This policy describes when payments made through zevos.ai and the zevOS platform (operated by White Stripe Innovations Private Limited) are refunded, and how Operators may cancel their service.
1. Charging sessions (Drivers)
- Failed session — if you were charged but the charger never started delivering energy, the full amount is refunded automatically within 24 hours, or on request if the automatic refund did not trigger.
- Interrupted session — if a session ends early because of a charger or platform fault, you are charged only for the energy actually delivered; any excess pre-authorisation or wallet deduction is reversed.
- Overcharge or duplicate payment — the difference or the duplicate amount is refunded in full.
- No refund is due for energy that was delivered, for sessions ended by the Driver or the vehicle, or for idle/overstay fees displayed before the session started.
- Refund requests must be raised within 7 days of the session, with the session ID or receipt, through the support channels on the Contact page or from the session details screen.
2. Prepaid wallet balances
- Unused wallet balance can be withdrawn to the original payment method or, where that is not possible, to a verified bank account, on request. Promotional credits are not refundable.
- Wallet withdrawals are processed within 7 business days after verification.
3. How refunds are paid
Approved refunds are issued to the original payment method through the payment aggregator within 5–7 business days. Depending on your bank or card issuer it may take a further 5–10 business days to appear on your statement. UPI refunds are usually faster. We will share the refund reference number on request.
4. Disputes and chargebacks
If you believe a charge is wrong, contact us before raising a chargeback with your bank so we can resolve it quickly — most disputes are settled within 3 business days. We provide the charger meter readings and session log for any disputed session.
5. Operator services
- Platform fees on Starter are deducted per transaction and are not refundable once a session has been settled.
- Monthly usage invoices (Pro, Meter, Enterprise) are based on recorded kWh and are not refundable, except where a billing error is confirmed — in which case a credit note is issued against the next invoice.
- One-time setup fees are non-refundable once onboarding has started.
- Operators may cancel at any time from the dashboard or by email. Cancellation takes effect at the end of the current billing month; pending Driver settlements are paid out on the next settlement cycle.
6. Contact for refunds
Email support@zevos.ai with the session ID, amount and payment reference. You can also call +91 97797 57625 during Monday – Saturday, 10:00 – 18:00 IST.