Terms of Service

1. About OnCall Pros

OnCall Pros operates a software platform that helps connect homeowners and property occupants in Edmonton and surrounding areas ("Customers") with independent plumbing businesses and technicians ("Pros").

OnCall Pros is a marketplace and dispatch technology provider. OnCall Pros is not itself a plumbing contractor, does not perform plumbing work, does not employ Pros to perform Customer jobs, and is not a party to the repair or service contract formed between a Customer and a Pro.

2. OnCall Pros is not the contractor

When a Customer submits a request through OnCall Pros, the platform may route that request to one or more available Pros. If a Customer chooses to proceed with a Pro, the service relationship is directly between the Customer and that Pro.

The Pro, not OnCall Pros, is responsible for:

• diagnosing the issue
• quoting the work
• performing the work
• complying with applicable trade, safety, licensing, permit, and code requirements
• collecting payment from the Customer
• providing any workmanship or service warranty

OnCall Pros' role is limited to operating the platform, routing service requests, facilitating communications, and charging Pros platform fees under their agreement with OnCall Pros.

3. What "verified" means

Any "verified," "licensed," "insured," or similar badge or description on the platform means only that OnCall Pros has reviewed certain documents or information provided by the Pro at onboarding or renewal, such as trade certificates, business licences, proof of insurance, or WCB documentation where applicable.

Those labels do not mean that OnCall Pros:

• has performed criminal background checks
• has performed vulnerable-sector checks
• has continuously monitored the Pro
• has guaranteed the Pro's identity, conduct, safety, suitability, or workmanship
• endorses a Pro for any specific home, household, person, or job

4. No guarantee of screening, identity, conduct, or personal safety

OnCall Pros does not represent, warrant, or guarantee that any Pro, or any employee, owner, helper, agent, subcontractor, or representative associated with a Pro:

• has passed a criminal background check
• has passed any vulnerable-person screening
• is personally known to OnCall Pros
• is safe, non-violent, trustworthy, or appropriate for any specific Customer, household, or premises

Customers are solely responsible for deciding whether to communicate with a Pro, schedule service, or permit any person to enter their home or property.

If a Customer feels unsafe, they should refuse entry, leave the area if appropriate, and contact emergency services if needed.

5. Customer discretion regarding home access

Customers may request photo identification, business identification, or proof of dispatch before allowing any person onto the property.

Customers are responsible for using their own judgment about whether to admit a Pro or any other person to their premises. OnCall Pros recommends that Customers:

• secure valuables
• supervise minors and vulnerable persons
• restrain pets where appropriate
• avoid allowing any worker into the home if they feel unsafe or uncertain

6. Customer obligations

By using the platform, the Customer represents that:

• the contact details and service address provided are accurate
• the Customer is authorized to request service at that address
• the request is genuine and not a prank, test, harassment, or misuse of the platform
• the Customer will deal honestly and directly with the dispatched Pro regarding access, scope, and payment
• the Customer will provide a reasonably safe and lawful premises for attendance and disclose any known material hazards that could affect attendance or safety, including aggressive animals, unsafe stairs or flooring, flooding near electrical equipment, mold, biohazards, weapons, threats, or illegal activity on the premises

A Pro may refuse, pause, or terminate service if the premises or circumstances appear unsafe.

7. Pro obligations

Each Pro is an independent business and is solely responsible for:

• maintaining its own trade certificates, licences, permits, insurance, and WCB obligations where applicable
• complying with applicable laws and codes
• its own pricing, scope, scheduling, and workmanship
• the acts, omissions, supervision, and conduct of its owners, employees, subcontractors, agents, helpers, and representatives
• anyone the Pro sends to a Customer location

8. Payments and platform fees

Customers pay Pros directly for work performed, unless OnCall Pros expressly states otherwise for a specific feature in the future.

OnCall Pros charges platform fees to Pros under the Pro's own agreement with OnCall Pros. OnCall Pros is not responsible for collecting, holding, or remitting Customer payment to the Pro unless expressly stated otherwise in writing.

9. No warranty on Pro work

OnCall Pros does not warrant or guarantee the quality, timing, completeness, workmanship, materials, code compliance, fitness for purpose, or any other aspect of work performed by a Pro.

Any warranty or guarantee on the work itself is solely between the Customer and the Pro, subject to the Pro's own terms and applicable law.

OnCall Pros may review certain documentation from Pros at onboarding, but does not continuously audit each Pro and makes no representation that any specific Pro is appropriate for any specific job.

10. Disputes between Customer and Pro

Any dispute regarding:

• price
• scope
• workmanship
• delays
• damage
• refunds
• warranty
• cancellation
• conduct during the visit
• or any other matter arising from the job

is solely between the Customer and the Pro.

OnCall Pros may, in its discretion, preserve or provide platform communication records where appropriate, but is not required to mediate, adjudicate, refund, compensate, or resolve disputes between Customers and Pros.

11. Suspension and misuse

OnCall Pros may suspend, limit, or block use of the platform by any Customer, Pro, phone number, address, account, or device if OnCall Pros reasonably suspects prank requests, fraud, harassment, abusive conduct, misuse of the platform, non-payment, or other harmful activity.

12. Limitation of liability

To the maximum extent permitted by applicable law, OnCall Pros is not liable for any indirect, incidental, special, consequential, exemplary, or punitive damages arising out of or relating to use of the platform.

To the maximum extent permitted by law, OnCall Pros' aggregate liability:

• to a Customer will not exceed the greater of CAD $100 and the amount, if any, that Customer paid directly to OnCall Pros in the twelve (12) months before the event giving rise to the claim; and
• to a Pro will not exceed the total platform fees paid by that Pro to OnCall Pros in the twelve (12) months before the event giving rise to the claim.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.

13. Governing law

These Terms are governed by the laws of Alberta and the federal laws of Canada applicable in Alberta. The courts of Edmonton, Alberta shall have exclusive jurisdiction over disputes arising out of or relating to these Terms or the platform, subject to any rights that cannot lawfully be waived.

14. Contact

Questions about these Terms may be sent to:

• info@oncallpros.ca
• or any updated contact listed on the OnCall Pros website