Refund Policy
Last updated: 10 June 2026
This Refund Policy explains how Wilbest Limited, trading as Wilbest (“Wilbest”, “we”, “us” or “our”), handles refunds, Credit balance refunds, billing disputes, charging session errors, equipment refunds, installation refunds and related adjustments.
This Refund Policy forms part of our Terms and Conditions.
Nothing in this Refund Policy limits or excludes any rights you may have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other law that cannot be lawfully excluded.
1. General approach
We aim to handle refund requests fairly, promptly and transparently.
Depending on the situation, we may provide a refund, Credit adjustment, replacement charging session, repair, replacement, re-performance of services, account correction, or another remedy required or permitted by law.
Refunds are assessed based on the information available, the nature of the issue, the applicable law, our Terms and Conditions, and any specific terms that applied at the time of purchase or use.
2. Charging session refunds
You may request a refund or account adjustment if there has been:
An overcharge.
A duplicate charge.
A payment processing error.
A technical fault that prevented or materially interrupted a Charging Session after payment or Credits were deducted.
A failed charging session where your Account or payment method was charged but no meaningful charging service was provided.
An incorrect Tariff applied due to Wilbest’s error.
Another service failure caused by Wilbest or our systems.
To request a charging session refund, please contact us within 30 days of the relevant Charging Session or transaction, unless a longer period is required by law.
You should provide:
Your name and contact details.
Your Wilbest Account email or phone number, if applicable.
Charging Station location.
Date and approximate time of the session.
Vehicle details, if relevant.
Receipt, invoice, payment reference or session reference.
A short explanation of the issue.
Screenshots, photos or other evidence, if available.
We will review the request and may check charger logs, payment records, Credit records, system logs, fault reports and site information.
3. When charging session refunds may not be available
To the maximum extent permitted by law, we may decline a refund where the charge was valid and the issue was not caused by Wilbest or our systems.
Examples include:
You selected the wrong Charging Station, connector, vehicle, session or payment option.
You failed to properly connect the vehicle.
Your vehicle was not compatible with the Charging Station.
Your vehicle stopped or limited charging due to vehicle settings, battery temperature, battery state of charge, battery management system, charging limit, fault or other vehicle-related reason.
You unplugged or stopped the Charging Session early.
You failed to follow instructions, signage, app prompts, site rules or vehicle manual requirements.
You incurred valid idle fees, overstay fees, time-based charges, parking charges or site-related fees.
A bank, card issuer or payment provider delayed release of a payment authorisation or pre-authorisation hold.
You changed your mind after a valid Charging Session was provided.
The issue was caused by a third-party site, parking operator, mobile network, internet provider or other third party outside Wilbest’s reasonable control, unless Wilbest is legally responsible.
This section does not affect any rights you may have under applicable consumer law.
4. Wilbest Credit refunds
Wilbest may operate a prepaid Credit system. Users purchase Credits before using eligible Wilbest EV charging services.
Unused paid Credits may be refunded when you close your Account or where we otherwise approve a refund under this Refund Policy.
To request a refund of unused paid Credits, please contact us and provide your Account details. We may require identity verification, payment verification or other information to protect against fraud, account misuse or unauthorised refund requests.
When refunding unused paid Credits:
Only unused paid Credits are refundable.
Promotional, bonus, free, goodwill, trial or compensation Credits are not refundable unless required by law or expressly stated in the relevant promotion.
We may deduct any outstanding valid charges, negative balances, unpaid amounts, chargeback costs or amounts owed to Wilbest before refunding the remaining paid Credit balance.
Refunds will normally be made to the original payment method used to purchase the Credits. If that is not possible, we may ask you to provide a New Zealand bank account or another approved refund method.
Credits cannot be transferred, sold, assigned or exchanged for cash except through the approved refund process or where required by law.
Paid Credits do not expire while your Account remains active, unless we clearly state otherwise and are permitted to do so by law.
Deleting the app from your device does not close your Account or automatically trigger a Credit refund.
5. Account closure and exit refunds
If you no longer wish to use Wilbest services, you may request to close your Account and refund any unused paid Credit balance.
Before closing your Account, we may:
Complete any pending Charging Sessions.
Deduct valid outstanding charges.
Investigate unresolved disputes, payment failures or chargebacks.
Verify your identity and payment ownership.
