Version in force from XX/11/2025
RENAULT s.a.s is a simplified joint-stock company with a share capital of 537,386,347.25 euros, having its registered office at 122 – 122 bis avenue du Général Leclerc in Boulogne Billancourt (92100), France, registered with the Nanterre Trade and Companies Register under number 780 129 987
Preamble
These General Terms and Conditions of Sale and Use are systematically brought to the attention of the User when ordering the Mobilize Charge Pass Card.
RENAULT is an operator of mobility services. RENAULT provides its Users with numerous services including access to charging services through the Mobilize Charge Pass Charging Service on the My Renault, My Dacia, My Alpine or Mobilize Charge applications.
The My Renault, My Dacia, My Alpine or Mobilize Charge applications are provided free of charge and can be downloaded to a smartphone.
The Mobilize Charge Pass Charging Service allows you to identify the Charging Stations compatible with the Mobilize Charge Pass card or any other means of authentication in the Territory and to find out about their availability and their price in order to charge the electric vehicle's battery.
All free services are governed by the general terms and conditions of use of the Mobilize Charge Pass Service described in the General Terms and Conditions of Use of the My Renault, My Dacia, My Alpine or Mobilize Charge applications.
Each User can benefit from the Mobilize Charge Pass Recharge Service by ordering and activating a Mobilize Charge Pass card or by activating the "Plug and Charge" feature, associated with a previously registered payment method.
The use of these top-up services implies the unreserved acceptance of these General Terms and Conditions of Sale and is conditional on the proper activation of the associated means of identification and means of payment.
Definition
Mobilize Charge application or application : refers to the Mobilize Charge application on Android or iOS designed and operated by RENAULT.
RENAULT Help: refers to the User assistance service attached to the Mobilize Charge Pass Card or any other Means of Authentication in the "Help" section, then "Need Help".
Charging Station: refers to any equipment that allows the charging of an electric vehicle.
Compatible Charging Station : refers to a Charging Station whose access and payment for charging can be made using the Mobilize Charge Pass and/or Plug and Charge Card.
Mobilize Charge Pass card : refers to the personal badge provided by RENAULT and attached to the User Account. The User is the holder of the Mobilize Charge Pass Card once it has been successfully activated and the use of which is subject to these General Terms and Conditions of Sale. This badge allows you to identify yourself on the Compatible Terminals and to pay for the Recharges regardless of the partner network used.
Order : refers to the provision of the Mobilize Charge Pass Card. The User can place their Order through the application corresponding to their brand of vehicle (My Renault, My Dacia or My Alpine) or the Mobilize Charge App. Payment for the Order is made by credit card. Any delivery costs are included in the price paid for the order.
User Account : refers to the personal account opened in the name of the User after he/she has personally identified him/her via the third-party solution ID Connect subject to his/her own general terms and conditions of use and after having duly completed and validated the registration form. The User Account is subject to the provisions of the General Terms and Conditions of Use included in the application corresponding to its vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App.
General Terms and Conditions of Sale : refers to these general terms and conditions governing the terms and conditions of the Mobilize Charge Charging Service, including the terms and conditions of supply and use of the Mobilize Charge Pass Card and the Plug and Charge functionality and the payment method attached to it.
General Terms and Conditions of Use : refers to the general terms and conditions of use governing the terms and conditions of access and use of the Mobilize Charge Pass service available on the My Renault, My Dacia, My Alpine or Mobilize Charge applications. The General Terms and Conditions of Use are available at the following address:
https://www.mobilize.fr/powerbox/cgu-powerbox.html,
https://myr.renault.fr/cgu.html,
https://my.alpinecars.fr/cgu.html,
Contact Form: refers to the form by which the User can contact RENAULT for any request for information, help or assistance. This form is available on the Websites and the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App in the "Help" section, then "Need Help".
Withdrawal form: refers to the form by which the User exercises his/her right of withdrawal and available in Appendix C of these General Terms and Conditions of Sale.
Charging History : refers to the report accessible from the User Account allowing you to trace all the Electricity Charges carried out and the related cost, as well as information on the Compatible Charging Station used.
Means of Authentication: refers to any physical device or software published by RENAULT to enable the User to authenticate at a Compatible Station and to which a means of payment is associated. As such, the Means of Authentication are the Mobilize Charge Pass Card or a Plug & Chargeable Vehicle.
Badge number: refers to the unique number written on the User's Mobilize Charge Pass Card and attached to their User Account.
Partner operator: refers to any natural or legal person operating Charging Stations Compatible with the Mobilize Charge Pass and/or Plug and Charge Card.
Plug & Charge: refers to both a Charging service using a specific technology and the operation of electric charging of a Plug & Charge Compatible Vehicle at a Plug & Charge Compatible Station. For the avoidance of doubt, it is specified that a Plug & Charge is also considered a Recharge for the interpretation of the General Terms and Conditions of Sale. Compatible Stations supporting Plug & Charge can be identified via the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App.
User profile: refers to the "my account" menu accessible at the bottom of the application screen corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App.
Recharging: refers to the operation of electrically charging a vehicle at a Compatible Charging Station.
Services: refers to all the services offered by RENAULT by any means whatsoever.
Mobilize Charge Pass Charging Service: refers to all the services allowing the User to charge an electric vehicle at a network of Compatible Charging Stations, using the Mobilize Charge Pass or Plug and Charge functionnality, which are associated with a means of payment.
Mobilize Charge Website : refers to the website mobilizecharge.com made available to the public on the Internet from which the User can access the pricing conditions related to subscriptions
User : refers to the person legally and financially responsible for the Authentication Method(s) and who has subscribed to the General Terms and Conditions of Sale.
