Klenzaa

Customer Service Agreement

This Service Agreement ("Agreement") is entered into between Klenzaa Inc., a corporation incorporated under the Canada Business Corporations Act, with its registered office located at 1116-9 Crescent Place, East York, Toronto, Ontario M4C 5L8 ("Klenzaa"), and any individual, business, property owner, property manager, customer, or other person who accesses, uses, books, purchases, or receives services through the Klenzaa platform (the "Customer").

By accessing the Klenzaa platform, creating an account, requesting services, booking services, purchasing services, or otherwise using the Klenzaa platform, the Customer acknowledges that they have read, understood, and agree to be bound by this Agreement and any related policies incorporated by reference.

1. Services

Klenzaa facilitates the booking and coordination of cleaning services between Customers and independent cleaning professionals through the Klenzaa platform.

Available services may include, but are not limited to:

Residential Cleaning
Commercial Cleaning
Deep Cleaning
Airbnb / Short-Term Rental Turnover Cleaning
Other cleaning-related services that may be offered through the Klenzaa platform from time to time

Service details, pricing, property information, scheduling information, frequency of service, special instructions, and any approved add-on services will be selected and confirmed by the Customer during the booking process through the Klenzaa platform.

Available service frequencies may include:

One-Time Service
Weekly Service
Bi-Weekly Service
Monthly Service
Recurring Service
Other service schedules made available through the Klenzaa platform

The scope of services for each booking will be displayed to the Customer before booking confirmation and may vary depending on the service selected, property type, property condition, and any additional services requested by the Customer.

2. Company Responsibilities

Klenzaa will:

Operate and maintain a technology platform that facilitates bookings between Customers and independent cleaning professionals.
Facilitate scheduling, communication, payment processing, and service coordination through the Klenzaa platform.
Monitor marketplace activity, customer feedback, service quality concerns, and policy compliance to help maintain platform standards.
Require cleaning professionals to comply with applicable platform policies, service standards, and safety requirements.
Take reasonable measures to investigate reported service quality concerns, safety incidents, policy violations, and customer complaints.
Comply with applicable laws, regulations, and health and safety requirements relevant to the operation of the Klenzaa platform.
Cleaning professionals are generally expected to provide basic cleaning supplies required to perform the booked service, unless otherwise disclosed during the booking process.
Customers are generally responsible for providing major cleaning equipment and any specialty products required for the property, including but not limited to vacuums, mops, buckets, brooms, and property-specific cleaning products.
The Customer acknowledges that cleaning results may vary depending on the condition, age, material, and maintenance history of the property. Klenzaa does not guarantee the removal of all stains, odours, damage, discoloration, mold, hard water buildup, permanent marks, or other pre-existing conditions.
Neither Klenzaa nor the assigned cleaning professional shall be responsible for deterioration, damage, or changes to surfaces, materials, fixtures, or property conditions resulting from pre-existing defects, normal wear and tear, improper installation, aging materials, manufacturer defects, or conditions that could not reasonably have been identified before service.

3. Customer Responsibilities

The Customer agrees to:

Provide accurate and complete information regarding the property, booking details, access instructions, and service requirements.
Ensure that the assigned cleaning professional can access the property at the scheduled service time, including providing any necessary lockbox codes, keys, access credentials, parking instructions, alarm disarm codes, gate codes, concierge instructions, or other access information.
Ensure that all information provided during the booking process remains accurate and is updated promptly if circumstances change.
Secure valuables, cash, jewelry, firearms, controlled substances, confidential information, sensitive documents, and other high-value personal property prior to the scheduled service. Klenzaa is not responsible for loss of unsecured valuables.
Inform Klenzaa of any known hazards, safety concerns, property conditions, pets, security systems, access restrictions, ongoing maintenance issues, or special instructions that may affect the performance of the service.
Ensure that the property is maintained in a reasonably safe condition for cleaning professionals to enter and perform services.
Ensure that basic utilities necessary to perform the service, including electricity and running water, are available during the scheduled appointment.
Ensure that pets are secured or appropriately controlled during the service where necessary to protect the safety of cleaning professionals and prevent interference with the completion of services.
Refrain from engaging in abusive, threatening, discriminatory, harassing, illegal, unsafe, or inappropriate conduct toward cleaning professionals, Klenzaa personnel, or other platform users.
Promptly report any service concerns, quality issues, property damage concerns, or safety incidents through the Klenzaa platform in accordance with applicable Klenzaa policies.
Acknowledge that failure to provide property access, accurate booking information, safe working conditions, or required utilities may result in service delays, cancellation, account review, compensation obligations under Klenzaa's Host No-Show Policy, or other actions permitted under Klenzaa policies.

4. Fees and Payment

Service fees, applicable taxes, and any approved add-on services will be displayed to the Customer during the booking process through the Klenzaa platform.

