Price promiseNo deadline statedTakes a few steps
Fixed price protection during contract term
Requires verifying tariff status and any price change against licence-compliant exceptions.
“If you are on one of our fixed price tariffs, we will not change your tariff prices or impose new conditions that would be to your detriment during the length of your contract, unless it is in a manner that complies with our Supply Licence (for example to pass through an...”So Energy terms, Terms 2.5
What to include: account id, tariff type
Price promiseClaim within 20 daysTakes a few steps
Automatic extension of fixed tariff to avoid unwanted transfer to SVT
Requires timing verification against the 20-working-day window and confirming a switch or renewal action was initiated.
“If your fixed rate tariff has ended and, within 20 working days of this tariff ending you either: initiate a switch away to another supplier and that switch completes within a reasonable period; or renew with us on another fixed rate tariff then we will extend your fixed rate...”So Energy terms, Terms 7.9
What to include: account id, tariff end date, switch or renewal action
CompensationNo deadline statedHarder to claim
Honouring prior credit balance after Last Resort Supply Direction
Requires verifying the prior supplier's balance and So Energy's specific LRSD commitments, which are not publicly standardised.
“If we have to take over supply of your property as a result of a Last Resort Supply Direction and place you on a Deemed Contract as a result of such direction, we will honour the credit balance that you had with your previous supplier, to the extent we have given any relevant...”So Energy terms, Terms 2.14
What to include: account id, previous supplier statement, credit balance evidence
Right to cancelNo deadline statedSimple to claim
No exit fee if fixed tariff is extended by supplier
Simple binary check of whether the tariff was extended and the customer switched after that date.
“If, for any reason, we extend your fixed rate contract, we will not charge any exit fees if you switch away after that extension begins.”So Energy terms, Terms 2.11
What to include: account id, tariff extension date
Right to cancelNo deadline statedSimple to claim
No early exit fee when moving home and staying with So Energy
A simple request confirming continued supply at a new address triggers the fee waiver.
“If you request us to provide gas and/or electricity supply to your new property, we will cancel your existing contract and provide a new contract appropriate to your new property. You will not be subject to any early exit fees.”So Energy terms, Terms 5.2
What to include: account id, new property address, move date
Right to cancelClaim within 49 daysSimple to claim
No early exit fee switching So Energy tariff in last 7 weeks of contract
Only requires confirming the contract end date falls within the next 7 weeks and selecting a new So Energy tariff.
“If you are in the last seven weeks of your So Energy Contract and change to another So Energy tariff we will not charge you an early exit fee.”So Energy terms, Terms 6.2
What to include: account id, contract end date, new tariff selection
Right to cancelClaim within 14 daysSimple to claim
14-day cooling-off cancellation at no cost
A single cancellation message within the 14-day window referencing the confirmation email date is sufficient.
“You have the right to cancel your contract with us, at no cost incurred to you, at any point within 14 (fourteen) days after the day we email you to confirm that we accept your request.”So Energy terms, Terms 7.1
What to include: account id, welcome email date
Right to cancelClaim within 28 daysSimple to claim
End contract with 28 days' notice if you disagree with term changes
A single notice message citing the disputed change and the 28-day notice period is sufficient.
“You may also end this contract by giving us at least 28 (twenty-eight) days' notice if you do not agree with any changes made to these terms and conditions.”So Energy terms, Terms 7.3
What to include: account id, notice of change reference
Right to cancelNo deadline statedSimple to claim
Deemed Contract customers have no exit fee or notice requirement
Only requires confirming Deemed Contract status; no fee or notice calculation needed.
“If you are on a Deemed Contract, you will not be subject to any fixed term period, early exit fee or requirement to provide us with notice that you intend to change supplier.”So Energy terms, Terms 7.10
What to include: account id, deemed contract status
Right to cancelClaim within 20 daysTakes a few steps
Penalty-free switch if you reject a disadvantageous contract change
Needs to identify the change notice date and coordinate a switch within the deadline, which is more than a single message.
“If you don't accept a disadvantageous change to your contract, to prevent us from enforcing it, you must, no later than 20 working days after it is intended to take effect, either enter a new contract with us for a different product or with another supplier who formally lets us...”So Energy terms, Terms 4.5
What to include: notice of change, switch confirmation
Right to cancelClaim within 28 daysTakes a few steps
End contract with 28 days' notice once switched/disconnected and paid up
Requires confirming two preconditions (new supplier active, account fully paid) before the notice is valid.
“You may end this contract by giving us at least 28 (twenty-eight) days' notice provided: another supplier has started to supply energy to the property, or the supply has been disconnected; and all sums due by you to us have been paid in full.”So Energy terms, Terms 7.2
What to include: account id, new supplier confirmation, payment confirmation
RefundNo deadline statedTakes a few steps
Refund of overpayment after a tariff renewal
Needs meter readings and the final statement submitted via webchat, phone or email rather than a single automated claim.
“If you’ve just renewed, you can ask for any overpayment on your previous tariff agreement to be refunded back to you.”So Energy policy page, Getting a refund if you've recently renewed with So Energy
What to include: up to date meter reading, final statement of previous tariff
RefundNo deadline statedTakes a few steps
Refund of account credit for current customers
Requires submitting a current meter reading and passing a minimum-balance check tied to seasonal/equal Direct Debit rules before a human or system approves the refund.
“We can offer refunds to customers with credit in their So Energy accounts. Please note, we may do a Direct Debit review first to make sure you’re paying the right amount. To get a refund we need to check 2 things: 1. Minimum balance ... 2. Up-to-date meter readings”So Energy policy page, Getting a refund if you're currently a So Energy customer
What to include: account balance, up to date meter reading
RefundNo deadline statedTakes a few steps
Refund of overpayment after recent renewal
An agent can request the refund via webchat/phone/email but must supply a meter reading and the account must retain a minimum balance, requiring account-specific calculation.
“If you’ve just renewed, you can ask for any overpayment on your previous tariff agreement to be refunded back to you. We'll need up-to-date meter readings the final statement of your previous tariff agreement. The amount remaining in your So Energy account after the refund must...”So Energy policy page, Getting a refund if you've recently renewed with So Energy
What to include: meter reading, final statement previous tariff, account balance
RefundClaim within 14 daysTakes a few steps
Refund of final balance after leaving So Energy
The refund is largely automatic once the final bill is generated, but it depends on the new supplier submitting meter readings, which the customer/agent cannot directly control or speed up.
“We'll process a refund once your account is fully closed. ... Once we have the above, and have generated your final bill, we’ll process the refund. In almost every case, you’ll get the refunded amount into the same account you use for Direct Debit within 14 days.”So Energy policy page, Getting a refund if you've recently left So Energy
What to include: final meter reading from new supplier, final bill, direct debit account details
RefundNo deadline statedHarder to claim
Refund of credit balance for current customers
Requires a Direct Debit review, minimum balance check against seasonal/equal DD rules, and submission of up-to-date meter readings before any refund is processed.
“We can offer refunds to customers with credit in their So Energy accounts.”So Energy policy page, Getting a refund if you're currently a So Energy customer
What to include: account balance, up to date meter reading, direct debit review status