Welcome to the Utility Warehouse

Estate Agent Martyn Russell explains how having all his utility charges on a single bill makes his hectic business life that little bit easier.

Small Print

The Utility Warehouse Discount Club for Business offers savings on a wide range of essential services to business customers. Membership costs £2 per month (included on your monthly bill) and provides a wide range of benefits. All telephony call charges shown are in pence per minute and billed on a 'per second' basis unless otherwise stated. We reserve the right to waive any charges at our sole discretion. All prices are current as at 1 August 2015, and exclude VAT (except for mobile). VAT is applied to the ex-VAT total of all charges for each service and is mathematically rounded to the nearest penny. This document, together with our Terms and Conditions, contains all the terms of the agreement between you and us. In the event of any discrepancy between the pricing on our website and any other published price information, the web pricing will take precedence.

Landline Phone

If we have provided a new line, then our Landline Phone service is subject to a minimum contract term of 12 months; if you wish to cancel your service you must give a minimum of 30 days notice; such notice cannot be given before the end of any applicable minimum contract term. All call charges (unless otherwise stated) are flat rate and apply anytime, any day. Calls to non-UK mobile numbers (other than numbers in North America) will be charged at the appropriate international rate plus a surcharge of up to 30p per minute. Calls to international ISDN data, international premium rate or audiotext numbers may be charged at higher rates than the standard international call charge. Prices for calls to non-geographic, premium rate and other international destinations not shown in this booklet are available on request. Only calls to UK numbers (beginning 01, 02, 03) and UK mobiles (beginning with 07) are included in the call bundles available on this service - the duration of each of these calls is rounded up to the nearest whole minute and deducted from your allowance and any unused inclusive minutes remaining at the end of the month are lost. Occasionally, for technical reasons beyond our control, a call that is made very close to the end of a billing period may be deducted from your inclusive call allowance for the following billing period. All chargeable calls are billed per second, rounded up to the nearest whole penny, and a call set-up fee of 6p is then added. If your line rental service is transferred to us from BT, you will continue to receive any Select Services you had previously chosen, with the exception of 'Customer Controlled Call Barring' which is not available from us. Select Services will be invoiced by us on your monthly bill at a discount of at least 10% to the applicable standard BT retail price for each service. We may not be able to provide line rental service to customers who do not have a BT line. To benefit from 'Free calls to other members', the member being called must also be using a landline phone service being billed by us; the maximum duration of each free call is 75 minutes, after which standard call charges apply; the free calls must be to a standard UK number beginning 01, 02 or 03 connected to our Phone, Internet Phone, Home Phone, Home Internet Phone, or FreeCall service. Free member to member calls are in addition to any Call Bundle calls. In calculating your total call spend for Volume Discount purposes, calls to premium rate numbers (eg. 09XXX), Directory Enquiry services and the Speaking Clock are excluded; in addition, Volume Discounts are not applied to any calls of this type.

Broadband (including Mobile Broadband)

Internet services are subject to a minimum contract term where shown in this booklet. Only one free n-range wireless router will be provided to any fixed line broadband customer. If we agree to replace it under warranty, then you must return the faulty router back to us at your expense; if it develops a fault after the end of the warranty period then you will need to purchase a replacement at your own expense. If we have provided a free router (or premium router upgrade) and your fixed line broadband service is disconnected for any reason within the first 12 months, you must pay £20 towards the cost of the router we provided. An administration fee of £10 is payable when any fixed line broadband service is cancelled or disconnected at any time, in addition to any early termination fees which may be payable and/or any charge relating to a free wireless router (if applicable). Provision of our Broadband service is subject to availability on your local exchange and is not available to customers with cable lines. Actual speed achieved is dependent on line quality and distance from the local exchange. We will provide the fastest speed available for your line. On our Mobile Broadband service (i) early termination fees apply if we have provided a Pocket Wireless Router, calculated in the same way as for mobile handsets supplied by us; the monthly charge for a Pocket Wireless Router is £4. (ii) any data used in excess of your inclusive allowance will be charged at 1.5p per MB within the UK. (iii) any overseas data used will cost from £1.20 per MB dependent on the country in which it is being used, rounded up to the nearest whole MB. Full details are available on our website.

