Terms and Conditions

What's included in the solarZero® service agreement

  • We supply, install and configure a solar system consisting of solar panels, inverter, battery, electrical wiring and monitoring equipment. 

  • Access to exclusive rates for your grid power.

  • solarZero® assumes that solar is installed as a single, or split array (max 2 arrays), on a metal corrugated, metal tiles, concrete tile (spare concrete tiles are required), or decramastic tile (post 1990) roof.

  • We provide a 24/7 web-enabled energy management system, at no additional cost, and provide personal energy advice to maximise the use of solar power in your home and improve energy efficiency.

  • We warrant, insure and repair the system. 

  • Technical support.  

  • Based on your specific site characteristics we will provide an estimate of solar energy production. We warrant the amount of solar energy produced by our equipment at 80% capacity (subject to an annual system degradation).  

  • A fixed monthly charge that will remain the same for the entire life of the agreement (the monthly charge is exclusive of GST and the rate of tax may change over time).

Your solarZero® service agreement does not cover

  • Solar panel cleaning.

  • Installation on roofs not mentioned above, or split arrays where more than 2 sub-arrays are required. 

  • Additional electrical costs if home wiring is not aligned to relevant electical codes. 

solarZero® pricing and payments 

  • You are entering into a 20-year agreement for the long term supply of energy services that will provide electricity to your home or property. 

  • The fixed monthly fee you pay for our solarZero® energy service (excluding GST) will never increase, regardless of inflation for 20 years.

  • The rate you pay to buy the energy component of grid electricity, excluding network charges, will be the same that you are paid if you export power from the solar array.

  • solarcity will charge your nominated account by direct debit on the first of each month. 

  • Homes and sites vary in roof structure and electrical components. There may be additional costs to cover expenses related to your roof type, or to ensure that your existing electrical works comply with code. We will advise you of these costs during our consultation. 

Estimated savings 

Savings are estimated based on a comparison of your current electricity retails plan versus the total cost paid for the solarZero® energy service and grid electricity plan. The level of savings will vary depending on location, roof pitch and orientation, and current retail tariffs.

The key features of the solarZero® energy service that support savings over 20 years are:

  • Fixed fee delivers solar power inflation-free for 20 years and reduces exposure to rising power prices.

  • The balance of your power costs are for the variable grid portion of your electricity that you buy at exclusive rates.

  • We work with you to reduce your reliance on grid power, further reducing your costs.

  • Our personalised energy plan identifies ways you can maximise your solar use and improve your home's energy efficiency.

  • We provide access to special offers on energy efficient appliances through our business partners.

solarZero® 20-year lifetime guarantee

  • Guarantees minimum production levels. 

  • solarcity insures the product. 

  • Will replace and upgrade any equipment that is no longer working, or reached the end of its useful life. 

  • Provides in-home solar monitoring. 

  • Technical support, 9am to 5pm weekdays, except public holidays. 

Termination rights

Twenty years is a long time and circumstances change. It is important to understand the options for termination, if the need should ever arise. At any time you may prepay the remaining monthly payments.

If you sell your property there are three options: 

  • Transfer the agreement to the purchaser of your home

  • Prepay the remaining monthly payments
  • Transfer the agreement and the solar system to your new property

If there is a significant change in your circumstances you may be able to vary, or terminate, the agreement.

At the end of the agreement we will remove the system at no cost to you, or you can renew your agreement. Alternatively, you can upgrade to a new system with the latest technology under a new energy services agreement.

About our website

solarcity is committed to providing an accurate and timely website that supports customers to make the initial decision to investigate the purchase of energy services. The tables, charts and graphs are based on average household experiences and data available from equipment manufacturers. We encourage customers to contact us for an assessment to get a personal quote before making a purchasing decision. All houses and households have a different solar profile and this impacts on the savings you can make.

Damages

In no event will solarcity be liable to any party for damages whether direct, indirect, consequential, or other, for any use or inability to use this website or its contents, or of any other hyperlinked website, including without limitation, any damages for loss of profits, business interruption, loss of data or otherwise, even if we are expressly advised of the possibility of such damages.

In addition, it is your responsibility to take precautions and to ensure that whatever you select for your use is free of such items as viruses, worms, Trojan horses and other items of a destructive nature.

Privacy policy

We understand that privacy is an important issue for visitors to www.solarcity.co.nz 

Any personal details that you may provide us with, including your name, mobile number and email address, are used to fulfil your information request and are stored in a database for use by solarcity for marketing purposes. 

This information is collected when you submit information for our free solar assessment form, or email us an enquiry. You may be asked to enter your name, email address, the address where you are enquiring to have solar installed and phone number. 

Any of the information we collect from you may be used to personalise your experience, improve our own website (based on any feedback you provide us with), improve customer service (your information helps us to more effectively respond to your customer service requests and support needs), send periodic emails (the email address you provide may be used to send you information, respond to enquiries, and/or other requests or questions) and send periodic SMS messages (the mobile number your provide may be used to send you information, send you promotional offers, respond to enquiries, and/or other requests or questions). 

