Coverage Period and Renewal

Type Of Equipment Covered (Applies to residential equipment in residences comprised of three or fewer dwelling units. Mobile homes and roof top units are not eligibile.)

Heating Plus Protection Plan applies to natural gas furnaces. Heat pumps, equipment using conversion burners, the conversion burner itself and ductless, wall unit, heat pump and high velocity units are  not eligible for coverage.

Cooling Plus Protection Plan applies to electric powered central air conditioning units. Natural gas powered, ductless, wall unit, heat pump and high velocity air conditioning units are not eligible for coverage.

Extra Care Heating Protection Plan includes the Heating Plus Protection Plan coverage and tank type water heater. Extra Care Heating and Cooling Protection Plan includes all coverages listed above.

Services Covered By The Plan

Your Plan covers the diagnosis and repair, replacement or adjustment, by us (as we determine necessary), of problem parts within your covered equipment with some exceptions noted below. For parts and services included in the Plan, you are protected from all labour and part replacement costs.

Heating Plus Protection Plan

also includes an annual 22-point tuneup and preventative maintenance of your heating unit (not including the duct work or other ventilation system), including safety tests for carbon monoxide, gas leaks and combustion gas exhaust.

Cooling Plus Protection Plan also includes an annual 19-point tuneup and preventative maintenance of your central air conditioning system. The costs to diagnose and replace any defective parts which have caused a refrigerant leak and the costs of refrigerant recovery, vacuuming and refill are included in your Plan coverage.

Extra Care Heating Protection Plan includes the annual tune-up and preventative maintenance detailed above and a 10-point water  heater tune-up which includes a tank flush (when possible), burner inspection and cleaning, safety test for gas line leaks, carbon monoxide and exhaust gases.

Extra Care Heating and Cooling Protection Plan includes each of the annual tune-ups described above. Annual tune-ups and cleaning will all be performed on the same visit between February and August. You may contact us at 1-800-266-3939 to schedule your appointment.

Thermostat Failure (Applicable To All Plans)

If your thermostat fails, we will replace it with a make/model of our choice that enables like operation of your current dependent heating, ventilation and/or air conditioning equipment. Zone valves/thermostats/controls and energy management controls are not covered.

Ancillary Equipment

Plan coverage does not include ancillary equipment (e.g. humidifiers, UV lights, air cleaners, water conditioners, and combustion or fresh air dampers), parts added on to accommodate such equipment or repairs made necessary as a result of faulty ancillary equipment unless such equipment is also covered under your Plan.

Unavailable Parts (Applicable To All Plans)

We will try to obtain a replacement part or appropriate substitute quickly but limited availability of certain parts may result in occasional delays. If a part is no longer available or we cannot get it at a commercially reasonable cost, we will not be liable for the related replacement. In any such case, either of us may terminate your Plan for the equipment involved. If there has not been a prior service call under the Plan in the current coverage year, the applicable premium will be refunded.

Specific Excluded Costs

Plans do not cover the costs of problem diagnosis and service, repair, parts replacement or adjustment in circumstances where:

• Equipment failure is due to a lack of regular filter replacement or cleaning
• The thermostat is not at the proper setting
• The equipment has been turned off
• The household electrical fuse or breaker required for the equipment is blown
• It relates to a part not covered by your Plan or to a manufacturer's part recall
• Incremental service or repairs are required due to poor maintenance prior to joining the Plan
• The pilot has been extinguished by someone other than our representative
• The problem relates to improper sizing or application of equipment
• Repair or replacement is necessary because of accidental or deliberate damage or insurable risks (e.g. theft, fire, flood)
• It is needed because of abuse, tampering, alterations or repair by someone other than our representative

Please review the above list before you call for service to avoid unnecessary costs.

Liability (Applicable to all Plans)

Damages resulting from the failure of parts replaced or services performed under the Plan are not our responsibility unless such damages result from our negligence or that of our authorized representative.

