Should I wait until my purchase is delivered to activate my plan?

Absolutely not! Activate as soon as possible. You never know when your dog might get a hold of it! We’ll make sure the coverage only starts the day of delivery.

I lost my card before activating it. What can you do to help me?

Unfortunately, because the SmartOne activation number is a secured unique code, it cannot be retraced. Activating it right away helps reduce the risk of losing it before it’s activated. Let’s hope you find it soon!

How long do I have to report the issue after noticing it?

You have 14 days to contact us after noticing the problem. Even if we reach out about your inquiry after the two weeks are up, it’s the moment you notify us that counts, so no worries!

How do I obtain service?

Experiencing incredible service from Zucora is as easy as one, two, three: Contact us by submitting your service request online at request.zucora.com or by phone at 1 800 388-2640 during business hours. We’ll review it so we can find the best solution for you! Once your service request is completed, we’ll follow up with you to make sure you are satisfied.

How are repairs provided for covered items?

A technician from our national network of qualified repair and maintenance partners will take care of delivering unparalleled service. Together, we deliver professional, timely and expert service when you need a product repair. Following review of your service request, one of our service technicians will contact you to arrange a convenient time to visit and provide your product repair. In some cases, it may be necessary to obtain a replacement part which may require a return visit to complete the product repair. Sit back, there are no extra fees related to it!

What if I want to choose a repair technician of my own?

We understand but to ensure service quality and compliance, we can only approve or reimburse the work performed by one of our service partners or work performed on our behalf.

What information do I need to provide when I call for a service request?

Naturally, we’ll ask questions in order to serve you best. First, we’ll want to make sure we are helping the right person. In order to achieve this, you’ll have to provide us with your dog’s name (just kidding!) To do so, we will verify your identity then ask you to provide your proof of purchase. You’ll need to provide your first and last name, phone number and invoice number or unique SmartOne Activation card code . If we’re not able to identify you with these, we might ask for your address, e-mail, etc. Pictures of the damage on the product are also necessary to give us an idea of the situation. If we consider that your case needs the intervention of a qualified service technician, we’ll need to know about your schedule to best plan the visit.

Are there any costs besides the purchase of the plan that I should be aware of?

Relax! We take care of everything: cost of new parts, shipping and service.

If I bought a $1,500 sofa that is now worth $2,000, what will happen?

If our qualified Service Partner concludes the covered item cannot be repaired, you might, under certain circumstances, receive a gift card worth the original purchase price of your covered item, to spend at the store where you bought it. For all the details, please review your Service Plan Agreement .

If I made a claim for my purchase while it was under the manufacturer warranty, would you be aware of it?

Unfortunately, our system operates independently from our partners, including manufacturers. This means that we don’t have direct access to updates or claims made under the manufacturer’s warranty. Our service provides an extended warranty, which is a separate coverage from what the manufacturer offers. Because of this, we encourage our customers to inform us directly about any claims or updates related to their purchase, ensuring we can provide the most comprehensive support possible with the information available to us.

Why should I consider buying a SmartOne Plan?

You are surely happy and proud of your new purchase (let’s hope!) but no one can prevent accidents from happening. Therefore, owning a SmartOne Plan is the way to keep calm and find peace of mind knowing your investment is protected. Experience . For 45 years, Zucora has been helping over 4,000,000 Canadian homeowners to keep their homes comfortable while keeping their budget in check. Service . Your satisfaction is our priority. You’ll benefit from manufacturer-approved parts and qualified technicians to provide repair services fast. Replacement . If your covered item can’t be fixed, we’ll work with you and our Retail Partners to find a suitable replacement.

For 45 years, Zucora gained the trust of over 4,000,000 Canadian homeowners by safeguarding their household budgets with repair and replacement product protection plans and home service programs. Our plans are available through Retail Partners which explains why our name is probably new to you. Our promise Incredible customer service Access to a network of qualified technicians Peace of mind

I don't want to receive communications from Zucora anymore, how can I unsubscribe?

We are grateful for the journey we have made together. Simply click on “Unsubscribe” at the bottom of every communication sent by Zucora.

Investir dans une protection futée avec un plan SmartOne!

Que vous envisagiez de choisir le plan SmartOne ou que vous l'ayez déjà acheté, rappelez-vous que la tranquillité d'esprit est à portée de main.

Dès l'achat de votre plan, pensez à l'activer pour simplifier la procédure de demande de service au cas où vous en auriez besoin.

VOUS N’AVEZ QU’À

SmartOne plans

Bois | Verre | Tapis d’intérieur

Voir les détails

Voir les détails

MEUBLES

Bois | Verre | Tapis d’intérieur | dommages causés par les animaux

Voir les détails

Téléviseurs à écran plat | Unités et composants audio et vidéo

Voir les détails

MEUBLES

5 &dash; Year Accidental Stain and Damage Protection

Bois
Verre
Tapis d’intérieur

ÉLECTROMÉNAGERS

5 &dash; Year Service, Repair and Protection

Réfrigérateur
Micro-ondes encastré
Cuisinière / Four
Congélateur
Laveuse et Sécheuse
Lave-vaisselle

CE QUI EST COUVERT

Malfunction & Breakage

ACCIDENTAL STAINS & DAMAGE

Taches de nourriture, de boissons, d’huile et de graisse
Cosmétiques et vernis à ongles
Fluides corporels d’humains et d’animaux
Encre de stylo à bille et traits de crayon de cire
Accrocs, déchirures et brûlures de cigarettes
Cernes de liquide et marques de brûlure

CE QUI N’EST PAS COUVERT

Usure normale *
Dommages causés par des animaux domestiques
Taches de marqueurs permanents
Accumulation de taches, de salissures et de sueur
Séparation des coutures et défauts de fabrication
Fissures et décollement et décoloration
Abus ou mauvaise utilisation

CE QUI EST COUVERT

CE QUI N’EST PAS COUVERT

Défauts des pièces non fonctionnelles
Dommages cosmétiques de toute nature
Installation incorrecte ou exposition aux intempéries
Écrans LCD, problèmes de logiciels ou récupération de données
Négligence ou abus

Frequently Asked Questions

Dois-je attendre la livraison de mon achat pour activer mon plan?

