Terms & Conditions of Service

• Company: GreenPump Care Inc., a corporation incorporated under the laws of Nova Scotia, carrying on business at 3600 Kempt Rd 212, Halifax, NS B3K 4X8.
• Customer: Any individual, household, or business entity that engages the Company to perform services, either by accepting a written or verbal estimate, executing a work order, or enrolling in a care plan.
• Services: All heat pump cleaning, maintenance, diagnostics, repair, installation, and related work carried out by the Company or its authorized subcontractors.
• Equipment: Any heat pump, ductless mini-split, ducted system, air handler, outdoor condensing unit, thermostat, or ancillary component on which the Company performs services.
• Work Order: A written or digital document issued by the Company that describes the scope of a specific service visit, the associated pricing, and any Customer approvals required.

The Company provides the following types of services, as described in individual Work Orders:

• Heat pump cleaning: includes indoor evaporator coil cleaning, filter cleaning or replacement, drain pan treatment, and outdoor condenser coil rinse.
• Preventive maintenance: includes system inspection, refrigerant pressure check, electrical connection inspection, and performance testing.
• Repairs: diagnosis and correction of faults, including parts supply and labour, as specifically described in the applicable Work Order.
• Care Plans: subscription-based recurring maintenance and priority service packages as described in Section 8.

The Company does not undertake any work beyond the scope described in the applicable Work Order without written or verbal Customer approval. Additional work identified during a service visit will be communicated to the Customer prior to commencement.

All written estimates provided by the Company are valid for thirty (30) days from the date of issue unless otherwise stated. Pricing is subject to change after the validity period expires or if the scope of work is modified.

Parts and materials are priced at the time of the service visit. The Company reserves the right to adjust parts pricing due to supply chain changes or manufacturer price increases, and will notify the Customer of any material changes prior to proceeding.

Any additional work identified during a service visit that is not covered by the original estimate will require explicit Customer approval before the Company proceeds. Verbal approval is accepted and will be recorded in the Company's service records.

Accepted payment methods include:

• Cash
• Credit or debit card (Visa, Mastercard, American Express)
• Interac e-Transfer to info@greenpumpcare.com

Invoices not paid within the due period are subject to a late payment fee of two percent (2%) per month (24% per annum) on the outstanding balance, calculated from the due date until the date of payment in full. The Company reserves the right to suspend services for accounts with outstanding overdue balances.

The Company requests a minimum of twenty-four (24) hours' notice for cancellation or rescheduling of any booked service appointment. Customers may cancel or reschedule by contacting the Company by phone at (782) 830-5900 or by email at info@greenpumpcare.com.

Same-day cancellations(those received less than 24 hours before a scheduled appointment) may incur a cancellation fee of up to $75.00 to recover the Company's dispatch costs. This fee will be communicated to the Customer at the time of cancellation and invoiced if applicable.

Repeated late cancellations may result in a requirement for pre-payment before future bookings are confirmed.

To enable the safe and effective delivery of services, the Customer agrees to:

• Ensure that all Equipment to be serviced is accessible at the time of the scheduled appointment, including both indoor and outdoor units.
• Provide safe, unobstructed access to the service area, including adequate clearance around the Equipment.
• Disclose any known hazards, defects, or unusual conditions relating to the Equipment or the property prior to commencement of services.
• Ensure that all pets are secured and kept away from the work area during the service visit.
• Ensure that a responsible adult (18 years of age or older) is present during the service visit, or provide written authorization for unattended access.
• Provide a suitable parking space and, where applicable, safe roof or ladder access for outdoor unit work.

Failure to meet these responsibilities may result in rescheduling of the appointment and may be subject to a service call fee.

The Company warrants that all services will be performed in a professional and workmanlike manner, consistent with industry standards. This workmanship warranty covers defects in the Company's labour for a period of thirty (30) days from the date the service was performed.

The workmanship warranty does not cover:

• Pre-existing conditions or defects that were present prior to the service visit.
• Damage or failure resulting from Customer misuse, unauthorized modifications, or repairs performed by third parties after our service.
• Normal wear and tear of Equipment components.
• Issues arising from power surges, extreme weather events, or other causes beyond the Company's control.

Parts and components supplied by the Company may be subject to separate manufacturer warranties. Where applicable, the Company will communicate the terms of any manufacturer warranty to the Customer at the time of service. Manufacturer warranties are administered directly by the manufacturer and are separate from the Company's workmanship warranty.

GreenPump Care Plans are subscription-based service agreements that provide the Customer with scheduled maintenance visits, priority booking, and additional benefits as described in the Customer's specific Care Plan enrollment documentation.

