Sonik Mobility – Cancellation and Refund Policy

Scope

This policy governs cancellation of charging slot bookings and hardware orders through the Sonik Mobility mobile application and website. By booking with Sonik Mobility, you agree to these terms.

CHARGING SLOT BOOKINGS

Eligibility for Cancellation

Only the registered account holder who made the booking may cancel. Cancellations cannot be initiated after the session has started.

Non-cancellable bookings:

Sessions already commenced
Bookings through third-party platforms (subject to partner terms)
Promotional/complimentary bookings (unless explicitly stated)

Refund Schedule

Refunds are determined by time between cancellation and scheduled start time (IST):

Timeline	Refund	Details
>2 hours before	100%	Full refund to original payment method or Sonik wallet
2 hours to start time	50%	50% retained as cancellation fee
No-show	25%	Auto-cancelled after 15 mins inactivity; 75% retained as penalty
Session started	0%	No refund; charged for electricity consumed

How to Cancel or Reschedule

Open Sonik Mobility App → Log in
Go to "My Bookings" or "Active Reservations"
Select booking → Click "Cancel Booking" or "Reschedule"
Confirm cancellation
Receive on-screen confirmation with booking ID, timestamp, and refund amount

Rescheduling: No refund or penalty applies if rescheduled before the 2-hour cutoff.

Refund Processing

Methods:

Original payment method (7–14 business days)
Sonik Wallet (instant, within 24 hours)
Bank transfer via NEFT/IMPS (7–10 business days)

NOTE: 5-10% PROCESSING CHARGES APPLICABLE.

GST: Refunds are calculated after applicable GST deductions.

HARDWARE ORDERS

Cancellation Eligibility

Hardware orders placed through Sonik Mobility may be cancelled under the following conditions:

Cancellable orders:

Orders not yet dispatched from warehouse
Orders in processing stage
Orders held at courier facility (before delivery attempt)

Non-cancellable orders:

Orders already delivered to customer
Orders in active delivery (with courier)
Orders marked as "Out for Delivery"
Damaged or defective returns (subject to warranty/replacement)

Cancellation Timeline and Refunds

Order Stage	Cancellation Window	Refund
Order Placed	Within 24 hours	100% refund
Processing/Pending Dispatch	Within 48 hours of placement	100% refund
Dispatched (In Transit)	Cannot cancel	No refund
Delivered	Not eligible	No refund

Hardware Cancellation Process

Log in to Sonik Mobility App/Website
Go to "My Orders" → Select hardware order
Click "Cancel Order" (if eligible)
Provide reason for cancellation
Receive confirmation with cancellation ID and refund details

Hardware Refund Timeline

Order Cancellation Approval: Within 24 hours of request
Refund Processing:

Original payment method: 7–14 business days
Sonik Wallet: Within 24 hours of approval
Bank transfer: 7–10 business days

Shipping and Return Costs

Pre-Dispatch Cancellation: No shipping charges deducted
Post-Dispatch Cancellation: Customer bears return shipping costs; deducted from refund
Defective Hardware: Free return shipping; full refund after inspection

Promotional Hardware Orders

Promotional hardware orders follow the same cancellation timeline
Orders with "non-refundable" promotional terms cannot be cancelled
Discount amount is not refunded; only net price is refunded

Warranty and Replacement vs. Cancellation

Defective hardware within warranty period: Eligible for replacement (not cancellation)
Replacement orders are shipped at no additional cost
Cancellation refunds do not apply to warranty claims

SPECIAL CIRCUMSTANCES

Force Majeure

In case of power outages, natural disasters, government lockdowns, or grid failures:

Sonik Mobility may cancel bookings/orders and issue full refunds
Notification will be sent within 24 hours via App, SMS, and email
No-show penalties waived

Station/Charger Unavailability

If a charging station becomes unavailable after booking:

Full refund offered, OR
Rescheduling to alternative station at same tariff
No cancellation fee applies

Technical Failures

If the App fails and prevents cancellation within designated windows:

Sonik may waive or reduce penalties at its discretion
Report issues to customer support within 24 hours with evidence
Refund eligibility determined after review

Disputed Cancellations

Contact support within 30 days of cancellation with booking/order ID
Sonik will respond within 7 business days
Final determination is binding

WALLET AND ACCOUNT CREDITS

Wallet balances are pre-authorised credits, not deposits
Non-transferable and non-refundable except as stated in this policy
Upon account deletion, remaining balance may be refunded within 90 days (less any outstanding charges)
Promotional credits may expire; expired credits cannot be refunded

LIMITATIONS

Sonik Mobility is not liable for:

Loss of charging time or vehicle/battery damage from missed bookings
Loss of business or travel expenses
Indirect or consequential damages

Fraud Prevention: Sonik reserves the right to refuse/reverse cancellations for fraudulent activity, suspend accounts with 3+ cancellations/no-shows per month, and withhold refunds pending investigation.

POLICY CHANGES

Changes posted on App/website take effect immediately for future bookings
Existing bookings governed by policy in effect at time of booking
Continued use of App constitutes acceptance of updates

DISPUTE RESOLUTION

Contact Sonik Mobility:

Phone: +91 76785 33779 (9 AM – 6 PM IST, Mon–Fri)
Email: charge@sonikmobility.com
In-App: Menu → Help & Support → Contact Us
Address: Azhar Engineering Pvt. Ltd., D-81, Hosiery Complex, Industrial Area Extn, Phase-2, Noida, UP 201305

Escalation Process:

Email support within 7 days with booking/order ID and issue details
Response within 5 business days
Management escalation if unresolved (7 additional days)
Legal action via Delhi courts or Consumer Protection Authority

GOVERNING LAW

This policy is governed by Indian law. All disputes are subject to exclusive jurisdiction of Delhi courts, subject to consumer protection provisions.

FAQ

Q: Can I cancel a booking on the same day?
A: Yes, if 2+ hours before start time (100% refund). Within 2 hours = 50% refund. No-show after 15 minutes = 25% refund.

Q: Can I reschedule instead of cancelling?
A: Yes, Cancel the last booking and make a new one

Q: How long for refund?
A: Wallet (24-48 hours), payment method (7–14 days), bank transfer (7–10 days).

Q: Can I cancel a hardware order after dispatch?
A: No, but you may arrange a return post-delivery if defective.

Q: What if the charger is down?
A: Full refund or rescheduling with no penalty.

Q: Are no-show penalties final?
A: Yes, unless force majeure, technical failure, or system error proven. Dispute within 30 days.