Terms & Conditions

Website Terms of Use

Last Updated: August 2026

1. Introduction & Acceptance of Terms

• This website is owned and operated by Sunlover Heating (“we”, “us”, “our”, “Sunlover”).
• By accessing, browsing, or using this website, you (“User”, “you”) acknowledge that you have read, understood, and agree to be bound by these Terms of Use, along with our Privacy Policy.
• If you do not agree to these terms, you must immediately discontinue using this website.

2. Intellectual Property Rights

• All content on this website—including but not limited to logos, trademarks, text, graphics, images, product designs, technical specifications, manuals, downloads, and underlying software code—is the property of Sunlover or its licensors and is protected by Australian and international copyright and intellectual property laws.
• You are granted a limited, non-exclusive, non-transferable licence to view, download, and print website materials solely for personal, informational, or authorised B2B trade catalogue browsing.
• You must not copy, reproduce, modify, republish, distribute, sell, or commercialise any content or trademarks from this website without explicit written consent from Sunlover.

3. Website Purpose & Product Information

• This website provides general information, product technical specifications, user manuals, and trade catalogues for pool heat pumps, pool equipment, and related accessories.
• Not a Sale Contract: Content on this website does not constitute a binding legal offer or contract of sale. All equipment sales, wholesale trade purchases, credit terms, and official product warranties are governed separately by the official Sunlover sales invoices, credit agreements, and trade terms.
• Accuracy: While we endeavour to keep product specifications, dimensions, and descriptions up to date, minor inaccuracies or manufacturer updates may occur. Product images are for illustrative purposes only.

4. Acceptable Use Policy

When using this website, you agree not to:

• Use the site for any unlawful purpose or in violation of local, national, or international laws.
• Attempt to gain unauthorised access to our servers, website infrastructure, administrative databases, or user accounts.
• Introduce viruses, malware, trojans, worms, logic bombs, or other harmful digital code.
• Use automated scrapers, bots, spidering tools, or data-extraction tools to scrape website content, images, trade prices, or technical data without prior authorisation.
• Impersonate any person or entity or misrepresent your affiliation with Sunlover or any third party.

5. Account Registration & Security

• If you create an account on our website (such as a Trade Portal or Dealer Account), you are responsible for maintaining the confidentiality of your login credentials and password.
• You accept full responsibility for all activities that occur under your account.
• You must notify Sunlover immediately if you suspect any unauthorised use or security breach of your account.

6. Installer Network & Third-Party Links

• Third-Party Links: This site may contain links to third-party websites, manufacturer portals, or external resources. These links are provided solely for your convenience. Sunlover does not control, endorse, or accept responsibility for third-party content, privacy policies, or practices.
• Installer Referrals: Any trade locator tools, dealer finders, or installer network directories hosted on this website are provided purely as an informational service. Referred trade installers operate as independent businesses. Sunlover accepts no responsibility or liability for third-party installer advice, quotes, or workmanship.

7. Warranty Disclaimers

• This website and all content, materials, downloadable documentation, and services provided herein are made available on an “as is” and “as available” basis without warranties of any kind, either express or implied.
• Sunlover does not warrant that the website will operate error-free, uninterrupted, free of viruses or bugs, or that any defects will be immediately corrected.

8. Limitation of Liability

• To the maximum extent permitted by applicable law, Sunlover, its directors, employees, and agents shall not be liable for any direct, indirect, incidental, consequential, special, or punitive damages arising from:

• • Your access to, use of, or inability to use this website.
  • Any errors, omissions, or inaccuracies in website content or product specifications.

• Security breaches, unauthorised access, or loss/corruption of data resulting from website usage.

• • Actions taken based on information provided on this website.

9. Account Termination & Access Restriction

• Sunlover reserves the right, in its sole discretion and without prior notice, to suspend, disable, or terminate your access to the website (or your user/trade account) if we believe you have breached these Terms of Use, engaged in fraudulent activity, or misused the website.

10. Governing Law & Jurisdiction

• These Terms of Use are governed by and construed in accordance with the laws of the State of Victoria, Australia.
• Any disputes arising in connection with this website shall be subject to the exclusive jurisdiction of the courts of Victoria and the Commonwealth of Australia.

11. Changes to Terms

• Sunlover reserves the right to modify, update, or revise these Website Terms of Use at any time without prior notice.
• Any changes become effective immediately upon posting to this website. Your continued use of the website following any updates indicates your acceptance of the revised terms.

12. Contact Information

For any questions regarding these Website Terms of Use, please contact Sunlover via the contact details provided on our website.

