Terms of Service

Defined Terms

• “Services” means the residential cleaning services provided by Briance.
• “Membership” means Briance’s relationship-based service model.
• “Subscription” means the recurring service arrangement and billing relationship.
• “Visit” means one scheduled occurrence of Services on a given date.
• “Home Manager” means an independent contractor service provider engaged by Briance to perform a Visit.
• “Cadence” means Every week, Every 2 weeks, or Every 4 weeks.
• “Arrival Window” means the estimated range of time in which a Home Manager may arrive.
• “Business Day” means Monday to Friday, excluding statutory holidays in Québec.

Cadence Clarifications

For operational, scheduling, and billing purposes, Cadence always means Every week, Every 2 weeks, or Every 4 weeks.

“Monthly” means Every 4 weeks (not a fixed calendar date each month).

“Bi-weekly” means Every 2 weeks (not twice per week).

Official Channels and Authorized Personnel

“Official Channels” means the only authorized communication channels for scheduling, cancellations, rescheduling, complaints, claims, billing matters, and account requests. Official Channels are: email to info@briance.ca, and/or phone call or SMS to (438) 796-4418, and/or Briance’s booking/customer portal or messaging systems where available.

Messages sent to a Home Manager’s personal contact channels are not Official Channels.

“Authorized Personnel” means only Briance personnel and authorized representatives who reasonably need access to a customer communication to perform or support the Services, including the assigned Home Manager where access is reasonably necessary for the Visit, customer service representatives, sales/support agents, marketing personnel (where relevant to communications the customer has initiated), and Briance management/administrators. Communications are not shared broadly with other Home Managers who are not assigned to the customer.

3.1 Card on File and Authorized Platforms

All Services require a valid credit card stored on file. Payments are processed exclusively through authorized platforms, including Zenbooker, Stripe, and Authorize.net.

Briance does not accept cash, cheques, e-transfers, or any payment made outside its official platforms. Home Managers, as independent contractor service providers, are strictly prohibited from handling payments outside Briance’s official platforms.

3.2 Declined Payments, Invoices, Interest, and Collections

If a payment is declined, an invoice becomes immediately due and payable the same day.

Any outstanding balance for more than thirty (30) days will accrue interest at a rate of two percent (2%) per month, up to twenty-four percent (24%) per year. If the balance remains unpaid after ninety (90) days, Briance reserves the right to transfer the account to a collection agency and recover any reasonable costs associated with collection, where permitted by law.

3.3 Automatic Pause and Cancellation for Non-Payment

If there is an outstanding balance and it remains unpaid forty-eight (48) hours prior to a scheduled Visit, the Subscription may be automatically paused until payment is received.

Should payment remain unresolved forty-eight (48) hours prior to the subsequent Visit, Briance may cancel the Subscription and initiate unpaid invoice recovery procedures.

3.4 Tips

Tips are optional. Tips may be provided directly to Home Managers in cash or through our systems, in which case one hundred percent (100%) of the tip goes to the Home Manager without fees.

3.5 Timing of Charges

Briance generally charges your card after a Visit is marked as completed in our systems. Charges may be processed immediately after the Visit, later the same day, or, in exceptional cases, within the following days due to operational or processing delays.

If you request a cancellation within forty-eight (48) hours of a scheduled Visit and a cancellation fee applies under Section 4, the cancellation fee will be charged at the time of cancellation.

If Briance reasonably determines that a Visit was performed but was not billed due to an administrative or technical error, Briance reserves the right to process the payment later for that completed Visit, provided such charge is applied within a reasonable time and no later than ninety (90) days after the Visit, except where a longer period is required to correct a payment processor error.

3.6 Billing Disputes

If you believe a charge is incorrect, you agree to contact Briance first through an Official Channel and provide a reasonable opportunity for us to investigate and resolve the issue. Briance will acknowledge billing disputes and, where possible, provide a response within seven (7) Business Days, although some investigations may require more time.

If you initiate a chargeback or payment dispute without first contacting us, or while we are actively working in good faith to resolve your complaint, Briance may pause your Subscription and suspend future Visits until the dispute is resolved.

This pause is an operational measure and does not waive any fees properly owed under these Terms.

You authorize Briance to submit relevant account, scheduling, communications, and service records (including timestamps, service notes, photos or messages provided by you, and confirmation of these Terms and any applicable booking confirmation) to payment processors and financial institutions to respond to, contest, or resolve disputes.