Payment Terms:

Payment for services is processed through the Klenzaa platform using an approved payment method associated with the Customer's account.
By submitting a booking request, the Customer authorizes Klenzaa and its payment processing providers to charge the selected payment method for the applicable booking charges, taxes, fees, and approved add-on services.
Payment must be successfully authorized and processed before a booking can be confirmed.
Service fees may vary depending on factors including service type, property size, location, booking requirements, service duration, and any additional services requested by the Customer.
Applicable taxes and government-imposed charges will be added where required by law.
If a payment method is declined, expires, is cancelled, or otherwise fails, Klenzaa may cancel, suspend, restrict, or refuse future bookings until payment issues are resolved.
Customers are responsible for ensuring that their payment information remains accurate, current, and valid.
Any billing concerns, payment disputes, or refund requests must be submitted through Klenzaa's support channels and will be reviewed in accordance with Klenzaa's Satisfaction Guarantee Policy, Chargeback Policy, and Terms of Service.
Refunds, credits, partial refunds, or other resolutions are not guaranteed and are reviewed on a case-by-case basis based on the specific circumstances of the booking.

5. Cancellations and Rescheduling

Customers may cancel or reschedule a booking more than four (4) hours before the scheduled service time without penalty.
Cancellation or rescheduling requests made between four (4) hours and two (2) hours before the scheduled service time may be recorded against the Customer's Host Reliability Score.
Cancellation or rescheduling requests made less than two (2) hours before the scheduled service time may be considered a last-minute cancellation or rescheduling request and may result in a cancellation fee of up to fifty percent (50%) of the booking amount, impact the Customer's Host Reliability Score, and affect future booking privileges or account standing.
If a cleaning professional arrives at the property and is unable to perform the service due to customer-related access issues, guest overstays, incorrect access information, unavailable utilities, unsafe conditions, or other circumstances within the Customer's control, the booking may be reviewed under Klenzaa's Host No-Show & Property Access Policy.
Klenzaa reserves the right to cancel, delay, or reschedule services due to severe weather, emergencies, safety concerns, cleaner illness, government restrictions, or circumstances beyond its reasonable control.
Service quality concerns must be reported within twenty-four (24) hours of service completion in accordance with Klenzaa's Satisfaction Guarantee Policy.
Refunds, account credits, partial refunds, or other resolutions are reviewed on a case-by-case basis in accordance with Klenzaa's Satisfaction Guarantee Policy and are not guaranteed.
Repeated abuse of cancellation, rescheduling, or booking practices may result in account review, booking restrictions, suspension, or termination of access to the Klenzaa platform.

6. Property Damage and Liability

Klenzaa is a technology platform that facilitates bookings between Customers and independent cleaning professionals.

The Customer acknowledges and agrees that:

Cleaning services booked through the Klenzaa platform are performed by independent cleaning professionals and not by employees, agents, or representatives of Klenzaa.
Klenzaa does not automatically assume liability for property damage, loss, theft, personal injury, or other claims arising from services performed by independent cleaning professionals.
Customers must report any property damage concerns as soon as reasonably possible and no later than forty-eight (48) hours following service completion.
Klenzaa may require supporting evidence, including photographs, videos, receipts, invoices, estimates, communications, timestamps, or other documentation necessary to review a claim.
Klenzaa may investigate reported incidents, request information from the parties involved, and facilitate communication between the Customer and the independent cleaning professional.
Klenzaa reserves the right to determine whether sufficient information has been provided to review a claim.
Klenzaa is not responsible for pre-existing damage, normal wear and tear, deterioration of materials, manufacturer defects, improper installation, hidden defects, structural issues, aging surfaces, or conditions that existed prior to the commencement of services.
Klenzaa does not guarantee compensation, reimbursement, repair, replacement, or acceptance of any claim. All claims are reviewed individually based on the facts, evidence, and circumstances of the booking.
Customers are encouraged to maintain appropriate homeowner, landlord, tenant, condominium, commercial property, or short-term rental insurance coverage applicable to their property and circumstances.

7. Independent Cleaning Professionals

Klenzaa operates exclusively as a technology platform that facilitates bookings between Customers and independent cleaning professionals.

Klenzaa does not provide cleaning services directly and is not a cleaning contractor, employer, staffing agency, or provider of cleaning personnel.

All cleaning professionals using the Klenzaa platform operate as independent contractors and are not employees, agents, partners, joint venturers, representatives, or legal affiliates of Klenzaa.

Nothing in this Agreement, the use of the Klenzaa platform, or any booking facilitated through the platform shall be construed as creating an employment relationship, agency relationship, partnership, joint venture, franchise relationship, or similar legal relationship between Klenzaa and any cleaning professional.

Independent cleaning professionals are solely responsible for determining how services are performed, maintaining any required licenses or permits, complying with applicable laws, and fulfilling their obligations to Customers in accordance with Klenzaa policies and platform standards.

8. Force Majeure

Neither Klenzaa, the Customer, nor any independent cleaning professional shall be liable for any delay, interruption, failure to perform, or inability to perform obligations arising from events beyond their reasonable control, including but not limited to:

Natural disasters, severe weather events, floods, fires, earthquakes, or other acts of nature;
Government actions, regulatory changes, public health emergencies, pandemics, quarantines, or travel restrictions;
Utility failures, internet outages, telecommunications failures, transportation disruptions, or infrastructure failures;
Labor disputes, strikes, lockouts, or workforce shortages;
Civil unrest, acts of terrorism, war, threats to public safety, or security incidents;
Emergencies, accidents, illness, injury, or other unforeseen circumstances affecting the ability to safely perform or receive services; and
Any other event or circumstance beyond the reasonable control of the affected party.