Charging Station: refers to any equipment that allows the charging of an electric vehicle.
Compatible Station: means a Charging Station that can be used through an Authentication Method.
Plug & Charge Compatible Station: refers to a Compatible Station whose access and payment for Recharges can be made by Plug & Charge.
Territory: refers to France, Germany, Spain, Belgium, Luxembourg, Austria, Switzerland, Great Britain, Italy, Netherlands.
Plug & Chargeable vehicle: refers to any Plug & Charge compatible vehicle for which this service has been activated according to the procedure in Article 4.1.2.
1. Purpose
The purpose of these General Terms and Conditions of Sale is to define the terms and conditions under which RENAULT provides its Mobilize Charge Pass Charging Service, including the Mobilize Charge Pass Card and other Means of Authentication.
2. Prerequisites for the use of the Charging Service and the provision of the Mobilize Charge Pass Card
The Order, activation and use of the Mobilize Charge Pass Card and the Plug and Charge functionality are reserved for the User who has unreservedly accepted these General Terms and Conditions of Sale in their entirety to the exclusion of all other provisions.
Access to the Charging Service presupposes the download of the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App, and the creation and validation of the User Account.
3. Mobilize Charge Pass card
The User undertakes to use the Mobilize Charge Pass Card and the other Means of Authentication only in the context of the Mobilize Charge Pass Charging Service. The User must ensure that the Means of Authentication are deactivated when the contract ends.
3.1 Ordering
To benefit from the Mobilize Charge Pass Charging Service, the User must have a Mobilize Charge Pass Card. Before ordering the Mobilize Charge Pass Card, the User must ensure that he or she can benefit from it in full and complete terms (legal capacity, majority, etc.).
The Mobilize Charge Pass Card can be handed over at the dealership when the electric vehicle is marketed under the RENAULT, DACIA, ALPINE brands or a Mobilize Charge Pass can be ordered in the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App.
The Mobilize Charge Pass Card is free of charge for owners of an electric vehicle marketed under the RENAULT, DACIA, ALPINE brands, provided that the User previously enters the vehicle identification number (VIN) in the Vehicle menu of the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) in order to access the "order" section in the User's profile.
The different steps of the Order are detailed on the MyRenault, MyDacia, My Alpine or Mobilize Charge applications. The User undertakes to fill in all the mandatory fields necessary to obtain the Mobilize Charge Pass Card. The information recorded by the User once their Mobilize Charge Pass Card Order has been validated is deemed to be accurate, sincere, complete and not out of date. It is the sole responsibility of the User to ensure that the information provided is correct.
By validating the Order, in particular by confirming that they have read these terms and conditions by ticking the corresponding box, the User irrevocably and unreservedly accepts the Order and these General Terms and Conditions of Sale. Any acceptance by the User, through this procedure binding the parties, formalises the conclusion of the contract binding the User and RENAULT.
An email confirming the Order, containing the details of the Order and the essential data provided by the User will be sent to the email address provided at the time of registration. This Order confirmation sent to the User after final validation is equivalent to a receipt of payment.
The Mobilize Charge Pass Card is sent to the postal address provided by the User in the route provided in the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App.
3.2 Prices and shipping costs
Anyone who does not have an electric vehicle marketed under the RENAULT, DACIA, ALPINE brands and wishes to order a Mobilize Charge Pass Card, will have to pay the price displayed on the MyRenault, MyDacia, My Alpine and Mobilize Charge websites and applications.
Shipping and packaging costs are included in the price of the Mobilize Charge Pass Card displayed on the MyRenault, MyDacia, My Alpine and Mobilize Charge websites and applications.
The price of the Mobilize Charge Pass Card is set at five Euros and ninety hundred € all taxes included (5.9€ incl. VAT).
This price may change, the User will be informed and must refer to the price in force at the time of the Order.
In all cases, the costs of accessing the Internet network by means of a remote communication service are the responsibility of the User.
3.3 Payment
Payment will be made exclusively by means of a payment, credit or debit card, which must be valid and not expired (American Express cards are not accepted). The Order is made to RENAULT after prior acceptance of the General Terms and Conditions of Sale. Only able-bodied and adult people can buy the Mobilize Charge Pass Card.
The payment method used to Order the Mobilize Charge Pass Card will be saved as the User's default payment method for the payment of their Recharges.
The data communicated when the User's means of payment is registered is neither known nor stored by RENAULT, but will be stored by the service provider specialising in secure payments mentioned above (Worldpay). The Integrated Payment Service is operated by Worldpay (UK) Limited registered under No. 07316500, Worldpay Limited registered No. 03424752 and Worldpay AP LTD registered No. 05593466, three companies incorporated in the United Kingdom and headquartered at Walbrook Building, 25 Walbrook, London EC4N 8AF (together "Worldpay"), RENAULT's payment service partner.
A bank pre-authorisation is carried out after registration of the means
of payment and validation of the Mobilize Charge Pass Card Order.
From the moment the User accepts the full amount of his/her Order and makes the payment, the bank account linked to the payment method used is immediately debited, and the Order is registered for execution.
The provision of the Mobilize Charge Pass Card will only be final after
receipt of full payment by RENAULT and receipt of the related amount corresponding to the Order by RENAULT's banking institution.
3.4 Delivery and Delay in Delivery
Once the Order has been finalised and paid for in full for the Mobilize Charge Pass Card, the User accepts a processing time of up to thirty (30) working days, within which time they will receive their Mobilize Charge Pass Card by post directly to the delivery address specified at the time of their Order.
The Mobilize Charge Pass Card is delivered deactivated.
In the event of a delay in delivery, RENAULT may notify the User by e-mail.
