Terms of Service

3.1 Account Responsibilities

• Provide accurate, current information and keep it updated
• Protect account credentials; you are responsible for activity under your account
• Notify us immediately of suspected unauthorized access
• Use the platform only for lawful purposes

3.2 Prohibited Activities

• Fraud, misrepresentation, or posting illegal services
• Harassment, discrimination, or abusive conduct
• Violations of applicable laws or third-party rights
• Interference with platform operations or security
• Unauthorized scraping or data extraction
• Hate speech, threats, stalking, bullying, or unwanted sexual content
• Spam, scams, phishing, repeated unwanted contact, or attempts to move payments off-platform
• Sharing another person’s private or identifying information without authorization

Use the in-app report and block controls when content or conduct creates a safety concern. PoomAt may preserve reported evidence, review reports, restrict messaging, remove content, suspend accounts, or contact authorities when legally required or necessary to protect users.

5.1 Helper Standards

• Maintain required licenses and certifications
• Provide services professionally and competently
• Adhere to safety and quality standards
• Maintain appropriate insurance coverage
• Follow platform policies and guidelines

5.2 Client Responsibilities

• Provide accurate service requirements
• Ensure safe work environment
• Communicate professionally with helpers
• Pay for services as agreed
• Provide honest and fair feedback

7.1 Client Payments

• Clients are charged when a booking is confirmed, when a recurring billing cycle is due, or as otherwise presented at checkout.
• For marketplace services, payment may be processed through Stripe Connect and may be routed to a helper or company connected account, while withdrawal eligibility remains subject to completion confirmation, dispute review, account verification, and payment processor rules.

7.2 Helper Payouts

• Helpers and companies receive only the net service amount after the applicable PoomAt commission, achievement-based commission adjustments, refunds, chargebacks, reimbursements, and any other disclosed adjustments.
• Amounts associated with a service are not eligible for bank payout until the service is completed and PoomAt marks the amount as released in the payout ledger. A pending Stripe balance is not the same as a released payout balance.
• Recurring services may be billed by cycle or occurrence. Each cycle or occurrence may have its own completion confirmation, dispute window, and payout release timing.
• PoomAt is not a bank, trustee, fiduciary, or escrow agent. Stripe provides payment processing and connected account services. Payout availability may be delayed or restricted by Stripe, card networks, banks, law, risk review, disputes, refunds, or account verification requirements.
• Helpers are responsible for taxes and reporting income as required by law, except where PoomAt is required by applicable marketplace facilitator or tax collection rules to collect and remit certain indirect taxes.
• Payout for a completed service is released no earlier than 72 hours after completion is confirmed. If a client reports a problem during that time, the payout stays on hold until the claim is resolved.
• If a client is refunded, or a card payment is reversed through a chargeback, after the related payout was sent, PoomAt may reverse that transfer from your connected Stripe account for your share of the refunded amount, or otherwise recover it from future payouts. We will notify you when this happens.

7.3 Platform & Processing Fees

• Client-facing platform charges, helper-facing commission rates, payment processing costs, taxes, and optional payout fees are separate concepts and may be calculated differently.
• Helper commission rates may vary by eligibility, achievement rewards, account status, promotion, or service type, and the applicable rate is generally snapshotted at the time of payment or billing cycle.
• Platform and processing fees are refundable only as described in section 7.5 (Cancellations and Refunds) or where required by law.

7.4 Taxes

• Helpers are responsible for determining and fulfilling their obligations under applicable laws to report, collect, remit, or include in their price any applicable income taxes and, where not collected by PoomAt, any applicable indirect sales taxes.
• Where required or elected under applicable marketplace facilitator, platform operator, or tax collection rules, PoomAt may calculate, collect, report, and remit GST/HST/PST or similar taxes connected to marketplace transactions. Tax treatment may vary by province, service type, helper status, and transaction details.

7.5 Cancellations and Refunds

• Before a booking is paid, you can cancel it at no cost.
• If you, as the client, cancel a paid booking before the service begins, PoomAt refunds the amount paid minus a cancellation fee of 3% of that amount plus C$0.40. The fee covers payment processing charges that are not returned to PoomAt on a refund, and the cost of preparing the request. The exact fee and refund are shown before you confirm the cancellation.
• You receive a full refund, with no cancellation fee, if the Helper or company cancels or does not show up, if PoomAt cancels the booking, or where section 13.2 applies to you.
• Once a service has begun, it can no longer be cancelled from the app. If something went wrong, report a problem as described in section 7.6.
• Refunds go back to the original payment method. PoomAt issues them within 15 days of the cancellation, usually immediately; your bank or card issuer typically shows them within 5 to 10 business days.

7.6 Problems with a Service

• You may report a problem with a completed service within 14 days after completion. While a report is open, the related payout is held.
• PoomAt reviews the report and may refund you in full or in part, or release the payment to the Helper. We tell both parties the outcome.
• Reporting a problem does not limit any right you have under applicable consumer protection law or with your card issuer.

13.1 Governing Law & Jurisdiction (Canada)

These Terms are governed by the laws of the Province of Ontario and the laws of Canada applicable therein, without regard to conflict-of-laws rules. You agree to the exclusive jurisdiction of the courts located in Toronto, Ontario, unless mandatory laws of your province or territory (such as Quebec) require otherwise.

13.2 Quebec Consumers

• Where you reside in Quebec or services occur in Quebec, these Terms are governed by the laws of Quebec and the laws of Canada applicable therein.
• To the extent required by Quebec’s Consumer Protection Act, limitations of liability, warranty disclaimers, arbitration or class action waivers in these Terms do not limit your non-waivable rights.
• A French version of these Terms is available upon request. If a French version is provided, it will prevail in case of discrepancy for Quebec consumers.
• If you are a consumer in Quebec, or the service is to be performed in Quebec, you may cancel a booking at any time before the service begins without any cost or fee, and PoomAt refunds all amounts you paid for it within 15 days. Other mandatory distance-contract rights under Quebec law also apply.