Terms & Conditions

Please carefully read these Terms & Conditions, as they contain important information regarding our services. If you have any questions, please contact us using the contact information.

Terms of the plan

• Period: The Plan is valid for one year, but there is a 30-day waiting period before you are eligible to receive services under the Plan.
• Rate or Terms Change: Superior Home Warranty will provide you with a 30-day notice before any changes are made to the Plan’s pricing or Terms & Conditions.
• Cancellation: You must notify Superior Home Warranty that you wish to cancel the Plan 30 days before the end of the annual term.

Protection summary

• The Plan covers only the appliances and systems included in the Agreement unless additional options are purchased and specified in the agreement. The Plan does not cover appliances not listed in the Plan.
• If the house has multiple heating/cooling systems, the plan, by default, covers only one system.
• Plumbing, electrical, appliances, and HVAC should comply with the existing local codes, regulations, and manufacturer specifications before the Protection Plan takes effect.
• The Company will provide repair services to restore your protected items to normal operating conditions. This includes addressing issues from normal usage and electrical and mechanical failures.
• Plumbing protection is limited to elements within the building foundation that are no more than two feet below ground level.
• Preventive maintenance may be performed free of charge if specifically stated in the Plan.
• Repairs will not be made and refunds will not be paid if your account (payment) is overdue or has expired.
• The Protection Plan becomes effective only after all other manufacturers, builders, distributors, or extended warranties have expired.
• If the Company has paid for repairing or replacing a device or system, this element cannot be removed from your plan.
• Parts/items can only be replaced once, i.e. the oven fan cannot be replaced twice.

HVAC system protection

A plan you choose will include the diagnosis and, if necessary, the repair, replacement or adjustment of the specified parts within your HVAC units. Our authorized technician will asses your unit and offer the best course of action.

The following is a list of items covered by Silver Plan:

• Furnace: door switch, hot surface igniter, ignition runner bar, high limit switch, roll out switch, flame sensor, pilot tubing, low voltage circuit fuse, vent system pressure switch, blower motor, inducer motor, main motherboard control, gas valve.
• Air Handler: blower motor, heating coil, and control board switch.
• Air Conditioner: capacitor, filter drier, relay switch, contactor, circuit board, disconnect box, compressor, condenser coil, fan motor, evaporator coil, expansion valve, line set replacements, refrigerant recharge.

Gold Plan covers all Silver Plan items, plus:

• Boiler: flame sensor, flow switch, main motherboard control, inducer motor, hot surface ignitor, bypass valve, internal circulation pump, heat exchanger, and gas valve.
• Water Heater Tank: flame sensor, pilot light, thermocouple, thermostat, igniter, heating element, timer, burner, anode rod, dip tube, gas control valve, pressure relief valve, tank flushing and cleaning.

Platinum Plan covers all Silver and Gold Plan items, plus:

• Tankless Water Heater: bypass valve, heating element, hot surface igniter, thermostat (electric), flame sensor, flow sensor, pilot light, pressure relief valve, main control board, gas control valve, inducer motor, heat exchanger, burner; flushing and descaling.

Note: Each plan (Silver, Gold, Platinum) has its own annual limit on covered parts.

HVAC system exclusions

The following items are excluded from coverage:

• ductless wall units;
• natural gas powered cooling units;
• wall cooling units;
• water cooled cooling units;
• portable units;
• heat pumps;
• air cleaners;
• humidifiers;
• furnace filters;
• Wi-Fi enabled thermostats;
• glycol filled systems;
• purging radiators of air;
• repair of water leaks on distribution or radiation piping;
• draining of the heating system.

Appliance protection

A plan you choose will cover the diagnosis and, if necessary, the repair, replacement or adjustment of the specified parts within your appliances. Our authorized technician will asses your unit and offer the best course of action.

The following is a list of items covered by Silver Plan:

• Dishwasher: sprayer arm; door seal; thermal fuse; filter; float switch; air gap; drain hose; tub; water inlet valve; heating element; door spring & latch; drain pump; motor; drain cleaning.
• Washer: water hose; belt; switch; coupling; clutch; water inlet valve; timer; rubber seal; pump; control board; shock absorber; motor; transmission; bearing; drum; spider arm; cleaning.
• Dryer: belt; pulley; roller; door switch; vent; sensor; thermal fuse; thermostat; bearing; coil; timer; heating element; igniter; drum; control board; motor.
• Oven: safety system; thermostat; thermal fuse; sensor; door switch; igniter; insulation; fan motor; control board.
• Cooktop: door lock; thermal fuse; thermostat; sensor; heating element; burner; igniter.

Gold and Platinum Plans cover all Silver Plan items, plus refrigerator maintenance.

Note: Each plan (Silver, Gold, Platinum) has its own annual limit on covered parts.

