EcoFlow Live Installation Support Terms & Conditions (United States)
I. Scope of Installation Service
A. Service Content
This Live Installation Support service (the “Service”) is strictly limited to providing live, real-time remote video support for the installation of the EcoFlow Smart Home Panel 2 (“SHP2”), EcoFlow Smart Home Panel 3 ("SHP3"), EcoFlow Smart Gateway ("ATS") and any bundles that include these products alongside other EcoFlow products such as the Delta Pro / Delta Pro Ultra / Delta Pro Ultra X Series (collectively referred to as the “Products”).
The Service consists of an EcoFlow technical support representative joining a scheduled video call with the user or the user’s licensed electrician, providing installation guidance, answering questions, and verifying installation steps via live video observation.
Please note: This Service does not include EcoFlow personnel performing any physical work or visiting the installation site. EcoFlow will not supply or physically deliver any tools, materials, or accessories for the installation. The user or the user’s electrician is responsible for all hands-on work, tools, and materials required for installation.
No guidance will be provided for wiring Delta Pro / Delta Pro Ultra / Delta Pro Ultra X Series to solar panels or photovoltaic (PV) systems. If a user requests solar/PV connection guidance, EcoFlow reserves the right to decline such support.
EcoFlow does not review, approve, certify, or guarantee that any installation is compliant with local laws, regulations, or codes.
B. Installation Conditions
The user’s home electrical system must fully comply with all applicable local government regulations and electrical codes (including the National Electrical Code – NEC). Any unauthorized modifications to the home electrical system may render the installation guidance inapplicable and unsafe.
The user is solely responsible for obtaining and maintaining all required permits, approvals, and inspections from the local authority having jurisdiction (AHJ) and any utility provider.
If the property configuration results in excessive wiring distances, undervoltage risks, or otherwise violates applicable codes, EcoFlow may advise halting the installation until corrective measures are taken.
EcoFlow may rely solely on information and images/video provided during the session and cannot independently verify conditions at the site. EcoFlow reserves the sole right to determine whether the property, tools, and materials are suitable for proceeding with remote guidance and may refuse or suspend the Service where conditions appear unsafe or noncompliant.
C. Territory
Live Installation Support is available to users in most areas of the United States where internet connectivity is sufficient to support live video streaming. It is the user’s responsibility to ensure stable internet connection and adequate video quality.
II. Guidance Fees and Additional Costs
A. Service Fee Coverage
The Live Installation Support Service Fee covers:
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Real-time video call support from EcoFlow technical personnel.
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Installation step-by-step guidance and verification via video.
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Answering user or electrician questions related to the products and their installation.
B. Exclusions from the Service Fee
The Service Fee does not cover:
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All tools, hardware, and materials needed for installation.
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Any labor costs charged by a licensed electrician or other installer performing the work.
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Permit application fees required by local authorities or utility companies, including any engineering design/drawing costs.
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Any travel costs incurred by the user’s electrician.
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Any structural modifications, wall openings, patching, painting, or non-electrical work.
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Troubleshooting or repairing unrelated electrical systems not tied to the Products.
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Any costs incurred to correct pre-existing electrical issues, code violations, or deficiencies revealed during the guidance.
C. Payment Method for Additional Costs
Any additional fees (e.g., electrician labor, materials, permits) must be paid directly by the user to the relevant vendors or contractors. EcoFlow is not responsible for such payments.
III. Service Limitations and Liabilities
A. No Physical Work or Supervision by EcoFlow
EcoFlow provides remote guidance only and does not perform on-site work. All electrical connections, panel work, drilling, or wiring are conducted by the user or their electrician, who assume full responsibility for workmanship.
EcoFlow does not supervise, direct, or control the work of any installer and does not determine or warrant the qualifications of any electrician or contractor engaged by the user.
B. Service Refusal Based on Assessment
If, during the remote assessment, EcoFlow determines the site conditions to be unsafe, noncompliant, or unsuitable for installation, EcoFlow may refuse to proceed with guidance until corrective actions are taken.
