Terms

ClimaRéf Québec inc. · 6, rue Laurentienne, Sainte-Catherine-de-la-Jacques-Cartier (Québec) G3N 1N9 · 418 956-4455 · projets@climarefquebec.com · RBQ licence 5813-2804-01 · NEQ 1177193894

Current terms: version 4.2 of October 6, 2026. Subscribers who accepted an earlier version (2, 3, 4 or 4.1) keep it.

Warranties

Legal warranty of good working order: 6 years. New heat pumps and air conditioners sold to a consumer from October 5, 2026 are covered by the 6-year legal warranty of good working order under Québec's Consumer Protection Act, counted from delivery: free repair if the unit does not work properly, parts and labour included. It does not cover normal maintenance or damage caused by misuse. It applies in addition to the warranties below and the other legal warranties (Office de la protection du consommateur, in French).

Manufacturer's warranty (in addition to the legal warranty). Given by the manufacturer, not by Climaref: parts up to 12 years, depending on the model, from the installation, provided the unit is registered with the manufacturer (we do it for you at installation). Labour: Samsung, Hisense and Fujitsu, up to 10 years (diagnostics and refrigerant included), under the manufacturer's written terms given with your quote. Gree Charmo and Clivia: labour covered by the 6-year legal warranty; no additional labour warranty.

Gree Multi and central heat pumps: manufacturer's warranty according to the model quoted, described in the manufacturer's written terms given with your quote.

Maintenance subscriptions: terms

1. Who we are

ClimaRéf Québec inc. (doing business as Climaref), 6, rue Laurentienne, Sainte-Catherine-de-la-Jacques-Cartier (Québec) G3N 1N9 · 418 956-4455 · projets@climarefquebec.com · NEQ 1177193894 · RBQ licence 5813-2804-01.

2. The plans

Base price for 1 compressor and 1 indoor unit. New heat pumps: 6-year legal warranty of good working order (Consumer Protection Act).

First visit : We contact you within 10 business days after you sign up to schedule your annual maintenance visit; the date is confirmed in writing. Maintenance visits take place mainly from September to April, on a date agreed with you; a visit may take place at another time of year if you agree. Extreme-cold priority, priority service and your discount apply as soon as you sign up.

3. Term, price and changes

The subscription has no fixed term and is paid monthly. You may cancel it at any time (art. 8). Your plan price is guaranteed for the first 12 months. After that, we may change it by sending you a written notice at least 30 days before the increase; the notice states the new price and the effective date, and you may then cancel at no cost.

4. Prices, taxes and payment

Essentiel $15, Confort $25, Premium $37.50 per month, plus GST and QST. Additional-unit fees: $3.50/month per additional indoor unit and $4/month per additional compressor, plus taxes. Monthly card payment, charged automatically on the monthly anniversary of your sign-up date. No other fees.

5. Number of units and verification

Your monthly price is based on the actual number of units in your installation. You tell us your units when you sign up or, failing that, at our first contact; our technician checks them at the first visit. If there is a difference, we send you a written notice with your new monthly total before any change to your payments. An increase applies no earlier than the payment following the notice, never retroactively; a decrease applies from the next payment. You may cancel following an increase without paying that increase; the visit balance under article 8 is then calculated from the units entered at sign-up. Per-unit fees for additional units and, if you chose it, the Filter Option are charged from your 1st payment, based on the units you tell us when you sign up. If our technician finds that you have fewer units than stated, we refund the difference overpaid since you signed up.

Online payment: available for 1 compressor with 1 to 4 indoor units, 2 compressors with 2 to 5 indoor units, or 3 compressors with 3 to 5 indoor units, at the price calculated under article 4. Any other installation (for example 4 or more compressors, 6 or more indoor units, or 1 compressor with 5 or more indoor units): we call you to confirm the price in writing before any payment.

