Refund and Cancellation Policy

This Refund and Cancellation Policy (the Policy) explains how orders placed with or through Bharat Atom Renewable Resources Energy Limited (BARREL), CIN U35100PN2024PLC230800, GSTIN 27AASCM0958L1ZQ, registered office RH 11, Mayfair Eleganza - II, NIBM Road, Kondhwa Kh., Pune 411048, Maharashtra, India, may be cancelled, how goods may be returned or replaced, and how refunds are made. It applies to:

• goods bought on BARREL Shop (shop.barrel.energy), whether sold by an independent Merchant (a Marketplace Order) or sold by BARREL (a BARREL Order);
• services contracted with BARREL or through the Platform, including EPC and turnkey project delivery, engineering and consultancy, O&M and annual maintenance contracts (AMC), QA/QC supervision and equipment rental;
• subscriptions to BARREL OS (os.barrel.energy) and related software such as BARREL PIP and the Project Manager; and
• fees and deposits paid on the Power Trading Exchange and the Power Asset Exchange.

It should be read with the E-Commerce and Marketplace Policy, the Escrow Policy, the Invoicing Policy, the Payment and Liability Policy, the Equipment Rental Policy, the EPC Time Policy and the Terms of Use.

A Seller may offer more generous terms on its Listing or Quotation, and a signed contract or order form may set different terms for a specific order between businesses; in each case the specific terms apply to that order. No Listing, Quotation or contract may give a Consumer less than the law gives.

Most orders on the Platform are business-to-business purchases for commercial use, to which consumer law usually does not apply. Where you buy as an individual for your own use, you are a Consumer, and in particular: no cancellation charge is imposed on you unless a similar charge is borne by the Seller or BARREL if they cancel unilaterally; a Seller may not refuse to take back goods, or refuse a refund, for goods that are defective, deficient, spurious or not as described, or delivered late beyond the stated delivery period; and refunds are made within a reasonable time.

Platform

BARREL Shop, the Exchanges, BARREL OS and the related websites and interfaces operated by BARREL.

Buyer

the person who placed the order or accepted the Quotation, or the subscriber to a software service.

Seller

the person named as “Sold by” on the Listing and the invoice: a Merchant for a Marketplace Order, or BARREL for a BARREL Order or a service delivered by BARREL.

Consumer

a consumer within the meaning of the Consumer Protection Act 2019.

Stock goods

standard catalogue goods that the Seller holds or can obtain without making or modifying them for the Buyer.

Custom goods

goods made, configured, modified, cut, assembled or procured specifically for the Buyer or a project, such as transformers to a specified rating, cut lengths of cable, made-to-order mounting structures, panels and switchgear, or large module and battery lots procured against the order.

Dispatch

handover of the goods to the carrier or to the Buyer, or the Seller’s notice that the goods are ready for collection under an ex-works term.

Delivery

receipt of the goods at the delivery address or by the Buyer’s carrier, as the delivery term provides.

Refund

repayment of money paid, by reversal or transfer, net of any deduction this Policy allows.

Working day

a day other than a Saturday, Sunday or public holiday in Pune, Maharashtra, or a bank holiday for the bank processing the refund.

For a BARREL Order and for services and subscriptions supplied by BARREL, BARREL decides cancellations and returns and pays refunds.

For a Marketplace Order, the Merchant is the Seller and is responsible for accepting the cancellation or return and for the refund. BARREL, as marketplace operator, receives the request through the order page, forwards it to the Merchant, tracks it, and requires a timely response. Where the payment was made through the Platform and has not yet been settled to the Merchant, or is held in Escrow, BARREL or the escrow agent will return it to the Buyer when the Merchant approves the refund, or when this Policy, a decision under the dispute process or an order of a competent authority requires it.

Raise every request through the order page on the Platform, so that it gets a ticket number and a time-stamped record. Email requests to contact@barrel.energy are accepted where the Platform is unavailable.

A Buyer may cancel an order for stock goods, in whole or for some lines, at any time before Dispatch, through the order page. If the Seller has not yet dispatched, the cancellation is free of charge and any amount paid is refunded in full.

Where goods have been packed and an e-way bill or invoice generated but they have not left the Seller’s premises, the Seller may, for business Buyers, deduct the documented direct cost of cancelling the invoice and re-handling, up to 2% of the value of the cancelled goods, if this was stated in the Listing or Quotation. No such deduction applies to Consumers.

