Cancellation
Policy

In this Cancellation Policy ("Policy"), the following capitalised terms shall have the meanings assigned to them below. These definitions apply regardless of whether the terms appear in singular or plural form.

Any ambiguity in interpretation shall be resolved in the manner that best upholds the Company's legitimate operational and commercial interests, subject only to mandatory statutory requirements under applicable Indian law.

This Policy governs the cancellation rights and obligations applicable to all transactions conducted with or through Ecoplug Energy India Limited, across all transaction categories. It applies to all Users — individual consumers, fleet operators, corporate clients, dealers, and institutional partners — whether transacting through the Platform, by phone, in writing, or through any other channel authorised by the Company.

This Policy must be read in conjunction with the Company's Terms & Conditions, Refund & Return Policy, and Privacy Policy. In the event of any inconsistency between this Policy and a formally executed written Agreement between the User and the Company, the Agreement shall prevail to the extent of such inconsistency. All other provisions of this Policy shall remain in full force.

EV charging sessions involve the real-time dispensing of electrical energy — a consumed utility that is inherently irreversible upon delivery. Accordingly, the following framework applies:

Once a Charging Session has been initiated — evidenced by the commencement of energy flow as recorded in the Company's OCPP session logs — no cancellation right exists, and no obligation to refund the session charge arises, regardless of the duration of the session or the amount of energy dispensed.

Where a session has been reserved or scheduled in advance through the Platform and has not yet commenced (i.e., energy flow has not been initiated), the User may cancel the reservation subject to the following:

• aCancellation must be effected through the Platform at least 15 minutes before the scheduled session commencement time.
• bReservation or booking fees, where collected, are non-refundable upon cancellation, irrespective of the notice period given.
• cCancellation of a reservation does not constitute cancellation of the underlying Charging Session tariff for sessions already initiated.

• Sessions voluntarily ended early by the User before the desired state-of-charge is reached.
• Sessions interrupted by the User's vehicle, onboard charger (OBC), or personal charging cable.
• Dissatisfaction with charging speed where equipment operated within published rated specifications.
• Idle or overstay charges incurred after session completion while the vehicle remains connected.
• Sessions where the User departed the station before session data was fully synced to the Platform.

• 4.1General Rule — Non-Cancellable: Wallet top-ups and prepaid balance additions are, as a general rule, non-cancellable once the transaction has been confirmed by the payment gateway. Amounts credited to the wallet are designated for use toward Company Services and carry no general cash redemption right.
• 4.2Erroneous Top-Up — Limited Exception: Where a User submits a written cancellation request within twenty-four (24) hours of a wallet top-up transaction, citing a clearly demonstrable transactional error (such as an unintended duplicate payment), and the balance has not been utilised in any manner, the Company may, at its reasonable discretion, consider cancellation and reversal of the erroneous amount, net of applicable payment gateway and processing charges. This provision is a limited exception and does not constitute a general right of cancellation of any top-up.
• 4.3Validity: Wallet balances not utilised within 60 months of the last transaction shall lapse automatically. Lapsed balances are not eligible for cancellation, reversal, or reinstatement.
• 4.4Non-Transferability: Wallet balances are personal and non-transferable. Requests to transfer, reassign, or cash out a balance other than as provided in the Company's Refund Policy shall not be entertained.

An Order for Goods that has not yet been dispatched by the Company may be cancelled by the User by submitting a written cancellation request to support@ecoplug.in. The Company shall endeavour to accommodate such requests at its discretion. Where the Order has already been processed for dispatch or handed to a logistics provider, cancellation shall not be possible and the User's rights shall be limited to those set out in Section 5.2.

Following delivery of Goods, You are entitled to request cancellation and return of an Order within seven (7) calendar days from the date on which You, or a duly appointed third party (not the carrier), take physical possession of the Goods — provided all of the following conditions are met:

• The cancellation request is formally submitted in writing within the 7-day window;
• The Goods are in their original, factory-sealed packaging with all accessories, manuals, warranty cards, and the original invoice enclosed;
• The Goods are unused and uninstalled in every respect;
• A valid Return Merchandise Authorisation (RMA) number has been obtained from the Company prior to dispatch of the return.

