You can access everything through your Termina Dashboard, including:

• All invoices
• Energy usage
• Spend tracking
• Savings

Log in anytime at app.termina.io

If you’ve released control of a site (for example, due to a sale of property or a change of account holder), you can transfer ownership or move out of a site directly from your dashboard.

1. Navigate to Locations
2. Select the site you wish to update
3. Click Move out or Transfer Ownership

Please notify us at least 10 days before your move-out date so we can coordinate with the retailer to arrange a final read and ensure your account is closed correctly.

This ensures you only receive a final invoice for the period you occupied the site and avoids any ongoing charges after you’ve moved out.

If you’re moving to a new location, we can also set up a Termina account there to ensure you continue receiving the best available energy rates.If you have any questions/issues while using the move out function, please reach out to support@termina.io

Your current retailer may contact you with new pricing (a retention offer)after Termina initiates a switch. This is a common tactic from retailers

If you receive any new offers, simply forward them to support@termina.io.

If the offer is better than your previous rates, we’ll reset your benchmark and ensure you receive those improved prices. We’ll either match or beat the offer using our network of retailers.

Our goal is to ensure you’re always on the best available rates.

your benchmark can be reset at any time throughout your relationship with us. Want to understand this in more detail? Check here: How Termina’s benchmarking works

Expensive bills can happen occasionally for a few reasons, including:

• Higher energy usage than usual during that period
• Estimated meter readings being corrected by your distributor
• Longer billing periods than usual
• Seasonal usage changes

Energy usage readings are taken by your distributor, and invoices are issued based on those readings. While Termina manages your pricing and invoicing once savings are identified, the underlying meter reads and usage data originate from the distributor and retailer.

If you receive a bill that looks unusually high, please send it to support@termina.io.

Our team will:

• Review the bill for accuracy
• Confirm you’re on the best available rates
• Contact the retailer or distributor if anything needs to be investigated or corrected

You can continue to pay the bill as normal while we review it. If any adjustments are required, we’ll coordinate directly with the retailer on your behalf.

This usually happens during the transition period and is completely normal.

Once we switch you to a cheaper plan:

• Your current retailer will send a final bill covering usage up to the switch date
• Termina will then begin issuing invoices for usage after the switch
• if in doubt, check the supply dates on both bills - this is different to the issue date

These invoices cover different time periods, so there is no overlap.

If you're ever unsure, feel free to send the invoice to support@termina.io and we’ll review it for you.

No. Termina works alongside retailers, not as one. Our role is to negotiate and secure the most competitive utility rates on your behalf.

Because we're not a retailer, there are a few things worth knowing:

Meter reads and invoices: Termina doesn't control meter read dates or whether your invoices are estimated or actual. If you need a special read or want to dispute a large estimated invoice, we can liaise with your retailer to help resolve it.

Leaving Termina: Retailers don't notify us when you switch services, so if you decide to leave Termina, please email support@termina.io directly. This ensures we stop reviewing your sites and don't continue invoicing you.

You will only receive a Termina invoice once we’ve identified savings and successfully switched you to a cheaper energy plan.

Until then, you should continue paying your current retailer as normal.

Once savings are found and the switch is completed:

• You’ll receive a final bill from your current retailer covering usage up to the switch date
• All future energy invoices will be issued by Termina
• Your dashboard and Termina invoices will only begin updating once savings have been identified and the first switch has been completed

If savings haven’t been identified yet, you may still notice that your retailer invoices are sent via Termina. This allows us to monitor your pricing and usage so we can switch you immediately once a cheaper option becomes available. You should continue paying these invoices as normal until Termina invoicing begins.

Invoice timing depends on your meter reading schedule and billing cycle.

You can access your dashboard anytime at app.termina.io

Termina automatically monitors your energy prices and switches you to cheaper plans when savings are identified.

There’s nothing you need to do - we handle the entire switching process for you.

If you’re already on competitive pricing, we’ll continue monitoring and switch you when a better opportunity becomes available.