Terms & Conditions

1. Agreement to Terms

By engaging iSolar Elec (ABN: 88 669 197 148) for solar panel installation, battery storage, EV charger installation, or related services, you agree to be bound by these Terms and Conditions. These terms constitute a legally binding agreement between you (the "Customer") and iSolar Elec (the "Company").

2. Services Provided

iSolar Elec provides the following services:

Solar photovoltaic (PV) system design and installation
Battery energy storage system installation
Electric vehicle (EV) charger installation
System monitoring and maintenance services
Grid connection and approval management
Council approval assistance

3. Quotations and Pricing

⚠️ MANDATORY ON-SITE INSPECTION FOR FINAL PRICING

ALL PRICES ARE ESTIMATES ONLY. Final binding pricing REQUIRES an on-site inspection by a qualified iSolar Elec employee.

Any pricing provided through online calculators, packages, verbal communications, written estimates, or preliminary quotes are NON-BINDING ESTIMATES ONLY. These estimates:

Do not constitute a contract or final quote
Are subject to change based on actual site conditions
Require confirmation through on-site inspection
May vary significantly from final pricing

Final pricing becomes binding ONLY when:

A qualified iSolar Elec employee conducts an in-person, on-site inspection
Visual assessment of all site-specific conditions is completed
Written price confirmation is signed by an authorized iSolar Elec representative
Customer accepts the final written quote in writing

By requesting a quote or estimate, you acknowledge and agree that prices may vary based on site-specific conditions including roof type, electrical infrastructure, access requirements, structural integrity, hazardous materials, and compliance requirements. iSolar Elec is not bound by preliminary estimates until formal written acceptance following on-site inspection.

3.1 Quote Validity

Written quotations following on-site inspection are valid for 30 days from the date of issue unless otherwise specified. Prices are subject to change after this period due to market conditions, equipment availability, or regulatory changes.

3.2 Pricing Inclusions

Our quoted prices include:

All equipment specified in the quotation
Professional installation by CEC-approved installers
Standard electrical work and wiring
Council and grid connection application fees (where applicable)
System commissioning and testing
Customer training on system operation
Applicable warranties as specified

3.3 Pricing Exclusions

Unless specifically included, quotes do not cover:

Structural roof repairs or reinforcement
Electrical switchboard upgrades (quoted separately if required)
Removal of asbestos or hazardous materials
Upgrades to existing electrical infrastructure beyond standard requirements
Tree removal or trimming for shading mitigation
Access equipment for difficult installations (scaffolding, crane hire)

4. Payment Terms

4.1 Deposit

A deposit of up to 50% of the total contract value is required to confirm the order and commence work. This deposit secures equipment procurement and scheduling of installation.

4.2 Progress Payments

For larger commercial installations, progress payments may be arranged and will be specified in the individual contract. Residential installations typically require deposit and final payment only.

4.3 Final Payment

The balance of payment is due upon completion of installation and successful commissioning of the system. Payment must be received before the system can be connected to the grid.

4.4 Accepted Payment Methods

Electronic Funds Transfer (EFT)
Credit Card (processing fees may apply)
Bank Cheque
Approved Finance Arrangements

5. Installation Process

5.1 Site Assessment

Prior to installation, iSolar Elec will conduct a site assessment to verify suitability and confirm system specifications. Any significant variations discovered during assessment will be communicated to the Customer.

5.2 Approvals and Permits

iSolar Elec will manage all necessary applications for council approval and grid connection. Installation timelines are subject to approval processing times by relevant authorities, which are beyond our control.

5.3 Installation Timeline

Standard residential installations are typically completed within 1-2 days. Total project timeline from contract to grid connection typically ranges from 3-6 weeks, subject to approval processing times.

5.4 Access Requirements

The Customer must provide:

Clear and safe access to the installation site
Access to electrical switchboard and roof
Adequate parking for installation vehicles
Access to power and water (if required)
Notification of any site hazards or special access requirements

6. Warranties

6.1 Workmanship Warranty

iSolar Elec provides a 10-year warranty on all installation workmanship. This covers defects in installation, mounting systems, electrical connections, and commissioning work performed by our team.

