Terms and Conditions

Section A: Introduction and Agreement Formation

1. Introduction and Applicability
1.1 This Residential Solar Supply and Installation Agreement (“Agreement”) is made between Prosolar Global (ABN 73 639 293 495) (“we”, “us”, or “our”) and the Customer identified in the accompanying Quote or Proposal (“you” or “the Customer”), being either the registered proprietor of the Installation Address or a duly authorised agent.

1.2 This Agreement comprises: (a) these Terms and Conditions; (b) the Quote or Proposal issued by us; (c) the Full System Design and related specifications; (d) any written schedules, annexures, or statutory notices expressly incorporated herein; and (e) any consumer disclosures, cooling-off rights, and regulatory documents as required by law.

1.3 This Agreement governs the supply, sale, and installation of a residential solar photovoltaic system, which may include solar panels, inverters, batteries, EV chargers, racking, and related products (“the System”), as well as associated services including delivery, installation, testing, grid connection, and commissioning at the specified Installation Address.

1.4 By accepting this Agreement, you: (a) confirm you are at least 18 years of age; (b) warrant that you are either the legal owner of the Installation Address or duly authorised to act on their behalf; (c) confirm that no other party has previously claimed STCs or other solar incentives at the Installation Address; (d) authorise us to conduct credit and identity verification under the Privacy Act 1988 (Cth); and (e) acknowledge your obligations as set out in Clause 11 (Site Access and Readiness) and Clause 16 (Electrical Compliance).

1.5 Where you are not the registered proprietor, you warrant that you are expressly authorised to enter into this Agreement and to bind the owner(s). You indemnify us for any claims, losses, or liabilities resulting from a breach of this warranty.

1.6 You may accept this Agreement by: (a) signing and returning the Quote or Proposal (electronically or physically); (b) providing digital confirmation via an authorised platform; or (c) verbally accepting the offer, in which case a written copy of this Agreement will be issued in accordance with Australian Consumer Law.

1.7 This Agreement becomes binding only when: (a) the required Deposit has been paid as per Clause 5; (b) Grid Connection Pre-Approval is received from your electricity distributor; and (c) the statutory Cooling-Off Period (if applicable) has expired.

1.8 This Agreement remains in force until the System is installed, commissioned, and handed over, unless earlier terminated under its terms. Post-installation obligations, including warranty claims and service provisions, continue as outlined in Clause 22 and Clause 23. Clause 20 provides indicative system output estimates for guidance only and does not form part of your warranty rights.

1.9 You acknowledge that: (a) additional charges may apply for required upgrades to your existing infrastructure (e.g., switchboard, meter panel) — see Clause 16; (b) any fees charged by your retailer or distributor for meter reconfiguration or compliance remain your responsibility; and (c) the remaining balance for the System (including variations or approved extras) is due on or before installation, in accordance with Clause 5.

1.10 You agree to promptly notify us of any changes to your electricity retailer, site access conditions, or contact details prior to installation. Delays or losses arising from your failure to provide such updates are not our responsibility.

1.11 This Agreement is governed by: (a) the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)); (b) the Clean Energy Council Solar Retailer Code of Conduct and the New Energy Tech Consumer Code (NETCC); and (c) relevant Australian Standards including AS/NZS 3000:2018, AS/NZS 5033:2021, and applicable manufacturer or network operator requirements.

1.12 Capitalised terms used in this Agreement are defined in Clause 2 unless otherwise stated.

2. Definitions and Interpretation
2.1 In this Agreement, unless the context requires otherwise, the following definitions apply:
“Agreement” means this Residential Solar Supply and Installation Agreement, comprising the Terms and Conditions, the Quote or Proposal, Full System Design, and all schedules or annexures expressly incorporated.
“Australian Consumer Law” refers to the legislation set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).
“Balance” means the remaining amount payable for the System after deducting the Deposit and the applicable STC Incentive.
“Business Day” means any day other than a Saturday, Sunday, or a public holiday in the state or territory where the Installation Address is located.
“CEC-Accredited Installer” refers to an individual certified by the Clean Energy Council (CEC) to carry out system design and/or installation in accordance with regulatory standards and guidelines.
“Commissioning” means the process of activating, testing, and completing final configuration of the System so that it is operational, connected to the grid (if applicable), and ready for use, in accordance with industry standards and regulatory requirements.
“Cooling-Off Period” means the statutory period in which you may cancel this Agreement, in accordance with Clause 9 and the Australian Consumer Law.
“Customer” means the purchaser named in the Quote or Proposal.
“Deposit” is the upfront amount payable to confirm your order and commence work, including engineering and regulatory approvals.
“DNSP” or “Electricity Distributor” means the Distribution Network Service Provider that owns and operates the electricity infrastructure servicing your premises and is responsible for grid connection approvals and export control.
“EV Charger” refers to any electric vehicle charging unit supplied and/or installed under this Agreement.
“Force Majeure” means any circumstance beyond the reasonable control of a party that prevents or delays the performance of its obligations under this Agreement. This includes, but is not limited to: (a) natural disasters, extreme weather, fire, floods, or storms; (b) acts of God, pandemics, or public health emergencies; (c) supply chain disruptions, transport delays, or product shortages; (d) strikes, lockouts, industrial disputes, or civil unrest; (e) utility service interruptions or grid constraints; (f) government actions, export restrictions, or changes in law or policy. (g) acts of war, terrorism, sabotage, or national emergency; (h) major IT system failures, cyberattacks, or telecommunications outages that materially impact business operations.
“Full System Design” means the proposed system layout and specifications, including component models, technical diagrams, and estimated energy output.
“Grid Connection Approval” refers to written permission from your electricity distributor to connect the System to the grid, including both pre-approval and final authorisation.
“Guarantee Period” refers to the timeframes outlined in Clause 22 during which workmanship and performance warranties apply.
“Monitoring Platform” means any digital application, online portal, or software interface provided by a manufacturer or third party that enables performance visibility, data logging, or remote access to the System.
“Installation Address” means the property listed in the Quote where the System is to be installed.
“NETCC” means the New Energy Tech Consumer Code published by the Consumer Code Administrator.
“Premises” has the same meaning as “Installation Address”
“Privacy Act” means the Privacy Act 1988 (Cth), including all applicable Australian Privacy Principles.
“Quote” or “Proposal” means the commercial offer provided by us, detailing the System inclusions, pricing, and payment terms.
“Reattendance” means any additional visit by Prosolar Global or its installers to the Installation Address after the initial scheduled appointment, whether due to site inaccessibility, installation delays, safety concerns, equipment issues, rescheduling by either party, or any other reason requiring a return visit to complete, commission, or rectify part of the System installation.
“Rebate Program” means any financial incentive, grant, or credit scheme offered by a government agency or regulator, including but not limited to Solar Victoria and similar programs operated by other Australian states or territories.
“Site-Specific Performance Estimate” means the indicative daily energy output estimate based on your property’s characteristics and system design assumptions. It is provided for informational guidance only and is not a warranty or guarantee of system performance (refer to Clause 20).
“Small-scale Technology Certificates (STCs)” are certificates created under the Renewable Energy (Electricity) Act 2000 (Cth), which may be assigned to us to reduce the cost of the System.
“STC Incentive” refers to the financial value of the STCs applied to your Quote, contingent on successful assignment to us or our nominated agent.
“System” means the complete suite of products and services provided under this Agreement, including but not limited to solar panels, inverters, batteries, EV chargers, mounting hardware, monitoring equipment, and software.
“System Price” means the total cost of the System prior to the deduction of any rebates or STC Incentives i.e. also known as “Total Quote Amount”
“Target Date” refers to the estimated installation date, which may be adjusted under Clause 18.
“Technical Compliance” means compliance with applicable Australian electrical standards, grid requirements, safety codes, and DNSP technical protocols necessary to approve and commission the System.
“Third-Party Financier” means any independent lender, finance company, or payment plan provider engaged by you to fund part or all of the System Price under a separate finance agreement not managed or provided by Prosolar Global.
“Total Quote Amount” means the full amount stated in the Quote, including GST but excluding applicable rebates or third-party fees.
“Variations” means any change to the agreed scope of work, System design, components, installation method, site access, or regulatory requirements after the Quote Acceptance Date. Variations may be requested by you, required due to site conditions, or necessitated by product availability or regulatory authority directions.
“Warranty” means any express warranty provided by Prosolar Global or a manufacturer relating to the performance, workmanship, or product lifespan of the System or its components.

2.2 In this Agreement, unless the context indicates otherwise, references to the singular include the plural and vice versa; references to a person include a body corporate, partnership or trust; headings are for convenience and do not affect interpretation; references to legislation include any amendments or replacements thereof; and terms not specifically defined will be interpreted in accordance with their ordinary commercial meaning and context.

