Cancellation Policy

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Cancellation Policy
 Cancellation Policy Policy 1.1 Customer’s right to cancel A customer has the right to cancel for any reason within 10 calendar days of signing the agreement per the ”Notice of Cancellation” section in the Sunrun Customer Agreement. A customer may cancel beyond the 10 day window and before M1, but will not be eligible to receive a deposit refund. Sunrun will honor written and verbal cancellations directly from the customer. The customer should sign and send the “Notice of Cancellation” section of their contract to Sunrun ([email protected]). Alternatively, a cancellation notice that explicitly states that the customer would like to cancel their contract can be sent in lieu of the notice of cancellation pages. The customer can also choose to cancel their agreement over the phone by calling Sunrun Customer Care. Verbal cancellations can only be made directly to Sunrun Customer Care. If the customer notifies the partner of their decision to cancel, the partner should advise the customer to cancel their agreement with Sunrun per the terms of the contract and provide Sunrun’s contact information. A partner or sales rep cannot submit for cancellation without proof directly from the customer. 1.2 Cancellations due to lack of activity exceeding 180 days A Sunrun agreement will be deemed void if installation does not commence within 180 days from the date that Sunrun counter‐signed the customer agreement. This is in line with the policy outlined in Section 4 of the Sunrun Customer Agreement. If the delay is caused by Sunrun/Partner, the customer may cancel. If the delay is caused by the customer, Sunrun may cancel. A customer‐signed revised agreement or change order reinstates the 180‐day period. Approval of M1 proof constitutes initial project activity. Post M1, the project cannot be cancelled due to lack of activity by the standard process as specified in section 1.1. The partner cannot cancel the contract due to customer unresponsiveness within 180 days. 1.3 Cancellations are final All cancellations will have a 48 hour window to “save the deal” from the time the cancellation notification is sent. A cancellation notification will be sent to the sales rep and partner ops. Beyond this window, all cancellations are final and cannot be reversed. If Sunrun accepts a notice of cancellation from the customer or from the partner on the customer’s behalf, the contract is void. If circumstances change outside of the 48 hour window and the customer wishes to pursue home solar service with Sunrun again, the customer will need to sign a new agreement. Page 1