Charging Session Refund Policy
Effective Date: 01/11/2023
User Registration
To use our services, you must be a registered user. To register, download the Zynetic Electric Vehicles Charging App from the respective app stores and provide your personal information, such as phone number, email, and name. You can register using your phone number, email, or Facebook account. Additional personal information may be required after registration, depending on the services you request.
Connection to the Service
You can access the charging points using the Zynetic Electric Vehicles Charging App or through the CMS dashboard.
Charging Session
A charging session begins when you connect to the charging point through the app or CMS dashboard and ends when the timer for the session runs out or when you manually terminate the session from the app or dashboard. It is your responsibility to ensure that the charging session starts and completes correctly. You can refer to the LED status of the charger to verify the charging status.
Procedure for Requesting Refund
If you need a refund, you can request it through the app by providing the necessary details. Alternatively, you can contact the Zynetic Electric Vehicles Charging team by sending an email to support@zynetic.co with the reason for the refund request. Refunds will only be processed for requests submitted within 72 hours of the booking. Refund requests made after 72 hours of the booking date will not be eligible for refunds. The approval and settlement of refund requests may take up to 3 to 5 business days.
Eligibility Criteria for Refunds
Refunds may be considered under the following circumstances:
The device is unable to provide output even when there is a power supply.The device is inaccessible due to any software/firmware-related issue from the Zynetic Electric Vehicles Charging team (e.g., "Charger Error," "Unable to access Charger," "BLE/Connectivity issues," "Start charging" commands not executing, "Searching for charger," etc.).
The device is inaccessible due to any hardware-related issue from the Zynetic Electric Vehicles Charging team (e.g., relay issue, internal components damaged, PCB damaged, etc.). The device should be under warranty for this scenario. If the device is not under warranty at the time of the request, this shall not be considered for a refund.
The device moves to auto-cut off state automatically after sending "start charging" commands.
Device in "Programming Error" state due to firmware issue. (Please refer to LED status to identify the state of the device.)The device stopped abruptly due to some technical issues. In cases where there are energy consumption values, a partial refund can be done based on the usage.
In cases where the payment was successful, and the user was unable to go to the booking page, the transaction ID shall be collected from the user and cross-verified with the concerned team internally. If found eligible, a refund shall be processed for the user.
Refunds shall not be considered for any other cases, such as MCB not ON while trying to book, damaged device, bookings with proper energy consumption, fake bookings, wrong booking ID, etc. Refunds will not be considered in cases where the payment has failed, as the user will be refunded automatically within 7 business days by the payment gateway itself.
Disclaimer
The refund process may take an unexpected amount of time due to technical issues from banking partners. Zynetic Electric Vehicles Charging Pvt Ltd will not take liability in such cases.
