1. Acceptance of Terms
By accessing or using the Pickally platform (the "Platform"), including our website at pickally.com and our mobile applications, anywhere within Canada, you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, do not use the Platform. We may update these Terms from time to time; where changes are material, we will provide reasonable notice through the Platform or by email. Your continued use after an update constitutes acceptance of the revised Terms.
2. The Marketplace Model (Venue Only)
The Platform acts strictly as a digital venue, discovery tool, and lead-routing system connecting persons seeking local services ("Customers") with independent service professionals ("Pros"). "Customer" means any person who requests, books, or receives services through the Platform, and is not limited to homeowners or to services performed at a property. We are not a contracting business, we do not employ Pros, and we do not perform, supervise, or guarantee any services.
Our sole function is to facilitate an introduction. Once a Customer and a Pro connect, any resulting negotiation, agreement, contract, warranty, scheduling, pricing, or payment is strictly and exclusively between those two independent parties. We are not a party to, and bear no responsibility for, any agreement formed between a Customer and a Pro.
3. Eligibility and Accounts
You must be the age of majority in your province or territory of residence to use the Platform. You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account. You agree to provide accurate, current, and complete information and to keep it up to date.
4. Verification and Badges
To support marketplace trust, Pros may submit verification details — a trade licence number (for regulated trades) or a business registration number (for non-regulated trades). These numbers are reviewed by us and, where approved, result in a trust badge displayed on the Pro's profile.
A badge indicates only that a number of the kind described above was provided and reviewed. A badge is not a guarantee, endorsement, or warranty of a Pro's competence, licensing status, insurance coverage, or the quality or safety of their work. Customers remain solely responsible for independently verifying a Pro's credentials before engaging them.
5. Disclaimer of Warranties and Liability for Physical Work
THE PLATFORM IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULLEST EXTENT PERMITTED BY LAW, WE EXPRESSLY DISCLAIM ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
Because we are only a routing venue, the Platform accepts no liability for the physical execution of any job. We are not liable for any direct, indirect, incidental, special, consequential, or punitive damages — including property damage, poor workmanship, personal injury, code violations, delay, or financial loss — arising from engaging a Pro found through the Platform.
Customers are solely responsible for verifying a Pro's credentials, licensing, insurance, and references before allowing them onto their property or premises. Pros are independent contractors, solely responsible for carrying their own liability insurance and, where applicable, workers' compensation coverage.
6. Indemnification and Severability
You agree to indemnify, defend, and hold harmless Pickally Inc., its officers, directors, employees, and agents from any claims, liabilities, damages, losses, or expenses (including reasonable legal fees) arising out of or connected with your use of the Platform, your interactions with other users, or your breach of these Terms. If any provision of these Terms is found unlawful, void, or unenforceable, that provision is severable and does not affect the validity of the remaining provisions.
7. Governing Law and Jurisdiction
These Terms are governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict-of-law principles. Any legal action arising under these Terms will be brought exclusively in the courts located in Ontario, Canada.
8. Language / Langue
It is the express wish of the parties that these Terms and all related documents be drawn up in the English language only.
Il est de la volonté expresse des parties que ces conditions d'utilisation et tous les documents s'y rattachant soient rédigés en langue anglaise seulement.
Additional Terms for Service Professionals (Pros)
The following terms apply in addition to the terms above and govern your use of the Platform as a Pro. Where these Pro terms conflict with the general terms above, these Pro terms control for Pros.
9. Independent Contractor Status
Nothing in these Terms creates an employment, agency, partnership, or joint-venture relationship between you and Pickally Inc. You are an independent contractor. You are solely responsible for your own taxes, licensing, insurance, tools, and the manner and means by which you perform any service. You set your own prices and decide which leads to pursue.
10. Credits, Leads, and Subscriptions
The Platform operates on a lead-access model. Pros use platform credits to unlock a Customer's contact information for a given lead. Access to certain features may require an active subscription. Pricing, credit costs, subscription terms, and any promotional or trial periods are shown in the Platform and may change with notice.
A homeowner may send the same request to up to three Pros. Each Pro who unlocks a request is charged the credit cost displayed on that request before unlocking, and unlocking releases the Customer's contact details to that Pro. Where a request has been sent to more than one Pro, the Platform generally shows how many other Pros received it and how many have already unlocked it; this information is provided for convenience and is not guaranteed to be current. Where we route a request to Pros ourselves through our concierge service, only the first Pro to accept is charged.
Refund policy and credit value. If a lead you have paid to unlock turns out to be a dead end, you may report it from your dashboard within 48 hours of unlocking it, selecting from a fixed list of reasons. Where the report is accepted, the full credit cost of that lead is returned to your balance, normally immediately.
