Why am I not entitled to a refund?

You may not be entitled to a refund if your property overused on the energy allowance; meaning we have paid out more than you have paid to us. You will not be entitled to a refund if no meter readings have been provided as this means the energy provider has billed us on estimated readings.  

If one of your housemates is not up-to-date with payments, this will also affect the household getting a refund. If you would like to discuss this further you can contact our Customer Support team using Live Chat through our website, calling 0191 622 0102 or emailing [email protected]

Note: You will not be eligible for a refund if you are on our Unlimited Energy tariff.

Uncapped energy customers
No refund will be issued as you have no energy allowance limits, giving you the peace of mind that all you’ll ever pay is your monthly payment to us.

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