Your Contract with us starts: (a) on the date when you accept these terms and conditions; or (b) for a Deemed Contract, the date when that contract is deemed to take effect in accordance with section 3. By accepting these terms and conditions you are entering into a legally-binding contract with us and represent that:
A Deemed Contract is a contract that is deemed to have been formed between us and you if we supply Energy to a property that you own or occupy and you have not actively agreed to that Energy supply.
If you have not entered into a Contract with us via active acceptance of these terms and conditions, then a Deemed Contract will automatically begin when:
Our goal is to begin supplying you with Energy within seven (7) working days of entering into a Contract (or Deemed Contract, where applicable), unless otherwise requested by you.
Some reasons we may not be able to begin Energy supply within this period include:
There are different charges (each expressed in pound sterling) that we will include in your bill for supplying Energy to the Premises:
We may also charge you for other reasonable costs in addition to the above charges. These may include costs from the following:
If you live in a development supplied by an independent gas transporter and/or independent distribution network operator, there may be incremental charges. These can include both a fixed amount and unit charge, and we may pass these charges on to you through your account statement.
On some Energy Contracts you may have to pay an exit fee if you cancel your Contract before the term expires. If an exit fee applies, it will be communicated to you at the time you sign up. You do not have to pay an exit fee if:
Amounts Due
You agree to pay us in full for the supply of Energy until your Contract with us ends, including any charges or debts that remain outstanding at the end of your Contract which aren’t taken on by your new supplier.
In addition to payment for Energy supply, you agree to pay us for other amounts, such as those set out above in section 5.
You agree to pay VAT and any other taxes or duties at the applicable rate.
We will send you a bill detailing how much Energy you have used and what you owe. This bill may be based on smart meter readings, meter readings provided by you and/or estimates.
If the bill is based on estimated consumption, you agree to pay this amount. If you believe the estimate is incorrect, we will need an actual meter reading (either provided by you or by us visiting the Premises).
If an accurate meter reading shows that the amount charged for Energy consumption on your bill is incorrect, we will adjust your next bill to reflect the correct meter reading.
If you pay via Direct Debit, then payment will be due in accordance with the Direct Debit Rules below. If you do not pay via Direct Debit, payment of your bill is due in full on the payment due date shown on the bill.
If there is no due date on the bill, your payment is due in full when we bill you and you have 14 calendar days from the date of the bill to pay.
The available payment methods are:
When you agree to pay us by Direct Debit you agree:
If you’ve agreed to pay by Direct Debit but don’t comply with the Direct Debit provisions, we may (a) send you a bill with the outstanding balance due and/or (b) change your plan to a different Energy plan. This may result in higher standing charges and/or per unit charges. We may also remove any discounts or rewards you may have been entitled to for paying via direct debit.
If you don’t pay your bills or any other amounts owing under your contract by the payment due date, then we may:
If you are having difficulty in paying your bill, please let us know as soon as possible and we can discuss ways that might help to make paying your bills more manageable. We will provide all such help and assistance as we can in order to avoid disconnecting your Energy supply.
If we issue a bill for a period that has either not been billed or been billed inaccurately, we will only attempt to recover charges for Energy that could reasonably have been used within the previous 12 months, unless: we have made reasonable requests to obtain a correct meter reading and it has not been provided; or you have failed to inform us that you are responsible for the Energy supply to the Premises; or any other circumstances which Ofgem specifies.
We will continue to seek payment for billed usage which remains unpaid after 12 months.
If we reasonably believe you’ve taken any action which is fraudulent, then we may debit your account with the amount that’s been fraudulently credited or credited in error (including any processing fees charged by any payment merchant. We may take any other steps we believe to be necessary including, but not limited to, removing any discount or reward applied to your account
Where we believe that you’ve made a payment fraudulently (for example, you’ve made a payment to your account with a stolen debit or credit card) we’ll pass on your details to the relevant authorities so that the matter may be investigated and any further action taken.
If you request a refund of credit on your account, you must have provided us with meter readings within 14 days of your request, unless you have a Smart Meter that we can collect readings from remotely. We will only be able to give you a refund if this will not cause your account to fall into debt. We can use any refund amounts to pay off any money you owe to us even if it’s under a different contract you have with us. If you leave us and are due a refund, it’ll be paid once we’ve received the meter readings from your new supplier and sent you your last bill.
