Getting a refund if you're currently a So Energy customer
Many customers build up credit in their energy account over the summer, as energy use is usually much lower than in winter. If your balance ever drops below what’s needed to cover your energy use, we may ask for a top‑up payment, or adjust your Direct Debit to help bring your account back on track.
We review your Direct Debit payments regularly, aiming for your account balance to be as close as possible to zero after 12 months from the review date.
We can offer refunds to customers with credit in their So Energy accounts. Please note, we may do a Direct Debit review first to make sure you’re paying the right amount. To get a refund we need to check 2 things:
1. Minimum balance
- Seasonal Direct Debit: we need to keep at least one month’s payment in your account. This amount depends on the time of year. Summer payments are between April and September, and winter payments are between October and March.
- Equal Direct Debit: we need to hold at least one month’s payment in summer (March to August), and two months' payment during the colder months (September to February).
You can switch to seasonal payments if you prefer. Find out more in our guide to Seasonal Direct Debit Payments.
2. Up-to-date meter readings
We’ll need your latest readings so we can confirm your balance accurately before processing a refund.
To give us an up-to-date meter reading, please get in touch.
Getting a refund if you've recently renewed with So Energy
If you’ve just renewed, you can ask for any overpayment on your previous tariff agreement to be refunded back to you. We'll need up-to-date meter readings the final statement of your previous tariff agreement.
The amount remaining in your So Energy account after the refund must be at least one month’s (new) payment amount. Please contact us via webchat, phone or email if you believe you've overpaid.
Getting a refund if you've recently left So Energy
We'll process a refund once your account is fully closed. Please don’t cancel your Direct Debit as we'll need to refund you into the same account.
To fully close your account, we need your final meter readings from your new supplier in order to generate the final bill. The meter readings don’t come directly to us from your new supplier so the process usually takes a few weeks.
Once we have the above, and have generated your final bill, we’ll process the refund. In almost every case, you’ll get the refunded amount into the same account you use for Direct Debit within 14 days. Please don’t cancel your Direct Debit as it could delay us in refunding you.