With rising energy costs and a growing focus on sustainability, energy storage is a smart investment for businesses.
Solar Assistance offers advanced battery systems that make the most of your self-generated solar energy. This allows you to lower your energy bills, increase your energy independence, and contribute to a more sustainable future.
These general terms and conditions (the “General Terms and Conditions”) of Solar Assistance apply to the agreement for the sale, installation, and/or maintenance of grid-connected photovoltaic installations to private individuals (i.e., a consumer within the meaning of Article I.1., 2° WER, the “Customer”) of which these General Terms and Conditions form an integral part, as well as to all quotes, offers, orders, invoices, or credit notes originating from Solar Assistance, unless expressly deviated from in writing. By “installation,” Solar Assistance means the solar panels and materials belonging to the complete system as specified in the Agreement.
2.1 The offers, quotes, or estimates from Solar Assistance, in whatever form, are always without obligation unless a period for acceptance is included in the offer or quote, in which case the Agreement is concluded by the unconditional acceptance by the Customer within the specified period. In other cases, the Agreement is concluded by written confirmation (including by email) from Solar Assistance.
2.2 All indications in offers, quotes, estimates, catalogs, advertisements, information on the website, or agreements, as well as in the appendices thereto, such as images, drawings, weights, dimensions, capacities, colors, and other data, are intended as approximations only. Minor deviations are therefore not at the expense and risk of Solar Assistance. Solar Assistance is not responsible for changes in the construction of the goods made by the manufacturer.
2.3 Obvious clerical errors or mistakes in the offers, quotes, or estimates of Solar Assistance exempt it from its obligation to perform and/or any obligations for compensation arising therefrom, even after the conclusion of the Agreement.
2.4 The Agreement for insurance and warranty takes effect on the day of delivery and commissioning of the PV installation by Solar Assistance or the day of receipt of payment for the existing installation(s).
3.1 All prices are stated in euros and include VAT (unless expressly stated otherwise). Prices for additional costs are expressly and separately determined in the Agreement. The Customer must pay the total price as determined in the Agreement. Additional costs caused by the Customer due to their own actions, incomplete communication of information, or costs for additional work agreed with the Customer will be charged separately to the Customer at the hourly rate according to the price list available upon simple request by the Customer. Any interim adjustments to VAT will be passed on to the Customer. The amounts shown in the Agreement are based on the prices, wages, taxes, raw material prices, material prices, insurance premiums, and other objective factors relevant to the price level existing during the Agreement.
3.2 The price may be proportionally adjusted by Solar Assistance annually on January 1 of each new calendar year if a change occurs in one or more of the objective factors mentioned under Article 3.1 of the General Terms and Conditions. Solar Assistance will immediately notify the Customer of this in writing. If a price increase is implemented pursuant to this provision and the increase amounts to more than 10% of the previous annual amount, the Customer has the right to terminate the Agreement within 48 hours after the Customer is aware or could have been aware of this price increase. If termination does not occur within the aforementioned period, the Customer is deemed to agree to the announced price change. If the Customer exercises their right of refusal, the Agreement ends on December 31 of the relevant calendar year.
3.3 Relocation, displacement, or modification of the installation must be reported immediately to Solar Assistance. In the aforementioned cases, Solar Assistance is entitled to charge the Customer for all actual costs related to the dismantling, relocation, and reinstallation, as well as the re-inspection costs of the installation.
3.4 Interventions on a time and materials basis
For interventions, the first hour of work is always charged in full, regardless of the actual duration of the services within that first hour. Any additional services are then charged per started 15-minute increment, in accordance with the applicable service rates.
