Frequently asked questions

Sometimes bills can pile up and it can be hard to keep track of everything. The organisation Geldfit offers free and anonymous support with your financial situation, with no strings attached. Through Geldfit, you can find out which financial arrangements are available to you, whether you're eligible for an energy allowance, and which organisations near you can help. You decide if and when you reach out.

Visit geldfit.nl/energie for more information.

Your rate consists of a fixed component and a variable component. The fixed rate is charged regardless of your consumption, such as the connection fee. The variable rate depends on how much heat you actually use. The rates that apply to you are set out in your supply agreement, which outlines the pricing terms we are committed to.

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If an invoice is not paid, we will first send a reminder to encourage payment. If the invoice remains unpaid after this, we will issue a formal demand for payment. If the invoice is still unpaid afterward, a notice of default will follow.

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You will receive your first advance invoice approximately one month after registering with Vaanster. All Vaanster customers receive a monthly advance invoice, as is customary for energy consumption. We always bill one month in advance. 

You can check which invoices are outstanding through your personal account. Always first verify if the direct debit option is activated. If it is not, you can adjust this directly in your 'Mijn Vaanster' account.

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

Sometimes you need a bit of extra time, and it can be helpful to arrange a payment plan for, for example, an annual invoice. We understand that. If the invoice has not yet become overdue, you can set up a payment plan through your personal account. Review your invoices, click on the icon next to the invoice line, and set up the payment terms for a payment arrangement.

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The advance invoice is based on estimated costs. Ultimately, everything will be reconciled through the annual statement. You can also adjust the advance payment amount yourself through My Vaanster.

Yes, you can. In your personal account, under the "My Invoices" section, you can adjust your advance payment amount. This is within a certain margin because the advance payment must be sufficient to cover the fixed costs.

Click here to go to 'My Vaanster' and log in to update your details. Click here to create an account if you are visiting the page for the first time. Having trouble? Then send an email to klantenservice@vaanster.nl.

If you log in to 'my account' via the Vaanster site, you will find an overview of the variable rate and the fixed rates under the heading 'My Rates.' Link to my personal account.

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Often, the terms 'gas-free' or 'zero on the meter' are also mentioned. These terms can sometimes cause confusion about the costs. What do they actually mean?

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The rates we use are defined by the Heat Act, which sets the rates for each product every year. The specific rates for your home were sent to you by email in December and can also be found on 'My Vaanster.' Once logged in, go to 'Overview' and then 'Documents' to view your rate sheet.

For the new year, we estimate your annual consumption based on the previous year and/or the size of your home. If you believe your advance payment amount is incorrect, you can adjust it yourself on 'My Vaanster.' Go to 'My Details,' then 'My Contracts,' and adjust your advance payment amount.

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The fixed rate is a set annual amount for your connection to the Vaanster Energy network, including maintenance and service. It covers various fixed costs, such as the connection, heating/cooling, delivery unit, and meter readings.

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The variable rate depends on various factors and is measured by your energy meter. In the Netherlands, this rate can change throughout the year based on market conditions. Unlike a fixed rate, which remains constant throughout the contract period, the variable rate can be adjusted once or twice a year, depending on various factors in the energy market.

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