Terms & Conditions

Effective upon requesting, authorizing, or paying for any estimate, service, repair, or installation. Applies to: All Customers. Owner: Ops Manager.

By requesting, authorizing, or paying for any estimate, service, repair, or installation performed by TruFinity Plumbing Heating & Cooling (the “Contractor”), the property owner, tenant, or authorized agent (the “Customer”) agrees that these Standard Terms & Conditions govern the transaction in full, together with any written estimate, work order, or invoice issued by the Contractor (collectively the “Agreement”).

1. Definitions

• Invoice — The final statement of account issued upon completion of work.
• Net Due — The calendar date on which the entire outstanding balance becomes payable in full.
• Workmanship — All labour, installation practices, fastening, piping, wiring, and venting performed by the Contractor or its authorized subcontractors.
• Critical Component — For “No-Lemon” purposes, a furnace/air-handler heat exchanger, compressor, or tankless water-heater heat exchanger.

2. The TruFinity Promise

Every service, repair, and installation performed by TruFinity carries the warranties in 2.2 and the guarantees in 2.3. The rules in 2.1 apply to every one of them.

2.1 Rules for Every Warranty and Guarantee

• Transfer — Warranties in 2.2 transfer once free within 3 years of the invoice date, then for a CA $49 admin fee, and only if required maintenance is current. The Lifetime Workmanship Guarantee and the guarantees in 2.3 stay with the original Customer. Memberships transfer under Section 7.8.
• No Stacking — Where more than one term applies to the same work (membership, option, standalone item, or standard term), the single longest applies; a package never reduces coverage. A term is set on the invoice date and holds while required maintenance is kept up, even if a membership ends.
• Payment, Maintenance and Registration — Coverage starts once the invoice is paid in full. Maintenance stated on the estimate is done yearly by TruFinity (membership or paid visit; membership never required). If required maintenance is more than 60 days past due, TruFinity coverage is suspended until the maintenance is done; the term keeps running and manufacturer warranties are unaffected. TruFinity registers every unit it installs where required.
• Exclusions — No coverage for damage caused by abuse, neglect, improper use, power surges, fire, flood, lightning, or other force majeure events; pre-existing concealed conditions or building/system conditions outside the quoted scope (e.g., collapsed ducts, insufficient insulation); or modifications or repairs performed by others.
• Claim Process — Customer must notify TruFinity within 72 hours of discovering an issue and allow reasonable access for diagnosis. TruFinity will coordinate OEM part claims.
• Warranty Calls — $0 when the failure is covered; the dispatch/diagnostic fee applies when it is not, and on every call after regular business hours. Covered parts and labour stay free; labour is billed at regular rates.
• Remedy and Liability — TruFinity’s sole obligation is to repair, replace, credit, or refund as specified; consequential or incidental damages are not recoverable. On installations, liability is limited to the lesser of replacement cost or contract price.

2.2 Warranties

2.3 Guarantees

3. Manufacturer Warranty Administration — Non-TruFinity Equipment or Expired Coverage

TruFinity may assist with warranty claims on equipment not supplied or installed by us, or where our warranty has expired or been voided.

A non-refundable Manufacturer Warranty Administration Fee of CA $129 will apply. This covers administrative effort in liaising with manufacturers, diagnostic labour to verify the fault, and documentation and follow-up required for claim submission.

If equipment or parts were not installed by TruFinity: the Customer is responsible for full upfront payment. Once the manufacturer warranty claim is approved, TruFinity will reimburse the Customer for the covered amount, less the Manufacturer Warranty Administration Fee.

Any reimbursement received from the manufacturer for an amount already charged to the Customer will be credited to the Customer’s account. TruFinity will not retain payment for administration or labour that has been reimbursed by the manufacturer or supplier.

TruFinity cannot guarantee manufacturer approval of claims or coverage of labour costs. Declined warranty items will be quoted and billed separately at standard rates.

Warranty services are scheduled during regular business hours. After-hours or emergency service requests carry the dispatch/diagnostic fee; labour is billed at regular rates.

4. Standard Exclusions (All Quotes)

The following items are excluded from base pricing unless otherwise stated in writing. Work may be performed under a separate change order at additional cost.

