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Refunds

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.

Related FAQs

Moving home

If you’re a home mover OVO can help by making your life as easy as possible!

Payments

Find out everything you need to know about Direct Debits – and every other way to pay.

Using your OVO online account

Discover all about My OVO and how to use your account.

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 7 working days. If you let us know in advance, we can also refund you by cheque, which will take 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.

Related FAQs

Payments

Find out everything you need to know about Direct Debits – and every other way to pay.

Energy bill breakdown

Discover the different elements that make up your energy bill.

Debt and energy assistance

Find out ‘what’ to do and ‘where’ to get support when you can’t pay your bills.

Annual statements

Discover what they are – and why we send them.

Winter Fuel Allowance

Discover what it is, how to claim it – and lots of other helpful stuff.

Energy bills explained

Find out how to read your OVO energy bill – and what all the different bits mean.

OVO Interest Reward

OVO Interest Reward is where we pay you interest on your credit balances.

The Warm Home Discount (WHD)

Find out what it is, how you get it – and everything in between.

Cold Weather Payments

Find out what they are, how you qualify – and everything else you need to know.

Statement history

Find out how to get a copy of your statement – and how to ‘go paperless’.

Feed-in-tariffs

From what they are and how to apply, to everything else you need to know.

Need help filling in your FIT form?

No problem. Help is right here!

Direct Debit reviews explained

Everything you need to know about Direct Debit reviews.

Setting up and editing your Direct Debit

See how you can set up your new direct debit or edit your existing details.

How do Direct Debits work?

See how we calculate your Direct Debit amount and why it might change over the course of your contract.

O​VO​ Energy Ltd, registered office 1 Rivergate Temple Quay Bristol, BS1 6ED, company no. 06890795 registered in England and Wales, VAT No. 100119879

Additional terms and conditions
Please see below for full terms and conditions on 33% renewable electricity, 3-5% interest rewards, exit fees and saving claims.

 

1Monthly cost - Representative monthly direct debit costs based on a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas) paying in advance by direct debit, including online discount.  All rates correct as of 20/3/2018, but may go up or down.

2Weekly cost - Representative weekly costs based on a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas).  All rates correct as of 22/11/2017, but may go up or down.

3Pay Monthly Savings claims: Saving based on the estimated annual cost of Simpler tariff for a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas) paying monthly in advance by direct debit, including online discount. Comparisons made against the average of the Big 6 standard variable tariffs with equivalent features. All rates correct as of 20/3/2018.“The Big 6” are British Gas, Scottish Power, SSE, Npower, E.ON and EDF.

4Pay As You Go Savings are based on the average estimated annual costs for new PAYG OVO customers quoted through the OVO website (based on household and/or consumption information provided by those customers), compared to their current supplier and tariff. Comparisons taken between 01/01/2016 and 11/10/16. Incl VAT. Actual savings may vary according to your current supplier or tariff, individual tariff options, household information, consumption and location. 

We include almost twice as much renewable electricity as the national average: At least 33% of electricity in all of our tariffs comes from renewable sources. The national average, according to Ofgem as at March 2014 was 16.7%. For more information please visit this page.

33% of your electricity comes from renewable sources: 33% renewable electricity as standard as of 1st April 2015. Renewable electricity is generated from wind, solar, geothermal, wave, tidal, hydro, biomass, landfill gas, sewage treatment plant gas and biogas.

OVO Interest Rewards: Interest Rewards are paid on credit balances of customers paying by monthly Direct Debit. It is calculated at 3% in your first year, 4% in your second year and 5% in your third year (and every year thereafter) if you pay by Direct Debit. Interest Rewards are paid monthly based on the number of days you’re in credit and the amount left in your account after you’ve paid your bill. Full terms apply: https://www.ovoenergy.com/terms

95% of new customers save when switching to OVO: Savings based on the average estimated annual costs for all new OVO customers quoted through the OVO website, compared to their current supplier and tariff. Comparisons taken between 01/05/2016 and 11/10/16. Incl VAT.

94% of surveyed customers would recommend us: OVO conducted a survey of their customers in between 1st January 2016 and 15th April 2016. Out of 15,312 customers who responded, over 94% rated OVO 6+ when asked 'how likely would you be to recommend us to a friend and family, on a scale of 1 to 10.

uSwitch's Energy Supplier of the Year 2017: OVO energy was voted and awarded  'Energy Supplier of the year' and best for: Overall Customer Satisfaction, Most Likely to be Recommended, Value for Money, Best Deal for You, Customer Service, Billing Services, Energy Efficiency, Meter Services, Online Services, Green Services and Transfer Process. OVO Energy scored a 96% customer satisfaction score.

* EV - Everywhere, full terms and conditions: https://www.ovoenergy.com/ev-everywhere/terms

* OVO SolarStore (Beta), full terms and conditions: https://www.ovoenergy.com/ovo-solar-store/terms

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