Legal

Charging Session Refund Policy

Effective date: [To be finalized before Layer 2 payment launch] Version: Draft 1.0 (V1 prototype)

When you get a refund automatically

You get a full refund of any unused hold (and any wrongly captured charge) when:

  • The session failed to start after payment was authorized — for example, the charger never unlocked or never began delivering power.
  • The charger cut off mid-session because of a fault on our side or the CPO's side (not because you stopped it).
  • The session lasted less than 2 minutes and delivered less than 0.1 kWh.
  • Payment was authorized but the session never began within 5 minutes.

In these cases you should not need to do anything. The unused amount returns to your original payment method.

When you don't get a refund

You are billed for energy already delivered when:

  • You stopped charging yourself after more than 5 minutes of a working session.
  • You disconnected the cable early — any charge already delivered is billed; only the unused part of the hold is released.
  • You no-showed on a reservation after the grace period ended (reservation holds, when live, follow the same rule).

Stopping early does not wipe the bill for power you already used. That is intentional — the CPO delivered that energy.

How refunds work

  • Refunds go back to the same payment method you used (UPI, card, or netbanking).
  • In most cases the unused hold is released within 2 hours. Card refunds can take up to 5 business days to show on your statement.
  • Refunds are processed by Razorpay on our behalf. You will get an in-app notification when a refund is processed.
  • Your final charge will never exceed the amount you pre-authorized before the session started.

What to do if a refund doesn't arrive

  1. Check your UPI app or bank statement — card refunds can take a few business days.
  2. Note your session ID (shown on the session receipt and in your history).
  3. Message us on WhatsApp from Profile → Help & Support and include that session ID.

We will look up the session and tell you where the refund stands.

Disputes

You have 7 days from the end of a session to raise a dispute (wrong amount, session marked complete when it failed, etc.).

We review disputes within 3 business days. If we agree, we reverse or adjust the charge. If we need more detail, we will ask you on WhatsApp.

Session pricing transparency

Before you start charging, the app shows the exact ₹ breakdown:

  • Energy cost = kWh delivered × price per kWh
  • Platform fee (shown separately)
  • Total hold amount (the maximum that can be captured)

The final charge cannot exceed the pre-authorized hold. If you use less energy than the hold covers, the difference is refunded automatically.

Questions? WhatsApp us: Profile → Help & Support