1) Acceptance, Eligibility & Memberships
By accessing, registering, or placing an order with Tobermory Grocery Run (“TGR”, “we”, “us”), you agree to be bound by these Terms of Service. You must be at least eighteen (18) years of age to use this service.
Membership Fraud & Abuse Policy
- The 'Access' and 'Access Pro' membership tiers are strictly reserved for seniors (60+) and individuals with verifiable disabilities or mobility limitations.
- we dont check up front, but, TGR reserves the absolute right to require valid government-issued identification or reasonable proof of eligibility at any time.
- If TGR suspects misrepresentation or abuse of these subsidized tiers, we reserve the right to immediately cancel the membership and retroactively bill the account for standard service fees.
2) Upfront Fees & Final Billing
TGR operates on a strict zero-markup grocery model with transparent flat-rate fees.
- All-Inclusive Bag Policy:We proudly provide our membersfree reusable bags. There are no separate bag deposits, however, non-members are charged $1.50 per bag when the groceries are charged after delivery.
- Upfront Fees: Service, Zone, and Premium Add-on fees are charged instantly to your securely vaulted payment method at booking to lock your slot.
- Estimates vs. Reality: Catalogue prices are estimates. You will be billed for the exact retail cost printed on the store receipt on the day of shopping.
- 51% Surge Protection: If an item's actual price exceeds our estimate by more than 51%, and you opted-in at checkout, the driver will automatically skip the item.
- Final Charge: Upon delivery, your vaulted card is automatically charged for the exact receipt total.
3) Surcharges, Add-ons & Wait Times
To keep our runs efficient across the Bruce Peninsula, the following surcharges apply to premium services and delays:
- Extra Store Stops: Additional stops (e.g., Pharmacy, Hardware Store, Fast Food, Parcels) incur an $8.00 fee per stop.
- Wait Time Fee: A 10-minute grace period is included for all extra stops and errands. If our driver is forced to wait longer than 10 minutes at any location, a $1.00 per minute wait fee will be applied.
- Oversize & Heavy Items: Cargo space is valuable. Any single item exceeding 30 lbs (e.g., large bags of dog food) or bulky items consuming significant volume (e.g., larger than a 24-pack of water) are subject to a $10.00 oversize surcharge per item.
- Printing Services: Document printing/faxing is billed at your base tier fee, plus $1.25 per page for the first 10 pages, and $0.75 per page thereafter.
- Stock the Fridge & Empties: "Stock the Fridge" is a $25.00 flat fee. "Beer Store Empties Return" is a $15.00 flat fee (the driver retains the deposit value of all returned empties).
- Long Weekend Surcharge: A $10.00 holiday surcharge applies to runs executing on Canada Day, Civic Holiday, and Labour Day weekends.
- Prohibited Goods: Under no circumstances will TGR transport dangerous goods, explosives, propane tanks, or hazardous chemicals.
4) Order Finality & Cancellations
Capacity on our runs is strictly limited. Cancellation rules are designed to protect these slots for the community.
Cancellations & Restocking
- Orders may be cancelled without penalty before the posted run cutoff time.
- If you request a cancellation after the cutoff, but before shopping begins, a $50.00 cancellation fee applies.
- If you cancel or abort an order after shopping has commenced, you forfeit all upfront fees, will be charged for the groceries already purchased, and will incur a strict $75.00 restocking fee.
- Dispute Window: You have exactly 24 hours from delivery to report missing items or transit-related issues. After 24 hours, the transaction is final and no refunds will be issued.
5) Substitutions & Delivery Liability
- Substitutions: If "Allow substitutions" is selected, replacements are made in good faith based on store availability. Substituted items are considered final sale and are non-refundable.
- Drop-off Liability: If "Leave at door" is requested, Tobermory Grocery Run’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.
- Perishables: We utilize cooler bags and ice packs, but cannot guarantee temperature preservation during extended rural transit or unforeseen delays. Highly perishable items are ordered at your own risk.
6) Safe Access & Property Waivers
Customers are strictly required to provide safe, unobstructed access to the delivery location. TGR drivers reserve the right to abort any delivery if conditions are deemed unsafe.
- Pathways & Driveways: Driveways must be plowed and sanded. Pathways and stairs must be free of ice, deep mud, and debris. Vehicles will not park on public roadways to attempt delivery.
- Animals: All dogs/pets must be leashed, secured, or indoors. Pets must be entirely inaccessible for indoor deliveries.
- Aborted Deliveries: If a delivery is aborted due to unsafe conditions or unsecured animals, groceries will be left at the safest accessible point. You forfeit all fees and no refunds will be issued.
- Exterior Property Damage: By requesting delivery, you hold TGR harmless for unintentional exterior damage during normal operations (e.g., tire ruts in mud/snow, scratched branches, superficial driveway wear).
- Indoor Entry ("Stock the Fridge"): By granting us entry codes for indoor delivery, you hold TGR harmless from any claims of interior property damage, tracked dirt, or unsecured premises following our departure.
7) Bank of TGR (Monthly Tabs) & Collections
Customers approved for "Bank of TGR" invoicing agree to pay their balance in full by the due date specified on the monthly invoice.
Late Fees & Agency Collections
- Balances unpaid 7 days after the due date incur a $50.00 administrative late fee, plus interest at 2% per month (24% per annum), calculated daily.
- Accounts carrying a balance 30 days past the due date will be suspended and forwarded to a third-party collection agency, which may negatively impact your credit score. You are responsible for all collection and legal costs.
8) Privacy Policy & Data Handling
Your privacy is a priority. We collect only the information necessary to facilitate your orders and maintain your account.
- Data Collection: We collect your name, address, phone number, email, and date of birth solely for the purpose of executing deliveries, verifying age-restricted items, and providing customer support.
- No Data Selling: Tobermory Grocery Run will never sell, rent, or trade your personal information to third parties or marketing agencies.
- Payment Security: All credit card data is securely tokenized and vaulted directly by Square. TGR employees never have access to, nor do we store, your full credit card number or CVV on our servers.
- Communication: By creating an account, you consent to receive SMS texts, emails, or phone calls directly related to the fulfillment of your active orders (e.g., ETAs, substitution questions).
9) Acts of God & Severe Weather
TGR reserves the absolute right to delay, alter, or cancel deliveries due to road closures, whiteout conditions, vehicle failures, or Acts of God. In such events, TGR may hold the order for the next safe day, combine routes, or cancel the order and refund upfront fees at its sole discretion.
10) Zero-Tolerance Harassment Policy
Abuse & Harassment
TGR enforces a strict zero-tolerance policy. Harassment, threats, or abusive language toward our team via phone, text, or in person will result in the immediate termination of your account, cancellation of active orders without refund of service fees, and forfeiture of any remaining membership fees. We will involve local authorities if necessary.
11) Limitation of Liability & Governing Law
- Limitation of Liability: To the maximum extent permitted by applicable law, in no event shall Tobermory Grocery Run, its owners, or employees be liable for any indirect, punitive, incidental, special, consequential, or exemplary damages arising out of or in connection with your use of the service. TGR's total liability for any claim arising out of or relating to these Terms shall not exceed the total amount paid by you to TGR for the specific order in dispute.
- Governing Law: These Terms shall be governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict of law principles. Any legal action or proceeding arising under these Terms shall be brought exclusively in the courts located in Ontario.