6. Launch and welcome offers

LAUNCH (LANCEMENT): sign up from October 1 to 31, 2026 at 11:59 p.m., code entered at checkout; 50% off the base price only (not the per-unit fees) for the first 3 monthly payments (Essentiel) or the first 6 monthly payments (Confort, Premium), then the regular price. New subscribers only, one use per client, cannot be combined. If you cancel after receiving your maintenance visit, you pay the balance of that visit under article 8, which may cancel all or part of the discount received. WELCOME (BIENVENUE): same discounts, for sign-ups within 30 days after a heat pump installation by Climaref. If you cancel after receiving your maintenance visit, you pay the balance of that visit under article 8, which may cancel all or part of the discount received. 2 to 10 days before the end of the discounted period, we email you the end date and the price that will apply.

7. Extreme-cold priority

When the outdoor temperature at your address is -20°C or colder and your heat pump no longer heats, we come out within 24 to 30 business hours after your call, with no travel fee. Business hours: Monday to Thursday 7:30 a.m. to 5 p.m. and Friday 7:30 a.m. to 3 p.m., except statutory holidays. The delay is counted in business hours from your call to our office. Labour and parts are billed at the member rate, less your plan discount. To use it: call 418 956-4455. Duration: as long as your subscription is active.

Extreme-cold priority does not apply: 1) if access to the outdoor unit is blocked by snow or ice that you have not cleared; 2) if the breakdown is caused by a Hydro-Québec power outage or by a problem with the house's electrical installation (other than the heat pump and its circuit); 3) to a unit that is not listed on your subscription; 4) if the unit has been modified or repaired by another company since our last visit; 5) to an address outside our service area.

8. Cancellation

You may cancel at any time, without giving a reason, with the “Cancel my subscription” button at the bottom of every page of our website, or at 418 956-4455 or projets@climarefquebec.com. Cancellation takes effect on the date of your request. No monthly payment will be taken after that date. Services for the period already paid remain available until the end of that period. We process your request no later than the next business day, and always before your next payment.

Visit received but not yet paid for. Your plan price first pays for your annual maintenance visit. The regular price of this visit (the "visit price") is $180 plus taxes for 1 indoor unit and 1 compressor, plus $30 per additional indoor unit and $45 per additional compressor. For installations payable online (art. 5), it is therefore at most $390 plus taxes (5 indoor units and 3 compressors); for a custom-priced installation, it is calculated the same way and confirmed to you in writing with your price. The number of units used is the one our technician checks at the first visit (art. 5), not the one entered at sign-up. If it increases the visit price, we notify you in writing, and the new visit price applies no earlier than 30 days after that notice. If you cancel before then, the visit price remains the one calculated from the units entered at sign-up. If you cancel after receiving the maintenance visit for your current subscription year (each 12-month period from your sign-up date), you pay the visit price plus taxes, minus the payments of your plan's base price and of the additional-unit fees (not including the Filter Option) made during that same year. If those payments already reach the visit price, or if you have not received any maintenance visit during your current year, you pay nothing. Example: Essentiel with the launch discount, 1 indoor unit and 1 compressor, visit in November, cancellation after 3 payments of $7.50: $180 − $22.50 = $157.50 plus taxes. Example with several units: Confort with the launch discount, 3 indoor units and 2 compressors checked at the visit (visit price: $180 + $60 + $45 = $285), visit in November, cancellation after 3 payments of $23.50 ($12.50 base price and $11 unit fees): $285 − $70.50 = $214.50 plus taxes. No other penalty or fees, except the repayment under article 13 if you received a member discount on a new heat pump. This amount is not claimed if Climaref terminates the subscription (art. 9), if the visit was not done within 30 days after the scheduled date for a reason within our control, or if you cancel following a notice of a price or fee increase (art. 3). We send you the details of this amount in writing before claiming it; if you authorized it at sign-up, it is charged to your card on file no earlier than 10 days after that notice. If your plan replaces a maintenance plan purchased with your heat pump, the $180 amount is replaced by the visit price set out in that plan ($170 plus taxes) and, on cancellation, that plan resumes for the remaining years, on the same terms. No discount received when you bought the heat pump sold with that plan is claimed from you.

