Frequently asked questions

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Booking and quotes

How do I book a service?

Choose a service, enter your address, and answer a few questions about your property. You'll see a price or next steps right away, and you can book and pay online. No phone call or account is needed.

Do I need to create an account?

No. After you book, we email you a secure link to your order where you can check status, read messages, and review the completed work.

What areas do you serve?

Our primary service area is Greater Sudbury, Ontario. We accept bookings from addresses in Ontario; if your address is outside our primary service area, we'll tell you before you pay, and availability and timing aren't guaranteed. We don't currently accept addresses outside Ontario. See our service area for the communities we cover.

Why do some quotes show a price range instead of a final price?

Some jobs depend on details we need to confirm first. For a price range, we place a pre-authorization hold for the maximum amount on your card, confirm the final price, and then send you a link to pay. A hold is not a charge.

What if the service I need isn't listed?

Submit a custom service request: describe the job and we'll confirm scope, availability, and pricing. Where enabled, we place a card authorization while we review your request — you aren't charged until you accept the final price.

Pricing and payment

How do I pay?

Payments are processed securely by Stripe. Where offered, eligible final balances can also be paid by Interac e-Transfer. Prices are in Canadian dollars, and HST is added at checkout as required by law.

Will I be charged automatically if my final price is within the range?

No. Nothing is charged automatically. We email you the confirmed final amount, and you choose how to pay: charge the card already on hold (the unused part of the hold is released), use a different card, or pay by e-Transfer where offered.

What if the final price is higher than my authorization?

You must approve the higher amount before we charge it. If you decline, we release the authorization and cancel the order unless we agree on another option.

How long does a pre-authorization hold last?

Uncaptured holds may be released automatically after 7 days, or earlier if your card issuer drops the hold. If pricing isn't confirmed in time, we may ask you to authorize again.

Scheduling

When will the work be done?

After you book, we assign a contractor and email you the expected timing when it's available. You can follow progress and messages through your order link.

Do you guarantee a specific date or time?

We don't guarantee a specific date, time, or arrival window unless we confirm it in writing for your order. Timing can depend on weather, safety, contractor availability, and demand, and we keep you updated if plans change.

Do I need to be home?

It depends on the service — we'll let you know if we need you there. Either way, the contractor needs safe access to the work area: please unlock gates or leave access instructions, secure pets, move vehicles or obstacles when asked, and let us know about hidden hazards.

Contractors and quality

Who does the work?

Independent contractors from our network perform the work under our standards. You buy from Maple Steel Properties, and we stay responsible for the service you purchased.

Are your contractors insured?

Contractors in our network sign our independent contractor agreement, which requires them to carry commercial general liability insurance and WSIB coverage (or an exemption we accept).

How do I know the job was done?

Contractors submit proof of completion — typically photos — and we notify you when service is complete.

Problems, cancellations, and refunds

What if I'm not happy with the work?

After we notify you that service is complete, you have 72 hours to review the work or report a problem through the link in your email. We investigate, and where appropriate the contractor gets a chance to correct legitimate issues. This review period doesn't limit your rights under Ontario consumer protection law.

Can I cancel my order?

Yes. Contact us as soon as possible with your order reference. Releasing a pre-authorization before we capture payment is free. If payment has already been captured and you cancel, we keep a cancellation fee of 3% of the amount paid plus 10 CAD, and refund the rest. No fee applies when we cancel. See our Cancellation & Refunds policy for details.

How long do refunds take?

Approved refunds go back to the original payment method when possible. Card refunds typically appear within 5–10 business days after we submit them.