1. Nature of the service
EvCentra is a software platform and a network. We do not ship physical goods. "Delivery" therefore refers to (a) the EvCentra app being available for download and use, (b) a charging session being run on a participating site, and (c) a GST-compliant invoice being issued for that session.
2. What we deliver, and when
| Service | Delivery timeline |
|---|---|
| EvCentra app access | Immediately upon account creation (OTP-verified) |
| Live map & charger status | Available 24×7×365 (subject to the SLA below) |
| Charging session | From the moment you tap "Start charging" to "Stop" (typically 15–60 min) |
| GST invoice (e-mail + in-app) | Within 30 minutes of session end |
| EvCentra Plus benefits | Activated within 5 minutes of payment confirmation |
| Fleet onboarding | Sandbox in 1 working day · production in 2 weeks (target) |
3. Network availability SLA
EvCentra targets 99.9% monthly uptime of its platform (app, map, payments). Network-level uptime (percentage of stalls online) depends on operator performance and is published live on the homepage and at status.evcentra.in. The 30-day rolling average is 99.4% as of the last sync.
Scheduled maintenance windows are announced 7 days in advance, run between 02:00 and 04:00 IST, and do not count against the SLA. Force-majeure events (natural disasters, nationwide grid failures, government directives) also do not count against the SLA.
4. The "next charge free" guarantee
If you start a session on a stall EvCentra has marked verified and the session fails through no fault of yours, your next session is free up to ₹500. The credit is added automatically to your EvCentra wallet within 24 hours — you don't need to claim it.
"Fails through no fault of yours" includes charger faults, operator-side payment-terminal declines, comms-loss between the charger and EvCentra, and meter errors that produce zero energy delivered. It excludes user-caused failures such as plugging in to an incompatible vehicle, manually stopping a session, or violating site rules.
5. Delivery to other countries
EvCentra serves users physically located in India only. The app is geo-restricted on app stores outside India. We do not provide service to users outside India. Fleet plans for cross-border operations require a separate written agreement.
6. Subscription delivery (EvCentra Plus)
EvCentra Plus is a monthly digital subscription. It is activated within 5 minutes of payment confirmation and remains active until the end of the billing cycle. Renewal is automatic unless cancelled (see Refund Policy).
7. Failure to deliver and remedies
If we fail to deliver any of the above timelines, you are entitled to:
- For app/account access — escalation to drivers@evcentra.com with a 4-hour response SLA;
- For a failed session — automatic next-charge credit (Section 4);
- For a missing GST invoice — re-issue on request within 4 hours;
- For Plus benefits not activated — a pro-rata refund of the monthly fee (see Refund Policy §5);
- For SLA breaches on Fleet plans — service credits as defined in your master services agreement.
8. Force majeure
EvCentra is not liable for non-delivery caused by events beyond reasonable control: natural disasters, grid failures, internet backbone outages, war, civil unrest, government directives, or pandemics. We will publish a status update at status.evcentra.in as soon as we are aware of any such event.
9. Contact
EvCentra Private Limited, Sy. No. 132, Bhavya's Akhila Exotica, Hydernagar, Hyderabad 500085. Service questions: hello@evcentra.com · +91 70937 91397.