Cancellation and Refund Policy

Last Updated on 19 March 2026

This Cancellation and Refund Policy forms an integral part of the Reliable Charge Terms of Service and governs refund eligibility for payments made through the Reliable Charge electric vehicle charging platform.

Reliable Charge is committed to providing dependable and transparent electric vehicle (EV) charging services. This Cancellation and Refund Policy outlines the terms governing cancellation requests, refunds, wallet balances, and payment reversals for charging sessions conducted through the Reliable Charge platform, including its mobile applications, website, and charging infrastructure.

By accessing or using Reliable Charge services, users acknowledge and agree to the terms set forth in this policy.

1. Definitions

For the purposes of this policy:

“Charging Session” means the period during which an electric vehicle is connected to a Reliable Charge charging station and electrical energy is delivered to the vehicle.

“Charging Session Cancellation” means a charging session may be cancelled by the user prior to the commencement of electricity delivery. If a session is cancelled before energy delivery begins, the transaction amount may be automatically reversed or refunded according to the payment method used.

“Transaction” means any payment processed through the Reliable Charge platform for the purpose of initiating or completing a charging session.

“Wallet” means the prepaid digital balance maintained within a user’s Reliable Charge account and used for purchasing charging services.

“Failed Session” refers to a charging attempt where payment was successfully processed but electricity was not delivered to the vehicle.

“Interrupted Session” refers to a charging session that began successfully but terminated prematurely due to charger malfunction, network failure, or system error.

“Roaming Session” refers to a charging session initiated through a third-party mobility platform or partner charging network integrated with Reliable Charge through interoperability protocols.

2. Scope of Policy

This policy applies to all payments made through the Reliable Charge platform, including but not limited to:

Mobile application payments
Wallet payments
UPI transactions
Debit card or credit card payments
Net banking transactions
Payments initiated through partner platforms or roaming networks

Reliable Charge reserves the right to determine refund eligibility based on charging session records, backend platform data, and operational logs.

3. Refund Eligibility

Users may be eligible for a full or partial refund under the following circumstances:

3.1 Failed Charging Session

Where a payment is successfully processed but the charging session fails to start and no electricity is delivered.

3.2 Charger Malfunction

Where a charging station fails to deliver electricity due to equipment malfunction after payment has been processed.

3.3 Interrupted Charging Due to Infrastructure Failure

Where a charging session begins but terminates prematurely due to charger malfunction, backend system error, or infrastructure failure attributable to Reliable Charge.

3.4 Duplicate or Incorrect Transactions

Where a user is charged multiple times for the same charging session due to system error or payment gateway malfunction.

3.5 Unauthorized Charges

Where a transaction occurs without a charging session being initiated due to a technical or system error.

Reliable Charge will review each case individually and may issue a full or partial refund depending on the nature of the incident.

4. Minimum Energy Threshold for Refund Evaluation

To maintain fairness and prevent misuse of refund claims, Reliable Charge applies a minimum energy delivery threshold when evaluating charging disputes.

Where a charging session terminates within the initial minutes of operation and less than 0.5 kWh of electricity has been delivered, the session may be treated as a failed charging attempt and may qualify for a full refund, subject to investigation.

Where energy delivery exceeds this threshold, the session may be considered partially completed, and refundsif applicablemay only apply to the undelivered portion of the service.

Reliable Charge reserves the right to modify the minimum energy threshold based on charger technology or operational requirements. Reliable Charge reserves the right to determine the applicable refund amount based on charger logs and billing records.

5. Automatic Refunds for Failed Charging Sessions

In certain cases, Reliable Charge may automatically initiate refunds without requiring a formal request from the user.

Automatic refunds may be triggered where system records indicate that:

Payment was processed but the charging session did not begin, or
Charging infrastructure failed before electricity delivery commenced.

Such automatic refunds may be credited to the user’s Reliable Charge wallet or original payment method depending on the payment type.

6. Situations Where Refunds May Not Be Granted

Refunds may not be granted under the following circumstances:

The charging session completed successfully and electricity was delivered.
The charging session was manually stopped by the user.
The vehicle reached its battery capacity during the session.
Charging interruptions occurred due to vehicle-side issues.
Vehicle incompatibility prevented charging.
The user selected an incorrect charger type or connector.
External factors such as poor internet connectivity on the user’s device prevented session control.

Reliable Charge reserves the right to determine refund eligibility solely based on operational records and charger logs.

7. Refund Request Timeframe

Refund requests must be submitted within 48 hours of the transaction or charging session completion.

In exceptional circumstances, Reliable Charge may review requests submitted within seven (7) days of the transaction date.

Requests submitted after this period may not be eligible for investigation.

8. Refund Request Procedure

Users seeking a refund must submit a request to the Reliable Charge support team and provide the following information:

Full name
Registered phone number and email address
Transaction ID or charging session reference
Date and time of the transaction
Description of the issue encountered

Refund requests may be submitted via email:

support@reliablecharge.com

Reliable Charge may request additional information where necessary to investigate the claim. Reliable Charge customer support operates Monday to Saturday between 10:00 AM and 6:00 PM IST, excluding public holidays.

