Guide to our student services

This document is a readable, non-legal guide to our actual legal T&Cs.  Please read and understand it, as it details what we aim to do for you, and what you need to do for us, in order for your services to go smoothly.

The full legal text for our T&Cs is here.

For reference the legal text for our 2021/2022 unlimited packages, not supported in 2022/2023 is here.

The Contract

  • Our contract is with you, and each housemate.  You are individually liable for your share of the bills that are incurred via our service, as long as you maintain the terms of the contract
  • We will attempt to supply the services ordered and, for the tenancy dates detailed by the first housemate who signed up
  • Our services with you will start on the later of:
  • your tenancy start date, or
  • the last housemate to signup, or
  • a future move in date
  • Note these dates will be those that the first housemate to signup tells us at point of signup
  • Our contract to supply services will end on your declared tenancy end date, unless:
  • You wish to extend the end date, and tell us with at least 60 days notice
  • You tell us that you are staying in the property, in which case, we will extend the contract for a further year. We will inform you that we have done this
  • You are all responsible for paying all of the bills that arise during your time in the property. These will be the bills that we raise to you while you are in contract, plus possible bills due before and after the period of our contract from other suppliers, not related to the Bunch
  • After the first person has signed up, we will contact the other housemates to sign up too
  • Between the legal start of your tenancy, and our contract start, there may be additional bills that arise from existing suppliers. You will be responsible for settling these bills directly, as well as your future contract payments to the Bunch
  • By signing up with us, you give us full permission to communicate with you by phone, email, SMS and post in order to conduct our business

Prices

  • The price shown by the quoting tool is valid until the first housemate signs up, or for 7 days, whichever is the sooner
  • The prices shown are indicative of a typical student house of your size and location, but the actual price you pay will be determined by your actual energy and water consumption
  • Some prices are fixed, others will vary depending on your consumption and supplier prices.  Please see the Products section below for more details
  • For 2022/2023 the prices that you pay for units of energy and the standing charges are moving from variable tariffs to fixed tariffs.  This means that if you signed up prior to 26th May 2022, your price may change from Autumn 2022. If you signed up after 26th May 2022, you are already on our fixed tariff.

Your House

  • We will take the house address as the one you supplied us, when the first housemate signed up. It is your responsibility to make sure that this is the correct address.  Errors may result in additional charges being levied if this address is incorrect
  • You will need to familiarise yourself with the location of the house’s energy meters, and provide us with a valid meter reading for each meter in the house
  • Within 1 week of the contract start, or
  • Within 1 week of the contract end, or
  • Within 1 week of us requesting it during the year

Housemates

  • The first housemate to sign up will be nominated as the lead tenant.  We will proceed on the basis that they are making a decision with the agreement of the other housemates
  • The lead tenant will be required to give us the names and contact details for the other housemates, so we can contact them to sign them up
  • You will provide us with your full and accurate name, DOB, email and phone numbers, so we can recognise you for GDPR and contact you regarding your contract
  • We also require you to enter a forwarding address where we can contact you before or after our contract period

Change of Housemates

  • You must inform us of any changes to your contact, and if housemates move in or out
  • If you are moving out you will need to continue paying until:
  • The end of the month you give notice, if that is more than 7 days in the future
  • The end of the following month, if you give us notice less than 7 days from the end of a month
  • If the number of housemates in the house permanently changes because you cannot get another person to replace the leaving housemate, the contract amount that the remaining housemates need to pay each month, will also change to reflect the number of people who are consuming the services and paying the house bills
  • We will calculate the total house bills that apply to the end of the month of the move, and ensure that all housemates are charged proportionately
  • If a housemate leaves and still owes money, they will continue to be charged until this money has been paid off
  • If a housemate leaves and is owed money, this money will not be returned to them, but be shared amongst the remaining housemates to cover the extra costs

Housemate No Shows

  • If a housemate for whatever reason:
  • Does not sign up to the house, or
  • Signs up, but doesn’t join the household, or
  • Signs up but doesn’t pay the first month’s payment due, we reserve the right to either:
  • Reclassify the house as a smaller size, and adjust the payments to be shared by the number of bill payers present in the house, or
  • Cancel the contract, see the cancellation section

Change of Contract Dates

  • You must inform us of any changes to your contact start end, or move in dates
  • If dates change, the contract amount you need to pay monthly will also change to reflect the new period
  • If we receive less than 30 days notice of changes, then additional charges may be levied, as detailed in the Fees section

Products

Broadband

  • The broadband router is your responsibility as soon as you sign for it
  • If you are not in your house when it is delivered, you will need to collect it from a nearby location
  • If it is not returned to us at the end of your contract, there will be a cost levied to your house account of £150
  • If we organise an engineer to visit your house, and you miss the appointment, there will be a cost levied to your house account of £100 
  • Like with any Wi-Fi product, we cannot guarantee its absolute performance in your household.  The speeds quoted are a maximum
  • If ordered, we will do our best to provide a broadband service, but we cannot pay any compensation for poor broadband service
  • The products come with unlimited data, but there is a fair usage policy to make it fair for every user. In normal to high usage, you will never trigger the fair usage policy 

