End User Terms & Conditions

CHARGE N GO APP – END USER TERMS AND CONDITIONS

Effective date: 6th August 2026
Last updated: 6 August 2026
Version: 2.0

1. About these Terms

These End User Terms and Conditions apply to your access to and use of:

These Terms form a legally binding agreement between you and Charge N Go Australia Pty Limited.

By creating an account, accepting these Terms in the App or initiating a charging session, you agree to these Terms.

If you do not agree to these Terms, you must not create an account or use the Charge N Go App or charging services.

Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law or another applicable law.

2. Who We Are

Legal name: Charge N Go Australia Pty Limited
ABN: 35 656 295 171
Trading name: Charge N Go Australia
Website: chargengo.au
Support email: support@chargengo.au
Customer support: 1800 940 799

In these Terms:

3. Our Role and the Role of Site Hosts

Charge N Go provides or arranges access to EV charging services and provides associated account, platform, payment, billing and customer-support services.

Unless the App clearly identifies another supplier before a Session begins, your contract for the Charging Session is with Charge N Go.

A Site Host may:

Charge N Go may collect Fees as the charging-service provider, merchant of record or authorised payment and platform operator, depending on the relevant Site arrangement.

Payment for a Charging Session does not give you a general right to enter, remain at or park at a Site. You must separately comply with all Site access and parking conditions.

Parking fines, infringement notices and charges imposed independently by a Site Host, parking operator or government authority are separate from the Fees charged through the App unless expressly stated otherwise.

4. Eligibility

You must:

You must not create an account using another person’s identity or payment information without their authority.

Where you use the service through an employer, fleet, strata, property or other organisational account, additional conditions imposed by that organisation may apply.

5. Your Account

You are responsible for:

You are responsible for Charging Sessions and transactions that you authorise or that result from your failure to take reasonable care of your account credentials or access devices.

You are not automatically responsible for unauthorised transactions that:

We may ask you to change your password, verify your identity or take other reasonable security measures.

6. Accessing Chargers

Depending on the Charger, you may be able to start a Session using:

Not every access method will be available at every Charger.

Before beginning a Session, you must:

Do not use a Charger that appears damaged, unsafe, wet beyond its intended weather rating, vandalised or otherwise unsuitable for use. Report the issue to Charge N Go or the Site Host.

7. Pricing and Fees

Before you initiate a Charging Session, the App, web interface or Site signage will display the applicable pricing components where relevant.

These may include:

Prices displayed to individual consumers are inclusive of GST unless clearly stated otherwise.

Because the final cost depends on factors such as energy delivered, charging duration and idle time, the total Session cost may not be known when the Session begins.

By initiating a Session, you accept the tariff and Fees displayed immediately before the Session begins.

Changes to a tariff will apply to future Sessions and will not ordinarily apply retrospectively to a Session already in progress.

Where you initiate a Session using RFID or another method that does not display pricing directly, the applicable pricing will be the current tariff shown in the App, on the relevant Charger or on Site signage.

You should check the current tariff before starting every Session, as tariffs may differ between Sites and may change over time.

8. Idle, Overstay and Time-Based Fees

A Charger may have an idle, overstay or time-based fee intended to encourage drivers to move their vehicles after charging or after a maximum permitted period.

Before a Session begins, the applicable information should identify:

You are responsible for monitoring your Session and moving your vehicle within the applicable time limit.

App notifications are provided as a convenience. You remain responsible for checking the Session status even if a notification is delayed, blocked or not received.

An idle or overstay fee will not be knowingly retained where our investigation establishes that it was incorrectly imposed because of a fault in the Charger, App or Charge N Go platform.

Separate parking conditions or fines may continue to apply even where no idle fee is charged through the App.

9. Starting and Ending a Charging Session

When you initiate a Session, you authorise Charge N Go to:

A Session begins when it has been accepted by the Charger and charging or billable access has commenced.

To end a Session, you must follow the instructions shown in the App and on the Charger. Depending on the Charger, this may require you to:

Physically disconnecting the vehicle may not always end the Session in the charging platform.

