1. Introduction
At FuelVoxx, we strive to provide the best possible service to our customers. This Refund Policy outlines the terms and conditions for refunds and cancellations related to our fuel delivery, EV charging, and other services.
2. Cancellation Policy
You may cancel a scheduled service under the following conditions:
- Full Refund: Cancellations made 30 minutes or more before the scheduled delivery time will receive a full refund.
- Partial Refund: Cancellations made less than 30 minutes before the scheduled delivery time will incur a cancellation fee of 10% of the order value or $5, whichever is greater.
- No Refund: Once our delivery agent has arrived at your location, no refund will be provided for cancellations.
3. Service Issues
If you experience any issues with our service, we are committed to resolving them promptly:
- Delayed Delivery: If your delivery is delayed by more than 30 minutes from the scheduled time without prior notification, you may be eligible for a service credit or partial refund.
- Incorrect Fuel Type: In the unlikely event that an incorrect fuel type is delivered, please do not use the fuel and contact our customer service immediately. We will arrange for the correct fuel to be delivered and provide a full refund for the incorrect delivery.
- Quality Issues: If you experience quality issues with the delivered fuel, please contact us within 24 hours of delivery with details of the issue. We may require evidence or inspection to verify the claim.
- Service Not Completed: If our delivery agent is unable to complete the service due to reasons within our control, you will receive a full refund.
4. Refund Process
When a refund is approved, the following process applies:
- Credit/Debit Card Payments: Refunds will be processed back to the original payment method within 5-7 business days. The time it takes for the refund to appear in your account depends on your financial institution.
- Digital Wallet Payments: Refunds to digital wallets (e.g., Apple Pay, Google Pay) will typically be processed within 3-5 business days.
- Service Credits: In some cases, we may offer service credits instead of monetary refunds. These credits will be added to your FuelVoxx account and can be used for future services.
5. Non-Refundable Items
The following items are generally non-refundable:
- Convenience fees
- Service fees for completed deliveries
- Subscription fees (after the initial 14-day period)
6. Subscription Cancellations
For subscription-based services:
- 14-Day Money-Back Guarantee: New subscribers can cancel within 14 days of the initial subscription purchase for a full refund.
- Monthly Subscriptions: You can cancel at any time, and your subscription will remain active until the end of the current billing period. No partial refunds will be provided for the unused portion of the current billing period.
- Annual Subscriptions: Cancellations of annual subscriptions after the 14-day period may be eligible for a prorated refund based on the unused months, less any applicable discounts received for the annual commitment.
7. How to Request a Refund
To request a refund, please:
- Log in to your FuelVoxx account
- Navigate to "Order History"
- Select the relevant order
- Click on "Request Refund" and follow the prompts
Alternatively, you can contact our customer support team at support@fuelvoxx.com or call +1 (555) 123-4567.
8. Disputes
If you believe your refund request has been incorrectly denied or you have other concerns about our refund process, please contact our customer service team. We are committed to resolving all disputes fairly and promptly.
9. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this Refund Policy periodically for changes.
10. Contact Us
If you have any questions about this Refund Policy, please contact us at:
Email: support@fuelvoxx.com
Address: 123 Fuel Street, Energy City, EC 12345
Phone: +1 (555) 123-4567