Cosy Care: Our Cosy heat pump care plan terms and conditions
1. Introduction
These Terms and Conditions, together with your Care Plan summary and any accompanying What's Covered and What's Not Covered information provided before you purchase the Care Plan, form the agreement between you and Octopus Energy Services Ltd ("Octopus", "we", "our", "us") and you ("you", "your").
Your Care Plan begins on the date your application is accepted by Octopus and remains in force until it is cancelled or terminated in accordance with these Terms and Conditions.
The Cosy Heat Pump Care Plan has been designed to provide ongoing maintenance, servicing and breakdown support for eligible Cosy Heat Pump systems installed by Octopus.
The Care Plan is intended to cover genuine Mechanical or Electrical Failures affecting eligible Covered Equipment.
It is not an insurance policy and does not cover every circumstance in which your heating system may stop working.
Unless expressly stated within these Terms and Conditions, the Care Plan does not include:
improvements or upgrades;
changes in performance expectations;
cosmetic defects;
faults affecting equipment outside the Covered Equipment; or
faults resulting from circumstances excluded under Section 8.
Nothing in these Terms and Conditions affects your statutory rights.
2. Definitions
For the purposes of these Terms and Conditions, the following definitions apply.
Covered Equipment
The Cosy Heat Pump system together with the associated components originally identified, supplied and installed by Octopus Energy Services Ltd as part of the original installation.
Covered Equipment does not include any component, control, electrical equipment, pipework, heating emitter, accessory or appliance added, altered, relocated or replaced by any third party after the original installation unless expressly confirmed in writing by Octopus.
Cosy Product Warranty
The manufacturer's and/or Octopus product warranty applicable to the Cosy Heat Pump.
The Product Warranty operates independently of this Care Plan and remains subject to its own warranty terms and conditions.
Installation Workmanship
The labour, installation methods and physical installation work carried out by Octopus Energy Services Ltd during the original installation of the Covered Equipment.
Installation Workmanship does not include the manufacturer warranty applicable to individual components.
Mechanical or Electrical Failure
An unexpected failure of a Covered Equipment component arising during normal domestic operation which prevents the system from operating as designed.
Mechanical or Electrical Failure does not include:
gradual reduction in efficiency;
cosmetic deterioration;
customer preference;
software updates;
routine maintenance;
user settings; or
circumstances specifically excluded under these Terms.
Urgent call out
An Urgent call out means a complete loss of heating and/or hot water, an uncontrolled water leak or a critical safety issue such as a burning smell, smoke, sparks or fire.
Octopus reserves the right to determine the priority category of every reported fault.
If there is a fire or other urgent, you should call 999.
An Urgent call out means a complete loss of heating and/or hot water, or an incident that poses an immediate risk to the property or its occupants, such as an uncontrolled water leak.
Octopus reserves the right to determine the priority category of every reported fault.
Engineer
An employee of Octopus Energy Services Ltd or a suitably qualified contractor authorised by Octopus to carry out work under this Care Plan.
Non-Fault Call-Out
A visit where, in the reasonable opinion of the attending Engineer:
no Mechanical or Electrical Failure exists;
the reported issue results from user settings;
The reported issue is the result of third party interference
the reported issue results from normal operation within the agreed system performance design;
the reported issue relates to equipment not covered by the Care Plan; or
no repair is required.
Property
The domestic property where the Covered Equipment was originally installed.
Care Plan
The Cosy Heat Pump Care Plan described within these Terms and Conditions.
Working Day
Monday to Friday excluding public holidays in the country in which the Property is located.
3. Eligibility
The Care Plan is available only for eligible Cosy Heat Pumps supplied and installed by Octopus Energy Services Ltd.
Unless otherwise agreed in writing by Octopus, the Care Plan must be purchased within 2 years of the original installation date.
The Care Plan applies only to domestic residential properties within Great Britain.
Commercial premises and properties used primarily for commercial purposes are not eligible.
The Care Plan is available only where:
the Covered Equipment remains substantially unchanged from the original installation;
the system remains connected to remote monitoring services where applicable;
payments remain up to date; and
the annual servicing requirements described within these Terms have been met.
Octopus may refuse, suspend or cancel the Care Plan where the Covered Equipment has been significantly altered, modified or damaged after installation.
4. Care Plan Benefits
Subject to these Terms and Conditions, the Care Plan includes the following benefits.
4.1 Breakdown Support
Unlimited Engineer attendance for eligible Mechanical or Electrical Failures affecting Covered Equipment.
