This guide provides information on the process for requesting an inquiry regarding your charging sessions.
Common Billing Scenarios
To help you understand your transaction details, please review the following factors that may affect your final bill:
Occupancy & Idle Fees: These fees are set by site hosts to ensure station availability. They typically apply once a vehicle remains parked after charging is complete or after a specific time limit.
Session Connection Fees: If a session is interrupted and a new one is started, a separate connection fee may be triggered depending on the local pricing policy.
Charging Speed & Delivery: Charging rates are dynamically managed by the vehicle and the charger based on battery temperature, state of charge, and hardware limits. If you encounter a "0 kWh" delivery or significantly lower output than expected, please take note of the session details.
How to Submit an Inquiry
If you have questions about a specific charge or would like to request a refund, please follow these steps:
Gather Your Receipt Details: To help us locate your transaction, we need either:
The Session ID OR
The Station ID, Session Start Time, and Total Amount of the session.
Provide Details: Note the specific issue (e.g., unexpected occupancy fee, session restart, or power delivery issues).
Contact Support: Reach out to our Support Team with the details gathered above.