General Terms and Conditions for Audi e-tron Charging Service
1. Audi e-tron Charging Service
1.1. Under these general terms and conditions (“GTC”) Digital Charging Solutions GmbH, Brunnenstraße 19-21, 10119 Berlin, Germany (“DCS”) provides the customer with information services and access technology to charging infrastructure for Audi branded electric and plug-in hybrid vehicles under the designation “e-tron Charging Service” (“e-tron Charging Service”). As a prerequisite for the use of the e-tron Charging Service it is necessary to have a free of charge myAudi Account. The use of the term “customer” in these GTC refers to persons of all genders.
1.2. The latest version of these GTC and the latest information on the available tariffs can be found at, downloaded and printed from the website www.e-tron.charging-service.audi/web/audi-gb/tariffs. Changes to these general terms and conditions of business, an e-tron Charging Service contract concluded on that basis as well as any changes in the tariff agreed with the customer due to changes in the law, changes in case law or market conditions will be notified to the customer via the email address provided by the customer in accordance with section 2.2 in text form with explicit reference to the relevant changes. These changes will become effective if the customer does not object to them within a period of one month after receiving notification. DCS will notify the customer of these legal consequences at the start of this period. The proceeding set out above also applies to changes of the tariff agreed on with the customer.
1.3. DCS works together with operators of charging stations (each an ”e-tron Charging Service Partner” or "e-tron Charging Third Party", see section 1.4). The charging stations of the e-tron Charging Service Partners and e-tron Charging Third Parties are separately displayed at www.e-tron.charging-service.audi/web/audi-gb/map, in the myAudi app provided by Audi AG as well as via further channels (in the following “Frontends”) and are highlighted to differentiate them from other charging stations that are not part of the available network of charging stations. Partly, this information can only be accessed by logging in to members areas.
1.4. The e-tron Charging Service comprises
a) the displaying of e-tron Charging Service Partner and e-tron Charging Third Party charging stations (in the form of static information) and certain information concerning the use of these e-tron Charging Service Partner and e-tron Charging Third Party charging stations (such as availability and prices in the form of dynamic information) in the front ends.
b) charging at e-tron Charging Service Partner charging stations after authentication (see section 6.1) together with monthly invoicing including a detailed overview of all charging processes, i.e. in this case DCS is the contracting party of the customer.
c) the mediation of charging at e-tron Charging Third Party charging stations after authentication (see section 6.1) together with monthly invoicing including a detailed overview of all charging processes for and on behalf of the e-tron Charging Third Party, i.e. in this case the e-tron Charging Third Party is the contracting party of the customer (see section 10).
1.5. Details on the e-tron Charging Service and the use of the service is described at www.e-tron.charging-service.audi/web/audi-gb/getting-started.
1.6. Currently, Germany does not guarantee nationwide coverage with charging and billing solutions conforming to calibration law by charging station operators. In our service, we use data provided by charging station operators. In some cases this may lead to deviations in charging and billing amounts, among other things. Please get in touch if you have any questions.
2. Contract conclusion and ordering
2.1. The customer can order the e-tron Charging Service at www.e-tron.charging-service.audi. The version of the GTC that the customer has expressly accepted when ordering the e-tron Charging Service (as such version may be amended from time to time pursuant to section 1.2 above) applies. DCS may offer the customer additional services, for example special conditions for accessing charging stations or accessing charging stations from third party charge point operators (“Packages”). The provisions of these GTC apply accordingly for such Packages.
2.2. Customers having an “myAudi” account can register for the e-tron Charging Service at www.e-tron.charging-service.audi by submitting their address and payment details. This data can be corrected or updated at a later date in the customer account area or through customer service. Customers who have not yet registered for a free of charge “myAudi” account must set-up such account before registering for the e-tron Charging Service.
2.3. All information submitted in the customer account area, such as payment information, address details and email addresses, is automatically protected by means of modern encryption methods, e.g. the SSL protocol (Secure Sockets Layer).
