Doyo Service Agreement

What Doyo is, and what it is not

Doyo is a marketplace. We introduce you to independent service providers, handle the booking, collect payment, and keep the record of what was agreed. We do not do the work ourselves.

The people who do the work are independent businesses. They are not our employees, and they decide whether to accept a job and how to carry it out.

When you book a job, your contract for the work is with the provider who accepts it — not with Doyo. The provider is the one supplying the service to you, and they are responsible for the work, its quality, and any damage or injury they cause. The provider's name is shown on your order once they accept.

On a job booked from our catalogue, the listed price is Doyo's standard price for that service. A provider who accepts the job agrees to do it at that price, and it becomes their price to you. On a quoted job, the provider sets their own price in the quote they send you. Either way, the price you see already includes Doyo's fee.

Doyo collects your payment as the provider's limited payment collection agent. That means when you pay Doyo for a job, you have paid the provider: you never owe the provider that amount a second time. Doyo's fee is for the booking and payment service we provide to you and the provider.

Our contract with you is this one: the platform, the payment handling, and the protections described below.

One exception. A few services are marked as done by Doyo, and on those orders Doyo is shown as the provider. For those services only, Doyo is the provider and your contract for the work is with Doyo.

Who can use Doyo

You need to be at least 18 and able to enter a contract. You must give accurate information when you book, including a service address you are entitled to give access to.

Your account is yours. Keep your sign-in details to yourself, and tell us if you think someone else has used your account.

Booking and what a price means

For hourly work, the price shown when you book is an estimate: the provider's hourly rate, the expected duration, and Doyo's fee. It is not a fixed quote, because nobody knows how long a job takes until it is done.

For larger work we use quotes instead. A provider visits, looks at the job, and sends you a written quote. You see the total before you accept anything.

Either way, the final amount cannot exceed the written estimate or quote by more than ten per cent unless you agree to the change first, in writing, in the order chat. This is your right under Ontario's Consumer Protection Act, and we build it into the product: a provider who finds extra work has to put the revised figure to you and wait for your answer.

If you ask for additional or different work partway through, that is a change of scope. It is agreed the same way — in the chat, with the new figure visible — and the ten per cent is then measured against the revised amount.

Where a listing says what is included, read it as the work that will be done — the rooms cleaned, the line cleared, the walls painted, the waste taken away. How the provider does it is their decision as an independent business: how many people they bring, what equipment they use, and how they schedule the day. If a particular arrangement matters to you, agree it with the provider in the order chat before the work starts, and it becomes part of what was agreed.

All prices are in Canadian dollars and include Doyo's fee. If tax applies to a job, it is included in or shown with the price before you pay. You are never charged an amount you were not shown.

Quoted jobs, deposits and the holdback

Larger jobs — renovations, flooring, landscaping and similar — run as quoted jobs, and work differently from hourly bookings.

• A site visit may carry a visit fee, shown before you book it. It is paid to the provider for their time.
• When you accept a quote you pay a deposit. The deposit is not paid straight out to the provider: Doyo holds it until you confirm the work is done.
• The balance is charged when the job is completed.
• A percentage of the provider's payment is held back for a warranty period after completion, so there is money still on the table if something has to be put right. The percentage and the number of days are shown to you when you accept the quote.

If something is wrong, tell us before you confirm the work, and the held funds stay held while we look at it. Confirming the work releases the provider's payment, so confirm when you are actually satisfied and not before.

Payment

Payments are processed by Stripe. Doyo never sees or stores your card number. Doyo collects the payment on the provider's behalf, as described in "What Doyo is, and what it is not".

For an hourly job we authorize the estimated amount on your card once a provider is assigned, and charge it only when the job is completed. An authorization is a hold, not a charge — if the job does not go ahead, the hold is released.

If a job is completed and no payment was ever authorized, it is recorded as paid directly: you settle with the provider yourself, and Doyo is not holding or releasing anything on that job.

Tips are optional, go entirely to the provider, and we take no fee on them. You are asked about a tip after the work is finished, never before.

Cancelling

You can cancel free of charge while we are still matching you with someone, and before a provider has started work. Any payment hold is released.

Once a provider is on the way or on site, a cancellation may carry a charge for their time and travel. If so, the amount is shown to you before you confirm the cancellation.

You also have cancellation rights under Ontario law that go beyond our policy. Where an agreement is made remotely — as it is in the app — you may cancel within seven days if we did not give you the required information or a written copy of your agreement, and within one year if the required disclosure was never provided at all. If you signed for work worth more than fifty dollars at your home rather than in the app, you have ten days to cancel for any reason. When you cancel under any of these rights, we refund you within fifteen days.

A provider can also cancel. If they do, you are not charged, any hold is released, and we try to find you someone else.

Access, safety and the work site

The provider needs to be able to get in and work safely. Please give accurate access instructions, secure pets, clear the area where you can, and say in advance if there is anything about the property they should know.

Tell us in advance if the work needs a permit, touches shared property in a condominium, or affects a neighbour. Some work cannot lawfully go ahead without one.

A provider may decline or stop work that they consider unsafe, or that they are not licensed to do. That is not a breach of this agreement on their part — it is what we ask of them.

