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Find out how to get one if your balance is too high.

Can I get a refund if there’s credit on my OVO account?

Possibly. Let’s take a look at the three different scenarios – switching away, moving home, or staying with OVO.

If you’re switching to a different energy company

You don’t need to do anything to claim a refund. Once your new energy supplier has sent us your final meter readings and we’ve sent you our final statement, we’ll refund the money straight into the bank account your Direct Debit used to come out of (if you’re still in credit). You should get it within 14 working days from final statement. 

If you’re moving to a new home

Visit My OVO and let us know your final meter readings and your new address. If your account is in credit, we’ll get a refund to you within 14 working days of your final statement.

If you’re staying with OVO and have extra credit in your account

You can ask for a refund if your balance is £25 – or more – higher than one month’s Direct Debit. 

Here’s an example where we WILL refund you:

  • Your monthly Direct Debit is £50.
  • Your account balance is £80 in credit.
  • The excess is £30.
  • We could refund you £30.

And an example where we WON’T:

  • Your monthly Direct Debit is £50.
  • Your account balance is £60 in credit.
  • The excess is £10.

We won’t refund you anything, as your excess is less than £25.

How do I apply for a refund?

It’s best to apply for a refund when you’ve recently received a statement that’s based on accurate meter readings – not estimates. 
Getting a refund in 4 easy steps:

  • Take a look in My OVO to see when your next statement is due – find help to log in here.  
  • If you don’t have a smart meter, give a new meter reading a day before your statement is due. We’ll need a reading for gas and electricity if you’re on a dual fuel contract.
  • Wait for your statement and check your balance to see if your account is in credit. Thanks to those readings, it should be really accurate.
  • Request your refund in My OVO.

As long as you’ve met the criteria listed at the top of this page, we’ll pay your refund into your bank account within 5 working days. If you let us know in advance, we can also refund you by cheque, which will take 7 - 10 working days to process. 

How do I check my balance?

It’s really easy – just log into My OVO.

How do I close my OVO account and get a refund?

You’ll need to begin switching to another energy company and they’ll let us know you’re leaving. Once you’ve switched, we’ll then send you a final statement within 6 weeks. If you’re due a refund after we’ve sent your final statement, we’ll pay it into your bank account within 14 working days.


If you need more help

More help is on hand for this topic on the OVO Forum. And if you don't find the answers you need, feel free to ask a question and one of our forum users can help.

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