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VEU Terms & Conditions

Victorian Energy Upgrades Program customer terms for Greener Upgrade Pty Ltd (ABN 48 659 098 709), VEU Accredited Person A003285.

Version 2.0 · September 2026

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A printable copy of the complete Installation Agreement and Terms & Conditions.

About this agreement

  • This page summarises the Installation Agreement and Terms & Conditions that apply to Victorian Energy Upgrades (VEU) Program work performed by Greener Upgrade Pty Ltd (ABN 48 659 098 709), VEU Accredited Person A003285.
  • The full agreement is made up of these terms, the accepted quotation, any signed VEU documents, schedules, declarations, written variations and written finance or payment arrangements agreed by Greener Upgrade.
  • It should be read together with the relevant quotation, VEEC assignment document, VEU Statement of Rights, product warranties and any written variations agreed between the parties.

Definitions

  • Customer means the person, company, trust, partnership, owner, occupier, tenant, director, authorised representative or other entity accepting the quotation or authorising the Installation Works.
  • Installation Works means all works supplied or arranged by Greener Upgrade, including assessment, supply, delivery, installation, replacement, decommissioning, removal, commissioning, compliance, electrical, plumbing, mechanical, administrative and related services.
  • Product means any air-conditioning system, heat pump, appliance, equipment, component, material, accessory, electrical item, pipework, fixture, fitting or other item supplied or arranged by Greener Upgrade.
  • VEEC means a Victorian Energy Efficiency Certificate created or capable of being created under the VEU Program.

Acceptance, quotations and pricing

  • The Customer accepts this Agreement when they sign a quotation, sign a work order, sign electronically, accept by email, accept through an electronic platform, pay a deposit, schedule installation, permit materials to be delivered, or otherwise request Greener Upgrade to proceed.
  • A quotation is valid for thirty (30) days from the date of issue unless a different validity period is stated in writing.
  • Prices are based on the information available at the time of quotation, including information supplied by the Customer, visual inspection, photographs, site information and assumed site conditions.
  • Quoted prices do not include additional works unless expressly listed in the quotation.
  • Any estimated energy savings, bill savings, operating costs, payback periods, certificate values or rebate amounts are estimates only and are not guaranteed.

VEU Program and eligible activities

  • Greener Upgrade is a Victorian Energy Upgrades Accredited Person with AP Number A003285.
  • We may undertake eligible works under VEU Activities 1, 3, 6, 44 and 47 and any other activity for which we become approved from time to time.
  • Eligibility for any VEU rebate, discount or VEEC depends on the VEU Program rules and requirements that apply at the relevant time.
  • We do not guarantee that any installation will be accepted by the ESC, an auditor, a regulator, or any other body for VEEC creation.
  • The Customer must cooperate with all VEU Program requirements, including signing documents, providing evidence, providing access, allowing photographs, confirming decommissioning and responding to audit or verification requests.

VEEC assignment and rebate benefit

  • Where a rebate, discount, incentive or reduced price is offered, the Customer acknowledges that the commercial benefit is provided in reliance upon the Customer assigning all VEEC rights to Greener Upgrade.
  • The Customer assigns to Greener Upgrade all right, title and interest in any VEECs created or capable of being created in connection with the Installation Works.
  • The Customer must sign all documents and provide all information reasonably required for VEEC creation, assignment, auditing, verification and compliance.
  • Any rebate, discount or VEEC-related benefit is conditional upon the Customer satisfying all applicable eligibility requirements and assigning VEEC rights to Greener Upgrade.

Customer information, eligibility and authority

  • The Customer warrants that all information provided is true, accurate, complete and not misleading.
  • The Customer must provide all documents, identification, property information, equipment information, occupancy details, product details, meter details, photographs, signatures and declarations reasonably required for VEU compliance.
  • The Customer warrants that they are the registered owner of the Property or have obtained all necessary authority from the owner to enter into this Agreement and authorise the Installation Works.
  • If the Customer is a tenant, occupier or representative, they warrant that the owner has authorised the Installation Works and that status has been disclosed to Greener Upgrade.
  • If incorrect, incomplete, false or misleading information causes the installation to be ineligible or causes VEECs to fail, the recovery provisions in this Agreement may apply.

Site access and customer responsibilities

  • The Customer must provide safe, clear and reasonable access to all work areas, including internal areas, external areas, roof spaces, ceiling spaces, switchboards, meter panels, plant areas, garages, driveways, yards and service access points.
  • Adults with authority must be available at the Property when required for access, decisions, approvals and handover.
  • Pets, children and vulnerable occupants must be secured away from the work area.
  • Furniture, valuables, vehicles, fragile items, personal belongings and items that may obstruct the Installation Works must be removed or protected.
  • The Customer must provide accurate information about building construction, existing systems, access restrictions, defects, hazards, asbestos, electrical condition, plumbing condition, drainage, roof condition and any known safety risks.
  • If the Customer fails to satisfy these responsibilities, Greener Upgrade may delay, suspend or reschedule the Installation Works and may charge reasonable re-attendance or delay costs.

