Terms & Conditions
Whether you’ve bought Hive with professional installation or to install yourself, here’s everything you need to know about your purchase.
Please read these terms and conditions before using this site.
Who we are and how to contact us
hivehome.com is a site operated by Centrica Hive Limited (trading as Hive) (We). We are registered in England and Wales under company number 5782908 and have our registered office at Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD.
We are a limited company.
To contact us, please use webchat or telephone our customer service line on 0333 202 9614. We’re open 8.00am - 9.00pm Monday to Sunday and calls cost no more than 01/02 numbers.
By using our site you accept these terms
If you do not agree to these terms, you must not use our site.
We recommend that you print a copy of these terms for future reference.
There are other terms that may apply to you
Our privacy notice, which sets out how we use your personal information.
Our Acceptable Use Policy, which sets out the permitted uses and prohibited uses of our site. When using our site, you must comply with this Acceptable Use Policy.
Our cookies policy, which sets out information about the cookies on our site.
If you purchase products or services from our site, our terms and conditions will apply to the sales.
We may make changes to these terms
We amend these terms from time to time. These terms were most recently updated in November 2018.
We may make changes to our site
We may update and change our site from time to time to reflect changes to our products, our customers’ needs and our business priorities. We will try to give you reasonable notice of any major changes.
We may suspend or withdraw our site
Our site is made available free of charge.
We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.
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.
You must keep your account details safe
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 contact us so that we can reactivate it. You must make sure that nobody else knows your password, even one of our customer service advisors. If you think that somebody may know your password, you can change your password immediately through the website or by contacting us.
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).
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.
Monitoring phone calls and emails
We may monitor and record phone calls and emails. 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.
How you may use material on our site
We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged.
You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.
Do not rely on information on this site
The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.
Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.
We are not responsible for websites we link to
Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.
We have no control over the contents of those sites or resources and will not accept any responsibility or liability for websites we frame.
User-generated content is not approved by us
This website may include information and materials uploaded by other users of the site, including to bulletin boards and chat rooms. This information and these materials have not been verified or approved by us. The views expressed by other users on our site do not represent our views or values.
If you wish to complain about information and materials uploaded by other users, please contact us as set out at the top of these terms.
Our responsibility for loss or damage suffered by you
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any products or services to you, which will be set out in our terms and conditions.
Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
If defective digital content that we have supplied, damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.
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 Hive 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,
compatible with equipment you already have,
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.
How we may use your personal information
We will only use your personal information as set out in our privacy notice.
Uploading content to our site
Whenever you make use of a feature that allows you to upload content to our site, or to make contact with other users of our site, you must comply with the content standards set out in our Acceptable Use Policy.
You warrant that any such contribution does comply with those standards, and you will be liable to us and indemnify us for any breach of that warranty. This means you will be responsible for any loss or damage we suffer as a result of your breach of warranty.
Any content you upload to our site will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your content, but you are required to grant us and other users of our site a limited licence to use, store and copy that content and to distribute and make it available to third parties. The rights you license to us are described in Rights you are giving us to use material you upload section below.
We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to our site constitutes a violation of their intellectual property rights, or of their right to privacy.
We have the right to remove any posting you make on our site if, in our opinion, your post does not comply with the content standards set out in our Acceptable Use Policy.
You are solely responsible for securing and backing up your content.
Rights you are giving us to use material you upload
When you upload or post content to our site, you grant us the following rights to use that content:
A perpetual, worldwide, non-exclusive, royalty-free, transferable licence to use, reproduce, distribute, prepare derivative works of, display, and perform that user-generated content in connection with the service provided by the website and across different media. It may also wish to use the content to promote the site or the service.
In addition, a perpetual licence that allows third parties (for example, other users, partners or advertisers) to use the content for their purposes or in accordance with the functionality of the site.
We are not responsible for viruses and you must not introduce them
We do not guarantee that our site will be secure or free from bugs or viruses.
You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.
You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
Rules about linking to our site
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link to our site in any website that is not owned by you.
Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page. We reserve the right to withdraw linking permission without notice.
The website in which you are linking must comply in all respects with the content standards set out in our Acceptable Use Policy.
If you wish to link to or make any use of content on our site other than that set out above, please use webchat.
Which country's laws apply to any disputes?
Our trade marks are registered
Hive and the Hive logo are registered trade marks. You are not permitted to use them without our approval, unless they are part of material you are using as permitted under the section above on How you may use material on our site.