Your agreement with Boxed Bills
These terms explain how Boxed Bills manages household utilities, what the household pays, and what happens if circumstances change. Your order confirmation records the property, chosen services, monthly price, start date and end date. Together, the order confirmation and these terms form the agreement.
Our role | Boxed Bills acts as the lead tenant’s agent. Licensed suppliers provide the utilities. |
Available services | Gas, electricity, water and broadband, in the combination shown in the order confirmation. |
Contract length | 12 months. The agreement ends unless the household actively renews. |
Monthly price | The household price shown in the order confirmation, payable each month. |
Unlimited utilities | Where described as unlimited, ordinary private domestic gas, electricity and water use is not reconciled at the end of the full term, subject to section 7. |
Early cancellation | A £100 household exit fee, any usage shortfall calculated under section 11, and any evidenced supplier charges that apply. |
Lead tenant | The person responsible for the household account and for making sure the full amount is paid. |
1 Who the agreement is with
1.1 “Boxed Bills”, “we”, “us” and “our” mean Boxed Bills LTD, a company registered in England and Wales under company number 17074871, whose registered office is 59 Baltic Quay, Mill Road, Gateshead, United Kingdom, NE8 3QW.
1.2 “Lead tenant”, “you” and “your” mean the person identified as the lead tenant in the order confirmation. The lead tenant is the customer under this agreement and is responsible for the household account.
1.3 “Household member” means another person who lives at the property and has been invited to contribute towards the monthly household price. A payment arrangement with a household member does not, by itself, make that person responsible for the whole household account.
1.4 “Property” means the residential address stated in the order confirmation. The service is available only for ordinary private residential use at that property.
1.5 “Supplier” means the licensed or authorised third party that provides an included utility, such as an energy supplier, water company or broadband provider.
2 What Boxed Bills does
2.1 We arrange and administer the services selected in your order confirmation. Depending on your package, these may include gas, electricity, water and broadband.
2.2 We act as the lead tenant’s agent when dealing with suppliers. We may open and administer accounts, obtain account information, submit readings, receive invoices, make payments and deal with routine account queries to the extent authorised by the lead tenant.
2.3 The relevant supplier provides each utility. Boxed Bills is not a licensed energy supplier and does not supply, re-supply or resell gas or electricity.
2.4 Supplier terms may also apply to a utility. We will make material supplier conditions available where they directly affect your package. These terms govern our management service; they do not remove rights or duties arising under a supplier’s contract.
2.5 We choose and manage suppliers and tariffs as part of the service. We will act reasonably and in accordance with the authority granted by the lead tenant.
2.6 Where water is included, the water account is held in the name or names of the relevant household member or members rather than solely in the lead tenant’s name. Before providing a person’s details to the water supplier, we will tell that person what we intend to do and obtain any authority or acknowledgement reasonably required for the account. Where the order confirmation describes water as unlimited, it is subject to the fair-use rules in section 7.
3 Joining and starting the agreement
3.1 The information displayed during sign-up is an invitation to place an order. Your order is an offer to enter into an agreement with us.
3.2 The agreement becomes binding when we send the lead tenant an email confirming that we accept the order. We may decline an order before acceptance, including where information is incomplete, a service is unavailable at the property or an obvious pricing error has occurred.
3.3 Before ordering, you must check that the property, occupants, services, price, dates and payment information are complete and accurate. You must tell us promptly if anything changes.
3.4 The lead tenant must sign any authority reasonably required before we act in their name with a supplier. A failure to provide authority may delay the start of a service.
3.5 We will not begin chargeable work during a statutory cancellation period unless the lead tenant expressly asks us to start early. We will record that request and explain any reasonable amount that may become payable if the agreement is then cancelled during the cancellation period. Any amount charged will be limited to services properly provided before cancellation and to what the law permits.
4 Your package and monthly price
4.1 Your order confirmation states the included services, monthly household price, payment dates and 12-month term. Please keep a copy.
4.2 The monthly household price includes the anticipated cost of the selected utilities and Boxed Bills’ service fee. The service fee is included within the price shown in the order summary and is not an additional charge on top of that price.
4.3 The monthly household price is fixed for the 12-month term. We will not increase it merely because ordinary domestic energy consumption or a supplier’s underlying cost is higher than we anticipated.
4.4 We may correct the price where the order contains materially inaccurate information, including the property address, number of occupants or selected services. Before making a correction, we will explain the reason and calculation in writing. If the correction materially disadvantages you, we will explain any right to cancel without an exit fee.
4.5 Additional charges apply only where these terms expressly allow them. We will not charge twice for the same cost.
5 Paying for the household account
5.1 The lead tenant is responsible for ensuring that the full monthly household price is paid on time, even where household members make separate contributions.
5.2 A household member may use a join-household link to set up their share of the household payment through Stripe. We will tell that person the amount and collection schedule before taking payment.
5.3 If a household member’s payment fails or stops, the outstanding amount remains due from the lead tenant. Boxed Bills may agree a different payment allocation, but doing so does not change the total monthly household price.