However, the activation of the Mobilize Charge Pass Card constitutes receipt and express waiver by the User of the late delivery for the purpose of cancelling their Order.
In accordance with Article L.216-6 of the French Consumer Code, in the
event of a delay in delivery compared to the initially agreed deadline, the User may, after having given RENAULT formal notice by registered letter with acknowledgement of receipt to proceed with the delivery within a reasonable additional period, request the cancellation of the order if this new deadline is not respected. This right of resolution may only be exercised if the delay is not attributable to a case of force majeure or a fault on the part of the User. In the event of termination, the sums paid will be reimbursed under the conditions provided for by the applicable regulations.
3.5 Activation and validity period of the Mobilize Charge Pass Card
The Mobilize Charge Pass Card is numbered. This number is unique and specific to each Mobilize Charge Pass Card. It is necessary for its activation,
prior to any use on the Compatible Terminals.
The User must identify themselves to enable the activation of the Mobilize Charge Pass Card.
The activation of the Mobilize Charge Pass Card can only be carried out on the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App by the User. To do this, the User, with their badge number, must go to their User Account, then to the "Activate your Mobilize Charge Pass Card" section and follow the instructions displayed on the screen.
The User has the possibility to activate a maximum of two Mobilize Charge Pass Cards in his User Profile.
3.6 Right of withdrawal
In accordance with Articles L.221-18 et seq. of the Consumer Code, the User has a right of withdrawal on the Mobilize Charge Pass Card that he or she may exercise, without having to justify his or her decision, within fourteen (14) days of receipt of the Mobilize Charge Pass Card.
The request for withdrawal must be sent to RENAULT in writing by e-mail, and may be made using the standard withdrawal form in Appendix C. Any incomplete request or request made after the deadline will not be taken into account.
When the withdrawal request is sent by e-mail to RENAULT, the latter acknowledges receipt. The request for withdrawal is effective immediately upon receipt of the request by RENAULT.
RENAULT will reimburse the sums paid by the User within fourteen (14) days of receipt of the withdrawal request, subject to compliance with the following conditions.
In the event of damage to the Mobilize Charge Pass Card, before the withdrawal period has expired, the withdrawal will not be accepted.
In any case, after the withdrawal period has expired, no cancellation, modification and/or refund will be accepted. Any Mobilize Charge Pass card will not be exchangeable and refundable.
The right of withdrawal does not apply to Recharge Services that have been fully performed before the end of the withdrawal period and whose performance has begun with the User's consent or express request.
On the other hand, for Services that have not been fully performed, the User has the option of exercising his/her right of withdrawal within fourteen (14) days of the conclusion of the Service contract by informing RENAULT of his/her intention to withdraw. The User will then be liable for the fixed and proportional costs of the provision of the Service, the performance of which began before the end of the withdrawal period at the express request of the User.
Any electricity recharges made by the User before the withdrawal request takes effect will be invoiced in accordance with these provisions and remain due automatically to RENAULT.
3.7 Loss/theft of the Mobilize Charge Pass Card
The User is fully responsible for the Mobilize Charge Pass Card that has been assigned to him or her and must ensure its protection.
The User must take all measures to maintain custody of his Mobilize Charge Pass Card and must assume the consequences of its use and related payments.
The User is required to pay for all electricity Recharges made with the Means of Authentication used to carry out the Recharge.
Objection or request for suspension
In the event of loss, theft, damage or any other unauthorised use of the Mobilize Charge Pass Card, the User Account or the associated data, the User may cancel their Mobilize Charge Pass Card by deactivating their badge in the Application or contact RENAULT via the Help section.
4. Using the Mobilize Charge Pass Charging Service
The Mobilize Charge Pass Card and each of the other Means of Authentication allow the User:
access the Charging Service at Compatible Stations of Partner Operators to authenticate themselves at a Compatible Station in order to give their consent to start a Recharge and undertake to pay for it to RENAULT;
4.1 Procedure for activating the Mobilize Charge Pass Charging Service
4.1.1 Mobilize Charge Pass card
To be able to use the Mobilize Charge Pass Card Recharge Service, the User must activate their Mobilize Charge Pass Card.
The User binds a payment, credit or debit card that must be valid and not expired (American Express cards are not accepted). A pre-authorisation of €1 will be made to the User's bank to verify the validity of the payment method, without this amount of €1 being charged. This payment method is kept and offered as the default payment method for each Recharge with the Mobilize Charge Pass Card.
The activation of the Mobilize Charge Pass Card entails the User's acceptance of these General Terms and Conditions of Sale, which will govern each Recharge.
The activation of the Mobilize Charge Pass results in the User's card being refered to the Partner Operators.
4.1.2 Plug and Charge
If they have a Plug and Chargeable Vehicle, the User who holds a Mobilize Charge Pass Card can benefit from the Plug and Charge feature, which constitutes a dematerialization of the Mobilize Charge Pass Card in the vehicle.
Charging at a Plug and Charge-compatible public station will be launched automatically by mutual recognition of the Charging Station and the vehicle containing the Mobilize Charge Pass contract.
Plug and Charge can be activated in the MyRenault or MyAlpine app. It requires linking a valid and unexpired means of payment, credit or debit (American Express cards are not accepted). A pre-authorisation of €1 will be made to the User's bank to verify the validity of the payment method, without this amount of €1 being charged. This is the payment method that will be used later for Top-ups using the Plug and Charge feature of the Mobilize Charge Pass Charging Service.
The Plug and Charge feature is restricted to one Plug and Charge compatible vehicle per User Profile.
4.1.3 Other
4.1.3.1 Payment by gift card
When the User has a gift card, once it has been registered in the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App, it can then be associated with the various Means of authentication (Mobilize Charge Pass and/or Plug and Charge card) subject to the prior activation of the latter with a means of payment, and serve as a means of payment for Top-ups up to the limit of its value. The special conditions applicable to the Gift Code are described in Appendix A.
