1.1 All mobile charging services must be paid for in full prior to deployment of a charging unit or engineer to your location. No charging unit will be dispatched until payment has been received and confirmed.

1.2 Payment is taken via secure payment link at the time of booking. By making payment, you confirm that the details you have provided (including vehicle location, vehicle type, and access instructions) are accurate to the best of your knowledge.

1.3 Prices are as quoted at the time of booking and include the callout fee referenced in Clause 3 and up 10 kWh of charge. Additional kWh may be purchased whilst charging, subject to availability.

2.1 Once payment is confirmed, Voltz will dispatch a mobile charging unit to the location provided by you within the estimated timeframe communicated at booking. Timeframes are estimates only and may vary due to traffic, weather, or operational demand.

2.2 You must ensure the location provided is legally accessible and free from restrictions (e.g. parking permissions, private land access, gate codes) that would prevent our operative reaching your vehicle.

2.3 Our operatives are trained to carry out their own dynamic risk assessment on arrival. If a location is judged unsafe to work in, the operative may decline to proceed with charging. In this situation, the callout fee in Clause 3 still applies, and Clause 3.3 (recovery assistance) will apply where relevant.

3.1 A callout fee is payable for every deployment of a mobile charging unit, regardless of the outcome of the visit.

3.2 If, upon arrival, our operative determines that your vehicle is unable to accept a charge for any reason, including but not limited to a fault with the vehicle's charging system, battery, or onboard electronics, damage to the vehicle, or any other condition preventing safe or successful charging, the callout fee remains payable in full and is non-refundable. This reflects the cost of dispatching the unit, operative time, and travel already incurred.

3.3 Where your vehicle cannot accept a charge, our operative will use reasonable endeavours to help you source a recovery vehicle to transport your EV to a destination of your choosing. This assistance is provided as a courtesy and does not form part of the paid charging service.

3.4 For the avoidance of doubt:
(a) Voltz is not responsible for the cost, availability, timing, or conduct of any third-party recovery provider;
(b) any arrangement for recovery is between you and the recovery provider, and Voltz accepts no liability for that arrangement or its outcome;
(c) Voltz will not diagnose, repair, or accept liability for the underlying fault preventing your vehicle from charging.

4.1 Once a mobile charging unit has been dispatched, the callout fee is non-refundable, including in circumstances covered by Clause 3.2.

4.2  Because Voltz dispatches on a live, queued basis, meaning your booking may immediately take priority over other jobs, and other bookings may be declined or delayed as a result, payment is non-refundable from the point of booking confirmation, regardless of whether a charging unit has yet been physically dispatched to your location.

4.3 If a Voltz operative arrives at the location provided by the customer and the customer is not present or is not contactable, then payment shall be non refundable.

4.4 By confirming payment, you acknowledge that Voltz begins performance of the service (via dispatch queuing) immediately, and you agree to waive your right to cancel under the Consumer Contracts Regulations 2013.

5.1 Voltz's liability in connection with the mobile charging service is limited to the value of the fee paid for that service, except where liability cannot be excluded or limited by law (e.g. death or personal injury caused by negligence, or fraud).

5.2 Voltz is not liable for any pre-existing fault, damage, or condition affecting your vehicle, including any fault that prevents the vehicle from accepting a charge.

6.1 This agreement is governed by the laws of England & Wales