Warranty

Terms

• These procedures set out the requirements, procedures and processes that apply to our warranties.
• These procedures should be read in conjunction with the Terms and Conditions.
• The warranty period begins from the date of completion of the installation or the date of the invoice
  (which ever is later), as per the documentation provided to you at installation

System Warranty

The Goods supplied by Billabong Solar are warranted to be free from defects in materials and workmanship for a
period of 5 years. This covers:

1. Components (such as inverters, panels andbatteries).
2. Materials (such as mounting systems, wiring, conduits, switches andfuses).
3. Installation.
4. Any otherservices performed by us underthe agreement.

Solar Panel Warranty

The panels are warranted for the following period(s);

1. 10 to 15 years – (dependent upon manufacturer warranty) the panels shall be free from any defect in materials and workmanship – this excludesimpact damage. See clause 3.
2. 25 years’ linear efficiency (will not drop below 80% of what is listed on the information on the back of the panel) performance warranty (please note this may change dependent upon your choice of panel).

Inverter Warranty

The inverters are warranted for the following period(s); 5 – 12 Years (depending upon the brand)

Performance Warranty

5 Years (Refer our Performance guarantee document for moredetails)

Workmanship Warranty

5 Years (Refer our Workmanship Warranty document for more details)

All other products and services

5 Years.

Other Warranty – 5 Years including operation and performance of the whole PV system

• The individual manufacturer’s warranty may sometimes be longerthan the system warranty.
• Your warranty comprises ofall consumer guarantees under Australian Consumer Law.
• Our (Billabong Solar) warranty may have an extended period. If so, the paperwork will be required when you wish to lodge a warranty claim with us if it is outside the manufacturer period. Please keep all documentation. We will attend and, if required, repair or replace at our (Billabong Solar) cost.
• Warranty periods may vary depending on component manufacturer or if we (Billabong Solar) have offered an extended warranty past the manufacturer’s warranty period; if we (Billabong Solar) have offered an extended warranty, any warranty claims will be covered by us(Billabong Solar).
• Any monitoring components, batteries or anything else not listed but are a part of the system will have their own warranty after first 5 years – please refer to their warranty documentation. We can provide this at your request.
• Warranty periods may vary depending on component manufacturer or if we (Billabong Solar) have offered an extended warranty past the manufacturer’s warranty period; Furthermore, if we (Billabong Solar) have offered an extended warranty, any warranty claims will be covered by us(Billabong Solar).

Billabong Solar Warranty is transferrable to a successor purchaser of the premises who becomes the registered owner
of the Premises for the duration referred to in the Terms and Conditions.

Maintaining the Goods

If you do not take reasonable steps to maintain your goods, it may not perform properly and may affect the warranty.
Reasonable steps to maintain the goods are required in order for any warranty based work to be carried out. If there is a fault with the Goods you must notify us (Billabong Solar) in a timely manner of any fault (within a month of knowing of the fault).

Two yearly servicing –Recommended
Billabong Solar recommends that the Goods be serviced at least every 2 years as per the CEC guidelines which can be found at https://www.solaraccreditation.com.au/consumers/after-installing-solar-PV.html. Occasionally, we may recommend you do so more frequently, depending on your location and other mitigating factors ( located near a beach,
residing on a dirt road etc.)

You may engage your own installer to perform the maintenance, however, the works must be done;

• In accordance with the manufacturer’s specifications (as set out in the relevant manufacturer warranty document).
• Using appropriate parts and consumables.
• By a CEC accredited installer. You can find an accredited installer in your area at https://www.solaraccreditation.com.au/consumers/find-an-installer.html and selecting “Location”.

Billabong Solar can also perform these services for you. This can be arranged by contacting our customer care.

We will keep a record on your customer file of all services that we perform for you. If we do perform these services,
they will be regarded as Other Services and subject to our Terms and Conditions.

Service Records
You should maintain written records of your services (including invoices) (maintenance records located
in your User Manual) which state:

• When the Goods were serviced.
• The name of the servicing business and technician and confirmation whether
  they are CEC accredited (include CEC Accreditation Number).
• A detailed report including photos.
• Copy of your invoice.

If you have any questions about the goods, or care or maintenance of the goods, please contact us.

Exclusions

This warranty does not cover:

• Any components, materials or workmanship or services of any description provided by or for you by anyone otherthan by us or persons acting on our behalf.
• Works or services required or necessary to make the Premises suitable for the performance of the Installation, including, without limit, works or services involving the replacement and repair of existing plumbing fittings, flue, piping, floor coverings, wiring, roofing or tiling, or, the upgrade of
  any structuralsupport atthe premises(such as additionalsupporting beams).
• Loss or damage arising from any event post Installation such as weather conditions, any animals, pests, vermin or similarevents.
• Loss or damage arising from abuse, misuse,theft, vandalism or a Force Majeure Event.
• Consequential losses or loss of profit due to a government act, fire, explosion, accident, discovery of hazardous material, civil commotion orindustrial dispute.
• We will not be liable for issues caused by network problems such as voltage rise or power surges or anything else outside ofour control.
• Lack of maintenance. Once installed it is the customer’s responsibility to ensure the system is maintained on a regular basis. More information can be found here: https://www.solaraccreditation.com.au/consumers/after-installing-solar-PV.html
• Our Goods are supplied with a manufacturer warranty. In some cases, this may be for a time period thatislongerthan the PV systemwarranty.

