Terms & Conditions for the EQUINOX heat pump trial 24/25 as provided by Octopus Energy

EQUINOX Terms & Conditions

These Terms and Conditions (the “T&Cs”) apply to the EQUINOX programme of heat pump trials provided by Octopus Energy (“EQUINOX”). By joining EQUINOX, you agree to be bound by the following T&Cs.

Introduction

  1. EQUINOX is run by Octopus Energy Limited, a company registered in England and Wales with registered number 09263424 and registered office at UK House, 5th Floor, 164-182 Oxford Street, London, United Kingdom, W1D 1NN (“Octopus Energy”, “we”, “us”).
  2. The Trial is run by Octopus Energy as part of a wider OFGEM Network Innovation Competition (NIC) consortium project, EQUINOX, in partnership with National Grid Electricity Distribution (NGED), ScottishPower Energy Networks (SPEN), ScottishPower Retail Energy, PassivUK, Welsh Government, West Midlands Combined Authority (WMCA), Sero and Guidehouse (“Partners”) (though to be clear, the Partners are not a party to the T&Cs).
  3. These T&Cs, together with any communications with you relating to EQUINOX, are the terms that apply to EQUINOX.
  4. In the event of any dispute regarding any aspect of EQUINOX, the decision of Octopus Energy shall be final and no correspondence will be entered into.
  5. These EQUINOX T&Cs are separate to the terms governing your supply of gas and electricity that you have with Octopus Energy Limited or Octopus Energy Operations Limited (together being “Octopus Energy Supply”), and will not affect your rights and obligations under those terms.

Participation

  1. There is no entry fee to join EQUINOX.
  2. To be eligible for EQUINOX, you must:
    1. Be aged 18 or over;
    2. Be a resident within the distribution network of National Grid Electricity Distribution (NGED) and a current electricity supply customer of Octopus Energy Supply;
    3. Have a working electricity smart meter which has been sending us meter readings on a half-hourly basis at least 80% of the time for the 15 consecutive days prior to the date we assess your application;
    4. Consent to, and not remove your consent for, giving us half-hourly meter reads;
    5. Opt-in to EQUINOX by completing the required pre-programme questions as sent by email to your Octopus Energy account email address and accept these T&Cs;
    6. Own and use a heat pump as the primary method of heating your home (and this heat pump must not be shared with any other residence(s));
    7. Participate in surveys in the timeframes requested of you; and
    8. Comply with these T&Cs at all times.
  3. EQUINOX allows you to access heat pump trials such as Turn Up, Extended Events, Sustain or Control Group (the “Trial(s)”).
  4. If you do any of the following, we reserve the right to remove you from EQUINOX:
    1. Remove your consent for us to take half-hourly meter readings;
    2. Your smart meter becomes disconnected for a continuous period of 30 days or more;
    3. No longer use your heat pump as the primary method of heating your home;
    4. Move house;
    5. Cease being an electricity customer of Octopus Energy Supply or
    6. Breach either these T&Cs or your energy supply terms and conditions.

Data Protection and Information

  1. Octopus Energy’s privacy policy shall apply to any data collected in connection with EQUINOX and can be found on our website at http://octopus.energy/privacy.
  2. EQUINOX is provided by Octopus Energy as part of an OFGEM NIC Consortium project, in collaboration with Partner companies. For the purpose of administering surveys and for analysing results of EQUINOX, Octopus Energy may provide your contact details (name, email address), information about your residence (including but not limited to property type, generalised location, presence of other low carbon technologies or heating technologies), information about your household (including, but not limited to, perceived cold vulnerability, occupancy) and half hourly electricity consumption, baseline, consumption change data and EQUINOX participation data (including, but not limited to, Trials participation, results and opt in data) to Guidehouse and National Energy Action (NEA). You shall not be required to opt in to this and you will have the opportunity to opt-out at any time. This data will be governed by the privacy policies of each Guidehouse and NEA, which can be obtained from them directly.
  3. By entering EQUINOX you further agree that, for the purpose of administering Trials and for analysing results of EQUINOX, Octopus Energy will share your Meter Point Administration Number with National Grid Energy Distribution (NGED).
  4. The results of EQUINOX belong to Octopus Energy and to Partners in the EQUINOX consortium. As part of EQUINOX, we will be required to share anonymised, aggregated data collected during EQUINOX with the EQUINOX Consortium to analyse results coming from all of the Partners contributing to EQUINOX. By entering EQUINOX you agree to your information being used as such.
  5. Octopus Energy may contact you with invitations to participate in additional studies related to EQUINOX, which may be conducted by Partners. Any data shared for these additional studies will be governed by the relevant Partner’s privacy policy. You shall not be required to opt in to these invitations and you will have the opportunity to opt-out at any time.
  6. By joining EQUINOX, you warrant that all information submitted by you is true, current and complete. If any information you submit is found to be fraudulent or incorrectly completed or if we have reasonable grounds to believe that you have breached any of these T&Cs, we reserve the right to remove you from EQUINOX and will not be liable for any losses you incur from this.

