To use the Services, you must:
The Agreement will continue for as long as you have a user account or until you or we terminate in accordance with these Terms and linked polices, whichever happens first.
We are a limited company registered in England and Wales (company number 10144503), and our address for correspondence is: Oxygen House Grenadier Road, Exeter Business Park, Exeter, England, EX1 3LH.
These Terms apply to any version of the Services that you download from the Apple App Store, Google Play Store, or any other Appstore provider from whose site you download the Services (“Appstore Provider”), including any updates or supplements to the Services unless they come with separate terms, in which case those terms apply. These Terms are entered into between you and us.
No other third party, including any Appstore Provider shall have any obligations with respect of the Services or Products. However, any such Appstore Providers are third party beneficiaries of these Terms. Upon your acceptance of these Terms, the Appstore Provider, as the case may be, shall have the right (and will be deemed to have accepted the right) to enforce these Terms against you as a third-party beneficiary thereof.
From time-to-time updates to Our Site may be issued through the Appstore Provider. Depending on the update, you may not be able to use our app until you have downloaded or streamed the latest version of the app and accepted any new terms.
Changes to these Terms
We reserve the right, from time to time, to change these Terms at our sole discretion. The Terms that are applicable to your use of the Service and will be the version that is displayed on our website at each date you access Our Site.
We may amend these Terms at any time by posting the amended terms on Our Site and emailing or sending you a push notification to notify you of the change. Your use of the Services after changes to the Terms have been made means that you agree to be bound by such changes.
Every time you order Products or sign up for Services from us, the Terms in force at that time will apply.
If we introduce new functionality, new Services or Products, then use of such additional features may be subject to you accepting additional terms and conditions or changes to these Terms.
Acceptable Use Restrictions
Intellectual Property Rights
You have no intellectual property rights in the Services or any content featured on them other than the right to use them in accordance with these Terms.
We are the owner or the licensee of all intellectual property rights in Our Site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
Our status (and that of any identified contributors) as the authors of material on Our Site must always be acknowledged.
You must not use any part of the materials on Our Site for commercial purposes without obtaining a licence to do so from us or our licensors.
The Services are meant as an aid to assist you in managing your energy usage. We do not warrant that your use of the Services will result in a reduction to your energy or CO2 usage or bills.
You are responsible for checking your Smart Meter. We accept no liability for errors in energy calculations due to a faulty Smart Meter, including errors in bill calculations or estimates.
We do not guarantee that any projections, reports, tariff data or other information provided by us to you are free of any errors or inaccuracies. You are responsible for managing your own energy usage and expenditure.
Occasionally, when preparing reports to you, we do not have access to up-to-date tariff data. Where this is the case, we base our figures on estimates based on our experience and understanding, but we cannot guarantee that the figures provided are accurate.
Although we make reasonable efforts to update the information provided by the Services, we make no representations, warranties or guarantees, whether express or implied, that such information is complete or up to date.
By using the Services, you agree that we are entitled to connect to your Smart Meter and use the data from your Smart Meter to provide the Services.
This includes information from your smart meter about your energy usage, patterns of usage, the energy supplier you have chosen, the cost of your energy usage and your property’s supply point reference number (MPAN).
We rely on information and data which is provided by third parties to understand your energy usage and expenditure. We are not liable for any inaccuracies in such energy usage or expenditure data.
Third Party Links
Stripe ID validation service
With your consent, we use Stripe.com payment platform to verify your name and address using your credit or bank card for the property you are giving consent for us to collect, store and share your
Smart Meter data.
No payment is taken by us in doing this. Some banks may temporarily reserve a token amount of up to £1 to complete the verification but this will be released.
Smart meter data services
With your consent, we use n3rgy data service (https://data.n3rgy.com) to interface with the national smart meter systems in order to collect, store, manage and share with us your Smart Meter data. This service uses the Smart Energy Code (https://smartenergycodecompany.co.uk/). You can withdraw consent at anytime by contacting us.
With your consent, we use Electralink data service (https://www.electralink.co.uk/) to provide real-time access to current supplier information, address confirmation, MPAN number and a subset of meter technical details. This service provider is permitted by the DTSA (as defined below) to access, copy, store and process data transmitted across the Service Provider’s data transfer network.