Where an eligible fault is identified, Octopus will provide:
fault diagnosis;
labour;
replacement parts;
recommissioning; and
testing following repair,
without additional call-out charges.
All repairs remain subject to these Terms and Conditions.
4.2 Annual Service
One optional annual service during each consecutive twelve-month period of continuous Care Plan membership.
Unused annual services cannot be transferred to future years.
4.3 Remote Monitoring
Where connectivity is available, Octopus may remotely monitor the Covered Equipment to:
identify faults;
optimise operation;
improve system efficiency;
support remote diagnosis; and
reduce unnecessary Engineer visits.
Remote monitoring does not guarantee that every fault or reduction in performance will be detected.
4.4 Priority Support
Where practical, Octopus aims to provide:
Urgent attendance within 24 hours; and
non-urgent telephone or email response within 72 hours.
These response times are service targets only and are not contractual guarantees.
Response times may be affected by severe weather, national emergencies, parts availability or circumstances outside Octopus's reasonable control.
4.5 Annual Performance Report
Where sufficient operating data is available, Octopus may provide an annual summary of:
system performance;
efficiency;
energy usage;
operating trends; and
recommendations for improving system operation.
The report is provided for information only and does not constitute a guarantee of future system performance.
4.6 Extended Installation Workmanship Warranty
Provided:
payments remain up to date;
Octopus are given access to the property if any relevant faults are detected
Octopus will extend its Installation Workmanship Warranty from two (2) years to eight (8) years from the original installation date.
The extended Installation Workmanship Warranty applies only to defects arising directly from installation work originally carried out by Octopus Energy Services Ltd.
This Workmanship Warranty is separate from the Cosy Product Warranty and does not apply to failures resulting from:
manufacturer defects;
accidental damage;
misuse;
third-party alterations;
property alterations;
normal ageing of components; or
any circumstance excluded by these Terms.
5. Annual Service
5.1 Annual Service Entitlement
The Care Plan includes one (1) optional annual service during each consecutive twelve (12) month period whilst your Care Plan remains active.
The annual service is separate from any breakdown support provided under this Care Plan.
Unused annual services cannot be carried forward, exchanged for cash or credited against future Care Plan payments.
5.2 Booking Your Service
It is your responsibility to arrange your annual service.
Octopus may contact you to remind you when your optional annual service is due, however responsibility for booking your service, if you want it, within each twelve-month period remains with you.
If you fail to arrange an annual service during the relevant Care Plan year, that year's service entitlement will expire.
5.3 Annual Service Scope
During the annual service, our Engineer may carry out some or all of the following activities, depending on your system configuration:
inspect the Cosy Heat Pump for safe operation;
confirm the system is operating within expected parameters;
review controller settings and fault history;
inspect visible refrigerant pipework and insulation;
inspect visible heating pipework for leaks;
inspect the hot water cylinder (where installed by Octopus);
inspect electrical connections;
inspect system wiring;
inspect safety devices;
inspect pressure levels;
inspect expansion vessel operation where applicable;
clean external evaporator coils where required;
remove leaves, debris and dirt from airflow paths;
inspect fan blades;
confirm sensors are operating correctly;
verify communication between system components;
review remote monitoring data where available;
identify any recommended maintenance or improvements
Inspect additional components installed, such as the Hot Water Cylinder. System Valves and radiators
The precise scope of each service may vary depending on the equipment installed.
5.4 Service Outcome
Following the annual service, our Engineer may:
confirm that the Covered Equipment is operating correctly;
recommend maintenance work;
identify faults requiring repair;
recommend work that falls outside the scope of the Care Plan; or
advise that further investigation is required.
Where faults are identified that are covered under this Care Plan, repairs will be arranged in accordance with Section 6.
Where faults fall outside the scope of this Care Plan, Octopus may offer a separate quotation for the required work.
6. Repairs & Breakdown Support
6.1 Reporting a Fault
If you believe your Covered Equipment has developed a fault, you should contact Octopus using one of the approved support channels.
Before arranging an Engineer visit, Octopus may:
review remote monitoring information;
request photographs;
request diagnostic information;
ask you to perform simple troubleshooting steps; or
attempt to resolve the issue remotely.
Where a fault can reasonably be resolved remotely, an Engineer visit may not be required.
6.2 Engineer Attendance
Where an Engineer visit is required, Octopus will arrange attendance within a reasonable time.
Priority will be determined by Octopus based on the nature of your reported fault and any other faults reported by customers.
