↪ Secure Redirect: CitizenPay.pk does not process or store payment information. Users are redirected to the official utility provider or a licensed payment gateway to complete their payment securely.
Who to contact for a refund
Because your payment is completed on the official utility provider's website or through a licensed third-party payment gateway (such as your bank, mobile wallet or card network), CitizenPay.pk never receives, holds or controls your money. If you were charged in error, paid twice, or paid the wrong connection, the refund request must be raised with:
- The utility company that issued the bill (LESCO, MEPCO, FESCO, IESCO, GEPCO, PESCO, HESCO, SEPCO, QESCO, TESCO, K-Electric, SNGPL, SSGC or PTCL), if the error is in the billed amount; or
- The payment gateway, bank or mobile wallet you paid through, if the error is in how the payment was processed or charged.
How we can help
While we cannot issue refunds ourselves, we are happy to help you find the right department or contact for your refund request, and to help you locate your payment reference and receipt if you checked the bill through CitizenPay.pk. Contact us with your reference number and a description of the issue.
Typical refund timelines
Refund timelines are set entirely by the payment provider or utility company involved and typically range from a few days to several weeks depending on the payment method (bank transfer, card, or mobile wallet) and the provider's own policy. CitizenPay.pk has no control over these timelines.
Convenience or service fees
If a payment gateway charges a convenience fee, that fee is shown by the gateway before you confirm payment and is governed by the gateway's own refund terms, not by CitizenPay.pk.
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