Customer Terms and Privacy Notice

Part A Customer Terms

1. About Co-Mover and the services

These terms explain customer accounts, displayed prices, orders, payments, tips, cancellations and service issues on the Co-Mover platform. Co-Mover is a registered Alberta trade name owned and operated by MB RAYCO CORPORATION. In these terms, Co-Mover, we, us and our mean MB RAYCO CORPORATION operating as Co-Mover.

Co-Mover coordinates Food Delivery, Shop & Deliver, parcel, furniture and person-to-person services where they are enabled. Services, vehicle types and coverage depend on the location and available capacity. Applying, joining a waitlist or creating an account does not guarantee launch or immediate availability. The public pre-launch website does not accept orders or payments.

Rides are unavailable to the public until the required approvals and service requirements are satisfied and Co-Mover enables them. A displayed coming-soon service is not a bookable service.

2. Accounts booking information and conduct

You must be legally able to enter the relevant agreement, provide accurate contact, order, pickup and delivery information, protect your account and use an authorized payment method. Review the order, address, item quantities, recipient details and displayed price before confirming.

Do not use the platform for fraud, unlawful goods, harassment, unsafe requests or access to another person's information. You are responsible for information you supply about a recipient and must have authority to provide it. Report account misuse, payment errors or material booking mistakes promptly.

An advance booking requests a future service time and is subject to Driver availability. It does not reserve or guarantee a Driver at that time; fulfilment depends on suitable Drivers being online and on shift when dispatch takes place. If no suitable Driver is found and Co-Mover cancels the booking, the full-refund rule in section 10 applies.

3. Food Delivery prices and customer markup

A Food Delivery item's displayed customer price may include a Co-Mover item markup above the store's own price. The amount may vary by store and item. It is included in the displayed item price and is not added a second time as a separate item top-up at checkout.

Co-Mover retains the markup. The store's item settlement is based on its own price, subject to its separately agreed merchant platform fees and adjustments. The displayed app price may therefore differ from an in-store price or the store's own menu. This does not change the customer's obligation to pay only the properly disclosed and approved price.

The percentage customer service fee, small-order threshold and percentage tip suggestions for Food Delivery are calculated using the customer item subtotal, including any item markup, before separately stated fees and taxes. Tip suggestions are optional and may be changed to a custom amount or zero.

4. Fees total prices and taxes

Depending on the enabled service and order, the price may include a delivery charge or transport fare, customer service or booking fee, small-order fee for regular store orders, and a Shop & Deliver shopping fee. The applicable amounts, thresholds, percentage calculations and minimum or maximum fees are shown for the order.

Co-Mover displays the total price, or a clearly explained estimate where the final price cannot reasonably be calculated, before confirmation. Advertised prices incorporate applicable fixed mandatory non-government charges. Variable charges are explained when relevant information becomes available. A separate itemization does not authorize an undisclosed mandatory charge.

Prices are in Canadian dollars unless stated otherwise. Sales taxes are shown separately unless a price is expressly tax-inclusive. Co-Mover handles GST/HST collection, filing and remittance for covered platform orders, including merchant item sales, under the applicable tax arrangement. Standard-rated Alberta supplies attract 5% GST; qualifying basic groceries attract 0%. Tax is calculated separately by item and fee, with treatment depending on the product, service and jurisdiction.

An additional service or charge applies only where the service is available, lawfully offered and its price and relevant conditions have been disclosed and approved before the charge applies.

5. Shop and Deliver items substitutions and payment holds

At launch, Shop & Deliver item prices use the merchant-set app prices without a separate Co-Mover item markup. Your final item charge is based on the items actually found and any substitutions you approve. The store receipt does not automatically replace the app price used for your order.

Supported items are sold in listed pre-packed quantities. Variable-weight items are unavailable unless a separate supported workflow is enabled. A shopper must follow the substitution choices and required approvals for your order. You are not charged for unavailable items or unauthorized substitutions.

The shopping fee is based on the disclosed found-item tier for the order and is adjusted when the found-item count changes. The displayed delivery charge and other applicable fees remain separate. If the order is changed, Co-Mover adjusts the final charge to the goods supplied and the service actually provided.

To allow for approved substitutions and order changes, Shop & Deliver may place a temporary payment authorization with a 15% buffer capped at $50. The current buffer is shown before confirmation and may be changed for future orders. A hold is not an extra fee. Unused authorized amounts are released; the bank or payment provider determines when the release becomes visible.

