Contents
- Introduction
- Our Intelligent Charging Service
- Your Subscription to the Intelligent Charging Service
- How do you access and use the Intelligent Charging Service?
- Our obligations to you
- Support and contacting us
- Your right to cancel or end the contract
- Our right to end the contract
- General Terms
1. Introduction
Hello – and welcome to e:PROGRESS
We hope that you’re enjoying your Honda EV. You’ve requested to receive our Intelligent Charging Service (as we define it below). This document forms the terms and conditions on which we supply our Intelligent Charging Service. Please read it carefully as it will tell you everything you need to know about the terms on which we will deal with each other. If you use our Intelligent Charging Service you are deemed to accept these terms and conditions.
The protection of your personal information is important to us. We respect your privacy and want you to understand what we do with the information we hold about you. We recommend that you read the e:PROGRESS Privacy Notice to understand how we collect and use your personal data and your data protection rights. Please note that our Privacy Notice does not form part of your contract with us.
If you have any questions about how we process your personal data or if you have any requests or complaints relating to our use of your personal data, you can contact us by writing to e:PROGRESS Customer Support, Lunar Energy, Unit 1 Fashion Street, E1 6PX, or by emailing us at support@honda-eprogress.co.uk.
Information about us and contact details
We, us or our means Lunar Energy Limited. e:PROGRESS is a service operated by Lunar Energy Limited in association with Honda Motor Europe Limited.
Please contact us if you have any questions or complaints about any product or service. You can do that by email at support@honda-eprogress.co.uk or by calling our customer service team on 0330 223 5339. We are open Monday to Friday 9.30am – 6pm, excluding bank holidays.
Complaints
If you have any questions or complaints, please contact us using the details above. We will do our best to resolve the issue as soon as possible and if we need any further information or if we need more time for investigation, we will let you know and will keep you updated. If we’re unable to resolve your complaint, we’ll write to tell you and will provide you with any other relevant information.
2. Our Intelligent Charging Service
What is the Intelligent Charging Service?
When we talk about our Intelligent Charging Service, we’re referring to the process by which we enable you to optimise your energy consumption when charging your Honda EV using your at-home charging device, as installed by British Gas, in conjunction with a variable rate energy tariff.
Smart charging works when your Honda EV is connected to your recently installed charging device, and the power provided to your Honda EV is controlled by your charging device. Our intelligent charging allows you to specify your preferred charging parameters (e.g. time of day) via the e:PROGRESS Application (the App) and our intelligent software then manages the charging of your Honda EV to best reduce the cost of charging your vehicle.
You acknowledge that the savings advertised on our website are the average savings made by a customer when your Honda EV is plugged in at your home address.
What are the requirements for the Intelligent Charging Service?
In order for us to provide the Intelligent Charging Service, you will need to have a Honda EV vehicle, a compatible energy supply tariff, and a compatible charge point as well as access to the My Honda + and e:PROGRESS apps. You can read more about these requirements on the e:PROGRESS website.
What’s involved in our Intelligent Charging Service?
Our Intelligent Charging Service consists of the following components:
Data connectivity
Installed in your electric vehicle charger is a SIM card which enables a connection to be established between the charge point and the charging operator. The cost of transferring the data that is used to communicate between the charge point and the charging operator in order to provide the optimisation is included in your subscription.
Mobile application
By subscribing to our Intelligent Charging Service, you will have access to the App, which is available to download on iOS and Android devices. We recommend that you read the Mobile Application User Terms and Conditions and Privacy Notice in advance of using the App.
The App allows you to input information about your schedule and preferences which will be used to generate an optimised charging plan for your electric vehicle. If you need your electric vehicle charged for a certain time, you can use the App in order to override the existing user preferences.
Support
As part of your subscription to our Intelligent Charging Service, you will have access to our helpdesk for support in relation to the Intelligent Charging Service. If you need support, you can contact us using the details set out in Section 6 below.
Maintenance
Your charging device will be periodically updated to the latest firmware released by the manufacturer of the charging device. We are not responsible for the physical maintenance or installation of your charging device.
Optimisation
Our Intelligent Charging Service will help you optimise your charging behaviour based on your tariff and schedule. By subscribing to our Intelligent Charging Service you will be able to charge your electric vehicle using the lowest priced electricity available in that time on your tariff. For more information on optimisation please visit www.honda-eprogress.co.uk.
