SolarServe Terms and Conditions

1. Agreement and Eligibility

These terms govern SolarServe memberships and the one-time Solar Check-Up provided by Independent Energy Hawaii. By enrolling in a membership or purchasing a Check-Up, you agree to these terms.

SolarServe is available for residential solar systems located on Oahu, Maui, and the Big Island within our published service areas. Systems outside those areas, ground mounts, and commercial installations may require a custom service agreement.

We may decline enrollment or require repairs before enrollment if an initial inspection reveals conditions that make routine service unsafe or ineffective, such as structural roof damage, unsafe roof access, or an unpermitted installation.

2. Membership Tiers and What Is Included

SolarServe Lite ($399 per year) includes an annual panel cleaning, priority scheduling, and member pricing on add-on services.

Standard Membership ($499 per year) includes one Solar Check-Up per year, an annual panel cleaning, system monitoring, remote troubleshooting, 10% off repairs and 5% off add-ons, and support response within two business days.

Check-Up + Standard ($899 in year one, then $499 per year) includes an initial Solar Check-Up plus everything in Standard Membership.

Premium Membership ($1,199 per year) includes two Solar Check-Ups per year, two panel washings per year, system monitoring and remote troubleshooting, 15% off repairs and 10% off add-ons, priority scheduling, and support response within 12 hours.

Check-Up Only ($799, one time) is a standalone evaluation with no membership commitment. Full tier details are listed on our solar service memberships page.

3. What Is Not Included

Membership covers inspection, cleaning, monitoring, and diagnostics. It does not include the cost of replacement parts, equipment upgrades, roof repair, electrical service upgrades, tree trimming, pest exclusion work, or labor for repairs beyond the diagnostic visit. Members receive the discount rates listed for their tier on that additional work.

Membership is not an insurance product and is not a warranty. It does not guarantee system output, replace manufacturer warranty coverage, or assume liability for pre-existing defects. Homeowners looking for financial protection against equipment failure should review solar warranty protection separately.

Damage caused by storms, flooding, lightning, vandalism, animals, third-party work performed by others, or homeowner modification is excluded from routine service and quoted separately.

4. Scheduling and Access

Service visits are scheduled by appointment. We make reasonable efforts to accommodate preferred dates within the response windows listed for your tier, but scheduling depends on technician availability, weather, and safe roof conditions.

You are responsible for providing safe access to the property, the roof area, the inverter, and the main electrical panel. If our technician arrives and cannot access the system, or if no one is available when access to the interior is required, we may treat the visit as completed or charge a trip fee for a return visit.

We may reschedule visits due to unsafe weather, high winds, or wet roof conditions. Safety decisions are at the technician's discretion and are not grounds for a refund.

5. Unused Services

Included services are allotted per membership year and do not roll over. If you do not schedule your annual cleaning or Check-Up during the membership year, that service expires at renewal and is not refunded or credited.

We will make reasonable efforts to remind you of unscheduled services before your term ends, but scheduling remains your responsibility.

6. Monitoring

System monitoring is provided on tiers that include it and depends on your equipment supporting remote reporting and on a working internet connection at the property. If your system lacks compatible monitoring hardware, or if your internet service is interrupted, we may be unable to observe performance remotely.

Monitoring is a periodic review, not a continuous real-time alarm service. We do not guarantee that every fault will be detected or reported within a specific timeframe.

7. Billing, Renewal, and Cancellation

Memberships are billed annually in advance and renew automatically on the anniversary of your enrollment date using the payment method on file. We will notify you before renewal.

You may cancel at any time before the next renewal date. Cancellation stops future billing; it does not retroactively refund the current term.

If you cancel mid-term, no refund is issued for the remaining months once any included service for that term has been delivered. If no included service has been delivered in the current term, we will consider a prorated refund at our discretion.

If a payment fails and is not corrected within 30 days, membership benefits including priority scheduling and discount rates are suspended until the account is current.

8. Check-Up Credit

If you purchase the one-time $799 Solar Check-Up and upgrade to any SolarServe membership within 90 days, the Check-Up fee is applied as a credit toward your first year of membership. The Check-Up + Standard bundle applies this automatically.

The credit applies once, to the first membership year only, and has no cash value.

9. Transfers

Memberships are tied to the property and the system serviced. If you sell the home, the remaining membership term may be transferred to the new owner at no charge with written notice to us. Memberships cannot be transferred to a different property or a different solar system.

10. Changes to Pricing and Terms

We may adjust membership pricing or the contents of a tier. Changes take effect at your next renewal, and we will notify you before that renewal so you can decide whether to continue.

Continuing your membership after a change takes effect constitutes acceptance of the revised terms.

11. Limitation of Liability

To the extent permitted by Hawaii law, our total liability arising from a SolarServe membership is limited to the amount you paid for the current membership term. We are not liable for indirect or consequential losses, including lost production revenue, spoiled food, or business interruption.

Nothing in these terms limits liability for injury or property damage caused by our negligence in performing the work.

12. Governing Law

These terms are governed by the laws of the State of Hawaii. Independent Energy Hawaii holds Hawaii Electrical Contractor License #C-37984, and all work is performed under that license.