Sensible Avenue
Legal
Terms & Conditions
1. Who We Are
Sensible Avenue Inc. (“Sensible Avenue”, “we”, “us”) provides home, facility, construction, and post-construction assistance through our platform. We operate as a facilitation service that connects clients with independent contractors, including vetted Sensible Visors partners, who uphold our principles of Integrity, Service, and Accountability.
All Sensible Visors and Assistants operate as independent contractors and are not employees, agents, or legal representatives of Sensible Avenue.
2. Services and Fees
Service Categories
- Subscriptions and Plans — Scheduled services delivered by a dedicated Sensible Visor and their team, providing continuity and familiarity with your home or facility.
- As-Needed Assistance and Per-Task Support — One-time or occasional services performed based on your instructions.
Billing Model
- Unless otherwise stated, services are billed hourly.
- Travel time, setup, and minimum charge time are included in the billable minimum.
- If multiple Assistants are assigned, billing reflects the applicable hourly rate per person.
Materials
If Sensible Avenue provides supplies or materials and the booking is cancelled, the client is responsible for associated material costs. Material charges will be billed at the approved category associated costs with proof of purchase.
Work Pace and Time Limits
Services are performed at a normal, steady, non-exertive pace. Independent contractors manage their own work methods and may take a discretionary lunch break when needed. Such breaks are not billable and do not affect the approved maximum time.
Same-Worker Availability
While Sensible Avenue aims to provide continuity, Sensible Avenue does not guarantee the availability of any specific Sensible Visor or Assistant for future bookings.
2A. Construction-Related Services and Lien Rights
For clients engaging Sensible Avenue Inc. for construction, post-construction cleaning, debris removal, deficiency cleaning, turnover preparation, or final handover cleaning following any build, renovation, or alteration:
- The client acknowledges that these services constitute an essential contribution to a capital improvement under the Ontario Construction Act.
- Sensible Avenue Inc. expressly reserves its full rights to preserve and perfect a construction lien against the property in the event of non-payment.
- These rights apply whether the client is the owner, general contractor, or intermediary.
- This clause does not apply to routine housekeeping or non-construction maintenance services.
2B. On-Velocity-Metered
Service Overview
On-Velocity-Metered supports specialty errands and rapid-sequence tasks that require flexible routing. Metered time begins when your Assistant arrives at your requested pickup starting point and task, continues through the route, and concludes once they return to your chosen final destination within Ottawa city limits.
Billing is calculated per minute, per assistant after the first hour based on the hourly rate assigned to your Job.
Each service begins with a minimum prepaid Job of one (1) hour. Any additional time used within that Job is billed per minute and charged automatically to the card on file.
A valid payment card must remain on file until all charges have been fully processed.
Cancellations and Rescheduling
To maintain smooth coordination:
- Cancellation or rescheduling requests must be submitted at least three (3) hours before the scheduled pickup window.
- Requests received after this period will incur the minimum charges.
Errands, Parcels, and Vehicles
Sensible Avenue facilitates assignments only. All errands, parcel handling, and vehicle-related tasks are performed strictly at the client’s direction. Sensible Avenue is not responsible for the contents of parcels, the condition of items, or any non-safety-compliant errands and assignments requested by the client unless the assistant neglects to follow the client’s instructions.
For vehicle-related assistance, the client is solely responsible for ensuring that the vehicle is properly insured and licensed before any pickup or delivery occurs. Sensible Avenue does not provide insurance coverage for client vehicles or personal property.
Drivers may provide reasonable assistance related to the task when safe and appropriate. If the requested assistance exceeds what a single driver can reasonably perform, additional assistants may be requested for specialized tasks and assistance if required.
Missed Appointments
If the client is not available at the scheduled window start time, the assigned worker will remain on-site for the full one (1) hour minimum. In such cases, the minimum service charge is considered earned and will be processed accordingly.
Body-Camera Recording
Upon booking, body-camera recording may be requested. When enabled, footage is provided at a rate of $2.25 per operational hour, plus applicable tax.
2C. On-You — Third-Party Fees
- Complimentary Service — This service is provided strictly as a courtesy. Sensible Avenue does not charge fees and does not add any amount to the client’s invoice.
- Payment Method — The client may pay the merchant directly or deposit funds into the driver’s KOHO prepaid card.
