Homeowner Terms of Service

The terms that apply when you request a plumber through getfixhero.com, operated by GetFixHero Home Services Inc., 350 Bay St., Suite 1300B, Toronto, ON M5H 2S6, Canada.

Contents

1. What GetFixHero is, and is not
2. Eligibility and your account
3. Your obligations
4. Price and payment
5. What we are responsible for, and what we are not
6. The platform itself
7. Your information
8. Safety and unlawful activity
9. If something goes wrong
10. Operators
11. Your content, reviews and ratings
12. Intellectual property
13. Changes, suspension and closing your account
14. Contact

1. What GetFixHero is, and is not

GetFixHero is a technology platform operated by GetFixHero Home Services Inc., 350 Bay St., Suite 1300B, Toronto, ON M5H 2S6, Canada ("GetFixHero", "we", "us"). It connects homeowners in the Greater Toronto Area with independent plumbing and home-services operators ("Operators").

When you submit a request, we pass it to one Operator at a time, who accepts or declines. If they decline or do not respond in time, we pass it to the next.

GetFixHero is not a plumber, contractor, employer, staffing agency, broker, insurer or guarantor. We do not perform the work, do not supervise how it is done, do not set the Operator's price, and are not a party to the agreement between you and the Operator. The Operator you hire is an independent business, responsible for their own work.

2. Eligibility and your account

You may use the platform only if you are at least eighteen years old, have the legal capacity to enter into binding agreements, and are the owner, tenant or authorised occupant of the property, or have permission from the person who is.

Where you create an account, you agree to provide accurate, current and complete information and to keep your credentials secure. You are responsible for activity under your account.

3. Your obligations

When you use GetFixHero, you agree to:

• Give accurate information about the job, the property and how to reach you. Bad information wastes an Operator's unpaid time and is the fastest way to lose access to the service.
• Provide safe and lawful access to the property at the agreed time, and tell the Operator about known hazards.
• Deal directly and in good faith with the Operator on price, scope and payment.
• Not use the platform to obtain quotes you have no intention of accepting, to harass an Operator, to impersonate any person, to interfere with or scrape the platform, or to solicit Operators for anything other than the job requested.

You may cancel a request at any time before an Operator arrives, at no charge from us. If an Operator has already travelled to your property, any call-out or diagnostic fee they disclosed to you beforehand is a matter between you and them.

4. Price and payment

GetFixHero does not charge homeowners. The service is free to use. We are paid by Operators, who subscribe to our platform. We take no commission on your job and no fee from your payment.

You pay the Operator directly, on whatever terms the two of you agree. We do not process that payment, hold your funds, or act as merchant of record.

Two rules we ask every Operator to follow, and which you should expect:

• A price before the work starts. Any call-out, diagnostic or minimum charge must be told to you before the Operator attends, not on your doorstep.
• Sign-off before the scope changes. If the Operator finds a bigger problem once work begins, they must get your agreement to the revised price before continuing, not present you with a larger bill afterwards.

4.1 We record what was agreed

The platform asks both you and the Operator to confirm the quoted price before work begins, and again if the scope changes. We keep a timestamped record of each confirmation. That record is not a contract between you and us, and we are not a party to your agreement with the Operator. But if the two of you later disagree about what was quoted, we will produce it for both sides.

If we introduce an optional paid service for homeowners in future, we will tell you the price before you use it and will not charge you for anything you have not chosen.

5. What we are responsible for, and what we are not

We are responsible for running the platform honestly: routing your request to a real Operator, displaying credentials truthfully, and telling you plainly when something has gone wrong on our side.

The work itself is the Operator's responsibility. We do not warrant the quality, timing or outcome of any repair, and we are not liable for loss or damage caused by an Operator's work, delay or conduct. Your remedy for a defective repair is against the Operator, and against their insurance.

To make that meaningful, we require every Operator on the platform to carry commercial general liability insurance, and we verify it at source before they receive a job. We will tell you an Operator's insurance status on request.

Job completion

If an Operator accepts your job and abandons it part-way through, we will route the remaining work to another Operator on the platform at no additional platform charge. This is a commitment about finding you someone, not a guarantee of the second Operator's price or workmanship.

Limits

To the extent the law allows, GetFixHero's total liability to you for any claim connected with the platform is limited to CAD $500, or the amount you have paid us in the twelve months before the claim, whichever is greater. We are not liable for indirect or consequential loss.

Nothing in these terms limits or excludes any right you have under the Ontario Consumer Protection Act, 2002, or any liability that cannot lawfully be limited. If any part of this section conflicts with that Act, the Act wins and the rest of these terms continue to apply.

When we tell you this

We show you a short summary of this section, with a link to these terms, at the moment you confirm a booking, not only when you first sign up.

6. The platform itself

The GetFixHero website and applications are provided on an "as is" and "as available" basis. To the extent the law allows, we make no warranty, express or implied, that the platform will be uninterrupted, error-free, secure against every threat, or fit for any particular purpose.

Software has defects. When we become aware of one we will correct it within a reasonable time, prioritised by how much harm it causes. We are not liable for loss arising from a defect, outage, delayed message, or failure of a third-party service we rely on, including SMS carriers, payment providers, hosting and analytics. If a routing failure means your request never reached an Operator, tell us and we will route it again; that is the remedy.

