Salzer NexCharge

Refund Policy

Last updated: May 19, 2026

If you are not satisfied with a transaction or charging service, we invite you to review our policy on refunds. The following terms apply to all services and wallet transactions made through the Salzer NexCharge Application.

CHARGING SESSION REFUNDS

Eligibility Criteria

A refund for a charging session may be considered if:

  • The charging equipment was unable to provide output despite power being available.
  • The station was inaccessible due to a software or firmware issue on our end.
  • The session stopped abruptly due to a technical fault — in such cases, a partial refund may be issued based on actual energy consumed.
  • Payment was successfully deducted but the session did not start — the transaction ID must be provided for verification.

Non-Eligible Cases

  • Sessions that completed normally and functioned correctly.
  • Sessions stopped by the user or due to insufficient wallet balance.
  • EV-side failures, errors displayed by the vehicle, or connector incompatibility issues.
  • Cases where the payment failed — these are refunded automatically by the payment gateway within 7 business days.

WALLET TOP-UP REFUNDS

Wallet top-ups are eligible for a refund if:

  • The amount was charged but the wallet was not credited due to a payment gateway or system error.
  • A duplicate charge occurred for the same transaction.
  • The refund request is raised within 7 days of the transaction date.
Wallet balance that has been successfully credited and used for charging sessions is non-refundable.

UNUSED WALLET BALANCE

Unused wallet balance may be refunded in the following circumstances:

  • Account closure requested by the user with a remaining balance of ₹100 or more.
  • Service discontinuation by Salzer NexCharge in your region.

Balances below ₹100 in closed accounts are non-refundable. Approved refunds are processed to the original payment instrument within 7–10 business days.

PROCEDURE FOR REQUESTING A REFUND

  1. Raise a request within the deadline: Refund requests must be submitted within 72 hours of the charging session, or within 7 days for wallet top-up issues. Requests raised after these deadlines are not eligible for refunds.
  2. Submit your request: Email support@salzernexcharge.com with the following details:
    • Your registered mobile number or email
    • Session ID or Transaction ID
    • Date and time of the session or top-up
    • Station name and location (for session disputes)
    • Clear description of the issue
  3. Verification: Our support team will verify the details internally with the relevant systems. We will respond within 5 business days.
  4. Settlement: If the refund is approved, it will be credited to the original payment instrument (UPI, debit/credit card) via Razorpay within 7–10 business days of approval.
For payment failures where the deduction happened but no session started, please share the transaction ID from your bank or UPI app. Our team will cross-verify with the payment gateway and process the refund if eligible.

NON-REFUNDABLE ITEMS

  • Charges for charging sessions that functioned correctly and were completed normally.
  • Wallet balance consumed for valid sessions.
  • Sessions terminated by the user before completion.
  • Losses due to vehicle incompatibility, user error, or third-party equipment failure.
  • Wallet balances below ₹100 at the time of account closure.
  • Refund requests raised beyond the stated deadlines.

PAYMENT FAILURES

In cases where a payment has failed and no session was initiated, refunds are typically processed automatically by the payment gateway (Razorpay) within 7 business days to the original payment source. If this does not happen, contact us with the transaction ID and we will investigate.

CONTACT US

For refund requests or payment disputes, please contact our support team: