EnviroGroup Universal Terms and Conditions

In agreeing to this quotation, you agree to these terms and conditions, in relation to a grid-connected solar PV and / or battery system installation and other electrical equipment and services such as Heating and Cooling, Heat pump, EV Charger and other equipment.

1. Parties Responsibilities

   It is the Retailer’s (EnviroGroup's) responsibility to arrange the delivery and the installation of the solar system
   installation or other equipment at the property.
   From the start date, the Customer must provide sufficient access to the Property to allow the Retailer to
   perform the solar system or other equipment installation.
   The Customer warrants that they have full authority to permit the installation, and will disclose to EnviroGroup
   any structural, roofing or electrical defects, prior works or known issues of which they are aware.
   EnviroGroup will conduct its own pre-installation assessment of the roof and switchboard and will advise the
   Customer in writing if the site is unsuitable or if remedial work is required before installation can proceed.
   Where structural, roofing or electrical defects, or other site conditions, are discovered during the course of the
   works and could not reasonably have been identified during the pre-installation assessment, EnviroGroup will
   notify the Customer as soon as practicable and works may be paused until the Customer approves the
   additional rectification work and associated cost in writing, with any such work quoted separately and not
   forming part of the original contract price.
   The Customer warrants that regarding Strata title-if the quote is for the installation on a strata title property
   and requires the approval of the Owners Corporation, You, as the Customer will need to obtain that written
   approval and provide it to us before you sign the contract.
   The Customer accepts that it is the Customer’s responsibility to adhere to recommended maintenance
   guidelines for this product, for the life of the product.
   The Customer understands that it is their responsibility to maintain internet connection when required.

2. Reasonable Care

   EnviroGroup will exercise reasonable care in performing the Contract. EnviroGroup is responsible for the
   installation work it performs and for any damage caused by that work. EnviroGroup is not responsible for the
   pre-existing condition of the roof, building fabric or electrical installation, except to the extent that its work
   causes or contributes to a failure of those elements.
   EnviroGroup will ensure that all components supplied conform to the Contract and are installed in accordance
   with the manufacturer’s specifications, applicable Australian Standards and good industry practice.Manufacturer product and performance warranties are set out in the warranty documents attached to your
   quote.
   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. If the failure does not amount to a major failure,
   you are entitled to have the failure rectified in a reasonable time and, if this is not done, to cancel your
   contract and obtain a refund for the unused portion of the contract. The benefits of this warranty are in
   addition to other rights and remedies available to you under the law.
   The Retailer will provide the Customer with a timeframe for supplying and installing the products and systems
   within a 4-6 week timeframe, after Solar Victoria (if applicable). If there are circumstances that are out of our
   control, such as weather, supply issues etc that may cause delay, this will be communicated to the Customer.

3. The Site

   The Retailer requires that the Property is prepared for the installation. For example, location for the inverter or
   other equipment cleared of obstructions and Wi-Fi internet ready and available for use (many solar/battery
   systems are internet dependent). If site conditions are not suitable, causing extension of installation time or
   return visits to site, the Customer will be charged accordingly.
   Before commencing work, EnviroGroup will prepare a Pre-Installation Roof Condition Report recording the
   condition of the roof, including any existing damage or deterioration. EnviroGroup will also record the
   completed condition of all roof penetrations and mounting points on completion
   Terracotta roofing is inherently brittle and can crack under foot traffic despite reasonable care. Where the
   roof is tiled, the Customer must make at least 20 spare matching tiles available on site. EnviroGroup will
   replace tiles broken by its installers using the spare tiles provided. If a Customer proceeds with the solar
   install on a terracotta roof, the Customer understands that EnviroGroup accepts no liability to unrelated tile
   damage or subsequent building damage once risks are presented to the Customer and the Customer agrees
   to proceed with works.

4. System handover and Site Representative

   It is required that the Customer attend the site on the day of installation and / or commissioning so that the
   installer can explain how the system works, learn how to turn the system off and on safely, and sign the
   necessary paperwork.A site representative also needs to be present on the day to confirm location of the equipment and help
   resolve any issues that may arise. You may be charged for an additional site visit if we have to reschedule
   because no-one can assist, or the site is not ready for the installation to occur. You may be charged if you
   make changes on the day.

