Please read this document carefully as it will tell you everything you need to know about the terms on which we will deal with each other following your purchase of Flow Home Products.
In this document:
We, us, our means Flow Energy Limited;
You or your means the person receiving the Flow Home Thermostat and/or Flow Home Smart Plugs and Flow Home Gateway (Flow Home Products) under this agreement.
(Phone lines are open Mon-Fri 8:00am-8.00pm). We will do what we can to fix the fault as quickly as possible.
Your Flow Home Smart Plugs allow us to see when you have appliances turned on or off.
If you believe that someone has gained unauthorised access to your Flow Home Products, you can report this to us on 0800 092 0202 (Phone lines are open Mon-Fri 8:00am-8.00pm) or at firstname.lastname@example.org and we will do what we can to help you reset your log-in credentials.e) Any loss or damage you suffer as a result of you or anyone else altering the radio frequency allocations of your system controls. f) Replacing the batteries for your system controls. g) The broadband internet connection to your home. h) Providing a mobile phone, computer or internet browser that is compatible with Flow Home Products. 24. You are entitled to cancel this agreement and request a refund. a) If you bought Flow Home Products directly from the Flow Energy website you can cancel this agreement up to 14 days after the day you receive your Flow Home Products equipment. This is called your cooling off period. If you ask us to install the Flow Home Thermostat before the cooling off period ends and then cancel, we can charge you reasonable costs for any work we carried out before you confirmed your cancellation. If you wish to cancel you can use the cancellation form included within these Terms and Conditions or alternatively call us on 0800 0920202 (Phone lines are open Mon-Fri 8:30am-5pm) or email email@example.com to confirm your cancellation.
Your notice of cancellation is confirmed as soon as you send it by email or call us.
The terms and conditions for all our products and services are written in English and all contact we have with you will be carried out in English. Your agreement is governed by the Laws of England and Wales unless you live in Scotland in which case the laws of Scotland apply.
Flow Home Products cancellation form
If you wish to cancel your purchase of Flow Home Products you can use the below form or alternatively call us on 0800 092 0202 (Phone lines are open Mon-Fri 8:00am-8:00pm) or email firstname.lastname@example.org to confirm your cancellation.
How well use and protect our information about you
This section explains how we use the information we collect about you in your dealings with us some of which will be classified as sensitive under the Data Protection Act. Well meet the standards set out in this clause whether or not you become a customer.
We collect information about you in a number of ways. For example, you might give it to us, we might collect it through our dealings with you, or it might be collected from our devices such as Flow Home Products or smart meters.
We might also get it from companies that offer databases of information, like credit-reference agencies.
If we significantly change the information we ask for, or the way we use it, well tell you.
How we can use your information
We and our agents can use your information to do the following.
. Give you the services youve asked for, which can include loyalty and incentive programmes.
. Offer you services, accounts and products, again including loyalty and incentive programmes. We can use an automated scoring system to help us choose what to offer you. That system uses information from credit-reference agencies and other companies.
. Contact you to ask how we can improve the way we manage your account and provide you with services.
. Create statistics, test computer systems and do analysis. The information and analysis can include you and your household, your income and your lifestyle. It can also include the way you use energy. We can use our analysis to create profiles and marketing opportunities.
. Help prevent and detect debt, fraud and loss.
. Help us keep you, your family and your household healthy, safe and secure.
. Help us train our staff.
. Contact you in any way about products and services we (and our selected partners) are offering. This can include by email, phone and text message, as well as any other form of electronic communication (such as through your smart meter if you have one). It can also include visiting you.
We can monitor and record any of your communications with us, including telephone conversations and emails, to make sure were giving you a good service and meeting our regulatory and legal responsibilities.
We can use any of our information to contact you. We can contact you by post, email, phone, text message or any other kind of electronic communication (such as through your smart meter if you have one). We can also visit you.
If we contact you to tell you about offers, when possible well do it the way youve told us youd prefer to get marketing information.
If you no longer have an account with us, or if you dont use our products any more, we can still keep your information. We can then contact you to tell you about offers from us, and other companies, that might interest you.
You can ask us not to tell you about offers either at all, or just in particular ways whenever you like. Just get in touch with us and give us your account details.
Sharing your information with other organisations
We can let other people and organisations use our information about you. The other organisations include other Flow group companies.
We and those other people and organisations can use information about you for the following purposes.
. To provide services youve asked for. This can mean giving information to members of your family or household. It could also mean giving information to anyone acting on your behalf, other people who might be interested, or those who introduced you to British Gas (such as a landlord or letting agent).
. As part of the process of selling one or more of our businesses.
. To help prevent and detect debt, fraud or loss. This can include giving information about you to a credit-reference agency.
. To transfer some or all of a debt you have to another organisation.
. To provide information for legal or regulatory purposes (for example, if Ofgem, another regulator or a lawyer asks for it).
. In any current or future legal action.
. To take part in any data-sharing initiatives run by the Government, regulators or the industry (for example, initiatives meant to reduce fuel poverty, where people cant afford to pay for heating and electricity, or those to help groups of vulnerable customers).
. To help manage loyalty or reward programmes.
. To help an insurer manage your insurance policy, if you have one with us. The insurer can use the information for underwriting and claims, to help develop new services, and to assess financial and insurance risk.
Some of our work might be carried out outside the European Economic Area (EEA), and so might the people or organisations we share your information with. That means your information could be moved to countries that dont have the UKs standards or protection for personal information. If that happens, well make sure there are adequate safeguards. Well still collect, store and use your personal information the way we explain here.
What happens if we think you need extra care
If we believe that you need extra care, we can record that in our information about you. The extra care might be because of your age, health, disability or financial circumstances, or it could because you are vulnerable for another reason. We can record such information for any member of your household. Well keep this information so that we dont stop your supply.
We assess which customers need extra care and we record and share that information in line with Energy UKs safety-net procedures.
To get more information on these procedures go to energy-uk.org.uk/publication/finish/30/308.html.
We can share the information with:
. social services, charities, and support organisations, if we think that they could help you or any other members of your household by making sure your property has a gas or electricity supply;
. other energy suppliers, if we believe that youre thinking about changing supplier; and
. the relevant gas transporter, metering agents or the network operator.
Information you give us about other people
If you give us information on behalf of someone else, you confirm youve given them the information in this document. You also confirm that theyve given permission for us to use their personal information as weve described here.
If you give us sensitive information about yourself or other people, you agree we can use that information as weve described in this contract. That sensitive information could include, for example, health details or details of household members criminal convictions.
If you give us sensitive information about someone else, you confirm that they have agreed we can use the information as weve described in this contract.
How you can see the information we have about you
Youre entitled to a copy of the information we hold about you, and to ask us to correct any inaccurate information. We can charge you a small fee for providing a copy of the information we hold. For more information, please contact our Privacy Team by writing to them at:
Flow EnergyNorth Felaw Maltings 48 Felaw Street Ipswich IP2 8PN