Ecoplug Energy India Limited

Ecoplug Energy India Limited ("Company," "Ecoplug," "We," or "Our") is committed to delivering reliable electric-vehicle charging services and clean-energy solutions across India. This Refund & Cancellation Policy ("Policy") has been formulated in the spirit of transparency and customer service, and sets out the framework within which refund or cancellation requests shall be evaluated and, where warranted, honoured.

This Policy applies to all individuals, entities, operators, and commercial partners ("User," "Customer," or "You") who transact with the Company through its websites, mobile applications, charging stations, or through any authorised representative. It covers EV charging wallet transactions, hardware and equipment purchases, subscription services, and installation or professional service engagements.

Amounts credited by a User to their Ecoplug digital wallet or prepaid charging account are held for the purpose of facilitating EV charging sessions across the Company's network. As a general principle, prepaid wallet balances are transactional in nature and are not ordinarily refundable once credited.

However, the Company acknowledges that circumstances may arise where a refund of wallet balance is fair and appropriate. In such cases, Ecoplug shall, at its discretion, consider refund requests under the following framework:

• Service-Attributable Charging Failure: Where a User's wallet is debited for a charging session that could not be initiated or completed due to a confirmed fault in Ecoplug-operated infrastructure — such as a charger malfunction, payment gateway error resulting in a double debit, or session billing discrepancy confirmed by Company telemetry — a refund or equivalent credit adjustment shall be processed upon verification.
• Erroneous or Duplicate Transactions: Where a User inadvertently credits their wallet more than once within the same transaction cycle, and the excess balance remains wholly unutilised at the time of the request, the Company may, upon written application within 48 hours of the transaction, consider a refund of the excess amount.
• Account Closure by User: Where a User formally requests account closure and holds a residual verified prepaid balance, the Company may, subject to satisfactory identity verification and compliance review, process a refund of the net available balance, after deduction of any applicable processing charges.

All approved wallet refunds shall be credited exclusively to the original payment instrument used for the top-up. Processing timelines for approved refunds are set out in Section 7 of this Policy.

The sale of EV charging hardware, equipment, accessories, and related products is governed by a distinct set of considerations, reflecting the commercial and technical nature of such transactions. The Company endeavours to ensure that all products dispatched meet the specifications communicated at the time of purchase.

A return or refund request for hardware products may be considered within the above window, provided the product is in its original, unused, and uninstalled condition with all components, accessories, and documentation intact. Requests must be supported by the original purchase invoice and a clear description of the grounds for return.

The following circumstances shall ordinarily preclude eligibility for a hardware refund:

• Products that have been installed, commissioned, or put into operational use in any manner.
• Products showing signs of physical damage, tampering, unauthorised modification, or improper handling attributable to the User.
• Products for which warranty claims are more appropriately directed to the original equipment manufacturer (OEM).
• Custom-ordered, specially procured, or made-to-specification products that were accepted in writing by the User prior to manufacture or procurement.
• Any request received after the expiry of the thirty (30) calendar day return window from the date of delivery — no exception, extension, or waiver shall be granted in respect of this period.

Services rendered by the Company or its authorised partners in the nature of installation, commissioning, site surveys, annual maintenance contracts (AMCs), or project-based engagements are governed primarily by the specific scope of work and commercial terms agreed between the parties at the time of engagement.

As service delivery necessarily involves the deployment of skilled personnel, proprietary materials, and technical resources, refund requests in respect of such services shall be evaluated within the following framework:

• Pre-Commencement Cancellation: Where a User cancels a confirmed service engagement prior to any mobilisation of resources by the Company, a reasonable administrative and cancellation charge may be retained by the Company, and the balance, if any, may be refunded at the Company's discretion.
• Post-Commencement: Once installation or service delivery has commenced, fees attributable to work completed or resources deployed shall not be refundable, regardless of the outcome of subsequent stages of the project.
• Company Default: In the limited circumstance where the Company is unable to complete a committed scope of work due to reasons solely and directly attributable to the Company's own default, the Company shall make reasonable commercial arrangements, which may include a partial credit, re-performance of the service, or a proportionate refund — to be determined at the Company's discretion following an internal review.