Site conditions, safety and compliance

  • Greener Upgrade may suspend or refuse to perform work where unsafe conditions exist or where the work cannot proceed lawfully or compliantly.
  • Additional charges may apply for site conditions not included in the quotation, including asbestos, switchboard upgrades, electrical rectification, plumbing rectification, drainage works, structural works, roof access difficulty, additional pipe runs, equipment relocation, penetrations, fire-rated materials, bollards, platforms, bracketry, cranes, traffic management, permits or other compliance requirements.
  • Existing electrical, plumbing, structural, mechanical or compliance defects identified during installation must be rectified before work proceeds if rectification is required for safety, compliance, manufacturer requirements or network requirements.
  • Such rectification works are not included in the quoted price unless expressly stated in writing.

Additional works and variations

  • Any work outside the scope of the accepted quotation is a variation.
  • Variations may arise due to Customer requests, site conditions, safety requirements, Australian Standards, VEU requirements, ESC requirements, DNSP requirements, manufacturer instructions, product availability or authority requirements.
  • Greener Upgrade will notify the Customer of a variation and the estimated cost where reasonably practicable before performing the variation.
  • Variations may be approved by written signature, email, SMS, electronic acceptance, recorded call confirmation, payment or any other written method accepted by Greener Upgrade.
  • Greener Upgrade may perform immediate work without prior approval where necessary to make the site safe, prevent damage, comply with law, protect equipment or address an urgent safety issue.

Re-attendance and customer-caused delays

  • If Greener Upgrade or its installer attends the Property and cannot complete the Installation Works due to Customer-caused delays, lack of access, unavailable occupants, missing approvals, unsafe conditions, incomplete site preparation, incorrect information, unavailable electricity, blocked work areas or Customer postponement, Greener Upgrade may charge a reasonable re-attendance fee.
  • A re-attendance fee may also apply where additional attendance is required due to Customer-requested changes after scheduling.
  • Greener Upgrade may reschedule the Installation Works at the next available suitable date.

Delivery, storage and cancellation

  • Delivery dates are estimates only and are subject to supplier, manufacturer, freight and scheduling availability.
  • Risk in Products passes to the Customer upon delivery to the Property except to the extent caused by Greener Upgrade negligence or required otherwise by law.
  • The Customer may cancel before Products are ordered, allocated or delivered, subject to any applicable cooling-off rights and any costs already incurred.
  • If the Customer cancels after Products have been ordered, allocated, delivered, manufactured, reserved or specially procured, the Customer may be liable for reasonable supplier cancellation fees, restocking fees, freight, delivery, pickup, administration, permit, compliance and other costs actually incurred.
  • If installation has commenced, the Customer must pay for work performed and reasonable costs incurred up to cancellation.

VEU cooling-off rights

  • Where the VEU Program or applicable law provides a cooling-off right, Greener Upgrade will honour that right.
  • Any cooling-off rights applicable to the VEU Program are separate from general cancellation or change of mind requests.
  • Nothing in this Agreement excludes, restricts or modifies any statutory cooling-off right available to the Customer.

Installation works and subcontractors

  • Greener Upgrade will perform or arrange the Installation Works with reasonable care and skill.
  • We may use employees, installers, subcontractors, licensed trades, delivery contractors, auditors, administration staff and service providers to perform any part of the Installation Works.
  • Installation dates and times are estimates only. We will take reasonable steps to meet scheduled installation dates but are not liable for delays outside our reasonable control.
  • The Customer must not interfere with the Installation Works or direct installers to perform work outside the agreed scope unless Greener Upgrade approves the variation.

Existing equipment removal and decommissioning

  • Where the Installation Works require replacement, removal, decommissioning, destruction or disposal of existing equipment, the Customer authorises Greener Upgrade to perform those actions.
  • Removed equipment may become the property of Greener Upgrade upon removal unless otherwise agreed in writing or required otherwise by law.
  • The Customer must not reuse, reconnect, sell, reinstall or transfer decommissioned equipment where doing so would breach VEU requirements or any law.
  • If the Customer prevents decommissioning, removal, destruction or evidence collection required by the VEU Program, Greener Upgrade may recover losses arising from failed VEECs or rebate ineligibility.

