Refund & Cancellation Policy

1. Overview

At SolarClean, we are committed to providing exceptional solar panel cleaning services. This Refund and Cancellation Policy outlines the terms and conditions for cancellations, refunds, and rescheduling of our services.

We encourage you to read this policy carefully before booking our services.

2. Cancellation Policy

2.1 Customer-Initiated Cancellations

• More than 48 hours before service: Full refund of any advance payment made. No cancellation charges apply.
• 24-48 hours before service: 50% of the service fee will be charged as a cancellation fee. The remaining 50% will be refunded.
• Less than 24 hours before service: 100% of the service fee will be charged. No refund will be provided.
• No-show or same-day cancellation: 100% of the service fee will be charged with no refund.

2.2 Company-Initiated Cancellations

If we need to cancel your service due to unforeseen circumstances, you will receive:

• 100% refund of any payment made
• Option to reschedule at your convenience with no additional charges
• Priority scheduling for your next appointment

2.3 Weather-Related Cancellations

• Services may be cancelled due to severe weather conditions (heavy rain, storms, extreme heat, etc.)
• No cancellation fee will be charged
• Free rescheduling within 7 days
• Option for full refund if rescheduling is not possible

3. Rescheduling Policy

3.1 Free Rescheduling

• You may reschedule your appointment free of charge if done 48+ hours in advance
• Maximum of 2 free rescheduling requests per booking
• Rescheduling is subject to availability

3.2 Late Rescheduling

• Rescheduling requests made 24-48 hours before service: ₹200 rescheduling fee
• Rescheduling requests made less than 24 hours before service: ₹500 rescheduling fee
• Third and subsequent rescheduling requests: ₹300 per request regardless of timing

3.3 Emergency Rescheduling

In case of genuine emergencies (medical emergencies, family emergencies, etc.), we may waive rescheduling fees at our discretion. Please contact us immediately and provide relevant documentation if requested.

4. Refund Policy

4.1 Eligible Refund Scenarios

• Service not performed as agreed
• Service quality does not meet our standards (determined by our quality assurance team)
• Cancellation made 48+ hours in advance
• Company-initiated cancellation
• Payment error or duplicate payment

4.2 Non-Refundable Scenarios

• Cancellations made less than 24 hours before service
• Customer no-show or denial of access to property
• Service completed as per agreement
• Customer dissatisfaction with weather conditions or external factors beyond our control
• Maintenance contracts after service has commenced
• Special promotional or discounted services (unless otherwise stated)

4.3 Partial Refunds

Partial refunds may be issued in the following cases:

• Service partially completed due to unforeseen circumstances
• Cancellation made 24-48 hours before service (50% refund)
• Maintenance contract cancelled mid-term (prorated refund for unused services)

5. Refund Processing

5.1 Refund Timeline

• Refund requests are processed within 3-5 business days of approval
• Refunds to credit/debit cards: 7-10 business days
• Refunds to UPI/bank accounts: 3-5 business days
• Refunds to digital wallets: 2-3 business days

5.2 Refund Method

Refunds will be processed using the original payment method unless otherwise agreed. For cash payments, refunds will be processed via bank transfer.

5.3 Refund Notification

You will receive email and SMS notifications when:

• Your refund request is received
• Your refund is approved or rejected
• Your refund has been processed

6. Satisfaction Guarantee

6.1 Re-Clean Guarantee

If you are not satisfied with the quality of our service:

• Notify us within 7 days of service completion
• We will re-clean your solar panels at no additional charge
• This guarantee applies once per service booking

6.2 Quality Assurance

• All services are inspected by our quality assurance team
• Before and after photos are provided upon request
• Performance reports available for maintenance contracts

6.3 Dispute Resolution

If the re-clean does not meet your expectations, we will:

• Conduct a joint inspection with you
• Provide a detailed explanation of the service performed
• Offer a partial or full refund if the service is determined to be inadequate

7. Maintenance Contract Cancellations

7.1 Cancellation Terms

• Maintenance contracts can be cancelled with 30 days written notice
• Cancellation effective from the end of the notice period
• No refund for services already rendered during the contract period

7.2 Prorated Refunds

• Calculated based on remaining scheduled services
• Administrative fee of 10% applies to contract cancellations
• Minimum one month's service fee is non-refundable

7.3 Auto-Renewal Cancellation

To cancel auto-renewal of maintenance contracts:

• Notify us at least 30 days before renewal date
• No cancellation fee for auto-renewal cancellation
• Contract will expire at the end of current term

8. Special Circumstances

8.1 Access Issues

If our technicians cannot access your property due to reasons within your control:

• Full service fee will be charged
• Rescheduling fee applies for new appointment
• No refund will be provided

8.2 Unsafe Conditions

If our technicians determine working conditions are unsafe:

• Service will be suspended immediately
• Full refund or free rescheduling once conditions are safe
• No service fee charged if no work was performed

8.3 Pre-existing Damage

• If panels are too damaged to clean safely, full refund will be provided
• Inspection fee may apply in some cases (₹500)
• Recommendations for repairs will be provided

9. How to Request Cancellation or Refund

To cancel a service or request a refund:

Step 1: Contact Us

• Email: info@solarclean.com
• Phone: +91 98765 43210
• WhatsApp: Available on our website

Step 2: Provide Information

• Booking ID or reference number
• Registered name and contact details
• Reason for cancellation/refund
• Preferred refund method (if applicable)

Step 3: Confirmation

• You will receive acknowledgment within 24 hours
• Refund/cancellation will be processed as per applicable policy
• You will receive status updates via email and SMS

10. Exceptions and Special Cases

We reserve the right to make exceptions to this policy in cases of:

• Medical emergencies (with documentation)
• Natural disasters or force majeure events
• Government restrictions or lockdowns
• Other extraordinary circumstances at our discretion

Each case will be reviewed individually, and decisions will be made in good faith.

11. Policy Updates

This Refund and Cancellation Policy may be updated from time to time. Changes will be effective immediately upon posting on our website. Bookings made before policy changes will be governed by the policy in effect at the time of booking.

We recommend checking this page periodically for any updates.

12. Contact Information

For questions about this Refund and Cancellation Policy or to request a cancellation/refund, please contact us: