Shipping & delivery policy

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SolarKeeper sells services, not physical goods. Nothing is shipped to you and there are no shipping charges. This policy explains where we provide our services, when they start after you pay, and how each part of your plan is delivered.

1. Service area

We currently serve homes and communities within Hyderabad city limits and nearby areas. Prices include travel within this area. If your address is outside it, we will tell you before you pay, and any travel charge is shown and agreed in advance. If we can't serve your address and you have already paid, we refund you in full.

2. How services are delivered

• At your home: cleaning, inspection, health tests and fault visits by SolarKeeper technicians.
• Online: output monitoring, bill checks, dispute and warranty paperwork, and monthly reports, delivered through your SolarKeeper account and by WhatsApp, SMS or email.

3. When your service starts

• Account access: immediately after your payment is confirmed. You receive a confirmation by SMS or WhatsApp.
• Onboarding call: within 2 working days, to connect your inverter app or set up monthly readings and collect your recent bills.
• First visit (Care and Care Max): scheduled within 7 working days of payment, on a date and time slot you choose.
• Pay-as-you-go services: scheduled within 3 working days of booking, or on a later date you choose.
• Communities: on the community visit days agreed in writing with the residents' association.

4. Ongoing delivery during your plan

• Output monitoring: every day, with an alert if production drops unexpectedly.
• Bill check: within 3 working days of receiving each month's electricity bill from you.
• Monthly report: by the 7th of the following month.
• Cleaning visits: 8 a year on Care and 12 a year on Care Max, spread evenly through the year and booked with you in advance.
• Health test: one thermal scan and I-V curve test a year on Care and Care Max.
• Repairs on Care Max: a technician visit within 48 hours of a confirmed fault, for faults we can fix on site.

5. Confirmation of delivery

Before each visit we confirm the date, time slot and technician's name. After the visit we send a short summary of what was done and any readings taken. You can raise a concern about any visit within 7 days.

6. Rescheduling and missed visits

• You can reschedule a visit free of charge up to 24 hours before the slot.
• We may reschedule for safety reasons such as rain, strong wind or unsafe roof access. We will offer a new slot within 3 working days.
• If we miss a confirmed visit, we will reschedule it within 3 working days. If an included service in a paid period is not delivered because of us, we will extend your plan or refund that part under our cancellation & refund policy.

7. Things outside our control

Outcomes of DISCOM complaints and warranty claims depend on the DISCOM, installer or manufacturer. We deliver the preparation, filing and follow-up; we cannot guarantee their decision or timeline.

8. Contact

For questions about a visit or delivery, write to [support email] (Monday to Saturday, 9 AM to 7 PM IST).