Terms of Service

1. What we deliver

We carry packages by vehicle between addresses on the service routes we operate. When you enter a pickup and a drop-off, the booking form tells you whether we run that route. If we do not, you can ask us to quote it, and nothing is booked or charged until we confirm a price and you accept it.

You choose a service speed when you book:

• Go Now: a driver assigned to your job straight away, aiming to collect within about an hour.
• Same Day: picked up and delivered on the day you choose.
• Next Day: delivered on the next business day.

Times and windows shown when you book are targets we plan around, unless we agree in writing that a time is guaranteed. Traffic, weather, road closures, building access and other things outside our reasonable control can make us late. This does not take away any right the law gives you.

Go Now jobs booked inside a route's after-hours window are priced at that route's after-hours rate, which the form shows before you book.

One order can collect from one place and drop off at several, or collect from several places and drop off at one, up to 10 stops in total. It cannot do both at once, so those movements need separate orders. For scheduled Same Day and Next Day services, the booking form shows the pickup window that applies to your route.

2. Booking cutoffs

To book Same Day for today, you have to place the order before the same-day cutoff. The standard cutoff is 11 AM Toronto time. A business account can have its own cutoff, and an agreed route in a business's rate agreement can set its own pickup-by time; the most specific one applies. The booking form shows the cutoff that applies to you, and after it passes you can book for the next day instead.

3. Prices and tax

The price is shown before you confirm a booking. It depends on the route, the service speed, the number of stops and, for businesses with agreed rates, your rate agreement. Prices are in Canadian dollars. We add HST where the law requires it and show the tax separately.

A tip for the driver is optional. If you add one, it is shown separately before you book and on your receipt. We do not charge HST on tips.

The price relies on what you tell us, including the addresses, stops and shipment details. If the actual job is materially different, such as a larger load, an extra stop or a different address, we will explain the difference and ask you to accept the revised price before providing the changed service. If you do not accept it, we may cancel or stop the job under section 5. We will not charge you for anything caused by our own pricing or booking mistake.

A booking is confirmed when we send you an order confirmation. If your card is charged but something goes wrong on our side and the order is not created, contact us and we will either confirm the booking or reverse the charge.

Some jobs need a person to price them, for example a route we do not usually run or a job your agreed rates do not cover. We will send you a price to accept. Nothing is charged until you accept it.

4. Paying

Card: you pay through our card processor, Stripe, when you place the order. The booking is created once the payment has gone through.

Interac e-Transfer: send the full amount to the address shown at checkout. We do not send a driver until the payment has arrived, so a late e-Transfer can mean a late or missed pickup. If it has not arrived by the pickup window, we may cancel the booking.

Invoice: approved business accounts can be invoiced on agreed terms, usually Net 15 or Net 30. Each delivery is invoiced and emailed, and you can pay online from the invoice. Invoiced bookings have to stay within the account's credit limit.

If an invoice is overdue, we send reminders. While an account is overdue or on hold, we may pause new bookings until it is settled.

5. Cancelling and refunds

Before dispatch: you can cancel from your dashboard, by phone or by email until the driver starts travelling for your order, and there is no charge. If you paid by card, we send the full refund to the same card within 5 business days (your bank may take a few more days to show it). If the order was going on an invoice, we cancel or credit that charge.

"Dispatch" means the moment our system records that the driver has started the route for your order. On a long route that can be hours before your pickup time. For example, a driver may leave Toronto early to collect in Ottawa.

After dispatch but before pickup: call or email us and we will stop the job if we reasonably can. We may keep or charge a reasonable amount for the driver's time and the distance already travelled for your order, but never more than the delivery price. We will tell you the amount and how we worked it out before we confirm the cancellation, and refund the rest.

After pickup: once we have collected your shipment, the delivery charge is normally not refundable. That does not affect a claim for loss, damage or non-delivery, or any other right you have under these terms or the law.