Pas du tout! Activez-le dès que possible. On ne sait jamais à quel moment votre chien peut décider de mettre la patte dessus! Nous ferons en sorte que la couverture ne commence que le jour de la livraison.

J’ai perdu ma carte avant de l’avoir activée. Que pouvez-vous faire pour m’aider?

Nous sommes désolé⋅es de l’apprendre et nous aimerions pouvoir vous aider, mais comme il s’agit d’un code d’activation unique et sécurisé, il ne peut pas être retracé. C’est pourquoi nous insistons autant sur l’activation au moment de l’achat. Croisons les doigts pour que vous la retrouviez bientôt!

Combien de temps ai-je pour signaler le problème après l’avoir remarqué?

Vouz avez 14 jours pour nous en informer. Même si on vous répond après ce délai, c’est le moment où vous nous prévenez qui compte, alors ne vous inquiétez pas!

Comment obtenir un service?

Expérimentez le service hors-pairs de Zucora en deux temps, trois mouvements :

Contactez-nous en soumettant votre demande de service en ligne à l’adresse request.zucora.com ou par téléphone au 1 800 388-2640 pendant les heures de bureau.
Nous l’examinerons ensemble pour trouver la meilleure solution pour vous!
Une fois votre demande de service complétée, nous vous contacterons pour nous assurer de votre satisfaction.

Comment les réparations sont-elles assurées pour les articles couverts?

Vous recevrez les services de notre réseau national de partenaires qualifiés. Ensemble, nous fournissons des services d’experts de façon rapide et professionnelle lorsque vous avez besoin de faire réparer un produit.

Après l’examen de votre demande de service, l’un⋅e de nos technicien⋅nes de service vous contactera pour choisir une heure de visite et de réparation de votre article.

Dans certains cas, il peut être nécessaire d’obtenir une pièce de rechange, ce qui peut nécessiter une visite de retour pour compléter la réparation de l’article. Détendez-vous, tout ça sans frais supplémentaire!

Que se passe-t-il si je veux faire affaire avec mon propre service de réparation?

On comprend l’intérêt, mais pour assurer la qualité du service et la conformité, seulement le travail effectué par l’un de nos partenaires de service ou le travail effectué avec notre autorisation sera approuvé ou remboursé.

Quels renseignements dois-je fournir lorsque j’appelle pour une demande de service?

Naturellement, les questions posées ont pour objectif de vous offrir le meilleur service qui soit. Tout d’abord, nous devrons vérifier votre identité ainsi que votre achat pour nous assurer que nous parlons à la bonne personne. Pour ce faire, vous devrez nous fournir le nom de votre chien (non, non, c’est une blague !).

Nous aurons besoin de votre nom et prénom, numéro de téléphone et numéro de facture, ou le code unique de votre carte d’activation SmartOne. Si votre dossier demeure introuvable avec ces renseignements, nous pourrions vous demander adresse, courriel, etc. Des photos du problème sont également nécessaires pour nous donner une idée de la situation. Si nous considérons qu’elle nécessite l’intervention d’un service de réparation qualifié, nous aurons besoin de connaître vos disponibilités pour céduler la visite.

Y a-t-il des coûts autres que l’achat du plan dont je devrais être au courant?

Vous pouvez dormir tranquille ! Nous nous occupons de tout : le coût des pièces neuves, l’expédition et le service.

Si j’ai acheté un sofa à 1 500 $ qui vaut maintenant 2 000 $, que se passe-t-il?

Si notre partenaire de service qualifié conclut que l’article couvert ne peut être réparé, vous pourriez recevoir, sous certaines conditions, une carte-cadeau d’une valeur équivalente à ce que vous avez payé à l’origine pour l’article couvert, que vous pourrez dépenser dans le magasin où vous l’avez acheté. Pour tous les détails, veuillez svp réviser votre Entente de plan de service.

Si je fais une réclamation pour mon achat alors qu’il était sous la garantie du manufacturier, en serez-vous au courant?

Malheureusement, notre système fonctionne indépendamment de celui de nos partenaires, y compris les fabricants. Cela signifie que nous n'avons pas accès aux mises à jour ou aux réclamations faites sous la garantie du fabricant. Ce que nous offrons est une garantie prolongée, c’est une couverture distincte de celle proposée par le fabricant. Pour cette raison, nous encourageons notre clientèle à nous informer directement de toute réclamation ou mise à jour liée à leur achat, afin que nous puissions fournir le soutien le plus complet possible avec les informations dont nous disposons.

Pourquoi devrais-je envisager d’acheter un plan SmartOne?

Vous êtes sûrement emballé⋅e de votre nouvel achat (espérons-le!), mais personne ne peut empêcher les accidents de se produire.
Par conséquent, posséder un plan SmartOne est le moyen de rester calme et de trouver la tranquillité d’esprit, en sachant que votre investissement est protégé.

Expérience. Depuis 45 ans, Zucora a aidé plus de 4 millions de propriétaires canadien⋅nes à garder leur maison confortable tout en respectant leur budget.

Service. Votre satisfaction est notre priorité. Vous recevrez des pièces approuvées par le manufacturier ainsi qu’un service de réparation rapide et qualifié.

Remplacement. Si votre article couvert ne peut pas être réparé, nous travaillerons avec vous et nos détaillants partenaires pour trouver un remplacement approprié.

Qui est Zucora?

Depuis 45 ans, Zucora a gagné la confiance de plus de 4 millions de propriétaires canadien⋅nes en respectant leur budget grâce à des plans de protection de réparation et de remplacement d’articles et à un service de protection de biens résidentiels. Nos plans sont offerts auprès de nos détaillants partenaires, ce qui explique pourquoi notre nom ne vous est peut-être pas familier.

Notre promesse

Service à la clientèle incroyable
Accès à un réseau de technicien⋅nes compétent⋅es
Tranquillité d’esprit

Je ne veux plus recevoir de communications de Zucora, comment puis-je me désabonner?

