Terms of service
Effective date: July 18, 2026
These Terms of Service ("Terms") govern requests for and use of services coordinated or provided by Residence Private Home Management Inc., operating as RESIDENCE ("RESIDENCE," "we," "us," or "our").
By submitting a service request, approving a quote or work order, paying an invoice, or allowing an approved service to proceed, you ("Client" or "you") agree to these Terms together with the applicable quote, work order, service confirmation, or other written agreement.
If a quote, work order, or signed service agreement conflicts with these general Terms, the more specific written document will govern for that service, except where prohibited by law.
1. RESIDENCE's role
RESIDENCE provides private home-service coordination and household support. Depending on the request, RESIDENCE may:
- clarify the Client's needs and define a proposed scope;
- source or select an appropriate independent service professional;
- prepare or communicate estimates and pricing;
- collect payment;
- coordinate scheduling, access, instructions, and communications;
- monitor progress and conduct reasonable quality follow-up; and
- assist with service-related questions or concerns.
Some services are carried out by independent businesses or service professionals rather than employees of RESIDENCE. RESIDENCE remains the Client's coordination contact unless otherwise stated, but independent providers control the manner and means of performing their specialized work and remain responsible for complying with the laws, licences, standards, and professional obligations applicable to them.
Nothing on the website guarantees that RESIDENCE can accept a request, locate a suitable provider, meet a requested date, or provide a particular service. Availability depends on the scope, location, timing, safety, provider capacity, and RESIDENCE's approval.
2. Service requests are not confirmed bookings
Submitting a website form, email, text message, or telephone request does not create a confirmed booking or require RESIDENCE to provide service.
A service is confirmed only when RESIDENCE has approved the request, communicated the material scope and price, received the Client's approval, received any required payment, and issued confirmation or otherwise agreed in writing that the service will proceed.
3. Quotes, scope, and changes
Quotes are based on information available at the time, which may include Client descriptions, photographs, walkthroughs, measurements, provider estimates, or observable property conditions.
Unless stated otherwise, a quote covers only the services expressly described. Additional work, concealed conditions, inaccurate information, unexpected access issues, hazardous conditions, material changes, or Client-requested additions may require a revised scope, additional payment, rescheduling, or cancellation.
RESIDENCE will seek the Client's approval before authorizing a material increase in price or a material change in scope, except where immediate action is reasonably necessary to protect people or property and it is impractical to obtain instructions.
Quotes may expire on the date stated in the quote. If no expiry date is stated, RESIDENCE may revise or withdraw an unaccepted quote when provider pricing, availability, or circumstances change.
4. Pricing, payment, and taxes
The Client must pay the full amount shown on the approved invoice or payment request before service begins, unless RESIDENCE agrees otherwise in writing.
Pricing may include provider charges, coordination or management fees, materials, travel, taxes, or other disclosed costs. RESIDENCE is not required to disclose its internal provider compensation, operating costs, or margin, provided the total Client price and material scope are disclosed before approval.
Applicable taxes will be added where required by law. The Client authorizes RESIDENCE and its payment processor to process approved charges, refunds, or adjustments in accordance with the applicable service documents and these Terms.
Failure to pay when due may result in a booking being withheld, cancelled, or rescheduled. The Client remains responsible for authorized services already performed, non-refundable materials, provider commitments, and other amounts properly incurred under the approved arrangement, subject to applicable law.
5. Cancellations and rescheduling
Unless a specific service document states otherwise, the Client must provide at least 48 hours notice to cancel or reschedule a confirmed service.
The 48-hour period is calculated backward from the confirmed service start time. A cancellation or rescheduling request is effective when RESIDENCE receives it through the contact method stated in the booking confirmation or at [email protected].
If the Client cancels or requests rescheduling with less than 48 hours' notice, fails to provide access, or is unavailable when required, RESIDENCE may charge the late-cancellation, rescheduling, or missed-access fee disclosed in the applicable quote, invoice, booking confirmation, or service agreement. RESIDENCE may apply part or all of a prepaid amount toward that disclosed fee and toward non-recoverable costs reasonably committed for the service.
If no late-cancellation fee was disclosed before the booking was confirmed, RESIDENCE will not invent or impose an undisclosed fixed penalty after cancellation, but may seek recovery of amounts otherwise permitted by the agreement and applicable law.
