Policies & your choices
Refund Policy
How SolarQuery treats vendor subscription cancellations, billing problems and payments made directly to independent providers.
This draft reflects SolarQuery’s confirmed service-platform model. The registered operator’s full legal name and address, grievance-officer details, launch date and operating arrangements must be completed and reviewed before publication.
The practical version
- Purchased vendor subscriptions are non-refundable for ordinary cancellations.
- Unused access, a change of mind or an unsuccessful sales outcome does not create a refund.
- Billing mistakes, failure to supply paid access and mandatory legal remedies are handled separately.
- Project payments and service refunds are matters for the customer and the independent provider.
1. What this policy applies to
This policy applies to subscription payments made to SolarQuery for provider access to eligible leads. SolarQuery does not collect the customer’s payment for installation, maintenance, inspection, repair or any other provider service. It does not sell physical products.
The policy should be read with the plan information shown before payment and the Terms of Use. A provider must review the plan’s duration, service areas, categories, access limits and conditions before purchasing. The registration form does not collect a subscription payment.
2. Non-refundable subscription purchases
Once a vendor buys a subscription, the purchase is non-refundable under the ordinary cancellation rule. This includes a change of mind, a decision to stop using the platform, unused access, failure to follow up, a customer choosing another provider, or a project not becoming a sale.
A subscription buys the platform access described in the plan. It does not buy a guaranteed order or revenue result. Do not assume a minimum volume, exclusive access, unlimited usage or rollover unless the accepted plan expressly states that benefit.
Closing a profile, reducing your service area or stopping use does not automatically create a pro-rata refund or credit. Any plan-specific benefit must be clearly recorded at purchase.
3. Billing errors and legal remedies
“Non-refundable” is not a rule allowing duplicate or unauthorised charges, a material billing error or failure to provide the paid platform service to go unaddressed. Contact support if the amount charged is wrong, a payment is duplicated, or the agreed access cannot be supplied.
SolarQuery should investigate the payment and entitlement records, correct the error and provide the remedy required by the accepted terms and applicable law. A remedy may involve restoring access, reversing an incorrect charge or refunding an amount where legally due. The investigation is different from a change-of-mind cancellation.
Nothing in this policy excludes a non-excludable right, remedy for a deficient or misrepresented service, or an applicable consumer protection. Whether a particular business purchase attracts a statutory remedy depends on its facts; this policy does not pre-decide that question.
4. Stopping future renewals
If a plan offers recurring billing, its renewal amount or pricing method, frequency and cancellation procedure must be disclosed before authorisation. Use the stated cancellation route or contact support to stop future renewals. The confirmation should explain when cancellation takes effect.
Cancelling future renewals does not normally reverse a subscription period already purchased. If a charge occurs after an effective cancellation or without required authorisation, report it as a billing issue. Completing a registration does not authorise recurring billing.
5. How to report a subscription payment issue
- Email support@solarquery.com with “Subscription billing” in the subject.
- Include the registered business name and email, plan name if available, transaction or invoice reference, payment date and amount.
- Explain whether the issue is a duplicate charge, wrong amount, missing access, cancellation problem or another concern.
- Attach a redacted receipt if useful. Do not send full card numbers, CVV, passwords, bank login details or payment OTPs.
The team should acknowledge the case and investigate with the relevant payment provider. Approved reversals or refunds should normally go through the original payment method, subject to processor capability and applicable rules. The actual processing time must be communicated after the case is assessed; this draft does not invent a gateway settlement period.
You retain any valid right to raise a payment dispute with your payment provider. Do not submit a knowingly false dispute; equally, no platform rule requires you to give up a legitimate remedy.
6. Payments made to service providers
Customers agree project charges directly with the independent provider. Any deposit, cancellation, rescheduling, workmanship remedy or service refund should be addressed with that provider under the written agreement and applicable law. SolarQuery does not hold those funds and cannot automatically reverse them.
Ask for clear cancellation terms before paying. Keep the proposal, invoice and evidence of payment. You may also report a concern to SolarQuery so we can review platform conduct or assist with communication, but that report is not a promise of compensation from SolarQuery.
7. Contact and policy administration
Contact support@solarquery.com, India +91 98179 97081 or USA +1 415 484 0053. The operator and grievance details pending completion are recorded in the Terms of Use.
The non-refundable condition should be prominent at checkout and affirmatively accepted, with a retained record of the terms supplied at purchase. A later policy change must not silently remove an earlier purchased entitlement or a mandatory remedy.