Service creditNo deadline statedTakes a few steps
Compensation for missed/late appointments
Requires confirming an appointment was scheduled and then missed/late/rearranged, which may involve checking internal records an agent can't independently verify.
“If we're late, or miss an appointment, or break any of the promises outlined above, we'll pay you £40 compensation within 10 working days. If we fail to do that, we'll pay you another £40 in a further 10 working days.”Octopus Energy policy page, Appointments
What to include: account number, appointment date and time, confirmation appointment missed or late
RefundNo deadline statedSimple to claim
Refund of final credit balance within 10 working days
Final bill date and refund receipt date are objective account records an agent can compare directly.
“Once your final bill has been sent, any remaining credit in your account will be refunded within 10 working days. If it takes us longer, we'll pay you £40 compensation – unless there's a valid reason for the delay that's outside of our control.”Octopus Energy policy page, Refunding final credit balance
What to include: account number, final bill date, confirmation credit balance outstanding
Right to cancelClaim within 14 daysSimple to claim
14-day cooling-off cancellation right
A single email or website form within a clearly dated window is enough to trigger cancellation.
“Where you have agreed a formal Contract with us, you may cancel it via email or on our website at any time within the 14 days following the date you submitted your Application to switch to us (known as the "cooling-off period").”Octopus Energy terms, Terms 5.1
What to include: account id, application date
Right to cancelClaim within 14 daysSimple to claim
No exit fee during 14-day cooling-off period
Simply switching supplier within the stated window automatically triggers the fee waiver.
“During those 14 days, we can't stop you from switching to another supplier and we are not allowed to charge you exit fees.”Octopus Energy terms, Terms 5.3
What to include: account id
Right to cancelClaim within 49 daysSimple to claim
No exit fee cancelling in final 49 days of contract
Agent can compare today's date to the known contract end date and cancel via standard channels.
“No exit fee will be charged if you cancel your Contract within the final 49 days before the end of your Contract.”Octopus Energy terms, Terms 5.4
What to include: account id, contract end date
Right to cancelNo deadline statedSimple to claim
No exit fee when Deemed Contract ends
Waiver applies automatically whenever a Deemed Contract ends, needing no separate customer claim.
“We will not charge you an exit fee if your Deemed Contract with us ends for any reason (including if you decide to switch to a different tariff per 3.3 or a different supplier).”Octopus Energy terms, Terms 3.4
What to include: account id
Right to cancelNo deadline statedTakes a few steps
Right to switch or end contract penalty-free after disadvantageous change
Agent must first identify that a specific change is 'not to your advantage' before acting, which requires interpretation.
“If we propose to make changes to your Contract that are not to your advantage (including increasing charges or changes to a Smart Tariff formula that results in higher charges but excluding changes to your payment method) we will give you reasonable notice of the changes. If you...”Octopus Energy terms, Terms 10.4
What to include: account id, notice of change
RefundNo deadline statedTakes a few steps
Refund of credit balance on account
Requires submitting a recent meter reading (unless Smart Meter) and passes only if the account debt check clears.
“If you request a refund of credit on your account, you must have provided us with recent meter readings, unless you have a Smart Meter that we can collect readings from remotely. We will only be able to give you a refund if this will not cause your account to fall into debt.”Octopus Energy terms, Terms 8.10
What to include: meter reading, account id
CompensationNo deadline statedTakes a few steps
Honouring credit balance after Last Resort Supply Direction
Depends on Octopus verifying a prior commitment to Ofgem and contacting the customer, so it is not a single-message claim.
“If we take over your energy supply because Ofgem gives a "Last Resort Supply Direction" and appoints us to be your new supplier, and if we had committed to do so with Ofgem before we were appointed, then if you had a credit balance with your previous supplier, we will honour...”Octopus Energy terms, Terms 8.12
What to include: previous supplier account id, proof of credit balance
Based on Octopus Energy's public terms and policy pages, read on 30 September 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.