Terms and Conditions

Ecoefficient Solutions NZ Limited

Ecoefficient Solutions NZ Limited – Customer Terms & Conditions
Last updated: June 2025

1. Definitions
In these Terms and Conditions:
1.1 Ecoefficient Solutions NZ Limited, also referred to as “us”, “our” or “we”, means Ecoefficient Solutions NZ Limited
and includes its successors, assigns, and nominees.
1.2 Installation Work refers to all work required for us to install the System at the Premises in accordance with these
Terms and the Order.
1.3 Latent Condition means any condition or issue at the Premises that is not reasonably apparent through external
visual inspection, which would either prevent the safe and effective delivery of the Installation Work or cause
Ecoefficient to incur significant additional cost.
1.4 Order refers to the Quote signed by you (electronically or otherwise) and constitutes your offer to purchase the
System and Installation Work. This may also include verbal acceptance as confirmed on behalf of Ecoefficient.
1.5 Owner, “you”, or “customer” refers to the person named as the owner of the Premises in the Order.
1.6 Premises means the property at which the System is to be installed, as outlined in the Order.
1.7 Quote or Order means the document we issue that outlines our estimated pricing and scope for supplying and
installing the System.
1.8 System means the equipment, components, or goods that we install under these Terms, as described in the Order.
1.9 Warranty means the warranty documentation we provide to you by email, which outlines coverage for the
System.

2. Binding Terms and Conditions
2.1 The only terms that apply to the supply of the System and Installation Work by us are those set out in these
Terms, the Order, and the Warranty (as may be amended or supplemented in writing by us), together with any terms
required by law that cannot be excluded.
2.2 By accepting your Quote electronically—either by clicking an acceptance button, submitting a digital form,
confirming via email, or through verbal approval recorded by our team—you agree to be bound by these Terms and
Conditions. This digital acceptance is as legally binding as a signed hard copy.
These Terms may be terminated in limited circumstances as outlined in relevant sections, including in the event of
safety concerns, latent conditions, legislative changes, insolvency, or mutual agreement.

3. Quote
3.1 We reserve the right to amend or withdraw a Quote at any time during the Quote Validity Period if there is a
change in legislation that affects the commercial viability of the quoted pricing or if we become aware of a Latent
Condition that materially impacts the scope or cost of the Installation Work.

4. Order
4.1 You place an Order by electronically accepting or signing the Quote or Order Form. This acceptance may also be
completed by us on your behalf, based on your verbal or written confirmation.
4.2 We may accept or reject any Order at our sole discretion. Even after acceptance, we reserve the right to cancel
the Order if we discover a Latent Condition or have reasonable concerns about continuing with the Installation.
4.3 If your accepted Order is subject to a condition precedent, you must ensure these are completed promptly. If a
delay in fulfilling these conditions significantly impacts our ability to carry out the Installation or supply the System,
we may cancel your Order and issue a revised Quote that reflects any increased costs incurred.
4.4 Quotes are valid for 30 days from the date of issue unless otherwise stated. After this period, pricing, availability,
or other details may be subject to change. A new Quote may be issued upon request if your original has expired.
4.5 We may also cancel the Order at any time if we determine that the Premises are unsuitable, if the Installation
Works fall below our safety or performance standards, or if sourcing a required component becomes commercially
unviable.

5. Price
5.1 Unless otherwise agreed in writing, the total price you are required to pay for the System and Installation Work is
the amount stated in the Order (the Price).
5.2 After an Order has been placed and accepted by us, we may adjust the Price in the following situations, to the
extent permitted by law, if there is a change in legislation that affects the commercial viability of the Price; or if we
become aware of a Latent Condition. In either case, you will have the option to cancel the Order if you do not agree
to the revised Price.