A Seller may cancel an accepted order before Dispatch only for a valid reason, such as stock unavailable, an obvious pricing error under the E-Commerce and Marketplace Policy, a failed payment, a compliance concern, or force majeure. It must notify the Buyer with reasons and refund everything paid within the timelines below. Repeated Seller cancellations are taken into account in the Seller’s rating and may lead to suspension.

Once goods have been dispatched, an order can no longer be cancelled in the ordinary sense. The Buyer may:

• refuse delivery only where the goods are visibly damaged, short, wrong, or delivered substantially late beyond the agreed date, recording the reason on the delivery note; in that case the Seller bears the return freight and refunds or replaces as described below; or
• accept delivery and request a change-of-mind return where the Seller accepts it, subject to the clause on restocking fees.

A business Buyer that refuses a correct, undamaged, on-time delivery without a valid reason is liable for the forward and return freight, any demurrage or detention charges, and the restocking fee that would apply to a return, and these may be deducted from the refund.

Custom goods are made or procured for a particular Buyer or project and usually cannot be resold. The Listing or Quotation must identify them as custom goods and state the stage at which production or procurement starts.

These limits do not apply where the goods are defective, do not meet the agreed specification or approved drawings, are delivered substantially late beyond the agreed date where time was of the essence, or where the law requires a different result. Where the Buyer is a Consumer, any charge must be reasonable, proportionate to the work actually done, and compliant with consumer law.

The Buyer should inspect each consignment on Delivery before signing for it, and again on unpacking. Where the contract provides for factory acceptance testing or pre-dispatch inspection, goods dispatched after a passed inspection are accepted as to the matters inspected, but not as to transit damage or latent defects.

Goods are treated as accepted on the earliest of: the Buyer’s written acceptance; installation, energisation or use of the goods other than for reasonable testing; or the end of the 7-day period after Delivery without a report under this Policy. Acceptance does not affect warranty claims for latent defects, and does not affect a Consumer’s rights.

The following report windows apply, counted from the date of Delivery:

After a valid report, the Seller must respond within 3 working days and may ask for further evidence or a joint inspection, in person or by video, within a reasonable time. Where the claim is accepted, the Seller will, at the Buyer’s reasonable choice where the contract does not specify: replace the goods or the missing quantity; repair them where repair restores them to the agreed condition and the Buyer agrees; or refund the price of the affected goods. The Seller bears the cost of return freight, collection and redelivery for accepted claims.

The Buyer must keep the affected goods safe, unused and in their packaging where possible until the claim is decided, and must make them available for collection. A Buyer who installs or uses goods it has reported as damaged does so at its own risk, unless the Seller agrees to it in writing.

Reports after these windows may still be accepted if the Buyer shows that the problem existed on Delivery. Where the Buyer is a Consumer, these windows do not cut down any longer period the law allows.

After the 7-day window, defects are handled as warranty claims under the warranty that applies to the goods, usually the manufacturer’s product and performance warranty. The Seller passes on the warranty documents and, during the period it is responsible under the contract, assists the Buyer with the claim. Warranty remedies (repair, replacement, pro-rata compensation for performance shortfalls) are as stated in the warranty document and are not refunds under this Policy unless the warranty provides for one.

For BARREL Orders, BARREL will lodge and follow up manufacturer warranty claims on the Buyer’s behalf during the first 12 months after Delivery, or such longer period as the BARREL Order states.

Unless they are wrong, damaged, defective or short-supplied, the following cannot be returned for change of mind:

• custom goods, as described above;
• cable, conduit, earthing strip and other goods cut to length or from a drum on order;
• goods that have been installed, energised, connected, wired, mounted or used beyond reasonable testing;
• lithium-ion and other batteries once their seal, shipping state of charge or packaging has been broken, for safety reasons;
• consumables, chemicals, sealants and items with a limited shelf life once opened;
• software licences, licence keys and digital downloads once delivered or activated;
• goods bought in a clearance, auction or “as is” sale clearly marked as non-returnable; and
• goods damaged by the Buyer’s handling, storage, installation or misuse after Delivery.

