At Spack EV, we provide software solutions that help EV charging station owners, operators, and businesses manage, monitor, and optimize their charging infrastructure. This Refund Policy outlines the circumstances under which refunds may be issued for subscriptions, service charges, transactions, or platform features.
By using our platform and services, you agree to the terms outlined below.
1. Refund and Cancellation Policy for Subscription & Software Fees
1.1 Subscription Fees (Monthly/Quarterly/Annual)
All subscription payments made to Spack EV are:
- Non-refundable
- Non-transferable
once the billing cycle has started. Refunds will not be issued for:
- Partial usage of the billing period
- Unused days or early cancellation
- Non-usage of specific platform features
- Change of business requirement or operational changes
1.2 Subscription Cancellation
You may cancel your subscription at any time. However:
- Cancellation will apply only to future billing cycles
- No refunds will be provided for the current billing period
1.3 Auto-Renewals
If your plan renews automatically:
- You may cancel the next cycle at any time before the renewal date
- No refunds are provided for charges already processed
1.4 Upgrade or Downgrade Adjustments
- Upgrades take effect immediately; charges are prorated where applicable
- Downgrades apply to the next billing cycle; no refunds for the current cycle
2. Refund Policy for One-Time Setup Fees
Certain services may involve one-time setup fees, such as:
- Initial onboarding
- Branding or white-label setup
- Custom software development
- Charger onboarding or integration
- API integrations
These fees are non-refundable, as they cover implementation and resource costs already incurred.
3. Refund Policy for EV Charging Transactions
Since Spack EV is a software provider, not a charging operator:
- We do not control pricing, billing, or refunds for EV charging sessions
Any charging session refunds must be requested directly from:
- Charging Station Owner / Operator / CPO / Fleet Administrator
Spack EV is not liable for:
- Faulty charging hardware
- Power supply issues
- Disconnections
- Session failures
- Pricing disputes
- Local operator policies
If required, Spack EV may provide session logs or technical data to help validate the request, but we do not issue refunds for energy consumed or failed charging sessions.
4. Refund Policy for Payment Gateway Failures
If a payment is deducted but not reflected in your Spack EV wallet or dashboard:
Refunds may be issued only in the following cases:
4.1 Duplicate Payment
If you are charged twice for the same transaction, the excess amount will be:
- Refunded to the original payment method, or
- Credited to your wallet (if applicable)
4.2 Failed/Incomplete Payment
If payment was deducted but the session or service was not activated:
- The payment gateway may automatically reverse the amount
- Refunds typically reflect within 5–7 business days (based on the bank/provider)
Spack EV will assist in raising a dispute with the payment gateway but is not responsible for bank delays.
5. Refund Policy for Wallet Balances (If Applicable)
If your operator uses Spack EV’s wallet-based system:
- Wallet top-ups are non-refundable
- Wallet balance cannot be transferred to another user
- Wallet balance cannot be withdrawn as cash
- Refunds for wallet misuse must be handled by the operator
6. Custom Software Development Refunds
For project-based development (white-label or tailored solutions):
Refunds are not applicable once:
- Work has started
- Resources have been allocated
- Milestones have commenced
- Custom code or assets have been produced
If a project is cancelled by the client:
- Completed milestones remain payable
- Advance payments already consumed are non-refundable
7. Technical Issues & Platform Downtime
Refunds will not be provided for:
- Temporary downtime
- Planned maintenance
- Server interruptions
- Feature limitations
- Third-party system failures (payment gateway, telecom, cloud provider, etc.)
Exceptional Refund & Cancellation Cases
In rare situations, Spack EV may issue a refund or approve a cancellation at its sole discretion under circumstances such as:
- Proven system errors directly caused by Spack EV
- Billing applied incorrectly due to a platform fault
- Incorrect plan activation by Spack EV systems
Such refunds will be assessed case-by-case.
9. Contact Us for Refund Support
If you believe you are eligible for a refund or need help with a payment-related issue, you may contact our support team:
- Email: support@spackdigi.com
- Address: 4th Floor, Plot no.63, SpringField, Jeedimetla, Hyderabad, Telangana 500067
- Our team will review your request and respond within 3–5 business days.
