Marketplace Terms for Businesses

1.1 The parties. These Vendor Terms are an agreement between Tenon10 Inc., an Ontario corporation, 506-137 Isabella St, Toronto, ON M4Y 1P5 ("Tenon10", "we", "us"), and the business that lists itself on the Tenon10 marketplace ("you", the "Vendor"). If you accept these terms on behalf of a company or partnership, you confirm you are allowed to bind it.

1.2 What they cover. These terms apply when you list a business on the Tenon10 marketplace, claim a profile we prepared for you, take bookings or quote requests, invoice customers or get paid through Tenon10, or buy a Pro or Team plan.

1.3 Other documents. Our Terms of Service and Privacy Policy also apply. If they conflict with these Vendor Terms on a marketplace matter, these Vendor Terms win. Our public page How we rank pros explains how listings are ordered; it is part of how we run the marketplace but is not a promise of any particular position.

1.4 How you accept. You accept these terms by ticking the box when you list or claim your business. We keep a record of when you accepted and which version.

2.1 Tenon10 runs a directory and booking tool that helps landlords, tenants and other customers find and pay local service businesses. We do not perform the work, and we are not a party to your contract with your customer.

2.2 You are an independent business. Nothing in these terms makes you our employee, agent, partner or franchisee. You decide whether to take a job, how and when to do it, who does it, what tools to use and what to charge.

2.3 You are the seller. You set your own prices, do the work, and invoice the customer in your own name (and with your own GST/HST number if you are registered). Customers pay you, through your own Stripe account (section 7).

2.4 We do not supervise, guarantee or warrant your work, and we do not guarantee that any customer will pay, show up, or be truthful.

3.1 Who can join. You must be at least 18, able to make a binding contract, and operating a real business in Canada. Sole proprietors are welcome; you do not need to be incorporated. For now the marketplace serves Canada except Quebec; do not list service areas in Quebec until we tell you it is open. (The United States will come later under updated terms.)

3.2 Business check. Before your listing goes live, our team checks that the business is real (for example, your legal name, business number if you have one, registry entry, website or phone). We may ask for more information and may decline a listing we cannot check. We do this to protect customers; it is not an endorsement.

3.3 Profiles we prepared. We may create a basic profile for a business from public sources before it joins. If that is you, you can claim it (and these terms then apply) or ask us to remove it at any time using the "Remove my business" page.

3.4 Your login. Keep your login private. You are responsible for activity under your account and your team's accounts. Tell us right away at [email protected] if you think someone else has access.

3.5 Teams. On the Team plan you can add members (for example an office manager, crew or bookkeeper) with limited roles. You are responsible for what your members do on Tenon10, for making sure they follow these terms, and for removing people who no longer work with you. Crew roles do not see prices by design.

3.6 One business, accurate identity. Do not impersonate another business, create duplicate listings to take up more space, or list on behalf of a business you do not represent.

4.1 Everything you put on Tenon10 — business name, description, trades, service areas, prices, photos, credentials and contact details — must be true, current and not misleading. Update it when things change.

4.2 Prices. Prices you show are your prices. If you show a fixed or "from" price, it must be a price a typical customer can actually get, and it must include every mandatory fee or charge other than sales tax (no hidden "trip fees", "admin fees" or similar added later unless clearly shown up front). This reflects Canada's Competition Act rules on misleading prices and "drip pricing". We will remind you to confirm prices that are 180 days old and stop showing prices that have not been confirmed for 365 days.

4.3 Service areas. Only list areas you actually serve.

4.4 Our review of listings. We may review, decline, edit for formatting, hide or remove content that breaks these terms or the law, or that we reasonably think may mislead customers. Gallery photos are checked before they show publicly.

5.1 Your responsibility. You are solely responsible for holding, and keeping in force, every licence, certificate, registration, permit and insurance policy the law requires for your trade and for every place you work, and for following all laws that apply to your work (including building, electrical, gas, plumbing, safety, environmental, consumer protection, privacy and employment laws).

5.2 Our requirement lists are guidance only. We show licensing and insurance requirements based on our own research. That research may be incomplete, out of date, or not cover your city or your particular job. A requirement not showing on Tenon10 does not mean none applies. Check with the regulator if you are unsure.

