GridSmart App and Cloud Service Terms

1. Purpose

These App and Cloud Service Terms apply to your use of the GridSmart App, cloud platform, software, firmware, online account, notifications, integrations, and digital services.

These Terms should be read together with:

1. the GridSmart Customer Terms and Conditions;
2. the GridSmart Consent and Authority for Device Control and Energy Services;
3. the GridSmart Privacy Policy;
4. the GridSmart Hardware Warranty; and
5. the GridSmart Marketing Consent Terms.

2. Account registration

You may need to create a GridSmart account to use the App and certain Services.

You agree to provide accurate account information and keep it up to date.

You are responsible for maintaining the confidentiality and security of your login details.

You must notify GridSmart promptly if you suspect unauthorised access to your account.

3. Account authority

You must only register or control a Device if you own, occupy, or have authority over the property where the Device is installed.

GridSmart may require verification of ownership, occupancy, or authority before connecting an account to a Device.

GridSmart may disconnect or restrict accounts where it reasonably believes the user no longer has authority over the Device or property.

4. App availability

GridSmart will use reasonable endeavours to keep the App and cloud services available, but availability is not guaranteed.

The App or cloud services may be unavailable, delayed, limited, or interrupted because of:

1. maintenance;
2. updates;
3. outages;
4. cyber incidents;
5. internet issues;
6. Wi-Fi issues;
7. app store issues;
8. operating system changes;
9. mobile device issues;
10. cloud provider issues;
11. Energy Partner system issues;
12. third-party integrations; or
13. events outside GridSmart’s reasonable control.

5. Updates and changes

GridSmart may update, modify, improve, replace, suspend, or remove App features, cloud features, algorithms, software, firmware, integrations, or user interfaces.

Some updates may be automatic or mandatory.

If you do not install updates or use a supported app version, device firmware version, mobile device, or operating system, some Services may not work.

6. Notifications and alerts

The App may provide notifications, alerts, diagnostics, or status information.

Notifications and alerts may be delayed, unavailable, incomplete, or inaccurate.

GridSmart does not guarantee that notifications or alerts will identify leaks, faults, malfunctions, safety issues, or loss of hot water.

You must not rely on the App as an emergency, safety, leak detection, or fault detection system.

7. Connectivity and fallback operation

If the Device loses Wi-Fi, internet, power, cloud access, or connectivity to GridSmart systems:

1. GridSmart may be unable to monitor or control the Device;
2. the App may show delayed or inaccurate information;
3. notifications may not be delivered;
4. optimisation may be reduced or unavailable;
5. Energy Partner services may be reduced or unavailable; and
6. the Device may operate in default mode, limited mode, last-known configuration, or other fallback mode depending on its setup.

8. Acceptable use

You must not:

1. misuse the App or cloud services;
2. attempt to gain unauthorised access to GridSmart systems;
3. interfere with system security;
4. scrape, extract, or misuse data;
5. reverse-engineer software or firmware;
6. access APIs unless authorised by GridSmart;
7. introduce malware or harmful code;
8. use the Services for unlawful or unsafe purposes;
9. impersonate another person; or
10. interfere with other customers, Energy Partners, or GridSmart systems.

9. Suspension

GridSmart may suspend or restrict App or cloud access if it reasonably believes there is:

1. unauthorised access;
2. misuse;
3. cybersecurity risk;
4. safety risk;
5. breach of these Terms;
6. inaccurate account information;
7. loss of authority over the property;
8. non-payment, if applicable;
9. legal or regulatory issue; or
10. operational integrity risk.

10. Third-party services

The App and cloud services may rely on third-party services, including app stores, cloud providers, Energy Partner systems, metering providers, and connectivity providers.

GridSmart is not responsible for third-party service failures outside GridSmart’s reasonable control.