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Terms and Conditions

Last modified: 04/04/2026

  • All memberships require an original 12-month commitment and will automatically renew unless cancelled by the customer via phone call.

  • Cancellations are not permitted during the first year. Cancellations after the first year will incur a penalty equivalent to the total amount of member discount savings received during the year canceled.

  • Starting prices are for ONE HVAC system. Any additional system will require a separate membership at full price.

  • The Catch Plan is exclusive to customers who purchased a complete system from Big Fish Cooling & Heating. The *Cast Plan includes our *Cast Smart Thermostat; however, a one-time $99 setup fee will apply.

  • Upon cancellation, the *Cast thermostat will remain installed, but remote monitoring and system alerts will be disabled.

  • Membership benefits begin upon receipt of payment and confirmed enrollment. Maintenance and repair benefits do not apply retroactively.

  • Free diagnostic visits are available to eligible plans during normal business hours and only when repairs are performed. Holidays are excluded from all diagnostic and overtime benefits.

  • Service call fees will still apply if the customer declines a recommended repair and later requests service for the same issue.

  • To maintain eligibility for any included repair warranty, members must remain continuously enrolled.

  • Repair warranties apply only to paid repairs where Big Fish provided and charged for both parts and labor. Repairs using manufacturer-warrantied parts (at no cost to the customer) are not eligible for coverage under the repair warranty—now or in the future. Repair warranties are limited to the specific repairs (excluding compressors, coils, refrigerant, and drain lines) made while enrolled in the applicable plan. Coverage does not extend to unrelated components or future failures beyond the original scope of repair.

  • The Catch Plan includes up to 12 years of repair warranty coverage for eligible customers whose systems were installed by Big Fish Cooling & Heating. However, this warranty is limited to the duration of the original manufacturer’s parts warranty and is available only during the period of the active labor warranty provided at the time of installation. If a system does not qualify for the full 12-year manufacturer’s warranty due to occupancy status (e.g., rental, commercial, or non-owner occupied property), the Catch Plan repair warranty will expire when the manufacturer’s parts warranty expires. Only customers with an active labor warranty (e.g., 1-year, 3-year, or 12-year) are eligible to receive Catch Plan repair warranty benefits. Once both the manufacturer’s warranty and the Big Fish labor warranty expire, customers may enroll in another qualifying membership (such as the Reel or Trophy Plan) to continue receiving repair warranty coverage.

  • Drain line clearing is included only in select plans during scheduled maintenance visits and is not covered under repair warranties.

  • Credits earned through the plan, including trade-in and loyalty credits, are transferable to a friend or family member in the event the member moves outside of our service area. Loyalty credits have no cash value, are void upon cancellation, and may not be combined with other specials, promotions, or member discounts.

  • Advanced coil cleaning is included in the Trophy Plan. However, inaccessible coils may require additional charges if removal or special access is needed. Removal of the coil for cleaning is not included in any membership and would be quoted separately.

  • All maintenance visits must be scheduled Monday–Friday between the hours of 8:00 AM and 4:00 PM. Big Fish will make a minimum of two attempts to schedule each maintenance visit; thereafter, it is the customer’s responsibility to reach out. No refunds will be made for unused plan benefits or maintenance visits.

  • Discounts do not apply to duct cleaning or to service call/diagnostic fees where applicable. Discounts, loyalty credits, and repair warranties may not be combined with any other offers unless explicitly stated in writing.

  • Big Fish Cooling & Heating will make all reasonable efforts to meet response times outlined in priority plans; however, inclement weather or circumstances beyond our control may impact availability.

Privacy Policy

  • When you access the Services you provide us with different types of information. Please read our Privacy Policy, which explains how we collect, use and share information through the Services, including the use of third-party services to collect information to monitor the Services’ performance, as well as your choices regarding these activities. The Privacy Policy applies to use of the Services, and its provisions are incorporated into these Terms.

Messaging Terms and Conditions

  • You agree to receive informational messages (appointment reminders, account notifications, etc.) from Big Fish Heating & Cooling. Message frequency varies. Message and data rates may apply. For help, reply HELP or email info@bigfishac.com. You can opt-out at any time by replying STOP, and no further messages will be sent. Further information regarding the terms and conditions as well as the privacy policy can be found in our privacy policy here: Privacy Policy