Terms & Conditions

These Terms & Conditions (the “Terms”) govern your access to and use of houmse.com, any related booking flow, quote form, messaging channel, support channel, web page, mobile experience, email, SMS communication, and all related services made available by Houmse Inc. ("Houmse,” “we,” “us,” or “our”) (collectively, the “Platform”).

By accessing the Platform, requesting a quote, submitting a service request, booking, rescheduling, paying for, or otherwise using services arranged through Houmse, you agree to be bound by these Terms, our Privacy Policy, and any additional policies, booking disclosures, service descriptions, and checkout terms presented to you before your booking is completed, including without limitation our Refund, Cancellation & Payment Policy and any service-specific rules then in effect (collectively, the “Booking Policies”).

If you do not agree to these Terms, do not use the Platform or book services through Houmse.

1. Supplier Information

Supplier: Houmse Inc.
Website: https://houmse.com
Email: info@houmse.com
Telephone: +1 437 898 4059
Business Address: 111 Peter St, Suite 902, Toronto, ON M5V 2H1, Canada

2. Definitions

In these Terms:

“Booking” means any request, quote acceptance, scheduling, rescheduling, or confirmed order for cleaning services arranged through Houmse.
“Charges” means all amounts payable in connection with a Booking, including service fees, add-ons, additional time, parking, taxes, cancellation fees, no-access fees, no-show fees, late change fees, minimum charges, chargeback-related losses to the extent permitted by law, and any other amounts validly payable under these Terms or the Booking Policies.
“Customer”, “you”, or “your” means the person or entity requesting, authorizing, or paying for a Booking.
“Property” means the residence, condo, apartment, townhouse, or other approved location where the services are to be performed.
“Provider” means the independent cleaner, service provider, contractor, or team assigned to perform the cleaning services.
“Services” means the residential cleaning services confirmed for a Booking, including standard cleaning, deep cleaning, move-in cleaning, move-out cleaning, and any approved add-ons.
“Appointment Window” means the scheduled service time or arrival window communicated by Houmse.

3. About Houmse and Nature of the Platform

Houmse operates a managed online marketplace and service coordination platform for residential cleaning services.

Houmse may facilitate, among other things:

intake and review of service requests;
quote preparation and pricing communication;
scheduling and assignment of Providers;
payment authorization, collection, and administrative processing;
customer communications, follow-up, and support; and
complaint intake, re-service coordination, and issue-resolution review in accordance with these Terms and the Booking Policies.

Important relationship disclosure:

Houmse does not itself perform the hands-on cleaning work.
Cleaning services are performed by independent Providers.
Providers are not employees of Houmse.
Houmse may present pricing, collect payment, issue invoices or receipts, coordinate support, and manage the booking experience, but Houmse is not an employer, partner, or joint venturer of any Provider.

Unless Houmse expressly states otherwise in writing for a specific Booking, Houmse acts as the platform operator, booking coordinator, and payment collection facilitator/agent for Services arranged through the Platform.

4. Eligibility and Authority to Book

You may use the Platform only if:

you are at least the age of majority in your jurisdiction of residence;
you have the legal capacity to enter into a binding agreement; and
you will use the Platform only for lawful purposes.

If you book on behalf of another person, family member, tenant, landlord, owner, property manager, corporation, or other entity, you represent and warrant that you have full authority to do so and to bind that person or entity to these Terms.

5. Order-Specific Disclosures and Internet Agreement Compliance

Before a Booking is completed, Houmse will present or otherwise make available the material booking details then known to us, which may include:

the service description;
the service address;
the scheduled date or Appointment Window;
the quoted or estimated pricing;
applicable add-ons;
taxes;
any known additional charges or categories of additional charges that may apply;
the applicable cancellation, rescheduling, and payment rules; and
these Terms and the Booking Policies, whether directly or by accessible link.

By completing a Booking, you acknowledge that you had an opportunity to review and save or print those materials.

Houmse may send you an electronic copy of your booking confirmation, invoice, receipt, summary of terms, or related contract records by email, SMS link, account portal, or other electronic means that allow retention and future reference.

