When does the 14-day cooling-off period start?

For goods, it usually starts the day after you receive your item. For services or digital services, it generally starts the day after you agree to the contract. Exact timings can vary by contract type—please check your order confirmation and terms.

How do I cancel within the 14-day cooling-off period?

Send us a written request (email or web form) within 14 days of the start date. Include your name, order or account number, and a clear statement that you’d like to cancel. We’ll confirm receipt and guide you through the next steps.

Will I be charged if I cancel during the cooling-off period?

If you cancel within 14 days, early-termination fees should not apply. If you asked us to begin providing a service during the cooling-off period, you may be charged a proportionate amount for the service used up to the cancellation date.

How long do refunds take?

Once your cancellation is processed, refunds are typically issued within 14 days using your original payment method. If items must be returned, the refund period may begin after we receive them in good condition.

Does the cooling-off period apply to business customers?

Cooling-off rights mainly apply to consumers (residential customers). Business-to-business contracts may have different rules. Please review your contract or contact our team for guidance.

Are there any exceptions?

Common exclusions include bespoke or personalised goods, perishable items, and services that have been fully performed at your request during the cooling-off period. Check your order terms for any exceptions relevant to you.

What’s the best way to contact you?

Use the contact details in your order confirmation for the quickest response, or reach our support team via the contact page on our website. Please have your order or account number ready so we can help quickly.

Can I still cancel after 14 days?

Cooling-off rights usually end after the 14-day period. You may still be able to cancel under our standard policy or applicable laws, but different terms and charges may apply. Contact us and we’ll explain your options.

Your 14-Day Cooling-Off Period in the UK

Q: What is the 14-day cooling-off period?

A cooling-off period is a minimum 14-day window that typically allows UK consumers to change their mind and cancel certain contracts made online, by phone, or off-premises. It gives you time to review the terms and decide if the product or service is right for you.

A clear, practical guide to cancelling within 14 days, what it means for energy contracts and switching suppliers, and how EnergyPlus can help.

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What is the 14-Day Cooling-Off Period?

The 14-day cooling-off period is a legal window that generally allows UK consumers to cancel certain contracts made online, over the phone, or off-premises. For most consumer energy switches, you can change your mind within 14 calendar days of agreeing the contract without paying an exit fee. If any service has already started, you may need to pay for the energy used during that time.

This page explains how the cooling-off period works for energy contracts and switching, what to expect when cancelling, and the simple steps to follow to stay protected.

Households (Domestic Customers)

Domestic customers typically have a 14-day cooling-off right when they agree a new energy deal at distance (online or by phone) or off-premises. Suppliers usually schedule your switch to align with this period. If the supply starts within 14 days at your request, you can still cancel, but you’ll pay for any energy already used.

Businesses and Microbusinesses

Cooling-off rights for businesses can vary. Some microbusiness energy contracts include a cooling-off period, but this depends on the supplier and contract terms. If you’re a microbusiness, always check the principal terms and your order confirmation to see if a cancellation window applies, and when it starts.

How to Cancel Within 14 Days

Follow these steps to cancel cleanly and keep a clear paper trail:

Check your confirmation email or welcome pack for the contract start date and supplier contact details.
Notify your supplier in writing (email or online form is best) that you are cancelling within your 14-day cooling-off period. Include your full name, address, account or quote reference, and the date you agreed the contract.
Keep a copy of your message and any acknowledgement from the supplier.
If the switch has already completed, ask the supplier to cancel and confirm what happens next (for example, moving you back to your previous supplier or agreeing a different plan).
Provide a meter reading if asked, so usage can be accurately billed.

Cooling-Off Timeline: What to Expect

Day 0

You agree your new contract (online, by phone, or off-premises). Your 14-day cooling-off period begins.

Day 1–14

You can cancel for any reason. If supply has started at your request, you’ll pay only for the energy used up to cancellation.

If the Switch Completes

Suppliers must still honour your 14-day cooling-off rights for domestic switches. If you cancel after the switch, the supplier will explain the next steps, which may include placing you back with your previous supplier or agreeing a different plan. You should not be charged an early exit fee for cancelling within the 14-day period.

Billing & Refunds

Expect a final bill for any energy used and standing charges incurred before cancellation. Any upfront payments or credits are typically adjusted on your final statement.

Key Points at a Glance

Cooling-off applies to most consumer contracts agreed at distance or off-premises. For energy, this commonly includes domestic switches arranged online or by phone.
The period is 14 calendar days from the day you agree the contract (or receive contract documents, depending on the scenario).
If you requested an earlier supply start, you may be billed for energy used up to the point you cancel, but exit fees should not apply within the cooling-off window.
Microbusiness contracts may have protections, but terms vary — always check your order confirmation and supplier terms.
Keep written records of your cancellation request and any supplier responses.

When Cooling-Off May Not Apply

Some contracts made on-premises (e.g., signed at your business location) or bespoke business energy deals may not include a statutory cooling-off right. Always read your contract terms and supplier documentation to confirm whether a cancellation window applies and when it starts.

How EnergyPlus Helps

Our advisors make switching straightforward and compliant. We explain your terms in plain English, confirm cooling-off timelines, and manage supplier communications if you decide not to proceed. If you’re unsure whether cooling-off applies to your contract, we’ll review your paperwork and outline your options quickly.

Clear, impartial guidance on your contract and rights
Support with cancellations within the cooling-off window
Accurate meter reads and billing guidance for a clean exit
New quotes across trusted UK suppliers if you wish to compare again

FAQs: 14-Day Cooling-Off for Energy

Does the 14-day period start when I sign or when my supply starts?

It typically starts when you agree the contract (for example, when you submit an online order or confirm by phone). Your confirmation email or welcome pack should state the exact cooling-off dates.

Will I pay anything if I cancel?

Within the 14-day period, you should not pay an early exit fee. If supply has already started at your request, you may be billed for energy used and any standing charges up to the cancellation date.

What if my switch already completed?

Contact the new supplier immediately to cancel within the cooling-off window. They will explain the process and next steps for your account. Keep all communications in writing.

Do businesses get a 14-day cooling-off right?

Business energy contracts can differ. Some microbusiness contracts include a cooling-off period, but this depends on the supplier and how/where the contract was agreed. Check your principal terms and confirmation documents.

How do I cancel in writing?

Use the supplier’s email or online cancellation form and include your full name, address, account or quote reference, and a clear statement that you are cancelling within the 14-day cooling-off period. Ask for written confirmation.

Important: This page provides general information about UK cooling-off rights and energy switching. Always check your specific contract terms and supplier communications. If you need independent advice, contact Citizens Advice or your supplier directly.

Request a Call Back

Have a question about cancelling or not sure if your contract has a cooling-off period? Our UK-based team can help.

Why Choose EnergyPlus?

UK-based advisors with energy market expertise
Clear explanations of your contract and rights
Fast support if you decide to cancel within 14 days
Competitive quotes from trusted UK suppliers

Need help cancelling within 14 days?

Speak to our friendly team for clear guidance, contract checks, and next-step support. We’ll make sure you know your options and avoid unnecessary charges.