Terms of Service

Last updated: January 2024

1. Introduction

These Terms of Service ("Terms") govern your use of ArenaOppi's electricity and gas supply services and website. By using our services, you agree to be bound by these Terms.

ArenaOppi is a company registered in England and Wales (Company Number: 12345678) with registered office at 123 Energy Street, London, E1 6AN.

2. Service Provision

Electricity Supply:

  • We provide electricity supply services in accordance with our license conditions
  • Supply is subject to network availability and system constraints
  • We comply with all Ofgem regulations and industry standards

Gas Supply:

  • Natural gas supply services are provided through the national transmission system
  • Supply pressure and quality meet national safety standards
  • Emergency procedures comply with HSE regulations

3. Customer Obligations

As our customer, you agree to:

  • Provide accurate information for account setup and maintenance
  • Allow safe access to meters and equipment for readings and maintenance
  • Pay bills promptly according to agreed payment terms
  • Use energy responsibly and in compliance with safety regulations
  • Notify us immediately of any safety concerns or emergencies
  • Inform us of any changes to your contact details or property status

4. Pricing and Payment

Tariffs:

  • All prices include applicable taxes and levies
  • Tariff changes will be communicated with required notice periods
  • Standing charges and unit rates are clearly stated on bills

Payment Terms:

  • Bills are issued monthly or quarterly as agreed
  • Payment is due within 14 days of bill date
  • We accept various payment methods including direct debit, online payments, and bank transfers
  • Late payment charges may apply as per Ofgem guidelines

5. Meter Reading and Billing

  • We will attempt to read meters at regular intervals
  • Customers may provide meter readings through our website or customer service
  • Estimated bills may be issued when actual readings are unavailable
  • Bill adjustments will be made when actual readings are obtained
  • Smart meter data is collected and used in accordance with our Privacy Policy

6. Service Interruptions

Service may be interrupted due to:

  • Planned maintenance (with advance notice where possible)
  • Emergency repairs or safety issues
  • Network faults beyond our control
  • Extreme weather conditions
  • Non-payment of bills (following proper procedures)

We will restore service as quickly as safely possible and provide updates on significant outages.

7. Contract Termination

By Customer:

  • 30 days written notice required for contract termination
  • Final bill will be issued based on final meter reading
  • Any outstanding charges remain payable

By ArenaOppi:

  • We may terminate for persistent non-payment
  • Breach of contract terms may result in termination
  • Required notice periods will be observed unless safety is at risk

8. Liability and Warranties

  • Our liability is limited as permitted by law and regulation
  • We are not liable for damage caused by third-party network failures
  • Force majeure events exclude liability for service interruptions
  • Consequential damages are excluded to the maximum extent permitted
  • Our total liability is limited to the value of energy supplied in the preceding 12 months

9. Complaints Procedure

If you have a complaint:

  1. Contact our customer service team at +44 20 7946 0958 or [email protected]
  2. We will acknowledge your complaint within 1 working day
  3. Most complaints are resolved within 8 weeks
  4. If unresolved, you may escalate to the Energy Ombudsman
  5. Contact details for the Ombudsman will be provided with our final response

10. Data Protection

Your personal data is processed in accordance with our Privacy Policy and UK GDPR requirements. We use your data to provide services, comply with regulations, and improve our offerings.

11. Regulatory Compliance

ArenaOppi operates under:

  • Electricity and Gas Supply Licenses issued by Ofgem
  • Industry codes including BSC, CUSC, and UNC
  • Health and Safety Executive regulations
  • Consumer protection legislation
  • Environmental and sustainability requirements

12. Website Terms

Use of our website is subject to these additional terms:

  • Content is provided for informational purposes
  • Intellectual property rights are reserved
  • Prohibited uses include unlawful activities and system interference
  • We may suspend access for policy violations
  • Links to third-party sites are provided for convenience only

13. Changes to Terms

We may modify these Terms with appropriate notice as required by regulation. Significant changes will be communicated via:

  • Email notification to registered customers
  • Notice on our website
  • Information included with bills

Continued use of our services constitutes acceptance of modified terms.

14. Governing Law

These Terms are governed by English law and subject to the jurisdiction of English courts. Alternative dispute resolution through the Energy Ombudsman is available for eligible complaints.

15. Contact Information

For questions about these Terms of Service:

ArenaOppi Customer Services
123 Energy Street
London, E1 6AN
Phone: +44 20 7946 0958
Email: [email protected]
Website: www.arenaoppi.com