3. Scope of Agreement
3.1 This Agreement governs the sale, supply, delivery, installation, and commissioning of a residential energy solution (the System) as described in the Quote and Full System Design. The System may consist of a complete solar photovoltaic system with panels and inverters, a battery storage unit, an electric vehicle (EV) charger, or any combination of these products — including where one or more items are supplied or installed independently.

3.2 The standard scope of works includes: (a) supply of solar panels, inverter(s), battery units (if applicable), EV chargers (if applicable), mounting hardware, compliant DC/AC cabling, and required isolators; (b) grid-connected installation of the supplied System components to a compliant switchboard, including wiring of any battery or EV charger sold under this Agreement; (c) commissioning of the System in accordance with Australian Standards and electricity distributor requirements; and (d) assistance with Grid Connection Approval and preparation of STC assignment documentation, where applicable.

3.3 The System will be installed by licensed and CEC-Accredited Installers, in accordance with: (a) AS/NZS 3000 (Wiring Rules); (b) AS/NZS 5033 (PV Array Installation); (c) relevant manufacturer installation guidelines; and (d) our obligations under the NETCC and Clean Energy Council Code of Conduct.

3.4 Unless explicitly stated in your Quote, the following works are excluded from the base price, including but not limited to: (a) switchboard modification and/or upgrades, rewiring, longer AC/DC cable runs; (b) 3-phase installations, emergency backstop mechanism installations; (c) roof access complexity; working on terracotta/clay roof tiles, steep roof pitches, Klip-Lok roofs; (d) installation of tilt frames, panel-level monitoring devices, or optimisers; (e) smart meter installation, retailer reconfiguration, or associated DNSP charges; (f)relocation of antennas, air conditioning units, or other rooftop fixtures; (g) removal or disposal of existing solar panels, inverters, hot water panels, or systems; (h) hot water system disconnections or upgrades; (i) asbestos testing or removal; (j) equipment hire such as scissor lifts, cranes, or cherry pickers for multi-storey or elevated work; (k) trenching, underground cabling, meter relocation, switchboard enclosure replacement, fire-rated backing board upgrades; and (l) any changes requested by the Customer after execution of the Agreement.

3.5 Any excluded works or site-specific adjustments identified before or during installation will be raised as a formal variation in accordance with Clause 18, and will not proceed without your written consent.

4. Quote Acceptance and Contract Formation
4.1 You may accept our offer to enter into this Agreement by: (a) signing and returning the Quote or Proposal to us, either physically or electronically; (b) providing digital acceptance via a secure platform or electronic signature system approved by us; or (c) verbally confirming acceptance, in which case a full copy of this Agreement will be issued to you in writing, in accordance with consumer law.

4.2 Despite any form of acceptance, this Agreement does not become operative until all of the following conditions are satisfied: (a) you have paid the required Deposit in accordance with Clause 5; (b) we have received Grid Connection Pre-Approval from your local electricity distributor (where applicable); and (c) where this Agreement arises from unsolicited sales contact, the Cooling-Off Period prescribed under Australian Consumer Law has expired.

4.3 Once the conditions in clause 4.2 are met, this Agreement becomes legally binding, and we will proceed with scheduling delivery and installation of the System components as per the Target Date in your Quote.

4.4 The Quote is valid for acceptance for a period of thirty (30) calendar days from the date it is issued. If you do not accept the Quote within this period, it will expire automatically unless we extend or renew it in writing. Any acceptance received after this period may be subject to updated pricing, revised product availability, or amended terms.

4.5 We reserve the right to cancel this Agreement at our sole discretion prior to installation if: (a) any key information provided by you is found to be false, misleading, or materially incomplete; (b) a site assessment reveals conditions that render installation unsafe, impractical, or non-compliant with legal, regulatory, or technical standards; or (c) you fail to cooperate with pre-installation requirements, including inspections, documentation requests, or other obligations under this Agreement.

5. Cooling-Off Rights
5.1 If this Agreement is formed through unsolicited sales activity, including by phone, email, door-to-door marketing, or any other method where you did not expressly initiate contact with us, you are entitled to a Cooling-Off Period as provided under the Australian Consumer Law.

5.2 The Cooling-Off Period is ten (10) clear business days from the date you receive a copy of this Agreement in writing, whether in physical or electronic form. During this time, you may cancel this Agreement without penalty or obligation.

5.3 To exercise your right to cancel during the Cooling-Off Period, you must notify us in writing by email or post, or by using the cancellation notice form provided with this Agreement. The notice must clearly state your intention to cancel the Agreement.

5.4 If you cancel within the Cooling-Off Period, we will refund any money you have paid, and no goods or services will be supplied. If any goods have been delivered to your property, we will arrange for them to be collected at no cost to you, provided they are in substantially the same condition as delivered.

5.5 If this Agreement was not formed through unsolicited sales activity, the Cooling-Off Period does not apply. However, you may still have cancellation rights as set out in Clause 26 or as otherwise provided under your rights in Clause 33 – Statutory Consumer Rights.

Section B: Financial Terms & Incentives

6. Payment Terms and Schedule
6.1 You agree to pay the Total Quote Amount set out in the Quote, in accordance with the following milestones: (a) Deposit: A deposit of $250 or ten percent (10%) of the “Customer Pays” (whichever is greater) is payable at the time of Quote acceptance. This payment secures your booking and allows us to commence design, engineering, procurement, and grid application processes. (b) Progress Payment: Eighty percent (80%) of the “Customer Pays” is due no later than five (5) Business Days prior to the confirmed installation date. We reserve the right to delay or withhold delivery if this payment is not received in cleared funds by the due date. (c) Final Payment: The remaining balance — including any approved variations — is payable on the day of installation and must be received prior to final commissioning of the System.

6.2 If paying by electronic funds transfer (EFT), you must provide remittance advice or payment confirmation at least 48 hours prior to the scheduled installation date. Failure to provide such proof may result in delays or incur rescheduling fees under Clause 19.

6.3 Our installation team is not authorised to commence any on-site work unless all payment obligations due at that stage have been satisfied, including the Progress Payment under Clause 6.1(b). However, if installation proceeds for any reason before full payment is received, this does not constitute a waiver of your payment obligations, nor does it imply acceptance of any modified terms or discounts. You remain fully liable for the Total Quote Amount and any applicable variations in accordance with this Agreement.

6.4 Interest may accrue on any overdue amounts at a rate of twelve percent (12%) per annum, calculated daily from the due date until full payment is received in cleared funds.

6.5 In the event of payment default, you agree to indemnify us for all legal fees, debt collection charges, administrative time, and enforcement costs reasonably incurred in recovering any outstanding amounts.

6.6 Title to the System remains with Prosolar Global until full payment of the Total Quote Amount and any applicable variations is received. Risk passes to you upon physical delivery of the goods to the Installation Address, regardless of whether installation has commenced.

6.7 Where third-party finance is used, you acknowledge that: (a) promotional or discounted pricing may not apply unless expressly stated in your Quote; (b) all loan terms, interest, and repayment conditions are governed entirely by your financier; and (c) cancellation of finance does not void your obligations under this Agreement unless we receive written cancellation confirmation from the finance provider and approve your release from this contract.

6.8 We reserve the right to issue a separate invoice for any variations, unforeseen costs, or Customer-requested changes. All such amounts are payable in accordance with the updated Final Payment schedule.

6.9 If access to the Premises is denied, unsafe, or unavailable for installation due to Customer-related delays, a re-attendance or demobilisation fee of $250 (minimum) may apply as set out in Clause 25.

6.10 If full and timely payment is not made, all warranties, performance entitlements, and compliance documentation may be suspended or withheld until payment is rectified in full.

6.11 If, for any reason, we proceed with installation, delivery, or commissioning of the System prior to receiving payment in accordance with this clause, this shall not be deemed a waiver of our contractual rights. You acknowledge that the value of the goods and services has been delivered, and you remain unconditionally obligated to pay the Total Quote Amount. We reserve all rights to enforce payment and withhold deliverables as outlined in Clause 6.10.

7. STCs and Government Incentives
7.1 The Total Quote Amount in your Quote has been calculated based on your assignment of the applicable Small-scale Technology Certificates (STCs) to us, or our nominated agent, at the market value prevailing at the time of Quote acceptance.

7.2 By entering into this Agreement, you: (a) agree to assign all rights to create and trade STCs related to the System to us or our nominated agent; (b) authorise us to prepare and submit any necessary forms, declarations, and documentation on your behalf; and (c) confirm that no other party has previously claimed or intends to claim STCs for any System installed at the Installation Address.

7.3 If, for any reason, you are not eligible to assign STCs, or if STCs cannot be created or transferred due to factors outside our control (including changes in legislation or regulatory frameworks), the Total Quote Amount will be increased by the full monetary value of the unassigned or rejected STCs, and you agree to pay the difference as part of your Final Payment. This adjustment does not constitute a price variation under Clause 24, and you may not cancel the Agreement or withhold payment as a result.