Business Buyers have no general right to return correct, undamaged goods because they no longer need them. A Seller may agree to a change-of-mind return of stock goods, and the Listing may state that it accepts such returns. Where it does:

• the request must be made within 7 days of Delivery, unless the Listing states a longer period;
• goods must be unused, in original sealed packaging, with all accessories, manuals and certificates, and in resaleable condition;
• the Buyer arranges and pays return freight and insurance, to the address the Seller gives;
• the Seller may charge a restocking fee stated on the Listing or in the Seller’s return approval, normally between 10% and 20% of the price of the returned goods, to cover handling, re-inspection and repacking, plus any non-refundable outward freight; and
• the refund is issued after the goods arrive and pass the Seller’s inspection.

Where a Consumer has a right to return under the Listing or the law, no restocking fee is charged beyond what the law allows.

Services are cancelled under the contract or work order for them. Where the contract does not provide otherwise, the following applies. In every case the client pays for work properly done up to the date of cancellation, and no one pays for work not yet done.

Mobilisation advances paid for EPC or O&M are adjusted against the value of work done and costs payable on cancellation; any balance is refunded. Bank guarantees given against advances are returned when the advance is fully recovered or refunded.

Where BARREL cancels a service for convenience, it refunds all amounts paid for work not done and bears its own demobilisation costs. Where a contract is terminated for breach, the contract’s remedies, including liquidated damages agreed under section 74 of the Indian Contract Act 1872, apply.

BARREL OS, BARREL PIP, the Project Manager and related software are sold as subscriptions for a billing period (for example monthly or annual) stated in the order form or plan.

• You may cancel at any time from your organisation’s account settings or by writing to contact@barrel.energy. Cancellation takes effect at the end of the current billing period, and you keep access until then.
• Fees for the current billing period are not refunded, in whole or in part, unless the law or your order form says otherwise.
• Where an annual plan is cancelled within 14 days of first purchase and the organisation has not used the service beyond evaluation, BARREL will refund the annual fee less the fee for the days used, if the plan states this trial-cancellation right.
• Implementation, onboarding, data migration and training fees are for work done and are not refundable once the work has started.
• If BARREL discontinues a plan or terminates for convenience, it refunds the unused part of any prepaid fee, pro rata.
• If BARREL suspends or terminates a subscription for non-payment, misuse or breach, no refund is due for the remaining period.
• Credits for service-level failures, if your plan includes a service-level commitment, are given as stated in the plan and are the sole financial remedy for those failures.

Data export on exit. For 30 days after cancellation or expiry, an administrator of your organisation may export your organisation’s data in a commonly used, machine-readable format through the export tools of the service, or ask BARREL to provide an export. After that period, BARREL deletes or anonymises the data in the live system, subject to retention required by law and to its backup cycle, as described in the Privacy Policy.

Listing, data-room and subscription fees on the Exchanges are for access to the service and are not refundable once the listing is published or access is granted, unless BARREL removes the listing for reasons that are not the lister’s fault.

Token money and earnest money deposits between a buyer and a seller of an asset or land are governed by their own agreement (term sheet, memorandum of understanding or agreement to sell). When the escrow service is launched and such deposits are held in Escrow, they are refunded or released only as the Escrow Policy and the parties’ instructions provide. BARREL does not decide forfeiture of a deposit between the parties.

Refunds are paid to the original payment source: a card payment is reversed to the same card; a UPI or net-banking payment is returned to the same account; a bank transfer is returned to the account it came from, after verification of that account. A refund to a different account is made only where the original source is closed or cannot accept it, on written request from the account holder, and after verification, to prevent fraud and comply with anti-money-laundering rules. Refunds are not paid in cash.

Where the Buyer is a Consumer, the refund will in any case be completed within the time the law or the regulator requires. If a refund is delayed by more than the stated timelines for a reason within the Seller’s or BARREL’s control, contact the Grievance Officer. BARREL is not responsible for delays caused by the Buyer’s bank once the refund has been initiated, but will provide the transaction reference to help trace it.

When the escrow service is available and an order or deposit is paid into Escrow, the funds are held by the escrow bank or the RBI-authorised payment aggregator, not by BARREL. A refund from Escrow follows this flow:

1. 1The cancellation or claim is approved by the Seller, agreed by both parties through the Platform, or decided under the dispute process.
2. 2BARREL sends the corresponding refund instruction through the Platform to the escrow agent.
3. 3The escrow agent returns the funds to the Buyer’s original payment source or verified account, less any escrow fees the Escrow Policy says are non-refundable.
4. 4Where only part of the order is cancelled, the escrow agent refunds that part and keeps the rest held until its release conditions are met.

