This guide explains how refunds work on the Wevolt Network, what's refundable, who decides, and how long it takes. Skim the table at the top and you'll know who to contact for your specific situation.
Two refund tracks — which one applies to you?
Wevolt is the network and payment provider; the chargers themselves are owned by independent operators. Because of that, refunds come from one of two places depending on what went wrong.
| Your situation | Who handles it | What you can get back |
|---|---|---|
| Wevolt software error, duplicate charge, or other Wevolt-side billing error | Wevolt | Full refund — both the charging cost and the service fee |
| Idle parking fee you'd like the operator to review, or any charger-side issue | The charger operator | Partial refund — the charging cost portion (the service fee stays) |
| Session failed before 0.5 kWh was delivered | Automatic | No charge applied — the $25 pre-authorisation hold is released |
| Completed session, no fault, but you'd like the charge reviewed | Not refundable | — |
✓ Failed sessions cost you nothing
If less than 0.5 kWh was delivered, you are not charged for the session and the $25 pre-authorisation hold is released automatically. Depending on your bank, it can take several business days for the released funds to reappear in your available balance.
Refunds Wevolt can process (Wevolt-side issue)
If your charging session was affected by a Wevolt software malfunction, a duplicate transaction, or a billing error on our end, contact us and we'll review for a full refund — both the charging cost and the service fee.
Email contact@wevolt.com.au with:
- Charger location and Charger ID (both shown in the Wevolt App).
- Session date and time.
- A short description of what happened.
- A screenshot of the session or error message if possible.
We assess refund requests within 5 business days. If approved, we'll notify you and process the refund through Stripe to your original payment method. Settlement to your account can take up to a further 10 business days depending on your bank.
Refunds the charger operator can process (operator-side issue)
For anything that wasn't a Wevolt software or billing error — an idle parking fee you'd like reviewed, a fee dispute, or a goodwill ask after a poor experience — the decision sits with the charger operator who owns that site. They can refund all or part of the charging cost through their own Stripe dashboard.
Use the Help button to reach the operator
Open the charging station in the Wevolt App and tap Help. The operator's name, email, and phone are listed there for that specific station. Contact them directly with the session date, time, and the reason for your request. Learn how the support split works.
Partial refunds processed by the operator can take up to 10 business days to reach your account.
A note on the service fee
The service fee is the small fixed amount Wevolt charges for processing the session and running the network. By default it is non-refundable. The only situation where the service fee is refunded is when Wevolt issues a full refund for a software error, duplicate transaction, or billing error caused by us. If the operator refunds part of your charging cost as a goodwill gesture, the service fee on that session still stands.
About the $25 pre-authorisation hold
When you start a session, a temporary $25.00 hold is placed on your card to verify it is active. This is not a charge. It is released automatically when the session ends:
- If your final charging cost is less than $25.00, the excess is released back to your card.
- If the session never reached 0.5 kWh, the entire hold is released and you are not charged.
- If your charging cost exceeded $25.00, the hold is released and the full charging cost is deducted from your primary payment method.
Depending on your bank, the released amount can take several business days to reappear in your available balance — this is a card issuer timing issue, not a Wevolt delay.
Timing summary
- Pre-authorisation hold release: automatic at session end. May take several business days to clear at your bank.
- Wevolt full-refund assessment: 5 business days from when you email us.
- Refund settlement to your account: up to 10 business days after approval, depending on Stripe and your bank.
Still need help?
Not sure which track applies? Email us with the session details and we'll route it to the right place.
- Email: contact@wevolt.com.au
- Website: wevolt.com.au
Related articles
- How Wevolt works — who runs the chargers and where to get help.
- How Do I Pay for Charging? — payment, the $25 pre-auth, and billing.
- What are Idle Fees on Wevolt? — how idle parking fees work.
- Idle Parking Fee after a stopped session — specific case where a stopped session triggered an idle fee.
- Session won't start or stops unexpectedly — troubleshooting before raising a refund.
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