Loop Optimise Terms of Use

1 INFORMATION ABOUT US AND OUR SERVICES

These Service Terms apply to consumers

1.1 If you buy Services from us directly, and you are a consumer, the following terms and conditions shall apply to your purchase of and use of the Services (Service Terms). These Service Terms were last updated on 27 November 2025.

1.2 We use a number of defined terms in this document. Definitions and, where appropriate, their locations in this document, are set out below:

Account has the meaning set out in paragraph 2.1.

Account Settings has the meaning set out in paragraph 2.1.

Free Trial has the meaning set out in paragraph 2.5.

Loop Optimise Service has the meaning set out in paragraph 1.3.

Mainland UK means England, Scotland and Wales, excluding Northern Ireland, the Isle of Man, the Channel Islands and any other offshore territories or islands.

Platform has the meaning set out in paragraph 2.1.

Service has the meaning set out in paragraph 1.3.

Where to find information about us and our Services

1.3 We are Trust Power Limited, trading as ‘Loop’ and you can find out more information on our business and our services, including Loop Optimise (the Service or Services) on our website before you order – available here. The Loop Optimise Service is an automated home battery management system that determines when and how your home battery charges and discharges. The Service takes into account factors such as forecast household energy consumption, forecast solar generation, and the electricity tariff you are responsible for setting in your Loop Optimise account. By managing battery charge and discharge cycles in this way, the Service may enable you to buy and sell energy in patterns that could result in cost savings. We do not guarantee that the use of the Service will result in any particular level of savings.

1.4 Our company address is Hutwood Court Bournemouth Road, Chandler’s Ford, Eastleigh, England, SO53 3QB. Our company number is 10144503 and our VAT number is 823 8184 22. We also confirm the key information to you in writing after you order, by email. We provide our information and documentation in English.

When you buy Services from us, you are agreeing that:

1.5 You are responsible for making sure that the information you provide during the order process (in particular, your battery details and current energy tariffs) is accurate and complete. If this information is incorrect, or out of date, our technology may not be able to optimise your energy usage effectively. This could result in reduced savings or higher energy costs compared to what would have been achieved with accurate information. You can update your details at any time through your Account Settings. Please let us know promptly of any changes to help ensure the Service works as intended.

1.6 If you make a mistake when inputting your details, you can change these in your Account Settings at any time.

1.7 Our Services will commence automatically once we have connected to your battery and you have accepted these Service Terms. Where you had purchased a paid subscription, you agree to us providing the Services during the statutory cancellation period of 14 days. These Service Terms set out how to cancel or end the Services.

1.8 You can only use the Services for your personal use.

1.9 Other important terms, such as delays outside our control, your rights if something goes wrong, when we can withdraw services or otherwise end our contract with you, and how you can resolve a dispute with us, are set out below.

Contacting us

1.10 You can contact our Customer Service Team at any time by email at support@loop.homes.

Support Coverage

1.11 Standard Support: Included with all subscriptions. Available via email during business hours typically Monday–Friday, 9 AM–5.30 PM GMT.

1.12 Response Time: We aim to respond to all messages as soon as possible and typically within 1 business day.

1.13 Scope of Support:

• Account queries.
• Assistance with onboarding and configuration.
• Troubleshooting technical issues related to the product.
• Exclusions:
  • Customisation requests.
  • Issues caused by third-party software or hardware.

2 INFORMATION ABOUT FORMING A CONTRACT WITH US

The contract is formed when we confirm acceptance of your order

2.1 You will need to separately create an account with us before you can place an order (Account). Registering for an Account will give you access to the Loop Optimise web platform which contains our service offering and allows you to place an order (Platform). On the Platform you will find information about any paid for subscriptions, Free Trials and the information you have provided in connection with the Services (battery, tariffs, etc.) (Account Settings).

2.2 The contract is formed when we confirm acceptance of your order on our Platform or via email (whichever is first). The following must occur before we can accept your order:

• we successfully connect to your battery as part of your order process; and
• you accept these Service Terms.

Sometimes we reject orders

2.3 Sometimes we reject orders during the order process, for example because you are located outside Mainland UK or because we are unable to connect to your battery. When this happens, you will not be able to proceed with the order process and you will receive an error message. Please contact our Customer Service Team if you’d like us to help onboard you to our Services.

