Terms of Service
Version 4.0 — Last updated: August 11, 2026
Applies to: tellmona.com, the Mona concierge service, Mona’s services on supported messaging platforms, the client portal when available, and related services.
Contact: admin@tellmona.com
1. Who you are contracting with
Mona is a concierge service operated by Mathieu Raymond, a sole proprietor registered in Québec under Québec enterprise number (NEQ) 2282433699.
Business address: 410 Rue St-Nicolas, Montréal, Québec, Canada H2Y 2P5
Email: admin@tellmona.com
In these Terms, “Mona,” “we,” “us,” and “our” mean Mathieu Raymond in his capacity as operator of the Mona service. “You” means the individual or organization using the service. “Mona” is the brand under which the service is offered.
2. Language
These Terms and all related documents are available in French and in English.
If you contract in English, you confirm that the French version was made available to you and that it is your express wish that these Terms and all related documents be drawn up in English.
3. Your agreement and which documents apply
By submitting a request, purchasing a plan, or otherwise using Mona, you agree to these Terms and the Privacy Policy.
Your agreement is made up of the following documents, in this order of precedence:
a separately signed agreement between you and Mona, if any;
the order form or checkout page you accepted, including the price, plan, and guarantee terms shown there;
the Service Capacity Schedule for your plan, in the version identified at the time of your purchase;
these Terms; and
the Privacy Policy, for matters concerning personal information.
Where two documents address the same subject, the higher-ranked document controls.
Mandatory rights under applicable consumer protection law always prevail over any provision of these Terms.
4. Before you buy
Before a paid order is completed, we will disclose: the service and plan selected; the price, currency, taxes, and any additional charges that may apply; the billing frequency and how renewal works; when service begins; the capacity that applies to your plan; the cancellation, refund, and guarantee conditions; and how to contact us.
You will be able to review and correct your order before confirming it. We will send you a written confirmation you can keep and print, together with the version of the Service Capacity Schedule that applies to your purchase.
5. Eligibility and authority
You must be at least 18 years old and legally capable of entering into a contract.
If you use Mona for an organization or for another person, you confirm that you have authority to give the instructions, information, approvals, and access a request requires.
6. Authorized users
You may ask Mona to accept instructions from other people, such as a partner, family member, colleague, or assistant. Tell us in writing who they are and what they may authorize.
Instructions from a person you have authorized are treated as your instructions, including approvals that create a cost or commitment. You remain responsible for what they ask for and approve, and for telling us promptly when their authority ends.
Mona may ask you to confirm an instruction directly where the request is unusual, high-value, or inconsistent with what we know of your preferences.
7. What Mona does, and what Mona is not
Mona coordinates and executes requests such as research, scheduling, travel arrangements, bookings, purchases, personal and business administration, follow-ups, and project coordination.
Mona is led by people and supported by artificial intelligence, automations, internal systems, and specialists.
Mona is a support and coordination service. Unless expressly agreed in writing, Mona does not become your employee, fiduciary, legal agent, or a representative with general authority to bind you.
Mona is not a law firm, medical provider, financial adviser, accountant, therapist, tax adviser, insurance adviser, or any other regulated professional, and does not give regulated professional advice. Where useful, Mona may help you identify or coordinate with a qualified professional, who remains independently responsible for their own advice and services.
Do not use Mona for emergencies, immediate threats to health or safety, mental-health crises, law-enforcement emergencies, or any situation requiring immediate professional intervention. Contact the appropriate emergency service directly.
8. Specialists and other third parties
Two different arrangements can apply to a request, and we will tell you which one applies before you approve it.
Specialists engaged by Mona. Where Mona engages a specialist to perform part of a request on Mona’s behalf, that person acts as Mona’s subcontractor. Mona remains responsible to you for that work on the same basis as for work performed by Mona’s own personnel, and that person is bound by the confidentiality obligations in section 15.
Providers you contract with. Where Mona introduces, books, or coordinates with an independent provider — an airline, hotel, restaurant, venue, contractor, professional, delivery service, or platform — the underlying transaction is between you and that provider. Their terms, prices, availability, safety standards, refund rules, and cancellation charges apply to it.
For providers you contract with, Mona is not responsible for their acts, omissions, delays, cancellations, quality, safety, insolvency, price changes, inaccurate information, or failure to perform, except to the extent Mona is independently responsible under applicable law. Mona will assist with a cancellation, refund, dispute, or correction, but cannot guarantee how the provider responds.
9. Commissions and referral fees
Mona may receive a commission, referral fee, listing fee, or other benefit from a provider.
Where such an arrangement could reasonably affect a recommendation we make to you, or creates a material conflict of interest, we will disclose it before you approve the relevant transaction. You remain free to choose another provider.
Mona does not rank recommendations by what a provider pays.