Where permitted by law, if a chargeback is decided in Briance’s favor or is withdrawn, you agree that Briance may recover any reasonable chargeback/dispute fees charged to Briance by the payment processor.

Notice Windows and Fees

• Customers may cancel a Subscription or individual Visits at any time, provided notice is given at least forty-eight (48) hours prior to the scheduled Visit, at no cost.
• Cancel or reschedule at least forty-eight (48) hours before a Visit: no fee.
• Cancellations or modifications made within forty-eight (48) hours of the scheduled Visit are subject to a fee equal to fifty percent (50%) of the Visit price. This fee compensates the assigned Home Manager for reserved availability that cannot reasonably be reassigned on short notice.

How Cancellation Is Recognized

No-response does not equal cancellation. Not replying to messages, reminders, or follow-ups does not cancel a Visit or Subscription and does not waive any applicable fees. Cancellation must be explicitly communicated through Briance’s Official Channels.

Recurring Subscription Rules

Membership is recurring by default. Briance services are not provided on a per-request basis. Once a Subscription is active, Visits continue according to the selected Cadence unless you explicitly cancel or reschedule.

Canceling one Visit does not cancel the Subscription. Skipping or canceling a specific Visit does not automatically end the Membership or future Visits.

Subscription cancellation requires notice. To end the Subscription entirely, you must clearly communicate that you wish to cancel the Subscription, and the same 48-hour notice rule applies to avoid fees for the next scheduled Visit.

Repeated last-minute cancellations may result in Subscription reassessment, pricing adjustments, or termination.

Arrival Window Expectations

Any scheduled time or Arrival Window provided is an estimate and not a guaranteed appointment time.

Routes may change due to traffic, weather, building access delays, last-minute cancellations, operational needs, or unforeseen events.

Briance may adjust Arrival Windows on the day of service and will make reasonable efforts to communicate updates when possible.

Rescheduling and Non-Performance

Briance may reschedule, shorten, or cancel a Visit due to events beyond reasonable control (including severe weather, emergencies, sudden illness, building closures, power outages, or other unforeseen events).

Where this occurs, Briance will make reasonable efforts to notify the customer and reschedule.

No charge applies where a Visit is not performed.

Proration When Work Is Interrupted

If a Visit is partially performed and then must end due to events beyond Briance’s reasonable control, billing will be prorated based on time worked, unless the interruption is caused by a customer-controlled issue (e.g., access, unsafe conditions), in which case Section 11 and/or Section 10 may apply.

Time worked may be determined using Briance’s internal time records and reasonable estimates.

6.1 First Visit and Routine Building

The first Visit may require additional time for the Home Manager to familiarize themselves with the home and establish an effective routine. It is normal for coverage to improve over subsequent Visits as routines are refined.

This is a core reason Briance operates on a maintenance-based Subscription model rather than one-time services.

6.2 Additional Requests and Trade-Offs

Requests beyond the standard checklist may be discussed; however, additional tasks can reduce coverage of other items during that Visit.

9.1 Official Channels Only

Customers and Home Managers may communicate on-site during a Visit as needed for service delivery. However, exchanging personal contact information or using private channels is strictly prohibited.

All scheduling, cancellations, rescheduling, complaints, claims, billing disputes, service requests, and account matters must be communicated through Briance’s Official Channels only:

Messages sent to a Home Manager directly (including personal phone numbers, personal emails, or social media) are not valid for these purposes and will not be treated as notice to Briance.

Home Managers are prohibited from soliciting or servicing customers outside Briance.

• Email: info@briance.ca
• Phone / SMS: (438) 796-4418
• Booking/customer portal or systems: where available

9.2 Zero-Tolerance Conduct

Harassment, disrespectful behavior, discriminatory remarks, sexual comments or allusions, or any conduct that makes a Home Manager uncomfortable will not be tolerated. Briance and assigned Home Managers reserve the right to refuse or end a Visit immediately in such cases.

9.3 Language and Communication Clarity

Briance communicates primarily in French and English. We may assign Home Managers whose first language is not French or English, and we do not guarantee perfect fluency.

Customers agree to provide instructions and requests clearly through Briance’s Official Channels.

