Terms and Conditions

1. Who we are

• Company: Sensible Avenue Inc. (“Sensible Avenue”, “we”, “us”).
• What we do: We connect clients with vetted Assistants and provide on‑site supervision through Sensible‑Visors.

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2. Services and fees

• Billing model: Unless otherwise stated, most services are billed hourly. Travel, setup, and minimum charge time are included in the billable minimum hours.
• Multiple staff: If multiple Assistants are assigned, billing reflects the applicable hourly rates per person.
• Materials: If supplies or materials are provided by Sensible Avenue and a cancellation occurs, the client is responsible for associated costs.
• Work pace and time limits: Services are performed at a normal, steady pace without exertion. We will make every effort to complete the required tasks within the maximum time approved by the client.

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3. Bookings, rescheduling, cancellations

• Cancellation/reschedule window: Each service type has its own cancellation/rescheduling window, communicated at booking. Cancellations or reschedules outside the stated window are charged the full fee.
• Weather and unforeseen delays: If a job is postponed due to weather or other conditions beyond reasonable control, it will be rescheduled to the next available slot without penalty.

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4. Payments, late fees, and refunds

• Payment methods: Electronic payments only; no cash. Cards on file may be charged upon job completion, or payment may be processed via other approved electronic methods at Sensible Avenue’s discretion.
• Due date: Payment is due upon completion unless otherwise specified in writing.
• Late fees: Overdue balances incur a late fee of 3% per month on the outstanding amount. Interest accrues monthly and is subject to applicable legal limits.
• Refunds: Approved refunds or unused time are returned to the original payment method. Refund eligibility is assessed case‑by‑case based on service scope, documentation, and timing.

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5. On‑site protocol and safety

• Client Responsibilities: All teams on location work under the client’s supervision. The client will provide safe access, medical kits, safety information, and any additional necessary materials, as well as identify areas to avoid, disclose known allergies or sensitivities, and communicate any maximum time limits prior to service start.
• Valuables and Access: Clients must secure valuables. Keys or access codes should be shared only with authorized Sensible‑Visors following administrative approval. Sensible Avenue does not accept responsibility for unsecured valuables.
• Unsafe Conditions: Work may be paused or cancelled if conditions are unsafe or materially different from the agreed scope. Fees may apply for time spent on site.

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6. Recordings and privacy

• Video/Recordings: For quality, safety, and training, work areas may be recorded. Clients who require access to footage must notify us at the time of booking so that appropriate measures can be arranged, with availability depending on the service being delivered.
• Retention and Handling: Recordings are retained and handled in line with our internal practices and the policies of approved third‑party technology providers.
• Data Requests: Requests for recordings, if available, follow our access procedures, including identity verification and any applicable fees. Sensible Avenue reserves the right to limit or deny requests where prohibited by law, privacy restrictions, or other obligations.
• Client Use of Footage: Clients who require post‑service video or live body‑camera footage to monitor property, operations, or safety agree not to share such footage except as necessary for their business purposes and in compliance with applicable local laws and regulations.

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7. Conduct and non‑solicitation

• Behavior: Harassment, threatening, discriminatory, or dangerous conduct toward staff may result in immediate suspension or termination of service. Fees for time on site may still apply.
• Non‑solicitation: Soliciting, recruiting, or hiring our Assistants or Sensible‑Visors without written consent is prohibited for a period of three (3) years. Breach of this clause may result in a finder’s fee or other remedies.

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8. Problems and disputes

• Reporting issues: Report damage, service issues, or requests for post‑service assistance within 24 hours of job completion, with photos or documentation where possible. Sensible Avenue will review matters within three (3) business days and make reasonable efforts to resolve issues caused by an Assistant’s negligence (not due to client error or insufficient time allocation). Where appropriate, a different Assistant may be assigned to rectify the matter.
• Contact: Email assist@sensibleavenue.ca for questions or complaints.
• Governing law: These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein. Venue and jurisdiction are in Ottawa, Ontario.

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9. Acceptance

By booking or receiving services from Sensible Avenue, the client acknowledges and agrees to these Terms and Conditions.