1. Introduction

This User Agreement governs the use of electric vehicle (EV) charging services and the Zora transaction platform operated by PT Mega Energi Biru Indonesia.

By using Zora services, users are deemed to have read, understood, and agreed to all terms and conditions in this document.

2. Scope of Services

Zora services include:

• Access to Zora charger units through QR Scan without login
• Payment services through Midtrans
• Charging session management through OCPP system
• Storage of charging logs in Zora backend system

Zora does not provide location booking, reservation, or vehicle technical services.

3. Use Without Account

Users do not need to create an account to access services.

All processes are conducted through:

• QR Scan on charger unit
• Payment
• Charging session starts automatically

By using this method, users remain bound by all rules in this User Agreement.

4. User Obligations

Users must:

• Use the charger according to instructions available on the device
• Use connectors compatible with the vehicle
• Supervise the vehicle during charging
• Move the vehicle after the charging session is complete (to avoid idle time)
• Use valid payment methods
• Use the charging area in an orderly and safe manner

5. Prohibited Use

Users are prohibited from:

• Damaging, modifying, or manipulating charger devices
• Using illegal or uncertified adapters
• Forcing connectors into place
• Leaving the charger in idle position after charging is complete
• Opening charger casing or attempting to access internal components
• Performing actions that disrupt charger operations or threaten safety
• Misusing payment systems or conducting fraudulent transactions

If violations occur, Zora reserves the right to terminate charging sessions and take legal action.

6. User Responsibility

Users are responsible for:

• Vehicle and personal property security during charging
• Accuracy in selecting charger location
• Vehicle condition and battery suitability for charging
• Risks resulting from use of unsafe third-party cables, adapters, or devices

Zora is not responsible for vehicle damage resulting from use of third-party devices that do not meet standards.

7. Zora Responsibility

Zora is responsible for:

• Maintaining charger readiness according to technical standards
• Providing secure payment systems
• Storing charging logs for audit and technical support purposes
• Responding to customer complaints during operational hours

However, Zora is not responsible for:

• Power disruptions from energy providers
• Internet network disruptions from telecommunications operators
• Force majeure causing charger malfunction
• User errors in device usage

8. Transactions & Payment

• All transactions are processed through Midtrans
• Users must ensure payment is completed before charging begins
• Transaction receipts will be stored and can be used as basis for complaints
• If issues occur, refund process follows the Refund Policy

9. Data & Privacy

Use of Zora services is subject to the Privacy Policy which explains how user data is collected, processed, and stored.

Zora does not collect vehicle data such as license plate numbers or Vehicle ID.

10. Service Termination

Zora reserves the right to terminate or refuse service if:

• There are indications of misuse
• Users violate User Agreement terms
• Charger units are under maintenance or experiencing technical issues
• Payment is invalid or suspicious

11. Terms Changes

Terms in this User Agreement may be updated at any time.

Changes will be announced through the Zora platform and take effect immediately after publication.

12. Official Contact

For questions or issues related to service usage:

PT Mega Energi Biru Indonesia (Zora)
Email: office@mebi.co.id
WhatsApp Hotline: +6281110014171
Operational Hours: 08:00 – 17:00

1. Introduction

This Privacy Policy explains how PT Mega Energi Biru Indonesia ("Zora", "we", "us") collects, uses, stores, and protects customer personal data when using electric vehicle (EV) charging services through the Zora platform.

By using Zora services, customers are deemed to have understood and agreed to the terms in this Privacy Policy.

2. Personal Data We Collect

Zora collects data necessary to process transactions and provide charging services. Data collected includes:

A. User Identity Data

• Name
• Email
• Phone number

B. Transaction Data

• Transaction number / Order ID
• Payment information from Midtrans
• Payment status
• Transaction time

C. Location & Charger Data

• Charger location used
• Charger ID and connector
• Charger status during transaction

D. Charging Data (Charging Logs - from OCPP system)

• StartTransaction and StopTransaction
• Meter values (kWh)
• Charging duration
• Error code (if technical issues occur)

Note: We do not collect Vehicle ID, vehicle license plate numbers, or other vehicle identification.

3. How We Collect Data

Zora collects data from several system sources:

• Midtrans payment platform - for transaction verification and payment status
• OCPP Server system - to record all charger activities (session logs, meter values, error status)
• Laravel Backend & Zora Database - stores transaction data, user input, and charging history

No data is collected from customer devices other than what is necessary for transactions.

4. Purpose of Data Use

Zora uses personal data to:

• Verify and process payments
• Activate and manage charging sessions
• Provide transaction receipts and energy bills
• Handle complaints, errors, and refund processes
• Maintain system and charger security
• Operational analysis (non-personalized analytics) to improve services

Zora does not use customer data for marketing without permission.

5. Data Storage and Security

All data is stored in the Zora system database, managed by Laravel backend and connected to the OCPP server.

To maintain data security:

• Database access is restricted only to authorized internal personnel
• All communication between charger ↔ OCPP ↔ backend uses secure protocols
• Transaction and payment data follows Midtrans security standards
• Internal audit logs are used to prevent data misuse

We do not sell or share customer personal data with third parties without permission, except as required by law.

6. Data Sharing with Third Parties

Zora only shares data with:

• Midtrans - for payment processing
• Vendors or technical partners that support charger operations (if necessary)

These third parties are required to comply with security and data confidentiality standards in accordance with regulations.