Energy

  • When we get your order, we will attempt to do the following
  • Obtain the cheapest rate of energy available for your property.  This may mean switching energy away from your current supplier to our preferred supplier, or staying with the existing supplier
  • Convert any existing pre-payment meters to be regular billed meters
  • Convert any older meter  to new smart meters
  • We cannot guarantee when and if we can perform these actions however, as they are dependant on many external factors
  • In these uncertain times, we have obtained a good value fixed tariff energy supply, and we will put all of our customers onto this tariff, once we have switched them. For customers who signed up prior to May 26th 2022, this fixed tariff will become effective from Autumn 2022.  This means that, for these customers,  the price per unit of energy may change during the period of your contract. We will notify these customers of the change, and how it will affect you, and their monthly payments may rise
  • In order to get you onto our good value fixed tariff rate, we will need to switch your existing energy supplier to our supplier.  Until this switch occurs, you will have to pay for any energy used to your existing supplier.  For this reason, it is vital to get meter readings as soon as your contract starts
  • Please note that the actual price you will pay for the energy depends on how much you actually use:
  • If you use more energy, you will have to pay more, or
  • If you use less energy, you will pay less
  • If there is a difference between the amount of money you have paid us for energy and the actual bills
  • If in credit, we will repay you your share of the balance, or
  • If in debit, we will charge you your share of the balance
  • These balance adjustments may occur by adjusting your monthly payment to us, or by adding a single extra invoice or repayment, or
  • These adjustments may occur during or after the end of your contract with us

Water

  • When we get your order, 15 business days later, we will contact your local water supplier and open an account on your behalf, unless:
  • Your supplier is Welsh Water, in which case you will have to open the account and pay for it yourselves. We will help you do this.  This is to do with the legal structure of Welsh Water, and we cannot bypass it in an honest manner, or
  • You live in Scotland, in which case your water is most likely already paid for with your rent
  • Your water may be metered or have a fixed price.  We will not know if the property is metered until we contact the water supplier, and their answer may mean that you will need to pay more or pay less  than your contract price to cover the cost of the water
  • Please note that if your property is metered for water, the actual price you will pay for the water depends on how much you actually use:
  • If use more water, you will have to pay more, or
  • If you use less water, you will pay less
  • If there is a difference between the amount of money you have paid us for water and the actual bills
  • If in credit, we will repay you your share of the balance, or
  • If in debit, we will charge you your share of the balance
  • These balance adjustments may occur by adjusting your monthly payment to us, or by adding a single extra invoice or repayment, or
  • These adjustments may occur during or after the end of your contract with us
  • If you have metered water, and you have a leak in the property, this may not be apparent until we get a current meter read.  The water company will pay for some of the leak, but they may ask you to pay towards the total costs.  If it happens, these bills will be added to your house account, and payments adjusted as above

Subscription Fee

  • We cover our costs in managing the supplies with a fixed charge, levied to each tenant
  • This fee is £120, or £10 a month for a 12 month contract
  • This fee is due irrespective of the services supplied
  • As long as you adhere to our terms, this fee covers you for:
  • Setting up and closing utility accounts,
  • Providing technical support for the utilities we provide,
  • Assisting you with meter reads,
  • Assisting you with tenancy changes and
  • Providing individual liability for your share of the bills
  • If you cancel your contract early, a charge will still be levied to you - see the Cancellation section

Extras

TV Licence

  • If you’ve ordered it, the TV Licence will be ordered after 15 business days of your move in date
  • The licence will be in our name, but will cover everybody in your House
  • Once ordered, the licence cannot be cancelled or refunded wholly or partially, so the whole amount will be added to you house account

Instant Wi-Fi

  • If you’ve ordered Bunch Broadband, we will supply you with an instant Wi-Fi package. This will be delivered to your door within 3 business days of your declared move in date. You can then get Wi-Fi instantly, without waiting for any Broadband installation
  • Instant Wi-Fi is not available for Virgin Broadband packages
  • The instant Wi-Fi package is your responsibility as soon as you sign for, or accept  delivery
  • If you are not in your house when it is delivered, you will need to collect it from a nearby location
  • Like with any Wi-Fi product, we cannot guarantee its absolute performance in your household
  • It is supplied with unlimited data, but there are fair-usage policies that apply
  • Once the main router is active, the instant Wi-Fi data will be turned off
  • There will be a cost levied to your house account of £50,  if the instant Wi-Fi hardware is not returned to us within 14 days of the end of your contract

Liability protection

  • The whole house needs to sign up in order for this to be valid
  • Once valid, as long as you are up to date with your payments to us, you will not be chased for another housemate’s share of the bills
  • If you fall behind in payments, the protection will not apply until you are paid up to date
  • If a housemate leaves however, your payments to us will rise to cover your new, revised share of the house bills because there are less people in the house

