Comfort Protection Plan Terms & Conditions
Relax. Everything you need to know is all right here in black and white.
Your Consent Regarding Information:
You consent to our collection of your credit, financial and related personal information, and to
the exchange of this information between us, credit bureaus, financial institutions, our
subsidiaries and affiliates and other persons with whom you have had or may have financial
dealings, and to our use of this information for the purposes of: verifying and evaluating your
creditworthiness and other information you provide to us in connection with your account
(including verifying your identity for regulatory compliance purposes); establishing, servicing
and collecting on your account; providing the products and services you request; providing
credit references; communicating with you for these purposes; and meeting legal, regulatory,
audit, processing and security purposes, and as otherwise permitted or required by law. In
addition to the purposes above, we and our affiliates assume that you consent to our use of your
contact information to provide you with occasional information about other products and services
offered by us or our affiliates. However, you may refuse consent for this purpose by contacting
us within ten (10) days after you receive a copy of your bill, at 1-877-267-7902. To request
access to or correction of your personal information, or for more information about our privacy
practices, see our Privacy Policy at reliancehomecomfort.com or write to us at Reliance Home
Comfort, P.O. Box 2305 STN A, Oshawa, Ontario L1H 7V5, attention Chief Privacy Officer.
*CUSTOMER REWARDS
As a Comfort Protection/Plus Maintenance Plan customer, you may be eligible for certain
exclusive benefits and offers. To inquire about the benefits and offers that may apply to you,
please call 1-888-721-7759. Thank you for choosing Reliance Home Comfort. We look forward to
meeting your home comfort needs.
For more details on your plan benefits call:
1-866-Reliance (1-866-735-4262)
reliancehomecomfort.com
*Subject to plan Terms and Conditions
Keeping your plumbing and/or home comfort equipment worry-free
Thank you for choosing Reliance Home Comfort. We look forward to covering your home with a
Comfort Protection/Plus plan. It is specially priced and simply added to your bill. The Terms
and Conditions of coverage under your Plan are documented below. Please keep this copy for your
reference. Remember, as set out in the Terms and Conditions, your Comfort Protection/Plus
Maintenance Plan coverage includes:
• Year-round protection from most expensive and unexpected repair costs*
• Free parts and labour on most service*
• Priority Service
• Service by our Professionally Certified Service Technicians
OTHER TERMS
• We will not reimburse you for the costs of services or parts replacement performed by
contractors that have not been authorized by us.
• Except as specifically provided, your plan coverage is non-refundable. Your plan coverage is
not transferable to another residence.
• We have the right to change, from time to time, any term that applies to your plan, including
any plan rates and charges, by sending you prior notice of the change and such change will be
effective 30 days after the date set out in that notice.
• We may sell, assign or otherwise dispose of, or grant a security interest in, all or part of
our right and interest in this agreement to anyone else, without notice to you or your consent.
To the extent not prohibited by law, you will not assert against any transferee any claims,
defences, set-offs, deductions or counter-claims which you may now or in the future be entitled
to assert against us.The costs of redecoration and restoration costs required as a result of any
work performed in connection with any of the Plans are not covered. This includes
wall-coverings, drywall, plaster, wallpaper, paint, floor coverings, tile, cabinetry,
countertops, landscaping or repair of any structural or cosmetic defects.
COMFORT PROTECTION PLANS – TERMS AND CONDITIONS SERVICES COVERED
Comfort Heating/Cooling Protection Plans:
Cover the diagnosis and repair, replacement or adjustment, as we determine necessary, of
specified parts within your “heating unit” (if your plan includes a “Heating Protection Plan”)
and “cooling unit” (if your plan includes a “Cooling Protection Plan”) subject to the exceptions
noted below. For parts and services included in the Comfort Heating/Cooling Protection Plans,
you are protected from all labour and part replacement costs, up to the limits described below.
Comfort Heating/Cooling Protection Plus Plans:
If your plan includes a “Heating Protection Plus Maintenance Plan” same coverage as Comfort
Heating Protection Plans plus a 21-point annual check-up and cleaning of your “heating unit”
including a safety test for carbon monoxide. “Flushing of the heat exchanger” or “additional
cleaning” that is required due to insufficient maintenance prior to joining any Comfort Heating
Protection Plan or Plus Maintenance Plan is excluded from coverage and will be charged to you at
our standard labour rate (currently $149). Boiler system drainage and refill are excluded from
any Comfort Heating Protection Plan or Plus Maintenance Plan coverage.