Where a User has entered into a formal written agreement, memorandum of understanding, channel partner agreement, operator agreement, or any other binding commercial contract with Ecoplug Energy India Limited, the terms and conditions contained in that agreement shall prevail in their entirety over the general provisions of this Policy.

Users who believe they are entitled to a refund or adjustment under the terms of a signed agreement are required to submit their claim in writing, with reference to the relevant agreement clause, to the Company's designated point of contact as specified in that agreement. The Company shall respond within the timelines stipulated therein, or where not specified, within a reasonable commercial period.

The execution of a commercial agreement with the Company does not, in itself, create any entitlement to refund beyond what is expressly provided for within the four corners of that agreement. The Company shall not be bound by oral representations, prior course of dealing, or general trade usage to the extent they conflict with the written agreement.

Subscription or membership plans offered by the Company are activated upon payment and provide access to designated benefits during the plan tenure. These plans are structured as prepaid commitments and are generally non-refundable following activation.

• A subscription cancelled within twenty-four (24) hours of purchase, and where no plan benefit has been availed, may be eligible for a full refund, less payment processing charges.
• Once any benefit associated with a subscription plan has been utilised, no pro-rata or partial refund shall be available for the unexpired portion of the plan tenure.
• The Company reserves the right to modify, restructure, or discontinue subscription plans upon reasonable notice. In the event of a Company-initiated discontinuation, Users with active paid plans may receive a pro-rata adjustment for the remaining tenure, at the Company's discretion.

All refund and return requests must be submitted through the Company's designated channels. The Company shall not be obligated to process any request that is not made in accordance with the procedure set out herein.

The Company is committed to addressing grievances in a fair, timely, and professional manner. Users who are not satisfied with the outcome of their refund request are encouraged to utilise the following escalation framework prior to seeking external recourse:

• First Instance — Customer Support: Contact the Company at support@ecoplug.in or +91 9119115675. The Company endeavours to respond within 3 working days of receipt of a properly documented request.
• Escalation — Grievance Officer: Where a matter remains unresolved within fifteen (15) days of first contact, the User may escalate in writing to the Company's designated Grievance Officer at the registered office address. The Grievance Officer shall respond within thirty (30) days, in accordance with applicable Indian consumer protection legislation.
• Arbitration: Any dispute that cannot be resolved through the above process shall be referred to binding arbitration conducted in English at Alwar, Rajasthan under the provisions of the Arbitration and Conciliation Act, 1996. The decision of the sole arbitrator shall be final and binding on both parties.

• The Company reserves the right to amend this Policy at any time. The revised Policy shall become effective upon publication on the Company's official platforms. Continued use of any Company service following such publication shall constitute acceptance of the revised terms.
• The Company's internal records — including transaction logs, session telemetry, payment gateway data, and customer account records — shall constitute the primary and authoritative source of information for the evaluation of any refund request. External assertions unsupported by verifiable evidence shall not ordinarily be sufficient grounds for a refund determination.
• The Company may, at its sole discretion, extend a goodwill gesture or commercial accommodation to any User. Such accommodation shall not be construed as an admission of liability, shall not create a precedent, and shall carry no monetary or cash-equivalent value unless expressly stated.
• Nothing in this Policy shall be construed to limit or exclude any statutory right available to a User under applicable Indian law, including the Consumer Protection Act, 2019. To the extent any provision conflicts with a mandatory statutory right, such statutory right shall prevail to that extent only.
• Where a User initiates a chargeback, payment reversal, or dispute directly with their bank, card network, or payment provider without first exhausting the Company's internal refund process, the Company reserves the right to suspend the User's account pending resolution and to contest such chargeback through all available channels.
• The Company shall not be held liable for any refund obligation arising from events beyond its reasonable control, including force majeure, government directives, third-party infrastructure failures, or regulatory changes.

For all matters relating to this Policy, refund requests, or general service enquiries, please reach the Company through the following channels. All formal communications should be in writing and include your registered contact details and relevant transaction reference(s).