Terms and conditions


  1. This Service Plan Agreement (this “Agreement”) sets forth the terms and conditions under which we will

provide you the services described below. Please read these Terms and Conditions carefully. Coverage

may be limited and certain exclusions apply.


“Plan” means either the Essential HomeCare, or Essential HomeCarePLUS as applicable.

“You” and “your” means the resident or owner of the Eligible Facility covered by the Plan.

“We”, “us” and “our” means Direct Energy US Home Services, Inc.

“Agreement” means the agreement made up of these Terms and Conditions and the Enrollment

Form executed by you.

“Authorized Repair Technician” means the repair person we dispatch in response to your call.

“Eligible Facility” means a single family residence or small business operating with a five ton

heating or air conditioning unit or smaller, located within our service area. If the Eligible Facility is a

house, townhouse, condominium, apartment unit, modular home or a manufactured home, it must be

anchored to a permanent foundation and not moved for the duration of the Plan and applies only to the

Equipment and systems serving the individual unit, not the common areas or shared systems in multiple

unit dwellings.

“Effective Date” means the date stipulated on the Essential HomeCare Enrollment Form.


The Plan covers the cost for the specific diagnosis and repair work itemized herein to repair

Equipment rendered inoperable due to a mechanical failure caused by routine wear and tear subject

to the applicable limitations and exclusions (the “Services”). The decisions to repair or replace a part

will be made by us, in our reasonable discretion. The Plan does not provide any Service other than as

specified herein.


The Equipment eligible for coverage under the Plan are natural gas or electric furnaces, air

handlers, heat pumps, electric powered central air conditioners, package units, and mini-split systems

(“Equipment”). The Equipment must be located in Eligible Facilities and:

    • located within the confines of the permanent foundation of the Eligible Facility
    • properly installed and in proper working order on the Effective Date
    • safely and easily accessible for diagnosis and repair by the Authorized Repair Technician, and
    • located in a safe environment for the Authorized Repair Technician.

The term of this Agreement shall commence on the Effective Date and continue for one year (the

“Initial Term”). After the Initial Term, this Agreement will automatically renew in additional one-year

increments unless terminated in writing no later then 10 days after your anniversary date to the address

set forth in “How to Contact Us” or as otherwise provided in this Agreement. Customers residing in

states that do not allow automatic renewal of Services shall receive a written renewal notice.


We will provide you written notification of any material changes to this Agreement 45 days in

advance of the implementation of said changes. Notice will not be provided to you when changes are

favorable to you or when changes are mandated by a regulatory agency. After notice of a material

change, you may terminate this Agreement by providing written notice within the 45-day period prior

to the effective date of the change. If you do not respond prior to the expiration of the 45-day period,

the change will be deemed accepted by you. If we discontinue the Plan, our liability will be limited to

completing any repairs or parts replacements underway at the time the Plan is discontinued.


You agree to make payment either monthly or annually, plus any applicable taxes, as stated on the

Enrollment Form. This Agreement provides for the Electronic Fund Transfer for the purpose of making

your monthly payment. If you select annual payments, payment will be drafted from a preauthorized

credit card on your anniversary date each year. Monthly payments will be drafted from a preauthorized

credit card on the day which you enrolled in each following month. You will not receive a monthly or

annual bill. If you fail to make a payment when due for any reason we may terminate your Plan as set

forth below. If your payments are not current, we may refuse to provide service under the Plan. Except

as otherwise specifically stated in this Agreement, your payments are non-refundable.


By Us:

We may at any time immediately terminate the Plan for non-payment, fraud or material

misrepresentation without prior written notice. We may terminate the Plan any time by providing you

with 30 days written notice.

By You:

In addition to your rights of termination provided in Section 4, you may terminate this Agreement by

providing us with 30 days prior written notice to the address set forth in “How To Contact Us” and you

shall be obligated to pay us an early termination charge of $150.00. You agree that the early termination

charge is not a penalty but a reasonable estimate of the damages to us.


You may cancel this Agreement without payment or liability as provided in more detail on the

Enrollment Form. You may also cancel this Agreement without further liability if you move outside of our

service area. You agree to provide us with a minimum of 15 days advance written notice of your move



Replacement of the complete heating or cooling unit is not covered by the Plan. We will attempt to

obtain a replacement part or an appropriate substitute as quickly as reasonably possible to repair your

Equipment. Expedited shipping of parts is available upon your request and at your sole expense. You

understand that limited availability of certain parts may result in delays from time to time.

If we cannot repair the Equipment because a part is obsolete, no longer available or we cannot

obtain it at a commercially reasonable cost, we will not be liable to make the replacement and you

may terminate the Agreement with no further obligation. If we have not provided Services to you in

the existing one year term, we will refund the payments you have made during that one year period. If

we have provided you service you will receive no refund and may terminate with no further obligation.

