Terms & Conditions

Effective Date: [12th Aug 2024]
Revision Date: [16th September 2026]
Legal Entity: Solato Smart Private Limited

These Terms and Conditions govern quotations, orders, sales, payments, collection, delivery where applicable, optional site visits and solar system design services, warranty-related matters, referrals to independent solar installation professionals, regulatory support, and optional Solar Care 360 services offered by Solato Smart Private Limited. More over the Solato Smart Home, Solato Energy, Solato Smart Technologies, Solar Care 360, German Solar Plus are the brand names of Solato Smart Private limited

By accepting a quotation, making any payment, placing an order, collecting goods, requesting any optional service, or otherwise proceeding with a transaction with Solato Smart Private Limited, the customer confirms that the customer has read, understood, and accepted these Terms and Conditions.

1. Nature of Business and Scope of Solato Smart Private Limited

1.1. Solato Smart Private Limited is primarily engaged in the sale and supply of solar equipment, components, hardware, and related stocks, which may include solar panels, inverters, batteries, mounting structures, cables, protection equipment, accessories, and other items specified in the relevant quotation or invoice.

1.2. Unless expressly stated otherwise in a separate written agreement, the standard scope of Solato Smart Private Limited is limited to the sale and supply of equipment and stock.

1.3. Solar system installation, electrical installation, civil works, construction works, roof modification, structural works, foundations, waterproofing, excavation, masonry, concrete work, trenching, fabrication at site, painting, plumbing, or other civil or construction-related activities are not included in the standard scope of Solato Smart Private Limited.

1.4. Upon the customer’s request, Solato Smart Private Limited may separately provide or arrange certain optional professional services, including:

• site visits;
• preliminary site assessments;
• solar system design;
• equipment sizing;
• preparation of an indicative Bill of Quantities;
• technical recommendations; and
• related consultation services.

1.5. Optional site visits, design services, assessments, and consultations shall only be considered included where expressly stated in a quotation, invoice, or separate written agreement. Additional charges may apply.

1.6. Where requested by a customer, Solato Smart Private Limited may also introduce, recommend, or connect the customer with professional solar installation teams, technicians, contractors, engineers, consultants, or other service providers.

1.7. Any such installation team or service provider shall perform its services independently and under its own responsibility. Unless specifically agreed otherwise in writing, such party is not an employee, agent, partner, representative, branch, or legal extension of Solato Smart Private Limited.

1.8. The customer shall separately agree with the installation team regarding installation charges, workmanship, completion period, labour, site requirements, electrical works, testing, commissioning, workmanship warranty, maintenance, and after-sales support.

1.9. Solato Smart Private Limited shall not be responsible for any act, omission, negligence, delay, accident, workmanship defect, property damage, electrical fault, injury, loss, misconduct, or contractual breach caused by an independent installation team or other third-party service provider, except to the extent liability cannot legally be excluded under applicable law.

2. Quotations and Validity

2.1. Unless a different validity period is specifically mentioned on a quotation, prices quoted by Solato Smart Private Limited shall remain valid for fifteen (15) days from the quotation date.

2.2. After expiration of the quotation validity period, Solato Smart Private Limited may revise prices without prior notice.

2.3. A quotation is subject to stock availability, price confirmation, applicable taxes, payment, and any conditions stated in the quotation.

2.4. Issuance of a quotation does not constitute reservation of stock unless Solato Smart Private Limited has received the required payment and confirmed stock allocation.

2.5. Prices may be revised before order confirmation as a result of changes in exchange rates, foreign currency rates, import costs, freight, customs duties, government policies, taxation, manufacturer or distributor prices, supply shortages, regulatory changes, or significant market fluctuations.

2.6. Clerical, typographical, technical, or mathematical errors appearing in a quotation, invoice, website, advertisement, or other communication may be corrected by Solato Smart Private Limited.

3. Optional Site Visit and Solar System Design

3.1. A site visit and solar system design are optional services and are not automatically included with the purchase of solar equipment.

3.2. A customer may request Solato Smart Private Limited to conduct or arrange a site visit for the purpose of collecting information relevant to system planning, equipment sizing, placement, accessibility, or other preliminary technical considerations.

3.3. A site visit shall not constitute a structural survey, building inspection, civil engineering assessment, electrical safety certification, geotechnical assessment, waterproofing inspection, or professional certification of the premises unless expressly agreed in writing.

3.4. Solato Smart Private Limited may prepare a solar system design based on information obtained during a site visit or information provided by the customer.

3.5. Solar system design may include, where applicable:

• proposed solar-panel capacity;
• estimated number of panels;
• inverter capacity;
• battery capacity, where applicable;
• preliminary equipment selection;
• indicative panel arrangement;
• estimated generation;
• preliminary cable or protection requirements; and
• Bill of Quantities.

3.6. Design charges, site-visit charges, travel expenses, engineering charges, or other related professional fees may be charged separately and shall be communicated to the customer where applicable.

3.7. Any solar system design prepared by Solato Smart Private Limited shall be based on the information, site conditions, electricity bills, consumption data, load information, measurements, drawings, photographs, or other information available at the time of preparation.

3.8. The customer is responsible for providing complete and accurate information. Solato Smart Private Limited shall not be responsible for incorrect design outcomes resulting from inaccurate, incomplete, outdated, or withheld information.

3.9. Where a final installation is performed by an independent installation team, the installer shall be responsible for verifying the design, site measurements, structural suitability, electrical suitability, cable routes, protection requirements, mounting requirements, applicable standards, and actual conditions before commencement of installation.

3.10. The installer may recommend changes to a preliminary design due to actual site conditions, applicable standards, safety requirements, equipment compatibility, or installation feasibility.

3.11. Any customer-requested change to an approved design, equipment quantity, capacity, brand, model, layout, or specification may require revision of the quotation and may result in additional charges.

3.12. Unless expressly guaranteed under a separate written agreement, a solar system design is an engineering or commercial recommendation based on available information and does not constitute a guarantee of electricity generation, financial savings, net-billing income, or a specific payback period.

