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Sentinel™ Customer Terms and Conditions

For residential customers of the Sentinel service. Version 1.0 — effective 06/08/2026.

These are the terms on which Sentinel EMS Ltd provides the Sentinel service to you. Please read them carefully before you sign up. You confirm your agreement to them at the end of the signup process by ticking the acceptance boxes described in section 17.
 

Sentinel EMS Ltd is a company registered in England and Wales (registered number 16914668). Our registered office is at Lynnem House, 1 Victoria Way, Burgess Hill, West Sussex, England, RH15 9NF. You can contact us at support@sentinelems.co.uk.
 

These terms apply to residential customers and to smaller commercial customers who sign up online. Larger commercial customers with multi-site, portfolio or bespoke requirements will instead sign a separate Sentinel Commercial Framework Agreement with us; if that applies to you, we'll tell you during signup and route you to that pathway.

Your Sentinel™ service — the essentials


 
A short summary of what Sentinel™ does, what you pay and what you agree to. The full terms below apply in every case.
 

  • Continuous monitoring — a Sentinel differentiator: Sentinel watches your solar and battery system around the clock, spotting faults, communication issues and performance problems and flagging them to you in the app before they cost you money. This is a core part of Sentinel and something most competitor services do not provide.
     

  • Intelligent optimisation: We automatically charge and discharge your battery at the best times to reduce your electricity bills.
     

  • Grid services: We use spare capacity in your battery to help balance the electricity grid, and share the revenue with you.
     

  • What you pay: Your Subscription Fee is set out in the signup form and in your Direct Debit mandate. If you apply a promotional code during signup, you'll receive the free-usage period that code offers, which is confirmed in your signup confirmation email. We'll always tell you at least 30 days before any promotional period ends.
     

  • What you earn: 60% of the Grid Services Revenue we earn from your Compatible Energy Asset. Sentinel keeps 20% and our Intelligent Energy Partner keeps 20%.
     

  • 14-day cooling-off: You can cancel within 14 days of signing up for any reason, no questions asked.
     

  • Cancellation: After the 12-month minimum term, cancel any time on 30 days' notice.
     

  • Equipment control: By signing up you give Sentinel and our Intelligent Energy Partners permission to remotely monitor, optimise and control your Compatible Energy Asset within safe operating parameters. We won't operate it in a way that damages it or voids the manufacturer's warranty.
     

  • Data: You give us permission to access your smart meter data and share it with our partners where needed to deliver the Service. Full details in section 9 and in our Privacy Policy.
     

  • One flexibility provider only: While you're using Sentinel, you can't sign your Compatible Energy Asset up to another grid-flexibility, VPP or aggregator scheme.
     

  • No earnings guarantee: Any estimates we give you for savings, earnings or payback are illustrative only. Actual outcomes depend on things outside our control, including your tariff, usage, weather and grid programmes.
     

  • Your consumer rights: If you are a consumer (an individual not acting in the course of a business), nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

A few defined terms

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These terms are used throughout this document:

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  • "Customer" means you, the person or business who signs up for the Service.
     

  • "Property" means the residential or commercial property at which your Compatible Energy Asset is installed and at which the Service will operate, as recorded in your Signup Form.
     

  • "Compatible Energy Asset" means the solar inverter, battery storage system, EV charger or other energy asset installed at your Property and approved by Sentinel for use with the Service, as recorded in your Signup Form.
     

  • "Signup Form" means the online form you complete when signing up for the Service. It records the specific details of your account, including your Property, Compatible Energy Asset, chosen plan, Subscription Fee, any Promotional Code applied, and the version of these terms you accepted. Your Signup Form forms part of your agreement with Sentinel.
     

  • "Signup Confirmation" means the email Sentinel sends you after signup confirming your account details, your Service Start Date, and any Promotional Period that applies to you.
     

  • "Subscription Fee" means the fee payable for the Service, as recorded in your Signup Form and in the Direct Debit mandate you agree to at signup. The Subscription Fee for residential customers is a fixed monthly or annual price. For commercial customers, the Subscription Fee is calculated based on the size and specification of your Compatible Energy Asset and is set out in your Signup Form.
     

  • "Promotional Code" means a code you may apply at the end of the signup process which entitles you to a Promotional Period. Sentinel may issue different Promotional Codes from time to time, each offering a different length of free usage.
     

  • "Promotional Period" means the period of free usage of the Service (if any) that follows from a valid Promotional Code applied during signup. The length, start date and end date of your Promotional Period are confirmed in your Signup Confirmation.
     

  • "Service Start Date" means the date on which Sentinel confirms in writing that the Service is live at your Property, following successful onboarding.
     

