Terms and conditions

Effective 1 Sept 2026

Thanks for signing up to this limited Auckland Pilot!

We’ve tried to make Maestro as easy as possible. Here are our plain English Terms and Conditions which outline what you need to do and what we need to do.

1. Introduction

These Terms and Conditions apply to your participation in the Maestro Flexibility Pilot ("Pilot").

The Pilot is delivered by:

  • Lastmyle Limited, trading as Maestro ("Maestro")

  • GridSmart Limited, trading as GridSmart ("GridSmart")

Together, Maestro and GridSmart are referred to as "we", "our" or "us".

By enrolling in the Pilot, you agree to these Terms and Conditions..

2. What is the Pilot?

The Pilot allows eligible households to participate in Maestro, a smart energy flexibility programme.

The Pilot combines:

  • GridSmart's smart hot water management technology; 

  • Maestro's flexibility platform and customer rewards programme; and

  • the optional addition of Maestro’s EV and space heater management technology.

The Pilot is designed to:

  • support a smarter and more efficient electricity system;

  • help reduce electricity network constraints;

  • support the increased use of renewable electricity;

  • test customer participation in residential flexibility services; and

  • reward participating households for their participation in residential flexibility services.

The Pilot is scheduled to run for 18 months from September 2026 to May 2028. At the end of the Pilot, we may roll over the Pilot into an ongoing commercial agreement. At the end of the Pilot you will either receive notification that the Pilot will conclude, and/or be given an option to continue your participation on an ongoing basis.

Participating households can opt out at any time throughout or after the Pilot.

3. What you receive

Eligible Pilot participants will receive:

  • a GridSmart smart hot water device at no cost (RRP $599 +GST);

  • installation of the device at no cost;

  • the option to add on Maestro’s EV and space heater management technology, with installation of these devices at no cost;

  • access to the Maestro Flexibility Programme; and

  • eligibility for Maestro reward payments during the Pilot.

The Pilot is provided free of charge to approved participants.

4. Eligibility

To participate you must:

  • be at least 18 years of age;

  • be the householder that is responsible for electricity bills, or have authority from the householder that is responsible for electricity bills to participate;

  • live at the property where the device is installed;

  • have a compatible hot water cylinder;

  • have a reliable Wi-Fi connection available at the installation location;

  • provide accurate contact and bank account information; and

  • reside within the Pilot area.

We may limit participation numbers or decline participation at our discretion.

5. How the Pilot works

By joining the Pilot:

  • GridSmart will install a smart hot water device at your property;

  • the device will connect to GridSmart and Maestro systems;

  • GridSmart and Maestro may remotely monitor and control the device;

  • the device may adjust when your hot water cylinder heats water;

  • if you accept the option for Maestro’s EV and space heater management technology to be installed, Maestro may remotely monitor and control these devices; and

  • your participation may be used to provide flexibility services to the electricity system.

The programme is intended to operate automatically in the background without affecting your convenience or comfort.

6. Hot water availability

GridSmart and Maestro will use reasonable efforts to maintain normal household hot water availability.

However, we cannot guarantee that:

  • hot water will always be available;

  • optimisation will always achieve the intended outcomes;

  • communication services will always operate without interruption.

Hot water availability may be affected by:

  • household consumption;

  • equipment faults;

  • internet or Wi-Fi outages;

  • electrical outages;

  • plumbing issues;

  • unusually high demand; or

  • circumstances beyond our reasonable control.

7. Rewards and payments

Customers may be eligible to receive Maestro reward payments during the Pilot.

Reward payments:

  • are not guaranteed;

  • vary between households;

  • depend on participation levels and flexibility services provided; and

  • may change during the Pilot.

Any reward payments will be made directly into your nominated bank account twice a year, once in June and once in December, for the duration of the Pilot.

Pilot participants may receive rewards of up to $300 per year, although actual payments may be lower or higher depending on programme performance. The amount calculated is based on; the availability of electricity, and, in response to grid events by temporarily pausing the flow of electricity to a device if required.

8. Customer responsibilities

You agree to:

  • provide accurate information;

  • maintain a working Wi-Fi connection;

  • allow reasonable access for installation, maintenance and support;

  • keep your contact details up to date;

  • advise us if you move house;

  • advise us if ownership of the property changes;

  • advise us of major changes to your hot water system;

  • not tamper with, move, bypass or interfere with the device(s).

You must ensure all adult occupants of the property are aware that the Pilot includes remote control of hot water heating.

