Client Terms & Service Standards
Service Terms & Conditions
Documents, reports, quotations, recommendations, and service materials are prepared exclusively for the named client and approved operational use, based on visible conditions, available information, and the agreed service scope.
ROI Property Services Inc. provides structured oversight, documentation, practical guidance, and coordination support intended to improve visibility, support earlier response, and reduce unmanaged property risk.
No periodic property visit, visual review, report, recommendation, or coordination service can prevent every issue, identify every hidden condition, or guarantee that damage, loss, theft, weather impact, contractor failure, or emergency conditions will not occur.
Public distribution, third-party reuse, republication, or unauthorized commercial use is prohibited without prior written permission from ROI Property Services Inc.
Agreement Framework
Approval, Payment & Operational Authority
Work begins only after written approval and payment authorization. Payment is due prior to dispatch unless otherwise agreed in writing. Quotations are valid for seven (7) calendar days unless otherwise stated.
Approval Required
Approval by email, digital signature, online acceptance, payment authorization, payment link completion, or continued service engagement is treated as binding acceptance of these terms.
No Unauthorized Charges
No charges are processed without prior approved service scope, agreed operational authority, documented authorization, or accepted quotation terms.
Payment Before Dispatch
Payment is due before dispatch unless ROI Property Services Inc. agrees otherwise in writing.
Scope of Work
Independent Oversight — Not Licensed Property Management
Services Provided
- Independent property oversight
- Home Watch services
- Vendor coordination
- Maintenance oversight
- Structured visual inspections
- Documented observations and reporting
- Emergency response coordination
- Project supervision
- Owner-side operational support
Services Not Provided
- Licensed property management
- Rent collection
- Lease management
- Tenancy administration
- Trust fund handling
- Real estate brokerage
- Legal, engineering, tax, healthcare, caregiving, childcare, or regulated trade services
Operational Reality
Better Visibility Does Not Mean Perfect Detection
Homes contain many systems, materials, hidden spaces, mechanical components, water systems, access points, and environmental exposures that can change rapidly because of weather, aging infrastructure, occupancy changes, wildlife, vandalism, contractor activity, freezing conditions, or unexpected failures.
ROI Property Services Inc. helps improve oversight through repeat visits, visible-condition reporting, photographs, practical recommendations, and escalation support. These services are designed to reduce uncertainty and support better decisions — not to guarantee that every issue will always be discovered or prevented.
Third-Party Work
Vendor Coordination & Billing Structure
Vendor Responsibility
Third-party contractors and vendors remain fully responsible for their own pricing, licensing, workmanship, warranties, scheduling, insurance, and contractual obligations.
Separate Invoicing
Unless otherwise agreed in writing, third-party vendors invoice the client directly for their own labour, materials, and services.
ROI Invoices Separately
ROI Property Services Inc. invoices separately for dispatch, vendor coordination, scheduling, site access management, oversight visits, reporting, project supervision, emergency response coordination, and operational execution.
No Vendor Financing
ROI Property Services Inc. does not finance third-party vendor work unless costs are covered by an approved active client retainer, an advance operational deposit, or written client authorization with confirmed payment method.
Professional Relationships
Hospitality, Cultural Traditions & Ethical Conduct
ROI Property Services Inc. believes strong professional relationships, mutual respect, professionalism, and genuine appreciation remain an important part of doing business properly.
Cultural Hospitality
Ownership comes from a French cultural background where modest hospitality gestures such as wine, spirits, meals, coffee, or local products are commonly viewed as respectful expressions of appreciation, goodwill, and professional relationship-building following collaboration, referrals, emergency assistance, project completion, or long-term working relationships.
Where lawful and professionally appropriate, modest hospitality gifts may occasionally be offered to clients, vendors, contractors, or professional partners as gestures of goodwill and appreciation.
These gestures are intended solely as human appreciation and relationship-building and shall not be interpreted as inducements, hidden compensation, preferential treatment, bribes, or influence over professional judgment, reporting standards, operational decisions, scheduling, vendor recommendations, or contractual obligations.
Professional Independence
Operational decisions, oversight observations, reporting standards, scheduling, emergency coordination, contractor recommendations, and service execution remain independent at all times regardless of gratuities, gifts, repeat business, referrals, hospitality practices, or personal relationships.
