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ION Website & App Terms of Use
Last updated on 17th June 2025
Contractual Relationship
The Platform is operated by Ion Commercial Investments LLC, a company registered in the UAE with its place of business at Al Majaz, Buhaira Corniche Street, Office No. 305, Sharjah, United Arab Emirates (ION, we, us or our).
These Terms are applicable to anyone who accesses the Platform (Users or you).
Services offered by ION to Users (Services) may be accessed through the Website or the App.
Please read these Terms carefully. Together with our Privacy Policy, these Terms govern our relationship with you and constitute a legally binding agreement between you and us whenever you access the Platform.
ION may in its sole discretion without notice to you terminate the agreement between you and ION, stop all or any part of the Services or deny you access to the Platform or any associated account, without incurring any liability towards you or anyone else.
Conditions of Use
By agreeing to these Terms, you:
- warrant and represent to ION that you are at least 18 years old; and
- agree that you must not (and must not allow any third party to) directly or indirectly:
- use the Platform for any illegal, harmful, fraudulent or unauthorised purpose, or in violation of any applicable laws;
- rent, copy, resell or otherwise provide access to the Services to a third party, or reproduce, duplicate, copy, modify or create a derivative work, sell or exploit, all or part of the Platform;
- reverse engineer, disassemble, decompile, translate, or otherwise seek to obtain or derive the source code, underlying ideas, algorithms, file formats, or non-public APIs to the Services, except to the extent expressly permitted by applicable law and then only with advance notice in writing to ION; or
- break or circumvent any security measures of the Platform or Services, or configure the Services to avoid incurring fees or in any way disrupt the integrity, performance or security of the Platform or Services.
We, along with our affiliate companies, exclusively own and control all intellectual property rights in the Platform, including, without limitation, text, design, graphics, logos, images, downloads, code and software.
Use of Our Services
Opening of Account
To use the Services, you must download the App on your smart device, follow the instructions and provide all required information in order to create your account (Account), including your full name, email address, phone number and preferred payment method. You may also wish to further personalise your Account by adding your vehicle type and plate number.
In choosing to create an Account, you are authorising ION to collect your personal information (as above) and your precise geolocation in accordance with its Privacy Policy.
In creating an Account, you will have the option to receive push notifications and to opt in to, or opt out of, receiving marketing text or whatsapp messages and emails (collectively, messages). You agree to allow ION to send you informational messages for the purpose of delivering the Services and improving your customer experience – for example, if we need to contact you to send you a onetime password to allow you to access your Account or liaise with you in respect of outstanding payments due. You can opt out of receiving informational messages by using the unsubscribe functionality available in any email you receive from us or by replying “STOP” after any text message received, but be advised this will impact Services from ION to you.
You are responsible for all activity that occurs under your Account, and you agree to maintain the security and secrecy of your Account at all times.
Geolocation
You agree to allow ION to collect your precise geolocation. We collect this geolocation for the purpose of providing you with the Services and improving your user experience – such as to inform you where you can find the closest EV charger. You may disable your geolocation but be advised this will impact our provision of the Services to you.
Accessing Services
To access the Services, you are required to log in to your Account on the App using the one-time password we will send to you. Once logged in, you must select the specific charger you wish to use or scan the QR code on the charger you intend to use and provide any additional information requested via the App, which may include but is not limited to, personal information, vehicle identification, payment method confirmation, or desired charging preferences. The Services will not be accessible without completing these steps through the App interface. You are solely responsible for ensuring that the information you provide to us is accurate and up to date.
You may not authorise third parties to use your Account. You may not assign or otherwise transfer your Account to any other person or entity.
Locations
We provide the Services across various locations (Locations). Some Services or functionality, including, technical support hours and charging times will vary by geography and certain services or service options may not be available in your preferred Location.
Any and all available Services in your Location shall be indicated on the App.
Network Access & Devices
ION does not guarantee that the Services, or any portion thereof, will function on any particular hardware or device. Services may be subject to malfunctions and delays inherent in the use of the internet and electronic communications.
ION reserves the right not to provide the Services in case of technical difficulties or outages. You will only be charged for Services that you use. ION reserves the right to cancel an order for Services at any time at our sole discretion and shall notify you of the cancellation via a push notification on the App.