General

  1. We reserve the right to cancel, suspend or amend EQUINOX and these T&Cs without prior notice. The latest copy of our terms and conditions will be available on our website.
  2. If at any point you wish to opt-out of EQUINOX you can email hello@octopus.energy and we will remove you.
  3. If you withdraw from EQUINOX or are removed from EQUINOX for any reason you will not be eligible for any further payments from EQUINOX.
  4. We do not limit or exclude liability for death or personal injury caused by our negligent acts or omissions.
  5. Octopus Energy will not be liable for:
    1. any expenses incurred by you in connection with entering and/or participating in EQUINOX; and
    2. any equipment malfunction that occurs during EQUINOX; and
    3. any loss due to circumstances beyond our control or any loss which is indirect, consequential, economic or financial.
  6. For any loss or damage that we are responsible for, our liability to you will be limited to a maximum of £200 in any calendar year.
  7. These T&Cs are governed by the laws of England and Wales and subject to the exclusive jurisdiction of the Courts of England and Wales.

Turn Up Terms and Conditions

  1. The terms and conditions in this subsection apply to EQUINOX heat pump Turn Up Trial (“Turn Up”).
  2. These Turn Up T&Cs, together with any specific rules set out in any communications relating to Turn Up are the Turn Up rules (“Turn Up Rules”). By entering Turn Up, you are agreeing to be bound by these Turn Up Rules and any other applicable instructions provided to you by us.
  3. We reserve the right to cancel or amend Turn Up and/or the Turn Up Rules without prior notice. Any changes will be posted on our website.
  4. In the event of any dispute regarding any aspect of the Turn Up Trial, the decision of Octopus Energy shall be final and no correspondence will be entered into.
  5. In addition to the eligibility requirements in section 7 of the EQUINOX T&Cs, to be eligible for Turn Up, you must:
    1. Be invited by Octopus Energy to participate in Turn Up Trial and opt-in before the deadline we give in our invitation and
    2. Not have been invited to participate in Control Group.
  6. The Turn Up period will start at 00:01 on the 23rd September 2024 and will end at 23:59 on 22nd September 2025. Participation in Turn Up will not entitle you to participation in further Trials that may be run after this period.
  7. There will be at least 3 turn up windows (“Events”) during the Turn Up period. There is no fixed maximum number of Events. Customers will be able to decide which Events they participate in. Prior to each Event, we will attempt to send you a notification of the Event window.
  8. As set out in our emails to you about Turn Up trial, we will award credit to your Octopus Energy account based on your participation in Events. For heat pump only events, we will limit the amount you are credited if there is usage significantly above your typical consumption plus any additional amount that can (in our reasonable opinion) be attributed to your heat pump and hot water heating.
  9. In the event that we’re unable to pull your meter readings to calculate your usage from any of the Events, we’ll work it out using an average across all Turn Up participants. If at any point throughout the Turn Up period you no longer satisfy the eligibility criteria under sections 7 of the EQUINOX T&Cs and section 27 of these Turn Up T&Cs, we reserve the right to remove you from Turn Up.
  10. If your smart meter becomes disconnected or you move house, we may remove you from Turn Up.
  11. By entering Turn Up, you warrant that all information submitted by you is true, current and complete. If any information you submit is found to be fraudulent or incorrectly completed or if we have reasonable grounds to believe that you have breached any T&Cs, we reserve the right to remove you from Turn Up.
  12. Turn Up looks only at your electricity import so if you also have an export meter you will not receive incentives based on any export activity.
  13. We will not be liable to reimburse any expenses incurred by you in connection with entering and/or participating in Turn Up.
  14. If at any point you wish to opt-out of Turn Up, please email hello@octopusenergy.com and we will remove you. Please allow at least 14 business days from sending your opt-out email for our records to be updated.

