Code of Conduct

Effective Date: 08.25

Purpose and Scope

Arcasa is committed to upholding the highest standards in residential solar installations. This Code of Conduct applies to all contractors and build partners installing residential solar systems through Arcasa’s platform. Contractors must pledge to conduct business in a manner that promotes public health, safety, and welfare, and advances the clean energy industry. As industry leaders do, Arcasa requires strict ethical conduct from its partners. By acknowledging this Code of Conduct, you agree to adhere to the following guidelines in all Arcasa-related projects.

Licensing, Insurance, and Qualifications

· Proper Licensing & Insurance: Maintain all required contractor licenses and permits in the jurisdictions where work is performed, and keep appropriate bonding and insurance coverage. Arcasa only works with licensed, bonded contractors who meet quality standards and carry required insurance.

· Trained and Certified Personnel: Ensure that all employees or subcontractors are well-trained, certified, and competent. Only use qualified, experienced workers who can provide accurate and understandable information about the products and services. This includes maintaining any relevant certifications (e.g. NABCEP) and providing ongoing training so that work is performed by skilled professionals.

Compliance and Quality Standards

· Code Compliance: Perform all installation work in full compliance with applicable building codes, electrical codes, safety regulations, and industry standards. Contractors must obtain all required permits and inspections, and follow manufacturers’ guidelines for installing equipment.

· Workmanship and Quality: Meet or exceed Arcasa’s quality standards on every project. Systems should be designed and installed in a manner compatible with public health, safety, and environmental values. Use appropriate materials and techniques to ensure a safe, reliable, and efficient solar PV system. All work should reflect good craftsmanship – neat wiring, secure mounting, and adherence to best practices – to deliver a durable installation that performs as promised.

· Safety Practices: Safety is paramount. Contractors must hold the safety and welfare of both workers and homeowners in the highest regard. Follow Occupational Safety and Health Administration (OSHA) guidelines and any state or local safety rules at the job site. This includes using proper fall protection, electrical safety procedures, and personal protective equipment. Maintain a clean, hazard-free work area and never compromise safety for speed. All installation activities should be carried out in a manner that protects public health and safety, with the contractor responsible for enforcing safe work practices among their crew at all times.

Customer Interaction and Professionalism

· Respect and Courtesy: Treat all customers with respect, honesty, and courtesy. Arcasa contractors are expected to be ethical in their treatment of customers – this means no aggressive sales behavior, harassment, or disrespectful language. Always behave professionally at the customer’s home: arrive on time, in appropriate attire (or uniform/badge identifying your company), and maintain a polite demeanor. Respect the customer’s property by taking care to prevent damage and by cleaning up any debris or materials at the end of each work day.

· Communication and Transparency: Communicate clearly with the homeowner about the project schedule, scope of work, and any requirements on their part. Provide updates on progress and promptly inform the customer (and Arcasa) of any issues or changes that arise. Contractors should identify themselves and explain their role; do not misrepresent your identity or affiliation. For example, never falsely claim to be a utility representative or an Arcasa employee if you are an independent contractor. Never claim to represent or work for or with a government agency. Be transparent about what work will be done and who will perform it. If Arcasa has arranged for your services, cooperate in ensuring the homeowner understands that you are the authorized installation partner.

· Quality Customer Service: Strive to provide a positive customer experience. Answer the homeowner’s questions about their system or the installation process knowledgeably and truthfully. Guide the customer through system operation basics if needed and provide any documentation or contacts for post-installation support. Even after installation, respond to any customer concerns or warranty service requests in a timely, professional manner. Satisfied customers are crucial to Arcasa’s mission, so contractors should do their part to deliver friendly and reliable service.

Integrity and Ethical Conduct

· Honesty in Representations: Be accurate and honest when discussing the solar system’s costs, capabilities, performance, and other characteristics. Do not mislead the customer about expected energy production, savings, financing terms, incentives, or any other aspect. All promises or claims made to the homeowner must be truthful and realistic. For instance, never describe a solar system as “free” or imply guaranteed savings if that’s not the case, and ensure any discussion of tax credits or rebates is accurate and accompanied by proper disclaimers (in line with industry guidelines and SEIA standards). Ensure that any discussions of utility savings are based on reasonable and measurable data.

· No Deceptive Practices: Contractors shall not engage in any unfair, deceptive, or abusive acts or practices at any stage – including marketing, sales, contracting, installation, or service. High-pressure sales tactics, bait-and-switch offers, forging signatures, or any form of fraud are strictly prohibited. Arcasa expects its partners to conduct all business dealings in good faith and with fairness toward the consumer.

· Legal Compliance: Abide by all applicable federal, state, and local laws and regulations. This includes truth-in-advertising laws, consumer protection statutes, contract and lending laws, data privacy regulations, and any solar-specific regulations in the area. Contractors are responsible for staying informed of legal requirements (such as contract cancellation windows, lien laws, etc.) and ensuring their practices conform to all legal standards. Any violations of law not only undermine customer trust but also reflect poorly on Arcasa and will not be tolerated.

· Confidentiality and Privacy: Protect the confidentiality of customer information. Any personal data (such as energy usage, financial information, contact details) obtained through the installation process or financing platform must be handled securely and used only for its intended purpose. Do not share or sell customer data to unauthorized third parties. Respect the homeowner’s privacy while on their property – for example, do not enter areas of the home not related to the installation work and do not disclose details about the customer’s project to neighbors or others without permission.

· Fair Dealing and Fair Competition: Compete honestly and fairly in the marketplace. Do not disparage competitors with false claims, and do not attempt to undermine other solar providers with unethical methods. Arcasa contractors should focus on the merits of their workmanship and service quality. Additionally, if working alongside other professionals (roofers, electricians, etc.), maintain professional courtesy and cooperation. The goal is to complete the project safely and satisfactorily, not to assign blame or steal credit.

Accountability and Acknowledgment

All Arcasa contractors and partners are required to read and acknowledge this Code of Conduct through the execution of the Arcasa Master Build Partner Agreement. By signing the Agreement, you affirm your commitment to all the above standards. Arcasa reserves the right to monitor compliance – including site inspections, customer feedback surveys, and review of documentation – to ensure these guidelines are followed. Violation of any aspect of this Code may result in remedial action, up to and including termination of the contractor’s relationship with Arcasa or loss of access to Arcasa’s platform and projects. We value our partnership and trust that you will represent Arcasa with integrity, professionalism, and dedication to quality on every residential solar installation.