Your rights as a customer

In the deregulated Texas market you may freely choose who supplies your electricity, with no effect on the quality or continuity of your service. The utility that owns the lines (TDSP: CenterPoint, Oncor, AEP Texas, TNMP) stays the same.

With AhorrosEnergy you exercise that right through us: we arrange your service with a licensed provider and you keep one fixed monthly payment. You can leave at any time, with no term and no cancellation fee.

Before you sign up you have the right to receive, free of charge and in writing:

• Our Plan Facts Sheet — price, what is included and the terms that apply
• Our Terms and Conditions
• This document
• On request, the Electricity Facts Label (EFL), Terms of Service and Your Rights as a Customer of the provider that serves your address

All of them are available in Spanish and English.

New residential customers in Texas may cancel a provider contract within 3 federal business days of receiving it in writing, with no penalty (right of rescission).

With AhorrosEnergy there is no term and no cancellation fee, so you may cancel at any time, not only during those 3 days. Write to support@ahorrosenergy.com or call (833) 420-0998.

Service may not be denied because of race, color, sex, nationality, religion, marital status, source of income, disability, geographic location within the service area, or any other basis prohibited by law. We do not ask for a Social Security number to serve you.

When a provider requires a deposit, it may not exceed the average bill of the peak months, it must earn interest and it must be refunded after 12 months of on-time payments or when service ends with no balance due.

With AhorrosEnergy the deposit is $0.

If you have trouble paying, PUCT rule 25.480 lets you request a deferred payment plan in cases such as extreme weather alerts, certified medical emergencies, unemployment or military deployment, among others.

Contact us before your due date: we will review your case and look for a payment arrangement before applying any late fee or suspension.

Your service may NOT be disconnected:

• On a federal holiday or the day before
• On weekends (except the following Monday)
• When the forecast for your area is 100°F or higher, or 32°F or lower
• While you dispute a bill in good faith
• Without prior written notice of at least 10 days

Before any suspension for non-payment we notify you and give you the chance to bring your account current.

If someone in your home has a medical condition that requires continuous electricity (oxygen, dialysis, etc.), you may register as a Critical Care or Chronic Condition Residential Customer. You receive additional notice before any disconnection and extra protection during weather emergencies. Ask us for the form and we will help you file it with your utility.

You may dispute any charge. While the dispute is open, service may not be disconnected for the disputed amount. The steps:

• Contact us first: support@ahorrosenergy.com or (833) 420-0998
• If it is not resolved, contact the PUCT: 1-888-782-8477 or puc.texas.gov
• For formal complaints: customer@puc.texas.gov

Your personal information and your usage data are protected. They may not be shared with third parties for marketing without your express consent. See our Privacy Policy for how we handle your data.

You may check the performance of any Texas provider at powertochoose.org, the official PUCT site, including complaints and regulatory compliance.

• PUCT Customer Protection Division: 1-888-782-8477 · puc.texas.gov · customer@puc.texas.gov
• Low-Income Home Energy Assistance Program (LIHEAP): tdhca.state.tx.us
• AhorrosEnergy: support@ahorrosenergy.com · (833) 420-0998 · WhatsApp (713) 518-4417 · support in Spanish and English