Please read these terms and conditions (“Terms”) carefully. They govern your access to and use of the OVO mobile application (the “App”). Please note that any products, offers and services you access using the App will be subject to their own terms and conditions so please ensure that you also read these carefully.

BY DOWNLOADING THE APP YOU AGREE TO THESE TERMS. IF YOU DO NOT AGREE TO THESE TERMS DO NOT DOWNLOAD THE APP.

The App is owned and provided to you by OVO Energy Limited a company registered in England and Wales with company number 06890795 whose registered office is at  1 Rivergate, Temple Quay, Bristol BS1 6ED (“OVO”, “we”, us”) grants you access to the App in exchange for your acceptance of and compliance with these Terms.

“You” and “your” refers to the person(s) using the App.

The ways in which you can use the App may also be controlled by the Apple App Store or Google Play store rules and policies and those rules and policies will apply instead of these Terms where there are differences between the two. 

1. Registration and Account Set-up

To use the App, you’ll need to log in with your existing OVO username and password (the same ones you use for your OVO online account). 

You must inform us as soon as possible of any actual or suspected unauthorised use of your Account, or any other breach of security. Please see our Privacy Policy for details of how to contact us to report an issue with your account. 

2. Use of the App

In return for you agreeing to comply with these Terms we licence you to:

• download a copy of the App onto your device including any updates or supplements to it and view, use and display the App on such devices for your personal purposes only; 
• access any documentation contained in the App (“Documentation“); and
• use any service you connect to via the App and the content we provide to you through it (“Services“)

as permitted in these Terms.

Requirements to download the App

• You must be 18 or over to accept these Terms and download the App;  
• You must be an OVO customer; and
• You must create an OVO online account.

OVO Beyond

In order to be eligible for OVO Beyond (available in the App) you must also satisfy the OVO Beyond eligibility criteria (as set out in the OVO Beyond Terms below).

Operating system requirements 

This App requires a mobile device with at least the Android 10 and iOS 16.3.1 operating systems or newer for optimum performance.

Problems with the App and Contacting us (including with complaints)

If you have any problems with the App, please contact [email protected].

How we will communicate with you. 

If we have to contact you we will do so by email or by SMS, using the contact details you have provided to us. It is your responsibility to ensure the details we have for you are correct so you don’t miss any important information.

How we use your Data

Under data protection legislation, we are required to provide you with certain information including who we are, how we process your personal data and for what purposes and your rights in relation to your personal data and how to exercise them. This information is provided in our Privacy Policy https://www.ovoenergy.com/privacy-policy and it is important that you read that information.

Using the App

You agree that you will:

• not rent, lease, sub-license, loan, provide, or otherwise make available, the App or the Services in any form, in whole or in part to any person without prior written consent from us;

• not copy the App, any Documentation or any Services provided to you through the App except as part of the normal use of the App or where it is necessary for the purpose of back-up or operational security;

• not translate, merge, adapt, vary, alter or modify, the whole or any part of the App or Services nor permit the App or the Services or any part of them to be combined with, or become incorporated in, any other programs, except as necessary to use the App and the Services on devices as permitted in these terms;

• not disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of the App or the Services nor attempt to do any such things, except to the extent that (by virtue of sections 50B and 296A of the Copyright, Designs and Patents Act 1988) such actions cannot be prohibited because they are necessary to decompile the App to obtain the information necessary to create an independent program that can be operated with the App or with another program (Permitted Objective), and provided that the information obtained by you during such activities:

• is not disclosed or communicated without the Licensor’s prior written consent to any third party to whom it is not necessary to disclose or communicate it in order to achieve the Permitted Objective; and

  - is not used to create any software that is substantially similar in its expression to the App;

  - is kept secure; and

  - is used only for the Permitted Objective;

• not disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of the App nor attempt to do any such things, 

• comply with all applicable laws and regulations when using the App.

Acceptable Use Restrictions  

You must:

• not use the App or any Service in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with these terms, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, such as viruses, or harmful data, into the App, any Service or any operating system;
• not infringe our intellectual property rights or those of any third party in relation to your use of the App or any Service including by the submission of any material (to the extent that such use is not licensed by these terms);
• not transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of the App or any Service;
• not use the App or any Service in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users; and
• not collect or harvest any information or data from any Service or our systems or attempt to decipher any transmissions to or from the servers running any Service.

