Cancel Sunnova: The Right Way

How to cancel your Sunnova solar contract and reclaim your rights

Why you might want to cancel your Sunnova agreement

Sunnova operates as an energy-as-a-service provider, which means you're not buying a solar system outright-you're locked into a long-term contract, typically spanning 20 to 25 years. If your circumstances have changed-you've moved house, found a better energy deal, or you're frustrated with performance or customer service-cancellation becomes necessary.

The challenge is that Sunnova contracts are complex, often bundling financing, power purchase agreements, warranties and maintenance into one multi-year commitment. We at Tocancel have helped thousands of Australian homeowners navigate the cancellation process for solar contracts, and we know that early exit comes with real obstacles: financial penalties, unclear terms and slow response times.

Understanding your options now puts you in control.

Common reasons australian homeowners cancel

You might cancel because you're relocating interstate or overseas, selling your home, switching to another provider, disputing production guarantees, or simply wanting to exit an unfavourable long-term agreement. Some customers discover their system underperforms or face unexpected repair costs outside warranty. Others refinance or restructure their finances and need to free up monthly obligations.

The bottom line: your circumstances change, and your contract should adapt-or you should be able to exit it fairly.

What you'll face during the cancellation process

Sunnova contracts rarely offer simple exit clauses. You'll typically encounter notice periods, early termination fees, settlement calculations, and administrative delays. Response times can stretch beyond 30 days, and you may need to escalate disputes through multiple channels before reaching a resolution.

Being prepared for these obstacles means you won't be surprised when they arise.

Your consumer rights under australian consumer law

Australian Consumer Law protects you even when you've signed a long-term solar contract, and you have more rights than you might think.

The Australian Consumer Law Act 2010 (ACL) grants you statutory rights regardless of contract length. You have the right to services rendered with due care and skill, goods fit for purpose, and transparent pricing. If Sunnova's system fails to deliver the performance or output promised in marketing materials or the contract, you may have grounds for a claim or cancellation on consumer protection grounds. The Australian Competition and Consumer Commission (ACCC) enforces these rights on your behalf.

Your legal position is clear: if the service doesn't match what was promised, you have a right to remedy-whether that's repair, replacement, or refund.

Cooling-off rights and when they apply

For most consumer contracts, you have a 14-calendar-day cooling-off period from the date of signing. However, if your Sunnova agreement qualifies as consumer credit or a finance contract, the cooling-off window may be different or absent entirely. Check your original contract to confirm whether a cooling-off clause exists and whether you fall within the timeframe.

If you signed within the last 14 days and no cooling-off clause was provided in writing, contact Sunnova immediately in writing to invoke your statutory right to cancel. This is your strongest position, and you should act fast.

Your rights to dispute poor performance or misleading claims

If Sunnova promised a specific energy output and the system consistently underperforms, you may have a claim under the ACL for misleading or deceptive conduct. Collect 12 months of production data, compare it to the contract guarantees, and document the shortfall. This becomes your evidence if you escalate to the ACCC or your state-based consumer regulator.

Documentation is your weapon in a dispute-start collecting it now, before you contact Sunnova.

Cancellation methods and which one is right for you

Sunnova does not offer a simple online cancellation portal or customer service phone line dedicated to exit requests in Australia.

Your primary cancellation route is postal communication to Sunnova's registered office. This creates a paper trail and ensures your request is formally documented. You may also attempt phone contact first to understand your financial settlement, but follow up all conversations with written confirmation.

Written postal cancellation: the recommended approach

Sending a formal cancellation letter via Australia Post (tracked or registered mail) is the most secure method. This approach gives you proof of delivery and a dated record of your request. Sunnova is legally obligated to respond to written cancellation requests within 14 business days under Australian Consumer Law.

A written letter also forces the company to treat your cancellation as formal notice, reducing the risk that a casual phone call will be ignored or forgotten.