If your plan includes a “Cooling Protection Plus Maintenance Plan” same coverage as a Comfort
Cooling Protection Plan, plus an annual check-up and cleaning of your “cooling unit.” The costs
to diagnose and replace any defective parts which have caused a refrigerant leak are included in
your Comfort Cooling Protection Plan or Plus Maintenance Plan including refrigerant recovery,
vacuuming and refill. Additional cleaning that is required due to insufficient maintenance prior
to joining any Comfort Cooling Protection Plan or Plus Maintenance Plan is excluded from
coverage and will be charged to you at our standard labour rate (currently $149). Although we
may attempt to remind you from time to time of any annual check-up or cleaning to which you may
be entitled, we are not obligated to do so and you are responsible for contacting us to arrange
any such annual check-up or cleaning at a mutually convenient time. We will not be responsible
for any annual check-up or cleaning that is not provided due to you failing to contact us.
Plumbing Protection Plans:
Covers the diagnosis, repair, adjustment or, if applicable, replacement, all as we determine
necessary of specified parts related to the plumbing and related piping and drains inside your
home and waste drainage and rainwater drains within your house or, if you have a condominium, to
the point of connection with common elements (your “plumbing and drain system”).
Comfort Heating/Cooling and Plumbing Protection Plus Plans:
Same coverage as both Comfort Heating Protection Plus Maintenance Plans and Plumbing Protection
Plans described above.
EQUIPMENT COVERED
Comfort Heating Protection Plans:
Covers one of the following: residential natural gas furnace, boiler, space heater, air handler,
heat pump, or high velocity unit (the “heating unit”). Equipment using conversion burners, the
conversion burner itself, fireplaces and ductless or wall units are not eligible for coverage.
Equipment serving more than one dwelling unit is not eligible for coverage. Heating equipment
that heats using electricity or a fuel other than natural gas (e.g. oil, propane, wood, etc.) is
not eligible for coverage.
Comfort Cooling Protection Plans:
Coverage for a residential electric powered central air conditioning unit, heat pump or high
velocity air conditioning unit (the “cooling unit”). Natural gas powered, ductless or wall units
are not eligible for coverage.
Equipment serving more than one dwelling unit is not eligible for coverage.
Comfort Heating/Cooling Protection Plus Plans:
Cover the same equipment as the Comfort Heating/Cooling Protection Plans.
PARTS COVERED
Comfort Heating Protection Plans:
• Gas Burner and Orifices
• Automatic Gas Control Valves
• Gas Regulator
• Electric Ignition System
• Relay
• Flame Spreader
• Pilot Burner
• Thermocouple/Generator
• Fan and Limit Controls
• Power Burner Motor
• Heating Circuit Transformer
• Venter Motor Assembly
• Roll Out Switch
• Vent System Pressure Switch
• Condensate Pump
• Furnace Low Voltage Circuit Fuse
• Automatic Vent Damper/Motor
• Aqua Stat Controls
• Flow Switch
• Pulley and Belt
• Blower/Component
• Fan Motor
• Door Switch
• Summer/Winter Switch
• Thermostat (other than Wi-Fi enabled thermostats)
The following parts are excluded from coverage under your plan: heat exchanger, heating coil
(air handler), heating sections (boiler), firebox/combustion chamber, furnace filters, low and
high water cut-off valves, circulating pumps, zone valves, Wi-Fi enabled thermostats and parts
added on to accommodate ancillary equipment such as air conditioners, humidifiers, etc.
Replacement of the complete heating unit is not covered under any of these plans.
Comfort Cooling Protection Plans:
The following is a complete list of parts covered by your Comfort Cooling Protection Plan:
• Add-On Fan Centres
• Capacitor
• Line Components
• Internal Copper Tubing
• Low Ambient Temperature Sensor
• Add-On Indoor Fan Relay
• Cooling Contactor/Relay
• Evaporator Coil
• Internal Electrical Wiring
• Condenser Fan Motor
• Thermostat (other than Wi-Fi enabled thermostats)
• Fan Blade
• Pressure switch
• Service valve
The following are exceptions from coverage under your plan: compressor and condenser coil
replacement and Wi-Fi enabled thermostats. Repairs required within the furnace or air handler
are not covered by the Comfort Cooling Protection Plans but are included in the Comfort Heating,
or Heating/Cooling combined Protection Plans.