At your request, we will provide a quote for the replacement and installation of new equipment at a

discounted rate. If you purchase new Equipment from us, we will modify your Plan to exclude Service

for the new equipment and advise you of your new lower monthly rate.


Problems cannot always be diagnosed and repaired on the first service visit. We are not liable for

losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs. If the Plan

has been cancelled or terminated, our obligation will continue, with respect to labor and defective parts,

for 90 days after the date of the original repair. WE ARE NOT LIABLE FOR INDIRECT, CONSEQUENTIAL




All parts removed in connection with the Services become our property, and you agree to assign to

us any assignable warranties available from any manufacturer or supplier of such removed part.


We collect and use personal information about you in order to establish and manage our business

relationship with you. We share such information about you with our Authorized Repair Technicians in

order to provide service under your Plan. You give us your consent to disclose information about you for

the following purposes:

    • Billing and/or supplying services to you under the Agreement;
    • Law enforcement;
    • Complying with a legal requirement; and
    • Processing of past due accounts of yours which have been passed to a debt collection agency.

In order to maintain privacy of account and other proprietary customer information, we may request

you provide us with certain information to verify your identity. You, your spouse and any authorized

representative you may designate on the account will be required to provide such verification information

before we will release any information related to your account or make any changes to the account.

Unless you tell us otherwise, you also give us your consent to use and disclose your personal information

to make you aware of our other products and services that may be of interest to you.


Following a thorough diagnosis, the Authorized Repair Technician shall make the determination

whether the Service is covered by the Plan. The Plan covers all parts within the heating and cooling unit

casing as well as the thermostat, filter drier and txv valve, subject to the exclusions set forth herein.

    • Compressor, Condenser Coil & Evaporator Coil — The Plan covers parts and labor only if currently

covered under the original equipment manufacturer’s (OEM) warranty.

    • Heat Exchanger — The Plan covers parts and labor only if currently covered by the OEM warranty and

is less than 12 years old

    • Thermostat — We will replace with a make/model of our choice similar to your existing thermostat



Equipment with existing design faults or that has been abused, tampered with or

damaged due to freezing weather conditions, subsidence, fire, lightning, explosion, earthquake, flood,

storm, acts of war or other insurable risks or accidental or deliberate damage from vandalism or theft is

not covered under the Plan. The Plan does not cover boilers, conversion burners and equipment using conversion burners, ductless wall units, equipment sized over 5 tons, geothermal units, high velocity

units, natural gas powered air conditioners, oil or steam units and water cooled units. No Services will

be provided if the Authorized Repair Technician is prevented from entering a Eligible Facility due to

the presence of animals, insects, unsafe conditions, or if the Equipment is not easily accessible, or is

located outside of the permanent foundation of the Eligible Facility (except for heat pumps & central air

conditioning units).

Equipment parts not covered under the Plan include, but may not be limited to:

    • Air and Fuel filters
    • Back flow check valves
    • Batteries
    • Condensate pumps
    • Dehumidifiers
    • Disconnects
    • Drainlines
    • Ductwork and Grills
    • Energy Recovery Ventilation
    • External metal or plastic venting and all associated parts
    • External drain tubing and all associated parts
    • External line/low voltage wiring
    • Firebox/combustion chamber
    • Flushing the heat exchanger
    • Fuses and Circuit Breakers
    • Heat Recovery Units
    • Heat Recovery Ventilation
    • Humidifiers
    • Humidistat
    • Low and high water cut-off valves
    • Nitrogen isolation tests to locate a refrigerant leak
    • Surge Protection Devices
    • UV sterilization systems
    • Zone thermostats/controls and energy management controls
    • Zoning and air cleaners, and any parts added on to your Equipment to accommodate ancillary


The Plan will not cover:

    • Equipment or components not specifically listed in this Agreement;
    • The cost for diagnosis or labor if the system problem is due to an improper thermostat setting; an

extinguished pilot light; blown fuse; or if the Equipment has been turned off.