  • "Intelligent Energy Partner" means any third-party technology provider whose software platform Sentinel uses to deliver the Service. Sentinel may add, replace or change its Intelligent Energy Partners from time to time; Sentinel remains responsible to you for the Service.

  • Sentinel is an intelligent energy management service. It connects to the solar inverter, battery storage system or other Compatible Energy Asset at your Property and delivers three things together, as a single service. Monitoring sits at the heart of Sentinel and is a key point of difference between us and other services in this market.
     

    • Continuous monitoring. Sentinel monitors your Compatible Energy Asset and your Property's energy data around the clock, at intervals of approximately every five minutes. We look for system faults, communication failures, unusual operating conditions and performance issues, and surface them to you in the Sentinel app before they turn into bigger problems. This proactive, 24/7 monitoring is a defining feature of Sentinel — most competitor services provide optimisation and grid services only, and leave you to spot faults yourself.
       

    • Intelligent optimisation. Sentinel automatically charges and discharges your battery at the best times, working with your energy tariff, to reduce the cost of the electricity you import from the grid and increase the value of any electricity you export.
       

    • Grid services. Sentinel uses spare capacity in your battery to help balance the electricity grid. When we do, you earn a share of the revenue Sentinel receives from grid operators (see section 5).

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    What the Service can do at your Property depends on your Compatible Energy Asset, your tariff, your location and the grid flexibility programmes available at the time.

  • To use the Service you (or, if you are a business, the authorised signatory of the business) must:
     

    • be at least 18 years old and, if you are an individual, resident in the United Kingdom;
       

    • if you are a business, be incorporated or established in the United Kingdom and authorised to enter into this agreement on the business's behalf;
       

    • be the owner, or have permission from the owner, of the Property and the Compatible Energy Asset being connected;
       

    • be the named account holder for the Property's electricity supply (or have the account holder's permission);
       

    • have a Compatible Energy Asset — we'll tell you at signup whether your equipment is supported. Sentinel supports a growing list of inverters and battery systems; the current supported list is shown in the Signup Form;
       

    • have a working smart meter (or equivalent half-hourly metering) capable of providing half-hourly readings;
       

    • have a working broadband connection at the Property to which the Compatible Energy Asset is connected;
       

    • be on an energy tariff suitable for the Service, or be willing to switch to one; and
       

    • not have your Compatible Energy Asset already enrolled in any other grid-flexibility, virtual power plant or aggregator scheme (see section 7).
       

    When you sign up, please give us accurate information about yourself, your Property and your Compatible Energy Asset, and keep it up to date.

  • You have the right to cancel this agreement within 14 days of signing up for any reason, without needing to give us one. If you are a consumer, this is your right under the Consumer Contracts Regulations 2013; if you are a business, we offer you the same 14-day cooling-off right as a business courtesy.
     

    To cancel within the cooling-off period, email us at support@sentinelems.co.uk. If you have asked us to start the Service during the cooling-off period and you then cancel, we may charge you a reasonable amount for the Service we've already provided up to that point. In practice, if a Promotional Period applies to you and the cancellation happens during it, no fee will be charged.
     

    After the cooling-off period ends, section 10 explains how to end the agreement.

  • 4.1 Connecting to your energy asset

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    To provide the Service, Sentinel works with approved Intelligent Energy Partners — third-party technology providers who operate the software platforms Sentinel uses to connect to and control your Compatible Energy Asset. Sentinel and its Intelligent Energy Partners connect to your Compatible Energy Asset either directly or through a secure integration. By signing up, you give Sentinel and its Intelligent Energy Partners permission to access, monitor and remotely control your Compatible Energy Asset for the purposes of delivering the Service. Sentinel may add, replace or change its Intelligent Energy Partners from time to time; we will always remain responsible to you for the Service.

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    4.2 Monitoring and optimising your energy

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    Once we're connected, monitoring begins immediately: Sentinel starts collecting data from your Compatible Energy Asset and your smart meter and looking for issues that may need your attention. Optimisation follows shortly after, and may take up to seven days to become fully effective while our software learns how the Property uses energy.
     

    Sentinel will operate your Compatible Energy Asset with reasonable care and skill and only within the manufacturer's published operating parameters. We won't operate it in a way that could reasonably be expected to damage it or invalidate the manufacturer's warranty.

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    4.3 Grid services participation

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    When grid flexibility programmes are available and your Compatible Energy Asset is eligible, Sentinel and its Intelligent Energy Partners will register your asset to participate on your behalf. Participation depends on market availability, asset compatibility, location, programme rules and the acceptance of the relevant programme operator. We do not guarantee that your Compatible Energy Asset will be accepted into any particular programme, or that you will earn any particular level of Grid Services Revenue.

