Terms

Draft — last updated 29 October 2026.

Who we are

Urban Mole Energy is a trading name of Doles Farm Ltd (company no. 12923778, registered in England and Wales), Doles Farm, Doles Lane, Wokingham, RG41 4EA. Contact us at hello@urbanmole.co.uk.

We're independent, and not affiliated with Predbat, PredBat Cloud, Home Assistant, any energy supplier or equipment manufacturer. Some supplier and PredBat Cloud links are referral links, and we say so next to them.

Our savings figures are estimates

The savings calculator, your personal plan and your savings report work out what your home would cost over a year, using your last year's usage (or a typical home's). They're our honest best estimate, not a promise. What you really save depends on how you use power from now on, the weather, future prices and your equipment, and can be more or less than we show.

How we work out your savings

• Prices. A tariff whose price moves (a variable tariff, a tracker, Agile, or one that follows the price cap) is priced at its average over the last 12 months, since nobody knows where it will go next. A fixed deal is priced at its fixed rates. Gas is weighted towards the winter, when most of it is used.
• Switching. What the best tariff you could move to saves with your habits exactly as they are now: the same usage, at the same times, and nothing else changed. If nothing beats your tariff that way, switching saves nothing.
• The Mole. What the Mole Box's automation adds on top of switching: planning your battery, and anything else the Mole controls in your home (your car charger, if it can switch it; free and saving sessions; appliances it runs). If the Mole can't control something, or your supplier runs it (like EDF Smart Charging for your car), moving it to the cheap hours counts as switching, not the Mole. We also show what switching and setting your own timers would save, so you can compare.
• Battery wear is included in every figure with a battery.
• From go-live. The Mole's savings count from the day it starts running your home, after its learning week.
• Real readings or a guess. With your smart meter's half-hourly readings we know when you use power, so we give one figure. Without them we assume a typical home, give a range, and say it's a guess.
• Least hassle. We suggest a tariff with the supplier you're with unless another supplier's would save you £100 a year or more; the cheaper one is still shown.

Choosing a tariff

• Choosing and changing your energy tariff is your decision, made directly with your supplier. We don't switch you, and we never take payments on a supplier's behalf.
• If you change tariff or supplier, yourself or through a switching service, tell us first (on your Manage page or by email). Until we update your Mole, it plans on your old prices.
• We compare tariffs from every major supplier. Some are fixed for a set time with an exit fee: we always show the fee next to the tariff, and never take it out of the saving we quote. Check your supplier's current terms before you switch, as they can change.
• Some suppliers may pay us a fee if you switch through our link. We say so next to every paid link. It never changes the order: we rank tariffs only on what they'd cost your home.

Mole Watch

• Mole Watch costs £29 a year, or £2.99 a month. It's included with Mole Care.
• It includes your switch guide and timer settings, a monthly re-check of your usage against the tariffs we track, an alert when switching would save you £100 or more a year after any exit fee, a reminder before a fixed deal ends, and a monthly savings email.
• Alerts and savings are estimates from your past usage and today's prices. Whether to switch is always your decision.
• You can cancel at any time: see Subscriptions below.

Our first bill check

If you change tariff on our suggestion, send us your first full month's bill (or let the Mole read it). We'll compare it with our estimate and with what your old tariff would have charged for the same usage. If the new tariff is costing you more, we'll tell you, help you switch back or to something better, and set the Mole up for it at no charge. This is included with every setup.

Paying

• There's nothing to pay for a Mole Box until we've checked your home is a good fit. If it turns out it won't work for your home, you pay nothing.
• We take cards, Apple Pay, Google Pay and PayPal, through Stripe. We never see your card details.
• Our free remote access (for the app away from home) comes with Mole Care, and for at least the first 12 months. We can end it with 30 days' notice; Home Assistant Cloud always works instead.
• Predbat is free, open-source software, and you're never charged for it. You pay us for the hardware, setup and support.

Subscriptions: payments, reminders and cancelling

Mole Watch and Mole Care are subscriptions: they carry on, and we take payment, until you cancel. This section is the key information for each, and how cancelling works.