6. Payment
6.1 A 10% deposit is required upon confirmation of your Order. A further 60% is due 2–4 weeks before installation.
The final 30% is payable upon completion of the electrical inspection, via internet banking. If you are using a finance
provider, payment will follow their terms and conditions.
6.2 Payment is required on the scheduled dates, which may occur before your import/export meter is installed. Time
for payment is essential under these Terms, and you are not entitled to withhold, deduct, or offset any amount owed
to us for any reason.
6.3 If you fail to pay on time, you will be liable for all costs and expenses we incur in recovering the unpaid amount,
including legal fees. Interest will also apply at a rate of 5% per month on the overdue balance.
6.4 If full payment has not been received within 14 days of installation, we reserve the right to return to your
premises and remove any or all installed components.
6.5 You are not entitled to withhold payment after installation is complete. This includes issues related to Monitoring
devices not reporting as expected (which can occur due to WiFi or signal limitations outside our control) or the
inability to resolve voltage issues in your local area (further addressed in these Terms).
We will make reasonable efforts to get monitoring devices reporting correctly, but in some cases, reliable monitoring
may not be achievable.
6.6 If you cancel your Order within 14 days of paying your deposit and we accept this cancellation (see clause 17.2),
we will refund your deposit, less any costs we have already incurred on your behalf.
6.7 If you cancel your Order outside the 14-day period, we reserve the right to retain your full deposit.
6.8 For supply-only orders (where you are installing the system yourself), 100% of the quoted amount must be paid at
least two weeks prior to dispatch from the warehouse or depot.
6.9 If you cancel the installation on the day it is scheduled to occur, Ecoefficient reserves the right to charge 10% of
the installation costs to cover time and resources incurred.
If the Order is cancelled for any reason after the 14-day window (including mutual agreement or regulatory changes),
we reserve the right to retain your deposit to cover reasonable costs already incurred.
6.10 If the System has already been installed and the agreement is terminated (for any reason), full payment remains
due. There is a strict no-returns policy. Faulty products are covered under manufacturer or installer warranties.

7. Time for Inspection and Installation
7.1 Either we or the installer will contact you to schedule a suitable time for a pre-installation site inspection (if
deemed necessary) and/or to arrange the installation of the System at your Premises (the Installation Date).
7.2 The Installation Date is an estimate only. We will use our best efforts to deliver the System and complete the
Installation Work by this date, but delays may occur due to factors such as weather, high workloads, or supply chain
issues.
7.3 Some elements of the Installation Work may take place before or after the Installation Date (such as pre-wiring or
final commissioning). To the maximum extent permitted by law, we are not liable for any delays in delivery or
installation of any part of the System. You acknowledge that we will not reimburse you for any perceived or actual
loss of savings, generation, or performance due to these delays.
7.4 You or your nominated representative must be present at the Premises during both the scheduled pre-installation
inspection and the installation itself. If no one is present, we reserve the right to charge a $300 call-out fee plus travel
costs. If components are installed in locations, you later find unsuitable due to your absence, you are responsible for
the cost of relocating them.

8. Access to Premises for Delivery and Installation
8.1 You must provide us (and any required vehicles, equipment, or personnel) with safe, convenient, and
uninterrupted access to all necessary areas of the Premises. This includes, but is not limited to, the meter box,
switchboard, proposed inverter location, and the roof area where the System is to be installed.
8.2 You warrant that you have the legal authority to grant such access at all relevant times. We rely on this warranty
in agreeing to supply the System and perform the Installation Works.
8.3 If the condition of the Premises changes after the Pre-Installation Inspection and is no longer suitable for the
Installation Works or the System, we reserve the right to amend or cancel your Order. In such cases, a call-out fee of
$300 plus travel costs may apply for any additional site visits required.
8.4 We accept no liability for loss, damage, injury, or death caused directly or indirectly by the physical condition or
characteristics of the Premises.
8.5 While completing the Installation Works, we will take reasonable care to protect people and property on-site,
minimize disruption to accessways and thoroughfares, and avoid unnecessary noise or disturbance.
If we cause property damage during installation, we will rectify the issue and cover any compensation required by
law.

