Our customer service is open online and by telephone, the customer service desk at Helsinki, Kamppi is closed until further notice.
Terms of supply for Renewable District Heat
The prices and terms are valid as from 3 June 2020
3.40 €/month, incl. VAT 24 %
The Renewable District Heat energy product is intended for consumer customers living in a property connected to the district heating network of Helen Ltd. A consumer customer is a natural person who purchases the product primarily for a use other than business or trade.
For a monthly charge, the customer will receive their district heat produced with renewable energy sources. Helen Ltd is responsible for the production of the product and the verification of the origin of its energy source.
The price is valid until further notice. The price is inclusive of VAT and it corresponds to the price list currently in force.
Delivery and Contract Term
The Renewable District Heat energy product is intended for consumer customers living in a property connected to the district heating network of Helen Ltd. The contract is drawn up in an electronic form or by phone. The contract enters into force immediately on receipt of the confirmation of contract. The confirmation is deemed to have been received with immediate effect if sent electronically, and within 7 days if sent by post. The order confirmation states the time when the contract enters into force and contains the individual contract terms, these terms, and details of the consumer's comment period. The contract remains in force until further notice.
The period of notice for the customer and Helen Ltd is 30 days. The contract may be ended by giving notice of termination or cancellation. The parties are entitled to cancel the contract if one party is in material breach of their contractual obligations and does not rectify the breach within a reasonable period notified in writing.
The billing takes place in conjunction with the billing for the customer’s regular electricity contract. Customers who do not hold electricity contracts with Helen Ltd will be billed for the product four (4) times a year. The customer is obliged to pay the bill by the due date stated on the bill. There must be a period of at least two weeks between sending the bill and the due date. The bill is sent to the billing address provided by the customer. The customer is responsible for paying the bill regardless of the address to which they have requested the bill to be sent. Helen Ltd reserves the right to charge interest on any late payments in accordance with the Interest Act, starting from the due date.
A reminder, which is subject to a charge, cannot be sent until two weeks after the original due date at the earliest. A charge for sending a written payment reminder may be added in accordance with the current price list. The customer is obliged to notify any changes having an impact on the contract with respect to, for example, the customer or the billing address or another address that the contracting parties have agreed to be used for sending confirmation, price change and other notifications by Helen Ltd. The customer may not transfer the contract to a third party. Helen Ltd reserves the right to transfer the contract to another vendor. The customer must be notified of the transfer in connection with the first bill at the latest.
Right to Cancel in Cases of Distance Selling under Consumer Protection Act
Under the Consumer Protection Act, the customer has the right to cancel a contract within 14 days.
The cancellation deadline is 14 days from the date the contract was signed. To exercise the right to cancel, the customer must give notice to Helen Ltd (name, metering point address, metering point number, and, if available, telephone number and email address) of their decision to cancel the contract in an unambiguous manner (e.g. by letter or email). To comply with the cancellation deadline, it is sufficient if the customer sends the notice of exercising the right to cancel before the cancellation deadline. When Helen has received the notice of cancellation, the contract is terminated.
Amending the Contract Terms and Prices
Helen Ltd reserves the right to change the contract terms and prices if there is a special reason for it, owing to a material change in circumstances or a review of outdated contract and pricing arrangements. Helen Ltd shall notify the customer of how and when the prices or other contract terms will change and the reason for the change. The notification shall also state whether the customer is entitled to terminate the contract. If the reason for the change is other than an amendment to legislation or a decision by the authorities, the change may not take effect before 30 days from the date the notification was sent. The notification is primarily sent by email, but it can also be sent to the customer's billing address or to another, separately agreed address. The notification may be enclosed with the customer's bill, for example.
Helen Ltd reserves the right to change the prices and other contract terms as from the date when the change or decision enters into force, if the change is based on an amendment to legislation or a decision by the authorities, which Helen Ltd has not been able to take into account when drawing up the contract. Helen Ltd is also entitled to change prices and other contract terms on the basis of legislation or a decision by the authorities that has been known at the time of drawing up the contract, provided that the increase or change of the terms does not materially change the substance of the contract. Helen Ltd reserves the right to make such minor changes to the contract terms that do not affect the substantive content of the contractual relationship.
When moving to a different address, customers must themselves update the product to correspond to the changed circumstances, should they so wish.
Disputes arising from the contract shall be settled in the Helsinki District Court. However, the customer is always entitled to bring an action before a district court of their place of residence in Finland or refer the matter to the Consumer Disputes Board.
If Helen Ltd is unable to reserve the volume of renewable district heat per year as purchased by all the customers, rebates and continuation of the contract shall be agreed separately with the customer.