ELLAM ELECTRIC – TERMS OF USE / TERMS & CONDITIONS

1) Acceptance of Terms

1. These Terms govern your access to and use of the Ellam Electric mobile application and any associated web pages/features (collectively called the "App/Platform").
2. By clicking "I Agree", registering, or using the App, you agree to these Terms and the policies referenced in these Terms, including the Privacy Notice and Refund/Booking Policy.
3. If you do not agree, you must not use the App.

2) Definitions

• "TNGECL", "We", "Us" means Tamil Nadu Green Energy Corporation Limited.
• "Technology Provider/Developer": Kazam India Ltd.
• "User/Your": Any individual who downloads, registers, accesses, or uses the App.
• "CPO" (Charging Point Operator): The entity that owns/operates charging stations and provides Charging Services.
• "Charging Services": The actual EV charging session and related services delivered by a CPO (including station operations, metering and session computation).
• "Reservation/Booking": A time-bound request to hold a charger/connector (where supported).
• "Wallet": Any stored value/prepaid balance feature made available in the App (as enabled).
• "Roaming": Interoperability enabling charging access across multiple CPO networks via the App.

3) Eligibility & Account Registration

1. You must be legally competent to contract under Indian law.
2. You must provide accurate registration information and keep it updated.
3. You are responsible for safeguarding OTPs/passwords and all activity under your account.

4) Scope of Platform Services

Ellam Electric aims to be a one-stop platform enabling EV users to:

• Discover charging locations and station information,
• Plan trips and routes,
• Initiate/monitor charging sessions (where integrated),
• Pay within the app using UPI/Debit or Credit cards/Payment wallet,
• Make reservations/bookings (where supported),
• Use wallet and roaming/interoperability (where supported),
• Post user reviews and ratings.

Platform Role: TNGECL facilitates discovery, booking and payment-enabled access to charging networks, while Charging Services are provided by CPOs, unless explicitly stated otherwise for a specific station.

5) CPO Responsibility & Station Information

1. CPO controls delivery: Charger uptime, metering, tariffs and station operations are controlled by the relevant CPO.
2. Information accuracy: Availability, tariffs and charger status displayed may be delayed/inaccurate due to telemetry/network issues or CPO back-end updates.
3. Roaming limitations: Roaming depends on CPO participation and interoperability readiness; integration coverage may evolve. (Interoperability is a policy objective for EV charging infrastructure; implementation varies by network and integration readiness.)

6) User Obligations & Safe Use

You agree:

1. To follow all station safety instructions, traffic rules and site rules.
2. Not to tamper with stations/cables or misuse charging bays.
3. Not to use the App for illegal activity, fraud, abuse, harassment or infringement of third-party rights.
4. Not to reverse engineer, scrape or attempt unauthorized access to the App or its systems.

TNGECL may suspend/terminate accounts for violations (see Clause 16).

7) Booking / Reservation Terms (Where Enabled)

1. Reservation window: A booking holds a charger/connector for the time window shown in the App (subject to station capability).
2. Arrival & grace period: You must arrive and initiate within the grace period shown; otherwise, the booking may be released.
3. Charges: TNGECL charges no platform fee. If any booking fee/deposit/no-show/cancellation charge applies, it will be disclosed before confirmation and may be determined by the CPO/station policy.
4. Cancellation: Cancellation rules and any applicable charges will be shown before confirmation and must be consented to via explicit affirmative action (no pre-checked boxes).
5. Outage/unavailability: If a charger becomes unavailable due to outage/maintenance, booking may be cancelled or rescheduled. Refund handling follows Clause 11.

8) Payments (UPI / Debit or Credit cards/Payment wallet)

1. Payments are processed through authorised payment service providers/aggregators and rails governed under India's payments framework.
2. By confirming payment, you authorise payment for the amount displayed (tariff + taxes + any disclosed charges).
3. The App records your transaction consent through an explicit affirmative action (e.g., "Pay Now").
4. Payment success/failure status may depend on bank/PSP/NPCI network conditions.