9. Installation Works
9.1 We will carry out the Installation Works in accordance with the details outlined in the Order. We reserve the right
to make any necessary changes to comply with legal, regulatory, or safety requirements, or to make minor
adjustments that do not materially affect the quality or nature of the Installation Works. We will notify you if any such
changes are made.
9.2 Subject to Clause 10, the Installation Works include installing the System at the Premises noted in the Order, in
line with the manufacturer’s specifications. This includes the delivery of the System to the Premises on the agreed
Installation Date (or as otherwise scheduled), Supply and installation of a suitable mounting base. If the roof requires
mounting or bracketing fixtures different from those initially specified, we may substitute with more appropriate
alternatives, Supply and installation of tilt frames, where specifically ordered as part of the System, Supply of up to 30
metres of electrical cabling between the solar panel array, inverter, and switchboard, Testing and commissioning of
the System to confirm compliance with the manufacturer’s specifications and verify operational status (excluding the
import/export meter changeover), Basic instructions on how to operate the System.
9.3 The solar array will be installed using the standard roof purlins. Once installed, we will not alter the tilt or angle of
the array.
9.4 The system may not be activated until the import/export meter has been installed and approved by the relevant
power authority.
9.5 It is your responsibility to conduct your own due diligence regarding the System. This includes, but is not limited
to, understanding the solar panel wattage, inverter size, mounting equipment, and limitations of any associated
devices (e.g. hot water heat pump). While we will do our best to answer any questions, we are not responsible for
providing every detail by default. You are expected to raise any queries before the Installation Works are carried out.
9.6 Solar panels and associated components will be installed in locations deemed technically suitable by us. While we
take aesthetics into account where practical, visual appearance is not a valid reason for reinstallation, relocation, or
refund.
9.7 Sometimes we must install fewer panels on the day because of things like purlin spacing. This is decided by the
installer for safety and fit. If this happens, we’ll credit you $400 (including GST) per panel removed, shown on your
final invoice.

10. Exclusions from Installation Works
10.1 Unless otherwise agreed in writing, the Installation Works do not include the following:
(a) The provision of approvals, consents or permits from any person (including any required under clause 14.2); (b)
The supply and installation of tilt frames (if you have not ordered tilt frames from us in the Order); (c) The supply of
more than 30 meters of electrical cable; (d) Rectification of an inadequate existing electrical supply (this is the client’s
responsibility to identify pre-installation); (e) Installing or upgrading a safety switch; (f) Installing or upgrading a
switchboard (this is the client’s responsibility to identify pre-installation); (g) Installing or upgrading a meter panel
board (this is the client’s responsibility to identify pre-installation); (h) Any other work required to ensure the
Premises comply with electricity standards imposed by law prior to installation; (i) Performance of the Installation
Works where safe, convenient, and unhindered access to the Premises is not provided; (j) Any trenching or excavation
required for the Installation Works; (k) Installation on buildings other than existing single-story homes or approved
outbuildings; (l) Provision of special access equipment, if required; (m) Removal of asbestos or costs related to
determining its presence (within the home, roof, or meter board). It is the customer’s responsibility to identify
asbestos; (n) Installations at remote or offshore locations; (o) Installations on unsuitable roofs, including brittle or
structurally unsound roofs. Responsibility for replacing tiles is determined by their condition prior to installation; (p)
Installation of export meters (which are the property of the local service provider); (q) Installation on steep roofs
(pitch between 30–45 degrees); (r) Installation on slate roofs; (s) Rewiring of dedicated controlled loads into a single
phase/single element meter configuration prior to meter installation; (t) Installation works on two or three-phase
properties unless specified in the Order Form. The customer must advise of the phase type and any loading
preferences before installation. Installers will use discretion if no direction is given. Single-phase inverters are
standard unless otherwise quoted. We do not supply two-phase inverters. Single-phase inverters may result in some
appliances not being powered by solar or batteries; (u) Wifi is required for inverters and batteries to operate
effectively. Customers are responsible for providing a reliable wifi connection at the installation site. Any extenders or
extra call-outs are at the customer’s expense; (v) Rubber wiring within the home is illegal. Customers are responsible
for identifying non-compliant wiring and ensuring it is upgraded for inspection and sign-off; (w) Surge protection is
not included unless explicitly listed in writing in your Order. Customers are responsible for deciding if they want surge
protection. We are not liable for damage from electrical surges; (x) Uncontrolled meters are ordered by default unless
the customer specifies otherwise.