Intellectual Property

All title to, and intellectual property rights in the App and its contents are owned by OVO or its licensees. You must not copy, modify, or attempt to replicate any part of the foregoing. You are permitted to use the intellectual property rights in these items only for the legitimate purposes of using the App in accordance with these Terms.

You will not attempt to hack, disassemble, reverse engineer or otherwise gain unauthorised access to, or install any virus into or otherwise cause harm to the operation of, any software, firmware or systems compromised within or which interacts with the App.

All trade marks, brand names and logos (“Marks”) displayed on the App and are the property of OVO, the Mark holder or their respective licensees. You are not permitted to use any of the Marks without OVO’s prior written consent.

Our Liability to you

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these terms, both we and you knew it might happen.

If defective digital content that we have supplied damages a device or digital content belonging to you, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

• We will also have no liability for, and you will not be entitled to any compensation for any loss or damage arising from any of the following, however that loss or damage is caused (including through negligence):

  - any lack of availability, interruption, modification, suspension or cessation of the  App

  - failure or delay, incorrect functioning of or inaccurate data provided by, in the App

  - any business losses. The App is for domestic and private use. If you use the App for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity

  - any events outside our control. If our provision of the Services or support for the App is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay 

  - your failure to comply with these Terms

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.

Information Provided via the App:

• OVO does not guarantee the accuracy of any data provided within the App, including data on energy consumed, carbon dioxide emissions savings, and estimated energy costs.
• OVO does not guarantee or promise any specific or minimum level of energy savings, cost savings, carbon intensity savings will be generated from using the App.
• The App is provided for the purpose of providing OVO’s products and services to you. It does not offer advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of information obtained from the App. Although we make reasonable efforts to update the information provided by the App and the Service, we make no representations, warranties or guarantees, whether express or implied, that such information is accurate, complete or up to date.

Availability and functionality:

• OVO does not provide any uptime or availability guarantee for the App.
• From time to time we may need to temporarily suspend the App. Reasons include system maintenance, security measures and systems issues.
• Circumstances outside our control may also cause interruption or failure in the availability of the App. These include internet and connectivity interruptions, power outages, and issues with third party systems which interact with the App.
• OVO is not obliged to respond to service requests or fix issues that may arise from time to time, including within any particular time frame.
• The App may not work as intended if you do not comply with or meet the requirements set out in these Terms or otherwise communicated to you by OVO.
• The App is provided “as-is”. To the maximum extent permitted by law, they are provided without any warranty, guarantee or other promise of any kind including in relation to fitness for purpose, satisfactory quality and non-infringement.

Ending these Terms

We may end your rights to use the App and Services at any time by contacting you if you have broken these terms in a serious way. If what you have done can be put right we will give you a reasonable opportunity to do so.

If we end your rights to use the App:

• You must stop all activities authorised by these terms, including your use of the App and any Services.
• You must delete or remove the App from all devices in your possession and immediately destroy all copies of the App which you have and confirm to us that you have done this.
• We may remotely access your devices and remove the App from them and cease providing you with access to the Services.

If you don’t want to use the App any more you should delete it. This won’t affect your energy supply but you may lose access to some of the Services available via the App including OVO Beyond. You will still be able to manage your OVO account online via our desktop page.

Changes to these terms

We may need to change these terms to reflect changes in law or best practice or to deal with additional features which we introduce. 

We will give you at least 30 days notice of any change by notifying you of a change when you next start the App. 

If you do not accept the notified changes you may continue to use the App and the Service in accordance with the existing terms but certain new features may not be available to you. 

Updates to the App

From time to time we may automatically update the App to improve performance, enhance functionality, reflect changes to the operating system or address security issues. Alternatively we may ask you to update the App for these reasons. 

If you choose not to install such updates or if you opt out of automatic updates you may not be able to continue using the App. 

The App will always work with the current or previous version of the operating system (as it may be updated from time to time) and match the description of it provided to you when you bought it.

General

We may transfer this agreement to someone else

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. 

You need our consent to transfer your rights to someone else

You may only transfer your rights or your obligations under these terms to another person if we agree in writing.

No rights for third parties

This agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.

If a court finds part of this contract illegal, the rest will continue in force

Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later

Even if we delay in enforcing this agreement, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this agreement, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

If someone else owns the phone or device you are using

If you download or stream the App onto any phone or other device not owned by you, you must have the owner's permission to do so. You will be responsible for complying with these terms, whether or not you own the phone or other device. 

