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Refund & Cancellation Policy

Last updated: January 1, 2025. We process refunds fairly and transparently for eligible transactions.

Overview: PlugOne facilitates payments for EV charging services. Since charging services are delivered by independent charging network partners, refund eligibility depends on whether the issue originated from our Platform or the network partner's hardware/service. We process all eligible refunds within the timelines stated below.

Eligible for Full Refund

  • Payment deducted but session did not start (hardware fault at station)
  • Double charge for the same session
  • Incorrect amount charged due to Platform error
  • Wallet top-up deducted but credits not added (payment gateway error)
  • Cancelled reservation where station was found non-operational on arrival

Eligible for Partial Refund

  • Session interrupted due to network partner hardware failure — refund for uncharged kWh
  • Power outage mid-session — refund for uncharged portion (requires station network partner confirmation)
  • Connector disconnected accidentally by user — partial refund may apply case-by-case

Not Eligible for Refund

  • Successfully completed charging sessions with correct amount charged
  • User-initiated session termination before completion
  • Promotional or bonus wallet credits after their stated validity has ended
  • Disputes raised after 15 days of transaction date
  • Station queuing fees where queue slot was occupied

Refund Processing Timelines

Approved refunds are processed within the following timelines after verification:

UPI / Net Banking3–5 business days
Debit Card5–7 business days
Credit Card7–10 business days
PlugOne Wallet (instant credit)Within 24 hours

How to Request a Refund

1

In-App Dispute

Go to Session History → Select session → Tap "Raise Dispute" and describe the issue.

2

Email Us

Email refunds@plugone.in with your registered mobile, session ID, and transaction screenshot.

3

Call Support

Call +91 98119 19891 (Mon–Sat, 9 AM–8 PM IST) for urgent issues or session-day disputes.

Reservation Cancellation Policy

More than 1 hour before slot: Full refund to PlugOne Wallet within 2 hours.

30–60 minutes before slot: 75% refund to PlugOne Wallet. 25% cancellation fee applies.

Less than 30 minutes before slot: No refund. Full slot charge applies to cover network partner reservation costs.

No-show: No refund. PlugOne reserves the right to flag repeated no-shows.

Refund Disputes & EscalationIf your refund is denied and you believe it was wrongly rejected, you may escalate to our Grievance Officer at grievance@plugone.in within 15 days of the decision. Unresolved disputes may be escalated to the Banking Ombudsman under RBI guidelines for PPI-related issues.