What do I need to consider when signing a contract?

The contract contains the information you need to know in order to better understand your rights and obligations, such as the prices you will pay for gas, the conditions for terminating the contract, whether you have additional services, etc.

Before accepting a contract, familiarise yourself with the supplier’s commercial offer.

Contracts can be made by phone, online or in person: at your door, at the supplier’s premises or shop, or at any other designated place.

How do I choose a piped LPG supplier?

If you live in a building, your choice of gas supplier may depend on what the majority of homeowners decide.

Before choosing between piped LPG, natural gas or another form of energy, compare prices and other charges.

Is a distance or off-premises contract valid without a signature?

For distance (internet or telephone) or off-premises (door-to-door) contracts, the supplier must provide the consumer with a copy of the signed contract or its confirmation, either printed or stored on another medium (email, pen drive, etc.)

In the case of contracts concluded by telephone, the consumer is not bound until he/she has signed the contract proposal or sent his/her consent in writing (e.g. SMS, letter or e-mail), unless the consumer is the one who contacts the supplier for the purpose of concluding the contract. In these cases, the consumer can be bound immediately.

How to cancel a distance or off-premises contract

With this type of contract, you can cancel within 14 days of signing the contract, free of charge and without giving any reason. If the contract is signed at your home you can cancel it within 30 days. Use any means you can to prove this, including the “Right of Withdrawal” form usually enclosed with the contract.

If the supplier does not provide the pre-contractual information, the consumer can cancel the contract:

• Within 12 months of the 14 day period having expired, if you have not received the contractual terms

• Within 14 days from the date of receipt of the pre-contractual information (provided this is within 12 months)

If the natural gas supply starts at the express request of the consumer within the withdrawal period and the contract is terminated, the supplier is entitled to payment of the proportional amount for the services that have actually been provided to the consumer.

What if the supplier withholds important information or provides false information?

Misleading commercial practices (which contain false information or deceive the consumer) and aggressive commercial practices (which use harassment, threats or other undue influence, preventing the consumer from making a free choice) are prohibited by law.

Contracts concluded as a result of such commercial practices may be annulled by the consumer.

Is it possible to have a loyalty period for the piped LPG contract?

Yes. The LPG  supply contract may include a loyalty period (a minimum period during which the contract must remain in force), provided that it includes an advantage or benefit. Therefore, a loyalty period may not be renewed, at least not automatically: you must explicitly accept a new loyalty period based on a new benefit.

The contract must explicitly state whether there is a loyalty period and, if so, what penalty (or how it is calculated) you will have to pay if you wish to end the contract before the planned duration.

Loyalty periods in consumer contracts cannot exceed 12 months.

Can I be required to pay a deposit?

For household customers, the provision of a security deposit may not be a condition for the conclusion of a contract for the supply of piped LPG. Suppliers may only require such customers to provide a security deposit when supply is restored after being disconnected for non-payment.

The provision of a security deposit may be a condition for the conclusion of a contract for non-household customers.

Can the contract be amended?

Yes. If you want to amend any element of your contract, you should contact your supplier to find out how to submit your request. Please note that amendments may require you to accept a new contract, which may have a new loyalty period.

Your supplier may also want to change the contract. To do so, it must give you reasonable notice of the proposed changes and tell you that you have the right to cancel the contract without penalty. If you don’t agree with the proposed changes, you may terminate the contract and inform the supplier.

How and when can you end the contract?

• Agreement with your supplier.
• Cancellation of the contract by the customer or supplier.
• Interruption of supply due to non-compliance by the customer, provided that the interruption lasts for more than 30 days and the customer is notified 15 days in advance.
• Death of the consumer or the customer’s extinction, if the customer is a legal person.
• Other situations mentioned in the contract.