Terms and conditions
Our version of a contract is the Customer Terms & Conditions which you need to accept when you complete our sign-up form. Check out our current Ts & Cs.
You have 48 hours to change your mind after you buy power in our online shop. We'll give you a full refund if you buy a Powerpack and haven't used it. All money is refunded to your Powershop account (not your bank account or credit card) at the purchase price. See our full Refunds policy for details.
Disconnections, Vulnerability and Medical Dependency
We won't consider cutting your power off unless you have multiple outstanding payments, or repeatedly miss payments. We're really flexible but not that flexible!
You need to let us know if you or anyone living on your premises:
- Depends on electricity for critical medical support such that loss of electricity may well result in loss of life or serious harm.
- Would find the disconnection of electricity a clear threat to health or wellbeing for reasons of age, health or disability.
- Has genuine difficulty paying the electricity bill because of severe financial instability, whether temporary or permanent.
If this applies to you, let us know when you switch to us by filling out the section on 'Vulnerability & Medical Dependency' during the sign-up process.
You can also let us know when you are a customer at any time. Find out how on our Help site.
If you find yourself struggling to pay for your power, please let us know as soon as you can so we can avoid having to disconnect you. We can provide you with information on how to manage your electricity payments, or refer you to agencies that can help with budgeting advice and assistance. We also suggest you contact Work and Income by phoning 0800 559 009, as they may be able to provide you with financial assistance.
Your personal information