Mobile

If we have supplied you with a handset on any of our price plans it will be subject to a 24 month minimum contract term, and you will have to pay an early termination fee if, before the expiry of the minimum contract term: i) the service is disconnected for any reason; or ii) you ask us to port your number to an alternative provider; or iii) you lose the handset we have provided and wish to terminate the service rather than sourcing an alternative handset to use in its place. Please refer to our Terms and Conditions for details on how early termination fees are calculated. Any mobile handsets supplied may be locked to our network and are subject to credit checking and availability. There is no charge for switching between price plans, although you may only request one price plan change in any consecutive six-monthly period. If we agree to transfer you to a different price plan, then the new price plan will become effective (at your option) on the 1st of the month following the date on which we process your request, or the 1st of the month preceding the date on which we process your request. Except where explicitly stated, charges and inclusive allowances exclude calls made or texts sent to: non-UK numbers; premium rate numbers in the UK (eg. 09xxx); while roaming; to Call Access numbers; or Data Calls. You will not be charged for calls diverted to your voicemail, or to set up or cancel the call divert facility, except while roaming. The duration of each call is rounded up to the nearest whole minute and deducted from any inclusive call allowance or charged at the 'per minute' rate for that type of call, as applicable, then the ex VAT price of each chargeable call is subject to a set-up fee of 5p and rounded up to the nearest whole penny. Any inclusive allowance remaining at the end of a month is lost and does not 'roll over' to the subsequent month; occasionally, for technical reasons beyond our control, a call that is made very close to the end of a billing period may be included in your inclusive calls allowance for the following billing period. International calls are subject to a call set-up charge of 10p. Calls to non-UK mobile numbers are subject to a surcharge of up to 36p per minute on our international landline call charges. Texts sent while roaming are chargeable at international SMS rates. Inclusive free texts only applies to text messages sent while you are within the UK to other UK mobiles and is subject to you not sending text messages to more than 200 different numbers during any calendar month; if you exceed this limit we reserve the right to charge individually for each text you have sent at a price of 4p per text message. While roaming, calls to our '150' customer service number are charged at standard roaming rates for the country you are in. For customers who have selected our Budget Control option, international calls will be charged on your monthly bill; all SIM cards are supplied with an international and roaming call bar for your protection which can be lifted on request, however we reserve the right to require a deposit where you have not yet established a satisfactory payment history with us. Budget Control is not available on BlackBerry handsets. BlackBerry optional data add-on can only be used for the BlackBerry browser and email data accessed directly on approved BlackBerry handsets within the UK; any other data (for example when using your BlackBerry as a laptop modem) will be charged at 5p per MB within the UK. Any data used while roaming will cost from £1.20 per MB dependent on the country in which it is being used, rounded up to the nearest whole MB. Calls to premium-rate (eg. 09xxx) or personal (eg. 070xx) numbers will be charged at the applicable tariff for the type of call made, which will include an uplift on the equivalent BT cost of calls to that service from a landline phone; prices for other calls, premium and international text services and directory enquiry services are available on request. You will be charged for each call on the network that provided the service, even if this was not your intended Communications Provider; to prevent this from happening, you should turn off 'automatic network selection' on your handset and manually select the preferred network - this is particularly important in areas close to national borders (where calls may be charged as if you were roaming) and when travelling outside the UK. A call ends when: i) you end the call on your device; or ii) 16 seconds after your calling device loses signal for any reason (note: we continue to maintain the call in case your device re-establishes a signal with our network within this period); or iii) you do not end the call on your device, up to 30 seconds after the last third party you were connected to has ended their call. Text messages that are over 160 characters in length may be split by your mobile device into smaller messages and recombined by the recipient's mobile device. In this event, each individual message is deducted from any inclusive allowance or charged at the appropriate rate for the text message, including the roaming rate, if you are abroad. Some Smart Phone Applications (Apps) send text messages to the App Developer when first used or activated and/or subsequently, and you may not be aware that such text messages have been sent. Any such messages will be deducted from any inclusive allowance or charged at the appropriate rate for the text message. Replacement SIM cards (if required) will be charged at £5 each. All claims under our Mobile Phone Protection Scheme are subject to an excess; for full details please refer to our Terms and Conditions booklet. Our Mobile service is subject to 30 days' notice, in addition to the minimum contract term which applies where we have supplied a handset; if you give us notice and subsequently port your number to another provider, then you will need to pay us your fixed monthly charges for the remainder of the notice period.