If Solar Assistance and the Customer conclude a distance contract within the meaning of Article I.8, 15° WER or a contract outside business premises within the meaning of Article I.8, 31° WER, the Customer has the right to withdraw from the Agreement within a period of 14 days after the day the Agreement is concluded, without giving reasons. The regulations for the Belgian right of withdrawal can be found in Articles VI.47 to VI.53 of the Code of Economic Law (WER) for distance contracts, and Articles VI.67 to VI.73 WER for contracts concluded outside business premises. The Customer expressly agrees that they cannot withdraw from the Agreement after the full execution of the Agreement. If Solar Assistance has already performed certain works or services prior to the withdrawal by the Customer, the Customer is obliged to pay a proportional amount to Solar Assistance.
5.1 Unless expressly agreed otherwise, Solar Assistance invoices 30% of the price upon conclusion of the Agreement.
5.2 All invoices from Solar Assistance are payable at its registered office within 14 days of the invoice date, unless expressly agreed otherwise between Solar Assistance and the Customer. The Customer is not entitled to set off any claim against Solar Assistance against their own payment obligation. Early payment does not give rise to any discount, unless expressly agreed otherwise.
5.3 Solar Assistance always has the right to deliver and invoice in full or to invoice delivered goods per partial delivery.
5.4 The Customer must make any objections regarding the invoices known to Solar Assistance by registered letter no later than 14 days from the invoice date, failing which the Customer is assumed to accept the invoice.
5.5 Solar Assistance is entitled to suspend the performance of its services or the delivery or installation of its system until the Customer has correctly and fully completed all payments to Solar Assistance.
5.6 Any unpaid invoice will, after the due date, be increased by operation of law and without prior notice of default by a late payment interest of 0.5% per month started and a fixed compensation of 10% of the outstanding (invoice) amount with a minimum of EUR 100.00. Solar Assistance always has the right to prove its higher actual damages. Non-payment of one invoice makes all other non-expired invoices immediately due and payable.
6.1 Both Solar Assistance and the Customer have the right to dissolve the Agreement partially or entirely if one of them fails to fulfill an obligation under the Agreement, or does so late or incorrectly. In that case, the Agreement can be dissolved, without prejudice to their respective rights, by written notice to the Customer or Solar Assistance respectively. The party that dissolves the Agreement is also liable to the other party for a fixed compensation of 20% of the total amount due to the dissolving party. The dissolving party always has the right to prove the higher actual damages suffered.
6.2 If the Customer unilaterally cancels/terminates the Agreement (except for the use of the right of withdrawal), the Customer will compensate Solar Assistance for:
– the work already delivered;
– the materials and supplies purchased;
– the services provided for the benefit of the Customer.
The Customer will also owe compensation for loss of profit equal to 20% of the amount determined in the Agreement. Solar Assistance always has the right to prove higher damages.
The term ‘force majeure’ as used in these General Terms and Conditions means unforeseen circumstances, including those of an economic nature, which have arisen through no fault or action of a party, including but not limited to any delay or non-performance of its obligations under the Agreement insofar as this delay or non-performance is the result of circumstances beyond a Party’s reasonable control, including but not limited to natural disasters, government acts, wars, hostilities, attacks, strikes, lockouts or other labor disputes, sabotage, illness, health crisis, epidemic or pandemic, lockdown, travel ban, explosion, fire or flood, inaccessibility of the place where the works must be performed, cyber attacks, unavailability of web hosts, interruptions of the electricity grid (including blackouts) and of the telecommunications network, delays in transport or delayed or incorrect delivery of goods or materials, such as energy, raw materials or parts by third parties, or the unforeseen scarcity or unavailability of fuel, power, raw materials, supplies or means of transport, or inability or delay in obtaining the necessary government approvals, permits, and licenses, etc. Parties are not liable for shortcomings resulting from force majeure. If the situation of force majeure results in the obligations not being fulfilled for a period longer than 30 days, both the Customer and Solar Assistance are entitled to dissolve the Agreement, without judicial intervention and without being liable for compensation. The Customer is, however, obliged to compensate Solar Assistance for the services or goods already delivered for the benefit of the Customer. In case the force majeure is only of a temporary nature, Solar Assistance will still attempt to fulfill all obligations as soon as this is reasonably possible. Non-performance by Solar Assistance of its contractual obligations as a result of such force majeure situations is not a ground for termination, dissolution, or suspension of the execution of the agreement by the Customer.
