Please review the updated Terms of Service below. You must accept these terms to unlock ordering.
Tobermory Grocery Run - Terms of Service
MEMBERSHIP ELIGIBILITY, FRAUD, AND ABUSE POLICY
THE 'ACCESS' AND 'ACCESS PRO' TIERS ARE STRICTLY RESERVED FOR SENIORS (60+) AND INDIVIDUALS WITH DISABILITIES OR MOBILITY LIMITATIONS. TGR RESERVES THE ABSOLUTE RIGHT TO REQUIRE VALID GOVERNMENT-ISSUED IDENTIFICATION OR REASONABLE PROOF OF ELIGIBILITY AT ANY TIME. IF TGR EMPLOYEES SUSPECT MISREPRESENTATION, FRAUD, OR ABUSE OF THESE TIERS, OR ENCOUNTER ANY VERBAL OR PHYSICAL ABUSE TOWARD OUR TWO-PERSON TEAM, WE RESERVE THE RIGHT TO IMMEDIATELY CANCEL, REFUSE, OR FORBID ANY MEMBERSHIP AND RETROACTIVELY BILL FOR STANDARD SERVICE FEES.
1. Customer Service & Support Expectations
- TGR is a dedicated two-person venture. We are often driving or shopping and are not always behind a desk.
- For Non-Members, please allow up to 3 to 5 business days for a response to non-urgent inquiries via email, text, or phone.
- Standard and Route Members receive a guaranteed 48-hour response time.
- Access and Access Pro Members receive priority 24-hour response time.
2. Payments, Holds, and Invoices
- Zero Grocery Markup: Every item is billed at exact store cost. We do NOT take a percentage of your grocery total.
- Upfront Fees: Upon placing an order, your card will be instantly charged for all applicable service, zone, premium add-ons, and delivery fees to lock in your delivery slot.
- Saved Card for Groceries: Your card will be securely saved on file. You will automatically be billed for the exact grocery receipt total (plus $1.50 per premium paper bag if you are a non-member) only after the delivery is successfully completed.
- Accepted Methods: We accept Credit/Debit (incl. Google Pay & Apple Pay), Crypto, Cash (limited change available), and pre-arranged E-Transfers.
3. Surcharges & Premium Services
- Wait Time Fee: A fee of $1.00 per minute will be applied after a 10-minute grace period if the driver is forced to wait at a pickup, drop-off, or errand location.
- Long Weekend Surcharge: A $10.00 holiday surcharge applies to runs executing on Canada Day, Civic Holiday, and Labour Day weekends.
- Stock the Fridge & Empties: Premium services are billed upfront. The driver retains the deposit value of all returned empties.
4. Cancellations and Restocking Fees
- Cutoff Times: Orders are locked at the posted run cutoff time.
- Post-Cutoff Cancellation: If you cancel your order after the cutoff time, but before shopping has commenced, a $50.00 cancellation fee will apply.
- Post-Shopping Cancellation: If you cancel your order, or fail to receive a "Hand to me" delivery, after shopping has commenced, you will be charged the full cost of the groceries, original fees, plus a $75.00 restocking fee.
5. Passenger Ride-Share Code of Conduct
- Zero Tolerance for Abuse: TGR is a local business. We will treat you with respect, and we require the exact same. Abusive language, swearing, or disorderly conduct will result in immediate removal from the vehicle, forfeiture of your ride without a refund, and you will be left safely on the side of the road. Police will be notified of illegal behavior.
- Hazardous Materials: NO gas canisters, propane tanks of ANY size, explosives, or flammable materials are permitted inside the vehicle.
- Luggage: Small lap bags are free. Excess luggage incurs a $10.00 fee. Extra stops are $8.00 each.
- Biohazard Cleaning Fee: Any mess requiring the vehicle to be taken out of service for professional detailing (including bodily fluids, sickness, or massive spills) will result in an immediate $200.00 cleaning fee charged to the card on file.
6. Cargo Limits and Prohibited Items
- Weight Limits & Oversize Fees: Items exceeding 50 lbs or massive items (larger than 24-packs of water) are subject to a $10.00 oversize surcharge.
- Prohibited Items: Under no circumstances will TGR transport dangerous goods, explosives, or hazardous chemicals.
7. Substitutions and Delivery Liability
- Good Faith Substitutions: If "Allow substitutions" is selected, replacements are made in good faith and are final sale and non-refundable.
- Drop-off Liability: If "Leave at door" is selected, TGR’s liability ends entirely the exact moment the drop-off photo proof is taken, or the moment the driver leaves the property. TGR is not responsible for theft, weather damage, or wildlife interference.
