Acceptable use policy

Everyone — customers, providers, and anyone browsing. It applies on the platform, in messages sent through it, and during a booking made through it.

• Do not threaten, intimidate or physically harm anyone.
• Do not attend a job, or receive one, while impaired by alcohol or drugs.
• Do not bring anyone to a job who has not been agreed with the customer.
• Providers: do not take on work you are not competent or licensed to do. Declining a job is always acceptable; guessing is not.
• Customers: tell the provider about hazards you know of, and do not ask anyone to work in unsafe conditions.
• Do not carry, use or store weapons during a booking.

If you are in immediate danger, call 911 first. Tell us afterwards.

Ontario's Human Rights Code protects people from discrimination in services and in employment. We apply the same standard here, and we apply it in both directions.

Do not refuse, cancel, price differently, harass, or treat anyone worse because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status or disability.

• No slurs, harassment or sexual advances — in messages, on the phone, or in person.
• No comments about someone's body, religion or immigration status.
• Providers may decline work for genuine practical reasons — distance, scheduling, the job being outside their trade, or a legitimate safety concern. Not for who the customer is.
• Customers may not request a provider of a particular background.

• Give accurate information about yourself, your qualifications and your licences.
• Do not impersonate anyone, or create an account for someone else.
• Do not hold out a Verified or Licensed badge as meaning more than it does.
• Describe jobs accurately — a job much larger than described wastes a provider's day.
• Report hours honestly. Billing time that was not worked is the fastest way to lose an account.

• Review only bookings you actually had.
• Do not write, buy, trade or solicit fake reviews, and do not offer anything in exchange for a review.
• Do not pressure someone to change or remove a review.
• Do not post another person's address, phone number or other personal details.
• No content that is unlawful, hateful, sexually explicit, or that infringes someone else's rights.

We may remove content that breaks these rules. We do not remove a review simply because it is negative.

• Do not take bookings off the platform to avoid fees, or ask anyone to.
• Do not use the platform to advertise other businesses or services.
• Do not scrape, crawl, or bulk-collect data from the platform.
• Do not attempt to break, probe or bypass the platform's security, or access another person's account.
• Do not upload malware, or anything designed to interfere with the service.
• Do not use automated tools to create accounts or make bookings.
• One account per person. Do not create a new account to get around a suspension.

• Do not ask for, or make, payment outside the platform for a job booked through it.
• Do not use a payment method you are not authorised to use.
• Do not raise a chargeback for a job that was completed as agreed. Contact us first — chargebacks freeze the money for weeks and rarely resolve anything faster.
• Do not manipulate hours, prices or refunds to obtain money you are not owed.

What we do depends on what happened. In rough order of severity:

1. A warning, and the content removed if there was any.
2. A feature restricted — for example, being unable to leave reviews.
3. The account suspended while we look into it.
4. The account closed.
5. In serious cases, a report to the police or the relevant regulator.

Anything involving a credible threat to someone's safety, or discrimination, goes straight to suspension while we investigate. We do not treat those as first-warning matters.

Telling you why, and appealing

Where we can do so safely and lawfully, we tell you what rule was broken and what evidence we relied on. If you think we got it wrong, reply to that message or write to support@maplecrewservices.com and a different person will review it.

Suspending or closing an account does not by itself forfeit money owed to you. Funds held against an open dispute are decided under the normal process.

Write to support@maplecrewservices.com with the booking reference and what happened. If it involves safety or discrimination, say so in the subject line and it will be picked up first.

We do not penalise anyone for making a report in good faith, even if we end up deciding no rule was broken.