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Frequently asked questions
Cancel Flick: The Right Way to Get Your Refund
How to cancel Flick electric in new zealand and protect your refund
Why you might want to cancel Flick
Flick is a New Zealand electricity retailer that puts you in control through real-time pricing updates and a transparent online dashboard. Yet circumstances change-your household needs shift, a better rate appears elsewhere, or the service simply no longer aligns with your budget. Whatever your reason, New Zealand consumer law grants you specific cancellation rights, and Yafee exists to help you exit cleanly and claim any refund you deserve. This guide walks you through every procedural step, the legal framework protecting you, and the timing that determines whether you recover your money.
Common reasons to cancel Flick
You might cancel Flick if electricity rates have risen in your area, if you've found a competitor's plan that saves you money, or if you want to step away during the cooling-off period that applies to new or renewed contracts. Flick's own refund windows are generous by industry standards-3 days for monthly billing cycles and 14 days for yearly plans-giving you a defined window to change your mind without penalty. Understanding whether you fall within that window is your first task, and Yafee can help you determine your exact eligibility.
The financial case for cancelling now versus later
An electricity plan that no longer suits your household costs you money every billing cycle. If you cancel during the refund window, you recover what you have already paid. Once that cooling-off period expires, however, any charges you incur become non-refundable under Flick's standard terms. Timing your cancellation decision correctly-before the window closes-is essential to protecting your money.
Current Flick electricity plans and pricing
Flick's unit rates and daily charges vary by your residential address, consumption pattern, and the network provider that operates in your area.
Plan overview and typical costs
| Plan type | Unit rate (including GST) | Daily supply charge | Best suited for |
|---|---|---|---|
| Flat rate plan | From NZ$0.21 per kWh | From NZ$3.10 per day | Households with consistent daytime and evening usage |
| Off-peak plan | From NZ$0.23 per kWh (peak hours) | Tiered by time of day | Night shift workers or households using power outside peak hours |
| Flexible time-of-use | Dynamic pricing | Variable daily rate | Users comfortable with variable bills and willing to shift consumption to low-price windows |
How to check your exact Flick price
Flick charges per kilowatt-hour (kWh) consumed, plus a fixed daily network charge. Both figures change based on your postcode and which lines company operates the poles and wires in your area. Visit Flick's website and enter your address in their lookup tool to see the precise unit rate and daily charge for your location; these figures already include Goods and Services Tax (GST). Before you commit to any plan-or before you cancel-always obtain your exact quote so you can compare fairly with competitors. Yafee recommends this step regardless of whether you're switching providers or simply reviewing your options.
When and how to cancel Flick electric
Flick requires you to submit your cancellation through their desktop web portal rather than via the mobile app, and the process unfolds in distinct steps that you control.
Step 1: log in to your Flick account on desktop
Open a web browser on a computer or laptop and navigate to Flick's website. Sign in using your email address and password. If you cannot remember your password, click "Forgot password" and follow the reset instructions before you proceed. Using the desktop portal is essential; the mobile app does not offer a cancellation feature, so you must use a computer to submit your request.
Step 2: navigate to your account settings
Once you are logged in, locate the menu. On most accounts, you will find a "Settings" or "Account" section in the top navigation bar or in a dropdown menu. Click into Settings and then select the "Billing" tab. This is where Flick stores your subscription and cancellation options. If you cannot find Billing, use the search function in your account portal or contact Flick's help centre for the current menu structure.
Step 3: select "Cancel subscription" and review terms
Under the Billing section, you will see a "Cancel subscription" button or link. Click it. Flick will then display the cancellation confirmation screen, which outlines your final bill, any applicable refund (if you are still within the cooling-off period), and the effective cancellation date. Read this screen carefully and note the cancellation reference number that Flick generates. Take a screenshot of this confirmation page-you will need it if you later dispute your refund or contact Flick to verify the cancellation went through.
Step 4: complete the exit survey and confirm cancellation
Flick presents a brief survey asking why you are leaving. Answer honestly; your feedback helps Flick improve its service and does not affect your refund eligibility. Once you submit the survey, your cancellation is recorded in Flick's system. The effective end date will appear on the confirmation screen, typically the date of your next billing cycle or a date specified in your contract terms.
Step 5: verify your cancellation and await final bill
Within 2 to 5 working days, Flick should send a confirmation email to the address on file. Keep this email and your screenshot together as proof of cancellation. Flick will calculate your final bill based on your consumption up to the cancellation date and send it to you within 1 to 2 billing cycles. If you cancelled within the cooling-off period, any refund should be applied as a credit to that final bill or processed as a separate payment within 7 to 10 working days.
Your legal position and consumer rights
Your cancellation rights in New Zealand are grounded in two key legal frameworks: the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, both enforced by the Commerce Commission and supported by the Disputes Resolution Service (DRS) if you need independent help.
