Terms of Service

1. About these terms

• These Terms apply to heating-oil delivery and related services provided by Tudor Energy LLC (“we,” “us”). By placing an order you agree to these Terms.

2. Service area

• We serve Burlington and nearby towns including Avon, Bristol, Canton, Harwinton, New Hartford, Torrington, and Unionville.

3. Pricing

• Order-time pricing: We generally aim to honor the per-gallon price at the time you order. Heating-oil prices are subject to change with market conditions and supply costs, including between ordering and delivery. A displayed quote or upfront payment is not a guaranteed-price contract unless we expressly agree otherwise in writing.
• Final bill: The final bill reflects actual gallons delivered, the applicable per-gallon price, applicable discounts and savings, and disclosed fees. We reconcile that bill with payments already made.
• Automatic delivery pricing: Automatic deliveries are billed at the price per gallon at the time of delivery, less applicable discounts and savings available then. Automatic Delivery is not a fixed-price or price-lock program.
• Emergency delivery surcharge: Urgent or same-day service is subject to availability and may carry an additional surcharge disclosed before scheduling.

4. Orders and scheduling

• Orders are will-call unless otherwise stated.
• Delivery timing: Most deliveries are completed within five business days after ordering. This is not a guaranteed delivery deadline. Timing remains subject to route capacity, weather, safe access, and fuel availability. Call us for urgent requests; same-day or next-day service is subject to availability and may carry a disclosed surcharge.
• Force majeure: We may delay, reschedule, or cancel deliveries due to circumstances beyond our reasonable control, including but not limited to: severe weather (ice, snow, flooding, hurricanes); road closures or hazardous driving conditions; acts of God; natural disasters; pandemics or public health emergencies; government orders or restrictions; labor disputes; fuel supply shortages or disruptions; equipment failures; utility outages; or other emergencies. We are not liable for delays or non-delivery caused by force majeure events. If a delivery is canceled due to force majeure, any charge on your card will be refunded.
• Route optimization: Delivery schedules are subject to change based on route optimization, other customer deliveries, and operational needs.

5. Minimums and fees

• Minimum delivery: 100 gallons. Smaller deliveries may incur a small-order fee.
• After-hours or emergency service may incur an additional fee, disclosed before scheduling.

6. Access and safety

• Safe access required: You must provide safe, clear access to the fill pipe and ensure the tank and venting comply with applicable codes. This includes maintaining a clear, level path free of ice, snow, debris, obstacles, and tripping hazards.
• Snow removal: During winter months, you are responsible for shoveling and clearing snow from the path to the fill pipe before our driver arrives. Failure to provide a safe, snow-free path may result in delivery refusal and a trip fee.
• Delivery refusal: We may refuse delivery if unsafe conditions exist, including but not limited to: iced walkways, unshoveled paths, aggressive animals, blocked access, overhead hazards, or code violations. A trip fee may apply if we cannot deliver due to access or safety issues you failed to address.
• Driver safety priority: Our drivers are instructed not to deliver if conditions are unsafe. All deliveries are weather-dependent. If conditions are not safe for our drivers, we will not deliver and will reschedule without penalty to you.

7. Payments and charges

• Public website checkout: We charge your card immediately for the displayed estimated total you authorize by checking the payment box and clicking Pay. A reliable price is required. If the quote changes before payment, review and authorize the refreshed amount. We confirm the order only after successful payment verification.
• Declined or uncertain payments: A definite decline does not confirm the order or accept a charge. If checkout reports a processing or uncertain payment, do not retry, clear browser storage, or place another order. Contact us so we can verify the outcome. Only follow a new-payment prompt when checkout explicitly says it is safe to retry.
• Customer Portal: Placing a portal order does not charge your card. Pay now is optional early payment, not optional payment overall. Any unpaid balance remains due, ideally before we set out for delivery. Phone orders and automatic deliveries retain their separate payment arrangements.
• Final reconciliation: After delivery, we compare the final bill described in Section 3 with payments already made. We refund an overpayment or charge the remaining balance to the order's payment method. Upfront payment is credited toward the bill and is not charged a second time in full.
• Refund timing: We generally process refunds within 24 hours of cancellation or delivery reconciliation. Your bank or card issuer may take longer to post the credit; we do not control when it appears on your statement.
• Confirmation and receipts: Successful website checkout sends one combined order confirmation and payment receipt when an email address is provided. Delivery and any payment adjustment have their own notices. A delayed or missing email does not mean a payment failed; contact us before paying again.
• Stored payment methods: Our payment processor securely stores your payment method for the order and future deliveries you request. We do not store your full card number. Automatic deliveries require enrollment and the authorization described in Section 16.
• Updating payment methods: Use the Customer Portal or contact us at 860-673-8367 or orders@tudorenergyct.com.