4.1.3.2. Mobilize subscription offers
The User has the option of subscribing to paid subscriptions allowing them to benefit from preferential Recharge rates with certain Partner Operators.
The User wishing to subscribe must have an activated Means of Authentication and must go to the Mobilize Charge application in the "see subscription offers" menu.
The special conditions of the subscription offers are described in Appendix B.
4.2 Correct use of the Services by the User
The User is obliged to use the Services in good faith and without committing any abuse. The User also undertakes to use the Compatible Stations with care, in accordance with the instructions for use and safety, refraining from any unauthorised use of them.
4.2.1 Compliance with the terms of use
By accepting these General Terms and Conditions of Sale, the User declares that he or she has fulfilled and complied with all the prerequisites defined in the article (Prerequisites for the use of the Charging Service and the provision of the Mobilize Charge Pass Card).
The use of the Charging Stations is subject to the terms of use of the Partner Operator who operates them.
The User has access in the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App in the "Map" menu to static and dynamic information of the Stations Compatible with the Mobilize Charge Pass (power, type of plug, availability, price, etc.)
Before each use of an Authentication Method, the User undertakes to verify that he or she is able to financially cover the planned Recharge operation.
The User undertakes to consult, in advance, the rates applied on the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App for the Compatible Station concerned.
In the event that it is impossible to access the rates, the User must refrain from carrying out any Recharging, otherwise he or she will be presumed to have accepted the said rates without any liability on the part of RENAULT.
The User is required to comply with the safety instructions in force and any other applicable regulations concerning the Charging Station used and the vehicle concerned and in particular the parking restrictions and regulations specific to the Charging Station (such as, for example, written instructions posted at the Charging Station or instructions given by the staff of the Partner Operators).
The Charging Stations that are available are operated by Partner Operators who are responsible for (i) ensuring the operation and maintenance of their Charging Stations; and (ii) provide accurate information regarding their Charging Stations.
The User must use the Charging Station correctly and in accordance with the instructions provided and ensure that the Charging Station is suitable for the vehicle to be charged. In addition, the User must not use the Charging Stations that have an error message or visible defects or damage.
The electric vehicle that is charged at a Charging Station and the tools that the User must provide (including, for example, any power converter, adapter or cable), must be suitable for their use, compatible for connection with the Charging Station and comply with the applicable legal provisions. Renault is not liable to the User if the defect or damage is caused by a defect in the electric vehicle and/or tools.
The User must ensure before each Charging operation that his vehicle and
its charging cable are compatible with the Compatible Station concerned. He must also ensure that they comply with the regulations in force.
To initiate the Charging on site with their Mobilize Charge Pass Card, the User is required to present it in front of the RFID reader at the Compatible Station, in this case they will also be required to badge again to the RFID reader of the Compatible Station in order to stop charging. This
procedure may vary depending on the model of the Compatible Station and the operation set up by the Partner Operator, so the User is required to refer to any instructions on the Compatible Station.
To initiate on-site charging with Plug and Charge, a simple connection of the Plug & Charge Vehicle to a Plug & Charge Compatible Station is required. It is not necessary to have your Mobilize Charge Pass Card to carry out and interrupt Plug & Charges. The deactivation of the Plug & Charge functionality is carried out from the application corresponding to the User's vehicle brand (My Renault or My Alpine).
4.2.2 Fraudulent use
Each Mobilize Charge Pass Card is personal and associated with a single User Account belonging to a single User. The name provided when the User Account is created is authentic and takes precedence over all other data provided to determine who is the account holder.
A Mobilize Charge Pass Card, another Means of Authentication or a User Account may not be transferred or transmitted to a third party and its use by anyone other than the User is prohibited.
The User must always ensure that they protect their Mobilize Charge Pass Card, their other Means of Authentication, their login credentials and passwords allowing access to their User Account. They must always make sure that they have their Mobilize Charge Pass card in their possession, and that they never leave it unattended or under the control of third parties, especially at the end of a Recharge session.
RENAULT may not be held liable for the User's negligence under any circumstances. The User is responsible and liable for each operation carried out with his Means of Authentication and/or via his User Account.
In general, any connection, Order, use or transmission of data made from the User's Account, use of its Authentication Means, are deemed to have been made by the User, and under his or her full responsibility.
If information brought to RENAULT's attention suggests fraudulent use of a Mobilize Charge Pass Card and/or fraudulent Recharge activity, RENAULT reserves the right to suspend its operation without notice for investigations and verifications, until the hypothesis of fraud is ruled out.
The User must cooperate fully with RENAULT, if necessary with the competent authorities, in the event of an investigation concerning a Charging operation or any other use of the Means of Authentication, of the User Account.
4. 3 Charging Rates
The prices of electricity recharges are set by RENAULT and are subject to change at any time without notice, in particular to take into account the price changes of the Partner Operators. As a result, the rates are constantly updated on the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App.
The data displayed on the Compatible Stations (duration and power) are given for information purposes only and only the charging report sent to RENAULT by the Partner Operator is authentic.
The User is therefore required to refer to the rate displayed in the Application (which he will find by clicking on the chosen Compatible Station, then on the "Socket" window in the "Card" section) before each Charging operation of his vehicle, to find out the exact rate that will be invoiced to him.
Each Compatible Station has a specific rate available on the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App.
For information purposes, RENAULT will send the User any changes to the rates
applicable on the main partner networks. This information will be provided by any means deemed appropriate by RENAULT, in particular via the Mobile Charge Application and/or by e-mail.