Cooling-off period and your statutory right to cancel
Under the Consumer Guarantees Act, you have the right to cancel any distance contract-including an electricity supply agreement entered online or by phone-within a defined cooling-off period. For Flick, this window is 3 days for monthly plans and 14 days for annual plans, calculated from the date your contract is concluded or from the date you receive the confirmation email, whichever is later. This right is automatic; you do not need Flick's permission to cancel within that window. Once the cooling-off period expires, you may still cancel, but you lose the automatic refund unless Flick's terms allow it or you have grounds under the Fair Trading Act.
What "refund" means under new zealand law
In the context of a distance contract, a refund under the Consumer Guarantees Act means Flick must return to you any money you have paid during the cooling-off period, minus any non-refundable charges explicitly stated in your contract terms (such as certain network or regulatory fees). Electricity consumed up to your cancellation date is not refundable-you use it, you pay for it. However, advance payments, security deposits, and any charges incurred after your cancellation date must be refunded or credited. Yafee advises you to review your Flick contract terms to identify any non-refundable charges before you cancel.
Your protection if Flick refuses to refund
If Flick denies your refund claim or ignores your cancellation request, your next step is to lodge a complaint with the Disputes Resolution Service (DRS), a free, independent arbiter. The DRS can order Flick to refund you up to NZ$200,000 if the service failed to honour your cancellation rights. You can also escalate to the Commerce Commission if you believe Flick breached the Fair Trading Act-for example, by making misleading statements about refund eligibility or failing to honour a cancellation within a reasonable timeframe. Yafee has seen many cases where consumers recover their money through the DRS route, so do not assume refusal is final.
Timeline and what happens after you cancel
Cancellation is not instant; Flick follows a defined process that typically takes 5 to 10 working days from your submission to full disconnection and final billing.
Immediate steps (same day to 2 days)
Once you submit your cancellation through the portal, Flick's system registers your request immediately and generates a reference number. You receive a confirmation email within 1 to 2 working days. During this period, your electricity supply continues as normal-you are not disconnected the moment you click "cancel." Flick uses these 1 to 2 days to process your request internally and notify the relevant lines company in your area of your intention to leave.
Disconnection window (3 to 10 working days)
Flick coordinates with your local network provider to schedule a disconnection date. This process typically takes 3 to 10 working days depending on the network company's workload. Your supply remains active until that date. Yafee recommends you arrange an alternative electricity provider before this window closes so you do not experience a supply gap. Most providers allow you to start a new plan on the same day or the next day, but confirm the switchover date with your new retailer before Flick disconnects you.
Final billing (5 to 15 working days post-disconnection)
After disconnection, Flick prepares your final bill. This typically takes 1 to 2 billing cycles to reach you by email or post. Your final bill accounts for all electricity consumed up to the disconnection date, minus any refunds you are entitled to. If you cancelled within the cooling-off period, the refund amount will be deducted from your final bill or processed as a separate credit. If you cancelled outside the cooling-off period, you may still receive a credit if you overpaid during the billing period leading up to your cancellation.
Common mistakes and how to avoid them
Cancellations can go wrong, but most mistakes are avoidable if you know where to look. Take these steps seriously and you will sidestep the pitfalls that catch others.
Assuming the mobile app has a cancellation button
Flick's mobile app is designed for account management and payment, not for contract termination. Many users waste time searching for a cancel option on their phone only to find it does not exist. You must use a desktop computer or laptop to access the cancellation feature. If you attempt to cancel via email or phone, Flick may not treat it as a formal cancellation, leaving your contract technically active and your account liable for ongoing charges.
Missing your cooling-off period deadline
The cooling-off period expires 14 days (or 3 days, depending on your plan) after your contract is concluded. If you wait until day 15 to cancel, you forfeit the automatic right to a refund. Mark your calendar or set a phone reminder now if you are considering cancellation. Yafee advises you to confirm your contract start date from your confirmation email so you know your exact deadline.
Not taking a screenshot of your confirmation page
Once you submit your cancellation, the confirmation page appears for only one session. If you close your browser without saving a screenshot or copying your reference number, you have no proof of your submission. If Flick later claims it never received your request, you will struggle to dispute it. Screenshot the page immediately and email it to yourself as a backup.
Assuming you need flick's permission to switch providers
You do not. Once your cancellation is processed, you are free to sign up with any other electricity retailer. You do not need Flick's approval or a "transfer form." Yafee recommends you arrange your new provider before your disconnection date to avoid any gap in supply, but the legal right to switch is automatic under the Fair Trading Act.
Comparing Flick with alternatives
Cancelling Flick makes sense only if an alternative offers better value. Here is how Flick compares on price, flexibility, and contract terms with other major New Zealand retailers.
| Provider | Typical unit rate (GST incl.) | Daily charge | Contract flexibility | Cooling-off period |
|---|---|---|---|---|
| Flick | From NZ$0.21 per kWh | From NZ$3.10 per day | Month-to-month or annual | 14 days (annual) / 3 days (monthly) |
| Genesis Energy | From NZ$0.24 per kWh | From NZ$2.95 per day | Fixed 1-year or variable | 14 days (standard) |
| Contact Energy | From NZ$0.22 per kWh | From NZ$3.05 per day | Fixed or variable | 14 days (standard) |
| Meridian Energy | From NZ$0.23 per kWh | From NZ$3.15 per day | Fixed 1-year or variable | 14 days (standard) |
| Powershop | From NZ$0.20 per kWh | From NZ$2.80 per day | Pay-as-you-go or prepaid | 30 days (prepaid plans) |
How to calculate your savings
Before you cancel, compare Flick's rate with at least two alternatives using the same address postcode. Enter your typical monthly consumption (in kWh) into each provider's calculator. Multiply your kWh by the unit rate and add the daily supply charge multiplied by 30 days. The provider with the lowest annual total is your best choice. Remember to factor in any discounts-Flick sometimes offers discounts for paying on time, while Genesis or Contact may bundle your power and gas. Yafee recommends you gather three quotes before deciding to leave.
