At Palmetto, we believe you deserve peace of mind with your solar investment. That's why we stand behind your system's performance with our exclusive Palmetto Solar Performance Guarantee.
This guarantee ensures that your solar system produces the energy we promised, providing you with reliable savings and comfort. If it doesn't, we'll pay you the difference.
Note: This guarantee is exclusive to Palmetto Energy Plan customers and does not apply to customers who have purchased or own their solar system.
How the Guarantee Works
Our guarantee is designed to be simple and transparent. We proactively monitor your system's performance and provide a clear process for any potential shortfalls.
1. Guaranteed Energy Production
At the end of each guarantee review period, we compare your system's actual energy production against your guaranteed threshold. The specific terms are defined in your individual agreement (review period, performance threshold, and energy price).
Review Period by Contract Type
Contract Type | Review Period | Period Begins |
Palmetto Energy Plan | Every 36 months (Triennial) | First Monthly Payment Date |
SunPower | Annually or Biennially (see your agreement) | Activation Date |
Department of Energy (Puerto Rico) | See your agreement | First Monthly Payment Date |
Performance Threshold by Contract Type
Your system must meet the following minimum production levels to avoid a shortfall:
Palmetto Energy Plan | At least 90% of Guaranteed kWh |
SunPower (Annual) | At least 95% of Guaranteed kWh |
SunPower (Biennial) | At least 90% of Guaranteed kWh |
Department of Energy (Puerto Rico) | At least 88% of Guaranteed kWh |
If There's a Shortfall: If your system produces below your applicable threshold, Palmetto will pay you the difference based on the energy price per kWh in your agreement.
Example:
Guaranteed Energy | 10,000 kWh |
Palmetto Energy Guarantee (90%) | 9,000 kWh |
Actual Energy Produced | 8,500 kWh |
Energy Price | $0.10 per kWh |
Credit Calculation | (9,000 kWh - 8,500 kWh) x $0.10 = $50.00 |
In this example, your account would be credited with $50.00. The energy price per kWh used in the calculation is specific to your contract, so your actual credit may differ. Payment will be applied to your account within 30 days of verification.
2. Proactive Monitoring and Support
We're motivated to ensure your system performs as promised. Our goal is to fix any issues before they affect your energy production.
Proprietary Solar Monitoring: We track your system's energy production in real time. This allows us to quickly identify and address potential problems, often before you even notice them.
Rapid Technician Dispatch: If our monitoring system detects an issue, we'll send a technician to your home to resolve it as quickly as possible, preventing any significant energy loss.
3. Surplus Energy
If your system produces above the guaranteed threshold during a review period, the surplus kWh will roll forward and can be used to offset any potential deficits in future periods.
Surplus Threshold by Contract Type
Contract Type | Surplus Applies When |
Palmetto Energy Plan | Production exceeds Guaranteed kWh |
SunPower (Annual) | Production exceeds 105% of estimated production |
SunPower (Biennial) | Production exceeds Guaranteed kWh |
Department of Energy (Puerto Rico) | Production exceeds Guaranteed kWh |
Over the full term of your agreement, any extra energy produced beyond the guarantee is yours to enjoy at no additional cost.
How to Submit a Claim
To claim your credit for a production shortfall, follow these simple steps after your review period ends:
Log in to the Palmetto App or visit help.palmetto.com.
Start a chat with our support team.
Provide your energy production data for the relevant 36-month period.
We'll verify your system's performance and apply any applicable credit to your account.
Frequently Asked Questions
When does my guarantee period start?
It depends on your contract type. For SunPower customers, the period begins on your Activation Date. For all other customers, it begins on your First Monthly Payment Date. Check your agreement for your specific start date.
What is my performance threshold?
It depends on your contract. LightReach customers are guaranteed at least 90% of estimated production, SunPower Annual customers at 95%, SunPower Biennial customers at 90%, and Department of Energy (Puerto Rico) customers at 88%. Refer to your agreement for your specific terms.
What happens if my system produces less than the guaranteed threshold?
You'll receive a payment for the shortfall, calculated using the energy price per kWh in your agreement.
What happens if my system produces more energy than guaranteed?
Any surplus energy will roll forward to cover future shortfalls. The threshold for what counts as surplus varies by contract type — see the Surplus Energy section above for details.
Need Assistance?
If you have questions or need help with your Solar Performance Guarantee, our Customer Experience Team is ready to assist!