Terms and Conditions

1. Introduction and Acceptance

These Terms and Conditions (“Terms”) govern your use of the TRALO Heating & Cooling
website (https://www.tralo.ca) and all services provided by TRALO Heating & Cooling, a trade
name of 12232278 Canada Corp (“the Company,” “we,” “us,” or “our”).

By accessing our website, requesting a quote, booking a service, or entering into a service
agreement with us, you acknowledge that you have read, understood, and agree to be bound by
these Terms. If you do not agree, you must discontinue use of our website and services
immediately.

These Terms apply to all visitors, customers, and users of our website and services, including
homeowners, property managers, and any authorized representatives acting on behalf of a
property owner.

2. Definitions

• “Customer” or “You”: the individual or entity requesting, purchasing, or receiving
  services from the Company.
• “Services”: all HVAC installation, repair, maintenance, consultation, and related
  services provided by the Company, including but not limited to heating, cooling, water
  heater, and indoor air quality solutions.
• "Quote” or “Estimate”: a written or digital proposal outlining the proposed scope of
  work, equipment, and pricing for a specific project.
• “Service Agreement”: the binding agreement formed when a Customer accepts a
  Quote and authorizes the Company to proceed with work, whether by written signature,
  electronic acceptance, or payment of a deposit.
• “Equipment”: all HVAC products, units, parts, and accessories supplied and/or installed
  by the Company.
• “Website”: the Company’s website located at https://www.tralo.ca, including all
  subdomains, portals, and associated digital tools.

3. Services

3.1 Scope of Work

The specific scope of work for each project will be outlined in the Quote or Service Agreement
provided to you. The Company will perform the services described therein using qualified
technicians and in accordance with applicable building codes, manufacturer specifications, and
industry standards.

Any work requested beyond the original scope constitutes a change order and may result in
additional charges. Change orders must be agreed upon in writing before additional work
begins.

3.2 Quotes and Estimates

Quotes provided by the Company are valid for thirty (30) days from the date of issue unless
otherwise stated. Pricing in a Quote is based on the information available at the time of
assessment. If site conditions differ materially from what was assessed (e.g., hidden structural
issues, code violations, asbestos, or mold), the Company reserves the right to revise the scope
and pricing before proceeding.

Quotes are estimates unless expressly stated as fixed-price in the Service Agreement. Final
pricing may vary based on actual labour, materials, and site conditions encountered during the
project.

3.3 Scheduling and Access

The Company will make reasonable efforts to schedule and complete services within the
timeframes communicated to you. However, scheduling is subject to availability, weather
conditions, equipment and supply chain timelines, and permitting requirements.

You agree to provide the Company and its technicians with safe, unobstructed access to the
work area, including the property, mechanical rooms, attics, basements, and any exterior
equipment locations. You are responsible for removing personal property from the immediate
work area prior to the scheduled service date.

3.4 Permits and Inspections

Where required by law, the Company will obtain the necessary permits for the work described in
the Service Agreement. Permit fees are included in the Quote unless otherwise noted. The
Customer agrees to cooperate with any inspections required by local authorities and to provide
access to the property for such inspections.

4. Pricing and Payment

4.1 Pricing

All prices quoted are in Canadian dollars and are exclusive of applicable taxes (HST/GST)
unless otherwise stated. The Company reserves the right to adjust pricing for services not yet
contracted due to changes in supplier costs, equipment availability, or other factors beyond our
control.

4.2 Deposits

A deposit may be required to confirm your service booking and reserve equipment. The deposit
amount will be specified in the Quote or Service Agreement. Deposits are applied toward the
total project cost. Deposit requirements and refundability are subject to the terms outlined in
Section 6 (Cancellation and Refunds).

4.3 Payment Terms

Unless otherwise agreed in writing, the balance of payment is due upon completion of the work
and prior to or at the time of final inspection. The Company accepts payment by credit card,
debit, e-transfer, cheque, or financing through our approved lending partners, where applicable.

4.4 Late Payment

Invoices not paid within thirty (30) days of the due date are subject to a late payment charge of
1.5% per month (18% per annum) on the outstanding balance, or the maximum rate permitted
by applicable law, whichever is less. The Company reserves the right to suspend or withhold
further services until all outstanding balances are settled.

