Online Services Terms and Conditions
Last updated: 21 January 2026
Key terms to be aware of
This Agreement applies to your use of our Online Services (as defined below). These terms and conditions are important and you should read them fully. However, we have set out below some key terms that you should be aware of:
1.We are not liable for your use of, and reliance on, our Online Services (see clause 4 and 6 of this Agreement).
To the extent permitted by law and unless arising from our fault, breach of this Agreement or negligence, Sol Distribution is not liable to you for: your failure to comply with this Agreement; or any error in or omissions from, any information referred to or made available in the Online Services or any loss suffered by you or any person that relies on such information or its accuracy, completeness or reliability.
2.We may provide your personal information that we collect in connection with your use of our Online Services to a third party for the purposes described in our Privacy Policy as well as other privacy collection notices we may provide to you.
As part of interacting with our Online Services, we may collect your data, including your personal information. We may also collect information about how you interact with our Online Services via cookies, pixels and similar tracking technologies. We may share this with our service providers or other people and organisations when we need to for the purposes described in section 4 of our Privacy Policy as well as our Cookies Notice and other privacy collection notices we may provide to you.
3.Our Online Services may provide information that may be inaccurate and that is not a substitute for professional advice (see clause 6 of this Agreement).
Our Online Services has a functionality that lets you explore your energy profile and telecommunications profile. These contain estimates and indicative figures only and you agree that you will not rely on this in place of your actual bills.
You also understand that some of our Online Services, such as our ChatBox (SalesIQ) may use generative artificial intelligence (GenAI), and its outputs may be inaccurate and not represent Sol Distribution’s views in relation to your particular question. It is your responsibility to check any critical information and disclaimers.
Subject to statutory consumer guarantees under the Australian Consumer Law in connection with our supply of the Online Services under this Agreement, and to the extent permitted by law, Sol Distribution is not responsible for any loss that may arise as a result of your reliance on information that may have been generated using GenAI.
1. About these terms and conditions (Agreement):
a. This Agreement governs you (whether personally or on behalf of a company) and Sol Distribution (us, we or our), in relation to your access to and use of the Sol Distribution online services, including but not limited to:
i. those provided at www.sol-distribution.com.au/myaccount (My Account),
ii. any other web or mobile based portal or system,
iii. any other online or mobile service, including this website; or
iv. our chat services (SalesIQ), (together, Online Services).
b. The Online Services enable you to view, manage and find relevant information about certain Sol Distribution products and services, including services that have been linked to your My Account profile. If you interact with our chat services, it may use generative artificial intelligence to respond to your queries by drawing on relevant information that Sol Distribution has previously published.
c. This Agreement sets out the terms on which we agree to give you access to use of the Online Services. Other terms and conditions contained in the Privacy Policy, Terms & Conditions, and our websites also form part of our agreement with you. Please read them carefully before proceeding.
2. General
a. You must comply with all applicable Laws in accessing and using the Online Services and you mustn’t do anything with the Online Services which is not authorised under this Agreement.
b. In order to use the Online Services, you are required to have a compatible device, internet access, and the necessary minimum specifications which may change from time to time as we update our software.
c. You acknowledge and agree that:
i. any software or hardware (including computers, computer systems or other communications devices) that you use to use or access the Online Services is in your sole responsibility and control, and must be properly functioning, free from viruses, bugs, malicious codes or other threats that may result in disruption and connected to the Internet in order for the Online Services to be provided;
ii. we are not responsible in any way for your Internet network, computer, mobile phone or data including its set-up, maintenance and cost (including data usage costs) associated with your use of the Online Services;
iii. the operation and availability of the Online Services is dependent on the availability and functioning of certain services including telecommunications, third party hosted web-based chat services and other third party services. We do not control these services and are not responsible for these services or the effect on the Online Services; and
iv. we may be required to test or maintain the Online Services and associated equipment, hardware and software used to provide the Online Services from time to time, which may result in downtime or suspension of the Online Services. To the extent permitted by law, we have no liability for any loss whatsoever arising from or in connection with such testing or maintenance action, unless arising from our fault, breach of this Agreement or negligence.
