If a charging session on the Chargisthan network is let down by a genuine fault in our charger, you shouldn't pay for energy you never received. This policy explains exactly when a session refund applies, what it doesn't cover, and how quickly your money comes back.
This Charging Session Refund Policy sets out the terms on which Chargisthan (Jodhpur, Rajasthan) reviews and settles refunds for individual EV charging sessions started through the Chargisthan app or a connected charge-point management dashboard. It applies to public and semi-public charging on the Chargisthan network. It is separate from our product Payment Terms, Shipping Policy, and hardware warranty, each of which governs its own subject. A refund under this policy is about the energy and payment for a single session — not the charging equipment itself.
This policy is for drivers who charge at Chargisthan-networked chargers and pay for that energy through the Chargisthan app, a linked wallet, or an in-app payment method. It governs refunds tied to the outcome of a charging session — for example, when a session is charged for but the charger fails to deliver energy because of a technical fault on our side.
To start a session and to be eligible for a refund, you need an active Chargisthan account created in the mobile app (Android or iOS) with a verified mobile number and a valid email address. We may ask for a few extra details — such as your vehicle type or the transaction reference — to locate and verify a session before processing a refund.
Keep the app updated and your contact details current. Refund updates, receipts, and status messages are sent to the mobile number and email on your account.
Knowing the state of a session makes it easy to see whether a refund is due. Every session moves through the stages below, and you can always confirm the live state from the LED indicators on the charger or the "Charging status" screen in the app.
The charger is booked or unlocked and has accepted your start command — energy delivery has begun.
The session closes on its own once the booked time is used or the requested energy has been dispensed.
You stopped the session yourself from the app or dashboard before it completed automatically.
Charging never actually started, or no measurable energy was delivered after your start command.
A session refund is available when a charging session is adversely affected by a technical fault in the Chargisthan charging device or platform, and you report it within five (5) calendar days of the session. In plain terms: if you paid but our equipment prevented you from getting the energy, we make it right. Typical qualifying situations include:
Five-day rule: claims raised more than five calendar days after the session can't be guaranteed, because session and meter logs needed to verify a fault may no longer be retrievable.
The simplest test is whether energy actually reached your vehicle. If it did, the session is generally payable; if a fault on our side stopped it, it's generally refundable.
Sometimes a payment is attempted for a session but is not completed — the gateway declines it, the transaction times out, or an amount is briefly held and then released. Where a payment fails and no valid session was delivered, you don't need to file a claim. Such amounts are reversed automatically, typically within 7 business days, subject to your bank or payment provider's processing time.
Some sessions are pre-authorised against an estimated amount and then reconciled to the actual energy delivered once the session closes and the charger reports its final meter reading. When this happens:
For Bluetooth-synced chargers, the sync must be completed within the five-day window for an accurate reconciliation and any resulting refund.
Raising a claim is quick. Have your session details ready and follow the steps below.
Note the session or transaction reference, the charger ID or location, the date and time, and the amount paid. A screenshot of the session in the app helps us locate it faster.
Email care@chargisthan.com — or use the in-app help option — describing what went wrong. Send it within five calendar days of the session.
Our team matches your claim to the charger's session and meter logs to confirm whether a qualifying device fault occurred.
Once approved, the eligible amount is refunded to your wallet or original payment method, and we confirm it by email or SMS.
We aim to resolve every claim promptly. These are typical timeframes; actual credit to your account also depends on your bank or payment provider.
Approved refunds are returned to the same source used for the session wherever possible — your Chargisthan wallet if you paid from the wallet, or your original card, UPI, or netbanking method if you paid directly. Wallet refunds are usually the fastest and can be used immediately toward your next charge. We don't issue cash refunds for app-based sessions.
Once we initiate an approved refund, the final credit to your account is handled by your bank, card network, UPI app, or payment gateway. Chargisthan isn't responsible for delays introduced by these third parties after a refund has been initiated from our side. If a confirmed refund hasn't reached you within the provider's usual window, get in touch and we'll share the reference so you can follow it up.
We may update this Charging Session Refund Policy as our network, app, and payment partners evolve. When we make a material change, we'll revise the "Last updated" date at the top of this page. The policy in effect on the date of your charging session applies to that session.
Our support team is happy to look into any session or refund question.
Refund or session query? Email care@chargisthan.com or WhatsApp / call +91 81074 93232 (9AM–6PM IST, Mon–Sun) with your session or transaction reference.