Dodo

refund policy – how to claim your money back

Dodo offers refunds for overcharges, unused services, and faulty products across its Internet, Mobile, and Energy plans. You're eligible for a refund if:

• You were overcharged or billed incorrectly (e.g., duplicate payments, wrong rates).
  
  
• Your account is in credit and you request the surplus back.
  
  
• You paid for a service you didn’t receive, or cancelled early and are owed a prorated refund.
  
  
• You received faulty equipment (e.g., a defective modem or phone) and return it within the warranty window.
  
  
• You’re affected by regulator-enforced refunds, such as past NBN speed claims not delivered.
  
  

But keep in mind:

• No refunds for change-of-mind once the service is working.
  
  
• Early cancellation in the first billing month means no prorated refund.
  
  
• Deductions apply if you owe money on your account or haven’t returned Dodo-owned equipment.
  

Getting your refund starts with knowing where to go:

1. Log into MyDodo – Navigate to Billing & Payment > Credit Overview and submit your refund request online.
   
   
2. Check your bank details – Make sure Dodo has the right account info before submitting.
   
   
3. Can’t use MyDodo? Call 13 36 36 or use Live Chat on Dodo’s website for more complex cases.
   
   
4. Email or complaints form – For unresolved billing issues, use Dodo’s complaints form online.
   
   
5. Social media DMs – Facebook and Twitter are optional escalation points during support hours.
   
   
6. Get confirmation – Ask for a reference number once your refund request is submitted.
   
   
7. Follow up if needed – If nothing lands after 5 business days, quote your reference and ask for a status update.
   

Dodo usually processes refunds within 3–5 business days of approval. You’ll receive:

• An SMS or email confirmation when it’s been approved.
  
  
• Bank transfer refunds typically arrive within 2–3 days.
  
  
• Card refunds might take 5–7 business days to reflect on statements.
  
  Delays may occur if:
  
  
• Bank account info is outdated or invalid.
  
  
• The refund is tied to a dispute or large amount.
  
  
• A final bill or meter reading is pending (for energy accounts).
  

Refunds are issued via:

• Direct deposit (EFT) – Default method for most accounts.
  
  
• Credit/debit card reversal – If you paid by card and no bank account is linked.
  
  
• Account credit – Automatically applied if you don’t request a refund; it offsets future bills.
  
  
• Dodo does not issue cheques or cash.
  
  

Make sure:

• Your payment details are up to date.
  
  
• The refund goes to an account/card in your name (for fraud protection).
  

Watch out for these common refund hurdles:

• Service not cancelled properly – Charges continue unless you get written confirmation.
  
  
• Delay after approval – Always get a reference number and follow up if needed.
  
  
• Disputes over eligibility – If they push back, escalate with evidence or refer to ACCC guidelines.
  
  
• Getting bounced between departments – Ask if you're speaking to the correct team (e.g., Energy vs. Internet).
  
  
• Refund amount lower than expected – Check for deductions (e.g., unreturned modem fees).