Terms of Service

Defined Terms

• “Briance” means Services Briance Inc., a company incorporated in Québec.
• “Platform” means www.briance.ca and the related booking, messaging, scheduling, and payment systems operated by Briance.
• “Services” means the platform services Briance provides: listing and matching, booking and scheduling tools, collection and remittance of payment as the Provider’s payment agent, official communication channels, and the administration of claims and resolutions described in these Terms.
• “Cleaning Services” means the residential cleaning work performed in a customer’s home. Cleaning Services are performed by independent Providers, not by Briance.
• “Provider” means an independent contractor, operating their own business, who accepts and performs a Visit through the Platform.
• “Visit” means one scheduled occurrence of Cleaning Services on a given date, performed by a Provider.
• “Membership” means a customer’s ongoing relationship with the Platform, on the terms described in Section 2.
• “Subscription” means the recurring booking arrangement and billing relationship between the customer and Briance for Visits booked through the Platform.
• “Cadence” means Every week, Every 2 weeks, or Every 4 weeks.
• “Arrival Window” means the estimated range of time in which a Provider expects to arrive.
• “Business Day” means Monday to Friday, excluding statutory holidays in Québec.

Cadence Clarifications

For booking 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 Provider’s personal contact channels are not Official Channels and are not notice to Briance for the purposes listed above.

“Authorized Personnel” means only Briance personnel and authorized representatives who reasonably need access to a customer communication in order to operate, support, or administer the Services: customer service representatives, support agents, marketing personnel (where relevant to communications the customer has initiated), and Briance management and administrators. Providers are not Briance personnel. A Provider receives only the booking information reasonably necessary to decide on and perform a Visit they have accepted.

1.1 Right to Refuse or Discontinue Access

Briance may refuse, suspend, pause, or terminate any Visit, Subscription, or Membership at any time where the relationship is no longer workable, where these Terms are not respected, or where continuing may negatively affect the well-being or safety of Briance personnel or of Providers on the Platform.

In some cases, the Platform is not the right fit for a customer’s expectations or needs. Where appropriate, Briance may end the Subscription and suggest alternative options.

1.2 What Briance Stands Behind

Briance stands behind the transaction: the booking, the collection and remittance of payment, the matching of a customer with a Provider, the Official Channels, and the administration of service concerns and claims under Sections 13 and 14.

The performance of the Cleaning Services, including their quality, methods, and coverage, is the responsibility of the Provider who performs them.

3.1 Card on File and Authorized Platforms

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

Briance collects the price of each Visit as the Provider’s payment agent and remits the Provider’s share to them on the Platform’s settlement cycle. The price shown to the customer includes the amount remitted to the Provider and Briance’s platform fee for the Services.

Briance does not accept cash, cheques, e-transfers, or any payment made outside its official platforms for Visits booked through the Platform. Providers are not permitted to take payment for such Visits 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. A tip may be given directly to a Provider in cash, or through the Platform, in which case one hundred percent (100%) of the tip goes to the Provider without fees.

3.5 Timing of Charges

Briance generally charges your card after a Visit is reported as completed through the Platform. 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 booking 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 Provider whose reserved time cannot reasonably be re-offered on short notice, and is remitted to that Provider.

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. Once a Subscription is active, Visits continue to be offered 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 shown is an estimate, not a guaranteed appointment time.

A Provider’s route may change due to traffic, weather, building access delays, last-minute cancellations, or unforeseen events.

Where an Arrival Window changes, Briance relays the update through the Official Channels where possible, and a Provider may also communicate it to you directly.

Rescheduling and Non-Performance

A Visit may be cancelled, postponed, or interrupted 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 to arrange a rescheduled Visit with a Provider who accepts it.

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 reasonable control, billing will be prorated based on time worked, unless the interruption is caused by a customer-controlled issue (for example, access or unsafe conditions), in which case Section 11 and/or Section 10 may apply.

Time worked may be determined using the Visit times reported through the Platform and reasonable estimates.

6.1 First Visit and Recurring Service

A first Visit in an unfamiliar home commonly covers less ground than later Visits in the same home, because time goes into learning the space.

This is a core reason the Platform is built around recurring Subscriptions rather than one-time bookings.

6.2 Additional Requests and Trade-Offs

Requests beyond what is listed may be raised with your Provider. Additional tasks can reduce coverage of other items during the same Visit.

9.1 Talking to Your Provider, and Using Official Channels

Customers and Providers may communicate directly about the work itself: access on the day, priorities for a Visit, product preferences, timing, and anything else concerning how the Visit is carried out. Briance does not sit between a customer and a Provider on those subjects.

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

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

Under their contract with Briance, Providers agree not to solicit customers introduced to them through the Platform for services outside the Platform, for six (6) months following the last Visit booked through Briance. That obligation is between Briance and the Provider and does not restrict a customer’s freedom to contract with anyone.