The manufacturer’s warranty document can be provided to you, upon request.

We take responsibility of the products used in the overallsystem for 5 years. Guarantee/Warranty is the responsibility of the manufacturer after the 5 years guarantee period provided by Billabong Solar.

To the extent necessary, we will take all steps to ensure that any of our rights under a Manufacturer Warranty are transferred to you. However, we make no representation, guarantee or statement that a manufacturer warranty will be transferrable by you to another party (including a prospective purchaser
of the Premises) after 5 years of our guarantee period mentioned in the terms and conditions. Any rights that you may have in this regard are governed by the terms of the manufacturer warranty.

Any warranty claim in connection with a manufacturer warranty must be made in accordance with the requirements and procedures contained in the applicable manufacturer warranty. If applicable to you, we will advise you of these requirements and procedures when you make a warranty claim under the warranty procedures.

Making Claims under Warranty

Contact Details
To make a warranty claim, you can contact Billabong Solar with details of the defect or damage by post, telephone or email. Please include a photo of the defect or damage including serial numbers (if applicable). If panel(s) are affected then we require a photo of the full panel, not just the damaged part.
Please also ensure there is a photo of the information on the back of the unit.
Our contact details are as follows:
Address: Billabong Solar Pty Ltd 31 Francis St, Melton South VIC 3338
Telephone: 0451 412 584
Email: support@billabongsolar.com.au

PERFORMANCE WARRANTY

We want every Billabong Solar customer to have only the best possible savings outcome; and that is why we offer only the best quality systems that last longer, perform better and save you more money in the long run.

We are so confident in the quality and performance of the systems we install that if an eligible system does not deliver the savings outcome we promise, we will compensate you. That is the Billabong Solar Warranty.

How does the Billabong Solar Performance Warranty work ?

1. When you purchase a system, we include an estimate of how much energy your system will produce in the system documentation provided to you at installation.
2. If your system PV installation is not performing to the level we promised, then we will compensate you at a rate in accordance with the terms of the Billabong Solar Performance Warranty (See below).

YOUR SOLAR SYSTEM’S ESTIMATED OUTPUT

At the time your solar PV system is installed you will be supplied with the “Welcome to Billabong Solar” document. This document sets out your solar PV system’s site-specific estimated yield for the first year after installation.(Estimated Yield). The Estimated Yield relates to the first year’s performance of the solar system and is based on a 15 year set of irradiation and temperature data. However, yearly weather patterns will vary. The Estimated Yield will consequently be affected. by A number of other factors, like weather, shading, maintenance condition etc. is also expected to have an effect on the Estimated Yield..

We Warranty that the system will meet or exceed the performance output power that we have specified, within a 10% tolerance level.

If a System Issue is causing a failure to meet the performance Warranty, we will compensate you for the loss of performance/income up to 5 years of the system life.

• the Estimated Yield in the first year after installation; and
• 90% of the Estimated Yield in the second, third, fourth and fifth years after installation, subject to the factors described in the “Welcome to Billabong Solar” document (Performance Warranty).

MAKING A CLAIM

If your system does not meet the Performance Warranty for a particular year after installation, you may be entitled to make a claim for compensation 366 days after the system installation was completed in full.

In order to make a claim for compensation you must send a letter or email us, using the contact details set out below. In your notice you must provide:

• details to support your claim that the Performance Warranty is not being met – we recommend you provide data from your inverter or online portal showing the energy production of your system. This data should be collected over a reasonable a period of 1 year to enable us to eliminate factors such as seasonal variations.
• details of the compensation to which you believe you are entitled;
• a copy of your invoice, receipt or any other document which provides proof of purchase of the solar system from us; and details of how we should contact you.

We will contact you within a reasonable time after receipt of your claim to discuss the performance of your solar system with you.

In the event of system performance losses, we will ascertain the nature of the issue. Where the issue is deemed to be a System Issue, the issue will be resolved with one of three methods depending on what we think will provide you with the best result.

Remedy One: Remove and replace any/all underperforming products
Remedy Two: We will increase the system size to bring the energy output up to the original estimate.
Remedy Three: We will compensate you for the energy savings that would be made for the first 5 years.