Nous sommes reconnaissant⋅es du temps que vous nous avez accordé jusqu’ici. Il vous suffit de cliquer sur le lien de désabonnement au bas de chaque communication envoyée par Zucora.

Still Have Questions?

Aucun problème! Contactez-nous, il nous fera plaisir de vous aider.

Politique de confidentialité Conditions générales d'utilisation Contrat de service aux membres

Contrat de service aux membres

Exemple

PLAN MOBILIER

Plan électroménagers

Plan des systèmes à domiciles

PLAN MOBILIER

CLIQUEZ POUR LES ARTICLES COUVERTS

Limite maximale des prestations du plan mobilier pendant la période de service («limite maximale»)	Limite de remplacement des dommages accidentels	Limite de remplacement causée par l'usure	Limite de remplacement pour articles sans reçu	Allocation pour nettoyage	Frais de service commercial
Limite de prestation maximale totale de 10000,00 $ par période de service annuelle (non cumulative)	100% du prix d'achat, au prorata de la date d'achat.	50% du prix d'achat, au prorata de la date d'achat.	100,00 $ pour un maximum de deux (2) articles de mobilier pendant la période de service annuelle (non cumulatif).	Allocation de 100 $ par an pour les membres renouvelés (aucun frais de service commercial n'est requis.)	Frais de service commercial de 75,00 $ par demande de service nécessitant des services de technicien (sans compter l'allocation pour nettoyage).

(Voir la section E pour les modalités et conditions complètes de la couverture.)

Plan électroménagers

CLIQUEZ POUR LES ARTICLES COUVERTS

Limite maximale des prestations de services à domiciles pendant la période de service («limite maximale»)	Frais de service commercial
Limite de prestation maximale totale de 15 000 $ par période de service annuelle (non cumulative).	Frais de service commercial de 75,00 $ par demande de service nécessitant des services de technicien.

(Voir la section F pour les modalités et conditions complètes de la couverture.)

Plan des systèmes à domiciles

CLIQUEZ POUR LES ARTICLES COUVERTS

Limite maximale des prestations de services à domiciles pendant la période de service («limite maximale»)	Allocation d'inspection pré-saison	Frais de service commercial
Limite de prestation maximale totale de 25 000 $ par période de service annuelle (non cumulative).	Allocation de 100 $ par allocation d'inspection pré-saison (200 $ par année) pour les membres renouvelés. (Aucun frais de service commercial n'est requis.)	Frais de service commercial de 75,00 $ par demande de service nécessitant des services de technicien (à l'exclusion des services d'inspection pré-saison).

(Voir la section G pour les modalités et conditions complètes de la couverture.)

SECTION A - VOTRE CONTRAT DE PLAN DE SERVICE

A1. Accord: Cet accord de plan de service, («Accord»), est commercialisé, administré et émis par Zucora Inc. («ZucoraHome»). Tout au long de la présente convention, les mots vous, votre et le membre font référence au titulaire de la convention figurant dans le résumé de la couverture de votre régime. Les mots, ZucoraHome, nous, notre et notre, se réfèrent à Zucora Inc. Il s'agit d'un accord de plan de service et non d'une police d'assurance.
A2. Services: Cet accord est destiné à fournir une protection contre les frais de nettoyage, de réparation, d'entretien ou de remplacement de produit («Services»)relatifs aux produits affectés par certains types de taches accidentelles, de dommages accidentels, d'usure normale ou de pannes mécaniques. être applicable à l'égard d'un ou plusieurs plans («Plan (s)») fournissant une couverture pour des articles ménagers spécifiques («Articles couverts») pour le (s) montant (s) des frais du Plan payables en fonction de la sélection et du nombre de Plans couverts par le présent Contrat . Diverses dispositions du présent Contrat limitent et restreignent la couverture et les services - VEUILLEZ LIRE ATTENTIVEMENT CE CONTRAT pour déterminer vos droits et obligations.
A3. Location: ZucoraHome will provide service for Covered Items that:
- are located in a ZucoraHome service area as determined at time of entering into this Agreement in a service area that ZucoraHome is able to provide such service.
- are installed and located within the perimeter of the Member’s primary residential home property not exceeding 465 m² (5,000 ft²). With the exception of air conditioning units, any Covered Items located on the exterior or outside the Member’s primary home (including porch or patio) or located in a common area are not covered by this Agreement.
- are installed in the Member’s property unit, where such unit is part of a multiple unit property, condominium or townhouse property.
- were properly installed and are in good and safe working condition as of the Effective Date of this Agreement.
- have become damaged or inoperable due to normal usage after the Effective Date of this Agreement.
- are reported as requiring service during the term of this Agreement.
A4. Défauts préalables: Cet accord ne couvre pas les défauts, les dommages ou les exigences de service («problèmes préalables») connus avant la date d'entrée en vigueur de la couverture. Les problèmes préalables sont exclus de la couverture jusqu'à ce que nous ayons reçu une preuve de réparation et que nous ayons jugé satisfaisant. Nous fournissons un service ou une réparation pour des conditions inconnues si la condition n'aurait pas été détectable par le membre par une inspection visuelle et un simple test mécanique.
A5. Service aux consommateurs: la couverture du service concerne les propriétés résidentielles possédées ou louées, et non les propriétés commerciales ou les résidences utilisées comme entreprises (y compris les garderies, les maisons de soins infirmiers, etc.)

SECTION B - PÉRIODE DE VALIDITÉ DU CONTRAT

B1. Membre de première année: Votre période initiale du contrat («Période de service») commence le jour où votre plan de service a été acheté, lorsque ZucoraHome vous accepte comme membre et que nous recevons les frais mensuels initiaux du plan. En tant que membre de première année, la durée initiale de votre contrat est d'un (1) an à compter de la date de début de la période de service. Si vous ajoutez ou mettez à niveau vos plans, la période de service sera prolongée d'un an à compter de la date d'acceptation de cette mise à niveau. Si vous choisissez de renouveler votre accord et que nous acceptons votre demande de renouvellement de votre accord, celui-ci sera renouvelé annuellement à moins que vous avisiez ZucoraHome trente (30) jours avant l'expiration de la période de service initiale ou de renouvellement de cet accord ( Voir la section H - Transfert, renouvellement, modification et annulation du régime).
B2. Renouvellement de membre: Chaque renouvellement du contrat commence à l'expiration de la période de service précédente du présent contrat et se poursuit pendant une période de service supplémentaire d'un (1) an.

