Effective Date: 25 July 2026 Last Updated: 22 September 2026
This Refund & Cancellation Policy explains how PixellEnergy Solutions Private Limited ("PixellEnergy", "we", "us") handles refunds, reversals, and cancellations for EV charging services, Balance top-ups, subscriptions, and hardware. It should be read with our Terms of Service.
There are two distinct cases, handled differently:
We treat a refund, reversal, or billing correction as a reviewed case, not an automatic credit. We acknowledge your request within 48 hours and adjudicate it against session and metering records (charge-detail records) wherever possible. Approved amounts are credited to your PixellEnergy Balance (a closed-loop balance — see §4); they are not paid back to your card, bank account, or original payment method.
Clear, record-corroborated cases (e.g. a proven failed charge) may be auto-adjudicated quickly. Other cases go through a reviewed process (with an independent second check for higher-value or higher-risk cases). We will keep you informed and complete the review within the timelines in §9.
This is the only situation in which money returns to your original payment method — and it is handled by your bank or payment provider, not by PixellEnergy. If money was debited from your bank/UPI/card but the transaction failed and was never received by us (for example, a top-up that did not reflect in your Balance), the transaction is reversed by the payment system to your original payment method. Under RBI's Harmonised TAT framework, such failed transactions are reversed within the prescribed timeline (up to T+5 days, depending on the payment rail); if a bank/payment system fails to reverse within that time, RBI-mandated compensation of ₹100 per day may apply, payable by the bank/payment system. If your bank has not reversed a failed transaction within the TAT, raise it with your bank and, if unresolved, with the RBI Ombudsman for that bank/payment system. (Once a payment has succeeded and been credited to your Balance, any later refund is a Balance credit under §2 — it does not go back to source.)
6.1 Charger units. Orders may be cancelled before dispatch for a full refund. After dispatch, cancellation is subject to a 10% restocking fee. Delivered units may be returned within 7 days if unopened and in original packaging, subject to inspection. Installed/commissioned chargers are not returnable — warranty applies. Units defective on delivery are replaced at no cost.
6.2 Warranty. Chargers carry a standard warranty (duration by model — see product documentation). Manufacturing-defect claims are handled by repair or replacement, not refund, unless the defect cannot be rectified.
There is no refund button in the app. If something is wrong with a charge, report it and we will review it. Your Balance is paid back to you only when you close your account (§8.2).
8.1 Grievance Officer and Data Protection Officer: Rahul, Director of Operations. dpo@pixellenergy.com, +91 90720 02633.
8.2 If you delete your account, it is scheduled for deletion in 30 days. When you delete your account, any remaining Balance is refunded to you within 30 days. Our team will contact you if we need account or payment-source details. If your Balance is negative, it must be cleared before the account can be deleted. Some records are kept as the law requires; see the Privacy Policy.
We review every report against session and metering records, as described in §2. If we find that you were charged incorrectly, we credit the refund or correction to your PixellEnergy Balance, where it stays available for future charging. It is not paid to your card, UPI, or bank account.
| Step | Time |
|---|---|
| Acknowledge a refund/dispute request | Within 48 hours |
| Credit an approved refund to your Balance | Typically instant to 24 hours |
| Bank/payment-system auto-reversal of a failed payment (§3 — done by your bank, not us) | Up to T+5 days (RBI TAT) |
PixellEnergy refunds are Balance credits; only a failed (uncompleted) payment is reversed to source, and that timeline depends on your bank/payment system.
If you are unsatisfied with a refund outcome, contact our Grievance Officer:
Grievance Officer — PixellEnergy Solutions Private Limited Unicorn Club #113, 11th Cross, 19th Main, HSR Layout Sector 4, Bengaluru, Karnataka 560102, India Email: dpo@pixellenergy.com · Phone: +91 90720 02633 We acknowledge within 72 hours and endeavour to resolve within one month.
If the matter remains unresolved, you may approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or the National Consumer Helpline (1800-11-4000). For a bank/payment-system failure to reverse a failed transaction (§3), the remedy is with your bank and the RBI Ombudsman.