Telephone contact: initial information gathering

You may call Sunnova to request information about early termination fees, settlement amounts, and exit options. However, do not rely on phone calls alone to cancel your contract. Always follow up with a written letter sent via tracked post.

Think of the phone call as fact-finding; think of the letter as the official cancellation.

How to cancel your Sunnova contract step-by-step

Follow this structured process to cancel your agreement and protect your rights throughout.

1. Gather your account information
   • Locate your Sunnova contract and account number or system ID.
   • Collect 12 months of energy production statements and bills.
   • Note the exact date you signed the contract (for cooling-off period calculation).
   • Write down any performance guarantees or output promises made in your contract or marketing materials.
2. Calculate your financial position
   • Contact Sunnova by phone to request a settlement quote: ask for the total early termination fee, remaining balance, and any credits or adjustments.
   • Request this figure in writing via email and save the response.
   • Ask whether you're within a cooling-off period or whether any consumer protection grounds apply (poor performance, breach of warranty).
3. Draft your cancellation letter
   • Address the letter to Sunnova's registered office (see address section below).
   • State your full name, account number, and system ID clearly at the top.
   • Write: "I wish to cancel my Sunnova energy services agreement effective immediately" (or specify a date if you prefer).
   • If invoking a cooling-off period, state the contract date and the 14-day window.
   • If citing poor performance or breach, attach your 12-month production data and note the shortfall against the contract guarantee.
   • Request written confirmation of cancellation within 14 business days.
   • Keep a copy for your records.
4. Send via tracked post
   • Visit Australia Post and select Tracked or Registered Mail service.
   • Send your letter to Sunnova's office address (listed at the end of this guide).
   • Keep the tracking number and proof of postage.
   • Allow 5-7 business days for delivery.
5. Await response
   • Sunnova has 14 business days to acknowledge your cancellation in writing.
   • The company must confirm the cancellation date and provide a final settlement amount.
   • If you receive no response by day 15, escalate to Tocancel or contact the ACCC.
6. Escalate if necessary
   • If Sunnova denies your cancellation or does not respond within 14 business days, lodge a complaint with the ACCC.
   • Provide your tracking records, the cancellation letter, and any evidence of poor performance or breach.
   • Tocancel can guide you through the escalation process and help you compile evidence.

By following these steps, you create an undeniable record of your cancellation request and protect yourself against delays or disputes.

Understanding fees, refunds and financial settlement

Cancelling a Sunnova contract typically triggers financial obligations, but you're entitled to transparency about every charge.

Early termination fees and how they're calculated

Sunnova contracts may include an early termination fee, which is a financial penalty for exiting before the contract ends. This fee is usually calculated as a percentage of your remaining contract value or a fixed amount set out in the agreement. Under Australian Consumer Law, this fee must be reasonable and proportionate to the company's actual loss-not punitive.

Request an itemised settlement statement from Sunnova that breaks down every charge. If the fee seems excessive relative to the company's actual costs, you can dispute it as an unfair contract term under the ACL.

System removal and ownership transfer

When you cancel, confirm whether Sunnova will remove the solar system or whether ownership transfers to you. Some agreements allow you to keep the system; others require removal or payment of a buyout fee. This detail significantly affects your final settlement amount.

Request written clarification of the system's status before you sign off on the cancellation.

Tax and GST implications

If your settlement involves a refund or credit, confirm whether GST applies. Ask Sunnova for a final tax invoice or adjustment note that shows how GST has been calculated or refunded. If you claim solar system costs as a business expense, you may be entitled to GST credits that offset your cancellation fee.

Consult your accountant or tax advisor before finalising the settlement if your solar system is linked to a business or investment property.

What happens after cancellation

Cancellation doesn't end the day your letter arrives-you'll need to manage the transition carefully.

