1. back

Frequently Asked Questions

Rate, invoice and annual statement

What’s on my annual statement?

In February 2024, you will receive the annual statement for 2023. This statement is divided into fixed and variable costs. The final costs are determined based on your actual energy consumption, which we have determined by taking meter readings.

My annual statement does not seem to be correct.

If you suspect that your annual statement is incorrect, you can contact Vaanster.

When will I receive my annual statement?


You will receive the annual statement for 2023 by email in February 2024.

Why is there a higher amount stated in the VAT calculation on the advance invoice than I pay?

First, we calculate your advance payment based on the actual rate of 2023. We use an average consumption in Gigajoules for this calculation. VAT is then calculated on this amount, which is the VAT amount you see on the advance invoice. VAT is calculated on the entire amount without a price cap, as regulated by the Government.

Then, we reduce the advance payment amount by the discount from the price cap. The price cap is exempt from VAT. This lower amount is what you see as the amount to be paid on the invoice.

What is my current tariff?

If you log in to "my account" through the vaanster site you will find an overview of the variable tariff and fixed tariffs under the heading ‘My tariffs’.  

Link to my personal account.

Can I adjust my advance payment amount myself?

Yes, you can. In your personal account, you can adjust your advance payment amount under the section "my invoices." However, this adjustment is within a certain range because the advance payment amount must be sufficient to cover the fixed costs.

Click here to go to your personal account and log in to update the details. Click on "create account" if you are visiting the page for the first time.

What is my monthly advance bill made up of?

The advance bill is not based on actual costs. Ultimately, everything is settled via the annual statement. You can adjust the advance payment amount yourself via your personal account. The personal tariffs also include the tariffs on which the advance payment amount is based.

Can I request a payment arrangement?

Sometimes you need a little breathing space, and it can be helpful to arrange a payment plan, for example, for an annual bill. We understand that. If the invoice has not yet expired, this can be arranged through your personal account. Check your invoices and click on the icon next to the invoice line to set up the installments for a payment plan.Sometimes you need some space and it can be nice to agree on a payment schedule for an annual statement, for example. We understand that. If the invoice is not yet due, this can be arranged through the personal account. View your invoices and click on the icon next to the invoice line and set the terms for a payment arrangement.

My monthly direct debit payment has failed.

Through your personal account, you can check which invoices are outstanding. Always make sure that the automatic direct debit option is activated. If not, you can adjust this directly on your personal page.

Click here to log in to your personal account.

If the monthly direct debit has failed for any reason, please contact Vaanster's customer service to discuss how this can be resolved.

What happens if I don’t pay my bill?

If a bill remains unpaid, we will first send a reminder to settle the invoice. If the invoice still hasn't been paid after that, we will send a formal notice. If the bill remains unpaid even after the formal notice, then a notice of default will follow.