Terms & Conditions

1. Definitions and Interpretation

1.1 In these Terms and Conditions, the following definitions shall apply:

Acceptable Use Policy (AUP): The regulatory framework defining the acceptable domestic use of the Utilities Package, expressly prohibiting commercial, negligent, or disproportionate energy and data consumption, forming an integral part of this Contract.
Boxed Bills LTD / We / Us / Our: Boxed Bills LTD, a utility management entity acting exclusively as the appointed agent for the Customer.
Charges: The total aggregate monthly sum payable by the Customer to Boxed Bills LTD. This comprises the direct costs of the Utilities supplied by the Principal Providers and the Management Fee levied by Boxed Bills LTD.
Customer(s) / You / Your: The individual or individuals named on the Order who occupy the Property, operating under Joint and Several Liability for the duration of the Contract.
Management Fee: The distinct service fee retained by Boxed Bills LTD for the administration, arrangement, and ongoing management of the Utilities Package, including the use of our technology platform, separate from the cost of the utilities themselves.
Order: The binding request submitted by the Customer (whether via the digital platform, portal, or physical document) for the provision of the Utility Management Service.
Principal Provider(s): The third-party licensed entities (including but not limited to energy suppliers, water authorities, and telecommunications operators) with whom Boxed Bills LTD arranges direct supply contracts on behalf of the Customer.
Utilities Package: The specific combination of gas, electricity, water, broadband, and media services selected by the Customer during the Order process.
Working Day: Monday to Friday, excluding national public bank holidays in England and Wales.

2. Formation of the Contract and Cooling-Off Period

2.1 The presentation of an Order via Boxed Bills LTD’s digital platform constitutes an offer by the Customer to purchase the Utility Management Service.

2.2 The Contract shall be deemed legally binding only upon the issuance of a formal written acceptance email by Boxed Bills LTD. Prior to this issuance, no legal obligation exists between the parties.

2.3 The Customer warrants that all information provided during the Order process, including the number of bedrooms and the identities of all occupants, is accurate and complete. Boxed Bills LTD reserves the right to terminate the Contract or adjust the Charges retrospectively if it is discovered that the number of bedrooms in the property exceeds the number of declared Customers on the Order, or if unauthorized occupants reside at the property.

2.4 Statutory Cooling-Off Right: Pursuant to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Customer possesses a statutory right to cancel the Contract within fourteen (14) days of the binding acceptance email without penalty, without giving any reason. If You cancel during this cooling-off period, You must, at our request, return to us any equipment provided to You (e.g., a router) at Your own cost and in good working order, or we reserve the right to charge You a fee for its replacement.

2.5 Waiver of Cooling-Off Period: Should the Customer explicitly request the commencement of the Utility Management Service prior to the expiration of the fourteen (14) day Cooling-Off Period, the Customer acknowledges that they shall be liable for the pro-rata cost of any Services rendered and Utilities consumed up to the point of cancellation, including any non-refundable installation fees incurred by Principal Providers.

3. Agency Authorization and Service Provision

3.1 By executing the Order, the Customer explicitly appoints Boxed Bills LTD as their exclusive Agent for the purpose of concluding, managing, alternating, and terminating contracts with Principal Providers for the Utilities Package.

3.2 The contractual relationship for the physical supply of gas, electricity, water, and broadband exists directly between the Customer and the respective Principal Providers. Boxed Bills LTD does not make any supply, re-supply, or resale of electricity or gas to You.

3.3 The Customer grants Boxed Bills LTD full, irrevocable authority to:

Sign supply contracts with Principal Providers in the Customer’s name, selecting the tariffs deemed most appropriate at Boxed Bills LTD’s absolute discretion.
Receive, process, and settle bills and statements from Principal Providers using the Charges collected from the Customer.
Communicate with Principal Providers regarding technical faults, meter readings, account administration, and debt management.
Consent to the installation of smart meters or prepayment meters if required by the Principal Provider due to debt accumulation, persistent failed payments, or access issues.