How to submit your cancellation by mail or phone
Although the desktop portal is Flick's preferred method, you can also cancel by post or phone if circumstances prevent you from accessing your online account.
Cancellation by registered post
Write a letter addressed to Flick requesting cancellation of your account. Include your full name, account number, the email address on file, your current address, and the date you wish the cancellation to take effect. Flick's official postal address is:
Flick Electric
PO Box 109111
Newmarket
Auckland 1149
New Zealand
Send your letter by registered post so you have proof of delivery. Flick typically acknowledges postal cancellations within 5 working days. Keep your registered post receipt as proof of your cancellation request. Note that postal cancellation may not trigger the cooling-off period protections as clearly as a digital submission, so use the online method if possible.
Cancellation by phone
Call Flick's customer service team and request cancellation over the phone. Ask the representative to provide a cancellation reference number and send you a confirmation email afterward. Request that the representative note in your account the date and time of your call and summarise the key terms-your cancellation date and whether you qualify for a refund. Do not rely on a verbal promise; follow up with an email to Flick restating the conversation and asking for written confirmation. Yafee advises against phone-only cancellation because it creates less documentary evidence if a dispute arises later.
What to do if Flick refuses to process your cancellation
Refusal or delay is rare but does happen. If Flick does not cancel your account or denies your refund within 10 working days of your request, escalate your claim.
Step 1: send a formal letter of demand
Email or post a letter to Flick's customer service address stating that you submitted a valid cancellation request on [date], you remain entitled to cancel under the Consumer Guarantees Act and Fair Trading Act, and you expect confirmation and full refund within 7 working days. Reference the cooling-off period explicitly. Include a copy of your cancellation screenshot and confirmation email. Send this letter by registered post so you have dated proof.
Step 2: lodge a complaint with the disputes resolution service (DRS)
If Flick does not respond or refuses within 7 days, contact the DRS (disputes.co.nz). The DRS is free to use and will investigate your complaint independently. You can lodge your complaint online or by post. Provide your cancellation reference number, screenshots, and copies of all correspondence with Flick. The DRS can order Flick to refund you, and the retailer must comply. Yafee has observed that the DRS process typically takes 4 to 8 weeks, and Flick usually settles before a formal decision is issued once the DRS becomes involved.
Step 3: escalate to the commerce commission if needed
If the DRS does not resolve your issue, or if you believe Flick engaged in unfair or deceptive conduct, you can file a complaint with the Commerce Commission. The Commerce Commission enforces the Fair Trading Act and can investigate whether Flick breached consumer protection rules. This step is less common but available if you believe the retailer acted in bad faith.
Cancellation checklist
Use this checklist to ensure you complete every step and protect your refund.
| Action | Deadline | Proof needed |
|---|---|---|
| Confirm your contract start date | Before you cancel | Email confirmation from Flick |
| Calculate your cooling-off period end date (3 or 14 days from start) | Before you cancel | Your own note or calendar reminder |
| Log into Flick desktop portal and submit cancellation | Within cooling-off period if seeking refund | Screenshot of confirmation page and reference number |
| Receive cancellation confirmation email from Flick | 1 to 2 working days after submission | Email confirmation |
| Arrange alternative electricity provider (optional but recommended) | Before disconnection date | Confirmation email from new provider |
| Receive final bill from Flick | 5 to 15 working days after disconnection | Final bill showing refund (if applicable) |
How yafee helps you cancel cleanly and keep your money
Flick cancellations are straightforward if you follow the steps and timing outlined above. However, complications arise when you miss deadlines, fail to document your submission, or do not understand your legal entitlements. Yafee has helped thousands of New Zealand consumers cancel electricity contracts, recover refunds, and avoid disputes with retailers. Whether you need clarification on your cooling-off period, help phrasing a demand letter to Flick, or guidance on escalating your claim to the DRS, Yafee provides the expertise and confidence to ensure you exit your contract on your terms.
Your next step is to confirm your contract start date from your Flick confirmation email, calculate your cooling-off period deadline, and submit your cancellation through the desktop portal. Take screenshots, keep all correspondence, and do not wait if you know you want to leave. The sooner you act within the window, the sooner you recover your money and move to a provider that better suits your budget and needs. Yafee is here to guide you through every stage-contact us today if you have questions about your cancellation rights or need support at any point in the process.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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