If no items can be found, contact support or use the available order-resolution flow. Co-Mover reviews the item charge, service provided and any disclosed cancellation conditions.

The Shop & Deliver shopper pays the store at the till; this is not a second payment you must make to the store. A photo of the store receipt is required from the Driver as purchase evidence. If the store does not provide a receipt, the Driver must request one and contact support before completing the order rather than skipping the required evidence. A receipt photo supports review and does not automatically change the app pricing rule above.

6. Payment confirmations and receipts

Payments are processed through the applicable payment provider. A payment authorization must succeed before Co-Mover commits the order for fulfilment. If authorization is declined, you may retry or choose another method. No cancellation charge arises simply because an uncommitted order's authorization is declined.

Your confirmation or receipt shows the customer item subtotal or transport fare, applicable fees, taxes, your optional tip and any adjustments. Co-Mover does not charge both the displayed marked-up item price and the same markup again. An approved item removal or substitution must be reflected in the final charge.

Report a duplicate, incorrect or unauthorized charge to support. A displayed app total does not remove your right to correction or a refund that is legally due.

7. Tips go entirely to the driver

Tips are voluntary. 100% of the amount you choose as a driver or service-provider tip goes to the assigned driver or service provider. Co-Mover retains no part of it as customer markup, a service fee or a platform fee. Freely given tips are not subject to GST/HST.

A suggested percentage is calculated on the customer item subtotal before separately stated fees and taxes, including any Food Delivery markup. You can select a different amount or leave no tip. A tip is separate from the driver's base pay and Co-Mover's charges.

For a cancelled service, the tip is released or refunded unless you affirmatively choose to leave it for completed partial service and law permits that choice. Co-Mover does not use tips to cover its own loss, a merchant refund or a cancellation expense.

8. Delivery handoff and service evidence

Provide clear access and hand-over instructions and arrange for the recipient to receive the order. A selected leave-at-door hand-over is used only where the goods can lawfully and safely be left.

For a “hand it to me” order, if nobody responds within five minutes after the Driver messages the recipient through the order channel on arrival, the Driver may leave the order at the door and must take a delivery photo. This fallback applies only if the location is safe and the goods may lawfully be left unattended. Liquor, age-restricted goods, and orders requiring identification, a signature or another in-person check cannot use this fallback. If a safe and lawful hand-over is unavailable, the Driver must contact support.

Pickup and delivery photos are required service evidence. Photos must relate to the job and avoid unnecessary images of people, identification documents or the inside of a home. A photograph, location record or staff-marked delivery status is evidence for review and does not by itself settle every delivery dispute.

8A. Liquor delivery and refused hand-over

Liquor delivery is offered only where the service is enabled and legally permitted. The recipient must meet the legal drinking age for the delivery location, which is 18 in Alberta, and provide valid identification for the required age and identity check. Liquor is not left at the door or handed to an underage or apparently intoxicated person. The five-minute door fallback does not apply.

If hand-over is refused because the recipient does not provide acceptable identification, is below the applicable legal drinking age, or appears intoxicated, the customer’s delivery fee and liquor item charges are not refunded, in full or in part. No additional refused-delivery fee is charged. The Driver is still paid for the trip. This rule must be disclosed before the order is confirmed and does not override a refund required by law or a correction where Co-Mover, the Merchant or the Driver caused the error.

Refused liquor remains in the Driver’s secure temporary custody while Co-Mover investigates, subject to applicable licensing and storage rules and any earlier legally required transfer or return. The Driver must notify support and follow Co-Mover’s lawful custody instructions. Custody does not transfer ownership: the Driver must not consume, resell or give away the liquor. When the investigation is completed, Co-Mover coordinates the lawful return, transfer or disposal with the licensed retailer.

9. Parcel furniture and person to person requests

Describe the goods accurately, including item count, approximate dimensions and weight, packaging, stairs, elevators, loading access, special equipment and assistance needed. Only vehicle types and service options available for your booking may be selected. General category limits do not override the actual vehicle's legal payload, available space or safe handling capacity.

Goods must be lawful, safely packaged and suitable for the enabled service. Dangerous goods, cash, negotiable instruments, regulated products and other restricted property may not be carried unless Co-Mover separately approves and enables the lawful workflow.

If the goods or conditions materially differ from the booking, the driver may stop and contact support. A revised quote or additional work requires your approval before an extra charge. A driver is not required to accept an unsafe or unlawful job. Service eligibility follows the size, weight and handling limits disclosed for your booking. Lifting assistance, an extra crew or property coverage applies only if expressly confirmed for that service.

