Cancellation service #1 in New Zealand
Dear Sir or Madam,
I hereby notify you of my decision to terminate the contract relating to the Mercury service.
This notification constitutes a firm, clear and unequivocal intention to cancel the contract, effective at the earliest possible date or in accordance with the applicable contractual period.
Please take all necessary measures to:
– cease all billing from the effective date of cancellation;
– confirm in writing the proper processing of this request;
– and, if applicable, send me the final statement or balance confirmation.
This cancellation is addressed to you by certified e-mail. The sending, timestamping and content integrity are established, making it a probative document meeting electronic proof requirements. You therefore have all the necessary elements to proceed with regular processing of this cancellation, in accordance with applicable principles regarding written notification and contractual freedom.
In accordance with personal data protection rules, I also request:
– deletion of all my data not necessary for your legal or accounting obligations;
– closure of any associated personal account;
– and confirmation of actual data deletion according to applicable privacy rights.
I retain a complete copy of this notification as well as proof of sending.
Cancel Mercury: Easy Method
What is Mercury
Overview
Mercury is a New Zealand energy and telecommunications provider offering electricity, gas (including LPG via Elgas), broadband and mobile services.
The company supplies retail energy plans and some bundled mobile/broadband offers across New Zealand, with online account management for many customers.
Services you might have
Common services include electricity plans (open-term and fixed-term), LPG cylinder supply through Elgas, and mobile broadband plans with bundled offers.
Mercury also provides customer support and a Consumer Care policy to handle complaints and enquiries.
How to cancel Mercury
Primary requirement
To cancel a Mercury power or gas service you must contact Mercury directly; cancellation is not possible via the website or app.
For details see Mercury’s official support pages for cancelling services.
Step-by-step cancellation steps
- Contact Mercury by phone or through their official support channels to request cancellation. Cancel my Mercury service
- Provide your account number, service address and identity so they can locate your account.
- Arrange a final meter reading if requested; provide an actual reading to avoid an estimated final bill.
- If you use LPG (Elgas), arrange cylinder removal with the supplier as part of the cancellation process.
- Register with your new provider within two weeks to avoid disconnection or supply interruption.
- Ask about early termination fees if you are within a contract period and note any cooling-off or guarantee terms for mobile services.
What happens when you cancel
Access and final billing
After you request cancellation Mercury will prepare a final bill which may be based on an actual or estimated meter reading.
Providing an accurate final meter reading helps ensure the final bill and any refund are correct.
Service handover and equipment
If you move providers, supply should generally transfer when the new provider registers the change; you should register with a new provider within two weeks to avoid disconnection.
For LPG, Elgas will remove cylinders; for mobile or broadband, return any rented equipment per Mercury instructions.
Will I get a refund?
Refund policy
If your account is in credit Mercury may issue a refund of remaining funds once the final bill is calculated.
SmoothPay customers may also be eligible for refunds after account reconciliation.
Timing, exceptions and fees
- Refunds are processed three times weekly and typically arrive within 2 - 3 working days after processing.
- Refunds are not processed during the Christmas pause (24 December to 5 January); the final cutoff for requests is 8:45am on 24 December.
- After two free refunds in a year, additional refunds incur a NZD 7.50 processing fee.
- If the last bill was estimated, providing an actual meter reading can enable recalculation and possibly increase your refund.
- For full details see Mercury’s refund guidance: Requesting a refund
Mercury plans and pricing
Summary of common plans
Below are examples of Mercury’s advertised electricity and mobile plans. Prices include GST where stated.
Mobile plans sometimes include promotional free months when bundled with another Mercury service.
Pricing table
| Plan | Price | Period | Features |
|---|---|---|---|
| Everyday Low (Electricity - open term) | NZ$0.241/kWh | per kWh | No fixed term, price certainty with online account management |
| EV Plus (Electricity - Time-of-Use) | Night: NZ$0.185/kWh; Day: NZ$0.241/kWh | per kWh | Special EV charging rates, smart meter required |
| Open Term Electricity (example Auckland address, 2024) | NZ$0.1909/kWh | per kWh | Open term anywhere rate, example estimation for Auckland |
| 1‑Year Fixed Electricity (example Auckland address, 2024) | NZ$0.2304/kWh | per kWh | 1‑year fixed rate, includes signing credit offers |
| Rollover Data Mobile Plan - 1.25 GB | NZ$19/month (after 3 months free bundle offer) | per month | 1.25 GB data, 250 minutes, rollover data up to 12 months, hotspotting |
| Endless+ Mobile Plan - 5 GB | NZ$39/month (after 3 months free bundle offer) | per month | Endless data with speeds reducing after 5 GB, unlimited texts & minutes, hotspotting |
Your consumer rights in New Zealand
Consumer Guarantees and expectations
Under the Consumer Guarantees Act goods and services must be of acceptable quality and fit for purpose.
