Refund Policy

EZO UK Charging Limited Group Refund Policy

Effective Date: 19th August 2025

At EZO charging limited group, we strive to make your experience with our electric vehicle charging network as smooth and convenient as possible. However, we understand that there may be situations where a refund for purchased charging credits is needed.

This refund policy supplements our Terms and Conditions. Nothing in this policy affects your legal rights, including your right to cancel your contract with us during the 14-day cooling-off period.

Data Protection: Personal information provided to process a refund request (e.g. name, email, transaction ID, bank details) will be handled in accordance with our Privacy Policy. We only retain this data as long as necessary for processing the refund and to meet legal and audit obligations.

1. Refund Eligibility

1.1. You are responsible for deciding how many credits to purchase and load onto your account. Please note that unused credits will remain in a customers “wallet” indefinitely.

1.2. Any decision regarding refunds will be made promptly and at our reasonable discretion.

1.3. Credits that have already been used to charge a vehicle are non-refundable.

1.4. Credits purchased through third-party platforms are not eligible for refunds through EZO. You will need to contact the third party directly.

1.5. The minimum refund amount you can request is €5.

1.6. An administrative charge of €5 applies to all refunds, except where you are cancelling your contract with us within the 14-day cooling-off period.

2. Refund Process

2.1. To request a refund, you must provide proof of purchase (e.g. a receipt or transaction ID) along with a written explanation of your request.

2.2. Refund requests should be submitted by email to support@ezo.co.uk

2.3. Once approved, refunds will be processed within 7–10 business days, depending on your bank’s processing times.

2.4 Refund records and related personal data are retained for up to 7 years in line with financial and legal reporting obligations.

3. Refund Methods

3.1. Refunds will be issued using the same payment method used for the original purchase (e.g. credit or debit card). Refunds are only available to bank accounts within the SEPA (Single Euro Payments Area) zone.

3.2. If your original payment method is no longer valid, we may process the refund to an alternative method—provided it is verified to belong to the same individual.

4. Refund Status

If you haven’t received your refund yet:

  • First, check your bank account again.
  • Then, contact your credit card provider—it may take some time before your refund is officially posted.
  • Next, contact your bank. Processing times can vary.

If you’ve followed these steps and still haven’t received your refund, please contact us at support@ezo.co.uk

5. Refund Exceptions

5.1. Refunds can only be issued for the value you paid for your credits. Credits obtained through promotional offers or discounts will not be refunded if doing so would result in a refund greater than the original payment.

We value your trust and aim to provide clear and fair policies. You will be notified of the approval or rejection of your refund request. If you have questions about this policy or need further support, our customer service team is here to help. Thank you for choosing EZO Charging Limited Group.

Feedback & Complaints

We welcome your feedback. If you’d like to provide feedback or make a complaint, please contact our Customer Care Team or email us at support@ezo.co.uk

Refund Journey

  1. The customer contacts us via email at support@ezo.co.uk requesting a refund.
  2. We review the case based on our Refund Policy.
  • If a refund is not approved: We will respond within 3 business days, explaining why a refund is not possible.
  • If a refund is approved: We will confirm the reason and process the refund internally within 3 business days. You will receive confirmation that the refund will be issued within 7–10 business days after approval (subject to your bank’s processing time).