SECTION C - DEMANDE DE SERVICE

C1. Service Requests: ZucoraHome is available to accept your service requests (“Service Requests”) 24 hours a day, 365 days a year and we may be contacted in the following manner:
- En ligne à: Service.ZucoraHome.com
C2. Photographies: Pour une résolution plus rapide de votre demande de service, il vous sera peut-être demandé de fournir des photos des composants endommagés liés à l'article couvert.
C3. Service autorisé: ZucoraHome a le droit exclusif de sélectionner et de coordonner un entrepreneur de service autorisé pour effectuer l'inspection ou la réparation couverte par le présent contrat. Seule la tâche autorisée et organisée par ZucoraHome est couverte par cet accord. ZucoraHome ne vous remboursera pas pour le service effectué par votre propre entrepreneur sans l'autorisation préalable de ZucoraHome.
C4. Temps de réponse: Dans des circonstances normales, soit ZucoraHome ou un entrepreneur de service autorisé vous contactera dans les quatre (4) heures ouvrables pendant les heures ouvrables normales (du lundi au vendredi) et dans les 48 heures la fin de semaine ou les jours fériés pour planifier un rendez-vous mutuellement convenable, pendant les heures normales de bureau, pour effectuer un service non urgent.
C5. Emergency Response:In an emergency situation, we will make reasonable efforts to expedite service within twenty-four (24) hours. An emergency situation is defined as:
- A plumbing failure that causes interior flooding;
- A complete loss of heat or air conditioning in extreme temperature conditions;
- A system failure that causes ongoing damage to your home;
- A condition that immediately endangers health and safety as a result of the malfunctioning of a Covered Item.
C6. Expediting Normal Response: ZucoraHome will accept your request to expedite non-emergency service only if an authorized ZucoraHome Service Contractor is available to provide the service requested. If the Service Contractor agrees to expedite the scheduling of a non-emergency service, you will be responsible for any additional fees, including overtime compensation.
C7 Trade Service Fee: For each separate Service Request with respect to one or more Covered Items in an individual product group (Furniture, Appliances, Home Systems), you are responsible for payment of the dispatch fee (“Trade Service Fee”) in effect at the time of placing the Service Request. The Trade Service Fee is due and payable to ZucoraHome for each Service Request, including the following circumstances:
- when you cancel a Service Request after the Service Contractor is enroute to your home;
- when you deny the Service Contractor with access as may be required to perform a diagnosis or to undertake resolution of the Service Request;
- when the Service Contractor’s diagnosis results in a partial or complete exclusion of coverage for the Service Request; or
- ZucoraHome approves your request for a second opinion.
C8. Guaranteed Repairs: Repairs provided under a Service Request are guaranteed by ZucoraHome for thirty (30) days. Should failure occur on the Covered Item within thirty (30) days of service another Trade Service Fee will not be charged.
C9. Non-Payment of Fees: Failure to pay any fees that are due and payable will result in denial of Service Requests and suspension of Coverage until such time as the required fees are paid. At that time, Coverage will be reinstated, but the Agreement period will not be extended.
C10. Second Opinion: ZucoraHome reserves the right to obtain a second opinion at our expense. In the event that ZucoraHome advises you that the malfunction is not covered, you have the right to request a second opinion, at your expense from another ZucoraHome Service Contractor within seven (7) days from the time ZucoraHome advises you the malfunction is not covered by your Plan. In the event the outcome of the second opinion is different than the first opinion, you will not be responsible or owe the additional Trade Service Fee. However, if you request a second opinion, and the outcome of the second opinion is the same as the first opinion, you will be responsible for payment of the additional Trade Service Fee.
C11. Remote Service: Although ZucoraHome has created an extensive, reputable and unbiased network of Service Contractors who provide service to our Members, our network is not all-inclusive for every trade, in every location. For that reason, we may authorize or require you to contact an independent service contractor (outside of the ZucoraHome network) to obtain service. If so, we will provide you with the Service Contractor requirements. ZucoraHome will authorize payment or reimbursement for approved service and/or repairs, based on our negotiated rates with our Service Contractors (in the ZucoraHome network) and our various suppliers.
C12. Access: It is your responsibility to ensure the area near the Covered Item is free and clear of any non-related items for the Service Contractor to perform the requested diagnosis or requested service. In the event the area is not accessible the Service Contractor will return at a later date and you will be responsible for an additional Trade Service Fee.
C13. Gift Cards or Reimbursement:Where a Covered Item may require replacement, ZucoraHome reserves the right to arrange for the purchase and delivery of a replacement item, or alternatively, at ZucoraHome’s sole discretion, to issue a Gift Card or to provide cash reimbursement to you as compensation for the replacement of the Covered Item. The Gift Card may be issued for a retailer where you purchased the Service Plan Agreement or for an alternative retailer that is capable of providing a similar replacement item for the Covered Item being replaced.