5. Deposits and Payments

   In the event that an order is cancelled at the Customer’s request, EnviroGroup may withhold $330 of deposit
   for administration costs – see Install day variation and Cancellation costs.If the building at the address where the solar system or other equipment is to be installed is wholly or
   partially destroyed, the Customer may cancel the order with immediate effect.
   The quoted price is valid for 30 days from the date of the quote. Where installation occurs more than 90 days
   after the quote is accepted, or where the market value of STCs falls more than $1 per certificate below the
   value applied in the quote, EnviroGroup may propose a revised price. Any revised price must be notified to
   the Customer in writing and accepted before further work is performed. If the Customer does not accept the
   revised price, the Customer may terminate this Contract and receive a full refund of all amounts paid, less the
   reasonable cost of any work already performed at the Customer's request.
   Please note that the Small-Scale Technology Certificate discount applied to the invoice is dependent on the
   market price at the time of invoicing. If the market value drops more than $1 per STC between the quote date
   and your installation date, the quote/invoice may need to be adjusted accordingly. The value of the STC
   discount is only valid in the calendar year the quote is issued, if applicable.

6. Rebates

   Rebates and other financial incentives (such as Small Technology Certificates, Victorian Energy Efficiency
   Certificates, Solar Victoria rebates and Solar Victoria loans and other financial incentives that may apply)
   where applicable will be deducted from the final purchase price of the equipment and installation. In return
   for the payment to the Customer (deduction on the Invoice), the Customer agrees to sign all relevant
   assignment forms. If the Customer chooses not to assign the rebates to EnviroGroup, the Customer agrees to
   repay the amount of the discount. Failure to do so entitles EnviroGroup to recover the full value of the
   financial incentives from the Customer.New builds/renovations will attract a 30% deposit, 15% representing the “prewire”.

7. Finance

   Where a system has been approved by Brighte for Finance, a deposit will not be mandatory. EnviroGroup
   will notify Brighte to commence the Loan upon installation.In the case of a new build, renovation or a commercial installation, once part of or all of the goods are
   delivered to site and installed, EnviroGroup will notify Brighte to commence the Loan.

   The Loan approval is valid for 180 days. If the system is not installed within that time period, the Loan will
   need to be reviewed by Brighte. EnviroGroup reserves the right to review and adjust the quotation.

8. Install Day variations and Cancellation costs

   In the unlikely event of an installation day variation, EnviroGroup reserves the right to pass on all costs
   associated with the Customer installation. On the day of installation, there may be work identified that was
   unforeseen and is not covered in the quote. Additional charges will apply (e.g. fees for meter
   exchange/reconfiguration, repairs to existing faults and changing dedicated off-peak control devices if
   required).If a Customer cancels prior to the installation being scheduled and EnviroGroup has incurred a pre-
   installation technical inspection cost as agreed by the Customer, EnviroGroup reserves the right to pass on
   these costs associated to the Customer.

   If a Customer cancels once an installation is scheduled, EnviroGroup may recover its reasonable costs
   actually incurred to that date. This includes but is not limited to; pre-installation technical inspections,
   handrail establishment fees, contractor call out fees, restocking fees.

9. Care of Employees

   EnviroGroup may suspend or terminate the Contract where its staff, contractors or agents are subjected to
   abusive, threatening or unreasonable behaviour. Where EnviroGroup terminates on this basis, it will refund
   all amounts paid by the Customer less the reasonable cost of work already performed and materials already
   supplied.

10. Full payment upon first day of installation / stock delivery

    Full payment of the balance is due upon the first day of installation and / or delivery of the panels, inverters,
    batteries or equipment. ‘Pre-wires’ (if relevant for renovations, new builds etc.) are invoiced at 15% of total
    quote amount and due on the day. If panels are installed with the ‘Pre-wire’, full payment for panels and
    related labour, is due on the date of install. Ownership and legal title of the system components remains with
    EnviroGroup until full payment is made.

