you must pay the amount of the refund back to us immediately when we ask you to.
3.23. Under some circumstances, you may incur additional charges under this Agreement. This is usually in the case where you have asked us to undertake work on the energy
infrastructure in your home. This can include moving your meter from its current location to another location, works required as a result of renovations of building works, or requests by you to disconnect the supply of energy to your home. We will always tell you prior to making any additional charges.