Last Updated: September 16, 2025
Terms of Service
These Terms of Service (“Terms”) apply to your access to and use of (a) the website located at www.ionna.com (or any successor links) and all associated web pages, websites, and social media pages (the “Site”) provided by IONNA LLC (“IONNA”, “we”, “our” or “us”) and other online services, and (b) any EV charging services (the “Charging Services”), including any Direct Current Fast Charging (DCFC) or High-Powered Charging (HPC) stations along with associated digital and energy products & services, built, owned and operated by IONNA (the “IONNA Charging Network”) and any charging station within the IONNA Charging Network (the “Rechargeries”) (together the Site, the Charging Services, the IONNA Charging Network and the Rechargeries, the “Services”).
BY AGREEING TO THESE TERMS, EXCEPT FOR (I) CERTAIN TYPES OF DISPUTES DESCRIBED IN SECTION 14, (II) WHERE YOU EXERCISE YOUR RIGHT TO OPT OUT OF ARBITRATION AS DESCRIBED IN SECTION 14, OR (III) TO THE EXTENT PROHIBITED BY LAW, DISPUTES BETWEEN YOU AND IONNA WILL BE RESOLVED SOLELY ON AN INDIVIDUAL BASIS AND NOT AS A CLASS ARBITRATION, CLASS ACTION, ANY OTHER KIND OF REPRESENTATIVE PROCEEDING, OR BY JURY TRIAL. These Terms have been carefully crafted based on our business, and you are free to reject them, but if you do, we unfortunately cannot agree to provide the Services to you. Accordingly, if you do not agree to these Terms, please do not use our Services.
We may indicate that different or additional terms, conditions, guidelines, policies, or rules apply in relation to some of our Services (“Supplemental Terms”). Any Supplemental Terms become part of your agreement with us if you use the applicable Services, and if there is a conflict between these Terms and the Supplemental Terms, the Supplemental Terms will control for that conflict.
We may make changes to these Terms. The “Last Updated” date above indicates when these Terms were last changed. If we make future changes, we may provide you with notice of such changes, such as by sending an email, providing a notice through our Services, or updating the date at the top of these Terms. Unless we say otherwise in our notice, the amended Terms will be effective immediately, and your continued use of our Services after we provide such notice will confirm your acceptance of the changes. If you do not agree to the amended Terms, you must immediately stop using our Services.
1 Eligibility and Use Restrictions
(a) Age. Users under 18 years of age (or the age of legal majority where the user lives) may only use our Services under the supervision of a parent or legal guardian who agrees to be bound by these Terms. The parent or legal guardian of a user under the age of 18 (or the age of legal majority) is fully responsible for the acts or omissions of such user in relation to our Services. If you are a parent or legal guardian and you believe that your child under the age of 18 is using our Services without your consent, please contact us at support@IONNA.com.
(b) Jurisdiction. You may only use our Services in jurisdictions authorized by IONNA. Use of our Services is currently authorized only in the United States.
(c) Use and Sharing. Unless otherwise agreed to by IONNA in writing, you agree not to directly or indirectly, sell, resell or otherwise share the Services with any third party. If you are using the Services on behalf of an entity, organization, or company, you represent and warrant that you have the authority to bind such organization to this Agreement and you agree to be bound by these Terms on behalf of such organization.
(d) In order to use certain aspects of the Services, you may be required register for and maintain an active account with IONNA (each, an “Account”). By creating an account, you represent and warrant (i) you are the person whose name and other information have been provided for the Account that you have or are creating, (ii) that your registration and your use of the Services is in compliance with any and all applicable laws and regulations. You agree to maintain accurate, complete, and up-to-date information in your Account. Your failure to maintain accurate, complete, and up-to-date Account information, including having an invalid or expired payment method on file, may result in additional fees and/or your inability to access or use the Services.
2 Charging Services
(a) Permitted Equipment. You agree to only use adapters that are designed for your vehicle, and sold or provided by the original equipment manufacturer of your vehicle, in each case solely in accordance with any specifications, guidelines, or instructions for use associated with such adapters. Your use of any other adapter with IONNA’s charging stations is strictly prohibited. You agree not to use any personally modified electric vehicles, chargers or other equipment in connection with the Charging Services. You agree to assume all liability arising out of your violation of this paragraph. Without limiting the foregoing, you agree to indemnify, defend, and hold IONNA harmless for any damage experienced by any party that is caused by such violation, and hereby release, acquit and forever discharge IONNA and its subsidiaries and affiliates, and each of its respective officers, directors, agents, partners, and employees from and against any and all claims, occurrences, actions, causes of action (whether at law or in equity), debts, damages, demands, offsets, payments, royalties, costs, attorney fees, obligations of every kind and nature, rights, liabilities, charges, expenses, contracts, promises, or agreements, direct or indirect, any claims for contribution or indemnity, and any claims for incidental or consequential loss or damage, in each case to the extent based on such violation.