Under no circumstances can any prices displayed on the Compatible Station by the Partner Operator define the price of the Top-ups for the User. The prices displayed on the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App at the time of charging are the only valid prices.
These prices are expressed clearly and legibly and are inclusive of all taxes and only in euros.
These rates include:
i) The price charged for the supply of energy during the Recharge, and/or
ii) the price charged for the occupancy of the Charging Stations and/or
iv) any additional management fees related to the initiation of the Recharging operation, which may be applied by RENAULT.
RENAULT's service fees (telephone and e-mail support, technical connection to operators, invoicing, payment and collection fees, etc.) are included in the prices listed above.
If the User is offline and/or cannot access the Application, he or she is formally advised not to proceed with a Top-Up.
If, however, the User carries out a Recharge despite his offline mode and/or lack of access to the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App, RENAULT cannot be reproached for the lack of information or legibility of the pricing as well as the rate invoiced. Consequently, the User who charges his vehicle without having access to the pricing is deemed to have unreservedly accepted the pricing in force by RENAULT.
4.5 Payment for Top-ups
The User is expressly informed that each:
- presentation of their Mobilize Charge Pass Card at the place provided for this purpose at a Compatible Station and by selecting the Charging service they want;
- connection of a Plug & Charge Compatible Vehicle to a Plug & Charge Compatible Station; constitutes consent to the Recharge operation and the related payment.
Once his/her consent has been given in this way, the payment is deemed to have been authorised by the User and the payment order is irrevocable and indisputable.
Payment is only made in euros, it is due on the date of transmission of each invoice.
In any event, the User undertakes to keep a sufficient available balance in his bank account attached to the bank card associated with the User Account to cover each Recharge made.
4.6 Default
In the event of non-payment, after having informed the User, RENAULT will try again, and several times if necessary, to debit the invoiced amount for thirty (30) days. From the date of the first unpaid payment, all Means of Authentication will be suspended and unusable by the User until the actual payment of the sums due.
If the User does not regularize his or her situation within 15 days, RENAULT will initiate a recovery procedure.
Regarding the regularization of unpaid invoices due, a secure payment link will be sent to the User by email and accessible via the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App allowing the payment of the said invoices issued, through the payment service provider Stripe, in accordance with its own terms of service: https://stripe.com/fr/legal/ssa/fr-fr.
4.7 Billing
When the User carries out a Recharge by means of an Authentication Method, a statement of information concerning the Recharge operation is sent to him by email. The consumption statement transmitted as well as the related tariffs constitute billing elements.
The information statement relating to each Recharge operation will be sent to the User in the form of a structured document clearly specifying, for each transaction
RENAULT's service fees (telephone and e-mail support, technical connection to operators, invoicing, payment and collection fees, etc.) are included in the amounts listed above.
The User can freely consult the History of his Top-ups via his User Account. The User can find all the information relating to the Recharge carried out: date, time, place, amount of the operation.
5. Suspension - Limitation - Cancellation of RENAULT Services
The suspension of the Services for non-payment is detailed in Article 4.6 above.
In the event of suspension of all or part of the Means of Authentication, their unblocking may be carried out by sending an email by RENAULT informing it of the said unblocking.
RENAULT also reserves the right to limit the use of the Means of Authentication in all or part of a given territory if this proves or could prove to be contrary to these General Terms and Conditions of Sale or local regulations.
In the same way, RENAULT reserves the right to limit the authorisation to use the Means of Authentication if the User is suspected of being the author or in the process of being the author of an offence or of an abusive or fraudulent use thereof.
6. Assistance and Liability
6.1 Help and Support
For any request for help or assistance, the User can contact RENAULT via a form available on the Websites and the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App in the "Help" section, then "Need Help".
Only for requests for immediate assistance concerning a Recharge made using the Mobilize Charge Pass Card, telephone assistance can also be contacted by telephone using the non-surcharged number indicated on the MyRenault, MyAlpine and MyDacia applications.
6.1.1 Scope and Limitations
RENAULT will make reasonable efforts to resolve the problem encountered by the User and brought to its attention by him within a reasonable period of time, without guaranteeing that a definitive response can be provided within this period. RENAULT does not guarantee that any problems submitted to it can be resolved, even partially. In this respect, it is only liable for an obligation of means and not of result.
The response time is measured according to the intervention schedules of the telephone support which is accessible to Users from Monday to Friday, from 9:00 am to 6:00 pm (excluding public holidays).
RENAULT reserves the right to modify these schedules at any time, subject to prior information sent to the User by electronic means at least fifteen (15) calendar days before the entry into force of the modification. Users acknowledge that requests made outside the aforementioned time slots will be dealt with during the next opening period of the telephone support.
The RENAULT Assistance Service can be reached in the event of difficulty(s) related to the use of an Authentication Method.
During a Recharge, if the User encounters a difficulty that is clearly related to the Compatible Station used (defective station, broken station, etc.) then the User can contact the support of our Partner Operator concerned whose contact details are on the station or nearby.
6.1.2 Possible recourse to the Consumer Ombudsman and the Dispute Resolution Platform
In the event of failure to resolve the complaint amicably by RENAULT's Assistance Service, the User may have recourse free of charge to a consumer mediator as set out in Article L. 612-1 of the Consumer Code.
The competent mediator is CMFM Mediation who can be contacted via the following means:
On the Website: https://www.mediationcmfm.fr
By post, to the following address: Médiation Cmfm, 93/95 Avenue du Général Leclerc 75014 ParisSimilarly, the User may use the European Commission's platform for out-of-court dispute resolution free of charge by going to this link: https://ec.europa.eu/consumers/odr .
