These Terms of Service (“Terms”) govern your access to and use of the HiveCharge website, mobile application, charging stations, charging services, partner portal, fleet dashboard, and related products, services, software, content, and support services operated or made available by HIVE CHARGE FOR ELECTRIC VEHICLES CHARGING STATIONS MANAGEMENT & OPERATION L.L.C S.O.C (“Hive Charge,” “we,” “us,” or “our”), a company incorporated in Dubai, United Arab Emirates. Our registered office is located at #1908, DAMAC Business Tower, Marasi Drive Street, Business Bay, Dubai, UAE.
By creating an account, using the HiveCharge app, starting a charging session, accessing a HiveCharge charging station, using the partner portal, or otherwise using our services, you agree to these Terms. If you do not agree, you must not use the Services.
These Terms should be read together with our Privacy Policy, any Site Rules, any Fleet Account Terms, any Site Partner Agreement, any charging station instructions, and any pricing, tariff, or payment terms shown in the app or at the charging station.
1. Definitions
In these Terms:
“App” means the HiveCharge mobile application, website, web app, partner portal, fleet dashboard, or any other digital interface provided by HiveCharge.
“Charging Station” means any electric vehicle charging equipment, charging connector, cable, charging gun, display screen, QR code, RFID reader, payment interface, signage, parking bay, or related infrastructure made available through the HiveCharge network.
“Charging Session” means a charging transaction started through the App, QR code, RFID card, plug-and-charge function, payment interface, fleet account, or other method enabled by HiveCharge.
“Customer”, “User”, “you”, or “your” means any person or entity using the Services, including EV drivers, fleet operators, account holders, guests, and authorised representatives.
“Fleet Account” means an account created for a business, commercial fleet operator, chauffeur operator, logistics operator, ride-hailing operator, delivery fleet, or other organisation using the Services.
“Partner” or “Site Partner” means an owner, manager, tenant, operator, or authorised representative of a site where HiveCharge Charging Stations are installed or made available.
“Services” means the HiveCharge EV charging network, App, Charging Stations, payment services, reservation services, support services, reporting tools, fleet tools, partner portal, software, and related services.
2. About HiveCharge
HiveCharge provides access to electric vehicle charging infrastructure and related software services. Depending on availability, the Services may allow users to:
a. find nearby Charging Stations;
b. view charger availability, connector type, charging speed, pricing, and site information;
c. reserve or queue for selected Charging Stations;
d. start, monitor, and stop Charging Sessions;
e. make payments through the App or other approved payment methods;
f. receive receipts, invoices, notifications, alerts, and support;
g. access fleet billing or usage reports; and
h. access partner reporting and settlement information, where applicable.
HiveCharge may operate Charging Stations directly, through licensed charge point operations, through site partners, or through other approved third-party arrangements, subject to applicable laws, permits, licences, and regulatory approvals.
3. Eligibility
You may use the Services only if:
a. you are at least 18 years old or the legal age of majority in your jurisdiction;
b. you have legal capacity to enter into binding terms;
c. you are legally permitted to drive, operate, or manage the electric vehicle being charged;
d. your electric vehicle is compatible with the Charging Station, connector, and charging standard used;
e. you comply with all applicable laws, traffic rules, parking rules, site rules, safety instructions, and these Terms; and
f. you are not prohibited from using the Services under applicable law or by HiveCharge.
If you use the Services on behalf of a company, fleet, site partner, or other organisation, you confirm that you are authorised to bind that organisation to these Terms.
4. Account Registration
To access certain features, you may need to create a HiveCharge account. You agree to provide accurate, complete, and up-to-date information, including your name, mobile number, email address, vehicle information, payment details, fleet details, and any other information reasonably required.
You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. You must notify HiveCharge immediately if you suspect unauthorised access to your account.
HiveCharge may refuse, suspend, restrict, or terminate an account if we believe that the account information is inaccurate, misleading, fraudulent, unauthorised, unsafe, or in breach of these Terms.
5. Vehicle Compatibility and User Responsibility
You are responsible for confirming that your vehicle is compatible with the Charging Station before starting a Charging Session. Charging speed, performance, and time may vary depending on factors including vehicle model, battery size, battery state of charge, battery temperature, vehicle software, connector type, charger capacity, site power availability, environmental conditions, grid conditions, and safety protections.
HiveCharge does not guarantee that your vehicle will charge at the maximum advertised charger capacity or within any estimated time shown in the App. Charging estimates are indicative only.
