Refund Policy

1. Scope

This policy applies to prepaid sub-metering, energy crediting, billing, and support services provided by GridAI (Pty) Ltd via www.gridai.co.za, mobile apps, APIs, and offline support channels.

2. Summary

• Energy credits are kilowatt-hours credited to a customer’s digital wallet after payment.
• If you paid and did not receive the correct kilowatt-hours in your digital wallet, or a duplicate or overpayment occurred, we will recredit or refund after verification.
• Refunds are paid back to the original payment method where possible. A reasonable refund fee and third-party charges may apply.
• Kilowatt-hours already consumed on a meter are not refundable.

3. Refund eligibility

3.1 Kilowatt-hour credits

• A payment was made but the kilowatt-hours were not credited to your digital wallet.
• Kilowatt-hours were credited to the wrong wallet, account, or tariff due to a verified system or operator error.
• Duplicate payments were made for the same purchase.
• An overpayment created a credit balance on your account.
• A payment was taken but the transaction failed and no kilowatt-hours were credited.

Notes:

• Kilowatt-hours already consumed on a meter are not refundable.
• Where appropriate, GridAI may correct the balance by recrediting your digital wallet instead of issuing a cash refund.

3.2 Other services

Refund eligibility for any other GridAI services will be set out in the applicable service terms.

4. Requesting a refund

4.1 Contact customer support

• Email: info@gridai.co.za

4.2 Information required

Please provide:

• Your full name, contact details, and GridAI account identifier.
• Proof of payment or transaction reference.
• The wallet, meter, or unit details and the date and time of purchase.
• The reason for the refund request.
• A bank confirmation letter for EFT refunds, if applicable.

5. Refund process

5.1 Review and verification

• GridAI will verify payment records, crediting logs, and account details to confirm eligibility.
• If you owe any amounts to GridAI for the same account, we may set off the refund against those amounts after notifying you.

5.2 Approval and timing

• Once approved, we will initiate the refund or recredit process.
• Processing times vary by payment method and provider. GridAI aims to complete approved refunds within 10 business days. Your bank or payment provider may take additional time to reflect the funds.

5.3 Fees

• A reasonable refund fee may apply to cover bank charges or third-party processing costs where a valid purchase is reversed through no fault of GridAI.

6. Refund methods

6.1 Card payments

• Refunds are processed to the original card, subject to card-scheme rules and your issuer’s timelines.

6.2 Electronic funds transfer

• Refunds are paid to the same bank account from which the original EFT was made.

6.3 Third-party payment options

• Refunds follow the rules of the relevant payment provider. Additional verification may be required by that provider.

7. Non-refundable cases and limitations

• Kilowatt-hours already consumed on a meter.
• Credits correctly delivered to the digital wallet details and tariff you provided at checkout.
• Refund requests submitted without sufficient information to verify the transaction after reasonable follow-up.
• Any amounts that are third-party fees already incurred and not recoverable.

8. Contact information

• Responsible party: GridAI (Pty) Ltd
• Email: info@gridai.co.za
• Registration Number: 2025/365395/07
• Website: www.gridai.co.za

9. Changes to this policy

• GridAI may update this policy from time to time. The version in force on the date of your purchase applies to that transaction. Material changes will be communicated by a prominent notice on our website or by direct communication.