8. Cancellations and refunds

• Before dispatch: Contact us as soon as possible to cancel. There is generally no cancellation fee before we dispatch for delivery, even if your website order has already been paid.
• After dispatch: A $50 cancellation fee may apply once we have dispatched for delivery. Cancellation does not undo charges for fuel already delivered.
• Refund amount: We refund payments remaining after delivered fuel and any applicable charges. If fewer gallons are delivered than estimated, we reconcile the final bill rather than charge for undelivered fuel.
• Refund timing: We generally process refunds within 24 hours of cancellation or delivery reconciliation. Your bank or card issuer controls when the credit appears on your statement and may take longer.

9. Fuel quality and specifications

• Biodiesel blend: In accordance with Connecticut and federal regulations, all heating oil delivered contains a minimum of 10% biodiesel (B10). Depending on our supply source, you may receive B10 (10% biodiesel) or B20 (20% biodiesel) blends. Both blends meet or exceed all applicable ASTM standards and Connecticut regulatory requirements.
• Quality assurance: We deliver heating oil that meets industry standards for residential and commercial heating systems. If you believe there is a quality issue with delivered fuel, notify us within 48 hours of delivery so we can investigate and address the concern.

10. Warranties and disclaimers

• AS-IS delivery: Heating oil is delivered "AS IS" and "AS AVAILABLE" without warranties of any kind, express or implied.
• No implied warranties: We disclaim all implied warranties, including but not limited to warranties of merchantability, fitness for a particular purpose, and non-infringement, to the maximum extent permitted by Connecticut law.
• Equipment compatibility: You are responsible for ensuring your heating system, tank, lines, and equipment are compatible with standard heating oil (including B10/B20 biodiesel blends) and are properly maintained. We are not responsible for equipment malfunctions, clogs, or failures caused by your equipment's condition, age, or incompatibility.
• No guarantee of uninterrupted supply: We do not guarantee continuous or uninterrupted fuel supply, specific delivery dates or times (except as expressly confirmed in writing), or that deliveries will prevent run-outs or heating emergencies.

11. Limitation of liability

• Maximum liability: Our total liability for any claim arising from or related to a delivery or service is limited to the amount you paid for that specific delivery.
• Exclusion of consequential damages: We are not liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to: property damage (except as directly caused by our gross negligence); personal injury; lost profits; business interruption; heating emergencies or run-outs; frozen pipes; discomfort; spoiled food; lodging expenses; or any other damages arising from delayed, rescheduled, or canceled deliveries.
• Customer-owned equipment: We are not liable for damages caused by customer-owned tanks, fill pipes, vent pipes, lines, filters, heating systems, or other equipment, or by your failure to maintain safe access, adequate fill clearances, or code-compliant installations.
• Acts or omissions: We are not liable for damages resulting from your acts, omissions, misrepresentations (such as incorrect tank size or fuel level), or failure to follow instructions or safety guidelines.

12. Indemnification

• You agree to indemnify, defend, and hold harmless Tudor Energy LLC, its owners, employees, drivers, and agents from any claims, damages, losses, liabilities, and expenses (including reasonable attorneys' fees) arising from or related to: (a) defects, malfunctions, or code violations in your tank, heating system, or related equipment; (b) your failure to provide safe access or accurate delivery information; (c) your misrepresentation of tank size, fuel level, or other material facts; (d) your use of heating oil in a manner inconsistent with its intended purpose or applicable regulations; or (e) your violation of these Terms.

