Frequently asked questions

When you first sign up with Vaanster, we estimate your heating and/or hot water consumption. Each month, you pay an advance based on your estimated annual usage. At the end of the year, we calculate your actual consumption and costs. If the initial estimate was too low or if you used more heat, you might have to pay extra.

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If you are unable to pay your annual statement in one go, you can request a payment plan from us. Email us at incasso@vaanster.nl and let us know how many months you'd like to spread the payments over. Please note that your monthly advance payments will still be required. Once we receive your request for a payment plan, we will process it and send you a confirmation with further details.

Please be aware that your annual statement does not necessarily correspond to a specific calendar year (January to December). Typically, the statement covers a period of 12 months, which may span two different years. As a result, different rates may apply for the entire period due to changes in government levies or the installation of a new meter. You will see this rate breakdown reflected in your annual statement.

Unlike before, we now send you an annual statement without including a new advance payment amount for the new period. 

Determining your new advance payment amount and charging these advances marks the start of a new period. For the new period, we reassess your annual usage based on the previous year's data and/or your home's size. Therefore, the annual statement does not yet include the new monthly advance payment amount.

 

At Vaanster, you always pay one month in advance. For example, in January you pay for February, in February you pay for March, and so on.

Your annual statement includes the billing for the past period. In the beginning of the new year, we'll calculate and bill the new advance payments for the upcoming period. Please note that the January advance payment is not part of your annual statement. The invoice specifies the period covered by your annual statement.

You will receive your annual statement via email in the first quarter of the new year. It will detail your consumption and the associated costs. You can always access your annual statement on Mijn Vaanster.

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

Send an email to klantenservice@vaanster.nl. Include your address and customer number, and explain why you believe the annual statement may be incorrect. We will review your email and get back to you as soon as possible. The payment deadline for the annual statement remains valid unless we explicitly state otherwise. Please keep this in mind.

Your annual statement shows your consumption, the associated costs, what you’ve already paid, and the amount you either owe or will be refunded. The costs on the annual statement are divided into fixed and variable costs. Your actual consumption is based on the recorded meter readings. If you’ve underpaid because your usage was higher than anticipated, you’ll need to pay the difference. If you’ve used less than expected, you’ll get a refund. This will be settled with your next advance invoice. If you still have credit remaining after this, we’ll refund it at the end of the month.