Legal notice

1. The Naturgy Portal

1.1 Via the Naturgy Portal (hereinafter, “the Portal”) of the company NATURGY ENERGY GROUP S.A. (hereafter, “the COMPANY”), accessible at, visitors and users of said Portal (hereafter, the “Users”) are provided with access to an extensive range of products, services and content related to the supply and energy consumption, equipment and domestic assistance (hereinafter, “the Services”).

1.2 The details of the company responsible for the Portal are as follows:
Avenida de América, 38, 28028 Madrid (Spain)
C.I.F. A-08015497
Registered in the Companies Register of Madrid in volume 36,567, folio 35, section 8th, page B-656,514 , entry 2nd.

2. Conditions for access and use of the portal

Access to the Portal implies prior reading and acceptance by Users of these General Conditions of Access and Use (hereafter, “the General Conditions”). The act of accessing and making use of the Portal shall be understood as the expression of full and unconditional acceptance by the User of the content of each and every one of these General Conditions as they appear on the Portal at the time of access. Where the User is not in agreement with the content of these General Conditions, he or she must refrain from accessing the Portal or operating through it. The Portal reserves the right to modify these General Conditions by announcing the changes on the Portal itself, in such a way that Users are kept duly informed at all times.

The contracting and/or use of certain Services available on the Portal may require User identification and his or her acceptance of specific conditions that may expand upon, supplement and/or even modify these General Terms and Conditions (hereinafter, “the Specific Terms and Conditions”). Users must also carefully read the content of the corresponding Specific Conditions, or any other legal notice appearing on the Portal.

As a User, you hereby declare yourself to be of legal age and/or in possession of sufficient legal capacity to be bound by these General Terms and Conditions (and, where applicable, by the Specific Terms and Conditions regulating the use of a given Service) and to use and, where applicable, contract the Services offered via the Portal. The User hereby expresses his or her full and unconditional acceptance that all access and use of the Portal, its Services and its contents is made under his or her sole responsibility.

Where there is any contradiction between the General Conditions of Access and Use of the Portal and any Specific Conditions, the latter will apply, except where the General Conditions are more favourable to the User than said Specific Conditions.

3. Content of the portal

3.1 Upon visiting the Portal, the User acknowledges, understands and accepts that the information provided on said Portal regarding products and services or any other information contained therein is displayed solely for informational purposes, and should be regarded as preliminary information made available to the User which may at any given moment contain errors, inaccuracies or be out-of-date.

3.2 The COMPANY reserves the right, at any time and without prior notice, to unilaterally modify or implement changes to the configuration of the Portal at its discretion, as well as to the content and range of Services provided over it and the corresponding conditions of access. Similarly, the COMPANY reserves the right to add new Services and content to the Portal, as well as to temporarily or permanently delete, restrict, suspend or prevent access to the Services provided over the Portal under any of the circumstances outlined in these General Conditions.

3.3 The COMPANY hereby informs the User that he or she will, via the Portal, have access to products and services provided by companies belonging to the Group, and to products and services provided by third parties, subject to availability. For these, Users shall be bound by all applicable terms and conditions issued by the respective parties. The COMPANY shall not be held responsible or liable for any of the products and services offered by the aforementioned parties.

4. Specific conditions for portal services

The Services are, as a general rule, provided to Users free-of-charge. However, payment may be required for certain Services, a fact that will be clearly stated in the General or Specific Conditions of the service in question.

5. Identification as a user of the portal

5.1 The contracting and use of certain Services provided by the COMPANY will require User identification via the identification form that appears on screen upon selecting a Service of this type. Similarly, for the contracting and use of certain services provided over the Portal by other companies within the Group, Users will need to fulfil the requirements set by the provider company in question, which will be made available to the User either on the Portal itself or on the website of the corresponding provider company. No Portal User will be able to access the products and services of said companies without having first identified themselves as a Portal User. In either case, the User will be held solely responsible for the accuracy of the information entered into the identification form.

The User will then be asked to select the Username and Password needed to use the Portal, which will be used to identify him or her as a registered user of the COMPANY or of the company within the COMPANY’s Group which is providing the Service being accessed via the Portal, for all purposes (hereinafter, “Registered User”).

The Username and Password selected by the Registered User are personal and non-transferable. The Registered User is required to notify the COMPANY or, as appropriate, the company within the COMPANY’s Group, of any possible changes to his or her personal data.

