Cancellation and Refund Policy

This Cancellation and Refund Policy ("Policy") applies to everything you can pay for through ChargeHive EV, a platform operated by Lotus Scientific Solutions ("Company", "ChargeHive", "we", "us", "our").

By purchasing a pass, placing a marketplace order, booking roadside assistance, or otherwise using ChargeHive EV, you acknowledge that you have read, understood, and agreed to this Policy. It should be read together with the Terms and Conditions, the Shipping and Delivery Policy, and the Privacy Policy.

1. Scope of This Policy

This Policy covers four different money flows, and they do not work the same way. Read the section that matches what you paid for:

• ChargeHive passes — the fixed-term paid plans sold by ChargeHive (Section 3)
• Marketplace orders — goods and services bought from a seller through the app (Sections 4 and 5)
• Roadside assistance (ERA/ERS) — jobs performed by independent roadside vendors (Section 6)
• Convenience fees — the free-plan fee charged by ChargeHive for certain services (Section 7)

2. Who Charges You, and Who Refunds You

This is the most important thing to understand before reading the rest, because it decides who you are dealing with.

2.1 Independent sellers and independent roadside vendors set their own prices, raise their own invoices, and collect their own money. ChargeHive does not receive that money, and therefore cannot refund it from its own account. Where a refund is due on such a transaction, it is the seller's or the vendor's to make; our role is to hold them to it through the grievance process in Section 9.

2.2 ChargeHive charges you only two things:

• The price of a ChargeHive pass, and
• On the Free Access Plan, a convenience fee (plus GST) for a chargeable service — a fee you avoid entirely by holding a paid plan

2.3 ChargeHive Direct listings are the exception. Where a listing is shown as ChargeHive Direct, Lotus Scientific Solutions is the seller, and the seller's obligations in this Policy are ours.

2.4 What we charge sellers — a platform fee on orders fulfilled through the app and on referral clicks out to a seller's own website, plus GST on that fee — is billed to the seller. It is never added to your order and is not refundable to you, because you never paid it.

3. ChargeHive Passes

3.1 Passes are non-refundable. Once a pass is purchased, no refund is issued in full or in part, there is no pro-rata refund for unused time, and no refund for ending access early.

3.2 This applies regardless of usage, sessions completed, dissatisfaction, host or charger availability, charging outcomes, or account inactivity.

3.3 No auto-renewal, nothing to cancel. A pass is a one-time purchase for a fixed term. It does not auto-renew, and ChargeHive does not create an autopay mandate, standing instruction or e-mandate, and does not store a payment instrument for future charges. There is no renewal date to cancel before, and no charge can occur after a pass expires: access simply reverts to the Free Access Plan.

3.4 Ending access early. You may end pass access at any time from the app. Unused time is not lost by default — access continues until the term expires unless you choose to end it immediately. Ending it early forfeits the remaining days, and no refund is issued for them.

3.5 A pass purchased while another is still active extends your existing access rather than replacing it.

3.6 Coupons and discounts reduce the amount payable at purchase. They carry no cash value and are not refunded, restored, or re-issued if access is later ended.

3.7 Platform availability. ChargeHive does not guarantee continuous availability of hosts, chargers, sellers, vendors, or platform uptime. Temporary outages, maintenance, or technical issues do not qualify for a refund of a pass.

4. Marketplace Orders — Cancellation

4.1 Marketplace orders are Cash on Delivery. No money is taken when you place the order, so cancelling before delivery costs you nothing and leaves nothing to refund.

4.2 Cancelling yourself, before dispatch. You may cancel your order from the app, free of charge, at any time before it is marked as shipped. This is enforced by the platform, not left to goodwill.

4.3 After dispatch. Once the order is marked as shipped, you can no longer cancel it yourself. You may ask the seller through in-app order support, and it is then at the seller's discretion.

4.4 Refusing delivery. Refusing a Cash-on-Delivery order at the door, or being repeatedly unavailable to receive it, may attract the seller's own cancellation or return-shipping charges, and repeated refusals may lead us to restrict your marketplace access.

4.5 Cancellation by the seller. A seller may cancel an order — for example where stock is unavailable or the delivery address cannot be served. You are not charged, and any convenience fee accrued on the order is reversed under Section 7.

4.6 Cancellation by ChargeHive. Where ChargeHive cancels an order, it is always free of charge to you and to the seller. This includes an order that cannot lawfully proceed — for example where the seller is not registered under GST and the delivery address is in another state (see the Shipping and Delivery Policy).

4.7 Every cancellation is recorded. Whoever cancels an order — you, the seller, an assigned sales representative or distributor, or ChargeHive — the platform records who cancelled it, in what role, when, and why. You can see this on the order.

5. Marketplace Orders — Returns, Replacement and Warranty

5.1 The seller's published terms govern. Returns, replacement and warranty for a marketplace order are governed by the return policy and warranty the seller publishes on the listing. Read them before you order: they are shown on the product page, and they differ from seller to seller.

