South Pacific Energy Limited

REFUND POLICY OF SOUTH PACIFIC ENERGY LIMITED

If you have bought power in our online shop and/or in our APP, you have 48 hours to refund your purchase back to your SPE account. In some exceptional circumstances you may get a refund into your bank account.

Refunds of products back to your SPE account

If you have purchased a SPE Prepay Package and wish to cancel that purchase, you may refund that purchase into your SPE account balance by logging in to your SPE account, then click ‘My Orders’ and find the ‘Refund’ button. This function is only available for purchases made within your current billing period, or within 48 hours of purchase of the relevant SPE Prepay Package. You will not be able to refund SPE Prepay Package that have already been consumed in your previous account review period.

Nevertheless, we will not agree to cancel or refund any SPE Prepay Package purchases made by us on your behalf to cover a shortfall where you have not purchased enough SPE Prepay Package to cover the energy supplied to your property (as measured by a meter read or an estimated read if we cannot read your meter).

You can apply to us to cancel and refund any SPE Prepay Package purchases you have made into your SPE account balance in the following circumstances:

for your very first SPE Prepay Package purchase from our shop or our APP where you are a new customer, provided you apply to us within 7 calendar days from the time of purchase; or
if you wish to end your supply agreement with South Pacific Energy Limited, and you have purchased more SPE Prepay Packages than you need to cover the actual energy usage at your property for the period of time that you were a customer of South Pacific Energy Limited; or
where (through a meter test or otherwise) we become aware and notify you that one or more of your meter reads have been incorrect and you have purchased more SPE Prepay Packages than you needed to cover the actual energy usage at your property.

Refunds will be showed in your “My orders” page when you log in to your SPE account.

Refunds from your SPE account into your bank account

Any credit balances you build up in your SPE account are for the purchase of electricity only. To comply with the law, South Pacific Energy Limited is not obliged to refund credit balances into your bank account, but may agree to do so in exceptional circumstances, namely:

if you have made a payment in obvious error (e.g. a double payment);
if you are switching away from South Pacific Energy Limited to another electricity retailer;
if you would otherwise suffer extreme financial hardship;
if you have received a dividend or rebate from your lines company (and then only to the extent of the lines company dividend or rebate); or
if there has been a significant metering error over an extended period of time and you have purchased more SPE Prepay Packages or paid more than was necessary to cover the actual energy usage at your property for the period of time that you were a customer of South Pacific Energy Limited.

Requests for refunds into bank accounts may only be made by primary SPE account holders. And most importantly, please notice that South Pacific Energy Limited may only refund to the consistent bank account (the bank account which you made the trasaction).

If you consider that you meet the exceptional circumstances above and wish to arrange a refund you will need to contact our call centre on 0800 SPE 888 / 0800 773 888 between 10am – 6pm, Monday to Friday.