Terms & Conditions

1.Definitions

2.Eligibility

Coverage is available only for residential properties located within SHP’s designated service areas.

The property must:

• Be used primarily for residential purposes;
• Be reasonably maintained;
• Have systems and appliances in working order on the Effective Date of coverage;
• Comply with applicable building and safety regulations.

Commercial properties, industrial facilities, vacant properties, and properties used primarily for business operations are not eligible unless expressly approved in writing by SHP.

3.Effective Date of Coverage

Coverage becomes effective:

• Upon acceptance of enrollment by SHP; and
• Following completion of any applicable waiting period.

Unless otherwise stated in writing, a thirty (30) day waiting period applies to all new enrollments.

No claims arising during the waiting period will be covered.

4.Covered Items

Covered items are limited to those specifically included under the Customer’s selected Plan.

Coverage may include:

• Heating systems
• Air conditioning systems
• Plumbing systems
• Electrical systems
• Water heaters
• Major household appliances
• Additional covered components expressly identified in the selected Plan

Coverage applies only to failures resulting from normal wear and tear.

5.What Is Covered

Subject to these Terms and Conditions, SHP will:

• Arrange for a qualified service provider to diagnose covered failures;
• Repair covered components when feasible;
• Replace covered components when repair is not commercially reasonable;
• Cover approved parts and labour associated with covered repairs;
• Provide service coordination and claims administration.

Coverage is subject to all exclusions, limitations, and conditions contained in this Agreement.

6.What Is Not Covered

The following are excluded from coverage:

7.Service Request Procedure

When a covered failure occurs, the Customer must:

• Contact SHP promptly.
• Provide accurate information regarding the issue.
• Allow reasonable access for inspection and repair.
• Follow instructions provided by SHP.

Failure to follow the required claims process may result in denial of coverage.

8.Emergency Service

Emergency service requests may receive priority scheduling.

An emergency generally includes:

• Complete loss of heating during severe weather;
• Active plumbing leaks causing property damage;
• Electrical hazards presenting immediate safety concerns;
• Complete loss of essential services affecting habitability.

Emergency service availability depends upon technician availability, weather conditions, geographic location, and other operational factors.

SHP does not guarantee response times.

9.Repair or Replacement

SHP reserves the sole right to determine whether a Covered Item will be:

• Repaired;
• Rebuilt;
• Replaced; or
• Compensated through an alternative settlement.

Replacement items may:

• Differ in brand;
• Differ in model;
• Differ in colour;
• Differ in features;

provided they perform substantially the same primary function.

10.Limitation of Liability

SHP’s total liability for any individual claim shall not exceed the cost to repair or replace the covered component as reasonably determined by SHP.

SHP shall not be liable for:

• Consequential damages;
• Incidental damages;
• Loss of use;
• Loss of income;
• Loss of profits;
• Temporary housing costs;
• Food spoilage;
• Water damage;
• Property damage;
• Personal injury;
• Emotional distress.

The Customer’s sole remedy is repair, replacement, or settlement as determined by SHP.

11.Customer Responsibilities

The Customer must:

• Maintain all systems and appliances according to manufacturer recommendations;
• Take reasonable steps to prevent additional damage;
• Provide accurate enrollment information;
• Maintain utility services necessary for operation of covered systems;
• Permit reasonable access for service.

Failure to meet these responsibilities may result in denial of coverage.

12.Payment Terms

Coverage remains active only while all required payments are current.

If a payment is missed, SHP may:

• Suspend coverage;
• Reject service requests;
• Cancel the Plan.

Coverage may be reinstated at SHP’s discretion.

13.Cancellation

The Plan requires a minimum commitment of six (6) months. After the initial six-month period, Customers may cancel at any time by contacting SHP.

If cancellation occurs within thirty (30) days of enrollment and no claim has been made, SHP may issue a full refund.

After thirty (30) days, refunds may be prorated and subject to administrative fees where permitted by law.

SHP may cancel coverage for:

• Non-payment;
• Fraud;
• Material misrepresentation;
• Abuse of service;
• Unsafe property conditions.

14.Fraud and Misrepresentation

Coverage may be denied and the Plan terminated if a Customer:

• Provides false information;
• Conceals material facts;
• Submits fraudulent claims;
• Intentionally damages covered property.

15.Transferability

Coverage may not be transferred to another property or individual without SHP’s prior written consent.

16.Changes to Terms

SHP may update these Terms and Conditions from time to time.

Updated terms become effective upon posting on the SHP website or upon written notice to Customers.

17.Privacy

Customer information will be collected, used, and protected in accordance with SHP’s Privacy Policy.

By submitting information through the website or enrollment forms, Customers consent to communication regarding services, support, billing, and promotional offers where permitted by law.

18.Governing Law

This Agreement shall be governed by and interpreted in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein.

Any dispute arising under this Agreement shall be resolved in the courts located in Ontario, Canada.

19.Contact Information

20.Entire Agreement

These Terms and Conditions, together with the Customer’s selected Plan details and any written amendments issued by SHP, constitute the entire agreement between the parties and supersede all prior discussions, representations, and understandings.