SUNWISE SOFTWARE INC
TERMS AND CONDITIONS OF SERVICE

By using the services of Sunwise Software Inc., you agree to these Terms and Conditions. We recommend that you read them carefully before you begin using the platform. If you have any questions, our team will be happy to assist you.

Sunwise Software Inc. (hereinafter, “Sunwise”) is a technology platform designed to facilitate the management, quoting, and submission of solar energy projects. These Terms and Conditions govern the relationship between Sunwise and its users, with the goal of ensuring a clear, fair, and beneficial experience for all parties.

Sunwise provides its users with a platform accessible at sunwise.io, portal.sunwise.mx, academy.sunwise.mx, portal.sunpay.mx, and sunpal.io, which includes the following tools:

• Customer tracking and management (integrated CRM).
  
• Centralized data on electric rates s and hours of sunshine by location.
  
• Photovoltaic product catalogs: panels, inverters, mounting systems, and more.
  
• Tools for quoting and professionally presenting solar projects.
  

In addition, Sunwise offers billing and support services for LISAenergy, which allows for the automated download of electricity bills via zap.lisaenergy.com

To use Sunwise's services, the user must:

• Be over 18 years of age.
  
• Complete the registration process with accurate information (email address, phone number, mailing address, and payment method).
  
• Have a device connected to the Internet (computer or smartphone).
  

Once registered, you will be able to manage customers, record consumption data, and generate photovoltaic proposals custom. Once registered, users can sign up customers, assign follow-up tasks, record historical consumption data and hours of sunshine, and generate quotes tailored to each customer’s needs.
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User Responsibility:
Sunwise trusts its users to make responsible and ethical use of the platform. In this regard, users agree to:
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• Provide accurate information and keep it up to date.
  
• Obtain consent from your customers before accessing their energy consumption data.
  
• Keep your login credentials confidential.
  
• Set final prices for products and manage the exchange rate applicable to your market.
  

Sunwise is not responsible for results arising from incorrect information provided by the user, nor for adjustments made to the configuration settings by the user.

Sunwise offers various subscription plans designed to meet the needs of each business. Each plan includes access to scheduled training and support sessions with the Sunwise team.

‍3.1 Training Sessions
‍Ourteam actively coordinates an initial welcome session with each new client. Additional support sessions can be requested to delve deeper into features, explore new tools, or adapt to changes in the subscription.

The number of sessions available varies depending on the plan selected:

The purpose of support sessions is to train users to use the platform independently and efficiently. They are not intended for performing operational tasks related to the client’s business (such as preparing proposals or reports). If the user would like Sunwise to perform this work, they may contract it as an additional service (see Section 6).

‍3.2 Availability and Scheduling
‍Scheduleavailabilitydepends on the support team’s capacity and the plan purchased. Sunwise operates on a scheduled basis to ensure high-quality service that respects all users’ time. Sessions must be requested in advance through the official channel.

3.3 Ongoing Training

‍Asan integral part of the subscription services, Sunwise provides the Customer with an ongoing training program. This program is designed to ensure the proper adoption of the platform and the optimization of its tools throughout the term of the contract.This support model applies to the following cases:
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‍a) Initial Implementation (Onboarding): At the start of the subscription term, beginning with a welcome session focused on initial account setup and technical instruction on the use of the main features.
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‍b) Expansion and Scalability: In cases where the Customer upgrades to a higher-tier plan, purchases additional features or modules, or needs to train new users joining their team.
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‍c) Updates and New Releases: When the Customer needs to refresh or update its staff’s knowledge regarding improvements, updates, or new versions released on the platform by Sunwise.

3.4 Terms of Service Provision:

‍Thiscontinuing education model is not subject to a limit on the number of sessions.
However, the frequency and scheduling of these sessions will be subject to the type of plan contracted by the Client, in accordance with clause 3.1, and to the scheduling, prioritization, and availability guidelines described in clause 3.2.The agenda and content of each session will be determined by mutual agreement between the Client and the Support team, tailored to the user’s operational requirements and level of progress.

