Request for Refund

Request for Refund

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Service Description

This service enables the customer to refund the outstanding amount with DEWA through different channels.

Service Category & Type

  • Subsidiary
  • Procedural

Customer Segment

Electricity/ Water Supply Customers (Consumers)

  • Government / Semi Government
  • Business
  • Individual (Local)
  • Individual (Expat)

Service Integrations

  • Integration with Emirates NBD & Western Union.

Service Partners

  • Emirates NBD
  • Western union


  • N/A

Service Limitations

  • Settling the outstanding dues
  • Valid IBAN number of same customer
  • Valid ID (Emirates ID/ Passport)

Service Requirements

  • Move Out from the Premises for security deposit refund.
  • Mobile number
  • Email ID
  • Availability of credit amount in the account.

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'

Service Steps & Procedures

  • Settling the outstanding for customer (if any)
  • Select preferred Refund option
  • In case of selecting refund through IBAN, Western Union or Cheque, Verification Code will be sent to your registered Email ID or Mobile number with DEWA
  • Confirm the details

Service Fees

  • Refund through IBAN (No fee).
  • Refund through Western Union (AED 18.37 or 1% of total refund amount whichever is higher).
  • Refund through cheques (AED 20)+ VAT.
  • Transfer to other active account (No fee)

Service Channels

  • 24/7 though DEWA website ( and DEWA Smart App
  • DEWA Customer Care Centre (Through Interactive Voice Response - IVR) 04-6019999. Prerequisites for applying for this service through IVR are as follows:
    - Refund through IBAN: IBAN must be available
    - western Union is in the UAE
    - Transfer is to another active account
  • - Cheques: Amount should be above AED 200,000
  • Dubai Now

Service Delivery Time

  • Refund through cheque : 6 working days
  • Refund through IBAN: 3 working days
  • Refund through Western Union: 3 working days
  • Transfer to other active DEWA account: 3 working days

Journey Map

Individual - Local
Individual - Expat
Journey Steps
Getting Service Information
  • I search for information related to refund service.
Applying for the Service
Digital Channels (DEWA Website/Smart App)
  • I log-in/register using UAE Pass or DEWA ID.
  • I go to Request for Refund service and select the related account.
  • I pay the outstanding amount (if any).
  • I fill-in the service application choosing the preferred security deposit refund method (if applicable).

  • I choose the channel where I will receive the verification code (registered email address or mobile number).
  • I enter the verification code.
  • I submit service request application and get a confirmation notification on screen that the request has been successfully submitted.
* For companies: Request letter on company’s letterhead duly signed and stamped is required to be attached (applicable only for credit balance cases other than Security Deposit).
* Please ensure contact information (Email ID & Mobile number) is updated and accessible, otherwise you will be redirected to the Customer Care Center to proceed with service request.
* Two different IBAN numbers are not allowed in the same Deactivation of Electricity/Water (Move-out) request.
-------------------- OR --------------------
Customer Care Center - IVR

Only if Iban is available, Western Union within UAE, Cheque amount is more than 200K, or Transfer to other account

  • I contact DEWA Customer Care Center - IVR.
  • I choose Request for Refund service.
  • I complete all the required verification steps.
  • I choose the account and pay the outstanding balance (if any).
  • I choose the refund method, provide required information, and submit the request.
* For companies: Request letter on company’s letterhead duly signed and stamped is required to be attached (applicable only for credit balance cases other than Security Deposit).
* Please ensure contact information (Email ID & Mobile number) is updated and accessible, otherwise you will be redirected to the Customer Care Center to proceed with service request.
* Two different IBAN numbers are not allowed in the same Deactivation of Electricity/Water (Move-out) request.
-------------------- OR --------------------
Interaction During Processing
  • I receive acknowledgment notification with requests’ reference number.
Completing Service Interaction
Western Union
  • I receive notification once the MTCN is generated.
  • I log-in to DEWA Website/Smart App to get the MTCN number.
  • I collect the refund from any Western Union branch. (If the amount is not collected, I receive two notification reminders from DEWA).
-------------------- OR --------------------
  • I receive the refund to the provided IBAN number.
-------------------- OR --------------------
  • I receive notification upon cheque readiness.
  • I receive a call from the courier company to schedule the cheque delivery.
  • I receive the cheque.
-------------------- OR --------------------
Transfer to another account
  • I receive notification once refund amount is transferred to the selected active account.
-------------------- OR --------------------

Frequently Asked Questions

1. Through which channels can I apply for the refund service?

You can apply for the refund services through below channels:
  • IBAN
  • Western Union 
  • Cheques 
  • Transfer refund to another active account

2. What is the limit of refund amount for refund channels?

Below is the limit of refund amount:

  • IBAN – 200,000 AED 
  • Western Union –  (20 to 18,000) AED
  • Cheques – above 200,000 AED
  • Transfer refund to another active account – No limit

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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