RESIDENCE may waive or reduce a fee at its discretion based on emergencies, severe weather, safety concerns, or other exceptional circumstances. A waiver on one occasion does not waive the policy for future services.
If RESIDENCE or an assigned provider must cancel, we will make reasonable efforts to reschedule or refund the portion of prepaid fees attributable to services not provided. RESIDENCE is not responsible for indirect losses caused by a cancellation or delay, except where liability cannot lawfully be excluded.
Nothing in this section limits a Client's non-waivable cancellation, refund, or other rights under Alberta's Consumer Protection Act, the Internet Sales Contract Regulation, or other applicable law.
6. Refunds
Refund eligibility depends on the approved service documents, work completed, provider commitments, materials purchased, disclosed fees, and applicable law.
Where a refund is approved, RESIDENCE may deduct amounts for services already performed, authorized materials, disclosed cancellation or rescheduling fees, and non-recoverable costs reasonably incurred, to the extent permitted by law. Refunds will generally be returned using the original payment method. Financial institutions and payment processors may require additional processing time.
7. Client responsibilities
The Client agrees to:
- provide accurate and complete information about the property, requested work, occupants, pets, access, parking, known hazards, fragile or high-value items, and relevant restrictions;
- have authority to request and approve work at the property;
- provide safe, lawful, and timely access at the confirmed time;
- secure cash, jewellery, medications, documents, firearms, collectibles, and other unusually valuable, dangerous, or sensitive items;
- disclose alarms, cameras, occupants, pets, construction conditions, infestations, mould, biohazards, hazardous materials, aggressive behaviour, or other material risks before service;
- obtain any building, condominium, landlord, owner, or third-party permission required for the work;
- provide working utilities where reasonably required, including water, electricity, heating, ventilation, or lighting;
- review and approve the scope, price, timing, and material assumptions before payment; and
- communicate concerns promptly and reasonably cooperate in assessing or correcting them.
RESIDENCE or a provider may pause, refuse, or leave a service location if conditions are unsafe, unlawful, materially different from those disclosed, abusive, discriminatory, threatening, unsanitary beyond the approved scope, or otherwise unsuitable. Additional charges or rescheduling may apply where the Client failed to disclose a material condition, subject to prior approval and applicable law.
8. Property access, keys, and security
Access arrangements must be approved in advance. The Client is responsible for ensuring that keys, codes, concierge instructions, parking permissions, and other access arrangements work at the scheduled time.
RESIDENCE will use reasonable care with keys and access information entrusted to it. Clients should provide temporary or service-specific access credentials where practical and revoke or change them after service when appropriate.
RESIDENCE may share access instructions with the approved service professional only to the extent reasonably necessary to perform the service. The Client must tell RESIDENCE about any special security, alarm, camera, or access restrictions before the appointment.
9. Independent service professionals
RESIDENCE uses reasonable business judgment when selecting service professionals and may consider experience, references, availability, pricing, licences, insurance, or other factors relevant to the work. Screening does not constitute a guarantee that a provider will perform without error or that every risk has been eliminated.
The Client agrees not to direct a provider to perform work outside the approved scope without first obtaining RESIDENCE's written approval. Work privately arranged between a Client and a provider outside RESIDENCE's approved scope is not coordinated, warranted, or administered by RESIDENCE.
RESIDENCE may replace an assigned provider when reasonably necessary because of availability, safety, quality, illness, scheduling, or other operational considerations.
10. Service concerns and damage reports
The Client should inspect the service when reasonably possible and report concerns promptly. Unless a shorter period is reasonably required for a perishable or time-sensitive issue, the Client should notify RESIDENCE within 24 hours after service completion of a visible quality concern, missed item, loss, or alleged damage. Delayed notice may make investigation or correction more difficult but does not eliminate rights that cannot lawfully be waived.
Reports should include a description of the issue and, where appropriate, photographs or other supporting information. The Client must allow RESIDENCE and, where appropriate, the provider or insurer a reasonable opportunity to inspect, investigate, and propose a remedy before arranging third-party corrective work, except where urgent action is reasonably necessary to prevent further injury or property damage.
Where appropriate, RESIDENCE may coordinate re-performance, corrective work, a partial refund, an insurance process, or another reasonable resolution. The appropriate remedy depends on the service documents, circumstances, evidence, provider obligations, and applicable law.