Mole Watch, yearly

• Mole Watch is a subscription: £29 a year (about £2.42 a month), paid today and then every year on the same date until you cancel.
• No minimum term: the least you'll pay is this first year.
• We email you twice before each renewal: 35 to 28 days before, and 10 to 7 days before.
• Cancel any time on your Manage page, at urbanmole.co.uk/cancel, or just ask Martin the Mole, our chat: no phone call, no fee. If you cancel after the first 14 days, you get the full months left back.
• You have 14 days to change your mind for a full refund, and 14 days again after each yearly renewal.
• We'd only change the price with at least 30 days' notice, and you could cancel first.

Mole Watch, monthly

• Mole Watch is a subscription: £2.99 a month, paid today and then every month on the same date until you cancel.
• No minimum term: the least you'll pay is £2.99.
• We email you a reminder every 6 months, 14 to 7 days before a payment.
• Cancel any time on your Manage page, at urbanmole.co.uk/cancel, or just ask Martin the Mole, our chat: no phone call, no fee. It stops at the end of the month you've paid for.
• You have 14 days to change your mind for a full refund.
• We'd only change the price with at least 30 days' notice, and you could cancel first.

Mole Care (comes with a Mole Box)

• Your Mole Box comes with Mole Care, a subscription: free for 3 months, then £4.99 a month, first taken on 3 months after you pay and then every month until you cancel.
• Minimum term 12 months, counting the 3 free ones, so the least you'll pay for Mole Care is £44.91 (9 × £4.99). After that, cancel any time.
• We email you twice before your first Mole Care payment (21 to 14 days, and 10 to 7 days before), then every 6 months, 14 to 7 days before a payment.
• Cancel any time on your Manage page, at urbanmole.co.uk/cancel, or just ask Martin the Mole, our chat: no phone call, no fee. Cancel inside the minimum term and it ends at month 12, with the months left to pay.
• You have 14 days to change your mind for a full refund, and 14 days again from your first Mole Care payment. The Mole Box keeps working without Mole Care.
• We'd only change the price with at least 30 days' notice, and you could cancel first.

Payments and reminders

• We never take a renewal payment before the day it's due.
• Reminders come by email, with what they're about in the subject: for yearly Mole Watch, 35 to 28 days and 10 to 7 days before each renewal; for monthly plans (and Mole Care once you pay for it), every 6 months, 14 to 7 days before a payment; for Mole Care, 21 to 14 days and 10 to 7 days before its first payment.
• If we ever change a price, we tell you at least 30 days before, and you can cancel first.

Cancelling

• Cancel any time, for any reason: the Cancel button on your Manage page (the link at the bottom of every email from us), urbanmole.co.uk/cancel (we email you a link to it), or just tell us by email, chat or post. No phone call, no fee, and any questions we ask are optional.
• We confirm by email within 24 hours (3 working days if you tell us another way), with the date it ends.
• Mole Watch: within 14 days of any payment, it stops straight away and we refund that payment in full. After that, a yearly plan stops straight away and we refund the full months left; a monthly plan runs to the end of the month you've paid for.
• Mole Care: within 14 days of your first Mole Care payment, it stops straight away, we refund that payment and the minimum term no longer applies. Otherwise, cancelling inside the 12-month minimum term means it ends at month 12, with the months left to pay (at least £44.91 in all for Mole Care); after that, it ends at the end of the month you've paid for. The Mole Box keeps working without Mole Care: we stop updating it, watching over it and backing it up, and remote access and Mole Watch stop.

Your right to change your mind (cooling-off)

• You have 14 days to cancel for any reason and get a full refund: for Mole Watch, from the day you sign up; for a Mole Box, from the day you receive it.
• You get another 14 days after each yearly Mole Watch renewal, and after your first Mole Care payment. We email you on the day it starts, with the dates.
• Sending back a Mole Box: within 14 days of cancelling, with its power supply and cable. You pay the postage to send it back, and it's your responsibility until it reaches us, so please pack it well. We refund the box and setup within 14 days of getting it back (or of proof you've sent it).
• You can set it up and try it, as you could in a shop. If it comes back damaged, or handled more than that needs, we may take off what that has cost us, and we'll tell you how much first.
• If we've already set your Mole Box up at your request when you cancel, we don't charge for that setup.
• All refunds go back the way you paid, within 14 days of cancelling unless a box has to come back first.

