Refund & Cancellation Policy

It applies to payments made through the e-bolt app: wallet top-ups, and charging sessions at charge points operated by e-bolt or by a host on the e-bolt network.

It does not cover charging you pay for directly to a third-party operator whose station is merely listed on our map — that is between you and that operator. See section 4 of the Terms & Conditions.

• Before energy flows — no charge. If you back out before the session starts, or the charge point never begins delivering, nothing is deducted. Any amount held against the session is released back to your wallet.
• During a session — stop any time. Use the stop button in the app or at the charge point. You pay only for the energy delivered up to that moment; the rest of the held amount returns to your wallet, normally within a few minutes of the session closing.
• Energy already delivered is not refundable. Once electricity has gone into the vehicle it has been consumed and cannot be returned.

Cancelling a reservation

Where the app lets you reserve a connector, the reservation is held for a limited window shown at the time you book it. You can cancel it from the app at any point before that window expires, at no charge.

If you neither arrive nor cancel, the hold simply lapses and the connector is released to other drivers. Any amount held against the reservation returns to your wallet when it lapses or is cancelled.

There is no cancellation fee for a session or a reservation.

If a session fails, stops early, or bills an amount that looks wrong, we will investigate it against the charge point's own meter data.

• Charged but no energy delivered — refunded in full to your wallet. Interrupted and failed sessions are reconciled automatically, so in most cases the money is back before you have had to ask.
• Session stopped early by a charger or network fault — you keep paying only for the metered energy; anything charged above that is returned to your wallet.
• Billing looks wrong — tell us and we will reconcile the app's record against the charge point's meter reading. If the charge was too high, we credit the difference.

Refunds for sessions are credited to your e-bolt wallet by default, because that is instant. If you would rather have the money back on your original payment method, say so and we will do that instead — subject to the timelines in section 6.

If money left your account but the wallet was not credited, the payment usually reconciles by itself once the gateway confirms it — typically within a few minutes, and in a small number of cases up to 24 hours.

If it has not appeared after that, email support@e-bolt.in with the date, the amount and the payment reference or UTR from your bank. Where the payment succeeded but the credit did not, we credit the wallet. Where the payment failed at the gateway, the money is returned by the gateway to your source account within the timelines below — the deduction you saw was an authorisation that never completed.

Money you topped up and have not spent is yours. You can ask for it back at any time — there is no expiry on the balance and no fee for returning it.

• Email support@e-bolt.in from the address on your account, or including your registered phone number, with the subject “Wallet refund”.
• We refund to the original payment method used for the top-up. We cannot send it to a different card, account or person — that restriction protects you, and applies to every regulated payment gateway.
• Where the balance came from several top-ups, we refund against them starting with the most recent.
• Promotional or bonus credit we granted is not cash and is not refundable; it is removed when the balance is returned.

We approve or decline a refund request within 7 working days of receiving it, and tell you either way. Once approved, the money moves on this schedule:

Bank timelines are set by your bank and the payment gateway, not by us. If a refund has not reached you a week after we confirmed it, send us the reference we gave you and we will chase it with Razorpay.

• Energy already delivered to your vehicle, charged at the tariff shown before the session started.
• Idle or overstay fees correctly applied after the grace period, where those were disclosed in the app before you started.
• Promotional credit, discounts and referral bonuses.
• A slower session than you hoped for, where the charge point worked correctly. Charging speed is limited by your vehicle, its battery temperature and state of charge, and shared load at the site.
• Sessions obtained fraudulently, or charges arising from tampering with a charge point.

None of this affects your rights under the Consumer Protection Act, 2019 or any other law that cannot be contracted out of.

Email support@e-bolt.in and include as much of this as you have:

• the registered phone number on your account,
• the date and approximate time of the session or top-up,
• the charger name or location, for a session,
• the amount, and the payment reference or UTR, for a top-up,
• what went wrong, in a line or two.

We acknowledge within 48 hours and resolve within 7 working days. If a case needs meter data from a third-party host we will tell you and keep you updated.

Please contact us before raising a chargeback with your bank. Almost every dispute is resolved faster directly, and a chargeback raised while we are already processing a refund can duplicate it, reverse it, or freeze the amount for weeks while the banks settle between themselves.

Accounts with chargebacks raised on sessions that were genuinely delivered may be suspended pending investigation.

Customer care

support@e-bolt.in
+91 79001 90264
BOLT EV SOLUTIONS LLP (trading as e-bolt)
A-212, Floor 2, A Wing, Mumbai Pune MMS Premises, Wadala Truck Terminal Road, Antop Hill, Mumbai, Maharashtra 400037, India

Grievance Officer

Aryan Sahal — grievance@e-bolt.in, +91 79001 90264. If a refund has not been handled to your satisfaction, write to the Grievance Officer with your original request; we respond within 30 days.