11. Grid Connection – (For Solar) for products or systems to be connected to the grid (Energy Network)
    

    Once payment has been received the Customer paperwork will then be prepared on behalf of the Customer
    and dispatched to the relevant power companies (electricity retailer and distributor) as a complimentary
    service. However, it is the Customer’s responsibility to follow up grid connection once all documentations
    have been submitted.
    Where your products or systems are to be connected to the Energy network, be mindful that your energy
    supply contract may change and it is your responsibility to contact your Energy supplier to find out about this
    and whether there are any restrictions to your ability to interact with the Energy Network

12. Monitoring – Solar PV

    EnviroGroup will set up basic monitoring on site (for solar PV and Battery systems) if this is specifically
    included in the agreement. Standard monitoring set up is the inverter/battery manufacturer application with
    Wi-Fi signal, provided by the customer, if applicable. A suitable Wi-Fi network must be provided by the
    customer for solar PV and Battery systems which include monitoring. Should a suitable Wi-Fi network not be
    available additional charges may be required to configure the monitoring, such as LAN/Ethernet cable, or the
    client will need to provide a booster for the Wi-Fi signal. An additional call out fee may be charged if a
    separate visit is needed as a result.

13. Solar pre-applications

    Some electricity networks require applications prior to installation.Applications require i) an NMI number and ii) meter number. Not providing these details may result in a delay
    to installation. Installations cannot be booked, and solar components cannot be ordered prior to a successful
    application.

14. Unforeseen circumstances 

    Occasionally, unforeseen matters and other issues are identified upon commencement of works at the site,
    that were not apparent at the time of initial assessment and make the job unsafe or difficult to complete.
    These variations to the quote may include: difficult cable runs, switchboard noncompliance to AS3000, lack of
    switch board space, meter consolidations, unsuitable roof structure, accessibility problems and the presence
    of asbestos.From time to time, regulations or the changed requirements by ESV or CEC or Electricity Distributor or
    Regulator may require alterations to the quote. Variations on price will be assessed on site and presented to
    the Customer prior to further work.

    EnviroGroup reserves the right to cancel a job if the Customer does not agree to variations relating to
    risks/faults/issues that were not apparent at the time of initial assessment and make the job unsafe or
    difficult to complete.
    EnviroGroup reserves the right to cancel the job where our staff or representative are exposed to angry,
    aggressive or unreasonable behaviour by the customer or an associated party.

15. Warranty

    All equipment used in the installation is covered by the relevant Manufacturer’s Warranty and the
    Manufacturer’s Conditions and Exclusions will apply. Please refer to the Warranty documents as attached
    to your quote. Equipment used in the installation may include and is not limited to Heating and Cooling,
    Heat pump, EV Charger and other equipment.
    EnviroGroup guarantee our workmanship and the workmanship of our subcontractors in installing the system.
    This covers the quality of our labour when installing the equipment.
    We offer a 10-year workmanship warranty on solar and battery systems, a 5-year warranty on hot water
    systems, and a 1-year warranty on all other items, including roof weatherproofing at penetrations and
    mounting points installed by EnviroGroup.The PV workmanship (10 yrs.) or operation and performance (10 yrs.) warranties do not include non-essential
    servicing, panel cleaning or external impacts such as damage, unauthorised alterations, or changes to
    installation & environmental conditions.
    Our guarantee does not cover a defect or loss that has been contributed to by:
     Improper use of the system or equipment;
     Failure to comply with manufacturer’s instructions;
     Work on the system (including modifying, moving or relocating any part of the system, even if
    temporary) performed by someone other than us or our installer;
     Any act, omission, misuse, abuse, or damage (whether wilful, accidental or negligent) caused by
    the customer or a third party;
     Weather events exceeding the conditions for which the system was designed and specified for the
    installation location, including lightning strike and flood.
     Damage caused by pests, land or building movement, or electrical surges originating outside the
    installation.
     General wear and tear;
     Failure to maintain roof and gutters in a serviceable condition
     Events caused by the electrical distributor and other grid/retailer related issues;
    Faults not attributable to EnviroGroup's workmanship or a manufacturer's warranty, are chargeable at our
    standard service rates.
    This warranty does not include site internet or Wi-Fi connection to devices or software (A servicing fee will
    apply for fixing internet connectivity issues including faulty modem, connections or reset passwords etc).

