Your statutory rights as a consumer
For UK based customers, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that you have a 14 day right to change your mind and get a full refund on the Services. The Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality. If your digital content is faulty, you’re entitled to a repair or a replacement. If the fault can’t be fixed, or if it hasn’t been fixed within a reasonable time and without significant inconvenience, you can get some, or all of your money back. If you can show the fault has damaged your device and we haven’t used reasonable care and skill, you may be entitled to a repair or compensation. Refunds will be made using the same method as the original payment. You may email us on [email protected]. Alternatively, you may use this form if you wish, but you do not have to.
This is a summary of some of your key rights. For detailed information from Citizens Advice, please visit www.citizensadvice.org.uk or call 03454 04 05 06.
The information in this summary at the top of this page highlights some of your key rights. It is not intended to replace the contract below which you should read carefully.
About Us and these Terms
In these Terms of Sale and Use:
Please read these Terms carefully and make sure that you understand them before placing your order for Products or using our Services. Please note that by placing your order for our Products or Services you agree to be bound by these Terms. If you do not agree to these Terms, you must stop using the Service immediately and not place an order for any Products.
Any Products placed through www.amazon.co.uk or any other third party that are sold by and dispatched by us will also be subject to additional terms and conditions of Amazon or a third party. If any of the Terms in this document conflict with the terms of Amazon or the applicable third party then Amazon or the applicable third party terms will prevail.
We are a limited company registered in England and Wales (company number 10144503), and our address for correspondence is: Albion House, Littlegate Street, Oxford, OX1 1QT. Our VAT number is GB 228 0333 34.
These Terms apply to any version of the Services that you download from the Apple App Store, Google, 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 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: (i) posting the amended terms on Our Site, which you can access by either logging into your account once you have registered to use the Services, or (ii) 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. Note that some customers may only be able to access the Services by downloading our app and may not have a registered account accessible via our website.
Every time you order Products from us, the Terms in force at that time will apply to the purchase of those Products.
In the event that you reasonably believe that any change to the Terms materially impacts you negatively in any manner, you may give us written notice by email to [email protected] within 14 days of the change to the Terms. We will either, at our sole discretion:
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.
To receive our Services you will need to purchase the Product and you will need to set up a Loop account.
You have a personal right to use the Services for the duration of this agreement, unless we otherwise suspend your access to the Services in accordance with the Terms, provided that:
You acknowledge that the Services do not include any services, systems or equipment required to access the internet (and that you are solely responsible for procuring access to the internet and for all costs and expenses in connection with internet access, communications, data transmission and wireless or mobile charges incurred by it in connection with use of the Services).
Commencement of the Services
The Services are purchased as an annual subscription, unless otherwise agreed in writing prior to purchase. The first years’ Service is usually provided when you purchase the applicable Products required to access and enable the Services. The first annual subscription of the Services will commence upon the earlier of:
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 Service 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
Provided that such changes do not adversely affect the functionality of 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.
In addition to our rights above we shall be entitled to make changes to the Services from time to time for the purpose of:
Any material changes to the Services shall be notified to you as soon as reasonably practicable.
Information provided by us as part of the Services
All commentary and other materials posted by us on Our Site are intended as guidance only. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by you, any other visitor to Our Site or any other third party.
You do not have a right to download or copy any material or content posted on Our Site.
Information provided by you or uploaded to Our Site
We will not be responsible, or liable to you or any third party, for the content or accuracy of any materials posted by you or any other user of Our Site.
We have the right to remove any material or posting you make on Our Site at any time.
You must make sure that your contact details and information about you on your account is kept up to date and accurate at all times. If you move home, you must let us know immediately and we will use reasonable endeavours to agree with you a way forward that is acceptable to both you and us. If we cannot agree a way forward or cannot continue to provide the Services to you due to your move then we shall terminate these Terms and the provision of Services and you will not be entitled to a refund of any pre-paid fees.
Registering to use the Services
You will need to set up an account to use the Services. You can see your current subscription status under the Account Tab in the Settings section of the App. Access to our service is permitted on a registered and subscribed user basis, and we reserve the right to withdraw or suspend access to the Services should your registration or subscription expire or if your details provided as part of the account are not kept up to date and accurate.
The images of the Products, and any packaging of the Products, on Our Site or on any other promotional materials are for illustrative purposes only. Although we have made every effort to display the Products and any packaging accurately, we cannot guarantee that Products and their packaging will not vary slightly from those images.
All Products shown on Our site are subject to availability.