Appliance exclusions

While each plan covers as many of your home appliances as possible, there are repairs and services we don’t provide, including:

• Dishwasher: glass displays; light bulbs; grates; caps; rinse aid dispensers; racks and baskets.
• Washer: glass displays; light bulbs; grates; caps; rinse aids; fabric softener dispenser; plastic mini tubs; soap dispensers; filter screens; damage to clothing.
• Dryer: glass displays; light bulbs; grates; caps; venting; lint screens; damage to clothing.
• Oven / Cooktop: clocks and LED displays (unless they affect the function of the oven); meat probe assemblies; rotisseries; racks; light bulbs; shelves; roller or leveling feet; grates; burner bowls; glass displays; glass or ceramic tops (unless deemed to be a thermal crack by an authorized technician); trays; sensi-heat burners will only be replaced with standard burners.

Note: We are committed to providing comprehensive repair services for a wide range of appliance brands, excluding Miele,Thermador, Bloomberg, Subzero, Viking.

Plumbing system protection

A plan you choose will cover the diagnosis, repair, replacement or adjustment of your plumbing fixtures. Our authorized plumber will asses your fixture and offer the best course of action. The services can be provided either completely free of charge or at a reduced price depending on the plan you’ve chosen (Silver, Gold, Platinum).

The following is a list of services covered by Silver Plan:

• Faucet: replacement of hose bib valve outside (not the frost-free); replacement of hose bib valve inside (not the frost-free); replacement of laundry, kitchen, and bathroom sink faucets (basic ones only).
• Water Supply: one-time replacement of fixture isolation valve; one-time replacement of prime line to laundry tub; two shut-off valves installation (in the house); four shut-off valves installation (in the house); backflow preventer (main water line) service; backflow preventer (main water line) replacement.

Gold and Platinum Plans cover all Silver Plan services, plus:

• Sewer & Drain: toilet auger; toilet drain snaking; shower drain snaking; bathroom sink drain snaking; kitchen sink drain snaking; one-time main drain camera inspection; drain backflow preventer service; three main drain snaking; rainwater drainage flushing; building trap drainage flushing; drain backflow preventer replacement; water jet cleaning service; stack replacement; stack partial replacement; main drain (inside) full replacement; main drain (inside) partial replacement; main drain (outside) full replacement; main drain (outside) partial replacement;
• Plumbing Leaks: Leak detection service; kitchen faucet leak repair (if repairable); basic sectional leak repair of exposed plumbing pipes (up to a maximum of 2 feet); bathroom sink faucet leaks repair (if repairable); shower faucet leaks repair (if repairable); toilet leaks repair (flange and gasket); leak repair of interior plumbing of fixtures only.
• Shower: waterproofing; replacement of shower arms, shower heads, mixing valves, reno plates, and cartridges.
• Toilet: replacement of fill valve, flapper, wax ring seal, flange repair kit, toilet seat, flange and elbow, as well as toilet stack replacement.
• Water Treatment Systems: softner diagnosis; water quality diagnosis; UN filter diagnosis; iron filter diagnosis; reverse osmosis (RO) diagnosis; softner control replacement; softner flush; iron filter control replacement; iron filter flush; UV filter control replacement; UV filter flush; reverse osmosis (RO) filter cartridge replacement; reverse osmosis (RO) flush; bead spil whole-house flush.

Plumbing system exclusions

The following items are excluded from coverage:

• landscape drain lines;
• frozen pipes;
• damage or stoppages caused by broken drain, vent, or sewer lines outside the home’s main foundation;
• stoppages that cannot be cleared with a standard 100-foot sewer cable even if within the home’s main foundation;
• damage or stoppages caused by roots;
• flow restrictions in fresh water lines;
• water sprinkler system;
• irrigation system;
• bathtubs;
• hot tubs;
• shower enclosures and base pans;
• Whirlpool tubs and related components;
• inadequate or excessive water pressure;
• cost to locate, access, or install cleanouts;
• sink basins;
• polybutylene piping;
• frost free hose bibs;
• sewage ejector pump.

Electrical system protection

A plan you choose will cover the diagnosis, repair, replacement or adjustment of your electrical fixtures. Our authorized electrician will asses your fixture and offer the best course of action. The services can be provided either completely free of charge or at a reduced price depending on the plan you’ve chosen (Silver, Gold, Platinum).

The following is a list of items covered by Silver Plan:

• Basic Wiring: junction boxes replacement; internal wiring sectional replacement (max 10 feet); internal wiring sectional replacement (max 20 feet); junction boxes and re-wiring; whole house aluminum wiring upgrade to copper; per-story aluminum wiring upgrade to copper; conduit/wiring installation for house and outlets.