- Excess Funds — Any remaining balance will be returned to the sender upon request, minus applicable third-party bank fees.
2D. On-Fixed Monthly Plan
Service Overview
Sensible-Visors are delivered through a Monthly Plan, designed to give you a dedicated supervisory assistant, priority scheduling, and preferred client rates.
Each plan includes pre-scheduled service dates, referred to as Segments, and carries a minimum monthly commitment of three (3) billable hours. At plan initiation, the first three (3) hours are collected upon enrolment, and each subsequent Segment is charged at verified arrival time.
Your plan provides:
- A dedicated supervisory assistant
- Guaranteed booking dates
- Preferred client rates
Your plan renews automatically each month unless cancelled or the minimum three (3) hours of monthly commitment has not been met.
You may share new instructions at any time before or during your scheduled Segment. If you need additional Segments within the same month, we kindly ask for three (3) days’ notice.
Rescheduling and Cancellations
To keep scheduling fair for all clients:
- Rescheduling or cancellation requests must be submitted at least three (3) days before your Segment.
- Requests received after this window will incur the minimum service charge for each assigned assistant.
Segment Terms
Each Segment service includes:
- A minimum of three (3) billable hours per assistant
- Time beyond the minimum is charged to the minute until the Segment concludes.
- Additional time beyond the minimum duration if not requested in advance is subject to availability.
- Billing is processed automatically through the card on file or upon request
- A valid card must remain on file until all charges are completed
- When additional time beyond the three (3) hour minimum is booked in advance, any portion of that pre-paid time not used due to early completion will be refunded automatically to the same card on file.
- Basic tools will be provided by the Assistant, with optional use of safe client-provided tools.
If specialized tools or expertise are required, an On-Demand Specialist can be requested as an additional service extra.
Travel Time, Delays, and Missed Appointments
Travel time forms part of the total service duration unless Sensible Avenue confirms otherwise.
Sensible Avenue facilitates independent workers and cannot control traffic conditions, human behaviour, or unforeseen delays. While punctuality is expected, occasional late arrivals may occur.
If an assistant has not arrived within thirty (30) minutes of the scheduled start time, please contact Sensible Avenue should you prefer to request an alternate available worker in the area rather than continue waiting, or to cancel the appointment entirely. In such cases, no cancellation fee or minimum service charge will apply.
If the client is not available at the scheduled window start time, the assigned worker will remain on-site for the full three (3) hour minimum. In such cases, the minimum service charge is considered earned and will be processed accordingly.
Changing Your Sensible-Visor
If you wish to replace the assigned Sensible-Visor at any time, you may inform us and we will coordinate an appropriate substitution.
Body-Camera Recording
Upon booking, body-camera recording may be requested. When enabled, footage is provided at a rate of $2.25 per operational hour, plus applicable tax.
2E. On-Demand
Service Overview
On-Demand Services are provided and delivered by independent contractors.
Sensible-Assistants are available for flexible, as-needed support. Each Job includes a minimum service duration of two (2) hours per assistant, and is charged at verified arrival time.
- The minimum service duration is charged upfront.
- Additional time beyond the minimum is charged per minute until completion.
- All charges are processed through the card on file.
- A valid payment card must remain on file until all charges are fully processed.
- When additional time beyond the two (2) hour minimum is booked in advance, any portion of that pre-paid time not used due to early completion will be refunded automatically to the same card on file.
Coordination and Availability
- Cancellation window — Requests must be submitted at least three (3) hours before the scheduled start time.
- Late requests — Late cancellations incur the minimum service charge per assigned assistant.
- Additional time — Additional time is subject to availability.
- New booking requirement — If the task is not complete, a new booking is required.
- Travel time — Travel time is included unless stated otherwise.
Travel Time, Delays, and Missed Appointments
Travel time forms part of the total service duration unless Sensible Avenue confirms otherwise.
Sensible Avenue facilitates independent workers and cannot control traffic conditions, human behaviour, or unforeseen delays. While punctuality is expected, occasional late arrivals may occur.
If an assistant has not arrived within thirty (30) minutes of the scheduled start time, please contact Sensible Avenue should you prefer to request an alternate available worker in the area rather than continue waiting, or to cancel the appointment entirely. In such cases, no cancellation fee or minimum service charge will apply.
