Terms & Conditions
The-Bunch Limited – Business To Consumer Terms & Conditions
The Bunch is a platform that helps customers set up, manage and pay for lots of different services in one bill, alongside one place for customer support. The Bunch is not a supplier of the individual services and works with and relies on third parties to deliver Your service.
We are a service for people who want convenience and great service when managing their household finances, not a price comparison or money saving platform, as you are likely to find cheaper individual deals for the services we provide. However, we pride ourselves on offering our service at a fair price for the value we add.
Please read all of the following important terms & conditions (not just the summary below) before you buy anything from Us and check that they contain everything you want and nothing you are not willing to agree to.
Summary of some of your key rights:
| If there is something wrong with the Services provided to You, the Consumer Rights Act 2015 says:
You can ask Us to repeat or fix a service if it is not carried out with reasonable care and skill, or get some money back if We cannot fix it; if You have not agreed a price upfront, what You are asked to pay must be reasonable; if You have not agreed a time upfront, it must be carried out within a reasonable time. This is a summary of some of Your key rights. For detailed information from Citizens Advice please visit https://www.citizensadvice.org.uk/ or call 03454 04 05 06. If You ask us to begin services during the 14-day cooling-off period, You may lose the right to cancel without having to pay for services already provided. The information in this summary box summarises some of Your key rights. It does not replace the full terms & conditions below, which You should read carefully. |
These terms & conditions include:
- Your legal rights and responsibilities.
- Our legal rights and responsibilities.
- Key information required by law.
Your agreement with us includes these terms & conditions, which you will need to accept when you sign up.
In these terms & conditions:
- We, Us or Our means The-Bunch Limited, a company incorporated in England and Wales under company number 10303631 whose registered office is at Impact Working, Spectrum, Bond Street, Bristol, BS1 3LG.
- You or Your means the person(s) buying Services from Us as named in the submitted Order, or any other person(s) notified to and accepted by Us from time to time.
If You do not understand any parts of these terms & conditions and want to talk to Us about it, please speak with Us or contact Us by:
- E-mail at info@the-bunch.co.uk where We shall endeavour to respond as soon as possible between the hours of 9:00AM to 5:00 PM on a Working Day.
- Telephone on 0333 358 3377 between the hours of 9:00AM to 5:00 PM on a Working Day.
Who are We?
| We are The-Bunch Limited, a private limited company registered in England and Wales under company number: 10303631.
Our registered office is at: Bunch, Impact Working, Spectrum, Bond Street, Bristol, BS1 3LG. |
Definitions
We use certain definitions in these terms & conditions which define the meaning of certain defined terms. These defined terms and their definitions are set out in the table below.
| “Broadband” | the provision of any broadband internet connection service to the Property which may enable You to connect devices to the internet using Wi-Fi. |
| “Bunch Policies” | the policies that We have implemented to manage customer concerns, refunds, and any other important matters (which We may update from time to time). Each of these is a “Bunch Policy”. You can find more information through the Support pages in the Help Centre on the Website. |
| “Charges” | the charges payable by You to Us for the Services and any and all other charges or fees due under this Contract, which may change over time or may be modified and agreed with Us from time to time. |
| “Contract” | the contract between Us and You under which we provide any of the Services to the Property. |
| “Energy” | gas, electricity, or both as selected by You on Your Order or as has otherwise been agreed between You (or any person authorised on Your behalf) and Us to be provided under the Contract. |
| “Energy Distributor” | a licensed distributor of Energy in the United Kingdom, including independent distribution network operators (for electricity distribution) and independent gas transporters (for gas). |
| “Fixed Rate Tariff” | a plan for the provision of Energy, in which the unit rate and standing charge prices billed to You is fixed for a period of time as quoted or confirmed as part of Our process for Orders. |
| “Licensed Supplier” | the Energy, Water, Broadband, or other third party provider who is licenced or registered and regulated to supply the relevant household service or utility (because We are selling third-party services and do not hold the supply licence ourselves) in relation to the Services that You request in Your Order and We arrange to supply under the Contract. |
| “Meters” | any metering equipment used to measure or provide information on Your consumption or usage of any of the Services to the Property. |
| “Ofgem” | the Office of Gas and Electricity Markets, acting as the independent regulator of gas and electricity markets in Great Britain. |
| “Online Portal” | the online portal through which You can manage Your account for the Services with Us. |
| “Order” | an order for the provision of any of the Services to the Property, completed by You and submitted to Us (in any way). |
| “Payment Method” | the way You choose to pay Your bill (covering Our Charges). This can include bank transfer, continuous payment authority, credits for a Traditional Prepayment Meter, or any other payment method that We have agreed with You. |
| “Property” | the property (including any part of any land, building or structure) to which the Services will be provided under this Contract. The Property must be used wholly or mainly for domestic purposes. |
