TABLE OF CONTENTS
PART 1 – LEGAL NOTICE
1.1 Company Identification
This website and mobile applications are operated by:
Legal name: 9515-8762 Québec inc.
Operating names: Helpeur, Services commerciaux Helpeur, Services résidentiels Helpeur
Legal form: Corporation incorporated under the Quebec Business Corporations Act (CQLR, c. S-31.1)
Date of incorporation: May 9, 2024
Head office: 1476, rue Louis-Francoeur, Québec (Québec) G1Y 1N6, Canada
Quebec Enterprise Number (NEQ): 1179813267
Email: administration@helpeur.ca
Phone: [Coming soon]
President and Publication Director: Edouard Blackburn
1.2 Personal Information Protection Officer
In accordance with section 3.1 of the Act respecting the protection of personal information in the private sector (CQLR, c. P-39.1), as amended by Law 25, we have designated a person responsible for the protection of personal information:
Name: Edouard Blackburn
Title: Personal Information Protection Officer
Email: administration@helpeur.ca
This person is responsible for ensuring the company's compliance with applicable data protection laws, processing any requests regarding your personal information and maintaining the confidentiality incident register.
1.3 Website and Application Hosting
Host: Vercel Inc.
Address: 440 N Barranca Avenue #4133, Covina, CA 91723, United States
Website: https://vercel.com
Platform data is hosted on servers located in the United States via Neon (PostgreSQL database) and Vercel Blob (files). Data is therefore transferred outside Quebec in accordance with Law 25 requirements (see section 2.7).
1.4 Intellectual Property
All elements of the Helpeur website and application (text, graphics, software, photographs, images, videos, sounds, names, logos, trademarks, creations and various protectable works, databases, etc.) as well as the website and application themselves are governed by Canadian and international copyright and intellectual property laws. These elements are the exclusive property of 9515-8762 Québec inc. Any reproduction, representation, modification, publication, transmission or distortion, in whole or in part, of the website, application or their content, by any means whatsoever and on any medium whatsoever, is prohibited without the prior written authorization of 9515-8762 Québec inc.
The trademark "Helpeur" and associated logos are trademarks of 9515-8762 Québec inc. Any unauthorized use of these trademarks is strictly prohibited.
1.5 Applicable Laws and Jurisdiction
These legal notices, the privacy policy and the terms of use are governed by the laws in force in the Province of Quebec and the federal laws of Canada applicable therein. Any dispute arising from the use of the website or application shall be subject to the exclusive jurisdiction of the courts of the Province of Quebec, judicial district of Québec, Canada.
PART 2 – PRIVACY POLICY
This privacy policy describes how 9515-8762 Québec inc., operating under the name Helpeur ("Helpeur", "we", "our" or "us"), collects, uses, discloses, retains and protects the personal information of users of our website (www.helpeur.ca), our mobile applications and our services (collectively, the "Services").
2.1 Applicable Legal Framework
This policy complies with the following laws and regulations:
- Quebec: Act respecting the protection of personal information in the private sector (CQLR, c. P-39.1), as amended by Law 25
- Canada: Personal Information Protection and Electronic Documents Act (PIPEDA)
- Canada: Canada's Anti-Spam Legislation (CASL)
- United States (California): California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA), where applicable
- European Union: General Data Protection Regulation (GDPR), where applicable
2.2 Definitions
"Personal information": Any information that relates to a natural person and that allows them to be identified directly or indirectly. This includes: name, address, email, phone number, IP address, geolocation data, login credentials, payment information, photographs, voice recordings, and any other information that can identify a person.
"Client": Any natural or legal person using the Services to order home service work, whether for personal (B2C) or commercial (B2B) purposes.
"Helpeur" or "Professional": A self-employed worker or business offering their services independently through the Helpeur platform.
"Confidentiality incident": Unauthorized access to, use or disclosure of personal information, or loss of personal information, within the meaning of section 3.6 of the Act P-39.1.
