Contract and data

That's stated in the contract you received from us a few days after your registration. Doesn't it state an end date? Then you have a flexible contract. You can find variable costs, but these depend on you consumption, not on the rates. With a fixed contract, the rates always stay the same.

Have a fixed contract? Choose a start date that's 1 day after the end date of that contract.

Have a flexible contract without and end date? You can then switch on the first possible date. With us, this starts at 24 days into the future.

You don't have to worry if the start date is a few days later than the end date of your old contract. You'll still have power, but will pay a temporary variable tariff in the meantime.

To do this, go to mijn.coolblue-energie.nl or contact customer service to change your information. They're happy to help you from Monday to Friday between 9:00 and 17:00. You can also send an email.

You can find the start date in your contract. We'll start the delivery at least 24 days after your registration.

At your registration, you indicated when you'd like us to start with the delivery. Was this as soon as possible? We'll start 24 days after your registration. This gives your the legal cooling-off period and we'll arrange your switch in the meantime.

Yes. You can cancel your energy contract free of charge within 14 days after you've received the confirmation. Please call our customer service for this on number 088 888 04 03. Available on working days from 9:00 to 17:00.

Unfortunately, you can't cancel without costs anymore. You can cancel, but then you have to pay a cancellation fee.

Cancel your request with your new supplier. You can do this within 14 days after you've received a supply agreement from your new supplier. That way, you can remain a Coolblue Energy customer and won't have to pay a ticket.

This is a fee that you pay when you switch suppliers before your fixed energy contract ends. You can see it as a kind of ticket. You pay a cancellation free for a fixed contract. For a variable or dynamic contract, you won't have to pay a cancellation fee.

We'll cancel your energy contact for you, you don't have to do anything for this.

Coolblue Energie will never silently renew your contract. Before the contract expire, we'll send you a transparent offer for contract extension. We then offer you the choice to fix the rate for a specific period again or to extend your contract for an indefinite period at a variable rate. The extension offer also states under which conditions and rates your delivery will automatically continue if we haven't received a choice or cancelation from you by the end date of the contract. In that case, you'll always have a 30-day notice period.

We start delivering from 24 days into the future. Earlier isn't possible with us. This gives you the legal return window and we arrange your switch in the meantime.

No. If you have a fixed contract, you can switch as soon as it ends. You can register with us for the current rates already. If you choose to do so, choose 1 day later than the end date of your old contract as the start date.

Have a flexible contract without an end date? Keep a 30-day cancellation period in mind.

After the end date of your contract, you automatically remain a customer with us. Unless you indicated that you want to transfer to another supplier, of course. You'll receive a renewal offer from us before the end of your contract. This fixes your rates for a certain period of time again. Are you not renewing via our renewal offer? After the end date, we'll convert your contract into a contract for an indefinite period at the rates applicable at that time. We'll let you know at what rates we'll extend your contract before the end of your contract. In addition with the variable contract, you have a cancellation period of 30 days.

We deduct the tariffs you'd pay as a new customer from the tariffs that you're paying now. After that, we multiply that amount with the energy that you'd use until the end of your contract.

That way, the cancellation fee depends on how long you still have left in your contract. The table shows the maximum cancellation fee per remaining term.

Did you conclude a fixed energy contract before 1 June 2023?

| Remaining term | Maximum cancellation fee per product (Gas/Electricity) | | --- | --- | | less than 1.5 years | € 50 | | 1.5 to 2 years | € 75 | | 2 to 2.5 years | € 100 | | over 2.5 years | € 125 |

Yes, this is possible if the date is at least 24 days after your registration. But make sure that the start date always starts after your old contract expires. This way, you'll avoid a ticket from your old energy supplier.

If you want to change the name of the contract, for example because the building has a new occupant, it's best to contact customer service. There are many exceptions and conditions that prevent us from doing this just like that. For example, you have to authorize us again for the collection of the advance amount.

We can confirm your switch to your old supplier once your new contract with us starts. That's why you can still receive an offer from your old supplier until then. This doesn't mean you can accept this offer free of charge. If your 14-day return window already expired, costs are involved.

First of all, our sincere condolences. The impact of a death in your family isn't only the loss, but also everything after. We'll try to help you with the energy contract as much as possible.

The general terms and conditions state that death is a resolutive condition. You can cancel the contract free of charge. All you have to do is send an email to our support desk with a copy of the death certificate and we'll immediately cancel the contract and prepare the final settlement.

The final settlement? Yes, the termination of the contract isn't the final step. Upon termination, we'll prepare the final settlement based on the latest meter readings. You might have paid too much or too little and that difference can be settled. A death in your family is impactful in every way. We'll advise you as best we can if you have any questions.

One more thing… The energy contract is linked to the house or apartment. If it concerns a rental house, the date of termination is the same date as the termination of the lease. If it's an owner-occupied house, we recommend you wait for the sale and transfer of the house to terminate the energy contract.

Did you switch to a different supplier, but regretted your decision? You can take the following steps.

After reaching an agreement via phone, internet, or street sale, you usually have a cooling-off period. This is also called the right of withdrawal. You have 14 days to dissolve the agreement without specifying your reasons.

1. First contact the new energy company

Your old energy company must accept a report from the new energy company. Take your complaint to the new energy company. Ask if they want to fix the problem for you.

2. Issue a complaint at the energy company

Not satisfied with the response of the energy company? You can submit an objection. We recommend that you first read the general terms and conditions of the energy company. It states how you can submit an objection and within what period you must do this. In general, an objection can be made by sending a registered letter to the energy company. You'll have proof that you have sent the letter. In the letter, you write the following information:

• That you don't want to be transferred to the new energy company. Or if you've already been transferred, that the energy company must transfer you back to your old energy company;
• That you're not going to pay the installment amounts of the new energy company because you think there's no agreement;
• How soon you want a response from the energy company. For example, within four weeks. The energy company will have to make a decision and let you know as soon as possible.

Send the letter to your old energy company as well. State in the letter that the company shouldn't send a final settlement.

Keep copies of all letters you send. Write down the names of the people you spoke to. And what you've agreed to. If you switched after a telephone call, ask if there are any tape recordings and if you can get these recordings.

No, you'll still have power. You'll temporarily pay the variable rate.