4. Civil Works – Expressly Excluded

4.1. All civil works are expressly outside the scope of Solato Smart Private Limited unless separately agreed under a specific written contract.

4.2. Civil works include, without limitation:

• concrete foundations;
• excavation;
• trenching;
• masonry;
• plastering;
• roof repair;
• waterproofing;
• structural strengthening;
• construction or modification of walls;
• equipment rooms;
• sheds or canopies;
• drainage;
• restoration of tiles or flooring;
• core cutting;
• road cutting;
• underground works;
• structural steel civil support works;
• painting or finishing works; and
• any other building or construction-related activity.

4.3. Where civil work is necessary for installation, such work must be arranged separately by the customer or the customer’s selected installation team.

4.4. Any quotation issued by Solato Smart Private Limited shall exclude civil work unless a particular civil-work item is specifically identified and separately priced in writing.

4.5. Solato Smart Private Limited shall not be responsible for the quality, safety, cost, timing, defects, damage, or performance of civil works carried out by the customer, an installation team, contractor, labourer, or any other third party.

5. Product Selection and Technical Suitability

5.1. Where a quotation is prepared on the basis of a solar system design, Bill of Quantities, load information, drawings, customer requirements, or information provided by the customer or an installation team, the quotation shall be based on that information.

5.2. Where no design service has been requested from Solato Smart Private Limited, the customer and the customer’s selected installer shall be responsible for confirming that the equipment being purchased is technically suitable, correctly sized, compatible, and appropriate for the intended installation.

5.3. Where Solato Smart Private Limited prepares an optional design, the final installer remains responsible for verifying actual site conditions and installation requirements prior to installation.

5.4. Solato Smart Private Limited shall not be responsible for performance problems caused by incorrect installation, improper wiring, unauthorized design modification, shading, structural conditions, poor maintenance, customer load changes, grid conditions, or other matters outside the supplied equipment itself.

6. Prices and Currency

6.1. All prices are stated in Pakistani Rupees (PKR) unless expressly stated otherwise.

6.2. Prices are subject to applicable taxes, duties, levies, regulatory charges, freight charges, and other government-imposed charges unless specifically stated as inclusive.

6.3. Prices may differ between quotations because of market conditions, supplier prices, exchange rates, available stock, batch pricing, promotional arrangements, or product specifications.

6.4. A previous quotation or sale price does not create an obligation upon Solato Smart Private Limited to offer the same price for any subsequent transaction.

7. Taxes, Duties and Government Charges

7.1. Unless expressly stated otherwise in the relevant quotation or invoice, prices quoted by Solato Smart Private Limited are exclusive of applicable sales tax, withholding tax, provincial or federal taxes, duties, levies, fees, and other government charges.

7.2. Applicable taxes shall be charged according to the laws, rules, notifications, and tax rates prevailing at the time the taxable transaction is executed.

7.3. Where a customer claims an exemption from any applicable tax, the customer must provide a legally valid exemption certificate or other required documentation before invoicing or execution of the transaction.

7.4. Any new or additional tax, duty, levy, regulatory fee, customs charge, or government-imposed financial obligation becoming applicable before completion of the relevant transaction shall be payable by the customer where legally permitted.

8. Payment Terms

8.1. Unless different payment terms are expressly stated in the quotation, the customer must pay ninety percent (90%) of the total order value before release, dispatch, or collection of stock.

8.2. The remaining balance shall be payable before or at final release of the stock, as specified on the quotation or invoice.

8.3. Solato Smart Private Limited is not required to release equipment where any amount due against the relevant order remains unpaid.

8.4. Payment shall be considered received only after funds have been successfully received and cleared into the designated account of Solato Smart Private Limited or otherwise acknowledged through an official receipt.

8.5. Payment made for equipment does not constitute payment to an independent installation team unless expressly stated in an official invoice issued by Solato Smart Private Limited.

8.6. Customers should not make payments relating to Solato Smart Private Limited to unauthorized employees, installers, agents, third parties, or unofficial bank accounts.

9. Stock Availability and Allocation

9.1. All quotations and orders are subject to stock availability.

9.2. Stock shall not be considered reserved until the required payment has been received and allocation has been confirmed by Solato Smart Private Limited.

9.3. Where a particular brand, model, capacity, specification, or batch becomes unavailable before confirmation, Solato Smart Private Limited may offer an alternative product for the customer’s approval or revise the quotation accordingly.

9.4. Solato Smart Private Limited shall not substitute a materially different product after order confirmation without customer approval except where required by law or expressly permitted under the agreed quotation.

10. Collection and Customer Pickup

10.1. Unless delivery has been separately agreed in writing and expressly included in the quotation, collection and transportation of purchased stock from the premises, warehouse, or designated collection point of Solato Smart Private Limited shall be the customer’s responsibility.

10.2. The customer is responsible for arranging suitable transportation, labour, securing of equipment, handling, transit insurance, and safe transportation.

10.3. Risk of physical loss, theft, breakage, mishandling, accident, water damage, or other transit-related damage shall pass to the customer once goods have been handed over to the customer or the customer’s driver, transporter, representative, installer, courier, or nominated carrier.

10.4. Where loading assistance is provided by Solato Smart Private Limited as a courtesy, this shall not transfer transportation responsibility to Solato Smart Private Limited.

10.5. The customer must ensure that any vehicle used for collection is suitable for safely transporting solar panels, batteries, inverters, structures, and other sensitive equipment.

11. Delivery Where Separately Agreed

11.1. Where Solato Smart Private Limited expressly agrees to arrange delivery, applicable delivery charges, destination, unloading responsibility, and delivery terms shall be specified separately.

11.2. Delivery dates are estimates unless expressly guaranteed in writing.

11.3. Solato Smart Private Limited shall not be liable for reasonable delays caused by transport companies, road closures, weather, strikes, government restrictions, import delays, force majeure, security conditions, or other matters outside its reasonable control.

11.4. Unless otherwise agreed, unloading, shifting equipment within the customer’s premises, rooftop lifting, cranes, forklifts, labour, and site handling are not included in standard delivery.

12. Inspection at Collection or Delivery

12.1. Customers should inspect quantities, model numbers, packaging, external physical condition, and visible damage when receiving goods.

