1 OVERVIEW
1.1 The following terms ("Terms") apply to any use by the customer ("Customer") of the website www.my-supplier.uk ("Website"), which is owned and operated by Lytepass Ltd ("Lytepass") Company No. 14939246 . Customers should carefully read and agree to these Terms prior to completing any order on our website.
1.2 By using this service the Customer accepts and agrees to be legally bound by these Terms and acknowledges that My Utility, as the owner and operator of the Website has the right to amend or change these Terms at any time; at its sole discretion. Any changes made will take effect immediately; the date of said changes will be clearly marked within these Terms.
1.3 In certain circumstances Lytepass may offer additional promotions and/or services that coincide existing offers. If so, you will be prompted to view such additional terms and conditions on our Website at the time of such purchase(s) and those terms and conditions will apply in addition to these Terms.
1.4 All materials on the Website and all intellectual property rights are owned and/or controlled by Lytepass and/or its licensors. All material on the Website is protected by copyright. Permission is granted only to electronically copy and/or print in hard copy portions of the Website for personal non-commercial purposes. Any other use of the materials on the Website (including but not limited to making such material available on any other website, online service, bulletin board or networked computer environment) is strictly prohibited without permission from Lytepass and/or its licensors.
2 OUR SERVICES
2.1 Change of address services
Lytepass offers a range of consultancy and administration services in relation to change of address services this includes:
• Updating of address details with many suppliers
• Changes to existing accounts details
2.2 By placing an order with Lytepass and agreeing to these Terms you give Lytepass permission to use the personal details provided by you the Customer to act on your behalf as an agent with the chosen suppliers.
This permission extends to acting on your behalf as an agent when updating your personal and/or address details with chosen suppliers. In order to provide our services we will ask you the following details (including but not limited to): Account holder name, account number(s), old and new property address, registered email address and date of birth. Lytepass will only ever use the details given to provide the services listed above in accordance with these Terms. Please see section [5] Data Protection & Privacy Policy for more information.
2.3 Each of the services we offer incurs an administration fee of either £16.50 with additional fees of £3 per additional supplier; administration fee (depending on service) for processing of the service requested on your behalf with your chosen suppliers
2.4 The maximum term you can use our service in advance of your moving date is 3 months.
2.5 Once an order is placed via our Website, Lytepass will provide confirmation of the order via email, to the email address supplied by the Customer. This confirmation will include a breakdown of the service we will provide and a timescale for completion. The Customer will then receive official confirmation of the order placed via email within 24 hours of placing an order.
2.6 The benefits of our service include additional detailed information and guidance provided to support our Customers when updating personal details and/or addresses with various suppliers.
2.7 Suppliers details
My Utility's database includes many common supplier details, we aim to keep our supplier details as up to date as possible, however we cannot be held responsible for suppliers changing, address or trading names while we hold information. We will carry out regular audits of the information we hold to ensure that it is as up to date as possible.
2.8 Once a Customer requests our services correspondence will be sent to each supplier one by one using contact details that we hold on file for the suppliers/companies in question.
2.9 Delivery of correspondence
All correspondence in relation to change of address updating services, will be sent via 2nd class post and will include all relevant information applicable to said supplier in each instance, this will include additional information provided by the customer at the time of the order, if applicable.
In accordance with our payment provider and to prevent fraud one the addresses as either previous or moving to address much match the billing address of the card used by the Customer.
2.10 Premium Rate Call Services
We offer premium rate number services that provide call connection to the TV Licensing Authority in relation to enquiries regarding TV Licences that cannot be provided by Lytepass Ltd, these numbers charge a fee per minute which will be displayed clearly both on our website and via recorded messages. Please note that these numbers are only to be called by consumers over the age of 18, consumers must also have the bill payers permissions before calling.
Premium Rate Number Services are provided by Lytepass Ltd. If you wish to contact us regarding our premium rate number services our customer service number is: 020 3600 0110.
3 REFUNDS & RETURNS
3.1 Admin services
As a third party provider we charge an administration/service fee, this fee is a processing fee for the services we provide in relation to change of address services for requested suppliers.
3.2 Refunds prior to services rendered
If a refund request is made, the following conditions must be met:
Refunds requests must be made within 7 days of placing your order, either by email or live chat via our website.
Refunds requests must also be made prior to our services being provided, this includes processing of your change of address and sending of correspondence to chosen suppliers as per your request.
If both of the above conditions are met then a full refund of the card fee(s) paid will be returned to the original payment card within 3-4 working days.
Premium Rate Services
Lytepass Ltd offer call connection services via premium rate numbers. If you feel that any of our premium rate number services have not provided you with a worthwhile and accurate service you can request a refund of the call charges by writing to: 4th Floor 18 St. Cross Street, London, London, United Kingdom, EC1N 8UN or by emailing contact@my-supplier.uk. Please note that in order for a refund to be processed you must also include a copy of the phonebill clearly showing the charge amount for our number service on your bill, Lytepass Ltd will then issue a full refund within 7 days via bank transfer.
4 LIABILITY
4.1 Change of address services
Lytepass will endeavour to provide services to a reasonable standard in accordance with these terms, and will supply the Customer with confirmation of the order placed along with timescales and confirmation of orders via email to the Customer.
4.2 Once our services have been provided and we have actioned the correspondence on your behalf (at your request), we are unable to accept any liability for the following:
Prosecutions by companies against you the Customer in relation to your incorrect address due to the Customer providing incorrect information to Lytepass when using our third-party services. This includes but not limited to: correct licence holder name, correct addresses or incorrect payment/account details.
We are also unable to accept any responsibility if you have failed to pay your suppliers fees, such as but not limited to monthly fees, settlement fees or previous or current bills due.
4.3 You the Customer understands that once we have provided our services, sent the correspondence to your select suppliers and a set amount of time has elapsed since placing an order that refunds will be limited, please see refunds section [3.0]
4.4 Delivery of correspondence
The correspondence in relation to your order will be sent via 2nd class post within 1-3 working days (however there are instances which can effect the delivery time of said correspondence due to circumstances outside of our control which include but are not limited to: adverse weather conditions or postal delays), then this new time frame will be stated either verbally by phone, or in writing via email.
4.5 The Customer understands that Lytepass is unable to accept responsibility for the following:
a) If the Customer has supplied incorrect address details for both prevous and new properties at the time of placing the order.
b) If the Customer has chosen an incorrect supplier, to whom they did not have an active account.
The Customer also understands that if any of the above conditions are met, that this could cause delays or issues with the services not being provided as stated by My Utility.
5 DATA PROTECTION & PRIVACY POLICY
5.1 It is a requirement of the services we provide to hold information in relation to specific services or products you wish to purchase.
5.2 In accordance with the GDPR regulations please see our detailed Privacy Policy, which makes it more clear how we gather, store and process your data in relation to the services that we provide. We require that you read and agree to this policy prior to using our services on our website.
5.3 When placing an order via our website you will automatically be added to our mailing list, from which we may occasionally send you information in relation to but not limited to offers and promotional material. You are able to un-subscribe from our mailing list at any time.
5.4 We regret that due to the services that we offer we are only able to provide our services or sell goods to adults aged 18 years and over who either are or have the authority to act on behalf of customers to update suppliers for those who are eligible or have authority to do so.
These terms & conditions were last updated 20/06/2023