Support

Do you offer one-time cleanings?

Briance is primarily built for recurring service at Every week, Every 2 weeks, or Every 4 weeks.

We evaluate requests case by case and prioritize long-term membership fit over one-time transactional bookings.

Is service acceptance automatic after I submit a request?

Not always. We review each request based on factors such as home condition, location, cadence, operational fit, and availability.

Being in our geographic area does not guarantee acceptance.

Why does recurring matter so much?

Recurring service allows your assigned Home Manager to learn your home and priorities over time, which improves consistency and overall outcomes.

This model also supports more stable scheduling and continuity versus isolated one-off visits.

How do I book my first visit?

You can request service through the booking flow on briance.ca. Share your home details, preferred cadence, and contact information, and we will confirm availability.

Acceptance is case-by-case (not automatic), based on location, cadence, home condition, and operational fit.

What information should I include when booking?

Include: full service address, cadence preference (Every week / Every 2 weeks / Every 4 weeks), best contact number, and complete access details (buzzer, unit, parking, entry code, concierge notes).

If key access details are missing, day-of service can be delayed, shortened, or treated as a late cancellation when access cannot be obtained.

Can I change my date or time after booking?

Yes. Send the request through official channels and include your full name, service address, and preferred new windows.

If your request is at least 48 hours before the scheduled visit, there is normally no fee. Inside 48 hours, a 50% late-change/cancellation fee applies.

What service cadences do you offer?

Our standard recurring options are Every week, Every 2 weeks, and Every 4 weeks.

What does “monthly” mean in your system?

In Briance terms, monthly means Every 4 weeks (not the same date each calendar month).

Is there a cancellation fee?

You can cancel or reschedule at no cost when you provide at least 48 hours notice before your visit.

Changes made within 48 hours are subject to a fee equal to 50% of the visit price.

If I cancel one visit, is my subscription canceled too?

No. Canceling a single visit does not end your recurring subscription.

To stop recurring service entirely, tell support explicitly that you want to cancel the subscription.

How do I cancel my recurring plan?

Please contact support explicitly to cancel your recurring plan. Canceling one visit does not automatically cancel future recurring visits.

No-response is not cancellation. Cancellation must be explicitly sent through official channels.

What if I become unreachable on visit day?

If access fails and we cannot reach you promptly, the visit may be canceled and charged as a late cancellation when the issue is customer-controlled.

Typical triggers: incorrect buzzer/code, missing access device, no response to urgent day-of access calls/messages.

When am I charged?

Charges are generally processed after a visit is marked completed.

In some cases, processing can occur later the same day or within the following days due to operational or processor timing.

If a late cancellation fee applies, that fee is charged at the time of cancellation.

What payment methods do you accept?

A valid credit card on file is required.

Payments are handled through Briance-authorized platforms (including Zenbooker, Stripe, and Authorize.net).

Do you accept cash, e-transfer, or payment directly to Home Managers?

No. Briance does not accept cash, cheques, or off-platform payment methods for service charges.

Independent Home Managers are not permitted to take direct off-platform payment for Briance visits.

What if I think a charge is incorrect?

Contact Briance support first through official channels so we can investigate.

Include: visit date, charged amount, last 4 digits of card (if possible), and the exact reason you believe it is incorrect.

We aim to acknowledge quickly and provide an initial response within ~7 business days where possible.

What happens if my card payment fails?

Step 1: invoice becomes due immediately when payment fails.

Step 2: if still unpaid 48 hours before your next scheduled visit, service can be paused.

Step 3: if still unresolved 48 hours before the following visit, recurring service may be canceled until balance is settled.

Are tips included?

Tips are optional. If tipped through Briance systems, 100% of the tip goes to the assigned Home Manager.

How should I prepare before a visit?

A quick declutter helps maximize cleaning time. If there are specific priorities, send them to support before your visit.

Can I provide entry instructions or an access device?

Yes. Provide building/entry details, parking notes, and access instructions in your profile or via official channels.

Keep these details current before each visit to avoid access issues and late-cancellation outcomes.

Can I leave a key or fob with Briance?

Yes. Briance can manage keys/access devices for service delivery and uses operational controls to reduce risk.

If you provide an access device, keep your profile instructions updated and notify us immediately if building access rules change.

Do I need to be home during service?

Not necessarily. Many customers provide secure access instructions in advance.

If you are not home, ensure contact availability for urgent access clarifications on visit day.

Can I request focus areas for a visit?

Yes. We can relay your priorities to the assigned professional in advance through official channels.

What if I am not satisfied with a visit?

Report concerns within 48 hours and include photos plus specific details of what was missed or unsatisfactory.

Include exact rooms/tasks impacted (for example, kitchen counters, bathroom mirrors, floors) so we can assess quickly.

Depending on findings, remedies may include a correction visit and/or service credit/refund under policy.

Can I request the same professional?

Yes, and we prioritize continuity whenever possible, but same-Home-Manager assignment is not guaranteed due to illness, time-off, or routing constraints.

Are arrival times guaranteed?

Arrival times/windows are estimates and can shift due to traffic, access delays, weather, route changes, or operational constraints.

If timing changes, we make reasonable efforts to communicate updates.

Do you bring supplies?

Yes, standard supplies and equipment are typically provided unless otherwise discussed.

If you have allergies or product preferences, tell support in advance so we can note constraints.

What should I know about microfiber cloths and pads?

When Briance reusable microfiber cloths or mop pads are used, customers should wash them between visits.

Can I ask for add-on tasks?

You can request additional tasks. Depending on time available, this may reduce coverage of other checklist items in the same visit.

Are there tasks you do not perform?

Yes. We may decline high-risk or out-of-scope tasks (for example hazardous environments, risky exterior work, or specialized-care scenarios outside standard residential cleaning scope).

If an unsafe condition is identified, the visit can be paused or ended immediately for safety.

What is the reporting window for issues?

Report quality, damage, or missing-item concerns within 48 hours of the visit through official channels.

To speed review, include: visit date, item/area affected, what happened, when discovered, and clear photos.

Reports outside this window may be limited or denied under policy.

How are service-quality concerns handled?

Depending on context, Briance may offer a correction visit and/or an appropriate service credit or refund.

Resolutions are assessed case by case and must follow policy windows and evidence requirements.

What about damage or missing-item claims?

Claims must be submitted with enough detail to review (item/area, visit date, what happened, and supporting photos).

Briance may request additional documentation, proof of value, repair history, or inspection access before deciding outcome.

Please avoid repairing/replacing/discarding the affected item before review unless immediate safety action is required, as this can limit investigation.

Do you guarantee new-for-old replacement?

No. Where Briance determines responsibility, resolution may include re-cleaning, repair, limited replacement, or reimbursement based on policy and fair-value principles.

Why do official channels matter?

They create a single reliable record for scheduling, quality, billing, and dispute handling.

Messages sent outside official channels (for example directly to a Home Manager's personal contact) may not count as formal notice.

Are calls or support messages recorded/logged?

Briance may log support communications and may record calls where applicable for quality, safety, and dispute-resolution purposes, with reasonable notice practices.

If you prefer not to use recorded channels, contact us via email or SMS through official support.

Can I ask for service in French or English?

Yes. Briance operates in French and English, and we will do our best to accommodate communication preferences where possible.

Do you sell my personal information?

No. Briance does not sell personal information. Data is used to operate services, support customers, and meet legal/operational obligations under our policy.

Why should I use official channels?

Official channels help us track requests accurately, coordinate quickly, and provide consistent support.