General Terms and Conditions for the Smart control of Heat Pumps

1. General

These terms and conditions describe the terms and procedures applicable to agreements between Helen Ltd (hereinafter Helen) and the user of the Smart control of Heat Pumps (hereinafter the Customer) concerning the Smart control of Heat Pumps (hereinafter the Service).

2. Duration of the Smart control of Heat Pumps

The Customer receives the Service free of charge if the Customer has a valid electricity agreement with Helen at the property where the heat pump(s) is/are smart-controlled. The free period is valid until further notice.

At the commencement of the use of the paid version of the Service, there is a 30-day free trial period, after which the actual contract period with notice periods begins.

The agreement is valid until further notice, unless otherwise agreed. The Customer may terminate a contract valid until further notice with a notice period of thirty (30) days, unless otherwise agreed. Interrupting or discontinuing the use of the application does not terminate the agreement; Helen does not monitor application usage data on a per-customer basis.

If the Customer has chosen the Service with a monthly fee, the agreement is valid until further notice in one-month billing periods. In a termination situation, the Customer may be charged until the end of the current billing period, and charges relating to the billing period will not be refunded. In this situation, the Customer may use the Service until the end of the billing period (e.g.: The agreement enters into force on 1 January and the Customer sends a notice of termination on 15 March. The agreement ends on 15 April, but the Service is available and will be invoiced until the end of the current 1-month billing period, i.e. until 30 April.).

If the Customer has chosen the Service with an annual fee, the agreement is valid until further notice in 12-month billing periods. The Customer has the right to terminate the Service with a 30-day notice period, in which case the Customer will be charged for the Service usage fees accrued and accruing up to the termination date of the agreement.

The Customer must terminate the Service by sending an email to asiakaspalvelu@helen.fi.

The Customer's order remains automatically in force and a new billing period begins until the Customer exercises their right to terminate the agreement. The Customer agrees that we will invoice the next billing period in accordance with the agreement.

Helen has the right to terminate a contract valid until further notice in writing with one month's notice, unless mandatory legislation provides otherwise.

The entry into force and validity of the agreement require that

1. The Customer's property has a functioning internet connection used by the remote control
2. The Customer activates the Service Provider's free application 
3. The Customer connects their heating device to the Service Provider's service 

3. Delivery of the Service

Helen Smart control of Heat Pumps is a service for consumer customers that anyone can order via Helen's website. Helen provides the Service in cooperation with Kapacity.io (hereinafter the Service Providers). The purpose of the Service is to optimise the heating needs of the Customer's property and to direct the required heating using the most affordable electricity exchange prices. The exception is the Smart Savings Agreement, where the required heating is directed according to the more affordable times of day under the Smart Savings Agreement, not according to electricity exchange prices. The savings estimates announced by Helen refer to potential savings, and Helen cannot guarantee that the Service will generate actual savings. The Customer's heating costs depend on several variables, such as electricity consumption habits, desired temperature, bathing habits and the price of electricity.

The Service's functionality is based on a direct connection between the Service Provider's application and the heating device. The Customer must create credentials in the Service Provider's application when taking the service into use. When setting up the smart control of heat pumps, the Customer also needs the credentials created in the heat pump manufacturer's portal.

Helen transmits the Customer's personal data (name, address, email, phone number, contract number, product information, any order codes) to Kapacity.io so that the Customer gains access to Helen's contract prices for the use of Kapacity.io's services. Helen receives consumption data generated by the use of the Service from Kapacity.io. 

The delivery of the Service is described below.

The Service Providers continuously develop and improve the service, but are not obliged to make changes to the service as a result of changes made by heat pump manufacturers to their own systems.

The Service Providers continuously develop and improve the service, but cannot promise that heat pump manufacturers' systems will be compatible with the Service. This may affect the Service's operation with certain device brands, and the Service Providers cannot guarantee the continuous operation of the service, even if the device was compatible at the time of commissioning.

4. Pricing and Billing of the Smart control of Heat Pumps

Helen charges a monthly or annual fee for the Service for the period during which the Customer uses the service, provided the Customer does not have an electricity agreement with Helen at the property being smart-heated. The Customer selects the billing period when ordering the Service. The current pricing is published on Helen's website. The price of the Service is valid until further notice.

The Service is invoiced monthly or annually in arrears in accordance with the billing period selected by the Customer. Helen has the right, for justified reasons, to require advance payment from the Customer for the use of the Service at the time of entering into the agreement or later during the term of the agreement.

5. Changes to the Terms and Conditions and Prices

Helen may amend the terms and conditions or the service fee referred to in clause 4. Pricing and Billing of the Smart control of Heat Pumps by notifying the Customer of this 30 days before the change enters into force. If the Customer does not accept the change, the Customer has the option to terminate the Service in accordance with what has been agreed above in clause 2. Duration of the Smart control of Heat Pumps.

Helen will notify the Customer of these changes by sending a notification by email, text message or letter. It is the Customer's responsibility to ensure that Helen has up-to-date contact details.

Legislative or regulatory measures, such as increases, reductions, imposition or removal of taxes and public charges, are taken into account in pricing from the date on which the obligation to pay the tax or charge arises or another regulation or order enters into force. Helen will notify the Customer of the change when the exact impact of the change on the price is known, but no later than in connection with the first invoicing after the change. 

6. Liability for Damages

Helen is not responsible for the functioning, availability, interruptions in use, connections or devices related to use, functioning of the application, or for damages caused by the use of the application or disruptions. The Customer enters into a separate agreement on the use of the application with the application provider, in which the parties' liabilities and obligations for damages are agreed in more detail. 

Helen is not obliged to compensate service fees or terminate the agreement if the Customer uses the application in violation of the application provider's terms or breaches the terms and conditions between the Customer and the application provider. However, Helen has the right to suspend the delivery of the service if the application provider notifies of a breach of the terms between the provider and the Customer. 

Disputes in these situations are resolved in accordance with the terms and conditions between the application provider and the Customer.

7. Customer Service

Our customer service assists with matters related to the use of Smart control of Heat Pumps. The primary contact channel is email to alylammitys@helen.fi. Customer service for smart controls can also be reached by phone at 09 6178064.