(b) Credentials. In order to access the Services, you may be required to use a valid authentication method, which may include any physical or digital means used to identify, authenticate or authorize an Account or payment method, including physical tokens, mobile devices, key fobs, RFID devices, logins or other means, that are provided or approved by IONNA and linked to your Account or payment method (each, a “Credential”). You agree to keep your Credentials secure and to take all reasonable precautions to prevent loss, theft or unauthorized use of your Credentials. You agree to promptly notify IONNA if a Credential is lost, stolen or damaged. You will be solely responsible for any and all charges, fees or costs incurred through the use of the Credential, including any use by third parties whether authorized or unauthorized.
(c) Load Management. You agree that IONNA reserves the right to dynamically manage, reduce, or temporarily suspend power output from any charging station, and that IONNA may throttle, sequence, or otherwise limit power delivery to individual charging sessions. The foregoing actions may be taken for any reason in IONNA’s reasonable discretion including, without limitation, to ensure the stability and safety of the electrical grid, to comply with local utility requirements, during times of peak demand or grid emergencies, based on load balancing rules for vehicles sharing the same charging station, in circumstances where the cumulative electricity demand of all connected chargers approaches or exceeds site or grid capacity, in response to technical constraints, scheduled maintenance, or unanticipated system conditions (e.g., grid instability, utility curtailment requirements, or infrastructure faults), or based on user subscription type, state of charge, or other operational considerations. By using the Charging Services, you acknowledge that maximum charging speeds are not guaranteed and that output levels may be modified as circumstances dictate. You agree that IONNA will not be liable for any inconvenience or delay resulting from such actions.
(d) Site Rules. By accessing or using any Rechargery, you agree to abide by all posted signage, and all applicable rules of conduct including the current IONNA Site Rules. The following rules may vary depending on the applicable Rechargery. Please read all posted signage and the IONNA Site Rules for more detail.
(i) tampering with charging equipment, unplugging other vehicles, damaging site infrastructure, or using unauthorized vehicles or adapters is strictly prohibited;
(ii) charging spaces may be reserved for charging only;
(iii) when charging is complete, users may be required to expeditiously disconnect and move the vehicle from the charging space;
(iv) vehicles parked in charging spaces while not actively charging may be ticketed, towed, or subject to additional charges and fees (e.g. idle fees);
(v) the Rechargery may only be accessed during certain posted hours of operation; and
(vi) for the safety and security of customers, personnel, and property, surveillance cameras may be in use and video footage may be recorded at Rechargeries. By accessing or using a Rechargery or its associated parking area, you acknowledge and consent to the recording, retention, and use of CCTV footage as described in our Privacy Policy.
3 Your Information
You may provide certain information to IONNA in connection with your access or use of our Services, or we may otherwise collect certain information about you when you access or use our Services.
For information about how we collect, use, share and otherwise process information about you, please see our Privacy Policy.
Subject to the limitations set forth in the Privacy Policy, IONNA retains and owns all rights, title, and interest in any and all data collected, generated, or derived from your use of the Services which may include, without limitation, usage data, vehicle and charging session details, transaction records, consumption data, device identifiers, geolocation, and any metadata or analytical insights created therefrom. You agree that IONNA may use, store, reproduce, modify, combine this data with other data, aggregate, de-identify, share, disclose, transmit, distribute, sell, license, transfer, and otherwise exploit such data for any lawful purpose—including, but not limited, to product development, analytics, marketing, reporting, research, regulatory purposes, commercialization of models, algorithms, tools and related artificial intelligence products, and business operations.
You agree to receive emails, SMS or text messages, and other types of communications from IONNA via the Services using the support@ionna.com or other contact information you provide in connection with the Services including, without limitation, website submissions and communications via Kisi. Without limiting the foregoing, by providing us with your wireless number, you confirm that you want IONNA to send you information that we think may be of interest to you, which may include IONNA using automated dialing technology to text you at the wireless number you provided, and you agree to receive communications from IONNA, and you represent and warrant that each person you register for the Services or for whom you provide a wireless phone number has consented to receive communications from IONNA. You agree to indemnify and hold IONNA harmless from and against any and all claims, liabilities, damages (actual and consequential), losses and expenses (including attorneys’ fees) arising from or in any way related to your breach of the foregoing.
You represent and warrant that any information that you provide to IONNA in connection with the Services is accurate.