You are responsible for:
a. parking correctly within the designated EV charging bay;
b. using the correct connector;
c. following App, screen, QR code, RFID, plug-and-charge, and on-site instructions;
d. monitoring your vehicle and Charging Session;
e. stopping the Charging Session properly before disconnecting;
f. moving your vehicle promptly after charging is complete; and
g. ensuring that your vehicle, cable interface, and charging port are in safe working condition.
6. Charging Sessions
A Charging Session may be started through the App, QR code, RFID card, plug-and-charge function, fleet account, guest checkout, or another method enabled by HiveCharge.
A Charging Session begins when the Charging Station, App, or applicable system confirms that charging has started. A Charging Session ends when charging is stopped through the permitted method, the vehicle reaches a defined charging limit, the user stops the session, the system ends the session, payment authorisation fails, a safety event occurs, or HiveCharge otherwise terminates the session.
You must not unplug a charging connector while it is energised or while a session is active unless instructed by the Charging Station, App, emergency procedure, or HiveCharge support. You must follow all on-screen and in-app instructions for starting and stopping charging.
HiveCharge may limit, pause, reduce, or stop a Charging Session for safety, technical, maintenance, grid, regulatory, payment, operational, or site-related reasons.
7. Reservations, Queuing, and Availability
The App may allow you to reserve a Charging Station or join a charging queue. Reservations are subject to availability and may be time-limited.
HiveCharge does not guarantee that a Charging Station will be available, operational, accessible, or suitable at the time you arrive. Availability may change due to another user’s session, parking obstruction, site access restrictions, charger fault, power interruption, maintenance, safety event, regulatory instruction, or other factors beyond HiveCharge’s control.
HiveCharge may cancel, modify, or release a reservation if:
a. you do not arrive within the permitted grace period;
b. the charger becomes unavailable;
c. the site becomes inaccessible;
d. payment authorisation fails;
e. a safety or operational issue occurs; or
f. HiveCharge is required to do so by law, regulation, site policy, or operational need.
Reservation fees, cancellation fees, no-show fees, and grace periods, if applicable, will be shown in the App or otherwise communicated before confirmation.
8. Pricing, Fees, Taxes, and Payment
You agree to pay all fees, charges, tariffs, taxes, penalties, idle fees, reservation fees, no-show fees, parking fees, and other amounts applicable to your use of the Services.
Pricing may include, without limitation:
a. per-kWh charging fees;
b. time-based charging fees;
c. session fees;
d. reservation fees;
e. idle or overstay fees;
f. parking or site access fees;
g. fleet account fees;
h. taxes, including VAT where applicable; and
i. other fees displayed in the App or at the Charging Station.
The applicable price will be the price shown in the App, charger display, payment page, fleet account, or other official HiveCharge interface at the time of the transaction, subject to applicable law and regulatory requirements.
HiveCharge may update prices from time to time. Prices may differ by location, charger type, charging speed, connector type, time of day, user category, fleet agreement, promotion, or other criteria.
You authorise HiveCharge and its payment service providers to charge your selected payment method for all applicable amounts. HiveCharge may place a pre-authorisation, deposit, or payment hold before or during a Charging Session. Any unused pre-authorised amount will be released in accordance with the payment provider’s timelines and your bank’s rules.
You are responsible for ensuring that your payment method is valid and has sufficient funds. If payment fails, HiveCharge may suspend your account, restrict further charging, charge late fees where permitted, recover outstanding amounts, or take other lawful action.
9. Refunds, Credits, and Billing Disputes
Refunds or credits may be issued at HiveCharge’s discretion or where required by applicable law. HiveCharge may consider refunds or credits where:
a. a Charging Session was charged incorrectly;
b. a charger fault caused a failed or incomplete session;
c. the wrong tariff was applied;
d. payment was duplicated; or
e. HiveCharge determines that a refund or credit is appropriate.
Refunds are not guaranteed where the issue was caused by your vehicle, your battery condition, your failure to follow instructions, incorrect parking, incompatible connector use, site access issues, your payment provider, or circumstances outside HiveCharge’s reasonable control.
Billing disputes must be raised within [30] days of the relevant transaction. You may be required to provide the transaction ID, charger location, date, time, vehicle details, screenshots, bank statement, or other supporting information.
10. Idle Fees, Overstay Fees, and Parking Rules
You must move your vehicle promptly once charging is complete or once your permitted charging or parking time has expired.
HiveCharge may charge idle fees, overstay fees, parking penalties, no-show fees, or site-specific penalties where a vehicle remains connected or parked beyond the permitted period. These fees may apply even if the vehicle is no longer actively charging.