| “Privacy Policy” | Our policy on how We manage Your personal data. We may update the Privacy Policy from time to time or change how We share it with You. |
| “Router” | the networking device used to forward data between computer networks and any associated equipment which is owned by a Licensed Supplier such as dongles, sim cards, cabling and cable splitters, filters, power adapters or wi-fi boosters (as appropriate). |
| “Services” | the Services that We arrange as requested in Your Order for the provision of Energy, Water, Broadband, TV Licence, TV packages (of any type, including metered or unlimited) for the relevant contract term starting from the Start Date (including delivery and connection on the terms & conditions of this Contract) and as confirmed by Us (including any other services which We provide or agree to provide to You). |
| “Smart Meter” | a Meter that tells Us (or the Licensed Supplier) how much Energy or Water You are using without Us having to visit the Property to read it and which can be operated in prepayment mode. It can also show You how much Energy or Water You are using and may include an in-home display. |
| “Statement” | a statement from Us showing the Charges for that month and Your payment for the provision of the Services to Your Property. |
| “Start Date” | the date on which We start to provide the Services to You at the Property (as set out in clause 4). |
| “Time of Use Tariff” | a plan for the provision of Energy, in which the Charges vary according to the cost of providing Energy as defined by a formula that forms part of Your Contract. |
| “Traditional Prepayment Meter” | a Meter that has to be topped-up in advance for the relevant supply to be made (and which is not a Smart Meter). |
| “Fixed Price Package” | a contract for the provision of Services at a flat rate on the basis that consumption of the Services does not exceed certain prescribed higher levels of consumption in any fixed period and that the Services are only used for certain purposes. |
| “TV Licence” | a TV licence as issued by the TV Licencing Authority to enable You to watch, record or download programmes on a TV, computer or other device which will be specific to the Property; |
| “Variable Rate Tariff” | a plan for the provision of Energy, in which the unit rates and standing charge prices billed to You may go up or down over time according to market conditions. In the case of a price increase, at least 7 days’ notice will be provided to You before the price change applies. |
| “Water” | the water and sewerage services to the Property. |
| “Website” | www.the-bunch.co.uk |
| “Working Day” | any day other than a Saturday, a Sunday, or a bank holiday in England and Wales. |
1. Introduction
1.1 If You buy Services from Us, You agree to be legally bound by these terms & conditions as well as any applicable tariff You confirm in Your Order which shall for the Contract between You and Us.
1.2 You may only buy and use Services from Us for domestic household and personal use. You cannot use the Services for business, trade, industrial or commercial purposes nor for re-sale. You are ultimately responsible for how the Services are used and for ensuring that You comply with these terms & conditions.
1.3 When buying any Services, You also agree to be legally bound by specific terms which apply to certain Services, including the terms and conditions of any third party (such as Licensed Suppliers). This includes, for example, terms relating to the use of Energy, Water, or Broadband.
2. General
2.1 These terms & conditions govern the provision of the Services by Us to You as a consumer customer at the Property. The definitions and explanations at the start of these terms & conditions apply.
2.2 You can find everything that You need to know about Us on Our Website. As part of Your sign-up journey, We will tell You about the Services that You can Order. We will confirm the key information about Your Contract when or after We confirm Your Order and You can access Your account using the Online Portal.
3. Your obligations
3.1 Your Contract with Us starts when You accept the terms & conditions as part of Our Order process.
3.2 By agreeing to these terms & conditions, You are agreeing to comply with and perform the obligations specified in these terms & conditions (including the ones listed below in this clause) and to pay the Charges.
3.2.1 If You have taken Energy as a Service, You will provide monthly meter readings to Us from Your Meter by submitting them in Your Online Portal (or by email or phone). Providing photographic readings is the best option to allow Us to address certain circumstances, such as where:
3.2.1.1 Your reading varies significantly from the estimates We hold for You;
3.2.1.2 Your reading relates to a different meter than the one We have on Our systems for Your property; and
3.2.1.3 Your reading requires Us to refer to an alternative supplier for the purposes of monitoring and providing consistency and accuracy in respect of billing.
3.2.2 You will receive Your Statement, with notification of the next payment amount via email or through accessing the Online Portal.
3.2.3 You will make any changes to Your account and contract details via the Online Portal;
3.2.4 You will keep Your personal details (including Your current email address) and all the information that You have told Us accurate and up to date (which You can do using the Online Portal);
3.2.5 You confirm to Us that You are the owner, occupier or have responsibility for the Property (or will be on Your preferred Start Date for supply to start); and
3.2.6 You will notify Us in advance and as soon as possible of any changes in the use status of Your Property (such as from domestic to business or commercial use) so that We can ensure You are on the correct tariff. We may terminate or suspend Your access to the Services or terminate the Contract (in part or as a whole) immediately if We reasonably believe that the use status of Your Property has changed.