You should check that:

If you cannot stop a Session, or the Session remains active after you have stopped charging or unplugged, contact us promptly using the support number displayed in the App or on the Charger.

We will review available Charger, platform and payment records and correct Fees that our investigation establishes were incorrectly charged because of a technical fault.

You must not repeatedly start and stop Sessions to evade a legitimate fee or interfere with Charger operation.

10. Metering and Session Records

The amount payable for a Session will be calculated using the applicable tariff and the Session information reported by the Charger or charging platform.

Relevant records may include:

Session information may be delayed or corrected where:

We will not knowingly increase a completed Session charge without a reasonable basis and supporting records.

11. Payment Authorisation

You must maintain a valid payment method or sufficient approved wallet balance where required.

By adding a payment method, you authorise Charge N Go and its payment providers to:

A pre-authorisation is not necessarily a completed charge. The amount may temporarily reduce your available account balance until your bank or card issuer releases it.

The timing for releasing a pre-authorisation is generally controlled by your bank or payment provider.

Charge N Go does not ordinarily receive or store your complete card number or card security code.

12. Wallet and Account Credits

Where the App offers a wallet or prepaid account balance:

You must not use the wallet to conduct unauthorised payment transfers, money laundering, fraud or other unlawful activity.

Requests to refund an unused purchased balance will be considered subject to:

Nothing in this section limits any refund right available under the Australian Consumer Law.

13. Failed and Outstanding Payments

If a valid payment is declined or remains unpaid, we may:

Except in cases of suspected fraud, security risk or repeated non-payment, we will ordinarily give you a reasonable opportunity to address an outstanding payment before suspending your account.

We will not treat a payment as owing where it is subject to a genuine unresolved billing dispute without first reviewing the relevant information.

You must not improperly reverse or charge back a valid payment for a Charging Session you received. This does not restrict your right to dispute an incorrect or unauthorised transaction.

14. Receipts and Charging History

After a completed Session, we will make a receipt or transaction record available through the App, by email or through another reasonable method.

The record will generally show:

You should review your receipt and contact us promptly if you believe it contains an error.

A delay in reporting an issue does not remove any right that cannot lawfully be excluded, but prompt notice may help us obtain and review relevant Charger records.

15. Refunds and Billing Disputes

Contact us if you believe:

Please provide, where available:

We may review Charger logs, platform records, payment information and Site information before determining the outcome.

Where a charge is found to be incorrect, we may:

Approved card refunds will be initiated to the original payment method unless another method is agreed or reasonably required.

Your bank or card issuer may require additional time to make a processed refund available.

16. Your Safety and Site Responsibilities

You must:

You must not:

In an emergency, contact emergency services on 000 and follow any emergency shutdown instructions at the Site.

17. Prohibited Conduct

You must not:

We may report suspected unlawful activity to the appropriate authorities.

You may be responsible for reasonable loss or damage directly caused by your deliberate or negligent breach of this section, subject to applicable law.

18. Availability of the App and Chargers

We aim to provide reliable services, but a Charger or the App may sometimes be unavailable because of:

Charger availability and status shown in the App may not always be real-time or accurate.

We do not guarantee that:

Charging speed may be affected by the vehicle, battery condition, temperature, Charger capacity, power availability, load management and other technical factors.

We will use reasonable care and skill in providing the services and addressing faults within our control.

19. Updates and Maintenance

We may update the App or platform to:

Some updates may be required before you can continue using the App.

Where reasonably possible, we will provide advance notice of planned outages that are likely to materially affect the service.

20. Privacy

We handle personal information in accordance with the Charge N Go Australia Privacy Policy, available in the App and on our website.

The Privacy Policy explains:

Where consent is legally required for a particular collection, use or disclosure, we will request that consent separately or provide an appropriate choice.

You can manage optional permissions, such as device-location access, through your device or App settings where available. Some features may not operate without the relevant permission.

We may use aggregated or de-identified charging information for:

Where you use an employer, fleet, strata or organisational account, the relevant account administrator may be able to view Charging Sessions associated with that account, vehicle or RFID identifier.