6. Booking Information and Customer Representations

When requesting or booking Services, you must provide complete, accurate, and non-misleading information, including as applicable:

the correct Property address;
the requested service type;
approximate square footage, if requested;
number of bedrooms, bathrooms, and other relevant rooms or areas;
level of dirt, buildup, clutter, and any unusual conditions;
whether the Property is occupied, vacant, move-in, move-out, post-renovation, or otherwise unusual;
whether pets are present;
parking, concierge, elevator, building, alarm, access code, buzzer, lockbox, or entry restrictions;
whether there are mould, pests, bodily fluids, biohazards, smoke damage, strong odours, hoarding conditions, or other safety issues; and
any requested add-ons or special instructions.

By making a Booking, you represent, warrant, and agree that:

you have the legal right to authorize entry to the Property and performance of the Services;
the information you provide is materially complete and accurate;
the Property is reasonably safe for entry and cleaning;
necessary utilities, including running water, electricity, and lighting, will be available unless otherwise agreed in writing;
any person present at the Property will behave safely and respectfully; and
you will secure or remove valuables, fragile items, sentimental items, confidential documents, cash, jewelry, firearms, controlled substances, hazardous items, and any other property that should not reasonably be handled during routine cleaning.

Houmse and the Provider are entitled to rely on the information you provide. If the actual size, condition, occupancy status, access conditions, risk profile, or scope of the job materially differs from the information disclosed at booking, Houmse and/or the Provider may, in their reasonable discretion:

revise the price;
change the service category;
reduce, modify, or refuse part of the scope;
require additional time or additional Charges;
reschedule the Booking; or
decline, stop, or cancel the Booking.

7. Scope of Services and Excluded Work

The scope of each Booking is limited to the Services expressly confirmed by Houmse.

Unless Houmse expressly confirms otherwise in writing, the Services do not include:

mould remediation;
biohazard cleanup;
cleaning involving human or animal waste beyond normal residential cleaning, bodily fluids, needles, medical waste, or infectious or hazardous materials;
hoarding or extreme clutter remediation;
pest or rodent infestation cleanup;
post-construction or post-renovation debris removal beyond ordinary light dust or surface cleaning expressly included in the Booking;
moving heavy furniture, appliances, or items that reasonably create risk of injury or damage;
removal of excessive garbage, bulk waste, or hazardous waste;
stain removal where the stain is set, permanent, or beyond ordinary cleaning methods;
restoration work;
exterior or high-reach work requiring ladders, specialized fall protection, or unsafe access;
cleaning inaccessible, locked, or structurally unsafe areas;
repair, installation, plumbing, electrical, or handyman work;
any service not specifically included in the confirmed Booking.

Houmse and the Provider may determine, in their reasonable discretion, whether on-site conditions fall outside normal residential cleaning scope.

8. Quotes, Estimates, and Pricing

Quotes, starting prices, estimates, and price ranges are based on the information available at the time they are given. Unless Houmse expressly states in writing that a price is fixed, all quotes are estimates only and may be revised if the actual scope, condition, size, access, or time requirements differ from what was disclosed.

Pricing may be based on one or more of the following:

service type;
Property size;
number of rooms and bathrooms;
expected labour time;
condition of the Property;
urgency, timing, or date requested;
requested add-ons; and
other job-specific operational factors.

You agree that:

applicable taxes may be added unless expressly stated otherwise;
add-ons or approved extra work may result in additional Charges;
disclosed or reasonably incurred parking, toll, disposal, supply, waiting, or access-related costs may be charged where applicable;
Houmse may impose a disclosed minimum charge; and
where a revised quote is required after arrival or inspection, the Provider may pause work until the revised scope and price are accepted, or the Booking may be reduced, rescheduled, or cancelled.

9. Payment Authorization, Processing, and Collection

By providing a payment method and completing a Booking, you authorize Houmse and its third-party payment processor(s) to:

verify your payment method;
place a pre-authorization or temporary hold for some or all anticipated Charges;
charge your payment method for all Charges validly due under these Terms and the Booking Policies; and
store or tokenize your payment credentials as permitted by law and the payment processor’s systems.

You agree that Houmse may charge your payment method for, without limitation:

the booked Services;
additional time or labour approved by you or reasonably necessitated by materially inaccurate booking details or unexpected but disclosed on-site conditions;
approved add-ons;
cancellation, rescheduling, no-show, no-access, waiting, or minimum charges;
applicable taxes; and
unpaid balances, failed payment retry amounts, and chargeback-related losses to the extent permitted by law.

