Refund & Cancellation Policy

01 The short version

The rest of this page sets out the detail. It should be read with our Terms & Conditions and Privacy Policy.

02 What this policy covers

This policy applies to payments you make to ChargeZippy Solutions Private Limited for:

• charging sessions at charge points we operate;
• top-ups to your ChargeZippy wallet;
• reservation or booking fees.

It does not cover payments you make to a third party — for example, a charge point operated by a roaming partner and billed by them, or an in-app purchase billed by Apple or Google. Those are governed by that party's own refund terms. Apple and Google refunds must be requested through Apple or Google directly; we have no ability to issue them.

03 When you are entitled to a refund

We will refund you in full, or in proportion, in each of these situations.

04 When a refund is not available

We will normally decline a refund where:

• Energy was delivered to your vehicle as requested. Electricity cannot be returned, so a completed session that ran correctly is not refundable simply because you changed your mind.
• The session ended because of your vehicle — for example, its battery management system stopped accepting charge, or its onboard charger limited the rate. You still pay for what was delivered.
• You disconnected the cable early by choice. You pay for the energy delivered up to that moment.
• Idle or overstay fees were correctly applied because your vehicle remained connected after charging completed, and this was disclosed to you at the charge point and in the app.
• The claim is fraudulent, or the account has been used in breach of our Terms & Conditions.
• The request is made more than 7 days after the session date, unless the law gives you longer.

If we decline a refund we will tell you why, in writing. You may escalate — see section 10.

05 How long a refund takes

Once a refund is approved, we initiate it with Razorpay within 2 working days. After that, how quickly the money reaches you depends on your bank, not on us.

Refunds are always made to the original payment method. We cannot refund to a different card, account or person. If the original instrument has been closed, contact us and we will agree an alternative, which may require you to verify your identity.

We do not charge a fee for processing a refund.

06 Pre-authorisation holds

When you start a session we may place a pre-authorisation hold on your card for an estimated amount. This is not a charge. It reserves funds so we can bill you for the energy you use. The amount held is shown in the app before you start.

When the session ends we capture only the actual amount due and release the rest. Your bank typically returns the held amount to your available balance within 5–7 working days. The exact timing is set by your bank and card network, and is outside our control.

07 Wallet balances

Your ChargeZippy wallet is a closed-loop prepaid balance, usable only to pay for ChargeZippy services.

• Top-ups are used to pay for charging sessions and reservations. They are not a deposit and earn no interest.
• Money you have paid in does not expire. You may request withdrawal of an unused balance at any time, to your original payment method, subject to identity verification.
• Promotional or bonus credit — anything we gave you free, or as a goodwill gesture, rather than money you paid — is not withdrawable as cash and may carry an expiry date. Where credit is promotional we will say so clearly when we give it to you.
• Withdrawal requests are processed within 2 working days, then take the timeline in section 5 to reach you.
• You must withdraw any remaining balance before you ask us to delete your account. See the Privacy Policy.

08 Cancelling a session or reservation

Charging sessions

You may stop a charging session at any time, from the app or at the charge point. Billing stops at the moment energy delivery stops. You pay for what was delivered; anything pre-authorised above that is released.

Reservations

• Cancel more than 15 minutes before your slot: full refund of the reservation fee.
• Cancel within 15 minutes of your slot, or do not turn up: the reservation fee may be retained, because the charge point was held out of service for you.
• If we cancel — because the charger became faulty or unavailable: full refund, always.

09 How to request a refund

Contact us within 7 days of the session, and include as much of the following as you can:

• your registered mobile number or email address;
• the session ID or charge point ID;
• the date, time and approximate amount;
• the payment transaction reference, if you have it;
• a short description of what went wrong, and a photo of the charger screen if it showed an error.

What happens next. We acknowledge every request within 24 hours, investigate — which may mean pulling meter readings from the charge point — and give you a decision within 5 working days. If we approve it, we initiate the refund and send you a confirmation with a reference number.

10 If you are unhappy with our decision

Escalate to our Grievance Officer, Mr Sivaprasad Damodaran, whose full details are in the Privacy Policy. We will review the decision and respond within 15 days, as required by the IT Rules.

You also retain your rights under the Consumer Protection Act, 2019, including the right to approach a Consumer Disputes Redressal Commission. Nothing in this policy limits those rights.

Before raising a chargeback with your bank, please talk to us. A chargeback for a session that was correctly delivered and billed may be contested with evidence from the charge point's meter, and repeated fraudulent chargebacks may result in your account being suspended under our Terms & Conditions. In almost every case we can resolve the issue faster than your bank can.

11 Contact us