We charge you when we provide our Services

2.4 For our Services, unless you have access to a Free Trial, we indicate our charges during the order process and will take payment at regular intervals, as explained to you during the order process.

We may offer certain services on a Free Trial basis

2.5 We may offer a free trial of certain services or features (Free Trial) for a limited period, as specified at the time of your order. The duration of the Free Trial will be communicated to you before your acceptance of these Service Terms. In the absence of such duration, the Free Trial commences on your acceptance of the Service Terms and will last for 3 calendar months.

2.6 Free Trials are offered at our discretion. We reserve the right to withdraw or refuse a Free Trial. Users who have previously used a Free Trial may not be eligible for another.

2.7 You will not be charged during the Free Trial but we may require you to provide valid payment details during the order process to prevent service interruption if you continue with a paid subscription.

Once the Free Trial ends you can continue to use the Services

2.8 At the end of your Free Trial period, you may need a paid for subscription to continue to access the Services. During the Free Trial, if you wish to upgrade to the full paid for Service, instead of the Free Trial, you may again need a paid for subscription. By starting your free trial, you agree to these Service Terms, which will continue to apply if you choose to subscribe to our paid Services.

2.9 On acceptance of the associated Service Terms, a contract will be formed and our Services will commence automatically once the contract is formed. You provide us with your permission to provide Services on this basis. This means you agree that we can provide the Services during any statutory cancellation period (see paragraph 4.6 for more information). These Service Terms apply to all Services we provide, including any Free Trial, and any Free Trial that transitions into paid Services.

2.10 If you do not wish to continue with the paid subscription, your access to the Services will terminate at the end of the Free Trial. You may cancel your Free Trial at any time before the Free Trial ends by selecting to withdraw from the Services in the Account Settings.

3 OBLIGATIONS ON US AND ON YOU

We’re not responsible for delays outside our control

3.1 If the supply of our Service to you is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team to end the contract and receive a refund for the Service you paid for in advance but have not received.

You’re responsible for making sure your details are accurate

3.2 Our website sets out the information we need to provide the Service (including guidance on where to find the information). However, you’re responsible for making sure that the information you provide during the order process is accurate and complete. This includes, for example, your energy tariff, battery specification, and other relevant system details. The Service relies on this information to optimise your energy usage. If the information is incorrect or incomplete, optimisation may be less effective, which may result in lower than expected savings or, in some cases, increased energy costs. Please check your details carefully before submitting your order. If you are unsure, you can contact our Customer Service Team.

3.3 You must promptly update your account if any of your details change after sign up. If you change the number or angle of solar panels, the battery type or energy tariff, or move to a new property, as examples, you must update your information through your Account Settings. If your details are not updated, the Service will continue to optimise your battery based on your previous settings, which may result in lower than expected savings or, in some cases, increased energy costs. Please contact our Customer Service Team if you have any queries or need help updating your details.

You must keep your account details safe

3.4 If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose this information to any third party.

3.5 We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these Service Terms.

3.6 If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify our Customer Services Team.

No text or data mining, or web scraping

3.7 We do not allow you to use or exploit our Service, including our website and Platform, for any text or data mining or web scraping for any purpose, including the development, training, fine-tuning or validation of AI systems or models.

3.8 Paragraph 3.7 shall not apply insofar as (but only to the extent that) we are unable to exclude or limit such activities, including text or data mining or web scraping activities, by contract under the laws which are applicable to us.

You must not introduce viruses

3.9 You must not:

• misuse our Platform by knowingly introducing viruses, trojans, worms, logic bombs, or other material that is malicious or technologically harmful, or otherwise harmfully interacting with our Platform or any part of it;
• attempt to gain unauthorised access to our Platform, the server on which our Platform is stored or any server, computer or database connected to our Platform or any other equipment or network connected with our Platform;
• interfere with, damage or disrupt any software used in the provision of our Platform or any equipment or network or software owned or used by any third party on which this Platform relies in any way; or
• attack our Platform via a denial-of-service attack or a distributed denial-of-service attack.

By breaching any of the provisions of this paragraph 3.9, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities, and we will co-operate with those authorities by disclosing your identity to them. Where this occurs, your right to use our Platform and/or Service will end immediately.