If your payment fails, is declined, is reversed, or is subject to chargeback, you remain responsible for the full amount due. Houmse may:

retry the payment;
require an alternate payment method;
suspend future bookings;
deny credits, promotions, or loyalty benefits;
offset credits otherwise owed to you; and/or
take other lawful steps to recover amounts due.

10. Scheduling, Arrival Windows, and Delays

Houmse will use commercially reasonable efforts to schedule Services within the Appointment Window communicated to you. However, appointment times and arrival windows are estimates only unless Houmse expressly guarantees otherwise in writing.

Traffic, weather, labour availability, illness, building access issues, earlier jobs running long, emergencies, and other factors may affect timing. A delay does not automatically entitle you to cancel without charge or receive a refund unless required by law or expressly stated in the Booking Policies.

If a Provider is materially delayed, Houmse may, in its discretion, reschedule the Booking, assign a different Provider, adjust the scope, offer a credit, or offer another reasonable accommodation.

11. Refunds, Cancellations, Rescheduling, No-Show, and No Access

All matters relating to cancellations, refunds, rescheduling, payment adjustments, no-access events, late changes, and minimum charges are governed by Houmse’s Refund, Cancellation & Payment Policy, as updated from time to time, in addition to these Terms.

Summary only: unless Houmse confirms otherwise in writing for a specific Booking,

cancellations or rescheduling requests made with more notice may be free of charge;
late cancellations or late rescheduling may result in a partial charge;
once a Provider has been dispatched, is en route, or has arrived, a larger charge, including up to the full service amount, may apply;
once cleaning has started, charges may apply based on the time spent, work completed, and the circumstances.

If the Provider cannot access the Property or cannot reasonably start or continue the Services because of any issue attributable to you or the Property, including without limitation:

no answer at the door;
incorrect address;
missing key, fob, buzzer, lockbox, or entry instructions;
no elevator access where needed;
unsafe conditions or unsafe persons at the Property;
unsecured pets;
lack of required utilities;
materially inaccurate job description;
blocked, inaccessible, or unready work areas;
unexpected hazardous, unsanitary, or prohibited conditions;

then the Booking may be treated as a no-show, no-access, or customer-caused cancellation event, and the applicable charges under the Booking Policies may apply, including up to the full booking amount where permitted.

If there is any conflict between the summary wording in these Terms and the more specific wording of the then-current Refund, Cancellation & Payment Policy, the Booking Policy will govern for that issue to the maximum extent permitted by law.

12. Customer Responsibilities at the Property

You agree to:

provide safe and timely access to the Property;
ensure the Property is reasonably suitable for the Services requested;
secure pets or clearly disclose their presence in advance;
secure valuables and fragile items before the Appointment Window;
disclose known leaks, mould, pests, bodily fluids, sharp objects, hazardous materials, illegal activity, or unsafe conditions before service;
ensure minors are supervised and do not interfere with the Services; and
promptly inspect the work and report any concerns in accordance with these Terms and the Booking Policies.

If a Provider reasonably believes conditions are unsafe, illegal, abusive, materially different from the Booking, or outside the booked scope, the Provider may refuse to start or may stop the Services immediately.

13. Independent Providers; Screening and Verification Disclaimer

All Providers are independent contractors and not employees of Houmse. Houmse does not control the specific hands-on manner or method by which each Provider performs the physical cleaning work, although Houmse may establish platform rules, service expectations, communication standards, scheduling procedures, support processes, and payment procedures.

Houmse may, but is not required to, conduct limited screening, onboarding review, identity verification, document review, insurance review, qualification review, customer review monitoring, or performance monitoring with respect to Providers.

Important disclaimer: unless Houmse expressly states otherwise in writing for a specific Provider or service, Houmse does not guarantee:

the accuracy, completeness, or ongoing validity of any background, identity, licence, insurance, qualification, experience, or screening information;
that any Provider is licensed, fully insured, or certified for every possible circumstance;
that any Provider will meet every customer expectation or preferred method of work.