6.1.3 Contractual Guarantee
If ever the recall of the Mobilize Charge Pass Card or another Means of Authentication is necessary, for example due to technical, legal or security constraints, RENAULT:
i) inform the User in writing, endeavouring to comply with a notice period of at least thirty (30) days before deactivating the Mobilize Charge Pass Card or other Means of Authentication requiring a replacement,
ii) would bear the exclusive costs of replacing and shipping the Mobilize Charge Pass Card or other replacement Means of Authentication;
iii) Inform the User in a timely manner of any procedure to be implemented.
6.1.4 Complaints
The User must submit, as soon as possible after receipt of the charging report, any problems encountered on the Service or during the Use of the Compatible Stations.
In the event of an error observed by the User, in particular concerning a Charging operation, the User may contact RENAULT. After examining the request, the User Account and the circumstances surrounding the transaction concerned, RENAULT will provide the User with a report containing the information in its possession. The User is informed that if their complaint requires verification with third parties, for example with a Partner Operator, the time limit for RENAULT's response and the follow-up given to their complaint will be subject to additional delay.
RENAULT reserves the right to request the User to provide any original written evidence of any electronic document transmitted or any information provided in order to support its claim.
Electronic media are deemed to constitute, at the very least, the beginnings of written evidence.
Unless proven otherwise, only electronic documents produced by RENAULT will be deemed reliable and authentic.
If an incorrect payment has been debited from the User's Account, subject to the outcome of the claim, the amount will be reimbursed by RENAULT to the User's bank card without RENAULT having any further obligation towards the User.
7. Liability
7.1 Responsibility of the User
The User is liable for any damage resulting in whole or in part from his vehicle or his charging cable.
The User is responsible for any damage that may occur in the event of non-compliance with the regulations in force, the conditions and instructions for the use of the Charging Station concerned, the electric vehicle and/or the charging cable.
The User is solely responsible for the use of his/her User Account and his/her Means of Authentication. He is responsible for their custody and must answer for the acts and actions of any person who uses them, even without his knowledge. He is solely responsible for the information that he has communicated himself or that he is deemed to have communicated to RENAULT.
The User is responsible for regularly updating their device and the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App in order to benefit from the latest features. In the absence of regular updates, access to and operation of the User Account may be limited. In addition, in the event of an update not carried out by the User, RENAULT declines all responsibility for any malfunctions caused by the User's refusal to carry out said update.
7.2 Limitation of RENAULT's liability
In general, RENAULT cannot be held liable for damage resulting from misuse or total or partial violation of the regulations in force, the safety instructions in force or any other rule relating to the Charging Stations or the electric vehicle concerned.
7.2.1 Relating to computer problems
RENAULT declines all responsibility in the event of damage suffered resulting from malfunctions, failures, lack of connections (internet, mobile, etc.), including in particular a break in service, a malfunction of flows, an external intrusion, possible slowness, etc.
RENAULT cannot be held liable for damages of any kind whatsoever, foreseeable or unforeseeable, resulting from the use or the total or partial impossibility of using the Means of Authentication.
7.2.2 Relating to the information displayed on Compatible Stations
RENAULT verifies, as far as possible and within the means at its disposal, the information shared by the User. It cannot be held responsible for the information provided on this occasion if it is inaccurate, outdated or partial. RENAULT is only liable for an obligation of means in this respect.
In the event of an error, the User concerned may contact RENAULT and, as far as possible, inform it in detail of any erroneous or missing information concerning these Services on the My Renault, My Dacia, My Alpine or Mobilize Charge applications.
RENAULT cannot be held liable in the event of damage suffered by the User if the User has been warned of a risk by a message displayed on the Compatible Station, the Website, the My Renault, My Dacia, My Alpine or Mobilize Charge applications, by email or any other means of communication.
7.2.3 Vehicle Related
RENAULT declines all liability in the event of damage suffered resulting from defects in an electric vehicle or electric charging cable.
7.2.4 Relating to infrastructure
RENAULT declines all liability in the event of damage suffered resulting from:
- failure(s) of a Compatible Station,
- infrastructure failures of the charging or electricity networks;
- a Charging Station installed or modified without certification when this is required, for example the French EVSE certification.
7.2.5 Refills
RENAULT declines all responsibility in the event of loss, theft or damage resulting from a failure to supervise the User during a Charging session.
8. Privacy, personal data and cookies
Elements relating to privacy and personal data can be viewed in RENAULT's Privacy Policy. [Put the link]
9. Intellectual Property
Many elements accessible from the My Renault, My Dacia, My Alpine or Mobilize Charge applications are protected by intellectual property rights.
The User may not reproduce, represent, extract, use or exploit them in any way, even partially, without the prior written consent of RENAULT.
In general, the User undertakes not to infringe the intellectual property rights and other rights held by RENAULT or third parties.
10. General Provisions
Territoriality of the Service and provider entity
The Mobilize Charge Pass Charging Service is provided by the Groupe Renault entity operating in the country where the Service is actually used.
In the event of use of the Mobilize Charge Pass Recharge Service in a territory other than the one in which the User has subscribed to and accepted these General Terms and Conditions of Sale, the User acknowledges and accepts that:
i) the applicable terms and conditions of sale are those in force in the country where the Service is used;
ii) the contractual service provider is the local entity of Groupe Renault operating in this Territory.
It is the User's responsibility to familiarize themselves with the general terms and conditions of sale applicable in the country concerned before using the Mobilize Charge Pass Charging Service outside the initial territory of subscription, which they can find here for each country [ embed link ]
Force majeure
RENAULT is not required to perform its obligations in the event of force majeure within the meaning of Article 1218 of the French Civil Code and in all cases where it is prevented from doing so by an element external to its services.
