Refund on your Account

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If you’ve built up credit, you may be eligible for a refund. This guide explains our refund process, including key requirements and how to request one. Before applying, make sure your meter readings are up to date and check if your winter credit is needed.

Refund Policy for So Energy Customers

It is common to have credit in your So Energy account during the summer months, as energy consumption typically decreases compared to the winter period. However, if your account goes into arrears at any point, So Energy may request a top-up payment or increase your Direct Debit payments.

So Energy reviews Direct Debit payments halfway through the year to ensure your account balance is as close to zero as possible by the end of your contract.

For a step-by-step walkthrough of the refund process, refer to the video guide included in this article.

Refund Requirements Table

Refund Type	Conditions	Additional Notes
General Refunds	- Refund must be at least £30.	Up-to-date meter readings are required.
Seasonal Adjusted Payments	- Hold at least one month’s payment (amount varies by season). - Summer: April-September - Winter: October-March	You can switch to seasonal payments. See our video guide for details.
Equal Monthly Payments	- Hold at least: - One month’s payment during summer (March-August). - Two months’ payment during winter (September-February).	You can switch to seasonal payments. See the video guide for instructions.
Larger Refunds (£500 or more)	- Smart meter readings must reflect on the latest statement. If not: - Submit a photo of your meter showing the reading and serial number (last 30 days).	For non-smart meters, photos of all meters showing the reading and serial number (last 30 days) are required. Email to help@so.energy.com

Refund Scenarios

After a Recent Renewal

If you recently renewed your contract:

Provide accurate, up-to-date meter readings.
Ensure the final statement from your previous tariff agreement has been generated.
Leave at least one month’s payment in your account for the new tariff.

For a detailed explanation of this process, refer to the video guide.

After Leaving So Energy

Once your account is fully closed:

Final meter readings from your new supplier are required to generate the final bill (this may take a few weeks).
Refunds are typically processed within 14 days after the final bill is issued.

Note: Do not cancel your Direct Debit to avoid delays.

For further assistance, refer to the video guide or contact So Energy customer support.