Any references on the Platform to a Provider being screened, reviewed, background-checked, ID-verified, insured, qualified, top-rated, or similar language describe only Houmse’s internal or limited platform-related processes and do not constitute a guarantee, certification, endorsement, or warranty.

14. Quality Issues, Re-Service, Credits, and Refund Review

Houmse wants customers to have a good experience. If you believe the Services were incomplete or materially below the confirmed scope, you must notify Houmse promptly.

Unless a longer period is required by law or specifically promised by Houmse in writing, quality-related concerns must be reported within 24 hours after service completion.

To assess a complaint, Houmse may require:

a reasonably detailed description of the issue;
clear photos or videos;
access to the Property for review or re-service;
confirmation that the affected area has not been materially altered, re-cleaned, or repaired by you or a third party before review, except where immediate action was reasonably necessary to prevent further damage or address health and safety.

If Houmse determines, acting reasonably based on the information available, that a complaint is substantiated and falls within the confirmed scope of the Booking, Houmse may, in its discretion:

arrange a re-clean of the affected area;
provide a partial credit;
provide a partial or full refund for the affected portion of the Services; or
deny the claim where no remedy is warranted.

Without limiting any legal rights that cannot be excluded by law, complaints are generally not eligible for re-service, credit, or refund where they relate to:

conditions not reported within the required timeframe;
dust resettling after service;
issues outside the confirmed scope;
normal wear and tear;
pre-existing staining, etching, rust, corrosion, deterioration, damage, or defective surfaces;
inaccessible or blocked areas;
dissatisfaction based solely on expectations not included in the Booking;
issues caused by inaccurate booking details;
contamination or damage caused after completion by occupants, guests, pets, or other third parties.

15. Property Damage and Claims

If you believe property damage occurred during the Services, you must notify Houmse as soon as reasonably possible and, unless impracticable, no later than 24 hours after discovery.

You agree to:

provide truthful, complete, and prompt information;
provide photos, videos, receipts, repair estimates, or other reasonably requested information;
preserve the item or area for inspection where reasonably possible; and
not discard, repair, replace, or materially alter the item before Houmse has had a reasonable opportunity to review the claim, unless immediate action is reasonably necessary for safety or to prevent further damage.

Houmse may investigate, communicate with the Provider, communicate with insurers, request documents, and review relevant records. Houmse’s review of a claim, request for information, goodwill gesture, or effort to facilitate resolution does not constitute an admission of liability.

16. Off-Platform Services and Payments Excluded

Houmse’s booking support, payment review, complaint handling, re-service review, credits, goodwill measures, and refund review apply only to Bookings that are:

requested or confirmed through Houmse; and
paid through Houmse using an approved Houmse payment flow, unless Houmse expressly authorizes another method in writing.

If you choose to:

pay a Provider directly outside Houmse;
hire or rehire a Provider outside Houmse;
move part or all of the work off-platform; or
otherwise bypass Houmse’s booking and payment systems,

then that off-platform arrangement is outside Houmse’s service framework, and Houmse will have no obligation to provide booking support, complaint review, re-service, credits, refunds, claim handling, or any Houmse-related protections for that off-platform work, except to the extent required by law.

17. No Circumvention / Off-Platform Hiring Restriction

To protect the value Houmse creates in sourcing, assigning, supporting, and managing Provider relationships, you agree that you will not knowingly solicit, contract with, or engage outside Houmse a Provider first introduced to you through Houmse for substantially similar services during the 12 months following your most recent Houmse Booking with that Provider, unless Houmse gives written permission.

If you breach this section, Houmse may suspend your account, decline future services, revoke credits or promotions, and seek reasonable damages, costs, or administrative fees to the extent permitted by law.

18. Photos, Documentation, and Verification

Houmse and/or Providers may take or request photos, videos, notes, timestamps, check-in/check-out records, communication logs, and related documentation before, during, or after a Booking for legitimate business purposes, including:

quote preparation;
scope verification;
quality control;
support and complaint handling;
fraud prevention;
chargeback defence;
safety review;
training;
insurance review; and
legal compliance.

By using the Platform, you consent to Houmse’s collection, use, retention, and disclosure of such documentation in accordance with these Terms and our Privacy Policy.

