No Run Out Guarantee
Terms & Conditions
Program Overview
The Avenir Energy No Run Out Guarantee (the “Program”) is designed to provide qualifying residential customers with confidence that their propane supply will be proactively managed through Automatic Delivery and tank monitoring. Subject to the terms and conditions set out below, Avenir Energy will take reasonable steps to prevent a propane run-out caused by a failure of Avenir Energy to schedule and complete a delivery in a timely manner.
Definition of a Propane Run-Out
For the purposes of this Program, a “propane run-out” is defined as a situation in which the monitored propane tank level falls below five percent (5%) capacity, as measured by Avenir Energy’s approved tank monitoring system.
A tank level at or above five percent (5%) shall not be considered a propane run-out under this Program, even if the customer experiences reduced appliance performance or service interruptions.
Eligibility Requirements
- Be enrolled in Automatic Delivery with Avenir Energy;
-
Have an Avenir-approved and fully operational wireless tank monitoringdevice installed at each registered delivery location within one of the eligible postal codes listed below;
- Maintain their account in good standing, including compliance with payment terms and credit requirements;
- Ensure safe, clear, and unobstructed access to the propane tank(s) at all times;
- Notify Avenir Energy in advance of any material changes in propane consumption, including but not limited to:
- Installation of additional propane appliances;
- Changes to primary heating systems;
- Changes in household occupancy or usage patterns;
- Ensure all propane equipment and systems comply with applicable laws, codes, and inspection requirements, including those of the Technical Standards and Safety Authority (TSSA) or other applicable regulatory bodies.
(i) separately registered under the Program and
(ii) located within one of the eligible postal codes. Multiple tanks or delivery points located at the same property (e.g., home, garage, pool heater) are considered separate delivery locations. The Program is only available within the following eligible postal codes:
| Flesherton | Brechin | Blyth | St. George | Bracebridge | Bancroft | Belleville |
|---|---|---|---|---|---|---|
| N0C 1E0 | L0K 1B0 | N0G 1H0 | N0B 2J0 | P1L 1X1 | K0L 1C0 | K0K 1V0 |
| N0C 1H0 | K0M 2B0 | N0M 1H0 | L8B 1A5 | L0K 2B0 | K0L 2S0 | K0K 2W0 |
| N0G 1R0 | K0M 2T0 | N0M 1L0 | L0R 1V0 | P0B 1M0 | K0L 2A0 | K0K 3A0 |
| N0C 1B0 | L0K 1A0 | N0G 2W0 | N0E 1R0 | P1P 1R3 | K0L 2R0 | K0K 2T0 |
| N0C 1K0 | L0K 2B0 | N0G 2X0 | N3T 5L4 | P1L 1X3 | ||
| N0C 1S0 | L0K 1E0 | N0G 2P0 | L0R 1M0 | P0B 1E0 | ||
| N0G 1M0 | L0K 1T0 | N0G 2K0 | N0E 1S0 | P0B 1J0 | ||
| N0G 1J0 | L0K 1H0 | N0M 1G0 | N3T 2W1 | P0B 1A0 | ||
| N0G 1S0 | L0K 1G0 | N0M 1B0 | N3T 5N2 | P0B 1Y0 | ||
| N0C 1A0 | L0K 2A0 | N0M 1S0 | N0A 1A0 | P1L 1R2 | ||
| N0G 1L0 | L0K 1N0 | N0G 2Y0 | N0E 1H0 | P0A 1X0 | ||
| N0C 1A0 | L0K 1R0 | N0G 2T0 | N0E 1Z0 | P0B 1B0 | ||
| N0C 1L0 | L0K 1Z0 | N0M 1K0 | N0E 1C0 | P0B 1T0 | ||
| L0K 1P0 | ||||||
| L0K 1Y0 | ||||||
| L0K 1V0 | ||||||
| K0M 2L0 | ||||||
| K0M 1S0 | ||||||
| K0M 1K0 | ||||||
| K0M 1X0 |
If a propane run-out (as defined under this Program) occurs while the customer is fully compliant with all eligibility requirements, and such run-out is determined by Avenir Energy, in its sole discretion, to have been caused solely by Avenir Energy’s failure to deliver propane as scheduled, Avenir Energy will provide the following remedies:
- Priority Emergency Response Avenir Energy will prioritize an emergency propane delivery where reasonably practicable.
- System Safety & Restart Coverage Avenir Energy will cover the cost of required safety inspections, leak checks, and system restart procedures mandated by applicable law as a result of the run-out.
- 24PROPLUS™ Plan Enrollment The customer will be enrolled in Avenir Energy’s 24PROPLUS™ Service Plan, at no cost to the customer for a defined introductory period, as determined by Avenir Energy, to help ensure that the customer’s heating system and related propane equipment are protected following the run-out event.
The 24PROPLUS™ Plan is designed to support the reliable operation of propane-fueled heating systems by providing:
- Priority access to qualified service technicians;
- Coverage for eligible service repairs related to propane equipment;
- Reduced risk of prolonged heating interruptions following a run-out.
Enrollment in the 24PROPLUS™ Plan is intended as additional compensation and protection to help ensure the customer’s comfort and peace of mind following a qualifying run-out event.
Limitation of Remedy
The remedies described above constitute the sole and exclusive remedies available to the customer under the No Run Out Guarantee. Avenir Energy shall not be liable for any indirect, incidental, or consequential damages arising from a propane run-out.
Exclusions and Limitations
Avenir Energy shall have no obligation under this Program and shall not be liable for a propane run-out in any of the following circumstances:
Customer-Caused or Customer-Related Events
- The customer switches their primary heating source from propane to an alternative fuel or energy source during enrollment in the Program;
- Propane is extracted from the tank for purposes other than normal system consumption;
- The customer removes, tampers with, disables, or interferes with the tank monitoring equipment;
- The customer fails to provide safe or timely access to the propane tank, including due to snow accumulation, locked gates, pets, unsafe conditions, or blocked driveways;
- The customer’s account is subject to non-payment, credit hold, or suspension at the time of the run-out;
- Significant changes in propane usage occur without advance notice to Avenir Energy.
Regulatory, Inspection, and Compliance Issues
Delivery may be suspended or cancelled if:
- Required inspections have not been completed or inspection certificates are not on file;
- Code deficiencies are identified within any portion of the propane system or connected equipment.
Avenir Energy shall not be responsible for a propane run-out occurring during any period in which delivery is suspended due to non-compliance with inspection, regulatory, or safety requirements. Automatic delivery will only resume once deficiencies have been corrected to applicable regulatory standards and verified by an approved technician.
Force Majeure
This Program shall become null and void, without liability to Avenir Energy, if delivery of propane is prevented by a force majeure event, including but not limited to:
- Acts of God;
- Floods, fires, severe storms, or other inclement weather;
- Labour disputes, strikes, or shortages of labour or materials;
- Government regulations, decrees, or actions;
- Embargoes, insurrections, unavoidable accidents;
- Supply chain disruptions or shortages of propane or related materials; or
- Any other cause reasonably beyond the control of Avenir Energy.
In the event of a supply shortage resulting from a force majeure event, Avenir Energy reserves the right, in its sole discretion, to allocate available propane supply among its customers, its own operations, and its affiliates as it deems necessary.
Program Term
The Program has no predetermined end date and will continue until such time that Avenir Energy may, without notice, terminate the Program.
General
This Program is intended for high-volume residential propane customers and is not available for commercial or industrial accounts unless expressly approved in writing by Avenir Energy.
Avenir Energy’s determination of eligibility, compliance, and cause of a propane run-out shall be final and binding.
