Refund Policy

01 Overview

ChargeArena operates on a pre-paid charging model. Before a session starts, you authorise a payment for the amount of energy you intend to charge. The actual energy delivered is measured by the charger; any unused balance is refunded automatically to your original payment instrument.

ChargeArena does not retain customer funds. All refunds are initiated through AmpPay and processed by RBI-licensed payment partners (currently Kotak Bank and CCAvenue) back to the original payment method.

02 Automatic refunds

2.1 Unused balance at session end

This is the most common refund and is built into every session. When you stop a session — manually, when your vehicle is full, or when the energy you paid for is delivered — the charger reports the exact units dispensed. Any unused pre-paid balance is refunded automatically within sixty (60) seconds. You receive an SMS and an in-browser confirmation with the refund amount and reference ID.

Example · You pre-pay for 30 kWh. Your battery is full after 22 kWh. We refund the cost of 8 kWh instantly to the UPI account you paid from.

2.2 Session that fails to start

If a charging session does not start after a successful payment — due to a charger fault, connector issue, vehicle handshake failure, or connectivity drop — the system detects the failure and initiates a full refund within sixty (60) seconds. No action from you is required.

2.3 Partial energy delivery

If a session is interrupted partway and ends with less energy delivered than expected — for example, due to a mid-session fault, grid outage, or remote stop initiated by the charger — we automatically refund the cost of the undelivered energy on a proportional basis, based on the meter reading at the charger.

03 Refund timelines by payment method

ChargeArena initiates the refund instantly to AmpPay and the payment gateway. The time taken for funds to actually credit back to your account depends on the issuing bank and the payment method used.

ChargeArena initiates refunds promptly. The final credit timing is controlled by your bank and the payment-network operator, and is outside our reasonable control.

04 Manual refund requests

4.1 When to raise a manual request

Most refunds happen automatically. Raise a manual request only if:

• The automatic refund did not arrive within the timelines above.
• You were charged twice for the same session.
• You were charged at a tariff different from the one displayed on the charger at the time of session start.
• You have evidence that the energy you were charged for was not delivered.
• A technical issue at the payment gateway resulted in a deduction without a session being initiated.

4.2 How to raise a request

Email support@amppay.in within seven (7) days of the transaction. Include:

• Transaction ID (visible on the SMS or in-browser receipt).
• Station name or location.
• Date and approximate time of the session.
• Mobile number used to start the session.
• Description of the issue and any supporting evidence — photographs of the charger screen, the charger fault code, or your bank statement showing the deduction.

4.3 Processing time

Manual refund requests are reviewed within two to three (2–3) business days. If approved, the refund is initiated through AmpPay and the payment gateway, after which the refund-timeline table in Section 3 applies.

05 Scenarios that are not eligible for a refund

Refunds are not available in the following situations:

• Energy was dispensed correctly as per the charger's meter and matches the amount paid for.
• The driver disconnected the cable prematurely, ending the session early — the residual balance auto-refund still applies, but the consumed energy is not refunded.
• The vehicle's onboard charger or battery management system terminated the session for reasons internal to the vehicle (e.g., target SoC reached, vehicle fault).
• Disputes about the published tariff. The tariff displayed at the moment the session is confirmed is the tariff that applies. We do not retroactively adjust for tariff revisions.
• Requests raised more than seven (7) days after the transaction.
• Damage to the vehicle or battery alleged to have been caused by the charging session, unless attributable to gross negligence on our part and supported by a manufacturer report. Such claims are handled outside this refund policy under the limitation-of-liability clause of the Terms of Service.

06 Notifications

You will receive refund notifications via:

• SMS to the mobile number used at session start.
• Email, if you provided one.
• In-browser confirmation on the charging web app.

Each notification includes the transaction ID, refund amount, the payment instrument used, and the expected credit window.

07 Dispute resolution

If you are dissatisfied with how a refund was handled, write to support@amppay.in with "REFUND DISPUTE" in the subject. We respond within five (5) business days.

If the matter remains unresolved, you may escalate to:

• Our Grievance Officer (Section 8 below).
• The appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
• The courts at Nashik, Maharashtra, which have exclusive jurisdiction.
• For payment-instrument-level disputes, the issuing bank's chargeback process and the RBI Banking Ombudsman.

08 Grievance Officer

09 Policy changes

We may revise this Refund Policy from time to time. The "Last updated" date at the top reflects the most recent revision. Material changes will be communicated by email (if we hold your email) or by a prominent notice on the website. Refunds for sessions completed before a policy change are governed by the policy in effect at the time of the session.

10 Governing law

This Refund Policy is governed by the laws of the Republic of India and forms part of the Terms of Service. Disputes are subject to the exclusive jurisdiction of the courts at Nashik, Maharashtra.

11 Contact

• Email · support@amppay.in
• Phone · +91 99201 89625 · Response within 24 hours
• Post · ChargeArena Private Limited, Maharashtra, India