Whether you’ve bought Hive with professional installation or to install yourself, here’s everything you need to know about your purchase.

Website Terms of Use

Please read these terms and conditions carefully

By using the website you show you are agreeing to keep to these terms. If you do not accept our terms, please do not use the website. To print these terms and conditions, select 'file' from your toolbar and then 'print'.

Page last updated in June 2017.

Accessing your account

You must provide us with your email address and a password so that you can log on to our Internet service and access your account details. When you use your email address and password you are authorising us to carry out all the instructions you have given us on this site.


We will only allow you to log on and use the online account section of the site if you use your email address and password. For your protection, if you enter your email address and password incorrectly three times, we will block access to your account. If we block your account you will need to phone us on the number below so that we can reactivate it. You must make sure that nobody else knows your password, even one of our customer service advisors. Please do not write it down. If you think that somebody may know your password, you can change your password immediately through the website or by phoning us on the number below.

Contacting you

You must give us a valid and up-to-date email address. If you change your email address, you should let us know immediately through the 'Your Account' section.

Contacting us

When your account is set up and you are logged in, you can contact us via webchat or if you would prefer to phone us about your online account, you can call our contact centre on 016110189.

Unused, lapsed and duplicate accounts

We have the right to discontinue or delete your accounts where you have:

  • set up more than one online account (duplicate accounts) for the same supply;

  • not used your accounts for longer than 12 months (unused or lapsed accounts); or

  • set up an account with an invalid email address.

Where possible we will contact you by email when we discontinue any accounts. If we close or delete your online account, you can ask us for a new online account at any time.


We have the right to remove or to stop supplying any product or service on this website at any time and without giving notice. If we remove a product or service, we will not be responsible to you.

Applying for products and services

We can change the prices and details of products and services (and any offers) shown online without giving notice. We can only provide products and services if they are available and we cannot guarantee that they will be. Any details of products and services on this website are not an offer to sell or buy the products or services by the relevant company. The company advertising the products or services concerned may decide to accept or reject your offer.

Business use

This website is for personal use only. If you use any of the services on this website for business use, we may charge you.

Changes to terms and records of agreements

We have the right to change these terms and conditions at any time by putting the changes on the website. It is your responsibility to read the website terms and conditions regularly to make sure you are aware of any changes. If you use this website after we have made a change, we will take this to mean you have accepted the revised terms and conditions. We recommend that, from time to time, you print off and keep a copy of these terms and conditions and a copy of any terms and conditions relating to any product or service you apply for online, together with any related application form which you have filled in. We or, if appropriate, the company you have a contract with must agree, in writing, any change to the terms and conditions.


Although we have taken care in preparing of the contents of this website, we do not endorse any of the information, names, images, pictures, logos, icons and so on relating to Centrica Connected Home or the Centrica group of companies, or their products and services for any other organisation's products and services. Also, we do not provide any warranties of any kind. This includes suggestions that a product or service will be:

  • of satisfactory quality,

  • fit for a particular purpose,

  • legal,

  • compatible with equipment you already have,

  • secure, or

  • accurate.

As far as the law allows, we will exclude all such terms and warranties. We will not, under any circumstances, be responsible for any losses you suffer as a result of using this website including loss of profits, loss of data or loss of goodwill, whether these losses are direct or indirect, nor any indirect financial (or monetary) losses, losses that are not a direct consequence of our behaviour and losses that we could not have been expected to foresee.

We do not warrant that the information in this website is accurate or complete, or that we have checked it. We will not be responsible for checking that the information is accurate or complete, or if any person relies on the information. We do not warrant that the functions or materials on this website, or which you can access from this website, will be uninterrupted or free from errors, that we will correct any errors, or that this website or the server that makes it available are virus or bug free or represent the full functionality (range), accuracy and reliability of the materials.

We are not responsible if you cannot access or use the site due to the failure of any machine, data processing system or transmission link, any period of maintenance, change, repairs, alteration to or failure of computer systems, any industrial dispute or anything beyond our reasonable control or beyond that of our agents or sub- contractors.

If any of these terms and conditions (or any terms and conditions relating to a product or service referred to in this website) should be determined to be illegal, invalid or otherwise unenforceable under the laws of any state or country in which the terms and conditions are meant to be effective, we will delete the relevant terms (only in the state or country where they are illegal, invalid or unenforceable) and the remaining terms and conditions will continue to be effective, binding and enforceable.

Nothing in these terms and conditions excludes our liability for death or personal injury resulting from our negligence. The information in this website is not advice (financial or otherwise) or an offer to sell or deal in any securities. You must not rely on it when making any investment decision or a decision to buy financial services from an organisation.


The headings used in these terms and conditions are for convenience only and do not affect the meaning of the terms and conditions.

Jurisdiction and law

The laws of England and Wales apply to these terms and conditions and any terms and conditions relating to products or services described on this website. If there is a dispute about these terms and conditions, this will be dealt with in the courts of England and Wales.

Links to other websites

Certain (hypertext) links in this site will take you to websites that are not under our control. When you click on any of these links, you will leave our website. We have no control over and will accept no responsibility or liability for, the material on any other website. By allowing links with third party websites, we do not intend to gain business from, or offer any security to, any person in any country, directly or indirectly. We will not accept any responsibility or liability for websites we frame.

Monitoring phone calls and emails

We may monitor and record phone calls and e-mails. This will help us to improve our service and make sure we keep to our practices and procedures. Also, by recording phone calls and emails, we can provide evidence of any contracts you enter into over the phone or by email.

Ownership of website

Hivehome.com belongs to Centrica Connected Home Limited. Registered office: Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD. Company number: 5782908.

Product terms and conditions

If you apply for any product or service mentioned on this website, you should read these terms and conditions with any other terms and conditions which relate to the product or service and if there is any contradiction between them, the specific terms and conditions relating to the product or service will apply. For the purposes of these terms and conditions, product and service includes any insurance or financial service.

Using the website

To use the website you need the latest version of a browser such as Microsoft Internet Explorer, Firefox, Safari or Chrome.


Many Internet users find websites difficult or even impossible to use, simply because of the way they are designed. At Centrica Connected Home, we work hard to provide services and products that are helpful to all our customers. That goes for the website, too.

It is important to us that the site is available to everyone, including those with sight, hearing and motor impairments. We have made sure the majority of pages comply with the key requirements of the W3C (WorldWide Web Consortium) best practice accessibility guidelines. We are actively working to improve the site so that every page will conform to the AA level of the WCAG 2.0 (Web Content Accessibility Guidelines).

We are aware that needs are often diverse and standard guidelines do not always satisfy individual concerns. If you do have any specific problems using this site, please let us know. We will make every effort to help you access our content.

Some users may need to alter the size and type of font, and the colour scheme of a page in order to be able to view it. You can do this by altering your browser settings.

June 2017

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