This policy relates to all activities of Energy Locals Pty Ltd, ABN 23606408879 (Energy Locals) including its website. References to “us”, “we” and “our” in this policy are references to Energy Locals, its related bodies corporate and its contractors.

When are customers entitled to a refund?

Customers can contact us and request a refund if they are no longer a customer of Energy Locals and their energy account has a credit balance. We will refund a customer’s credit balance once we have checked and confirmed that there are no outstanding monies owed to us and we have final billed the supply address. We also need to make sure that there are no alternative open energy accounts with us under the customer’s name that owes money

Customers can contact us if their energy account has a credit balance and there is not an energy invoice that is due to be issued within the next 2 weeks (if there is; we will discuss the customer’s credit balance and the estimated future invoice amount and see if there is an amount that we may be able to refund immediately or it may be best to wait until the energy invoice has been issued and we know for sure how much credit is remaining on our customers account)

How will our customer receive their refund?

Customers will receive their money back into their nominated bank account within 3-5 business days from the date of their request, in most cases even sooner, or in the event of a credit card payment directly back on the credit card that made the purchase.

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