Frequently asked questions about refueling

How do I get the money back after a fueling mistake?

If you did not select a pump or selected the wrong one when paying cash to refuel, and returned the nozzle, the refueling process will be aborted. 

After a short wait, a barcode voucher for the amount paid will print out automatically. This can only be redeemed directly using the scanner at the machine. If refueling is not possible with the voucher, a new one will be printed shortly afterward. 

The money will not be paid to you directly on site. Simply complete the Refund request form or e-mail us at hellonoSpam@volenergy.noSpamcom attaching the scanned-in (and easily legible) voucher. Do not forget to provide your bank details. The money will be refunded within two weeks.

The pump did not fill the full amount paid in the machine. How do I get back the outstanding amount?

After a short wait, the machine will print a voucher for the outstanding amount. This can only be redeemed at the issuing filling station. If you will not be passing this filling station in the foreseeable future, we recommend sending the original receipt to our Card Service Center either by post or by e-mail, attaching the scanned-in (and easily legible) voucher. Do not forget to provide your bank details. Refunds are normally made within two weeks.

Why is an amount of CHF 150.– always immediately deducted when paying by credit/EC card?

At outdoor fuel pumps, a pre-authorized amount of CHF 150.– is always taken as security for the bank, regardless of how much fuel you then purchase. This will show temporarily on your account as the bank does not yet know the actual amount paid. During clearing, the actual amount is debited from the account and the pre-authorized amount is deleted. A few days may elapse between authorization and clearing. Such authorization requests are not imposed by volenergy AG, but by the card issuers.

Why has my fuel card stopped working?

This may be because:

  • The magnetic strip on the fuel card is damaged. Please contact the Card Service.
  • The card reader at the fuel pump is faulty.
  • You have received a second reminder. The system has automatically blocked your card.
  • You have reached your monthly customer limit, resulting in an automatic block on your account.
  • You have reached your fuel card limit (default: CHF 800.– per month).

The legal form of our company has changed and it is now an AG/GmbH. How do I ensure that the name and address on the invoice is correct?

If you have transformed from a sole proprietorship to an AG/GmbH, you must first, for legal reasons, complete a new fuel card application in the name of the new company. Once we have successfully verified the details, we will rename the existing account.

Why do business customers have to pay a deposit?

In the Terms and Conditions of use for the fuel card, it states the following: We may request a security deposit depending on the outcome of the credit rating and HR checks. This is the case for companies registered for less than two years, or which do not fully meet other credit rating criteria.

What is the CHF 2.50 administration fee for?

The CHF 2.50 covers postage, administration, and material costs. Would you like to avoid this fee? Simply contact our Card Service and request an invoice by e-mail.

Did the machine swallow your bank or credit card?

Please provide us with your contact details, fuel card type (bp or volenergy fuel & more), filling station location, and the time of the incident. We will look into it and get back to you.