6.2 Equipment Warranties

Equipment is covered by manufacturer warranties:

Solar Panels: 25-30 years product warranty, 25 years performance warranty
Inverters: 5-10 years manufacturer warranty (extended warranties available)
Batteries: 10 years or specified cycles (whichever comes first)
Mounting Systems: 10-25 years structural warranty

6.3 Warranty Limitations and Exclusions

Warranties do not cover:

Damage caused by severe weather events, natural disasters, or acts of God
Unauthorized modifications or repairs
Misuse, abuse, or failure to maintain the system
Normal wear and tear
Damage caused by vermin, pests, or external impacts
Software misconfigurations, user errors, or incorrect system settings
Issues caused by third-party software, apps, or unauthorized system changes
Network connectivity issues, WiFi problems, or internet service provider issues
Customer-caused configuration changes to inverters, batteries, or monitoring systems

⚠️ SOFTWARE & CONFIGURATION SUPPORT - CHARGEABLE SERVICE

All software misconfigurations, user errors, and settings adjustments are FULLY CHARGEABLE and NOT covered under warranty.

Chargeable software/configuration issues include but are not limited to:

Resetting inverter or battery settings after customer changes
Reconfiguring monitoring apps or WiFi connections
Troubleshooting internet/network connectivity issues
Re-pairing devices or reconnecting monitoring systems
Fixing incorrect time/date settings or time zones
Restoring factory settings after user modifications
Training customers on system operation beyond initial commissioning
Updating firmware or software at customer request (outside of defect resolution)
Reconfiguring battery charge/discharge schedules modified by customer
Fixing issues caused by third-party apps or unauthorized software

Service Call-Out Fees for Software/Configuration Issues:

💰 Standard Call-Out: $150-$250 (+ GST)
💰 Remote Support: $80-$120 per hour (+ GST)
💰 On-Site Support: $120-$180 per hour (+ GST) plus travel

IMPORTANT: If a service call reveals the issue was caused by customer misconfiguration or user error (not a defect), the full service fee applies even if the issue is easily resolved. To avoid unnecessary charges, please contact us before making any changes to system settings.

6.4 Warranty Claims Process

📋 How to Make a Warranty Claim

If you experience any issues with your solar system, follow these steps:

Step 1: Initial Assessment

Before submitting a warranty claim, please:

Check your system monitoring app for error messages or performance data
Verify that the issue is not caused by external factors (grid outage, breaker tripped)
Take photos or screenshots of any error messages
Note when the issue started and any relevant system behavior
Locate your installation documentation and warranty certificates

Step 2: Contact iSolar Elec

Submit your warranty claim through any of these methods:

Email: warranty@isolarelec.com.au (Preferred - fastest response)
Phone: 1300 031 042 (Business hours: Mon-Fri 8am-5pm)
Online Form: Visit www.isolarelec.com.au/warranty-claim
Mail: iSolar Elec Warranty Department, [Address]

Step 3: Required Information

Please provide the following in your warranty claim:

Customer Details: Full name, installation address, contact phone and email
Installation Date: When was your system installed?
System Details: System size (kW), equipment brands/models
Issue Description: Detailed description of the problem
Fault Date: When did the issue start?
Photos/Evidence: Clear photos of equipment, error messages, or damage
Monitoring Data: Screenshots from monitoring app showing performance
Documentation: Copy of original invoice, warranty certificate, or contract

Step 4: Claim Assessment (5-10 Business Days)

Once we receive your claim, iSolar Elec will:

Acknowledge receipt within 1-2 business days via email or phone
Review your claim against warranty terms and conditions
Assess eligibility based on the type of fault and warranty coverage
Determine if remote diagnosis is possible or if site inspection is required
Provide a response with next steps within 5-10 business days

Step 5: Resolution Process

Depending on the claim assessment:

✅ If Claim is Approved:

Workmanship Issues: We will schedule a qualified technician to inspect and repair at no cost to you
Equipment Defects: We will coordinate with the manufacturer for replacement parts or equipment
Timeline: Repairs typically scheduled within 2-3 weeks (subject to parts availability)
No Cost: Labor and parts covered under warranty at no charge

⚠️ If Claim Requires Further Investigation:

Site Inspection: We may need to send a technician to assess the issue in person
Inspection Fee: If the issue is NOT covered by warranty, a call-out fee may apply
Quote Provided: You'll receive a quote for any non-warranty repairs before work proceeds
Your Choice: You can approve or decline non-warranty repairs

❌ If Claim is Declined:

We will provide a detailed explanation of why the claim is not covered
You will receive a quote for repair services if required
You have the right to appeal the decision with supporting evidence

Common reasons for declined claims: damage from severe weather, unauthorized modifications, lack of maintenance, normal wear and tear, issues outside warranty period, or software misconfigurations/user errors

⚠️ Software/Configuration Issues: If the issue is caused by software misconfiguration or user error, standard service call-out fees ($150-$250) will apply for resolution.