7.4 You agree to cooperate fully with all reasonable requests to facilitate the STC assignment process, including signing statutory declarations, providing identification, or completing digital forms as required under the Renewable Energy (Electricity) Act 2000 (Cth).

7.5 The creation and trading of STCs is governed by federal legislation. We make no guarantees regarding the continued availability, quantity, or market value of STCs or any other government incentive or rebate program, which are subject to change or cancellation without notice.

7.6 Where your Quote includes any federal, state, or territory-based government rebate, subsidy, or incentive — whether currently available or introduced in the future — you acknowledge that such pricing is conditional upon your eligibility and active cooperation with the relevant program requirements. This includes, but is not limited to, completing application forms, providing proof of identity and property ownership, granting access to government portals or authorising us to act on your behalf where permitted. Unless expressly stated in writing, we are not responsible for lodging or managing rebate applications that require your action to initiate or approve. If your rebate is delayed, declined, withdrawn, or not claimable due to ineligibility or non-cooperation, the quoted rebate value will become payable by you as part of the Final Payment. We make no representations or guarantees about the ongoing availability, eligibility criteria, or processing timelines of any rebate scheme.

8. Finance Arrangements
8.1 You may, at your discretion, engage a third-party financier to assist in the payment of the Total Quote Amount. We do not act as an agent or credit provider and are not responsible for the terms of any finance arrangement you enter into.

8.2 Where the Quote indicates that the System is being financed: (a) You acknowledge that the finance arrangement is governed exclusively by the terms and conditions of the finance provider; (b) You must provide Prosolar Global with written confirmation of finance approval prior to scheduling installation; (c) You remain liable for all obligations under this Agreement irrespective of any delays or cancellation of your finance agreement.

8.3 Promotional offers, discounts, or advertised pricing may not apply to finance-based purchases unless expressly included in the Quote. Upfront payment deals and interest-free finance promotions are offered as separate, mutually exclusive options. If you select an interest-free finance option through a third-party financier, you acknowledge that any promotional pricing applicable only to upfront payments will no longer apply. We reserve the right to withdraw or adjust incentives that are not compatible with third-party financing.

8.4 In the event that your finance provider fails to remit payment on your behalf in accordance with the agreed milestones, you are still personally liable to ensure all payments under this Agreement are fulfilled in accordance with Clause 6.

8.5 Cancellation of a finance arrangement, regardless of reason, does not void your obligations under this Agreement unless Prosolar Global receives written cancellation confirmation from the finance provider and consents in writing to release you from the Agreement.

8.6 Any refund requests involving financed systems will be handled in accordance with Clause 27, and may be subject to further conditions imposed by the finance provider. You agree to bear all processing costs or deductions imposed by the financier, should a refund become applicable.

8.7 You acknowledge that any administrative fees, account-keeping charges, or other costs imposed by your finance provider are separate from this Agreement and are governed by your agreement with the financier. These fees are not included in your Quote and remain your responsibility.

9. Promotions and Offers
9.1 Promotional Offers
Prosolar Global may offer promotional discounts, bonus packages, or special rates from time to time, including offers made in collaboration with retailers, finance providers, or other partners. To be valid, any such offer must be: (a) clearly stated in your Quote or an attached Special Offer Addendum; and (b) accepted before the promotion’s stated expiry date.

9.2 Offer Conditions
Each promotional or discounted offer is subject to specific eligibility criteria, payment conditions, and applicable exclusions. Promotional pricing or benefits may vary depending on the selected payment method, timing of payment, or bundled inclusions. Unless otherwise stated in writing, offers cannot be transferred, converted, or combined with other offers, financing plans, or third-party programs.

9.3 One Offer Per Agreement (a) Only one promotional offer or discount may be applied per Agreement. (b) Offers, cashbacks, loyalty rewards, and referral incentives may not be stacked or combined. (c) Any bundled or combo deal (e.g. solar + battery) must be presented as a standalone packaged price and is not eligible for additional promotional layering unless explicitly stated.

9.4 Eligibility and Adjustments
If a promotion is found to have been applied in error or the eligibility criteria are not met, Prosolar Global may adjust the final invoice to reflect the standard System Price or the corrected applicable pricing.

10. GST, Fees and Third-Party Charges
10.1 GST Inclusive Pricing
Unless expressly stated otherwise in your Quote, all prices and charges under this Agreement are inclusive of Goods and Services Tax (GST) as defined under the A New Tax System (Goods and Services Tax) Act 1999 (Cth).

10.2 GST Liability
If GST is payable on any supply made under this Agreement, you agree to pay the GST-inclusive amount. Prosolar Global will issue a valid tax invoice showing the amount of GST payable in accordance with applicable tax laws.

10.3 Additional Fees and Third-Party Charges
You are responsible for any additional costs imposed by third parties in connection with your System or installation, including but not limited to: (a) charges related to meter changes, export limitations, or grid connection upgrades required by your electricity distributor or retailer; (b) government duties, levies, compliance costs, or permit fees (excluding our income tax), unless otherwise agreed in writing. These charges are not included in the Total Quote Amount unless expressly stated in your Quote or in a written variation

Section C: Site Assessment and System Design

11. Site Assessment and Assumptions
11.1 Unless otherwise agreed in writing, this Agreement is based on a remote assessment of your property using aerial imagery, digital tools, and the information you have provided. This may include assumptions about roof structure, electrical configuration, site access, and shading.

11.2 Any Quote issued before a physical inspection is conditional upon confirmation that your property is suitable for installation without requiring significant upgrades, access modifications, or other site-specific work beyond standard scope.

11.3 You acknowledge and agree that: (a) any structural, electrical, or compliance risks discovered during a site inspection may require additional work or safety precautions; (b) such risks may result in additional costs or delays, which will be disclosed in accordance with Clause 24; and (c) we may cancel the Agreement if your property is deemed unsuitable or unsafe for installation based on a professional assessment. If the unsuitability arises from your failure to disclose relevant information about your property — including, but not limited to, inaccessible or unsafe roof areas, internal or distant switchboard placement, long cable runs, multi-storey configuration, incompatible sub-board wiring, or lack of suitable space for panels / inverter(s) / battery mounting — we reserve the right to retain or recover our reasonable costs. This may include delivery, site assessment, administrative time, and equipment handling. Cancellation in these cases does not release you from liability for losses caused by your omission or misrepresentation.

11.4 Where a pre-installation site inspection is required, a non-refundable inspection fee of $250 may be charged to cover travel, time, and reporting costs. This amount may be credited toward your final invoice only if it was expressly offered or confirmed in writing at the time of booking the inspection. Unless otherwise agreed, this credit cannot be combined with other promotional offers, rebates, or discounts.

11.5 If you provide inaccurate, incomplete, or misleading information about your property, switchboard, electrical load, roof structure, or site access, we reserve the right to revise the Quote, propose a variation, or cancel the Agreement without liability.

11.6 Any assumptions made in your system design, panel layout, or performance estimate are subject to final validation during on-site inspection or installation. Minor layout or equipment adjustments that do not materially reduce system performance or functionality will not constitute a variation.

12. System Design and Technical Variations
12.1 The System will be designed based on the information you provide during the sales process, including roof dimensions, switchboard condition, property access, and electricity usage patterns. Any Site-Specific Performance Estimate included in your Quote has been prepared in accordance with relevant SAA design standards CEC and NETCC guidelines and reflects a reasonable daily average. It is not a performance guarantee.

12.2 System specifications may be subject to minor variation, including substitutions of solar panel or inverter models of equivalent or superior quality. These substitutions may occur due to supply constraints or technical requirements. Provided that the alternate products comply with relevant product standards and do not materially affect system performance, such changes do not entitle you to a refund, cancellation, or compensation.

12.3 You acknowledge that panel layout, inverter position, and other on-site design elements may be amended at the time of installation, at the discretion of our installer, to ensure safety, regulatory compliance, or improved performance. These changes will adhere to current industry guidelines and the obligations set out in Clause 19

12.4 If your property is identified as complex — for example, due to internal switchboards, non-standard cable runs, tiled or steep roofing, limited inverter mounting space, or heritage listing — we may require a pre-installation site inspection by our engineering or planning team. A non-refundable fee of $250 may apply to such inspections and will not be credited or refunded, regardless of whether installation proceeds.

12.5 If the inspection or planning review reveals the need for additional works (such as switchboard upgrades, cable rerouting, trenching, or asbestos management), a revised Quote will be issued. Installation will only proceed after you provide written acceptance of the proposed variation, in accordance with Clause 24. If you do not accept the variation, cancellation will be handled in accordance with Clause 26.

