Refund and Cancellation Policy

Matrios EV Charging Solutions Private Limited | Effective Date: November 6, 2025

This Refund and Cancellation Policy outlines the rules regarding the use of the Matrios Wallet and the resolution of payment disputes for our EV charging services. This policy is governed by the Matrios EV Charging App Terms and Conditions of Service.

1. Matrios Wallet Balance: Strictly Non-Refundable

1.1 No Cash Refund Policy

All funds, money, or credits loaded, topped-up, or credited into the Matrios Wallet are strictly non-refundable to any external bank account, credit card, or payment instrument.

The Matrios Wallet operates on a prepaid, use-it-or-lose-it model for the sole purpose of accessing the EV charging services provided through the App.

1.2 Non-Transferable Balance

The Wallet balance cannot be transferred, exchanged for cash, or redeemed outside of the Matrios App ecosystem under any circumstances.

1.3 Account Termination and Forfeiture

In the event your User Account is suspended, terminated, or cancelled (whether voluntarily by you or involuntarily by Matrios due to violation of the Terms of Service), any remaining balance in the Matrios Wallet shall be immediately forfeited and will not be returned to you.

2. Cancellation of Charging Sessions

2.1 Session Pre-Booking Cancellation

If the Matrios App allows for pre-booking of a charging slot:

• Cancellation by User: You may cancel a booked session before the scheduled start time. Matrios reserves the right to levy a small cancellation fee (deducted from your Wallet) if the cancellation occurs within a specified short time window (e.g., 5 minutes) of the booking time. Otherwise, the booking amount (if any) will be fully credited back to your Matrios Wallet.
• Failure to Arrive (No-Show): If you fail to initiate charging within a designated grace period (e.g., 10 minutes) of the booked time, the booking may be automatically cancelled, and a No-Show Fee may be deducted from your Wallet balance.

2.2 Active Session Termination

You may manually stop (cancel) an active charging session at any time through the App. You will be charged for the exact energy (kWh) consumed and the time used up to the point of cancellation, based on the applicable tariff. No part of this charged amount will be refunded.

3. Dispute Resolution and Remedy (Wallet Credit Only)

If you encounter an issue, such as a charging failure, an equipment malfunction, or believe you were incorrectly charged for a session, the following process applies:

3.1 Dispute Reporting

You must report the disputed transaction to Matrios Customer Care by raising a support ticket through the App or by email within forty-eight (48) hours of the transaction time.

3.2 Investigation and Determination

Matrios will investigate the transaction and the associated charging station data logs. Matrios's determination of the validity of the charge is final.

3.3 Sole Form of Compensation

If Matrios, at its sole discretion, determines that you were overcharged or incorrectly charged due to a verifiable App or equipment error, the equivalent erroneous amount will be credited back to your Matrios Wallet balance only.

Under no circumstances will compensation for a faulty session be issued as a monetary refund to an external source (bank, credit card, etc.).

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