Refund and Cancellation Policy

Refund and Cancellation Policy

Last updated: 30 October 2026

1. Scope of this policy

This policy explains when you can cancel an order with Solar Smart Pvt. Ltd. (“Solar Smart”, “we”, “us”) and how refunds are paid. It applies to residential rooftop solar systems booked through our website, phone, office or sales team.

For industrial, commercial, housing society and ground-mount projects, the signed contract or purchase order governs. This policy applies to those projects only where the contract is silent.

If your signed agreement or work order states different terms, the agreement prevails over this policy.

2. Cancelling your order

You can cancel your order at any stage. We deduct the cancellation charge for the stage your order has reached on the date we receive your written request, and refund the balance of the amount you have paid.

• Registration means registration of your application on the government portal. Its date is the date on the portal acknowledgement.
• The estimate amount is the amount in the estimate issued by the DISCOM after technical feasibility approval.
• Charges marked “as actual” are based on receipts or invoices, which we share with you on request.
• These are the only charges we deduct when you cancel.

3. Cancellation by Solar Smart

If we cancel your order for technical reasons or reasons on our side, you get a full refund. The only deduction is fees already paid to the DISCOM or a government portal that the authority does not return.

We may cancel your order if:

• the DISCOM rejects the technical feasibility or net-metering application;
• your roof is structurally unsafe, or lacks enough shadow-free area for the system ordered;
• the equipment you ordered becomes unavailable and you do not accept an equivalent alternative.

If required documents, payments or site access are not provided within 30 days of our written reminder, we may cancel the order. This is treated as a cancellation by you under section 2.

Timelines may extend because of events beyond our control, such as natural disasters, government orders, DISCOM delays or manufacturer supply shortages. If such a delay exceeds 60 days, either of us may cancel. We then refund the amount paid, minus the cost of material already delivered to your site and authority fees.

4. How refunds are paid

Approved refunds are credited within 15 working days of approval.

1. We acknowledge your written request within 2 working days.
2. Within 7 working days, we confirm the refund amount with a breakdown of the cancellation charges.
3. We credit the refund within 15 working days of that confirmation.

• Refunds go back to the original payment method, or by NEFT/RTGS to the bank account that made the payment. We do not refund in cash or to a third party.
• Card, UPI and net-banking refunds may take a further 5–7 working days to show in your account, depending on your bank.
• Where GST was charged, we issue a credit note for the refunded amount.
• Amounts paid by a lender are refunded to that lender (see section 6).
• Refunds do not carry interest.

5. Government subsidy and net-metering

Government subsidy for residential rooftop solar, such as under PM Surya Ghar: Muft Bijli Yojana, is paid by the government directly into your bank account. Solar Smart does not receive, hold or guarantee it.

• We prepare and upload the documents needed for your subsidy claim. If a claim is rejected because of an error on our part, we correct and resubmit it at no cost to you.
• We are not liable to refund or compensate for a subsidy that is delayed, reduced or rejected because of eligibility rules, your documents or bank details, or changes to the scheme.
• Where your agreement shows the subsidy adjusted upfront in the price, and the subsidy is later rejected for any of these reasons, you pay us the adjusted amount.
• The net meter is supplied and installed by the DISCOM. Delays in net-meter installation are not grounds for cancellation or a refund once your system is installed.

6. Orders paid through a loan or EMI

A solar loan or EMI plan is a separate agreement between you and your lender. Cancelling your solar order does not cancel that agreement.

• Amounts disbursed by a bank or NBFC are refunded to the lender, not to you, unless the lender instructs otherwise in writing.
• Processing fees, interest, foreclosure charges and other charges levied by the lender are not refundable by Solar Smart.
• For card EMI, the refund goes to the same card. Your card issuer decides how it adjusts the remaining EMIs and interest.

7. Damaged or defective products

An installed solar system cannot be returned for a refund. Defects are fixed by repair or replacement under warranty.

• Damage at delivery: report it within 48 hours of delivery, with photos. We replace damaged items at no cost.
• Equipment warranty: panels, inverters and batteries carry the manufacturer’s warranty as stated in your warranty documents. We raise and follow up warranty claims with the manufacturer for you.
• Workmanship: defects in our installation work are fixed free of charge within the period stated in your agreement.
• Not covered: damage from natural calamities, accidents, theft, misuse, improper cleaning, or changes made by anyone other than Solar Smart or the manufacturer.
• Generation: the generation figures we share are estimates. Lower output due to weather, dust, new shading, grid outages or higher consumption is not grounds for a refund.

8. How to request a cancellation or refund

Email consumer@solarsmart.co.in with the subject “Cancellation request” followed by your agreement or invoice number. Please include:

• your full name and registered mobile number;
• your agreement, work order or invoice number;
• the reason for cancellation;
• bank details of the account that made the payment, with a cancelled cheque.

You can also call 99244 49988. A cancellation takes effect only from the date we receive it in writing, by email or letter.

Office address: Solar Smart Pvt. Ltd., A-301, Vandematram Arcade, Nr. Vandematram Cross Road, New SG Road, Gota, Ahmedabad, Gujarat 382481

Queries and complaints: For any question about this policy, a cancellation or a refund, email consumer@solarsmart.co.in. We acknowledge complaints within 48 hours and resolve them within one month of receipt.

9. Changes to this policy and governing law

We may update this policy from time to time. The version published on our website on the date you sign your agreement applies to your order.

This policy is governed by the laws of India. Subject to your rights under the Consumer Protection Act, 2019, courts in Ahmedabad, Gujarat have jurisdiction over any dispute.