C. Liability for Unauthorized or Improper Installation
EcoFlow is not liable for damages, defects, performance issues, or code violations resulting from installation errors by the user or their installer (including electricians or contractors). Installations performed contrary to Product documentation, EcoFlow guidance, or applicable laws and codes may void warranties or after-sales support eligibility.
EcoFlow is not responsible for the acts or omissions of any third-party installer engaged by the user.
D. No Refund After Guidance Commences
Once a scheduled guidance session has started, the Service Fee is non-refundable. If the user decides to abandon the installation midway, or if the session cannot be completed due to the user’s lack of readiness or noncompliant site conditions, the full fee remains payable.
EcoFlow may set additional policies regarding late cancellations, no-shows, and rescheduling, which may be communicated at the time of booking.
E. Electrical Competence Requirement
For safety and compliance reasons, customers must ensure that the person performing the installation—whether the customer, a relative, a friend, or a hired electrician—possesses adequate electrical knowledge and practical experience, and is capable of following all relevant safety standards and local electrical regulations.
Local law or regulation may require that installation be performed or supervised by a licensed electrician or licensed contractor. The user is solely responsible for verifying and complying with such requirements.
Attempting installation without sufficient electrical background (e.g., no practical experience in wiring, cabling, or electrical safety) may lead to electric shock, personal injury, property damage, or other safety incidents.
EcoFlow shall not be held liable for any risks, losses, or injuries caused by lack of adequate electrical competence, failure to adhere to safety protocols, or improper operation during installation. Customers are advised to carefully evaluate the installer’s competence and safety awareness, and to hire a qualified， licensed electrician if necessary.
IV. User Responsibilities
A. Accurate Information
Users must provide correct contact details and installation address when booking the Service. The user must ensure that either they or their electrician is present and reachable during the scheduled guidance session. If rescheduling is required, the user must notify EcoFlow at least one (1) day in advance，in accordance with EcoFlow’s rescheduling policy.
B. Readiness for Installation
Before the scheduled remote session:
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All required tools, materials, and permits must be ready.
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The site must be safe, accessible, well-lit, and compliant with local codes.
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Internet connection and video setup (camera/phone/stand) must be tested to meet minimum quality (clear view at 20 cm static, smooth motion with minimal lag).
Failure to meet these conditions may result in incomplete guidance, the need to reschedule, and/or additional charges, at EcoFlow’s discretion.
V. Disclaimer and Final Interpretation
A. Service Interruption
EcoFlow does not guarantee uninterrupted remote guidance sessions. EcoFlow is not liable for disruptions caused by force majeure, connectivity issues, third-party actions, or user-related circumstances.
B.No Professional Advice; No Code Approval or Warranty of Outcome
The Service and any related materials are provided for general informational and educational purposes only and do not constitute professional engineering, electrical, or legal advice. EcoFlow does not review, approve, or certify any installation design, wiring method, or field condition for code compliance.
EcoFlow makes no representation, warranty, or guarantee, express or implied, that participation in the Service will result in a successful installation, code-compliant work, or the absence of defects, hazards, or future failures. Use of the Service is at the user’s own risk.
Nothing in these Terms & Conditions excludes or limits any non-waivable rights you may have under applicable consumer protection laws.
C. Limitation of Liability
To the fullest extent permitted by law, EcoFlow and its affiliates shall not be liable for indirect, incidental, or consequential damages arising from or related to Live Installation Support, unless caused by EcoFlow’s gross negligence or willful misconduct. In all cases, EcoFlow’s total liability is limited to the amount paid by the user for the Service.
C. Wall Damage Disclaimer
Any physical modifications made during installation (e.g., drilling, mounting) are the responsibility of the user and/or their electrician. EcoFlow shall not be liable for restoring or repairing such modifications.
D. Updates and Interpretation
EcoFlow reserves the right to update or modify these Terms & Conditions from time to time without prior notice. The latest version will be available on the official EcoFlow website and will apply at the time you book or use the Service.
