Must Holiday Home

Supply activation, except when it follows a change of customer or a new activation, will take place on the first available date after the Contract is concluded. The activation date will be stated on the first bill. For a change of customer, the effective date of the change may not be earlier than 4 working days after the change request date, which means the date on which the Customer sends the Supplier the fully completed and signed documents. For a new activation, supply will be activated within the timeframes set out in Resolution No. 646/2015/R/eel of 22 December 2015, as subsequently amended and supplemented.

The Customer may terminate unilaterally and without charge at any time in order to change Supplier, including for only one supply, by giving the incoming Supplier, when entering into the new contract, a specific mandate to terminate on the Customer’s behalf the contract in force with MustEnergia. If activation of the supply by the new Supplier is delayed, MustEnergia will continue to apply the same economic and contractual conditions currently in force. If the Customer intends to end the supply (that is, terminate without switching to another supplier), they must send a notice of termination directly to Must Energia, with 1 (one) month’s notice starting from the date the notice of termination is received. All notices of termination and/or cessation referred to in this article must be sent directly to Must Energia through one of the following channels: - PEC to the certified email address: clientimustenergia@pec.it - registered letter with return receipt to: Via Giuseppe Brini 47/B – Bologna (BO); - personal area on the website: www.mustenergia.it; - personal area in the application.

The product validity period is 12 months from the supply activation date or from the date on which the change to the product applied to an already active supply takes effect. At the end of the validity period, a proposal to renew the economic terms, with changes to those terms, will be sent by Must Energia to the customer at least 3 months before the end of their validity period. The customer retains the right to terminate in accordance with the procedures set out in the General Terms and Conditions of Supply. The duration of the new technical and economic terms will be stated in the renewal proposal. If Must Energia does not send the customer a new proposal, the technical and economic terms will be deemed extended for a further 12 months; likewise, if no new proposal is sent, they will be extended in successive 12-month periods for the entire duration of the contract.

The Customer may submit written complaints to the contact details shown on bills and on the Supplier’s website, by completing the complaint form or by letter, including the minimum required information. If the Customer has submitted a complaint relating to the Contract and the Supplier has not replied or has provided a reply the Customer considers unsatisfactory, the Customer may use the Authority’s Conciliation Service free of charge (https://www.arera.it/it/consumatori/conciliazione.htm). If you are a vulnerable customer, as defined by current legislation, you may choose the supply terms and conditions set by the Regulatory Authority for Energy, Networks and Environment instead of the offer described in this Information Sheet. For general information about your rights, including sellers’ universal public service obligations, and about the Commercial Code of Conduct, which sets specific rules for sellers’ conduct, visit the Regulatory Authority for Energy, Networks and Environment website at www.arera.it or call the toll-free number 800.166.654.

A Customer who holds a domestic-use POD and qualifies as a consumer under Article 3 of the Consumer Code may withdraw from the contract without giving a reason within 14 (fourteen) days from the date the contract is concluded. This 14-day period is extended to 30 days for contracts concluded during unsolicited visits by the Supplier to the Customer's home or during excursions organised by the Supplier to promote or sell products to Customers. To exercise the right of withdrawal, the Customer must notify the Seller in the manner set out in the CGF. The Customer may still ask the Seller to perform the contract before the withdrawal period has expired. This request may bring forward the start of supply compared with the timeframes normally applied by the Seller, but does not necessarily guarantee that supply will start within the withdrawal period. In this case, the Customer may still exercise the right of withdrawal but must pay any costs already incurred by the Seller, in an amount equal to the fixed charge applied by the enhanced protection service provider in the cases set out in Article 11 of the TIV, if supply has not started. If supply has started, the Customer must pay any supply charges provided for in the contract up to the time supply ends.

Bills will normally be issued based on actual consumption recorded from the Customer’s meter reading or, failing that, reported by the Customer through a meter self-reading. If neither an actual reading nor a self-reading is available, the Seller may issue bills based on estimated consumption, using these criteria: the annual consumption stated by the Customer in the Supply Request, assuming consumption is constant each month over 12 months; failing that, estimates determined by the Seller, also based on information provided by the Distributor.

If payment is late beyond the deadline shown on the bill, interest on the unpaid amounts will accrue for each day of delay starting the day after the due date, at an annual rate equal to the European Central Bank's official reference rate plus 3.5%, together with charges for the administrative handling of reminders and debt recovery under the applicable regulations. In all cases of non-payment, including partial non-payment, the Supplier may first suspend the POD after giving the Customer written notice, as provided for by Resolution No. 4/08 Arera, as subsequently amended and supplemented. If the meter's technical conditions allow, suspension of supply will be preceded by a 15 (fifteen)-day period during which power will be reduced to 15% of the available power. For suspension and reconnection activities, the Customer will be charged the fixed contribution covering commercial costs payable to Must Energia and, where applicable, all contributions payable to the Distributor.

For information about applicable taxes, consult the Italian Revenue Agency at https://www.agenziaentrate.gov.it and the Agency for Excise Duties, Customs and Monopolies at https://www.adm.gov.it/portale/.

The “MUST HOLIDAY HOME” offer is exclusively for new domestic end customers who hold a low-voltage Withdrawal Point for non-resident domestic use and activate supply online by opting for payment by bank or postal direct debit and web bill.

The "MUST HOLIDAY HOME" offer guarantees that the energy fed into the grid is certified as renewable. The supplier will procure and cancel Guarantees of Origin to certify the entire quantity of electricity consumed annually by the Customer, in accordance with ARERA resolution ARG/elt 104/11 s.s.m.i., ensuring that the supply contract complies with the regulations established by ARERA on the matter.