Cancellation and Refund Policy

Double Debit/Technical Glitch: If a technical glitch or system error causes the User's payment source to be debited twice for the same water bill payment, the excess amount will be eligible for a refund. The User must lodge a formal complaint with the DMC billing department immediately following the double payment.

Failed Transaction/Pending Status: If the payment amount is debited from the User's account but the corresponding water bill status remains 'Unpaid' on the App, the User must first allow for an auto-reconciliation period (typically **48 hours**). If the bill status is not updated after this period, the User should then raise a complaint.

Documentation Requirement: For any refund claim related to online payments, the User must provide necessary supporting documentation, including the **Transaction ID** and a copy of the **bank statement** showing the disputed debit.

Cancellation Before Installation: If a New Connection application is canceled, and the request is received **within 9 days** of payment, and **before** the physical water connection has been installed, the User is eligible for a **full refund** of the connection fee.
The refund will be processed back to the original payment source within **90 days** from the date the cancellation complaint is lodged.

Cancellation After Installation: If the cancellation request is received **after** the physical water connection has been installed and commissioned at the premises, the connection fee will be **non-refundable**.