Refund Policy
This Refund Policy outlines the terms and conditions governing refund eligibility, processing, and limitations for the use of the FASTEV (“the App”) operated by Karuna Integrated Technology Sdn Bhd (“the Company”, “we”, “us”).
By using the FASTEV App, you acknowledge and agree to the terms of this Refund Policy.
1. REFUND ELIGIBILITY
1.1 Refunds may be granted under the following circumstances: –
a) a confirmed technical malfunction within the FASTEV App that prevents you from initiating, continuing, or completing an EV charging session, and where the issue is not resolved within a reasonable period despite standard troubleshooting measures.
b) the selected EV charging station is non-operational or unavailable at the time of attempted use due to equipment failure,
unscheduled maintenance, network outages, or other technical disruptions not attributable to user error.
c) you have been erroneously charged due to a billing discrepancy, such as duplicate transactions, system-generated overcharges,
or pricing misconfigurations.
1.2 All refund requests are subject to verification and validation by the Company. We reserve the right to deny any refund request that does not meet the eligibility criteria above or is submitted with insufficient supporting documentation.
2. REFUND PROCESS
2.1 To initiate a refund request, you must contact the FASTEV customer support team within twenty-four (24) hours of the relevant
incident or transaction. Your request must include the following:
a) a clear and concise explanation of the issue encountered;
b) the relevant transaction reference number; and
c) screenshots, receipts, or other supporting evidence (where applicable) to substantiate the claim.
2.2 Upon receiving your refund request, the Company may contact you for further clarification, evidence, or system logs as required. The refund review process will commence only after all necessary information has been submitted.
2.3 If your refund request is approved, the refund will be processed to the original payment method used for the transaction. Please
note that the timing of refund clearance may vary depending on the policies of the respective payment gateway provider or financial institution, and may take up to fourteen (14) business days to be reflected in your account.
3. NON-REFUNDABLE CHARGES
3.1 Notwithstanding any other provision herein, the following charges shall be strictly non-refundable and shall not constitute valid
grounds for a refund request:
a) charges incurred for EV charging sessions that were successfully initiated and completed in accordance with the terms and
functionalities of the FASTEV App, regardless of subsequent dissatisfaction or change of intention by the user;
b) administrative charges, including but not limited to payment gateway processing fees, third-party transaction charges, or other
facilitation costs associated with the successful execution of payment transactions;
c) fees arising from user negligence, operational mistakes, or failure to comply with the App’s instructions or station usage guidelines,
including but not limited to: –
i. incorrect station selection;
ii. failure to manually terminate the session;
iii. leaving the vehicle connected beyond the charging period;
iv. failure to properly connect or disconnect the charging cable.
3.2 The Company reserves the absolute discretion to determine whether a transaction falls within any of the above non-refundable
categories and to reject any refund claim accordingly.
4. LIMITATIONS AND EXCLUSIONS
4.1 Refunds will not be provided in the following cases:
a) If a user fails to connect their vehicle properly or ends the session prematurely;
b) If poor internet connectivity or device-related issues on the user’s end disrupt the session;
c) If the user provides incorrect station or session details in the refund request; or
d) If the refund request is made more than 24 hours after the transaction without justifiable cause.
4.2 The Company is not responsible for delays or losses arising from actions or omissions by third-party EV station operators, unless
clearly attributable to FASTEV’s system or platform.
5. PROMOTIONAL CREDITS AND VOUCHERS
5.1 From time to time, the Company may issue promotional credits, discount codes, loyalty rewards, or other incentive-based benefits
(“Promotional Benefits”) through the FASTEV App. These Promotional Benefits are subject to the following conditions:
a) Promotional Benefits have no monetary value and are not redeemable for cash under any circumstances;
b) They cannot be sold, exchanged, refunded, or transferred to another user or third party, unless expressly authorised by the Company in writing;
c) Promotional Benefits are valid strictly within the promotional period specified in the terms of the relevant campaign or
notification, and shall automatically expire thereafter without notice;
d) The Company reserves the right to revoke, suspend, or forfeit any Promotional Benefits in the event of suspected abuse, fraud, account misuse, or violation of the FASTEV App Terms and Conditions.
5.2. The Company reserves the sole discretion to determine eligibility, usage conditions, and redemption limits for all Promotional
Benefits, and may amend or terminate such benefits at any time without prior notice.
6. DISPUTE RESOLUTION
6.1 If you are dissatisfied with the outcome of your refund request, you may escalate the matter by submitting a formal written appeal
to [email protected], clearly outlining the reasons for your disagreement and attaching any additional supporting documentation not previously submitted.
6.2 Upon receipt of your escalation, the Company will initiate a second-level internal review. This may involve additional verification,
system log checks, and consultation with relevant service or payment partners.
6.3 A final written decision will be communicated to you via email within seven (7) to fourteen(14) business days from the date the escalation is received. This decision shall be deemed final and conclusive.
7. AMENDMENTS TO THIS POLICY
7.1. We reserve the right to amend this Refund Policy at any time.
Changes will take effect upon posting the updated policy on the FASTEV App or website. Continued use of the App after such changes constitutes your acceptance of the revised terms.
6. CONTACT US
If you have any questions or require support regarding this Refund Policy, please contact at [email protected].
Last Updated: 23 rd May, 2025
