Solar Sqaure - Regarding refund

I am writing to formally lodge a complaint against SolarSquare regarding the unjustified denial and delay of my refund for booking reference number RSSMP*****.

Background:
On February *, ****, I booked a *.** kW solar rooftop system with SolarSquare and paid an advance amount of Rs. **,***. Upon receiving the quotation, I observed that it lacked transparency, as it did not include an itemized cost breakdown of key components such as panels, inverter, mounting structure, and other materials. The quotation instead presented a lump-sum figure that appeared significantly higher than prevailing market rates.

Due to these concerns, I requested cancellation of the booking and a full refund.

Key Issues:
*. Lack of Transparency
The company failed to provide a detailed, itemized quotation, which is essential for informed decision-making. This lack of clarity justified my cancellation request.

*. No Technical Visit Conducted
No Detailed Engineering Visit (DEV) was conducted at my site. I was never informed of any scheduled visit, nor was I present for one. The only visit made was by a salesperson when the site was still under construction, making any proper technical assessment impossible.

*. Mis-selling by Sales Team
At the time of booking, the sales team was fully aware that the site was under construction and not ready for installation. Despite this, they proceeded with the sale and collected the booking amount. It is unfair and unethical to now shift responsibility onto me for construction-related delays.

*. Unjustified Denial of Refund
The company has denied my refund without providing any valid justification, documentation, or proof.

Company’s Response:
SolarSquare responded stating:

“The Detailed Engineering Visit (DEV) was not conducted at your site, as you had informed our team that construction of an additional floor was planned. Based on this information, the DEV was kept on hold from your end.”

They further stated:

“If a cancellation request is raised after ** hours of booking but before DEV, the refund eligibility is subject to the policy terms.”

My Position:
The company’s own response clearly confirms that no DEV was conducted. Therefore, my case falls under the category of cancellation before DEV, making me eligible for a refund as per their stated policy.

However, despite this, my refund has been denied.

Important Clarification:

I would like to clearly state that I am requesting a full monetary refund only.
No adjustment, credit note, or transfer of the amount to any future project is acceptable.

Concerns:
Lack of transparency in pricing and policies

Mis-selling and unethical sales practices

Arbitrary interpretation of refund policy

Delay and refusal to process a legitimate refund

I want

Request for Resolution:
In light of the above, I request the following:

Immediate processing of a full refund of Rs. **,***
Written confirmation of the refund

I look forward to your prompt and fair resolution.