3.3 If You suspect or are aware of a gas leak, You must immediately telephone the Gas Emergency Number 0800 111 999.
4. Start Date for the Services
4.1 We aim to begin the provision of the Services to You within 2 Working Days (or sooner) of the date when We confirm the Order, unless agreed otherwise or if We are unable to do so for reasons outside of Our control. The supply of the Services will start on the Start Date (which may vary depending on the type of Services included in the Order and other factors).
4.2 In order to start the provision of the Services We will require certain information from You. We may be unable to start the provision of the Services if:
4.2.1 Your existing supplier refuses to cooperate with the switch; or
4.2.2 Your account with Your previous supplier is in arrears or in dispute; or
4.2.3 We cannot complete the switch because You have not provided the required information on Your Property or Meter; or
4.2.4 Your Meter is not the type of meter which is eligible for the tariff We are seeking to provide; or
4.2.5 any other situation arises which is outside of Our control, where We have taken reasonable steps to try to resolve the situation (but were unable to do so); or
4.2.6 the address that You signed up with does not match any database that We use. In that case, We may need from You a copy of tenancy agreements, proof of purchase or pictures of the Meters in order to locate the correct information.
4.3 We will contact You at least 30 days from the end of any fixed term contract with an offer to renew Your Services. You have the right to leave Your Contract at any time, but You will be liable for any payments due on the account and for any applicable cancellation charges when the relevant Services terminate. If You have taken out Services which continue after the end of a fixed term contract, they will roll over on a 30-day basis and You will still be liable to pay those Charges even if You do not wish to renew all Services.
5 Prices and Charges
5.1 Our prices for providing the Services will be displayed when You are placing an Order and confirmed when We receive Your Order. You may be able to access more information in the Online Portal.
5.2 Our Charges are based on the Services that You select in Your Order and the applicable tariffs. We have used Our own data, national databases and recommended prices from Licensed Suppliers in order to generate a quote. Unless You are on a Fixed Price Package, Your quote is created by using unique data sets to predict the costs over a 12-month period from the Contract Start Date. Our Charges are subject to change based on actual bills We receive during the Contract period, the prices at which the Licensed Supplier provides the Services, and Your individual usage.
5.3 Our Charges may be billed to You on and payable from the Start Date. The provision of the Services may not start immediately and the Start Date can vary depending on the Services that You select in Your Order.
5.4 For Energy and Water, We may round calculations to 4 significant figures to present the Charges clearly. For example, unit prices may be round to the nearest 0.01p and monthly amounts may be rounded to the nearest penny.
5.5 Charges for Energy are based on:
5.5.1 a daily standing charge which is a fixed amount;
5.5.2 a single unit rate charge, which is a charge for each unit used under Your agreed tariff;
5.5.3 if You are on a Fixed Rate Tariff, the rate(s) will be the one(s) that applied on the date You signed up;
5.5.4 if You are on a Time of Use Tariff or a Variable Rate Tariff, the rate(s) will be the one(s) that applied at the time Energy was consumed.
5.5.5 if You have an Economy 7 Meter or equivalent type of Meter, Your electricity will be charged at two rates – a higher day rate, and a cheaper night rate. This night rate will typically apply for a period of 7 hours at any time between 8pm and 8am. The actual times that Your night rate applies will depend on where You live. They are coded into Your Meter and should also be written there for You to see; and
5.5.6 if You live in a development provided by an Energy Distributor, there may be incremental charges. Depending on Your area, these can include both a fixed amount and unit charge, and We may include these in the Charges for payment as shown through Your Statement for payment as a part of Your supply.
5.6 We can also charge You for reasonable costs that are not included in Our tariffs under certain circumstances. We will tell You how much such Charges are at the time and will provide a breakdown of the costs if You ask Us for one. These can include costs arising from the following:
5.6.1 visiting Your property and stopping, disconnecting, or reconnecting any of the Services if You ask Us to do it (for example if You want to move Your Meter or need to disconnect it temporarily), including (but not limited to) repairing damage caused to the Meter or recovering the costs for Meter disposal or replacement.
5.6.2 inspecting, testing, replacing or working on Your Meter if You ask Us to but there is no problem with it;
5.6.3 replacing payment cards or keys if You have a Traditional Prepayment Meter;
5.6.4 Charges We are required to pass on to Our customers (including You) by law or regulation or a regulatory authority (such as Ofgem);
5.6.5 any reasonable costs We incur (including administration costs) because You failed to comply with these terms & conditions.