Energy

We provide a range of tariffs designed to provide consistently good value across a range of usage profiles - for electricity this is for customers with an 01, 02, 03 or 04 meter profile and for gas this is for customers with a maximum annual usage of up to 292,780 kWh per annum. Details of our prepayment and non-direct debit tariffs are available on request. Customers whose energy is used wholly or mainly for charitable purposes will be subject to VAT at the lower domestic rate and will not be liable for Climate Change Levy. Customers classified as 'non-domestic' will be charged Climate Change Levy and VAT at the standard rate, in addition to any energy prices you are quoted.

NGN

All chargeable calls are billed per second and rounded up to the nearest whole penny. Call rebates on 0844 and 0871 numbers are paid on a per second basis and to the nearest tenth of a penny. CallCare license is subject to a monthly license fee of £4.

CashBack card

Each CashBack card is supplied subject to a one-off application fee of £10 which will be collected when we process your order from the debit card details provided to us; this amount will be credited to your card if you activate it within 14 days of receiving it. CashBack from our retail partners varies between 3% and 7% on qualifying spend only; there is no CashBack if you use your card at non-participating retailers. There is a monthly fee of £1 per card which applies from the date each card is issued, and there is a charge of 35p per top-up using a debit card. Detailed terms and conditions are available on our website, and a printed copy will be sent to you with your card. The Utility Warehouse prepaid MasterCard® is issued on behalf of Prepay Technologies Ltd by Clydesdale Bank PLC pursuant to a licence by Mastercard® International Incorporated.

April 2013

Applies to all customers.

The Utility Warehouse is a discount club offering savings on a wide range of essential household services. Membership costs from just £1.50 per month (included on your monthly bill) and provides a wide range of benefits. If you are using our services and have not completed a paper or online application which includes Club membership, then the cost for using any services we are supplying to you may be subject to a surcharge and you will not receive all the benefits and additional savings available to members.

If you have chosen our Online Membership option, you will be charged £1.50 each time you request a paper bill.

All telephony charges within this booklet are shown in pence per minute unless otherwise stated; minimum call and set-up charges do not apply to 'free' or fixed-price calls. If we have not received payment of your monthly bill by the due date, a late payment or direct debit rejection fee of £6 will be charged on your next monthly bill. We reserve the right to waive any charges at our sole discretion at any time. Prices include VAT at the prevailing rate and are effective from 1 April 2012.

VAT is applied to the ex-VAT total of all charges for each service and is mathematically rounded to the nearest penny.

Our full current tariff is published on this website; in the event of any discrepancy between the prices on the site and in our printed materials, the tariff shown on the website will take precedence.

Applies to each services as shown

Home Phone (and landline telephony provided using Internet Phone and FreeCall) International prices are flat rate and apply anytime, any day. 'Peak rate' applies from 7am to 7pm Monday to Friday for calls to UK local/national numbers (01, 02, 03, 0845 and 0870) and from 7am to 7pm Monday to Sunday for calls to UK mobiles. Calls to the Channel Islands and the Isle of Man are charged at 6.5p per minute between 7am and 7pm on weekdays, 3.5p per minute at all other times, and are not included in any free call allowance.

Calls to mobile numbers are charged at the same price irrespective of which network originally allocated the number dialled, except for calls to numbers originally allocated by '3' which are subject to a surcharge of 6p per minute at all times. Calls to non-UK mobile numbers (other than numbers in North America) will be charged at the appropriate international rate plus a surcharge of up to 36p per minute.

