Legal
Terms & 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. Our services are accessible through the Sensible Avenue website and the Sensible Avenue mobile application (“Sensible App”).
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.
3. Bookings, Rescheduling & Cancellations
- Cancellation / reschedule window: Each service type has its own cancellation/rescheduling window, communicated at booking through the Sensible Avenue mobile application or website. 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.
4. Payments, Late Fees & 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. Payments may also be processed through the Sensible Avenue mobile application.
- Due date: Payment is due upon completion unless otherwise specified in writing.
- Late fees: Overdue balances accrue interest at 3% per month on the outstanding amount, plus a fixed $38.00 fee. Interest is calculated monthly and applied in accordance with applicable legal limits.
- Refunds: Approved refunds are returned to the original payment method. Refund eligibility is assessed case-by-case based on service scope, documentation, and timing.
5. On-Site Protocol & Safety
- Client responsibilities: All teams on location operate under the client’s supervision and responsibility. The client must provide safe access, medical kits, safety information, and any additional required materials. The client is also responsible for identifying restricted areas, disclosing known allergies or sensitivities, and communicating any maximum time limits prior to service start.
- Valuables and access: Clients are responsible for securing all valuables. Keys or access codes may only be provided to authorized Sensible-Visors following administrative approval. Sensible Avenue does not assume liability for unsecured valuables.
- Individuals and animals on site: Sensible Avenue is not responsible for the supervision, safety, or care of children, adults, guests, or pets present within the facility. The client must ensure all individuals and animals are safely managed and kept clear of active work areas at all times.
- 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.
6. Recordings & Privacy
- Video / Recordings: For quality, safety, and training purposes, work areas may be recorded. Footage may be captured through devices used by Sensible-Visors or through features available in the Sensible Avenue mobile application. 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.
7. Conduct & Non-Solicitation
- Behaviour: Harassment, threatening, discriminatory, or dangerous conduct toward any Sensible Avenue staff is strictly prohibited. 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 and other remedies.
8. Problems & 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. Reports may be submitted through the Sensible Avenue mobile application or by email. 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.
9. Acceptance
By booking or receiving services from Sensible Avenue—whether through the website, the Sensible Avenue mobile application, or any other channel—the client acknowledges and agrees to these Terms and Conditions.