Except as set forth below, all of our communications to you will be provided electronically, you agree to receive all communications electronically (including bills, account information, notifications, Energy information, price changes, updates to these terms and conditions and any other communications from us) and you hereby waive any rights to receive communications from us by any other means.
Our electronic communications may be sent within the Fuse App, via your online account or via your email address you provide to us. This won’t apply (a) where you’re on the Priority Services Register; or (b) if we agree that digital communications are not appropriate to you due to circumstances beyond your control.
We can change the terms of your Contract at any time, including where needed in order for us to comply with rules, regulations and laws (and changes to such rules). We will inform you of any changes to this Contract by making the latest copy of our Terms and Conditions available on our website.
If we propose to make changes to your Contract that are not to your advantage (such as increasing charges) we will give you reasonable notice of the changes. If you do not agree with the changes that are not to your advantage, you can switch to another supplier, as long as your new supplier notifies us of this within 20 working days of the change or price rising coming into effect. This won’t apply to you if (a) we supply Energy to you under a Deemed Contract, (b) we make changes to the Contract if we’re required to do so by Ofgem, or (c) at the end of a Fixed Rate Tariff, where section 10 will apply.
If you have agreed a Contract with us, you may cancel it at any time within the 14 calendar days following the date you submitted your switch request to us (this period is the "cooling-off period").
If (a) we currently supply the Premises and you cancel during the cooling off period; or (b) if you’ve changed your mind during your cooling-off period but we aren’t able to stop your switch, then we will continue to supply and bill you for the Energy you used under a Deemed Contract until you arrange for a new supplier to supply the Premises.
If you cancel your Contract with us during the cooling off period, you will have to pay for the Energy you have used and for any other services provided to you up until you arrange for a new supplier to supply the Premises and that supplier has started to supply the Premises.
You may end this Contract outside of the cooling-off period by giving us 28 calendar days’ notice provided that (a) either another supplier takes over supplying Energy to the Premises by the end of your notice period, or the supply has been disconnected by this date; and (b) all amounts due by you to us have been paid.
We can end your contract with us for any other reason anytime but we have to give you 28 calendar days’ notice of our intention to do so.
We may end this Contract immediately if:
This Contract will terminate immediately if Ofgem gives a "Last Resort Supply Direction" to another supplier in respect of the Energy in relation to the Premises.
When your Fixed Rate Tariff ends, unless you choose to move onto a new Fixed Rate Tariff, or onto a Variable Rate Tariff, subject to availability at our discretion, we will automatically transfer you a Variable Rate Tariff. If you move onto a new Fixed Rate Tariff when your previous Fixed Rate Tariff ends, we'll start a new Contract based on the new Fixed Rate Tariff on the date the old one ends.
To be eligible for the EV Tariff, you must:
To provide the best user experience with the EV Tariff, Fuse may utilise partners and APIs. During onboarding in the Fuse app, you will be asked to connect your OEM account(s) with our partner and enter your credentials. You will be required to connect your EV charger and may also connect your EVs (the “Devices”). If you have provided your consent, our partner will process your personal data and share it with Fuse, including the location of your Devices and details about the Devices (e.g., for EVs: VIN, car type, and battery size).
EV Tariff Rates. By selecting the EV Tariff, you agree to pay (1) the EV Rate for electricity consumed during the Smart Window and (2) the Base Rate for electricity consumed during the Base Period.You also agree that we have sole discretion to choose which 5 hours comprise the Smart Window. The EV Rate and Base Rate are set on a quarterly basis. The rates may be subject to quarterly review and adjustments. You can see the current EV Rate and Base Rate in the Fuse App.
Smart Meter Configuration for the EV Tariff. If we are unable to reconfigure your smart meter at the time of switching to the EV Tariff, we will not be able to apply the EV Tariff and you will remain on your existing tariff until reconfiguration is successful. You agree to ensure that your smart meter is properly configured and able to send data to us. If the smart meter fails to send data, we may estimate your usage for billing purposes.
Termination of the EV Tariff. You may terminate the EV Tariff by switching to another tariff or by cancelling your Contract with us. We reserve the right to terminate your participation in the EV Tariff if you fail to comply with these EV Terms or if we cease providing the EV Tariff.
If you are moving and request us to supply Energy to your new premises, we will cancel your existing Contract and provide a new Contract appropriate to your new premises.
