If something goes wrong with a session, EzChargez makes it straightforward to request a refund directly through the app.
When you're eligible for a refund
- Your session was cancelled by the host after your booking was confirmed.
- The session wasn't completed as described — for example, the charger didn't work as expected.
- You cancelled within the eligible cancellation window (see our article on cancelling a booking).
- A host was unavailable when you arrived for a confirmed session.
How to request a refund
- Open the app and go to the Support tab.
- Select the relevant session from your history.
- Tap Request a Refund and briefly describe the issue.
- Submit — our support team will review and respond, often the same day.
Processing time
Approved refunds are typically processed within 3–5 business days, returned to your original payment method (credit/debit card or Apple Pay). You'll receive a confirmation notification once the refund has been issued.
If you disagree with a decision
If your refund request is denied and you believe it shouldn't have been, you can reply directly within the same support thread to provide additional context, or escalate through Contact Support. Our team reviews escalations individually to make sure every case gets a fair look.
Refunds for partial sessions
If a session was interrupted partway through — for example, a charger malfunction cut things short — you're generally eligible for a partial refund reflecting the unused portion of your booking. Describe exactly what happened when you submit your request so our support team can calculate the right adjustment quickly.
Where refunds are sent
Refunds always return to the original payment method used for the booking — you won't receive store credit or a different form of payment. If your original card has since expired or been replaced, contact support so they can help route the refund correctly through your bank.
Tracking your refund status
You can check the status of any pending refund request from the same Support tab where you submitted it. Once approved, you'll see a confirmation notification, and the refunded amount will show up as a separate line item in your payment history once your bank has fully processed it.