If language barriers cause repeated misunderstandings that materially impact service quality or safety, Briance may require instructions to be submitted through the Official Channels and/or may reassess the Subscription’s fit.

If you prefer a different Home Manager for language/communication reasons, we will make reasonable efforts to switch when possible, but we cannot guarantee immediate availability. If no suitable replacement is available, we may ask you to wait or we may cancel service if no workable option exists and you do not wish to wait.

Language preference or mismatch is not, on its own, grounds to waive cancellation fees or other charges under these Terms.

If anything needs to be communicated to your Home Manager, contact Briance through the shared support line and we will relay it directly.

9.4 Recorded and Logged Communications; Authorized Access; Confidentiality

Recorded and logged communications. To support service delivery, quality assurance, training, safety, documentation, scheduling accuracy, and dispute resolution, Briance may record telephone calls and may log and retain communications made through the Official Channels (including SMS and email). Briance will only collect and use such information for purposes a reasonable person would consider appropriate in the circumstances and in accordance with applicable privacy law.

Consent / alternatives. Briance will make reasonable efforts to inform you when call recording is enabled. By communicating with Briance through the Official Channels after receiving notice that recording may occur, you consent to such recording. If you do not wish to be recorded, you may communicate with Briance by email at info@briance.ca or by text message to (438) 796-4418.

Authorized Personnel only. Communications and records are accessible only to Authorized Personnel on a need-to-know basis to perform, support, supervise, or administer the Services. Communications are not shared broadly with Home Managers who are not assigned to the customer.

Confidentiality. Briance personnel with access to customer communications and records are subject to confidentiality obligations (including contractual confidentiality and/or non-disclosure obligations) and are required to handle customer information responsibly.

Out-of-Scope Specialized Care

Briance does not provide services for homes requiring specialized care, including but not limited to hoarding situations, elderly assistance, or mental health-related accommodations.

Such services require specialized training and support outside Briance’s scope.

If a service is found to require special care at any point, Briance may pause or cancel the booking.

Prohibited and High-Risk Tasks

Tasks that pose safety risks to Home Managers are strictly prohibited. Briance does not provide ladders or equipment for exterior windows or hazardous tasks.

If a customer requests higher-risk or non-standard tasks (e.g., balcony cleaning, heavy lifting, exterior work), Briance may decline the task, and coverage of the standard checklist may be reduced if such tasks are performed.

Unsafe Environments

Briance has zero tolerance for unsafe environments. If, in Briance’s reasonable judgment, a home environment is unsafe or creates health, safety, or legal concerns for a Home Manager, Briance may immediately end the Visit, skip the Visit, pause the Subscription, or cancel service. Examples include (without limitation): drugs or drug paraphernalia (including needles) left accessible, weapons, evidence of illegal activity, biohazards, or any environment or materials that make a Home Manager reasonably feel unsafe or uncomfortable, including sexually inappropriate or explicit environments.

Customer Access Responsibilities

Customers are responsible for ensuring accurate address details, entry instructions, parking/building access information, and any other required access details are provided and kept up to date.

For time-sensitive access issues on the day of service, customers agree to remain reachable via an Official Channel (phone/SMS at (438) 796-4418 or email at info@briance.ca).

Unreachable Customer Outcome

If Briance is unable to reach the customer and/or access the home due to missing or incorrect information, or if access cannot be obtained within a reasonable time, Briance may cancel or skip the Visit.

Where the issue is within the customer’s control, the Visit will be treated as a late cancellation and the applicable fee under Section 4 will apply.

12.1 Loss and Recovery

If an Access Device is misplaced or lost, Briance will take reasonable steps to recover it (including use of tracking technology where applicable). Because Access Devices are anonymized and not directly linked to a customer’s address, a loss does not automatically create a safety risk or require rekeying.

12.2 Key Replacement; Reasonable Safety Concern; Cap

If Briance loses a customer Access Device due to Briance’s fault, and there are objective indicators that the loss creates a reasonable safety concern for the customer (for example, the Access Device is labeled, stored, or transported in a way that could reasonably connect it to the customer’s address, or building/security policies require rekeying or replacement), Briance will reimburse reasonable locksmith and rekeying costs up to $500 CAD (taxes included) upon receipt. Rekeying or replacement reimbursement is available only where rekeying/replacement is reasonably necessary, and is subject to Briance’s confirmation of the objective indicators above.

