Support

Can I book a one-time cleaning?

Briance is primarily built for recurring service at Every week, Every 2 weeks, or Every 4 weeks.

We evaluate requests case by case and prioritize long-term membership fit over one-time transactional bookings.

Is service acceptance automatic after I submit a request?

Not always. We review each request based on factors such as home condition, location, cadence, operational fit, and availability.

Being in our geographic area does not guarantee acceptance.

Why does recurring matter so much?

Your provider is choosing too. Providers build their schedules around regular clients. A stable slot, easy access, and few cancellations are what make a provider take a home on and stay with it for a long time.

Recurring service also gives you a more stable slot and better continuity than isolated one-off visits.

How do I book my first visit?

You can request service through the booking flow on briance.ca. Share your home details, preferred cadence, and contact information, and we will confirm availability.

Acceptance is case-by-case (not automatic), based on location, cadence, home condition, and operational fit.

What information should I include when booking?

Include: full service address, cadence preference (Every week / Every 2 weeks / Every 4 weeks), best contact number, and complete access details (buzzer, unit, parking, entry code, concierge notes).

If key access details are missing, day-of service can be delayed, shortened, or treated as a late cancellation when access cannot be obtained.

Can I change my date or time after booking?

Yes. Send the request through official channels and include your full name, service address, and preferred new windows.

If your request is at least 48 hours before the scheduled visit, there is normally no fee. Inside 48 hours, a 50% late-change/cancellation fee applies.

What service cadences do you offer?

Our standard recurring options are Every week, Every 2 weeks, and Every 4 weeks.

What does “monthly” mean in your system?

In Briance terms, monthly means Every 4 weeks (not the same date each calendar month).

Is there a cancellation fee?

You can cancel or reschedule at no cost when you provide at least 48 hours notice before your visit.

Changes made within 48 hours are subject to a fee equal to 50% of the visit price.

If I cancel one visit, is my subscription canceled too?

No. Canceling a single visit does not end your recurring subscription.

To stop recurring service entirely, tell support explicitly that you want to cancel the subscription.

How do I cancel my recurring plan?

Please contact support explicitly to cancel your recurring plan. Canceling one visit does not automatically cancel future recurring visits.

No-response is not cancellation. Cancellation must be explicitly sent through official channels.

What if I become unreachable on visit day?

If access fails and we cannot reach you promptly, the visit may be canceled and charged as a late cancellation when the issue is customer-controlled.

Typical triggers: incorrect buzzer/code, missing access device, no response to urgent day-of access calls/messages.

When am I charged?

Charges are generally processed after a visit is marked completed.

In some cases, processing can occur later the same day or within the following days due to operational or processor timing.

If a late cancellation fee applies, that fee is charged at the time of cancellation.

What payment methods do you accept?

A valid credit card on file is required.

Payments are handled through Briance-authorized platforms (including Zenbooker, Stripe, and Authorize.net).

Do you accept cash, e-transfer, or payment directly to providers?

No. Briance does not accept cash, cheques, or off-platform payment methods for service charges.

Independent providers are not permitted to take direct off-platform payment for visits booked through Briance.

What if I think a charge is incorrect?

Contact Briance support first through official channels so we can investigate.

Include: visit date, charged amount, last 4 digits of card (if possible), and the exact reason you believe it is incorrect.

We aim to acknowledge quickly and provide an initial response within ~7 business days where possible.

What happens if my card payment fails?

Step 1: invoice becomes due immediately when payment fails.

Step 2: if still unpaid 48 hours before your next scheduled visit, service can be paused.

Step 3: if still unresolved 48 hours before the following visit, recurring service may be canceled until balance is settled.

Are tips included?

Tips are optional. If tipped through Briance systems, 100% of the tip goes to the matched provider.

How should I prepare before a visit?

A quick declutter helps you get the most out of the booked time. If you have specific priorities, agree on them with your provider before the visit.

Can I provide entry instructions or an access device?

Yes for instructions: add building/entry details, parking notes, and access instructions in your profile or via official channels.

