Cancellation & Refund Policy

• You can stop a charging session at any time in the VoltUp app or with help from the on-site team.
• You pay only for the energy delivered (kWh) at the published tariff. VoltUp charges no connection fees and no idle fees.
• A session cannot be cancelled retroactively once energy has been delivered.
• VoltUp does not offer bay reservations, so there are no reservation or no-show fees.

Your wallet balance stays yours. You can ask for any unused balance to be refunded at any time by emailing support@voltup.ae. If you topped up and our chargers and adapters cannot charge your car, we refund the top-up in full. There are no subscriptions, memberships or other paid extras to cancel.

We provide a refund, wallet credit or replacement session when a paid charging service fails, including:

• No electricity delivered during a session despite successful payment.
• Hardware or network malfunction that prevents charging after payment.
• Duplicate charges or billing errors caused by a system error or incorrect tariff display.
• A session interrupted by a VoltUp system failure (not caused by the vehicle or its user).
• Your car cannot be charged with our connectors or adapters after you topped up your wallet.

• Report the issue within 7 days of the transaction date.
• Email support@voltup.ae with your account email or phone number, session ID, date and time, and the amount.
• Never send card numbers, passwords or one-time codes (OTPs). We will never ask for them.
• Each request is reviewed individually.

• Approved refunds are returned to the original payment method within up to 15 business days, depending on your bank.
• You may choose instant VoltUp wallet credit instead, for faster resolution.

• Failures caused by your vehicle, its battery system or your own charging equipment.
• Reduced charging speed caused by the vehicle, battery level, temperature or an adapter.
• Change of mind after a charging session was completed.

• VoltUp EV Charging Support
• Email: support@voltup.ae
• Phone and WhatsApp: +971 52 557 6145
• Available 24/7

This policy is governed by and interpreted in accordance with the laws of the United Arab Emirates.