Your charging behaviour will be optimised based on your tariff and schedule (that you will need to enter into the App) – our software will determine the optimal time to charge your electric vehicle based on these factors.
The charging device will then deliver energy to the electric vehicle at the optimal times to charge, at the optimal rate, depending on the preferences you selected.
To enable optimisation, you will need to provide your MPAN number to us so that we can link each customer with their respective tariff code.
Our Intelligent Charging Services does not include the installation and maintenance of your charge point as this is covered separately by your charge point installer, British Gas or the installation of a smart meter and switch to an alternative tariff, as this is covered by your tariff provider, Octopus Energy.
3. Your subscription to the Intelligent Charging Service
Annual Subscription Fee
The cost of our Intelligent Charging Service (which includes VAT) will be the price indicated on the signup page when you subscribe to the Intelligent Charging Service or will be communicated to you by us (the Annual Subscription Fee). All prices quoted are in Pounds Sterling and may be subject to change (for example, if the rate of VAT changes, we will update the Annual Subscription Fee to reflect any increase or decrease). We will always let you know in advance of any changes in our fees and will give you the opportunity to decide whether you want to continue using our Intelligent Charging Service.
Subscription to our Intelligent Charging Service will be free of charge for the initial 12 months from signup (the First Year) and you will then be charged the Annual Subscription Fee for a period of 12 months following the First Year. Payment will be taken at the start of each 12 month period and, unless cancelled in accordance with Section 7 or Section 8, your subscription will automatically renew for successive periods of 12 months, (the Renewal Period). You will receive a notification at least 15 days before the end of the First Year and each subsequent Renewal Period letting you know that your subscription will renew. By subscribing to our Intelligent Charging Service you are agreeing to pay the recurring Annual Subscription Fee for the Renewal Period until cancelled by you (see Section 7) or by us (see Section 8). You can re-subscribe at any time within 6 months following your cancellation, but we reserve the right not to permit re-subscription where we have previously elected to terminate a subscription by you. If your services have been disabled for a period of greater than six (6) months, there may be a cost associated with re-enabling them. If payment is unsuccessful in relation to any Renewal Period, we or our payment provider will inform you that payment has not been made. We will attempt to take payment up to four times in three weeks, after which if payment has still not been successful your subscription will be cancelled and you will no longer be entitled to use our Intelligent Charging Service.
What is included in the Annual Subscription Fee?
The Annual Subscription Fee covers all elements of our Intelligent Charging Service including data connectivity, support and maintenance.
Payment method
We accept all major debit and credit cards including Visa, Mastercard, Maestro, Carte Bleue and American Express payment cards.
Contract formation
After completing the subscription form you will receive an acknowledgment email from enquiries@honda-eprogress.co.uk, including a link to download the App, instructions for registration and your unique Charger ID that you will need to complete their registration. The contract between us will only be formed when we send you this email.
By providing a debit card or other payment method accepted by us, you represent and warrant that you are authorised to use the designated payment method and that you authorise us (or our third-party payment processor) to charge your payment method for the subscription price (including any applicable taxes and other charges). If the payment method you provide cannot be verified, is invalid or is otherwise not acceptable, your subscription may be suspended or cancelled. You must resolve any problem we encounter in order to proceed with your subscription.
4. How do you access and use the Intelligent Charging Service?
When you subscribe to our Intelligent Charging Service you will need to download the App and have an existing user account with the My Honda+ app. The login details for your [My Honda+] user account will be used to log into the Honda e:PROGRESS App.
You must keep your Account login details confidential. You are responsible for all activities that occur under your Account.
All information you input into your Account or the App including any schedule information must be accurate at all times – the optimisation aspect of our Intelligent Charging Service relies on the data you input and so we cannot be responsible for any variation in the Intelligent Charging Service based on incorrect data.
You can create charge schedules based on your daily routine and monitor the charging of your electric vehicle. Please be aware that the App may automatically update a charge profile if it determines that the charge schedule you have chosen is not achievable within the given timeframe. Cost based charging schedules will only apply when you are using a time-of-use electricity tariff at the charging point.
5. Our obligations to you
Our performance of the Intelligent Charging Service.
