Terms of Service

1. About Us and Definitions

This website and the services described in these Terms are operated by My Utility Connection Limited, a company registered in England and Wales.

• Company number: 11605989
• VAT registration number: 484594835
• Registered office: 2 Rudgwick Terrace, Avenue Road, London, NW8 6BR
• Contact: contact@myutilityconnection.co.uk

Throughout these Terms, "we", "us" and "our" refer to My Utility Connection Limited. The following definitions apply:

• Platform means the My Utility Connection website at myutilityconnection.co.uk and all associated portals and applications through which the service is delivered.
• Developer means a property developer company or an individual homeowner who uses the Platform to publish Projects and receive Quotes for utility connections.
• Partner means an accredited utility service delivery company that uses the Platform to discover and bid on Projects.
• Project means a utility connection requirement published on the Platform by a Developer.
• Quote means a commercial proposal submitted by a Partner in response to a Project.
• Convertible Quotation means the incumbent utility company's pricing document uploaded by a Developer as the baseline against which Partners compete.
• Contract means an agreement between a Developer and a Partner that is facilitated through the Platform's signing functionality.
• Fee means the percentage-based commission payable by a Partner to us on a winning bid, invoiced separately from any payments between Developer and Partner.
• Managed Application Service means the optional, chargeable service described in section 2A, in which we prepare, submit and manage applications to Utility Companies on a Developer's behalf.
• Utility Company means a network operator or utility (for example a distribution network operator, water company, gas transporter or telecoms provider) to which an application for a new connection is made.
• MUC Team means the officers and employees of My Utility Connection Limited, and third parties it has authorised, who support users on the Platform.

2. Nature of the Service

My Utility Connection is an online marketplace that connects property developers and homeowners with accredited utility service delivery partners for the construction of utility connections — including water, wastewater, gas, and electricity — across the United Kingdom.

Through the Platform, we:

• provide a venue for Developers to publish Projects with supporting documentation, including site plans, drawings, and Convertible Quotations;
• enable Partners to discover, evaluate, and submit Quotes for those Projects;
• facilitate comparison of Quotes against the Convertible Quotation baseline;
• provide contract signing functionality so that Developers and Partners can formalise their agreement through the Platform;
• use AI-assisted tools to score and rank Quotes and to moderate content uploaded to the Platform; and
• verify Partner accreditation through publicly available industry registers, including the Lloyds Register.

We do not perform utility connection work, nor do we subcontract, supervise, or warrant the quality of any work performed by Partners. Partners are independent businesses and are not employees or agents of My Utility Connection. We do not process payments between Developers and Partners — all payments for utility connection work are made directly between the parties on terms agreed between them. We do not guarantee the accuracy of Quotes, project timelines, cost estimates, or Partner capabilities beyond accreditation verification. Nothing on the Platform constitutes legal, financial, or engineering advice.

2A. Managed Application Service

2A.1 Developers may ask us to make and manage their applications to Utility Companies. We offer this only where no application has yet been made with that Utility Company for the site.

2A.2 The Developer is the applicant on each application. We act as the Developer's agent, under a letter of authority the Developer signs and gives to the Utility Company. The Developer keeps the decision to accept any offer from a Utility Company, unless they authorise us in writing to accept it for them.

2A.3 The service covers preparing and submitting the applications, tracking them, chasing the Utility Company, and resolving errors or inconsistencies in its handling of the application. It does not include design or engineering decisions, the connection works themselves, or formal disputes or complaints to a regulator or ombudsman, unless we agree otherwise in writing.

2A.4 The Developer must give us accurate and complete information about the site, and respond promptly to our requests and those of the Utility Company.

2A.5 We manage the application process, but the Utility Company decides whether to make an offer, on what terms, at what price and to what timescale. We are not responsible for those decisions, their charges, or delays caused by the Utility Company.

2B. How the MUC Team Works in Your Account

2B.1 Every Developer and Partner account on the Platform includes members of the MUC Team as account administrators. They don't appear in your team list, they don't receive your account's notifications, and they aren't shown by name on your records.

2B.2 The MUC Team can see everything in your account and take any action an account member can, except signing a Contract. We act on instructions you give us, by email or otherwise. For example, we may publish a Project, enter a Quote from documents you send us, accept or withdraw a Quote, respond to a revision request or cancel a Project.

2B.3 When the MUC Team acts in your account, the action is shown as "My Utility Connection". We keep a record of which team member took each action.

2B.4 The MUC Team never signs a Contract on your behalf. If the parties sign a Contract outside the Platform, we may upload the signed copy and record the Contract as signed. The record shows that it was signed offline and uploaded by us.

