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Your NRG Ltd
Low Online Prices
No Hidden Costs
Easy Ordering
5* Customer Care
Direct Delivery
Low Online Prices
No Hidden Costs
Easy Ordering
5* Customer Care
Direct Delivery

Terms & Conditions

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Terms and Conditions

For the supply of the Smart NRG Remote Tank Monitoring Unit and Monitoring Services

  1. WHERE TO FIND INFORMATION ABOUT US, the remote tank monitoring unit AND OUR monitoring SERVICES

You can find everything you need to know about us: YourNRG Limited (Company Number: 06263424) the Smart NRG Remote Tank Monitoring Unit (the Unit) which will be installed to your liquid fuel storage tank (the Tank) and our Smart NRG Monitoring Services (Monitoring Services) on our website www.yournrg.co.uk or from Customer Services on tel: 01642 before you order.

We also confirm the key information about the Unit and the Monitoring Services to you in writing after you order, by email [and/or post].

  1. WHEN YOU BUY FROM US YOU ARE AGREEING THAT:
  • We charge you £6.99 per month for the Unit and Monitoring Services
  • You pay by monthly direct debit
  • We charge interest on late payments
  • We pass on increases in VAT
  • We're not responsible for delays outside our control
  • We charge you if you don't give us the correct information about your Tank to enable the installation of the Unit and/or provision of the Monitoring Services; you do not allow our engineers free access to install the Unit or you damage the Tank and/or Unit so that the Unit and/or Monitoring Services cannot operate efficiently and properly
  • If you bought online you have a legal right to change your mind
  • You can end an on-going contract (find out how)
  • You have rights if there is something wrong with your Unit and/or Monitoring Services
  • We can change the Monitoring Services and these terms
  • We can suspend supply of the Monitoring Services (and you have rights if we do)
  • You will ensure the Tank is not defective or damaged throughout the contract
  • You will ensure the Tank is situated on a flat and level base and you will comply with all of the domestic owner obligations under the Oil Firing Technical Association (OFTEC) regulations and guidelines
  • We can remove the Unit and withdraw the Monitoring Services
  • We can end our contract with you
  • We don't compensate you for all losses caused by us, our Unit or our Monitoring Services
  • We use your personal data as set out in our
  • You have several options for resolving disputes with us
  • You must tell us if you are moving from the property
  • Other important terms apply to our contract
  1. WE ONLY ACCEPT ORDERS WHEN WE'VE CHECKED

The Unit will monitor the liquid fuel levels in your Tank.  As part of the Monitoring Services we will contact you with updates about the level of liquid in your Tank.  You can also monitor the levels in your Tank through the [If you want to place an order following our contact or your own monitoring of the liquid supply, we will confirm we've received your order and then we will contact you again (normally within [PERIOD]) to confirm we've accepted it.

  1. WE CHARGE YOU FOR THE SERVICES

We take payment at regular monthly intervals by direct debit, as explained to you during the order process for the Unit and Monitoring Services. These payments will continue until you cancel the contract in writing by completing and submitting the cancellation form which is on our website to monitors@yournrg.co.uk and we have acknowledged the cancellation request in writing to you.

  1. WE CHARGE INTEREST ON LATE PAYMENTS

If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of [ ]% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

  1. WE PASS ON INCREASES IN VAT

If the rate of VAT changes between your order date and the date we supply the Unit and Monitoring Services, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

  1. WE'RE NOT RESPONSIBLE FOR DELAYS OUTSIDE OUR CONTROL

If our supply of the Unit and/or Monitoring Services are delayed by an event outside our control, such as delays or non-performance by our suppliers [, delays in availability of skilled engineers, pandemics, epidemics, acts of God, floods and natural disasters [EXTRA EVENTS].    we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Services Team on www.yournrg.co.uk or Customer Services on tel: 01642 686000 to end the contract and receive a refund for the Unit and Monitoring Services you have paid for in advance, but not received, less reasonable costs we have already incurred.

  1. YOU'RE RESPONSIBLE FOR MAKING SURE YOUR tank is compliant

You're responsible for making sure your Tank is situated on a flat and level base and you will comply with all of your obligations under OFTEC regulations and guidelines throughout the contract. Find information and tips on how to maintain your Tank at oftec.org/consumers and [/brochure or contact our Customer Service Team who will be able to help you].

  1. WE CHARGE YOU IF YOU DON'T GIVE US correct INFORMATION, fail to comply with your obligations under OFTEC regulations and guidelines and restrict or prevent access to the tank to our engineers

We charge you additional sums if you don't give us the correct information we've asked for about how we can access your property to install and/or audit the Unit and provide the Monitoring Services (including if you don't do preparatory work to prepare for and enable the engineer to access your property as agreed with us). For example, we incur a cost in sending an engineer out to your property which we will incur if the engineer cannot install, audit or fix the Unit because of restricted access and/or your failure to comply with your OFTEC obligations

  1. Your legal right to change your mind.
    • If you bought online or over the telephone you have a legal right to change your mind. You have 14 days after the date we confirm your order to change your mind about the purchase of the Unit and Monitoring Services, but you lose the right to cancel after this period is over (and you must pay for any Monitoring Services provided up the time you cancel).
    • You also have extra rights under our guarantee (which we explain at 13 below) regardless of how you bought the Unit and Monitoring Services.
  2. How to let us know and what happens next.

If you change your mind contact our Customer Service Team by [filling in the at www.yournrg.co.uk] We refund you as soon as possible and within 14 days of you telling us you've changed your mind. We refund you by the method you used for payment. We don't charge a fee for the refund.