4 ENDING YOUR CONTRACT OR CHANGING YOUR MIND

Ending a contract

4.1 There may come a time where you choose to end or cancel your contract with us. The following paragraphs set out how this can happen and any related effects, including early termination of a fixed term contract (see paragraph 4.4):

• Account deletion (paragraphs 4.2 and 4.4);
• Subscription cancellation (paragraphs 4.3-4.4); and
• Cooling off period (paragraphs 4.5-4.9).

You can end an on-going contract

4.2 You can end an on-going contract with us at any time by deleting your Account on our Platform.

4.3 Alternatively, you can cancel your subscription at any time via the Account Settings page of our Platform.

4.4 If you have a fixed-term contract and choose to cancel early by way of deleting your account, or cancelling your subscription, different terms may apply depending on the circumstances of cancellation and your statutory consumer rights.

• If you choose to cancel your contract after the 14 day cooling off period, and you are on a fixed term contract, you may cancel at any time. However, you will not be entitled to a refund for any advance payments covering the remainder of your term. This reflects the value of the discounted rate and the costs we incur in setting up and maintaining your Service.
• We explain your statutory cancellation rights separately in paragraphs 4.5-4.9.

You have a legal right to change your mind.

4.5 Where you have requested a paid subscription, you have 14 days from the date that the contract is formed to change your mind about a purchase without giving any reason. You lose the right to cancel our Service, where you’ve requested Services and we deliver these before the cooling off period ends. You will need to pay for our Services in full in this case.

4.6 You give us your express permission on accepting these Service Terms to commence the Services once the contract is formed. This means, if you have purchased a paid subscription, and you choose to cancel within 14 days of commencement, you will pay a pro-rata amount for the Services you utilise until the date that you cancel. For example, if you cancel on the evening of day 7, you will pay for 7 days of our Services.

4.7 If you change your mind, you must turn off the Service through your Account Settings on our Platform. You can then inform us, Trust Power Limited, trading as ‘Loop’ of Hutwood Court Bournemouth Road, Chandler’s Ford, Eastleigh, England, SO53 3QB and available at support@loop.homes, of your decision to cancel this contract by:

• Sending a clear statement to include the information in this paragraph 4.7 (e.g. a letter sent by post, or an email), or
• Filling out the Cancellation Form available at this link. If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation on a durable medium (e.g. by e-mail) without delay.

4.8 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

4.9 Subject to paragraph 4.6, we will refund you as soon as possible and within 14 days of you telling us that you’ve changed your mind. We will refund you by the method you used for payment. We don’t charge a fee for the refund.

You have rights if there is something wrong with your Service

4.10 If you think there is something wrong with the Service, you must turn it off through your Account Settings on our Platform and contact our Customer Service Team. By turning off the Service, you will no longer optimise your battery usage.

4.11 As a consumer, you have important legal rights when you purchase our Service. Some of your key legal rights are summarised below and are subject to certain exemptions. Nothing in these Service Terms affect your statutory rights as a consumer. For detailed information, please visit the Citizens Advice Platform at citizensadvice.org.uk.

• You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill or get some money back if we can’t fix it.
• If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable.
• If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

4.12 When you turn off our Service, you should be able to control the battery through the battery manufacturer’s controls. If you are still unable to use the battery, this may be a fault with the battery itself and you will need to reach out to the relevant individual or business who provided this to you.

4.13 We do not warrant or guarantee that the Service will result in savings in your energy costs. See paragraph 6 for more information.

5 CHANGES TO YOUR CONTRACT OR THE SERVICES

We can change the Service and these terms

5.1 Changes we can always make. We can always change the Service:

• to reflect changes in relevant laws and regulatory requirements; and/or
• to make minor technical adjustments and improvements, for example to address a security threat.

These are changes that don’t affect your use of the Service.

We can suspend supply (and you have rights if we do)

5.2 We can suspend the supply of the Service. We do this:

• to deal with technical problems or make minor technical changes;
• to update the Service to reflect changes in relevant laws and regulatory requirements or as set out in these Service Terms; and/or
• if we are otherwise unable to provide the Service.

We aim to give you notice where we can for non-urgent suspensions.

