General Questions

 

When will my package be activated?
Your SP.UP Package will be activated within 3 to 5 working days.
 
How do I use my package?
Download the SP App and P.UP App.

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Where can I view my credits and benefits?
All credits and freebies will automatically appear in their respective apps once you log in.
 
Can I cancel anytime?
Yes, all plans offer flexible cancellation with no extra fees. However, any monthly balance will not be refunded.
 
For Lite Plan’s 1-month no-contract package, customers will receive a full refund if unsatisfied within 30 days of sign-up
 
Can I upgrade my plan?
Yes, you can upgrade anytime to unlock more benefits.
 
Are the package credits shareable or transferable? (Answer to be added)

 

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P.UP Mobile Charging Concierge

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When can I book a charging session?
Bookings are available from 7:30 AM to 11:00 PM, subject to slot availability.
 

What days can I book?
Bookings are available 7 days a week, excluding public holidays.
 

Where can I charge?
You can charge anywhere in Singapore, as long as the car is parked legally.
 

Will my EV be washed, tire shined, and charged all at the same time? (Answer to be added)
 

Will I incur a parking fee for the mobile chargers to come to me? (Answer to be added)
 

What is the charging limit?
Charging is capped at 80% battery capacity.
 

How long does it take to charge?
A session typically takes a maximum of 1 hour.
 

When should I book a charging session?
Book when your battery is at approximately 30% capacity.
 

Can I change or cancel my booking?
Yes, cancellations are allowed up to 1 hour before your scheduled booking time.
 

How many bookings can I make per month?
Each package includes 2 complimentary bookings per month.
 

Can my family or friends use my app/package?
Yes, you can add multiple users to the app, but each package is tied to one vehicle.
 

Can I add other vehicles to my P.UP app?
Yes, you can add multiple cars. However, packages are non-transferable between vehicles.
 

Do you charge for parking fees?
The first $2 of parking fees are covered by P.UP. Any additional parking charges will be billed to you.
 

What if I need emergency charging?
Signing up for the 6- or 12-month plans entitles you to one free EV Rescue Service provided by P.UP.
 

How often do I get grooming services?
Enjoy monthly car washes and tire shines according to the plan you sign up for.
 

Can I top up for additional EV Rescue, Mobile charging, or car grooming? (Answer to be added)
 

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What if I need emergency charging?
Signing up for the 6- or 12-month plans entitles you to one time free EV Rescue Service provided by P.UP.
 

Can I cancel anytime?
Yes, all plans offer flexible cancellation with no extra fees. That said, any monthly balance will not be refunded. For Lite Plan’s 1 month no contract plan customers will receive a full refund if unsatisfied within 7 days of app.
 

How often do I get grooming services?
Enjoy monthly car washes and tire shines according to the plan you sign up for.
 

Can I top up for additional EV Rescue, Mobile charging or car grooming?
 

Can I upgrade my plan?
Yes, you can upgrade anytime to unlock more benefits.

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P.UP EV Rescue

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When should I activate P.UP Rescue?
Activate P.UP Rescue if your EV becomes incapacitated anywhere in Singapore, including Sentosa.
 

What are the service hours for P.UP Rescue?
Our emergency call center is available 24/7 through the P.UP app.
 

How long does it take for P.UP to reach me?
We aim to reach you within 90 minutes of your request.
 

How many free rescues are included in my package?
You are entitled to 2 free rescues per year.
 

Can I use P.UP Rescue after I’ve used my free rescues?
Yes, additional rescues will be charged at normal rates, or you can sign up for a P.UP Rescue membership.
 

Can the service be used in Malaysia?
Yes, both mobile charging sessions and P.UP EV Rescue are available in Malaysia. Local terms and conditions apply.

 

 

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SP Mobility (Fixed Charging)

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How fast can I get the charging credits upon sign up?

Your Package will be activated within 3-5 working days. You will receive an email from us once the package is activated.

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Where can I use my SP charging credits?

Your credits can be used at all publicly accessible SP Mobility-owned charge points. 

 

I already have an SP app account. Can I still purchase this plan, and will my charging credits be credited to my existing account?

Yes, you can purchase this plan. However, if you are an existing SP app user currently holding another charging credits plan, you may need to create a new SP account with a new email address, as each account can only hold one plan at a time. 

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Will my unused charging credits roll over to the next month?
No, it will not get rolled over. Charging credits will be freshly credited per month based on your selected plan.

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If I use mobile charging, will my charging credits get deducted?

No, if mobile charging is utlised, SP charging credits will not be deducted. (Example:.If you purchase the Lite Plan and you have used 1x mobile charging, your charging credits will not be deducted for that specific mobile charging session)

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What happens if I exceed my monthly charging credits?

Once you exceed your allocated charging credits, you will be automatically billed for any additional usage at the prevailing charger rate. (Example: If you purchased the Lite plan and have used 95kWh, and your current session is 10kWh, you will be charged for the extra 5kWh based on the charger’s rate.) 

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Can I use my charging credits for both AC and DC chargers? 

Yes, you can use your credits at both AC and DC charging points within the SP Mobility network. 

 

Can I redeem my SP app Charging rewards points while on a plan?

If you have earned points from previous charging sessions, you will only be able to redeem them after fully utilizing the charging credits from your subscribed plan.

 

Can I earn SP app points while on a plan?

No, you will not earn additional points while using your monthly charging credits. Loyalty points will only start accumulating once your plan’s charging credits are fully utilised.

 

Can I share my charging credits within the plan with another user?

No, charging credits on the SP app can only be used by the account that registered the plan.

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Why do I need to input credit card details upon charging credit activation?

Once you exceed your allocated charging credits, you will be automatically billed to this payment method for any additional usage at the prevailing charger rate. Similarly, idle fees will also be charged to this payment method.

 

 

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Zertona Car Grooming Services

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What does the Zertona Premium Polish package include?

Exterior: Low-alkaline wash, machine polishing, clay bar treatment, waxing, and tire shine.

Interior: Deep cleaning, vacuuming, window and leather care.

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What does the Zertona Signature Suite Ceramic Coating include?

Everything in the Premium Polish & Comfort Care package.

Zertona Armour Coatings for body, windshield, and rims for enhanced protection.

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How long does it take, and where can I do it?

- Zertona Premium Polish: ~4 hours.

- Zertona Signature Suite Ceramic Coating: Full-day service

(recommended sheltered area for coating to cure)

- Mobile service available at home or office (wash bay required).

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How can I book these services?

Services can be booked as an add-on when booking a mobile charge through the P.UP App.

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