SolarOps Refund Policy

Effective date: 1 July 2026 Last updated: 1 July 2026

1. Introduction

SolarOps is provided by SolarOps, trading as SolarOps ("SolarOps", "we", "us" or "our").

This Refund Policy explains how refunds, credits, cancellations, trials, promotions, billing errors, and subscription changes are handled for SolarOps.

Refund and billing enquiries may be sent to:

hello@solarops.co.za

2. Free trials and promotional offers

Where SolarOps offers a free trial, discounted launch offer, free-month promotion, or other promotional campaign:

• the offer applies only for the period, package, region, and customer type stated in the offer;
• the offer may require a valid account, verified organisation details, or accepted order form;
• the offer may not be exchanged for cash;
• unused trial time is not transferable unless SolarOps agrees in writing;
• SolarOps may refuse, withdraw, or adjust an offer if it is used fraudulently, duplicated, resold, or abused.

If a paid subscription starts automatically after a trial, the subscriber is responsible for cancelling before the trial ends unless a written agreement says otherwise.

3. Subscription cancellations

Unless otherwise required by law or agreed in writing:

• cancellation prevents future renewal;
• access continues until the end of the paid billing period;
• fees already paid are not automatically refundable;
• outstanding amounts remain due;
• historical data export and retention rights remain subject to the Terms of Service.

SolarOps may provide a credit instead of a cash refund where this is fair, lawful, and commercially reasonable.

4. When refunds may be considered

SolarOps may consider a refund or account credit where:

• the subscriber was charged after a confirmed cancellation that should already have taken effect;
• SolarOps made a billing error;
• duplicate payment was received for the same subscription period;
• the subscriber was charged for the wrong package due to a SolarOps configuration error;
• applicable consumer or contract law requires a refund;
• SolarOps agrees in writing to a specific refund condition.

Refund requests should include the subscriber organisation, account email, invoice or payment reference, amount, date, and reason for the request.

5. Non-refundable items

Unless required by law or agreed in writing, the following are not automatically refundable:

• completed subscription periods;
• setup, migration, onboarding, training, configuration, or professional-service fees;
• usage-based fees, add-ons, message costs, storage, third-party provider costs, or pass-through charges already incurred;
• custom development, integration, data cleanup, or import work already started;
• charges caused by subscriber configuration, user error, unsupported integrations, or missed cancellation deadlines.

6. Package changes

If a subscriber upgrades, downgrades, or changes package:

• pricing may be prorated, credited, or applied at the next billing cycle depending on the subscription arrangement;
• downgrades may reduce access to features, limits, storage, seats, integrations, and support levels;
• SolarOps may require outstanding amounts to be paid before a package change takes effect.

7. Payment processing timelines

Approved refunds are normally submitted to the payment provider within a reasonable operational period. The time it takes for money to appear in the payer's account depends on the bank, card network, payment provider, country, and currency.

SolarOps is not responsible for delays caused by banks, card networks, payment processors, exchange controls, or incorrect payment details supplied by the subscriber.

8. Taxes and currency

Refunds may be affected by tax rules, VAT, currency conversion, bank charges, exchange-rate movement, or payment-provider fees. Where lawful, SolarOps may refund only the net amount it actually received or may issue an account credit.

9. Chargebacks and disputes

Subscribers should contact SolarOps before initiating a chargeback or payment dispute so that the issue can be investigated quickly.

Where a chargeback is opened:

• SolarOps may suspend affected services while the dispute is reviewed;
• access may remain restricted until the disputed amount and related fees are resolved;
• evidence of account use, accepted terms, invoices, payment records, and support correspondence may be submitted to the provider.

10. Legal rights

Nothing in this Refund Policy limits any refund, cancellation, consumer-protection, or statutory right that cannot lawfully be excluded.

Where this Refund Policy conflicts with a signed order form, written agreement, or mandatory law, the order form, written agreement, or mandatory law applies to the extent of the conflict.