Terms & Conditions

Last Updated: 1 November 2026

1. Definitions

In these Terms and Conditions:

• "We", "us", "our" refers to EnergySupport.online, the operator of this website and helpline.
• "You", "your" refers to any person who visits our website or contacts our helpline.
• "Services" means the energy bill advisory, support guidance, and information services provided by us via telephone, email, or this website.
• "Energy Suppliers" means any UK licensed energy supplier, including but not limited to Octopus Energy, British Gas, E.ON Next, OVO Energy, EDF Energy, and ScottishPower.

2. Nature of Our Service

EnergySupport.online provides independent, third-party advisory and guidance services in relation to energy billing, payment queries, meter reading issues, tariff information, and general energy customer support matters.

Our services are informational and advisory in nature only. We provide guidance, explanation, and support to help you understand your energy bills and navigate your energy queries. We do not:

• Act as a licensed energy supplier
• Provide regulated financial advice
• Act as an official representative or agent of any energy company
• Provide legal advice
• Guarantee any specific outcome with your energy supplier

3. Our Independent Status

By contacting us, you acknowledge and understand that we are an independent service operating separately from all energy companies. If you require account-specific assistance from your energy supplier, you must contact your supplier directly.

4. Use of Our Services

You agree to use our services only for lawful purposes and in accordance with these Terms. You must not:

• Provide false or misleading information to our advisors
• Use our services to engage in any fraudulent activity
• Abuse, harass, or threaten our staff members in any way
• Attempt to misrepresent our service to others as being affiliated with any energy supplier
• Use our services for any commercial purpose without our written consent

We reserve the right to refuse service to any person at our discretion.

5. No Account Access or Payments

We do not have access to your energy supplier account. We cannot:

• Access, view, or modify your energy supplier account
• Make, process, or receive payments on your behalf
• Contact your energy supplier on your behalf unless expressly arranged otherwise
• Change your tariff, plan, or contract with your supplier
• Submit meter readings directly to your supplier

You should never share your energy account passwords, bank details, or payment card information with us or any third party. Our advisors will never ask for such information.

6. Limitation of Liability

To the fullest extent permitted by applicable law:

• Our services are provided on an "as is" and "as available" basis without warranties of any kind.
• We do not guarantee that any guidance provided will resolve your query with your energy supplier.
• We shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of our services.
• Our total liability to you for any claim arising from our services shall not exceed the amount paid by you for those services (if any).
• We are not responsible for decisions made by your energy supplier in response to any actions you take based on our guidance.

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

7. Accuracy of Information

We make every reasonable effort to ensure the accuracy of the information and guidance we provide. However, the UK energy market is subject to frequent regulatory and pricing changes, and we cannot guarantee that all information provided is current at all times.

Our guidance is based on general knowledge and information available to us at the time of the interaction. For definitive information about your account, tariff, or billing, you should always verify details directly with your energy supplier or an appropriately qualified professional.

8. Call Recording

Calls to our helpline (0808 281 3908) may be recorded for training, quality assurance, and monitoring purposes. By calling our helpline, you consent to the recording of your call. Recordings are handled in accordance with our Privacy Policy and UK data protection law.

9. Website Use

This website is provided for general information purposes. While we endeavour to keep the website content accurate and up to date, we make no representations or warranties of any kind about the completeness, accuracy, or reliability of the information provided.

We are not responsible for the content of any third-party websites linked from our site. Links are provided for convenience only and do not imply endorsement.

We reserve the right to modify, suspend, or discontinue any aspect of the website at any time without notice.

10. Intellectual Property

All content on this website, including but not limited to text, graphics, logos, and design, is the property of EnergySupport.online and is protected by applicable intellectual property laws. You may not reproduce, distribute, or create derivative works from our content without our prior written consent.

11. Third-Party Brands & Trademarks

Any references to third-party brand names, trademarks, or company names on this website — including but not limited to Octopus Energy, British Gas, E.ON Next, OVO Energy, EDF Energy, and ScottishPower — are made solely for informational and descriptive purposes to identify the types of queries we can advise on.

Such references do not imply any affiliation with, endorsement by, sponsorship by, or authorisation from those companies. All third-party trademarks are the property of their respective owners.

12. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer in Scotland or Northern Ireland, you may also have rights under the laws of those jurisdictions.

13. Changes to These Terms

We reserve the right to update or modify these Terms and Conditions at any time. The "Last Updated" date at the top of this page will reflect any changes. Your continued use of our services following any changes constitutes acceptance of the revised Terms. We encourage you to review these Terms periodically.

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