Terms & conditions

CLUB SIMPLE & PLUS

MEMBERSHIP TERMS AND CONDITIONS

1. The Membership Agreement

These terms and conditions (the “Terms”), the consumer’s sales invoice or membership confirmation, and any applicable benefit schedule together form the agreement (the “Membership”) between the person and applicable appliance(s) named on the membership confirmation (the “Member,” “you” or “your”) and SOS Warranty Services Inc. carrying on business as Club Simple & Plus by Excelsior (“Club Simple & Plus,” “we,” “us” or “our”). The retailer that sells the Membership is not the provider unless the membership confirmation expressly says otherwise.

By purchasing or using the Membership, you agree to these Terms. If the membership offer sheet, or an oral statement conflicts with these Terms, mandatory law prevails first, followed by the membership confirmation, these Terms and then the promotional material, except that no document may diminish a right granted by law.

2. Key Definitions

3. Eligibility, Enrollment and Covered Appliances

The Membership is available only to individual consumers and their new Appliance(s) purchased and delivered as of October 5, 2026 for normal personal, family or household use from a participating retailer.

Eligible categories are washer, dryer, range, wall oven, cooktop, refrigerator, freezer, dishwasher, microwave and rangehood.

Each Appliance must be separately identified and enrolled by the participating retailer within 30 days of delivery. Consumer name, email address, telephone number, Invoice number delivery date, model and serial number are required.

The Appliance must be installed and used in the Service Area in accordance with the manufacturer’s instructions and applicable codes.

Commercial, rental-property common-area, institutional, restaurant, resale and other non-household use is excluded, unless we pre-approved in writing.

The Membership applies only to the Member and enrolled Appliance(s). Transfer to a new owner or address is permitted only if we approve it and receive the requested records from the original Member. This limitation does not affect any transferable Legal Warranty.

4. Membership Start, Duration and End

The Membership starts on the delivery date of the new Appliance(s). The general concierge benefits continue for the duration of the original manufacturer’s warranty based on the type of appliance (5 years or 6 years) Category-specific benefits continue for the period stated in Schedule A. A reference to “up to 10 years” means no later than the tenth anniversary of the original delivery date, not ten years after a Breakdown or claim.

The Membership ends at the earliest of: expiry of the applicable term; payment of the maximum benefit for that Appliance; cancellation under section 15; disposal or permanent removal of the Appliance from the Service Area; or a replacement that exhausts the applicable replacement benefit. Expiry of this Membership does not end any right that exists independently under law or another warranty.

5. How to Request Assistance or a Benefit

Contact Club Simple & Plus: 1-800-661-7313, service@soswarranty.com, or the via contact method shown at www.phoenixamd.com/ClubSimplePlus.

Provide the membership number and confirm the consumer contact information registered with the membership at the time of purchase. As a secondary confirmation, the member may be asked to provide the original retailer invoice number, Appliance model and serial number, and delivery date. During the request for assistance the member will be asked for the current address, description of the issue, and any error codes, photographs, videos or service history if applicable.

The member is asked to cooperate with reasonable remote troubleshooting and make the Appliance safely accessible for inspection or repair by a dispatched service technician.

The member will be provided with an authorization number and details on what to expect as the next step(s) we are coordinating for them and by when. Except where law provides otherwise, unauthorized service or expense is not reimbursable.

6. General Member Benefits

6.1 One Point of Contact for All Brands

We will receive and coordinate Service Requests for all enrolled brands. We will facilitate the support needed in the capacity of a “Concierge”. This may include depending on the issue or Brand: connecting you with the manufacturer, Authorized Service Provider or another responsible party; gather from you and transmit service information with your consent; help arrange diagnosis; and follow up on the status with you. We do not become the manufacturer, retailer or legally responsible warrantor merely by coordinating the request.

6.2 Power-Surge Protection

If a registered Appliance under this membership suffers verified electrical or electronic damage caused by a sudden, accidental power surge during the applicable benefit period, we will arrange or reimburse the reasonable authorized cost of diagnosis and repair, up to the limit of liability which is the original pre-tax purchase price of the damaged appliance on the original consumer invoice. To be eligible for this benefit, the technician must provide a written diagnosis connecting the damage to a power surge and, when requested, information from the utility or evidence of the event.

Not covered issues include: gradual voltage fluctuation, brownout, inadequate wiring, improper grounding, overloaded circuits, lightning damage, damage to non-enrolled devices, or damage that is already covered and should be corrected by the utility, installer, manufacturer, or home insurance policy.