8.1 The Customer is obliged to keep the installation in good working condition, to prevent damage, and to ensure that the legal provisions and the regulations of the competent authorities and/or suppliers regarding the possession and use of this installation are complied with. In case of damage or an event that could lead to damage, the Customer is obliged: to inform Solar Assistance as soon as possible, to immediately provide Solar Assistance with a list of all known insurances that provide coverage against the damage, to take all possible measures to limit the damage, to follow the instructions of Solar Assistance, to provide Solar Assistance with all requested information and to refrain from anything that could harm the interests of Solar Assistance, to inform the police and Solar Assistance as soon as possible, but no later than within 24 hours, if it is plausible that a criminal offense was committed, and to keep damaged or destroyed parts and make them available for inspection by Solar Assistance or the insurer of Solar Assistance.
8.2 The Customer grants Solar Assistance and any third parties/experts free access to the installation. This access is also provided upon first request for inspection of the installation or data logging software. Solar Assistance or its insurer are entitled to inspect the installation, whereby the Customer is obliged to reasonably cooperate and provide the requested information. The Customer is exclusively responsible for the correctness and completeness of the information provided by them. If the Customer provides no, incorrect, unclear, or incomplete information, the installation of the goods can only take place after an inspection of the location where the goods are to be placed by Solar Assistance or its subcontractors, for which the reasonable costs will be borne entirely by the Customer.
8.3 If the Customer is absent at the agreed time of delivery and installation of the system, or refuses the delivery and installation, makes it impossible or unreasonably difficult, or is negligent in providing information or instructions necessary for the delivery or installation of the system, Solar Assistance is entitled to compensation for all costs incurred by it, without prejudice to its right to dissolve the Agreement. The Customer will always ensure that the delivery site of the installation is easily accessible. Solar Assistance has the right to subcontract (part of) the execution of the Agreement, without prior notice to or consent from the Customer.
Delay in payment by the Customer of certain advances on the purchase price may lead to a proportional delay in the delivery period.
9.1 The Customer shall check the installation at the time of delivery, and any complaints regarding the (non-)conformity of the delivery must be communicated by the Customer to Solar Assistance by registered letter within 14 days after delivery, under penalty of forfeiture. Solar Assistance is liable to the Customer for any lack of conformity that exists at the time of delivery and that manifests itself within a period of 2 years from this delivery. Except for the notification period for visible defects upon delivery, the Customer shall notify Solar Assistance of any lack of conformity no later than within a period of 2 months following the day on which the Customer established the defect, under penalty of forfeiture.
9.2 If the Customer’s complaint is well-founded, the maximum liability of Solar Assistance is in any case limited to the price of the installation or service to which the complaint related.
9.3 Legal action against Solar Assistance expires after 12 months from the day on which the lack of conformity was established. This limitation period cannot expire before the end of the aforementioned 2-year period.
10.1 As long as the Customer has not paid all amounts, prices, or claims of Solar Assistance, the goods delivered by Solar Assistance, even after installation, remain the property of Solar Assistance. The Customer will always store and treat the goods or installation delivered under retention of title with due care and will always indicate to third parties that these goods or installation are subject to retention of title. The Customer will in no way encumber these goods or installation with any (proprietary) right, nor will the Customer transfer them in whole or in part as long as they are subject to retention of title.
10.2 If Solar Assistance invokes its retention of title and proceeds to take back the delivered goods or installation, the Customer will be compensated for this repossession up to the market value, which will never be higher than the original price from the Agreement, minus the costs incurred for the repossession.
11.1 The warranty granted on the goods and installation is the warranty provided by the manufacturer of the goods or installation. The warranty conditions are communicated with the Agreement and form an integral part thereof. This provision applies in addition to the Customer’s legal warranty.