2.3 Personal Information Collected
2.3.1 Information provided directly by you
We collect the information you provide to us when:
- Account creation: Full name, email address, phone number, password (encrypted with Argon2id — never stored in plain text)
- Client profile: Billing address, profile photo, notification preferences
- Service request: Service location address, work description, photos, voice messages (up to 2 minutes), preferred dates, access instructions
- Professional registration: Business name, biography, years of experience, NEQ number, RBQ license, WHMIS certification, ID documents, proof of insurance, professional certifications, availability, service area
- Transactions: Payment information (processed by Stripe — we only store the last 4 digits of the card), order history and invoices
- Communications: Messages via the platform's chat system (text, images, documents, audio)
- Reviews and ratings: Ratings (1 to 5 stars), text comments, photos
- Consents: Acceptance of terms of use (timestamped), marketing communications consent (optional and separate)
2.3.2 Information collected automatically
When you use our Services, we automatically collect:
- Connection data: IP address, browser type, operating system, user agent, pages viewed, visit duration
- Geolocation data: Geographic coordinates derived from the address you provide (geocoding). We do not use your device's GPS.
- Device data: Device identifier (for push notifications), model, operating system version
- Cookies: See section 2.10
- Analytics data: Usage events collected via PostHog for Service improvement purposes
- Security data: Audit logs (actions performed, timestamps, IP address) kept for fraud detection
2.4 Purposes of Collection and Use
We use your personal information for the following purposes:
1. Providing Services: Create and manage your account, process service requests, facilitate matching between Clients and Professionals, process payments and refunds, manage the two-part invoicing system (deposit and balance).
2. Verification and security: Verify the identity and qualifications of Professionals (ID documents, insurance, certifications), prevent fraud and ensure platform security, manage disputes.
3. Service communications: Send you order-related notifications, push notifications via the mobile app, and customer service communications.
4. Service improvement: Analyze usage of our Services via PostHog, develop new features, conduct research and aggregate statistical analyses.
5. Intelligent assistance: Use Google Gemini (artificial intelligence) to provide service recommendations on our website. No personal data is transmitted to this service.
6. Marketing (with your express consent): Send you promotional offers, newsletters and commercial communications, in accordance with CASL.
7. Legal compliance: Fulfill our legal and tax obligations, respond to requests from competent authorities, exercise or defend our legal rights.
2.5 Consent
In accordance with Law 25 and other applicable laws, we obtain your consent in a free, informed and specific manner before collecting, using or disclosing your personal information.
Express consent: For sensitive information (ID documents, verification documents), marketing communications, use of non-essential cookies and transfer of data outside Quebec, we request explicit consent. Each consent is timestamped and recorded separately.
Implied consent: For information necessary to provide the Services you have requested, your consent is presumed when you use our Services.
Withdrawal of consent: You may withdraw your consent at any time by contacting us at administration@helpeur.ca or through your account settings. Withdrawal of consent may limit our ability to provide you with certain Services.
Minors: Our Services are not intended for persons under 18 years of age. We do not knowingly collect personal information from minors.
2.6 Disclosure to Third Parties
We may disclose your personal information to the following categories of third parties:
Other users: Clients and Professionals can see certain profile information necessary for service delivery (first name, photo, ratings, approximate service area). Full contact details are only shared once a service is confirmed.
Service providers (subcontractors): Stripe (payments, US), Vercel (hosting and storage, US), Neon (database, US), PostHog (analytics, US), Upstash (real-time notifications, US), Google (geocoding and AI, US), SMTP2GO (emails, New Zealand), Expo/Meta (push notifications, US), Supabase (real-time, US).
Competent authorities: When required by law, court order or to protect our legal rights, the safety of our users or the public.
We do not sell and have never sold your personal information to third parties. We contractually require all our service providers to protect your personal information in accordance with applicable laws.
2.7 Transfer Outside Quebec
Most of our service providers are located in the United States. Before any transfer of personal information outside Quebec, we conduct a privacy impact assessment (PIA) in accordance with sections 17 and 17.1 of Act P-39.1, to ensure that your information receives adequate protection. We implement appropriate contractual safeguards to ensure a level of protection equivalent to that offered by Quebec laws.