5.7 Any VAT that is applicable to Charges or any other fees will also be payable (in addition) at the applicable rate. If the rate of VAT changes between the date of Your Order and the Start Date for any Services or any other time at which the Services are supplied, We may adjust the rate of VAT that You will pay (unless You have already paid in full before the change in VAT rate comes into effect).
5.8 Number of Meters in the Property. If You have multiple Meters at the Property, You will be liable to pay for all of the Meters.
5.9 Charges for Broadband consist of the cost of activating Your Broadband, the line rental for Your Broadband (which is paid monthly in advance regardless of Your usage), and the cost of Your Router (if this is not returned at the end of Your Contract). Additional fees may apply, including an installation fee (as outlined below) and a disconnection fee of £30.00 and any costs incurred in ending Your Broadband service which may be charged by the Licensed Supplier. Broadband fees depend on the type of Broadband installed and the relevant provider. Indicative fees are:
| Provider | Install Fee | Termination Fee | Early termination fee |
| Vodafone | £60 | £50 | Remainder of contract + Termination fee |
| Virgin | £0 | £0 | Remainder of contract |
| BT | £80 | £50 | Remainder of contract + Termination fee |
These fees may change from time to time (for example, where the Licensed Supplier updates their tariffs or charges) and You may have to pay the current fee which applies at the time of installation or termination (as applicable).
5.10 You can cancel Broadband at any time by giving Us 30 days’ notice.
5.11 You may incur a charge if Your Router is not returned at the end of Your Contract or if it is damaged through improper use or lack of proper care. Any equipment supplied to You as part of a broadband package (including Routers) may be subject to the terms and conditions of the Licensed Supplier. Indicative Router fees are:
| Broadband Provider | Product | New/ Non-returned Router fee |
| Vodafone | All Speeds | £100 |
| Virgin | All Speeds | £0 |
| BT | All Speeds | £100 |
These fees may change from time to time (for example, where the Licensed Supplier updates their tariffs or charges) and You may have to pay the current fee which applies at the time of returning the Router.
5.12 If We need to send an engineer to the Property to install Your Broadband or to fix a fault but the engineer does not accept responsibility for the cause of the fault, or if Your confirmed appointment is missed, then We may charge You for the engineer’s visit at a flat rate of £150 (which will be added to Your account).
5.13 Charges for Water will be set by the local Licensed Supplier of Water to the Property which We will pass onto You with a daily administration fee of up to 40p a day. Your actual Water usage will be reconciled when We have obtained readings or based on the bills that We receive from Your Water supplier. We are not responsible for the type of Water billing at the Property, whether the bills are calculated using a Meter or rateable value. Administration fees may apply, but some customers may not be subject to them if there are promotional offers and it can depend on what Services that You include in Your Order.
5.14 The Bunch is a platform for managing and consolidating all the Services. We charge £10 per month based on the number of bill payers at the Property if We are managing more than one Service for the Property. We sometimes offer promotional offers where no subscription fees are charged based on the number and type of Services selected in Your Order.
6. Payments
6.1 You remain responsible for paying for the Services until Your Contract with Us ends, including any Charges or debts that remain outstanding at the end of Your Contract which are not accepted by Your new supplier. If Your new supplier does not accept any outstanding Charges or debts, You will remain liable to Us for them and You must settle Your account.
6.2 The default Payment Method will be a continuous payment authority to a designated debit card unless stated otherwise at the point of sign-up, and You are responsible for ensuring that all Charges are paid in full on the due date.
If You are struggling to pay, please contact Us. We will take reasonable steps to help arrange a payment plan before taking enforcement action.
We may install a Smart Meter (which We can switch into prepayment mode) or switch Your existing Smart Meter into prepayment mode. If the Payment Method is a continuous payment authority:
6.2.1 You give Us permission to take the relevant sums from Your debit card on a recurring basis to pay the Charges which may be shown in the Statement. This will be Your standing authority, which may renew with Your Contract (including at the end of any fixed term). If Your card details change or need to be updated (for example, where the card has expired), You need to let Us know as soon as possible. You should always keep Your debit card active and valid and keep the account in credit. We will track and carry the balance forward to the next month’s payment.
6.2.2 We set Your monthly payment amount based on the volume of Services that We think You will use across a year. Your account balance will be considered within the payment. The balance will be spread over twelve months unless We have agreed otherwise with You.
6.2.3 We aim to review Your payment amount every three months and can offer to reduce Your payment if it is too high based on actual usage or We will increase Your payment amount if it is too low to help You avoid building up debt.
6.2.4 if We notice that Your payments are too low and You are likely to go into debt, We will use Our reasonable endeavours to give You at least 14 days’ notice to try and change Your behaviour to lower Your bills or plan Your finances for an increased payment. If an increase is going to happen after the 14 days’ notice, We will use Our reasonable endeavours to notify You at least 5 Working Days before a different payment amount is due to come out of Your account.
