What you agree to when you go ahead.

1. About these terms

These terms are between you and Eucalypt Solar Pty Ltd (ABN 97 686 829 274), trading as Eucalypt Solar ("we", "us"). They apply to every solar, battery and related system we supply and install for you.

Your agreement with us is your proposal (the system, the price and the extras it lists) together with these terms. When you accept your proposal online or in writing, you agree to both. If your proposal and these terms ever disagree, your proposal wins.

These terms are written in plain English on purpose. Nothing in them takes away your rights under the Australian Consumer Law.

2. Your price

Your price is worked out online from aerial imagery, the answers you give us and our own costs. There is no site visit before you accept. The price includes GST and covers the gear, the installation, the paperwork and everything listed as included on your proposal.

The price on your proposal holds until the date shown on it. After that date we may need to give you a new price before we go ahead.

A few things can't be seen from above. If one of these turns up on install day, it is added as shown here and on your proposal:

• No room in your switchboard for the new breakers: Switchboard extension, priced for you first and only done with your yes.
• The battery has to go more than 10 m from the switchboard: Extra cable run, priced for you first and only done with your yes.
• The battery goes on a weatherboard or timber wall: Fireproof cement sheet behind it, $165 a sheet.
• A car parks in front of the battery: Bollard, $165 each.
• A smoke alarm is needed near the battery: Smoke alarm fitted, $220 each.
• A circuit with no safety switch: RCBO fitted, $120 each.
• Reconnecting your existing solar: Worked out on the day by the electrician.

Nothing else is added without your agreement. If install day finds something that is not on that list, we stop, tell you what it is and what it costs, and only go on if you say yes. You may say no.

3. Rebates, certificates and loans

Rebates are shown on your proposal as separate lines, never hidden in the price. They depend on eligibility rules set by the government, which change over time.

Small scale technology certificates (STCs) and battery certificates under the Cheaper Home Batteries Program are taken off your price. By accepting, you assign to us the right to create those certificates for your system, and you agree to sign the forms we need to claim them.

If you choose a Solar Victoria rebate or interest free loan, we take it off what you pay us or arrange it as your proposal shows. You must meet Solar Victoria's eligibility rules. A Solar Victoria loan is money lent to you, repaid to Solar Victoria on their terms, and never a discount on the price.

If a rebate or certificate is refused because information you gave us was wrong, or because you no longer meet the rules, that amount is added back to your price and is payable by you. If it is refused because of something we did, we carry it.

4. Paying for your system

When you accept, we send you an invoice for a deposit of 10% of your price. We book your install once the deposit is paid.

The balance, including any set price extras that turned up, is due on install day, when your system is switched on.

The gear stays ours until you have paid in full. Until then we may hold back the compliance paperwork that lets your system export to the grid.

5. Changing your mind

You can cancel for any reason within 10 business days of accepting. Ring us on 0468 179 539 or email gday@eucalypt.solar, and we refund everything you have paid within 10 business days.

After those 10 business days you can still cancel at any time before install. We keep only what we have already spent or committed for your job, such as gear ordered for you that the supplier won't take back and fees already paid for approvals, and we refund the rest. We show you what we kept and why.

If you want to change your design before install, open your design, make the change and send yourself a new proposal. The newest proposal you accept is the one we install.

6. Before install day

We apply to your electricity network for approval to connect your system. The network decides how much your system may export, and may set a limit. We tell you if a limit applies before install.

We book your install date with you. We will tell you as soon as we can if a date has to move, for example because of weather, a delay from the network or a supplier, or a safety reason. We are not responsible for delays outside our control, but we will always work with you on a new date.

Please make sure the information you give us is accurate, including the photo of your switchboard if you send one, and tell us about anything you know about your roof, wiring or meter that a photo wouldn't show.

7. Install day

Please give our installers safe access to the roof, the switchboard, the meter and the place the inverter and battery go, and keep pets and children clear of the work. The power will be off for part of the day.

Your system is installed by licensed electricians and CEC accredited installers working for us, under our Registered Electrical Contractor licence (REC 22757). They may be our employees or contractors. We are responsible for their work either way.

We plan your layout with design software on the latest aerial photo. The installer sets the final position on the roof, because the pitch, obstructions, screw lines and the distance needed from the edge of the building only show up there. If that means a big change to your design, we talk it through with you before the work goes ahead.

We take care with your roof and your home. If we damage something, we put it right.

If the installer finds that the site is unsafe or unsuitable to install on, we may decline to go ahead, and we talk you through what it would take to make it ready.

8. After install

An independent licensed electrical inspector checks your system, and you receive the electrical safety certificate.

We connect your system to monitoring on install day and fault alerts come to us. We lodge the paperwork with your network and the certificate claims. Your electricity retailer may need to change your meter or your plan before you are paid for exports, and we tell you who to contact.

9. Warranties

Panels, inverters and batteries carry their manufacturers' warranties, which your proposal lists. We deal with the manufacturer on any claim and fit the replacement for you.

Our workmanship is warranted for 10 years from install day. If something we installed fails because of how we installed it, we fix it at no cost to you.

A fault covered by a manufacturer's warranty or our workmanship warranty is diagnosed and fixed by our licensed electricians at no cost to you. A fault outside warranty, such as storm, flood, fire, pest or animal damage, damage from other people's work, or the system being moved or altered by someone else, is quoted before any work.

If you choose a Premium system and it stops producing power because of a fault covered by warranty, we pay you for the electricity it would have made from the day the fault alert reaches us until it is fixed, worked out from your monitoring.

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 with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

10. How your system performs

Production figures on your proposal are estimates from the roof, the weather records and the gear. Real output changes with the weather, shading, dirt on the panels, network limits and how you use power, so they are not a guarantee.

A battery keeps your home running in a blackout only if your proposal includes backup, and only for the circuits it lists.

11. Your information

We use your details to design, price, install and look after your system, and to claim your rebates and certificates. We share them only with the people who need them for that, such as the network, Solar Victoria, the Clean Energy Regulator and the manufacturers. Our privacy policy at eucalypt.solar/privacy has the detail.

Your monitoring data is used to look after your system and spot faults.

12. If something isn't right

Tell us first, on 0468 179 539 or at gday@eucalypt.solar. We will reply within two business days and try to fix it quickly. If we can't sort it out together, you can contact Consumer Affairs Victoria.

13. The law that applies

These terms are governed by the laws of Victoria, Australia. If any part of them can't be enforced, the rest still applies.

We may update these terms from time to time. The terms that apply to you are the ones in place on the day you accept your proposal.