Service Agreement / Terms & Conditions

These Terms and Conditions constitute the entire agreement between Premiere Investigations and the Client and supersede all prior discussions, negotiations, representations, or understandings, whether written or verbal, relating to the services provided by Premiere Investigations.

These Terms and Conditions apply to all investigative services requested by the Client, the Client’s legal representative, business entity, authorized representative, or any other party acting on the Client’s behalf.

Premiere Investigations agrees to provide professional investigative services in accordance with the terms outlined in the Investigative Services Agreement. Services may include, but are not limited to, skip tracing, surveillance, background investigations, asset searches, pre-employment screening, corporate and insurance investigations, process serving, spot checks, inquiries, property searches, locate services, matrimonial investigations, cyber and social media monitoring, spousal or child activity checks, and other lawful investigative services as agreed upon by the parties.

Premiere Investigations reserves the right to perform additional investigative tasks or services where mutually agreed upon by the parties. All services will be conducted professionally, ethically, and in compliance with applicable laws, regulations, and industry standards.

Assignment Form

Prior to the commencement of services, Premiere Investigations requires a completed Assignment Form containing all required Client Information and a clear description of the requested investigative services. Premiere Investigations is not responsible for delays, limitations, or additional work resulting from incomplete, inaccurate, or omitted information provided by the Client.

The Client Information section must be completed in full, including name, address, contact information, email address, date of assignment, and applicable identification details. A copy of the Client’s valid government-issued identification (such as a Driver’s Licence, Ontario Photo Card, or Passport) must be provided with the completed Assignment and Payment Option Forms.

The Client is responsible for providing all available “Subject Information” relevant to the investigation. Complete and accurate information assists Premiere Investigations in conducting the assignment efficiently, effectively, and in accordance with applicable laws.

Payment/Options

Premiere Investigations accepts upfront payment in full prior to commencing any investigation. We accept payment by Interac e-Transfer, Credit Card (excluding American Express), and/or Direct Deposit.

All required Credit Card and/or Interac e-Transfer Instructions/Service Agreement Form must be completed, signed, dated and remitted to Premiere Investigations prior to any investigative services being conducted.

Where payment has been received but the required documentation remains outstanding, the funds will be held pending receipt and completion of all required documentation. Upon receipt of the duly completed forms, Premiere will advise the Client of “available dates” for rescheduling. Payment alone does not constitute authorization to commence investigative services.

No investigative services will be conducted until all required forms and documentation have been duly completed, signed, dated and accepted by Premiere Investigations.

Discounted Pricing

Premiere Investigations may, at its discretion, offer a discounted rate as a courtesy to clients experiencing financial hardship, including seniors or clients on fixed incomes, or where multiple files are assigned to Premiere Investigations.

Any discounted rate is discretionary and valid for seven (7) days from the date provided, unless otherwise agreed to in writing.

To secure the discounted rate, the Client must submit the fully completed Assignment Form, signed and dated Payment Form and the required retainer payment within the seven (7) day period.

If payment is received but the required forms are not fully completed and returned within this 7-day period, Premiere Investigations reserves the right to withdraw the discounted rate. The Client will then be required to proceed at Premiere Investigations’ prevailing regular rates, with any applicable difference payable before any services commence.

Locate/Skip Trace Investigation

A locate investigation (also called a skip trace investigation) is designed to determine an individual’s current whereabouts, most commonly their residential address. The objective is to identify where the person is living and to develop reliable investigative intelligence that can be used for legal, business, or personal purposes. It is not intended to document a person’s daily activities or obtain photographic evidence—that falls under surveillance.

What a locate investigation does not include

A locate investigation does not typically involve:

Physical surveillance.
Following or observing the subject.
Obtaining photographs or video footage.
Confirming a person’s daily routine through direct observation.
Confirming employment by watching the individual attend work.

These objectives require a surveillance investigation, where investigators physically observe the subject over a period of time to document their activities.

Surveillance

The Client agrees to compensate Premiere Investigations for surveillance services at a rate of $100.00–$250.00 per hour, depending on the service and location, unless otherwise agreed to in writing. A $1.25/km travel fee and a $150.00 administration fee (including preliminary searches, administration, and report preparation) will also apply, if applicable.