6.2.5 If Your continuous payment authority fails due to insufficient funds available on Your Payment Method, We will let You know and will automatically try again later over the next 14 Working Days.
6.2.6 If the amount payable is the subject of a genuine dispute, the undisputed portion should be paid on Your usual payment date (and We may take that portion from the Payment Method). Any disputed amount should be paid within 7 Working Days of the dispute being resolved. You are not permitted to set off or withhold any amounts on the monthly payment amount unless We have issued a credit note.
6.2.7 We may refuse to process any transaction which We reasonably believe may be fraudulent or otherwise illegal.
6.3 Refunds and overpayments. Any refunds or adjustments will be processed according to the relevant Bunch Policy. If an overpayment happens, the excess amount will either be refunded to You or credited to Your account, depending on Your preference and any outstanding obligations.
6.4 Privacy and data security. Your bank account information and payment details are securely stored and processed in accordance with Our Privacy Policy and applicable laws.
6.5 Contact information. For questions regarding Your payments, please contact Our customer service team at info@the-bunch.co.uk or visit Our Help Centre on the Website.
7. Termination or suspension of Services
7.1 We may terminate or suspend Your access to Services or terminate the Contract (in part or as a whole) immediately in certain circumstances where You break a term of the Contract (including these terms & conditions). Those circumstances include where:
7.1.1 You do not pay Us the Charges or any other fees or costs owed to Us on the date they became due;
7.1.2 the Payment Method that You use to pay the Charges no longer works or You cancel it (for example, where You cancel a continuous payment authority);
7.1.3 You break a term of the Contract or the terms and conditions of a Licensed Supplier in a way that cannot be fixed, or which (if it can be fixed) You do not put right within a reasonable time;
7.1.4 We are unable to continue providing the Services (or part of them) any more, or where We have suspended a related Service;
7.1.5 We have reasonable suspicion of fraud or any illegal activity relating to Your account or the Property;
7.1.6 Your usage of the Services is significantly different to what We would expect from the average customer (for example, the volume of Energy that You are using is unusually excessive); or
7.1.7 You are using the Services (or part of them) for any business, trade, or profession or for any commercial or industrial purposes.
On termination of Services or the Contract, any outstanding balance on Your account will be due immediately.
7.2 If You do not pay make payments on time, We may:
7.2.1 require You to bring Your account into good order and We may change Your continuous payment authority so it collects the full monthly bill plus any debt owed, rather than a fixed amount.
7.2.2 change the amount of Your payment amount to recover the sum due to Us;
7.2.3 replace Your existing Meter with a Smart Meter;
7.2.4 offer You a payment plan according to Your circumstances;
7.2.5 charge You reasonable costs for the missed payments;
7.2.6 take such steps as are necessary to recover the sums due to Us, which may include engaging a debt collection agency to collect the outstanding sums from You or legal action;
7.2.7 provide information about Your non-payment to relevant third parties, including Our suppliers or agents (who may collect debts on Our behalf) or credit reference agencies, and We may pursue a county court judgement against You which may impact Your ability to get credit in the future;
7.2.8 recover from You all reasonable costs incurred by Us (or Our agents) in pursuing Your non-payment, including bank charges due to cancelled or failed payments and the cost of visiting You or the Property (including through a debt collection agency);
7.2.9 charge interest at the rate of 4% above the Bank of England base rate at the relevant time on all outstanding Charges from the date the Charges first became overdue until the date You make payment of such Charges;
7.2.10 disconnect or suspend the provision of any of the Services in accordance with clause 7.1 or clause 14. If You are having difficulty in paying Your bill, please let Us know as soon as possible and We will work with You to help make Your payments more manageable.
7.3 If You have missed a payment and have not paid to relevant amount due to Us within 7 days, We may charge You a £20 missed payment fee. We will only ever charge one missed payment fee per invoice (capped at one per month). If You are struggling to pay due to financial difficulties, please get in touch so We can support You.
7.4 If You do not pay make payments on time, Your Licensed Supplier may also take action which affects You and cost You additional fees. This might include getting a warrant to enter Your Property and installing a Smart Meter (which can be switched to or operated in prepayment mode). If Your Property or Meter is switched to prepayment or a prepayment Meter is installed (for example, by remote switching or by warrant):
7.4.1 You must clear all outstanding balances and set up a monthly payment for Your account to be switched back to credit settings;
7.4.2 We may also require a credit check before switching back;
7.4.3 if Your credit history is poor or if there are other reasonable grounds to believe that You may struggle to pay for usage of the Services on time, You may be rejected for standard credit billing and prepayment may be required.
