Withdrawal and cancellation

Withdraw from a contract

If you want to withdraw from your order or your subscription, you can do it here while the deadline is running. You do not need to log in or give a reason. When you press Confirm withdrawal, you get a receipt by e-mail with what you sent and the time. The withdrawal is in time if you send it before the deadline expires.

You can also withdraw from your profile in GridZeno under Your orders, write to kontakt@gridzeno.dk or use the standard form at the bottom of the page. It counts in the same way. If you press Withdraw from a contract in your order confirmation, your name, your e-mail and the order number are filled in in advance.

If you withdraw from the purchase of a dongle

When buying online, a consumer generally has 14 days to notify the seller that they are withdrawing from the purchase. For a physical item, the deadline normally runs from receipt. After the notification you generally have a further 14 days to send the item back. Simply not collecting a parcel is not enough.

If the parcel has not been sent yet, we cancel the order immediately, and you get an e-mail about it. The amount is only reserved, so we release the reservation, and nothing is charged. If your GridZeno account was created with the order and you have not used it for anything else, we delete it too, and the subscription is never started.

If the parcel has been sent, you get an e-mail with a return label from PostNord as a PDF and instructions. You put the label on the parcel and hand it in at PostNord. It goes to a parcel locker at our shop. Kan-El pays the return shipping, both within the 14 statutory days and throughout the right of return below.

We refund the money to the card you paid with no later than 14 days after you have withdrawn. However, we may wait until we have received the dongle back, or until you have shown us that it has been sent, for example with the receipt from PostNord, whichever happens first. When the money has been sent, you get an e-mail with the credit note attached. You get the original shipping cost back if you withdraw within the 14 statutory days from receipt.

100 days' free right of return on top of the law

In addition to the 14 days, we give you 100 days from the day you activate the dongle, to send it back and get your money back for it and for the accessories you bought with it. If you do not activate the dongle within 30 days after we have sent it, the 100 days run from day 30. You need neither give a reason nor pay a fee, and we pay the return shipping. After day 14 we refund the dongle and the accessories, but not the subscription months you have used or the shipping you paid when you ordered. The reason is simple: in two weeks you cannot know whether GridZeno is worth the money for your particular system. That requires you to have seen your own figures through both grey and sunny weather and some real price swings.

It is a voluntary offer from us, not a restatement of the law, and so a few conditions apply to it after day 14: the dongle must be returned complete and without damage beyond normal signs of use from having been fitted in an inverter. The installation itself is not damage. You are meant to try it. The right of return covers the hardware. The subscription is a service with its own 14-day right of withdrawal, see below.

When you return the dongle, the subscription stops immediately, and no further payments are charged. If it is less than 14 days since the subscription started, you also get back the money for the days of the month you have not used. Otherwise the current month is not refunded.

If you withdraw from a subscription

The subscription starts when your dongle is connected to your system, and you can withdraw from it for 14 days from that day. This is never shorter than the statutory deadline, which runs from the order. If the subscription has not started yet, we stop it before anything is charged.

When you connect the dongle, you ask us to start the subscription immediately. If you withdraw within the 14 days, you therefore pay for the days you have had it, including today. You get the rest of the month you have paid for refunded to your card, and you get a credit note.

You can withdraw from the subscription only and keep the dongle. Your account then continues on the free Light plan. After the 14 days, the subscription can be cancelled but not withdrawn from.

Cancelling an ongoing subscription

Smart and Pro have a minimum term of 1 month from the start of the subscription. Light is free. The subscription starts when your dongle is connected to your system. After that it can be cancelled at any time with effect from the end of the month you have paid for. There is no separate notice period on top. Cancellation stops a subscription from then on. It is something different from withdrawing from the original agreement.

You cancel it yourself under Subscription in GridZeno, in the web app or the app on your phone, by choosing Light. You see straight away the date the subscription stops, and you get it confirmed by e-mail. You can also write to us, and we will cancel for you and confirm the date.

You have to send the e-mail yourself. Ask for a confirmation and the end date.

Standard withdrawal form

You can also withdraw with the statutory standard form, sent by e-mail or letter. You do not need it if you use the withdrawal function above.