Answers to your questions

Here you’ll find answers to the most frequently asked questions about SunSquare sun sails – clearly and concisely explained.

Requesting a quote

What is required to receive a SunSquare® offer?

How can I get a quote?

SunSquare® is a manufacturer and, in a small area in eastern Austria, also a direct seller. Together with our SunSquare distribution partners, we cover the EU, Switzerland, parts of the USA, and the UAE.
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To prepare a quote, we need the following information:

Project address
Dimensions of the area to be shaded
Photos with measurements or a plan
Type of property (Private, Hospitality & Gastronomy, or Commercial)
Intended location for the sun sail (e.g. terrace, rooftop terrace, garden, pool, or balcony)

With this information, our team can identify the most suitable SunSquare distribution partner in your area and organise both the contact and the preparation of a quote for you.

Use our contact form or send us an email.

Malfunctions and their remedies.

What could be the reason why my SunSquare® system is not working as it should?

My SunSquare sail closes automatically 30 minutes after opening—what can I do?

If your sun sail closes automatically about 30 minutes after opening, even though there is no wind and the remote control hasn't been used, the cause is likely weak batteries in the wind sensor or rain sensor (only applies to battery-powered models).

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Please replace the batteries to restore normal operation of your sun sail.

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The rope is blocked at the deflection pulley — what can I do?

Please check the deflection pulley and remove any dirt or leaves if necessary. Work with great caution and be mindful of your fingers — there is a risk of injury!

If these measures are unsuccessful, please contact your SunSquare sales partner or the SunSquare headquarters.

The rope of my sun sail has torn or been cut — what can I do?

If weather and wind conditions permit, close the system.

The sail will roll up onto the fabric shaft. Then carefully wrap the loose rope around the fabric shaft to secure the sailcloth. Disconnect the system from the power supply to ensure it cannot be opened after a rope break.

Please contact a SunSquare sales partner immediately.

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The cable (rope) of my SunSquare system looks damaged – what should I do?

Regularly inspect the cables for signs of wear or damage.

→ If you notice anything unusual, please contact a SunSquare distribution partner immediately – the cables will need to be replaced.

To ensure safe operation of the sun sail:
→ The cables must move freely and must not rub against walls, branches, or other objects. Also, do not hang anything on the cables, such as string lights or curtains.

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My sun sail doesn’t retract after a command – what could be wrong?

There are several possible reasons why your sail isn’t retracting:

Motor overheating protection has been triggered.
Allow the motor time to cool down. Avoid operating your SunSquare system too frequently in succession, as this can lead to overheating.
Remote control battery is empty.
Please replace the batteries.
No power supply to the SunSquare system.
Check the fuse of your system. Has the residual current circuit breaker (RCCB) been triggered? Resolve the issue, and if electrical work is required, please contact an electrician.

➡️ If none of these issues apply: close the sail manually (if an emergency hand crank is available) and contact a SunSquare® distribution partner.

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My sun sail doesn’t retract automatically in strong winds – what could be the reason?

There are several possible reasons why your sail isn’t retracting:

Wind sensor is blocked or defective – Observe whether the wind sensor rotates in the wind. If it’s easily accessible, you can gently nudge it with your finger to see if it starts turning and functioning properly. Remove any leaves, spider webs, or other obstructions.
Wind sensor is incorrectly calibrated – Please contact a SunSquare distribution partner for assistance.
Motor overheating – Allow the motor to cool down. Avoid operating the sail repeatedly in quick succession.
No power supply – Check the fuse or the RCD. If necessary, contact an electrician.

➡️ If none of these causes apply, close the sail manually (if an emergency hand crank is available) and contact your SunSquare® distribution partner.

There’s a power outage, my sun sail is open, and the wind is picking up – what can I do?

The system must be quickly retracted using the emergency hand crank.
→ For this reason, the hand crank should be stored visibly and close to the system so the sail can be manually closed without delay.

‍Notice:

For systems with an iO motor, the use of an emergency hand crank is not intended. Please contact a SunSquare distribution partner as soon as possible.

The motor of my SunSquare system seems to be defective, my sun sail is open, and the wind is picking up – how can I close the system?

‍Notice:

For systems with an iO motor, the use of an emergency hand crank is not intended. Please contact a SunSquare distribution partner as soon as possible.

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The stainless steel parts are rusting – what can I do?

