Terms and Conditions
Last updated: March 2026
1. About us
These terms govern purchases from Heat Network Compliance Hub. The company details will be updated when the Companies House change is completed.
2. Products and licence
Each purchase grants a single-organisation licence to the organisation named at checkout. The licence permits completion, storage, printing, internal distribution, and submission to regulators and auditors. It does not permit redistribution, resale, sublicensing, or sharing with other organisations. Separate purchase required for each legal entity.
The Consumer Welcome Pack mail merge version may be used to generate personalised consumer copies in bulk. This is the intended use.
3. Intellectual property
All documents, their structure, formatting, and content are the intellectual property of Heat Network Compliance Hub. Purchase grants a licence to use, not ownership of the IP. Content you add remains your intellectual property.
4. Delivery
Documents are generated after payment and emailed within 5 minutes. A backup download link is provided, valid 7 days (3 downloads). Contact support@heatnetwork-compliance.co.uk if not received within 15 minutes.
5. Pricing and payment
All prices in GBP, one-time payments. Not currently VAT registered. Payments processed by Stripe – we do not store card details.
6. Refund policy
Digital products generated on demand and personalised with your organisation name cannot be refunded once delivered, per Consumer Contracts Regulations 2013. For genuine technical issues, contact support within 7 days.
7. Regulatory update service
When Ofgem updates requirements, we may offer a paid service to transfer your data from a previous version of a product to the updated version. This service is optional – you may update your own documents at any time at no cost, as you own the files.
8. Nature of our products
These products are compliance documentation aids. They provide a structure for the customer’s own information. They are not legal advice, regulatory advice, or professional compliance consultancy.
We do not review, verify, or take responsibility for information entered by the customer. We do not warrant that use of these products will result in Ofgem authorisation or regulatory compliance. The customer is solely responsible for the accuracy, completeness, and suitability of information submitted to any regulator.
For authoritative regulatory guidance, refer to Ofgem’s heat networks section.
9. Apex compliance assistant
Apex is an AI-powered navigation and explanation tool available to customers after purchase. It summarises publicly available regulatory material and explains document structure to help customers understand what information is required in each section.
Apex does not generate compliance text for customers to submit to regulators. It does not provide legal, regulatory, or professional compliance advice. Apex is provided on an “as is” basis. We do not warrant that Apex will be available at all times or that its responses will be current, complete, or error-free.
AI-generated content may be inaccurate, incomplete, or outdated. The customer is responsible for verifying all information independently before use. Customers must not submit personal data of identifiable consumers (including Priority Services Register data) into Apex.
10. Limitation of liability
10.1 Nothing in these terms excludes or limits liability for (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot be excluded or limited by law.
10.2 Subject to clause 10.1, we exclude all liability for indirect, consequential, or special losses, including but not limited to loss of profit, loss of revenue, loss of anticipated savings, loss of business opportunity, loss of goodwill, regulatory penalties, fines, enforcement costs, or any loss arising from the outcome of a regulatory application or submission, however arising and whether in contract, tort (including negligence), breach of statutory duty, or otherwise.
10.3 Subject to clauses 10.1 and 10.2, our total aggregate liability arising out of or in connection with these terms shall not exceed the amount paid by the customer for the relevant product, bundle, or service.
10.4 Where we provide a paid service to transfer customer-entered data from a previous version of a product to an updated version, our liability for that service is limited to re-performing the service or refunding the fee paid, at our discretion. Customers must retain copies of their completed documents before submitting them for any such service. Customer documents submitted for data transfer are deleted within 7 days of delivery.
10.5 The limitations in this clause 10 apply to the fullest extent permitted by law and shall survive termination of any contract between us.
11. Support
Product support covers document usage and functionality. It does not cover regulatory interpretation or compliance advice.
12. Acceptable use
You agree not to resell, redistribute, sublicense, remove licence information, or use the document structure to create competing products.
13. Governing law
Governed by the laws of England and Wales.
14. Changes
Updated terms posted on this page with a revised date.