The legal bits

You can call to request a refund at any time if you have an active account. The following conditions need to be met:

• • Only the financially-responsible OVO customer can request a refund;

• • Refunds will be processed to the nominated account of the customer. OVO Energy will not allow refunds to an account that differs from the original nominated account;

• • Your account must be at least 90 days old with an active Direct Debit payment method;

• • The refund must leave your account with at least one month’s Direct Debit value in credit;

• • There must have been an actual meter read provided in the last 28 days and a statement must have been generated from that reading;

• • In the event you have overpaid, we will credit the amount to your balance. Any refunds will be in accordance with the relevant regulatory rules;

• • Refunds will be processed within 5 business days;

• • In the event that there is a mistaken payment, OVO Energy will investigate within 10 business days and process the refund to your account within 5 business days.