4 Prohibited Conduct
You will not use our Services if you are not eligible to use our Services in accordance with Section 1 and will not use our Services other than for their intended purpose. Further, you will not, in connection with our Services:
▪ Violate any applicable law, contract, intellectual property right, or other third-party right or commit a tort;
▪ Engage in any harassing, threatening, intimidating, predatory, or stalking conduct;
▪ Use or attempt to use another user’s account or information without authorization from that user and IONNA;
▪ Impersonate or post on behalf of any person or entity or otherwise misrepresent your affiliation with a person or entity;
▪ Sell or resell our Services;
▪ Copy, reproduce, distribute, publicly perform, or publicly display all or portions of our Services, except as expressly permitted by us or our licensors;
▪ Modify our Services, remove any proprietary rights notices or markings, or otherwise make any derivative works based upon our Services;
▪ Use our Services in any manner that could interfere with, disrupt, negatively affect, or inhibit other users from fully enjoying our Services or that could damage, disable, overburden, or impair the functioning of our Services in any manner;
▪ Reverse engineer any aspect of our Services or do anything that might discover or reveal source code, or bypass or circumvent measures employed to prevent or limit access to any part of our Services;
▪ Use any data mining, robots, or similar data gathering or extraction methods designed to scrape or extract data from our Services except in accordance with instructions contained in our robot.txt file and only to compile for search results, provided that IONNA grants to the operators of public search engines permission to use spiders to copy materials from the Site for the sole purpose of (and solely to the extent necessary for) creating publicly available, searchable indices of such materials, but not caches or archives of such materials. IONNA reserves the right to revoke such permission either generally or in specific cases, at any time and without notice;
▪ Develop or use any applications or software that interact with our Services without our prior written consent;
▪ Send, distribute, or post spam, unsolicited or bulk commercial electronic communications, chain letters, or pyramid schemes;
▪ Use our Services for any illegal or unauthorized purpose, or engage in, encourage, or promote any activity that violates these Terms.
(a) Enforcement of this Section 4 is solely at IONNA’s discretion, and failure to enforce this section in some instances does not constitute a waiver of our right to enforce it in other instances.
5 Ownership; Limited License
The Services, including the text, graphics, images, photographs, videos, illustrations, and other content contained therein, and all intellectual property rights therein and thereto, are owned by IONNA or our licensors and are protected under both United States and foreign laws. Except as explicitly stated in these Terms, all rights in and to the Services, including all intellectual property rights therein and thereto, are reserved by us or our licensors. Subject to your compliance with these Terms (including Sections 1–4), you are hereby granted a limited, nonexclusive, nontransferable, non-sublicensable, revocable license to access and use our Services for your own personal, noncommercial use. Any use of the Services other than as specifically authorized herein, without our prior written permission, is strictly prohibited and will terminate the license granted herein and violate our intellectual property rights.
6 Trademarks
“IONNA” and our logos, product or service names, slogans, and the look and feel of the Services are trademarks of IONNA and may not be copied, imitated or used, in whole or in part, without our prior written permission. All other trademarks, registered trademarks, product names, and company names or logos mentioned on or in connection with the Services are the property of their respective owners. Reference to any products, services, processes, or other information by trade name, trademark, manufacturer, supplier, or otherwise does not constitute or imply endorsement, sponsorship, or recommendation by us.
7 Feedback
You may voluntarily post, submit, or otherwise communicate to us any questions, comments, suggestions, ideas, original or creative materials, or other information about IONNA or our Services (collectively, “Feedback”). You understand that we may use such Feedback for any purpose, commercial or otherwise, without acknowledgment or compensation to you, including to develop, copy, publish, or improve the Feedback or Services, or to improve or develop new products, services, or the Services in IONNA’s sole discretion. IONNA will exclusively own all improvements to, or new, IONNA products, services, or Services based on any Feedback. You understand that IONNA may treat Feedback as nonconfidential.
8 Payments, Authorization Holds and Payment Methods
(a) Payments. By initiating a charging session, you agree to pay the applicable rates for energy consumed, as displayed on the charging station or otherwise communicated to you at the start of each session. Pricing may include per-kilowatt-hour, per-minute, or idle fees, session fees along with applicable taxes and fixed session charges.
(b) Payment Methods. All EV charging sessions must be paid for at the time of service via an accepted payment method, which may include, major credit and debit cards, contactless payment (NFC) solutions, mobile payment applications (such as Apple Pay or Google Pay), third-party e-wallets, dedicated payment apps, RFID cards, or other Credentials authorized by IONNA. The availability of specific methods and required credentials may vary based on your selected subscription plan, access level, promotions, or location, and IONNA reserves the right to modify, restrict, or suspend payment options at any time. The use of any Credential to initiate a charging session constitutes your authorization for all associated charges, regardless of who presents the Credential, and you assume all responsibility for such charges.
(c) Authorization Holds. You agree and acknowledge that an authorization hold may be placed on your payment method before charging begins, reserving a predetermined amount to ensure sufficient funds are available. The pre-authorization amount may exceed anticipated charges, but is not a final charge and will be adjusted to match the actual charging session cost at the end of service. The difference, if any, will be released. The timing for release of any remaining funds is subject to the card issuer’s policies. You agree that IONNA is not liable for any delays, overdraft fees, or related consequences stemming from such holds.
9 Third-Party Content and Third Party Services
(a) Our Services may include, rely on or interoperate with, or permit access to third-party products and services, including, without limitation, data storage services, communications technologies, IoT platforms, third-party app stores, and internet and mobile operators as well as third-party products, services, and facilities at or near the Rechargeries, such as concessions, food, beverages, lounges, restrooms, and any other amenities or offerings that may be provided by independent vendors, service providers, or facility operators (collectively, “Third-Party Materials”). These Third-Party Materials are beyond our control, but their operation may impact, or be impacted by, the use and reliability of our Services. You acknowledge that (a) the use and availability of the Services is dependent on the third-party product vendors and service providers, (b) IONNA is not responsible for such Third-Party Materials, and (c) these Third-Party Materials may not operate reliably 100% of the time, which may impact the way that our Services operate.