If we cannot complete a delivery because the information you gave us was wrong, nobody was available, the shipment did not match the booking, or it was prohibited or unsafe, we may charge the reasonable costs we have already incurred. If we have the shipment, we will contact you to arrange what happens to it (see section 9), and agree any extra cost with you first.

If we cancel a booking for a reason that is not caused by you or your shipment, we refund what you paid.

Recurring deliveries: you can pause, resume or cancel a recurring schedule from your dashboard. Cancelling a schedule stops future orders that have not been dispatched; an order already dispatched follows the rules above.

6. What you cannot send

You cannot send anything on our prohibited items list, which is shown during booking. It includes weapons, explosives and fireworks; illegal drugs and cannabis; alcohol, tobacco and vaping products; hazardous materials, including large lithium batteries; prescription medicine and sharps; live animals; perishable food that needs refrigeration; cash over CA$1,000; and stolen, counterfeit or obscene goods.

When you book, you confirm that your shipment contains none of these. Where we reasonably believe a shipment is prohibited, undeclared or unsafe, we may refuse it, stop it or ask to inspect it, as the law allows. If it does break this rule, we may cancel the delivery and suspend or close the account, and any refund or charge is handled under section 5. You are responsible for reasonable losses, cleanup costs, claims by other people and fines directly caused by sending it, as far as the law allows.

If you book as a business, your business will reimburse us for reasonable claims by other people, fines and costs directly caused by the business knowingly or carelessly sending prohibited, illegal or unsafe goods.

7. Your part

You agree to give us correct addresses and contact details for every stop, and to have someone available, or clear instructions, at each pickup and drop-off.

Pack each item so it can stand ordinary handling and road transport, and label it if it is fragile. Tell us its real weight, size, contents and any special handling when you book. The booking form accepts entries up to 2,000 kg and 500 cm a side, but that does not mean we can carry everything within those limits: large or heavy items need our confirmation that a suitable vehicle, equipment and safe loading are available.

You confirm you own the goods or have the owner's permission to send them, and that you are allowed to give us the names, addresses, phone numbers and instructions for the people involved in the delivery.

Please treat our drivers with respect. We may refuse a job where a driver would be unsafe.

8. If something is lost or damaged

We are responsible for your goods from the time we accept them until they are delivered, or otherwise dealt with under these terms and the law.

Unless you declare a value when you book, the most we pay for loss or damage is the lower of the actual, proven loss and $4.41 per kilogram of the shipment's total weight. This is the standard limit for general freight in Ontario.

If you declare values for one or more packages when you book, those values are added together to give the shipment's total declared value, which cannot be more than $1,000. For loss of or damage to a package, the most we pay is the lowest of the actual, proven loss, the declared value for that package, and the shipment's total declared value. We do not charge extra for declaring a value. A declared value is not insurance and does not guarantee you will be paid that amount, so please insure goods worth more than the limit yourself.

We are not responsible to the extent loss, damage or delay is caused by poor packing, a defect or the natural character of the goods, wrong information or instructions from you, something done by the owner or sender, or another exception in the conditions of carriage that apply. If you book as a business, we are not responsible for indirect or consequential losses, such as lost profits, lost contracts or lost business.

How to claim: tell us in writing within 60 days after delivery about any loss or damage, including damage you only find later. If a shipment never arrived, tell us in writing within nine months after the shipment date. Send your full claim and supporting documents within nine months after the shipment date, with your order reference, a description of what happened, proof of value and any photos. Please keep the item and its packaging until we have had a fair chance to inspect them.

The uniform conditions of carriage required by Ontario law form part of every contract of carriage they apply to. If these terms conflict with one of those conditions that the law does not let us change, that condition applies.

9. Delivery, tracking and undeliverable shipments

Every order has a tracking page, and we send updates by email and, if you have agreed to texts, by SMS, for example when a driver is assigned, when they are on the way and when a stop is completed. When a stop is completed, the driver marks it delivered and the time is recorded. Drivers may take a photo, but we do not take a photo or a signature on every delivery unless your business has agreed that with us in writing.