4. Joint and Several Liability

4.1 Where the Order is executed by more than one individual residing at the Property, all named Customers shall be Jointly and Severally Liable for all obligations, Charges, and penalties arising under this Contract.

4.2 Joint and Several Liability dictates that Boxed Bills LTD maintains the absolute legal right to pursue any single Customer for the entirety of any outstanding debt, regardless of any internal financial arrangements or verbal agreements between the occupants.

4.3 In the event that a Customer vacates the Property prior to the termination of the Contract, they remain fully liable for the continuous Charges unless a replacement tenant formally assumes their obligations and Boxed Bills LTD consents to the novation of the contract in writing.

4.4 Should a Customer default on their payment obligations, Boxed Bills LTD reserves the right to reapportion the defaulting Customer’s share of the Charges equally among the remaining active Customers to ensure the total property liability is met in full.

5. Unlimited Energy and Acceptable Use Policy (AUP)

5.1 Where the Customer selects an “Unlimited Energy” or “Uncapped” package, Boxed Bills LTD assumes the financial risk of standard volumetric over-consumption. Under normal domestic conditions, no final reconciliation bill shall be issued for standard energy use.

5.2 The “Unlimited Energy” package is strictly subject to the Acceptable Use Policy (AUP). Boxed Bills LTD defines acceptable use solely as standard, private, and domestic residential consumption.

5.3 Boxed Bills LTD reserves the right to revoke the “Unlimited Energy” status, apply supplemental commercial charges, or terminate the Contract if consumption breaches the parameters of normal domestic use. Indicators of non-domestic, excessive, or negligent use include, but are not limited to:

The utilization of the property for commercial enterprises, including high-consumption computing networks (e.g., cryptocurrency mining) or industrial fabrication.
The heating of unoccupied premises for extended durations, or operating heating systems while external windows and doors remain open.
Annual consumption exceeding the statistical parameters of the highest quartile of domestic households of equivalent size, serving as prima facie evidence of negligence.

5.4 In the event that commercial, abusive, or negligent use is identified following an investigation, Boxed Bills LTD shall invoice the Customer for the excess consumption at the prevailing rate charged by the Principal Provider, effectively voiding the unlimited protection.

6. Pricing, Rate Adjustments, and Payments

6.1 The baseline Charges quoted during the Order process are fixed for the duration of the minimum term, subject to the explicit exceptions documented within these Terms and Conditions.

6.2 Regulatory Pass-Through and Adjustments: Boxed Bills LTD reserves the right to proportionately adjust the Charges with thirty (30) days’ written notice to the Customer under the following specific circumstances:

Alterations to the Ofgem Energy Price Cap that directly impact the wholesale or retail cost of the underlying standard variable tariffs maintained by the Principal Providers.
Modifications to the applicable rate of Value Added Tax (VAT), Climate Change Levies, or other statutory taxation.
Discovery that the physical number of occupants or bedrooms exceeds the figures declared on the initial Order, necessitating a re-evaluation of the property’s risk profile.

6.3 Payments must be executed via automated Direct Debit/Via Stripe on the chosen or assigned working day of each calendar month.

6.4 Late Payment Fees and Defaulting Customers: In the event of a failed payment exceeding a grace period of seven (7) days, Boxed Bills LTD may apply a late payment administration fee of £25.00 per defaulting Customer to cover the cost of manual account intervention. Furthermore, if a Customer fails to pay within this 7-day grace period, or if a Customer vacates the property and ceases payments, the remaining tenants (active Customers) shall be jointly and severally responsible for paying the missing amount to ensure the total aggregate package cost is covered in full.

6.6 Interest and Debt Recovery: Persistent non-payment shall accrue interest at a rate of 4% per annum above the Bank of England base rate, calculated daily from the due date until the settlement of the debt. Furthermore, Boxed Bills LTD reserves the right to engage third-party debt collection agencies or tracing agents. All associated recovery costs, including legal and court fees, shall be added to the Customer’s outstanding balance.

