Ellam Electric – Refund & Booking Policy

1. Overview

This Refund & Booking Policy explains how reservations/bookings, cancellations, charging session issues, and refunds are handled on Ellam Electric.

Ellam Electric is operated by Tamil Nadu Green Energy Corporation Limited (TNGECL).

2. Key Principle – Refunds Initiated by CPO

Refunds for charging sessions are initiated by the relevant Charging Point Operator (CPO). TNGECL facilitates complaint routing/tracking and coordinates with the CPO and payment partners for processing reversals/credits once approved.

3. Booking / Reservation Policy

Ellam Electric offers booking/reservations at select stations, Where enabled:

• Booking Fee/Deposit: A booking fee/deposit applies (as displayed before confirmation). TNGECL does not charge a platform fee.
• No-Show Fee: Ellam Electric does not levy an additional no-show fee. However, the booking fee/deposit may be treated as per the rules disclosed at booking confirmation (for example, adjusted against charging or refunded/forfeited depending on usage).
• Reservation Window: Your booking reserves a charger/connector for the time window shown in the App.
• Grace Period: You must arrive and initiate the session within the grace period shown. If not, the booking may lapse and be released.
• Cancellation: You can cancel per the cancellation window shown at booking. Refund/credit treatment will be displayed before you confirm the booking.
• Station Unavailability: If the station becomes unavailable due to outage/maintenance, the booking may be cancelled/rescheduled and the booking fee/deposit will be handled as per the displayed terms.

4. Payments (UPI / Debit or Credit Cards / Payment Wallet)

Payments are processed within the App using UPI/cards/wallet through Razorpay (payment service provider) and or its partner payment networks. We do not store your full card details or UPI PIN.

5. Common Refund Scenarios

The following scenarios describe typical outcomes (subject to verification by the CPO and payment partner rules):

• Payment debited but transaction failed/unconfirmed: such transactions are often auto-reversed by banks/Payment Service Providers (PSPs); if not, raise a ticket with transaction reference.
• Payment successful but charging did not start: raise a complaint; the CPO verifies logs and initiates refund, if eligible.
• Charging interrupted/incomplete: the CPO verifies delivered energy and computes any refundable difference.
• Overcharge/duplicate charge/wrong tariff applied: the CPO validates records and initiates refund, if eligible.
• Booking fee/deposit refunds: handled as per cancellation window, station unavailability or adjustment against charging as disclosed at booking confirmation.
• Roaming-related issues: refunds are handled via the charging CPO (or roaming settlement partner as applicable) after verification.

6. Refund Method & Timelines

Once a refund is approved by the CPO, it will be processed to the original payment instrument (UPI/ Debit or Credit Cards / Payment) depending on Bank/PSP timelines. TNGECL will endeavour to facilitate processing within a reasonable period after acceptance.

7. How to Raise a Complaint & Track Status

You can raise a complaint via the App (Help/Support) or via Customer Care.

Customer Care (8:00 AM to 8 PM – All days): ev.charging[at]tnebnet[dot]org | +91 8925872398

We recommend providing: station/charger details, booking ID (if any), session ID, transaction reference ID and any screenshots.

8. Grievance Redressal (Consumer Complaints)

• Name: R.Suja
• Designation: Superintending Engineer / Solar
• Email: sesolar[at]tnebnet[dot]org
• Phone: +91 9445448815
• Postal Address: Tamil Nadu Green Energy Corporation Limited, 10th Floor, NPKRR Maaligai, 144, Anna Salai, Chennai, Tamil Nadu – 600002
• Alternate contact (if phone is required/needed): +91 9445865100
• Email: ev.charging[at]tnebnet[dot]org

Complaint acknowledgement within 48 hours and resolution within one month.

9. Exclusions

Refunds may be denied where: charging was delivered as per records; user error caused failure; fraudulent activity is detected; or where booking fee/deposit is non-refundable under the disclosed terms.

10. Policy Updates

This Policy may be updated. The latest version will be available in the App and will supersede prior versions.