This policy explains when and how you can cancel a booking and receive a refund, and how damage claims are handled. It forms part of our Terms of Service. All amounts are in Canadian dollars (CAD).
1. Authorization and charges
When you confirm a booking, your card is authorized for the quoted amount through our payment processor, Stripe. The charge is captured when the delivery is completed. If a booking never reaches dispatch, an authorization that was never captured is released back to your card automatically.
2. Cancelling your booking
Before a driver is assigned: you may cancel for a full refund or release of the authorization, at no charge.
After a driver is assigned or en route: because a driver may already be travelling to the pickup, a cancellation at this stage may incur a reasonable fee to compensate the driver for work performed. Any remainder is refunded.
To cancel, contact us as early as possible at support@bulklift.ca or by phone.
3. When we cancel — no driver found
If we are unable to match a driver for your booking, we will cancel it and issue a full refund. We aim to notify you promptly when this happens.
4. How refunds are issued
Refunds are returned to your original payment method through Stripe. Once processed, refunds typically appear on your statement within 5–10 business days, depending on your card issuer.
5. Damage claims
If your item is damaged in transit, you may file a claim through the tracking page or by contacting support, ideally within 48 hours of delivery. Claims are reviewed against pickup condition photos and delivery verification. Approved claims are paid from our risk-reserve fund, up to a maximum of CAD $250 per delivery. Items with a declared value over CAD $1,000 are not eligible for the platform, and accurate declared value is required for any claim.
6. Situations that are not refundable
Completed deliveries; cancellations after the item has been picked up; customer unavailability or failure to provide the delivery verification code; and losses arising from inaccurate information you provided (for example, an incorrect address or under-declared value) are generally not refundable, except where a refund is required by law.
7. Your statutory rights (Ontario)
Nothing in this policy limits rights you have under Ontario’s Consumer Protection Act or other applicable law. Among other things, you may have the right to cancel an internet agreement within seven days if we fail to make required disclosures, and within thirty days if we fail to provide a copy of the agreement as required. These statutory rights apply in addition to the terms above.
8. How to reach us
BulkLift Technologies Inc., Windsor, Ontario, Canada — support@bulklift.ca.