Customer Protection Program

Effective Date: 1 January 2026

Company: SolarBazaar (Operated by MAKSOF Technologies, Ground Floor, Plot # LS16, Sector 5E Orangi Town, Karachi, Karachi West, Orangi Town.)

1. Purpose

The Customer Protection Program is designed to help customers who completed a solar installation project through a SolarBazaar vendor and are now facing unresolved post-installation issues. This program facilitates communication between you and the vendor to seek a fair resolution outside the platform.

2. When You Can Use This Program

You may submit a Customer Protection request if:

Your project was marked as completed by the vendor, AND

You are experiencing an issue after installation (equipment failure, poor workmanship, broken warranty, unresponsive vendor, etc.), AND

You have already attempted to contact the vendor and they are not responding or refusing to fix the issue.

3. How the Program Works

Step 1 — Submit Your Request

Fill out the Customer Protection Request Form with:

Your contact details.

Project reference.

A clear description of the issue.

What resolution you are seeking (fix the issue, refund, review change, testimonial removal).

Step 2 — SolarBazaar Notifies the Vendor

We will automatically notify the vendor of your request via email, with our support team in copy. The vendor will be given an opportunity to respond and resolve the issue directly with you outside the platform.

Step 3 — Vendor-Customer Resolution

We strongly encourage the vendor to contact you and settle the matter amicably. Successful resolutions result in a better relationship and preserve the vendor's marketplace reputation.

Step 4 — Escalation (If Vendor Fails to Respond or Resolve)

If the vendor fails to respond or refuses to resolve the issue within 14 days of notification:

You may request to change your public review of the vendor.

You may request the removal of your testimonial video (if any) from the vendor's profile.

We will review your request and process the change after verification.

4. Why Vendors Should Respond Quickly

Vendors have a strong incentive to resolve issues because:

Unresolved customer complaints may lead to negative review updates.

Testimonial removal affects the vendor's public profile and social proof.

Repeated unresolved complaints may result in suspension from the marketplace.

5. What SolarBazaar Will Not Do

SolarBazaar is a marketplace platform, not an arbitrator. We will not:

Take sides or make judgments on the merits of the dispute.

Force the vendor to refund money or redo work.

Be held responsible for the vendor's actions or failures.

Guarantee a specific outcome.

For issues involving legal claims, financial loss, or other serious matters, please refer to our Dispute Policy and consult legal counsel.

6. Fair Use

This program is intended for genuine post-installation issues. Fraudulent or bad-faith requests (e.g., trying to damage a vendor's reputation without cause) will be rejected and may result in the customer being banned from the platform.

7. Privacy

When you submit a request, we share your name, contact details, and issue description with the vendor so they can contact you directly. We do not share any other personal information.

8. Contact

For questions about the Customer Protection Program, contact us at support@solarbazaar.io.