ION also reserves the right to suspend or terminate your Account at our reasonable discretion, including (but not limited to) where you breach these Terms, engage in unlawful or harmful conduct, provide false information, or where continued access could, in ION’s reasonable opinion, pose a legal, security, or operational risk.
License
Subject to your compliance with these Terms, ION grants to you a limited, non-exclusive, non-sublicensable, revocable, non-transferrable license to access and use the Services and the Platform on your mobile device or computer solely in connection with your use of the Services. Any rights not expressly granted herein are hereby reserved by ION and ION’s licensors. ION may in its sole discretion terminate such license at any time without notice to you, without any liability to you or anyone else.
Third Party Services & Content
The Platform may contain advertisements or links to third parties’ websites. The Services may be made available or accessed in connection with third party services providers and content (including advertising). ION neither controls or assumes any responsibility for third party services or content.
Referrals, Promotion Codes and Reward Program
ION may, at its sole discretion, create referral and/or promotional codes (Promo Codes) that may be redeemed for Account credit, discounts or other features or benefits related to the Services.
You agree that Promo Codes:
- must be used for the intended purpose, and in a lawful manner;
- may not be duplicated, sold, or transferred, or made available to the general public (whether posted to a public form or otherwise), unless expressly permitted by ION;
- may expire prior to your use or may be disabled by ION at any time for any reason without liability to ION;
- may only be used pursuant to these Terms and any other terms that ION establishes for such Promo Code; and
- are not valid for cash.
Your Obligations
In using the Platform and the Services, you will:
- cooperate with ION by providing such information and materials as ION may require in order to supply the Services, and ensure that such information is complete and accurate in all material respects;
- comply with the specific parking restrictions, rules and instructions at the Charging Stations, including written instructions shown at the Charging Stations;
- ensure that your vehicle is insured at all times;
- abide by all applicable laws in the United Arab Emirates in using the Services;
- ensure that the vehicle to be charged by ION’s Charging Stations is parked and the engine switched off;
- ensure that you do not smoke in or near your vehicle while using ION’s Charging Stations or any charging infrastructure;
- inspect your vehicle within 24 hours from the provision of the Services and ensure that any complaint arising from the use of the Services is raised during this timeframe; and
- be responsible for the cost of repairing any damage to ION’s Charging Stations or ION’s property resulting from your use of the Platform under your Account. In the event that a Charging Station requires repair in ION’s reasonable discretion, ION reserves the right to facilitate payment for the reasonable cost of such repair using the payment method designated in your Account.
Payment
You are responsible for payment of all fees associated with your use of the Services, including VAT and any other applicable taxes (Fees).
The Fees for each session shall be clearly indicated in the App prior to the commencement of charging.
Fees will vary based on location, charger type, time of use, energy consumed and as a result of changes to laws and regulations from time to time.
ION may offer promotional or discounted rates or implement dynamic pricing as permitted by law.
By proceeding with a charging session, you agree to pay the rate displayed in the App in full.
ION reserves the right to change Fees for our Services at any time without prior notice. The current price for Services will always be shown on the App.
You understand that the use of the Services may result in charges in addition to the Fees (Charges). Charges will be exclusive of applicable taxes. Charges paid by you are final and non-refundable, unless otherwise determined by ION at our sole discretion. All Charges are due for payment at the same time (and in the same way) as the payment of the Fees.
You may pay Fees and Charges (as applicable) via the following payment methods:
- your wallet in your Account;
- Apple Pay;
- Google Pay;
- your debit/credit card; or
- a valid voucher issued by ION (provided that such voucher: (i) is active and not expired at the time of use; (ii) is presented or applied in accordance with the instructions provided; (iii) has not been tampered with, duplicated, transferred, or used in breach of its terms; and (iv) is used subject to any additional terms and conditions stated on or issued with the voucher.) ION reserves the right to reject any voucher that does not meet these conditions or where fraudulent use is suspected.
Where you opt to make payment of any Fees and/or Charges due using Apple Pay, Google Pay or your credit / debit card, you authorise ION to place a hold amount on your card (Hold Amount) equivalent to an estimation of the Services ordered. Upon completion of the delivery of the Services, ION will charge the Fees and/or the Charges from the Hold Amount and release to your card any excess amount. The final Fees and/or Charges will be reflected on your receipt as issued by ION and sent to you by email. You agree that this electronic receipt is sufficient for all purposes, including any specific requirements under applicable laws.