Ask you to confirm that you understand account closure may remove access to some account history, saved vehicles, payment methods, fleet links, promotional Credits or app features.
Once your Account is closed, you may need to create a new Account if you wish to use account-based Wilbest services again.
6. Guest charging and payment authorisation holds
Where guest, QR code, contactless, PayWave or payment terminal charging is available, your card issuer or payment provider may place a pre-authorisation or payment hold before or during a Charging Session.
The final amount charged may be lower or higher than the initial displayed authorisation amount, depending on the actual Charging Session, applicable Tariff, fees and payment provider rules.
Any unused authorised amount is normally released by your bank, card issuer or payment provider. The timing of release is controlled by your bank, card issuer or payment provider and may vary.
If you believe a guest charging transaction was incorrectly charged, please contact us with the payment reference, date, time, location and evidence of the issue.
7. Equipment refunds
If you purchase EV charging equipment, accessories, parts or related goods from Wilbest, your rights may depend on the product, purchase channel, quote terms, warranty terms and applicable law.
If a product is faulty, not of acceptable quality, not fit for purpose, or does not match its description, you may be entitled to a repair, replacement, refund or other remedy under the Consumer Guarantees Act 1993.
We may need to inspect the product, confirm the fault, check installation conditions, review usage history, or consult the manufacturer before confirming the appropriate remedy.
Unless required by law, we may not provide a refund where:
You changed your mind.
You ordered the wrong product.
The product was damaged through misuse, accident, unauthorised modification, incorrect installation, power supply issues, failure to follow instructions, or use outside specifications.
The product has been installed, used or damaged and is not faulty.
The product was custom ordered, specially configured or supplied under a non-cancellable commercial quote, and this was made clear before purchase.
8. Installation and service refunds
For installation, maintenance, site assessment, electrical work or related services, refund rights will depend on the quote, work completed, costs incurred and applicable law.
If we fail to provide services with reasonable care and skill, or fail to complete services within a reasonable time where no time was agreed, you may be entitled to a remedy under the Consumer Guarantees Act 1993.
If you cancel before work begins, we may refund amounts paid, less reasonable costs already incurred, such as site assessment, design, travel, administration, equipment procurement, third-party costs or custom orders, where permitted by law.
If you cancel after work has started, we may charge for work performed and reasonable costs incurred up to the cancellation date.
If additional work is required due to site conditions, electrical limitations, consent requirements, access issues, network requirements or information not disclosed before the quote, this may be treated as a variation rather than a refund issue.
9. Promotions, vouchers and bonus Credits
Promotional offers, vouchers, bonus Credits, free Credits, referral Credits or trial Credits may be subject to separate terms and conditions.
Unless required by law or expressly stated in the promotion:
Promotional Credits are not refundable for cash.
Promotional Credits are not transferable.
Promotional Credits may only be used for eligible Wilbest services.
Promotional Credits may expire if an expiry date is clearly stated and legally permitted.
If promotional Credits were issued as part of a paid purchase, applicable consumer and gift card rules may apply.
10. Refund processing time
If a refund is approved, we will aim to process it within 5 to 10 business days.
The time it takes for funds to appear in your account may depend on your bank, card issuer, payment provider or refund method.
Refunds will normally be made to the original payment method. We do not provide cash refunds for card payments unless required by law or specifically approved by us.
11. Chargebacks and payment disputes
If you believe a payment is incorrect, please contact us first so we can investigate and resolve the issue.
If you initiate a chargeback or payment reversal for a valid charge, we may suspend your Account, deduct the disputed amount from your Credit balance, recover outstanding amounts, or restrict access to our Services while the matter is investigated.
This does not limit any legal rights you may have to dispute an unauthorised or incorrect transaction.
12. How to request a refund
To request a refund, please contact us:
Wilbest Limited
Email: info@wilbest.co.nz
Phone: 0800 945 237
Location: Auckland, New Zealand
Please include enough detail for us to investigate your request. We may ask for additional information if needed.
13. Complaints
If you are not satisfied with our refund decision, you may ask us to review the matter. Please provide any additional information or evidence you would like us to consider.
We will handle complaints fairly and in accordance with applicable New Zealand law.
EV charging and energy solutions across New Zealand.
Contact Details
Quick Links
Tel: 0800 945 237
Email: info@wilbest.co.nz
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