12.2. Any visible shortage, incorrect item, or apparent transport or handling damage should be recorded immediately and reported to Solato Smart Private Limited.

12.3. Once goods have been collected and accepted without any reported visible discrepancy, claims concerning obvious physical damage, missing items, or transportation damage may be rejected to the extent permitted by applicable law.

12.4. Latent manufacturing defects remain subject to the applicable manufacturer’s warranty terms.

13. Transfer of Ownership and Risk

13.1. Risk in the goods passes according to the collection or delivery provisions stated in these Terms.

13.2. Legal title to goods shall remain with Solato Smart Private Limited until the full invoiced price for those goods has been received, to the extent permitted by applicable law.

13.3. Passing of risk and passing of ownership may occur at different times.

14. Cancellation, Returns and Refunds

14.1. Once an order has been confirmed, stock has been allocated, or procurement has commenced specifically for the customer, cancellation shall be subject to written approval by Solato Smart Private Limited.

14.2. Special-order, imported-on-demand, customized, opened, installed, used, physically damaged, modified, or customer-specific goods may not be returnable except where required by applicable law or covered by an applicable manufacturer warranty.

14.3. Any approved return must comply with the return conditions communicated by Solato Smart Private Limited and may be subject to reasonable handling, transport, supplier, or restocking costs where legally permissible.

14.4. A customer’s change of mind after stock procurement or allocation does not automatically create a right to a refund.

14.5. Nothing in this clause is intended to exclude any non-excludable rights available under applicable law.

15. Independent Installation Services

15.1. Solar system installation is not included in the ordinary stock-sale business of Solato Smart Private Limited.

15.2. At the customer’s request, Solato Smart Private Limited may connect the customer with independent professional installation teams.

15.3. The customer shall have the responsibility to evaluate and select an installation team and agree directly upon the installation scope and commercial terms.

15.4. Any installation quotation, workmanship warranty, completion schedule, labour commitment, technical commitment, electrical-work obligation, after-sales obligation, or other commitment issued by the installation team shall remain the responsibility of that installation team.

15.5. Civil works shall remain outside Solato Smart Private Limited’s scope and should be separately arranged where required.

15.6. Solato Smart Private Limited does not guarantee the performance, conduct, availability, workmanship, schedule, or continued operation of an independent installation team merely because an introduction or referral was provided.

15.7. Customers are encouraged to obtain a written scope, payment terms, workmanship warranty, safety commitments, and completion criteria directly from the selected installation team before work begins.

16. Site Conditions and Customer Premises

16.1. Except to the limited extent covered by an expressly requested optional site visit, responsibility for determining the structural suitability, roof condition, waterproofing, electrical condition, earthing, foundations, cable routes, and other site conditions necessary for installation shall rest with the customer and the selected installation professionals.

16.2. A site visit conducted by Solato Smart Private Limited for solar planning purposes shall not constitute certification that the roof, building, structure, foundations, wiring, or premises are structurally or electrically safe.

16.3. Where there is any doubt regarding structural integrity, roof loading, electrical safety, waterproofing, or civil condition, the customer should obtain assessment from an appropriately qualified engineer or professional before installation.

16.4. Solato Smart Private Limited shall not be responsible for roof leakage, structural failure, waterproofing failure, damage to ceilings or tiles, drilling damage, electrical faults, civil-work defects, or other premises-related loss arising from installation or construction activities undertaken by third parties.

16.5. Existing defects in the customer’s roof, building, wiring, electrical system, foundations, or premises remain the customer’s responsibility.

17. Product and System Performance

17.1. Product ratings, specifications, efficiency levels, battery capacities, inverter capacities, solar-panel outputs, degradation figures, and similar technical characteristics are based on information supplied by manufacturers and applicable technical documentation.

17.2. Actual solar-system generation and financial savings may vary because of weather, irradiation, temperature, orientation, shading, dust, system losses, grid availability, consumption patterns, system configuration, maintenance, degradation, applicable tariffs, regulatory rules, and installation quality.

17.3. Any generation estimate provided as part of an optional design or quotation is an estimate only.

17.4. Unless expressly guaranteed in a separate written agreement, Solato Smart Private Limited does not guarantee any particular number of electricity units, financial savings, payback period, export revenue, or electricity bill reduction.

18. Manufacturer Warranty

18.1. Products sold by Solato Smart Private Limited shall carry only those manufacturer, importer, distributor, or principal warranties applicable to the relevant product.

18.2. Warranty periods, conditions, replacement procedures, repair procedures, exclusions, documentation requirements, serial-number requirements, and processing times shall be governed by the relevant manufacturer’s or distributor’s warranty policy.

18.3. Solato Smart Private Limited is not the manufacturer of third-party solar panels, inverters, batteries, or other branded equipment and does not independently extend the manufacturer’s warranty unless expressly stated in writing.

18.4. Warranty coverage generally does not extend to damage resulting from incorrect installation, misuse, unauthorized repair, physical damage, water ingress, fire, abnormal voltage, electrical surges, poor earthing, short circuit, overloading, incorrect configuration, environmental conditions, natural disasters, theft, negligence, or other causes excluded by the relevant manufacturer.

18.5. Warranty claims may be required to be submitted directly to the manufacturer, importer, distributor, authorized service centre, or warranty provider.

18.6. Solato Smart Private Limited may provide reasonable sales documentation where available but shall not be responsible for the manufacturer’s decision to approve or reject any warranty claim.

18.7. Removal, transportation, reinstallation, labour, travel, courier, replacement installation, or similar expenses relating to a warranty claim are not included unless expressly covered by the applicable warranty or a separately purchased service package.

19. Installation Workmanship Warranty and After-Sales Service

19.1. Workmanship warranty, installation-related fault rectification, installation maintenance, and installation after-sales service are the responsibility of the installation team engaged by the customer.

19.2. Customers should obtain the installation team’s warranty conditions and after-sales commitments in writing.

19.3. Solato Smart Private Limited shall not automatically assume the obligations of an installation team where the installer becomes unavailable, ceases business, fails to respond, or disputes an installation-related claim.