2.8 Retention and Destruction
We retain your personal information only as long as necessary to achieve the purposes for which it was collected, or to meet our legal obligations:
- Active account data: For the duration of your registration on the platform
- Closed account data: 3 years after account closure
- Transaction data and invoices: 7 years (tax and accounting obligations)
- Professional verification documents: For the duration of registration, then as required by law
- Audit logs: 3 years
- Browsing data (cookies): As indicated in our cookie policy
- Rejected Professional application data: 1 year after rejection
- Messages and communications: For the duration of the account, then deleted with the account
Upon expiry of these periods, your information is securely destroyed or irreversibly anonymized in accordance with recognized best practices.
2.9 Your Rights
Under applicable laws, you have the following rights:
2.9.1 Rights under Quebec and Canadian law
Right of access: Obtain confirmation that we hold information about you and access it.
Right of rectification: Have inaccurate, incomplete or ambiguous information corrected.
Right to erasure ("right to be forgotten"): Request deletion of your information or de-indexing of hyperlinks in certain circumstances.
Right to portability: Receive your information in a structured and commonly used format (JSON or CSV), or have it transferred to another organization.
Right to withdraw consent: Withdraw your consent at any time, subject to legal and contractual restrictions.
Right to be informed of automated decisions: Be informed when a decision concerning you is based exclusively on automated processing. To date, Helpeur does not use fully automated decision-making.
2.9.2 Additional rights for California residents (CCPA/CPRA)
If you are a California resident, you also have the following rights:
Right to know: Know the categories and specific elements of personal information collected, sources, purposes and third parties with whom it is shared.
Right to deletion: Request deletion of your personal information.
Right to opt out of sale or sharing: We do not sell or share your personal information for advertising purposes. You may exercise this right via the dedicated button on our website.
Right to limit use: Limit the use of your sensitive personal information to purposes strictly necessary.
Right to non-discrimination: Not be discriminated against for exercising your rights.
2.9.3 Exercising your rights
To exercise your rights, contact us at administration@helpeur.ca or by mail at 1476, rue Louis-Francoeur, Québec (Québec) G1Y 1N6. We will acknowledge receipt within 10 days and respond within a maximum of 30 days. We may ask you to verify your identity before processing your request.
2.10 Cookies
Our website uses cookies and similar technologies.
2.10.1 Types of cookies used
Essential cookies: Necessary for website operation (authentication, security, session management, language preference). Cannot be disabled.
Analytics cookies (performance): Help us understand how you use our site via PostHog and Google Analytics. Require your consent.
Functional cookies (preferences): Allow us to remember your preferences (language, region). Require your consent.
Advertising cookies (marketing): Used to measure the effectiveness of our campaigns via Facebook Pixel. Require your consent.
2.10.2 Managing your preferences
On your first visit, a banner allows you to choose which cookie categories you accept. You can change your preferences at any time via the "Cookie Settings" link at the bottom of our site. Our site automatically detects and respects the Global Privacy Control (GPC) signal sent by your browser.
2.11 Information Security
We implement appropriate technical, administrative and physical security measures to protect your personal information: encryption of data in transit (TLS/SSL) and passwords (Argon2id), strict access controls, rate limiting on sensitive routes, comprehensive action logging, and secure storage of sensitive documents. In the event of a confidentiality incident presenting a risk of serious harm, we will notify the Commission d'accès à l'information du Québec (CAI) and the affected individuals in accordance with sections 3.5 to 3.8 of Act P-39.1. We maintain a confidentiality incident register kept for at least 5 years.
2.12 Commercial Communications (CASL)
In accordance with Canada's Anti-Spam Legislation (CASL), we only send commercial electronic messages to persons who have given their consent:
Express consent: You have checked a separate box accepting to receive our marketing communications. This consent is recorded with a timestamp.
Implied consent: You have used our services or completed a transaction within the past two (2) years. Implied consent expires at the end of this period.
