Move In****: / / Sales Representative:

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1 BILLING INFORMATION: StarTex Power Commercial Electricity Authorization Addendum SMALL COMMERCIALCONTRACT FIXED PRICE StarTex Power- PUCT License #10089 If there are any changes or cancellations to this order, it is the responsibility of the Customer to Contact StarTex Power immediately. Please refer to the Terms of Service Agreement for all applicable terms and conditions. ALL FIELDS ARE REQUIRED Company Name: Add to Account: DBA: Billing Address: Type of Business: Suite/Unit#: City: State: Zip Code: Contact Name: Contact Phone: Fax: SERVICE INFORMATION: Service Address(s) (Optional): ESID 1. ESID: Suite/Unit: City: Standard Switch* Future Switch**: / / Self-Selected***: / / State: TX Zip: Move In****: / / 2. ESID: Suite/Unit: City: Standard Switch* Future Switch**: / / Self-Selected***: / / State: TX Zip: Addendum Attached with additional Service Address/ESID(s) Move In****: / / TAX ID/SSN (REQUIRED FOR PROCESSING): *Standard Switches may take up to 7 business days and typically will be completed in 3 to 7. This read may be estimated by the TDSP. **Future Switch date specified is an estimate due to the variance in the standard switch timings across multiple TDSPs. ***Self-Selected switch requests will be requested on the business day identified by Customer. Non-recurring TDSP charges will apply. **** Move In Approximately 3-5 business days. Non-recurring TDSP charges will apply. AUTHORIZATION: By initialing here, I acknowledge that I have been provided with a copy of and have read and understand the Terms of Service Agreement for the product for which I am enrolling. By initialing here, I acknowledge that I understand that the Fixed Energy Charge I am agreeing to is cents per kwh with a $7.99 monthly Meter Fee per meter (ESID) plus any applicable charges from the TDSP, the Initial Term of service that I am agreeing to is ( ) consecutive months, that I will be required to pay a deposit if required based on the credit requirements of StarTex Power at any time hereafter, and that there is an Early Termination Fee for early cancellation as is described in the Terms of Service Agreement. By initialing here and signing below, I am authorizing StarTex Power to become my Retail Electric Provider and to act as my agent to perform the necessary tasks to establish my electric service account with StarTex Power. This authorization to establish my electric service with StarTex Power extends to all locations identified in this Agreement as described in the Terms of Service Agreement. I have read and understand this Commercial Electricity Authorization Agreement and the Terms of Service Agreement that describe the service I will be receiving. I am at least eighteen years of age and legally authorized to select or change Retail Electric Provider for the Service Address(s) and ESID(s) listed above. If the aggregated demand of all ESID(s) associated with this agreement is less than 50kW, you have the right to review and, in case of a normal switch request, rescind this Agreement within three federal business days, after signing this Agreement, without penalty. Customer Signature: Print Name: Effective Date: Sales Representative: P.O. Box 4802 Houston, TX Page 1 of 14

2 STARTEX POWER PUCT LICENSE #10089 TERMS OF SERVICE / FACTS LABEL / CUSTOMER RIGHTS SMALL COMMERCIAL FIXED RATE PRODUCT Version 05/01/2010 Terms of Service Agreement This Terms of Service Agreement ( Agreement ), including attachments entitled: Your Rights as a Customer, Commercial Electricity Authorization Addendum, Electricity Facts Label( EFL ), and any ESID Addendum, sets forth the terms and conditions under which a commercial electricity customer ( Customer ) will receive electric service from Star Electricity, LLC, d/b/a StarTex Power, ( STARTEX ) a certified Retail Electric Provider ( REP ) in the state of Texas, Public Utility Commission of Texas ( PUCT ) Certificate No By executing this Agreement, Customer hereby: 1) appoints STARTEX as Customer s REP to arrange electricity supply and transportation to meet Customer s full usage requirements for all Energy Consumption at the Customer s Service Locations and Electric Service Identifiers ( ESID ) for the Initial Term as defined in this Agreement; and 2) Customer requests that STARTEX take any actions necessary to become the REP for all ESID(s) associated with this Agreement. The non-rate terms and conditions of this Agreement are subject to change upon a fourteen (14) calendar day written notice to the Customer ( Material Change ). Customer and STARTEX may be referred to herein as Party or collectively as the Parties. Please retain this Agreement for your records. A copy of this Agreement is available upon written request. The Commercial Electricity Authorization Addendum, Electricity Facts Label and ESID Addendum are incorporated herein. For questions about this Agreement, please contact STARTEX s customer service department at: INTERNET ADDRESS: ADDRESS: Service@StarTexPower.com MAILING ADDRESS: P.O. Box 4802 Houston, TX TELEPHONE: (713) Toll-Free: 1 (866) FAX NUMBER: 1 (866) HOURS: Mon-Fri 8:00 am - 8:00 pm CST Saturday 9:00 am - 2:00 pm CST Customer Information: By entering into this Agreement, Customer authorizes the Transmission and Distribution Service Provider ( TDSP ) to release to STARTEX any information that is necessary or required to become the REP for Customer, including, but not limited to, Customer s address, account numbers, and historical usage information. 1. Term & Renewal: The term of this Agreement shall commence on the date of the initial meter reading by the applicable TDSP and continue for ( ) consecutive months ( Initial Term ). This Agreement shall automatically continue on a month-to-month basis thereafter at the Month to Month Variable Charge in effect for month-to-month small commercial customers at that time as determined by STARTEX. Customer shall receive the contract expiration notice described at Section 28 of this Agreement prior to the Initial Term s expiration. 2. Contract Pricing: STARTEX s Fixed Energy Charge is cents per kwh during the Initial Term of this Agreement. This Fixed Energy Charge does not include: STARTEX s monthly Meter Fee per ESID of $7.99, TDSP charges and fees, nonby passable charges, recurring and non-recurring fees, and surcharges; and Taxes. Customer agrees not to purchase electricity for any of the ESID(s) identified in this Agreement from any other party during the Initial Term. STARTEX shall bill Customer for all of the Energy Consumption for the ESID(s) identified in this Agreement on a monthly basis, or as mutually agreed upon by STARTEX and Customer, which shall not be less frequent than monthly. The invoice shall consist of the following components: a. Fixed Energy Charge as specified in this Agreement multiplied by the Energy Consumption at the Service Location(s) and ESID(s) identified in this Agreement as measured in kwh and billed in US dollars. The Fixed Energy Charge includes energy charges and Related Services. Upon implementation of the ERCOT Nodal Market, the Fixed Energy Charge of this Agreement will include any potential congestion charges between an ERCOT Hub and/or Resource Node and the Customer s Load Zone, as defined by ERCOT (the Customer will not be billed for ERCOT Nodal Congestion charges). The Fixed Energy Charge does not include items b) through g) of this Section 2 which shall be billed as separate line items; b. TDSP Charges as received from the TDSP; c. Special Service Fees or other charges that are attributable to Customer s ESID(s) as received by the TDSP; d. Meter Fee(s); e. Regulatory Charges; f. Taxes; g. Any additional charges that are authorized in this Agreement. The Fixed Energy Charge shall only be subject to change during the Initial Term of this Agreement if: 1) there are changes to the ERCOT or Texas Regional Entity ( TRE ) administrative fees; or 2) changes resulting from federal, state, or local laws that impose new or modified fees or costs on STARTEX and are beyond STARTEX s control. A change in the Fixed Energy Charge due to these events will be equal to the actual incremental change related to the specific event. At any time during the Initial P.O. Box 4802 Houston, TX Page 2 of 14