5. Payment Terms and Conditions

• Currency and Taxes — All amounts are CAD and include GST/PST unless otherwise noted.
• Quote Validity — Estimates remain open for 30 calendar days.
• Deposits and Progress Payments — A 20% deposit is due at signing for service and repair work, non-specialty orders, and equipment installations. Special-order (non-stocked) parts and equipment require a 50% deposit at the time of order. For equipment installations and special-order items only, 10% of the total job price is non-refundable once the order is placed. Deposits on service and repair work are fully refundable.
• Payment Methods — Cash, cheque, debit, e-transfer to billing@trufinity.ca, Visa/Mastercard/Amex, PAD, or approved third-party financing.
• Due-Upon-Receipt — Unless otherwise stated, all invoices are Net Due 0; Customer authorizes Contractor to charge the selected payment method at or after job completion.
• Returned or Declined Payments — CA $40 fee per occurrence.
• Interest on Overdue Balances — Simple interest at 2.5% per month (30% per annum), calculated from the due date until paid. Interest is not compounded.
• Financing Shortfall — If financing collapses, the outstanding balance becomes immediately due.
• Rebates and Incentives — A CleanBC, FortisBC or other rebate discussed or shown on an estimate or invoice is an estimate; the program decides eligibility and the amount, and approval is not guaranteed. Customer meets the program’s requirements. If a credited rebate is reduced or denied, Customer pays Contractor the difference, up to the full credited amount, on receipt of Contractor’s invoice.
• Disputed Charges — Must be reported in writing within 5 business days; undisputed sums remain payable.
• Title and Risk — Title transfers only upon full payment; risk transfers at substantial completion.
• Lien and Collection — Contractor may file a lien, engage collections, and recover all reasonable costs, including legal fees.
• Suspension of Work — Contractor may pause or terminate work if payments fall overdue; Customer is liable for demobilization costs.
• No Waiver — Failure to enforce any right does not waive that right.
• Severability — Invalidity of any clause does not affect the remainder of the Terms.

6. Additional Protective Clauses

• Limitation of Liability — Contractor’s total liability shall not exceed the lesser of the contract price or CAD $50,000, except for liability that cannot be limited by law and except for the TruProtect Cable Coverage recovery limit stated on the estimate under Section 2.2, which applies as written.
• Force Majeure — Contractor is not liable for delays or failures caused by events beyond reasonable control (e.g., extreme weather, strikes, supply-chain disruptions, pandemics).
• Insurance — Contractor maintains general liability and Workers’ Compensation coverage as required by BC law.
• Governing Law — Agreement is governed by the laws of the Province of British Columbia; venue is exclusively in the courts of Kelowna, BC.
• Amendment — No amendment is valid unless in a written change order signed by both parties.
• Assignment — Customer may not assign rights without Contractor’s prior written consent.
• Privacy — Customer data is collected and used solely to perform the Agreement and comply with legal obligations; data is stored securely and not sold.
• Entire Agreement — The Agreement supersedes all prior proposals, discussions, and representations, oral or written.

7. TruLoyalty Club Membership — Terms and Conditions

The provisions in this Section 7 apply in addition to all other Terms when the Customer enrolls in the TruLoyalty Club or similar membership plan (collectively the “Membership”). The plans are TruLoyalty and TruLoyalty+.

Plans and Benefits

Both plans: 12-month term, $99 dispatch fee waived on every member call, 5% off equipment, TruPriority service, and priority scheduling. Emergency service: members receive service within 24 hours of the logged call, or a $50 account credit.

8. Fees That Apply to All Customers

• Dispatch Fee — Every service call carries a CA $99 dispatch/diagnostic fee, at any hour and any address. The fee is waived for TruLoyalty and TruLoyalty+ Members. A non-member who enrolls in TruLoyalty on the call has the fee waived. After-hours labour is priced per the current price book; no separate after-hours fee applies.
• Appointment Cancellation Fee — A CA $79 fee applies to any Customer who cancels or denies access with less than 24 hours’ notice of a scheduled appointment, whether or not the Customer is a Member.

Customer Acknowledgment and Acceptance

I, the undersigned (“Customer”), certify that I have received, read, and understood TruFinity Plumbing Heating & Cooling’s Standard Terms & Conditions of Sale and Service — including the Payment Terms, Warranty Statement, Privacy Policy, and any project-specific addenda. By signing below, I accept these provisions in their entirety and authorize TruFinity to proceed with the agreed-upon work using the labour, materials, and payment arrangements described in the accompanying estimate and/or invoice. I confirm that I am the legal owner or authorized agent for the service address and have full authority to bind the Customer to this agreement.

The signature lines (Customer name, signature, service address, TruFinity authorized signature and dates) are completed on the printed Customer Copy.