11.2 Solar Assistance is not liable if the goods or the installation are used in an abnormal manner, in case of poor maintenance, or in case of own repairs or modifications to the goods or installation. Solar Assistance’s liability is limited to the invoice amount or to the insurance coverage of Solar Assistance, whichever is lower. In any case, Solar Assistance is never responsible for indirect or consequential damage, except in case of fraud or intentional error.
12.1 The (partial) nullity, unenforceability, non-opposability, or impracticality of one or more provisions of these General Terms and Conditions or of the Agreement does not affect the application of the other provisions of the General Terms and Conditions or of the Agreement and has no influence on their validity. Parties will do what is necessary to replace a provision considered null, unenforceable, non-opposable, or impractical with a provision that aligns with the intentions of the parties.
12.2 All Agreements concluded between the Customer and Solar Assistance, as well as disputes related thereto, are exclusively governed by Belgian law, with the exclusion of the Vienna Sales Convention.
12.3 In case of disputes arising from the Agreement or these General Terms and Conditions, which form an integral part thereof, the courts of the Customer’s place of residence have jurisdiction.
It is possible that Solar Assistance processes the Customer’s personal data in the context of the execution of the Agreement. This specifically concerns personal information (name, address, telephone number, etc.), contact information (coordinates, email address), and financial information (account number, payment method, etc.). Solar Assistance will only process this personal data insofar and to the extent necessary for the execution of the Agreement and any legal obligation, after which Solar Assistance will delete this personal data. Solar Assistance will process this personal data during the term of the Agreement and for a period of one (1) year after the end of the Agreement, without prejudice to relevant and applicable regulatory storage obligations. Solar Assistance provides sufficient guarantees regarding the application of appropriate technical and organizational measures so that the processing of personal data meets the requirements of the General Data Protection Regulation. Solar Assistance guarantees the security and confidentiality of this personal data. Solar Assistance will not pass on this personal data to third parties, a third country, or an international organization, unless pursuant to a legal obligation. Insofar as Solar Assistance uses a processor for the processing of personal data, it guarantees that this processor will be bound by the same obligations as described in this provision. With regard to personal data, the Customer has a right of access, rectification, erasure, restriction of processing, transfer, objection, or opposition under the conditions and modalities determined in the General Data Protection Regulation. The Customer has the right to file a complaint with the supervisory authority.
Solar Assistance monitors your installation to detect any problems. If the monitoring device registers nothing on a daily basis and or generates 20% less on a daily basis than the theoretically expected yield according to irradiation, you will receive an alarm in the monitoring platform or via email. This is subject to the installation of a Solar monitoring device or the configuration of an existing device or inverter to the Solar Assistance platform.
If no alarm is generated by Solar Assistance within 48 hours after a failure, you are entitled to compensation corresponding to the actual loss of yield during the period that the malfunction went unnoticed and was therefore not reported by Solar Assistance.
The actual loss of yield is calculated using the following formula:
B = Gvp × GSC × elec rate
Lost production during periods in which the entire installation has failed due to calamities, such as grid failure, vandalism, abuse, exceptional storms or heavy pollution, is not included in the estimate of the lost production. In other words, the damage or loss of production resulting from these external and unforeseen events will not be included in the calculation of the compensation for the customer.
| Number of PV panels | Solar Eye annual |
|---|---|
| 1 to 20 solar panels | 59.88 euros |
| 21 to 40 solar panels | 59.88 euros |
| 41 to 60 solar panels | 59.88 euros |
| 61 to 100 solar panels | 59.88 euros |
The following rates apply to services or works regarding monitoring:
| Service | Rate |
|---|---|
| Installation of Solar monitoring device | 129.00 euros |
| Configuration of your current device or inverter | 99.00 euros |
| Green energy meter with pulse counter, single-phase | 55.00 euros |
| Green energy meter with pulse counter, three-phase | 199.00 euros |
A power outlet for the monitoring device must be provided by the customer.
Our service rates apply to services or works that do not fall under the agreement. As a Solar Eye customer, you enjoy a 10% discount on these rates.
