Support Policy General Evology Support Services Policy Our Approach Parking should be simple. When you need help, we want getting support to be simple too. Our Customer Experience team is here to help with questions or problems relating to Evology, including bookings, payments, parking sessions, accounts and the use of our services. This policy explains what our support team can help with, how to contact us and what you can expect when you do. What We Can Help With Our Customer Experience team can help with most everyday Evology queries, including: parking bookings and pre-booked parking; Pay to Park parking sessions; Autopay; payments, receipts and transaction queries; refunds and payment adjustments; incorrect or missing vehicle registration details; account access and login problems; updating your account information; technical problems with the Evology app or website; promotional codes and offers; parking location information available through Evology; and general questions about how Evology works. If your issue sits outside Evology’s control, we’ll explain this and, where possible, point you in the right direction. How to Contact Us The quickest way to get help is through the Evology Help Centre. You can contact our Customer Experience team using: Help Centre: https://evologyparking.com/faqs/ Email: [email protected] WhatsApp: +44 7860 019528 Other support channels: https://evologyparking.com/contact/ To help us resolve your query quickly, please provide as much relevant information as possible. This should include, where applicable: your name; the email address linked to your Evology account; your vehicle registration; the parking location; the date and approximate time of parking; your booking or transaction reference; details of the problem; and screenshots or photographs where these help explain what has happened. Please never send us your full payment card number or card security code. When Our Support Team Is Available Our Customer Experience team is available: Support is available 24 hours a day, 7 days a week, 365 days a year. For anything requiring additional assistance, our Customer Experience team is available Monday to Friday, 9am–5pm. You can contact us outside these hours, and we’ll respond as soon as possible once the team is available. Some self-service features within Evology, WhatsApp and our Help Centre remain available outside our staffed support hours. Response Times We aim to respond to support queries as quickly as we can. Response times can vary depending on the nature of the issue and how busy our team is, but we aim to provide an initial response within: 48 hours Some queries can be resolved immediately. Others may require us to investigate a payment, speak to a car park operator or review technical information before we can give you a complete answer. If we need more time, we’ll keep you informed. Urgent Parking Issues We understand that some problems need quicker attention than others. This can include situations where: you are currently unable to enter or leave a car park; a barrier or access system is not working; you are experiencing a payment problem while trying to park; you believe there is a security issue with your Evology account; or another issue is preventing you from completing an active parking journey. Where a car park has its own on-site assistance or intercom, this may be the fastest way to resolve an immediate access issue. If you contact Evology, please make clear that the issue relates to an active parking session so we can prioritise it appropriately. Refunds Where appropriate, our Customer Experience team may be able to arrange refunds or payment adjustments. Whether a refund is available will depend on the circumstances, including: the type of parking product purchased; the terms applying to the booking or parking location; whether the parking session has already started or been used; whether the issue was caused by Evology, the car park operator or another party; and any applicable cancellation terms. We’ll explain the reason for our decision where a refund cannot be provided. Once a refund has been processed by Evology, the time it takes to appear in your account may depend on your bank or payment provider. Parking Charge Notices A Parking Charge Notice is different from a normal customer support issue. If you receive a parking charge, the notice itself will explain how to appeal or challenge it. Where enforcement is carried out by a car park operator or enforcement provider, Evology Customer Experience do not have the authority to cancel or adjudicate the notice. Our team can still help provide information relating to an Evology booking, payment or parking session where this may assist you with your appeal. Any appeal must normally be made through the process shown on the parking charge itself. Car Parks Operated by Other Organisations Evology provides parking technology and payment services across locations operated by a wide range of organisations. This means that, while you may have booked or paid for parking through Evology, Evology may not own or operate the car park itself. Certain matters may therefore remain the responsibility of the car park owner or operator, including: the condition or maintenance of the car park; lighting and security; opening and closing times; barriers or physical access equipment; parking restrictions; disabled bays or other parking facilities; enforcement decisions; and incidents involving vehicles or property within the car park. Where another organisation is better placed to help, we’ll explain this and provide relevant contact information where we reasonably can. Technical Problems and Service Availability We work hard to keep Evology available and running smoothly, but like any digital service there may occasionally be technical problems or periods of maintenance. If the Evology app or website is unavailable, you should check the parking location for any alternative payment methods that may be available. These could include a payment kiosk, telephone payment service or another method displayed on the parking signage. Where a technical issue affects Evology, our team will investigate and work to restore the service as quickly as reasonably possible. Parking Information and Availability We aim to make the parking information shown through Evology as accurate and useful as possible. However, unless a specific booking expressly guarantees a space, using Evology does not necessarily guarantee that a parking space will be available when you arrive. Car park availability can change because of demand, closures, events, operational requirements or circumstances outside Evology’s control. Any location-specific parking restrictions and terms displayed at the car park remain important and should always be checked when you park. Account and Personal Information Our Customer Experience team can help with general account queries, including updating your details or accessing your account. Some requests relating to your personal data may need to be handled through our dedicated privacy process. This can include requests to: access personal data we hold about you; correct personal data; request deletion of your personal data; or exercise other rights under applicable data protection law. For information about how Evology uses personal information, please see our Privacy Policy. Treating Each Other Fairly We want every customer who contacts us to be treated with patience, respect and courtesy. We ask the same of customers when dealing with our team. We understand that parking problems can be frustrating, and raising a concern or disagreeing with a decision will never in itself affect the support you receive. However, abusive, threatening, discriminatory or persistently unreasonable behaviour towards our colleagues will not be accepted. Where necessary, we may restrict the way we communicate with someone whose behaviour makes it difficult for our team to provide support safely and effectively. When a Support Issue Becomes a Complaint Our support process is designed to resolve everyday questions and problems. If you have received a response from our Customer Experience team and believe we have handled the matter incorrectly or unfairly, you can ask us to formally review it under our Complaints Policy. A formal complaint should normally only be raised after our Customer Experience team has had the opportunity to resolve the original issue. Details of how to make a complaint can be found in our Evology Complaints Policy. Improving Evology Every conversation with our customers helps us understand where we can improve. We review customer contacts and feedback to identify recurring problems, improve our technology and make our services easier to use. Where something has gone wrong, our aim isn’t simply to resolve the individual issue — it’s also to understand whether we can prevent it happening again. About Evology Evology is a trading name of Parkingeye Ltd. Company number: 05134454 VAT number: 311 544 441 Registered office: 40 Eaton Avenue, Chorley, PR7 7NA Contact Customer Support: https://evologyparking.com/contact/ Help Centre: https://evologyparking.com/faqs/ Formal complaints: Contact | Evology Parking and select Complaints from the drop down list