How can we help?
How do I book a charging session?
Download the app, browse chargers near you, select an available time slot, and book instantly. You will receive confirmation and host contact details immediately.
What if the charger is not working?
Contact your host directly through the app messaging. If unresolved, email neighbourcharge@shack.solutions and we will help resolve the issue and process a full refund if necessary.
How do payments work?
Payment is processed securely when you book. Funds are held until the session completes successfully, then released to the host. You only pay for electricity used.
Can I cancel a booking?
Yes. Free cancellation up to 24 hours before your session. Cancellations within 24 hours may incur a fee per the host cancellation policy shown at booking.
How does the £5M insurance work?
Every charging session is covered by comprehensive liability insurance protecting both drivers and hosts. Coverage includes property damage, personal injury, and equipment protection.