plugnest
…
Trust & safety centre

Clear rules. Fair for hosts and drivers.

Flexible

Most booked
Free until 2 hrs

Full refund up to 2 hrs before start, 50% after.

Moderate

Balanced
Free until 12 hrs

Full refund up to 12 hrs before, 50% from 12–2 hrs, none after.

Strict

Peak hours
Free until 24 hrs

Full refund up to 24 hrs before, 50% from 24–6 hrs, none after.

No-show & late rules

  • Driver late: 20-minute grace period, then host may mark a no-show — no refund, −5 reliability.
  • Host no-show: charger unavailable / gate closed → 100% refund + Rs 200 credit; host gets −10 reliability and a strike.
  • Host cancels: full refund to driver; host fee Rs 250 if within 24 hrs; counted publicly in cancellation rate.
  • 3 strikes in 90 days: listing paused and sent to admin review.
  • Disputes: open within 24 hrs with photos, kWh readings & chat; escrow stays frozen until resolved.

Reliability score (0–100)

Shown on every host & driver; used to rank search and unlock Instant Book.

completion30%
cancellation25%
rating20%
response15%
verification10%
≥ 90 Superhost eligible> 8% cancel → flagged & ranked lower

Safety rules

  • Only certified chargers / industrial sockets; no 3-pin extension leads.
  • Dedicated wiring, earthing and MCB + RCD breaker required; respect the listed load limit.
  • Pay & chat only inside Plugnest; never share OTPs.
  • Exact address shared only after payment; hosts see driver name and car plate.
  • Emergency: SOS button or Rescue 1122 / Police 15.

حفاظتی اصول اور شرائط

  • صرف تصدیق شدہ چارجر یا انڈسٹریل ساکٹ استعمال کریں۔
  • علیحدہ وائرنگ، ارتھنگ اور بریکر لازمی ہے، لوڈ کی حد کا خیال رکھیں۔
  • ادائیگی اور بات چیت صرف ایپ کے اندر کریں، OTP کسی کو نہ دیں۔
  • درست پتہ صرف ادائیگی کے بعد دکھایا جاتا ہے۔
  • رقم ایسکرو میں رہتی ہے اور سیشن مکمل ہونے کے بعد میزبان کو ملتی ہے۔
  • ہنگامی صورت میں SOS بٹن دبائیں یا 1122 / 15 پر کال کریں۔

Commercial stations (petrol pumps, malls, hotels, charging companies)

  • Business hosts register with their NTN / SECP number, business address and documents. Plugnest reviews them before the “Verified Business” badge and any station goes live.
  • Each charger has its own calendar; a booking reserves one specific charger. Peak/off-peak and optional per-kWh prices are set per station. Per-kWh sessions prepay an estimate and unused energy is refunded after the meter reading.
  • Same rules as home hosts: the cancellation policies, no-show rules, strikes and reliability ranking above apply in full. Staff actions count against the station.
  • Business hosts issue GST / sales-tax invoices through Plugnest from their registered details and remain responsible for their own tax filings.
Regulatory note for business hosts
  • EV charging stations in Pakistan are billed by your DISCO under NEPRA’s EV-charging tariff (A-2(d)). Your selling price is market-based, but your electricity supply must be on the correct tariff/connection.
  • NEECA’s EV charging infrastructure regulations require stations to be registered with NEECA. Petrol pumps must also follow OGRA/Explosives Department safety rules; all sites need fire safety and local approvals.
  • You are responsible for sales tax registration and invoices. Plugnest generates GST invoices from your details but does not file taxes for you.

This is general information, not legal or tax advice. Check current rules with NEPRA, NEECA, your DISCO and a tax adviser.

کمرشل اسٹیشنز: کاروباری میزبان NTN/SECP نمبر، پتہ اور دستاویزات کے ساتھ رجسٹر ہوتے ہیں اور تصدیق کے بعد ہی “تصدیق شدہ کاروبار” کا بیج ملتا ہے۔ منسوخی، نو شو اور ریٹنگ کے وہی اصول لاگو ہوتے ہیں۔ یہ قانونی مشورہ نہیں۔

Privacy · رازداری

CNIC images and selfies are encrypted, stored in a private bucket, accessible only to verification staff, and deleted 90 days after account closure. Exact addresses and phone numbers are revealed only to drivers with a paid booking. All admin actions are recorded in an append-only audit log. We process data in line with Pakistan’s PECA 2016 and applicable data-protection rules.