Hi Andrew,

I'm Hemant Katyal, and one thing I'd always recommend is acting as soon as you notice an incorrect charge. The sooner you raise the issue, the easier it is to trace the transaction and process a refund.

The first step is to identify who charged the fee, because the refund process differs depending on the authority or organisation involved.

• If it was a bank charge, raise a transaction dispute through your mobile banking app or customer service. Most banks allow you to report incorrect or duplicate charges, but it's best to do this within 30 days of the transaction. Keep your account statement and transaction reference handy.
• If the charge came from a retailer or private business, you can file a complaint through Dubai Consumer under the Department of Economy and Tourism (DET). You'll typically need your payment receipt, the merchant's details, and an explanation of the issue.
• For Dubai Municipality payments or fines, you can submit a refund request through the official Dubai Municipality portal by providing your payment receipt, refund request, and UAE IBAN. Once approved, refunds are generally processed within a few working days.
• If the payment relates to DEWA, simply log in to your DEWA account or use the DEWA Smart App and submit a refund request with your bank account details.

Whatever the situation, avoid waiting too long. Keep copies of receipts, payment confirmations, emails, and any communication related to the charge. If your request is rejected and you believe the deduction was genuinely incorrect, ask for the decision in writing and follow the organisation's official complaint or escalation process.