    • Loss or damage to your personal property caused by an Equipment failure, or the failure of any

electrical, plumbing or drain system (e.g., damage to furniture caused by water leaks);

    • Condenser coil damage due to external sources;
    • Service to Equipment caused by the inadequacy or lack of capacity of the system, improper installation,

a defect that was previously repaired, the design, or any modification made to the system unless

performed by us under this Agreement;

    • We previously advised you to perform repairs to ensure your Equipment is in good working order;
    • Electronic, computerized or energy management systems or devices, such as “Smart House”;
    • Service necessitated by any loss or damage resulting from any cause other than normal usage;
    • Damage to the Equipment due to chemical or sedimentary build-up, misuse or abuse, unauthorized

repair by others, failure to clean or maintain the Equipment, rust, corrosion, insect infestation, mold,

mildew or bacterial manifestations, missing parts,

structural change, fire, freezing, electrical failure or surge, water damage, lightning, mud, earthquake,

soil movement, windstorms, hail, theft, negligence, intentional acts, riot, accidents, pet or pest damage,

acts of God, or failure due to excessive water pressure or any other perils are not considered loss or

damage by normal use;

    • Upgrades or the cost of construction, carpentry, or other modifications necessary to access existing

Equipment or install new Equipment;

    • The replacement or restoration of wall coverings, drywall, plaster, wallpaper, paint, floor coverings, tile,

cabinetry, counter tops, landscaping or other similar items in the home or the repair of any structural or

cosmetic defects as a result of the Services;

    • Preventative maintenance, unless covered by the Essential HomeCare300 Plan; and
    • Consumable items, including but not limited to filters and fuses.

All service work under the Plan, including parts and labor must be provided by an Authorized Repair

Technician. We will not reimburse you for service performed by someone other than us or one of our

Authorized Repair Technicians.

    1. Annual or Preventative Maintenance

All Essential HomeCare200 plan members can upgrade to the Essential HomeCare300 plan which

includes an annual preventative maintenance check of your heating and cooling units and a safety test

for carbon monoxide (if applicable). All plan members can upgrade to the Essential HomeCare400 plan

and receive semi-annual maintenance checks and safety inspections. We will contact you when it is

time to schedule your maintenance and safety inspection, but it is your responsibility to schedule the

appointment. Inspections must be scheduled during the existing one year term. Unused inspections will

be lost upon the expiration of this Agreement.


If current building or other code violations are discovered by the Authorized Repair Technician

before or during the performance of the Services, we shall stop work until you complete the necessary

corrective work at your sole expense. If a permit is required to perform the Services, the cost of such

permit will be charged to you. We will not perform the Services if the appropriate permits cannot be



The Services do not include the identification, detection, abatement, encapsulation or removal

of asbestos, radon gas, mold or products or material containing asbestos, radon gas, mold or other

hazardous substances. If any hazardous materials are encountered in the course of performing the

Services, the Authorized Repair Technician has no obligation to continue the work until such products

or materials are abated, encapsulated or removed, or it is determined that no hazard exists (as the case

may require). We shall have no obligation to arrange for and will have no liability for the removal of,

failure to detect or contamination as a result of its failure to detect any asbestos, radon gas, mold or

other hazardous products or materials.

    2. This Agreement shall be governed by and construed and enforced in accordance with the laws of

the State of Texas without regard to the conflict of laws provisions thereof.

    1. If a dispute arises out of this Agreement and cannot be settled through negotiations, the parties

agree to try in good faith to settle the dispute by mediation before resorting to litigation. The fees for the

mediation will be borne equally by the parties.

    1. These Terms and Conditions, together with the signed Enrollment Form, make up the entire

agreement between you and us. There are no other written or verbal representations, rights, obligations

or inducements (including those of sales agents) that are binding on us.

    1. Disputes or complaints about the Services provided by us or this Agreement should be directed

to 1-888-419-6181.

    1. We may assign this Agreement, in whole or part, or any of our rights and obligations hereunder, or

pledge the Agreement or proceeds thereunder as security for any obligation, without your consent, to the

fullest extent allowed by law. Upon such assignment, you agree that we shall have no further obligation

under this Agreement. This Agreement is not assignable by you without our prior written consent.

    1. Any action we take or fail to take does not mean that we give up any of our rights under this


    1. We will make commercially reasonable efforts to fulfill our obligations under this Agreement.

Certain causes and events that are out of our reasonable control (“Force Majeure Event(s)”) may result

in our inability to perform under this Agreement. If we are unable to perform our obligations, in whole

or in part, due to a Force Majeure Event, then our obligations shall be suspended to the extent made

necessary by such Force Majeure Event, and in no event shall we be liable to you for damages caused

by any Force Majeure Event. Force Majeure Events include, but are not limited to, acts of God, fire,

war, flood, earthquake, acts of terrorism, acts of any governmental authority, accidents, strikes, labor

troubles, shortages in supply, changes in laws, rules, or regulations of any governmental authority, or

any other cause beyond our reasonable control.

    1. If you smell gas or suspect there is a gas leak, leave the premises immediately and call your gas

company from outside.


By phone: toll free 1-888-419-6181

By email: midwest.regional@resservicse.com

By mail: Direct Energy – US Home Services 5150 Elmwood Ave, Indianapolis, IN 46203 Attn: HomeCare

Administrator. Our website: www.airtronhouston.com, www.airtrondallas.com, www.airtronsa.com,


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