3 Term of this Agreement, Customer may request a price quote from STARTEX for a new delivery period extending from the end of the Initial Term. Upon mutual agreement between STARTEX and Customer of a new term and price, a new agreement may be executed with the new agreed upon price and term. In the event that STARTEX and Customer are unable to negotiate a new Agreement, the terms and conditions of this Agreement shall remain in full force and effect for the remainder of the Initial Term. 3. Material Mistakes of Fact: In the event that STARTEX and Customer rely upon a mutual and material mistake of fact in negotiating the terms and conditions of this Agreement, including, but not limited to, the TDSP s use of the incorrect meter multiplier or the incorrect or modified Load Profile for the Customer s ESID(s), STARTEX may amend this Agreement to reflect the corrected fact. In the event that STARTEX and Customer fail to agree on this amendment within thirty (30) calendar days after the occurrence or determination of a material mistake of fact, which shall be communicated in writing, STARTEX and/or Customer may cancel this Agreement without any Early Termination Fee. Material Changes By STARTEX: STARTEX will provide Customer with fourteen (14) calendar days advance written notice of any Material Change in this Agreement, either in Customer s bill or in a separate mailing. The changes will become effective on the date stated in the written notice. Customer may cancel this Agreement no later than ten (10) calendar days before the effective date of the Material Change, as identified in the advance written notice provided to Customer, without any Early Termination Fee. For the purposes of this Agreement, changes in the price of wholesale energy shall not constitute a Material Change. Material Changes By Customer: Customer covenants that it shall advise STARTEX, within thirty (30) calendar days, of any event or circumstance that is likely to cause a material change to the Energy Consumption or Demand at any ESID(s) under this Agreement, including, but not limited to, Customer s plans for new construction, facility replacements or equipment modifications, planned closures, applications for new construction permits, or new environmental limits. In the event of a Material Change, STARTEX and Customer will enter into good faith negotiations and commercially reasonable efforts to amend the Fixed Energy Charge and/or Initial Term of this Agreement. In the event that STARTEX and Customer fail to reach an agreement to modify this Agreement within thirty (30) calendar days after the occurrence or determination of an event of Material Change, STARTEX may declare an Early Termination in which Early Termination Fees as described in this Agreement will apply. 4. Early Terminations: In the event that STARTEX, or its activities hereunder, becomes subject to regulations of any kind whatsoever under any law, government body action or ERCOT action that has the effect of materially changing the circumstances from those that exist on the Effective Date of this Agreement then STARTEX may pass through the economic effects to Customer of such change or STARTEX may unilaterally terminate this Agreement without Customer s consent upon at fourteen (14) calendar days written notice to Customer without any obligation, payment or otherwise, to Customer or an Early Termination Fee. Customer may terminate this Agreement without penalty if Customer moves from location(s) identified in this Agreement and provides the following items to STARTEX: 1) reasonable evidence of such move and 2) a forwarding address. 5. Early Termination Fee: In the event that Customer terminates this Agreement or Customer defaults as described in Section 10 and 11, then an Early Termination Fee will be assessed by STARTEX to recover the liquidated damages. If the Initial Term of this Agreement is for a period less than twenty-four (24) consecutive months then the Early Termination Fee shall be equal to the multiplication of: a) the sum of the Customer s Energy Consumption for the three highest usage full billing periods and b) the Fixed Energy Charge of this Agreement plus TDSP charges. If the Initial Term of this Agreement is for a period of twenty-four (24) consecutive months or longer, then the Early Termination Fee shall be calculated as the product of: 1. The greater of (a) the difference between: i) the Fixed Energy Charge defined in this Agreement and ii) the Market Price at the time that the Customer terminates this Agreement and (b) $0.005/kWh; and 2. The Remaining Agreement Volume. The Remaining Agreement Volume shall be the total estimated Energy Consumption for the period remaining in the Initial Term of this Agreement at the time that the Customer terminates this Agreement, based on the historical Energy Consumption for the Customer s ESIDs. Where an Early Termination occurs and a Customer has less than three (3) full calendar months of usage, the Early Termination Fee shall be based on a reasonable estimate of usage by STARTEX that may be determined using historical Energy Consumption for the Customer s ESID(s). 6. Invoicing, Payment, Interest, and Credit Requirements: Customer will receive a monthly invoice from STARTEX. All invoices are due and payable sixteen (16) calendar days from the date that the invoice was issued. All payments shall be made to STARTEX at its address in Houston, Harris County, Texas. In the event of a returned payment because of insufficient funds as a result of Customer attempting to remit payment, Customer shall pay a forty dollar ($40.00) returned payment fee per incident. Any and all bills shall be deemed past due and delinquent at the close of business on the day the bill is due. Late payments, delinquent or past due balances will result in a penalty equal to 5% of the month s past due amount ( Late Fees ). Customer shall reimburse STARTEX for all legal and/or collection agency charges incurred as a result of its efforts to collect any unpaid amounts. Customer must provide to STARTEX written notice setting forth in particular detail any disputed amount, including the calculations with respect to any errors or inaccuracies claimed. If it is subsequently determined that Customer owes STARTEX any portion of the disputed amount, Customer shall remit to STARTEX within five (5) business days following such resolution the outstanding balance. Any amounts that may have been overpaid or underpaid shall be applied to the next monthly invoice. Customer is responsible for all applicable federal, state and local taxes and regulatory charges. If Customer is tax exempt, it is Customer s sole responsibility to provide STARTEX with the necessary tax exemption certificate. STARTEX reserves the right to include in any subsequent bill, adjustments related to previous billings, previous billing errors and meter read errors, miscalculation of taxes, or any other errors or omissions. P.O. Box 4802 Houston, TX Page 3 of 14

4 STARTEX reserves the right to automatically charge a Customer s credit/debit card and/or checking account for any un-paid balances that are deemed past due and/or in collection status. STARTEX offers a Levelized Payment Plan (Balanced Billing) which allows Customer to pay a calculated average amount for electric service each month. The program is available to any Customer whose STARTEX account has no unpaid balance and regardless of credit history. After one full year, STARTEX will perform an account review to determine whether there is an over billing or under billing on the account based on Customer s actual usage during the previous 12-month period. STARTEX will credit Customer s account for any over billed amount and will bill Customer for any under billed amount. Additionally, as part of the plan s annual review process, STARTEX will recalculate Customer s monthly Budget Billing amount to reflect actual usage from the previous twelve-month period. STARTEX reserves the right to request a deposit or additional deposit from any Customer who has had more than one late payment on the account and/or if the account is disconnected for non-payment within a 12 month period. Bill Payment or Other Assistance: An energy assistance program is available to Customer in the event of a severe financial hardship that causes the Customer to temporarily be unable to pay his/her bill. The program is funded in part by contributions from STARTEX s Customers. If Customer has special needs that require Customer to be dependent on electrical equipment or powered medical equipment it is Customer s sole responsibility to advise our Customer Service Department, in writing, upon application for service. 