Where reasonably practicable, the affected party shall provide notice of the delay or inability to perform and may reschedule the affected services without liability.

Nothing in this section limits any rights or remedies that cannot be excluded under applicable law.

9. Term and Termination

This Agreement shall remain in effect until:

Completion of a one-time service; or
Termination by either party for recurring services in accordance with applicable Klenzaa policies.

Klenzaa reserves the right, in its sole discretion, to suspend, restrict, deactivate, or terminate any Customer or Service Provider account, with or without notice, where:

(a) the user breaches this Agreement, the Terms of Service, or any applicable Klenzaa policy;
(b) the user violates applicable laws, regulations, or governmental requirements;
(c) the user engages in fraudulent, abusive, deceptive, discriminatory, threatening, unsafe, illegal, or harmful conduct;
(d) the user provides false, misleading, or inaccurate information;
(e) Klenzaa reasonably believes that continued access to the platform may expose Klenzaa, its users, service providers, customers, partners, or third parties to legal, financial, operational, reputational, or security risks; or
(f) Klenzaa is required to do so by law, regulatory authority, court order, or governmental directive.

Customers and Service Providers may terminate their account at any time by following the account closure process available through the Klenzaa platform or by contacting customer support.

Termination, suspension, restriction, or deactivation of an account shall not affect any rights, obligations, liabilities, payment obligations, indemnities, dispute resolution provisions, investigations, or claims that arose prior to the effective date of termination.

Klenzaa reserves the right to retain records and information as required by applicable law, regulatory requirements, fraud prevention measures, dispute resolution processes, and legitimate business purposes.

10. Confidentiality

Klenzaa is committed to protecting the privacy and confidentiality of information obtained in connection with the use of the Klenzaa platform and the provision of services.

Customers and Service Providers acknowledge and agree that:

Information obtained through the Klenzaa platform or during the performance of services shall be treated as confidential and shall not be disclosed, shared, sold, distributed, or used for any purpose unrelated to the provision of services, except as permitted by law or authorized by the affected party.
Customers and Service Providers shall take reasonable steps to protect confidential information, including personal information, access credentials, security codes, property information, business information, and other non-public information.
Service Providers may only access, use, and retain information necessary to perform the booked services and comply with applicable laws and Klenzaa policies.
Klenzaa may collect, use, store, process, and disclose information in accordance with its Privacy Policy, applicable laws, legal obligations, fraud prevention requirements, safety investigations, dispute resolution processes, and operational requirements.
Klenzaa may disclose information where required by law, court order, regulatory authority, law enforcement request, or where reasonably necessary to protect the rights, safety, property, users, platform integrity, or legitimate interests of Klenzaa or third parties.
Service Providers are expected to maintain appropriate confidentiality standards regarding any information observed or obtained while performing services at a Customer's property.
Confidentiality obligations shall survive the completion of services, account suspension, account termination, or termination of this Agreement.

11. Governing Law and Severability

This Agreement, the use of the Klenzaa platform, and any disputes arising out of or relating to this Agreement shall be governed by and construed in accordance with the laws of the Province of Ontario and the applicable federal laws of Canada, without regard to conflict of law principles.

To the extent permitted by applicable law, the parties agree that any legal action, proceeding, or dispute arising from or relating to this Agreement or the use of the Klenzaa platform shall be brought in the courts of the Province of Ontario.

If any provision of this Agreement is determined by a court of competent jurisdiction to be invalid, illegal, unenforceable, or void, that provision shall be deemed severed from this Agreement and shall not affect the validity, legality, or enforceability of the remaining provisions, which shall remain in full force and effect.

The failure of Klenzaa to enforce any provision of this Agreement shall not constitute a waiver of its right to subsequently enforce that provision or any other provision of this Agreement.

12. Entire Agreement

This Agreement, together with Klenzaa's Terms of Service, Privacy Policy, Cancellation Policy, Satisfaction Guarantee Policy, Property Damage Policy, and any other policies referenced herein, constitutes the entire agreement between Klenzaa and the Customer regarding the use of the Klenzaa platform and the services facilitated through the platform.

This Agreement supersedes all prior discussions, representations, understandings, communications, and agreements relating to the subject matter herein.

Klenzaa may modify, update, or amend this Agreement from time to time. Material changes will be communicated through the Klenzaa platform, email, or other reasonable means of notice.

By creating an account, checking an acceptance box, clicking "I Agree", booking services, accessing the platform, or continuing to use the Klenzaa platform after updated terms become effective, the Customer acknowledges and agrees to be bound by this Agreement and any future amendments.

The parties agree that electronic acceptance of this Agreement constitutes a legally binding agreement and has the same force and effect as a handwritten signature to the fullest extent permitted by applicable law.