Refund Policy

Refund Policy

This Refund Policy outlines the conditions under which users may request a refund for transactions made through our online payment platform for energy bills, including electricity and gas services. By using our services, you agree to the terms outlined in this policy.

1. Eligibility for Refunds

Refunds may be granted under the following circumstances:

  • Duplicate Payments: If a payment is made more than once for the same energy bill within a single billing cycle, users are eligible for a refund of the duplicate payment amount.
  • Incorrect Amount Charged: If a user is charged an incorrect amount due to a system error or miscalculation, they may request a refund for the discrepancy.
  • Failed Transactions: If a payment is initiated but is not successfully processed, resulting in funds being deducted from the user’s account, a full refund may be requested.
  • Cancellations: If a user cancels a scheduled payment before it is processed, a refund may be issued, provided the payment has not been completed.

2. Non-Refundable Transactions

Certain transactions are deemed non-refundable, including but not limited to:

  • Payments that have already been processed and cleared with the energy provider.
  • Fees associated with payment processing that were disclosed at the time of the transaction, unless they were charged in error.
  • Payments made in error for services not associated with the user’s account.

3. Requesting a Refund

To initiate a refund request, users should follow these steps:

  1. Contact Support: Users must contact customer support through the designated communication channels. Provide relevant details including account information, transaction ID, and a brief explanation of the reason for the refund request.
  2. Documentation: If applicable, users should include any supporting documentation, such as payment receipts or screenshots of the transaction.
  3. Review Process: The refund request will be reviewed, and users will receive confirmation of eligibility. This process may take up to [number of days, e.g., 5-7 business days].

4. Processing Refunds

Once a refund request is approved:

  • Refunds will be processed within [number of days, e.g., 5-10 business days] and will be issued to the original payment method used during the transaction.
  • In cases where the original payment method is no longer available (e.g., a closed bank account), alternative methods of issuing refunds will be discussed with the user.

5. Notification of Refund Status

Users will receive a notification regarding the status of their refund request. This notification will include details about the amount being refunded and the expected timeframe for processing.

6. Amendments to the Refund Policy

This refund policy may be amended at any time. Users will be notified of any changes through the website or other appropriate means. It is the responsibility of users to review the refund policy periodically to stay informed of any updates.

7. Limitations

This refund policy is intended to ensure fair treatment for all users. However, it does not limit any rights that users may have under applicable laws. In the event of a conflict between this policy and applicable law, the law will prevail.

8. Acceptance of Policy

By using the services provided, users acknowledge that they have read, understood, and agree to the terms of this refund policy.