5.3 Trades we block without a credential. For safety-critical work we will not list you in the trade until we have checked the credential:

• Electrical work — an Electrical Safety Authority (ESA) Licensed Electrical Contractor licence (Ontario), or the equivalent in other provinces;
• Gas work (including gas-fired heating) — a Technical Standards and Safety Authority (TSSA) registration and certificate (Ontario), or the equivalent in other provinces; and
• Pest control — a structural exterminator licence (Ontario), or the equivalent in other provinces.

These rows are shown as "required by law, verified by Tenon10". For other trades we may show requirements, ask you for documents, and review your listing, but we generally do not block it. Showing a licence number on your profile is a statement by you that the licence is valid.

5.4 "Verified" badge. We show a Verified badge only after our team has checked your documents. Today that means commercial general liability insurance of at least $1,000,000 in force, in your legal name. The badge comes off automatically when the policy's end date passes unless you upload a renewal. A separate "Business checked" badge means we checked your business registration. A badge is a point-in-time document check, not a guarantee of your work, your insurance claims history, or that the documents were genuine.

5.5 Lapses. If a required licence lapses, the trade it covers is hidden from the directory until you upload a valid one. If your insurance lapses, the Verified badge and Featured eligibility come off. Your profile stays published for your other trades. We send reminders before documents expire, but keeping them current is your job.

5.6 Workers' compensation and employment. If you have workers, you are responsible for WSIB coverage in Ontario (or the workers' compensation board in your province) where the law requires it, and for wages, deductions, source withholdings and employment standards. Tenon10 is not the employer of you or anyone who works for you.

5.7 Working in rental homes. Many jobs are in rented units. Follow the access arrangements the landlord or tenant gives you, respect the tenant's privacy, and do not enter a unit without the arrangement the customer confirmed. (In Ontario the landlord, not you, gives the tenant 24 hours' written notice of entry; our tool prompts the landlord, but you should confirm access before you go.)

6.1 When a customer books you or accepts your quote, the contract for the work is between you and the customer. You are responsible for the scope, quality, safety, timing, warranties, permits, clean-up, and any guarantees you give.

6.2 You must follow consumer protection law that applies to your work, including Ontario's Consumer Protection Act rules on estimates, written agreements and cancellation rights where they apply, and give the customer any documents the law requires.

6.3 Disputes with customers. Try to resolve complaints directly and politely. We may look at what happened, ask both sides for information, and decide what we will do on our platform (for example about a review or your listing), but we are not an arbitrator and our decisions do not settle your legal rights with the customer.

6.4 Cancellations and no-shows. Cancelling a job you accepted, missing the arrival window you gave, or not responding to requests affects your reliability score (see How we rank). Cancellations by the customer do not count against you.

7.1 Your Stripe account. To take payments through Tenon10 you connect your own Stripe account (a Stripe Connect "Standard" account). You contract with Stripe directly and must accept and follow the Stripe Connected Account Agreement and Stripe Services Agreement. Stripe, not Tenon10, holds and moves the money. We never hold your customers' payments.

7.2 How payment works. After you finish a job, you issue an invoice through Tenon10. The customer pays it by card on a Stripe checkout page that runs on your Stripe account. The charge is yours; Stripe's processing fees are charged to your Stripe account. If a platform fee applies (section 8.4), Stripe deducts it from the charge and sends it to us.

7.3 Refunds and chargebacks. You decide refunds, through Tenon10 or your Stripe dashboard. When you refund a customer, the platform fee is refunded to you in proportion to the amount refunded. Chargebacks (disputes) are made against your Stripe account and handled by you with Stripe. A dispute you lose counts in your reliability score. If you lose a chargeback without refunding, Stripe does not return the platform fee.

7.4 Your records. You can export your invoices, payments, fees and refunds as CSV files and see everything in your Stripe dashboard. Tenon10 does not do your bookkeeping.

7.5 If Stripe limits your account. If Stripe restricts or closes your account, you may not be able to take payments through Tenon10 until it is fixed. We are not responsible for Stripe's decisions.

