Terms and Conditions

1. Agreement and capacity

These Terms and Conditions (“Terms”) form a legally binding contract between you and Sunsynk Limited (Company Registration Number 08778087), trading as Sunsynk UK Ltd (“Sunsynk”, “we”, “us”, “our”), for use of the Sunsynk System Performance Report Service (“Service”).

By accessing or using the Service, or by clicking to accept these Terms, you agree to be bound by them. If you accept on behalf of an organisation, you represent that you have authority to bind that organisation. If you do not agree, you must not use the Service.

Consumers: If you are a consumer, nothing in these Terms excludes mandatory rights under the Consumer Rights Act 2015 or other non-excludable law. Provisions aimed at business users apply to the maximum extent permitted.

2. Eligibility, authorised access and allow-listing

1. You must be at least 18 years old.
2. Access is restricted to allow-listed / invited / otherwise authorised users.
3. You must only access devices, sites and reports you are authorised to view.
4. We may refuse, suspend or revoke access where authorisation is unclear, withdrawn, or suspected to be abused.

3. Accounts and security

1. Sign-in uses Sunsynk account credentials shared with other Sunsynk apps via Firebase authentication.
2. You must keep credentials confidential and use appropriate account security.
3. You must notify support@sunsynk.com promptly of suspected unauthorised access.
4. You are responsible for activity under your account unless caused by our proven breach of these Terms.

4. Service description

The Service enables authorised users to generate performance reports for Sunsynk-connected systems. Reports may include system performance, battery health, solar utilisation, grid dependency, evening grid dependency, inverter clipping, faults, estimated savings, period analysis and related indicators.

Reports are generated from telemetry, your selections (including tariffs and date ranges) and our calculation methods.

5. Report non-reliance and accuracy limitations

1. Reports provide indicative operational insight only.
2. Reports are not professional electrical, engineering, safety, warranty, installation, financial, tax or investment advice.
3. Outputs depend on telemetry quality, device configuration, selected inputs and calculation methods. Data may be incomplete, delayed or inaccurate.
4. You must not rely on reports as the sole basis for safety-critical, contractual, warranty or financial decisions.
5. Estimated savings and similar figures are estimates only and may differ from actual outcomes.
6. To the maximum extent permitted by law, we do not warrant that reports are accurate, complete, continuous or fit for a particular purpose beyond the express terms of this contract.

6. User responsibilities and acceptable use

You must:

• use the Service lawfully and only for authorised purposes;
• ensure inputs you control (tariffs, device selection, date ranges) are accurate to the best of your knowledge;
• maintain confidentiality of customer/system data obtained through the Service;
• ensure you have authority/lawful basis to access end-customer or site data you view or process; and
• comply with the Privacy Policy as a transparency notice (it does not itself grant cookie consent).

You must not:

• access data or accounts without authorisation;
• scrape, harvest, bulk-export or misuse Service data except as permitted features allow;
• reverse engineer non-public aspects of the Service except where non-excludable law permits;
• interfere with security, rate limits or authentication;
• upload malware or attempt to probe vulnerabilities except under a documented authorised security programme;
• use the Service to monitor individuals unlawfully, or to collect special category data;
• use analytics or session-replay features to circumvent privacy or employment law obligations; or
• resell, sublicense or misrepresent Sunsynk branding or report content as independent certification.

7. Credits, pricing, payments and refunds

1. Credits may be required to generate reports. Typically, one credit is consumed per successful report generation (including regenerate/refresh).
2. Viewing, downloading or deleting an existing report does not normally consume credits.
3. Credits are non-transferable, not for resale, and have no cash value except where a refund is permitted by these Terms or required by law.
4. Payments are processed by Stripe. Full card details are not stored in the SSPRS web app.
5. Prices and available bundles may change prospectively. Changes do not affect credits already purchased except as required by law.
6. Refunds: Unused credits from a purchase may typically be refunded within 14 days of that purchase if unused. Used credits are generally non-refundable, except where: (a) required by law; (b) the Service was defective in a material way attributable to us; or (c) we agree at our reasonable admin discretion.
7. Bank/card refund timing depends on payment providers and may take several business days.

8. Administrator and support access

You acknowledge that authorised Sunsynk administrators may search users; view report/credit/purchase/refund history; generate or delete reports for operational reasons; issue refunds; and (super-admins) manage staff roles. Admin actions are logged. This access is described further in the Privacy Policy.

