Service Policy & Terms

PART A — General Conditions (all services)

1. A1. Service Territory The services are offered in the Greater Montreal area, depending on the sectors served by the company and the availability of teams and equipment.

1. A2. Booking and Confirmation A booking is confirmed once the company has received the customer's information and, where payment applies, the required payment. The customer will receive a confirmation by email, SMS, or through the website. Booking details — service, address, date or season, and price — form part of the agreement.

1. A3. Quotes and Site Visits — One-Time Jobs One-time jobs (for example driveway work, painting, and repairs) are booked through a request form with the customer's name, address, and a description of the work. The company reviews the request and may schedule a site visit before giving a firm price. Work begins once the customer has accepted the quote.

1. A4. Prices and Taxes Prices are in Canadian dollars. Applicable taxes — GST (5%) and QST (9.975%) — are added to the prices shown, unless a price is clearly stated as tax included. The price confirmed at booking is the price that applies to that booking.

1. A5. Payment Methods The company accepts payment by Interac e-Transfer, by card online through the secure Square payment link provided by the company, and by card at the door at the time of service. Payment instructions are provided at booking and on the payment page of the website.

1. A6. Seasonal Subscription — Season and Service Start Recurring services are offered as a seasonal subscription covering the period from May 1 to October 31. The subscription price is $450 plus taxes for the season, unless a different price is confirmed at booking. Service under a subscription starts after receipt of the required payment and confirmation of the subscription, subject to the rights and rules applicable to the contract type.

1. A7. Seasonal Subscription — Cancellation For voluntary cancellation of a seasonal subscription, the company applies the cancellation conditions communicated at signup. When cancellation is requested at least 7 days before the planned service start, no cancellation fee is applied by the company, subject to rights provided by law. After that deadline, the cancellation fees set at signup may be deducted or charged, subject to the customer's legal rights.

1. A8. Access to the Property The customer must make sure the team can access the areas where work is to be done: gates unlocked, vehicles moved where needed, and access to the areas to be cleaned, repaired, or maintained. Pets must be kept inside or secured during the visit so the team can work safely.

1. A9. Property Damage Any damage claim must be reported to the company within 24 hours of its discovery. To allow a serious and fair review, the customer is invited to provide evidence establishing the link between the damage and the company's work, including photographs, videos, surveillance camera footage, or any other relevant evidence. A claim will not automatically be considered attributable to the company simply because it is filed after a visit; the company will review the facts and available evidence before deciding. When damage is genuinely caused by the company, the company will repair it or reimburse it, in accordance with applicable legal obligations and the circumstances of the case.

1. A10. Pre-Existing Damage Damage or wear that existed before the company's visit — for example cracks, loose stones, worn surfaces, or damaged wood — is not the company's responsibility. When the team notices pre-existing damage, it may note it or mention it to the customer before starting the work.

1. A11. Lost or Missing Objects If a customer notices a missing object after a visit, they must contact the company within 24 hours and provide any available evidence to verify the situation. The company will conduct a reasonable verification. A simple statement, without evidence establishing a link to the visit, is not alone proof of liability.

1. A12. Communication and Complaints For any question, request, or complaint, the customer must contact the company through the official contact details provided at booking and on the website. For a damage or missing-object claim, it is recommended to send available photos, videos, or other evidence to allow quick verification.

1. A13. Customer Legal Rights Nothing in this policy is intended to limit consumer rights under applicable Quebec laws. When the contract is concluded remotely or through itinerant trade, special rules may apply, including regarding information to provide and cancellation. Applicable legal conditions prevail over any incompatible provision.

1. A14. Acceptance of Terms By booking a service or subscribing to a plan, the customer acknowledges having had access to the service terms applicable to their booking. The specific conditions communicated at booking — including price, duration or season, service type, and payment terms — are part of the agreement with the customer.

PART B — SMS Messages

1. B1. Consent to Receive SMS By booking a service, providing a mobile phone number, and checking the SMS consent box, the customer agrees to receive text messages (SMS) about their service from Groupe Golden Services Outdoor / Groupe Golden Ice inc., sent from the company's business phone number.

1. B2. Types of Messages These messages may include booking confirmations, scheduling notices, arrival heads-up messages ("we are on our way"), service follow-ups, and seasonal reminders. They are service messages about the customer's own booking or subscription — not advertising blasts.

1. B3. Frequency and Charges Message frequency varies depending on the service booked and the season. Message and data rates may apply, according to the customer's mobile plan.

1. B4. Opting Out and Help The customer can opt out at any time by replying STOP to any message; no further messages will be sent, except a final confirmation of the opt-out. For help, reply HELP or contact the company through the website. Opting out of SMS does not cancel the service; the company will simply contact the customer by another means.

1. B5. Consent Is Not a Condition of Purchase Giving consent to receive SMS is not a condition of purchasing any service. A customer may book and receive service without agreeing to SMS messages.

PART C — Yard Sign

1. C1. Yard Sign Authorization By subscribing to a seasonal plan, the customer authorizes the company to install a small yard sign on their property (front yard) for the whole duration of the season.

1. C2. Removal The company will remove the sign at the end of the season. If the customer prefers not to have a sign, they can simply tell the company at booking or at any time, and the sign will not be installed, or will be removed on request.

