10% Guarantee

Last updated June 2021

Additional Terms and Conditions for Customers on the 10% Guarantee

These additional terms and conditions relate to our 10% Guarantee and are in addition to Utility Warehouse’s Standard Terms and Conditions and Fixed Additional Terms and Conditions (as applicable). If there is any conflict then these terms will prevail.

These additional terms and conditions and your 10% Guarantee Quote form part of your contract with us.

1. The 10% Guarantee
 

a) Subject to the terms below, when you switch your Qualifying Services to us, we guarantee to provide you with our nearest equivalent or better Primary Services for 10% cheaper than your current providers’ prices. After the first 12 months, you will be charged our standard prices at that time. 

 2. Definitions


10% Guarantee Quote: The charges sent to you via email after sign up. 

Primary Service(s): For each Qualifying Service means the following:

  • Gas and Electricity, the standing charge and unit rate. 

  • Fibre Broadband (plus line rental if required for the Fibre Broadband service), the monthly service charge. Routers and other equipment charges are excluded. 

  • SIM Only Mobile, the UK data, calls and texts included in your monthly allowance. Handsets and equipment charges are excluded.  


Qualifying Service(s): Gas, Electricity, Fibre Broadband (Ultra, Ultra+, Full Fibre 100 and Full Fibre 300 only) and SIM Only Mobile services that are live with another provider immediately prior to switching. 

 3. Eligibility 

 a) The 10% Guarantee is only available to new residential UW customers who sign up from 28 June 2021 and meet all of the following conditions:

  1. You must successfully sign up via a selected Partner to at least three Qualifying Services. Each of the Qualifying Services must remain live on your account for at least 12 months. 

  2. You must have a Smart Meter or you must sign up to have a compatible and fully functional Smart Meter installed by us at the supply property. Your Smart Meter must be in credit mode. A meter reading must be provided each month before your energy bill is generated.

  3. You must be the homeowner of the property at the supply address as evidenced by the details held at the Land Registry, or have provided us with such other evidence, which we deem to be sufficient, of your ownership of the property.

  4. You must pay by Direct Debit. The Direct Debit must remain in place on your account for the duration of the 10% Guarantee period.  

  5. You must have at least three months worth of statements with your current suppliers.

  6. You agree to these additional terms and conditions. ​​​​​​

b) The 10% Guarantee is only applicable to Qualifying Services. All other UW services are excluded. 

c) The 10% Guarantee may not be available if we do not offer equivalent services or the Qualifying Services are provided by your current provider as part of a package that includes services we do not offer, such as television or streaming packages. 

d) We reserve the right to withdraw the 10% Guarantee at any time, without notice, in relation to applications which have not yet been processed.

e) If at any point you no longer meet the eligibility requirements, from the date you cease to qualify for the 10% Guarantee you will be charged our standard pricing for each Qualifying Service as set out in our Tariff Guide and Charges Guide at that time. 

 4. Start Date 

a) You will be charged for your services at the applicable prices set out in your 10% Guarantee Quote from the dates your Qualifying Services are successfully switched to us. 

b) We are not liable and will not reimburse you for any early termination charges you incur in switching your Qualifying Services to us.

5. End Date


a) The 10% Guarantee for each Qualifying Service will end 12 months after the date that the Qualifying Service was successfully switched to us. 

b) We will write to you before the 10% Guarantee period ends to provide you with a breakdown of the new monthly charges for each Qualifying Service and your options in respect of any contracts which have a fixed term of 12 months or less. 

c) If you sign up to any 18 month contracts with us you will be required to pay the increased charges for the remainder of your contract term or pay any applicable early termination fees or charges as set out in our Standard Terms and Conditions, Fixed Additional Terms and Conditions (as applicable), Tariff Guide and Charges Guide. 

6. The Discount 

a) We will charge you at least 10% less than your current providers’ prices for Primary Services. 

b) We will provide you with our nearest equivalent or better Primary Services compared to your existing service, to be determined at our sole discretion. 

c) If our standard price for any Primary Service you select is already more than 10% cheaper you will be charged our standard prices for that service. 

d) Your monthly bills will show UW’s standard charges and your applicable savings will be shown as credits on your monthly bills. 

e) To calculate this discount, you must email us your most recent statement from your existing service providers. We reserve the right to ask for additional statements in order to calculate the discount. 

f) The discount will only be calculated and offered on the following:

  1. Primary Service only. All other services, charges and fees including but not limited to add ons, packages, bundles, call features, roaming, international calls, premium calls, early termination fees, admin fees, exit fees, installation fees and postage and packing, are excluded from this promotion and will be charged at our standard rates as set out in our Standard Terms and Conditions, Fixed Additional Terms and Conditions (as applicable), Tariff Guide and Charges Guide. 

  2. Your current service providers’ standard pricing for the Primary Service. We will not offer a discount on any pricing that includes introductory offers, employee or family discounts or any other promotions or discounts. 

  3. Your existing Qualifying Services. For the avoidance of doubt this means the Qualifying Services you have live with another provider immediately prior to switching. Additional services, even if the additional services are Qualifying Services i.e. an additional SIM, are excluded. 

g) The value of the discount will be calculated per Qualifying Service and set out in the 10% Guarantee Quote. 

h) If you take Fibre Broadband as part of the 10% Guarantee we will provide you with a premium router free of charge. 

7. Billing 

a) For energy services, you must provide a monthly meter reading. A meter reading must be provided each month before your energy bill is generated. Your Direct Debit will be adjusted each month in accordance with your consumption. 

b) You must pay by Direct Debit. 
 

8. Changing or Terminating Tariffs and Services 

a) You can let us know at any time during the 10% Guarantee period if you would like to upgrade to another Qualifying Service tariff that you are eligible for, subject to payment of any exit fee and charges as set out in our Tariff Guide and Charges Guide and the conditions set out in our Standard Terms and Conditions and Fixed Additional Terms and Conditions (as applicable). If we agree to upgrade you onto another tariff you will be charged the standard price for that service minus the same monetary discount you received on your original service. If you ask to switch onto a cheaper tariff we reserve the right to charge you the full standard price for that service.

b) If you terminate any Qualifying Service during the 10% Guarantee period the discount will cease to be applied to all of your Qualifying Services and you will be charged the standard price, as set out in our Tariff Guide and Charges Guide, for all of the remaining Qualifying Services from the date of termination. You may be charged an early termination fee, exit fee and/or charges as set out in our Standard Terms and Conditions, Fixed Additional Terms and Conditions (as applicable), Tariff Guide and Charges Guide. 

c) The 10% Guarantee is only available for a maximum of 12 months. If you switch or alter your services or move home the 10% Guarantee period will not restart.

 9. Exclusions 

a) This promotion cannot be used in conjunction with any other offers, promotions, benefits, discounts, Gold discounts or Gold benefits apart from our Dual Fuel Discount. 

b) For Gas and Electricity, you will not be eligible for Budget Plan. 

c) Equipment is not included in the 10% Guarantee.