11. Your Responsibilities and Acknowledgements
11.1 You must inform us of any conditions or physical characteristics of the Premises, including Latent Conditions,
that may prevent, delay, or adversely affect the Installation Works or pose a safety risk to our team.
11.2 You are responsible for obtaining all necessary approvals, consents, and permits before installation commences.
This includes but is not limited to consents from your local council or planning authority, your landlord (if applicable),
or your body corporate, as well as any other relevant regulatory authority or requirement under applicable
legislation.
11.3 It is your responsibility to ensure that the roof area of the Premises where the System is to be installed (Roof
Area) is structurally sound, suitable, and safe for the System and the associated Installation Works.
11.4 You must ensure that the Premises meet all required electrical standards before installation. If the electrical
infrastructure is not compliant, you must arrange for a qualified electrician to perform the necessary upgrades prior
to our installation.
11.5 If trenching or excavation is needed as part of the installation, you are responsible for arranging and completing
this work before the Installation Works begin.
11.6 You acknowledge and accept that we will not carry out Installation Works if the Roof Area is not structurally
sound or is not large enough to support the System, including all mounting equipment and framing; and the
orientation of your Roof Area affects the performance of your System. While north-facing installations generally offer
optimal output, we may proceed with east- or west-facing installations upon your request or acceptance of reduced
performance. You acknowledge that the orientation of your roof is your responsibility to consider, and we will not be
held responsible for any decrease in expected output caused by roof direction.

12. Ownership and Risk in System
12.1 Ownership of the System transfers to you once we receive full payment for the System and Installation Works in
cleared funds. Risk of loss or damage to the System, however, passes to you upon delivery of the System to your
Premises. From that point, the System becomes your sole responsibility. You must take all reasonable precautions to
ensure the System is kept safe and secure.
12.2 In the event of a fire, Ecoefficient Solutions NZ Limited accepts no liability for damage caused to the System or
the Premises. Any such liability lies with the relevant product manufacturers, suppliers, or installation contractors. We
strongly encourage customers to ensure their insurance coverage includes fire damage to all equipment installed.

13. Privacy
13.1 We may collect personal information from you when it is relevant to the supply of our products or services, or in
relation to services and products we receive from suppliers. This includes, but is not limited to, information required
for quoting, installation, invoicing, monitoring, customer support, and warranty purposes.
13.2 Your personal information will be handled in accordance with the Privacy Act 1993 (as amended or replaced),
and we will take all reasonable steps to ensure your information is stored securely and only accessed by authorised
persons.
13.3 We may disclose your personal information to third parties where necessary to deliver our services (e.g.,
contractors, monitoring providers, power companies or regulatory bodies), but only to the extent required to fulfil
those services.
13.4 You have the right to request access to, and correction of, any personal information we hold about you at any
time by contacting us directly.

14. Warranties
14.1 We warrant that all solar and hot water heat pump installations will be carried out by suitably qualified and
experienced installers.
14.2 Solar installations will comply with all relevant Australian/New Zealand Standards or, if unavailable, with
international standards and applicable codes, laws, and regulations.
14.3 We provide manufacturer warranties only. While we may assist with the warranty process, responsibility
ultimately lies with the customer and the manufacturer.
14.4 Customers are responsible for reviewing warranty details prior to purchase.
14.5 Labour and travel are often not included in product warranties. If repairs or replacements are needed, these
costs may be passed on to the customer unless otherwise covered.

