Contractor Terms

Agreeing to these terms

These terms apply to every installation company ("you") that applies to or uses the Heat Pump Toronto contractor portal, and to everyone on your team who signs in. They add to our Terms of Use and Privacy Policy; where they differ, these terms govern your use of the portal. The person who accepts them confirms they are authorized to bind the company.

Joining and staying verified

You can receive requests only after we approve your application, and only while your documents stay current. You confirm that you:

• Are a business entitled to work in Ontario, and give us accurate company information
• Hold the licences and certificates the law requires for the work you do — for example TSSA certification for gas work, an ESA licence for electrical work, and ozone depletion prevention training for refrigerant handling — and use people who hold them
• Carry commercial general liability insurance and, where required, WSIB coverage
• Will update your documents before they expire, and tell us within 5 business days if a licence or policy is suspended, cancelled or lapses

Verification means we checked the documents you gave us. It is not a guarantee of your work, and you remain responsible for complying with the law.

Homeowner requests

• We send you requests that match your approved service areas and services. We don’t promise any number or kind of requests.
• You first see the project without the homeowner’s name or contact details. Accept or decline within the time shown in the portal; requests that aren’t answered in time may go to another installer.
• Once you accept, you receive the homeowner’s contact details. Contact them promptly in the way and at the times they asked for, and keep the portal status up to date (contacted, visit booked, quote sent, won or lost).
• Several installers may receive the same request. The homeowner decides whom to hire.

Working with homeowners

You are an independent business, not our employee, agent or partner. Any agreement for work is between you and the homeowner; we are not a party to it. You agree to:

• Follow Ontario’s Consumer Protection Act, 2002, including its rules for written agreements, cancellation (cooling-off) periods and the restrictions on in-home sales of heating and cooling equipment
• Get the permits and inspections the work requires, and install equipment to the Ontario Building Code, the applicable codes and the manufacturer’s instructions
• Honour the warranties you offer, and pass on the manufacturer’s warranty information
• Book site visits at one of the times the homeowner chose, keep the appointment, and give notice as early as possible if you have to change it
• Treat homeowners with respect and without discrimination, as the Ontario Human Rights Code requires, and never use pressure or misleading sales tactics

Quotes and rebates

• Quotes you send through the portal must be accurate, itemized and honour the price you state for the period you state.
• Show any rebate separately. Never subtract it from your price: the homeowner pays you the full price, and the program mails the rebate to the homeowner as a cheque after installation.
• Don’t promise that a homeowner qualifies for a rebate or for a particular amount. The program decides.
• Don’t raise your price because a rebate is available.
• Give the homeowner, or us when the homeowner asks us to handle the application, accurate invoices, equipment details and other documents the program needs, without delay.

Fees

• Fees can include, for example, a fee for each request you receive or accept, a monthly or yearly membership, or a share of the value of work you win through us.
• Which fees apply to you, how much they are and when they are due are set out in a fee schedule or written agreement we give you.
• We’ll give you at least 30 days’ notice before a new fee or a higher fee applies. If you don’t accept it, you can stop receiving requests or close your account before it takes effect.
• Fees are in Canadian dollars, plus HST, and are due by the date on the invoice. Unless the fee schedule says otherwise, a fee for a request you accepted isn’t refunded because the homeowner hires someone else.
• If fees are overdue, we may pause new requests until they are paid.
• Until we give you a fee schedule, applying and receiving requests is free.

Homeowner information

Homeowners share their details with you to get a quote for their project. Once you receive them, you are responsible for them under Canada’s privacy law (PIPEDA). You agree to:

• Use homeowner information only for that homeowner’s project, and never sell it or pass it on to anyone else
• Send marketing messages only with the homeowner’s consent, as Canada’s anti-spam legislation (CASL) requires
• Protect it with reasonable safeguards, and keep it only as long as you need it for the project and your legal records
• Tell us without delay if homeowner information you received through us is lost, stolen or accessed without permission

Your account and team

Each person on your team signs in with their own account; don’t share passwords. You are responsible for everything done under your company’s accounts. Remove people from your team in the portal as soon as they leave, and tell us right away if you think an account has been misused.

What you must not do

• Say or suggest that you are Heat Pump Toronto, or that you work for or are approved by Enbridge Gas, Save on Energy, the Government of Ontario or Natural Resources Canada unless that is true
• Write, buy or ask for fake reviews, or offer homeowners anything in exchange for a review
• Create false requests, quotes or project updates, or misuse the portal or its data
• Copy or collect information from the portal with automated tools

Your company listing

You allow us to show your company name, logo, service areas, verification status and the quotes you send to the homeowners we match you with, and to use your company name in describing our installer network. You confirm you have the right to the names, logos and photos you give us.

Quality, suspension and ending

We track response times and outcomes and look into homeowner complaints. We may pause requests, reduce your service areas, or suspend or remove your account if your documents lapse, you break these terms or the law, or complaints show a pattern of poor service. Except when homeowners or the public need protecting right away, we’ll tell you why and give you a chance to respond first.

You can stop receiving requests or close your account at any time. Your duties for projects you already accepted, for homeowner information and under the next section continue after the account closes.

Responsibility and limits

You are responsible for your work, your products, your staff and subcontractors, and your dealings with homeowners. You will cover Heat Pump Toronto’s losses and reasonable legal costs from claims that arise from your work, from your breaking these terms, or from your breaking the law.

The portal is provided as is. To the extent the law allows, we are not responsible for indirect losses or lost profits, and our total liability to you is limited to the fees you paid us in the 12 months before the claim.

Changes and governing law

We may change these terms. We’ll post the change here with a new date and e-mail your company’s account owner at least 30 days before an important change takes effect; if you keep using the portal after that, you accept it. These terms are governed by the laws of Ontario and the federal laws of Canada that apply there, and disputes go to the courts of Ontario in Toronto.

Questions about these terms: info@heatpumptoronto.com