Privacy Policy

Last Updated: August 2026

1. Overview & Commitment

• Sunlover (“we”, “us”, “our”) is committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
• This Privacy Policy outlines how we collect, use, disclose, and safeguard your information when you visit our website, submit inquiries, or use our trade portal services.

2. Information We Collect

We collect personal information that you voluntarily provide to us, as well as technical data generated by your website visit:

• Contact & Inquiry Data: Name, business/company name, email address, phone number, state, and inquiry details submitted through our contact forms, warranty registration forms, or quote requests.

• Trade Account Data: Business details, ABN/ACN, licence numbers, and contact credentials submitted when applying for or logging into a Trade/Dealer portal account.

• Automated Technical Data: IP address, browser type, device identifiers, referring website addresses, pages viewed, and access times automatically recorded via web server logs and analytics tools.

3. How We Use Your Information

We collect and use your personal information for legitimate business purposes, including to:

• Respond to your inquiries and fulfil requests for product information, brochures, or manuals.
• Process trade account registrations and manage B2B account access.
• Connect you with authorised trade installers or dealers if you request an installer referral.
• Manage manufacturer warranty registrations and process technical support inquiries.
• Improve website functionality, product offerings, and user experience through website analytics.
• Send relevant trade updates, product technical bulletins, or promotional communications (you may opt out of marketing communications at any time).
• Direct Marketing: We may use your contact details to send relevant product updates, technical bulletins, trade communications, promotional offers, or marketing communications where permitted by law. Electronic marketing communications will identify Sunlover as the sender and include a functional unsubscribe option. You may opt out of marketing communications at any time, and we will honour unsubscribe requests in accordance with applicable law, including the Spam Act 2003 (Cth).

4. Cookies & Tracking Technologies

• Cookies: Our website uses “cookies” and similar tracking technologies to store small data files on your device. These help us remember your preferences, keep you logged into secure areas, and analyse web traffic.
• Managing Cookies: You can set your web browser to refuse or block cookies, or to alert you when cookies are being sent. Please note that disabling cookies may affect the functionality of certain website features (such as trade portal logins).
• Analytics: We use third-party analytics tools (such as Google Analytics) to collect anonymous site usage data to help us understand how visitors interact with our catalogue.
• Advertising & Remarketing: We may use third-party advertising and remarketing technologies, including pixels, tags, cookies, or similar tools, to deliver relevant advertising, measure campaign performance, and understand how visitors interact with our website. These technologies may collect technical and usage data such as pages viewed, device information, browser type, and interactions with our website.
• Cookie Preferences: You can manage or disable cookies through your browser settings. Some third-party providers may also offer separate opt-out or preference tools. Disabling certain cookies may affect website functionality or the relevance of advertising displayed to you.

5. Disclosure of Your Information

We do not sell, rent, or trade your personal information to third parties. We may disclose your information only in the following limited circumstances:

• Service Providers: To trusted third-party IT hosting providers, website developers, software vendors, or freight partners who assist in operating our website and business (bound by strict confidentiality).
• Trade Referral Requests: If you explicitly request an installer or dealer referral, we may share your contact details with an authorised independent trade partner in your local area.
• Legal Requirements: Where required or authorised by law, regulation, subpoena, or court order.
• Overseas Disclosure: Some of our service providers, software platforms, analytics tools, email marketing systems, cloud hosting providers, or advertising partners may store, process, or access personal information outside Australia. Where personal information is disclosed to an overseas recipient, we will take reasonable steps to ensure that the recipient handles that information in a manner consistent with the Australian Privacy Principles, unless an exception applies under the Privacy Act 1988 (Cth).

6. Data Security & Storage

• We implement reasonable physical, technical, and administrative security measures to protect your personal information from unauthorised access, misuse, loss, or disclosure.
• While we strive to protect your data, no internet transmission or electronic storage system is 100% secure, and we cannot guarantee absolute security of data transmitted to our site.
• Retention: We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, to provide services, manage warranty and trade account obligations, comply with legal and accounting requirements, resolve disputes, and enforce our terms. When information is no longer required, we will take reasonable steps to securely destroy it or de-identify it.

7. Access, Correction & Enquiries

• Access & Correction: You have the right to access the personal information we hold about you and request corrections if it is inaccurate, incomplete, or out of date.
• Contact Us: If you wish to update your details, opt out of marketing communications, or have a privacy-related inquiry or complaint, please contact Sunlover via the contact details listed on our website.
• Privacy Complaints: If you have a complaint about how we have handled your personal information, please contact us using the contact details listed on our website. We will acknowledge your complaint within a reasonable time and aim to investigate and respond promptly.
• OAIC Escalation: If you are not satisfied with our response to a privacy complaint, you may contact the Office of the Australian Information Commissioner for further information about your privacy rights and complaint options.