2B.5 Where you already work with us, we may set up your account from our records, using your company name and email domain, before anyone from your company registers. Your colleagues join by invitation from an account administrator. While that account exists, nobody using your company's email domain can register a separate account of the same type.

3. Eligibility and Account Registration

Developers. Developer accounts are available to businesses (companies, partnerships, and other legal entities registered in the United Kingdom) and to individual homeowners undertaking property improvement or construction work. Business users registering a Developer account must have the authority to bind their organisation to these Terms. Individual homeowners must be at least 18 years of age and resident in the United Kingdom.

Partners. Partner accounts are for business use only. Partners must be acting on behalf of a company, partnership, or other legal entity registered in the United Kingdom. The person registering a Partner account must have the authority to bind that company to these Terms. Partner accounts are subject to accreditation verification, and we may suspend or remove Partner accounts where accreditation cannot be confirmed.

All users. Users must provide accurate and current information during registration, including their name or company name, address, and contact details. Account credentials are the user's responsibility, and we are not liable for unauthorised access to an account resulting from failure to keep login credentials secure. We may verify the information provided during registration and reserve the right to refuse or suspend accounts where information is materially inaccurate or incomplete.

4. Developer Obligations

By using the Platform as a Developer, you agree to:

• ensure that all Project information, including site plans, drawings, and Convertible Quotations, is accurate, current, and not misleading;
• ensure that you have the right to share all documents uploaded to the Platform and that such documents do not infringe any third party's rights;
• set Project closing dates and delivery deadlines in good faith;
• evaluate Quotes on their merits and not use the Platform solely to obtain pricing intelligence without genuine intent to award work; and
• proceed with the contract signing process in good faith once you have accepted a Quote.

5. Partner Obligations

By using the Platform as a Partner, you agree to:

• maintain valid accreditation with the relevant industry registers throughout your use of the Platform;
• submit only genuine, commercially viable Quotes that you are capable of honouring at the stated price and timeline;
• not submit Quotes for work you lack the capability, capacity, or accreditation to deliver;
• acknowledge that a Fee is payable to us on winning bids, as communicated at the time of registration or project engagement, and that the Fee is payable regardless of whether the underlying work between you and the Developer proceeds to completion, provided a Quote has been accepted and a Contract signed through the Platform; and
• not attempt to circumvent the Platform by contacting Developers directly regarding Projects discovered through My Utility Connection in order to avoid Fees.

6. Fees and Payment

We charge Partners a percentage-based Fee on winning bids. The applicable Fee rate is communicated to Partners at the time of registration or project engagement and may vary by Project. Fees are invoiced separately by us to the Partner following award of work, and payment terms are as stated on each invoice.

The Fee becomes payable once a Quote has been accepted and a Contract has been signed through the Platform, regardless of whether the underlying utility connection work proceeds to completion. We do not process payments between Developers and Partners — all payments for utility connection work are made directly between the parties on terms agreed between them.

We reserve the right to update our Fee structure with reasonable notice to Partners. Changes to Fee rates will not apply retrospectively to Projects already published at the time of the change. Late or non-payment of Fees may result in suspension of the Partner's account and access to the Platform.

Managed Application Service. Developers pay for the Managed Application Service at the price shown on our website when we issue the invoice. The price is per utility and is fixed for that site once invoiced. It's payable in advance, and we start work on receipt of payment. Each invoice refers to these Terms. By asking us to proceed or paying the invoice, the Developer accepts them.

Utility Company charges. The Managed Application Service price covers our work only. It does not include any charge made by a Utility Company, including:

• application and design fees;
• non-contestable charges, for work or costs that only the Utility Company can carry out or levy, such as the final connection to its network, approving and inspecting contestable works, network reinforcement, and infrastructure charges; and
• contestable works, where the Developer chooses to have the Utility Company carry them out instead of a Partner.

The Developer pays those charges separately, either directly to the Utility Company or through us. If they are paid through us, we pass them on at exactly the amount the Utility Company charges, with no mark-up, commission or handling fee added. Contestable works carried out by a Partner are priced in the Partner's Quote, and are not Utility Company charges.

If the Developer cancels before we've submitted an application to a Utility Company, we refund the Managed Application Service price for that utility in full. Once an application has been submitted, that price is non-refundable.

Prices on our website may change. A change does not affect a service already invoiced.

7. AI-Assisted Features and Automated Processing

We use artificial intelligence and automated tools to assist in the operation of the Platform. These include:

• Quote scoring and ranking. AI-assisted analysis is used to help Developers compare Quotes. AI-generated scores are indicative and do not constitute a recommendation or endorsement. Developers are responsible for their own commercial decisions when selecting a Partner.
• Content moderation. Automated tools review content uploaded to the Platform for compliance with these Terms and applicable law.

