Refund Policy

Effective Date: 3 June 2026 BFW Metering — Telephone: 082-PREPAID (082 773 7243) — E-mail: info@bfwmetering.co.za

1. Introduction

This Refund Policy explains when BFW Metering may consider a refund, reversal, reallocation, reissue or correction of a payment.

Due to the nature of prepaid electricity, prepaid water, utility payments, meter services, municipal or Eskom-related charges, payment gateways and third-party vending systems, refunds are limited and subject to verification and approval.

Customers must ensure that all meter numbers, account numbers, property details, unit numbers, payment references and payment amounts are correct before making payment or purchasing prepaid utility credits.

2. General Refund Position

Prepaid utility transactions are generally final once a token, credit, voucher, top-up or account allocation has been successfully issued, delivered, loaded, consumed or processed.

A refund is not automatically available simply because a customer changes their mind, purchased more than intended, entered the wrong details, no longer requires the utility credit, or used an incorrect meter, account, unit or reference after the transaction has been successfully issued or allocated.

Where a transaction issue can be corrected by reissuing a token, correcting an allocation or applying a credit to the customer account, BFW Metering may do so instead of processing a cash refund.

3. When Refunds, Reissues, Corrections or Reallocations May Be Considered

BFW Metering may consider a refund, reversal, reissue, correction or reallocation in the following circumstances:

  • A duplicate payment was made.
  • An overpayment was made, resulting in a verified credit balance.
  • A payment was made but no token, credit, service or allocation was provided.
  • A token, credit or allocation was delivered incorrectly due to a verified BFW Metering processing or system error.
  • A technical error caused a failed transaction, incorrect token, incorrect credit or incorrect allocation.
  • A customer paid the wrong BFW Metering account and the payment can be verified.
  • A paid service could not be provided.
  • A refund is required by applicable law.

All refund requests are subject to verification, approval, the rules of any applicable municipality, Eskom, bank, payment gateway or third-party vending provider, and any outstanding amounts owed to BFW Metering.

4. Other Services

Refund eligibility for services other than prepaid utility transactions may differ depending on the type of service, quotation, service agreement, installation, meter-management arrangement or specific terms applicable to that service.

Where a separate quotation, agreement, invoice, service order or terms and conditions apply, those terms will be read together with this Refund Policy.

5. When Refunds May Not Be Available

Refunds may not be available in the following circumstances:

  • A prepaid electricity or water token has already been successfully issued.
  • A prepaid credit, voucher or top-up has already been successfully allocated, loaded, used or consumed.
  • The customer supplied the wrong meter number, account number, unit number, customer reference or payment reference.
  • The payment was made to settle an outstanding amount already due.
  • The customer changes their mind after making a successful purchase.
  • The customer purchased more credit than required.
  • The token or credit has been used, entered, loaded, transferred or consumed.
  • The transaction cannot be verified.
  • The refund request is fraudulent, abusive or unsupported by evidence.
  • The delay or issue was caused by a third-party system, municipality, Eskom, bank, payment provider or vending platform outside BFW Metering’s control, unless a refund, reversal or correction is confirmed as possible by the relevant provider.

6. Incorrect Meter, Account or Reference Details

Customers are responsible for entering the correct meter number, account number, customer reference, unit number, property details and payment reference.

If incorrect details are supplied and a token, credit or allocation is successfully issued to the details provided, BFW Metering may not be able to reverse or refund the transaction.

Where possible, BFW Metering may assist in investigating the transaction, but recovery, reversal or reallocation is not guaranteed and may depend on the relevant municipality, Eskom, vending platform, bank or payment provider.

7. Duplicate Payments, Overpayments and Credit Balances

Where a duplicate payment, overpayment or credit balance is confirmed, BFW Metering may, depending on the account and service arrangement:

  • Refund the duplicate or overpaid amount.
  • Allocate the amount as a credit on the customer account.
  • Reallocate the amount to the correct account, where possible.
  • Offset the amount against outstanding amounts owed to BFW Metering or linked to the relevant customer, property, unit, meter or account, where applicable.

BFW Metering reserves the right to use available credit or refundable amounts to settle outstanding balances owed before paying any remaining balance to the customer.

8. Refund Request Process

To request a refund, the customer must contact BFW Metering as soon as they become aware of the need for a refund, reissue, correction or reallocation.

The customer must provide the following information:

  • Full name and surname or registered business/entity name.
  • Contact number and email address.
  • Property address, complex name and unit number, where applicable.
  • Meter number, account number or customer reference.
  • Proof of payment.
  • Payment date.
  • Payment amount.
  • Payment reference used.
  • Reason for the refund request.
  • Bank confirmation letter or proof of bank account, if required.
  • Any supporting documentation requested by BFW Metering.

BFW Metering may request additional documents or information to verify the transaction, confirm account ownership and prevent fraud. Failure to provide the required information may delay or prevent the refund, reissue, correction or reallocation.

9. Review, Verification and Approval

Upon receiving a refund request, BFW Metering will review and verify the eligibility of the request. This may include confirming payment records, meter records, token records, vending logs, service records, account balances and the circumstances of the refund request.

BFW Metering may also need to obtain confirmation from a bank, payment gateway, municipality, Eskom, vending provider or other service provider before approving or declining a request.

Approval of a refund request is at BFW Metering’s reasonable discretion, subject to applicable law and third-party rules that may apply to the transaction.

10. Refund Timelines

BFW Metering will aim to acknowledge refund queries within a reasonable time after receipt.

Approved refunds are normally processed within 5 to 10 business days after all required information has been received and the refund has been approved.

The time it takes for the refund to reflect in the customer’s bank account may depend on the customer’s bank, the payment method used, payment gateway timelines and any required verification.

Some refunds may take longer where third-party confirmation is required from a bank, payment gateway, municipality, Eskom, vending provider or other service provider.

11. Refund Method

Approved refunds will normally be made to the original payment method or the verified bank account of the person or entity who made the payment.

For card payments, BFW Metering may process the refund by reversing or refunding the transaction to the original card or payment method, where supported by the payment gateway or card issuer.

For EFT payments, BFW Metering may process the refund to the bank account from which the original payment was made or to another verified account owned by the payer, subject to BFW Metering’s verification requirements.

For third-party payment methods, refunds will be processed according to the rules, timelines and capabilities of the relevant payment provider.

BFW Metering may refuse to pay refunds into third-party bank accounts where ownership cannot be verified.

12. Fees and Deductions

Where permitted by law and applicable to the transaction, BFW Metering may deduct bank charges, payment gateway fees, cash deposit fees, reversal fees, administration fees or other direct costs incurred in processing the original transaction or the refund.

Where a refund fee or third-party processing fee applies, BFW Metering may deduct the applicable fee from the refund amount or require payment of the fee before processing the refund.

13. Fraud Prevention

BFW Metering reserves the right to delay, reject or further investigate any refund request where fraud, abuse, incorrect information, unauthorised use, suspicious activity, duplicate claims, chargeback abuse or system manipulation is suspected.

14. Contact Details

Refund requests must be submitted to:

BFW Metering
Website: https://www.bfwmetering.co.za/
E-mail: info@bfwmetering.co.za
Telephone: 082-PREPAID (082 773 7243)