19.4. The purchase of equipment from Solato Smart Private Limited does not create an obligation upon Solato Smart Private Limited to provide free installation maintenance or installation-related after-sales support.

20. Solar Care 360

20.1. Customers may separately purchase Solar Care 360 from Solato Smart Private Limited, subject to availability, eligibility, applicable charges, and the specific scope of the package offered at the time of purchase.

20.2. Solar Care 360 is a separate and optional service package and is not automatically included with the purchase of solar equipment.

20.3. Depending upon the selected package, Solar Care 360 may include services such as:

• scheduled system inspections;
• solar-panel cleaning;
• technical support coordination;
• fault-response assistance;
• warranty-claim facilitation;
• preventive maintenance support;
• monitoring assistance;
• insurance-related benefits where expressly included; and
• other services identified in the applicable package.

20.4. The exact services, visit frequency, response targets, geographical coverage, exclusions, equipment costs, consumables, replacement parts, insurance terms, third-party services, duration, and renewal charges shall be governed by the Solar Care 360 package applicable at the time of purchase.

20.5. Solar Care 360 does not replace or alter the applicable manufacturer’s product warranty or an installer’s workmanship warranty.

20.6. Replacement equipment, spare parts, components, consumables, civil works, structural modifications, major repairs, or substantial electrical rewiring shall be separately chargeable unless expressly included in the purchased package.

21. Net Billing, Grid Interconnection and Regulatory Matters

21.1. Net billing, prosumer registration, grid interconnection approval, concurrence, metering, electricity export arrangements, DISCO requirements, NEPRA requirements, inspections, approvals, tariffs, credits, and related regulatory matters are outside the standard scope of equipment sales by Solato Smart Private Limited.

21.2. Solato Smart Private Limited does not guarantee that any customer or system will qualify for net billing, grid interconnection, prosumer status, concurrence, approval, any particular export tariff, or any other regulatory benefit.

21.3. Applicable electricity regulations, eligibility criteria, technical standards, tariffs, export rates, procedures, fees, documentation requirements, and government policies may change from time to time.

21.4. Customers remain responsible for determining their eligibility and complying with requirements imposed by NEPRA, the relevant distribution company, government authorities, and other regulatory bodies.

21.5. Where requested, Solato Smart Private Limited may provide document preparation, file-submission, or administrative assistance for net-billing or related applications, subject to separate charges and a separately agreed scope.

21.6. Such assistance does not constitute a guarantee of approval and does not make Solato Smart Private Limited responsible for delays, objections, policy changes, inspections, meter availability, technical requirements, government decisions, DISCO processing times, tariff changes, application rejection, or any other regulatory outcome.

21.7. Government fees, DISCO fees, meter costs, processing charges, inspection charges, security deposits, system modifications, additional equipment, documentation expenses, consultant charges, or other third-party expenses shall be separately payable unless expressly included in writing.

22. Internet and Remote Monitoring

22.1. Where an inverter, battery, monitoring platform, data logger, smart meter, or monitoring application requires internet connectivity, Wi-Fi, SIM connectivity, or another communication service, the customer shall maintain such connection at the customer’s own cost.

22.2. Solato Smart Private Limited shall not be responsible for loss of monitoring, missing data, delayed alerts, cloud-service interruption, application downtime, router malfunction, network configuration problems, or disconnection caused by internet or third-party platform availability.

22.3. Manufacturer-operated remote-monitoring services may also be governed by the manufacturer’s own software terms and privacy policies.

23. Customer Responsibilities

23.1. The customer is responsible for providing accurate information regarding required quantities, site load, electricity consumption, electrical requirements, equipment specifications, delivery details, tax status, and other information relevant to the transaction or optional design service.

23.2. The customer shall ensure that equipment is installed, commissioned, operated, maintained, and protected by suitably qualified persons in accordance with manufacturer requirements and applicable standards.

23.3. The customer is responsible for arranging all required civil works unless otherwise separately agreed in writing.

23.4. The customer is responsible for keeping invoices, serial-number records, warranty cards, commissioning records, and other documents required for future warranty claims.

23.5. The customer must not remove, alter, damage, or tamper with serial numbers, warranty seals, identification labels, safety labels, or manufacturer markings.

24. Storage and Delayed Collection

24.1. Customers shall collect confirmed stock within the collection period communicated by Solato Smart Private Limited.

24.2. Where a customer fails to collect fully or partially paid stock within a reasonable period after notification that it is ready, Solato Smart Private Limited may charge reasonable storage, handling, movement, insurance, or warehouse costs where applicable.

24.3. Solato Smart Private Limited shall not be responsible for deterioration attributable to extended storage caused or requested by the customer, particularly where a product requires specific storage conditions.

25. Changes Requested After Confirmation

25.1. Any change requested after confirmation of product specifications, quantities, brands, models, capacities, design, or order shall be subject to availability and written approval.

25.2. Additional procurement, design revision, cancellation, supplier, transport, handling, price-difference, or other costs resulting from a customer-requested change shall be payable by the customer.

26. Theft, Loss and Damage After Handover

26.1. Following physical handover or collection, the customer is responsible for safeguarding equipment against theft, loss, vandalism, weather damage, breakage, mishandling, and unauthorized use.

26.2. Solato Smart Private Limited shall not be responsible for theft, disappearance, loss, or physical damage occurring after risk has passed to the customer.

26.3. Any relocation, dismantling, reinstallation, modification, repair, or alteration performed after installation shall be arranged with the relevant installer or service provider and may affect applicable warranties.

27. Force Majeure

27.1. Solato Smart Private Limited shall not be liable for delay or failure to perform an obligation where performance is prevented or materially affected by circumstances reasonably beyond its control.

27.2. Such circumstances may include natural disasters, floods, earthquakes, extreme weather, fire, war, civil disturbance, strikes, epidemics, governmental restrictions, import restrictions, customs delays, port congestion, transport disruption, supplier failure, shortages, currency controls, regulatory action, utility failure, or other comparable events beyond reasonable control.