Response times published by Octopus are service targets only and are not guaranteed.
During periods of exceptional demand, severe weather or circumstances outside Octopus's reasonable control, response times may be extended.
6.3 Covered Repairs
Subject to these Terms and Conditions, Octopus will repair eligible Mechanical or Electrical Failures affecting Covered Equipment.
Where repair is not reasonably possible, Octopus may, at its sole discretion:
repair the affected component;
replace the affected component;
install an equivalent replacement component;
carry out an alternative technical solution providing substantially similar functionality.
Replacement components do not need to be identical to the originals provided they offer substantially equivalent functionality and performance.
6.4 Replacement Parts
Octopus will use genuine manufacturer parts wherever reasonably available.
Where original parts are obsolete, discontinued or unavailable, Octopus may install suitable equivalent parts.
If replacement parts cannot reasonably be obtained, Octopus will discuss appropriate alternative options with you.
6.5 Repeat Faults
If a fault recurs within twelve (12) months of an Octopus repair and, in Octopus's reasonable opinion, relates directly to that previous repair, Octopus will rectify the fault without additional charge.
This does not apply where the repeat fault results from:
unrelated component failures;
third-party interference;
accidental damage;
misuse;
external events; or
circumstances outside Octopus's control.
6.6 Heat Pump Replacement
Our first priority will always be to repair your Covered Equipment wherever it is safe and reasonable to do so.
Where, in Octopus' reasonable opinion, the Cosy Heat Pump has suffered a genuine Mechanical or Electrical Failure and cannot reasonably be repaired, we will replace the heat pump unit at no additional cost to you.
Replacement is subject to the following conditions:
your Care Plan remains active and payments are up to date;
the failure is not excluded under these Terms and Conditions;
the Cosy Heat Pump has not been damaged by misuse, accidental damage, third-party alterations or external events; and
the original system design has not been materially altered since installation.
Where an identical model is no longer available, we may install an equivalent or newer Cosy Heat Pump offering substantially similar or improved functionality.
Heat pump replacement includes removal of the failed unit, installation of the replacement unit, commissioning and testing.
It does not automatically include replacement or upgrade of radiators, hot water cylinders, controls, pipework, electrical installations or other equipment unless Octopus reasonably considers this necessary to complete the replacement safely.
If changes have been made to the Property or heating system since the original installation that require additional work beyond replacing the heat pump, we will discuss the available options and any additional costs with you before work begins.
6.7 Temporary Repairs
Where immediate permanent repair is not reasonably possible, Octopus may carry out a temporary repair to restore safe operation until a permanent repair can be completed.
Temporary repairs remain subject to parts availability and safe operation of the Covered Equipment.
6.8 Remote Resolution
Where a reported issue is successfully resolved remotely without an Engineer visit, this will not affect your entitlement to future support under the Care Plan.
7. Engineer Visits & Access
7.1 Access
You must provide our Engineers with safe, reasonable and unrestricted access to the Covered Equipment.
An adult aged eighteen (18) years or over must be present throughout every Engineer visit.
If we cannot gain access, the appointment may need to be rearranged.
Repeated failure to provide access may result in suspension or cancellation of the Care Plan.
7.2 Safe Working
Our Engineers will not begin or continue work where they reasonably believe there is a health or safety risk.
Examples include, but are not limited to:
unsafe electrical installations;
structural instability;
flooding;
hazardous materials;
vermin or pest infestations;
asbestos;
unsafe access arrangements;
abusive or threatening behaviour; or
dangerous animals or pets.
Work will resume only once the identified risk has been removed.
7.3 Working on Covered Equipment
Our Engineers will only carry out work on Covered Equipment.
They are not authorised to modify or repair unrelated household systems unless separately instructed under another agreement.
7.4 Engineer Recommendations
Where our Engineer reasonably believes that additional work is required to maintain the safe or reliable operation of the Covered Equipment, we will explain our findings and any available options.
Where recommended work falls outside this Care Plan, we may provide a separate quotation.
If essential safety-related work is declined, Octopus reserves the right to suspend or limit future cover where continued operation would present an unacceptable risk.
8. What's Not Included
Whilst we aim to provide comprehensive support for your Cosy Heat Pump, there are circumstances where the Care Plan does not apply.
The Care Plan covers genuine Mechanical or Electrical Failures affecting Covered Equipment only.
The following are excluded from cover.
8.1 Equipment Not Covered
The Care Plan applies only to Covered Equipment originally supplied and installed by Octopus Energy Services Ltd.