Control Group Terms and Conditions

  1. The terms and conditions in this subsection apply to EQUINOX heat pump trial Control Group (“Control Group”).
  2. These Control Group T&Cs, together with any specific rules set out in any communications relating to Control Group are the Control Group rules (“Control Group Rules”). By entering Control Group, you are agreeing to be bound by these Control Group Rules and any other applicable instructions provided to you by us.
  3. We reserve the right to cancel or amend Control Group and/or the Control Group Rules without prior notice. Any changes will be posted on our website.
  4. In the event of any dispute regarding any aspect of the Control Group Trial, the decision of Octopus Energy shall be final and no correspondence will be entered into.
  5. In addition to the eligibility requirements in section 7 of the EQUINOX T&Cs, to be eligible for Control Group, you must:
    1. Be invited by Octopus Energy to participate in Control Group and opt-in before the deadline in our invitation and
    2. Not have been invited to participate in Turn Up, Extended Events or Sustain Trials.
  6. Participation in Control Group makes you ineligible for any other EQUINOX Trials. However, it does not restrict you from participating in any other flexibility services with Octopus Energy or other providers.
  7. The Control Group period will start at 00:01 on the 24th September 2024 and will end at 23:59 on 23rd September 2025. Participation in Control Group will not entitle you to participation in further Trials that may be run after this period.
  8. As set out in the invitation email for Control Group, we will award credit to your Octopus Energy account based on your completion of periodic surveys by the deadline given in our notification to you of the survey. We will make reasonable efforts to credit your account within 14 days of the survey deadline.
  9. If, at any point throughout the period, you no longer satisfy the eligibility criteria under sections 7 of the EQUINOX T&Cs and section 41 of these Control Group T&Cs, we reserve the right to remove you from Control Group.
  10. If your smart meter becomes disconnected or you move house, we may remove you from Control Group.
  11. By entering Control Group, you warrant that all information submitted by you is true, current and complete. If any information you submit is found to be fraudulent or incorrectly completed or if we have reasonable grounds to believe that you have breached any T&Cs, we reserve the right to remove you from Control Group.
  12. We will not be liable to reimburse any expenses incurred by you in connection with entering and/or participating in Control Group.
  13. If at any point you wish to opt-out of Control Group, please email hello@octopusenergy.com and we will remove you. Please allow at least 14 business days from sending your opt-out email for our records to be updated.
  14. If you withdraw from Control Group or are removed from Control Group for any reason you will not be eligible for any further payments from Control Group.

Extended Events Terms and Conditions

  1. The terms and conditions in this subsection apply to EQUINOX heat pump Extended Events Trial (“Extended Events”).
  2. These Extended Events T&Cs, together with any specific rules set out in any communications relating to Extended Events are the Extended Events rules (“Extended Events Rules”). By entering Extended Events, you are agreeing to be bound by these Extended Events Rules and any other applicable instructions provided to you by us.
  3. We reserve the right to cancel or amend Extended Events and/or the Extended Events Rules without prior notice. Any changes will be posted on our website.
  4. In the event of any dispute regarding any aspect of Extended Events, the decision of Octopus Energy shall be final and no correspondence will be entered into.
  5. In addition to the eligibility requirements in section 7 of the EQUINOX T&Cs, to be eligible for Extended Events, you must:
    1. Be invited by Octopus Energy to participate in Extended Events and opt-in before the deadline given in our invitation;
    2. Not have been invited to participate in Control Group;
    3. Not be using an electricity tariff that changes unit rate/price during the day between 0800 and 2200 (including, but not limited to Agile, Intelligent Octopus Flux, Octopus Flux, Cosy Octopus). If you switch to an ineligible tariff we may remove you from Extended Events.
  6. The Extended Events period will start at 00:01 on the 1st November 2024 and will end at 23:59 on 20th December 2024. Participation in Extended Events will not entitle you to participation in further Trials that may be run after this period.
  7. There will be at least 6 turn down windows (“Events”) during the Extended Events period. There is no fixed maximum number of Events. Customers will be able to decide which Events they participate in. Prior to each Event, we will attempt to send you a notification of the Event window.
  8. As set out in the onboarding emails for Extended Events trial, we will award credit to your Octopus Energy account based on your participation in Events and completion of short, post-event surveys by the deadline given in the survey email.
  9. If at any point throughout the period you no longer satisfy the eligibility criteria under sections 7 of the EQUINOX T&Cs and section 55 of these Extended Events T&Cs, we reserve the right to remove you from Extended Events.
  10. If your smart meter becomes disconnected or you move house, we may remove you from Extended Events.
  11. By entering Extended Events, you warrant that all information submitted by you is true, current and complete. If any information you submit is found to be fraudulent or incorrectly completed or if we have reasonable grounds to believe that you have breached any T&Cs, we reserve the right to remove you from Extended Events.
  12. We will not be liable to reimburse any expenses incurred by you entering and/or participating in Extended Events.
  13. If at any point you wish to opt-out of Extended Events, please email hello@octopusenergy.com and we will remove you. Please allow at least 14 business days from sending your opt-out email for our records to be updated.