7. Broadband, Media, and Equipment Obligations

7.1 Where the Utilities Package includes telecommunications (Broadband, Fiber, or Television), the Customer agrees to abide by the specific Acceptable Use Policies of the respective telecommunications Principal Provider (e.g., Virgin Media, BT, CityFibre).

7.2 Boxed Bills LTD accepts no liability for variations in broadband speeds, network outages, or delays in physical line installation. Speeds advertised are theoretical maximums and subject to external infrastructural constraints.

7.3 Installation Fees: Certain Principal Providers levy mandatory installation fees for new line provisioning. Where applicable, these fees (e.g., BT £80.00, Freedom Fibre £60.00, CityFibre £60.00) shall be passed through directly to the Customer.

7.4 Equipment Care: Any hardware provided (routers, modems, set-top boxes) remains the physical property of the Principal Provider or Boxed Bills LTD. The Customer assumes full liability for the safeguarding of this equipment against willful damage, abnormal storage, or negligence.

7.5 Equipment Return: Upon termination of the Contract, the Customer must return all equipment in functional condition within fourteen (14) days. Failure to facilitate the return will result in the application of hardware replacement fees, directly chargeable to the Customer’s account.

7.6 The Customer is strictly prohibited from reverse-engineering, decompiling, modifying, or utilizing the provided network hardware for illicit data distribution, software piracy, or commercial hosting.

8. Meter Readings, Property Access, and Void Periods

8.1 The Customer is contractually obligated to provide accurate Opening Meter Readings (upon moving in), Closing Meter Readings (upon vacating), and regular monthly Meter Readings for all applicable utilities (Gas, Electricity, and Water) where smart meters are not automatically transmitting data.

8.2 Missing Meter Reading Penalty: Failure to submit requested meter readings for three (3) consecutive months severely impedes Boxed Bills LTD’s ability to manage the Principal Provider accounts and exposes the package to massive estimation errors. In such instances, Boxed Bills LTD reserves the right to apply an administrative penalty of £50.00 to compensate for the manual labor required to manage estimated billing disputes.

8.3 Property Access: The Customer must grant Boxed Bills LTD, the Principal Providers, or their authorized engineering agents safe and reasonable access to the property during standard working hours for the purposes of meter inspection, installation, repair, or disconnection.

8.4 Missed Appointment Call-Out Fees: Should the Customer fail to facilitate pre-arranged access, resulting in a missed engineering appointment, the Customer shall be solely liable for any punitive call-out charges levied by the Principal Provider, plus a £50.00 administrative processing fee to Boxed Bills LTD.

8.5 Void Periods: Boxed Bills LTD assumes no liability for utility consumption during void periods (periods where the property is unoccupied before the start or after the end of the tenancy). Accurate meter readings are the sole mechanism by which the Customer proves non-liability for void period consumption. Without accurate readings, the Customer remains liable for estimated charges.

9. Contractual Alterations, Terminations, and Penalties

9.1 Termination by the Customer: Following the expiration of the statutory 14-day Cooling-Off Period, the Customer may request to terminate the Contract prior to the agreed end date by providing thirty (30) days’ written notice.

9.2 Early Termination Liabilities: Early termination by the Customer shall incur the following strict liabilities:

An Early Termination Administration Fee of £100.00 per Customer. The Customer acknowledges this fee represents a genuine, reasonable pre-estimate of Boxed Bills LTD’s operational losses, administrative unravelling, and lost management revenue.
The aggregate sum of all termination penalties, unrecovered line-rental costs, and disconnection fees levied by the Principal Providers (specifically concerning fixed-term broadband and media contracts, which must be paid to the end of their minimum term).
Immediate settlement of any outstanding energy balances accrued prior to the termination date.

9.3 Termination by Boxed Bills LTD: Boxed Bills LTD reserves the unconditional right to terminate the Contract with immediate effect, and without penalty to itself, under the following conditions:

The Customer commits a material breach of these Terms, including persistent non-payment exceeding 28 days or violation of the Acceptable Use Policy.
The Customer fails to provide the necessary documentation, identification, or meter readings required to execute the Utility Management Service.
The Principal Provider ceases supply to the property due to infrastructural issues, legal mandates, or supplier insolvency.

