Refund Policy

Energy Panda provides access to subscription-based electricity management services. Because customers receive immediate access to the Services upon activation, subscription fees are generally earned as they are billed.

Except as otherwise provided in this Policy or required by Applicable Law: Subscription fees are generally non-refundable. This includes:

• Partial billing periods
• Unused subscription time
• Customer inactivity
• Customer relocation
• Failure to use available subscription features

Cancellation of a Subscription:

• Stops future recurring billing after the current paid billing period
• Does not automatically generate a refund for amounts already paid
• Does not cancel your electricity agreement with your Retail Electric Provider

If Energy Panda determines that you were charged more than once for the same billing period due to a verified processing or system error, we will issue:

• A full refund; or
• An account credit,

at Energy Panda's election, unless Applicable Law requires otherwise.

If you believe an unauthorized subscription charge has occurred, please contact Energy Panda promptly. We will investigate the matter in good faith.

If we determine that an unauthorized charge occurred, we will take appropriate corrective action, which may include:

• A refund
• An account credit
• Reversal of the transaction

Nothing in this Policy limits your legal rights regarding unauthorized payment transactions.

If Energy Panda determines that a billing error occurred, we may:

• Correct the billing record
• Issue a refund
• Provide an account credit
• Reverse duplicate charges

Temporary interruptions resulting from:

• Maintenance
• Software updates
• Internet outages
• Utility interruptions
• Third-party provider failures
• Force majeure events

do not automatically entitle customers to refunds. Energy Panda may, in its sole discretion, provide service credits where appropriate.

Promotional pricing may be subject to separate refund terms disclosed during the promotion. Those promotional terms govern to the extent they differ from this Policy.

Unless required by Applicable Law, the following are generally non-refundable:

• Monthly subscription fees already billed
• Partial months of service
• Administrative fees, if any
• Taxes previously remitted to governmental authorities (except where legally recoverable)
• Services already provided

Customers requesting a refund should contact Energy Panda Customer Support promptly. To help us investigate, please provide:

• Your name
• Account email address
• Date of the transaction
• Amount charged
• Description of the issue
• Any supporting documentation

Energy Panda will conduct a reasonable investigation of refund requests. We may request additional information where reasonably necessary to verify the request.

Approved refunds will generally be issued to the original payment method used for the transaction whenever practicable. If the original payment method is unavailable, Energy Panda may determine an alternative refund method consistent with Applicable Law.

Approved refunds are generally submitted promptly after approval. The time required for funds to appear in your account depends on:

• Your financial institution
• Payment processor
• Card issuer
• Banking system

Energy Panda is not responsible for delays caused by financial institutions or payment processors.

If you believe a billing error occurred, we encourage you to contact Energy Panda before initiating a chargeback through your financial institution.

Many billing concerns can be resolved more quickly through Customer Support.

Energy Panda reserves the right to challenge chargebacks that we reasonably believe are inconsistent with this Policy or the customer agreements. Nothing in this section limits any rights you may have under Applicable Law to dispute unauthorized transactions.

Energy Panda may modify this Refund Policy from time to time. Material changes will be communicated in accordance with Applicable Law and the Energy Panda Terms of Service.

Questions regarding refunds may be directed to Energy Panda Customer Support using the contact information published on our website.