5.2 The User shall keep his Username and Password safe and secure, avoiding writing it down and, in general, taking all precautions necessary to prevent it from being disclosed to third parties. It shall be the responsibility of the Registered User to take due care to prevent third parties from accessing and/or using any Services contracted in his or her name and/or from using his or her account details. Similarly, the Registered User will be solely responsible for the selection, loss, theft or non-authorised use of any account details, and for any consequences incurred as a result. Notwithstanding the above, the Registered User must notify the COMPANY or, as appropriate, the company within the COMPANY’s Group, as soon as possible of the loss, theft or non-authorised use of their Username or Password. Notification is also required where the User suspects that any of the above has occurred. The Portal will then remove the Registered User from its databases, without disallowing said user from restarting the registration procedure on the Portal.

In either case, the Registered User shall be responsible for making proper use of the Services contracted and keeping his or her Username and Password secure, duly avoiding their unlawful and improper use beyond that established in these General Conditions and, where applicable, in the General or Specific Conditions of each Service.

5.3 The Registered User may unsubscribe as Portal User at any time and with immediate and no retrospective effect using the online Customer Service form found in the right-hand menu of the Virtual Office or at the top of the page, where they will be required to enter their user details.

5.4 Registration for the Portal by the User will imply the express and unconditional acceptance by said User of the COMPANY’s privacy and data protection policy as outlined in Section 6 below and in the legal notice found at the bottom of the Portal’s registration form.


NATURGY provides users of the website at [] (hereinafter, also the Website) with this Privacy Policy in order to offer information on how we process your personal data and protect your privacy and information.
NATURGY may amend this Privacy Policy when deemed necessary. In the event that changes are made, we will communicate such action via the website or other means in order for you to be made aware of the new privacy conditions. The act of continuing to use the features made available by NATURGY following notification of such changes will imply that you agree with them, unless your express consent is required.

Pursuant to the provisions of the General Data Protection Regulations and other regulations governing data protection, as well as Law 34/2002 of 11 July on services of the information society and e-commerce, the Website

User is informed of the following:


1. The data of a personal nature that the User provides by filling in any form on the website or that they may provide in the future will be collected and processed automatically by the data processing manager, which is NATURGY ENERGY GROUP S.A. (hereinafter, NEGSA) with registered address at Avenida San Luis Nº 77, 28033 Madrid.

2. Naturgy has a Data Protection Officer. The contact details are shown below:
Postal address: Avenida Diagonal 525, 08029 Barcelona


The personal data provided by the users of this website and/or provided by the users via any website made available to the public by NEGSA may be processed thereby for the following purposes based on the type of data provided by the user and the interaction undertaken by the user via the website in question. Below, the User is informed that the purposes for which their data will be automatically processed are:

  1. Contact and management of website users: The personal data of users who contact NEGSA via any of the contact channels made available via the websites managed by NEGSA will be processed for the purpose of maintaining contact between the parties and managing the website users, providing customer or user services and managing the queries sent to us via the channels provided for said purpose on our website.
  2. Careers: The personal data collected via the ‘Careers’ section made available to the public via the website at will be processed for the purpose of managing the receipt of CVs sent to NEGSA, as well as for analysing the professional profile of the candidate and, where appropriate, enabling participation in the NEGSA personnel selection processes. The personal data are kept by NEGSA for a period of less than one year. If you would like to work with us and want to send us your CV to take part in any NEGSA personnel selection process, you can do so via the ‘Join the team’ section on the web page for potential candidates. This page will inform you in more detail about the personal data processing carried out by NEGSA regarding the selection processes and you will be asked to provide your consent for the processing of your personal data needed for managing the selection process.
  3. Where appropriate, the distribution of advertising, promotional material or information about products related to its business via various channels.
  4. However NEGSA intends to send its Users commercial communications via electronic means, pursuant to the provisions of Article 21 of Spanish Law 34/2002 of 11 July on services of the information society and e-commerce (hereinafter, LSSI); by accepting this Privacy Policy, the User expressly authorises NEGSA to send them promotional or advertising communications by email or other equivalent electronic communication channels.
  5. If the User does not wish their data to be communicated as indicated in the previous paragraph and/or does not wish to receive commercial communications (advertising or promotional), they may freely express their decision via the methods indicated in the previous paragraph. Acceptance by the User of their data being processed or communicated in the way defined in the previous paragraphs may be revoked at any time, with no retroactive effect, in accordance with the provisions of Articles 7.3 RGPD and 22.2 LSSI.