12.6 Any requests by you to change the System design after acceptance of this Agreement may incur an administrative fee and be subject to revised pricing, material lead times, and installer availability.

13. Grid Connection and Required Approvals
13.1 Grid Connection (a) Prosolar Global will submit the required applications for grid connection approval to your electricity distributor (DNSP) on your behalf, in line with regulatory requirements and best-practice industry standards. (b) You acknowledge that our responsibility is limited to lodging the application and facilitating communication. We do not control the timing, outcome, or any conditions imposed by your DNSP or electricity retailer. (c) This Agreement is conditional upon receiving initial grid connection pre-approval. If pre-approval is not granted, Prosolar Global will work with you to explore any available alternatives or resubmission options. Where connection cannot be obtained despite reasonable efforts, we reserve the right to cancel the Agreement and issue a refund in accordance with Clause 24. (d) While we take reasonable steps to expedite the connection process, Prosolar Global is not liable for any delays, rejections, or limitations imposed by your electricity distributor or retailer, including those related to: (i) post-installation commissioning or final grid connection; (ii) metering upgrades or reconfiguration delays; (iii) tariff adjustments or feed-in eligibility; (iv) dynamic export control, emergency protocols, or technical compliance; (v) network demand response or DNSP policy updates; or (vi) any other external factor beyond our control. (e) You acknowledge that certain electricity distributors and regulatory bodies now require solar PV and battery systems to be online and remotely accessible to maintain grid compliance, enable commissioning, or support dynamic export management. (f) You are responsible for ensuring a stable, functioning internet connection (via Wi-Fi or Ethernet) is available at the Installation Address from the time of commissioning and remains operational thereafter. (g) Prosolar Global is not liable for any restriction, failure, or limitation in system operation, export, performance, or rebate eligibility where such issues arise from: (i) lack or loss of internet connectivity; (ii) changes to your network, router, firewall, or service provider; or (iii) disconnection or modification of devices by you or any third party. (h) Any resulting loss of energy exports, feed-in-tariff income, or system visibility due to these circumstances is your responsibility and does not constitute a breach of this Agreement.

13.2 Customer-Side Approvals
(a) You are solely responsible for obtaining, at your own cost, all other consents, permits, or approvals required to lawfully install the System at the Installation Address. This may include: (i) approvals from a body corporate, strata manager, or building manager; (ii) planning permits, heritage overlays, or council consents; (iii) rebate scheme requirements (e.g. Solar Victoria); and (iv) landlord or building authority approvals for structural or electrical works. (b) You warrant that all relevant parties have been informed and that you have disclosed any known restrictions or conditions affecting the property (including heritage status or building limitations). (c) If Prosolar Global becomes aware of any legal or regulatory barriers to installation after the Agreement has commenced—whether due to non-disclosure or failed approvals—we may: (i) suspend works until all necessary approvals are obtained; or (ii) cancel the Agreement and recover incurred costs, including engineering, site inspections, delivery, and restocking fees, in accordance with Clause 24 and Clause 26.

13.3 Assistance Without Liability
We may, at our discretion, assist you with navigating or preparing documentation for Solar Victoria or other government rebate schemes. However, you remain fully responsible for submitting applications, ensuring your eligibility, and obtaining approvals. Failure to secure or complete a rebate does not release you from your obligations under this Agreement.

14. Feed-in Tariff (FiTs) and Tariff Responsibility
14.1 You are solely responsible for applying for and managing any applicable feed-in tariffs (FiTs) with your electricity retailer or energy provider, unless otherwise agreed in writing.

14.2 Prosolar Global makes no guarantee regarding the level of FiT you will receive, nor any increase in the tariff rates, as this is subject to change by government regulations and the policies of your electricity retailer.

14.3 It is your responsibility to ensure that your electricity retailer is notified of the installation of the solar system and that they apply the correct FiT to your account.

14.4 Prosolar Global will not be responsible for any loss of FiT benefits, delays, or errors in the application process, including situations where your retailer does not apply the correct FiT or fails to process your application timely.

14.5 If applicable, you are also responsible for any additional charges or fees imposed by your electricity retailer in relation to the system connection, including but not limited to costs associated with smart meters, system reprogramming, or meter readings.

14.6 You should regularly review your electricity contract and FiT terms with your electricity retailer, as tariffs may change over time. Prosolar Global does not control tariff rates or your retailer’s obligations and is not liable for any discrepancies.

Section D: Pre- Installation Requirements

15. Site Inspections and Pre-Installation Requirements
15.1 Information Used to Prepare Your Quote
Your System design and Quote are based on the information you provide, including photographs, video footage, energy usage data, property descriptions, and satellite imagery. We rely on this information to assess your property remotely and determine installation feasibility. If this information is incomplete or inaccurate, additional charges or variations may apply in accordance with Clause 24.

15.2 When a Site Inspection Is Offered
We may recommend a site inspection where we reasonably consider it necessary — for example, if the information provided is incomplete, or there is uncertainty regarding: (a) roof suitability, material, slope, or structural integrity; (b) system layout feasibility, available roof space, or visual aesthetics; (c) potential shading, access limitations, or on-site safety hazards; (d) switchboard condition, metering compliance, or cable routing challenges; (e) any factor that may materially affect the safe, compliant, or effective installation of your System.

Site inspections are not included in your Quote by default and always incur a separate fee unless expressly included in the Quote or otherwise agreed in writing. Fees for site inspections are outlined under Clause 6 and clause 11. If you choose not to proceed with a recommended inspection, you acknowledge that installation quality, roof appearance, system feasibility, or total panel quantity may be impacted. In such cases, the final installed System may differ in size, layout, or design from what was originally quoted. Prosolar Global will not be liable for design adjustments, changes to output capacity, or any resulting variation in energy yields or estimated savings arising from unknown or undisclosed site-specific conditions that could not reasonably have been identified without inspection.

15.3 Customer Responsibility to Disclose Site Conditions
You are responsible for: (a) providing accurate and complete site information; (b) disclosing any known or suspected issues that may impact installation, including asbestos, fragile or repaired roofing, prior solar removals, or restricted access areas; (c) informing us if you are unsure about any condition that may be relevant. Failure to disclose relevant conditions may result in delays or added costs. Any post-Quote variations required due to site conditions will be managed in accordance with Clause 24.

15.4 Appointment Access and Cancellations
If a site inspection is scheduled and you cancel with less than 24 hours’ notice, or fail to provide safe and reasonable access to the property, we may charge a cancellation or rebooking fee to cover our costs.

16. Switchboard, Metering, and Electrical Compliance
16.1 Unless otherwise stated in the Quote, your existing switchboard, electrical wiring, and meter panel are assumed to comply with applicable standards. Any upgrades or modifications required to meet safety, regulatory, or DNSP requirements are not included in the base System Price and will be treated as variations under Clause 24.

16.2 You acknowledge that: (a) if your switchboard contains ceramic fuses, timber backing, asbestos lining, or lacks capacity for new circuits, it may need to be replaced or upgraded before installation can proceed; (b) fire-resistant backing boards, metal enclosures, and RCDs may be required as per local regulations; and (c) your electrical distributor or retailer may charge additional fees for smart meter reconfiguration, meter replacement, or site compliance.

16.3 You agree to bear all costs relating to: (a) upgrading or relocating switchboards or meters; (b) installing sub-boards or additional isolators; (c) trenching or rewiring to overcome site limitations; (d) any work required to meet SAA electrical compliance standards or DNSP safety obligations.

16.4 Where such upgrades are essential and identified either during engineering review or at the time of installation, we will issue a variation for your written approval. We may suspend or reschedule installation until you approve and settle the variation costs.

16.5 Smart meter installation, reprogramming, or feed-in tariff activation is not included unless expressly stated in your Quote. You are responsible for liaising with your energy retailer to complete any metering changes required for solar export.

Section E: Delivery & Installation

17. Delivery, Scheduling, and Customer Readiness
17.1 You agree to provide us, our employees, subcontractors, and authorised representatives with full, safe, and timely access to the Installation Address as reasonably required to: (a) carry out site inspections (if applicable); (b) deliver equipment and materials; (c) perform installation, commissioning, and grid connection of the System; (d) perform any government, distributor, or safety inspections; and (e) conduct post-installation service or diagnostics as reasonably required.

17.2 You or a nominated adult must be present on the day of installation to provide access and sign any documentation required, including the assignment of STCs and connection consent forms.

17.3 This access includes, but is not limited to: (a) the roof and any other installation areas; (b) switchboards, sub-boards, meter panels, and electrical infrastructure; (c) any internal areas necessary for cable routing, inverter placement, or data monitoring setup (e.g. access to internet routers); and (d) parking or staging areas for vehicles, tools, and equipment.

