Terms and Conditions
Sasquatch Heat Pumps Ltd.
1. Services Provided
Sasquatch Heat Pumps (“The Company”) agrees to provide home services, including but not limited to, the installation and maintenance of heat pumps, electrical, HVAC, and plumbing services according to the terms and conditions set forth herein.
2. Payment Terms
Payment for services rendered by the Company is due immediately upon completion of the said services.
If payment is not received within 30 days from the completion date, the Company reserves the right to place a lien on the client’s property until the full payment, including any additional charges incurred due to the late payment, liens, plus interest, is made. The lien will be removed upon full payment of the outstanding balance.
Should payment not be received within 30 days from the completion date, the Company reserves the right to void any labor warranties and guarantees provided without notice.
Furthermore, the Company is no longer required to register the manufacturer warranty as part of the service completion process.
Upon acceptance of your quote, to secure your installation date and lock in your total investment, we require a 10% deposit when the quote is signed. This deposit is fully refundable, less a $400 administrative fee and any applicable processing fees. After six months, if the installation has not been completed or scheduled, the deposit will be forfeited.
3. Equipment Warranty and Registration
The warranty for any equipment supplied and installed by the Company is governed by the manufacturer’s warranty details and requirements.
The Company will undertake the responsibility to register the equipment warranty (HVAC equipment only, water heaters not included) with the manufacturer on behalf of the client where applicable. This registration is intended to ensure that the client’s equipment is covered under the manufacturer’s warranty terms.
4. Warranty Terms
The Company provides warranties for the equipment and labor according to the terms specified below. These warranties are provided in addition to any rights the consumer may have under the manufacturer’s warranties and are subject to the terms and conditions outlined herein.
Manufacturer Specifications
All equipment claims under the warranty are subject to the manufacturer’s specifications, registration requirements, and approval.
Product-Specific Warranty Terms
Heat Pump Systems
MoovAir / Fujitsu / Samsung / Daikin Products — These products include up to 12 years parts warranty and optional 12 years labour warranty from the date of installation when properly registered with the manufacturer.
Mitsubishi / Elios Products — These products include up to 10 years parts warranty and optional 10 years labour warranty from the date of installation when properly registered with the manufacturer.
Samsung Hylex (ADP) Air Handlers — These products include up to 10 years parts warranty and optional 10 years labour warranty from the date of installation when properly registered with the manufacturer.
Water Heating Products
Rinnai Tankless Water Heaters — Rinnai residential tankless water heaters include up to 15 years on the heat exchanger, 5 years on parts, and 1 year on labour, subject to manufacturer registration and warranty terms.
A. O. Smith ProLine XE Heat Pump Water Heaters — These units include up to a 10-year limited warranty on tank and parts, subject to manufacturer registration and warranty terms.
Lineset Warranty
Sasquatch Home Services provides a warranty for linesets that includes 5 years of parts and labor coverage from the date of installation, subject to acceptance and terms as defined by the manufacturer. Flare connections are not included in warranty coverage.
This warranty is contingent upon the manufacturer’s approval of the warranty claim and is intended to cover defects in materials or workmanship under normal use and maintenance.
The lineset warranty excludes:
- Physical damage or alterations made post-installation
- Damage caused by lack of maintenance, improper use, or negligence
Exclusions
The warranties provided by the Company exclude accessories such as, but not limited to:
- Pads
- Controllers
- Thermostats
- Customer Supplied Parts and Equipment
- Disconnects
- Surge Protectors
- Flare Connections
unless explicitly included in the service agreement.
This exclusion also extends to any damage or defects that are a result of improper use, lack of maintenance, environmental conditions, electrical issues, or physical damage after installation.
Governing Law
These warranty terms are governed and construed in accordance with the laws of the Province of British Columbia, Canada. Any disputes arising from these warranty terms shall be resolved in accordance with the dispute resolution process outlined in Section 6 of this agreement.
5. Limitations of Liability
The Company is not responsible for damages to the property including but not limited to cracks in lathe and plaster, or modifying crown moulding or door trim during normal installation of a system.
The Company is not responsible for additional costs of asbestos abatement under any circumstance.
The Company is not responsible for issues caused by existing ventilation systems.
Additionally, the Company shall not be liable for the costs to move a system after its installation due to any complaint from any party. While the Company endeavors to adhere to the bylaws of each jurisdiction, it is ultimately the responsibility of the homeowner to ensure the chosen location for the equipment complies with local regulations and requirements.
Sasquatch Heat Pumps recommends that for air handlers installed in unconditioned spaces that insulation be added once the installation is complete to meet B.C. Building Code. This is not part of the quote or installation process and is the responsibility of the homeowner.
