Terms and Conditions of Fortum Charge & Drive

Valid from 2023-04-01

1. Welcome to Charge & Drive 

These are the terms and conditions ("Terms") of the contract governing the use of your Charge & Drive account and the Charge & Drive service which allows you to connect to charging stations to charge electric vehicles (“EV”) and related services ("Services"). By referring to "you" in these Terms, we mean both natural and legal persons. 

Please read these Terms carefully and contact us if you have any questions. By accessing or using our Services, you agree to be bound by these Terms. However, if anything in these Terms would limit your rights under mandatory laws, these Terms will not apply to that extent.  

Your contracting party 

Depending on which country app version you register with, these Terms form a contract between you and our local entity (listed below). Whenever these Terms refer to "we" or "Charge & Drive", reference is made to your contracting party below.

Fortum Charge & Drive Finland: 

The Services are offered by Fortum Markets Oy, business ID1852328‐0, established in Finland. Our address is Keilaniementie 1, 02150 Espoo, Finland with postal address PL 100, 00048 Fortum, Finland.  

Fortum Charge & Drive Sweden:  

The Services are offered by Fortum Markets AB, business ID 556549-0678, established in Sweden. Our address is Rättarvägen 3,16968 Solna, Sweden. 

Fortum Charge & Drive Norway: 

The Services are offered by Fortum Strøm AS, business ID982584027, established in Norway. Our address is Askekroken 11, 0277 Oslo, Norway, with postal address Postboks 184 Skøyen, NO-0212 Oslo. 

Assignment of the contract 

You are not allowed to transfer this contract or any of your rights or obligations to any third party without our prior written consent. If we change your contracting party, we will inform you of such a change, as explained in section 11 below. 

Customer service 

Should you have any inquiries related to our Services, you can reach us by contacting our customer service using the contact information on our website chargedrive.com. 

2. Our Services 

Our Services in brief 

Our Services enable you to charge your EV by connecting to charging stations operated by us or by our partners connected to the Charge & Drive charging network ("Charging Network"). By using the Charge & Drive mobile application (the “App”), you can register as an account holder to the Services, find available chargers, authenticate yourself to start a charging session, control the charging of your EV and pay for the charging. 

Charging Network 

Our Charging Network consists of charging stations operated by us or by our partners connected to the Charging Network, some of which are also fitted with Fortum Charge & Drive markings. We update our Charging Network regularly and you can view the available chargers in the App. We may also provide additional information on the chargers such as the type and connector of the charger. 

While we regularly check that the information on our Charging Network is correct, we rely on the information provided by our partners and on mobile data networks. Therefore, there may be occasions when all information is not up-to-date, information is missing, or you for instance would not see all features that are available. 

3. How to get started  

To create your Charge & Drive account, first you need to register to our Services. You can create your account by following the instructions in the App or on our website chargedrive.com. We may also use third-party authentication services for registration to our Services. You must be at least 18 years old to register an account to use our Services. 

To register to our Services, you need to provide personal information, such as your email address. Depending on the Services you use, you may also need to provide other personal information or additional payment information. Upon registration, we may also perform a credit check depending on your chosen payment method.  

We use the personal information you provide in accordance with our privacy policy, which you can find on our website. 

4. How to use our Services 

Our Services can be used with charging stations connected to our Charging Network. You can view the available chargers in the App. 

Charging your EV 

To charge your EV, you need to authenticate yourself. We currently support the following authentication methods: 

The available authentication methods can vary depending on the country where the Services are used, the charging station operator and the charging hardware. 

We may introduce new authentication methods or remove any existing methods from the Services. If we remove any existing authentication method, we will inform you of such a change before it becomes effective, as explained in section 11 below. 

To charge, you need to connect your EV to the charger according to the instructions provided at the charging station or in the App, as well as the operating instructions of your EV.  

