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CHARGE N GO APP – END USER TERMS & CONDITIONS

Effective date: 8th December 2025

These End User Terms & Conditions (“Terms”) apply to your use of the Charge N Go mobile and web applications and any related services we provide to you as a driver.

By creating an account, using the Charge N Go App, or starting a charging session at a Charge N Go–enabled charger, you agree to be bound by these Terms.

If you do not agree to these Terms, you must not use the Charge N Go App or our services.

1. Who we are and what we do

1.1 Charge N Go Australia Pty Ltd (ABN 35 656 295 171) (“Charge N Go”, “we”, “us”, “our”) operates a software platform and app that allows you (“you”, “End User”) to:

  • find and access compatible EV chargers;

  • start, stop and monitor charging sessions; and

  • pay for EV charging and related services.

1.2 We may provide these services:

  • as the operator of the charger, and/or

  • on behalf of the owner or operator of the site or charger (for example, a shopping centre, workplace, strata building or other host).

1.3 These Terms do not regulate your electricity network connection, your home electricity contract, or any agreements you may have directly with a charger owner, landlord or body corporate.

2. Acceptance of these Terms

2.1 You accept these Terms when you:

  • create an account in the Charge N Go App;

  • tick a box or tap a button indicating you agree to the Terms; or

  • start a charging session using the Charge N Go App.

2.2 If you continue to use the Charge N Go App after we update these Terms under clause 12, you will be taken to have accepted the updated Terms.

3. Eligibility and your account

3.1 You must be at least 18 years old and legally able to enter into a binding contract to use the Charge N Go App.

3.2 You are responsible for:

  • keeping your login details and any PIN or biometric access secure;

  • all activity that occurs under your account; and

  • making sure your account information (name, contact details and payment details) is accurate and up to date.

3.3 You must tell us as soon as possible if:

  • you suspect unauthorised use of your account; or

  • your phone or device with the App installed is lost or stolen.

4. Using the Charge N Go App and chargers

4.1 The Charge N Go App allows you to:

  • locate participating chargers;

  • see pricing information for a charging session (where available);

  • start and stop charging sessions; and

  • view your charging history and receipts.

4.2 When you start a session, you authorise us to:

  • communicate with the charger to deliver electricity to your vehicle; and

  • calculate and charge you the applicable fees (see clause 5).

4.3 You are responsible for:

  • checking that the charger is suitable for your vehicle;

  • using the charger safely and in accordance with any on-site instructions;

  • parking and behaving safely and lawfully at the site; and

  • complying with any parking time limits, building rules or site conditions.

4.4 We do not control access to the physical site (for example, car park boom gates or opening hours). Site access and any local rules are managed by the site owner or operator.

5. Pricing, payments and receipts

5.1 Pricing
Before or when you start a charging session, the App will show one or more of the following (as applicable to that charger):

  • price per kWh (kilowatt hour);

  • price per minute or session;

  • parking fees (if any are integrated into the session); and/or

  • any additional service or transaction fees.

5.2 How we charge you
By starting a charging session, you authorise us (or our payment provider) to:

  • place an authorisation hold or pre-authorisation on your payment method (e.g. card or wallet) where required; and

  • debit your payment method for the final amount once the session ends and the energy delivered and/or time used has been calculated.

5.3 Payment methods
You must have a valid payment method linked to your account. You authorise us and our third-party payment processors to store and use your payment details in accordance with our Privacy Policy and the payment provider’s terms.

5.4 Receipts
After a successful charging session, we will make a receipt available to you through the Charge N Go App and/or by email. This will generally include:

  • date and time;

  • location or charger identifier;

  • kWh delivered and/or time used (where available); and

  • total amount charged.

5.5 Failed or reversed payments
If a payment fails, is reversed or is disputed and later resolved in our favour, we may:

  • retry the payment;

  • suspend or limit your access to the App; and/or

  • set-off amounts against future payments, where permitted by law.

6. Cancellations, errors and refunds

6.1 You may cancel a session before charging begins (for example, if you change your mind) at no cost, unless the App or site clearly states a minimum or call-out fee.

6.2 If a session fails to start, or ends prematurely due to a technical problem with the charger, App or platform, please contact us using the support details in the App or on our website. We will investigate and, where appropriate:

  • reverse or adjust the charge; or

  • refund any amount you have paid for electricity or time that was not actually delivered, in accordance with Australian Consumer Law.

6.3 If you believe you have been incorrectly charged (for example, incorrect price or kWh reading), you must notify us as soon as possible and provide details of the session (date, time, location and vehicle). We may ask you for further information to help us investigate.

