Policies and Agreements

DoorCrew collects information necessary to operate the platform, verify providers, process payments, and provide support. This includes account information, booking details, device data, and location when you use the service.

Verification documents submitted by providers (government ID, work authorization, background report consent, credentials) are stored securely and used only for verification and compliance purposes. They are not shared with customers.

We use Stripe to process payments. DoorCrew does not store payment card details on our servers.

We may share data with third-party service providers (such as background check partners or payment processors) where necessary to operate the platform. We do not sell your personal information.

You may request access to, correction of, or deletion of your personal data. Submit requests to support@doorcrew.ca with the subject line "Privacy Request".

We retain data as long as your account is active or as required for legal and compliance purposes. Provider verification documents may be retained for a defined period after account closure for regulatory reasons.

DoorCrew.ca operates under applicable Canadian privacy legislation including PIPEDA. By using the platform, you consent to the collection and use of information as described in this policy.

By using DoorCrew, you agree to these Terms of Service. These terms apply to all users, including customers and providers.

DoorCrew is a marketplace platform. We connect customers with independent service providers. DoorCrew is not the employer of providers, and providers are independent contractors responsible for their own work.

Customers are responsible for reviewing provider profiles, service details, and verification status before booking. DoorCrew verification reduces risk but does not guarantee outcomes.

Users must not misuse the platform, submit false information, circumvent payments, or harass other users. Violations may result in account suspension or removal.

DoorCrew reserves the right to modify, suspend, or terminate accounts or the platform at any time for violations of these terms or operational reasons.

Disputes between customers and providers are handled through the DoorCrew support system. Both parties agree to engage in good faith with the support process before seeking external remedies.

DoorCrew is not liable for damages beyond the value of the booking in dispute, to the extent permitted by applicable law.

These terms are governed by the laws of Canada. Any disputes shall be resolved under Canadian jurisdiction.

By completing provider onboarding and activating your account, you agree to the DoorCrew Provider Agreement.

You confirm that all information and documents submitted during onboarding are accurate and legitimate. Submitting false information is grounds for immediate removal.

You confirm you are legally eligible to work in Canada and to offer the services you have selected. For regulated service categories, you confirm you hold the applicable licences or certifications.

You agree to treat customers professionally and to arrive on time or communicate promptly if unavailable. Repeat no-shows or complaints can result in account suspension.

You acknowledge that DoorCrew charges a platform fee on completed bookings. This fee structure is presented during onboarding and may be updated with notice.

Payouts are processed after job completion. DoorCrew is not responsible for disputes arising from work performed outside the platform.

You may close your provider account at any time. Outstanding bookings must be completed or cancelled through the platform before account closure.

Customers may cancel a booking before a provider has been dispatched without penalty. Cancellations after dispatch may incur a partial fee depending on timing.

If a provider cancels, the customer will receive a full refund. Providers who cancel repeatedly without notice may be subject to account action.

No-shows by providers are reviewed by our support team. Verified no-shows result in a full refund to the customer.

If a service is not completed to a satisfactory standard, customers should open a support ticket within 48 hours of the scheduled booking end. Include documentation (photos, screenshots) to support the claim.

Refunds are reviewed on a case-by-case basis. DoorCrew aims to respond to refund requests within 2 business days. Approved refunds are processed to the original payment method.

Refunds are not issued for change-of-mind cancellations after a provider has been dispatched, or for disputes not reported within the 48-hour window.

As part of provider onboarding, DoorCrew requires all providers to consent to a background report review. This is a mandatory step and providers who do not consent cannot be approved.

Background reports may include criminal record history and other publicly available information relevant to safety. DoorCrew works with third-party background check providers to facilitate this review.

Results are reviewed by DoorCrew staff and used solely for determining platform eligibility. Background report results are not shared with customers.

Providers may request a copy of their own background report result by contacting support.

Work authorization documents (such as proof of eligibility to work in Canada) are reviewed manually by our team. Submitting fraudulent documents will result in immediate and permanent removal from the platform.

By completing the consent step during onboarding, you authorize DoorCrew and its designated third-party partner to conduct this review.

Customers and providers may request deletion of their DoorCrew account and associated personal data at any time.

To request data deletion, submit a request through the in-app support system or email support@doorcrew.ca with the subject line "Data Deletion Request".

We will process deletion requests within a reasonable timeframe. Some data may be retained where required by law, for fraud prevention, or to resolve outstanding disputes.

Verification documents submitted by providers are subject to a defined retention period after account closure as required for regulatory and compliance purposes, after which they are deleted.

Deleted accounts cannot be restored. If you wish to rejoin the platform after deletion, you will need to complete onboarding again from the beginning.

DoorCrew provides in-app support for all platform users. Support requests should be submitted through the app or via email at support@doorcrew.ca.

All support tickets related to a booking should be linked to that booking in the app. Include relevant evidence such as photos, screenshots, or documents.

We aim to respond to all support requests within 1 business day. Complex disputes may take up to 3 business days.

Both parties in a dispute (customer and provider) are given the opportunity to submit information. Decisions are made based on evidence, booking records, and platform history.

DoorCrew support decisions are final for platform-level actions (such as refund processing or account actions). They do not preclude either party from pursuing external remedies.

Abuse of the support system — including submitting false evidence or making bad faith claims — may result in account action.