1. Purpose and scope
This Policy explains how AdaptCharge handles:
• refunds of unused balance in the AdaptCharge wallet when a user closes their account; and
• refunds or credits related to EV charging sessions.
It applies to:
• United Kingdom services provided by AdaptCharge Limited, company number 15882568, registered office at 124 City Road, London, EC1V 2NX, UK;
and
• India services provided by Adapcharge Private Limited (trading as AdaptCharge), Company Identification Number U27900AP2025PTC120617 registered office at 401, Madhavadhara, Visakhapatnam, Andhra Pradesh, 530018, India.
The contracting entity is identified in the relevant terms, agreement or app details. This Policy should be read together with our Website Terms of Reference / Terms of Use.
2. AdaptCharge wallet - cancellation and refunds
2.1 Account closure Users may request closure of their AdaptCharge account and wallet by:
• using in-app or online account settings, where available; or
• emailing support@adaptcharge.io from their registered email address.
AdaptCharge may require identity or KYC / fraud checks before processing a closure and refund.
2.2 Refund of unused balance If, at closure, the wallet shows a positive cash balance:
• AdaptCharge will refund the unused balance, less any outstanding amounts owed (fees, unpaid charges, etc.);
• refunds are made in the same currency used to fund the wallet (e.g. GBP (£) for the UK, INR (₹) for India);
• refunds will usually go back to the original payment method, or, if not possible, to a verified bank account in the user’s name or another agreed method.
No interest is paid on wallet balances.
2.3 Non-refundable components The following are normally non-refundable unless required by law or expressly approved as a goodwill exception:
• promotional or bonus credits;
• vouchers, coupons or loyalty rewards;
• amounts already used to pay for completed charging sessions; and
• any clearly disclosed administration fees associated with particular refund methods or small-balance refunds.
If the remaining cash balance is below minimum refund threshold £1 or ₹50, AdaptCharge may zero the balance and close the account, or keep the balance active in the wallet if the user chooses not to close the account.
2.4 Processing timelines Subject to receipt of all required information and approvals, AdaptCharge will aim to process wallet refunds within 7-14 Business Days. Actual receipt depends on banks and payment providers.
3. Charging session refunds and credits
3.1 When a refund or credit may be due Subject to investigation, AdaptCharge may provide a refund or credit where:
• the user was charged but no energy was delivered due to a charger or platform fault;
• a material technical failure attributable to AdaptCharge or the charger prevented reasonable use (for example, repeated charger faults, not vehicle issues); or
• the user was incorrectly billed, including duplicate charges or a tariff materially different from the one shown at session start.
Remedies may include:
• refund to the original payment method; or
• credit to the user’s AdaptCharge wallet.
3.2 Slow charging rate Charging speed depends heavily on factors outside AdaptCharge's control, including vehicle capability and settings, battery state and temperature, shared load and local grid conditions. Where energy is delivered and the charger operates within specification, refunds are not normally granted solely for slower-than-expected charging speeds.
Users who suspect a charger or platform fault (rather than vehicle behaviour) should still submit a claim for investigation.
4. Claim process and investigation
4.1 Raising a claim Users should report potential billing or session issues as soon as reasonably possible and within 72 - 96 hours of the session via:
• in-app support, where available; or
• email: support@adaptcharge.io They should provide: date and time, location or charger ID, session reference or screenshot, and a short description of the issue.
4.2 Investigation and outcomes AdaptCharge will:
• review system logs, metering data and charger status;
• cross-check billing records; and
• liaise with the charge point owner or site operator, where relevant.
The target response time is 5–10 Business Days, though complex cases may take longer. After investigation, AdaptCharge may approve a full or partial refund, offer a goodwill credit, or decline the claim (for example, where the charger functioned normally and the issue was due to vehicle settings, user error or external network conditions). The decision and rationale will be communicated to the user. This Policy does not remove any statutory rights.
5. System errors and corrections
Where AdaptCharge identifies system errors, duplicate charges or misapplied credits, it may proactively correct these through refunds or wallet adjustments. Adverse adjustments will not be made without reasonable notice, except in clear cases of error or fraud. Users are encouraged to check their charging history and report discrepancies promptly.
6. Relationship to other terms and law
This Policy works alongside the AdaptCharge Website Terms of Reference / Terms of Use and any specific service or app terms agreed with users. If there is a conflict, the order of precedence is: 1. applicable law (for example, applicable UK or Indian consumer law); 2. any specific written agreement or app terms; 3. the Website Terms of Use; and 4. this Refund and Cancellation Policy. Nothing in this Policy is intended to limit non-excludable rights under applicable law in the country where the user resides or where the service is provided.