Effective Date: 25 July 2026
Last Updated: 31 July 2026
This Refund & Cancellation Policy explains how PixellEnergy Solutions Private Limited ("PixellEnergy", "we", "us") handles refunds, reversals, and cancellations for EV charging services, Balance top-ups, subscriptions, and hardware. It should be read with our Terms of Service.
1. Two Different Situations — Please Read First
There are two distinct cases, handled differently:
- (A) A payment failed at the gateway — money left your bank/UPI/card but the transaction did not complete and was never received by PixellEnergy (e.g. a Balance top-up that was debited but not credited). Your bank or payment provider reverses this to your original payment method under the Reserve Bank of India's Harmonised Turn Around Time (TAT) framework — this is done by the payment system, not by PixellEnergy — see §3.
- (B) A payment succeeded, but the service had a problem — e.g. you were charged for a Charging Session that failed or was mis-billed. These are handled by PixellEnergy as a reviewed refund/dispute and are credited to your PixellEnergy Balance — see §2. PixellEnergy refunds go to your Balance, not back to your card or bank account (the Balance is a closed-loop balance — see §4).
2. Charging Session Refunds (Reviewed, Balance-First)
We treat a refund, reversal, or billing correction as a reviewed case, not an automatic credit. We acknowledge your request within 48 hours and adjudicate it against session and metering records (charge-detail records) wherever possible. Approved amounts are credited to your PixellEnergy Balance (a closed-loop balance — see §4); they are not paid back to your card, bank account, or original payment method.
2.1 Eligible scenarios
- Session did not start — you were charged but the charger delivered no power. On a proven failed start, the charge is reversed in full.
- Session interrupted by a charger fault — if a session stopped due to a charger malfunction (not a stop you chose), you pay only for the energy actually delivered; any excess is refunded.
- Incorrect tariff — if a tariff different from the one displayed at session start was applied, the difference is refunded on verification (a small rounding tolerance may apply).
- Duplicate charge — any duplicate payment for the same session is refunded in full.
2.2 Not eligible
- Sessions completed successfully with energy delivered at the displayed tariff.
- A session you chose to stop early.
- Slow charging due to your vehicle's battery-management system (BMS) throttling — a vehicle-side limitation, not a charger fault.
- Roaming sessions on a Partner Network — refunds are additionally subject to that Partner Network's policy.
2.3 How adjudication works
Clear, record-corroborated cases (e.g. a proven failed charge) may be auto-adjudicated quickly. Other cases go through a reviewed process (with an independent second check for higher-value or higher-risk cases). We will keep you informed and complete the review within the timelines in §9.
3. Failed Payments & Top-Ups (RBI Turn Around Time)
This is the only situation in which money returns to your original payment method — and it is handled by your bank or payment provider, not by PixellEnergy. If money was debited from your bank/UPI/card but the transaction failed and was never received by us (for example, a top-up that did not reflect in your Balance), the transaction is reversed by the payment system to your original payment method. Under RBI's Harmonised TAT framework, such failed transactions are reversed within the prescribed timeline (up to T+5 days, depending on the payment rail); if a bank/payment system fails to reverse within that time, RBI-mandated compensation of ₹100 per day may apply, payable by the bank/payment system. If your bank has not reversed a failed transaction within the TAT, raise it with your bank and, if unresolved, with the RBI Ombudsman for that bank/payment system. (Once a payment has succeeded and been credited to your Balance, any later refund is a Balance credit under §2 — it does not go back to source.)
4. PixellEnergy Balance (Prepaid)
- The PixellEnergy Balance is a closed-loop prepaid balance usable only for PixellEnergy Services. It cannot be withdrawn as cash and carries no interest.
- Refunds are credited to your Balance and remain available for future PixellEnergy Services. Other than an account-closure return (below), refunds are not paid back to your card, bank account, or original payment method, and there is no cash-out.
- Promotional credits, bonuses, and Pixell Points are non-refundable and non-transferable, and have no cash value.
- On account closure, your Balance is closed and we return any unused amount (excluding promotional credits) — net of amounts you lawfully owe — to the original payment source or to an account you nominate, subject to verification. Closure returns are not automated — our support team processes them manually on request, and they may take additional time.
5. Subscription Plans (Where Offered)
- Subscriptions can be cancelled anytime in the app; cancellation takes effect at the end of the current billing period, and you keep access until then.
- No pro-rata refund for a partial period, except that annual-plan subscribers who cancel within 14 days of purchase are eligible for a full refund (cooling-off).
6. Hardware Purchases
6.1 Charger units. Orders may be cancelled before dispatch for a full refund. After dispatch, cancellation is subject to a 10% restocking fee. Delivered units may be returned within 7 days if unopened and in original packaging, subject to inspection. Installed/commissioned chargers are not returnable — warranty applies. Units defective on delivery are replaced at no cost.
6.2 Warranty. Chargers carry a standard warranty (duration by model — see product documentation). Manufacturing-defect claims are handled by repair or replacement, not refund, unless the defect cannot be rectified.
7. Franchise Deposits & Fees
- Franchise application fees are non-refundable.
- Security deposits are refundable on termination of the Franchise Agreement, net of outstanding dues, damages, or contractual penalties as specified there.
- Hardware payments under a franchise are governed by §6.
8. How to Request a Refund
- In the app — Profile → Transaction History → select the transaction → Request Refund.
- By email — support@pixellenergy.com with your registered phone/email, transaction ID, and reason.
- Support — via in-app chat or +91 90720 02055.
9. Processing Times
| Step | Time |
|---|
| Acknowledge a refund/dispute request | Within 48 hours |
| Credit an approved refund to your Balance | Typically instant to 24 hours |
| Bank/payment-system auto-reversal of a failed payment (§3 — done by your bank, not us) | Up to T+5 days (RBI TAT) |
PixellEnergy refunds are Balance credits; only a failed (uncompleted) payment is reversed to source, and that timeline depends on your bank/payment system.
10. Grievance Redressal & Escalation
If you are unsatisfied with a refund outcome, contact our Grievance Officer:
Grievance Officer — PixellEnergy Solutions Private Limited
Unicorn Club #113, 11th Cross, 19th Main, HSR Layout Sector 4, Bengaluru, Karnataka 560102, India
Email: grievance@pixellenergy.com · Phone: +91 90720 02055
We acknowledge within 48 hours and endeavour to resolve within one month.
If the matter remains unresolved, you may approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or the National Consumer Helpline (1800-11-4000). For a bank/payment-system failure to reverse a failed transaction (§3), the remedy is with your bank and the RBI Ombudsman.