Unsubscribe: Each commercial message contains an unsubscribe link. We will process your request within 10 business days.
2.13 "Do Not Sell My Personal Information" Notice
9515-8762 Québec inc. does not sell and has not sold in the past 12 months the personal information of its users to third parties. Our website offers a "Do Not Sell My Personal Information" button that automatically disables all non-essential cookies.
2.14 Automated Decision-Making and Artificial Intelligence
Our website uses Google Gemini, an artificial intelligence service, to provide service recommendations. This system does not make any decisions with legal or significant effects on you, does not receive any personal information and only processes generic questions about service types offered. No decisions regarding your account, payments or dispute resolution are made in a fully automated manner.
2.15 Policy Changes
We may modify this policy at any time. In the event of a substantial change, we will notify you by email or by a visible notice on our website at least 30 days before the changes take effect.
PART 3 – GENERAL TERMS OF USE
These general terms of use ("Terms") govern your access to and use of the website www.helpeur.ca, the Helpeur mobile applications and all related services (collectively, the "Services").
3.1 Acceptance of Terms
By accessing or using our Services, you confirm:
- Having read, understood and accepted these Terms
- Having read and accepted our Privacy Policy (Part 2)
- Being at least 18 years of age or of legal age in your jurisdiction
- Having the legal capacity to enter into a binding contract
- Residing in Canada or using the Services from Canada
If you do not accept these Terms, you must stop using our Services immediately.
3.2 Description of Services
Helpeur is a technology platform that connects individuals and businesses ("Clients") with qualified and independent professionals ("Helpeurs" or "Professionals") for home services: housekeeping, minor plumbing and electrical work, furniture assembly, painting, snow removal, landscaping and other residential and commercial services.
Helpeur acts solely as a technology intermediary facilitating the connection. Helpeur is not a party to the service contract between the Client and the Professional. Professionals are independent self-employed workers.
3.3 Registration and User Account
3.3.1 Account Creation
To use our Services, you must create an account. You agree to:
- Provide accurate, complete and up-to-date information
- Maintain the confidentiality of your login credentials
- Notify us immediately of any unauthorized use of your account
- Not create more than one account per person
- Not transfer or share your account with a third party
3.3.2 Professional Verification
Professionals wishing to offer their services through Helpeur must undergo a verification process:
- Identity verification (photo ID)
- Validation of relevant professional certifications
- Verification of required insurance
- Validation of NEQ number and/or RBQ license, where applicable
Professional registration is done exclusively through the website (helpeur.ca/devenir-prestataire). Each application is reviewed by our team before approval.
3.4 User Obligations
3.4.1 General Obligations
By using our Services, you agree to:
- Comply with applicable laws and regulations, including Quebec and Canadian laws
- Not use the Services for illegal, fraudulent or harmful purposes
- Not publish defamatory, offensive, discriminatory or harassing content
- Not attempt to circumvent security systems
- Not use robots, scrapers or other automated means
- Not interfere with the proper functioning of the platform
3.4.2 Client Obligations
- Provide clear and complete instructions for the requested work
- Ensure a safe working environment for the Professional
- Be present or accessible during the work, unless otherwise agreed
- Pay for services rendered according to the terms agreed upon via the platform
- Rate Professionals honestly and truthfully
3.4.3 Professional Obligations
- Maintain valid qualifications, certifications and insurance
- Perform services with professionalism and diligence
- Respect agreed schedules and notify in case of delay
- Comply with applicable tax laws (income declaration, taxes)
- Not solicit Clients outside the platform
- Provide photos after completing work as proof of completion
3.5 Payments and Pricing
Pricing: Service prices are displayed on the platform. Applicable taxes (GST and QST) are shown separately. Helpeur collects service fees (commission) included in the total price.
Payment terms: Payment is made exclusively through the platform via Stripe, divided into two installments: a deposit (50%) upon acceptance of the quote and a balance (50%) upon service completion.
Professional payments: Professionals receive their share via Stripe Connect after deduction of the platform commission. Any payment outside the platform constitutes a violation of these Terms.