10. Making requests
You may submit requests through the channels Mona supports. You are responsible for giving accurate, complete, and timely instructions, and for reviewing important details before approving an action.
Mona may clarify a request, propose alternatives, ask for more information, set conditions, or decline all or part of a request.
Tell us promptly about errors, changed circumstances, or authority you have withdrawn.
11. Approvals
Mona may require your express approval before taking an action that creates a cost, commitment, reservation, appointment, cancellation, disclosure, or other material consequence.
Once you approve an action, Mona may reasonably rely on that approval. If a price or other material term changes before the action is completed, we will seek a new approval where reasonably practical.
Mona will not knowingly use your payment method or commit you to a third party without the authority or approval the request requires.
12. Travel
You are responsible for confirming names, dates, passport validity, visas, entry requirements, health requirements, insurance, and other official travel conditions. Government and provider rules can change without notice.
Mona may research and summarize travel information, but does not guarantee admission, boarding, visa issuance, availability, or the accuracy of third-party or government information.
13. Credentials and account access
Do not send master passwords, full payment-card numbers, banking passwords, authentication codes, or recovery codes through ordinary chat.
Where possible, use delegated access, OAuth, shared or subaccounts, temporary permissions, secure payment links, or other limited-access methods. You are responsible for having the authority to grant access, and for revoking access when it is no longer needed.
Mona may refuse access that is excessive, unsafe, inappropriate, or unrelated to the request.
14. Requests Mona will not carry out
You must not use Mona to:
break the law or violate another person’s rights;
deceive, defraud, exploit, harass, stalk, surveil, or impersonate someone;
obtain unauthorized access to accounts, systems, places, or information;
purchase or facilitate illegal or restricted goods or services;
create sexual exploitation or other abusive content;
cause physical, financial, reputational, or security harm;
evade sanctions, identity checks, platform rules, or legal restrictions;
interfere with Mona’s website, systems, personnel, or providers; or
resell or commercially exploit Mona without written permission.
Mona may refuse, pause, limit, or stop any request that creates legal, safety, security, privacy, reputational, or operational risk.
15. Confidentiality
Mona treats your information as confidential.
Mona will not disclose your information, the content of your requests, your identity as a customer, or the details of your personal or business affairs to anyone other than: Mona’s personnel and specialists who need it to carry out your requests; providers, only to the extent a request requires; service providers bound by confidentiality obligations; and where disclosure is required by law or necessary to protect someone’s safety.
Mona’s personnel and specialists are bound by written confidentiality obligations before they are given access to customer information.
This obligation continues after your agreement ends.
Section 25 of the Privacy Policy describes how personal information specifically is handled.
16. Publicity
Mona will not name you, quote you, or identify you as a customer in any public material without your prior written consent. Consent given for one use is not consent for another, and you may withdraw it for future use at any time.
17. Not hiring Mona’s people
Mona is not a staffing service and does not place people with you.
When you send a request, Mona assigns whoever is right for that work. Over time your requests will be handled by different people, drawing on different skills, and supported by Mona’s systems, its records of your preferences, and its network of specialists. That is the service you are buying: one point of contact, many hands behind it, and no one for you to recruit, train, cover, or replace.
Because of this, Mona’s people work for Mona and not for you. While your agreement is in force, and for twelve months afterwards, you will not directly or indirectly solicit, hire, or engage any person who has performed work on your requests, except through Mona or with Mona’s written consent. This does not prevent you from hiring someone who responds to a general public job advertisement not directed at Mona’s personnel.
If this happens, Mona may end your agreement. Mona does not charge a placement or buyout fee.
18. Your plan, its capacity, and timing
Plans differ in coverage hours, concurrency, response and completion commitments, project handling, included services, specialist access, and other capacity terms.
The Service Capacity Schedule sets out the capacity of your plan and forms part of your agreement. You will receive the applicable version before you purchase, and the version you received is the version that applies to you for as long as your plan continues, subject to section 24.
The timing commitments in the Service Capacity Schedule are commitments, not estimates. They apply to the part of the work Mona controls. Where a request depends on a third party’s response, the clock for that request pauses while Mona is waiting, as the Schedule explains.
Descriptions of plans on the website are summaries. Where a website description and the Service Capacity Schedule differ, the Schedule applies.
19. Prices, taxes, and additional charges
You agree to pay the price, currency, billing frequency, and taxes disclosed before your purchase.
All prices are stated in United States dollars (USD).
No charge will be claimed from you unless its amount is stated in your agreement or accepted by you in writing beforehand. The price of your plan is set out at checkout.
Add-ons are not sold from a price list. Where you ask for work beyond what your plan carries, Mona sends you a written quote stating what is included and what it costs. The work is carried out and billed only after you accept that quote in writing. Your written acceptance of a quote forms a separate agreement for that work, at the amount stated in it. If you do not accept, nothing is carried out and nothing is billed.
