FAQ
1. How long has SolarNow been in Uganda and how long will you be here?
SolarNow was founded in 2011 and from the very beginning has been operating in Uganda. Uganda is our home market, we are committed to being a leading quality solar energy provider in Uganda.
2. Where are SolarNow’s products from?
SolarNow’s technology is Dutch designed and developed and manufactured in China. Like Adidas, Samsung and Apple we source our physical products in China to deliver an affordable product, without compromising on quality.
3. What credit options are available?
SolarNow is proud to provide a range of financing options to our clients. Clients can pay in monthly repayments for up to 24 months with as little as 15% deposit. Please contact a member of the SolarNow team on 0800 700 700 to discuss a financing option that works best for you.
4. I heard SolarNow offers a 5 year free service period. What does that mean?
SolarNow shall provide the Client with five (5) years of free service from time of purchase. During this period, the Client is entitled to approach SolarNow’s Service Team (toll free number 0800 700 700), and SolarNow shall visit the Client to analyse and fix the problem without charging labour and transportation costs. For Solar minikits (Sunking Home, Sunking Home 120 and Barefoot Connect 1000Li), there is 2 years of Service.
5. How can I contact SolarNow?
There are two core ways to contact SolarNow:
- Call our toll free Customer Care line 0800 700 700 for enquiries about products, payments or deliveries.
- Visit one of our 36 branches in person .
If your enquiry is about Corporate Sales, please contact our Corporate Sales Manager, Erik Luttjehuizen directly +256 788 916 699
You can also follow us on our Facebook Page
General Frequently Asked Questions
6. Do you install and deliver the systems for free?
With the purchase of a Service Pack, SolarNow shall deliver and install your solar system at no additional cost within fourteen (14) days after receipt of the deposit payment. Any foreseeable delays in the delivery or installation of your solar system shall be communicated to you.
7. How can I pay?
To prevent scamming, SolarNow does not accept cash. Clients must pay through one of the following ways:
- MTN Mobile money: (1) dial *165# (2) select ‘4. Payment’ (3) select ’00 next’ (4) select: ‘8. Pay goods and services’ (5)fill merchant code: SOLARNOW (6) fill reference: client code (written at the top of this Contract) (7) enter amount (8) confirm: enter PIN and send.
- Airtel money: (1) dial *185# (2) select ‘ 4. Pay bill’ (3) select ‘8. Others’ (4) enter Business number: 800008 (5) enter amount (6) enter the client code (written at the top of your Contract) (7) confirm Pay (8) enter PIN.
- Stanbic Bank: take a cash deposit slip. The beneficiary is SolarNow Services (U) Ltd. The account number is 903 000 590 4047. Always include the client code (written at the top of your Contract)
8. What are the warranty periods on SolarNow products?
The standard warranty on the SolarNow’s Products is five (5) years. That means that SolarNow shall repair or replace malfunctioning parts at no costs during five (5) years after installation of the Products. This includes the power station, the wiring, switches, charge controller and all installation materials. The warranty for the solar panels shall however be twenty (20) years. The warranty for electrical appliances (e.g. radio, USB hub, lights, television, fridge, flat iron, decoder, inverter, etc.) and batteries shall be limited to one (1) year. Solar minikits have 2 years warranty.
The following situations will result in loss of the Client’s warranty:
- Failure by the Client to adhere to instructions given during the user training or in writing. This explicitly includes
damage to the battery as a result of overuse by the Client; - The Client modifies the system (moving, replacements or additions with non SolarNow components); or
- Breakage or loss of Products due to external causes, including theft, accidents or natural disasters.
9. How long do the batteries last?
All our batteries are sold with a one year warranty, however the batteries have a much extended lifetime when the system is used as guided by our technicians during installation.
10. If I have a service issue, how long does it take to solve my problem?
Service cases are dealt with within 14 days, extending to 28 if the product has to be taken back to HQ for repair.
11. What if I can’t pay my monthly installment?
The Client is requested to contact SolarNow as soon as possible in the event that the Client anticipates or experiences a financial hardship. SolarNow shall take all reasonable measures to re-schedule payments and enable the Client to keep the Products. Note that rescheduling may result in extra costs.