8.1 Plans.

• Price (before tax): Free: $0; Pro: $79 CAD / month; Team: $199 CAD / month
• Annual option (before tax): Free: —; Pro: $790 / year; Team: $1,990 / year
• Platform fee on payments through Tenon10: Free: 3% or 10% (section 8.4); Pro: 0%; Team: 0%
• Quote requests from customers: Free: No; Pro: Yes; Team: Yes
• Eligible for Featured placement (if you also qualify): Free: No; Pro: Yes; Team: Yes
• Sponsored blog placements included: Free: 0; Pro: 1; Team: 3
• Team members: Free: Owner only; Pro: Owner only; Team: Up to 10 (provisional)

Annual plans cost ten times the monthly price. The full current feature list is on our For Pros page; if it differs from this table, the For Pros page at the time you buy controls. Plans can be bought only on our website, not in the mobile app.

8.2 Free trial. Each business may try Pro free for 30 days, once. No card is needed. A reminder is sent 7 days and 1 day before it ends. When it ends you move to Free automatically unless you chose to upgrade and added a card; in that case the first period is charged on the trial's last day.

8.3 Founding offer. The code FOUNDING gives 50% off the Pro plan for your first 12 months. It is limited to the first 100 businesses that redeem it, one per business, on a first subscription only, and cannot be combined with other offers. After 12 months the regular price applies. We may end the offer once 100 redemptions are reached.

8.4 Platform fee (Free plan only). On the Free plan we charge a platform fee on each payment a customer makes to you through Tenon10:

• 3% when you brought the customer: a landlord who invited you or already had you in their own vendor list, or a customer who booked through your own booking link, website widget or invitation; and
• 10% when Tenon10 found the customer, for example through our directory, city pages or blog.

The fee is a percentage of the invoice amount before sales tax. Example: a $500 job plus 13% HST is $565; a 10% fee is $50.00. The fee rate is fixed on the invoice the first time the customer opens checkout, so a later plan change does not change that invoice. Pro and Team have no platform fee. The fee includes any sales tax we are required to charge on it.

8.5 Prepaid billing. Paid plans are prepaid. Your billing date is the day your first payment succeeds, and each renewal (monthly or yearly) is charged automatically to your saved card at the start of the period. Your Pro or Team features switch on only when the payment succeeds. You authorize us to charge your saved card for each renewal until you cancel.

8.6 Failed payments. If a renewal payment fails, we retry it and remind you for 7 days, and your plan stays on during that time. If it is still unpaid after 7 days, your account moves to Free: your listing stays up, paid features stop, and the unpaid invoice is cancelled — you owe nothing for it and there is no late fee. If you pay again later, a new prepaid period starts on the day you pay.

8.7 Changing plans.

• Upgrade (Pro to Team): you pay the difference for the days left in your current period right away, and your renewal date stays the same.
• Downgrade (Team to Pro, or yearly to monthly) and cancellation: take effect at the end of the period you already paid for. You keep your features until then.

8.8 Refunds. Plan fees are not refunded for unused time, partial periods, or features you did not use, except: (a) where we decide, at our discretion, to issue a refund; (b) where we end your plan for a reason that is not your breach of these terms (section 13.4); or (c) where the law requires a refund. Billing errors are corrected once you tell us.

8.9 Price changes. We may change plan prices or the platform fee with at least 30 days' notice by email. A new plan price applies from your next renewal after the notice period; you can cancel before then. A new platform fee rate applies only to invoices first opened for checkout after the change.

8.10 Custom arrangements. If we agree a custom package with you in writing, its prices and fee replace the ones above for as long as it lasts.

9.1 Plan prices exclude applicable sales tax. We add GST/HST (and PST/QST where applicable) based on the billing province of your card, or your business address if we do not have one.

9.2 For your own work, you are responsible for deciding whether you must register for GST/HST and any provincial sales tax, for telling us accurately whether you are registered and your registration number, and for charging, reporting and remitting tax on your invoices. Tenon10 calculates tax on your invoices from the information you give us; if that information is wrong, the tax result will be wrong and that is your responsibility. You are responsible for your own income tax.

10.1 Who can review you. Only a customer who booked and paid for a job through Tenon10 can review it — once per booking, within 60 days of payment. Your own staff and team members cannot review you. A refunded job can still be reviewed.

10.2 Reviews cannot be bought or removed for money. You cannot pay us to remove, hide, edit or reorder reviews, and no plan does this. You may not:

• write reviews of your own business or a competitor's, or get friends, family or staff to;
• offer customers money, discounts or gifts for a review, or only for a positive one;
• pressure, threaten or harass a customer about a review;
• ask a customer to remove a review in exchange for a refund or anything else.