7.5 We may stop providing a Service to You or end the Contract by giving You 30 days’ notice.
8. Your rights of cancellation
8.1 When You sign up to Our Services, You have a legal right to cancel within 14 days of placing Your Order. This is known as the “cooling-off period”.
8.2 If You ask Us to begin Services during the cooling-off period and then request to cancel, You will be charged for Services provided before cancellation.
8.3 You can cancel Your Contract by giving Us advance notice so long as You are up to date with payments to Us of all Charges. You may be able to cancel certain Services immediately. If You cancel while within Contract after the relevant Services have gone live:
8.3.1 You must pay for any Services provided up to the date when the Services end;
8.3.2 if the cooling-off period has ended, You are responsible for any cancellation fees associated with the Services. We may add cancellation fees to Your account or charge them to Your Payment Method.
8.4 Cancellation fees if You are in Contract:
| Service | Cancellation Fee Details |
| Electricity | The exit fee is set by Your energy provider and unique to the Energy tariff that You signed up to. Exit fees are displayed on the sign-up tool and either in Your online portal or confirmation email, or available on request from Your supplier. |
| Gas | The exit fee is set by Your energy provider and unique to the Energy Tariff that You signed up to. Exit Fees are displayed on the sign-up tool and either in Your online portal or confirmation email, or available on request from Your supplier. |
| Broadband | All remaining broadband contract fees, including any early termination, remaining months of supply, disconnection or equipment charges will be determined by Your broadband provider. Details of possible charges for Routers which are not returned are included in clause 5 of these terms & conditions (above). |
| TV Licence | Charged until the end of the current quarter (We pay TV licenses quarterly). For example, if You cancel anytime within January and March, You will pay up to end of March. |
| Water | £25 cancellation fee (for Us liaising with the supplier and reconciling bills). |
| Management Fee | The remaining management fees in Your current fixed term Contract. For example, if You cancel 7 months into a fixed 12-month contract, You will pay the remaining 5 months’ Management Fee for the fixed term. |
| Promotions | All promotions that You benefit from will be cancelled immediately on cancellation, and the full standard rate applied retrospectively for the Contract duration. |
8.5 If Your tenancy agreement ends for any reason or You have been removed from the tenancy agreement or sold Your Property, You must notify Us within 30 days in advance.
You will no longer be liable to pay Our Charges from the date You are officially removed from the tenancy agreement if:
8.5.1 You provide evidence of the tenancy/ownership change (e.g., updated agreement or completion statement);
8.5.2 Another tenant remains and continues the Services; or
8.5.3 A new tenant takes over Your responsibilities under a new contract.
If You do not notify Us within 30 days, You may remain liable for Charges until We are informed.
9. Changing the Contract
9.1 We can always change these terms & conditions or a Service where We need to reflect changes into any laws or other rules that We are obliged to follow (for example, where there is a change in the Energy, Water or Broadband industry), or to make technical or minor adjustments or improvements.
9.2 We will inform You of any changes to these terms & conditions and the latest copy of them will be available on Our Website.
9.3 We will not change the unit rate prices or standing charges applicable to Your Contract while You are on a Fixed Rate Tariff.
9.4 If We are making changes to these terms & conditions (or to a Service) that are not to Your advantage:
9.4.1 We will give You 30 days’ notice;
9.4.2 You can switch supplier or cancel without penalty.
This clause does not apply to Fixed Rate Tariffs ending naturally, or changes to Payment Methods or reconciliation amounts. It also does not apply to one-off charges, fees, or costs or to updates to Bunch Policies.
10. Energy Contracts
10.1 If You pay for Energy through Us, the Licensed Supplier will have terms & conditions which apply to the Energy that You receive. You are bound by the end-user terms and conditions of Your specific Energy supplier(s).
10.2 If You are on Our Fixed Price Package, You warrant and confirm (on an ongoing basis) that:
10.2.1 The Services will not be used for non-domestic, commercial, industrial, or illegal purposes.
10.2.2 You are not reselling any of the Services.
10.3 You warrant and confirm (on an ongoing basis) that:
10.3.1 You have declared to Us the correct number of bedrooms within the Property.
10.3.2 You have notified Us of any high-consumption items (for example, hot tubs or swimming pools).
10.4 If We reasonably believe that any of the information that You have confirmed to Us is inaccurate, untrue, or misleading:
10.4.1 We may switch You to a different tariff (Fixed or Variable).
10.4.2 We may ask You to reduce Your usage. If You do not do so within a reasonable period of time, We may terminate the Contract immediately.
11. Moving house
11.1 If You move and ask Us to continue Services at the new Property, We will cancel the existing Contract and start a new one without a cancellation fee.
