Supplier Settlement Policy

This policy explains how suppliers accept paid orders, provide fulfilment evidence, respond to customer issues, and receive scheduled payouts through The Solar Hub (TSH). It supplements the supplier Terms and the permanent settlement summary attached to each order. Suppliers remain responsible for accurate availability, price and service information; lawful and safe fulfilment; genuine evidence; accurate payout details; and prompt responses.

A 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 selected instruction is recorded with the order when payment is confirmed. The default refund choice starts a 24-business-hour refund review period. Only one authorized TSH operator may restore acceptance during that period for a documented technical or operational exception before the payment provider receives the refund request.

The order acceptance payout is 70% after valid paid-order acceptance; 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 with no unresolved issue affecting that amount. When a payout is ready under this schedule, it has passed the relevant commercial condition; it does not mean that the bank transfer is complete. A transfer also requires an unchanged verified payout account, sufficient funds, no applicable hold, checks that prevent duplicate transfers, and confirmation from the payment provider.

The supplier chooses its payout bank account. TSH Finance does not choose or edit the destination. TSH may resolve the account and verify that it belongs to the supplier business, proprietor, or an authorized representative. Exact equality with the registered business name is not always required because a sole proprietor may lawfully use a personal account. Each authorization is bound to the verified account and is invalidated by an account change.

Up to NGN 15,000,000 may be transferred automatically when every other check passes. Above NGN 15,000,000 and up to NGN 30,000,000 requires enhanced TSH Finance review. Above NGN 30,000,000 requires TSH Finance to arrange and confirm funding before the transfer. These thresholds route work and do not cap, cancel, or reduce valid supplier entitlement. TSH sends payouts to the supplier's verified bank account through its payment provider, checks provider records to prevent duplicate payment, and describes a transfer as paid only after the provider confirms success.

Delivery and installation require relevant photographs and completion evidence; a future delivery-only order requires proof of delivery. The completion time is recorded when valid current evidence is submitted unless an earlier accurate time is properly recorded. The customer has 72 hours to accept or report an issue before the fulfilment payout becomes due, with notices at opening, 24 hours, and 48 hours. The final payout has a 28-day observation period with reminders around days 14, 21, 27, and 28. Corrected evidence after remediation starts a new observation period while preserving the old audit history.

An issue holds the affected unpaid payout. The supplier should respond within 48 hours with evidence, a remediation proposal and date, a request for information, or a reasoned dispute. TSH may hold a payout for recorded fraud, possible duplicate payment, a wrong-order or change request, a legal or compliance concern, compromised bank details, cancellation, a safety concern, or a confirmed error in the amount. A hold pauses the transfer without cancelling a valid supplier entitlement. Exceptional adjustments require one authorized TSH operator and a permanent audit record explaining the decision. A payment-provider failure or reversal never permits an unverified duplicate transfer.

TSH keeps settlement decisions, verified account relationships, masked destination identity, authorizations, fulfilment evidence details, communications, issues, payment-provider records, and final outcomes to perform the contract, prevent fraud and duplicate payment, resolve disputes, and meet legal obligations. Full bank details and sensitive files are restricted by purpose. Personal data is handled under the Privacy Policy. TSH may update this policy prospectively; the order-specific version and disclosed schedule remain preserved unless lawfully amended. Questions may be sent to TSH Support.