Site owners, parking operators, building managers, malls, garages, municipalities, or other third parties may impose separate parking rules, fines, towing charges, clamping charges, valet charges, access charges, or penalties. HiveCharge is not responsible for third-party parking enforcement unless expressly stated.
11. Safety Rules
You must use the Services safely and responsibly. You agree that you will not:
a. use a Charging Station if the charging gun, cable, connector, display, casing, emergency stop button, or other equipment appears damaged, worn, cracked, exposed, dirty, wet, unsafe, or faulty;
b. touch metal contacts or connector pins;
c. use extension cables, adapters, converters, splitters, unauthorised connectors, or non-approved equipment;
d. connect the Charging Station to anything other than a compatible electric vehicle;
e. pull the charging cable instead of the connector handle;
f. bend, squeeze, twist, crush, modify, or damage the charging gun or cable;
g. use the Charging Station during flooding, fire, smoke, sparks, unusual smell, visible damage, electrical fault, or unsafe weather conditions;
h. continue using a Charging Station if the screen shows a fault or warning;
i. attempt to open, repair, modify, bypass, override, dismantle, access, or interfere with a Charging Station;
j. remove, cover, or tamper with safety labels, warnings, QR codes, signage, meters, seals, locks, or equipment identifiers;
k. place flammable, explosive, combustible, chemical, corrosive, or dangerous materials near a Charging Station;
l. spray water or cleaning chemicals directly onto a Charging Station;
m. obstruct access to a Charging Station, emergency equipment, electrical room, fire lane, or parking bay; or
n. use the Services in a way that may cause injury, death, vehicle damage, property damage, fire, electric shock, grid disruption, or regulatory breach.
In an emergency, you must stop using the Charging Station immediately and, where safe and appropriate, press the emergency stop button, move away from the equipment, contact emergency services if required, notify site security, and contact HiveCharge support.
12. Site Rules and Third-Party Locations
Charging Stations may be located at malls, hotels, offices, residential communities, public parking areas, fleet depots, garages, service stations, commercial sites, or other third-party locations.
You must comply with all site rules, parking rules, access rules, opening hours, security procedures, traffic directions, and instructions given by authorised site personnel.
A Charging Station listed in the App may be unavailable due to site closure, restricted access, private event, parking occupancy, construction, maintenance, power outage, regulatory restriction, or site owner decision. HiveCharge is not responsible for your travel costs, delay, missed appointment, loss of income, or other losses caused by site access restrictions or charger unavailability.
13. Fleet Accounts
HiveCharge may offer Fleet Accounts for commercial customers. Fleet Account terms may include approved users, vehicle lists, monthly invoicing, credit limits, charging limits, usage analytics, employee access, account administrators, cost centres, RFID cards, and fleet-specific pricing.
The organisation associated with a Fleet Account is responsible for all activity, charges, penalties, and use by its administrators, employees, drivers, contractors, agents, and authorised or unauthorised users, unless caused directly by HiveCharge’s proven error.
HiveCharge may suspend or restrict a Fleet Account for non-payment, suspected misuse, fraud, excessive failed payments, safety issues, regulatory concerns, or breach of these Terms or any applicable fleet agreement.
If there is a conflict between these Terms and a signed Fleet Agreement, the signed Fleet Agreement will prevail for that Fleet Account.
14. Site Partners and Partner Portal
Where HiveCharge provides a Site Partner with access to a partner portal, reporting dashboard, revenue reports, settlement statements, site performance data, maintenance updates, or other partner tools, those tools are provided for operational convenience.
Unless otherwise agreed in a signed Site Partner Agreement:
a. portal data is indicative and may be updated, corrected, reconciled, or adjusted;
b. settlement amounts may be subject to deductions, refunds, chargebacks, taxes, regulator-approved costs, electricity costs, charger-specific operating expenses, maintenance costs, and other agreed deductions;
c. partner revenue share terms must be confirmed in a separate written agreement;
d. no partner portal access creates ownership rights in HiveCharge software, equipment, customer data, or intellectual property; and
e. HiveCharge may suspend or modify partner portal access for security, reconciliation, maintenance, dispute, regulatory, or operational reasons.
These Terms do not replace a full Site Partner Agreement. Site access, installation, permits, ownership, maintenance, revenue share, termination, exclusivity, insurance, liability, and removal obligations should be set out in a separate signed agreement.
15. Promotions, Discounts, and Credits
HiveCharge may offer promotions, referral rewards, wallet credits, free charging, discounted charging, fleet incentives, coupons, or other benefits from time to time.
