Refund Policy

1. Who we are

Volts ("Volts", "we", "us") operates the Volts solar marketplace connecting homeowners with verified solar installers. Installer credit top-ups and Annual Plan subscriptions are sold through our platform.

Volts
198, Jalan Bukit Bintang, 55100 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia
Email: contact@volts.my
Phone: +60 19-308 7553

2. What this policy covers

This refund policy applies to installer credit purchases and Annual Plan (unlimited unlocks) subscriptions made on Volts. Credits are digital platform balance used to unlock homeowner quote requests. Homeowner quote matching on Volts remains free and is not covered by this policy.

3. Merchant of Record

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all credit purchases and Annual Plan subscriptions. Paddle processes payments, issues invoices, and handles refund transactions on our behalf. You may also contact Paddle directly at paddle.net.

4. Refund eligibility (credits)

We offer refunds on unused credits only. If credits from your purchase have already been spent to unlock quote requests, those credits are non-refundable.

Refund requests must be submitted within 30 days of the original purchase date.

5. Annual Plan subscriptions

Annual Plan fees are for a 12-month subscription period. Unused lead unlocks during an active Annual Plan are not separately refundable as credits. You may cancel renewal anytime; access continues until the end of the paid period. Pro-rata refunds for unused subscription time are considered case-by-case within 14 days of purchase if you have not materially used unlimited unlocks — contact us with your account email and Paddle transaction reference. Chargebacks filed without contacting us first are not eligible.

6. How to request a refund

To request a refund for unused credits or an Annual Plan enquiry:

1. Email contact@volts.my or call +60 19-308 7553.
2. Include your installer account email, purchase date, and transaction reference (if available).
3. We will verify your remaining unused credit balance and confirm eligibility within 3 business days.
4. Approved refunds are processed through Paddle to your original payment method. Processing times depend on your bank or card issuer.

7. Non-refundable cases

• Credits that have already been used to unlock leads
• Requests submitted more than 30 days after purchase
• Promotional or bonus credits not tied to a paid purchase
• Annual Plan periods after material use of unlimited unlocks (see Annual Plan section)
• Chargebacks filed without contacting us first

8. Complaints

We aim to respond to all refund and billing enquiries within 3 business days. If you are not satisfied with our response, you may escalate to Paddle as Merchant of Record via paddle.net.

9. Changes

We may update this refund policy from time to time. Material changes will be posted on this page with an updated date.