Once Goods have been installed, energised, commissioned, or put into any operational or commercial use — by the User, an authorised installer, or any third party — the cancellation right under Section 5.2 is extinguished entirely. No cancellation or return shall be accepted on any grounds other than a formally confirmed and documented manufacturing defect, and then only within the claim period applicable under the Company's Refund & Return Policy.

For any issue with Goods arising or reported after the 7-day cancellation window has elapsed, the User's recourse is exclusively through: (i) the product's applicable manufacturer warranty terms; or (ii) the provisions of any relevant signed Agreement. The Company's general cancellation framework does not apply to claims raised after the 7-day window has closed.

• 6.124-Hour Cancellation Window: A subscription or membership plan may be cancelled within twenty-four (24) hours of activation, provided no plan benefit (including but not limited to discounted charging, priority access, or bonus credits) has been availed in any manner. Cancellations that meet these criteria shall be eligible for a refund net of applicable payment gateway and administrative charges.
• 6.2Post-Activation — No Cancellation: Once any plan benefit has been availed, howsoever partially, or the 24-hour window has elapsed, the subscription fee shall be treated as fully earned by the Company and no cancellation, pro-rata refund, or credit shall be issued for the remaining unused period of the plan.
• 6.3Auto-Renewal: Subscription plans with auto-renewal features shall be automatically renewed and debited as per the renewal schedule communicated at the time of initial subscription. The User is solely responsible for managing auto-renewal settings through the Platform's account interface. The Company bears no liability for charges arising from the User's failure to cancel auto-renewal sufficiently in advance of the renewal date.
• 6.4Company-Initiated Discontinuation: Where the Company discontinues a subscription plan entirely during an active paid tenure, Users holding active paid plans shall be entitled to a pro-rata credit or refund for the unexpired period, calculated from the date of the Company's official discontinuation communication. This is the sole scenario in which a mid-tenure cancellation entitles the User to a pro-rata credit.

• 7.1Pre-Commencement Cancellation: Installation, commissioning, and professional service appointments may be cancelled or rescheduled without charge provided written notice is given to the Company at least 48 hours before the scheduled appointment. Cancellations with less than 48 hours' notice may incur a cancellation or mobilisation fee as communicated by the Company at the time of booking.
• 7.2After Commencement — No Cancellation: Once an installation or professional service has commenced on-site, no cancellation shall be accepted. The full service fee shall be deemed earned by the Company from the point of commencement, and no refund or credit shall be issued for any portion of the service not yet completed at the User's request to cancel.
• 7.3User Default: Where a service appointment cannot be completed due to the User's failure to provide access, incorrect site information, absence of required electrical infrastructure, or any other factor attributable to the User, the Company reserves the right to charge a full or partial service fee. Rescheduling in such circumstances shall be subject to the Company's availability and additional charges as applicable.

• 8.1Primacy of Agreement: Where a User has executed a formal written Agreement with the Company — including dealer agreements, franchise agreements, operator agreements, supply contracts, or AMC agreements — the cancellation rights and obligations of the parties shall be exclusively governed by that Agreement. This Policy applies as a supplementary framework only to the extent the Agreement is silent on cancellation.
• 8.2Advance Payments and Deposits: Unless expressly stated as refundable in the Agreement, all advance payments, security deposits, booking amounts, development fees, and earnest money paid pursuant to an Agreement shall be treated as non-cancellable and non-refundable. The Company may, at its discretion, adjust such amounts against future dues.
• 8.3Cancellation by User: Premature cancellation of an Agreement by the User — for any reason other than a proven and documented material breach by the Company — shall not entitle the User to any refund of amounts paid. The User may additionally be liable for termination charges, liquidated damages, or other costs as specified in the Agreement.
• 8.4Cancellation by Company: The Company reserves the right to cancel any Agreement for cause — including breach by the User — and in such event the User's entitlement to any refund of amounts paid shall be governed solely by the Agreement's express provisions, without any additional right arising under this Policy.

