TERMS OF DISTANCE CONTRACT FOR HOUSEHOLDS

 

  1. General Terms
    1. These terms (the Terms) determine the procedure by which SIA “Ignitis Latvija”, Reg. No. 40103642991, (the Trader) and a household user (the User) remotely conclude service contracts using means of distance communication (hereinafter collectively and individually referred to for clarity as contracts or the contract).
    2. All Contracts between the Trader and the User are concluded in writing, including electronically, using the secure means of communication and identification specified by the Trader.
    3. The Terms regulate the procedure for the conclusion, amendment, termination, withdrawal, and communication in relation to contracts using means of distance communication, such as the self-service portal mans.ignitis.lv (the Self-service Portal), the mobile application “Ignitis Latvija” (the Mobile Application), e-mail, and telephone.
  2. Procedure for Conclusion and Amendment of Distance Contract
    1. The Trader sends an offer to the User in electronic form (by telephone, e-mail, on the Self-service Portal, or in the Mobile Application, the latter two enabling the User to authenticate using Smart-ID, an ID card or eParaksts mobile, and to conclude contracts, make amendments thereto, view and pay invoices, monitor consumption data and submit meter readings).
    2. The contract is concluded through means of distance communication if the User concludes it in the following manner:
      1. on the Self-service Portal or in the Mobile Application, by pressing the confirmation button after authentication with secure electronic identification;
      2. by signing with a secure electronic signature and sending the signed contract to the e-mail address indicated by the Trader;
      3. by telephone, if consent is recorded in the call recording and subsequently confirmed in writing on the Self-service Portal or via e-mail.
    3. Upon confirmation of the conclusion of the contract, the Trader sends a confirmation notice to the User at the e-mail address indicated by the User. The contract between the User and the Trader is considered concluded upon the dispatch of the confirmation notice.
    4. The User may  request  amendments to the contract as follows:
      1. on the Self-service Portal or in the Mobile Application after authentication with secure electronic identification;
      2. by telephone after identification of the User, with subsequent recording of amendments and confirmation in writing on the Self-service Portal, in the Mobile Application, or via e-mail;
      3. in writing with a secure electronic signature.
    5. Amendments to the Contract enter into force only after the Trader has received and documented the User's confirmation in writing (including electronically), regardless of the manner in which the amendments were  requested. Amendments applied for by telephone are recorded and confirmed in writing (for example, on the Self-service Portal, in the Mobile Application, or via e-mail).
    6. If the User wishes to change contact information or the method of receiving invoices or equalized payments, such changes can be registered on the Self-service Portal or in the Mobile Application. Changes applied for by telephone or e-mail are confirmed in writing.
  3. User Identification
    1. The Trader ensures User identification:
      1. on the Self-service Portal and in the Mobile Application – using secure electronic identification (Smart-ID, ID card, eParaksts mobile);
      2. on the Self-service Portal and in the Mobile Application – using secure electronic identification (Smart-ID, ID card, eParaksts mobile.
    2. Without identification, the Trader does not conclude a contract and does not make amendments.
    3. The User undertakes to ensure that identifiers and/or passwords do not come into the possession of third parties. The User shall assume liability for any consequences arising from the actions of third parties if such data have become known to them.
  4. Recording of Telephone Conversations
    1. The Trader records telephone conversations with the User to ensure evidence regarding contract conclusion, amendments, execution, quality assurance, and for the protection of the rights of the parties.
    2. The User is warned that the conversation will be recorded.
  5. Right of Withdrawal
    1. The User has the right to withdraw from the contract concluded via distance means within 14 days from the day of conclusion of the contract by submitting a notice electronically or in  paper form. The User may use a withdrawal form. The withdrawal form is available on the Trader's website and on the Self-service Portal.
  6. Final Provisions
    1. The Trader processes the User's data for the purposes of concluding, amending, and executing the contract in accordance with applicable regulatory acts and its privacy notice.
    2. The Trader reserves  the right to amend the Terms. Amendments enter into force upon publication of the updated version of the Terms on the Trader's website.
    3. Any disputes and disagreements arising between the Parties in connection with the Terms shall first be resolved through negotiations and mutual agreement. If an agreement cannot be reached, the User – as a consumer – is entitled to turn to the Consumer Rights Protection Centre regarding issues related to consumer rights protection, or to a court of the Republic of Latvia in accordance with applicable jurisdiction.
    4. The User may submit a complaint to the Trader. The claim will be reviewed within 15 working days from the day of its receipt, and a response will be provided to the communication address indicated in the complaint. If the complaint is recognized as unfounded and/or the User does not agree with it, the User has the right to turn to institutions intended for out-of-court dispute resolution in the order specified in regulatory acts. More information on out-of-court dispute resolution options is available on the website of the Consumer Rights Protection Centre: https://www.ptac.gov.lv/lv/stridu-risinasanas-process and information on out-of-court consumer dispute resolvers: https://www.ptac.gov.lv/lv/arpustiesas-pateretaju-stridu-risinataju-datubaze.
    5. In the event of any discrepancies between this English version of the Terms and the Latvian version, the Latvian version shall prevail.