15. No Guarantee of Performance
15.1 Solar system performance depends on many factors, including sunlight hours, weather, roof orientation,
shading, and surrounding structures or vegetation.
15.2 We will use our best efforts to install the system in a position that optimises performance, where the roof and
site allow.
15.3 We do not guarantee specific performance outcomes. If system output is lower than expected, we are not liable.
Manufacturer warranties apply to panel and inverter performance.
15.4 Our team provides free advice based purely on experience and online tools.
15.5 We do not guarantee specific reductions in your power bill. Actual savings depend on your usage, power
provider rates, weather, export limits, and other external factors.

16. Ongoing Maintenance of the System Provided
16.1 The Quote does not include any ongoing maintenance costs.
16.2 If the customer requests a site visit more than ten working days after inspection, they are responsible for all
related call-out and labour costs.
16.3 If an installation error is identified and falls within the scope of the signed Order Form, the installer will cover the
cost to rectify it.
16.4 We are not liable for any maintenance costs outside the agreed Order scope.
16.5 Within ten working days of inspection, customers may request a post-install check at no cost—provided the issue
is within the signed scope of work.
16.6 If the issue raised within five days is outside the scope of the Order, the customer agrees to cover the cost of the
call-out.
16.7 If error codes or faults occur, customers should safely shut down the system and contact us. If we are
unavailable, the customer should arrange for a local electrician.
16.8 It is the customer’s responsibility to keep the solar panels clean and ensure vegetation or other obstructions do
not cause shading. Cleaning instructions can be requested.
16.9 We recommend a full system check-up and clean every three years. This service is available at an additional cost.

17. Miscellaneous
You acknowledge and accept the following conditions relating to your installation:
17.1 Roofing and Structural: Decramastic tiles are soft and may bend during installation despite installer care. While
unreasonable damage may be covered by installer insurance, some damage is considered normal and should be
expected. Roof quality issues may not be evident until work begins. If installers deem the roof unsafe, work may be
paused. Proceeding despite known risks is at your own discretion. There are currently no council requirements for
residential or commercial roof weight-bearing assessments — it is your responsibility to engage a structural engineer
if you are concerned.
17.2 Inverter, Power Supply, and System Performance: Voltage fluctuations from the grid may cause inverter issues.
These are pre-existing and unrelated to the solar system. We will assist with inverter adjustments where possible, but
related costs are your responsibility. We are not liable for any lost production if your system is offline or fails, nor for
any downtime during system upgrades, component additions, inspections, or paperwork. No compensation is offered
for production losses.
17.3 Acts of God and Force Majeure: We are not liable for any damage resulting from Acts of God (e.g. lightning,
floods, earthquakes). You are responsible for ensuring your insurance covers these and other relevant risks. A Force
Majeure Event includes anything beyond our reasonable control, such as natural disasters, industrial disputes, utility
failures, war, government orders, or supplier delays. We are not liable for delays or failures caused by such events. If
a Force Majeure Event prevents us from providing or completing your system for over 12 weeks, we may cancel the
agreement with written notice.
17.4 Panel Placement, Shading, and Site Conditions: Component and panel locations will be selected by our team
unless specific instructions are provided in advance. If changes to the panel layout are required onsite, the number of
panels may be reduced and your invoice will be adjusted accordingly. It is your responsibility to manage tree growth
and shading to ensure optimal system performance. We are not responsible for reminding you of maintenance or
vegetation management.
17.5 New Builds and Plan Changes: Final build plans for new homes must be provided to us at least six weeks prior to
installation. Any later changes that increase cost may result in a variation charge.
17.6 Inspection, Delays, and Safety: Installation inspections may be delayed due to weather or workload. Systems
must not be activated before inspection is passed. Your property must also pass a fault loop impedance test before or
after installation. If it fails, you are responsible for engaging a qualified electrician at your own cost to remedy the
issue.
17.7 Customer Responsibility and Accuracy: If you advise our team that something is possible (e.g., cable access or
layout feasibility) and it turns out not to be, any additional costs are your responsibility. You are also responsible for
choosing your power provider and understanding their fees, timing, meter setup, and buy-back arrangements. We are
not liable for errors, changes, or delays from your power provider.
17.8 Smart Meter and Power Sharing: If switching to ‘Our Energy’ or any other power-sharing platform, it is your
responsibility to ensure your property has a compatible smart meter and adequate service. We are not liable for any
outages, limitations, or changes to their systems or policies.
17.9 Council and Export Limits: Lines companies may impose export restrictions. You are responsible for confirming
these and for any additional infrastructure upgrades (e.g. transformer upgrades), which are not included in our quote.
17.20 Software, Monitoring, and Subscriptions: Solar Analytics (or the equivalent) includes a 30-day free trial unless
stated otherwise. Ongoing subscription fees are your responsibility. For Tesla batteries, ongoing support must be
arranged directly with Tesla. Monitoring functionality may require additional purchases.
17.21 Customer-Supplied Equipment: We are not responsible for the performance, compatibility, or warranty of any
components you supply.
17.22 Pricing and Promotions: If your installation is delayed by more than six months after accepting the quote due
to your actions, pricing is subject to change and we are not required to store equipment for future use. From time to
time, we may offer promotional incentives. These only apply if explicitly included in your accepted quote. We do not
retrospectively apply promotions.
17.23 Photos and Marketing: Unless you notify us otherwise, you agree that we may use photos or videos of your
installation on our website or social media.
17.24 Legal and General: You cannot transfer your rights under these Terms without our written permission. We may
transfer our rights or obligations at any time. By accepting a quote, you agree that we may perform a credit check.
You accept that panels may be visible from the street or nearby and cannot be disputed on aesthetic grounds unless
agreed upon in advance.

