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 9am to 5pm.
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 . This is really important.
Why it can be useful to keep your energy account in credit
We set your monthly Direct Debit at the right amount to cover your expected energy use over the whole year.
Building up credit helps to cover the winter months when energy use can be higher.
If you request a refund, your Direct Debit might need to go up to keep your balance on track.
How do I check my OVO Energy account balance?
To see your account balance, all you need to do is log in to your online account. It’s displayed right there on your home screen.
For more information on your bills and how we work them out, select Billing history from the menu on the left-hand side.
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 do I close my OVO Energy account and get a refund?
If you’re leaving OVO, all you need to do is start your switch to your new supplier. They’ll get in touch to let us know – you don’t need to do anything.
Find out more about what to do if you’re leaving OVO
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.
These nifty meters automatically send readings to your energy supplier. That means that we’ll always know exactly how much energy you’ve used, so your bills are as accurate as can be.
It also tells you exactly how much gas and electricity you’re using, via your In-Home Display (or IHD). This helps you save energy, and more importantly, save money.
Find out more about how to get a smart meter installed for free
Need more help?
More help is on hand for this topic on the OVO Forum. If you don't find the answers you need, feel free to ask a question and one of our forum users can help.
