Cancellation & Refund Policy.

This Cancellation and Refund Policy applies to all transactions made through the Massive Charging platform, including charging sessions, hardware purchases through the Marketplace, and subscription plans. It forms part of our Terms & Conditions.

1. Charging Session Cancellation

Before a session starts: If you have initiated a session but charging has not yet begun (e.g., the connector is not yet delivering power), you may cancel via the app without any charge.

After a session starts: You may stop an active charging session at any time via the app. You will be charged for the energy dispensed up to the point of stopping, plus any applicable session fees. No refund is issued for energy already delivered.

Session interrupted by a fault: If a session is interrupted due to a fault with our charger or network (not caused by the user), you will not be charged for energy that was not delivered. Any pre-authorisation hold will be released within 3–5 business days.

2. Hardware Order Cancellation

Before dispatch: Orders placed through the Massive Charging Marketplace can be cancelled at no cost before the item has been dispatched. Contact our support team with your order number.

After dispatch: Once an order has been dispatched, cancellation is not possible. You may initiate a return within 7 days of delivery if the product is unused, in its original packaging, and has a manufacturing defect. Return shipping costs are borne by the customer unless the return is due to our error.

Installed hardware: Chargers that have already been installed cannot be returned or refunded except under the product warranty for manufacturing defects.

3. Subscription & Plan Cancellation

For prepaid plans, subscriptions, or wallet top-ups:

• Prepaid wallet top-ups are non-refundable once credited, but wallet balances can be used for future charging sessions
• Monthly or annual subscription plans can be cancelled at any time; the plan remains active until the end of the current billing period and will not auto-renew
• No pro-rata refund is issued for unused days in a cancelled subscription period
• Franchise and operator agreements are governed by separate contracts and are not covered under this policy

4. Refund Eligibility

A refund will be issued in the following circumstances:

• Failed payment with amount deducted — if your UPI or card payment was debited but the transaction was not confirmed on our system
• Duplicate payment — if the same session or order was charged more than once
• Session fault — if a session was terminated by a charger fault and energy was not delivered but payment was collected
• Overcharge — if you were charged an amount higher than the displayed rate at session initiation
• Order not fulfilled — if a hardware order was placed and paid for but not dispatched within the committed timeline without a suitable alternative offered
• Defective hardware — if a product delivered has a manufacturing defect confirmed by our technical team

5. Non-Refundable Situations

Refunds will not be issued in the following cases:

• Completed charging sessions where energy was successfully delivered
• Sessions stopped early by the user (you are charged for energy delivered)
• Overstay or idle fees incurred after charging is complete
• Prepaid wallet top-ups (balance remains usable)
• Unused days in a cancelled subscription
• Hardware that has been installed, modified, or shows signs of misuse
• Sessions or transactions older than 30 days (except where raised within 30 days and under investigation)
• Service disruptions caused by third-party failures (DISCOM outages, internet downtime at site) beyond our control

6. How to Raise a Refund Request

To request a refund, contact us through any of the following channels:

• In-app support: Go to Account → Help → Raise a Dispute and select the relevant session or transaction
• Email: [email protected] — include your registered mobile number, transaction ID or session ID, and a brief description of the issue
• WhatsApp: Chat with support — available 9 AM to 9 PM IST, Monday to Saturday

All refund requests must be raised within 30 days of the transaction date. Requests raised after this period may not be considered.

7. Refund Timeline

Once a refund is approved, the amount is credited as follows:

• Failed / duplicate UPI payments — automatically reversed within 3–5 business days by the payment network; if not reversed, we will process a manual refund within 7 business days of your report
• Credit / debit card refunds — processed within 5–7 business days; may take an additional 2–5 business days to reflect depending on your bank
• Massive Charging wallet credit — where applicable and agreed, wallet credit is issued within 24 hours of approval
• Hardware returns — refund processed within 7 business days of the returned item being received and inspected

We will notify you via SMS or email once your refund has been processed. If you have not received your refund within the stated timeline, please contact our support team with your refund reference number.

8. Contact Us

For cancellation or refund queries:

• Email: [email protected]
• WhatsApp: +91 98765 43210
• In-app: Account → Help → Raise a Dispute
• Response time: We aim to acknowledge all requests within 24 hours and resolve within 7 business days