Cancellation: Cancellation and refund conditions are detailed in Part 4 of this document.
Refund: See Part 4 – Refund and Cancellation Policy.
3.6 User Content and Limitation of Liability
3.6.1 Helpeur is a matching platform and is not responsible for the quality, safety or legality of services provided by Professionals.
3.6.2 To the extent permitted by law, Helpeur disclaims all liability for direct, indirect, incidental, special, consequential or punitive damages arising from the use of the Services.
3.6.3 Helpeur's total liability to you shall in no event exceed the amount you have paid to Helpeur during the twelve (12) months preceding the claim.
3.6.4 The above limitations do not apply to the extent they are prohibited by the Quebec Consumer Protection Act (CQLR, c. P-40.1). Nothing in these Terms limits the rights granted to you by that Act.
3.7 Indemnification
You agree to indemnify and hold harmless 9515-8762 Québec inc., its shareholders, directors, officers, employees and agents against any claim arising from your use of the Services, your breach of these Terms or the rights of a third party.
3.8 Intellectual Property
3.8.1 Helpeur's Rights: The website, application, their content and Helpeur trademarks are the exclusive property of 9515-8762 Québec inc., protected by the Copyright Act and the Trade-marks Act.
3.8.2 Limited License: We grant you a limited, non-exclusive, non-transferable and revocable license to use our Services in accordance with these Terms.
3.8.3 User Content: By posting content on the platform (reviews, photos, voice messages), you grant us a worldwide, non-exclusive, royalty-free license to use that content for operating the Services.
3.9 Suspension and Termination
3.9.1 By the user: You may close your account at any time through the app settings or by contacting us at administration@helpeur.ca.
3.9.2 By Helpeur: We reserve the right to suspend or terminate your account for breach of these Terms, fraudulent behavior, repeated complaints or any reason related to the security of the Services.
3.9.3 Effects: Termination does not affect rights and obligations arising before termination. Clauses relating to limitation of liability, indemnification and intellectual property survive termination.
3.10 Dispute Resolution
3.10.1 Amicable negotiation: In the event of a dispute, you agree to first attempt to resolve it amicably by contacting us at administration@helpeur.ca. We will respond within 15 business days.
3.10.2 Mediation: If the dispute cannot be resolved amicably within 30 days, the parties may agree to submit the dispute to mediation.
3.10.3 Jurisdiction: Any unresolved dispute shall be submitted to the exclusive jurisdiction of the courts of the Province of Quebec, judicial district of Québec. Consumers retain the right to avail themselves of the remedies provided by the Consumer Protection Act (CQLR, c. P-40.1).
3.11 Changes to Terms
We reserve the right to modify these Terms at any time. In the event of substantial changes, we will notify you at least 30 days before they take effect. Your continued use of the Services constitutes acceptance of the modified Terms.
3.12 Miscellaneous Provisions
Entire agreement: These Terms, together with the Privacy Policy and the Professional-specific conditions, constitute the entire agreement between you and 9515-8762 Québec inc.
Severability: If any provision is found to be invalid, the remaining provisions shall remain in full force and effect.
Waiver: Failure to exercise a right does not constitute a waiver of that right.
Assignment: You may not assign your rights without our prior written consent. 9515-8762 Québec inc. may assign these Terms in connection with a merger or acquisition.
Language: The French version shall prevail in the event of any discrepancy with any translation, in accordance with the Charter of the French Language (CQLR, c. C-11).
Force majeure: Helpeur shall not be held liable for any delay resulting from circumstances beyond its control.
PART 4 – REFUND AND CANCELLATION POLICY
4.1 Cancellation by the Client
Cancellation conditions depending on timing:
Before assignment: The Client may cancel their request at no charge as long as no Professional has been assigned.
More than 48 hours before service: Full refund of the deposit.
Between 24 and 48 hours before service: 50% refund of the deposit.
Less than 24 hours before service: No refund of the deposit, except in exceptional circumstances evaluated on a case-by-case basis.