We will perform the Intelligent Charging Service with reasonable care and skill and in accordance with these terms. We will provide the Intelligent Charging Service to you until your subscription expires or you end the contract as described in Section 7 or we end the contract by written notice to you as described in Section 8.
Small changes to our Intelligent Charging Service.
We may make small changes to the Intelligent Charging Service to reflect changes in relevant laws and regulated requirements but where we do this, these changes will not affect the overall performance of the Intelligent Charging Service. We may also make changes to the Intelligent Charging Service to implement minor technical adjustments and improvements, e.g. to improve the level of information made available to you.
More significant changes to our Intelligent Charging Service.
If we make more significant changes to our Intelligent Charging Service, we will tell you about the change(s) and the impact on the provision of the Intelligent Charging Service. You may at this point contact us to end the contract before the changes take effect. If you have already paid your subscription fee for the relevant period in which your contract ends, we will refund to you a pro-rated portion of the subscription fee for unused Intelligent Charging Service.
We are not responsible for delays or faults outside our control.
The provision of the Intelligent Charging Service to you relies on a number of things as set out in detail in Section 2 above. If our supply of the Intelligent Charging Service is affected by an event outside our control, we will take steps necessary to minimise the impact. Provided we do this, we will not be liable to you for any impact caused by the event.
6. Support and contacting us
If you experience problems subscribing to the Intelligent Charging Service, using our website or the Intelligent Charging Service or if you have a complaint about the Intelligent Charging Service, you can get in touch in the following ways – which are all included as part of your subscription:
- emailing our support team at support@honda-eprogress.co.uk
- calling our customer service team on 0330 223 5339. We are open Monday to Friday 9.30am – 6pm, excluding bank holidays.
7. Your right to cancel or to end the contract
You may cancel your subscription to our Intelligent Charging Service up to 14 days after the day on which you entered into the contract with us – this is your ‘cooling off period’. If you cancel your order during the cooling off period, we will promptly refund all payments you have made.
After 14 day period
You can always end your contract with us. Your rights will depend on whether there is anything wrong with the Intelligent Charging Service, how we are performing and when you decide to end the contract:
- if the Intelligent Charging Service is faulty or mis-described you may have a legal right to end the contract, see the section below on ‘Ending the contract because of something we have done or are going to do’;
- if you want to end the contract because of something we have done or have told you we are going to do, see the section below on ‘Ending the contract because of something we have done or are going to do’;
- in all other cases (if we are not at fault and there is no right to change your mind), see the section below on ‘Ending the contract where we are not at fault and there is no right to change your mind’.
Ending the contract because of something we have done or are going to do.
If you decide to end the contract for a reason set out below, the contract will end immediately and we will refund you in full for the Intelligent Charging Service for which you have paid but which have not been provided and you may also be entitled to compensation. The reasons are:
- we have told you about an upcoming change to the Intelligent Charging Service or these terms which you do not agree to;
- we have told you about an error in the price or description of the Intelligent Charging Service and you do not wish to proceed;
- there is a risk that the supply of the Intelligent Charging Service may be significantly delayed because of events outside our control;
- we have suspended supply of the Intelligent Charging Service for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of 4 weeks; or
- you have a legal right to end the contract because of something we have done wrong.
Ending the contract where we are not at fault and there is no right to change your mind.
If you decide to end your contract where we are not at fault and there is no right to change your mind, the contract will end immediately and you will not be entitled to a refund.
How to end your contract with us
To cancel your subscription with us, you can use the wording in the cancellation form included below in an email to our customer services team using the details above, to let us know about your cancellation. Your notice of cancellation is confirmed as soon as you send it to us via email. Alternatively, you can also tell us by contacting us using the details in Section 6.
If you are owed a refund, we will refund this to you by the method you used for payment.
8. Our right to end the contract
We may end the contract if you break it.
We may end the contract for the Intelligent Charging Service if:
- you no longer meet the requirements for the Intelligent Charging Service as set out in Section 2, for example, if you no longer have a compatible energy tariff;
- you do not make any successful payment to us when it is due and you still do not make successful payment within 36 days of our first notification sent to remind you that payment is due;
- you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Intelligent Charging Service.
We may withdraw the Intelligent Charging Service.
We may write to you to let you know that we are going to stop providing the Intelligent Charging Service. We will let you know at least [30 days] in advance of our stopping the supply of the Intelligent Charging Service and will refund any sums you have paid in advance for the Intelligent Charging Service which will not be provided.
