Terms and Conditions

SMART Choice Terms & Conditions

These are supplementary terms and conditions applying to our SMART choice tariff(s). 


If it has been agreed between both parties for you to be supplied with one of our SMART choice tariffs, these terms are applicable. 


SMART choice tariffs will be clearly identified through their name and will be held under these supplementary SMART choice terms and conditions. These terms and conditions are in conjunction with our General terms. In the event of any conflict between these terms and the General terms, these terms will take precedent.


Your rights of cancellation remain as per those defined in our General terms. You may cancel the contract at any time within the Cooling off Period. You must provide the details of the supply address, any reference numbers you have and any other supporting information which would help us identify the Contract and process the cancellation quickly and efficiently. 


Any terms defined in the General terms will have the same meaning when used in these terms. 


1. Eligibility

Our SMART choice tariffs are only available to customers who meet the below criteria. In order to agree to, and remain on, any of our SMART choice tariffs you must meet each of the 4 criteria:


1.1 Be a new customer of HUB energy signing up to a fixed term contract with a SMART choice tariff or an existing HUB customer entering into a fixed term contract with a SMART choice tariff

This means that on the date that you apply to be supplied by us on a SMART choice tariff, you:

• Will be moving to us from another supplier or 

• Entering into a fixed term contract having selected a SMART choice tariff


1.2 SMART meter requirement 

On the date that you apply to be supplied by us, or move to a SMART choice tariff, you agree to take your supply through a meter which is within the SMART metering specification (SMETS). This will mean you are either:

• currently supplied through a functioning SMART meter or 

• you agree to have a SMART meter installed at your property for gas and/or electricity (as applicable) as described in the section ‘SMART Meter Installation’ below.


1.3 Manage your account online 

You agree to receive all communications from us electronically, including bills, price changes and other information about your account, and any other notices we need to send you. We may send this information to you via your online account or to your nominated email address. This includes documents relating to your general energy supply, such as changes to terms and conditions, bills and statements, price change and contract end notices. You agree to give us accurate personal details, including your nominated email address, and to keep these details up to date. You’re responsible for the continued accuracy and validity of the email address you supply.


1.4 Other requirements

You must comply with these terms and conditions and our General terms


If at any time you don’t meet any of the above eligibility criteria, we may end this agreement and transfer you to the cheapest variable energy tariff available for your meter type and payment method. In that case you might pay higher unit prices and standing charges on a variable energy tariff, and these could change at any time. You will have option to review any applicable and available fixed rate tariffs. 


2. SMART meter installation

By signing up to a SMART choice tariff you are either:

1. confirming you have a functioning SMART meter installed or 

2. agreeing to have a SMART meter to be installed. 


For the avoidance of doubt and for the purpose of these terms a functioning SMART meter is a meter which:

• has been successfully enrolled into the central smart metering network (DCC) and 

• supports provisioning remote meter reads on a regular basis

Where you do not have a functioning SMART meter installed, we or our nominated SMART meter installers, will contact you to discuss a SMART meter installation.


2.1 Do I need a SMART meter? SMART choice tariffs are designed for customers who currently have, or are actively agreeing to have, a SMART meter. Unless we agree otherwise, in order to benefit from the SMART choice tariff you must:

a) on the date that you apply to be supplied by us on the SMART choice tariff, have a SMART meter installed or 

b) support booking a SMART meter installation to have a gas and electricity SMART meter fitted by our SMART installation team.


2.2 Am I eligible for a SMART meter install? Not all customers will be able to have SMART meters. Sometimes we can’t install SMART meters in homes for practical or technical reasons. For instance, we might not be currently installing SMART meters in your area or your property might not be suitable (for example, SMART meters won’t be installed if there’s anything blocking access to your current meter(s)). Sometimes we won’t know this until an engineer’s been to your home. If we can’t install a SMART meter in your home, we’ll let you know.


2.3 What if I don't book a SMART meter install? If you don't book a SMART meter installation and have a gas and electricity SMART meter fitted by us within 3 months of signing up for a SMART choice tariff, then you’ll no longer be eligible for this product and you will be transferred on to our cheapest available variable energy tariff


2.4 What if HUB can’t install a SMART meter? Unless we agree otherwise, if we can’t install gas and electricity SMART meters within 3 months of you signing up for SMART choice tariff, then you’ll no longer be eligible for the tariff. This includes (but is not limited to) the following scenarios:

• you don’t book a SMART meter installation 

• you cancel your SMART meter installation booking 

• you haven’t kept an agreed appointment with us

• you refuse our engineer access to your property (whilst we aim to complete all installations in one visit there may be need to complete a second visit and this should be accommodated in the same manner) 

• you give us incorrect information during your sign up journey

• you already have a SMART meter

• we can’t get access to your meter

• we can’t get safe access to your property


In that case, we may end this agreement and transfer you to the cheapest variable energy tariff available for your meter type and payment method. In that case you might pay higher unit prices and standing charges on a variable energy tariff and these could change at any time. You will have option to review any applicable and available fixed rate tariffs. 


