Refund Policy


It’s normal for you to have credit in your So Energy account over the Summer period as most people use a lot less than in the Winter months. If you do go into arrears at any point, we may ask you for a top up payment or increase your Direct Debit payments.

We review your Direct Debit payments half way through the year so your So Energy account balance should be as close to zero as possible at the end of your contract. We will refund any excess credit or request the outstanding balance from your Direct Debit account.

Getting a refund if you are currently a So Energy customer

We can offer refunds to customers with excess credit in their So Energy accounts. The following conditions should be met:
  • We have a £30 minimum refund threshold
  • We must have up to date meter readings for us to accurately confirm the balance of the So Energy account. If the refund is greater than £500, we will also need a photo of the meter sent to help@so.energy.
  • If you pay equal Direct Debit payments each month, the amount left in the So Energy account after the refund is at least one month’s payment amount in the late Spring/early Summer months (March-August), and two months at other times of the year (September-February).
  • If you pay seasonal adjusted Direct Debit payments, the amount left in the So Energy account after the refund is at least one month’s payment amount. One month's payment amount will be the Summer payment for a refund request made between April and September, and the Winter payment between October and March.
Once we have the above, we’ll process the refund and, in almost every case, you’ll have the money refunded into the same account you use for your Direct Debit within 7 days.

Getting a refund if you have recently left So Energy

We will action a refund once your account is fully closed, please don’t cancel your Direct Debit as we will need to refund you into this same account.

To fully close an account, we need your final meter readings from your new supplier in order to generate the final bill. The meter readings don’t come direct to us from your new supplier so the process can take a few weeks in some cases.

Once we have the above, and have generated your final bill, we’ll process the refund and, in almost every case, you’ll have the money refunded into the same account you use for Direct Debit within 7 days. As above, please don’t cancel the Direct Debit as it may delay us in refunding you.


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