Furnace Family Terms & Conditions

Furnace Family Membership – HVAC Terms & Conditions

Customer Responsibilities

To maintain coverage under this agreement, the customer agrees to:

• Operate all covered equipment according to manufacturer guidelines.
• Use Furnace Family as the exclusive service provider for covered equipment. Work completed by third parties is not eligible for reimbursement or coverage.
• Promptly report any issues affecting equipment performance or operation.
• Maintain clean filters and proper airflow at all times. Damage caused by dirty or plugged filters is not covered and may void equipment warranties.
• Provide safe and reasonable access to covered equipment for service and maintenance
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General Terms

• Furnace Family will work with customers to address repair needs as they are identified, while reserving the right to determine the appropriate method, scope, and timing of all repairs and services.
• Coverage applies to single-family residential homes only.
• Essential Plan full-system maintenance must be completed in one scheduled visit, weather and site conditions permitting, unless otherwise determined necessary based on site conditions or operational requirements.
• Target response times may vary during peak seasons, severe weather, supply shortages or circumstances beyond our control.
  
  

  • No Heat calls: within 24 hours

  • No Cooling calls: within 72 hours
    
    
• Members receive priority scheduling whenever possible.
• Worry Free Plans include a maximum repair allowance of $1,500 per unit covered under the plan, per 12-month term. Repairs exceeding this allowance may require additional charges or system replacement at the customer’s expense.
• If repairs are deemed unsafe, impractical, or uneconomical due to equipment condition or obsolete parts, Furnace Family may recommend replacement as the only available option.
• Eligible members receive a 5% discount on replacement systems or A/C add-ons.

Furnace Family reserves the right to modify, suspend, or discontinue membership plans, including plan features, pricing, and terms, at its discretion at any time. Where changes materially impact active memberships, reasonable notice will be provided when feasible. In the event a plan is discontinued or significantly altered, any applicable prorated refunds will be issued based on the unused portion of the membership term. Refunds, where applicable, will be processed within 15 days of confirmation.

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Exclusions & Limitations

The following items and conditions are not covered unless otherwise stated:

• Compressors
• Evaporator coils
• Thermostats not covered under manufacturer warranty
• Heat exchangers
• UV lights
• Humidifier pads
• Filters and routine maintenance consumables
• Electrical wiring, breakers, disconnects, and external electrical components
• Manufacturer recall repairs
• Cosmetic defects
  • Damage resulting from:
  • Abuse or neglect
  • Improper operation
  • Unauthorized repairs or modifications
  • Theft or vandalism
  • Fire, flooding, storms, freezing, lightning, power surges, or other natural events

• Equipment not installed to applicable code requirements
• Pre-existing conditions identified during inspection

Eligible plans also include:

• 15% discount on filters
• 10% discount on additional parts and services not covered under this agreement

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Billing & Payment

• Customers agree to pay all fees associated with their selected membership plan.
• Memberships may be paid monthly or annually using approved payment methods, including Visa and MasterCard.
• Monthly payments are processed on the 15th of each month or the following business day.
• Returned or declined payments are subject to a $10 processing fee.
• Payments are non-refundable unless otherwise stated in writing.
• Unused services or maintenance visits do not carry over or qualify for reimbursement.
• Furnace Family may suspend or refuse service on overdue accounts until balances are paid in full.
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Coverage Period & Eligibility

Eligible equipment includes:

• Natural gas forced air furnaces

• Central air conditioning systems

• Heat pumps

• Tankless water heaters *not eligible for the Worry-Free Plan*

Additional terms:

• Worry Free Memberships require an inspection and verification that equipment is in acceptable working condition before activation.
• Equipment older than 20 years will be declined for coverage or renewal.
• Annual prepaid memberships become active immediately upon acceptance.
• Monthly memberships become active on the 15th of the month or the following business day.
• Memberships are for a 12‑month term, billed monthly or annually, and automatically renew unless cancelled 15 days before the renewal date.
• Early cancellation requests must be submitted in writing and require payment of the remaining balance owing for the full term.
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Privacy Policy

Furnace Family collects personal information solely for account management, scheduling, payment processing, and service-related operations.

Customer information will never be sold or shared with third parties except where required by law or necessary to provide services under this agreement.

We are committed to protecting your privacy and safeguarding your personal information.