The data processed by NEGSA as a result of the interactions undertaken by the user via our website are taken from the following sources:

  • Data provided by the user when filling in the forms made available, by filling in the spaces made available in contracts or by any other means through which the user engages in communication with the data processing manager.
  • Data generated as a result of developing, processing and maintaining the relationship created between the user and the data processing manager.

NEGSA may process the following types of personal data depending on the relationship established with the user:

  • ID details (e.g. name and surname(s), email address, postal address, telephone number, IP address, etc.).
  • Economic, financial and insurance details (e.g. bank details).
  • Academic or professional details and/or employment details (e.g. data contained in their CV).


NEGSA processes the personal data provided by the users of its websites in accordance with the following legal grounds, depending on the type of data provided by the user and the interaction undertaken by the user with NEGSA

  • The processing of your data for the purpose of contact and user management is based on the management and processing of the legal or contractual relationship established between the user and NEGSA, i.e. the management of their request, the maintenance of contact between the parties and, where appropriate, the provision of any services requested by the user.
  • The processing of your data for the purposes of “Join the team:” is based on the consent provided by the user. NEGSA states that it will only process the personal data for the processing purposes based on consent from the user in the event that the user has provided consent for each processing activity via the means of obtaining consent made available thereto.
  • The processing of data for the distribution of advertising, promotional material or information about products related to its business via various channels, including electronic channels, for the processing purpose based on consent from the user.


The personal data processed for the purposes described above may be communicated to the following recipients depending on the legal grounds for communication.

By virtue of the above, the following data communications seek to guarantee the correct development of the contractual relationship and ensure compliance with the legal obligations corresponding to such communications:

  • To common solvency files related to compliance and non-compliance with financial obligations.
  • To public bodies and authorities.
  • To gas and electricity distribution companies (only for services from the supply company).
  • Suppliers when necessary, for the sole and exclusive purpose of compliance with the business relationship in question. Under no circumstances will said third party providers be able to contact Users directly for marketing or promotional purposes, nor may they transfer said data to third parties or other entities within its own group, whatever the intention behind said transfer, with the corresponding liability for breach of the foregoing lying solely with said third party providers.


NEGSA will keep their personal data for the time needed to provide the service requested and/or to achieve the processing purposes sought.

Subsequently, provided that the user has not exercised their right to elimination, their data will be kept for the legal periods defined for each applicable case based on the type of data and the processing purpose.

In any event, the user may request detailed information about the data storage periods applied at the Supply Company by contacting our Data Protection Officer at the following address:


NEGSA informs users that, when personal data are collected via a form made available on our website, it will be necessary for the user to at least provide those data fields marked with an asterisk (*). If said minimum data considered as necessary are not provided, the Supply Company will be unable to manage the service or query posed by the user.
In the event that the User does not fill in all the fields marked as required in the contracting form, this may prevent the contract for products and services from being finalised.


The user guarantees that the data provided are accurate, truthful, complete and up-to-date, accepting liability for any direct or indirect damage that may arise as a result of non-compliance with this obligation.
The User undertakes and agrees to immediately notify the Data Processing Manager of any change to their personal data so that the information contained in its files is up-to-date and error-free at all times.


For the purpose of guaranteeing the security and confidentiality of your data, NEGSA undertakes to process all User information with the utmost confidentiality, using it solely for the purposes indicated in this privacy policy. NEGSA has implemented the levels of security required in terms of data protection and has in place the technical and organisational security measures required to be able to guarantee the security of your personal data and protect it against unauthorised alteration, loss, treatment and/or access, in consideration of the technology available, the nature of the data stored and the risks to which they are exposed (both as a result of human action and of the physical or natural environment). In any event, you should bear in mind that Internet security measures are not impregnable.


NEGSA informs you that you are entitled to obtain confirmation regarding whether or not we are processing personal data that concern you.