2.4. Payment must be done by credit card or any further payment methods offered to the e-tron Charging Service customer during the registration process. Subject to sufficient creditworthiness, business clients also have the opportunity to pay by bank transfer on the basis of issued invoices. To do so, the business client must apply for the invoice payment and send a copy of a commercial register excerpt or similar official credentials to DCS. The request for the invoice payment can be made during the registration process or by contacting the customer service.
2.5. Offer and conclusion of an e-tron Charging Service contract
DCS submits a binding offer for the provisions of the e-tron Charging Service. Once the customer who has an “myAudi” account has registered for the e-tron Charging Service customer account and expressly accepted the GTC, the e-tron Charging Service can be ordered. The order process is also described at www.e-tron.charging-service.audi.
a) The customer may correct any input errors by clicking “back” during the registration process and correcting the input. Before confirming his order, the customer is notably provided with information on the prices applicable to the e-tron Charging Service.
b) After completing the e-tron Charging Service order process, the customer receives an order confirmation by email together with information on the respective tariff, the GTC as accepted by the customer and the information on his or her right of withdrawal (see section 2.7).
c) The e-tron Charging Service contract is concluded upon completion of the order process.
d) The content of the e-tron Charging Service contract is stored by DCS and can be retrieved or saved by the customer on www.e-tron.charging-service.audi in the e-tron Charging Service customer account area.
The e-tron Charging Service contract is concluded in the English language. Translations of these GTC in other languages are for informational purposes only and are not legally binding.
2.7. Right to withdraw from the contract
The customer has the right to withdraw from the e-tron Charging Service contract within a period of fourteen days if he or she is a consumer.
The customer is hereby informed of his or her right of withdrawal as follows:
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period shall expire 14 days after the date of conclusion of the contract.
To exercise your right of withdrawal, you must inform us (Digital Charging Solutions GmbH, Brunnenstraße 19-21, 10119 Berlin, Germany, Tel: +44 (0) 1513173044, E-Mail: firstname.lastname@example.org) of your decision to withdraw from this contract by means of an unequivocal statement (e.g. a letter, fax or email). You may use the attached model withdrawal form (Exhibit 1); but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
If you requested to begin the performance of services or the supply of electricity during the withdrawal period, you shall pay us an amount which is in proportion to what has been provided until you have communicated us your withdrawal from this contract, in comparison with the full coverage of the contract.
(End of information on the right of withdrawal)
3. e-tron Charging Service card: Activation and deactivation of the e-tron Charging Service card
3.1. In order to use the e-tron Charging Service most of the charging stations require an activated e-tron Charging Service card. If the customer does already have an e-tron Charging Service card, he can activate such card during the registration process. If not, DCS will send an e-tron Charging Service card for activation to the customer via mail. e-tron Charging Service cards are activated in the e-tron Charging Service customer account by entering the card number and confirming the details. The customer then receives a confirmation email. Activation of the e-tron Charging Service card can take up to 24 hours.
3.2. At some charging stations an authentication is only possible with the myAudi app provided by Audi AG, which is available in the Apple Inc. App Store or in the Google Play Store and contains a QR code reader. For the authentication it is required to login using the login-data.
3.3. DCS remains the owner of the e-tron Charging Service card. The customer must carefully store his or her e-tron Charging Service card and login information. The customer must notify DCS immediately of any loss or theft of the e-tron Charging Service card or the login information (see contact information under section 11). In addition, the customer may also contact the e-tron Charging Service Customer Service to deactivate the e-tron Charging Service card. The issuance of a replacement card may result in additional costs to the customer (see applicable prices at www.e-tron.charging-service.audi/web/audi-gb/tariffs).