Nothing in this section limits section 5's commitments about verifying Operator insurance, or any right you have under the Consumer Protection Act, 2002.

7. Your information

We collect what we need to route your job and nothing more: your name, phone number, postal code and address, and what you have told us about the problem.

We release your details in two stages. When we offer a job to an Operator, they see only the general area (the first three characters of your postal code) along with the problem type and urgency. Your name, full address and phone number are released only after that Operator accepts the job. An Operator who declines, or who lets the offer time out, never receives them.

What we do with it:

• Share your name, phone number and address with the one Operator who has accepted your job, so they can contact you and attend.
• Send you SMS and email about that job.
• Keep a record of completed jobs so we can handle disputes and improve routing.

What we do not do:

• We do not broadcast your details to multiple Operators. One job goes to one Operator.
• We do not sell your personal information, and we do not share it with advertisers or data brokers.
• We do not send you marketing unrelated to your job unless you ask us to.

Messages. We send SMS and email about your job only. We will not send you commercial marketing unless you have given express consent, and every such message will identify us and carry a working unsubscribe. Reply STOP to any text to opt out.

Where your information is kept. GetFixHero's platform is hosted by a third-party provider whose servers may be located outside Canada, including in the United States, and our operations team works from the Philippines. Your personal information may therefore be stored or accessed outside Canada, where it may be subject to the laws of that country. We apply the same protections wherever it is handled, and we limit access to the people who need it to route your job.

How we protect it. We use access controls, encryption in transit, and a policy of collecting only what the job requires. No system is perfectly secure; if we become aware of a breach that creates a real risk of significant harm to you, we will notify you and the Privacy Commissioner of Canada as the law requires.

We handle personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and our Privacy Policy. You may ask us what we hold about you, ask us to correct it, ask us to delete it, or withdraw consent, by writing to the address in section 14. Our founder is accountable for our privacy practices and can be reached at that address. We will respond within thirty days. We keep job records for seven years for tax and dispute purposes, and delete or anonymise other personal information on request.

8. Safety and unlawful activity

Operators enter people's homes. Occasionally they see something that concerns them.

Nothing in these terms prevents an Operator from reporting to the police, to a children's aid society, or to any other lawful authority anything they reasonably believe indicates a risk to a person's safety or a serious crime. We will not penalise an Operator for making such a report in good faith, and we will not treat it as a breach of their confidentiality obligations to you.

Where we are lawfully required to disclose information, under a court order, a warrant, or a statutory obligation, we will do so, and will tell you unless the law forbids it.

We do not encourage speculative reporting, and an Operator's obligation to keep your information confidential otherwise stands in full. This section is about genuine safety, not surveillance.

You must not use the platform to request work that is unlawful, to obtain access to a property you have no right to enter, or to arrange work that requires a permit you do not intend to obtain.

9. If something goes wrong

Step one: tell us. Contact us within thirty days of the job. We will acknowledge within two business days and give you a decision or a plan within ten.

Step two: we help you deal with the Operator. Where the complaint is about the work, we will put the facts we hold in front of the Operator, share their insurance details with you, and stay involved until it is resolved or clearly stuck.

Step three: mediation, if you want it. If we cannot resolve it between us, either of us may propose mediation in Toronto. It is voluntary, and we will pay our own share.

You keep every right to go to court. Nothing in these terms requires you to arbitrate, prevents you from bringing a claim in the Ontario Superior Court of Justice or the Small Claims Court, or stops you joining a class proceeding. These terms are governed by the laws of Ontario and the federal laws of Canada applicable in Ontario, and the courts of Ontario have jurisdiction.

10. Operators

These terms are written for homeowners. Operators are independent businesses and are governed by the GetFixHero Operator Agreement, which they accept when they join the platform. That agreement sets out their obligations on licensing, insurance, pricing disclosure and conduct. Nothing in these terms creates any employment, agency, partnership or joint-venture relationship between GetFixHero and any Operator or homeowner.

11. Your content, reviews and ratings

You keep ownership of anything you submit to the platform, such as job descriptions, photos and reviews. You grant GetFixHero a non-exclusive, royalty-free licence to host, display and use it as reasonably necessary to operate the platform and route your job. We will not use your photos in marketing without asking you.

Ratings and reviews reflect the opinion of the person who wrote them and are not endorsements by GetFixHero. We may remove a review for fraud, abuse or a breach of these terms, and will tell the author why.

12. Intellectual property

The platform, including its software, design, text and trade marks, is owned by or licensed to GetFixHero Home Services Inc. You are granted a limited, revocable, non-exclusive licence to use it for its intended purpose. You may not copy, reverse engineer or resell it.

13. Changes, suspension and closing your account

We may suspend or withdraw the platform, or limit it to particular areas or job types, at any time. Availability and defects are dealt with in section 6.

We may change these terms. If a change materially affects you, we will give at least thirty days' notice by email before it takes effect, and it will not apply to a job already in progress. Your continued use after that date means you accept the change.

You may stop using the platform whenever you like and ask us to delete your account. We may suspend your access if you breach section 3 or section 8, and will tell you why.

If any part of these terms is found unenforceable, the rest continues to apply. These terms are the whole agreement between you and GetFixHero about your use of the platform.

14. Contact