Terms of Service

1. About These Terms

These Terms of Service govern services provided by Two of a Kind Concierge, a New Brunswick general partnership operated by Monique Buchan (professionally known as Nikki Buchan) and Stephanie Hunter ("Two of a Kind", "we", "us", or "our").

These Terms apply when a customer requests, books, purchases, or receives services from us. They should be read together with any written quote, booking confirmation, service-specific conditions, and the operating policies published on our website.

Nothing in these Terms is intended to exclude, restrict, or waive a right or remedy that cannot lawfully be excluded under applicable consumer protection or other law.

2. Eligibility

The person entering into a service agreement with us must be at least 19 years old and legally capable of entering into a contract. A person arranging services for another individual or property must have authority to do so.

3. Requests Are Not Confirmed Bookings

Submitting a website form, sending an email, or otherwise contacting us is a request for service only. It does not create a confirmed booking or require either party to proceed.

A service is booked only after we have confirmed the material details with the customer, including the service, scope, price or applicable rate, and timing. For larger, unusual, or more complex work, we may provide a written quote before accepting the booking.

4. Services

Our services may include residential cleaning, laundry concierge, errands and personal shopping, home organization, moving and transition help, event assistance and coordination, small business concierge, senior household concierge, away-from-home services, and mixed-task Helping Hand bookings.

The exact work included in a booking is the work agreed with the customer. Website descriptions are general descriptions and do not guarantee that every requested task will be accepted.

5. Service Limitations

Two of a Kind provides non-medical home, lifestyle, and business support services. We do not provide regulated healthcare or personal care, professional or heavy-item moving, licensed food service or catering, security monitoring, property inspections, hazardous-material services, or work requiring licensing, specialized certification, equipment, or insurance that we do not hold.

We may decline or stop work that is unsafe, unlawful, outside the agreed scope, outside our abilities or insurance coverage, or otherwise inappropriate for us to perform.

6. Senior Household Services

Senior household concierge services are practical household assistance only and are not healthcare, home care, personal care, or caregiver services. We do not provide bathing, dressing, toileting, medication administration or management, medical services, mobility assistance, or financial management.

Information about a senior customer's service or household will be shared with a family member or other third party only with the customer's authorization or where otherwise permitted or required by law.

7. Moving and Transition Help

We are not professional movers. We may assist with packing, unpacking, labeling, organizing, supply shopping, donation runs, move-related cleaning, and household setup. We do not provide moving trucks, professional furniture moving, heavy lifting beyond work we have expressly agreed to perform, appliance installation, or specialized disposal.

8. Event Assistance

Event services may include planning assistance, sourcing, decorations, vendor coordination, setup, food pickup, guest-area preparation, cleanup, and reset. We do not provide licensed catering or regulated food-service activities. Third-party food, rentals, venues, entertainers, and other vendors remain subject to their own terms and are normally paid by the customer.

9. Laundry Concierge

Laundry Concierge may include pickup, professional laundering through an appropriate laundry facility, folding, and return. Laundry is not commercially processed at the owners' homes.

We do not accept dry-clean-only items, heavily contaminated items, biohazardous items, rugs, or specialty fabrics requiring professional treatment unless specifically agreed. Customers must identify delicate items, special-care instructions, allergies, fragrance requirements, and other material concerns before pickup.

10. Away-From-Home Services

Away-from-home services may include agreed household tasks such as mail or package collection, plant care, basic visual checks, garbage or recycling tasks, grocery stocking, cleaning, linen preparation, or facilitating agreed contractor access. These services are not security monitoring, property inspection, property management, or a guarantee against theft, damage, weather events, mechanical failure, or other loss.

11. Errands, Shopping and Customer Funds

Errand and personal-shopping services may include groceries, household supplies, gifts, party supplies, returns, parcels, post-office tasks, dry-cleaning pickup, donations, and other agreed errands.

We do not finance customer purchases using our personal funds. Customers may be required to provide funds in advance through an agreed method. We will provide or make available receipts where reasonably available and reconcile unused customer funds.

We do not ordinarily purchase alcohol, tobacco, controlled substances, or other restricted goods; conduct banking or cash transactions for customers; or transport people.

Returns of third-party merchandise are subject to the retailer's or vendor's return rules. We cannot guarantee that a third party will accept a return or issue a refund.

12. Prices, Minimums and Quotes

Prices are those stated on the website or otherwise communicated to the customer, subject to the specific booking confirmation or written quote.

Where services are priced per person per hour, each team member's working time is billable. For example, one person working three hours is three billable hours; two people working three hours is six billable hours. Applicable service minimums form part of the booking.

Large, unusual, supply-intensive, or complex work may be quoted separately. Prices are subject to applicable taxes where required by law.

13. Payment and Deposits

Unless otherwise agreed in writing, payment is due when the service is completed. Available payment methods will be communicated to the customer and may change as our payment systems evolve.

We may require a deposit for a large, complex, event-related, purchase-intensive, or specially scheduled booking. Any deposit requirement, amount, due date, and applicable cancellation treatment will be disclosed before the customer confirms the booking.

No website feature should be interpreted as offering online payment unless an online payment option is actually presented to the customer.

14. Changes to Scope or Price

If circumstances at the property or a customer's additional requests materially change the work, time, supplies, or cost required, we will seek the customer's approval before performing material additional work or incurring material additional charges.

