Refund Policy
This policy explains how refunds work for your Sarai wallet and charging sessions.
1. Prepaid wallet
Money you add to your Sarai wallet is prepaid balance held for your charging. Unused balance stays in your wallet for future sessions and does not expire.
2. Charging sessions
Each session is billed on the energy actually delivered, as measured by the charger. If you believe a session was billed incorrectly — for example you were charged but no energy was delivered, or the amount looks wrong — report it from that transaction in your wallet within 7 days. Our team reviews the meter readings and, where a billing error is confirmed, refunds the difference to your wallet.
3. Failed or interrupted charges
If a session fails to start, or is interrupted by the charger and no usable energy was delivered, any amount reserved or charged is returned to your wallet automatically. If it isn't, contact us and we'll correct it.
4. Refund method & timeline
Approved refunds are credited to your Sarai wallet, usually within 3–5 business days of review. Where a refund to your original payment method is required by law, we'll process it to that method; bank or gateway settlement can take additional time.
5. Community & open-data chargers
Chargers marked “Community” or “Open data” are not operated by Sarai and are not paid for through the app, so no refund is processed by us for those.
6. How to request a refund
Open Support in the app, or the transaction in your wallet, with the session details. You can also reach us on WhatsApp +92 302 8407007.
7. Contact
Sarai · a Thingsty product
40 U, Eden Mall, Eden Value Homes, Lahore, Pakistan
Support: WhatsApp +92 302 8407007, or via Support in the app.