Step 6: Repair Completion

For approved warranty claims:

Scheduled Visit: Our technician will contact you to arrange a convenient time
Diagnosis & Repair: On-site diagnosis and repair/replacement of faulty components
Testing: System will be fully tested and commissioned after repairs
Documentation: You'll receive a service report detailing work completed
Follow-up: We'll check in 1-2 weeks after repair to ensure issue is resolved

Important Warranty Claim Notes

Timely Reporting: Claims must be reported within 30 days of discovering the issue
Do Not Modify: Do not attempt repairs yourself or hire unauthorized contractors, as this voids warranty
Do Not Change Settings: Avoid modifying inverter, battery, or system settings - software misconfigurations are chargeable to fix
Manufacturer Warranties: Equipment warranty claims may require coordination with manufacturers (additional processing time)
Emergency Issues: For safety concerns (electrical faults, fire risk), call immediately: 1300 031 042
Insurance Claims: If damage is from weather/external events, contact your home insurer first
Record Keeping: Keep all warranty documentation, invoices, and service records
System Monitoring: Regular monitoring helps detect issues early and strengthens warranty claims
Software Support Charges: Configuration issues, WiFi problems, or user errors are not covered - service fees apply

Response Time Commitments

📧 Initial Acknowledgment: 1-2 business days
🔍 Claim Assessment: 5-10 business days
🔧 Repair Scheduling: 2-3 weeks (parts availability dependent)
⚡ Emergency Safety Issues: Same day or next business day response

Australian Consumer Law Rights:

Your warranty claim rights under Australian Consumer Law cannot be excluded. If you believe your claim has been unfairly declined, you can contact the Australian Competition and Consumer Commission (ACCC) or your state's consumer affairs department for assistance.

7. Customer Obligations

7.1 Information Accuracy

Customer must provide accurate information about their property, electrical system, and energy usage. Any misrepresentation may result in additional costs or inability to complete installation as quoted.

7.2 Property Condition

Customer warrants that their roof structure is sound and suitable for solar panel installation. Any structural issues discovered during installation may incur additional costs.

7.3 Insurance

Customer is responsible for ensuring their home and contents insurance covers the installed solar system. We recommend notifying your insurer of the installation.

7.4 System Maintenance and Settings

To maintain warranty coverage, Customer agrees to:

Keep panels reasonably clean and free from debris
Monitor system performance using provided monitoring tools
Report any faults or performance issues promptly
Not attempt unauthorized repairs or modifications
Not modify inverter, battery, or system configuration settings without consulting iSolar Elec
Contact iSolar Elec before making any configuration changes
Understand that software/configuration support is chargeable (not covered by warranty)
Allow access for scheduled maintenance when required

⚠️ Important: Customers who modify system settings without authorization will be charged standard service fees ($150-$250) to restore proper configuration, even if covered under warranty. Always contact us before changing settings.

8. Performance Estimates

Energy production estimates provided by iSolar Elec are based on industry-standard modeling tools and local solar radiation data. Actual performance may vary due to:

Weather patterns and seasonal variations
Shading from trees, buildings, or new construction
Panel orientation and tilt angle limitations
System efficiency and component performance
Local grid conditions and voltage levels

Performance estimates are not guarantees. iSolar Elec is not liable for variations in actual system performance compared to estimates.

9. Cancellation and Refunds

9.1 Cooling-Off Period

Customers have a 10-business-day cooling-off period from contract signing, in accordance with Australian Consumer Law. Cancellation during this period will result in full refund minus any reasonable costs already incurred.

9.2 Cancellation After Cooling-Off

Cancellations after the cooling-off period may result in forfeiture of deposit and charges for work completed, equipment ordered, or costs incurred.

9.3 iSolar Elec Cancellation Rights

iSolar Elec reserves the right to cancel the contract if:

Customer fails to provide required access or information
Site conditions are found to be unsuitable or unsafe
Required approvals are denied
Customer breaches payment terms

10. Liability and Indemnity

COMPREHENSIVE LIABILITY LIMITATIONS

By engaging iSolar Elec, Customer acknowledges and agrees to the following liability limitations to the fullest extent permitted by law:

10.1 Maximum Liability Cap

Subject to Australian Consumer Law, iSolar Elec's total aggregate liability for any and all claims, damages, losses, or causes of action (whether in contract, tort including negligence, or otherwise) arising from or related to our services, equipment, or this agreement is strictly limited to the lesser of:

The total amount paid by the Customer under the contract for the specific service giving rise to the claim; or
The amount recoverable under iSolar Elec's insurance policies; or
$10,000 AUD

10.2 Exclusion of Consequential and Indirect Damages

To the maximum extent permitted by law, iSolar Elec expressly disclaims and excludes all liability for any consequential, indirect, incidental, special, exemplary, or punitive damages, including but not limited to:

Loss of profits, revenue, or anticipated savings
Loss of energy production or feed-in tariff income
Loss of use, data, or business opportunities
Cost of substitute goods or services
Property damage beyond the installed system
Personal injury not caused by our negligence
Downtime, inconvenience, or aggravation
Any claims by third parties

This exclusion applies even if iSolar Elec has been advised of the possibility of such damages.

10.3 No Guarantee of Performance or Savings

iSolar Elec makes NO GUARANTEES, WARRANTIES, OR REPRESENTATIONS (express or implied) regarding:

Specific energy production levels or system performance
Financial savings, return on investment, or payback periods
Feed-in tariff rates or government incentive availability
Electricity rate changes or market conditions
Weather patterns, solar radiation levels, or environmental factors
Grid connection approval timelines or outcomes
Future regulatory or policy changes affecting system operation

All estimates, projections, and performance predictions are estimates only based on industry-standard assumptions and are not guarantees of actual results.

10.4 Customer Indemnification

Customer agrees to indemnify, defend, and hold harmless iSolar Elec, its directors, officers, employees, contractors, and agents from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from or related to:

Customer's breach of these Terms and Conditions
Customer's misuse, modification, or unauthorized repair of the system
Customer's failure to maintain adequate property insurance
Customer's failure to disclose site hazards, asbestos, or property defects
Customer's failure to obtain necessary landlord or body corporate approvals
Third-party claims arising from Customer's property or actions

10.5 Insurance

iSolar Elec maintains comprehensive public liability insurance and workers compensation insurance as required by Australian law. However, insurance coverage limitations may apply, and iSolar Elec's liability is limited to amounts recoverable under applicable insurance policies.

10.6 Subcontractors and Third Parties

iSolar Elec may engage qualified subcontractors to perform certain services. iSolar Elec is not liable for acts, omissions, delays, or defects caused by third parties including but not limited to:

Equipment manufacturers' defects or warranty limitations
Electricity distributors' delays in grid connection or metering
Council delays in approval processing
Third-party contractors or service providers
Force majeure events (see Section 10.7)

10.7 Force Majeure

iSolar Elec is not liable for any failure or delay in performance due to events beyond our reasonable control, including but not limited to:

Acts of God, natural disasters, severe weather events
Pandemics, epidemics, or public health emergencies
War, terrorism, civil unrest, or government actions
Labor disputes, strikes, or industrial action
Equipment shortages, supply chain disruptions
Utility or telecommunications failures
Regulatory changes or approval delays
Fire, flood, earthquake, or other catastrophic events

In the event of force majeure, iSolar Elec's obligations are suspended for the duration of the event, and timelines will be extended accordingly.

10.8 Time Limitation on Claims

Customer must notify iSolar Elec of any claim, defect, or issue within 30 days of discovery. Any claims not raised within this timeframe are waived. No legal action may be commenced against iSolar Elec more than 12 months after the cause of action arises, except where prohibited by law.

11. Privacy and Data

iSolar Elec collects and handles customer information in accordance with the Privacy Act 1988 and our Privacy Policy. Customer data is used solely for service delivery, warranty management, and regulatory compliance.

12. Dispute Resolution

In the event of any dispute, both parties agree to first attempt resolution through good-faith negotiation. If unsuccessful, disputes may be referred to mediation or arbitration before pursuing legal action.

13. Governing Law

These Terms and Conditions are governed by the laws of the state or territory in which the installation takes place. Any legal proceedings must be brought in the courts of that jurisdiction.

14. Changes to Terms

iSolar Elec reserves the right to update these Terms and Conditions. Changes will be published on our website and apply to contracts signed after the update date.

15. Contact Information

iSolar Elec

ABN: 88 669 197 148

Phone: 1300 031 042

Email: info@isolarelec.com.au

Website: www.isolarelec.com.au

16. Acknowledgment

By signing a contract or accepting a quotation from iSolar Elec, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

Australian Consumer Law Notice: These terms do not affect your rights under the Australian Consumer Law. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract and obtain a refund, or to compensation for the reduced value of the services.