(b) Specifically, certain items of independent, third-party code may be utilized in connection with the Services that may be subject to open-source licenses (“Open-Source Software”). The Open-Source Software is licensed to us under the terms of the license that accompanies such Open-Source Software and may be licensed to you under the terms of the same license or through other terms. Nothing in the Terms limits your rights under, or grants you rights that supersede, the terms and conditions of any applicable license for such Open-Source Software.
(c) We may further provide information about or links to third-party products, services, activities, or events, or we may allow third parties to make their content and information available on or through the Services (collectively, “Third-Party Content”). We provide Third-Party Content as a service to those interested in such content. Your dealings or correspondence with third parties and your use of or interaction with any Third-Party Content are solely between you and the third party.
(d) We have no obligation to monitor Third-Party Materials or Third-Party Content, and we may block or disable access to any Third-Party Materials or Third-Party Content (in whole or part) through our Services at any time. Your access to and use of such Third-Party Content or Third-Party Materials may be subject to additional terms, conditions, and policies applicable to such Third-Party Content (including terms of service or privacy policies of the providers of such Third-Party Materials). You are responsible for obtaining and maintaining any computer hardware, equipment, network services and connectivity, telecommunications services, and other products and services necessary to access and use the Services.
10 Indemnification
To the fullest extent permitted by applicable law, you will indemnify, defend, and hold harmless IONNA and our subsidiaries and affiliates, and each of our respective officers, directors, agents, partners, and employees (individually and collectively, the “IONNA Parties”) from and against any losses, liabilities, claims, demands, damages, expenses or costs (“Claims”) arising out of or related to (a) your access to or use of the Services; (b) your Feedback; (c) your violation of these Terms; (d) your violation, misappropriation, or infringement of any rights of another (including intellectual property rights or privacy rights); or (e) your conduct in connection with the Services. You will promptly notify IONNA Parties of any third-party Claims, cooperate with IONNA Parties in defending such Claims, and pay all fees, costs, and expenses associated with defending such Claims (including attorneys’ fees). The IONNA Parties will have control of the defense or settlement, at IONNA’s sole option, of any third-party Claims. This indemnity is in addition to, and not in lieu of, any other indemnities set forth in a written agreement between you and IONNA or the other IONNA Parties.
11 Disclaimers
Your use of our Services and any content or materials provided therein or therewith (including the Third-Party Content and Third-Party Materials) is at your sole risk. Except as otherwise provided in a writing by us and to the fullest extent permitted under applicable law, our Services, and any content or materials provided therein or therewith (including the Third-Party Content and Third-Party Materials) are provided “as is” and “as available” without warranties of any kind, either express or implied. IONNA disclaims all warranties with respect to the foregoing, including implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement. In addition, IONNA does not represent or warrant that our Services or any content provided therein or therewith (including the Third-Party Content and Third-Party Materials) are accurate, complete, reliable, current, or error-free or that access to our Services or any content provided therein or therewith (including the Third-Party Content and Third-Party Materials) will be uninterrupted. While IONNA attempts to make your use of our Services and any content provided therein or therewith (including the Third-Party Content and Third-Party Materials) safe, we cannot and do not represent or warrant that our Services or any content provided therein or therewith (including the Third-Party Content and Third-Party Materials) or our servers are free of viruses or other harmful components or content or materials. You assume the entire risk as to the quality and performance of the Services and any content provided therein or therewith (including the Third-Party Content and Third-Party Materials). All disclaimers of any kind (including in this section and elsewhere in these Terms) are made for the benefit of IONNA, IONNA Parties, and IONNA’s respective shareholders, agents, representatives, licensors, suppliers, and service providers, as well as their respective successors and assigns.
12 Limitation of Liability
(a) To the fullest extent permitted by applicable law, IONNA and the other IONNA Parties will not be liable to you under any theory of liability—whether based in contract, tort, negligence, strict liability, warranty, or otherwise—for any indirect, consequential, exemplary, incidental, punitive, or special damages or lost profits, even if IONNA or the other IONNA Parties have been advised of the possibility of such damages.
(b) The total liability of IONNA and the other IONNA Parties for any claim arising out of or relating to these Terms or our Services, regardless of the form of the action, is limited to the greater of $100 or the amount paid by you to use our Services giving rise to the claim.
(c) The limitations set forth in this Section 12 will not limit or exclude liability for the gross negligence, fraud, or intentional misconduct of IONNA or the other IONNA Parties or for any other matters in which liability cannot be excluded or limited under applicable law. Additionally, some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so the above limitations or exclusions may not apply to you.
13 Release
To the fullest extent permitted by applicable law, you release IONNA and the other IONNA Parties from responsibility, liability, claims, demands, and/or damages (actual and consequential) of every kind and nature, known and unknown (including claims of negligence), arising out of or related to disputes between users and the acts or omissions of third parties (including to the extent arising out of your use of Third-Party Materials). If you are a consumer who resides in California, you hereby waive your rights under California Civil Code § 1542, which provides: “A general release does not extend to claims that the creditor or releasing party does not know or suspect to exist in his or her favor at the time of executing the release and that, if known by him or her, would have materially affected his or her settlement with the debtor or released party.”