27.3. Obligations affected by such circumstances shall be suspended or reasonably extended for the duration of the relevant event, subject to applicable law.

28. Limitation of Liability

28.1. To the maximum extent permitted by applicable law, Solato Smart Private Limited shall not be liable for indirect, incidental, consequential, special, exemplary, or purely economic losses arising from the purchase, transportation, installation, operation, interruption, failure, or use of equipment.

28.2. This includes, where legally permissible, loss of electricity generation, savings, profits, production, business, data, expected payback, regulatory benefits, net-billing income, or other consequential losses.

28.3. Solato Smart Private Limited shall not be responsible for losses attributable to an independent installer, civil contractor, transporter, manufacturer, distributor, utility company, regulatory authority, internet provider, software provider, insurer, consultant, or other third party.

28.4. Nothing in these Terms excludes or limits liability to the extent such liability cannot lawfully be excluded or limited.

29. Third-Party Products and Services

29.1. References by Solato Smart Private Limited to manufacturers, installation teams, civil contractors, service centres, insurance providers, transporters, consultants, software platforms, financial institutions, or other third parties do not constitute a guarantee of their performance.

29.2. Third-party products and services may be governed by separate terms, warranties, licences, privacy policies, exclusions, and charges imposed by those third parties.

29.3. Solato Smart Private Limited shall not be deemed a party to a separate agreement entered into directly between the customer and an independent third party merely because Solato Smart Private Limited made an introduction.

30. Representations by Employees, Installers or Third Parties

30.1. No verbal statement, promise, assurance, warranty, generation estimate, savings estimate, net-billing estimate, installation promise, or other representation shall modify these Terms or the applicable quotation unless confirmed in writing by an authorized representative of Solato Smart Private Limited.

30.2. Independent installers, civil contractors, technicians, and other third parties are not authorized to create contractual obligations on behalf of Solato Smart Private Limited unless expressly authorized in writing.

31. Documentation and Communications

31.1. Quotations, invoices, receipts, delivery documents, collection acknowledgments, order confirmations, optional design agreements, warranty documents, service-package agreements, and other transaction records may form part of the contractual documentation between Solato Smart Private Limited and the customer.

31.2. Electronic communications, including email, electronic invoices, and messages exchanged through officially designated business communication channels, may be used for order administration and documentation where legally permissible.

31.3. The customer must ensure that contact, billing, tax, delivery, technical, and site information provided to Solato Smart Private Limited is accurate.

32. Website Information

32.1. Product photographs, specifications, descriptions, illustrations, estimated outputs, savings figures, marketing information, design examples, and other website content are provided for general information and may be updated from time to time.

32.2. Product appearance, packaging, specifications, accessories, firmware, country of manufacture, and technical details may be changed by manufacturers without notice.

32.3. In the event of any inconsistency between general website information and a customer-specific written quotation or invoice, the customer-specific written quotation or invoice shall prevail for that transaction.

33. No Waiver

33.1. Failure or delay by Solato Smart Private Limited in exercising a contractual right shall not automatically constitute a waiver of that right.

33.2. Any waiver must be made in writing by an authorized representative of Solato Smart Private Limited.

34. Severability

34.1. If any provision of these Terms is found to be invalid, unlawful, or unenforceable by a competent authority, that provision shall be interpreted or limited to the minimum extent necessary while the remaining provisions continue in effect to the extent permitted by law.

35. Entire Agreement and Priority of Documents

35.1. These Terms and Conditions, together with the applicable quotation, invoice, written order confirmation, and any separately executed agreement, constitute the terms governing the relevant transaction.

35.2. Where a customer-specific signed agreement expressly conflicts with these general Terms, the customer-specific signed agreement shall prevail to the extent of the conflict.

36. Amendments to Website Terms

36.1. Solato Smart Private Limited may update these Terms and Conditions from time to time to reflect changes in business practices, taxation, regulations, legislation, government policies, or commercial requirements.

36.2. The terms applicable to a confirmed transaction shall generally be those incorporated into or applicable to that transaction at the time of confirmation, unless a later change is required by law.

37. Governing Law and Dispute Resolution

37.1. These Terms and transactions with Solato Smart Private Limited shall be governed by the applicable laws of the Islamic Republic of Pakistan.

37.2. The parties shall first attempt in good faith to resolve any dispute through mutual discussion and written communication.

37.3. Where a dispute cannot be resolved amicably and the applicable agreement provides for arbitration, the dispute may be referred to arbitration in Islamabad in accordance with applicable Pakistani law.

37.4. Subject to mandatory consumer-protection or jurisdictional requirements under applicable law, the competent courts at Islamabad shall have jurisdiction in relation to disputes arising from transactions with Solato Smart Private Limited.

38. Protection of Statutory Rights

38.1. These Terms and Conditions are intended to clearly allocate contractual responsibilities between Solato Smart Private Limited, the customer, manufacturers, installers, civil contractors, and other independent service providers.

38.2. Nothing contained in these Terms is intended to exclude, restrict, or waive any right, remedy, liability, or obligation that cannot legally be excluded or restricted under applicable Pakistani law.

39. Privacy and Data Protection

39.1. Solato Smart Private Limited may collect and process customer information reasonably required to prepare quotations, verify orders, receive payments, arrange collection or delivery, conduct optional site visits and design work, provide customer support, facilitate manufacturer warranty claims, administer Solar Care 360 where purchased, assist with insurance or regulatory matters where requested, protect its systems and assets, maintain accounting and tax records, and comply with applicable law.

39.2. Customer information may include, where relevant, the customer’s name, telephone number, email address, billing and site address, CNIC or other identity information where reasonably required by law or a regulated third party, NTN or tax information, electricity bills and consumption data, equipment details and serial numbers, system photographs, monitoring and generation data, warranty and service history, payment records, correspondence, and website or device information generated through online interactions.

39.3. Solato Smart Private Limited shall seek to collect information that is reasonably relevant to the stated business or service purpose and shall not knowingly use customer information for an unrelated purpose in a manner prohibited by applicable Pakistani law.