Calls to international ISDN data, international Premium rate or Audiotext numbers may be charged at higher rates than the standard international call charge.

Premium-rated calls made using our Home Phone service (eg. 09xx) will be charged at BT's standard rates.

'Free Calls to other members' and Call Discount Options are only available to members of the Utility Warehouse Discount Club and are not available to business users. If we have reason to believe a customer is using any Call Discount Option or inclusive call allowance partly or wholly for business purposes, for accessing the internet or for other data services, we reserve the right to withdraw this benefit from the customer without notice. A fair use policy applies to free calls made to 0845 or 0870 number ranges; if these limits are exceeded then we reserve the right to charge for all 0845 or 0870 calls at 5p per minute. Free calls do not apply to 0845 or 0870 numbers used to access other telecom networks or for dial-up internet services. All free calls (except 0500/0800/0808) are subject to a maximum duration of 75 minutes for any individual call, after which a charge of 1.5p per minute will apply to any excess.

Chargeable calls with a duration of less than three seconds are subject to a minimum call charge of 4.8p; the duration of other chargeable calls is rounded up to the nearest whole minute and charged at the 'per minute' rate for that type of call, a set-up fee of 11.9p is then added, and then the ex VAT price of each call is rounded up to the nearest whole penny.

If your line rental service is transferred to us from BT, you will be charged at our published rates for any Value Calling Features we provide, whether previously provided by BT as a Select Service or specifically requested from us; these will be invoiced by us on your monthly bill in accordance with our published tariff. A monthly service fee of £3 and a minimum monthly call spend of £4 applies to each landline number connected to our service (excludes Internet Phone and FreeCall numbers) unless we are billing the line rental to you. All Call Discount options are charged per line. Any non-standard residential fixed telephone lines will be charged at BT standard retail prices less a 5% discount.

Mobile (includes FreeCall App)

You can call our customer service team by dialling 150 using your handset; while roaming, calls to 150 are charged at standard roaming rates for the country you are in.

The duration of each call is rounded up to the nearest whole minute and deducted from any inclusive call allowance or charged at the 'per minute' rate for that type of call, as applicable, then the ex VAT price of each chargeable call is subject to a set-up fee of 5p and rounded up to the nearest whole penny. Any inclusive allowance remaining at the end of a month is lost and does not 'roll over' to the subsequent month; occasionally, for technical reasons beyond our control, a call that is made very close to the end of a billing period may be included in your inclusive calls allowance for the following billing period.

The ex VAT price for all SMS texts is rounded up to the nearest whole penny. Texts sent while roaming are chargeable at international SMS rates. For customers who have selected our Budget Control option, international calls will be charged on your monthly bill; all SIM cards are supplied with an international and roaming call bar for your protection which can be lifted on request, however we reserve the right to require a deposit where you have not yet established a satisfactory payment history with us. Unlimited 'anynet' minutes on ValueMax is subject to a fair use policy of: (i) a maximum of 100 different numbers being called during any calendar month; and (ii) a maximum duration of 75 minutes per call; and (iii) a maximum total call duration of 3,000 minutes during any calendar month - if you exceed any of these limits we reserve the right to charge for any such excess at a rate of 3p per minute. If you are using a price plan which includes unlimited free texts, this only applies to text messages sent while you are within the UK to other UK mobiles and is subject to you not sending text messages to more than 100 different numbers during any calendar month; if you exceed this limit we reserve the right to charge individually for each text you have sent at a price of 3p per text message.

BlackBerry is not available on ValuePay or in conjunction with our Budget Control option. Blackberry optional data add-on includes a 50MB data allowance for use within the UK only - this can only be used for the BlackBerry browser and email data accessed directly on approved BlackBerry handsets; any other data (for example when using your BlackBerry as a laptop modem) will be charged at up to 20p per MB within the UK.

Any data used while roaming will cost from £1.20 per MB dependent on the country in which it is being used, rounded up to the nearest whole MB.

You will not be charged for calls diverted to your voicemail, or to set up or cancel the call divert facility, except while roaming.

