While it's rare, occasionally a host may be unexpectedly unavailable when you arrive for a confirmed session. EzChargez has protections in place so you're never left stranded without recourse.
What to do in the moment
- Message the host directly through the in-app chat — they may just be running a few minutes behind or dealing with a minor delay.
- If you can't reach them after a few minutes, tap Contact Support from your active reservation screen.
- Our support team can help you resolve the situation quickly, including finding another nearby host if needed.
Your refund guarantee
If a session cannot be completed because a host is unavailable, you are guaranteed a full refund for that booking — no partial charges, no cancellation fee. Refunds for host no-shows are typically processed automatically once support confirms the issue.
How this affects hosts
EzChargez takes host reliability seriously because it directly affects the driver experience. Hosts who repeatedly fail to honor confirmed bookings face escalating consequences, from warnings to temporary listing suspension to permanent removal from the platform. This keeps the network trustworthy for everyone.
To minimize the chance of this happening, we recommend booking with hosts who have a strong rating history and reading recent reviews before confirming — see our article on ratings and reviews.
Preventing this from happening again
To reduce the odds of running into an unavailable host, favor listings with a strong recent rating history and a track record of completed sessions. If a host's calendar shows they were recently active and responsive to messages, that's generally a good sign of reliability. Over time, the trust & safety systems built into EzChargez help surface the most dependable hosts to the top of your search results.
Keep a backup option in mind
If you're charging on a tight schedule, such as before a long drive, it can help to identify a second nearby host as a backup before you leave home. That way, if your first choice is unexpectedly unavailable, you already know exactly where to go next instead of scrambling to search on the spot.