PING EV Refund & Cancellation Policy

This policy applies to eligible transactions made through PING EV, including:

• EV charging sessions at participating charging stations.
• Charging reservations and related payments.
• PING Wallet top-ups and wallet transactions.
• Duplicate, incorrect, or unsuccessful payments.

Refund eligibility depends on the transaction, the service provided, the applicable payment arrangements, and any mandatory rights under applicable law.

If a payment is deducted but a charging session does not start, or the charging service is not delivered, you may submit a refund request through the available PING EV support channel.

We may review the transaction, charger status, charging-session records, payment records, and information from the relevant charging station operator.

Depending on the findings, an eligible amount may be:

• Returned to your PING Wallet; or
• Refunded through the original payment method, where supported and applicable.

If a charging session starts but ends prematurely, the amount charged will be assessed against the session records, energy delivered, applicable pricing, and any relevant minimum charges or fees disclosed before the transaction.

Reservation cancellations are subject to the cancellation conditions displayed when the booking is made.

• Cancellation by the user: Refund eligibility may depend on when the reservation is cancelled and the conditions shown at booking.
• Cancellation by the station operator: If the operator cancels a confirmed reservation and cannot provide the reserved service, the eligible amount paid for that reservation will be refunded or otherwise appropriately credited.
• Charger unavailable or faulty: If the reserved charging service cannot be provided, contact PING EV support for investigation and an appropriate resolution.
• Late arrival or no-show: Refund eligibility depends on the reservation terms disclosed before confirmation.
• Duplicate reservation payment: Verified duplicate payments will be reviewed for reversal or refund.

Any cancellation fees, reservation fees, grace periods, or non-refundable charges must be disclosed to the user before the reservation is confirmed.

PING Wallet may be used for eligible charging services supported by PING EV.

Incorrect or duplicate wallet transactions

If you believe your wallet was charged incorrectly, debited twice, or credited with an incorrect amount, contact support and provide the relevant transaction details.

Verified errors will be investigated and corrected through an appropriate wallet adjustment or refund.

Failed wallet top-ups

If your bank or payment provider confirms a payment deduction but the corresponding wallet balance is not credited, submit a request with the payment reference and transaction details.

PING EV will investigate the payment and coordinate with the relevant payment provider where necessary. A confirmed unsuccessful top-up will be resolved through an appropriate credit or refund, depending on the payment flow.

Unused wallet balance

The treatment of unused wallet balances, including balances remaining after account closure, will follow the applicable PING Wallet terms, the payment arrangement under which the funds were received, and applicable law.

Any restrictions on withdrawals, transfers, or refunds must be disclosed clearly before users add funds. Nothing in this policy excludes a refund or other right that cannot lawfully be excluded.

Refund processing time depends on the transaction type, verification requirements, payment provider, bank, and receiving payment method.

Once a refund is approved, PING EV will communicate the applicable processing procedure and any available reference number. Refunds sent through banks or third-party payment providers may take additional time to appear in the user's account.

If a refund has not appeared within the communicated timeframe, users may contact PING EV support for an update.

To request a refund, contact PING EV through the support channel provided in the app or on the official website: pingev.com.pk

Please include the following information where available:

• Your registered account details.
• Transaction or reservation reference.
• Date and approximate time of the transaction.
• Charging station and charger details, if relevant.
• Amount paid or deducted.
• A brief description of the issue.
• Relevant payment confirmation or supporting evidence.

Do not share your password, PIN, OTP, or full payment-card details when submitting a request.

PING EV may request additional information reasonably necessary to investigate the claim.

PING EV may review app records, charger telemetry, reservation details, operator reports, payment-provider records, and other relevant evidence to assess a refund request.

We may decline a request where the available evidence does not support the claim, the service was delivered in accordance with the disclosed terms, or the request involves misuse or fraud. Any decision will remain subject to applicable consumer protection laws and other mandatory legal rights.

If a request is declined, the user may contact support to request a review and provide additional evidence.

Some charging services and payment transactions may involve independent charging station operators, banks, or payment providers.

Where another provider is involved, PING EV may coordinate with that provider to investigate the issue. This does not remove any responsibility or legal obligation that PING EV or another party has under applicable law.

PING EV may update this policy when its services, payment arrangements, or legal requirements change. The latest version will be published on the official website with an updated effective date.

Changes will not override rights that users have already acquired or rights that cannot lawfully be excluded.

For questions about refunds, reservations, or wallet transactions, please use the support channel provided in the PING EV app or visit: pingev.com.pk

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