If the Fees and/or Charges (as applicable) exceed the Hold Amount, ION will charge you the excess amount via the same payment method used for the Hold Amount. The release of the excess amount is usually processed immediately but may take few days to be reflected in your account as per your card issuer terms and conditions. In case of an insufficient balance on your card, we shall reach to you to arrange ways to collect the pending amount due.
If you experience fraud transactions or incorrect charges on your Account or payment method when you make an order on the App, please contact us directly at support@ion.ae and notify your bank. You can also call our customer service for assistance.
Payment of the Fees and the Charges will be facilitated by ION (through a third-party payment provider) using the preferred payment method designated in your Account. If your primary Account payment method is determined to be expired, invalid, or otherwise not able to be charged, you agree that ION may automatically use the secondary payment method on your Account, if available. It may be that specific pricing terms will apply to your Account, depending on promotions, the type of device, type of subscription (if any) and the term you select at the time of purchase.
ION may suspend your access to the Services or your Account, with immediate effect, if you fail to pay any Fees or Charges due. Suspension will not relieve you of your obligation to pay the amounts due to ION in full.
If, due to a system error, technical malfunction, or administrative mistake, you receive any undue benefit including, without limitation, unauthorised credits, funds, rewards, Promo Codes or other advantages (Error), ION reserves the right to (a) correct the Error by reversing, deducting, or adjusting your Account, wallet, or benefits without prior notice to you; and (b) take remedial action, including suspending or restricting your access to the Platform, your Account or the Services until the matter is resolved. You agree that you are not entitled to retain any such erroneously conferred benefits and you waive any claim for compensation, damages, or losses arising from ION’s correction of the Error. ION will not be liable for any consequences resulting from such corrections.
Idling Fees
To promote fair and efficient use of ION’s Charging Stations, a fee will apply if your vehicle remains connected to a Charging Station after it has reached full charge (Idling Fee). Once full charge is achieved, the Idling Fee will be calculated based on each additional minute or part thereof that your vehicle remains connected to Ion’s Charging Station. The applicable Idling Fee is charged on a per-minute basis at the rate specified in the App and may vary depending on the specific Charging Station you use.
By using the Services, you agree to the Idling Fee and authorise payment of any such charges in accordance with your selected payment method.
Refund Policy
ION strives to provide a reliable and transparent charging experience for you. Accordingly, you may be eligible for a refund of Fees and/or Charges (as applicable) in the following circumstances:
- If a charging session could not be completed due to a verified technical fault or connectivity failure between the charger and the App, and you were billed in error.
- If you were charged an amount inconsistent with the displayed or applicable rates at the time of the session.
- If a charging session was initiated but energy was not delivered due to a system or equipment malfunction, but an amount was deducted from your account nonetheless.
- At our discretion, refunds may be considered in other situations where the user has clearly not received the Services as intended.
To request a refund, you must submit a claim via the App, contact ION’s call centre or email customer support at support@ion.ae within 7 days of the affected session. Please ensure that in making contact with us, you include the invoice details, the session time and location and any supporting information requested by ION. Approved refunds will be processed using the original payment method.
ION reserves the right to decline refund requests where the issue was caused by user error, misuse of the Service, or circumstances beyond our reasonable control.
Disclaimers and Limitation of Liability
Please read this section carefully as it limits our obligations and liability towards you.
ION will not be liable for damages or losses (including, without limitation, any vehicle damage) arising from your use of, incorrect use of, inability to use or access or your reliance on the Platform or the Services or otherwise arising under these Terms.
You use the Services at your own risk. The Services and the Platform are provided on an “as is” and “as available” basis. All warranties, conditions and other terms implied by statute or law are, to the fullest extent permitted by law, excluded from the agreement between us as set out in these Terms. ION disclaims all representations and warranties, express, implied, or statutory, not expressly set out in these Terms, including the implied warranties of merchantability, fitness for a particular purpose and non-infringement. In addition, ION makes no representation, warranty, or guarantee regarding the reliability, timeliness, quality, suitability, or availability of the Services or any services requested through the use of the Services, or that the Services will be uninterrupted or error-free. You are responsible for ensuring the suitability of the Services for your use.
