Refund and payment issue policy

When to contact Airlie Charge

Ask for help if:

• payment completed but a power bank did not release;
• the station did not confirm a return;
• a power bank or built-in cable appeared faulty;
• you believe a payment was duplicated or calculated incorrectly; or
• another technical issue prevented the rental service from working as displayed.

What to include

Provide:

• your name and a contact method;
• the venue and approximate date and time;
• the rental or payment reference, if available; and
• a short description of what occurred and what the station displayed.

Do not send a full card number, bank login, identity document or other unnecessary financial information.

How requests are assessed

Airlie Charge checks the information you provide against available rental, payment and station records. More information may be requested where a transaction cannot be identified. The outcome depends on those records, the service provided and your rights under applicable consumer law.

Approved returns or reversals

Any approved payment return is sent through the relevant payment process. The time it takes to appear can depend on the payment provider and your financial institution. Airlie Charge will provide available confirmation when the action has been completed.

Your consumer rights

This policy does not exclude, restrict or modify any consumer guarantee, right or remedy available under the Australian Consumer Law. A remedy will be provided where required by law.