11.2 If You move and do not want Us to continue Services, We will cancel Your Contract within 2 Working Days of the date that You move (if You tell Us) or the date that a new person moves in (if they tell Us).
11.3 If You move and do not tell Us, We may end Your Contract immediately on the date the new occupier engages a new supply of any similar services or We become aware that a new supplier is taking over the supply.
11.4 You must tell Us within 28 days of moving out so We can finalise Charges. If We do not have all the necessary information available (for example, if no final Meter reading has been submitted), We may have to prepare a final bill based on estimated usage.
12. Broadband
12.1 If You pay for Broadband through Us, the Licensed Supplier will have terms & conditions which apply to the Broadband that You receive. You are bound by the end-user terms & conditions of Your specific Broadband supplier.
12.2 Installation may require drilling or external works. You must have permission (e.g., from a landlord) to allow these works at the Property and You will need to let Us (or Our contractors) access the Property if necessary.
12.3 We use third-party couriers to deliver Your Router and other equipment. Delivery times depend on the Broadband provider.
12.4 Licensed Suppliers may raise prices annually in line with or above inflation (e.g., the Consumer Price Index), which is outside of Our control. That may affect the Charges that You pay for Broadband. When this happens, We will provide at least 14 days’ notice.
13. Water
13.1 We act as a billing agent for water and sewage Licensed Suppliers. We will identify Your Licensed Supplier, open accounts, and manage reconciliation for an administration fee.
13.2 You are responsible for all Water charges billed by the Licensed Supplier during Your Contract.
13.3 You are liable for leaks and usage. You must tell Us immediately if You suspect a leak.
13.4 You may only use the Water that You buy through Us for domestic household and personal use. You must not use the Water that You buy through Us for trade, industrial or commercial purposes. You must not re-sell Water services under any circumstances.
13.5 You warrant and confirm to Us (on an ongoing basis) that You have declared to Us the correct number of bedrooms at the Property and that You have notified Us of any high-consumption water items (for example, hot tubs or swimming pools).
13.6 If You have fixed price Water (usually as part of a Fixed Price Package), the quoted price does not change based on usage.
14. Disconnection
14.1 We can suspend or disconnect the provision of any of the Services by following the relevant processes if:
14.1.1 You have not paid Your bill for the Service(s) on time;
14.1.2 You break an important term of the Contract;
14.1.3 We have reason to believe Your Meters may have been damaged or tampered with; and/or
14.1.4 We are required to do so by any law, code or agreement.
14.2 If We disconnect the provision of the Service, You are required to pay:
14.2.1 Our reasonable costs to disconnect the provision; and
14.2.2 Our reasonable costs to reconnect the provision.
14.3 We will take all reasonable steps not to disconnect Your supply during winter (October to March) if You are on a Priority Services Register (with a Licensed Supplier or with Us) or if We are aware that anyone in the Property is of pensionable age, disabled or chronically ill. The Priority Services Register is a free, voluntary system used to identify and support vulnerable customers.
15. Resolving concerns and disputes
15.1 If there is a problem with the Services that You receive, You can find helpful information on the Support pages in the Help Centre on the Website. If You would like to speak to Us, please contact Our customer care term. You can email Us at: info@the-bunch.co.uk
15.2 If You need independent advice at any time, You can contact Citizens Advice by phone on 03454 040506 or visit their website at www.citizensadvice.org.uk
The Citizens Advice service is free, independent and confidential.
15.3 If You submit a complaint to Us, We will follow Bunch Policies to consider and address Your complaint. When You submit a formal complaint to Us, We will do everything in Our power to resolve the issue.
15.4 You may need to contact the Licensed Supplier of the Service about problems with specific Services. This applies (for example) where We are not in control of the supply of Energy, Water, or Broadband to You. Where You have a complaint about the supply of the Services by a Licensed Supplier, it will be logged against the Licensed Supplier. As a management service, Bunch cannot take responsibility for the supply of utilities (including Energy, Water, and Broadband) which is controlled by the Licensed Supplier
15.5 If We cannot find a mutually acceptable solution, We will write to You to explain Our position and Our best offer.
15.5.1 If You do not accept Our offer, or if the issue remains unresolved after 8 weeks, We will introduce You to the Licensed Supplier of Your Services so You can escalate the matter to the relevant Ombudsman or Regulator.
For Energy: www.ombudsman-services.org/energy.html
Or write to: Ombudsman Service: Energy, PO Box 966, Warrington, WA4 9DF
For Water: www.ofwat.gov.uk/contact-us
For Broadband: www.ofcom.org.uk/make-a-complaint/get-in-touch/
15.5.2 The Ombudsman (or Regulator) will review of Your concerns and the actions taken to try to reach a resolution of Your complaint. This is a free and independent service offered by the Ombudsman (or Regulator).