System removal and disconnection

Once Sunnova confirms cancellation in writing, the company will coordinate disconnection of the solar system from the electricity grid. This typically takes 5-10 business days. If you wish to keep the system (and own it outright), negotiate this separately during the settlement phase and confirm it in writing.

Ensure you have a new electricity provider lined up before disconnection, or you may face a gap in energy supply.

Energy provider transition

Contact your electricity retailer to arrange a new supply agreement or to revert to a standard grid supply if your solar system is removed. Provide them with the cancellation date so they can align billing and connection dates. Avoid overlapping charges or service gaps.

A 2-week buffer between Sunnova's disconnection and your new provider's connection is ideal for safety and billing accuracy.

Monitoring your final bill

Sunnova will issue a final bill within 30 days of cancellation. Review every line item: verify that credits for overpayments or system removals are applied, check that the early termination fee matches the settlement quote, and confirm there are no surprise charges.

If the final bill does not match Sunnova's settlement statement, dispute it in writing within 14 days and lodge a complaint with Tocancel or the ACCC if needed.

Common mistakes to avoid when cancelling

Cancelling a solar contract can feel daunting, and it's easy to stumble if you're not careful-but these mistakes are avoidable.

Failing to document your cancellation request

Phoning Sunnova and assuming your cancellation is processed is risky. The company may have no record of your call, or it may claim it never received formal notice. Always send a written, tracked letter and keep proof of postage. This is your shield against disputes and delays.

Not invoking cooling-off or consumer protection grounds

If you signed within the last 14 days, mention your cooling-off right in your cancellation letter. If the system underperformed, cite the specific production guarantee and your 12-month shortfall. These grounds can waive or reduce early termination fees. Failing to invoke them means you pay the full penalty.

Accepting a verbal settlement figure

Sunnova's phone operator may quote you a termination fee, but only a written, itemised settlement statement is binding. Get everything in writing, review it carefully, and do not pay until you're certain the figure is correct and covers all charges.

Not following up within the 14-business-day window

If Sunnova doesn't respond to your cancellation letter within 14 business days, treat this as a breach and escalate to the ACCC or contact Tocancel for guidance. Waiting months for a response is unacceptable under Australian Consumer Law.

Ignoring your rights to dispute misleading claims

If your solar system failed to meet the output promised, you have a right to remedy. Don't just accept an early termination fee-document the shortfall and cite the ACL breach in your cancellation letter. This strengthens your position and may secure a fee waiver or reduction.

Your cancellation checklist

Use this checklist to ensure you don't miss any critical step in the cancellation process.

Cancellation address for Sunnova

Send your cancellation letter to Sunnova's registered office using tracked or registered mail.

If Sunnova does not maintain an Australian office, you may need to send correspondence to its United States headquarters. Contact the ACCC or Tocancel before sending to a US address to ensure your letter meets Australian legal requirements and will be actioned by the correct authority.

For the most current address, visit Sunnova's official website or contact the Australian Securities and Investments Commission (ASIC) company register to verify the registered office address associated with any Sunnova entity operating in Australia.

When in doubt, Tocancel can provide verified contact details and ensure your letter reaches the right department.

Summary and next steps

Cancelling your Sunnova contract is your right, and you have the law on your side. Australian Consumer Law protects you from unfair contract terms, misleading conduct, and unreasonable delays.

The key to success is documentation, timing, and persistence. Send a formal cancellation letter via tracked post, invoke your cooling-off or consumer protection rights if applicable, request a written settlement statement, and escalate to the ACCC if Sunnova fails to respond within 14 business days.

Do not accept silence, vague fees, or dismissive responses. You are entitled to a clear, timely resolution.

Tocancel has helped thousands of Australian consumers cancel unfair contracts and reclaim control of their energy costs. If you need guidance, evidence-gathering support, or escalation assistance, Tocancel is here to empower you through every step. Visit Tocancel today to access tools, templates, and expert advice tailored to your situation.

Your solar contract should serve you, not trap you. Take action now, and take your power back.