Our Products are designed for use in the United Kingdom only and are only certified to UK standards. If you use any Product outside of the UK then you do so at your own risk.
If any order for Products cannot be fulfilled for any reason then we will give you a full refund.
Delivery of Products
We will use reasonable endeavours to deliver your order by the estimated delivery date set out in the order confirmation. If we are unable to meet the estimated delivery date for any reason, we will contact you via email with a revised estimated delivery date. If the estimated delivery date is not acceptable then you may cancel your order in accordance with the clause below.
Products purchased from www.loop.homes or www.amazon.co.uk are sent using different courier services depending on the size/value of the parcel and/or delivery service chosen. Small parcels are normally sent via ‘Royal Mail 2nd Class’ and will normally be delivered within 2-3 working days of dispatch.
Unfortunately, we do not deliver to addresses outside of mainland United Kingdom unless we specifically agree otherwise with you in writing. This does not prevent you from placing an order outside of the United Kingdom provided the delivery location is within the United Kingdom.
Ownership and risk in the Products
You will own the Products once they have been delivered to you and you will be responsible for ensuring the Products are not damaged from the date of delivery.
The Products shall be of satisfactory quality (within the meaning of the Consumer Rights Act 2015) and fit for purpose as described on Our Site.
The Products shall be free from material defects in design, material and workmanship and remain so for at least 12 months from the date of delivery.
Repair and replacement of the Products
Subject to the Refund Clause immediately following this one and subject to you returning the faulty Product in accordance with your Rights of Cancellation and Refunds below, in the event that the Product is broken, does not meet the Product warranties above or otherwise fails to operate, we will repair or replace the Product provided you are in receipt of, and have paid for, Services at the point the Product breaks and is returned to us.
If the Product breaks or fails within the first 12 months and the Product cannot be repaired or replaced then, a full refund will be offered.
The Product warranties in this clause do not apply to any defect in the Products arising from:
This warranty is in addition to your consumer legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or on the Citizens Advice Bureau website.
A limited number of free trials will be available on our Products. A free trial will entitle you to use the Products for 90 days free of charge, subject to the below. You can then decide whether you would like to continue a paid-for subscription with us.
In order to be eligible for a free trial of our Products, you will be required to register a valid credit or debit card and pay for postage costs when you place an order for our Products. Payment for postage costs will be taken using the card details provided and will be processed within 48 hours of registration of such card. The free trial will commence on the date of successful registration of such card and will expire on the date falling 95 calendar days thereafter (the “Trial Period”). We will contact you via email upon successful registration of such card, confirming that the Trial Period has begun and informing you of your Trial Period expiry date. We will then contact you via email at least 10 calendar days prior to the end of the Trial Period reminding you of your Trial Period expiry date.
If at any time during the Trial Period you determine that you do not wish to purchase the Products on expiry of the Trial Period, you must, prior to the expiry of the Trial Period:
Following our receipt of the notification, you will be issued with instructions on how to return the Products to us. All components of the Products must be returned to us, comprising Loop Hub and Loop Clip, plus power supply and ethernet cable, together with a completed Return Merchandise Authorisation Form. The Products must be posted at your cost in original packaging or packaging which provides the Products with an equivalent level of protection, to the following address:
Loop Customer Support (Trial Returns)
c/o Trust Power Limited
17A Deben Mill Business Centre,
Old Maltings Approach,
Suffolk IP12 1BL
We will only issue a refund for a Product which we do not receive but which was posted in accordance with the above if evidence of postage can be provided.
If you do not provide us with a notification within the Trial Period, you will automatically be charged the price of the Products as listed in your initial registration confirmation email. Such payment will be taken using the card or account details notified to us when you registered for the free trial and will be processed within 48 hours of the expiration of your Trial Period. You will be notified via email once such payment has been received by us.
If you do provide us with a notification within the Trial Period, but we do not receive the Products prior to the expiry of the Trial Period, your card will not be charged provided we receive the Products in acceptable condition at the address detailed above within 14 calendar days after the expiration of your Trial Period (the “Return Period”). If we do not receive the Products in acceptable condition within the Return Period, you will automatically be charged the price of the Products as listed in your initial registration confirmation email. Such payment will be taken using the card or account details notified to us when you registered for the free trial and will be processed within 48 hours of the expiration of your Return Period. You will be notified via email once such payment has been received by us.
You will own the Products once payment has been successfully processed in full following expiration of the Trial Period or the Return Period, as applicable. You will be responsible for ensuring the Products are not damaged from the date that the Products are delivered to you.
