Clear, transparent rules for cancelling bookings and requesting refunds on ChargeXFinder — no
hidden clauses.
Effective Date: 19 June 2026
01 Overview
ChargeXFinder is committed to a fair and transparent refund and cancellation process. This policy covers all
transactions made through the ChargeXFinder app, including slot booking credits, wallet top-ups, and charging
session payments.
All monetary values in this policy are denominated in Indian Rupees (₹) or expressed as
ChargeXFinder Credits (CR), where applicable. The CR-to-INR exchange rate is determined at the time of purchase
and displayed transparently in the app.
02 Booking Cancellation by Drivers
When you book a charging slot on ChargeXFinder, a small credit fee is deducted from your wallet to hold
your time window. The refund amount depends on when you cancel relative to your booked slot time:
Cancellation Window
Credit Refund
Details
More than 2 hours before slot
100% refund
Full booking credits restored to wallet instantly
1-2 hours before slot
75% refund
75% of booking credits restored; 25% retained as cancellation fee
30 mins - 1 hour before slot
50% refund
50% of booking credits restored; 50% retained
Less than 30 minutes before slot
No refund
Credits forfeited; station was held exclusively for you
No-show (did not arrive or cancel)
No refund
Full booking credits forfeited
How to Cancel: Open the ChargeXFinder app → go to My Bookings → select the booking →
tap "Cancel Booking". The refund (if eligible) is credited to your wallet immediately.
03 Cancellation by Hosts
If a host cancels a confirmed booking, the following applies:
Full Refund: 100% of the driver's booking credits are automatically restored to the
driver's wallet, regardless of timing.
Host Accountability: Hosts who cancel confirmed bookings repeatedly may face penalties,
including reduced search ranking, temporary listing suspension, or account review.
Station Unavailability: If a station goes offline due to maintenance, power outage, or
equipment failure after a booking is confirmed, the driver receives a full credit refund and the host is not
penalised if the outage is reported promptly.
04 Wallet Credit Refunds
4.1 Purchased Credits
If you have unused purchased credits in your wallet and wish to withdraw them:
Submit a refund request via the app or email.
Refunds are processed to the original payment method (UPI, net banking, or card) used for
the top-up.
A minimum balance of ₹50 (or equivalent CR) is required to initiate a wallet refund.
Any applicable payment gateway processing fees (typically 2-3%) may be deducted from the refund amount.
4.2 Promotional & Bonus Credits
Non-Refundable: Welcome bonuses, referral credits, promotional offers, and any credits earned
through rewards programmes are non-refundable and non-transferable. These
credits can only be used within the app for booking charging slots or paying for sessions.
4.3 Account Closure
Upon account deletion, any remaining purchased credits will be refunded to your original
payment method within 15 business days.
Promotional credits are forfeited upon account closure.
Pending host earnings will be settled within 30 business days of account closure.
05 Charging Session Disputes
If you experience an issue during a charging session, you may raise a dispute for a refund:
5.1 Eligible Disputes
Overcharge: You were billed for more energy (kWh) than your vehicle actually received.
Session Not Started: Credits were deducted but the charger did not initiate a session.
Charger Malfunction: The charging session was interrupted due to a station-side hardware
failure.
Wrong Rate Applied: The per-kWh rate charged was different from the rate displayed at the
time of booking.
Double Deduction: Credits were deducted more than once for the same session.
5.2 Dispute Resolution Process
Raise a dispute within 7 days of the session date via the app (Session History → Report
Issue) or by emailing support@dxora.com.
Our team investigates using session logs, charger telemetry data, and host reports.
If the dispute is valid, a full or partial refund is issued to your wallet within 5-7 business
days.
If the dispute is not valid, you will be provided a detailed explanation with supporting data.
06 Refund Schedule Summary
Refund Type
Amount
Destination
Timeline
Booking cancellation (eligible)
50-100% of booking CR
In-app wallet
Instant
Host-cancelled booking
100% of booking CR
In-app wallet
Instant (auto)
System / technical error
100% of affected amount
In-app wallet
24-48 hours
Session dispute (approved)
Partial or full
In-app wallet
5-7 business days
Wallet credit withdrawal
Purchased CR (minus fees)
Original payment method
7-10 business days
Account closure — purchased CR
Remaining purchased CR
Original payment method
15 business days
Account closure — host earnings
Pending earnings
Registered bank account
30 business days
07 Non-Refundable Items
The following are not eligible for refunds or cancellations:
Completed and consumed charging sessions where no dispute is raised within 7 days.
No-show bookings where the driver did not cancel in advance.
Promotional, bonus, referral, or reward credits.
Cancellation fees deducted from late cancellations.
Payment gateway processing fees on wallet refunds.
Charges arising from damage to charging equipment caused by the user.
08 How to Request a Refund
You can request a refund through any of the following channels:
01
In-App
Go to Profile → Help & Support → select "Refund Request" and fill in the details.
02
Email
Send a request to support@dxora.com with your booking ID and
reason.
03
Review
Our team reviews the request within 3-5 business days and communicates the outcome.
04
Processing
Approved refunds are processed to your wallet or payment method per the timeline above.
Required Information: When submitting a refund request, please include your registered email or
phone number, booking/transaction ID, date and time of the session, and a brief description of the issue.
09 Refund Processing Timeline
Once a refund is approved:
Wallet Credits: Restored instantly or within 24-48 hours.
UPI Refunds: 1-3 business days.
Net Banking / Debit Card: 5-7 business days.
Credit Card: 7-10 business days (depends on your card issuer's billing cycle).
If you do not receive your refund within the stated timeline, please contact us at support@dxora.com with the refund reference number.
10 Contact Us
For any questions or concerns regarding refunds and cancellations:
ChargeXFinder
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