We are not responsible for other websites you link to

The App may contain links to other independent websites which are not provided by us. Such independent sites are not under our control, and we are not responsible for and have not checked and approved their content or their privacy policies (if any). 

You will need to make your own independent judgement about whether to use any such independent sites, including whether to buy any products or services offered by them. 

Which laws apply to these Terms and where you may bring legal proceedings

These Terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts.

Additional Terms relating to OVO Beyond

These additional terms will apply to you if you are eligible for and utilise OVO Beyond (OVO Beyond Terms) and are supplemental to the above Terms and the Core Terms.

1. What is OVO Beyond?

1.1 OVO Beyond allows eligible customers access to exclusive offers and discounts on selected OVO products and services. If you are eligible, you'll be able to unlock OVO Beyond when you log in to the OVO App. If you are an existing OVO customer you will be able to unlock OVO Beyond straight away or if you are a new customer you will be able to unlock OVO Beyond from ninety (90) days after your supply start date. If you are in the process of switching away or have recently let us know that you are leaving us then OVO Beyond won’t be available to you.

1.2 Each OVO Beyond offer will be subject to its own separate terms and eligibility criteria, in addition to these Terms, so please read these carefully before choosing your offers. You’ll have to agree to the applicable offer terms in order to receive the offer. 

1.3 You may not be eligible for every OVO Beyond offer and not every offer may be shown as available to you in the App. 

1.4 To receive your chosen product or service you will need to follow the customer journey for the relevant product or service via the App which may also redirect you to the OVO website. Your product or service won’t be confirmed until you have received an email from us confirming your selection (or confirming your order if you have ordered one of our products).

1.5 All OVO Beyond offers are subject to change and availability. Sometimes we may reject your selection of an offer, for example, because a product is unexpectedly out of stock, the service is no longer available, or you no longer meet our eligibility criteria. When this happens, we will let you know as soon as reasonably possible and you may be able to choose an alternative offer from the latest OVO Beyond offers available, provided that you (i) satisfy the eligibility criteria (as applicable) and (ii) accept any supplemental terms for the alternative offer. 

1.6 Offers can only be redeemed for personal and consumer use. Use of the selected offers for business purposes is strictly prohibited. 

2. Personalised Energy Insights

2.1  As part of OVO Beyond we also provide you with personalised insights into your energy usage. These insights are designed to help you better understand how energy is used in your home and what changes you could make to reduce your energy consumption.

2.2 You will receive regular personalised energy saving recommendations which provide a detailed breakdown of the energy usage in your home and provide tips for reducing your energy consumption. 

2.3 Your personalised energy saving recommendations are based on data automatically transmitted to us through your smart meter which may be connected to other devices in your home, as well as any other data you submit to us. Readings from your smart meter will need to be submitted on a half-hourly basis in line with Beyond eligibility criteria (see section 3).

2.4 Our Energy Insights are produced on an “as is” basis only. We do not warrant or represent that Energy Insights (either general or personalised) will be delivered free of any inaccuracies, interruptions, delays, omissions or errors (“Faults”), or that all Faults will be corrected. It is therefore intended to provide information and guidance only and we are not liable for any Faults. You assume responsibility for any decisions made or actions taken based on the information contained in or generated by Energy Insights. We will not be liable for any damages of any kind arising from the use of Energy Insights, whether direct, indirect, incidental, punitive or consequential.

2.5 You understand that when providing Energy Insights, we are providing energy efficiency information for general information purposes only and do not provide professional advice. Any savings claims given to you are an estimate only and your actual savings will vary depending on your energy use and the changes you make to your energy habits. We are not responsible for any loss, damage or cost resulting from any action or decisions taken by you made in reliance on Energy Insights. You agree that you use Energy Insights at your own risk in these respects.

2.6 We may use your personal data to provide you with Energy Insights. The way in which data is collected and used by us is set out in our Privacy Policy.

2.7 The material and information contained within Energy Insights is for your personal use and may not be distributed or used for commercial purposes. All content, including but not limited to text, graphics, logos, images and software is owned by OVO or its third party service providers (as applicable). Any use, including but not limited to, the reproduction, modification, distribution, transmission, republication or display of the content  (other than in your use of this service) is strictly prohibited.

2.8 We can make changes to  Energy Insights at any time, including withdrawing or amending the product. We will try to give you reasonable notice if we make any changes which are to your detriment.