  1. Our goodwill guarantee.

In addition, we, Your NRG Limited, offer our customers a goodwill guarantee for the Unit which is in addition to your legal rights. This goodwill guarantee does not affect your legal rights if there is something wrong with your Unit and/or Monitoring Services (for more on those rights see You have rights if there is something wrong with your Unit and/or Monitoring Service).  The goodwill guarantee is for a period of 36 months from the date of installation and covers any failure in the operation of the Unit which is caused by battery life, waveguide pipes and reading errors in the built in sim card of the Unit.  Please note this goodwill guarantee will not apply if the failure of the Unit is due to you having not complied with your OFTEC obligations.    

  1. YOU CAN END AN ON-GOING CONTRACT (FIND OUT HOW)
    • We tell you when and how you can end an on-going contract with us order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Service Team.
  2. YOU HAVE RIGHTS IF THERE IS SOMETHING WRONG WITH YOUR SERVICE

If you think there is something wrong with your Unit and/or Monitoring Service, you must contact our Customer Service Team.  Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

  1. Summary of your key legal rights
    • For the Monitoring Services, the Consumer Rights Act 2015 says:
  • You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.
  • If a price hasn't been agreed upfront, what you're asked to pay must be reasonable.
  • If a time hasn't been agreed upfront, it must be carried out within a reasonable time.
    • For the Unit, the Consumer Rights Act 2015 says:
  • You can ask us to repair or replace the Unit, if it’s not of satisfactory quality.
  1. WE CAN CHANGE MONITORING SERVICES AND THESE TERMS
    • Changes we can always make.
      • We can always change the Monitoring Service:
        • to reflect changes in relevant laws and regulatory requirements; and
        • to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don't affect your use of the Unit and/or Monitoring Services.
      • Changes we can only make if we give you notice and an option to terminate the contract. We can also make the following types of change to the Monitoring Services or these terms, but if we do so we'll notify you and you can then contact our Customer Service Team to end the contract before the change takes effect and receive a refund for any Monitoring Services you've paid for in advance, but not received:

[OUTLINE OF ANTICIPATED CHANGES]. [eg, Change direct debit]

  1. WE CAN SUSPEND MONITORING SERVICES (AND YOU HAVE RIGHTS IF WE DO)
    • We can suspend the supply of the Monitoring Services. We do this to:
  • deal with technical problems or make minor technical changes;
  • update the service to reflect changes in relevant laws and regulatory requirements and make changes to the service (see We can change Monitoring Services and these terms).
    • We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend the Monitoring Services [for longer than [PERIOD] in any [PERIOD]] we adjust the price so you don't pay for it while its suspended. If we suspend supply, or tell you we're going to suspend supply, for more than [PERIOD] you can contact our Customer Service Team to end the contract and we'll refund any sums you've paid in advance for services you won't receive.
  1. WE CAN WITHDRAW monitoring SERVICES

We can stop providing the Monitoring Services. We let you know at least [PERIOD] in advance and we refund any sums you've paid in advance for services which won't be provided.

  1. WE CAN END OUR CONTRACT WITH YOU
    • We can deactivate the Unit and end our contract with you for the Monitoring Services and claim any compensation due to us if:
  • you don't make any payment to us when it's due and you still don't make payment within 14 days of our reminding you that payment is due under your direct debit;
  • you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to install or audit the Unit and/or provide the Monitoring Services.
  1. OTHER CIRCUMSTANCES
    • WE DON'T COMPENSATE YOU FOR ALL LOSSES CAUSED BY US OR OUR MONITORING SERVICES
    • You are responsible for informing us that you are moving from the property by email to monitors@yournrg.co.uk in advance of moving to give us a period of to arrange a time to remove the Unit from the Tank.
    • You are responsible for informing us in advance of purchasing a new/replacement Tank by email to monitors@yournrg.co.uk to give us a period of to arrange a time to transfer the Unit from the old Tank to the new Tank.
    • We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
  • It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section 8. We're not responsible for delays outside our control.
  • Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
  • A business loss.
  1. WE USE YOUR PERSONAL DATA AS SET OUT IN OUR PRIVACY NOTICE

How we use any personal data you give us is set out in our Privacy Notice: [LINK TO PRIVACY NOTICE OR WEBSITE ADDRESS FOR PRIVACY NOTICE OR INFORMATION ABOUT WHERE TO ACCESS IT (FOR EXAMPLE, IN A BROCHURE)].

  1. YOU HAVE SEVERAL OPTIONS FOR RESOLVING DISPUTES WITH US
    • Our complaints policy.
      • Our Customer Service Team at yournrg.co.uk or tel: 01642 686000 will do their best to resolve any problems you have with us or our services as per our Complaints policy: [LINK TO COMPLAINTS POLICY OR WEBSITE ADDRESS FOR IT OR INFORMATION ABOUT WHERE TO ACCESS IT (FOR EXAMPLE, IN A BROCHURE)].
    • Resolving disputes without going to court. Alternative dispute resolution (ADR) is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to any ADR organisation who generally do not charge you for making a complaint or if you're not satisfied with the outcome you can still go to court.
    • You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
  2. OTHER IMPORTANT TERMS APPLY TO OUR CONTRACT
    • We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract. If you're unhappy with the transfer you can contact our Customer Service Team to end the contract within  14 days of us telling you about it and we will refund you any payments you've made in advance for services not provided.
    • Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
    • If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
    • Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.