Subscriptions

Cancelling your Bill Hero subscription

Your Bill Hero subscription starts on the day you sign up and complete your annual subscription fee payment. Bill Hero subscriptions will auto-renew on the anniversary of your start date, unless cancelled. We hate sneaky subscription renewals too Bill Hero adopted the annual subscription model because it provides a manageable mechanism to support the continuous bill monitoring and comparison service that Bill Hero provides. However, we're aware that a year can be a long time, and an annual subscription renewal can come as a surprise. We've taken steps to mitigate this: - Your upcoming renewal date is prominently displayed in a dedicated panel in every results email we send to you. This is intended to keep the approaching renewal visible, so you're not surprised when it finally arrives - We also send a dedicated renewal notice email seven days before we initiate a charge for your renewal payment. Cancelling a new subscription under the Savings Guarantee Every Bill Hero annual subscription comes with a money-back Savings Guarantee, which applies to the first bill(s) analysed and compared for you. This means that if you're already on a competitive plan, and Bill Hero cannot find the guaranteed annualised savings for you after analysing and comparing your first bill(s), you can cancel immediately for a full refund. If you're eligible for the Savings Guarantee, your 'below guarantee' results email includes instructions on how to initiate the cancellation. To cancel your subscription and request a refund, simply reply to any Bill Hero correspondence clearly stating your intention to cancel. Bank handling of refunds When a refund occurs very soon after the original payment is made, some banks may process the refund by reversing and deleting the original debit transaction instead of creating a new and separate credit transaction to your account. This can mean that all records of your Bill Hero subscription transaction may simply disappear from your bank statement. After a refund is initiated, funds will typically be credited to your account within 1-2 business days. However, the official advice from our payments platform provider, Stripe.com, is that it can take up to 10 business days for a refund to be fully processed and appear in your account. If you believe something has gone wrong with your refund, please contact our friendly support team at [email protected]. Cancelling an Active subscription Our policy is that cancellation of an Active subscription will take effect at the end of the current subscription period. If you cancel, Bill Hero will continue to monitor, analyse, and compare your bills for the remainder of the current subscription period. However, auto-renewal will be disabled, and the subscription will end at the end of the current subscription period. To cancel your subscription, log in with your personal email address and click the subscription card for the subscription you want to cancel. You'll be invited to leave brief feedback about your experience with Bill Hero. Please take a moment to provide us with some feedback on your way out - your honest feedback is valuable, and helps us improve the service. Cancel your active subscription If you encounter any issues during the cancellation or refund process, please contact us at [email protected]. Our support team is ready to investigate and resolve any concerns you may have.

How do I update my personal email address?

Bill Hero system uses your personal email address to recognise incoming bills uploaded to [email protected], and to auto-generate your Bill Hero email forwarding address. Your email forwarding address is automatically generated, based on your personal email address. For example, if your personal address is [email protected], then Bill Hero will auto-create the address [email protected] to be used for email forwarding. If you change your personal address to something different - eg [email protected] - then there's some potential complexity around retaining the old email forwarding address [email protected] and routing messages to the new personal address. Bill Hero system can support multiple forwarding addresses for each subscriber. Our usual approach is to set up a new forwarding address to match the new personal address - eg [email protected] - while continuing to support the old forwarding address [email protected]. This means that any retailers already using [email protected] can continue to do so, and there's no need to update any energy accounts. When you eventually switch to a new retailer, it's usually best to use the Bill Hero address that matches your personal address, as this is easier to remember. Bill Hero does not yet support self-service updates of personal email addresses, because of the potential complexity in setting up and managing email forwarding addresses. For security reasons, any changes to your registered personal email address will be made via a verified request from the same email address. These measures are in place to protect the integrity of your account and prevent unauthorised changes. If you need to update your personal email address, please contact Bill Hero support at [email protected]. To ensure your account integrity, we can only action your email change request when the request comes from the original email address When the Bill Hero team updates your personal email address, it's likely that this will result in a new forwarding address being created for you. In this situation, Bill Hero will also retain your original forwarding address, so that any retailers already using the original forwarding address, based on your original personal email, can continue to do so, and their messages will still be auto-forwarded to your new personal email address. Additionally, after the update, you will have two valid Bill Hero forwarding addresses (old and newly created), both redirecting seamlessly to your current primary email address. This ensures that communications from retailers remain uninterrupted. Correcting an Incorrect Email Address During Account Setup If an email has been entered incorrectly during account setup, please inform Bill Hero support for correction. Once resolved, your communications and email forwarding features will function without disruptions. Forwarding will operate based on your corrected email, ensuring retailer messages are accurately processed. Note: If you have a common username for your email address, it's possible that a different Bill Hero subscriber might already be using it in their own email forwarding address, which means we cannot make it available for you. In this situation, we usually create a new forwarding address for you using the form [email protected]. For example, if John Peterson uses the email address [email protected], then it's possible that some other Bill Hero user might already be using a [email protected] address, and so might already have been assigned [email protected] as their Bill Hero forwarding address. Bill Hero forwarding addresses must always be unique, so in this situation, we'd set up John Peterson with the address [email protected].

What if I have multiple properties?

