Cancel Energie the easy way

Overview

Energie operates consumer-facing services that include Energie Fitness clubs and Energie Genie smart energy software. Energie Genie supplies a smart optimisation service for home renewables, and Energie Fitness sells gym memberships with member management and commitment periods.

Services covered

Energie Genie offers a self-learning smart software service to automate Solar PV, battery storage, EV charging and heat pumps. Energie Fitness offers club memberships with online member management and a 14-day cooling-off right for off-premises or online signups.

Company facts

Website - step by step

1. Open your Energie account and sign in to the members area.
2. Find "Manage My Membership" and select cancel or terminate membership.
3. Follow on-screen prompts and confirm cancellation.
4. Save or screenshot the confirmation page and retain confirmation email.

Return equipment - step by step (Energie Genie)

1. Wait for or request the pre-paid return envelope from Energie Genie if required by the terms.
2. Package the device securely and use the pre-paid envelope or the return label supplied.
3. Send the package and keep the tracking number; the service will be terminated on receipt as per terms.
4. Keep evidence of posting until final confirmation from Energie Genie.

Post - step by step

1. Write a registered letter stating: full name, account number, membership start date, request to cancel, and desired cancellation date.
2. Send to Energie, Crown Way, CF14 3UZ Cardiff, United Kingdom by registered post.
3. Keep proof of posting and delivery receipt; allow 14 days for handling and refund processing where applicable.

Phone - step by step

1. Locate the support phone number in your membership documents; if not available, use contact channels on the relevant Energie site.
2. Call and state your account details and the request to cancel.
3. Ask for a cancellation reference and email confirmation; if not received, follow up in writing and keep a log of call date and time.

Email / contact form - step by step

1. Use the Energie contact form or the email address supplied in account correspondence.
2. Send a clear message with your name, account number, membership details and explicit statement "Cancel my membership immediately" and desired effective date.
3. Keep sent message and any reply; convert to registered post if no response within 7 days.

Moving / Moving

Energie Fitness accepts cancellation during a commitment period when you permanently move more than 15 miles from the nearest club. Required proof: a utility bill or official document showing the new permanent address and proof of move. This is based on Energie Fitness terms.

Price increase

If Energie increases a contractual price during a fixed commitment period and your contract allows exit for price rises, you may cancel. Check your specific contract for price rise escape clauses. If you paid by credit card and the supplier failed to perform, consider Section 75 remedies under the Consumer Credit Act where applicable.

Death of subscriber

Contracts can be ended if the subscriber dies. Required proof: death certificate and proof of authority from estate representative. Provide these to Energie in writing by post or email where available.

Legitimate grounds accepted by Energie Fitness

Energie Fitness accepts legitimate grounds to cancel during the commitment period: relocation more than 15 miles (utility bill), long-term illness or injury over 3 months with a written doctor opinion, or breach of contract by Energie Fitness. Required proof: relocation documents, medical letter, or evidence of breach. Applicable UK law: Consumer Rights Act 2015 for service performance obligations.

End of commitment

At the end of your minimum contract you may give notice. Energie Fitness states you can end your membership after your commitment period or within the last 30 days of your commitment by giving notice via the provided channels.

Cooling-off (14 days)

For contracts concluded online or away from premises you have a 14-day cooling-off period from the day after the contract is entered into. If you cancel within this period and you have not used the club, Energie will reimburse fees paid. If you used the service during the cooling-off period, you lose the full refund right but may be charged for services provided. Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Also see Citizens Advice - cancelling a service and Which - Consumer Contracts Regulations.

Before cancelling: negotiate

Research does not report specific retention discounts publicly offered by Energie. If you want to keep service, call support and ask for: a temporary membership freeze, reduced monthly rate, or transfer to a rolling monthly tariff after commitment. When negotiating, state the cheaper competitor price you found and request a written offer. If no offer is made, proceed with cancellation and collect evidence of refusal.

What cancellation saves you

Energie Genie Smart Software Service: £9.99 per month. Calculation: 9.99 x 12 = £119.88 per year. ev.energy SOLAR alternative: £5.00 per month or annual £50.00. Calculation monthly route: 5.00 x 12 = £60.00 per year; annual direct price = £50.00 per year. Savings example switching from Energie Genie annual to ev.energy SOLAR annual: £119.88 - £50.00 = £69.88 saved per year. Energie Genie states typical annual savings for a customer are £450+ a year. The UK energy price cap for a typical dual-fuel household paying by Direct Debit from 1 July 2026 is £1,663 per year. Use these figures when comparing total household costs.

Key UK consumer law

Relevant laws: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 - 14-day cooling-off rights; Consumer Rights Act 2015 - services must be performed with reasonable care and skill; Digital Markets, Competition and Consumers Act 2024 - grants cancellation rights for initial and renewal cooling-off periods. Regulator: Citizens Advice and the Competition and Markets Authority for unfair subscription terms.

How to escalate

If Energie refuses lawful cancellation or refund, complain to Energie in writing first. If unresolved, contact Citizens Advice for guidance and then escalate to the Energy Ombudsman for energy disputes or the relevant sector ombudsman. For qualifying card payments, consider Section 75 or a card chargeback through your card issuer. The CMA treats hard-to-cancel subscriptions and unclear auto-renewal as potentially unfair conduct.

Keep confirmation and evidence

Save the confirmation email or screenshot and any registered post receipts. These prove the cancellation date and required notice was given.

Final billing and refunds

If you cancelled within a statutory cooling-off period and did not use the service, refunds are due and should be processed within 14 days. For Energie Genie equipment, return using the pre-paid envelope and keep the tracking number. Energie Genie terms state unsatisfactory service termination may not yield a refund for fees paid for service already provided.

Account access and data

Request confirmation about what account data Energie will retain and how to access final invoices. If you want data deleted, send a written request citing data protection rights; keep a copy of your request.

Re-activation

If you later want to rejoin, check whether a new joining fee or a new 12-month minimum contract applies. Energie Fitness terms note joining fees may be non-refundable except under cooling-off or in the event of breach by the club.

Before you cancel, collect the items below and follow the checklist exactly.

• Account details: account number, registered email, membership start date.
• Proof of identity: passport or driving licence if requested.
• Proof of reason if cancelling for relocation: utility bill showing new address or tenancy agreement.
• Medical proof if cancelling for long-term illness: doctor letter stating condition and expected duration over 3 months.
• Use the website cancellation first and save the confirmation email or screenshot.
• If sending post, use registered mail and keep the delivery receipt.
• If returning Energie Genie equipment, obtain and keep the tracking number for the pre-paid envelope.
• If you paid by credit card and need to dispute a refusal, gather bank statements and communications before contacting your card issuer for Section 75 or chargeback.