Pricing & Refund Policy

EI Charge app provides a seamless experience for electric vehicle (EV) owners to charge their vehicles at our designated charging stations. Understanding the pricing and refund policy is essential for a hassle-free experience. Below, we outline the details of our pricing components and the procedure to claim a refund in case of any discrepancies.
1.
Pricing Policy
Our pricing is composed of three main components: the charging fee, idle fee, and a minimum fee top-up. These are calculated as follows:
1.1
Charging Fee
The charging fee is determined by the charging station and is billed either by the amount of electricity consumed (in kWh) or by the duration of the charge (in minutes). The rate per unit of electricity or time is dynamically set based on the charging power at the time of use. The specific rate can be configured and reviewed in the EI Charge backend system.
1.2
Idle Fee
An idle fee is an additional charge incurred when a user parks at a charging station but does not engage in charging their vehicle. Each charging station has an allowable free parking duration set in the EI Charge backend, beyond which the idle fee is applied if the vehicle is not charging. Operators can also find settings for a daily time window when idle fees are not charged, allowing for free parking during these times without accumulating free duration or incurring idle fees.
1.3
Minimum Fee top-up
The minimum fee is the least amount that a user must spend for a charging session at our stations. Once a user initiates a charging session, the total of the charging fee and idle fee will be adjusted to meet the minimum consumption requirement if they fall short.
2.
Refund Policy
2.1
Refund Eligibility
  • Refunds are eligible for specific circumstances related to the use of EI Charge app developed by PINGALAX Inc. and its services, facilitating the connection of an Electric Vehicle to EI Charge Charging Stations for recharging. Users must adhere to the guidelines outlined in this policy.
  • Refund requests will only be considered within 15 days from the date of the transaction.
2.2
Refundable Circumstances
  • Charger Offline: If the charging station/charger becomes offline or powered off during the charging session, the charging data displayed on App may be inaccurate. The settlement will be calculated based on the data synchronized after reconnection. If the final settlement data does not match the actual situation, the refund will be processed after deducting the actual charging amount from the total.
  • App Issues: If the charging session is interrupted due to any problem within the EI Charge App, for example, the App crashes resulting in inaccurate charging data in the final settlement, the refund will be processed after deducting the actual charging amount from the total.
  • Overcharge or Technical Error: If users believe there has been an overcharge or a technical error resulting in an incorrect transaction amount, the refund will be processed after deducting the actual charging amount from the total.
2.3
Non-Refundable Circumstances
  • User Actions: Refunds will not be provided for errors made by the user within the EI Charge App, such as selecting the wrong charging station, charging session duration, or other user-configurable settings.
  • Rate Changes: EI Charge reserves the right to adjust charging rates, and refunds will not be provided based on changes in rates.
2.4
Refund Process
  • To request a refund, users must provide the invoice or transaction ID generated during the charge session along with evidence of the incorrect billing, such as a screenshot of the erroneous charge.
  • The EI Charge customer support team will review the refund request and determine its eligibility. If approved, the refund process will be initiated within 15 days.
  • Refunds will be issued using the same payment method used for the original transaction, unless otherwise agreed upon.
2.5
Contact Information
For any questions or concerns regarding the refund policy, users can contact the EI Charge customer support team at eicharge@pingalax.com or via phone at +86 17815393334.
EI Charge is committed to providing a transparent and fair charging experience. Should you encounter any issues with our pricing or require a refund, please do not hesitate to reach out to us with the necessary details. We are dedicated to ensuring customer satisfaction and resolving any concerns promptly.