7. Application of Payments: If either principal or late fee is due to STARTEX, any payment thereafter received from Customer shall be applied in the following order of priority: a. To Any fees and/or charges associated with the Customer s delinquency, then b. To the previously outstanding principal due to STARTEX, then c. To the most current principal due, and finally d. To the late fee due at the time that the payment made by Customer is received by STARTEX. In the event of a returned payment because of insufficient funds as a result of the Customer attempting to remit payment, Customer shall pay STARTEX a forty dollar ($40.00) returned payment fee per incident. Non-payment of Customer s bill from STARTEX may result in the aforementioned late payments; an order for the TDSP to disconnect the Customer s electric service at the Customer s meters; and the termination of this Agreement at the sole discretion of STARTEX. STARTEX will notify Customer ten (10) calendar days prior to authorizing your TDSP to disconnect your electric service unless certain dangerous circumstances exist. STARTEX shall charge Customer a fee of $20.00 (twenty dollars) for each disconnection request sent to the TDSP. If your service has been disconnected by the TDSP for non-payment, STARTEX will, upon satisfactory correction of the reasons for the disconnection, notify your TDSP to reconnect your service. STARTEX will continue to serve you under this Agreement in effect prior to issuance of the disconnection notice. If your service was disconnected due to a dangerous situation, your service will be reconnected once you notify STARTEX that you have corrected and satisfactorily resolved the dangerous situation. STARTEX shall charge Customer a fee of $20.00 (twenty dollars) for each request to reconnect your service sent to the TDSP. 8. Customer Acknowledgements: Customer acknowledges that STARTEX s ability to invoice Customer is dependent on the TDSP s ability to furnish STARTEX all necessary information including, but not limited to, meter readings or recorded data, as applicable. In the absence of such information from the TDSP, STARTEX may invoice Customer based on its estimated meter reading. As soon as practicable, and after receipt of Customer s Energy Consumption values from the TDSP, STARTEX will reconcile on the next invoice any difference(s) between estimated and actual charges. 9. Credit Requirements & Deposit: STARTEX may investigate the Customer s credit history at any time. At the discretion of STARTEX, to the extent allowed by law, STARTEX may request a deposit from Customer based on credit history, including an event of late payment on any invoice. Upon twelve (12) calendar months satisfactory payment history, or upon termination of this Agreement without default or any past due amounts, Customer shall be refunded any remaining deposit to which it is due in accordance with the terms of this Agreement. STARTEX may refuse electric service at any time to anyone who does not meet the Company s credit standards or if Customer cannot demonstrate satisfactory credit. STARTEX may refuse to provide service to a Customer for one or more of the reasons specified in Section of the PUCT rules and regulations ( Deposits: Deposits may be waived or refunded with a valid letter of credit for electric services received at the address and account name supplied on this application. Deposits held more than thirty (30) calendar days will accrue interest from the date of receipt by STARTEX at the annual rate established by the PUCT. Accrued interest will be applied annually to Customer s account. Upon termination of service with STARTEX or after twelve (12) calendar months of service with STARTEX with no late payments, STARTEX will apply the deposit plus accrued interest, if any, against Customer s account or outstanding balance on Customer s final bill. Any credit balance remaining on an inactive account after the final bill will be refunded in the form of a company check and will be mailed to Customer at the address designated by Customer within thirty (30) calendar days. 10. Event of Default: An Event of Default occurs upon any one or more of the following: a. Failure of Customer to pay any amounts past due under this Agreement within five (5) business days of receipt of written notice of payment past due; b. Failure of Customer to perform any material term of this Agreement; or c. Determination that any material representation upon which this Agreement is based is false; or P.O. Box 4802 Houston, TX Page 4 of 14

5 d. Immediately after filing of any type of bankruptcy by Customer; or e. Determination by the TDSP that any tampering has occurred at the Customer s meters. 11. Remedies upon an Event of Default: If Customer defaults and fails to cure within five (5) calendar days of written notice or Customer terminates this Agreement at any time prior to the end of the Initial Term, STARTEX may terminate this Agreement and, without limiting its right to recover damages from Customer, order the TDSP to disconnect electric service to the ESID(s) and/or replace the Initial Term and Contract Pricing with conditions that reflect a Month to Month Variable Energy Charge product. If STARTEX defaults and fails to cure within five (5) calendar days of written notice, Customer may terminate this Agreement. Thereafter, the non-defaulting Party may in good faith calculate the amounts due under this Agreement and the defaulting Party shall pay those amounts within five (5) calendar days from the date of invoice. 12. Representations and Warranties: As a material inducement to entering into this Agreement, STARTEX and Customer, with respect to itself, hereby represents and warrants to the other as follows: a. it is duly organized, validly existing, and in good standing under the laws of the jurisdiction of its formation and is qualified to conduct its business in those jurisdictions necessary to perform this Agreement; b. the execution and delivery of this Agreement are within its powers, have been duly authorized by all necessary action, and do not violate any of the terms or conditions in its governing documents or any contract to which it is a party or any Law applicable to it; c. it shall have all regulatory authorizations necessary for it to legally perform its operations; d. this Agreement constitutes a legal, valid, and binding obligation of such entity enforceable against it in accordance with its terms, subject to bankruptcy, insolvency, reorganization, and other laws affecting creditor s rights generally, and with regard to equitable remedies, subject to the discretion of the court before which proceedings to obtain same may be pending; e. there are no bankruptcy, insolvency, reorganization, receivership, or other similar proceedings pending or being contemplated by it, or to its knowledge threatened against it; f. there are no suits, proceedings, judgments, rulings, or orders by or before any court or any government authority that could materially adversely affect its ability to perform this Agreement; g. it has knowledge and experience in business matters that enable it to evaluate the merits and risks of entering into this Agreement; 13. Forward Contract: STARTEX and Customer acknowledge and agree that this Agreement and any and all transactions contemplated by this Agreement constitute a forward contract within the meaning of section 101(25) of the United States Bankruptcy Code. 14. Assignment: Customer shall not assign this Agreement or any of its rights or obligations hereunder without the prior written consent of STARTEX, which consent may not be unreasonably withheld. Notwithstanding the foregoing, STARTEX may, without the consent of Customer: a. Transfer, sell, pledge, encumber or assign this Agreement or the accounts, revenues or proceeds hereof in connection with any financing or other financial arrangements; and b. Transfer or assign this Agreement to its affiliate; and c. Transfer or assign this Agreement to any person or entity succeeding to all or substantially all of its assets; and d. Customer hereby acknowledges and consents to STARTEX s pledge and contingent assignment or subrogation of all rights and obligations hereunder. In the event any other provision of this Agreement shall be deemed to prohibit or otherwise restrict STARTEX s assignment, subrogation or pledge of its rights hereunder, this provision shall control. 15. Binding Effect: This Agreement shall inure to the benefit of, and be binding upon, STARTEX and Customer and their respective successors and permitted assigns. 16. Force Majeure: Neither STARTEX nor Customer shall be liable in damages for any act or event that is beyond such Party s control and which could not be reasonably anticipated and prevented through the use of reasonable measures, including, but not limited to, an act of God, act of the public enemy, war, terrorism, insurrection, riot, fire, explosion, labor disturbance or strike, wildlife, unavoidable accident, equipment or material shortage, breakdown or accident to machinery or equipment, or good faith compliance with a then valid curtailment, order, regulation or restriction imposed by governmental, military, or lawfully established civilian authorities, including any order or directive of ERCOT. Excuse: If an event occurs which makes it impossible for STARTEX to perform under this Agreement, such as an act of God, extraordinary weather occurrence, war, civil disturbance, terrorism, or other national emergency, our performance under this Agreement shall be excused for the duration of such event. This could be an event affecting the Customer s TDSP, such as a facility outage on their electric distribution lines. 17. LIMITATION OF REMEDIES, LIABILITY AND DAMAGES: STARTEX and CUSTOMER CONFIRM THAT THE EXPRESS REMEDIES AND MEASURES OF DAMAGES PROVIDED IN THIS AGREEMENT SATISFY THE ESSENTIAL PURPOSES HEREOF, FOR BREACH OF ANY PROVISION FOR WHICH AN EXPRESS REMEDY OR MEASURE OF DAMAGES IS PROVIDED IN THIS AGREEMENT, SUCH EXPRESS REMEDY OR MEASURE OF DAMAGES SHALL BE THE SOLE AND EXCLUSIVE REMEDY, THE OBLIGOR S LIABILITY SHALL BE LIMITED AS SET FORTH IN SUCH PROVISION AND ALL P.O. Box 4802 Houston, TX Page 5 of 14

