Effective Date: [ 12/5/2025 ]
At Renoch, we aim to deliver a reliable EV charging experience. This Refund Policy outlines the situations where a refund may be considered for wallet-based transactions made through our app.
1. Wallet Usage
Charging services are accessed through funds loaded into your in-app wallet. Refunds are limited to the specific cases listed below.
2. When Refunds Are Applicable
Refunds may be issued under the following conditions:
- Session Failure: The session failed to start or complete due to a system or hardware error.
- Duplicate Payment: You were charged more than once for the same charging session.
- Billing Error: An incorrect charge occurred due to a technical issue.
- Pre-Charge Cancellation: You cancelled the session before charging began, but funds were deducted.
Refund requests must be submitted within 7 days of the transaction.
3. Situations Not Eligible for Refunds
Refunds are not available for:
- Early unplugging or incorrect station selection by the user
- Change of mind or unused wallet balance
- Connectivity issues unrelated to our platform
4. How to Request a Refund
Email sales@renoch.in or use the in-app support feature. Provide:
- Your registered email or phone number
- The transaction ID
- Location and time of the charging session
- Reason for the refund request
We may follow up for more information if needed.
5. Refund Processing Timeline
Approved refunds will be credited back to your app wallet. Refunds to original payment methods may be considered case-by-case and can take up to 7–10 business days.
6. Policy Updates
This policy may be updated at our discretion. The latest version will always be available in the app and on our website.