Customer Support

Help with ZapDock power bank rentals, payments, refunds and returns.

support@zapdock.co.uk

Can't find the answer? Our support team can investigate your rental, payment or return issue.

Power bank rental FAQs

Where can I return my power bank?

You can return it to a participating ZapDock station, not just the venue where you rented it. Check the locations map for return points and check the venue's opening hours before travelling.

The station is full or won't accept a return. What now?

Check the locations map for another participating station and confirm the venue's opening hours. If you cannot complete a return, contact support with the venue, time and your rental reference if available. Do not leave the power bank outside a station or hand it to venue staff without confirmation from support.

Contact support about a return

I've returned the power bank but still see a charge.

A pending card authorisation and a completed payment are different. Check the rental confirmation and whether your bank shows the amount as pending or completed. If something looks wrong, contact support with your rental reference, return venue and return time so we can investigate.

Ask us to check a charge

How do I query a payment or request a refund?

Tell us the amount, rental date, venue and whether the charge is pending or completed. Include your rental reference if you have it. We will review the rental and payment records before confirming the outcome. Do not include your full card number, security code or banking password.

Contact support about a payment

How can I check my rental price?

Refer to the pricing and terms shown when you started your rental. If the final payment looks different from what you expected, tell us the amount, rental date and venue so we can check the rental records.

Ask about a rental charge

I don't have a rental reference. Can you still help?

Yes, you can still contact us. Tell us the venue or station, approximate rental date and time, and what happened. For a payment query, include the amount and whether it is pending or completed. A rental reference is useful if you have one, but it is not required to send a support request.

The power bank didn't release or isn't charging.

Contact support with the station or venue, the approximate time and what happened. If you have a rental reference, include it. Stop using a power bank that appears damaged; do not force open the station.

Report a power bank or station issue

I've lost the power bank. What should I do?

Contact support as soon as you can, with your rental reference if available. We will check the rental and explain the next steps and any charges shown in the terms accepted for that rental.

How do I make a complaint?

Tell us what happened, when it happened and what outcome you are looking for. Your request goes to the ZapDock support team, separately from venue partnership enquiries.

Contact support with a complaint

Contact Support

Full name

Email address

What can we help with?

What happened?

Include the venue and approximate date or time, if you know them.

Rental details (optional)

Rental reference

Venue / station

Rental date

Please don't include your full card number, security code or banking password.

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