It does not include:
equipment installed by third parties;
additional controls;
smart home devices;
underfloor heating systems;
additional heating zones;
pipework added after installation;
electrical equipment not supplied by Octopus; or
any other equipment outside the original installation scope.
8.2 Pre-existing Faults
The Care Plan does not cover any fault, defect, damage, deterioration or design issue that:
existed before the Care Plan commenced;
existed at the time of installation;
existed before being reported to Octopus under this Care Plan; or
in Octopus's reasonable opinion, developed before cover began.
Where a fault is identified that falls within this exclusion, Octopus may offer a separate quotation to rectify the issue.
8.3 Unauthorised Alterations
The Care Plan does not cover faults resulting from installation, maintenance, repair, modification or interference carried out by anyone other than Octopus or an Engineer authorised by Octopus.
This includes any alteration to:
the heating system;
controls;
electrical systems;
plumbing;
software; or
connected equipment.
8.4 Misuse and Incorrect Operation
The Care Plan does not cover faults resulting from:
misuse;
neglect;
deliberate damage;
accidental damage;
incorrect operation;
incorrect settings;
failure to follow reasonable operating guidance;
failure to carry out routine user maintenance; or
continued operation after obvious damage or fault warnings.
Non-Fault Call-Outs resulting from these circumstances may be treated in accordance with the Fair Usage Policy.
8.5 External Causes
The Care Plan does not cover faults or damage caused directly or indirectly by:
flooding;
fire;
lightning;
storm damage;
subsidence;
structural movement;
freezing;
vandalism;
theft;
civil disturbance;
war;
terrorism;
power cuts;
electrical supply faults;
internet or communications failures; or
any other event outside Octopus's reasonable control.
Such events may be covered by your household insurance policy.
8.6 Property Alterations
The Care Plan does not include faults or additional work resulting from changes made to the Property or heating system after the original installation.
Examples include:
extensions;
loft conversions;
garage conversions;
additional radiators;
underfloor heating;
swimming pool or hot tub heating;
any alteration that materially changes the heating demand or electrical characteristics of the Property.
Where such alterations require additional work before repairs or replacement can be completed, Octopus may provide a separate quotation.
8.8 Access and Building Work
The Care Plan covers repair of Covered Equipment only.
Unless expressly stated elsewhere within these Terms and Conditions, it does not include:
lifting flooring;
excavation;
scaffolding;
specialist lifting equipment;
removal of fitted furniture;
removal of kitchens or bathrooms;
decoration;
plastering;
tiling;
flooring;
landscaping; or
making good following access to the Covered Equipment.
Where specialist access or reinstatement work is required, Octopus may provide a separate quotation.
8.9 Cosmetic Damage
The Care Plan does not cover cosmetic deterioration that does not affect the safe operation or functionality of the Covered Equipment.
This includes scratches, dents, discolouration, faded finishes, decorative trims and other purely cosmetic defects.
8.10 General Exclusion
The Care Plan is intended to restore the Covered Equipment to safe and reliable operation.
It does not include:
performance upgrades;
product enhancements;
redesign of the heating system;
Provided the system is operating within expectations, any new information provided since installation which was not readily available at time of installation which alters the design is excluded
replacement of functioning equipment solely because a newer model is available; or
work carried out solely to improve efficiency where no Mechanical or Electrical Failure exists.
9. Your Responsibilities
To ensure we can provide the Care Plan effectively, you agree to:
keep your contact details up to date;
maintain an active payment method for the Care Plan;
provide safe and reasonable access to the Property and Covered Equipment;
ensure that a responsible adult (aged 18 or over) is present during Engineer visits;
follow any reasonable operating guidance provided by Octopus;
notify Octopus before making material changes to the heating system or Property that may affect the Covered Equipment; and
inform us if you move home or if ownership of the Property changes.
You should stop using the Covered Equipment and contact Octopus as soon as reasonably possible if you believe continued operation may be unsafe.
Failure to meet these responsibilities may affect the cover provided under this Care Plan where it has directly contributed to the fault or prevented Octopus from delivering the service.
10. Fair Usage Policy
The Cosy Heat Pump Care Plan has been designed to provide comprehensive ongoing support whilst remaining fair and affordable for all customers.
Most customers will never be affected by this policy.
However, where use of the Care Plan is excessive, unreasonable or abusive, Octopus reserves the right to review the Care Plan and discuss appropriate next steps with you.