14 Dispute Resolution; Binding Arbitration
PLEASE READ THIS SECTION CAREFULLY BECAUSE IT REQUIRES YOU AND IONNA TO ARBITRATE CERTAIN DISPUTES AND CLAIMS AND LIMITS THE MANNER IN WHICH WE CAN SEEK RELIEF FROM EACH OTHER. ARBITRATION PRECLUDES YOU AND IONNA FROM SUING IN COURT OR HAVING A JURY TRIAL. YOU AND IONNA AGREE THAT ARBITRATION WILL BE SOLELY ON AN INDIVIDUAL BASIS AND NOT AS A CLASS ARBITRATION, CLASS ACTION, OR ANY OTHER KIND OF REPRESENTATIVE PROCEEDING. IONNA AND YOU ARE EACH WAIVING THE RIGHT TO TRIAL BY A JURY.
THE PARTIES ACKNOWLEDGE THAT THE TERMS OF THIS SECTION ARE INTENDED TO REDUCE THE FINANCIAL BURDENS ASSOCIATED WITH RESOLVING THEIR DISPUTES AND ARE NOT INTENDED TO DELAY ADJUDICATION OF ANY PARTY’S CLAIMS.
FOLLOW THE INSTRUCTIONS BELOW, IN SECTION 14(1), IF YOU WISH TO OPT OUT OF THE REQUIREMENT OF ARBITRATION ON AN INDIVIDUAL BASIS. NO CLASS OR REPRESENTATIVE ACTIONS OR ARBITRATIONS ARE ALLOWED UNDER THIS ARBITRATION AGREEMENT.
(a) Claims This Section Applies To. The dispute resolution and binding arbitration terms in this Section 14 apply to all Claims between you and IONNA. A “Claim” is any dispute, claim, or controversy (excluding those exceptions listed below) between you and IONNA, whether based in contract, tort, statute, fraud, misrepresentation, or any other legal theory, that either party wishes to seek legal recourse for and that arises from or relates to these Terms or our Services, including any privacy or data security claims or claims related to the validity, enforceability, or scope of the arbitration requirement or any portion of it.
(b) Informal Dispute Resolution Prior to Arbitration. If you have a Claim against IONNA or if IONNA has a Claim against you, you and IONNA will first attempt to resolve the Claim informally in order to try and resolve the Claim faster and reduce costs for both parties. You and IONNA will make a good-faith effort to negotiate the resolution of any Claim for thirty (30) days, or such longer period as mutually agreed in writing (email suffices) by the parties, (“Informal Resolution Period”) from the day either party receives a written notice of a dispute from the other party (a “Claimant Notice”) in accordance with these Terms.
You will send any Claimant Notice to IONNA by certified mail addressed to IONNA at 4022 Stirrup Creek Drive, Suite 315, Durham, NC 27703, US or by email to support@IONNA.com. IONNA will send any Claimant Notice to you by certified mail or email using the contact information you have provided to IONNA. The Claimant Notice sent by either party must (i) include the sender’s name, address, support@IONNA.com, and telephone number; (ii) describe the nature and basis of the Claim; and (iii) set forth the specific relief sought.
The Informal Resolution Period is designed to allow the party who has received a Claimant Notice to make a fair, fact-based offer of settlement if it chooses to do so. You or IONNA cannot proceed to arbitration before the end of the Informal Resolution Period. If you or IONNA file a Claim in court or proceed to arbitration without complying with the requirements in Section 14, including waiting until the conclusion of the Informal Resolution Period, the other party reserves the right to seek relief from a court to enjoin the filing and seek damages from the party that has not followed the requirements in this Section to reimburse it for any arbitration fees and costs already incurred as a foreseeable consequence of that breach.
The statute of limitations and any filing fee deadlines for a Claim will be tolled for the duration of the Informal Resolution Period for that Claim so that the parties can engage in this informal dispute-resolution process.
(c) Claims Subject to Binding Arbitration; Exceptions. Except for individual disputes that qualify for small claims court (provided that the small-claims court does not permit class or similar representative actions or relief) and any disputes exclusively related to the intellectual property or intellectual property rights of you or IONNA, including any disputes in which you or IONNA seek injunctive or other equitable relief for the alleged unlawful use of your or IONNA’s intellectual property or other infringement of your or IONNA’s intellectual property rights (“IP Claims”), all Claims, including Claims that are not related to intellectual property or intellectual property rights but are jointly filed with IP Claims, that are not resolved in accordance with Section 14(b) will be resolved by a neutral arbitrator through final and binding arbitration instead of in a court by a judge or jury. Such Claims include, without limitation, disputes arising out of or relating to interpretation or application of this arbitration provision, including the enforceability, revocability, or validity of the arbitration provision or any portion of the arbitration provision. The arbitrator will have the authority to grant any remedy or relief that would otherwise be available in court.
