Terms of Service

1. Acceptance of Terms

By accessing and using the services provided by Chumnagryph ("Company," "we," "our," or "us"), you ("Customer," "you," or "your") agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use our services.

2. Service Description

Chumnagryph provides electricity and gas supply services to residential and commercial customers across Great Britain. Our services include:

• Electricity supply and distribution
• Gas supply and distribution
• Smart meter installation and maintenance
• Energy monitoring and billing services
• Customer support and emergency services
• Energy efficiency consultations

3. Eligibility and Registration

3.1 Customer Eligibility

To use our services, you must:

• Be at least 18 years of age
• Have legal authority to enter into binding contracts
• Provide accurate and complete information during registration
• Maintain and update your account information
• Comply with all applicable laws and regulations

3.2 Account Registration

When registering for our services, you agree to provide accurate, current, and complete information. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

4. Service Terms and Conditions

4.1 Supply Agreement

Your use of our energy supply services is governed by a separate Supply Agreement, which forms part of these Terms. The Supply Agreement will specify:

• Service commencement date and duration
• Pricing structure and payment terms
• Energy usage monitoring and reporting
• Service standards and performance guarantees

4.2 Service Standards

We commit to providing reliable energy supply services with a 99.9% uptime guarantee. In the event of service interruptions, we will:

• Notify customers as soon as reasonably possible
• Provide estimated restoration times
• Work diligently to restore service
• Provide compensation where applicable under regulatory requirements

5. Pricing and Payment

5.1 Pricing Structure

Our pricing is based on competitive market rates and may include:

• Unit rates for electricity and gas consumption
• Standing charges for service availability
• Connection and disconnection fees
• Late payment charges and administrative fees

5.2 Payment Terms

Payment terms are specified in your Supply Agreement. Generally:

• Bills are issued monthly or quarterly
• Payment is due within 14 days of bill date
• Multiple payment methods are available
• Direct debit discounts may apply
• Late payment charges may be applied to overdue accounts

6. Customer Responsibilities

As a customer, you are responsible for:

• Providing safe and legal access to your property for service provision
• Maintaining electrical and gas installations in safe working condition
• Reporting service issues or emergencies promptly
• Paying bills on time and in full
• Notifying us of changes to your contact information
• Allowing reasonable access for meter readings and maintenance
• Complying with safety regulations and guidelines

7. Service Interruptions and Limitations

7.1 Planned Interruptions

We may interrupt service for:

• Routine maintenance and upgrades
• Safety inspections and repairs
• Regulatory compliance activities
• Network improvements and expansions

We will provide reasonable advance notice of planned interruptions.

7.2 Emergency Interruptions

Service may be interrupted without notice in emergency situations, including:

• Safety hazards or equipment failures
• Natural disasters or extreme weather
• Regulatory orders or legal requirements
• Network security incidents

8. Termination

8.1 Customer Termination

You may terminate your service by providing 30 days' written notice. Final bills will be issued, including any applicable termination fees.

8.2 Company Termination

We may terminate service for:

• Non-payment of bills after proper notice
• Breach of these Terms or Supply Agreement
• Fraudulent or illegal use of services
• Safety violations or hazardous conditions
• Regulatory requirements

9. Limitation of Liability

To the maximum extent permitted by law:

• Our liability is limited to the cost of the services provided
• We are not liable for indirect, consequential, or punitive damages
• Our total liability shall not exceed the amount paid by you in the 12 months preceding the claim
• Some limitations may not apply to personal injury or death caused by our negligence

10. Force Majeure

We are not liable for delays or failures in performance resulting from circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, government actions, labor disputes, or equipment failures not attributable to our negligence.

11. Data Protection and Privacy

Your personal information is handled in accordance with our Privacy Policy and applicable data protection laws. By using our services, you consent to the collection, use, and disclosure of your information as described in our Privacy Policy.

12. Dispute Resolution

12.1 Internal Complaints Process

We maintain an internal complaints handling process. If you have a complaint:

• Contact our customer service team first
• We will acknowledge your complaint within 1 business day
• We aim to resolve complaints within 8 weeks
• You will receive written confirmation of the resolution

12.2 Alternative Dispute Resolution

If we cannot resolve your complaint internally, you may refer the matter to the Energy Ombudsman or other relevant regulatory body.

13. Regulatory Compliance

Our services are provided in accordance with:

• Ofgem regulations and license conditions
• Health and Safety Executive requirements
• Environmental regulations
• Consumer protection laws
• Industry codes and standards

14. Intellectual Property

All content on our website and materials, including logos, trademarks, text, images, and software, are the property of Chumnagryph or our licensors and are protected by intellectual property laws.

15. Modifications to Terms

We may modify these Terms from time to time. We will notify you of material changes by:

• Posting updated Terms on our website
• Sending notice to your registered email address
• Including notice in your regular bill

Continued use of our services after modifications constitutes acceptance of the updated Terms.

16. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or our services will be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to be valid and enforceable to the fullest extent permitted by law.

18. Contact Information

For questions about these Terms or our services, please contact us: