We understand it can be tempting to request a refund of your credit balance, especially when it’s at its highest. But your annual Direct Debit is designed this way for a reason:

• Energy use isn’t spread evenly through the year. On average, customers use around 80% of their annual gas and 65% of their annual electricity between September and March.

• The credit you build up over summer is there to offset those higher winter bills.

• If you withdraw part of it now, your account is likely to fall into credit balance default during winter, meaning you’ll need to make up the difference.

This approach is set out in our Terms and Conditions — it’s designed to protect you from:

• Facing unaffordable winter bills

• Falling into credit balance default

• Unnecessary financial strain

Keeping your credit in place means you stay protected and avoid surprises when colder weather arrives.

If you still want a refund

We can process refunds, but only once certain conditions are met.

SMART Meter Customers (with a working SMART Meter):

• We’ll release an ad hoc bill to your latest meter reading.

• You must maintain at least one month’s worth of credit in your account (as we take payments in advance to cover your next bill).

• A system DD reassessment

Traditional Meter Customers (or non-working SMART Meters):

• Send us a picture meter reading to help@tulo.energy.

• We’ll release an ad hoc bill to your reading.

• You must maintain at least one month’s worth of credit in your account.

• A system DD reassessment