Refunds.
No hoops, no fine print.
If we billed it wrong, we pay it back — Paystack reversal or EFT, always to whoever paid.
01What this covers
This policy covers every payment collected by Conduit Energy (Pty) Ltd through our payment processor, Paystack — charging-usage payments, platform subscription fees, and any once-off invoices. It works alongside our Terms & Conditions.
02Billing errors
If we billed you incorrectly — a wrong tariff, a metering fault, a session attributed to the wrong person — we correct it, full stop. Raise the dispute within 30 days of the statement and we'll investigate against the raw session log from the charger.
03Duplicate & failed payments
- Duplicate payments — refunded in full. Flag it with us; we also check for duplicates when statements are prepared.
- Payment captured but service not delivered (e.g. a charge debited against a cancelled account) — refunded in full.
- Failed payments that still debited you— flag it with us; we'll trace it with Paystack and reverse it.
04Subscription fees
The platform subscription runs month-to-month and is billed for the month ahead. When you cancel (see the cancellation policy), the subscription ends at the end of that calendar month — no further subscription fees are billed, and the current month's fee isn't pro-rated or refunded. Charging usage up to the cancellation date is still billed on the next statement, on the 1st of the following month.
If we billed a subscription fee after a cancellation took effect, that's a billing error — refunded in full under the section above.
05Charging usage
Energy delivered to a vehicle can't be returned, so metered charging costs are refundable only where the metering or tariff was wrong — not because a session was more expensive than expected. The tariffs we bill at are published openly in the tariff catalogue, and every statement line traces back to a logged session.
06How refunds are paid
Refunds are processed manually by our team, in one of two ways:
- A Paystack reversal — back to the original payment method. Depending on your bank, the money reflects within 5–10 business days of us initiating it; or
- A manual EFT— where a reversal isn't practical (or the original account is closed), we verify account ownership and pay directly.
Either way the refund goes to the person or entity that paid — never to a third party.
Nothing in this policy limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.
Need money back?
One email with the payment reference. Acknowledged within a business day, resolved within five.