Section D – What this agreement does not Cover

D1. Force Majeure: Repairs or replacement required as a result of; or our inability to provide the Services, as a result of Fire, Freezing, Flooding, Pandemics or other Acts of God; or Accidents; Vandalism; Improper Installation; Cosmetic Defects; Design Flaws; Manufacturers’ Defects; Structural Defects; Power failure, shortage, surge, overload, or inadequate capacity.
D2. Operation: Failure to Clean or Maintain; Improper Previous or Attempted Repair; Routine Maintenance; Odours; Noises; Damage due to pests or animals (not including pets); Neglect; Misuse; Abuse; Missing Parts; or Adjustments.
D3. Consequential Damages: ZucoraHome is not responsible for Consequential or Secondary Damage (including Consequential Damages due to a Service Contractor’s conventional repair efforts of the primary item) nor for failure to provide timely service due to conditions beyond our control; including but not limited to, part or equipment delays or labour difficulties.
D4. Commercial or Rental Use: ZucoraHome does not cover Furniture, Appliances or Systems classified by the manufacturer as Commercial, Commercial Equipment modified for domestic use, or Covered Items located in family dwellings used for commercial purposes. Coverage is not provided for any items that are rented or not owned by the Member.
D5. Maintenance: You are responsible for providing maintenance and cleaning on Covered Items as specified by the manufacturer to ensure continued coverage on such items. For Example: heating and air conditioning systems require periodic cleaning and/or replacement filters and cleaning of evaporator and condenser coils.
D6. Mould, Mildew or Odour: ZucoraHome is not, under any circumstances, responsible for the diagnosis, repair, removal or remediation of Mould, Mildew, Odour, Rot or Fungus, or any damages resulting from or related to Mould, Mildew, Odour, Rot or Fungus, even when caused by or related to the malfunction, repair or replacement of a Covered Item.
D7. Covered Item Access: ZucoraHome is not responsible for providing or closing access to Covered Items, except as noted under Limits for Plumbing and Ductwork. We are not responsible for additional charges to remove or install systems, appliances, or non-related equipment in order to make a Covered Item repair; nor do we cover the cost of restoration of wall coverings, floor coverings, counter tops etc.
D8. Positioning Equipment: ZucoraHome is not responsible for the cost of lifting equipment, cranes or any other equipment to gain access to the Covered Items.
D9. Code Upgrades; Toxic Materials; Disposal: If upgrades are required to the Covered Items, ZucoraHome cannot perform service until corrective work has been completed. If additional costs are incurred in order to comply with regulations, ZucoraHome will not be responsible for any additional expense, or any costs relating to permits in respect of the Covered items. ZucoraHome will not perform services involving hazardous or toxic materials including, but not limited to, Asbestos, Mould, Lead Paint, or Sanitation of Sewage Spills, nor will ZucoraHome pay costs related to recapture and/or disposal of Refrigerator/Freezer Refrigerants, Contaminants, Hazardous or Toxic Materials with respect to any Covered Items.
D10. Repair; Replacement; Upgrading:ZucoraHome is not responsible for delay in obtaining parts or replacement equipment. We reserve the right to repair and/or replace components of Covered Items with non-original manufacturer’s parts, including rebuilt or refurbished parts. We will not upgrade any covered item. We are responsible for providing installation of equipment comparable in features, capacity and efficiency, but not for matching in dimensions, color, or brand. We are not responsible for the cost of construction, carpentry, or other modifications made necessary by existing or installing different equipment. We reserve the right to provide compensation in lieu of repair or replacement in the amount of our actual cost. When providing compensation in lieu of replacement, installation is limited to one hour of labour. Payment will be provided based on our negotiated rates with our Service Contractors and suppliers, which may be less than retail. We are not responsible for work performed once you accept compensation in lieu of service. If we provide reimbursement or compensation in lieu of service, the approximate time to issuance of a payment is ten (10) business days.
D11. Incompatibility: ZucoraHome is not responsible for upgrades, components, parts, or equipment required due to the incompatibility of the existing equipment with a replacement Covered Item, or component, or part thereof, or with any new type of chemical or material used to run the replacement equipment; including but not limited to, differences in technology, refrigerant requirements, or efficiency as mandated by Federal, Provincial, or Municipal Governments (except as noted in Central Air Conditioning).

Section E – Furniture Coverage

E1. Covered Items – Furniture includes household items constructed of upholstered fabric, leather, synthetic leather, metal, glass and wood materials and include the following:
- Occasional / Side Chair : Dining chairs, tables, benches
- Ottoman / Futon : Sofabed
- Loveseat / Oversized Chair : Mattress or Foundation
- Occasional Tables : Mechanical or Electrical Upholstered Furniture
- Sofa / Sectional : Bedroom Furniture
E2. What is Covered?
- Accidental Damage Coverage: Where a Covered Item, purchased during the Service Period and delivered as a new product without prior soiling or damage, is accidentally stained or damaged from a single incident, coverage is provided for cleaning, repair or replacement of components, or at ZucoraHome’s sole discretion, replacement of the Covered Item by issuance of a Gift Card or reimbursement as determined by ZucoraHome in accordance with the Furniture Plan Benefits.
- Wear and Tear Coverage: Where a Covered Item, regardless of age, through normal use, experiences wear and tear resulting in failure of frames, joints, mechanisms, or moving parts; or general soiling, rips, tears, seam separation, fabric pulls, pilling, fraying, button loss or material deterioration; minor pet damage, perspiration, body or hair oils, grease stains, paint, bleach, nail polish or remover, material fading, colour loss, dye transfer, cracking, peeling, foam resiliency or other similar damage caused by regular normal wear and tear, coverage is provided for cleaning, repair or replacement of components, or at ZucoraHome’s sole discretion, replacement of the Covered Item by issuance of a Gift Card or reimbursement as determined by ZucoraHome in accordance with the Furniture Plan Benefits.
- Annual Cleaning Allowance Coverage: An annual cleaning allowance as set out in the Furniture Plan Benefits, is available to Renewal Members to remove stains or general soiling.
E3. What is Not Covered? Coverage is not provided for any Covered Item that becomes damaged as a result of failure to comply with the manufacturer’s instructions for use, cleaning or maintaining the Covered Item and in the following circumstances:
- where any damage to a mechanical or electrical component is a result of improper installation, moisture, liquid spills, lightning, power failures and/or power surges, or physical damage;
- as a result of mishandling, product abuse, misuse, excessive damage or neglect of the Covered Item;
- odours of any kind or stains caused by corrosive substances, acids;
- Covered Items consisting of X-coded fabrics or non-colourfast fabrics, natural materials such as silk, virgin wool or natural, unfinished/nubuck or naked leathers;
- any natural markings or characteristics in leather that may cause appearance variations;
- any unfinished natural wood, ceramic, quartz, marble, or similar materials;
- any damage or stains caused while Covered Items are in transit, moving, relocation or storage;
- Acts of God, fraud, intentional acts, war or hostilities of any kind arising from illegal activity;
- any damage covered by any insurance program or anything not specifically identified and included as being covered.