Surveillance services are subject to a 5-hour minimum booking fee based on consecutive hours. Media editing is billed separately at $100.00 for videos under 10 minutes and $100.00 per additional hour for videos exceeding 10 minutes.

Client Cancellation

Surveillance: Cancellation requests must be submitted in writing and received by Premiere Investigations 48 hours prior to the scheduled surveillance start time, otherwise a cancellation fee of $565.00 ($500.00 + HST) will apply, representing the Agency’s minimum 5-hour surveillance booking fee based on consecutive hours. Any prepaid amount exceeding the cancellation fee will be refunded, less a $50.00 credit card administration fee where applicable.

Locate Services: If a locate file is cancelled after payment has been processed, a cancellation fee of $452.00 ($400.00 + HST) will apply. Any remaining prepaid balance will be refunded, less a $50.00 credit card administration fee where applicable.

Cancellation fees are non-refundable once applicable under these terms.

Cancellation by Premiere Investigations

Failure to Complete Required Documentation

Where Premiere Investigations has accepted an assignment, received payment or a retainer, reserved a surveillance date, allocated investigative personnel or otherwise committed administrative or investigative resources on behalf of the Client, the Client is responsible for providing all required forms, identification, instructions, subject information, scheduling information, and other documentation requested by Premiere Investigations within the deadline communicated by Premiere Investigations.

Payment or retainer funds received before completion of the required documentation do not constitute authorization for Premiere Investigations to commence services. If the Client fails to provide the required documentation or information within the deadline provided, Premiere Investigations may, at its discretion, suspend, cancel, or release the scheduled assignment and reallocate the reserved date, personnel and investigative resources to another client.

Where an assignment is cancelled or released due to the Client’s failure to provide the required documentation or information, Premiere Investigations may apply the applicable Administrative Fee, together with any applicable cancellation, scheduling, booking, or other fees expressly provided for under these Terms and Conditions.

Any remaining balance, if applicable, will be processed in accordance with the Refund provisions of this Agreement.

A Client’s failure to provide required documentation does not constitute a cancellation by Premiere Investigations for purposes of waiving fees properly applicable to the reserved assignment, administrative work, scheduling, or resources allocated on the Client’s behalf.

Administrative Fee

An Administrative Fee of $250.00 plus applicable HST will apply where Premiere Investigations has undertaken administrative, scheduling, booking, file preparation, payment processing, or other operational work in connection with an investigative assignment.

The Administrative Fee may apply where Premiere Investigations has:

reviewed and processed the Client’s assignment request or documentation;
prepared or revised quotations;
established or prepared an investigative file;
reserved or scheduled investigative personnel;
reserved a surveillance date or time slot;
processed a retainer or payment;
conducted scheduling or administrative communications;
reviewed or requested outstanding documentation; or
undertaken other reasonable administrative work and communication with Client via phone/email necessary to prepare the assignment for commencement.

Where an assignment is cancelled, released, or cannot proceed due to the Client’s failure to provide required documentation or information within the deadline specified by Premiere Investigations, the $250.00 plus HST Administrative Fee may apply.

The Administrative Fee is separate from any applicable surveillance minimum, cancellation fee, travel fee, research fee, locate fee, mileage, or other investigative service charge.

Where applicable, the Administrative Fee will be deducted from funds held by Premiere Investigations, and any remaining refundable balance will be processed and returned to the original form of payment, in accordance with the Refund provisions of this Agreement.

Electronic Signatures

Electronic signatures, electronic acceptance and electronic communications shall have the same legal force and effect as original handwritten signatures.

Travel Time

Travel time is calculated from Premiere Investigations’ office location. Travel to and from the subject’s residence, workplace, or other relevant location will be billed based on the necessary route and/or Google Maps calculations when no activity occurs.

If the subject travels during surveillance, applicable travel time and mileage charges will continue to apply throughout the assignment, including travel back to the office.

Spot Check(s)

Spot checks are billed at the surveillance rate of $100.00 per hour plus $1.25/km. Spot checks are available only for legal, insurance, and business-related matters and do not replace formal surveillance services. If surveillance is requested or required after a spot check begins, standard surveillance rates will apply.