You may ask customers for an honest review.

10.3 Your reply and disputes. You can reply to a published review once, publicly, and edit your reply for 7 days. If you think a review breaks our rules (for example it is about a different business, contains personal information, hate, threats, or is not from a real customer), you can dispute it. Disputing does not hide it; our team decides whether to keep or remove it, and records a reason when it removes one. We may hold reviews that our fraud checks flag (for example, a reviewer who shares contact details with you, or many reviews in a short time) until our team looks at them.

10.4 Conduct. Treat customers, their tenants and our staff with respect. Do not discriminate on any ground protected by human rights law, and do not harass, threaten or abuse anyone.

You must not:

• (a) give false, misleading or out-of-date information, credentials or prices;
• (b) list a trade you are not licensed for where a licence is required;
• (c) manipulate ranking or reviews (fake accounts, fake bookings, review swaps, coordinated activity);
• (d) scrape, copy or resell the directory, other vendors' content, or customer data;
• (e) interfere with the security or operation of Tenon10, or use it for spam or malware;
• (f) use Tenon10 for anything illegal, including fraud or work without required permits;
• (g) avoid the platform fee on a job that came through Tenon10 — for example, on the Free plan, cancelling or voiding a Tenon10 invoice and asking the customer to pay you outside Tenon10 for that same job to skip the fee.

What is fine: you may work directly with any customer on future jobs that do not go through Tenon10; you may take payment outside Tenon10 for work that was never booked through Tenon10; and nothing stops your existing customers from hiring you any way they like. A customer who chooses to pay you another way is not a breach by you, as long as you did not steer them there to avoid the fee. If we think fee avoidance is happening, we will contact you first before taking action.

12.1 You own your content. Your logo, photos, descriptions and other content stay yours.

12.2 Licence to us. You give Tenon10 a non-exclusive, royalty-free, worldwide licence to host, store, copy, display, format (for example resize, crop, compress, remove location data from photos), translate and publish your content, business name and logo, in order to run and promote the marketplace — on your profile, in directory and city pages, search results, our apps, emails to customers, structured data for search engines, and marketing that shows the marketplace (for example a screenshot of a directory page). We will not sell your photos or license them to third parties for their own use. The licence ends when you remove the content or delete your listing, except for copies in backups, caches and existing printed or published material that we cannot reasonably recall, and content needed for legal records (for example invoices).

12.3 Your promises about content. You confirm you own or have permission to use everything you upload, and that photos of customers' homes do not show people, addresses, documents or personal belongings that identify someone without their permission. Do not upload photos taken inside a tenant's home without the tenant's agreement.

12.4 Reviews and replies are part of the public record of the marketplace. Customers own their reviews and give us a licence to publish them; your replies are covered by 12.2.

12.5 Feedback. If you send us suggestions, we may use them without paying you.

13.1 Your information. We handle personal information about you and your team under our Privacy Policy and Canada's Personal Information Protection and Electronic Documents Act (PIPEDA). Your public profile — business name, trades, areas, prices, photos, badges, licence numbers, reviews and replies — is public on the internet and may be indexed by search engines. Documents you upload for checks (insurance certificates, licences) are private and seen only by our staff who review them.

13.2 Customer data you receive. When a customer books you, you receive their contact details and job information (for example the address of the unit). You may use that information only to quote, schedule, do and invoice that job, handle follow-up and warranty on it, and keep records the law requires. You must:

• not sell, rent or share it except with people working on the job;
• not add customers to marketing lists or send them promotional messages unless they have given you consent that meets Canada's Anti-Spam Legislation (CASL); a booking alone is not consent to marketing;
• keep it reasonably secure and delete it when you no longer need it for these purposes or for legal records;
• tell us promptly at [email protected] if it is lost, stolen or accessed without permission.

13.3 Messages through Tenon10. Messages and notices you send through Tenon10 must be about the customer's job. We may send transactional messages to your customers on your behalf (for example booking confirmations, invoices and review requests).

14.1 You can leave at any time. You can pause your listing or delete your business from your settings. If you have open bookings, unanswered quote requests or unpaid invoices, you must finish or cancel them first (we will show you the list). Paid plans end as set out in section 8.

14.2 We may suspend or remove your listing or account if: you seriously or repeatedly break these terms; a required licence or check fails; we reasonably believe there is a risk to customers' safety, property or money; we detect fraud, fake reviews or fee avoidance; Stripe or a regulator requires it; or the law requires it.

