FOR CHARGEPOINT OWNERS
Can I choose when the chargepoint is available for bookings?
You can set booking availability to be during the day, during the evening/overnight or at any time, and either on weekdays and/or weekends. You can also easily suspend your listing if you are going to be away or if the chargepoint is unavailable for some other reason.
How do I set a price for providing the service and can I change it?
You can set any price you like (it's often a per session flat rate) between £1 and £40 and change it subsequently via the ‘amend’ function on your Account page under the link ‘My listed chargepoint(s)’. Note that any new pricing will only apply to future bookings. You may also opt to specify a price charged by the hour if that suits you more as it can more accurately reflect the cost of providing the service to EV drivers. We add a small service charge to the fee plus a the small Stripe transaction fee. The Bookmycharge service fee is calculated at 10% for users with a chargepoint registered and 20% for those who do not have a unit registered.
How do I get paid for sessions booked on my chargepoint?
A. The user pays your fee through Bookmycharge and Bookmycharge then pays you on request.
How do I take money out of my Bookmycharge account?
Log into your Account and go to Transactions in the left menu. You will see the balance of funds available to you. You can request a withdrawal of fees earned after 2+ days have elapsed following the completion of a booking. This period allows for any issues to be reported. We will pay you via Paypal or, if you prefer, by bank transfer, within 2-3 working days. If you don't have a Paypal account, we will contact you about alternative options.
Can I suspend my chargepoint listing as and when I need to?
Yes, you log into your Account page, go to My listed chargepoint(s) and click 'Amend'. At the foot of the form you will see Active Y or N. Switch it to no and it will disappear from the map. However, you have to fulfil any accepted bookings in the future or you must cancel these.
Do I have to ‘meet and greet’ the user of my chargepoint?
You can if you want to, but we are not prescriptive about it. It is certainly a friendly way to do it and we would encourage it, but handle it exactly as you wish. You may choose not to interact at all, or you may not even be at home if you’re happy for the users to sort things out for themselves and have been clear about that in the instructions ahead of them arriving. On the other hand, some chargepoint owners will offer a cup of tea and happily chat about EVs!
Can I list more than one chargepoint that I own?
Yes, we’d be delighted if you did but if they are at the same location, please call or email us (01628 873444, 9am – 5.30pm, Monday to Friday, or email us via the contact us page or direct using email@example.com) so that we can set the geocoding to be slightly different within the postcode area, otherwise one pin will sit directly on top of another and not be visible. We are working on a fix for this.
Why don’t you advise people to list standard 13 amp household sockets?
The use of domestic power sockets to charge an EV can be fine but in some circumstances it could lead to overheating and damage (or even fire) if there are faults in the socket or the household wiring. Unlike those of us who have had an EV chargepoint fitted, and our household circuits looked at by the electricians who fit the chargepoint, the average person may live in a house with dodgy wiring. Therefore, we only advise dedicated chargepoints to be listed on Bookmycharge. If you arrive at a house and they only have a 13 amp socket available, they have registered incorrect information on the Bookmycharge site and we’d like you to let us know.
I need to cancel a booking that I’ve previously accepted; what do I do?
Owner cancellations are something we strongly discourage because doing so lets down a user who may have planned a trip which depends upon the booking, but we understand that unexpected events can mean you have no option but to cancel. The first thing you should do is make direct contact with the user as far in advance of the booking as possible, ideally by phone but also by email. If you cancel, Bookmycharge refunds the user in full and you will have the cost of the Bookmycharge fee element and its VAT debited on your account.
The user has cancelled a booking that I’ve previously accepted and has been paid for; what do I do?
A. Owners have to accept that a user's plans can change and that there may be cancellations. We ask users to contact you when cancelling so we hope you have heard from them. The cost (net of our fee and the Stripe transaction fee) will be refunded to them and the transaction will disappear from your transactions list. You don't have to take any action.
Can I book subsequent charges direct without going through Bookmycharge?
Well...we hope you won't do that as it wouldn't be in the spirit of the Bookmycharge service and what we're trying to do to help the EV community. If you do, it's worth bearing in mind that it will leave you without the protection structure and reassurance of the formal legal user agreements and the terms and conditions that Bookmycharge provides when you book through the Bookmycharge system.
What will the user of the chargepoint do while their car is charging?
You are not expected to entertain them and as described above, you may not even be there. Some may already be going on to a meeting nearby, for example. For those visitors just killing time, you could make suggestions, ideally in advance, such as walks, shopping, visiting a café or pub or attending a nearby event, all likely ways the charge time will be occupied. We encourage chargepoint owners to list some local options for activities during a charge and to provide a phone number for a local taxi firm or two.
The user of my chargepoint has arrived really early; what do I do?
From Bookmycharge's perspective, we would advise you that the licence for the booking session only covers the booked hours.
The user of my chargepoint is late back; what do I do?
Get in touch with them by phone. If you can't get hold of them, you do have a right under the terms of the booking licence agreement to have their car towed away if the user is more than an hour late and you have not been able to reach them, but obviously this is fairly drastic.
The person who booked did not turn up; what do I do?
You do not need to do anything as you will have been paid already, and the fee is not refundable to the booker in the event of a no-show.
What if the user parked badly and blocked my drive/access?
You need to contact them to resolve this and, if you wish, provide details as feedback to Bookmycharge. There is a 'File a complaint' link in the footer of the website.
I can’t log in; what do I do?
If you can't remember your password, please use the Forgotten your password link on the Sign in page. If it's something else, please call the lovely Bookmycharge support team on 0203 4113255 (9am – 5.30pm Monday to Friday) or email us via the contact us page or direct via firstname.lastname@example.org.
FOR CHARGEPOINT USERS
I’ve requested a booking but haven’t heard back from the chargepoint owner; what should I do?
The owner is reminded twice by email and a booking can only be confirmed by the owner responding. If there is no response within 48 hours a request will lapse automatically. You are then free to try again if you wish, or to try an alternative location for you charge.
How do I contact a chargepoint owner?
After the booking is confirmed and you have paid, you will be emailed their contact details.
How do I cancel a booking that I have made?
A. Log into your account and click the link ‘Bookings at Other Chargepoints’ and select the cancel option. If you cancel before you have paid, the booking request will simply be voided. If you cancel after you have paid you will be reimbursed the net cost of the booking fee (excluding the Bookmycharge fee element with its VAT and the Stripe transaction fee) within four to five working days.
How do I make a payment for a booking?
A. Log into your account and go the ‘Bookings at other chargepoints’ link. Bookmycharge payments are handled by Stripe and you can use your debit or credit card. Bookmycharge does not receive or store any of your card details.
How are Bookmycharge bookings costed?
Owners are free to set the price of providing the service at any level they wish within the bounds of reasonableness and common sense. EV owners are familiar with commercial charging rates at public chargepoints, so we expect figures to be broadly comparable.
How quickly can I make a booking?
You can make a booking right up to the time of the actual slot, but you must allow the owner to respond to confirm the booking email and you must pay before the Bookmycharge system sends you the email containing the precise chargepoint location and the owner’s contact details. If an owner has listed a chargepoint as being for 'instant booking', the session is immediately confirmed and does not needs to be confirmed.
I won't use all the hours covered by the reservation. Can I pay less or have some money back?
Unfortunately no. We have to keep the charging and booking structure simple at the moment while we understand how this community will develop.
I couldn't find the chargepoint location, can I have a refund?
Not unless the owner has given you the wrong information. Let us know if you can show they did.
I got to a chargepoint location and realised my car wasn't compatible. Can I have a refund?
Only if the owner has listed their chargepoint details inaccurately. Let us know if you think they have.
The owner is supposed to be at the house to let me in but isn't. What should I do?
If you are there now, you first need to contact the owner yourself to try to resolve it. If you try and can't reach them, and you can't receive the service as a result, go to the Bookmycharge Contact page and send us a message. We will investigate and if the owner is at fault, you will be refunded in full.
I couldn't receive the service because the chargepoint was broken. What should I do?
If you were unable to receive the service, go to the Bookmycharge Contact page and send us a message. We will investigate and if the owner is at fault, you will be refunded in full.
