Updated: April 15, 2026
This Refund Policy (“Policy”) explains how refunds are handled for funds loaded into a Velocicharge account (“Wallet”), charging sessions, penalties, reload transactions, and promotional programs. This Policy is supplemental to and forms part of Velocicharge’s General Terms & Conditions (“General T&C”).
- General Principles
Funds loaded into a Velocicharge Wallet are prepaid credits for charging services. Wallet balances are not bank deposits, do not earn interest, and are not insured. All refunds are subject to verification, compliance review, and fraud-prevention controls. - Official Refund & Claim Channels
All refund requests, claims, or inquiries must be initiated through Velocicharge’s official channels:
Email: info@velocicharge.com
Phone: 787-918-3000
Claims submitted through unofficial channels may not be reviewed or processed.
- Wallet Balance Refunds (Account Closure)
Refunds may be requested only upon account closure, provided the account is in good standing and has no open disputes or unpaid balances.
- Refund Amount:
The refundable amount corresponds to the available Wallet balance at the time the refund is processed. - Refund Fee:
Approved refunds are subject to a 5% processing fee. - Refund Method & Exceptions:
Refunds are issued to the original payment method. If unavailable, Velocicharge may evaluate alternative methods at its sole discretion.
- Processing Time
Approved refunds are typically processed within 3 to 5 business days. Depending on verification, banking institutions, or dispute resolution, processing may take up to ninety (90) days. - Supporting Documentation
Velocicharge may request supporting documentation including screenshots, photos, videos, receipts, or other relevant evidence. Failure to provide documentation may result in denial. - User Error & Non-Refundable Situations
Refunds will not be issued for user error, incompatible connectors, improper use, failure to report issues, authorized reloads, or disagreement with disclosed fees. - AutoPay & Reload Transactions
Reload transactions are user-authorized and final. Exceptions may occur in cases of verified system error or billing duplication, subject to review. - Idle Fees, Penalties & Fines – Claim Process
Idle fees and penalties are generally non-refundable. Claims must be submitted via email within ten (10) days and include full account and incident details. Investigations may include review of security camera recordings, charger logs, and system data and may take up to thirty (30) days.
Exceptions may apply in cases of charger malfunction, equipment defects, outages, or critical circumstances.
Certain fees, penalties, or enforcement actions referenced in this Refund Policy are governed by the Charging Network Use & Fair Access Policy, which sets forth rules regarding fair use, station availability, and user conduct.
- Promotional Programs & Coupons (Including CFC)
Promotional balances, including Complementary Free Charge (CFC) coupons, have no cash value and are non-refundable. Users must review the full CFC Coupon Terms & Conditions. - Chargebacks & Disputes
Users are encouraged to contact Velocicharge before initiating chargebacks. Chargebacks may result in account suspension and delayed resolution. - Account Holds & Security Reviews
Accounts may be temporarily placed on hold during investigations to protect users and network integrity. - Exceptions & Discretion
Velocicharge reserves the right to approve or deny refunds on a case-by-case basis. - Policy Updates
This Policy may be updated periodically. Continued use of the services constitutes acceptance of the current version.
14. Phone Number Changes & Account Access
Users are responsible for maintaining an accurate and active phone number associated with their Velocicharge account.
If a user changes their phone number, loses access to their number, or transfers their number to another individual. Users should notify Velocicharge in a timely manner to help prevent potential issues by contacting:
- info@velocicharge.com
- 787-918-3000
Velocicharge may require identity verification and supporting documentation to process a phone number update.
Failure to update the phone number may result in:
- Loss of account access
- Missed notifications
- Delays in claim or refund processing
Velocicharge shall not be responsible for charges, penalties, or account activity resulting from outdated or incorrect contact information.
15. Vehicle Sale, AutoCharge & AutoPay Responsibility
When selling, transferring, or disposing of a vehicle previously linked to a Velocicharge account, the user is solely responsible for:
- Removing the vehicle from the App
- Deactivating AutoCharge, AutoPay, and any automatic payment or authorization features
- Ensuring that no third party retains access to the account
Failure to deactivate AutoCharge or AutoPay may result in:
- Continued charging sessions
- Automatic Wallet reloads
- Idle fees, penalties, or administrative fines
Charges resulting from failure to deactivate these features are considered authorized by the account holder and are non-refundable.
Velocicharge is not responsible for charges incurred after a vehicle sale due to user inaction, and such charges do not qualify for refunds or reversals, except in cases of verified system malfunction expressly confirmed by Velocicharge.
