Return, Cancellation & Refund Policy
Contents
- Scope
- Charging Services Already Consumed
- Cancellation Before or During Charging
- Failed Payment / Amount Debited but Service Not Received
- Duplicate or Excess Payment
- Charging Credit Not Reflected
- Charging Session Billing Dispute
- Refund Request
- Refund Approval
- Refund Method
- Refund Timeline
- Non-Refundable Items
- Physical Equipment Returns
- Chargebacks
- Contact
1. Scope
This policy applies to payments made to ChargeMe for EV charging services, charging-credit top-ups and other eligible ChargeMe services. Where ChargeMe separately sells physical EV charging equipment under a quotation, purchase order or sales contract, the product-specific warranty, delivery, return and replacement terms in that transaction will also apply.
2. Charging Services Already Consumed
A completed charging session, or the portion of a session for which electricity/service has already been delivered, cannot ordinarily be returned. Charges for correctly delivered charging services are non-refundable except where required by applicable law or where ChargeMe confirms a billing, technical or system error.
3. Cancellation Before or During Charging
Where the system permits, a user may cancel before charging begins or stop an active session. Any electricity or chargeable service already delivered before the session stops remains payable. A cancelled authorization or unused amount will be handled according to the applicable payment method and transaction status.
4. Failed Payment / Amount Debited but Service Not Received
If a customer’s account is debited but ChargeMe does not receive a successful payment confirmation or the purchased charging credit/service is not provided, the customer should report the transaction reference. ChargeMe will verify the gateway and internal transaction records and will either correct the charging-credit/service record or initiate an eligible refund.
5. Duplicate or Excess Payment
If the same transaction is charged more than once, or an excess amount is collected because of a verified processing error, ChargeMe may reverse, adjust or refund the verified duplicate/excess amount after reconciliation.
6. Charging Credit Not Reflected
If a successful charging-credit top-up is confirmed by the payment system but is not reflected in the ChargeMe account, ChargeMe will verify the transaction. Upon verification, ChargeMe will either credit the correct amount or initiate a refund where appropriate.
7. Charging Session Billing Dispute
A customer who believes a charging session was incorrectly billed should provide the transaction/session ID, charger/location information, date/time and a short description of the issue. ChargeMe may review charger meter values, OCPP/session records, payment records and other relevant system logs before determining whether an adjustment or refund is due.
8. Refund Request
Refund requests must be submitted through ChargeMe’s official support/contact channel with sufficient transaction information for verification. ChargeMe may request reasonable supporting information to confirm the payment, user account and charging session.
9. Refund Approval
A refund may be approved where ChargeMe verifies a duplicate/excess payment, payment without corresponding service, material billing error, service not provided, or another valid basis under applicable law or the applicable payment arrangement. Approval is subject to transaction verification.
10. Refund Method
Where technically available, an approved refund will normally be returned to the original payment method used for the transaction. Refund processing may be subject to the procedures of SSLCOMMERZ, the acquiring bank, issuing bank, card network, mobile financial service, internet-banking provider or wallet provider.
11. Refund Timeline
Approved refunds will be processed by ChargeMe within 7 to 10 working days from the date the refund is approved. After ChargeMe/payment-gateway processing, the time for the amount to appear in the customer’s account may depend on the relevant bank, card issuer, mobile financial service, internet-banking provider or wallet provider.
12. Non-Refundable Items
Unless required by applicable law, the following are generally non-refundable: charging services already correctly consumed; promotional, bonus or complimentary credits; expired promotional benefits; losses resulting from user error, incompatible vehicle/connector use or breach of charging-site rules; and amounts not supported by a verified ChargeMe/payment transaction.
13. Physical Equipment Returns
If ChargeMe sells physical chargers or accessories online in the future, the applicable product page or sales contract will state delivery, inspection, warranty, return and replacement conditions. Until such online retail sales are offered, this policy should not be interpreted as offering a general right to return charging hardware that was supplied under a separate commercial contract.
14. Chargebacks
Customers are encouraged to contact ChargeMe first so that transaction issues can be investigated promptly. Chargeback rights, where applicable, are governed by the customer’s bank/card/payment-provider rules and applicable law.
15. Contact
For cancellation, refund or billing support, email partner@chargemesg.com or use the official ChargeMe Contact Us page at www.chargemesg.com.
ChargeMe EV Guide app support: support@chargemesg.com