Sunsave’s Virtual Power Plant - Terms and Conditions 

Introduction

  • What these Terms and Conditions cover. Please read these Terms and Conditions carefully. These Terms and Conditions apply to Sunsave’s Virtual Power Plant (“Service”) offered by Sunsave UK Limited (“Sunsave”, “we” and “us”). A description of the Service is set out below.  
  • Why you should read these Terms and Conditions. These Terms and Conditions, together with any specific instructions and rules set out in any communications relating to the Service (“Rules”) apply to the Service. By entering the Service, you are agreeing to be bound by the Rules.  
  • Our right to change the Rules. We reserve the right to change the Rules. You will be notified of any material changes 30 days before the changes take effect. Any changes will be posted on our website. These Terms and Conditions were last updated 27th May 2025. 

Our contract with you

  • How you can accept these Terms and Conditions. Your acceptance of these Terms and Conditions will take place when you sign at the bottom of this page, at which point a contract will come into existence between you and us. 
  • You consent to allow Sunsave and our partners to deliver the Service. By accepting these Terms and Conditions, you consent to Sunsave and our partners (together “Partners”) accessing your connected Sunsave devices (“Flexible Devices”) to deliver the Service.  

Information about us and how to contact us

  • Who we are. Sunsave UK Limited is registered in England and Wales with company number 13941186. Our registered office is at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. 
  • How to contact us. You can contact us by telephoning our customer service team at 020 3868 3236, or by writing to us at support@sunsave.energy or 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. 
  • How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you have provided to us.  
  • "Writing" includes emails. When we use the words "writing" or "written" in these Terms and Conditions, this includes emails. 

Description of the Service

  • The Grid Service provided by Programme Operators. In Great Britain, various electricity balancing and flexibility programmes ("Grid Services") to help the electricity grid are provided by grid and market operators ("Programme Operators"). Examples of these Grid Services include the Demand Flexibility Service provided by NESO (National Energy System Operator), and local network flexibility provided by Distribution Network Operators (“DNOs”). Each Grid Service has its own eligibility criteria and specific rules for connection to it. 
  • The Service provided by your Flexible Devices. The Service will be the participation of your Flexible Devices in an appropriate Grid Service, based on location, technical specifications, preferences and availability. If required by the Grid Service, the Partners will control your Flexible Devices to adjust the electrical supply to, or demand on, the electricity grid (“Events”). We may automatically vary the rate of production, charge and/or discharge from your Flexible Devices during or in preparation for Events. Please note that the number of Events will vary, and you will not be able to choose which Events that your Flexible Devices will contribute to. 
  • The Service may change your electricity bill and the performance of your Flexible Device. The Service may change your electricity bill, including an increase in your bill if a net demand is made on the electricity grid by your Flexible Device. The Service may also change the performance of your Flexible Devices, including ‘wear and tear’ on the battery due to an increase in charging and discharging of the battery.  

Reward payments for the Service

  • Eligibility for reward payments. You will receive reward payments for participating in the Service provided you remain eligible as described below in “Eligibility and participation requirements for the Service”. 
  • The Regular Payment. You will receive a monthly amount (“Regular Payment”), which will be calculated by us at our sole discretion. Please note the following: 
  • given the uncertainty and evolving nature of the Grid Services, the amount for the Regular Payment could be zero, 
  • we may calculate the Regular Payment by combining the contribution of your Flexible Devices to Events as measured from the metered data from your Flexible Devices and smart meter, with the contributions of the Flexible Devices of other participants in the Service so that all participants receive the same Regular Payment amount,  
  • we will deduct an administration fee for the Services from the amounts which we receive from the Programme Operators in relation to Events, and 
  • the total amount of the Regular Payments paid to all the participants in the Service will never be more than the amounts which we receive from the Programme Operators in relation to Events less the administration fee referred to above.  
  • Your bank account. You will receive each Regular Payment on a date of each month which is specified by us from time to time by bank transfer to the UK bank account, the details of which you have provided to us as part of signing up to the Service. Please let us know if you would like to update your bank details at any point.  
  • If the Service is ended or suspended. If the Service is ended or suspended as described below in “Your right to end the Service” or “Our right to end or suspend the Service”, you will not receive any further payments following the end or suspension date. If the Service is restarted, you will receive the Regular Payment no earlier than one month after the Service is restarted at our sole discretion. 

Eligibility and participation requirements for the Service

  • Eligibility requirements. To be eligible to participate in the Service, you must:  
  • comply with the Rules at all times,  
  • be 18 years old or over,  
  • be a resident of Great Britain,  
  • have your Flexible Devices set up to the mode which is compatible with the Service, 
  • let us know which electricity tariff that you are on, and update us if you change the electricity tariff, 
  • have a working electricity smart meter (SMETS1 or SMETS2 electricity meter) that is actively communicating with Smart DCC Ltd, regulated by Ofgem (“DCC”) and has done so for a period of at least 30 days before requesting to join the Service,  
  • have a registered import Meter Point Administration Numbers (“MPAN”), associated with your address in the database of DCC,  
  • not be participating in the delivery of Grid Services or any similar service for NESO or any DNO, either directly via an energy supplier, or another third party, and  
  • consented to, and not remove your consent, to give the Partners access to your half-hourly smart meter reads.  
  • Firmware updates. Initial and/or ongoing participation in the Service may require firmware updates to your Flexible Devices, and we reserve the right to remotely update firmware as necessary during the Service.  
  • Participation in one provider only. Your Flexible Devices can typically participate in a Grid Service with only one provider at a time. If you are already registered for a Grid Service with another provider, enrolling the Service will render you ineligible to continue with the previous provider. We are not responsible for notifying you of removal from any other service due to dual registrations or for any financial or other consequences arising from such removal. Registering with another provider after joining the Service will result in disqualification from the Service.  

