1. All sales are final
EV Freedom operates a strict no-refund policy. All membership purchases — 1-day passes, 3-day passes, weekly recurring memberships, concierge valet plans, one-time session passes, charging packages, add-ons, and project deposits — are non-refundable once the payment is authorized. This includes:
- Unused portions of a pass or recurring membership after cancellation.
- Charging sessions you did not use, forgot to use, or chose not to use.
- Situations where a third-party charging station was offline, occupied, slow, or otherwise unavailable at the moment you tried to use it. We do not own or operate these stations (see our Terms of Service).
- Changes in your vehicle, address, driving needs, or personal circumstances.
- Buyer's remorse.
By completing checkout you acknowledge and agree to this policy.
1a. Wallet balances & credits
- Funds you deposited stay on your account as a usable balance and do not expire while your account is in good standing. They are not redeemable for cash except through the withdrawal process below, and, once spent on a membership, package, or service, they are final.
- Bonus, promotional, referral, and gifted credits can be spent on any EV Freedom membership, session, or service. They are never refundable back to a payment card; like the rest of your balance, they can be withdrawn only through the withdrawal process below, and bonus or gifted credit can be paid out only to a connected bank account. We may revoke bonus or promotional credits if we detect abuse, duplicate accounts, or a reversed payment.
- Withdrawals. Withdrawals unlock 30 days after your first completed deposit (a fraud-protection hold). After that, you can request a withdrawal of your Wallet balance from the Wallet section of your member portal — $5 minimum, one request at a time. Our team reviews each request before anything moves, and we check accounts for abuse, duplicate accounts, or reversed payments before processing. You can choose a refund back to the card you deposited with — limited to the amounts you deposited, since bonus and gifted credit can't be returned to a card — or a payout to a connected bank account, which can include bonus and gifted credit.
- If your account is closed with a remaining deposited balance, contact billing@evfreedom.energy — we will review the remaining deposited (non-bonus) portion where required by applicable law.
- If EV Freedom ever discontinues the Service, we will give at least 30 days' advance notice by email, stop recurring billing immediately, and keep your existing balance usable as service credit during that period and through any term you have already paid for. Balances are settled as service credit, not cash, except where applicable law requires otherwise — see Who We Are.
1b. Home charger quotes, deposits & installation
Quotes and estimates are free and carry no obligation. Once you accept a quote and pay a deposit, that deposit is used to reserve materials and scheduling and is non-refundable if you cancel after work is scheduled or equipment is ordered. If the on-site assessment changes the scope, we will issue a revised quote before proceeding and you may cancel at that point with your deposit applied to the revised project or, at our discretion, released. Workmanship and equipment warranties are provided by the installing contractor and manufacturer.
1c. Card-on-file charges
We keep a payment method on file for every account (see our Terms of Service §6). Charges made to your saved payment method — for authorized purchases, legitimate additional amounts tied to requested services, adjustments, unpaid balances, or applicable fees — are sales like any other and are covered by this no-refund policy. Every such charge comes with a notice or receipt identifying what it is for, and you can review your full billing history and manage your saved payment method in your member portal.
1d. If charging can't start after you've paid
Starting a charge works like this: you pick a station and pump and send a request, and a member of our team confirms it and starts your session — typically within 5–10 minutes. Your request stays open for 10 minutes.
If we can't start your session in that time — the station is offline, the pump won't respond, or we can't reach the network — your request is cancelled automatically and you don't lose your money:
- Members: the full amount goes straight back into your EV Freedom Wallet as credit, and we email you the exact amount. You can use it on any future session or plan.
- One-time guests: we email you a credit code for the full amount, good for 90 days.
- If you were never charged (for example, you left checkout before paying), there's nothing to return — no charge was made.
This make-whole credit is not a refund to your card. Here's the difference:
- Cancellation stops future billing. Cancelling the Weekly plan keeps your access until the end of the paid week; passes and one-time sessions don't renew and aren't refundable.
- A refund returns money to your original payment method. Our sales are final, so refunds are limited to the narrow exceptions in §3 of this policy (duplicate charges, confirmed fraud, legal requirements).
- Wallet credit is money held in your EV Freedom Wallet. It includes your deposits, the automatic credit above, and promotional credits like the $35 welcome credit and deposit bonuses. You can spend wallet credit on any EV Freedom plan or session, and you can withdraw your deposited funds through the withdrawal process in your portal.
One exception to know: if you cancel a session request yourself before we start it, the make-whole credit above doesn't apply — it covers sessions we couldn't start.
2. Cancelling future charges
You can cancel a recurring plan at any time from your account or by contacting support. Cancellation stops future billing:
- Weekly plan — access continues through the end of the current paid week, then stops. No partial refund for the remainder of that week.
- 1-Year Freedom Pass — a one-time purchase that does not auto-renew; access runs for the full paid year, then stops. It is not pro-rated.
- Day passes (1-Day, 3-Day) — one-time purchases that do not renew; they expire at the end of their term and are not refundable.
3. Narrow exceptions
We will consider a refund only in these limited situations, at our discretion:
- Duplicate charge — you were billed twice for the same period due to a payment-processing error.
- Unauthorized transaction — a confirmed case of card fraud on our platform (not a chargeback for a valid purchase).
- Legal requirement — where applicable state or federal consumer-protection law requires a refund.
- Service never delivered — you paid for a scheduled service that EV Freedom cancelled and could not reschedule.
To request review under one of these exceptions, email billing@evfreedom.energy within 14 days of the charge with your account email and the transaction ID.
4. Chargebacks
Filing a chargeback for a valid EV Freedom purchase is a violation of our Terms. Accounts that initiate fraudulent chargebacks will be suspended, and the amount owed may be sent to collections. If you have a billing question, please contact us first — we resolve almost every issue directly.
5. Promotions & discounts
Promotional pricing and coupon codes are non-transferable and have no cash value. Once redeemed, they cannot be refunded, reversed, or reissued. (Wallet credits, including referral credits, are covered in §1a above.)
6. Contact
Billing questions? Email billing@evfreedom.energy or message us in your member portal. We aim to respond within one business day. Wondering who receives your payment? See Who We Are.