(d) Binding Individual Arbitration. Subject to the terms of this section, Claims may only be settled by binding individual arbitration conducted by National Arbitration and Mediation (“NAM”), https://namadr.com, according to the Federal Arbitration Act, 9 U.S.C. § 1, et seq., (“FAA”) and according to NAM’s Comprehensive Dispute Resolution Rules and Procedures in effect at the time the Claim arose (the “Rules”), as modified by these Terms.
If NAM notifies the parties in writing (email suffices) that it is not available to arbitrate any Claim, then that Claim may only be settled by binding individual arbitration conducted by American Arbitration Association (“AAA”), https://www.adr.org. For Claims that must be arbitrated by AAA, if you are a “Consumer,” meaning that you only use the Services for personal, family or household purposes, the then-current version of the AAA’s Consumer Arbitration Rules are the Rules applicable to Claims between you and IONNA as modified by these Terms. For Claims that must be arbitrated by AAA, if you are not a Consumer, the then-current version of the AAA’s Commercial Arbitration Rules and Mediation Procedures are the Rules applicable to Claims between you and IONNA as modified by these Terms.
These Terms affect interstate commerce, and the enforceability of this Section 14 will be substantively and procedurally governed by the FAA to the extent permitted by law. As limited by the FAA, these Terms, and the Rules, the arbitrator will have exclusive authority to make all procedural and substantive decisions regarding any Claim and to grant any remedy that would otherwise be available in court, including the power to determine the question of arbitrability. To the fullest extent allowed by applicable law, the arbitrator may only award legal or equitable remedies that are individual to you or IONNA to satisfy one of our individual Claims (that the arbitrator determines are supported by credible relevant evidence).
(e) Arbitration Procedure and Location. You or IONNA may initiate arbitration of any Claim not resolved during the Informal Resolution Period by filing a demand for arbitration with NAM in accordance with the Rules (or with AAA in accordance with the Rules if applicable pursuant to Section 14(d)).
Instructions for filing a demand for arbitration with NAM are available on the NAM website or by calling NAM at 800-358-2550, and instructions for filing a demand for arbitration with AAA are available on the AAA website or by calling AAA at 800-778-7879. You will send a copy of any demand for arbitration to IONNA by certified mail addressed to IONNA at 4022 Stirrup Creek Drive, Suite 315, Durham, NC 27703, US or by email to support@IONNA.com. IONNA will send any demand for arbitration to you by certified mail or email using the contact information you have provided to IONNA.
The arbitration will be conducted by a single arbitrator in the English language. You and IONNA both agree that the arbitrator will be bound by these Terms.
For Claims in which the claimant seeks less than USD $10,000, the arbitrator will decide the matter solely based on written submissions, without a formal hearing, unless the arbitrator decides that a formal hearing is necessary. For Claims in which the claimant seeks USD $10,000 or more, or smaller matters in which the arbitrator determines a hearing to be necessary, hearings will be conducted by video or telephone, unless the arbitrator determines an in-person hearing to be necessary. If an in-person hearing is required and you reside in the United States, the hearing will take place in Los Angeles County, California, unless the arbitrator determines that this would pose a hardship for you, in which case the in-person hearing may be conducted in the claimant’s state and county of residence. If you reside outside the United States, the site of any in-person hearing will be determined by the applicable Rules.
The arbitrator (not a judge or jury) will resolve all Claims in arbitration. Unless you and IONNA agree otherwise, any decision or award will include a written statement stating the decision of each Claim and the basis for the award, including the arbitrator’s essential factual and legal findings and conclusions.
An arbitration award, and any judgment confirming it, apply only to that specific case; it cannot be used or offered as precedent in any other case except to enforce the award itself unless the parties agree prior to issuance of the award. Any arbitration decision or award may be enforced as a final judgment by any court of competent jurisdiction or, if applicable, application may be made to such court for judicial confirmation of any award and an order of enforcement.
(f) Arbitration Fees. Each party will be responsible for arbitration fees in accordance with the applicable Rules and these Terms.
(g) Frivolous or Improper Claims. To the extent permitted by applicable law, a claimant must pay all costs incurred by the defending party, including any attorney’s fees, related to a Claim if an arbitrator determines that (i) the Claim was not warranted by existing law or by a nonfrivolous argument or (ii) the Claim was filed in arbitration for any improper purpose, such as to harass the defending party, cause unnecessary delay, or needlessly increase the cost of dispute resolution.
(h) Offers of Settlement. Either party may, but is not obligated to, make a written settlement offer for a Claim. If an arbitration decision or award is later issued that is less favorable to a party than the latest written offer of settlement that party did not accept, that party must pay all costs and fees—including arbitration, attorney, and expert fees—incurred by the other party after the written settlement offer was made. The terms of any settlement offer may not be disclosed to an arbitrator until after the arbitrator issues a decision or award on the Claim.
(i) One Year to Assert Claims. To the extent permitted by law, any Claim by you or IONNA against the other must be filed within one year after such Claim arises; otherwise, the Claim is permanently barred, which means that you or IONNA will no longer have the right to assert that Claim.