Gold Plan covers all Silver Plan items, plus:

• Outlets: outlet inspection; outlet cover replacement; electrical outlet replacement (two per house); electrical outlet replacement (four per house); gfci outlet replacement; outdoor electrical outlet replacement; ground an outlet.
• Switches: switch inspection; light switch replacement; circuit breaker switch replacement.
• Electrical Panel: electrical panel inspection; electric glass fuse replacement (four max per house); electrical panel small repair (not upgrade); electrical panel upgrade; electrical single pole breaker replacement; electrical double pole breaker replacement.
• Conduit/Wire: whole house electric inspection (insurance purpose); whole house electric wire upgrade (aluminum to copper).
• Grounding/Neutral: water heater grounding; furnace grounding; air handler grounding; boiler grounding; heat pump breaker and wiring installation.

Platinum Plan covers all Silver and Gold Plan items, plus:

• Light Fixtures: recessed light fixture replacement; regular bulb replacement; surface light fixture replacement; suspended light fixture replacement; fluorescent light fixture replacement; ballast replacement; decorative light installation; pot light installation and wiring; mobile light installation.
• Ceiling and Exhaust Fans: mounted ceiling fan repair; mounted ceiling fan replacement; bathroom exhaust fan repair; bathroom exhaust fan replacement.

Electrical system exclusions

The following items are excluded from coverage:

• wireless remotes;
• telephone wiring;
• heat lamps;
• intercoms;
• alarms and related wiring;
• electronic or computerized energy management systems;
• security systems;
• doorbell and related wiring;
• chimes;
• smoke detectors.

Initial inspection

The inspection is mandatory to purchase any of our Plans, ensuring that your home’s appliances and systems are in optimal condition before coverage commences. Initial inspection process:

• Inspection. To get started with your Protection Plan, our qualified technicians must inspect your equipment.
• Technician visit. A technician will visit your residence on the scheduled date to assess your home’s appliances and systems.
• Evaluation. We will diligently examine HVAC, electrical and plumbing systems, appliances, and more.
• Documentation. Our technician will document the status of your system by creating a detailed report.

Paying for your plan

You have the option to make a one-time payment or pay in installments. If you opt for the latter, you agree to pay the charges at the intervals specified in your welcome or renewal letter. Please note that applicable taxes (including HST) will be added to each installment when billed.

Your Protection Plan charges may be included in your utility bill, or we may opt to bill you separately or through our service provider. Regardless of the billing method, the amounts will be billed before the period they apply to and must be paid by the due date shown on the bill.

Diagnosis, Liability and Warranty

Diagnosis

We will service the equipment according to this Protection Plan’s Terms & Conditions as long as the equipment is:

• Located within the permanent foundation of your home;
• Correctly installed and in excellent working order on the date of providing the service;
• Easily and safely accessible for diagnosis and repair by our technicians.

Liability

We do our best to diagnose and fix problems during the first service visit. However, there may be instances where this is not possible. Please note that we are not responsible for any losses or damages resulting from a misdiagnosis or delays in completing the diagnosis or repairs. If we fail to correct or repair a problem covered under your Plan, or if a replacement part that we have provided fails, we will be liable only for fixing the problem and providing an additional replacement part if necessary.

We shall not be liable for any indirect, consequential or economic damages or any damage to persons or property resulting from the use of the equipment or the inability to use it to the extent permitted by applicable law. In addition, our warranty does not cover defects that are subject to recall by the manufacturer or distributor or defects covered by the manufacturer’s or distributor’s warranty programme.

Warranty

Please note that your Protection Plan is specifically designed to cover only equipment used for residential purposes. Any costs related to diagnosis and service, repair, parts replacement, or adjustment for equipment used for commercial or non-residential purposes will not be covered.

We provide a warranty only on the services offered, including repair or replacement. We do not prolong a manufacturer’s warranty and cannot service the equipment another provider has serviced.

General exclusions

Your plan does not cover equipment used for non-residential purposes. Services related to commercial use, including diagnosis, service, repair, parts replacement, or adjustment, are not covered.

Services will not be provided if there are:

• design faults or faults existing before your Plan became effective;
• abuse, tampering, alterations, or repairs by persons other than us;
• accidental or deliberate damage, loss, theft, freezing weather conditions, subsidence, structural repairs, fire, lightning, explosion, earthquake, flood, storm, acts of war, or other insurable risks;
• the thermostat is not in the proper setting;
• improper sizing or application of the equipment;
• redecoration or renovation-related work;
• pre-existing defects or deficiencies existing or previously repaired in the 30 days before the date of coverage under your Plan;
• lack of reasonable maintenance.

