Help
Charges, holds and returns
A question about a MasBattery charge on your card? Here is how payment works, step by step. Your card statement shows MASBATTERY.COM, and the Stripe receipt is issued by Vispromask S.L., which operates the rental service.
How payment works
1. Hold
When you tap, a temporary hold is placed on your card. It is not a charge.
2. Use
Time is counted in started periods, at the price shown on the station screen before you confirm.
3. Return
Only the rental time is charged, and the rest of the hold is released automatically.
When does the hold disappear from my statement?
The hold is released as soon as you return the power bank. Depending on your bank, the released hold can take 3 to 10 working days to disappear from your statement. If it still shows after 10 working days, message us and we will check it.
If you did not return the power bank
If the power bank is not returned within the period shown on the station screen at the start of your rental, the system charges the replacement cost shown there, and the power bank is yours to keep. Still have it? Return it to any MasBattery station before that period ends, or message us and we will tell you where the nearest one is.
If something went wrong with a payment
If you paid and no power bank came out, the order is cancelled automatically and the full amount is refunded to your card; your bank shows it within 3 to 10 working days. If you think you were charged twice or charged incorrectly, send us the station number and the time of your rental, and we will check it and refund anything charged in error.
Frequently asked questions
What is MASBATTERY.COM on my card statement?
It is a MasBattery power bank rental. MasBattery is a brand of Vispromask S.L., which operates the rental service and issues the Stripe receipt.
Can I get a receipt?
Yes. Message us on WhatsApp or email hello@masbattery.com with the station number and the time of your rental, and we will send it.
The power bank does not charge my phone. What do I do?
Return it to any MasBattery station and rent another. Tell us through Help on the station screen or on WhatsApp, and we will put it right.
I could not return it because the station was full or not working.
Message us straight away with the station number and the time. We will check your rental and correct any charge that should not have happened.
When do you reply?
We answer during venue opening hours, on WhatsApp at +34 614 025 417 or by email at hello@masbattery.com. Help is also on every station screen.
