Refund Policy

Refund eligibility depends on:

• Type of service or product purchased
• Stage of order or service completion
• Whether technician, material, travel, inspection, report, or slot allocation has already been used
• Whether cancellation was by customer or Solaroft
• Whether site conditions were accurately disclosed
• Whether service was completed, partially completed, or not started
• Whether the issue is due to Solaroft fault, customer fault, third-party fault, product defect, weather, safety, or force majeure

A. Full Refund

A full refund may be provided if:

• Solaroft cancels the service and no alternative slot is accepted by the customer.
• Payment was received twice for the same invoice due to technical error.
• Solaroft is unable to serve the location after accepting payment.
• Service is not deliverable due to Solaroft's internal operational reason before technician dispatch.
• Customer cancels within the free cancellation window, if applicable.

B. Partial Refund

A partial refund may be provided if:

• Site visit, inspection, travel, manpower, or scheduling cost has already been incurred.
• Part of the service has been completed.
• Customer downgrades the plan before full use.
• AMC/subscription has been partly consumed.
• Products or consumables were procured specifically for the customer.
• Customer provided incomplete or inaccurate information causing extra cost.
• Solaroft agrees to adjust unused service value after deducting applicable charges.

C. No Refund

No refund will be provided where:

• Service has been completed.
• Customer refuses service after technician arrival without valid reason.
• Site is locked, inaccessible, unsafe, or permission is not available.
• Customer provided wrong address, wrong system size, wrong access information, or misleading details.
• Customer or third party prevents work.
• Customer cancels after technician dispatch.
• Customer has consumed inspection, diagnosis, consultation, report, or visit.
• Customer purchased a discounted, promotional, customized, or special package marked non-refundable.
• AMC visit has already been completed or counted as consumed.
• Product has been opened, installed, used, damaged, tampered with, or customized.
• Refund request is made after the claim window.
• Service dissatisfaction is based on generation expectation, savings expectation, or performance guarantee not promised in writing.
• Delay is due to weather, force majeure, customer unavailability, unsafe access, or external conditions.
• Customer attempts fraud, chargeback abuse, false claim, or policy misuse.

Customer Cancellation

Customer may cancel a confirmed service by contacting Solaroft through official support channels.

Refund treatment:

• Before technician assignment / before operational preparation: Eligible for full or near-full refund, subject to payment gateway charges if applicable.
• After slot blocking / technician assignment / operational preparation: Cancellation charges may apply.
• After technician dispatch: Visit, travel, and operational charges may be deducted.
• After technician arrival: No refund or only partial refund at Solaroft's discretion.
• After service start: No refund for the service portion already started or completed.

Customers may request rescheduling subject to availability.

Free rescheduling may be allowed if requested within the permitted time window.

Rescheduling charges may apply if:

• Request is made at the last minute
• Technician has already been assigned
• Technician has already departed
• Customer is unavailable at site
• Required permissions are not ready
• Site is locked
• Water, power, or access is unavailable
• Customer repeatedly reschedules

Solaroft may reschedule due to weather, safety, operational constraints, or force majeure.

Site visit, inspection, consultation, diagnosis, feasibility check, safety audit, report preparation, or expert assessment fees are generally non-refundable once:

• Visit is scheduled and technician is dispatched;
• Inspection is performed;
• Report is prepared;
• Diagnosis is shared;
• Customer receives professional advice or assessment.

This applies even if the customer later chooses not to proceed with repair, AMC, cleaning, product purchase, or additional work.

AMC and subscription plans are priced based on scheduled service capacity, manpower planning, route planning, support availability, and visit allocation.

Unless expressly stated otherwise:

• AMC amount is not refundable after the first service visit is completed.
• If no visit has been consumed, cancellation may be considered after deducting administrative, payment gateway, onboarding, inspection, or scheduling charges.
• If one or more visits have been consumed, refund, if any, will be calculated after deducting the standard value of consumed visits, administrative charges, discounts given, taxes, and payment gateway charges.
• Missed visits due to customer unavailability, locked premises, lack of permission, unsafe site, or refusal of service may be counted as consumed.
• AMC cannot be used for another site unless approved in writing by Solaroft.
• AMC cannot be transferred to another customer without written approval.
• Free, bonus, promotional, bundled, or discounted services have no independent refund value.

Product refund or return eligibility depends on product type and condition.

Products may not be returnable if:

• Installed
• Used
• Opened
• Damaged
• Scratched
• Altered
• Customized
• Ordered specially
• Missing original packaging
• Missing accessories, manuals, serial number, invoice, or warranty card
• Affected by electrical surge, water damage, lightning, mishandling, tampering, or improper installation

Manufacturer warranty terms apply to eligible product defects.