19. Customer Conduct and Prohibited Activities

You agree not to:

provide false, misleading, incomplete, or fraudulent information;
abuse, threaten, harass, discriminate against, or endanger Houmse staff or any Provider;
request unlawful, unsafe, abusive, or prohibited work;
interfere with a Provider’s ability to perform the Services safely;
misuse credits, discounts, payment systems, refunds, complaints, or chargebacks;
scrape, crawl, copy, monitor, reverse engineer, or interfere with non-public parts of the Platform;
use the Platform in any way that may harm Houmse, other customers, or Providers.

Houmse may refuse or cancel service, suspend access, or decline future bookings where we reasonably believe you have violated these Terms or created safety, legal, reputational, operational, or fraud-related risk.

20. Intellectual Property and Site Use Rights

The Platform, including its design, layout, branding, logos, trade names, text, graphics, images, booking flow, site content, compilations, and software, is owned by or licensed to Houmse and is protected by applicable intellectual property laws.

Except as expressly permitted by these Terms, you may not:

copy, reproduce, republish, distribute, modify, create derivative works from, display, scrape, harvest, or commercially exploit any part of the Platform;
use Houmse’s name, logo, or branding without prior written permission;
reverse engineer, decompile, or attempt to extract source code from any part of the Platform, except where such restriction is prohibited by law.

All rights not expressly granted are reserved by Houmse and its licensors.

21. Privacy, Communications, and Consent to Contact

By using the Platform and providing your contact information, you consent to Houmse contacting you by email, telephone, and text message for service-related purposes, including:

quote follow-up;
booking confirmation;
scheduling and rescheduling;
arrival updates;
access coordination;
payment issues;
quality follow-up;
complaint handling;
safety matters;
fraud prevention.

Houmse may share your information with Providers, payment processors, insurers, support vendors, software providers, analytics vendors, hosting providers, identity or fraud vendors, and other service providers to the extent reasonably necessary to operate the Platform, process payments, fulfill bookings, investigate complaints, detect fraud, comply with law, or protect Houmse’s rights and property, in accordance with our Privacy Policy.

Marketing communications are separate from service-related communications and are subject to your choices and applicable law. You may unsubscribe from marketing messages using the unsubscribe method provided in those messages, but service-related messages may still be sent where necessary to administer a Booking or your account.

22. Promotions, Discounts, and Credits

Houmse may offer promotions, discount codes, referral credits, or goodwill credits from time to time. Unless expressly stated otherwise:

they have no cash value;
they are non-transferable;
they may expire;
they may be limited to one use per customer, household, Property, or promotion;
they may be cancelled or reversed in the event of fraud, misuse, refund, chargeback, error, or breach of these Terms.

23. Third-Party Services

The Platform may rely on or integrate with third-party services, including payment processors, mapping tools, messaging systems, customer support systems, analytics tools, fraud tools, identity tools, insurers, and cloud service providers.

Houmse is not responsible for the performance, availability, or policies of third-party services except to the extent required by law. Your use of third-party services may also be subject to those third parties’ own terms and policies.

24. Disclaimer of Warranties

To the fullest extent permitted by law, and except for any rights, warranties, or conditions that cannot lawfully be excluded, the Platform and all booking coordination and related services are provided on an “as is” and “as available” basis.

Houmse does not guarantee:

uninterrupted or error-free operation of the Platform;
the availability of any Provider at any requested time;
that any specific Provider will accept or complete your Booking;
that Services will meet every subjective expectation;
that any stain, odour, buildup, or issue can be fully removed;
that ordinary cleaning methods will remediate all conditions.

25. Limitation of Liability

To the fullest extent permitted by law:

Houmse will not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, revenue, business opportunity, goodwill, or data, arising out of or relating to the Platform, a Booking, the Services, or these Terms.

Houmse will not be liable for damage, loss, delay, non-performance, dissatisfaction, or injury arising from the acts, omissions, or conduct of an independent Provider, except to the extent directly caused by Houmse’s own proven negligence, wilful misconduct, or other liability that cannot lawfully be excluded.

Houmse’s total aggregate liability arising out of or relating to any specific Booking or set of connected events will not exceed the lesser of:

the total amount actually paid by you to Houmse for the specific Booking in dispute; and
CAD $500.