AI-assisted features are provided as decision-support tools only. No solely automated decision on the Platform produces legal or similarly significant effects on any user without the opportunity for human review.

We continuously improve our AI-assisted features. The specific models, methods, and scoring criteria used may change without notice, but the nature and purpose of AI assistance will remain consistent with this section. Users may contact us at contact@myutilityconnection.co.uk to request information about how AI-assisted features have been applied to their data.

Data residency. All core Platform data — including user accounts, Projects, Quotes, Contracts, and uploaded documents — is processed and stored exclusively within the United Kingdom. Certain ancillary services, such as error monitoring and operational tooling, may process limited data within the European Economic Area, subject to equivalent data protection standards under UK GDPR adequacy decisions.

8. Intellectual Property and User Content

Users retain ownership of all content they upload to the Platform, including site plans, drawings, Convertible Quotations, Quotes, and company profile information. By uploading content, you grant us a limited, non-exclusive licence to store, display, and transmit that content solely for the purpose of operating the Platform and delivering the service. This licence terminates when the content is deleted by you or when your account is closed.

We do not use user-uploaded content for any purpose beyond service delivery, AI-assisted moderation, and AI-assisted Quote scoring as described in Section 7.

You warrant that you have the right to upload all content you submit to the Platform and that such content does not infringe any third party's intellectual property rights.

The Platform itself — including its design, software, branding, and documentation — is the intellectual property of My Utility Connection Limited. Users may not copy, modify, distribute, or reverse-engineer any part of the Platform without our prior written consent.

9. Confidentiality and Data Handling

We treat all Project data as confidential. Project information, uploaded documents, and Quotes are disclosed only to parties with a legitimate role in that Project — namely the publishing Developer and Partners who have expressed interest or been invited to quote. We do not share a Developer's Project data with competing Developers, nor a Partner's commercial pricing with competing Partners.

The MUC Team can access the data in every account, including Projects, Quotes and Contracts, as described in section 2B.

Where a Developer has enabled a non-disclosure agreement requirement for a Project, Partners must accept the NDA before accessing Project documentation. The NDA is a direct agreement between the Developer and the Partner — we facilitate its execution but are not a party to it.

We reserve the right to access user data where reasonably necessary for: (a) service delivery and Platform operation; (b) AI-assisted moderation and Quote scoring as described in Section 7; (c) dispute resolution between users; and (d) compliance with applicable law or regulatory requirements.

On account closure, users may request deletion of their uploaded content by contacting us. We will comply within a reasonable timeframe, subject to any legal retention obligations.

For full details on how personal data is collected, used, and protected, please see our Privacy Policy.

10. Contract Signing and Electronic Signatures

The Platform provides functionality for Developers and Partners to sign Contracts electronically following acceptance of a Quote. Contracts signed through the Platform are agreements between the Developer and the Partner. We facilitate the signing process but are not a party to the Contract and have no obligations or liability under it.

Electronic signatures executed through the Platform are intended to satisfy the requirements of the Electronic Communications Act 2000 and are legally binding on the parties to the Contract. Both parties receive a copy of the signed Contract through the Platform, and it is each party's responsibility to retain their own copy for their records.

We do not review, verify, or warrant the legal adequacy of Contract terms. Users are responsible for ensuring that Contract terms are appropriate for their specific engagement and are advised to seek independent legal advice where necessary.

Where the parties sign a Contract outside the Platform, the MUC Team may upload the signed copy as described in section 2B.4. The signed copy, not the Platform, is the evidence of signature.

11. Marketplace Liability and Disclaimers

Except for the Managed Application Service (section 2A), we act as an intermediary marketplace only. To the fullest extent permitted by law:

• we are not liable for the quality, safety, legality, or timeliness of any work performed by Partners;
• we are not liable for any loss or damage arising from a Developer's decision to accept or reject a Quote; and
• we are not liable for any dispute between a Developer and a Partner, including disputes relating to pricing, scope of work, delivery timelines, or Contract performance.

When the MUC Team acts on your instructions under section 2B, we will carry them out with reasonable care and skill. You remain responsible for the decisions in those instructions, such as which Quote to accept.

We take reasonable steps to verify Partner accreditation through publicly available industry registers. However, we do not warrant that accreditation information is complete, current, or accurate at all times, and users should independently verify Partner credentials before entering into a Contract.

We provide a dispute escalation process. Users may contact us at contact@myutilityconnection.co.uk to raise concerns about another user's conduct on the Platform. We will review such complaints and may take action including account suspension, but we are not obligated to resolve commercial disputes between users.

