Terms of Service

1. Acceptance of these terms

These Terms of Service (“Terms”) are a binding agreement between you and MaidMessenger (“we,” “us,” or “the Platform”). By creating an account, posting or accepting a shift, or otherwise using maidmessenger.com and any related features, you agree to these Terms.

• If you are agreeing on behalf of a hotel, agency, or other business, you confirm you have authority to bind that business.
• If you do not agree to these Terms, do not use the Platform.

2. What MaidMessenger does

MaidMessenger is a marketplace that lets hotels post housekeeping shifts and lets independent housekeepers find, accept, and complete them. We are not the housekeeper and we are not the employer of any housekeeper.

We provide the software, matching, messaging, verification, and payment tools. The work relationship for each shift is between the hotel and the independent housekeeper, unless a separate written agreement with us says otherwise. Nothing in these Terms creates an employment, partnership, joint-venture, or agency relationship between us and you, or between a hotel and a housekeeper.

We may add, change, suspend, or withdraw features at any time, and we may change or discontinue the Platform with reasonable notice where practicable.

3. Who can use the Platform

• You must be at least 18 years old and legally able to enter a contract.
• You must be lawfully entitled to work in the location where you perform or request work.
• Hotel accounts must be operated by an authorised manager or owner.
• You may not use the Platform for any unlawful purpose, and you may not register more than one personal account as a housekeeper.

We may refuse, restrict, or close an account at any time, including where verification fails or where we reasonably believe these Terms or our policies have been breached.

4. Accounts, security, and accuracy

You are responsible for keeping your login credentials confidential and for all activity under your account. Tell us promptly at maidmessenger@gmail.com if you believe your account has been used without permission.

You agree to give accurate, current, and complete information — including your identity, contact details, service area, availability, and the documents you upload — and to keep it up to date. Hotels must accurately describe each shift, including the property, room count, scope of work, and any special requirements.

5. Verification, background checks, and documents

Housekeeper applications are reviewed before approval. We may require a government-issued photo ID, proof of address, work-eligibility evidence, references, certifications, or other documents, and we may run background checks where permitted by law.

• Verification is a screening step, not a guarantee of conduct, quality, or safety. Hotels remain responsible for their own vetting, site induction, and supervision.
• We may approve, reject, or ask for changes to an application, and we may re-verify anyone at any time.
• Documents must be genuine and belong to you. Supplying falsified or another person's documents is a serious breach and may permanently end your access.
• Uploaded documents are stored in private storage and are only accessible to our review team and, where required, to auditors or authorities. We retain them only as long as needed for verification, legal, and record-keeping purposes.

How we collect and handle personal data is described in our Privacy Policy, which forms part of these Terms.

6. Posting, matching, and accepting shifts

A shift is a request, not a guaranteed booking, until it is confirmed.

• Hotels post a shift with a date, time window, location, scope, and rate. Housekeepers see shifts within their chosen availability and travel radius.
• A housekeeper who claims or is accepted for a confirmed shift commits to attending. A hotel that confirms a shift commits to paying for it under section 7.
• During an active shift, the housekeeper must keep MaidMessenger open and enable device location so the hotel team can monitor progress and the Platform can calculate billable time. Time intervals with no location updates beyond the owner-configured grace period are excluded from the paid duration.
• We may limit how many shifts one person can hold at a time, set minimum ratings or verification levels, and prioritise housekeepers with better performance records.
• Both sides must communicate only through the Platform's messaging where reasonably available, so the exchange is documented.

Once confirmed, the shift is a binding commitment between the hotel and the housekeeper, subject to these Terms and the cancellation rules below.

7. Cancellations, no-shows, and missed shifts

Timeliness matters because rooms must be turned over. The following defaults apply unless a shift listing states otherwise.

• Housekeeper cancellation more than 12 hours before the start: no penalty; the shift returns to the pool.
• Housekeeper cancellation 2 to 12 hours before the start: a late-cancellation fee may apply, and repeated late cancellations can lower your priority or pause your account.
• Housekeeper cancellation inside 2 hours, or a no-show: the hotel may be credited for a future booking, and the housekeeper's account may be suspended pending review.
• Hotel cancellation more than 12 hours before the start: no fee.
• Hotel cancellation inside 12 hours, or a hotel that refuses to honour a confirmed shift: a cancellation fee may be charged to the card on file, and the housekeeper is still paid any amounts owed for time already worked.
• A hotel that leaves a housekeeper unable to work after arrival (for example, no access to the property) still owes the agreed shift fee.

Emergencies happen. If something genuine and unavoidable occurs, contact us through the Platform as early as you can and we will use our discretion.