5.2 Where a listing publishes no return policy, the order is not returnable for change of mind.

5.3 What is always covered, whatever the listing says. Regardless of Sections 5.1 and 5.2, you are entitled to a remedy — replacement, repair or refund — where the order was:

• Never delivered
• Delivered damaged
• Defective or not in working order
• Not the item or service you ordered, or materially different from its description
• Incomplete or missing items

These rights arise under the Consumer Protection Act, 2019 and cannot be excluded by a listing.

5.4 Report it within 48 hours. To claim under Section 5.3, raise it through in-app order support within 48 hours of delivery, with photographs or a video that show the problem — an unboxing video is the single most useful thing you can send. Reporting later does not extinguish your statutory rights, but it makes a claim materially harder for the seller to verify and for us to press.

5.5 Who performs the remedy. For an independent seller's listing, the seller performs the remedy. For a ChargeHive Direct listing, we do. In either case, the escalation route in Section 9 is available to you.

5.6 Warranty. Manufacturer or seller warranty, where offered, is stated on the listing and is honoured by whoever gives it. ChargeHive gives no warranty of its own on goods listed by independent sellers.

6. Roadside Assistance (ERA/ERS)

6.1 The roadside vendor sets its own price, declares its own GST position, and collects payment from you directly — in cash or by UPI, through the vendor or its assigned distributor. ChargeHive does not receive that money.

6.2 A job that is not performed is not payable. If no technician attends, or the job is abandoned before any work is done, you owe nothing for it.

6.3 Cancelling a request. You may cancel a roadside request from the app. Where a technician has already been dispatched or work has already been done, the vendor may charge for what was actually incurred.

6.4 Any convenience fee accrued on a roadside job that is cancelled is reversed under Section 7.

6.5 Disputes about the price, the quality, or the conduct of a roadside job are between you and the vendor. Raise them through in-app support, and escalate under Section 9 if they are not resolved.

6.6 Priority assistance and priority support, where your plan includes them, govern how quickly your request is handled. They are not a discount on the vendor's price and give no additional refund right.

7. Convenience Fees

7.1 On the Free Access Plan, certain services — booking a charger, booking roadside assistance, placing a marketplace order, booking a host — accrue a convenience fee plus GST to a ledger on your account. The fee is shown before you incur it. Holding a paid plan avoids it entirely.

7.2 Automatic reversal on cancellation. A convenience fee accrued on a marketplace order or a roadside job that is afterwards cancelled is reversed automatically and removed from your balance. You do not have to ask. If a reversal has not appeared, opening the Platform Fees screen re-checks the affected orders.

7.3 Duplicate charges and billing errors. Where the same fee has been charged twice, or charged in error, it is reversed on request.

7.4 Settled fees. A fee that has already been settled and relates to a service actually delivered is not refundable.

7.5 Upgrading to a paid plan stops new fees accruing. It does not clear a balance already accrued.

8. Refund Method and Timelines

8.1 Cash on Delivery. Because no money is taken at checkout, a cancelled marketplace order has nothing to refund. Where you have already paid cash at the door and a refund is due, the seller refunds you directly.

8.2 Online payments. Where a refund is due on a payment made through our payment gateway, it is made to the original payment method. Once approved, refunds are typically credited within 5 to 7 working days, subject to your bank or card issuer.

8.3 App-store purchases. Where a purchase was made through Google Play or the Apple App Store, that store's own refund process and timelines also apply.

8.4 We do not issue refunds in cash, to a different person, or to an account other than the one the payment came from.

9. How to Raise a Problem

Use this order — each step exists because the one before it did not resolve the matter:

9.1 In-app order or service support — the fastest route, and the one that reaches the seller or vendor directly with the order in front of them.

9.2 Grievance Officer — grievance-officer@lotusscientificsolutions.com. This is the grievance mechanism required under the Consumer Protection (E-Commerce) Rules, 2020 and the IT Rules, 2021. We acknowledge grievances promptly and resolve them within the timelines required by law.

9.3 Consumer redressal — nothing in this Policy limits your right to approach a Consumer Disputes Redressal Commission or any other authority available to you under Indian law.

10. Exceptional Circumstances

10.1 ChargeHive may, at its sole discretion, review exceptional cases such as a duplicate charge for the same pass, a technical billing error, or a failure of the platform itself.

10.2 Any resolution offered in an exceptional case is made on its own facts and does not establish a precedent or a general entitlement.

11. Changes to This Policy

We may update this Policy to reflect changes in the Services, in our fees, or in law. The updated Policy is posted with a new "Last Updated" date, and material changes re-trigger the in-app consent gate so that you see and accept the current version before continuing.

12. Contact

ChargeHive EV A product of Lotus Scientific Solutions

Grievance Officer: grievance-officer@lotusscientificsolutions.com Privacy: privacy@lotusscientificsolutions.com Support: support@chargehiveev.com or support@lotusscientificsolutions.com Address: 1-8-128, Hyderabad, Telangana – 500010, India

This Policy should be read together with the ChargeHive EV Terms and Conditions, the Shipping and Delivery Policy, and the Privacy Policy.