For the purposes of the Online Rules below, Online Account Management refers to your customer portal on our website, namely the ‘Hero Hub’.
12.2 All Outfox customers must use Online Account Management and you therefore agree to follow these Online Rules:
You will provide an email address for receiving communications from us, including those mentioned below.
You will receive all communications from us electronically, including bills, price changes and other information about your account, or notices we need to send you under this contract or our supply licence. We may send this information to you via your Hero Hub or your nominated email address. There is no option of paper billing with Outfox the Market.
You will provide meter readings when prompted before you come on supply with us, and once a month thereafter, using your Hero Hub, email or webchat only.
You will manage your direct debit using your Hero Hub only.
You will request any refunds using email/web chat only.
You will update or change your personal details using email/web chat only
You will renew your contract using email/web chat only (if you decide to renew).
You will use your Hero Hub, email or web chat only to find out information about your account (including tariff and rate information, statements, charges and usage).
You will manage all aspects of your account by either using the Hero Hub, email or web chat, not via post or the phone which should be used as a last resort or in the case of making one off payments.