8. Payments, fees, and taxes

• The housekeeper is paid for location-confirmed time at the agreed hourly rate. After check-out, the hotel team can review the job during the owner-configured review window (30 minutes by default); if it does not review in time, the job is approved automatically.
• After approval, the hotel pays through Stripe Checkout. MaidMessenger retains the platform share set by the owner, and transfers the remaining service amount to the housekeeper's connected Stripe account after the payment succeeds.
• Amounts already paid are generally non-refundable except where required by law or where we agree otherwise.
• If a charge legitimately fails, we may suspend the account until it is resolved, and you remain liable for the outstanding amount.
• You are responsible for your own income tax, employment or contractor status, insurance, and any business licences. We are not a payroll provider and we do not withhold taxes for you unless we tell you otherwise in writing.

9. Conduct, safety, and standards

Both sides must behave professionally. Without limiting the rest of these Terms, you must not:

• Harass, discriminate against, threaten, or endanger anyone, or work while impaired.
• Enter areas you were not authorised to enter, use guest or hotel property without permission, or remove property from the site.
• Share or record confidential information, guest details, codes, keys, or security procedures.
• Communicate with the other party off-Platform to arrange unbooked, untaxed, or off-book work, or to solicit them away from the Platform during an active engagement.
• Interfere with the Platform: scraping, automated account creation, reverse engineering, uploading malware, or exploiting bugs.
• Post false reviews or ratings, or attempt to inflate or damage anyone's rating.

If you see a safety or conduct problem, report it in the app immediately. We may investigate, and we may suspend or remove accounts without a refund of any accrued fees.

10. Reviews, ratings, and your content

You keep ownership of the text, photos, and documents you submit. You give us a worldwide, non-exclusive licence to store, display, and distribute that content solely to operate and improve the Platform — for example, showing your profile and rating to hotels in your area.

Reviews and ratings must reflect genuine, firsthand experience of an actual shift. We may remove content that is defamatory, abusive, off-topic, or in breach of these Terms, and we may remove ratings we reasonably believe are not genuine.

You are responsible for the content you post and for any harm it causes.

11. Our intellectual property

The Platform, including its software, design, matching systems, and the MaidMessenger name and marks, is owned by us or our licensors and is protected by law. You may use it only as these Terms allow.

You may not copy, resell, licence, or build a competing service using the Platform's data or systems, and you may not remove or alter our notices.

12. Ending your use

You may close your account at any time, provided no shift is currently in progress and no amounts are owed.

We may suspend or close an account at any time — for breach of these Terms, failed or withdrawn verification, safety concerns, non-payment, or where we are legally required to.

On closure, your right to use the Platform stops. Sections on payments owed, conduct, content, liability, and dispute resolution continue to apply.

13. Disclaimers

The Platform is provided “as is” and “as available.” To the fullest extent allowed by law:

• We do not promise that any shift will be filled, that any housekeeper will attend, or that any hotel will be suitable.
• We do not control, and are not responsible for, the conduct, quality, punctuality, or safety of any hotel or housekeeper.
• We do not guarantee that the Platform will be uninterrupted, error-free, or secure, and we are not responsible for outages, delays, or matching results outside our reasonable control.
• Verification, background checks, and ratings are indicative only and are not a warranty of anything.

Where a jurisdiction does not allow these disclaimers, they apply only to the extent permitted.

14. Limitation of liability

We are not liable for indirect, incidental, special, consequential, punitive, or exemplary damages, or for lost profits, lost bookings, lost data, or loss of business opportunity, even if we were told of the possibility.

Our total liability arising from your use of the Platform is limited to the greater of (a) the service fees we actually collected from you in the three months before the event giving rise to the claim, or (b) one hundred US dollars.

These limits do not apply to liability that cannot be limited by law — for example, fraud, wilful misconduct, or death or personal injury caused by negligence. Nothing here excludes a hotel's or a housekeeper's own responsibility for loss or damage they cause to a person or property.

15. Indemnity

You agree to defend and reimburse us and our affiliates for claims, damages, and reasonable legal costs arising from your use of the Platform, your breach of these Terms, your content, or your conduct during or in connection with a shift — including damage to a hotel property or to guest property.

16. Changes to these Terms

We may update these Terms to reflect new features, pricing, or legal requirements. If a change materially affects your rights, we will give reasonable notice before it takes effect — typically by email and an in-app notice, and by updating the effective date above.

Continuing to use the Platform after a change takes effect means you accept the revised Terms. If you do not accept them, stop using the Platform and close your account.

17. Governing law and disputes

These Terms are governed by the laws of British Columbia, Canada, without regard to conflict-of-law rules, and the courts of British Columbia have exclusive jurisdiction, except where your local consumer law requires otherwise.

Before starting a claim, contact us at maidmessenger@gmail.com and give us thirty days to resolve it. Any claim must be brought within one year of the event giving rise to it.

18. General

• If any part of these Terms is unenforceable, the rest still stands.
• If we do not enforce a right once, that is not a waiver of it.
• You may not assign your account or these Terms without our written consent; we may assign them in connection with a merger, acquisition, or sale of assets.
• These Terms, together with our Privacy Policy and any in-app shift terms, are the whole agreement between us about the Platform and replace anything said or written before.