Terms of Service

1. Who We Are

Arrival ("we", "us", "our") is a utility intermediary service operating from 1 Hardman Square, Manchester, M3 3EB, United Kingdom. Our service is available at joinarrival.com. We act as an authorised intermediary to set up and manage household utility accounts on behalf of our customers.

By using the Arrival website or service, you ("you", "your", "the customer") agree to these Terms of Service ("Terms") in full. These Terms form a legally binding agreement between you and Arrival.

2. The Arrival Service

2.1 What We Do

Arrival helps people moving into a new UK property set up and manage their household utilities. When you use our service, we act on your behalf as an authorised representative to:

• Contact electricity, gas, broadband, council, and water suppliers to register or transfer accounts in your name;
• Organise a single direct debit to cover all utility payments (Arrival Basic);
• Monitor your accounts and handle routine utility administration (Arrival Plus);
• Provide an online dashboard to view account status and communications.

2.2 Service Plans

We offer two service tiers:

• Arrival Basic — Free of charge. Covers initial utility setup, account registration, and single direct debit consolidation.
• Arrival Plus — £7.99/month. Includes all Basic features plus ongoing account management, annual tariff review, automated switching, and priority support.

Plan fees are subject to change with reasonable notice. Any changes will be communicated to you by email at least 30 days before taking effect.

2.3 Geographic Coverage

The Arrival service is currently available for properties in Greater Manchester and West Yorkshire only. You can check whether your postcode is within our coverage area at joinarrival.com/coverage. We aim to expand to further UK regions in due course.

3. Your Account

3.1 Registration

To use the Arrival service, you must create an account. You agree to:

• Provide accurate, current, and complete information during registration;
• Keep your account credentials confidential and not share them with others;
• Notify us immediately at [email protected] if you suspect unauthorised access to your account;
• Ensure you are at least 18 years old and have the legal capacity to enter into this agreement.

3.2 Your Responsibilities

By using the service, you authorise us to act as your representative with utility suppliers. You remain responsible for:

• Ensuring your account information remains accurate and up to date;
• Maintaining sufficient funds in the bank account linked to your direct debit;
• Notifying us promptly of any change to your address, contact details, or circumstances that affect your utility accounts;
• Reading and complying with the terms of service of your individual utility suppliers;
• Any costs, charges, or liabilities arising from your utility accounts with suppliers.

3.3 Account Closure

You may close your Arrival account at any time by contacting us at [email protected]. Upon closure, we will cease acting as your representative with utility suppliers. You will need to manage your utility accounts directly. Any outstanding fees for Arrival Plus will be settled on your next billing date.

4. Direct Debit and Payment

If you use our consolidated direct debit feature, you authorise Arrival to collect utility payments from your bank account on behalf of your utility suppliers. Please note:

• Direct debits are collected in accordance with the Direct Debit Guarantee scheme;
• Payment amounts are determined by your individual utility suppliers and may change in line with your usage and applicable tariffs;
• Arrival Plus subscription fees are collected separately from your utility payments;
• If a payment fails, we will notify you promptly so you can take action to avoid service interruption.

5. Acceptable Use

When using the Arrival website and service, you agree not to:

• Use the service for any unlawful purpose or in breach of any applicable law or regulation;
• Provide false or misleading information about yourself, your property, or your utility accounts;
• Attempt to gain unauthorised access to our systems, another user's account, or utility supplier systems;
• Transmit any harmful, offensive, or disruptive content through our platform;
• Use our service to register utility accounts fraudulently or without lawful authority;
• Interfere with or disrupt the integrity or performance of the service.

6. Intellectual Property

The Arrival name, logo, website design, and all content on joinarrival.com are owned by or licensed to Arrival and are protected by copyright and other intellectual property rights. You may not reproduce, distribute, or create derivative works from our content without our prior written consent.

Nothing in these Terms transfers any intellectual property rights to you. You are granted a limited, non-exclusive, non-transferable licence to use the service for your personal, non-commercial purposes.

7. Disclaimer of Warranties

We provide the Arrival service with reasonable care and skill. However, to the extent permitted by law:

• The service is provided "as is" and "as available" without warranty that it will be uninterrupted or error-free;
• We do not guarantee the accuracy, completeness, or timeliness of information provided about utility suppliers, tariffs, or account status;
• We are not responsible for delays or failures caused by third-party utility suppliers, network outages, or events outside our reasonable control.

Nothing in these Terms excludes or limits any rights you have as a consumer under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.

8. Limitation of Liability

To the fullest extent permitted by applicable UK law:

• Arrival shall not be liable for any indirect, consequential, or special damages arising from your use of the service;
• Our total aggregate liability for any claim arising in connection with these Terms or the service shall not exceed the total fees paid by you to Arrival in the 12 months preceding the claim;
• We shall not be liable for any loss or damage caused by your utility suppliers, third-party payment processors, or events beyond our reasonable control.

This limitation does not affect your statutory rights as a consumer, including rights under the Consumer Rights Act 2015.

9. Termination

We reserve the right to suspend or terminate your account if you breach these Terms, provide false information, or use the service in a way that is harmful to us, our users, or third parties. We will provide reasonable notice where practicable, except in cases of serious breach or fraud.

Upon termination, any outstanding payment obligations remain in force.

10. Third-Party Services

The Arrival service involves interactions with third-party utility suppliers and payment processors. These third parties have their own terms of service and privacy policies, which apply to your relationship with them. Arrival is not responsible for the acts or omissions of any third-party utility supplier or service provider.

11. Privacy

Your use of the Arrival service is subject to our Privacy Policy, which explains how we collect, use, and protect your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

12. Changes to These Terms

We may update these Terms from time to time to reflect changes to our service, applicable law, or our business practices. When we make material changes, we will notify you by email and by updating the "Last updated" date above. Your continued use of the service after the effective date constitutes your acceptance of the updated Terms.

13. Governing Law and Disputes

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to your rights as a consumer to bring proceedings in the courts of your place of residence.

We are committed to resolving any disputes promptly and fairly. If you have a complaint, please contact us at [email protected] in the first instance.

14. Contact Us

For any questions or concerns about these Terms, please contact:

• Company: Arrival
• Email: [email protected]
• Address: 1 Hardman Square, Manchester, M3 3EB
• Website: joinarrival.com