You may use more/less energy depending on the time of the year, so you’re likely to see your account balance in debt over winter and in credit the summer, but if you’re paying via a fixed Direct Debit this should even out across the year. This means that even though your account balance may be in credit, you may not be entitled to a refund.

We review how much you are paying every 6 months to ensure that your payments reflect your energy usage, making sure that there is no unexpected large credit/debit on your account. If your usage is higher or lower than expected, then we may revise your Direct Debit payment according, but we will confirm with you before doing this.

If you believe that you're entitled to a refund please see our Refund Policy.

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