Start Green Casa Élite- Flex

Supply activation, except where it follows a change of account holder or a new activation, will take place on the first available date after the Contract is concluded. The activation date will be shown on the first bill. In the case of a change of account holder, its effective date may be no earlier than 4 working days after the request date, meaning the date on which the Customer sends the Supplier the fully completed and signed documentation. In the case of 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 withdraw unilaterally and without charge at any time to change Supplier, including for only one supply, by giving the incoming Supplier, when entering into the new contract, an appropriate mandate to withdraw on the Customer’s behalf from the contract with Must Energia. If activation of supply by the new Supplier is delayed, Must Energia will continue to apply the same economic and contractual conditions currently in force. If the Customer wishes to end the supply (that is, withdraw without switching to another supplier), the Customer must send Must Energia a withdrawal notice directly, giving 1 (one) month’s notice from the date the withdrawal notice is received. All withdrawal and/or termination notices under this article must be sent directly to Must Energia through one of the following channels: certified email (PEC) to clientimustenergia@pec.it; registered mail with return receipt to Via Giuseppe Brini 47/B – Bologna (BO); the personal area of www.mustenergia.it; or the 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 holding a domestic-use PDR who 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 day the contract is concluded. This 14-day period is extended to thirty days for contracts concluded during unsolicited visits by the Supplier to the Customer's home or during excursions organized by the Supplier to promote or sell products to Customers. To exercise the right of withdrawal, the Customer must inform the Seller as specified in the CGF. The Customer may ask the Seller to perform the contract before the withdrawal period has expired. This request may bring the start of supply forward compared with the Seller's usual timeframes, but does not necessarily guarantee that supply will start within the withdrawal period. In that 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 under 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 due date shown on the bill, late payment interest will apply to unpaid amounts for each day of delay starting the day after the due date. The annual rate will equal the official reference rate set by the European Central Bank plus 3,5%, in addition to administrative costs for payment reminders and debt recovery under current regulations. In all cases of non-payment, including partial non-payment, the Supplier may first suspend the PDR after giving the Customer written notice, as provided for by Resolution No. 4/08 Arera, as subsequently amended and supplemented. For suspension and reactivation, the Customer will be charged a fixed contribution to cover Must Energia's commercial costs 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 “START GREEN CASA ÉLITE - FLEX” offer is for household end customers (hereinafter, the Customer) who hold a Gas Redelivery Point for Household Use.