1 About These Terms
These Terms of Service ("Terms") form a binding agreement between you and Adrois Inc. ("Adrois", "we", "us" or "our"), a corporation registered in Ontario, Canada. They apply to your use of www.adrois.com (the "Site") and to every service you book with us.
By creating an account, booking a service or making a payment, you confirm that you have read, understood and agree to these Terms and to our Privacy Policy. If you do not agree, please do not use the Site or our services.
Before you pay, we confirm in writing the service package you have selected, what it includes and its total fee (your "Service Confirmation"). If your Service Confirmation and these Terms conflict, your Service Confirmation applies.
Consumer Protection Notice: Nothing in these Terms limits any right you have under the Ontario Consumer Protection Act, 2002 or other law that cannot be waived by agreement.
2 Eligibility
You must be at least 18 years old to book a service on your own. If you are 16 or 17, a parent or legal guardian must agree to these Terms and approve your booking on your behalf.
3 Accounts
If you create an account, you agree to:
- give accurate, complete and current information;
- keep your login details confidential; and
- tell us promptly if you believe your account has been accessed without permission.
We may suspend or close an account that is used fraudulently, unlawfully or in breach of these Terms.
4 Our Services
Adrois provides settlement support services to people relocating to Canada. Depending on the package you select, these may include:
- Housing-search and relocation assistance. We search public rental listings against your stated preferences and send you suitable options, explain rental application requirements, help you organize your documents and, with your permission, contact landlords and property managers about availability, requirements and viewing times.
- Airport arrival coordination. We arrange transportation from your arrival airport to your accommodation or another agreed destination through licensed transportation providers.
- Settlement registrations. We guide you through applying for a Social Insurance Number, opening a bank account, setting up a mobile plan, using local transit and applying for provincial health coverage, where applicable.
- Post-arrival support. We provide follow-up help with outstanding settlement tasks, within the scope of your package.
Each package includes only the services, number of options and support period stated on the Site or in your Service Confirmation.
5 How We Work With You
5.1 You make every decision. Adrois provides guidance and administrative support. You decide which property to pursue, submit your own applications, make your own rental offer, negotiate rent and lease terms, and decide whether to sign a lease. We never sign a lease or make a commitment on your behalf.
5.2 What we do not provide. Adrois is not a real estate brokerage, law firm, immigration consultant, financial advisor or moving company. We do not provide real estate brokerage, legal, immigration, financial or employment services. Please seek a qualified professional for advice in those areas.
5.3 Lease walkthrough. Before you sign a lease, we will walk you through its general contents to help you understand it. This is general information, not legal advice, and we do not negotiate leases on your behalf. For advice about your specific lease, please consult a lawyer, licensed paralegal or legal clinic.
5.4 Our role with landlords. When we contact a landlord or property manager for you, we are open about our role as your relocation assistant. Final tenancy arrangements are made directly between you and the landlord.
5.5 Housing search period. Unless your Service Confirmation states otherwise, housing-search assistance runs for up to two months from the start of the search. If you change your preferred city or area more than two weeks after the search begins, an additional fee may apply, and we will tell you the amount before any work continues.
5.6 Airport arrivals. Your package includes a waiting period of up to 90 minutes after your flight lands. Additional waiting time may incur a fee, which we will tell you about in advance where possible. If you arrive between 10:00 p.m. and 9:00 a.m. and cannot access your accommodation, we will help you arrange temporary accommodation, at your cost, until access is available. If a child is travelling with you, you must provide a suitable child car seat.
6 Fees and Payment
All fees are in Canadian dollars and are payable in full at the time of booking, unless your Service Confirmation states otherwise. We accept credit card, debit card, PayPal and direct debit. Applicable taxes are added where required.
Discounts, including partner and student rates, apply only when the conditions of the offer are met (for example, verification of enrolment) and cannot be combined with other offers unless we say so in writing.
7 Cancellations and Refunds
7.1 No refunds. Because work on your file begins as soon as you book, all fees are non-refundable, except where this section or applicable law provides otherwise.
7.2 Re-delivery if we cannot deliver. If Adrois is unable to deliver a service you have paid for, we will deliver that service again at no extra cost. You may use this re-delivery within 90 days of the date we notify you that we could not deliver the service. Re-delivery applies only to the same service; fees are not credited toward other services.
7.3 What does not count as non-delivery. We have delivered your service, and section 7.2 does not apply, where the outcome depends on something outside our control, including:
- a landlord rejecting your application, or a property becoming unavailable;
- your decision not to pursue the options we provided;
- a change to your travel or move-in dates;
- a decision or delay by a government agency, bank or other institution; or
- the circumstances described in section 9 (your responsibilities).
7.4 Ending service for misconduct. We may stop providing services, without re-delivery, if you behave abusively, threaten our staff, engage in illegal conduct or put anyone's safety at risk.
8 Payment Disputes
If you have a concern about a charge, please contact us first at letstalk@adrois.com so we can try to resolve it quickly. This does not affect any right you have under applicable consumer protection law to dispute a charge with your card issuer.
