Website Terms and Conditions

Flow Energy Ltd – Terms & conditions and are websites that belong to Flow Energy Limited (Registered Number 07489062)(Flow Energy). Flow Energy is a subsidiary Flowgroup plc. Flow Energy’s registered office is Felaw Maltings, 48 Felaw Street, Ipswich, IP2 8PN. We set out below the terms which will apply when you use our website. These may change from time to time so you should regularly check for amendments to review the then current terms because they are binding on you. These terms and conditions were last updated on 2 April 2015. You should carefully read these terms and conditions By using our website you show you accept and are agreeing to keep to these terms. Do not use our website if you do not accept these terms and conditions. To print these terms and conditions, select ‘file’ from your toolbar and then ‘print’.

1. Access to our website

Access to our website is permitted on a temporary basis and we may at any time change or withdraw the information and/or service and/or products we provide without any notice and without any liability to you. Certain areas of the website are only open to you if you register. When you access our website you must provide us with your email address and a password so that you can log on to our Internet service and access your account details. When you use your email address and password you are giving us authority to carry out all the instructions you have given us on this site.

2. Your protection and security

We will only allow you to log on and use the online account section of the site if you use your email address and password. So as to protect you, if you enter your email address and password incorrectly three times, we will block access to your account. You will need to phone us on the number below so that we can reactivate your account if we have blocked it. Please keep your password strictly confidential. Responsibility for keeping it secret rests with you. You can change your password immediately through the website or by phoning us on 0800 0920202.

3. When Flow contacts you

You must give us a valid and up-to-date e-mail address. If you change your e-mail address, you should let us know immediately through Your Account.

4. When you contacting us

Once your account is set up and you are logged in, you will be able to contact us through the website by visiting the ‘Help and Advice’ section, accessed from most pages of the site. If you would prefer to phone us about your online account, you can call us on 0800 0920202. Please ring this number if you are experiencing problems with using the website, forgotten your password, unable to view your statement, make a payment, and for all other enquiries. There are other useful phone numbers in the ‘Help and Advice’ section of our website. If you discover a fault with our website please tell us by contacting us via the ‘Help and Advice’ section of the website.

5. Unused and invalid accounts

We have the right to discontinue or delete accounts where:
  • you have set up more than one online account for the same supply;
  • you have not used your accounts for longer than 12 months; or
  • the accounts do not have a valid e-mail address.
If possible we will contact you by email when we discontinue any accounts. Your supply will not be affected, and we will continue to send your bills through the post. If we discontinue or delete your online account, you can ask us for a new online account at any time.

6. Change of address

When you have sent us all the final meter readings and paid the bills at your old address, we will send you an e-mail to tell you that for a six month period you can see the final bill on the website. If you would like us to supply your gas, electricity or both at your new address, you can sign up using your online account or our website at When you have your new account reference numbers, you can apply for another online account. Your registration will remain the same but this will close your old gas or electricity account and open a new account.

7. Changes to products and services

We can change the prices and details of products and services (and any offers) on our website without giving notice. We can only provide products and services if they are available, and we cannot guarantee that they will be. Any details of products and services on this website are not an offer to sell or buy the products or services by Flow Energy. Flow Energy may decide to accept or reject your offer. The material on our website may be out of date and Flow Energy makes no commitment to update such material.

8. Use of our website

This website is for personal use only.

9. Licence

We own or licence all the intellectual property rights in our website and in the material contained in this website all of which are protected by copyright laws. You are permitted to print and download any part of this material on the following basis:
  • it must not be used for business purposes;
  • the copies must all contain Flow Energy’s copyright and trade mark notices and this permission notice;
  • certain products and technology or processes described in our website may be controlled by other copyrights or patents that Flow Energy or other people may have. You do not have  the right to copy those; and
  • you must not reproduce any images on our website or use them in any way without the owner’s written permission.
For the avoidance of doubt any use of any material from the website other than in accordance with this paragraph is prohibited.

