Your Consumer Rights

1. Ontario's Door-to-Door Sales Ban (Since March 1, 2018)

Under the Consumer Protection Act, 2002, it is illegal for any company to enter into an unsolicited home contract for:

• Air conditioners, furnaces, heat pumps, boilers
• Water heaters, water filters, water softeners/treatment
• Air cleaners, air purifiers, duct cleaning
• Solar panels and HVAC bundled with any of the above
• Windows and doors (added 2024)

KW Energy attends your home only when you have requested a consultation by phone, online, or written appointment.

2. The 10-Day Cooling-Off Period

For any "direct agreement" (signed away from a seller's permanent place of business) over $50, you have 10 calendar days from receiving a written copy of the contract to cancel for ANY reason without penalty. CPA s.43.

To cancel:

1. Notify us by ANY means — email, phone, text, mail, fax
2. Use the contact: cancel@kwnrg.com · (613) 909-4835
3. You will receive a full refund of any deposit within 15 days

3. Extended 1-Year Cancellation

If your written contract is missing any of these required elements, you may cancel up to one year from signing (CPA s.94):

• Itemized price (or unit pricing)
• Description of goods/services
• Delivery date, installation date, and term
• Total amount, all-in
• Cancellation rights notice
• Supplier's name, address, phone, and ESA/HRAI licence numbers

4. NOSI Ban — Homeowner Protection Act, 2024

As of June 6, 2024, it is illegal to register a Notice of Security Interest (NOSI) against your home for consumer goods (rented water heaters, HVAC, solar). All previously registered consumer-good NOSIs are deemed expired and can be removed from title. KW Energy will never register a NOSI.

5. Mandatory Written Contracts

Any contract over $50 entered into in your home, or any "future performance" agreement over $50, MUST be in writing under CPA s.13–24. We provide every customer with a signed PDF copy at signing — keep it safe and reference it for warranty claims.

6. Unfair Practices Are Prohibited

It is illegal for any seller to (CPA s.14–17):

• Make false, misleading, or deceptive claims about price, savings, warranties, or rebates
• Use undue pressure tactics ("sign today or lose this price")
• Charge a price that grossly exceeds market value
• Take advantage of vulnerable consumers (seniors, language barriers, illness)
• Misrepresent government programs or required upgrades

Any contract entered into through an unfair practice is voidable at the consumer's option within one year.

7. Statutory Warranties (Sale of Goods Act)

Even where not stated in writing, goods you buy in Ontario are implicitly warranted as:

• Of merchantable quality — fit for ordinary use
• Fit for the disclosed purpose — works for what the seller said it would
• Match the description — what was promised is what you got

8. Licensed Trades

In Ontario, electrical work requires an ESA-licensed Electrical Contractor (LEC), and HVAC/heat pump work requires a TSSA gas licence and/or HRAI-certified technician. Always verify your installer's licence at esasafe.com. KW Energy's ESA Master Electrician number is provided on every contract.

9. Where to Get Help