Refund Policy

When you’re one of our customers:

You might build up more credit in your account in some months than in others. This is because we ask you to pay for your energy in advance by Direct Debit, and you won’t always use the same amount. You can always get a refund, but it can often be better to keep your balance as it is.

When can you get a refund?

If you’re on our Fixed Plan and build up more credit than our minimum balance (details below) and £25 minimum refund threshold, you can ask for a refund.

How to ask for a refund:

  1. If you don’t have a smart meter, take a new meter reading – we’ll need one for gas and electricity if you’re on a dual fuel contract.
  2. Submit the reading online or email support@togetherenergy.co.uk.

Request a refund. We’ll refund anything over £25 (the ‘minimum refund threshold’) as long as:

  1. It leaves you enough to pay for a month’s energy in advance in summer (March-October) and 2 months in winter (November-February).
  2. You send us photos of your meter with the readings if your refund’s for more than £600.
  3. You’ve got a Direct Debit set up with us.
  4. You send us photos of your meter with the readings if your refunds total more than £600 within the last 3 months.

How and when you’ll get your refund:

  • You’ll usually get your refund within 7 working days of asking.
  • We’ll pay it into the bank account you use for your Direct Debit. If you’d prefer a different account, just let us know
  • If there are any problems, we’ll be in touch

If you’re switching to a different energy company:

  • You don’t need to do anything.
  • As soon as we’ve had your final meter readings from your new supplier, and sent you our final statement, we’ll start the refund process, where applicable.
  • If your account is in credit then your refund will be with you about 7 working days.
  • It will be returned to the bank account you used to make Direct Debit payments.

If you’re moving to a new home:

  • Give us a call with your closing readings, and the details of whoever’s taking over.
  • Let us know your new details, in case we need to get in touch.
  • If your account is in credit, we’ll get a refund to you within 7 working days of your final bill.
  • It will be returned to the bank account you used to make Direct Debit payments.

 

If you’re a PAYG customer:

There are odd occasions where a top up might not reach your meter so you’ll need to request a refund. If you encounter this, just take a photo or scan your top up receipt, With the receipt details clearly shown. Send it in an email to support@togetherenergy.co.uk along with a short message to let us know exactly what happened and when.

We’ll check your details and get in touch with the next steps and look to arrange a credit on your meter.