(j) Confidentiality. If you or IONNA submits a Claim to arbitration, you and IONNA agree to cooperate to seek from the arbitrator protection for any confidential, proprietary, trade secret, or otherwise sensitive information, documents, testimony, and other materials that might be exchanged or the subject of discovery in the arbitration. You and IONNA agree to seek such protection before any such information, documents, testimony, or materials are exchanged or otherwise become the subject of discovery in the arbitration.
(k) Coordinated Filings. If 25 or more Claimant Notices are received by a party that raise similar claims and have the same or coordinated counsel, these will be considered “Coordinated Claims” and will be treated as mass filings or multiple case filings according to the Rules, if and to the extent Coordinated Claims are filed in arbitration as set forth in these Terms. You or IONNA may advise the other of your or IONNA’s belief that Claims are Coordinated Claims, and disputes over whether a Claim meets the definition of “Coordinated Claims” will be decided by the arbitration provider as an administrative matter. To the extent either party is asserting the same Claim as other persons and are represented by common or coordinated counsel, that party waives any objection that the joinder of all such persons is impracticable.
Coordinated Claims may only be filed in arbitration as permitted by the process set forth below. Applicable statutes of limitations will be tolled for Claims asserted in Coordinated Claims from the time a compliant Claimant Notice has been received by a party until these Terms permits such Coordinated Claim to be filed in arbitration or court.
Initial Bellwether: The bellwether process set forth in this section will not proceed until counsel representing the Coordinated Claims has advised the other party in writing (email suffices) that all or substantially all the Claimant Notices for the Coordinated Claims have been provided. After that point, counsel for the parties will select 30 Coordinated Claims to proceed in arbitration as a bellwether to allow each side to test the merits of its arguments. Each side will select 15 claimants who have provided compliant Claimant Notices for this purpose, and only those chosen cases may be filed with the arbitration provider. The parties acknowledge that resolution of some Coordinated Claims will be delayed by this bellwether process. Any remaining Coordinated Claims shall not be filed or deemed filed in arbitration, nor shall any arbitration fees be assessed in connection with those Claims, unless and until they are selected to be filed in individual arbitration proceedings as set out in this Section 14(k).
A single arbitrator will preside over each Coordinated Claim chosen for a bellwether proceeding, and only one Coordinated Claim may be assigned to each arbitrator as part of a bellwether process unless the parties agree otherwise.
Mediation: Once the arbitrations that are part of the bellwether process have concluded (or sooner if the claimants and the other party agree), counsel for the parties must engage in a single mediation of all remaining Coordinated Claims, with the mediator’s fee paid for by IONNA. Counsel for the claimants and the other party must agree on a mediator within thirty (30) days after the conclusion of the last bellwether arbitration. If counsel for the claimants and the other party cannot agree on a mediator within thirty (30) days, the arbitration provider will appoint a mediator as an administrative matter. All parties will cooperate for the purpose of ensuring that the mediation is scheduled as quickly as practicable after the mediator is appointed.
Remaining Claims: If the mediation process concludes with a hundred (100) or more unresolved Coordinated Claims remaining, any party to a remaining Coordinated Claim may elect to no longer have the arbitration requirement in this Section 14 apply to all remaining Coordinated Claims for which a compliant Claimant Notice was received by the other party but that were not resolved in the bellwether process or global mediation. To be effective, such an election must be communicated in writing (email suffices) to counsel for the opposing party within thirty (30) days of mediation concluding. Coordinated Claims released from the arbitration requirement must be resolved in accordance with Section 15.
If the mediation process concludes with fewer than 100 Coordinated Claims remaining or if no party makes a timely election as provided for in the previous paragraph, the arbitrator will randomly select fifty (50) Coordinated Claims (or the total remaining amount if less than fifty (50)) to proceed in arbitration as a second batch. The arbitrator will randomly select eligible claimants who have provided compliant Claimant Notices for this purpose, and only those chosen cases may be filed with the arbitration provider. Once all arbitrations in the foregoing process are complete, the parties will repeat this process until all Coordinated Claims have been arbitrated.
If Coordinated Claims released from the arbitration requirement are brought in court, claimants may seek class treatment, but to the fullest extent allowed by applicable law, the classes sought may comprise only the claimants in Coordinated Claims for which a compliant Claimant Notice was received by the other party. Any party may contest class certification at any stage of the litigation and on any available basis.
A court will have authority to enforce the bellwether and mediation processes defined in this section and may enjoin the filing of lawsuits or arbitration demands not made in compliance with it.
(l) Opting Out of Arbitration. You have the right to opt out of binding arbitration within thirty (30) days of the date you first accepted these Terms by emailing support@IONNA.com or through certified mail addressed to 4022 Stirrup Creek Drive, Suite 315, Durham, NC 27703, US. The opt-out notice must include your full name, mailing address, and support@IONNA.com, and must also clearly indicate your intent to opt out of binding arbitration in order to be valid. By opting out of binding arbitration, you are agreeing to resolve disputes in accordance with Section 14.