17.4 You must ensure that: (a) the site is safe, structurally sound, and free from hazards including asbestos or other dangerous materials (unless disclosed in advance); (b) clear access paths are maintained, including to the roof, meter, and switchboard; (c) any gates, locks, pets, access restrictions, or hazards are communicated in writing prior to installation; and (d) all required planning or strata approvals are obtained and made available prior to the installation date.

17.5 If we are unable to commence or complete work due to restricted access, unsafe conditions, or customer-related delays, we may charge a re-attendance fee, labour standby fee, or other reasonable costs as outlined in Clause 25. A minimum re attendance fee of $250 may apply.

17.6 We may, at our sole discretion, delay or cancel the installation if access is unsafe or the site is non-compliant with applicable WHS regulations. In such cases, the project may be rescheduled or cancelled in accordance with Clause 26, depending on cause and liability.

17.7 You acknowledge that failure to comply with this Clause may result in additional charges, project delays, or termination of this Agreement. We accept no liability for loss or delay arising from your failure to prepare the site or provide accurate access information.

18. Access to Premises and Customer Obligations
18.1 You grant Prosolar Global and its authorised contractors, employees, and agents unrestricted access to the Installation Address at all reasonable times to: (a) carry out site inspections (if required); (b) deliver equipment and materials; (c) perform installation and commissioning of the System; (d) perform any mandatory distributor, government or safety compliance inspections required before final grid connection; (e) conduct any required post-installation service or safety checks during the life of the System; and (f) facilitate grid connection and testing procedures

18.2 We will provide reasonable notice before attending the Premises unless otherwise agreed. You or a nominated adult must be present on the day of installation to allow access and sign required documentation, including the assignment of STCs.

18.3 You must ensure the site is safe, structurally sound, and ready for installation. This includes: (a) keeping roof access paths clear of debris or obstructions; (b) ensuring no known asbestos or other hazardous materials exist where the System will be installed (unless disclosed); (c) providing access to switchboards, meter panels, subboards, and internet routers as required; and (d) removing any items or fixtures that may obstruct installation or pose a safety risk.

18.4 If site access is denied or deemed unsafe by our installers on the scheduled date, the job may be delayed or rescheduled at our discretion. A minimum re-attendance fee of $250 will apply as per Clause 25.

18.5 You are responsible for notifying us in writing of any: (a) locked gates, pets, access restrictions, or safety concerns; (b) known heritage listings or local planning constraints; (c) changes in your electricity retailer, contact information, or property ownership prior to installation.

18.6 We accept no liability for damage or delay arising from your failure to provide full and accurate site access information or prepare the Premises as required under this clause.

19. Installation Standards and Completion
19.1 All installation work will be carried out by appropriately licensed and accredited electricians and installers in accordance with the Clean Energy Council (CEC) accreditation standards, SAA installation standards, and all relevant laws, regulations, codes, and guidelines, including manufacturer installation manuals and NETCC obligations.

19.2 Installation may occur over one or more days, depending on system size, access conditions, product availability, or regulatory requirements. In some states, mandatory safety and compliance inspections are conducted by independent inspectors appointed by the distributor or relevant authority. These inspections may affect connection or commissioning timelines and are beyond our direct control.

19.3 Installation will be deemed complete when the physical components of the System have been installed, tested, and confirmed to comply with electrical and safety regulations. This does not include grid connection approval, network inspection, or installation of export control devices unless specifically included in your Quote.

19.4 You agree to cooperate with our installers and representatives during installation by: (a) granting uninterrupted access to the property as outlined in Clause 18; (b) ensuring pets, vehicles, or obstructions are removed from work areas; and (c) ensuring a responsible adult is present during work hours to approve access, sign documents, and respond to installer queries.

19.5 You must ensure that an active and reliable internet connection (via Wi-Fi or LAN) is available at the inverter or battery location to enable system performance monitoring. We are not responsible for performance reporting or data connectivity issues arising from network outages, poor signal, or lack of customer-provided internet access.

19.6 Upon completion of installation and testing, we will provide a handover pack including: (a) system performance documentation; (b) warranty and compliance certificates; (c) user guides and login details (where applicable); and (d) contact information for post-installation support.

19.7 If installation is delayed or interrupted due to weather, safety concerns, or supply chain factors beyond our control, we will reschedule the work at the earliest available opportunity. No re-attendance or rescheduling fees will apply unless the delay was caused by restricted access or customer-related issues, as outlined in Clause 25

Section F: System Performance and Maintenance

20. System Performance Estimates
20.1 Site-Specific Estimates
Prosolar Global provides Site-Specific Performance Estimates in accordance with the Clean Energy Council’s System Design Guidelines. These estimates are based on your installation address, system configuration, and average daily solar irradiance data using recognised industry methodologies.

20.2 Assumptions and Limitations
All performance estimates: (a) are indicative only and do not represent guaranteed energy yields; (b) are based on assumptions including historical climate data, optimal orientation, tilt, and typical site conditions; (c) do not account for future changes such as weather variability, shading, alterations to your energy usage, or environmental factors outside our control.

20.3 Factors Affecting Output
Actual system performance may vary due to factors including: (a) seasonal variation, cloud cover, dust, or extreme weather; (b) shading from trees, buildings, or new structures over time; (c) network voltage fluctuations or feed-in limitations imposed by your electricity distributor (DNSP); (d) roof modifications, renovations, or movement of rooftop structures; (e) failure to maintain internet connectivity for monitoring systems; or (f) third-party interference, unauthorised modifications, or lack of regular system care.

20.4 Your Responsibilities
To support optimal system performance, you are responsible for: (a) maintaining visibility through the monitoring system provided, including stable internet connectivity; (b) keeping the system and solar panels clean and free from excessive dirt or debris; (c) engaging a professional service provider if you are unable or unwilling to perform routine cleaning or inspections; and (d) notifying us of any fault, drop in performance, or physical interference affecting the System.

20.5 Performance Expectations and Guarantees
Your System is designed and installed to deliver optimal energy yield under standard operating conditions, in line with industry guidelines and manufacturer specifications. While we take every reasonable step to ensure high performance, actual results may vary depending on site-specific and environmental factors beyond our control.
Any formal performance guarantees will be expressly stated in this Agreement or in your manufacturer documentation and your quote.. Nothing in this clause affects your rights under the Australian Consumer Law.

21. System Monitoring and Internet Requirements
21.1 Monitoring Capability
If your System includes a monitoring-enabled inverter, battery, or energy management device, you will have access to performance data via the relevant manufacturer’s app or web portal. Monitoring allows you to view your solar generation, energy usage (if applicable), and system status.

21.2 Customer Setup and Internet Access
You are responsible for:(a) downloading and activating the relevant monitoring app or online platform; (b) registering your account with the device manufacturer or platform provider; and (c) ensuring a stable internet connection (via Wi-Fi or Ethernet) is available at the Installation Address to enable real-time monitoring. Prosolar Global does not set up software, create user accounts, or install mobile apps on your behalf. Please consult the manufacturer’s user guide or contact their support service for setup assistance.

21.3 Connectivity and Downtime
We are not responsible for monitoring interruptions caused by: (a) internet outages, weak Wi-Fi signals, or changes to your router or network; (b) firewall settings, hardware limitations, or device incompatibility; (c) failure to activate or maintain the required monitoring platform. If your System loses visibility due to a connectivity issue: (i) we may be unable to provide remote assistance or fault diagnosis; (ii) you are responsible for promptly reporting any visible faults or error codes; and (iii) we are not liable for energy loss, export loss, or reduced performance occurring during offline periods unless directly caused by our installation.

21.4 Platform Limitations
Monitoring platforms are provided by third-party manufacturers and are subject to their own terms of use, privacy policies, and service availability. Prosolar Global is not liable for platform outages, mobile app malfunctions, server issues, or incorrect data reporting by these external services.

21.5 Reconnection and Support
Prosolar Global provides complimentary phone support to assist you with basic troubleshooting and reconnection guidance for your monitoring system, where feasible. We are happy to guide you through common connectivity issues and assist with identifying the relevant steps needed to restore functionality. Site visits to resolve internet or monitoring issues may incur a service fee unless covered under a separate support or maintenance plan. You may also be referred to the device manufacturer’s support team if the issue relates to their software, hardware, or platform service.

21.6 Mandatory Internet Requirement for Commissioning
In certain Australian states, a stable internet connection is a mandatory requirement for commissioning, activating, or grid-integrating solar and battery systems. This may include dynamic export control, smart inverter functions, or DNSP registration. You acknowledge that: (a) a working internet connection (Wi-Fi or Ethernet) must be available on-site at the time of installation; (b) system setup, grid compliance, and performance verification may be delayed if internet is not available; and (c) any return visits required due to lack of connectivity may incur additional fees. You agree to ensure reliable internet access is available prior to your installation date, unless otherwise agreed with us in writing.

