Refunds.
No hoops, no fine print.
If we billed it wrong, we pay it back. A Paystack reversal or an EFT, always to the person who paid.
01What this covers
This policy covers every payment Conduit Energy (Pty) Ltd collects through Paystack, our payment processor. That is a payment for a charge, a Conduit subscription fee, and a once-off invoice. It works alongside our Terms & Conditions.
02Billing errors
We correct every bill we got wrong. That is a wrong tariff, a metering fault, or a charge we put on the wrong person. Raise the dispute within 30 days of the statement. We then investigate it against the raw charge log from the charger.
03Duplicate & failed payments
- A duplicate payment. We refund it in full. Tell us, and we also check for a duplicate when we prepare each statement.
- A payment we took for a service we did not give, for example a charge debited against a cancelled account. We refund it in full.
- A failed payment that still debited you. Tell us, and we trace it with Paystack and reverse it.
04Subscription fees
The Conduit subscription runs month to month, and we bill it for the month ahead. When you cancel (see the cancellation policy), the subscription ends at the end of that calendar month. We bill no further subscription fee. We do not pro-rate or refund the current month. We still bill every charge up to the cancellation date, on the statement of the 1st of the next month.
A subscription fee we billed after a cancellation took effect is a billing error. We refund it in full, under the section above.
05A metered charge
A car cannot give back the energy it took. So we refund a metered charge only when the metering or the tariff was wrong. We do not refund a charge that cost more than the driver expected. We publish every tariff we bill at in the tariff catalogue, and every statement line traces back to one logged charge.
06How refunds are paid
Our team pays every refund by hand, 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.