Ivy Home Warranty Terms and Coverage » Ivy Charging Network

Ivy Home Warranty Terms and Coverage

Hardware Warranty

For a period of three (3) years from the documented date of installation at the end user’s premises (the "Warranty Period"), this warranty ensures that the Ivy Home Charger will be free from defects in materials and workmanship and that the charging cable for the Ivy Home Charger will be covered for a period of one year.

Exclusions

This Limited Product Warranty does not apply to any unit that:

  1. Has been subjected to abuse, misuse, neglect, negligence, accidents, or improper testing.
  2. Has been improperly installed or stored, subjected to physical stress, exposed to abnormal environmental conditions, or used contrary to the instructions in, or for uses not specified in, the user manual.
  3. Has been reconstructed, repaired, or altered without authorization from Ivy or has been reconstructed, repaired, or altered contrary to specifications in the user manual.
  4. Sustains damage resulting from extreme power surges, electromagnetic fields, or acts of nature.

This warranty does not cover:

  • Design, merchantability, or fitness for particular purposes.
  • Software services for Wi-Fi-connected units, including errors or interruptions.
  • Damage to Wi-Fi-connected charging stations caused by third-party software providers.
  • Cosmetic damages such as scratches, dents, aging, or wear and tear.

Warranty Procedures

To make a warranty claim, the claimant must provide the original purchase invoice, including the date of purchase and installation.

During the Warranty Period, for any allegedly defective unit:

  1. The customer must notify Ivy Charging Network by using the "Contact Us" form on ivycharge.com/contact-us or sending an email to support@ivycharge.com before the expiration of the Warranty Period. Ivy is not the manufacturer of the Ivy Home Charger. Ivy will assist customer with administering the manufacturer’s warranty on the Ivy Home Charger throughout the claim process.
  2. The customer must ship the allegedly defective unit to the designated facility of the manufacturer at the manufacturer’s expense and risk of loss.
  3. If The Manufacturer, upon inspection and testing, determines that the unit is defective and the defect is not caused by any of the factors listed in the exclusions, the unit will be repaired.
  4. The repaired unit will be shipped back to the customer at the manufacturer’s expense and risk of loss.

While the manufacturer is responsible for the total time for repair, the estimated total time for repair is generally 3 to 5 weeks from the time of claim submission to the receipt of a repaired unit, assuming all required documentation and actions are completed promptly.

Important Notes:

  • Customers must not attempt to reconstruct, repair, or alter any unit by themselves or through a third party.
  • The Limited Product Warranty does not cover any on-site labor costs related to uninstalling or reinstalling the repaired unit.

Warranties and Liability

Ivy is not the manufacturer of the home charger or software components associated with the Services and makes no representations, warranties, or conditions regarding the performance or suitability of the EVSE or any software components. Ivy assumes no risk and shall not be responsible or liable for any damages, losses, costs, or injuries (including as a result of EVSE malfunction) arising from or related to the design, construction, supply, installation, maintenance, use, and/or operation of the EVSE.

Limitations of Liability:

  • Ivy will not be responsible for any indirect, incidental, or special consequential damages, even if reasonably foreseeable.
  • If Ivy is unable to perform its obligations under this Agreement due to circumstances beyond its control (e.g., natural disasters, supply chain disruptions), Ivy will be excused from performing those obligations for the duration of such circumstances.

Indemnification:

The customer agrees to indemnify Ivy from all claims, losses, and costs, including legal expenses, arising out of:

  • The Agreement’s termination or enforcement.
  • The supply, use, and/or operation of the EVSE.
  • Claims for injury, death, or property damage associated with the EVSE. This indemnification obligation survives the expiration or termination of this Agreement for any reason.

Customer Responsibilities

To maintain eligibility for warranty service, customers must:

  • Retain proof of purchase, such as a receipt or invoice.
  • Operate the EVSE in accordance with the user manual and avoid unauthorized alterations.
  • Ensure the installation area remains in a safe and functional condition.