PART D — Conditions by Service Category

D1. Driveways & Outdoor Surfaces

Asphalt repair, sealcoating, interlock repair, concrete repair, edging

1. Vehicles moved: Before driveway work begins, the customer must remove all vehicles and obstacles from the work area so the team has full access to the surface.
2. Sealcoating curing time: After sealcoating, the surface must not be driven or parked on for 24 to 48 hours. Using the surface before it has cured can mark or damage the finish and is at the customer's risk.
3. Scope of repairs: Asphalt and concrete repairs are surface repairs — filling cracks, patching small holes, and restoring the surface. Structural or base problems (for example a collapsed or badly sunken base) are not included unless they are specifically quoted.
4. Interlock re-levelling: Interlock repair covers re-levelling sunken stones, replacing broken stones, and adding joint sand in the repaired area. Results depend on the condition of the base underneath.
5. Weather delays: Asphalt and sealing work require dry conditions. Rain or unsuitable weather may delay the work to the next suitable day, at no fault of the company.

D2. Exterior Cleaning

Pressure washing, window cleaning, gutter cleaning, roof cleaning, house washing, fence cleaning, outdoor furniture cleaning, garage cleaning, fall cleanup

1. Water access: The customer must provide access to an outdoor water tap for pressure washing, house washing, and similar services, unless another arrangement is made at booking.
2. Fragile surfaces: Pressure washing on fragile or older surfaces — for example old wood, aging siding, or crumbling mortar — is done with care, but the customer accepts the risk of damage to already weakened surfaces. The team will warn the customer when it sees a risk before starting.
3. Roof and window methods: Roofs are cleaned with methods suited to the roof type (soft wash where needed rather than high pressure), and windows are cleaned as described in the service — glass, and frames where included.
4. Gutter debris: Leaves and debris removed from gutters are bagged and left on site or removed, as described in the service booked.

D3. Painting & Protection

Exterior painting, fence painting, deck staining, exterior door painting, surface sealing

1. Colour choice: The customer chooses and approves the colour(s) and finish before work begins. A colour applied as approved cannot be changed at the company's cost because of a change of taste.
2. Preparation and repairs: Standard surface preparation (cleaning, light sanding, minor filling) is included. Major repairs — for example replacing rotten wood or damaged boards — are not included and will be quoted separately before the work is done.
3. Weather delays: Exterior painting and sealing require dry conditions and suitable temperatures. Rain or unsuitable weather may delay the work to the next suitable day.
4. Deck staining results: Staining results vary with the age and condition of the wood. Older or previously treated wood may absorb stain unevenly, and the final tone may differ from colour samples.

D4. Gardens & Lawn

Lawn mowing, hedge trimming, leaf removal, weed removal, mulch installation, planting, sod installation, lawn aeration, overseeding, winter garden preparation

1. Route schedule: Recurring visits are done on a route schedule. The visit day may shift during the week because of weather, and the exact time of passage may vary.
2. Access on visit day: On the visit day, gates must be unlocked and pets kept inside or secured, so the team can complete the full visit.
3. First visit — overgrown lawns: When a lawn is heavily overgrown at the first visit, that visit may be billed as a cleanup rather than a regular mowing visit. The company will tell the customer before applying this.
4. Watering and marking: The customer is responsible for watering the lawn, new sod, and new plantings, and for marking sprinkler heads, invisible-fence lines, and other hidden items the team cannot see. Items that are not marked and are hidden in the grass are at the customer's risk.
5. Clippings and leaves: Grass clippings are mulched, collected, or removed, and leaves are collected or removed, as described in the service booked.

D5. Exterior Repairs

Fence repair, deck repair, outdoor steps repair, mailbox installation, house number installation, window screen repair, drainage maintenance, outdoor lighting

1. Quotes after request: Repair work is quoted after the customer sends the request form and, where needed, after a site visit. The price is confirmed before the work begins.
2. Outdoor lighting — ready-made units only: Outdoor lighting covers the installation of ready-made outdoor lighting units only. The company does not perform licensed electrical work — no wiring, no panel work, and no new circuits. If the work requires an electrician, the customer will be told.
3. Warranties: Materials are covered by the manufacturer's warranty. Workmanship (labour) is guaranteed for 1 year from the date of the work, unless the quote states otherwise. Normal wear, misuse, and damage caused by others are not covered.
4. Municipal rules and permits: Mailbox and house-number installations follow applicable municipal rules. Where a permit or authorization is required, obtaining it is the customer's responsibility, unless agreed otherwise in writing.

D6. Snow & Winter

1. Snow services under the Golden Ice policy: Snow and winter services are offered and governed under the Groupe Golden Ice snow removal Service Policy, available on goldenicegroup.com, where snow bookings and payments are made. That policy — including its season (November 1 to April 30), service trigger, and conditions — applies in full to snow services.

D7. Seasonal & Extras

Holiday decorations, spring cleanup, summer preparation, property preparation, yard waste removal, scheduled property maintenance

1. Holiday decorations: Decorations and ready-made lighting are installed and removed within the installation and removal windows booked by the customer. Decorations are provided and stored by the customer, unless agreed otherwise at booking.
2. Cleanups: Spring and fall cleanups cover the items described in the service booked — for example clearing winter sand and salt residue, gathering leaves, and cleaning the yard and walkways.
3. Property preparation: Preparation of a property for sale or rental is quoted per property, based on the work requested, after the request form and, where needed, a site visit.