As you browse our website, advertising cookies will be placed on your computer so that we can understand what you are interested in. Our display advertising partner, AdRoll, then enables us to present you with retargeted advertising on other sites based on your previous interactions with our site. 

We do not share your information with third parties. We work with AdRoll to place a cookie in your browser so that we can deliver a display ad to you from time to time but we never share your personal information with them. 

The techniques our partners deploy do not collect personal information such as your name, email address, postal address or telephone number. You can visit this page to opt out of AdRoll's and their partners' targeted advertising or alternatively email us at info@solarcity.co.nz. 

The website may contain links to other websites, solarcity is not responsible for the content or privacy policies of external internet sites. 

Call recording

As part of our commitment to providing the best possible service to our customers we record all telephone calls answered in our contact centres. This helps us to identify ways that we can provide you with a better service.

We record calls:

  • For staff training purposes, helping us to improve the quality of our customer service and to ensure the information we provide is consistent and accurate.

  • So we can find ways to simplify our service to you.

  • To ensure we have an accurate record of your call which may be needed to support any transactions that take place over the phone and/or if the is a dispute.

We understand your personal information is important and we are committed to protecting your privacy. We store the recordings securely for a minimum of seven years after the date of the call and destory them after this period. You can request access to and correction of the personal information we hold about you. To access or update your personal information, please call us on 0800 11 66 55.

 

October 2018 Promotion

Eligible customers must have signed a solarZero® energy service agreement and have confirmed the installation date for the panels and battery by midnight 31 October, 2018. They will receive $50 spending money at Goodnest (or Noel Leeming if customer address is outside of Goodnest service area). The $50 voucher is not transferable or redeemable for cash.

solarZero Store Terms and Conditions

This website is owned and operated by solarcity (solarzero Limited). If you wish to contact us please phone us on 0800 11 66 55, or email solarzerostore@solarcity.co.nz.

solarcity has primary responsibility for the customer’s order, information, payment and privacy. Panasonic is the distributor and supplier to solarcity. All customer contact, other than to arrange delivery of the product, is with solarcity.

Ordering goods and services from us

  • When you place an order with us, you are making an offer to buy goods or services. An order is placed on our website via adding a product to the shopping cart and proceeding through our checkout process. The checkout process includes giving us delivery and any other relevant details for your order eg. entering payment information and submitting your order. The final step consists of a confirmation page with full details of your order, which you are able to print as a receipt of your order
  • We do not supply trade quantities and reserve the right to limit the number of an item customers can purchase in a single transaction.
  • We will send you an email to confirm that we have received and accepted your order, which indicates that your order has been accepted and you may not cancel it.
  • We will take payment from you when you submit your order and it is accepted by us.
  • Customers can place an order online using their credit card via our secure payment gateway (Stripe)
  • If a product is on backorder solarcity will liaise with customer and confirm if they are happy to wait for the item, or if they require a refund.  
  • Once processed the customer order will go to Panasonic to be processed for delivery.

Refusing or cancelling orders

In the unlikely event that the goods or services ordered are no longer available we reserve the right to refuse or cancel an order.

We reserve the right to refuse or cancel any orders that we believe, solely by our own judgement, to be placed for commercial purposes, e.g. any kind of reseller. We also reserve the right to refuse or cancel any orders that we believe, solely by our own judgement, to have been placed fraudulently.

While we endeavour to ensure that the price and description of goods or services is accurate, if there is an error in the process of listing a product or service on our website or a technical error in the processing of your order we reserve the right to refuse or cancel the order.

Our right to cancel orders applies to orders that have been accepted.

 

Pricing

All prices listed on the solarZero store are in New Zealand dollars and are inclusive of GST. Please note that we reserve the right to alter prices on our websites at any time for any reason. 

The discounted mysolarZero members only price is reserved for logged in mysolarZero customers only. The website will display your discount based on the typical RRP. Where an RRP is not available for an item, the RRP will be calculated from an approximate average selling price in the market.

 

Delivery

  • At this time, we only deliver to New Zealand addresses
  • Delivery areas excludes The Chatham Islands and Stewart Island
  • Delivery to a residential site is for metropolitan areas only. Rural deliveries will be to the closest distribution centre, where it is the responsibility of the customer to then pick up their order.
  • Delivery is FREE to the above delivery addresses.
  • The average delivery lead time is between 5-10 business days, however sometimes your order may able to be delivered earlier than this.
  • The Panasonic carrier will contact the customer prior to the delivery to notify them of the day and delivery window that their order will be delivered in.
  • Delivery is Monday to Friday, 9-5pm only. 
  • The customer must be on site to accept delivery within the agreed window. If the customer is not on site, then the customer may be charged for redelivery. 
  • Delivery is to ground floor only.
  • There is no installation and no removal of rubbish or older products.

Returns & Refund Policy

For any faults or returns please contact solarcity 0800 11 66 55, or email solarzerostore@solarcity.co.nz.

