DEWA

Refund

Home
Investor Relations
EasyPay
Dubai Electricity & Water Authority

Refund

Apply Online

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

Package

  • 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 (www.dewa.gov.ae) 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

Beneficiaries
Individual - Local
Individual - Expat
Business

Key Information

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.

 

Journey Steps
1
Getting Service Information
  • I search for information related to the refund service.
2
Applying for the Service
Partners (Through Dubai Now App):
  • I log-in/register to Dubai Now Application through UAE Pass.
  • I select “Housing” category and go to “Request for Refund” service and select the related account.
  • I pay the outstanding amount (if any).
  • I fill out the form and choose the preferred refund method.
  • I verify the registered contact information.
  • Once the verification is done, I submit the request and get an on-screen confirmation with a reference number.
-------------------- OR --------------------
Through DEWA Digital Channels:
  • 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 out the form and choose the preferred refund method.
  • I Select my preference for verification code, and I complete the verification step.
  • Once the verification is done, I submit the request and get an on-screen confirmation with a reference number and information about the next steps.
-------------------- OR --------------------
Customer Care Center – IVR:

Only for Individual customers with no outstanding balance.

 

  • 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 suitable refund method, provide required information, and submit the request.

 

*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.

-------------------- OR --------------------
3
Interaction During Processing
  • Upon submission, I receive acknowledgment on my registered email/mobile number with a reference number and tracking link.
4
Completing Service Interaction
Refund Through Partners (By 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 amount from any Western Union branch. (If the amount is not collected, I receive two reminders from DEWA).

 

* Refund through Western Union is available for individual customers only for amount up to 20,000 AED.

-------------------- OR --------------------
Refud Through Partners (By IBAN):
  • Upon amount transfer, I receive the refund on the provided IBAN number.

 

* Refund through IBAN is available if the refund amount is up to 200,000 AED.

-------------------- OR --------------------
Refund Through Cheque
  • I receive notification upon cheque readiness, and I receive a call from the courier to schedule the cheque delivery.
  • I receive the cheque.

 

* Refund by Cheques is applicable only if the refund amount exceeds 200,000 AED.

-------------------- OR --------------------
Refund Through Transferring the amount to another own active DEWA 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

15. What do I do if I face issues when applying for the service?

Please visit our Support page for assistance

Privacy & Security Policy

Dubai Electricity and Water Authority (DEWA) is committed to protecting the rights of the users of its website, and keeping data and information secure. We have created this privacy and security statement to explain the current information management practices on our websites.

Information Collection and Usage:

DEWA does not collect any personal information about you when you visit its website, unless specified, or you choose to provide this information to us. However, upon your visit, the following information is automatically collected and stored:

  • The IP address from which you access the Internet and the date and time of your visit to our website.
  • The pages you visit (recorded by the text and graphics files that compose the page)
  • DEWA use this information solely for statistical and monitoring purposes and to help us identify which services are most or least interesting to our visitors, as well identifying website performance.

We may use third party tools or software for conducting statistical analysis. However, only certain pieces of aggregated, non-personal information, such as the number of users who accessed our website or most visited pages, are collected. Such information does not identify you individually.

DEWA keeps all collected information confidential except where disclosure is enforced or required by law, or as part of requirement to protect the rights or properties of DEWA.

Security of Transactions:

Please be assured that this site has security measures in place to protect the information you provide us. We use encryption methods to protect all information, which is deemed to be sensitive, or any other data that should remain secure to meet DEWA’s, federal, or local legal requirements.

Links to third-party websites:

DEWA's website may provide links to other web sites. However we are not responsible for the accuracy of the contents of these sites or their mechanisms for information collection and usage.

If you connect to any other site through DEWA’s website, you need to read its Security & Privacy Policy to determine its practices related to information collection and usage.

Security & Privacy Policy Changes:

DEWA reserves the right to change this Security & Privacy Policy at any time. The amended version of the Security & Privacy Policy will be always published only on DEWA's website.

Privacy intrusion:

If you doubt that your privacy is being compromised, follow these steps immediately:

  1. Close all browsers
  2. Change your password immediately
  3. Inform us by email on customercare@dewa.gov.ae or phone on +971-4-601-9999.

What are Cookies?

Cookies are small text files that are stored in your device when you visit a website. DEWA uses cookies to improve your overall website experience.

How does DEWA use Cookies?

DEWA’s website cookies store website preferences like preferred language, font-size, or specific version (e.g. high-contrast). Once your preferences are set, you do not need to specify them again for DEWA’s site. DEWA also uses cookies for parts of the website that require registration to access content.

DEWA is committed to the protection of its customers’ private information and does not track individual users or their identity.  DEWA only accesses the system information of the device, the website is being viewed on, to gain useful knowledge about how it is used. The collected information is used solely for statistical and monitoring purposes to help DEWA improve the user experience of the services and to identify the performance of DEWA’s services.

3rd Party Cookies:

DEWA also uses 3rd party tools or software, such as Google Analytics, to track web statistics. In this case, Google will place a 3rd party cookie on your computer. This is also the case with Google Maps across the site.

Any information collected by way of these cookies will be stored and managed by DEWA as per the approved DEWA Website and Mobile App Privacy Policy. If you don’t wish to store cookies for DEWA’s website, you can modify your browser so that it notifies you when cookies are sent, disable the cookies collection feature, or delete cookies that have already been set.


Disclaimer:

DEWA is not responsible for any technical, hardware or software failures of any kind; lost or unavailable network connections; incomplete, garbled or delayed transmissions. It assumes no liability for any direct, indirect, incidental, punitive, consequential or psychological damages as a result of visiting or using its Website or loss of services, income or welfare resulting from any virus that may infect computer equipment used to access its sites. Under no circumstances will DEWA be liable for any damages or injury that result from the use of the materials on this site and the user shall indemnify DEWA from and against all liabilities resulting from the user's failure to observe these terms and conditions. DEWA does not warrant that information currently accessible is up-to-date.