Third-party costs are separate. You are responsible for the price of purchases, bookings, provider fees, and specialist fees that you have approved, on the terms disclosed to you at the time of approval.
20. Recurring billing and renewal
If you select recurring billing, you authorize the payment processor to charge your payment method at the disclosed interval until you cancel.
Monthly plans run for one month and renew monthly until cancelled.
Annual plans run for the disclosed twelve-month term. At the end of that term, an annual plan continues for an indeterminate term rather than renewing for another fixed term, and you may cancel at any time. Between the 90th and the 60th day before the end of the initial annual term, we will send you a written notice telling you when the term ends.
You are responsible for keeping your billing information current. Mona may suspend paid service after a failed payment, subject to applicable law and any required notice.
21. Cancelling
You may cancel through the billing portal, when available, or by emailing admin@tellmona.com.
You may end your agreement at any time. Nothing in these Terms limits or excludes your right to unilaterally resiliate a service contract, or the rules that determine what is owed when you do.
Unless your checkout terms or mandatory law provide otherwise:
cancellation stops the next charge, and service continues through the period you have already paid for;
purchases, provider charges, and specialist fees you have approved remain payable; and
where you end your agreement partway through a paid period, what remains payable is determined under applicable law by reference to the value of the service already provided and the expenses already incurred.
Nothing in this section limits a cancellation, refund, chargeback, or other right granted to you by mandatory consumer protection law.
22. If something goes wrong, and your first week
Mona does not offer a money-back guarantee, and no guarantee of that kind is advertised on the website, at checkout, or in any message. If you are told otherwise anywhere, this section applies.
What Mona offers instead is this: if a request is not delivered as agreed, tell Mona and Mona will work with you on a resolution. Raise it in your chat and Mona will respond within your coverage hours.
Nothing in this section limits the legal warranties that apply to services under the law where you live. Those warranties apply regardless of anything written here, and nothing in these Terms excludes or reduces them.
Your first week. A first week with Mona is available for a one-time charge of US$150. That amount is credited in full against your first plan purchase. It is not refundable. Your first week is not a plan, is not a limited version of the service, and does not renew. It is how you find out whether Mona fits before committing to a plan.
23. Suspension and termination by Mona
Mona may suspend or terminate service for non-payment, material breach, abusive conduct, unlawful use, security concerns, or material operational risk. Where reasonably possible, Mona will give you notice and an opportunity to correct the issue.
For a consumer on an agreement of indeterminate term who is not in default, Mona will give at least 60 days’ written notice before terminating.
Provisions that by their nature should survive termination remain in effect, including payment obligations, confidentiality, the non-solicitation obligation, intellectual-property provisions, disclaimers, and limitations of liability.
24. Changes to these Terms and to your Service Capacity Schedule
Mona may change the following elements of your agreement: these Terms; the Service Capacity Schedule, including capacity limits, coverage hours, and timing commitments; the price of your plan; and the price of add-ons.
Where Mona makes such a change, we will send you a written notice at least 30 days before the change takes effect. That notice will contain only the new or amended provision, the previous version of it, the date the change takes effect, and a statement of the rights described below.
If the change increases your obligations or reduces ours, you may refuse it and end your agreement without any fee, penalty, or cancellation charge, by sending us notice no later than 30 days after the change takes effect.
Changes will not reduce your rights retroactively for a period you have already paid for.
Mona may also improve, replace, limit, or discontinue features of the service. Where a feature change materially reduces what your plan provides, it is treated as a change under this section.
25. Promotional offers
A waitlist offer, trial, credit, discount, referral reward, or other promotion is governed by the conditions disclosed with that offer, including any limits on scope, duration, availability, complexity, and number per customer.
Mona may decline a promotional request that is unsafe, unlawful, unclear, abusive, outside the offer’s scope, or unreasonable for the offer. This does not limit your mandatory rights.
27. Client portal
Where Mona provides a client portal, access is personal to you and the users you authorize. You are responsible for keeping credentials confidential, for activity under your account, and for telling Mona promptly if you suspect unauthorized access.
The portal is a working view of your service. It is not a backup, archive, or storage service, and you should keep your own copies of anything you need to retain.
28. Intellectual property
Mona and its licensors retain their rights in the Mona brand, website, content, designs, software, workflows, systems, templates, and service materials.
Subject to these Terms, you may use deliverables created specifically for you for your personal or internal business purposes. Third-party materials remain subject to their own licences and restrictions.
You may not copy, resell, reverse engineer, misuse, or interfere with Mona’s service, systems, or materials, except where the law expressly permits it.
41. Contact
Mathieu Raymond
Operator of the Mona service
NEQ 2282433699
410 Rue St-Nicolas
Montréal, Québec, Canada H2Y 2P5
admin@tellmona.com
40. General
If a provision is invalid or unenforceable, it will be limited or removed only to the minimum extent necessary, and the remaining provisions continue.