22. System Warranty and Guarantee
22.1 Workmanship Warranty
(a) Prosolar Global affirms its commitment to high-quality workmanship in accordance with the Clean Energy Council (CEC) Solar Retailer Code of Conduct, the New Energy Tech Consumer Code (NETCC), and Australian Consumer Law (ACL). All installations by our staff or approved contractors are performed with due care, skill, and professionalism.
(b) Our standard workmanship warranty periods are as follows: Solar PV Systems: 10 years, Battery Storage Systems: 5 years, EV Chargers: 2 years.
(c) If a workmanship-related fault is identified within the applicable warranty period, we will rectify it at our cost, including associated labour and on-site attendance, subject to the exclusions in Clause 22.5.
(d) Roof Leak Coverage: Roof penetrations made during installation are sealed to prevent water ingress. Leaks typically appear within the first one or two rainy seasons. If a leak occurs within this early period, we will investigate and fix the issue at no cost. If a leak is reported after this period, we will assess whether it is due to the solar installation or other factors (e.g., brittle tiles, natural roof movement, third-party work). If unrelated to our work, a $250 call-out fee may apply (see Clause 22.6). We will always provide a clear explanation and upfront pricing before proceeding.

22.2 Performance Guarantee – Solar PV and Battery Systems
In accordance with CEC and NETCC requirements, Prosolar Global guarantees that installed Solar PV and Battery Systems will operate in line with the Site-Specific Performance Estimate and system design for a period of five (5) years from the installation date (“Performance Guarantee Period”), provided normal usage and environmental conditions are maintained. We will investigate any reported performance issues during this period and, where applicable, coordinate repairs, replacements, or assist with manufacturer engagement at no additional cost to you.

22.3 Lifetime System Support
Prosolar Global offers lifetime system support as your ongoing point of contact for system-related queries, including: (a) System performance issues, (b) Installation concerns, (c) Warranty coordination (solar panels, inverters, batteries, EV chargers), (d) Monitoring, connectivity, and aftercare advice
Support extends for the life of the system to the original purchaser at the installation address, subject to: (a) Stable internet connectivity (see Clause 21), (b) Reasonable access to the system, (c) Compliance with maintenance responsibilities (see Clause 23) We assist with manufacturer claims but are not liable for delays, unsupported products, or issues solely under manufacturer responsibility.

22.4 Service Visit Policy and Call-Out Fees
(a) A $250 call-out fee (incl. GST) applies to: (i) Service visits more than five (5) years after installation (ii) Any visit unrelated to installation quality, performance, warranty, or system function
(b) Additional time on-site is charged at $75 per 15 minutes, billed in 15-minute blocks.
(c) If a fault is confirmed to be due to our installation, the call-out fee is fully refunded. If unrelated, the fee is retained and further charges apply as agreed in writing.

22.5 Manufacturer Warranty Assistance
We will assist with manufacturer warranty claims at no charge during the relevant warranty periods. However, where: (a) The fault is unrelated to our workmanship, (b) Our workmanship warranty has expired (c) The manufacturer does not cover labour, freight, or travel. We may charge for: (a) On-site inspection or testing, (b) Labour to remove/replace faulty items, (c) Freight or shipping costs. These fees will be clearly quoted and agreed before work proceeds.

22.6 Warranty Exclusions
Warranty and guarantees in Clauses 22.1–22.2 do not apply to: (a) Misuse, neglect, vandalism, or accidental damage (b) Grid faults, surges, or disconnection (c) Acts of nature (lightning, hail, flood, fire, etc. (d) Failure to maintain the system per manufacturer/User Manual (e) Alterations or repairs by unauthorised persons (f) Lack of access for inspection, servicing, or repairs (g) Roof leaks determined to be unrelated to solar installation (e.g., brittle tiles, structural movement, other trades). In such cases, we may require advance payment of the call-out fee. If found to be installation-related, the fee is refunded.
For EV chargers, Prosolar Global provides a workmanship warranty only. Post-installation issues (e.g., app, Wi-Fi, software) are to be directed to the OEM.

22.7 Disclaimer
This clause is not a complete warranty document. Product-specific warranties are issued by manufacturers and provided at installation. Copies are also available at: www.pro-solar.com.au/resources-of-pro-solar-global-australia/

23. System Maintenance and Aftercare
23.1 Maintenance Documentation
At the time of, or after, installation, Prosolar Global will provide you with: (a) Manufacturer warranties for installed components (b) The Prosolar Global User Manual (with maintenance and care guidelines) (c) The Site-Specific Performance Estimate for your system

23.2 Ongoing Customer Responsibilities
You agree to maintain the system in accordance with the documentation provided and general best practices, including: (a) Regularly checking for damage, debris, or obstructions on panels, inverter, and battery (b) Cleaning solar panels as needed, or arranging a qualified cleaner (c) Preventing physical interference, damage, vandalism, or exposure to water (d) Monitoring inverter displays and alerts for faults (e) Scheduling servicing as recommended by the manufacturer or Prosolar Global

Important: You must not attempt to modify, repair, or interfere with the system without our written approval. Unauthorised actions may void applicable warranties.

23.3 Notification and Access
Promptly notify Prosolar Global of any faults or performance issues. Delayed notification may affect your entitlements under warranty or performance guarantees. You agree to provide us or our authorised representatives reasonable access to inspect or service the system during the warranty period.

Section G: Variations, Delays, Termination, and Refunds

24. Variations and Additional Costs
24.1 Scope of Variations
We may vary the scope, design, price, or timing of the System and related services where changes arise after Quote acceptance due to: (a) site-specific conditions or unforeseen installation challenges; (b) required changes in System design, layout, product models, or installation method; c) new or increased compliance obligations, including DNSP or regulatory updates; d) Customer-initiated changes, upgrades, postponements, or preferences; or (e) increased costs of materials, labour, logistics, or technical services needed to deliver or install the System.

24.2 Examples of Variations
Variations may include, but are not limited to: (a) modifications to System size, layout, panel or inverter type; (b) substitutions of products due to availability or compliance; (c) trenching, tilt kits, framing, long cable runs, or switchboard access works; d) switchboard or meter upgrades, sub-board installation, or fire safety modifications; (e) works required due to structural, electrical, or safety issues identified on site; (f) Customer-requested changes to features, specifications, or installation dates; (g) new costs imposed by external parties (e.g., retailers, DNSPs, councils); and (h) any additional labour, hardware, permits, or tools required to complete the job safely and compliantly.

24.3 Notification, Pricing, and Agreement
(a) We will notify you of any required variation or price adjustment as soon as reasonably practicable after it becomes known — including, where necessary, on the scheduled day of installation. (b) Such notice will include: (i) the reason for the change, (ii) the revised cost or timeline impact, and (iii) any supporting documentation available upon request. (c) Variation pricing will be based on reasonable market rates and may include charges for labour, materials, permits, equipment, compliance, and administrative handling. (d) No variation will proceed without your express approval, which may be provided: (i) in writing, including by email or SMS; (ii) in person at the installation site; or (iii) via other traceable communication methods (e.g., phone call).

24.4 Short-Notice Adjustments and Customer Rights (a) If a variation is presented with short notice, including on the installation day, you may choose to: (i) accept the variation and proceed; or (ii) decline the variation and terminate this Agreement, provided notice is given before installation resumes. (b) If you terminate under this clause, we will refund any monies paid, less reasonable costs already incurred (including engineering, approvals, site assessments, delivery, and restocking), in accordance with Clause 26. (c) If you do not respond or object to the variation prior to the recommencement of works, you will be deemed to have accepted the adjusted price and terms.

24.5 Consequences of Declining Variations
If a variation is required for technical, safety, or compliance reasons and you do not approve it, we may suspend works and, where appropriate, terminate the Agreement. In such cases, fees, deductions and refunds may apply as outlined in Clause 26 and Clause 27.

25. Delays, Rescheduling, and Reattendance
25.1 Installation Timeframes
We will make reasonable efforts to deliver and install the System within the estimated timeframe stated in your Quote or as otherwise agreed in writing. All timeframes are estimates only and may be affected by factors beyond our control, including weather, network approvals, supplier delays, and access issues.

25.2 Customer-Requested Rescheduling
If you request to reschedule the installation or any pre-installation appointment, you must provide at least 3 business days’ notice. Rescheduling may result in delays to your installation timeline. Short-notice rescheduling or repeated changes may incur a reasonable re-attendance or administration fee.

25.3 Site Access and Readiness
You must ensure we have safe and unobstructed access to the property and installation area on the agreed installation date. If we are unable to proceed due to site inaccessibility, incomplete pre-requisites, or hazards (including but not limited to pets, locked gates, scaffolding, or construction works), we may reschedule the installation and charge a reattendance fee.