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    4.4 Manual overrides

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    You can request a temporary override of automated control through the Sentinel app or by contacting our customer support team. Frequent or extended overrides may reduce your savings, reduce your Grid Services Revenue and affect your eligibility for particular programmes.

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    4.5 Service updates and interruptions

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    Sentinel will use reasonable care and skill to keep the Service running reliably. From time to time we may need to update, pause or temporarily suspend the Service for maintenance, security, legal or operational reasons. Where we can, we'll give you advance notice; in an emergency, we may need to act without notice.
     

    The Service depends on a number of third-party systems — your smart meter, your broadband, your Compatible Energy Asset's manufacturer platform, the Data Communications Company (DCC), and the systems of grid operators. Interruptions to those systems can affect the Service, and we're not responsible for outages, changes or issues that are outside our reasonable control.

  • 5.1 Subscription Fee

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    Your Subscription Fee is set out in your Signup Form and in the Direct Debit mandate you agree to at signup. For residential customers, the Subscription Fee is a fixed monthly or annual price (your choice at signup). For commercial customers, the Subscription Fee is calculated based on the size and specification of your Compatible Energy Asset and is set out in your Signup Form.
     

    Subscription Fees are payable in advance by Direct Debit. Your first payment is taken on or shortly after your Service Start Date, or at the end of any Promotional Period if one applies to you.
     

    Sentinel may change its Subscription Fees from time to time. Any change to the fee you personally pay will be notified to you at least 30 days in advance and will not take effect during a Promotional Period. If you don't accept a change, you can end your agreement before the change takes effect (see section 10).

    5.2 Promotional Codes

    From time to time Sentinel may issue Promotional Codes offering a period of free usage. If you apply a valid Promotional Code at the end of the signup process, the Subscription Fee for the Service is waived for the length of the Promotional Period that Code offers. The specific length, start date and end date of your Promotional Period are confirmed in your Signup Confirmation email.

    Promotional Codes are personal to you, not transferable, cannot be exchanged for cash, and can only be applied once during signup. Sentinel may withdraw or change future Promotional Codes at any time; a change to future codes does not affect any Promotional Period already recorded in your Signup Confirmation.

    We will always remind you by email at least 30 days before your Promotional Period ends.
     

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    5.3 Bill savings

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    Any bill savings the Service delivers appear on your energy supplier's bills — for example, through reduced import costs or increased export earnings. Sentinel doesn't hold or collect any of your bill savings on your behalf.

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    5.4 Grid-services revenue share

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    When Sentinel or its Intelligent Energy Partner earns revenue from grid operators for using your Compatible Energy Asset in a grid services programme, we share that revenue as follows:
     

    •         60% to you (the Customer);

    •         20% to Sentinel EMS Ltd (as a management fee);

    •         20% to our Intelligent Energy Partner (as a platform fee).
     

    This split applies to the gross revenue we actually receive in respect of your Compatible Energy Asset. Your share will be paid to the bank account you nominate at signup, within 30 days of the end of each settlement period.
     

    We may withhold your share where the underlying revenue hasn't been received by us, is in dispute, has been clawed back by the programme operator, or where you're in serious breach of these terms.

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    5.5 Estimates and no guarantee

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    Any figures we give you for expected bill savings, Grid Services Revenue, payback, return on investment or carbon reduction — including outputs of our website savings calculator — are illustrative only. Actual outcomes depend on many things we don't control, including your energy usage, generation, battery availability, tariff, market prices, grid events, smart meter data, internet connection and third-party programme rules. Sentinel does not guarantee any specific level of savings or earnings.

  • If you are a consumer (an individual not acting in the course of a business), the Consumer Rights Act 2015 gives you the following rights, which apply to the Service:
     

    • the Service must be provided with reasonable care and skill;
       

    • information we give you about the Service (on our website, in the app or in your account) forms part of what you're entitled to expect; and
       

    • if the Service isn't provided with reasonable care and skill, you can ask us to repeat or fix it, and if we can't, you may be entitled to a price reduction.
       

    These rights are in addition to your other rights under these terms and cannot be limited or excluded by us. If you are a business, these particular statutory rights do not apply to you, but Sentinel still commits under these terms to provide the Service with reasonable care and skill.