Law Firms/Insurance Companies/Corporate/Finance Companies/Car Dealerships

Long-term existing clients may remit payments via Electronic Funds Transfer (EFT) or Direct Deposit.

Premiere Investigations will issue an invoice upon completion of each file, which will be transmitted electronically by email. Unless otherwise agreed to in writing, all invoices are payable upon receipt.

The customer shall not withhold, delay, reduce, or offset payment of any invoice or other amount owing to Premiere Investigations by reason of any alleged or actual right of set-off, counterclaim, dispute, or other claim that the customer may have or assert for any reason whatsoever. All amounts invoiced remain due and payable in accordance with these terms.

Loss of Visual Contact During Surveillance

Premiere Investigations conducts all surveillance services lawfully and professionally. If visual contact with the subject is lost due to traffic, driving conditions, or other circumstances beyond the investigator’s control, billing will continue while reasonable efforts are made to relocate the subject. Charges will continue through the minimum daily requirement and any additional time authorized by the Client.

Once the daily minimum has been completed, the Client will be contacted for further instructions. If the Client cannot be reached, the investigator will use their professional judgment and follow reasonable investigative procedures based on the circumstances.

Investigators will make every reasonable effort to confirm the identity of the subject. However, if incorrect identification occurs due to limited information, lack of physical identifiers, or similar appearance, surveillance fees remain payable as the requested service was performed.

Budget

Premiere will work and adhere to the specified Client budget. In circumstances wherein a case may go beyond the assigned budget, Premiere will contact you with any additional fees expected and won’t exceed the set amount. We will inform you of additional expenses and require authorization with respect to any additional expenses.

Additional Investigators

Should a subject become aware of surveillance activity, exhibits evasive behaviour, or engages in unsafe driving, Premiere Investigations reserves the right to assign additional investigators when necessary to maintain continuity and protect the success of the investigation.

Additional investigators will be billed at $75.00–$150.00 per hour per investigator, plus applicable mileage at $1.25/km per investigator. Premiere will make reasonable efforts to obtain Client approval; however, if the Client cannot be reached, investigative decisions will be made based on professional judgment and the circumstances of the file.

Additional Research Time

Any additional research requested by the Client or deemed necessary by Premiere Investigations to support the successful completion of a file, will be billed accordingly. For Locate files requiring a re-run of searches due to outdated or inaccurate information, additional fees will be discussed with the Client prior to proceeding.

Safety & Legal Restrictions

If, during the course of a research service, Premiere Investigations determines that contact or further investigative activity may pose a safety risk, or discovers the existence of a peace bond, no-contact order, restraining order, or similar legal restriction, services may be discontinued immediately. Fees paid remain non-refundable, and appropriate authorities may be contacted if deemed necessary.

Confidentiality and Discretion

Premiere Investigations is committed to maintaining the highest standards of confidentiality and discretion throughout the delivery of all investigative services.

Turnaround Time

Premiere Investigations will provide estimated completion timelines for investigative services; however, due to the nature and complexity of investigative work, results cannot be guaranteed within the estimated timeframe. Should additional time be required, the Client will be notified and provided with an updated status.

Compliance with Traffic Laws

Premiere Investigations’ investigators will comply with all applicable provincial traffic laws and regulations, including the requirements set out under the HTA (Highway Traffic Act) and any other applicable legislation while conducting investigative services.

Restraining Order, Stalking & Peace Bond

Should you have a no-contact order, peace bond, stalking charge or restraining order, you are required to notify Premiere Investigations before the commencement of services. We do not complete files or research for individuals who are not in compliance with the Provincial Laws or Terms of their Restrictions.

File Interruptions

During surveillance operations, if a Client or representative attends the location of an active investigation and engages in illegal, inappropriate, or unsafe conduct, Premiere Investigations reserves the right to immediately discontinue services. Fees incurred up to the time of termination remain payable.

Guarantee

Premiere Investigations’ investigators and research team will make every reasonable effort to complete each investigative request; however, due to the nature and complexity of investigative services, specific results or outcomes cannot be guaranteed.

Court Appearances

Any court appearances, testimony, expert witness or deposition, is subject to a base fee rate of $150.00 per hour (six-hour minimum) plus out of pocket expenses, $1.25 per kilometre per investigator or staff member. Court appearances apply to the present and future, which would be beyond the service and investigative dates.