Installation Warranty

Installation Workmanship Warranty

Ivy Charging Network (Ivy) is committed to delivering high-quality workmanship and reliable installations. Ivy facilitates the installation of its chargers through certified thirdparty electricians, who provide a 3-Year Limited Warranty (the “Warranty”) on their installation services. This warranty applies exclusively to installation workmanship and covers defects or issues arising from improper installation. The warranty period begins on the completion date of the installation.

Warranty Service

To initiate a Warranty claim, the customer must notify Ivy Charging Network by using the "Contact Us" form on www.ivycharge.com or by sending an email to support@ivycharge.com before the expiration of the Warranty Period.

Include the following details in your request:

  • Full name and address
  • Charger Serial number
  • Date of installation
  • A description of the issue

Once we receive your request:

  1. Initial Assessment: Our team will review your claim and may attempt to resolve the issue by providing you with instructions or assistance remotely through email or phone.
  2. Service Visit: If the issue cannot be resolved remotely, a service visit will be scheduled. Issues which are covered by the Warranty will be addressed at no additional cost.
  3. Non-Warranty Visits: For issues not covered under the Warranty, standard service charges apply.

Ivy must be notified of any potential Warranty claim directly by the customer during the Warranty period in order to process a Warranty claim.

In order to make a Warranty claim, customers must contact support@ivyhome.com to request Warranty-related repair support. To make a Warranty claim, the claimant must provide the original purchase invoice, including the date of purchase and installation. If the issue cannot be resolved remotely, Ivy will dispatch a certified third-party electrician to attempt to resolve the issue. Any services performed by any other person will not be covered by the Warranty, and may void the Warranty (in Ivy’s sole discretion).

Furthermore, claims submitted without prior notification will not be accepted.

Exclusions

This warranty covers only installation workmanship performed on behalf of Ivy by Ivy’s certified third-party electricians. The following are excluded:

  • Equipment which has been subjected to abuse, misuse, neglect, negligence, accidents, improper testing, or other uses not specified in the user manual.
  • Issues resulting from modifications, repairs, or alterations made by anyone other than a certified third-party electrician dispatched by Ivy.
  • Faulty components unrelated to installation including hardware or software provided by a third party or provided by Ivy. Ivy provided hardware and/or software may be covered by Ivy’s Product Warranty.

Post-Warranty Repairs

After the Warranty expires, and for non-Warranty related matters, customers may request service at current standard rates. Rates and fees are available upon request.

Customer Responsibilities

To maintain eligibility for Warranty service, customers are responsible for:

  • Retaining proof of purchase, such as a receipt or invoice.
  • Ensuring that the installation area remains in safe working condition.
  • Following all instructions and guidelines provided during installation.

Liability Limitations

Ivy will not be liable for any loss, damage, or cost exceeding the original purchase price of the installation service. Additionally:

  • Ivy does not assume responsibility for consequential damages, including those related to faulty installations or third-party equipment.
  • Warranty claims related to performance issues will be reviewed on a case-by-case basis. Ivy reserves the right to make the final decision regarding the legitimacy of any claim.

Making a Claim

All Warranty claims must be submitted through support@ivycharge.com. Warranty claims will be assessed based on the conditions outlined in this warranty. Ivy will notify the customer of the decision within 10 business days. Approved claims will be resolved at no cost to the customer for Warranty-covered issues. If a Warranty claim is not approved, Ivy will provide a detailed explanation.

Fairness Policy

Ivy aims to resolve all Warranty claims fairly and consistently. Each case will be reviewed individually to ensure a balanced and transparent resolution process. The final decision will be made in consideration of all factors and in fairness to all parties involved.

This Warranty applies only to installations performed by a certified third-party installer dispatched to perform installation services by Ivy directly. It does not cover installations performed by third –parties not dispatched by Ivy, installation performed by a customer, or by resellers.

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