Sunwise offers multiple support channels to assist users at all times:
- WISE AI Assistant: available 24/7 to answer frequently asked questions, provide setup guidance, and immediately resolve common issues.
- Knowledge Base (academy.sunwise.mx): up-to-date tutorials, articles, and guides for self-service.
- Email and chat support: provided by the Sunwise team during established hours.
- Video call sessions: for more complex cases requiring personalized assistance (subject to availability and plan).
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The WISE assistant is the first point of contact for all inquiries. When a case exceeds the capabilities of the AI or the knowledge base, the Sunwise team steps in to provide the necessary assistance.

‍4.1 Support for New Markets
‍Sunwisecurrently operates in 15 countries in Latin America. For users in new markets, the onboarding process begins once the user shares basic information about their regulatory and pricing context (country, currency, pricing structure, and examples of electricity bills). This information is necessary to configure the platform accurately and ensure that the results correctly reflect the reality of their market.

By signing up for any Sunwise plan, the user agrees that this is a subscription with automatic renewal. The charge will be billed on a recurring basis to the registered card or payment method during the corresponding billing period (monthly, quarterly, semi-annually, or annually).

The user may cancel their subscription at any time through the Sunwise portal or via official support channels, prior to the renewal date. The prices published on sunwise.io include applicable taxes.
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5.1 Satisfaction Guarantee
Sunwise offers a satisfaction guarantee for new customers who sign up for an annual plan. If, within the first 30 calendar days of activation, the user decides that the service does not meet their needs, they may request cancellation and a corresponding refund.
This guarantee applies exclusively to new annual subscriptions. Requests must be made within the first 30 days of activation. The refund is subject to a 5% withholding to cover payment processor fees.

5.2 Renewals and Changes to Terms
If a plan expires and is not renewed within 28 calendar days after its expiration, the terms and rates applicable at the time of reactivation will be those in effect on that date.

5.3 Credits and Discounts
Sunwise may grant credits or discounts to encourage use of the service, at its sole discretion.

• Unfair practices that generate undue credits.
  
• Seeking undue profit by any means or strategy.
  
• Fraudulent practices; in which case, SUNWISE will inform the corresponding legal authorities for follow-up.
  

Update of conditions after expiration of contracted plans
In the event that a contracted plan expires and the corresponding payment is not received within 28 calendar days after the expiration date, the user accepts that, at the time of renewing or contracting a new plan, the conditions and rates in effect at that time will be applied. Previously agreed terms and conditions will not be honored or reactivated. This measure ensures that all users are subject to SUNWISE's current policies and prices.

In addition to access to the SaaS platform, Sunwise offers optional professional services for users who require specialized support.

‍6.1 Engineering and Proposal Development
‍Forusers who would like the Sunwise team to develop photovoltaic proposals custom, the following services are available:
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Proposals for Photovoltaic (Solar) Systems

Battery Energy Storage System (BESS) Solutions
‍Availableto users with a Scale plan or higher.

6.2 Design and Implementation of Templates
For users who want a customized visual presentation of their proposals:

• Template size: up to 10 sheets.
• Price per additional sheet (starting with the 11th):
  – Implementation: $5 USD each
  – Design and implementation: $10 USD each
• Each sheet of the final layout is considered a page, including the front and back covers.
• It is essential to submit the visual elements separately (logos, icons, images, and backgrounds in the requested formats). A screenshot or final image of the template is not sufficient for implementation.

For a complete description of deliverables and terms, please refer to the official quote.

Each subscription plan includes the features described on the official pricing pages at sunwise.io. The availability of each tool depends on the plan and version purchased.

