Refund & Cancellation Policy

This policy covers wallet top-ups, electricity token purchases, and subscription fees processed through ESO Energy's platform. It is binding from the moment you initiate a transaction.

A transaction is considered "failed" when payment has been debited from your wallet or bank, but no valid electricity token (or service unit) has been issued by the DISCO within fifteen (15) minutes.

• The system automatically detects failed vends and queues them for reversal.
• Reversed funds are returned to your ESO wallet within 0–24 hours.
• If the DISCO confirms partial fulfilment, only the unfulfilled portion is refunded.

1. Open the failed transaction in your dashboard and tap "Request Reversal", or email info@eso-energy.com with the reference ID.
2. Our settlement engine cross-checks the DISCO ledger and the payment-switch confirmation.
3. If failure is confirmed, the funds are credited back to your wallet automatically.
4. For bank-funded transactions, you may request payout to your originating bank account; payout completes within 1–3 business days.

• Successfully delivered electricity tokens — once a token is generated and visible in your dashboard, it cannot be refunded.
• Transaction fees on completed transactions.
• Subscription fees for periods already consumed.

If a reversal is not processed within 24 hours, raise a formal dispute by emailing info@eso-energy.com with the transaction reference and proof of debit. We will respond within one (1) business day and resolve within five (5) business days.

You may close your ESO account at any time from Settings → Account → Close Account. Any remaining wallet balance will be paid out to your verified bank account, less any pending settlement obligations.