1. Scope
This Policy applies to refunds processed by EvCentra Private Limited ("EvCentra", "we") for transactions made through the EvCentra app or website. It supplements the Terms of Service; capitalised terms have the meaning given there.
2. Payment authorisation holds
For DC fast charging we may place a temporary authorisation hold of ₹500 on your payment method to verify the card/UPI before starting the session. The hold is not a charge. It is released automatically by your bank when the session ends. Typical release times:
- UPI — within 24 hours
- Credit cards — 3 to 5 business days
- Debit cards — 5 to 7 business days
If a hold persists beyond these timelines, contact billing@evcentra.com with the session ID and we will follow up with the bank.
3. Failed charging sessions
A "failed session" is one where the charger does not deliver any energy after you tap "Start charging," or where it stops within the first 30 seconds due to a fault not caused by you (charger fault, communications loss, payment-terminal decline).
- Full refund of any amount captured.
- Service credit — up to ₹500 credited to your EvCentra wallet, usable on your next session. We give you the credit automatically — you don't have to ask.
- Stall flagged for re-verification. If the operator can't explain the fault, the stall is removed from the public map.
If the session was paid for and energy was delivered but the charger then faulted mid-session, we refund the unused portion based on the operator's meter logs (typically the difference between energy authorised and energy delivered).
4. Over-charges & metering disputes
If you believe you were charged for more energy than was actually delivered, email billing@evcentra.com within 14 days of the session with:
- The session ID (visible in the app under History);
- The vehicle's start and end state-of-charge (SOC) if known;
- Any photos of the charger display.
We will investigate within 48 hours by cross-checking the operator's meter logs against our verifier data. Where a discrepancy is found, we issue a full refund of the over-charged amount plus a goodwill credit of ₹100 to your EvCentra wallet.
5. EvCentra Plus subscription
EvCentra Plus is billed monthly at ₹299 + 18% GST = ₹352.82.
- Cancel any time from Settings → Subscription. Cancellation is effective at the end of the current billing cycle by default; you may also choose immediate cancellation for a pro-rata refund.
- Pro-rata refund: if you cancel mid-cycle and choose immediate cancellation, we refund
(remaining days / 30) × ₹352.82to the original payment method. - Auto-renewal: Plus renews automatically each month until cancelled. We send a renewal reminder 3 days before the next charge.
- Failed renewal: if your bank declines the renewal we retry twice in 5 days and then downgrade you to Pay-as-you-go at no penalty.
6. Fleet plans
Fleet plans are governed by a separate written master services agreement. Refund terms are agreed individually and detailed in the schedule attached to your contract. Contact your account manager or billing@evcentra.com.
7. How refunds are paid
Refunds are always processed back to the original payment method wherever technically possible (UPI VPA, card, wallet, net banking). Where the original method is closed or unavailable, we may credit the EvCentra wallet or, on request, process an NEFT transfer to your bank account (requires PAN + bank verification).
8. Refund timelines
| Refund type | Initiated by us | Visible on your statement |
|---|---|---|
| Failed session | Within 24 hours | 3–7 business days |
| Authorisation hold release | Automatic | 1–7 business days (bank-dependent) |
| Over-charge dispute | Within 48 hours of acknowledgement | 5–10 business days |
| Subscription pro-rata | Within 24 hours of request | 5–10 business days |
| NEFT to bank (exception) | Within 5 business days | 1–3 business days after initiation |
9. Chargebacks
We encourage you to contact us first — chargebacks are slower for everyone and harm the network operators. That said, you retain all rights under RBI rules and Visa/Mastercard/RuPay chargeback procedures. We will provide documentation (session logs, meter readings, app screenshots) to your bank within 48 hours of a valid chargeback request.
10. How to raise a refund request
Choose the fastest channel:
- In-app: Open the session under History → "Get help with this session" → "Request a refund." This is the fastest route — context is auto-attached.
- Email: billing@evcentra.com with the session ID, the date and the reason.
- Phone: +91 70937 91397, Mon–Sat, 09:00–21:00 IST.
If you're not satisfied with our resolution, escalate to the Grievance Officer (grievance@evcentra.com) who responds within 24 hours and resolves within 15 days, per the IT Rules, 2021.
11. Contact
EvCentra Private Limited, Sy. No. 132, Bhavya's Akhila Exotica, Hydernagar, Hyderabad 500085. Billing: billing@evcentra.com · +91 70937 91397.