During the charging session, you can follow the progress of the charging from the charging station or in the App. You can complete the charging session any time in accordance with the instructions provided at the charging station or in the App. Depending on the charger, the charging may also automatically end once your EV’s battery is fully charged. 

Pricing and payment  

We offer different charging services with varying features and pricing through our Services. The price for charging can vary, e.g., depending on the time of day and the basis for pricing (time, kWh, start-up fee, or combination thereof). We may also provide customer-specific prices, e.g., based on additional Services such as charging subscriptions, or membership or loyalty program benefits. Please note that the specific terms concerning pricing and payment referred to in these Terms may apply to only part of our Services. 

Currently there are no mandatory monthly or other recurring fees for the use of our Services. However, we may introduce monthly membership fees to the Services in the future. If we choose to introduce mandatory monthly membership fees, we will inform you of such a change, as explained in section 11 below. 

Depending on the pricing method used at the charging station, the charging fee payable for the charging session is based on: 

Prices may vary depending on the charging operator and the charging station. You can see the price currently applicable to you in the App before initiating charging. The final charging fee will be calculated when you have completed the charging session. 

Charging an EV is dependent on several factors, such as the technical specifications of your EV, the battery charge level, capacity, ambient weather and temperature, the charging station, and all these will affect the charging session and the final charging fee. 

By accepting these Terms, you accept that we will debit you the charging fee for each charging session, including applicable taxes and service charges. You also accept that we have the right to charge interest on any late payments and, where relevant, a collection fee. 

The final charging fee is debited to you based on your chosen payment method. The available payment methods can vary depending on the country where the Services are used. You can find the payment methods available in your region in the App. 

We may introduce new payment methods or remove any existing methods from the Services. We may also introduce ad-hoc charging options, such as a QR code, for initiating charging sessions without registering an account. We may introduce or remove such ad-hoc charging options from the Services at any time without prior notification. 

If you have prepaid balance on your account, the final charging fee will be debited from the available balance, unless you select another payment method in the App. However, the possibility to pay with prepaid balance may not be available at all charging stations. 

By using our Services, you accept that when you start a charging session, we will make a reservation of a preset amount until the charging session is completed. The amount of reservation per charging session, depending on your currency, is currently EUR 50, SEK 500 or NOK 500. We may change the amount of the reservation payment at any time without prior notification. 

The reservation will be removed after the charging session has been completed and the charging fee has been paid successfully. Regardless of the reservation amount, you will not be finally debited more than the charging fee of the charging session. 

You can view information on your charging sessions on your Charge & Drive account in the App, where you can also find period-specific reports on your activity. We will retain the information on your charging sessions on your account for at least 12 months. 

5. Your responsibilities  

Your responsibility as the account holder 

As the account holder you are responsible for all charging sessions and other transactions performed under your account. As an example, if you have ordered several charging keys to be used by your family members or co-workers or have given any third-parties access to your account through the App, you are responsible to us for all charging fees and other payments resulting from their use of the Services.  

Information on your account 

It is your responsibility to ensure that the information registered to your user account is accurate. If any of your information changes, you need to update your information to ensure that we can reach you and you can continue using our Services. 

Payments 

It is your responsibility to ensure that your payment information in the App is correct at all times. This includes ensuring that your chosen payment method is valid, it has a sufficient balance and that it is not blocked.  

If you fail to pay a charging fee or if your payment method or related information is not valid, we may suspend your use of our Services or part of them without further notice. 

In case we are not be able to debit a charging fee from you, we may seek payment from you by other means, such as by separate invoice. 

If you have chosen to pay with invoice, we may debit a separate invoice fee for sending physical invoices. These fees are not applicable for digital payment methods or invoices. In the eventuality we choose to debit an invoicing fee for physical invoices, the fee will be as listed on the pricelist on our website chargedrive.com. 

Personal password 

You need your email address and your password to login to our Services. It is your responsibility to ensure that you choose a password unique to our Services, keep it secure, do not write it down so that third parties can understand what it is used for, and do not use your password in any other way that could allow others to gain access it. 