11. Delays and events beyond reasonable control
Appointment times may be affected by weather, road conditions, emergencies, illness, supply shortages, access problems, provider delays, utility failures, government restrictions, or other events beyond reasonable control. RESIDENCE will communicate material delays when reasonably possible and may reschedule affected work.
12. No professional advice or regulated work without approval
General coordination information from RESIDENCE is not legal, engineering, architectural, environmental, financial, security, or other professional advice.
RESIDENCE does not authorize regulated, permit-required, hazardous, structural, electrical, plumbing, gas, remediation, pest-control, security, or similar specialized work unless an appropriately qualified provider and an approved written scope are in place. The Client must not assume that a general household request includes regulated or hazardous work.
13. Warranties and limitations
RESIDENCE will provide its coordination services with reasonable care. Outcomes may vary based on property condition, materials, access, Client instructions, provider specialization, and the approved scope.
To the extent permitted by law, RESIDENCE does not promise that every requested service will be available, uninterrupted, completed by a particular person, or capable of achieving a result outside the approved scope. Manufacturer, provider, or statutory warranties may apply separately.
Nothing in these Terms excludes, restricts, or modifies any warranty, condition, remedy, consumer right, or liability that cannot lawfully be excluded or limited.
To the extent permitted by law, RESIDENCE will not be liable for indirect, incidental, special, punitive, or consequential loss, including loss of use, income, opportunity, enjoyment, or anticipated savings, arising from a delay, cancellation, service issue, provider act, or use of the website. This limitation does not apply to fraud, wilful misconduct, gross negligence, personal injury, or other liability that cannot lawfully be limited.
To the extent permitted by law, RESIDENCE's aggregate liability arising from a particular service will not exceed the amount paid to RESIDENCE for that service, except where a different limit is required by law or stated in an applicable insurance or service arrangement.
14. Website content
Website descriptions and images are provided for general information and may be representative. They do not guarantee availability, exact scope, price, provider, timing, or outcome. A written quote or service confirmation controls the approved service.
Website content, branding, text, and original materials owned by RESIDENCE may not be copied, republished, or commercially used without written permission, except as permitted by law.
15. Privacy
Personal information is handled in accordance with the RESIDENCE Privacy Policy available at https://residenceprivate.ca/privacy-policy. The Client agrees that information reasonably necessary to assess, coordinate, perform, document, and follow up on an approved request may be shared with the assigned independent service professional and operational vendors, subject to applicable law.
16. Electronic communications
The Client consents to receiving service-related communications electronically, including quotes, approvals, invoices, receipts, scheduling messages, access questions, and policy notices. Marketing messages will be sent only with consent or as otherwise permitted by law, and recipients may unsubscribe from promotional communications.
17. Suspension or termination
RESIDENCE may decline, suspend, or terminate a request or ongoing relationship for non-payment, repeated cancellations, unsafe conditions, unlawful requests, abuse, harassment, discrimination, dishonesty, material non-disclosure, misuse of providers, or other material breach of these Terms.
Termination does not eliminate obligations relating to authorized work, outstanding payments, confidentiality, privacy, dispute resolution, or provisions intended to survive termination. Any refund will be determined under the applicable service documents, these Terms, and applicable law.
18. Governing law and disputes
These Terms are governed by the laws of Alberta and the federal laws of Canada applicable in Alberta.
The parties should first attempt in good faith to resolve a concern through direct communication. If a dispute cannot be resolved informally, either party may pursue remedies available under applicable law. Nothing in these Terms prevents a consumer from contacting Service Alberta, filing a complaint with an appropriate regulator, using the Provincial Court of Alberta where available, or exercising another non-waivable right.
19. General terms
If any provision of these Terms is found unenforceable, the remaining provisions will continue to the extent permitted by law. A failure to enforce a provision on one occasion is not a waiver of that provision. The Client may not transfer a confirmed service or agreement without RESIDENCE's written approval. Headings are for convenience and do not alter meaning.
These Terms, together with the applicable quote, work order, booking confirmation, invoice, and any signed service agreement, form the agreement concerning the approved service.
20. Changes to these Terms
RESIDENCE may update these Terms from time to time. The current version will be posted with a revised effective date. Changes will apply prospectively unless otherwise agreed or permitted by law. The Terms in effect when a service is confirmed will generally govern that service.
21. Contact
Residence Private Home Management Inc.
Operating as RESIDENCE
Edmonton, Alberta, Canada
Email: [email protected]