VIP Protection Plan Terms & Conditions

1. Your Membership

Welcome to the VIP Protection Plan (“Plan”) from Climate Heroes Air Conditioning (“Climate Heroes,” “we,” “us”). These Terms & Conditions (“Terms”) explain how the Plan works. By enrolling, paying a Plan fee, or using a Plan benefit, you (“Member,” “you”) agree to them.

The Plan is a preventive maintenance and discount program designed to keep your system running well and save you money on service. It is not a warranty, insurance policy, or service contract, and it does not pay for repairs, parts, or replacement.

What’s covered. The Plan covers every residential heating and cooling system at the home address on your enrollment (the “Service Address”), with no per-system charge. Eligible equipment includes ductless mini-split systems, outdoor condensing equipment (condenser and condenser fan), and indoor units (evaporator coil, air handler, furnace, and blower wheel). Each system should be listed on your enrollment, and please tell us about any system added later so we can list and inspect it.

If equipment is not safe, operable, accessible, and code-compliant when you join, the technician will quote options to bring it to code and safe condition so it can be fully serviced under the Plan. If you decline that work, you accept the risk of operating the equipment as-is, and Climate Heroes is not responsible for property damage or personal injury that results from the unrepaired condition. Your first Tune-Up doubles as an initial inspection, and anything found is noted and quoted separately. Commercial properties are not eligible unless agreed in writing.

Term. Your membership starts when we accept your enrollment and payment and continues month to month until you cancel. Each 12 months of membership is a “Plan Year,” which is how we count Tune-Ups and the equipment discount cap.

Fees and billing.

• The Plan is $14.99 per month per home.
• Monthly fees are billed automatically to the card or bank account you provide, and you authorize us to charge it each month until you cancel. Memberships that start on the 1st through the 15th are billed on the 5th of each month; memberships that start on the 16th or later are billed on the 20th.
• If a payment fails, we will retry and let you know. Membership is paused after 15 days of non-payment and cancelled after 30 days unless the account is brought back into good standing. No service will be provided until the account is brought back to good standing.

New installations. A new system installed by Climate Heroes includes one year of VIP membership at no charge, starting on the installation date. That complimentary year does not renew on its own; to keep the benefits, simply enroll at the then-current rate when it ends.

Honor program. Active-duty military, veterans, and first responders receive the Plan at no charge with valid proof of status at enrollment. All other Terms apply.

2. Your Benefits

As an active Member in good standing, you receive the following for every covered system at the Service Address:

• Two Tune-Ups per Plan Year. One cooling-season visit and one heating-season visit on each covered system, scheduled by our office or at your request.
• Priority scheduling. You are first in line for urgent service calls, ahead of non-member requests in our dispatch queue. Priority scheduling is not a guarantee of same-day service.
• No diagnostic fee. The standard $79 diagnostic fee is waived on service calls for covered systems.
• No dispatch fee. No charge to send a technician to the Service Address. We do not offer after-hours service; all visits take place during regular business hours, Monday through Friday.
• 15% off repairs. 15% off our standard pricing on parts, labor, and refrigerant for eligible repairs to covered systems. The discount does not apply to equipment replacement, indoor-air-quality products, duct work, permits, or third-party charges.
• 5% off equipment. 5% off the installed price of a replacement system or major component installed by Climate Heroes, up to $500 per Plan Year, applied on the invoice at the time of sale.
• Filter changes. We supply and install a standard 1-inch pleated filter at each Tune-Up. Larger filters, including 4-inch and 5-inch media filters and other specialty filters, are not included in the Plan and are priced separately at the time of service.
• Friends & family. People you refer receive a free diagnostic visit at their home within our service area when they mention your name at booking. The free diagnostic does not include repairs or other Plan benefits.

What a Tune-Up includes. A Tune-Up is a multi-point inspection and light cleaning performed by a Climate Heroes technician. It includes inspecting and cleaning accessible outdoor coils, checking refrigerant levels, tightening electrical connections, testing capacitors and contactors, testing the condensate drain, checking thermostat operation, measuring temperature differential, and replacing a standard 1-inch filter. The technician will report any problems found and quote repairs separately at the Member discount. Extensive cleanings or repairs are quoted separately by the technician on-site.

How the benefits apply. Benefits apply while the Plan is active and paid, at the Service Address, to covered systems. Plan discounts cannot be combined with coupons, promotional offers, or manufacturer rebates unless the offer says so.

3. Scheduling Your Tune-Ups

Two seasonal Tune-Ups are included in each Plan Year: one during the cooling season and one during the heating season. Our office will reach out by phone and text to set each appointment, and you are welcome to contact us first to request your Tune-Up at any point during that season. A visit is booked once you respond and agree to a date.

