Refund Policy

CharZy charges for the time a power bank is out of a station: 1 JOD per started hour, capped at 5 JOD in any 24-hour period. A replacement fee of 7 JOD applies only when a unit is not returned within 24 hours. This policy explains when those charges are refunded.

The station did not dispense a power bank after the app confirmed the rental.

The power bank dispensed was faulty — it would not charge your device, was damaged, or switched off by itself — and you returned it to a bay within 15 minutes.

You were charged twice for the same rental, or charged for a rental you did not start.

The station accepted your return but the rental kept running, so you were billed for time after the unit was back in a bay.

If a unit is treated as lost and the 7 JOD replacement fee is charged, and you then return that unit to any station in working order within 7 days of the charge, the replacement fee is refunded in full. Rental charges accrued before the unit was treated as lost, up to the daily cap, are not refunded.

Units returned damaged, tampered with or beyond 7 days do not qualify for a replacement fee refund.

Time you kept the power bank when it worked as intended, including hours you did not use it. Billing stops only when the unit is confirmed back in a bay.

Charges arising because a unit was returned to somewhere other than a CharZy station bay, or handed to venue staff.

Open the rental in the app and tap Report a problem, or email ten.yzrahc@troppus with the rental date, station and the last four digits of the card used. Requests must be made within 30 days of the charge.

We review every request within 2 business days and tell you the outcome in the app or by email.

Approved refunds are returned to the original payment method — the same Visa, Mastercard or Apple Pay card used for the rental. We do not refund in cash or to a different card.

We submit the refund to our payment gateway on the day it is approved. Depending on your bank it typically appears within 5 to 14 business days.

If you disagree with a decision, reply to the outcome message and a second member of the team will review it. This policy is governed by the laws of the Hashemite Kingdom of Jordan and does not limit any statutory rights you have as a consumer.