d. When using the SalesIQ chat box, you agree that you will not use it:
i. in a manner which does not comply with these Online Services Terms and Conditions or any other applicable Sol Distribution terms and conditions;
ii. for any illegal, harmful or abusive purposes or activities;
iii. to violate the rights of any other person or third party;
iv. to generate content that is obscene, defamatory, threatening, that infringes any other person's rights or is otherwise inappropriate;
v. to submit content that you do not have permission to provide to Sol Distribution;
vi. to mislead or misrepresent to anyone that its Output was created by a human;
vii. to jailbreak, manipulate or override our chat services in any way as to produce content not reasonably expected of it;
viii. to attempt to or assist anyone to reverse engineer, decompile or discover the source code or underlying components of our chat services, including our models, algorithms, or systems (except to the extent this restriction is prohibited by applicable law);
ix. to interfere with or disrupt our chat services, including to introduce or otherwise distribute any software virus or malware, circumvent any rate limits or restrictions or bypass any protective measures or safety mitigations we put on our chat services; or
x. to assist or encourage anyone to do any of the above.
e. Sol Distribution reserves the right to throttle, limit, disable, suspend, or terminate your ability to use or access our SalesIQ chat box, at any time, in our sole discretion and without prior notice to you.
3. Intellectual property
a. All intellectual property rights in the Online Services belong to us or our licensors. We grant to you, and you accept, a non-exclusive, non-transferable limited licence to use the Online Services strictly in accordance with this Agreement, for the purposes of viewing, managing and finding relevant information about Sol Distribution products and services, including services that have been linked to your MyAccount profile.
b. Any intellectual property developed or created by you during the performance of this Agreement (including for the avoidance of doubt any feedback, ratings or comments you make in the Online Services or content you generate using our chat services) vests in us immediately upon its creation and you assign all right, title and interest in such Intellectual Property to us and will do any further acts or execute any documents required by us to effect such assignment.
c. You must not breach an obligation to another person in respect of intellectual property rights or infringe any intellectual property rights of another person. It is your responsibility to obtain all necessary permissions and consents (including from any third parties) to provide us with any information (including via our chat services).
d. If you use our SalesIQ chat box, you may input text to ask a Sol Distribution related query (Input). The Input will be used by the SalesIQ chat box to generate an output which may consist of a combination of text, product recommendations, and links to products and services and articles published by Sol Distribution (Output).
e. You acknowledge and agree that if you choose to submit Inputs:
i. you must own or have the right to submit those Inputs;
ii. you must not submit any Inputs that infringe or otherwise breach any intellectual property rights (including copyright, database right, or trademark right) of any person or other third party;
iii. any Input will comply with this Agreement;
iv. you are solely responsible for your Input; and
v. you grant us (and our licensors) an irrevocable, perpetual, non-exclusive, royalty-free and worldwide licence to use, copy, modify, distribute, publish, and process your Inputs without further consent from, or notice and/or compensation to, you.
f. We may use and retain Inputs that you choose to input into our SalesIQ chat box and Outputs to maintain, develop and improve our SalesIQ chat box and our business more generally, or to comply with applicable laws and regulatory obligations.
4. Liability
a. You may be entitled to statutory consumer guarantees under the Australian Consumer Law in connection with our supply of the Online Services under this Agreement, and you may also be entitled to rights in relation to your use of the CDR, under the Competition and Consumer Act. Nothing in this Agreement is intended to exclude, restrict or modify the application of those guarantees or other rights.
b. Subject to sub clause (a) and to the extent permitted by law:
i. apart from statutory consumer guarantees under the Australian Consumer Law and any other non-excludable statutory rights, any other guarantees, conditions and warranties, express or implied, by law, custom or otherwise are excluded and our liability for any Loss arising from a breach of such excludable guarantees, conditions and warranties, or this Agreement, is limited to the supply of relevant Online Services again or the payment of the cost of having such Online Services supplied again;
ii. either party to this Agreement (the first party) will not be liable for any loss which the other party pays, suffers, incurs or is liable for, for any reason, including as a result of delay, or any act, advice, matter or thing done or permitted or omitted to be done by the first party (including its employees, contractors or agents) in any way connected with or arising out of this Agreement (unless the loss is covered by non-excludable statutory guarantees or rights, or the first party is at fault, has breached the agreement or has been negligent);
iii. while we will use reasonable care in providing the Online Services to you, we can’t guarantee that the Online Services will always be free from faults and we make no guarantees in relation to the availability, suitability, reliability or security of our Online Services or that the Online Services and the facilities that make it available will not cause damage, or are free from any computer virus or any other defects or errors; and
iv. we may ask you to provide additional details or require you to confirm your details to enable us to continue to provide you Online Services. You agree to provide us with current, complete and accurate details when asked to do so.
