4.5 Cancelling, refunds and closing your account

4.5 Cancelling, refunds and closing your account

You can stop your Home Energy Saver discount application at any point before your installation goes ahead. What happens to any payment you have made depends on how far along you are. You can also close your account. This article explains each of these.

Stopping before you have paid

If you have not yet made your first payment, you can simply stop. There is nothing to pay and nothing to refund. If you would like your application closed, contact us, and we will close it for you.

Getting your payment back

If you change your mind, you can request a full refund of any payments you've made up to 24 hours before your scheduled installation. If you request a refund less than 24 hours before installation, the minimum customer contribution of $200 will be retained. Any customer contribution above this amount will be refunded.

To request a refund, contact us and we'll confirm the details and arrange your refund. Refunds are processed within 14 business days.

If your products change significantly

If significant changes to your chosen products are required, such as following your electrical and safety assessment, this will be treated as a major variation. You'll need to complete the product selection process again, but your eligibility approval will be retained. Any payments you've already made will be held and applied towards your new quote. Once you accept the updated quote, you'll only need to pay any remaining balance.

Changing your mind about a loan

If you applied for a zero-interest loan to pay your remaining balance, your loan is arranged with the finance provider, not with us. If you need to change or cancel a loan, contact the finance provider directly. You can find loan information at energy.nsw.gov.au/home-energy-saver.

Closing your account

To close your account, contact us and we will withdraw your application for you. Closing your account cancels your application. If you want to take part later, you start a new application rather than reopening the old one. Your information is retained for the program period and handled as set out in our privacy policy. If you choose to close your account, it cannot be reopened: your application is cancelled, and if an installation is booked, it will be cancelled too. An account cannot be closed once your installation is complete.