5.4 We receive customer payments and use them to meet supplier invoices and our service fee. Our handling of those funds will follow the arrangements described in the order information and any legal requirements that apply.
5.5 You must not cancel a payment instruction merely because a household member has moved out. Contact us first so that we can update the payment allocation and explain any outstanding amount.
6 Missed payments
6.1 If a payment is missed, we will notify the affected payer and the lead tenant and allow seven days for the shortfall to be paid.
6.2 If the shortfall remains unpaid after seven days, we may charge one £25 administration fee for that missed household instalment. We will apply the fee only where it reflects reasonable administration caused by the missed payment.
6.3 We may suspend non-essential account-management activity or end the agreement for persistent non-payment, but we will normally give written notice and a reasonable opportunity to put matters right first.
6.4 We may use a debt collection agency or bring legal proceedings to recover overdue amounts. We will charge only recovery costs that the law and any applicable court rules allow us to recover.
7 Unlimited utilities and acceptable use
7.1 This section applies to each included utility that the order confirmation describes as unlimited, including gas, electricity or water.
7.2 An unlimited utility covers use for ordinary private residential purposes at the property. At the end of a completed 12-month term, we do not issue an adjustment merely because the cost of that ordinary domestic usage was higher or lower than anticipated.
7.3 Unlimited utilities do not cover use principally for a business or commercial activity, cryptocurrency mining, industrial equipment, unlawful activity, supplying another property, interference with a meter, deliberate and excessive waste, or water use that is materially inconsistent with ordinary occupation of the property.
7.4 High usage alone does not automatically prove misuse. If information reasonably suggests excluded use, we will investigate, explain our concern in writing and give the lead tenant a reasonable opportunity to provide readings or other relevant information.
7.5 If the investigation establishes excluded use, we may charge the additional supplier cost caused by that use or end the affected unlimited-utility arrangement. We will provide the calculation and supporting information. We will not apply this clause to ordinary domestic usage merely because it is higher than average.
8 Meter readings and access
8.1 You must provide accurate opening and closing readings and any reasonable periodic readings we request where a smart meter does not provide usable information automatically.
8.2 We will send a reminder if a requested reading is missing. If required readings remain missing for three consecutive months, we may charge a £50 administration fee where the failure has caused reasonable additional account-management work.
8.3 If a reliable reading is unavailable when an early-cancellation calculation is required, we may make a reasonable provisional calculation using an estimate or charge supplied by the relevant supplier. We will explain the basis used and correct the calculation if reliable supplier information later becomes available.
8.4 You must give a supplier or its authorised engineer reasonable access to the property for an agreed appointment where access is needed to inspect, install, repair or read equipment.
8.5 If a household member misses an agreed supplier appointment without reasonable notice, we may pass on the supplier’s evidenced charge and charge a £50 administration fee where Boxed Bills has incurred reasonable additional work. We will not charge where the missed appointment was caused by the supplier or circumstances outside the household’s reasonable control.
9 Broadband and equipment
9.1 Where broadband is included, the broadband supplier provides the connection and owns any router or other loaned equipment unless the supplier states otherwise.
9.2 The household must follow the supplier’s acceptable-use and equipment conditions. Equipment must be kept reasonably safe and returned as instructed when the supplier requires it.
9.3 Broadband speeds and availability depend on the supplier’s network, the property and other technical factors. We will help communicate with the supplier, but we do not guarantee a particular speed unless the order confirmation expressly states a guaranteed minimum.
9.4 If the agreement ends early, we may pass on an unavoidable broadband termination or equipment charge that the supplier charges Boxed Bills in connection with the broadband service at your property. We will pass on only the amount actually incurred and will provide evidence of the supplier charge. Boxed Bills does not add a separate broadband cancellation penalty.
10 Changes within the household
10.1 The lead tenant must tell us promptly when a household member moves out or another person moves in.
10.2 We will stop a departing household member’s future payment collections once we have had a reasonable opportunity to process the change. The person remains responsible for any payment they separately authorised before the effective change date, but the lead tenant remains responsible for the household account.
10.3 A replacement household member may join through a new join-household link. Their payment obligation begins only after they authorise it and we confirm the effective date.
10.4 Changing a household member does not automatically cancel or restart the 12-month agreement. If the change materially affects the package, we will explain any proposed change before applying it.
10.5 If the lead tenant intends to leave the property, they must tell us promptly. We may ask the remaining household to nominate a replacement lead tenant.
10.6 A replacement becomes the lead tenant only after that person accepts the agreement and we confirm the substitution and its effective date in writing. We will not transfer responsibility to another person without their agreement.
10.7 The outgoing lead tenant remains responsible for amounts arising before the confirmed substitution date. Responsibility for later amounts passes to the replacement lead tenant from that date. If no replacement accepts the agreement, we may end the service in accordance with section 13 and issue a closing statement under section 11.
11 Cancellation and ending early
11.1 Where the law gives you a cooling-off right, you may cancel within 14 days after the agreement is made without paying the £100 exit fee. You may still have to pay for services supplied after an express request to start early, as explained during sign-up.
11.2 After the cooling-off period, the lead tenant may ask to end the agreement before the scheduled end date by giving us 30 days’ written notice.
