Security i
your electricity contract.

Below is an extract from the Ellagen (1997:857).

Here (https://www.riksdagen.se/sv/dokument-och-lagar/dokument/svensk-forfattningssamling/ellag-1997857_sfs-1997-857/#K11) you can read the legal text in its entirety.

Change of electricity supplier

9 ch. Section 11
An electricity supplier shall, in a non-discriminatory way in terms of costs, labor and time, ensure that an electricity user can change electricity supplier within three weeks of the request to change.

A change of electricity supplier must be free of charge for consumers and small businesses. Law (2023:238).

Final invoice when changing electricity supplier

ch. 9 § 13
When changing electricity supplier, the departing electricity supplier must ensure that the electricity user receives a final invoice within six weeks from the day the electricity supply ceased. Law (2023:238).

About the content of the electricity contract

9 ch. Section 21
An agreement between an electricity supplier and an electricity user regarding the supply of electricity at the electricity user's take-off point must contain information about

1. elleverantörens namn, adress, telefonnummer och webbplats;
2. när avtalet träffas och vid vilken tidpunkt elleverantören planerar att påbörja leveranserna till elanvändaren;
3. den tid som avtalet löper på eller om det löper tills vidare;
4. vilka tjänster som avtalet omfattar;
5. elleverantörens åtagande gentemot elanvändaren;
6. villkoren för fakturering och betalning;
7. vad som gäller i fråga om förlängning av ett avtal som löper under en viss tid;
8. villkoren för uppsägning av avtalet och om avtalet kan sägas upp avgiftsfritt;
9. hur ersättningen beräknas vid uppsägning i förtid av ett avtal som löper under viss tid;
10. villkoren för ersättning om elleverantören inte uppfyller sitt åtagande enligt avtalet;
11. var elanvändaren kan hitta information om elleverantörens priser, övriga tjänster och villkor samt om konsumenträttigheter; och
12. how out-of-court dispute resolution is initiated.

The electricity supplier must provide information about the terms of the contract to the electricity user before the contract is concluded or confirmed, even in cases where the contract is concluded through an intermediary.

The electricity supplier must provide the electricity user with a concise and easily accessible summary of the most important contractual terms. Law (2023:238).

Information about changed contract terms

9 ch. Section 23
An electricity supplier that intends to change the terms of an agreement that runs until further notice must inform the electricity user of the change and of the electricity user's right to terminate the agreement in a special notice. If the change of terms applies to the price for the supply of electricity, the reasons and conditions for the change must also be reported in the notification.

The electricity supplier must notify the electricity user no later than two weeks before the new conditions start to apply. If the electricity user is a consumer, the electricity supplier must notify the electricity user no later than two months before the new conditions start to apply. Law (2023:238).

Damage caused by electricity

11 ch. Section 11
Provisions on liability for damage caused by electricity can be found in the Electricity Safety Act (2016:732). Law (2023:238).

Payment method

9 ch. Section 29
Electricity suppliers must offer several payment methods when invoicing and must not disadvantage an electricity user because of the payment method he has chosen.

The fees charged for a particular payment method or for an advance payment system must not exceed the payee's costs for using the payment method or system. Law (2023:238).

Interruption of transmission of electricity due to consumer's breach of contract

11 ch. Section 2
Transmission of electricity to a consumer may be interrupted, if

1. konsumenten har åsidosatt sina skyldigheter enligt avtalet med nätföretaget eller elleverantören om överföring eller leverans av el;
2. det rör sig om ett väsentligt avtalsbrott;
3. konsumenten har uppmanats att inom en viss skälig tid vidta rättelse och, om det inte rör sig om utebliven betalning, tillsammans med uppmaningen informerats om att överföringen annars kan komma att avbrytas;
4. den tid som avses i punkt 3 har löpt ut;
5. correction has not taken place, and
6. the circumstances are such that there is no reason to fear that an interruption would result in personal injury that is not insignificant or extensive property damage.