6.4 Nothing in these Terms limits your rights under the Australian Consumer Law. If our services are not supplied with due care and skill, or are not fit for the purpose we told you about, you may be entitled to a repair, re-supply or refund.

7. Your responsibilities and behaviour

7.1 You must not:

  • use the App or a charger in a way that is unsafe, illegal or likely to cause damage;

  • tamper with, misuse or damage any charger or related equipment;

  • interfere with another user’s charging session;

  • attempt to access or reverse engineer any part of the Charge N Go Platform or App software; or

  • use the App for any fraudulent or unlawful purpose.

7.2 You must comply with all safety instructions on-site, including any signage displayed by the site owner or operator, and any reasonable directions given by their staff.

7.3 You are responsible for your own vehicle, and for making sure it is safe and suitable to be charged at the relevant charger.

8. Availability, maintenance and changes

8.1 We aim to keep the Charge N Go App and Platform available as much as reasonably possible, but we do not guarantee that:

  • every charger shown in the App will be available, operational or not occupied; or

  • the App or Platform will be free from interruptions, errors or delays.

8.2 We may take the App, Platform or specific chargers offline for planned maintenance, upgrades, emergencies or safety reasons.

8.3 We may update or change the App from time to time (for example, to improve functionality, fix bugs or update security). Some updates may be mandatory to continue using the App.

9. Liability and Australian Consumer Law

9.1 To the maximum extent permitted by law, and except as set out in this clause:

  • we are not responsible for any indirect or consequential loss you suffer (such as lost time, lost income, missed appointments or inconvenience); and

  • our total liability to you for any loss or damage connected with the App or our services is limited to the amount you paid us for the charging session most closely related to the issue.

9.2 Nothing in these Terms excludes or limits any consumer guarantees or other rights you may have under the Competition and Consumer Act 2010 (Cth) (including the Australian Consumer Law) or any other law that cannot be excluded.

9.3 Where our services fall short of those guarantees, and where it is fair and permitted by law, our liability is limited (at our option) to:

  • re-supplying the services to you; or

  • paying the cost of having the services supplied again.

9.4 We are not responsible for:

  • any damage to your vehicle or property caused by misuse of a charger, failure to follow site instructions, or issues with your vehicle;

  • site conditions or access (for example, car park rules, opening hours, or security incidents) which are controlled by the site owner or operator; or

  • events outside our reasonable control, such as power outages, network failures or severe weather.

10. Privacy and your data

10.1 We collect, use and disclose your personal information in accordance with our Privacy Policy, which is available on our website at:
https://chargengo.au (see the page titled “Privacy” or similar).

10.2 By using the App, you consent to us handling your personal information in line with that Privacy Policy, including:

  • your account details and contact information;

  • charging session data (such as location, time and kWh delivered); and

  • payment information (processed by our trusted third-party payment providers).

10.3 We may use de-identified and aggregated charging data for analytics, reporting, service improvement and to share insights with site owners and partners.

11. Suspension and termination

11.1 We may suspend or terminate your access to the Charge N Go App (or any part of it) if:

  • you seriously or repeatedly breach these Terms;

  • we reasonably suspect fraud, misuse or unlawful activity;

  • your payment methods repeatedly fail or remain unpaid; or

  • we need to do so to comply with law, protect the security of the Platform, or protect other users.

11.2 Where it is reasonable to do so, we will give you notice and an opportunity to resolve the issue before suspending or terminating your access.

11.3 You may stop using the App at any time. You can request closure of your account by contacting us via the App or through our website.

11.4 Termination does not affect any rights or obligations that have already accrued, including obligations to pay for completed charging sessions.

12. Changes to these Terms

12.1 We may update these Terms from time to time, for example to reflect:

  • changes in law or regulation;

  • improvements to the App or Platform; or

  • changes to our services or business.

12.2 If we make a material change that is likely to have a significant effect on you, we will provide notice through the App, our website, or by email (where we have your email address).

12.3 If you do not agree with the updated Terms, you should stop using the App. If you continue to use the App after the updated Terms take effect, you will be taken to have accepted them.

13. Complaints and contact details

13.1 If you have a question, concern or complaint about:

  • a charging session;

  • an amount charged; or

  • the App or our services,

please contact us using the support details in the App or through our website at https://chargengo.au or customer service number 1800 7277463.

13.2 We will aim to acknowledge your complaint and work with you in good faith to resolve it as quickly as reasonably possible.

13.3 These Terms do not limit your right to seek help from a consumer protection agency or tribunal where applicable.

14. Governing law

14.1 These Terms are governed by the laws of New South Wales, Australia (or insert Queensland if you prefer to align with your company registration), and you submit to the non-exclusive jurisdiction of the courts of that State and the Commonwealth of Australia.