6.3 Replacement After Three Failures of the Same Part

We will approve replacement of a registered Appliance under this membership when all of the following are satisfied:

During the applicable benefit period, the Same Part has failed and been replaced in three separate completed, authorized repairs. The benefit will be activated after the third completed repair should the Same Part fail a fourth time.

Each failure needs to have resulted from a covered defect or normal-use Breakdown, not the same unresolved diagnosis, installation error, misuse or excluded cause;

We are able to confirm service records identifying the part numbers, dates and work performed; and

The Appliance has not already been replaced or fully reimbursed under a Legal Warranty, Manufacturer Warranty, retailer remedy, insurance or another program.

Our obligation is limited to replacement with a new appliance up to the original purchase price excluding tax, delivery, installation and accessories based on the original invoice. We may fulfil this benefit through replacement, retailer credit or reimbursement. Any statutory right to replacement, refund or damages is independent and is not limited by this section.

6.4 45-Day Resolution Guarantee for a Non-Functional Appliance

When a registered Appliance under this membership is Non-Functional, we will seek to achieve a Resolution within 45 calendar days. The 45-day period starts on the first business day after we have: (a) received a complete Service Request; (b) confirmed coverage; (c) received reasonable access and cooperation; and (d) where required, obtained a technician’s diagnosis. “Resolution” means the Appliance is restored to its primary function, or we approve an alternative benefit described below.

If no Resolution is achieved within that period for reasons within the control of us or our Authorized Service Provider, we will replace the Appliance up to the original purchase price excluding tax, delivery, installation and accessories based on the original invoice. Days attributable to unsafe servicing conditions, lack of access, Member delay, inaccurate information, force majeure, parts or service declined by the Member, or a dispute about responsibility are excluded from the calculation only to the extent permitted by law.

This 45-day service promise is an additional contractual benefit. It does not establish, extend or reduce any repair deadline, replacement right or other remedy under Quebec law, and it does not require a consumer to wait 45 days before exercising a right available by law.

6.5 Priority Appointment Coordination

We will give the Service Request priority in our internal scheduling queue and will ask an available Authorized Service Provider for the earliest reasonable appointment. Appointment dates depend on geography, technician capacity, parts, weather and access. “Priority” does not guarantee same-day, next-day or any fixed appointment time unless the membership confirmation states one.

6.6 One No-Fault-Found Service Visit

Once during the Membership Term per appliance registered under this membership, if an authorized technician attends for a reported operating problem but finds no defect or failure after reasonable testing, we will pay or reimburse the diagnostic/service-call charge up to a maximum of $175.00 including applicable tax. The visit must be defined by the technician as “no fault found,” “operating as designed,” or equivalent.

This benefit does not cover missed appointments, inaccessible or unsafe Appliances, instruction or maintenance visits, cleaning, installation correction, consumables, customer-caused conditions, or repeat visits for the same uncorrected condition.

6.7 Parts Search and Support During Extended Repairs

For an authorized repair delayed by a required part, we will use commercially reasonable efforts to locate the part, identify a compatible or superseding part approved by the manufacturer or technician, communicate status and explore lawful alternatives. We do not manufacture parts and do not guarantee availability, compatibility, price or a delivery date. We will not authorize salvaged or non-approved parts where doing so would be unsafe, unlawful or reasonably expected to void applicable coverage. Additionally, where applicable and available, we will attempt to provide temporary alternate solutions, if your appliance is non-functional and repairs are significantly delayed.

7. Appliance-Specific Benefits

The following benefits apply only to the indicated registered category, and are subject to the claim process and exclusions in these Terms, and are secondary to any payment or remedy available from a manufacturer, Legal Warranty, installer, insurer or other responsible party, except where the law prohibits such coordination.

7.1 Washer and Dryer

Transmission/Motor repair up to 10 years: For a washer with a diagnosed mechanical transmission failure or a dryer with a diagnosed mechanical motor failure after expiry of the Manufacturer Warranty and before the tenth anniversary of original delivery, we will pay the reasonable pre-authorized parts and labour cost to repair or replace the transmission/motor, up to the original purchase price excluding tax, delivery, installation and accessories based on the original invoice.

$100 laundry credit: If a registered washer or dryer is Non-Functional and remains unusable for more than 14 consecutive days after an authorized Service Request, we will reimburse documented laundromat or wash-and-fold expenses up to an aggregate maximum of $100 per Membership. Personal time, travel and in-home services are excluded.

7.2 Range, Oven and Cooktop

Meal credit up to $250: If the registered cooking Appliance is Non-Functional for more than 14 consecutive days with no alternate temporary solution provided while waiting for an authorized repair, we will reimburse reasonable restaurant, takeout or prepared-meal expenses supported by itemized receipts, up to an aggregate maximum of $250 per qualifying Membership. Alcohol, gratuities, delivery premiums and meals purchased before the qualifying period are excluded.

