FAQ

You may submit a new connection request via the website, attaching all required documents. Charges apply at submission.

Once request is submitted online, documents will be reviewed, and customer will be notified for further procedure on the next available appointment slots. Moreover, VIP connection is also available.

VIP Connection can be done on the same day from the date the request was received from the website. Additional charges will be added.

You may request a disconnection by emailing us at customercare@alfanargas.com, submittingthe request through our website, or by calling our hotline at 800-2532627

DISCLAIMER
Need to call 5 working days prior before moving out.

Yes, that’s why an appointment is needed, the technician needs to enter the flat to close the gas system for safety reasons and check the devices related to the gas system.

The refund process may take up to 30 working days from the date of bank account submission for the amount to be credited to your provided account.

DISCLAIMER
Doesn’t include weekends and Public Holiday (if any).

1. By bank transfer can be processed after 30 working days from the date of bank account submission.

2. Cash collection through visiting our Happiness center will be after 30 days from the date of disconnection.

DISCLAIMER
Upon disconnection, please send the disconnection report to our email so we can proceed with the final invoice and clearance.

1. Monthly bill will be generated, between period from 1st till 5th of every month.

2. Payment should be done in a grace period of 7 days from generating the bill.

Bills are sent via registered SMS and email, and are also accessible through the mobile app.

• Actual reading will only be conducted every 3 months, and the rest of the month will be based by average gas consumption from the previous 3 months not more than 2 units (not actual consumption).
  
  
• Adjustment will be made (if any) once actual reading is conducted.
  
  
• Alternatively, you may forward to us the reading on every 20th and 26th of the month via email or online reading submission to issue the bill accordingly.

• You may conveniently pay online, on the link https://payments.alfanargas.com
  
  
• You may also download alfanargas app.
  
  
• Via bank transfer, by requesting the bank details from our customer care team.
  
  
• Visiting our Gas Happiness Centre in AUH.

DISCLAIMER
Through the website payment will be updated real time.
Bank details payment may take some time depends on the issuing bank.

As per contract, Al Fanar has the right to add late fee for any delay and failure payment for 2 successive invoices and gas might be interrupted.

If any case happens, you may approach our customer care through our email or call our Hotline to report the incident to avoid retroactive payment.

The fixed charge is applied or applicable by all gas service providers, in all residential units to serve & cover the following costs and services:

1. 24/7 Emergency Technician

2. Customer Care Hotline Service

3. Administration Support

4. Online Payment Facilities

• You may monitor remaining units to the meter itself.
• When reaches 1 remaining unit, you need to call hotline no. for recharge request as it is an appointment basis

DISCLAIMER
If no display showing on the meter to see remaining unit, you need to call hotline for checking.
Recharge, at least 1 remaining unit so gas will still work while booking an appointment.

Immediately call the 800-2532627 and avoid smoking or using electrical devices until our technician arrives.