What are the policies and processes for reimbursement of missed solar system production?
If your solar system has been underperforming or has experienced downtime, you may be eligible for reimbursement under the Performance Guarantee offered by Better Earth. Below, we detail the policies, processes, and eligibility criteria for claiming reimbursement:
Overview of Better Earth’s Performance Guarantee
The Performance Guarantee is designed to ensure that your solar system produces electricity in line with the terms outlined in your contract. If the system’s output falls short of this guarantee after installation and activation, you may qualify for reimbursement.
Eligibility Criteria
To qualify for reimbursement:
Your Solar System must be purchased with cash or financed with a solar loan. The Better Earth Performance Guarantee does not apply to solar systems owned by third-party finance companies (most third-party finance companies have their own version of a performance guarantee; contact them for details).
Your system must have been activated and operational.
There must be a shortfall in production compared to the guaranteed amount stated in your contract.
The shortfall must occur within your Performance Guarantee evaluation timeframe as defined in the agreement.
Reimbursement Process
The process is as follows:
Performance Evaluation: Better Earth will conduct a Performance Guarantee evaluation to assess system production since activation.
Calculation of Shortfall: Any missed production will be calculated as outlined in your contract terms.
Financial Reimbursement: If the evaluation confirms a shortfall, you will receive financial reimbursement for the missed output within the terms of the agreement.
Exclusions
It is important to note the following exclusions to reimbursement:
Utility bills, including any true-up bills associated with grid usage, are not eligible for reimbursement.
The Performance Guarantee applies strictly to missed solar system output as defined in your contract.
Timelines for Resolution
Once a Performance Guarantee evaluation is initiated, you can expect the findings to be provided via email within 2–3 weeks. This report will include detailed findings and any applicable reimbursement amount.
For further information or to initiate a Performance Guarantee evaluation, please contact Better Earth’s customer support team. Ensure you have all relevant contract details on hand to facilitate the process.