Terms and Conditions of Service

1. Agreement and scope

These Terms and Conditions form a legally binding agreement between you and Dpower Pack when you request, receive or use our energy supply or any related service such as network connections, advisory assistance, planned upgrades or online account features.

By opening an account, signing a service document, paying an invoice or using our services you confirm that you have read, understood and accepted these terms. Separate product schedules, tariff documents or local regulatory requirements may apply in addition to this page.

2. Eligibility and account setup

To open or maintain a Dpower Pack account you agree that:

• You are at least the legal age of majority in your jurisdiction or are properly authorised to act on behalf of a business, institution or property owner.
• All information supplied to us is accurate, complete and kept up to date, including ownership or lease details, contact information and any regulatory licences that apply to your site.
• You will inform us promptly if circumstances change in a way that may affect safety, billing or service eligibility.

We may request documents that confirm identity, authority or property rights. In some cases we may be unable to provide service until verification is complete.

3. Services we provide

Dpower Pack delivers electricity and related services within the service territories that we operate. Our activities can include, where available:

• Connection of new premises to the network, including planning, design and commissioning support.
• Ongoing supply of electricity to residential, commercial, industrial and public sector customers.
• Network maintenance, upgrades and infrastructure investment to help keep supply reliable.
• Customer support, billing services, online portals and advisory guidance about usage, tariffs and energy planning.

The level of service, tariffs and specific technical arrangements at your site are defined in the applicable tariff schedules and any written service confirmation issued for your account.

4. Your responsibilities as a customer

To help keep our network safe and reliable you agree to:

• Use the service only for lawful purposes and in line with the technical limits for your connection, including approved capacity and load characteristics.
• Maintain internal wiring, equipment and appliances in a safe condition and arrange inspections where required by local codes or standards.
• Protect meters and other Dpower Pack equipment from damage, tampering or unauthorised access and notify us immediately if you suspect a fault or interference.
• Provide accurate meter readings where self-reporting is required and allow us to access meters or equipment for reading, inspection, replacement or disconnection when reasonably necessary.
• Follow safety instructions during planned works, emergency events or severe weather situations.

5. Billing and payment

Charges for energy and related services are calculated in line with the tariffs and fees that apply to your account type. Invoices are issued on a regular schedule or as otherwise agreed in your service documents.

• Payment due date. Each bill shows a due date. Payment needs to reach us by that date using one of the accepted payment methods listed on your invoice or portal.
• Late or missed payments. If we do not receive full payment by the due date we may apply late payment fees, interest or other charges permitted by law and may start collection activity or service limitation procedures.
• Security deposits. In some cases we may request a deposit or guarantee. Deposits are held in line with regulatory rules and may be applied to unpaid balances on closure.
• Billing disputes. If you believe a bill is incorrect contact us as soon as possible. We will review the charge and explain our findings. You must still pay any undisputed portion by the due date.

6. Outages, interruptions and maintenance

Dpower Pack works to provide reliable service, but electricity supply can be affected by planned work, equipment failure, weather events, accidents or other circumstances outside our direct control.

• We may temporarily interrupt service to perform maintenance, repair faults or respond to emergencies. Where practicable we provide advance notice of planned interruptions using reasonable communication methods.
• During an outage you are responsible for protecting equipment and data at your premises, including using surge protection, backup systems or other measures appropriate for your operations.
• Unless required by law, we are not responsible for loss of income, data, production or other indirect losses that result from interruptions or variations in supply.

7. Access to premises and equipment

Meters, transformers, poles and other equipment used to supply your premises may remain the property of Dpower Pack or our contractors even when located on private land.

• You grant our authorised representatives safe and reasonable access to your premises for meter reading, inspection, maintenance, replacement, disconnection or reconnection activities.
• You agree not to block, relocate or modify Dpower Pack equipment without written authorisation.
• Where access is denied or unsafe we may estimate consumption, postpone work or, in serious cases, suspend supply until the issue is resolved.

8. Data, privacy and communications

We collect and use personal or account information in line with the Dpower Pack Privacy Policy available on our website. By using our services you consent to that use.

• We may use your contact details to send service updates, safety alerts, outage notifications and information about your account.
• Some communications, such as legally required notices or critical safety messages, may be sent even if you have opted out of marketing.
• Aggregated or anonymised usage data may be analysed to improve network planning, reliability and customer support.

For details about categories of data, storage periods and your privacy rights please review the separate Privacy Policy page.

9. Intellectual property and website use

All content, trademarks, logos, designs and software on the Dpower Pack website or portals are owned by Dpower Pack or our licensors and are protected by intellectual property laws.

• You may view and print information for your own records but may not copy, modify or distribute content for commercial purposes without written permission.
• Any feedback or suggestions you provide may be used by Dpower Pack without obligation to you.

10. Prohibited uses

You agree not to use our services, network or online tools to:

• Bypass or interfere with meters, safety devices or network controls.
• Engage in fraudulent activity, unauthorised reselling or redistribution of power where not permitted.
• Introduce malware, attempt unauthorised access to systems or disrupt other users of our services.
• Violate applicable laws, regulations or grid codes that govern energy use at your site.

11. Liability, warranties and indemnity

To the extent permitted by law our services are provided using reasonable skill and care but without any guarantee that supply will be uninterrupted or entirely free from variations in voltage or frequency.

• Dpower Pack is not liable for indirect, incidental or consequential losses such as lost profits, business interruption or loss of data that arise from use of our services or from outages.
• Our total liability in any claim related to these terms is limited, where allowed by law, to the amount you paid for the relevant service during the billing period in which the event occurred.
• You agree to indemnify and hold harmless Dpower Pack from claims or damages that arise from your breach of these terms, misuse of the service or violation of rights of third parties.

12. Changes, suspension and termination

We may update these terms, tariffs or service features when required by operational needs, regulation or market conditions.

• When changes are material we provide notice using reasonable methods, which may include email, bill messages, portal alerts or website updates.
• If you continue to use the service after the effective date of changes you are considered to have accepted them.
• We may suspend or disconnect service where allowed by law, including for non-payment, unsafe conditions, unauthorised use or serious breach of these terms.
• You may request closure of your account in line with the procedures and notice periods that apply in your area, subject to payment of outstanding amounts and any applicable fees.

13. General provisions

• Governing rules. These terms operate alongside local laws and regulatory frameworks that apply to energy services. If a section of these terms is found invalid, the remaining sections stay in effect.
• No waiver. If we do not immediately exercise a right under these terms this does not mean we waive that right.
• Assignment. We may transfer our rights or obligations under these terms as part of a corporate reorganisation or asset transfer where permitted by law. You may not assign your account without our consent.
• Entire agreement. These terms, together with any applicable service documents, tariffs and regulatory conditions, represent the full understanding between you and Dpower Pack regarding the services described.

14. How to contact Dpower Pack about these terms

If you have questions about these Terms and Conditions or wish to exercise rights that relate to your account, please contact us using one of the options below.

• Phone: Toll Free +1 888 611-5869
• Website: Use the contact forms available at dpowerpack.com
• Mail: Address details and regional office information are listed on our Contact page.

When you reach out, include your account number and a clear description of your question so that our team can respond more quickly.