REFUNDS & CANCELLATION POLICY

SolField Energy

Austra Green Energy Pty Ltd T/A SolField Energy

ABN: 22 696 429 446
Postal Address: PO Box 250, Narellan NSW 2567
Phone: 1300 138 382
Email: info@solfieldenergy.com.au

Last Updated: 10 August 2026

1. About this refunds and cancellation policy

SolField Energy is committed to treating customers fairly and transparently when dealing with cancellations, refunds and remedies. This Refunds & Cancellation Policy explains how we handle cancellations and refunds for solar, battery, EV charging and related products and services. This Policy operates alongside our Terms & Conditions, individual quotations and contracts, the Australian Consumer Law (ACL). Nothing in this Policy limits or excludes any rights or remedies that cannot lawfully be excluded.

2. Consumer Guarantees

Customers have rights under the Australian Consumer Law that cannot be excluded by a business. Depending on the circumstances, where goods or services do not meet applicable consumer guarantees, a customer may be entitled to a:

• repair;

• replacement;

• refund;

• cancellation of a contract; and/or

• compensation for reasonably foreseeable loss or damage.

The remedy available depends on the nature and seriousness of the problem. Our Refunds & Cancellation Policy does not replace these statutory rights.

3. Cooling-Off Periods

Where a cooling-off period applies under Australian Consumer Law, SolField Energy will honour that statutory right. For applicable unsolicited consumer agreements, the consumer generally has a 10-business-day cooling-off period. During an applicable statutory cooling-off period, the customer may cancel the agreement in accordance with the applicable legislation without being charged a cancellation penalty that is prohibited by law. The exact cooling-off rights depend on the circumstances in which the contract was entered into.

4. Customer-Initiated Cancellation

If you wish to cancel a quotation, order or contract, please notify us in writing as soon as possible. You may contact us by:

Email: info@solfieldenergy.com.au

We will assess the cancellation request against:

• the applicable contract;

• the stage of the project;

• any applicable statutory rights;

• goods already supplied;

• work already completed;

• costs properly incurred; and

• applicable consumer protection requirements.

Where a cancellation fee is legally permitted, it will be reasonable and related to costs properly incurred by SolField Energy. We will not impose a cancellation fee where the law provides you with a right to cancel without penalty.

5. Cancellation Before Installation

If you cancel before installation commences, we will assess the request in accordance with your contract and applicable law. Where you are entitled to a refund, we will refund the relevant amount in accordance with this Policy and applicable law. Where costs have been properly incurred and a contractual cancellation charge is permitted, we may deduct only amounts that are lawfully recoverable and reasonably related to those costs.

6. Cancellation Due to Material Changes

If a material change to the agreed system design, scope, price or other significant contractual term occurs and you do not agree to the change, your rights will be determined by the applicable contract, Australian Consumer Law and other applicable requirements. Where applicable law or the contract gives you a right to terminate and receive a refund, SolField Energy will honour that right.

7. Installation Cannot Proceed

If SolField Energy determines that the agreed installation cannot reasonably proceed because of circumstances relating to the property, approvals, safety, network requirements, product availability or other material circumstances, we will communicate the situation to you. Where the contract cannot reasonably be performed and you are entitled to terminate, we will provide the refund or other remedy required under the applicable contract and law. We will not retain customer funds where a full refund is required under applicable law or the applicable consumer protection requirements.

8. Delays in Installation

We will make reasonable efforts to supply and install products within the timeframe communicated to you. If installation cannot occur within an agreed or reasonable timeframe, we will communicate with you and work towards an appropriate resolution. Where you have a legal or contractual right to terminate because of a material delay, we will honour that right and provide any refund required.

9. Products With a Fault

If a supplied product develops a fault, please contact us as soon as reasonably possible. Depending on the circumstances, we may:

• inspect the product;

• arrange repair;

• arrange replacement;

• coordinate a manufacturer warranty claim;

• provide another appropriate remedy; or

• provide a refund where required by law.

Consumer guarantees under the Australian Consumer Law apply independently of any manufacturer's warranty.

10. Installation or Service Issues

If you believe an installation or service has not been performed correctly, please contact us. We will investigate the issue and, where appropriate, arrange:

• rectification;

• repair;

• replacement;

• further service; or

• another appropriate remedy.

We will not require a customer to rely solely on a manufacturer's warranty where the issue relates to SolField Energy's own installation or service obligations.

11. Deposits

Where a deposit is required, the amount and payment terms will be specified in the relevant quotation or contract. A deposit may be used to secure products, allocate installation resources or commence agreed project activities. The treatment of a deposit following cancellation will depend on:

• the applicable contract;

• the reason for cancellation;

• the stage of the project;

• costs properly incurred;

• applicable statutory rights; and

• applicable consumer protection requirements.

A deposit will not be retained where a full refund is required by law or the applicable contract.

12. Refund Processing

Where a refund is approved or required, we will generally process the refund using the original payment method where reasonably practicable. We may request reasonable information necessary to process a refund securely. Processing times may vary depending on the payment provider or financial institution.

13. Rebates, Incentives and Certificates

Government rebates, incentives, certificates or other financial benefits may be subject to eligibility requirements and rules imposed by relevant authorities or schemes. If a customer becomes ineligible for a rebate or incentive because of circumstances attributable to the customer, the financial impact will be handled in accordance with the applicable quotation and contract. We will not guarantee eligibility for a rebate or incentive unless expressly stated in writing.

14. Third-Party Products

Where a product is supplied by a third-party manufacturer, manufacturer warranty terms may apply. SolField Energy will assist with warranty claims where appropriate. Nothing in this Policy limits any consumer rights that apply to the supply of the product.

15. How to Request a Cancellation or Refund

Please contact us as soon as possible.

Email : info@solfieldenergy.com.au
Phone : 1300 138 382

Please provide the refund form including:

• your name;

• property address;

• quotation or contract number, if available;

• date of purchase or contract;

• reason for the cancellation or refund request; and

• relevant supporting information.

We may request additional information where reasonably necessary.

16. Refunds and Complaints

If you disagree with our decision regarding a refund or cancellation, you may make a complaint under our Complaints Handling Policy. We will review the matter fairly and communicate the outcome to you.

17. Changes to This Policy

We may update this Refunds & Cancellation Policy from time to time to reflect:

• changes to our business;

• changes to our products or services;

• changes to applicable laws;

• regulatory requirements;

• changes to consumer protection requirements; or

• changes to industry standards.

The latest version will be published on our website.

18. Contact Us

Austra Green Energy Pty Ltd T/A SolField Energy
ABN: 22 696 429 446
Postal Address: PO Box 250, Narellan NSW 2567
Phone: 1300 138 382
Email: info@solfieldenergy.com.au