The Platform is provided on an "as is" and "as available" basis. We do not warrant that the Platform will be uninterrupted, error-free, or free from security vulnerabilities.

To the maximum extent permitted by law, our total aggregate liability to any user for all claims arising from or related to these Terms or the Platform shall not exceed the greater of: (a) the total Fees, and fees for the Managed Application Service, paid by or to that user through the Platform in the twelve months preceding the claim; or (b) five hundred pounds sterling (£500).

Nothing in these Terms excludes or limits our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability that cannot be excluded or limited by law.

12. Account Suspension and Termination

We may suspend or terminate a user's account, with or without notice, if:

• the user breaches these Terms or any applicable law;
• the user provides false or misleading information during registration or in the course of using the Platform;
• a Partner's accreditation is revoked, lapses, or cannot be verified;
• the user engages in conduct that we reasonably consider harmful to other users, the Platform, or our reputation; or
• a Partner fails to pay Fees when due.

Where practicable, we will provide a written statement of reasons for any suspension or termination. Except in cases of serious misconduct or where we are required by law, we will give reasonable notice before terminating an account.

Users may terminate their account at any time by contacting us at contact@myutilityconnection.co.uk. Termination of an account does not release a Partner from liability for any outstanding Fees.

On termination, the user's access to the Platform ceases. Any Projects, Quotes, or Contracts in progress at the time of termination remain subject to the obligations in these Terms until they are completed or otherwise resolved.

13. Prohibited Uses

You must not:

• use the Platform for any unlawful purpose or in violation of any applicable law or regulation;
• upload content that is defamatory, obscene, fraudulent, or that infringes any third party's intellectual property or other rights;
• attempt to circumvent the Platform by contacting users discovered through My Utility Connection directly in order to avoid Fees;
• interfere with or disrupt the Platform, including by introducing malicious code, attempting unauthorised access to systems or data, or scraping or harvesting data from the Platform;
• create multiple accounts to evade a suspension or termination;
• misrepresent your identity, accreditation, capabilities, or affiliation with any organisation;
• collect information about other users for purposes unrelated to legitimate Platform activity; or
• submit false, inflated, or non-genuine Quotes designed to manipulate rankings or undermine other Partners.

We reserve the right to take action, including account suspension or termination, against users who breach any of these prohibitions.

14. Indemnification

Partners agree to indemnify, defend, and hold harmless My Utility Connection Limited, its directors, officers, and employees from any claims, losses, damages, liabilities, and expenses (including reasonable legal fees) arising from: (a) the Partner's breach of these Terms; (b) the quality, safety, or legality of any work performed by the Partner; or (c) any dispute between the Partner and a Developer.

Developers acting on behalf of a business agree to indemnify, defend, and hold harmless My Utility Connection Limited, its directors, officers, and employees from any claims, losses, damages, liabilities, and expenses (including reasonable legal fees) arising from: (a) the Developer's breach of these Terms; (b) the accuracy of Project information and documents uploaded to the Platform; or (c) any dispute between the Developer and a Partner.

The indemnification obligations in this section apply to business users only. Individual homeowners using the Platform as Developers are not subject to indemnification obligations under this section but remain liable for any breach of these Terms.

15. Changes to These Terms

We reserve the right to update these Terms at any time. Changes take effect when published on this page unless we state otherwise. For material changes that affect your rights or obligations, we will provide at least 30 days' notice via email to the address associated with your account before the changes take effect.

Your continued use of the Platform after changes take effect constitutes your acceptance of the updated Terms. If you do not agree with the changes, you must stop using the Platform and close your account.

16. Governing Law and Disputes

These Terms are governed by and construed in accordance with the laws of England and Wales. Any dispute arising from or in connection with these Terms or the use of the Platform shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Before initiating formal proceedings, we encourage users to contact us at contact@myutilityconnection.co.uk to attempt to resolve the matter informally.

17. General Provisions

Severability. If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision shall be severed and the remaining provisions shall continue in full force and effect.

Entire agreement. These Terms, together with our Privacy Policy and any NDA or Contract entered into through the Platform, constitute the entire agreement between you and us regarding your use of the Platform.

No waiver. Our failure to exercise or enforce any right or provision of these Terms does not constitute a waiver of that right or provision.

Assignment. We may assign or transfer our rights and obligations under these Terms without your consent. You may not assign your account or any rights under these Terms without our prior written consent.

18. Contact

Questions about these Terms should be directed to:

My Utility Connection Limited
2 Rudgwick Terrace, Avenue Road, London, NW8 6BR
Email: contact@myutilityconnection.co.uk
Company No. 11605989 | VAT No. 484594835