11.3 For an early ending, we calculate the actual gas, electricity and water used up to the effective cancellation date, so far as each service can be measured or established from the supplier’s charges. We compare the relevant supplier cost with the household payments received for those services to that date. If the supplier cost is higher, the difference is payable as a usage shortfall. If the calculation produces a genuine credit after all valid charges are applied, we will refund it.
11.4 A £100 exit fee applies once per household when the agreement ends early after the cooling-off period, unless we have materially breached the agreement or the law requires cancellation without that fee.
11.5 We may also pass on an evidenced, unavoidable broadband supplier termination or equipment charge permitted by section 9.4. We will provide an itemised closing statement showing the usage calculation, household payments, exit fee, supplier charges and final balance.
11.6 Ending this agreement does not necessarily close a supplier account held in the lead tenant’s name. We will explain what has been closed and what the lead tenant must manage or switch after our authority ends.
12 The end of the 12 month term
12.1 The agreement ends at the end of its 12-month term. It does not renew automatically.
12.2 We may contact the lead tenant before the end date with a renewal offer. A renewal takes effect only if the lead tenant actively accepts it.
12.3 Where a renewal offer includes a £50 household credit, we will deduct the credit from the first monthly payment under the renewed agreement. The credit has no cash value, applies once per renewed household and cannot be used against the original agreement.
12.4 If the household does not renew, we will stop our management service at the end of the term and explain any action the lead tenant must take with suppliers.
13 When Boxed Bills may end the agreement
13.1 We may end the agreement if the lead tenant does not pay a material overdue amount, provides materially false information, refuses authority or information required to provide the service, or seriously or repeatedly breaches these terms.
13.2 Unless urgent action is reasonably necessary, we will give written notice describing the problem and a reasonable opportunity to put it right before ending the agreement.
13.3 We may also end an affected service if no suitable supplier can provide it or an event outside our reasonable control prevents continued performance. We will explain the effect on the price and refund any amount paid for a service we will not provide.
13.4 When we end the agreement because of the household’s material breach, valid amounts already incurred remain payable. We will not charge sums that do not reflect the agreement or our lawful loss.
14 Problems with services and our responsibility
14.1 Please tell us promptly if you believe our management service has not been provided with reasonable care and skill. We will investigate and, where appropriate, repeat the service, correct the account or provide another remedy required by law.
14.2 A supplier is responsible for physically providing its utility and for faults within its network. We will provide reasonable assistance with supplier communications where this forms part of the package.
14.3 We are responsible for foreseeable loss caused by our breach of this agreement or failure to use reasonable care and skill. We are not responsible for loss that could not reasonably have been foreseen when the agreement was made, or for business loss arising from a service sold only for private residential use.
14.4 Nothing in these terms limits liability where the law does not permit limitation, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. These terms do not restrict your statutory consumer rights.
14.5 Neither party is responsible for delay caused by circumstances outside its reasonable control. The affected party must take reasonable steps to reduce the impact and resume performance. If a material interruption continues for more than 30 days, either party may end the affected service without an exit fee for that service.
15 Personal information
15.1 We use personal information to provide the service, administer payments, communicate with suppliers, manage accounts, prevent fraud, meet legal obligations and handle complaints.
15.2 We share information only where we have a lawful basis, including where sharing is necessary to perform the agreement or take requested steps before it begins. Our Privacy Policy explains the purposes, lawful bases, recipients, retention periods and your rights.
15.3 We do not conduct credit checks or report payment history to credit reference agencies unless we tell you otherwise before doing so and have a lawful basis.
16 Complaints and contact details
16.1 Contact us first if you have a concern about the management service. Email hello@boxedbills.co.uk or telephone +44 7466 674 984. You may request a copy of our complaints process using those contact details.
16.2 A complaint about physical supply, metering, network performance or a supplier’s tariff may need to be considered by the relevant supplier. We will tell you when that applies and provide reasonable account information needed for the complaint.
16.3 Using our complaints process does not prevent you from exercising legal rights, obtaining independent advice or approaching an external body that has jurisdiction.
17 Other legal terms
17.1 We may transfer this agreement to another organisation only if doing so does not reduce your contractual rights. We will give written notice. You may not transfer the agreement without our written agreement, except where the law permits.
17.2 If a court finds part of these terms unlawful or unenforceable, the remaining terms continue to apply.
17.3 A delay in enforcing a right does not waive that right.
17.4 Only the lead tenant and Boxed Bills may enforce this agreement, except where legislation gives another person a right.
17.5 The law of England and Wales applies. A consumer living in Scotland or Northern Ireland may bring proceedings in the courts available to them under applicable law.
17.6 Notices under this agreement may be sent by email to the addresses recorded in the order confirmation or, for notices to Boxed Bills, to hello@boxedbills.co.uk. Each party must keep its contact details up to date. A notice takes effect when it is received. This clause does not restrict any other method of giving notice that the law requires or permits.
Contact information
Boxed Bills LTD | Company number 17074871
Email hello@boxedbills.co.uk | Telephone +44 7466 674 984