HOME COMFORT CLUB (HCC) MEMBERSHIP TERMS AND CONDITIONS

Last Updated: 2025-04-20

These Terms and Conditions govern your enrollment in the Home Comfort Club (HCC), a membership program offered by Canadian HVAC Service Experts Inc. doing business as ServiceXCEL (“ServiceXCEL”, “we”, “our”, or “us”).

By enrolling in the HCC, paying your first fee, or continuing to participate after any renewal date, you agree to the most current Terms & Conditions available at servicexcel.ca/hcc-terms.

1. MEMBERSHIP TERM, RENEWAL & CANCELLATION

1.1 Term & Renewal

• The HCC membership begins on the enrollment date and renews automatically every 12 months.
• After the first 12 months, the plan becomes month-to-month until cancelled.

1.2 Cancellation

• During the first 12 months, members may cancel with written notice. If any service or benefit has already been used during that term, ServiceXCEL reserves the right to charge the remaining fees or claw back any benefits.
• After the first 12 months, members may cancel at any time with written notice (email or phone). No cancellation penalties apply beyond the initial term.
• Cancellation is effective 10 days after notice is received. Fees paid for unused time beyond that point will be refunded.
• If ServiceXCEL cancels the membership for any reason, our liability is limited to refunding unused fees or providing any prepaid services up to the cancellation date.

1.3 Modification of Terms

• We reserve the right to modify HCC terms upon renewal or with 30 days’ notice. Continued participation after notice constitutes acceptance.

1.4 Service Area Limitation

This membership is available only to customers located within ServiceXCEL’s primary service region: Ladysmith, Nanaimo, RDN, Parksville, Coombs, and Qualicum Beach. Customers outside of this area may be subject to additional charges or may be ineligible for the program.

2. PAYMENT TERMS & CUSTOMER OBLIGATIONS

2.1 Payment Methods

• Members must enroll in automatic monthly credit card billing (VISA, MasterCard, or AMEX) OR make an annual prepayment by cheque or approved method.
• Payment is due on the same day of the month as the original enrollment.
• It is the customer’s responsibility to update payment details if their card or account changes. Missed or declined payments will incur a $25 NSF fee.

2.2 Non-Payment

• A 2% per month interest charge applies to late balances.
• Failure to pay may result in suspension of benefits or cancellation of the membership.
• Cancelling your payment method does not cancel your membership; you remain responsible for the contract.

2.3 Customer Responsibilities

• Maintain safe access to all service areas and equipment.
• Schedule at least one annual system check per listed system to retain extended warranties.
• Participate in service scheduling when contacted. After three unsuccessful attempts to schedule your visit, ServiceXCEL may consider the annual check fulfilled.
• Customer is responsible for all taxes or applicable government charges.

Membership applies only to the listed equipment at the time of enrollment and is not transferrable to another property or person without written approval from ServiceXCEL. If the customer sells their home or transfers tenancy, the membership will terminate unless the new homeowner enrolls separately.

3. SERVICES & BENEFITS

3.1 What’s Included

• One annual HVAC system inspection (combined heating/cooling visit where applicable, outside of peak season).
• Light cleaning (no unit disassembly).
• Filter change (customer-provided or purchased from ServiceXCEL).
• 10% discount on eligible HVAC repairs (before taxes).
• One-year parts and labour warranty on qualifying repairs performed during active membership.
• Optional: complimentary plumbing and/or electrical check as we expand service offerings.

3.2 Additional Clarifications

• The one-year parts and labour warranty covers the same part or component that failed due to workmanship or part failure. It does not apply to other components of the system.
• This membership does not include 24/7 or emergency service coverage. Service is available during normal business hours.

3.3 Exclusions

• Repair services are not included unless explicitly offered.
• Warranty does not extend to system-wide failures, full unit replacements, or parts not serviced by us.
• Diagnostic fees may apply; however, if a repair fails due to our workmanship within the 1-year warranty, the diagnostic fee will be waived.

Covered repairs do not include filters, condensate pumps, heat exchangers, specialty or discontinued parts.

4. EQUIPMENT CONDITIONS & WARRANTY

4.1 Condition at Enrollment

• Equipment must be in reasonable working order at sign-up.
• If a unit requires repair at enrollment, ServiceXCEL will quote for the repair. If the customer joins HCC during that visit, they may receive plan discounts on that initial repair.

4.2 Extended Repair Guarantee

• Any qualifying HVAC repair performed while the membership is active is covered for one year from the date of service.
• If an invoice is unpaid, the warranty clock begins on the original service date but may be voided at ServiceXCEL’s discretion.
• Repairs failing multiple times on aged systems may not be performed again. In those cases, replacement may be recommended and required to continue warranty eligibility.

4.3 Voiding of Warranty

• Declining recommended repairs, missing annual system checks, or hiring unauthorized technicians may void all warranties.
• If the customer declines a repair recommendation that ServiceXCEL determines is materially necessary for equipment safety, functionality, or continued use, ServiceXCEL reserves the right to decline further repair attempts or terminate warranty eligibility for that component.
• This is not an insurance policy and does not cover incidental damages.

4.4 Manufacturer Disclaimer

ServiceXCEL does not warranty the performance of products we did not manufacture. Manufacturer warranties are separate and subject to their own terms.

5. LIMITATION OF LIABILITY & INDEMNITY

5.1 Limitation of Liability

• ServiceXCEL is not liable for any indirect, incidental, special, or consequential damages, including product loss, property damage, or loss of use.
• Our liability is capped at the total fees paid to us under the membership.
• We are not responsible for availability of parts or third-party equipment performance.

5.2 Indemnity

• Customer agrees to indemnify ServiceXCEL from any claims, damages, or losses related to misuse, unauthorized work, or third-party interference.
• Where multiple customers are listed, all are jointly and severally responsible for obligations.

5.3 Governing Law

This agreement is governed by the laws of British Columbia. Disputes will be resolved in the courts of Nanaimo, BC.

6. PRIVACY

• By enrolling, customers consent to receiving communications regarding scheduling, maintenance reminders, and related services.
• Marketing emails may be sent occasionally; customers can opt out at any time.

We do not sell customer information or share it outside of our operational software partners (e.g. ServiceTitan).

7. CONSUMER RIGHTS & COOLING-OFF PERIOD

• Customers who enroll during in-home sales visits are entitled to a 10-day cooling-off period under BC’s Business Practices and Consumer Protection Act.

If cancelling during this period, all fees will be refunded, but discounts or benefits used will be clawed back in the final invoice.

8. ENTIRE AGREEMENT & CHANGES

• These Terms constitute the full agreement for HCC membership.
• We may update these Terms at any time. Updated versions will be posted at servicexcel.ca/hcc-terms. Continued participation after changes constitutes agreement.
• No oral modifications or promises are binding unless signed in writing by ServiceXCEL.

QUESTIONS?

Please contact reception@servicexcel.ca or call 250-760-0898.