If you believe that unauthorized persons have gained access to or knowledge of your password, you must immediately change your password using the App and notify our customer service.  

Unauthorized use of the Services 

It is your responsibility to keep your account safe and protect it from any unauthorized use. You are responsible for any unauthorized use of the Services using your account. If you believe that unauthorized persons have gained access to the Services, you must immediately change your password using the App and notify our customer service.  

If your charging key is lost or stolen, you must deactivate the charging key immediately using the App. In case your mobile phone on which you have installed the App is lost or stolen, you must notify our customer service as soon as possible.  

You are fully responsible for any charging fees incurred prior to notifying us of the loss or theft of your charging key or your mobile phone. 

Charging 

It is your responsibility to ensure that a charging session begins and is completed correctly. To control charging, pay attention to the information and instructions visible on the charger and in the App, and always follow the operating instructions of your EV.  

It is your responsibility to ensure that your EV is compatible with the charging station and technically in condition to be charged. If you encounter any technical issues while charging, please contact the customer service of the charging station operator. 

Parking regulations 

Depending on the location of the charging station, specific parking restrictions and regulations may apply. It is your responsibility to ensure that you follow any parking regulations applicable at your chosen charging station. 

Updates to the App  

We may from time to time provide or make available updates to the App. You are responsible for downloading and installing any updates. Unless you install the updates, some functionalities or features in the App may not work correctly or may become disabled. We are not liable for any issues you may face due to a failure to install updates. 

We will provide updates at minimum for as long as mandated by the applicable laws. After such period, we may choose to discontinue providing updates or support for older versions. 

6. Your right to terminate the Services 

If you want to stop using our Services, you can terminate your use with one (1) months' notice period by using the App or by contacting our customer service. You can find the contact details of our customer service on our website chargedrive.com. 

7. Consumer's withdrawal right 

If you are a consumer, you have the right to withdraw from this contract within 14 days from the conclusion. Similarly, if you have ordered charging key or other goods from us, you have the right to cancel your order within 14 days of receipt. You do not need to specify any reason to use these rights.  

If you have requested provision of the Services before the 14-day withdrawal period has expired, you are required to pay reasonable compensation for the Services we have provided to fulfil the contract before your cancellation notification is made. 

Your withdrawal right does not apply to charging sessions, and you are fully liable for any charging fees incurred from charging sessions prior to the withdrawal. 

How to use your withdrawal right 

You can use your withdrawal right by contacting our customer service within the 14-day withdrawal period. You can contact our customer service using the contact information on our website chargedrive.com, use our withdrawal form or send us an email specifying your name, telephone number, and e-mail address, together with a clear statement that you wish to withdraw from the contract or a particular purchase. After we have received your withdrawal request, we will provide you a confirmation.  

If you have ordered charging keys from us and they have been registered to your account, you need to deactivate the charging keys from your account using the App prior to your withdrawal request. The charging keys do not contain any information about you and cannot be associated with you or your account after deactivation. To avoid any possibility of misuse, it is recommended also to cut the charging keys in half to ensure the RFID chip is permanently destroyed. Thereafter you can safely dispose of the charging keys as electronic waste.  

If you exercise your right of withdrawal from the contract, the Services will terminate. If you withdraw from specific purchase, such as purchase of a charging key, only such purchase will be terminated.  

8. Our right to suspend or terminate the Services  

We may restrict access to or suspend the Services at any time if it is necessary for our business operations, for example to reflect changes in applicable regulations, or if reasonably necessary due to circumstances beyond our reasonable control.  

We may terminate this contract in the following cases: 

9. In case of problems or disagreements  

Your rights  

We always try to offer you the best Services. Still, there may be times when you are not fully satisfied with our Services.  

Under these Terms and applicable laws, you are entitled to expect a certain quality from our Services and can rely on particular measures in case something goes wrong.  