Accommodation, Per Diem and Travel Expenses

If an investigation requires travel accommodations, rental vehicles, flights, or other unforeseen expenses, the Client will be responsible for the applicable costs, plus a $150 administration fee.

For out-of-town assignments, a daily per diem charge of $100.00 will apply, along with any additional approved expenses incurred during the investigation.

All travel-related expenses will be discussed and approved prior to the commencement of services. Premiere Investigations will make reasonable efforts to obtain cost-effective options while maintaining the requirements of the investigation.

Research Services

All research services are provided on a flat-rate basis and require full payment prior to commencement. Fees for research services typically start at $500.00 and could range to $2,000.00+, depending on the complexity and requirements of the file.

The applicable fee will be provided to and approved by the Client prior to the commencement of services. All prices are subject to applicable taxes.

Multimedia (Video Evidence)

Premiere Investigations will obtain video documentation during surveillance as required by the circumstances of the file. For insurance or WSIB related investigations, relevant activities, movements, and behaviours associated with reported injuries or limitations will be documented. For matters such as child custody, domestic, or infidelity investigations, relevant observations and activities may be documented where applicable.

While Premiere Investigations takes reasonable measures to preserve and deliver video evidence, technical issues involving equipment, memory cards, software, or file corruption may occur beyond our control. Premiere Investigations shall not be held liable for the loss, corruption, alteration, or inability to produce video evidence resulting from technical failures.

Retainer, Advance Payment and File Expenses

Premiere Investigations operates on a positive retainer and advance-payment basis. Unless otherwise agreed in writing, all investigative services must be paid for in advance before services commence.

Payment or a retainer is required to secure the Client’s requested investigation date, allocate investigative personnel and resources, and permit Premiere Investigations to undertake necessary administrative; scheduling, file-opening, preliminary research, preparation, co-ordination, and other work related to the assignment.

For long-standing clients, a minimum retainer of fifty percent (50%) of the estimated surveillance fees may be required. Retainer amounts are determined on a case-by-case basis and may vary based on the scope of the assignment, including anticipated hours or days, mileage, administration fees, investigators, expenses, accommodations, equipment, travel, and applicable taxes.

Payment of a retainer or other amount does not, by itself, authorize Premiere Investigations to commence services. All required Assignment Forms, Payment Forms, identification, subject information, instructions, scheduling details, and other requested documentation or information must be complete, signed, dated, and provided within the deadline specified by Premiere Investigations and, where applicable, accepted before the assignment may proceed.

An investigation date may be conditionally reserved pending receipt of all required documentation and information. If the Client fails, refuses, or neglects to provide the required information or documentation within the specified deadline, Premiere Investigations may suspend, cancel, or release the assignment and reallocate the scheduled date, personnel, or resources. This will not constitute a failure by Premiere Investigations to provide the services. The Client remains responsible for any applicable administration, cancellation, scheduling, preparation, or other fees expressly provided for under this Agreement, together with expenses properly incurred. Any remaining balance will be addressed in accordance with the Refund provisions.

For ongoing services, Premiere Investigations may require the Client to replenish or maintain a positive retainer before additional services or expenses are incurred. Further work may be suspended until the required funds are received.

File expenses may include, but are not limited to, surveillance fees, administration fees, multimedia services, mileage, parking, 407 ETR charges, accommodations, additional investigators, specialized equipment, travel expenses, applicable taxes, and other necessary or unforeseen out-of-pocket expenses incurred in connection with the assignment.

By submitting credit card, EFT, or other payment information, the Client confirms that the Client has reviewed and agrees to the payment terms provided at the time of the Assignment Form and Service Agreement/Payment Form submission, together with the Terms and Conditions contained in this Agreement.

All outstanding invoices, balances, expenses, and other amounts owing must be paid in full before Premiere Investigations is required to release the final investigative report, photographs, video, collected evidence, or other completed investigative deliverables, unless otherwise agreed in writing.

No Guarantee of Investigative Research

While Premiere Investigations maintains a strong success rate in investigative research services, the Client acknowledges that results cannot be guaranteed. In some cases, available information may be limited, outdated, or unavailable due to factors beyond our control.