Licences and insurance

Before a provider is offered work, their identity and police record are checked — by an independent screening company we work with, or, until that is in place for every provider, by Doyo from documents the provider gives us. Police checks are renewed every year.

Some work in Ontario may only be done by a licensed contractor — electrical work by an ECRA/ESA licensed electrical contractor, gas work by a TSSA-registered contractor, plumbing by a licensed plumber, and so on. Before a provider is offered work in a licensed trade, we check their licence on the regulator's public register, and they stop being offered that work when it lapses.

On the trades where a mistake is expensive — plumbing, electrical, heating and cooling, painting, moving, pest control, renovation, flooring and landscaping — the provider must carry commercial general liability insurance of at least two million dollars and give us a certificate. The provider declares that the certificate is genuine and current, and is responsible for it. We review it for completeness, but we do not confirm the cover with the insurer. So when you see "insurance on file", it means the provider has given us a certificate — not that Doyo has confirmed it or insures the work. The trades that require cover are shown on each service page; other trades do not require it.

Checks are made at a point in time and are not a guarantee. A provider could let a policy lapse, or give false information; that is the provider's responsibility, and we remove any provider who does.

If a provider ever offers to do licensed work without the licence, decline it and tell us.

If something goes wrong

Tell us. Report it from the order in the app, and do it while the job is fresh — on a quoted job, before you confirm the work, so the held funds are still held.

Damage, injury or poor work is the responsibility of the provider who did the job: your claim for it is against them, and against their insurer where they have one. We will help: we give you the provider's business name and contact, the record of the job and the chat, and their insurer's details where we hold them.

While your money is still with us, we can also act on it. We look at what happened, talk to both of you, and we can ask the provider to put it right, hold the payment while that happens, or refund you from it. Once the payment has been released to the provider, or the job was paid directly between you, we can no longer move that money, and your remedy is against the provider.

If a provider does not turn up, or the job does not go ahead, you are not charged for it.

None of this replaces your right to go to court, to Small Claims Court, or to complain to Consumer Protection Ontario.

Reviews

Reviews have to reflect a real job you actually booked. We remove reviews that are unlawful, abusive, or written to damage a competitor, and we may suspend accounts that abuse the system. We do not remove a review just because a provider dislikes it.

Keeping work on the platform

Please do not arrange, or agree to arrange, work with a Doyo provider off the platform to avoid our fee. It is not a technicality: off-platform work has no record, no payment protection, no holdback, and no way for us to help you if something goes wrong.

Doing it repeatedly may cost you your account.

What we are responsible for

We are responsible for running the platform honestly: showing you accurate prices, handling your payment correctly, keeping the record of what was agreed, carrying out the checks we describe in this agreement, and doing what this agreement says we will do.

We are not responsible for the work itself, or for damage, injury or loss caused by a provider, who is an independent business carrying out its own work. We do not guarantee that a provider will be available, and we do not warrant the outcome of their work.

Except where the law does not allow us to limit it, Doyo's total liability to you for any claim connected to an order is limited to the fee Doyo earned on that order. This does not reduce our duty to return money we hold for you, or money we charged you in error. We are not liable for indirect or consequential losses.

Doyo is not responsible for delays or failures caused by things outside our reasonable control, such as outages of the services we rely on or severe weather.

For services done by Doyo itself, Doyo is responsible for the work as the provider would be, and the limit above is the price you paid for that order instead of our fee.

Your rights under Ontario law come first

If you are a consumer in Ontario, the Consumer Protection Act, 2002 gives you rights that apply no matter what any agreement says. Nothing here takes them away, and any part of this agreement that conflicts with them does not apply to you.

That includes two things worth stating plainly, because many platforms write the opposite. You are not required to take a dispute to private arbitration instead of court, and you are not giving up your right to start or join a class proceeding. Sections 7 and 8 of that Act make such terms unenforceable in Ontario, and we are not asking you to sign one.

Where we say our liability is limited, that limit does not apply to anything the law does not allow us to limit.

Suspension and closing your account

You can close your account at any time from the app. Orders that are already under way still have to be settled.

We may suspend or close an account for fraud, abuse of a provider, repeated late cancellations, or a serious breach of this agreement. Where we do, we tell you why, and you can ask us to look again.

Privacy

How we handle personal information is set out in our Privacy Policy at doyo.ca/privacy, which forms part of this agreement. In short: we collect what the service needs, payment card details go to Stripe and never reach our servers, and we do not sell personal information.

Changes to this agreement

We may update this agreement. When we do, the version number changes and you are asked to read and accept the new one — you will not be treated as having agreed to wording you were never shown.

If you do not accept a new version, you can keep using the parts of Doyo that do not depend on it, and you can close your account at any time. Work already booked stays under the version you accepted when you booked it.

Governing law

This agreement is governed by the laws of the Province of Ontario and the federal laws of Canada that apply there. The courts of Ontario have jurisdiction, and nothing here prevents a consumer from bringing a claim in the Superior Court of Justice or in Small Claims Court.

Doyo is operated by Doyo Innovative Solutions Inc., a corporation incorporated in Ontario with its office in Toronto. We serve the Greater Toronto Area and York Region, including Newmarket. You can reach us at [email protected].