14.3 Notice. Unless there is an urgent safety, fraud or legal reason, we will tell you what the problem is and give you a reasonable chance (usually 14 days) to fix it before we act. Where we act first, we will tell you why as soon as we can. You can ask us to review a decision by emailing [email protected].

14.4 Money on termination. If we end your paid plan for a reason that is not your breach of these terms (for example we close the marketplace or your region), we refund the unused part of your prepaid period. If we end it because you broke these terms, no refund is due. Platform fees on payments already made are not refunded except as set out in section 7.3.

14.5 What survives. Sections on fees owed, taxes, content licence (as limited in 12.2), customer data, disclaimers, limitation of liability, indemnity and governing law continue after these terms end. Records the law requires us to keep (for example invoices and payment records, kept for six years) are kept even after deletion.

15.1 We provide the marketplace "as is" and "as available". We do not promise that you will get any number of bookings, customers or reviews, any ranking position, or that the service will be uninterrupted or error-free.

15.2 Our licensing and insurance guidance, tax calculations on your invoices, AI assistant (Keya) suggestions and other tools are aids, not professional, legal or tax advice. Check anything important yourself.

15.3 Nothing in these terms excludes any right or guarantee that cannot be excluded under the law that applies to you.

16.1 To the extent the law allows, Tenon10 is not liable for indirect, incidental, special or consequential losses, lost profits, lost business or lost data, or for the acts or omissions of customers, other vendors, Stripe or other third parties.

16.2 To the extent the law allows, our total liability to you for all claims relating to the marketplace is limited to the greater of (a) the plan fees and platform fees you paid us in the 12 months before the claim, or (b) $100 CAD.

16.3 These limits do not apply to liability that cannot be limited by law, including for fraud, or for death or personal injury caused by our negligence.

You agree to compensate Tenon10, its directors, employees and contractors for losses, damages, fines and reasonable legal costs from third-party claims that arise from: (a) work you or your team did or failed to do; (b) your breach of these terms or of the law (including licensing, safety, tax, employment, privacy and CASL rules); (c) content you uploaded; or (d) your dealings with your customers. We will tell you promptly about any such claim, let you take part in (or, where reasonable, control) the defence, and not settle it in a way that admits fault for you without your consent. This does not apply to the extent a loss was caused by our own breach or negligence.

We may update these terms. For changes that matter to you (for example fees, ranking rules, or your rights), we will give you at least 30 days' notice by email and in your vendor dashboard, and may ask you to accept the new version. If you do not agree, you can cancel before the change takes effect; your paid plan will run to the end of the current period at the old price. Small fixes (typos, clarity, new features that do not reduce your rights) may take effect when posted.

19.1 These terms are governed by the laws of Ontario and the federal laws of Canada that apply there.

19.2 If you have a problem with us, email [email protected] first; we will try to resolve it within 30 days. If it is not resolved, it will be settled by binding arbitration under the rules of the ADR Institute of Canada, by one arbitrator, seated in Toronto, held online or by video unless the arbitrator decides otherwise, under the law of Ontario. Tenon10 pays the arbitration administration and arbitrator fees above the first $250 you pay to start the claim. Either of us may instead bring a claim in the Ontario Small Claims Court if it is within that court's limit, and nothing stops either of us from seeking urgent relief from a court.

• Whole agreement. These Vendor Terms, our Terms of Service and Privacy Policy, and any written custom package are the whole agreement about the marketplace.
• Assignment. You may not transfer these terms without our written consent. We may transfer them to an affiliate or to a buyer of the marketplace business, with notice to you.
• Severability. If a court finds part of these terms unenforceable, the rest stays in force.
• No waiver. If we do not enforce a term right away, we can still enforce it later.
• Force majeure. Neither of us is responsible for delays caused by events outside reasonable control (for example outages at our hosting or payment providers, natural disasters, strikes).
• Language. These terms are in English. Les parties ont exigé que cette convention soit rédigée en anglais.
• Notices. We send notices to the email on your account. You send notices to [email protected] or Tenon10 Inc., 506-137 Isabella St, Toronto, ON M4Y 1P5.

Questions about these terms: [email protected] — Syed Maqutadir Rehman, CEO, Tenon10 Inc.