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Zingrev

Refunds & Cancellations Policy

Effective Date: October 2025

Last Updated: October 2025

 

1. Introduction

1.1 This Refunds & Cancellations Policy (“Policy”) explains the rights and obligations of EV Drivers, Charger Providers, and Zingrev OÜ (“Zingrev”, “we”, “our”, “us”) in relation to cancellations, refunds, and credits for Charging Sessions booked through the Zingrev Platform (“Platform”).

1.2 This Policy complements the Terms of Service and the Payment Terms & Fees Policy and must be read in conjunction with them. Where there is a conflict, this Policy shall prevail with respect to refunds and cancellations.


2. General Principles

2.1 All payments and refunds are processed through our licensed Payment Provider in compliance with the Payment Services Directive (PSD2).

2.2 Refunds are credited to the EV Driver’s original payment method unless otherwise stated (e.g., credit notes).

2.3 Refund processing times depend on banks and payment networks but typically range from 5–10 business days.

2.4 Zingrev reserves the right to issue credit notes or discount codes in lieu of cash refunds in specific cases (outlined below).


3. EV Driver Cancellations

3.1 Cancellation More Than 2 Hours Before Start Time

      • EV Drivers cancelling more than 2 hours before the scheduled Charging Session start time are entitled to a full refund of the Reservation fee.
      • Refunds will be processed to the original payment method.

3.2 Cancellation Between 2 Hours and 30 Minutes Before Start Time

      • EV Drivers cancelling between 2 hours and 30 minutes before the scheduled start time are entitled to a 50% refund of the Reservation fee.
      • The remaining 50% is payable to the Charger Provider to compensate for blocked availability.

3.3 Cancellation Less Than 30 Minutes Before Start Time

      • EV Drivers cancelling within 30 minutes of the scheduled start time are required to pay for the equivalent of a minimum 30-minute Charging Session at the rate of the original Reservation.
      • If the Reservation exceeds 30 minutes, the balance beyond 30 minutes will be refunded.

3.4 No-Show by EV Driver

      • If the EV Driver fails to attend without cancellation, the session is considered a no-show.
      • No refund will be granted. The full session cost is payable to the Charger Provider.


4. Charger Provider Cancellations

4.1 Cancellation More Than 2 Hours Before Start Time

      • If a Charger Provider cancels a Reservation more than 2 hours before the start time, the EV Driver is entitled to a full refund.

4.2 Cancellation Within 2 Hours But More Than 30 Minutes Before Start Time

      • If a Charger Provider cancels between 2 hours and 30 minutes before the start time, the EV Driver is entitled to a full refund.
      • The Charger Provider may be flagged for cancellation monitoring.


4.3 Cancellation Within 30 Minutes of Start Time

      • If a Charger Provider cancels a Reservation within 30 minutes of the scheduled start:
        • The EV Driver is entitled to a full refund.
        • The Charger Provider is required to pay Zingrev the Service Fee (14%) based on the original Reservation rate.
        • More than three (3) such late cancellations may result in suspension, restrictions, or removal from the Platform, and may negatively affect service ratings.

4.4 Exception – Valid Cause

      • If the Charger Provider cancels within 30 minutes due to a valid cause (personal emergency or safety concerns regarding the EV Driver):
        • The EV Driver will receive a credit note or discount code equal to the Reservation amount.
        • The Charger Provider will not be charged the Service Fee.
        • The Charger Provider must report the incident to Zingrev Support or Helpdesk within 30 minutes of cancellation, with supporting details.

4.5 Equipment Malfunction

      • If the Charger Provider’s equipment is not functional at the time of the Reservation:
        • The EV Driver will receive a credit note or discount code equal to the Reservation amount.
        • The equivalent value will be deducted from the Charger Provider’s payout.
        • Repeated equipment issues may result in penalties or account suspension.


5. Auto-Rejected Reservations

5.1 If an EV Driver places a Reservation request within 30 minutes of the scheduled start time and the Charger Provider does not confirm in time, the Reservation may be automatically rejected.

5.2 In such cases, the EV Driver will not be charged by Zingrev. If a pre-authorisation hold was placed, it will be released in accordance with the Refunds & Cancellations Policy.


6. Credit Notes and Discount Codes

6.1 A credit note or discount code is a voucher provided by Zingrev to an EV Driver in lieu of a cash refund in specific situations (e.g., valid cause cancellations, equipment malfunction).


6.2 Credit notes/discount codes:

      • Are issued electronically via the Platform.
      • Can be applied against future Charging Sessions booked through the Platform.
      • Are valid for 12 months from the date of issue unless otherwise stated.
      • Are non-transferable and cannot be exchanged for cash.


6.3 Issuance of credit notes is at the discretion of Zingrev, in accordance with this Policy.


7. Force Majeure Events

7.1 Neither EV Drivers nor Charger Providers are entitled to refunds or compensation for cancellations caused by force majeure events, including but not limited to:

      • Natural disasters;
      • Power grid failures;
      • Government restrictions or emergencies;
      • Events beyond the reasonable control of the parties.


7.2 Zingrev may, at its discretion, provide credit notes in force majeure cases.


8. Dispute Resolution

8.1 Disputes regarding refunds or cancellations must first be submitted to Zingrev Support.

8.2 Zingrev will review each dispute on a case-by-case basis and may require supporting evidence (e.g., screenshots, photographs, communication logs).


8.3 If unresolved, consumers may escalate the complaint to:

      • The Estonian Consumer Protection and Technical Regulatory Authority (TTJA); or
      • The Estonian Consumer Disputes Committee.


8.4 EU-based consumers may also submit disputes via the EU Online Dispute Resolution Platform (https://ec.europa.eu/consumers/odr/).


9. Governing Law

9.1 This Policy is governed by the laws of Estonia, subject to mandatory consumer protection rights under EU law.

9.2 Disputes shall be subject to the exclusive jurisdiction of Estonian courts, unless mandatory EU law provides otherwise.

 

10. Contact

For questions about refunds & cancellations policy, please contact us at:

     

📧 Email: legal@zingrev.com

📍 Address: Harju maakond, Tallinn, Kesklinna linnaosa, Tuukri tn 19-202, 10120, Estonia
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