Most frequently asked questions and answers.

A refundable security deposit may be required at the time of registration. The deposit shall be returned upon closure of the account, subject to full settlement of all outstanding charges. - Documents required for deposit refund: Completed and signed bank transfer refund form Valid Emirates ID Official IBAN letter issued by the bank.

For any issues, please email the project team, call or WhatsApp us at 800 istaME. Our team will promptly investigate and assist.

For any technical issues related to your unit, please reach out to our customer service team. We will coordinate with the technical department to conduct the necessary inspections and provide a resolution.

Resolution time varies by issue complexity, but we aim to respond within 24–48 hours.

Yes, our online portal MY ista lets you view bills, track usage, make payments, and manage your account.

Your bill is sent via  email on your registered email ID each month each month. You can also check your invoices by logging into our customer portal.

Customers can conveniently make payments through our secure online payment gateway, ensuring fast, seamless, and protected transactions, or via bank transfers where applicable.

Yes, you can pay your bill online via our website’s payment portal. Simply log in, click on quick pay, enter your account details, and proceed with the payment.

1. Transfer Details to be filled out by the customer. Please see point number (1)in the Fund transfer form.
    
2. Sender Address Details is to be filled out by the customer with the exact amount to be paid as mentioned in number (2) on the chilled water invoice. Please see point number (2) in the fund transfer form.
    
3. Beneficiary Bank Details is to be exactly as mentioned on the bill payment instructions. Please write full details as mentioned in invoice payment instructions.
    
4. Purpose of Payment:
   
   * Specific purpose of payment Please write: Chilled Water invoice payment.Please see below in RED

          ** Invoice Number:  Bill Number to be mentioned as per chilled water invoices.
               Please see number (4) onthe chilled water invoice.Please see below in RED

1. Make sure that the Beneficiary Name to be written on the Chq is exactly as mentioned on the Bill Payment Instructions. Please see number (1) on both chq & invoice (highlighted text in yellow)
    
2. Make sure that the amount to be written on the chq (2A) is exactly same as the amount written in the chq box (2B). Both should be matching the total Amount Due in the invoice.
   Please see number (2) on the Chilled water invoice.
    
3. Make sure that the chq date (3) is Current Dated Chq.
    
4. Make sure that the chq signature (No. 4 on Chq.) is exactly as per recorded in the bank.

Late payments may result in penalties or service disruptions. If you’re facing difficulties making a payment, please contact our support team to discuss possible solutions.

Disconnection procedures are usually an ultimate step, when long outstanding payments are not settled by the end user and ista's client needs to ensure that the receivables are capped in order to minimise the risk of bad debt. To avoid this process, End users are urged to refer to the Bill Due Date mentioned on the bill and to ensure settlement on or before the due date.

Reconnection following a disconnection due to overdue payments, occurs Sundays to Thursdays, between 9 AM – 5 PM.

Service will only be restored once: 

• all overdue bills and any incurring charges due to disconnection are settled in full
• registration is completed (in the event of non-registration)

Your consumption is measured using BTU meters installed for your unit. These meters track the amount of chilled water used for cooling, and your bill is based on actual usage.

Sub-metering is defined as measuring the individual energy consumption inside the building in order to allocate charges invoiced by the utility (e.g. district cooling provider) to each individual end user based on their consumption,  registered by individual meters.

Sub-metering enables fair billing as occupants will only pay for their own energy consumption. This will allow occupants to be in full control of their energy consumption and charges. It is proven that sub-metering enhances the responsible usage and generates energy savings to reduce impact on environment.

ista uses advanced BTU metering technology to accurately measure your cooling energy consumption. These meters are installed for your unit and automatically record usage.

You can access your consumption details through our online portal. This allows you to track your monthly usage and manage your energy consumption efficiently.

If you notice any discrepancies in your bill, please contact our customer support team. We will review your meter readings and billing records to resolve any issues.

A BTU (British Thermal Unit) meter measures the amount of thermal energy consumed by your cooling system. It calculates energy usage by measuring the flow rate of water and the temperature difference between the inlet and outlet pipes. This data is then used to determine the amount of energy transferred, typically expressed in BTUs or kilowatt-hours (kWh).

Your bill depends on your cooling consumption, which can change based on factors such as outdoor temperatures, thermostat settings, and occupancy levels.

• A copy of the tenancy contract or the sales and purchase agreement.
• Title deed (applicable to property owners)
• Duly signed Billing Services / End User Agreement
• Valid Emirates ID or passport copy
• Payment of the registration fee (as applicable)
• Payment of the security deposit (as applicable)
• Valid trade license (for corporate accounts)
• Tax Registration Number (TRN) certificate (for corporate accounts)

Registration can be completed either online or with the assistance of our customer service team.

• Submission of a formal move-out request (Final bill form)
• Settlement of all outstanding dues and invoices
• Provision of a Memorandum of Understanding (MoU) confirming the sale of the unit
• No objection certificate from owner (as applicable)

ista Middle East is a leading provider of energy management solutions, specializing in sub-metering and billing services for cooling (chiller) and energy consumption in residential and commercial properties.

We offer metering, billing, and energy efficiency solutions for cooling and other utilities. Our services include meter installation, consumption monitoring, invoice generation, payment collections and customer support.

ista operates across various properties and developments in the Middle East. If you're unsure whether your property is serviced by us, please contact our support team.

You can reach our customer support team via email, phone, or through our website’s contact form. Our support team is available to assist you with any inquiries related to billing, consumption, and service issues.