Effective Date: 8/12/2025

Welcome to KOAL. These Terms & Conditions (“Terms”) govern your access to and use of the KOAL website, mobile applications, and related services (collectively, the “Platform”). By accessing or using KOAL, you agree to be legally bound by these Terms. If you do not agree, you must not use the Platform.

1. Introduction & Purpose

These Terms constitute a legally binding agreement between KOAL (“KOAL”, “we”, “our”, “us”) and all users of the Platform, including customers and independent service providers.

This document outlines:

• Legal and contractual terms

• Platform usage rules

• Safety and compliance requirements

• Privacy and data usage principles

• Payment, cancellation, and dispute policies

2. Legal Status of KOAL

KOAL is a technology platform, not a cleaning company and not an employer.

• KOAL does not hire, employ, or supervise cleaners

• All cleaners operate as independent contractors

• KOAL does not control work methods, schedules, or wages

• KOAL does not provide employment benefits or act as a franchise

All services are performed by independent professionals. KOAL’s role is limited to facilitating connections, technology, and payments.

3. Definitions

• Platform: KOAL website, mobile app, software, and systems

• User: Any person or entity using KOAL

• Customer: A user booking cleaning services

• Provider: An independent cleaning professional

• Team Lead: A provider managing their own cleaning team

• Booking: A scheduled service request

• Service Fee: Amount charged for services

• KOAL Fee: Platform usage fee or commission

• Incident Report: Formal report of disputes, damage, or safety issues

4. Eligibility & Account Registration

• Users must be 18 years or older or have legal authority

• All information provided must be accurate and current

• Users are responsible for safeguarding login credentials

• Unauthorized account use must be reported immediately

KOAL reserves the right to suspend or terminate accounts at its discretion.

5. Platform Use & Marketplace Role

KOAL operates as a neutral marketplace connecting customers with independent providers.

KOAL does not guarantee:

• Provider availability

• Quality of work

• Service outcomes

All agreements for services are between the customer and the provider directly.

6. Bookings, Rescheduling & Cancellations

Customer Responsibilities

Customers must:

• Provide accurate property details

• Disclose pets, hazards, or cameras

• Ensure safe and lawful access

• Secure valuables

Cancellation Policy

• Same-day cancellation: full service fee

• Rescheduling within 12 hours: 50% fee

• Provider cancellation: refund or rebooking offered

7. Pricing, Fees & Payments

Charges may include:

• Base service fees

• Add-on services

• Supply surcharges

• Last-minute booking fees

Providers receive service fees minus KOAL’s platform fee. Tips belong 100% to providers.

False chargebacks may result in account suspension or legal action.

8. Independent Contractor Model

Providers:

• Operate their own businesses

• Are responsible for taxes, insurance, and compliance

• Control schedules, methods, and staffing

KOAL does not provide employment guarantees or benefits.

9. Team Model Terms

Team Leads:

• Are fully responsible for hiring and managing team members

• Must conduct background checks

• Must maintain liability insurance

• Must ensure signed agreements with team members

KOAL is not a party to team member agreements.

10. Safety & Compliance

General Safety

• Unsafe premises may be refused

• Hazards must be reported

• PPE and safety protocols must be followed

Camera & Privacy Policy

• Customers must disclose indoor cameras

• Secret recording is prohibited

Product Use

• All cleaning products must comply with WHMIS standards

11. Reviews & User Content

• Reviews must be honest and respectful

• False or abusive reviews may be removed

• KOAL may investigate disputes and hold payments

Users retain ownership of content but grant KOAL a license to use it for platform operations.

12. Prohibited Conduct

Users may not:

• Harass or discriminate

• Misuse data

• Circumvent platform fees

• Upload malicious software

• Manipulate reviews

Violations may result in removal or legal action.

13. Privacy & Data Use

KOAL complies with Canadian privacy laws, including PIPEDA.

Users consent to receiving:

• Booking confirmations

• Notifications

• Payment updates

14. Third-Party Services

KOAL may link to third-party services. KOAL is not responsible for third-party content or actions.

15. Limitation of Liability

KOAL is not liable for:

• Service outcomes

• Acts or omissions of providers

• Property damage or personal injury beyond platform obligations

16. Governing Law

These Terms are governed by the laws of Canada and the applicable province.

17. Changes to Terms

KOAL may update these Terms at any time. Continued use of the Platform constitutes acceptance of updated Terms.

18. Contact Information

For questions or concerns, contact KOAL through the official website.

By using KOAL, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.