3. Eligibility Criteria

3.1 To be eligible for OVO Beyond you must:

1. be an OVO customer; 
2. be the primary account holder and bill payer of a registered account with OVO (please note that customers of other OVO group brands will not be eligible for OVO Beyond);
3. pay your bills by Direct Debit;
4. have a credit meter, Pay As You Go customers are not currently eligible for OVO Beyond;
5. have a working smart meter;
6. have either both your gas and electricity or just your electricity supplied by OVO (customers of other OVO Group brands such as Boost will not be eligible); 
7. opt in to half-hourly meter readings. If your meter does not currently submit readings every half hour, we will change this to collect readings on a half-hourly basis. You can always change this later, though if you do, you won’t be eligible for OVO Beyond; 
8. not be in debt to us, be subject to a debt repayment plan with us or otherwise have a prepayment meter with outstanding debt; and
9. not be in the process of switching your energy supply away from OVO to another provider 

3.2 You won’t be eligible for OVO Beyond if you do not meet all of the eligibility criteria as set out in section 3.1 above.

4. Your Right to Cancel

4.1 Offers provided free of charge 

Offers provided free of charge will not be able to be cancelled and you'll not be able to change your selection if the product has already been sent or the service has already been arranged and / or provided to you.  

4.2 Offers which require a one-off payment 

(a) You can change your mind about your selected offer within the Cooling Off Period. Some offers may have a longer Cooling Off Period so please check the applicable Supplemental Terms for more details. 

(b) If you exercise your right to cancel during the Cooling Off Period, you'll receive a full refund of any payment already paid to us (subject to section 4.8). 

4.3 Offers which require monthly payments

1. You can change your mind about your selected offer within the Cooling Off Period. Some offers may have a longer Cooling Off Period so please check the applicable offer terms for more details. 
2. If you exercise your right to cancel during the Cooling Off Period, your future monthly payments will be cancelled and you'll receive a refund of any payments already paid to us.

4.4 If you expressly request that a service which forms all or part of the selected offer is provided during the Cooling Off Period and the service is fully performed during the Cooling Off Period, you lose your right to cancel the offer once the service has been performed.    

4.5 If you have selected an offer which consists of receiving a product and do not receive the product within thirty (30) days of the stated delivery date, you can cancel your order.

4.6 If the selected offer is for a product and you cancel your selected offer you must return the product(s) to us at your own cost within fourteen (14) days of telling us that you wish to exercise your cancellation rights unless we notify you otherwise. 

4.7 Any refund owed to you'll be made to the original card used to pay for the offer within fourteen (14) working days of us receiving the returned product(s) and subject to our inspection of the product(s). 

4.8 We reserve the right to charge you and/or deduct from any refund payable to you, if the product, to which the refund relates, is damaged or unusable when it is returned to us as a result of your use and / or any damage to it.  

4.9 If you want to cancel or change your selected offer you'll need to contact OVO Customer Care on 0330 303 5063. Please be aware that if you cancel your selected offer, you may not be able to reselect another offer.

5. Faulty product or service

5.1 If you purchased, either by way of a one-off payment (section 5.2) or monthly payments (section 6.3) and received a product under the selected offer your Cooling Off Period is in addition to your consumer rights in respect of faulty products.

5.2 If you received a service under the selected offer, you still have a right to ask the Partner to repeat or fix the service if it is not carried out with reasonable skill and care or ask for some money back (where you paid for the service) if the Partner cannot fix it. 

6. Important to Know 

6.1 Each available OVO Beyond offer can only be redeemed once per household unless otherwise stated in the applicable offer terms. Only your household can redeem the offers and you cannot share them with any third parties.

6.2 We reserve the right (acting in our sole discretion) to cancel your selected offer if we believe that you have not complied with these Terms, the applicable offer terms (as applicable) and/or the OVO Core Terms and Conditions or otherwise.

6.3 We shall have the right, where necessary, to undertake all such action as is reasonable to protect ourselves against fraudulent or invalid offer applications, without limitation, to require further verification from you as to proof of eligibility, as well as your identity, age and other details relevant to the offer. In the event your information is linked to fraudulent claims or abuse of these Terms or the applicable offer terms or the OVO Core Terms and Conditions, you'll be unable to participate in the offer.

