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

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

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.