You may also be liable for the related costs of abandoned or aborted visits, which you have directly caused. Details of our charges are included in your General terms.


If you’re ineligible for a SMART meter for gas and/or electricity (as applicable) for a technical or practical reason outside of your control, we may allow you to remain on the SMART choice tariff for the relevant fuel while you’re ineligible due to that technical reason. This may include (but is not limited to):

• we’re not currently installing SMART meters in your area

• there are no SMART meter booking slots available within 3 months of you signing up for SMART choice tariff 

• despite installing a SMART meter we are unable to commission this to appropriately gain ‘SMART functionality’ 


Where a technical or practical reason has previously prevented the fitting of a SMART meter, however you remain on a SMART choice tariff, we will continue to review your account. If we are able, at any stage through the duration of your fixed term contract, to install a SMART meter your obligations to support this shall remain the same. Should at this stage you refuse or prevent an installation of a SMART meter we may end this agreement and transfer you to the cheapest variable energy tariff available for your meter type and payment method. In that case you might pay higher unit prices and standing charges on a variable energy tariff and these could change at any time.


2.5 What if I have a SMART meter installed by another supplier? You are eligible to join our SMART choice tariff. We will review the functionality of your present meter to ensure it is functioning in line with the current SMART metering specification.  


2.6 What if I already have a SMART meter installed by HUB energy? You are eligible to join our SMART choice tariff. We will review the functionality of your present meter to ensure it is functioning in line with the current SMART metering specification.


2.7 What if I have a SMART meter but it is not functioning in SMART mode and is currently operating in a ‘dumb’ mode? You are eligible to join out SMART choice tariff. We will review the functionality of your meter and if necessary, we will work to support bringing your supply into a fully functioning SMART mode.  

This may include, but it not limited to, installing a new SMART meter. If we consider a new SMART meter installation to be necessary, you would be agreeing to the terms detailed in 2.1 of these terms.


2.7 How can I book a SMART meter installation? Our chosen partner for SMART meter installation is SMS plc. In signing up to a SMART choice tariff you agree to allow us to share relevant meter and contact information with our installation partner. Bookings for your SMART meter installation will take place directly with SMS plc. SMS will contact you directly through phone or email in order to discuss this process. We reserve the right to change our installation partner without notifying you. 


2.8 What if I’m a tenant? If you’re a tenant, it’s up to you to get your landlord’s consent to the installation of your SMART meter. We indemnify ourselves from any dispute between yourself and / or the landlord of the premises for any changes to the meter at the property.


3. Energy charges


3.1 Your energy charges will be fixed for the duration of your agreement from your supply start date. Your start date will be the date your electricity and/or gas supply(ies) transfers from your previous supplier(s) to us.


3.2 Your energy charges will be on a single standing charge and unit rate basis (or two unit rate basis for metered economy 7 electricity) and will be based on our prices for your area, meter type and the payment method that you opted for (and may change if you change area, meter type or payment method). 


3.3 You agree to pay VAT and any other taxes or duties at the applicable rate. 


4. Paying us


4.1 You must pay your bills on time.


4.2 Where you pay by Direct Debit, this means:

• a Direct Debit of at least the recommended amount (or more) is successfully taken on the due date set out in your Direct Debit instruction;

• you’ll keep your energy account in credit by paying for the supply in advance


4.4 If you don’t comply with this payment condition, we may (in addition to the solutions set out in our General terms) end this agreement for the SMART choice tariff and transfer you to the cheapest variable energy tariff available for your meter type and payment method. In that case you might pay higher unit prices and standing charges on a variable energy tariff and these could change at any time. 


5. Tariff term


Your SMART choice tariff will end:

1) on the Fixed End Date or

2) when you move home with decision or 

3) change to another HUB tariff or change supplier.



6. Moving Home 

Should you move premises during the fixed term contract, you may be able to take the SMART choice Tariff with you. To do this, the following criteria needs to be satisfied:


6.1 The new premises does not have a SMART meter already installed


6.2 You agree to comply with the SMART Meter installation requirements set out in Section 2.


7. Early exit fee


If you change your supplier or tariff for electricity or gas, or both, before the Fixed End Date, we may apply a termination fee of £30 in respect of each such fuel (Early Exit Fee). You agree to pay any such Early Exit Fee and agree to us taking this fee by Direct Debit.  


8. End of your fixed term tariff


7.1 If your fixed energy tariff ends and you haven’t asked us for a new fixed term energy tariff:

• we’ll automatically transfer you to the cheapest variable energy tariff available for your meter type and payment method; and

• you might pay higher unit prices and standing charges on a variable energy tariff and these could change at any time


If within 30 days of the end of your fixed energy tariff you: 

• decide to leave us and your new supplier notifies us that you’re switching and that switch takes place within a reasonable period; or 

• you enter into a new fixed term energy tariff with us 


then we’ll keep your charges the same until you switch to your new supplier or start your new fixed term energy tariff. 


9. Additional items


• Changes to these terms and conditions – we may change these terms and conditions at any time in line with our General Terms. 

• We reserve the right to refuse or withdraw SMART choice tariff(s) at any time.