How to claim a refund when your account is in credit

If there’s credit left in your account once you’ve paid your final bill, we’ll automatically refund it to you. It’ll take a maximum of 14 working days after your final statement.

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

Once we have 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 comes from. You should get it within 10 working days of your final statement.

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

It’s best to apply for a refund when you’ve recently received a statement that’s based on accurate meter readings – not estimates. 

Before you apply for a refund, follow these 4 steps:

• Take a look in your online OVO account to see when your next statement is due 

• If you don’t have a smart meter, give a new meter reading a day before your statement is due (both gas and electricity if you’re on a dual fuel tariff)

• Once your statement has arrived, check your account balance – the meter readings should make sure that it’s really accurate

• If there's at least on month of your Direct Debit amount, you can ask for a refund in your online account

Go to the Payments page, then scroll down to where it says Refunds. Here, you’ll find a button to click that says Apply for a refund.

You need to have an active Direct Debit to get a refund. If you let us know in advance, we can also refund you by cheque. We'll pay your refund into your bank account within 10 working days. 

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.

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

Your latest statement will tell you how much energy you’ve used this month, and how much we charged you for it. 

If there’s a positive balance in your account, it’ll roll over to next month, and count towards your next bill. At the end of your contract with OVO, you’ll get a refund if there’s any money left in your account. 

Remember, you can change your Direct Debit at any time (but you can’t change it to below the minimum amount). Find out more about how to edit your Direct Debit payments. 

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

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

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.