10-Year Workmanship Guarantee
This workmanship guarantee applies to all customers who accepted their quote from 1 June 2025 onwards. It covers
both solar and electrical installation work completed by Ecoefficient Solutions NZ Limited. This does not include
plumbing works.

What’s Covered (Inclusions):
• Installation faults – Any faults caused by poor installation or errors made by Ecoefficient’s team during solar or
electrical work.
• Electrical workmanship – Terminations, earthing and ASNZ 3000, 4777, 5033, 5039 standards.
• Solar workmanship – Mounting, panel placement, inverter and battery installation, and internal cabling.
• Roof penetrations – Water-tightness at locations of penetration.
• Safety compliance – Work done to meet New Zealand electrical and building code standards at the time of
install.
• Labor for qualifying repairs – If an issue is due to workmanship, we will fix it at no labour cost.

What’s Not Covered (Exclusions):
• Product failures – Manufacturer defects in panels, inverters, batteries, or hot water heat pumps (these are
covered by product warranties).
• Acts of God – Storms, lightning, flooding, earthquakes, fire, or other natural disasters.
• Pest damage – Damage caused by birds, insects, rodents, or other animals.
• Voltage issues – Fluctuations or limits imposed by power companies or local lines companies.
• Monitoring and apps – WiFi issues, app bugs, or communication faults.
• Normal wear and tear – Cosmetic fading, surface rust, or non-functional scuffs.
• Customer or third-party tampering – If someone other than Ecoefficient moves, modifies, or repairs the system
then this workmanship guarantee is voided.
• Unreported faults – Damage made worse because the customer failed to notify Ecoefficient in a timely manner.
• Poor site conditions – Roofs or buildings with sagging framing, weak purlins, or structural issues.
• Electrical compliance of existing property – Includes failed inspections due to illegal wiring, failed fault loop
impedance tests, outdated switchboards, or unbonded pipework.
• Mismatched use – Residential systems used for commercial purposes without notifying us.
• Relocation – If any part of the system is moved or removed after install without our knowledge or consent.
• Lack of maintenance – Especially panels left dirty or shaded, or systems blocked by vegetation.