The stainless steel components of your SunSquare system are of very high quality, but even the best stainless steel can rust if not properly maintained. Common causes include salt from sea air, high chlorine levels near pools, or industrial dust.

To ensure long-lasting enjoyment of your system, you’ll receive a stainless steel care kit. Clean and maintain the stainless steel parts regularly (recommended twice a year) to keep them looking great and rust-free.

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Stainless steel parts are discoloured – what can I do?

Discoloration on stainless steel can be caused by lime or rust in water – for example, from garden irrigation systems. These can lead to stains or deposits.
With regular care and a specialized stainless steel polish, you can easily prevent this. Light stains can be removed effectively using stainless steel care products.

We recommend cleaning and maintaining all stainless steel parts at least twice a year to keep everything looking good and well protected.

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Recommendations

What can you do to enjoy your SunSquare® system for a long time?

What can I do to keep my sun sail looking good and undamaged for a long time?

Open your sail regularly to let it air out and dry. Even without rain, condensation can form inside the rolled-up sail. Avoid keeping it closed for several weeks, as this can lead to mildew stains.
Retract your SunSquare system during wind, rain, snowfall, and at night.
Avoid closing the sail while it’s damp. If it gets wet, open it again to dry as soon as weather conditions allow.
Let the rain wash the sail and allow it to dry afterward. This helps remove loose dirt like pollen before it settles into the fabric.
Loose dirt or dust can be rinsed off with a garden hose and clean water. Smaller stains can be gently removed using a soft brush, mild soapy water, and lukewarm water. Do not apply strong pressure – use gentle motions!
You can also refer to the cleaning instructions provided by the sail manufacturers (Sattler SUN TEX, Serge Ferrari, and DICKSON – color charts with QR codes linking to care instructions are available under Downloads).
Never attempt to clean your sail with a high-pressure washer – this can cause serious damage.
In strong winds, folds may form when retracting the sail. Wait for calm weather, fully extend the sail, and then retract it smoothly.
Make sure no insects are sitting on the sail when retracting it. This not only harms the insects but also causes stains.
Turn off your SunSquare LED light or other nearby light sources before retracting the sail. Wait a moment for insects to disperse – this keeps your sail clean and insect-free.
Ensure that no leaves or fruit from nearby trees fall onto the sail.
Trim surrounding trees in time to maintain a safe distance from the sail.

I want to protect my SunSquare shade sail from dirt in the air in winter, what can I do?

You can order a SunSquare sail protection cover and, for example, install it during the winter months. If a property is not going to be used for an extended period, it is also advisable to use the protective cover. The sail remains on the shaft and is packed into the cover while dry.

The protective cover is tailored to the length of your individually planned SunSquare® system and can be obtained through your local distributor.

If you are a SunSquare Headquarter customer, you can order the cover directly from SunSquare. Delivery is usually made by post or handed over by our installers during the final installation of a SunSquare® system—provided the cover was ordered at the time of placing the order.

Are there any maintenance joints I need to take care of with a SunSquare system?

If your SunSquare® system has been installed using wall-mounted components, these parts are sealed with a sealant (silicone) to prevent water ingress. These are considered maintenance joints and must be checked regularly and renewed if necessary.

Loose fittings should also be readjusted.

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Our plants are growing close to the cables and pulleys of the sun sail – what should we be aware of?

If any foreign object, such as a branch, rubs against the system’s cable or fabric, it must be removed immediately. Make sure that the cables and sail do not come into contact with any objects or building parts when moving in the wind.

→ This helps prevent wear, damage, and operational issues.

I want to use my grill or fire bowl under the sun sail – what should I consider?

SunSquare strongly advises against using open flames or grilling (including charcoal and gas grills) directly under the sun sail. Sparks can cause burn holes or even lead to fire. ‍

Additionally, soot buildup may result in staining and long-term damage to the fabric.

The black drum that winds the cable is dirty. How can I clean it?

You can clean the cable winding drum using standard dishwashing detergent.

Can I use my sun sail in winter?

You can use and open your SunSquare® system during winter, but several important precautions must be taken to avoid damage:

The sail fabric must be dry. Weather conditions in the days/weeks prior to opening should have been dry.
Temperatures should be above freezing.
Do not open the SunSquare® system in icy conditions or snowfall. The sail is not designed to bear snow loads! There is a risk of collapse, which could cause injury and serious damage to your SunSquare system.
If snow has fallen on the open sail, it must be removed immediately BEFORE retracting the fabric.‍
If the sail is frozen, wait for milder weather before opening the system.
If the sail is not dismantled or protected with a cover during winter, discoloration may occur (e.g. zebra effect along edges and ends).

