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Refunds & Cancellations Policy – Solar Citizen

At Solar Citizen, we design, supply, install and commission solar energy systems for homes and businesses across Karachi, Lahore and Pakistan. Because every system is engineered and procured specifically for your property, this policy explains how quotations, booking deposits, survey fees, cancellations, refunds and warranty claims are handled. It should be read together with our Terms & Conditions.

Quotations & Proposal Validity

Every quotation or proposal we issue is an estimate based on the equipment prices, exchange rates and duties applicable on the date it is prepared. Unless the document states otherwise, a proposal is valid for 7 days. Solar panel, inverter and battery prices in Pakistan move with the market and the US Dollar exchange rate, so your price is confirmed only when you sign the contract and pay the booking deposit. If a proposal has expired, we will re-issue it at current rates before your order is confirmed.

Booking Deposit & Cancellations

To confirm your order and reserve equipment, a booking deposit is required, as set out in your signed proposal. Our cancellation terms are:

  • Before your Expert Survey or equipment order: if you cancel before we have carried out the on-site Expert Survey or placed the order for your equipment, your booking deposit is refunded in full.
  • After equipment has been procured: once panels, inverters, batteries or other equipment have been ordered or procured specifically for your system, the cost of that equipment and any non-recoverable charges (for example supplier restocking, import or logistics costs) may be deducted from your refund. Any balance is returned to you.
  • After installation has begun: once installation work has started, refunds are limited to amounts not yet committed to equipment, materials and labour for your project, assessed against the milestone payments already due.

Cancellation requests must be made in writing to [email protected].

Expert Survey Fee

A detailed on-site Expert Survey — assessing your roof, shading, wiring, sanctioned load and structure — carries a fee of PKR 3,000. This fee is adjusted against your final quotation if you proceed with the installation. Once the survey visit has been completed, the survey fee is non-refundable, as it covers our engineer’s time and travel. Online consultations and calculator-based estimates remain free of charge.

Milestone Payment Schedule

Solar installations are billed against milestones rather than a single upfront payment. A typical schedule is:

  1. A booking deposit to confirm your order and reserve equipment;
  2. A payment on delivery of equipment to your site; and
  3. The balance on commissioning and handover of the completed system.

The exact percentages and stages are stated in your signed proposal or contract, which prevails over this general description.

Equipment & Workmanship Warranties

Refunds are not offered for a change of mind on equipment that has already been installed and commissioned. Instead, your system is protected by warranties:

  • Manufacturer warranties on panels, inverters and batteries are provided by the respective manufacturers under their standard terms (for example the product and performance warranties on panels, and the warranties on inverters and batteries stated on your equipment datasheets). Solar Citizen manages valid manufacturer warranty claims on your behalf.
  • Workmanship warranty on our installation work covers defects in the installation itself for the period stated in your contract.

Warranty claims are subject to the manufacturer’s terms and to the system being used and maintained correctly. Damage caused by misuse, unauthorised modification, or events outside our control is not covered.

How to Raise a Refund, Cancellation or Warranty Request

To request a refund or cancellation, or to raise a warranty claim, contact us with your name, your project or invoice reference, and details of your request:

We aim to acknowledge every request within two working days and to complete approved refunds within a reasonable period.

Governing Law

This policy, and any refund or cancellation under it, is governed by the laws of Pakistan, and any dispute is subject to the exclusive jurisdiction of the courts of Karachi, Pakistan.

📧 Email: [email protected]
🌐 Website: www.solarcitizen.com.pk

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