Pretium CPO – Frequently Asked Questions (FAQ)
Frequently asked questions about Pretium CPO EV charging services including pricing, payments, RFID charging, reservations, contracts and privacy policies.
- What is Pretium CPO and what does the app do?
Pretium CPO is the charge point operations service provided by Pretium Synergy Ltd.. The Pretium CPO app allows you to find, access, and pay for EV charging on charge points operated or supported by Pretium Synergy Ltd.
When we own and operate the charge point:- Your charging contract for electricity is with Pretium Synergy Ltd.
- Your parking contract remains with the site host.
When we act as an agent for the host‑owned charge point:- Your contract for electricity and/or parking is with the Charge Point Host.
- Pretium Synergy Ltd. provides software platforms, payment processing, receipts, and customer support, but the Host remains your contractual counterparty.
- Do I need to be over 18 to use the app?Yes. You must be 18 or over to create an account and use the Services.
- Can I use an RFID card to start charging?Yes—where supported by a site, you can tap an RFID/charging key to start a session.Note: Pretium does not issue or sell RFID cards under these Terms. RFID cards sold via our website are governed by the Terms for Sale of Goods.
- How will I see the price before I start charging?The app shows the price per kWh and any time‑based, start, reservation, parking, or overstay fees. All prices are displayed clearly before you confirm a session.
- Are prices shown with VAT?All prices displayed in the app are shown ex‑VAT. VAT is added and clearly itemised on your invoice.
- Why might the final price differ from the initial estimate?The final cost depends on actual energy consumed, time‑based or overstay fees set by the Host, and reservation/no‑show rules.
- What fees can apply beyond energy cost?Possible fees include start fees, time‑based fees, reservation fees, overstay fees, and no‑show fees.
- What payment methods can I use?You can pay using wallet balance, saved card, Apple Pay / Google Pay, or invoice (business accounts).
- When are invoices due, and what if I pay late?Invoices are typically due within 15 days. Access may be suspended for non‑payment and late fees may apply.
- What if my saved payment method fails?We may retry the payment, request a new method, or issue an invoice.
- Can I reserve a charger?Yes—where supported. Any reservation fee is shown before confirmation.
- What if I don’t show up or I overstay?Hosts may apply no‑show or overstay fees. Rules are shown in‑app and on‑site signage.
- Do I need to follow local parking rules?Yes, always follow on‑site signage and parking restrictions.
- Do I have a cooling‑off period?Consumers have 14 days to cancel. If you request service within this period, you pay for what is provided. Completed charging sessions cannot be cancelled.
- Are there product returns under these Terms?No. These Terms relate only to services. Goods are governed separately.
- How does Pretium use my personal data?We process personal data to provide services, process payments, prevent fraud, give support, and improve the platform.
- What are my privacy rights?You may request access, correction, deletion, restriction, objection, or portability.
- What if my phone or RFID card is lost or stolen?Contact support immediately so access can be blocked.
- Is the service always available?We aim for reliability but may modify or suspend features for maintenance, safety, or legal reasons.
- Will the Terms change?We may update the Terms and will notify you of material changes.
- How do I report a fault or get help?Contact support via https://pretiumsynergy.co.uk/gb/contact-us.
- Can I close my account?Yes. You remain responsible for outstanding charges.
- Why might my account be suspended or terminated?Reasons include non‑payment, fraud, misuse, safety concerns, or breach of Terms.
- What is Pretium responsible for—and what is limited?We do not limit liability unlawfully. Otherwise, we are not liable for indirect or consequential losses or events outside our control.
- What law applies and where can disputes be brought?English and Welsh law applies. Consumers in Scotland or Northern Ireland may bring proceedings locally.