Cancellation & Replacement Policy

Last Updated: 10-09-2025

This Cancellation & Replacement Policy outlines the terms under which users of the VoltUp EV charging application (“App”) can cancel services, request refunds, or receive compensation (replacements) for failed services. By using our App and services, you agree to the following terms.

1. Cancellation Policy

• Active Charging Sessions: Once initiated, charging sessions cannot be cancelled. Users may stop sessions anytime via the App or station and will be billed only for consumed electricity (kWh) and applicable fees.
• Station Reservations (If Applicable): Reservations may be cancelled free of charge up to 15 minutes before scheduled time. Late cancellations or no-shows may incur a nominal fee (e.g., AED 5.00).
• In-App Wallet Top-Ups: Prepaid credits are final and non-cancellable once authorized.
• Subscriptions / Memberships (If Applicable): Cancellation takes effect at the end of the billing cycle; no further charges apply afterward.

2. Refund & Replacement Policy

Replacement refers to refunds, account credits, or re-issuance of services when a purchased charging service fails.

Eligible cases include:

• Hardware or network malfunction preventing electricity delivery after payment.
• Billing errors due to system glitches or incorrect tariff display.
• Interrupted sessions caused by system failure (not user or vehicle-related issues).

Conditions:

• All disputes must be reported within 7 days of transaction date.
• Approved refunds are processed via original payment method (10–45 days depending on bank processing times).
• Users may choose instant VoltUp wallet credit as replacement for faster resolution.

3. Non-Refundable Circumstances

• Idle or parking fees incurred after charging completion.
• Failures caused by user vehicle, battery system, or personal charging equipment.
• Change of mind after successful completion of charging session.

4. Contact Us

5. Governing Law

This Cancellation & Replacement Policy is governed by and construed in accordance with the laws of the United Arab Emirates.