16. Claims Process

    In the event of genuine installation failure or component failure, EnviroGroup will attend to the service as soon
    as practicable. EnviroGroup and the Customer are subject to product supplier exclusions.The Customer should notify EnviroGroup as soon as reasonably practicable after becoming aware of a fault or
    defect, and before arranging any repair by another party. Prompt notification allows EnviroGroup to inspect
    the system and determine the cause. Delay in notification may make it difficult or impossible to establish the
    cause of a fault. The email address is service@envirogroup.com.au
    You will need to provide:
     Your Name, Address, Phone Number and Email address.
     Provide your proof of purchase,
     Provide a description of the workmanship defect, and
     Provide supporting evidence, (e.g. photos).
    Our representative will attend site, assess the issue and rectify the problem if it was caused by EnviroGroup.

17. False troubleshooting/fault-finding 

    Our Warranty is valid where an authorised EnviroGroup representative performs troubleshooting/fault finding.
    EnviroGroup cannot accept responsibility if another party assesses, works on or rectifies issues without
    EnviroGroup having the opportunity to assess the problem first. EnviroGroup will not be responsible the costs
    by the property owner of any other party where we have not had the opportunity to assess and rectify the
    issue.
    If we attend site and the reported fault was not caused by poor workmanship by EnviroGroup, then a service
    fee will be charged based on our standard service rates.
    We do not provide after-hours emergency hours service capability.

18. Customer Service

    We will have fair terms and maintain high standards of communication and support. We will ensure that we
    respond courteously and act promptly to any contact or reasonable requests from the Customer.

19. Complaints

    If you are dissatisfied with any aspect of our service, our products, our sales process or our complaint handling,
    you may make a complaint to us by email to help@envirogroup.com.au, by telephone on 1300 430 430, or in
    writing to 4 Dairy Drive, Coburg North, VIC, 3058. We will acknowledge your complaint as soon as possible
    and tell you when we expect to respond. We will record your complaint and begin investigating promptly. We
    aim to respond within 15 business days; if we cannot, we will tell you before that time has passed and give you
    an update on progress. We will provide a final response within 25 business days unless we agree a longer
    period with you. If you are not satisfied with our final response, you may escalate the matter to: [external
    dispute resolution scheme, if a member]; Consumer Affairs Victoria (consumer.vic.gov.au, 1300 55 81 81); the
    NETCC Administrator (newenergytech.org.au); or the Australian Competition and Consumer Commission.Note that these terms and conditions apply to typical grid connected solar PV and / or grid connected battery
    systems.

    Additional terms and conditions apply if installing off-grid solar power battery systems and new builds.

20. Your rights under the NETCC Code of Conduct (Solar and Battery installs only).

    EnviroGroup is a signatory to the New Energy Tech Consumer Code (NETCC) as governed by a NETCC Council
    of peak industry and consumer bodies and will be administered by the Clean Energy Council (CEC). We are
    bound by this code.
    Your rights to full refund under the code are as follows with regards the installation of solar PV and battery
    systems:45.c. within 10 business days of receiving our site specific installation design plan and performance estimate
    you notify us that you do not accept these
    46.a. we propose to significantly change the New Energy Tech installation design from that previously
    provided to you and you are not willing to accept the change or
    46.b. site conditions and circumstances beyond our control result in extra chargeable work not within the
    contract price and we are not willing to bear those additional costs
    47. You are also entitled to terminate your contract for the supply of New Energy Tech and we will provide
    you with a full refund, if we fail to meet the timeframe specified in your contract for delivery and installation.
    This does not apply, however, if the delay was because of circumstances that were identified in your contract
    as outside the Retailers control
    49. We will terminate your contract and remove New Energy Tech that we supplied to you and return the site
    to its former state, If:
    a. you have a strata title property
    b. you were required by law to obtain the Owners Corporation written consent before installing our New
    Energy Tech
    c. you entered into a contract with us to supply the New Energy Tech before obtaining the written consent
    and
    d. the Owners Corporation subsequently refuses to give that consent
    We will provide a full refund and conduct the removal and restoration at our cost, unless
    e. We advised you of the need for written consent under paragraph 9.n and
    f. we have proceeded with the installation on your incorrect advice that yours is not a strata title