If the client is not available at the scheduled window start time, the assigned worker will remain on-site for the full two (2) hour minimum. In such cases, the minimum service charge is considered earned and will be processed accordingly.
Body-Camera Recording
Upon booking, body-camera recording may be requested. When enabled, footage is provided at a rate of $2.25 per operational hour, plus applicable tax.
2F. Care & Nanny Services
Care-related services—including Elderly Care, Childcare, and Nanny Services—are performed by independent contractors on a self-directed basis.
Sensible Avenue does not assign, supervise, manage, or direct any care provider, nor does Sensible Avenue guarantee availability, suitability, or replacement personnel.
2G. Third-Party Facilitation Notice — Care & Nanny Services
Sensible Avenue Inc. acts solely as a third-party technology facilitator for Elderly Care Providers and Childcare/Nanny Providers.
Sensible Avenue does not:
- Employ, supervise, train, or manage care providers
- Control how care services are performed
- Vet, certify, or guarantee qualifications or background
- Provide personal care, medical care, childcare, eldercare, supervision, or safety-critical services
- Assume any duty of care or employer obligations
Client Responsibilities
The Client is solely responsible for:
- Selecting and directing the independent contractor
- Ensuring suitability for their household or dependents
- Conducting any background checks or due diligence
The Client assumes all risks associated with engaging any care provider. Sensible Avenue is not liable for any acts, omissions, injuries, damages, or losses connected to care-related services.
2H. On-Priority Monthly Subscription
Service Overview
Sensible-Visors are delivered through a simple Monthly Priority Subscription, designed to give you a dedicated supervisory assistant, priority scheduling, and preferred client rates.
Each subscription includes a minimum monthly commitment of three (3) billable hours. At the beginning of the subscription, the first three (3) hours are collected upon enrolment, and each subsequent Segment is charged at verified arrival time.
For best availability, we kindly ask for three (3) days’ notice when requesting a Segment.
Rescheduling and Cancellations
To keep scheduling fair for all clients:
- Requests to reschedule or cancel must be submitted no later than three (3) days before your scheduled Segment.
- Requests received after this window will incur a minimum service charge of three (3) billable hours per assistant.
Subscription Terms
Each Priority Subscription includes:
- A minimum of three (3) billable hours per calendar month
- Hours that may be scheduled at any time during that month
- Your plan renews automatically each month unless cancelled or the minimum three (3) hours of monthly commitment has not been met.
- Your Sensible-Visor can provide basic app onboarding assistance when booking assistants through the Sensible Avenue platform.
Segment Terms
Each Segment is delivered as a service which includes:
- A three (3) hour minimum per assistant
- Additional time charged to the minute until the Segment concludes
- Additional time beyond the minimum duration, if not requested in advance, is subject to availability.
- Billing processed automatically through the card on file or upon request
- A valid card must remain on file until all charges have been completed.
- When additional time beyond the three (3) hour minimum is booked in advance, any portion of that pre-paid time not used due to early completion will be refunded automatically to the same card on file.
- Basic tools will be provided by the Assistant, with optional use of safe client-provided tools.
If specialized tools or expertise are required, an On-Demand Specialist can be requested as an additional service extra.
Travel Time, Delays, and Missed Appointments
Travel time forms part of the total service duration unless Sensible Avenue confirms otherwise.
Sensible Avenue facilitates independent workers and cannot control traffic conditions, human behaviour, or unforeseen delays. While punctuality is expected, occasional late arrivals may occur.
If an assistant has not arrived within thirty (30) minutes of the scheduled start time, please contact Sensible Avenue should you prefer to request an alternate available worker in the area rather than continue waiting, or to cancel the appointment entirely. In such cases, no cancellation fee or minimum service charge will apply.
If the client is not available at the scheduled window start time, the assigned worker will remain on-site for the full three (3) hour minimum. In such cases, the minimum service charge is considered earned and will be processed accordingly.
Changing Your Sensible-Visor
If you wish to replace the assigned Sensible-Visor at any time, you may inform us and we will coordinate an appropriate substitution.
Body-Camera Recording
Upon booking, body-camera recording may be requested. When enabled, footage is provided at a rate of $2.25 per operational hour, plus applicable tax.
3. Bookings, Rescheduling, and Cancellations
Cancellation / Rescheduling Window
Cancellation and rescheduling windows vary by service type and are governed by these Terms & Conditions. Cancellations or reschedules outside the applicable window will be charged the full service fee.
