How to Get a Refund for Kenya Power Tokens You Bought By Mistake

Have you ever purchased Kenya Power tokens only to realise that you sent more money than you intended?

For instance, you may have intended to buy electricity tokens worth Ksh1,000 but accidentally purchased units worth Ksh10,000 instead.

The good news is that you may be able to get a refund for tokens purchased by mistake. However, the process is subject to verification and approval by Kenya Power, and there are certain conditions you must meet.

Here is the process to follow to request a refund for incorrectly purchased Kenya Power tokens.

Also Read: How to Buy Tokens Using New Kenya Power App

1. Report the Error to Kenya Power

The first step is to notify Kenya Power of the error. Customers are advised to report incorrect token purchases within seven days of the transaction.

You can report the error by visiting your nearest Kenya Power office or contacting the company's customer care team through its official hotline.

When making the report, ensure you have the following information and documents:

• A screenshot of the M-Pesa transaction message.
• The meter number to which the payment was made.
• The payment reference or transaction code.
• A copy of your national identity card.

Providing these details will help Kenya Power identify the transaction and initiate the verification process.

2. Fill Out the Reallocation or Payment Reversal Form

After reporting the error, you will be required to complete a reallocation or payment reversal form.

The form captures details of the transaction, including the date of payment, the amount paid, and other information needed to process your request.

You can obtain the form at a Kenya Power branch or check the company's official website for the relevant form.

Submit the completed form together with the required supporting documents, including your identification document and the original transaction message.

Also Read: Home Appliances That Consume Your Tokens Even When They Are Turned Off

3. Kenya Power Verifies the Transaction

Once you submit your request, Kenya Power will verify the transaction before deciding whether it qualifies for a refund.

The verification process involves checking whether the purchased tokens have already been loaded onto the meter. Kenya Power may send staff to inspect the meter as part of this process.

If the tokens have already been loaded onto the meter, the transaction may not qualify for a reversal or reallocation. However, if the tokens have not been loaded, Kenya Power may forward the request for refund approval.

It is important to note that submitting a request does not automatically guarantee a refund, as the outcome depends on the verification process and the applicable conditions.

4. Receive Your Refund

If Kenya Power approves the reversal request, the refund is typically processed through the original payment channel, such as M-Pesa or a bank account, depending on the transaction.

The customer is then notified once the refund has been processed.

The process may take between three and 14 working days, although the actual turnaround time may vary depending on the circumstances of the request.

Also Read: How to Check if Your Fridge is Costing You More Tokens at Home

What to Keep in Mind When Requesting a Refund

If you accidentally purchase more Kenya Power tokens than you intended, avoid loading the tokens onto your meter before contacting the company.

Instead, make another purchase for the amount you need while Kenya Power reviews your request.

You should also retain your transaction message or receipt and have your original identification document available when making the application.

Kenya Power's Revenue Protection and Customer Service departments handle these types of requests.