Similarly, NEGSA informs you that you have the following rights regarding your personal data:

NEGSA informs you that you are entitled to access your personal data and obtain confirmation regarding how said data are being processed. Furthermore, you are entitled to request the rectification of inaccurate data or, as appropriate, request the elimination thereof when, among other reasons, the data are no longer necessary for the purposes for which they were collected by NEGSA.

Under certain circumstances, you may request that limitations be imposed on the processing of your data, in which case the Supply Company will only keep them for defending possible claims.

Furthermore, also under certain circumstances, you may oppose the processing of your personal data for the purpose reported by Naturgy. In this case, NEGSA will cease to process the personal data unless legitimate grounds exist therefor or to guarantee defence against possible claims.

Finally, you may request the right to portability and obtain, for yourself or another service provide, certain information stemming from the contractual relationship established with NEGSA.

To exercise any of these rights, you may contact us by writing to Plaça del Gas nº1 08003 de Barcelona or to the email address stating “Data Protection Request” as the subject. The identity of the person exercising such rights must be demonstrated when doing so by including a copy of both sides of their DNI, NIE, Passport or equivalent document.

NEGSA will provide the requested information within one month from receiving the request. Said period may be extended to two months if necessary based on the complexity and number of requests.

NEGSA informs you that you may lodge a claim with the competent Control Agency for data protection issues. However, you may first of all lodge a claim with the Data Protection Officer, who will respond to the claim within two months.

7. General statements and guarantees

7.1 The COMPANY declares and guarantees that the Portal incorporates all the technology (software and hardware) required, as on today’s date, to allow for its access and use. However, the COMPANY may not be held responsible for the possible existence of any viruses or other harmful files, introduced by any means or by third parties, that may infect the User’s computer system or lead to damages of any kind to the User’s computer system. The User fully accepts all of the foregoing and undertakes, for its part, to act with maximum caution and prudence when accessing and using the Services offered via the Portal. Above all, though not exclusively, the User shall observe the security recommendations made on the Portal.

7.2 The User accepts that the Portal has been created and developed in good faith by the COMPANY using information taken from internal and external sources and is presented to Users in its current state, despite it potentially containing errors, inaccuracies, relevant omissions or typos. Consequently the COMPANY does not under any circumstances guarantee the veracity, precision or completeness of the contents of the Portal, nor that they are up-to-date. The User thereby exonerates the COMPANY from all liability regarding the reliability or usefulness of the Portal or any false expectations generated by it during browsing.

7.3 The User guarantees that any of the activities undertaken by him or her over the Portal shall comply with the law, ethics, generally accepted codes of conduct and public order and shall under no circumstances be an affront to the good name and business image of the COMPANY, the Group, other Users of the Portal or third party service providers. In particular, the User undertakes to make correct and diligent use of the Services and shall refrain from using them for unlawful purposes, or purposes prohibited by these General Conditions, that are detrimental to the rights and interests of third parties or might in any way damage, render useless, overload or undermine these Services, third party computer systems or the documents, files and other content stored therein, or prevent the normal use and enjoyment of the Services by third parties.

7.4 Above all, though by no means limited to these considerations, the User shall not use the Services with the intention of (i) assuming the identity of a third party; (ii) violating fundamental rights and public freedoms as recognised in national legislation or international agreements and treaties and, above all, infringing upon the honour, personal privacy, image or ownership of goods and rights of third parties; (iii) inciting or promoting criminal, derogatory, defamatory or offensive actions, or other acts not compliant with the law, ethics, generally accepted codes of conduct or public order; (iv) inciting or promoting actions or ideas which discriminate by race, sex, ideology, religion or belief; (v) incorporating, making available or allowing access to criminal, violent, pornographic or offensive products, elements, messages and/or services, or any of the foregoing that are otherwise in breach of the law, ethics or public order; (vi) violating the industrial or intellectual property rights of third parties; (vii) violating the secrecy of communications act, advertising regulations and/or unfair competition guidelines; (viii) wilfully sending email, programs or data (including viruses and harmful software) over the Portal which may cause damage of any kind to the COMPANY’s computer systems, or those of other Users or third parties, including attempts to falsify the origin of the email or other material stored in a file sent via the Portal; (ix) Using the information contained on the Portal for the purposes of direct sales or for any other purpose and (x) sending unsolicited bulk messages to a larger or smaller group of individuals regardless of their purpose.