General Information

What should you consider when choosing a SunSquare® sail – guidelines and legal aspects.

Mein Sonnensegel wird demnächst montiert, was muss ich berücksichtigen?

Es ist bitte sicherzustellen, dass der Zugang zur Arbeitsstelle zum vereinbarten Zeitpunkt uneingeschränkt gewährleistet ist. Bei fehlendem Zugang werden die dadurch verursachten Mehrkosten, einschließlich Arbeits- und Anfahrtszeiten, in Rechnung gestellt.

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Wichtig ist darüber hinaus, dass ausreichend Platz für die ordnungsgemäße Durchführung der Arbeiten vorhanden ist.

Für Schäden an Gegenständen, die sich im Arbeitsbereich befinden, wird keine Haftung übernommen. Weiters sind alle erforderlichen Genehmigungen von Dritten sowie alle erforderlichen Meldungen und Genehmigungen von Behörden auf eigene Kosten einzuholen und die Verantwortung für deren ordnungsgemäße Abwicklung zu übernehmen. Bei Unterlassung hält der Kunde SunSquare® schad- und klaglos.

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Die Elektrozuleitung und der Anschluss der Anlage müssen durch eine Fachkraft erfolgen – die von uns zu erbringenden Leistungen enthalten keine Elektriker-, Abdichtungs- und Baumeisterarbeiten sowie keine sonstigen Arbeiten, die nicht unserem Gewerk zuzurechnen sind.

Hinweis:

Die SunSquare®-Anlage sollte auf einem eigenen, blitzgeschützten Stromkreis mit FI-Schalter installiert werden.
Der Anschluss muss laut Somfy-Richtlinien durch eine Fachkraft erfolgen.

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What surfaces are suitable for installation?

Die Montage ist auf üblichen Untergründen wie Ziegel, Beton oder ausreichend dimensioniertem Holz (mit oder ohne Vollwärmeschutz) möglich.

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Bei speziellen Bausituationen können Sonderkonsolen oder zusätzliche Arbeiten erforderlich sein. Sollte sich erst während der Montage herausstellen, dass ein erhöhter Aufwand (z. B. Montageplatten, Sonderkonsolen, zusätzliche Arbeits- oder Reisezeiten) nötig ist, ist dieser Mehraufwand gesondert zu vergüten.

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What are my responsibilities once the planning and detailing of my SunSquare system begins?

Before the start of installation, all necessary information must be provided regarding the location of concealed electrical, gas, and water lines (e.g. for screw foundations, wall bracket mounting, etc.), as well as similar infrastructure, escape routes, structural obstacles, property boundaries, potential sources of disruption or danger, required structural data, and any planned modifications.

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If you have questions about specific requirements, feel free to contact us. SunSquare® assumes no liability for damages resulting from incorrect or incomplete information.
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If you fail to fulfill your cooperation obligations, our service – specifically in relation to any limitations caused by incorrect client-provided data – shall not be considered defective. We do not accept liability for any resulting damages. Any additional costs incurred will be charged based on actual effort.

The electrical supply and system connection must be carried out by a qualified professional. The services we provide do not include electrical work, sealing, masonry work, or any other tasks that do not fall within our scope of services.‍

For further details, please refer to our Terms and Conditions.

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Wind damage despite wind sensor – is that possible?

Every motorised SunSquare sun sail is equipped with a wind sensor.
(Exception: BUS system – in this case, a wind sensor must be connected to the SunSquare system via the control system – electrician required!).
If the wind speed increases significantly, the sail closes automatically.
This function serves as an important safety feature but does not provide absolute protection against wind damage.

Example:
For a custom-designed sun sail with approximately 50 m² of surface area, closing takes around 60 seconds.
During this time, strong gusts or the billowing of the sail may cause damage.

Therefore:
In case of approaching storms or forecasted severe weather, the sail should remain closed as a precaution or be retracted early.
By handling the system responsibly, you ensure long-term enjoyment of your investment.

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Why do I need an electrician to complete my SunSquare system?

Jedem sein Gewerk!

Hinweis:

Die SunSquare®-Anlage sollte auf einem eigenen, blitzgeschützten Stromkreis mit FI-Schalter installiert werden.
Der Anschluss muss laut Somfy-Richtlinien durch eine Fachkraft erfolgen.

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