Support
Draft, pending legal review
This page is a working draft. It is not final and is not yet legally reviewed.
Contact us
| For | |
|---|---|
| Help, billing, cancellations, privacy, complaints | support@solar-split.com |
| The Home Kit waitlist, buying questions | sales@solar-split.com |
We aim to reply within 2 business days (Brisbane time, Monday to Friday, excluding Queensland public holidays). We are a small team, so complex issues may take longer, but we will always tell you what is happening.
What to include in your email
The more we know, the faster we can fix it.
- The email address on your Solar Split account
- The name of your site
- What you expected and what happened
- The date and time it happened (with your time zone)
- Your inverter, battery or meter brand and model
- A screenshot or photo, if you can
- For a Home Kit problem: your hub code and the lights showing on the device
Please never send passwords, vendor login details or full card numbers. We will never ask for them.
How to cancel
- Open your customer portal (the link is in your account and in any Stripe receipt email), or
- Email support@solar-split.com and ask us to cancel.
Cancelling takes effect at the end of the month you have paid for. You keep access until then. There is no cancellation fee. You can export your statements before you go, and you can ask us to delete your data.
How to leave the Home Kit waitlist
Home Kits are not on sale yet, so there is nothing to return and no payment to refund. If you joined the waitlist and no longer want emails:
| How | What to do |
|---|---|
| Fastest | Open the unsubscribe link in any waitlist email and press the button on the page |
| By email | Email support@solar-split.com from the address you joined with and ask us to remove you. We erase your details, keep only your email address so we never email you again, and confirm within 5 business days |
Your rights under the Australian Consumer Law apply no matter what is written here.
Report a wrong calculation
Email support@solar-split.com with the subject "Wrong calculation". Please include:
- the statement period and the site
- which figure looks wrong and what you think it should be
- any bill from your electricity retailer for the same period, if you have one
We will check the readings, tariff settings and calculation version used for that statement and tell you what we find. Each statement keeps its inputs, so we can reproduce it. If we made a mistake, we will fix it and reissue the statement.
Common questions
| Question | Answer |
|---|---|
| My figures look incomplete | A meter or vendor connection may have dropped out. Check the data completeness note on the statement and your connection status |
| My inverter or battery connection stopped | Some vendor connections expire and need renewing. Reconnect from your site settings, or email us |
| Can Solar Split bill my housemate or tenant? | No. Solar Split calculates the split. It does not collect or hold money. You are responsible for how you use the figures and for following the laws that apply to you |
| Do I need an electrician? | For meters, yes. Your electrician installs the meter (use a licensed electrician), and Solar Split does not. The hub itself needs no electrical work |
Privacy requests and complaints
To ask for a copy of your data, correct it, or delete your account, email support@solar-split.com. See the Privacy Policy at /privacy. For complaints, see the Privacy Policy and Terms of Use at /terms-of-use.
Questions about this page: support@solar-split.com. Home Kit waitlist questions: sales@solar-split.com.