Important: This Customer Agreement governs your use of the Winngur platform as a customer booking home, repair, or auto services. By creating an account or making a booking, you confirm that you are 18 years of age or older and agree to be bound by this agreement.
Agreement Overview
This Customer Agreement ("Agreement") is a legally binding contract between you ("Customer," "you") and Winngur Inc. ("Winngur," "we," "us") governing your use of the Winngur platform to discover and book home, repair, and auto services across Canada.
This Agreement supplements our Terms & Conditions and Privacy Policy, which are incorporated by reference. In the event of a conflict, this Agreement takes precedence for matters specifically relating to your role as a Customer.
By creating a Winngur account or placing a booking, you confirm that you have read, understood, and agree to be bound by this Agreement.
Eligibility
To use Winngur as a Customer, you must:
- Be at least 18 years of age
- Be a resident of Canada
- Have the legal capacity to enter into a binding contract
- Provide a valid email address and Canadian phone number
- Not have been previously suspended or banned from the Winngur platform
By using the platform, you represent and warrant that all of the above conditions are met.
Account Registration
To book services through Winngur, you must create a customer account. When registering, you agree to:
- Provide accurate, current, and complete information
- Maintain the accuracy of your account information at all times
- Keep your password secure and confidential
- Immediately notify us of any unauthorized use of your account at [email protected]
- Take full responsibility for all activity that occurs under your account
You may only hold one active customer account at a time. Winngur reserves the right to suspend or terminate accounts that violate this Agreement or our Terms & Conditions.
Booking Services
How Bookings Work
When you submit a service request through Winngur, you are requesting that an available, verified Professional accept and fulfill your service. A booking is only confirmed when:
- A Professional accepts your service request, and
- Your payment method is successfully authorized
Winngur will send you a booking confirmation via email or SMS once both conditions are met.
Service Scope
The service description and starting price shown on the platform represent a general scope. Final pricing may vary based on the actual scope of work, as assessed by the Professional on-site. Any changes to scope or pricing must be agreed upon between you and the Professional before additional work begins.
Your Obligations at Booking
- Provide accurate service address and access instructions
- Be present or ensure an authorized adult is present at the time of service
- Disclose any conditions relevant to the service (e.g., pets, hazardous materials, access restrictions)
- Ensure a safe working environment for the Professional
Payments & Pricing
Payment Authorization
When you confirm a booking, your payment method is authorized and held in escrow by Winngur's secure payment system. Funds are not released to the Professional until you confirm satisfactory completion of the service, or after 48 hours if no dispute is raised.
Pricing
Prices displayed on the platform are starting rates. Final charges may differ based on the actual scope of work. You will be informed of any additional costs before they are applied. Winngur does not charge customers any platform or booking fees beyond the service price.
Applicable Taxes
HST/GST may be applied to service fees where required by Canadian law. The applicable tax amount will be displayed at checkout.
Payment Methods
Winngur accepts major credit cards, debit cards, and other payment methods as displayed at checkout. All payment processing is handled by PCI-DSS compliant third-party providers. Winngur does not store your full card details.
Cancellations & Refunds
Customer Cancellations
- Free cancellation: Cancel or reschedule up to 24 hours before the scheduled service time for a full refund.
- Late cancellation: Cancellations within 24 hours of the service time may incur a cancellation fee of up to $25 CAD.
- Same-day cancellation: Cancellations made on the day of service may result in forfeiture of the deposit where applicable.
Professional Cancellations
If a Professional cancels a confirmed booking, you will receive a full refund within 5–7 business days and will be offered priority rebooking with another qualified Professional at no additional cost.
Refund Process
Eligible refunds are processed to your original payment method within 5–10 business days. Refund requests must be submitted within 7 days of the service date through the platform's dispute resolution tool or by contacting [email protected].
For full details, see our Refund & Cancellation Policy.
Your Responsibilities
As a Customer, you agree to:
- Treat Professionals with respect and professionalism
- Not request services that are illegal, unsafe, or outside the Professional's listed skills
- Not attempt to solicit off-platform bookings from Professionals to circumvent Winngur's fee structure
- Not use the platform for any fraudulent, abusive, or illegal purpose
- Provide honest and accurate reviews based on your genuine experience
- Not submit false disputes or chargeback claims without legitimate grounds
- Ensure the service location is safe and accessible for the Professional
Violations of these responsibilities may result in account suspension, removal from the platform, and/or legal action.
Service Quality & Disputes
Reporting Issues
If you are unsatisfied with a completed service, you must report the issue within 48 hours of service completion through the platform's dispute resolution tool or by contacting [email protected].
Dispute Resolution Process
Winngur will review all submitted disputes and aim to reach a fair resolution within 10 business days. Our team may request photos, descriptions, or other evidence from both parties. Winngur's decision on disputes is final.
Winngur's Role
Winngur acts as a marketplace intermediary and is not a party to the service agreement between you and the Professional. Winngur does not guarantee the outcome of any service and is not liable for the quality, safety, or completion of work performed. However, we take all disputes seriously and will mediate in good faith.
Ratings & Reviews
After each completed booking, you will be invited to rate and review your experience. Your feedback helps maintain quality standards on the platform. When leaving a review, you agree that it will:
- Be truthful and based on your genuine experience
- Not contain discriminatory, defamatory, or harassing language
- Not include personal information about the Professional
- Not be submitted in exchange for any incentive or reward
Winngur reserves the right to remove reviews that violate these guidelines. By submitting a review, you grant Winngur a non-exclusive, royalty-free license to display it on the platform and in marketing materials.
Privacy & Data
Your use of the Winngur platform is subject to our Privacy Policy, which explains how we collect, use, and protect your personal information. Key points relevant to customers include:
- Your name, contact information, and service address are shared with the Professional upon booking confirmation
- Payment information is processed securely by third-party providers and is not stored on Winngur's servers in full
- Your booking history and reviews are retained as described in our Privacy Policy
- You may request access to or deletion of your data at any time by contacting [email protected]
Limitation of Liability
To the maximum extent permitted by law, Winngur's total aggregate liability to you as a Customer shall not exceed the greater of the total fees paid by you in the 12 months preceding the claim, or $100 CAD.
Winngur is not liable for indirect, incidental, or consequential damages arising from your use of the platform or any service booked through it, including property damage, personal injury, or loss of data.
Nothing in this Agreement excludes liability for death or personal injury caused by Winngur's proven negligence, or for fraudulent misrepresentation.
Governing Law
This Customer Agreement is governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada. Any disputes arising under this Agreement that cannot be resolved informally shall be referred to binding arbitration in Toronto, Ontario, under the Arbitration Act, 1991 (Ontario).
For questions about this Agreement, contact us at [email protected] or write to:
Winngur Customer Support
Winngur Inc.
Ontario, Canada
Email: [email protected]
Our team responds to all customer inquiries within 2 business days.