Return Authority Number

In all cases, with the exception of warranty service, product being returned have a Return Authority Number (RA) issued for it. Products returned without a Return Authority Number (RA) will not be accepted for collection by our transport agents or processed until relevant information is received.

Requesting a Return Authority Number (RA)

To obtain an RA number please contact solarcity on 0800 11 66 55, or email solarzerostore@solarcity.co.nz. To assist in issuing a RA number in a timely manner, please have the following information ready:

  • Model and serial number
  • Order number
  • Reason for return

If the product is faulty a description of the fault is required, terms such as “No go”, “Dead”, or “Faulty” offers no assistance and can result in delays in service or the issuing of a refund.

Please note that the issuing of an RA number (RA) is to facilitate returns processing and DOES NOT MEAN A REFUND will be automatically passed.

Goods Damaged in Transit or Delivered in Error

If any goods arrive damaged or are delivered in error, please contact solarcity on 0800 11 66 55 or email solarzerostore@solarcity.co.nz within 24 hours of delivery. Panasonic New Zealand Ltd. will arrange to have the damaged or incorrect item returned and either repair or replace the goods or refund the price to you, at its election. Damaged goods must be returned in the condition received by you with all original packaging, together with all packing slips. Product being returned due to damage, duplication, incorrectly ordered etc. must be returned unopened within a 21 day period after receipt.

Change of Mind

Please choose carefully as we do not have to provide a refund if you have changed your mind about a particular purchase.

Consumers Guarantees Act

Under the Consumer Guarantees Act 1993 (‘CGA’), you have guaranteed legal rights for goods (and services) you buy.

Consumer guarantees ensure that:

  1. The goods are of acceptable quality, such that the goods:
    • do what they are made to do
    • are free from minor defects
    • are safe and durable and
    • are acceptable in appearance and finish
  2. The goods are fit for a particular purpose as described by us.
  3. The goods match the description accompanying the product.
  4. The goods correspond with any sample or demonstration model where the goods are supplied by reference to such sample or model.

If the goods (or services) we supply do not meet a consumer guarantee, we will meet our obligations under the CGA to provide a solution.

The CGA does not apply where the goods have been used in a manner, or to an extent which is inconsistent with the manner or extent of use that a reasonable consumer would expect to obtain from the goods; and the goods would have complied with the guarantee of acceptable quality if they had not been used in the manner or to that extent.

Minor Failure

If the goods (or services) we supply do not comply with a consumer guarantee, but can be remedied within a reasonable time, we will either repair the goods or replace the goods with goods of identical type. If we cannot repair or replace the goods within a reasonable time, we will refund your purchase.

Major Failure

A ‘major failure’ is where the failure in the goods cannot be repaired or cannot be repaired within a reasonable time, or where the failure constitutes a ‘failure of substantial character’ as set out by section 21 of the CGA.

If a failure amounts to a major failure, you are entitled to return the goods and choose to have a replacement of the returned goods or a refund. Alternatively, you may elect to retain the goods and obtain compensation for the reduction in value of the goods.

Where you choose a replacement, we will where available, provide goods of the same type and similar value to the returned goods.

Delivery charges for returned goods

Any shipping costs to return the original goods to Panasonic New Zealand Ltd. will be at the cost of Panasonic New Zealand Ltd., where Panasonic New Zealand Ltd. considers the goods to have breached a consumer guarantee. If on examination of goods returned to Panasonic New Zealand Ltd., the goods are found to not be in breach of any consumer guarantee, Panasonic New Zealand Ltd. may charge you a fee for examining the goods, and any cost to return the goods to you.

Please note that goods must be returned within a reasonable period and you may be asked to demonstrate that you have purchased the goods from Panasonic New Zealand Ltd. 

Refunds

solarcity is responsible to refund the customer. Refunds will go back onto the credit card that the customer made the original purchase with. A refund may take several days from being processed, depending on a customer’s bank. 

Privacy & Security

Customer information will only be held and used by Panasonic for the purpose of delivery. The capture, use and storage of customer information is the responsibility of solarcity and applicable privacy policies will be communicated with the customer.  

Credit card security

Your credit card transaction will be processed by Stripe payment gateway. Stripe has been audited by an independent PCI Qualified Security Assessor (QSA) and is certified as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry. solarcity and the solarzero store do not store your credit card details at any stage.

Disclaimer

Our websites are intended to provide information for people shopping our products and accessing our services, including making purchases via our website and registering on our database to receive emails from us.

While we endeavour to supply accurate information on this site, errors and omissions may occur. solarcity does not accept any liability, direct or indirect, for any loss or damage which may directly or indirectly result from any advice, opinion, information, representation or omission whether negligent or otherwise, contained on this site. You are solely responsible for the actions you take in reliance on the content on, or accessed, through this site.

solarcity reserves the right to make changes to the content on this site at any time and without notice.

To the extent permitted by New Zealand law, solarcity makes no warranties in relation to the merchantability, fitness for purpose, freedom from computer virus, accuracy or availability of this web site or any other website.

Changes to this Agreement

solarcity reserves the right to alter, modify or update these terms of use. These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply to future orders.