After that initial 14 days, your 12 month contract can still be cancelled but will incur a one-off cancellation fee of £30 plus £30 per remaining month in the contract. This is because often we will be in a contract on your behalf – for instance with Internet – which we may not be able to leave. For example, if you cancel in month 10, you’d pay £30 + 2 months at £30 each = £90 total for the account.

If you think you’ll need a shorter contract, please let us know as we may be able to agree to a shorter-length arrangement with you.

You can see full details of the fees and any other details in the Goodlord Bills Terms and Conditions.

If you are outside the 14 day cool-off period and are considering cancellation, please contact us as soon as possible via chat or email at support@heyacasa.com to discuss your options.

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The energy in your Goodlord Bills quote is effectively unlimited; the amount you pay will not change month-by-month based on normal usage in your home. However, there are two situations in which the price may change;

• First, we have a “fair usage” clause in the Goodlord Bills Terms and Conditions which means that if your usage is unreasonably high (eg. if you leave the heating on 24/7 all year) then we reserve the right to increase your monthly price to account for this. We’re confident that a very small minority of users may be abusive and hit this limit; it’s designed so that you’ll never hit this limit unless your usage is very excessive.

• Second, we reserve the right to update the monthly pricing if the energy markets change by an amount that we cannot accommodate; this means that if energy prices across the market become so high that we would not be able to retain our ability to provide the service to you, we may need to pass this cost on to you via an increased monthly price.

• Your energy usage will be assessed, and payment may be adjusted (as with other energy suppliers) to ensure that you are only billed for the energy that you use. At the end of the contract, you will be refunded for any payments you made for unused energy.

Internet

For the internet part of the package, there are absolutely no additional fees based on usage; it’s unlimited.

Water

For water,  if you’ve got a water meter then the water supplier will take readings (usually without any involvement from you) but – as with energy – your payment won’t change . The same fair usage policy applies to protect us if you use an excessive and unreasonable amount of water.

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You should not setup services with another supplier, and should only pay Goodlord for services included in your package.

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The contract length is 12 months and your package will be renewed automatically at the end of 12 months unless cancelled.

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Once your order is complete, Water and Energy are supplied through Goodlord from the start of the tenancy (backdated if you’ve ordered within 60 days of the start of the tenancy).

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Gas Emergency – call 0800 111 999 if you smell gas or know of a gas leak.

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