Your Plan does not cover:

• Parts not specifically listed in this Agreement, including manufacturer recalls;
• Parts, components, units, components, and/or any subassemblies covered by a manufacturer’s, contractor’s, builder’s, or installer’s warranty.
• Repairs due to improper installation, previous repair, design, or modification not done by us are not covered under this Agreement.
• The Plan does not cover any loss or damage to electronic, computerized or energy management systems or devices, such as the Smart Home, their maintenance, repair or replacement caused by reasons other than normal use.
• Loss or damage due to chemical or sedimentary build-up, misuse or abuse, unauthorized repair by others, or failure to clean or maintain the equipment.
• Rust, corrosion, insect infestation, mould, mildew, or bacterial manifestations, missing parts, structural change, fire, freezing, water damage, lightning, mud, earthquake, soil movement, windstorms, hail, theft, negligence, intentional acts, riot, accidents, pet, or pest damage, acts of God, or failure due to excessive water pressure or any other perils are not considered loss or damage by normal use.
• Upgrades or the cost of construction, carpentry or other modifications required to existing or new equipment.
• We reserve the right not to provide coverage for certain types, brands or models of equipment. At our discretion, replacement parts used to repair your appliance may be new, refurbished, or non-original manufacturer’s parts that meet the factory specifications of the appliance.

Redecoration and restoration costs

Expenses incurred as a result of the Plan are not covered. This includes wall coverings, plasterboard, plaster, wallpaper, paint, flooring, tiles, cabinets, countertops, landscaping or repair of any structural or cosmetic defects.

Building and zoning code requirements or violations

If current building or other code violations are discovered before or during the diagnosis or repair of equipment, we shall not be required to repair or service the equipment until you complete the necessary work at your own expense. If you incur additional costs or expenses in order to comply with local, provincial, or federal law, we shall not be responsible for that additional cost or expense. We are not responsible for equipment service or repair when permits cannot be obtained, and we will not pay any permit-related costs.

Hazardous materials

We shall not cover services involving hazardous or toxic materials, asbestos, lead or the disposal of refrigerants or contaminants.

Project limitations

Age is a major factor in protecting the equipment, appliances, fixtures, outlets, drains, electrical outlets or anything under protection as part of this plan. The plan does not cover the full replacement of any appliances, equipment, fixtures, drains, electrical outlets or anything that is under protection as part of this plan.

If an appliance or item is beyond repair due to multiple defects, we will inform you and offer options for a complete replacement. Parts availability is entirely dependent on manufacturers. If a product is under recall or obsolete, Superior Home Warranty will not be responsible for providing parts if they are not available.

Standard terms

Personal information

Superior Home Warranty gathers your personal information to establish and manage our business relationship with you and our authorized service providers. We will not knowingly disclose this information to third parties without your consent, except to service providers.

By accessing our services, you agree to:

• Agree to the collection, use, disclosure, and maintenance of personal information, including receiving commercial electronic messages and promotional offers, in line with our Privacy Policy. You can opt out anytime by contacting us.
• Authorize us to utilize and disclose your personal information for various purposes, including identity verification, billing, account management, service provision, bill payment verification, sharing with authorized technicians and service providers, legal compliance, debt collection, and credit reference checks, all in accordance with applicable laws and our Privacy Policy. We may also record telephone conversations for the purposes outlined in this section.

You may contact us to discuss any questions or concerns related to the Privacy Policy, how your information is being handled, or to request that your personal information be revised or removed from our promotional list.

Technician safety

If our authorized technicians cannot enter a residence due to the presence of animals, insects, or unsanitary or unsafe conditions, they will not provide any service or repairs under the Protection Plan. Also, if the equipment is not readily accessible, the technician may be unable to provide service. We reserve the right to terminate your Protection Plan if we determine that the conditions are unsanitary or unsafe, acting reasonably.

Governing law

The General Terms & Conditions are subject to and interpreted in accordance with the laws of Ontario and the federal laws of Canada that apply in the region.

Entire agreement

Our Protection Plan’s Terms and Conditions and any additional terms and conditions, welcome letters, renewal letters and completed registration forms constitute the entire agreement between you and us and supersede any prior written or oral agreements. There are no other warranties, representations or agreements other than those set forth herein.

Conflict

If there is a discrepancy or inconsistency between the information provided on the enrollment form and this Protection Plan’s Terms and Conditions, these Terms and Conditions shall take precedence.

Assignment

We reserve the right to transfer any or all of our rights and responsibilities outlined in this Protection Plan’s Terms and Conditions for any obligation without seeking your permission. However, if you wish to assign this Agreement to another person, you must first obtain our written consent.

Notice

We may notify you by personal delivery, post (including registered mail), telephone or email. If you have changed your email address, please let us know your updated address.

Force majeure

We are not liable for failing to fulfill our obligations or any losses you may incur under this Protection Plan’s Terms and Conditions if such failures are due to events or circumstances beyond our control.