Client help
The questions clients ask us most, answered. If yours isn't here, reply to any email from us or contact support and a human will pick it up.
Termina automatically monitors your energy prices and switches you to cheaper plans when savings are identified.
There is nothing you need to do. We handle the entire switching process for you.
If you are already on competitive pricing, we keep monitoring and switch you when a better opportunity appears.
You will only receive a Termina invoice once we have identified savings and successfully switched you to a cheaper energy plan. Until then, keep paying your current retailer as normal.
Once savings are found and the switch is complete:
If savings have not been identified yet, you may still see your retailer invoices arriving via Termina. That lets us monitor your pricing and usage so we can switch you the moment a cheaper option appears. Keep paying those as normal until Termina invoicing begins.
Invoice timing depends on your meter reading schedule and billing cycle. You can check your dashboard anytime at app.termina.io.
This usually happens during the transition period and is completely normal.
Once we switch you to a cheaper plan:
The invoices cover different time periods, so there is no overlap.
If you are ever unsure, send the invoice to support@termina.io and we will review it for you.
Your current retailer may contact you with new pricing, a retention offer, after Termina starts a switch. This is a common tactic from retailers.
If you receive any new offers, forward them to support@termina.io.
If the offer is better than your previous rates, we will reset your benchmark and make sure you get those improved prices. We will either match or beat the offer through our network of retailers.
Your benchmark can be reset at any time throughout your relationship with us.
Everything is in your Termina dashboard, including all invoices, energy usage, spend tracking and savings.
Log in anytime at app.termina.io.
Large bills happen occasionally for a few reasons:
Usage readings are taken by your distributor, and invoices are issued based on those readings. Termina manages your pricing and invoicing once savings are identified, but the underlying meter reads and usage data come from the distributor and retailer.
If a bill looks unusually high, send it to support@termina.io. We will review it for accuracy, confirm you are on the best available rates, and contact the retailer or distributor if anything needs correcting.
Keep paying the bill as normal while we review it. If any adjustments are needed, we will coordinate directly with the retailer on your behalf.
No. Termina works alongside retailers, not as one. Our role is to negotiate and secure the most competitive rates on your behalf.
Because we are not a retailer, two things are worth knowing.
Meter reads and invoices. Termina does not 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 resolve it.
Leaving Termina. Retailers do not tell us when you switch away, so if you decide to leave, email support@termina.io directly. That way we stop reviewing your sites and stop invoicing you.
If you have released control of a site, for example a sale of property or a change of account holder, you can transfer ownership or move out directly from your dashboard.
Please tell us at least 10 days before your move-out date so we can coordinate a final read with the retailer and close the account correctly. That way you only receive a final invoice for the period you occupied the site, with no ongoing charges afterwards.
If you are moving to a new location, we can set up a Termina account there too. Any questions, email support@termina.io.
Our help centre has step-by-step articles on billing, meters, the dashboard and energy terminology.
Prefer a human? Contact support or email support@termina.io.