Cancellation and Refund Policy
Company: NOVOWATT PTE. LTD.
Registered Office: 33 Ubi Avenue 3, The Vertex, #04-36, Singapore 408868
Company Registration Number: 202123295R
Last Updated: 8 Sep 2025
1. General Scope
1.1 This Policy applies to all reservations, cancellations, deposits, and refunds in respect of Charging Sessions booked through the Novowatt mobile application or any other authorized Novowatt platform (collectively, the “Platform”).
1.2 By making a reservation, Users expressly acknowledge and agree to be bound by this Policy, in addition to the Terms of Use.
2. Reservation Deposit
2.1 A reservation deposit (“Deposit”) is payable at the time of booking a Charging Session.
2.2 The Deposit will be fully refundable if the reservation is cancelled within the permitted cancellation window, as set out in Clause 3.
2.3 In all other circumstances, the Deposit is strictly non-refundable except in accordance with Clause 6.
2A. Eligibility for Cancellations and Refunds
2A.1 Only Users with a valid and active Novowatt Account in good standing (i.e., without outstanding balances, suspended access, or active disputes) are eligible to request cancellations or refunds under this Policy.
2A.2 Refunds or cancellations will not be permitted in the following circumstances:
(a) Where the User has outstanding payments or unsettled charges on their Account;
(b) Where the User’s Account is under investigation for suspected misuse, fraudulent activity, or breach of the Terms of Use;
(c) Where the request falls outside the applicable cancellation windows set out in Clause 3;
(d) Where the reservation was made using promotional credits, vouchers, or other non-refundable benefits unless expressly stated otherwise.
2A.3 Eligibility for refunds may further be subject to verification of the User’s identity, payment method, and transaction records. Novowatt reserves the right to request additional information or documentation before processing any refund.
3. Cancellation Window
3.1 Users may cancel a reservation without penalty if cancellation is made at least sixty (60) minutes prior to the scheduled commencement of the Charging Session.
3.2 Cancellations made less than twenty-four (24) hours but more than sixty (60) minutes before the scheduled start time will not incur a cancellation fee, but the Deposit will be forfeited.
3.3 Cancellations made less than sixty (60) minutes before the scheduled start time shall be deemed a late cancellation, and both the Deposit and any applicable cancellation fee may be forfeited.
4. No-Show Policy
4.1 Failure to attend a reserved Charging Session without submitting a valid cancellation in accordance with Clause 3 shall constitute a “No-Show.”
4.2 In the event of a No-Show:
(a) The Deposit will be automatically forfeited; and
(b) Novowatt reserves the right to impose an additional penalty fee, calculated as a percentage of the projected User Charges, at its sole discretion.
4.3 Repeated No-Shows may result in temporary suspension or permanent revocation of reservation privileges.
5. Refund Process
5.1 Approved refunds will be credited back to the original payment method used for the reservation (e.g., credit/debit card, e-wallet, or WattPay).
5.2 Refunds will not be redirected to alternative payment methods or third-party accounts.
5.3 Processing times for refunds are typically seven (7) to ten (10) business days, subject to the timelines of external payment processors, banks, or card issuers.
6. Exceptions and Discretionary Waivers
6.1 Novowatt may, in its sole discretion, waive cancellation penalties or issue refunds outside the parameters of this Policy in exceptional circumstances, including but not limited to:
(a) Verified system malfunction or technical fault of a Charging Station or the App;
(b) Safety or emergency situations preventing the User’s access to the reserved Charging Station; or
(c) Circumstances where the reserved Charging Station is unavailable due to operator error or force majeure.
6.2 Any request for a discretionary waiver must be submitted to Novowatt within forty-eight (48) hours of the scheduled Charging Session. Supporting evidence (e.g., screenshots, error messages, or transaction records) may be required.
6A. Non-Refundable Scenarios
6A.1 Refunds will not be provided in the following circumstances, which are strictly non-refundable:
(a) User Error – including, but not limited to, plugging into the wrong charger, failure to initiate or terminate the session properly, or incorrect selection of charging plan.
(b) Late Arrival or No-Show – any reservation not cancelled in accordance with Clauses 2 and 4, including where the User arrives after the Grace Period or fails to attend the reserved session.
(c) Idle Fees and Overstay Penalties – any fees incurred after charging completion or expiry of the Grace Period.
(d) Promotional Credits, Vouchers, or Free Sessions – any reservations or payments made using promotional offers, vouchers, or free credits, unless expressly stated otherwise.
(e) Commercial or Unauthorized Use – any session booked under a personal plan but used for private-hire vehicles, commercial fleets, or vehicles other than the registered EV.
(f) Force Majeure Events – delays, disruptions, or unavailability of Charging Stations due to events beyond Novowatt’s reasonable control (including power outages, government restrictions, or third-party site closures).
6A.2 Novowatt reserves the sole right to determine whether a refund request falls within a non-refundable scenario.
7. Communication Protocol
7.1 All cancellation requests must be submitted exclusively through official Novowatt support channels, including:
(a) The cancellation function within the App;
(b) The Novowatt customer support email address; or
(c) The Novowatt hotline number published on the App.
7.2 A written confirmation (e.g., email acknowledgement, in-App message, or cancellation code) will be issued to confirm receipt of the cancellation request. Users must retain this confirmation as proof.
8. Rescheduling Option
8.1 Users may request to reschedule a reserved Charging Session without penalty, provided the request is made prior to the applicable cancellation cutoff under Clause 3.
8.2 Rescheduling shall be subject to slot availability at the chosen Charging Station.
8.3 If a rescheduling request cannot be accommodated, the User may opt to cancel the session under the applicable provisions of this Policy.
9. Finality of Decisions
9.1 All determinations by Novowatt in respect of cancellations, refunds, and penalties shall be final and binding.
9.2 Refunds, once processed, shall constitute full and final settlement of the User’s claim in respect of the cancelled or disputed Charging Session.
Summary Table
| Scenario | Outcome |
|---|---|
| Cancel ≥ 60 minutes before session | Full deposit refund, no penalty |
| Cancel < 24 hours but ≥ 60 minutes | Deposit forfeited, no additional fee |
| No-Show (miss without cancel) | Deposit forfeited; additional fee may apply |
| Exceptional circumstances | Penalty waived at Novowatt’s discretion |
| Reschedule before cutoff | No penalty; new slot subject to availability |
| Refund processing time | 7–10 business days to original payment method |
Please thoroughly review and acknowledge this comprehensive Cancellation and Refund Policy before confirming your reservation. By proceeding with a reservation, you implicitly agree to abide by the terms outlined herein.
For any inquiries, cancellations, or rescheduling requests, please reach out to our dedicated customer support at Support@watt.sg.
