Financial

When you register with us as a customer, we'll check your payment behavior. This is called a credit check. During this check, the company EDR Credit Services checks whether you're debt-free. Coolblue has no influence on this check. Have any questions about this? Go to the EDR website.

At Coolblue Energy, you pay in advance. That means you pay your first installment amount before we start delivering. The amount may differ slightly from your regular installment amount because it can cover a period of time longer than a month. You'll receive an iDEAL payment request via email for your first invoice quickly. Pay before 3 working days before the start of your contract.

Annual statement

Your annual statement will be sent 12 months after the start of the delivery and every 12 months after that. On your annual statement, you can view the actual consumption of the past year, as well as the advance amounts paid. You'll receive the annual statement no later than 6 weeks after you've submitted the meter readings to us for the statement. If you haven't submitted any meter readings, we'll estimate your annual consumption and you'll receive the annual statement 6 weeks after the last reminder for submitting the meter readings.

Final settlement

You'll receive a final settlement from us if you've moved or if the contract is terminated. You'll receive the final settlement no later than 6 weeks after you've notified us of your move (including meter readings) or after termination of the contract.

On the both the annual statement and final settlement, your installment amount and the actual consumption are settled. If you've paid an installment amount that's too high, the overpaid amount will be refunded to your account. If your consumption turns out higher, you'll receive an invoice for the remaining amount

This can be for several reasons. For example, your account may be blocked for direct debit. It's also possible that there was insufficient balance in your account at the time of collection.

It's also possible that you accidentally entered the wrong IBAN number.

If none of these situations applied, please contact customer service.

You don't have to worry. If you simply pay in the way stated in the reminder (don't forget to mention the payment reference), we'll still process it. Do this quickly, otherwise we'll unfortunately have to charge collection costs.

Did you receive 2 energy bills in 1 month? The reason may be that Coolblue Energy and your previous supplier collect payments at different times. It's also possible that you've received a final settlement from your old supplier. After termination of the contract, your old supplier has 2 months to draw up the final settlement.

It's important that you pay both bills. On the final settlement of your previous supplier, the installment amount paid is deducted from the actual amount of energy consumed. You never pay double, although it can be annoying that you get 2 bills in 1 month.

We calculate your installment amount based on your rates and the consumption. This differs per situation:

New customer You can report your consumption when you apply. Does this differ a lot from the consumption in the past? We'll adjust the installment amount accordingly.

Existing customer In My Coolblue, you can see which installment amount we advise right now. After your annual statement, we adjust your installment amount to the consumption of the past year.

Most customers don't have to pay a deposit. When you register with us as a customer, we'll check your payment behavior. This is called a credit check. The company EDR Credit Services helps us perform them. All energy suppliers do this. During this check, we check whether you're debt-free and whether you fully pay your invoices from other companies. Don't have any late payments? In that case, we won't ask you to pay a deposit.

If the result of the credit check is negative, you'll receive an email from us. We'll ask you to pay a deposit before you can become a customer. The deposit is 3 times your monthly amount for electricity and/or gas. If you don't want to pay a deposit, you can't become a customer. You can indicate this in the email that you'll get from us. In that case, you won't receive electricity and/or gas on the requested delivery date.

Absolutely! You can also pay with iDEAL or manual transfer. Let us know via the customer service.

After your registration, you soon receive an iDEAL payment request via email for your first invoice. Pay 2 working days before your contract starts at the latest. With this, you give permission for direct debit. After your first iDEAL payment, the monthly installment amount will be deducted around the 27th day before the month of delivery. We don't charge any costs for the direct debit.

Were you unable to pay your energy bill on time? That means you're behind on your payments. The longer you wait to fix this, the higher the costs can get. The network operator can eventually even shut you down, which means you'll no longer receive electricity and gas.

Payment reminder

This doesn't just happen. Coolblue Energy will always send you a payment reminder first. Did you not pay this first payment reminder on time? We can then decide to stop the energy supply to you.

The first payment reminder is always free of charge. Collection costs will be charged for subsequent reminders. The amounts for sending the first reminder are € 15. For the second reminder, the collection costs will be increased to 15% of the amount due, with a minimum amount of € 40.

What can I do?

Contact us to avoid additional costs and issues. We offer you the option to request a payment arrangement request. You can submit this request to the customer service.

It's important that you do this quickly. You've agreed to a contract with us, which states that you're obliged to pay your bills on time. And it also states within which period you must pay.

Note

We're not required to make a payment arrangement with you.

Did you pay a deposit when you registered as a new customer at Coolblue Energy? You'll get it back when you terminate the contract or when you switch to another supplier. If you paid all bills on time, we'll settle the deposit with your final settlement. If there's still an amount left over, you'll get a refund from us within 6 weeks after receiving the final statement.

After 1 year, we draw up the balance between your installment amounts and your actual consumption. We call this the annual statement. This'll show if you have to pay extra or if you get money back from us.

Are you leaving us? Bummer! You'll receive a final settlement. This works in the same way as the annual statement.

You can confirm the change of your bank account number by paying the IDEAL payment request 1 time. This way, we can be sure that it's the correct account number. We'll send the payment request with the next payment around the 21st.

If you cancel your energy contract earlier than the end date of the contract, you'll pay a cancellation fee. As of 1 June 2023, there are new rules around this cancellation fee. These new rules apply to contracts that go into effect from 1 June 2023. This new regulation is in line with European rules and limits the risk for energy suppliers. The amount the supplier loses determines the amount you'll pay in cancellation fees.

We deduct the rates you'd pay as a new customer from the rates you pay now. We then multiply that amount by the energy you'd use until the end of your contract. You can find more information about the cancellation fee on this page.