Refund Policy

Green Wiser ("we," "our," or "us") operates the Green Wiser App (the "App"). This Refund Policy explains when and how refunds apply to payments made through the App, including charging session payments and wallet top-ups.

By using the App and making any payment, you acknowledge and agree to this Refund Policy. Please read it carefully together with our Privacy Policy before making any transaction.

1. Charging Session Payments

All payments for charging services rendered through the App are final. Once a charging session has commenced and payment has been processed by our payment provider, the amount charged is non-refundable and irreversible. This includes, but is not limited to:

• Energy delivered (kWh) during the session
• Time-based charging fees
• Parking, idle, or occupancy fees (where applicable)
• Service or transaction fees disclosed at the point of payment

You are responsible for reviewing the pricing and session details shown in the App before starting a charging session.

2. Wallet Top-Ups and Prepaid Credits

Funds added to your in-App wallet ("Wallet Credits") are prepayments for charging services within the App. By topping up your Wallet, you acknowledge that:

• Wallet Credits are non-refundable and cannot be withdrawn, transferred back to your original payment method, or exchanged for cash;
• Wallet Credits are non-transferable and may only be used by the account holder to pay for charging services within the App;
• Wallet Credits hold no monetary value outside the App and are not legal tender;
• Wallet Credits do not expire unless expressly stated at the time of top-up or as required by applicable law.

3. Service Failure Exceptions

At our sole and reasonable discretion, we may issue a refund in the form of Wallet Credit (not to the original payment method) where we have verified one of the following service failures:

• A charger hardware or network fault prevented the delivery of energy after payment was authorised;
• Duplicate charges were made for the same charging session as a result of a system error;
• An overcharge occurred due to a metering or billing error confirmed by our records.

We will determine eligibility based on session logs, payment records, and charger telemetry. Refunds to the original payment method will only be issued where required by applicable law.

4. How to Request a Refund

If you believe you are entitled to a refund under this policy, you must contact us within 14 days of the transaction date. Please provide the following information to help us investigate:

• The email address and/or phone number registered to your Green Wiser account
• The transaction ID and/or charging session ID
• The charger ID and the site or location where the issue occurred
• The date and time of the transaction
• A clear description of the issue and any supporting evidence (e.g., screenshots)

We aim to acknowledge refund requests within 7 business days and will notify you of our decision once our investigation is complete. Requests submitted after the 14-day window may not be considered.

5. Payment Disputes and Chargebacks

If you experience an issue with a payment, please contact us first so that we can investigate and attempt to resolve the matter. We strongly encourage you to reach out to our support team before filing a chargeback or dispute with your bank or card issuer.

Unjustified chargebacks, or chargebacks filed without first giving us a reasonable opportunity to respond, may result in suspension or termination of your account and loss of any remaining Wallet Credits.

6. Promotional Credits and Referral Bonuses

Any credits granted to your account as part of a promotion, referral programme, marketing campaign, or goodwill gesture are not refundable under any circumstances and carry no cash value. We reserve the right to revoke such credits at any time, including where:

• The underlying qualifying transaction is cancelled, reversed, or charged back;
• The promotion's terms and conditions are not met;
• We detect fraud, abuse, or a breach of our terms.

7. Account Closure

You may close your Green Wiser account at any time. However, remaining Wallet Credits cannot be cashed out or transferred. Any unused Wallet Credits, promotional credits, or referral bonuses will be forfeited upon account deletion. We recommend using your Wallet Credits before submitting an account deletion request.

8. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our services, payment providers, or legal requirements. Any changes will be posted on this page with an updated "Last Updated" date. Your continued use of the App after such changes constitutes your acceptance of the revised policy.

9. Contact Us