How can I claim a refund under the Savings Guarantee?
Overview
The Bill Hero Savings Guarantee is our safety net, which ensures that you'll be refunded if the service does not save you money as promised. Here's a detailed guide on how to successfully claim your refund, including key timelines and optional steps to ensure a smooth process.
What happens when the Savings Guarantee is triggered?
Our system automatically identifies when the savings available on a first-bill comparison comes in lower than the Savings Guarantee applicable for your subscription type.
When this occurs, we immediately apply a free two-month extension to your subscription period as a goodwill gesture.
If you want to, you can keep your subscription active in anticipation of finding savings in the future, and keep the free two-months that our system will have already applied, extending your subscription to 14 months rather than 12 as a thank you for staying with us.
Alternatively, you can exercise your right under our Savings Guarantee to cancel your subscription immediately and receive a full refund of your subscription fee.
Steps to Claim your Refund
Email your claim: To initiate your refund claim, use the link included in your first results email to send an email to Bill Hero with your Savings Guarantee refund claim. The link generates an email template with a unique bill ID code in the subject line. Please do not change the subject line in this email to ensure it is processed correctly.
Optional: Attach a Price Change Notice: Sometimes, there can be situations where the Savings Guarantee cannot be met because of a price change in the market. When we compare an older bill with legacy pricing against the full market of alternatives after a price increase, it will artificially make that legacy bill appear to be more competitive than it really is. If you have received a price change notice from your energy retailer, attach this to your email. This allows us to recalculate your bill using updated rates, and compare it with alternatives on a like-for-like basis. However, this step is optional, and your refund claim will still be honoured without it.
Refund Review Process
Once we receive your email, Bill Hero team will review your refund claim. The review process typically takes 48 hours before approval.
Review outcomes
The Savings Guarantee applies to the potential savings achievable on the first bills uploaded for your subscription type.
If you have set up a combined electricity + gas subscription, the Savings Guarantee is assessed against the combined savings achievable for your first electricity and gas bill.
If you upload your electricity and gas bills separately, the Savings Guarantee prices might be triggered preemptively, after the system has assessed only one of your bills.
In this situation, you'll be asked to upload the missing bill so the Guarantee can be assessed for you.
Refund Timeline
After your refund claim has been approved, we'll action the refund immediately.
The refund will generally appear on your bank statement within 1-2 business days of processing.
However, according to our payment platform terms - we use Stripe.com for our transaction processing - some refunds may take up to 10 business days to become visible in your bank statement, depending on your bank.
Sometimes, a refund can take the form of a reversal, which means that instead of a credit refund transaction appearing in your bank statement, the original debit transaction may simply disappear. This can happen when the refund occurs very soon after the original transaction in completed.
Confirmation of Refund
You will receive a separate confirmation email when your refund has been processed through our billing platform.
Audit trail for refunds
It's very rare, but sometimes refund payments can go missing.
If you believe there is a problem with an expected refund not appearing in your bank statement, the first step is to check if the refund has triggered a reversal, which would cause the original debit transaction to disappear.
If your debit transaction remains visible, but the expected refund credit transaction cannot be found, then please get in touch with our support team at [email protected]. We'll be able to access an Acquirer Reference Number (ARN) that will allow your bank to uniquely identify and investigate the refund transaction.
ARN numbers become available about 3 days after the refund transaction is initiated.