Community Standards

Holler connects neighbours. Every interaction on the platform, between Clients, Taskers, and our team, must be grounded in respect, honesty, and professionalism.

Taskers must:

• Arrive on time or notify the Client promptly if delayed;
• Complete all work to a professional standard;
• Maintain a clean, appropriate appearance;
• Treat the Client's property with care;
• Respond to messages within a reasonable time;
• Not bring uninvited guests or assistants (see Teams Policy in Terms of Service).

Clients must:

• Be present or make access arrangements in advance (see Section 5);
• Provide clear instructions and adequate scope of work;
• Disclose anything at the property that affects the work or the Tasker's safety (see Section 4);
• Treat Taskers with respect;
• Pay for completed tasks promptly through the platform.

Authority to book. By booking, you confirm that you own the property or have permission from whoever does to have this work done there. If you rent, check with your landlord before booking anything that changes the property.

Before the task.Tell us about anything at the property that affects the work or the Tasker's safety. Put it in the booking notes or the in-app chat thread so it is written down. That includes dogs and other animals, firearms or other weapons in the home, known hazards such as mould, asbestos, sewage, pests or unsafe stairs, anything that limits access, and any part of the job that involves working at height.

On the day. Animals secured. Firearms and other weapons locked away. Nobody at the property intoxicated or impaired. No smoking in a room a Tasker is working in. Children supervised by someone other than the Tasker.

When a Tasker can refuse or stop a job. A Tasker may decline to start, or stop and leave, with no penalty to them and without it counting as a Tasker cancellation, where:

• A firearm or other weapon is out, loaded, or otherwise unsecured;
• Someone at the property is intoxicated, impaired, hostile, or threatening;
• An animal is loose and the Tasker is not comfortable working around it;
• There is no safe way in, or no safe place to work;
• There is mould, asbestos, sewage, pests, or another biohazard that was not disclosed at booking;
• The work turns out to involve a roof, or working at a height a step ladder does not safely reach;
• The work turns out to need a regulated trade, meaning electrical, gas, plumbing, roofing, or structural work. Holler does not offer that work at all. See the Skills, Tools & Scope Policy.

What the Tasker does. Leave. A Tasker does not have to argue about it on the doorstep, and does not have to prove anything before going. Write what happened in the booking chat, then email support@hollerservices.com the same day with the booking reference. If anyone is in danger, call 911 first and tell us afterwards.

Who pays. Where the Tasker left because of something the Client should have disclosed before the booking, it is treated as a Client cancellation inside 24 hours. The fee is 1 hour at the Tasker's listed hourly rate, with no Holler service fees added, and the Tasker is compensated out of that fee under Section 8 of the Cancellation Policy. Where the reason was not the Client's to disclose, the booking is cancelled at no charge to anyone, so there is no fee to pass on. Section 8 of the Cancellation Policy says what support can do in that case.

A lot of work happens when nobody is home, cleaning most of all. Arranging access properly protects both of you.

Clients:

• Arrange access in the booking chat before the day, and say there how the Tasker gets in and how they lock up;
• Do not hand over a key, an entry code, or an alarm code any other way. Keep it in the chat thread so there is a record of what was agreed;
• If there is an alarm, give the code and say what to do if it goes off;
• Change a shared entry code after the task where you can;
• Do not give a Tasker a key to keep between bookings. A key handed over on the day is handed back, or left in the agreed place, at the end of that same task;
• Put away anything valuable or private before an unattended task.

Taskers:

• Use the access method agreed in the chat, and no other;
• Do not pass a key or a code to anyone, including an approved assistant, unless the Client agrees to it in the chat first;
• Do not let anyone else in, and do not stay after the work is done;
• Lock up exactly as agreed, and post a message in the booking chat when you leave confirming you have done so;
• If something is already wrong when you arrive, an open door, a broken window, a damaged lock, do not go in. Photograph it, message the Client, and email support.

That closing message matters. A Tasker working alone in an empty house is the only person there, which makes them the only suspect if something is later found missing. A written access arrangement and a written sign-off are what protect them.

If access cannot be made to work on the day and the Tasker cannot reach the Client, it is treated as a Client no-show under Section 4 of the Cancellation Policy.

Protected grounds. The law that applies here is the BC Human Rights Code. The grounds it protects are: race, colour, ancestry, place of origin, Indigenous identity, religion, political belief, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, age, and a criminal or summary conviction unrelated to the work. Holler applies every one of them to everyone on the platform, Clients and Taskers alike.

Reasonable accommodation for a disability is expected, and providing it is not discrimination. Holler runs a Canada-wide criminal record check on every Tasker as part of vetting, on the same basis for every applicant. That is a separate thing, and it does not entitle anyone on the platform to treat a Tasker differently over a conviction unrelated to the work.

Prohibited discrimination:

• Refusing to provide or accept services on a protected ground;
• Posting tasks, instructions, or descriptions that discourage participation on a protected ground;
• Imposing different working conditions on a protected ground (reasonable disability accommodations are expected and required);
• Refusing accessible communication methods for users with disabilities.

Prohibited harassment:

• Racial slurs, epithets, offensive jokes, or content targeting a protected ground;
• Unwanted physical contact, threats, intimidation, or obstruction;
• Unwelcome sexual advances, suggestive comments, or stalking behaviour;
• Sharing offensive images or making derogatory statements about any user.

Consequences: discrimination or harassment on a protected ground is in the immediate removal class in Section 9.

You agree NOT to:

• Create fake, duplicate, or multiple accounts;
• Re-register after deactivation under any identity;
• Use bots, spiders, scrapers, or automated tools to access the platform;
• Use IP-masking or anonymizing tools (including TOR);
• Submit or input Holler platform data, user data, or proprietary information into any AI system or tool;
• Post tasks requiring: purchase of gift cards or money orders; purchases beyond the limits set in the Expense Policy ($100 CAD per task, or $150 CAD for junk removal disposal fees); ridesharing or peer-to-peer vehicle transportation; reviews on third-party sites; any illegal activity;
• Conduct surveys, contests, pyramid schemes, or chain letters;
• Impersonate any other user;
• Advertise non-task goods or services;
• Frame, hack, or interfere with the platform.

Report any violation to support@hollerservices.com. Include screenshots or booking reference numbers where available. Holler investigates all reports and will notify you of outcomes where appropriate.

There are two tracks, and which one applies depends on what happened.

Ordinary breaches. We tell you what we found and what we are doing about it: a warning, a limit on the account, temporary suspension, or permanent deactivation, depending on how serious it is and whether it has happened before.

Immediate removal. Some conduct closes an account the same day, with no warning and no notice period:

• Violence, or the threat of it;
• Sexual assault, sexual harassment, or a sexual advance toward anyone on a booking;
• Theft, or taking anything from a property without permission;
• Being impaired by alcohol or drugs during a booking;
• Bringing anyone to a booking who was not approved in the booking chat beforehand;
• Bringing a weapon to a booking;
• Discrimination or harassment on a protected ground (Section 6).

We tell you on the day it happens, and why.

Appeals. Both tracks get the same appeal. Email support@hollerservices.com within 14 days of written notice, and we will answer within 14 days of receiving it. On the immediate removal track the appeal runs after the account is closed rather than before.

Holler's decision is final for platform purposes. That means it settles what happens on Holler: who can book, who can work, and what we do about a booking. Holler is not a court, and our decision takes away no legal right you have. You can still bring a claim to the Civil Resolution Tribunal or to the courts of British Columbia, and nothing here limits any right or remedy you have under the Business Practices and Consumer Protection Act. See Section 17 of the Terms of Service.