8. General limitation of liability

8.1 To the fullest extent permissible by applicable legislation, the COMPANY makes no declarations or guarantees of any kind, whether express or implied, in relation to the workings of the Portal or to the information, content, software, materials or products included on it. Similarly, the COMPANY is exempt from providing any kind of express or implied guarantee, including the implied guarantees of fitness for a particular purpose. The COMPANY will not be liable for damages of any kind, whether direct or indirect, that may derive from the use of this Portal.

8.2 The COMPANY is not liable for any direct or indirect damages that might be derived from the interruption of the Service by the Portal, nor for its continuity. Similarly, the COMPANY shall not be held liable for any security errors or faults that might be incurred through the use, by the User, of an non-secure or non-updated browser, nor for the activation of password retention features on the browser or any damages, errors or inaccuracies deriving from its malfunctioning.

8.3 The COMPANY excludes all liability for the legality, content and quality of the products and services offered and/or marketed by third parties over the Portal.

8.4 The COMPANY makes no guarantees, whether express or implied, regarding the information sent, distributed, published or stored on the Portal, nor for the use made of it by Users, employees or third parties. Similarly, the COMPANY shall not be held accountable for the invalidity of any User nor the impersonation by the User of a third party.

8.5 In the event of any liability attributable to the COMPANY, this latter shall only be held liable for those damages caused directly or effectively by it, excluding any kind of compensation for lost profits.

8.6 The User shall be held liable for all damages incurred by the COMPANY as a direct or indirect consequence of the breach by the User of the General Conditions.

9. Links and hyperlinks to the portal

9.1 Users or owners of other websites who wish to establish hyperlinks (hereinafter, “link”) to the Portal must ensure and undertake to follow the rules of the COMPANY regarding internet links. Said rules consist of (i) not establishing links to pages or subpages other than the Portal’s home page; (ii) not establishing links that allow the full or partial reproduction of the pages of the Portal’s home page; (iii) not posting false, inaccurate, incorrect statements in the vicinity of the links in question which might lead to errors or confusion, or which, more generally, are in breach of the law, ethics or codes of conduct; (iv) not including any trademark or protected sign other than the URL address of the Portal; and (v) not establishing links to pages containing contents, statements or propaganda of a racist, xenophobic or pornographic nature, or which sympathises with terrorism or attempted threats against human rights, and/or which might in some way harm the good name or image of the COMPANY or its customers. In any event, the inclusion of links to the Portal on other websites does not signify that the COMPANY is in any way linked or associated with the owner of the website on which the link is posted, nor that the COMPANY promotes, guarantees or recommends the contents of said portals or websites.

9.2 For its part, the Portal may contain links to other portals or websites not managed by the COMPANY. The COMPANY rejects all liability for the information contained on these portals or websites accessible via links or search functions found on the pages of the COMPANY’s website. The presence of links on the COMPANY’s website is purely for informational purposes. Therefore, the COMPANY is not liable nor makes any express or implied guarantee in relation to: (i) the marketability, fitness, quality, quantity, characteristics, origin, marketing or any other aspect of the products or services being offered and promoted over the Portal; (ii) the direct, indirect or other damages that might be incurred by the products or services being offered, promoted, acquired, sold or provided over the Portal; (iii) the prices set or agreed by Users with provider bodies; (iv) the transactions or operations carried out between them; (v) their good outcome; (vi) the terms and conditions agreed between them in their business dealings and conditions of use, nor for their modification, compliance and execution, billing, payment methods and channels, and resolution; (vii) ensuring delivery of products or provision of services; (viii) the information exchanged between them; (ix) the content and use of the personal data that said bodies require from the User to secure and implement operations; (x) the content and use of the personal data sent by the COMPANY to said bodies for the sole purpose of establishing the business relationship initiated or created, in accordance with that outlined in the Legal Notice found at the bottom of the User registration form; (xi) the advertising Users might use, nor the use made by Users of the distinctive signs of a third party or the COMPANY itself.

9.3 All of the contents of the Portal (including, though not limited to, databases, images and photographs, patents, utility and industrial models, drawings, graphics, text, audio and video files and software) are the property of the COMPANY or its content providers, where said content has been subject to licence or transfer by said providers and are protected by national or international rules on industrial and intellectual property. The compilation (understood as the compilation, design, organisation and editing) of all of the content of the Portal is the exclusive property of the COMPANY and is protected under national and international rules on industrial and intellectual property.