The physical access device itself is arranged directly with your provider. Keep your instructions current before each visit to avoid access issues and late-cancellation outcomes.

Can I leave a key or fob with Briance?

Briance does not keep, transport, or store any client keys, and is not part of the access arrangements between a client and their provider.

Access is between you and your provider. Several options are ones you can set up yourself: a code lockbox, building reception where the building allows it, or a smart lock. A code lockbox is usually the simplest to set up.

If you want to hand a key directly to your provider, that is between the two of you and entirely your choice.

Do I need to be home during service?

Not necessarily. Many customers provide secure access instructions in advance.

If you are not home, ensure contact availability for urgent access clarifications on visit day.

Can I request focus areas for a visit?

Yes. You agree on priorities directly with your provider.

Billing, cancellations, rescheduling, and claims go through Briance's official channels.

What if I am not satisfied with a visit?

Report concerns within 48 hours and include photos plus specific details of what was missed or unsatisfactory.

Include exact rooms/tasks impacted (for example, kitchen counters, bathroom mirrors, floors) so we can assess quickly.

Briance brings your report to your provider and administers the resolution between you: a return visit arranged with your provider, a credit, or a refund of amounts collected.

Can I request the same professional?

Yes. You can ask for the same provider, and matching follows their availability: illness, time off, or a full schedule can prevent it for a given visit.

Are arrival times guaranteed?

Arrival times/windows are estimates and can shift due to traffic, access delays, weather, route changes, or operational constraints.

If timing changes, we make reasonable efforts to communicate updates.

Do you bring supplies?

Each provider is an independent professional who brings their own products and their own equipment.

If you have allergies or product preferences, mention them so your provider knows.

What should I know about microfiber cloths and pads?

Microfiber cloths and reusable mop pads belong to your provider, along with the rest of their equipment. How they are cared for between visits is something you arrange with them.

Can I ask for add-on tasks?

Yes, ask your provider. Depending on the time booked, this may reduce coverage of other tasks in the same visit.

Are there tasks that are out of scope?

Yes. The platform covers standard residential cleaning. High-risk or specialized tasks are outside it: hazardous environments, risky exterior work, or specialized-care scenarios beyond standard residential cleaning.

Faced with an unsafe condition, your provider can pause or end the visit.

What is the reporting window for issues?

Report quality, damage, or missing-item concerns within 48 hours of the visit through official channels.

To speed review, include: visit date, item/area affected, what happened, when discovered, and clear photos.

Reports outside this window may be limited or denied under policy.

How are service-quality concerns handled?

Report the concern within the stated window. Briance brings your report to your provider and administers the resolution between you: a return visit arranged with your provider, a credit, or a refund of amounts collected.

Each situation is assessed case by case and must follow policy windows and evidence requirements.

What about damage or missing-item claims?

Claims must be submitted with enough detail to review (item/area, visit date, what happened, and supporting photos).

Briance may request additional documentation, proof of value, repair history, or inspection access before administering the resolution.

Please avoid repairing/replacing/discarding the affected item before review unless immediate safety action is required, as this can limit investigation.

Do you guarantee new-for-old replacement?

No. Briance administers the resolution between you and your provider: it may include a return visit, repair, limited replacement, or a refund of amounts collected, based on policy and fair-value principles.

Briance stands behind the transaction; the work is the provider's.

Why do official channels matter?

They create a single reliable record for scheduling, quality, billing, and dispute handling.

Messages sent outside official channels (for example directly to a provider's personal contact) may not count as formal notice.

Are calls or support messages recorded/logged?

Briance may log support communications and may record calls where applicable for quality, safety, and dispute-resolution purposes, with reasonable notice practices.

If you prefer not to use recorded channels, contact us via email or SMS through official support.

Can I ask for service in French or English?

Yes. Briance operates in French and English, and we will do our best to accommodate communication preferences where possible.

Do you sell my personal information?

No. Briance does not sell personal information. Data is used to operate services, support customers, and meet legal/operational obligations under our policy.

Why should I use official channels?

Official channels help us track requests accurately, coordinate quickly, and provide consistent support.