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This service enables the customer to refund the outstanding amount with DEWA through different channels.
Service Category & Type
Customer Segment
Electricity/ Water Supply Customers (Consumers)
Service Integrations
Service Partners
Package
Service Limitations
* Please ensure contact information (Email ID & Mobile number) is updated and accessible to proceed with this service request. To update your contact information please visit 'Request for Information Update'
DEWA has made it easier to get a security deposit balance refund by bundling this service with the Move Out and Clearance Certificate processes. Once the final bill and outstanding balance are settled, DEWA will proactively send the clearance certificate to the customer. And will automatically process the refund (if any) as per the selected channel without the need to apply for these services separately.
Otherwise, for non-security deposit related refunds or if “Apply Refund Later” option was selected during the move-out submission, you can still request this service via Dubai Now App or DEWA's digital channels.
Notes:
* For companies: A request letter on company letterhead, signed and stamped, is required for credit balance cases (excluding security deposit).
* Please ensure that your contact information is updated.
Only for Individual customers with no outstanding balance.
*Through the IVR: Customers can choose from IBAN (if updated in the customer profile) or transfer to another active DEWA account.
*If there is an outstanding balance or if the customer wishes to use one of the other available refund methods, they will receive a link via SMS to proceed with the service through the digital channels.
* Refund through Western Union is available for individual customers only for amount up to 20,000 AED.
* Refund through IBAN is available if the refund amount is up to 200,000 AED.
* Refund by Cheques is applicable only if the refund amount exceeds 200,000 AED.
1. Through which channels can I apply for the refund service?
You can apply for the refund services through below channels:2. What is the limit of refund amount for refund channels?
Below is the limit of refund amount:
3. How can I request my refund through Western Union?
You can select Western Union option by logging into your account on DEWA’s website or smart app
4. What is the benefit of selecting Western Union refund option?
By selecting Western Union, you will be able to get your refund in any part of the world, based on the selection made at the time of request.
5. What are the charges for “refund through Western Union?”
USD 5 or 1% of refund amount whichever is higher
6. What exchange rate would be applied?
Western Union exchange rate will be applied for each transaction
7. What is MTCN number?
The Money Transfer Control Number (MTCN) is a unique 10 digit tracking number, assigned to each refund transaction. You would need this MTCN to collect your refund amount at Western Union.
8. How will I get my MTCN number?
Once your refund request is processed, you will be able to access MTCN by logging in to your account though your valid user ID and password
9. How long will this MTCN number be valid?
MTCN once generated, will be valid for 30 days. This means you need to collect your refund amount within 30 days.
10. Who is the receiver of the refund?
Refund needs to be collected by legitimate/authorized customer
11. Why is there a secret code/question?
The secret code is applicable only in case of refunds to be collected in South Africa.
12. What are the payout requirements I should provide to collect the transaction?
• Valid ID (customer name should match as per DEWA system and ID).
• Sender’s full name (in this case it is DEWA)
• Mention to Western Union the approximate amount 10% less or more.
• Transaction originating country (State/City for USA/Mexico)
• MTCN (Money Transfer Control Number)
• Answer to the Test Question/ Secret code (when it is applicable-South Africa transactions)
13. How much is the minimum and maximum amount to be refunded per transaction?
Minimum amount is any remaining amount can be refunded after deduction of Western union charges (USD 5 at rate of 3.673) and Maximum amount is USD 5000
14. Once I select the city and country, can I collect the amount from a different city in the same country?
• Yes, you can collect the amount from a different city in the same country except for USA and Mexico in which state and city is required to be specified and collected from the same city and state.
• For USA and Mexico, to make any changes, the transaction has to be cancelled and re-issued with the new
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