This answer covers our refunds policy for customers who pay monthly – that’s our Greener Energy plan, Simpler Energy plan and Better Energy plan customers. If you’re on Smart PAYG or Smart PAYG+, take a look at the refunds for PAYG here.
When you sign up to OVO and you agree to pay by Direct Debit, you will be asked to pay one month in advance (please see our Terms and Conditions section 12).
If you’re on our Simpler, Better or Greener Energy plan and build up more credit than our minimum balance and £25 minimum refund threshold, you can ask for a refund. Read on for more details.
What’s a ‘minimum balance’?
Once you’ve signed up, we ask that you keep a ‘minimum balance’ of credit in your account. The amount depends on the time of year:
What’s a ‘minimum refund threshold’?
The ‘minimum refund threshold’ is the minimum amount of credit we’ll refund at any one time.
Why is it more in the winter?
We ask for a higher minimum balance in winter to help you pay for the extra fuel you’re likely to use during the colder months and to make sure your account doesn’t fall into debt. There’s more information about this in the ‘Why is my Direct Debit more in the winter?’ question.
So when can I get a refund again?
If you have credit in excess of the ‘minimum balance’ in your account, plus £25 (the ‘minimum refund threshold’), we’ll happily give you a refund.
In the summer
However, if you had only £80 credit we wouldn’t be able to give you a refund. This is because the amount in excess of your monthly Direct Debit (£10) is below the minimum refund threshold (£25).
In the winter
If you had only £140 credit we wouldn’t be able to give you a refund because it’s less than 2 months’ Direct Debit plus the minimum refund threshold (£25).
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
As long as you’ve requested a refund within 28 days of a statement, we’ll refund any credit in excess of the minimum balance (see above) in your account, plus £25 (the ‘minimum refund threshold’). We’ll pay your refund into your bank account within 7 working days.
How to find your statement date
You can find the date you'll get your next statement really easily. Go into 'My Statements' in My OVO – and here you can find your monthly statement dates, next to previous statements.
Why apply for a refund within 28 days of a statement
We need to get an up to date picture of the energy you’ve been using before we can confirm your refund. Otherwise, we could end up refunding money that you’ll need to pay for you energy in the coming months.
Why give meter readings before requesting a refund
We ask for current meter readings (if you don’t have a smart meter) for the same reason. It’s best to have an accurate picture of your energy account, so we refund the right amount.
Please note, we may also ask you to send photos of your meter – showing the readings – if you apply for refunds that total more than £600 over 3 months.
You don’t need to do anything to claim a refund. Once your new energy supplier has sent us your final meter reading and we’ve sent you our final statement, if your OVO account is in credit, we’ll send a refund straight to the bank account your Direct Debit used to come out of. You should receive it within 7 working days.
Visit My OVO and let us know your final meter readings, details of the person moving into your home, and your new address. If your account is in credit, we’ll get a refund to you within 7 working days.
There are odd occasions where a top up might not reach your meter so you’ll need to request a refund. If you encounter this, just take a photo or scan your top up receipt, With the receipt details clearly shown. Send it in an email to firstname.lastname@example.org along with a short message to let us know exactly what happened and when.
We’ll check your details and get in touch with the next steps and look to arrange a credit on your meter.
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