9. Refund Investigation Process

All refund requests are reviewed using internal operational records including:

Charging station logs
Backend platform records
Transaction records
Network communication logs

These records shall be considered the final and authoritative source of information when determining whether a charging session occurred and whether electricity was delivered.

Reliable Charge reserves the right to reject refund claims where system records confirm successful service delivery.

10. Refund Processing Timeline

Where a refund request is approved, Reliable Charge will initiate the refund within nine (9) business days from the date of approval.

Refunds may be processed in one of the following ways:

Credited to the Reliable Charge wallet
Refunded to the original payment source

The applicable method will depend on the payment method used during the transaction.

11. Payment Gateway Charges on Refunds

Transactions conducted through online payment methods such as UPI, debit card, credit card, or net banking may incur payment processing charges imposed by third-party payment processors including Razorpay.

These processing fees are non-refundable to Reliable Charge.

Accordingly, where a refund is processed back to the original payment source, Reliable Charge reserves the right to deduct applicable payment gateway processing charges, which may be up to 2% of the transaction value, from the refund amount.

Refunds credited to the Reliable Charge wallet will generally not attract such deductions.

12. Wallet Usage and Withdrawal Rules

The Reliable Charge wallet is designed as a prepaid balance for purchasing EV charging services through the Reliable Charge platform.

Wallet balances are generally non-withdrawable and may only be used for charging services.

Where refunds are approved, the refund amount may be credited to the user’s Reliable Charge wallet.

Requests to transfer wallet balances back to a bank account or original payment method may be subject to review and may attract applicable payment gateway deductions as described in this policy.

Reliable Charge reserves the right to restrict wallet withdrawals where misuse or abuse of wallet functionality is detected.

13. Roaming Network Transactions

Certain charging sessions may be initiated through third-party mobility service providers or partner charging networks integrated with Reliable Charge.

Refund requests related to such roaming sessions may require coordination with the respective partner network for verification and investigation.

Accordingly, refund processing for roaming sessions may require additional time depending on the response and investigation timelines of the relevant partner network.

14. Charger Log Evidence Clause

Reliable Charge charging stations generate operational logs that record charging session details including session start time, stop time, energy delivered, connector usage, and system status.

In the event of a billing dispute or refund request, charger logs and backend system records maintained by Reliable Charge shall be considered the primary and conclusive evidence for determining the validity of the charging session and the amount of electricity delivered.

15. Energy Billing Accuracy Clause

All charging session billing is calculated based on the electricity delivered by the charging station as recorded by the charger’s certified metering system and backend platform.

Users acknowledge that billing calculations derived from these records shall be considered accurate and binding for the purpose of transaction settlement, except where a verified system error is identified.

16. Session Start Authorization Clause

A charging session is initiated only after successful authorization through the Reliable Charge platform, which may include authorization through the mobile application, RFID card, QR code activation, or partner mobility platforms.

Once a charging session has been successfully authorized and initiated through any approved method, the session shall be deemed to have been validly initiated by the user or an authorized device associated with the user’s account.

Reliable Charge shall not be responsible for unauthorized use of a user’s account, RFID card, or mobile application credentials, and any charging session initiated through such authorized access shall be considered a valid transaction.

Users are responsible for maintaining the security of their account credentials and authorized charging devices.

17. Fraud Prevention and Abuse of Policy

Reliable Charge reserves the right to investigate refund requests and reject claims where fraudulent activity, repeated unjustified refund requests, or misuse of the charging infrastructure is suspected.

Where misuse is identified, Reliable Charge may suspend or terminate user accounts or restrict access to services.

18. Final Settlement and Transaction Authority

All financial transactions conducted through the Reliable Charge platform are processed through third-party payment gateways, banking partners, or partner networks.

Reliable Charge shall not be responsible for delays or processing timelines attributable to payment processors, financial institutions, or roaming network partners.

Refunds processed in accordance with this policy shall constitute full and final settlement of the respective transaction, and users agree that no additional claims shall arise once a refund has been completed.

19. Limitation of Liability

Reliable Charge shall not be liable for any indirect, incidental, or consequential damages arising from:

Vehicle malfunction or battery issues
Manufacturer-specific charging limitations
Network outages beyond reasonable control
Third-party service disruptions

Charging speed and availability may vary depending on vehicle compatibility, battery condition, environmental factors, and grid availability.

20. Policy Updates

Reliable Charge reserves the right to update, amend, or modify this Cancellation and Refund Policy at any time.

Updated versions will be published on the Reliable Charge platform with a revised “Last Updated” date.

Users are encouraged to review this policy periodically to stay informed about the latest terms governing refunds and cancellations.

21. Governing Law and Jurisdiction

This Policy shall be governed by and interpreted in accordance with the laws of India.
Any disputes arising from or related to this Policy shall be subject to the exclusive jurisdiction of the courts located in Delhi.

22. Force Majeure

Reliable Charge shall not be liable for any failure or delay in providing services due to events beyond its reasonable control, including but not limited to power outages, natural disasters, grid failures, government actions, telecommunications failures, or network disruptions.