International calls (except on ValuePay) are subject to a call set-up charge of 10p. Calls to non-UK mobile numbers (except on ValuePay) are subject to a surcharge of up to 36p per minute on our international landline call charges. Except where explicitly stated, charges and inclusive allowances exclude calls made or texts sent: (i) to non-UK numbers or (ii) to premium rate numbers in the UK (eg. 09xxx) or (iii) while roaming or (iv) to Call Access numbers or (v) Data Calls. Calls to premium-rate (eg. 09xxx) or personal (eg. 070xx) numbers will be charged at the applicable price plan for the type of call made, which will include an uplift on the equivalent BT cost of calls to that service from a landline phone. Prices for other calls, premium and international text services and directory enquiry services are available on request.

There is an administration charge of £10 if you wish to change to a different price plan; any new price plan (or data bundle) will become effective on the 1st of the month following the date on which we process your request. You will be charged for each call on the network that provided the service, even if this was not your intended Communications Provider; to prevent this from happening, you should turn off 'automatic network selection' on your handset and manually select the preferred network - this is particularly important in areas close to national borders (where calls may be charged as if you were roaming) and when travelling outside the UK.

A call ends when: (i) you end the call on your device; or (ii) 16 seconds after your calling device loses signal for any reason (note: we continue to maintain the call in case your device re-establishes a signal with our network within this period); or (iii) you do not end the call on your device, up to 30 seconds after the last party you were connected to has ended their call. Replacement SIM cards (if required) will be charged at £5 each.

All Replacement Phone Service claims are subject to a handling fee of £15 per claim. If we have supplied you with a free or discounted phone on any of our mobile price plans it will be subject to a minimum contract term, and you will have to pay an early termination fee if, before the expiry of the minimum contract term: (i) the service is disconnected for any reason; or (ii) you ask us to port your number to an alternative provider; or (iii) you lose the handset we have provided and wish to terminate the service rather than sourcing an alternative handset to use in its place; please refer to our terms and conditions for details on how early termination fees are calculated.

All our mobile services (except ValuePay) are subject to 30 days' notice, in addition to the minimum contract term which applies where we have supplied a free or subsidised handset; if you give us notice and subsequently port your number to another provider, then you will need to pay us your fixed monthly charges for the remainder of the notice period.

Energy

We offer domestic customers a choice of tariffs designed to provide consistently good value across a wide range of usage profiles. Customers can change to a different tariff at any time by notifying us in writing, which will become effective from the start of the following month. After you have asked us to change your tariff, no further tariff changes will be permitted during the following 12 months, and thereafter until we have received an independent actual reading for your meter. Domestic gas customers with a usage profile in excess of 73,200 kWh per annum will be connected on request to our large site tariff, details of which are available on this website. Prepayment and non-direct debit tariffs are available on request. For gas customers, the regional gas price you will be charged is based on the electricity region in which your home is situated; the monthly standing charge for customers whose gas is supplied by an Independent Gas Transported (IGT) is £1 per month (inc VAT at 5%) higher on all our tariffs than the monthly service charges shown. Where applicable, nondomestic customers will be charged Climate Change Levy and VAT at the prevailing business rate, in addition to the energy prices shown.

Internet (includes Broadband and Mobile Broadband)

Any equipment we have supplied, and which was not purchased from us by you (eg. routers) remains our property at all times and must be returned to us at your expense in the event you cease using the service. An administration fee of £10 is payable when any fixed line broadband service is cancelled or disconnected at any time. If we have supplied a wireless router to you and you are still within contract at the time of cancelling your service a £35 fee will be applied.

For out Broadband Unlimited and Broadband Ultra services unlimited inclusive data is subject to a 'fair use' policy based on the average amount of data being used by all our internet customers; full details available on this website.

On our Mobile Broadband tariffs (i) early termination fees apply if we have provided a mobile wireless router, calculated in the same way as for subsidised mobile handsets supplied by us. (ii) any data used in excess of your inclusive allowance will be charged at 1.5p per MB within the UK. (iii) any overseas data used will cost from £1.20 per MB dependent on the country in which it is being used, rounded up to the nearest whole MB.