System Performance and Comfort Expectations
Heating and cooling systems are designed and installed according to industry standards and manufacturer specifications. Actual system performance may vary based on factors including home construction, insulation levels, air sealing, window performance, duct design, weather conditions, and homeowner usage.
The Company does not guarantee that the system will maintain a specific indoor temperature under all conditions or that temperature differences between rooms will be eliminated. Comfort levels may vary throughout the home due to existing building conditions outside the control of the Company.
Any modifications required to address building envelope issues, airflow balancing, insulation deficiencies, or other structural factors are not included in the installation unless specifically outlined in the service agreement.
Rebates and Incentive Programs
Rebates, grants, and incentive programs (including but not limited to utility, municipal, provincial, or federal programs) are administered by third parties and are subject to eligibility requirements determined by those program administrators.
While the Company may provide guidance or documentation to assist the client in applying for available rebates, Sasquatch Heat Pumps does not guarantee rebate approval, rebate amounts, or processing timelines and is not responsible for denied, delayed, or reduced rebates.
The client is solely responsible for confirming eligibility, completing required applications, and submitting documentation within the deadlines established by the applicable rebate program.
Financing
Financing options may be available through third-party financing providers, including FinanceIt. All financing approvals, terms, interest rates, and repayment obligations are determined solely by the financing provider.
Sasquatch Heat Pumps does not act as a lender and is not responsible for financing approval, credit decisions, interest rates, payment schedules, or financing disputes. The client’s financing agreement is strictly between the client and the financing provider.
Installation services and equipment purchases remain subject to the terms of this agreement regardless of the client’s financing arrangements.
Electrical Supply and Existing Infrastructure
The Company is not responsible for failures, damage, or performance issues caused by the condition of existing electrical systems, breakers, panels, wiring, or voltage supply within the home. Any electrical deficiencies discovered during or after installation may require additional work not included in the original service agreement.
Refrigerant System Integrity
The Company is not responsible for refrigerant leaks or failures caused by pre-existing linesets, concealed piping, manufacturer defects, or damage occurring after installation. Where existing linesets are reused, the Company does not guarantee the long-term integrity of those components.
Condensate and Drainage
Heat pumps, air handlers, and heat pump water heaters produce condensate during normal operation. While the Company installs drainage according to standard industry practices, the Company is not responsible for damage caused by condensate overflow, drain blockage, freezing, pump failure, or other conditions beyond the Company’s control after installation.
Interior and Exterior Finish Work
Installation of HVAC, electrical, plumbing, or related equipment may require drilling, cutting, or modifying building materials such as drywall, plaster, siding, trim, or cabinetry.
While the Company takes reasonable care to minimize disruption and maintain a clean appearance, cosmetic repairs, finishing, painting, drywall repair, patching, or restoration of interior or exterior finishes are not included unless specifically stated in the service agreement.
The Company is not responsible for aesthetic variations resulting from necessary installation work, including but not limited to exposed linesets, line hide systems, conduit, or minor modifications required to accommodate equipment.
6. General Provisions
Governing Law
This agreement shall be governed by the laws of the Province of British Columbia.
Dispute Resolution
The client is required to first contact The Company to address any issues or concerns directly with the Company before taking any public action, including but not limited to posting on social media, forums, or any other public platforms.
The Company is committed to making a good faith effort to resolve the client’s concerns in a timely and satisfactory manner.
Mediation
Should the dispute not be resolved through direct communication, the parties agree to attempt to settle the dispute through mediation, engaging a mutually agreed-upon neutral third party.
Arbitration
If mediation is unsuccessful, the dispute shall be submitted to binding arbitration in British Columbia, Canada. The arbitration process will be conducted in accordance with the rules of the British Columbia International Commercial Arbitration Centre (BCICAC) or another recognized arbitration body as agreed upon by both parties.
Amendments
This agreement may only be amended in writing and with the consent of both parties.
7. Blind Drilling and Fishing Authorization
Customer authorizes drilling, fishing, routing, and/or exterior penetrations where visibility is limited.
Customer understands concealed wiring, plumbing, gas, ducting, or structural components may exist and Sasquatch Heat Pumps is not responsible for concealed conditions not reasonably identifiable without opening surfaces.
The technician has final safety authority and may refuse to proceed.
Cosmetic restoration is not included.
The 1-year 100% Satisfaction Guarantee does not cover concealed damage or costs arising from blind drilling or fishing. If any damage is caused due to drilling blind (without clear view of both sides of drill point) or fishing, the 100% Satisfaction guarantee may be voided without notice.
8. Acceptance
By accepting services from Sasquatch Heat Pumps, the client agrees to be bound by the terms and conditions outlined herein.