Terms Of Service
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1. How To Reach Us
Our regular office hours are from 8 a.m. to 5 p.m., Monday through Friday; however you can reach us in an emergency twenty-four hours a day, 365 days a year.
Office Phone: 276-632-5662
Emergency Phone (After 5 p.m., weekends and holidays): 276-632-5665
2. Standard Contracts
The standard contract for gas service is for a term of not less than one (1) year. A customer who desires to discontinue service before the contract year expires will be required to pay a fee of twenty-five ($25.00) dollars.
3. Paying Your Bill
You should receive your gas bill about the first of each month. You may make payments through our website at www.swvagas.com, by phone during regular business hours, or by mail, drop box, or bank draft by most financial institutions. Our drop box is located on the left just past the mailbox as you drive straight into our parking lot.
The amount shown on your monthly gas bill is due upon receipt of the bill. If payment is not received by the 20th day of the month, a late payment charge will be added as explained below.
Failure to receive your gas bill will not release you from your payment obligation; if you fail to pay your bill when it is due, your gas service will be discontinued.
3. Late Charges
If your gas bill is not paid on or before the 20th of the month, a late payment charge will be added equal to one and one-half (1 - 1/2%) percent of the unpaid bill. When the 20th of the month falls on a Saturday, Sunday or holiday, the next working day will be considered as the last day a payment may be received to avoid the late charge.
If your payment is not received by the 20th, you will be notified that your gas service will be terminated. This is the ONLY disconnection notice sent by the company. Disconnection for non-payment of bills or fees may occur at any time after a residential account is 60 days past due and a non-residential account is 30 days past due.
5. Terminated Service Charges
- If your service is discontinued for non-payment of a bill, a restoration charge, plus all other balances due to the Gas Company, must be paid before service will be restored. Additionally, your service may not be restored until the next working day following payment of all charges.
- Whether or not a security deposit had previously been required, when gas service is discontinued for non- payment, in addition to the above charges, a security deposit will be required for future gas service.
- In the event the same customer requests restoration of service at the same location within 8 months from the date service was discontinued, the following conditions apply: 1.) A reconnect fee of $50.00_must be paid (less the short-term contract charge, if applicable); and 2.) The sum of the minimum bills that would have been rendered during the period the service was discontinued must also be paid.
6. Deposits
After the security deposit has been paid in full, it will be returned to residential customers, with interest, at the end of one (1) year, and for all other customers, at the end of two (2) years, if all gas bills have been paid promptly by the 20th of each month.
7. Request For Discontinuance Of Service
All requests to discontinue service must be presented to our office in writing. This can be done via regular mail or email. Our office can provide a form upon request. Be sure to include your name, address, and account number in your request. Verbal requests to discontinue service cannot be honored.
8. Service Charges
The company does NOT charge for the following services:
- Investigation of any report of a gas leak regardless of where the leak may have been detected.
- All work, such as lighting pilot, necessitated by an interruption of service caused by the Gas Company, other than non-payment of your account.
- All work done on our gas lines before the outlet side of the meter at your home or place of business.
- Initial pilot lighting when a meter is turned on.
EXCEPTION: the customer will be charged a labor rate of $50.00 per hour for any and all subsequent visits if the pilot could not be lit for the following reasons:
- The power and water (if applicable) are not in service.
- The customer fails to meet the service technician at the scheduled time.
9. Customer-owned Fuel-Piping
All piping downstream of the meter is considered "customer fuel-piping" and it is the responsibility of the customer to periodically inspect this piping for the presence of leaks or corrosion and repair any unsafe conditions. This is especially true if any portion of the piping comes in contact with the ground. In the event an unsafe condition is discovered on customer fuel-piping, Southwestern Virginia Gas may interrupt natural gas service without prior notification until the repair of unsafe conditions has been completed.
10. Consent to Electronic Communications
By applying for service, you consent to receiving communications from SVG in electronic format via email, voice, text, or this website. You agree that any notices, agreements, disclosures, or other communications related to your account that we send to you electronically will satisfy any legal communication requirements, including that such communications be in writing. By providing your phone number, you agree that messages related to the status of your account may be delivered to you via phone calls using automated technology and/or pre-recorded messaging. The use of automated messaging, if used, will be solely for notifying you of important information related to the status of your natural gas service such as service interruptions or disconnection notices. You may opt out of automated messaging by contacting our office via the contact form at swvagas.com or by calling us at (276) 632-5662 during business hours.
I (WE) AGREE TO USE AND PAY FOR NATURAL GAS SERVICE UNTIL NOTICE IN WRITING IS GIVEN TO THE CONTRARY, IN ACCORDANCE WITH THE RATES/RULES AND REGULATIONS AS APPROVED BY THE STATE CORPORATION COMMISSION DURING THE LIFE OF THIS CONTRACT.
I (WE) HAVE READ AND UNDERSTAND THE ABOVE CONDITIONS AND I (WE) AGREE TO ACCEPT NATURAL GAS SERVICE ON THE TERMS AND CONDITIONS CONTAINED HEREIN.