6.4 If our supply of your product or service is delayed by an event outside our reasonable control, including (but not limited to) an act of God, natural disaster, epidemic or pandemic, terrorist attack and civil war we will contact you as soon as reasonably possible to let you know and do what we can to reduce the delay. We will not compensate you for the delay. If you’ve not received the product or service within thirty (30) days of the date that we either told you the product would arrive or the service would be carried out then you can cancel your order free of charge by contacting our Customer Care team and receive a refund or choose an alternative offer from the latest OVO Beyond offers available, provided that you (i) satisfy the eligibility criteria and (ii) accept the offer terms, for the alternative offer.

6.5 The OVO Beyond offers cannot be combined with any other voucher, offer, discount or promotion code and may not be redeemed for cash. 

6.6 All offers which are included in OVO Beyond are subject to availability, and we reserve the right to alter, amend, substitute, or withdraw the range of offers at any time. 

7. How we use your data 

We will only ever use your personal information in order to provide you with the products and services and in accordance with our Privacy Policy.  This may include sharing your name, address and email address with our trusted third parties who help us provide these products and services to you. Please see the Supplemental Terms for further information about which information may be shared for different products and services.

If you no longer want to be part of OVO Beyond you can delete the App but this will not opt you out of receiving OVO Beyond emails. To opt out of receiving OVO Beyond emails click on the unsubscribe button in any OVO Beyond email or go to your online account. Please note that unsubscribing from OVO Beyond emails will not unsubscribe you from other OVO marketing emails if you are opted in to marketing. You can change your marketing preferences in your online account at any time.

8. Changes to OVO Beyond or these Terms

8.1 We’ll use reasonable endeavours to provide the OVO Beyond offers (as described), however, we reserve the right to alter any aspect of or cancel the offer at any time if, in our sole discretion, we consider such change to be necessary.

8.2 We can make changes to these Terms, an offer and/or any supplemental terms (that relate to an offer) at any time. These changes may include (but are not limited to), withdrawing or making changes to these Terms including changing the offers available to you. The Terms (and any supplemental terms) which will apply to the offer will be made available to you at the time you select the offer. 

8.3 Where we make substantive changes to these Terms and/or any offer terms which, in our reasonable opinion, are to your detriment we will give you reasonable notice of the changes. If, upon receiving notice from us, you’re not happy with the revised Terms and/or any offer terms you'll be entitled to cancel your offer by contacting our customer services team Please see section 10 below for further details on how best to get in touch. 

8.4 In the event of the termination of OVO Beyond or any OVO Beyond offers, all offers not redeemed by the termination date will be forfeited without compensation or any further obligation or liability, and no redemption of offers will be honoured thereafter unless stated in the applicable offer terms. 

9. Liability

9.1 We’ll not be liable for any loss including (but not limited to) indirect loss, any expense or damage that you may suffer or sustain as a result of your participation in any OVO Beyond offer, save where such loss or damage cannot be excluded by law (including personal injury, death and fraud) which shall be limited to the minimum under law.

9.2 Subject to section 9.4, we will not be responsible for:

1. any delay or inability to fulfil an offer, deliver your product and/or fulfil your service for reasons outside our reasonable control, or any costs, loss or damage you suffer as a result;
2. any costs, loss or damage you suffer as a result of not using the product in line with the instructions provided to you, including any manufacturer user guides;
3. any loss or damage you suffer caused by us, our employees or agents to the extent such loss or damage results from any breach by you of these Terms;
4. any failure by you or a third party in the care, operation, inspection, servicing or maintenance of a product which is not done strictly in accordance with the manufacturer’s instructions and without our or the manufacturer’s consent.

9.3 We shall not be liable, whether caused by breach of contract, negligence, breach of statutory duty or otherwise, for any loss or damage that we could not reasonably have expected would result from breach of these OVO Beyond Terms at the time you entered into them.

9.4 Nothing in these OVO Beyond Terms or any offer terms will affect our liability to you for death or personal injury as a result of our negligence, fraud or fraudulent misrepresentation, or for any matters which we cannot exclude our liability for under law.

10. Contact Us 

10.1 We hope you enjoy OVO Beyond but if you have any queries or need any support you can contact us by calling us on 0330 102 7423.

10.2 If you’re unhappy with our service, you can submit a complaint over the phone or in writing by going to https://www.ovoenergy.com/feedback.

10.3 We aim to respond to your complaint the same day we receive it. If you’re not happy with our response, you can ask for your complaint to be escalated to our internal complaints team, who will be in touch within five (5) working days.

11. Governing Law

These OVO Beyond Terms and any offer terms are governed by English Law and any dispute arising in relation to these shall be subject to the exclusive jurisdiction of the English Courts.

Last updated: 10th May 2024