Promotions are subject to the specific terms shown in the App or communicated by HiveCharge. HiveCharge may modify, suspend, revoke, or cancel promotions where permitted by law, including in cases of abuse, fraud, technical error, duplicate accounts, chargebacks, misuse, or commercial exploitation.
Promotional credits have no cash value unless expressly stated and may expire.
16. App Use and Software Licence
HiveCharge grants you a limited, non-exclusive, non-transferable, revocable licence to use the App solely for your personal or authorised business use in connection with the Services.
You must not:
a. copy, modify, distribute, sell, lease, sublicense, reverse engineer, decompile, or attempt to extract source code from the App;
b. interfere with the App, servers, APIs, chargers, networks, or security systems;
c. use bots, scrapers, automated tools, or unauthorised integrations;
d. bypass payment, authentication, geofencing, reservation, billing, safety, or access controls;
e. create fake accounts or misrepresent your identity;
f. upload malware, harmful code, or unlawful content;
g. use the App for unlawful, unsafe, fraudulent, or abusive purposes; or
h. use HiveCharge branding, data, content, or interfaces without permission.
HiveCharge may update the App at any time. Some features may require an updated app version, compatible device, internet connection, location permissions, Bluetooth, NFC, camera access, payment authorisation, or other technical requirements.
17. Data, Privacy, and Communications
HiveCharge collects and processes personal data in accordance with its Privacy Policy and applicable data protection laws.
We may collect information such as your name, contact details, account credentials, vehicle details, payment information, charging history, transaction history, location data, device information, support requests, fleet information, partner information, and usage analytics.
We may use this information to provide the Services, process payments, manage Charging Sessions, prevent fraud, ensure safety, comply with law, improve the App, provide customer support, send service communications, issue invoices, manage fleet accounts, and operate partner reporting.
By using the Services, you agree that HiveCharge may send you transactional and service-related communications, including charging alerts, payment confirmations, reservation updates, safety notices, account notifications, support messages, and legal notices.
Marketing communications will be handled in accordance with applicable law and your communication preferences.
18. Third-Party Services
The Services may rely on third-party services, including payment processors, banks, card networks, map providers, cloud hosting providers, telecom providers, charger hardware suppliers, site partners, parking operators, fleet systems, analytics providers, customer support tools, and regulatory systems.
HiveCharge is not responsible for failures, delays, errors, outages, fees, policies, or acts of third-party services, except where required by applicable law.
Your use of third-party services may be subject to separate terms and privacy policies.
19. Maintenance, Outages, and Service Changes
HiveCharge may perform maintenance, updates, inspections, repairs, testing, software upgrades, safety checks, regulatory updates, or charger replacements at any time.
The Services may be unavailable, interrupted, delayed, restricted, or degraded due to maintenance, charger faults, power outages, network issues, grid constraints, weather, accidents, vandalism, cybersecurity events, site restrictions, regulatory instructions, or other events.
HiveCharge may add, remove, relocate, disable, upgrade, downgrade, or modify Charging Stations, locations, connector types, features, tariffs, payment methods, or Services at any time.
20. Intellectual Property
All rights in the HiveCharge name, logo, brand, App, website, platform, software, designs, workflows, text, graphics, icons, images, dashboards, algorithms, charger data, reports, databases, and other materials belong to HiveCharge or its licensors.
You receive no ownership rights by using the Services. You may not use HiveCharge’s intellectual property without our prior written consent.
If you submit feedback, ideas, suggestions, or improvements, you grant HiveCharge a worldwide, perpetual, irrevocable, royalty-free licence to use them without restriction or compensation.
21. User Content
You may be able to submit reviews, support messages, feedback, photos, incident reports, location notes, or other content.
You agree that your content must not be false, misleading, unlawful, defamatory, abusive, discriminatory, infringing, confidential, unsafe, or harmful. You must not submit content that includes another person’s personal data unless you have the right to do so.
HiveCharge may remove, moderate, restrict, or use user content for support, safety, operational, legal, and service improvement purposes.
22. Disclaimer of Warranties
The Services are provided on an “as is” and “as available” basis.
To the maximum extent permitted by law, HiveCharge does not guarantee that:
a. the Services will always be available, uninterrupted, secure, or error-free;
b. a Charging Station will always be operational, accessible, or compatible with your vehicle;
c. a Charging Session will reach a particular speed, battery percentage, range, or completion time;
d. charger availability or pricing information will always be real-time or error-free;
e. App estimates, maps, directions, or wait times will be accurate; or
f. defects will be corrected within a specific period.
Nothing in these Terms excludes any rights that cannot be excluded under applicable law.