Bills

  • We will check every bill we receive before applying it to your house account.  If we think something is wrong, we will contact the supplier and try to resolve the issue.  Sometimes this can take several weeks, and we will tell you if this becomes an issue
  • Some bills will be applied at the start of the contract to cover the whole year, and other smaller bills will be applied as we receive them
  • If we know that we are missing a bill for a period, we may create an estimate for that bill, until we get the real bill

Payments

  • We require you to pay our invoices in full and on time
  • The nominal payment dates are:
  • On signup, if in advance of the tenancy start, £1,
  • On signup, if the tenancy has started, the appropriate monthly payment for the services provided - see below, and
  • Ongoing on the 1st of each month, in advance
  • The amount you pay each month is a combination of these line items:
  • Your individual liability charge, divided into a monthly figure,
  • The monthly charge for the services we have provided that month
  • Any credits we owe you from previous months,
  • Any penalty charges, like late payment fees that you incurred in the previous months and
  • Your monthly share of any energy or water overuse or underuse adjustment
  • All payments will be collected automatically by our payment gateway, Stripe
  • If a payment does not clear on the due date, we will automatically retry it several times
  • If a due payment has not been received within 7 days of the due date, additional fees will be levied - see Other Charges, below
  • If a payment , or payments are overdue, and we cannot resolve the matter with you, we will use other methods to attempt to recover the debt, or minimise our exposure to more debt.  These may include:
  • Applying for a County Court Judgement,
  • Selling your debt to external agencies and/or
  • Terminating the contract with the entire house
  • Any overuse charges will be calculated by looking at actual or trend usage data, and will be reviewed monthly after an initial period.
  • Our intention is for you to finish the contract not owing us any money, and ditto, us not owing you any money.  For this reason, your payments from mid term onwards may vary from the original quote
  • When the contract has finished, you will be presented with a final invoice or credit to clear your account.  Due to the time it takes to get final bills from some energy and water suppliers, this final invoice or credit may take up to 8 weeks from the end of your contract to be finalised

Changes

  • If we cannot provide a service you have asked us for, we will seek to offer you an alternative if possible
  • Onc ordered, we can accept some changes to the services we offer
  • As a rule, removing a service is more difficult than adding one, so we may not be always be able to help
  • Certain services cannot be changed, once they are actioned.  These include
  • TV Licence and
  • Some broadband products
  • Any service being removed will be charged pro-rata to the removal date, plus any fixed installation and or termination costs
  • If we are able to adjust your services, we will work out a pro-rata price based on the time left of your contract for the new price

Cancellations

Your right to cancel your contract

  • You can cancel the contract for free within 14 days of the first housemate to sign up, or within 14 days of a contract renewal..  To do this we need an email from all signed members of the house, expressing your wish to cancel.  If we do not receive this email before the 14th day after the first housemate in the house has signed or renewed you will not be able to cancel for free.
  • If you can cancel for free:
  • As long as you have returned all hardware to us in good condition, there will be no charges, and any money you have paid us will be returned to you, but
  • If you do not return the hardware, you will be charged, as per the Charges section below
  • Outside of this period, if you cancel your contract you will need to make sure you have paid us:
  • A £35 per person cancellation fee,
  • Pro-rata individual subscription fees, to the end of the month you cancel, unless you’ve been in the house for more than 3 months, in which case all of the subscription fees are due,
  • The total of all energy and Water bills incurred to the end of the month you cancel,
  • 100% of the TVL licence fee,
  • Pro-rata Broadband fees if you have chosen our Broadband, plus a broadband termination fee of £30 or 100% Virgin fees otherwise, and
  • Any outstanding additional charges (see below)
  • Note that if you cancel our services, your energy and water suppliers will be informed and they will then contact you for future direct payment of these utilities

Our right to cancel your contract

  • We reserve the right to cancel your contract with 14 days notice if:
  • You constantly fail to give us sets of meter readings, or
  • More than 30% of the housemates have missed payments to us and are in debt, or
  • You repeatedly do not respond to our attempts to contact you to resolve an issue, or
  • Not every housemate has signed up within 3 months of the contract start date
  • In these circumstances, you will be liable for all costs as if you had asked us to cancel - see above

Charges

As well as charges for the services supplied, you may be charged additional fees as follows:

Late Payment Fees

  • If you are more than 7 days late paying one of our invoices, you will be charged £20
  • This fee will be charged each time an invoice is not paid in time, but no more than one fee a month

Debt Recovery Fees

  • If you are more than 60 days in arrears, we will start to initiate debt recovery proceedings
  • If this happens, you will be charged the full cost of recovery, plus a processing charge of £35

Non Return of Hardware Fees

  • If we supply hardware to you, and it is not returned to us, in good order, within 14 days of our requesting it, your house will be charged:
  • Broadband Router - £150, and/or
  • Instant Wi-Fi hardware - £50

Cancellation Fees

  • If your contract with us is cancelled after 14 days of signing up, each tenant will be charged a £35 cancellation fee
  • If we need to organise an engineer to visit your house to help with Broadband, and you miss the appointment, your house will be charged £100 per visit
  • If your contract with us is cancelled after 14 days of signing up and you have our broadband product, a termination fee of £30 will be added to your house account