Premiere Investigations does not guarantee access to specific databases, records, or information sources. Private investigators are not legally authorized to access certain government-held information, including but not limited to CRA, medical records, disability and/or any other protected records.

All investigative services are conducted in accordance with applicable laws and regulations. Premiere Investigations will use lawful investigative methods and available resources to obtain relevant information on behalf of the Client.

Refunds

The Client acknowledges that investigative assignments require Premiere Investigations to allocate administrative time, scheduling resources, investigative personnel, surveillance dates, and other resources before investigative services physically commence.

Where payment or a retainer has been received but services have not yet commenced, the Client may be entitled to a refund of any remaining balance after deduction of applicable fees properly owing under these Terms and Conditions, including any applicable Administrative Fee, cancellation fee, scheduling fee, booking fee, or other expressly disclosed charges.

Where an assignment cannot proceed because the Client fails to provide required forms, identification, instructions, subject information, or other documentation within the deadline provided by Premiere Investigations, Premiere Investigations reserves the right to release or cancel the assignment and apply any applicable fees provided for under these Terms and Conditions.

Once services have commenced, fees for services rendered are non-refundable and non-transferable. No refund, credit, exchange, or guarantee of outcome shall apply to investigative services already performed.

Any refund applicable under these Terms and Conditions will be calculated based on the amount received, less the applicable fees properly owing, and processed to the original payment method.

Due to the nature of investigative services, all fees paid for services rendered, including but not limited to surveillance, research, and investigative assignments, are non-refundable and non-transferable. No refunds, credits, exchanges, or guarantees of outcome shall apply once services have commenced.

No Refunds on Investigative Research or Locates.

Omission of Information

The Client is responsible for providing accurate, complete, and relevant information required to assist Premiere Investigations in the successful completion of the assignment. If the Client withholds, omits, or provides inaccurate information that results in additional investigative work being required, Premiere Investigations reserves the right to charge additional fees for the time and resources necessary to obtain the required information.

For Locate and Research services, the Client must disclose all known information relating to the subject(s) to prevent unnecessary duplication of efforts and ensure the investigation is conducted as efficiently as possible.

Harassment

Premiere Investigations requires all Clients, representatives, and third parties to communicate with our staff, team members, and investigators in a professional and respectful manner. Any form of harassment, threats, intimidation, abusive behaviour, or aggressive conduct will not be tolerated. Premiere Investigations reserves the right to discontinue communication and/or services if such conduct occurs.

If inappropriate or unlawful behaviour continues, Premiere Investigations may involve legal counsel and/or the appropriate authorities and pursue any remedies available under applicable law.

Illegal or Inappropriate Activity

Premiere Investigations conducts all services in accordance with applicable laws and professional standards. Investigators will not participate in, document for the purpose of supporting, or facilitate any illegal or inappropriate activity.

If unlawful or unsafe activity is observed during the course of an investigation, Premiere Investigations reserves the right to immediately discontinue services and, where appropriate or required, report the matter to the applicable authorities.

Privacy Act

Our team works within the laws surrounding the PIPEDA and does not access or hack private accounts.

Third-Party Information & Source Confidentiality

Premiere Investigations maintains formal agreements governing the use, handling, and disclosure of third-party information. The Client acknowledges that access to certain information sources is subject to contractual and legal restrictions.

Premiere Investigations reserves the right to protect the confidentiality and anonymity of its sources, databases, and investigative methods.

Rental Vehicle(s)

If a rental vehicle is required during an investigation to maintain continuity, discretion, or confidentiality, Premiere Investigations will notify the Client when reasonably possible.

All rental vehicle expenses, including rental fees, insurance, damage charges, and related costs, will be billed based on the rental provider’s invoice, plus an additional $100 administration fee.

Specialized Equipment Rental(s)

Due to the unique nature and location requirements of each investigation, Premiere Investigations reserves the right to utilize specialized rentals or equipment when necessary to maintain discretion, continuity, and the successful completion of a file.