Report loss, damage, incorrect handoff or non-delivery to support. Refunds for unperformed transport are reviewed separately from a property or insurance claim, and there is no double recovery for the same loss.

10. Cancellations unavailable items and refunds

If Co-Mover cancels your order or booking because no suitable driver can be found for any reason, Co-Mover will process a full refund of 100% of the amount paid for that order or booking. This includes item charges or the transport fare, any customer markup, delivery, service, booking, shopping and small-order fees, applicable taxes and the tip. The same full refund applies if an assigned driver withdraws and no replacement can be secured, or Co-Mover cannot fulfil the order because of severe weather, snow, ice, road closures or another delivery interruption outside your control. This rule applies when the order or booked service is cancelled in full before any goods are delivered or the booked transport service is provided, even if a merchant has already prepared the food. No cancellation fee applies in these circumstances. If your payment was only authorized and not captured, Co-Mover releases the full authorization instead.

Customer-requested cancellations for your own reasons are assessed separately from Co-Mover's full-refund guarantee. Before merchant or service-provider acceptance and a recorded commitment, you may cancel without a Co-Mover cancellation charge; all unearned charges and tips are released or refunded. After preparation, shopping, travel, loading or service begins, only cancellation charges disclosed before you placed the order, legally permitted charges and documented non-recoverable costs may apply. Food already prepared or goods already purchased may be non-refundable to that extent. We identify any amount retained and the reason; a customer cancellation is not an automatic forfeiture of the whole order.

If you ask to cancel because Co-Mover cannot find a driver or has confirmed it cannot fulfil the order, the request remains covered by the full-refund rule above. The reason for the cancellation determines the outcome; using the cancellation button does not by itself make it a voluntary customer cancellation. For a partially delivered order or partially completed service that you retain, only properly disclosed and legally permitted charges for goods and services actually supplied may be retained, with unearned amounts refunded. Your mandatory cancellation and refund rights always apply.

A merchant, driver or Co-Mover failure does not automatically become a customer cancellation charge. When an item is unavailable, removed without fulfilment, incorrect or refunded for a store mistake, the item refund is based on the full customer item price, including any markup. Co-Mover also reviews related fees and taxes and refunds or adjusts unearned or unsupported components.

For Shop & Deliver, unavailable items and unauthorized substitutions are not charged. Completed shopping or delivery work is assessed separately under the disclosed service conditions. Goods already purchased, return outcomes and documented non-returnable costs are considered when relevant.

Customer-caused liquor refusals follow section 8A. They are distinct from cancellation because no Driver can be found, and no extra refused-delivery fee is added. Mandatory consumer rights and review of a disputed refusal continue to apply.

Report missing, unsafe, damaged, incomplete or mispriced orders promptly through the available support channel. We may request evidence reasonably needed for the issue and provide human review where facts are disputed. A request to report an issue promptly does not shorten an applicable statutory reporting period.

Refunds are issued to the original payment method where available, unless you choose another lawful option. Platform credit does not replace a refund that is legally due without your consent. We process refunds within applicable legal requirements; bank and payment-provider processing may affect when the money appears.

11. Support privacy and account closure

For help with an order, contact info@co-mover.ca or use an available in-app support channel. A safety incident, disability-related need, outage or conflicting evidence should be explained so an authorized person can review the outcome.

The Customer Privacy Notice in Part B and the shared Privacy Policy at https://co-mover.ca/privacy describe personal information, device permissions and privacy rights. Customer account deletion requests can be submitted at https://co-mover.ca/account-deletion. We verify ownership and apply the retention rules before confirming completion.

Account closure does not require deletion of records still needed for an open refund, dispute or legal obligation. Co-Mover may restrict accounts for material fraud, unlawful conduct or a safety issue, with an appropriate review process. A good-faith complaint or exercise of a statutory right is not account abuse.

12. Changes applicable law and your rights

We may update these terms and provide notice or renewed acceptance when required. The price and terms applying to an accepted order govern that order; later changes do not authorize an undisclosed retroactive fee.

These terms operate with applicable Canadian federal, provincial, territorial and municipal law. Alberta law and applicable federal law govern only to the extent permitted, without excluding mandatory protections in your own jurisdiction. No term removes a consumer, privacy, accessibility, refund, chargeback or other right that cannot lawfully be waived. You may seek review through support or a competent regulator or court.

