DEWA

Refund

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Dubai Electricity & Water Authority

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.

Service Partners

  • Emirates NBD

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 cases where the customer prefers a refund through IBAN or cheque payment, a verification code will be sent to your email ID or mobile number registered with DEWA
  • Confirm the details


Excess payment refund:

If there is excess payment, kindly provide the following:
  • A bank statement showing the excess payment made to DEWA
  • A no-objection certificate (NOC) plus a copy of the Emirates ID of the credit card owner, if the name is different from that of the DEWA account owner

Service Fees

  • Refund through IBAN (No fee).
  • Refund through cheques (AED 20)+ VAT.
  • Transfer to other active account (No fee)

Service Channels

  • 24/7 through 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
    - 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
  • 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
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:

  • 24/7 through 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
    - Transfer is to another active account
    - Cheques: Amount should be above AED 200,000
  • Dubai Now

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

Below is the limit of refund amount:

  • IBAN – 200,000 AED 
  • Cheques – above 200,000 AED
  • Transfer refund to another active account – No limit

3. 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.