Last Updated: May 2026
This policy explains your rights when purchasing a Product from an Emerga Charge vending machine, and how to raise a fault or refund request with us.
Your statutory rights as a consumer under applicable law are not affected by this policy. For UK customers, your rights are protected under the Consumer Rights Act 2015. For customers in Spain, your rights are protected under Royal Decreto Legislativo 1/2007 and subsequent consumer protection legislation.
For any queries, contact us at:
UK: help@emergacharge.com
Spain: ayuda@emergacharge.com
1. No Returns for Change of Mind
Because our Products are dispensed immediately at the point of purchase from a vending machine, we are unable to accept returns where you have simply changed your mind or no longer want the product.
The nature of a vending machine transaction means the product is delivered to you fully and immediately at the moment of purchase. The standard 14-day cancellation right under the Consumer Contracts Regulations 2013 (UK) or equivalent EU legislation does not apply to this type of transaction.
This does not affect your rights in relation to faulty or misdescribed products, which are set out below.
2. Product Not Dispensed (Machine Fault)
If you have been charged but no product was dispensed by the machine, we will always aim to make this right.
Automatic Refund
In most cases, our Vending Machines are designed to detect a failed dispense automatically. Where this occurs, a refund will be issued to your payment method via Nayax, our payment processing provider, without you needing to take any action. This refund may take 3–5 working days to appear depending on your bank.
If You Have Not Received an Automatic Refund
If you believe you have been charged but no product was dispensed and you have not received an automatic refund, please contact us as soon as possible and no later than 48 hours after the transaction:
UK: help@emergacharge.com
Spain: ayuda@emergacharge.com
Please include the following information when contacting us:
The date, time, and location (venue name) of the transaction
The amount charged
A description of what happened
Your payment method (e.g. Visa contactless, Apple Pay) — do not send card numbers
We will ask you to complete a short complaint form to allow us to investigate the transaction against our machine logs. Once our investigation is complete and the claim is verified, we will issue a full refund to your original payment method via Nayax. Refunds typically appear within 3–5 working days.
To ensure we can fully investigate your claim, please contact us within 48 hours of the transaction. Claims submitted after this window may be more difficult to verify, but we will always review them on a case-by-case basis.
3. Faulty Products
If the Product you received is faulty — for example, the battery does not hold charge, the cable connector is damaged, or the product does not function as described — you have the right to a remedy under applicable consumer protection law.
Within 30 Days of Purchase
If you report a fault within 30 days of purchase, you are entitled to a full refund under the Consumer Rights Act 2015 (UK) or equivalent Spanish consumer law. We will honour this right where it applies.
We will always offer a replacement in the first instance as the fastest and most convenient resolution. If you would prefer a refund, or if we are unable to provide a replacement, we will issue a full refund to your original payment method.
After 30 Days
After the initial 30-day period, we are entitled to attempt a repair or replacement before a refund is considered. In practice, given the nature of the product, we will typically offer a replacement where a genuine fault is confirmed.
How to Report a Faulty Product
Please contact us at:
UK: help@emergacharge.com
Spain: ayuda@emergacharge.com
Please include:
The date, time, and location (venue name) of your purchase
A description of the fault
A photo or short video of the issue if possible
We will review your claim and respond within 2 working days. Working days are Monday to Friday, excluding UK and Spanish bank holidays and public holidays. Where a replacement is agreed, we will arrange this by post where applicable. Where a refund is agreed, it will be issued via Nayax within 3–5 working days of confirmation.
4. Misdescribed Products
If the Product you received was not as described on the Vending Machine screen at the time of purchase — for example, you selected a Type-C charger but received an 8-Pin charger — please contact us using the details above. We will investigate and offer a replacement or refund as appropriate.
5. Refund Processing
All refunds are issued to the original payment method used at the Vending Machine via our payment processor, Nayax. We are unable to issue refunds to a different card or payment method, or in cash.
Refunds typically appear within 3–5 working days of being issued, though this can vary depending on your bank or card provider.
6. Venue Staff
Venue staff are not able to process refunds, replacements, or complaints on our behalf. Please contact Emerga Charge directly using the contact details in this policy. Do not leave your contact details with venue staff in expectation of a follow-up from us.
7. Contact Us
UK enquiries: Email: help@emergacharge.com
Spain enquiries: Email: ayuda@emergacharge.com
Emerga Charge Ltd C/O Findlay Todd Accountants, The Clervaux Exchange, Clervaux Terrace, Jarrow, Tyne and Wear, NE32 5UP, United Kingdom Company No. 14938588
Emerga Charge Ibiza SL Calle de Manuel Tovar, 42, 2a planta, 28034, Madrid, Spain