Last Updated: December 2025

To help ensure safe, efficient, and successful HVAC service, Platinum Home Comfort (“we”, “our”, “us”) outlines the following Customer Responsibilities. By booking or receiving service from us, you acknowledge and agree to the responsibilities listed below.

These guidelines exist to protect your home, your equipment, and our technicians.

1. Provide Safe and Clear Access to Equipment

Customers must ensure:

• Equipment is easily accessible

• Storage items are cleared out of the work area

• Electrical panels, utility rooms, and mechanical rooms are unobstructed

• Attic/basement access is safe and secure

If access is blocked, service may be delayed or cancelled and subject to a service charge.

2. Secure Pets and Maintain a Safe Environment

Customers must:

• Secure pets away from the work area

• Keep children clear of tools and equipment

• Ensure the working area is free from hazards

Unsafe working conditions may result in cancellation and applicable fees.

3. Provide Accurate Information

Customers are responsible for providing:

• Correct address and contact information

• Accurate details regarding the issue or equipment

• Disclosure of any known equipment problems, past repairs, or unsafe conditions

This information helps ensure accurate diagnostics and safe service.

4. Maintain the Equipment as Recommended

To keep systems running safely and efficiently, customers must:

• Replace air filters regularly

• Perform maintenance as recommended by the manufacturer

• Avoid running equipment with known issues

• Ensure proper ventilation and clearances

• Address hard water conditions (especially for tankless systems)

Neglecting maintenance may void warranties and cause system failures.

5. Follow Technician Recommendations

Customers are responsible for:

• Reviewing recommended repairs

• Approving or declining work

• Understanding that declining recommended repairs may result in further failures

If a customer chooses not to follow a recommendation, they assume full responsibility for any resulting issues.

6. Understand Diagnostic Limitations

Diagnostics identify the most likely cause based on observed symptoms and system behavior at the time.
Customers must understand that:

• Some issues are intermittent

• Hidden failures may not be visible during the appointment

• Additional problems may be found only after initial repairs

Multiple visits may be required in complex situations.

7. Provide Adequate Utilities and Conditions

Customers must ensure:

• Power, gas, and water supplies are active and accessible

• Venting and exterior terminations are reachable

• Snow, ice, or debris obstructing outdoor units are cleared

If utilities are off or access is blocked, service may not be possible.

8. Respect Scheduled Appointment Windows

Customers agree to:

• Be home (or have a responsible decision-maker available) during scheduled windows

• Notify us promptly if they need to reschedule

• Understand that delays can occur due to previous jobs, emergencies, weather, or traffic

Missed appointments may result in a service charge.

9. Payment Upon Completion

Customers must ensure:

• Payment is made immediately upon job completion

• Any payment methods required (cash, card, e-transfer) are available

• All invoices are paid in full unless a written payment arrangement exists

Unpaid services may be subject to late fees or collection processes.

10. Protect the Home and Equipment

Customers agree to:

• Keep the equipment free of personal items, dust buildup, debris, water leaks, and obstructions

• Follow technician instructions regarding safe system operation

• Avoid modifying equipment, settings, or wiring after service unless instructed

Tampering or modifications void warranties and may create unsafe conditions.

11. Post-Service Behavior of Equipment

Customers acknowledge that:

• Additional failures may occur unrelated to the service performed

• Old systems may experience cascading issues

• No HVAC system can be guaranteed against future breakdowns

Customers accept responsibility for the normal risks associated with aging or deteriorating equipment.

12. Contact for Questions

For any questions about customer responsibilities:

Platinum Home Comfort
Email: info@platinumhomecomfort.ca
Phone: 519-212-8572

12 Winter Court
Cambridge, Ontario, Canada

N1R6C6