If the consumer has acted inappropriately, the transfer may be interrupted even though the circumstances are not as stated in the first paragraph 6.Act (2023:238).

11 ch. Section 3
In case of non-payment, the transmission of electricity to a consumer may be interrupted only if

1. betalningen avser överföring eller leverans av el;
2. förutsättningarna för avbrytande enligt 2 § är uppfyllda och konsumenten i god tid har informerats om vilka alternativ som finns för att undvika att överföringen avbryts;
3. konsumenten efter att den tid för rättelse som avses i 2 § första stycket 3 löpt ut har uppmanats att betala inom tre veckor från det att konsumenten har delgetts uppmaningen tillsammans med information om att överföringen annars kan avbrytas;
4. ett meddelande om den uteblivna betalningen samtidigt med uppmaningen enligt 3 har lämnats till socialnämnden i den kommun där konsumenten får elen överförd;
5. de tre veckorna som avses i 3 har löpt ut;
6. socialnämnden inte inom de tre veckorna skriftligen har meddelat den som lämnade meddelandet enligt 4 att nämnden tar på sig betalningsansvaret för skulden;
7. betalningen inte har skett; och
8. the claim is not disputed. Law (2023:238).

On damages in case of interrupted transmission of electricity

11 ch. Section 6
If the transmission of electricity is interrupted with reference to the consumer's breach of contract without the conditions in section 2 or 3 being met, the consumer has the right to compensation for damage caused by the grid company.

If the transmission of electricity has been interrupted at the request of the electricity supplier, the latter shall instead compensate the consumer for the resulting damage. Law (2023:238).

11 ch. Section 9
Damages according to §§ 6-8 include compensation for expenses and loss of income as well as for other loss due to the interruption. Law (2023:238).

11 ch. Section 10
The consumer must notify the other party of claims for compensation according to §§ 6-8 within two years from when the damage occurred. If the consumer does not do so, the right to compensation for the damage incurred is lost. Law (2023:238).

A distance contract is an agreement entered into between two parties without a physical meeting taking place. Common examples include purchasing electricity from an electricity trading company via the internet, telephone or in connection with sales outside a traditional business premises.

As a customer, you have the right to receive clear and unambiguous information about contract terms and prices before entering into the contract. You also have the right to cancel your purchase within 14 days of receiving information about your rights as a consumer.

If you wish to cancel your purchase of electricity remotely, you must notify Green Hero within 14 days of receiving the contract copy and information on your consumer rights. If you have not received this information, contact customer service within 14 days of the order date.

Electricity is a basic necessity for you as a consumer. We at Green Hero can only turn off your electricity in the event of a significant breach of contract, for example if you have not paid your electricity bills for a long time. It is a process that takes time, and we will always notify you before suspension occurs. For more information, visit Swedish Consumer Agency - electricity bill and shutdown

1) Contact customer service

We always strive to be better. If you are not satisfied with us, you should contact our customer service in the first instance. Call us on 010-3002300, we are open weekdays 08:00-16:00.

2) External advice and dispute resolution

If you are not satisfied with the response from our Customer Service, you have the option of taking your case further to receive impartial advice or to have the case tried.

Your municipal consumer advisor

Municipal consumer advisors offer free advice and are available in most municipalities. Contact your municipality for further information and contact details.

Swedish Consumer Agency

Via the Swedish Consumer Agency's guidance for consumers (formerly Hello consumer) you can get consumer information and personal guidance.

The Swedish Consumer Agency's guidance

The Energy Market Inspectorate (EI)

EI is the supervisory authority for the electricity market that supervises the energy markets for electricity, natural gas and district heating. Here you can also get information and guidance.

https://www.ei.se/konsument/

General Complaints Board (ARN)

ARN is a government authority that hears disputes between traders and consumers. You can turn here to have your case tried. A decision from ARN is a recommendation on how the dispute should be resolved.

https://www.arn.se/

You can also contact them on Phone number to ARN: 08-508 860 00

Your personal data is handled according to the data protection regulation GDPR. Read the full privacy policy for the Green Hero app.

