Refund policy

1. How payment works

Before a session starts you pay its maximum amount, shown on the charge point page together with the price per kWh before you pay. When the session ends you pay only for the energy delivered, at the price you were shown.

2. Automatic refunds

You never need to ask for these. They are sent the moment the session ends:

• Unused amount: everything you did not use is refunded to the card or wallet you paid with.
• Charger did not start: if the charger does not start within 2 minutes, the session is cancelled and the full amount is refunded.
• Payment not completed: if you leave the payment page or your bank declines the payment, nothing is charged.

3. When the money arrives

Refunds go back to the same card or wallet you paid with. They usually appear within 2 to 10 business days, depending on your bank. Your receipt shows the amount paid and the amount refunded.

4. If something looks wrong

If you were charged for energy you did not receive, a charger stopped without reason, or a refund has not arrived after 10 business days, write to hello@vira.direct or call +52 56 2916 2943 with the session reference on your receipt. We review every request and, where a charge was wrong, refund the difference to the same payment method.

5. Stopping a session

Charging is a service consumed as it is delivered: energy already delivered cannot be returned. You can stop a session at any time from your session page or at the charger, and you pay only for the energy delivered up to that point.