E4. Furniture Plan Benefits

Coverage and Services

Applies to Covered Items where Accidental Damage Coverage or Wear and Tear Coverage is applicable.
ZucoraHome will attempt to assist with removing stains using professional stain removal products at no cost to the Member, or by providing professional cleaning services technician to remove the stains (requires a Trade Service Fee to be paid in advance of dispatching a technician).
In the event ZucoraHome determines a repair or replacement parts are required, ZucoraHome shall obtain the required replacement parts at no cost to the Member and provide a professional repair technician, at no cost the Member, to inspect, repair and/or replace the failed part or components (requires a Trade Service Fee to be paid in advance of dispatching a technician).

In the event ZucoraHome determines, in its sole discretion, that the Covered Item(s) require replacement and where the Member has provided to ZucoraHome, a copy of the invoice issued by the Retailer which includes the Covered Item description, item price (“Purchase Price”) and date of purchase of the Covered Item(s); or where ZucoraHome determines the approximate Purchase Price of the Covered Item; ZucoraHome may elect to issue to the Member, a Gift Card or reimbursement in cash, such method of payment as determined by ZucoraHome, with the amount calculated on a pro-rata basis of the value of the actual or estimated Purchase Price (not including taxes, delivery or other charges) as follows:

Reimbursement Value:	DOMMAGES ACCIDENTELS	Wear & Tear
First 12 months following date of purchase	100% of Purchase Price	50% of Purchase Price
13th month to 24th month following date of purchase	80% of Purchase Price	40% of Purchase Price
25th month to 36th month following date of purchase	40% of Purchase Price	20% of Purchase Price
37th month to 48th month following date of purchase	20% of Purchase Price	10% of Purchase Price
49th month and thereafter, following date of purchase	10% of Purchase Price	5% of Purchase Price

No Receipt or Undertermined Value: For replacement of any Covered Item where no receipt or proof of purchase can be provided by the Member regarding the original purchase of the Covered Item, and where ZucoraHome is unable to determine the estimated Purchase Price of the Covered Item, ZucoraHome, at its sole discretion, may provide the Member with a Gift Card or reimbursement in cash, such method of payment as determined by ZucoraHome, to a maximum value of one hundred dollars ($100.00) for up to two (2) Covered Items per Service Period.
Annual Cleaning Allowance Coverage: Upon request, a Renewal Member may receive an annual cleaning allowance credit in the amount one-hundred dollars ($100.00), on a non-cumulative basis, to be applied to the total cost of cleaning of the Renewal Member’s home furnishings, when professional cleaning is provided by a professional cleaning technician authorized by ZucoraHome. No Service Trade Fee shall apply in respect of the cleaning allowance.

E5. Furniture Plan Maximum Benefit Limits
- Trade Service Fee: A Trade Service Fee of seventy-five dollars ($75.00) shall be required to be paid by the Member prior to dispatching a technician to attend to a Service Request. (No additional Trade Service Fees shall be charged for repeated visits related to the same Service Request issue.)
- Maximum Furniture Plan Benefit Limit: For each individual Service Request for one or more Covered Items, costs including Service Request administration, diagnosis, provision of cleaning products, stain removal, services, repairs, parts, components, Covered Item replacement, value of Gift Cards, and any reimbursement is limited to a maximum of three thousand dollars ($3,000.00) per Service Request.

Section F – Major Appliances Coverage

F1. Covered Items – Major Appliances: include the following kitchen and laundry Covered Items:
Kitchen Appliances
- Refrigerator (single compressor)
- Cuisinière / four / surface de cuisson
- Lave-vaisselle
- Micro-ondes encastré
- Hotte de cuisine
- Congélateurs (en tant que partie interne du réfrigérateur)
- Centres alimentaires intégrés
Laundry Appliances
- Clothes Washer
- Sécheuse
- Washer & Dryer Pairs
- Piédestaux de buanderie
F2. What is Covered: Components and parts that affect the operation of the Covered Item. Repair or replacement of components and parts that malfunction due to normal wear and tear and are not related to conditions or items identified as “Not Covered”.
F3. What is NOT Covered: Coverage is not provided for any Covered Items that include damage or loss of items that do not affect the operation of the Covered item, including, but not limited to:
- touch pad assemblies, plastic mini tubes, soap dispensers, knobs, filters, lint screens, venting components, dials, interior thermal shells, trim kits, hinges, wheels;
- ice crushers, non-standard beverage dispensers and their respective components, racks, shelves, removable buckets and trays, refrigerant recapture/recovery/recharge, Freon or coolant;
- where components are damaged as a result of improper installation, lightning, power failures and/or power surges, or physical damage;
- any damage covered by any insurance program or anything not specifically identified and included as being covered.
F4. Appliances Plan Maximum Benefit Limits
- Trade Service Fee: A Trade Service Fee of seventy-five dollars ($75.00) shall be required to be paid by the Member prior to dispatching a technician to attend to a Service Request. (No additional Trade Service Fees shall be charged for repeated visits related to the same Service Request issue.)
- Maximum Appliance Plan Benefit Limit: For each individual Service Request for one or more Covered Items, costs including Service Request administration, diagnosis, provision technician services, repairs, parts, components, Covered Item replacement, value of Gift Cards, and any reimbursement is limited to a maximum of three thousand dollars ($3,000.00) per Service Request.

