Last updated: February 02, 2024
If, for any reason, you are not completely satisfied with a purchase/availing service, we invite you to review our policy on refunds and returns.
The following terms are applicable for any products or service that you purchased with us.
1. User Registration
The person who is using the service should be registered to the system as a user/ customer. For registering as a user/ customer the person who uses the service should download the Hydra Charging application from the Play store or Apple store and register themselves as user/ customer by providing personal information such as phone number, email & name. Additional personal information might be required after registration subject to services requested by the user/ customer.
2. Connection to the service
The user can access the charging points with the help of VINCHARGE App.
3. Charging Session
The charging session starts from the time when the user starts the session through app/ RFID Key & the session is considered ended when the timer runs out for the session. Also, the session is considered ended if the user/ customer terminates the session manually from the App/ RFID Key It is the customer’s responsibility to make sure the charging begins & completes correctly.
4. Procedure for requesting Refund
In case where the user/ customer needs a refund, it can be raised through sending an email to support@hydracharging.in with the reason for refund of fee or by calling our customer care team. Refunds will be processed only for requests submitted within 72 hours of the booking. Refund requests raised after 72 hours of the booking date shall not be eligible for refunds. The approval/ settlement of the refund requests can take up to 5 to 7 business days.
5. Eligibility Criteria for Refunds
- The device is unable to provide output even when there is power supply.
- The device is inaccessible due to any software/ firmware related issue from the VINCHARGE team.
- The device stopped abruptly due to some technical issues. Here, in cases where there are Energy consumption values, partial refund can be done based on the usage.
- In cases where the payment was successful & the user was unable to go to the booking page, the transaction id shall be collected from the user & cross verify the same with the concerned team internally. If found eligible, refund shall be processed for the user.
For any other cases, in cases where the payment has failed, refunds shall not be considered as the user will be refunded automatically within 7 business days by the payment gateway itself.
Any failure/ error happening during the transaction time can be from both parties (VINCHARGE team & the Payment Gateway). In these cases, transaction id shall be collected from the user & cross verify the same with the concerned team internally. If found eligible, refund shall be processed for the user.