Comfort Heating/Cooling Protection Plus Plans:
Parts coverage and exclusions are the same as the Comfort Heating/Cooling Protection Plans.
Plumbing Protection Plans:
The following is a complete list of the parts in your plumbing and drain system covered by your
Plumbing Protection Plan:
• Hot and cold water pipes and drainage pipes inside your home and downstream from your main
water incoming water valve
• Faucet repair including replacement of washers and/or cartridges in taps and faucets
• Mechanical pop-up stoppers
• Piping repairs to your humidifier, dishwasher and refrigerator
• Outside hose bibs
• Blocked toilets, sinks, and showers
• Moving parts within the toilet tank
• Toilet flange repair
• Diagnosis of below grade waste drains or below grade rainwater drain blockages
• Primer line to laundry tub
• Mixing valves (other than those in hydronic heating systems)
• Humidifier valves
• Inspection and repair of backwater valves
• Repair of shut-off valves
The following items are excluded from coverage:
• Faucet replacement
• Mixing valves contained in hydronic heating systems
• Hands free faucet repair
• Annual or routine plumbing inspection or cleaning of drains or catch basins,
• changes to/or problems with municipal water services
• repair or replacement of other fixtures, appliances or equipment, water heaters, water
softeners, water filtration systems, sceptic systems, sink basins, toilet seats, toilet tanks or
bowls, bathtubs, showers, bidets, boilers, boiler piping and valves, radiators, radiator piping
and valves, humidifiers, refrigerators, washing machines, dishwashers, hot tubs, swimming pools,
out-building supplies, decorative garden features, rainwater downspouts or eavestroughs, weeping
tiles, backflow preventers, check valves, radiant in-floor heating and Saniflo electrical units
for toilets
• repairs made necessary as a result of faulty fixtures, appliances or equipment, sump
pumps,
• repairs of or cleaning of blockages in blow grade drains,
• Installation of new or replacement backwater valves
• Repair or replacement of circulation pumps
• Washing machine hoses
• repair or replacement of motors, heaters, jets or related piping provided to bathtubs, hot
tubs or swimming pools
• fresh water tubes and drain tubes related to appliances
• heating equipment piping/drains, or sceptic systems and their outflow pipes,
• pipe replacement required where pipe design/integrity has resulted in poor pressure (e.g. the
calcification of galvanized or lead piping or integrity problems related to hard water),
• drain piping repairs caused by improper installation or settling,
• replacement of galvanized, lead, cast iron, or non-PEX plastic piping;
• and mobile homes.
Comfort Heating/Cooling and Plumbing Protection Plus Plans:
Parts coverage and exclusions are the same as both Comfort Heating/Cooling Protection Plus Plans
and Plumbing Protection Plans described above.
CANCELLATION
Your plan is in effect for a one month term, which term shall automatically be renewed for
successive one month terms until cancelled by either us or by you upon written notice to
the other party. Such cancellation will be effective on the date written notice is given unless
the party giving the notice indicates otherwise within such notice.
If you cancel this Agreement, you will remain liable to us for any outstanding amounts owing on
your account. In the event that we cancel this Agreement, our liability will be restricted to a
refund, if any, of the unexpired portion of any payments made, and to completing any repairs or
parts placements covered by your plan for which you have notified us up to the date of the
termination of this Agreement.
