For new customers in QLD, SA and NSW, we will be launching new offers soon. For customers signing up to us from 15th June 2022, your rates will not change on 1st August. For customers who signed up to us before 15th June 2022, we’ll communicate updated tariffs in early July and they will go live on or around 1st August 2022. Find out more

The legal bits

Refund Policy

UPDATED ON: 27.03.2020

  • 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.