Cancel Nova: Easy Method

What is Nova

Nova (Nova Energy) is a New Zealand energy and telecommunications provider offering electricity, gas, broadband and mobile plans. It operates retail services across the country and publishes customer terms, a refund policy and a customer care policy on its website.

The company combines energy retailing with broadband and mobile services under the Nova brand, with a range of monthly, no‑contract broadband and mobile plans available for consumers.

Core services

Nova provides electricity and gas retailing in addition to broadband (fibre) and mobile plans. Service features and speeds vary by plan.

Where to find official information

Official terms, the refund policy and the customer care policy are available on Nova’s website. For refunds and customer care guidance see Nova’s terms pages.

How to cancel Nova

Primary cancellation methods

• Log in to your Nova online account and look for account closure or service termination options where available.
• Contact Nova customer service by phone or email to request cancellation and to confirm the required steps for your service type.
• Send a written termination notice to Nova’s postal cancellation address: PO Box 404, Whakatane 3158, New Zealand.

Step-by-step cancellation checklist

• Prepare account details: account number, full name, service address and contact phone/email.
• Request a final meter read (for energy) or final service stop date (for broadband/mobile) and confirm the stop date in writing.
• Ask how to return any supplied equipment (modem, router, set‑top box, SIM) and record any return deadlines or fees.
• Request written confirmation of the cancellation and a final bill or statement showing any credit or balance owing.
• If you want a refund of any credit, include a request for refund with bank details and reference Nova’s refund policy.

What happens when you cancel

Service stop and final billing

When you cancel Nova will arrange a service stop date and a final bill based on a final meter read or service usage to that date.

Final bills may include outstanding charges, any applied credits, or fees for unreturned equipment where applicable.

Access, accounts and data

Your online account access may remain for a short period after final billing to allow you to download invoices and records.

Any personal data retained will be handled under Nova’s privacy policy and legal retention obligations; request copies if needed before closure.

Will I get a refund?

Nova’s refund policy - overview

Refunds of account credit are discretionary and issued on a case‑by‑case basis by Nova Energy.

Refunds are typically processed by direct credit and are considered after final billing when you leave Nova.

Key conditions and exceptions

• Nova may assess factors such as upcoming bills, whether the credit arose from an error or estimation, and your payment history.
• Approved refunds are typically paid by direct credit, usually within three working days if the request is received and approved before Wednesday to be processed that same week.
• After two refunds in a 12‑month period, subsequent refunds may incur a NZ$7.50 administration fee (effective 1 September 2022).
• Refunds are discretionary and subject to Nova’s approval and administrative constraints. See Nova’s refund policy for full details: Nova refund policy.

Nova plans and pricing

Overview of common plans (2024 - 2025)

The table below lists typical Nova broadband and mobile monthly plans and advertised features for New Zealand consumers during 2024 - 2025.

Pricing details

Your consumer rights in New Zealand

Regulatory alignment

Nova’s Customer Care Policy (effective 31 July 2025) states alignment with the Electricity Authority’s Consumer Care Obligations, the Gas Industry Company’s Consumer Care Guidelines, and the NZ Telecommunications Forum guidance.

This indicates Nova commits to standard consumer protections that apply to essential services in New Zealand.

Dispute and escalation options

• If you cannot resolve an issue with Nova, you may escalate to relevant external dispute resolution schemes for energy or telecommunications.
• Keep written records of your communications, cancellation requests and any final bills to support a dispute or complaint.
• See Nova’s customer care policy for further detail: Nova customer care policy.

Customer experiences

Positive feedback

Some customers report long periods of satisfactory service and loyalty, noting years with no issues.

Positive reviews often mention competitive pricing on broadband and mobile plans for value‑minded customers.

Common complaints

• Frequent negative feedback centres on poor customer service: long hold times, missed calls/emails and poor communication.
• Complaints include connectivity problems (especially broadband/Wi‑Fi), billing disputes, unexpected charges and difficulties when moving address.
• Meter app inaccuracies and unresolved issues over months are also reported in some reviews.

Documentation checklist

Essential documents to prepare

• Account number and account holder full name.
• Service address and contact phone and email.
• Photographic ID (if requested for identity verification).
• Final meter read or requested appointment date for final read (energy customers).

Optional but helpful records

• Copies of recent bills and proof of payment for the billing period around cancellation.
• Equipment serial numbers and records of return postage or drop‑off receipts.
• Written cancellation confirmation from Nova and any refund correspondence.

Common mistakes

Not requesting a final meter read

Failing to request or arrange a final meter read can lead to estimated final bills and delays resolving balances or refunds.

Always request a formal final read and confirm the stop date in writing to avoid disputes about usage.

Not keeping written confirmation

Relying solely on verbal confirmation or phone calls can make disputes harder to resolve later.

Ask for written confirmation of cancellation, final bill details and any refund promises, and keep copies.

Comparative recap

At a glance comparison

After cancelling

Immediate next steps

Keep the cancellation confirmation and final bill for your records, and note any refund timeline given by Nova.

Return any Nova equipment by the agreed method and keep proof of return to avoid replacement charges.

Where to get help

• Nova refund policy: https://www.novaenergy.co.nz/terms-and-conditions/refund-policy/
• Nova customer care policy: https://www.novaenergy.co.nz/terms-and-conditions/customer-care-policy
• If unresolved, escalate via the relevant industry dispute resolution body for energy or telecommunications; keep records of all communications.

Address

Primary postal address for cancellations

PO Box 404

Whakatane 3158

Usage of this address

This postal address is cited in Nova’s mobile customer terms as the primary address for notices, including termination correspondence.

If you send a written cancellation, include your account number, full name, service address, requested stop date and a contact phone/email. Keep a copy of your posted notice and proof of postage.