Fees, payments and cancellation

The final customer-facing rate and applicable HST are shown before payment. MapleCrew's pricing is already reflected in that rate and is not added as a separate fee at checkout.

Hourly services

Five of our six categories are priced hourly. The amount is the provider's hourly rate multiplied by the hours actually worked, plus HST at 13%.

Per-car services

Car detailing is priced per car rather than by the hour. You see the selected provider's final per-car rate, quantity, HST, and full total before payment.

For hourly bookings, the customer-facing first-hour amount is charged when the booking is placed. The payment method is saved so the remaining balance can be collected when the provider marks the task finished.

The first-hour payment is a charge, not an authorization hold. If the remaining payment fails or needs customer action, the booking does not complete and provider payout is not released.

Car detailing is priced per car and the full customer total is charged when the booking is placed.

For hourly work, the booking shows the estimated total. The final balance is based on the completed work under the booking terms.

1. You book. The customer-facing first-hour amount is charged and the payment method is saved.
2. The provider does the work and marks the job complete, reporting the hours worked.
3. MapleCrew immediately attempts to charge the remaining balance.
4. If payment succeeds, the booking can complete. Customer confirmation is optional and does not trigger another charge.

Provider payout is separate from customer payment. It remains unavailable until payment has succeeded, the booking is complete, the 48-hour protection period has ended, no unresolved dispute exists, and payout requirements are satisfied.

You may report a problem within 48 hours after successful booking completion. If you do, provider payout stays frozen while the dispute is unresolved.

Hourly work is billed on the hours actually worked, rounded to the nearest quarter hour.

• If the job takes less time than estimated, you pay less.
• If it takes longer, the provider should tell you before going over and agree it with you. You are not obliged to agree.
• If a provider bills materially more time than was agreed, report the problem within 48 hours after successful completion and we will review it.
• Minimum billable time for an hourly booking is one hour.

HST is charged at 13%, the rate applicable in Ontario, and is shown in every price and every breakdown before you confirm.

Providers are independent businesses and are responsible for their own tax obligations, including registering for and remitting HST where their revenue requires it.

More than 24 hours before the start

Free under the cancellation policy. Any amount already collected is refunded to the original payment method.

Inside 24 hours

We may retain up to the customer-facing first-hour amount under the cancellation policy. Any refundable balance is returned to the original payment method.

It is a ceiling, not an automatic penalty. If something genuinely unavoidable happened, tell us and we will look at it individually. We often waive it.

If the provider cancels

You receive a full refund of the captured booking payment, whatever the notice period, and we help you rebook. Providers who cancel repeatedly are reviewed and may be suspended.

If the provider cannot get in

No answer, no key, a locked gate, or an address that does not exist counts as a late cancellation, because the provider travelled and held the time.

Weather and safety

Winter work can be moved for safety. A booking rescheduled by agreement is not a cancellation and is not charged.

Approved full or partial refunds are initiated to the original payment method. Your card issuer controls when the credit appears, and we cannot send a refund to a different payment method.

Possible outcomes of a dispute

• Release to the provider — the work was done as agreed.
• Full refund — the work was not done, or not to any usable standard.
• Partial refund — part of the job was done, or the hours billed were not all worked. We tell you both the amount and the reason.
• Escalation — where the evidence does not clearly support any of the above, a second reviewer decides.

A resolution may include a full refund, a partial refund, release of eligible provider earnings, or a split outcome. It is not a determination of legal liability between you and the provider and does not affect your legal rights.

This section applies if you provide services through MapleCrew.

Provider earnings become eligible for release after customer payment has been successfully collected, the booking is completed, the 48-hour customer protection period has ended, no unresolved dispute exists, and Stripe payout requirements are satisfied. Customer confirmation does not release earnings. Stripe and the provider's bank control final deposit timing.

• Payouts go by direct deposit to the account on your provider profile.
• You are responsible for keeping your banking details current. A failed transfer is retried once your details are corrected.
• Money held against an open dispute is not paid out until the dispute is decided.
• You are responsible for your own income tax, HST remittance where applicable, and CPP contributions.

Payments are processed by a third-party payment processor. Full card numbers never reach MapleCrew's systems and we do not store them.

We may decline or reverse a booking where a payment is refused, where a card is reported lost or stolen, or where we reasonably suspect fraud.

If you think a charge is wrong, please contact us at support@maplecrewservices.com before raising a chargeback with your bank. A chargeback freezes the money for weeks and usually delays the resolution rather than speeding it up.

We may change our fees. Changes are published here with a new version number and effective date, and do not apply to bookings already confirmed. This document forms part of the terms of service.