4.5 Financing

Where the Company offers financing options through third-party lending partners, such
financing is subject to the terms and conditions of the applicable lender. The Company does not
act as a lender and is not responsible for financing decisions, interest rates, or terms imposed
by third-party providers.

5. Warranties

5.1 Manufacturer Warranties

Equipment installed by the Company is covered by the manufacturer’s warranty as specified by
the equipment manufacturer. Warranty terms, duration, and conditions vary by product and
manufacturer. The Company will assist you in registering applicable manufacturer warranties
and will support warranty claims where possible, but the Company is not the warrantor and is
not liable for manufacturer warranty decisions.

5.2 Workmanship Warranty

The Company provides a workmanship warranty on all installation and repair services
performed by our technicians. The duration and scope of the workmanship warranty will be
specified in your Service Agreement or Quote. This warranty covers defects in installation or
repair work attributable to the Company’s labour, provided the equipment has been maintained
in accordance with the manufacturer’s recommendations and has not been modified, tampered
with, or damaged by the Customer or a third party.

5.3 Warranty Exclusions

Warranties do not cover:

• Damage caused by misuse, neglect, unauthorized modification, or failure to maintain
  equipment per manufacturer guidelines.
• Damage caused by power surges, flooding, fire, or other events beyond the Company’s
  control.
• Normal wear and tear, including consumable parts such as filters and batteries.
• Work performed by technicians not authorized by the Company.
• Pre-existing conditions or deficiencies in the property’s electrical, plumbing, or structural
  systems that were not included in the original scope of work.

5.4 Disclaimer

Except for the express warranties stated in this section, the Company makes no other
warranties, express or implied, including any implied warranties of merchantability or fitness for
a particular purpose, to the maximum extent permitted by applicable law.

6. Cancellation and Refunds

Cancellation and refund terms are governed by our Refund Policy, available at
https://www.tralo.ca/policy/refunds. Key provisions include:

• Cancellations made before equipment has been ordered or work has commenced may
  be eligible for a full or partial deposit refund, less any administrative or assessment fees
  incurred.
• Cancellations made after equipment has been ordered are subject to restocking fees
  and any non-recoverable costs.
• Once installation or service work has commenced, cancellation is subject to payment for
  all work completed, materials used, and equipment delivered to that point.

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Please refer to the Refund Policy for complete details.

7. Customer Responsibilities

By engaging our services, you agree to:

• Provide accurate and complete information about the property, existing systems, and
  service requirements.
• Ensure safe, clear, and timely access to the work area for our technicians on scheduled
  dates.
• Remove or secure personal property, pets, and other obstructions from the work area
  prior to the scheduled service.
• Disclose any known hazards, including but not limited to asbestos, mold, structural
  deficiencies, pest infestations, or unsafe electrical conditions.
• Maintain all installed equipment in accordance with the manufacturer’s recommended
  maintenance schedule to preserve warranty coverage.
• Obtain any homeowner association or condominium board approvals required for the
  proposed work, where applicable.
• Be present or have an authorized representative available on-site during service
  delivery, unless otherwise arranged.

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The Company is not responsible for delays, additional costs, or warranty voidance resulting
from the Customer’s failure to meet these responsibilities.

8. Intellectual Property

All content on the TRALO website, including but not limited to text, graphics, logos, images,
videos, software, and design elements, is the property of the Company or its licensors and is
protected by Canadian and international copyright, trademark, and other intellectual property
laws.

You may not reproduce, distribute, modify, create derivative works from, publicly display, or
commercially exploit any content from our website without the prior written consent of the
Company. Limited, non-commercial use of website content for personal reference (such as
printing a quote or service description) is permitted.

9. Use of Website

You may use our website for lawful purposes only. You agree not to:

• Use the website in any way that violates applicable federal, provincial, or local laws or
  regulations.
• Attempt to gain unauthorized access to any portion of the website, its servers, or any
  systems connected to the website.
• Use automated tools, bots, or scrapers to extract content or data from the website
  without prior written consent.
• Transmit any material that is defamatory, obscene, fraudulent, or otherwise
  objectionable.
• Interfere with or disrupt the website’s functionality, security, or performance.

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The Company reserves the right to restrict or terminate access to the website at our discretion
for any user who violates these Terms.