Consent for Pilot communications

You agree to:

  • Receive ongoing programme communications

  • Be contacted to share your experience (eg. To fill in a survey or participate in an interview)

9. Remote control authority

By participating in the Pilot you authorise GridSmart and Maestro to:

  • remotely monitor the device(s);

  • collect operational data;

  • modify heating schedules;

  • undertake load shifting;

  • undertake flexibility and demand response activities;

  • install firmware and software updates; and

  • optimise device performance.

We adjust your hot water heating remotely to help balance the electricity grid, while working to ensure you always have the hot water you need. If the power grid needs urgent support, grid support instructions will briefly take priority over your normal daily heating schedule. The built-in safety protections on your hot water system are always active and can never be overridden.

Consent

By participating in the Pilot you are giving your explicit consent for hot water load control.

10. Data collection and privacy

To operate the Pilot we collect information including:

  • your name and contact details;

  • property address;

  • electricity connection information; the number of your Installation Connection Point (ICP);

  • hot water system details;

  • device performance information; and

  • flexibility programme participation data.

We use this information to:

  • operate the Pilot;

  • provide rewards;

  • support installations;

  • improve our services; and

  • evaluate Pilot performance.

Information may be shared between Lastmyle (Maestro), GridSmart (a Rinnai NZ subsidiary), installation partners (GForce, Sona Air), Transpower and Electricity Distribution Businesses (EDBs) where reasonably required for the operation of the Pilot.

Neither Maestro nor GridSmart will sell your personal information.

Data sharing and consent

By joining the Pilot you are giving consent for data to be shared across Lastmyle (Maestro), GridSmart (a Rinnai NZ subsidiary), installation partners (GForce/Sona Air), Transpower and Electricity Distribution Businesses (EDBs) where reasonably required for the operation of the Pilot.

Privacy

All personal information will be managed in accordance with the Privacy Act 2020.

By participating in this Pilot, you also acknowledge and agree to the Maestro Privacy Statement, which provides full details on how we securely store your information and your rights to access or correct your data.

Read our Privacy Policy to learn more about how we protect your privacy.

11. Installation

Installation will be completed by approved installation partners.

You agree to:

  • provide reasonable site access;

  • advise us of any known hazards; and

  • ensure someone over 18 years of age is present during installation if required.

Installation timeframes are estimates only.

12. If something goes wrong

If you experience:

  • loss of hot water;

  • connectivity problems;

  • device faults; or

  • concerns about device operation

Please contact the Pilot support team at pilot.support@maestropower.co.nz.

Where equipment supplied as part of the Pilot is found to be faulty, we will arrange repair or replacement at no cost to you.

13. Moving house

If you move house during the Pilot:

  • you must notify us as soon as possible at pilot.support@maestropower.co.nz;

  • your participation in the Pilot may end; and

  • we may arrange removal, transfer, or continued operation of the device with the new homeowner.

Any continuing participation will be subject to our approval.

14. Ending participation

You may withdraw from the Pilot at any time by contacting us at pilot.support@maestropower.co.nz.

If you withdraw:

  • future rewards payments may cease;

  • remote programme participation will stop; and

  • we may arrange recovery, removal, or deactivation of Pilot equipment.

We may terminate your participation if:

  • you breach these Terms;

  • the Pilot concludes before May 2028;

  • operational requirements change; or

  • continued participation is no longer reasonably practicable.

15. No guarantee of savings

The Pilot is designed to support flexibility services and smarter energy use.

We do not guarantee:

  • electricity bill savings;

  • reward amounts;

  • energy efficiency outcomes; or

  • specific financial benefits.

Actual outcomes will vary between households.

16. Liability

Nothing in these Terms limits your rights under New Zealand consumer protection laws.

To the maximum extent permitted by law, neither Maestro nor GridSmart is liable for:

  • indirect or consequential losses;

  • loss of expected savings;

  • loss of rewards;

  • network outages;

  • internet or Wi-Fi failures;

  • hot water interruptions arising from circumstances outside our reasonable control; or

  • faults in existing customer equipment.

We confirm that statutory guarantees of acceptable quality and reasonable fitness for purpose apply to the Pilot.

17. Pilot changes

As this is a pilot programme, programme features, operating methods, rewards arrangements, and eligibility criteria may change.

Where changes materially affect participants, reasonable notice will be provided.

18. Contact information

Maestro (Lastmyle Limited)
pilot.support@maestropower.co.nz.

19. Governing law

These Terms are governed by the laws of New Zealand.