Refund & Cancellation Policy

This policy explains when and how Sajilo Charge refunds wallet top-ups and charging charges. It is part of our Terms of Service.

1. Failed or interrupted charging sessions

• If a charger fails to deliver energy after a session is billed, the charged amount is returned to your wallet — usually automatically once the session reconciles, and in any case after you report it.
• If a session is interrupted partway, you pay only for the energy actually delivered (kWh) as recorded by the charger.
• Report billing problems within 7 days from the app's Help & Support section or by email. We investigate against the charger's session records and respond within 3 business days.

2. Wallet top-ups

• If money left your eSewa or Khalti account but your wallet was not credited, contact us with the transaction reference. We trace it with the payment provider and credit your wallet once confirmed — typically within 3–7 business days, depending on the provider.
• Duplicate or mistaken top-ups can be reversed to the original payment method on request, before the balance is spent.
• Wallet balance is otherwise non-withdrawable: it is a prepaid balance meant for charging, not a deposit account.

3. Account closure

If you delete your account, or we close it without cause, we refund your remaining wallet balance to your original payment method (eSewa/Khalti). Ask for the refund when you request deletion; processing takes up to 14 days after identity verification. Balances forfeited for fraud or breach of the Terms are not refunded.

4. How refunds are paid

Refunds for session problems go to your Sajilo Charge wallet. Refunds of top-ups or closing balances go back to the eSewa/Khalti account they came from. We never refund to a different account than the one that paid.

5. Contact

Email: info@sajilocharge.com · Phone: +977-9841405032
Include your registered phone number, the date, and the transaction or session reference.

Questions about this document? Email us at info@sajilocharge.com.