Other Terms

• Service and parts must be provided solely by our authorized representative. We will not reimburse other costs.
• Pre-existing problems are excluded from coverage.
• We will use our discretion as to whether part replacements or repairs are necessary. All parts replaced become our property.
• If you move within our service territory, your Plan will be transferred to your new residence. If you move outside of our service territory, we will cancel your Plan without penalty, once we receive your notification.
• If you cancel prior to your Plan's anniversary date, all remaining payments in the term become due.
• Interest will be due and payable on any and all outstanding balances at 1.5% per month (18% per annum).
• Accounts in arrears may result in Plan coverage being withheld until the account is paid in full (including interest). We may cancel Plans without further liability or obligation if accounts remain unpaid for 60 days. If Plans are cancelled, all payments remaining in the term become due.
• Plan coverage is non-refundable and not transferable except as specifically noted.
• We may transfer our rights and obligations, under your Plan, to a third party.
• We may transfer our rights and obligations, under your Plan, to a third party.
• We may discontinue any Plan programs at any time. If we do, our liability will be restricted to completing any eligible repairs or parts replacements which you notified us about before the date the program was discontinued.
• The information collected under this Plan will be used in accordance with our Privacy Code. Visit www.directenergy.com or email privacy@directenergy.com for more details.

The following statement is required by law:

Buyer's Right to Cancel

"You may cancel this contract from the day you enter into the contract until 10 days after you receive a copy of the contract. You do not need a reason to cancel. If you do not receive the goods or services within 30 days of the date stated in the contract, you may cancel this contract within one year of the contract date. You lose that right if you accept delivery after the 30 days. There are other grounds for extended cancellation. For more information, you may contact your provincial/territorial consumer affairs office. If you cancel this contract, the seller has 15 days to refund your money and any trade-in, or the cash value of the trade-in. You must then return the goods. To cancel, you must give notice of cancellation at the address in this contract. You must give notice of cancellation by a method that will allow you to prove that you gave notice, including registered mail, fax or by personal delivery."

"Services" includes your right to claim any of the coverage outlined. Therefore, you receive services immediately when you purchase any Plan.

Parts Covered by the Plan

Plans ONLY provide coverage for the parts listed below:

Heating Protection Plans:

• Aquastat Controls
• Automatic Vent Damper/Motor
• Blower/Blower Components
• Door Switch
• Electric Ignition System
• Fan Control
• Fan Motor
• Flame Spreader
• Flow Switch
• Fuel or Air Flappers
• Furnace Low Voltage Circuit Fuse
• Gas Appliance Regulator
• Gas Burner and Orifices
• Gas Control Valve
• Heating Circuit Transformer
• Ignition Runner Bar
• Internal Wiring
• Limit Controls
• Pilot Burner
• Pilot Tubing
• Pressure Relief Valve
• Primary Circulator/Pump
• Pulley and Belt
• Relay
• Roll Out Switch
• Summer/Winter Switch
• Thermocouple/Generator
• Thermostat
• Vent System Pressure Switch/Tubing
• Ventor Motor Assembly.

Cooling Protection Plans:

• Add-on Fan Centres
• Capacitor
• Condenser Coil
• Internal Copper Tubing
• Low Ambient Temperature Sensor
• Add-on Indoor Fan Relay
• Cooling Contactor/Relay
• Evaporator Coil
• Internal Electrical Wiring
• Condenser Fan Motor
• Compressor
• Fan Blade
• Line Components
• Thermostat

Our total parts and labour responsibility for compressor unit or condenser coil repair is limited to a $500 maximum retail value. You will be responsible for paying any excess amount at our standard rates.

Extra Care Heating Protection Plan: Includes all Extra Care Heating Protection Plan parts

• Burner
• Thermocouple
• Safety Valve
• Pilot Assembly.

Coverage does not include replacement of the internal water vessel.

Extra Care Heating and Cooling Protection Plan: Includes all parts listed above

Replacement Coverage

Plans do not include replacement of any entire unit (i.e. furnace, air conditioner, water heater). If you replace your equipment, or if we recommend it is not economical to repair, we will offer you the following discounts towards the purchase and installation of new equipment from us: $200 off furnaces; $150 off Puron central air conditioners; $75 off standard tank style and $150 off on-demand style water heaters. Plan coverage will continue in effect for the new equipment.

Questions / Comments / Concerns - contact us at
1-800-266-3939