Terms & Conditions

For your convenience, documentation of the following summary of key Terms and Conditions can be found on the reverse side of every delivery ticket or billing statement you receive from Superior Plus Energy Services. If you have any questions related to billing, credit or terms of service, we invite you to reach out to your local Customer Service Center during regular business hours.

Automatic Delivery

Automatic delivery does not guarantee that you will not run out of fuel if consumption or other conditions change without notice to Superior Plus Energy Services. Please notify our offices immediately of any fuel usage pattern change in your home or building (examples including, but are not limited to, changes to home comfort equipment, for example, your heater, boiler or thermostats, roof or insulation changes, additions or finished basements, long-term increase or decrease in number of people or time spent in your property). Do not leave your home or building unattended during freezing weather. if you leave the property subject to the terms of this Agreement during the heating season or if your property is not continuously occupied (e.g., a vacation home), it is your sole responsibility to have a third party check the property on a regular basis or otherwise monitor the property in some fashion to be ensure that the heat has remained on.  Superior will not be responsible for any losses caused by your failure to have the property adequately monitored during your absence.  Automatic delivery will be suspended if your account becomes delinquent. We will attempt to reach you prior to your delivery due date to notify you of the suspension.

Superior Plus requires that any automatic delivery customer wishing to terminate their account must do so in a written format in one of the following manners:

  • Certified mail sent to: Superior Plus Energy Services, 1870 S. Winton Road, Rochester NY 14618.  The date of the request will be considered to start on the day the certified letter was signed for by Superior Plus Energy Services. Email the request to: accountcancellation@superiorplusenergy.com
    The effective date will be considered to start on the day the email was sent. Your email must include your account number and full billing address, including phone number.
  • Fax the request to: 866-357-4558.  The effective date will be considered to start on the day the fax was sent. Your fax must include your account number and full billing address, including phone number.

Telephone cancellation requests will no longer be accepted and the account will not be considered terminated until a written request is received by Superior Plus Energy Services.

Invoices and Statements

Terms: Payments for deliveries and services are due within 30 days after the initial delivery, unless otherwise specified in writing.  Payment terms may be changed if your account becomes delinquent and must be communicated to you in writing.

Late Payment Fee: A late payment fee, when assessed, will be applied on the invoiced amount not paid within terms. The late payment fee is computed at a periodic rate of 1.5% per month or .0493 daily and is applied to the past due balance. When a late payment fee is imposed, the minimum charge is $0.50.

Returned checks: A $40.00 charge will be assessed for each returned check.

Easy Pay Budget Plans

Superior will estimate Customer's annual heating fuel usage and divide that amount into 11 equal monthly installments. If Customer's actual consumption is higher than estimated, Customer’s monthly payments will increase. Upon completion of the 11 months, Customer must pay any balance due based on your actual usage over the past 11 months.

Summary of Billing Rights in Case of Errors or Questions Regarding Your Bill

If you wish to dispute a bill or if you require more information or documentation about a transaction on your bill, write to us on a separate sheet of paper and mail it to the dispute address noted on the front of your document. We must hear from you no later than sixty (60) days after the first bill containing the disputed amount was sent to you. You may telephone us to resolve the dispute; however, doing so will not preserve your rights.

Your letter of dispute must include your name, address, account number, and a description of the billing error.

Our goal is to acknowledge your letter within thirty (30) days, unless we have corrected the error by then. Generally, within ninety (90) days, we will either correct the error or explain why we believe the bill was correct.

After we receive your letter, we will not attempt to collect any amount you dispute, or report you as delinquent. During our investigation of your complaint, we will continue to bill you for the amount you question, including service charges, and apply any unpaid amount against your credit limit. You are not required to pay any disputed amount while we are investigating, but you are still obligated to pay the portion of the bill that is not in dispute.

If we find that the mistake was ours, you will not have to pay any late fees related to the disputed amount. If it is determined that there was no mistake made, you may have to pay late fees, and you will be required to make immediate payment of the disputed amount within the original terms.

If you fail to pay the amount in dispute, we may report you as delinquent. If our explanation of the disputed amount does not satisfy you, you must inform us in writing within 10 days of our notification. If we report you to a collection agency, we must notify the agency that the amount is disputed and we must tell you the name of the agency.

Disputes about the quality of goods and services are not "billing errors", so this dispute procedure does not apply.

When you provide a check as payment, you authorize us either to use information from your check to make a one-time electronic fund transfer from your account or to process the payment as a check transaction. When we use information from your check to make an electronic fund transfer, funds may be withdrawn from your account as soon as the same day we receive your payment, and you will not receive your check back from your financial institution.