Our Refund Policy
If your Utility Point account is in credit and you’ve been making regular monthly payments for the last 12 months, we will be happy to review your account for a refund.
However, if you have been with us for less than 12 months, we recommend you keep the credit on your account to cover your expected consumption for the year. Expenditure is worked out over the course of a whole year, so any energy not used in the warmer months may catch up with you when the weather gets colder. It pays to keep this in mind.
If you still want to proceed with a refund, we will need at least 3 meter readings within the last 6 months, one of which will need to have been provided within the last 28 days. This makes sure you have been billed accurately. Our team will complete a full review of your account, factoring in your expected consumption over the remainder of your contract, to ensure you do not go into a deficit.
We aim to provide high standards of service and carry out any actions in a fair, honest, and professional way.
If you’d like to discuss your account, chat with a member of our expert team using the online chat tool in the bottom right of your screen.
Working out your energy usage
When agreeing your contract with Utility Point, your payments are worked out on the usage information you provided in your application. This information helped us to project your expected annual usage and set your payments accordingly. You’ll find that during the summer months you may have some credit on your account to cover your expected higher energy usage throughout the winter. Refunding this credit may result in a review of your payments which may lead to them being increased to cover your consumption for the entire year.
As an energy supplier, we have a responsibility to prevent our customers going into deficit or debt as well as excessive credits. To do this, we need regular meter readings from you so we can have a better understanding of your usage, which in turn allows us to bill you accurately.
Please note, if you are moving home or have changed supplier, we will need the final meter readings from you to generate your final statement before we are able to process a refund. This can take up to 6 weeks though we will always try to complete this as soon as possible.