If you are a consumer, nothing in these Terms limits your rights under applicable consumer protection laws.   

You may also be provided with specific warranty conditions that apply to some of our Services. If you are a consumer, such commercial guarantees never limit your rights under the consumer laws. 

Defective Services 

We are responsible for ensuring that our Services are provided in accordance with these Terms and the requirements under the laws. If you become aware of a defect or any other lack of conformity in our Services or the Charging Network, please contact our customer service or the charging station operator as soon as possible to give us an opportunity to fix the problem. 

Most of the charging stations in our Charging Network are operated by our partners. As we operate with this partner network, we cannot guarantee the working order or suitability of any charging station at any given time, including the compatibility of any charging station with your EV. Our partners are responsible for the working order and operation of their charging stations in our Charging Network. 

Due to the nature of electrical charging services and mobile networks, we cannot guarantee a continuous, fault-free Services, as electrical faults or other similar events may occur that require immediate maintenance of the charging stations. You should always observe the charging of your EV and abort the charging session if you notice anything out of the ordinary. 

Complaints  

If you wish to make a complaint for an incorrect charging fee or any other issue, you must notify us within 60 days of when the transaction became visible on your account. To make a complaint, please contact our customer service using the contact information on our website chargedrive.com. 

When making a complaint, please clearly indicate the type of issue you are reporting. If you do not make your complaint within this time, or do not indicate the issue to us in a sufficiently clear way even after our request, you lose your right to compensation, unless otherwise provided under the applicable laws. 

After we have received your complaint, we will do our review of the issue together with a technical investigation, when necessary. We will then inform you of the result of our review and reasons for why we consider the complaint either justified or unfounded. In case of a justified complaint concerning any incorrect charging fees, we will compensate you the incorrectly debited amount without delay. 

Settling disputes, governing law, and courts 

We try to resolve all complaints and disputes in an amicable matter. If you face problems with our Services, please contact us and we will do our best to assist you in solving the problem. If we cannot solve the problem or if you are dissatisfied with the way we have solved the matter, you have a right to submit the disagreement to a dispute resolution process. 

For consumers 

If you are a consumer, these Terms and your relationship with us is governed by the laws of the domicile of your contracting Charge & Drive party set out in section 1 above, without regard to its conflicts of law principles. Any dispute concerning these Terms shall be settled in the local courts of said domicile. If you reside in an EEA country, and mandatory laws require contracts to be governed by the local laws of your country or give you the right to bring disputes in your local courts, this paragraph does not limit your rights under those laws. 

If you are dissatisfied with our Services or the way we have tried to solve the problems you have raised, you may turn to alternative dispute resolution entities such as the Online Dispute Resolution (ODR) Platform (available at http://ec.europa.eu/odr) or to the Consumer Dispute Board. 

For business and organizationusers only 

If you are a business user or organization, these Terms and your relationship with us is governed by the laws of the domicile of your contracting Charge & Drive party set out in section 1 above, without regard to its conflicts of law principles. Any dispute concerning these Terms shall be settled in the local courts of said domicile. 

10. Liability  

If you are a consumer, your liability will never be more than what is provided under the applicable laws. 

All users 

We limit our liability to the fullest extent permitted under applicable laws, including consumer protection laws. We are not liable for any indirect or consequential loss or damage incurred by you in connection with the use of the Services, or for any costs or damages incurred to any third parties. These Terms do not limit our liability in case of loss caused by gross negligence or willful misconduct, or in case of death or personal injury. 

Further, we are not liable to you for any costs or damage caused by: 

For business and organization users only 

If you are a business or organization user, we are not liable to you for any: 

Our total liability arising out of or relating to these Terms is limited to the greater of (a) EUR 5,000 or (b) the charging fees you have paid during the preceding 12 months.  