6 OTHER REMEDIES OR DAMAGES AT LAW OR IN EQUITY ARE WAIVED. IF NO REMEDY OR MEASURE OF DAMAGES IS EXPRESSLY HEREIN PROVIDED, THE OBLIGOR S LIABILITY SHALL BE LIMITED TO DIRECT ACTUAL DAMAGES ONLY. SUCH DIRECT ACTUAL DAMAGES SHALL BE THE SOLE AND EXCLUSIVE REMEDY AND ALL OTHER REMEDIES OR DAMAGES AT LAW OR IN EQUITY ARE WAIVED. UNLESS EXPRESSLY PROVIDED IN THIS AGREEMENT, NEITHER PARTY SHALL BE LIABLE FOR CONSEQUENTIAL, INCIDENTAL, PUNITIVE, EXEMPLARY OR INDIRECT DAMAGES, LOST PROFITS OR OTHER BUSINESS INTERRUPTION DAMAGES, BY STATUTE, IN TORT OR CONTRACT, UNDER ANY INDEMNITY PROVISION OR OTHERWISE. IT IS THE INTENT OF STARTEX AND THE CUSTOMER THAT THE LIMITATIONS HEREIN IMPOSED ON REMEDIES AND THE MEASURE OF DAMAGES BE WITHOUT REGARD TO THE CAUSE OR CAUSES RELATED THERETO, INCLUDING THE NEGLIGENCE OF ANY PARTY, WHETHER SUCH NEGLIGENCE BE SOLE, JOINT OR CONCURRENT, OR ACTIVE OR PASSIVE. TO THE EXTENT ANY DAMAGES REQUIRED TO BE PAID HEREUNDER ARE LIQUIDATED, STARTEX AND CUSTOMER ACKNOWLEDGE THAT THE DAMAGES ARE DIFFICULT OR IMPOSSIBLE TO DETERMINE. OTHERWISE OBTAINING AN ADEQUATE REMEDY IS INCONVENIENT AND THE LIQUIDATED DAMAGES CONSTITUTE A REASONABLE APPROXIMATION OF THE HARM OR LOSS. 18. Dispute Resolution: STARTEX and Customer agree in good faith to attempt to resolve any contractual disputes within thirty (30) calendar days of written notice of the dispute from either STARTEX or Customer. 19. UCC: Except as otherwise provided for in this Agreement, the provisions of the Uniform Commercial Code ( UCC ) of Texas, whose laws shall govern this Agreement, shall be deemed to apply to this Agreement and Energy shall be deemed a good for purposes of the UCC. 20. Warranty Disclaimer: EXCEPT AS EXPRESSLY SET FORTH IN THIS AGREEMENT, STARTEX EXPRESSLY NEGATES ANY OTHER REPRESENTATION OR WARRANTY, WRITTEN OR ORAL, EXPRESS OR IMPLIED, INCLUDING ANY REPRESENTATION OR WARRANTY WITH RESPECT TO CONFORMITY TO MODELS OR SAMPLES, MERCHANTABILITY, OR FITNESS FOR ANY PARTICULAR PURPOSE. 21. Notices: Notices shall be furnished in writing and shall be delivered by first class mail, overnight carrier, or hand delivery as indicated in this Agreement. Notice by hand delivery shall be deemed to be received by the close of the business day on which it was hand delivered (unless hand delivered after the close of business in which case it shall be deemed received at the close of the next business day). Notice by overnight mail or courier shall be deemed to have been received two (2) business days after it was sent. 22. Governing Law: THIS AGREEMENT AND THE RIGHTS AND DUTIES OF STARTEX AND CUSTOMER HEREUNDER SHALL BE GOVERNED BY AND CONSTRUED, ENFORCED AND PERFORMED IN ACCORDANCE WITH THE LAW OF THE STATE OF TEXAS, WITHOUT GIVING EFFECT TO PRINCIPLES OF CONFLICTS OF LAWS. VENUE SHALL BE IN HARRIS COUNTY, TEXAS. 23. Non-Waiver: No waiver by either STARTEX or Customer hereto of any one or more defaults, by the other in the performance of any of the provisions of this Agreement shall be construed as a waiver of any other default or defaults whether of a like kind or different nature. 24. Severability: Except as otherwise stated herein, any provision or article declared or rendered unlawful by a court of law or regulatory agency with jurisdiction over STARTEX or Customer, or deemed unlawful because of a statutory change, will not otherwise affect the lawful obligations that arise under this Agreement. 25. No Third Party Beneficiaries: Subject to the provisions above under Assignment, nothing in this Agreement shall provide any benefit to any third party nor shall it provide any third party any claim, cause of action, remedy or right of any kind. 26. Right of Rescission: If the aggregate demand represented by all of the Customer s ESID(s) is less than fifty (50) kw (or 50 kva), Customer has the right to rescind Customer s request for STARTEX to become its REP without any Early Termination Fee within three (3) federal business days of the earlier of a) the Effective Date of this Agreement or b) the date this Agreement was signed by Customer. To rescind this Agreement, Customer shall give notice to STARTEX in writing at the contact information provided herein. New Service (move-in or Self Selected/out of cycle) This right to rescind is not applicable for any New Service (move-in or Self Selected/out of cycle) orders. Rescissions requests received after three (3) federal business days are not guaranteed rescissions; however Customer has the right to select another REP and Customer may do so by contacting that REP, but Customer remains responsible for any Early Termination Fees. Regardless of the method or reason for termination or cancellation of this Agreement, Customer is responsible for the payment of any and all services provided to Customer before or after the termination or cancellation of this Agreement. If Customer requests that the TDSP read its meter before the normal meter read date Customer may be charged a fee as set by the respective TDSP. To rescind service, customer must call 1 (866) Discrimination: STARTEX does not discriminate, deny service, or require a prepayment or deposit for service based on a Customer s race, creed, color, national origin, ancestry, sex, marital status, lawful source of income, level of income, disability, P.O. Box 4802 Houston, TX Page 6 of 14

7 familial status, location in an economically distressed geographic area, or qualification for low income or energy efficiency services. 28. Contract Expiration Notice: STARTEX shall send Customer a contract expiration notice at least fourteen (14) calendar days prior to the end of the Initial Term. If Customer fails to take any action to ensure the continued receipt of retail electric service upon this Agreement s expiration, the Customer shall continue to receive electric service from STARTEX uninterrupted but shall be served automatically pursuant to a month-to-month variable rate product at the Month to Month Variable Energy Charge as defined herein. 29. Definitions: Any terms not defined in this Agreement shall have the meaning as set forth in the ERCOT protocols or by the Public Utility Commission of Texas. As used herein, unless the context clearly indicated otherwise, the following terms shall have the meaning set forth below: a. Demand means the maximum amount of electrical energy that is being consumed, the Energy Consumption, at a given time during any given billing period as measured by the TDSP or as defined by the TDSP. b. Energy Consumption means the electrical energy usage or estimated usage, as measured in kilowatt hours (kwh) or megawatt hours (MWh) by the TDSP or STARTEX. c. ERCOT means the Electric Reliability Council of Texas, or any successor organization as defined by the PUCT. d. Fixed Retail Adder means the fixed $/kwh or $/MWH charge that shall be added to the MCPE values to cover certain fixed and variable ERCOT and STARTEX charges and fees. e. Meter Fee means a monthly fee per ESID as charged by the TDSP and/or STARTEX. f. Month to Month Variable Energy Charge means the Variable Energy Charge applicable for a small commercial Customer taking service under month-to-month terms. This rate is subject to change at any time at STARTEX s sole discretion. Any Customer who continues to consume electricity from STARTEX after the Initial Term and without having executed a new agreement that begins immediately after the Initial Term shall pay the Month to Month Variable Energy Charge until such time that a new agreement is executed. g. PUCT means the Public Utility Commission of Texas ( h. Regulatory Charges means any charges associated with any federal, state, local, municipal or other government, any governmental, regulatory or administrative agency, commission or other authority lawfully exercising or entitled to exercise jurisdiction over Customer and/or STARTEX or any transaction contemplated herein. i. Related Services means the electrical energy transmission and distribution line losses, inter and intra zonal congestion charges, and ancillary services as defined by ERCOT. j. Special Service Fees means the charges from the TDSP for certain activities, such as, but not limited to, out of cycle meter read fees. These fees are typical fees and charges from the TDSP and are subject to change by the TDSP and are approved by the PUCT k. Taxes: means all taxes on the sale, delivery or purchase of the electricity, including, without limitation, STARTEX s Gross Receipts Tax and PUCT Assessment. Taxes may vary by jurisdiction.. P.O. Box 4802 Houston, TX Page 7 of 14