Cancel my subscription

9. Cancellation by Climaref

Climaref may cancel the subscription if a payment remains unpaid 60 days after a written notice asking you to pay it. Climaref may also end it, without cause, with 30 days' written notice; services already paid for and not provided are then refunded to you.

10. Transfer

If you sell your house, the subscription can be transferred to the new owner by simple notice.

11. Legal warranties

The subscription is not required to keep your warranties: the warranties provided by the Consumer Protection Act and the manufacturer's warranties apply without it.

12. Contract and personal information

You receive a copy of this contract by email when you sign up. Privacy policy: www.climarefquebec.com/en/privacy/.

13. Member discount on a new heat pump

The member discount (10%, 15% or 20%) applies to the pre-tax price of the new heat pump and of its installation by Climaref. Your plan then covers the new heat pump (art. 5). The discount is shown in dollars on your quote, which you accept in writing before the work. If you cancel your plan within 24 months after the installation, you repay 1/24 of the discount per remaining month. Each month started counts as a month elapsed. Example: $780 discount, cancellation 12 months after installation: $780 × 12 ÷ 24 = $390. Nothing is claimed if Climaref cancels the plan (art. 9), if you cancel following a notice of a price or fee increase (art. 3), or if the cancellation results from a failure on our part. The amount is detailed to you in writing before it is claimed.

Purchase without installation

• Available only for the Gree Charmo and Clivia 12,000 and 18,000 BTU, in limited quantity.
• Prices shown before taxes; pay online, with free pickup or delivery (+$150 before taxes); the totals on the buttons include GST and QST.
• We'll contact you about pickup or delivery and, if you wish, installation.
• Our installation warranty does not apply, since we do not do the installation. The 6-year legal warranty of good working order (parts and labour) still applies to the unit. The manufacturer's warranty and rebates may require installation by a qualified contractor. Refrigerant equipment must be installed by a qualified person.

Reservation deposit

250 $ reservation deposit. The deposit reserves your installation and is credited on your final invoice. We set the installation date with you within 10 business days of your deposit and confirm it in writing. If no date is set within that time, your deposit is refunded in full on request. The price shown when you pay the deposit is guaranteed until installation on the agreed date. If you reserve remotely (online, by email or by phone), the deposit can only be paid by credit card. The Hydro-Québec LogisVert rebate is claimed by you after installation and is not a condition of it.

Refunds. You may cancel your reservation at any time before installation. We then refund your deposit within 15 days, to the payment method used. Nothing is withheld for a unit offered on this site. If equipment must be special-ordered for you, we will tell you in writing, before ordering and with your agreement, the maximum non-refundable amount. Your deposit is refunded in full if we cannot perform the installation or if it does not take place within 30 days of the agreed date.

Filter Option (filter cleaning)

The Filter Option covers filter cleaning only. It is not a maintenance visit or a cleaning of your units, and it does not replace the annual maintenance included in your maintenance plan. No inspection of the units is done during these visits; at most, the technician visually confirms that everything is running normally.

• Only available with an active maintenance plan (Essentiel, Confort or Premium), at $6/month + taxes. This price includes 1 indoor unit with Essentiel, and 2 indoor units with Confort or Premium; each additional indoor unit adds $2/month + taxes.
• 3 filter cleanings a year, about every 4 months: one during your annual maintenance visit and 2 more visits, just for your filters, on dates agreed with you.
• Billed monthly with your plan, from the 1st payment. The total monthly amount (plan, units and option) is shown to you before payment.
• You can add or remove the option at any time, at no cost, by writing to us or calling us; removal takes effect at your next payment. The option ends automatically with your plan.
• If a filter visit is not done within 30 days after the scheduled date for a reason within our control, we refund 4 months of option fees. If you are not available, we offer you a new date.
• Price guaranteed for 12 months, then 30 days' written notice; cancellable at no cost.
• Not eligible for the launch discount.
• Available by area (visits grouped by neighbourhood); access to your indoor units required.
• Washable filters included; disposable or specialty filters extra.
• Between visits, manufacturers still recommend a quick filter rinse; we'll show you how at the first visit.

For any question about our maintenance plans, email projets@climarefquebec.com or call 418 956-4455.

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