Purchase and refund policy

Translation for information purposes. The Spanish version is the legally binding one. Versión en español

Last updated: 19/10/2026

This policy applies to payments made on rentelectric.app and in the RentElectric apps: wallet top-ups (balance), charging sessions, bookings and mobility services. It forms part of the Terms and conditions.

1. Payment methods and security

Card payments are processed through the virtual POS of Banco Sabadell (Redsys). Transactions with European cards are verified with strong customer authentication (3-D Secure / EMV 3DS), in accordance with Directive (EU) 2015/2366 (PSD2). RentElectric does not store your full card details: they are sent encrypted directly to the payment institution.

2. Purchase process

1. You select the service or the top-up amount and review the final amount, shown together with the merchant details.
2. You enter the payment details and, if your bank requests it, confirm the transaction (3-D Secure).
3. You receive confirmation in the app or by email with the order number, date and amount. That confirmation serves as your receipt.

3. Wallet top-ups

• Withdrawal: you have 14 calendar days from the top-up to request a refund of the balance you have not used, without having to give a reason.
• Closing your account: if you close your account, any unused balance from card top-ups is refunded.
• Promotional or bonus balance (not paid for) is not refundable.

4. Charging sessions and services already provided

Charging sessions and services already fully provided with your consent cannot be withdrawn from (art. 103 of Spanish Royal Legislative Decree 1/2007). The following are always refunded:

• the amount charged for a session that did not deliver energy due to a fault in the charger or the platform;
• any duplicate charge or charge for an amount higher than the recorded consumption (kWh or time).

5. Bookings and vehicle rental

The cancellation conditions for each booking (deadlines and, where applicable, penalties) are shown before you confirm payment and appear in the confirmation. Cancellations within the free period are refunded in full.

6. How to request a refund

1. Write to info@rentelectric.app from your account's email address, stating the order number, date, amount, last 4 digits of the card and the reason.
2. We reply within 5 business days at most.
3. If the refund is approved, it is credited to the same card used for payment, within 14 calendar days of approval at most. Your bank may take a few extra days to show it.

7. Unrecognised charges

If you see a RentElectric charge you do not recognise, contact us first: we will review it and, if it is undue, refund it immediately. This way you avoid the delays of a bank chargeback.

8. Complaints

Complaint forms are available to consumers. You can also contact the consumer services of your region. For payments made outside the European Union, the local conditions shown in the app at the time of payment apply.