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Refund policy

  1. When setting Direct Debits or issuing refunds, our main aim is to help you avoid getting behind on your energy bills. Sometimes we may suggest you keep a certain amount of money in your account but it is just a suggestion. It is your money.
  2. When you sign up to Ovo, you agree to pay by Direct Debit, one month in advance (please see our Terms and Conditions, paragraph 6.1). This means making sure that you always have a balance equal to at least one month’s Direct Debit available on your account.
  3. During the winter we recommend keeping the equivalent of two months Direct Debit on your account to ensure your balance remains positive over the colder months.
  4. We can only issue a refund if you have an active Direct Debit in place. Before a refund is issued, we’ll check the latest Direct Debit payment has gone through, just to make sure.
  5. If you’d like a refund and you have a balance greater than your monthly Direct Debit amount, we’ll happily approve this as long as you’ve supplied actual meter readings. This is to make sure your account is showing the correct balance and isn’t based on estimated readings.
  6. We’ll happily approve a refund if the amount is over £25.00, however if you later get behind, we’ll probably ask you to increase your Direct Debit. If your account is closed, we will of course refund any credit balance. Please contact us to arrange this.
  7. If your refund is over £600, we’ll ask you to send photographs of the meter showing your readings.
  8. If you’re leaving Ovo, we need to have received the final details for both gas and electricity, and have sent a final statement for both supplies, before issuing a refund. If you’re moving away from the property, we also need details of the new occupier, or the details of the landlord, estate agent or letting agent.
  9. If everything runs to plan, the refund will be with you up to 10 working days from your original request (unless you have been advised otherwise).
  10. The refund will be sent to the bank account linked to the Direct Debit. If you’d like to make other arrangements, please let us know during the refund process.
  11. If your refund hasn’t been approved, we’ll get in touch to let you know why and keep you updated with all the information you need.