Examples of unreasonable use include, but are not limited to:
repeatedly requesting Engineer visits for issues that have been diagnosed remotely as Non-Fault Call-Outs;
repeatedly reporting normal system operation as faults after receiving advice from Octopus;
deliberately misrepresenting faults to obtain priority attendance;
repeatedly cancelling Engineer appointments without reasonable notice;
repeatedly failing to provide access to the Property;
refusing to follow reasonable troubleshooting instructions where these may avoid an unnecessary Engineer visit;
deliberate misuse or interference with the Covered Equipment; or
abusive, threatening or discriminatory behaviour towards Octopus employees or contractors.
Where we believe this policy may apply, we will normally contact you to discuss the situation before taking any action.
Where appropriate, Octopus may:
provide additional guidance;
decline unnecessary Engineer visits;
apply a reasonable call-out charge for repeated Non-Fault Call-Outs;
suspend the Care Plan until outstanding issues have been resolved; or
terminate the Care Plan in accordance with Section 12.
Nothing in this section limits your statutory rights.
11. Payments
The Care Plan is provided in return for the payment of the applicable monthly or annual fee.Your monthly Care Plan price is fixed for the first two (2) years from the date your Care Plan starts.
After this period, Octopus may review the monthly price no more than once in any 12-month period. Any increase will primarily relate to the increased cost in providing the Care Plan due to external factors like inflation. However, where there has been a more significant increase in the cost of providing the Care Plan, including replacement parts, labour or other operating costs, we may make a reasonable additional adjustment.
We will give you at least 30 days' notice before any revised price takes effect. If you do not wish to continue at the revised price, you may cancel your Care Plan before the new price applies without paying a cancellation fee.
Payments must be made using a payment method accepted by Octopus.
If a payment fails, we will notify you and provide a reasonable opportunity to bring your account up to date. If you make up the missed payments within a 90 day period and there are no exclusions in this policy
If payments remain outstanding, Octopus may:
suspend the Care Plan;
decline new Engineer appointments;
postpone non-urgent work; or
terminate the Care Plan.
Any suspension or termination for non-payment will not affect your obligation to pay any outstanding amounts due.
12. Cancellation and Termination
12.1 Your Right to Cancel
You may cancel your Care Plan at any time by contacting Octopus.
If you cancel during any statutory cooling-off period, any refund will be provided in accordance with applicable consumer law.
If you cancel after the cooling-off period, your Care Plan will end on the date confirmed by Octopus.
No refund will be given for any part of a month already paid unless required by law.
Cancellation of the Care Plan will also end the extended Installation Workmanship Warranty from the date the Care Plan ends, but does not affect any warranties implied by law or the standard Octopus Product Warranty will continue in accordance with its own terms.
12.2 If You Move Home
The Care Plan applies only to the Property identified when the Care Plan was purchased.
If you move home, you must notify Octopus as soon as reasonably possible.
The Care Plan cannot be transferred to another property unless Octopus agrees otherwise in writing.
12.3 Our Right to Cancel
Octopus may suspend or terminate the Care Plan where:
payments remain outstanding;
information provided when purchasing the Care Plan is materially inaccurate;
the Covered Equipment has been materially altered without Octopus's agreement;
the Property is unsafe for our Engineers;
abusive or threatening behaviour has occurred;
fraudulent activity is suspected;
continued support is no longer reasonably practicable; or
you have materially breached these Terms and Conditions.
Where reasonably possible, we will provide notice before terminating the Care Plan.
13. Our responsibility if things go wrong
13.1. Liabilities we don't limit or exclude.
Nothing in these Terms limits or excludes our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) your rights as a consumer under the Consumer Rights Act 2015; or
(d) any other liability that can't be limited or excluded by law.
13.2. What we're responsible for.
If we break these Terms or fail to use reasonable care and skill, we're responsible for loss or damage you suffer that is a foreseeable result of what we did or didn't do. Loss is "foreseeable" if it's an obvious consequence, or if it was something we both had in mind when you took out the Care Plan.
13.3 Our overall cap.
Except in relation to the liabilities in clause 13.1, our total liability to you under or in connection with these Terms is capped at £10,000 in any rolling 12-month period, measured from the start date of your Care Plan.
13.4. What we're not responsible for.
Subject to clause 13.1, we're not responsible for:
(a) loss or damage that wasn't reasonably foreseeable when you took out the Care Plan (including indirect or consequential loss; loss of earnings; business interruption; loss of profit; loss of data) or losses for inconvenience arising from appointment delays;
(b) loss or damage that arises because you use the Care Plan for business purposes — the Care Plan is for domestic use only; or
(c) loss or damage caused by events outside our reasonable control (for example, extreme weather, strikes, or parts shortages), as long as we take reasonable steps to reduce the impact on you and let you know what's happening as soon as we reasonably can.