9) Payment Wallet Feature (Stored Value) – Additional Terms

1. Where Wallet is enabled, wallet loading, limits, usage rules, and KYC requirements (if applicable) will be displayed in-app.
2. If the wallet is provided via an RBI-authorised partner/issuer as a prepaid instrument, applicable issuer/partner terms and regulatory requirements will apply. (RBI issues directions for prepaid instruments and payment systems under the Payment and Settlement Systems framework.)
3. Wallet balance is non-transferable except as permitted by the wallet rules displayed in-app and applicable partner/issuer policies.

10) Reviews & Ratings (User-Generated Content)

1. You may post reviews/ratings that are truthful, relevant, non-defamatory, and lawful.
2. You must not post content that is obscene, hateful, harassing, infringing or illegal.
3. TNGECL may moderate/remove content and restrict accounts for policy breaches, consistent with applicable platform due diligence expectations.
4. By posting, you grant TNGECL a non-exclusive, royalty-free licence to host, display, and use your content for operating and improving the Platform.

11) Refunds & Failed Transactions (Refund Initiated by CPO)

1. You confirmed that refunds are initiated by the CPO. Accordingly:
   • If payment succeeds but charging fails to start/complete, or if there is a proven billing/metering discrepancy, you may raise a complaint through the App.
   • TNGECL will facilitate routing of the complaint to the concerned CPO for verification and refund initiation.
2. Once the CPO approves a refund, it will be processed back to the original instrument (UPI/card/wallet) as per bank/PSP timelines and applicable law.
3. For payment disputes/chargebacks, you may additionally approach your bank/PSP as per network rules in force.

12) Trip Planner & TCO Tools – Disclaimers

1. Trip planner outputs are estimates based on route data, traffic, energy consumption assumptions and charger availability; actual results may vary.
2. TCO tool outputs are indicative estimates, not financial advice.

13) Privacy & Data Protection

1. Your use is governed by the Ellam Electric Privacy Notice.
2. TNGECL will implement appropriate technical and organisational measures and reasonable security safeguards and will ensure processor contracts where vendors process personal data on its behalf.
3. Data may be shared with CPOs (for charging/reservations), payment partners (for payments) and essential service providers (maps/notifications/analytics) as described in the Privacy Notice.
4. Where required, personal data breach intimation to affected users and competent authority may be undertaken in the prescribed manner.

14) Consumer Disclosures & Grievance Redressal

TNGECL maintains an adequate grievance redressal mechanism and appoints a Grievance Officer. Complaints will be acknowledged within 48 hours and addressed within 1 month.

15) Intellectual Property

The App, its design, software, trademarks and content (except user-generated content) are owned/licensed by TNGECL and/or its licensors. You receive a limited, revocable, non-transferable licence to use the App for personal lawful use.

16) Suspension & Termination

TNGECL may suspend/terminate your access (with or without notice where permitted) if:

• you violate these Terms and Conditions
• there is suspected fraud/abuse,
• required by law/authority,
• necessary to protect users, CPOs or the Platform.

17) Disclaimers

1. The Platform is provided on an "as is" and "as available" basis.
2. TNGECL does not guarantee uninterrupted service, real-time accuracy of station status, or CPO uptime.
3. Charging service quality and metering are determined by the relevant CPO.

18) Limitation of Liability

To the maximum extent permitted by law:

1. TNGECL is not liable for indirect or consequential damages.
2. Any liability relating to a disputed charging payment (if determined by a competent forum) shall not exceed the amount paid for that disputed transaction, except were prohibited by law.

19) Indemnity

You agree to indemnify and hold harmless TNGECL and its officers/employees/contractors (including the Technology Provider) against claims arising from your breach of these Terms, unlawful conduct, misuse of the App, or infringement of third-party rights.

20) Force Majeure

TNGECL shall not be liable for failures caused by events beyond reasonable control (including network outages, power outages, cyber incidents, governmental actions, natural disasters or CPO station failures).

21) Governing Law & Dispute Resolution

1. These Terms and Conditions are governed by the laws of India.
2. Courts at Chennai, Tamil Nadu shall have jurisdiction, subject to arbitration.
3. Arbitration: Any dispute may be referred to arbitration under the Arbitration and Conciliation Act, 1996.
4. Seat/venue: Chennai. Language: English. Sole Arbitrator by mutual appointment, failing which as per the Act.

22) Changes to Terms

TNGECL may update these Terms for legal/feature/operational changes. Material changes may be notified in-app and/or via registered contact information. Continued use constitutes acceptance.