YOUR RESPONSIBILITIES

When your system is installed, you will be provided with documents which explain a recommended maintenance routine for your solar system and advice on how to monitor its performance. Refer below link for maintenance plan.

https://www.solaraccreditation.com.au/consumers/after-installing-solar-PV.html

In determining whether any compensation is payable to you we may take into account how much time has passed between:

• when it would have been reasonable for you to have become aware of a fault or problem with your system (for example, by monitoring your system’s performance in accordance with the documents provided to you at the time of
  installation, by checking your bill each billing cycle or by checking available online electricity data); and
• when you actually contact us to report that fault or problem.
• Issues that are deemed ‘System Issues’, are issues within our control, such as the design, construction or product performance that cause the system to underperform. On this basis we provide the System Performance Warranty.
• In the special case of export controlled systems the performance of the system will be largely based on the consumption of the customer. If the customer goes on vacation or usage pattern changes or not using enough power
  during the day system performance will go down. It is the responsibility of the customer to make sure that the power is consumed directly from Solar PV System. We are have limited liability if the performance of the system doesn’t match
  our site specific performance estimate in this scenario.

WHEN YOU ARE NOT ENTITLED TO A REMEDY

You are not entitled to a remedy when your solar system does not meet the Performance Warranty: when:

• you or someone else (excluding Billabong Solar’ contractors, agents or employees) did that modified the installation in any capacity, or an event or occurrence beyond human control that happened after the system was installed at your premises. Examples may include where: an unskilled, unqualified or inexperienced person removed, reinstalled, repaired or modified the system;
• you failed to carry out reasonable maintenance on the solar system or its surrounds in accordance with the documents provided to you at the time your system was installed; or
• actual weather values deviate from the site irradiation and temperature mean values used in calculating the Performance Warranty outputs.
• Non System issues occur. ‘Non System Issues’ are matters that are deemed out of our control, and therefore remove our liability for lack of performance. These issues can be things such as, but not limited to; unusual weather
  conditions over the given year, service work performed by others that affect the system performance, grid voltage issues, foliage that has grown to create shade over the solar array or site electrical issues, etc.
• You failing to notify us on the breakdown of the PV system.
• Your failure to keep the panels clean.
• Your failure to keep the system connected to Internet.

JURISDICTION

This Performance Warranty is to be construed in accordance with the laws of Victoria and any disputes will be determined by the exclusive jurisdiction of the courts of Victoria.

CONSUMER WARRANTYS

In addition to this Performance Warranty, our goods and services come with further Warrantys that cannot be excluded under the Australian Consumer Law.
Please note that in addition to the rights and remedies set out in this document, you may also have other rights and remedies available to you under the law.

CONTACT DETAILS

Our contact details are as follows:
Address: Billabong Solar Pty Ltd – 31 Francis St, Melton South VIC 3338.
Telephone: 0451 412 584
Email:support@billabongsolar.com.au
A call out fee is payable if the claim is found to not be warrantable.

5 YEARS Workmanship WARRANTY FOR SOLAR PV SYSTEMS

At Billabong Solar we offer a 5 year warranty on the installation services relating to our solar systems.

This means that if a solar system installed by us fails or breaks within 5 years due to defective performance of our installation, we will fix it or replace it.

This also covers the damage caused on the roof due to negligence of the installation done by our installers.

In addition to the warranty, our installers have public liability insurance of upto 10 million dollars.

Effectiveness

This warranty only comes into effect once we have received all amounts owing from you in relation to the work carried out and title to the solar system has been passed on to you.
This warranty will no longer be valid if:

• anyone other than Billabong Solar authorized personnel works on (including repairing or altering) the solar system at any time; or
• you fail to comply with all reasonable instructions of Billabong Solar (whether written or verbal) in relation to the operation and care of the solar system.

Limitations and Exclusions of the workmanship warranty:

This warranty does not cover:

• • your existing electrical installation, wiring or fuse box;
  • normal fair wear and tear;
  • any malicious damage or abuse;
  • damage caused by vermin, animals or pests;
  • corrosion, oxidization, discoloration by mold, or the like;
  • damage caused by ‘acts of God’, improper voltage or power surges, accidents or other acts beyond our reasonable control;
  • any damage to your property caused by the solar system failing or breaking;
  • any alterations to your property which are a necessary consequence of the provision of the installation services; or
  • any damage of any kind that was not reasonably foreseeable or that could not have been expected to result from:

a) a failure to provide the installation services as required by your agreement with us; and/or
b) the installation services failing to meet any consumer guarantee set out in the Australian Consumer Law.

Australian Consumer Law Guarantees and Remedies

Our installation services come with guarantees that cannot be excluded under the Australian Consumer Law.

In the case of a problem with any installation services which is not defined as a ‘major failure’ under the Australian Consumer Law and which is capable of being remedied, you must provide us with an opportunity to remedy the problem free of charge within a reasonable time.

In the case of a problem with any installation services which is defined as a ‘major failure’ under the Australian Consumer Law or which is not capable of being remedied, you are entitled to:

• • • cancel your agreement with us and get a refund; or
    • get compensation for the difference in value of the installation services delivered and what was paid for by you.

You are also entitled to compensation for any reasonably foreseeable loss or damage resulting from:

• • • our failure to provide the installation services as required by your agreement with us; and/or
    • the installation services failing to meet any consumer guarantee under the Australian Consumer Law.

We will not be liable to you for any personal injury or any loss or damage of any kind that was not reasonably foreseeable or that could not have been expected to result from the circumstances set out above.