For Goods to be eligible for return following a valid cancellation request under Section 5, all of the following conditions must be satisfied simultaneously. The Company reserves the right to refuse any return that does not meet every condition stated below, at its sole and absolute discretion:

• The return request was formally submitted within the applicable Cancellation Window;
• The Goods are in their original, factory-sealed condition — unused, uninstalled, and unmodified;
• All original packaging, accessories, warranty cards, user manuals, and original invoice are included;
• A valid RMA number issued by the Company accompanies the return shipment;
• The Goods have not been subject to any physical damage, misuse, unauthorised modification, or exposure to conditions outside the manufacturer's specifications.

The following categories of Goods are expressly ineligible for return or cancellation under any circumstances:

• Goods manufactured to the User's specifications, custom-configured, or clearly personalised;
• Goods that have been installed, energised, or commissioned in any manner;
• Goods that, by their nature, deteriorate rapidly or where the relevant expiry or shelf-life date has passed;
• Goods unsuitable for return due to health, safety, or hygiene reasons that were unsealed or opened after delivery;
• Goods that, after delivery, have been inseparably mixed with or integrated into other items or systems;
• Goods purchased at sale or discounted prices, unless mandatory statutory law requires otherwise;
• Digital products, software licences, API access tokens, and CSMS credentials once activated;
• Any amount paid for EV Charging Sessions, wallet top-ups (except as provided in Section 4.2), or consumed services.

• 10.1RMA Mandatory: No return shall be accepted unless an RMA (Return Merchandise Authorisation) number has been obtained from the Company's Customer Support prior to dispatch. Returns received without a valid RMA number shall be refused and returned to the sender at the sender's cost. The Company shall bear no liability for any Goods returned without authorisation.
• 10.2User's Risk: The User bears sole responsibility for the cost, risk, and logistics of returning Goods to the Company's designated address. The Company cannot be held responsible for Goods damaged, lost, or delayed in transit during return shipment. The Company strongly recommends the use of a reputable, insured, and trackable courier or mail service for all returns.
• 10.3Return Address: All authorised returns must be sent to:
  
  Ecoplug Energy India Limited — Returns Desk
  RMA No. [obtain from Customer Support before dispatch]
  Kh. 147, Rath Nagar, Vijay Mandir Road,
  Alwar – 301001, Rajasthan, India
• 10.4No Refund Without Receipt: The Company is unable to process any refund or credit without actual physical receipt of the returned Goods in acceptable condition, or verified proof of delivery of the return shipment to the above address. The Company shall not process refunds based on proof of dispatch alone.
• 10.5Inspection: Upon receipt, the Company shall inspect the returned Goods within 5 business days and notify the User of the outcome — approval, partial approval, or rejection — in writing. The Company's inspection findings shall be conclusive.
• 10.6Refund Processing: Where a return is approved following inspection, the refund shall be processed within 14 business days of approval, to the original payment instrument only. No cash refunds or transfers to alternate accounts shall be made. Applicable restocking, depreciation, or processing deductions shall be communicated prior to processing.

• 11.1Gift-Marked Orders: Where Goods were designated as a gift at the time of purchase and shipped directly to the recipient, and the return is approved under the applicable conditions of this Policy, the recipient shall receive a gift credit to the value of the returned Goods, issued in the form of a wallet credit or gift certificate, as determined by the Company. No cash refund shall be issued to the recipient.
• 11.2Non-Gift Orders Received as Gifts: Where Goods were not designated as a gift at the time of purchase — or where the purchasing party had the Order shipped to themselves before giving it to the recipient — any approved refund shall be directed to the original purchaser (the gift giver) via the original payment instrument. The Company shall bear no liability for any disagreement between the purchaser and recipient regarding the disposition of such refund.
• 11.3All other conditions for returns and cancellations set out in this Policy apply equally to gift orders.