Co-ordinated Vulnerability Disclosure Policy

Last Updated: August 2026

1. Our Commitment to Security

At Sunlover, the safety, reliability, and security of our equipment, smart Wi-Fi controllers, digital platforms, and customer data are paramount. We appreciate the invaluable role that security researchers, installers, trade partners, and customers play in helping us maintain robust cybersecurity standards.

If you believe you have identified a potential security vulnerability in any Sunlover product, software, firmware, trade portal, or website infrastructure, we encourage you to report it to us promptly.

2. Reporting a Vulnerability

To report a security vulnerability or bug, please submit a detailed report to our dedicated security contact point:

• Email: sales@sunloverheating.com.au
• Subject Line: Vulnerability Report – [Product Name / Web Portal]

To help us assess and address the issue as quickly as possible, please include:

• A detailed description of the vulnerability and its potential impact.
• The specific product model, firmware version, mobile app version, or URL affected.
• Step-by-step instructions or proof-of-concept code to help our engineering team reproduce the issue.
• Your contact details for follow-up communications.

3. Guidelines & Safe Harbour

When conducting security research on Sunlover products or online systems, we request that you act responsibly and adhere to the following principles:

• No Data Abuse: Do not access, modify, download, or delete customer or trade data.
• No Service Disruption: Do not perform Denial of Service (DoS/DDoS) attacks, spamming, or actions that degrade system performance for our customers.
• Privacy Compliance: Respect user privacy and comply with all applicable privacy laws.
• Co-ordinated Disclosure: Allow Sunlover a reasonable time frame to investigate, validate, and develop a patch or fix before publicly disclosing any details.

If you conduct your research in good faith and follow these guidelines, Sunlover will not pursue legal action against you regarding your submission.

4. What You Can Expect From Us

When you submit a vulnerability report following this policy, we commit to:

• Acknowledgement: Confirming receipt of your report within 3 to 5 business days.
• Assessment: Investigating and validating the reported vulnerability with our product development team.
• Remediation: Developing and deploying an appropriate firmware patch, software update, or system fix as efficiently as possible.
• Communication: Keeping you informed of our progress throughout the remediation process.

5. Smart Device Security & Software Updates

In support of recognised cybersecurity practices for connected consumer and commercial hardware:

• Unique Passwords: Sunlover connected controllers and hardware do not ship with universal default passwords.
• Security Update Support: We provide security update support for all connected products for a minimum period specified on individual product spec sheets from the date of release.

Conditions of Sale

1. General & Binding Contract

• Application: These Conditions of Sale apply to all quotations, purchase orders, invoices, and sales of products supplied by Sunlover (“we”, “us”) to any purchaser (“Customer”, “Purchaser”).

• Contract Formation: A binding agreement is formed upon Sunlover issuing an order confirmation, invoice, or dispatching goods.

• Precedence: These Conditions override any inconsistent terms or conditions contained in a customer’s purchase order or communication, unless explicitly agreed to in writing signed by an authorised representative of Sunlover.

2. Quotations, Pricing & Taxes

• Validity: Quotations are valid for 30 days from the date of issue unless otherwise specified in writing.
• Pricing: All trade pricing is quoted exclusive of Goods and Services Tax (GST), freight, delivery fees, and transit insurance unless expressly indicated otherwise.
• Price Adjustments: Sunlover reserves the right to adjust quoted prices prior to dispatch in the event of unexpected exchange rate fluctuations, manufacturer price increases, or government tax/duty changes.

3. Orders & Modifications

• Order Accuracy: The Customer is solely responsible for ensuring the accuracy of all purchase orders, product codes, dimensions, specifications, and quantities.
• Variations & Cancellations: Orders for custom-manufactured equipment, non-standard items, or special production runs cannot be cancelled or modified once processing or manufacturing has commenced. Standard order cancellations are subject to written approval from Sunlover and may incur a restocking fee.
• Returns & Incorrectly Ordered Goods: Goods may only be returned with prior written approval or return authorisation from Sunlover and must be unused, undamaged, in original packaging, and accompanied by proof of purchase. Goods must not be returned until Sunlover has issued a return authorisation or written return approval. Returns for incorrectly ordered goods, duplicate orders, or change-of-mind purchases may be refused or accepted subject to inspection, freight arrangements, and a restocking fee. Custom-made, special-order, discontinued, installed, modified, damaged, or used products are not returnable unless required by law.

