Terms and conditions

  1. As an Online Account Management customer you agree to receive the following digital services:
    1. Online billing.
    2. Notification of important information, or the availability online of important information, relating to your account, including (without limitation):
      1. Price changes;
      2. Terms and conditions changes;
      3. contract end dates;
      4. Use and requests for consent for use of smart and or AMR metering consumption data;
      5. bills and credit notes;
      in each case by email or (where we are notifying of availability of certain information online) other electronic means;
    3. Reminders and service messages (such as meter read reminders) by email, SMS or other forms of electronic messaging such as push notifications or npower social media messaging;
  2. You can let us know if you don’t want email correspondence as our primary method of contacting you by visiting Account Settings (or equivalent function) within your online account.
  3. As an Online Account Management customer (and, if applicable, taking an online tariff) you confirm that you have and agree to maintain a valid email address and to inform npower of any changes to this email address.
  4. Only the npower account holder or their authorised representative can set up Online Account Management. Any suspected unauthorised use should be reported immediately.
  5. Failure to have or maintain a valid email address or to advise npower of changes to your email address may result in the Online Account Management service or any aspect of it being stopped.
  6. If problems with your email account or email traffic over the internet prevent the delivery of your bill notification or any other email correspondence, we may suspend or stop your Online Account Management digital services and reintroduce paper correspondence via the post permanently or for a temporary period for so long as any such issue persists.
  7. In order to maintain accurate records, you must validate the registered email address when requested to do so. Failure to respond to this confirmation request may result in your Online Account Management digital services being stopped.
  8. Once your Online Account Management has been set up, all previous methods of correspondence will be superseded and there will be no correspondence issued. However, we may need to use paper correspondence under paragraph 5 above or for any follow up for outstanding balances on your account or for sending certain npower information or literature (at our discretion) which we feel would be better sent by paper mail or both paper mail and email.
  9. Any notification or correspondence sent by email to the email address you have registered with us will be deemed to have been received and stored by appropriate equipment to which you have access unless we receive a notification of delivery failure.
  10. Occasionally there may be additional information on your bill relating to payment amounts or dates. A message will appear in the bill notification email when this occurs and it is your responsibility to log in to view your bill and note the changes.
  11. Up to two years worth of bills and annual summaries will be viewable online.
  12. We endeavour to maintain an active online service 24 hours a day, 7 days a week. However you acknowledge that due to essential maintenance and updates there are times when the online service may not be available.
  13. Opening hours for telephone contact with the Digital Contact Team will be Monday to Thursday 8:30am – 5:30pm, Friday 08:30am – 5:00pm.
  14. It is your responsibility to maintain accurate contact information and you must make updates by visiting Account Settings (or equivalent function) within your online account as soon as you are aware of changes.
  15. Some information previously sent with your bill will now be made available online. We will notify you by email when this happens. It is your responsibility to follow the link and read the new information as it may refer to your Conditions of Supply or Guaranteed Standards of Service or other important information. You will be deemed to have received such additional information by means of the email sent in accordance with paragraph 8 above.
  16. If you have previously given us permission, you may opt out of marketing communications sent by email by visiting Account Settings (or equivalent function) within your online account or by clicking the unsubscribe link in marketing emails.
  17. Changes to your direct debit payment amount will continue to be communicated via your bill or, in some instances, by post. Where your online bill contains details of changes to your payment amount, we will state this in your email notification. It is your responsibility to open all emails from us and view your bill in a timely manner, in order to be aware of changes to your payment amount. You will be deemed to have received such additional information by means of the email sent in accordance with paragraph 8 above.
  18. By providing us with your mobile telephone number you consent to us contacting you by SMS for service based notifications. If you no longer want us to contact you by SMS please opt out by visiting Account Settings.