23. Limitation of Liability
To the maximum extent permitted by law, HiveCharge will not be liable for indirect, incidental, special, consequential, punitive, or exemplary damages, including loss of profit, loss of revenue, loss of business, loss of use, loss of data, vehicle downtime, missed bookings, missed flights, missed appointments, loss of goodwill, or loss of opportunity.
To the maximum extent permitted by law, HiveCharge’s total aggregate liability arising out of or relating to the Services will not exceed the greater of:
a. the total amount paid by you to HiveCharge for the relevant Charging Session or transaction giving rise to the claim; or
b. AED [insert amount].
This limitation does not apply to liability that cannot be limited under applicable law, including liability for fraud, intentional misconduct, or death or personal injury caused by proven negligence where such limitation is not permitted.
24. Your Indemnity
You agree to indemnify and hold harmless HiveCharge, its affiliates, directors, officers, employees, contractors, site partners, service providers, and agents from and against any claims, losses, damages, liabilities, penalties, fines, costs, and expenses, including reasonable legal fees, arising from or related to:
a. your breach of these Terms;
b. your misuse of the Services;
c. unsafe, negligent, fraudulent, unlawful, or unauthorised use of a Charging Station;
d. damage to Charging Stations, site property, vehicles, or third-party property caused by you or your vehicle;
e. your failure to follow safety instructions, site rules, parking rules, or applicable laws;
f. your payment disputes, chargebacks, or unpaid amounts;
g. your user content; or
h. use of your account by your employees, drivers, contractors, guests, or other users.
25. Suspension and Termination
HiveCharge may suspend, restrict, or terminate your access to the Services at any time if:
a. you breach these Terms;
b. payment fails or amounts remain unpaid;
c. you misuse, damage, tamper with, or interfere with a Charging Station;
d. you create safety, security, legal, regulatory, or operational risk;
e. your account is suspected of fraud, abuse, or unauthorised use;
f. you submit false or misleading information;
g. required by law, regulator, court, payment provider, site partner, or government authority; or
h. HiveCharge discontinues or modifies the Services.
You may stop using the Services at any time. You remain responsible for all charges, penalties, fees, and obligations incurred before termination.
26. Force Majeure
HiveCharge will not be liable for failure or delay caused by events beyond its reasonable control, including acts of God, extreme weather, flood, fire, explosion, epidemic, pandemic, war, terrorism, civil unrest, labour dispute, power outage, grid failure, telecom failure, internet outage, cyberattack, government action, regulatory restriction, supply chain disruption, site closure, accident, vandalism, or failure of third-party services.
27. Changes to these Terms
HiveCharge may update these Terms from time to time. Updated Terms will be posted in the App, on our website, or otherwise communicated to you.
The updated Terms will take effect on the date stated in the notice or, if no date is stated, when posted. Your continued use of the Services after the updated Terms take effect means you accept the updated Terms.
If a change materially affects your rights or obligations, HiveCharge will use reasonable efforts to notify you through the App, email, SMS, website notice, or other appropriate method.
28. Governing Law and Disputes
These Terms are governed by the laws of the United Arab Emirates and the applicable laws of the Emirate of Dubai.
The courts of Dubai shall have exclusive jurisdiction over any dispute arising out of or relating to these Terms or the Services, unless another dispute forum is required by applicable law or agreed in a separate signed agreement.
Before filing a claim, you agree to first contact HiveCharge at the support details below and allow a reasonable opportunity to resolve the issue informally.
29. General Terms
These Terms, together with any policies or additional terms referenced in them, form the entire agreement between you and HiveCharge regarding the Services.
If any part of these Terms is found invalid or unenforceable, the remaining parts will continue in effect.
HiveCharge’s failure to enforce any right or provision does not waive that right or provision.
You may not assign or transfer your rights or obligations under these Terms without HiveCharge’s prior written consent. HiveCharge may assign or transfer its rights and obligations in connection with a merger, acquisition, restructuring, sale of assets, financing, corporate reorganisation, or transfer of business operations.
30. Contact
For customer support, billing disputes, safety issues, account questions, or legal notices, contact HiveCharge at:
HiveCharge
Legal entity: HIVE CHARGE FOR ELECTRIC VEHICLES CHARGING STATIONS MANAGEMENT & OPERATION L.L.C S.O.C
Address: 1908, DAMAC Business Tower, Marasi Drive Street, Business Bay, Dubai, UAE
Email: [email protected]
Website: https://www.hivecharge.com
For emergencies involving fire, electric shock, injury, or immediate danger, contact local emergency services first and notify site security where applicable.
