Terms of Service

1. When these terms apply

These terms govern enquiries, website use and services supplied by FCE. A signed quote or proposal, its specifications, special conditions, finance documents and applicable statutory notices also form part of the agreement for a particular project. If a signed proposal expressly conflicts with these general terms, its specific terms prevail for that project, subject to law. We will give you the applicable documents before asking you to commit. A website enquiry alone does not oblige you to purchase anything.

2. Quotes and acceptance

A quote sets out the products, system capacity and design, work included, total price including GST, any assumptions, payment schedule, validity period, estimated timing, warranties and applicable rebates or incentives. The quote becomes an agreement when accepted by you and confirmed by us, subject to any express conditions in it. We may need a site inspection, technical assessment, network approval or supplier confirmation before confirming final design and timing. We will tell you about material changes and seek your agreement before proceeding with changed scope or price.

Illustrations, indicative savings, output figures and installation dates are estimates unless the proposal expressly guarantees them. Actual performance depends on weather, orientation, shading, usage, tariffs, equipment settings, site conditions and maintenance. We will explain material assumptions in any performance estimate.

3. Site access and installation

You must provide safe and reasonable access to the property, relevant electrical and plumbing infrastructure, and information you know about defects, asbestos, access restrictions, strata or landlord requirements and existing equipment. You must obtain property owner or strata approval where required; we will identify any approvals we have agreed to arrange. We may pause unsafe work and discuss a safe remedy and any associated cost before continuing.

Our installers and specialist contractors may perform agreed work on our behalf. We remain responsible for our obligations under our contract and applicable law. Reasonable dates may change because of weather, safety, approvals, network requirements, supply issues or site conditions. We will communicate material delays and available options. We will not substitute a materially different product or make chargeable variations without your informed agreement, except where urgent safety work is required and permitted by law.

4. Product-specific matters

Solar and batteries. Grid connection, export limits, meter changes and approval may depend on your distributor and electricity retailer. A solar or battery installation does not guarantee uninterrupted power in an outage; backup operation requires compatible equipment and the agreed configuration. Battery usable capacity, operating limits and warranty conditions are stated in the product documents. Any virtual power plant participation requires separate agreement.

Air conditioning. Suitability and performance depend on room size, insulation, installation location and operating conditions. The proposal identifies the units and agreed locations; changes to ducting, electrical capacity or drainage may require a written variation.

Heat pump hot water. Performance, operating noise, recovery time and electricity use depend on climate, location, household demand and settings. We will explain any required electrical or plumbing upgrades and the location of condensate discharge in the proposal or agreed variation.

5. Price, payments and finance

The total price and payment milestones are those in your accepted proposal. An invoice is payable by the due date shown on it. We will provide a receipt for payments. If finance is selected, the finance provider's separate agreement governs the credit arrangement; finance approval is not guaranteed by FCE. We will explain when payment is due under the approved arrangement. We will not withhold documents that applicable law requires us to provide because an amount is disputed.

Any rebate, certificate or incentive included in pricing will be identified in the proposal, together with eligibility assumptions and any assignment or authority you are asked to sign. We will explain the effect of an unsuccessful application or change in eligibility before applying an additional charge. We do not guarantee a government rebate or network approval unless expressly stated in writing.

6. Completion, handover and issues

Completion means the agreed installation has been performed and required testing and commissioning within our control have been carried out, subject to any external network or meter work identified in the proposal. We will provide the applicable handover, compliance and warranty documents required for the work. Tell us promptly if you identify an issue; we will inspect and respond within a reasonable time. Minor defects that do not prevent safe operation will be recorded and rectified within a reasonable time. External approval or meter changes may delay activation after our installation is complete.

7. Warranties and consumer rights

We will identify applicable product, installation and manufacturer warranties in your proposal or handover documents, including how to claim. These warranties are in addition to your rights under the Australian Consumer Law. Goods come with guarantees that cannot be excluded, and services must be provided with due care and skill, be fit for any disclosed purpose where applicable, and be supplied within a reasonable time where no time is agreed. Nothing in these terms excludes, restricts or modifies a right or remedy that cannot lawfully be excluded. Contact FCE about a problem with the products or installation we supplied, even if a manufacturer warranty is involved.

8. Cancellation and changes

If you wish to cancel or change an accepted project, contact us promptly. Any statutory cooling-off rights and specific cancellation terms in your proposal apply. Otherwise, we will discuss work already performed and reasonable, documented costs that the law permits us to recover; we will refund any balance owed. If we cannot supply a material part of the agreed work, we will offer an appropriate remedy under the law. Neither party may impose a unilateral price change or a disproportionate cancellation charge.

9. Utility plan enquiries

Where you separately request an energy, gas or NBN comparison or switch, we will explain FCE's role, available providers, any commission or referral arrangement, and any separate provider terms before an application is submitted. FCE is not the energy retailer, gas retailer or telecommunications carrier merely because it assists with an enquiry. Your solar, battery, air conditioning or heat pump enquiry does not itself authorise utility marketing or a switch. Any plan comparison depends on the information available and may not cover every provider or plan. A switch requires your separate informed authorisation and any verification required by the provider.

10. Privacy and communications

Our Privacy Policy explains how we handle personal information. Service messages about an enquiry, quote, installation or existing agreement may be necessary to provide the requested service. Optional marketing, including contact about energy, gas and NBN offers, is managed through separate consent choices. You can opt out of marketing using the method in the message or by contacting us. Withdrawing marketing consent will not cancel an existing installation agreement.

11. Website and intellectual property

Website information is general and may change. You may use it for your own lawful enquiries, but may not interfere with the website or misuse our materials. Our logos, text and design materials remain owned by FCE or our licensors. Third-party websites and finance or retailer services have their own terms and policies.

12. Liability and disputes

Nothing in these terms limits your non-excludable rights. Subject to those rights, each party is responsible for reasonably foreseeable loss caused by its breach or negligence, subject to the law and the circumstances. Please first contact info@firstclassenergy.com.au with the project address and issue. We will acknowledge and investigate complaints, explain our response and identify any applicable external dispute pathway. Australian law applies; the courts with jurisdiction under applicable law may hear disputes.

13. Changes and contact

We may update website terms prospectively and display the effective date. Changes to an accepted project agreement require the parties' agreement unless the law provides otherwise. For service, warranty, cancellation or privacy questions contact info@firstclassenergy.com.au