4. Payment Terms, Default & Debt Recovery

• Payment Due Date:
  • Trade Account Holders: Payment is strictly due in accordance with approved credit terms.
  • Non-Account / Cash Sales: Full payment in cleared funds is required prior to dispatch or collection.
• Late Payment Interest: Overdue accounts will accrue interest at the rate of 1.5% per month (calculated daily) from the due date until paid in full.
• Debt Recovery Expenses: If an account remains unpaid past the due date, the Customer agrees to pay all collection costs incurred by Sunlover, including debt collection agency commission fees (at a minimum of 25% plus GST) and all associated legal fees on an indemnity basis.

5. Delivery, Freight & Transit Risk

• Delivery Estimates: Delivery lead times and dispatch dates provided by Sunlover are estimates only. Sunlover accepts no liability for freight delays caused by third-party carriers, supply chain disruptions, weather events, or force majeure.
• Passage of Risk: Risk of loss or damage to the goods passes to the Customer immediately upon delivery to the nominated address, or upon handover to the Customer’s carrier/courier.
• Transit Damage & Claims: The Customer must inspect all shipments upon delivery. Any claims for transit damage, shortages, or incorrect items must be lodged in writing with full photographic evidence within 48 hours of delivery receipt.
• Force Majeure: Sunlover is not liable for delay or failure to perform any obligation where performance is prevented, hindered, or delayed by events beyond its reasonable control, including natural disasters, severe weather, fire, flood, pandemic, epidemic, labour disruption, transport or shipping delay, supply chain disruption, cyber incident, utility failure, government action, import restriction, material shortage, or supplier failure. Sunlover will take reasonable steps to minimise the impact of any such event and may suspend performance for the duration of the event.

6. Retention of Title & PPSA

• Ownership: Ownership and legal title of all supplied equipment remain with Sunlover until the Customer has paid all invoices and outstanding amounts owing to Sunlover in full in cleared funds.
• PPSA: These Conditions constitute a Security Agreement under the Personal Property Securities Act 2009 (Cth) (“PPSA”). The Customer grants Sunlover a purchase money security interest (PMSI) in all goods supplied under credit terms until full payment is received. Sunlover reserves the right to register its security interest on the Personal Property Securities Register (PPSR).
• Right of Entry: If the Customer defaults on payment, Sunlover or its authorised agents reserve the right to enter any premises where the goods are stored to repossess and dismantle supplied equipment.

7. Installation & Independent Trade Network

• Licensed Trade Requirement: Heat pumps and electrical pool equipment must be installed by qualified, appropriately licensed trade professionals (e.g., licensed electricians and plumbers) in strict accordance with local regulations, Australian Standards, and Sunlover installation manuals.
• Product Suitability & Site Conditions: The Customer is responsible for confirming that products ordered are suitable for the intended application, pool size, hydraulic design, electrical supply, environmental conditions, water chemistry, installation location, ventilation, drainage, clearances, and local regulatory requirements. Recommendations provided by Sunlover are general in nature unless confirmed in writing following review of complete site-specific information.
• Independent Installers: Any introduction, trade directory listing, or referral to an authorised installer or pool technician is provided as a courtesy only. Installers operate as independent businesses and are not employees, agents, or subcontractors of Sunlover. Sunlover accepts no responsibility or liability for third-party installation quotes, workmanship, or site damage.
• Changes to Product Specifications: Sunlover may alter, update, substitute, discontinue, or improve product specifications, components, packaging, software, firmware, documentation, or design features at any time, provided any supplied product remains substantially fit for its intended purpose and complies with applicable law.

8. Warranties & Consumer Protections

• Manufacturer Warranty: All products are backed by the Sunlover standard Manufacturer Warranty policy against component and manufacturing defects, subject to full payment having been received. Warranty coverage requires proof that equipment was installed by a licensed trade professional in accordance with technical manuals.
• Trade Warranty Limitations: Subject to any rights or remedies that cannot lawfully be excluded, restricted, or modified under the Australian Consumer Law or any other applicable legislation, for B2B trade sales the Sunlover warranty obligation is strictly limited to the repair or supply of replacement parts/components and excludes third-party labour charges, site call-out fees, or equipment removal/reinstallation expenses unless specifically agreed under an authorised trade warranty agreement.
• Australian Consumer Law (ACL): For direct retail purchases, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these Conditions excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded, restricted, or modified under the Australian Consumer Law or any other applicable legislation.
• Limitation of Liability: Subject to any rights or remedies that cannot lawfully be excluded, restricted, or modified under the Australian Consumer Law or any other applicable legislation, and to the maximum extent permitted by law, Sunlover excludes liability for any indirect, incidental, or consequential loss, loss of profit, or pool/property damage resulting from equipment failure or improper installation.
• Claims Process: Any claim relating to a defective product, damaged good, incorrect supply, shortage, or warranty matter must be made in writing within the timeframe stated in these Conditions or the applicable warranty policy, together with proof of purchase, product details, photographs where relevant, and any other information reasonably requested by Sunlover.

