This Refund & Cancellation Policy applies to EV drivers and users who access PlugWay charging stations through the PlugWay mobile application, QR payment system, RFID, or any other payment interface provided by PlugWay EV Pvt. Ltd. (“PlugWay,” “we,” “our,” or “us”).

For any refund or cancellation requests, please contact:
📧 info@plugway.co.in

1. Charging Session Payments

When you initiate a charging session:

• Charges are calculated based on energy consumed (kWh), time-based tariffs, or session fees as displayed before starting the session.

• Applicable taxes and payment gateway charges may apply.

• Payment may be collected via wallet balance, UPI, card, or other supported methods.

By starting a session, you agree to the displayed pricing.

2. Session Cancellation

2.1 Before Work Commencement

If you stop the session before charging starts and no energy is dispensed, no usage charge will apply.
However, temporary authorization holds (if any) may reflect for a short period and will be reversed automatically.

2.2 After Charging Has Started

Once energy delivery begins:

• Charges are calculated based on actual consumption and applicable tariffs.

• Sessions cannot be retroactively canceled.

• Partial usage will still be billed.

3. Refund Eligibility

Refunds may be considered only in the following situations:

• Charging station malfunction resulting in no energy delivered but payment deducted.

• Duplicate payment for the same session.

• Incorrect billing due to a verified technical error.

• Wallet deduction without successful session start.

Refund requests are subject to internal verification of session logs and meter data.

4. Non-Refundable Scenarios

Refunds will generally not be provided for:

• User stopping the session voluntarily.

• Idle fees incurred due to vehicle remaining plugged in after charging completion.

• Network interruptions caused by user device connectivity.

• Vehicle-related issues preventing charging.

• Failure to follow on-screen instructions.

• Pricing disputes after session confirmation.

5. Wallet Top-Ups

Wallet top-ups are generally non-refundable.

• In exceptional cases (such as account closure), refund of unused wallet balance may be processed after verification.

• Promotional credits or bonus balances are non-transferable and non-refundable.

6. Refund Request Process

To request a refund, email:

📧 info@plugway.co.in

Include:

• Registered mobile number

• Charging station location

• Date and time of session

• Transaction reference ID

• Description of issue

Requests must be submitted within 7 days of the transaction.

7. Refund Processing Timeline

Review Period

Refund requests are reviewed within 5–7 business days after receiving complete details.

Refund Initiation

If approved, refunds are initiated within 5 business days.

Bank Processing Time

After initiation:

• UPI: 2–7 business days

• Debit/Credit Card: 5–10 business days

• NetBanking: 3–7 business days

Total expected timeline: 7–15 business days.

Refunds are processed to the original payment method wherever possible.

8. Chargebacks and Payment Disputes

Users are advised to contact PlugWay support before initiating a chargeback. Unauthorized chargebacks may result in:

• Temporary suspension of account access

• Investigation of usage logs

• Recovery actions as permitted under applicable law

9. Policy Updates

PlugWay reserves the right to modify this policy at any time. Updated versions will be posted on this page with a revised “Last Updated” date.