39.4. Customer information may be shared, to the extent reasonably necessary for the relevant purpose, with manufacturers, importers, distributors, authorized service centres, independent installers or technicians selected or approved by the customer, insurers, surveyors, couriers and transporters, banks and payment service providers, professional advisers, IT or cloud service providers, NEPRA, the relevant distribution company, government authorities, or other persons required to complete a customer-requested service or comply with law. Such sharing does not make Solato Smart Private Limited responsible for the independent acts of a third party except where responsibility cannot lawfully be excluded.

39.5. Solato Smart Private Limited shall take reasonable administrative, physical, and technical measures appropriate to the nature of the information and its systems to reduce the risk of unauthorized access, use, alteration, disclosure, loss, or destruction. No electronic system can be guaranteed to be completely secure, and customers are responsible for protecting passwords, portal credentials, Wi-Fi credentials, and other access information under their control.

39.6. Customer information may be retained for as long as reasonably required for the purpose for which it was collected, for warranty or service administration, for tax, accounting, audit, insurance, regulatory, fraud-prevention, dispute, or legal-record purposes, or for another period required or permitted by applicable law.

39.7. A customer may request reasonable correction of inaccurate contact or account information and may request information about, or deletion of, customer information held by Solato Smart Private Limited. Any such request shall be subject to identity verification and may be declined or limited where retention or processing is required for an existing contract, warranty, tax, accounting, insurance, regulatory, security, evidentiary, or other lawful purpose.

39.8. Where Solato Smart Private Limited becomes aware of a material compromise of customer information under its control, it shall take reasonable steps to contain and assess the incident and shall provide notifications to affected persons or competent authorities where such notification is required by applicable law or is reasonably necessary to mitigate material harm.

39.9. Electronic communications, records, confirmations, and acknowledgements may be used in accordance with the Electronic Transactions Ordinance, 2002 and other applicable law. Unauthorized access to, interference with, copying of, or misuse of information systems or data is prohibited and may attract consequences under the Prevention of Electronic Crimes Act, 2016, as amended, and other applicable law.

39.10. Pakistan does not presently have a comprehensive enacted general personal-data-protection statute applicable to all private businesses. If a future data-protection law, regulation, binding code, or lawful direction becomes applicable to Solato Smart Private Limited, this clause shall be interpreted and, where necessary, updated to comply with that mandatory requirement.

40. Website Cookies and Similar Technologies

40.1. Solato Smart Private Limited may use cookies, pixels, local storage, session identifiers, analytics tools, and similar technologies on its website or customer portals for functions such as security, login and session management, remembering user preferences, measuring website performance, understanding aggregate usage, preventing misuse, and improving customer experience.

40.2. Some cookies or similar technologies may be necessary for website operation and security. Other technologies may be used for analytics, functionality, or marketing where enabled by Solato Smart Private Limited and permitted by applicable law.

40.3. Where a cookie notice, consent banner, or preference tool is provided, users may use the available controls to express or change their preferences. Users may also control or delete cookies through their browser or device settings, although disabling necessary technologies may cause parts of the website or portal to function incorrectly.

40.4. Third-party services embedded in or used with the website may place or read their own cookies or similar technologies and may be subject to their own privacy terms. Solato Smart Private Limited shall use reasonable care when selecting such providers but does not control independent third-party platforms.

40.5. Nothing in this clause represents that Pakistani law currently requires any particular form of cookie consent in all circumstances. Solato Smart Private Limited shall comply with any mandatory cookie, electronic-marketing, or online-tracking requirements that become applicable from time to time.

41. Customer Complaints and Grievance Handling

41.1. Solato Smart Private Limited encourages customers to raise complaints promptly through an official customer-service, email, telephone, website, or written channel identified by Solato Smart Private Limited on its website, invoice, quotation, receipt, or service communication.

41.2. A complaint should, where reasonably available, include the customer name and contact details, quotation or invoice number, relevant product or service, serial number where applicable, date of purchase or service, a clear description of the issue, supporting photographs or documents, and the remedy requested.

41.3. As an internal service target and not a statutory limitation period, Solato Smart Private Limited shall aim to acknowledge a complete complaint within two (2) business days and to provide a substantive response or resolution proposal within fifteen (15) business days. Complex technical, manufacturer-warranty, insurance, regulatory, or third-party matters may take longer; where reasonably practicable, the customer shall be informed of the reason for delay and the next expected step.

41.4. If a customer is dissatisfied with the first response, the customer may request escalation to a senior representative of Solato Smart Private Limited. Escalation may include management review, technical review, document verification, manufacturer or distributor coordination, or a reasonable inspection where appropriate.

41.5. Where a complaint principally concerns an independent installer, manufacturer, distributor, insurer, transporter, utility, regulator, or other third party, Solato Smart Private Limited may assist with communication or documentation where reasonably practicable, but such assistance shall not transfer the third party’s legal or contractual responsibility to Solato Smart Private Limited.

41.6. The complaint process does not prevent a qualifying consumer from exercising any non-excludable right or remedy under the Islamabad Consumers Protection Act, 1995, an applicable provincial consumer-protection law, the Sale of Goods Act, 1930, or any other applicable law. Any statutory filing period or jurisdictional requirement shall prevail over the internal service targets stated above.

41.7. Solato Smart Private Limited may keep reasonable records of complaints, evidence, communications, inspections, corrective action, and outcomes for quality assurance, legal compliance, warranty administration, and dispute management.

42. Cancellation, Returns and Refunds – Supplementary Customer Policy

42.1. This Section supplements Section 14. In the event of inconsistency, the interpretation that preserves any mandatory customer right under applicable Pakistani law shall apply.

42.2. A customer does not have an automatic contractual right to cancel a confirmed order merely because the customer changes its mind after stock has been allocated, procurement has commenced, exchange-rate exposure has been taken, or a customized or customer-specific item has been ordered. Any discretionary cancellation remains subject to written approval and reasonable costs actually or contractually incurred, to the extent permitted by law.

42.3. Special-order, imported-on-demand, customized, cut-to-length, opened, installed, commissioned, used, modified, physically damaged, or customer-specific goods may be refused for discretionary return where they cannot reasonably be resold as new, except where return, replacement, refund, or another remedy is required by applicable law or an applicable warranty.