  • While you're using the Service, please:
     

    • keep your Compatible Energy Asset powered on, connected to broadband and reasonably maintained;
       

    • keep your contact details, tariff, energy supplier and bank details up to date;
       

    • tell us as soon as reasonably possible if you change tariff, energy supplier, Compatible Energy Asset, or the owner or occupier of your Property;
       

    • give us accurate information;
       

    • not tamper with, modify or attempt to bypass the Service, or Sentinel's or its Intelligent Energy Partners' control of your Compatible Energy Asset;
       

    • follow the manufacturer's instructions for your Compatible Energy Asset and any safety guidance we give you; and
       

    • during your time with Sentinel, not sign your Compatible Energy Asset up to another grid-flexibility, virtual power plant or aggregator scheme. Sentinel is your sole flexibility provider while you're a customer.
       

    If you don't do these things and it affects the Service, we may not be able to deliver the savings or grid earnings you'd otherwise expect, and we're not responsible for any resulting loss.

  • If you sell, transfer, sub-let or vacate your Property, please tell us at least 14 days before you do. When you do, you can either:
     

    • end this agreement under section 10 (you can end for any reason at that point regardless of whether the minimum term is up); or
       

    • ask us to transfer the Service to the new owner or occupier of the Property under a new Sentinel Customer signup — we're not obliged to accept the new owner or occupier, but we normally will if they're eligible.
       

    If you move to a new property with your Compatible Energy Asset, we'll do our best to transfer the Service to your new property. This is subject to eligibility at the new property and a new Service Start Date.

  • We take your privacy seriously. We process your personal data and your energy data in accordance with the UK GDPR, the Data Protection Act 2018 and our Privacy Policy (available at https://www.sentinelems.co.uk/privacy-policy). We use appropriate technical and organisational measures to protect your data.
     

    By signing up, you give us permission to collect, access, process and share the following data for the purposes of providing the Service:
     

    • your smart meter data (half-hourly readings) via the DCC;
       

    • data from your inverter and battery, including telemetry, event logs and firmware information;
       

    • your MPAN, tariff details and information about your energy supplier;
       

    • data about your electricity import and export;
       

    • your contact and bank details for the purposes of paying your share of Grid Services Revenue and administering your account.
       

    We share this data with the following categories of third party, where doing so is necessary to deliver the Service:
     

    • Sentinel's approved Intelligent Energy Partners, who operate the software platforms Sentinel uses to deliver the Service and act as our sub-processors;
       

    • your energy supplier, where required for tariff or settlement purposes;
       

    • Distribution Network Operators, the National Energy System Operator (NESO), and grid services programme operators, where required to participate in grid services;
       

    • the inverter and battery manufacturers whose equipment you use (currently FoxESS, and in due course Solis, Solax, Growatt, SigEnergy);
       

    • our professional advisors, auditors, insurers and successors in business.
       

    You can withdraw your consent to any of these types of processing at any time by emailing support@sentinelems.co.uk. Please be aware that if you withdraw consent, we may no longer be able to deliver the Service, in which case section 10 applies.

    Anonymised and aggregated data may be used by Sentinel and its Intelligent Energy Partners for product improvement, analytics, benchmarking and statistical purposes, without further consent.

    If a data breach affects your personal data, we will tell you without undue delay in line with our legal obligations.

  • 10.1 Minimum term

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    This agreement runs for a minimum term of 12 months from your Service Start Date. After the minimum term, the agreement continues on the same terms until it's ended under this section.

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    10.2 Your right to cancel

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    You can end this agreement:

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    • within 14 days of signing up, for any reason (see section 3);
       

    • at any time, if you're leaving or transferring your Property (see section 8);
       

    • at any time, if we materially change these terms or the Subscription Fee in a way you don't accept; and
       

    • at any time after the 12-month minimum term, by giving us 30 days' notice.

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    10.3 Our right to end the agreement

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    We can end this agreement immediately by giving you written notice if:
     

    • you seriously or repeatedly breach these terms and, where the breach can be fixed, you don't fix it within 14 days of our written request;
       

    • you withdraw your consent to the processing of your data or your Compatible Energy Asset ceases to be eligible for the Service;
       

    • you fail to pay a Subscription Fee when due and the failure continues for more than 14 days after a reminder; or
       

    • we reasonably suspect fraud, misuse of the Service, or activity that harms the operation or reputation of the Service.
       

    We can also end this agreement on 60 days' written notice if we withdraw the Service or if your Compatible Energy Asset model is no longer supported by Sentinel or its Intelligent Energy Partners.