Section G – Home Systems Coverage

Covered Items – Home Systems Plan include the following primary systems:

G1.0 Heating System
- G1.1 What is Covered: Except for what is detailed in the “What is NOT covered” in Section G1.2 below, Plan coverage includes repair, replacement and labour for:
  - Heating Units: heating systems, including primary gas, electric or oil, Forced Air heating units, wall mounted heaters, floor furnaces, heat pumps, mini-splits, radiant hot water or steam circulating heaters, electric baseboard heaters, room heaters and Geothermal heating.
  - Duct Work: including access to ductwork through unobstructed walls, ceilings and floors, dampers, plenums, actuators, breaks or leaks in ductwork including registers and grills and cost of returning access opening to a rough finish (drywall, tape and mud).
- G1.2 What is NOT Covered: Heat Lamps, Filters, Electronic Air Cleaners, Humidifiers, Furnace Vents & Flues, Asbestos Covered Ductwork, Wood or Pellet Stoves (even if primary source of heating), Fireplaces (of any kind) and Key Valves, Inserts, Insulation, Collapsed or crushed Ductwork, improperly sized systems or systems with mismatched capacity per manufacturer’s specifications, Zone Control Systems, Zone Valves, Solar Space Heating & Cooling Systems, outside or underground piping and components for Geothermal and/or Water Source Heat Pumps, freestanding or portable units, maintenance, cleaning or noises however caused, replacement of refrigerant or any diagnostic testing following replacement of heating equipment.
G2.0 Air Conditioner/Cooler
- G2.1 What is Covered: Electric Central Air Conditioning including Condensers, Evaporative Coils, Compressors, air handler, leaks in accessible Freon Lines, Electric Wall Air Conditioning, Water Evaporative Coolers, and thermostat. NOTE: Coverage available on Cooling Systems with capacity not exceeding five (5) tons per unit (unlimited units covered).
- G2.2 What is NOT Covered: Gas Units, Filters, Dampers, Maintenance, Cleaning, Noise, Condenser Housing, Pads, Water Towers, Water Trays or Drip Pans of any kind, Roof Jacks & Stands, Improperly Sized Systems or Systems with Mismatched Capacity per Manufacturer’s Specifications, Inaccessible or Not Visible Coil Lines, Zone Control Systems, Chillers, Pre-Coolers, Freon Recapture/ Recovery or Recharge.
- G2.3 R-410A Modifications: If ZucoraHome determines that Air Conditioning unit must be replaced, we will replace the unit with a unit that meets the current governmental efficiency standards and replace necessary covered components, including Air Handling Transition, Evaporator Coil, Refrigerant Lines, Secondary Drain Pan and Line, Plenum, Duct Transition and Indoor Electrical. If R22 parts or systems are no longer available, ZucoraHome will repair or replace the failed component with R410A equipment and cover the cost of modifications necessary to maintain compatibility.
G3.0 Plumbing System
- G3.1 What is Covered: Drain Line Stoppages, Toilets, Plumbing Pipe Leaks, Whirlpool Motor & Pump, Shower Valve, Diverter Valve, Instant Hot Water Dispenser, Sump Pump (ground water only), Recirculating Pump, Water Heater (up to 50 gal.), Tankless Water Heater. Includes: (1) diagnosis, repair or replacement for leaks in concrete encased water, drain, gas, polybutylene piping, tankless oil or power vent water heaters; (2) replacement of Toilet Tanks & Bowls (replaced with Builders Standard when necessary), (3) obtaining access through unobstructed walls, ceilings, and floors only, and returning access opening to rough finish condition (drywall, tape, and mud). (4) Clearing of stoppages which can be cleared with standard sewer cable through an existing clean-out located inside the home without excavation. ZucoraHome shall be responsible for only one sewer stoppage clearing per each Main Sewer Line, Secondary Waste Line, or Toilet.
- G3.2 What is NOT Covered: Plumbing Fixtures including Faucets, Bathtub, Shower Base Pans & Enclosures, Toilet Lids & Seats, Sprinkler or Solar Systems, stop & waste valves, Water Heater Vents & Flues, Vent Pipes, Septic Tank, Stoppages that cannot be cleared with Cable, Hydro Jetting, Stoppages due to Roots, Water Heater Heat Pump Attachment, Sewage Ejector Pump, internal and external Hose Bibs, Expansion Tanks, Energy Conservation Units, Noise, Electrolysis, Water Softener, Whirlpool Jets, Water Filters, Water Purification Systems, Bidets, Jet Pumps, Conditions caused by Chemical, Calcium, or Sediment Build-up, Caulking, Grouting, Inadequate or Excessive Water Pressure, Flow Restrictions in Fresh Water Lines caused by Rust, Corrosion, or Chemical Deposits, Basket Strainers, Pop-up Assemblies, Stoppers, Diesel or Oil Fired Water Heaters, Heat Pump/ Water Heater Combination Units, Leaks/ Damage caused by Roots, Water Heater Drip Pans, Ice Maker Water Lines, Main Water Shut-off Valve. Obstructions to Plumbing are the Member’s responsibility to remove, and include: Tile, Cabinetry, or any other items permanently affixed or requiring additional work to remove. ZucoraHome is not responsible for access to Drain or Sewer Lines from vent or removal of toilet
G4.0 Electrical System
- G4.1 What is Covered: Wiring, Panels and Subpanels attached to the home, Plugs, Fuses, Junction Boxes, GIFI Circuit Breakers, Conduit, Ceiling Fans, Exhaust Fan, Central Vacuum main unit.
- G4.2 What is NOT Covered: Light Fixtures and Wireless/Remote Switches or Controls including those on Ceiling Fans, Bulbs, Ballasts, Vents. Removable Attachments, Accessories or Hoses, Plumbing/Piping within home related to Central Vacuum System. Telephone Wiring, Heat Lamps, Intercoms, Alarms, Low-Voltage Relay Systems, Electronic or Computerized Energy Management or Lighting and Appliance Management Systems, Door Bell and related Wiring, Chimes, Saunas or Steam Rooms, Smoke Detectors, Garage Door mechanisms openers or remotes.
G5.0 Pre-season Tune-ups: Air Conditioning and Heating Systems
- G5.1 Air Conditioning Tune-Up For a Renewal Member, ZucoraHome will provide an allowance of up to $100 to be applied against the cost of one (1) A/C System – Summer Pre-season Tune-up between March 1st and April 30th, and includes the following: calibrate thermostat, test temperature split, check refrigerant levels & system pressures, perform amp draw on condenser motor, evaporator motor and compressor, clean condenser coils, check contacts, check condensate lines, clean or replace filters (owner supplied), clean & tighten electrical connections, test capacitors, and test safety switches.
- G5.2 Heating System Tune-Up: For a Renewal Member, ZucoraHome will provide an allowance of up to $100 to be applied against the cost of one (1) Heating System – Winter Pre-Season Tune-up between September 1st and October 31st, and includes the following: calibrate thermostat, check heat operations, clean or replace filters (owner supplied), clean & tighten electrical connections, inspect pilot system, test safety switches, test limit switches, and clean burners.
- G5.3 What is NOT Covered: Filters, Recharging of Freon or Refrigerant, Clearing of condensate line stoppages, Evaporator/Indoor coil cleaning including acid cleaning, Cleaning or unclogging services required to correct problems related to the lack of manufacturer recommended maintenance (filters must be replaced monthly).
- G5.4 To Request Service: The Renewal Member is responsible for scheduling the tune-up during the specified pre-season period by contacting us. In the event a Member places an additional Service Request while the Contractor is performing a Pre-Season Tune-up at their home, the Renewal Member is required to pay an additional Rade Service Fee.
- G5.5 Tune-Up Benefits Limits: Maintenance tune-up allowances are available for a combined maximum amount of up to $200 per Service Period.
G6.0 Home System Plan Maximum Benefits Limits
- G6.1 Trade Service Fee: A Trade Service Fee of seventy-five dollars ($75.00) shall be required to be paid by the Member prior to dispatching a technician to attend to a Service Request. (No additional Trade Service Fees shall be charged for repeated visits related to the same Service Request issue.)
- G6.2 Maximum Home System Plan Benefit Limit: For each individual Service Request for one or more Covered Items, costs including Service Request administration, diagnosis, provision technician services, repairs, parts, components, Covered Item replacement, value of Gift Cards, and any reimbursement is limited to a maximum of three thousand dollars ($3,000.00) per Service Request.

