The service
Vorsprung Connect lets you control a home electric car charger that your installer has connected to Vorsprung: see its status, start and stop charging, set when it charges, and see your history. These terms apply when you use the app or this website. The privacy policy explains how we handle your data.
Your account
- You need an account to use the app. Sign up with your email and a password, or with Google or Apple.
- You link a charger with the charger ID and the 6-digit PIN your installer gives you. Only link a charger at a home you live at or are responsible for.
- Keep your sign-in to yourself. Anyone who signs in as you can start, stop and change charging. Tell us straight away if you think someone else has used your account.
- If you move out, delete your account or ask your installer to unlink the charger, so the next owner can link it.
Smart charging
The charger follows the schedule and mode you choose in the app. By default it charges between 22:00 and 08:00, and you can change that at any time. Charge now starts a charge straight away, whatever the schedule.
As the Smart Charge Points Regulations 2021 require, scheduled charges start at a random moment up to 10 minutes after the set time. You can turn this off in Settings. Our compliance page explains the rest.
The app plans charges to give the car the energy you ask for by the time you leave. The car itself can limit or stop a charge, for example when its battery is full or cold, so we can't promise a car will be fully charged.
Prices and forecasts
Prices, costs and carbon figures in the app and on this website are estimates. They come from your tariff as you entered it, Octopus Energy's published Agile prices and National Grid ESO's carbon forecast. Your bill comes from your energy supplier and may differ.
Your charger
The charger is made by its manufacturer and fitted by your installer. Its warranty, safety and installation are theirs to look after, under the agreement you have with them. We look after the app and the connection between the charger and our servers.
Fair use
Don't use the service to control a charger you have no right to, try to get into other people's accounts or chargers, interfere with our servers, or copy or take apart the app beyond what the law allows. We may suspend an account that does these things.
If something goes wrong
We work to keep the service running all day, every day, but it needs your home internet, the mobile network and services we don't control, so it may sometimes be unavailable. When it is, your charger keeps the schedule it already has, and you can still charge with an RFID card or, if your installer set it to, by plugging in.
Nothing in these terms limits your legal rights as a consumer, or our responsibility for death or injury caused by our negligence, or for fraud. Otherwise we are responsible only for loss you suffer that was a foreseeable result of us breaking these terms or not using reasonable care, and not for business losses.
Ending
You can stop using the service and delete your account at any time. We may close an account after warning you if the terms have been broken, or end the service with at least 3 months' notice.
Changes and law
If we change these terms in a way that matters, we will tell you in the app before the change takes effect. If you don't agree, you can delete your account.
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts. If you have a complaint, write to [email protected] first and we will try to put it right.