If a part breaks that is still under manufacturer’s warranty, we take care of the full follow-up and replacement, without extra worries for you. We coordinate everything with the manufacturer and ensure that defective parts are replaced correctly and quickly. We charge a fixed price of 90.75 euros for the intervention.
If the problem is outside warranty, you can count on a transparent approach with discounts for repairs and interventions. This keeps the cost under control and avoids unnecessary loss of yield. In this way, you are always assured of a correct solution, both within and outside warranty, with a focus on continuity and maximum yield.
Solar Assistance undertakes to perform all services to be provided with care and according to the rules of good workmanship. The performances to be delivered are obligations of means.
Execution periods specified by Solar Assistance are indicative and do not form an essential part of the agreement with the customer. The date of delivery or execution is only given as an indication and does not bind Solar Assistance. Solar Assistance will carry out the specified execution periods to the best of its ability. Delay in delivery or execution does not entitle the customer to compensation or price reduction, nor to dissolution of the agreement, unless otherwise provided in this agreement.
This Agreement is entered into for a fixed term of 36 months, starting from the day of signing of this Agreement by the Parties. Unless the Agreement is terminated at the latest 1 month before the expiry of the term by means of a registered letter addressed to Solar Assistance, the Agreement will be extended by operation of law for a new period of 12 months. The Customer may terminate the Agreement at any time after the tacit renewal and without compensation, taking into account a notice period of 1 month.
Each party may, without prejudice to its right to compensation, terminate this agreement immediately by registered letter, without prior notice of default, without service of a notice or payment of compensation and without prior judicial intervention, in each of the following cases:
Upon termination of this agreement for any reason whatsoever:
The customer expressly acknowledges that he or she has read and approved the general terms and conditions of Solar Assistance prior to signing the agreement.
This agreement constitutes the entire agreement between the parties with respect to its subject matter and supersedes all prior written and oral agreements and understandings with respect to the same subject matter.
This agreement and the resulting rights and obligations may not be transferred by the customer without prior written consent from Solar Assistance.
Communications and notices under this agreement shall be made by registered letter to the addresses mentioned at the beginning of this agreement, or to any other address communicated by one of the parties to the other party at least 10 days in advance by registered letter.
If you have a complaint, please first contact info@solar-assistance.be. If we cannot reach a solution together, you can contact the Consumer Mediation Service, Koning Albert II laan 8 bus 1, 1000 Brussels, contact@consumentenombudsdienst.be, or the European ODR platform via ec.europa.eu/odr.
Special conditions Solar Eye, version 2026.1. Solar Assistance BV, Bosstraat 69, 3560 Lummen, company number 0847.005.978.
These special terms and conditions apply to the Solar Comfy service plan of Solar Assistance BV, Bosstraat 69, 3560 Lummen, company number 0847.005.978. Together with the general terms and conditions and the signed agreement, they constitute the entire agreement between the parties.
1.1 24/7 monitoring with control room
Solar Assistance monitors your installation to detect any problems. If the monitoring device registers nothing on a daily basis, or if the installation yields 20% less on a monthly basis than the theoretically expected yield according to irradiation, you will receive an alarm in the monitoring platform or via email. This requires the installation of a Solar monitoring device or the configuration of an existing device or inverter to the Solar Assistance platform. If no alarm is generated by Solar Assistance within 48 hours after a failure, you are entitled to compensation corresponding to the actual loss of yield during the period that the failure went unnoticed.
1.2 Annual specialized osmosis cleaning
Cleaning of your solar panels with a soft telescopic brush, without chemical products. If the panels are not equipped with a standard glass plate, or if they cannot be cleaned from the ground or a flat roof with our standard brushes (maximum length 15 m), an annual surcharge of 75.00 euros (roof team) or 75.00 euros (aerial platform) applies. Cleanings by the roof team or with an aerial platform are bundled and carried out in the period provided for this in the planning.