Sustain Terms and Conditions

  1. The terms and conditions in this subsection apply to EQUINOX heat pump Sustain Trial (“Sustain”).
  2. These Sustain T&Cs, together with any specific rules set out in any communications relating to Sustain are the Sustain rules (“Sustain Rules”). By entering Sustain, you are agreeing to be bound by these Sustain Rules and any other applicable instructions provided to you by us.
  3. We reserve the right to cancel or amend Sustain and/or the Sustain Rules without prior notice. Any changes will be posted on our website.
  4. In the event of any dispute regarding any aspect of Sustain, the decision of Octopus Energy shall be final and no correspondence will be entered into.
  5. In addition to the eligibility requirements in section 7 of the EQUINOX T&Cs, to be eligible for Sustain, you must:
    1. Be invited by Octopus Energy to participate in Sustain and opt-in before the deadline given in our invitation;
    2. Not have been invited to participate in Control Group;
    3. Not be using an electricity tariff that changes unit rate/price during the day between 0800 and 2200 (including, but not limited to Agile, Intelligent Octopus Flux, Octopus Flux, Cosy Octopus). If you switch to an ineligible tariff we may remove you from Sustain.
  6. The Sustain period will start at 00:01 on the 3rd January 2025 and will end at 23:59 on 30th April 2025. Participation in Sustain will not entitle you to participation in further Trials that may be run after this period.
  7. There will be daily Sustain windows (“Events”) on weekdays (Monday to Friday) during the Sustain period. Customers will be able to decide which Events they participate in.
  8. As set out in the onboarding emails for Sustain trial, we will award credit to your Octopus Energy account based on your participation in Events each week.
  9. We will calculate, using our reasonable discretion, a “Baseline” number that is a static value against which we will determine if you have reduced your electricity import during an Event (e.g. if your Baseline is 4kWh and you import less than 4kWh during the Event, you will be considered to have reduced your electricity import) (your “Baseline”).
  10. We will communicate your Baseline to you by email. We may change your Baseline in the course of Sustain. Any change in your Baseline will be communicated to you at least 1 calendar day before the first Event it is applied to.
  11. To be eligible for incentive payments, you must opt-in to Sustain by the deadline given in the invitation email and reduce electricity import as measured by your smart meter compared to the Baseline that has been communicated to you for at least 4 out of 5 Events in one calendar week.
  12. Performance in any calendar week will not affect eligibility for incentive payments in other calendar weeks. The incentive payment does not change based on how much you reduce your electricity import below the Baseline.
  13. If at any point throughout the period you no longer satisfy the eligibility criteria under sections 7 of the EQUINOX T&Cs and section 68 of these Sustain T&Cs, we reserve the right to remove you from Sustain.
  14. If your smart meter becomes disconnected or you move house, we may remove you from Sustain.
  15. By entering Sustain, you warrant that all information submitted by you is true, current and complete. If any information you submit is found to be fraudulent or incorrectly completed or if we have reasonable grounds to believe that you have breached any T&Cs, we reserve the right to remove you from Sustain.
  16. We will not be liable to reimburse any expenses incurred by you entering and/or participating in Sustain.
  17. If at any point you wish to opt-out of Sustain, please email hello@octopusenergy.com and we will remove you. Please allow at least 14 business days from sending your opt-out email for our records to be updated.

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