Weather and Unforeseen Delays
If a job is postponed due to weather or conditions beyond reasonable control, it will be rescheduled to the next available slot without penalty.
4. Payments, Late Fees, and Refunds
Payment Methods
Electronic payments only. No cash is accepted. Cards on file may be charged in advance, upon job completion, or via other approved electronic methods at Sensible Avenue’s discretion.
Due Date
Payment is due immediately upon request. Accounts unpaid for more than 30 days may be referred to a collection agent. Direct damages or costs caused by delayed payment—including service interruptions, rescheduling costs, labour losses, or material expenses—may be added to the account.
Suspension of Services for Non-Payment
Sensible Avenue Inc. may immediately suspend or terminate all scheduled or ongoing services across all client sites if any invoice remains unpaid past its due date.
- Sensible Avenue Inc. is not liable for project delays, inspection failures, missed deadlines, or damages resulting from suspension due to non-payment.
- A $45 administrative late fee applies when an overdue account is submitted to a collection agency or similar organization.
- Service reinstatement is at Sensible Avenue’s discretion and may require full payment of outstanding balances.
Refunds
Approved refunds are issued to the original payment method within 3 days. Refund eligibility is assessed case by case based on service scope, documentation, and timing.
5. On-Site Protocol and Safety
Client Responsibilities
Clients must provide:
- Safe access to the premises;
- Required safety information;
- First aid or medical kits;
- Necessary materials or equipment;
- Clear identification of restricted areas;
- Disclosure of known allergies or sensitivities;
- Maximum time limits before service begins;
- Functional utilities, including electricity, lighting, water, and climate control.
Client Representations
The client represents that all information provided regarding the premises, hazards, materials, and scope is accurate and complete.
Valuables and Access
Clients are responsible for securing 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 on site. The client must ensure all individuals and animals are safely managed and kept clear of active work areas.
Unsafe Conditions
Work may be paused or cancelled if conditions are unsafe or materially different from the agreed scope. Time spent on site up to the point of withdrawal remains billable. Additional fees may apply for delays or re-attendance.
6. Recordings and Privacy
Video / Recordings
For quality, safety, and training, work areas may be recorded. Recording availability is not guaranteed and may vary based on device, connectivity, or operational requirements.
Clients requiring access to footage must notify us at booking so appropriate arrangements can be made. Recording access and live streaming are available upon request for an additional fee.
Recording and Sharing Between Parties
By booking services, the client consents to recordings that may capture the client or client property for the purposes of service delivery, safety, quality assurance, training, verification, and dispute resolution. Sensible Avenue and the client may share recordings with each other and with Sensible Visors, Assistants, and authorized personnel strictly for the purposes above and in accordance with applicable Canadian privacy laws.
Clients who do not consent to recordings or to sharing between Sensible Avenue and its personnel must notify Sensible Avenue at booking; reasonable accommodations or alternative arrangements will be considered where practicable.
Retention and Handling
Recordings are retained and handled in accordance with Sensible Avenue’s internal practices and approved Canadian technology providers.
Data Requests
Requests for recordings follow our access procedures, including identity verification and applicable fees. Sensible Avenue may limit or deny requests where required by law, privacy restrictions, or contractual obligations.
Client Use of Footage
Clients receiving post-service or live body-camera footage agree not to share such footage except as necessary for their home or business purposes and in compliance with applicable laws.
6A. Personal Health Information (PHI) Access & Disclosure
Recordings may contain Personal Health Information (PHI). Sensible Avenue does not own or control PHI. All PHI is handled strictly in accordance with the instructions of the Health Information Custodian (HIC).
Authorized access is limited to:
- Nurses or regulated health professionals providing clinical care;
- The patient (when the patient is the HIC or exercising PHIPA access rights);
- Sensible Avenue (technical access only).
Disclosure of PHI may occur only when legally permitted, including for care, with consent, under warrant, to prevent serious harm, or when authorized by the HIC.
Non-medical contractors are prohibited from accessing PHI.
Sensible Avenue will notify the HIC of any actual or suspected PHI breach and comply with PHIPA obligations.
6B. Client Responsibility for Recording Access, Use, and Misuse
- Recording Location and Client Control: All recordings are captured within the client’s property or job site. The client is legally responsible for determining who may view recordings of their property or job site.