To exercise a valid cancellation right under this Policy, the User must follow the process set out below. Failure to comply with this process may result in the cancellation request being declined regardless of its merits:

1. Submit a written cancellation request — by email to support@ecoplug.in or by phone to +91 9119115675 — clearly identifying: your registered User details, Order/Transaction reference number, date of transaction, the category of transaction, and the grounds for the cancellation request.
2. The Company shall acknowledge receipt of the request within 48 hours of a business day.
3. For hardware returns, await the Company's decision and issuance of an RMA number before dispatching any Goods. Do not dispatch prior to receiving a valid RMA.
4. If approved, follow the Company's instructions for returning Goods or processing the cancellation. Ensure all return conditions in Section 9 are met.
5. Upon receipt and inspection of returned Goods (where applicable), the Company shall notify you of the outcome within 5 business days and process any approved refund within 14 business days thereafter.

The following items, transactions, and amounts are expressly and unconditionally excluded from any cancellation, return, reversal, or refund right under this Policy, irrespective of the grounds cited by the User:

• Energy dispensed during any EV Charging Session — completed, partially used, or prematurely ended by the User;
• Wallet or prepaid balance top-ups, once the payment has been confirmed (except as provided in Section 4.2);
• Reservation or booking fees for Charging Sessions, regardless of whether the session took place;
• Idle, overstay, or penalty charges levied in accordance with the applicable station tariff;
• Subscription or plan fees once any plan benefit has been availed, or after the 24-hour cancellation window;
• Convenience fees, payment gateway surcharges, and platform service charges collected at the time of any transaction;
• Goods purchased at sale, discounted, or promotional prices;
• Goods that have been installed, commissioned, used, modified, or damaged after delivery;
• Custom, personalised, or bespoke Equipment manufactured to the User's specifications;
• Digital products, software licences, activated API keys, or CSMS credentials;
• Installation and professional service fees once the service has commenced on-site;
• Promotional credits, referral bonuses, complimentary sessions, or any benefit extended free of charge — these carry no monetary cancellation or refund value;
• Advance payments, security deposits, or earnest money paid under a formal Agreement unless expressly designated as refundable therein;
• Any transaction where the User has initiated a chargeback or payment dispute directly with their bank without first exhausting the Company's internal cancellation and refund process.

• 14.1Right to Refuse: The Company reserves the right to decline any cancellation or return request, in its sole and absolute discretion, where it determines that the applicable conditions of this Policy have not been met, or where it has reasonable grounds to suspect fraud, misuse, or bad faith.
• 14.2Restocking and Depreciation: Where a return of Goods is approved, the Company reserves the right to apply a reasonable restocking fee or depreciation charge before calculating the refundable amount. Such charges shall be communicated to the User prior to processing and shall reflect the Company's reasonable assessment of the diminution in value of the returned Goods.
• 14.3Right to Amend: The Company reserves the right to amend, update, or replace this Policy at any time at its sole discretion. Any revised Policy shall take effect upon publication on the Platform. Continued use of the Platform following such publication constitutes acceptance of the revised Policy.
• 14.4Goodwill Consideration: In exceptional circumstances, the Company may, at its sole and absolute discretion, offer a goodwill credit, ex gratia payment, or partial adjustment to a User. Such an offer shall not constitute an admission of liability, shall not establish any precedent, and shall not be convertible to cash or transferable to any third party.
• 14.5No Waiver: The Company's omission to enforce any provision of this Policy on any particular occasion shall not constitute a waiver of its right to enforce the same provision or any other provision at any future time.
• 14.6Statutory Rights: Nothing in this Policy purports to exclude or limit any right available to a consumer under the Consumer Protection Act, 2019, or any other mandatory provision of applicable Indian law. Where any provision of this Policy conflicts with a mandatory statutory right, the statutory right shall prevail to that extent only, and all other provisions shall remain in force.

The Company reserves the right to update, revise, or replace this Policy at any time, at its sole discretion, to reflect changes in applicable law, business practices, regulatory requirements, or operational needs. The Company is under no obligation to provide advance individual notice of any such changes.

All revisions shall take effect upon publication of the updated Policy on the Platform at www.ecoplug.in, identified by a revised "Effective" date at the top of the document. Where the Company considers a change to be material, it may endeavour to notify Users via the Platform, registered email address, or in-app notification — but makes no binding commitment to do so.

For all cancellation requests, policy queries, or escalations, Users may contact the Company through the channels below. All formal requests must be submitted in writing and should include the User's registered details, the relevant transaction or Order reference, and a clear description of the matter.