1.1 This service changes when your hot water cylinder uses electricity. While your energy rates will not change, participating may affect your total electricity costs. Please note that we cannot guarantee any savings on your energy bill.
2. How Your Hot Water is Controlled
2.1 You can select a level of control for your hot water cylinder. We will then control your cylinder for specific periods based on your selection.
2.2 We or the network may also control your hot water cylinder during periods of high demand or when there is a risk of a power outage. This may be in addition to the control level you have selected. We will work to minimise any negative impact on you.
2.3 You can update your level of control at any time. We will respond to your change within 24 hours.
3. Reliability and Risk
3.1 The service relies on a working smart meter and wireless communication technologies that may experience issues. This could cause the service to not work due to communication issues with your smart meter.
3.2 By participating in this service, you accept the risk that your cylinder may not heat your water sufficiently. If you notice that your water is not adequately heated, please contact us immediately. We will take reasonable steps to resolve the problem as quickly as possible.
3.3 If you expect a significant change in your hot water use, you can adjust your control level yourself through the 'Hot Water Control' page under 'My Account' on the Octopus Energy website (if supported by your smart meter). Otherwise, please contact us.
4. Data Collection
4.1 We will collect data about your hot water usage, the technical characteristics of your cylinder (e.g., model, size, and power consumption), your operating preferences, and any actions you take. We will use this data to refine our service and may share it as part of aggregated, anonymised insights.
5. Liability
5.1 Octopus is not liable for any wear and tear on your hot water cylinder. Our liability to you is limited as set out in our General Terms and Conditions.
6. Changes or Termination of Service
6.1 You can stop participating at any time by changing your level of control to 'off'.
6.2 We may decide to change or stop providing this service at any time. We will notify you of our intent to stop or change the service as soon as it's practical.
