Charging Session Refund Policy

Effective Date: 24th April 2025 (Last Updated: 24th April 2025)

1. User Registration

Any individual seeking to access the services provided by Bolt.Earth must register as a user ("User" or "Customer") through the Bolt.Earth EV Charging mobile application ("Application"), available for download on the Google Play Store or Apple App Store.

1.1 Registration shall require submission of essential personal details including, but not limited to, the User's full name, valid mobile number, and email address.

1.2 The User may register using a valid mobile number or email address.

1.3 Bolt.Earth reserves the right to request additional personal or vehicle-specific information post-registration, depending on the scope of services requested by the User.

2. Charging Session

2.1 A Charging Session shall commence upon successful booking of the charger via the Application or CMS dashboard and activation of charging from the charger's end.

2.2 A session shall be deemed Terminated when the booking time elapses or the estimated energy to be consumed during the session is fully dispensed by the charger.

2.3 A session shall be deemed Ended when it is manually ended by the User via the Application or CMS dashboard.

2.4 A session shall be deemed Cancelled if (i) the charging does not commence following a successful booking; or (ii) no energy is dispensed during the session.

Note: It is the responsibility of the User to ensure that the charging session has begun and completes successfully. Users may confirm the status of charging through (a) the LED indicators on the charger; or (b) the "Monitor Charging" screen available on the Application.

For Bluetooth-enabled chargers, real-time consumption data is shown on the monitor screen if the mobile device is connected to the charger. For internet-connected chargers, consumption is updated in real time.

3. Refund Eligibility and Conditions

3.1 Refunds shall be processed only in cases where the charging session is adversely affected by a technical fault attributable to the Bolt.Earth charging device, and only if the User's attempt to sync the session fails and the issue is reported within five (5) calendar days from the date and time of the booking.

3.2 The following scenarios shall qualify for partial or full refund eligibility, subject to the above conditions:

The device transitions to an auto cut-off state immediately after initiating a "Start Charging" command.
The device fails to dispense energy due to a firmware malfunction, including but not limited to a "Programming Error" state (as may be indicated by the device's LED status or system diagnostics).
The payment is successfully completed, but the User is unable to initiate the charging session. Upon validation of the transaction ID and internal verification, a refund shall be processed if found eligible.

Note:

Refund requests will not be entertained for sessions where energy has been dispensed successfully or where the device is found to be functional, unless otherwise stated herein.
In cases where the charging session terminates abruptly due to a technical malfunction and only partial energy is delivered, a partial refund may be initiated based on actual energy usage.
In the event of a payment failure during transaction processing, Users shall automatically receive refunds within 7 business days via the payment gateway. Bolt.Earth shall not be held liable for delays arising from banking or third-party gateway partners.

4. Refund Procedure and Timeline

4.1 The User may initiate a refund request by sending an email to [email protected], clearly stating the reason for the refund and attaching relevant transaction references, including booking ID, transaction ID, session time, and any supporting evidence.

4.2 Refund requests must be submitted within five (5) calendar days from the date and time of the original booking. Requests made beyond this period shall not be eligible for refund consideration.

4.3 Upon submission, the refund request will undergo a validation process, which may take 3 to 5 business days for review and settlement.

4.4 Sync-Based Refunds (For Bluetooth Chargers)

4.4.1 Upon completion of a session on a Bluetooth-enabled charger, the User must immediately sync with the same charger through the Application to update the final energy consumption of the session. This sync must occur in close proximity to the charger, as the process is facilitated via Bluetooth. The sync option is available under "Previous Bookings" within the Application for the respective session. Once successfully synced, the refund amount based on the final energy consumption will be processed automatically. If the sync fails, the User may report a refund request within five (5) calendar days from the original booking time.

4.4.2 The User must complete the sync within five (5) calendar days of the booking. Syncing is mandatory for refund eligibility; failure to do so will render the session non-refundable.

4.4.3 Upon verification by the Bolt.Earth support team, refunds shall be processed based on the actual energy consumption. All relevant booking and transaction details must be submitted for verification.

4.4.4 Important Notes:

If, after a successful sync, the actual energy consumption is greater than the estimated consumption for the charging session, the additional amount will be automatically deducted from the User's wallet.
For internet-connected chargers, energy consumption is updated in real time and reflected directly in the Application. In case the updated values are not visible, the User must wait until the charger is reconnected to the internet. The User's device must also be connected to the internet for automated refund processing post session end.

4.4.5 If no sync occurs and the issue is not reported within five (5) calendar days, the recorded energy consumption and billing for the session shall be treated as final and binding, and no refund shall be processed thereafter.

5. General Disclaimer