Refund & Cancellation Policy
Effective Date: August 30, 2025
Version 2.0 - Enhanced Consumer Protection Compliance
Important Notice
Please read this policy carefully. Refunds are only available under specific circumstances and time limits outlined below.
1. Nature of Services
Since Chargeway facilitates digital services and access to third-party EV charging points, most transactions are processed instantly and cannot be reversed automatically.
Digital Services
- EV charging station location services
- Route planning and navigation assistance
- Real-time availability information
- Platform access and account services
Transaction-Based Services
- Payment processing for charging sessions
- Service fees and convenience charges
- Subscription-based premium features
- Third-party charging network payments
2. Refund Policy
General Terms
- Refunds are not automatically available once a booking or payment has been processed.
- Refunds are only granted under specific circumstances described below.
- All refund requests must be submitted within the applicable timeframes.
- If approved, refunds will be processed back to the original mode of payment only.
2.1Eligible Refund Scenarios
🕒 Booking Cancellations
- Full refund if cancelled within 30 minutes of booking confirmation.
- No refunds after the 30-minute cancellation window.
⚡ Technical Failures
- Payment processed but charging session failed to initiate.
- System error resulting in duplicate or excess charges.
- Charging station malfunction immediately after payment.
💳 Payment Errors
- Duplicate transactions for the same booking.
- Unauthorized transactions on your account.
- Incorrect amount charged due to system error.
🏠 Host-Related Issues
- Host cancels a confirmed booking.
- Station listed as available but non-functional upon arrival.
- Severe safety concerns reported at a host's premises.
2.2Non-Refundable Scenarios
Refunds will NOT be provided in the following cases:
- Cancellations after the 30-minute grace period.
- User no-show or failure to utilize the booked slot.
- Partial charging sessions completed successfully.
- User error (e.g., selecting wrong station or slot).
- Dissatisfaction with charging speed or amenities.
- Vehicle compatibility issues not caused by Chargeway.
- Power cuts, weather conditions, or other force majeure events.
- User-initiated termination of an active charging session.
- Violations of Chargeway Terms & Conditions.
3. Cancellation Policy
Pre-Authorization Cancellations
- Charging slot bookings: Cancel within 30 minutes for full refund.
- Subscription services: Can be cancelled before the next billing cycle.
- Payment authorizations can be cancelled before session starts.
⚡ Active Service Cancellations
- Once a charging session has started, cancellations are not possible.
- Exceptions may apply for:
- Safety concerns
- Technical malfunctions
- Emergency situations
📱 Subscriptions
- Monthly: Cancel anytime before the next billing cycle (no pro-rated refunds).
- Annual: 30 days' written notice required; pro-rated refunds may be considered subject to early termination fees.
4. Refund Processing Timeline
📋 Review Process
- Review & Investigation: 2–7 business days
- Decision Notification: Within 10 business days
💰 Refund Credit Timeframes
- Credit/Debit Cards: 7–10 business days
- Digital Wallets: 3–5 business days
- Bank Transfers: 5–7 business days
Important Note
Timelines depend on your bank/payment provider. Chargeway initiates refunds promptly, but final credit timing is outside our control.
5. Requesting a Refund
📋 Required Information
To request a refund, you must provide:
- Transaction ID / receipt number
- Date & time of transaction
- Amount charged and payment method
- Detailed description of issue
- Supporting evidence (screenshots, error messages, photos, etc.)
- Registered account email and phone number
Submit Requests To
⏰ Time Limits for Requests
- Technical issues: Within 24 hours
- Payment errors: Within 48 hours
- Service disputes: Within 7 days
- Billing disputes: Within 30 days
6. Dispute Resolution
- All refund disputes must first be reported to Chargeway Support.
- Our team will review logs, evidence, and system data before making a final decision.
- If not resolved, users may escalate to:
- A second review by senior management
- Consumer protection authorities
- Payment provider chargeback process
7. Special Circumstances
- Force Majeure: Refunds may not apply in cases of natural disasters, government restrictions, or grid-wide failures.
- Goodwill Gestures: At Chargeway's discretion, credits or refunds may be granted in exceptional cases to ensure customer satisfaction.
8. Contact Information
Response Commitment
We aim to acknowledge refund requests within 24 hours and provide a final resolution within 10 business days.
9. Policy Updates
Chargeway reserves the right to update this Refund & Cancellation Policy as required by changes in law, business practices, or service models.
📢 Updates will be communicated via:
- Email notifications
- In-app alerts
- Website notices
Continued use of the platform after updates implies acceptance of revised terms.
Last updated: August 30, 2025
Version 1.0
This comprehensive Refund & Cancellation Policy is effective immediately and applies to all users of the Chargeway platform. Designed specifically for India's P2P EV charging marketplace.
🔒 This document contains legally binding terms. Please save or print for your records.
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