ROI Property Services Inc. prohibits:
- undisclosed kickbacks,
- hidden referral commissions,
- pay-for-placement vendor arrangements,
- undisclosed financial conflicts of interest,
- or compensation intended to improperly influence operational conduct or professional judgment.
Voluntary & Respectful
The company recognizes that alcohol may not align with every individual’s personal preferences, beliefs, health considerations, cultural background, religion, recovery status, or lifestyle choices.
Participation in any hospitality gesture is always voluntary. Alternative non-alcoholic gifts or hospitality may be offered where appropriate.
Ethical Conduct Standard: ROI Property Services Inc. remains committed to professional independence, ethical conduct, transparency, respectful business relationships, and practical common-sense operations grounded in trust, accountability, and fair dealing.
Fair Dealing
Clients, vendors, contractors, and professional partners agree to conduct business relationships fairly, professionally, ethically, and transparently.
Vendor introductions, operational systems, scheduling coordination, emergency deployment efforts, relationship development, project oversight, reporting systems, and administrative coordination performed by ROI Property Services Inc. form part of the company’s professional service value and business operations.
During active service engagements, and for six (6) months after a vendor, contractor, or service provider is first introduced, screened, coordinated, referred, or deployed through ROI Property Services Inc., clients agree not to intentionally circumvent agreed coordination, oversight, dispatch, scheduling, or administrative fees by directly engaging that provider for the primary purpose of avoiding company service charges related to the same property, project, service request, or active matter.
Nothing in this section prevents clients from independently selecting, retaining, or continuing relationships with service providers in good faith outside the scope of active coordination agreements or ongoing service engagements.
Client Authority
Client Authority & Emergency Response
ROI Property Services Inc. may coordinate routine maintenance, standard vendor access, and urgent protective action within the agreed service scope and approved client authority limits.
Emergency coordination is intended to support timely response when a visible or reported issue requires action. It does not guarantee that all emergencies will be detected, prevented, stopped, or fully mitigated.
Emergency Response Authorization
Emergency response authorization applies only where delay could reasonably increase property damage, water intrusion, freezing risk, security concerns, safety risks, or material loss.
Emergency Examples
- Active leaks or water damage
- Heating failure or frozen pipe risk
- Break-ins, lock failures, or security concerns
- Storm damage or weather exposure
- Urgent plumbing, electrical, or access failures
- Immediate safety risks
Separate Approval Required
Non-urgent work, discretionary upgrades, renovations, cosmetic improvements, and client preference decisions are always submitted for separate approval.
Billing Structure
Third-party contractors may invoice clients directly unless otherwise agreed in writing. ROI Property Services Inc. charges separately for oversight, coordination, reporting, access supervision, emergency dispatch, after-hours response, and related administrative time.
Client Duties
Client Responsibilities
Client Responsibilities
Clear Access, Safe Conditions & Fast Decision-Making
Reliable execution depends on accurate information, safe access, and timely client decisions. ROI Property Services Inc. is built to move quickly and support property protection, but results depend on the client providing the authority, access, and operational clarity required for proper execution.
Property Access & Information
- Provide safe, lawful, and reliable access to the property, including keys, codes, gate access, alarm instructions, and authorized entry permissions
- Provide accurate property details, service expectations, emergency contacts, contractor contacts, and current occupancy status
- Disclose vacancy periods, seasonal absences, guest access, tenant changes, caretaker arrangements, or occupancy changes that may affect access or security
- Advise of known system concerns involving plumbing, heating, electrical, irrigation, security systems, docks, gates, septic systems, or other critical infrastructure
Safety, Insurance & Legal Responsibility
- Maintain appropriate insurance coverage for the property, contents, liability exposure, and third-party contractor work
- Ensure permits, approvals, strata permissions, municipal compliance, and any required legal authority are in place before work begins
- Disclose hazards including aggressive animals, unsafe structures, water damage, mould concerns, security threats, domestic disputes, criminal activity, or unsafe access conditions
- Maintain safe working conditions for all site visits, inspections, contractor access, and emergency response attendance
Communication & Decision Speed
- Provide prompt communication, approvals, and decision-making where vendor scheduling, emergency response, or project timing directly affects property protection or financial outcomes
- Respond quickly when quotations, contractor decisions, insurance matters, or emergency authorization require owner approval
- Delays in response may increase costs, delay vendor scheduling, or limit emergency mitigation options
- Where advance authority is provided, ROI Property Services Inc. may act within approved limits to protect the property and reduce escalation risk
Operational Standard
ROI Property Services Inc. is structured for owners who value clarity, discretion, and disciplined execution. When access, approvals, and responsibilities are clearly established, service quality improves, vendor coordination becomes faster, and unnecessary operational risk is reduced.
