Terms and Conditions

Price doesn’t change for people who stay on as members, as long as they are a member.

HOME COMFORT CLUB MEMBERSHIP TERMS AND CONDITIONS

Last Updated: 2025-05-12

These Terms and Conditions govern your enrollment in the Home Comfort Club (hereinafter “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.

MEMBER BENEFITS SUMMARY

Annual Service Visits: 1-2 visits per year depending on equipment type

As a Home Comfort Club member, you receive:

• 10% discount on all repairs, maintenance, IAQ products, and service-related parts and labour
• Extended 2-year warranty on qualifying repairs performed during active membership (see exclusions below)
• Annual system checkups — includes one to two visits per year: minimum one visit required to maintain warranty. Dual-fuel systems and high-use homes may receive heating season and cooling season visits. Single-fuel or ductless systems may receive one primary visit with an optional second simplified visit for filter changes and light inspection.
• We call you when it’s time — if we don’t reach you after 3 attempts, the visit may be considered fulfilled
• Priority scheduling — get bumped up during high-demand periods
• Bi-annual prize draw entry — just for being a member
• $100/year equipment replacement credit — toward a future full HVAC system replacement of the same equipment that is on the plan, as long as membership is uninterrupted. This credit cannot be used for anything other than replacement of the same equipment, cannot be cashed in, and will be forfeited if the HCC lapses.
• Additional installation warranty year — members who renew their subscription after equipment installation receive one extra year of installation warranty coverage, provided membership remains in good standing for the first two years. This benefit is granted once only.
• Complimentary plumbing safety assessment — annual plumbing system walkthrough including water pressure check, leak detection, water heater inspection, and corrosion assessment. May be combined with HVAC inspection depending on technician availability. This is a value-added service provided as capacity allows, and is a professional walkaround, not a formal inspection or guarantee.
• One diagnostic call per year — members may gift one diagnostic visit per year to friends, family, or neighbors who are new to us or inactive for 5+ years. Not valid if equipment is subsequently purchased on that visit.
• Extended warranty compliance — system checks under this program are sufficient to maintain most extended manufacturer warranty coverage, provided all recommended repairs and maintenance are completed and documented

1. MEMBERSHIP TERM, RENEWAL & CANCELLATION

1.1 Term & Renewal

• The HCC membership begins on the enrollment date and requires a 12-month initial commitment.
• All members must maintain a valid credit card on file and authorize automatic renewal.
• After the first 12 months, annual plans automatically convert to month-to-month billing unless cancelled, with customer pre-approval for this conversion required at enrollment.

1.2 Cancellation

• Members may cancel at any time with 15 days written notice (email or phone).
• No refunds are provided for any fees already paid, including partial months or unused annual payments, except as required by law (see Section 7).
• Cancellation is effective 15 days after notice is received.
• If ServiceXCEL cancels the membership for any reason, our liability is limited to 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

• All members must enroll in automatic monthly credit card billing (VISA, MasterCard, or AMEX) OR make an annual prepayment by approved method with credit card on file for automatic renewal.
• Payment is due on the same day of the month as the original enrollment.
• Annual subscriptions require additional administration and are priced accordingly. Annual plans automatically convert to monthly billing after the first year with customer pre-approval.
• 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 contact attempts, the visit may be considered fulfilled for that year.
• 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 to two annual HVAC system inspections depending on equipment type: minimum one visit required, with optional second visit for simplified maintenance.
• Light cleaning (no unit disassembly).
• Filter change (customer-provided or purchased from ServiceXCEL).
• 10% discount on eligible repairs, maintenance, IAQ products, and service work (before taxes).
• Two-year total parts and labour warranty on qualifying repairs performed during active membership.
• Complimentary plumbing safety assessment when scheduling and technician availability allow.

3.2 Additional Clarifications

• The two-year 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. Diagnostic visits for warranty claims are only waived if the issue is found to be the same part we replaced under warranty.
• This membership does not include 24/7 or emergency service coverage. Service is available during normal business hours.
• Repair services are not covered by this membership unless explicitly stated, but eligible repairs receive the standard discount and warranty benefits.
• If members use other contractors for repairs or service on covered equipment, ServiceXCEL reserves the right to void warranties at our discretion, as we can only warrant our own workmanship and cannot assess what other companies may have done to the equipment.

3.3 Exclusions

• Covered repairs do not include: condensate pumps, filters, heat exchangers, consumables, air cleaners, UV lights, discontinued or specialty parts, or repairs deemed unrelated to our previous work.
• Warranty does not extend to system-wide failures, full unit replacements, or parts not serviced by us.
• Diagnostic fees apply for all service calls; however, if a repair fails due to our workmanship within the 2-year warranty period and the diagnostic reveals the same part we replaced under warranty, the diagnostic fee will be waived.

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 two years 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.
• Plumbing safety assessments are provided as a courtesy professional assessment and walkaround of your plumbing system. While we provide professional observations and recommendations, ServiceXCEL is not liable for any plumbing issues not identified during the assessment.

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; however, if you have already received your annual system check or other services, you will be charged for the visit and services at our standard non-member rate.

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.