Customer Helpline        01708 760070
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Refund Policy

If you are in credit with us, we can refund any credit balance to you provided your account has an up to date meter reading. Credit balances can be used to offset future invoices so in certain situations, such as in winter you may choose to keep the credit balance on your account so that your payments are lower (until the credit balance is cleared). If a payment is made by card either online by you, or by a staff member, or by bank transfer, for a higher amount than what you owe us, then we will only refund the difference and will retain the original amount that should have been paid.

When you move out of the property a final bill will be produced. If you have a credit balance once this final bill has been settled, then this will be automatically refunded to you.

Refunds will be processed to the same bank account that was used to make the payment. If you would like the refund to be made into a different bank account, we can do this as long as the bank account is held in your name.

Direct Debit payments are all covered by the Direct Debit Guarantee. This means that if an error is made in the payment of your Direct Debit, by us or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.

To request a refund please contact us by calling 01708 760070 or emailing so that we can confirm the necessary details with you before any refund is completed. We aim to complete all refund requests within 7 working days. The payment may then take up to 3 working days to reach your bank account.