Funds under a dispute hold are not refunded or released until the dispute is resolved by agreement, a decision under the agreed dispute process, an arbitral award or a court order.

When a taxable supply is cancelled, returned or reduced in value after a tax invoice has been issued, the Seller issues a credit note under the Central Goods and Services Tax Act 2017, with e-invoicing where it applies, within the time limits of that Act, and the refund includes the GST charged on the refunded value. A business Buyer that has claimed input tax credit on the original invoice must reverse it as the credit note requires.

Where tax was collected at source by BARREL as an electronic commerce operator, or deducted under the applicable provisions of the income-tax law, the adjustment is reflected in the returns and statements filed for the period, as the law permits. Where a Buyer has deducted TDS from a payment, the refund is of the net amount actually received, and the Buyer adjusts the TDS with the authorities.

Restocking fees, cancellation charges and service charges retained under this Policy are themselves taxable supplies and are invoiced with GST where applicable. See the Invoicing Policy.

A refund to a business Buyer may be reduced only by amounts this Policy, the Listing, the Quotation or the contract clearly allows, and that were shown before the order was placed. These may include:

• restocking fees for accepted change-of-mind returns;
• cancellation charges for custom goods and services at the stage reached;
• outward and return freight, insurance, demurrage and detention where the Buyer is at fault;
• the cost of repairing damage caused by the Buyer, or the reduced value of goods returned incomplete or not in resaleable condition; and
• non-refundable payment-processing or escrow charges, where so stated.

Each deduction is itemised in the refund confirmation. No deduction is made from a refund for goods that are wrong, damaged in transit, defective or short-supplied, or for a cancellation caused by the Seller. Deductions from a Consumer’s refund are limited to what the law allows.

BARREL and Sellers may refuse a claim, and BARREL may suspend an account, where there is evidence of a false damage claim, return of different or used goods, serial-number swapping, repeated unjustified refusals of delivery, or chargebacks raised for orders that were delivered as agreed. Fraudulent claims may be reported to the police under the Bharatiya Nyaya Sanhita 2023.

For Marketplace Orders, the Merchant is responsible for refunds it owes; BARREL, as marketplace operator, is responsible only for the amounts it actually holds for the order and for processing refund instructions properly. For BARREL Orders, services and subscriptions, BARREL’s liability is limited to refunding the amounts payable under this Policy and its liability under the relevant order, subject to the limits in the E-Commerce and Marketplace Policy and the Payment and Liability Policy.

To the extent permitted by law, no party is liable under this Policy for indirect or consequential loss, such as loss of generation, tariff or project delay costs, unless the contract provides otherwise. These limits do not apply to fraud, wilful misconduct or gross negligence, or to liability that the law does not allow to be limited, and they do not affect a Consumer’s rights.

If a Buyer and a Seller cannot agree on a cancellation, return or refund, either may escalate it through the order page to BARREL, which will review the evidence from both and propose a resolution within 15 days. The proposal is not binding unless both accept it or the parties have agreed in the order to BARREL’s decision, but where funds are held through the Platform or in Escrow, they remain held until the parties agree or a binding decision is made.

This Policy is governed by the laws of India. Disputes with BARREL are resolved as set out in the E-Commerce and Marketplace Policy: arbitration by a sole arbitrator, seat and venue Pune, Maharashtra, in English, under the Arbitration and Conciliation Act 1996, and subject to that, the exclusive jurisdiction of the courts at Pune. A Consumer may always approach the National Consumer Helpline or a Consumer Disputes Redressal Commission.

BARREL may update this Policy. The current version, with its version number and effective date (10 November 2026 for this version), is published at /legal/refund-and-cancellation-policy. The version in force when an order was placed applies to that order, unless a later version is more favourable to the Buyer. Material changes are notified on the Platform or by email at least 15 days before they take effect, unless the law requires a change sooner.

Requests: through the order page on shop.barrel.energy, or for services and subscriptions, to contact@barrel.energy.

Bharat Atom Renewable Resources Energy Limited, CIN U35100PN2024PLC230800, GSTIN 27AASCM0958L1ZQ, RH 11, Mayfair Eleganza - II, NIBM Road, Kondhwa Kh., Pune 411048, Maharashtra, India. Website www.barrel.energy.