Non-waiver
Unless otherwise provided, the fact that one of the parties has not required the application of any clause of these General Terms and Conditions of Sale shall in no way be considered as a waiver of the rights of that party arising from said clause.
Entirety
If any of the provisions of these General Terms and Conditions of Sale are deemed null and void under a rule of law, a law in force or a court decision of a competent court, it will be deemed unwritten. However, the other provisions of the General Terms and Conditions of Sale will retain their force and scope. In addition, the parties agree that in the event of the nullity of a clause ruled by a competent court, the void clause will be replaced by the valid clause closest to the spirit and scheme of the contract provided for herein.
Cession
Any transfer by the User of the rights and obligations arising from these General Terms and Conditions of Sale without the prior agreement of RENAULT is strictly prohibited.
Modification of the General Terms and Conditions of Sale
These General Terms and Conditions of Sale may be modified at any time, so it is imperative that the User consult and accept the General Terms and Conditions of Sale at the time of placing their Order, in particular in order to ensure the provisions applicable to this Order.
The User will be notified of the changes made by email. The new General Terms and Conditions of Sale will enter into force within [30 days] of this notification. The amended General Terms and Conditions of Sale will therefore be brought to the attention of the User.
The User will then have the right to request the
suspension or deletion of his User Account and/or his User Account if he does not accept the said modifications, according to the following procedures: At any time and upon simple request by post or email, the User may request the deletion of his User Account stored on the Website. The request can be sent to RENAULT via the Contact Form accessible from the "Help" section, then "Need Help" of the My Renault, My Dacia, My Alpine or Mobilize Charge applications.
The actual deletion may take a few days.
PLEASE NOTE: The deletion of the User Account does not in any way cancel the unpaid invoices, which must be paid in order for RENAULT to finalize the total deletion of the data. The blocking or deactivation of an Authentication Means does not in any way cancel the obligation to pay for Top-ups already made or already started with this means.
SPECIAL TERMS AND CONDITIONS OF GIFT CODES
1. Purpose of the Special Terms and Conditions GIFT CODES
The purpose of these Special Terms and Conditions of Gift Codes is to provide a framework for the use of Gift Codes received by the User, and to be activated via the My Renault, My Dacia My Alpine, or Mobilize Charge application (hereinafter, "Gift Code(s)"); they complement
The User declares that he/she has read the Special Terms and Conditions of the Gift Codes before their use. The acceptance or activation of a Gift Code therefore constitutes unrestricted or unreserved acceptance of these Special Terms and Conditions of Gift Codes.
The Special Terms and Conditions of Gift Codes are applicable for use in the countries permitted by the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App.
In addition to these Special Terms, Gift Codes may be subject to additional terms and conditions associated with a specific offer or promotion.
The General Terms and Conditions are also applicable to these Special Conditions.
2. Activating Gift Codes
To be able to use the Gift Code, the User must have an account in the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) (or create one) and activate their Gift Code from the My Renault, My Dacia, or My Alpine application, or Mobilize Charge.
Once the Gift Code has been activated, the User will receive an activation confirmation email and must associate it with a Means of Authentication for payment of a charging session for the battery of their electric vehicle within the limit of its value and will be able to consult the balance of their gift codes and their validity period.
3. Redeeming Gift Codes
Depending on the terms of use specific to the offer or
promotion in question, the User may need to activate the Gift Code before a certain date. If the Gift Code is not activated by the specified date, it may expire.
To date, the User can use a Gift Code to:
Pay for a charging session for the battery of your electric vehicle at the Compatible Charging Stations under the conditions and according to the terms and conditions defined in the Conditions General Sales Rules.
When paying with a Gift Code, a payment receipt specifying the amount debited from the Gift Card is sent to the User until the amount credited to the Gift Card is exhausted.
If the total of the Top-Up is greater than the balance of the Gift Code, the User will be able to pay for part of the product using the Gift Code and the rest using the payment method associated with the Authentication Method.
The same Gift Code can be associated simultaneously with several Means of Authentication allowing the payment of charging sessions for electric vehicle batteries.
However, several Gift Codes cannot be simultaneously associated with the same Means of Authentication.
The Gift Code is non-refundable and cannot be exchanged for its monetary value, cash, nor will it be possible to make an advance payment in cash for a portion of the balance credited to the Gift Code at the time of purchase.
In the event of a refund by the User for an order paid with a Gift Code, the Gift Code will be credited with the same amount.
4. Period of validity
The validity periods of the Gift Codes, which vary according to the offers, are indicated on the User's My Renault, My Dacia, My Alpine or Mobilize Charge account.
After the expiry of the validity period of a Gift Code, the User will no longer be able to use this Code, nor request a refund of the remaining balance. Therefore, the User must ensure that they use the Gift Code before its expiration date.
After the expiry of the Gift Code's validity period, the balance of the gift will no longer be valid.
5. Loss or Theft
RENAULT is under no obligation to replace lost or stolen Gift Codes.
6. RENAULT's right to terminate, cancel and refuse a
transaction
RENAULT may terminate these General Terms and Conditions of Sale or Special Terms and Conditions Gift Codes, cancel a Gift Code or refuse a transaction if there is reasonable doubt that the Gift Code in question is being used fraudulently, improperly or illegally, or that the General Terms and Conditions of Sale or Special Terms and Conditions for Gift Codes have been violated.
SPECIFIC CONDITIONS FOR SUBSCRIBING TO THE MOBILIZE CHARGE PASS SUBSCRIPTION
1. Purpose of the Special Terms and Conditions for Subscription to the MOBILIZE CHARGE PASS subscription
The purpose of these Specific Terms and Conditions for the MOBILIZE CHARGE PASS subscription is to provide a framework for the subscription to electric vehicle charging networks taken out via the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App, and are in addition to the
The User declares that he/she has read the specific terms and conditions of the MOBILIZE CHARGE PASS subscription before validating the subscription of the said subscription. Validation of the subscription therefore constitutes unrestricted or reserved acceptance of these Terms and Conditions specific to the MOBILIZE CHARGE PASS subscription.