Lifetime Support
Ecoefficient Solutions NZ Limited offers lifetime support for all customers who have had a solar system by us. This
support includes:
• Assistance via phone or email with troubleshooting and general questions
• Help reconnecting your system to WiFi remotely
• Advice on maximizing energy savings
• Reviewing power bills and advising on power company rates or plans
• Support navigating manufacturer warranties

What’s Not Included:
• On-site callouts or service visits (unless arranged and charged separately)
• Physical inspections of your system after the first 10 working days post-inspection
• Repairs or maintenance work not covered by product warranties
• WiFi upgrades, extenders, or any network-related hardware changes
• Negotiations with power companies or acting on your behalf
• Reconfiguration or relocation of your system
• Assistance with customer-supplied equipment
• Managing power usage or app settings on an ongoing basis
• Battery or inverter troubleshooting outside manufacturer guidelines

Remote Monitoring
Ecoefficient Solutions NZ Limited may remotely view the performance of your system if you have monitoring installed
and correctly connected to the internet. This applies only to systems with monitoring platforms that Ecoefficient has
access to (e.g. Solar Analytics, Tesla, Sig etc.,), and only if your subscription (where required) is active and maintained
by you.
What this includes:
o From time to time, a member of our team may review our fleet-wide monitoring dashboards to
check for major issues, such as zero production alerts or device disconnections.
o If such an issue is identified, we may notify you and offer guidance on next steps.
What this does not include:
o A guarantee that we are actively monitoring your system at any specific frequency or time
o Responsibility for detecting or reporting performance drops, shading issues, or system
underperformance
o Responsibility for resolving faults unless they fall under our workmanship guarantee
o Monitoring if your system is disconnected from the internet or the monitoring service lapses
o Managing or paying for monitoring subscriptions on your behalf
We encourage you to regularly check your own monitoring app and to notify us if you have any concerns.

Hot Water Heat Pumps
When installing a new mains pressure hot water heat pump, there is a risk that existing tapware and showerheads
may leak due to the increased pressure. The customer acknowledges this risk and accepts full responsibility for the
cost of replacing or upgrading any tapware or fittings that begin leaking after installation. This includes any damage to
the property caused by such leaks.
When converting from low to high water pressure, there is a possibility that the home’s existing pipework may not
cope with the change, potentially leading to leaks or pipe failure. The customer acknowledges this risk and agrees to
cover any resulting repair or replacement costs.
Hot water heat pumps produce a low-level operational noise and vibration. This has been outlined in the welcome
email, letter, and discussed at the site visit. It is the customer’s responsibility to conduct their own due diligence in
advance to determine if they are comfortable with the unit’s sound. Ecoefficient is not responsible for modifying or
reducing this noise post-installation.
The final location of the hot water heat pump unit is determined between our salesperson and installer unless the
customer clearly specifies otherwise prior to installation. Any relocation or removal requested after installation will
be at the customer’s cost.
The Order does not include any building works such as painting, relocating boards, or making good on cosmetic
changes. These are the customer’s responsibility to arrange and pay for.
Any plumbing issues that arise after installation that are not directly caused by the heat pump system are the
customer’s responsibility. If we are called to investigate and the issue is unrelated to our system, the call-out fee will
be payable by the customer.
If the customer finds that they are running out of hot water faster than expected, the first step is to measure water
usage (e.g., litres per minute). If the investigation shows that the hot water tank is functioning correctly and the rated
volume is being used as expected, then no further action will be taken.
We are not responsible for ensuring specific water pressure levels. Water pressure is determined by either the mains
supply from the road or the customer’s own pressure pump.
If the mains water tap cannot be located, the customer may incur additional charges for time spent locating it. In
some cases, delays may occur if council involvement is required.
If the mains pipe from the road to the home is undersized or in poor condition, this may impact system performance.
It is not our responsibility to upgrade or replace this pipe. Any concerns must be addressed directly by the customer
with the relevant authority or council.
Hot water heat pumps discharge approximately one cup of water per hour. The customer acknowledges that a small
puddle next to the unit is normal and expected.
Estimated power savings from a hot water heat pump vary depending on the home and usage patterns. Any energy
savings figures provided are estimates only and not guaranteed.