CANCELLATION AND REFUND POLICY

Effective Date: April 1, 2025

Last Updated: September 2026

 

DIGIHORIZON RECHARGE VEHICLE PRIVATE LIMITED ("Palipoint", "Company", "we", "us", or "our") strives to provide a seamless, reliable, and transparent experience for all EV drivers, charging point operators, fuel station partners, technicians, and enterprise clients. This Cancellation and Refund Policy governs the rules, fees, timelines, and procedures applicable to the cancellation of slot reservations, on-demand services, smart socket charging, electrician services, and vendor subscription packages.

 

1. CONSUMER CHARGING, SLOTS & ON-DEMAND SERVICES

 

1.1. Advance Slot Reservations (EV Charging / CNG / Battery Swap / Bio-Diesel / Petrol / H2 / Tyre Repair):

- Confirmation & Reservation Lock: Once an advance slot booking is requested and confirmed through the Palipoint platform, infrastructure capacity is reserved exclusively for your vehicle.

- User-Initiated Slot Cancellation:

  * Cancellations made prior to the scheduled slot time are subject to a nominal Cancellation Fee of ₹10 (Ten Indian Rupees) per slot to cover digital reservation overheads.

  * Once a vendor or station merchant accepts and initiates order preparation or charging bay clearance, cancellation requests may not be entertained.

- On-The-Spot (Walk-In) Bookings: On-the-spot, direct plug-and-charge, and instant QR-scan sessions carry an absolute NO CANCELLATION and NO REFUND policy once electricity dispensing has commenced.

- No-Shows & Missed Slots: If a customer fails to arrive at the designated charging bay within the permissible grace window (10 minutes from slot start time), the reservation shall be marked as a "No-Show". The slot fee is non-refundable, and the bay will be released to other drivers.

 

1.2. Smart Socket Charging:

- Cancellation Fee: A fixed Cancellation Fee of ₹30 (Thirty Indian Rupees) applies if an advance smart socket reservation is cancelled after confirmation.

- On-the-spot socket charging has a strict NO CANCELLATION and NO REFUND policy once the socket relay has been activated.

 

1.3. Station-Side Cancellations & Service Disruption Rewards:

- If an accepted slot booking is cancelled directly by the station operator/vendor due to operational faults, power failure, or station negligence, the full advance booking fee paid shall be promptly refunded to the user's Palipoint Wallet or original payment method.

- In addition to the refund, Palipoint may, at its sole discretion, credit promotional Palipoint Coins / reward credits to the driver's account as a goodwill concession.

 

1.4. Incomplete or Interrupted EV Charging Sessions:

- If a charging session terminates prematurely due to a hardware fault, charger error, or emergency stop button trigger, the user will be billed ONLY for the actual energy consumed (measured in kWh or active minutes up to the cutoff point). Any unused pre-authorized balance hold will be immediately released back to the user's wallet or payment card.

 

2. ELECTRICIAN & TECHNICAL SERVICES CANCELLATION RULES

 

2.1. Customer Cancellation:

- Free Cancellation Window: You may cancel an on-demand electrician or charger installation booking free of charge up to two (2) hours prior to the scheduled technician arrival time.

- Late Cancellation Fee: If a booking is cancelled within less than two (2) hours of the scheduled time, or after the electrician has already been dispatched to the site, a nominal dispatch fee (up to ₹150) will be deducted to compensate the independent technician for travel and lost time.

- Cancellation After Site Arrival / Survey: Once the electrician arrives at the site and completes a diagnostic survey, the site inspection fee is non-refundable.

 

2.2. Service Cancellation by the Technician or Platform:

- If an electrician fails to arrive or cancels due to emergency circumstances, the customer will receive an immediate full refund or have the option to be rescheduled with another certified technician at zero extra cost.

 

3. VENDOR, CPO & ENTERPRISE SUBSCRIPTION SERVICES

 

3.1. Vendor & CPO Subscription Cancellations:

- B2B partners, CPOs, and station vendors enrolled in monthly, quarterly, or annual Palipoint software/platform subscriptions may request cancellation at any time by contacting support at contact@palipoint.com.

- Notice & Effective Date: Subscription cancellations become effective at the conclusion of the active billing cycle or immediately upon written confirmation from our enterprise support team.

- Prorated Refunds for Annual Plans: If a vendor cancels an advance annual subscription, Palipoint will review the request and, subject to contract terms, provide a prorated refund for the remaining unused full billing months, minus any onboarding setup costs or promotional discounts already enjoyed.

 

3.2. Termination by Palipoint for Cause:

Palipoint reserves the right to terminate a vendor's or CPO's subscription, software access, or station listing without refund under the following circumstances:

- Breach of Platform Terms, safety guidelines, or fraudulent metering practices;

- Non-payment of platform commissions or recurring SaaS dues;

- Discontinuation of specific legacy software modules (with 30 days prior notice).

 

4. REFUND ELIGIBILITY, RULES & NON-REFUNDABLE CHARGES

 

4.1. Eligible Refund Circumstances:

- Platform failure where money was debited but the charging session failed to initiate;

- Unused portion of a pre-authorized payment hold after successful session conclusion;

- Approved vendor subscription cancellations submitted within 10 days of the billing date;

- Double billing or erroneous duplicate deductions caused by technical payment gateway glitches.

 

4.2. Strictly Non-Refundable Items:

- Consumed electrical energy (kWh units already delivered into the vehicle battery);

- Slot reservation fees for completed or missed (No-Show) appointments;

- Idle / Overstay penalties incurred for blocking bays after charging completion;

- Completed electrician labor, diagnostics, and physical site survey charges;

- Expired promotional reward coins, vouchers, or non-cash platform credits.

 

5. REFUND TIMELINES & PAYMENT METHODS

- Review & Approval: Once submitted, our technical and finance audit team reviews refund requests within 24 to 48 business hours.

- Processing Speed:

  * Palipoint Wallet Refunds: Reflected instantly or within 1 to 2 business days.

  * Original Payment Method (UPI, Net Banking, Debit/Credit Card, Stripe, PayPal): Automatically initiated to the issuing bank/payment gateway within 1 to 2 business days. It typically takes 3 to 7 business days for the funds to reflect in your external bank or card statement, depending on your financial institution's processing cycles.

- Method of Payout: All refunds are strictly credited back to the source payment method or registered Palipoint Wallet. No cash refunds will be issued under any circumstances.

 

6. HOW TO SUBMIT A CANCELLATION OR REFUND REQUEST

If you experience a failed transaction or wish to dispute a billing charge, please reach out to our dedicated support desk within seven (7) days of the incident:

 

- In-App Support: Navigate to Profile > Support & Help Desk > Raise Ticket / Request Refund

- Email Support: contact@palipoint.com

- Please Provide: Registered Mobile Number/Email, Booking/Session ID, Charger/Station ID, Transaction Date & Amount, and a screenshot of the payment receipt or error message.

 

7. CONTACT DETAILS

For all cancellation, dispute, and billing-related inquiries:

 

Billing & Support Department

DIGIHORIZON RECHARGE VEHICLE PRIVATE LIMITED

Address: Plot No-2108/2453, At-Krushna Nagar, Jaleswar, Baleswar - 756032, Odisha, India

D-U-N-S: 95-731-7025

Email: contact@palipoint.com

Website: https://www.palipoint.com