“DTSA” the Data Transfer Services Agreement made up of various participants of the electricity industry initially dated September 1997 (as amended) for the provision of the Data Transfer Service.
Price comparison and switching service provider
At this time, we do not have an energy comparison and switching service partner.
Third Party Websites
The Services may contain links to other websites which are not provided by us. Such independent sites are not under our control, and we are not responsible for them or any content featured on them.
How we use your personal information
We request your consent to access, store and process your energy consumption, generation and tariff information. If you agree, the following information will be required from your smart meter on a daily or more frequent basis.
Energy consumption & generation information for both gas and electricity (where available)
Energy tariff information containing information of the price you are charged for energy consumed
Information identifying the energy meter (number, location, type)
We provide the service of gathering energy data from smart meters in the granularity of 30-minute intervals. We provide full visibility and control of the information via our app where you can view the data collected and if desired withdraw consent.
In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes. Such anonymous data set (consumption, generation and tariff) will be pooled within a data pool. This will enable us together with our customers to better understand the way we use, generate and pay for energy, with intent to further improve the United Kingdom’s energy efficiency and carbon reduction.
Termination and Deletion of Account
We reserve the right to terminate the Services being provided to you at any time with reasonable notice should we choose to stop providing the Services or a significant part of our business, or if you have broken these terms in a serious way. If what you have done can be put right, then we will give you a reasonable opportunity to do so.
Once every 24 months will we request a revalidation of your address and consent to collect, store and process your energy consumption, generation, and tariff information.
If your user account is inactive for 24 or more months, we may terminate your account. Once your account is terminated, you acknowledge and agree that we will permanently delete your account and all the personal data associated with it.
Withdrawal of consent: You can ask us to delete or remove your personal data where there is no good reason for us continuing to process it. However, we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
From within the Loop app, you can go to Settings>Account>Delete account to initiate the deletion of your account and personal data.
Your account will be closed, your personal data including backup data will be deleted and we will stop communicating with your smart meter within 1 day.
Alternatively, you can send a request to [email protected]. Your account will be closed within 30 days of receipt of the email, your personal data will be deleted, and we will stop communicating with your smart meter. You will receive an email confirmation once this is complete.
We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
You may only transfer your rights or your obligations under these terms to another person if we agree in writing.
Availability of the Services
We cannot guarantee that the Services or Our Site will always be available. Sometimes there are errors which affect the availability of the Services or Our Site or which require us to undertake some maintenance work. If a fault occurs in the Services or Our Site, please report it to us and we will try and correct the fault as soon as we reasonably can.
We will use reasonable endeavours to notify you in advance of scheduled maintenance, but you acknowledge that you may receive no advance notification for downtime of Our Site or unavailability of the Services caused by emergency maintenance or events outside of our reasonable control.
Our Site and material on Our Site contains information which is owned by us or third parties or both. You must not conceal, change, or remove any markings which show who owns this information, such as copyright (©), registered trade mark (®) or unregistered trademark (™) markings.
Changes to the Services
We may make changes to the Services from time to time and shall be entitled to modify the features and functionality of the Services. Any material changes to the Services shall be notified to you as soon as reasonably practicable.
In addition to our rights above we shall be entitled to make changes to the Services from time to time for the purpose of:
Matters beyond our control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms including the provision of any Products or Services that is caused by an Event Outside Our Control, as defined below.
An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
If an Event Outside Our Control takes place that affects the performance of our obligations under these Terms:
we will notify you as soon as reasonably possible; and
our obligations under the Terms will be suspended. Where the event outside Our control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control has ceased.
The following are registered trademarks of Trust Power Limited:
The name ‘Trust Power’
The Trust Power logo:
The loop logo, both the mark and the text:
Jurisdiction and applicable law
The English courts will have exclusive jurisdiction over any claim arising from, or related to, a visit to Our Site although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country.
These Terms and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.
Your concerns or complaints
If you have any concerns or complaints about material which appears on Our Site or about or Services or Products, please contact us by email at [email protected] or use this form.
Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
If you are a business user and wish to use our Services and Product for business purposes then please contact us on [email protected] so we can discuss how you may be able to make the most out of our Services.
Last updated: 16 November 2022