FAQ

Cancel switch

  • 30 June 2020
  • 0 replies
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If you need to cancel your switch within the 14 day cooling-off period, head to your account and select ‘Cancel switch?’. 

If you're concerned about exit fees from your previous supplier, it's worth noting all energy customers can switch within the last 49 days of their current energy contract without incurring any exit fees. This is an Ofgem regulation.

There is a 14-day cooling-off period, from when you first sign up with Pure Planet, or when you switch from our 100% Green Variable tariff to our 100% Green Fixed tariff, during which you can cancel your switch.

You can cancel by tapping on 'Cancel switch?' in your account.
 

‘Cancel switch?’ on account homepage

We’ll contact you to confirm we've received your cancellation request, and again when your switch has been cancelled. If we can't cancel your switch (because you're outside of the cooling-off period) we’ll let you know.
 

Email confirming we’re cancelling your switch

If you’ve already switched to Pure Planet, or if you’re still in the process of switching but are outside of your 14-day cooling-off period, you’ll need to wait until 10 days after your supply start date with Pure Planet before initiating another switch to a new supplier. If you switched onto our 100% Green Fixed tariff there are exit fees for switching away before the end of your contract.

Your supply start date can be found in your welcome email. Your tariff details can be found in your account under 'Tariff and usage'.

We would recommend leaving your Direct Debit active until we have produced your final bill, so that we can take any outstanding debit, or refund outstanding credit.


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