Force Majeure 

We are not responsible for a failure to provide our Services, or damage or loss caused by any event which is beyond our control, which could not have been reasonably foreseen or avoided, and which cannot be reasonably overcome by us. These include, without limitation, failures or interruptions in electric power production, distribution, electronic communication, or unavailability of equipment or services from our partners, including those in our Charging Network and those providing payment, authentication, or other services required for our Services to operate properly. 

11. Changes to our Services 

We constantly seek to adapt our Services to demand. As EV charging is rapidly developing, we may need to change our Services to ensure they meet our quality standards, the requirements under the law, and to adapt them to the current business environment.  

Thus, we may change our Services if it is necessary for us to: 

Finally, we may change our Services if there is a special reason due to a substantial change in circumstances, renewal of outdated contractual or pricing arrangements, or implementation of measures necessary to save energy. 

To the extent we make any change to our Services beyond to what is necessary to keep it error-free and in conformity with our quality standards and the law, we will notify you of such change in the App and on our website chargedrive.com. 

If a change could negatively affect your ability to use our Services, or if we stop offering any Services altogether, we will give you reasonable advance notice of such change by email before it becomes effective, together with information on your right to terminate the Services if the change has more than a minor negative impact for your ability to use the Services. 

12. Changes to these Terms 

We may also need to update these Terms to reflect changes in our Services or how we do business, for example when we add new Services, features, technologies, pricing, or benefits. We may also need to update these Terms for legal or security reasons, or to prevent abuse or harm. 

If we materially change these Terms, we will inform you of such changes by email at least one (1) month before they become effective. If you do not agree with the changes to these Terms, you can terminate the Services using the App orby contacting our customer service. 

The Terms and Conditions valid until 2023-03-30 can be read here:

Under the name Fortum Charge & Drive, Fortum Markets AS offers motorists access to equipment and services associated with charging electric vehicles, including invoicing solutions and payment services.

"Customer" refers to both legal and natural persons. If the Customer is a legal person, the Customer is fully responsible for ensuring that the individual users to whom the Customer gives access to the Service comply with all the terms and conditions for Fortum Charge & Drive when using the Service. The Service may include provisions around, and the use of, RFID charging chip/charging chip as an alternative means of connecting to the Service, if the Customer orders this.

Fortum Charge & Drive's Services can only be used at charging stations that are connected to the Fortum Charge & Drive network or at charging stations operated by the company's partners. The charging stations made available in the Service are visible in the Fortum Charge & Drive mobile application, and equipped with Fortum Charge & Drive profiling and/or instruction marks.

The subscription agreement is subject to Norwegian law, and applies only to the extent that Norwegian non-derogable legislation does not otherwise result.

1. Connection to the Service

Connection to the Service takes place via SMS, RFID charging chip or via the Charge & Drive mobile application.

2. Cancellation period and right of cancellation

If you as a customer act as a private person, you have the right to terminate the Subscription Agreement (right of withdrawal) by giving written notice to Fortum Markets AS within 14 days of entering into the Subscription Agreement, cf. Section 11 of the Right of Cancellation Act. A subscription agreement on charging entered into via SMS is deemed to have been entered into when the Customer has received confirmation of arrival and acceptance of the SMS subscription. A subscription agreement entered into upon registration in our application is considered concluded upon completed and confirmed registration in the application.

Exercising the right of withdrawal must take place in writing via post or e‐mail. The customer must send Fortum Markets AS full name, telephone number and e-mail address together with a clear statement describing the decision to terminate. The inquiry can be sent by e-mail to chargedrive.no@fortum.com or by post to Fortum Markets AS, PO Box 124, 1713 Grålum.

If the Customer has, by his own choice, started using the Service before the cancellation period has expired, the Customer must pay Fortum Markets As reasonable compensation for the Services provided in order to fulfill the agreement before the right of withdrawal was used. The customer may be charged costs for any return of products by post if this is relevant.

3. Registration for the service

To receive the right to use the Service, the Customer must identify himself either via SMS, RFID charging chip or mobile application.

