Term

Definition

Aggregate

Gathered into a whole, a total.

APO (Alternate Provider Option)

An out-of-network provider is assigned to a Service Request when there is no in-network Service Providers available to provide service.

Authorization/Approval

When the failure is covered under the warranty and the Authorizations Agent advises the Service Provider to move forward with repair/replacement.

Builder Grade

Items are products that are mass produced and stylistically neutral.

Cap Limit/Dollar Limit

A pre-determined amount that Cinch will pay per covered claim and/or agreement term.

Commercial-Grade

Items are those that were designated by the manufacturer, manufactured and marketed solely for installation and use in commercial properties.

Covered Property

The address stated on your Agreement Coverage Summary Page

Deductible

The amount due at the time the customer requests service. The deductible goes towards the Service Call and any additional covered work up to the deductible amount.

Denial

When a failure is not covered by the warranty.

Domestic-Grade

Items are those that were designated by the manufacturer, manufactured and marketed solely for installation and use in a residential single-family dwelling.

Exclusions

Covered Items removed from the warranty due to replacement, pre-existing, and as stated in the contract.

HVAC

Heating, Ventilation, and Air Conditioning

Item(s)

The specific appliance(s), unit(s), or system(s) that is explicitly listed as covered on your Agreement Coverage Summary Page. Examples include: air conditioning unit, heating unit, water heater, individual appliances such as refrigerator, dishwasher, and ceiling fans.

Mechanical Failure

Occurs when a covered item becomes inoperable and unable to perform its primary function, subject to the limitations and conditions of this Agreement.

Mismatched System

When the indoor and outdoor HVAC units were not properly matched to each other in capacity or efficiency for proper operation.

Necessary or Required Upgrade

A replacement improving: manufacturer specification; energy efficiency; or item performance due to external circumstances (such as statutory mandated system modifications and/or regulatory requirements).

Normal Wear and Tear

Failure that occurred due to everyday use.

Partial Denial

When there are multiple parts that failed or multiple failure reasons, but they are not all covered under the warranty. Only the covered parts/failures would be approved.

Pre-Existing Condition

After careful investigation and based upon the physical evidence, the professional opinion of the licensed service professional has confirmed that the failure occurred before the effective date of the warranty.

Proper Operating Condition

The item was correctly located within the Covered Property, was properly installed to code at the time of installation, was fully connected, was capable of successfully performing all operations commensurate with the manufacturer's original design intention and did not pose any hazard to life or property.

PUP (Premier Upgrade Package)

Optional plan add-on that covers non-covered items such as  permits and disposal.

Replacement Deductible

A separate deductible for specific items, in specific contracts, that have been approved for replacement. Payment is due prior to replacement being ordered.

Request Service

Preferred term when referring to the action a customer must take to contact Cinch for service when a covered item breaks down.

Service Call

Includes the actions of on-site visit, inspecting, diagnosing, and/or performing service for the repair or replacement of a malfunctioning item.

Service Professional/Service Provider

A licensed trade specialist or otherwise qualified to assess or repair damage to the covered items. Service Professionals are either independent contractors or employees of Cinch Home Services, Inc.

Serviceability

CHS is not liable for charges incurred to gain access to service an item.

Simple Mechanical Test

The ability to turn the item off and on, verifying the item operates without irregular sounds or smoke that may indicate a problem.

Trades

Categories of specialized skills (i.e., plumbing, electrical, appliance, cooling, heating).

Unauthorized Repairs

Work that has been completed on an item without prior approval from Cinch.

Visual Inspection

The viewing of an item to verify that it appears to be structurally intact and without damage or missing parts that would indicate inoperability.

Workmanship Guarantee

Cinch's guarantee on covered repairs. If the same covered part fails again with the same failure within 180 days, no deductible will be due.

Stoppages only have 14 days.