7. User Rights

Customers have the right to:

• Request information regarding stored data
• Request data correction if there are errors
• Request deletion of certain data if it is no longer relevant
• Object to the use of certain data

Requests can be made through Zora customer service contact.

8. Data Retention

Data is stored for:

• Minimum 2 years for audit and payment regulation purposes
• Or as long as necessary to resolve transactions, complaints, or investigations

After that period, data may be deleted or anonymized.

9. Policy Changes

This policy may be updated at any time to comply with regulations or service improvements. Any significant changes will be announced through the Zora platform.

10. Privacy Contact

For questions or requests regarding personal data, customers can contact:

PT Mega Energi Biru Indonesia (Zora)
Email: office@mebi.co.id
WhatsApp Hotline: +6281110014171
Operational Hours: 08:00 – 17:00

1. Refund Scope

This refund policy applies to all payment transactions for electric vehicle (EV) charging services conducted through the Zora platform and processed by PT Mega Energi Biru Indonesia using the Midtrans payment system.

Refunds are provided when charging services cannot be performed or do not operate according to operational standards.

2. Refund Request Conditions

Customers are entitled to request a refund if one of the following conditions occurs:

• Charging fails to start, even though payment was successful
• Charging stops suddenly due to charger technical error or power disruption
• Energy is not delivered according to the amount paid, based on verification of StartTransaction, StopTransaction, and OCPP meter values
• Technical issues with the backend system or payment gateway that prevent transaction processing

Refunds do not apply to:

• Customer error in selecting charger location
• Customer error in using illegal connectors or adapters
• Excessive idle time after charging is complete (not a service failure)

3. Types of Refund

Zora provides two types of refunds:

1) Full Refund

Granted if:

• Charging cannot start at all, or
• No energy was delivered (meter value did not change)

2) Pro-Rate Refund

Granted if partial energy has been consumed.

Pro-rate calculation is based on:

• Actual kWh consumed according to OCPP meter data
• Applicable tariff (Rupiah/kWh) at the time of transaction

4. Refund Process & Method

1) Internal Verification

Zora team performs checks on:

• Midtrans payment history
• OCPP logs (StartTransaction, StopTransaction, meter values, error codes)
• Charger status during transaction

2) Refund Method

Refunds are processed through:

• Midtrans (primary method)
• Manual transfer if Midtrans process requires more than 7 days, according to internal SLA

3) Refund Duration

Processing time: 3-7 business days

Duration may vary according to bank or payment provider policies

5. Refund Request Requirements

Customers need to provide:

• Name and phone number
• Transaction number / Midtrans Order ID
• Charger location
• Transaction time and date
• Error evidence (if available: charger screen photo or error message)

Zora reserves the right to request additional logs if needed for verification.

6. Refund Denial

Refunds may be denied if:

• Transaction data is invalid or not found
• Charging was successful and energy was delivered according to OCPP meter
• Issues originate from use of non-compliant devices (e.g., illegal adapters)
• Customer commits misuse, manipulation, or violation of service usage terms

7. Refund Request Contact

Refund requests can be submitted to:

PT Mega Energi Biru Indonesia (Zora)
Email: office@mebi.co.id
WhatsApp Hotline: +6281110014171
Operational Hours: 08:00 – 17:00

1. Service Scope

The Zora platform is used to make payments and access electric vehicle (EV) charging services on charger networks owned by or partnered with PT Mega Energi Biru Indonesia.

No physical goods are delivered. The term "delivery" refers to the availability of charging sessions after payment is verified.

2. Service Delivery Process

After payment is successful (based on valid notification from Midtrans):

• Zora backend system will create or activate a charging session on the selected charger

Customers can start charging through:

• QR Scan on charger device
• Instructions on charger screen

Charging status (start, in progress, completed) will be displayed in the system and on the charger screen.

Transaction data and charging logs will be recorded in the Zora database.

3. Delivery Time

• Service is available in real-time, generally within seconds after payment is confirmed by Midtrans
• Customers are responsible for immediately proceeding to the correct charger location
• Customer waiting time is not included in the service delivery process

4. Conditions Affecting Delivery

Service availability may be affected by:

• Charger is offline or experiencing issues
• Charger is being used by another customer
• Power disruption at the location
• Internet communication disruption (WiFi/4G) affecting OCPP connection
• Charger unit maintenance

If any of these conditions prevent the charging session from starting, customers can contact Zora customer service.

5. Delivery Failure & Handling

Delivery failure includes:

• Payment successful but charging cannot start
• Charging stops suddenly due to charger technical error or network issues

Handling by Zora team:

• Verification of Midtrans transaction
• Verification of OCPP logs (StartTransaction/StopTransaction, meter values, error codes)

If delivery failure is proven, Zora can:

• Provide recharging compensation
• Full or pro-rate refund (according to energy consumption conditions)
• Refund process through Midtrans or manual if it exceeds the time limit

6. Service Delivery Evidence

Evidence that service has been available or consumed by customers:

• StartTransaction and StopTransaction logs in the OCPP system
• Energy consumption data (meter values)
• Success status on charger screen
• Transaction history in Zora backend system

7. Customer Responsibility

• Arrive at the charger location as selected
• Use compatible vehicles and connectors
• Do not damage chargers or use illegal adapters
• Move the vehicle after the charging session is complete (do not idle excessively)

8. Customer Service Contact

For assistance regarding transactions, service delivery, or complaints:

PT Mega Energi Biru Indonesia (Zora)
Email: office@mebi.co.id
WhatsApp Hotline: +6281110014171
Operational Hours: 08:00 – 17:00