13. Delivery time disclaimers

• No guaranteed delivery times: Unless we provide a confirmed delivery appointment in writing, all delivery timeframes (including "same-day," "next-day," or delivery windows) are estimates only and not guarantees.
• Will-call customers: Customers who are not enrolled in Automatic Delivery are responsible for monitoring their fuel level and ordering heating oil with enough time for Tudor Energy to schedule and complete the delivery.
• Automatic Delivery customers: Tudor Energy uses information such as tank size, historical consumption, degree-day and weather data, delivery history, customer-provided information, and wireless tank-monitor readings when available to estimate delivery timing. Tudor Energy will make reasonable efforts to schedule deliveries before the tank becomes critically low, but Automatic Delivery does not guarantee a particular delivery date, tank level, uninterrupted supply, or that a run-out will never occur. Automatic Delivery customers must promptly notify Tudor Energy about material changes in fuel usage, extended vacancies, equipment changes, supplemental heat, leaks, gauge or monitor problems, unusually rapid consumption, or a tank level that appears unexpectedly low.
• Weather and safety delays: Deliveries may be delayed or rescheduled due to weather, road conditions, safety concerns, or other factors. We prioritize driver safety and compliance with applicable regulations.

14. Dispute resolution and arbitration

What this means: If we have a disagreement that we can't resolve by talking it through, it will be settled by a neutral arbitrator (like a private judge) instead of going to court with a jury. Arbitration is typically faster and less expensive than a lawsuit.

• Informal resolution: If you have a dispute, complaint, or concern, please contact us first at 860-673-8367 or orders@tudorenergyct.com. We will make a good-faith effort to resolve the issue informally.
• Binding arbitration: If we cannot resolve a dispute informally, you agree that any claim, dispute, or controversy arising out of or relating to these Terms, our services, or our relationship with you (including disputes about the validity, enforceability, or scope of this arbitration provision) shall be resolved by binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules, rather than in court.
• Arbitration procedures: Arbitration will be conducted in Hartford County, Connecticut, or remotely by video conference if both parties agree. The arbitrator's decision will be final and binding. Each party will bear its own costs and attorneys' fees unless the arbitrator awards costs to the prevailing party.
• Small claims court: Either party may bring an individual action in small claims court in Hartford County, Connecticut, if the claim qualifies.
• No class actions: You agree to bring claims only in your individual capacity and not as a plaintiff or class member in any purported class, consolidated, or representative proceeding. Class arbitrations, class actions, and representative actions are not permitted.
• Opt-out right: You may opt out of this arbitration agreement by sending written notice to Tudor Energy LLC, Burlington, CT, within 30 days of your first order. If you opt out, this arbitration provision will not apply to you, but all other terms remain in effect. If you choose not to opt out, you still have the right to small claims court for qualifying disputes.

15. Communications and SMS consent

By placing an order or providing your contact information, you agree that we may contact you by email, phone call, or text message (SMS/MMS) about your orders, deliveries, and account.

Email and phone calls

• We may contact you by email or phone to confirm orders, schedule deliveries, provide status updates, address safety concerns, and manage your account.
• We may send occasional service updates or promotional offers. You can opt out of promotional communications at any time by using the unsubscribe link in emails or by contacting us.

Text messaging (SMS/MMS)

If you provide your mobile phone number and opt in to receive text messages (for example, by checking a box on our order form or website), you expressly consent to receive automated text messages from Tudor Energy LLC or our service providers (including RingCentral) at that number.

