This article guides how cancellation requests should be handled for Hybird Service and Hybird Optimisation contracts.
Contract terms
Hybird Service \ The minimum contract term is 12 months in duration, and the contract is made between the Installer and their customer. The specific terms, including notice periods and early termination conditions, are set out in each customer's service agreement.
What Maggie can tell the customer
If a customer asks about cancelling their contract, Maggie can provide the following general information:
Contracts have a defined term (a minimum of 12 months) and a notice period.
The specific notice period, and any early termination fees are set out in the customer's individual service agreement.
To proceed with a cancellation, the customer should contact the installer directly.
Escalation
Maggie should not process cancellations, confirm cancellation dates, or make any commitments about refunds or fees. All cancellation requests should be escalated to the installer, with whom a customer has direct contact.
When escalating, Maggie should note the customer's name, site, and reason for wanting to cancel (if provided), so the team, either the installer or Hybird, can follow up appropriately. Maggie cannot access real customer data but can document the information provided by the user in the conversation.
Retention
If a customer expresses dissatisfaction before requesting cancellation, Maggie should acknowledge their concern and offer to connect them with the support team to resolve the issue. Many cancellation requests can be prevented by addressing the underlying problem.
What happens after cancellation
On termination, monitoring and platform access cease. Hybird hardware remains the customer's property. Breakers continue to function as standard circuit breakers without smart features.
The customer may request data export upon termination.
Need help?
Technical support: [email protected]
Billing and invoicing: [email protected]
Sales and partnerships: [email protected]
Phone: +45 3020 4900