This reimbursement excludes building-wide system changes, condominium access system reprogramming, access-card/fob re-issuance fees charged by third parties, and upgraded/high-security hardware unless expressly authorized by the customer in advance. Briance may, at its discretion, arrange the locksmith directly.

If the loss is not attributable to Briance, or if rekeying/replacement is requested for reasons unrelated to a reasonable safety concern arising from the loss, the customer remains responsible for all related costs.

12.3 Risk Allocation

While Briance takes reasonable measures to secure Access Devices, the customer acknowledges the inherent risks of providing physical access to a home. To the fullest extent permitted by law, Briance is not responsible for misuse or unauthorized access by third parties should an Access Device be lost, found, duplicated, or accessed by a third party, except as expressly set out in the “Key replacement; reasonable safety concern; cap” remedy above. Any reimbursement provided under this Section 12 counts toward (and does not increase) Briance’s total aggregate liability cap in Section 16, to the fullest extent permitted by law.

13.1 Briance Home Protection (Program Description)

“Briance Home Protection™” describes Briance’s internal process for receiving, assessing, and resolving eligible service-related claims, and may reflect the existence of Briance’s commercial liability insurance. Briance Home Protection™ is not a separate insurance policy provided to customers and does not create additional warranties or expand Briance’s liability beyond what is expressly stated in these Terms, including the reporting requirements in Section 13, the remedies in Section 14, and the limitations in Section 16.

13.2 Service documentation

You authorize Briance to create and retain reasonable service records (including timestamps, checklists, and photos of service areas or specific issues when needed for quality assurance, claims handling, or billing disputes). Briance will avoid capturing sensitive personal information where reasonably possible.

13.3 Preservation of condition; inspection; no unauthorized repair

The customer agrees to preserve the affected item or area in substantially the same condition for a reasonable period to allow Briance to review the claim, including by requesting photos, discussing the matter with the assigned Home Manager(s), and, where appropriate, arranging an inspection. Except where immediate action is reasonably necessary to prevent further damage or for safety reasons, the customer should not repair, replace, discard, materially alter, or commission third-party work on the affected item or area before giving Briance a reasonable opportunity to review the claim. If Briance is materially prejudiced in its investigation because the condition was altered, repaired, replaced, discarded, or insufficiently documented before review, Briance may deny or limit the claim to the fullest extent permitted by law.

Pricing Principles

All prices are non-negotiable.

Pricing reflects the selected Cadence, operational requirements, and fair compensation for assigned Home Managers.

When Pricing May Change

Pricing is not an acquired right and may be changed by Briance at any time, including (without limitation) due to cost increases, operational changes, service area considerations, updated pricing models, or where Briance determines that the current pricing and/or time allocation is no longer appropriate for the home’s needs or expectations.

If a pattern of cancellations alters the effective Cadence of a Subscription, Briance may adjust pricing accordingly to reflect the actual service cadence (e.g., recurring cancellations that effectively convert an “Every week” Subscription into an “Every 2 weeks” cadence).

Acceptance of Updated Pricing

Where pricing is updated, customers may accept the revised pricing or cancel the Subscription in accordance with these Terms.

Continued use of the Services after a pricing update constitutes acceptance of the updated pricing.

No Indirect Damages

No indirect damages. To the fullest extent permitted by law, Briance is not liable for any indirect, incidental, special, punitive, exemplary, or consequential damages (including loss of profit, loss of use, loss of data, or business interruption) arising out of or relating to the Website or the Services, even if advised of the possibility of such damages.

Liability Cap

Liability cap. To the fullest extent permitted by law, Briance’s total aggregate liability for any claim arising out of or relating to the Services (whether in contract, civil liability/tort, warranty, strict liability, or otherwise) will not exceed the greater of: (a) the amount paid for the Visit giving rise to the claim, or (b) the total amount paid to Briance in the last sixty (60) days, but in any event not exceeding $1,000 CAD.

Carve-Outs and Statutory Rights

Carve-outs. Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited, including liability for bodily or moral injury, or for intentional or gross fault.

Statutory rights. These Terms do not affect rights and remedies that cannot be waived under applicable law.

For clarity, any reimbursements or remedies provided under Sections 12–14 are included within (and do not increase) the liability limits set out in this Section 16, to the fullest extent permitted by law.