9 Your Responsibilities
To help us deliver your service, you agree to:
- give accurate and complete information, including your travel details, flight numbers and arrival times;
- tell us promptly about any change to your plans, flights or move-in dates;
- respond to our messages and provide requested documents in a timely way;
- attend agreed appointments, viewings and pickups;
- verify that a landlord or listing is legitimate before you send any money, and never pay a deposit or rent before seeing a written lease or confirming the landlord's identity; and
- read and understand any lease before you sign it.
We are not responsible for delays, missed services or extra costs caused by inaccurate information, missing documents, missed appointments or a lack of response from you.
Messages we send by email, SMS or your account dashboard are considered delivered when sent to the contact details you gave us.
10 Service Limits and Third Parties
10.1 No guaranteed outcomes. We work to help you find suitable housing and complete your settlement tasks, but we cannot guarantee any particular result. In particular, we do not guarantee:
- the availability, price, condition or suitability of any property, building or neighbourhood;
- that a landlord will respond to you or approve your application;
- the approval or processing time of any government, banking, health or institutional application; or
- any immigration, border or customs outcome.
10.2 Third parties. Landlords, property managers, realtors, transportation providers, airlines, banks, government agencies and other third parties act independently of Adrois. Listing information comes from those third parties and may change without notice. We are not responsible for the acts, omissions, decisions, representations or reliability of any third party, including fraud or misrepresentation by a landlord or listing.
10.3 Luggage and personal property. Lost, delayed or damaged luggage is the responsibility of the airline or transportation provider concerned.
11 Delays and Events Beyond Our Control
We are not responsible for any delay or failure to perform caused by events beyond our reasonable control, including weather, road conditions, traffic, flight delays or cancellations, airport or border processing times, strikes, government closures, pandemics, emergencies, civil unrest, natural disasters or technical outages. If such an event prevents us from delivering a service, we will work with you to reschedule it where reasonably possible.
12 Limitation of Liability
To the fullest extent permitted by law:
- Adrois is not liable for any indirect, incidental, special or consequential loss, including loss of income, loss of opportunity, loss of housing, travel costs, or losses caused by third parties; and
- Adrois's total liability for any claim relating to a service is limited to the amount you paid for that service.
Nothing in these Terms excludes or limits liability that cannot be excluded or limited by law, including liability for our own gross negligence or wilful misconduct.
13 Indemnity
You agree to compensate Adrois for any claim, loss or reasonable legal cost that arises because you provided false information, used our services for an unlawful purpose or seriously breached these Terms.
14 Complaints
If you are unhappy with any part of our service, please email letstalk@adrois.com. We will acknowledge your concern within one business day. If it is not resolved at first contact, it will be escalated to our Founder and Chief Executive Officer for review.
15 Disputes and Governing Law
These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there. If a dispute cannot be resolved through our complaints process, both parties agree to try non-binding mediation before starting other proceedings. Either party may still bring a claim in the Ontario Small Claims Court or seek urgent relief from a court.
16 Intellectual Property
All content on the Site, including text, images, designs and downloadable materials, belongs to Adrois Inc. You may not copy, reproduce or distribute it without our written permission.
17 Changes to These Terms
We may update these Terms from time to time. We will post the updated Terms on the Site with a new effective date and, for material changes, notify account holders by email. Changes do not affect a service you have already booked, which remains governed by the Terms in effect when you booked it.
18 General
If any part of these Terms is found invalid or unenforceable, the rest remains in effect. Our failure to enforce any provision is not a waiver of it. These Terms, together with your Service Confirmation and our Privacy Policy, form the entire agreement between you and Adrois about our services.
19 Clients in the United Kingdom
This section takes effect when Adrois begins accepting clients located in the United Kingdom.
This section applies if you book our services as a consumer while located in the United Kingdom. Where it differs from the rest of these Terms, this section applies.
19.1 Your 14-day right to cancel. You may cancel your booking within 14 days of the day you book, without giving a reason, by emailing letstalk@adrois.com with a clear statement that you wish to cancel. We will refund what you are owed within 14 days of receiving your cancellation.
19.2 If you ask us to start within the 14 days. At checkout, you may ask us to begin work immediately. If you do and then cancel within the 14 days, you will pay a proportionate amount for the services provided up to the time you told us you were cancelling, and we will refund the rest. Once a service has been fully performed at your request, you lose the right to cancel that service. After the 14-day period ends, section 7 applies.
19.3 Your statutory rights. We will provide our services with reasonable care and skill. Nothing in these Terms affects your rights under the Consumer Rights Act 2015 or other UK consumer law, or limits our liability for death or personal injury caused by our negligence, or for fraud.
19.4 Law and courts. These Terms are governed by the laws of Ontario, but you keep the protection of any mandatory consumer laws of the part of the United Kingdom where you live, and you may bring proceedings in the courts of England and Wales, Scotland or Northern Ireland, depending on where you live.