Comprehensive Refund & Cancellation Policy

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

1. Foundational Principle: Project-Based Physical Infrastructure

Greenergy provides physical solar infrastructure installation services. Unlike digital services or off-the-shelf retail products, our business model involves significant upfront capital expenditure to procure highly specific, heavy equipment (solar panels, inverters, custom-fabricated mounting structures) customized specifically for your property's dimensions and load requirements.

Because these materials are procured specifically for your project and involve substantial logistical costs to transport, we operate under a strict, milestone-based refund framework to protect the sustainability of our operations while remaining fair to our clients.

2. Refund Eligibility Matrix

❌ Strictly Non-Refundable

Post-Installation: Once the solar plant is physically installed on your property, no refunds will be issued under any circumstances. (Any issues are handled via warranty).
Generation Estimates: Refunds are never issued based on the system generating slightly less power than estimated, as generation depends on uncontrollable weather variables.
Subsidy Delays: Delays or rejections by the government (MNRE) in processing the PM Surya Ghar subsidy do not entitle the client to a refund from Greenergy.
DISCOM Delays: Delays by the local electricity board in installing the net meter do not entitle the client to a refund.
Custom Structures: Costs associated with custom-fabricated high-rise mounting structures are non-refundable once fabrication has begun.

✅ Eligible for Review

Pre-Procurement Cancellation: If you cancel the project within 48 hours of paying the booking advance, BEFORE any materials have been ordered or dispatched.
Technical Unfeasibility: If, after receiving the advance, our senior engineers determine your roof is structurally unsafe for installation and we must cancel the project.
Accidental Duplicate Payments: If our payment systems accidentally charge you twice for the same milestone.
Failure to Deliver: If Greenergy completely fails to deliver the materials to your site within 45 days of the agreed timeline (excluding force majeure events).

3. Cancellation Mechanics & Milestone Refunds

If a project must be canceled, the refund amount depends entirely on the current milestone of the project:

Phase 1: Post-Booking, Pre-Procurement (Within 48 Hours): 100% refund of the booking advance, minus a flat ₹5,000 fee to cover the initial engineering site survey, shadow analysis, and administrative setup costs.
Phase 2: Post-Procurement, Pre-Dispatch: If materials have been ordered from the OEM but not yet dispatched to your site, the refund will be the advance paid minus a 10% cancellation fee on the total project value to cover OEM cancellation penalties.
Phase 3: Post-Dispatch to Site: Once solar panels, inverters, and structures have been dispatched to or delivered to your property, the project cannot be canceled without severe penalties. The client will be liable for a 20% restocking fee on the material cost, PLUS all two-way transportation and loading/unloading labor costs.

4. Warranty Replacements vs. Refunds

It is critical to distinguish between a refund and a warranty claim. If a solar panel shatters, an inverter malfunctions, or wiring faults occur after installation, this is a Warranty Issue, not a Refund Issue.

Greenergy will facilitate the replacement or repair of defective components under the respective OEM warranties (e.g., 25 years for panels, 5-10 years for inverters) and our 5-year workmanship warranty. We do not issue monetary refunds for defective hardware; we repair or replace it.

5. Dispute Resolution & Chargebacks

We request that clients contact our project management team directly to resolve any installation or billing issues before initiating a chargeback with their bank.

Chargeback Policy: Initiating a chargeback for materials delivered or services rendered without first attempting to resolve the issue with Greenergy constitutes a breach of our Terms of Service. In the event of an unjustified chargeback, we reserve the right to physically recover our equipment from the site, suspend all warranty support, and pursue the disputed amount through legal collections in New Delhi courts.

6. Formal Refund Request Procedure

If you believe you meet the criteria in the "Eligible for Review" matrix (Phase 1 or Phase 2 cancellations), you must follow this exact procedure:

Submit Written Request: Email support@greenergy.store with the subject line "Project Cancellation & Refund Request - [Your Name/Property Address]".
Provide Documentation: Include your booking receipt number, the exact amount paid, and the reason for cancellation.
Assessment Phase: Our operations team will review the current status of your project (whether materials are ordered, dispatched, etc.) to determine the applicable refund tier. This takes 3-5 business days.
Final Determination: We will issue a formal decision and refund calculation via email.
Process Approved Refund: If approved, the refund is processed via NEFT/RTGS to the original bank account used for payment. Processing typically requires 7-14 business days.

7. Policy Modifications & Updates

Greenergy reserves the right to modify this Comprehensive Refund & Cancellation Policy at any time. Changes become effective upon posting to this page. The "Last Updated" date at the top of this document indicates when the policy was most recently revised.