Implementation Date: September 2024
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At ChargerExchange, our priority is to ensure a safe and satisfying experience for all users, both charger owners and EV drivers. However, we understand that unforeseen situations can arise, and therefore, we have implemented a clear and transparent process to resolve any disputes that may arise while using the app.
Below, we describe how to handle situations where a user encounters issues with a reservation, such as lack of access to a charger, an unavailable charger, or a lack of response from the owner.
1. Common Types of Disputes
The most common disputes that may arise include:
- Lack of access to the charger: The user reserves and pays for a charger, but upon arrival at the location, they cannot access it.
- Charger disabled or out of service: The charger is not working or has been disabled by the owner, without prior notice to the user.
- Owner Unresponsiveness: The owner does not respond to user messages or calls when a problem arises.
2. Dispute Resolution Process
Step 1: Direct Communication
- First and foremost, ChargerExchange encourages direct communication between the charger owner and the user. If a problem arises, both parties are expected to communicate through the platform using internal messaging tools.
- Recommended response time: The owner must respond within 30 minutes of the onset of the problem.
Step 2: Opening a Dispute
If the issue cannot be resolved directly, the user can initiate a dispute by following these steps:
- Start a Dispute: Within the app, the user must select the reservation in question and click “Report a Problem.” There, they can describe the situation and attach evidence (photos, screenshots, etc.).
- Response Time: Once a dispute is opened, the ChargerExchange support team will review the case within 24 hours.
Step 3: Research and Review
The support team will take the following actions to resolve the dispute:
- Reservation Review: Reservation details (date, time, charger location, etc.) will be reviewed.
- Evidence Review: Evidence submitted by both parties (user and owner) will be evaluated.
- Owner Contact: If the owner has not responded, the ChargerExchange team will contact them directly to obtain their version of events.
Step 4: Resolution
Once the dispute has been investigated, ChargerExchange will make a decision based on the evidence and the nature of the problem. Possible resolutions include:
- Full or Partial Refund: If the charger was inaccessible or not working properly, and it is determined that the user was unable to charge their vehicle, a full or partial refund will be issued as appropriate.
- Alternative Compensation: In some cases, the user may be offered compensation in the form of credits for future bookings or an extension of the loading time.
- Owner Penalty: If the owner is found to have breached their obligations (for example, by not disabling their charger’s availability or by not responding), they may face penalties such as temporary account suspension or permanent removal from the platform.
Step 5: Communication of the Resolution
The ChargerExchange team will communicate the final resolution to both parties via in-app notifications and email. The process must be completed within 72 hours of the dispute being opened.
3. Refund Policy
If the user could not access the reserved charger or the charger was not working:
- Full Refund: Will apply if there was no use of the charger and the problem was the owner’s responsibility.
- Partial Refund: If the user was able to partially charge their vehicle but experienced issues, a partial refund may be issued for the unused time.
4. Sanctions and Penalties
To ensure owners keep their chargers available and functional, ChargerExchange may impose penalties in cases of serious or repeated non-compliance:
- Initial Warning: For the first violation, the owner will receive a formal warning and be encouraged to address the issue.
- Temporary Suspension: If the owner fails to comply with the regulations on several occasions, their account will be temporarily suspended.
- Permanent Removal: In extreme cases, such as fraud or repeated neglect, ChargerExchange reserves the right to permanently remove the owner from the platform.
5. Preventive Solutions
To minimize the occurrence of disputes, ChargerExchange takes the following preventive measures:
- Owner and Charger Verification: Owners must verify their contact information and ensure their chargers are properly registered and in optimal working order.
- Proactive Notifications: The app will send reminders to owners when a reservation is upcoming, and users will be automatically notified if the owner changes the charger’s status.
- Ratings and Reviews: Users can rate owners and leave reviews about their charging experience, helping maintain high quality standards within the platform.
6. Escalation to Third Parties
If either party is dissatisfied with the resolution provided by ChargerExchange, they may escalate the dispute to an external body, such as an independent mediator or arbitrator, in accordance with local consumer protection laws.
7. Contact Support
If users need additional assistance, they can contact the ChargerExchange support team via:
- Email: [email protected]
- Help Center: Available in the app and on the web.
ChargerExchange is committed to resolving any dispute fairly, efficiently, and quickly, ensuring a positive experience for both owners and users. This process is designed to provide clarity and transparency, protecting the rights of both parties.