Each household is eligible for only one free trial.
The Product warranties within the Our Products clause above, as well as the terms of the Our Services clause above, apply to the Products throughout the duration of the Trial Period and, to the extent applicable, the Return Period.
Our money back guarantee cannot be used in conjunction with the above free trial offer.
Your legal rights under the Consumer Rights Act 2015, are set out at the top of these Terms of Sale and Use. They are a summary of some of your key rights. For more detailed information on your rights and what you should expect from us, please visit the Citizens Advice website www.citizensadvice.org.uk or call 03454 040506.
Nothing in these Terms affects your legal rights under the Consumer Rights Act 2015. You may also have other rights in law.
Please contact us, if the Services are faulty and you want:
To avoid faults in the Services, you must install any fixes, updates, new releases and new versions as soon as reasonably possible after we tell you that they are available to be downloaded.
Switching energy provider
You will have a direct contractual relationship with the applicable energy provider that you select.
However, as part of the Services we can assist you in switching to a new energy provider.
We use a third party sub-contractor to assist you with switching to a new energy provider. Currently we use Energy Helpline. Their terms and conditions are incorporated into these Terms solely in respect of using our switching services. A copy of their terms can be found here: https://www.energyhelpline.com/fri/content/terms-conditions/. We reserve the right to use any new third party sub contractor to perform this part of the Services.
To be able to assist you in successfully switching to a new energy provider we require you to give us complete and accurate information. If you fail to do so then we may be delayed or unsuccessful in assisting you to switch providers.
Rights of cancellation and refunds
You have a statutory right to cancel your order for the Products and the first years’ worth of Service without giving any reason within 14 days from the day on which you receive the Product purchased providing the Product is unused (i.e. installation process not started) and the retail packaging is undamaged (i.e. can be resold to another customer upon its return).
In addition to your statutory rights above, we provide you with the following voluntary money back guarantee.
You may additionally return any Products to us that are faulty, in accordance with these Terms.
If you return a Product:
If a Product is damaged as a result of one of the events listed in the clause above then we reserve the right to:
After the 14 day cancellation period, or such longer period offered under our money back guarantee, you may cancel the Services at any time but no refund of any pre-paid fees or delivery charges will be given. In this circumstance you will be liable to pay the cost of returning the Product to us.
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.
Price and Payment
The prices of the Products and Services will be as quoted on Our Site from time to time.
Prices for our Products and Services may change from time to time, but changes will not affect any order which we have confirmed with you in a written confirmation email.
The price of a Product or Services includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being.
However, if the rate of VAT changes between the date of your order and the date of delivery, We will adjust the VAT you pay, unless you have already paid for the Products and Services in full before the change in VAT takes effect.
The price of a Product does not include delivery charges (unless stated differently at the time you place your order) which will be added at our sole discretion to the total amount due.
From time to time promotional discount codes are used in conjunction with third parties. We reserve the right to decline an order, where in our opinion a promotion code is invalid for the order being placed.
Any refunds given for orders placed using a promotional code will take the discount into account.
Payment for all Products and Services will be due in accordance with any payment terms displayed on Our Site.
We are entitled to increase the price of the Services at the end of each subscription period, which is usually annual unless otherwise agreed.
Intellectual property rights
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.
If you print off, copy or download any part of Our Site you will be in breach of these Terms, your right to use Our Site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.
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:
The material displayed on Our Site is provided without any guarantees, conditions or warranties as to its accuracy. To the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.
We assume no responsibility and have no liability for the provision of your energy supply or the action of your energy provider. We merely provide a facility enabling you to switch your supplier online and providing you with guidance as to your energy usage.
We do not in any way exclude our liability for:
If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into these Terms.
We only supply the Products and Services for domestic and private use. You agree not to use the Products for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
How we use your personal information
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.
If you break the agreement
We reserve the right to suspend or end the provision of Services and terminate these Terms immediately if you breach any provision of these Terms or mis-use Our Site or the Services in any way. We will normally give you an opportunity to put matters right within a reasonable time but we are not obliged to do so.
We reserve the right to terminate the Services being provided to you at any time with reasonable notice. Should this be part way through a subscription period for which you have already paid then we will provide you with a refund for the period of time after termination, provided that the Services are not terminated as a result of a breach of any of these Terms by you.
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.
Other important terms
We may transfer our rights and obligations under a contract to another organisation, but this will not affect your rights under these Terms.
You may only transfer your rights or your obligations under these Terms to another person if we agree this with you in writing.
This contract is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.
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: 1 June 2020