(m) Rejection of Future Arbitration Changes. You may reject any change we make to Section 14 (except address changes) by sending us notice of your rejection within thirty (30) days of the change via email at support@IONNA.com or by certified mail addressed to 4022 Stirrup Creek Drive, Suite 315, Durham, NC 27703, US. Changes to Section 14 may only be rejected as a whole, and you may not reject only certain changes to Section 14. If you reject changes made to Section 14, the most recent version of Section 14 that you have not rejected will continue to apply.
(n) Severability. If any portion of this Section 14 is found to be unenforceable or unlawful for any reason, including but not limited to because it is found to be unconscionable, (i) the unenforceable or unlawful provision will be severed from these Terms; (ii) severance of the unenforceable or unlawful provision will have no impact whatsoever on the remainder of this Section 14 or the parties’ ability to compel arbitration of any remaining claims on an individual basis pursuant to this Section 14; and (iii) to the extent that any claims must therefore proceed on a class, collective, consolidated, or representative basis, such claims must be litigated in a civil court of competent jurisdiction, in accordance with these Terms, and not in arbitration. The litigation of those claims will be stayed pending the outcome of any individual claims in arbitration. Further, if any part of this Section 14 is found to prohibit an individual claim seeking public injunctive relief, that provision will have no effect to the extent such relief is allowed to be sought out of arbitration, and the remainder of this Section 14 will be enforceable.
15 Applicable Law and Venue
Any dispute arising from these Terms or your use of the Services will be governed by and construed and enforced in accordance with the laws of the State of California, except to the extent preempted by U.S. federal law, without regard to conflict of law rules or principles (whether of the State of California or any other jurisdiction) that would cause the application of the laws of any other jurisdiction. Any dispute between the parties that is not subject to arbitration in Section 14 and cannot be heard in small claims court will be resolved in the state or federal courts located in the County of Los Angeles, California, will have exclusive jurisdiction. You and IONNA waive any objection to venue in any such courts. If your local law requires that consumer contracts be interpreted subject to local law and enforced in the courts of that jurisdiction, this section may not apply to you only to the extent that local law conflicts with this section.
16 Modifying and Terminating Our Services
We reserve the right to modify our Services or to suspend or terminate providing all or part of our Services at any time; charge, modify, or waive any fees required to use the Services; or offer opportunities to some or all end users of the Services. We may provide you with notice in advance of the suspension or discontinuation of all or part of our Services, such as by sending an email or providing a notice through our Services. All modifications and additions to the Services will be governed by the Terms or Supplemental Terms, unless otherwise expressly stated by IONNA in writing. You also have the right to stop using our Services at any time, and you may terminate these Terms by ceasing use of our Services. We are not responsible for any loss or harm related to your inability to access or use our Services.
17 Severability
If any portion of these Terms other than Section 14 is found to be unenforceable or unlawful for any reason, including but not limited to because it is found to be unconscionable, (a) the unenforceable or unlawful provision will be severed from these Terms; (b) severance of the unenforceable or unlawful provision will have no impact whatsoever on the remainder of these Terms; and (c) the unenforceable or unlawful provision may be revised to the extent required to render the Terms enforceable or valid, and the rights and responsibilities of the parties will be interpreted and enforced accordingly, so as to preserve the Terms and the intent of the Terms to the fullest possible extent.
18 Export Control
You are responsible for compliance with United States export controls and for any violation of such controls, including any United States embargoes or other federal rules and regulations restricting exports. You represent, warrant and covenant that you are not (a) located in, or a resident or a national of, any country subject to a U.S. government embargo or other restriction, or that has been designated by the U.S. government as a “terrorist supporting” country; or (b) on any of the U.S. government lists of restricted end users.
19 Miscellaneous
(a) IONNA’s failure to exercise or enforce any right or provision of these Terms will not operate as a waiver of such right or provision. These Terms reflect the entire agreement between the parties relating to the subject matter hereof and supersede all prior agreements, representations, statements, and understandings of the parties. The section titles in these Terms are for convenience only and have no legal or contractual effect. Use of the word “including” will be interpreted to mean “including without limitation.” Except as otherwise provided herein, these Terms are intended solely for the benefit of the parties and are not intended to confer third-party beneficiary rights upon any other person or entity. Communications and transactions between us may be conducted electronically.
(b) If you have a question or complaint regarding the Services, please send an email to support@IONNA.com. You may also contact us by writing to 4022 Stirrup Creek Drive, Suite 315, Durham, NC 27703, US. Please note that email communications will not necessarily be secure; accordingly, you should not include payment card information or other sensitive information in your email correspondence with us. Further, under California Civil Code Section 1789.3, California consumers are entitled to the following specific consumer rights notice: The Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs may be contacted in writing at 1625 North Market Boulevard, Suite N-112, Sacramento, California 95834, or by telephone at 1 (800) 952-5210.
IONNA LLC is a limited liability company formed by BMW, GM, Honda, Hyundai, Kia, Mercedes-Benz, Stellantis, and Toyota.
©2025 IONNA LLC
4022 Stirrup Creek Drive, Suite 315, Durham, NC 27703