• Billing: Care Plan fees are billed monthly on or around the anniversary date of enrollment. The Customer authorizes recurring monthly charges to the payment method on file.
• Commitment: Care Plans require a minimum twelve (12) month commitment from the enrollment date. Early termination of the plan within the commitment period may result in a termination fee equivalent to the value of any discounts applied during the committed term.
• Price Lock: The monthly Care Plan rate is locked for the duration of the initial 12-month term.
• Annual Adjustment: Following the initial term, the Company reserves the right to adjust the Care Plan rate annually by up to five percent (5%). The Customer will receive thirty (30) days' written notice of any price adjustment.
• Auto-Renewal: Care Plans automatically renew on a month-to-month basis upon completion of the initial term. To cancel, the Customer must provide thirty (30) days' written notice by email to info@greenpumpcare.com or in writing to the Company's office address.
• Missed Visits: Scheduled maintenance visits included in a Care Plan cannot be carried forward beyond the subscription year in which they are scheduled.

The Company is not liable for:

• Pre-existing defects, deterioration, or damage to Equipment or property that existed prior to the service visit.
• Consequential, incidental, special, or indirect damages, including loss of use, lost revenue, or business interruption.
• Equipment failure caused by factors outside the Company's control, including but not limited to power fluctuations, extreme temperatures, or acts of nature.
• Damage to Equipment or property arising from the Customer's failure to disclose known hazards or pre-existing conditions.

The Company's technicians will take reasonable care when accessing Customer property and working in and around the service area. Where applicable, floor and wall protection will be used to minimize the risk of damage to surfaces.

The Customer must report any damage believed to have been caused by the Company's technicians within forty-eight (48) hours of the service visit. Reports made after this period may not be eligible for consideration. Damage reports should be submitted by phone at (782) 830-5900 or by email to info@greenpumpcare.com.

The Company is not responsible for damage to property that results from pre-existing structural weaknesses, hidden utilities, or other conditions not visible or disclosed prior to the service visit.

The Company operates in compliance with the Nova Scotia Occupational Health and Safety Act and all applicable provincial regulations. All technicians are trained in safe work practices applicable to HVAC and heat pump services.

The Company holds a valid Nova Scotia contractor license, License No. 4615849. Proof of licensing is available upon request.

The Customer is responsible for ensuring that the work environment is safe and accessible. The Company's technicians reserve the right to postpone or decline service if, in their professional judgment, the work environment presents an unacceptable safety risk.

The Company collects and uses Customer information solely for the purposes of delivering services, processing payments, and communicating with the Customer regarding services. The Company does not sell or share Customer data with third parties except as required to deliver services (e.g., payment processors) or as required by law.

The Company's full Privacy Policy is available on this website. Customers are encouraged to review the Privacy Policy prior to engaging the Company's services.

In the event of a dispute arising out of or in connection with these Terms and Conditions or any services provided by the Company, the parties agree to the following resolution process:

Step 1: Good Faith Negotiation

The Customer and the Company will first attempt to resolve the dispute through good-faith negotiations. The Customer should contact the Company directly at (782) 830-5900 or info@greenpumpcare.com to raise concerns.

Step 2: Mediation

If the dispute is not resolved through negotiation within thirty (30) days, either party may refer the matter to a mutually agreed mediator. The costs of mediation will be shared equally between the parties unless otherwise agreed.

Step 3: Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of the Province of Nova Scotia and the applicable laws of Canada. Any unresolved disputes shall be subject to the jurisdiction of the courts of Nova Scotia.

Neither party shall be held liable for failure or delay in performing obligations under these Terms and Conditions where such failure or delay arises from causes beyond the reasonable control of the affected party. Force majeure events include, but are not limited to, acts of God, natural disasters, severe weather, pandemics, government-imposed restrictions, labour disputes, supply chain disruptions, or other extraordinary circumstances outside the party's reasonable control.

The affected party will notify the other party as soon as practicable and will resume performance as soon as the force majeure event has ceased. Service appointments impacted by force majeure events will be rescheduled without cancellation fees.

The Company reserves the right to amend these Terms and Conditions at any time. Customers will be provided with a minimum of thirty (30) days' written notice prior to any material changes taking effect. Notice will be delivered by email to the Customer's address on file, or by inclusion with a scheduled invoice.

Continued use of the Company's services after the effective date of any amendment constitutes the Customer's acceptance of the revised Terms and Conditions. The most current version of these Terms and Conditions will always be available at greenpumpcare.ca.

If a Customer does not accept the amended terms, they may terminate their service agreement or Care Plan by providing written notice to the Company prior to the effective date of the amendment, without incurring an early termination fee.