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    10.4 What happens when the agreement ends

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    When the agreement ends:

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    • Sentinel and its Intelligent Energy Partners will stop providing the Service and stop sending control signals to your Compatible Energy Asset;
       

    • any Grid Services Revenue you've earned up to termination will be settled in the next ordinary payment cycle;
       

    • if you'd like a copy of your data (such as your half-hourly readings) before we delete it, please ask us within 30 days of termination and we'll provide it in a CSV file; and
       

    • the sections of these terms that are intended to continue after termination (including data, liability, complaints and governing law) will continue to apply.

  • We take our responsibilities seriously. Nothing in these terms limits or excludes our liability for:
     

    • death or personal injury caused by our negligence;
       

    • fraud or fraudulent misrepresentation;
       

    • any breach of your statutory rights as a consumer under the Consumer Rights Act 2015; or
       

    • anything else that can't be limited or excluded by law.
       

    Subject to that, our total liability to you under this agreement in any 12-month period is limited to the greater of (a) the total Subscription Fees you've paid us under this agreement in that period, and (b) £1,000.
     

    Also subject to that, we're not responsible for:
     

    • any loss of expected savings, Grid Services Revenue or expected export earnings;
       

    • losses caused by outages of your smart meter, the DCC, your broadband, your energy supplier or your Compatible Energy Asset's manufacturer platform;
       

    • losses caused by changes in market rules, tariffs or directions of grid operators (DNOs, NESO or others);
       

    • losses caused by you breaking these terms, or by you or a third party overriding, disabling, tampering with or misconfiguring your Compatible Energy Asset or its settings; or
       

    • indirect or consequential losses.

  • We're not responsible for any delay in or failure to provide the Service where that delay or failure is caused by events outside our reasonable control. These include acts of God, extreme weather, fire, flood, war, terrorism, civil unrest, pandemics, strikes, internet or telecoms outages, smart meter or DCC outages, manufacturer platform outages, changes in law, changes in grid programme rules, and acts or omissions of grid operators, energy suppliers or third parties on whom the Service depends.
     

    If this happens, we'll use reasonable efforts to reduce any disruption to you and to restore the Service as soon as we can.

  • If you have a complaint about the Service, please contact us in the first instance at support@sentinelems.co.uk. We'll acknowledge your complaint within 5 working days and aim to resolve it within 8 weeks.
     

    Sentinel operates in line with the HIES Consumer Code. If you're not happy with our final response to your complaint, you may refer your complaint to the alternative dispute resolution body identified in that response, or to the relevant ombudsman service.

  • We may update these terms from time to time. If we make a material change, we'll give you at least 30 days' notice by email or through your Sentinel account. If you don't accept the change, you can end the agreement before the change takes effect. Continuing to use the Service after that point means you accept the updated terms.
     

    Non-material changes (such as clarifying wording or correcting typos) may be made without notice. The version of these terms in force at any time is the version published on our website.

  • These terms, together with the Privacy Policy, form the whole agreement between you and Sentinel EMS Ltd for the Service. They replace any earlier version of the terms.
     

    If any part of these terms is found to be invalid or unenforceable, the rest will continue to apply.
     

    If we don't enforce a right under these terms straight away, that doesn't mean we've given it up.
     

    Notices to us should be sent by email to support@sentinelems.co.uk. Notices to you will be sent by email to the address on your account.
     

    Sentinel may transfer or subcontract its rights and obligations under these terms to suitable third parties (including its Intelligent Energy Partners), provided that Sentinel remains responsible to you for the performance of the Service. You may not transfer your rights or obligations under these terms without our written consent.

  • These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute arising from them — except that if you live in Scotland you may bring proceedings in Scotland, and if you live in Northern Ireland you may bring proceedings in Northern Ireland, in each case in line with your statutory rights as a consumer.

  • You accept these terms by ticking the acceptance checkboxes when you create your Sentinel account. Because the Service involves us controlling your equipment and processing your data, we ask you to tick three separate boxes at signup, each covering a specific permission:
     

    • I agree to Sentinel's Customer Terms and Conditions (these terms).
       

    • I give Sentinel and its Intelligent Energy Partners permission to remotely monitor, optimise and control my energy asset for the purposes described in these terms.
       

    • I give Sentinel permission to access my smart meter data and share it with the third parties listed in section 9 for the purposes described in these terms.
       

    The version of these terms live on our website at the time you accept them is the version that applies to you, together with the details set out in your Signup Form (including your chosen plan, Subscription Fee, any Promotional Code applied, Direct Debit mandate details and Compatible Energy Asset) and confirmed in your Signup Confirmation. We keep a timestamped record of your acceptance, including the date and time, the version of the terms accepted, and the specific details recorded in your Signup Form.
     

    If you have any questions about these terms, please contact us at support@sentinelems.co.uk

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