REFUND POLICY

PURPOSE:

This document outlines the terms and conditions governing refunds to customers of Zero Carbon Charge (Pty) Ltd.

REFUND ELIGIBILITY:

Refunds are eligible for transactions that meet the following criteria:

  • Technical malfunctions or errors resulting in overcharging.
  • Unsuccessful charging sessions due to equipment malfunction or power outage.
  • Any unauthorized charges on your account.

REFUND REQUEST PROCESS:

To request a refund, customers must contact our customer support team within 7 days of the transaction date.

Refund requests must include the following details:

  • Customer name and contact information.
  • Date and time of the transaction.
  • Transaction amount and any relevant transaction IDs or receipts.
  • Reason for the refund request, including any supporting documentation or evidence.

REFUND PROCESSING:

Once we receive your refund request, our customer support team will review the details provided.

We may require additional information or verification before processing the refund.

Refunds will be processed within 5-7 business days of approval.

Refunds will be issued to the original payment method used for the transaction.

NON-REFUNDABLE TRANSACTIONS:

Certain transactions are non-refundable and not eligible for reimbursement, including but not limited to:

  • Transactions made outside the specified refund eligibility period.
  • Transactions resulting from user error, including incorrect vehicle information or charging preferences.
  • Transactions involving lost or stolen access cards or credentials.
  • Transactions made in violation of our terms of service or usage policies.

DISPUTE RESOLUTION:

In the event of a dispute regarding a refund request, our customer support team will work with you to resolve the issue promptly and fairly.

If you are dissatisfied with the outcome of the dispute resolution process, you may escalate the matter to our management team for further review.

POLICY CHANGES:

Zero Carbon Charge (Pty) Ltd reserves the right to modify or update this refund policy at any time without prior notice.

Any changes to the refund policy will be communicated to customers through our website or other official channels.

By using our electric vehicle charging services, you acknowledge and agree to abide by the terms and conditions outlined in this refund policy. If you have any questions or concerns regarding our refund policy, please contact our customer support team for assistance.

EFFECTIVE DATE:

This policy will come into effect on 1 Nov 2024.