Complaints

• Email hello@urbanmole.co.uk and we'll reply within 5 working days. If we can't sort it out, Citizens Advice's consumer helpline (0808 223 1133) can advise you. Nothing here affects your rights under the Consumer Rights Act 2015.

Your Mole Box: ownership, delivery and setup

• The Mole Box is yours once it's paid for in full. It's our responsibility until it reaches you: when it's delivered to your address, or when we hand it over on a visit.
• If it arrives damaged or doesn't work, tell us within 14 days and we'll replace it free.
• Most Mole Boxes are posted, and you set them up with our step-by-step guide and remote help. It only needs plugging into your router and a socket: there's no electrical work, and please don't open it. Near Wokingham we can come and set it up instead.
• If you can't finish the setup, tell us and we'll help, remotely or, where we can, with a visit. If it still can't work in your home, you can send it back for a full refund.

Your home network, other equipment and services

• The Mole Box works over your home network, and talks to your inverter, battery, charger and car through the connections their makers provide, some of them online services. We don't change your router's settings, your wiring or your equipment's safety settings.
• We're not responsible for faults in your router, network or broadband, or in equipment and services we don't provide. Makers sometimes change or switch off the connections the Mole uses (an app update, a firmware change, an online service closing). If that stops the Mole controlling something, we'll tell you, do what we reasonably can to restore it, and set your equipment back to its own timers meanwhile.
• The Mole runs free, open-source software made by others, mainly Home Assistant and Predbat. We test every update on our own test box before your Mole gets it, but we don't control what those projects change. If an update causes a problem, we'll put your Mole back on a version that works.

The Mole Box warranty

If the Mole Box fails, we replace it free for 12 months. This covers hardware faults, not damage, or problems caused by changes or add-ons you make yourself. If it ever stops, your battery and car fall back to their own cheap-rate timers, which we set up with you during setup. This is on top of your rights under the Consumer Rights Act 2015.

Making the Mole Box your own

The Mole Box runs Home Assistant, and you're welcome to use it for more than energy: add your own devices, automations and dashboards. Ask at handover if you'd like full admin access.

• A few parts are ours to look after: the Urban Mole dashboard, Predbat's settings, and the Urban Mole files and add-ons. We keep them up to date and may put them back if they've been changed. Settings you choose in the app, like your car's charge target or battery reserve, are kept.
• We test every update to Home Assistant, Predbat and the Mole's add-ons on our own test box before your Mole gets it, and install them in the right order. You can still install one yourself from Home Assistant's screens: we're told when you do, and test that version straight away. If it causes a problem, we may put your Mole back on the version we've tested.
• Your own devices, automations and add-ons are yours. We never change or remove them, and they're outside our support.
• Please don't add a second integration for your inverter, battery or charger. Some (SolarEdge, for example) only accept one connection, and a second one stops the Mole controlling them.
• If a change of yours stops the Mole working, we'll put it right from its nightly backup. Untangling bigger changes may be charged for, and we'll always tell you the price first.

Your equipment

The Mole uses the control settings your inverter, battery and charger already offer, inside the manufacturer's limits. We check your warranty terms before we start and tell you if there's anything to be aware of. We don't change any wiring.

Using our website

The savings calculator is for checking your own home, or a home you're helping someone with. Please don't use automated tools to send it large numbers of requests, collect its results in bulk, or try to copy or work out how it calculates. Our website, calculator and the way they work belong to us.

Our responsibility to you

We'll carry out our work with reasonable care and skill. We're not responsible for the difference between our estimated savings and what you actually save, or for what you pay your supplier, except where it's caused by our mistake. If our mistake costs you money, tell us and we'll put it right.

We're responsible for losses you suffer that are a foreseeable result of us breaking these terms or not taking reasonable care. We're not responsible for losses that weren't foreseeable, for business losses, or for losses caused by things outside our reasonable control. Nothing here limits our responsibility for death or injury caused by our negligence, for fraud, or for anything else the law doesn't let us limit, and nothing here affects your legal rights as a consumer.

How we handle your data is in our privacy notice.