- No Unauthorized Sharing: Clients agree not to publish, upload, distribute, or disclose footage except as necessary for their own home or business purposes and in compliance with Canadian privacy laws.
- Accidental Capture Outside the Property: If footage captures public areas or neighbouring properties, the client must notify Sensible Avenue and delete such footage upon request.
- Client Responsibility for Misuse: The client assumes full responsibility for any misuse or unauthorized disclosure once footage is provided.
- Revocation of Access: Sensible Avenue may suspend or revoke recording access if misuse is suspected.
- Acknowledgment of Mobile Recording: Recording devices function similarly to mobile CCTV operating within the client’s property or job site.
6C. Ratings and Reviews
Clients and workers may provide star ratings (1–5) and optional written feedback. Ratings may be used for scheduling, quality assurance, and dispute resolution.
Sensible Avenue may moderate or remove unlawful or inappropriate content. Either party may dispute a rating by contacting Assist@sensibleavenue.ca.
Retaliatory ratings are prohibited.
7. Conduct and Non-Solicitation
Harassment, threatening conduct, discriminatory behaviour, or unsafe actions toward staff and workers may result in immediate suspension or termination of service. Fees for time spent on site may still apply.
For 12 months following the last service, the client shall not directly or indirectly hire or engage any personnel introduced via the Sensible Avenue platform outside the platform.
Clients may hire personnel directly only upon prior written notice and payment of a one-time Conversion Fee.
If the client hires personnel without notice and payment, the client agrees to pay $10,000 CAD as liquidated damages.
8. Problems and Disputes
Report damage, service concerns, or requests for post-service assistance within 24 hours of job completion, with photos or documentation where possible. Sensible Avenue will review the matter within three (3) business days and make reasonable efforts to resolve issues caused by an Assistant’s negligence.
Project performance, communication responsiveness, and payment punctuality may be recorded within the Sensible Avenue network.
Contact: Assist@sensibleavenue.ca
9. Privacy and Data Protection (Canada-Wide Compliance)
Sensible Avenue complies with PIPEDA and, where applicable, PHIPA.
All data is stored exclusively in Canada using encrypted, access-controlled infrastructure.
Information is used only for service delivery, safety, verification, customer support, clinical care (when applicable), and legal compliance.
Disclosure occurs only with consent, for healthcare, when required by law, or to prevent serious harm.
Individuals may request access, corrections, or withdrawal of consent in accordance with Canadian privacy law.
Sensible Avenue uses SMS messaging for identity verification, service notifications, and operational communication. No mobile opt-in data will be shared with third parties for marketing or promotional purposes. Users may opt out at any time by replying STOP or contacting Assist@sensibleavenue.ca.
10. Limitation of Liability
To the maximum extent permitted by law, Sensible Avenue is not liable for:
- indirect, incidental, or consequential damages;
- loss of income or business interruption;
- contractor performance issues;
- property damage not caused by proven negligence;
- misuse of the platform by clients or contractors.
Sensible Avenue’s total liability is limited to the fees paid for the specific service giving rise to the claim.
11. Indemnification
The client agrees to indemnify and hold harmless Sensible Avenue, its directors, employees, and contractors from any claims, losses, damages, or legal fees arising from:
- misuse of the platform;
- unsafe site conditions;
- inaccurate instructions;
- unauthorized access to recordings;
- violations of law or these Terms by the client.
12. No Warranty
Services are provided on an “as is” and “as available” basis. Sensible Avenue does not guarantee outcomes, timelines, contractor availability, or suitability for a particular purpose. Sensible Avenue does not provide legal, medical, engineering, or professional advice unless expressly stated.
13. Force Majeure
Sensible Avenue is not liable for delays or failures caused by events beyond its reasonable control, including weather, illness, emergencies, power outages, labour shortages, or government restrictions.
14. General Provisions
- Severability: If any part of these Terms is invalid, the remainder stays in effect.
- Assignment: Sensible Avenue may assign these Terms; clients may not assign without consent.
- Entire Agreement: These Terms constitute the entire agreement between the parties.
- Amendments: Sensible Avenue may update these Terms with notice.
15. Acceptance
By booking or receiving services from Sensible Avenue, the client acknowledges and agrees to these Terms and Conditions.