Use of the Service via RFID or the mobile application requires registration to the Service by the Customer. Such registration takes place in Fortum Charge & Drive's mobile application, and requires the Customer to provide personal information to Fortum Markets AS, for example an email address, among other things to choose a password for the account for the mobile application. Additional personal data may be provided by the Customer after registration, e.g. if the Customer wants specific additional services. This could, for example, be name and address information to be able to receive RFID charging tags or payment information for the selected payment method so that a valid billing relationship can be established between Fortum Markets AS and the Customer, and so that the customer can purchase charging services through the Service. Use of the Service via SMS also requires the Customer to provide Fortum Markets with personal information, such as a mobile number. All use of personal data is described in more detail in Fortum's privacy policy applicable at all times.

It is the Customer's responsibility to ensure that the user information, including payment information, is always correctly registered in Fortum Charge & Drive's customer register. After registration, the Customer will receive a one-time registration code via email to confirm the account, after which the Customer will be able to access the Service. Fortum Markets AS is not responsible for incorrectly entered data during or after registration.

4. Payment

The customer, or another person who in the subscription agreement has assumed payment responsibility for the customer, must pay the subscription price and any fees in accordance with Fortum Markets AS current price list at all times.

Charges paid via a subscription to SMS are debited by the Customer's mobile operator on the Customer's mobile invoice. In addition, the mobile operator may charge the Customer for any SMS expenses (data communication fees). Charging that takes place via RFID card or the mobile application is debited from the Customer's payment card, or invoiced in arrears from Fortum Markets, if the latter option is offered to the Customer.

By accepting the conditions upon registration for the Service, the Customer accepts that Fortum Markets AS will debit the cost of the Service and any fees, including applicable taxes and duties.

The actual cost will be calculated once the charge is complete. The cost is made up of any fees and/or charging time, and/or consumption and pre-informed price. The price is available to the customer at the charging station or in the Fortum Charge & Drive mobile application. The charge is completed and terminated either by the system according to the Customer's instructions at the start or extension of the charge, or by the Customer at any time during the charge.

Information about the customer's transactions is visible in real time on the Fortum Charge & Drive account, which can be displayed on the mobile application. The period-specific reports for the account can be displayed at any time on the mobile application, and Fortum Markets AS keeps the information for at least 12 months.

For charging at charging stations in Norway, Customers who use RFID charging tags or the Charge & Drive App can choose to pay for charging services via an arrears invoice from Fortum Markets AS, or payment by payment card.

For charging at charging stations outside Norway, it is only possible to connect to the Service via a subscription linked to payment by payment card. Any prepaid credit can only be used at Fortum's Charge & Drive chargers in Norway.

The invoice is preferably sent by e-mail, unless otherwise agreed upon registration. With electronic invoice and AvtaleGiro, you get the bill sent to you electronically and it is paid automatically on the due date. Create an electronic invoice (eFaktura, e‐mail invoice or Digipost) and AvtaleGiro before you receive another invoice and you will not have to pay an invoice fee of NOK 39 per missing agreement.

If the Customer does not pay by the end of the payment deadline, a debt collection notice is sent with a new one payment deadline. In the event of delayed payment, Fortum Markets AS can claim covered costs and interest according to the Act on interest in case of late payment, etc.

5. The customer's responsibilities and obligations

It is the Customer's responsibility to ensure that charging is started and terminated correctly. To ensure that charging has started, the Customer is referred to the information that is visible at the charging station. Charging initiated via SMS does not begin until a confirmation is sent to the sender via SMS and the Customer has connected the vehicle to the charging station for charging according to the instructions.

Charging via an RFID charging tag or the mobile application starts when the Customer has connected the vehicle to the charging station according to the instructions, and has identified himself via RFID or the mobile application.

It is the Customer's responsibility to ensure that the vehicle has the right conditions to be able to charge at the charging station.

