Refunds & failed tokens
Delivered token purchases are final. A payment that was taken without a token delivered is a different thing entirely — and it gets resolved, not refused.
Delivered purchases are final
Once a token has been generated and delivered to you, the purchase is complete and is not refundable. The units are credited to the meter and cannot be recalled.
Check the meter number on the review screen before confirming. We show the registered customer name returned by the distribution company precisely so a mistyped digit is caught before payment, not after.
Payment taken, no token delivered
This is the case that matters. If your account or card was debited and no token reached you, one of two things happens:
- We re-issue the token. Where the distribution company’s vending system was queueing or briefly unavailable, the transaction is retried and the token delivered. This is the usual outcome.
- We return the payment to source. Where the token cannot be issued, the payment is reversed to the account or card it came from.
How to report it
Call or send a WhatsApp message — this is the fastest channel:
Include, so we can find the transaction on the first attempt:
- The meter number
- The amount paid and the payment method used
- The date and approximate time of payment
- The bank reference or payment reference, if you have one to hand
Timelines
Re-issued tokens are normally delivered the same day. Reversals to card or bank are initiated by us within one business day of confirming the failure; how quickly the money appears then depends on your bank and payment provider, typically three to ten business days.
Wallet balances
Funds in your SuezElectric wallet remain yours. You may withdraw an unused balance to your own bank account at any time, subject to verification of the account details.
If you are not satisfied
Escalate to support@suezelectric.com marked for the attention of the operations lead. Unresolved disputes are governed by the dispute resolution provisions in our terms of service.