10. Limitation of Liability

To the maximum extent permitted by applicable law:

• The Company’s total aggregate liability for any claims arising out of or related to these
  Terms or our services, whether in contract, tort (including negligence), strict liability, or
  otherwise, shall not exceed the total amount paid by the Customer to the Company
  under the specific Service Agreement giving rise to the claim.
• The Company shall not be liable for any indirect, incidental, special, consequential, or
  punitive damages, including but not limited to loss of profits, loss of data, business
  interruption, or property damage not directly caused by the Company’s work, even if the
  Company has been advised of the possibility of such damages.

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Nothing in these Terms excludes or limits the Company’s liability for death or personal injury
caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be
excluded or limited under applicable Ontario or Nova Scotia law.

11. Indemnification

You agree to indemnify, defend, and hold harmless the Company, its officers, directors,
employees, agents, and contractors from and against any claims, liabilities, damages, losses,
and expenses (including reasonable legal fees) arising out of or relating to:

• Your use of our website in violation of these Terms.
• Any inaccurate or incomplete information provided by you in connection with the
  services.
• Your breach of any representation, warranty, or obligation under these Terms or a
  Service Agreement.
• Any unauthorized modification, maintenance, or repair of installed equipment by you or a
  third party.

12. Force Majeure

The Company shall not be liable for any delay or failure to perform its obligations under these
Terms or any Service Agreement where such delay or failure results from circumstances
beyond our reasonable control, including but not limited to:

• Natural disasters, severe weather events, pandemics, or public health emergencies.
• Equipment or material shortages, supply chain disruptions, or supplier failures.
• Government actions, regulatory changes, building permit delays, or inspection
  scheduling delays.
• Labour disputes, strikes, or workforce shortages.
• Power outages, telecommunications failures, or cyberattacks.

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In the event of a force majeure, the Company will notify you as soon as reasonably practicable
and will resume performance once the cause has been resolved. If a force majeure event
continues for more than ninety (90) days, either party may terminate the affected Service
Agreement upon written notice, and the Customer will be entitled to a refund for any services
not yet performed, less costs already incurred.

13. Dispute Resolution

In the event of any dispute arising out of or relating to these Terms or the services provided by
the Company, the parties agree to first attempt to resolve the dispute through good faith
negotiation.

If the dispute cannot be resolved through negotiation within thirty (30) days, either party may
refer the matter to mediation administered by a mutually agreed-upon mediator in Ottawa,
Ontario. The costs of mediation shall be shared equally by the parties.

If mediation does not resolve the dispute within sixty (60) days of referral, either party may
pursue the matter through the courts of competent jurisdiction in the Province of Ontario.
Nothing in this section prevents either party from seeking injunctive or other equitable relief
where necessary to protect their rights.

14. Privacy

Your use of our website and services is also governed by our Privacy Policy, available at
https://www.tralo.ca/policy/privacy. By using our website or engaging our services, you consent
to the collection, use, and disclosure of your personal information as described in the Privacy
Policy.

15. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Province
of Ontario and the federal laws of Canada applicable therein. You irrevocably submit to the
exclusive jurisdiction of the courts of the Province of Ontario for any disputes arising under or in
connection with these Terms, subject to the dispute resolution process described in Section 13.

16. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of
competent jurisdiction, that provision shall be modified to the minimum extent necessary to
make it enforceable, or if modification is not possible, it shall be severed from these Terms. The
remaining provisions shall continue in full force and effect.

17. Entire Agreement

These Terms, together with our Privacy Policy, Refund Policy, Cookie Policy, and any
applicable Service Agreement, constitute the entire agreement between you and the Company
regarding the subject matter herein. In the event of a conflict between these Terms and a signed
Service Agreement, the Service Agreement shall prevail to the extent of the conflict.

18. Amendments

The Company reserves the right to modify these Terms at any time. When material changes are
made, we will update the “Last Updated” date at the top of this page and, where practical, notify
you through our website or by email.
Your continued use of our website or services after any amendments constitutes your
acceptance of the updated Terms. We encourage you to review these Terms periodically.

19. Contact Information

If you have any questions, concerns, or disputes regarding these Terms, please contact us:

• Email: contact@tralo.ca
• Phone: 1-800-843-1578
• Mail: TRALO Heating & Cooling, 105-6 Bexley Place, Nepean, ON K2H 8W2