8 Electricity Facts Label (EFL) StarTex Power May 1, 2010 SMALL COMMERCIAL FIXED RATE PRODUCT Average Monthly Use 1,500kWh 2,500kWh 3,500kWh Fixed Energy Charge per kwh Average price per kwh Electricity price Other Key Terms and questions Disclosure Chart This estimated Average price per kwh disclosure is an example and is calculated using a Fixed Energy Charge of per kwh and current TDSP pass-through price estimates based on an assumed 30% load factor for demand charges. Your actual Average price for electricity may vary according to your exact monthly usage and TDSP pass-through charges. This price does not include state and local sales taxes or reimbursements for the state miscellaneous gross receipts tax. See your Terms of Service Agreement for actual price calculations. Some locations may be subject to a TDSP Underground Facilities and Cost Recovery Charge authorized by their city that is not included in the above price. See your TDSP s tariff for a list of cities and authorized charges. See Terms of Service statement for a full listing of fees, deposit policy, and other terms. Type of Product FIXED RATE Contract Term MONTHS Do I have a termination fee or any fees associated YES Please review Section 5 of the Terms of with terminating service? Service Agreement Can my price change during contract period? YES - but only for the very limited reasons described below. price may vary from the amounts above solely to reflect actual changes in TDSP charges, changes to the ERCOT or TRE administrative fees charged to loads, or changes resulting from federal, state, or local laws that impose new or modified fees or costs on STARTEX that are beyond STARTEX s control. If my price can change, how will it change, and by The Fixed Energy Charge is subject to vary from how much? the amounts above solely to reflect actual changes in TDSP charges, changes to the ERCOT or TRE administrative fees charged to loads, or changes resulting from federal, state, or local laws that impose new or modified fees or costs on STARTEX that are beyond STARTEX s control. What other fees may I be charged? $7.99 monthly meter fee per ESID; $40 charge on all returned checks; 5% penalty on all past due balances; $20 Disconnect for Non-Payment and Reconnect Fee. See Terms of Service for all other fees. Is this a pre-pay or pay in advance product NO Does the REP purchase excess distributed renewable generation? NO Renewable Content 2.9% The statewide average for renewable content is 4.9% INTERNET ADDRESS: ADDRESS: Service@StarTexPower.com MAILING ADDRESS: P.O. Box 4802 Houston, TX TELEPHONE NUMBER: or Toll-Free FAX NUMBER Toll-Free HOURS OF OPERATION: Monday-Friday 8:00am-8:00pm CST Saturday 9:00 am 2:00 pm CST P.O. Box 4802 Houston, TX Page 8 of 14

9 Your Rights as a Customer StarTex Power provides electricity service without discrimination as to a customer s race, nationality, color, religion, sex or marital status. As a retail customer in the State of Texas, you are entitled to the following Customer Protection Rights pursuant to the Rules of the Public Utility Commission of Texas (PUCT). These Rights apply to all residential and small commercial customers served by StarTex Power as a certified Retail Electric Provider (REP) in Texas. A complete copy of the PUCT s Customer Protection rules is available on the PUCT s Web site at Reporting Outages: In the event of an outage in your area please call your Transmission Distribution Service Provider (TDSP): Oncor Electric Delivery (888) CenterPoint (800) or (713) AEP (WTU & CP&L) (866) TNMP (Texas New Mexico Power) (888) Sharyland (956) StarTex Power is not liable for any service interruptions or outages and any questions relating to your distribution lines or meters should be directed to your Transmission Distribution Service Provider (TDSP). Obtaining and Canceling Service Discounts for Low-Income Customers: Discounted rates may be available through LITE-UP, the PUCT s rate reduction program. Please contact a LITE-UP Texas Representative toll free at (866-4-LITEUP) to learn how to qualify for this program or with any questions you may have. A REP may waive the deposit if the customer is medically indigent. Eligibility for medically indigent status must be established annually. In order to be considered medically indigent, the customer must meet the following guidelines: (1) the customer s household income must be at or below 150% of the poverty guidelines, as certified by a governmental entity or government-funded energy assistance program provider; and (2) the customer or customer s spouse must be certified by the person s attending physician (medical doctor, doctor of osteopathy, nurse practitioner, registered nurse, state-licensed social worker, state-licensed physical or occupational therapist, or employee of an agency certified to provide home health services pursuant to 42 U.S.C et seq. (see as being unable to perform three or more activities of daily living, as defined in 22 T.A.C ( OR the customer s monthly out-of-pocket medical expenses exceed 20% of the household s gross income. Unauthorized Change of Service Provider or Slamming : A REP must obtain your verifiable authorization before switching your electric service. If you believe your service was switched without your authorization, please contact your REP of choice and request further assistance. The affected REPs, the appropriate TDSP, and the registration agent (ERCOT) will work in accordance with approved market processes to return you to your chosen REP. Cancellation of Service Without Penalty: You may cancel your contract with your REP without penalty within 3 federal business days of signing your agreement with your REP. For details on how to cancel your service, see your Terms of Service. You may also terminate your agreement with your REP without penalty if you move and provide a forwarding address and reasonable evidence of such move, or your REP notifies you of a material change in the terms and conditions of service as stipulated in the Terms of Service. Notice will not be issued for changes that benefit a customer (i.e. price decreases) or changes that are mandated by a regulatory agency. Billing Issues Unauthorized Charges or Cramming : Before any new charges are included on your electric bill, your REP must inform you of the product or service, all associated charges, and how these charges will be billed before they appear on your electric bill and obtain your consent for the product or service. If you believe your bill includes unauthorized charges, you may contact your REP to dispute such charges and may file a complaint with the PUCT. Your REP will not seek to terminate or disconnect your electric service for non-payment of an unauthorized charge or file an unfavorable credit report against you for disputed unpaid charges that are alleged to be unauthorized, unless the dispute is ultimately resolved against you. If the charges are determined to be unauthorized, your REP will cease charging you for the unauthorized service or product remove the unauthorized charge from your bill, and refund or credit all money you paid for any unauthorized charge within 45 days. If charges are not refunded or credited within three billing cycles, interest shall be paid to you at an annual rate established by the PUCT on the amount of any unauthorized charge until it is refunded or credited. You may request all billing records under the REP's control related to any unauthorized charge within 15 business days after the date the unauthorized charge is removed from your bill. Your REP will not re-bill you for any charges determined to be unauthorized. Deferred Payment Plans and Other Payment Arrangements: If you cannot pay your bill, call your REP immediately. Your REP may offer a short-term payment arrangement that allows you to pay after your due date, but before your next bill is due. A deferred payment plan allows a customer to pay and outstanding bill in installments beyond the due date of the next bill. Your REP must offer a deferred payment plan unless you have received more than two disconnection notices during the past 12 months, you have been a Provider of Last Resort (POLR) customer for fewer than three (3) months and do not have sufficient credit or payment history with another REP, or if you have received a disconnection notice for failing to comply with the terms of an existing deferred payment plan. REPs must offer deferred payment plans for bills that are due during an extreme weather emergency and to under-billed customers. A deferred payment plan may include a 5% penalty for late payment, but the POLR may not charge a late fee. If you do not fulfill the terms of the payment arrangement or deferred payment plan, a REP may disconnect service. For details on these programs, see your Terms of Service or contact your REP. P.O. Box 4802 Houston, TX Page 9 of 14

