REFUND POLICY
1. Introduction
This Refund Policy outlines the circumstances under which users of the Charger Electric Vehicle Charging Service (the “Service”) can request a refund. Our goal is to provide clear, fair, and transparent guidelines regarding our refund process. This policy applies to all users of the Service, including those who access the Service through our mobile application and website.
2. Definitions
- “User”: Any individual or entity that uses the Service.
- “Service”: The electric vehicle charging solutions provided by CHARGER ELECTRIC VEHICLES CHARGING STATIONS MANAGEMENT & OPERATION L.L.C., including instant charging, scheduled charging, and subscription packages.
- “Subscription”: Recurring service packages offered by the Company to Users.
- “Technical Issues”: Problems with the Service that prevent the completion of a charging session as intended.
3. Eligibility Criteria for Refunds
Refunds may be issued under the following conditions:
- Service Cancellation by Company: If a scheduled charging session is cancelled due to unforeseen circumstances on the part of the Company, including but not limited to technical failures or service provider unavailability.
- Technical Issues: If the charging session is interrupted or cannot be initiated due to technical malfunctions of the Service software or hardware.
- Billing Errors: If there is a discrepancy or error in the billing process attributable to the Company.
4. Non-Eligible Circumstances for Refunds
Refunds will not be provided in the following scenarios:
- User Cancellation: If the User cancels a charging session less than 3 minutes after it was ordered.
- Outside Coverage Area: If the User attempts to use the Service outside the designated service areas, currently limited to Dubai.
- Misuse of Service: If the service interruption is due to misuse or improper use of the Service by the User.
5. Refund Request Process
To request a refund, Users must follow these steps:
- Contact Customer Support via email at support@chargeruae.com or call 800charger within 48 hours of the incident.
- Provide a detailed description of the issue encountered and any relevant transaction information (e.g., date and time of service, amount charged).
- Await confirmation of your refund request; our support team may contact you for further information or clarification.
6. Processing Timeframe for Refunds
- Refund requests will be processed within 30 working days from the date of receipt. The actual timeframe for the refund to be credited to the User’s account may vary depending on the payment method used and the policies of the User’s bank or payment provider.
- Users will be notified via email once their refund has been processed.
7. Refund Methods
- Refunds will initially be credited to the User’s in-app wallet, available for future use within the Service.
- Should the User prefer a refund to their bank account, they must explicitly request this during the refund process. Additional information may be required to process a bank transfer.
8. Subscription Cancellations
Users may cancel their subscriptions at any time through the settings within the Service’s mobile application or by contacting customer support directly. Subscription fees already paid are generally non-refundable, except in cases where the user can demonstrate that the Service was not available or usable due to reasons attributable to the Company, including significant service interruptions or failures.
9. Modifications to Services or Prices
The Company reserves the right to modify the pricing, scope, or features of the Service or Subscription packages at any time. Users will be notified of significant changes in advance through the contact information provided in their account settings. If such changes materially diminish the Service, users may be eligible for a prorated refund for the remaining period of their subscription, at the Company’s discretion.
10. User Responsibilities
To facilitate a smooth refund process, users are responsible for:
- Providing accurate and up-to-date payment information.
- Notifying the Company immediately of any unauthorized charges that may affect the refund process.
- Adhering to the Service’s terms of use, as misuse or abuse of the Service may invalidate refund requests.
11. Limitations of Liability
The Company’s liability in connection with any service failure, including those eligible for refunds, shall be limited to the amount paid by the user for the service. The Company is not liable for indirect, incidental, or consequential damages arising from the use of the Service, to the extent permitted by applicable law.
12. Dispute Resolution
In the event of a dispute regarding refunds, users are encouraged to contact the Company’s customer support in the first instance. If the dispute cannot be resolved through customer support, users agree to submit to the exclusive jurisdiction of the Dubai courts for the resolution of any such disputes, in accordance with the laws of the United Arab Emirates.
13. Policy Updates
The Company may update this Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. Users will be notified of any material changes through the Service or via the email address associated with their account.
14. Contact Information
For any questions or comments about this Privacy Policy, the practices of this Service, or your dealings with this Service,
please contact us at:
- Email: support@chargeruae.com
- Phone: 800charger
15. Governing Law
This Refund Policy is governed by and construed in accordance with the laws of the United Arab Emirates, without giving effect to any principles of conflicts of law. Users agree that any action at law or in equity arising out of or relating to their use of the Service or this Refund Policy shall be filed only in the courts located in Dubai, United Arab Emirates, and users hereby consent and submit to the personal jurisdiction of such courts for the purposes of litigating any such action.
By using the Service, users acknowledge that they have read this Refund Policy in its entirety and agree to its terms.