42.4. Where the customer alleges that goods are incorrect, materially damaged before risk passed, defective, not in conformity with the agreed description, or otherwise subject to a legal remedy, the customer should notify Solato Smart Private Limited promptly and provide reasonable evidence. Solato Smart Private Limited may inspect or arrange inspection of the goods before approving a remedy, provided that inspection shall not unreasonably delay a non-excludable statutory remedy.

42.5. A visible shortage, wrong item, broken package, or visible physical damage should be recorded at collection or delivery wherever reasonably possible. Failure to make an immediate notation shall not by itself waive a statutory right where the defect or non-conformity could not reasonably have been identified at that time.

42.6. For a discretionary return that is not based on seller error, defect, breach, or a mandatory legal right, Solato Smart Private Limited may require unused goods in original condition and packaging and may deduct reasonable transport, handling, supplier, banking, or restocking costs that were disclosed or are otherwise lawfully recoverable. A restocking or handling deduction shall not be applied to defeat a remedy for which Solato Smart Private Limited is legally responsible.

42.7. Where a refund is approved, the refund shall ordinarily be processed through a traceable payment method to the customer or original payer within a reasonable period after the goods have been returned where return is required and the refund amount has been finalized. Solato Smart Private Limited shall aim to process an approved refund within fifteen (15) business days, subject to banking, tax, supplier, or verification requirements.

42.8. Nothing in this Section excludes implied conditions, rights of inspection, damages, refund, replacement, repair, or other remedies that cannot lawfully be excluded under the Sale of Goods Act, 1930, applicable consumer-protection law, or another applicable law. For transactions made for resale or a commercial purpose, consumer-specific statutory protections may not apply, but the express contract and other applicable commercial law shall continue to govern.

43. Warranty and Warranty-Claim Policy

43.1. This Section supplements Sections 18 and 19. Product warranties remain governed primarily by the applicable manufacturer, importer, distributor, or principal warranty unless Solato Smart Private Limited expressly issues its own written warranty.

43.2. A customer requesting warranty assistance should provide the purchase invoice or other proof of purchase, product make and model, serial number, installation and commissioning information where relevant, photographs or videos of the reported issue, fault codes or monitoring screenshots where available, and any other information reasonably required by the warranty provider.

43.3. Solato Smart Private Limited may perform or arrange preliminary troubleshooting or inspection to determine whether the issue appears to concern the product, installation workmanship, site conditions, grid conditions, configuration, customer load, misuse, or another cause. A preliminary assessment is not a guarantee that the manufacturer or distributor will approve a warranty claim.

43.4. Where the applicable warranty provider requires direct submission, testing, return to an authorized service centre, repair, firmware update, or replacement, the customer shall reasonably cooperate with that process. Manufacturer or distributor processing times are outside the sole control of Solato Smart Private Limited.

43.5. Damage or failure caused by incorrect installation, unauthorized opening or repair, misuse, overloading, abnormal voltage, inadequate earthing, water ingress, fire, physical impact, pests, environmental conditions, unauthorized configuration, or other excluded cause may fall outside a manufacturer warranty. An exclusion shall be applied subject to the actual warranty wording and applicable law and should not be used to reject an unrelated defect without reasonable basis.

43.6. Removal, transport, courier, testing, reinstallation, travel, labour, temporary equipment, and replacement-installation costs shall be borne as stated in the applicable warranty, quotation, Solar Care 360 package, or separate agreement. Where applicable law places a non-excludable cost or remedy on the seller, that legal obligation shall prevail.

43.7. Warranty repair or replacement does not create a guarantee of uninterrupted solar generation, backup power, production, or business continuity. Temporary, standby, or loan equipment is not included unless expressly agreed in writing.

43.8. Installation workmanship warranty is separate from product warranty. Where installation was undertaken by an independent installation team, workmanship defects remain the responsibility of that team unless Solato Smart Private Limited expressly assumed the installation obligation in a written agreement or liability otherwise arises under applicable law.

43.9. Nothing in this Section limits any non-excludable condition, warranty, or remedy arising under the Sale of Goods Act, 1930, applicable consumer-protection legislation, or other applicable Pakistani law merely because a manufacturer warranty also exists.

44. Delivery, Collection and Damage on Receipt – Supplementary Customer Policy

44.1. This Section supplements Sections 10 to 13. The applicable quotation or invoice shall state, where relevant, whether the transaction is customer collection, customer-nominated transport, or delivery arranged by Solato Smart Private Limited.

44.2. The customer shall provide accurate delivery and contact information and ensure that an authorized person is available to receive goods, the delivery location is reasonably accessible and safe, and any required unloading equipment, labour, permits, entry approvals, crane, forklift, rooftop lifting, or internal shifting arrangements are available where not expressly included in the quotation.

44.3. Delivery dates and times are estimates unless expressly guaranteed in a signed written agreement. Solato Smart Private Limited shall use reasonable efforts to meet agreed arrangements but shall not be liable for reasonable delay caused by transport disruption, road closure, weather, security conditions, customs or import delay, government action, supplier delay, force majeure, unsafe access, or another matter beyond its reasonable control.

44.4. At handover, the customer or authorized recipient should verify the quantity, model, packaging, and visible external condition of the goods. Consistent with applicable law, a buyer who has not previously examined goods shall be afforded a reasonable opportunity to examine them for conformity with the contract.

44.5. Visible shortage, wrong product, or apparent transit damage should be recorded on the delivery or collection document and reported promptly, preferably on the same day. This administrative request does not extinguish a statutory remedy for a latent defect or non-conformity that could not reasonably have been discovered on receipt.

44.6. Risk of loss or damage and legal title shall pass at the time stated in these Terms, the applicable quotation, or other written agreement, subject to the Sale of Goods Act, 1930 and any mandatory law. Where transport is arranged by the customer or the customer’s nominated carrier, handover to that customer or carrier may constitute delivery and transfer of risk as contractually agreed.