Failure to enforce a provision is not a waiver. You may not transfer your agreement without Mona’s written consent. Mona may transfer the agreement as part of a lawful reorganization or transfer of the business, subject to applicable privacy and consumer laws.
Neither party is liable for a delay caused by an event outside its reasonable control, including natural disaster, war, civil unrest, epidemic, labour disruption, government action, or failure of a telecommunications or infrastructure provider. This does not excuse obligations that applicable law says must still be performed, and does not extend a payment obligation already due.
These Terms, with the documents listed in section 3, are the entire agreement between you and Mona on their subject matter.
39. Governing law and disputes
These Terms are governed by the laws of Québec and the federal laws of Canada applicable in Québec, without regard to conflict-of-law rules.
Before starting proceedings, we ask that you contact us at admin@tellmona.com so we can try to resolve the matter directly. This does not delay or limit any right or deadline available to you.
Subject to mandatory law, disputes will be brought before the courts of Québec, judicial district of Montréal. If you are a consumer, nothing in these Terms removes any protection, remedy, or forum available to you under mandatory law, including your right to bring proceedings where you are domiciled.
38. Customers outside Québec
Mona serves customers internationally. Where the mandatory law of your own country or state gives you rights that these Terms do not provide, those rights apply to you and nothing here removes them.
Where Mona is not currently available. Mona does not currently accept customers who reside in the European Economic Area or the United Kingdom. Mona will accept customers in those regions once the data-protection arrangements required there are in place.
Your residence. You agree that the country of residence you give at checkout is accurate, and that you will tell Mona if it changes. Mona relies on that information to determine which consumer-protection and data-protection rules apply to your agreement.
37. Notices
Notices to you will be sent to the email address on your account, and where a notice concerns a change under section 24 or a renewal under section 20, by email and, where you use a messaging channel with Mona, in that channel as well. A notice sent by email is treated as received on the day it is sent, unless it is returned undelivered.
Notices to Mona must be sent to admin@tellmona.com or to the business address in section 1.
Keep your contact details current. Mona is not responsible for a notice you do not receive because your details were out of date.
36. Business-user indemnity
If you use Mona for business purposes, you agree to indemnify Mona against third-party claims, losses, and reasonable costs arising directly from your unlawful use of the service, your material breach of these Terms, content you had no right to provide, or instructions that violate a third party’s rights.
This section does not apply to a consumer to the extent prohibited by law, and does not cover losses caused by Mona’s own fault.
35. Limitation of liability
To the extent permitted by law, Mona is not liable for indirect, incidental, special, exemplary, punitive, or consequential damages, including lost profits, lost opportunities, reputational harm, or losses caused by a provider you contracted with.
To the extent permitted by law, Mona’s aggregate liability arising from an event is limited to the fees you paid directly to Mona in the twelve months preceding that event.
These limitations do not apply to liability that cannot lawfully be excluded or limited, including liability resulting from intentional or gross fault, from bodily or moral injury, or under mandatory consumer protection law.
34. Disclaimers
To the extent permitted by law, the service is provided on an “as available” basis. Mona does not guarantee that every request can be completed, that every result will meet subjective expectations, that every third party will perform, or that the service will always be uninterrupted or error-free.
Legal warranties and protections that cannot be excluded remain in effect.
33. Availability and correcting errors
Mona aims to provide careful and useful service, but requests may be delayed, interrupted, incomplete, or unavailable. Misunderstandings, technical failures, outages, inaccurate third-party information, and other errors can occur.
Tell us promptly if you identify an error. Mona will make reasonable efforts to investigate and, where appropriate, correct work within its control.
32. Privacy
Mona’s handling of personal information is described in the Privacy Policy, which identifies the operator, the Privacy Officer, the categories of information collected, the purposes, service providers, processing outside Québec, retention, and the privacy rights available to you.
31. Your information when your agreement ends
For 30 days after your agreement ends, you may ask Mona for a copy of the records Mona holds that relate to your requests, in a commonly used format.
After that period, Mona retains and deletes information in accordance with the Privacy Policy and applicable law. Your privacy rights, including access and deletion, continue to apply for as long as Mona holds the information.
30. Feedback
If you send Mona suggestions about the service, Mona may use them without restriction or obligation to you. This applies only to suggestions about Mona’s own service, and never to your confidential information or the content of your requests.
29. Your content
You keep ownership of the information, files, messages, and materials you provide.
You authorize Mona to collect, use, process, store, and disclose that content only as reasonably necessary to operate the service, complete your requests, protect users and systems, comply with law, and exercise rights under this agreement, as described in the Privacy Policy.
Mona does not use your content for any purpose unrelated to serving you, and does not use it to train external artificial-intelligence models.
You confirm that you have the rights and permissions needed to provide the content and instructions you submit.