If you receive defective goods (for example an empty LPG cylinder), this may breach consumer guarantees and you can seek remedy.
Dispute resolution and escalation
- If Mercury cannot resolve a complaint you can seek independent support from Utilities Disputes (electricity/gas).
- For telecommunications complaints (internet/mobile) you can contact the Telecommunications Dispute Resolution (TDR) scheme.
- Mercury sets out its Consumer Care commitments on its support pages: Mercury Consumer Care & Support
Customer experiences
Positive feedback
Some customers report excellent broadband and mobile performance and are satisfied when services run smoothly.
Positive reviews highlight reliable service and easy setup in favourable cases.
Negative feedback and common complaints
- Many reviewers report long customer service wait times (often 1 - 2 hours) and slow or unresponsive chat functions.
- Billing issues are commonly reported: unexpected high bills, estimated final readings, delayed or misdelivered invoices, and charges continuing after cancellation.
- Some customers describe misleading door‑to‑door sales experiences and opaque contract terms.
Documentation checklist
What to prepare before you call
- Account number and service address (from bills or online account).
- Proof of identity (name and contact details) to verify account ownership.
- Final actual meter reading if possible to avoid an estimated final bill.
Other useful documents
- Details from your new provider (to confirm transfer timing).
- Any contract or term documents showing fixed‑term end dates and termination fees.
- LPG cylinder identifiers or rental information if Elgas cylinders need collection.
Common mistakes
Not providing a final meter reading
Customers often assume Mercury will automatically use an accurate final reading.
If you don’t provide one, Mercury may estimate, which can lead to higher final bills or delayed refunds.
Failing to register a new provider and other pitfalls
Not registering with a new supplier within two weeks can risk disconnection or service delays.
Other mistakes include expecting online cancellation, not checking for early termination fees, and overlooking refund processing windows (such as the Christmas pause).
Comparative recap
Quick feature comparison
| Feature | Mercury - key points | Tip / What to watch for |
|---|---|---|
| Ease of cancellation | Must contact Mercury directly; no online or app cancellation option. | Call early and have account details ready; expect possible hold times. |
| Refunds | Credits refunded; processed three times weekly; Christmas processing pause applies. | Provide actual meter readings and lodge refund requests early to avoid delays and fees. |
| Customer service | Mixed reviews: good service when smooth, long wait times commonly reported. | Use written notes of conversations and escalation options if calls or chats are slow. |
| Pricing | Competitive open-term and fixed electricity rates; mobile plans include bundled promotions. | Compare region and meter type rates; check eligibility for mobile bundle offers. |
| Dispute resolution | Mercury has a Consumer Care policy; independent schemes available (Utilities Disputes, TDR). | Escalate unresolved issues to the appropriate independent body if needed. |
After cancelling
Confirmations and follow-up
Keep the cancellation confirmation, final bill and any refund transaction records for your files.
Check your bank or payment method for refunds within the stated processing times.
Helpful links
- Mercury - Cancel my Mercury service
- Mercury - Requesting a refund
- Mercury - Mobile Network Guarantee
- Mercury - Consumer Care & Support
- Utilities Disputes (electricity/gas)
- Telecommunications Dispute Resolution (TDR)
Address
Primary mailing address
PO Box 90399, Auckland 1142, New Zealand
Alternative correspondence note
Mercury also lists an alternative Private Bag in Tauranga; verify the correct postal address for your query on Mercury’s official pages.
Similar cancellation services
FAQ
Important warning regarding service limitations
In the interest of transparency and prevention, it is essential to recall the inherent limitations of any dematerialized sending service, even when timestamped, tracked and certified. Guarantees relate to sending and technical proof, but never to the recipient's behavior, diligence or decisions.
Please note, Postclic cannot:
- guarantee that the recipient receives, opens or becomes aware of your e-mail.
- guarantee that the recipient processes, accepts or executes your request.
- guarantee the accuracy or completeness of content written by the user.
- guarantee the validity of an incorrect or outdated address.
- prevent the recipient from contesting the legal scope of the mail.