9.4 End of Contract Transition: Upon the natural expiration or early termination of the Contract, Boxed Bills LTD shall cease all management functions. The Customer acknowledges that the direct supply contracts with the Principal Providers may remain active in the Customer’s name. It is the sole responsibility of the Customer or the Property Landlord to assume management of these accounts or formally switch suppliers to prevent ongoing default charges. Boxed Bills LTD accepts no liability for post-termination billing.

10. Limitation of Liability and Indemnities

10.1 Nothing within these Terms and Conditions shall exclude or limit Boxed Bills LTD’s liability for death or personal injury resulting from its negligence, fraud, or fraudulent misrepresentation, nor any other liability that cannot be legally excluded or limited under the Consumer Rights Act 2015.

10.2 Subject strictly to Clause 10.1, Boxed Bills LTD shall not be liable to the Customer, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for:

Loss of profit, loss of business, or commercial disruption (as the services are strictly provided for domestic, non-commercial use).
Any indirect, consequential, or unforeseeable losses arising from the failure of a Principal Provider to deliver a Utility, including power surges damaging personal electronics.
Losses or penalties incurred by the Customer resulting from the Customer’s failure to provide accurate information, timely meter readings, or property access.

10.3 Liability Cap: Except as stated in Clause 10.1, the total aggregate liability of Boxed Bills LTD to the Customer for any actionable claim arising under or in connection with this Contract shall be strictly limited to 100% of the total Management Fees paid by the Customer to Boxed Bills LTD during the term of the contract.

10.4 Force Majeure (Events Outside Our Control): Boxed Bills LTD shall bear no liability for any failure to perform its obligations if such failure is caused by an Event Outside Our Control. This includes, but is not limited to, national energy grid failures, telecommunications outages, industrial strikes, governmental mandates, pandemics, or severe natural disasters. If a Force Majeure event continues for more than thirty (30) days, either party may terminate the contract without penalty regarding the unperformed services.

11. Data Protection, Privacy, and Credit Referencing

11.1 Boxed Bills LTD shall process all personal data in strict compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

11.2 By entering into this Contract, the Customer provides explicit consent for Boxed Bills LTD to process and share personal identifiers (including names, dates of birth, email addresses, and contact information) with:

Principal Providers, for the sole purpose of establishing, managing, and closing utility accounts at the property.
Credit Reference Agencies (CRAs), to assess financial viability and register payment histories.
Third-party Debt Collection Agencies and Tracing Agents, in the event of persistent payment default.

11.3 The Customer acknowledges that Principal Providers may independently report utility payment defaults to CRAs, which may adversely affect the Customer’s personal credit score. Boxed Bills LTD accepts no liability for credit rating degradation resulting from the Customer’s failure to fund the Charges.

11.4 Landlord Liability Transfer: In the event that a tenant fails to provide necessary identifying information to prove liability for a specific period, Boxed Bills LTD reserves the right to hold the overarching property Landlord responsible for the billing for that duration, subject to the provision of tenancy agreements.

12. Complaints and Dispute Resolution

12.1 In the event of a dispute relating to the Utility Management Service, the Customer must exhaust Boxed Bills LTD’s internal Complaints Policy before seeking external arbitration.

12.2 Should the dispute pertain directly to the physical supply, pricing, or infrastructural integrity of the energy or water provision, the Customer maintains the statutory right to escalate the complaint directly to the Principal Provider and subsequently to the Energy Ombudsman, the Consumer Council for Water, or the relevant telecommunications adjudicator. Boxed Bills LTD shall provide all necessary account documentation to facilitate this escalation.

12.3 This Contract, and any dispute or claim arising out of or in connection with it, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have non-exclusive jurisdiction to settle any associated disputes, accommodating consumers residing in Scotland or Northern Ireland who may bring proceedings in their local courts.