10 Financial and Energy Assistance: An energy assistance program is available to Customers who have severe financial hardships and temporarily may be unable to pay their bills. The program is funded in part by contributions from STARTEX customers. Please call for additional information. REPs must also offer level or average payment plans. Contact your REP for more information. Meter Testing: You may request from your REP 1 meter test every 4 years at no cost to you. If you request more than 1 test every 4 years, and the meter is functioning properly, then you may be charged for the additional meter test(s) at the rate approved for your TDSP. The TDSP or REP will advise you of the test results, including the test date, testing person and, if applicable, the removal date of the meter. Contract Termination Termination of Service: Customers receiving service from REPs are subject to having their contract terminated for non-payment. Your REP may terminate your contract if your payment for electric service is not received by the due date on your bill. Your current REP will mail you a separate Termination Notice no earlier than the first day after the date your bill is due. The termination date will be 10 days from the date the notice is issued and may not fall on a holiday or weekend. If payment is received, or satisfactory payment arrangements are made, prior to the date of termination on the Termination Notice, your current REP will continue to serve you under the Terms and Conditions of service in effect prior to issuance of the Termination Notice. Your REP cannot terminate your contract for any of the following reasons: (1) failure to pay for electric service by a previous occupant of the premise if that occupant is not of the same household; (2 )failure to pay any charge unrelated to electric service; (3) failure to pay a different type or class of electric service not included on the account s bill when service was initiated; (4) failure to pay under-billed charges that occurred for more than six months (except theft of service); (5) failure to pay any disputed charges until your REP or the PUCT determines the accuracy of the charges and you have been notified of this determination; (6) failure to pay charges arising from an under-billing due to faulty metering (unless the meter was tampered with); or (7) failure to pay an estimated bill unless the estimated bill is part of a pre-approved meter-reading program or in the event the local distribution company is unable to read the meter due to circumstances beyond its control. Disconnection of Electric Service Disconnection of Service: The PUCT has provided that, under certain dangerous circumstances (such as unsafe electric line situations), any REP may authorize your TDSP to disconnect your electric service without prior notice to you. Additionally, the REP may seek to have your electric service disconnected for any of the reasons listed below: (1) failure to pay a bill owed to the REP, or to make a deferred payment arrangement by the date of disconnection; (2) failure to comply with the terms of a deferred payment agreement made with the REP; (3) using service in a manner that interferes with the service of others or the operations of non-standard equipment; (4) failure to pay a deposit required by the REP; or (5) failure of the guarantor P.O. Box 4802 Houston, TX Page 10 of 14 to pay the amount guaranteed when the REP has a written agreement, signed by the guarantor, which allows for disconnection of the guarantor s service. Prior to disconnecting your service, the REP must provide you a Disconnection Notice. This notice must be mailed to you separately no earlier than the first day after the date your bill is due. The disconnection date must be 10 days from the date the notice is issued and may not fall on a holiday or weekend or the day preceding unless their personnel are available to take payments and service can be reconnected. The REP may not seek to have your electric service disconnected by your TDSP for any of the reasons listed under the Termination of Service portion of this document. Additionally, your REP may not terminate your contract: if your REP receives notification by the termination date that an energy assistance provider will be forwarding sufficient payment on your account; or for non-payment during an extreme weather emergency and your REP must offer you a deferred payment plan for bills due during the emergency; or you inform your REP, prior to the disconnection date stated on the disconnection notice, that you or another resident on the premises has a critical need for electric service. To obtain this exemption, you must enter into a deferred payment plan with the POLR and have the illperson s attending physician contact the POLR and submit a written statement attesting to the necessity of electric service to support life. This exemption from disconnection due to illness or disability shall be in effect for 63 days and may be applied for again after the 63 days has expired and the deferred payment plan has been fulfilled. Restoration of Service: If your service has been disconnected by the REP for non-payment, the REP will, upon satisfactory correction of the reasons for the disconnection, notify your TDSP to reconnect your service. The REP will continue to serve you under the Terms of Service in effect prior to issuance of the Disconnection Notice. If your service was disconnected due to a dangerous situation, your service will be reconnected once you notify your REP that you have corrected and satisfactorily resolved the dangerous situation. Disputes With Your Provider Complaint Resolution: Contact your REP if you have comments, questions or complaints. Upon receipt of a complaint, your REP must investigate and notify you of the results within 21 days. If you are dissatisfied with the results of the investigation, you may request a supervisory review, if available. Your REP must advise you of the results of the supervisory review within 10 business days of your request. If you are dissatisfied with the results of the investigation or supervisory review, you may file a complaint with the PUCT and the Office of the Attorney General, Consumer Protection Division. For a complaint involving a disputed bill, your REP may not initiate collection activities or termination/disconnection activities or report the delinquency to a credit reporting agency with respect to the disputed portion of the bill. However, after appropriate notice, your REP may send a termination/disconnection notice for non-payment of any undisputed portion of the bill. Public Utility Commission of Texas Customer Protection Division

11 PO Box Austin, Texas (512) or (888) Fax (512) Website: TTY (512) Other Protections Do Not Call List: Consumers may register their name, address, and telephone number to the statewide Do Not Call List, which will help limit telemarketing calls to your home or business. You may register for the Do Not Call List in three ways: online at call tollfree TXNOCAL(L) ( ), or write Texas No Call, P.O. Box 313, E. Walpole, MA Language Availability: You may request to receive information from your REP in Spanish, or any language in which you were solicited. This includes the Terms of Service Agreement, Your Rights as a Customer, bills and bill notices, termination and disconnection notices, information on new electric services, discount programs, promotions, and access to customer assistance. Privacy Rights: REPs may not disclose or sell any confidential customer information, including: your name, address, account number, type or classification of service, historical electricity usage, expected patterns of use, types of facilities used in providing service, individual contract terms and conditions, price, current charges or billing records. This prohibition does not apply to the release of your information under certain circumstances as required by law, including release to the PUCT, an agent of your REP, credit reporting agencies, law enforcement agencies or TDSP. Your information will be shared with other retail REPs or aggregators only with your consent. Special Services: Your REP may offer special services for hearing-impaired customers and customers with disabilities. If you have a disability or require special assistance regarding your electric account, contact your REP about these special services. StarTex Power P.O. Box 4802 Houston, TX PUCT License # starcustomer@startexpower.com REP Customer Service Customer Assistance 1 (866) M-F 8:00 am - 8:00 pm CST Sat 8:00 am - 2:00 pm CST P.O. Box 4802 Houston, TX Page 11 of 14