10. Changes to terms and conditions

We have the right to change these terms and conditions at any time by putting the changes on the website. It is your responsibility to read the website terms and conditions regularly to make sure you are aware of any changes. If you use this website after we have made a change, you will be deemed to have accepted the revised terms and conditions. From time to time you should print off and keep a copy of these terms and conditions, together with a copy of any terms and conditions relating to any product or service you apply for online and any related application form which you have completed. We must specifically agree, in writing, any change to the terms and conditions.

11. Disclaimer

Nothing in these terms and conditions shall exclude or limit Flow Energy’s liability for death or personal injury caused by our negligence, or fraud, or any liability which cannot be excluded or limited under applicable law. Although care is taken in preparing the contents of this website, we do not warrant the accuracy and completeness of any of the information, names, images, pictures, logos, icons and so on relating to Flow Energy or the Energetix group of companies, or their products and services or any other organisation’s products and services. Nor do we provide any warranty including any warranty that a product or service will be:
  • of satisfactory quality;
  • fit for a particular purpose;
  • legal;
  • compatible with equipment you already have;
  • secure; or
  • accurate.
We will exclude all such terms and warranties. We will not, under any circumstances, be responsible for any losses you suffer as a result of using this website including loss of profits, loss of data or loss of goodwill, whether these losses are direct or indirect, nor any indirect financial (or monetary) losses, losses that are not a direct consequence of our behaviour and losses that we could not have been expected to foresee. We do not warrant that the information in this website is accurate or complete or up to date, or that we have checked it. We will not be responsible for checking that the information is accurate or complete, or if any person relies on the information. We accept no liability for any errors, omissions or inaccuracies contained in or referred to on our website or its contents. We do not warrant that the functions or materials on this website, or which you can access from this website, will be uninterrupted or free from errors, that we will correct any errors, or that this website or the server that makes it available are virus or bug free or represent the full functionality (range), accuracy and reliability of the materials. We are not responsible if you cannot access or use the site due to the failure of any machine, data-processing system or transmission link, any period of maintenance, change, repairs, alteration to or failure of computer systems, any industrial dispute or anything beyond our reasonable control or beyond that of our agents or sub-contractors. If any of these terms and conditions (or any terms and conditions relating to a product or service referred to in this website) should be determined to be illegal, invalid or otherwise unenforceable under the laws of any state or country in which the terms and conditions are meant to be effective, we will delete the relevant terms (only in the state or country where they are illegal, invalid or unenforceable) and the remaining terms and conditions will continue to be effective, binding and enforceable. The information in this website is not advice (financial or otherwise) or an offer to sell or deal in any securities. You must not rely on it when making any investment decision or a decision to buy financial services from an organisation.

12. Headings

The headings used in these terms and conditions are for convenience only and do not affect the meaning of the terms and conditions.

13. Jurisdiction and law

The products and services described in this website are available only to residents in Great Britain. The information on this website is only aimed at those residents and we will not accept applications from anyone else. The laws of England and Wales apply to these terms and conditions and any terms and conditions relating to products or services described on this website. If there is a dispute about these terms and conditions, this will be dealt with in the courts of England and Wales.

14. Links from our website

Certain links in this site will take you to websites that are not under our control. These links are provided solely for your convenience. When you click on any of these links, you will leave our website. We have not reviewed any other website, have no control over, and will accept no responsibility or liability for, the material on any other website or the availability of any other website. We do not endorse or make any representation about any other website or its content. If you decide to access any third party website linked to our website, you do so entirely at your own risk. We will not accept any responsibility or liability for websites we frame.

15. Monitoring phone calls and emails

We may monitor and record phone calls and e-mails. This will help us to improve our service and make sure we keep to our practices and procedures. Also, by recording phone calls and e-mails, we can provide evidence of any contracts you enter into over the phone or by e-mail.

16. Product terms and conditions

If you apply for any product or service mentioned on this website, you should read these terms and conditions with any other terms and conditions which relate to the product or service and, if there is any contradiction between them, the specific terms and conditions relating to the product or service will apply.

17. Trademarks

The images, logos and names on this website which identify us, or any other organisations and their products and services are our trademarks or the trademarks of the other organisations. Nothing on this website gives anyone any licence or right to any image, logo or name.

18. Using the website

To use the website you need a browser such as Microsoft Internet Explorer version 7.0, or above, Firefox 6.0, Safari v5 or Chrome v4.