Cancellation and Refund Policy for Homeowners: SolarSquare 

At SolarSquare, we place your satisfaction at the heart of everything we do.

In the event that you wish to cancel your solar project, rest assured that we have a fair and transparent cancellation and refund policy in place.

1. Cancellation By Customer 

1.1  To initiate cancellation of your solar project, please send a written cancellation request to our official email at welisten@solarsquare.in or message us on our verified WhatsApp number 7208979637. For clarity and record purposes, we are unable to process verbal cancellation requests.

1.2 The cancellation policy depends on the stage of the project at the time the cancellation request is raised by the customer-

 1.3 When is my order eligible for cancellation?

A customer can raise a cancellation request only under the following conditions:

• Cancellation policy window: if the request is made within the specified duration, as per the cancellation policy outlined in the table above
• Non-fulfilment of commitment: If SolarSquare has made a formal commitment around timelines (in writing) but cannot adhere to the same.

1.4 When can the order not be cancelled?

Cancellations or refunds won’t be accepted in situations beyond SolarSquare’s control, including:

• Change of Mind: If you change your mind after 24 hours of paying the booking amount, the order cannot be cancelled and no refund will be issued.
• Custom Installation: You request non-standard installation or materials not included in the original quote, against SolarSquare’s guidelines.
• Unclear Communication: You didn’t clearly communicate your requirements.
• Third-party Delays: Delays caused by Discoms or ot external service providers beyond the control of SolarSquare.

2. Cancellation by SolarSquare:

At SolarSquare, we aim to serve every customer with the highest commitment.  However, in rare or exceptional situations, we reserve the right to cancel our booking at our sole discretion. This applies regardless of whether the appointment has been confirmed and/or payment has been received. A booking may be cancelled under the following circumstances:

• Unforeseen circumstances: In rare events beyond our control, such as natural disasters, labour strikes or other force majeure conditions, SolarSquare may cancel the project without any penalties. Any costs incurred will be transparently communicated and you will be provided with options for a refund or rescheduling.
• Fraudulent or Suspicious Transactions: If we suspect any fraudulent activity or transactions not in accordance with our Terms and Conditions.
• Operational or Logistical Challenges: In case of limitations in logistics, permits or other operational roadblocks that prevent project execution.
• Design Feasibility Issues: If, during detailed planning, we discover significant design or feasibility issues that prevent safe or optimal installation, the booking will be cancelled. In such cases,  a refund will be issued after deducting a ₹10,.000/- onboarding fee to cover pre-project efforts.

We remain committed to transparency and will ensure clear communication in the event of any such cancellation. All cancellations will be in accordance with Solar Square’s most recent policies available on our official website.

3. Refunds:

3.1. Amount once paid through the payment gateway shall not be refunded except in the following circumstances:

• If a Customer’s card or bank account is debited multiple times for the same transaction or if an excess amount is charged, the extra amount (excluding payment gateway charges) will be refunded.
• If payment is successfully debited but the order is not placed and the Customer chooses to request a refund, the net amount (excluding payment gateway or processing charges) will be refunded.

3.2. In case of cancellations:

• Refunds will be processed only if the cancellation has been done in compliance with SolarSquare’s Cancellation and Refund Policy.
• No refund will be issued if no formal response is received from the customer following four outreach attempts through any of the specified channels, including but not limited to in-person meetings, phone calls, WhatsApp or email.

3.3. In case the Customer refuses to accept the service or product, a refund will not be issued.

3.4. If your cancellation request is approved and the payment was made through electronic means like debit card, credit card, net banking, wallet etc. – the refund shall be processed within 15 business days to your bank account shared with your SolarSquare representative. Please note that standard bank deductions, including but not limited to transaction fees, processing charges and convenience fees, will be deducted from the refundable amount.

3.5. All refunds shall be issued in Indian Rupees only.

3.6. We do not issue any cash refunds. If you have made the payment in cash, you will be required to provide your personal bank account details for the refund. Please note that refunds cannot be processed to third-party accounts, i.e. the name under which the booking has been made  should match the name of the bank account holder for the refund

3.7 SolarSquare shall not be liable to you in case incorrect bank account details have been provided.

3.8. In case of any discrepancies regarding the receipt of the refund amount, SolarSquare may request additional information such as a bank statement or any other relevant document.

3.9. SolarSquare reserves the right, at its sole discretion, to cancel or withhold any refund in the following cases:

• Fraud, malpractice or misrepresentation on account of the Customer, or
• For any other reason deemed valid by SolarSquare.

3.10. SolarSquare does not guarantee the accuracy or timelines of the refund credit to the customer’s card or bank account once the refund has been processed from our end.

3.11. SolarSquare  assumes no responsibility and shall not be held liable for any failure to process your payment on the scheduled date owing to any one or more of the following reasons:

• If the payment instruction(s) provided by you is/ are incomplete, inaccurate, and invalid and delayed;
• If the payment account has insufficient funds/ limits to cover for the amount as mentioned in the payment instruction(s);
• If the funds in your account are subject to a lien, hold or any other restriction;
• If your bank refuses or delays honouring the payment instruction(s);
• Circumstances beyond the control of SolarSquare, including, but not limited to fire, flood, natural disasters, bank strikes, power failure, systems failure, like computer or telephone lines breakdown due to an unforeseen cause or interference from an outside force;
• In the event a payment is unsuccessful for any of the above reasons, we will notify you via email.

4. If you want to make changes to your solar project before the design is finalised, you can request a change order. Depending on the changes, there might be additional charges or refunds applicable, and this will be processed separately from the cancellation policy. 

5. If we have obtained permits or clearances for your solar installation, and you still decide to cancel, the cancellation policy will apply, and certain charges may be deducted from the refund amount.

6. In certain cases, SolarSquare may offer you the option to reschedule the installation instead of cancelling the project, subject to availability and feasibility.

7. If the cancellation is based on concerns related to product performance or quality, please note that our standard product warranty and service policies will apply. Once the system is installed, cancellations are not permitted.

8. Late or missing refunds: If you haven’t received a refund yet, please check with your bank first as there may be a processing delay at the bank’s end. If you do not receive the refund, please contact us at welisten@solarsquare.in and our team will assist you.

9. Miscellaneous: Please note that all cancellation and refund requests will be subject to SolarSquare’s sole discretion and assessed on a case-by-case basis.

SolarSquare reserves the right to amend or modify, add or remove any portion of this Policy at any time, without prior written notice. We encourage you to review it periodically.

Please note that signing the Order Confirmation Receipt or making any payment implies that you agree to the terms stated in this Cancellation and Refund Policy.

If you have any questions, need further clarification, or wish to speak with someone, please feel free to contact your Solar Consultant, Delight Manager, or write to us at welisten@solarsquare.in. We are here to support you every step of the way!

Thank you for choosing SolarSquare!