Our refund policy

Great customer service is not rocket science. It’s about having an honest and straightforward relationship with our customers. It’s about keeping our promises and fixing problems quickly when they occur.

The Electric Highway is the most comprehensive charging network in Europe – and we think it’s the best. 

However, if something goes wrong at the pump and you think you require a refund, just get in touch with us.  Here’s our policy: 

Under what circumstances will you provide a refund?

We’ll refund you if you are an Ecotricity energy customer and you have not received your discount. 

There may be some other limited circumstances where it would be appropriate for us to give you a refund if something goes wrong with your charging session. If you are unsure let us know.

When would you not provide a refund?

We would not provide a refund if:

i. your charge session stops after 10 minutes.

ii. you stopped a charge session before 10 minutes other than due to a technical fault with our pump.

iii. something interrupts or stops your charging session which is outside of our control, such as a power cut or flooding.

iv. your vehicle isn’t rapid charge compatible and you’ve used our rapid chargers. If you’re unsure whether or not your vehicle can rapid charge on our Electric Highway network, you should contact your vehicle’s manufacturer for further information. 

How to claim your refund

If you think you’re entitled to a refund, let us know within 28 days of your charge session. 

Give us a call on 01453 761455, 8am to 8pm Monday to Friday, or Saturday 9am to 5pm or email us at fortheroad@ecotricty.co.uk.

So that we can look into your refund request, we’ll need the following info from you: 

  • Date of charge 
  • Approximate time of charge 
  • Pump ID and the location
  • Copy of the receipt
  • Connector used if known 
  • Why you think you are entitled to a refund

How long does it take to get a refund?

We aim to respond to your refund request within 5 working days of receiving the request. If you’re eligible for a refund, we’ll process the refund straightaway, but it could take up to a further 5 working days to appear on your account.  

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The must-have app for electric car drivers. Gives you access to Britain’s only national network of electricity pumps – the Electric Highway.

Get in touch

We're open seven days a week from 8am to 8pm.

Give us a call on 01453 761 455, or email at fortheroad@ecotricity.co.uk.

For information on charging, check out our How to charge your car page.