Cancellation Policy

Cancellation Policy Effective Date: 29-04-2026

This Cancellation Policy outlines the rules, conditions, and applicable charges when mobility, parcel delivery, or EV charging related services booked through EV Smart are cancelled by users, drivers, or service providers.

By using EV Smart, you agree to this Cancellation Policy.

1. Free Cancellation Window

Users may cancel certain bookings within a limited free cancellation window without any cancellation charges.

For standard ride bookings, users may generally cancel within 2 minutes of booking without charges, unless otherwise specified in the app.

After the applicable free cancellation period, cancellation charges may apply.

2. User-Initiated Cancellation

Cancellation charges may apply in the following situations:

• Cancellation after driver or service provider acceptance
• Cancellation after the applicable free cancellation window
• Driver has already started traveling toward the pickup location
• Parcel pickup process has already started
• EV charging slot or reservation has already been confirmed

Cancellation charges may vary depending on:

• Distance traveled by the driver
• Time spent
• Operational effort
• Service type
• Demand conditions

3. Driver or Service Provider Cancellation

Drivers or service providers may cancel bookings due to:

• Incorrect or unreachable pickup locations
• User not reachable
• Safety concerns
• Technical issues
• Vehicle breakdown
• Emergencies or operational limitations

In such cases:

• Cancellation charges may not be applied to the user where applicable
• Repeated unnecessary cancellations by drivers or providers may be monitored and restricted by EV Smart

4. Parcel Delivery Cancellation

Parcel delivery bookings may be cancelled subject to operational status.

Cancellation charges may apply if:

• Driver has already started parcel pickup
• Parcel has already been collected
• Incorrect or prohibited parcel information was provided

Drivers may refuse unsafe, prohibited, suspicious, or improperly packaged parcels.

5. EV Charging Reservation Cancellation

Cancellation charges or reservation restrictions may apply for EV charging bookings if:

• Charging slot has already been reserved
• Charging session has already started
• Excessive repeated reservation cancellations occur

Charging station availability may vary depending on third-party operator conditions.

6. No-Show Policy

If a user fails to:

• Arrive at the pickup location within a reasonable timeframe
• Cooperate during parcel pickup or delivery
• Arrive for a reserved charging session

the booking may be marked as a no-show and applicable charges may apply.

7. Waiting Charges

Drivers or service providers may wait for a limited time at the pickup or service location.

Additional waiting charges may apply after the permitted waiting period depending on:

• Service type
• Time spent waiting
• Operational conditions

8. Repeated or Abusive Cancellations

Frequent, abusive, fraudulent, or suspicious cancellations may result in:

• Temporary account restrictions
• Reduced booking privileges
• Permanent account suspension in severe cases

EV Smart reserves the right to investigate misuse, fraud, or operational abuse.

9. Exceptional Situations

Cancellation charges may be waived in certain circumstances including:

• Technical issues with the app or platform
• Driver not moving toward pickup location
• Safety-related concerns
• Verified operational failures
• Emergencies or exceptional conditions reviewed by EV Smart

10. Payment of Cancellation Charges

Applicable cancellation charges may be:

• Deducted from prepaid amounts
• Charged to the original payment method
• Added to the user’s future bookings or transactions

Outstanding dues may result in temporary account restrictions until resolved.

11. Service Interruptions & External Factors

Services may be impacted by:

• Traffic conditions
• Weather conditions
• Government restrictions
• Internet or GPS failures
• Technical outages
• Third-party operational issues

EV Smart does not guarantee uninterrupted availability of services.

12. Policy Updates

EV Smart reserves the right to update this Cancellation Policy at any time.

Updated versions may be published within the app, website, or official communication channels.

Continued use of EV Smart services constitutes acceptance of the updated policy.

13. Contact

For cancellation-related support or concerns:

EV Smart Email: contact@evsmartcab.com

Website: https://evsmartcab.com