Refund and Cancellation Policy

1.How charges work

The tariff for a rental is displayed before you confirm it. When a rental begins, a temporary authorisation (a “hold”) is placed on your payment method. When the power bank is returned, only the amount due for the rental time is charged and the remainder of the hold is released. The time it takes for a released hold to disappear from your statement depends on your bank.

2.Cancelling before a rental begins

You may cancel at any time before a power bank is released, without charge. If a hold has already been placed, it is released in full.

3.When a refund is given

We will refund the relevant charge in full where:

• you paid, but the station did not release a power bank (in this case the payment is normally cancelled automatically, and you only need to contact us if a charge still appears);
• the power bank you received was faulty and you returned it to a station;
• you returned the power bank but the station did not record the return, and our records confirm it;
• you were charged more than once for the same rental, or charged an incorrect amount; or
• a charge was otherwise made in error.

Rental charges for time during which a working power bank was in your possession are not refundable.

4.Non-return charge

If a power bank is not returned within 24 hours of the start of the rental, it is treated as lost and the fixed non-return charge set out in the Rental Terms applies in place of the rental charge. This charge is not refunded if the power bank is returned afterwards, unless it was applied as a result of an error on our part, such as a return that a station failed to record.

5.Passes

A pass may be cancelled for a full refund provided none of its free rental time has been used. Once any part of a pass has been used, it is not refundable, and unused time on an expired pass is not refunded.

6.How to request a refund

Send a request through Help in the JUUCEME application, or by email to support@juuceme.com, within 30 days of the charge. Please include:

• the email address or account used for the rental;
• the station name or code and the date and time of the rental; and
• a brief description of the issue.

We review each request against the station and payment records and will inform you of the outcome.

7.How refunds are paid

Approved refunds are issued to the original payment method and are not paid in cash or to another card. We aim to issue an approved refund within five business days. The time taken for it to appear on your statement depends on your bank or card issuer. All refunds are made in UAE dirhams (AED); any currency conversion is applied by your card issuer.

8.Payment disputes

If you believe a charge is incorrect, please contact us before raising a dispute with your bank, so that we can review it and, where appropriate, refund it promptly.

9.Contact us