BILLING AND PAYMENT
Your bill will be sent by us to you on a quarterly basis or, if permitted by us, on a monthly
basis. Your charges are due 15 days after the bill issue date on your bill. A bill may not be
sent to you if we believe that you have a credit balance. For your convenience, we have arranged
the various payment options. Your payment may be made by cheque or money order payable to
Reliance Home Comfort and, so long as there is no interruption in postal service, sent by mail
to Reliance Home Comfort, P.O. Box 2305 STN A, Oshawa, Ontario L1H 7V5. Your account number
should be included on the front of your cheque or money order. Cash should not be sent through
the mail. Payments may also be made through a financial institution in the manner of your choice
(including paying at an automated teller machine, through telebanking or internet banking). If
you have authorized us to have your payments deducted from your bank account (a pre-authorized
payment or “PAP”), we will notify you 15 days prior to the first PAP. You will only receive
another bill if the amount of the PAP changes. On approximately the same day (a “PAP Date”) each
quarter or, if permitted by us, each month, the charges set out on your bill are due and we will
debit the account identified in the banking information you have provided (or any other account
that you may identify to us from time to time) for those charges and all other amounts you owe
us. If the PAP Date falls on a weekend or statutory holiday, your account will be debited on the
next business day.
You agree that we will not notify you in advance of each PAP. The Plan services
are provided for your personal use. You may cancel this authorization upon 30 days written
notice to us, however, you remain obligated to pay all amounts due or owing under your Plan. You
have certain recourse rights if any debit that we draw does not comply with this authorization.
For example, you have the right to reimbursement for any debit that is not authorized or is not
consistent with this authorization. For more information on your right to cancel a PAP debit
agreement or on your recourse rights, contact your financial institution or visit www.cdnpay.ca.
You will pay us on demand interest on all amounts payable by you (including interest) and not
paid when due, both before and after judgment, at a rate equal to 1.5% per month (or 19.6% per
annum), compounded monthly. You will be charged $25 for any cheque that is returned unpaid by
your bank or for any PAP that cannot be processed for any reason.
If more than one customer is named on the front of your bill, you understand that each of you is
individually liable, and all of you are collectively liable, for all obligations imposed on you
by this Agreement.
NOTICE OF CHANGES
You agree to promptly inform us of any change of your mailing address at least 30 days in
advance of such change. If you have chosen to make your payments under this Agreement by PAP,
you must inform us in writing of any changes in the bank account information you provided.
Notice of any change should be sent to us Reliance Home Comfort, P.O. Box 2305 STN A, Oshawa,
Ontario L1H 7V5 or call us at 1-866-Reliance (1-866-735-4262) or visit us at
reliancehomecomfort.com.
UNAVAILABLE PARTS and PART REPLACEMENT
If a part is unavailable, we will attempt to obtain a replacement part or an equivalent
substitute as quickly as possible, but limited availability of certain parts may result in
delays from time to time. In particular, but without limitation, we may not be able to readily
or locally obtain parts (including cartridges and washers) for certain makes and models of taps
and/or faucets. In the unusual event that we cannot provide a part replacement or an equivalent
substitute, we will not be liable for such part replacement, equivalent substitute or for any
resulting damages. Parts replacement or equivalent substitutes are solely at our discretion.
Any part that is found to be defective and is replaced under your plan coverage becomes our sole
property and may be disposed of at our discretion.
LIMIT ON LIABILITY
We are not the manufacturer or supplier of the heating unit, the cooling unit or the plumbing
and drain system and we make no representations, warranties or conditions as to the performance
of such equipment or system. We will not be liable for any loss, damage or injury of any type
arising out of or related to your Plan or caused or contributed in any way by the use and
operation of the heating unit, the cooling unit and/or the plumbing and drain system or any
indirect, incidental, special or consequential damages, even if reasonably foreseeable. If we
are not able to perform any of our obligations under this Agreement because of circumstances or
events beyond our control, we shall be excused from the performance of such obligations for the
duration of such circumstances or events and we shall not be liable to you for such failure to
perform. These plans are not insurance and do not cover any losses, repairs or replacements
arising from abuse, accidental or deliberate damage, theft, vandalism, fire, flood, freezing,
earthquake, other natural disasters, acts of war, acts of God, unauthorized repair, if the
equipment has been turned off, improper thermostat setting, or household electrical
problems.
You will indemnify us from all claims, losses and costs that we may suffer or pay, or may be
required to pay, including legal expenses, in connection with the heating unit, the cooling
unit, the plumbing and drain system, your Plan or the use and operation of either the system or
unit, including any claims against us for any injury or death to individuals or damage to
property. You will pay, when due, all taxes and other charges imposed by any governmental
authority on or in connection with this Agreement or your payments made under it.
Your plan will become active 21 days after your enrolment.