This Customer Service Agreement ("Agreement") is entered into between OneStop KWC, a technology platform operator based in Kitchener-Waterloo, Ontario, and any individual or entity who accesses or uses the Platform (the "Customer").
"Booking" means a service request submitted by the Customer through the Platform that has been accepted by a Service Provider and confirmed in writing by OneStop KWC.
"Customer" means any individual or entity accessing the Platform for the purpose of obtaining Services.
"Platform" means the OneStop KWC technology platform accessible at onestopkwc.netlify.app and through associated communications channels.
"Service Provider" means an independent third-party contractor who offers and provides services through the Platform.
"Services" means the home and residential services advertised on the Platform and performed by Service Providers.
2.1 OneStop KWC operates the Platform exclusively as a technology intermediary that connects Customers with independent Service Providers. OneStop KWC does not itself provide, perform, supervise, direct, or control any of the Services offered through the Platform.
2.2 Service Providers are independent contractors. They are not employees, agents, partners, franchisees, or representatives of OneStop KWC.
2.3 OneStop KWC makes no representations, warranties, or guarantees regarding the qualification, quality, safety, legality, or suitability of any Service Provider or any Services. The Customer assumes all risk associated with engaging Service Providers through the Platform.
2.4 The Customer expressly acknowledges and agrees that OneStop KWC shall have no responsibility or liability whatsoever for any act or omission of any Service Provider.
3.1 By using the Platform, the Customer represents and warrants that: (a) they are at least 18 years of age; (b) they have full legal capacity to enter into binding agreements under Ontario law; and (c) all information provided to OneStop KWC is accurate, complete, and current.
3.2 OneStop KWC reserves the right to suspend or refuse access to the Platform to any individual who does not meet the eligibility requirements.
4.1 A Booking is not confirmed until: (a) the Customer submits a service request through the Platform; (b) a Service Provider accepts the request; and (c) OneStop KWC provides written confirmation to the Customer.
4.2 The Customer agrees to: (a) provide accurate and complete information regarding the nature, location, and scope of services requested; (b) ensure safe, lawful, and reasonable access to the property at the confirmed time; (c) be present or make adequate advance arrangements for access; (d) treat all Service Providers with dignity and respect; and (e) refrain from requesting services that are unlawful, unsafe, or outside the scope of the Platform.
4.3 OneStop KWC reserves the right to decline, cancel, or modify any Booking at its sole discretion without liability, other than refunding any prepaid fees.
5.1 Service fees are confirmed at the time of Booking. By confirming a Booking, the Customer agrees to pay the stated fee in full upon completion of the Services.
5.2 All fees are quoted and payable in Canadian dollars and are inclusive of applicable taxes unless stated otherwise.
5.3 OneStop KWC does not retain complete payment card information. Payments may be processed through third-party payment processors.
5.4 Payment disputes must be raised in writing within 24 hours of service completion.
5.5 OneStop KWC reserves the right to revise its fee schedule with reasonable advance notice.
6.1 Cancellations submitted more than 24 hours prior to the confirmed service time: no cancellation fee applies.
6.2 Cancellations submitted less than 24 hours prior to the confirmed service time: a cancellation fee of up to $25.00 CAD may be charged at OneStop KWC's discretion.
6.3 Customer no-shows (failure to be present or provide access without prior notice): the full booking fee may be charged.
6.4 In the event of cancellation by OneStop KWC or the Service Provider, the Customer will receive a full refund or a complimentary rebooking, at the Customer's election.
7.1 Any concern regarding a completed Service must be submitted to OneStop KWC in writing at onestopkwc@gmail.com within 24 hours of service completion, including a description of the concern and supporting information.
7.2 OneStop KWC will review all concerns in good faith and may facilitate communication between the parties, offer a partial refund, or arrange a rebooking. OneStop KWC is not obligated to provide a refund for services rendered as confirmed.
7.3 OneStop KWC's participation in any dispute resolution process shall not constitute an admission of responsibility or liability.
8.1 The Customer agrees not to: (a) contact Service Providers outside the Platform to circumvent fees; (b) provide false or misleading information; (c) harass, threaten, or discriminate against any Service Provider; or (d) use the Platform in any unlawful manner.
8.2 OneStop KWC may immediately suspend or permanently terminate a Customer's access upon any breach of this Article.
9.1 To the fullest extent permitted by Ontario law, OneStop KWC excludes all liability for any indirect, incidental, special, consequential, punitive, or exemplary loss or damage arising from the use of the Platform or the performance of Services by any Service Provider.
9.2 OneStop KWC's maximum aggregate liability to the Customer shall not exceed the total fees paid by the Customer for the specific Booking giving rise to the claim.
9.3 Nothing in this Agreement limits liability that cannot be excluded under applicable law.
10.1 This Agreement is governed by the laws of the Province of Ontario and the applicable laws of Canada.
10.2 The parties submit to the exclusive jurisdiction of the courts of the Province of Ontario.
11.1 OneStop KWC reserves the right to amend this Agreement at any time. Continued use of the Platform after amendments constitutes acceptance.
11.2 If any provision is found invalid or unenforceable, the remaining provisions continue in full force and effect.
11.3 This Agreement constitutes the entire agreement between OneStop KWC and the Customer with respect to its subject matter.
11.4 No waiver of any provision shall be effective unless made in writing.