I can't charge because access to the chargepoint is blocked. What should I do?
If you are there now, you first need to contact the owner yourself to try to resolve it. If you try and can't reach them, and you can't receive the service as a result, go to the Bookmycharge File a Complaint link at the foot of the website and send us a message. We will investigate and if the owner is at fault, you will be refunded in full.
Why aren’t there any Bookmycharge listings in the area I’m going to?
It’s early days for EVs and for Bookmycharge so please let us know about any areas where there is a need and we’ll try to spread the word there and ask if there are chargepoint owners willing to list theirs. We can't strongarm people into doing this but in the spirit of EV ownership we hope there will be a positive response to a need expressed by fellow owners
What do I do while my car is charging?
It's entirely up to you but the first thing to do is ask the chargepoint owner. We encourage them to give users a basic idea of possible activities nearby to help their chargepoint users spend their charging time usefully or entertainingly. Of course, much depends how long you need to charge and where the chargepoint is and you might choose to take a stroll, go in a taxi to a local café or pub, or take the dog for a walk.
I have booked a nine hour slot but only need to charge for three hours, so can I leave my car in situ even when it’s not actually charging any longer?
Yes you can.
I have booked a four hour slot but I'm likely to be gone for six hours, so can I leave my car in situ even when it’s not actually charging any longer?
No, unless you have the owner's express permission to do so as they may need to use the space themselves or may have a follow-on booking.
How are Bookmycharge sessions costed?
A. The cost for each session combines a flat fee set by the owner (no VAT chargeable) plus the Stripe transaction fee (plus VAT) and Bookmycharge fees (plus VAT). Some chargers are listed as being by the hour, so you can say exactly how many hours you want to charge on the actual day/overnight. So you could book four hours, and use three, but you can't book four hours and use five without the owner's express agreement.
Is there a Bookmycharge mobile app?
Bookmycharge is designed to work well on smartphones or tablets but yes, we do offer apps for iOS and Android via the relevant app stores. If you don't want to install the app, it is possible to create a homepage link to the Bookmycharge website and enjoy the same functionality.
Can I contact the chargepoint owner ahead of the booked date for a charge?
Yes; the contact details are provided in the email you receive after you have paid for the booking.
Can I leave my car at the chargepoint all day or all night even after it's fully charged?
Yes but only for the duration of the booked session or, if beyond that, with the owner's express permission.
GENERAL SUPPORT FAQS
How do I contact Bookmycharge?
Call support on 0203 4113255 (9am – 5.30pm Monday to Friday) or email us via the contact us page or direct via email@example.com.
Looks like I’m not receiving emails from Bookmycharge.
It is possible that emails have been diverted to your junk folder, so in the first instance check there and mark the emails as not spam. There are known issues with Hotmail accounts. We can’t recover emails that have been junked by Hotmail but if you are not receiving them and cannot use an alternative email provider you should whitelist firstname.lastname@example.org to allow Bookmycharge emails through. Check the Junk folder and if email from Bookmycharge is in this folder, click Show content to view the body of the email. Click 'Mark as safe'. The Sender will now be added to your list of Safe senders. To manually add to safe list: Click options in the upper right corner of your Hotmail screen. In the body of the page under Junk e-mail click the link Safe and blocked senders. Click the link Safe senders. Enter the email address you want to whitelist (email@example.com). Click Add to list.
How do I change my password?
There is a change password function within your account admin page.
How do I delete my account?
There is a close account function within your account admin page.
Why do you need so much detail when I register?
To enable chargepoint owners and users to identify each other and to enable us to identify you when you contact us.
How does Bookmycharge make money?
We add a small percentage to the service fee set by the owner of the chargepoint.
Who owns Bookmycharge?
Bookmycharge is a privately owned, UK incorporated limited company. The founders are Jan Stannard and Jeremy Coulter.
Is Bookmycharge VAT registered?
Do you operate securely?
Where is Bookmycharge based?
In Maidenhead, England.
Can I contact Bookmycharge by telephone?
Yes; 0203 4113255 (9am-5.30pm Monday to Friday).