Policies & Contracts
How do I cancel my contract within the 14 day 'cooling off' period?
After you've agreed to switch to us, you have 14 days to change your mind and cancel your contract without any fees. To cancel within this time you can:
- Download our cancellation form and email or post it to us at Powershop Cancellation, Quayside Tower, 252 – 260 Broad Street, Birmingham, B1 2HF
- Email us at firstname.lastname@example.org clearly stating you wish to cancel the contract
- Call us free on 0800 009 3719 from landlines
- Write to us at Powershop Cancellation, Quayside Tower, 252 – 260 Broad Street, Birmingham, B1 2HF
* Phone calls: We may monitor and/or record calls for security, quality or training purposes. Calls to 0800 numbers should be free from all mobiles and generally free from all landlines.
Do you have fixed term contracts?
Yes. Powershop Lite offers a fixed rate tariff for a fixed term. You can find out more about Powershop Lite here.
Can I get a refund on the power I buy?
You have 48 hours to change your mind. We’ll give you a full refund if you buy a Powerpack and haven’t used it.
You’ll get your refund to your Powershop account (not your bank account or credit card) at the purchase price.
You can request refunds back to the bank account, debit or credit card you used to make the payment. For further details see our Refunds page.
Will my supply ever be cut off?
We won't even consider cutting your supply off unless you have multiple outstanding payments, or repeatedly miss payments, and we have followed the industry standard processes.
It is important that you let us know if you or anyone living at your address are of a pensionable age, have an impairment, disability or chronic illness or long term medical condition (including and limited to a visual auditory or mobility impairment) belong to a household which has young children or are otherwise vulnerable. We can provide you with extra support if we know.
If this applies to you, let us know when you switch by filling out the section on Priority Service Register when prompted during the signup process. Once you’re a customer, you can let us know at any time by logging in to your account, go to ‘Settings’, ‘Priority Service Register’ and provide details. Alternatively, you can email us or call us on 0800 009 3719 Monday to Friday, 9am to 8pm.
If you find yourself struggling to pay for your energy, please let us know as soon as you can. We can provide you with information on how to manage your payments or refer you to agencies that can help with budgeting advice and assistance.
How can I make a complaint?
Not happy? Have we let you down? View our complaints process.
How will you contact me?
GDPR gives you more control over how your data is used and how you're contacted. The changes will protect your personal data. We have updated our privacy notice to reflect these changes, which you can find here. As part of these changes, you can tell us how you’d like to be contacted…by phone, email, in-app messages, text etc. We’ll be in touch with you to ask which method you prefer.
Suspect energy theft?
Energy theft, or meter tampering, is where someone deliberately alters their gas or electricity meter so it doesn’t record their usage properly.
It’s a criminal offence which can lead to a fine and 5 years in prison, but more importantly it’s extremely dangerous. Tampering with a home’s energy supply can put the safety of people in the property and surrounding area at risk.
If you think someone is stealing energy or tampering with their meter, we need to know. Just call us on 0800 009 3719*.
Other ways to report energy theft