Client service terms for maintenance work

1. Your residents report repairs to us directly, through the Roundhouse resident portal, the text line, phone or the web. You can send a job the same way, with the address, the issue, any photos and the access arrangements.
2. Our AI intake, powered by Nezam AI, answers each request, sorts emergencies first and walks the resident through a safe fix where one exists. A person on our team handles emergencies and anything the intake cannot settle.
3. You name the person who approves work and the limit we may work to without asking. That limit applies to every job until you change it in writing.
4. We confirm the scope before booking a trade.

1. Work above your approval limit goes to your approver as a written quote, sent from site. Nothing above the limit starts without that approval.
2. A change in scope found on site waits for approval in the same way.
3. A service call is $150 plus HST, credited to the job when the work goes ahead with us. If you decline the quoted repair, only the service call is billed.
4. Sending us a job, or approving a quote by email or through the link we send, accepts these terms for that job.

1. The landlord's right to enter comes from the Residential Tenancies Act. For a repair, entry needs 24 hours written notice stating the reason, the day and a time between 8 a.m. and 8 p.m., the tenant's consent at the time of entry, or an emergency.
2. We arrange the window with the tenant. Where written notice is needed, we serve it in your name or your team serves it, whichever suits your workflow.
3. A repair request from a tenant is not, by itself, consent to enter.

1. Roundhouse contracts the work and books one of its vetted trades.
2. Gas work is done by TSSA registered contractors. Pest control is done by licensed exterminators.
3. We only use ECRA/ESA-Licensed Electrical Contractors.
4. Each trade holds liability insurance naming Roundhouse as an additional insured and, where WSIB coverage applies to their work, a current WSIB clearance.

1. Every request, job, photo, quote, inspection report and invoice is on your building tracking portal, by unit.
2. Quotes and inspection reports are sent from site when the visit ends.
3. When you ask us to, work orders, photos, quotes and invoices are sent into your property management software. You choose what connects, and you can stop it by telling us in writing.

1. This website is not an emergency line.
2. Office hours: Monday to Friday, 9 am to 5 pm. Emergencies are answered 24 hours a day, 7 days a week. Routine requests sent after hours are booked the next business day.
3. Emergencies: Plumbing, electrical, major appliance and heating or cooling failures, lockouts, and a door that will not lock. Every other job is routine.

1. Roundhouse bills you, one invoice per job, with the work description and completion photos. The trade never collects from your tenant.
2. The invoice matches the approved scope and any approved changes.
3. Payment terms: Due on receipt. Financing may be available on larger jobs, subject to approval.
4. Prices are before HST. HST is added to the invoice, which shows Roundhouse's HST registration.
5. Send us a written quote for the same scope from an insured contractor, licensed where the work needs it, dated within 30 days of ours and before the work starts, and we match it.

1. Free building check. One per building with 10 units or more. We walk the common areas and up to five units and send a photo report with a priced list of what we found within 48 hours of the walk. Any work goes ahead only on your approval and is billed as a normal job.
2. Unit inspection. $99 plus HST for one unit at move-in, move-out or the annual check, with the report, and no service call on top. A common area walk or a seasonal building check is quoted.
3. What a check or an inspection is. A building check and an inspection are a visual check of what we can see and test on the day. They are not a Fire Code inspection, an engineering or building condition assessment, or a guarantee that nothing else is wrong. Smoke and carbon monoxide alarms are tested with their own test feature, and the landlord stays responsible for them under the Fire Code.
4. Founding client offer. Open to the first 10 clients (firms, corporations or owners) that sign up in writing on these terms. For 12 months from signing up: no service call fee, the rates in your first quote or rate sheet held for the same work, and a review of your jobs with the founder each quarter. A credit of $250 applies to the first job at each of up to three properties.
5. Credits go on the invoice for the property the work is for, so they reach the owner or the corporation. They have no cash value, cannot be combined on one job and are never paid to a manager or an employee personally.
6. Roundhouse may end an offer for new sign ups at any time. A client who has already signed up keeps what was offered.

1. Workmanship is warranted by type of work, 60 days to 2 years depending on the work, as set out on the warranty page. Exclusions: normal wear and tear; damage from misuse, neglect or accidents, including tenant damage; work that someone else altered or repaired after ours; parts and equipment the client supplied, which carry only the manufacturer's warranty; existing or hidden conditions outside the scope we quoted; weather and acts of nature, including flooding and sewer backup; damage from missed routine maintenance, such as changing filters, clearing drains and keeping grading sloped away from the walls; hairline cracks and minor nail pops from normal shrinkage and settling; secondary and consequential losses, such as damage to other property, lost rent or loss of use; drains, including blockages that come back after clearing.
2. If the work is not right, we come back and fix it at no charge. A callback on work that is incomplete or not done right is made within 3 calendar days, with no charge for labour, materials, diagnosis or travel.
3. Claims go to warranty@roundhousegroup.ca with the job number. A covered fault is fixed without charge.

1. Roundhouse contacts your tenants or occupants to carry out a job you sent, as that job needs.
2. Trades booked through Roundhouse may not sell your tenants other work or take payment from them.

1. Tenant details, access notes and owner information you or your residents share are used only for the job they were shared for.
2. We keep them on the job record, limit access to our team, the booked trade and you, and follow the privacy notice.
3. The AI intake service processes requests on our behalf, under our instructions, and only to run the service.

1. Roundhouse carries commercial general liability insurance and gives you a certificate on request.
2. Each party is responsible for loss it or the people it engages cause.
3. Neither party is liable to the other for indirect or consequential loss, such as lost rent, except where the law does not allow that limit.

1. Either side may stop sending or accepting new jobs by written notice.
2. Jobs already approved are finished and billed on these terms unless we agree otherwise in writing.

These terms are governed by the laws of Ontario and the federal laws of Canada that apply there.