12 Sus Derechos Como Cliente StarTex Power provee servicio eléctrico sin discriminación de raza, nacionalidad, color, religión, sexo o estado civil del cliente. Como cliente en el Estado de Tejas, usted está cubierto por los siguientes Derechos de Protección al Cliente de acuerdo a las Reglas de la Comisión de Servicios Públicos de Tejas (PUCT, por sus siglas en inglés). Estos Derechos aplican a todos los clientes residenciales y pequeños clientes comerciales para los que StarTex Power sirve como Proveedor de Energía Eléctrica (REP) certificado en Tejas. Una copia completa de las reglas de Protección al Cliente de la PUCT está disponible en la página de internet de la PUCT Notificación de Apagones: En caso de tener un apagón en su área, por favor llame al Proveedor de Servicio de Transmisión y Distribución (TDSP): Oncor Electric Delivery: (888) AEP North and AEP Central: (866) CenterPoint:: (800) OR (713) TNMP (Texas New Mexico Power): (888) Sharyland (956) StarTex Power no es responsable por alguna interrupción en el servicio o apagones y las preguntas con relación a las líneas de distribución o medidores deben ser dirigidas a su Proveedor de Servicio de Transmisión y Distribución (TDSP). Cómo obtener y cancelar el servicio Descuentos para clientes de bajos ingresos: Las tarifas de descuento obtenidas a través del programa LITE UP fueron descontinuadas en agosto 31 del 2005 por la Legislatura de Tejas. Si tiene preguntas, contacte LITE UP de Tejas a la línea gratuita (866) 4-LITE-UP o (866) Un REP puede eliminar el depósito si el cliente está médicamente indigente. La elegibilidad para la condición de médicamente indigente debe establecerse anualmente. Para ser considerado médicamente indigente, el cliente debe cumplir con los siguientes lineamientos: (1) El ingreso familiar del cliente debe ser igual o menor al 150% de los lineamientos de pobreza, certificado por una entidad gubernamental o por un proveedor del programa de asistencia energética de fondos gubernamentales; y (2a) El cliente o el cónyuge del cliente debe estar certificado por su propio médico (doctor en medicina, doctor de osteopatía, enfermera, trabajador social autorizado por el estado, terapeuta físico u ocupacional autorizado por el estado, o empleado de una agencia certificada para proveer servicios de salud en el hogar, referentes a la sección 42 del U.S.C et seq) como incapaz de desarrollar tres o más actividades de la vida diaria, como se definen en la sección 22 T.A.C , o (2b). Los gastos médicos mensuales del cliente exceden 20% del ingreso bruto familiar. Cambio no autorizado de Proveedor de Servicio o slamming : Todo REP debe obtener su autorización verificable antes de cambiar su servicio eléctrico. Si cree que le han cambiado el servicio eléctrico sin su autorización, debe solicitar al REP que le entregue una copia de su autorización y verificación. El REP debe suministrársela dentro de los 5 días hábiles de haberla solicitado. También puede presentar una queja ante la PUC para que sea examinada. Al recibir una queja presentada ante la PUC y una vez se determine que el servicio fue cambiado sin la apropiada autorización, el REP debe tomar todas las medidas bajo su control para facilitarle el retorno a su REP original en menos de tres días y cesar toda actividad de cobro relacionada con su cambio hasta que la queja haya sido resuelta por la PUC. Si la PUC determina que su servicio eléctrico se cambió sin su autorización, dicho REP deberá cancelar todos los cargos no pagados. Dentro de los cinco días hábiles de su solicitud, el REP debe pagar todos los cargos relacionados con su retorno a su REP original. Dentro de los 30 días de su solicitud, el REP debe devolverle cualquier cantidad pagada que supere los cargos que le hubiera cobrado su REP original. Cancelación del servicio sin penalidad: Usted puede cancelar su contrato con su proveedor de electricidad hasta tres días de negocios federales desde la fecha de la firma del contrato. Para detalles de cómo cancelar su servicio ver sus términos de servicio. Para más detalles sobre cómo cancelar su servicio, vea los Términos del Servicio. El derecho de cancelación del cliente no rige cuando un cliente es transferido al POLR por falta de pago. Usted también puede dar por terminado su acuerdo con el REP sin sanciones si usted se muda o su REP le notifica sobre un cambio material en los términos y condiciones de servicio estipuladas en los Términos de Servicio. La notificación no será emitida para cambios que beneficien al cliente (Ej.: reducciones de precio) o cambios ordenados por una agencia reguladora. Asuntos relacionados con la facturación Cargos no autorizados o cramming : Antes de que se incluyan nuevos cargos en su factura eléctrica, su REP debe informarle acerca del producto o servicio, todos los cargos relacionados, cómo se facturarán estos cargos antes de que aparezcan en su factura eléctrica y obtener su consentimiento para dicho producto o servicio. Si cree que su factura incluye cargos no autorizados, puede comunicarse con su REP para refutar dichos cargos. Si no está satisfecho(a) con dicha revisión, puede presentar una queja ante la PUC. Su REP no procurará dar por terminado ni desconectará su servicio eléctrico por falta de pago de un cargo no autorizado, ni presentará un informe de crédito desfavorable sobre usted por los cargos no pagados y refutados que usted alega no fueron autorizados, a menos que la disputa se resuelva finalmente en su contra. Si se determina que los cargos no fueron autorizados, su REP dejará de cobrarle por el servicio o producto no autorizado, retirará el cargo no autorizado de su factura y le devolverá o le acreditará todo el dinero pagado por el cargo no autorizado dentro de los 45 días siguientes. Si no se reembolsan o acreditan los cargos dentro de los tres ciclos de facturación siguientes, se le pagará interés sobre el monto de los cargos no autorizados hasta que se le reembolsen o acrediten, a una tasa anual establecida por la PUC. Usted puede solicitar todos los registros de facturación bajo control del REP relacionados con todo cargo no autorizado dentro de los 15 días después de la fecha en que el cargo no autorizado sea eliminado de su factura. Su REP no le facturará nuevamente por aquellos cargos que se haya determinado no estaban autorizados. P.O. Box 4802 Houston, TX Page 12 of 14

13 Arreglos de pago y planes de pago diferido: Si no puede pagar su factura, por favor llame a su REP inmediatamente. Es posible que su REP le ofrezca un arreglo de pago a corto plazo que le permita pagar su factura después que ésta haya vencido, pero antes de que venza su factura siguiente. Un plan de pago diferido permite al cliente pagar una factura pendiente, en cuotas que se extienden más allá de la fecha de vencimiento de la siguiente factura. Si recibe servicio de un POLR, éste debe ofrecerle un plan de pago diferido a menos que usted haya recibido más de dos avisos de cancelación de contrato/desconexión durante los últimos 12 meses, o que usted haya sido su cliente por menos de 3 meses y no tenga suficiente historial de crédito o de pagos con otro REP. Todos los REPs deben ofrecer a sus clientes planes de pago diferido para las facturas que se adeudan por motivo de emergencias por clima extremo y a los clientes a quienes se ha subfacturado. Un plan de pago diferido puede incluir un recargo de 5% por pago retrasado; sin embargo, el POLR no puede cobrar un recargo por pago retrasado. Si no cumple los términos de los arreglos de pago o del plan de pago diferido, el REP puede interrumpir el servicio y el POLR puede desconectar el servicio. Para más detalles sobre estos programas, sírvase leer los Términos del Servicio o comunicarse con su REP. Los REPs tienen que ofrecer planes de pago promedio. Prueba del medidor: Usted tiene derecho a solicitar que prueben el funcionamiento de su medidor una vez cada cuatro años sin costo alguno para usted.si solicita que prueben su medidor más de una vez cada cuatro años y se determina que el medidor funciona correctamente, es posible que se le cobre un cargo por las pruebas adicionales que se hayan efectuado al medidor, a la tarifa aprobada por su Compañía de Distribución Local. La Compañía de Distribución Local le avisará sobre los resultados de la prueba, inclusive la fecha en que se realizó, la persona que efectuó la prueba y la fecha en que se retiró el medidor. Cancelación del Contrato Terminación del Servicio: Los clientes que reciben servicio de REPs diferentes a POLR están sujetos a terminación de contrato por falta de pago. Si su REP es un el POLR, por favor lea la sección Desconexión del Servicio Eléctrico de este documento, de lo contrario su contrato podrá darse por terminado si no se recibe el pago por su servicio eléctrico a la fecha de vencimiento indicada en la factura. Si no obtiene servicio de otro REP, usted será transferido al POLR en su área. Su REP actual le enviará por correo un Aviso de Cancelación por separado no antes del primer día siguiente a la fecha en que vence su factura. La fecha de cancelación de contrato será 10 días a partir de la fecha en que el aviso es emitido y no podrá caer en un feriado o fin de semana. Si se recibe el pago o se efectúan arreglos de pago satisfactorios antes de la fecha de cancelación indicada en el Aviso de Cancelación, su REP actual continuará suministrándole el servicio conforme a los Términos y Condiciones de servicio vigentes antes de la emisión del Aviso de Cancelación. Su REP no puede dar por terminado su