13.5. No guarantee of uninterrupted service.
We can't guarantee that your heating or hot water will be uninterrupted. If a fault occurs, we'll use reasonable care and skill to put it right within a reasonable time.
14. Changes to These Terms
Octopus may make changes to these Terms and Conditions where necessary to:
reflect changes in law or regulation;
improve the Care Plan;
reflect changes in technology;
respond to changes in operational practices; or
maintain the safe delivery of the Care Plan.
Other than as provided in clause 11, where a change detrimentally affects your rights or obligations, we will provide 30 days’ prior notice.If you do not accept a change, you may cancel your Care Plan without penalty before the change takes effect.
15. General Terms
These Terms and Conditions are governed by the laws of England and Wales, unless mandatory local law provides otherwise.
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.
Failure by either party to enforce any provision of these Terms shall not prevent that provision being enforced at a later date.
No person other than you and Octopus shall have any right to enforce these Terms.
These Terms, together with your Care Plan confirmation and any documents expressly incorporated by reference, constitute the entire agreement between you and Octopus in relation to the Care Plan.
16. Contacting Octopus
If you need to:
report a fault;
arrange your annual service;
update your details;
make a complaint;
or cancel your Care Plan,
you can contact Octopus using the contact details published on our website or within your Care Plan confirmation.
Daikin/Grant service plan terms and conditions
1. Introduction
1.1 These terms and conditions plus the service plan information and “what’s covered / not covered” information we give you before you sign up form the contract between you and Octopus Energy Services for your heat pump maintenance contract.
1.2 Your contract with us starts when you accept the terms and conditions as part of our application process.
2.What you need to do
2.1 You must keep your contact information with us up to date.
2.2 You should let us know if you move to a new home so we can move or cancel your cover.
2.3 You agree to give us safe access to your property to carry out our services.
2.4 You agree to pay your monthly payments to us on time each month.
2.5 If you don’t do any of these things, this may invalidate your plan with us.
3. Eligibility
3.1 You must have had your heat pump installed by Octopus Energy to be eligible for our heat pump maintenance plan.
3.2 Unless otherwise agreed in writing by Octopus, the Care Plan must be purchased within 60 days of the original installation date. Octopus may in its complete discretion offer the Care Plan outside of the 60 day period for an additional cost.
4. Payments
4.1 We will take payment by direct debit (or another payment method agreed with you) once per month throughout the term.
5. Length of contract
5.1 Our heat pump maintenance plans are for a term of 12 months and will auto-renew at the end of this term.
5.2 We will email you 1 month before your contract renewal date to let you know about the upcoming renewal and the pricing that will apply for the following 12 month term.
6. Cancellation
6.1 You may cancel your plan at any time within the first 14 days and we will give you a full refund. If we have done any work for you within those first 14 days, you may still have to pay for that work.
6.2 If you wish to cancel your plan at any time after the first 14 days, you can do so free of charge if you’ve not yet had a service. If we have done any work for you, you may still be charged for the remainder of your 12 month period.
6.3 If you do not cancel your plan before it auto-renews, we may charge you for the remainder of the term.
6.4 We may cancel if you do not do any of the things detailed in paragraph 1 above.
7. Our limit of liability
7.1 We do not limit or exclude liability for death or personal injury caused by our negligent acts or omissions.
7.2 If you suffer any loss or damage, our responsibility to you will be limited to the amount you’ve paid for these services in any calendar year.
8. General
8.1 The laws of England and Wales apply to this contract.
8.2 We can change the terms of your contract at any time. We will inform you of any changes and the latest copy of our terms and conditions will be available on our website.
9. Contact
9.1 How to contact us: You can contact us via our contact page (https://octopus.energy/contact-us/)), by telephone at 0808 196 6842 our customer service team at the number, or by writing to us at the email address, set out in the Product Terms for your Goods, or write to us at Octopus Energy Services Limited, UK House, 5th floor, 164-182 Oxford Street, London, W1D 1NN, or send us an email using one of the following addresses:
heat@octopus.energy for heat pump-related questions
hello@octopus.energy for any general enquiries
9.2 How we may contact you: If we need to get in touch with you, we will do so by telephone or by writing to you at the email address or postal address you provide to us.