Comprehensive Refund & Cancellation Policy

Document Version: 3.0 | Last Updated: March 24, 2026 | Governing Jurisdiction: India

1. Policy Overview & Philosophy

SolarGo operates a transparent, milestone-based physical installation business. Because our services involve the procurement of high-value physical goods (solar panels, inverters, structures) specifically customized for your property, our refund policy must reflect the physical realities of supply chain and labor deployment.

This Comprehensive Refund Policy clearly delineates the specific circumstances under which refunds may be issued, and the exact scenarios where payments become strictly non-refundable.

2. Refund Eligibility Matrix

To ensure absolute clarity, we have categorized our services into strictly non-refundable scenarios and scenarios eligible for refund review:

❌ STRICTLY NON-REFUNDABLE

Dispatched Materials: Once solar panels, inverters, or mounting structures have left our warehouse for delivery to your site.
Completed Installations: Any physical installation work that has already been executed on your roof.
Subsidy Delays: Delays in receiving the PM Surya Ghar subsidy, as this is entirely controlled by the government.
Net Metering Delays: Delays caused by the local DISCOM in approving or installing the net meter.
Generation Variations: Lower than expected power generation due to weather, dust, or grid outages.

✅ ELIGIBLE FOR REFUND

Pre-Procurement Cancellation: Cancellation of the project after paying the booking advance, but strictly BEFORE any materials have been ordered or dispatched.
Technical Infeasibility: If our final engineering assessment determines your roof cannot safely support the solar plant, and you decide not to proceed with structural reinforcements.
DISCOM Rejection: If the local DISCOM officially rejects the net metering application prior to material installation.

3. Milestone-Based Cancellation Mechanics

If you choose to cancel your solar installation project, the following financial mechanics apply based on the project stage:

Stage 1: Post-Booking, Pre-Procurement: If you cancel after paying the 10% booking advance but before materials are procured, we will refund the advance amount minus a flat ₹5,000 deduction to cover engineering assessment and administrative costs.
Stage 2: Material Dispatched/Delivered: If you cancel after materials have been dispatched to your site, the 60% material delivery payment is non-refundable. If you wish to return the materials, you will be subject to a 20% restocking fee on the total material cost, plus all two-way transportation and handling charges.
Stage 3: Installation Commenced/Completed: Once physical installation begins on your roof, no refunds will be issued under any circumstances. The system becomes your property upon completion of final payment.

4. Warranty Replacements vs. Refunds

It is critical to distinguish between a refund and a warranty claim. If a solar panel or inverter fails to perform according to the manufacturer's specifications, this is a Warranty Claim, not a refund scenario.

SolarGo will assist you in raising the warranty claim with the respective Original Equipment Manufacturer (OEM) (e.g., Waaree, Luminous, Growatt) to secure a replacement or repair of the defective component. We do not issue monetary refunds for defective OEM components.

5. Formal Refund Request Procedure

If you believe you meet the eligibility criteria for a refund (as outlined in Section 2), you must follow this exact procedure:

Written Request: Submit a formal refund request via email to support@solargo.site from your registered email address.

Required Information: Include your full name, property address, project reference number, and a detailed explanation of the reason for cancellation.

Review Period: Our financial team will review the request against the project timeline and material dispatch logs within 5-7 business days.

Resolution: We will notify you of the approval or rejection of your request. If approved, we will specify the exact refund amount after applicable deductions (e.g., ₹5,000 engineering fee).

Processing Time: Approved refunds will be processed within 10-15 business days via the original method of payment or direct bank transfer (NEFT/RTGS).

6. Dispute Resolution & Chargebacks

We strongly encourage clients to resolve any financial disputes directly with our management team. Initiating an unjustified credit card chargeback for services rendered or materials delivered constitutes a breach of contract. In the event of a fraudulent chargeback, SolarGo reserves the right to suspend all warranty support, halt any pending DISCOM/subsidy applications, and pursue legal action to recover the funds, including all associated legal and administrative costs.

7. Policy Modifications

SolarGo reserves the right to modify, amend, or update this Refund Policy at any time without prior individual notice. Any changes will be effective immediately upon posting to this website. The version of the policy in effect at the time you signed your installation contract will govern your specific project.