25.4 Delays Caused by Third Parties or Authorities
We are not responsible for delays caused by third parties, including your energy retailer, network distributor (DNSP), local council, or product suppliers. We will keep you informed of any delays and provide updated timelines where possible.

25.5 Force Majeure
If a delay is caused by a Force Majeure event (see Clause 30), we will notify you promptly and reschedule installation once conditions allow. No compensation or liability will arise from such delays.

25.6 Customer Acknowledgement of Delay Impacts
Delays may affect your eligibility for incentives, rebates, or feed-in tariffs. You acknowledge that we are not liable for any financial loss or policy change resulting from installation delays outside our reasonable control.

25.7 Re-attendance
A re-attendance fee of $250 may apply if an additional visit to the Installation Address is required due to the site not being ready or accessible at the scheduled time. Situations that may lead to reattendance include short-notice rescheduling, limited or unsafe access, pets on site, locked gates, missing approvals, incomplete electrical access (e.g. switchboard or meter), or conditions that prevent safe and efficient installation or commissioning of the System.

Reattendance may also be required if a planned site inspection or technical assessment cannot proceed as arranged, or if any installation prerequisites are not met on the day. The fee covers additional scheduling, technician time, and travel.

We recognise that unforeseen circumstances can occur and are committed to working collaboratively to minimise disruption. Where a return visit is required due to weather events, Force Majeure, product availability issues, or delays caused by Prosolar Global or its representatives, we will coordinate re-attendance at no cost to you.

26. Termination and Cancellations
26.1 Termination by Customer
You may terminate this Agreement at any time before installation by providing written notice. Depending on the stage of the project, the following terms will apply: (a) Cooling-Off Period: If you terminate within the applicable cooling-off period (see Clause 5), you will receive a full refund of any deposit paid, less any verified costs for site inspection or administrative work already undertaken. (b) Before Procurement or Delivery: If you cancel after the cooling-off period but before any equipment has been ordered, delivered, or prepared, we may retain or deduct an amount from your deposit to recover reasonable costs for design, engineering, documentation, and compliance. (c) After Delivery but Before Installation: If products have already been delivered to your site but installation has not commenced: (i) a restocking and handling fee of 10% of the Total Quote Amount or $350, whichever is greater, may apply; (ii) you must allow access for us to collect the equipment in original, unused condition; and (iii) additional charges may apply if any goods have been opened, damaged, or moved from their delivery location. (d) On the Day of or After Installation Start: If termination is requested after installation has begun, you will be liable for the Total Quote Amount, including any approved variations. At our discretion, we may reduce the amount payable if products are unused, unregistered, and able to be returned or reused.

26.2 Termination Due to Variations or Delays
You may terminate this Agreement without penalty if: (a) you do not agree to a material variation under Clause 24 and no installation work has commenced; (b) your grid connection pre-approval is denied prior to installation; or (c) installation is delayed by more than four (4) weeks beyond the Target Date due solely to our fault, and you do not accept a revised installation date.

26.3 Termination by Us
We may terminate this Agreement by written notice to you if: (a) you fail to make a payment when due, or otherwise breach your obligations, and do not remedy the breach within seven (7) days of receiving notice; (b) we determine that installation is unfeasible due to site conditions, technical risks, regulatory barriers, or denied grid approval; or (c) material supply disruptions, regulatory changes, or price increases arise that render the project commercially impractical.

26.4 Consequences of Termination
Following termination: (a) we may deduct reasonable costs incurred up to the date of termination, including those for design, procurement, travel, inspection, and administrative tasks; (b) any applicable refunds or outstanding balances will be detailed in a final invoice or refund summary; and (c) refunds, if owed, will be assessed in accordance with Clause 27. We will provide a summary of costs deducted and any balance owing or refundable.

26.5 Battery or EV Charger-Only Installations
These cancellation and termination provisions apply equally where the Agreement relates solely to a battery or EV charger. Reasonable cost recovery will apply for logistics, documentation, and site-specific work already performed.

26.6 No Waiver of Rights
Any discretionary refund, credit, or waiver we may offer does not waive our right to recover losses or enforce this Agreement in full, in accordance with applicable laws.

27. Refunds
27.1 General Refund Principles
If this Agreement is terminated in accordance with Clause 26, any refund due to you will be determined based on the stage of the project, the work completed, and any costs reasonably incurred by us up to the date of termination.

27.2 Deductions for Costs Incurred
We may deduct from any refund: (a) reasonable costs for site inspection, engineering, design, documentation, permit applications, and administrative handling; (b) supplier restocking fees for returned products; (c) labour and travel charges where installation or delivery was scheduled or commenced; (d) any non-recoverable fees paid to third parties (such as network providers or certifiers).

27.3 Condition of Returned Products
If products have been delivered and are to be collected as part of a refund process: (a) you must ensure they are in their original, unused condition and accessible for collection; (b) additional charges may apply if goods are damaged, opened, or moved from their original delivery location.

27.4 Partial Refunds and Balance Payable Where a refund is not applicable or the value of equipment, services, or costs already provided exceeds the deposit paid, you will be invoiced for the remaining balance. We may issue a final settlement statement itemising any deductions or outstanding amounts.

27.5 Timeframe for Refund Processing Refunds, where applicable, will be processed within 21 business days from the date the cancellation is confirmed and all necessary information (including your banking details) has been received and verified.

27.6 Full Refund Entitlements – Pre-Installation
A full refund of all payments made will be provided if this Agreement is terminated before installation commences due to any of the following; (a) We fail to deliver and install the System within four (4) weeks after the original Target Date, and you choose to cancel the Agreement; (b) You decline a price increase, product substitution, or short-notice variation, and terminate in accordance with Clause 24.4; (c) Grid Connection Approval is refused by your electricity distributor despite all reasonable efforts; or (d) A quoted System component becomes unavailable, and you do not accept a proposed substitute of comparable quality.

27.7 This clause does not limit your rights under Clause 33 – Statutory Consumer Rights.

Section H: System Performance and Maintenance

28. Ownership and Title Transfer
28.1 Title Retention
Ownership of the System and its components passes to you automatically once we have received full and final payment of the Total Quote Amount, including any approved variations or additional charges, in cleared funds. This includes any amounts payable on your behalf by government agencies, network providers, or other third parties under rebate, incentive, or subsidy schemes. Until all such amounts are received, title remains with us, and no separate documentation is required to effect this transfer.

28.2 Risk Transfer
Risk in the System transfers to you upon physical delivery to the Installation Address, regardless of whether installation or commissioning has occurred. From that point, you are responsible for protecting the System from loss, damage, or theft.

28.3 Obligations Prior to Ownership
Until ownership transfers to you: (a) you hold the System and its components as fiduciary bailee on our behalf; (b) you must keep the System in good condition and not tamper with, damage, or alter it; (c) you must not sell, move, lease, or allow any third party to claim an interest in the System; (d) you must maintain full insurance for the System at its replacement value, with our interest noted; and (e) you must immediately notify us in writing if any person claims or attempts to claim a lien, charge, or encumbrance over the System.

28.4 Right of Recovery
If this Agreement is terminated before ownership passes, we may recover the System or its components from the Premises. You must allow us or our authorised agents safe and reasonable access to do so.

28.5 Applicability to Batteries and EV Chargers
This clause applies equally to any energy storage batteries or EV chargers included in your Quote, unless otherwise stated in writing.

29. Liability, Risk, and Insurance
29.1 Insurance Responsibility
You are responsible for maintaining property insurance that covers the System from the time risk transfers to you under Clause 28. This includes cover for theft, damage, accidental loss, or any event not caused by us or our agents.

29.2 No Liability for Pre-Existing or Undisclosed Conditions
We are not liable for any damage, delay, or additional cost resulting from: (a) pre-existing defects or conditions at the Premises, including in your roof, switchboard, meter box, or wiring (b) fragile roofing materials (e.g., aged or brittle tiles) that may crack or degrade during installation; (c) conditions not visible or disclosed during quoting, site inspection, or pre-installation checks.

29.3 Installer-Caused Damage
We require our installers to maintain appropriate liability insurance and to comply with all relevant laws and safety obligations. While we are not liable for damage caused by third-party installers, we will work with you and the installer to rectify any property damage caused by verified installer negligence.

29.4 Limit on Liability
To the extent permitted by law, our liability is limited to: (a) repairing or replacing faulty components; or (b) re-supplying the relevant services. We are not liable for any indirect, special, or consequential losses, including: (i) lost savings or income; (ii) lost solar generation or feed-in revenue; (iii) increased electricity bills; or (iv) business interruption or loss of use of the System.