9. Governing Law

• These Conditions of Sale are governed by and construed in accordance with the laws of the State of Victoria, Australia. The parties submit to the exclusive jurisdiction of the courts of Victoria.

Manufacturer Warranty Against Defects

Statutory Consumer Guarantee Notice

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The benefits given to you by this warranty are in addition to other rights and remedies available to you under the Australian Consumer Law and any other applicable legislation.

Nothing in this warranty excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded, restricted, or modified under the Australian Consumer Law or any other applicable legislation.

Warranty Provider Details

This warranty is provided by Sunlover. Warranty claims and correspondence should be directed to Sunlover via the contact details listed in the “How to Make a Warranty Claim” section below.

Warranty Coverage

Sunlover warrants that all heat pumps, pool equipment, and related components manufactured or supplied by us are free from defects in materials and workmanship under normal use and service. Specific warranty periods for individual product models are specified on the technical specification sheets and product documentation provided at the time of purchase and on this website.

Warranty periods vary by product type, model, component, and application. The applicable warranty period is the period stated in the product warranty table, technical specification sheet, product documentation, invoice, or warranty card supplied with the product at the time of purchase. A defect must appear within the applicable warranty period for the customer to be entitled to claim under this warranty.

Conditions to Claim

To be entitled to make a claim under this Warranty Against Defects, the customer must ensure that:

• The product was purchased new from Sunlover or an authorised distributor.
• The product was installed by a qualified, appropriately licensed trade professional in strict compliance with applicable Australian Standards, local authority codes, and Sunlover installation manuals.
• The equipment has been maintained, operated, and serviced in accordance with normal operating guidelines and recommended pool chemistry standards.
• Proof of original purchase and evidence of licensed installation are provided at the time the claim is submitted.

Warranty Remedies

Upon receiving a valid claim within the applicable warranty period, Sunlover will, at its option:

1. Repair the defective product or component;
2. Replace the defective product or component with an equivalent unit; or
3. Provide a refund for the cost of the defective component.

Claim Expenses & Logistics

The customer is responsible for any freight, postage, or transportation expenses incurred in returning the product or part to Sunlover for technical assessment. If the claim is verified as a valid manufacturing defect covered under this warranty, Sunlover will bear the reasonable return freight costs back to the customer.

This manufacturer warranty covers the repair or supply of replacement parts and components, and excludes third-party labour charges, site call-out fees, or equipment removal and reinstallation costs unless explicitly agreed to in writing under an authorised trade agreement.

If, after assessment, Sunlover reasonably determines that the product does not contain a manufacturing defect covered by this warranty, or that the issue is excluded from warranty coverage, the customer may be responsible for reasonable assessment, freight, service call-out, labour, removal, reinstallation, storage, or return costs, where permitted by law.

Where a warranty claim is accepted, Sunlover will advise the customer whether it will repair the product or component, provide replacement parts or an equivalent replacement product, or provide another remedy available under this warranty or applicable law. Where Sunlover is responsible for reimbursing reasonable expenses incurred in making a valid claim, the customer must provide copies of relevant receipts or evidence of those expenses.

How to Make a Warranty Claim

To lodge a warranty claim, please contact Sunlover with your proof of purchase, product serial number, and installation details:

Warranty claims should include the customer’s name and contact details, proof of purchase, product model and serial number, installation details, installer licence details where applicable, a clear description of the defect, photographs or videos where relevant, and any service or maintenance records requested by Sunlover.

Sunlover will acknowledge receipt of a warranty claim within a reasonable time and will aim to assess the claim promptly after receiving all required information. Assessment timeframes may vary depending on product type, availability of parts, site access, freight timing, and whether technical inspection or third-party testing is required.

• Email: sales@sunloverheating.com.au

• Postal Address: 6–8 Austral Place, Hallam VIC 3803

• Phone: 1800 815 913