Cancellation & Refund Policy

This policy explains when Sunbridge Energy takes payment for a solar, battery or EV charger installation, how you can cancel, and how and when we refund money you have paid.

Last updated: 7 October 2026

Who this policy applies to

Sunbridge Energy Australia Pty Ltd and its state companies, Sunbridge Energy (NSW) Pty Ltd, Sunbridge Energy (VIC) Pty Ltd and Sunbridge Energy (QLD) Pty Ltd, trade as Sunbridge Energy ("Sunbridge", "we", "us" or "our"). This policy applies to every installation agreement signed with any of these companies through our Sydney, Melbourne, Brisbane and Gold Coast branches. Your agreement names the company you contract with.

Nothing in this policy limits your rights under the Australian Consumer Law, or our obligations as a signatory to the New Energy Tech Consumer Code. Where the law gives you a better outcome than this policy, the law applies.

When payment is taken

Consultations, quotes and site inspections are free. You do not pay anything until you have signed an installation agreement and your cooling-off period has ended.

  • Deposit: 10% of the total price in your agreement, invoiced after your cooling-off period ends. Paying the deposit secures your equipment and your installation slot.
  • Balance: the remaining 90%, payable within 7 days of your system being installed and commissioned.
  • Where a point-of-sale discount such as small-scale technology certificates applies, it is shown in your agreement and already deducted from the price you pay.
  • We issue a receipt for every deposit or other payment you make.

If you pay with a finance or buy now, pay later provider such as Zip, approval, eligibility criteria and terms apply, and your repayments are governed by your agreement with that provider.

Cooling-off period

You have a cooling-off period of 10 business days, starting the day after you sign your agreement. During this period you can cancel for any reason, at no cost, and without giving us a reason.

We will not ask for or accept any payment, and we will not start installation work, during the cooling-off period.

Cancelling before your equipment is ordered

After the cooling-off period ends, you can still cancel and receive a full refund of everything you have paid, as long as we have not yet ordered the equipment for your installation.

We order equipment after your deposit is received, and we will confirm by email when the equipment for your installation has been ordered, so you always know where you stand.

Cancelling after your equipment is ordered

If you cancel after your equipment has been ordered, we will refund what you have paid less the reasonable costs we have actually incurred for your installation, such as:

  • Supplier restocking or return fees for equipment that cannot be returned for full credit
  • Network or grid connection application fees already paid on your behalf
  • Any other cost directly incurred for your installation that we cannot recover

These cost categories are also set out in your agreement. Before any deduction is made, we will give you an itemised statement of these costs. We do not charge cancellation fees beyond the costs we can show you.

This section does not apply where you are entitled to a full refund, as set out below.

When you are always entitled to a full refund

At any time before installation, you can cancel and receive a full refund of everything you have paid, with no deduction for costs, if:

  • We arrange your network connection approval and it is not obtained. We will not start installation until approval is given.
  • We give you the site-specific installation design and performance estimate after you sign, and you tell us within 10 business days of receiving them that you do not accept them.
  • We propose a significant change to the installation design previously given to you and you do not accept the change.
  • Site conditions beyond our control mean extra chargeable work outside the agreed price, and we are not willing to bear that cost.
  • We do not meet the delivery and installation timeframe in your agreement, unless the delay was caused by circumstances identified in your agreement as outside our control.
  • We cannot complete your installation for any other reason, for example because the agreed equipment is no longer available and you do not accept a substitute.

If you live in a strata property and your Owners Corporation refuses the consent required by law after you have signed with us, we will cancel your agreement, give you a full refund, and remove any equipment we supplied and restore the site at our cost. This does not apply if we told you that written consent was needed and we installed on your incorrect advice that the property is not strata titled.

If you chose to arrange network connection approval yourself and your application is rejected after you have signed, you can cancel and we will refund what you have paid less the reasonable expenses we have incurred up to the time you cancel.

After installation

Because each system is designed and installed for your property, we do not offer change-of-mind refunds once installation is complete.

Your rights under the Australian Consumer Law are not affected. If there is a major failure, you can choose a replacement or refund for faulty goods, or cancel and receive a refund for services, and you may also be entitled to compensation for other reasonably foreseeable loss. If the problem is not a major failure, we will fix it within a reasonable time. Manufacturer warranties are provided in addition to these consumer guarantees.

How to cancel

Tell us in writing by email or post using the contact details below. You can also call us and we will confirm your cancellation by email. Please include:

  • Your name and the installation address
  • Your agreement or quote number, if you have one
  • The date you are cancelling

How refunds are paid

We pay refunds within 10 business days of confirming your cancellation, or of sending you an itemised statement where costs apply.

Refunds are paid to the original payment method. If you paid using Zip or another finance provider, the refund is processed through that provider and applied to your account with them in line with their terms.