After work has begun: The Client is required to pay the full amount corresponding to the work already performed.
4.2 Cancellation by the Professional
If a Professional cancels a service after acceptance, Helpeur will endeavor to find a replacement. If no replacement is available, the Client will receive a full refund. Repeated cancellations may result in account suspension or termination.
4.3 Service Quality Disputes
If the Client is not satisfied with the quality of service:
- Submit a complaint through the platform within 48 hours of service completion
- Provide evidence (photos, detailed description) in support of the complaint
- Helpeur will review the complaint and contact the parties within 10 business days
- Possible outcomes: work correction, partial or full refund, platform credit
Helpeur acts as a good faith intermediary. Its decisions do not deprive any party of their right to resort to the competent courts.
4.4 Refund Terms
Refunds are processed through Stripe, to the same payment method used for the original transaction. Processing time is generally 5 to 10 business days.
4.5 Right of Resolution (Consumer Protection Act)
In accordance with sections 54.4 and following of the Consumer Protection Act (CQLR, c. P-40.1), the consumer may cancel the contract within 7 days of receiving the document evidencing it if the merchant has not met its pre-contractual information obligations.
PART 5 – PROFESSIONAL-SPECIFIC CONDITIONS
5.1 Independent Status
The Professional acknowledges and accepts that they are an independent self-employed worker and not an employee of 9515-8762 Québec inc. They are solely responsible for their work methods, tools, tax obligations (income declaration, GST/QST, social contributions) and obtaining all necessary licenses and insurance.
5.2 Commission and Compensation
Helpeur charges a commission on each service performed through the platform. The rate may vary by service type. The Professional is informed of the applicable rate before accepting a mandate. Payments are made via Stripe Connect after deduction of the commission.
5.3 Specific Obligations
- Non-solicitation: Do not directly solicit Clients met through the platform, during registration and for 12 months after termination
- Insurance: Maintain valid liability insurance covering damages that may result from service performance
- Quality of service: Maintain a quality level consistent with industry standards. Insufficient ratings may result in account suspension
- Completion photos: Provide at least one photo after completing work as proof of completion
5.4 Suspension and Termination
A Professional's account may be suspended or terminated for: expiration of insurance or certifications, systematically negative ratings, repeated cancellations, soliciting Clients outside the platform, or failure to comply with safety standards.
PART 6 – CONTACT AND COMPLAINTS
6.1 Contact Information
For any questions regarding these legal notices, privacy policy or terms of use:
By email: administration@helpeur.ca
By phone: [Coming soon]
By mail: 9515-8762 Québec inc. (Helpeur), 1476, rue Louis-Francoeur, Québec (Québec) G1Y 1N6, Canada
6.2 Personal Information Requests
To exercise your rights of access, rectification, erasure, portability or to withdraw your consent:
Email: administration@helpeur.ca
We will acknowledge receipt within 10 days and respond within a maximum of 30 days. We may ask for proof of identity.
6.3 Complaints and Remedies
If you are not satisfied with our handling, you have the following remedies:
In Quebec: Commission d'accès à l'information du Québec (CAI) — www.cai.gouv.qc.ca | Office de la protection du consommateur (OPC) — www.opc.gouv.qc.ca
In Canada: Office of the Privacy Commissioner of Canada — www.priv.gc.ca
In California: California Privacy Protection Agency (CPPA) — cppa.ca.gov
PART 7 – ACCEPTANCE ATTESTATION
By using the website www.helpeur.ca or the Helpeur mobile application, creating an account or using our Services, you acknowledge that you have read, understood and accepted these Legal Notices, Privacy Policy, General Terms of Use, Refund and Cancellation Policy, and, where applicable, the Professional-specific Conditions, in their entirety.
If you are a Professional (Helpeur), you also acknowledge that you have read and accepted the conditions specific to Professionals (Part 5), including verification requirements, commission structure and resulting obligations. The French version of this document shall prevail in the event of any discrepancy with this translation.
Effective date: March 5, 2026