9.4 All of the software used in screen design, navigation and use and development of the Portal is the property of the COMPANY or its software providers and is protected under national and international laws on industrial and intellectual property.

9.5 Any trademarks, emblems, distinctive signs and logos of the COMPANY that appear on the Portal are the property of the COMPANY and are duly registered or under registration. The names of other products, Services and companies that appear within this document or on the Portal may constitute trademarks or other distinctive signs registered by their respective and lawful owners

9.6 All texts, graphic images, videos or audio files are the property of the COMPANY or its content providers and may not be subject to subsequent modification, copy, alteration, transformation, reproduction, adaptation or translation by the User or third parties without express authorisation from the owners of said contents.

9.7 Making the databases, drawings, graphics, images and photographs, text, audio and video files and software owned by the COMPANY or its providers available for use by the User on the Portal does not, under any circumstances, imply the transfer of ownership or exploitation rights to the User beyond the right to make lawful use of it in accordance with the nature of the Portal.

9.8 It is expressly forbidden to use the contents of the Portal or the Services, or, in general, exercise any of the rights mentioned in the foregoing sections without the COMPANY’s authorisation, including their exploitation, reproduction, dissemination, transformation, distribution, transfer by any means, subsequent publication, exhibition, public communication or full or partial representation. Any of the above events shall constitute a breach of the COMPANY’s intellectual property rights and will be punishable under prevailing law.

10. Force majeure

For the purposes of these General Terms and Conditions, force majeure shall be understood as, though not limited to, the following: (i) any non-culpable, unforeseeable event or an event which, where foreseeable, is inevitable; (ii) errors in accessing the various web pages; (iii) errors in the electricity or telephone supply networks; (iv) damages caused by third parties or attacks on the Portal’s server (viruses) which affect the quality of the Services and which are not attributable to either the COMPANY or the User; (v) errors in the transfer, dissemination, storage or delivery to third parties of the databases and other contents of the Portal; and (vi) problems or errors in the receipt, obtaining or access to the Portal or Services by said third parties.

11. Suspension of access to the portal and services

11.1 The COMPANY will endeavour to provide continuous availability of the Portal. However, all testing, control and maintenance operations may be freely determined and implemented by the COMPANY at any time, whatever the procedures involved and means used to carry them out. The COMPANY will, where reasonably possible, endeavour to advise all Users of any forthcoming or current maintenance operations or other activity that may affect the Portal in the form of announcements posted on the Portal itself.

11.2 The COMPANY reserves all rights to modify the transmission capacities, monitoring or other means or technical Services used to access or use the Portal.

11.3 The COMPANY may temporarily or permanently suspend Services without this act entitling the User to any kind of compensation under any of the following circumstances: (i) where necessary to carry out maintenance activities; (ii) where necessary to preserve the integrity or security of the Services provided, and of the equipment, systems or networks of the COMPANY or third parties, provided these affect or might affect the services of the COMPANY; (iii) where justified by operational issues of the COMPANY or third parties that might affect the provision of Services by the COMPANY; (iv) in the event of force majeure, the COMPANY will endeavour to keep the User informed as to the suspension and its causes where at all possible.

12. Termination

The Portal may terminate these General Conditions of Use without any warning to the User where: (i) it receives knowledge of the User making use of the Services to engage in illegal activity; (ii) the User breaches any of their fundamental obligations as stipulated in these General Conditions, and especially in the event of improper use of their access details; and in the event of a breach or violation of the intellectual and industrial property rights over the Portal, all the above without prejudice to the exercise of all those legal actions that may be pertinent in the defence of its interests.

13. Annulment and ineffectiveness of the clauses

In the event that any Clause of these General Conditions is declared wholly or partially null or ineffective, this nullity or ineffectiveness will apply only to this provision, or to the part of this provision that is declared null or ineffective. The rest of these General Conditions will remain in force and this provision, or affected part of this provision, will be understood as having been withdrawn, except where, as an essential component of these General Conditions, it affects them as a whole.

14. Applicable law and jurisdiction

14.1 These General Conditions shall be interpreted and governed in accordance with Spanish legislation.

14.2 Any dispute deriving from the existence, access, use or content of these General Conditions shall be subject to the competent territorial court corresponding to the address of the User in Spain.