How to get a refund when your account is in credit

If you’re moving home

If there’s credit left in your energy account once you’ve paid your final bill, we’ll automatically refund it to you. It’ll take a maximum of 10 working days after your final statement.

Find out how to set up a new account with OVO at your new home.

If you’re switching to a different energy company

Once you send us your final meter readings, we’ll send you a final statement. If you have credit in your account, we’ll automatically refund this to you. You don’t need to do anything.

The money will go into the bank account your Direct Debit came from. You should get it within 10 working days of your final statement.

If you’re in credit

You can ask for a refund at any time if your balance is in credit with at least a month’s Direct Debit amount.

How to apply for a refund

The minimum refund amount you can request is £5. There are a few things that need to be checked before we can issue a refund

• You need to have enough credit in your energy account to cover one month’s Direct Debit payment.

• You need to have had your energy account with us for at least 90 days.

• We need to have received at least 2 Direct Debit payments from the bank account we're refunding to.

• You can’t have any other refund requests pending.

• You need to have submitted a meter reading (for all fuels on the account) in the last 28 days. If you have a smart meter, the reading should be submitted automatically.

How to apply for a refund: if all the above apply to your energy account, you can request a refund through the Bills section on your online account. 

You can also call us on 0330 303 5063, Monday to Friday, 8am to 6pm.

Useful to know It’s important you have all the info, then you can decide what’s best for you.

• If you request a refund online, sometimes we need to confirm this over the phone to make sure you have the details of how it’ll affect your energy account.

• Getting a refund might mean your Direct Debit payments increase, once your account has less credit in it.

If you’ve got a traditional (non-smart) meter and you’re requesting a refund of more than £599, please send photos that clearly show the meter reading and meter serial number to [email protected]. This is really important.

Why it can be useful to keep your energy account in credit

Your monthly Direct Debit is set to cover the cost of the energy your home is predicted to use. It should help you avoid having any debt balance long term.

It’s recommended you keep any credit that’s built up over the summer in your energy account. Then it’s ready to use in winter when your home is using more energy. But you can request a refund at any time in your online account in line with our refund policy, in our app, or over the phone.

Remember: requesting a refund could mean your Direct Debit payments increase.

How do I check my account balance?

To see your account balance, all you need to do is log in to your online account. Your balance is displayed on your home screen. You’ll be able to see if it’s in credit or not. 

Find out more about how your account balance works

How do I know if I’ve paid for more energy than I’ve used?

Your latest bill or statement will tell you how much energy your home’s used this month, and how much it cost. You’ll be able to see if your account is in credit. 

If there’s credit leftover in your energy account, it’ll roll over to next month, and count towards your next bill.

How to get financial support

If you’re worried about your Direct Debit payments or you can’t afford them, please speak to our team. We can make sure you get financial support that’s tailored to you and your situation. There are many options, and support is available for anyone who needs it. Find out more using our online tool or talk to our team.

Make sure your bills are always accurate with a smart meter

The best way to make sure you’re always being charged the right amount is to get a smart meter. 

Smart meters automatically send readings to us. That means that we’ll always know exactly how much energy you’ve used, and your bills should be accurate. 

They also let you track exactly how much gas and electricity your home’s using, via your In-Home Display (or IHD) or the OVO app. This helps you to see where you can reduce how much energy your home uses, which could save you money.

Find out more about how to get a smart meter installed for free.

Need more help?

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