If we can’t answer your question, you don’t pay for it.

When you get what you paid for

Everything we sell is digital and delivered over the internet. Nothing is posted, so there is no shipping, no delivery charge and nothing to return.

Free Quick Scan

Free, and shown on screen straight away. There is nothing to pay and nothing to refund.

A paid comparison

Delivered usually within two minutes of payment, on screen and by email. The report opens on a private link and a PDF copy goes to the email address you gave us. Some plans carry conditions only your household can confirm, so we may ask you a question or two while the search runs; answer or not, the report still arrives, and it says which plans were left out and why.

A watch plan

Starts with the same comparison, on the same timing. The repeat checks then run on the schedule set out on the pricing page for the year you have paid for, and you hear from us when there is something worth looking at.

If a run cannot finish, we re-run it. If we still cannot deliver your comparison within one business day, we refund you in full and tell you why, whether or not you have written to us.

When we refund you

We refund in full, without you having to ask, when:

• we cannot produce a recommendation for your household, for example because your address turns out to be outside the Energex area of South East Queensland;
• your bill cannot be read after a retry and there is no other way to build your profile;
• a technical failure on our side means your comparison is not delivered within one business day.

We also refund a duplicate charge, or a charge taken after you cancelled, in full. Tell us about one: a double charge is caught by hand rather than automatically, so we would rather hear it from you than have you wait for us to notice. We check the payment record and refund it the same day.

Beyond that, if you have bought a comparison and you think it is wrong, write to us within 30 days of the purchase and tell us why. If the report is wrong, we fix it or refund you.

What we do not refund:

• a correct comparison whose answer you did not like, such as finding that you are already on a good deal. That is a real result and it took the same work as any other;
• a comparison that is wrong because the bill or the answers you gave us were not yours or were not accurate; or
• the part of a watch plan you have already used, once we have delivered the checks for it. See cancelling, below.

None of those is an automatic no. Write to us and we will look at what happened, and we would rather settle a complaint than win an argument. They are simply not refunds you can require, and we would rather say so plainly than imply otherwise. Your rights under the Australian Consumer Law apply whatever this policy says.

Cancelling a watch plan

No lock-in. Cancel any time from your report page: nothing more is charged, and we keep checking until the end of the year you've paid for. No exit fee, and no phone call to get out of it.

• How. Use the cancel link on your report page, or email hello@myenergyagent.au and ask. Either works, and we confirm it in writing.
• What stops. The yearly charge. Nothing further is taken from your card.
• What carries on. The checks you have already paid for, until the end of that year. You keep every report we have already sent you.
• Cancelling within 14 days. If you cancel a new Energy Watch or Always On plan within 14 days of the first charge and we have not yet delivered your first comparison, you get a full refund. If we have delivered it, we refund the difference between what you paid and the A$9.99 price of a one-off Check My Plan check.
• Your data. Bills and usage data are deleted 30 days after a plan ends, or sooner if you ask. See the privacy policy.

The upgrade credit

If you add Energy Watch within a year of a Check My Plan check, the A$9.99 you already paid comes off the first year, so the first year costs A$19.01 and it is A$29 a year after that. The credit applies once, to the first year only, and it is shown at checkout before you pay.

Price changes

A watch plan renews at the price you last agreed unless we tell you otherwise. If a renewal price changes, we email you at least 30 days beforehand and you can cancel before it applies. We will never take a higher amount than the one you agreed at checkout without that notice.

How to ask for a refund

Email hello@myenergyagent.au from the address you used to buy, and tell us what happened. You do not need a form, an order number or a reason written a particular way. We answer within one business day.

Approved refunds go back to the card or payment method you paid with, in Australian dollars (AUD), usually within two business days at our end. Your bank may take another five to ten business days to show it. We cannot refund to a different card or to someone else.

If you think a charge is wrong, please write to us before asking your bank to reverse it. A chargeback takes weeks and locks the money up while it runs; an email to us usually settles it the same day.

Your rights under Australian law

This policy sits on top of the Australian Consumer Law, and takes nothing away from it. Our services come with guarantees that cannot be excluded: you are entitled to a replacement or refund for a major failure, and to have a service put right if it is not of acceptable quality. The full position is in our terms of service.