Denoco Energy Endurance Plans

Emergencies, after-hours & overtime

Members should know what counts as a true emergency, when overtime charges do not apply, and how we schedule urgent calls. Your signed agreement is the final word; this section is a plain-language summary.

When we treat a call as an emergency

We classify a request as an emergency when loss of heating, cooling, or hot water creates an immediate safety risk or is actively damaging property, and it fits one of the situations below.

Heating

• No heat while outdoor temperature is −5°C or colder.
• Gas odour or suspected combustion hazard — shut the equipment down and contact your gas utility first, then us.
• Loss of heat in an occupied home with real risk of frozen pipes.

Cooling

• No cooling and indoor temperature is 30°C or higher, or someone in the home is especially vulnerable (infant, elderly, or medical need). We may ask a short screening question when you book.

Plumbing & water (if plumbing is on your plan)

• Active leak that is causing or about to cause structural or finish damage.
• Main-line sewage backup.

After-hours plumbing emergencies are billed at after-hours rates unless you are a Peace member and the call qualifies under our emergency definition.

What we do not classify as an emergency

• Scheduled tune-ups, routine maintenance, or odd noises with no equipment failure.
• Comfort complaints (uneven rooms, airflow tweaks) when the system is still running safely.
• Anything that can wait until the next business day without safety or damage risk.

No overtime on qualified emergencies

For active members, we waive overtime charges on calls that meet our emergency definition. Diagnostic fees, repairs, and parts still apply at normal member terms — and if you carry optional Denoco Protection, covered items follow that agreement. If a visit is after hours but does not qualify as an emergency, we are still happy to come out; standard after-hours rates apply.

How fast we can get there

Emergencies move to the front of the line. We quote priority scheduling and the next available emergency technician — we do not promise a fixed arrival time. When conditions allow, we aim for same-day or next-day service; weather, crew load, and parts can change that, and we will stay in touch if the situation shifts.

Not included (unless your package or contract says it is)

The comparison table above is your “included” list. The items below are the most common surprises — we call them out here so expectations stay clean. If an item is explicitly included in your package or a written addendum, that document controls.

• Problems that existed before you enrolled or that we flag on the first inspection.
• Code, permit, or upgrade work that goes beyond restoring the system you already have (for example, replacing venting because a new appliance requires it).
• Jobs that need unusual access or labour — unsafe crawlspaces, hoarding, locked mechanical rooms, steep attic work, and similar conditions.
• Rust, dents, or paint issues that do not change how the equipment runs.
• Damage from power surges, pests, flooding, misuse, DIY wiring, wrong filters, or other customer-side causes.
• Factory defects and recalls (handled with the manufacturer unless we agree in writing to assist).
• Everyday consumables: filters, belts, batteries, humidifier pads, UV lamps, RO cartridges, softener salt, and similar — unless a rider says otherwise.
• Refrigerant is always billed separately; we may cover the diagnostic portion where the plan allows, and members still receive fair pricing on the refrigerant itself.
• Large-ticket components — compressors, heat exchangers, coils, refrigerant line sets, full control boards, and ECM motors — unless your Protection tier prices them in or applies a stated cap.
• Full equipment replacement or discretionary upgrades.
• Duct cleaning, duct sealing programs, insulation work, major airflow redesigns, and main sewer clearing beyond a basic condensate drain flush included with a visit.
• Panel upgrades, trenching, concrete cutting, and other sitework outside normal service.
• Brands or products Denoco does not service or support.

For packages that include Protection, coverage caps, eligible parts, and eligibility conditions (payments current, maintenance completed, equipment serviceable) are defined in your Protection agreement.

Maintenance visit windows & cancellations

Seasonal tune-ups keep your plan valid and your equipment honest. We batch heating and cooling routes so crews spend more time on your system and less time driving.

• Heating tune-ups usually run September through November. A few routes may shift into early December — your welcome packet lists the exact window.
• Cooling tune-ups usually run March through June.
• Need to move a visit? Please give us 24–48 hours’ notice so we can offer the slot to another member.
• Missed appointments or same-day cancellations may carry a fee or forfeit that season’s included visit unless you rebook within 30 days. Your membership agreement has the exact policy.