If you are moving and do not request us to supply Energy to your new premises, we will cancel your existing Contract within two Business Days of the day you move, according to what you tell us, or two Business Days’ notice from when another person begins to occupy the Premises.
If you move premises you must tell us within 28 calendar days of moving out. If you’re moving house you must give us details of your new address so we can send you your final bill. If you don’t give us your new address and we have to pay costs to trace you, we may add these costs to your final bill. If you are moving and do not tell us, we will terminate your existing Contract with effect from the date when a new owner or occupier starts taking a supply at the Premises.
When the Contract ends, we may ask you to provide final meter readings. If you don’t give us an accurate final meter reading and we don’t receive final meter readings from another source (for example, from your new Energy supplier), we’ll be entitled to estimate your final meter readings.
We will send you your final bill within 8 weeks of the end of your Contract. You will have to pay this bill as outlined in these terms and conditions.
Ending the Contract will not affect any rights and responsibilities you had before the Contract ended and these will continue to apply even if we no longer hold a licence which entitles us to supply Energy to the Premises. This means that you’re still responsible for paying any outstanding balance to us in line with the terms of the Contract.
If you owe us money, we may object to your transfer to a new supplier. But we can also agree with your new supplier to transfer your debt to your new supplier for them to collect. In that case, we will provide the new supplier with full details of the amount you owe and provide any information that’s required to help the transfer of the debt happen.
If you have any money (credit) left on your account after we’ve sent you a final bill, you don’t need to do anything, we’ll refund you any amounts owing (assuming you owe no other amounts to us).
We will not pay you this money back if we’ve already made a reasonable effort to pay you the money and at least 12 months have passed since we told you the final amount we owe you. We will not pay you this money back if we can’t send you the money we owe because you haven’t given us a forwarding address and we’ve been unable to find you and at least 12 months have passed since the contract ended.
Your smart meter will record information about your Energy usage. If your smart meter is working and communicating correctly with our systems, we may use your smart meter to manage your Energy supply remotely, without visiting the Premises. That could include reading, repairing or updating your smart meter, disconnecting your supply (in the circumstances we’ve set out in your Contract) or monitoring the Energy that you use.
We may also receive information about how your smart meter is working and other details that help us manage your account. By having a smart meter installed, or if you have a smart meter installed on the Premises, you agree to let us do this. If another supplier installed your smart meter, you or we may not be able to use all of its functions.
If you have a smart meter and it’s working and communicating correctly with our systems, you’ll no longer have to give us meter readings because we will receive these automatically from your smart meter. In some cases (for example, if your smart meter fails or “drops off” the network and stops sending us your meter readings) you may still need to submit readings, or we may have to estimate some of your bills. You agree to enable your smart meter to send us smart meter readings for as long as we supply your Energy. You agree that we may use your electricity consumption data relating to half-hourly periods for settlement purposes and as further.
Our Privacy Policy describes how we’ll use the smart meter, the smart display and the information received from your smart meter. You agree that our rights under the Contract apply as well as our other rights under any industry regulations in connection with any smart meter installed at the property.
You agree to take reasonable care not to damage or interfere with the display unit. If you break it, you’ll have to pay for us (or our agents) to come to your property and repair it or pay for a replacement if necessary. You must tell us straight away if the smart meter or display unit gets damaged or stops working properly; you think that the smart meter or display unit has been tampered with; or anything happens to the display unit or smart meter that might prevent us from being able to read your meter or it has “dropped off” the network so it is no longer able to communicate with us.
We can suspend or disconnect the supply if:
If we disconnect the supply, you are required to pay:
We will take all reasonable steps not to disconnect your supply in winter (October to March) if you are on our Priority Services Register or if we otherwise know that the occupants of the Premises are of pensionable age, disabled or chronically sick.
When you submit a formal complaint, we will do everything in our power to resolve the issue. If we cannot find a mutually acceptable solution, we will write to you to explain our position and our best offer. This is known as a deadlock letter. In the event of you not wanting to accept the suggestion in the deadlock letter, or if the issue has dragged on for more than eight weeks, you can then refer the issue to the Energy Ombudsman. You can contact the Energy Ombudsman by phone on 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm), by email at enquiry@energyombudsman.org or through their website, www.energyombudsman.org. Alternatively, you can write to the Energy Ombudsman at: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF. The Energy Ombudsman will undertake a full review of your concerns and of the actions that Fuse Energy Supply Limited took in order to try to get to a resolution. This is a free and independent service; Their decision is binding for us but not for you. More information on your rights can be found in the ’Know your Rights’ document on the Citizens Advice website.
