PAYMENTS · VERSION 2026-09-26

Payments, Cancellations & Refunds

Effective September 26, 2026

This Policy explains Pickupz estimates, payment authorization, price changes, cancellations, refunds, disposal charges, and service disputes.

1. Currency and payment processor

Amounts are in Canadian dollars unless shown otherwise. Stripe processes cards, Apple Pay, Google Pay where available, connected hauler payouts, refunds, and disputes. Pickupz does not store full card or bank details. During a clearly labelled sandbox or pilot test, test-mode transactions are simulated and no real charge should occur; production transactions use live payment rails.

2. Estimates and authorization

The estimate shown before booking may include a base charge, vehicle class, box length, load size, distance, route time, traffic, helpers, service adjustment, estimated landfill fee, taxes, and other disclosed components. By confirming, the customer authorizes Pickupz and Stripe to authorize and capture the displayed amount and any later adjustment the customer approves or that this Policy expressly permits.

3. Adjustments

The final amount may change when the actual job materially differs from the request, including added items or stops, larger truck/load class, extended wait or labour, route or access changes, actual landfill scale weight and posted rate, facility surcharge, or inaccurate prohibited-item declaration. The app or support should explain the basis and evidence. Pickupz will seek customer approval before a discretionary increase where reasonably possible. Mandatory third-party, legal, or safety charges may be assessed after review.

4. Cancellations

• Before a hauler accepts: no cancellation fee.
• Shortly after acceptance and before meaningful travel: ordinarily no fee, subject to repeated misuse.
• After the hauler begins travelling or arrives: Pickupz may retain or charge a reasonable cancellation amount reflecting travel, time, and processor costs, shown before cancellation where practicable.
• Unsafe, prohibited, materially misdescribed, inaccessible, or customer no-show jobs: a reasonable call-out/cancellation amount and documented third-party costs may apply.
• Hauler cancellation or failure: the customer is not charged for unperformed service and any authorization is released or refunded, except for a separable service already completed with the customer’s agreement.

The pilot app may not yet automatically calculate every cancellation amount; support will review context and apply this Policy consistently and subject to consumer law.

5. Refunds and disputes

Report a concern through the completed-job rating screen, job details, or Account → Support & disputes as soon as reasonably possible. Include photos, receipts, messages, and a clear requested resolution. Pickupz may obtain information from both sides, route logs, location events, landfill confirmation, and payment records. Refunds may be full, partial, or denied based on the portion performed, service quality, description accuracy, evidence, and law.

A card chargeback does not replace the in-app process and may delay a voluntary refund. Nothing limits statutory chargeback or consumer rights. Duplicate recovery for the same loss is not permitted.

6. Damage and item value

Pickupz is not an insurer. Customers should protect fragile or high-value items and disclose handling needs. Haulers must use reasonable care and appropriate securement. Damage claims require timely evidence and are assessed under the Terms, applicable insurance, and law. Normal wear, pre-existing damage, undisclosed fragility, inherent defect, and inadequate customer packing may affect responsibility.

7. Landfill fees

Dump-run disposal fees may initially be estimated from customer weight and facility rates. The selected facility records actual net scale weight through the Pickupz pass. The final disposal amount may differ. Pickupz tracks confirmed landfill amounts for settlement with the facility; the customer must not separately pay a fee already included unless the app or facility clearly directs otherwise.

8. Hauler payouts and platform fee

Hauler earnings are the customer service charge less the disclosed Pickupz platform fee, currently 22%, plus or minus approved adjustments, refunds, disputes, taxes, and processor effects as described in the Hauler Agreement. Disposal amounts designated for a landfill are not hauler earnings. Timing depends on Stripe account eligibility and banking rails.

9. Receipts, taxes, and changes

Electronic receipts may be provided in-app or by email. Taxes are shown or applied as required. Material Policy changes require a new in-app acceptance and apply prospectively.