If you need advice or help resolving a dispute, there are several resources available to you. We recommend that you contact a municipal consumer advisor who can give you independent advice and guidance in matters relating to the electricity market and contracts. You can find more information about these instances here

Municipal Consumer Guidance

The Energy Market Inspection is a supervisory authority that you can contact if you have comments or complaints regarding, for example, electricity grid tariffs or supply quality in the electricity grid.

https://ei.se/

The General Complaints Board is a government authority that hears disputes between businesses and consumers.

https://www.arn.se/

You can also have a potential dispute heard in a general court (district court). However, you should first contact a representative, such as a lawyer, who can assess your case

https://www.domstol.se/

You can pay for your electricity via direct debit, e-invoice or paper invoice. You choose which option suits you best. We always recommend the environmentally friendly options.

You can register direct debit by logging in to Nordfin and choose to register direct debit, or apply via your internet bank. You apply for an e-invoice via the internet bank.

The details in our existing payment information:

• Recipient: Nordfin Capital III AB
• Bank giro: 5599-0402
• Payer number for e-invoice: social security number

Check that the recipient matches your invoice before applying.

The invoice is sent once a month and the electricity bill is always invoiced in arrears. Your first invoice from us will therefore arrive the month after we start your delivery.

If you miss a payment, we will send a reminder after the due date. If the invoice remains unpaid after the reminder, a collection demand is sent out. To avoid unnecessary expenses for reminders and debt collection claims, we recommend that you pay your invoices on time. Please contact customer service if you have any questions or concerns.

Contact customer service at 010-300 23 00 or support@greenhero.com so we can review your case. Start from the payment details and the due date on your invoice.

You can find and read more about the different options at "Our Electricity Agreements"

We only sell 100% renewable electricity, but you can choose between different price models.

It is easy to switch to us as an electrical dealer. You can do this by using our online form or by calling our customer service.

The exchange usually takes between 1-2 weeks. During this time we will handle all the practical details of the switch, including terminating your old contract.

An hourly price means that you pay for the electricity the hour you use it, while a variable electricity price can vary depending on the market price of electricity. Variable electricity prices have historically been cheaper than fixed electricity prices.
Managed electricity contracts are a new type of contract with a longer commitment period, often between 1-3 years, which gives you as a customer better stability in your electricity costs. They are also an advantage for customers who do not want to take on the risk that pricing on the electricity market may fluctuate too much during the contract period. In a messy electricity market, managed electricity contracts can be a security for many.

You have the option to change electricity supplier and make an active choice of electricity contract. To help you make a well-informed decision, you can use the comparison tool Electricity price check.

Elpriskollen is an independent tool provided by the Energy Market Inspection and allows you to compare prices and conditions for different electricity contracts in a simple and transparent way.

Demand flexibility means that you as an electricity user can adjust your electricity use based on changes in the electricity price or other factors. By using electricity when the price is low, or reducing use when the price is high, you can influence both your electricity cost and contribute to a more balanced electricity system.

Examples of how you can be flexible in your electricity use:

• Schedule use of dishwasher or washing machine at times of lower electricity prices.
• Optimize EV charging to take advantage of price variations.
• Take advantage of smart systems that adapt the heating or cooling of your home according to the electricity price.

For more information on demand flexibility you can visit The Energy Market Inspectorate's website.

When you buy electricity in Sweden, you not only pay for the electricity you consume, but also for several services and fees that enable the electricity market to function. Here is an overview of the various costs involved:

1. Nordpools handling

Nordpool is the Nordic electricity exchange where electricity is traded. The fee covers the administration and handling of electricity purchases between producers and electricity suppliers.