29.5 Customer Responsibility and Indemnity
You are responsible for maintaining the System in accordance with the instructions we or the manufacturer provide. We are not liable for damage caused by misuse, negligence, unauthorised repair, third-party interference, or failure to follow maintenance guidelines. You agree to indemnify and hold us harmless against any claims, losses, or liabilities resulting from your breach of this Agreement or your failure to comply with applicable laws, regulations, or safety standards.

29.6 Customer-Initiated Removal, Refund Requests, and Misuse
(a) We are not required to remove or refund the System based on dissatisfaction alone or where the System is operating in accordance with the agreed specifications, design, and regulatory requirements. (b) Where you claim that the System is underperforming or not meeting expectations, you must provide reasonable evidence that it is not operating in line with the specifications, design outputs, or performance estimates outlined in your Quote or System Design. (c) Where a fault or issue arises, and the failure is not major, we reserve the right to offer a repair or replacement in the first instance. (d) If, despite no confirmed major failure, you request the System be removed and we agree, we may deduct from any refund: (i) the full cost of labour, installation, administration, and site-specific works incurred; (ii) the value of any components that are damaged, consumed, or non-reusable (including but not limited to wiring, breakers, clips, conduits, or mounting materials); and (iii) a reasonable amount for overheads and lost labour hours (e) Any refund in these cases will be limited to the fair value of recoverable hardware components (such as solar panels or inverters) in resaleable condition.
29.7 This clause does not limit your rights under Clause 33 – Statutory Consumer Rights.

30. Force Majeure
30.1 If a Force Majeure event occurs that affects our ability to perform any of our obligations under this Agreement, we will notify you as soon as reasonably practicable and keep you informed of any expected delays.

30.2 Our obligations will be suspended for the duration of the Force Majeure event, to the extent they are impacted. We will take reasonable steps to minimise delays and resume performance once the event or its effects have ended.

30.3 To the extent permitted by law, we are not liable for any loss, damage, or delay arising from a Force Majeure event, including delays to delivery, installation, approvals, or commissioning.

31. Complaints and Dispute Resolution
31.1 Our Commitment to Resolution
Prosolar Global is committed to delivering quality service and resolving concerns in a respectful, timely, and fair manner. If you are dissatisfied with any part of your System, installation, or experience with us, we encourage you to contact us directly so we can help.

31.2 How to Lodge a Complaint
You may lodge a formal complaint through any of the following channels: (a) Email: [email protected] (b) Phone: 1300 181 191 (c) Post: 1, Level 8/1341 Dandenong Rd, Chadstone VIC 3148, Australia..
To assist with timely resolution, your complaint should include: (a) Your Prosolar Global Contract ID; (b) Your full name and contact details (c) A clear description of the issue; (d) Any actions you’ve taken to resolve it (e) The outcome or remedy you are seeking

31.3 Our Complaint Handling Process
We follow a structured complaints process in line with: (a) The New Energy Tech Consumer Code (NETCC); (b) The Clean Energy Council Code of Conduct (where applicable); and (c) Australian Standard AS ISO 10002:2018. You can lodge a complaint by emailing: [email protected] with your contract ID and complaint details. We will: (i) Acknowledge your complaint within five (5) business days; (ii) Provide an initial response or request more information within 15 business days; (iii) Aim to propose a resolution within 30 business days; and (iv) Finalise all matters within 45 business days unless an extension is required. You will receive written outcomes and information on further review options if needed. For full details, see: www.pro-solar.com.au/Complaint-handling-procedure.pdf

31.4 If You’re Still Not Satisfied
If we are unable to resolve your complaint to your satisfaction, you may escalate the matter to an external body such as: (a) Clean Energy Council – Phone: 03 9929 4100 (b) Consumer Affairs Victoria – Phone: 1300 558 181 (c) ACCC – Phone: 1300 302 502. If you reside outside Victoria, please refer to the relevant consumer protection agency in your State or Territory: www.consumerlaw.gov.au/contacts

31.5 Good Faith Requirement
Both parties agree to act in good faith and make reasonable efforts to resolve any complaint or dispute before initiating external proceedings.

Section I: Privacy and Data Handling

32. Privacy and Data Handling
32.1 Commitment to Privacy
Prosolar Global is committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

32.2 Collection of Personal Information
We collect personal information from you as reasonably necessary to: (a) deliver and install your System; (b) apply for STCs and other incentives on your behalf; (c) communicate about your Quote, installation, support, and warranties; (d) manage billing, documentation, and regulatory reporting; and (e) provide after-sales service, system monitoring, and technical support.This may include your name, contact details, address, energy usage, property details, and billing or payment information.

32.3 Use and Disclosure of Information
Your information may be shared with: (a) accredited contractors, subcontractors, or employees involved in installation or servicing; (b) government agencies or electricity distributors for incentive applications or grid connection; (c) product suppliers for warranty registration or support; (d) authorised auditors, inspectors, or legal bodies as required by law.
We will not sell or rent your personal information under any circumstances.

32.4 Data Security and Retention
We take reasonable steps to protect your information from unauthorised access, loss, misuse, or alteration. Your data will be stored securely and retained only as long as necessary to meet our legal, warranty, and operational obligations.

32.5 Access, Correction, and Consent
You may request access to your personal information or ask us to correct any inaccuracies by contacting us in writing. You may also withdraw your consent to non-essential data use or raise any privacy concerns at any time. We will respond within a reasonable timeframe.

32.6 Marketing and Communications
By entering into this Agreement, you consent to receiving service-related updates and limited marketing communications. You may opt out at any time via unsubscribe link or by contacting us directly.

32.7 Privacy Policy
For more information, please refer to our full Privacy Policy available at: www.pro-solar.com.au/privacy-policy/

Section J: Final Provisions

33. Statutory Consumer Rights
Nothing in this Agreement excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or other applicable legislation. These statutory rights apply in addition to the warranties and remedies set out in this Agreement and cannot be excluded, limited, or modified by contract.
If the goods or services we provide fail to meet consumer guarantees and the failure constitutes a major failure, you are entitled to a replacement or refund and compensation for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have the goods repaired or replaced within a reasonable time.

34. Governing Law and Jurisdiction
This Agreement is governed by the laws of the State or Territory in which the Installation Address is located. Each party submits to the non-exclusive jurisdiction of the courts in that jurisdiction for any dispute arising in connection with this Agreement.

35. Entire Agreement and Amendments
35.1 This Agreement, together with the Quote, any approved variations, and associated documentation, constitutes the entire agreement between the parties. It supersedes all prior discussions, representations, understandings, or agreements relating to the subject matter.

35.2 Any amendment or variation to this Agreement must be in writing and signed or otherwise agreed to by both parties.

36. Notices and Communication
36.1 Notices or communications under this Agreement must be in writing and may be delivered by hand, post, email, or text message using the contact details provided in the Quote or otherwise notified by either party.

36.2 A notice is deemed received (a) if delivered by hand — at the time of delivery; (b) if sent by post — three (3) Business Days after posting; (c) if sent by email or text — at the time of sending, unless a bounce-back or delivery failure is received.

37. Assignment and Subcontracting
37.1 Our Right to Subcontract or Assign
We may assign, transfer, or subcontract any of our obligations under this Agreement to a suitably qualified and accredited installer, service provider, or contractor without your prior consent.

37.2 Subcontractor Standards and Accountability
Where we subcontract any obligations: (a) we will ensure the subcontractor is appropriately qualified, accredited, and able to perform the work in accordance with this Agreement; (b) we remain responsible for the performance of all obligations under this Agreement, even if they are subcontracted; and (c) we will be liable for the acts and omissions of our subcontractors as if they were our own.

37.3 CEC Accreditation Requirement
Any subcontracting of system design or installation will only be carried out by, or under the direct supervision of, a Clean Energy Council (CEC)-Accredited Installer or Designer, in accordance with industry and legal requirements.

37.4 Your Right to Assign
You may not assign or transfer your rights under this Agreement without our prior written approval, which will not be unreasonably withheld.

38. Severability and Waiver
38.1 If any provision of this Agreement is found to be invalid, void, or unenforceable under applicable law, that provision will be severed, and the remainder of the Agreement will continue in full force and effect.

38.2 A failure or delay by either party to exercise any right or remedy under this Agreement does not constitute a waiver of that right. Any waiver must be in writing and signed by the party granting it.

39. Execution, Counterparts and Acceptance
39.1 This Agreement may be executed in counterparts, including through separate parts or stages (e.g., Quote acceptance, on boarding acceptance, pre-approval acknowledgment, installation date acceptance, installation day consent, etc.), each of which will be deemed an original and together constitute one binding agreement.

39.2 Acceptance may occur by signing a physical or digital document, acknowledging by email or text message, confirming verbally by phone (where recorded), or providing written or verbal consent at the premises.

39.3 Any such acceptance or execution by either party shall be deemed valid and enforceable, provided it can be reasonably verified.