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Hafslund Strøm - Terms and conditions

1.0 General terms and conditions


1.1 Hafslund supplies power to everybody

Hafslund Strøm supplies power to customers throughout the country.

Hafslund Strøm reserves the right to run credit checks on its customers and to refuse/terminate deliveries, or to demand security or payment in advance from customers, providing there are objective reasons for so doing. A copy of the credit rating letter will be sent, preferably by electronic means.

1.2 Combined invoices for power and grid services

If Hafslund Strøm has an agreement with the customer’s grid operator for central invoicing, Hafslund Strøm will invoice the customer for the grid services it is invoiced by the grid operator.

Central invoicing does not entail any changes in the customer relationship or contractual relationship between the customer and the grid operator.

The customer gives Hafslund Strøm authority to gather the necessary information and implement the measures needed for central invoicing of grid services.

Central invoicing may entail changes to invoicing intervals and due dates.

Invoicing will be in accordance with point 1.8 Settlement of accounts and invoicing.

1.3 Starting your electricity supply

In the event of changing suppliers, electricity is usually supplied within 10 days of placing the order. In the event of customers moving to a new property, the supply will start from the stated move-in date. Supply of power which is to replace statutory power delivery from the grid company will begin in accordance with the applicable grid operator’s guidelines.

Hafslund Strøm is not liable for the consequences of any breach of contract between the customer and any previous supplier due to termination of power delivery.

1.4 Moving

If the customer moves, the customer’s contract will continue at the new address. Pursuant to this contract, the customer gives Hafslund Strøm authority to gather necessary information from the grid owner for registration of Hafslund Strøm as the customer’s power supplier at the new address.

1.5 Cooling-off period

Upon placing an order, individuals requesting delivery of power to their own home, leisure home or similar, have a statutory cooling-off period pursuant to the Act relating to the duty of disclosure and the right to cancel consumer purchase agreements, etc., in respect of distance selling and sales contracts concluded away from the trader’s business premises.

1.6 Personal details

The personal details which the customer provides when entering into the contract will be used by Hafslund Strøm for customer relationship management, supplying electricity and invoicing. Such details may be disclosed to third parties that assist Hafslund Strøm in metering, settlement and invoicing. Hafslund Strøm reserves the right to request information on customers’ personal identification numbers so as to facilitate identification of customers and safeguard data protection in the new national system for information exchange in the power market (Elhub).

Customers have a right of access to information and may request correction or deletion of deficient or incorrect details in pursuance of the Personal Data Act.

Personal details will also be used for the distribution of information and offers relating to the customer’s contractual relationship. This also applies to distribution via electronic channels in accordance with section 15 of the Marketing Control Act. Customers who do not wish to receive such information may opt out of this.

1.7 Electronic invoicing

Hafslund Strøm’s default option is electronic invoicing. We therefore request that customers set up eFaktura (eInvoice) or other forms of electronic remittance. If electronic invoicing is not set up, the invoice will be sent by post and a supplement for paper invoices will be charged; the supplement is NOK 69 per invoice. The supplement will not be charged when the first invoice is sent.

1.8 Settlement of accounts and invoicing

Hafslund Strøm’s customers are invoiced and accounts settled in arrears every month after a meter reading of power consumption.

The customer gives Hafslund Strøm authority to be invoiced by the grid operator for grid rental etc. on behalf of the customer so that power usage and grid services can be invoiced in a single invoice.

Furthermore, the customer gives Hafslund Strøm authority to receive any amounts owed the customer by the grid operator on the customer’s behalf. Hafslund Strøm will pay the customer such amounts or credit the customer with the amount at the time of next settlement of accounts.

In order to discharge the customer from liability, any payments for centrally-invoiced grid services must be made to Hafslund Strøm. Payment must be made to Hafslund Strøm by the due date. In the event of late payment for centrally-invoiced grid services, Hafslund Strøm has the right to initiate all types of enforcement measures, including debt collection.

If, for any reason, central invoicing cannot be performed, the customer will be invoiced for grid services directly by the grid operator.

If the customer relationship with Hafslund Strøm is terminated, the obligation to undertake central invoicing will also end.

If the customer defaults on his obligations, be it in their entirety or in part, Hafslund Strøm may, without notice, terminate the customer relationship.

1.9 Taxes

The price for power is stated inclusive of value added tax and electricity certificates. The rate of value added tax is currently 25%. In the event of any changes in government taxes the electricity price will be changed accordingly. This also applies to power products where a price for electricity has been agreed. In any case, customers are liable for power usage from the time electricity was first supplied until end of electricity supply after receipt of the notice of cancellation, in accordance with the applicable price of electricity in the contract. Business customers and other customers who are not defined as consumers in the (Norwegian) Consumer Sales Act, do not have a right of cancellation.

1.10 Rationing, force majeure

The government may, in extraordinary circumstances, impose rationing, compulsory limitations on delivery or requisitioning in pursuance of section 6-2 of the Act relating to the generation, conversion, transmission, trading, distribution and use of energy etc. (the Energy Act). In such cases Hafslund Strøm reserves the right to suspend agreed terms and conditions relating to price and deliveries, and will invoice customers and deliver power in accordance with actual purchase prices and governmental orders. When creating new price areas or merging existing price areas or in the event of significant deviations in the purchase price between price areas, Hafslund Strøm reserves the right to perform any product adjustments required. Hafslund Strøm AS will evaluate the time for start-up and end of such extraordinary circumstances. In such cases the customers will be notified via Hafslund Strøm’s website, or via text message or email, providing that we have been given the relevant details.

