Sonik Mobility – Refund & Returns Policy

Scope

This policy governs refunds and returns for E-Wallet balances, promotional credits, and services purchased through the Sonik Mobility mobile application. Read this alongside our Terms and Conditions.

Key Definitions

Charging Session: Duration between start and stop of vehicle charging at Sonik Stations
Charging Stations: EV charging units available in the Sonik network
E-Wallet: Pre-paid account for storing funds and transactions in the App
Promotional Credits: Referral bonuses, cash-back offers, and other credits issued by Sonik
Payment Facilitator: Third-party payment processor handling transactions

E-WALLET REFUNDS

Refund Eligibility

E-Wallet refunds are available for:

Unused balance requests
Technical errors during charging sessions
Duplicate charges or billing errors
Account closure with remaining balance

How to Request a Refund

Email charge@sonikmobility.com with:

Your registered account details
E-Wallet balance amount
Reason for refund request
Supporting documentation (if applicable)

Sonik will review and respond within 5–7 business days

Refund Processing

Aspect	Details
Approval	At Sonik’s sole discretion
Processing Fee	5% - 10% deducted to cover payment processor and service costs
Refund Method	E-Wallet only, NEFT to bank account
Timeline	7–14 business days after approval

Example: E-Wallet balance of ₹1,000 → 5% fee (₹50) deducted → ₹950 refunded

Technical Errors

If a technical error causes incorrect deduction from your account:

Sonik will assess the error
Refund eligibility determined at Sonik’s discretion
You will be notified of the decision within 5 business days

PROMOTIONAL CREDITS

Refund Policy

Promotional Credits are non-refundable:

Referral bonuses cannot be refunded
Cash-back offers cannot be refunded
Other promotional credits cannot be refunded

Expiry

Promotional credits may expire after a specified period (as stated at issuance)
Expired credits cannot be refunded or restored
Unused promotional credits are cancelled upon account closure or refund processing

Promotional Credit Removal

If you request an E-Wallet refund, any unused promotional credits in your account will be cancelled immediately.

ACCOUNT CLOSURE AND REFUNDS

Balance Refund Upon Closure

When you close your Sonik Mobility account:

Scenario	Refund Eligibility
E-Wallet balance with no disputes	Refundable (minus 5%-10% fee)
Outstanding charges or penalties	Balance reduced by amount owed
Pending investigations	Refund withheld until resolved
Legal holds	No refund until cleared

Closure Refund Timeline

Refund requests must be submitted within 90 days of account closure
Processing: 7–14 business days after approval
After 90 days, unclaimed balances may be forfeited

CHARGING SESSION ISSUES

Billing Errors

If you are incorrectly charged during a charging session:

Contact support with booking ID and transaction details
Sonik will investigate within 5 business days
Refund or credit applied if error confirmed

Incomplete Sessions

If a charging session is interrupted due to:

Sonik’s technical fault: Full or partial refund at discretion
Station malfunction: Full refund offered
Customer-initiated disconnect: No refund (charged for electricity consumed)
Network issues: Assessed case-by-case

SPECIAL CIRCUMSTANCES

Force Majeure

Natural disasters, power outages, government action, or grid failures:

Full E-Wallet refund may be issued
Promotional credits not refunded (policy restriction)
Notification within 24 hours via App/SMS/email

Duplicate Charges

If charged multiple times for one session:

Report within 30 days with transaction ID
Sonik will verify and issue credit within 5 business days
Refund processed if duplicate confirmed

Disputed Transactions

Email charge@sonikmobility.com within 30 days with details
Response within 7 business days
Escalate to management if unresolved (7 additional days)
Decision is final and binding

PAYMENT PROCESSOR REFUNDS

Refunds initiated by Sonik to your original payment method (credit/debit card, UPI, net-banking):

Method	Timeline	Notes
Credit/Debit Card	7–14 business days	Depends on issuing bank
UPI	3–7 business days	Direct bank processing
Net Banking	7–14 business days	Depends on bank

Important: Sonik is not responsible for delays caused by your bank or payment processor.

LIMITATIONS

Sonik Mobility is not liable for:

Loss of promotional credits or expired balances
Indirect or consequential damages
Third-party payment processor delays
Charges for electricity actually consumed

POLICY PRECEDENCE

In case of conflict between this Policy and the Terms and Conditions:

This Refund & Returns Policy prevails
Read alongside and not as replacement for Terms and Conditions
Policy updates apply to future requests; existing claims governed by policy at time of request

POLICY UPDATES

Changes take effect immediately upon posting
Existing refund requests follow policy in effect at time of request
Continued App use indicates acceptance of updates

CONTACT & SUPPORT

For refund inquiries:

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

DISPUTE RESOLUTION

Process:

Email Support: Within 7 days with account details and issue description
Response: Within 5 business days with decision or explanation
Escalation: Request management review if unresolved (7 additional days)
Legal Action: Delhi courts or Consumer Protection Authority (subject to mandatory provisions)

GOVERNING LAW

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

FAQ

Q: Can I get a refund of my E-Wallet balance?
A: Yes, with a 5% transaction fee deducted. Email charge@sonikmobility.com with your request.

Q: Are promotional credits refundable?
A: No, promotional credits (referral bonuses, cash-back) are non-refundable and expire if unused.

Q: How long does a refund take?
A: 7–14 business days after approval, depending on your payment method.

Q: What if I’m charged twice for one session?
A: Report within 30 days with transaction ID. Sonik will verify and credit your account.

Q: Can I get a refund after closing my account?
A: Yes, request within 90 days of closure. Processing takes 7–14 business days.

Q: What if my E-Wallet is charged due to a technical error?
A: Contact support with details. Sonik will assess and refund if error confirmed.

Q: Will promotional credits be refunded if I close my account?
A: No, unused promotional credits are cancelled upon account closure.

Q: Are refunds available for electricity actually consumed?
A: No, you are charged for actual electricity usage. Refunds cover billing errors or service issues only.