21. Intellectual Property

The App, platform, software, branding, content and related intellectual property are owned by or licensed to Charge N Go.

Subject to these Terms, we grant you a limited, personal, revocable, non-exclusive and non-transferable licence to use the App for accessing Charge N Go services.

This licence does not permit you to:

22. Suspension and Account Closure

We may temporarily restrict or suspend your access where reasonably necessary because:

Where urgent action is not required, we will ordinarily provide notice and a reasonable opportunity to address the issue.

You may contact us to dispute a suspension.

You may stop using the App at any time and may request closure of your account through the App or by contacting support.

Account closure does not:

23. Changes to these Terms

We may update these Terms to reflect changes to:

We will provide reasonable notice of a material change through the App, by email or on our website.

Where reasonably practicable, we will provide at least 14 days’ notice before a material change takes effect.

A shorter notice period may apply where a change is urgently required for legal, security, fraud-prevention or safety reasons.

Changes will not retrospectively alter the price or terms of a completed Charging Session.

If you do not agree to a material change, you may stop using the service and close your account before the change takes effect.

Your use of the App or initiation of a new Charging Session after the effective date of the updated Terms constitutes acceptance of the updated Terms.

24. Australian Consumer Law

Our services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

These may include guarantees that services will be:

Where a service does not comply with an applicable consumer guarantee, you may be entitled to have the service supplied again, cancel the affected service, receive a refund or recover compensation, depending on the nature and seriousness of the problem.

Nothing in these Terms excludes, restricts or modifies those rights.

25. Liability

To the maximum extent permitted by law, each party is responsible for loss or damage to the extent that the loss or damage was caused or contributed to by that party’s breach, negligence, unlawful conduct or failure to take reasonable care.

Charge N Go does not exclude liability for:

Subject to those rights, Charge N Go is not responsible to the extent that loss or damage is caused by:

Charge N Go is not responsible for loss that was not reasonably foreseeable when the relevant service was supplied, except where liability cannot lawfully be excluded.

The availability of one remedy under these Terms does not prevent you from exercising another remedy available under applicable law.

26. Events Outside Our Reasonable Control

Neither party will be liable for a failure or delay caused by an event outside that party’s reasonable control, except for:

Events outside reasonable control may include natural disasters, severe weather, fire, flood, widespread power failure, telecommunications failure, industrial action, government action, cyberattack, civil disturbance or damage to third-party infrastructure.

The affected party must take reasonable steps to minimise the effect of the event.

27. Complaints and Contact Details

For questions, complaints or requests concerning:

contact:

Charge N Go Australia Pty Limited
Email: support@chargengo.au
Telephone: 1800 940 799
Website: chargengo.au

Please provide relevant account, Site, Charger and transaction information.

We will acknowledge complaints promptly, investigate them in good faith and aim to provide an outcome within 10 business days.

Where a matter is complex or requires information from another provider, we may require additional time. If so, we will provide an update.

Nothing in these Terms limits your right to contact a state or territory consumer-protection agency, the Australian Competition and Consumer Commission, a court or a tribunal.

28. General Provisions

If part of these Terms is found to be invalid or unenforceable, that part will be read down or removed to the minimum extent necessary. The remaining Terms will continue to apply.

A delay by either party in exercising a right does not waive that right.

You may not transfer your account or rights under these Terms without our written consent.

We may transfer our rights and obligations as part of a genuine sale, restructure or transfer of the Charge N Go business, provided that doing so does not materially reduce your rights under these Terms.

These Terms, together with the Privacy Policy and any pricing or Site conditions presented before a Session begins, constitute the agreement applying to your use of the relevant services.

29. Governing Law

These Terms are governed by the laws of New South Wales, Australia.

You and Charge N Go submit to the non-exclusive jurisdiction of the courts and tribunals of New South Wales and the Commonwealth of Australia.

Nothing in this clause prevents you from exercising a right available under applicable consumer law in another Australian state or territory.