1.11 Notification

Customers will be notified of any changes in prices and conditions and terms in accordance with Energy Norway’s standard agreement; in other words, customers will be notified directly of any change in prices or terms and conditions at least 14 days before such changes enter into force.

In addition to publishing relevant information on hafslundstrom.no, Hafslund will notify customers directly via appropriate channels. For some products that are based on electronic contractual relationships, such notifications will only be sent via email.

If the customer has agreed to this, any changes can be announced directly through “Min side” (My page) on hafslundstrom.no.

1.12 Lock-in period

Hafslund Strøm does not have lock-in periods for any of its products unless otherwise indicated under the product in points 2.0 Power products or 3.0 Other products or in the sales terms for special sales campaigns.

1.13 Satisfaction guarantee

For power products, private customers have a satisfaction guarantee. If the customer is not satisfied with the product, this guarantee entitles the customer to have all costs for the delivery refunded, specifically mark-up and overhead costs. Payment for the power that has been supplied is not included in the guarantee and in the basis for refunds. The guarantee is limited so that it applies to the first six months after Hafslund begins to supply the customer with electricity. If the customer exercises the guarantee, he/she will be obliged to contact Hafslund Strøm prior to terminating the contract. This must be done no later than six months after Hafslund begins supplying electricity. If the customer fails to notify Hafslund Strøm, the guarantee will lapse.

1.14 Other terms

Energy Norway’s standard agreement for delivery of electric power is applicable to matters not governed by these terms and conditions. In the event of any conflict among the points in these terms of delivery and Energy Norway’s standard agreement for delivery of electric power, the provisions in these terms of delivery will prevail.

2.0 Power products

2.1 Strøm

The product Strøm is a purchase price agreement; this means that it takes into account the fact that your power usage varies throughout the day. The product is invoiced according to a weighted average of the spot price on an hour-for-hour basis with reference to the Nordic power exchange Nord Pool’s area price. In addition to the monthly price on the exchange, government taxes, mark-ups and the monthly fee are payable. The product Strøm is Hafslund Strøm’s default agreement.

2.2 Direkte Variabel

The product Direkte Variabel is a variable price product; this means that a price is set for a future period and that the price reflects seasonal fluctuations in the power market. Hafslund Strøm determines the price for Direkte Variabel for each area. The price is stated inclusive of all taxes. The power price that is set is applicable until a new price is announced in accordance with point 1.11 Notification.

2.3 webSpot

webSpot is an electronic spot price agreement which is invoiced on the basis of an unweighted spot price based on Nord Pool’s average monthly price plus VAT. A monthly fee is charged in addition to the average monthly price.

The agreement is contingent on a customer relationship based on electronic communication; orders must be placed online and all contact with our customer service must be done via Min side (my page on hafslundstrom.no) or via the contact form provided on our website. All notifications will be sent via electronic channels of communication. The webSpot agreement is contingent on customers entering into an agreement for electronic invoicing no later than two months after the commencement of delivery; if such invoicing is not requested, Hafslund Strøm is free to transfer the agreement to Strøm with 14 days’ notice.

2.4 webVariabel

The product webVariabel s an electronic variable price product; this means that a price is set for a future period and that the price reflects seasonal fluctuations in the power market. Hafslund Strøm determines the price for webVariabel for each area. The price is stated inclusive of all taxes and reflects the seasonal fluctuations in the power market. The price is stated inclusive of all taxes. The power price that is set is applicable until a new price is announced in accordance with point 1.11 Notification.

The agreement is contingent on a customer relationship based on electronic communication; orders must be placed online and all contact with our customer service must be done via Min side (my page on hafslundstrom.no) or via the contact form provided on our website. All notifications will be sent via electronic channels of communication. The webVariabel agreement is contingent on customers entering into an agreement for electronic invoicing no later than two months after the commencement of delivery; if such invoicing is not requested, Hafslund Strøm is free to transfer the agreement to Strøm with 14 days’ notice.

2.5 Garantipris

The product Garantipris is only available to existing customers; the product is no longer being sold. The price for Garantipris is calculated like the price for Direkte Variabel under point 2.2; however, Hafslund Strøm guarantees that the average annual price shall be at least as good as the average of the Variable Prices of the ten major Variable Price suppliers in Norway. The reference list of the ten major suppliers is continually updated on hafslundstrom.no. The product is priced so that its price at year-end is lower than the average price on the reference list; if the average price has been above the reference list price, the customer will be credited this amount in the first invoice of the year.

3.0 Other products

3.1 Grønt Valg

Grønt Valg is an additional service customers may request in addition to their power product. With this additional service customers are given a Guarantee of Origin for their power, and one hour of energy advice per year. The price also includes a donation of NOK 100 per year to the Rainforest Foundation Norway. In the event of the agreement between Hafslund Strøm and the Rainforest Foundation Norway coming to an end, Hafslund Strøm may replace the customer’s original measure with a new environmental measure. Any adjustments in the price of the product Grønt Valg will be announced on our website. Such changes may enter into force 14 days after they have been announced.

3.2 Maksprisgaranti

Maksprisgaranti is an additional service customers may request in addition to their power product. This additional service is a safeguard against power prices reaching the highest levels. When power prices are low, you pay in accordance with the power product you have purchased; if power prices rise, the price stops at an agreed cap (maximum price). Hafslund Strøm publishes updated information on the length of the guarantee period and on the cap (maximum price) for the applicable guarantee period online at www.hafslundstrom.no.

3.3 Trygg Hverdag

Trygg Hverdag is an additional service customers may request in addition to their power product. This additional service is a safeguard that offers you financial security in the event of being written off sick for a period, being unemployed or if electricity causes any damage in your home. The applicable certificate of insurance and terms and conditions are available at all times at hafslundstrom.no.