2. Swedish Power Grid Services

Svenska Kraftnät is the state-owned company responsible for the stable and safe operation of the Swedish grid - the large power lines. The fee contributes to the operation and maintenance of this network and to ensuring the balance between production and consumption of electricity in real time.

3. Balance responsibility administration

Balance responsible actors ensure that the amount of electricity produced matches the amount consumed. This fee covers the costs of maintaining this balance and thus preventing disruptions to the electricity grid.

4. Origin Warranty Administration

If you buy renewable electricity, a guarantee of origin is included, which shows that the electricity comes from, for example, wind power, hydropower or solar power. This fee covers the administration of these guarantees.

5. Volume related services

Volume related services are costs based on how much electricity you consume. They include various charges linked to the transport and handling of the electricity.

6. Electricity certificate contribution

The electricity certificate system is a way to support the production of renewable energy. As an electricity customer, you pay a small fee that goes to producers of renewable electricity, which helps to increase the share of sustainable energy in the electricity mix.

7. Contract Addendum

In addition to these costs, your electricity contract may contain specific add-ons depending on what you and your electricity supplier have agreed upon. For example, there may be extra costs for a fixed price, environmental labeling or additional services.

Total price for your electricity

The total price of your electricity consists of three parts:

• Electricity price: The price of the actual electricity you consume.
• Grid Charge: The cost of transporting the electricity from the grid to your home. This invoice comes from your local electricity company.
• Taxes and Fees: VAT, electricity tax and other statutory fees.

By understanding the different parts of your utility bill, you can make more informed choices and gain insight into what you're actually paying for.

The electricity market is a market where producers, network companies and electricity trading companies buy and sell electricity. The Swedish electricity market is regulated by the Swedish Energy Market Authority (Energy Markets Inspectorate) and is called Nord Pool.

An electricity producer is a company that produces electricity from a power source such as hydropower, wind power or nuclear power. An electricity trading company is a company that buys and sells electricity on the market to consumers and businesses.

Open competition means that several different electricity trading companies have the opportunity to sell electricity on the market, and consumers have the freedom to choose which company they want to buy electricity from. This gives consumers greater choice and can often lead to lower prices.

The price of electricity is affected by several factors such as supply and demand, electricity production, the availability of energy sources and weather conditions.

No, you cannot choose your utility company. According to the Electricity Market Act, the electricity grid company operating in your geographical area is responsible for transmitting electricity to your property.

Renewable energy comes from sources such as sun, wind and water. The agreed electricity volume is matched with guarantees of origin from renewable energy sources.

100% renewable energy

Choose renewable energy from sun, wind and water.

Nuclear power

You can also choose nuclear as your origin. The origin selection describes how the agreed electricity volume is reported and does not change which electrons reach your home via the electricity grid.

Read about origin marking at the Energy Market Inspectorate.

The label of origin must report the energy mix, carbon dioxide emissions and used nuclear fuel for the correct accounting year. It must be on or in connection with the electricity trade invoice, or via a clear reference. Get in touch support@greenhero.com for information about your contract's accounting year.

Renewable energy does not mean that all environmental impact is zero. Details for a previous product or a different year do not automatically describe your current contract.

Green Hero strives to reduce its environmental impact by offering electricity to its customers generated from renewable energy sources, such as wind and solar energy.

We also work actively to reduce our own energy consumption by using energy efficient technologies and encouraging our employees to be energy conscious.

Choose between 100% renewable energy and nuclear power. The origin choice is separate from the contract model: quarter-hour pricing or a portfolio-managed tariff.

The difference between traditional fossil-based electricity and electricity from renewable sources lies in the source and environmental impact. Fossil-based electricity is produced from oil, coal and natural gas, which are non-renewable and generate high emissions of greenhouse gases. Electricity from renewable energy sources, such as solar, wind, water and biomass, comes from resources that are renewable and sustainable.

You can reduce your environmental impact as a customer by reducing your energy consumption. This can be achieved by being aware of your daily energy use. Choosing electricity from renewable energy sources also helps to combat climate change.