Solaroft may repair, replace, or assist with warranty processing where applicable, but does not guarantee approval by manufacturer, OEM, distributor, or warranty provider.

If a product supplied by Solaroft is claimed to be defective, customer must notify Solaroft within [Insert Days, e.g., 48 hours / 7 days] of delivery or installation.

Customer must provide:

• Invoice
• Photos/videos
• Serial number
• Description of issue
• Installation details
• Usage details
• Site conditions
• Any error codes or test reports

Solaroft may inspect the product before approving refund, replacement, or warranty support.

No refund will be processed for defects caused by misuse, wrong installation by third party, voltage fluctuation, surge, lightning, water damage, physical damage, tampering, negligence, or unauthorized repair.

If customer is dissatisfied with service quality, complaint must be raised within [Insert Time, e.g., 24–48 hours] of service completion.

Customer must provide:

• Booking ID or invoice
• Site address
• Clear complaint details
• Photos/videos
• Service date
• Person present at site
• Before/after evidence, if available

Solaroft may choose to:

• Reinspect the site
• Reperform the deficient part of service
• Offer partial refund
• Offer service credit
• Reject the claim if service was completed properly or issue is unrelated

Refund is not automatic. Solaroft will investigate reasonably.

Solar panel cleaning results depend on:

• Type of dirt
• Cement stains
• Paint marks
• Hard water stains
• Bird droppings
• Industrial residue
• Chemical deposits
• Panel age
• Glass condition
• Scratches
• Accessibility
• Water quality
• Weather after cleaning

Normal dust, new bird droppings, rain marks, pollution deposits, and environmental soiling after service are not grounds for refund.

Permanent stains, scratches, etching, corrosion, or glass damage may not be removable through standard cleaning.

For repair, fault diagnosis, inverter issue, wiring issue, earthing issue, generation issue, tripping, or performance issue:

• Diagnosis fee is not refundable once diagnosis is performed.
• Repair estimate may change if hidden defects are discovered.
• Temporary restoration does not guarantee permanent resolution unless stated in writing.
• Third-party product failures are not Solaroft's liability.
• Replacement parts are charged separately unless included in written scope.
• No refund is given for faults caused by external systems, grid issues, DISCOM issues, inverter failure, panel degradation, rodent damage, lightning, water ingress, or prior poor installation.

Approved refunds will be processed within [Insert Timeline, e.g., 7–14 working days] after approval.

Actual credit time may depend on:

• Bank
• Payment gateway
• UPI provider
• Card network
• Customer's payment method
• Public holidays
• Technical delays

Refund will usually be made to the original payment method unless Solaroft decides otherwise.

Refunds may be subject to deductions for:

• Payment gateway charges
• Bank charges
• GST or tax treatment as applicable
• Administrative charges
• Site visit fee
• Technician dispatch cost
• Travel cost
• Inspection cost
• Report preparation cost
• Consumables
• Customized product procurement
• Discount reversal
• Work already completed
• Damage caused by customer
• Outstanding dues

Refunds involving GST invoices will be handled according to applicable tax rules.

Credit notes may be issued where applicable. Customer may be required to cooperate with documentation required for GST adjustment.

Customers must first contact Solaroft for resolution before initiating chargeback or payment dispute.

If a false, abusive, duplicate, or bad-faith chargeback is raised after service delivery, Solaroft may:

• Submit service proof to bank/payment gateway
• Suspend customer account or services
• Recover outstanding dues
• Charge administrative costs
• Take legal action where appropriate

Solaroft reserves the right to deny refund, cancel service, suspend account, or take legal action in cases involving:

• False complaint
• Fake payment proof
• False address
• False system size
• Tampered photos
• Edited service evidence
• Threatening staff for refund
• Repeated policy abuse
• Chargeback fraud
• Unauthorized service booking
• Misuse of promotional offers
• Attempt to receive free service through false claims

To request a refund, contact:

Refund / Customer Support

• Email: [Insert Email]
• Phone: [Insert Phone]
• WhatsApp: [Insert WhatsApp]
• Address: [Insert Address]

Include:

• Name
• Mobile number
• Booking ID / invoice number
• Payment proof
• Service address
• Reason for refund
• Photos/videos, if applicable
• Bank details only if requested through official channel

Do not share OTP, UPI PIN, card PIN, CVV, or banking password with anyone.

Refund approval is subject to verification, service records, technician report, photographs, customer communication, site condition, invoice terms, and applicable law.

Solaroft's decision will be fair, reasonable, evidence-based, and aligned with applicable consumer protection obligations.

Nothing in this Refund Policy limits rights available to consumers under applicable Indian law.