The customer may decline the additional work. Where the original work cannot reasonably be completed without changing the scope, we may stop or reschedule the affected work after explaining the issue.

15. Cancellation, No Access and Rescheduling

A customer may cancel or reschedule at least 24 hours before the scheduled service without a cancellation fee.

A cancellation made less than 24 hours before the scheduled service may be subject to a $25 cancellation fee. If we arrive as agreed but cannot access the property, or the customer is unavailable for a service that requires their participation, a $40 no-access/no-show fee may apply.

We may waive these fees in emergencies or other circumstances at our discretion. If we must cancel because of illness, unsafe travel, severe weather, emergency, or another circumstance outside reasonable control, we will contact the customer and attempt to reschedule. We do not charge a customer cancellation fee when we cancel the service.

16. Customer Responsibilities

Customers must provide accurate information relevant to the requested service, disclose known hazards or unusual conditions, provide agreed access, and ensure that the work area is reasonably safe.

Customers are responsible for identifying fragile, valuable, delicate, restricted, or unusually sensitive property where special handling is required. Customers should secure cash, jewellery, important documents, medications, firearms, and other high-value or sensitive items that are unrelated to the service.

Where specialty products or supplies are requested by the customer, the customer is responsible for ensuring that the requested product is suitable for their intended purpose unless we have expressly agreed otherwise.

17. Property Access and Keys

Access arrangements may include the customer being present, an agreed lockbox, a key, or another agreed method. We will take reasonable steps to safeguard access information entrusted to us. Physical keys in our possession will not be labeled with a customer's full street address.

Customers must tell us about alarm systems, access restrictions, building rules, or other information necessary to enter and leave the property safely and lawfully. Customers should not place unnecessary sensitive security credentials in general website form fields when a safer method can be arranged directly.

18. Pets

Customers must disclose pets where relevant to the service. Aggressive, reactive, or otherwise unsafe animals must be securely separated from the work area before we arrive and remain secured as reasonably necessary during the service.

We may stop or decline service if an animal creates a safety risk.

19. Safety and Right to Stop Work

We may refuse, suspend, or leave a service location where we reasonably believe conditions are unsafe, unlawful, materially different from what was disclosed, outside the agreed scope, or beyond the work we are equipped or insured to perform. Where practical, we will explain the concern and give the customer an opportunity to correct it. Charges for work already properly performed or costs already reasonably incurred may remain payable.

20. Damage and Incidents

We take reasonable care when performing services. If we become aware of accidental damage or another material incident connected with our work, we will document it and notify the customer promptly. Customers should report concerns as soon as reasonably possible so that the circumstances can be reviewed. Responsibility for loss or damage will be determined according to the facts, the parties' legal rights and obligations, and any applicable insurance coverage. Nothing in these Terms excludes liability or consumer rights that cannot legally be excluded or limited.

21. Third-Party Providers

At a customer's request, we may coordinate with or facilitate access for third-party vendors or obtain goods or services from third parties. Unless we expressly agree otherwise, the third party is independent of Two of a Kind and remains responsible for its own goods, services, conduct, warranties, and obligations. We will not knowingly misrepresent a third party's qualifications or services.

22. Photographs and Confidentiality

We respect the privacy of customers and their homes. We will not use photographs of a customer's home, property, family, or service for marketing without explicit permission. We may take limited photographs or notes where reasonably necessary to document service condition, damage, an incident, completion, or a customer-approved purpose. Such information will be handled as personal information where applicable and in accordance with our Privacy Policy.

23. Tips

Tips are accepted but are never required or expected and do not affect the level of service provided.

24. Delays and Events Outside Reasonable Control

We are not responsible for delay or inability to perform caused by circumstances reasonably outside our control, including severe weather, unsafe road conditions, illness, emergencies, utility interruption, building access problems, or similar events. We will communicate with the customer and make reasonable efforts to reschedule where appropriate.

25. Website and Forms

The website provides information and a way to request services. It does not guarantee service availability. Customers must not use website forms for unlawful, abusive, fraudulent, or automated spam submissions.

We may use reasonable technical safeguards to protect public forms and our systems from abuse.

26. Privacy

Personal information is handled in accordance with our Privacy Policy. Customers should avoid including unnecessary highly sensitive information in free-text fields. Service-related access information should be limited to what is reasonably necessary and, where appropriate, arranged directly with us.

27. Intellectual Property

The Two of a Kind Concierge name, branding, logo, website content, original written materials, and other intellectual property are owned by or licensed to Two of a Kind and may not be reproduced or used commercially without permission except as permitted by law.

28. Concerns and Disputes

Customers are encouraged to contact us promptly at admin@twoofakindconcierge.com about a billing, service, privacy, or other concern so that we have an opportunity to review and address it.

These Terms and service agreements are governed by the laws of New Brunswick and the applicable laws of Canada. Nothing in this section prevents a customer from using a statutory complaint process, regulator, court, or other remedy available under applicable law.

29. Changes to These Terms

We may update these Terms when our services, systems, or legal obligations change. The version applicable to a booking is the version provided or made available when that booking is confirmed, unless a later change is required by law or expressly agreed by the parties.

30. Contact

Two of a Kind Concierge
Home & Lifestyle Services
Greater Moncton, New Brunswick

Email: admin@twoofakindconcierge.com

Legal notices or other formal communications may be sent to the email above unless another contact method is provided in a booking confirmation or required by law.