• Urgent calls come first. If urgent or emergency service calls require our technicians, we may need to move your Tune-Up appointment. We will offer the next available date.
• We need to hear from you. Scheduling a Tune-Up requires your response. If we cannot reach you, you do not respond to our calls and texts, or you decline the appointments offered during a season, that Tune-Up expires at the end of the season and counts as used; it does not roll over or entitle you to an extra Tune-Up. The same applies if no one answers the door when the technician arrives. If you need to reschedule, we request you provide us at least 24 hours’ notice.
• Access. An adult 18 or older must be present, and equipment must be reasonably accessible and safe to service, with a safe, clear path to attic, crawl-space, and outdoor units.

4. What the Plan Does Not Include

The Plan does not include:

• Repairs, parts, refrigerant, and labor beyond the Tune-Up itself, including drain lines, which are quoted and billed separately at the Member discount.
• Equipment replacement, duct repair or replacement, duct cleaning, indoor-air-quality products, thermostats, and zoning systems.
• Problems caused by neglect, misuse, vandalism, pests, power surges, lightning, flood, fire, freezing, or other acts of nature.
• Problems caused by work performed by anyone other than Climate Heroes, by equipment improperly installed before enrollment, or by conditions noted at the initial inspection.
• Code upgrades, permits, inspections, and work required by a utility, insurer, or government authority.
• Consumables other than the standard 1-inch filter, such as humidifier pads and UV bulbs.
• Service at any address other than the Service Address.

A few things we ask of you. Keep your contact information and payment method current. Change or clean filters between Tune-Ups as recommended, and operate equipment according to the manufacturer’s instructions. Let us know promptly if a covered system is replaced, removed, or sold, or if you move.

5. Cancellation, Changes, and Other Terms

Cancelling. You may cancel at any time by calling (678) 888-1234 or emailing contact@callclimateheroes.com. Cancellation takes effect at the end of the current billing period, and no further charges are made.

• No refunds for unused services. Fees already paid are not refunded or prorated, and benefits continue through the end of the paid period. Plan fees and benefits have no cash value and cannot be used as credit toward other services. If you cancel before your first or second Tune-Up, the membership simply ends, and no refund is owed for visits or services not yet performed, in whole or in part.
• Cancellation by Climate Heroes. We may cancel the Plan for non-payment, unsafe or inaccessible equipment, abuse of Plan benefits, or if we stop serving your area. If we cancel a monthly plan for any reason other than non-payment, we refund the unused portion of the fee.
• Selling your home. The Plan stays with the covered systems. The remaining term may be transferred to the new owner at no charge if either party notifies us in writing within 30 days of closing and the new owner agrees to these Terms.
• Moving. The Plan cannot be moved to a different address. If you move within our service area, you may enroll your new home’s equipment under a new Plan after an initial inspection.

Our workmanship and warranties. We perform all Plan services in a professional, workmanlike manner using trained technicians. Workmanship on a Tune-Up is warranted for 30 days from the visit; repairs and installations carry the warranty stated on that invoice. Except as stated here, the Plan comes with no other warranty, express or implied, including any implied warranty of merchantability or fitness for a particular purpose. A Tune-Up reduces the likelihood of breakdowns but does not prevent them, and we do not guarantee the performance, efficiency, or lifespan of any equipment. The Plan does not replace or extend any manufacturer’s warranty, though your Tune-Up records can serve as the proof of maintenance many manufacturers require.

Limitation of liability. To the fullest extent permitted by Georgia law, our total liability for any claim arising from the Plan is limited to the Plan fee paid for the month in which the claim arose. We are not liable for indirect, incidental, or consequential damages such as loss of use, spoiled goods, lost income, or hotel costs. This limit does not apply to personal injury or damage to your property caused by our negligence; we remain fully responsible for those, except as described in Section 1 for unsafe or non-code conditions you chose not to repair.

Changes to the Plan. We may update Plan benefits, fees, or these Terms with at least 30 days’ notice by email, text, or mail. Changes take effect at your next renewal or billing date unless they add a benefit or are required by law. The current Terms are always posted at callclimateheroes.com/protection-plan. Continuing the Plan after a change means you accept it, and you may cancel at any time if you do not.

Staying in touch. By providing your phone number and email, you agree that we may contact you about your Plan, appointments, reminders, and account by phone, text, and email, including automated messages. Message and data rates may apply. Reply STOP to any text to opt out of texts; you will still receive notices needed to administer the Plan.

The legal basics. These Terms are governed by Georgia law, and any dispute will be settled through mediation. These Terms, your enrollment form, and any Plan invoice make up the entire agreement and replace earlier statements, flyers, or advertisements. If any part is found unenforceable, the rest remains in effect, and if we do not enforce a provision on one occasion we may still enforce it later. You may transfer the Plan only as described above; we may assign these Terms to a successor that acquires our business. We are not responsible for delays caused by events beyond our reasonable control, such as severe weather, supply shortages, labor disputes, or government orders.

Questions?

By enrolling in the VIP Protection Plan, you confirm that you have read, understood, and agree to these Terms & Conditions. Effective date: 2026.