Some reports are held for review before any decision is made — for example where our records show the Customer did open your contact details, or where the pattern of reports on an account warrants a closer look. Where a report is held, no credits move until that review concludes, and we notify you of the decision once it is made. A given lead may be reported once.
An immediate refund is not separately notified: the credits are back on your balance as soon as the report is accepted, and your balance is shown to you in the Platform.
Reports are logged and reviewed. Repeated inaccurate reports may lead to review or suspension of your account under section 13.
Outside this process, credit usage is final. We may issue credit refunds at our discretion in other circumstances; any such refund is a one-off and creates no entitlement.
Refunds are in credits only. Credits hold no cash value and cannot be withdrawn, transferred, or redeemed for money. We do not guarantee that a Customer will respond or that any lead will result in work.
11. Pro Conduct and Compliance
As a Pro, you represent and warrant that you hold all licences, permits, and insurance required by law for the services you offer, and that you will comply with all applicable laws, codes, and standards. You agree to communicate honestly, honour commitments made to Customers, and not to use the Platform to harass, defraud, or mislead any user. We may suspend or terminate a Pro account for breach of these Terms or for conduct that undermines marketplace trust.
Handling Customer information. When you claim a lead, you receive a Customer's contact details. You agree to handle that information lawfully and in compliance with applicable privacy and anti-spam legislation, including PIPEDA and Canada's Anti-Spam Legislation. You may use it only to respond to and carry out the specific request for which it was released. You must not add a Customer to a marketing list, sell or transfer their details to anyone else, or use them for any unrelated purpose, and you must not retain them longer than you reasonably need to for that request. You are independently responsible for your compliance; we do not control your systems and cannot recall information once it has been released to you.
12. Marketing Communications (CASL)
By creating a Pro account, you consent to receive transactional messages necessary to operate your account (lead notifications, security and account alerts, billing notices). Marketing or promotional messages are sent only where permitted under Canada's Anti-Spam Legislation (CASL), and you may withdraw consent to marketing at any time without affecting transactional messages.
13. Termination
You may close your account at any time through your account settings.
Closing a Pro account. When you ask us to delete your Pro account, the following applies:
- Your public listing is hidden immediately, you stop being matched to new leads, and your credit balance is frozen and cannot be spent.
- You have fourteen (14) days in which to cancel the request from your account settings. Cancelling restores your account to the status it held before the request.
- After that period the request can no longer be cancelled and the account becomes eligible for permanent deletion, which we then carry out.
- Unspent credits are forfeited on deletion. They are not refunded and are not converted to money. This includes credits returned to you under section 10 while the request was pending. The number of credits that will be forfeited is shown to you before you confirm.
- A promotional campaign that has been approved and is still running is not cut off; deletion waits until it reaches its end date. A campaign that was submitted but never approved has not run and is forfeited on the same basis as unspent credits.
- Where a report was held for review under section 10 and we have not yet sent you notice of the decision, deletion does not proceed until that notice has gone out. An immediate refund carries no notice and does not delay deletion.
What happens to your personal information on deletion, including what is retained and why, is described in section 8 of our Privacy Policy.
We may suspend or terminate access for breach of these Terms, for legal or security reasons, or where continued operation would harm the Platform or its users. Provisions that by their nature should survive termination — including disclaimers, limitation of liability, indemnification, and governing law — survive.
14. Content Standards, Reviews, Reports and Blocking
Zero tolerance. The Platform does not allow objectionable content or abusive users. This includes hate speech, harassment, threats, sexual content, spam, misleading or fake content, and other people's personal information. We may remove content, hide reviews, and suspend or close accounts that break these standards.
Pro content. Profile photos, portfolio and gallery photos, services and promotional campaigns are reviewed by us before they appear publicly. Profile text, including your business name and bio, may not contain phone numbers, email addresses, web links, street addresses or offensive language; Customers reach you through quote requests.
Reviews. Only a Customer whose job was marked complete can review it, within 14 days. Reviews are published straight away, except that a review containing contact details, links or abusive language is held until we check it. We never remove or hide a review because it is negative. We may hide a review that is spam or advertising, offensive or abusive, contains personal information, is not about the service, reflects a conflict of interest, or must be removed for legal reasons. Pros may not write, buy or reward reviews of their own business, or review a competitor.
Reporting. Anyone can report a Pro profile or a review using the Report option. We act on reports of objectionable content within 24 hours and review other reports within two business days. A report does not hide anything by itself, and the reported Pro is not told who made it.
Blocking. A Pro can block a Customer from one of their leads. That Customer is then no longer sent to that Pro in new quote requests or concierge matches, and is not notified. A Pro can unblock a Customer at any time from their account settings.
15. Contact
Questions about these Terms may be sent to legal@pickally.com.