44.7. If delivery or collection is delayed because the customer fails to provide access, an authorized recipient, suitable transport, unloading arrangements, or timely collection after notice, Solato Smart Private Limited may recover reasonable re-delivery, storage, handling, insurance, movement, or warehouse costs to the extent permitted by law.

44.8. Customer pickup vehicles and securing methods must be suitable for fragile solar panels, batteries, inverters, structures, and related equipment. Solato Smart Private Limited may decline to load goods where the proposed transport or securing arrangement creates an obvious material safety risk.

44.9. Acceptance of delivery does not waive a valid manufacturer-warranty claim or another non-excludable legal remedy for a latent defect.

45. Health, Safety and Site Access

45.1. This Section applies whenever Solato Smart Private Limited personnel attend a customer site for an optional site visit, assessment, design verification, inspection, Solar Care 360 service, warranty assistance, monitoring support, or any other agreed service.

45.2. The customer shall provide reasonably safe and lawful access to the relevant area and shall disclose known hazards that may materially affect the work, including exposed live conductors, damaged roofs, fragile roofing, asbestos or hazardous materials, flooding, unsafe ladders or access routes, aggressive animals, restricted areas, fire risks, structural damage, or other unusual hazards.

45.3. Solato Smart Private Limited and its personnel may refuse, stop, postpone, or reschedule any site activity where conditions are reasonably considered unsafe, unlawful, beyond the agreed scope, or inconsistent with applicable electrical, workplace, building, fire, environmental, or occupational-health-and-safety requirements. A safety stop shall not constitute breach where reasonably necessary to protect persons or property.

45.4. Where electrical isolation, shutdown, lockout, access permission, work-at-height protection, scaffolding, lifting equipment, specialist safety equipment, or another safety control is reasonably required but outside the agreed scope, the customer shall arrange it through appropriately competent persons before work proceeds. Any additional service or equipment provided by Solato Smart Private Limited may be separately chargeable.

45.5. Children, unauthorized persons, and animals shall be kept away from active work areas. The customer shall not instruct personnel to bypass safety devices, work on energized equipment contrary to safe practice, access an unsafe roof, or perform work outside their competence or agreed scope.

45.6. A site visit, maintenance visit, cleaning visit, or visual inspection does not constitute structural certification, roof certification, comprehensive electrical safety certification, fire certification, building approval, or civil engineering approval unless expressly contracted in writing and performed by a person legally qualified to provide that certification.

45.7. Where an incident, near miss, electric shock, fire, fall, equipment collapse, or material property damage occurs during an attended service, the parties shall reasonably cooperate in immediate safety response, preservation of relevant evidence, and reporting to any authority where reporting is required by law.

45.8. Independent installers and contractors remain responsible for the safety of their own personnel, methods, tools, worksite controls, permits, and workmanship unless Solato Smart Private Limited has expressly assumed those responsibilities in writing or applicable law imposes a non-excludable duty on Solato Smart Private Limited.

46. Independent Installers and Contractors – Customer Protection and Contractor Standards

46.1. This Section supplements Sections 1.6 to 1.9, 15, 16, 19, 28, 29 and 30. A referral, introduction, contact detail, recommendation, or inclusion on a preferred or approved list does not by itself make an independent installer or contractor an employee, partner, branch, agent, or legal representative of Solato Smart Private Limited.

46.2. The customer should obtain and approve a written installation or service scope directly with the selected contractor, including price, taxes, payment milestones, equipment and labour responsibilities, civil works, electrical works, completion criteria, testing and commissioning, estimated schedule, workmanship warranty, after-sales support, safety responsibilities, and responsibility for obtaining any permits or approvals.

46.3. Where Solato Smart Private Limited maintains a panel or network of referred contractors, it may require reasonable onboarding standards such as identity and business verification, evidence of relevant technical competence, compliance with applicable licensing or registration requirements where legally required, safety commitments, customer-conduct standards, and agreement not to make unauthorized representations on behalf of Solato Smart Private Limited. Such onboarding reduces but does not eliminate contractor risk and is not a guarantee of future performance.

46.4. An independent contractor shall not alter a Solato Smart Private Limited quotation, product warranty, written design, invoice, payment instruction, or contractual commitment, or promise a generation figure, savings figure, warranty outcome, net-billing approval, or free service on behalf of Solato Smart Private Limited unless specifically authorized in writing.

46.5. Payments due to an independent contractor should be made only in accordance with that contractor’s written agreement and against appropriate acknowledgment. Customers must not treat an installer’s personal account or informal request as an authorized Solato Smart Private Limited payment channel unless Solato Smart Private Limited has expressly confirmed that payment instruction in writing.

46.6. Where a customer reports serious safety misconduct, fraud, unauthorized representation, repeated workmanship complaints, or another material issue concerning a referred contractor, Solato Smart Private Limited may request information, suspend further referrals, remove the contractor from a referral panel, or cooperate with a lawful investigation. Such action is a risk-control measure and does not amount to an admission that Solato Smart Private Limited is legally responsible for the contractor’s acts.

46.7. Customer information shared with an independent contractor shall be limited, where reasonably practicable, to information relevant to the requested service. The contractor may also have independent legal responsibilities regarding customer information and confidentiality.

46.8. Nothing in this Section excludes responsibility where, on the facts and under applicable Pakistani law, an installer or contractor is legally acting as an authorized agent of Solato Smart Private Limited, where Solato Smart Private Limited itself has breached an express contractual obligation, or where liability cannot lawfully be excluded or limited.

46.9. The customer remains free to select an installer not referred by Solato Smart Private Limited, subject to product-warranty requirements and applicable law. The selected installer remains responsible for verifying site conditions, technical suitability, electrical and structural requirements, and safe installation before commencing work.

47. Acceptance

By approving a quotation, issuing a purchase order, making payment, accepting an invoice, collecting goods, receiving delivery, requesting an optional site visit or design service, purchasing Solar Care 360, using a customer portal or monitoring service, or otherwise proceeding with a transaction with Solato Smart Private Limited, the customer acknowledges and accepts these Terms and Conditions, including Sections 39 to 46, together with the conditions stated in the applicable quotation, invoice, service confirmation, warranty document, or other customer-specific written agreement.