Part B Customer Privacy Notice

Notice last updated October 9, 2026. This notice is separate from the commercial terms in Part A.

1. Scope information and purposes

This notice explains how MB RAYCO CORPORATION operating as Co-Mover handles Customer personal information. Read it with the shared Privacy Policy at https://co-mover.ca/privacy for the complete service-provider, retention, safeguards and privacy-rights information. Order information also includes parcel photos, gift notes shown to the Merchant, promo codes, account credit, taxes, cancellation fees, hand-over choices, refunds, disputes and receipt emails.

We collect account and contact details, order and approved substitution information, saved and job addresses, payment and transaction identifiers, displayed prices and fees, tips, ratings, relevant delivery evidence, messages, support requests, information you provide for cancellation, refund and dispute requests and their outcomes and limited technical records. We use them to provide and secure the service, coordinate your order, process charges and refunds, communicate, resolve disputes, prevent fraud and comply with law.

Card numbers and security codes are sent directly to Stripe and do not reach Co-Mover's systems. Co-Mover keeps the card brand, last four digits and expiry month and year so you can recognize a saved payment method, together with the transaction identifiers and statuses needed for payments, refunds and disputes, as described in the shared policy.

2. Optional precise location and Mapbox

The Customer app can use your device's precise location, only while the app is open, when you choose Use my current location to fill in an address. It asks permission first. You may instead type or select an address, and the Customer app does not collect location in the background.

When you enter or select an address, Co-Mover sends the address text to Mapbox to obtain map coordinates. When you choose Use my current location, Co-Mover sends your device coordinates to Mapbox to convert them into an address. To show a route and estimate a trip, the Customer, Driver and Merchant apps send pickup and drop-off coordinates to Mapbox to request driving directions. Mapbox also receives map-request and technical information as described in the shared policy.

Co-Mover stores addresses you type or select and their geocoded coordinates. Driver location may be shared for your own order under the separate Driver-location rules in the shared policy.

3. Notifications sharing and choices

If notifications are enabled, Google Firebase Cloud Messaging (FCM) issues an app-instance registration identifier or push token that Co-Mover stores so the Customer app can receive service notifications. You can change location and notification permissions in your device settings. Optional marketing can be declined or unsubscribed from separately.

We share information reasonably needed for your own service with the merchant and assigned driver, and with authorized staff and providers for hosting, maps, payments, communications and support. Providers may process information outside Canada, including in the United States, as described in the shared policy. Contact the Privacy Officer for processing countries, purposes and provider practices. We do not sell or rent personal information.

Where Microsoft 365 or Resend email services are used, they process recipient email addresses, message content, delivery status and related technical information to deliver service and support communications, as described in the shared Privacy Policy.

The AI help assistant is available in the Customer and Driver apps and the Merchant web portal. Your typed questions and the order details needed to answer them, including the assigned Driver’s name for an order question, are sent to Anthropic (Claude). Anthropic may process this information outside Canada. Authorized support staff may read order and support conversations; staff-marked delivery records include who acted and why.

4. Retention deletion and privacy requests

We apply the retention and documented-hold rules in the shared Privacy Policy. Some approved retention schedules are not yet active; affected records may remain longer until authorized manual review or scheduled expiry. Financial records and open refund or dispute information may remain while unnecessary personal details are deleted or made non-identifying.

The active cleanup schedules delete Driver location trails after 30 days and unsaved one-time Customer address records about an hour after use. Addresses embedded in job records follow the separate job-retention rules. Approved targets awaiting implementation are 180 days for job photos, including receipt photos, 90 days for replacement-item photos, 180 days for ordinary order conversations, and 24 months after closure for support conversations or after the last interaction for AI-assistant conversations, subject to documented holds. No automatic support or AI-conversation expiry is configured yet; records may remain longer pending authorized review or implementation.

Request account deletion at https://co-mover.ca/account-deletion, even if the app has been removed. We verify ownership and aim to complete processing within 30 days after verification, subject to lawful retention needs, then confirm completion. This service target is not a statement of a universal statutory deletion deadline. Do not send passwords, one-time codes, card details or identity documents in a general request. You can also request deletion through the app’s account settings.

For access, correction, optional-consent withdrawal or a privacy concern, contact the Privacy Officer, MB RAYCO CORPORATION operating as Co-Mover, Red Deer, Alberta, Canada, at business@co-mover.ca. You may also contact the relevant Alberta or federal privacy commissioner. Legal exceptions may limit access or deletion; we explain any refusal as required by law.