4. Contractual term and validity
4.1. The transit tariff contract has a fixed term of 12 months and may be terminated by both parties with a notice period of two weeks to the end of the respective contract period. If the contract is not terminated on time, the contract period is extended by a further 12 month period. The termination notice can be given in the customer account area, by written notice or by e-mail; this does not affect the right to terminate the contract immediately for good reason.
4.2. The city tariff contract has an indefinite term and can be terminated by either party by giving one month’s notice starting from the end of the current month. The termination notice can be given in the customer account area, by written notice or by e-mail; this does not affect the right to terminate the contract immediately for good reason.
4.3. Once the contract is terminated the e-tron Charging Service card is no longer valid and will be blocked by DCS.
4.4. Different terms and notice periods may apply for additional packages which have been booked by the customer.
5. Use and availability of the e-tron Charging Service
5.1. The customer can obtain more information on the e-tron Charging Service and technical details on use and availability, including information on whether a charging station is operated by an e-tron Charging Service Partner or an e-tron Charging Third Party, at www.e-tron.charging-service.audi. DCS provides the services in the country of residence of the customer as well as in further countries in accordance with section 9 below.
5.2. In order to use the e-tron Charging Service in the best possible way, the presence of the myAudi app provided by Audi AG on a suitable mobile device or access to www.e-tron.charging-service.audi is required.
5.3. DCS strives to expand access to and use of public charging infrastructure through the e-tron Charging Service and to expand the group of e-tron Charging Service Partners and e-tron Charging Third Parties. DCS does not, however, make any representation or warranty with respect to the availability (proper functioning, availability of electricity or full charging) of and the customer does not have any right to demand access to particular charging stations and/or charging possibilities. There is, in particular, no entitlement to the retention of the same e-tron Charging Service Partner or e-tron Charging Third Party charging infrastructure.
5.4. DCS does not, subject to section 5.5, make any representation or warranty with respect to the actuality and/or correctness of static and/or dynamic information displayed via the Front Ends (see section 1.4 a), including but not limited to, information on charging stations and/or their availability. The customer, in particular, acknowledges that such information is provided by third parties (e.g. e-tron Charging Service Partners and e-tron Charging Third Parties). Irrespective of that fact DCS does verify the actuality and/or correctness of the information on a sample basis to continuously improve its service. The transmission of this information is also reliant on the reception of the mobile phone masts of the respective network operators and can be impaired by atmospheric conditions, topographical circumstances, vehicle position and obstacles in the vicinity (such as bridges and buildings etc.).
5.5. Depending on the agreed tariff the prices may vary depending on the charging station in use (see section 7.1). In such tariff system, the actual prices for the respective charging station are displayed to the customer at http://www.e-tron.charging-service.audi, provided that the customer is logged in with its login data. Deviating from section 5.4 DCS warrants the correctness of the displayed prices. Customers with such a tariff are obliged to inform themselves on the valid prices prior to starting the charging process. For the avoidance of doubt, for any charging at an e-tron Charging Third Party charging station only the prices agreed between customer and the e-tron Charging Third Party apply (see section 10.1).
5.6. The e-tron Charging Service offered under these GTC may only be used for charging vehicles of the brand Audi.
5.7. Customers may allow family members or their employees to use the e-tron Charging Service (esp. the e-tron Charging Service card) provided that the customer does not charge such use and that the e-tron Charging Service is only used to charge the customer’s own vehicle. Prior to such use, the customer has to inform the user on the proper handling of the charging stations. Any other use of the e-tron Charging Service by third parties requires the prior consent of DCS. The customer may not use the e-tron Charging Service for unlawful purposes or allow third parties to do so.
5.8. The customer shall strictly comply with the manuals of the vehicle to be charged and any used equipment or accessory (e.g. charging cable) as well as with any instructions and terms and conditions of the e-tron Charging Service Partners and e-tron Charging Third Parties displayed at the charging stations concerning the use of that charging stations. The use of charging cables or other equipment or accessory which (i) have not been certified in accordance with applicable laws and regulations (e.g. CE certification), (ii) are not approved for the respective car or by the respective e-tron Charging Service Partner or e-tron Charging Third Party according to the instructions displayed at the charging stations or (iii) are damaged is strictly prohibited.
