Refund Policy

At DialPower, we strive to provide excellent service for all electricity purchases. This Refund Policy outlines the circumstances under which refunds may be issued and our process for handling refund requests.

Electricity units that have been successfully delivered to your meter cannot be refunded.This is because:

• Electricity units are digital products that are instantly consumed upon delivery
• The electricity distribution companies do not support reversals of delivered units
• Units become part of your meter's credit balance immediately upon successful transaction

Refunds will be processed in the following situations:

• Failed Transactions: When payment is deducted but electricity units are not delivered
• System Errors: Technical issues on our platform that result in duplicate charges
• Service Unavailability: When the electricity provider's system is down and units cannot be delivered
• Incorrect Charges: When you are charged an amount different from what you authorized

How to Request a Refund

1. Contact our support team at support@dialpower.ng within 24 hours of the transaction
2. Provide your transaction ID and details of the issue
3. Our team will investigate the issue within 2 business days
4. If eligible, refunds will be processed within 5-7 business days

Required Information

When requesting a refund, please provide:

• Transaction ID or reference number
• Date and time of transaction
• Amount charged
• Meter number used
• Description of the issue
• Screenshots or proof of the problem (if applicable)

Refunds will be processed using the same payment method used for the original transaction:

• Card Payments: Refunded to the original card within 5-7 business days
• Bank Transfers: Refunded to the source account within 3-5 business days
• Mobile Money: Refunded to the original mobile money account within 1-3 business days

Note: Refund processing times may vary depending on your bank or payment provider.

Our service fee of ₦50 per transaction will be refunded along with the electricity unit cost in cases where a full refund is warranted due to system errors or failed deliveries.

If you disagree with our refund decision, you may escalate the matter by:

• Contacting our customer service manager at manager@dialpower.ng
• Providing additional evidence to support your claim
• Requesting a review of the decision within 30 days

To avoid issues that might require refunds:

• Double-check your meter number before completing payment
• Ensure you have sufficient network connectivity during transactions
• Keep your transaction receipts and confirmation messages
• Contact support immediately if you notice any issues
• Verify your meter details with your electricity provider if unsure

For refund requests or questions about this policy, please contact us:

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated revision date. Continued use of our services after changes constitutes acceptance of the updated policy.