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Terms & Conditions for the Loop Turn Down and Save Service

These Terms and Conditions apply to the Loop Turn Down and Save Service (the “Service’). By entering this Service, you agree to be bound by the following Terms and Conditions:


  1. The Service will be operated by Trust Power Limited (trading as Loop), a company registered in England and Wales with registered number 10144503 and registered office at Oxygen House, Grenadier Road, Exeter Business Park, Exeter, England, EX1 3LH (“Trust Power”, “we”, “us”) and our trusted partner / data processor.
  2. These terms and conditions, together with any specific rules set out in any communications relating to the Service, are the Service rules (“Rules”) and apply to this Service. By entering this Service, you are agreeing to be bound by these Rules and any other applicable instructions.
  3. Trust Power reserves the right to cancel or change the Service and/or the Rules without prior notice. Any changes will be posted on our website.
  4. In the event of any dispute regarding any aspect of the Service, the decision of Trust Power shall be final and no correspondence will be entered into.
  5. The Terms and Conditions for this service are separate from the terms and conditions for the Loop mobile app and websites and will not affect your rights and obligations under those terms.

Service Participation

  1. There is no entry fee and no purchase necessary to take part in this Service. Entrants must be 18 or over. Only residents of Great Britain (excluding Northern Ireland) are eligible to sign up to Loop and take part in the Service.
  2. To be eligible for the Service, you must:
    1. be a user of the Trust Power app: Loop
    2. have consented to, and not remove your consent for, sharing your smart meter data with us and our partners. Your smart meter half-hourly data will be read by us and our partners on a daily basis until such time as you opt out of our Service, or the Service comes to an end
    3. have a working electricity smart meter which has been sending us smart meter data during the past 20 days with sufficient data to allow baselining of your usage in accordance with the methodology outlined in modification BSC P376
    4. opt-into the Service by accepting these Terms and Conditions
    5. comply with these Terms and Conditions at all times
    6. not participate in the Demand Flexibility Service with another provider
  3. The Service will run from November 2022 to March 2023, but may be extended if National Grid extends the Demand Flexibility Service.
  4. We expect there to be between 10 and 20 “Events” between November 2022 and the end of March 2023. You can decide which Events to participate in. We will contact you by email in advance of each Event to confirm the date, time, and available reward per kWh turn down (the “Incentive”) for the Event, as well as the conditions to receive the Incentive. The Incentive may vary for each Event. We cannot guarantee a minimum number of events.
  5. You must opt-in to the Event before it begins to be eligible for the Incentive.
  6. You will be paid the Incentive for each Event where you have opted in and you turn down your electricity consumption sufficiently (as specified on each Event-specific email), as measured by your smart meter and relative to your “Baseline”. We will keep a running total of your rewards from taking part in Turn Down events. This total will be converted to an Amazon voucher and sent to you at the end of the programme in April 2023.
  7. The Service will be remunerated by National Grid and we will use data from your smart meter to calculate your individual demand reduction achieved during each event. We aggregate (sum up) all of our customers’ demand reduction during each event, and submit this data to National Grid for settlement. Where demand reduction is achieved, National Grid pay us for delivery of the Service based on the calculated total demand reduction volume our customers achieve, multiplied by the value per kWh which has been agreed with National Grid for each event. This value per kWh may vary per event, and we cannot guarantee a minimum value, but expect the value to be approximately £3.00/kWh on average. Our intention is to share 80% of this revenue with customers who participate in the Service. With the other 20% used to cover our costs of providing this service. We may change our reward methodology during the winter in order to achieve this split of revenue.
  8. Each participant will have their Baseline electricity consumption calculated for them by Trust Power and our partners in accordance with the methodology outlined in modification BSC P376. This calculation uses your smart meter data to generate a personalised Baseline electricity use for the period of the Event.
  9. If we can’t access your smart meter’s consumption data for an Event it will be calculated using an average across all participants in the Service.
  10. If we stop being able to retrieve your meter data or you move house, we reserve the right to remove you from the Service.
  11. If you are no longer eligible for the Service – see Clause 7 – we reserve the right to remove you from the Service.
  12. By entering the Service, you warrant that all information submitted by you is true, current and complete. If any information you submit is found to be fraudulent or incorrectly completed or if Trust Power has reasonable grounds to believe that you have breached any of the Rules, Trust Power reserves the right to disqualify you from the Service.
  13. Trust Power will not be liable to reimburse any expenses incurred with entering the Service.
  14. You can opt out of the Service at any point by emailing [email protected].

Data Protection and Publicity

  1. Trust Power’s privacy policy shall apply to any data collected in connection with this Service and can be found on our website at https://loop.homes/policies/.
  2. Trust Power and our trusted partner / data processor will share customers’ MPANs (Meter Point Administration Numbers),  half hourly electricity consumption, baseline and reduction data, (combined for all customers in each of the 14 GSP Groups), with National Grid ESO in order to fulfil the Service. For auditing purposes, National Grid ESO may request detailed half hourly data for a specific Event, which may include individual customers’ consumption data. By entering the Service you agree to your information being used in this way.
  3. Trust Power in its sole discretion reserves the right to withdraw or vary the Rules and/or any offer made in connection with them in order to comply with the decision of any relevant judicial or regulatory body and shall not be held liable to any entrant for so doing.