5. Variations
a. To the extent permitted by law, we may modify, upgrade or make other changes to the Online Services from time to time in our absolute discretion.
b. Sol Distribution may vary this Agreement at any time. If we do so, and we reasonably consider that any such variation causes you no detriment, we will provide you with written notice of the variation as soon as practicable.
6. Accuracy of information and other disclaimers
a. The information and content contained in, or accessible through, the Online Services is general information only (unless otherwise explicitly stated) and does not constitute legal, financial or other professional advice.
b. Products and services referred to in the Online Services are only available in Australia and in some cases may only be available in a particular State, Territory or area of Australia. Unless otherwise stated, nothing in the Online Services constitutes an offer for the supply or goods or services, or a promise or representation that Sol Distribution will supply any goods or services.
c. By using our SalesIQ chat box, you agree and understand that:
i. in some circumstances Outputs of our chat box may be generated by GenAI and have not been created or reviewed by a human being. Due to the nature of GenAI, Outputs may be inaccurate, include errors and may not represent Sol Distribution’s views in relation to your particular question. Sol Distribution has no responsibility for information contained in third party links which may be included in Outputs generated by GenAI;
ii. you assume full responsibility for your use of Outputs and any consequences that may arise. You must use discretion before relying on or otherwise using Outputs provided by the SalesIQ. Sol Distribution does not accept any responsibility for any loss which may arise from your reliance on any Output provided by our chat services; and
iii. our SalesIQ chat box is provided to you free of charge and is intended to provide general information only. It is not intended to provide or act as a substitute for professional advice tailored to your specific circumstances, such as advice from an energy consultant or financial advisor. Please verify any critical information, including by checking the relevant website citation provided as part of the Output, reviewing any applicable disclaimers, and, if required, obtaining professional advice.
d. Except to the extent that warranties or representations are implied by law and cannot be excluded, or are made expressly by Sol Distribution (e.g. clearly stated to be a guarantee, subject to any applicable conditions), we make no warranty or representation regarding the quality, currency, accuracy, reliability, performance, completeness or fitness for purpose of any part of the information and content referred to or made available in the Online Services, or on any pages or sites linked to the Online Services
i. To the extent permitted by law, and unless arising from our fault, breach of this Agreement or negligence, we accept no liability for:
ii. any errors in, or omissions from, any information referred to or made available in the Online Services; or
iii. any loss suffered or incurred by you or any person arising from or in connection with you or that person placing any reliance on the information or its accuracy, completeness, currency or reliability.
e. We are not responsible for the information or content of any site not owned by Sol Distribution that is accessed, or linked to, via the Online Services. Links to other sites are provided for convenience only and do not represent any endorsement, sponsorship or approval of the products or services offered by the site owner or the information or content on such sites.
7. Termination
a. You may terminate this agreement at any time by providing us with 3 days’ notice and discontinuing your use of the Online Services.
b. To the extent permitted by law, we may terminate this Agreement or suspend your account (and any related accounts) and your access to the Online Services at any time upon 7 days’ notice.
c. Without limiting the foregoing, and to the extent permitted by law, if, we reasonably consider that you have engaged in, or your Online Services access is involved in, any fraudulent, unlawful or dishonest activity (including if you substantially breach any of your obligations under this Agreement) we may withhold or suspend our performance of this Agreement immediately, without affecting our accrued rights and obligations.
