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Service Plan Agreement


Service Plan

This service plan (“service plan”) is a service contract between you, (“You”, “Your”, “the customer”) the original owner and consumer, on the installation of flooring product(s) purchased from an authorized dealer (“dealer”) and Floor Warranty Incorporated (“FWI”, “We”, “Our”, “Us”) located at London, Ontario.

This service plan is not an insurance policy or your manufacturer’s warranty. This service plan covers issues related to the installation of the flooring product purchased from the dealer as outlined below. The service plan begins on the date of installation provided you have been registered by the dealer. All registrations must be received by the dealer on behalf of you, the customer, within 7 days of the purchase.

The length of coverage of the service plan is “life of floor” as recognized by the manufacturer or maximum coverage spend, whichever comes first. The “life of floor” is the length of the manufacturer’s warranty of the product as deemed by individual manufacturers. The maximum coverage spend is the amount paid by you, the customer, for the installation of the product purchased from the dealer.

How to make a service request

  1. You may contact us by phone at 1-866-931-0757, by e-mail at info@floorwarrantyinc.com or online at www.floorwarrantyinc.com to request service. We may request your Membership or Customer card number, your phone number, and/or your proof of purchase to verify your registration in the system by the dealer.
  2. We may request that you provide picture(s) of the issue by e-mail as it will assist in expediting the process to resolve the issue.
  3. If you are unable or unwilling to provide picture(s) or if we are unable to determine the nature of the issue, we will send an installer, of our choice, to inspect the issue.
  4. Once we have determined the issue is covered by the service plan, we will dispatch an installer, of our choice, to remedy the issue within a reasonable amount of time. The installer will provide remediation of the issue, including replacement of product, up to the amount spent on the initial installation (also known as the maximum coverage spend). This does not include replacement of product due to manufacturer’s defect and does not cover installation of product due to manufacturer’s defect.
  5. In the event of providing repair or replacement service, should the original item no longer beavailable, you will be asked to reselect a similar replacement piece. Dye lots vary and fading may occur over time, which may result in replacement pieces that may not exactly match the colour of the non-replaced piece. FWI may reuse pieces of the original purchase to colour match the original installation.
  6. Customers can report multiple issues within the same service plan provided the product is still within the “life of floor” timeframe as recognized by the manufacturer or you have not reached the maximum coverage spend of the service plan.

Limit of liability:

The service plan will conclude at “life of floor” or maximum coverage spend, whichever comes first.

What is covered under this service plan?

Tile-loose tile, cracked and/or missing grout, grout haze, lippage, excess grout, chipped tile, cracked tile,
uneven grout joint and improperly cut door jams.

Carpet-loose carpet, bubble in carpet, short to the transition or wall, visible seam separation, misdirection
at seam and carpet buckle.

Laminate-not squared, short to transition and/or wall, not properly locked, not cut to register properly, bubble under laminate, lippage, lack of edge expansion joints, loose boards, improperly cut door jam and improperly locked pieces.

Hardwood-lippage, short to transition, lippage, not properly locked, bubble under hardwood, lack of edge expansion joints, loose boards, improperly cut door jam and improperly locked pieces.

Vinyl- short to transition or wall, lippage, lack of edge expansion joints, bubble under vinyl, not properly locked, loose boards, improperly cut door jam, improperly locked

What is not covered under this service plan?

Tile-tile and grout cracking due to subfloor deflection or foundation settling. Lippage occurring when installed at a 50/50 angle.

Carpet-visible seams normally required for installation.

Laminate-moisture related issues.

Hardwood-gapping between boards and moisture related issues.

Vinyl-visible seams normally required for installation.

All flooring types– misdirection of layout unless layout is signed off and is installed in wrong direction, manufacturer defects, any issue not directly related to the installation, damage caused by moving of appliances or heavy furniture, commercial property including rental units of any kind and installation by anyone other than a dealer approved installer.

General Terms and Conditions

No service will be provided to installation issues that have been subjected to abuse, improper maintenance, vandalism, alteration or caused by smoke, fire, flood, wind, lightening or any other casualty event. This service plan applies only to the original purchaser of the product unless properly transferred to the new owner and registered with FWI. The transfer of the service plan is subject to approval with FWI and is not automatically approved.

The service plan does not apply to damage from exposure to extreme heat, dryness or water saturation, or stains because of chemical or industrial products (other than recommended cleaning products).

Floor Warranty Inc. will not be liable for any indirect, incidental, special, or consequential damages based upon the foregoing warranties, contracts, negligence, strict liability, or any other legal claim under any circumstance.
Service will not be provided on issues for customers who have not been registered by the dealer within 7 days of the original purchase date.

Cancellation of the service plan

Please see the original dealer to cancel your service plan.


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