General Terms of Use for the Electric Vehicle Charging Point Operator Website and Online Services
Please read these terms and conditions carefully before using this site or any Electric Vehicle Charging Point Operator services . By accessing or using this site, you signify your agreement to these terms and conditions. If you do not agree with any of the terms and conditions below, do not access or use this site or services. The Operator reserves the right to modify, alter, or update these terms and conditions from time to time, and such changes shall automatically be binding on you.
Introduction
These terms and conditions are issued in accordance with applicable laws and regulations governing Electric Vehicle Charging Point Operators in the United Arab Emirates.
These Terms and Conditions govern the use of the Operator’s website, mobile application (“EV Charging App”), and the services provided under this platform by the Electric Vehicle Charging Point Operator (“Operator”).
Both natural and juridical persons are eligible to become “Customers” of the Operator under these Terms and Conditions.
In relation to the provision of charging services and supply of related products, Customers shall observe and be bound by the Operator’s conditions applicable to each particular service and/or product, which shall be deemed an inseparable part of these Terms and Conditions.
Customers are deemed to have accepted and agreed to be bound by these Terms and Conditions immediately upon clicking and using the website or app. When a Customer elects to transact for any charging service or product, that Customer shall be deemed to have agreed to be bound by these Terms & Conditions, along with any specific terms applicable to that particular service.
This Introduction constitutes an integral part of these Terms & Conditions.
Disclaimer
While the Operator uses reasonable efforts to include accurate and up-to-date information on this website and app, the Operator makes no warranties or representations as to its accuracy. The charging services and products are provided “as is” without any warranties or representations of any kind, whether express or implied, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non-infringement.
Definitions
• Application Form: The form(s) made available on the website/app for applying to the Operator’s charging services or products.
• Order Form: The web/app pages accessible at the Operator’s website/app containing details of services available for selection and submission by the Customer.
• Order Form Confirmation: The web/app pages marked “Order Form Confirmation” containing a summary of the services and products ordered and charges payable.
• Registration Form: The web/app pages marked “Registration Form” for the Customer to fill in personal, billing, and delivery information, and for the submission by the Customer for the completion of the registration process.
• Operator: Charge&Go by e&.
Liability
Notwithstanding anything to the contrary in these Terms and Conditions, the Operator shall have no liability for any direct, incidental, special, or consequential damages, or any loss of revenue or profits arising under or with respect to the website, app, or charging services, even if the Operator has been advised of the possibility of such loss. If a Customer/User is not satisfied with any portion of the Operator’s services or any of these Terms & Conditions, the sole and exclusive remedy is to discontinue using the services.
The Operator shall not be liable for any delay in providing or restoring charging services, nor for loss or damage(s) and/or any loss of data, including, without limitation, non-delivery, misuse, mis-delivery, interruption, suspension, or termination of service, or for the contents, accuracy, or information made available or received or transmitted through the services.
Links to Other Websites
The Operator is not responsible for any linked sites or apps posted in its online services. The linked sites/apps are for Customer convenience only. Any access to such sites is at the Customer’s/User’s own risk. The Operator does not control such sites or the information contained therein and is not liable for any loss or damage sustained as a result of any reliance or use of such sites or the information therein.
Payment Rules
Subject to applicable terms and conditions, the Operator shall be entitled to debit the Customer’s credit card account or recover by any other means any amount due for any charging service or product offered. Customers are required to pay all charges as indicated in the applicable terms and conditions including federal tax or as otherwise determined by the Operator.
All requests for access to or correction of personal data or information regarding policies and practices should be in writing and addressed to the Operator’s customer care.
Modification of Services
The Operator reserves the right to change and/or amend online services, charging services, and/or products offered or delivered to the Customer from time to time. Furthermore, the Operator reserves the right to discontinue all or part of its services without prior notice.
Representation and Warranties
In these Terms and Conditions, unless the context requires otherwise, the following words and terms shall have the meanings attributed to them:
• EV Charging App: The Operator-owned mobile app offering informational content and online transactions for charging services and related products.
