Refund Policy
This policy explains when a Charge Buddy rental charge or payment may be refunded, when it may not, and how to request a refund. It applies to payments made through the Charge Buddy app.
1. Refundable Cases
You may be eligible for a refund in cases such as:
- The power bank failed to eject after payment or order confirmation.
- A duplicate payment, or a payment deducted more than once.
- Payment was deducted but the order was not created due to a system or payment-gateway issue.
- Wrong billing caused by a system error — for example, the power bank was returned but the system continued charging.
- A faulty or unusable power bank, if reported quickly after rental and verified by Charge Buddy.
- Manual cancellation by Charge Buddy due to a cabinet or device failure.
- An excess charge caused by a verified return-detection failure.
2. Non-Refundable Cases
Refunds are generally not available when:
- You successfully rented and used the power bank.
- You changed your mind after a successful rental.
- You could not return the power bank on time due to personal reasons.
- The power bank was lost, damaged, or not returned.
- An overtime or lost-item charge was applied according to the displayed pricing policy.
- The amount relates to a coupon, promo, or bonus credit — these are not cash-refundable.
3. How to Request a Refund
To request a refund, contact Charge Buddy through the app's Help & Support / Contact Us section and provide:
- Order ID
- Registered phone number and email
- Payment transaction ID
- A description of the issue
- Screenshots or photos, if applicable
4. Refund Timeline
Charge Buddy will review refund requests within 3–5 working days after receiving the necessary information. Once approved, the refund is processed to your original payment account within a standard timeline of 7–10 working days, depending on the bank, mobile financial service (MFS), or payment gateway.
5. Partial Refunds
In some cases, Charge Buddy may issue a partial refund after deducting the valid rental charge for the period the power bank was actually used.
6. Refund Approval
All refunds are subject to verification of order logs, payment records, cabinet logs, and return status. Charge Buddy reserves the right to approve or decline a request based on this verification.