Payment terms

  • Payment is due immediately upon completion unless the quotation, invoice or written payment arrangement states otherwise.
  • Greener Upgrade may require a deposit, progress payment, balance payment, finance approval or cleared funds before ordering Products, scheduling installation or commissioning equipment.
  • The Customer must pay invoices by the due date stated on the invoice.
  • Greener Upgrade may suspend any current or future works where any amount remains unpaid beyond its due date.
  • If the Customer disputes an invoice, they must notify Greener Upgrade in writing promptly and provide reasons and supporting information.

Retention of title

  • Ownership of Products supplied by Greener Upgrade remains with Greener Upgrade until all amounts owing under the Agreement are paid in full.
  • Until ownership passes, the Customer holds the Products as bailee for Greener Upgrade and must not sell, transfer, dispose of, encumber, damage or interfere with them.
  • Where permitted by law, Greener Upgrade may take lawful action to recover Products for which ownership has not passed.

Failed VEECs, rebate recovery and customer default

  • Any rebate, discount, incentive, certificate benefit or reduced price is conditional on VEU eligibility, accurate Customer information, compliant installation, audit acceptance and successful VEEC creation.
  • If VEECs are rejected, cancelled, surrendered, invalidated, reduced or unable to be created due to information, actions, omissions, refusal, non-cooperation, misrepresentation, ineligibility or breach by the Customer, the Customer must reimburse Greener Upgrade for the value of lost, reduced, rejected, cancelled or uncreated VEECs; any rebate or discount applied; reasonable compliance, audit, administration, investigation and recovery costs; any penalty, surrender cost, rectification cost or regulator-related cost; and reasonable legal or debt recovery costs to the extent permitted by law.
  • This clause does not apply where the failed VEEC creation arises solely from the act or omission of Greener Upgrade, its employees, installers or representatives.

Costs of recovery

  • If the Customer defaults under this Agreement, they agree to reimburse Greener Upgrade for all reasonable costs incurred in recovering monies owed to the extent permitted by law.
  • Recoverable costs may include debt collection fees, recovery agent fees, legal costs, court filing fees, tribunal fees, process server fees, enforcement costs, repossession costs, location search fees and other recovery expenses.
  • The Customer also agrees to pay a reasonable administration fee of up to $500 representing internal administration, account management and recovery activities arising from the default.

Product availability and substitution

  • Product availability is subject to manufacturer, supplier, distributor and freight availability.
  • If a quoted Product becomes unavailable, delayed, discontinued, recalled or unsuitable for compliance reasons, Greener Upgrade may offer or supply an equivalent or superior Product with substantially similar or improved functionality, specifications and warranty.
  • A substitution made under this clause does not entitle the Customer to cancel without cost where the substitute Product is equivalent or superior and suitable for the Installation Works.

Warranties

  • Greener Upgrade warrants that Installation Works performed by or on behalf of Greener Upgrade will be carried out with reasonable care and skill.
  • The workmanship warranty period is set out in the quotation or a separate warranty document.
  • Products may be covered by manufacturer warranties, which are provided by the manufacturer and subject to manufacturer terms, exclusions, registration requirements and claim processes.
  • Nothing in this Agreement excludes, restricts or modifies any right, guarantee, warranty, remedy or protection that cannot be excluded, restricted or modified under the Australian Consumer Law or any other applicable law.

Limitation of liability

  • Subject to the Australian Consumer Law and any other non-excludable law, Greener Upgrade is not liable for indirect, consequential, special or economic loss, including loss of profit, loss of revenue, loss of production, loss of opportunity, loss of goodwill or business interruption.
  • Subject to non-excludable rights, Greener Upgrade liability is limited to one or more of the following: repair of goods, replacement of goods, resupply of services, payment of the reasonable cost of repair, payment of the reasonable cost of replacement or payment of the reasonable cost of resupply.
  • Greener Upgrade is not liable for differences between estimated and actual savings, operating costs, energy use, tariff outcomes, payback periods, certificate values or financial outcomes.

Existing property conditions and exclusions

  • Greener Upgrade is not responsible for pre-existing defects, latent defects or concealed conditions at the Property.
  • Examples include roof leaks, structural defects, hidden wiring faults, hidden plumbing faults, asbestos, non-compliant electrical work, water damage, pest damage, corrosion, inadequate drainage, deteriorated materials, previous poor workmanship, lack of access and defects not reasonably visible during quotation.
  • Rectification of pre-existing defects is excluded unless expressly included in the quotation.

Network, distributor and government approvals

  • Some installations may require approval, connection, commissioning, inspection or cooperation from electricity distributors, retailers, DNSPs, government agencies, local councils, regulators, auditors, manufacturers or other third parties.
  • Greener Upgrade is not responsible for delays, conditions, refusals or decisions by third parties outside its reasonable control.
  • Approval outcomes remain at the discretion of the relevant authority or third party.
  • If a third-party requirement causes extra works or costs, Greener Upgrade may issue a variation.

