Refunds and how long they take

What comes back automatically

Three cases need no action from you:

• A charging attempt that failed. If no energy was delivered, there is nothing to pay and the amount goes back.
• A duplicate payment. If the same session was paid for twice, the second one is refunded.
• The unused part of the €35 hold. Always, on every session. See The €35 temporary hold.

How long it takes

Those timings are your bank's, not ours. We release or refund immediately; how quickly it appears on a statement is up to the card issuer. A pending line on your statement often simply disappears rather than showing as a separate refund, which is normal for a released hold.

The one exception

Tokens are not refundable once purchased. See Token Wallet refund policy.

If you think something is wrong

Message us with:

• the station, its name or where it is
• the date of the session, and roughly the time
• what you expected to pay and what you were charged

With those three things we can find the session and check what was actually taken. Without them it is very hard to identify one payment among the day's activity.

A screenshot of the charge on your statement helps, particularly if it is your bank showing something we cannot see from our side.