• Charging Services & Products: Sale and/or rent of all products and services provided by the Operator or any products and services offered through the app.
• Registration Process: The process specified for registering customers to transact business through the app as amended by the Operator from time to time.
• Applicable Terms and Conditions: The relevant terms and conditions particular to any service or product offered through the app.
• Customer: The registered customer(s) of the Operator’s app.
• User: Any visitor who uses the Operator’s app.
Change of Address
Subject to applicable terms and conditions, Customers may change their address online at any time. However, the loss or delay of any mail/correspondence dispatched prior to the change shall be at the sole risk and responsibility of the Customer.
Amendment
The Operator reserves the right to change, amend, or reproduce these Terms and Conditions or any document related to its online services, charging services, and products from time to time as it may deem fit. Any such change, amendment, or reproduction shall immediately bind the Customer from the date on which it is posted on the website/app.
Customer Responsibilities
Subject to applicable terms and conditions, Customers shall protect the secrecy of their password at all times and ensure it is not revealed or disclosed to any person. Customers are fully and solely responsible for all charges, losses, and damages arising from any use of their identification and/or password.
Customers shall use only their own ID and password for accessing the Operator’s services and may change their password from time to time to ensure security.
Customers shall comply with the rules appropriate for any network accessed through the service.
Customers agree not to:
• Infringe any intellectual property rights;
• Use the Operator’s services for any illegal, improper, obscene, or defamatory purpose;
• Publish, post, upload, distribute, or disseminate any inappropriate, defamatory, infringing, obscene, indecent, or unlawful material;
• Upload materials or files that contain viruses, corrupted files, or any other similar software or programs that may damage the operation of another’s computer or property;
• Violate any code of conduct or guidelines applicable for any particular service;
• Use the services in any manner which could damage, disable, overburden, or impair any service or the network(s) connected to any service or interfere with any other party’s use and enjoyment of any services or products;
• Attempt to gain unauthorized access to any services, accounts, computer systems, or networks connected to any services through hacking or any other means.
Control of Access Data
The Operator reserves the right to manage and control access to computer systems and data stored in its website/app.
Access Speed
The Operator does not guarantee any specific response time for website/app access to the internet.
Privacy Policy
The Operator is concerned about the privacy of Customers and Users. The Operator’s Privacy Policy, which forms part of these Terms and Conditions, is available on the website/app. The Operator may change its privacy policy from time to time, effective from the date they are posted.
Data Collection & Protection Policy
The collection, use, retention, disclosure, transfer, security, and access of Personal Data will be in accordance with the Operator’s Data Collection & Protection Policy and applicable laws in the United Arab Emirates.
Personal Data & Information Needed
It may be necessary for Customers to provide personal information when applying for or continuing to subscribe to charging services. If Customer Personal Data is incomplete or incorrect, the Operator may not be able to provide or continue to provide its services.
Customer agrees that Personal Data provided may be used and retained by the Operator and may be disclosed and transferred to agents, contractors, third-party service providers, collection agencies, credit reference agencies, security agencies, banks, financial institutions, professional advisers, or any other persons under a duty of confidentiality to the Operator, and any actual or proposed assignees or transferees of the Operator’s rights.
Terms of Service for Payment Methods
Customers can use their accounts/wallets to purchase third-party products or services, including charging sessions, accessories, and related services. In such cases, the Operator acts solely as a payment facilitator, and the customer agrees to pay for all amounts invoiced for such transactions.
If the customer allows another person to access or use the payment service, the customer remains liable for any charges incurred. All purchases from third-party providers are subject to the third party’s terms and conditions, including their refund policy.
Support for products or services purchased from third-party providers must be sought from the relevant provider. Refunds and chargebacks are only possible from the third-party provider.
The Operator reserves the right to stop or suspend payment facilities without prior notice and to amend these payment terms of service at any time.
Intellectual Property, Copyrights, and Trademarks
The content of the Operator’s website/app is protected by copyright, trademark, and other intellectual property rights as applicable. Content provided by the Operator, its content providers, and third parties may not be copied, reproduced, modified, transferred, distributed, republished, downloaded, posted, or transmitted in any form without prior written permission.