9. General Terms
Our liability to you
We are responsible for loss or damage that you suffer that is a foreseeable result of our failure to comply with these terms and conditions or our negligence. Loss or damage is foreseeable if it was obvious that it would happen or if we and you both considered that it might happen at the time you placed the order.
We don’t exclude or limit our liability 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;
- fraud or fraudulent misrepresentation;
- breach of your legal rights, e.g. for defective products under the Consumer Rights Act 2015;
- and any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.
We are not responsible for loss or damage that is not foreseeable at the time you entered into a contract with us. We are also not responsible for any costs, loss or damage that you or anyone else suffers as a result of the following:
- any losses you suffer as a result of using our Intelligent Charging Service other than where we are required by law to remain responsible for such losses;
- any loss of data connectivity; upgrades and maintenance;
- a fault or any other issue with your home charge point; a fault or any other issue with the App;
- your use and/or misuse of [the App] or the Intelligent Charging Service, except where this is caused by our negligence; the way charging schedules have been configured;
- charging constraints, adjustments to the application of your charging schedule or adjustments to your charging schedule we make based on electric distribution system requirements;
- an incorrectly set up device used to access the Intelligent Charging Service;
- a fault with your electric vehicle;
- any variations in the pricing of your dynamic energy tariff, energy supply or household consumption of energy or any increase in your energy bills;
- any variation or termination of your energy supply tariff agreement due to your non-payment or other breach of the terms of that agreement. We will not refund any sums you have paid in advance for the supply of the Intelligent Charging Service but you have the right to cancel your contract with us (see the above section ‘Ending the contract where we are not at fault and there is no right to change your mind’).
- a failure in the power supply or electrical distribution when your electric vehicle is charging; or
- third-party products and services that are beyond our control which we rely on to provide part of the Intelligent Charging Service, including installation error or damage caused by installation to physical property (e.g. the wall or electricity supply).
UK only
The Intelligent Charging Service is intended for use only within the United Kingdom (excluding Northern Ireland). We do not warrant that the Intelligent Charging Service complies with the laws, regulations or standards outside the United Kingdom (excluding Northern Ireland).
Personal use only
Our Intelligent Charging Service is for personal and domestic use only. If you use our Intelligent Charging Service for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity or any other losses (whether direct or indirect), including penalties or fines, which you incur because of such use.
Entire agreement
These terms and conditions set out the entire agreement between you and us and supersedes all previous arrangements, understandings or agreements relating to your subscription to our Intelligent Charging Service.
Changes to these terms
If there is a change in law which applies to our Intelligent Charging Services, we may be required to make changes to these terms and conditions. If this is the case, we will let you know in writing via email and will explain the reason for that change to you and the impact of such change. If you do not agree with any such change, you can end your contract with us in accordance with your rights as set out in Section 7.
Events outside our control
We will not be liable for failing to fulfil our responsibilities under these terms and conditions if we are prevented from doing so by something beyond our reasonable control. This includes (but is not limited to) acts of God, flood, drought, earthquake or other natural disaster, epidemic or pandemic, floods, fire, storms, lightning, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not), collapse of buildings, fire explosion or accident. In such circumstances the time for performance shall be extended by a period equivalent to the period during which performance of the obligation has been delayed or failed to be performed. If the period of delay or non-performance continues for 6 weeks, you may terminate these terms and conditions by giving written notice to us and we will return any subscription fees you have paid to us covering the period of delay or non-performance.
Transfer of these terms and conditions
We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. You must not transfer your rights and obligations under these terms and conditions to anyone else without our prior written approval.
Unenforceable terms
If any section of these terms and conditions is found to be void or unenforceable by a court, only that section will be removed, and the rest of the terms and conditions shall continue to apply as if that section were not included.
Delay in enforcing these terms and conditions
If we fail to exercise any right or delay to take steps against you for any breach of these terms and conditions, that will not mean that we have waived our rights against you.
Governing law
These Terms and Conditions are governed by English law. Any dispute or claim arising out of or in connection with these Terms and Conditions or their formation (including non-contractual disputes or claims) will be subject to the jurisdiction of the courts of England and Wales. If you live in Scotland you can bring legal proceedings in respect of our Intelligent Charging Services in either the Scottish or the English courts.