5.9. Charging stations which display an alarm message or problem report or which obviously are damaged must not be used. Instead, the customer is kindly asked to inform DCS (see contact information under section 11).
5.10. The customer shall be liable for any culpably caused damages arising from the misuse or improper use of the e-tron Charging Service card respectively of the myAudi app as authentication device or from the misuse or improper use of the charging process in accordance with applicable law.
6. Charging process and authentication; maximum charging and idle time; disruptions
6.1. In general customers are authenticated at e-tron Charging Service Partner and e-tron Charging Third Party charging stations by means of the e-tron Charging Service card. At some charging stations, authentication is also possible or may require the use of the myAudi app provided by Audi AG. This applies particularly to the charging station with an intercharge-symbol. For each charging station, the available authentication methods are displayed in the myAudi app provided by Audi AG or at www.e-tron.charging-service.audi/web/audi-gb/map.
6.2. The maximum period of continuous connection at a single charging station may not exceed 24 hours, or in the case of DC charging (direct current charging) 4 hours, (maximum charging and idle time). In addition, the customer must vacate the public parking space as soon as the charging process is complete, or the maximum parking period has expired. Costs that might occur for DCS due to maximum charging or idle time and/or parking periods being exceeded, as well as costs for fines or towing services due to illegal parking, will be invoiced to the customer.
6.3. The customer acknowledges that disruptions to charging stations can arise due to force majeure, including strikes, lockouts and official directives as well as due to technical and other measures that must be carried out on the equipment in order for it to function correctly or in order to improve the service (e.g. maintenance, repairs, software updates to systems). Disruptions can also result from short-term capacity shortages due to peak usage.
6.4. To the extent disruptions and/or anomalies in the supply of electricity result from a disruption of the grid operations (including the link to the grid), DCS shall be released from its respective obligations under the e-tron Charging Service. This shall not apply, however, to the extent DCS interrupts the supply without justification. Upon request, DCS shall without undue delay provide the customer with information related to such damaging event and its causation to the extent DCS has such information or such information can be made available with reasonable efforts.
6.5. The charging process is in general carried out in the name and on account of DCS. In case the charging stations are operated by the following charge point operators, the charging process is carried out in the name and on account of the respective charge point operator (“Partner CPO”). When the customer charges at a charging station of a Partner CPO, then the customer enters into a contractual relation with the Partner CPO. The Partner CPO are displayed to the Customer in the myAudi app. The provision of this GTC apply accordingly for charging at a Partner CPO.
Partner CPO (Contractual partner)
- bp pulse (Chargemaster Ltd., Breckland, Linford Wood, MK14 6GY Milton Keynes, United Kingdom)
- Pod Point (Pod Point Ltd., 28-24 Banner Street, EC1Y8QE London, United Kingdom)
7. Fee; Pricing
7.1. The fee for e-tron Charging Service and the use of the services is determined by the respective agreed tariff and can generally be made up as follows:
a) a fixed monthly basic fee (dependent on the agreed tariff; in some tariffs, the monthly basic fee may already contain fees for usage (flat rate tariffs), and
b) payments based on actual usage for individual charging processes at e-tron Charging Service Partner and e-tron Charging Third Party charging stations.
Applicable prices for the respective tariff can be found on the price list, which can be viewed, saved and printed from the website www.e-tron.charging-service.audi/web/audi-gb/tariffs.
Depending on the agreed tariff the prices for individual charging processes (actual usage) may vary (variable tariff system). In such tariff system, the actual prices for a charging process for the respective charging station are displayed to the customer on www.e-tron.charging-service.audi, provided that the customer is logged in with its login data. For variable tariffs DCS is entitled to adjust the prices for the actual usage of a charging station with effect for the future. The actual prices will be displayed on www.e-tron.charging-service.audi/web/audi-gb/tariffs. Customers with such a tariff are obliged to inform themselves on the valid prices prior to starting the charging process.