8. Security
a. You must keep your login details and any other credentials or identifiers used to access the Online Services secret and ensure that you check your email for any relevant updates we may send you.
b. If you store credit card details on your mobile phone, please protect your security with a security code.
c. While you’re logged in to Online Services, anyone with access to your phone or computer screen will be able to view the information provided in the Online Services. We recommend using a screen lock passcode if others have access to your phone or computer, particularly if you are using Online Services for payments.
9. Governing law
9.1 These terms and conditions are governed by the laws of the State of New South Wales, Australia.
10. Payments
10.1 If you are using a payment facility available in the Online Services, these terms and conditions apply to you.
10.2 You must not pay, or attempt to pay, through any fraudulent or unlawful means.
a. Payments by Credit Card:
i. For existing accounts, with your permission, we can securely store your credit card information in your Sol Distribution Online Services account to save you time when making future payment.
ii. For account payments, processing fees may apply to the total payment amount for credit and debit cards, as set out in your fee schedule.
iii. Any account payments submitted before 6pm AEST will reach your account by the next business day. Any payments submitted after 6pm AEST will take up to 2 business days to reach your account.
iv. If you have paid your outstanding bills in full, you can disregard any payment reminder notices during this period.
b. Stored Payment Methods Interpretation
i. You agree and acknowledge that we may collect, use and disclose the Payment Methods (defined below) which you provide to Sol Distribution in accordance with these terms and conditions.
- Stored Payment Method is the digital data repository used by Sol Distribution to store Stored Payment Methods (defined below).
c. Collection of details
i. Sol Distribution collects payment details (including, but not limited to, the details of any credit card, debit card or email address associated with any payment account) from you when you make a payment to Sol Distribution or request a refund using an accepted payment option (including by phone, online, or bank deposit or such other payment option approved by Sol Distribution from time to time).
- You agree that any Payment Method you provide will be available to Sol Distribution to use in accordance with your authorisation and Privacy Policy.
d. Secure storage of Payment Methods
i. The relevant Payment Method (which is tokenised in the case of credit and debit card details) and the Payment Option (including any standing authority) used to make a payment to Sol Distribution are stored by Sol Distribution (Stored Payment Methods).
- All Stored Payment Methods will be held securely by Sol Distribution and, if required, stored by Sol Distribution in accordance with Payment Card Industry Data Security Standard (PCI DSS) information security standard requirements and otherwise as required by law.
e. Usage of Stored Payment Methods
i. Stored Payment Methods can be used by Sol Distribution and you to make any payments to Sol Distribution for products and services using any Payment Option authorised by you. No payment will be processed without your authorisation.
- Sol Distribution reserves the right to charge a payment processing fee for the use of a particular Payment Option. Bank transaction fees and Government taxes may also apply. The amount of any payment processing fee is set out in the fee schedule to your agreement with Sol Distribution.
- Any credit or refund made to you by Sol Distribution may be refunded using your Stored Payment Methods.
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f. Adding, Changing or Removing new Payment Methods
If you wish to add new Payment Methods which have not yet been used to make a payment and are not currently stored by Sol Distribution, you can provide new Payment Methods by logging in to My Account, contacting our Sales Admin team or such other method made available by Sol Distribution from time to time.
You may also change or remove any of your Stored Payment Methods at any time by logging in to My Account, contacting our Customer Solutions team or such other method made available by Sol Distribution from time to time.
11. In this Agreement Sol Distribution means,
New South Wales: Sustainable Business Energy Solutions t/a Sol Distribution (ABN 21 131 625 600) of Level 24, 200 George Street, Sydney, NSW 2000;
12. Privacy and Direct Marketing
Please refer to Sol Distribution’s Privacy Policy for more information.
When you use our Online Services, cookies, pixels, tags and similar tracking technologies (referred to collectively as ‘cookies’) may be used to collect certain information about these interactions, such as device and browser characteristics (e.g. device model, browser type and operating system), IP addresses, time and date stamps, and information about the pages you visited on our website and how you interacted with those pages (including links clicked and data selected/entered). For more information about the types of cookies we use and how to opt out of Third-Party Marketing cookies, see our Cookies Notice.
14. Contact Details
If you have any queries or complaints regarding our Online Services, you can contact us.