Section H – Plan Transfer, Renewal, Change and Cancellation

H1. Plan Transfer: This Agreement may be transferable to a Transferee for a $25.00 Administration Fee, paid to ZucoraHome, subject to ZucoraHome providing such coverage or service in the Transferee’s location. You must notify ZucoraHome and confirm such transfer is acceptable by contacting us.
H2. Plan Renewal: This Agreement may be renewed at ZucoraHome’s sole discretion. Should ZucoraHome choose to renew this Agreement, you will be notified of any changes in Rates or Terms of this Agreement approximately 45 days prior to Renewal. Payment rates may increase upon Renewal. To ensure there is no lapse of coverage, payment must be received by ZucoraHome prior to the expiration date of the Agreement.
H3. Change: You may choose to change (increase or reduce) your Selected Plan coverage at any time by contacting ZucoraHome.
H4. Cancellation:
- You may cancel this Agreement at any time for any reason.
- ZucoraHome may cancel this Agreement for any of the following reasons:
  - if you do not pay a fee or charge under the terms of this agreement;
  - if you breach this Agreement;
  - if you engage in fraud or misrepresentation of facts material to the issuance of this agreement;
  - upon mutual agreement between you and ZucoraHome;
  - if you harm or threaten the safety or well-being of any employee of ZucoraHome, a ZucoraHome service provider or any property of ZucoraHome or of the service provider.
- If this Agreement is canceled within the first thirty (30) days of a Service Period:
  - If no services have been provided by ZucoraHome, the Member shall be entitled to receive a full refund of the fees paid; or
  - if services have been provided by ZucoraHome and costs are less than the Agreement fees paid to date of cancellation, the Member shall be entitled to a refund of the Agreement fees paid to date, less any costs incurred by ZucoraHome; or
  - if services have been provided by ZucoraHome and costs are greater than the Agreement fees paid to date of cancellation, the Member shall pay to ZucoraHome the cost which is greater than the Agreement fees paid to date of cancellation; and,
  - the Agreement shall terminate the day prior to the next payment date without further obligation to the Member.
- If this Agreement is canceled after the thirtieth (30th) day following the beginning of a Service Period:
  - If no services have been provided, or the costs incurred by ZucoraHome to date of cancelation are less than the fees paid by the Member, the Agreement shall terminate on the day prior to the next payment date without further obligation to the Member; or
  - if services have been provided by ZucoraHome and costs are greater than the Agreement fees paid to date of cancellation, the Member shall pay to ZucoraHome the costs that are greater than the amount of the Agreement fees paid to date and the Agreement shall terminate on the day prior to the next payment date without further obligation to the Member.

Section I – Arbitration

ZucoraHome and the Member will attempt, in good faith, to resolve any controversy or dispute arising out of or relating to this Agreement through direct discussions. Should these discussions be unsuccessful, then any dispute that arises between the Parties relating to the application, interpretation, implementation or validity of this Agreement, the Parties agree to resolve the dispute by arbitration, on an individual basis, under the Arbitration Rules (“ADRIC Rules”) of the ADR Institute of Canada, Inc (“ADRIC”). The parties agree that the ARDIC Rules give the parties a fair opportunity to present their case and respond to the case of the other side. The governing law will be that of the province or territory where you reside, or of Ontario if you reside outside Canada. The language of arbitration will be English, or, if the governing law is Québec’s, French if you choose.

The ADRIC Rules are available by contacting ADRIC at 1-877-475-4353 or www.adric.ca

This Arbitration Provision affects your ability to participate in class or collective actions. Both you and ZucoraHome agree to bring any dispute in arbitration on an individual basis only, and not on a class or collective basis on behalf of others. There will be no right or authority for any dispute to be brought, heard or arbitrated as a class or collective action, or for you to participate as a member in any such class or collective proceeding (“Class Action Waiver”). Notwithstanding any other provision of the Arbitration Provision or the ADRIC Rules, disputes in court or arbitration regarding the validity, enforceability, conscionability, or breach of the Class Action Waiver, or whether the Class Action Waiver is void or voidable, may be resolved only by a court and not by an arbitrator. In any case in which (1) the dispute is filed as a class or collective action and (2) there is a final judicial determination that all or part of the Class Action Waiver is unenforceable, the class or collective action to that extent must be litigated in court, but the portion of the Class Action Waiver that is enforceable shall be enforced in arbitration.

Judgement upon the award rendered by the arbitrator may be entered in any court having jurisdiction.

Zucora Inc.
552 Clarke Road
London, ON N5V 3K5

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