If you need independent advice at any time you can contact Citizens Advice by phone on 02039511052 or visit their website at www.citizensadvice.org.uk/energy/. Their service is free, independent and confidential. Or if you live in Scotland, you can contact Advice Direct Scotland by visiting their website, https://energyadvice.scot/ or contact them by phone on 0808 196 8660.
We comply with Ofgem’s Guaranteed Standards of Performance, including automatic compensation where required, and further details are available at www.ofgem.gov.uk.
We agree that we will use any personal data that you provide to us in accordance with our Privacy Policy, which is available on our website at fuseenergy.com. We may run checks on you (and anyone else also responsible for payment) at Credit Reference and Fraud Prevention agencies, initially and periodically to help us assess your ability to pay for your Energy bills. When we run this check, the credit reference agency will record the fact that a check was made (even in the event that you do not become our customer).
If you have an account with us, we will routinely share information about your payment record with credit reference agencies. If we consider that your account is in default (i.e. you have not paid us and are in breach of your Contract) we will notify you and if you do not pay us we will report the unpaid debt to credit reference agencies who will record that default on your credit file.
If you want to see what information credit-reference and fraud-prevention agencies have about you, you can contact the following UK agencies. They will charge you a small fee.
TransUnion International UK Limited
One Park Lane
Leeds
West Yorkshire
LS3 1EP
Phone: 0330 024 7574
Website: www.transunion.co.uk/consumer/consumer-enquiries
Experian Limited
Consumer Help Service
PO Box 9000
Nottingham
NG80 7WP
Phone: 0344 481 0800 or 0800 013 8888
Website: ins.experian.co.uk/contact
Equifax Limited
Customer Service Centre
PO Box 10036
Leicester
LE3 4FS
Phone: 0333 321 4043 or 0800 014 2955
Website: www.equifax.co.uk/Contact-us/Contact_Us_Personal_Solutions.html
We will not be liable to you for:
If you suffer any loss or damage, our responsibility to you will be limited to a maximum of £25,000 in any calendar year. We do not limit or exclude liability for death or personal injury caused by our negligent acts or omissions.
You must tell your DNO immediately if you become aware of any matter or incident which; (a) affects or is likely to affect the security, availability and quality of the service of the distribution network; or (b) causes danger or requires urgent attention regarding the supply or distribution of electricity.
If you suspect or are aware of a gas leak you must immediately telephone the Gas Emergency Number 0800 111 999.
If you have caused a stoppage, limitation or disconnection then you may have to pay a reasonable charge to restore your Energy supply.
As your supplier we are acting on behalf of your network operator to make an agreement with you. The agreement is that both you and your network operator both accept the National Terms of Connection (NTC) and agree to keep to its conditions. The NTC is a legal agreement. It sets out rights and duties in relation to the connection at which your network operator delivers electricity to, or accepts electricity from your home or business. If you want a copy of the NTC or have any questions about it, please write to: Energy Networks Association, 6th Floor, Dean Bradley House, 52 Horseferry Road, London SW1P 2AF: phone 0207 706 5137, or see the website at www.connectionterms.co.uk. You can find postal address and telephone number of your electricity network operator on your welcome letter and annual statements.
We may transfer, subcontract, assign or novate any or all of our rights (including the right to recover the charges) or obligations under the Contract without your consent, but this will not affect your rights under the Contract. You may not transfer the Contract or any of your rights under it without first obtaining our written consent. If we do nothing, or delay taking action, when you breach the Contract, we will still be entitled to take action at a later date if we choose to.
Notices to you under this Contract will be sent via the Fuse App, by post or hand to the billing address, or in the case of email to the last known email address that you have provided. We will treat such notices as having been received 2 Working Days after we have sent it to you, unless we receive evidence to the contrary.
Notices to us under the Contract must be sent by post to Fuse Energy, Level39, One Canada Square, Canary Wharf, E14 5AB.
If any part of this Contract is declared invalid or is void or unenforceable, the validity of the rest of the Contract will not be affected. The laws of England and Wales apply to this Contract if the Premises are in England or Wales. If the Premises are in Scotland, Scottish law shall apply. Any disputes arising shall be dealt with exclusively by the English or Scottish courts as applicable.
These terms and conditions were last updated on 7th July 2025