Customer Purchase and Settlement Policy

The Solar Hub (TSH) operates a marketplace through which customers purchase solar products and related delivery and installation services from suppliers. A supplier availability confirmation before payment is separate from customer payment, supplier acceptance of a paid order, customer acceptance of completed work, and supplier payout. The checkout summary identifies the product or package, supplier, price, fulfilment mode, expected delivery or installation information, and settlement schedule. The order-specific summary and the versioned policy shown at checkout form part of the purchase terms.

A successful customer payment does not mean the supplier has already been paid. The supplier payout schedule has three stages: the order acceptance payout is 70% after the supplier accepts the paid order; the fulfilment payout is 25% after current fulfilment evidence and customer acceptance, or after the disclosed 72-hour no-issue process; and the final payout is 5% after the 28-day observation period and the disclosed no-issue process. The exact amounts, rounding, dates, and policy version accepted at checkout are stored with the order. A later policy change does not silently rewrite an existing order schedule.

The supplier has 24 business hours to accept or reject a paid order. Saturdays and Sundays do not count toward the automated deadline, although manual action remains available. A weekend clock starts at 09:00 Africa/Lagos time on Monday, and a deadline that lands on a weekend moves to Monday. By default, an unanswered order moves toward a refund. A supplier may instead expressly instruct TSH to accept unanswered orders automatically. The choice is recorded with the order when payment is confirmed. The default refund choice starts a 24-business-hour refund review period. TSH may restore acceptance during that period only for a documented technical or operational exception. Once a refund is submitted to the payment provider, the old order cannot be restored.

A customer who paid for the wrong product or requests a correction after supplier acceptance must use the separate change or cancellation process. TSH considers procurement status, documented supplier costs, price differences, amendment feasibility, and applicable consumer rights. A payout may be held while the request is decided. Refund timing depends on the provider and payment method after a valid refund is submitted. TSH does not describe a refund as complete until the payment provider confirms that status.

Delivery and installation require relevant completion photographs and supporting evidence; a future delivery-only order requires proof of delivery. TSH notifies the customer when valid current evidence is submitted. The customer may accept or report an issue. If no issue is reported, the fulfilment payout may become due after 72 hours only when the notice remains available in the customer's account, the required notification attempts have been made, and there is no total communication failure or active hold. Notices are scheduled at opening, 24 hours, and 48 hours and state the affected amount and deadline.

The final payout observation period is 28 consecutive calendar days from the recorded completion time. Customer reminders are scheduled around day 14, day 21, day 27, and the day-28 decision point. A no-issue confirmation does not accelerate payment before the disclosed day-28 schedule. Where earlier completion is recorded after the fact, release is no earlier than the later of the normal day-28 date or 48 hours after the final valid customer notice. Corrected evidence after remediation starts a new observation period.

Reporting an issue immediately records the case and holds the affected unpaid payout. The supplier is normally asked to respond within 48 hours with evidence, a remediation proposal and date, a request for information, or a reasoned dispute. Acceptance or deemed acceptance does not waive applicable warranty, repair, replacement, refund, safety, or statutory consumer rights. A rating or public review is optional and never a settlement condition.

TSH may provide settlement notices through the in-app inbox and configured email, SMS, or push channels. Delivery or read evidence depends on provider capability; a failed external channel does not erase the record in the customer's account. TSH retains the order summary, policy acceptance, payout decisions, communications, issues, evidence details, refunds, and payment-provider results needed to perform the contract, prevent duplicate payments, resolve disputes, meet legal obligations, and protect users. Personal data is handled under the Privacy Policy.

Customers may contact TSH Support about an order, issue, refund, or settlement decision. TSH may update this policy prospectively with appropriate notice. The version accepted for an existing order remains preserved with that order unless a lawful, expressly agreed amendment applies.