Last Updated: December 2025

Platinum Home Comfort (“we”, “our”, “us”) provides HVAC services with honesty, transparency, and professionalism. This Refund & Cancellation Policy outlines when refunds apply, how cancellations work, and what fees may apply. These policies protect both our time and yours.

By booking any service, you agree to the terms below.

1. Service Refund Policy

1.1 Diagnostic Fees

Diagnostic fees are non-refundable.
These fees cover:

• Travel

• Time on site

• Diagnostic testing

• System evaluation

• Written or verbal findings

Whether the customer proceeds with repairs or not, the diagnostic fee remains due.

1.2 Labour Charges

Labour charges are non-refundable once work has been performed.

If a customer believes work was performed improperly, a no-charge revisit may be offered only if the issue is directly related to our workmanship.
If the issue is unrelated, standard diagnostic rates apply.

1.3 Parts & Equipment

Refunds for parts are not available if the part has been:

• Installed

• Opened

• Used

• Damaged by site conditions

• Ordered specifically for the customer (“special order”)

Manufacturer defects are handled through the manufacturer warranty, not direct refunds.

1.4 Special-Order Equipment

Special-order items (furnaces, AC units, tankless heaters, IAQ products, custom components) are non-refundable once ordered.

If the customer cancels after the order is placed:

• A restocking fee may apply

• Supplier return rules determine whether the part/equipment can be returned

2. Cancellation Policy

2.1 Appointment Cancellations

We ask for reasonable notice when cancelling or rescheduling.

No-Fee Cancellations:

• Cancellations made before the technician departs to your home.

• Cancellations made with proper notice (typically same-day morning or earlier).

Possible Cancellation Fee:

A fee may apply if:

• The technician is already en route

• The technician has arrived on site

• The customer is not home or unreachable

• Access to equipment is blocked and service cannot be performed

Cancellation fees help offset time and travel costs.

2.2 Same-Day or Last-Minute Cancellations

If you cancel after we have already dedicated your time slot, a fee may be applied at our discretion.

Emergency appointments may carry higher cancellation expectations due to urgency.

3. Refunds for Installations

3.1 Installation Deposits

Deposits for installations (furnaces, ACs, water heaters, tankless, etc.) are non-refundable once:

• Equipment has been ordered

• Installation date has been reserved

• Material purchase has been completed

3.2 Installation Cancellations

If a customer cancels after materials are ordered:

• Equipment restocking fees may apply

• Labour time already spent (site visits, measurements, planning) may be billed

4. Refunds for Customer-Supplied Parts

Platinum Home Comfort provides no refunds and no warranty on customer-supplied parts.

Labour to install a customer-supplied part is non-refundable.

Any failure of a customer-supplied part is not covered under any form of warranty.

5. Policy Exceptions

Exceptions may be granted by management in rare cases, including:

• Administrative errors

• Double billing

• Accidental duplicate payments

• Issues caused solely by our workmanship

Refund decisions are made case-by-case.

6. Contact for Refund or Cancellation Questions

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

12 Winter Court
Cambridge, Ontario, Canada

N1R6C6