Ivy Home Warranty » Ivy Charging Network

Ivy Home Warranty

This Ivy Home Warranty Policy applies to all purchasers of the Ivy Home Charger (the 'Charger'). Part A (Hardware Product Warranty) applies to all customers. Part B (Installation Workmanship Warranty) applies only to customers whose Charger was installed by a certified third-party electrician arranged by Ivy Charging Network prior to November 10, 2025.

 

Hardware Product Warranty

For a period of three (3) years from the documented date of purchase (or, if the unit was installed by an Ivy-certified installer, from the documented date of installation) (the 'Warranty Period'), the manufacturer United Chargers warrants that the Ivy Home Charger will be free from defects in materials and workmanship. The charging cable is covered for a period of one (1) year from the same trigger date.

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:

  • The customer must notify Ivy Charging Network by submitting a ticket at ivycharge.com/support 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.
  • To process any warranty claim, the customer must ship their Ivy Home Charger to the designated facility of the manufacturer. A pre-paid shipping label will be provided by United Chargers.
  • 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.
  • 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.
  • The warranty only covers repair of the customer’s unit. Replacement chargers will not be provided unless deemed necessary by the manufacturer, United Chargers.

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.
  • Any dismantling, removal, installation, re-installation, or labor costs.
  • Any consequential damages associated with this warranty.
  • Any costs associated with faulty installations.
  • Any onsite repairs at the customer’s home or any other location.

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.
  • In order to avoid potential issues with hardwire connections, or costs associated with uninstalling defective chargers and re-installing replacement chargers, Ivy always recommends that customers install Ivy Home Chargers by plugging into a NEMA 14-50P outlet. Ivy assumes no liability associated with hardwired connections, which can include but is not limited to the cost of removal or performance issues.

Customer Responsibilities

  1. Retain proof of purchase, such as a receipt or invoice.
  2. Operate the Ivy Home Charger in accordance with the user manual and avoid unauthorized alterations.
  3. Ensure the installation area remains in a safe and functional condition.
  4. The Ivy Home Charger will be in your safe care and control during the term of the Agreement.
  5. You will operate the Ivy Home Charger with all necessary care and attention and shall not alter, reverse engineer, disconnect, adjust, modify, move, damage or otherwise tamper with the Ivy Home Charger without Ivy’s prior written consent.
  6. You shall ensure that no hazardous materials are kept near the Ivy Home Charger.

Warranties and Liability

Warranties regarding materials, workmanship or use of the Ivy Home Charger (the “Manufacturer’s Warranty”), if any, are made exclusively by the manufacturer and not by Ivy. 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 Ivy Home Charger or software components associated with the Services and makes no representations, warranties, or conditions as to the performance or suitability of the Ivy Home Charger or any software components. Ivy assumes no risk and shall not be responsible or liable to you or any other person for any damages, losses, costs, or injuries (including as a result of the Ivy Home Charger malfunction) or causes of action whatsoever arising out of or related to the purchase or use of the Ivy Home Charger, or caused or contributed to in any way by the design, construction, supply, installation, maintenance, use, and/or operation of the Ivy Home Charger.

Subject to applicable law, in no event shall Ivy be responsible for any indirect, incidental, or special consequential damages, even if reasonably foreseeable.

If Ivy is unable to perform its obligations under this Warranty 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.

The cumulative liability of Ivy for warranty claims will not exceed the original purchase price of the charging unit.

Indemnification

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

  1. the Customer’s purchase, use, and/or operation of the Ivy Home Charger; and.
  2. any claims for injury, death, or property damage arising from or related to the customer’s use of the Ivy Home Charger.

This indemnification obligation survives the expiration or termination of this Warranty for any reason.

Installation Workmanship Warranty

Effective November 10, 2025, Ivy has discontinued the provision of installation services. This change does not affect customers whose installations were completed prior to this date. All applicable terms and conditions related to installation services shall remain in force for those existing customers.

Ivy Charging Network (Ivy) is committed to delivering high-quality workmanship and reliable installations. Ivy facilitates the installation of its chargers through certified third-party 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.

Making a claim

To make a warranty claim, the customer must notify Ivy Charging Network by submitting a ticket at ivycharge.com/support 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. Include the following details in your request:

  • Full name and address
  • Charger serial number
  • Date of installation
  • Ivy installation provider
  • Original purchase invoice/agreement
  • A description of the issue

Warranty process

Once we receive your request:

  • Initial assessment: 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.
  • Remote troubleshooting support: Ivy may attempt to resolve the issue by providing you with instructions or assistance remotely through email or phone.
  • Service visit: If the issue cannot be resolved remotely, Ivy’s installers (ESA-certified electricians) will determine if an in-person service visit is required. In this scenario, issues which are covered by the Warranty will be addressed at no additional cost.
  • 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. 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 installers (certified third-party electricians). The following are excluded:

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

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.

Post-Warranty Repairs

After the Warranty expires, and for non-Warranty related matters, customers are responsible to arrange for their own repairs. Ivy does not provide post-warranty repair services.

Customer Responsibilities

  • 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.

  • 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.
  • A subcontractor of Ivy shall be completing all installation and maintenance work related to the Ivy Home Charger. Ivy is not responsible for installations, maintenance, or any issues encountered during installation or maintenance work.

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.

We are here to help -Let us help you achieve safe, reliable energy solutions for years to come by using an Ivy certified installer.

Amendment to Warranty Terms

Ivy reserves the right to amend these warranty terms. Any amendments that materially reduce the rights of existing customers will be communicated to affected customers at least 30 days in advance. For customers with active warranty periods, the terms in effect at the time of their original purchase will continue to apply, except where required by law

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