contrato de servicio eléctrico por ninguna de las siguientes razones: (1) no haber pagado el servicio eléctrico un ocupante previo de la vivienda si dicho ocupante no pertenece a la casa; (2) no haber pagado un cargo no relacionado con el servicio eléctrico; (3) no haber pagado un tipo o clase diferente de servicio eléctrico no incluido en la factura de la cuenta cuando se inició dicho servicio; (4) no haber pagado cargos subfacturados que ocurrieron durante más de seis meses (excepto robo del servicio); (5) no haber pagado cualquier cargo disputado hasta que su REP o la PUC determine la exactitud de los cargos y usted haya sido notificado de esta determinación; (6) falta de pago por subfacturación debido a un error del medidor (a menos que el medidor hubiera sido alterado); (7) no haber pagado una factura estimada a menos que dicha factura estimada sea parte de un programa pre0aprobado de lectura de medidor o en el caso de que la compañía de distribución local no pueda leer el medidor debido a circunstancias fuera de su control. Asimismo, su REP no puede dar por terminado su contrato: (8) si su REP recibe notificación antes de la fecha de cancelación en la que el proveedor de asistencia energética remitirá suficiente pago sobre su cuenta; o (9) por falta de pago durante una emergencia por clima extremo y debe ofrecerle un plan de pago diferido por facturas que vencían durante la emergencia. Disponibilidad del POLR: Si su servicio eléctrico es interrumpido, usted puede obtener servicios de otro REP o del POLR. Si su servicio es interrumpido por falta de pago de cargos de servicio de electricidad y usted no obtiene servicio de otro REP, su servicio eléctrico será transferido al POLR en su área de servicio. Si su REP interrumpe su servicio por cualquier otra razón, usted podría solicitar servicio del POLR en su área de servicio, quien ofrece un paquete de servicio minorista estándar a una tarifa fija que no tiene descuentos. Puede solicitar información sobre el POLR y otros REPs a la PUC o al POLR. Desconexión del servicio eléctrico Desconexión del servicio: La PUC ha estipulado que bajo determinadas circunstancias peligrosas (como situaciones en que las líneas eléctricas presentan un peligro) cualquier REP puede autorizar a su Compañía de Distribución Local a que desconecte el servicio sin avisarle previamente al cliente. Además, el POLR en su área de servicio puede procurar desconectar su servicio eléctrico por cualquiera de las razones indicadas a continuación: (1) no haber pagado una factura adeudada al POLR o no haber efectuado un arreglo de pago diferido antes de la fecha de la desconexión; (2) no haber cumplido con los términos de un acuerdo de pago diferido efectuado con el POLR; (3) usar el servicio de manera que interfiera con el servicio de otras personas o usar equipo no estándar; (4) no haber pagado el depósito requerido por el POLR; o(5) no haber pagado el aval la cantidad garantizada cuando el POLR tenga un acuerdo escrito, firmado por el aval, que permita la desconexión del servicio del aval. Antes de desconectarle el servicio, el POLR debe enviarle un aviso de desconexión de servicio. Dicho aviso debe enviársele por separado no antes del primer día siguiente a la fecha en que vence su factura. La fecha de desconexión será 10 días a partir de la fecha en que el aviso es emitido y no podrá caer en un feriado o fin de semana, ni el día anterior a éstos, a menos que cuente con personal disponible para recibir los pagos y el servicio se pueda reconectar. El POLR no puede pedir que su compañía de distribución local le desconecte el P.O. Box 4802 Houston, TX Page 13 of 14

14 servicio por ninguna de las razones indicadas bajo el segmento Cancelación de servicio de este documento. Asimismo, el POLR no puede desconectar su servicio eléctrico: Si este recibe notificación antes de la fecha de desconexión de que un proveedor de asistencia energética remitirá un pago suficiente a su cuenta; por falta de pago durante una emergencia por clima extremo y debe ofrecerle un plan de pago diferido para facturas que vencían durante la emergencia; o por falta de pago si usted informa al REP o al POLR, antes de la fecha de desconexión indicada en el aviso, que usted u otro residente de esa dirección tiene una necesidad crucial de servicio eléctrico. Sin embargo, para obtener esta exención, debe inscribirse en un plan de pago diferido con el POLR y hacer que el médico que atiende al enfermo se comunique con el POLR y envíe una declaración escrita certificando la necesidad de servicio eléctrico para mantener al paciente con vida. Esta exención de desconexión debida a enfermedad o incapacidad regirá por 63 días y puede solicitarse nuevamente pasados los 63 días iniciales y una vez saldado el plan de pago diferido. Restauración del servicio: Si su servicio ha sido desconectado por el POLR por falta de pago, cualquiera de estos dos proveedores, una vez corregidas satisfactoriamente las razones de la desconexión, notificará a su compañía de distribución local que le reconecte el servicio. El POLR continuará brindándole servicio bajo los Términos y Condiciones de Servicio vigentes antes de la emisión del aviso de desconexión. Si se le desconectó el servicio debido a una situación peligrosa, se le reconectará el servicio una vez que notifique a su REP o al POLR que ha corregido satisfactoriamente la situación peligrosa. Disputas con su proveedor Resolución de queja: Sírvase comunicarse con su REP si tiene alguna queja, pregunta o comentario específico. Al recibir una queja, su REP debe investigar y notificarle sobre los resultados dentro de los 21 días siguientes. Si no está satisfecho(a) con los resultados de su investigación, puede solicitar una revisión de un supervisor. Su REP debe avisarle sobre los resultados de la revisión del supervisor dentro de los 10 días hábiles de su solicitud. Si no está satisfecho con los resultados de la investigación o de la revisión del supervisor, puede presentar una queja ante la PUC y la División de Protección al Consumidor de la Oficina del Fiscal General. En el caso de una queja sobre una factura disputada, su REP no podrá iniciar actividades de cobro o de cancelación ni denunciar la falta de pago a una agencia de informes de crédito con respecto a la porción en disputa de la factura. No obstante, una vez enviado el aviso correspondiente, su REP podrá enviarle un aviso de cancelación de servicio por falta de pago de la porción no disputada de la factura. Public Utility Commission of Texas Customer Protection Division PO Box Austin, TX (512) (888) FAX (512) TTY (512) Página de Internet: Otras protecciones Lista para Evitar Llamadas: Los clientes pueden anotar su nombre, dirección y número de teléfono en la Lista para Evitar Llamadas de todo el estado que ayudará a limitar las llamadas de mercadeo telefónico para servicio eléctrico a su casa u oficina. Usted puede anotarse en la Lista para Evitar Llamadas de tres maneras diferentes: Por Internet en la Página llamando gratis al TXNOCAL(L) ( ), o escribiendo a Texas No Call, P.O.Box 313, E.Walpole,MA Disponibilidad de idiomas: Puede solicitar recibir información de su REP en español o en cualquier idioma en el cual le ofrecieron el servicio inicialmente. Esto incluye el Acuerdo de Términos de Servicio, Sus Derechos como Cliente, facturas y avisos de factura, avisos de cancelación y de desconexión, información sobre nuevos servicios eléctricos, programas de descuento, promociones y acceso a Servicio al Cliente. Derecho a la privacidad: Todos los REPs tienen prohibido revelar o vender cualquier tipo de información confidencial sobre los clientes, la cual incluye su nombre, dirección, número de cuenta, tipo o clasificación del servicio, historial del consumo de la electricidad, patrones de consumo esperados, tipos de instalaciones usadas para proveer el servicio, términos y condiciones del contrato individual, precio, cargos actuales o registros de facturación. Esta prohibición no rige en cuanto a la divulgación de su información bajo ciertas circunstancias según lo requiera la ley, entre ellas, la divulgación de su información a la PUC, un agente de su REP, agencias de informes de crédito, organismos de autoridad judicial o policial o el proveedor de distribución de servicio local. Su información se compartirá con otros REPs o agregadotes sólo con su consentimiento. Servicios especiales: Su REP puede ofrecer servicios especiales para los clientes con discapacidad auditiva y clientes con impedimentos físicos. Si usted tiene un impedimento físico o requiere asistencia especial con respecto a su cuenta de electricidad, comuníquese con su REP para preguntar acerca de estos servicios especiales. StarTex Power P.O. Box 4802 Houston, TX Licencia del PUCT # starcustomer@startexpower.com Servicio al Cliente del REP Asistencia al Cliente Línea Gratuita Línea Gratuita de Fax Línea Gratuita para Clientes con Problemas Auditivos y del Habla P.O. Box 4802 Houston, TX Page 14 of 14