It is the Customer's responsibility to ensure that any registered payment card is valid, that the card has a sufficient balance and is not blocked. If debiting is not possible, Fortum Markets AS has the right to seek payment from the Customer in another way, for example by sending a separate invoice for the Customer's use of the Service.

It is the Customer's responsibility to ensure that their payment information on their Fortum Charge & Drive account is up to date and valid when attempting to purchase charging services through the Service. If the payment information is not correct, Fortum Markets AS has the right to close the Customer's account.

Fortum Markets As reserves the right to introduce monthly membership fees to the Service. If such fees are introduced, the Customer will be informed of such changes with 30 days' notice. When such fees are introduced, the Customer is responsible for paying the monthly membership fee until the membership is terminated. Fortum Markets AS has the right to immediately close a customer's account if the customer does not pay the invoice or card invoice on time. In the event of late payment, Fortum Markets AS reserves the right to charge interest for late payment, and any redemption fee.

The customer is himself responsible for checking and complying with parking regulations and other applicable regulations at the charging locations.

The customer is responsible for storing the RFID charging tag in a safe manner, so that it does not become abused by others. Misuse of the charging card is the Customer's responsibility and any loss that occurs in that connection must be covered by the Customer.

Loss of a card or suspicion of misuse must be reported to Fortum Markets AS as soon as possible. In the event of loss or damage to a charge card, Fortum Markets AS will block the charge card and issue a new one, for a fee of NOK 150.

6. Prices

Fortum Markets As offers its customers different charging services with varying functions and prices.

The current price of the charging service is available at the charging stations and/or in the mobile application. The price may vary from location to location, and may deviate from the basic price. Prices may therefore vary.

The price for charging via SMS is visible at the relevant charging station, or will be available to the Customer before the transaction starts.

7. Privacy

As part of offering our Services, Fortum Markets AS will process personal data about the individual user in accordance with the current regulations as set out in our privacy policy, where you can read more about your rights and how and for how long we store your data.

8. General conditions

● Responsibility for the personal password
When the Customer registers for the Service, the Customer provides the email address and a selected password to log into the account. Fortum Markets then sends the Customer a one-time registration code via email to confirm the account. The customer is responsible for keeping the password safe, not writing down the password so that third parties can understand what it is used for, and not using the password in a way that allows others to access information.

The customer must immediately inform Fortum Markets AS on telephone 21496910 if there is reason to believe that unauthorized persons have gained access to or knowledge of the password.


● Unauthorized use of the Service
The customer is responsible for unauthorized use of the Service under their control. The customer is obliged to immediately or as soon as possible notify Fortum Markets As if they believe that their account has been used by an unauthorized person or in an unauthorized manner. The best way to minimize any costs of such abuse is to call our customer service on tel. 21496910.

If the Fortum Charge & Drive RFID charging chip or the Customer's mobile phone with installed Fortum Charge & Drive mobile application is lost or stolen, the Customer must immediately (within two (2) days after being made aware of the loss or theft of the RFID charging chip or mobile phone ) contact Fortum Markets AS' customer service on tel. 21496910. If the Customer does not report the loss or theft of the charging chip or the mobile phone within the aforementioned deadline, the Customer will be responsible for any reported purchase transactions in their entirety.

● Complaints and investigation regarding Fortum Charge & Drive transactions
A Customer who wishes to complain about a transaction must notify Fortum Markets AS within 60 days from the date on which the relevant purchase transaction became available on the Customer's account. The complaint must clearly state the type of error. If these guidelines are not complied with, the Customer will lose his right to the error investigation and correction, unless otherwise follows from preceptorial legislation. When a Customer submits a complaint, Fortum Markets AS must carry out a technical examination of the system or the charging station.

Complaints regarding incorrect charging costs are processed and determined by Fortum Markets AS. If and when a complaint is accepted, Fortum Markets AS shall compensate the Customer for the amount without delay. If the complaint is rejected, Fortum Markets AS must inform the Customer of the result of the investigation of the complaint and justify Fortum's position in the matter.