Material and content are for personal use only and may not be used for commercial purposes. By submitting any materials to the Operator, Customers irrevocably authorize the Operator to copy, modify, distribute, or create derivative works from that content. Customers warrant that submitted materials are fit for publication and agree to indemnify the Operator for any claim or demand brought by any third party.
Governing Law & Jurisdiction
These terms and conditions are governed by the laws of the United Arab Emirates. Any disputes arising out of or in connection with these terms and conditions shall be resolved by the courts of the United Arab Emirates.
Customer Obligations
- Accurate Information:
Customers are required to provide accurate, complete, and up-to-date information during registration and while using the services. Any changes to personal or vehicle information must be promptly updated through the Operator’s platform. - Proper Use of Charging Points:
Customers must use charging Points and related equipment in accordance with the instructions provided by the Operator. Any misuse, damage, or unauthorized modification of equipment may result in service suspension and/or penalties. - Compliance with Laws:
Customers shall comply with all applicable laws, regulations, and Operator policies while using charging services. Failure to comply may result in termination of service and legal action.
Tariffs and Charges
- Tariff Structure:
Charging tariffs, including per kWh rates (0.7 AED per kWh for AC chargers) (1.2 AED per kWh for DC chargers), session fees – If applicable, idle fees – Over Stay fees are applied per charger capacity per extra minute after grace 10 minutes period, and any other applicable charges, are published on the Operator’s website/app and may be updated from time to time. - Payment of Charges:
Customers must pay all applicable tariffs and charges for charging sessions, as well as any additional services or products purchased. Payment would directly deducted from the wallet balance or though a payment link using approved payment methods prior to or at the time of service delivery. - Taxes and Fees:
All tariffs and charges are subject to applicable taxes and government fees as per UAE law.
Penalties
- Non-Payment:
Failure to pay outstanding charges may result in suspension or termination of access to charging services, and the Operator reserves the right to recover any unpaid amounts through notice/legal means. - Improper Use or Damage:
Customers causing damage to charging Points, cables, or other infrastructure due to negligence, misuse, or unauthorized actions will be liable for repair or replacement costs, and may incur additional penalties as determined by the Operator. - Overstay Penalties:
Customers who leave their vehicles connected to charging Points beyond the allowed session duration may be subject to idle fees or overstay penalties, as specified in the tariff schedule in every charger location and hardware.
Service Duration
- Session Duration:
Each charging session is subject to maximum duration limits as specified by the Operator. Customers must disconnect their vehicles promptly upon completion of charging. - Subscription Plans:
Where applicable, subscription plans or packages will have defined validity periods. Unused sessions or credits may expire at the end of the validity period unless otherwise stated.
Refunds
- Eligibility:
Refunds may be provided in cases of service failure, erroneous charges, or other circumstances as determined by the Operator. Requests for refunds must be submitted within seven (7) days of the transaction date. - Processing:
Refunds will be processed to the original payment method within fourteen (14) business days, subject to verification and approval by the Operator. - Non-Refundable Charges:
Certain charges, such as administrative fees, penalties, or expired credits, may be non-refundable unless otherwise approved by Operator management or required by law.
Essential Aspects
- Service Availability:
The Operator strives to ensure charging Point availability but does not guarantee uninterrupted access. Scheduled maintenance or unforeseen outages may occur, and the Operator will provide reasonable notice where possible. - Customer Support:
Support is available via the Operator’s customer care channels for issues related to charging sessions, payments, or account management. - Account Security:
Customers are responsible for maintaining the confidentiality of their account credentials and for all activities conducted under their account.
Compliance Requirements
- Regulatory Compliance:
The Operator and Customers must adhere to all relevant UAE regulations governing electric vehicle charging, consumer protection, and data privacy. - Safety Standards:
Customers must follow all safety instructions and guidelines provided by the Operator. The Operator reserves the right to suspend or terminate services for non-compliance with safety requirements. - Environmental Responsibility:
Customers are encouraged to use charging services responsibly and to report any incidents, hazards, or misuse to the Operator immediately.