Our rights to make changes to the Service

  • Changes for laws and regulatory requirements, and technical adjustments and improvements. We may at our sole discretion change the Service immediately and without notice to:  
  • reflect changes in relevant laws and regulatory requirements; and  
  • implement technical adjustments and improvements, for example to address a security threat. 
  • Other changes. In addition, we may make other changes to the Service, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect. 

Our responsibility for loss or damage suffered by you

  • We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms and Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process. 
  • We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Service including the right to receive the Service which is: as described and match information we provided to you; of satisfactory quality; fit for any particular purpose made known to us; and supplied with reasonable skill and care. 
  • We are not liable for any change to your electricity bill or the performance of your Flexible Device. We will use reasonable care and skill in providing the Service to you. However, we will have no liability for any change to your electricity bill, including an increase in your bill if a net demand is made on the electricity grid by your Flexible Device, or to the performance of your Flexible Devices, including ‘wear and tear’ on the battery due to an increase in charging and discharging of the battery.  
  • We are not liable for business losses. The Service is supplied for domestic and private use. If the Service is used for any commercial and business purpose we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity. 

Your right to end the Service

  • Tell us you want to end the Service. To end the Service, please let us know by doing one of the following:   
  • Phone or email. Call customer services on 020 3868 3236 or email us at support@sunsave.energy. Please provide your name, home address, and where available, your phone number and email address.  
  • By post. Write to us at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ, including your name and address.  
  • Consequences of you letting us know to end the Service. Once you have let us know to end the Service, the Service will end within 30 days. You will then not receive any further payments, and we will not be obligated to store, maintain or provide any content, data or information related to your participation in the Service.  
  • Restarting the Service may not be possible. Restarting the Service after you ending the Service may not be possible and is at our sole discretion. If the Service is restarted, you will start receiving the Regular Payments no earlier than one month after the Service is restarted at our sole discretion. 

Our rights to end or suspend the Service

  • We may end or suspend the Service for any reason. We may end or suspend the Service at any time by writing to you for any reason, including if: 
  • we reasonably believe you have breached any of the Rules, or 
  • any information you have provided is found to be false, inaccurate, incomplete or misleading, or 
  • any of your Flexible Devices becomes disconnected from the internet or is moved to a different location, or  
  • your smart meter is disconnected, your meter readings are no longer available in the database of DCC, or  
  • you relocate to a new property, or  
  • you are no longer eligible to participate in the Service as described in “Eligibility and participation requirements” above, or  
  • any technical, operational or security risk is identified in relation to your access to the Service.  
  • Consequences of ending the Service. The Service will end within 30 days. You will not then receive any further payments, and we will not be obligated to store, maintain or provide any content, data or information related to your participation in the Service.  
  • Consequences of suspending the Service. If the Service is suspended, you will not receive any further payments following the suspension date. If the Service is restarted following suspension, you will start receiving the Regular Payments no earlier than one month after the Service is restarted at our sole discretion. 

How we may use your personal information

  • How we will use your personal information. These Terms and Conditions incorporate, and should be read together with, our privacy policy. We will use only the personal data which you submit to us in accordance with our privacy policy. 
  • Personal information will be shared with Programme Operators and others. We will share your email, address, MPAN, installation record, half-hourly metered energy consumption, energy export, your Flexible Device measurements, usage information, records associated with installation and the commissioning process, and other details with Programme Operators, their affiliates and their authorised sub processors to provide the Service including to register you in the Service and calculate payments to you.  
  • Your consumption and export data will be processed by the Partners and others. Your half-hourly metered consumption and export data will be processed by the Partners and their authorised sub-processors by interfacing with the national smart meter systems in accordance with the Smart Energy Code.  
  • The Partners may provide the Programme Operators with certain information. The Partners may provide the Programme Operators with half hourly electricity consumption, export, baseline and reduction data, and the value of any incentives used in an aggregate manner, for the purposes of delivering the Service. In some cases, the Programme Operators may require detailed half hourly data around the Events to audit performance and payment, which may include your consumption and export data.  
  • You consent to your personal information being processed. The Partners and their approved sub processors may share and process the above information. By entering the Service, you agree that your above information will be processed and used as such.  
  • You agree to receive communications from the Partners. By entering the Service, you agree to receive communications from the Partners in connection with your participation in the Services.  
  • The Partners and others may retain certain information. The Partners and/or their authorised sub-processors will retain settlement calculations and data regarding your participation in the Service in accordance with the rules of the relevant Grid Services.  

Other important terms

  • We may transfer this contract to someone else. We may transfer our rights and obligations under these Terms and Conditions to another organisation. 
  • Nobody else has any rights under this contract. This contract is between you and us. No other person will have any rights to enforce any of its terms. 
  • If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect. 
  • Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these Terms and Conditions, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.  
  • Which laws apply to this contract and where you may bring legal proceedings. These Terms and Conditions are governed by English law and you can bring legal proceedings in respect of the Service in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Service in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Service in either the Northern Irish or the English courts.