‍7.1 API Access and Integrations
‍Plansthat include access to the Sunwise API allow you to connect the platform to internal systems such as ERP, CRM, or other tools. The development, implementation, and maintenance of these integrations are the responsibility of the customer or their technical team, unless a custom development service is contracted with Sunwise.

‍7.2 Artificial Intelligence Assistant
‍TheAI assistant available to Enterprise users is a native Sunwise experience, built on Sunwise’s own infrastructure. It operates independently of integrations with third-party AI providers.

‍7.3 Dedicated Engineering (Enterprise Plan)
‍TheEnterprise plan includes priority access to the Sunwise engineering team for the evaluation and quoting of development projects custom. This benefit grants priority in technical review and does not represent a commitment to unlimited development. Any integration or customization work requires prior technical evaluation, a formal quote, and written acceptance by the client.

Sunwise agrees to retain user information for up to 6 months in the event of cancellation, suspension due to nonpayment, or prolonged account inactivity.

After this period, the information will be permanently deleted. If the user reactivates their account within the backup period, they will be able to recover their information in accordance with the current terms and conditions. Sunwise recommends that users back up their own information before canceling their account.

The privacy of our users is a priority for Sunwise. The personal data provided is used exclusively for the provision of the service, technical support, and the integrations described in these Terms.

Sunwise implements appropriate technical and organizational measures to protect information against unauthorized access, loss, or misuse. Data is not sold, rented, or shared with third parties.

For more information, please see our Privacy Notice at sunwise.io/privacy.

All content, software, databases, product catalogs, and elements of the platform are the exclusive property of Sunwise and are protected by applicable intellectual property laws.

The user is granted a limited, personal, and nontransferable license to use the platform, exclusively for personal or business purposes.

The following is expressly prohibited:

• Copy, reproduce, modify, or create derivative works based on the platform.
  
• Reverse engineer or disassemble any component of the software.
  
• Access the platform for the purpose of developing a competing product.
  
• Extract, download, or reproduce the database or product catalog without Sunwise's written authorization.
  

By accepting these Terms, the user acknowledges that, during the term of their subscription and for 2 years following the cancellation of their account, they agree not to use the knowledge, access, or information obtained through Sunwise to:
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• Develop or participate in the development of a product or service that competes directly or indirectly with Sunwise.
  
• Replicate the platform's features, design, or user flows.
  
• Recruit Sunwise customers, partners, or employees using information obtained from the platform.
  

Sunwise works continuously to provide a reliable, high-availability service. However, since the platform operates on internet infrastructure and external servers, it does not guarantee uninterrupted access nor is it liable for damages resulting from connectivity, server, or system failures when these are beyond Sunwise’s control.

The artificial intelligence tools that Sunwise makes available to streamline customer support, service, configuration, and content generation may produce results containing inaccuracies, omissions, or errors. Therefore, Sunwise does not guarantee the accuracy or truthfulness of the information generated by these tools and is not liable for any damages, decisions, or losses resulting from their use. Users are advised to verify the results generated by artificial intelligence before using them.

Sunwise is also not liable for any installation services that users provide to their own end customers.
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These Terms and Conditions are governed by the laws of the State of Delaware, United States of America. For users located in Mexico, the provisions of the Federal Law on the Protection of Personal Data Held by Private Parties also apply. Any dispute shall be submitted to the competent courts of Delaware, and the user waives any other jurisdiction to which he or she might be entitled.

Sunwise may update these Terms and Conditions at any time. Changes will be posted on sunwise.io and will take effect 3 days after publication. If the user does not agree with the changes, they may notify Sunwise by email within 2 days of publication, which will terminate the contractual relationship with no outstanding balance. If no notification is received within that period, the user will be deemed to have accepted the new terms.

Sunwise and the user agree that communications will be conducted via email: to the address registered by the user, and to the official email address published by Sunwise on sunwise.io. Both parties agree to keep their contact information up to date.

Do you have any questions? We're here to help.
‍Visit sunwise.io or contact us through our official support channels.