Implementation Date: September 2024
At ChargerExchange, we want to ensure our users have flexibility and clarity when managing their reservations. This policy covers all aspects related to reservation cancellations and applicable refunds for users and owners using the platform.
1. Cancellation Policy
1.1. Cancellations by the User
Users can cancel a booking for a particular charger at any time before the start of the charging session, and refunds will depend on when the cancellation is made. The different scenarios are detailed below:
- Cancellation before 24 hours of the start of the reservation:
- If the user cancels the reservation more than 24 hours in advance, they will receive a full refund less a 10% processing fee.
- Cancellation between 24 hours and 0 hours before the start of the reservation:
- If the cancellation is made between 24 hours and 0 hours before the start of the reservation, the user will not be entitled to a refund.
1.2. Cancellations by the Owner
If the owner cancels a reservation, ChargerExchange will take steps to protect the affected user:
- Full Refund: The user will receive a full refund of the amount paid if the owner cancels the reservation at any time.
- Additional Compensation: In the event of an unjustified cancellation by the owner, ChargerExchange may offer the affected user additional compensation in the form of credits for future bookings.
- Owner Penalty: Owners who cancel a booking without a valid reason may face penalties, such as reduced visibility of their shipper on the platform or temporary suspension of their account.
2. Return Policy
2.1. Charger Service Failures
If a user is unable to use the reserved charger due to a service failure (e.g. charger disabled, inoperative or inaccessible), the user has the right to request a refund or alternative compensation.
- Full Refund: If the user was unable to charge their vehicle at all, they will be entitled to a full refund of the amount paid.
- Partial Refund: If the user was able to partially charge their vehicle before the failure occurred, a partial refund will be applied, proportional to the unused time or incomplete charge.
2.2. Owner Not Available
If the owner of the charger does not respond or is unavailable at the time of booking, and this prevents the user from using the service, the user is entitled to a full refund.
2.3. Technical Errors on the Platform
If a technical error occurs on the app or web platform that prevents the charger from being booked or used properly, the user may request a full refund. Cases of technical errors include, but are not limited to:
- Platform failures that prevent the transaction from being completed.
- Communication problems between the app and the user.
3. Procedure for Requesting Cancellations and Refunds
3.1. Automatic Cancellations in the App
To cancel a reservation, users can do so directly from the ChargerExchange app by following these steps:
- Go to the My Reservations section.
- Select the reservation you wish to cancel.
- Click Cancel Reservation and confirm the cancellation.
3.2. Request a Refund
If the user wishes to request a refund due to a problem with the charger or a service failure, they must:
- Go to the Help and Support section within the app.
- Select Report a Problem and describe the incident.
- Attach any relevant evidence (photos, screenshots, etc.).
The ChargerExchange support team will review the case and respond within 48 hours.
4. Refund Terms
Once a refund is approved, the user will receive the corresponding amount back to their original payment method within 5 to 7 business days, depending on the bank or payment gateway’s processing times.
5. Special Cases
In exceptional situations, such as personal emergencies, power infrastructure failures, or natural disasters, ChargerExchange may flexibly consider cancellation and refund options, assessing the situation on a case-by-case basis and providing full or partial refunds as needed.
6. Exceptions to the Refund Policy
No refunds will be given in the following cases:
- If the user decides not to use the reserved charger without a justified reason and does not cancel the reservation within one hour prior to the reservation.
- If the user arrives late for the reservation and the charger is no longer available.
7. Modifications to the Cancellation and Refund Policy
ChargerExchange se reserva el derecho de modificar esta política en cualquier momento. Se notificará a los usuarios de cualquier cambio relevante a través de la app y de correos electrónicos, con un aviso mínimo de 30 días antes de que los cambios entren en vigor.
8. Contact the Support Team
For any additional questions or assistance regarding cancellations or refunds, users can contact the ChargerExchange support team via:
- Email: [email protected]
- Help Center: Available within the app and on the website.
This policy is designed to provide flexibility for users and owners, and to ensure fair and transparent service for everyone involved in the ChargerExchange platform.