15.5.3 A decision of an Ombudsman or a Regulator will normally be binding for the Licensed Supplier, but not for You.
15.6 These terms & conditions and Your Contract are always governed by the laws of England and Wales. If We are unable to resolve Your concerns, You can pursue legal proceedings against Us in the courts of England and Wales. We can start legal proceedings in the courts of any country, including the country that You live in. If the relevant Property that You live in is in Scotland, You can also start legal proceedings in the courts of Scotland.
16. Your information
16.1 We will use any personal data that You provide to Us in accordance with Our Privacy Policy, which is available on Our Website. Nothing in these terms & conditions affects Your rights under applicable data protection laws. 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 bills. When We run this check, the credit reference agency will record the fact that a check was made (even if You do not become a customer of The Bunch).
16.2 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.
16.4 If You tell Us, or We believe that You or another member of Your household are in need of extra care, please let Us know. You may need to register with the Licensed Supplier of Energy if You are eligible. We will record the information that You give Us and store it on Our own Priority Services Register (or similar) to ensure You get the service You need. The extra care might be because of Your age, health, disability or financial circumstances, or it could be because You are vulnerable for another reason (eligibility criteria apply). This is in line with the ‘safety net procedures’ established by Ofgem. More details can be found in the Bunch Policies.
16.5 We will always process personal data fairly and lawfully in accordance with Your rights. This means that We will not process Your personal data unless We have a lawful basis to do so. This could be where You have consented to this happening or where We need to process Your personal data for the performance of this Contract, for Our legitimate interests (such as delivering and managing the Services, or compliance with legal obligations.
16.6 It may be necessary to share Your data with third parties, including any partner if You are served under a white label supply arrangement, in order to process Your data and comply with industry obligations. Some personal data may be processed outside the UK or EEA. Where this occurs, We ensure appropriate safeguards are in place in line with applicable data protection laws (such as the UK GDPR), which may include standard contractual clauses or adequacy decisions.
16.7 We will ensure that any personal data We process is accurate, adequate, relevant and not excessive in relation to the purpose for which it was obtained. We will not process personal data obtained for one purpose for any unconnected purpose unless You have agreed to this or would otherwise reasonably expect this. You may also ask that We correct inaccurate personal data relating to You. We will not retain Your data longer than necessary for the purpose it was collected. Retention periods vary depending on the nature of the data and any legal obligations.
16.8 Where We use automated tools (e.g., for estimating bills or setting payment amounts), We will ensure that no legally binding decisions are made without human oversight. You have the right to request a human review of any such decision.
17. Our liability
17.1 We will not be liable to You for:
17.1.1 any loss due to circumstances beyond Our control (a force majeure event);
17.1.2 any loss which is indirect, consequential, economic or financial (including loss of profit, revenue, goodwill, business, contractor wasted expenses);
17.1.3 any loss which was not or could not have been reasonably foreseen because (for example) nothing that You told Us in the Order process meant that We should have expected it might happen (even if We, Our employees, subcontractors or agents did not follow this Contract); or
17.1.4 any loss which could have been avoided by You taking reasonable action (including following any reasonable instructions from Us or a Licensed Supplier).
17.2 If You suffer any losses, Our responsibility to You will be limited to a maximum of £2,500 in any calendar year.
17.3 We do not limit or exclude liability for death or personal injury caused by Our negligent acts or omissions.
17.4 Nothing in this Contract limits Your statutory rights as a consumer.
18. General terms
18.1 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 at any time (without Your consent), but this will not affect Your rights under the Contract.
18.2 You may not transfer the Contract or any of Your rights under it without first obtaining Our written consent. We may not agree to this and it is subject to Our decision-making process.
18.3 The Contract is between You and Us only, subject to a permitted transfer of rights or obligations in accordance with these terms & conditions. No third party can enforce any term of the Contract and no consent or approval from any third party is required to make any changes to this Contract or to terminate it.
18.4 If We do nothing (or delay taking action) when You break a term of the Contract (including these terms & conditions), We will still be entitled to take action to enforce the Contract later, whether that action relates to the same breach of Contract or a related breach or series of breaches. For example, if We do not immediately chase You for a payment, We can still do so at a later time.
18.5 Notices to You under this Contract will be: sent by post, delivered by hand to the billing address, or 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 reasonable evidence that You did not receive it. You are responsible for ensuring Your contact details (including email address) remain accurate and up to date in the Online Portal.
18.6 Notices that You want to send to Us under the Contract must be sent by post to Bunch, Impact Working, Spectrum, Bond Street, Bristol, England BS1 3LG.
18.7 If any part or parts of these terms & conditions or the Contract are declared invalid or unlawful by a court or is void or unenforceable, the rest of the Contract will still continue to apply.