Structured oversight improves visibility and supports better decisions, but it does not eliminate all property risk or replace specialized inspections where professional expertise is required.
Documentation Standard
Reports Support Decisions — They Are Not Absolute Guarantees
Photographs, notes, reports, and recommendations are based on visible or known conditions at the time of attendance. They are intended to help owners understand what was observed, what may require attention, and what next steps may be appropriate.
Some issues may be hidden behind finishes, inside walls, below grade, inside mechanical systems, under snow, inside locked areas, or otherwise outside reasonable visual access.
Where specialized expertise is required, ROI Property Services Inc. may recommend review by a qualified contractor, inspector, engineer, insurer, or other appropriate professional.
Risk Reduction — Not Risk Elimination
Home Watch & Oversight Limitations
ROI Property Services Inc. provides structured visual oversight, documented observations, reporting, and coordination support intended to improve owner visibility, support earlier response, and reduce unmanaged property risk.
No periodic property visit, visual review, report, recommendation, or coordination service can guarantee detection of every hidden, concealed, sudden, intermittent, latent, inaccessible, or rapidly developing condition.
Our role is to help identify visible concerns, document observable conditions, provide practical guidance, coordinate approved next steps, and support timely escalation where appropriate.
Professional Guidance & Observations
Reports, recommendations, photographs, and service notes are based on conditions reasonably visible or known at the time of attendance. They are intended to support informed decision-making and do not replace engineering, legal, insurance, environmental, trade, or specialist inspections where such expertise is required.
Conditions Outside Reasonable Control
ROI Property Services Inc. is not responsible for hidden defects, sudden failures, concealed damage, inaccessible areas, weather events, criminal activity, vandalism, wildlife, third-party actions, contractor failures, delayed approvals, client-provided information errors, or conditions arising between visits.
Liability Limit
Liability is limited to fees paid for the specific service involved, subject to applicable law and any written agreement signed by ROI Property Services Inc.
Excluded Liability
ROI Property Services Inc. is not liable for contractor failures, delayed repairs, warranty disputes, insurance claim outcomes, rental income loss, vacancy loss, business interruption, weather damage, theft, vandalism, system failures, or third-party actions.
Safety Standard
Refusal, Suspension & Termination of Service
Unsafe conditions, abuse, illegal activity, undisclosed risks, denied access, or unsafe work environments may result in refusal of service, immediate suspension, or permanent termination of services.
Payment Standards
Accepted Payment Methods
Accepted
- e-Transfer
- Direct bank transfer
- Approved credit card payment links
Preferred
For strategic retainers, premium services, and larger project engagements, e-Transfer or direct bank transfer is the preferred payment method.
Not Accepted
- Personal cheques
- Post-dated cheques
- Delayed manual payment arrangements
Card-on-File Authorization
Faster Response for Approved Services
For recurring services, emergency response coordination, approved pass-through operational expenses, active retainers, and priority scheduling, clients may authorize a secure payment method on file for simplified execution and faster response.
Card-on-file authorization is used to reduce delays, protect scheduling, and allow urgent operational response where timing directly affects property protection, vendor deployment, or client outcomes.
Final Acceptance
By Approving a Quotation, the Client Confirms Acceptance Of:
Approval confirms service scope, payment authority, emergency response terms, vendor coordination structure, professional conduct standards, risk-reduction limitations, and operating standards for the approved work.
The approved service scope and operational instructions
Payment authorization requirements and approved billing methods
Emergency authorization terms and protective action thresholds
Vendor coordination, third-party billing responsibilities, fair dealing expectations, and anti-circumvention standards
Full Client Terms, Service Standards, exclusions, limitations, and the understanding that oversight reduces risk but does not eliminate all property risk
Approved authority for urgent operational decisions where needed
Approval by email, digital signature, payment authorization, accepted quotation, online approval, or continued service engagement shall be treated as full acceptance of these terms.