In any case, ION shall not be liable for indirect, incidental, special, exemplary, punitive, or consequential damages, including lost profits, lost data, personal injury, or property damage related to, in connection with, or otherwise resulting from any use of the Services or the Platform.
ION shall not be liable for any delay or failure in performance of the Platform or Services, or any injuries resulting from causes beyond ION’s reasonable control.
ION assumes no liability or responsibility for (a) a delay or failure in performance of the Platform or Services or (b) any bugs, viruses, or the like that may be transmitted to or through the Platform or Services beyond Ion’s reasonable control.
You will be liable for any death, injury or damage suffered that is attributable to any defect in your vehicle, your misuse of the Charging Stations or your breach of these Terms.
The limitations and disclaimer in this section do not purport to limit liability or alter your rights as a consumer that cannot be excluded under applicable law.
Indemnification
You are responsible for your use of the Platform and the Services, and you will indemnify and hold ION and its officers, directors, employees, consultants, affiliates, subsidiaries, and agents from and against any and all claims, demands, losses, liabilities, and expenses (including attorneys’ fees), arising out of or in any way connected with your access to, use of, or alleged use of, the Platform or Services or your breach or violation of any of these Terms.
Data Privacy and Security
You hereby consent to the collection and/or processing of your personal data by ION. ION is committed to protecting the personal data that ION receives from you, or otherwise processes, in the course of or in connection with the Services according to ION’s Privacy Policy.
Governing Law and Dispute Resolution
These Terms are governed by and construed in accordance with the laws of Dubai, the United Arab Emirates.
You and ION agree that we will attempt in good faith to resolve any dispute or claim arising out of or in relation to these Terms through negotiations between a representative of each of the parties with authority to settle the relevant dispute. If the dispute cannot be settled in an amicably within fourteen (14) days from the date on which either party has served written notice on the other of the dispute, then the parties agree to resolve such dispute by final and binding arbitration.
The language of arbitration including that of any awards, orders and decisions shall be English. The seat of the arbitration will be London, United Kingdom, the geographic place of the arbitration, including the location of all hearings, shall be Dubai in the United Arab Emirates, and the arbitration will be administered pursuant to the Dubai International Arbitration Centre (DIAC) Rules 2022. In the event of any dispute the number of arbitrators shall be determined by party agreement within a reasonable period of time following notification of any request for arbitration and having due regard for the urgency, complexity and value of the claims in dispute, failing which the number of arbitrators shall be determined by the DIAC considering the same criteria. The parties agree that the tribunal in allocating costs of the arbitration, including but not limited to legal fees and expenses, shall have due regard to the outcome of any interim or final award and the conduct of the parties and their counsel during the proceedings.
Changes or Amendments
The current version of these Terms are available for your review at any time on the Platform.
We reserve the right, at our sole discretion and at any time without notice to you, to update, change or replace any part of these Terms. It is your responsibility to check our Website and the App periodically for changes. Your continued use of or access to the Platform constitutes acceptance of the Terms available on the Platform at that time.
Severability
If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be deemed modified to the extent necessary to make it valid, legal, and enforceable while preserving its intent to the maximum extent possible. If such modification is not possible, such provision shall be severed, and the remaining provisions of these Terms shall remain in full force and effect.
General Provisions
Waiver
ION’s failure to enforce any right or provision under these Terms shall not constitute a waiver of such right or provision unless acknowledged and agreed to by ION in writing.
Entire Agreement
These Terms contain the entire agreement between you and ION regarding the use of the Platform and the Services.
Notices/Contact Us
If you have any questions about these Terms, you may contact us at support@ion.ae.
If you are not satisfied with any aspect of the Services or the Platform, you can submit a complaint to our support team either through our help line phone number (800 ION (466)) or write an email to support@ion.ae. All requests and/or claims/complaints should be sent within 24 hours following the provision of the Services. The complaint will be managed at ION’s sole discretion.
ION may give you notice via the contact details in your Account. Such notice shall be deemed to have been given upon the expiration of 12 hours after sending.
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