This section applies regardless of the legal theory of liability and even if Houmse was advised of the possibility of such damage.

26. Indemnity

You agree to indemnify, defend, and hold harmless Houmse and its affiliates, directors, officers, employees, agents, contractors, and service providers from and against any third-party claims, demands, losses, liabilities, damages, judgments, costs, and expenses (including reasonable legal fees) arising out of or related to:

your breach of these Terms;
your inaccurate, misleading, or incomplete booking information;
unsafe conditions at the Property;
your unlawful conduct;
your misuse of the Platform; or
your acts or omissions toward Houmse staff, Providers, or third parties.

This section applies only to the extent permitted by law.

27. Suspension, Refusal of Service, and Termination

Houmse may, in its reasonable discretion and without liability except as required by law, refuse service, cancel a Booking, suspend your account, or terminate your access to the Platform if:

you breach these Terms or the Booking Policies;
your payment fails or is reversed;
your use of the Platform gives rise to safety, fraud, abuse, legal, reputational, or operational risk;
the requested Services are unavailable;
Houmse reasonably believes the Booking involves prohibited, unlawful, or unsafe circumstances; or
Houmse changes, limits, suspends, or discontinues part of the Platform.

You may stop using the Platform at any time. Any accrued rights or obligations, including payment obligations, claim processes, and sections intended to survive, will remain in effect.

28. Right to Suspend or Not Commence Services

Houmse can instruct Providers to suspend services at any site if Houmse reasonably believes that site poses a risk of harm to Provider or if the site conditions or service requirements would give rise to any health and safety regulations.

29. Electronic Acceptance and Records

You agree that:

these Terms may be accepted electronically;
electronic signatures, checkboxes, clicks, taps, booking submissions, and similar electronic actions constitute your agreement;
Houmse may maintain electronic records of your acceptance, booking activity, communications, invoices, receipts, credits, complaints, and related records; and
such records are admissible to the same extent as other business records, subject to applicable law.

30. Changes to the Platform, Booking Policies, or These Terms

Houmse may modify the Platform, the Services offered through it, the Booking Policies, pricing structures, operational rules, and these Terms from time to time.

Updated Terms or Booking Policies will be posted on the Platform with a revised effective date. If we make material changes, we may provide additional notice where appropriate. Your continued use of the Platform after the updated Terms become effective constitutes your acceptance of the revised Terms.

Changes will not retroactively alter the material terms of a Booking already completed, except where the change is required by law or where you separately agree.

31. Governing Law and Venue

These Terms and any dispute arising out of or relating to the Platform, any Booking, or these Terms will be governed by the laws of the Province of Ontario and the applicable federal laws of Canada, without regard to conflict of law principles.

Subject to any rights you may have under applicable consumer protection law that cannot be waived, you agree that the courts located in Toronto, Ontario will have exclusive jurisdiction over disputes arising from or relating to these Terms or the Platform.

32. No Waiver of Non-Excludable Rights

Nothing in these Terms is intended to waive, exclude, restrict, or limit any right, remedy, warranty, condition, guarantee, or protection that cannot lawfully be waived, excluded, restricted, or limited under applicable consumer protection, privacy, payment, or other laws.

33. Severability and Interpretation

If any provision of these Terms is found to be invalid, void, illegal, or unenforceable, that provision will be severed to the minimum extent necessary and the remaining provisions will remain in full force and effect.

Headings are for convenience only and do not affect interpretation. The words “including” and “includes” mean “including without limitation.”

34. Entire Agreement

These Terms, together with any booking confirmation, checkout disclosure, service description, price disclosure, and Houmse’s Privacy Policy and Booking Policies expressly incorporated by reference, form the entire agreement between you and Houmse with respect to your use of the Platform and the booking coordination services provided through it, and supersede prior discussions or understandings on those matters.

35. Contact

If you have questions about these Terms or a Booking, please contact:

Houmse Inc.
Website: https://houmse.com
Email: info@houmse.com
Telephone: +1 437 898 4059
Business Address: 111 Peter St, Suite 902, Toronto, ON M5V 2H1, Canada
Registered Office: 88 Harbour Street, Unit 2907, Toronto, ON M5J 0C3, Canada