The Specific Terms and Conditions for the MOBILIZE CHARGE PASS subscription are applicable to the subscription taken out for Charging in the countries permitted by the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App.
The specific terms and conditions for the MOBILIZE CHARGE PASS subscription are concluded for the duration of the subscription, until the warranties and obligations owed by RENAULT expire.
The General Terms and Conditions of Sale are also applicable to these Terms and Conditions.
2. The Mobilize Charge Pass subscription offer
Subscribing to a Mobilize Charge Pass subscription offer: "Mobilize Intense" allows you to benefit from preferential conditions that include access to networks of Compatible Charging Stations and preferential prices for electric vehicle charging.
The pricing conditions are available on the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App by clicking on the following link https://www.renault.fr/mobilize-services/charge-pass.html. They may be modified at any time, subject to prior notification to the User by e-mail at least two (2) weeks before their entry into force.
All applicable prices are valid including VAT and are indicated during the subscription process and before the start of the Top-up.
3. Subscription terms
The User can subscribe to the MOBILIZE CHARGE PASS subscription via the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App, for each of the Authentication Methods, according to the following terms:
A. The User already has a Means of Authentication
The monthly debit of his subscription is made by means of the payment card, which can be either one of those previously entered in the User profile, or a new payment card. In the absence of a card, the User is invited to redirect to his profile to fill in and save his payment card data.
Once the journey has been completed by the User and the subscription has been completed, a subscription confirmation is sent to the User in the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App and by email (email address associated with the User's account)
C. The User does not have a Means of Authentication
When the User does not have a Means of Authentication, he or she must download the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App, order and activate a Means of Authentication.
Once the User has completed the journey and the subscription has been completed, a confirmation of subscription and order of his/her Means of Authentication is sent to the User in My Renault, My Dacia or My Alpine App and by email.
4. Terms of Use
A. Subscriptions are non-transferable and are for personal use only and should only be used by the person who subscribes to the subscription ("User"). The User is only allowed to make one Top-Up at a time. Simultaneous top-ups are not permitted. Misuse of the Subscription is a violation of these Subscription Terms and the Terms of Use.
B. It is the User's responsibility to ensure that the payment card registered in his or her User account is valid, and that it has not been blocked or stopped. In the event that the payment card is not debitable, RENAULT reserves the right to temporarily suspend access to the Recharge until the balance of the undue payments has been paid in full.
C. The Compatible Charging Stations that are available through the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App are operated by charging station operators who are responsible for (i) ensuring the operation and maintenance of their charging stations; and (ii) provide accurate information regarding their charging stations. RENAULT cannot guarantee the functionality or availability of the charging stations or the accuracy of this information.
D. RENAULT reserves the right to refuse the subscription to a Mobilize Intense subscription if it does not comply with these Special General Terms and Conditions or the general terms and conditions of the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App, or if it has been passed in bad faith or for any other legitimate reason.
5. Right of withdrawal
The User has a right of withdrawal from his/her Mobilize Intense subscription, which he/she may exercise within fourteen (14) calendar days of taking out the said subscription.
The User who wishes to exercise their right of withdrawal relating to their Mobilize Charge Pass subscription can exercise it via the functionality available on the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine).
In the latter case, the User may use the Model Withdrawal Form in the appendix. It is not mandatory to use this form.
By subscribing to the subscription, the User expressly requests that the services related to the Recharge – in particular access to discounts on Recharges – start immediately.
If the User exercises his/her right of withdrawal within the legal period and a top-up has been made, he/she must refund the amount corresponding to the discounts used during this period.
The User acknowledges that he/she will lose his/her right of withdrawal only if the services are fully performed before the expiry of the fourteen (14) day period, in accordance with Article L221-25 of the Consumer Code.
6. Subscription Term, Termination
A. Duration
The subscription is taken out for an initial period of 1 month from the date of confirmation of the subscription, renewed by tacit agreement for the same period. The validity date of the subscription is indicated on the User's account on the My Renault, My Dacia, My Alpine and Mobilize Charge Application.
B. Termination by RENAULT
RENAULT may terminate these General Terms and Conditions of Sale or Special Terms and Conditions of Subscription to the Mobilize Intense Subscription, or cancel a subscription or refuse a transaction if RENAULT suspects that the subscription in question is being used fraudulently, improperly or illegally, or if RENAULT has reason to presume that the General Terms and Conditions or Special Terms and Conditions of subscription to the MOBILIZE CHARGE PASS subscription have been violated.
C. Termination by the User
The User may cancel their Mobilize "Intense" subscription at any time and may continue to have access to the Mobilize Charge Pass Service until the end of the current monthly period. Payments are non-refundable and RENAULT does not provide refunds or credits for periods of partial use.
To cancel the Mobilize "Intense" subscription, the User can use the cancellation feature available in the application corresponding to the User's vehicle brand (My Renault, My Dacia or My Alpine) or the Mobilize Charge App by going to the "Manage your Charge Pass" / "Details of your offer" menu, then following the instructions.
SAMPLE CANCELLATION/WITHDRAWAL FORM
(Complete and return this form only if you wish to cancel or withdraw from the contract)
Attn: RENAULT
Email:
I hereby notify you of my will to
(*) Remove unnecessary mentions
Consumer's name:
Consumer Email Address:
Date:
Signature of the consumer (only if this form is notified on paper)
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