For the avoidance of doubt, for any charging at an e-tron Charging Third Party charging station only the prices agreed between customer and the e-tron Charging Third Party apply (see section 10.1).
7.2. The monthly base fee will be charged only once the e-tron Charging Service contract is concluded or - in case of change to a tariff with monthly base fee - such change of tariff has been activated by DCS and then on a pro-rata basis for the remainder of the first month.
7.3. The payments based on actual usage will be charged for each charging process from its start (i.e. the plug is put into the charging point or the car) until its end (i.e. the plug is pulled from the charging point or the car) based on the currently valid prices in the respective country or at the respective charging station. More information on the prices for roaming can be found on the price list for the respective tariff under www.e-tron.charging-service.audi/web/audi-gb/tariffs. Charging processes will be charged as stated in the price list for the applicable tariff (e.g. on a minute basis for each commenced minute or per kW/h).
7.4. All prices include VAT. The information on the prices applicable in the respective tariff of the customer at the conclusion of the contract is sent to the customer by email (see section 2.5c).
7.5. In case there are prices displayed at any e-tron Charging Service Partner charging station, such prices can differ from the prices contractually agreed with the customer; only the prices agreed between customer and DCS apply. If a variable tariff system is applicable, DCS will charge the customer the prices (for the actual usage) as displayed for the respective charging station at the start of the charging process in the MyAudi app.
7.6. Prices when charging abroad (roaming) may differ from those quoted at the time the contract is concluded. The customer is obliged to inform themselves of the applicable terms before commencing a charging event abroad. An obligation to provide information and notification in accordance with section 1.2 of these GTC and the legal consequences provided therein do not apply in these cases.
7.7. When charging abroad, a different currency than the currency of Great Britain may be owed to DCS (foreign currency). In order to make the billing of foreign currencies as easy as possible for the customer, DCS is entitled to convert receivables in foreign currency into the currency of Great Britain and to demand this converted amount from the customer instead of the foreign currency. The conversion for a charging process in foreign currency is based on the Euro reference exchange rate of the European Central Bank at the end of the previous banking day before the charging process, which the customer can take note of at: https://www.ecb.europa.eu/stats/policy_and_exchange_rates/euro_reference_exchange_rates/html/index.en.html.
7.8. DCS reserves the right to lower prices for existing and/or new contracts in defined periods of time and for defined charging stations (see section 7.1b) (special offers).
7.9. A change of tariff requires an corresponding agreement between the parties; the customer can apply for a change of tariff via the internet on www.e-tron.charging-service.audi.
8. Invoicing and payment conditions
8.1. The customer can retrieve its monthly invoices via the e-tron Charging Service customer account at www.e-tron.charging-service.audi, which contains an itemised list of charging processes in the respective invoice period with information on the date, location and duration. The customer will be notified via e-mail if a new invoice is available.
8.2. Costs incurred per calendar month are charged via the payment method chosen during the registration process in the e-tron Charging Service customer account on the fourth working day of the following calendar month. Business clients paying on an invoice basis (see section 2.4) must transfer the amount within a period of 14 days after receipt of the invoice to the account stated on the invoice. While DCS strives to invoice the e-tron Charging Service normally in the following calendar month, DCS cannot guarantee this (e.g. because of late invoicing of e-tron Charging Service Partners to DCS or specific invocing instructions of e-tron Charging Third Parties to DCS).
8.3. The customer may only set off against DCS claims if the customer’s counterclaim is undisputed, based on a withdrawal of this contract or if a legally binding title exists. The customer may only withhold payments if this is based on claims resulting from the e-tron Charging Service contract.
8.4. If the customer is in default with payments, DCS is entitled to block the customer's use of e-tron Charging Service.