5.3 We will let you know, and may adjust the price.

• We will contact you in advance to tell you we’re suspending our Services, unless the problem is urgent or an emergency.
• If we suspend the Service for no longer than 24 hours, this will just be considered a service interruption with no subsequent action taken.
• If we suspend the Service, or tell you we’re going to suspend the Service, for more than 24 hours, and you are a paid subscription customer, we will provide you with a pro-rata credit for the period for which the Service was suspended.
  • If you pay for the Service on a monthly subscription, the credit will be deducted from your next month’s payment.
  • If you pay for the Service on an annual subscription, or other fixed term contract, your contract term will be extended by the equivalent period for which the Service was suspended and no monetary credit will be applied.
• If we suspend the Service for more than 14 days, you can contact our Customer Service Team to end the contract.
  • For monthly subscriptions, we’ll refund any sums you have paid in advance for Services you won’t receive.
  • For annual subscriptions and other fixed-term contracts, your contract term will be extended by the equivalent period of suspension unless we agree otherwise with you.

We can withdraw the Service

5.4 We can stop providing the Service. We let you know as soon as we can if we propose to do this and we will refund any sums you’ve paid in advance for the Service which won’t be provided. This paragraph does not affect your statutory rights.

We can end our contract with you

5.5 We can end our contract with you for the Service if:

• you don’t make any payment to us when payment is due and you still don’t make payment within 7 days of us reminding you that payment is due;
• you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the Service, for example a change in your battery details which impacts our ability to connect and provide the Service; or
• our software is unable to control your hardware due to an incompatibility between our software and your hardware.

6 OUR RESPONSIBILITIES FOR LOSSES

We don’t compensate you for all losses caused by us or the Service

6.1 We’re not responsible for losses you suffer caused by us breaking this contract if the loss is:

• Unexpected. These are losses that were not reasonably foreseeable at the time we entered into the contract. This means it was not obvious that the loss would occur and nothing you said to us before we accepted your order meant we should have expected it (so, in legal terms, the loss was unforeseeable). Unexpected losses include loss you incur where we are unable to take control of your battery after we have successfully synced to the battery, as the battery is provided directly to you by a third party.
• Caused by a delaying event outside our control. As long as we have taken the steps set out in paragraph 3.1.
• Caused by a third party. Where such loss is caused by the inadequate performance or malfunction of your battery and/or hardware, which has been provided by a third party provider directly to you (i.e. not through us).
• Avoidable. Something you could have avoided by taking reasonable action or by following our advice. Avoidable losses include any loss you incur as a result of your provision of inaccurate information to us or failure to update your information when it changes (you can do this via your Account Settings).

6.2 The exclusions at paragraph 6.1 do not apply to losses that:

• are a direct result of our failure to provide our core Services as described in these terms;
• arise from our negligence or wilful misconduct; or
• are reasonably foreseeable consequences of the type of service we provide.

We remain responsible for selecting and managing our third-party providers with reasonable care.

6.3 We accept no liability for any damage to any battery or hardware which our software connects to, as the hardware is maintained by its own management system.

6.4 Our Service is intended for personal use only and is not designed for business use. It must not be used for the purposes of trade, business, craft or profession. Save in respect of any liability which cannot legally be limited, we shall not have any liability to you for any losses arising under or in connection with business use, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, and all claims for loss of profit or indirect or consequential loss shall be wholly excluded.

7 PERSONAL DATA

We use your personal data as set out in our Privacy Notice

7.1 How we use any personal data you give us is set out in our Privacy Information Notice.

8 RESOLVING DISPUTES

You have several options for resolving disputes with us

8.1 Our complaints team. Our Customer Service Team will aim to resolve any problems you have with us or our Service.

8.2 You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the English courts as well as the courts of the country you live in.

9 OTHER IMPORTANT TERMS APPLY TO OUR CONTRACT

9.1 We can transfer our contract with you, so that a different organisation is responsible for supplying your Loop Optimise Service. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract. If you’re unhappy with the transfer you can contact our Customer Service Team to end the contract within 14 days of us telling you about it and we will refund you any payments you’ve made in advance for the Service which will not be provided.

9.2 You can only transfer your contract with us to someone else if we agree to this. You can make a request by contacting our Customer Service Team. We may refuse your request if the person you are transferring to does not have the appropriate battery or systems to support our Services.

9.3 Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

9.4 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

9.5 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.