Each property / meter requires its own Bill Hero subscription. If you take out two or more subscriptions, you qualify for the Bill Hero referral program. We originally designed this as a gesture of thanks to encourage and reward our subscribers for telling their friends about the Bill hero service. The referral program provides two additional free months of service to both the refer-er and the refer-ee. When you take out two or more Bill Hero subscriptions, you're effectively referring yourself, and you'll get the same reward on each additional property. If you'd like to set up two or more subscriptions, it's easiest for us to set this up for you via the Bill Hero back end, so there's no need to go through the complete signup process multiple times. Each subscription can be for different services such as Electricity, Gas, an Electricity + Gas Bundle, or Business Electricity. Just sign up once for the first property, then contact our friendly support team at [email protected], and we'll do the rest. When contacting support, please include the subscription type you need, your preferred email address, and attach your most recent bills for the additional property.

When does my subscription period start and end?

Your Bill Hero subscription period starts on the day you sign up for the service. The subscription fee is subject to our money-back Savings Guarantee, which means that if we cannot find annualised savings on your first bill(s) greater than the Savings Guarantee, then you can choose to cancel immediately for a full refund. The dollar amount for the Savings Guarantee is always displayed at the point of signup. If Bill Hero system does find annualised savings for you greater than your Savings Guarantee, then your subscription is live, and we'll help you find and switch to a cheaper plan Your subscription will automatically renew on the 12-month anniversary of your sign-up date, unless cancelled. Our system will send you an automated email notification 7 days before each renewal event.

How much does a Bill Hero subscription cost

Bill Hero is not a 'comparison site'. We're a 'Savings Service'. We make this distinction because comparison sites purport to offer a 'free' service to energy consumers, and we don't. How Comparison Sites Work Comparison sites operate by generating commissions from their panel of retailers. The panel is the set of retailers or vendors that the comparison site has commercial relationships with, which dictates whose products they will and will not display. Most comparison sites have panels with only a few retailers, when there are actually about 50 retailers out there competing for your business. Those commercial relationships with the panel members always include commissions paid to the comparison site for any sales they facilitate, and they often will also include bonus payments or higher commission rates associated with sales targets and volume thresholds. It’s also common for those commercial relationships to also include advertising, promotional or positional payments where the retailers will pay addiitonal fees for preferential placement in the comparison site, or for other forms of preferential treatment. There are some important ramifications of this business model: - Comparison sites rely on commissions from energy retailers for their revenue. This means that the retailers are their real customers, and you are not. You're actually the product that their real customers are buying. - Like all businesses, comparison sites need to keep their customers happy in order to safeguard their revenue streams and maintain a viable business. So the primary incentive for any comparison site is to help its real customers, the retailers, to sell as much product as possible. - Which means that comparison sites will only ever show you products from the retailers on their panel, even when there will be other products available and relevant for you, which are better priced and better suited for you. - And comparison sites may also artificially promote particular products and vendors in order to maximise the potential commissions or advertising revenue they can achieve, even if they have a more suitable product for you in their panel. So the simple reality is that comparison sites don’t really 'compare the market', and you or I can’t really use these sites to 'select' the best deal. The truth is that comparison sites only pretend to work for you. Their real customers are the retailers who pay them in order to acquire you as a customer, which makes you the product. How is Bill Hero Different? Bill Hero is not a comparison site. We’re a Savings Service, and we work for you, not for them. Bill Hero does not seek and does not accept any commission payments at all from the retailers whose plans you can compare through our service. All of our revenue is via subscriptions from people just like you, and our only strategy is to keep you happy by providing great service and helping you always stay on the best-priced plans. Unlike comparison sites, which really exist to help sellers sell more, Bill Hero is here to help buyers buy better. That’s why Australia’s premiere consumer advocacy organisation CHOICE has partnered with Bill Hero to offer Bill Hero for CHOICE. We know that ‘Buying better’ can mean a lot of things. We started with an unambiguous focus on dollar savings and have introduced various non-price attributes into our service over time, such as Green ratings and GreenPower. After all, everyone is interested in price, but not to the exclusion of other important things like service, quality, and environmental responsibility. Bill Hero’s mission is to genuinely work to support your interests in finding and buying these kinds of products on your terms, not theirs. We call this Savings as a Service. What does it cost? Bill Hero currently offers 4 subscription types, all of them with a modest annual fee: Subscription type| Annual fee ---|--- Electricity only| $49 Gas only| $49 Electricity + Gas Bundle| $79 Business Electricity| $99 Savings Guarantee We offer our Savings Guarantee to make sure that every subscriber comes out in front. Our Guarantee is that we'll be able to find annualised savings for you greater than the price of the annual subscription, on your very first bill comparison. If we can't, then you can cancel your subscription immediately and get your money back. Bill Hero offers Savings as a Service with a Safety Net.

How does subscription renewal work?

Your Bill Hero subscription will renew on the 12-month anniversary of your subscription start date. Each bill comparison results email that you receive from Bill Hero will also include a panel displaying your renewal date. We'll email you 7 days before the renewal date to make sure it does not come as a surprise. On the renewal date, our payments platform will make a new transaction to renew your subscription at the prevailing price at that time.

What is my Bill Hero email forwarding address?

Your email forwarding address is available in the Bill Hero Subscriber Portal

How do I update my subscription payment details?

Access the portal by clicking on the Account icon in the main menu, or by clicking here: https://portal.billhero.com.au