9. International Roaming
On the basis of the e-tron Charging Service contract the customer may use the e-tron Charging Service card respectively the myAudi app provided by Audi also in other countries as in the country of residence. The current list of countries is visible at www.e-tron.charging-service.audi/web/audi-gb/tariffs.
10. Charging at e-tron Charging Third Parties
10.1. The network of charging stations also includes charging stations of e-tron Charging Third Parties (see sections 1.3 and 1.4). If the customer uses an e-tron Charging Third Party charging station, the contract regarding the charging will be concluded between the customer and the e-tron Charging Third Party only. For any charging at an e-tron Charging Third Party charging station only the prices agreed between customer and the e-tron Charging Third Party apply, i.e. the prices offered by the e-tron Charging Third Party are accepted by the customer when charging.
10.2. For any charging at an e-tron Charging Third Party charging station DCS assumes invoicing and accounting for and on behalf of the e-tron Charging Third Party. In doing so DCS (i) sets out in the invoice the charging processes at an e-tron Charging Third Party charging station separately from the other charging processes, (ii) collects the invoice amounts in the name of the e-tron Charging Third Party and (iii) forwards these to the e-tron Charging Third Party.
For general questions on the e-tron Charging Service product, questions on invoices, customer contracts or e-tron Charging Service cards as well as for technical problems, particularly during the charging process, the customer may use the contact possibilities as set out under www.e-tron.charging-service.audi/web/audi-gb/imprint.
Statutory warranty provisions apply.
13.1. In the event of slight negligence, DCS is only liable if it has violated major contractual obligations (cardinal obligations) such as those which are deemed to be specifically imposed on DCS according to the content and purpose of the e-tron Charging Service contract or those whose fulfilment enables the proper execution of the e-tron Charging Service contract and compliance in which the customer may regularly trust. Such liability is limited to the typical damage that can be foreseen at the time of concluding the e-tron Charging Service contract.
13.2. The personal liability of the legal representatives, agents and employees of DCS for any damage resulting from their slight negligence is also limited to the extent described in the previous paragraph.
13.3. The liability of DCS in the event of malicious non-disclosure of a defect or resulting from the assumption of a guarantee or according to product liability laws remains unaffected. Liability restrictions do not apply in the event of malicious intent, gross negligence, death, bodily injury or damage to health.
13.4. DCS is not the operator of the charging stations and is not liable as an operator. The customer acknowledges in case of disruption or anomalies in the supply of electricity resulting from a disruption of the grid operations (including the link to the grid) there may be claims against the operator of the distribution network; DCS will upon request assign and transfer claims and rights against the operator of the distribution network relating to a damage of the customer.
14. Information concerning data protection
14.1. DCS takes the protection of the personal data of service users seriously and respects the privacy of the users when processing personal data.
14.2. Further information on data processing, data protection and data security can be found in the data protection notice.
15. Place of jurisdiction, mediation and applicable law
15.1. The e-tron Charging Service contract as well as any legal relationship based on these GTC are subject to the laws of Germany; the United Nations Convention on Contracts for the International Sale of Goods does not apply. If the customer is a consumer compulsory consumer protection regulations of the state in which the customer has his place of habitual residence precede over German law if they are more favourable to the customer.
15.2. The exclusive place of jurisdiction for all claims resulting from relationships with business owners or corporations under public law is Munich, Germany. If the customer is a consumer and has his place of residence or habitual residence in the European Economic Area (EEA) or in Switzerland, he may also bring a claim in the country of residence. Claims of DCS against a consumer can only be brought in the country of residence of the consumer.
15.3. The European Commission provides for an online dispute resolution platform which you can access here http://ec.europa.eu/consumers/odr/. If you would like to bring a matter to our attention please contact us.
15.4. DCS will not participate at dispute settlement proceedings in front of a consumer arbitration board and is not obliged to do so.
Last revision: February 2021
Exhibit 1: Model withdrawal form