• Types of messages: Text messages may include order confirmations, delivery notifications, appointment reminders, account alerts, safety notices, promotional offers, and other service-related communications.
• Consent not required for purchase: Agreeing to receive promotional or marketing text messages is not a condition of purchasing goods or services from us. However, you may still receive transactional messages (such as order confirmations and delivery notifications) even if you do not consent to marketing messages.
• Message frequency: Frequency varies. Automatic delivery customers may receive approximately 4-8 messages per year. Will-call customers may receive 1-3 messages per order. Promotional messages are sent occasionally.
• Costs: Message and data rates may apply as charged by your mobile carrier. We are not responsible for any charges you incur from your carrier.
• Supported carriers: Service is available on most major U.S. carriers including AT&T, T-Mobile, Verizon, and Sprint. Availability may vary by carrier.
• Opt out: You may opt out (unsubscribe) from text messages at any time by replying STOP to any text message from us. You will receive one confirmation message after opting out. You may also contact us at 860-673-8367 or orders@tudorenergyct.com to opt out.
• Help: For help with text messages, reply HELP or contact us at 860-673-8367.
• Updating your number: You are responsible for notifying us if your mobile phone number changes. We are not liable for messages sent to an old or incorrect number.
• No guarantee of delivery: We are not responsible for delayed, failed, or misdirected messages due to carrier issues, network problems, or other factors outside our control.

16. Automatic delivery program (if selected)

• Automatic Delivery is optional. Enrollment requires your affirmative written or recorded electronic acceptance of Tudor Energy's Automatic Delivery Agreement, which is presented to you when you enroll. See our Automatic Delivery page for a summary of the program, or contact us to enroll.
• Once enrolled, Tudor Energy may schedule deliveries for you without a separate order before each delivery. Delivery timing may be estimated using factors such as tank size, historical consumption, degree-day data, weather, delivery history, customer-provided information, and compatible wireless tank-monitor readings when available.
• Each Automatic Delivery is billed for the actual gallons delivered at Tudor Energy's applicable retail price on the date of delivery, less applicable discounts and savings available then. Automatic Delivery is not a fixed-price, capped-price, lock-in, prebuy, or guaranteed-price arrangement.
• A valid Tudor-approved payment method must remain on file. By enrolling, you authorize the delivery-related payment and reconciliation process described in the Automatic Delivery Agreement.
• You must promptly notify Tudor Energy of material changes in usage or property conditions (for example, adding or removing heating zones, switching fuels, long absences, supplemental heat, or increased occupancy) and of any tank level that appears unexpectedly low.
• Automatic Delivery reduces, but does not eliminate, the risk of a run-out.
• You can cancel Automatic Delivery at any time by phone, email, or any cancellation method available in the customer portal. A delivery that has already been dispatched may still proceed or may result in a properly disclosed trip charge. Cancelling Automatic Delivery does not automatically cancel a Budget Plan or wireless tank-monitoring subscription.
• If a separately signed Automatic Delivery Agreement directly conflicts with these Terms on an Automatic Delivery issue, the Automatic Delivery Agreement controls.

17. Privacy

• See our Privacy Policy for details on how we handle personal information.

17a. Tudor Rewards™

• Participation in Tudor Rewards™ is also governed by our Rewards Terms, which cover point balances, expiration, transfers, redemption limits, and adjustments.

18. Governing law and venue

• These Terms are governed by the laws of the State of Connecticut, without regard to conflict-of-law principles.
• If the arbitration provision does not apply or is found unenforceable, you agree that any legal action or proceeding shall be brought exclusively in the state or federal courts located in Hartford County, Connecticut, and you consent to the jurisdiction of such courts.

19. Severability

• If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.

20. Entire agreement

• These Terms, together with the Privacy Policy and any separately accepted Automatic Delivery Agreement, Budget Plan Agreement, Wireless Tank Monitor Agreement, order confirmation, or other written agreement applicable to your selected service, govern your relationship with Tudor Energy LLC. A separately accepted program agreement controls if it directly conflicts with these Terms concerning that program.

21. Changes to Terms

• We may update these Terms at any time. The "Effective" date at the top of this page indicates when the Terms were last updated. Changes to these Terms apply prospectively as permitted by law. A material change to a separately signed or electronically accepted program agreement will be handled according to that agreement and applicable law. Continued use of our services after a Terms update constitutes acceptance of the revised Terms.

22. Contact

• Questions? Contact us at orders@tudorenergyct.com or 860-673-8367.