Refund Policy

1. Our approach

You should only ever pay for energy you actually receive. If a charging session fails, bills incorrectly, or does not deliver the energy charged for, we will refund you.

2. When we refund

Situation	What we do
Session failed to start but payment was taken	Full refund
Session stopped early through a fault on our side	Refund of the difference between what you paid and the energy delivered
Billed more than once for the same session	Full refund of the duplicate
Billed at the wrong rate	Refund of the difference
Charge point damaged your vehicle through our negligence	Handled separately as a claim, not a refund
Session completed as intended	No refund — energy delivered cannot be returned
Session ended early by a fault in your vehicle	No refund for energy already delivered

3. How to claim

1. Email sales@levelupev.co.za or call 071 482 2785.
2. Give us the session reference from your app or receipt, the site, and the date and time.
3. Tell us briefly what went wrong.

Please claim within 30 days of the session. We can review later claims but session data may no longer be available.

4. How long it takes

We aim to assess a claim within five business days. Approved refunds are paid back to the original payment method within seven to fourteen business days, depending on your bank. Where a service was paid for and not supplied, we will refund within 30 days as required by the Electronic Communications and Transactions Act 25 of 2002.

5. Memberships and prepaid balances

Membership fees are refunded pro rata for the unused portion of the current billing period where you cancel because of a fault on our side. Voluntary cancellation is handled under our Cancellation Policy. Unused wallet balances are refundable on request when you close your account.

6. Your rights

This policy does not limit your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.