Cancellation & Refund Policy

Scope of this policy

This policy explains how cancellations and refunds work for payments made to ValEV through our website and app. That means money added to your ValEV Wallet and charging sessions paid for from it. Please read it before topping up your Wallet or starting a session.

Definitions

Company, “ValEV”, “we” or “us” means Val Energy Pvt. Ltd., trading as ValEV.

Application means the ValEV mobile app. Website means valev.in. Service means the Website, the Application, or both.

Wallet means the prepaid balance in the Application used to pay for EV charging. Charging Session means one charge of your vehicle at a ValEV charger. Roaming Partner means a third-party EV charging app or wallet that can be used to pay at ValEV stations. You means any person or entity using the Service.

ValEV Wallet

Money added to your Wallet can be used only to pay for charging at ValEV stations. Wallet balances are non-refundable. They cannot be withdrawn to a bank account or transferred to another user.

The Wallet exists so you can start charging in seconds without making a fresh payment every time. Your balance stays in your account for future sessions, so please add only what you expect to use.

Charging sessions

You pay only for the energy actually delivered to your vehicle: the units (kWh) charged, multiplied by the tariff shown before you start, plus applicable GST.

If a session fails to start, or stops early because of a fault with our charger or app, you are not charged for energy you did not receive. Any amount held for that session is returned to your Wallet.

If money is debited from your bank, UPI, or card but does not reach your Wallet, or you are charged twice for the same top-up, the amount is reversed to your original payment method, usually within 5–7 working days depending on your bank.

Roaming partners

If you pay for a session through a Roaming Partner's app or wallet, that payment and any refund are handled by the Roaming Partner under its own policy. We will share session details with them to help resolve any issue.

Partner and franchise payments

Payments made by host, franchise, or fleet partners are governed by the signed agreement with that partner, not by this policy.

Contact

Questions about a payment or a charging session? Email valevenergy@gmail.com or message us on WhatsApp. Please include your session ID or transaction reference so we can help faster.