smart charging
Terms
& Conditions

This informs you of our terms and conditions regarding So Energy's smart charging.

Introduction

These Terms set out the agreement between So Energy Trading Ltd (“So Energy”, “we”, “us”) and you (“the customer”) for the use of our Smart Charging service (“the Service”).

The Service uses automated charging technology delivered in partnership with Axle Energy and other approved third parties.

By opting into the Service, you confirm that you agree to these Terms. We may update these Terms from time to time to reflect changes in law, technology or how the Service works. We will give you reasonable notice, and an opportunity to withdraw from the Service, if any changes are significant.

The Service is being provided on a trial basis for a period ending on 14th June 2026 or such later date as we may determine.  At the end of the trial period we may decide to withdraw the Service.  If we decide to continue the Service following completion of the trial, we will provide you with updated terms and the opportunity to withdraw from the Service.

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Definitions

"Smart Meter" means a SMETS1 or SMETS2 electricity meter communicating via the DCC.

"Programme Operators" means NESO, Distribution Network Operators (DNOs) or other organisations responsible for grid-balancing services.

"Grid Services" means events, operated and/or managed by Programme Operators, used to help balance the electricity network.

"Axle Energy" means Axle Energy Limited – Company No: 14633671 our smart-charging technology partner.

"Personal Data" as defined in data protection legislation applicable in the UK.

  1. Eligibility, Enrolment and Service Fees
    1. In order to be eligible for the Service, You must:
      1. be a So Energy customer at the premises identified on your account
      2. have a fully working SMETS1 or SMETS2 Smart Meter communicating with the DCC;
      3. have a compatible EV or charger;
      4. not be registered with another flexibility or smart-charging provider.

        If any of these conditions cease to be satisfied, the Service may not function correctly and/or we may withdraw the Service on giving notice to you.
    2. Please note that during the trial period we may limit the number of customers who may avail of the Service.
    3. At any time within 14 days of the date you onboard to the smart charging platform, you may cancel the Service without obligation or penalty, by removing yourself from smart charging within the smart charging application.
    4. The Service Fee is £10 per month, which will be added to your So Energy electricity bill as a separate line item.  The payment terms in your So Energy electricity supply contract apply equally to the Service Fee.
  2. Data Protection
    1. To run the Service, So Energy will process and share certain data with Axle Energy and other approved partners.
      1. We may use and share your smart meter data:
        1. half-hourly electricity consumption data
        2. your MPAN and supply address;
        3. data required to baseline and measure charging behaviour.
        4. We may share your Meter Point Administration Number (MPAN) and half-hourly metered energy consumption data with our delivery partners, their group companies, and their authorised sub-processors where this is necessary to provide the Service.
        5. Your half-hourly metered consumption data will be accessed and processed by our partners and their authorised sub-processors via the national smart metering systems, in accordance with the Smart Energy Code. We will only access and share your smart meter readings once you have provided your consent.
        6. You may withdraw your consent to the sharing of your smart meter energy data at any time by withdrawing from the Service via the app or by contacting us at help@so.energy. Withdrawal of consent will not affect any data already shared or processed lawfully prior to withdrawal, or any data we are required to retain to meet legal, regulatory, or audit obligations
      2. We may collect and share device data from your EV or charger:
        1. charging session information
        2. plug-in times
        3. charging rate
        4. battery state of charge (where supported)
    2. How the data is used:
      1. schedule and optimise charging
      2. participate in Grid Services
      3. validate charging performance
      4. support billing and customer service
    3. Your data is processed under a combination of:
      1. your consent (for smart-charging control),
      2. legitimate interests (to provide and maintain the Service),
      3. legal obligations (Smart Metering regulations).
    4. We may share your data with the following parties, only where necessary to deliver the Service:
      1. Axle Energy, our smart-charging technology partner;
      2. Device manufacturers, where required to enable charging control or telemetry;
      3. Programme Operators, such as NESO or Distribution Network Operators (DNOs), where participation in Grid Services requires data submission;
      4. Authorised So Energy suppliers and service providers, supporting the operation of the Service.
      5. Each recipient is required to process your data securely, confidentially and in accordance with applicable data protection law.
    5. Data roles and responsibilities
      1. So Energy acts as the Data Controller for all Personal Data processed to deliver the Smart Charging Service.
      2. Axle Energy acts as a Data Processor, processing Personal Data strictly on So Energy’s instructions and only for the purposes of providing the Service.
      3. Other third parties act either as Data Processors on So Energy’s behalf or as Independent Data Controllers (for example, Programme Operators).
      4. So Energy remains responsible for determining how and why your Personal Data is used in connection with the Service.
      5. For further information on how So Energy processes your personal data, please refer to our Privacy Notice at https://www.so.energy/privacy
  3. Rewards (if applicable)
    1. Some flexibility programmes may offer payments or credits for participation. These are not guaranteed and depend on eligibility, programme availability and actual performance. Reward values may change at any time.
    2. Rewards may be applied to your So Energy account or paid by bank transfer, at So Energy’s option.
  4. Your Responsibilities
    1. You agree to:
      1. keep your EV or charger online and connected;
      2. keep your Smart Meter fully operational;
      3. update us if you change EV, charger, or home address;
      4. allow the Service to control charging unless you manually override it.
    2. You may manually override smart charging at any time, including by using a “Boost” or equivalent immediate-charge function. 
    3. Where you choose to manually charge outside the scheduled smart-charging periods:
      1. the electricity used will be charged at the standard rate applicable to your electricity tariff at the time of use;
      2. such charging may not be eligible for any off-peak rates, credits or rewards associated with the Smart Charging Service.
    4. If you regularly override smart charging, including by boosting every charge session, this may:
      1. reduce or remove any benefit from the Service;
      2. result in higher charging costs compared to smart-scheduled charging; and
      3. limit or exclude eligibility for any credits or rewards linked to smart charging performance.
  5. Service Limitations
    1. Smart charging may change the time your vehicle charges. We are  not responsible for issues caused by:
      1. your device going offline;
      2. power cuts or broadband failures;
      3. unsupported EV or charger models;
      4. manual overrides; or
      5. loss of potential rewards

        which are not caused by negligence on our part.
    2. We do not guarantee that your electric vehicle will reach any particular state of charge, or be charged by a specific time, in any circumstances.
    3. Charging outcomes may be affected by factors outside our control, including (but not limited to) power outages, internet connectivity, device availability, vehicle or charger behaviour, manual overrides, grid events, or changes to charging conditions.
    4. To the fullest extent permitted by law, So Energy accepts no responsibility or liability where your vehicle does not reach an expected state of charge, regardless of whether smart charging is enabled, overridden, or supported by your device.
    5. We do not guarantee any savings of electricity charges from the use of the Service
  6. Liability
    1. Nothing in these Terms limits liability for death, personal injury or fraud.
    2. We provide the Service with reasonable skill and care, but we cannot guarantee uninterrupted operation.
    3. We are not responsible for:
      1. business losses;
      2. EV battery degradation;
      3. missed charging caused by factors outside our control;
      4. indirect or consequential loss or damage of any nature.
    4. Our total liability in connection with the Service is limited to any subscription fees you have paid to So Energy in the previous 12 months (maximum liability is 12 months’ subscription fee of £120, whichever is the greater).
  7. Suspension, Changes or Withdrawal of the Service
    1. We may suspend, restrict, change or withdraw the Smart Charging Service (in whole or in part) at any time, including on a temporary or permanent basis.
    2. This may include situations where:
      1. the Service is paused, amended or ended as part of a trial or pilot;
      2. we make changes to tariffs, systems or underlying technology;
      3. a technical, operational, regulatory or security issue arises;
      4. continued operation of the Service is no longer commercially or operationally viable;
      5. we are required to do so by a regulator, network operator or other third party.
    3. We may also suspend or remove your individual access if:
      1. your smart meter or device stops communicating;
      2. your device becomes incompatible with the Service;
      3. information you have provided is inaccurate or out of date;
      4. you move to a tariff or property where the Service is not available.
    4. Where reasonably possible, we will give you notice of any suspension or withdrawal. However, we are not required to provide advance notice where immediate action is necessary.
    5. The Service Fee will not be charged for any period of suspension or withdrawal of the Service, but you will not otherwise be entitled to compensation, refunds or damages, other than as required by law.
  8. Termination
    1. You can leave the Service at any time by notifying us. If you switch away from So Energy or move home, the Service will end automatically.
    2. Termination does not affect any rights or obligations that have built up before you leave the Service
  9. General
    1. These Terms are the entire agreement for the Service.
    2. We may transfer our rights under these Terms within the So Energy group.
    3. If any part of these Terms is found to be invalid, the rest still applies.
    4. These Terms are governed by the laws of England and Wales and the courts of England and Wales have exclusive jurisdiction in respect of any matter or claim arising under or in connection with the Service or these Terms.
    5. Nothing in these Terms affects your statutory rights