Audits, inspections, photographs and record keeping

  • VEU installations may be subject to audit, inspection, verification, compliance review and record keeping requirements.
  • The Customer agrees to provide reasonable access to Greener Upgrade, the ESC, auditors, regulators, government authorities, inspectors, installers and compliance representatives for inspection or verification.
  • Greener Upgrade may take photographs, videos, serial number records, location records, decommissioning records, customer declarations, signatures, communications and other evidence before, during and after installation.
  • Failure by the Customer to cooperate with audits, inspections or verification requests may affect eligibility under the VEU Program and may result in recovery of losses suffered by Greener Upgrade.

Privacy and information disclosure

  • Greener Upgrade collects personal information for the purpose of providing quotations, supplying Products, arranging Installation Works, administering warranties, processing payments, complying with the VEU Program, creating VEECs, conducting audits, handling complaints and meeting legal obligations.
  • Personal information may include name, address, contact details, property details, installation details, photographs, energy information, equipment information, signatures, eligibility information, identity information and communications.
  • Information may be disclosed to the ESC, government agencies, regulators, auditors, installers, subcontractors, manufacturers, suppliers, DNSPs, retailers, finance providers, debt recovery agents, solicitors, insurers, warranty providers, IT service providers and other parties reasonably required for the purposes of this Agreement.
  • If the Customer does not provide required information, Greener Upgrade may be unable to provide services, apply discounts, create VEECs or complete VEU compliance requirements.

Complaints handling

  • Complaints may be lodged with Greener Upgrade by phone on 1300 643 377 or by email to veu.admin@greenerupgrade.com.au.
  • Greener Upgrade will acknowledge complaints within five (5) business days where reasonably practicable.
  • Greener Upgrade will endeavour to investigate and resolve complaints within twenty-one (21) business days where reasonably practicable.
  • If further time is required, Greener Upgrade will provide updates where reasonable.
  • For VEU Program matters, the Customer may contact the ESC or relevant regulator where applicable.

Force majeure

  • Greener Upgrade is not liable for delay or failure to perform obligations caused by events beyond its reasonable control.
  • Such events may include extreme weather, floods, bushfires, storms, pandemics, illness, accidents, industrial disputes, supplier shortages, manufacturer delays, freight delays, government restrictions, regulator delays, network delays, authority delays, utility interruptions, cyber incidents, war, terrorism or acts of God.

Electronic communications, notices and governing law

  • The parties consent to the use of electronic communications, electronic signatures, electronic records and electronic acceptance methods, which are binding to the extent permitted by law.
  • Notices to Greener Upgrade must be sent to veu.admin@greenerupgrade.com.au unless another address is nominated in writing.
  • This Agreement is governed by the laws of Victoria, Australia and the parties submit to the non-exclusive jurisdiction of the courts and tribunals of Victoria.
  • Nothing in this Agreement prevents a party from exercising rights available under applicable consumer, building, energy, privacy, debt recovery or other laws.

Schedule A – Warranty information

  • Workmanship warranty periods are as stated in the quotation or as required by law.
  • Manufacturer warranties apply separately and are subject to manufacturer terms.
  • The warranty does not cover exclusions listed in this Agreement, misuse, lack of maintenance, unauthorised modification, third-party work or pre-existing defects.

Schedule B – Eligible VEU activities

  • This Agreement may apply to Installation Works under VEU activities for which Greener Upgrade is approved or authorised at the relevant time, including Activities 1, 3, 6, 44 and 47.
  • Eligibility for each activity remains subject to current VEU rules, product requirements, installation requirements, decommissioning requirements, evidence requirements and audit outcomes at the time of installation.

Schedule C – Standard exclusions

  • Unless expressly included in the accepted quotation, the following are excluded: asbestos identification, testing, removal or remediation; switchboard upgrades and meter panel works; structural engineering, builder works, carpentry, plastering, painting, patching and cosmetic repair; roof repairs, roof restoration, leak rectification and roof safety upgrades; additional electrical circuits, trenching, conduit, cabling, bollards, fire-rated sheeting or platforms; internet, Wi-Fi, mobile network connection, customer router configuration or monitoring subscriptions; retailer charges, DNSP charges, council fees, body corporate fees, permit fees and authority charges; customer-supplied equipment and third-party equipment; cranes, scaffolding, traffic management, restricted access equipment or special access; and rectification of pre-existing non-compliant electrical, plumbing, drainage, structural or mechanical defects.
  • If excluded works are required for safety, compliance or completion, Greener Upgrade may provide a variation or the Customer may arrange the works independently using properly qualified trades.

Contact us

For general enquiries, please use our contact page or email info@greenerupgrade.com.au.

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