Cancel Ovo Energy: Step-by-Step Guide

What is Ovo Energy

Overview

Ovo Energy is an energy supplier that provides gas and electricity accounts, a customer app, and online account management tools.

The guide below explains how to cancel an Ovo Energy contract or in-app offer, and what to expect when you do so.

Services covered

Ovo supplies both fixed and variable energy plans and offers app-based purchases and one-off services through the OVO App.

This guide focuses on cancellation, refunds and practical next steps for customers based in Nigeria who need to interact with Ovo Energy services.

How to cancel Ovo Energy

Cooling-off cancellations

You have a 14-day cooling-off period from the day after your contract start date to cancel your switch to Ovo without exit fees.

To cancel within this window you must contact Ovo by phone using the number below during the stated hours.

Step-by-step cancellation (phone)

• Call Ovo on 0330 303 5063 (Mon - Fri, 8am - 6pm) to cancel a switch or contract.
• Explain you wish to cancel within the 14-day cooling-off period (if applicable) or state your reason for cancellation.
• Ask for a cancellation reference and the expected date the cancellation will take effect.

Cancelling app purchases or offers

• For one-off or monthly offers bought through the OVO App, you can cancel within the cooling-off period and request a full refund.
• Contact Ovo customer care (details below) to cancel app-based offers; the app terms also set out refund rights.

Cancelling outside the cooling-off period

• If you cancel after the cooling-off period, exit fees may apply if you are on a fixed plan.
• Variable plans can generally be ended at any time without exit fees; confirm your plan type with Ovo before cancelling.

What happens when you cancel

Account access and app removal

Deleting the OVO app from your device does not affect your energy supply but removes app-based services.

You can still manage your account online via the Ovo website if you delete the app.

Supply and billing

Supply continuity depends on whether you are switching supplier, moving home, or simply ending an Ovo plan.

If you are switching supplier or moving, provide final meter readings so your final statement is accurate and any remaining credit can be processed.

Data and record-keeping

Ovo will retain account records and billing history as required by their terms and applicable regulations.

Ask for written confirmation of cancellation and retain any reference numbers for later follow-up.

Will I get a refund?

Refund policy summary

You can request a refund of credit from your energy account if eligibility criteria are met and the account is at least 90 days old.

Refund eligibility includes having had at least two Direct Debit payments and a meter reading submitted in the last 28 days (smart meters submit readings automatically).

How to request a refund

• Request via the Payments section in your online account or the Bills section in the OVO app.
• Alternatively call 0330 303 5063 (Mon - Fri, 9am - 5pm) to request a refund by phone.

Timing and automatic refunds

Refunds typically take up to 5 working days to reach your bank account, or up to 10 working days if provided by cheque.

If you are switching supplier or moving home, any remaining credit will be refunded automatically within 10 working days of the final statement or meter readings.

Minimums and conditions

• Refunds require you to have enough credit to cover one Direct Debit plus the minimum refund amount (for example, a minimum of £5 where applicable).
• Ensure your account has submitted a recent meter reading or has an active smart meter to meet the refund criteria.

Ovo Energy plans and pricing

Plan types

Ovo offers fixed-term and variable energy plans; fixed plans may incur exit fees outside the cooling-off period, while variable plans can usually be ended anytime without exit fees.

Pricing overview

Exact plan prices for customers in Nigeria are not publicly listed on Ovo’s standard sites and may vary by region or in-app store pricing.

Your consumer rights in Nigeria

Cooling-off and refund rights

Ovo states a 14-day cooling-off period and full refund rights for cancellations within that window for contracts and app-based offers.

That policy is part of Ovo’s published terms and is the primary guideline for customers seeking cancellation or refunds.

Regulatory context and applicability

Some verified consumer protections referenced by Ovo relate to UK regulation (for example, Ofgem enforcement and Ombudsman decisions).

If you are in Nigeria, confirm how Ovo’s UK-focused policy interacts with local consumer protection law and the terms shown at the point of sale in your country.

Practical advice for Nigerian customers

• Keep written records of all communications with Ovo, including cancellation requests and reference numbers.
• Check the terms shown in the app store or at purchase for any country-specific conditions or differences in consumer rights.

Customer experiences

Positive feedback

Many customers praise Ovo’s customer service staff as kind, patient and knowledgeable, with swift technical support in many cases.

Positive reviews highlight quick resolution of issues such as engineer visits or technical faults.

Negative feedback

Some customers report unexpected increases in Direct Debit amounts caused by algorithmic adjustments, requiring time to sort refunds.

There are documented cases of delays in resolving complaints, billing errors and inaccurate bills related to meter or IT faults.

Takeaway for prospective cancellers

Be persistent and keep documentation: request reference numbers and written confirmation of outcomes to help resolve disputes faster.

If a complaint is not resolved, check the dispute and redress options that applied when your contract was formed.

Documentation checklist

Essential documents

• Account number and customer reference (found in online account or bills).
• Recent meter reading or smart meter confirmation (last 28 days preferred).
• Proof of identity if requested (photo ID, passport, or national ID).

Refund and final-bill documents

• Bank details for refunds (account name, sort code/IBAN where applicable).
• Final statement or confirmation of final meter reading when switching or moving.
• Any correspondence or screenshots showing the app offer terms or purchase receipts.

Common mistakes

Missing the cooling-off window

Assuming you can cancel without fees after the 14-day cooling-off period can lead to unexpected exit charges on fixed plans.

Always check the contract start date and call within the specified hours to preserve cooling-off rights.

Failing to provide meter readings

Not submitting a final or recent meter reading can cause inaccurate final bills and delays to refunds.

If you rely on a smart meter, ensure it’s communicating or provide a manual reading before cancelling.

Assuming app deletion cancels supply

Deleting the OVO app does not cancel your energy supply or contract and can remove helpful account features.

To stop supply or end a contract, follow the formal cancellation steps and obtain written confirmation.

Comparative recap

Quick comparison overview

The table below compares key cancellation and refund points for Ovo Energy against general expectations from other suppliers.

How Ovo compares

After cancelling

Immediate next steps

Obtain a cancellation reference and confirm the effective date of cancellation in writing.

Submit a final meter reading and keep copies of all confirmations and final bills.

Useful links and contacts

• OVO: Cancel your switch
• OVO: Refund policy
• OVO: App terms
• Phone: 0330 303 5063 (cancellation: Mon - Fri 8am - 6pm; refunds/helplines may use Mon - Fri 9am - 5pm).

If you still have issues

Keep records of all contacts and escalate with Ovo customer care if needed. For unresolved disputes, check the dispute-resolution route referenced in your contract at the time of sale.

For issues related to billing errors, request rectification and reference any relevant Ombudsman or regulatory decisions if they apply to your account jurisdiction.

Address

Primary postal address

OVO Energy Services PO Box 5280 Worthing BN11 9RG

Correspondence notes

Use the postal address above for written cancellations or formal correspondence where required by your contract.

Always include your account number and contact details when sending documents by post.