Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 we’re required to give you pre-contract information and contract confirmation before you agree to buy anything with us. We will also give you a copy of our Terms & Conditions.
When you sign up to become a Southend Energy customer you will have a 14-day cooling-off period. If, within these 14 days, you decide to cancel your switch you can do so, without giving us a reason, by phone or by using a ‘durable medium’. A ‘durable medium’ means any format that will remain unchanged and that you’ll be able to keep and refer to for as long as you need. This means you could inform us via a letter, email, text or through your online account.
How to cancel
You can cancel your contract via your online account, over the phone or via any durable medium, as listed above. It is important that you keep a copy of your cancellation communication. You will need a copy of this communication as evidence in case there is a dispute over your cancellation. It is your responsibility to prove that you communicated your cancellation with us within the 14 day cooling-off period.
Off-premises contracts
As a customer of Southend Energy, you will receive your contractual information via email and your online account, unless you have agreed to receive this via another durable medium (such as paper).