• 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 Provider uncomfortable will not be tolerated. A Provider may refuse or end a Visit immediately in such cases, and Briance may suspend or terminate the Membership.

9.3 Language and Communication Clarity

Briance communicates primarily in French and English. Providers on the Platform speak a range of languages, and Briance makes no representation about any Provider’s fluency.

Anything concerning the work can be raised with your Provider directly. Anything concerning scheduling, cancellations, billing, or claims goes through the Official Channels.

If language barriers cause repeated misunderstandings that materially affect the arrangement, Briance may require requests to be submitted through the Official Channels and/or may reassess the Subscription’s fit.

If you prefer a different Provider for language or communication reasons, Briance will make reasonable efforts to propose another one, subject to availability. If no suitable Provider is available, you may be asked to wait, or the Subscription may be ended if no workable option exists.

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

9.4 Recorded and Logged Communications; Authorized Access; Confidentiality

Recorded and logged communications. To operate the Platform and support scheduling accuracy, quality of the platform experience, safety, documentation, 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 and 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 in order to operate, support, or administer the Services. A Provider receives only the booking information reasonably necessary to decide on and perform a Visit they have accepted, and does not receive the communications of customers they are not matched with.

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

The Platform covers standard residential cleaning. Homes requiring specialized care, including but not limited to hoarding situations, elderly assistance, or mental health-related accommodations, are outside its scope.

Those situations call for specialized qualifications and support that the Platform does not cover.

If a booking is found to require specialized care at any point, Briance may pause or cancel it.

Prohibited and High-Risk Tasks

Tasks that pose safety risks to a Provider are outside the scope of the Platform. Providers are not expected to bring ladders or equipment for exterior windows or hazardous tasks.

Where a customer requests higher-risk or non-standard tasks (for example, balcony cleaning, heavy lifting, exterior work), those tasks fall outside the Platform and a Provider may decline them. Where such tasks are performed, coverage of the rest of the Visit may be reduced.

Unsafe Environments

Briance has zero tolerance for unsafe environments. Where a home environment is unsafe or creates health, safety, or legal concerns, a Provider may end the Visit immediately, and Briance may 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 Provider 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 the customer cannot be reached and the home cannot be accessed due to missing or incorrect information, or if access cannot be obtained within a reasonable time, the Visit may be cancelled or skipped.

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.

13.1 Briance Home Protection (Program Description)

“Briance Home Protection™” is the name of Briance’s claims-administration process: how a report is received, documented, brought to the Provider, assessed against these Terms, and resolved.

Briance Home Protection™ is not an insurance policy, does not insure the work performed by a Provider, does not transfer the Provider’s responsibility to Briance, and does not create warranties or expand Briance’s obligations beyond what is expressly stated in these Terms, including the reporting requirements in this Section 13, the resolutions in Section 14, and the limitations in Section 16.

13.2 Booking documentation

You authorize Briance to create and retain reasonable booking and service records (including timestamps, checklists, and photos of service areas or specific issues when needed for 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 the claim to be reviewed, including by providing photos, having the matter brought to the Provider concerned, and, where appropriate, allowing 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 the claim has been reviewed. If the review is materially prejudiced because the condition was altered, repaired, replaced, discarded, or insufficiently documented, the claim may be denied or limited to the fullest extent permitted by law.

Pricing Principles

Prices for Visits are published by the Platform. A Provider is free to accept or decline any Visit offered at the published price, and a customer books at the published price.

Pricing reflects the selected Cadence, the home, and the scope requested.

The price paid by the customer includes the amount remitted to the Provider and Briance’s platform fee for the Services.

When Pricing May Change

Pricing is not an acquired right and may be updated at any time, including (without limitation) due to cost increases, service area considerations, updated pricing models, or where Briance determines that current pricing is no longer appropriate for the home’s size, condition, or requested scope.

If a pattern of cancellations alters the effective Cadence of a Subscription, pricing may be adjusted to reflect the actual cadence (for example, 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 booking through the Platform after a pricing update constitutes acceptance of the updated pricing.

Who Is Responsible for What

Briance is not a party to the contract for the Cleaning Services. The Provider who performs a Visit is responsible for the performance of that Visit, including its quality, the methods used, and any damage caused in the course of it, and carries their own liability insurance for that purpose.

Briance is responsible for the Services it provides: operating the Platform, taking and confirming bookings, collecting and remitting payment as the Provider’s payment agent, maintaining the Official Channels, and administering claims and resolutions under Sections 13 and 14.

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, including under the Consumer Protection Act (Québec).

For clarity, any reimbursements or resolutions administered under Sections 13 and 14 are included within (and do not increase) the liability limits set out in this Section 16, to the fullest extent permitted by law.