1. Scope
1.1This Policy explains how refunds and cancellations work for the in-app wallet, prepaid charging, reservations, and failed or interrupted sessions on the "EVIT Charge" app and the EVIT / EVI-Grid network. It forms part of, and should be read with, our Terms & Conditions and Privacy Policy.
1.2Payments and refunds are processed through our third-party payment gateway, Razorpay. We do not store your full card details.
2. Wallet top-ups
2.1Money you add to your in-app wallet ("top-up") is a prepaid balance to pay for charging and related services on the network.
2.2A top-up is not itself a charge for energy; it is applied to your charging sessions as you use the Service.
2.3Unused wallet balance - you may request a refund of your unused wallet balance that was funded by you (excluding any promotional credits, cashback, or bonuses, which are non-refundable and non-transferable). We will refund the unused self-funded balance to your original payment source, subject to identity verification and deduction only of amounts already due or legally required.
2.4Promotional credits, discounts, and bonus amounts are not redeemable for cash and may expire or be withdrawn in accordance with their specific terms.
3. Prepaid charging - holds, capture, and release
3.1When you start a session, we may place a temporary hold on an estimated amount from your wallet (or payment instrument) to cover the expected cost.
3.2On completion, we capture the actual amount due for the energy or time consumed at the applicable tariff.
3.3Any remainder (the held amount in excess of the actual amount due) is released back to your wallet automatically, or refunded to the original payment source where the hold was placed on your payment instrument. Release to the wallet is typically immediate; refunds to the original source follow the timeline in Section 7.
4. Failed, interrupted, or faulty sessions
4.1If a session fails to start, is interrupted, or delivers less energy than charged due to a charger fault, network issue, or error on our side, you will be charged only for the energy actually delivered, and any excess held or captured amount will be refunded to your wallet or original payment source.
4.2If you are charged where no energy was delivered, the full amount for that session will be refunded.
4.3To claim, raise a request as described in Section 8 with your session / receipt details. We may verify the session and charger logs before processing the refund.
4.4We are not responsible for losses caused by factors outside our control (such as your vehicle, grid power, or third-party charger faults) beyond refunding amounts you were charged but for which energy was not delivered, except as required by law.
5. Reservation cancellation
5.1Where reservations are offered, you may cancel a reservation through the app before the reservation window begins [confirm free-cancellation window].
5.2If a reservation carries a hold or fee, cancellation within the permitted window releases the hold; cancellation after that window, or a no-show, may result in a reservation fee being retained as shown in the app at the time of booking [confirm reservation fee / forfeiture terms].
5.3If we or the operator cancel a reservation (for example due to charger unavailability), any reservation hold or fee is refunded in full.
6. Non-refundable items
6.1The following are non-refundable except where the law requires otherwise: promotional credits, cashback, bonuses, and discounts; amounts for energy or time actually delivered to you; and any platform / convenience fee already earned for a completed service.
7. Refund method and timelines
7.1Refunds are made to the original payment source through Razorpay, or credited to your in-app wallet, as applicable to the transaction.
7.2Once we approve and initiate a refund, it is typically credited within 5-7 business days, though the exact time depends on Razorpay, your bank, and card network. Wallet credits are usually immediate.
7.3We will keep you informed of the status of an approved refund. Delays attributable solely to your bank or the payment network are outside our control.
8. How to request a refund or cancellation
8.1Raise a request through in-app support, or contact us at support@evi-grid.com, with your registered mobile number, session / transaction reference, and a description of the issue.
8.2Grievance Officer - if your request is not resolved to your satisfaction, contact our Grievance Officer: [Grievance Officer Name], [Grievance Officer Email] / [Grievance Officer Phone].
8.3We will acknowledge your request within 48 hours and endeavour to resolve it within 30 days, consistent with the Consumer Protection (E-Commerce) Rules, 2020.
9. Chargebacks
9.1If you believe a charge is incorrect, please contact us first - we can usually resolve wallet, hold, and session issues faster than a bank dispute.
9.2Raising a chargeback or payment dispute without first attempting resolution with us, or raising one in bad faith or for a session where energy was in fact delivered, may be treated as misuse and may result in suspension of your account pending resolution, in accordance with the Terms & Conditions. We reserve the right to contest chargebacks we believe are unjustified and to submit session and transaction evidence to the payment gateway and your bank.
10. Governing law and grievances
10.1This Policy is governed by the laws of India and is subject to the governing-law, jurisdiction, and consumer-rights provisions of our Terms & Conditions (Section 18), including your rights under the Consumer Protection Act, 2019.
10.2We may update this Policy from time to time; the current version is published at evi-grid.com with its Effective Date.