One broken-door-and-shelf benefit: Once during the applicable term, we will pay the pre-authorized repair or replacement cost for one accidentally broken Appliance door component and/or interior oven rack/shelf. Glass breakage from impact, cosmetic scratching, misuse and damage during moving or installation are excluded.

Six temperature-control knob benefits: We will provide or reimburse up to six individual replacement temperature-control knobs over the applicable term, limited to the manufacturer’s standard replacement part per knob. Electronic control panels, switches, valves, stems and cosmetic upgrades are excluded.

Six roller benefits: We will provide or reimburse up to six individual appliance rollers/casters over the applicable term. Cabinet, rack, drawer-slide and installation components are excluded.

7.3 Refrigerator and Freezer

Compressor repair up to 10 years: After expiry of the Manufacturer Warranty and before the tenth anniversary of original delivery, we will pay the reasonable pre-authorized parts and labour cost to repair or replace a diagnosed failed compressor, up to the original purchase price excluding tax, delivery, installation and accessories based on the original invoice. Sealed-system parts other than the compressor, are excluded.

Frozen-food loss: Following a covered Breakdown that causes unsafe loss of frozen food, we will reimburse documented replacement cost up to $250 for a refrigerator/freezer combination unit or $500 for a standalone freezer, per qualifying Membership. The Member must report the loss within 14 days of the loss and provide reasonable photographs or an inventory and provide receipts or another reasonable proof of value. Spoilage from a door left open, planned power interruption, utility outage without Appliance damage, voluntary disconnection or excluded cause is not covered. Do not consume food that may be unsafe.

Two shelf-and-drawer benefits: We will provide or reimburse up to two individual manufacturer-standard shelves or storage drawers over the applicable membership term. Cosmetic trim, door gaskets, ice makers, dispensers and damage from overloading, impact or improper cleaning are excluded.

7.4 Dishwasher

Pump-assembly repair up to 10 years: After expiry of the Manufacturer Warranty and before the tenth anniversary of original delivery, we will pay the reasonable pre-authorized parts and labour cost to repair or replace a diagnosed failed pump assembly, up to the original purchase price excluding tax, delivery, installation and accessories based on the original invoice. Plumbing, drain lines outside the Appliance, disposal units, cabinetry and water damage are excluded.

One broken cutlery-basket benefit: Once during the applicable membership term, we will provide or reimburse a manufacturer-standard replacement cutlery basket. Cosmetic wear, staining, melting, loss and damage caused by improper loading are excluded.

8. Relationship to Quebec Legal Warranties and Other Coverage

The Member does not need to purchase this Membership to receive the protections provided by law. For qualifying new appliances acquired under a consumer contract on or after October 5, 2026, Quebec’s legal warranty of good working order applies automatically and without charge for the statutory period measured from delivery. Other legal warranties continue to apply independently.

Nothing in these Terms:

requires the Member to claim under this Membership before contacting the retailer or manufacturer or exercising a legal right;

requires the Member to wait until a Membership service period or the 45-day period expires before exercising a legal right;

limits the retailer’s or manufacturer’s legal obligations, or transfers those obligations to us;

excludes a remedy, damages or reimbursement available under mandatory law; or

constitutes an admission that a particular Breakdown is or is not covered by a Legal Warranty.

Before offering this Membership, the selling retailer must provide the prescribed written notice and information required by the Quebec Consumer Protection Act and its regulations. The Member’s acknowledgment of receiving an applicable notice is evidence of delivery only and is not a waiver of rights.

9. Coordination and No Double Recovery

We will assist with coordination where the concierge benefit applies. We will assist the Member in pursuing service through their Manufacturer Warranty, but depending on the circumstances and issue may ask the Member to pursue the Legal Warranty, installer responsibility, product recall, home/property insurance or other coverage when that source is legally responsible. We will not pay the same expense twice. Any amount recovered from another source for the same loss will reduce the amount payable under this Membership, but only to the extent permitted by law. The Member is never required to surrender or waive a legal right as a condition of receiving a Membership benefit.

10. Member Responsibilities

Use, install, clean and maintain the Appliance according to manufacturer instructions, and retain maintenance and service records.

Take reasonable steps to protect people and property and prevent further damage after a Breakdown.

Do not continue operating an Appliance when unsafe or when continued operation is likely to worsen damage.

Provide truthful, complete information and permit reasonable inspection, diagnosis and access during normal service hours.

Back up or remove personal data from connected Appliances where reasonably possible. We are not responsible for loss of settings or data except as required by law.