This may include, but is not limited to, rental vehicles, boats, snowmobiles, bicycles, ATVs, or other specialized equipment when required based on the circumstances of the investigation. For example, access to specialized transportation may be necessary to conduct surveillance near remote properties or locations where traditional methods may compromise the investigation. Any required rentals will be discussed with the Client prior to use whenever reasonably possible.

Late Fee(s)

Invoices not paid within the agreed payment terms may be subject to a late payment charge of 2% per month (24% annually), where permitted by law, in addition to any applicable collection costs, legal fees, and court-related expenses.

Premiere Investigations will provide notice prior to applying any late fees. If payment remains outstanding, Premiere Investigations reserves the right to commence collection proceedings and recover any reasonable costs associated with obtaining payment.

Where additional information is required for collection purposes, Premiere Investigations may conduct further investigative services, with applicable fees charged accordingly.

Excessive Client Communication

Premiere Investigations provides a complimentary consultation when investigative services are engaged and we address all client concerns, questions and inquiries.

Any excessive or prolonged telephone calls, emails, or other communications requiring significant additional investigator time beyond the complimentary consultation may be billed at Premiere Investigations’ applicable hourly rate. The Client will be invoiced for any additional time reasonably required to address such communications.

Independent Contractor

Premiere Investigations acts solely as an independent contractor and nothing in this Agreement shall create any partnership, joint venture, employment or agency relationship.

Limitation of Liability

The maximum liability of Premiere Investigations arising from any services provided shall not exceed the amount paid by the Client for the specific services giving rise to the claim.

Force Majeure

Premiere Investigations shall not be liable for delays or failure to perform services due to circumstances beyond its reasonable control, including but not limited to weather, illness, natural disasters, government action, labour disruptions, vehicle breakdowns, or other unforeseen events.

Invoice, Report and Video

Premiere Investigations will issue an invoice for requested services prior to commencing the assignment. Any additional fees incurred during the assignment will be adjusted to the original invoice. Final reports and any available video evidence will be provided once all outstanding balances have been paid in full.

Premiere Investigations reserves the right to withhold reports, video evidence and other investigative materials until all amounts owing have been satisfied. Any approved service overages may be charged to the payment method provided by the Client.

Final reports and video processing may require 5–10 business days to complete following the conclusion of services. While technical issues resulting in data loss are rare, Premiere Investigations is not responsible for video loss, corruption, or technical failures beyond its control. If video evidence cannot be produced due to a technical issue, multimedia fees will not be charged; however, surveillance fees remain payable for services rendered. Where required, Premiere Investigations may provide a letter of authenticity (Affidavit) confirming the investigator’s observations and documented findings. An additional fee will be charged at $75.

Rush Fee

Should you require immediate surveillance or skip trace investigation, a Rush Fee will apply to your file in order to accommodate available investigators. The additional fee will vary by the type of investigation, the number of investigators, distance travelled etc. This fee will be discussed with the client before services commence. A rush fee is considered on surveillance with less than 24-hour’s notice or a locate/skip trace to be completed within a 1-3 business days timeframe.

Information Issued

Should a client abuse the information provided in our report, Premiere Investigations will not be held liable for any damages and/or injuries as a result.

Defamation & Breach of Contract

The Client agrees not to knowingly make or publish false or misleading statements regarding Premiere Investigations, its employees or services.

Nothing in this Agreement prevents the Client from expressing honest opinions or providing truthful reviews on Social Media Platforms or Google.ca. Premiere Investigations reserves all rights and legal remedies available under applicable law regarding defamatory statements.

Disclosure

Premiere Investigations reserves the right to amend, update, or revise these Terms and Conditions from time to time to reflect changes in operational requirements, business practices, applicable legislation, regulatory standards, and industry requirements.

These Terms and Conditions are intended to clearly define the scope of services, responsibilities, and expectations between Premiere Investigations and its Clients while ensuring services are performed in a professional, lawful, and compliant manner.

Premiere Investigations is committed to protecting Client confidentiality and privacy. Client information, investigative reports, evidence, and collected materials are not sold, disclosed, or provided to third parties except where authorized by the Client, required by law, or necessary to fulfill the investigative assignment. By establishing clear terms and procedures, Premiere Investigations ensures transparency, minimizes contractual risk, and supports professional, secure, and trusted working relationships with its Clients.