Delivery is complete when the shipment is handed to someone at the delivery address or left there as described below.

If nobody is available, the driver may leave the shipment at the delivery address in a place that looks reasonably safe and out of the weather, such as an attended reception desk, a mailroom or a sheltered entrance. If you do not want that, choose "Do not leave unattended" when you book, or write it in the delivery instructions, and the driver will not. Once a shipment has been properly left under this section, we are not responsible for later theft or damage, unless we did not follow your instructions or chose a place that was clearly unsafe.

If we cannot deliver because the address is wrong or unreachable, access is refused or unsafe, or nobody is available and the shipment cannot safely be left, we will try to contact you for instructions. We may bring it back to the pickup address, hold it for a short time, or try delivery again. Where we can reach you, we will explain and agree the price of an optional return or redelivery before we do it. If we cannot reach you or the shipment is not claimed, the procedures for undelivered goods under the carriage law that applies are followed.

10. Business accounts

We review each business account application, and we may approve or decline it. An approved business can have agreed rates, invoice billing and a credit limit, set by us and shown in your dashboard.

You can add colleagues to your account with different roles. Your business is responsible for bookings and changes properly made by people who have access through the business account. Tell us promptly if someone's access should be removed.

If you use our API or webhooks, keep your API keys secret, give access only to people who need it, and tell us straight away if a key may have been exposed. We may suspend or replace a key to protect your account or our service. Bookings properly made with your key count as authorised by your business, unless they happened because of a failure in our own security, or after you told us the key was compromised and we had a fair chance to switch it off.

11. Emails and texts

We send the messages needed to provide the service, such as booking confirmations, tracking updates, safety messages, receipts, invoices and account notices.

We only send marketing emails, such as account tips and offers, where you have agreed or where Canada's anti-spam law otherwise allows it. Each one says who it is from, includes our contact details and has a way to unsubscribe, and we act on unsubscribe requests within the time the law requires. Unsubscribing from marketing does not stop messages about an order, an invoice, a security issue or your account.

We send text updates according to the choices in your account or booking. Your carrier's message and data rates may apply.

Our Privacy Policy explains how we collect, use, share and keep personal information.

12. Closing your account

To close your account, email support@primeroutes.ca. We close it once any open orders are finished and any invoices are paid. We keep a limited record of past orders for tax and legal reasons, as described in our Privacy Policy.

We may suspend or close an account for non-payment, fraud, misuse of the service, a serious or repeated breach of these terms, or a risk to drivers, customers or the public. Where we reasonably can, we will tell you why. Closing an account does not cancel payments owed or claims about earlier orders.

13. Your legal rights

Nothing in these terms limits or waives a right or remedy that the law does not allow us to limit or waive, including your rights under Ontario's Consumer Protection Act, 2002. If a law that cannot be changed by agreement conflicts with these terms, that law applies.

14. Problems and disputes

If something goes wrong, please contact us first and give us a fair chance to look into it. Most problems are fixed with a phone call.

These terms are governed by the laws of Ontario and the federal laws of Canada that apply in Ontario. Either of us can take a dispute to a court that has jurisdiction, including the Ontario Small Claims Court where it applies. Nothing here stops a consumer from using any court, tribunal, complaint process or remedy the law provides.

If you are a business customer, we can both agree in writing, after a dispute comes up, to use mediation or arbitration. Neither of us has to, unless a separate business agreement properly says otherwise.

15. Changes to these terms

We may update these terms from time to time, and we change the date and version at the top when we do. A booking is covered by the version in place when you made it. For ongoing business arrangements, we give reasonable notice before a change that materially affects rates, payment terms, API use or account responsibilities. A separate written agreement may set a different notice process.

16. Contact us