Do not authorize non-emergency work, dispose of parts, or replace/discard the Appliance before our written instructions, unless doing so is necessary to exercise a legal right or prevent imminent harm.

11. Authorization, Payment and Benefit Limits

We may choose to arrange service directly, reimburse the Member, provide a part, issue retailer credit, or pay an Authorized Service Provider, as specified for the benefit and subject to law. Reimbursement requires proof that the expense was incurred and paid. We may pay reasonable market cost rather than an amount that exceeds the usual cost for comparable goods or services in the area.

Taxes are excluded. Shipping, delivery, removal, installation, permits, modifications, haul-away and environmental fees are excluded. Total payment cannot exceed the Appliance’s original purchase price, except where law provides otherwise.

12. General Exclusions

Except where a specific benefit expressly says otherwise, the Membership does not cover:

pre-existing conditions, undisclosed prior damage, recalls, safety notices, design defects or problems known before enrollment;

improper installation, connection, ventilation, drainage, electrical supply, water quality, plumbing, gas supply, network service or structural conditions outside the Appliance;

misuse, abuse, negligence, accident, impact, infestation, corrosion, rust, mould, freezing, flood, fire, theft, vandalism, weather, acts of nature or consequential property damage;

routine maintenance, cleaning, descaling, filters, bulbs, batteries, hoses, fuses, consumables, cosmetic damage, noise or vibration within manufacturer specifications, or loss of efficiency without a Breakdown;

unauthorized modification, non-approved parts, altered serial numbers, relocation damage or repair by a person not approved in advance, subject to the emergency exception and mandatory law;

commercial or abnormal use, an Appliance located outside the Service Area, or an Appliance for which required access cannot safely be provided;

indirect or consequential loss, loss of use, lost income, inconvenience, travel, accommodation or food/laundry expense beyond the express credits in these Terms, except to the extent recoverable under mandatory law;

a benefit already fully provided or paid by another responsible source; or

any item, service, component or amount not expressly included.

An exclusion in these Terms applies only to the Membership benefit. It does not determine or restrict whether the Member has coverage or a remedy under a Legal Warranty, Manufacturer Warranty, retailer obligation, insurance policy or other law.

13. Service Delays and Events Beyond Reasonable Control

We are not responsible under the Membership for delay caused by events beyond our reasonable control, such as severe weather, natural disaster, labour disruption, widespread parts shortage, government order, transportation interruption or unsafe site conditions, provided that we continue reasonable efforts and communicate material status updates. This clause does not excuse or reduce any non-excludable duty or remedy imposed by law, and does not modify the separate 45-day benefit except as expressly stated in section 6.4.

14. Cancellation and Refunds - need to discuss with Albert

The Member may cancel by contacting the retailer within ????????.

We may cancel only for non-payment, material misrepresentation, fraud, ineligible enrollment, or material breach that is not corrected after reasonable written notice. We will provide any notice and refund required by law. We will not cancel because the Member made a legitimate claim or exercised a legal right.

15. Privacy and Communications

We collect, use and disclose personal information reasonably required to administer the Membership, coordinate service, verify eligibility, prevent fraud, process payment and comply with law. This may include sharing information with the selling retailer, manufacturer, service providers, parts suppliers and payment administrators. Our current privacy policy is available at [PRIVACY URL - TO CONFIRM]. Marketing communications require any consent required by law and may be withdrawn without affecting service communications.

The Member must keep contact information current. Service notices may be delivered using the contact information provided, subject to applicable consent and electronic-commerce requirements.

16. General Contract Terms

Governing law: Quebec law and the federal laws of Canada applicable in Quebec govern the Membership. Any court proceeding may be brought in a district permitted by mandatory consumer law.

No waiver. A delay in enforcing a contractual right is not a waiver. No waiver by the Member of a right under consumer protection legislation is required or effective where prohibited by law.

Severability. If a provision is unlawful or unenforceable, it will be read down or severed to the minimum extent necessary, and the remainder continues, without limiting mandatory consumer rights.

Assignment. We may assign administration of the Membership while remaining responsible to the extent required by law. The Member may not assign the Membership except under section 3, but this does not restrict the transferability of a Legal Warranty.

Changes. The version delivered at enrollment applies for the Membership Term. We may make administrative changes that do not reduce existing benefits and changes required by law, with notice where required. We will not materially reduce a purchased benefit retroactively.

Entire agreement. These Terms, the membership confirmation and incorporated schedules are the entire Membership agreement, subject always to representations that are binding under law and rights that cannot be waived.

18. Contact Information

Schedule A - Benefit Summary