1.3 Inspection with report
Extensive visual inspection of your solar installation:
1.4 All-risk insurance against external damage
In case of damage due to storm, hail, vandalism, lightning strike, theft, or fire, we will draw up a diagnosis after notification and open your file for damage coverage. Unlike traditional insurance companies, we do not have to wait for approval from external loss adjusters. As a result, we repair faster and the production loss remains limited.
Solar Assistance takes out insurance in the name of the customer through the recognized broker Bamps Eurassur (FSMA no. 46614A) with the main insurer Baloise GmbH. If the claim is accepted by the main insurer, Solar Assistance will bear the repair costs including materials, assembly, and transport, excluding inspection costs. You are entitled to restoration of the installation to the state it was in before the damage event, whereby the production of energy is restored as much as reasonably possible to the level before the damage event. The deductible is 750.00 euros including VAT per claim.
1.5 Compensation for production loss
If we do not succeed in resolving the damage within 2 days after notification of the material damage, resulting in production loss, you will be compensated from the 16th day. For systems up to 30 kWp, the compensation consists of a flat rate of 2.00 euros per kWp installed capacity per day, with a maximum of the actual loss of income per kWp per day, for a maximum period of 26 weeks.
As a customer with a Solar Comfy plan, you do not have to report problems with your installation yourself. We will contact you.
The actual loss of yield is calculated according to the formula B = Gvp x GSC x electricity rate.
Lost production during periods in which the entire installation has failed due to calamities such as grid failure, vandalism, abuse, or exceptional storms of heavy pollution, is not included in the estimate of the lost production. The damage or loss of production resulting from these external and unforeseen events is not included in the calculation of the compensation.
A power outlet for the monitoring device shall be provided by the customer.
4.1 For services or works that do not fall under the agreement, the rates in the appendix apply. As a Solar Comfy customer, you enjoy a 10% discount on these service rates.
4.2 If a defective part is still under factory warranty, we will take care of the full follow-up and free replacement. We coordinate everything with the manufacturer and ensure that defective parts are replaced correctly and quickly. If the problem falls outside the warranty, a transparent approach with discounts for repairs and interventions applies. This keeps the cost under control and avoids unnecessary loss of efficiency.
5.1 Solar Assistance undertakes to perform all services to be provided with care and according to the rules of good workmanship. The performances to be delivered are obligations of means.
5.2 Execution periods specified by Solar Assistance are indicative. Solar Assistance shall execute the specified periods to the best of its ability and inform the customer in a timely manner in case of delay.
5.3 All damage reported within 6 weeks after payment of the first invoice will be carried out at standard service rates. After this waiting period, all damage is covered by the insurance policy.
6.1 The duration of the agreement, the tacit renewal, and the termination modalities are stated in the box on the first page of the signed agreement.
6.2 Each party may terminate the agreement immediately by registered letter, without prior notice of default, if the other party is clearly insolvent or is in a collective debt settlement, in case of proof of fraud, or in case of a serious or persistent shortcoming that is not remedied within 2 days after notice of default by registered letter or by email.
6.3 Upon termination, Solar Assistance will immediately stop providing services under the agreement and outstanding invoices for performances already delivered will become due.
7.1 The customer expressly acknowledges having read and approved the general terms and conditions of Solar Assistance prior to signing.
7.2 The agreement constitutes the entire agreement between the parties and replaces all previous written and oral agreements and accords regarding the same subject matter.
7.3 The rights and obligations under the agreement cannot be transferred by the customer without the prior written consent of Solar Assistance.
7.4 Communications and notifications shall be made by registered letter or by email to the addresses stated at the beginning of the agreement, or to any other address communicated by one of the parties to the other party at least 10 days in advance by registered letter.
7.5 If you have a complaint, please first contact info@solar-assistance.be. If we cannot reach a solution together, you can contact the Consumer Mediation Service, Koning Albert II laan 8 bus 1, 1000 Brussels, contact@consumentenombudsdienst.be, or the European ODR platform via ec.europa.eu/odr.