9. Intellectual property

1. We and our licensors own the Service, software, methodologies, benchmarks, look-and-feel and documentation.
2. Subject to these Terms and payment of applicable credits/fees, we grant you a limited, non-exclusive, non-transferable licence to generate, view, download and use reports for your internal business purposes (or personal purposes if you are an authorised consumer user) related to systems you are authorised to access.
3. You must not remove proprietary notices or use Sunsynk marks except as appearing on generated reports or with prior written permission.
4. You retain your rights in data you lawfully provide; you grant us a licence to process that data to operate the Service.

10. Confidentiality

You must keep confidential any end-customer, site, device, telemetry and report information obtained through the Service, and use it only for authorised purposes. This does not limit disclosures required by law.

11. Privacy and cookies

1. Our Privacy Policy explains how we process personal data.
2. Our Cookie Policy and preference centre govern cookies and similar technologies.
3. Acceptance of these Terms or the Privacy Policy does not constitute consent to optional cookies, analytics or session replay. Optional technologies require separate PECR consent.
4. You must not disable or circumvent consent mechanisms.

12. Third-party services

The Service interoperates with third parties including Firebase authentication, Stripe, and (if consented) analytics/monitoring vendors. Their terms and privacy notices may also apply to their independent processing. We are not responsible for third-party outages beyond our reasonable control, subject to non-excludable duties.

13. Availability and modifications

We may modify, suspend or discontinue features. We do not guarantee uninterrupted availability. We will use reasonable efforts to avoid unnecessary disruption to paying users.

14. Suspension and termination

We may suspend or terminate access immediately if you breach these Terms, pose a security risk, lack authorisation, or if required by law. You may stop using the Service at any time. Provisions that by nature should survive (IP, confidentiality, liability, indemnity, governing law) survive termination. Unused credits on termination for your breach are forfeited except where law requires otherwise.

15. Warranties and disclaimers

Except as expressly stated and except for non-excludable warranties, the Service and reports are provided “as is” and “as available”. We disclaim implied warranties of merchantability, satisfactory quality and fitness for a particular purpose to the maximum extent permitted by law.

16. Limitation of liability

Nothing in these Terms excludes or limits liability for: death or personal injury caused by negligence; fraud or fraudulent misrepresentation; or any other liability that cannot be excluded under English law (including mandatory consumer rights where applicable).

Subject to the above, and to the maximum extent permitted by law:

1. We are not liable for indirect, incidental, special, consequential or punitive loss; loss of profits, revenue, business, goodwill, or anticipated savings; or loss or corruption of data, except to the extent caused by our failure to use reasonable security measures where such failure is not otherwise excluded.
2. Our total aggregate liability arising out of or in connection with the Service in any rolling 12-month period is limited to the total fees you paid to us for SSPRS credits/fees in that 12-month period (or, if greater and solely for a consumer, such minimum as mandatory law requires).
3. If you have paid no fees in that period, our aggregate liability is limited to £100, except where mandatory law requires otherwise.

17. Indemnity (business users)

If you use the Service in a business capacity, you must indemnify Sunsynk and its officers, employees and agents against reasonable losses, damages, costs and expenses (including reasonable legal fees) arising from: (a) your unauthorised access to or disclosure of end-customer/site data; (b) your breach of these Terms; or (c) your misuse of reports or branding, except to the extent caused by our negligence or wilful misconduct.

18. Force majeure

We are not liable for delay or failure caused by events beyond our reasonable control, including utility/cloud provider outages, denial-of-service attacks, epidemics, industrial disputes, or governmental action.

19. Export controls and sanctions

You must not use the Service in breach of applicable export control or sanctions laws.

20. Changes requiring re-acceptance

We may update these Terms. For material changes, we may require you to accept the new version (versioned acceptance with timestamp) before continued use. If you do not accept, you must stop using the Service; unused credits will be handled in accordance with refund rules and applicable law.

21. Notices

Notices to Sunsynk: support@sunsynk.com (contract) or privacy@sunsynk.com (privacy). Notices to you may be sent to your account email or displayed in-app.

22. Governing law and jurisdiction

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, subject to mandatory local consumer jurisdiction/venue rights where applicable.

23. General

Entire agreement (excluding fraud); severability; no waiver; no third-party rights under the Contracts (Rights of Third Parties) Act 1999 except as expressly stated; assignment by us to an affiliate or successor; you may not assign without our prior written consent (not to be unreasonably withheld for corporate reorganisation).

24. Contact