● Changes to the Services or the Terms
Both parties are aware that the charging industry and the electric car market are developing rapidly. Fortum Markets AS therefore reserves the right to change these terms and conditions in order to adapt the operation of the Fortum Charge & Drive service or the terms to new or changed technologies, devices, standards, legislation, guidelines or to appropriate technical changes, information security, administration, business, operation or other relevant procedures. The customer must be informed of such changes with 30 days' notice on the website www.fortum.no.

Changes do not have retroactive effect. The terms and conditions must always be dated with the date they entered into force. If the Customer does not accept the changes to the terms, the Customer has the right to terminate the agreement.

● Termination of membership
The customer can cancel his subscription with 30 days' notice. The termination must be in writing via post or e-mail. The customer must send Fortum Markets AS full name, telephone number and e-mail address together with a clear statement describing the decision to terminate. E-mail can be sent to or Fortum Markets AS, PO Box 124, 1713 Grålum.

The customer must receive written confirmation within 14 days that the termination has been registered and when the last charge date and settlement will be. If the above information is not received within 14 days of the notice being delivered, the Customer must contact Fortum Markets AS themselves.

Fortum Markets AS has the right to block the subscription for a certain period of time or terminate it The subscription agreement with immediate effect if the Customer defaults on the agreement. The customer will receive a warning, and the subscription will be blocked if the customer does not remedy the situation within a reasonable time. Among other things, the following are considered significant breaches:

- The customer does not fulfill his payment obligations
- The customer uses the Service in violation of this agreement, or the obligations they have to Fortum Markets AS
- Fortum Markets As has reason to suspect that the Service is being misused.
- It is the Customer's responsibility to cancel the membership if the Service is not to be used, if the vehicle is sold or temporarily out of use, etc.

9. Liability and limitation of liability for Fortum Markets AS

The various top-up offers offered by Fortum Markets AS may have separate warranty conditions. In addition to the seller's product guarantee which is specified in product-specific guarantee conditions, other prescriptive legislation for the protection of consumers may apply in the event of any defects in Fortum Markets AS's products and Services.

Fortum Markets As is not responsible for damage, loss or unavailability of the Service if:
- The mobile phone network or related functions are not working
- The mobile phone operator has changed its telephone service so that payment via the Fortum Charge & Drive service is no longer possible.
- The service has been suspended for reasons that turn out to be wrong, but at the time of suspension Fortum Markets AS had reason to believe that there was a basis for suspension
- Fortum Charge & Drive RFID charging chip or the Customer's mobile phone is lost or stolen and misused by another person

Fortum Markets AS is not responsible for the Customer parking his vehicle in accordance with the law, regulations or private parking rules laid down by public or municipal agencies, or private actors (including partner companies).

Fortum Markets AS is not responsible for damage or loss caused by legislation, official action or administrative decisions, war, sabotage, neglect or delay in delivery, telephone connections or other traffic and communication connections and transport, strikes, boycotts or similar conditions beyond the control of Fortum Markets AS. The reservation about strikes, boycotts and blockades also applies if Fortum Markets AS is subject to the aforementioned actions.

Fortum Markets AS cannot guarantee immediate availability of the Customer's choice of charger if access is limited.

Any damages or losses that occur under other circumstances will not be reimbursed by Fortum Markets As. Fortum Markets As is not responsible in relation to the Customer for indirect damages, such as loss of income or damage to the relationship between the Customer and a third party, except if the loss is due to negligence, gross negligence or intent on the part of Fortum Markets AS, and never in excess of what the Customer is entitled to on in accordance with legislation.

10. Disputes

Disputes between the Customer and Fortum Markets AS must be resolved amicably. If this does not result, each of the parties can bring the dispute before the ordinary courts. Fortum Markets AS Telephone customer service 21496910, email customer service Chargedrive.no@fortum.com, website fortum.no